Industrial Training Report at Grand Hyatt Mumbai

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
 Enjoy an upgraded room based on availability at check-in, excluding suites and rooms with Club
lounge access
 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
 Receive Gold status with M life Rewards, the loyalty program of MGM Resorts International
 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.
 Enjoy an upgraded room based on availability at check-in, up to standard suites
 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
 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
 Enjoy an upgraded room based on availability at check-in, up to standard suites
 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
 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

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
and Jaisalmer stone, complementing a queen bed, marble bath and work desk with
 GRAND CLUB TWIN ROOM

33
and Jaisalmer stone, complementing two twin beds, marble bath and work desk with
 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,

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,
 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
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 selfcooking 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.

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

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
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
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
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
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.
 Bottle of wine and assorted nuts.
 Water bar set up (on request).
For V2/ V4/V6/V8 guests

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

Industrial Training Report at Grand Hyatt Mumbai

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Industrial Training Report at Grand Hyatt Mumbai

Similar to Industrial Training Report at Grand Hyatt Mumbai (20)

More from RanjanKumarGupta6

More from RanjanKumarGupta6 (7)

Recently uploaded

Recently uploaded (20)

Industrial Training Report at Grand Hyatt Mumbai