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Souradeep Biswas 153616.pdf (Grand Hyatt)

The document provides an overview of an industrial training report completed by Souradeep Biswas at the Grand Hyatt hotel in Mumbai, India from December 2016 to March 2017. It includes an introduction to Hyatt as a company, details about its various hotel brands such as Park Hyatt, Hyatt Regency, Grand Hyatt, and loyalty programs like Hyatt Gold Passport and World of Hyatt. The report also outlines Biswas' training schedule and experience in different departments like front office, food production, housekeeping, and food and beverage service at the Grand Hyatt Mumbai.

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INDUSTRIAL TRAINING REPORT An overview of Industrial Training in Grand Hyatt, Mumbai. Name: Souradeep Biswas Year: SY NCHM Roll: 153616 IHM, Mumbai. Training Period: 05th December, 2016 to 31st March, 2017
2 CONTENTS Acknowledgement 2 About Hyatt 3 Hyatt Brands 5 Hyatt Memberships 10 Hyatt Values 18 Grand Hyatt Mumbai 19 Training Schedule 25 Front Office 27 Food Production 49 Housekeeping 65 Food and Beverage Service 76 Conclusion 97
3 ACKNOWLEDGEMENT To begin with, I’d like to thank the Principal, HODs, Training Coordinator and all my teachers for their support and guidance and for providing an enriching opportunity to undergo training at Grand Hyatt, Mumbai. This has been a wonderful experience and has been helpful in the development of my knowledge and skills as a part of the hospitality industry. I would also like to thank the General Manager, Director of Operations, HR, and the Training Manager for allowing me to undergo my training at their esteemed hotel Grand Hyatt, Mumbai. It was an amazing experience to work under a caring and supportive staff, who have excelled in their field of work in the hospitality industry. I thank you all.
4 ABOUT HYATT  Hyatt Hotels Corporation is an American multinational owner, operator, and franchiser of hotels, resorts, and vacation properties.  The Hyatt Corporation came into being upon purchase of the Hyatt House, at Los Angeles International Airport on September 27, 1957. The original owners were entrepreneurs Hyatt Robert von Dehn and Jack Dyer Crouch. Von Dehn sold his shares to Jay Pritzker a few years later.  Over the following decade, acquisitions were made, and Hyatt became the fastest-growing hotel chain in the United States.  In 1969, Hyatt opened its first hotel outside the United States, the Hyatt Regency Hong Kong. In 1972 Hyatt formed Elsinore Corporation, a subsidiary to operate the Four Queens Hotel and Casino and the Hyatt Lake Tahoe.  After Hyatt became a private company in 1979, Elsinore was spun off as a public company. The company opened the Playboy Hotel and Casino as a joint venture with Playboy Enterprises.  In 1980 the Grand Hyatt and Park Hyatt brands were introduced. Hyatt runs resort hotels, starting with the Hyatt Regency Maui in 1980.  In June 2004, substantially all of the hospitality assets owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International Corporation, were consolidated under a single entity called Global Hyatt Corporation. On June 30, 2009, Global Hyatt Corporation changed its name to Hyatt Hotels Corporation.  In December 2004 Hyatt Hotels Corporation acquired AmeriSuites, an upscale chain of all- suite business class hotels from affiliates of the Blackstone Group.  The AmeriSuites chain was rebranded and called Hyatt Place, a competitor to the limited- service products Marriott International's Courtyard by Marriott and Hilton Worldwide's Hilton Garden Inn. In December 2005 Hyatt acquired limited service company Summerfield Suites from the Blackstone Group.  In January 2012 Hyatt Summerfield Suites were rebranded as Hyatt House to compete in the "upscale extended stay market" against Residence Inn, Homewood Suites.  Hyatt Hotels Corporation operates several chains. The Human Rights Campaign (HRC) awarded the company 100% in the HRC Equality Index for eight consecutive years.
5  The Hyatt Regency brand is the oldest brand in the company, with the Grand Hyatt and Park Hyatt brands being introduced in 1980. Some of these are styled as "resort" properties, and may have spas or other recreational facilities.  Other brands include Hyatt Place, designed as a limited service offering for business travellers. Hyatt launched the Andaz brand in April 2007. The first Andaz hotel was The Great Eastern Hotel in London.  In August 2009 it was reported that Hyatt Hotels Corporation filed plans to raise up to $1.15 billion in an initial share sale. That November Hyatt completed an initial public offering and began trading publicly on the New York Stock Exchange under the symbol H.  According to the filing Mark S. Hoplamazian was to serve as CEO and Thomas Pritzker as Executive Chairman. Accused of looting family trusts, Thomas and cousins Penny and Nicholas took control of the family businesses when they and other family members were sued by cousin Liesel Pritzker, claiming fraud and seeking damages of over US$6 billion.  On November 2013 Hyatt introduced their first all-inclusive resort brands, Ziva and Hyatt Zilara.  As of 2015, Hyatt Ziva and Hyatt Zilara offer all inclusive accommodations in Cancun, Puerto Vallarta, Los Cabos and Rose Hall, Montego Bay, Jamaica.  On October 28, 2015, Hyatt announced that they were in advanced talks to acquire Starwood Hotels in the coming weeks in a cash and stock transaction.  As of December 31, 2016, the company’s portfolio included 698 properties in 56 countries.
6 HYATT BRANDS Park Hyatt  Park Hyatt hotels provide discerning, affluent business and leisure guests with elegant and luxurious accommodations.  Located in several of the world's premier destinations, each Park Hyatt hotel is custom designed to combine sophistication with a distinctive regional character. Hyatt Regency  The Hyatt Regency brand is an energizing hotel brand that connects travelers to whom and what matter most to them.  More than 140 conveniently located Hyatt Regency urban and resort locations in over 30 countries around the world serve as the go-to gathering space for every occasion – from efficient business  Hyatt Regency hotels and resorts offer a full range of services and amenities, including notable culinary experiences; technology-enabled ways to collaborate; the space to work, engage or relax; and expert planners who take care of every detail. Grand Hyatt
7  Grand Hyatt features large-scale, distinctive hotels in major gateway cities and resort destinations.  With presence around the world and critical mass in Asia, Grand Hyatt hotels provide sophisticated global business and leisure travelers with upscale accommodation.  Signature elements of the Grand Hyatt brand include dramatic architecture; innovative dining options; state-of-the-art technology; spa and fitness centers; and comprehensive business and meeting facilities appropriate for corporate meetings and social gatherings of all sizes. Andaz  Global in scale while local in perspective, Andaz hotels deliver an innovative hospitality experience and attentive, uncomplicated service designed to accommodate guests’ personal preferences.  Hotels in this collection reflect the unique cultural scenes and spirit of the surrounding neighborhood and are dedicated to creating natural and vibrant living spaces where travelers can indulge their own personal sense of comfort and style. Hyatt
8  Hyatt hotels are smaller-sized properties conveniently located in diverse business and leisure areas.  With hotels typically ranging from 150 to 350 rooms, Hyatt hotels offer guests the opportunity to experience our hospitality in a vibrant environment.  Customers include individual business and leisure travelers, and Hyatt hotels can accommodate smaller scale business meetings and social gatherings. Hyatt Place  Launched in 2006, the Hyatt Place brand brings to the upscale select service hotel category the authentic hospitality for which Hyatt is known.  Inspired by multitasking travelers’ 24/7 lifestyle, Hyatt Place hotels combine style with casual hospitality. Featuring spacious guestrooms with the Cozy Corner, free Wi-Fi, the 24/7 Gallery Menu, Coffee to Cocktails Bar, and free hot breakfast with your stay.  Specially trained Gallery Hosts are on hand to offer assistance with everything from directions to check-in to a freshly made meal.
9 Hyatt House  HYATT house hotels are designed to welcome residents rather than guests and offer services, amenities, upscale spaces and a casual, comfortable environment that reminds guests of home.  Residentially inspired studios, one- and two-bedroom suites feature contemporary full kitchens, living space with flat panel HDTVs and bedrooms with a plush bed.  Complimentary Wi-Fi is available throughout the hotel.  The Morning Spread, a complimentary full hot breakfast for guests featuring a made-to-order Omelet Bar, is served daily and the H BAR features the Sip+Savor menu and full bar (Evening Social, Monday-Thursday from 5:30-7:00pm, at select locations in lieu of the H BAR).  Public spaces include a 24-hour Workout Room, House Market and laundry facilities. A friendly House Host is available to check-in guests, provide directions or help with other needs to help guests feel at home.
10 Hyatt Ziva  Hyatt Ziva all-inclusive resorts cater to vacationing guests of all ages and offer a wide variety of activities that allow them to explore the unique destinations in which the properties are located.  Hyatt Ziva properties are larger resorts catering to families and accommodating groups with varied and well-appointed meeting facilities.
11 HYATT MEMBERSHIPS HYATT GOLD PASSPORT  Gold Passport is Hyatt’s Frequent Guest Travel Program.  Complimentary to join.  One Hyatt Gold Passport card per member - Family members/ relatives/ spouses/ friends cannot share or avail GP benefits for a HGP card held in the member’s name.  Available to all individuals* - Particularly over 18 years of age.
12 BENEFITS  5 Points per eligible U.S. dollar for which a member personally pays.  Earn Gold Passport points, Travel Partner Airline Miles or M life Tier Credits as a Registered Guest during a stay.  Earn Gold Passport points at participating Restaurants, Salons & Spas worldwide as a Non Registered Guest.  Redeem points for Free Night Awards, Room Upgrade Awards & Dining, Spa and More Awards. DIAMOND BENEFITS  Earn 30% point bonus points.  Enjoy the best room including Grand Club rooms (Excluding Suites) based on availability upon arrival.  Confirmed room availability for guaranteed reservations made 48-hours prior to arrival*(This guarantee is only applicable when the hotel is sold out entirely including suites)  A 4:00 p.m. Late Checkout request.  A complimentary Welcome Amenity – a choice of 1,000 Bonus points or a food and beverage amenity*(Amenity provided is at the discretion of the hotel)  Enjoy complimentary premium Internet access.  4 Suite Upgrade Awards issued annually *(Valid on paid when paying an Eligible Rate for a maximum of 7 consecutive nights. Award valid for only Standard Suites)  2 United Club passes valid for 1 person for 1 visit at any United Club Airport location*(Not valid at United Arrivals Lounge, United Global First℠ Lounge or Star Alliance™ lounges)  Earn 15% point bonus points.  Enjoy a preferred room including rooms on higher floors or larger rooms, based on availability upon arrival.
13  Confirmed room availability for guaranteed reservations made 72-hours prior to arrival*(This guarantee is only applicable when the hotel is sold out entirely including suites)  A 2:00 p.m. Late Checkout request. WORLD OF HYATT
14  Hyatt has changed its loyalty program from Gold Passport to a completely new World of Hyatt, effective from March 1, 2017.  It has aimed to overhaul the elite statuses and benefits of members.
15 DISCOVERIST Enjoy a higher level of service and comfort around the world. Achieve status after completing 10 qualifying nights or earning 25,000 Base Points or holding 3 qualifying meetings/events per calendar year. Complimentary Essentials Premium Internet and a bottle of water daily. Earning a night Receive a free night on us once you stay at 5 different Hyatt brands, starting March 1, 2017. Hotel perks Get the most out of your stay at participating Hyatt hotels and resorts when paying an eligible rate or redeeming an award night.  Stay connected with complimentary premium Internet where available  Quench your thirst with a bottle of water daily  Upgrade to a preferred room based on availability at check-in  Expedite check-in at a dedicated area reserved for elite members  Extend your stay until 2:00 PM upon request (subject to availability at some locations)  Enjoy waived resort fees on free night awards Extra privileges  Save up to 10% with the Member Discount rate at participating Hyatt hotels and resorts  Book your stay through an exclusive reservation line  Receive Pearl status with M life Rewards, the loyalty program of MGM Resorts International EXPLORIST
16 Access more comforts, rewards and upgrades around the world. Achieve status after completing 30 qualifying nights or earning 50,000 Base Points or holding 10 qualifying meetings/events per calendar year. Relax and unwind Receive 4 Club lounge access awards annually, which include breakfast daily. Earn Bonus Points Get 20% Bonus Points on all eligible purchases. Hotel perks Get the most out of your stay at participating Hyatt hotels and resorts when paying an eligible rate or redeeming an award night.  Stay connected with complimentary premium Internet where available  Quench your thirst with a bottle of water daily  Enjoy an upgraded room based on availability at check-in, excluding suites and rooms with Club lounge access  Expedite check-in at a dedicated area reserved for elite members  Extend your stay until 2:00 PM upon request (subject to availability at some locations)  Enjoy waived resort fees on free night awards  Use 4 Club lounge access awards annually at participating Hyatt hotels and resorts at the time of reservation. Access includes continental breakfast and evening hors d’oeuvres Extra privileges  Save up to 10% with the Member Discount rate at participating Hyatt hotels and resorts  Receive Gold status with M life Rewards, the loyalty program of MGM Resorts International  Book your stay through an exclusive reservation line  Ensure a room is available at participating Hyatt hotels up to 72 hours in advance (blackout dates apply) GLOBALIST Enjoy the highest level of luxury, and rewards and benefits that will exceed expectations. Achieve status after completing 60 qualifying nights or earning 100,000 Base Points or holding 20 qualifying
17 meetings/events per calendar year. Travel in luxury Get comfortable with room upgrades, up to standard suites, and Club lounge access, which includes breakfast. Forget the resort fees Enjoy waived resort fees on free night awards and eligible rates. Get the most out of your stay at participating Hyatt hotels and resorts when paying an eligible rate or redeeming an award night.  Stay connected with complimentary premium Internet where available  Quench your thirst with a bottle of water daily  Enjoy an upgraded room based on availability at check-in, up to standard suites  Expedite check-in at a dedicated area reserved for elite members  Extend your stay until 4:00 PM upon request (subject to availability at some locations)  Enjoy complimentary parking on free night awards (available where parking can be charged to your room)  Relax in the Club lounge with continental breakfast and evening hors d’oeuvres daily. Or, enjoy complimentary full breakfast daily for each registered guest (up to 2 adults and 2 children) at Hyatt hotels and resorts without a Club lounge.  Receive priority access to available rooms when checking in early  Enjoy waived resort fees on free night awards and eligible rates Extra privileges  Save up to 10% with the Member Discount rate at participating Hyatt hotels and resorts  Receive Gold status with M life Rewards, the loyalty program of MGM Resorts International  Book your stay through an exclusive reservation line  Ensure a room is available at Hyatt hotels up to 48 hours in advance (blackout dates apply)  Enjoy two complimentary United Club one-time passes annually  Share your in-hotel benefits with your Guest of Honour when transferring an eligible award LIFETIME GLOBALIST You will have access to our highest level of luxury without having to requalify. Enjoy remarkable service, rewards and benefits that will exceed every expectation.
18 Achieve this lifetime status by earning 1,000,000 Base Points over the course of your program membership. Travel in luxury Get comfortable with room upgrades, up to standard suites, and Club lounge access, which includes breakfast. Forget the resort fees Enjoy waived resort fees on free night awards and eligible rates. Hotel perks Get the most out of your stay at participating Hyatt hotels and resorts when paying an eligible rate or redeeming an award night.  Stay connected with complimentary premium Internet where available  Quench your thirst with a bottle of water daily  Enjoy an upgraded room based on availability at check-in, up to standard suites  Expedite check-in at a dedicated area reserved for elite members  Extend your stay until 4:00 PM upon request (subject to availability at some locations)  Receive priority access to available rooms when checking in early  Relax in the Club lounge with continental breakfast and evening hors d’oeuvres daily. Or, enjoy complimentary full breakfast daily for each registered guest (up to 2 adults and 2 children) at Hyatt hotels and resorts without a Club lounge.  Enjoy waived resort fees on free night awards and eligible rates  Enjoy complimentary parking on free night awards (available where parking can be charged to you). Extra privileges  Access to My Hyatt Concierge agent for reservations and personalized service  Save up to 10% with the Member Discount rate at participating Hyatt hotels and resorts  Receive Gold status with M life Rewards, the loyalty program of MGM Resorts International  Book your stay through an exclusive reservation line  Ensure a room is available at Hyatt hotels up to 48 hours in advance (blackout dates apply)  Enjoy two complimentary United Club one-time passes annually  Share your in-hotel benefits with your Guest of Honour when transferring an eligible award HYATT VALUES RESPECT  Be inclusive.
19  Value diverse points of view.  Care for people and your environment. INTEGRITY  Tell and accept the truth.  Honour your commitments.  Take ownership and act with pride. HUMILITY  Let actions speak for themselves.  Share the credit.  Put others first. EMPATHY  Truly listen.  Respond with compassion.  Walk in the shoes of others. CREATIVITY  See things anew.  Fail often to succeed sooner.  Be curious: learn and relearn. FUN  Don’t take yourself too seriously.  Laugh out loud.  Build joy into your work
20 GRAND HYATT MUMBAI
21 VISION Grand Hyatt Mumbai will be known as a contemporary lifestyle destination, committed to its employees, guests & stakeholders, providing authentic hospitality and an experience unparalleled in India. MISSION We will continue to nurture, encourage and retain a team of highly engage employees to achieve their personal and professional goals. We will meet and exceed guest expectations by offering products and services that are consistent with Hyatt brand standards ensuring customer loyalty. We will be responsible to protect the interests of our owners, business partners, community and be recognized for our ethical and astute asset management.
22 SITUATIONAL OVERVIEW • Grand Hyatt Mumbai has carved a niche for itself as a “home-away-from-home” in the minds of its guests and in the market place. The client base, comprising mainly of business guests & convention groups as a better alternative to stand-alone accommodation because of the multi-dimensional facilities available along with the care and warmth provided to them by the hotel’s team through their stay • The hotel opened in 2004 with 547 guest rooms including 38 suites. Spacious, sophisticated & welcoming – the open plan design contemporary and stylish with the use of golden jaisalmer stone, light sycamore veneer and understated artwork. • From 2009 to 2011, the rooms were refurbished with a darker veneer along with understated artwork. The design elements of the room draw inspiration from the theme ‘expressions of Mumbai - its life, dreams and spirit.’ • Over the course of the refurbishment, the hotel’s suites inventory had changed too. From 3 individually themed presidential suites based on “sun, moon & earth’, we now have 1 presidential suite and from 4 diplomatic suites, we now have 7. • Both presidential & diplomatic suites have beautiful grey William stone with Greek theses in the vanity counter. During the course of the refurbishment of our guest rooms, we proactively took all necessary measures to ensure minimal impact of renovation on our guests experience as well as our associates at work. • We also support our POMEC/ project team in rectifying some of the key challenges like seepages in a few of our guest rooms. LOCATION
23 Grand Hyatt Mumbai Off Western Express Highway, Santa Cruz (East), Mumbai, India, 400 055 Tel: +91 22 6676 1234 Fax: +91 22 6676 1235 Email:mumbai.grand@hyatt.com Grand Hyatt Mumbai is a city landmark, set on ten acres of prime land in the center of Mumbai, just ten minutes from the domestic airport and 20 minutes from the international airport. The hotel is within ten to fifteen minutes of Bandra-Kurla, Mumbai’s emerging business district, and close to The American School and Dhirubhai Ambani International School, two of the city’s best-known international schools. Check-in Time: 1400 hours Check-out Time: 1200 noon Distances to / from Grand Hyatt Mumbai hotel
24  Mumbai International Airport - 9 km (30 minutes by car)  Mumbai Domestic Airport - 3.2 km (15 minutes by car)  Bandra-Kurla Complex - 3 km (10 - 15 minutes by car)  Bandra Worli Sea Link - 3 km (10 - 15 minutes by car)  Nariman Point (Town Centre) - 21 km (40 minutes by car)  Kalina - 3 km  Worli - 12 km  Lower Parel - 12 km  Linking Road - 4 km  NSE Goregaon - 12 km  Gateway of India - 22 km  Prince of Wales Museum - 23 km  Esselworld - 43.7 km  Dhobi Ghat - 14.7 km  Mahalakshmi Race Course - 14.5 km  Haji Ali Shrine - 14 km  Elephanta Caves - 31 km HOTEL KEY PERSONNEL
25  Area Director/ General Manager - Sunjae Sharma  Executive Assistant - Sanober Merchant  Hotel Manager – Manish Chandra  Front Office Manager - Varun Mohan  Housekeeping Manager – Ms. Pancham  Business Centre Manager - Ursula Lewis  Food & Beverage Production Executive Chef - Chef Hermann Grossbichler  Director of Food & Beverage – Elroy Tulkar  Area Director of Finance - Rajiv Gupta  Area Director of Human Resources - Mr. Vidyashankar  Director of Engineering - Mahesh Gadgil  Area Director of Sales & Marketing - Sanjiv Tandon  Director of Sales - Shanta Kamath  Marketing Communications Manager - Pratiti Rajpal  Director of Security - Kaushik Patil TRAINING SCHEDULE
26 Training duration: 17 weeks (05th December 2016 to 31st March, 2017) 05th – 07th December: Orientation and induction. Department 1: Front Office. Outlet: Airport Service. Duration: 08th December, 2016 to 4th January, 2017. Department 2: Food Production. Outlet: Banquet Kitchen. Duration: 05th January, 2017 to 04th February, 2017. Department 3: Housekeeping. Sections: Rooms, Public Areas, Laundry. Duration: 05th February, 2017 to 04th March, 2017. Department 4: Food and Beverage Service.
27 Outlet: Room Service. Duration: 05th March, 2017 to 30th March, 2017. 31st March, 2017: Clearance procedure. FRONT OFFICE
28 The Front Office Department is the image and nerve centre of the hotel property. This department is so called as this is the first view an outsider gets of the entire hotel operations. Communication with the guest and accounting of the transactions are two of the most important operations of the front desk. Answering guest inquiries about the hotel services, requests for information on guest room availability, housekeeping department inquiries concerning guest reservations, effective communications with guests, employees and other departments, are a few of the routine tasks performed constantly by a hotel front desk. Accounting procedures involving charges to registered and non-registered hotel guest accounts is also one of the daily important tasks carried out by the front desk employees. The accounts must be updated accurately and on timely basis as the guest may want to settle his/her account at any time of the day. Keeping all this data organized is of top priority of a good Front Office Manager. The Front Office is responsible for the sale of hotel rooms through a systematic method of reservations, followed by registrations and assigning of rooms to guest. The profit percentage from sale of rooms is very high and it is what decides the business made by the hotel. MISSION STATEMENT We provide authentic hospitality. We make a difference in the lives of those we ‘touch’ everyday, which is our definition of hospitality. We do this in an environment that respects all people and all ideas. We it in an efficient way that leads to superior results.
29  Location  Front Office areas include reception and cashiering. These areas are located on Lobby level.  Manning  It is the philosophy of the Division to recruit young energetic employees who are committed to long-term career opportunities with Grand Hyatt Mumbai and Hyatt International.  Operating Philosophy  Employees will promote a work environment that encourages personalised and friendly service.  Employees are not restricted behind counters, but are stationed by the lift landings and lobby areas on lobby level to greet, welcome and assist all guests.  Knowledgeable employees will provide recommendations and direct guests personally to their desired locations.  Employees will adopt a never say “No” approach to any guest request. If a guest cannot be completed a suitable alternative will be arranged.  Employees are encouraged to take ownership in serving guests so as to exceed expectations.  At registration, guests will be welcomed to Grand Hyatt Mumbai. Return guests will be welcomed back using the guest name where ever possible.  A clean database of hotel guests will be achieved by a 3-phase registration process. First Visit a business card, passport and credit card will be obtained and the information will be accurately entered into the computer. Second Visit the guest will be asked any other additional information to ensure that their profile is complete.  VIP guests will be welcomed at the door of their limousine by name and escorted directly to their rooms. Registration will take place in the room.  Upon Checkout, guests will be escorted to the main door and bid farewell.  When greeting the guest on the telephone or at the desk, Staff are to greet the guest by name at all times.
30  Guest Information will be provided by computer generated notes and guides at the concierge.  Guests Preferences and requests are to be shared in daily communication meetings creating awareness within the entire division ensuring that guest expectations are met.  Unique Services  Concentrate on creating and using an extensive Guest history database. Hours ofOperation  The Front Office will operate on a 24-hour schedule. The Team Leaders and Guest Service Officers will be at the desk with an Assistant Manager- Front office. Uniforms  Uniforms will be selected to compliment the interior design. There will not be a winter or summer differentiation. TYPES OF ROOMS  GRAND KING ROOM
31 Enjoy floor-to-ceiling windows with courtyard or city views, plus modern decor with light Sycamore wood panelling and golden Jaisalmer stone. Spacious 38-42 square-metre interiors include a king bed, marble bath with separate tub and shower and oversized work desk with high-speed Internet access. Balcony available in some rooms.  GRAND QUEEN ROOM Modern decor featuring Sycamore wood panelling and golden Jaisalmer stone complements city or courtyard views in a spacious 38 - 42 square-metre room. Elegant interiors include a queen-sized bed, marble bath with separate tub and shower and oversized work desk with high-speed Internet access. Balcony available in some rooms.  GRAND TWIN ROOM
32 Enjoy floor-to-ceiling windows with courtyard or city view, plus modern decor with light Sycamore wood panelling and golden Jaisalmer stone. Spacious 40-square- metre interiors include two twin beds, marble bath with separate tub and shower and oversized work desk with high-speed Internet access. Balcony available in some .  GRAND CLUB KING ROOM VIP accommodations of 40-square-metre include modern decor with Sycamore panelling and Jaisalmer stone, complementing a king bed, marble bath and work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one-way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  GRAND CLUB QUEEN ROOM VIP accommodations of 40-square-metre include modern decor with Sycamore panelling and Jaisalmer stone, complementing a queen bed, marble bath and work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one-way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  GRAND CLUB TWIN ROOM
33 VIP accommodations of 40-square-metre include modern decor with Sycamore panelling and Jaisalmer stone, complementing two twin beds, marble bath and work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one-way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  GRAND SUITE KING Sophistically designed featuring floor to ceiling windows offering a garden or a city view, this suite is a spacious 52 to 61-square-metre guest room with self contained work desk with complimentary high speed Internet access and marble bath with separate shower area. Lavish Grand Club amenities including complimentary boardroom usage, one-way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  VERANDAH SUITE KING
34 Garden and city views greet you from an oversized, furnished balcony adjacent to a 64-square -metre suite featuring a king bedroom, a separate living area, marble bath with separate tub and shower, oversized work desk with complimentary high-speed Internet and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one- way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.
35  GRAND EXECUTIVE SUITE Floor-to-ceiling windows offer garden or city views in a luxurious 78-square-metre suite with a king bedroom, spacious living area, marble bath with separate tub and shower, self- contained work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one- way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  DIPLOMATIC SUITE
36 The second to none Diplomatic Suites at Grand Hyatt Mumbai are a pure expression of contemporary luxury at its finest, in the city of Mumbai. Spaciously designed offering the latest in technology and modern fittings, these elegant 86-square-metre suite offer stunning views of the majestic 40 foot waterfall features, modern Sycamore panelling and Jaisalmer stone complementing a separate king bedroom, spacious living area, marble bath with tub and shower, self-contained work desk with complimentary high-speed internet access and chocolates upon arrival. Lavish Grand Club amenities include complimentary board room usage, one-way airport transfer and a private lounge offering refreshments, cocktails and canapés.  PRESIDENTIAL SUITE
37 A suite that’s remarkable enough for royalty, the Presidential Suite at Grand Hyatt Mumbai is the ultimate pinnacle of contemporary luxury, like none other! Located on the exclusive Club level floor, the luxurious 166-square-metre suite suite comes accompanied with all the amenities and services one could desire. Offering stunning views of the inner courtyard, the 2 bedroom suite features a comfortable living area, 2 elegantly furnished bedrooms, a study room, a king-size dining room, kitchenette and opulent bathrooms. Complementing it all is the latest in technology, 3 lavish flat screen televisions and a fully- functional kitchenette including a pantry for convenience. Gatherings of up to eight people can share an exceptional meal at the dining table. The elegant marble bathroom features a rain shower, a bathtub, double vanities sets, bathrobes and Forest Essential bath amenities.
38 SUB-DIVISIONS OF THE FRONT OFFICE DEPARTMENT: The Front Office may be sub-divided mainly into the following main departments, namely:  Reservation  Reception  Concierge  Bell Desk  Airport Service The Front Office department takes care of all the functions in the hotel, by taking reservations, registering guests and providing information to the guests during their stay in the hotel. RESERVATIONS:
39 This is a section of the Front Office which is the hub of the department. Here, request for rooms reservation from various sources are taken, and the information is processed properly documented, stored and retrieved at the time of registration are done. Rooms being a highly perishable commodity (as the sale of room is linked with a time element), it is the duty of the Reservation Department to see that the rooms are not allowed to perish. Modes of Reservation: The different modes of reservation are:  Letters/ Fax  Telegrams  Telephones  In Person  E-mail  Online bookings Sources of Reservation:
40 The usual sources of reservation are airlines, wholesale tour operators, travel agents (local and foreign), groups, online travel sites, companies, sales department, institutions and embassies. Types of Plans: A plan is a package proposal of rooms + meals and sometimes, even travel. The various plans offered are Continental plan that include room rate and breakfast at the restaurant Fifty Five East. Some plans include breakfast, room rent and airport transfer or at times free internet access. Process of Reservation: All the reservations are handled by the Reserv and they are recorded automatically on the Micros system of the hotel where the reservation is made. Whenever any kind of reservation is made, the first thing done by the reservations personnel is that the availability of rooms is checked in the requested hotel. All the details, such as the name of the guest making the reservation, company name and details, address, contact number, date of arrival and departure, mode of payment, room type, type of plan, number of person, credit card details for guarantee, and so on. Once the details are entered and reservation is made, an automated code is generated by the system and a confirmation letter is sent with the reservation code to the guest either by fax or e- mail. Rooms are then blocked by the hotel reservations as per the dates in the booking made. These blockings are made on a temporary basis and can be changed as per room availability. Group Reservations: Special importance is given to group reservations. A Reservations Assistant is appointed as the Group Coordinator who is responsible for handling all the operations relating to the group and coordinating with the group agent. 1 day prior to the arrival of the group, a group rooming list is prepared and given to the Reception, Housekeeping and also to the Cashiers for bill settlement. Welcome letters are printed and kept ready before the arrival. The key cards are individually made when the guests check in.
41 RECEPTION: Here is the first opportunity where the hotel meets the client face to face. The first impression that the Front Desk Clerk makes on the guest should be positive as this is what portrays the standards of the hotel. Here, at Grand Hyatt, the guest is welcomed with folded hands and a smile. ‘Welcome to Grand Hyatt Sir/ Madam.’ The communication that takes place at the Reception is the deciding factor in the guests mind whether the stay he/she will be having would be a pleasant one or not. A smooth Registration is a sign of good guest relations skill from the hotels side. Registration Procedure: The GSO confirms the reservation number, name, address, nationality, number of persons and other details from the system. If a guest walks in, then all the details are noted and updated in the system at the reception itself. Id-proof and other documents (passport, visa) are taken and the room preference is asked. The mode of payment, credit card details (for pre-authorization),meal plan, billing instructions are all updated. After all details are fulfilled, the Registration Card is printed and signed by the guest.
42 The GSO then makes the room selection, assigns the room and assigns the room rate. The room keys are made and given to the guest. The guest is told about the different hotel services that he/she can avail of during his/her stay. Then, the baggage of the guest is checked and tags are placed with the room number on it. The guest is then escorted till the elevators. Types of VIPs: V1 (sky blue colour)  Head of states- Prime minister and president.  Owners of other Hyatt hotels, top Hyatt international officials.  Potential developers.  Courtesy card holders.  VIPs as per General Managers or owners.  Top VIP. V2 (green colour)  Diamond guest.  Celebrities from entertainment world.  Top corporate (COO, CEO, CFO, President, Managing Directors and regional positions only)  Guests from embassies and consulates.  Ministers from India.  GM and EXCOMs from other Hyatt hotels.  Guests on-site inspections.  All suite guests.  Guest visits more than 50 times V3 (yellow colour) -
43  Special attention.  Honeymooners.  Hyatt employees from other Hyatt hotels.  VIPs as per Group resumes.  Guest visits from 15 – 50 times. V4 (Red colour)  Disabled guests. V 6 (Dark blue colour)  Long stay guests (14 days and above) V 7 (White colour)  Guest recognition/ First time guests. V 8  Previous guest feedback. Amenities for VIP guests - V1 (Lifetime Diamond/ Courtesy card)  Presidential platter.  Amenities of the day.  Bottle of wine and assorted nuts.  Water bar set up (on request). V2/ V4/V6/V8  Amenities of the day. Birthday  Half kg chocolate cake/ chocolate truffle cake.  Flower bouquet on request.
44  If the guest is checking out on his birthday hotel gives 9 pieces chocolate box. CONCIERGE The Concierge or the Information Desk is responsible for providing the guest with extensive information on the services of the hotel as well as on entertainment, sports, tours and transportation in the area. The concierge personnel must know the area intimately and must be able to meet the individual needs of the guest. The Concierge in Grand Hyatt is located in the lobby next to the Reception itself. They also make bookings for air, rail and road transport, theatre and restaurant reservations.
45 BELL DESK The Bell Desk is responsible for guest baggage handling at the time of arrival and departure. The Bell Boy is the person who keeps a proper record of the number of bags and is responsible for delivering them to the right guest at the right time. The baggage is tagged and the proper room number is written. As soon as the guest checks in, the baggage is taken by the bell boy to the room. The newspapers are also placed by the bell desk personnel in the rooms. The various parcels and packages that arrive for in-house guests are entered in a register at the Bell Desk and then delivered by the bell boy to the concerned guest. Any luggage the guest wants to keep for some time can keep it at the Bell Desk. Procedure of Accepting Luggage during Check IN:  The guest luggage is taken out from the car.  The luggage is passed through the security conveyer belt.  The Name of the guest is mentioned on the luggage tag.  The lower portion is filled with similar details and given to the guest.  As soon as guest checks in the hotel and a room is assigned, the details are upgraded on the guest folio in Opera PMS, and the bell captain sends the bell boy with the luggage to the guest room.
46 AIRPORT SERVICE: The airport service department is a revenue-generating and operational department which is an integral part of the front office department. Airport Service is usually attached to the Travel Desk for a more all-in-one experience. The airport service department works closely with Reservations to ensure all requested pick- up/drops are scheduled and carried out smoothly. Apart from this, the travel desk also gives cars on rental/sightseeing basis, for guests’ use. Airport Pick-Up Procedure (For Guests with Scheduled Pick-Up): 1. Confirm arrival flight time and guest details from desk. 2. Wait for flight to land and start paging. 3. When guest approaches, greet guest and confirm details. 4. Assist guest with his luggage. 5. Inform desk about guests’ arrival so that necessary arrangements can be carried out accordingly. 6. Walk the guest to the vehicle. Airport Pick-Up Procedure (For Reserved Guests who want to avail car services): 1. When guest approaches, confirm details about hotel reservation. 2. Inform guests about Pick-Up/ Drop charges a. Toyota Innova: Rs 1500 + Taxes (15%) b. Toyota Camry: Rs 2200 + Taxes (15%) 3. If guest confirms, call up desk and convey details. 4. Assist guest with luggage. 5. Engage guest in positive conversation and convey details about ongoing hotel events/offers. 6. Walk the guest to the vehicle on arrival.
47 AIR FRANCE:  Crew reservation. 18 pax.  AC Coach. RNK Travels.  Bus audit carried out due to security concerns after the Paris Attacks. Audit process includes verification of driver details and physically checking the bus itself. DUTY SLIP:  Each chauffeur handed out duty slips before a trip, whether it be airport duty or car rental duty.  The slip conveys details like the name of the chauffeur, car number, odometer details and trip details.  The duty slip is showed to the desk after the trip to avail refund of various trip related expenses such as petrol, toll taxes, parking charges etc.  The Duty Slip is in duplicate, and a copy of it is maintained by the Travel Desk.
48 COORDINATION WITH OTHER DEPARTMENTS Housekeeping: The coordination between these 2 departments is very important. The rooms are only saleable if the housekeeping department makes sure that the hotel standards are fulfilled. The Reception has a two-way communication with the housekeeping to enquire about departure rooms, out of order rooms, cleared rooms, red slip etc. As the guest checks out of the room, the Front Desk staff immediately updates the room status on the system. The housekeeper collects all the departure rooms, gets them inspected and cleared and updates the system thus making the rooms available for sale at the Reception front. All double locked rooms are noted and informed to the Lobby Manager. Any guest requests for special flower arrangements are given to the flower room. Food and Beverage Service: Guests coming into the hotel enquire about the restaurants or about the meetings or functions held in the hotel at the reception. The Front Office is notified about the functions happening in the hotel on that particular day by the Food and Beverage department so that any guest enquiring about the same can be guided properly. Whenever any restaurant is under renovation or any special offers are put up in the restaurants, the Front Office is notified about the same so as there is no inconvenience. Any amenities that are to be placed in the room such as; chocolates, cookie platter, cakes, special fruit platters, etc. are given to the In-Room Dining on an Amenities Voucher signed by the Lobby Manager. The butlers place the same in the room as requested by the guest.
49 TASKS PERFORMED:  Collecting and checking arrival list for the day.  Assisting senior GSO at the domestic/international airport in guest handling.  Meeting and greeting reserved guests and assisting them with their luggage.  Accompanying guests to vehicles and conveying on-going hotel events.  Filling out duty slips and issuing them on behalf of the travel desk.  Assisting Bell Services at hotel entrance during busy hours to ease workload.  Guest handling and assistance regarding commercial and non-commercial outlets at the airport.  Identifying mistakes/errors, conveying them to senior authority and rectification.
50 FOOD PRODUCTION The food and beverage is one of the integral part and important operational department in a hotel which is divided into food production and food and beverage service department. Food production or kitchen department is responsible for the actual preparation of food items whereas the F & B service department is responsible for the systematic service of food from the hot or cold plates of kitchen to the customer’s tables as per their choices or order. The term kitchen is derived from the French word “Cuisine” which literally means Art of cooking or food preparation in the kitchen. But in the modern concept of catering the cuisine not only refers to Art of cooking foods in the kitchen, it also indicates the style of service offered to serve the food. Main functions: • To provide various type of dishes to the guest as per the menu. • To provide food for various buffet or banquet parties. • To provide food to the staff of hotel. • To prepare different type of dishes for special occasion.
51 DIFFERENT SECTIONS OF KITCHEN Larder  The word larder has in professional kitchens a much wider significance. The larder is not simply a place where food is stored but a place where the raw materials for cooking are prepared and dressed. In large establishments, the work is further broken into sections.  The larder is a room set aside for the storage of perishable foods, both raw and cooked, where food as meat, fish, poultry and game are prepared and made ready for cooking. In this department too, all cold 'items found on the menu, such as hors d'oeuvres, cold dish or meat dishes, cold salads, etc. are prepared and dressed. For these function to be effective, it is essential that:  The room should be separate from the kitchen situated in a cool place. At the same time, it must be close to the kitchen to avoid undue running about between the two departments which are closely interrelated.  It should be suitably lighted, well-ventilated and sufficiently open to allow the staff to perform their duties in a clean and efficient manner.  It must be equipped with the necessary fittings, plant, machinery and tools in accordance with the volume, and or quality of the trade of the catering establishment in which it is situated.
52 Sauce Section  The sauce section is responsible for providing all meat, poultry. Game and offal dishes with the exception of those that are plain roasted or grilled. All the meat dishes are cooked and garnished. The partie will also provide all basic and finished sauces served hot, that are normally required by the various parties in the kitchen. Normally, one first commences early duty to cover the preparations and cooking of dishes as "Plat de Jour" as these often require a cooking time of 3-4 hours. Braising, boiling, peeling is also done in this section. Similar to the fish partie an extensive part of the dishes are cooked and a variety of cooked garnishes are also prepared. Mise en-place for, banquets is also done here. The Chef Saucier does important work as he assembles dishes which have an impact on the customers. Roast Section  The roast section is responsible for providing all roast dishes of meat, poultry and game. It is responsible for all grilled dishes of meat, chicken, offal and fish, and this duty is often delegated to the grill cook. The section is also responsible for the preparation of a number of dishes and the deep frying of the food items. It also prepares and finishes any savories that are required. Fish Section  This section is responsible for the provision of all fish dishes with the exception of those that are plain grilled or deep fried. The cleaning, descaIing, filleting, crumbling is done by the fishmonger in larder. Generally as a larger selection of fish are offered, an extensive mise-en-place is required. At each service period, the following basic sauces are made ready for service: béchamel, white wine sauce, fish velouté, hollandaise and melted butter. Further, a number of garnishes are prepared in advance to a part cooked stage, By this arrangement, a variety of fish dishes particularly the poached and meuniere types can be done. Grilling is done by the grill cook or commis.
53 Soup Section  It is the responsibility of this section to prepare soups such as consommés, creams, velouté, purees, broths, bisques and many special international soups. All basic stocks are also prepared here. The cold soups are prepared and passed to the larder for service. The garnishes come from the larder and vegetable section. Indian Section  This section is responsible for the preparation, of all Indian dishes. The work is subdivided into subsections such as: Indian (bread and rice, pulaos, biryanis, chappaties, puries, bhaturas, etc.), vegetables, (bhajees, curries), meat, (including eggs and fish), tandoor (seekh kababs, tandoor chicken, boti kababs), Indian sweets jalebis, rasgullas, rabri, etc.) Each day a variety of dishes are prepared according to menu requirements. Vegetable Section  An entrement course in France was the responsibility of the entrement of vegetables, who skillfully prepared and cooked vegetables, which could be served as a separate course. An entrement was originally something sent to the table between the courses in France. During the period before service, each day various quantities of vegetables are prepared, cooked, refreshed and placed into refrigerator. Peeling, cleaning and trimming are done by semi-skilled workers. Limited quantities of certain potato dishes are cooked and finished to varying degrees, kept ready when service begins. Vegetable garnishes are prepared here and given to other sections. The cooking of eggs forms an important part of the work in this section. Particularly, omelettes of various types, e.g. plain, garnished, stuffed and flat round omelettes. Italian pastas but not noodles are also prepared in this section. Items like spaghetti, macaroni and rice may be sent to other sections for garnishes. The mise-en-place is carried out according to menu requirements. By this method, the vegetable cook and senior commis are able to cope with the finishing and serving of a vast amount of different dishes. Management of cooking vegetables well for large numbers calls for particular knowledge, skill and judgment and should never be entrusted to an unskilled and disinterested cook.
54 Pastry Section  The work of this section is normally separated from the main kitchen and is self- contained in the matter of cold storage. The function of this section is to prepare hot and cold sweets, for lunches, dinners and pastries for tea-time and other occasions. It also prepares pastes like short and puff pastry, frying batters for making noodles for supply to other corners of the kitchen. Sorbets and water-ice like items are made in pastry section. The service of ices and those sweets which are based upon ice-cream are prepared and assembled in Patisserie. They also include the sweet omelettes au surprise and soufflé surprise, Melbas, etc. The art of pastry includes work like colored sugars to make flower baskets and similar decorative centre pieces, work with fondant and icing sugar, gum pastes, fashioning of praline into decorative objects. Where hotels operate a bakery section, the responsibility is carried out by the master baker. Normally one commis will commence early duty each day to provide the mise-en-place required by the various sections. The section needs workers with skill, imagination and experience. Garde Manger  A garde manger (French for "keeper of the food") is a cool, well-ventilated area where cold dishes (such as salads, hors d'œuvres, appetizers, canapés, pâtés and terrines) are prepared and other foods are stored under refrigeration. The person in charge of this area is known as the chef garde manger or pantry chef. Larger hotels and restaurants may have garde manger staff perform additional duties, such as creating decorative elements of buffet presentation like ice carving and edible centrepieces made from materials such as cheese, Thai fruit and vegetable carvings, butter, salt dough or tallow.
55 HEIRARCHY OF THE FOOD PRODUCTION DEPARTMENT: Executive Chef Executive sous Chef Chef de cuisine (1 for each kitchen) Sous chef Chef de partie Demi Chef de partie Commis Apprentice Trainee
56 DUTIES AND RESPONSIBILITIES EXECUTIVE CHEF  As the person responsible for all kitchen produce, to co-ordinate the distribution of tasks amongst his or her teams ensuring that the work progresses as it should within the time available.  To prepare all the menus in co-operation with the Restaurant Manager and check customer satisfaction levels by exercising a presence in the restaurant at meal times.  To ensure that production is correctly executed and that products comply with the technical sheets  To ensure the quality levels of products and services  To manage his or her staff: training, motivating and structuring the team. He or she also ensures a good working atmosphere  To provide rigorous management: controlling raw material stocks, especially in terms of their cost SOUS CHEF  Sous chef is directly in charge of production, because the Exec. Chef’s responsibilities require a great deal of time in the office. The sous-chef takes command of the actual food production and the minute by minute supervision of the staff.  To assist with the control and ownership for the management of the kitchen department within the overall policies and controls established by the company and hotel General Manager, ensuring that the brand values and standards are delivered and budgeted profitability achieved.  To ensure at all times a high standard of cleanliness and practices is maintained, thereby ensuring all statutory legislation is met.
57 CHEF DE PARTIE  To be fully aware of the preparation and service of all dishes on the hotel menus.  To prepare and present dishes on hotel menus according to customer requirements.  To ensure mise en place is carried out in your allocated area of work to meet forecasted demand.  To maintain portion control guidelines in order to ensure the profitability of kitchen is maintained.  To record temperature checks on food and in storage areas as directed to ensure statutory requirements are met and report any variances are rectified immediately.  To ensure food materials are stored correctly and rotated to meet company and legal requirements.  To keep food wastage to a minimum.  To maintain high standards of working practices in terms of personal appearance and safe and hygienic working practices.  To assist with the training of and supervise other members of the kitchen brigade.  To assist with quality control and menu planning where appropriate. DEMI CHEF DE PARTIE  To prepare and make simple food and to demonstrate and help maintain high levels of service that consistently exceeds the expectations of our members.  To monitor stock movement and be responsible for ordering on your section  To ensure minimum kitchen wastage.  To ensure knowledge of the product is maintained and communicated to all relevant personnel.  To be responsible for completing your mise en place  To learn and record skills and recipes from other members of the department
58  To report any maintenance issues to the Head Chef immediately.  COMMIS  To assist the Cook or Section Chef in preparing meals.  Depending on his or her length of experience (beginner or confirmed), the Commis Chef may carry out the following tasks:  Food preparation tasks (mincing, garnishes, etc)  Hot and cold cooking tasks (simple cooking, seasoning, etc)  Cleaning and tidying the area allocated to him or her  The Commis Chef may be required to stand in for his or her superior (Section Chef or Head Chef) when the latter is absent on leave.
59 Satellite Kitchen: Satellite kitchen is constructed and established to cater to a particular outlet where the main kitchen cannot cater due to its location disadvantage. Largely, this kitchen can organize most of the preparation work in its own kitchen. However, it may depend upon the main kitchen for various other things such sauce, stocks, gravies, pastas, etc. usually such a chef commands over this kitchen. This kitchen becomes a must for specialty restaurants such Andean, Continental, Chinese, Mexican, Nepalese, etc. which are located away from the main kitchen. SATELLITES KITCHENS AT GRAND HYATT MUMBAI: CHINA HOUSE KITCHEN China House offers delectable signature dishes such as Beggar’s Chicken, hand-pulled Dan Dan noodles, Peking Duck, Black pepper king crab, Steamed crystal prawn dumplings; that are complemented by an exhaustive list of delectable wines and a host of mouth-watering desserts to cleanse the palate. The China House restaurant design integrates interactive glass show kitchens into a multiple-seating layout with table booths and lounge. CELINI KITCHEN Celini Mumbai, the truly Italian restaurant in Mumbai, with home-style cooking embraces traditional Italian recipes and presents them with a modern approach. Exuding an understated elegance, the interiors of Celini Mumbai are contemporary and simple. The restaurant showcases a wood-fired pizza oven, rotisserie and charcoal grill – all built into its show kitchen designed by Molteni of France, where the sights and smells of Chef Alessandro Persico’s Italian cooking invades all the senses. The restaurant has an exhaustive list of delectable wine and multiple seating options like table booths and lounge.
60 FIFTY FIVE EAST KITCHEN Fifty Five East is a casual dining restaurant in Mumbai featuring interactive kitchens, offering Thai, Japanese, Lebanese mezze, Western and Indian specialities prepared à la minute. LOBBY LOUNGE The all-day dining menu at Lobby Lounge includes an eclectic mix of Indian and international specialties and afternoon high tea. One of the highlights of the beverage menu is the premium selection of Eau de Vie and the Indian single estate teas. THE GOURMET STORE The Gourmet Store Mumbai features large selection of gourmet delicatessen items such as cheeses, cold cuts, home-made salads, meats and made-to-order sandwiches, as well as coffee, an array of teas, smoothies and milkshakes, which are available to take away or be consumed in the Gourmet Store Mumbai. A selection of cakes, breads, decorative pastries and cookies in specially designed packaging are also offered. Our Mumbai restaurant is kids friendly, offers various options on low calorie and sugar free cuisines. The Gourmet Store is located at The Plaza-the retail section of the hotel and also offers retail products, and has a flower shop. Our Mumbai restaurant is kid-friendly and offers various options on low calorie and sugar-free cuisines. ROOM SERVICE KITCHEN Room Service is the ultimate in convenience, whether it is for a quick start for early risers, a romantic dinner for two or a hospitable gathering. From snacks, take-away boxes, full course meals that come straight from our specially kitchens to carefully thought through children’s menus, the option of room Service is to be explored and enjoyed.
61 SOMA KITCHEN Grand Hyatt Mumbai’s Indian Soma restaurant offers authentic specialties from North India and the North-West frontier cuisine. The food at the best Indian restaurant in Mumbai is simple, with a selection of tandoor-grilled meats, seafood and vegetables, each prepared live to perfection. The tandoor show kitchen at Soma is the restaurant’s central feature, allowing diners to see skilled chefs preparing the meal right before their eyes. The colourful and eclectic art at Soma restaurant in Mumbai reflects the moon in its serene traditional moods, providing the ideal ambience for savouring authentic and traditional Indian cuisine. The restaurant has an exhaustive wine list and unique desserts.
62 BANQUET KITCHEN: The banquet kitchen is the main kitchen of the hotel and is in constant operation during any major or minor event hosted by the hotel. During the time that the kitchen is not prepping food, it is pre prepping for the next day. The Banquet Kitchen, due to its nature of operations, runs 24x7, with chefs either prepping for the next event or catering to the current event itself. Events can be as small as 50 pax to as big as 3500 pax. The scale of operations if major and it acts as a big revenue generator (banquets). Banquet Kitchen not only takes care of the food preparation, but also decides the overall décor of the buffet areas, setting up and closing down buffet areas. Sections of the Banquet Kitchen:  Western Hot: The western hot section takes care of the continental cuisine to be served at the banquets. Well equipped, the section delivers starters and main course dishes for the events, and also sets up live counters as required.  Indian Section: The Indian Section of the banquet kitchen is mostly stressed upon as most banquets have Indian line-up of dishes for the meal. It caters to rice, gravies, curries, and a variety of other dishes. Sets up live counters as required.  Chinese Section: The Chinese section of the banquet kitchen prepares Asian cuisine. Dishes range from Thai to Chinese cuisine. Also sets up live counters as required.  Tandoor: The Tandoor section is the heart of the kitchen as most breads and kebabs are prepared in the tandoor section.  Cold Section: The cold section caters to desserts, salads and cold starters.
63 EQUIPMENTS USED IN BANQUET KITCHEN: Pulveriser: A Pulveriser is used to grind together ingredients. The banquet kitchen was equipped with an industrial grade pulveriser which was used, for example, for grinding tomatoes to get puree. Buffalo Chopper (HOBART): A buffalo chopper is a free-standing motorized meat-cutter. Next to a motor, a chopping bowl is mounted on a vertical shaft, over which a pair of blades rotate on a horizontal shaft and a protective cover with a front opening can be raised and lowered. As the bowl turns, food passes through the fast-spinning blades and is ground into ever smaller and more evenly sized pieces, yet stays more or less put in the bottom and sides of the shallow bowl. Salamander: A salamander is a culinary grill characterized by very high temperature overhead electric or gas heating elements. It is used primarily in professional kitchens for overhead grilling.
64 ConvoTherm OGS: A versatile appliance, it is the modern alternative to conventional kitchen equipment, cookers, woks and boilers. Time and energy-savings and reduced waste are only some of the aspects that win over Convotherm customers throughout the world. The guaranteed quality of food is second to none. Crisp vegetables in bright colours, succulent roasts with crisp crusts, delicate fish dishes, all cooked at the same time with no transfer of flavour. Rational SelfCooking Centre Stylish and intelligent, this Rational SelfCooking Centre SCC61e boasts a wide range of self- cooking and combi oven modes for different foods and cooking styles. Ideal for high- output restaurants and food services with a variety of dishes, the CalcDiagnosis and Carecontrol intelligent cleaning process identify limescale build-up and maximise operational reliability. The delay start function also provides the opportunity to prepare in advance, removing the need to monitor the cooking process and enhancing the operation of your business
65 TASKS PERFORMED:  Pickup from stores.  Sorted the dry-store.  Storage of items in walk in.  Pre preparation of vegetables, fruits, meats and other ingredients.  Mise en place.  Preparation of Breakfast Muesli.  Setting up buffet areas, and acting as backup, replenishing buffet items from backup.  Closing down buffet area after event.  Filling up raw ingredients for decorative props.  Prepared and served in various live counters.  Prepared starter and main course dishes in the Western Hot and Cold kitchens.  Helping in mass preparation of dough.  Cleaning and sanitizing kitchen.  Preparation of sweet/salty curd for raita.
66 HOUSEKEEPING Cleanliness, hygiene and maintenance of the hotel premises are of utmost importance in the hotel industry. It is a must that all these essential qualities are maintained in any first class establishment and it is this need that brings the housekeeping department into light. Besides room cleaning, it is responsible for the cleaning, up keep and over all status of the hotel. This department is responsible for cleaning and maintaining hotel and its premises. A hotel earns nearly 60% of its revenue by sale of rooms and a room not sold is revenue lost. This makes it very important to have the departure rooms cleaned immediately and with least delay.
67 Hotel Inventory Chart
68 AMENITIES PLACEMENT BEHIND THE DOOR  Fire Exit Map  Privacy Please Card  Housekeeping Assistance Card WARDROBE  Shoe Horn  Shoe Mitt  Shoe Shine Basket  Laundry Bags  Laundry Card  Electric Iron  Iron Board  Coat Hangers  Electric Safe  Cloth Hangers WRITING TABLE  In Room Dining Menu  Telephone  Stationary  Notepad  Various Magazines  Reading Lamp  Dustbin  Hotel Information Book
69  Folder With Envelopes BATHROOM  2 Hand towels  2 Face towels  2 Turkish bath towels  1 Bath mat  2 Bath robes  Hair dryer  Gargle glasses  Tissue box  Dental kit  Shaving kit  Dustbin  Hand soap  Body moisturizer  Toilet roll  Telephone  Body gel  2 Water Bottles  Bath soap  Sanitary bag  Shower cap  Sanitary napkin  Cotton make-up pads
70 BED  Mattress  Mattress protector  2 Bed sheets  Duvet  Duvet cover  4 Feather Pillows  Bed Runner  Pillow cover  2 pairs of slippers near the bed
71 LAUNDRY, LINEN ROOM AND UNIFORM ROOM The Laundry, Linen Room and Uniform Room are sub-sections of the housekeeping department. These 3 departments are interconnected in a certain way. All the linen and uniforms are handled between these 3 departments. The soiled uniforms are collected and sorted in the uniform room and sent to the laundry for washing. Once washed, they are sent back to the uniform room where they are put in racks as per the employees rack numbers. The soiled linen from each floor is collected and thrown into the linen chutes present at every floor of the hotel to the laundry. The soiled bed and bath linen are separated. Further, they are sorted as bed sheets, pillow slips, duvet covers, bath towels, hand towels, face towels and rugs. The soiled linen is washed, dried, ironed and stacked in the linen room on their respective racks. There are different machines to wash the uniforms of the employees. Guest laundry is separate and the equipments used are also different. The linen trolleys are sent to all the floors in the morning with all the linen required by the floor attendants. On each floor, there is One trolley for each attendant. These Trolleys are also filled with all the tea and coffee supplies by the minibar attendants. The laundry, linen room and uniform room are all located in the basement level. The linen room and laundry are attached to each other making the transport of linen easy and hassle-free.
72 SIZES OF LINEN BED LINEN: Single Mattress Protector: 42″ x 78″ Double Mattress Protector: 72″ x 78″ Single Bed Sheet: 76.4″ x 119″ Double Bed Sheet: 113.4″ x 119″ Single Duvet: 90.5″ x 60″ Single Duvet Cover: 94.5″ x 64.1″ Double Duvet: 90.5″ x 92.1″ Double Duvet Cover: 94.5″ x 94″ Single Blanket: 60″ x 90″ Double Blanket: 90″ x 96″ Foot Mat: 17″ x 24″ BATH LINEN: Bath Towel: 30″ x 67″ Hand Towel: 16.5″ x 26.5″ Face Towel: 12″ x 12″ Bath Rug (small): 21.6″ x 15.7″ Bath Rug (large): 20″ x 31.4″ Bath Robe (kids): 27″ Bath Robe (small): 33″ Bath Robe (large): 40″
73 CLEANING AGENTS USED BY HOUSEKEEPING Grand Hyatt uses the Diversey Brand TASKI products of Cleaning agents and machines: PRODUCT DESCRIPTION TASKI R1 Bathroom Cleaner And Sanitizer Concentrate TASKI R2 Hard Surface Cleaner TASKI R3 Glass Cleaner Concentrate TASKI R4 Furniture Maintainer TASKI R5 Air Freshener TASKI R6 Toilet Bowl Cleaner TASKI R7 Floor Cleaner Concentrate TASKI R9 Bathroom Cleaner Concentrate TASKI SPIRAL Floor Cleaner Concentrate
74 FORMATS AND REGISTERS MAINTAINED IN THE HOUSEKEEPING DEPARTMENT: Since the computers and various softwares have been introduced in the hotel industry, maintaining hand written records has become passé. All the information is updated in the MICROS Software. Still some nominal formats and registers are maintained.  Lost and Found Register  Lost and Found Slips  Closing Checklist TRITON is software that is used by the housekeeping department to make maintenance calls to the concerned people. A special TRITON phone is carried by every supervisor and maintenance officials. As soon as the maintenance call is registered in the software, a message is sent to the respective people in charge for the maintenance. COORDINATION WITH OTHER DEPARTMENTS
75 Maintenance: While servicing every room, the room attendants check for any faults or failures in the various equipments and are informed to the desk housekeeper. The desk housekeeper puts the complain on a software TRITON where the call goes to the person concerned, for e.g. an electrician is called for repairing a bed side lamp. Jobs like painting, polishing, plumbing, TV repairing etc are all handled by the maintenance department. Flower Room: The florist in the hotel works independently but is in close contact with the housekeeping department. This is because, some of the rooms, i.e. the suites, are provided with floral arrangements that need to be changed daily. The flowers in public areas as well are a responsibility for the public area supervisor to be checked and inform the flower room about any change in the same. Food & Beverage Service: The housekeeping is informed about the different flower arrangements required in the banquets before the function commences. Public areas also include banquet areas and so any prior cleaning that is required are informed to the housekeeping department in advance. Front Office: The coordination between the housekeeping and front office plays the most important role in selling the rooms. It is mandatory that the rooms are cleaned and cleared in time and they have to be of the highest standard. The front office sells rooms as soon as the housekeeping clears them. Any double lock rooms that the housekeeper finds while cleaning, are informed to the reception.
76 TASKS PERFORMED IN HOUSEPEEKING DEPARTMENT: • Deep cleaning of fire exit. • Cleaning of AC grill and vent. • Cleaning of steel bin. • Bed making. • Duties of linen runner. • Using flat work iron. • Folding and arranging of linen. • Assisted GRA In getting departure rooms ready. • Cleaning mini-bar. • Cleaning of banquet level floor. • Vacuuming banquet level carpet. • Flower arrangement for floors. • Cleaned containers and vessels for flower arrangement.
77 FOOD AND BEVERAGE SERVICE The second major revenue producing department of a hotel is the Food and Beverage Service. A 5- star hotel provides different cuisines and varied styles of services to a guest. All 5-star hotels have a coffee shop, specialty restaurants, a bar and huge banquets. GRAND HYATT is one of the leading hotels of the world and provides the guest with all of the above. The restaurants have their own separate satellite kitchens and the banquets are catered by the main kitchen. Managing this department requires skill and vast knowledge of food and beverages as this is a very vast department.
78 DEPARTMENTAL HIERARCHY DIRECTOR OF F&B OUTLET MANAGER ASSISTANT MANAGER TEAM LEADER HOST/HOSTESS BARTENDER WAITER APPRENTICE TRAINEE
79 Food and Beverage Outlets China House  Manager- Joshua D’Mello  Asst Manager- Jagruti Sochar Designed to exude the warmth of a typical Chinese home, China House, offers casual dining with a modern approach, features home style Sichuan cuisine, a fine selection of Chinese teas China House offers delectable signature dishes such as Beggar’s Chicken, hand-pulled Dan Dan noodles, Peking Duck, Black pepper king crab, Steamed crystal prawn dumplings; that are complemented by an exhaustive list of delectable wines and a host of mouth-watering desserts to cleanse the palate. The China House restaurant design integrates interactive glass show kitchens into a multiple-seating layout with table booths and lounge. Covers – 154 covers Hours Lunch 12:30 pm – 3:00 pm Dinner 7:00 pm – 12:00 midnight Location: Access from the Lobby level Highlights: Beggar Chicken Peking Duck Yum Cha Single Diner Menu Chinese Chefs
80 Celini • Manager- Wilbur Tauro • Asst Manager- Yogesh Singh Celini Mumbai, with home-style cooking embraces traditional Italian recipes and presents them with a modern approach. Celini in Italian means Moon. Exuding an understated elegance, the interiors of Celini Mumbai are contemporary and simple. The Mumbai restaurant showcases a wood-fired pizza oven, rotisserie and charcoal grill – all built into its show kitchen designed by Molteni of France, where the sights and smells of Chef Alessandro Persico’s Italian cooking invades all the senses. The restaurant has an exhaustive list of delectable wine and multiple seating options like table booths and lounge. The Culinary product line encompasses traditional Italian Trattoria style recipes presented with a modern approach without compromising the culinary heritage.This contemporary restaurant offers truly Italian home-style cooking inspired by its Molteni show kitchen that includes Wood fired pizza oven, rotisserie and charcoal grill. Covers – 126 Covers Hours It also doubles up as a breakfast restaurant if 55 east has a lot of reservations. Breakfast 6:30am – 10:30am Location: Lobby level Lunch 12:30pm – 3:00pm Dinner 7:00pm – 12:00 midnight Late Night Dining 12:00 midnight – 6:00am
81 Soma Grand Hyatt Mumbai Hotel’s Indian restaurant Soma offers authentic specialties from North India and the North-West frontier cuisine. The food at the best Indian restaurant in Mumbai is simple, with a selection of tandoor- grilled meats, seafood and vegetables, each prepared live to perfection. The tandoor show kitchen at Soma is the restaurant’s central feature, allowing diners to see skilled chefs preparing the meal right before their eyes. The colorful and eclectic art at Soma restaurant in Mumbai reflects the moon in its serene traditional moods, providing the ideal ambience for savoring authentic and traditional Indian cuisine. The restaurant has an exhaustive wine list and unique desserts.  Soma in Hindi means Moon  Soma is a unique concept in Mumbai with tandoor cooking being the essence of the Indian restaurant.  The cuisine is simple with grilled meat, vegetables and fish each prepared live to perfection.  A palette on Indian food and art, Soma offers tandoor and grilled specialties from authentic North Indian & North West frontier cuisine. The tandoor show-kitchen is the restaurants central feature where guests can see skilled chef’s preparing your meal right before their eyes. Covers - 114 Hours Dinner 7:00 pm - 12:00 midnight Location: Lobby level
82 Soma Menu Fifty Five East
83  Manager-Joshua D’Mello  Assistant Manager- Ashlesha Deshmukh,Sudhakar Parab Fifty Five East is a casual dining restaurant in Mumbai featuring interactive kitchens, offering Thai, Japanese, Lebanese mezze, Western and Indian specialities prepared à la minute. The design of the Fifty Five East Mumbai restaurant draws inspiration from the natural phenomena of sunlight passing through leaves and branches in a forest, and the result is a textured look with uneven shadows in harmony with each other. The atmosphere is relaxing and kid-friendly with multiple seating options such as table booths and lounge. Fifty Five East restaurant is also known for its exhaustive wine list and is popular for its business luncheons, Sunday brunches, and exciting offers over lunch & dinner and exotic flavours from the orient. The most lavish, fun and authentic Sunday Brunches, also known as Big Brunch Sundays is a culinary experience, best enjoyed with family and friends. Highlights: Sushi Thai Steam Boat Indian Street Food Grills & Steaks Desserts Lebanese Salads & Antipasti Enjoy a delectable buffet spread with multicuisine offerings from across the globe. Interactive live stations and regional chefs make it the best place for brunch in town.  Is the hotels primary western cuisine Restaurant with an objective to offer best cuts of pork, chicken and fish, grilled an a natural charcoal.
84  Features a glass walk in wine library located on both sides of the restaurant holding 1400 bottles of wine each.  Also features a Molteni open kitchen and a rotisserie.  Has a dedicated elevator access.  Fifty Five East is a casual dining restaurant featuring interactive kitchens, offering Thai, Japanese, Lebanese mezze, Western and Indian specialities prepared à la minute. The most lavish, fun and authentic Sunday Brunches, also known as Big Brunch Sundays is a culinary experience, best enjoyed with family and friends. No. of covers- 176 Meal: Buffet Breakfast Time: 6:00am-10:30am (Weekends and Public Holidays: 6:00 am to 11:00 am) Meal: Lunch (Monday to Saturday) Time:12:30 pm-3:00 pm Meal: Dinner Time: 7:00 pm-12:00 midnight Meal: Sunday Brunch Time: 12:30 pm-4:00 pm Location: Access from the Lobby level Lobby Lounge  Manager- Joshua D’Mello
85  Asst Manager- Sudhakar K The stylish contemporary Lobby Lounge is located in the best business hotel in Mumbai and is an ideal place for business meetings, networking and informal lunches. The all day dining menu at Lobby Lounge includes an eclectic mix of Indian and international specialities and afternoon high tea. One of the highlights of the beverage menu is the premium selection of Eau de Vie and the Indian single estate teas. Covers:86 – Hours: All day dining from 8:00 am to 8:00 pm Location: Lobby level Gourmet Store Manager – Joshua D’Mello  Asst.Manager- Rahul Kotekar Located on the ground level of The Grand Hyatt Plaza, is a culinary representation of the taste and style of Grand Hyatt Mumbai hotel, and a one stop-shopping destination for virtually any meal period of the day, with an emphasis on quick, efficient and uncomplicated service at all times.The Gourmet Store Mumbai features a large selection of gourmet delicatessen items such as cheeses, cold cuts, home-made salads, meats and made-to-order sandwiches, as well as coffee, an array of teas, smoothies and milkshakes, which are available to take away or be consumed in the Gourmet Store Mumbai. A selection of cakes, breads, decorative pastries and cookies in specially designed packaging are also offered. Our Mumbai restaurant is kids friendly, offers various options on low calorie and sugar free cuisines. The Gourmet Store is located at The Plaza-the retail section of the hotel and also offers retail products, has a flower shop and is kid-friendly. Covers:56 Hours: 7:00am - 9:00pm Location: The Grand Hyatt Plaza, access from the Lobby level
86 China House Lounge China House Lounge at Grand Hyatt Mumbai adds a unique paradigm to the stylish lounges of Mumbai. This multi-level lounge is the perfect setting for intimate lounging and conversations over pre-dinner drinks or late night cocktails. The main feature of the China House Lounge at the Grand Hyatt Mumbai is the centre, island-style LED light bar, with an array of bottles and unconventional glassware that appear suspended on large glass shelves overhead. Avant-garde interiors form a part of the single private room, while semi-private booths with plush oversized armchairs and open spaces add to the space as the music lingers in the air. The in-house signature beverages, from the classics to the unique post-dinner cocktails, enhance the feel of the lounge Mumbai even further. Hours 10.00pm-3.00am Open from Wednesdays to Saturdays Location: Access from the Lobby level The Bar • Manager- Wilbur Tauro
87 • Asst Manager- Yogesh Singh The Bar is centrally located on the Lobby level, adjacent to all the restaurants, making it an ideal place to sit back and unwind with pre- and post-dinner drinks. The Bar in Mumbai is one of the few bars that also serves an all-day dining menu featuring Indian and international cuisine. Enjoy a great meal and select from a range of vintage wines by the glass, fine whiskeys and single malts. The Bar Mumbai is a great place to unwind after a long day with friends and business associates. Hours: Drinks & Snacks from 17:00 hrs till 01:00 hrs Location: Lobby level Room Service: Room service is the ultimate convenience, whether it is for a quick start for early risers, a romantic dinner for two or a hospitable gathering.From snacks, take-away boxes, full course
88 meals that come straight from our specialty kitchens to carefully thought through children’s menus, the option of room service is to be explored and enjoyed. Room service hot kitchen prepares the food ordered from the room service menu. Other restaurant items can be ordered and is delivered by the Room Service Department. All hot/cold beverages are prepared in the cold kitchen in the room service. Manager: Joshua D’Mello. No. of Rooms: 547 Asst. Manager: Rahul Funde No of Apartments: 110 Room service also caters to outlet “AQUA” and Business Centre. Room Service is a 24 hour operating outlet. HEIRARCHY: Room Service Manager Asst. Room Service Manager
89 Room Service Pantry Layout:
90 Room Service Order Delivery Procedure:
91  RSOT receives call, makes a rough note of the order.  RSOT punches in KOT. KOT is printed by ROOM SERVICE PANTRY PRINTER of MICROS system.  Food is prepared in the room service kitchen/other outlet kitchens (if ordered).  One KOT is maintained by manager.  Other KOT given to pantry-man for setup of tray/trolley.  Food is kept in hot case (trolley deliveries only)  Second KOT is used to crosscheck order and food and is kept in table cloth of trolley or tray mat of tray.  Check is printed and kept by RSOT. Check is collected, put into a case and order goes out for delivery.  Payments are usually charged to the room. EDC is to be carried if guest is willing to pay by card. AMENITY PLACEMENT: The Room Service department gets a list of all rooms where amenities are supposed to be placed along with what amenities are supposed to be placed. This is done by the Front Office and generally differs from guest to guest. For VIP 1 guests  Presidential platter.  Amenities of the day.  Bottle of wine and assorted nuts.  Water bar set up (on request). For V2/ V4/V6/V8 guests  Amenities of the day.
92 THE TEAM LEADER’S CONTROL SHEET: Room No Order Details Time of Order Time of Delivery Delivered By Clearance Status Maintained by the Team Leader/Manager, the team leader’s control sheet is a document that records order details throughout the day. It can act as a source of reference in case of future discrepancies or audits. The KOT maintained by the manager is used to fill up the control sheet. The control sheet is to be completed and handed over to the next employee in shift.
93 MODE OF OPERATION: Cutlery:  Fork  Spoon  Knife  Side-knife  Soup Spoon  Tea Spoon  Parfait Spoon  Tea stainers  Service Equipment (Knives, Forks, Spoons, Tongs etc) Crockery:  Brands: “Stallion”, “Bauscher”.  Dinner Plates (12 inches and 8 inches)  Side plate.  Condiment bowls.  Salt-Pepper cruet.  Soup bowls with lid.  Multi-Purpose bowls.  Fries bowl.  Round pots and oval platters (kitchen)  Butter dishes.  Teapots.  Teacups, saucers.  Cappuchino cup and saucer.
94 Glassware:  Old fashioned glass.  High-ball glass.  Collins glass.  Beer pilsner  Ice-Tea Glass  Red wine glass  White wine glass  Champagne Flutes. Special Equipments:  Hot case (Intera).  Used to deliver hot food in trolleys.  Electrically chargeable.  3-4 racks. Ample space for general orders.  Retains heat for a long time.  Maintained properly by maintenance. Linen:  Brand: Welspun.  Table Cloths  Tray Mats (large and small)  Discarded linen to be used as dusters/wiping cloths.  Napkins.  Cocktail napkins.  Soup underliners.  Tea Cozy cover.
95 Uniform:  White shirt, black trousers, black shoes, black waistcoat with brown tie.  Managers wear respective suits.  Hair and facial hair trimmed short, should look professional.  Room Service attendants to carry wine openers. ORDER TAKING PROCEDURE:  Pick up call, “GM/GA/GE, this is *NAME* from Room Service. How may I assist you?”  Listen to the guest and note down order.  Suggest ongoing events/offers at hotel outlets, or signature dishes.  Confirm availability of items from kitchen if doubtful.  Confirm order and thank the guest.  Punch the order in MICROS and print KOT for further operations.
96 TASKS PERFORMED:  Preparing various types of tea and coffee  Preparing other cold beverages.  Making napkin folds.  Juice pickup from Commissary.  Tray/Trolley setup as per order.  Order delivery in rooms.  Order clearance from rooms.  Wiping cutlery and crockery.  Pickup washed cutlery, wiping, sorting and stacking in pantry.  Handling guest requests and coordinating with senior authority to cater to the requests.  Clearance of trolleys back in the pantry and setup for next order.  Checking orders and pickup food from other outlets if there.  Clearance of working area and maintenance of general hygiene in working area.  Used software TRITON to register guest requests.  Used software MICROS under supervision for order taking and posting. .
97 CONCLUSION As an undergraduate of the Institute Of Hotel Management Mumbai, I would like to say that this training program is an excellent opportunity for us to get to the ground level and experience the things that we would have never gained through going straight into a job. I am grateful to IHMCTAN and Grand Hyatt Mumbai for giving us this wonderful opportunity. The main objective of the industrial training is to provide an opportunity to undergraduates to identify, observe and practice how the hospitality knowledge is applicable in the real industry. It is not only to get experience on technical practices but also to observe management practices and to interact with fellow workers and guests. The only chance that an undergraduate has to have this experience is the industrial training period. I feel I got the maximum out of that experience. Also I learnt the way of work in an organization, the importance of being punctual, the importance of maximum commitment, and the importance of team-spirit. The training program having four destinations was a lot more useful than staying at one place throughout the whole four months. In my opinion, I have gained lots of knowledge and experience needed to be successful in a great hoteliering challenge. SOURADEEP BISWAS

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Souradeep Biswas 153616.pdf (Grand Hyatt)

  • 1.
    INDUSTRIAL TRAINING REPORT Anoverview of Industrial Training in Grand Hyatt, Mumbai. Name: Souradeep Biswas Year: SY NCHM Roll: 153616 IHM, Mumbai. Training Period: 05th December, 2016 to 31st March, 2017
  • 2.
    2 CONTENTS Acknowledgement 2 About Hyatt3 Hyatt Brands 5 Hyatt Memberships 10 Hyatt Values 18 Grand Hyatt Mumbai 19 Training Schedule 25 Front Office 27 Food Production 49 Housekeeping 65 Food and Beverage Service 76 Conclusion 97
  • 3.
    3 ACKNOWLEDGEMENT To begin with,I’d like to thank the Principal, HODs, Training Coordinator and all my teachers for their support and guidance and for providing an enriching opportunity to undergo training at Grand Hyatt, Mumbai. This has been a wonderful experience and has been helpful in the development of my knowledge and skills as a part of the hospitality industry. I would also like to thank the General Manager, Director of Operations, HR, and the Training Manager for allowing me to undergo my training at their esteemed hotel Grand Hyatt, Mumbai. It was an amazing experience to work under a caring and supportive staff, who have excelled in their field of work in the hospitality industry. I thank you all.
  • 4.
    4 ABOUT HYATT  HyattHotels Corporation is an American multinational owner, operator, and franchiser of hotels, resorts, and vacation properties.  The Hyatt Corporation came into being upon purchase of the Hyatt House, at Los Angeles International Airport on September 27, 1957. The original owners were entrepreneurs Hyatt Robert von Dehn and Jack Dyer Crouch. Von Dehn sold his shares to Jay Pritzker a few years later.  Over the following decade, acquisitions were made, and Hyatt became the fastest-growing hotel chain in the United States.  In 1969, Hyatt opened its first hotel outside the United States, the Hyatt Regency Hong Kong. In 1972 Hyatt formed Elsinore Corporation, a subsidiary to operate the Four Queens Hotel and Casino and the Hyatt Lake Tahoe.  After Hyatt became a private company in 1979, Elsinore was spun off as a public company. The company opened the Playboy Hotel and Casino as a joint venture with Playboy Enterprises.  In 1980 the Grand Hyatt and Park Hyatt brands were introduced. Hyatt runs resort hotels, starting with the Hyatt Regency Maui in 1980.  In June 2004, substantially all of the hospitality assets owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International Corporation, were consolidated under a single entity called Global Hyatt Corporation. On June 30, 2009, Global Hyatt Corporation changed its name to Hyatt Hotels Corporation.  In December 2004 Hyatt Hotels Corporation acquired AmeriSuites, an upscale chain of all- suite business class hotels from affiliates of the Blackstone Group.  The AmeriSuites chain was rebranded and called Hyatt Place, a competitor to the limited- service products Marriott International's Courtyard by Marriott and Hilton Worldwide's Hilton Garden Inn. In December 2005 Hyatt acquired limited service company Summerfield Suites from the Blackstone Group.  In January 2012 Hyatt Summerfield Suites were rebranded as Hyatt House to compete in the "upscale extended stay market" against Residence Inn, Homewood Suites.  Hyatt Hotels Corporation operates several chains. The Human Rights Campaign (HRC) awarded the company 100% in the HRC Equality Index for eight consecutive years.
  • 5.
    5  The HyattRegency brand is the oldest brand in the company, with the Grand Hyatt and Park Hyatt brands being introduced in 1980. Some of these are styled as "resort" properties, and may have spas or other recreational facilities.  Other brands include Hyatt Place, designed as a limited service offering for business travellers. Hyatt launched the Andaz brand in April 2007. The first Andaz hotel was The Great Eastern Hotel in London.  In August 2009 it was reported that Hyatt Hotels Corporation filed plans to raise up to $1.15 billion in an initial share sale. That November Hyatt completed an initial public offering and began trading publicly on the New York Stock Exchange under the symbol H.  According to the filing Mark S. Hoplamazian was to serve as CEO and Thomas Pritzker as Executive Chairman. Accused of looting family trusts, Thomas and cousins Penny and Nicholas took control of the family businesses when they and other family members were sued by cousin Liesel Pritzker, claiming fraud and seeking damages of over US$6 billion.  On November 2013 Hyatt introduced their first all-inclusive resort brands, Ziva and Hyatt Zilara.  As of 2015, Hyatt Ziva and Hyatt Zilara offer all inclusive accommodations in Cancun, Puerto Vallarta, Los Cabos and Rose Hall, Montego Bay, Jamaica.  On October 28, 2015, Hyatt announced that they were in advanced talks to acquire Starwood Hotels in the coming weeks in a cash and stock transaction.  As of December 31, 2016, the company’s portfolio included 698 properties in 56 countries.
  • 6.
    6 HYATT BRANDS Park Hyatt Park Hyatt hotels provide discerning, affluent business and leisure guests with elegant and luxurious accommodations.  Located in several of the world's premier destinations, each Park Hyatt hotel is custom designed to combine sophistication with a distinctive regional character. Hyatt Regency  The Hyatt Regency brand is an energizing hotel brand that connects travelers to whom and what matter most to them.  More than 140 conveniently located Hyatt Regency urban and resort locations in over 30 countries around the world serve as the go-to gathering space for every occasion – from efficient business  Hyatt Regency hotels and resorts offer a full range of services and amenities, including notable culinary experiences; technology-enabled ways to collaborate; the space to work, engage or relax; and expert planners who take care of every detail. Grand Hyatt
  • 7.
    7  Grand Hyattfeatures large-scale, distinctive hotels in major gateway cities and resort destinations.  With presence around the world and critical mass in Asia, Grand Hyatt hotels provide sophisticated global business and leisure travelers with upscale accommodation.  Signature elements of the Grand Hyatt brand include dramatic architecture; innovative dining options; state-of-the-art technology; spa and fitness centers; and comprehensive business and meeting facilities appropriate for corporate meetings and social gatherings of all sizes. Andaz  Global in scale while local in perspective, Andaz hotels deliver an innovative hospitality experience and attentive, uncomplicated service designed to accommodate guests’ personal preferences.  Hotels in this collection reflect the unique cultural scenes and spirit of the surrounding neighborhood and are dedicated to creating natural and vibrant living spaces where travelers can indulge their own personal sense of comfort and style. Hyatt
  • 8.
    8  Hyatt hotelsare smaller-sized properties conveniently located in diverse business and leisure areas.  With hotels typically ranging from 150 to 350 rooms, Hyatt hotels offer guests the opportunity to experience our hospitality in a vibrant environment.  Customers include individual business and leisure travelers, and Hyatt hotels can accommodate smaller scale business meetings and social gatherings. Hyatt Place  Launched in 2006, the Hyatt Place brand brings to the upscale select service hotel category the authentic hospitality for which Hyatt is known.  Inspired by multitasking travelers’ 24/7 lifestyle, Hyatt Place hotels combine style with casual hospitality. Featuring spacious guestrooms with the Cozy Corner, free Wi-Fi, the 24/7 Gallery Menu, Coffee to Cocktails Bar, and free hot breakfast with your stay.  Specially trained Gallery Hosts are on hand to offer assistance with everything from directions to check-in to a freshly made meal.
  • 9.
    9 Hyatt House  HYATThouse hotels are designed to welcome residents rather than guests and offer services, amenities, upscale spaces and a casual, comfortable environment that reminds guests of home.  Residentially inspired studios, one- and two-bedroom suites feature contemporary full kitchens, living space with flat panel HDTVs and bedrooms with a plush bed.  Complimentary Wi-Fi is available throughout the hotel.  The Morning Spread, a complimentary full hot breakfast for guests featuring a made-to-order Omelet Bar, is served daily and the H BAR features the Sip+Savor menu and full bar (Evening Social, Monday-Thursday from 5:30-7:00pm, at select locations in lieu of the H BAR).  Public spaces include a 24-hour Workout Room, House Market and laundry facilities. A friendly House Host is available to check-in guests, provide directions or help with other needs to help guests feel at home.
  • 10.
    10 Hyatt Ziva  HyattZiva all-inclusive resorts cater to vacationing guests of all ages and offer a wide variety of activities that allow them to explore the unique destinations in which the properties are located.  Hyatt Ziva properties are larger resorts catering to families and accommodating groups with varied and well-appointed meeting facilities.
  • 11.
    11 HYATT MEMBERSHIPS HYATT GOLDPASSPORT  Gold Passport is Hyatt’s Frequent Guest Travel Program.  Complimentary to join.  One Hyatt Gold Passport card per member - Family members/ relatives/ spouses/ friends cannot share or avail GP benefits for a HGP card held in the member’s name.  Available to all individuals* - Particularly over 18 years of age.
  • 12.
    12 BENEFITS  5 Pointsper eligible U.S. dollar for which a member personally pays.  Earn Gold Passport points, Travel Partner Airline Miles or M life Tier Credits as a Registered Guest during a stay.  Earn Gold Passport points at participating Restaurants, Salons & Spas worldwide as a Non Registered Guest.  Redeem points for Free Night Awards, Room Upgrade Awards & Dining, Spa and More Awards. DIAMOND BENEFITS  Earn 30% point bonus points.  Enjoy the best room including Grand Club rooms (Excluding Suites) based on availability upon arrival.  Confirmed room availability for guaranteed reservations made 48-hours prior to arrival*(This guarantee is only applicable when the hotel is sold out entirely including suites)  A 4:00 p.m. Late Checkout request.  A complimentary Welcome Amenity – a choice of 1,000 Bonus points or a food and beverage amenity*(Amenity provided is at the discretion of the hotel)  Enjoy complimentary premium Internet access.  4 Suite Upgrade Awards issued annually *(Valid on paid when paying an Eligible Rate for a maximum of 7 consecutive nights. Award valid for only Standard Suites)  2 United Club passes valid for 1 person for 1 visit at any United Club Airport location*(Not valid at United Arrivals Lounge, United Global First℠ Lounge or Star Alliance™ lounges)  Earn 15% point bonus points.  Enjoy a preferred room including rooms on higher floors or larger rooms, based on availability upon arrival.
  • 13.
    13  Confirmed roomavailability for guaranteed reservations made 72-hours prior to arrival*(This guarantee is only applicable when the hotel is sold out entirely including suites)  A 2:00 p.m. Late Checkout request. WORLD OF HYATT
  • 14.
    14  Hyatt haschanged its loyalty program from Gold Passport to a completely new World of Hyatt, effective from March 1, 2017.  It has aimed to overhaul the elite statuses and benefits of members.
  • 15.
    15 DISCOVERIST Enjoy a higherlevel of service and comfort around the world. Achieve status after completing 10 qualifying nights or earning 25,000 Base Points or holding 3 qualifying meetings/events per calendar year. Complimentary Essentials Premium Internet and a bottle of water daily. Earning a night Receive a free night on us once you stay at 5 different Hyatt brands, starting March 1, 2017. Hotel perks Get the most out of your stay at participating Hyatt hotels and resorts when paying an eligible rate or redeeming an award night.  Stay connected with complimentary premium Internet where available  Quench your thirst with a bottle of water daily  Upgrade to a preferred room based on availability at check-in  Expedite check-in at a dedicated area reserved for elite members  Extend your stay until 2:00 PM upon request (subject to availability at some locations)  Enjoy waived resort fees on free night awards Extra privileges  Save up to 10% with the Member Discount rate at participating Hyatt hotels and resorts  Book your stay through an exclusive reservation line  Receive Pearl status with M life Rewards, the loyalty program of MGM Resorts International EXPLORIST
  • 16.
    16 Access more comforts,rewards and upgrades around the world. Achieve status after completing 30 qualifying nights or earning 50,000 Base Points or holding 10 qualifying meetings/events per calendar year. Relax and unwind Receive 4 Club lounge access awards annually, which include breakfast daily. Earn Bonus Points Get 20% Bonus Points on all eligible purchases. Hotel perks Get the most out of your stay at participating Hyatt hotels and resorts when paying an eligible rate or redeeming an award night.  Stay connected with complimentary premium Internet where available  Quench your thirst with a bottle of water daily  Enjoy an upgraded room based on availability at check-in, excluding suites and rooms with Club lounge access  Expedite check-in at a dedicated area reserved for elite members  Extend your stay until 2:00 PM upon request (subject to availability at some locations)  Enjoy waived resort fees on free night awards  Use 4 Club lounge access awards annually at participating Hyatt hotels and resorts at the time of reservation. Access includes continental breakfast and evening hors d’oeuvres Extra privileges  Save up to 10% with the Member Discount rate at participating Hyatt hotels and resorts  Receive Gold status with M life Rewards, the loyalty program of MGM Resorts International  Book your stay through an exclusive reservation line  Ensure a room is available at participating Hyatt hotels up to 72 hours in advance (blackout dates apply) GLOBALIST Enjoy the highest level of luxury, and rewards and benefits that will exceed expectations. Achieve status after completing 60 qualifying nights or earning 100,000 Base Points or holding 20 qualifying
  • 17.
    17 meetings/events per calendaryear. Travel in luxury Get comfortable with room upgrades, up to standard suites, and Club lounge access, which includes breakfast. Forget the resort fees Enjoy waived resort fees on free night awards and eligible rates. Get the most out of your stay at participating Hyatt hotels and resorts when paying an eligible rate or redeeming an award night.  Stay connected with complimentary premium Internet where available  Quench your thirst with a bottle of water daily  Enjoy an upgraded room based on availability at check-in, up to standard suites  Expedite check-in at a dedicated area reserved for elite members  Extend your stay until 4:00 PM upon request (subject to availability at some locations)  Enjoy complimentary parking on free night awards (available where parking can be charged to your room)  Relax in the Club lounge with continental breakfast and evening hors d’oeuvres daily. Or, enjoy complimentary full breakfast daily for each registered guest (up to 2 adults and 2 children) at Hyatt hotels and resorts without a Club lounge.  Receive priority access to available rooms when checking in early  Enjoy waived resort fees on free night awards and eligible rates Extra privileges  Save up to 10% with the Member Discount rate at participating Hyatt hotels and resorts  Receive Gold status with M life Rewards, the loyalty program of MGM Resorts International  Book your stay through an exclusive reservation line  Ensure a room is available at Hyatt hotels up to 48 hours in advance (blackout dates apply)  Enjoy two complimentary United Club one-time passes annually  Share your in-hotel benefits with your Guest of Honour when transferring an eligible award LIFETIME GLOBALIST You will have access to our highest level of luxury without having to requalify. Enjoy remarkable service, rewards and benefits that will exceed every expectation.
  • 18.
    18 Achieve this lifetimestatus by earning 1,000,000 Base Points over the course of your program membership. Travel in luxury Get comfortable with room upgrades, up to standard suites, and Club lounge access, which includes breakfast. Forget the resort fees Enjoy waived resort fees on free night awards and eligible rates. Hotel perks Get the most out of your stay at participating Hyatt hotels and resorts when paying an eligible rate or redeeming an award night.  Stay connected with complimentary premium Internet where available  Quench your thirst with a bottle of water daily  Enjoy an upgraded room based on availability at check-in, up to standard suites  Expedite check-in at a dedicated area reserved for elite members  Extend your stay until 4:00 PM upon request (subject to availability at some locations)  Receive priority access to available rooms when checking in early  Relax in the Club lounge with continental breakfast and evening hors d’oeuvres daily. Or, enjoy complimentary full breakfast daily for each registered guest (up to 2 adults and 2 children) at Hyatt hotels and resorts without a Club lounge.  Enjoy waived resort fees on free night awards and eligible rates  Enjoy complimentary parking on free night awards (available where parking can be charged to you). Extra privileges  Access to My Hyatt Concierge agent for reservations and personalized service  Save up to 10% with the Member Discount rate at participating Hyatt hotels and resorts  Receive Gold status with M life Rewards, the loyalty program of MGM Resorts International  Book your stay through an exclusive reservation line  Ensure a room is available at Hyatt hotels up to 48 hours in advance (blackout dates apply)  Enjoy two complimentary United Club one-time passes annually  Share your in-hotel benefits with your Guest of Honour when transferring an eligible award HYATT VALUES RESPECT  Be inclusive.
  • 19.
    19  Value diversepoints of view.  Care for people and your environment. INTEGRITY  Tell and accept the truth.  Honour your commitments.  Take ownership and act with pride. HUMILITY  Let actions speak for themselves.  Share the credit.  Put others first. EMPATHY  Truly listen.  Respond with compassion.  Walk in the shoes of others. CREATIVITY  See things anew.  Fail often to succeed sooner.  Be curious: learn and relearn. FUN  Don’t take yourself too seriously.  Laugh out loud.  Build joy into your work
  • 20.
  • 21.
    21 VISION Grand Hyatt Mumbaiwill be known as a contemporary lifestyle destination, committed to its employees, guests & stakeholders, providing authentic hospitality and an experience unparalleled in India. MISSION We will continue to nurture, encourage and retain a team of highly engage employees to achieve their personal and professional goals. We will meet and exceed guest expectations by offering products and services that are consistent with Hyatt brand standards ensuring customer loyalty. We will be responsible to protect the interests of our owners, business partners, community and be recognized for our ethical and astute asset management.
  • 22.
    22 SITUATIONAL OVERVIEW • GrandHyatt Mumbai has carved a niche for itself as a “home-away-from-home” in the minds of its guests and in the market place. The client base, comprising mainly of business guests & convention groups as a better alternative to stand-alone accommodation because of the multi-dimensional facilities available along with the care and warmth provided to them by the hotel’s team through their stay • The hotel opened in 2004 with 547 guest rooms including 38 suites. Spacious, sophisticated & welcoming – the open plan design contemporary and stylish with the use of golden jaisalmer stone, light sycamore veneer and understated artwork. • From 2009 to 2011, the rooms were refurbished with a darker veneer along with understated artwork. The design elements of the room draw inspiration from the theme ‘expressions of Mumbai - its life, dreams and spirit.’ • Over the course of the refurbishment, the hotel’s suites inventory had changed too. From 3 individually themed presidential suites based on “sun, moon & earth’, we now have 1 presidential suite and from 4 diplomatic suites, we now have 7. • Both presidential & diplomatic suites have beautiful grey William stone with Greek theses in the vanity counter. During the course of the refurbishment of our guest rooms, we proactively took all necessary measures to ensure minimal impact of renovation on our guests experience as well as our associates at work. • We also support our POMEC/ project team in rectifying some of the key challenges like seepages in a few of our guest rooms. LOCATION
  • 23.
    23 Grand Hyatt Mumbai OffWestern Express Highway, Santa Cruz (East), Mumbai, India, 400 055 Tel: +91 22 6676 1234 Fax: +91 22 6676 1235 Email:mumbai.grand@hyatt.com Grand Hyatt Mumbai is a city landmark, set on ten acres of prime land in the center of Mumbai, just ten minutes from the domestic airport and 20 minutes from the international airport. The hotel is within ten to fifteen minutes of Bandra-Kurla, Mumbai’s emerging business district, and close to The American School and Dhirubhai Ambani International School, two of the city’s best-known international schools. Check-in Time: 1400 hours Check-out Time: 1200 noon Distances to / from Grand Hyatt Mumbai hotel
  • 24.
    24  Mumbai InternationalAirport - 9 km (30 minutes by car)  Mumbai Domestic Airport - 3.2 km (15 minutes by car)  Bandra-Kurla Complex - 3 km (10 - 15 minutes by car)  Bandra Worli Sea Link - 3 km (10 - 15 minutes by car)  Nariman Point (Town Centre) - 21 km (40 minutes by car)  Kalina - 3 km  Worli - 12 km  Lower Parel - 12 km  Linking Road - 4 km  NSE Goregaon - 12 km  Gateway of India - 22 km  Prince of Wales Museum - 23 km  Esselworld - 43.7 km  Dhobi Ghat - 14.7 km  Mahalakshmi Race Course - 14.5 km  Haji Ali Shrine - 14 km  Elephanta Caves - 31 km HOTEL KEY PERSONNEL
  • 25.
    25  Area Director/General Manager - Sunjae Sharma  Executive Assistant - Sanober Merchant  Hotel Manager – Manish Chandra  Front Office Manager - Varun Mohan  Housekeeping Manager – Ms. Pancham  Business Centre Manager - Ursula Lewis  Food & Beverage Production Executive Chef - Chef Hermann Grossbichler  Director of Food & Beverage – Elroy Tulkar  Area Director of Finance - Rajiv Gupta  Area Director of Human Resources - Mr. Vidyashankar  Director of Engineering - Mahesh Gadgil  Area Director of Sales & Marketing - Sanjiv Tandon  Director of Sales - Shanta Kamath  Marketing Communications Manager - Pratiti Rajpal  Director of Security - Kaushik Patil TRAINING SCHEDULE
  • 26.
    26 Training duration: 17 weeks(05th December 2016 to 31st March, 2017) 05th – 07th December: Orientation and induction. Department 1: Front Office. Outlet: Airport Service. Duration: 08th December, 2016 to 4th January, 2017. Department 2: Food Production. Outlet: Banquet Kitchen. Duration: 05th January, 2017 to 04th February, 2017. Department 3: Housekeeping. Sections: Rooms, Public Areas, Laundry. Duration: 05th February, 2017 to 04th March, 2017. Department 4: Food and Beverage Service.
  • 27.
    27 Outlet: Room Service. Duration:05th March, 2017 to 30th March, 2017. 31st March, 2017: Clearance procedure. FRONT OFFICE
  • 28.
    28 The Front OfficeDepartment is the image and nerve centre of the hotel property. This department is so called as this is the first view an outsider gets of the entire hotel operations. Communication with the guest and accounting of the transactions are two of the most important operations of the front desk. Answering guest inquiries about the hotel services, requests for information on guest room availability, housekeeping department inquiries concerning guest reservations, effective communications with guests, employees and other departments, are a few of the routine tasks performed constantly by a hotel front desk. Accounting procedures involving charges to registered and non-registered hotel guest accounts is also one of the daily important tasks carried out by the front desk employees. The accounts must be updated accurately and on timely basis as the guest may want to settle his/her account at any time of the day. Keeping all this data organized is of top priority of a good Front Office Manager. The Front Office is responsible for the sale of hotel rooms through a systematic method of reservations, followed by registrations and assigning of rooms to guest. The profit percentage from sale of rooms is very high and it is what decides the business made by the hotel. MISSION STATEMENT We provide authentic hospitality. We make a difference in the lives of those we ‘touch’ everyday, which is our definition of hospitality. We do this in an environment that respects all people and all ideas. We it in an efficient way that leads to superior results.
  • 29.
    29  Location  FrontOffice areas include reception and cashiering. These areas are located on Lobby level.  Manning  It is the philosophy of the Division to recruit young energetic employees who are committed to long-term career opportunities with Grand Hyatt Mumbai and Hyatt International.  Operating Philosophy  Employees will promote a work environment that encourages personalised and friendly service.  Employees are not restricted behind counters, but are stationed by the lift landings and lobby areas on lobby level to greet, welcome and assist all guests.  Knowledgeable employees will provide recommendations and direct guests personally to their desired locations.  Employees will adopt a never say “No” approach to any guest request. If a guest cannot be completed a suitable alternative will be arranged.  Employees are encouraged to take ownership in serving guests so as to exceed expectations.  At registration, guests will be welcomed to Grand Hyatt Mumbai. Return guests will be welcomed back using the guest name where ever possible.  A clean database of hotel guests will be achieved by a 3-phase registration process. First Visit a business card, passport and credit card will be obtained and the information will be accurately entered into the computer. Second Visit the guest will be asked any other additional information to ensure that their profile is complete.  VIP guests will be welcomed at the door of their limousine by name and escorted directly to their rooms. Registration will take place in the room.  Upon Checkout, guests will be escorted to the main door and bid farewell.  When greeting the guest on the telephone or at the desk, Staff are to greet the guest by name at all times.
  • 30.
    30  Guest Informationwill be provided by computer generated notes and guides at the concierge.  Guests Preferences and requests are to be shared in daily communication meetings creating awareness within the entire division ensuring that guest expectations are met.  Unique Services  Concentrate on creating and using an extensive Guest history database. Hours ofOperation  The Front Office will operate on a 24-hour schedule. The Team Leaders and Guest Service Officers will be at the desk with an Assistant Manager- Front office. Uniforms  Uniforms will be selected to compliment the interior design. There will not be a winter or summer differentiation. TYPES OF ROOMS  GRAND KING ROOM
  • 31.
    31 Enjoy floor-to-ceiling windowswith courtyard or city views, plus modern decor with light Sycamore wood panelling and golden Jaisalmer stone. Spacious 38-42 square-metre interiors include a king bed, marble bath with separate tub and shower and oversized work desk with high-speed Internet access. Balcony available in some rooms.  GRAND QUEEN ROOM Modern decor featuring Sycamore wood panelling and golden Jaisalmer stone complements city or courtyard views in a spacious 38 - 42 square-metre room. Elegant interiors include a queen-sized bed, marble bath with separate tub and shower and oversized work desk with high-speed Internet access. Balcony available in some rooms.  GRAND TWIN ROOM
  • 32.
    32 Enjoy floor-to-ceiling windowswith courtyard or city view, plus modern decor with light Sycamore wood panelling and golden Jaisalmer stone. Spacious 40-square- metre interiors include two twin beds, marble bath with separate tub and shower and oversized work desk with high-speed Internet access. Balcony available in some .  GRAND CLUB KING ROOM VIP accommodations of 40-square-metre include modern decor with Sycamore panelling and Jaisalmer stone, complementing a king bed, marble bath and work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one-way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  GRAND CLUB QUEEN ROOM VIP accommodations of 40-square-metre include modern decor with Sycamore panelling and Jaisalmer stone, complementing a queen bed, marble bath and work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one-way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  GRAND CLUB TWIN ROOM
  • 33.
    33 VIP accommodations of40-square-metre include modern decor with Sycamore panelling and Jaisalmer stone, complementing two twin beds, marble bath and work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one-way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  GRAND SUITE KING Sophistically designed featuring floor to ceiling windows offering a garden or a city view, this suite is a spacious 52 to 61-square-metre guest room with self contained work desk with complimentary high speed Internet access and marble bath with separate shower area. Lavish Grand Club amenities including complimentary boardroom usage, one-way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  VERANDAH SUITE KING
  • 34.
    34 Garden and cityviews greet you from an oversized, furnished balcony adjacent to a 64-square -metre suite featuring a king bedroom, a separate living area, marble bath with separate tub and shower, oversized work desk with complimentary high-speed Internet and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one- way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.
  • 35.
    35  GRAND EXECUTIVESUITE Floor-to-ceiling windows offer garden or city views in a luxurious 78-square-metre suite with a king bedroom, spacious living area, marble bath with separate tub and shower, self- contained work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, one- way airport transfer and a private lounge offering Continental breakfast, refreshments, cocktails and canapés.  DIPLOMATIC SUITE
  • 36.
    36 The second tonone Diplomatic Suites at Grand Hyatt Mumbai are a pure expression of contemporary luxury at its finest, in the city of Mumbai. Spaciously designed offering the latest in technology and modern fittings, these elegant 86-square-metre suite offer stunning views of the majestic 40 foot waterfall features, modern Sycamore panelling and Jaisalmer stone complementing a separate king bedroom, spacious living area, marble bath with tub and shower, self-contained work desk with complimentary high-speed internet access and chocolates upon arrival. Lavish Grand Club amenities include complimentary board room usage, one-way airport transfer and a private lounge offering refreshments, cocktails and canapés.  PRESIDENTIAL SUITE
  • 37.
    37 A suite that’sremarkable enough for royalty, the Presidential Suite at Grand Hyatt Mumbai is the ultimate pinnacle of contemporary luxury, like none other! Located on the exclusive Club level floor, the luxurious 166-square-metre suite suite comes accompanied with all the amenities and services one could desire. Offering stunning views of the inner courtyard, the 2 bedroom suite features a comfortable living area, 2 elegantly furnished bedrooms, a study room, a king-size dining room, kitchenette and opulent bathrooms. Complementing it all is the latest in technology, 3 lavish flat screen televisions and a fully- functional kitchenette including a pantry for convenience. Gatherings of up to eight people can share an exceptional meal at the dining table. The elegant marble bathroom features a rain shower, a bathtub, double vanities sets, bathrobes and Forest Essential bath amenities.
  • 38.
    38 SUB-DIVISIONS OF THEFRONT OFFICE DEPARTMENT: The Front Office may be sub-divided mainly into the following main departments, namely:  Reservation  Reception  Concierge  Bell Desk  Airport Service The Front Office department takes care of all the functions in the hotel, by taking reservations, registering guests and providing information to the guests during their stay in the hotel. RESERVATIONS:
  • 39.
    39 This is asection of the Front Office which is the hub of the department. Here, request for rooms reservation from various sources are taken, and the information is processed properly documented, stored and retrieved at the time of registration are done. Rooms being a highly perishable commodity (as the sale of room is linked with a time element), it is the duty of the Reservation Department to see that the rooms are not allowed to perish. Modes of Reservation: The different modes of reservation are:  Letters/ Fax  Telegrams  Telephones  In Person  E-mail  Online bookings Sources of Reservation:
  • 40.
    40 The usual sourcesof reservation are airlines, wholesale tour operators, travel agents (local and foreign), groups, online travel sites, companies, sales department, institutions and embassies. Types of Plans: A plan is a package proposal of rooms + meals and sometimes, even travel. The various plans offered are Continental plan that include room rate and breakfast at the restaurant Fifty Five East. Some plans include breakfast, room rent and airport transfer or at times free internet access. Process of Reservation: All the reservations are handled by the Reserv and they are recorded automatically on the Micros system of the hotel where the reservation is made. Whenever any kind of reservation is made, the first thing done by the reservations personnel is that the availability of rooms is checked in the requested hotel. All the details, such as the name of the guest making the reservation, company name and details, address, contact number, date of arrival and departure, mode of payment, room type, type of plan, number of person, credit card details for guarantee, and so on. Once the details are entered and reservation is made, an automated code is generated by the system and a confirmation letter is sent with the reservation code to the guest either by fax or e- mail. Rooms are then blocked by the hotel reservations as per the dates in the booking made. These blockings are made on a temporary basis and can be changed as per room availability. Group Reservations: Special importance is given to group reservations. A Reservations Assistant is appointed as the Group Coordinator who is responsible for handling all the operations relating to the group and coordinating with the group agent. 1 day prior to the arrival of the group, a group rooming list is prepared and given to the Reception, Housekeeping and also to the Cashiers for bill settlement. Welcome letters are printed and kept ready before the arrival. The key cards are individually made when the guests check in.
  • 41.
    41 RECEPTION: Here is thefirst opportunity where the hotel meets the client face to face. The first impression that the Front Desk Clerk makes on the guest should be positive as this is what portrays the standards of the hotel. Here, at Grand Hyatt, the guest is welcomed with folded hands and a smile. ‘Welcome to Grand Hyatt Sir/ Madam.’ The communication that takes place at the Reception is the deciding factor in the guests mind whether the stay he/she will be having would be a pleasant one or not. A smooth Registration is a sign of good guest relations skill from the hotels side. Registration Procedure: The GSO confirms the reservation number, name, address, nationality, number of persons and other details from the system. If a guest walks in, then all the details are noted and updated in the system at the reception itself. Id-proof and other documents (passport, visa) are taken and the room preference is asked. The mode of payment, credit card details (for pre-authorization),meal plan, billing instructions are all updated. After all details are fulfilled, the Registration Card is printed and signed by the guest.
  • 42.
    42 The GSO thenmakes the room selection, assigns the room and assigns the room rate. The room keys are made and given to the guest. The guest is told about the different hotel services that he/she can avail of during his/her stay. Then, the baggage of the guest is checked and tags are placed with the room number on it. The guest is then escorted till the elevators. Types of VIPs: V1 (sky blue colour)  Head of states- Prime minister and president.  Owners of other Hyatt hotels, top Hyatt international officials.  Potential developers.  Courtesy card holders.  VIPs as per General Managers or owners.  Top VIP. V2 (green colour)  Diamond guest.  Celebrities from entertainment world.  Top corporate (COO, CEO, CFO, President, Managing Directors and regional positions only)  Guests from embassies and consulates.  Ministers from India.  GM and EXCOMs from other Hyatt hotels.  Guests on-site inspections.  All suite guests.  Guest visits more than 50 times V3 (yellow colour) -
  • 43.
    43  Special attention. Honeymooners.  Hyatt employees from other Hyatt hotels.  VIPs as per Group resumes.  Guest visits from 15 – 50 times. V4 (Red colour)  Disabled guests. V 6 (Dark blue colour)  Long stay guests (14 days and above) V 7 (White colour)  Guest recognition/ First time guests. V 8  Previous guest feedback. Amenities for VIP guests - V1 (Lifetime Diamond/ Courtesy card)  Presidential platter.  Amenities of the day.  Bottle of wine and assorted nuts.  Water bar set up (on request). V2/ V4/V6/V8  Amenities of the day. Birthday  Half kg chocolate cake/ chocolate truffle cake.  Flower bouquet on request.
  • 44.
    44  If theguest is checking out on his birthday hotel gives 9 pieces chocolate box. CONCIERGE The Concierge or the Information Desk is responsible for providing the guest with extensive information on the services of the hotel as well as on entertainment, sports, tours and transportation in the area. The concierge personnel must know the area intimately and must be able to meet the individual needs of the guest. The Concierge in Grand Hyatt is located in the lobby next to the Reception itself. They also make bookings for air, rail and road transport, theatre and restaurant reservations.
  • 45.
    45 BELL DESK The BellDesk is responsible for guest baggage handling at the time of arrival and departure. The Bell Boy is the person who keeps a proper record of the number of bags and is responsible for delivering them to the right guest at the right time. The baggage is tagged and the proper room number is written. As soon as the guest checks in, the baggage is taken by the bell boy to the room. The newspapers are also placed by the bell desk personnel in the rooms. The various parcels and packages that arrive for in-house guests are entered in a register at the Bell Desk and then delivered by the bell boy to the concerned guest. Any luggage the guest wants to keep for some time can keep it at the Bell Desk. Procedure of Accepting Luggage during Check IN:  The guest luggage is taken out from the car.  The luggage is passed through the security conveyer belt.  The Name of the guest is mentioned on the luggage tag.  The lower portion is filled with similar details and given to the guest.  As soon as guest checks in the hotel and a room is assigned, the details are upgraded on the guest folio in Opera PMS, and the bell captain sends the bell boy with the luggage to the guest room.
  • 46.
    46 AIRPORT SERVICE: The airportservice department is a revenue-generating and operational department which is an integral part of the front office department. Airport Service is usually attached to the Travel Desk for a more all-in-one experience. The airport service department works closely with Reservations to ensure all requested pick- up/drops are scheduled and carried out smoothly. Apart from this, the travel desk also gives cars on rental/sightseeing basis, for guests’ use. Airport Pick-Up Procedure (For Guests with Scheduled Pick-Up): 1. Confirm arrival flight time and guest details from desk. 2. Wait for flight to land and start paging. 3. When guest approaches, greet guest and confirm details. 4. Assist guest with his luggage. 5. Inform desk about guests’ arrival so that necessary arrangements can be carried out accordingly. 6. Walk the guest to the vehicle. Airport Pick-Up Procedure (For Reserved Guests who want to avail car services): 1. When guest approaches, confirm details about hotel reservation. 2. Inform guests about Pick-Up/ Drop charges a. Toyota Innova: Rs 1500 + Taxes (15%) b. Toyota Camry: Rs 2200 + Taxes (15%) 3. If guest confirms, call up desk and convey details. 4. Assist guest with luggage. 5. Engage guest in positive conversation and convey details about ongoing hotel events/offers. 6. Walk the guest to the vehicle on arrival.
  • 47.
    47 AIR FRANCE:  Crewreservation. 18 pax.  AC Coach. RNK Travels.  Bus audit carried out due to security concerns after the Paris Attacks. Audit process includes verification of driver details and physically checking the bus itself. DUTY SLIP:  Each chauffeur handed out duty slips before a trip, whether it be airport duty or car rental duty.  The slip conveys details like the name of the chauffeur, car number, odometer details and trip details.  The duty slip is showed to the desk after the trip to avail refund of various trip related expenses such as petrol, toll taxes, parking charges etc.  The Duty Slip is in duplicate, and a copy of it is maintained by the Travel Desk.
  • 48.
    48 COORDINATION WITH OTHERDEPARTMENTS Housekeeping: The coordination between these 2 departments is very important. The rooms are only saleable if the housekeeping department makes sure that the hotel standards are fulfilled. The Reception has a two-way communication with the housekeeping to enquire about departure rooms, out of order rooms, cleared rooms, red slip etc. As the guest checks out of the room, the Front Desk staff immediately updates the room status on the system. The housekeeper collects all the departure rooms, gets them inspected and cleared and updates the system thus making the rooms available for sale at the Reception front. All double locked rooms are noted and informed to the Lobby Manager. Any guest requests for special flower arrangements are given to the flower room. Food and Beverage Service: Guests coming into the hotel enquire about the restaurants or about the meetings or functions held in the hotel at the reception. The Front Office is notified about the functions happening in the hotel on that particular day by the Food and Beverage department so that any guest enquiring about the same can be guided properly. Whenever any restaurant is under renovation or any special offers are put up in the restaurants, the Front Office is notified about the same so as there is no inconvenience. Any amenities that are to be placed in the room such as; chocolates, cookie platter, cakes, special fruit platters, etc. are given to the In-Room Dining on an Amenities Voucher signed by the Lobby Manager. The butlers place the same in the room as requested by the guest.
  • 49.
    49 TASKS PERFORMED:  Collectingand checking arrival list for the day.  Assisting senior GSO at the domestic/international airport in guest handling.  Meeting and greeting reserved guests and assisting them with their luggage.  Accompanying guests to vehicles and conveying on-going hotel events.  Filling out duty slips and issuing them on behalf of the travel desk.  Assisting Bell Services at hotel entrance during busy hours to ease workload.  Guest handling and assistance regarding commercial and non-commercial outlets at the airport.  Identifying mistakes/errors, conveying them to senior authority and rectification.
  • 50.
    50 FOOD PRODUCTION The foodand beverage is one of the integral part and important operational department in a hotel which is divided into food production and food and beverage service department. Food production or kitchen department is responsible for the actual preparation of food items whereas the F & B service department is responsible for the systematic service of food from the hot or cold plates of kitchen to the customer’s tables as per their choices or order. The term kitchen is derived from the French word “Cuisine” which literally means Art of cooking or food preparation in the kitchen. But in the modern concept of catering the cuisine not only refers to Art of cooking foods in the kitchen, it also indicates the style of service offered to serve the food. Main functions: • To provide various type of dishes to the guest as per the menu. • To provide food for various buffet or banquet parties. • To provide food to the staff of hotel. • To prepare different type of dishes for special occasion.
  • 51.
    51 DIFFERENT SECTIONS OFKITCHEN Larder  The word larder has in professional kitchens a much wider significance. The larder is not simply a place where food is stored but a place where the raw materials for cooking are prepared and dressed. In large establishments, the work is further broken into sections.  The larder is a room set aside for the storage of perishable foods, both raw and cooked, where food as meat, fish, poultry and game are prepared and made ready for cooking. In this department too, all cold 'items found on the menu, such as hors d'oeuvres, cold dish or meat dishes, cold salads, etc. are prepared and dressed. For these function to be effective, it is essential that:  The room should be separate from the kitchen situated in a cool place. At the same time, it must be close to the kitchen to avoid undue running about between the two departments which are closely interrelated.  It should be suitably lighted, well-ventilated and sufficiently open to allow the staff to perform their duties in a clean and efficient manner.  It must be equipped with the necessary fittings, plant, machinery and tools in accordance with the volume, and or quality of the trade of the catering establishment in which it is situated.
  • 52.
    52 Sauce Section  Thesauce section is responsible for providing all meat, poultry. Game and offal dishes with the exception of those that are plain roasted or grilled. All the meat dishes are cooked and garnished. The partie will also provide all basic and finished sauces served hot, that are normally required by the various parties in the kitchen. Normally, one first commences early duty to cover the preparations and cooking of dishes as "Plat de Jour" as these often require a cooking time of 3-4 hours. Braising, boiling, peeling is also done in this section. Similar to the fish partie an extensive part of the dishes are cooked and a variety of cooked garnishes are also prepared. Mise en-place for, banquets is also done here. The Chef Saucier does important work as he assembles dishes which have an impact on the customers. Roast Section  The roast section is responsible for providing all roast dishes of meat, poultry and game. It is responsible for all grilled dishes of meat, chicken, offal and fish, and this duty is often delegated to the grill cook. The section is also responsible for the preparation of a number of dishes and the deep frying of the food items. It also prepares and finishes any savories that are required. Fish Section  This section is responsible for the provision of all fish dishes with the exception of those that are plain grilled or deep fried. The cleaning, descaIing, filleting, crumbling is done by the fishmonger in larder. Generally as a larger selection of fish are offered, an extensive mise-en-place is required. At each service period, the following basic sauces are made ready for service: béchamel, white wine sauce, fish velouté, hollandaise and melted butter. Further, a number of garnishes are prepared in advance to a part cooked stage, By this arrangement, a variety of fish dishes particularly the poached and meuniere types can be done. Grilling is done by the grill cook or commis.
  • 53.
    53 Soup Section  Itis the responsibility of this section to prepare soups such as consommés, creams, velouté, purees, broths, bisques and many special international soups. All basic stocks are also prepared here. The cold soups are prepared and passed to the larder for service. The garnishes come from the larder and vegetable section. Indian Section  This section is responsible for the preparation, of all Indian dishes. The work is subdivided into subsections such as: Indian (bread and rice, pulaos, biryanis, chappaties, puries, bhaturas, etc.), vegetables, (bhajees, curries), meat, (including eggs and fish), tandoor (seekh kababs, tandoor chicken, boti kababs), Indian sweets jalebis, rasgullas, rabri, etc.) Each day a variety of dishes are prepared according to menu requirements. Vegetable Section  An entrement course in France was the responsibility of the entrement of vegetables, who skillfully prepared and cooked vegetables, which could be served as a separate course. An entrement was originally something sent to the table between the courses in France. During the period before service, each day various quantities of vegetables are prepared, cooked, refreshed and placed into refrigerator. Peeling, cleaning and trimming are done by semi-skilled workers. Limited quantities of certain potato dishes are cooked and finished to varying degrees, kept ready when service begins. Vegetable garnishes are prepared here and given to other sections. The cooking of eggs forms an important part of the work in this section. Particularly, omelettes of various types, e.g. plain, garnished, stuffed and flat round omelettes. Italian pastas but not noodles are also prepared in this section. Items like spaghetti, macaroni and rice may be sent to other sections for garnishes. The mise-en-place is carried out according to menu requirements. By this method, the vegetable cook and senior commis are able to cope with the finishing and serving of a vast amount of different dishes. Management of cooking vegetables well for large numbers calls for particular knowledge, skill and judgment and should never be entrusted to an unskilled and disinterested cook.
  • 54.
    54 Pastry Section  Thework of this section is normally separated from the main kitchen and is self- contained in the matter of cold storage. The function of this section is to prepare hot and cold sweets, for lunches, dinners and pastries for tea-time and other occasions. It also prepares pastes like short and puff pastry, frying batters for making noodles for supply to other corners of the kitchen. Sorbets and water-ice like items are made in pastry section. The service of ices and those sweets which are based upon ice-cream are prepared and assembled in Patisserie. They also include the sweet omelettes au surprise and soufflé surprise, Melbas, etc. The art of pastry includes work like colored sugars to make flower baskets and similar decorative centre pieces, work with fondant and icing sugar, gum pastes, fashioning of praline into decorative objects. Where hotels operate a bakery section, the responsibility is carried out by the master baker. Normally one commis will commence early duty each day to provide the mise-en-place required by the various sections. The section needs workers with skill, imagination and experience. Garde Manger  A garde manger (French for "keeper of the food") is a cool, well-ventilated area where cold dishes (such as salads, hors d'œuvres, appetizers, canapés, pâtés and terrines) are prepared and other foods are stored under refrigeration. The person in charge of this area is known as the chef garde manger or pantry chef. Larger hotels and restaurants may have garde manger staff perform additional duties, such as creating decorative elements of buffet presentation like ice carving and edible centrepieces made from materials such as cheese, Thai fruit and vegetable carvings, butter, salt dough or tallow.
  • 55.
    55 HEIRARCHY OF THEFOOD PRODUCTION DEPARTMENT: Executive Chef Executive sous Chef Chef de cuisine (1 for each kitchen) Sous chef Chef de partie Demi Chef de partie Commis Apprentice Trainee
  • 56.
    56 DUTIES AND RESPONSIBILITIES EXECUTIVECHEF  As the person responsible for all kitchen produce, to co-ordinate the distribution of tasks amongst his or her teams ensuring that the work progresses as it should within the time available.  To prepare all the menus in co-operation with the Restaurant Manager and check customer satisfaction levels by exercising a presence in the restaurant at meal times.  To ensure that production is correctly executed and that products comply with the technical sheets  To ensure the quality levels of products and services  To manage his or her staff: training, motivating and structuring the team. He or she also ensures a good working atmosphere  To provide rigorous management: controlling raw material stocks, especially in terms of their cost SOUS CHEF  Sous chef is directly in charge of production, because the Exec. Chef’s responsibilities require a great deal of time in the office. The sous-chef takes command of the actual food production and the minute by minute supervision of the staff.  To assist with the control and ownership for the management of the kitchen department within the overall policies and controls established by the company and hotel General Manager, ensuring that the brand values and standards are delivered and budgeted profitability achieved.  To ensure at all times a high standard of cleanliness and practices is maintained, thereby ensuring all statutory legislation is met.
  • 57.
    57 CHEF DE PARTIE To be fully aware of the preparation and service of all dishes on the hotel menus.  To prepare and present dishes on hotel menus according to customer requirements.  To ensure mise en place is carried out in your allocated area of work to meet forecasted demand.  To maintain portion control guidelines in order to ensure the profitability of kitchen is maintained.  To record temperature checks on food and in storage areas as directed to ensure statutory requirements are met and report any variances are rectified immediately.  To ensure food materials are stored correctly and rotated to meet company and legal requirements.  To keep food wastage to a minimum.  To maintain high standards of working practices in terms of personal appearance and safe and hygienic working practices.  To assist with the training of and supervise other members of the kitchen brigade.  To assist with quality control and menu planning where appropriate. DEMI CHEF DE PARTIE  To prepare and make simple food and to demonstrate and help maintain high levels of service that consistently exceeds the expectations of our members.  To monitor stock movement and be responsible for ordering on your section  To ensure minimum kitchen wastage.  To ensure knowledge of the product is maintained and communicated to all relevant personnel.  To be responsible for completing your mise en place  To learn and record skills and recipes from other members of the department
  • 58.
    58  To reportany maintenance issues to the Head Chef immediately.  COMMIS  To assist the Cook or Section Chef in preparing meals.  Depending on his or her length of experience (beginner or confirmed), the Commis Chef may carry out the following tasks:  Food preparation tasks (mincing, garnishes, etc)  Hot and cold cooking tasks (simple cooking, seasoning, etc)  Cleaning and tidying the area allocated to him or her  The Commis Chef may be required to stand in for his or her superior (Section Chef or Head Chef) when the latter is absent on leave.
  • 59.
    59 Satellite Kitchen: Satellite kitchenis constructed and established to cater to a particular outlet where the main kitchen cannot cater due to its location disadvantage. Largely, this kitchen can organize most of the preparation work in its own kitchen. However, it may depend upon the main kitchen for various other things such sauce, stocks, gravies, pastas, etc. usually such a chef commands over this kitchen. This kitchen becomes a must for specialty restaurants such Andean, Continental, Chinese, Mexican, Nepalese, etc. which are located away from the main kitchen. SATELLITES KITCHENS AT GRAND HYATT MUMBAI: CHINA HOUSE KITCHEN China House offers delectable signature dishes such as Beggar’s Chicken, hand-pulled Dan Dan noodles, Peking Duck, Black pepper king crab, Steamed crystal prawn dumplings; that are complemented by an exhaustive list of delectable wines and a host of mouth-watering desserts to cleanse the palate. The China House restaurant design integrates interactive glass show kitchens into a multiple-seating layout with table booths and lounge. CELINI KITCHEN Celini Mumbai, the truly Italian restaurant in Mumbai, with home-style cooking embraces traditional Italian recipes and presents them with a modern approach. Exuding an understated elegance, the interiors of Celini Mumbai are contemporary and simple. The restaurant showcases a wood-fired pizza oven, rotisserie and charcoal grill – all built into its show kitchen designed by Molteni of France, where the sights and smells of Chef Alessandro Persico’s Italian cooking invades all the senses. The restaurant has an exhaustive list of delectable wine and multiple seating options like table booths and lounge.
  • 60.
    60 FIFTY FIVE EASTKITCHEN Fifty Five East is a casual dining restaurant in Mumbai featuring interactive kitchens, offering Thai, Japanese, Lebanese mezze, Western and Indian specialities prepared à la minute. LOBBY LOUNGE The all-day dining menu at Lobby Lounge includes an eclectic mix of Indian and international specialties and afternoon high tea. One of the highlights of the beverage menu is the premium selection of Eau de Vie and the Indian single estate teas. THE GOURMET STORE The Gourmet Store Mumbai features large selection of gourmet delicatessen items such as cheeses, cold cuts, home-made salads, meats and made-to-order sandwiches, as well as coffee, an array of teas, smoothies and milkshakes, which are available to take away or be consumed in the Gourmet Store Mumbai. A selection of cakes, breads, decorative pastries and cookies in specially designed packaging are also offered. Our Mumbai restaurant is kids friendly, offers various options on low calorie and sugar free cuisines. The Gourmet Store is located at The Plaza-the retail section of the hotel and also offers retail products, and has a flower shop. Our Mumbai restaurant is kid-friendly and offers various options on low calorie and sugar-free cuisines. ROOM SERVICE KITCHEN Room Service is the ultimate in convenience, whether it is for a quick start for early risers, a romantic dinner for two or a hospitable gathering. From snacks, take-away boxes, full course meals that come straight from our specially kitchens to carefully thought through children’s menus, the option of room Service is to be explored and enjoyed.
  • 61.
    61 SOMA KITCHEN Grand HyattMumbai’s Indian Soma restaurant offers authentic specialties from North India and the North-West frontier cuisine. The food at the best Indian restaurant in Mumbai is simple, with a selection of tandoor-grilled meats, seafood and vegetables, each prepared live to perfection. The tandoor show kitchen at Soma is the restaurant’s central feature, allowing diners to see skilled chefs preparing the meal right before their eyes. The colourful and eclectic art at Soma restaurant in Mumbai reflects the moon in its serene traditional moods, providing the ideal ambience for savouring authentic and traditional Indian cuisine. The restaurant has an exhaustive wine list and unique desserts.
  • 62.
    62 BANQUET KITCHEN: The banquetkitchen is the main kitchen of the hotel and is in constant operation during any major or minor event hosted by the hotel. During the time that the kitchen is not prepping food, it is pre prepping for the next day. The Banquet Kitchen, due to its nature of operations, runs 24x7, with chefs either prepping for the next event or catering to the current event itself. Events can be as small as 50 pax to as big as 3500 pax. The scale of operations if major and it acts as a big revenue generator (banquets). Banquet Kitchen not only takes care of the food preparation, but also decides the overall décor of the buffet areas, setting up and closing down buffet areas. Sections of the Banquet Kitchen:  Western Hot: The western hot section takes care of the continental cuisine to be served at the banquets. Well equipped, the section delivers starters and main course dishes for the events, and also sets up live counters as required.  Indian Section: The Indian Section of the banquet kitchen is mostly stressed upon as most banquets have Indian line-up of dishes for the meal. It caters to rice, gravies, curries, and a variety of other dishes. Sets up live counters as required.  Chinese Section: The Chinese section of the banquet kitchen prepares Asian cuisine. Dishes range from Thai to Chinese cuisine. Also sets up live counters as required.  Tandoor: The Tandoor section is the heart of the kitchen as most breads and kebabs are prepared in the tandoor section.  Cold Section: The cold section caters to desserts, salads and cold starters.
  • 63.
    63 EQUIPMENTS USED INBANQUET KITCHEN: Pulveriser: A Pulveriser is used to grind together ingredients. The banquet kitchen was equipped with an industrial grade pulveriser which was used, for example, for grinding tomatoes to get puree. Buffalo Chopper (HOBART): A buffalo chopper is a free-standing motorized meat-cutter. Next to a motor, a chopping bowl is mounted on a vertical shaft, over which a pair of blades rotate on a horizontal shaft and a protective cover with a front opening can be raised and lowered. As the bowl turns, food passes through the fast-spinning blades and is ground into ever smaller and more evenly sized pieces, yet stays more or less put in the bottom and sides of the shallow bowl. Salamander: A salamander is a culinary grill characterized by very high temperature overhead electric or gas heating elements. It is used primarily in professional kitchens for overhead grilling.
  • 64.
    64 ConvoTherm OGS: A versatileappliance, it is the modern alternative to conventional kitchen equipment, cookers, woks and boilers. Time and energy-savings and reduced waste are only some of the aspects that win over Convotherm customers throughout the world. The guaranteed quality of food is second to none. Crisp vegetables in bright colours, succulent roasts with crisp crusts, delicate fish dishes, all cooked at the same time with no transfer of flavour. Rational SelfCooking Centre Stylish and intelligent, this Rational SelfCooking Centre SCC61e boasts a wide range of self- cooking and combi oven modes for different foods and cooking styles. Ideal for high- output restaurants and food services with a variety of dishes, the CalcDiagnosis and Carecontrol intelligent cleaning process identify limescale build-up and maximise operational reliability. The delay start function also provides the opportunity to prepare in advance, removing the need to monitor the cooking process and enhancing the operation of your business
  • 65.
    65 TASKS PERFORMED:  Pickupfrom stores.  Sorted the dry-store.  Storage of items in walk in.  Pre preparation of vegetables, fruits, meats and other ingredients.  Mise en place.  Preparation of Breakfast Muesli.  Setting up buffet areas, and acting as backup, replenishing buffet items from backup.  Closing down buffet area after event.  Filling up raw ingredients for decorative props.  Prepared and served in various live counters.  Prepared starter and main course dishes in the Western Hot and Cold kitchens.  Helping in mass preparation of dough.  Cleaning and sanitizing kitchen.  Preparation of sweet/salty curd for raita.
  • 66.
    66 HOUSEKEEPING Cleanliness, hygiene andmaintenance of the hotel premises are of utmost importance in the hotel industry. It is a must that all these essential qualities are maintained in any first class establishment and it is this need that brings the housekeeping department into light. Besides room cleaning, it is responsible for the cleaning, up keep and over all status of the hotel. This department is responsible for cleaning and maintaining hotel and its premises. A hotel earns nearly 60% of its revenue by sale of rooms and a room not sold is revenue lost. This makes it very important to have the departure rooms cleaned immediately and with least delay.
  • 67.
  • 68.
    68 AMENITIES PLACEMENT BEHIND THEDOOR  Fire Exit Map  Privacy Please Card  Housekeeping Assistance Card WARDROBE  Shoe Horn  Shoe Mitt  Shoe Shine Basket  Laundry Bags  Laundry Card  Electric Iron  Iron Board  Coat Hangers  Electric Safe  Cloth Hangers WRITING TABLE  In Room Dining Menu  Telephone  Stationary  Notepad  Various Magazines  Reading Lamp  Dustbin  Hotel Information Book
  • 69.
    69  Folder WithEnvelopes BATHROOM  2 Hand towels  2 Face towels  2 Turkish bath towels  1 Bath mat  2 Bath robes  Hair dryer  Gargle glasses  Tissue box  Dental kit  Shaving kit  Dustbin  Hand soap  Body moisturizer  Toilet roll  Telephone  Body gel  2 Water Bottles  Bath soap  Sanitary bag  Shower cap  Sanitary napkin  Cotton make-up pads
  • 70.
    70 BED  Mattress  Mattressprotector  2 Bed sheets  Duvet  Duvet cover  4 Feather Pillows  Bed Runner  Pillow cover  2 pairs of slippers near the bed
  • 71.
    71 LAUNDRY, LINEN ROOMAND UNIFORM ROOM The Laundry, Linen Room and Uniform Room are sub-sections of the housekeeping department. These 3 departments are interconnected in a certain way. All the linen and uniforms are handled between these 3 departments. The soiled uniforms are collected and sorted in the uniform room and sent to the laundry for washing. Once washed, they are sent back to the uniform room where they are put in racks as per the employees rack numbers. The soiled linen from each floor is collected and thrown into the linen chutes present at every floor of the hotel to the laundry. The soiled bed and bath linen are separated. Further, they are sorted as bed sheets, pillow slips, duvet covers, bath towels, hand towels, face towels and rugs. The soiled linen is washed, dried, ironed and stacked in the linen room on their respective racks. There are different machines to wash the uniforms of the employees. Guest laundry is separate and the equipments used are also different. The linen trolleys are sent to all the floors in the morning with all the linen required by the floor attendants. On each floor, there is One trolley for each attendant. These Trolleys are also filled with all the tea and coffee supplies by the minibar attendants. The laundry, linen room and uniform room are all located in the basement level. The linen room and laundry are attached to each other making the transport of linen easy and hassle-free.
  • 72.
    72 SIZES OF LINEN BEDLINEN: Single Mattress Protector: 42″ x 78″ Double Mattress Protector: 72″ x 78″ Single Bed Sheet: 76.4″ x 119″ Double Bed Sheet: 113.4″ x 119″ Single Duvet: 90.5″ x 60″ Single Duvet Cover: 94.5″ x 64.1″ Double Duvet: 90.5″ x 92.1″ Double Duvet Cover: 94.5″ x 94″ Single Blanket: 60″ x 90″ Double Blanket: 90″ x 96″ Foot Mat: 17″ x 24″ BATH LINEN: Bath Towel: 30″ x 67″ Hand Towel: 16.5″ x 26.5″ Face Towel: 12″ x 12″ Bath Rug (small): 21.6″ x 15.7″ Bath Rug (large): 20″ x 31.4″ Bath Robe (kids): 27″ Bath Robe (small): 33″ Bath Robe (large): 40″
  • 73.
    73 CLEANING AGENTS USEDBY HOUSEKEEPING Grand Hyatt uses the Diversey Brand TASKI products of Cleaning agents and machines: PRODUCT DESCRIPTION TASKI R1 Bathroom Cleaner And Sanitizer Concentrate TASKI R2 Hard Surface Cleaner TASKI R3 Glass Cleaner Concentrate TASKI R4 Furniture Maintainer TASKI R5 Air Freshener TASKI R6 Toilet Bowl Cleaner TASKI R7 Floor Cleaner Concentrate TASKI R9 Bathroom Cleaner Concentrate TASKI SPIRAL Floor Cleaner Concentrate
  • 74.
    74 FORMATS AND REGISTERSMAINTAINED IN THE HOUSEKEEPING DEPARTMENT: Since the computers and various softwares have been introduced in the hotel industry, maintaining hand written records has become passé. All the information is updated in the MICROS Software. Still some nominal formats and registers are maintained.  Lost and Found Register  Lost and Found Slips  Closing Checklist TRITON is software that is used by the housekeeping department to make maintenance calls to the concerned people. A special TRITON phone is carried by every supervisor and maintenance officials. As soon as the maintenance call is registered in the software, a message is sent to the respective people in charge for the maintenance. COORDINATION WITH OTHER DEPARTMENTS
  • 75.
    75 Maintenance: While servicing everyroom, the room attendants check for any faults or failures in the various equipments and are informed to the desk housekeeper. The desk housekeeper puts the complain on a software TRITON where the call goes to the person concerned, for e.g. an electrician is called for repairing a bed side lamp. Jobs like painting, polishing, plumbing, TV repairing etc are all handled by the maintenance department. Flower Room: The florist in the hotel works independently but is in close contact with the housekeeping department. This is because, some of the rooms, i.e. the suites, are provided with floral arrangements that need to be changed daily. The flowers in public areas as well are a responsibility for the public area supervisor to be checked and inform the flower room about any change in the same. Food & Beverage Service: The housekeeping is informed about the different flower arrangements required in the banquets before the function commences. Public areas also include banquet areas and so any prior cleaning that is required are informed to the housekeeping department in advance. Front Office: The coordination between the housekeeping and front office plays the most important role in selling the rooms. It is mandatory that the rooms are cleaned and cleared in time and they have to be of the highest standard. The front office sells rooms as soon as the housekeeping clears them. Any double lock rooms that the housekeeper finds while cleaning, are informed to the reception.
  • 76.
    76 TASKS PERFORMED INHOUSEPEEKING DEPARTMENT: • Deep cleaning of fire exit. • Cleaning of AC grill and vent. • Cleaning of steel bin. • Bed making. • Duties of linen runner. • Using flat work iron. • Folding and arranging of linen. • Assisted GRA In getting departure rooms ready. • Cleaning mini-bar. • Cleaning of banquet level floor. • Vacuuming banquet level carpet. • Flower arrangement for floors. • Cleaned containers and vessels for flower arrangement.
  • 77.
    77 FOOD AND BEVERAGESERVICE The second major revenue producing department of a hotel is the Food and Beverage Service. A 5- star hotel provides different cuisines and varied styles of services to a guest. All 5-star hotels have a coffee shop, specialty restaurants, a bar and huge banquets. GRAND HYATT is one of the leading hotels of the world and provides the guest with all of the above. The restaurants have their own separate satellite kitchens and the banquets are catered by the main kitchen. Managing this department requires skill and vast knowledge of food and beverages as this is a very vast department.
  • 78.
    78 DEPARTMENTAL HIERARCHY DIRECTOR OFF&B OUTLET MANAGER ASSISTANT MANAGER TEAM LEADER HOST/HOSTESS BARTENDER WAITER APPRENTICE TRAINEE
  • 79.
    79 Food and BeverageOutlets China House  Manager- Joshua D’Mello  Asst Manager- Jagruti Sochar Designed to exude the warmth of a typical Chinese home, China House, offers casual dining with a modern approach, features home style Sichuan cuisine, a fine selection of Chinese teas China House offers delectable signature dishes such as Beggar’s Chicken, hand-pulled Dan Dan noodles, Peking Duck, Black pepper king crab, Steamed crystal prawn dumplings; that are complemented by an exhaustive list of delectable wines and a host of mouth-watering desserts to cleanse the palate. The China House restaurant design integrates interactive glass show kitchens into a multiple-seating layout with table booths and lounge. Covers – 154 covers Hours Lunch 12:30 pm – 3:00 pm Dinner 7:00 pm – 12:00 midnight Location: Access from the Lobby level Highlights: Beggar Chicken Peking Duck Yum Cha Single Diner Menu Chinese Chefs
  • 80.
    80 Celini • Manager- WilburTauro • Asst Manager- Yogesh Singh Celini Mumbai, with home-style cooking embraces traditional Italian recipes and presents them with a modern approach. Celini in Italian means Moon. Exuding an understated elegance, the interiors of Celini Mumbai are contemporary and simple. The Mumbai restaurant showcases a wood-fired pizza oven, rotisserie and charcoal grill – all built into its show kitchen designed by Molteni of France, where the sights and smells of Chef Alessandro Persico’s Italian cooking invades all the senses. The restaurant has an exhaustive list of delectable wine and multiple seating options like table booths and lounge. The Culinary product line encompasses traditional Italian Trattoria style recipes presented with a modern approach without compromising the culinary heritage.This contemporary restaurant offers truly Italian home-style cooking inspired by its Molteni show kitchen that includes Wood fired pizza oven, rotisserie and charcoal grill. Covers – 126 Covers Hours It also doubles up as a breakfast restaurant if 55 east has a lot of reservations. Breakfast 6:30am – 10:30am Location: Lobby level Lunch 12:30pm – 3:00pm Dinner 7:00pm – 12:00 midnight Late Night Dining 12:00 midnight – 6:00am
  • 81.
    81 Soma Grand Hyatt MumbaiHotel’s Indian restaurant Soma offers authentic specialties from North India and the North-West frontier cuisine. The food at the best Indian restaurant in Mumbai is simple, with a selection of tandoor- grilled meats, seafood and vegetables, each prepared live to perfection. The tandoor show kitchen at Soma is the restaurant’s central feature, allowing diners to see skilled chefs preparing the meal right before their eyes. The colorful and eclectic art at Soma restaurant in Mumbai reflects the moon in its serene traditional moods, providing the ideal ambience for savoring authentic and traditional Indian cuisine. The restaurant has an exhaustive wine list and unique desserts.  Soma in Hindi means Moon  Soma is a unique concept in Mumbai with tandoor cooking being the essence of the Indian restaurant.  The cuisine is simple with grilled meat, vegetables and fish each prepared live to perfection.  A palette on Indian food and art, Soma offers tandoor and grilled specialties from authentic North Indian & North West frontier cuisine. The tandoor show-kitchen is the restaurants central feature where guests can see skilled chef’s preparing your meal right before their eyes. Covers - 114 Hours Dinner 7:00 pm - 12:00 midnight Location: Lobby level
  • 82.
  • 83.
    83  Manager-Joshua D’Mello Assistant Manager- Ashlesha Deshmukh,Sudhakar Parab Fifty Five East is a casual dining restaurant in Mumbai featuring interactive kitchens, offering Thai, Japanese, Lebanese mezze, Western and Indian specialities prepared à la minute. The design of the Fifty Five East Mumbai restaurant draws inspiration from the natural phenomena of sunlight passing through leaves and branches in a forest, and the result is a textured look with uneven shadows in harmony with each other. The atmosphere is relaxing and kid-friendly with multiple seating options such as table booths and lounge. Fifty Five East restaurant is also known for its exhaustive wine list and is popular for its business luncheons, Sunday brunches, and exciting offers over lunch & dinner and exotic flavours from the orient. The most lavish, fun and authentic Sunday Brunches, also known as Big Brunch Sundays is a culinary experience, best enjoyed with family and friends. Highlights: Sushi Thai Steam Boat Indian Street Food Grills & Steaks Desserts Lebanese Salads & Antipasti Enjoy a delectable buffet spread with multicuisine offerings from across the globe. Interactive live stations and regional chefs make it the best place for brunch in town.  Is the hotels primary western cuisine Restaurant with an objective to offer best cuts of pork, chicken and fish, grilled an a natural charcoal.
  • 84.
    84  Features aglass walk in wine library located on both sides of the restaurant holding 1400 bottles of wine each.  Also features a Molteni open kitchen and a rotisserie.  Has a dedicated elevator access.  Fifty Five East is a casual dining restaurant featuring interactive kitchens, offering Thai, Japanese, Lebanese mezze, Western and Indian specialities prepared à la minute. The most lavish, fun and authentic Sunday Brunches, also known as Big Brunch Sundays is a culinary experience, best enjoyed with family and friends. No. of covers- 176 Meal: Buffet Breakfast Time: 6:00am-10:30am (Weekends and Public Holidays: 6:00 am to 11:00 am) Meal: Lunch (Monday to Saturday) Time:12:30 pm-3:00 pm Meal: Dinner Time: 7:00 pm-12:00 midnight Meal: Sunday Brunch Time: 12:30 pm-4:00 pm Location: Access from the Lobby level Lobby Lounge  Manager- Joshua D’Mello
  • 85.
    85  Asst Manager-Sudhakar K The stylish contemporary Lobby Lounge is located in the best business hotel in Mumbai and is an ideal place for business meetings, networking and informal lunches. The all day dining menu at Lobby Lounge includes an eclectic mix of Indian and international specialities and afternoon high tea. One of the highlights of the beverage menu is the premium selection of Eau de Vie and the Indian single estate teas. Covers:86 – Hours: All day dining from 8:00 am to 8:00 pm Location: Lobby level Gourmet Store Manager – Joshua D’Mello  Asst.Manager- Rahul Kotekar Located on the ground level of The Grand Hyatt Plaza, is a culinary representation of the taste and style of Grand Hyatt Mumbai hotel, and a one stop-shopping destination for virtually any meal period of the day, with an emphasis on quick, efficient and uncomplicated service at all times.The Gourmet Store Mumbai features a large selection of gourmet delicatessen items such as cheeses, cold cuts, home-made salads, meats and made-to-order sandwiches, as well as coffee, an array of teas, smoothies and milkshakes, which are available to take away or be consumed in the Gourmet Store Mumbai. A selection of cakes, breads, decorative pastries and cookies in specially designed packaging are also offered. Our Mumbai restaurant is kids friendly, offers various options on low calorie and sugar free cuisines. The Gourmet Store is located at The Plaza-the retail section of the hotel and also offers retail products, has a flower shop and is kid-friendly. Covers:56 Hours: 7:00am - 9:00pm Location: The Grand Hyatt Plaza, access from the Lobby level
  • 86.
    86 China House Lounge ChinaHouse Lounge at Grand Hyatt Mumbai adds a unique paradigm to the stylish lounges of Mumbai. This multi-level lounge is the perfect setting for intimate lounging and conversations over pre-dinner drinks or late night cocktails. The main feature of the China House Lounge at the Grand Hyatt Mumbai is the centre, island-style LED light bar, with an array of bottles and unconventional glassware that appear suspended on large glass shelves overhead. Avant-garde interiors form a part of the single private room, while semi-private booths with plush oversized armchairs and open spaces add to the space as the music lingers in the air. The in-house signature beverages, from the classics to the unique post-dinner cocktails, enhance the feel of the lounge Mumbai even further. Hours 10.00pm-3.00am Open from Wednesdays to Saturdays Location: Access from the Lobby level The Bar • Manager- Wilbur Tauro
  • 87.
    87 • Asst Manager-Yogesh Singh The Bar is centrally located on the Lobby level, adjacent to all the restaurants, making it an ideal place to sit back and unwind with pre- and post-dinner drinks. The Bar in Mumbai is one of the few bars that also serves an all-day dining menu featuring Indian and international cuisine. Enjoy a great meal and select from a range of vintage wines by the glass, fine whiskeys and single malts. The Bar Mumbai is a great place to unwind after a long day with friends and business associates. Hours: Drinks & Snacks from 17:00 hrs till 01:00 hrs Location: Lobby level Room Service: Room service is the ultimate convenience, whether it is for a quick start for early risers, a romantic dinner for two or a hospitable gathering.From snacks, take-away boxes, full course
  • 88.
    88 meals that comestraight from our specialty kitchens to carefully thought through children’s menus, the option of room service is to be explored and enjoyed. Room service hot kitchen prepares the food ordered from the room service menu. Other restaurant items can be ordered and is delivered by the Room Service Department. All hot/cold beverages are prepared in the cold kitchen in the room service. Manager: Joshua D’Mello. No. of Rooms: 547 Asst. Manager: Rahul Funde No of Apartments: 110 Room service also caters to outlet “AQUA” and Business Centre. Room Service is a 24 hour operating outlet. HEIRARCHY: Room Service Manager Asst. Room Service Manager
  • 89.
  • 90.
    90 Room Service OrderDelivery Procedure:
  • 91.
    91  RSOT receivescall, makes a rough note of the order.  RSOT punches in KOT. KOT is printed by ROOM SERVICE PANTRY PRINTER of MICROS system.  Food is prepared in the room service kitchen/other outlet kitchens (if ordered).  One KOT is maintained by manager.  Other KOT given to pantry-man for setup of tray/trolley.  Food is kept in hot case (trolley deliveries only)  Second KOT is used to crosscheck order and food and is kept in table cloth of trolley or tray mat of tray.  Check is printed and kept by RSOT. Check is collected, put into a case and order goes out for delivery.  Payments are usually charged to the room. EDC is to be carried if guest is willing to pay by card. AMENITY PLACEMENT: The Room Service department gets a list of all rooms where amenities are supposed to be placed along with what amenities are supposed to be placed. This is done by the Front Office and generally differs from guest to guest. For VIP 1 guests  Presidential platter.  Amenities of the day.  Bottle of wine and assorted nuts.  Water bar set up (on request). For V2/ V4/V6/V8 guests  Amenities of the day.
  • 92.
    92 THE TEAM LEADER’SCONTROL SHEET: Room No Order Details Time of Order Time of Delivery Delivered By Clearance Status Maintained by the Team Leader/Manager, the team leader’s control sheet is a document that records order details throughout the day. It can act as a source of reference in case of future discrepancies or audits. The KOT maintained by the manager is used to fill up the control sheet. The control sheet is to be completed and handed over to the next employee in shift.
  • 93.
    93 MODE OF OPERATION: Cutlery: Fork  Spoon  Knife  Side-knife  Soup Spoon  Tea Spoon  Parfait Spoon  Tea stainers  Service Equipment (Knives, Forks, Spoons, Tongs etc) Crockery:  Brands: “Stallion”, “Bauscher”.  Dinner Plates (12 inches and 8 inches)  Side plate.  Condiment bowls.  Salt-Pepper cruet.  Soup bowls with lid.  Multi-Purpose bowls.  Fries bowl.  Round pots and oval platters (kitchen)  Butter dishes.  Teapots.  Teacups, saucers.  Cappuchino cup and saucer.
  • 94.
    94 Glassware:  Old fashionedglass.  High-ball glass.  Collins glass.  Beer pilsner  Ice-Tea Glass  Red wine glass  White wine glass  Champagne Flutes. Special Equipments:  Hot case (Intera).  Used to deliver hot food in trolleys.  Electrically chargeable.  3-4 racks. Ample space for general orders.  Retains heat for a long time.  Maintained properly by maintenance. Linen:  Brand: Welspun.  Table Cloths  Tray Mats (large and small)  Discarded linen to be used as dusters/wiping cloths.  Napkins.  Cocktail napkins.  Soup underliners.  Tea Cozy cover.
  • 95.
    95 Uniform:  White shirt,black trousers, black shoes, black waistcoat with brown tie.  Managers wear respective suits.  Hair and facial hair trimmed short, should look professional.  Room Service attendants to carry wine openers. ORDER TAKING PROCEDURE:  Pick up call, “GM/GA/GE, this is *NAME* from Room Service. How may I assist you?”  Listen to the guest and note down order.  Suggest ongoing events/offers at hotel outlets, or signature dishes.  Confirm availability of items from kitchen if doubtful.  Confirm order and thank the guest.  Punch the order in MICROS and print KOT for further operations.
  • 96.
    96 TASKS PERFORMED:  Preparingvarious types of tea and coffee  Preparing other cold beverages.  Making napkin folds.  Juice pickup from Commissary.  Tray/Trolley setup as per order.  Order delivery in rooms.  Order clearance from rooms.  Wiping cutlery and crockery.  Pickup washed cutlery, wiping, sorting and stacking in pantry.  Handling guest requests and coordinating with senior authority to cater to the requests.  Clearance of trolleys back in the pantry and setup for next order.  Checking orders and pickup food from other outlets if there.  Clearance of working area and maintenance of general hygiene in working area.  Used software TRITON to register guest requests.  Used software MICROS under supervision for order taking and posting. .
  • 97.
    97 CONCLUSION As an undergraduateof the Institute Of Hotel Management Mumbai, I would like to say that this training program is an excellent opportunity for us to get to the ground level and experience the things that we would have never gained through going straight into a job. I am grateful to IHMCTAN and Grand Hyatt Mumbai for giving us this wonderful opportunity. The main objective of the industrial training is to provide an opportunity to undergraduates to identify, observe and practice how the hospitality knowledge is applicable in the real industry. It is not only to get experience on technical practices but also to observe management practices and to interact with fellow workers and guests. The only chance that an undergraduate has to have this experience is the industrial training period. I feel I got the maximum out of that experience. Also I learnt the way of work in an organization, the importance of being punctual, the importance of maximum commitment, and the importance of team-spirit. The training program having four destinations was a lot more useful than staying at one place throughout the whole four months. In my opinion, I have gained lots of knowledge and experience needed to be successful in a great hoteliering challenge. SOURADEEP BISWAS