TRAINING REPORT

ON
Radisson blue rudrapur
BY
Yashkumar
Bachelor of Hotel Management (KU)

Submitted To Submitted By:

Training & Placement cell Yash kumar

Faculty of Hospitality Management BHMKU

Roll No. - 210945260081

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 Academic Year
2022-2024

DECLARATION

I,yashkumarStudent of Amrapali Group Of

Institute hereby declare that i have completed my
training report on “ Radisson blue rudrapur ” in
academic year 2022-2024

The information submitted is true and original to

the best of my knowledge

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Page 3 of 56
 ACKNOWLEDGEMENT
With a deep Sense Of Satisfaction and Gratitude to the Training
ManagerAnubhavesen And all the Heads of Departments along with
the staff members of Radisson blue rudrapur .

I wish to place on record that the Training was imparted in highly

comfortable and true atmosphere to the reputation of radisson blue
rudrapur, has been of immurse value to me which will help me to put
into practice all that I have learnt to sharpen my skills and develop
my personality It is because of the Adrent and consistent efforts I
was able to imbify and which was not possible in a short period of
time . The training has develop me inaculate right kind of skills ,
knowledge and attitude to make a career as a succesful Hotelier.

My whole training period was wonderful learning experience. I got

to deal with skilled and experienced staff members who were very
supportive both in getting the work done and providing
information .Working with experienced staff has helped me a lot in
learning how to get the maximum work done in short period of time.
Working with them even made me value manpower and time.My
hole training period has made me more confident about my
communication skills as I was in constant contact with the guest ,
seniors and other staff members.This training has made see the
Hotel Industry in its true light. It has made me reaalize that Hotel
Industry is much more than just fun &pleasure; it’s a lot of hard
work.Once again I would like to thank all the people who gave me an
opportunity to feel the Hotel Industry so closely and even those who
helped me through my whole training period

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 INDEX

Sno. Particular Page

number
1 Training Certificate 4
2 Acknowledgement 5
3 Introduction 7
4 Brands & history of Organization 8
5 Schedule of IET: Front Office 12
6 Schedule of IET: Housekeeping 20
7 Schedule of IET: Food and Beverage 52
8 Conclusion –Summary of entire Training 57
with appropriate learning adopted.

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 INTRODUCTION OF Radisson blue rudrapur

Radisson blue rudrapuris an enthralling, contemporary modern five

star hotel located in the heart of the rudrapur. It has an easy
accessibility to the most popular manufacturing and warehousing
facilities like Honda, Maruti, Minda, Mitsubishi Electric, Amazon,
Flipkart, Myntra and is in close proximity to Southern Periphery
Road and NanitalHighway .

With 263 tastefully designed rooms and suites, each room is

elegantly designed with sophistication and elegant furnishings. Our
rooms and suites have a beautiful cityscape and Aravalli view that
makes your stay perfect.

Savour the delicacies of kumaunAll Day Dining rooftop restaurant

with panoramic views. The restaurant serves buffet dining and an A
la carte menu experience with Indian, Asian and Western delicacies.
Attached is the Viva- Bar which is perfect place to create memorable
experience. We offer 12000 Sq. ft. of exclusive banqueting space
which can accommodate up to 350 guests for social and corporate
parties. The versatile venue can be divided into small meeting rooms
depending upon the requirement. Relax yourself with your family at
our rooftop outdoor pool and an invigorating fitness centre to
rejuvenate yourself.

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 HISTORY OF Radisson blue
Radisson Blu is an international chain of hotels operated by Radisso hotel With roots
dating back to the 1960s, the Radisson Blu brand name came into existence in 2009
with a rebranding from Radisson SAS. Its hotels are found in major cities, key airport
gateways and leisure destinations.

Radisson

DETAILS OF THE HOTEL

Radisson Bluhotel rudrapur

Location : plot no .A, NH 87, sector llErudrapur

 Managed By : Radisson Hotel
 Major Attraction : Business Facilities, Restaurant, VIVA Lounge and a Bar

Hotel Information :

Check-in and Check-out

 Check-in : 12:00pm
 Check-out :12:00pm

Hotel Highlights

 Situated on bigbazar mall

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  The Restaurant have 180 degree view
 Easy connection to and Domestic airport

Property Information

 5floors, 124 rooms

 1 meeting room
 2 banquet halls

Services

Complimentary Service

 Buffet Breakfast
 Coffee/tea in room
 Shoesshine

Business services

 Copy service
 Fax service
 Full service business center
 Message service
 Network/internet printing
 Seeretarial service

Guest Services

 Babysitting
 Concierge desk
 Evening turndown service
 Foreign exchange

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  Grocery shopping service
 Housekeepingservice daily
 Newspaper in lobby
 Room service 24 hours
 Safe deposit service

FACT FILE
Rate As : 5 Star Deluxe

Rooms : 124rooms

In Room Facilities : Air Conditioning ,Coffee Maker, CableConnected Televisions,

Refrigerator, Trouser Press ,Hair Dryer, Mini Bar, Safe, Individual Climate Control, Iron and

Ironing Board

Hotel Amenities : Babysitting, , Concierge Desk, Evening Turn Down Service, Foreign

Exchange, Grocery Shopping Service, Housekeeping Service Daily, ,Newspaper Delivered

to Room ,Newspaper in Lobby,24 Hours Room Service, Safe Deposit Boxes, Front Desk.

Recreational Facilities : Swimming Pool, Fitness Equipments.

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Eating Restaurants :kumawnall day dinning restaurant , Lunch and Dinner Along with

Confectionary Items.180 Degree View Restaurant –For Breakfast, lunch and Dinner.

Continental and Indian Cuisines.NawabSahebs- Authentic Regional Indian Kebabs

Must Try : Enjoying Internationally Reputed Drinks and Mediterranean Food at the bear

Inside the Hotel

Conference Facility : 1 Meeting Room

FRONT OFFICE

INTRODUCTION

Front office deals in accommodating guest in the hotel and is a very

important department. It is an essential because it deals with the
allocation of room, which is a major income of hotel. The way in which a
receptionist deals with the guest has d direct impact on the guest. Front
Office is one department, which deals with guest directly. A receptionist,
with his salesmanship can induce the guest to stay at the hotel and in
this way it increases the revenue the of the hotel.

The person at the reception carries the perpetuation of the hotel with
him. They take down the Check INS of the guests and groups. They
hand over the keys to the guest too. The first thing done by an assistant
is to check whether the guest has a reservation or not. In case he is not
shown any reservation and the guest is a walk in then the guest can be
straight away refused in case he is suspected of any untoward thing.

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Incase the guest has a booking then a registration card is given to him to
fill up board.sThe require details. (the card attached along with the page
for everyy detail0. Then the guest is handed over the key to his room,
which the assistant checks on his room, which the assistant checks on
his computer and allots

The bellboy then leads the guest away to his room. Then the assistant
enters the details of the card into his computer. An identification number
is given to the guest who is written down on the registration card. Then
the rate is checked in the computer and after everything is ascertained
then the entry is made in the guest arrival register.

‘First Impression is the last impression .’ The first department with guest
comes in contact. Front office department is just one of the department,
working towards the satisfaction of the guest. For a hotel ‘Room Sold
Revenue’. Room are the major operating revenue producing department.
It coves 80-85% of hotel revenue & does not need investment
frequently.

INTERDEPARTMENTAL CO-ORDINATION

HOUSEKEEPING : Both Front office and Housekeeping are concerned

with rooms. The form with letting the rooms & latter with preparation
of room. For this is to be done efficiently there must be constantly
exchange of information between the two department. The
housekeeping informs the front office about the occupancy thrice a day.
It also inform about room change being done out of order rooms, rooms
taken for re-decoration. Which helps in smooth functioning of Front office
an also sale of room without delay.

Security : Co-operation here is mainly concerned with prevention of fire

theft and safe keeping the property.

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 Telephone : Reception and information assistant after receiving any
request for wake up call, pass is on to telephone operator department
keeps the Front Office posted with the information regarding any STD,
ISD or personal calls made by the guests of various rooms so that the
Front office cashier can do the posting the guest general accounts.

Accounts : There is a close co-operation between Front Office cashier

and lobby staff. The receptionist informs cashier about walk-in or scanty
baggage and ask him to take an imprint of credit card of cash in
advance. Bell caption fells cashier about our so the he can prepare the
bill for presentation.

Sales : Sales &; Front Office department co-ordinate on management

level in improving the rooms sale on lean occupancy days. Sales
department sets the rates corporate companies that are corporate and
the meal plan rates, which is sent to the reservations.

Other F &; B outlet : Front office sends information to different F &

B outlet about the group arrival in advance. So, that they can prepare
themselves in advance

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 HIERARCHY
(FRONT OFFICE DEPARTMENT)

Front Office Manager

Asst Front Office Manager

Duty Manager

Cashier Front

Office Assistant

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 Trainee

MANAGER :
1. He is responsible for the functioning of this department .
2. He checks staff attendance, duty roster & sanction leaves .
3. He handles staff disputes.
4. He deals with guest complaints.
5. He sets, maintains the hotel standard &; operating procedures.
6. VVIPS & VIPS are treated as per his specifications.
7. Introduction of new systems viz. The instant reservation system needs
his consent. He grooms staff in this aspect.

DUTY MANAGER
1. Present all the time in his desk.
2. This manager is more concerned with the rapport with the guest than
any actual paper work as the Front office manager
3. At night Duty Manager looks over the functioning of the department.

SPECIFIC RESPONSIBILITIES

4. Meeting all the guests on arrival and departure.

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5. Ensure that room blocking are done on time and information disbursed to
relevant departments
6. Implementation on the VIP check in procedure STARGATE.
7. Proactive to arrangement for large block/VIP movements in terms of
transportation, baggage movement, staff.
8. Ensure smooth group checks in co ordination with the Group
Coordinator.
9. Double checking car pick ups for all VIP guest

RECEPTION

The reception operates 24x7. All the shifts besides handling Check
INS,registrations& inquiries are required to do certain tasks as
listed below:- Morning Shift (07.00hrs-16.00hrs; 09.00hrs-1800hrs)

1. Check for the house position for the & expect house position.

2. Check for expected arrival (EAL), crew and group movement.

3. The EAL breakup is done on the basis of type of check-in & time
wise i.e. at theinterval of 2hours starting from 0700hrs.

4. Take handover. Check the complaint register, log bookand fax file.

5. Check the mail on hold file. Print a vacant room report & update
it.

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6. Room to be blocked as per prior request in liaison with Guest
Relation Executive& housekeeping.

7. Rooms for crew to be blocked and announced to housekeeping.8.

Maintain a copy of the functions of the day list. Housekeeping
discrepancy to becompleted within 30minutes of its receipt.

8. Check on any follow up with reservation. Print rate info report &
verify rates.

9. Registration card to be tallied with EAL &; any missing registration

card to beprinted.

10. Complete handover book, log book & prepare the morning
handover checklist.Distribution of crew sheet if any to be done.

11. Registration card to be tallied with EAL & any missing

registration card to beprinted.

12. Complete handover book, log book; prepare the morning handover
checklist.Distribution of crew sheet if any to be done

RECEPTION CHECKLIST:

1. The main functions of the information dept are to :-

2. Maintain guest alphabetical rack.

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3. Receive messages for guest on telephone or in person.

4. Handle guest room keys.

5. Handle paging.

6. Handle guest mail / package / cables/ telegram.

7. Handle guest registered / insured mail.

8. Provide information to guest.

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GUEST SATISFACTION SYSTEM

STANDARD 1 – EVERY TIME YOU SEE A GUEST SMILE & OFFER

AN APPROPRIATE HOSPITALITY COMMENT.

WHAT’S MOST IMPORTANT IN GREETING THE GUEST?

SMILE, MAKE EYE CONTACT.

OFFER AN APPROPRIATE HOSPITALITY COMMENT.

USE THE GUEST NAME IF YOU KNOW IT, OR OTHER TITLE OF

RESPECT.

STANDARD 2 – SPEAK TO EVERY GUEST IN A FRIENDLY,

ENTHUSIASTIC AND COURTEOUS TONE AND MANNER.

THE THREE WAYS TO COMMUNICATE.

WHAT WE SAY – THE WORDS WE SPEAK.

HOW WE SAY IT – OUR TONE OF VOICE.

BODY LANGUAGE – WHAT WE DO WITHOUT WORDS.

HOLLYWOOD PREMIERE.

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 HOUSEKEEPING
Housekeeping as the name suggests “the keeping of the house” and includes

all those factors which all lead to the comfort, cleanliness and service of the

people occupying that particular house. Its entry into the business world has

given it different Names like hotel, resort, dormitory, etc. which play an

important role in our national economy. Often called the hospitality industry, it

is totally devoted to the comfort and welfare of the guest and strive to serve

them well. Guest satisfaction is the primary objective.

“Perhaps it should be guest enthusiasm, for in today’s world, just satisfaction

may not be enough. The main objective of the house keeping is to improve and

maintain the sale appeal of the room by making the guest feel happy and

relaxed. This feeling of course is created by providing surrounding that is clean,

comfortable, attractive and safe.

AREAS UNDER HOUSE KEEPING

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 1. Rooms & Floors

2. Housekeeping Desk

3. Linen/Uniform Room

4. Public Area

5. Laundry

SHIFT TIMINGS

 0730 HRS – 1630 HRS: MORNING SHIFT

 1330 HRS – 2130 HRS: AFTERNOON SHIFT

 2130 HRS – 0730 HRS: NIGHT SHIFT

The employee first reports to the House Keeping desk and then goes to their

respective supervisor. Their attendance is recorded at the desk.

POLICIES AND PROCEDURE

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ROOM CLEANING:

The procedure for the daily cleaning of any room depends upon its status

which determines the time to be given to it.

CHECKOUT / DEPARTURE ROOMS

A check out room is the room from which the guest has departed. This room

has to go through cleaning. It generally takes 20-30 minutes to clean a

departure room.

1. Knock and enter

2. Draw curtains

3. Remove b/f tray & put near the service lift

4. Remove soiled linen from room and toilet and put in the trolley

5. Remove trash from room and toilet and put in the trolley

6. Prepare the bed

7. Clean the toilets and mop dry

8. Check the light and accessories

9. Dust the room

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 10.Refurnish the stationery

11.Vacuum clean from inside towards outside

12.Arrange the furniture

13.Replace used mineral water bottle with new bottle

14.Look around for anything missing in the room, finally

15.Close the curtains before leaving the room.

BATHROOM CLEANING

1. Clean with brush & soap, rinse and wipe.

2. Clean water closet

3. Put sanitizer in it and leave for 15 min.

4. Pedestal/seat cover clean with brush and detergent, rinse and dry

5. Clean the bath tub ,wall sides with brush and detergent, rinse and dry

6. Check the shower curtains, if dirty should be changed with

7. fresh, otherwise, damp wipe

8. Clean floor with wet cloth

9. Check light accessories and replace supplies

10.Check the working of hair drier and optical mirror

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 11.Close the door and report to the floor supervisor

STAY OVER ROOM

A stay over room is a room in which the guest is staying. It is also called an

occupied room. It generally takes room attendant 10-15 mints to clean the

room.

CLEANING PROCEDURE IN THE ROOM

1. Curtains drawn

2. Dustbin emptied in the garbage bag.

3. Guest item if any is re arranged.

4. Renew supplies

5. Clean under the belongings

6. Make the bed

7. Dust the room interiors

8. Vacuum clean the carpet.

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9. Replace the used mineral water bottle with new

10. Look around for the final cleaning of the room

11. Draw the curtains back before leaving the room.

CLEANING PROCEDURE IN THE BATH ROOM

1. Move soiled linen.

2. Clean basin with a damp cloth and dry them

3. Damp wipe the bathtub walls and dry them

4. Renew supplies

5. Check the shower curtain, if dirty replace

6. Check lights and accessories

7. Damp wipe the floor and dry it.

Note: If a guest is staying for a long time then thorough cleaning has to be

done.

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VACANT ROOMS

A vacant room in which no guest is staying and has previously gone under

cleaning process. It takes around 5 to 10 minutes for a room attendant to clean

this room.

CLEANING PROCEDURE IN THE ROOM & BATHROOM

1. Curtains drawn

2. Dusting of the room

3. Accessories of the room are checked

4. Carpet should be vacuumed

5. Toilet has to flushed

6. Floor bath, vanitary unit rinsed and dried

IF A ROOM REMAINS VACANT THE NEXT DAY, IN THE MORNING FOLLOWING

PROCEDURE IS CARRIED OUT:

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1. Bedside lamp put off.

2. B/f card removed and kept on the bedside table.

3. Bed turned back, covered with the bedspread.

CLEANING PROCEDURE

1. Draw the curtains back

2. Bed spread removed, folded and kept in the wardrobe

3. Bed turned down.

4. Night attire kept on the chair.

5. Night sleepers kept besides the bed.

6. The good night chocolates kept on the bed side table

7. The b/f card kept on the pillow.

8. Mineral water bottle if used replaced with new.

9. If carpet is dirty, it is vacuumed.

10. Used towel is removed with new.

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11. Dustbin and sanibins are emptied.

12. If the toilet is dirty it is cleaned.

13. Bath mat kept near the bathtub on the floor.

SPRING CLEANING

This is done when major plumbing, electrical or décor changes are to be done,

periodical cleaning of a tough nature is to be carried out if the rooms are to

retain their appeal. Even well kept rooms begin to show signs of wear and tear

unless redone occasionally.

Usually a couple of rooms are taken off. In a long run it is cheaper as each stock

of spring cleaning is carried out in all the rooms simultaneously. This cuts down

the necessities of bringing in different equipments and workers at one time.

A definite procedure is to be followed for spring cleaning the room.

The room to be prepared, the fittings and furnishing is removed

The cleaning process is carried out with prior information to the concerned

department

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Refitting the room i.e. restoring the required standard of luxuries in the room

GENERAL PROCEDURE OF SPRING CLEANING OF THE ROOM

1. Inform the reception & lobby manager

2. Remove linen and soft furnishing

3. Remove accessories and other accessories.

4. Store with sufficient protection against damages

5. Remove furniture, send for repair and polishing if necessary.

6. Remove carpet and cover permanent fixture to protect during cleaning.

7. Painting and thorough cleaning of the room is carried out.

8. Dustsheets are removed and carpet shampooing is done.

9. Furniture is brought back and relayed according to décor.

10.Soft furnishing are placed in position

11.Fresh supplies are placed in the room.

12.General dusting is done.

13.Room is vacuumed cleaned.

14.Room is inspected by floor supervisor and cleared.

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GENERAL PROCEDURE OF SPRING CLEANING-BATH ROOM

1. All the linen and accessories are removed

2. The bathroom walls are brushed with soap

& water then dried with the clean cloth

3. The vanitary unit is cleaned with the sanitizer.

4. Shower curtains are replaced.

5. All the accessories & linen are kept back.

6. The floor is washed and dried.

BED MAKING

Bed making is one of the jobs done by the room attendant while cleaning the

room. It generally takes 3-4 minutes to prepare the bed. The requirements for

preparing the bed are:

1. Three bed sheets.

2. One duvet

3. Four pillow cases

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4. One bed spread

5. Four cushions

THE PROCEDURE IS AS FOLLOWS:

1. Stripping of bed and pillows.

2. Loading of dirty linen in maid’s trolley

3. Laying of the 1st bed sheet and tucking from sides leaving as it is from the

bottom

4. Laying the 2nd bed sheet upside down so that the guest has the softer side

inside

5. Placing the blanket on the top of the 2nd sheet

6. Laying the 3rd sheet on the blanket

7. Folding from the top up to 6 inches and tucking the two sheets and blanket

8. Tucking in from the bottom

9. Mitering the sheet from both the left and right bottom side & tucking the

sheet inside

10.Putting firmly any loose sheets

11.Slipping the pillows in new pillow cases

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12.Laying the bed spread and tucking between two pillows on

either sides

13.Checking for any final wrinkles

DURING THE NIGHT SERVICE, FOLLOWING THINGS ARE

DONE:

 Switching on the bed side lamp

 Folding the bed spread and keeping in the wardrobe

 Pulling out the tucked sheet and making a right degree angle fold from

the top

 Folding from the bottom and tucking in the sides

 Placing the b/f card on the pillow

THE SUPPLIES KEPT IN THE BATHROOM ARE:

1. Disposable bag and waste bin

2. Four face towels

3. Hand towels

4. Bath towels

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 5. Shower cap

6. Shaving kit

7. Tooth brush and paste

8. Comb

9. Hair dryer

SUPPLIES IN THE ROOM:

THE SUPPLIES KEPT IN THE ROOMS ARE:

i. Laundry folder with:

2 dry cleaning slips

2 laundry slips

2 pressing slips

ii. 3 laundry bags

iii. Shopping bag

iv. Shoe holder

v. Writing folder:

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3 envelopes

3 writing sheets

3 fax sheets

3 postcards

1 house rule sheet

Pen

vi. Business kit

vii. Bhaghvad Gita/ bible

viii. Calendar

ix. Telephone directory / hotel directory

x. Magazines

xi. Ashtrays and matchbox

xii. Writing pad and pencil

xiii. Room service menu card

VIP SUPPLIES IN ITC- ONE:

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 1. Moulton Brown Shampoo

2. Moulton Brown Mouthwash

3. Moulton Brown Moisturizer

4. Moulton Brown Bubble Wash

5. Moulton Brown Soap

6. Face Tissues

7. Shoe Shine

8. Comb

9. Shower Cap

10.Medical kit

11.Hair Dryer

ADDITIONAL SUPPLIES IN EC & TOWERS ROOMS:

BATHROOM:

1. Bubble Bath

2. Talcum Powder

3. Moisturizer

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 4. Shampoo

5. Comb

6. Medikit

7. Shaving Kit

8. Toothbrush And Paste

9. Hair Dryer

ADDITIONAL SUPPLIES IN SUITES

1. Marvel Soap

2. Pears Soap

3. Bubble Bath

4. Mouth Wash

5. Deep Cleanser

6. Shaving Kit

7. Hair Dryer

EXECUTIVE OFFICES:

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 1. Cleaning of all sub depts.

2. Dusting of chairs and table

3. Dusting of all the interiors

4. Carpet hooving

5. Polishing of any brass or silver item

6. Polishing of wood work

7. Collection of trash

OTHER OFFICES:

1. Emptying of dustbin

2. Wiping of chairs and table

3. Vacuum cleaning

4. Polishing of any brass item

MAINTENANCE REQUESTS

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Maintenance requests are sent by guest, room attendant, houseman, general

workers, and supervisor.

The desk supervisor first writes it down in maintenance register. The

maintenance register is always prepared in triplicate.

If a guest sends the request it is prepared in ‘red form’. This apprises the

maintenance department that this request needs urgent service.

If the request is sent by the room attendant while he is cleaning the occupied

room then the complaint is forwarded through telephone to the engineering

department as well as the request is made on a ‘white form’.

If the request is made by the room attendant from vacant room then it is

prepared on ‘yellow form’. This form is extra slow and is dealt last.

Two copies of these are turned off and kept aside. The houseman delivers

these forms to the maintenance department, where the person at the

housekeeping desk attests them and returns. The maintenance department

keeps a copy and the other one is displayed on the maintenance board in the

housekeeping department according to the floors.

Usually the maintenance request is divided into:

A. Plumbing B. Electrical

C. Carpentry D. TV/Cable Tuning

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E. General and nature of the request is entered in the form.

INSPECTING A ROOM:

Inspection of the room is done by the floor supervisors. The floor supervisors

inspect the room only when the room attendant hands the room status report

to the floor supervisor. It is the duty of the floor supervisor to go to the room,

do a thorough inspection of the room and give the status of the room to the

desk supervisor and in case of vacant rooms inform both the housekeeping

desk and front office.

THE PROCEDURE FOLLOWED BY THE FLOOR SUPERVISOR TO INSPECT THE

ROOM IS AS FOLLOWS:

1. Knock and enter the room.

2. Check the cat eye

3. Check the surface of the doors

4. Check the safety chain

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 5. Check all the lights, lamps are working

6. Check for supplies

7. Check the mini bar as well as water supply in the room

8. Check all the electrical items like TV, CD player tea/coffee maker etc.

9. Check the bed

10.Check the telephone lines are working

11.Check behind the curtains for any trash

12.Check the carpet

13.Check the dustbins

14.Check for any repair or maintenance left unchecked

INSPECTING THE BATHROOM:

1. Check if the lights are working

2. Check if the hairdryer and switches are working

3. Check for supplies

4. Check if the entire VU and the floor is dry and clean

5. Check the mirror

6. Check if the seat pedestal of WC is clean

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 7. Check if the flush is working

8. Check the cleanliness and dryness of the bathroom

9. Check the stopper of the bathtub as well as the shower curtain

10.Close the door and step out

After completing the inspection thoroughly, the floor supervisor makes a note

of it in his inspection book and departs from the room.

HOUSEKEEPING DESK

This is the nerve center of the entire housekeeping department and its

efficiency determines the smooth operation and effectiveness of the

department. It is the dissemination of the information and communication to

various points in the housekeeping.

LOCATION:

Adjacent to the executive housekeeper’s office. This is managed round-the-

clock in three shifts by the desk supervisor.

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FUNCTIONS:

1. It is the desk attendant who gets information about the No. Of departure

rooms from the front office and this information is forwarded to the

appropriate floor so that the rooms can be made ready. Once the room is

ready and cleared, the same is intimated to the desk supervisor by the floor

supervisor. The desk supervisor then intimates the reception of the same.

2. It is the desk attendant who receives all the guest requests,

complaints etc

3. All the special room supplies are collected by the houseman from

the housekeeping desk

THE HK DESK ALSO RECEIVES OTHER INFORMATION LIKE:

VIPs in house, group in house, crew in house, special flower arrangements in

the room etc.

LOST AND FOUND PROCEDURE:

THIS REFERS TO THOSE ARTICLES LEFT OR LOST BY THE GUEST IN THE HOTEL:

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The finder immediately reports to the housekeeping desk

A lost and found slip is made in duplicate indicating date, room No. & name of

the guest.

The final copy is attached to the article and stored

The duplicate copy is kept in lost & found register, in which the details are

recorded, including the description of the article.

A reminder or notice of the same is sent to the guest, duly signed by the Exec

Housekeeper

If the guest returns to claim it, he would have to furnish the details of the

article and also sign for the same in the register

If the article is to be mailed to the guest, the same is done by registered post

with charges known to the guest.

In case the guest sends some one else to collect the article, then the person

should have an authority letter, which is attached to the register

If the guest has not claimed, in spite of the reminders, the article is kept for a

specified period of 3 months

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IN SUCH A CASE THE FOLLOWING IS DONE:

First the article is classified as perishable, valuable & non valuable. The

perishable is handed over to the finder after 24 hrs. The non valuable are kept

for a period of 3 months and then handed over to the finder. The valuables are

kept for a period of at least 6 months to an year. But in the actual practice we

come across valuables which have been kept for more than a year and are then

auctioned to the staff by the permission of the HRD.

COORDINATION WITH THE ENGINEERING DEPT

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All maintenance requirements in the guest rooms are intimated by the

supervisor to the desk, where they are registered.

The desk attendant puts the information in the maintenance register with the

room No. And the complaint No. & the nature of the complaint.

The desk attendant then makes the maintenance work order, enters in the

maintenance register forwards it to the engineering department.

When the work is completed the room attendant signs the acknowledgement

of completion of the work order.

KEY CONTROL

Different keys are issued to the HK staff according to their job and

responsibility, from the housekeeping desk. Keys are issued at the beginning of

the shift. The concerned person is required to sign the key register on receiving

the key and while returning the key at the end of the shift, again signing in the

register. The keys are kept area wise systematically.

THE DIFFERENT KEYS ARE:

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SUB MASTER KEY: These are issued to the room attendants to open the room

of that specific floor.

FLOOR MASTER KEY: These are issued to the floor supervisor to open rooms

that are not double locked. A supervisor may hold keys for one or more floors.

GENERAL MASTER KEY: These are issued to the assistant housekeeper. It can

open any room on any floor provided they are not double locked.

GRAND MASTER KEY: Held by the exec. Housekeeper and can open any room

on any floor whether single or double locked.

SPECIAL GUEST REQUEST

Apart from the regular facilities and supplies provided in the rooms,

Sometimes the guest asks for additional extra items like:

 An extra blanket

 An extra bathrobe

 Additional supplies

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Extra bed which is shown as r/a (roll away bed). The guest is charged for it – Rs.

1000/- (or 40$ )

Hardboard

Special services such as stitching, dog kennel, baby sitting etc.

Items like iron, iron board, hot water bottles etc. Can also be provided to the

guest on request.

REGISTERS MAINTAINED IN THEHK- DEPARTMENT

1. Register for guest messages, special messages etc.

2. Duty roaster register

3. Key register

4. Memo book- outstanding maintenance register

5. Maintenance register

6. Guest comment register

7. Departure intimation register

8. Log book

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 9. Lost and found register

10.Grooming register

11.Lost and found disposal register

FLOORS

On each floor is a room pantry, where the linen and guest supplies are stored

by the houseman who is the in charge of the floor pantry. It is situated in the

service area, opposite the service elevators. Every floor is divided into four

wings:

NORTH

SOUTH

EAST

WEST

FLOOR PANTRY EQUIPEMENTS

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Cupboard: All the guest supplies are stored like soap, tissues, shaving kit etc.

Shelves: For guest linen like towels, bath mats etc.

Closet: For cleaning material

Mattress, blankets, pillows etc

Roll away beds

FACILITIES IN THE ROOM:

HANGERS, COAT HANGERS

GUEST SUPPLIES:

ON WRITING TABLE:

FOLDER WITH WRITING SHEETS, ENVELOPES, FASCIMILE, POSTCARD, HOUSE

RULES.

BUSINESS KIT, SCRIBBLING PAD, MESSAGE PAD, PEN.

TELEPHONE & HOTEL DIRECTORY

IN BATHROOM:

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1 bath sheet

2 bath towel

2 hand towel

4 face towel

2 bath mat

Shampoo, foam bath, mouth freshener, moisturizer, talcum powder, shoe

shine, medical kit, shower cap, comb, tooth brush & paste, face tissues.

OTHERS:

LAUNDRY BAG

SHOPPIN BAG

LAUNDRY CARD CONTAINING 3 LAUNDRY, 3 PRESSING AND 3 DRYCLEANING

SLIPS.

PROCEDURE FOR REQUISITION OF FRESH LINEN

Soiled linen disposed in the trolley is collected by the houseman and stored in

the housekeeping pantry

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The house man classify and count the linen

Entry is made in the linen control book in duplicate

The soiled linen is disposed off in the laundry

In turn fresh linen is issued by the linen room attendant against the linen

control sheet and the amount of linen mentioned in it.

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 Food & Beverage Service

INTRODUCTION

Along with the quality of food prepared by the kitchen, the quality of
service by which that very food is served, is all is equal. The above
quality also gives a certain type of class to any food service outlet,
and also adds to the ambience.

A guest who comes to the food outlet, expects good service and this
means he expects courtesy, promptness and the attitude of the
service staff that would make him feel as if at home and comfortable.
Thus it is now imperative that the service department also plays a
very important role in providing a certain quality of food being
served as well to the outlet it is often said, that the stewards act as a
salesman of the hotel and it is very true.

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STAFF ORGANISATION

MANAGERS

HOSTESS

SR.CAPTAIN

JR.CAPTAIN

SR. STEWARD

STEWARD

ASST. STEWARD

APPRENTICE

TRAINEES

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 Kumaun All Day Dining

he hotel features an all-day dining restaurant, offering the best

of the world cuisine, a lounge & bar & a contemporary Italian

Restaurant. As per the government guidelines, outlets operate

following safety and hygiene protocols.

Well known for dining concepts, kumaunis a haven for food

connoisseurs. With soothing interiors and contemporary setting,

kumawn has a plethora of Indian delicacies and international

selections to offer. The large windowpanes add life to the

restaurant during the day and the dramatic lighting makes it the

ultimate place to dine in the evening. The global cuisine

philosophy and a show kitchen add to the charm of the

restaurant. Open throughout the day, serving breakfast, lunch,

high tea and dinner.

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Kumaunis located on the fb floor, serves buffet dining and an

a la carte menu experience also. Attached is k2 Bar and

Lounge to enjoy the evenings. We are offering in-room dining

for in-house guests for breakfast and other meal

requirements.

Kids ages 12 and under stay for free when sharing their

parents’ room. Up to 2 kids ages 12 and under eat free per

adult ordering from the main menu in any Radisson blue ® on-

site restaurant. Up to 4 kids per dining party.

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 “There is nothing like starting the day with a healthy and
filling breakfast meal and a beautiful view from kumawn”

Lunch:

Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday : 12:00 PM-3:00

PM

Dinner:

Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday : 6:00 PM-12:00

PM

Location: Lobby LevelHours: 12:00 PM-3:00 PM

6:00 PM-12:00 AM

Serves: Lunch, Dinner

Phone: 91-11-42222000(628)

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 CONCLUSION

When I first began my Industrial Training but went by ever so quickly and have
left me craving for much more. I would have to say that it is an absolutely
fabulous part of the curriculum and perhaps will remain the most memorable
one.

Needless to say that this experience was a highly enriching and educative one
as I went on from 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 every one has something unique to offer. I
learnt that every 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. I learnt
hat this is just the beginning of a long road ahead… full of challenges. But I
know that I will be able to run along because I have my foundations firm built
in. It is here that I got the opportunity to continuously introspect and improve
as a budding professional and as a human being. I will always look back at the
time spent here with fondness and with pride.

I want to thank Training & Placement Cell of AIHM for extending this
opportunity to me.

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