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W.G.S.H.A

T R A I N I N G R E P O R TIndustrial Training External

THE PARK, BANGALORE

TABLE OF CONTENTS

THE PARK, BANGALORE

OVERVIEW NAME : ROHITH W A PINTO

COURSE : 20TH COURSE

WGSHA | INDUSTRIAL TRAINING EXTERNAL REPORT 1

THE PARK, BANGALORE

ORGANIZATION : THE PARK

CITY : BANGALORE

NATURE OF BUSINESS : BUSINESS HOTEL

LEVEL OF FUNCTIONING : TRAINEE

DURATION : 6 MONTHS

WORKING DAYS/WEEK : 6 DAYS

PUBLIC/FESTIVAL HOLIDAYS : NONE

APPROX. STRENGTH OF TRAINEES : 20

APPROX. STRENGTH OF WORKFORCE : 210

TRAINING SCHEDULE :

DEPARTMENT FROM TO

PURCHASES 9/12/07 22/12/07

WGSHA |INDUSTRIAL TRAINING EXTERNAL REPORT 2

THE PARK, BANGALORE

AQUA 23/12/07 5/01/09

BANQUETS 6/01/08 19/01/08

HUMAN RESOURCES 20/01/08 26/01/08

ROOM SERVICE 27/01/08 9/02/08

I-TALIA 10/02/08 23/02/08

FRONT OFFICE 24/02/08 22/03/08

HOUSE KEEPING 23/03/08 19/04/08

RESIDENCE LOUNGE 20/04/08 3/05/08

MAIN KITCHEN 4/05/08 10/05/08

MONSOON KITCHEN

BAKERY

11/05/08

02/06/08

01/06/08

25/06/08


THE PARK, BANGALORE

ACKNOWLEDGEMENT First and foremost, I would like to thank the Chief Administrator of W.G.S.H.A, (Retd.) Major General B.N.Kaul for his inspiring words of wisdom which made a world of difference to me during my period of training. Vice Principal Mr. Kulmohan Singh and Chef K Thiru who advised me as to how to go about things and for their constant support. Ms. Chetna who helped materialize my wish to train at The Park, Bangalore. All the staff of W.G.S.H.A who have been by my side and helped me when in need. I would also like to thank Ms. Aishwariya and Mr. Ganesh, training dept. TPBL. For being so considerate and understanding and for all the help extended to me during my period of training without whom it would really be challenging ordeal. I would like to thank my colleagues at TPBL who made this ITE interesting and truly memorable. Last but certainly not the least, I’d like to thank my parents and siblings who provided me with all the possible support I needed and for having an enduring faith in me.


THE PARK, BANGALORE

Introduction : A unit of the Apeejay Surrendra group, The Park group of hotels was the first of its kind in India to provide its clientele with a new concept of boutique hotels. The first of its openings was The Park in Kolkata in 1967 which was initially faced with a little reluctancy but soon won the hearts of its guests with its plush interiors ,contrasting colours, abstract art and architecture but what really gave the group its much required push was the experience they could provide their customers with, something which till then was perceived by most other formal 5 star hotel chains in India as an absolute no-no. This radical concept was soon to be the next ‘in-thing’ as the The Park opened up in Visakhapatnam, New Delhi, Bangalore, Chennai and now the latest one in Navi Mumbai. The group has further expansion plans and aims to be one of the top players in the hospitality business by 2020. During my period of training at TPBL I observed that most guests who visited the property knew the staff of the hotel by name including the kitchen personnel much to my astonishment as never had I experienced such a staff –customer relationship before. It was in fact their USP. A close level of customer association meant a higher degree of customer satisfaction and higher frequency of revisits to the property.


THE PARK, BANGALORE

The Park, Bangalore is a business hotel, and has clientele from all corners of the globe. Most stay for only a day or two with a stay of 4-5 days being on the higher side, however the staff at the hotel do whatever possible in that short period of time to ensure that their guests have a comfortable, pleasurable and memorable stay. The Park. Stay Inspired.

PROPERTY INFORMATION : ESTABLISHED : 1999

TYPE OF HOTEL : 5 Star Business Boutique Hotels

GROUP: : Apeejay Surrendra Group

ADDRESS: : 14 / 7 MG Road

Bangalore – 560 001

TELEPHONE : 080 559 4666

FAX : 080 559 4667

E-MAIL : [email protected]

WEB : www.theparkhotels.com

TRANSPORT : Airport – 40 km, (90-120 minutes by car)


THE PARK, BANGALORE

Railway station - 18 km, (25 minutes by

car)

ACCOMODATION : 109 Guest rooms

RESTAURANTS : 4

BARS : 1

LAYOUT OF THE HOTEL :

1. OAK ROOM – 1 11. ITALIA 21. AQUA - STAGE2. OAK ROOM – 2 12. ROOM SERVICE 22. AQUA


THE PARK, BANGALORE

3. FRONT OFFICE 13. ITALIA KITCHEN 23. SWIMMING 4. MONSOON 14. KITCHEN STEWARDING POOL5. GIFT SHOP 15. MAIN KITCHEN6. LOO – MENS 16. I - BAR7. MONSOON KITCHEN 17. GAS BANK/ STORAGE8. DISPENSE BAR 18. AQUA KITCHEN9. BLUE BOX 19. LOO - COMMON10. LOO – WOMENS 20. AQUA - BAR

The Park , Bangalore :

Situated in the heart of the city, just of M.G. Road in Bangalore is The Park, its location is ideal to both business and recreational travelers. The city’s largest shopping district is just a five minute walk away, the Vidhana Soudha is ten minutes by car. Most of the tourist attractions in Bangalore are easily accessible due to the hotels centralized location. The rooms are cozy and and luxurious. Black leather, American oak wood flooring and vibrant colours grace each room. The design of The Park is very contemporary and at times Avant Garde, which adds to the character of the property.

The staff are well trained and courteous. The service is quick and efficient at the hotel. There are four restaurants which cater to the needs of


THE PARK, BANGALORE

guests. I-TALIA an Italian restaurant is frequented by food enthusiasts looking for an authentic Italian meal. It has featured in several international and national magazines and has won the Times Food Guide award consecutively in the last few years, its is said to be the finest Italian restaurant in the country. Aqua, a pool side restaurant serves up delicious Mediterranean specialties and other European cuisine. Guests can dine beside the pool, at the deck or in one of the many gazebos that run parallel to the pool. The ambience of the restaurant is an element that requires special mention, and is a hit with couples through out the week.

Monsoon is the 24/7 coffee shop, its serves up a variety of dishes from different cuisines. Come evening and a romantic setting is created where guests can enjoy a candle lit dinner. The restaurant is the lightest on the pocket at The Park and hence a favourite among youngsters, it also serves up a delectable moon-light buffet on Saturday evenings at a very affordable rate.

The Residence Lounge is a secluded roof-top restaurant for guest residing on the Residence floor. It is closed to the general public and other guests not residing at the residence. Guests here can enjoy personalized service by a butler and free food and drinks from a pre-fix menu between 7pm to 10pm.


THE PARK, BANGALORE

I-BAR 2.01 is the all new I-BAR which opened up just before new year’s eve ’08. The set and setting is imperial and seductive with a menu which is sure to appease even the most discerning of food critics. The rates here are a bit on the steeper side but be assured that you’ll be rubbing shoulders with CEO’ and India’s top models on a Saturday evening. The couches are simply comfortable with a red satin finish with black leather and white satin featuring on the rest of the furniture. Beautiful lanterns hang from the ceiling in irregular lengths creating spots below with different intensities of lighting. All in all an ecstatic experience.

Features at The Park :

36 Deluxe rooms, 34 Deluxe rooms with Balcony, 6 Deluxe terrace

rooms, 8 Luxury rooms, 20 Residence rooms, 4 Terrace suites and 1

Premier suite. In all 109 rooms.

Sit-outs in each balcony with deck chairs in each suite.

The residence floor with private lounge.


THE PARK, BANGALORE

Temperature control lap-pool with outdoor lounging in colorful

Gazebos.

24 hours room service.

Library with a selection of books and magazines.

Audio and video entertainment.

Indoor games.

Wi-Fi high-speed internet connectivity.

Black and white photographs in the room, capturing the various

moods of Bangalore in shades of grey.

24 hour travel desk service.

Centrally air conditioned

Multi-lingual staff at your service 24 hours a day

Special tours in and around Bangalore arranged by the ‘Silk Box’

managers on request.

Doctor on call.

Baby sitting.


THE PARK, BANGALORE

Valet service.

Indoor car parking.

Laundry service.

Banquets and meeting space.

DVD/ FAX machine / Laptop on request.

Secretarial service on request.

24 hour one touch service for all your needs

Currency exchange.

Safe deposit lockers.

Themes Of The Floors At The Park :

The Park is a boutique hotel and each floor has a theme according to which the colour and materials used in both the public areas and rooms differ widely.


THE PARK, BANGALORE

The first floor depicts a cool expanse of water signified by the base colour of ‘aqua’ with a burst of the sun signified by dashes of ‘orange’. The next floor suggests a mountain landscape with the use of ‘iris’ with ‘pale lime’ trees providing the relief. The ‘bright Lime’ of the jungle on the third floor greets you, offset with regal ‘emperor red’ flowers. The fourth floor – The Residence – reflects elegance with ‘saffron’ denoting the desert and the oasis is reflected in splashes of ‘ultramarine blue’.

TARIFF RATES AT THE PARK, BANGALORE.

TARIFF INR USD EURO


THE PARK, BANGALORE

Deluxe Room 15000 350 265

Deluxe Balcony Room 16000 375 285

Deluxe Terrace Room 18000 385 292

Luxury Room 20000 400 305

The Residence 22000 450 340

Terrace Suite 24000 500 380

Premier Suite 28000 600 455

Luxury Tax 12% extra

*The above rates are inclusive of a break buffet meal.

HEADS OF DEPARTMENTS AT THE PARK BANGALORE

Mr. Subrata Majumdar General Manager

Mr. Acharya Sham Prasad Finance Manager

Mr. Babu Human Resources Manager


THE PARK, BANGALORE

Mr. Sudhanshu Singh Front Office Manager

Ms Vineeta Chaudhary Executive House Keeping

Chef Mandaar Sukhtantar Executive Chef

Mr.Manish Kumar Food and Beverage Manager

Mrs. Preethi Kumar Guest Relation Executive

Mr. Anthony Monteiro Purchase Manager

Mr. Shankar Chief Security Officer

Mr. Ram Murthy Sales & Marketing Head

Mr. Peter M IT & Systems Manager

Ms Aishwarya Training Manager

Mr. C. Solai Chief Engineer

Mrs. Kamaljeet Kaur Welfare Committee President


THE PARK, BANGALORE

Operational Aspects Of The Food & Beverage Production Department

MAIN KITCHEN MONSOON KITCHEN


THE PARK, BANGALORE

BAKERY AQUA KITCHEN

Food production planning is the first and most important step towards providing a satiable dining experience that meets the expectations of guests. It is necessary to produce food and beverage products that confirm to quality standards set down at the property, excellent service, an inviting ambience and clean surroundings doesn’t necessarily mean good sales. The primary task of planning is to determine the type and quality of menu items to be prepared. Large food service operations at The Park take information generated from sales history records and expand them into master food production planning worksheets. The kitchens at The Park are a combination of quality food production along with good costing, portion controlling and effective food handling procedures . At The Park the kitchen is divided into the following departments to ease the work and improve the efficiency. The different departments of the Kitchen at the park include the following:

1)MAIN KITCHEN.

2)AQUA KITCHEN.

3)MONSOON KITCHEN.


Executive ChefSous ChefChef-de-PartieMAIN KITCHENBakeryCommies – II Commie – IUtility WorkersTHE PARK, BANGALORE

4)I-TALIA KITCHEN.

5)BAKERY & CONFECTIONARY.

HIERARCHY OF THE PARK KITCHEN


I-TALIA MONSOON

GARDE MANGER

BUTCHERY

THE PARK, BANGALORE

SYSTEMS IN THE KITCHEN :

The food in the kitchen is only given against the receipt i.e. the (KOT) kitchen order ticket.

A kitchen order ticket copy has to be received before hand serving of a portion or per matter even preparation of food begins. The F&B service prepares the KOT in triplicate copy, one is given to the kitchen, one to the cashier and one is kept with him.

In the kitchen upon reading the KOT the barker or the chefs take the order and the food is prepared accordingly.

There 3 racks of KOT to be placed, when the KOT is received it is placed on the lowest rack, when the order is being placed to the chef-de-partie, it comes to the middle rack and finally at the pick up time it is placed on the top rack.

After the food has been dispatched the KOT is put away separately which is checked by the F&B controls and tallied with the cashier’s copy of the


THE PARK, BANGALORE

KOT. This helps in keeping an account of the food sold and controlling pilferage.

KITCHEN STORES :

The kitchen has both perishable and non-perishable items. The stores are picked up on a daily basis with accordance to the raw material on that particular day.

The store requisition book is filled at the end of the 1st shift for the requisition of the next day.

Every kitchen have their walk-in coolers. The main kitchen has two, one walk-in maintained for raw materials like fresh fruit, vegetables, and the other is for cooked food and milk products.

The indenting for the purchase of raw materials from outside, is done with a help of requisitions there fore the requisitions have to be given one day in advance. Vegetables are ordered from one seller who supplies, fresh and frozen vegetables to the hotel along with dry fruits, pulses etc.

INTERDEPARTMENTAL TRANSFER WGSHA |INDUSTRIAL TRAINING EXTERNAL REPORT 20

THE PARK, BANGALORE

Whenever the food transaction occurs between two departments in the kitchen, the store is always informed. This generally takes place when the butchery items are supplied to other kitchen like the room service, continental kitchen, staff cafeteria etc.

PANTRYThe pantry is operational 24 hours a day and has

three shifts the shifts are as follows: -

1st Shift is from 07.00 hours to 16.00 hours.

2nd Shift is from 15.00 hours to 00.00 hours.

3rd Shift is from 22.30 hours to 07.30 hours.

The pantry is a part of the coffee shop kitchen. It is generally involved with making of sandwiches, burgers, fries, chats and fruit juices. The pantries busy hours are breakfast from 07.00 am to 10 am in the morning.

The Sous chef checks the quality of food as well as the neatness of the work area every day during their


THE PARK, BANGALORE

rounds. The general policy followed is FIFO, which means first in first out, this minimizes the wastage and to a certain extent pilferage can be controlled.

Monsoon Kitchen:

Monsoon kitchen menu is mainly south Indian, Thai and oriental. The exhaustive menu prepared by chef Mandaar and team after months of research has favorites from south Indian, Thai and oriental cuisines. Whet your appetite with an elaborate selection of appetizers and salads including smoked salmon with cucumber salad, prawns alla plancha with lemon, garlic and parsley, Spanish style crispy chicken with garlic chilli and extra virgin olive oil.

The main course selection includes a variety of international dishes which include thai style baked grouper, grilled veg and balsamic reduction, crispy lamb chops, tossed green salad and mint


THE PARK, BANGALORE

salsa. Choice of thai curries and vegetable stir fries are served with steamed rice or noodles.

South Indian includes kerala chicken, vegetable stew with appams, south indian style potato and tamarind chilli sauce and laccha parantha.

GARDE MANGER:

The Garde Manger tasks were so called because in French terms Garde Mange meant food storage space; the work that was done in that location also was described by the term Garde Manger. The chefs in the Garde Manger prepare dishes such as meat loaves and salads utilizing leftover meats, sea food, and poultry,relishes, and horsd o’euvres.. Usage of left over meats for re-chauffe cooking is only on approval by a DCDP or chef of a higher level. Chops, dices of vegetables and various other cuts are prepared here. Ground meat, slices cold meats and cheese. Arranges and garnishes cold meat dishes. Prepares cold sandwiches. Mixes and prepares cold sauces, meat glazes, jellies, salad dressings, and stuffing. The Garde manger is one section where the preparation


THE PARK, BANGALORE

should be accurate, the vegetable sizes; cut etc. should be uniform and appealing to the eye, according to the type of preparation. The Garde manger prepares buffet salads for monsoon and also for banquet functions

The Garde manger is under the supervisor of the Sous chef who inspects the hygiene as well as the quality of the items picked up . The Sous chef also signs the store requisition. The Garde manger is close to the vegetable store for easy access to the various vegetables. The hotel gets a daily supply of fruits and vegetables from local suppliers.

Most of the exotic vegetables and fruits are imported from Holland on a weekly basis.

Fruits like strawberries, avocadoes, prows etc. and vegetables like imported red garlic, pimentos, haricot verte, broccoli, English cabbage and lettuce of different kinds are imported. A large variety of cheese is also imported from England.

The Garde manger has a plantry mixture, a bone chopper, a buffalo chopper and these machinery are from Hobart Corp. Ltd. USA. The Garde manger has a cold room and the temperature maintained is 5 degree C.

Thus the work at the garde manger can be classified as preparation of galantines, salads,


THE PARK, BANGALORE

canapés, aspics and other specific presentations, ice carvings and butler and margarine sculptures etc. The garde manger also used to prepare classical hors d’ouvres.

Whether picked-up at the vendor or delivered, foodstuffs are unloaded in the receiving area. Here it is inventoried against the purchase order. Non-perishables are moved to dry storage. Meat is taken to the butchery for fabrication, then placed in the cold store. Similarly, seafood is cleaned and filleted before it is placed in the cold store. Fruits and vegetables may receive some processing, but they usually go directly to the refrigerator and are extracted when needed for mise en place. Cheese, eggs, cream, and other dairy products go directly from receiving to refrigeration. During the various steps of preparation involved in creating the final product for distribution, ingredients are removed from storage as necessary and processed as required. Food not sent immediately to the restaurant is stored either in refrigeration below 4 °C (40 °F) or in warmers above 70 °C (158 °F) in the main part of the kitchen, and is not placed with raw or unprepared food. Waste is removed to a holding area outside the kitchen. Soiled cookware is sent to the dishwasher. Completed dishes are placed on the service counter for the wait staff to transport to the restaurant. The same staff removes


THE PARK, BANGALORE

soiled dishes from the restaurant and brings them to the dishwashing area. Waste from the dishwashing area goes to the same holding area for kitchen waste .

BAKERY

The bakery is operational from 7.00 hours to 22.00 hours in a day, while the morning comprises of 3 chefs, in the evening shift there are only 2 chefs to take care of the entire bakery. The bakery items are made for the breakfast buffet, lunch buffet, banquets, and room service for any additional orders.


THE PARK, BANGALORE

The bakery and confectionery prepairs recipes and sets methods of production of basic dough for different types of bread rolls, dinner rolls, soup sticks, garlic bread etc. Apart from the dough making a wide range of other products is also made for the desserts counters, guest orders etc.

EQUIPMENT USED: -

3 mixers. 2 large baking ovens. Ice-cream maker. Dough Baking trays Chocolate moulds Automatic pastry maker.

The store requisition is made 4 times a week and the basic items required are tinned fruits like peaches, cherry, mangoes, all off-seasons fruits and exotic fruits like Passion fruit, kiwi, jams, spreads bought on a daily basis. Whereas other things like sugar, baking chocolate, dry fruits, biscuits wafers, coco-powder are brought on a weekly basis.

Some of the items prepared at the Bakery 1. CAKES

Assorted wedding cakes Ornamental / fancy cakes English fruit cake


THE PARK, BANGALORE

Black forest gateaux Pineapple gateaux Fruit flans Almond cakes Cheese cakes

2.PASTRIES Chocolate pastry

Black forest pastry

Cream puff rolls

Chocolate éclairs

Apple strudel

Assorted tarts

Chocolate box

Assorted tarts

Vegetarian and Non Vegetarian quiches

Vegetarian and Non Vegetarian Flans

Profitroles

3.PATTIES Chicken patty Mutton patty Vegetable patty Chinese patty

4.BREADS WGSHA |INDUSTRIAL TRAINING EXTERNAL REPORT 28

THE PARK, BANGALORE

Yeast dough bread Fruit bread Assorted flavored bread White milk bread Chocolate doughnut Breakfast rolls(soft rolls, hard rolls, multi-grain rolls, muffins,

danish pastries) Multi-grain bread Ciabata

5.OTHER BAKERY PRODUCTS Chocolate pralines Almond racks Toffees Cheese straws Cookies Lavache Herb Biscottis Chocolate and choco-walnut truffles Compotes, Fruit stews

KITCHEN EQUIPMENTSButchery

Bone saw. Zigzagged. Sink with hot and cold water. Walk-in cooler (-180C and -50C) Electronic weighing machine. Choppers.


THE PARK, BANGALORE

Pantry Salamander. Juice extractor. Microwave oven. Mixes. Food warmers. Hot cases. Sinks with hot and cold water. Gas range. Grillers. Hot plate.

Main Kitchen Gas range with 16 burners. Food warmers. Walk-in cooler. 4-clay tandoor. Sinks with hot and cold water. Bain-Marie to keep gravies. Salamander. Steamers. Hot case. Deep fat fryer. Microwave oven.

Bakery Gas oven with 2 burners. 2 electronic ovens. Deep freezer. Refrigerator. Blending machine.


THE PARK, BANGALORE

Kneading machine / dough making machine. Mixers. Microwave oven. Salamander.

RELATIONSHIPS :

SUPERVISORS :

Relationships with my supervisors were very good. I would normally report to the sous chef and he would assign the work cut out for me. However as a trainee I would try my best to help the department. The Chefs at The Park, were instrumental in developing my skills as I had


THE PARK, BANGALORE

informed them that I wish to be a Chef myself. They would give me work that would develop and hone my skills rather than work which would help me pass time. I am thankful to them for this.

PEERS :

Relationships with peers was amicable with fellow trainees from IHM’s and other regional colleges. We worked as a team when sent for ODCs and had several light moments while working. There were times when I had to supervise them but this never created any friction of any sort. All in all a nice experience.

OPERATIONAL ASPECTS OF THE FOOD & BEVERAGE SERVICE DEPARTMENT


THE PARK, BANGALORE

I-BAR MONSOON

I-TALIA AQUA

BANQUETS RESIDENCE LOUNGE

The Park hotels have their very own distinctive way food service being done. Even the cutlery and crockery used is very unique & uniformed. The service staff sport uniforms that give an urban resort like feeling to the guest. The food and beverage service personnel responsibilities includes the economics of menu planning, portion control, food wastage, customer and staff relation which are important for running a profitable establishment. The interaction that a service


THE PARK, BANGALORE

personal share with guests is on a one to one basis and is at a very personal and professional level. These factors play a very vital role in building up the reputation of an establishment. The food beverage department is the second highest revenue earning department in the hotel, second only to rooms division.

Regular training classes are held and staff are given material which they have to read. The latest trends in hospitality, new wines being sold at the property, liqueurs etc are all discussed in detail. New procedures, updating of existing ones et all are all explained in detail to prevent any confusion which may hamper operation at critical moments.

The F&B service division at The Park, Bangalore is renowned throughout the city for its warmth and effectiveness.

The staff in this department are young and energetic the mean age being 24.

MONSOON

Monsoon is the 24/7 coffee shop at The Park, Bangalore. The restaurant is suggestive of all the seasons that influences the landscape of India and its people. The midnight blue and sunset orange


THE PARK, BANGALORE

interiors create a peaceful yet spirited ambience, echoing the song of the season.

The chairs are of a woven Lloyd loam type with comfortable seat pads. The USP of this outlet is the sharing tables that draw you to the restaurant from the lobby area.It truly is a melting pot, where strangers can meet and mingle; the sharing table can seat 22 people at one time. The slight thrust of this table into the lobby gives the first–time guest a hint of what lies beyond. Illumination accented by a scattering of brilliant orange lanterns is evocative of the setting sun.

The menu is a select assortment of items from the costal cuisines of south East Asia and Costal India. The emphasis on authentic cuisine, subtle flavors, healthy and quality ingredients, bestow upon connoisseurs of food an opportunity to indulge. The menu perfectly complements the clam, yet intriguing décor, creating a magical experience.

The menu at monsoon has all day comfort foods including creative sandwiches, where you can choose your own fillings, Pastas & Thin crust pizzas. The main course selection has a wide variety of Indian & International dishes to choose from. The International selection includes Thai style baked fish, grilled pok choi, scallions & coriander salsa and other varied assortments. The Indian


THE PARK, BANGALORE

selection features dishes from diverse regions like Aloo Dum kashmiri, methi chaman & laccha paratha …etc along with salads. Desserts range from ice-creams and sorbets to pastries, cakes, éclairs, mudcakes, panacottas..etc.

The function of this restaurant is to provide a round the clock service to the hotels customers. It is the heart of the hotel linked to the reception, although the curtain may be closed later on in the evening. The walls of the space are rendered with natural plaster that has a very subtle texture and the floor is pale sand stone.

The buffet table is set parallel to the back wall, allowing access on both sides and has glass pendent fittings above. The banquette is covered in a sand colored fabric and has a shelf above, which displays a colorful collection of pottery. A dimmable concealed light illuminates the place through the edge balanced with a scattering of lanterns that glows.

The 24 hours restaurant is named monsoon because, this is the season that influences the landscape of India and its people and also that it associates with the image of water, waves with the cuisine being served here which is Coastal Indian and South East Asian.


THE PARK, BANGALORE

The restaurant has a total service staff of 16 people including the managers and the bar tenders at the dispense bar.

02 – Captains

10 – Stewards

02 – Bar tenders

Being a 24 hour restaurant, monsoon has different sessions and hence they have different menu cards for each session,

Break fast menu - 07:00 to 10:30 hours

Lunch menu - 02:00 hours to 14:45 hours

Dinner menu - 19:00 to 23:45 hours

At night menu - 23:45 to 07:00 hours

*Apart from these à la Carte menu cards, the restaurant also has a breakfast and a lunch buffet.


THE PARK, BANGALORE

I-TALIAThe name of the restaurant is influenced by the ‘it’ companies of the city . The ‘i-t’ stands for information technology and the ‘ALIA’ is derived from the word Italian.

‘i-t. ALIA’ offers authentic Italian cuisine in a setting that is casual yet elegant. The masculine dark timber floor compliments the charcoal black upholstery and is accented by the warm lime green sofas in the niches along one wall.

The upholstery on the cushions is covered with striped linen, which is supposed to be a resemblance to the striped invites of the mafia.

Crisp white linen draped tables showcase the robust flavors and vibrant colors of true Italian food.

Imported Prosciutto, Parmesan, wood oven pizzas, exquisite seafood, and delicate home made pasta and a wide range of delectable vegetarian items bring out the genuine flavors of Italy. The restaurant also has a premium collection of imported liquor’s, domestic and imported wines.


THE PARK, BANGALORE

The restaurant has clam, suede ambiance that makes a meal very peaceful and enjoyable. The walls have a ruff finish to it with structures, like home made pasta carved in them.

The staff at the restaurant is very formally dressed, unlike other outlets at the Park Bangalore. They wear white Chinese collared shirts with black trousers and waistcoats with a white apron from their waist to the ankles.

‘i-t. ALIA’, the critically acclaimed authentic Italian cuisine restaurant is open only for lunch and dinner between, 12:30 pm to 3:00pm and 7:00 to 11:00 pm respectively.

I-T.ALIA is famous for a number of its dishes:

- Smoke halibut with citrus salad- John dorey(famous fish specialty)- Artisan garganelli and trofie pasta- Grilled Scallops- Chilean sea bass- Salmon cartoccio- New Zealand lamb rack with Tuscan style

beans- Pomodori semi secchi(fresh buffalo mozzarella

salad with tomato aspick)- Olive Polenta with smoked scamorza melt.


THE PARK, BANGALORE

- Pan seared breast of duck with confit and orange sauce

- Open lasagne of lobster, tomato & artichoke.

Apart from these select few mouth-watering dishes from their extensive menu i-t.ALIA also organized a risotto festival and organizes their bit of workshop to promote Italian cuisine.

The restaurant also organized a Wine ‘n’ Cheese festival offering an extensive selection of cheeses and proper accompanying wines.

The cheeses were divided into 2 categories:

Cow & Buffalo milk cheese

Parmigiano reggiano, Parma, Cow milk Grana Padano, Emilia Romagna, cow milk Fontina, aosta valley, cow milk Provolone, Basilicata, cow milk Smoked scamorza, southern Italy, cow

milk Mascarpone, Lombardy, cow milk Fior di brianza, Lombardy, cow milk Boursin, Normandy, cow milk Gorgonzola, Lombardy, cow milk Taleggio, bergamo, cow milk Bel paese, Lombardy, cow milk Gruyere, Switzerland, cow milk Emmenthal, Switzerland, cow milk


THE PARK, BANGALORE

Brie, france, cow milk Cacciocollo smoked, Basilicata, cow milk Montasio, Friuli venezia giulia, cow milk Fresh buffalo mozzarella and bocconcini,

Salerno, Buffalo milk

Sheep & Goat milk cheese

Ricotta, bari, cow or sheep milk Caccioinfiore, sazio, sheep milk Pecorino toscanella, Tuscany, sheep milk Fiore sardo, sardegna, sheep milk Pecorino romana, some, sheep milk Feta, Greece, goat milk Chevre, France, goat milk Caprina del nonno, goat milk

There were a total of 14 wines available to be paired with the cheeses. These were divided as:

White

Joseph phelps, sauvignon blanc, 2004 Gaja rossj-bass, 2003, DOC Cakebread cellar, Sauvignon blanc, 2005


THE PARK, BANGALORE

Duckhorn Vineyards, Sauvignon blanc, 2003

Casetta, gavi del commune di gavi, 2005, DOCG

Falesco, est est est di montefiascone, 2006, DOC

Vinifive, NXG reserve, chardonnay, 2003 Oxford landing, chardonnay, 2005

Red

Green point, shiraz, 2004 Terrazas alto, malbec, 2006 Robert mondavi, woodbridge, Zinfandel,

2001/2002 Zonin, Nero d’avola, 2005, IGT Piat D’or Laroche, merlot, 2006


SIDE STATION

STAFF ENTRANCE

CAPTAINS DESK

THE PARK, BANGALORE

FLOOR PLAN :


THE PARK, BANGALORE

ROOM SERVICE/IRD:One very important aspect about the room service department is that unlike the restaurant there is very little interaction between the room services staff and the guest.

The only interaction that they have is on the phone while placing the order and during the time the order is placed in the room. Hence the room service staff have to be at their very best to make a lasting impression on the guest.

The room services department efficiency depends completely on the planning and organization of the department for streamlined work to be carried out.

One very important fact is that the interaction between the guest and the staff, while taking an


THE PARK, BANGALORE

order, is not on a face to face basis. Hence room service staff must at all times show proper telephone etiquette.

At The Park ,the room service department serves food from all the outlets except it-alia, instead the guest is requested to come down to the restaurant and eat there, but he can place his order from the room itself.

Another major responsibility on the shoulders of the room service staff is to maintain the mini bar present in the room. They have to constantly keep re-filling them and bill consumption from the mini-bar ,if any, to the respective room or enter it into the consumption sheet. They also have to place two 500 ml purified water bottles in every occupied room every day. The water is complementary to the guest. The room service department is permitted to serve alcohol in the rooms only between 11am and 11pm

The night shift staff prepares the trays for morning breakfast service and places the trays in the racks; the staff at about 2:00am collects the b/f cards.

Every room service staff has to maintain his /his clearance card and get it signed by the captains.

Some of the Forms and Formats maintained at the room services department would include: -


THE PARK, BANGALORE

Clearance card

Hand over register

VIP amenities control book

Mini Bar consumption sheet

Bill hand over book

Food and beverage linen exchange book

Room services control sheet

Mini Bar discrepancy report

Room services call sheet

The room services staff also maintains the residence lounge. The residence lounge has a pantry and a bar counter, but the food is picked up from the main kitchen.

The residence lounge is responsible for all deliveries of food and beverage orders to the rooms on the residence floor. They are also responsible for placing welcome notes from the general manager and also the amenities.

In the case of a VIP arrival, the department has to place special amenities in guest rooms and prepare special scented towels/ face towels for them and send them to the front office.


THE PARK, BANGALORE

INTERDEPARTMENTAL COORDINATION:

Interacts with Front Office in case of VIP,VVIP arrivals,

Also settles any discrepancy during the billing process.

Interacts with Housekeeping in case the guest calls up and requests for cleaning etc.

Co-ordinates with the kitchen for food and beverage pick up

Co-ordinates with Dispense Bar for alcohol orders.

HEIRAC HY OF THE ROOM SERVICE DEPARTMENT :


THE PARK, BANGALORE

I-BAR : The lounge bar encapsulates the energy and

dynamism of the wireless era. The unique techie feel of the space is sure to transport you to a different world all-together. Hot neon colors


RSOT

THE PARK, BANGALORE

gleaming in the dark, creates a funky mood. The space inside gives its own interpretation of technology through soft and rich texture. A wall of rich carpet woven in a pattern is suggestive of a circuit board. The local flavor of rich silk, the appears as a thread concept all throughout the hotel graphics, is seen here as a bundle of electrical wiring, which glows and vibrates in the bar graphics and the main lights

They play all kinds of music from jazz and blues on weekdays to trance, hip-hop and club on weekends. They have a DJ playing at all times with a projector playing music video on the wall. The bar also has LCD televisions fixed on each side of the walls.

The bar is open from 5:30pm onwards to 11:30 pm only. The bar serves all kinds of Indian and imported liquors and has an extensive wine list.

The bar holds a CL-9 and RVB license. CL-9 permits the sale of hard liquors and the RVB for drought beer. The bar counter has a cobra / automated beverage dispenser for dispensing aerated beverages and sparking water. And for the spirits they have an automated optical peg measuring systems. This system only releases the required quantity of spirit and cut down on the loss


THE PARK, BANGALORE

of liquors, due to spillage to the bare minimum. The counter also has a glass chillers attached.

i-bar also has a collection of cigars placed in an humidor on the bar counter. Apart from IMFL`s, the bar also serves domestic and imported wines, champagnes and liquors. Endless lists of cocktails are also dispensed at the bar.

The bar also has Bangalore’s largest collection of single malt whiskeys, which are now coming into fashion.

Organization of Mise-en-place :

Mise-en-place is a French term meaning “putting in place”. It refers to the preperation activities that are important for smooth operation in all f&b outlets. At The Park a set of operations are carried out prior to the commencement of service in order to facilitate prompt and efficient service.


THE PARK, BANGALORE

A briefing is carried out to assign tasks to the staff. They are:

1. Sideboard is stocked with all required cutlery, crockery, menu cards, bill folder, glasses, napkins. Sauce bowls need to be refilled and wiped to be ready for service. KOT and tooth picks are kept ready.

2. Water jugs are refilled ensuring that the water temperature is maintained.

3. Bread baskets and butter dishes are kept ready in appropriate places.

4. The table setup and layout is checked so that they are in the right order. Cruet sets checked that they are full.

5. Finger bowls, lemon wedges and water is made available at the side board.

6. The bud vases need to have fresh buds.7. If a buffet setup is required , the counters are

set up with chafing dishes, solid fuel containers, serving ladles etc. in accordance with the menu.


THE PARK, BANGALORE

8. Good co-ordination with the kitchen stewarding staff in order to ensure that soiled ware is cleaned and returned without delay.

Pre-opening procedures :

An important factor for service is operational preparedness. These tasks include preparing of tables, equipments for service and briefing of employees. These activities are also known as Mise-en-place and mise-en-scene.

Placing food orders :

Once the guests are seated the concerned station waiter presents the menu card and waits for the instruction. Water may be served and the order for the beverages are to be taken and served.

Once the guest is given sufficient time to decide the food order is taken on a KOT book. It is also necessary for the waiter to offer suggestions to the guest in order to enable them to place an order. Once the order is taken in correct sequence it is placed in the kitchen, in order for the chef to


THE PARK, BANGALORE

process the order and is then picked up and served.

AQUA

AQUA is the poolside restaurant at The Park, Bangalore, conceptualized to offer a glamorous al fresco experience; AQUA is a space with many moods. It is situated such that it opens into the outdoors from the lobby, where the restaurant greets you with a series of ‘gazebos’ leading to the blue waters of the temperature-controlled pool. It is dotted with many colorful and antique furniture pieces adding a refreshing & playful touch.

The AQUA menu offers flashes of Spanish, Mediterranean, modern European cuisine and exciting meats and seafood combinations from the barbeque. Dishes ranging from Spanish Tapaz to go well with the drinks, salad meals such as pan seared foie gras. From the barbecue and grills, guests can choose from Lobsters, Tiger Prawns, Quail, New Zealand lamb chops, Polenta steaks, Tofu & broccoli skewers accompanied by seasonal vegetables.


THE PARK, BANGALORE

This is complimented by carefully mixed sangrias, fine wines and delicate spirits.

AQUA was one of the first restaurants in the city to have champagne brunches on Sundays serving brands such as Moet et Chandon. The Sunday brunch will also include Sangrias, mocktails, vitalizers, fresh juices & soft beverages

As with any such restaurant offering Mediterranean and European dishes the most important part of the entire process are the Sauces and the Mise-en-Place preparation. A list of sauces accompanying various dishes are as follows:

AIOLI

Garlic and mayonnaise

TOMATO SALSA (SERANO HAM)

Tomato dices, garlic, salt , pepper and olive oil.

ROMESCO


THE PARK, BANGALORE

Roasted red peppers, almonds, garlic and sherry vinegar

PISTOU (EMPANADO STUFFING)

Aubergine, tomato, bellpeppers, zucchini flavored with basil.

ALBONDIGAS SAUCE

Tomato, red pepper sauce

GREEN PEPPER SALSA

Capsicum, onion, white wine vinegar and cumin powder.

SALSA VERDE

Parsley, capers, white wine vinegar ,olive oil, salt and pepper

BEURRE BLANC

Cream, onion, garlic, butter and white wine.

PAPRIKA SAUCE


THE PARK, BANGALORE

Beurre blanc and paprika powder

CAPER SAUCE

Beurre blanc and capers

BARBEQUE SAUCE

Red wine sauce and tomato concasse reduced in equal quantity.

MIRE POIX

Onions,carrot,leeks and celery

RED WINE SAUCE

Red wine sauce and rosemary

JUNIPERBERRY SAUCE

Red wine sauce and juniperberry

MUSHROOM SAUCE


THE PARK, BANGALORE

Red wine sauce and mushroom

GREEN PEPPER SAUCE

Red wine sauce and green peppers.

Staffing details :

Captain – 02

Sr. F&B Assistants- 03

F&B Stewards- 05

Shift timings:

Break Shift: 11:00 hrs to 15:00 hrs & 19:00 hrs to closing activities

Regular Shift: 15:00 hrs to 00:00 hrs.


THE PARK, BANGALORE

BANQUETS :

Banquet hall details:

Oak Room I Area 850 sq.ft (W/L-24*38ft) height 12ft

Minimum pax-25 Hall Rent-Rs15,000 + 30.2% taxes (if less than min pax)

Capacity

Theater style 40pax

Class Room Style 25pax


THE PARK, BANGALORE

U Shape 25pax

Fish Bone 25pax

Board room 25pax

Casual 50pax

Cluster 25pax

Oak Room II Area 1200 sq.ft (W/L-23*49ft) height 12ft

Minimum pax- 30 Hall Rent-Rs15,000 + 30.2% taxes (if less than min pax)

Capacity

Theater style 70pax


U Shape 32pax

Fish Bone 35pax

Board room 35pax

Casual 31paxWGSHA | INDUSTRIAL TRAINING EXTERNAL REPORT 59

THE PARK, BANGALORE

Cluster 55+20 pax

Oak Room I & II Area 2050 sq.ft +1000 sq.ft (terrace area)

Minimum Pax- 50 Hall rent-Rs30,000+30.2%taxes

Capacity

Theater style 150pax


U Shape 46pax

Fish Bone 45pax

Board room 50pax

Casual 170pax

Cluster 60pax


THE PARK, BANGALORE

Blue Box Area 240sq.ft, height (l*W-17.f*13.5ft) 7.5ft

Minimum pax-20 Hall rent- Rs10,000+30.2%taxes

Capacity

Theater style 30pax


Board room 20pax

Cluster 10pax

Per pax rate – Rs.425 + 30.2% taxes

The procedure for taking a booking :

After the initial meeting of the guest with the banquet manager, all the points concerning the particular function is taken down in the banquet register. The banquet manager gives the description of the hall required depending on the type of function.

After the initial meeting and booking confirmed the following points are noted:

Type of function. Table plan.


THE PARK, BANGALORE

No. of pax. Type of menu. Date. Price per head. Type of service.

A choice of menu is offered to the guest. The menu offered includes Indian, Continental and Chinese. Once the booking is confirmed copies are made and are sent to the different depts. of the hotel.

Audio Visual Equipment :

The Park provides some of the best, and latest in audio visual aid. Charges will be according to the type of equipment, and time period. Some of the audio visual aid available are:

3M OHP OHP Carousel Slide Projector Extra Tray Data Projector 640 x 480 Data Projector 800 x 600 SVGA/XGA/Led Data Projector Extra Channel with Screen Video Projector Video Projector Data Player Laser Disc Player 26" LCD Color TV


THE PARK, BANGALORE

32" LCD Color TV VCR with 26" LCD Color TV VCR with 32" LCD Color TV CD Player Beta Cam + B. V. Portable Recorder Beta Cam Deck U-Matic (Low Band/High Band) VCR Multi System P A System/Mixer/Bose Speakers Music System Set Two in one Cassette Player VHS Cassette Audio Cassette Audio Recorder Speaker with Amplifier, Mixer and Controller Display Plasma 16 channel Audio Mixer DVD Player LCD Player Cordless Collar Mike Extra Mike Cordless Hand Mike Podium Mike Collar Mike


THE PARK, BANGALORE

Function Prospectus

The banquet function prospectus contains all the details necessary for the function, conference etc. it is prepared by the sales department and clarified with the guest before confirmation of a hall. The FP will contain information regarding:

Name of the booking party. Date and time of the function. The number of people expected and the number

guaranteed. The type of seating arrangements, the flower an-

arrangements, the audio and visual equipment required.

Billing procedure, billing to company, cheque, and credit card.

Menu, beverages and the type and time of service. Menu rate per person.


THE PARK, BANGALORE

The copies of the FP are sent to all the departments of the hotel, front office, housekeeping, security, engineering and maintenance, food and beverage production, food and beverage Director, and General Manager.

OPERATIONAL ASPECTS OF THE HOUSEKEEPING DEPARTMENT


THE PARK, BANGALORE

The term housekeeping indicates the provision of a clean comfortable and a safe environment. At The Park, Bangalore the housekeeping department is the key department and employs a large number of people in order to maintain the different areas of the property, and covers a wide area. The housekeeping department caters to the guest requirements and necessities in the right order, to achieve the desired results. On reaching the room the guest takes a closer look at the décor, the furniture and the comfort and cleanliness of the surrounding environment which gives a long lasting impression to the guest. Thus the


THE PARK, BANGALORE

housekeeping department has the overall responsibility for the cleanliness, maintenance and aesthetic appeal of the hotel.

HEIRACHY OF THE HOUSEKEEPING DEPARTMENT :


THE PARK, BANGALORE

Linen Sizes Used In The Establishment:

Particulars Sizes

Bed sheet (single) 90” * 120” Bed sheet(double) 180” *

120” Duvet(single) 90” * 100” Duvet(double) 90” * 160” Duvet cover(single) 65” * 95” Duvet cover(double) 95” * 105” Pillow cover 20” * 35”


THE PARK, BANGALORE

Natural pillow 27” * 17” Down & feather pillow 27” * 18” Mattress protector( single) 33” * 72” Mattress protector(double) 52” * 72” Shower curtain(normal) 72” * 70” Shower curtain(suite room) 83” * 72” Bath towel(single) 30” * 60” Bath towel(large) 36” * 72” Hand towel 16” * 24” Bath mat 20” * 30” Heavy curtains 70” * 106” Single bed 3.50ft *

6.10ft Double bed 5.80ft * 6.10ft

Flower arrangement at various areas of the hotel

Area Flowers


THE PARK, BANGALORE

Lobby heliconia, banana flower

Monsoon table restaurant gerbera

Lobby jasmine pre function aistromeria room aistromeria residence lounge aistromeria residence reception

torch,ginger,alpnia, helicona Italia tables white rose, yellow rose I-bar aroma Lilly,

asphagantos Conference crysanthium,poppy, Library orchid and

crysontomum Health club bird of paradise Presidential suite crysontomum, yellow

rose Wash room aroma lilly,

asphagantos


THE PARK, BANGALORE

Linen Room:

The linen room is the central depot for all linen and from it sufficient clean articles in good condition, are distributed throughout The Park hotel. The linen keeper is in charge of the linen room and responsible for issue of all linen, the sorting and dispatch of soiled linen to the laundry. The linen room at the Park is opened from 0600hrs to 1800hrs on all the days.

The method of exchange of soiled linen at the park are as follows:

The soiled linen which includes table cloth, napkin and tray mat which is entered on to the F&B linen exchange sheet which consists of the number of soiled linen returned to the linen room assistant, type, balance and outlet.

The articles are counted on the inspection table. Clean linen is issued, once an entry is made in

to the linen book.


THE PARK, BANGALORE

IMPORTANCE OF HOUSEKEEPING

The housekeeping department has the responsibility for the daily and periodic cleaning of guest rooms and public areas.

In all its work, the aim of the housekeeping department is to maintain a standard, which is consistent with good housekeeping practices and are reflected through satisfied guests.

Among other aspects, comfortable guest room and efficient provision of services are assessed by guests who can intern influence other potential customers. The reputation of the residential establishment also depends upon the efficiency and loyalty of staff.

INTER-DEPARTMENTAL RELATIONSHIP OF HOUSEKEEPING DEPARTMENT


THE PARK, BANGALORE

Cooperation with other departments in the hotel is of utmost importance for the smooth running of the housekeeping department.

Front Office :

The work of the two departments is closely allied and problems could be of frequent occurrence . The front office should inform the housekeeping department in advance about details regarding arrivals, departures etc. the department should try to keep the rooms ready as soon as possible.

Maintenance and Engineering Department :

In the course of the day the assistant housekeeper may find details requiring attention, such as dripping taps, leaking pipes, fused bulbs or Air conditioning. These should be reported immediately to the maintenance department for quick action so that the room is saleable as soon as possible. Housekeeping department informs the maintenance department of all minor problems which require attention before a major breakdown could occur.

Food and Beverage Department :


THE PARK, BANGALORE

Cooperation is required with regard to linen used in the various restaurants. The linen keeper should ensure sufficient stock of linen for the restaurants & their timely supply. The restaurant manager should ensure no misuse of linen occurs. Flowers for the various restaurants are also provided by the house keeping department.

Security :

The housekeeping staff are responsible to guests as their belongings are in the rooms. In the advent of a problem, the housekeeping dept. should inform the security. Cooperation here will be mainly concerned with the prevention of fire, thefts, illegal activities etc.

Laundry :

Some hotels maintain their own on-premises laundry, while others outsource it. Housekeeping should ensure that all required linen is delivered on time and ensure cleaning quality in maintained


THE PARK, BANGALORE

Purchase Department :

The department usually buys all the cleaning materials and guest supplies and issues them when required. The relation of these functions to housekeeping and purchase is that of the managers must pool in their knowledge together to consider the characteristics, cost and availability of the products. These products are ordered in bulk.

EQUIPMENTS USED IN HOUSEKEEPING :1. Vacuum Cleaner: - Used to clean carpet, skirting, windows curtains and floor, cleaning upholstery and maintain cleanliness and to avoid dust in rooms and other hotel areas.

2. Scrubbing Machine: - It is used for scrubbing floors and to polish them .It is very convenient to use and speedy. It reduces the man power requirement .

3. Iron Box: -It is used for ironing guest clothing material, staff uniforms, banqueting linen for formal banquets etc.

4. Washing Machine: - It is used to wash hotel linen as well as guest clothing.


THE PARK, BANGALORE

5. Shampooing Machine: -This is used for shampooing carpets, upholstery etc. it cleans and gives a fresh look.

6. Scrubber: -These are used for scrubbing floors and removes stains and it is later squeezed and mopping is done.

7. Squeezer: - It is used to remove excess water and direct it towards gutters / traps and helps in preparing the floor for mopping.

8. Mop Stick: -It is used to mop floors with the remaining water after scrubbing and squeezing. It helps in drying floor faster as it spreads water.

Cleaning Agents Used:

1. Soap Oil : Used for scrubbing floors.

2. Dettol : To disinfect telephone instruments.

3. Harpic : To clean water closet.

4. Vim Powder : To clean glass, flasks etc.

5. Arial / Surf : To wash clothes.

6. Phenol : To disinfect floor.


THE PARK, BANGALORE

FORMS, FORMATS AND REGISTERS MAINTAINED :1. Service Register

2. Guest Complaint Book

3. Staff Placement Book

4. Store Indent Book

5. Attendance Register

6. Key Control Register

7. Departure Register

8. Discrepancy Report

9. Lost and Found Registers

10. Laundry Slip

11. Guest Comment Card

12. Duty Roaster

13. Occupancy Report

14. Room Boy / Maid SlipWGSHA | INDUSTRIAL TRAINING EXTERNAL REPORT 77

THE PARK, BANGALORE

15. Floor Executive Register

16. Minibar Consumption register

OPERATIONAL ASPECTS OF THE FRONT OFFICE DEPATRMENT


THE PARK, BANGALORE

The front office is the nerve center of the hotel, as it plays an important role in the working of the hotel. This department is responsible for the sale of hotel rooms through a systematic method of reservation followed by registration and assigning rooms to guests and acts as a continuous source of information to guests while staying in the hotel.

Guest get their first impression of the hotel at the front office. The front desk is the focal point of activity from which the sale of guest rooms is derived. The front desk plays an important role in image building for the hotel as it is the first and last point of contact for the guest. The front desk staff help in selling the various facilities of the hotel to guest with the ultimate aim to maximize revenue . Answering guest inquiries about hotel services and housekeeping department inquiries concerning guest reservation are some of the routine tasks performed almost constantly by the front office . The accounting procedures involving charges to registered


THE PARK, BANGALORE

and non-registered hotel guests accounts are also very important to ensure billing accuracy.

The primary task of the front office is to maximize reservation and optimize occupancy. Selling of rooms contributes to more than 60% of the hotels total revenue earned. . Guests come to the front desk register, and receive the respected room assign to them, they inquire about available services, facilities and information about other cities, or surrounding areas. The front office often serves as the hotel control center for guest requests concerning housekeeping. It becomes the directing unit during emergencies such as fire or injury to guests.

The Front Office provides crucial functionality that allows a property to manage reservations, housekeeping assignments, front desk operations, night audits, cashier operations and much more. Guest charges from the POS, Spa, Event Management and Call Billing systems are posted online to guest folios, allowing front office staff to view and update guest balances. Each guest can be assigned multiple folios, which can in turn be user- defined to contain specific charges from their room, telephone, and other outlets. Each of these functions can


THE PARK, BANGALORE

be customized for an individual property and then altered seasonally to suit the needs of the property in a timely fashion.

The module facilitates the creation of complex rates based on special offers, complimentary stays and discount rates. Room allotments can be configured as blocks that could be given to travel agents. An overbooking option allows the front office manager to decide how many rooms can be comfortably set aside in case of room shortage, without incurring any liability or disappointment. Reservation staff can then receive appropriate alerts when an overbooking situation arises. Additionally, the module provides online statistical information on occupancy and room availability, enabling the front office manager to make crucial operational decisions swiftly and accurately.

In-built Property Management Systems(eg:- Opera),have user-configurable keyboard "hot keys" allowing users to configure keys based on their preference. This is commonly used as an alternative to increase efficiency in


THE PARK, BANGALORE

providing guest services.

The simplified Night Audit process requires no downtime and facilitates automated database backup at the click of a button. A Management Flash Report can be generated incorporating a snapshot summary revenue generation for all profit centers i.e. Front Office, POS, Event Management with month-to-date (MTD) and year-to-date (YTD)breakdown.

Rate management is simplified with the intelligent rate conditioning to maximize yield that incorporates user-defined parameters and the ability to create unlimited room-packages of facilities available in the property.

User-defined templates for letters or notes to guests are built-in for generation of various guest-related documents e.g. welcome letters, birthday greetings, flight confirmations etc.

The Graphs feature enables management to obtain a graphical representation of occupancy trends, business


THE PARK, BANGALORE

forecasts and various statistics of their operation at any time.

Shift timings of the front office department:

Morning Shift is from 7 a.m. to 4 p.m.

Afternoon Shift is from 1 p.m. to 10 p.m.

Night Shift is from 10 p.m. to 7 a.m.

HEIRACHY OF THE FRONT OFFICE DEPARTMENT


THE PARK, BANGALORE

Tariff

EP Plan

Room Category INR USD

Deluxe Room 14000 350

Deluxe Balcony Room 15000 375

Deluxe Terrace Room 16000 385


THE PARK, BANGALORE

Luxury Room 17000 400

The Residence 18000 450

Terrace Suite 20000 500

Premiere Suite 25000 600

Extra Bed/Third Person 1000 25

CATEGORY OF ROOMS/ROOMS BREAKUP

Deluxe: 36

Floor 1 : :101,102,103,108,109,110,111,112,113,114,123,124,125, 126,127,128,131,132

Floor 2 : 201,202, 207,208,209,210,223,224,225,228

Floor 3 : 301,306,307,322,323,325,326,328

Deluxe Balcony: 34


THE PARK, BANGALORE

Floor 1 : 115,116,117,118,119,120,121,122

Floor 2 : 211,212,213,214,215,216,217,218,219,220,221,222

Floor3 : 308, 309, 310, 311, 312, 313, 314, 315, 316, 317, 318, 319, 320, 321

___ Indicates: Deluxe Twin Bed Room

Deluxe Terrace: 06

Floor 1 : 105,106.

Floor 2 : 204,205

Floor 3 : 303,304

Luxury Room: 08

Floor 1 : 104,107

Floor 2 : 203,206

Floor 3 : 302,305,324,327


THE PARK, BANGALORE

*: Room custom made for the physically challenged

Residence Floor : 20

Floor 4 : 401,402,403,404,405,406,407,408,409,410,411,412,413,414,415,416,417,418,419,420

Terrace suite : 04

Floor 1 : 129,130

Floor 2 : 226,227

Premiere Suite : 01

Floor 4 : 421

RELATIONSHIPS :

Supervisors : Relationships with supervisors were good and had no problems in the department, I carried out the orders of my


THE PARK, BANGALORE

managers to the best of my abilities, and they appreciated me for the same. One of the managers at the silk box was a former student of W.G.S.H.A and he was instrumental in ensuring that all doubts and questions were answered.

Peers : Relationships with peers initially were kept strictly professional and level of interaction with them was low . However when new trainees came into the department relationships were built and this made for a better work environment and more effective operating capabilities.


THE PARK, BANGALORE

PURCHASE AND STORES DEPARTMENT :

Purchase department deals with the purchase and storage of commodities often being received. Storage is done by keeping in mind the nature of items and ensures adequate supply of commodities required immediately for the functioning of the department. This is where the purchase department plays a vital role in checking the quantity and quality of the commodities.

The purchase department does not only do the purchasing of food and beverage commodities for an establishment but it is also responsible for receiving and storing them at The Park. Only alcoholic beverages received are checked and handed over to the F&B controls and they, then further issue it to the outlets at The Park all the imported sprits and liqueurs served were indented for, from the head purchasing office in Delhi.

All the liquors and domestic beer are purchased from KSBL and day to day edible food commodities are purchased locally. All other non consumable items


THE PARK, BANGALORE

like soaps, shampoos etc. all are purchased at the central purchasing office in New Delhi and are then shipped to its sister properties in other towns.

FUNCTIONS OF PURCHASE AND STORES DEPARTMENT

i. To keep goods received in a safe condition till it is requisitioned by other department.

ii. It keeps an inventory of all procured items.iii. Issue of item or material performed as per the

department requisition slip.iv. It classifies the nature of material received based

on their nature or uses, this helps in material control.

v. It keeps all the commodities in individual shelves with marking or labels on them, which helps in easy identifying of the commodity.


THE PARK, BANGALORE

LEARNING DERRIVED DURING ITE :

At the end of my training at The Park, Bangalore, i think it would be safe to say that I have learned the operational aspects of a hotel in great detail, also by working in allied departments I have come to learn how they ultimately play an important role in the main stream functions of a hotel.

I have refined my existing skill set and acquired new ones and now enjoy interacting with guests. I have been exposed to various situations and circumstances and have learned to deal with them in an effective manner.

Also I have understood the work relationships between the different strata of workers in the organization and have understood how the work environment of a hotel is of absolute importance to ensure maximum efficiency from the members of the organization.


THE PARK, BANGALORE


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