COMPLETE PROJECT 3RD BHM.doc

UDAY SAMUDRA 2006-2007

ACKNOWLEDGEMENT

No book is the complete efert of its others own. While purchasing such a worth

while goal one comes across a number of persons whoes encouragement

selfless and timely help make him copmplete to achive the decide goal. A few

imporant personals have greatily contrebuted to this report during its course

and copmletion. I have great plusher in expresing my sincer thanks to all those.

Firstly and fore most I would like to offer my sincer thaanks to the persona;l

offiecer of hotel UDAY SAMUDRA for allowing me,guiding me and helping in

prepeation of this project.

I would likt offer my sincer thanks to our HOD Mr. RAJESH KUMAR for

helping providing necessary fecility during the course our project.

I woul like to offer my sincer thanks to our facuilty guid Mrs. RADHA for here

valuable and constant encourage ment during the course of my project.

ADMINISTRATIVE MANAGEMENT COLLEGE 1


DECLERATION

I ASHKAR A.U here by declares that the project report entitled

“OPERATIONAl ASPECTS OF STAR HOTELOPERATIONAl ASPECTS OF STAR HOTEL” submited in pravtical full filment

of the award of the degree of B H M.

The fidings in the report are based on the data collected by me and has not

been submited to the university of any other institute for the award of any other

degree

Date :________________ ASHKAR A U

Place:________________



PROJECT SYNOPSIS

This project is conducted to bring out the day to day operation carried out in the

hotel

This study includes the data and information collected from various sources.

Primary and secondary data was collected from interview and questionnarire

were as secondary from books, journels, brouchrs etc. after the collection of

related data, it has been put down in such a way so as to provide a copmlete

understanding of the operation of the hotel it also includes the study of the

operational difficulties and problems found in the main operational department.

Those have been analysed and posible solution brought out.

This project has a whole would enable not only a hotelier but also other under

the functions of the hotel. The front sence as well as the back stares

operational obstruction and hindrances faced by the hotel industry.

The hotel that was taken under study for the project was

“ HOTEL UDAY SAMUDRAHOTEL UDAY SAMUDRA”.

A detailed study of the entire main operational department was carried out.

ASHKAR A U

lllrd BHM



CHAPTER -1CHAPTER -1INTRODUCTION TOINTRODUCTION TO

TOURISM INDUSTRYTOURISM INDUSTRY

CHAPTER 1

INTRODUCTION TO TOURISM

Tourism has become Tourism is the act of travel for predominantly recreational

or leisure purposes, and also refers to the provision of services in support of


http://en.wikipedia.org/wiki/Leisure

http://en.wikipedia.org/wiki/Recreation

http://en.wikipedia.org/wiki/Travel


this act. According to the World Tourism Organization, tourists are people who

"travel to and stay in places outside their usual environment for not more than

one consecutive year for leisure, business and other purposes not related to the

exercise of an activity remunerated from within the place visited". The distance

between a place of origin and a tourism destination is immaterial to this

definition. an extremely popular, global activity. In 2004, there were over 763

million international tourist arrivals.

Tourism is vital for many countries, due to the income generated by the

consumption of goods and services by tourists, the taxes levied on businesses

in the tourism industry, and the opportunity for employment and economic

advancement by working in the industry. For these reasons NGOs and

government agencies may sometimes promote a specific region as a tourist

destination, and support the development of a tourism industry in that area.

. The terms tourism and tourist are sometimes used pejoratively to imply a

shallow interest in the cultures or locations visited by tourists. Definition,

classification and prerequisites

Hunziker and Krapf, in 1942, defined tourism as "the totality of the relationship

and phenomenon arising from the travel and stay of strangers, provided that the

stay does not imply the establishment of a permanent residence and is not


http://en.wikipedia.org/wiki/Travel

http://en.wikipedia.org/wiki/1942

http://en.wikipedia.org/wiki/Non-governmental_organization

http://en.wikipedia.org/wiki/World_Tourism_Organization


connected with a remunerative activities". In 1981 International Association of

Scientific Experts in Tourism defined Tourism in terms of particular activities

selected by choice and undertaken outside the home environment.

In 1981 International Association of Scientific Experts in Tourism defined

Tourism in terms of particular activities selected by choice and undertaken

outside the home environment.

Tourism may be classified as follows:

Inbound international tourism: Visits to a country by nonresident of that country

Outbound international tourism: Visits by the residents of a country to another

country

Internal tourism: Visits by residents of a country to their own

Domestic tourism: Inbound international tourism + internal tourism

National tourism: Internal tourists + outbound international tourism

History

In the course of the sixteenth century, it became fashionable in England to

undertake a Grand Tour. The sons of the nobility and gentry were sent upon an

extended tour of Europe as an educational experience. The eighteenth century

was the golden age of the Grand Tour, and many of the fashionable visitors

were painted at Rome by Pompeo Batoni. The modern equivalent of the Grand


http://en.wikipedia.org/wiki/Pompeo_Batoni

http://en.wikipedia.org/wiki/Gentry

http://en.wikipedia.org/wiki/Nobility

http://en.wikipedia.org/wiki/Grand_Tour

http://en.wikipedia.org/w/index.php?title=AIEST&action=edit






Tour is the phenomenon of the backpacker, although cultural holidays, such as

those offered by Swann-Hellenic, are also important

The terms tourist and tourism were first used as official terms in 1937 by the

League of Nations. Tourism was defined as people travelling abroad for periods

of over 24 hours.

Some English travellers, after visiting the warm lands of the south of Europe,

decided to stay there either for the cold season or for the rest of their lives.

Leisure travel was a British invention due to sociological factors. Britain was the

first European country to industrialize, and the industrial society was the first

society to offer time for leisure to a growing number of people. Initially, this did

not apply to the working masses, but rather to the owners of the machinery of

production, the economic oligarchy, the factory owners, and the traders. These

comprised the new middle class. Cox & Kings were the first official travel

company to be formed in 1758.

Winter sports were largely invented by the British leisured classes, initially at

the Swiss village of Zermatt (Valais), and St Moritz in 1864.

The first packaged winter sports holidays (vacations) followed in 1903, to

Adelboden, also in Switzerland.

Organized sport was well established in Britain before it reached other

countries. The vocabulary of sport bears witness to this: rugby, football, and

boxing all originated in Britain, and even Tennis, originally a French sport, was


http://en.wikipedia.org/wiki/Tennis

http://en.wikipedia.org/wiki/Boxing

http://en.wikipedia.org/wiki/Football_(soccer)

http://en.wikipedia.org/wiki/Rugby_football

http://en.wikipedia.org/wiki/Adelboden


http://en.wikipedia.org/wiki/Vacation


http://en.wikipedia.org/wiki/St_Moritz

http://en.wikipedia.org/wiki/Valais

http://en.wikipedia.org/wiki/Zermatt

http://en.wikipedia.org/wiki/Switzerland

http://en.wikipedia.org/wiki/Winter_sport

http://en.wikipedia.org/wiki/Cox_%26_Kings

http://en.wikipedia.org/wiki/Middle_class

http://en.wikipedia.org/wiki/Working_class

http://en.wikipedia.org/wiki/Industrial_Revolution

http://en.wikipedia.org/wiki/Sociology

http://en.wikipedia.org/wiki/United_Kingdom

http://en.wikipedia.org/wiki/League_of_Nations


http://en.wikipedia.org/wiki/Backpacker


formalized and codified by the British, who hosted the first national

championship in the nineteenth century, at Wimbledon. Winter sports were a

natural answer for a leisured class looking for amusement during the coldest

season.

International mass tourism

Increasing speed on railways meant that the tourist industry could develop

internationally.

To this may be added the development of sea travel. By 1901, the number of

people crossing the English Channel from England to France or Belgium had

passed 0.5 million per year. Shipping companies were anxious to fill cabin

space that was under utilised. For example, P&O found that the majority of their

passengers for India and the Far East joined the ship at Marseilles.

Consequently, they marketed holidays based upon sea trips from London to

Lisbon and Gibraltar. Other companies diverted their older ships to operate

cruises in the summer months.

However, the real age of international mass travel began with the growth of air

travel after World War Two. In the immediate post-war period, there was a

surplus of transport aircraft, such as the popular and reliable Douglas Dakota,

and a number of ex military pilots ready to fly them. They were available for


http://en.wikipedia.org/wiki/Douglas_Dakota

http://en.wikipedia.org/wiki/Cruises

http://en.wikipedia.org/wiki/Peninsular_and_Oriental_Steam_Navigation_Company

http://en.wikipedia.org/wiki/Belgium

http://en.wikipedia.org/wiki/France

http://en.wikipedia.org/wiki/English_Channel


http://en.wikipedia.org/wiki/Wimbledon_championships


charter flights, and tour operators began to use them for European destinations,

such as Paris and Ostend.

However it was with cheap air travel in combination with the package tour that

international mass tourism developed. The postwar introduction of an

international system of airline regulation was another important factor. The

bilateral agreements at the heart of the system fixed seat prices, and airlines

could not fill blocks of empty seats on underused flights by discounting. But if

they were purchased by a tour operater and hidden within the price of an

inclusive holiday package, it would be difficult to prove that discounting had

taken place - even though it was obvious that it had! This was the origin of the

modern mass package tour.

These developments coincided with a significant increase in the standard of

living in Britain. At the end of the 1950s, Harold Macmillan could say "you've

never had it so good."

Another significant development also happened at the end of this decade. The

devaluation of the Spanish peseta made Spain appear a particularly attractive

destination. The cheapness of the cost of living attracted increasing numbers of

visitors. Mass package tourism has at times been an exploitative process, in

which tour operators in a country with a high standard of living make use of

development opportunities and low operating costs in a country with a lower


http://en.wikipedia.org/wiki/Spain

http://en.wikipedia.org/wiki/Spanish_peseta

http://en.wikipedia.org/wiki/Harold_Macmillan

http://en.wikipedia.org/w/index.php?title=Airline_regulation&action=edit

http://en.wikipedia.org/wiki/Airliner

http://en.wikipedia.org/wiki/Charter_flights


standard of living. However, as witness the development of many tourist areas

in previously poor parts of the world, and the concomitant rise in standards of

living, when there is equality of bargaining power, both parties can gain

economic benefits from this arrangement.

Trends

The World Tourism Organization (UNWTO) forecasts that international

tourism will continue growing at the average annual rate of 4 % [2]. By 2020

Europe will remain the most popular destination, but its share will drop from 60

% in 1995 to 46 %. Long-haul will grow slightly faster than intraregional travel

and by 2020 its share will increase from 18 % in 1995 to 24 %.

Since e-commerce has taken off on the internet, tourism products have become

one of the most traded items on the net. Tourism products and services have

been made available on the net at bargain prices through intermediaries.

Tourism providers (hotels, airlines, etc.) have started to sell their services

through the Internet. This has put pressure on intermediaries from both the

virtual and the traditional brick and mortar stores.

Space tourism is expected to "take off" in the first quarter of the 21st century,

although compared with traditional destinations the number of tourists in orbit

will remain low until technologies such as a space elevator make space travel

cheap.


http://en.wikipedia.org/wiki/Space_elevator

http://en.wikipedia.org/wiki/21st_century

http://en.wikipedia.org/wiki/Space_tourism

http://en.wikipedia.org/wiki/Europe

http://www.world-tourism.org/market_research/facts/market_trends.htm

http://en.wikipedia.org/wiki/World_Tourism_Organization


Technological improvement is likely to make possible air-ship hotels, based

either on solar-powered airplanes or large dirigibles. Underwater hotels, such

as Hydropolis, expected to open in Dubai in 2006, will be built. On the ocean

tourists will be welcomed by ever larger cruise ships and perhaps floating cities.

Some futurists expect that movable hotel "pods" will be created that could be

temporarily erected anywhere on the planet, where building a permanent resort

would be unacceptable politically, economically or environmentally.

CHAPTER-2CHAPTER-2INTRODUCTION TOINTRODUCTION TO HOTEL INDUSTRYHOTEL INDUSTRY


http://en.wikipedia.org/wiki/Floating_city


http://en.wikipedia.org/wiki/Dubai

http://en.wikipedia.org/wiki/Hydropolis

http://en.wikipedia.org/wiki/Dirigible

http://en.wikipedia.org/wiki/Solar_power


NATURE OF THE INDUSTRY

Hotels and other accommodations are as diverse as the many family and

business travelers they accommodate. The industry includes all types of

lodging, from upscale hotels to RV parks. Motels, resorts, casino hotels, bed-

and-breakfast inns, and boarding houses also are included. In fact, in 2004

nearly 62,000 establishments provided overnight accommodations to suit many

different needs and budgets.

Establishments vary greatly in size and in the services they provide. Hotels and

motels comprise the majority of establishments and tend to provide more

services than other lodging places. There are five basic types of hotels—

commercial, resort, residential, extended-stay, and casino. Most hotels and

motels are commercial properties that cater mainly to business people, tourists,

and other travelers who need accommodations for a brief stay. Commercial

hotels and motels usually are located in cities or suburban areas and operate

year round. Larger properties offer a variety of services for their guests,

including a range of restaurant and beverage service options—from coffee bars



and lunch counters to cocktail lounges and formal fine-dining restaurants. Some

properties provide a variety of retail shops on the premises, such as gift

boutiques, newsstands, drug and cosmetics counters, and barber and beauty

shops. An increasing number of full-service hotels now offer guests access to

laundry and valet services, swimming pools, and fitness centers or health spas.

A small, but growing, number of luxury hotel chains also manage condominium

units in combination with their transient rooms, providing both hotel guests and

condominium owners with access to the same services and amenities.

Larger hotels and motels often have banquet rooms; exhibit halls, and spacious

ballrooms to accommodate conventions, business meetings, wedding

receptions, and other social gatherings. Conventions and business meetings

are major sources of revenue for these hotels and motels. Some commercial

hotels are known as conference hotels—fully self-contained entities specifically

designed for meetings. They provide physical fitness and recreational facilities

for meeting attendees, in addition to state-of-the-art audiovisual and technical

equipment, a business center, and banquet services.

Resort hotels and motels offer luxurious surroundings with a variety of

recreational facilities, such as swimming pools, golf courses, tennis courts,

game rooms, and health spas, as well as planned social activities and

entertainment. Resorts typically are located in vacation destinations or near



natural settings, such as mountains, the seashore, theme parks, or other

attractions. As a result, the business of many resorts fluctuates with the season.

Some resort hotels and motels provide additional convention and conference

facilities to encourage customers to combine business with pleasure. During the

off season, many of these establishments solicit conventions, sales meetings,

and incentive tours to fill their otherwise empty rooms; some resorts even close

for the off-season.

Residential hotels provide living quarters for permanent and semi permanent

residents. They combine the comfort of apartment living with the convenience

of hotel services. Many have dining rooms and restaurants that also are open to

residents and to the general public.

Extended-stay hotels combine features of a resort and a residential hotel.

Typically, guests use these hotels for a minimum of 5 consecutive nights.

These facilities usually provide rooms with fully equipped kitchens,

entertainment systems, ironing boards and irons, office space with computer

and telephone lines, fitness centers, and other amenities.

Casino hotels provide lodging in hotel facilities with a casino on the premises.

The casino provides table wagering games and may include other gambling

activities, such as slot machines and sports betting. Casino hotels generally



offer a full range of services and amenities and also may contain conference

and convention facilities.

In addition to hotels and motels, bed-and-breakfast inns, recreational vehicle

(RV) parks, campgrounds, and rooming and boarding houses provide lodging

for overnight guests. Bed-and-breakfast inns provide short-term lodging in

private homes or small buildings converted for this purpose and are

characterized by highly personalized service and inclusion of breakfast in the

room rate. Their appeal is quaintness, with unusual service and decor.

RV parks and campgrounds cater to people who enjoy recreational camping at

moderate prices. Some parks and campgrounds provide service stations,

general stores, shower and toilet

Facilities, and coin-operated laundries. While some are designed for overnight

travelers only, others are for vacationers who stay longer. Some camps provide

accommodations, such as cabins and fixed campsites, and other amenities,

such as food services, recreational facilities and equipment, and organized

recreational activities. Examples of these overnight camps include children’s

camps, family vacation camps, hunting and fishing camps, and outdoor

adventure retreats that offer trail riding, white-water rafting, hiking, fishing,

game hunting, and similar activities.



Other short-term lodging facilities in this industry include guesthouses, or small

cottages located on the same property as a main residence, and youth hostels

—dormitory-style hotels with few frills, occupied mainly by students traveling on

limited budgets. Also included are rooming and boarding houses, such as

fraternity houses, sorority houses, off-campus dormitories, and workers’ camps.

These establishments provide temporary or longer-term accommodations that

may serve as a principal residence for the period of occupancy. These

establishments also may provide services such as housekeeping, meals, and

laundry services.

In recent years, hotels, motels, camps, and recreational and RV parks affiliated

with national chains have grown rapidly. To the traveler, familiar chain

establishments represent dependability and quality at predictable rates.

National corporations own many chains, although many properties are

independently owned but affiliated with a chain through a franchise agreement.

Many independently operated hotels and inns participate in national

reservations services, thereby appearing to belong to a larger enterprise. Also,

many hotels join local chambers of commerce, boards of trade, convention and

tourism bureaus, or regional recreation associations in order support and

promote tourism in their area.



Increases in competition and in the sophistication of travelers have induced the

chains to provide lodging to serve a variety of customer budgets and

accommodation preferences. In general, these lodging places may be grouped

into properties that offer luxury, all-suite, moderately priced, and economy

accommodations. The numbers of limited-service or economy chain properties

—economy lodging without extensive lobbies, restaurants, or lounges—have

been growing. These properties are not as costly to build and operate. They

appeal to budget-conscious family vacationers and travelers who are willing to

sacrifice amenities for lower room prices.

While economy chains have become more prevalent, the movement in the hotel

and lodging industry is towards more extended-stay properties. In addition to

fully equipped kitchenettes and laundry services, the extended-stay market

offers guest amenities such as in-room access to the Internet and grocery

shopping. This segment of the hotels and other accommodations industry has

eliminated traditional hotel lobbies and 24-hour front desk staffing, and

housekeeping is usually done only about once a week. This helps to keep costs

to a minimum.

All-suite facilities, especially popular with business travelers, offer a living room

or sitting room in addition to a bedroom. These accommodations are aimed at

travelers who require lodging for extended stays, families traveling with



children, and business people needing to conduct small meetings without the

expense of renting an additional room.

Increased competition among establishments in this industry has spurred many

independently owned and operated hotels and other lodging places to join

national or international reservation systems, which allow travelers to make

multiple reservations for lodging, airlines, and car rentals with one telephone

call. Nearly all hotel chains operate online reservation systems through the

Internet.

Working Conditions

Work in hotels and other accommodations can be demanding and hectic. Hotel

staffs provide a variety of services to guests and must do so efficiently,

courteously, and accurately. They must maintain a pleasant demeanor even

during times of stress or when dealing with an impatient or irate guest.

Alternately, work at slower times, such as the off-season or overnight periods,

can seem slow and tiresome without the constant presence of hotel guests.

Still, hotel workers must be ready to provide guests and visitors with gracious

customer service at any hour.



Because hotels are open around the clock, employees frequently work varying

shifts or variable schedules. Employees who work the late shift generally

receive additional compensation. Many employees enjoy the opportunity to

work part-time, nights or evenings, or other schedules that fit their availability

for work and the hotel’s needs. Hotel managers and many department

supervisors may work regularly assigned schedules, but they also routinely

work longer hours than scheduled, especially during peak travel times or when

multiple events are scheduled. Also, they may be called in to work on short

notice in the event of an emergency or to cover a position. Those who are self-

employed, often owner-operators, tend to work long hours and often live at the

establishment.

Food preparation and food service workers in hotels must withstand the strain

of working during busy periods and being on there feet for many hours. Kitchen

workers lift heavy pots and kettles and work near hot ovens and grills. Job

hazards include slips and falls, cuts, and burns, but injuries are seldom serious.

Food service workers often carry heavy trays of food, dishes, and glassware.

Many of these workers work part time, including evenings, weekends, and

holidays.

Office and administrative support workers generally work scheduled hours in an

office setting, meeting with guests, clients, and hotel staff. Their work can



become hectic processing orders and invoices, dealing with demanding guests,

or servicing requests that require a quick turnaround, but job hazards typically

are limited to muscle and eyestrain

common to working with computers and office equipment.

In 2003, work-related injuries and illnesses averaged 6.7 for every 100 full-time

workers in hotels and other accommodations, compared with 5.0 for workers

throughout private industry. Work hazards include burns from hot equipment,

sprained muscles and wrenched backs from heavy lifting, and falls on wet

floors.

Employment

Hotels and other accommodations provided 1.8 million wage and salary jobs in

2004. In addition, there were about 33,000 self-employed and unpaid family

workers in the industry, who worked in bed-and-breakfast inns, camps, and

small motels.

Employment is concentrated in densely populated cities and resort areas.

Compared with establishments in other industries, hotels, motels, and other

lodging places tend to be small. About 91 percent employed fewer than 50

people; about 56 percent employ fewer than 10 workers (chart). As a result,



lodging establishments offer opportunities for those who are interested in

owning and running their own business. Although establishments tend to be

small, the majority of jobs are in larger hotels and motels with more than 100

employees.

Hotels and other lodging places often provide first jobs to many new entrants to

the labor force. As a result, many of the industry’s workers are young. In 2004,

about 19 percent of the workers were younger than age 25, compared with

about 14 percent across all industries

Occupations in the Industry

The vast majority of workers in this industry—more than 8 out of 10 in 2004—

were employed in service and office and administrative support occupations

(table 2). Workers in these occupations usually learn their skills on the job.

Postsecondary education is not required for most entry-level positions;

however, college training may be helpful for advancement in some of these

occupations. For many administrative support and service occupations,

personality traits and a customer-service orientation may be more important

than formal schooling. Traits most important for success in the hotel and motel

industry are good communication skills; the ability to get along with people in

stressful situations; a neat, clean appearance; and a pleasant manner.



Service occupations, by far the largest occupational group in the industry,

account for 65 percent of the industry’s employment. Most service jobs are in

housekeeping occupations—including maids and housekeeping cleaners,

janitors and cleaners, and laundry workers—and in food preparation and

service jobs—including chefs and cooks, waiters and waitresses, bartenders,

fast food and counter workers, and various other kitchen and dining room

workers. The industry also employs many baggage porters and bellhops,

gaming services workers, and grounds maintenance workers.



CHAPATER-3PROFILE OF THE

PLACES

Thiruvananthapuram

Formerly known as Trivandrum, is the capital of the Indian state of Kerala and

the headquarters of Thiruvananthapuram District. It is located on the west coast

of India near the extreme south of the mainland. It is characterized by its

undulating terrain of low coastal hills with wide, clean roads and busy



commercial alleys. India's Father of Nation Mahatma Gandhi had referred and

designated this lovely beach side city built on hills as the "Ever Green City of

India". With almost 745,000 inhabitants at the 2001 census, the city itself is the

largest and most populous city in Kerala; the wider urban agglomeration has a

population of about one million.

The city is the State Capital and houses several Central and State Government

offices, organizations and companies. Apart from being the political nerve

center of Kerala, it is also a major academic hub and is home to several

premier educational institutions including the Kerala University, and to many

science and technology institutions, the most prominent being the Vikram

Sarabhai Space Center (VSSC). The city also has the first Information

technology park of its kind and first Biotechnology Center, Rajiv Gandhi Center

for Biotechnology (RGCB) of its kind in India. Situated near Kazhakoottam,

Techno park is home to many of the world's leading technology companies

Origin of name

Thiruvananthapuram literally means City of Lord Anantha. The name derives

from the deity of the Hindu temple at the center of the city. Anantha is the

serpent Shesha on whom Padmanabhan or Vishnu reclines. The temple of



Vishnu reclining on Anantha, the Sri Padmanabhaswamy temple is the most

recognizable iconic landmark of the city.

The city was officially referred to as Trivandrum in English language until 1991,

when the government decided in favor of Thiruvananthapuram. The name

Trivandrum is still in common use mostly by tourists and some private/public

sector companies.

History

Thiruvananthapuram is an ancient city with trading traditions dating back to

1000 BC. It was a trading post for spices like the rest of ancient Kerala.

However the ancient political and cultural history of the city was almost entirely

independent from that of the rest of Kerala. The early rulers of the city were the

Ayes. With their fall in the 10th century, the city was taken over by the rulers of

Venad.

The rise of modern Thiruvananthapuram began with accession of Marthanda

Varma in 1729 as the founding ruler of the princely state of Thiruvithamkoor

(Travancore). Thiruvananthapuram was made the capital of Travancore in

1745. The city developed into a major intellectual and artistic center during this

period of time. The golden age in the city's history was during the mid 19th



century during the reign of Maharaja Swathi Thirunal and Maharaja Ayilyam

Thirunal . This era saw the establishment of the first English school (1834), the

Observatory (1836), the General Hospital (1839), the Oriental Research

Institute & Manuscripts Library and the University College (1873). The first

Lunatic Asylum in the state was also started in the same period. Sanskrit

College, Ayurveda College, Law College and a second grade college for

Women were started by Moolam Thirunal (1885–1924).

The early 19th century was an age of tremendous political and social changes

in the city. The Sree Moolam Assembly, established in 1904 was the first

democratically elected legislative council in any Indian state. Despite not being

under direct control the British Empire at anytime, the city however featured

prominently in India's freedom struggle.

The Indian National Congress had a very active presence in the city. A political

conference of the Congress was held in the city under the presidency of Dr.

Pattabhi Sitaramaiah, in 1938.

The period of HH Chitra Thirunal Bala Rama Varma who took the reign of

administration in 1931, witnessed many-sided progress. The promulgation of

"Temple Entry Proclamation" (1936), was an act that underlined social



emancipation. This era also saw the establishment of the University of

Travancore in 1937 which later became the Kerala University.

After the withdrawal of the British in 1947, Travancore chose to join the Indian

union. The first popular ministry headed by Pattom Thanu Pillai was installed in

office on 24 March 1948. In 1949, Thiruvananthapuram became the capital of

Thiru-Kochi, the state formed by the integration of Travancore with its northern

neighbour Kochi. The King of Travancore, Chitra Thirunal Bala Rama Varma

became the Rajpramukh of the Travancore-Cochin Union from July 1 1949 until

October 31 1956. When the state of Kerala was formed on November 1 1956,

Thiruvananthapuram became the capital of the new state.

With the establishment of TERLS (Thumba Equatorial Rocket Launching

Station) in the 60s, Thiruvananthapuram became the cradle of India's ambitious

space program. The first Indian space rocket was developed and launched from

the Vikram Sarabhai Space Centre (VSSC) located in the outskirts of the city in

1966. Several establishments of the Indian Space Research Organization

(ISRO) were later established in Thiruvananthapuram.

A major milestone in the city's recent history was the establishment in 1995 of

Technopark, India's first IT park. Technopark has developed into the largest

and greenest IT Park in India and is home to IT giants like Infosys and TCS,



employing around 12,000 people in close to 100 companies.This placed

Thiruvananthapuram on the IT map of India and it is today one of the most

promising in the country in terms of competitiveness and capability.

Geography

Thiruvananthapuram is located at 8.5° N 76.9° E on the west coast, near the

southern tip of mainland India. The city covers an area of about 250 square

kilometers, sandwiched between the Western Ghats and the Arabian Sea. The

average elevation is at sea level.

The city is built on hills by the sea shore. The region can be divided into two

geographical regions, the midlands and the lowlands. The midland region

comprises of low hills and valleys adjoining the Ghats. The lowland is a narrow

stretch comprising of shorelines, rivers and deltas, dotted with coconut palms.

Vellayani lake, biggest fresh water lake in the district is in the suburbs of the

city. The major rivers that flow through the city are the Karamana river, and the

Killi river.

A third region the highlands form the eastern suburbs of the city. Several cash

crops like rubber, tea, cardamom etc. are grown here. The highest point in the



district is the Agasthyarkoodam which rises 1890 m above sea level. Ponmudi

and Mukkunimala are hill-resorts near the city.

Climate

The city has a tropical climate and therefore does not experience distinct

seasons. The mean maximum temperature 34 °C and the mean minimum

temperature is 21 °C. The humidity is high and rises to about 90% during the

monsoon season.

Thiruvananthapuram is the first city along the path of the south-west monsoons

and gets its first showers in early June. The city gets heavy rainfall of around

1700 mm per year. The city also gets rain from the receding north-east

monsoons which hit the city by October. The dry season sets in by December.

December, January and February are the coldest months while March, April

and May are the hottest. The winter temperature comes down to about 15 °C

and summer temperatures can sometimes go as high as 37 °C.

Economy

The economy of Thiruvananthapuram city was earlier based on the tertiary

sector with about 60% of the workforce being employed as government



servants. Large scale industrial establishments are low compared to other

south Indian state capitals like Chennai and Bangalore. At present the economy

is growing with the contributions from more professionals in the fields of IT, and

Medical/Bio-Technology. The city contributes 80% of software exports from the

state. The opening of many private Television channels in the state, made

Thiruvananthapuram the home of several studios and related industries.

Since the establishment of Technopark in 1995, Thiruvananthapuram has

steadily grown into a competitive IT centre. The city was rated as the best 2nd

tier metro with IT/ITES infrastructure, and second in terms of availability of

human talent. Technopark houses global majors like Infosys, TCS, McKinsey &

Co., Ernst & Young, Allianz Cornhill, Toonz, US Technologies, M-Squared etc.

The park has around 110 companies employing over 12,500 professionals.

With the expansion plans to be completed in 2007–08, this figure is to rise to

about 30,000. The work in progress include 600,000 ft² Thejaswini to be

completed in October 2006, 400,000 ft² TCS Peepul Park in May 2006 and TCS

Development Centre. Work on Leela IT building, IBS Campus, US Tech

Campus and Infosys campus is due to commence shortly.

Tourism has also contributed heavily to the economy of Thiruvananthapuram.

Foreign tourists are flocking to Thiruvananthapuram, a major destination for

chartered flights to India for Medical tourism, as there are more than fifty



recognised Ayurveda centres in and around the city. This is primarily due to

Ayurveda's immense popularity in the West. Medical tourism is further

promoted by world class modern medicine hospitals in the city. Recuperation

facilities are available at five star beach resorts and hill stations nearby.

There are around 20 government owned and 60 privately owned medium and

large scale industrial units in Thiruvanathapuram. The major employers are the

Kerala State Industrial Development Corporation (KSIDC), Keltron, Travancore

Titanium and Hindustan Latex, all government owned. There are also about

30,000 small scale industrial units employing around 115,000 people.

Traditional industries include handloom and coir.

Commercial activity is quite low mainly due to the under-development of ports.

However this is expected to change with the construction of the proposed mega

Deep Water Container Transshipment Port at Vizhinjam. Situated close to the

city, Vizhinjam is very close to international shipping route and East-West

shipping axis.

Other major organizations of economic interest are the Chithranjali Film

Complex, Kinfra Apparel Park, Kinfra Film and Video Park, Kerala High-tech

Industries (KELTECH), Kerala Automobiles and the English Indian Clays Ltd.



Transport

Within the city, city buses and autorickshaws provide means of transportation.

Two-wheelers, especially scooters and motorcycles are the favoured means of

personal transportation on the roads.

The intra-city public transport is dominated by the state-owned KSRTC (Kerala

State Road Transport Corporation). There are also private bus services, but are

limited in number. The city services of KSRTC operate from six depots namely,

the City depot, Vikas Bhavan, Peroorkada, Pappanamcode, Kaniyapuram and

Vellanad. These services were revamped in 2005 with the introduction of

modern buses and electronic ticketing mechanisms. The central city bus

terminal is located at East fort, near the Padmanabha Swamy temple. The

Central and Inter State bus station is located 1 km away at Thampanoor. Buses

from it go to all major towns and villages in the State as well as big cities in

India such as Bangalore and Chennai.

Trivandrum Central railway station

The Central railway station is also located at Thampanoor in the heart of the

city, 8 km from the airport. It is a very important terminus which handles over 50

trains daily. The city is well connected by rail to almost all major cities in India.



Trivandrum is the first major city from south along the second longest train

route in the world, Kanyakumari to Jammu. A second satellite station was

opened in 2005 at Kochuveli, near the International Airport.

Thiruvananthapuram's international airport, with direct flights from the Middle

East, Singapore, Maldives and Sri Lanka is the gateway to the tourism-rich

state of Kerala. Indian Airlines, Jet Airways and Air Deccan are the domestic

airlines operating from here. Air India, Gulf Air, Oman Air, Kuwait

Airways,Silkair, Srilankan Airlines and Emirates operate international flights.

There are also two military airports one near the civilian airport and the other at

the Southern Air Command of the Indian Air Force in Akkulam.

Apart from regular scheduled flights, many chartered flights from Europe like

First Choice Airways from London Gatwick and Monarch, operating with big

jets, land here during the peak tourist season (around December); with Kerala

fast becoming a prime tourist destination in India, and also with Ayurveda

gaining popularity in the west, several beach and ayurveda-resorts have sprung

up all around.

Thiruvanthapuram airport's importance is also due to the fact that it is the

southernmost airport in India and also the closest (and thus cheapest option)

for neighboring countries like Sri Lanka and Maldives.



Trivandrum International Airport

The construction of the mega Deep Water Container Trans-shipment Port at

Vizhinjam is expected to begin in 2007. It is to be built in three phases, and

expected to be a key competitor in the ports business (especially for container

transhipment), with the international shipping lanes between Europe and the

Far East very close to the port, and also with major ports like Colombo, Kochi

and Tuticorin in close proximity.

The exponential growth of the services and IT based sectors coupled with its

prominence as the state capital and tourist center has caused considerable

strain on the transport infrastructure of the city. To tackle this crisis, several

multi-million dollar construction projects are now underway including the

construction of several new underpasses and flyovers, scheduled to be

completed by early 2007. In the first phase, 42 km of six-lane and four-lane dual

carriage ways are being built, with world class facilities such as bus bays,

modern bus stations and GPS synchronized traffic signals.

Demographics

The city has a population of 889,191 according to the 2001 census (crossing 1

million on Jan 2006). Within the city, the density of population is about 3,500

people per square kilometer. The district has a literacy rate of 88%. With the



sex ratio being 1,037 females to every 1,000 males, there are more women in

Thiruvananthapuram than men.

Hindus comprise of 62% of the population, Christians are about 20% and

Muslims about 15%. The major language spoken is Malayalam. English and

Hindi are also widely understood. There is also a prominent minority of Tamil

speakers and a few Tulu and Konkani speakers.

Culture

Thiruvananthapuram has a rich cultural background, with the rulers of erstwhile

Travancore taking an active interest in development of arts and culture.

Thiruvananthapuram has produced several great artists, the most famous ones

being Maharaja Swathi Thirunal and Raja Ravi Varma.

Maharaja Swathi Thirunal was a great composer and played a vital role in the

development of Carnatic music . He is widely credited with introducing the violin

in to the world of classical Carnatic music. A music college in his name exists

today in the city. Raja Ravi Varma was an illustrious painter with global

recognition. His contributions to Indian art are substantial. Most of his famous

paintings are preserved at the Sree Chithra Art Gallery in the city. The

Padmanabha Swamy Temple and the fort surrounding it, the Napier Museum

and Zoo, the VJT hall, Palayam Mosque and Church are among the prominent



heritage buildings in the city. The Veli Lake and Shangumukham beach are

home to various sculptures of noted sculptor Kanhai Kunjiraman.

Thiruvananthapuram easily disguises itself as a laid back quiet city to the

casual observer. However beneath it, there is a humdrum of cultural activity.

The city comes to life during the festival season of Onam in August/September,

and during the tourist season later in the year. The state government conducts

the tourism week celebrations every year during Onam with cultural events

taking place at various centers in the city. The other major events include the

annual flower show, the Attukal Pongala, the Aaraat of Padmanabha Swamy

Temple, the Beemapally Uroos, Vettucaud Perunaal etc

The CVN Kalari at East Fort, is world renowned center for training in Kerala's

own martial art the Kalaripayattu. The Margi center offers training in many of

Kerala's traditional arts including Kathakali.

Trivandrum has numerous libraries, the prominent ones being the State Central

Library (Trivandrum Public library, Est. 1829)[19], the University Library,

Trivandrum Children's Library, Manuscripts Library and the Center for

Development Studies Library. The British Council and Library (Est. 1964) [20] is

located very near the Government Secretariat adjacent to the YMCA Hostel.



City's Importance and Future prospects

The importance of the city, apart from being the capital of India’s most literate

and socially developed state, is a strategically important city in Southern India.

Being the biggest city with a credible infrastructure in India’s deep south, it is an

important city for both military logistics and civil aviation in the southern part of

the country. It is the headquarters of the Southern Air Command(SAC) of the

Indian Air Force. Due to the strategic importance of the city, the Indian Air

Force authorities have planned to make an aerospace command in SAC

Being the Indian city with the closest air link to the small island-country of

Maldives and also Sri Lanka, the city’s medical and health infrastructure plays a

vital role for patients from both countries, especially Maldives. Apart from

regular health and medical services, the city is also important for people from

around the world seeking help through Ayurveda medicine and therapy. Beach

resorts and also ayurveda resorts are coming up at a rapid pace, especially

along the International Beach of Kovalam and Varkala coast.

Exports of perishables and medicines from Trivandrum Airport run to full

capacity on everyday flights to Maldives and Sri Lanka. Trivandrum also



provides a key link in movement of goods and passengers to and from southern

Tamilnadu into Kerala, the state border being just 30 km away.

The future prospects of Trivandrum are manifold. Potential future growth areas

include Tourism (medical and eco-tourism), civil aviation and air-cargo,

commercial activity through upcoming port (at Vizhinjam), software

development parks, media and the arts, rubber-based industries, etc; however,

much of this high potential growth would depend on the investment and trade

union reforms of the government.



CHAPTER - 4PROFILE OF THE

HOTEL

UDAY SAMUDRA BEACH HOTEL

KOVALAM

Uday Samudra Beach Hotel in Kovalam is famous for offering the beautiful view

of the pristine blue sea, golden sands and obstinate silvery surf. The three-star



beach resort promises to provide a perfect combination of world-class services

and beautiful environs to its prospective guests.

Location

Uday Samudra Beach Hotel is located at the Samudra Beach, G.V. Raja Road

in Kovalam. It is at a distance of 16 km form the Trivandrum International

Airport and 12 km from the railway station.

Character and Style

The luxurious hotel is unique in its setting. In the evening the entire hotel

shines with bright lights, which make it appear as a palace near the beach side.

The grand style of the hotel offers a luxurious stay.

Uday Samudra Beach Hotel in Kovalam has 53 well-furnished rooms and

suites. All the rooms offer a beautiful view overlooking the majestic Arabian

Sea. The rooms are built with balconies offering a spacious sit-out with a view

of the large swimming pool of the hotel. The rooms are impressive in their fine

décor.



Facilities

All the rooms at the hotel are equipped with the facilities of air conditioning,

cable TV, telephone, radio, mini fridge, mini bar, channel music, attached

bathroom, shower, bathtub, work desk and safe deposit box.

Additional facilities at the hotel include: Travel desk, luggage storage, front

desk, wake up service, currency exchange, medical, post, free parking, free

newspaper, laundry, health club, water sports, swimming pool, Ayurvedic

center, restaurant, coffee shop, lounge and bar.

The hotel offers two banquet/conference halls for its business clientele. The

conference halls are perfectly designed to hold meetings, conferences and

other social gatherings. The halls are equipped with all kinds of modern

amenities and have a seating capacity of 100 people.

Activities

The hotel offers a wide range of recreational facilities to the visitors. The

Ayurvedic health center can offer rejuvenating body massages with the

traditional body purification methods. It has a large swimming pool surrounded

by the garden. The crystal clear water invites you to take a refreshing splash. It

arranges a number of cultural programs to show the ethnicity of Kerala.



Drinks and Dining

Hotel Uday Samudra Beach Kovalam offers a memorable experience in drinks

and dining. The multi-cuisine restaurant impresses with its fine delicacies. The

ethnic Kerala food is served in the traditional manner to offer the hospitality of

Kerala. There is a barbeque restaurant by the beach side where you can enjoy

the delectable food with the beautiful ambience of the sea and music of the sea

waves. The roof top coffee house offers a panoramic view of the Arabian Sea

and serves the finest coffee, snacks and various other beverages.

Kerala Backwater offers online bookings for rooms at Uday Samudra Beach

Hotel in Kovalam, Kerala. For more information or to book a tour, please enter

your query in the form below.

uday Samudra, the leisure beach hotel near the internationally famed Kovalam

(Kerala, India), is a heavenly hideaway for honeymooners, holidaymakers, tan-

seekers and peace lovers. While you stretch out on the silvery beach shore,

under the glowing sun, you can catch those rare glimpses of fishermen rowing

their catamarans into the rolling sea and pulling in their nets. You may lend

your ears to the murmur of the swaying coconut palms and gurgle of galloping

waves. Now, before you would retreat, make a nosedive into the fresh water

swimming pool to cool your brain and body. Well-appointed rooms, multi-

cuisine restaurant catering to international palate, well-equipped conference



halls, cultural extravaganza and a lot more lie in store for you, to throw you into

raptures… After the stay with us you will return with a load of sweet

memories ...along with a longing to come back.

Accommodation

Back in your room, feel the luxury enveloping you. All our rooms are very

thoughtfully designed. Well appointed rooms spell modern luxury with all

amenities to make you stay as comfy as possible. All rooms are individually air-

conditioned and have balcony/sit-out over looking the swimming pools and the

beach beyond. At present we have 93 rooms. With each room facing the sea

you have 93 angles to admire it. All rooms are furnished to international

standards with shower and running hot & cold water.

Room Facilities

Other facilities include direct- dial-telephone service, mini-fridge and cable TV.

Room boys will be at your service round-the-clock. Just make a call from the

coziness of your posh room, let them know your needs, they will take care of

the rest. take care of the rest.



Amenities

Swimming Pools

Conference Facility

Cultural Program

Shopping

Elephant Ride

Ayurvedic Experience

Travel Desk

Safe Deposit Lockers

Laundry

Doctor on call

Dining Facilities: Culinary Treat

Oottupura - Multi Cuisine Restaurant

Aquamarine - The Coffee Shop by the Sea

Mattupavu - Sport to have a Private Part



CHAPTER –5OBJECTIVES,

METHODOLOGY,AND LIMITATION

OBJECTIVE, SCOPE AND LIMITATIONS OF THE PROJECT

AIMS AND OBJECTIVES

To get complete overview of the hotel and its departments

To acquire the known whereabouts and the methods of working of all the

operating departments of the 4 star property, UDAY SAMUDRA,

KOVALAM



To get to know the various systems and procedures involved in all the

main department of the UDAY SAMUDRA, KOVALAM

To fulfill the requirement as prescribed by the Bangalore university for the

partial fulfillment of BHM degree

SECONDARY DATA

Discussion with the various HOD’S and other employees of the

UDAY SAMUDRA, KOVALAM

Discussion with the concerned facility member.

LIMIATION

Information related to sales and marketing were kept out of bound



CHAPTER –6FRONT OFFICE

The front office is the one of the department, which plays very important role in

the working of the hotel. This responsible for the sales of the hotel room

through systematic methods of reservation. Followed by reservation and



assigning rooms to customers and act as continues source of information to

guest while at stay at hotel.

The revenue collected from the sale of rooms contributes more than 50% of the

total sale

The following are the services usually given by the front office of uday samudra

beach leisure hotel kovalam

Reservation

Rooming

Accounting

Handling of mail

Handling of room keys and messages

Foreign exchanges

Custody of valuables

Credit facility

The front office department is divided into number of sub department i.e.

Registration (reservation) section

Reception information desk

Telephones

Front office cashier

Bell desk

The front office manager supervises the front office department

Reservation section



Reservation section in the front office is the nerve center of the department

where all request of reservation are received and processed.

Mode of reservation

Letters

Fax

Telephones

Telegram

Personal booking

Cables

Source of reservation

The source from which the request for the reservation comes are

Travel agent

Airlines

Companies

Individuals

Different types of reservations are:

Tentative or Provisional

Confirmed

Guaranteed

Types of plans

A plan is package proposed of rooms and meals :



1 European plan Only room

2 Continental plan Tariff includes room and

continental breakfast

3 Modified American plan Tariff includes room,

breakfast and lunch or

dinner

4 American plan Tariff includes room,

breakfast, lunch and

dinner

Room traffic

Rack rate

Crib rate

Extra bed rate

Airlines rate

Group rate

Day rate

Family rate

Discount



Discount are cut in the rack rate offered to individuals of institution in view of

business anticipated or as public relation gesture.

A discount is a normal percentage, which is fixed by the hotel for

certain institution or may very depending on who is being given the discount.

Discount rates are subjected revision on mutually agreed terms between

parties. The F.O staff should check with the management an keep update

information on discount rates.

Normally discount is given for

Airlines

Travel agent

V N Employees

Companies

Hotel federation members

Top executive of travel agency

Reception

This is the department in the front office. Which allocate the room when a

guest register in the hotel. This is the busy place and majority of guest arrives

between mod morning and mid afternoon. All arrivals must register and

registration should be don as quickly as possible. the guest should be helped



as far as possible with the registration procedure, once the guest has

completed the registration card, room is allotted. The receptionist see that the

guest should be shown the amenities of the room. The guest should be asked if

any thing required for eg. Cup of tea, snacks etc. if the receptionist take an

order which never been forgotten.

The reception assistance in the morning shift prepares control sheet, which

gives the expected guest departure.

Reservation racks are checked and rooms are allocated to the reserved

guests. Rooms are booked for expected groups and airlines crew on the room

rack. The arrival and departure of guests in maintained in a register by the

receptionist including the following

Date of arrival Date of departure

Name of guest Name of guest

Room number Room number

No. pax No. pax



DUTES AND RESPONSIBLITES

FRONT OFFICE MANAGER

The head of the Front Office Department. Who is responsible for the overall

organization and efficient working of the front office. He or she has to surprise

of the running of the department. Is answering the general manager. He or she

has to study the reports made in the front office for the management

information and suggest the method of improving the sales and services. Thy

handle serious complaints.

ASSISTANT FRONT OFFICE MANAGER

Works directly under the front office manager and is actively involved in the

day-to-day functioning in the front office. He or she is wholly responsible for the

front office department.

LOBBY MANAGER

The lobby manager who represents the management means the lobby desk.

He is problem solver and has the authority to handle all the grievances. Ho

should be well conversant with the hotel room. He is essentially a

troubleshooter and normally present when the guest have to be welcomed. He

control the team of bell captain and bell boy.



NIGHT AUDITOR

The night auditor compiles and audits all revenue transactions and reconciles

the revenue statement off all outlet with the front office accounting machine to

prepare a daily report of the day business

FRONT OFFICE SUPERVISOR

Front office supervisor supervises all the front office section for is efficient

working and assist for front office assistant manager.

TELEPHONE AND TELEX SUPERVISOR

Responsibility is to supervises the functioning of telephone and telex

department control a team of telephone operators and telephone technicians.

He or she would report to the front office manager.

TELEPHONE OPERATORS

Responsibility is to receive incoming call and connect them to the room and

other rooms and department as and when required to handle outgoing call and

to give telephone connection to the guest who required. They have to jeep

record pf a:: phone calls made and their primary duty is to render a superior

telephone services.



RESERVATION ASSISTANT

Responsibility is to take all request and to give the information about the room

status and availability of rooms for advance booking and prepare an advance-

letting chart.

INFORMATION ASSISTANT

Information assistant handle the information section with the assistants. He

maintains an alphabetic guest index rack, receives message for guest, handle

keys, guest package, mails, provided information for the guest etc.

RECEPTIONIST

Receptionist performs the actual work of registration the guest where he

arrives to the hotel and hand over the room keys with the errand card to the

bellboy. She takes the small order like coffee, tea and the snacks for the guests

and informs the room services

FRONT OFFICE CASHIER

The front office cashier is responsible for all the transaction from the guest like

posting, presenting bills, and receiving payments, controls safety deposit locker

and other work from the guest regarding money.



BELL CAPTAIN

Responsibility is provide all porter services with efficient and politeness

controls a team of bellboys and reports to the lobby manager.

GUEST RELATION EXECUTIVE

He is seated in the lobby and reports to the lobby manager of front office

manager or front office manger. His or her main duty is to welcome the guests

and constantly try to improve relations between the hotel and the guests.

Handling all the in-house publicity.

COORDINATION

The activities of the department in the hotel are closely linked and if link is

broken, then the whole service is effected. Hence, co-ordination is of most

importance between the section of the front office and with the other

department. Therfor front office should co-ordinate with the department are

Housekeeping

Accounting

Food and beverage services

Telephone

Engineering and maintenance

Sales

Stores



Front office management information systems

Reservation status of the day

1. Arrival list

2. Departure list

3. Daily sales recapitulation report

4. Night clerks report

These are the main reports given by the front office management

Rack rate the maximum rate charged for any room

Crib rate applicable to children below 5 years

Extra bed rate the amount charge for the extra bed given

Airlines rate this is the contract rate where a fixed discount is

given over a period of time

Group rate a special discount rates applicable to groups

Only. A free room is given to the organizer to

The organizer for 15 to 13 rooms depending on

the policy

Family rate special rate given to families charging one room,

Children may be accommodated free of charge

Depending on their age

Computerized IBM and leading hospitability security published

The result of their study one the use of

Technology in the



Reservation industry lodging

Reservation data are kept in computer files, requiring fewer labor hours and

providing higher accuracy than do manually systems. The computer stores

thousands of reservation and an can retrieve them in second, using keyboard

and a display screen. The system automatically stores and updates all records

and related files and prints confirmation on demand.

FLOWCHART OF COMPUTERISE RESERVATION PROCESS

START

FORMULATION IN RESERVATION INQUARY

EQUATING ENQUARY WITH AVALIABLITY

RECORDING OF TRANSCATIONAL DATA



CONFIRMATION OF RESERVATION

MAINTANCE OF RESERVATION RECORD

END

ROMING PROCEDURES

Rooming procedure are the cores of the clerk’s work. It is simplest; rooming is

task of assignment a number of people to a given number of rooms until the

house is full.

The desk clerk is very important person regarding rooming procedure. He is the

first person to meet the guest. He greets the guest with the smiling face and he

is in charge of keys, messages and mails.

THE ROOMING PROCESS

START

DETERMINE THE TRAVELLORS

RESERVATION STSTUS

WALK-IN RESERVATION HOLDER

DETERMINE ACOMADATION LOCATE

RESERVATION REQUIRMENT

DETERMINING ROOM CONFORM RESERVATION



AVAILABLITY DETAIL

ASSIST GUEST IN REGESTERING

CHECK METHOD OF PAYMENT

DIRECT GUEST TO ROOM

END



CHAPTER-7HOUSE KEEPING



MAINTANCE AND UP KEEPING ARE THE basic function of housekeeping

department. House keeping is the one of the world’s most famous and honored

occupation. Housekeeping together with hygiene is the modern expression for

keeping clean not only us but also one’s surrounding as well. I it is often said

that good housekeeper are born but many are made by sheer application to

their jobs and a regard for the principles of cleanliness

DUTES AND RESPONSIBILITY OF HOUSEKEEPING STAFF

EXECUTIVE HOUSE KEEPER

a) Plan

b) Organize

c) CO-ordinate

d) Recruit and train

e) Dismissal, appraisal

f) In charge of purchase

g) Courtesy call

h) Maintenance of record

i) Individual Record of entering staffs

6.1 CHAMBER MAIDS OR ROOM BOY



A workers on the floor have to work in 3 shifts. Each room having has to do

10 to 14 rooms. For the after noon shift one boy is assigned to do the turn down

services of night services in 50 rooms in addition to attending the guest

requirement. There are usually 1 to 2 boys on the floor during the night shifts

and depending on the number of departure their strength could be increased.

THEFTS:

If a guest has stolen item from the room, then the value of the item is placed

on the bill at the front office. This is a police way of informing the guest about

the misdeed. This must be however be done only if one is absolutely sure that

the guest is responsible. If a theft has been taken place and the culprit is not

know, the hotel security is information giving all details.

DEATH:

The front office should inform the general manager, the security officer and

call for the hotel doctor or coroner of the locality. An alarm is not raised or any

guest informed by the fact. The general manager may decide to all the police.

The stuff entrance must remove the body and the room sealed till all police

formalities are over. People known to the deceased are contacted through

address entered on the registration card.



ACCIDENTS

The house doctor should be called immediately on the phone and informed of

the nature of the accident and the condition of the guest. The doctor’s

instruction must be followed immediately. Bleeding must be stopped by

swapping wounds with cotton wool and applying a coagulant such as iodine,

alcohol, spirit or just plain after-shave lotion. If fracture is suspected, the guest

not moved till the doctor arrives. Burn are to be treated with creams meant for

the purpose. Water is never poured on burns as this will surely lead to blisters.

VANDALISM

The front office must inform the hotel security and ordered the main door to be

closed. If things get out of hand, the police must be called

DAMAGE TO PROPERTY BY RESIDENT GUEST

The front office casher is instructed to raise a charge for the value of damage

to property. A responsible guest will never argue but should he object must be

referred to the general manager.

DRUNKEN GUEST

It is prudent never to argue with a drunken guest. He must be politely led lead

away from the public area wither into an office or his room. If he is boisterous or

behave unruly the hotel security must be called.

The morning duties start with the collection of keys, resetting of trolley, if used

at night. Sweeping and wiping of pantry, cleaning of corridors and dusting of

fixture and cleaning of rooms assigned by asst. house keeper in order to vacant



departure and occupied rooms unless special request are made by the guest to

have their room cleaned first. All information is entered into the room boy slip.

ASSISTANT HOUSEKEEPER

The one who supervises the maid and carries out all the work delegates by the

executive housekeeper depending on different hotel.

ROOM MAIDS

The one who are responsible for the servicing of the guest bedrooms. Sitting

rooms and private guest. A maid may be expected to serve 10- 15 rooms on a

eight hours shift.

STAFF MAIDS

The one who cleans the room of the staff living in.

LINEN KEEPER

The one who supervises the work of linen, linen room and may have linen

maids to assist her to provide the clean presentable linen throughout the house

CLOCK ROOM ATTENDENT

The one who looks after the clock room in general.



HOUSE POSTERS

The one who work consist of removal of rubbish, shifting of furniture, heavy

vacuum cleaner and other jobs.

VALETS

The one who is usually responsible for personal services like ironing of cloths,

shoe polishing etc.

FLORIST

The one who may on the housekeeping staff and is responsible for arranging

flowers

GENERAL ASSISTANT

The one who may be expected to work I any department at any job and so at

times may work in the housekeeping department.

TEN RULES FOR LEADERSHIP QUALITY IN HOUSEKEEPING

1. Utilize the manpower effectively

2. To devise easy method to do work

3. To develop standard procedure for routine activities

4. install inventory control

5. to motivate all type of labor



6. accept all changes management propose

7. to involve employees in planning

8. increase education level of the staff

9. set up recruitment programmers to find and develop management

trainees.

10.co-operate and co-ordinate with other department managers

FLOOR SUPERVISOR

The supervisor supervises the work of room boy, chambermaid and check the

room. In addition, she will have to keep an account of stock of linen and stores.

The first job of assistant housekeeper or floor supervisor is to report for the

morning duty and to sigh for her master key, check room boys under her,

giving them information regarding the status of the room. She then check the

room as and when cleaned. All complaints are given to deputy housekeeper.

On an average a floor supervisor may be in charge of 50-60 rooms. She has to

be adsorbent, quick and through. She carries the master key, which opens all

the room on her floor. She report to the office and make entries in the night log

for afternoon and night housekeeper.



DEPUTY HOUSEKEEPER

She is responsible for the cleanliness of room and public areas for guest

satisfaction for the services offered by the department for orderly behaviors and

grooming of housekeeping staff

IMPORTANCE OF HOUSEKEEPING

The importance of housekeeping department has the responsibility for the daily

period clearing of the guest room and public area. Consequently the

department has in case linen and furnishing’s beds and bedding and

sometimes laundry work for the guest and other department

In all its work the aim of housekeeping department is to maintain standard

which are consistent with good department is to maintain standard which are

consistent with good housekeeping practice and which are reflected through

satisfied guests.

Among other aspects of hotel life, comfortable guest rooms and efficient

provision of services are assessed by guests who can do influence potential

customer. The reputation of the residential establishment also depend upon the

efficiency and loyalty of staff.



INTER DEPARTMENTAL RELATIONSHIP OF HOUSEKEEPING

RELATION OF HOUSEKEEPING AND OTHER DEPARTMENT

Co-operation with all other department in the hotel is of utmost importance for

the smooth running of the housekeeping department.

FRONT OFFICE

The work of the two department is closely allied and each must understand

the others problem. The front office inform the housekeeping in advance

regarding the requirement of rooms, other special request from guest and VIP

arrivals/departure list etc, the department should try to keep the rooms ready as

soon as possible. Housekeeping department informs the in front office

regarding lost and found property.

FOOD AND BEVERAGE DEPARTMENT

Co-operation is required to listen used in the restaurant. The linen keeper

should ensure sufficient stock of linen for the restaurant and their timely supply.

The restaurant manager should ensure not to misuse of linen.



MAINTENCE OR ENGINEERING DEPARTMENT

In the course of the day the assistance housekeeper finds many items

requiring attention, such as dripping taps, leaking pipes fused bulbs or AC not

working and should report these faults immediately to the maintenance

department. Immediately remedy comes for all such problems if good relations

exist between the two departments. Housekeeping department informs the

maintenance of all minor repairs required before a major breakdown occurs.

The engineering department expects every housekeeping employee to

conserve heat, water and electricity

SECURITY DEPARTMENT

The housekeeping staff bears a heavy responsibility of the security of the

guest, their belongings and the hotel as a whole is concerned. This must be

made aware of every member of the housekeeping staff. Co-operation here will

be mainly concerned with prevention of fire, theft etc.

LAUNDARY

Some hotels maintain their own laundry and other rely on operators. In either

case. Close team work is necessary. The housekeeping department can

facilitates the exchange by making linen for easy identification and sorting out

badly sorted linen. The laundry manager can safeguard the file of the linen by

careful handling and may assist the housekeeping by testing the fastness of the



color, fastness of new material, the clean linen, the maids cant’s operate.

During full occupancy needs a fast turnover linen from the laundry.

PURCHASE DEPARTMENT

The department usually buys all cleaning material and guest supplies and

issues then required. The relation of these functions to the functions to the

housekeeping department is self-evident when it comes to deciding what brand,

quality should be purchased. The housekeeping and purchase manager must

pool in their knowledge together to consider the characteristics, cost and

availability of the product. These products are taken in bulk order.

TELEPHONE EXCHANGE

Co-operation with the telephone should exist regarding use of telephone and

their maintained list should be immediately conveyed to the manager in charge

of the telephone exchange. Housekeeping are responsible in preventing

misuse of telephone

ACCOUNT DEPARTMENT

The account department needs the housekeeper cooperation in approving the

bills, meeting pay roll deadlines and taking inventories.



PERSONAL DEPARTMENT

Co-operation with personal department exists with regard to recruiting of new

staff, regular submission of staff appraisal, forms, confirmation letters etc.

CLEANING EQUIPMENTS

Cleaning is the removal of dust, dirt or any foreign matter from a surface and

is necessary for hygienic reason for the sake of appearance and up prevent

detritions in the surface

The executive housekeeper’s responsibility includes the selection of

equipment and the management on the selection of equipment required for the

running of the department. Lack of vigilance in the care and upkeep of

equipment invariable lower the standard of services and bring about

considerable financial loss.



CHAPTER – 8FOOD & BEVERAGE

PRODUCTION



FOOD AND BEVERAGE PRODUCTION

Food and beverage production plays an important role in hotels. It is the

department in which the food is prepared. As well equipped. As well equipped

kitchen is a requirment in a hotel for the efficient function

EXECUTIVE CHEF

He prepares the standard recipe

He signs the standard purchase specification

He co-ordinates with F&B manager to complete the menu

He is responsible for renovation of kitchen

He is responsible for recruiting and training staff in the kitchen

SOUS CHEF

He is responsible for taking care of the kitchen

He checks food prepared and makes sure that the standard are

maintained

He prepares the daily store requisition

He helps in preparation of food



CHEF DE PARTIE

He is in charge of particular section

He helps in preparation

He act as the obeyed

He see to that the food is delivered in the right time

COMMIS

They are the ones who carry out the mis-en-place and prepares the food. They

are positioned as comes 1 2 and 3

Uday samudra , has three kitchens

Main kitchen (Indian kitchen)

Coffee shop kitchen

Oriental kitchen

The main kitchen is the kitchen, which caters to the Indian restaurant and the

banquets. It is located in the lobby level. This kitchen is well equipped. The food

for cafeteria is prepared there.



MIS-EN-PLACE

This mis-en-place starts at 7 am in the morning. This garnishes are

boiled first and the cutting for the buffet is done. There is big party the mis-en-

place is done by day before. The garnishes for A la carte order are prepared.

COFFEE SHOP KITCHEN

kitchen caters to the coffee and room services. The menu of the coffee shop

consist of north India, south Indian and continental and fast food specialties.

The coffee shop party is well equipped with juice, toaster, grinder and other

equipments. The section provided by refrigerator, ranges and working table.

The garnishes are prepared well before the vegetable peeled. Milk is boiled

and kept warm.

ORIENTAL KITCHEN

Since the construction of the oriental restaurant is not ever only banquet

food and soups are prepared out there. For soups the stocks are kept for

boiling one day before and the soup is also prepared. The continental snacks

are also prepared there. The mis-en-place for this is done in the morning



BAKER AND CONFERECTIONERY

The equipment in the bakery are electric oven, kneading machine, mixer,

beats etc.

The mis-en-place is done according to the order. Daily biscuits and

cakes are prepared according to the order. The dough is prepared and parties

like puff pastry, short-cut pastry are prepared. Daily the prepared is sent to the

pastry shop as per the requisition.

BUTCHERY AND GARDE MANAGER

Butchery deals with the meat and fish item. It has slicer and mincing

machine. The main work of the butchery are peeling and cutting chicken. The

order cuts of the chicken, cutting fish as required in various type like fish darn,

fish fillet etc. it is weighted, packed and kept in the walk-in-deep room

Grade manager is the place where the salads, sauces and cold cuts

are prepared.

HANDLING OF KOT’S

The KOT;’ s, which come to the kitchen are put in a box after the order has

gone. The KOTs of the whole day are collected and scrutinized by souse chef

and are send to F&B controller.



REQUISITION PROCEDURE

For getting the adequate vegetable and spices, a requisition is to be

made by each kitchen, which is given to store every day. The sous chef makes

the requisition.

PURCHASE SPECIFICATION

Purchase specification is the prescribed formula for obtaining things of

specified quality in a particular establishment. This is prepared by the executive

chef and given to purchase department

INTERDEPENTAL TRANSFER

For inter departmental transfer, a particular form of kitchen department

transfer is used. It contains the detail like item, unit, quality given by and given

to. It helps in cost control.

THE EXECUTIVE CHEF

The executive chef also called the head chef, presides overall aspects of

food preparation. An executive chef might also be the food production manager.

The executive chef must be both a master cook and an efficient manager and ,

therefore is usually a person of considerable training experience.



In a large hotel, the executive chef is in charge of all the

kitchen. He or she the overall responsibility for the preparation of food in

accordance with the standard and practices of the hotel chain or franchise. The

executive chef plan menus, meets with the other manager and staff heads and

coordinates all kitchen operations.

The executive chef has the following duties

Co-coordinating and assigning all duties to employee of the kitchen,

including assistant or specialty chefs, cook and steward.

Devising, monitoring and supervising food production methods, to ensure

compliance with the hotel’s standard and specification.

Planning menus and recipes, monitoring food costs and implementing

cost control

The executive chef may also to require to purchase foodstuff, beverages and

supplies or if the hotel has a full time buyer to direct the purchasing section.

The chef may also oversee the receiving, inception and quality control of food

stuff and implements.



THE ASSISTANT CHEF

In a large food beverage operation, an assistant chef responsible for a menu

planning and recipe design may assist the executive chef. In the example

organization chart, the assistant chef supervises a working chef who as the title

of food production manager.

The assistant chef who serve the second in command to the executive chef

may be called the soup-chef. The sous chef is responsible for kitchen

operation, including supervision of the kitchen staff and the preparation of

meals and for training new employees

In the absence of the executive chef, the sous chef is in charge of the food and

beverage staff. In a mid-size food and beverage operation, a chef steward

might be employed both the manage food preparation and to purchase

supplies.

THE CHEF DE PARTIE

Assistant working chefs often have areas of specialization called station.

For example, a salad chef is responsible for menu planning, recipe design and

preparation of salad and pastry chef has responsible for all desert item on the

menu. Order assistants might be in charge of the fry station, roasting station,



broiling station so forth. An assistant working chef in charge of a special station

is called a chef de partie.

THE COOKS

in a large restaurant, the staff of cook works closely with the head chef of

execution chef following carefully monitored standard, specifications and

recipes.

The title restaurant cook refers to a professional cook with general

responsibility for preparing all item on the menu. A staff cook is any one

prepares food under the supervision of a working chef restaurant cook. A duty

cook is a staff cook who function as the working chef or the restaurant cook

temporarily, usually during period of heavy workload or in the absence of the

supervising cook.

KITCHEN SANITATION

Proper food handling and sanitation are critical in the food production

area. The department of health in every stage has strict regulation regarding

kitchen sanitation. The hotel may have it’s own policies and procedures that go

beyond those improved by germicidal soap and disposable towel within easy

access of employees. In the united states. Public health regulation require

kitchen employee rest rooms. The food preparation staff is required to wear

uniform and hair cover and to use only sanitary utensils.



Whenever food is prepared bacteria and insects are naturally attracted.

The kitchen staff must constantly guard against the possibility of food

contamination. Food and containers should be inspected carefully for signs of

contaminations of insects as soon as they are received.

Food can be contamination by the slightest exposure. Not all bacteria

are harmful in fact, some forms of bacteria are used in the production of certain

food and beverage such as cheese, bread and alcoholic beverages. Bacteria

grow rapidly in moisture, but no on dry foods, such as flour or sugar. Warm

temperature above 84o F also encourage bacteria to grow. The most dangerous

bacteria problem in restaurant, kitchen is salmonella, staphylococcus, and

botulism and clostridium perifringerns poisoning.



Chapter-9FOOD & BEVERAGE

SERVICE



The hotel uday samudrs is located in heart of kovallam is an beach leisure

hotel. it is called serene on water front location

The food and beverage department is headed by Mr. Vijay the F&B

manager. The day to day operation of this department are handled by a bunch

of Kettering assistant in charge of various section

The various section of F&B service department are :

Banquets

Oottupura – The Indian specialty restaurant

Mattupavu – The roof top coffee shope

Adukkala – Bar-be-que restaurant

Banquet is the section of the F&B service department. Which deals with

conferences lunches dinners and high teas for a group of people which are

booked in advance

The booking is taken by the banquet assistance at the banquet office and

the tems and condition are fixed up with the guest. The menu is selected

according to the guest’s choice from the menu prepared fro this purpose.

The charges for banquet function are usually calculated per cover in

accordance with the number of plates.



The section is headed by two catering assistants who are in charge of the

banquet operation. These are two banquet who take banquet booking.

The banquet function are held in the banquet hall 1 banquet hall 2. board room

south lawn or west lawn

Banquet hall I can accommodate about 80 people in theater style or about 40

people in bedroom set up.

Banquet hall 2 can accommodate about 30 people in casual or theater setup

and 15 people in bed room set up.

The west lawn is ideal for function for about 60 to 150 people. It is more

suitable for casual function like receptions or parties.

The south lawn is suitable for large functions for about 250 to 2500 people. A

make shift pedal and stage beside the lawn makes it a suitable venue for stage

performance.

When the banquet assistants take the booking, they also take down the guest

requirement and special instruction about the menu and the arrangements. The

guest is informed the terms and condition of the booking. The booking is noted

in the banquet diary date wise for reference .

Once the booking is conformed, the banquet information sheet giving the data.

Venue and time of function is sent to the various department like telephone,

reception, housekeeping, stewarding, kitchen, and maintenance.



The function prospectus of the function is then prepared containing the

menu and other details of the kitchen. The format of function prospectus is

given in the pages followed by the various manus and rates for cocktails

snacks, copies of these are sent to the kitchen and the banquet pantry and one

copy to the host of the function.

ROOM SERVICES

This section is handled by a catering assistant. Room services work round the

clock and breakfast and dinner time are the most busy time for this section.

There are three order takers who man the room service cabin round the clock

working shifts. There are stewards who work in different shifts as given below.

Morning shift steward 06.00 am to 03.00 pm 3

Evening shift stewards 02.30 pm to 11.30 pm 2

Night shift stewards 10.00 to 08.00 am 2

The shift of each stewards changes in cyclic manner. The catering assistant

work on a break shift from 09.00 am to 02.00 pm and again from 06.30 pm to

10.30 pm.



At about 12 midnight, one of the stewards goes to all the room and

collects the doorknob breakfast order placed on the doorknob. Then the trays

for theses are set.

Then these order are handled over the order taker who arranges it

accordingly in the time. At about fifteen minutes before the time of the order.

The order taker makes a KOT in triplicate for the order or advance KOT is

made earlier and handed over to the kitchen. Then the order taker prepares the

bill which is taken by the steward when he picks up the order. When the

steward serves the order at the room, he also presents the bill to the guest. The

guest settles the bill either by signing on the bill or by paying cash

F&B Dinning facilities:

Oottupura

The multi-cuisine restaurant overlooking the sea, offering continental &

American breakfast, lunch & dinner, serving Indian, Mughal, Chinese,

Continental, sea food, Kerala specialties South Indian Cuisine.

Adukkala

The Bar-Be-Que food located by the beach. Traditional Kerala food served in

plantain leaf on request. This Open Air Restaurant on the beach sideoffering

tandoori delights of Chicken, meat and fish roasted/grilled on charcoal in a clay



over, served hot. Timings 11:30 Hours to 22:30 Hours.

Mattupavu

The roof top Coffee Shop overlooking the beach with breath taking panoramic

view of the Arabian Sea. Timings: 08:00 Hours to 20:00 Hours.

Food Timings: Breakfast: 07:30 Hours to 10:30 Hours. Lunch 11:30 Hours to

15:30 Hours. Dinner 19:30 Hours to 22:30 Hours. Snacks 07:30 Hours to 11:30

Hours & 15:30 Hours to 19:30 Hours.



CHAPTER – 10ALLIED DEPARTMENTS

ENGINERING AND MAINTENANCE



The engineering department id responsible for the maintaining the facility’s

physical plant. Among other general duties are the department must maintain

the plumbing, the electricity and the heating and air conditioning system.

In thinking about the importance of the engineering department consider what is

improved in maintaining a hotel’s plumbing. In an 800 room property, there are

800 toilets in the guest rooms, plus many more in the public areas. There two

drains in each bath, one of the most common problem calls to engineering

department concern plumbing.

Next think about the vastness of the electrical system in large hotel. Not only

must be the electrical systems be maintained, but the engineering department

is also in charge of microphone or movie projector hook-ups for conferences. It

is a large trade show is being held with many exhibitors booth much time for set

up is demented from the engineering department

The heating and air conditioning system Is the third area involving

the department. Most rooms have individual thermostats, each of course with

its own temperature.

Routine up keeping in paint and upholstery might fall under either

engineering or housekeeping. Which ever aver you can see why close

communication between these two departments is important.



This is an inventory of work needed to be done in the guest room and in the

public area. The chief engineer or executive housekeeper could study these

and realize that they need lamp and might order them at a bulk rate. If several

rooms and well papering outside contactor might be called in to do the work.

ACCOUNT

All the accounting activates i.e planning, budgeting, and analyzing. the

business office of a modern hotel has four major functions.

1 accurate accounting

2 effective cost control

3 accurate forecasting

4 financial reporting

Accurate accounting is the oldest responsibility of a hotel business office. Most

accounting functions are of technical nature and required specialized trainings

and experience. However, all of the various departments managers and

assistant managers employed by a hotel and to understand basis hotel

accounting concerns.

The main revenue of a hotel are produced by the sales of room

supplemented by sales from the other area such as a food and beverage

service, telephone, valet, laundry services and so forth. Revenue are related



directly from customer or there employees and indirectly through hotel

representatives , travel agents and tour wholesaler. The total revenue received

by the hotel are called gross income

From the gross income, the hotel must deduct operating expenses such as

utilities, payroll, telephone expenses, advertising cost and so forth to determine

profit. If overhead is increase or income decreased profit are described

ACCOUNTING TOOLS

The main accounting tools used in the business office are the following

Guest checks, involve and receipts

Cash receipts journal

Accounts receivable journal

Cash disbursement journal

Account payment journal

Payroll journal sales report

MARKETING FUNCTIONS



The major specialized function involve in the different marketing processes or

in the marketing are known as marketing functions

Tousle and Clark have defined a marketing function as a major specialized

activity performed in marketing

Important marketing function

Buying and assembling

Selling

Transportation

Storage and warehousing

Standardizing and grading

Financing

Risk bearing

Market formation

PURCHASE AND STORE DEPARTMENT

PURCHASE:

It can be done in 3 main methods each depending on the size and volume of

business

THE PRIMARY MARKET:

Raw materials may be purchased at the source of supply the grower,

producer, or manufacturer or from central market such as smith field, isle of dogs in



London. Some establishment are larger organizations will have a buyer who will

directly buy from primary markets also a number of smaller establishment may

adopt this method for some of them need. The chief patron may buy his fish, meat,

and vegetables directly from the market.

THE SECONDARY MARKET:

Goods are bought wholesale from a distributor or middleman

the catering establishment will pay wholesale prices and obtain possible discounts.

THE TERITARY MARKET

The retail is cash and carry warehouse is a method suitable for smaller

companies. A current pass obtained from the warehouse is required in order to gain

access. This method also requires the user to have his own transport. Some cash

and carry organization requires a VAT number before they will issue an authorized

card. It is imported to remember there are added costs. Running the vehicle and

petrol used. The persons time for going to the warehouse

Cash and carry is often an impersonal way of buying, as there is no staff to

discuss quality and prices



STANDARD PURCHASING SPECIFICATION

Standard purchasing specifications are documents which are drawn up for

every commodity describing exactly what is required for establishment. These

standard purchasing specification will assist with the formulation of standardize

recipes? A water light specification drawn up which, once approved, will refers to

every time the item is delivered. it is a statement of various criteria related to

quality, grade weight size and method of preparation. Other information given may

be variety, maturity, age color, shape etc. a copy of standard specification is often

given to the supplier and the store keeper who are left in no doubt as to what is

needed. These specifications assist in the costing and control procedure.

COST CONTROL

It is important to know the exact cost of each process as every item produced

so a system of cast analysis and cost information is essential.

THE ADVANTAGE OF AN EFFCIENT COSTING ARE

It discloses the net profit made by each section of the organization and

shows the cost of each meal produced.

It will reveal possible source of economy and can result in more effective use

of stores, labor, material etc.

Costing provides information necessary for the information necessary for the

information of Asian policy



Cost records provide and facilitate the speedy quotation for all special

functions. E.g. special parties, wedding reception etc.

It enable the cater to keep a budget No one costing system will automatically

suit every catering business, but the following are the guidelines which may

be helpful

The co-operation of all departments is essential.

The costing system should be adapted to the business and not vice-versa. If

the accepted procedure in an establishment is altered to fit a costing system

then there us danger of causing reenactment among the staff and as a result

losing their cooperation. Clear instruction in writing must be given to staff,

who one require to keep records. The system must be made as simple as

possible so that the amount of clerical labor required is kept to minimum. An

efficient mechanical calculator or computer should be provided to save time

and labor. To calculate the total cost of these materials and ensure that an

advance is made for them under the heading of overheads.

FOOD COST AND OPERATIONAL CONTROL

A food is expensive efficient stock control levels are essential to help the

profitability of the business. The main difficulties of controlling food are follows:

Food prices frigates frequently because of inflation and fell in the demand

and supply through poor harvest, bad weather conditions etc.

Transport cost, rise which affects food companies and procedure cost



Changes in the amount demanded by the customer increased demand,

changes in taste and fashion influence demand from one product to another.

Media focus on certain product which are labeled healthy or unhealthy will

affect the demand

Each establishment should device. As own control system to suit the needs

of that establishment

FACTORS WHICH AFFECTS A CONTROL SYSTRM ARE

Regular changes in the menu.

Menus with a large number of dishes.

Dishes with a large number of ingredients

Problems in assessing customers demand

Difficult in not adhering or to operate standardized recipes

Raw materials purchased in correctly

The menu remains constant

Standardized recipes and purchasing specification are used

The menu has a limited no: of dishes Stocktaking is therefore easier and

costing, more accurate. In order to take carry out a control system, food

stocks may be secure, refrigerators and deep freezers should be kept locked

portion controls must be accurate. A book keeping system must be

developed to monitor the daily operation.



THE CONTROL CYCLE OF DAILY OPERATION

Purchasing

Receiving

Issuing

Preparing

Setting

PURCHASING

It is important to determine from the range of commodities in use which will

determine he unit costs yield testing indicates the number of items or portions

obtained and helps to provide the information required for producing, purchasing

and specification yield testing should not be confused with product testing which is

concerned with the physical properties of the food, texture, flavor, quality. Although

in reality test are frequently carried out which combine the objective.

RECEVING

Goods must be checked on delivery to make sure key meat the purchase

specification.

STORING AND ISSUING

Raw materials should be stored correctly under the right conditions

temperature etc, a method of pricing the material must be decided and one of the

following should be adopted for charging the food to the various department. The



cost of them does not remain fixed over a period of time, a store items may well

have several prices. The establishment must decide which price to use

Which price to use

Actual purchase price

Simple average price

Weighted average price

Inflated price

Standard price

PREPARING

The important stage of the control cycle. The cost of food consumer depends

as a factor

The no of meal produced the cost per meal

Control the number to be catered for

Control the food per meal in advance of production and service by using a

system of pre-costing using standardized, recipes, indicating portion control

SALES AND VOLUME FORECASTING

This is a method of predicting the volume of sales for future period. In order

to be of practical value of forecast must:

Practice the total no: of covers

Predict the choice of menu items



PRE-COSTING DISHES:

This method of costing is associated with standardized recipes, which gives

the total cost of the dish proportioned often with a selling price.

SUMMARY OF FACTORS, WHICH WILL AFFECT THE PRIFITABILITY OF ESTABLISHMENT

Over cooking food resulting in partialness

In efficient preparation of raw materials

Poor portion control

Too much wastage, in sufficient, use of raw materials, left over food not

being utilized

Theft

In accurate ordering procedure

No reference mark to standardized recipes and yield factors

Inadequate checking procedures

In sufficient research in to suppliers

Bad menu planning

In accurate fore casting

STORE KEEPING

A clean, orderly food store ran efficiently is essential in any catering

establishment for the following reasons:



Stocks of good can be kept at a suitable level, so eliminating the risk

running out of any commodity

All food entering and leaving the stored can be properly checked, this

helps to prevent stage

An check can be kept on the percentage of p[profit of each of thee

department of the establishment

A WELL PLANED STORE SHOULD INCLUDE THE FOLLOING FEATURES

It should be cool and should face the north so that it does not

have the sun shinning into it

It must be well ventilated, vermeils proof and free from dampers

It should be convenient position to receive goods being

delivered by suppliers and also in a suitable position to issue

goods to the various departments

A wash basin, soap, nailbrush and hand dryers must be

provided for staff, also a first aid box

A good standard hygiene is essential therefore wells and

ceilings should be free from cracks, and other painted and filled

so has to be easily cleaned. The floor should be free from cracks

and easy to wash. The junction between the coal and floor

should be rounded to prevent the accumulation of dirt. A



cleaning not a should cleanly show daily, monthly and weekly

cleaning task

SHELVES SHOULD BE EASILY TO CLEAN

Good listening both natural and artificial is very necessary

A counter should be provided to keep out UN authorized persons thus

reducing the risk of pilfering

The store keeper should be provided with a suitable desk

There should be well-arranged space with shelves of varying depths and

separate section for each type of food. These sections may include deep

freezer cabinets, cold rooms, and refrigerators, chill rooms, vegetable bin

and container stores. Space should be provided for empty containers.

Efficient easy to clean weighing machines for large and small scale should

be supplied

Store stall must wear clean overalls at all times and suitable shoes to help

prevent injuries if any heavy items is dropped on the feet

Steps to help stall reach good on high shelves and an appropriate trolley

should be provided

STORE CONTAINER



Food delivered in filmy bags or containers should be transferred to suitable

store containers. These should be easy to wash and have light fitting lids. Glass or

plastic containers one suitable for many foods, such as spices and herbs as they

have the advantage of being transparent, therefore it is easy to see at glance how

much of the commodity is in stock. Bull dry goods should be stored in suitable bins

with tight fittings lids. These bins should have wheels, so that they can be easily

moved for cleaning. All bins should be clearly labeled and numbered.

Sacks or cases of commodities should not be entered on the floor; they

should be raised on boards so as to permit free circulation of air. Some goods

delivered in contains suitable for storage and these need not be transferred. Heavy

cases and jars should be stored at a convenient height to prevent any strain in

lifting

STORAGE POINTS

All old stock should be brought forwarded with each new delivery

commodities with strong small or favors should be stored as far away as possible

from those foods with readily absorbs smelling cheese should not be stored near

eggs.

Bread should be kept in well ventilate container with a lid lack of ventilation

cases consideration and encourages moulds cakes and biscuits should be

stored in our tight tins



Stock must be inspected regularly particularly cereals and cereal products to

check for signs of mice of weevils

Timed goods should be unpacked inspected and stack on shelves. When

inspection tins, these points should be looked for.

Blown tins: this is where the ends of the tins bulge awing to the formation of

gas either by bacteria growing on the food by the food attacking the tinplate. All

blown tins should be thrown away as he contents may cause food poisoning

Dented tins: these should be used as soon as possible, not because the dent

is an indication of an inferior quality but because dented tins, if left, will rust and the

rusted tin will eventually puncture.

Storage life of tins varies considerably and depends mainly on how the

contents attack the internal coating of the tins, which may cords and lay bare the

steel.

Due to fewer preserving additives, may bottle foods now need to be

refrigerated once they are opened cleaning material often have a strong smell,

therefore key should be kept in separate store. Cleaning powder should never be

stored near food. Foods are divided in to two groups for the purpose of dry food

and perishable foods. Dry food includes: cereals, pulses, sugar, breads, jams,

pickles and other bottle foods, canned foods, cleaning materials. Perishable food

includes most poultry, meat fish, dairy products, vegetable and fruits



THE STORE KEEPER

The essentials, which go to making of good storekeeper, are:

Experience

Knowledge of how to handle, care for and organize the stock, in which static

it’s needed.

A tidy mind and a souse of details

A quick group of figures

A clear hand writing

A liking for his or her job

Honest

There are many departments that draw supplies from these store-kitchen,

skill rooms, restaurant, grillroom, banqueting and floor service. A list of the

department should be give to the storekeeper, together with the signature of the

department heads or those who have the right to sign the requisites forms. All

registration must be handed so the storekeeper in time to allow the ordering and

delivering of the goods appropriate days. Different color requisition may be used for

the various departments if desired.

DUTIES OF THE STORE-KEEPING

To keep a good standard of tidiness and cleanliness

To arrange proper storage space for incoming food stuffs

To keep up-to-date price list of all commodities



To ensure that an ample supply of all important food stuffs is always

available

To check that all orders are correctly made out and dispatched in good-time

To check all incoming stores quantity, quality and price

To keep all delivery notes invoices, credit notes, receipts and statements

efficiently filled

To keep a daily issue of stores sheet

To keep a set of bin cards

To issue nothing with out receiving a signed chit in exchange

To check all stock at frequent intervals

To see that chargeable containers are properly kept returned and credited,

that is, all money

Charged for sacks boxes etc, deducted from account

To obtain the best value at the lowest buying price

To know when food are in and out of session

To storekeeper maintains certain records, they are bin cards, store ledger

Book, order book, stock sheet

SECURITY DEPARTMENT

The security is not prerogative of any one person is an establishment;

all staff should be security minded and report anything of suspicious nature.

Staff should realize the necessity of not giving information regarding internal

matters to such persons as inquiring agents, newspaper reporters etc, most



large establishment have one or more security officers on their staff to

percent crime and to protect guests and their staff from such dangerous as

thefts, bomb threat, fire or assault. In smaller hotels the responsibility for

security will be the managers and in other establishment will be the manager

equivalent. The security officer often and ex policeman, keeps in touch with

security officers and much information gained is shamed among them. He

ensured that the necessary measures are carried out. The security officers

mores inconspicuously among the guest and is responsible for arrangement

regarding.

Suspicious person or behavior

Keys

Electronic locks and window locks

Bomb threats

Fire precaution and the elevation of the building if necessary

Inspection, tours of building of check for security hazards

Suspicious objects

Closed TV for identification of persons

Contractors and casual staff entering the building

Searching of bags and body

Lost property

Investigation of reports of guest losses



Provision of safety deposits boxes in guest room and ‘peep’ holes in the

doors

The safe guard of money when large amounts are being moved from place to

place for e.g. to and from the bank. The security officer may or may not also being

the safety officer and so may or many not be responsible for the safety precautions.

Entrance halls of all establishments are vulnerable places. In hotel there can

at certain times be many people about thieves and terrorist may take advantage of

these, example picking unguarded articles are taking the opportunity of getting

further in to the building, in small hotels the entrance hall is often not manned and

unless the door any one may entered the time keeper keeps an eye on the back

door and the staff comings and goings and at times any inspect parcel and cases

according to house customer.



CHAPTER –11PROBLEMS

ANDSOLUTION

PROBLEMS AND SUGGESTIONS

Front office



Problems

Running short of barouches and traffic card

No adequate staff

Lack of knowledge of foreign language

The situation of bell desk. The bellboy cannot see the guest arriving at

the hotel with baggage.

Suggestions

The management should take car to provide adequate number of

barouches

The management should employee more staff for a smooth functioning of

the department.

Since the large number of clients are foreigners, the front office staff

should be fluent in language like French German etc.

House keeping

Problems

Lack of qualified staff



Staff allocation not done properly

Guest laundry often gets delayed

Pest control insufficient

Suggestions

The hotel must be recruit qualified staff, thus preventing delay in service

As guest laundry gets delayed

Spraying and fumigation should be done often

Food and beverage production

Problem

Kitchen stewarding not functioning properly

Running short of utility workers

No proper garbage removal

Lack of knives and peelers

Suggestions



Pot washing should be given more importance as it delayed in the

preparation

More utility workers to be recruit

Removal garbage should be done frequently to avoid bacteria infection.

Adequate number of knives and peelers should be provided.

Pest control, strict measure to be taken

Food and beverage services

Problem

Lack of staff

Shortage of cutlery and cookery

Poor grooming standard of staff

Suggestions

Recruit qualified staff for better service

Adequate supply of cutlery and crockery should be made available

Grooming should be up to standard





CHAPTER-12CONCLUSION

CONCLUSION

To mainly conclude the summary of the working of the hotel. THE UDAY

SAMUDRA BEACH HOTEL, KOVALAM, various fact and figures and



procedures were discussed in detail. This report mainly gives you the detailed

information about the working condition and the various systems of all the

department in the hotel. To start up with the introduction to travel tourism and

hospitality, the history on the tourism as well as the hospitality industry were

maintained. The tourism of India and the new development that were made in it

were clearly discussed. The clear picture of Trivandrum city was taken into

consideration.

Secondly, the aims and objectives methodology and limitations.

The main aim was given for the study of various working procedure of each

department in hotel.

Coming next to the introduction of . THE UDAY SAMUDRA , ITS PROFILE

“objectives information about the hotel THE UDAY SAMUDRA BEACH,

KOVALAM” and its different department like the Front of the house and Back of

the house and brief introduction of Trivandrum was also given.

Then coming on the Front Office Department, its procedure and systems such

as reservation, billing telephone department, bell desk, their hierarchy and the

layout is clearly mentioned.

Then comes to housekeeping department, which includes cleaning

procedures, their control on keys and the up keeping, its function laundry, linen

room and their function and hierarchy are mentioned clearly.

Coming to the food and beverage services include layout, each outlets, mode

of functioning of restaurant and bar, their operation, requisition, billing



procedure, table reservation, the bar requisition. All these were taken into

consideration and discussed carefully and their hierarchy and layout are

procedure.

Food and beverage production department covers the detailed description

of each outlet how the KOT is handled, requisition are made, procedure of

handling the food, preservation etc. are taken into consideration, their hierarchy

and their layout is clearly mentioned.

Next comes the, allied department which gives the information about the

processing of complaints, preventive measure, the register maintained and their

hierarchy are clearly mentioned. Thus to conclude this project, the smooth and

efficient running of THE UDAY SAMUDRA BEACH HOTEL, KOVALAM, is

mainly because of the well trained well groomed staff and good management

and good co-ordination between the departments



ANNEXURES


Documents

COMPLETE PROJECT 3RD BHM.doc