INDUSTRIAL TRAINING REPORT

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History

Bass Hotels

InterContinental Hotels Group can be traced back to 1777 when William Bass established the Bass Brewery in Burton-upon-Trent.[4] In 1876, their red triangle trademark was the first registered in the United Kingdom.[4]

In 1989, the British Government limited the number of pubs brewers could directly own, so Bass began to grow their small line of hotels. In 1990, they purchased Holiday Inn International from Kemmons Wilson, expanding themselves into North America.[4]

InterContinental

Main article: InterContinental

The InterContinental brand began in 1946 as part of Pan American Airways under Juan Trippe, when the first hotel opened in Belem, Brazil. In 1981, holding company InterContinental Hotels Corporation was sold to UK-based company Grand Metropolitan. As GrandMet focused it core business and expanded into fast food through the purchase of Burger King, ICH was sold to fund the restructure in 1988 to Japanese based Saison Group.[5]

ICH merger formation

In March 1998, Saison Group sold IHC to Bass.[4]

In 2000, the company sold its brewing assets (and the rights to the Bass name) to the

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major Belgian brewer Interbrew for £2.3 billion and changed its name to Six Continents PLC.[4] IHG was created in2003 after Six Continents PLC split into two daughter companies: Mitchells and Butlers PLC, to handle restaurant assets[6] and IHG to focus on hotels and soft drinks.[4] Britvic, the company's soft drinks division, was retained by IHG until December 2005, when IHG sold its interest in the company by an initial public offering.

Operations

IHG is primarily engaged in managing hotels owned by other parties and in franchising its hotel brands. That is, it sells its expertise in hotel management, systems, and marketing, while leaving investment in real property, which is far more capital intensive, requires different skills, and has a different risk profile, primarily to its partners. This is not an unusual arrangement in the hotel industry. As of 2007 it franchises over 3,200 hotels, manages over 510 and owns only 18.[7] The owned hotels do however include many of the key properties of company's flagship InterContinental brand.

IHG currently operates and/or franchises hotels in the following countries:

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An IHG hotel in Hanoi, Vietnam

AndorraArgentinaArubaAustraliaAustriaAzerbaijanBahrainBelarusBelgiumBosnia and HerzegovinaBrazilBulgariaCambodiaCanadaChileChinaColombiaCosta RicaCyprusCzech RepublicDenmarkDominican RepublicEgyptEl SalvadorEnglandEritrea

FijiFinlandFranceFrench PolynesiaGermanyGhanaGreeceGuatemalaHondurasHungaryIndiaIndonesiaIrelandIsraelItalyJamaicaJapanJordanKazakhstanKenyaKorea, Republic ofKuwaitLebanonLibyaLithuaniaMacedonia

MalaysiaMaldivesMaltaMauritiusMexicoNepalNetherlandsNew ZealandNicaraguaOmanPakistanPalestinian National AuthorityPanamaPapua New GuineaParaguayPeruPhilippinesPolandPortugalPuerto RicoQatarRomaniaRussiaSaudi ArabiaScotland

SlovakiaSouth AfricaSpainSri LankaSwedenSwitzerlandTaiwanThailandTrinidad & TobagoTurkeyUkraineUnited Arab EmiratesUnited KingdomUnited StatesUruguayUS Virgin IslandsUzbekistanVenezuelaVietnamWalesYemenZambiaZimbabwe

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Serbia

InterContinental brands

Brands of IHG

An Uptown Houston Hotel Indigo.

InterContinental Crowne Plaza Hotel Indigo Staybridge Suites Holiday Inn  Holiday Inn is the No. 2 hotel brand in the

world, by number of rooms.[8]

Holiday Inn Hotels & Resorts [9]

Holiday Inn Club Vacations [10]

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Holiday Inn Express  (known as Express by Holiday Inn in Europe, Middle East, Africa, Asia Pacific and South America [11]

Candlewood Suites

Priority Club Rewards

Priority Club Rewards is IHG's worldwide loyalty program. With 52 million global members, Priority Club is the largest loyalty program in the hotel industry.[12]

Notable properties

The Crowne Plaza Liverpool John Lennon Airport is the former terminal building of Liverpool Speke Airport, constructed in the 1930s and used until 1986. Its notable art deco features led to its listing as a heritage building, and subsequent adaption as a hotel. InterContinental London Park Lane Hotel is the only InterContinental branded hotel in the United Kingdom and one of only 5 hotels owned by IHG.

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Immediately following WWII, Pan American World Airways had a vision of mass civilian international business and leisure air travel and so began trailblazing its way across the skies of the Americas, Europe, Africa, Asia and the Middle East. Thus came the birth of the world's first international hotel brand - InterContinental Hotels & Resorts.

The goal was to assist local developers in the design, construction and management/operations of individual hotels in important international gateway destinations and traffic centres. The first truly international hotel brand in the world, each hotel was designed to provide an experience uniquely and distinctly its own. The InterContinental brand became the symbol of glamour, sophistication and success that years later, continue to define international travel and commerce.

From our early days, we've been the hotel brand of choice for foreign dignitaries, heads-of-state, royalty, rock-stars, celebrities and those seeking a unique experience. We count many names among our past and current guest list, including George V and Queen Mary, Prince Rainier and Princess Grace, Ava Gardner, Josephine Baker, Nat King Cole, Imelda Marcos, Margaret Thatcher, Louis Armstrong, President and Mrs. Reagan, President Chirac and Prince William... to name just a few.

Our guests, both then and now, have always had a passion for travel. And our hotels have always embraced

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and celebrated their local cultures. These common values have shaped the spirit of InterContinental over the years. And today our brand and our staff around the world embody this heritage.

With a worldwide portfolio of over 150 hotels in 65 countries, InterContinental Hotels & Resorts has been welcoming frequent international travelers for more than half a century. A pioneer in the development of the hotel industry, InterContinental properties successfully blend consistent global standards with the distinctive cultures of their locations to deliver a truly authentic and local experience.

InterContinental Hotels & Resorts started abroad as a subsidiary of Pan American Airlines, which sold the company in the 1980s. In 1988, the U.K.-based brewery Bass purchased Holiday Inn International, which was founded and began franchising in the 1950s. The company has since sold the brewery and franchises seven hotel brands across six continents. Their hotel brands are Candlewood Suites, Crowne Plaza Hotels and Resorts, Holiday Inn, Holiday Inn Express, Hotel Indigo, InterContinental Hotels and Resorts, and Staybridge SuitesBOUTIQUE COMFORT ON THE ARABIAN SEA   InterContinental Marine Drive Mumbai is distinguished by sweeping sea views, intimate surroundings and an address near the Nariman Point business district. A few minutes away are the Gateway of India, Jehangir Art Gallery, St. Thomas Cathedral and the National Centre for

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the Performing Arts. Nearby Elephanta Caves is a World Heritage site worthy of a visit. Mumbai International Airport is within 27km of the hotel. A shuttle from the hotel to the train station 1km away is available.

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Room Facilities Standard facilities:BathBathroomCentral air-conditionedDirect dial telephoneDisabled bathroomHairdryerInternet accessIron and boardMinibarSafeSatellite / cable TVShowerTea / CoffeeTVWheelchair accessible

Hotel Facilities 24h. ReceptionAir-conditioned in common areasBarsCar parkCloakroomConference roomGymHairdresserHigh chairsLaundry serviceLiftsMassageMedical ServiceMoney ExchangeOutdoor poolPublic InternetReception areaRestaurant - Air-conditionedRestaurant - non-smoking areaRestaurantsRestaurant -smoking area

 Key Dates

1940s

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InterContinental Hotels & Resorts is born as the International Hotels Corporation on 4 April, 1946. International changes its name to InterContinental Hotels Corporation in 1947 to reflect its intention to develop around the world. In 1949, the first InterContinental hotel begins operating in Belém, Brazil.

1950s

 

Early expansion of the hotel brand develops along owner Pan American World Airway's routes in Latin America. InterContinental's first Caribbean properties are also inaugurated in the 1950s.

1960s

 

InterContinental opens its first hotels outside Latin America and becomes the first international hotel brand to establish a presence in the Middle East, Asia/Pacific and Africa. The group opens its first four hotels in Europe within a two-week period in 1963. The Six Continents Club, the industry's first global guest-recognition program debuts.

1970s

 

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InterContinental breaks into the U.S. market, assuming operations for the Hotel Mark Hopkins in San Francisco (now InterContinental Mark Hopkins San Francisco). InterContinental New York (now InterContinental The Barclay New York) was also added to the brand's U.S. portfolio late in the decade.

1980s

 

Pan American Airlines sells its interest in InterContinental. The new owners partner with Pan American Life insurance to build and open the 500-room InterContinental New Orleans. The InterContinental Miami and InterContinental The Willard Washington, D.C. are added to the collection.

1990s

 

InterContinental re-enters the Mexican market by signing a joint venture with Presidente Hotels, adding properties in Cancun, Cozumel, Mexico City, Los Cabos, Puerto Vallarta, and Ixtapa.

2000s

 InterContinental continues plans to drive growth around the world with key focus on resorts and development in

the United States.

2006

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InterContinental launches Concierge Programme and Aston Martin Racing sponsorship.InterContinental London Park Lane reopens after £76m refurbishment.InterContinental opens first-ever hotel in Boston, Massachusetts, United States.

2007

 InterContinental partners with National Geographic.For the first time since 1959, Aston Martin has triumphed

at the legendary 24-Heures du Mans in France, the world's most prestigious motor sport event.

InterContinental announces 'Insider Experiences.'

Intercontinental Marine Drive Hotel135 Marine Drive Mumbai-bombay Mumbai, 40020India

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BOUTIQUE COMFORT ON THE ARABIAN SEA   InterContinental Marine Drive Mumbai is distinguished by sweeping sea views, intimate surroundings and an address near the Nariman Point business district. A few minutes away are the Gateway of India, Jehangir Art Gallery, St. Thomas Cathedral and the National Centre for the Performing Arts. Nearby Elephanta Caves is a World Heritage site.

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LAUNCH OF THE DOME, INTERCONTINENTAL, MARINE DRIVE

    

      The Intercontinental, Marine Drive

urgently called its General Manager,

Mr. Harry Thaliwal from Sydney, Australia in the fall of 2004 and gave him just a few months of meeting a threefold objective -

1. Increase the visibility of the brand,

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2. Attract the cream of Bombay society,3. Launch The Dome Bar and Grill immediately

  Harry called Nucleus and from there began a hectic 2 months. Advertising Strategy, positioning of The Dome,preparing for the launch parties - 2 of them, the invites, making teaser emailers, the final emailers, making of the menus, the posters, the PR strategy, the press invites and releases, et al. Add to this, the restaurant- RG's Kitchen and the Czar Bar also were to be simultaneously promoted. We had the most fun in getting a Polaroid Camera and a cameraman. The Nucleus team was right there with the entire team of the Intercontinental, Marine Drive. Harry knew what he wanted and we delivered.  The party was by Mr. Ravi Ghai, Intercontinental, Marine Drive. And the bigwigs of Bombay turned up to celebrate. From business tycoons to page 3 socialites, from retired commissioners to consul-generals. It gladdens us to see the

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Intercontinental taking a pride of place in Bombay's life. Truly, a jewel in the crown of Marine Drive

The InterContinental Marine Drive is a luxury property which overlooks the Arabian Sea, approximately a mile from downtown Mumbai, 17 miles from both Mumbai International Airport and Saha International Airport, and 14 miles from Santa Cruz Domestic Airport. Local attractions include the Gateway of India, Prince of Wales Museum, Elephanta Island, and Haji Ali Mosque.

Hotel amenities include 24-hour room service, 24-hour butler service, complimentary local area shuttle, 24-hour concierge, babysitting, laundry/dry cleaning, currency exchange, newsstand, safe deposit box, secretarial services, and shoeshine, fax/photocopying services, and business center. Guests may also enjoy the rooftop outdoor pool and fitness center. Onsite drinks and dining are available at RG's Kitchen, Dome, Czar, and The

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Lounge.

Guest rooms feature bathrobes, CD players, satellite/cable TVs, DVD players, hairdryers, high-speed Internet access, refrigerators with icemaker, in-room movies, in-room safes, individual climate controls, irons, ironing boards, mini-bars, dual-line telephones, voicemail, bathroom scales, sound systems, trouser presses, VCRs, and work desks with lamps.

Hotel Details 59 Rooms / 8 Floors Built in 2003 Babysitting or Child Care Multi-lingual Staff Car Rental Common Area High speed Access

Photocopy Service Meeting Facilities Administrative Services Concierge Services Business Center

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Currency Exchange

Fax (For Guests) Laundry Room Concierge/ Club Floor Room Service Restaurant in Hotel

Description

Intercontinental Marine Drive Mumbai is distinguished by sweeping sea views, intimate surroundings and an address near the Nariman Point business district. A few minutes away are the Gateway of India, Jehangir Art Gallery, St. Thomas Cathedral and the National Centre for the Performing Arts. Nearby Elephanta Caves is a World Heritage site.

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Amenities

•   Air Conditioned

•   AM-FM Alarm Clock

•   Babysitting-child Services

•   Bar-lounge

•   Bath Tub

•   Porters

•   Bathroom Telephone

•   Business Center

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•   CD Player

•   Cellular Telephone Rental

•   Coffee Maker in Room

•   Concierge Desk

•   Connecting Rooms

•   Copy Service

•   Cribs Available

•   City Center

•   Currency Exchange

•   Twenty Four Hour Front Desk

•   Desk with Lamp

•   DVD Player

•   Email Service

•   Executive Level

•   FAX

•   Fire Alarm with Light

•   Florist

•   Golf

•   Exercise Gym

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•   Hairdryers Available

•   High Speed Internet Access

•   Internet Access

•   Iron

•   Guest Laundromat

•   Lounge

•   Mini Bar

•   Modem Lines in Room

•   In Room Movies

•   Multilingual

•   Free Newspaper

•   Public Address System

•   Phone with Speaker

•   Pool

•   Indoor Pool

•   Outdoor Pool

•   Parking

•   Valet Parking

•   Radio

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•   Refrigerator

•   Restaurant

•   Rollaway Beds

•   Room Service

•   Twenty Four Hour Room Service

•   Safe Deposit Box

•   Safe

•   Secretarial Service

•   Security

•   Sprinklers in Rooms

•   Trouser Press

•   Turndown Service

•   Television with Cable

•   TV Remote Control

•   Satellite TV

•   Laundry-valet Services

•   VCR

•   Wake-up Service

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INFORMATION

Check In/Out Check-In Time 02:00 PM

Check-Out Time 12:00 PM Late Check-Out Available

Location Hotel is located Downtown

Closest City: MUMBAI Distance from Hotel: 1.6 KM

Local Time 18:11 GMT +0330

Facility 6 Floor(s)

57 Guest Room(s)

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11 Suite(s) 51 Single-Bedded Room(s) 7 Double-Bedded Room(s) 10 Non-Smoking Room(s)

Internet Access Wireless Data Connection

* Initial Fee: Rs.350.00  (INR)   Service Provider: Hotel

Languages Spoken by StaffEnglish, Hindi

Parking Car Parking Available Valet Parking Available

Parking Area Equipped with Lights

Currency

INDIA RUPEE Rs. (INR)

Currency Converter

Accessibility Service Animals Allowed

1 Room(s) with Accessibility Standards Parking

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Hotel Intercontinental Marine Drive, Mumbai

Category: 5 Star Deluxe

Address:135 Marine Drive, Mumbai, 400020 India

Accessibility:27 kms From Airport, 1 kms from Railway Station

Location Advantage:Hotel Intercontinental Marine Drive is located close to Gateway of India

Hotel Description:Intercontinental Marine Drive hotel is a very strategically located hotel as it is close to the heart of India's commercial capital and is also in close proximity to the central business district and many of the major sightseeing

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attractions that Mumbai has to offer. Hotel offers a great opportunity for the food lovers to enjoy the great cuisines offered by the hotel. One of the best luxurious hotel of Mumbai the hotel also have great conference and banquet facilities to offer.

Accommodation at Hotel Intercontinental Marine Drive, Mumbai:Hotel overlooks the Arabian Sea and is one of the major boutique style hotels of Mumbai. The over sized room’s promises guests the pleasure of stay at a InterContinental hotel. The dream location offered by the hotel overlooking the ocean and on one of the most major tourist spot of Mumbai makes it the first choice of guests.

Amenities & Services at Hotel InterContinental Marine Drive, Mumbai:Safety Deposit Box, Secretarial Services, Shoe Shine, Turndown Service, Wake Up Calls, 24-hour personalized butler service, Business Center, Copying Service, Courier Service, E-mail & Internet Service, Mobile Phone Rental, PC Service, Complimentary Parking, 24 Hour Room Service, A/C Public Areas, Baby-Sitting, Concierge Services , Dry Cleaning/Laundry, Express Check-in/Check-out, Foreign Currency Exchange, Newsstand, On-site Guest Laundry Facilities, Porter, Public Transportation Within Walking Distance.

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Fast FactsCountry India State Maharashtra City Mumbai District - Location135 Marine Drive,

Mumbai-400020 Rooms 58

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Introduction to Intercontinental Marine Drive MumbaiLocated in the heart of the business center of Mumbai, the Intercontinental Marine Drive is one of the excellent five star hotels in Mumbai. Situated on the sandy shores of the Arabian Sea, the Intercontinental Marine Drive Mumbai is the perfect luxury destination for all the business and leisure tourists. Revel in the luxury of the well equipped rooms with elegant décor, taste the best of multi-cuisine delicacies and avail the excellent business amenities in the Intercontinental Marine Drive Mumbai.

Accommodation at Intercontinental Marine Drive Mumbai

One of the finest luxury hotels in Mumbai, the Intercontinental Marine Drive Mumbai offers 58 well

appointed rooms. Enjoy your stay in the deluxe rooms or the luxury suites of the lavish Intercontinental Marine

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Drive Mumbai. The lavishly designed rooms are spacious and quite well equipped. These rooms in Intercontinental Marine Drive Mumbai are the ideal comfort zones for the tourists. One of the boutique resorts in Mumbai, this hotel is centrally air-conditioned and the rooms bear the touch of elegance, class, luxury and warmth. Get an excellent view of the Arabian Sea from the rooms of Intercontinental Marine Drive Mumbai.

Room Facilities

Hairdryer

24-hour room service

Coffee maker

Dual line phones

Voicemail

Data port

In-room safe

Marble bath

Iron board

Mini bar

Cable/satellite TV channels

Speakerphone

High-speed Internet access

Morning newspaper

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FOOD & BEVERAGE

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My food & beverage service department was started by the restaurant name “DOME” the terrace sky bar. It has won the award of most romantic bar in the world. It ranks 14th in the terrace sky bar in Asia. When I entered dome the first place which came before my eyes was the back area, where I saw people working. I knew that I have to start my training from this place. The restaurant was divided into 5 parts : Section 1, section 2, roudge bar, pool deck and dispense bar is the back area of the restaurant. Where on the one side refrigerator containing beers, wines, shampagnes, soft drinks, etc were kept. The bar started from 5.30pm in the evening. The first work which I started was cutting the garnish for the drinks, i.e. lemon wedges, lemon slice, small triangle pieces of pineapple, slice of orange

. The removing of lime juice by squeezing lemon for making cocktail. Then wiping of glasses and cutleries. The bar closes at 1.30am, then the closing of the restaurant starts. The closing contains wiping and taking glasses in

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the roudge bar for striking. All the things in the restaurant are clean and kept in the roudge bar, i.e. it include wine chillers, ash trays, ice buckets, taking out the garnish from the garnish tray and cleaning it, mixer pan, etc. taking in the boxes which were kept out in the back area as the excess. Striking of beers, wines, soft drinks in the refrigerator which are shortage. Cleaning the clips bowls and monkey bowls and keeping it in the cupboard near back area including cutleries & cruet sets.

There were 2 shift at the restaurants . one is the afternoon shift which starts from 3pm to 12.30am, and evening shift :i.e. 5pm to 4am. The afternoon shift will do the opening of the restaurant and the evening shift will do the closing of the restaurant. In the weekends i.e. Friday and Saturday. The shift starts 15mins early: i.e. afternoon 2.45pm and evening 4.45pm as this 2days were busy days. Training also conducted for staff regarding the wines, upsellings, etc. after briefing putting the ice in all the sections as operation starts and pick up the dips of the food : i.e. yogurt chutney and mint chutney for Indian food. Fresh cream from bakery for making cocktails and moktails. Bringing up the napkins and folding it as per their size: i.e. dinner napkin-book fold and cocktail napkin-tent fold. Then bringing fresh juices: i.e. sweet lime in watermelon. Giving the requirement from dispense bar: i.e. beer, beer glass, energy drink, sparkling wine, wine, etc.

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In the restaurant was multi cuisine, continental and Japanese food was the specialty no main course, no tea, no coffee, no desert is served. Only starters like continental, sushi, kebab etc were served. Main course in Italian food used to be served like pasta, pizza etc. filling the chips into the section as the guest is welcomed by giving him chips and napkin on his side, and giving him menu by opening first page of it. Doing the water service by asking the guest if he wants regular or mineral, chilled or normal water. Holding the tip of the glass and serving it by showing the brand name and the temperature. Clearing the roudge bar in the afternoon shift means getting the excess item out like tonic water, soda, beer, mineral water etc. getting the wine chillers and dividing it in each section.

Taking the ice cambro and chips box out, ice bucket in each section. Placing the display keeping ash tray on each table, making the candles and placing it on the table according to the capacity of the table. Tissue box dividing in each section. Taking out the cutlery boxes and making division of cutlery and keeping it in each section. Taking out straw and chop sticks, dividing the salvers in each section.

The restaurant was run on the candle light. The procedure of making candle was, take a small glass, put half water and half oil and put a wick of a candle which floats on the oil then light it. Picking up the stores on Monday, Wednesday and Friday. It contains the stock which is less available and striking it in proper manner.

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Aligning the table. Bringing the ice from ice machine from cambro and put it in the roudge bar as and when required. Picking up the order from the roudge bar, handling the section greeting and welcoming the guests. setting the covers for the food: i.e. quarter plate, folk and knife on the right side. Doing the drinks service: i.e. beers & water service . the beer service is done by putting the costar and then put glass on it and show the temperature and brand name of the beer, then pour it into the glass by taking glass into the hand by sliding it, sliding of glass is done so that the froth will not come

. Making the moktails like pinacolada. Putting the setup for the food according to the order. There were 3 setups :- sushi setup contains quarter plates with chopsticks and a small monkey ball on the right corner of the plate and the soya sauce in the short glass on the slide, pizza setup includes chili flakes, oregano and tobacco sauce in a quarter plate as a cover, normal setup includes folk knife and quarter plate as a cover. Serving whisky, vodka, jin, single molt, scotch by standard way asking the guest whether he would like to have small: i.e. 30ml, large: 60ml while taking the order. Bringing the order whether it is small or large in the glass as per the liquor on the salver ice bucket on the side and pre mixer that is it would be coke, water or tonic etc. asking the guest how much ice and pre mixer he would like to prefer. Serving of cocktail and mock tail from salver to the table. Serving cigarette by giving the cigarette packet and company match box with it. Clearing the ash tray by putting one ash tray upside down and clearing it and putting the clean ash tray

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Dining at Intercontinental Marine Drive Mumbai Intercontinental Marine Drive Mumbai is the ideal place for all the foodies. From Continental to the exotic Indian, the Intercontinental Marine Drive Mumbai is one of the ideal places to taste the flavors of the world. There is a well stocked bar for the connoisseurs.

Kebab Corner: For the best of Indian delicacies Corleone: The name truly states this is the heaven

for Italian dishes Kho: Restaurant Dome: Roof Top Cocktail Lounge

Other Facilities at Intercontinental Marine Drive MumbaiFor all you corporate travelers and business tourists, Intercontinental Marine Drive Mumbai is the perfect destination for your business meets and events. The Meeting room is open for 24 hours. The meeting rooms are equipped with the state of the art conferencing facilities. The largest room can accommodate around 100 people.

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After a hectic schedule, guests can indulge in some recreation facilities like:

Swimming Pool Exercise Studio

Besides this there are other facilities like the:

Concierge

Airport Transfers

Valet

Multi Lingual Staff

Baby Sitting

Currency Exchange

Parking Facilities

Laundry

Medical Facilities

Internet

Travel Desk

Description InterContinental Marine Drive Mumbai is distinguished by sweeping sea views, intimate surroundings and an address near the Nariman Point business district. A few minutes away are the Gateway of India, Jehangir Art Gallery, St. Thomas Cathedral and the National Centre for the Performing Arts. Nearby Elephanta Caves is a World

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Heritage site.

Intercontinental Location. Set in one of the world's most populous cities formerly called Bombay, the InterContinental Marine Drive-Mumbai is 1. 6 kilometers (one mile) from Mumbai city center, two kilometers (1. 2 miles) from the Prince of Wales Museum and 27 kilometers (16. 8 miles) from the Chhatrapati Shivaji International Airport. The hotel is near the Back Bay leading out to the Arabian Sea. Hotel Features. Built in 2003, the InterContinental Marine Drive-Mumbai offers a fitness center, massage facilities and beauty and hair salons. The hotel also features an outdoor sea- view swimming pool furnished with plush lounge chaises and bright, oversized pillows. For dining options, there are three restaurants serving local and international fare. Kebab Korner is located on the first floor and serves northern Indian recipes featuring meat and vegetable kebabs as well as various other dishes. Corleone is also located on the first floor but serves Sicilian and Italian cuisine paired with a view of the Arabian Sea. Featured dishes include hand-tossed pizzas, calzones, pastas and risottos. Vegetarian dishes are also offered at both restaurants. On the roof of the hotel, Dome serves a diverse menu of international cuisine and a panoramic view of the surrounding coastal cityscape.

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The hotel also provides a business center with high-speed Internet access, wireless data connection, mobile phone rental, copying and printing facilities. Pets are not allowed on this property. Guestrooms. The InterContinental Marine Drive-Mumbai's 57 guestrooms offer cable television, individually-controlled air conditioning and complimentary daily newspaper delivery. Styled in warm, earthy hues and rich, dark woods, rooms also have CD and DVD players, stereo systems, coffeemakers, minibars and desks. Additional amenities include direct-dial phones with voice mail, in-room safes and fax machines. Rooms also feature private bathrooms with bathrobes, bathtubs and scales. Expert Tip. Mani Bhavan, Mahatma Gandhi's place of residence between 1917 and 1934, is located approximately eight kilometers (five miles) from the InterContinental Marine Drive- Mumbai. This mansion contains a reference library and a photographic exhibition

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RESTAURANTS & BARSKebab Korner serves North Indian fare from generations-

old recipes, and Corleoné is our home-style Italian restaurant. Czar and the rooftop Dome are chic cocktail

spots.

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MORE

AMENITIES & SERVICESYou’ll have access to the fitness centre 24 hours a day so you can work out on the treadmills, bikes and arc trainer on your own, or enlist the services of a personal trainer.

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Dome

open air international cuisine rooftop restaurant.

Location:  In Hotel - Rooftop Services:  Dinner

DOME

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Few places are more romantic than a rooftop sky bar overlooking the sea and the twinkling lights of the city below. Dome, located on the hotel’s 8th floor, captures the mood with an informal, open-air lounge and terrace restaurant offering a selection of international grilled items, cocktails, premium wines and cigars. Soft light streaming through the dome’s glass adds a warm glow. Czar has all the elements of a quintessential vodka lounge: shimmering drapes, comfortable seating, live music and a vast selection of international vodkas. Hotel guests and locals gather after work, before dinner and to end the evening with house specialties such as flavoured caipiroskas (a Brazilian cocktail made with vodka, lime juice and sugar), creative martinis and premium wines, spirits and liqueurs. Music from the 80s and 90s gets you in the party spirit early and India’s best-known deejay keeps things going into the night.

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Corleone

Master chef Dario Dezio brings home-style Sicilian and Italian cuisine to Mumbai in Corleone, a striking restaurant overlooking the Arabian Sea. The finest cheeses and meats flown in regularly from Italy and Sicily are combined

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with herbs from our own garden to create pastas, risottos, gourmet entrées and hand-tossed pizzas and calzones. There’s also a nice selection of antipasti, soups, salads, entrées and pastas for guests who prefer vegetarian fare.

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Kebab Korner

The recipes may be generations-old, but the ambiance and service in Kebab Korner is refreshingly up to date. Lunch and dinner menus showcase award-winning, North Indian dishes made with traditional cooking methods, subtle spices and a dash of contemporary flair. Meats and kebabs are complemented by a delectable selection of vegetarian choices served in a comfortable setting overlooking the bay.

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.KITCHEN

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KITCHEN DEPARTMENT

I have done another training department that which was in the kitchen. In the kitchen department I was working under the garde manger we should make here the different types of salads and fruit cuts as I was working under chef were we should do our duty during the night shift. He taught me the different type’s of cuts of a fruit how to do the carving of it. Making a smoothie was so wonderful that I loved it taste so much I can’t forget it. It was made by curd taking the curd putting it into the muslin cloth and tying it properly because getting the water soaked properly. After soaking the water from the muslin cloth removing the curd into a round vessel mixing it with a coconut powder and sugar stirring it properly so that the coconut powder and sugar get mixed properly. After getting the taste we should give a flavoring agent to it putting some orange flavor or a black current in it so that the taste of a smoothie gets a good flavoring taste to it. We should do all this for the morning breakfast for our guest were it includes juices, lassi, smoothies, fruit cuts etc. Our chef was very nice with us if any thing goes wrong he would say make that dish once again till u get it properly just keep on trying. Here also I learnt some different thing which I haven’t seen before.

It was a great experience in my training carrier and a memorable movement in my life which I can’t forget. I got a great knowledge of the services as well as all the entire department of our hotel. Here I have seen a great team work and hotel specially focuses on the development of high level

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knowledge and practices in addition to the development of industrial skills

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F & B PRODUCTION DEPARTMENT

The miss en place of the kitchen is made by each and every outlet by themselves except coffee shop.All the different types of vegetables, fruits, dairy product, meats etc are received by the Executive Sous chef himself.Cold store is the ideal place where the whole miss en place for every function is kept.Commissary also has a butchery attached where all the different meat, sea food etc is received and then cut according to the standard policy of the hotel and sent to the entire kitchen for the regular use.

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INDIAN KITCHEN (TANDOOR)

The main kitchen is located on the ground level. The Tandoor section comes under Indian Section. It is situated total separately from the Indian kitchen. The work flow of the Tandoor section changes as per the functions of the day. Daily store pick up is done to meet the requirement of the day. Double store pick up is done on Saturday because store remains close on Sunday. Even butchery pick up is done on daily basis. Dough is kneaded and kept in walk in as stock for next day. Each day, dough balls are made and are clean wrapped and is kept in the walk in, it is removed and used as and when required. Salads are made and kept to meet the requirements as they are served along with ala – carte orders. There are different types of salads that are given out for different orders. Mis en place is done one day prior by keeping in mind the requirement of functions for the next day. Butchery pickup and stock pick up is done as and when required. Marination of the products is done one day prior of the function and is kept in walk in or in fridge. For dry yoghurt, the yoghurt is kept hung in muslin cloth so that all its water is drained out and then it is used in marination process. Red chilly paste is always used in making marination for red colour to Tandoor items, for green colour green chilly paste is used and to give colour in marination only pure yoghurt is used.

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Stock is also maintained keeping in mind the ala – carte orders that comes from the restaurants. The chef forecasts the requirement that can be possible for the next day’s ala – carte order.

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SPECIAL OBSERVATIONS

The work area is kept always clean and free of equipment so that it can be used when any order comes or in times when there is chaos in the hotel with respect to banquet functions as well as ala – carte orders that comes from the restaurants. As soon as the work on the working table is finished the working table is cleaned and cleared. Main kitchen store was fumigated on every Wednesday. The store was made entirely empty for fumigation process. The process takes requires one whole day for fumigation. Chemical is sprinkled and kept for at least 2 – 3 hours and then the store is cleaned manually by the Kitchen Stewarding Department. After the cleaning is done the store is then again kept in proper order. There are different shelves for keeping different food items.

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BUTCHERY SECTION

Butchery kitchen is situated on upper basement level along with the garde manger, pastry, bakery, fruit section and stores. The function and work of butchery depends upon the requisition given by other kitchen sections. Butchery pick up is done on daily basis early in the morning. There is a separate walk-in for butchery as well as deep freezer. On Saturday the butchery pick – up is done double as the supplier does not comes on Sunday. As soon as the butchery pick – up is done by the butcher, it is then brought to butchery kitchen and the work is started keeping in mind the requisitions given by other kitchen sections. When the chicken pieces come it is opened from the packets and is washed slightly. After washing all the pieces the chicken is the kept on the table an there it is ct into pieces like chicken tikka, chicken supreme, chicken minced, chicken staff (for staff kitchen) etc. and then it is weighed over weighing scale. After its weight is done it is then kept in packets with giving them labels with such details such as name of the cut, weight, date and even for which kitchen section (if it is kept in stock then name of the kitchen section is not written). Mutton kid leg is ordered for mutton requirement. After the mutton is picked up it is then slightly rinsed with water and then it is kept on the table for de – skinning, after the de – skinning is done the mutton is then de – boned and kept on the table to make mutton pieces such as mutton boti,

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mutton staff (for staff kitchen), mutton minced etc. Mutton once complete with the cutting part is then kept in packets and then it is weighed and tagged as it is done for chicken. Beef comes in special packets and it is ordered and used on requisitions only. Fish once comes is rinsed against water and is kept on the table after which it is used as per the requisition. Fish is used as fish fingers, fish tikka, fish fillet etc. Accordingly fish is kept in packets and weighed and then it is tagged and kept in the walk – in.

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SPECIAL OBSERVATIONS There are different chopping boards in kitchen for cutting different food stuffs such as

Red colour – for muttonYellow colour – for chickenBlue colour – for sea foodBrown colour – for red meat (beef)

There were different knives used for different types of cutting. Fumigation is done only on Sunday. On that day the butchery remained closed for whole day as the whole butchery was fumigated. Sunday’s requisition was taken one day prior on Saturday and the work was also finished on the very same day. The whole butchery including both walk – in as well as deep freezer was also fumigated. Walk – in have different racks for different kitchens example, there were three main kitchens for which it had different racks such as Indian section, Chinese section and Continental section. The butchery as per the requisition given is done and kept in the respected racks.On fumigation day one chef from each section was called to clean its respective rack. The deep freezer was only used to keep the stock that is left after the requisition is completed as per the request. There were three segments of racks; one segment was completely used for keeping poultry meat, one was used for meat (mutton, beef, pork etc) and one segment was completely used for keeping sea foods such as fishes of different kinds, prawns tagged as A, B and C (depending upon their size where A is for the biggest sized prawns), lobsters, crabs, squids etc. There were different baskets tagged to keep different

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types of meat and cuts in each section. In meat segment there were baskets which were tagged as mutton boti, mutton staff, mutton minced, beef, beef tenderloin etc. whereas in poultry section there were baskets tagged as chicken breast boneless, chicken tikka, whole chicken, chicken supreme, turkey, whole turkey, chicken lollypop, chicken staff, whole duck etc. and it was same for the sea food section like fish tikka, fish fillet, fish fingers, fish supreme, prawns A, B and C grade, squids, lobsters, crabs, whole pomfret, pomfret fillet etc.

High standard of hygiene was maintained by all section in the kitchen.

All the work area was washed at once as soon as the work gets over.

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HOUSE KEEPING

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The department which takes care of cleanliness and maintenance of the hotel. There were three shifts in the department: i.e. morning shift 7am to 4 pm, afternoon shift 2pm to 11pm and night shift 11pm to 7am. The floors were divided to the different housekeeping attendant. Setting the trolley then starting to clear the room from vacant room or departure. Remove the turn down service: i.e. remove the fold, keep the pillow straight, remove the foot mat. Dusting the room, dusting the writing table, mirrors, lamps, drawers etc. in occupied room making bed, dusting and checking guest supplies. Cleaning the pantry, taking garbage out and soiled linen.

There are three drawers in the trolley : 1st drawer stationary e.g.: pen, pencil, letter head, envelop etc. 2nd drawer guest supplies : i.e. bathroom supplies(shampoo, conditioner, soap etc) tea and coffee sashay 3rd drawer cleaning liquids e.g.: (R3 glass cleaning, R1 marble cleaning, D7 steel cleaning, R5 room freshener, snapback wooden floor shiner).

In departure room checking the room whether any things are left from the guest. Collecting the garbage at one side, making the bed (removing the soil linen of the bed), put the bed sheet, give the fold from all the corners, put the dua cover give the fold outside from up and inside from down. Put pillow cover and put standing horizontal from the head. Dusting the room and checking the supply, putting the supply which is shortage, vacuuming the room, putting snap back and polishing the wooden floor, cleaning

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the pantry. Taking the soil linen in the linen room and the garbage where all the garbage is collected near time office putting the new garbage bag in garbage bin. Making the gsts according the room number(guest feed back card).

Starting with the public area. Cleaning doom restaurant, putting the covers of the chairs and sofas. Thorough sweeping and moping, whipping of tables. Extra cleaning at floors, dusting the floors(equipments which at the display of the floor), dusting the lift lobby, vacuuming of floors putting freshener powder on the carpet, giving the turndown service, it includes turning the bed, closing the curtains, putting the bath mat on the floor, putting on the lamp light if room is occupied on arrival, keeping the chocolate, remote of the television on the turned bed, keeping foot mat and slippers on it. Cleaning the kebab corner restaurant. Cleaning the base of the table. Sliders of window glasses. Sweeping and moping the floor of the restaurant.

Checking washroom of the lobby level whether the washroom is wet of any tissue paper used by the guest is throw out of the dustbin, emptying the dustbin. Extra cleaning at the guestroom, under bed cleaning(picking the bed pulling front and putting on the table, getting the area under the bed clean and vacuum). Putting gsts card to the occupied room.

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“In the middle of every difficulty lies opportunity.” Said by

Albert Einstein

This report has enabled me to put forth the idea of

my training and the experiences, knowledge that I have

gained from this 6 months training. This report also

reveals out the responsibilities handed, difficulties took

place in the training period. This report reveals the quality

and standard of service and various other positive and

negative facts of a 5 star deluxe hotel. Training in deluxe

hotel ensured my perfection in work performance as and

when required in a professional way. It also demanded for

exceptional performances at times which would help me

for various career opportunities and job opportunities in

this industry.

Training transferred my linear role to multi-functional

operations. It gave me an idea as how to deal with the

situations that takes place in the hotel. Sometimes it is

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necessary to take the decisions very correct and in a

proper way at the time of chaos. Training helped me to

know the outer-view as well as the inner-view of the hotel

industry and this training was also a part of the research

on the hospitality industry for my future career guidance.

I worked with THE INTERCONTINENTAL, MARINE

DRIVE. Hotel THE INTERCONTINENTAL is one of the

leading 5 Star Boutique hotels in MUMBAI and it was pride

working with such an esteem hotel industry.

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HOUSEKEEPING DEPARTMENT

DEFINITION

The housekeeping department is an operational department in the hotel which is responsible for cleanliness, maintenance, upkeep and decor of guestrooms, public areas, and the surroundings.

LOCATION

The housekeeping department of The Hotel is located in the upper basement. The housekeeping desk is the nerve centre of the housekeeping department. The linen room is also at upper basement and even laundry is on the same floor just adjacent to the housekeeping control desk.

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HOUSEKEEPING MISSION STATEMENT

To provide world class levels of comfort & hospitality.

Being committed to anticipating & satisfying guest needs by consistently providing personalized efficient and friendly service with respect for privacy and security.

Superior amenities and ensuring highest standards of cleanliness, hygiene and maintenance.

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RESPONSBILITES

Each Room Attendant does 14 Rooms

(as per International Standards 2 Room Attendants to complete a room of 300 sq.ft within 18 minutes. Self Check Attendant 12 Rooms

- Marble Polishing

- Window Cleaning

- Carpet Shampooing

- Chandelier Cleaning

(All done In House)

SHIFT TIMINGS

Morning Shifts – 7:30 – 16:309:00 – 18:00

Afternoon Shift – 13:00 – 22:00

Evening Shift – 16:30 – 1:30

Night Shift – 22:30 – 7:30

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Procedure for cleaning a vacant room.

1) Ring the door bell, announce house keeping & wait for 15 seconds. If there is no answer ring the bell again, announce & wait for 10 seconds. If still no answer open the door with the section key enter the room and announce.

2) Put the door belt. Insert the key in the key slot & switch on the lights.

3) Open the curtains & switch off the extra lights that may have been switched on by the guest.

4) Remove the slippers from the mat & place it in the cane basket inside the closet.

5) Remove the breakfast card from the bed & place it in the drawer in the writing table.

6) Remove the bath robe from the bed & hang it on the hook using hanger. Tie it tightly.

7) Turn down the evening fold. Place the turn down tray on the bed in the drawer of

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the luggage rack.

8) Remove the remotes from the bed & place them next to the TV.

9) Extra cleaning of the day to be done.

10) Dust the room & make sure every corner is cleaned properly.

11) Vacuum the room if necessary.

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Bathroom

1) Fold the bath mats & place them on the bath tub in the prescribed manner.

2) Spot clean the bath tub wash basin and the fixtures.

3) Fold the bath towels & place them on the towel rack above the bath tub.

Procedure for cleaning an occupied room

1) Ring the door bell, announce house keeping & wait for 15 seconds. If there is no answer ring the bell again, announce & wait for 10 seconds. If still no Answer, open the door with the section key, enter the room and announce.

2) Put the door belt. Insert the key in the key slot & switch on the lights.

3) Open the curtains & switch off the extra lights that may have been switched on by the guest.

4) Remove all the garbage from the dust-bins. Remove empty bottles, papers etc.

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5) Remove the slippers.

6) Remove all the bed linen, bathrobe, dirty bathroom linen etc. & put it in the chute bag.

7) Check for stationeries pads & other necessary materials. Make a note of missing items.

8) Go to the pantry & get all the necessary materials.

9) Put the bed linen & make up the bed.

10) Place all the necessary material in its place.

Entire housekeeping dept involves following activities :

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Desk : 24hrs :extn 40 for guests for internal customers :2013

Laundry Desk:24hrs 50 for guests for internal 2014/2998

Linen/Uniform Room :6.30hrs to 00.00hrs extn:2983

Linen Exchange Timings: 7.00 to 8.00

14.00 to 15.15

11.00 to 11.45

Shoes Issue Timings: 14.00 to 17.00

Housekeeping Attendants floors and public area: 24 hrs

Florist & Gardner : 7:30 to 20:00 hrs

Pest Control: 24 hrs

Upholster: mostly in premises but available on call.

Lost and Found Section: 9.00to 18.00hrs for guest Answering of queries to

be addressed only by supervisors, who are manning the shift.

Flower: Colours – white and pale yellow, pale orange, peach etc. any other

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colour to inform in advance.

Baby sitting: advance notice of eight hours .children above three years and

below twelve years will be looked after. Charges 350/- per hour.

ITEMS AVAILABLE ON GUEST REQUEST:

Adaptor Chairs Ice bags

All out Cotton pillow Johnson baby soap

All out refill Double/single duvet

Koran

Baby crib Foam pillow Pears soap

Baby crib mattress Hot water bags Rollaway bed

Bath stool Double/single blanket

Teddy bear

Black & brown polish

Iron & Iron. Boards Scissors

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Black adaptor/Torches

Hair dryer

attachments

Sanitary napkins

Bottle warmer Feather pillow Prayer mat

Buckets/mug Extension board Nail cutter

OTHER BENEFITS INCLUDE:

• Chauffeured car transfers to and from the airport which is chargeable and even complimentary for different categories of rooms.

• Extensive Concierge services.• Information on local commerce, industry, banking and finance.

BED AND BATH LINEN IN ALL ROOMS

BED LINEN

Bed sheetsTwin Two Single bed sheetsDouble One Double bed sheetSingle One Single bed sheet

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DuvetTwin Two Single duvet coverDouble One Double duvet coverSingle One Single duvet cover

Pillow CoversTwin Two + Two Pillow covers (Two Pillow 1

head)Double Four Pillow Covers (Four Pillows)Single Two pillow covers (Two Pillows)

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Mattress Protector Twin One + One Mattress Protectors Double One Mattress Protector (double bedsize) Single One Single Mattress Protector Non allergic pillows and shams

Bath Linen Three Bath towels largeTwo hand towels Four Face Towels Two bathmatsOne bathrobe (Two if the room is on double occupancy)

In Room Amenities Writing Desk Guest Comment Cards Two Notepads with pencils Two Telephones Tea coffee mug and tray Two tea and coffee cup and saucers with

two tea spoons 2 Lamps on writing table and one on bed

side table 2 water bottles in room and 2 water bottles

in bathroom

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2 water glasses on bedside table and 2 water glasses in bathroom

Metal dustbin with disposable bin liner A night lamp next to the writing table Fruit basket (complimentary)

In the Drawer Welcome note, Hotel facilities Menu Card (Room Service) Letterheads (4 Nos.) Envelopes (4 Nos.) Post cards (3 Nos.) Fax Papers (4 Nos.)

Bedside Table

Room Service Door Menu Espirite menu card Phone Ashtray with match box (in case of smoking

rooms) Notepad with pencil There are two bedside lamps on any one side

and reading lights

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Magazines are kept on the shelf of the bedside table

Newspapers are kept on the shelf of cocktail table

Next to the bed on the window side is a single sofa and

ottoman with a cocktail table Fruit basket is kept on the cocktail table

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WARDROBE:

Two coat hangers

Three shirt hangers

Three female hangers

One metal safe box

Two laundry bags

Three laundry lists

One coat brush

One shoe wearing stick

One shoe shine

One shoe sac

One sewing kit

One pair of bathroom slippers

Note: The above mentioned items are kept in double quantity if there is double occupancy

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BEHIND THE DOOR

Make up room

Do Not Disturb

Room under Maintenance

Fire exit map

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ROOM CLEANING PROCEDURE

Keep the door open after entering the rooms placing the maid’s card outside.

Draw curtains to let sunlight in, switch off any extra lights.

Collect all the garbage and place it in the maids’ carts.

Take out the dirty linen (strip the bed).

Call for room service clearance if any.

Take out soiled bathroom linen.

Make the bed. Place the pillows and chams.

Dust the room using glance, from one side of the door and finish to the other side taking a round of the room.

Dry the bathroom. Clean water closing using R6.

Clean the vanity counter.

Vacuum the room including the bathroom (take care of corners).

Replenish all supplies.

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Check the room if the room is well down to the standards.

Spray the Air Freshener

Ensure the door is closed before leaving the room

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FOR A DAY ROOM

Draw the sheer curtains.

Open the draperies on hand span.

Put fresh fruit basket.

Switch. on the pedestal lamp.

Light above the Minibar cabinet and the front door entrance light.

TURNDOWN SERVICE

Ring the bell 3 times.

If guest opens, offer him service.

If no one opens the door use the section key and open the door.

If the guest is inside offer him service.

If sleeping, do not disturb the guest.

If the guest decline, do not force on him and ask for any other time to service the room.

DO NOT DISTURB

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Guestrooms with the Do Not Disturb sign on signify that guest of that room does not wish to be disturbed, the guest request is honored and the room is not disturbed or entered at any point unless instructed otherwise.

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EVENING SHIFT

Housekeeping supervisor on shift will take all reading of DND rooms from the logbook, along with Deceive messages, and brief the attendant’s accordingly.All morning DND, can be serviced whenever the sign removed incase a morning DND room continues to a DND in the Evening shift also, the Attendant would inform the Assistant manager by 21:00 hrs., who would prepare a DND report and send it across to the Duty Manager to follow up.

THE CHEMICALS USED IN PUBLIC AREAS AND GUEST - ROOMS FOR CLEANING PURPOSE

R - 1 = Bathroom Cleaner R - 2 = Marble Cleaner, Granite ClearerR - 3 = Glass CleanerR - 4 = Furniture MaintainerR - 5 = Air FreshenerR - 6 = Toilet Bowls Cleaner TR – 101 = Carpet ShampooStride = All floor cleaner

Bathroom Cleaner – Acid Base

(Not to be used on Marble)

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Hard – Water acid formula quickly and easily removes hard water deposits Soap Scum and other Bathroom soils.It has Fresh Lemon Scent.

Marble safe Bathroom Cleaner

Neutral, high foaming formula, for use on marble, soft metals and other delicate surfaces.Quickly removes soils typically found in bathrooms. It has Pleasant Clean fragrance.

Glass Cleaner

Quick, drying and streak free glass cleaner.It removes smoke film, hair spray and greasy soils for sparkling resultsIt contains ammonia Order Counteract antEffective Counteract ant for any washable surfaces where odors may be prevalentExcellent elimination of airborne odors such as smoke.

Air – Fresheners

Highly effective Air-Freshners counteract and eliminate a wide range of odors including smoke,

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mildew and urine, Leavers a pleasant fragrance for up to ten hours.Available in Lemon, Garden Potpourri and Forest Fresh Scents.

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OTHERE DEPARTMENTS

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SALES & MARKETING DEPARTMENT

Sales & Marketing department in a hotel deals with the selling and upselling of the hotel. It means selling the hotel as well as marketing the hotel by promotions, pamphlets, brochures etc. Sales executives during day time go to different areas to meet the cream people of that area they take a small amount of time from them and try to sell the hotel to them introducing them the hotels pleasure factor and what all benefits they can get such as discounts, complimentary etc.After meeting an individual the sales executive collects his/her visiting card so that he can again get in touch with the very same individual as and when required. After collecting the visiting cards, database is made from them including all the relevant facts such as first name, last name, e – mail id, phone number, mobile number, fax number, designation, company name and address (if required).

If a call comes in the department regarding booking of rooms, the guests details such as name, mobile number, company name, date of arrival, days to stay, type of room he is searching for are taken and then he/she is being told the room type, availability of room and tariff of the room. If the guest refuses to book a

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room then the guest is given special discounts so that the guest may confirm the booking, after the guest confirms the booking all the other necessary details are taken such as credit number for confirmation, an e – mail regarding the same, method of payment, fax number so that the contract is faxed to the guest etc.

Tele – calling is done from the department to the guests using the database that has been made through the help of visiting cards that are collected by the sales executives. Tele – calling is a procedure in which u call the guest, follow the etiquettes of telephone (greet the guest by the time of the day, tell your name, name of the hotel and then the topic on which u need to discuss) and tell the guest if the hotel has come up with some new offers for which the guest can avail of. The guest is informed about all the offers that are presently being offered by the hotel. The guest is then asked for any booking that should be done and he is sent an e – mail of the same.After the tele – calling is done a report is made in which all the details are reported like name of the guest, contact number, fax number, e – mail id and then comments like what the guest has asked for.

Everyday morning a meeting is conducted in which every one discusses the previous day work so that everyone learns about what is happening in the hotel’s sales & marketing department.And in the evening before the shift ends there is a training session within the department in which the

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staff teaches each other new, improved and more efficient way to deal with customers.

A weekly sales report is given to the department head by every staff member in which they make a report of their weekly progress.

Human resource department

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Hotel being a service industry are essentially

labour oriented.  In this age of automation, while other

industries have been able to cut down on staff cost,

the hotel industry can ill afford to do it.  In spite of

hotels benefiting a great deal from the advance in

equipment are technology, the type and level of

service which is promised to the guest will still

demands a high utilization of labour.. Besides, Indian

hotels provide personalized service like shoe shine

and laundry.  In advanced countries they have cut

down on labour cost considerably. 

  The Personnel Department is responsible for

staff selection, training, salary, and other employee

related issues. 

The staffs have privilege of five types of leaves:- 

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Casual

Privilege

Festival

Medical

Earned

Other  Departments

Engineering Department 

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This Department generally coordinates with the

house keeping Department and keep the hotel

functioning properly from the Engineering side. There

are   total of 21 staff working here. 

Accounts Department 

It is situated in the basement of the hotel.  It plays a crucial role in maintaining revenue and official work for the government formalities.  

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MINIBAR

ELECTROLUX

Minibar list in a bill folder.

Two high ball glasses

Two rock glasses

Two tom Collin glasses

Two stirrer sticks

One bottle opener and one wine opener

CONTENT OF MINIBAR:

There are total 10 items

Two Kinley Soda

Two 300ml coke bottles

Two Diet coke Tin Cans

Two mineral water bottles

One pack each of roasted almonds & cashew

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nuts

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ABOUT MY TRAINING

Starting from the beginning when I started through my college I studied then I heard about 6month training which we have to do so from at that time I started preparing for my interviews and after few days I heard about interview of INTERCONTINENTAL the hotel members who take interview they themselves came to the college to take our interview then I met the training manager who took our interview she was very nice and intelligent she gave the confident while taking the interview I was not scared She asked my name without any scaring I said my name to her and then she asked me which department would u like I mean the area of interest I said kitchen the food production department she said that can u work in cafeteria will make food for the staff I said yes that’s it she nothing else asked meFor the interview the students where preparing lots of things like f&b service f&b production ever thing about that they where revising I had also revised my technical terms but I was my good luck that she did not asked the technical or the other related topics to me And then after few days I heard that I have got selected in INTERCONTINENTAL MARINE DRIVE and then after that I started my training in kitchen department only

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I have learnt a lots of things from my colleagues i.e. ITM-IHM my teachers taught me very well they taught us theoretical knowledge as well as practical .they taught us how to groom our self in a proper manner

I punctualityTime management is very important thing in hotel industry you know the value of time you should be punctual all time you should report your duty at time u have been given

II personalityThe person with good human being well groomed well talking good way of standing every thing matters a lot the personality know while talking to the guest the way you are talking to the guest how politely you are talking your movements every thing is counted

III personal hygieneThe main thing in the hotel industry there should be personal hygiene maintained by every one because we always get contact with the food items so we have to get cleaned ourselves very well we should take a bath every day wash your hand daily after any work wash your hand use mild perfume nails should be shot well trimmed ,hair should be small ,light make up for the girls don’t sneeze or blow your nose in front of the guest or in front of the food uniform should be crispshoes should be polished sahving should be done regularly if any cut is there bandaid should be placed

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IV knowledge of food and drink You will be working in the hotel industry in future, so you should have the complete knowledge about the food and drinks. If a work in the restaurant you can serve, or which drink you will offer to the guest, you should have the brief or a basic idea about the food and drinks. Then if the quest asking any question about the food then you will answer them in a proper manner.

V. Local Knowledge You should know the local information. If the guest asking you area or any panic spot or any market or any tourist place then you will give him all the necessary information. You have to guide the guest in proper manner.VI. Attitude towards guest The waiter should have a positive attitude towards guest. You have to interact with the guest in proper manner with positive attitude. You have to receive the guest with proper writing and a good smile or not argue with guest because guest is always right.

VII. Memory

The waiter should have good memory because it helps to remembering you the likes and dislikes of the guest. It helps us to knowing the regular guests name and other information.

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VIII. Honesty

Honesty can be in two ways, one the honesty or waiter in his dealing with customers and the will be with management. The mutual trust is very important particularly between waiter, guest and management. It encourages the efficiency and help to good will of the

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