the grand hotel new delhi

8/4/2019 The Grand hotel new delhi

http://slidepdf.com/reader/full/the-grand-hotel-new-delhi 1/78

INDUSTRIALTRAINING

REPORT

ON

THE GRANDNEW DELHI

a



INDEX

1. CERTIFICATE

2. ACKNOWLEDGEMENT

3. APPRAISALS

4. THE GRAND HOTEL (BRIEF INTRODUCTION)

5. FRONT OFFICE

6. HOUSEKEEPING

7. F & B PRODUCTION

8. F & B SERVICE

9. SPA OASIS

10. CONCULSION

b



ACKNOWLEDGEMENT

As a part of the Three years degree course in Hotel

Management , the student have undergone an industrial training of

20 weeks, which is a true exposure to the actual functioning of the

industry. This is the exact time to get acquainted with the facts of the

industry and decide the area of professional interest.

I underwent my Industrial training at The Grand , New Delhi

was a wonderful experience as my earnest efforts and devotion paid

excellent results.

I express my profound gratitude for having selected me for

the Industrial Training program. I would like to convey my thanks to

the training Department for having coordinated our Training well.

This report is a brief of the department I was exposed to

during my training Period. This is a collection and compilation of

material of educative value gathered from the hotel.

c



THE GRAND

The majestic low rise architecture spread across 10 acres of beautifullylandscaped lawns; The Grand is an exceptional blend of a resort like settingequipped with modern design and contemporary comfort. Recently

refurbished, The Grand is centrally located with major business and

entertainment venues and a short drive from Domestic and InternationalAirports.

The Grand featuring a spacious white lobby with the panoramic view of cascading water and beautifully landscaped gardens exudes elegance andgrandeur. With 390 well-appointed rooms including 24 Business Suites, 1Presidential Suite and 5 Serviced Apartments, the hotel offers a wide choice of luxurious accommodation for both leisure and business travelers.

The Grand Ballroom is one of the largest pillars less banqueting facilitiesavailable in the city that can host big gatherings and accommodate up to 800people. The beautifully landscaped outdoor terrace adjoining the Ballroommakes it an ideal venue to host different kinds of small or large businessmeets, promotions, launches or social event

Spa Oasis at The Grand with its purifying therapies helps you to relax,invigorate and rediscover your inner self. One of the largest in the region, it isequipped with eight spacious treatment rooms, where guests can choose from

an array of personalized treatments and therapies to rejuvenate oneself. Italso offers recreational activities like gymnasium, yoga, relaxing steam andsauna, swimming pool and Jacuzzi.

Mr. UMESH SARAF is the managing Director of unison hotels Limited. TheSARAF family has been in the hotel business over three decades. Yak &yeti,one of the finest properties in Kathmandu, Nepal is their flagship hotel. Theyare also partnering the Hyatt properties in India and Nepal.

The hotel was re-launched in December 16

th

2009. It is a landmark in buildingarchitecture. The structure was developed by Skidmore, owing and Merrill of

d



London and Rajinder Kumar & associates of Delhi. Interior designers for thehotel were Hirsch Bebder and associates of San Francisco, one of the leadinginterior designer companies in the world. Companies in the world. The interiorsof the hotel are unique in that it reflects a contemporary interpretation of

traditional Indian design and architecture.

The Grand New Delhi spectacular lobby, a trademark of the hotel, is anelegant of rich pinewood and black marble and has stunning vaulted ceilingwith natural skylight. Its large full window frontage looking onto the lush greengardens and cascading water breathe serenity and space into a contemporarysetting, giving it a welcoming and relaxing ambience.

e



The location of the Grand New Delhi

Nelson Mandela Road, Vasant Kunj, Phase II

New Delhi- 110070, India

Phone: (91) (11) 2677 1234

Fax: (91) (11) 2670 5891

E-mail: [email protected]

f



g

PlaceDistance

(approx. Kms)

Distance

(approx. Mins)

International Airport 8 15

National Airport 12 20

Railway Station 18 35

Connaught Place 18 35

Gurgaon 18 35

Noida 30 60

South Delhi Market 15 25



ACCOMODATION

Contemporary design and state of the art technology combine

with classical standards of service excellence. 390 tastefully

appointed rooms including 24 suites and one Presidential Suite.

Sq ft

Grand Premium Room - 228 - 430

Grand Club Room – 132 - 450Business Suites – 16 - 500

Service apartment – 5 - 950

Executive suite – 6 - 900 - 1000

Deluxe suite - 2 - 1200

Presidential suite – 1 - 2152

Total smoking rooms - 44

Total 390

h



•All rooms have individually controlled air conditioning, luxurious bathroomswith separate showers.

Color TV, stereo surround, two telephones lines, international direct dialing,broadband internet access.

Computer data ports, voice and fax message system, in-room safe and minibar.

•Electricity: 220 V/ 50 Cycles (transformers available)

•Guest elevators: 5

•Check out time: 12:00 noon

GRAND CLUB Two floors of exclusive accommodation and private reception area.Grand Club Lounge offers complimentary Continental breakfast, all-day coffee and tea, evening cocktails and canapés. Concierge andbutler exclusive use by Grand Club service. A boardroom is availableon the 6th floor for guests.

BUSINESS CENTRE

The business center located at the lobby level is well-equipped with allmodern-day business technologies to meet the needs of our businesstravelers. Our 24 hours business center offers guests a wide selection of newspapers and business periodicals and the use of computers, along withhigh speed Internet access and mobile phones on rental. Business service

assistants are available on request. Confidential secretarial services, Copying,translation and conference equipment on hire. Private workstations equippedwith computers, printers and modems. Internet access and mobile phonerental.

i



The Grand New Delhi offers the following facilities:-

» In Room Broadband Internet access

» Chauffeured Limousine on hire

» Technology Concierge

» Tour and Travel desk

» In room electronic safe

» Single Lady Room

» Disabled services

» Fine Dining

» Children friendly policies

» 24 Hour Laundry and Valet service

» Day Spa, Spa Oasis with the Fitness Studio and Beauty Salon

» Valet Car park with underground parking for 350 cars» Major credit cards accepted

» Shopping Arcade

»Two world class tennis courts, jogging track, Adult and

Kiddies’ swimming pool and an open air whirlpool

j



FRONT

OFFICE

k



The front office could be called thecontrol centre of room division, providing 24 hours attention towards thehandling and service of all guest requirement and needs. The front office

employees play a vital role in the creation of a positive first and finalimpression and the establishment of an ongoing rapport of guest. In additionthe front office employees are influential in shaping the city’s perception and judgment of the hotel through contact with restaurant patrons and visitors to

the hotel.

All front office employees are responsible for ensuring that the standardsexpected of the hotel are attained. The impression created must be one of quick and efficient services by friendly, courteous informative and helpfulemployees. Our guest must have feeling that they are being taken care of bypeople who are genuinely interested in their well being.

In order to achieve this goal, it is imperative that all front office employeesdevelop a strong and positive working with all other departments. It is theindividual responsibility of each and every employee to foster a close

understanding of the roles their colleagues in their department and develop anempathy with the problems that they may be encountering.

l



All employees must have a full knowledge of all hotel facilities and services aswell as being fully conversant with all aspect of the city area and its attractionto ensure that all question can be answered immediately. All front officeemployees must be fully trained in their job function to ensure they are able to

handle any situation that may arise in a responsible and professional manner.

HIERARCHY OF FRONT OFFICE TEAM

m



Front Office Manager

Front Office manager must be a skilled planner who channelizes the various

resources viz. people, money, time, work methods, materials, energy and

equipment to suit the objectives of the property. He should maintain cordial

relationships between the front office and other hotel divisions and

departments by encouraging communication between all areas of

responsibility.

Basic Function: To supervise all front office personnel and ensure proper

completion of all front office duties.

Duties & Responsibilities:

1. Evaluate and decide the need of personnel in the department.

2. Participate in the selection of front office personnel.

3. Train and update staff skills.

4. Schedule the staff duties.

5. Supervise and help workloads during shifts.

6. Evaluate the job performance of each front office employee.

7. Maintain working relationships and communicate with all

departments.

8. Maintain master key control.

9. Check room status

10. Resolve guest problems quickly, efficiently and courteously

11. Update and monitor group information and requirements.

12. Review credit limit report.

13. Enforce all cash-handling, other modes of payment and credit policies.

n



DIFFERENT SECTION OF FRONT OFFICE

DEPARTMENT1. Front Desk – Concierge/Reception

2. Grand Club Lounge

3. Business Center

4. Reservation Center

5. Communication center

6. Bell Desk

In The Grand New Delhi there is no such compulsion that guest has to

go for different information in particular section the front desk officers are so

multi skills that they can handle any type of sections.

FRONT DESK

Front Desk is generally divided into 3 sections.

1. CONCIERGE

The word concierge is derived from the word” doorkeeper or janitor”. Whereasthe bell service proceeds and the hotel services , such as luggage assistance,message for out of the hotel services such as rental cars, theatre reservationsand limousine service. Whereas the front desk staff assists guest on arrival,such as conferences, seminars and banquets.

A concierge must have depth knowledge of community resources, cultural andsporting events, and transportation and average important guests staying inthe hotel. Atypical concierge has an extensive repertoire of referencematerials.

A concierge must be prepared to respond to enquiries from guests aboutactivities, event attractions and to arrange access to external services, such ascar rentals, restaurant reservations, and guided tour, and public transportation,tickets to the theatre or sporting events, museums.

Different Form used in concierge are as follows;

o



o Customs Form for clearance of mishandled baggage.

o Roaming List & Passport Details.

o Application to Inspector of Custom Department

o Forwarding Address Card

ROLE OF CONCIERGE

By definition, a Concierge is one who has charge of the entrance of a building-the keeper of keys.

A Concierge is responsible for welcoming guests into the hotel as if they were

in their own home. To do that a basis understanding of human needs and atrue desire to assist by going beyond the guests is vital offering suggestions inaddition to information.

No question should go unanswered, no problem too tough and no request toodemanding, each guest is important enough to warrant full attention, super-human patience, understanding and charm from a concierge. Therefore, aConcierge’s knowledge of hotel and the community will make his life easier and his image more professional.

RESPONSIBILITIES OF THE CONCIERGE

The Concierge employees are well trained people who assist with complete,They act as a liaison between the guest, hotel and city 24 hours a day.

They must be well informed and equipped with an intimate knowledge of hoteland surrounding community to offer first hand, positive information in aconfident manner. A concierge employee must be certain that they areunderstood before a guest leaves the Concierge desk .it is part of their job topersonally visit the local attraction and various dining establishments.

Knowledge of the hotel’s daily operation will enable the concierge employees

to give general information regarding banquets, meeting, rates, and functionsof the day and the restaurant hours of operation.

Affirmative, tactful behavior coupled with warm, sincere hospitality will createan aura of genuine caring and encourage each to make “The Grand NewDelhi” the place to stay, meet and dine.

2. RECEPTION

Reception is a desk where all check ins and checkouts are done for F.I.T andG.I.T’s formats used are:

Registration Card

p



Complimentary House Use Request Form

Petty Cash Voucher

Form No 61

Form No. 60

3. CASHIER

All types of cashiering & billings are done the cashier desk. Here all types of currency exchange is also done formats used are :

Billing Form

Currency Exchange Form

ROLE OF CASHIER

The Front Office Cashiers is the final contact point with the Front Office for the Guest.

They play a vital role in presenting, a positive final impression of the hotelbefore a guest leaves the hotel.

They are responsible for presenting an accurate account of all ‘ guests’outstanding balance and to ensure room status is changed from occupied tovacant in the computer.

RESPONSIBILITES

1. To collect payments for all outstanding guest balance.

2. To accurately post all miscellaneous charge into accounts.

3. To liaise closely with Reception in maintaining an accurate room status.

Operational Hours: The Front Office Cashier operates on an hour’s Basis.

DEFERTMENTAL SERVICES &FACILITIES

FOREIGN EXCHANGE

Registered guests of the hotel can cash foreign currency and travelerscheques in accordance to the policy and procedures set by The Grand NewDelhi.

All exchange rates will be determined by Controller office.

Acceptance of Personal Cheques

q



The special privilege is extended to the following guests:

1. Courtesy Card Holders

2. Corporate accounts with credit facilities to obtain approval from CreditManager.

Acceptance of Euro Cheques

The European bank only, the Deutsche bank of Germany and the bank of Netherlands issue this cheque.

All holders of Euro cheques must posses an identification card that statesclearly the bank account number.

When encashing Euro cheques, the cheque must bear the same number as that on the identification card.

GRAND CLUB LOUNGE

For executives seeking comfortable accommodation in which to conductbusiness, Celebrities in need of privacy and added security, Leisure travelerswho are looking for service above and beyond.

The Grand Club at The Grand New Delhi consists of 134 Rooms and 25Suites and occupies the 5th and 6 th floors of the elegant low rise building. Anexclusive Grand Club Lounge compliments grand Club guests withpersonalized services and offers panoramic views of the lush landscapedgardens and the pool. The facility is staffed with concierge and butlers, whoassist guests with their everyday business and travel needs such as dinner reservations, entertainment and travel arrangements, as well as providinginformation for area shopping and sight seeing.

OTHER FACILITIES OFFERED ARE;1. Complementary two - way airports transfer.

2. Express check –in and Special-out, from the club Lounge.

3. Complementary American Breakfast, all day Tea/Coffee and Cocktailhour in the evening at the Club Lounge.

4. 24 hours exclusive availability of the lounge, which is ideal to haveinformation business meetings or special interactions.

5. Dedicated office automation services in the Lounge like photocopyFacsimile, Lap Computer, DVD/VCD players.

r



6. Internet Access.

7. Tea/Coffee kettles in the rooms.

8. Complimentary ironing of garments, during stay.

9. Spouse stays complimentary.10. Complimentary reconfirmation of air tickets and other fight assistance.

11. Enhanced in room amenities like bathroom toiletries, bathrobes,newspaper & magazines & more.

12. Complimentary use of Health Club, Massage service on charge only.

The Grand Club –Believe in Home away from Home.

GRAND CLUB PANTRY CHECKLIST

Morning Shifto Change the milk in the coffee machine.

o Check all stands, chafing dish and under liner for the buffet setup.

o Pick up food items from Grand Café and bakery.

o Lay the buffet on the counter by 6:30 as per the setup by chef.

o Check cutlery is laid properly, specifically for water stains and finger

marks.

o Check the alignment of curtains, runner’s newspaper and

magazines.

o Check the alignment of curtains, runner’s newspaper and

magazines.

o Check for boardroom booking, if one do the setup accordingly.

o Refill refrigerator if consumption recorded during night.

o Remove the buffet at 10:30 if weekday or 11.30 if weekend.

o Wipe every table and buffet counter properly.

o Pick up the cookies from bakery.

o Lay the all the day buffer (nuts, dry fruits, candies and cookies)

change /refill if required.

o Clean and wipe everything and stack them accordingly.

o Get silver dip done as and when required along with wiping.

o Refill the sugar caddies check for stains.

o Get the mopping and scrubbing done from stewarding.

s



o Stack everything in its respective places.

o Clean the coffee machine.

o Stack and refill the refrigerator.

o Pick up the stores if required for the day.

o Check for fresh lime juice and sugar syrup.

o Change /wipe the fruits on the buffet counter.

o Count and exchange the linen.

FDO on shift: 1)……………..

2)……………. Date:………………

GRAND CLUB PANTRY CHECKLIST

Afternoon shift

• Check all the stands, chafing dish and under liner for the buffet setup.

• Take out the entire beverage out on the display.

• Wipe all the glasses, which needs to place on the buffer.

• Lay out the buffet by 1700 hrs.

• Pull the curtains by 1930 hrs(After proper sunset)

• Remove the buffet by 2000hrs.

• Check for the boardroom booking for the next day and do the setupaccordingly

• Clean all the equipment and place them in an orderly fashion.

• Make sure garbage bin is changed and dishwasher and sink is cleanedthoroughly.

• Lay covers for the breakfast only after 2200.

• Clean the coffee machine thoroughly.

• Make sure refrigerator stacked and refilled properly for the night/morningshift.

• Complete the liquor consumption register.

• Fire and drop the report for the day.

• Lock everything in the pantry and leave the keys in the cash drawer.

FDO on shift: 1)……………..

t



2)……………. Date:………………

u



RESERVATION CENTRE

The reservation department is to control room’s availability against guest’srequests, handling all reservations in a timely manner, maintaining accuraterecords of reservation and updated guest history information.

It is the objective of the reservation department to achieve a high occupancyas possible, at the same time maximizing revenue from room sale without

compromising on standards set by the organization.1. On receipt of a request for room reservation/ amendment, check

availability of Room Report/ Board (Perform).

2. If room is available room reservation from to be filled complete in allrespect with special attention to billing instruction at all the time of making reservation (Performa).

3. If room is not available, the accommodation will be wait listed/alternateaccommodation in other ITOC Hotel will be offered.

4. The Room density Chart will be updated for confirmed booking .

v



5. Annexure for Whitney Diary Cardex.

6. A confirmation letter /form will type and sent to the prospective guest.

The second copy of the letter will be filled.

a) With second copy of Whitney Slip and Reservation Form.b) In case of diary and cardex system, this will be filled with reservation

form.

7. In case of wait, listed accommodation, the same procedure, as that for reservation will be followed.

8. In case of amendments, the same procedure as that of reservation willbe followed.

9. In case of cancellation, the cancellation form will be filled up. Density

Chart will be updated and,

a) Whitney Slip will be removed and will be attached with reservation form/correspondence and filled in a separate file.

b) In case of Diary of cardex system, the entry will be cancelled and thedetails of the cancellation will be noted.

10. In case of group /conference /Bulk Booking, same procedure asFIT booking will be followed and separate record will be maintained. Onreceipts of AGRS chart the same will be tallied and undated.

11. Before closing reservation Department reservation for the next date willbe sent to the reception after checking booing related correspondence withspecial attention to billing instructions, rate applicable, discount applicable,time of arrival and departure.

COMMUNICATION CENTRE

Communication center of the Grand New Delhi in the centre. Where theincoming and outside calls come first in communication entre basically and inhouse calls to other extensions with each console there is a Fidelio systemwhere all the internal and external information of hotel and outside isrecovered. Books maintain by communication centre.

1. Hot log

2. Wake up calls sheets

3. Log book

w



4. Call vouchers

5. C.O.T

6. Check list

7. Message slips1.Hotlog

Hot log is maintain by the GSO is communication centre to make the recordssuppose is guest has any request then his call first come to communicationcentre then the hotel note down the request of guest is hot log G.S.O write hisroom no and his request then fill up the hot log in that manner. Then G..S.Opage that person to whom the guest wants the service reconfirmed in the endthat job is doe or not.

2.Wake up Call SheetsIn the Grand New Delhi the personalize wake call is given to the guest. Inadvance the guest tells the GSO that at time he needs the wake upaccordingly the GSO gave wake up call to that guest at the specific time . Incase guests ask for reminder then GSO note the reminder and that is alsogiven on a particular time. If no reminder then NR will be written by GSO.

3. Call Vouchers

This is for employees except ex COM numbers who do the STD and ISD

calls.4. Message Slip

This is foe Ex-com and EAM members. If in any case there are not presentthen the person who received the call message will be filled by that personaccordingly to the format wise.

5. Cot

COT refers to com ordered ticket this is for those guests who ordered anybed tea, coffee along with the wake up call.

6. Check List

It is the format given by concierge to be followed by each shift.

7. Log Books

it is the record or handover by one shift to another shift.

x



BELL DESK

The bells staff is so named because of the long standing* custom toringing a bell at the front desk to summon a bell attendant. In the aroundhotels of the golden age attendants “hoped” to attention at the sound of thebell to transfer guest luggage to their room ,giving rise to the term bellhop.In a American hotel and European hotel, it is traditional for member of thebell staff to receive gratuities for performing services such as luggage,summoning a taxi or bringing up a newspaper to a guest.

Cost is a concern to many travelers and the front desk representative ofteninquires whether a guest would like assistance with his or her luggage

before summoning a bell attendants or information the bell captain. Whenassistance is desired, the receptionist issues an up bell a request to haveguest luggage transported to the room .luggage assistance might also berequested at check out. A down bell is a request for guest luggage to betransported from a guestroom to the lobby.

The bell staff might also be required to move a guest belong from oneroom to another, if the guest is absent when the luggage is transferred, theaction is called a dead move. If the guest is present during the move, it iscalled a live move.

A large hotel is the most likely to enjoy to employ a full staff of elevatorshell attendants. Door attendants and parking valets. A servicessuperintendent may be responsible for co coordinating all of their function.If the hotel has a full time concierge then he/she may have responsibilityfor supervising the bell services staff.

The bell services also called the uniforms staff may employ four of positionbell captain, bell attendant, door attendants and parking valet.

BELL ATTENDANTSBell attendants formerly called “bellhops “are responsible for roomingguest escorting and their belonging to their rooms. After a client hascompleted checking in a bell attendants is summoned to services the roomkey. The attendant’s checks for any message or mail waiting for the client,transport the guest luggage and escort the party to the assigned room. Anefficient attendant also check for the lights, curtains pulls, hearing and air conditioning units and television to be sure, whether they are functioningproperly. The attendants may also be called onto answer the question

about the hotel’s facilities or policies. Guest frequently refers to the bellattendants for general information. Attendants must be prepared to

y



describe the hotel food and beverage or laundry services, advice on localtourist attraction or give street direction.

Other duties for the bell attendants included delivering message to theguest room, paging guest in the lobby, restaurant or lounge, assisting withlock problems of rooms, change and performing errands such aspurchasing newspaper or other small articles for the guests.

POLICIES AND PROCEDURE

CHECK IN / CHECK OUT TIME

POLICY STATEMENT

It is the policy of the GRAND HOTEL that gust will be made aware of check inand check out time when their reservation is made and late check out charges

would be levied on late departure beyond a specified time.Purpose

The purpose of this policy is to anticipate guest arrival to avoid inconvenienceand to turn around rooms in time for new arrivals.

PROCEDURES

1. If guest is due to arrive at the hotel prior to the check in time you willneed to advise that “rooms are available for 1200 noon on the day of arrival. If rooms are available on the morning of arrival, we will certainly

accommodate the guest immediately.

2. If guest wishes to guarantee his reservation prior to this time ,he maylike to pre register the booking.

3. Again allow housekeeping time to clean rooms for arriving guest(checkout time is 12noon)

4. In case the occupancy is below 70% late check out can be authorized byany front desk personnel keeping in mind the following.

z



I. Up to 1800hrs - no charges

II. 1800-2000- half day charge

III. Beyond 2000- full day charge

The front desk tem should always be flexible with late check outs anduse their discretion to extend even these guidelines by one hour or so incase of regular guest, such acts build on loyalty and goodwill for thehotel. It is also important that the front desk team should strive for revenue realization without sacrificing on guest satisfaction.

5. Instance where the guest is insistent of an extension beyond theseguidelines should be immediately and politely referred to the assistantManager.

6. From time to time, VIP guest may be extended a late check out t nocharge. This will usually be indicated on the folio, however, if not you willneed to make a decision based on availability. Unless the hotel isbooked to capacity, or the suite has been allocated for another arrivallate check out should be extended at no charge.

a a



TAKING DETAILS ON THE REGISTRATION CARD

POLICY

1. It is the policy of the Grand that all staff must ensure that the guest data

that is obtained &entered into Fidelio is clean and accurate.

2. It is the policy of the Grand to work closely d co operation with the FRROby submitting required information of in house guest on the routine basisto ensure security and safety of our guest in Delhi. It is also necessary toobtain guest preferences in order to update and maintain an accurateIMAC data bank of the hotel.

3. Data as required by the hotel and foreign regional registration office

(F.R.R.O) must be duly obtained from guest upon check in.

b b



HOUSEKEEPING

A Hotel business depends on the guest. A frequent guest knows the difference

between a good and mediocre hotel. To him a hotel is both a home and anoffice which is visited many a times in a year. In a competitive situation theguest will choose a hotel in which he feels welcomed. He wants just more thanwine and dines. Housekeeping is the department that is perhaps responsibleto bring back the guest to the hotel again and again. this is so because hasample scope to pay attention to all guest thus making them feel important.

Moreover, this is the department that is indirectly responsible for earning themaximum revenue for the hotel because the rooms sold by the front office arethe rooms made by the house keeping. Besides the guest rooms

housekeeping has to look after all the public areas , corporate offices,banquets restaurants etc and it is not an easy task to keep the entire hotelsparkling thus justify the motto “ A Hotel is a Home Away From Home”.

Hence housekeeping department can be considered as the backbone of hoteloperation. In other words the housekeeping department is the main force inkeeping the hotel’s flag high. As the hotel public areas are under the directvision of the guest, any failure on the part of the housekeeping will have directimpact on the hotel business.

The house keeping departments plays an important in the successfuloperation of a hotel. it is branch of room division department .its is consideredunder non revenue producing department when laundry is taken into account.The front office has to clear the rooms (whether check out, occupied or vacantthe front office department helps directly to achieve more room sales.

As soon as the guest checks into the hotel , he expects the same kind of atmosphere that he is used at home ,if not better .the sense of homeliness isprovided by an efficient housekeeping department. A major share of the hotelis revenue is from the sale of the room and it is the housekeeping department

that is instrumental in the sale of a room and also providing world classservices to the guest . the department is also secret behind the sparklingfloors, the spice and span surfaces all that go into making “The Grand newDelhi” a five star deluxe property.

d d



Hierchary of Housekeeping Department

CONTROL DESK

The desk is the nerve centre of the entire of the housekeeping departmentproviding the communication and the coordination between the various sectionsuch as the maintenance, floors ,public areas etc. Here that all the staff reportfor work and after duty it is also the point of contact between the guest and the

department by virtue of it, attending guest request and complaints.Location: Adjacent to executive Housekeepers cabin

Staffing: one desk coordinators

Working Hours: Morning – 0700-1600 Hrs

Afternoon- 0130hrs-2200hrs

Night - 2200-0700hrs

Equipment: Two telephones and a computer terminal with opera full service.

e e



THE DUTIES OF DESK COORDINATOR

• Taking over of the desk at the beginning at the duty entailing the readingof the book, checking of the keys and pagers etc.

• Coordinator then prepare for the shift by briefing the duty supervisor androom attendant .coordinator distributes the key pagers ,occupancy slipsto the floor team and public area team. Each time coordinator tales thekey is signed for the keys swipe card, pagers and she counter signsthem.

• Then coordinator mark attendance and prepare the occupancy statusreport for the executive housekeeper. She leaves all the register for

verification by the housekeeper.• The rest of the day her duty comprises of attending to guest request and

complaints and placing the suppliers or the job card order as required.

• Coordinator also does the vital function of the room divisionManagement forwarding request for the rooms from the front office tothe floor Supervisor and clearing rooms for the sale as they are clearedby floor supervisor.

• Coordinator also coordinates the issuing ,execution of the

maintenance ,carpentry, polishing carpet maintenance job required byallotting rooms for R/S (red slips) and clearing as the job done.

• At end of shift the coordinator receive the keys, swipe cards, pagers andverifies the entries in the key register.

• Coordinator also receives the lost and found if any and carries out therequires procedure of recording and storing them.

• Coordinator then keeps the occupancy slips supplies, duty distributionfor the late duty staff and hands over to next duty.

LOST AND FOUNDPROCEDURE Any article that is left behind by a guest in the room is considered as a

lost and found article. The room attendant hand it over to the desk.

f f



Article is received by the desk supervisor and details entered in the lostand found register. At the end of the day the article is handed over to thesecurity department.

Ehen the guest claims the article back the assistant security officer takes

the particular article to the guest verifies the ownership and hands over the article to the guest .this is recorded in a lost property record.

If the article is very expensive such as jewelry, money, electronic goodsit is handed over to the General Manager’s office who now is thecustodian for the article. He sends the gust a note notifying the recoveryof the article and handles the same procedure as started above.

The article are kept with the hotel only for six months after which theyare given off to charity.

FILES AND REGSISTER MAINTAINED IN THE

HOUSEKEEPING DEPARTMENT

DAILY DUTY REPORT AND KEY REGISTERS

These are maintained for the supervisor, floors attendants, public areaattendants , mini bar and uniform room. It records the name area, time inand out, key number issued to and received by. It is to keep a securitycheck on keys.

ROOM OCCUPANCY REPORT

This is record of the status of the room and the report of each of the floor is regularly filled up in the morning duty and the late duty file.

HOUSEKEEPER CHECKLIST FILE

The check list is maintained for the services asked by the guest as well

as for the maintenance.

DND REGISTER

it is maintained for all the floor. It states the room number, duration of DND, whether VIP, crew or normal guest and the instruction from thelobby.

PUBLIC AREA REGISTER

It contains the schedule of the area to be cleaned on the periodic basis.

DAY LOG REGISTER

g g



It conveys the message to the supervisors for the next shift about DND,extra items , layover, check outs ,items removed, discrepancy andpending maintenance.

NIGHT LOG REGISTER

It register the staff on the night duty , leave ,absentees, staff, staff placements check out ,crew rooms cleared, public area cleaning detailsand messages to morning shifts supervisors.

LINEN ROOMLOCATION: LOWER LOBBY

TIMING: 0700HRS-1900HRS

CONSIST: EXCHANGE COUNTER, VERTICAL HANGER BARS AND AILOR

CABIN AND STEEL RACKS FOR F&B LINEN.

STAFFING:

Deputy housekeeper (linen)

Linen Attendant (4) Tailor (1)

Function

Issuing of linen

Collection of soiled linen

Sending and receiving of linen from laundry

Distribution of linen as per daily requirement

Proper storing of linen

Linen inventory

CONTROL OF LINEN h h



Control of linen falls in three areas of activity:

1. Hygienic standard and appearance of linen.2. Daily routine exchange of linen between floors and

departments, linen room and laundry.3. Purchase records, inventories, stock-taking and stocktaking

records.

Handling linen from purchase to use to laundering andstorage before it is used again is a difficult task requiring muchexpertise as well as close supervision. Each system has its own merits andlinen control must be balanced against saving time and wages/ money.

Primarily, purchase records must be correctly maintained asthey form the basis of stock taking. Daily records keep a track of linen on aday-to-day basis. It is also necessary to maintain a record of condemned linenand any remakes from these discarded items to provide a clear picture duringstocktaking.

UNIFORM ROOM

The uniform are made and issued to al the employees with the rest of casuallabor and trainees using the standard spare maintained. The uniforms aretagged according to the employees token number all employees are providedwith 3 sets issued every year. The uniforms are issued at the beginning of shifts and received in the linen trolleys at the end of the shifts. They are thensorted and sent to the laundry. The laundry sends them back and they arestored according to the type such as all chef coats together, all managers’

shirts together.FUNCTIONS

• Issuing of uniforms

• Collection of uniforms

• Sending and receiving from laundry and storing

• Distribution of uniform as per daily requirements.

• Repairing the torn uniforms

REGISTER MAINTAINED

i i



Staff uniforms register, Floor linen register, Store requisition,book/purchase ,Requisition book ,Condemned uniforms register,Returnable, Non- Returnable gate pass book.

FLOWER ROOM

The flower room is located in basement. it is run by four people a flower roommanager and three attendants. The timings of the flower rooms are 0800-1700hrs. the flower room works in co ordination with the flower shop located inthe lobby, which has two attendants.

The flower rooms provided the flower the flower arrangement in the followingplaces:

Banquets Guest Room

Lobby

Restaurants

Room service

Managerial offices

In the flower room displays for the guest rooms and preparation of bud vasesis done. While cleaning the room the room attendants places the bud vases inservices area. The flower room attendant collects all these vases and placesfresh ones in its place.

It is the responsibility of the florist to prepare the flower displays for the specialoccasions like New Year, Christmas and also the arrival of the V.I.Ps.

FLOORS

There are total of 390 guest rooms in the hotel. The rooms are distributed onsix floors. Every floor is having smoking or non- smoking zone. Each floor isdivided into wings A,B ,C and AB. The Hotel is in the ‘F’ Shape. Rooms can becategorized as follows:

• Single rooms

• King rooms

• Queen rooms

• Business Suits

j j



• Deluxe Suite

• Presidential Suites

• Grand Club Rooms

• Spa rooms

ROOM ATTENDANTS WORK PROCEDURE

Reports to work signs and receives master keys, swipe card, pager,occupancy list and suppliers.

Maid Trolleys Take over the pantry and sets the trolley as follows:

• 1Garbage bag

• 1 Cleaning (1blue dusting cloth, 2 red dusters for bathroom, 2white duster for glass, 2 brown for drinking glasses, 4 turkeydusters)

• All supplies (5 sets)

• Room linen(single & double sheets, pillow covers, towels, duvet

cover) Then he\she starts with rooms according to the occupancy slip giving

preference in the order of

Guest call

Blocked rooms

Occupied rooms

Vacant rooms

ROOM CLEANING PROCEDURE

Ring bell, wait or an answer and ring again to ensure guest is not thereor for guest to answer.

Open room using key, hang the clean My room card on the knob, leaveroom open with doorstopper.

Draw curtains.

Check for laundry, service trays and lost and found.

k k



Check if all lights and fitting are working, if not call desk and issue joborder.

Remove all soiled linen and take pantry, throw down from the chute.

Clean bathroom.

Make bed.

Dust all surfaces.

Carry out cleaning schedule for the day such as cleaning of catwalks,wall marks etc.

Vacuum carpet

Wipe the floor(non-carpeted) , spray air freshener.

Check for all amenities

Remove tag, switch off light.

BED MAKING PROCEDURE

1. Pullout all soiled linens bed sheets 2 pillow covers

2. Spread bed sheet.

3. Spread duvet cover on duvet.

4. Place duvet cover and make evening fold if necessary otherwise duvetmust be pulled tightly under the mattress.

5. Put the pillows and place the pillow in its respective position.

BATHROOM CLEANING PROCEDURE

I. Sprinkle W.C cleaning liquid in the bowl and cleaning in thebathtub and wash basin.

II. Remove used supplies and replenish.

III. Scrubs wash basin wash and wipe dry.

IV. Wash and wipe dry.

V. Scrub wash bowl seat tank flush wash seat and wipe.

VI. Spray glass cleaning solution on mirrors and polish.

l l



VII. Wash floor and wipe dry.

VIII. Spray room freshener.

AMENTIES IN THE GUEST ROOMS

The room are thoughtfully designed furnished for a comfortable stays thefollowing:

Wardrobe.

1 safety locker called CISA inside the wardrobe.

Dressing counter with large mirrors.

Mini bar Electrolux.

One luggage rack.

LCD 42” Samsung.

Writing table and chair.

A sofa.

A coffee table.

Beds.

Besides table with light controls.

Lamp shades.

Long lamp shades beside the sofa.

Privacy switch.

Three telephones (one on writing tables ,one beside the bed and other inthe bathroom).

ISD line is available through room itself.

Bathroom is well equipped with:

One vanity unit

Bathtub

Shower

Wc

m m



1 conditioner

1 loofah

1 toilet roll

1 Sanitary bag

2 hand towels

2 face towels

2 bath towels

1 bath math

WARDROBE SUPPLIES:

6 Hangers

2 wardrobe

2 laundry bag with laundry list

Shoe mit

Carry bag

weighing machine

Luggage rack

PUBLIC AREAS

The upkeep of the public area is also of as much importance as that of the guestroom. It area such as lobby, lifts banquet area, restaurants etc.the public area is supervised by the public area supervisor under whomthe public area attendants work. Supervisor allots the duties at thebeginning of each shift at the desk from where the attendants their keysand linen.

Public area included:Lobby

Reception

Business centre front office manager cabin

Night auditor cabin

Lift landing area

Banquet hall

Restaurants

o o



GM office

Rest rooms

Book shop

CorridorsReservation office

Manager’s offices

Poolside’s area

CO-ORDINATION OF HOUSE KEEPING

DEPARTMENT WITH OTHERS

DE PARTMENTS

During the course of work, the house keeper comes in contact with the staff responsible for the other parts of the establishment and for smooth running of the hotel. There must be clear inter departmental co ordination. The other departmental with which the house keeping department, co ordination are asfollows.

1. Front office

Co operation here is particularly necessary because the work of the twodepartments is very closely aligned. The Housekeeper gets thedeparture rooms from the reception and in turn clears the ready rooms toreception. To know the exact status of all the rooms and for the better running of the hotel , co-ordination between reception and housekeepingis vital. Checks out rooms are checked by housekeeper and bell boys.

2. Maintenance

In the course of a day , the house keeper finds many job order requiringattention ,such as leaking taps, W.C not working properly faulty electricplug A/C not working and so on .she should report these faults to themaintenance department as early as possible. If a good relationshipexists between the two notifications of urgent will he meet withimmediately.

3. Restaurants

Cooperation here is mainly concerned with exchange of linen for which a

specific tie is allotted to each outlet. Cleanliness of the restaurants isalso one of the responsibilities of the housekeeping department.

p p



4. Kitchen

Co-operation here is mainly in the form of staff uniform, dusters etc. Agoods relationship with the chef is to be maintained as it is an importantaspect of staff welfare.

5 Security

Co operation here is mainly concerned with prevention of fire and theftand the safe keeping of keys and property of the hotel. There are asmany security hazard on the floors that liaison is particularly importantand the Housekeeper co operation by endeavoring to see that her\hisstaff are aware of them.

6. Purchase

Co operation is particularly is important here since the housekeeper hasto contact the purchase department for buying the items required by thedepartment.

7. Personnel

All staff comes under personnel department. The progress of each staff is taken note by the personnel department. Personnel department des

appraisal of staff. Personal department organizes training programmesstaff welfare is also taken care of.

q q



F & B

PRODUCTION

r r



FOOD PRODUCTION

Food production is one of the major revenue producing departments of theHotel it aids the food beverage service department. Though it does not comein contact with the guests directly they play an important role toiling behind thescenes. It is a highly labor oriented department as it requires hard work andskill. Cost control and portioning is an important aspect to be maintained bythe chefs and this is audited and supervised by the corporate chef.

The food production units are divided into the two

1. Main Kitchen or Banquet Kitchen/Grand café Kitchen

2. Specialty Kitchens

The main or banquet kitchen comprises of the following Sub-kitchencounters.

• Butchery

• Bakery

• Commissary

• Indian

• Italian

s s



The Grand New Delhi outlets have specialty kitchen where show kitchen isthere and chef can cook in front of guest.

DEPARTMENT GOALS AND OBJECTIVES

The main aim of the kitchen is to produce good food which means bothquality and taste of the good are according to the guest’s taste which will earngood name for hotel, thus helping the outlets to have more business. Another aim is cost control and portion control. Cost control is trying to minimize thewastage, getting to decrease the good cost and earn maximum revenue.

STAFF HIERACHY

Executive Chef

Senior Sous Chef

Sous Chef

Chef de partie

Commie

Operational Trainee

Apprentice

t t



JOB DESCRIPTIONS

Executive Chef The executive chef is in charge of everything related to theKitchen, including menu creation, staff and business management aspects.While the position requires extensive cooking experience and often involvesactively cooking, the staff of benefit, it also involves a high level of management and business skills of the kitchen.They can also be referred to as the "chef" or "head chef". Although "headchef" may seem redundant, the word "chef" has come to be applied to anycook, kitchen helper or fast food operator, making the distinction necessary.

Responsibilities of Executive Chef:Full supervision of kitchen brigade

Kitchen staff recruitment and training

Menu planning

Supervision of inventory and stock control

Maintaining budgetary targets

Supervision of health & safety (HACCP)

Sous Chef

The sous-chef de cuisine (Deputy-chef of the kitchen) is thedirect assistant of the executive chef and is second in command. He may beresponsible for scheduling, and filling in for the executive chef when he or sheis off-duty. The Sous Chef will also fill in for or assist the chef de partie (linecooks) when needed. Smaller operations may not have a sous chef, whilelarger operations may have multiple. The term "sous-chef" is pronounced like"su chef". Some sous chefs act as an expeditor. This means that they serve asthe liaison between the restaurant’s customers and its line cooks.

They deal with complaints regarding food quality. They also are in charge of coordinating cooking so that the wait staff delivers all food to the customers ina timely fashion and so that everyone sitting at a table is served at the sametime.

Responsibilities of Sous Chef:

Supervising the kitchen staff

Preparing and cooking meals to order

Demonstrating cooking techniques and proper equipmentusage to the kitchen staff

u u



Some menu planning

Some ordering of food and kitchen supplies

Chef de Partie

A chef de partie, also known as a "station chef" or "line cook",is in charge of a particular area of production. In large kitchens, each stationchef might have several cooks and/or assistants. In most kitchens however,the station chef is the only worker in that department. Line cooks are oftendivided into a hierarchy of their own, starting with "First Cook", then "SecondCook", and so on as needed.

Chef Saucier (sauce chef)

is responsible for all sautéed items and their sauce. This person prepares

sauces, stews and hot hors d'oeuvres and sautés food to order. Although it Isthe highest position of the station cooks, the saucier is still consideredsubordinate to the chef and the sous-chef.

Chef Entremetier prepares hot appetizers and often prepares the soups, vegetables, pastas andstarches. In a full brigade system a potager would prepare soups and alegumier would prepare vegetables. Chef entremetier is also responsible for peeling and cutting vegetables.

Chef Garde Manger (Larder) is a French term meaning "keeping to eat" or "keeper of the food", refers tothe task of preparing and presenting cold foods. These typically include suchfood items as salads, hors d'oeuvres, cold soups,aspics, and charcuterie. Larger restaurants and hotels mayhave the need for the garde manger to perform additionalduties, such as creating decorative elements of buffetpresentation like table arrangements and edible

centerpieces made from materials such as ice, cheese,butter, salt dough or tallow. In most modern kitchenshowever, the garde manger is synonymous with pantrychef, having duties focusing on salads, soups, cold fooditems, and dessert platings. It is usually the entry-level linecook position within a restaurant.

v v



BUTCHERY

Shift timing : 0800

Equipment used ; mincing machine

Electric cutter Electric sawing machine

Tables

Weighing machine

Chopping machine

PROCEDURE AND FUNCTION

They are responsible for the mise en place of non-vegetarian items for the

entire kitchen. They receive an indent the previous night from all kitchensregarding their inventory requirement for the next day. The butchery then clubstogether the entire various requirements and submits a total figure to thestores. The various cuts of fish as specified by the kitchen are done by thebutchery. Deboning of lamb/mutton/fish and skinning and cutting of chicken isalso the job of the butcher.

The meat is weighed and wrapped in polythene bags before handling over. Allchickens waste and beef waste is handed over to the continental kitchenwhere stocks are prepared . chicken comes cleaned and weigh around 700-

750gms. They are placed in large trays each containing 40 chickens andplaced in the deep freeze unit needed .

x x



COMMISSARY

Shift timing : 0800hrs -1700hrs

Equipment used: vegetable washer

Chopping machine

Peeling machine

Tables

Knife

The commissary suppliers various areas such as:

1. Banquet Kitchen

2. Cascade kitchen

3. Caraway kitchen

Commissary is the where all vegetables are peeled then cuts and then stayfurther distributed to the respective department. Three walk In they are for commissary one for English vegetables and fruits. In second walk In Indianvegetables and fruits .third Walk In is for dairy store. They maintain all the walkIn through FIFO (first in first out) system.

BAKERY

Shift timing : morning - 0800-1700hrs

Afternoon – 1200-2100hrs

Evening - 0500-0000hrs

Night - 2200-0700hrs

It is one of the important area of the kitchen. Different types of cakes pastries,cookies chocolates are made in this section. The bakery section mainly catersfor the cakes on buffet section of different restaurant and also the pastry shopsituated at the lobby level.

It is divided into three section :

• Pastry section

• Baking section

•

Chocolate section

y y



Equipment :

1. Deep freezer (-18)

2. Walk In

3. Oven4. Multi storey oven

5. Kneading machine

6. Mixing machine

7. Micro wave oven

8. Proving chamber

9. Baking tray

10. Knifes

Ingredients used in bakery

1. Flour

2. Sugar

3. Salt

4. Yeast

5. Fat

6. Water

z z



The basic steps in process of baking are

1. Proper weighing of ingredients

2. Mixing the Ingredients3. Kneading: it is the most important step ,which aids in developing the

gluten- induced elasticity of the dough .it distribute the gas bubblesproduced by the yeast so the bread develops a lose even andsmoother texture.

4. Knock back : dough is punched down to knock out the air bubbles thathave developed during the rising and enable even rising. The knockingback action also redistributes the yeast and the other ingredientsevenly all through the dough

5. Dividing and Scaling : this used so portion dough into pieces of therequired weight.

6. Shaping: divided pieces of the dough are shaped in the form of loaf or rolls. It should be done in a sparingly floured surface, handling thedough gently and placing it for final proving.

7. Proving : process in which the yeast react o sugar and produce thecarbon dioxide which increases the dough size to double the optimumtemperature for proving is 32c

8. Scoring : the process of giving marks on the top f the dough with asharp knife blade or knife .

9. Baking: it involves cooking the moduled or shaped in an oven.

a a a



GRAND CAFÉ KITCHEN

This the main kitchen of The Grand which mainly cater for the banquets andCaraway. Different section of the Grand café Kitchen are;

1. Continental section

2. Indian section

3. Chinese section

4. Garde manager

INDIAN SECTION

As the name suggest, this the section served the Indian cuisine. It mainlycaters for the banquets function and also prepare some specific items for others kitchens for A la carte orders. It is divided into three parts:

1. Halwai

2. Tandoor

3. Curry

Halwai

This part of Indian section prepare various hot and cold indain dessert andother Indian sacks like samosas, Gulab Jamun Rasgulla etc. for any banquetfunction dessert are prepared here. It also sends samosas, Gulab Jamun tothe staff cafeteria on every Tuesday and Thursday. Common dessert preparedhere are:

Kesari kulfi

Rabri

Rasmalai

Gulab Jamun

Rasgulla

Khoya

TANDOOR

This part is responsible for making of tandoori items and breads for thebanquet parties and a la carte orders. It is equipped with three coal Tandoor, a

marble table. The different bread made at this section are.

b b b



1. Roti

2. Naan

3. Lachha & pudina

Some other Tandoor delicacies are:

a. Noori malai tikka

b. Tandori chicken

c. Chicken tiika

d. Murg shashlic

e. Kakoori kebab

f. Reshmi kebab

g. Khasta

Curry

This part of the Indian section is responsible for making curries and graviesfor the different dishes. It daily work starts with making gravy for items like

khumb mater, Makhani gravy, dum ke jhenga gravy and biryani vegetable aswell as non vegetable and boiled rice.

All these gravies are prepared in advance and kept aside is served hot whenguest order by giving final touches to it by putting all the necessaryingredients. It also prepare the vegetables for the day e.g. kurkuri Bhindi,Rasili lauki.

GARDE MANGERThe Garde manager means the larder. This part of the kitchen prepares allsorts of cold items and caters mainly to the banquets parties. According to theparty orders of the different salad, tarts, canapés are prepared and sometimessome canapés are also provided to the room services .the chefs and commisin this larder kitchen specialize in butter carving ,vegetables carving and icecarving and they are able to display their skills at several banquet functions.

It opens from 080hrs till 0000hrs midnight. Every morning fresh fruit platters

are sent for the Grand club floor lounge through room services. Also canapésare sent to the club floor for the Happy Hours.

c c c



Walk In

Since all the items which the grade manger kitchen deals with areperishables ,they have to b stored correctly to avoid wastage .hence suchitems are usually kept in a cool environment of walk in . the items kept hereinclude:

Raw vegetables

Prepared salads

Canapés

Processed vegetables

Processed meat items

Sauces and dressing

Eggs butter

Carving.

KITCHEN MANAGEMENTTo manage the kitchen, the executive Chef /chef de cuisine, should have asound practical knowledge and have the ability to organize labor and delegatethe responsibility to the staff who communicate well. The maintenance andcleaning of the machine in his responsibility. Labor saving automatic machinesis replacing the manually operated ones. The people handling the machineshould be able to follow the correct procedure of assembling, using andcleaning. Safety precaution should be observed. Certain factors such asbudgeting contract portion contract cost contract, proper purchasing, contractof production and service, control of waste etc plays an important part inmanaging the kitchens.

FOOD AND BEVERAGE CONTROL

Food control begins when the order are placed ,it ends when the ultimate cashtaking are banked. The stores are placed close to the preparation area. Basicis a smooth flow from stores, to preparation to cooking ,to serve to therestaurant and then back to the wash up. So there is a need to provide storagespce that s appropriate to the size of the kitchen.

d d d



The function of the stores is to receive check ,store carefully issue goods asrequired against the requisition properly authorized strict control must beexercised as it provides cost figures and assist in future budgeting. It isessential to check all incoming supplies for quality, weight and price. Supplies

received should be promptly taken into stock, non perishables go into drystore, perishable items to e stored in cold rooms, freezers etc.

Records should be kept to show the stock of each commodity received, issuedand on the hand, with dates of receipt and issue so that any time themanagement can check the accuracy of the report.

PURCHASE , RECEIVING AND STORAGE

For any food based operation are purchase and receiving are many importantpart of the entire system. This is due to the reasons that if the goods were not

purchased according to the specification, it would result in blocking or loss of money. Also if the purchased goods are not received properly and stored thenalso it would lead to a loss for the oragansition. For the purchase of the items,the executive chef writes a request to the purchase manager beforeacknowledging delivery of goods calls on the concerned chef for quality check.This then goes to the store, which receives the quantity depending upon, thefood control sheet as given by the storekeeper on the previous day. The storethen issues the items to the kitchen and butchery items after cleaning againstthe requisition made by the various kitchens. The butchery items are packed inthe bags and are stamped for quaninty, date and name of items for theefficient use and follow up of FIFO technique.

FOOD STORAGE

Food storage is any food “saved” to be eaten at a later time(Hours, days, or years).Storage includes food in the refrigerator or freezer,Vegetables in a garden or fruit on a tree, livestock, or food stored in a storageroom. Management of this food is a vital part of food storage. Food isperishable even when stored properly under the most favorable circumstancesand conditions. Proper storing and rotating food will preserve nutritionalquality, eating quality, and eliminate waste.

The main reason to store food should be to use it at a later date or convenient time. Properly stored foods and rotated foods will provide:

Management of resources (time, money, energy, skills,Foods, etc.)—providing self sufficiency.

e e e



Preparedness for time of need / want.

Foods are divided into three groups for the purpose of storage they are:

Perishable foods include:meat, poultry, game, fish; dairyproduce and fats; vegetables and fruit.

Dry foods include:cereals, pulses, sugar, flour, etc.;bread, cakes; jams, pickles and other bottledfoods; canned foods; cleaning materials.

Frozen foods must be placed immediately into a deep freezeat a temperature of -2°C (28°F).

Storage of Perishable FoodsVegetables:

o Most fresh vegetables may be stored up to 5 days in the Refrigerator.

Removing air (oxygen) from the package, storing the vegetables at 40°Frefrigerated temperatures, and maintaining optimum humidity (95 to 100%)

may extend shelf-life of fresh vegetables.o Always wrap or cover fresh leafy vegetables in moisture-proof bags to

retain product moisture and prevent wilting.o Root vegetables (potatoes, sweet potatoes, onions, etc.) and squashes,

eggplant, and rutabagas should be stored in a cool, well-ventilated placebetween 50°F and 60°F.o Tomatoes continue to ripen after harvesting and should be stored at room

temperature.o Removing the tops of carrots, radishes, and beets prior to refrigerator

storage will reduce loss of moisture and extend shelf-life.o Palatability of corn diminishes during cold storage due to elevated starch

content. Corn and peas should be stored in a ventilated container.o Lettuce should be rinsed under cold running water, drained, packaged in

plastic bags, and refrigerated. Proper storage of fresh vegetables will maintainquality and nutritive value.o Canned vegetables can be stored in a cool, dry area below 85°F (optimum

50°F to 70°F) for up to one year. After one year, canned vegetables may stillbe consumed. However, overall quality and nutritional value may have

diminished. Discard badly dented, swollen, and/or rusty cans.

f f f



Fruit:o Store fresh fruit in the refrigerator or in a cold area to extend shelf-life.

Reduce loss of moisture from fresh fruit by using, covered containers.

Always store fresh fruit in a separate storage area in the refrigerator, sincefresh fruits maycontaminate or absorb odors from other foods. Prior toconsumption, rinse fresh fruits and vegetables under coldrunning water toremove possible pesticide residues, soil, and/or bacteria. Peeling, followed bywashing of fresh fruits and vegetables, is also very efficient in removingresidues.

o Ripe eating apples should be stored separately from other foods in the

refrigerator and eaten within one month. Apples stored at room temperature

will soften rapidly within a few days. Remember to remove apples that arebruised or decayed prior to storage in the refrigerator. Do not wash applesprior to storage.

o Green pears and apricots should be ripened at room

temperature and then stored in the refrigerator. Expect a 5-day refrigerated shelf-life for these fruits.

o Unripe peaches may be ripened at room temperature and eaten after 2

days. Store ripe peaches in the refrigerator but consume at room temperature.

o Grapes and plums should be stored in the refrigerator and eaten fresh

within 5 days of purchase. Store unwashed grapes separately from other foods in the refrigerator and wash prior to consumption.

o Ripe strawberries can be stored in the refrigerator separately

from other foods for approximately 3 days. Strawberriesshould be washed and stemmed prior to consumption.

o Citrus fruits, such as lemons, limes, and ripened oranges, can be stored in

the refrigerator for 2 weeks. Grapefruit may be stored at a slightly higher temperature of 50°F.

o Melons, such as the honeydew melon, cantaloupe, and watermelon, may

be ripened at room temperature for 2, 3, and 7 days, respectively. Store ripemelons in the refrigerator.

g g g



o Meat, poultry, fish, and eggs are highly perishable and potentially

hazardous due to their high moisture and high protein content. Generally,fresh cuts of meat contain spoilage bacteria on the surface that will grow,

produce slime, and cause spoilage after 3 days of refrigerator storage inoxygen-permeable packaging film. Ground meat products are moresusceptible to spoilage due to possible contamination during manufacturingprocess and increased surface area of the product. Bacteria in ground meatsare distributed throughout, providing rapid growth in the presence of air.Ground meats should be stored on the lower shelf of the refrigerator and usedwithin 24 hours of purchase.Refrigerator storage slows bacterial growth; however, the product willeventually spoil. Optimum storage temperature of refrigerated meats, including

ground beef, is 33°F to 36°F.Freezing inhibits the growth of bacteria. Whole cuts of meat may be stored inthe freezer ranging from 4 to 12 months, whereas ground meat may be storedfor 3 to 4 months. For maximum storage, wrap meats in moisture-proof, gasimpermeable packaging to prevent freezer burn.

o Cured meats, such as bacon, should be stored in their original packaging in

the refrigerator. Cured meats have a tendency to become rancid whenexposed to air. Therefore, rewrap cured meats after opening the package.Expect approximately a 1-week shelf-life for cured meats. Vacuum packaging(removal of air) and modified atmospheric packaging (partial removal of air)extends shelf-life of meats and meat products (i.e. luncheon meats). The shelf-life of vacuum-packaged meats and gas-flushed meats is 14 days and 7 to 12days, respectively.

o Poultry should be prepared within 24 hours of purchase or stored in the

freezer. Poultry may be stored in the freezer (0°F) for 12 months. Thaw poultryin the refrigerator, under cold running water, or in the microwave. Cook poultry

parts (i.e. breast and roast) and whole poultry to an internal temperature of 170°F, and 180°F, respectively. Leftovers stored in the refrigerator should beconsumed within 3 days and reheated to 165°F prior to consumption. Poultrybroth and gravy should not be stored more than 2 days in the refrigerator andreheated to a full boil (212°F) before consuming.

o Fresh fish, shrimp, and crab stored in the refrigerator (slightly above 32°F)

should be consumed within 1 to 2 days. Never store fresh fish in water due toleaching of nutrients, flavor, and pigments. Frozen fresh lean fish and seafood

(except shrimp) may be stored for 3 to 6 months at 0°F. Shrimp may be storedfor 12 months at 0°F.

i i i



o Eggs should be purchased refrigerated and stored in the refrigerator (33°F

to 37°F) in their original carton. Storage of eggs in the original carton reducesabsorption of odors and flavors from other foods stored in the refrigerator. Use

eggs within 3 to 5 weeks of the "pack date" listed on the carton (1 to 365representing pack date day within the year). Leftover egg yolks and egg whitesmay be stored in the refrigerator covered for 2 and 4 days, respectively. Cover egg yolks with water. Hard-boiled eggs may be stored in the refrigerator for 1week, whereas pasteurized liquid eggs may be stored in the refrigerator for 10days. Egg whites and pasteurized eggs may be stored at freezer temperaturesfor one year. Shell eggs should never be stored in the freezer. Dried eggs maybe stored in tightly closed containers in the refrigerator for one year.

Storage of Dry Foods

Breads, Cereals, Flour and Rice:o Bread should be stored in the original package at room temperature and

used within 5 to 7 days. However, bread stored in the refrigerator will have alonger shelf-life due to delayed mold growth and may be firmer. Expect a 2- to3- month shelf-life of bread stored in the freezer. Refrigerate cream stylebakery goods containing eggs, cream cheese, whipped cream and/or custards

for no longer than 3 days.

o Cereals may be stored at room temperature in tightly closed containers to

keep out moisture and insects. Whole wheat flour may be stored in therefrigerator or freezer to retard rancidity of the natural oils.

o Store raw white rice in tightly closed containers at room temperature and

use within one year. Brown and wild rice stored at room temperature will havea shorter shelf-life (6 months) due to the oil becoming rancid. Shelf-life of raw

white and brown rice may be extended by refrigeration. Cooked rice may bestored in the refrigerator for 6 to 7 days or in the freezer for 6 months.

Water:o Commercial bottled water has an extended shelf-life of one to two years

due to extensive water treatment (filtration, demineralization, and ozonation)and strict environmental controls during manufacturing and packaging. Bottledwater should be stored in a cool, dry place in the absence of sunlight.Household tap water has a limited shelf-life of only a few days due to the

growth of microorganisms during storage. Therefore, consumers shouldpurchase bottled water if planning to store water for extended periods

j j j



Storage of Dairy Foods

Frozen Dairy Products:

o When purchasing ice cream and other frozen desserts at the store, makesure they are frozen solid and that the container is not sticky or frosted whichindicates it has partially thawed at some point. Request that the ice cream beplaced in an insulated bag or be double bagged to reduce melting on the wayhome.

o Ice cream may be stored unopened for up to two months at 0 °F or below.

However, if it is to be stored for longer than one month, it is best to over-wrapthe original container with freezer paper or wrap.

o Once the container has been opened, place saran wrap over the surface of

the ice cream to minimize the development of large ice crystals and the loss of its creamy texture. Use ice cream within seven to ten days for best quality.Each time the ice cream is removed from the freezer, and the surface beginsto thaw, the ice cream loses quality. If ice cream or other frozen dairy productsthaw completely, they should be discarded because of the danger of bacterialgrowth.Nondairy Dessert Toppings:

o Nondairy dessert toppings are made from vegetable oils, but may also

contain some milk products. The frozen toppings may be stored for up to oneyear in the freezer, or thawed and kept in the refrigerator for up to two weeks.Do not freeze dessert toppings in aerosol cans. Store the cans in therefrigerator for a maximum of two to three months.

21.5 STORAGE GUIDELINES

For best results in maintaining product quality, practice the rule, First In, FirstOut (FIFO). This means the oldest products should be used first and thenewest products later. A good practice is to place the newly purchasedproducts in back of the same products already on the shelf. Followrecommended storage times for the refrigerator, freezer and pantry:

Freezer:o Keep freezer temperature at or below 0 °F. A good indication of proper

temperature is that ice cream will be frozen solid.

k k k



o Use moisture-proof, freezer-weight wrap. Examples are foil, freezer bags

and freezer paper. Label and date all packages.

o Food stored beyond the recommended time will be safe to eat, but eating

quality (flavor and texture) and nutritive value may be reduced.o Keep an inventory of freezer contents.

Refrigerator:o Use a thermometer to check temperature; it must be between 34 °F and 40

°F at all times. Avoid frequently opening the refrigerator door, especially in hot

weather.

o Wrapping perishable food prevents the loss of flavor and the mixing of

flavor and odors resulting in, for example, onion flavored milk.o Raw meat and poultry should be wrapped securely so that they do not leak

and contaminate other foods. Place the store packages in a plastic bag or place the package on a plate to contain any juices. Clean up leaks with warmsoapy water and sanitize with a solution of 1 teaspoon chlorine bleach to 1quart water.

o Cooked meats and leftovers should be tightly wrapped to prevent leakage

and drying out.Pantry:

o Storage cabinets should be cool and dry. Storage areas near oven ranges,

hot water pipes or heating ducts should not be used because heat andmoisture can cause a food to lose its quality more rapidly.o Insect infestation can occur in any home. Susceptible foods include cereals,

flour, seeds, baking mixes, spices, candy, dried fruits and dry pet foods. Avoid

purchasing damaged packages of foods and keep cupboard shelves clean.Storing food in tightly sealed glass, metal or rigid plastic containers may help.

o Pantry foods will probably be safe beyond recommended storage time, but

eating quality (flavor and texture) and nutritive value may be reduced.

l l l



F & B

Service

m m m



Introduction

Hospitality is probably the most diverse but specialized industry in the world. It

is certainly one of the largest, employing millions of people in a bewilderingarray of jobs around the globe.Sectors range from the glamorous five-star resort to the less fashionable, butarguably more specialised, institutional areas such as hospitals, industrialoutfits, schools and colleges. Yet of these many different sectors, catering hasto be the most challenging. Whatever the size of the catering operation, thevariety of opportunities available is endless.The food service industry encompasses those places, institutions andcompanies that provide meals eaten away from home. This industry includesrestaurants, schools and hospital cafeterias, catering operations, and manyother formats, including ‘on-premises’ and ‘off-premises’ caterings.Catering is a multifaceted segment of the food service industry. There is a

niche for all types of catering businesses within the segment of catering. Thefood service industry is divided into three general classifications: commercialsegment, noncommercial segment, and military segment. Catering management may be defined as the task of planning, organizing,controlling a n d executing. Each activity influences the preparation anddelivery of food, beverage, and related services at a competitive, yet profitableprice. These activities work together to meet and exceed the customer’s

perception of value for his money.

n n n



A restaurant is an establishment that serves the customers with prepared foodand beverages to order, to be consumed on the premises. The term covers amultiplicity of venues and a diversity of styles of cuisine. Restaurants aresometimes also a feature of a larger complex, typically a hotel, where the

dining amenities are provided for the convenience of the residents and for thehotel to maximize their potential revenue. Such restaurants are often open tonon-residents also.Restaurants often specialize in certain types of food or present a certainunifying, and often entertaining, theme. For example, there are seafoodrestaurants, vegetarian restaurants or ethnic restaurants. Generally speaking,restaurants selling "local" food are simply called restaurants, while restaurantsselling food of foreign origin are called accordingly, for example, a Chineserestaurant and a French restaurant.

Depending on local customs and the policy of the establishment, restaurantsmay or may not serve alcoholic beverages. Restaurants are often prohibitedfrom selling alcohol without a meal by alcohol sale laws; such sale isconsidered to be activity for bars, which are meant to have more severerestrictions.Some restaurants are licensed to serve alcohol (‘fully licensed’), and / or permit customers to ‘bring your own’ alcohol.

o o o



STAFF ORGANISATION

p p p



Role of the Managers

Food and Beverage Manager

The food and beverage manager is the head of the food andbeverage service department, and is responsible for its administrative andoperational work. Food and Beverage Managers direct, plan and control allaspects of food and beverage services.Food and Beverage Managers require excellent sales and customer service

skills, proven human resource management skills, and good communicationand leadership skills. Desired knowledge for this position includes knowledgeof the products, services, sector, industry and local area, and knowledge of relevant legislation and regulations, as well. Hence it is said that food andbeverage manager is a Jack-of-all-trades, as the job covers a wide variety of duties.In general, food and beverage manager is responsible for:i) BudgetingThe food and beverage manager is responsible for preparing the budget for

the department. He should ensure that each outlet in the department achievesthe estimated profit margins.ii) Compiling New Menus and Wine ListsIn consultation with the chef, and based on the availability of ingredients andprevailing trends, the food and beverage manager should update and if necessary, compile new menus. New and updated wine lists should also beintroduced regularly.iii) Quality ControlThe food and beverage manager should ensure quality control in terms of

efficiency in all service areas, by ascertaining that the staffs are adequatelytrained in keeping with the standards of the unit.iv) Manpower DevelopmentThe food and beverage manager is responsible for recruitment, promotions,transfers and dismissals in the department. He should hold regular meetingswith section heads, to ensure that both routine as well as projected activities of the department go on as planned. He must also give training, motivate andeffectively control staff.

q q q



Assistant Food and Beverage Manager

The assistant food and beverage manager assists the foodand beverage manager in running the department by being more involved inthe actual day-to-day operations. This position exists only in largeorganisations. An assistant food and beverage manager's job includes:i) Assisting section heads during busy periods.ii) Taking charge of an outlet, when an outlet manager is onleave.iii) Setting duty schedules for all the outlet managers andmonitoring their performance.

iv) Running the department independently in the absence of the food and beverage manager.

Restaurant Manager

Restaurant Manager is responsible for directing and supervising all activitiespertaining to employee relation, food production, sanitation, guest service andoperating profits. The restaurant manager is either the coffee shop manager,bar manager or the specialist restaurant manager. The restaurant manager reports directly to the food and beverage manager and has overall

responsibility for the organisation and administration of a particular outlet or asection of the food and beverage service department. The restaurantmanager's job includes:i) Setting and monitoring the standards of service in the outlets.ii) Administrative duties such as setting duty charts, granting leave,monitoring staff positions, recommending staff promotions and handling issuesrelating to discipline.iii) Training the staff by conducting a daily briefing in the outlet.iv) Playing a vital role in public relations, meeting guests in the

outlets and attending to guest complaints, if any.v) Formulating the sales and expenditure budget for the outlet.vi) Planning food festivals to increase the revenue and organisingadvertisement campaign of the outlet along with the chef and the food andbeverage manager.

Room Service Manager

The room service manager reports directly to the food and

beverage manager and is responsible for the room service outlet.

r r r



The room service manager checks that the service rendered to the guestsconforms to the standards set by the hotel. He also monitors all operationalaspects of the outlet such as service, billing, duty charts, leave andabsenteeism, in addition to attending to guest complaints regarding food and

service.The room service manager is also in charge of the sales and expenditurebudget. The room service is most liable to have problems. The room servicemanager should ensure coordination among the room service order taker, thecaptain and the waiter. It is necessary for the room service manager to bepresent in the outlet during peak hours to interact with other departments of the hotel and to take regular momentums of all the equipment used In theevent of the hotel offering valet service and the room service manager takescharge of that service as well .

Bar Manager Bar Manager organises and controls a bar's operations. A bar manager arranges the purchase and pricing of beverages according to budget; selects,trains and supervises bar staff; maintains records of stock levels and financialtransactions; makes sure bar staff follow liquor laws and regulations; andchecks on customer satisfaction and preferences. The bar manager shouldhave good interpersonal skills and good memory. He must be efficient andspeedy, must enjoy working with people. He should have good cash-handlingskills.

Banquet Manager

The banquet manager supervises the banquet operations,sets up break-down service according to the standards established by thehotel. He co-ordinates the banquet service in conjunction with other departments involved and prepares weekly schedules for the banquetpersonnel.From the time the bookings are done till the guest settles the bill, the banquet

manager is in charge of all aspects of banquet and conference operations. Hesupervises the work of the banquet sales assistants, who do the banquetbookings and the captains and waiters who perform the food and beverageservice activities under his guidance. He is responsible for organisingeverything right down to the finest detail.The banquet manager projects the budget of the banquets, and works in closecoordination with the chef in preparing menus. He is responsible for making aninventory of all the banquet equipment and maintaining a balance betweenrevenue and expenditure.

Banquet managers may also be designated as assistant managers in the foodand beverage service department.

s s s



OUTLET OF THE GRAND NEW DELHI

The Grand New Delhi features exciting restaurants and lounges thatare stylishly designed contemporary in ambience and serveinnovative cuisine and beverages. All restaurants feature innovativeshow kitchen and allow for an interactive dining experience.

CARAWAY Caraway- offers the authenticity of Indian cuisine especially the kebabsinnovatively prepared and presented through three open Tandoors inside therestaurant which allows guest to experience the rich flavored aromas of thisdistinct North Indian style of cooking. Located directly off the lobby it has 102covers and open between 12-3 pm and 7pm – 12 midnight

CRYSTAL LOUNGE

Crystal Lounge - Located in the lobby of the hotel with a panoramic view of cascading waters in the backdrop and live piano music playing, the CrystalLounge is a perfect venue for an invigorating breakfast, high tea or evencocktails at a later hour. It is ideal for guest to relax, the lounge provides livepiano music for entertainment and serves exciting cocktails and Indiansavories.

t t t



Adjacent to the main reception area, crystal lounge has a seating capacity for 74 persons. Operating 9am- 11 pm, it is the perfect place for the guest tounwind or meet other people. Guest can enjoy a wide selection of beverage.Tea amidst a magnificent surrounding with spectacular view of the lobby

atrium and a cascading water feature pianist is in attendance during evening.

G-BAR

G Bar - One of the newest additions to the city’s bar scene, G Bar with itscontemporary décor, inviting ambiance, eclectic music, along with anextensive selection of drinks and tapas menu- with an array of deliciousappetizers and snacks, is the place to relax and unwind.

Located in the main lobby of the hotel ,this bar offer a superb selection of whiskey with single malt beingits signature item. Classic cocktails, alcoholicand non alcoholic beverages,local and imported beers and wines and preiumselection of cigar are also available. This contemporary designed bar haveseating capacity of 3 people. Operating hours 12noon to midnight. And has 71covers.

CASCADE

Cascades – The 3 Cuisine restaurants serves a selection of mouth-watering Continental, Indian and Pan Asian delights. The total seating capacityof 174 and operates for 24 hrs.

WOK TOK

Wok Tok- the pulsating , energetic and exhilarating eatery that gives thedirect impression of being in the centre of the culinary excitement of thesteaming ,frying and tossing of the freshest ingredients and pan Asiancuisine(61covers).

u u u



BANQUETS

Banquets are special functions organized for professional, social or stateoccasions. Banqueting is the service for these functions and is different fromthe usual service offered in restaurants. Normally such functions are organizedwhen the numbers of people involved are fifteen or more. The types of functions normally are:

ProfessionalLuncheons Company, Clubs.

Conferences National or international, Seminars, Training Courses.Meetings Board Meetings, Press, Professional Associates, Dealers.

Exhibitions Painting, Sculpture, Fabric, Books, Sales, etc.

SocialDinners Old Boys Association, Company annual days.

Wedding receptionsCocktail parties

Fashion showsRecitals

v v v



Coffee partiesBalls

State Dinners

Intra-Government and Inter-governmentparties for Heads of States.

National Days.

In the set-up the Banquet Manager is over0all in-charge of administration,dealing with guests and coordinating all arrangements. The supervisor co-ordinates the implementation of function arrangements and controls staff joballocation. The Waiters and Assistant Waiters make the actual arrangementsand do the service. The banquet departments normally have a skeleton staff

and employ casual staff for functions. The banquet representative prepares asales kit of brochures. The representative is often present in functions toensure that guests are satisfied with the arrangements. The secretary handlesall correspondence and filing and often takes bookings on the phone.

With 30,000 square feet of versatile meeting and banquet space, the GrandBallroom is one of the largest pillars less banqueting facilities in the city, a

much sought after destination for all kinds of Incentive, Social andCorporateevents.

Equipped with all modern business and communication facilities, The GrandBallroom can host a diverse range of functions from corporate events, productlaunches to gala celebrations for up to 800 people. A foyer area completes this

experience offering guests a wide range of culinary stations to indulge their taste buds. A picturesque outdoor terrace adjoining The Grand Ballroom with a

capacity to accommodate 2000 guests is an ideal venue to host a grandcelebration, receptions or weddings with an outdoor flair.

To accommodate small conferences and meetings, the hotel offers 2 BoardRooms, 3 Conference rooms and the ballroom which can be further divided

into five sections. Our team of professional staff ensures the highest quality of service excellence to create a memorable event.

The Grand Ballroom has a separate grand entrance for easy and direct accessinto the ballroom and ample car parking facilities enhance the expediency for

all invited guests.

w w w



The GRAND

SPA OASIS

Spa Oasis at The Grand invites guests to indulge in a number of pamperingtreatments designed to relax and rejuvenate. Imagine being suspended inpure tranquility at our spa, where muscle tension and the mind's concernssimply melt away to a languid, blissful state.

Whether a weary business executive in need of stress relief or a leisuretraveler wishing to enhance their holiday experience, the magnificentlysituated Spa Oasis is a welcome and restful retreat.

Spread over an area of 13,000 square feet, it is equipped with eight spacioustreatment rooms and takes pride in offering a holistic treatment facility. SpaOasis also includes the Beauty Salon, Gymnasium, Swimming pool andJacuzzi.BODY TREATMENTS

Re-energize and renew both mind &body with variety of treatment that detoxifyand hydrate.

• Ayurvedic therapies

• Massage therapies

x x x



• Body scrubs

• Body wraps

FITNESS

Utilizing advance scientific knowledge and clinically proven methods of assessment, you will achieve, a state of physical and mental balance. Highlyqualified practitioner to interpret your results and work with you to create apersonalized program to help discover. A Grand new you.

Our state of art fitness studio offers:

• 15 cardio vascular station

• 14 strength training station

•

Comprehensive free weight• Fitness evaluation and personal training.

BEAUTY

An array of beauty treatment focus on cleaning and nourishing, leaving your skin soft smooth and revitalized.

• Facials

•Hair dressing

• Waxing

• Foot care

WELLNESS

Enjoy the wonder of correct breathing, techniques ,stretching .these and manymore activities will revive you. Nutrition planning at spa oasis is designed tohelp you live a happier and fulfilling life.

•

YOGA• RELAXTION

• MEDITATION

• TAI CHI

• REIKI

VITALITY Indoors, enjoy the sauna, steam room. Outdoor adult and kiddiesswimming pool, turf tennis courts and power walking on jogging track

y y y



ConclusionNeedless to say that this experience was a highly enriching

and educative one as I went on form one department to

another and met and got the opportunity to train under

several highly respected senior professionals. I learnt that

every individual is different and that everyone hassomething unique to offer.

I learnt that job has its nuances and its value and that no

job is superior to the other. I learnt that on needs to

constantly improve and improvise……..as a budding

professional and as a human being. I will always look back

at the time spent here with fondness and with pride.

This is all about my project based on research. I have gone

through several journals, magazines and project reports.

A special thanks to the Grand website and staff.

the grand hotel new delhi

Documents