IIHM BANGALORE

PROJECT REPORT

Submitted in partial fulfillment of the requirement for the II year

Industrial Training Program

Diploma in Hotel Management,

B.Sc in Hospitality and Catering from

Bharathiar University & BA Hospitality Management from

University of West London

YEAR 2013 - 2016

Topic : Project Report On

Leela Palace, Bangalore

Student Name : G Dharani Chandran

Reg. No. : Iihm13blr018

Faculty Guide :

Director : Mrs. Shalini K Charles

International Institute of Hotel Management & Catering Sciencend874/A Krishna Temple Road, HAL 2 Stage (SSK Chambers)

Indiranagar,

Bangalore – 560038

Mrs. Dakshina Ghosh

ACKNOWLEDGMENT

It gives me a great pleasure to acknowledge all those who gave me their

valuable time and energy with such grace to supply valuable facts and

opinions that has helped in bringing this project to proper shape.

Much of the credits goes to our project mentor and guide, Mrs. Shoanli

Roy Kapoor and Mr. Varun Kalra. Their dedicated help and encouraging guidance

helped me in the formation and finalization of the project report.

I also dedicate my sincere thanks to Mrs. Shalini K Charles, Director of

International Institute Of Hotel Management, Bangalore.

Finally and by no means the least, I would like to express my thanks to

all who have been directly or indirectly instrumental in the successful completion

of this project.

Declaration

I hereby declare that this project report entitled “IIHM Bangalore Project Report”

is an original work carried out by me G Dharani Chandran, in partial fulfillment

of the requirements of the BHM program to the IIHM Bangalore under the

guidance of our business communication faculty Mrs. Moksha Sharma. This work

or any part of this work has not been previously submitted for degree, diploma

or any institution elsewhere.

G Dharani Chandran

2

Table of Contents

1. Introduction 1

2. Company Strategy 2

3. Methodology 5

4. Summary 6

5. Food And Beverage 7-14

5.1 Citrus 8

5.2 Jamavar 9

5.3 Zen 10

5.4 Le Cirque 11

5.5 Library Bar 12

5.6 Royal Club 13

6. Front Office 15-22

6.1 Arrivals (VIP/GROUP/FIT) / Departure / Mode of Payment 16

6.2 Duties And Responsibility Of Front Office 17

6.3 Membership Programe In Leela Palace, Bangalore 19

6.4 Night Shift (Night Audit) 21

6.5 Layout Of Front Office, Main Porte & Back Area 22

7. Housekeeping 23-29

7.1 Housekeeping Department And Divisions 24

7.2 Amenities Provided In Each Guest Rooms 25

7.3 Brands 26

7.4 The Laundry 27

7.5 The Control Desk 28

7.6 Layout Of Housekeeping Department 29

8. Food And Beverage Production 30-36

8.1 The Main Kitchen 31

8.2 Banquet Kitchen 32

8.3 Bakery 35

9. Bibliography 37

10. Conclusion 38

11. Appendices 1-5 39-43

1. Introduction

HOTEL FACTS

No. of Rooms : 357

Address : The Leela Palace, Bangalore 23, Old Airport Road, Kodihalli, Bangalore – 560008

Telephone No. : +91 80 2521 1234

Facsimile No. : +91 80 2521 7245

Website : www.theleela.com

Architect of the hotel : Thomas Associates

The company Leela venture Private limited was started by Capt. C.P. Krishnan Nair

which is named after his beloved wife Mrs. Leela Nair. The Leela Palace Bangalore is

spread over nine acres of lush gardens, resplendent with cascading waterfalls and ornate

blooms, The Leela Palace Bangalore is among the few places to stay in Bangalore , which is

unabashed in its opulence. Strategically situated near the Bangalore's old airport, the hotel

showcases the architectural glory of Mysore. The art embellishments through the hotel by

Mrs. Madhu Nair.

(source http://www.luxurylink.com/5star/hotels/bangalore-india/leela-palace-bangalore):

1

2. Company Strategy

Our vision

“To be the leading business and destination hotel in India”

Our Mission

• We will sustain our market dominance by providing the finest in personal service for

our Guests.

• Our Food & Beverage and Spa Concepts will reflect Innovation and Creativity. We

recognise our responsibility to conserve the Environment and Support Local

Community.

• We will nurture & protect our assets and ensure we utilise them in the most efficient

manner leading to best results.

Our Motto

Atithi Devo Bhava (Guest is God)

Our Value

• People

• Teamwork Innovation & Continual Improvement

• Product

• Profitability

• Customer Delight

Our Employees Program

Awsome is us

2

Other Hotels of Leela Groups

The Leela MumbaiYear of Opening – 1986

No. of rooms – 391

Distance from

International Airport –1.5 kms

Domestic Airport – 7 kms

General Manager – Mr. Ashish Kumar Rai

The Leela Goa

Year of Opening – 1990

No. of rooms – 206

Distance from

International Airport – 47 kms

Domestic Airport – 47 kms

General Manager – Mr Shridhar Nair

The Leela Kovalam

Year of opening – 2008

No. of rooms – 183

Distance from

International Airport – 15 kms

Domestic Airport – 15 kms

General Manager – Mr N C Somiah

The Leela GurgoanYear of opening – 2009No. of rooms – 322 rooms

+ 90 service apartmentsDistance from International Airport – 5 kms Domestic Airport – 7 kmsGeneral Manager –Mr Michael koopman

Source : (http://www.@theleela.com/Location/)

Source : (http://www.@theleela.com/Location/)

Source : (http://www.@theleela.com/Location/)

Source : (http://www.@theleela.com/Location/)

3

The Leela Palace UdaipurYear of opening – 2009 No. of rooms – 80Distance from Airport – 28 kmsGeneral Manager – Mr Abhishek Sahai

The Leela Palace, New DelhiYear of opening – 2010No. of rooms – 260Distance from–International Airport – 15 kmsDomestic Airport – 13 kmsGeneral Manager – Mr. Louis Sailer

The Leela Palace ChennaiYear of opening – 2012No of rooms – 326Distance fromAirport – 16 kmsResident Manager – Mr. K M Chengappa

Source : (http://www.@theleela.com/Location/)

Source : (http://www.@theleela.com/Location/)

Source : (http://www.@theleela.com/Location/)

4

3. Methodology

This report was compiled on all the information collected during

the course of 22 weeks of training. The methods learnt and observations

made while training was also helpful in creating this report. The information

collected is from the weekly log books, Internet, magazines and from

colleagues who also trained at the hotel.

5

4. Executive Abstract

rdThis report is considered as one of the most important submission for 3 Semester

in second year as industrial exposure trainee in any of the five star property

which provides knowledge through work which is called LTW (Learning Through Work)

th st and this training is of 22 weeks from 26 May 2014 to 31 October 2014.

The training is provided to fill student's brain with the ideas related to back operations

functioning in a hospitality atmosphere. It mainly focuses on four major areas.

1. Rooms division

Housekeeping/Accommodation Operation

Front Office

2. Food and Beverage Service

3. Food Production

Detail study of the departments have been mentioned with given emphasis on the sub

sections of each with appendices attached and as on a wherever required.

6

5. FOOD AND BEVERAGE

Restaurant Manager

Bar Manager

F&B Executive

Supervisor

Captain/Team Leader

Associates

Trainees

F & B Manager

Asst. Restaurant Manager

F&B. M. – Mr. Kuruvia, Jimmy

Food and Beverage Service refers to the

provision of food as well as beverages in

an establishment such as a restaurant or a

hotel. The one pursuit that binds people

together is food. Food and beverage

service is the essential link between the

customers and the menu, beverages and

o the r s e rv i ce s on o ff e r i n an

establishment. The server is the main

point of contact between the guest and the

establishment.

Source: (http://www.@theleela.com/bangalore)

Citrus

17

5.1 CITRUS

Description : World Comfort Cuisine All day dining restaurant.

It is a bright, fresh, young and full of life interactive

Theater of Food and Beverage

Cuisines : European(French and Italian),

Mediterranean, Arabic, Indian (North & South)

Timings : Breakfast Buffet (Mon to Sun) -

06.30 to 10.30 am @ INR1000plus.

Lunch Buffet (Mon to Fri) - 12.00 to 3.30 pm.

Soup & Salad @ INR1000 + taxes Soup, Salad & Dessert Buffet @ INR 1200 + taxes Lunch Full stage Buffet @ INR 1500 + taxes

Kids Lunch Buffet @ INR 1500 + taxes Dinner (Ala carte only except Wednesday)

-7.00 to 01.00 am.

Special events/Promotion :

Namma Bengaluru Brunch – “ An ode to beautiful vibrant city and the cuisine of

Bengaluru”

Timings : 1200hrs to 1500hrs

Price : INR1700 + taxes

Sunday Brunch - “A delectable fare featuring world cuisines, live kitchen,

unlimited pours of international beverages and children's

play area with kids' friendly buffet".

Timings : 1200hrs to 1500hrs

Price : INR 3000 + taxes (Alcoholic)

INR 2700 + taxes (Non Alcoholic)

Signature Dishes : Australian Wagyu Tenderlion, Irish Angus Tenderlion

Lebanese Mixed Grill, Jumbo Tiger Prawns, Scottish

Smoked Salmon.

8

5.2 JAMAVAR

Description : Indian Specialty Restaurant

Cuisine : Indian

Time : Lunch - 1200 hrs to 1445hrsDinner - 1900 hrs to 2315 hrs

Special events/promotions :

The Royal Set Menu : Taking Indian food to a new high with a wine paired menu where you get 1 glass of wine with the starters and 1 glass with the main course.

Price : INR3500 + Taxes INR4000 + Taxes

Signature dishes : 1. Raan-e-Jamavar2. Nalli ka sallan

Source : Self Clicked

9

5.3 ZEN

Description : Oriental Speciality Restaurant (Chinese, Japanese and Thai Cuisine)

Cuisine : Oriental

Time : Lunch - 1200 hrs to 1445hrs Dinner - 1900 hrs to 2315 hrs

Special events/promotions :

Zen Expression Lunch : “Specially handcrafted by our Chinese and Thai master chefs, a four course lunch menu, a quick and aperfect way to experience fresh and exotic Asian fare"

Price : INR 3500 + TaxesINR 4000 + Taxes

Signature dishes : 1. Zen Dragon Roll2. Xiao Mai

Source: (http://www.theleela.com/locations/bangalore/dining/dining-photos-and-videos)

10

5.4 LE CIRQUE

Description : Celebrating signature French and Italian dishes from the

Flagship Le Cirque New York, diners are promised a

gastronomical spectacle to remember. Revered by critics

of New York City, the menu features a creative culinary

flair for Italian and French cuisine, complemented by a

repertoire of select wines.

Cuisine : French and Itallian

Time : 1830 hrs – 0030 hrs

Price : Al-a-cart Pricing

11

http://www.theleela.com/~/media/TheLeela/bangalore/images/1280x900_background-gallery/le-cirque-signature.ashx

5.5 LIBRARY BAR

Description : Despite the rare and valuable book collection, we suggest you start your day reading with the wine and spirits list. Explore ancient Armanacs and rare Malts in an atmosphere that combines Indian opulence with the leather and dark wood of the English club

Time : Lunch - 1100 hrs to 2330hrsDinner - 1100 hrs to 0100 hrs

Special events/promotions :

Hi-Tea : “British style high tea featuring finger sandwiches, baked scones, selection of mini cakes etc. Upgrade to a sparkling or a champagne high tea with two glasses included."

Price : INR 1200 + Taxes

INR 2000 + Taxes

INR 4000 + Taxes

Signature dishes : 1. Martini

2. Single malt wisky

Source : Self Clicked

12

5.6 ROYAL CLUB

The Royal Club is to offer hospitality designed to cater to the needs of an exclusive

league of guests.

The Royal Club Lounge

• Breakfast 0630hrs to 1100hrs.

• Daily theme elegant canapes and light snacks, Between 1130hrs to 1330hrs.

• Traditional English afternoon Hi-Tea, Served Between 1500hrs to 1700hrs

• Evening cocktails, wines & aperitifs served with Amuse Boucher based on the food

themes at our other restaurants, between 1800hrs to 2100hrs.

• Refined liqueurs & spirits with chocolate pralines and petit fours, between 2130hrs

to 2300hrs.

• Complimentary internet service in our Business center

Billiards Lounge and Cigar lounge

th• Located on the 6 floor

• Open at any time between 1800hrs to 2330hrs on weekdays & between 1100hrs to

2330hrs on weekends & holiday.

Other Facilities

• Usage of our meeting room on the fifth floor for two hours per stay

• Half hour internet connectivity per day at the Business Centre adjacent to the Royal

Club Lounge.

• Check-out can extend until 6.00 pm.

• Rooms is equipped wit a DVD Player.

Source : (http://www.@theleela.com/bangalore)13

Sl.No. Rooms Area Sq.Ft. Seating Capacity

1 RC Roshni 406 Min-12/Max-14

2 RC Dhwani 377 Min-12/Max-14

3 RC Nitya 840 70

4 RC Royal Board Room 700 16

Brands Used

Crockery :

Plates :

•

• Tata Products - India

• Bernaudad - France

Cutlery :

• Guy de Grenne – France

Glasses :

• Oceanic – Indian

Coffee Machine :

• Frankie Machine

Rosenthal - Germany

14

6. FRONT OFFICE

Trainees

RDM

FOM

AFOM

DM

EXE

Supervisor

Associate

Bell Boys

RDM – Mr. Sud, Sameer

FOM – Mr. Mamgain, Rahul

Front Office acts as the key for the

POS in a hotel in terms of rooms,

restaurants, SPA etc. being the 1st

approach to the guest at all times.

Core Duties

Reservation : Room Booking, Guests Preferences, Identifying VIP Guests.

Front Desk : Check in/ Check out, ATG, Lobby presence, Cashiering.

Concierge : Car Arrangements, Guest Requests, Booking Tickets, Restaurants

Reservation.

Other Service : Giving Wake-up Calls, Telephone handling.

Standard Phrases used in the hotel

External Call : Greetings of the day, Thank you for calling Leela Palace Bangalore.

How may I assist you?

Internal Call : Greetings of the day, department / section name This is (your name) speaking How may I assist you?

PMS used in the hotel

Opera 5.0

Other Software's – Touche, Macros, Advance Hotel Management and vicus.

15

6.1 Arrivals (VIP/Group/FIT)

The palace follows the same arrival procedure, yes if it has a VIP guest coming

he/she is welcomed by the GM, in his absence the guest is welcomed by the RDM and the FOM.

Procedure followed:

• Arrival at the hotel by Hotels BMW 5 or 7 Series with indication of parking lights

which means is is a new check in.

• The Executive/associates/DM will address the guest and escort him to the lobby.

• Experiencing the Indian traditional welcome (Atithi Devo Bhava concept; Guest is

God) through shower of rose petals& aarthi –tikka

• Capturing the picture perfect moment making the experience unforgettable personally

escorted to the room with in-room check-in or please him to sit in the lobby to make

the check in within 5 min and escort him to the room.

Departure

• A day prior the guest is reminded about his departure from the hotel.

• If the guest informs then the dills are printed prior, else it is always cross-checked in

front of the guest then made.

• Guest can demand for an express check-out, the FO needs to be informed 1hr prior.

• The bills are settled according to the modes of payment given below.

• The guest is escorted to the main poach to his car by the DM/exe/Associate.

• Guest history card is maintained.

Modes of Payment

• American Express

• Master card

• Visa Card

• Pay pal

• Cash

• Travelers Cheque

• Ru Pay

Type of Meal plan

• EPAI (European plan all inclusive): Rooms only

• CPAI (Continental plan all inclusive): Room + breakfast

• MAPAI (Modified American plan all inclusive): Room + breakfast + major meal

• APAI (American plan all inclusive): Room + breakfast + lunch + dinner

16

6.2 Duties and Responsibility of front office

Back Area

•

• Updating of Registration Cards

• “C” form (on line C form is followed (link: www.indianfrro.gov.in/frro/formC )

• Handling calls (Internals and Externals)

• Preparing room keys

• Night auditing

• Segregation of bills

• Maintaining guest profile and Guest History Cards

• Handling e-mails

• Maintain internals of the desk

Front desk

• (In-Room) check-in and check-out

• Settlement of bills

• Maintain float cash

• Cash handover

• Welcoming the guest

• Arranging Tickets, Restaurants, etc., on guests requests

• Escorting the guest to the room

• Leela moment (A click to make the guest feel special)

Main Poach

• Report the guest about his external car

• Receiving the news papers

• Receiving the external Courier / Packages for the guest

• Welcome the guest

• Printing Transport bills

Float cash

• Rs. 2,00,000 (Two lakhs only)

Fulfilling all the legal formalities of the guest as per the hotel and other requirements.

17

18

6.3 Membership Programe in Leela Palace, Bangalore

There are two membership programe in Leela Groups Which is Connoisseur Club

And GHA (Global Hotel Alliance)

Connoisseur Club

There are Two Tiar's in this programe

1. Silver 10000+ taxes = 11,236

2. Gold 15000+ taxes = 16,854

• The Membership is valid for 12 months only.

• Membership Card is non Transferable

• Membership Programe is valid only for dining in ZEN, JAMAVAR, CITRUS,

LIBRARY BAR.

• Discounts shall be available only if there is a valid signature of a holder is in the card.

• The discounts does not include taxes

• Discounts applicable only when the guests minimum of two main course of the menu.

• All certificates are for one time use only.

Benefits

• 20% - 50% Discounts on food bills as per number of diners.

• 15% Discounts on bakery items, sea food, take away orders.

• 20% Discounts on Room service and Snacks at Library bar.

• 25% Discounts on Spa Treatment From Monday to Thursday 0900hrs – 1700hrs.

• 10% Discounts on rooms for Silver card holder

• 15% Discounts on rooms for Silver card holder

19

GHA – Global Hotel AllianceFour types of tier

•

• Platinum

• Black

Enroll in GHA Discovery – GOLD (min of one stay)

• One gold local Experience after first stay

• Choice of news paper

• Complimentary internet access

• Complimentary bottled water

• Membership preference profile

Moving up to PLATINUM (Min stay of 10 nights + Gold Privileges)

• One platinum Local experience

• Upgrade to next room category at check in

• Late check out 1500hrs

• Guaranteed room availability 48hrs prior to arrival

• Local Amenities

BLACK Unique Privileges (min stay of 30 nights + Platinum Privileges)

• One black local experience

• Double upgrade at check in

• Early check in 0900hrs / late check out 1800hrs

• Guaranteed room availability 24hrs prior to arrival

• Choice of Amenities

• Local Brand benefit

Other brands under GHA

•

•

•

•

•

•

•

•

•

•

•

•

Gold

Anantara

First Groups

Kempinski

Marco Polo

Mirvac

OMNI groups

Pan Pacific

Park Royal

Shaza

The Doyle Collection

The Leela

Tivoli

20

6.4 Night Shift (NIGHT AUDIT)

Work Performed:

•

• Cash handover (from the evening shift to the morning shift)

• Printing of reports

• Registration Cards updating

• “C” forms

• XYZ Folios

Baggage Handling Procedure:

• If a guest wants the hotel to handle its luggage, a left luggage tag is attached to it

with the guests name and date.

• It is kept in the executives locker with the left luggage safe after checking what is

been kept, the code would be shared within two members the guest itself and the DMs.

• A mail is sent to the guest after 2 weeks if the guest has not turned up for its luggage,

if no response reminder mails are sent for the next 6 months. If its collected the DM

has to be their handover the stuff to the guest, if no response the after 6 months the

hotel is no more responsible for the luggage and can be auctioned or if possible is used

for hotel purpose.

Checking of the entire days postings/transcations.

21

6.5 Layout Of Front Office, Main Porte & Back Area

Way

to

reas

taur

ants

1

23

4

5

6 7

8

9

10

11

12

13

14

15

1. PD

2. RDM Room

3. AFOM Room

4. FOM Room

5. DM Desk

6. Back Area

7. Concierge

8. Main Porte

Reception

9. Front Desk

10. Guest Area 1

11. Guest Area 2

12. Guest Lift

12.1. A

12.2. B

12.3. C

12.4. D

13. Main Porte

14. Guest Car

Parking

15. Entry

16. ATG

16

22

7. HOUSEKEEPING

Housekeeping is considered as the background of a hotel. Because it is

responsible for the cleanliness of the hotel. If housekeeping is not function in a

hotel the whole hotel will be running in a chaos.

Apart from cleaning the hotel the housekeeping responsible for evacuation

of people in the hotel during emergency periods like fire, flood, etc.

Executive Housekeeper

Deputy Housekeeper

Linen & Uniform Desk Control Supervisor

Floor Supervisor

Tailors Attendants Florists

Upholsters

Horticulture

Room

Cloak Room Attendants

Attendants

Housemen

Public Area Supervisor

Source : Self Clicked

23

7.1 Housekeeping department and divisions

The housekeeping department can be divided into various sub divisions.

These divisions are:

1. Floors.

2. Public area.

3. Linen and uniform room.

4. The laundry.

5. The florist.

6. The housekeeping control desk.

Floors

There are four room attendants assigned to each floor. It is their duty to clean up

all the rooms, corridors, pantry and the staircase. The pantry stores all clean room linen,

guest linen, and other amenities and magazines. The housekeeper must take an account

of all the soiled linen before bundling them and throwing them down the chute.

Before the cleaning process takes place a trolley is arranged for the shift, the trolley

contains the following things.

• Soap bars

• Dental kit

• Cleaning agents

• Hotel magazines

• Newspapers

• Buckets and brushes

• DND Cards

• Laundry slips

• Shoe shine slips

Public areas

The public areas handled by the housekeepers are:

• Lobby

• Lounge and main porch

• Restaurants

• Banquet halls

24

7.2 Amenities Provided In Each Guest Rooms

Sl.No Amenities Deluxe Rooms

ConservatoryRooms

Executive suite

01

02

03

04

05

06

07

08

09

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

Telephones

Directory

Ash tray & Match box

Breakfast card

Room service menu

Television

Mini Bar

Laundry Bags

Laundry Baskets

Shoe Baskets

Drinking glasses

Stationery kit

Bath towels

Bath mats

Hand towels

Face towels

Dental kit

Gargling glass

Loofah pad

Tissue box

Shower cap

Soap

Shampoo / Bath gel

Lotion

Cotton balls (Pkt)

3

1

3

1

1

1

1

1

1

1

2

1

3

1

2

3

1

1

1

1

1

3

1

1

1

4

1

4

2

1

2

1

1

1

1

4

1

3

1

2

3

1

1

1

1

1

3

1

1

1

3

1

3

1

1

1

1

1

1

1

2

1

3

1

2

3

1

1

1

1

1

3

1

1

1

25

Linen and uniform

The linen room plays a very important role in the functioning of the hotel. Linen is a

generic term used for the fabric manufactured from the fibers of a flux plant. It is a very

expensive commodity and requires great care while handling. The hotel must maintain a par

stock of linen for all the departments, which will add up to, a large number. It is for the linen

room to have well-arranged shelves with heavier linen placed on the lower shelves and lighter

linen on the top shelves. Proper arrangements must be made for worktables with seating

location for seamstress, place for segregation of linen, trolleys and proper storage place for

miscellaneous items. The linen room supervisor is responsible for the linen and uniform.

A computerized system is used to keep track of the stock to avoid pilferage.

Each staff depending on the designation the following number of uniforms are given:

Men/women Items Numbers Shirts 3 Trousers 3 Waist coats 3 Kitchen coats 3 MEN Blazers 2 WOMEN Shoes 1 Pair Tie 1 Sari 3 Blouses 3 Salwar Kameez 3

26

Toiletries

7.3 Brands of Toiletries & Matress

Bulgari - Italy - Presidential Suite

Asprey - Landon - All suites

Quercus - Landon - Royal Club Rooms

Quality Amenity Supplies - Hong Kong - All Deluxe Rooms

All Metal fittings - Hindware and jaguar

Matress

Sealy - Canada

King Koil - Hong Kong

Content :

Panel 44% of Rayon

Size :

King - 6'.5'' x 6'.0"

Twin - 6'.5'' x 3'.5"

Pillow - 1.4 Kg

Duvet - Pure Goose Feather

Chemicals

Diversey

Machineries

Nilfisk

7.4 The Laundry

The housekeeping department and laundry work very closely together. This relationship

is important for every department in the hotel to function smoothly. The laundry is responsible

to provide clean and hygiene laundry. The Leela Palace - Bangalore can boast of having the

largest laundry in Bangalore equipped with the latest and automatic. American and Italian

washing machines, dryers dry cleaning machines, labeling machines, calendar machines, shirt

press, dummy press. John Pro an American product manufactures all the chemicals such as

detergents, builder, starch, softener, spots and stains. The formulas are confidential are known

only to 2 employees in the laundry.

Laundry manager

Laundry supervisor

Pressmen / Machine operators

The florist

There is a specific room allotted for

the Florist. It is situated next to the

Executive House Keeper's Office. There are

3 florists in charge of all the arrangements to

be placed in the public areas, like the lobby,

Reception, Business Center, Citrus

Restaurant, the Library Bar, Banquet Halls,

Guest Rooms. The Executive House keeper

indents the flowers. The florists have

been trained in Ikebana arrangements, and

continental style of flower and fruit

and vegetable arrangements. The Leela has

also won many awards for their exquisite

arrangements.

27

Laundry structure

http://media-cdn.tripadvisor.com/media/photo-s/02/30/90/92/gigantic-flower-arrangements.jpg

7.5 The Control desk

The housekeeping desk is the nerve center of the housekeeping department. It is the

center of communication for the entire department especially to the front office department and

also where all the functions plans and daily duties are distributed to the staff. At the beginning of

the shift the log book is read and a status of the days room position is made and accordingly work

is allotted to the house men, all the house men have to report to the control desk and collect their

pagers. After the allotment of work the key cards are handed over. And all the staff is requested to

read the notice board at the control desk before proceeding to work. To keep themselves updated

with all the happenings of the hotel. After the shift the room boys have to make a hand over at the

control desk, hand over the pagers and leave for the day. The desk housekeeper keeps a constant

check on the room status and informs the floor supervisors on departure, or request. All the lost

and found items are bought to the desk, a special registrar is maintained which contains all the

details regarding the item found for example the name of the person who found the item, where

it "was found, description of the article and so on. The articles are placed under Lock and key.

The desk also handles the entire guest request including the Guest complaints.

Co-ordination with Front Office

ccupancy forecast

Night report

The status of each room and the percentage of occupancy and the category of the

room.

Daily VIP arrivals and the VIP in-houseguest list.

The daily-anticipated departure list.

Group rooming list.

Room changes

Daily arrival list

The housekeeping department must communicate the housekeeping status in

An accurate orderly and speedy manner.

Co-ordination with Food and Beverage Service

Linen requirements

etails of the function

Cleaning timings

Special requests

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7.6 Layout of housekeeping department

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Uniform room

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8. FOOD AND BEVERAGE PRODUCTION

The food preparation in professional cookery denotes preparation and cooking, it follows a flow pattern, which commences with the purchasing, and selection, their handling, processing and the ultimate presentation of the dishes to the customer.

The art of cooking is ancient; the first cook was a primitive man who put a hunk of meat close to the fire, which he had lit to keep himself warm. He discovered that the meat heated in the way was not only tasty but also must easier to masticate. From this moment from unrecorded past, cooking has evolved to reach the present level of sophistication.

Executive chef

Executive sous chef

Sous chef

Junior Sous chef

Commi 1

Commi 2

Commi 3Source : Self clicked

Source : Self clicked

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8.1 The Main Kitchen

Citrus Kitchen

The main kitchen is located on the lobby level. It is the nerve center of the food

production unit. The main kitchen is further divided into four sections.

The Indian Section

The kitchen is further divided into two

The SOUTH INDIAN SECTION prepares the breakfast such as dosas, Idlies, for the

Citrus and room service.

The NORTH INDIAN SECTION prepares the different gravies, Biryanis, pulaos,

kurmas, kababs, roties, naans, and parathas. They also prepare the Indian dishes for the lunch

buffet.

Each day a variety of dishes are prepared according to the menu.

Continental section

This sections all the orders from the restaurant Citrus.

It is one of the busiest sections, responsible for all the dishes for the buffet.

They also manage the display kitchen and wood fired oven at the citrus.

The display kitchen at the citrus prepares the continental breakfast, meat and seafood

barbecues and sandwiches.

The continental kitchen supplies the soups, snacks and sometimes-main course dishes

to the banquet kitchen.

• South Indian

• North Indian

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Oriental SectionThis kitchen is responsible for the preparation of all Thai, Japanese and Chinese cuisine

for the Citrus, Private dining, and the Library bar. All the ingredients are imported from

Thailand, Japan. They prepare a variety of Thai and Japanese starters and dishes like sushi, Kim

pop, Californian roll, and prawn packets. Garde Manger or the Larder Room. The larder room is

the most spectacular and busiest section as there are responsible for all the salads, breakfasts, and

hors-d' oeuvre for the buffets, banquets, barbecues and room service. The kitchen is situated

slightly away from the main operations, to maintain temperature controls.

The larder room is responsible:

• To check quality and quantity of all the goods delivered from the Garde.

• Manger.

• That all the food stuffs are stored at the required temperatures.

• Portion control.

• To avoid keeping excess stock of ingredients.

• To maintain the highest possible standard of hygiene.

• To prevent any deterioration of food.

8.2 Banquet KitchenThe banquet kitchen is located on the banquet floor it is divided into 2 sections located

on each wing of the hotel

The Royal Ball Room Kitchen (Continental Kitchen)

Location : North Wing side on Level One

Capacity : 1500 pax

Preparation : Continental Dishes, Salads, Sandwiches, variety of gravies, tandoor

items, biryani

The Grand Ball Room Kitchen (Indian Kitchen)

Location : West Wing side on Level One

Capacity : 2000pax

Preparation : Indian sweets, snacks, Indian salads.

The banquet kitchen is looked after the by the chef de banquet, who is responsible For

organizing the service, coordination with the chef de partie, numbers of arrivals of various

dishes to the service area, he further arranges to what point the dishes are finished and to make

the necessary arrangements to carry out the completion at the service point. The banquet

kitchen has to coordinate with the continental, Garde Manager, bakery, butchery, and the

oriental kitchens for their requirement's he also assists the guests in setting menus. The dishes

selected should be such that it will not require last minute dressing. The menu is elaborate and

of high-class quality. Indenting of ingredients is done in accordance to the bookings for the day.

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The different types of kebabs prepared in the tandoor sections are:

Reshmi kebab

Hara bhara kebab

Charminari kebab

Tandoori kebab

Seekh kebab

Malai kebab

Achari fish kebab

Mutton tikka kebab

Different types of herbs used in Indian section are:

Coriander leafs- has a great affinity with spicy foods such as curries. Used in most of

the dishes.

Basil-goes very well with tomatoes and other vegetables.

Mint-oldest and most popular herb. Gives great taste with kebabs.

Bay leaves- it is an evergreen herb. Goes well with beef and lamb.

Curry leave-native of South India. Have a very distinctive aromatic, curry like flavor.

Different types of masalas used are:

Garam masala

Salt

Jeera powfer

Dhania powder

Haldi

Sugar

Amchoor powder

Chili powder

Pepper powder

Rock salt

Chaat masala

Tandoori masala

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Cooking method used for Indian breads:

• Puri- dough is being prepared and small balls of 15 Gms are prepared and is been

rolled in circular shape. Then it is been deep fried in oil till brown in color.

• Parantha-dough is being prepared and balls of 25gms are made then it is been rolled

in circular shape and is swallow fried using oil or ghee.

• Phulka-dough is been prepared a balls of 20gms is made and rolled in circular shape

and then is heated on a tawa without any cooking medium. Then it is kept on fire and

becomes like a balloon and is being removed.

• Naan-dough is being prepared and oil is spread on the balls. It is been rolled with the

help of the hands. Then it is put into a tandoor and removed when cooked.

• Stuffed parantha - parantha ball are stuffed with stuffing like potatoes, paneer, cheese,

etc. then prepared the way paranthas are prepared.

The different gravies made are:

• Makhni gravy

• Malai gravy

• Red gravy

• White gravy

The different sweets prepared are:

• Rasgulla

• Gulab jammun

• Jalebi

• Rasmalai

• Sweet lassi

• Cham-Cham

• Gajar halwa

• Moong dal halwa

• Besan laddo

• Malai barfi

• Dodh peda

The tandoor is a very important part of the Indian kitchen. The most famous dish of the

kitchen is prepared in tandoor and then in Indian section which is tandoori chicken and chicken

butter masala.

The tandoor section is very difficult section to work because the heat from the tandoor is

immense and can burn your skin easily. The tandoor section has two parts which is bread section

and the kebab section.

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8.3 Bakery

The Bakery is divided into three parts, the parts being bakery, pastry and the chocolate

room. The bakery section is in charge of all the breads that are prepared. The breakfast buffet in

the restaurant Citrus serves up to 25 different types of breads. It is also responsible for the

cookies which are placed in the rooms. Every room has three types of cookies: peanut butter

cookies, vanilla cookies and almond cookies. The pastry section looks after all the pastry orders,

which can be for guests as well as employees, pastries are also made for the buffet in the

banquets, citrus and cake shop. The chocolate room is responsible for making chocolates and

decorative pieces. Chocolates are made which are to be placed in the room, only the royal club

and suite rooms have having 4 of each chocolate. The chocolates are also made for the

Cake-shop.

The different types of tools used in the kitchen are:

Small:

Flat knife

Saw knife

Plastic bowls

Steel bowls

Saucepan

Ladle

Silicon mat

Bread knife

Dough cutter

Whisk

Measuring jar

Large:

Dough mixing bowl

Batter bowl

Mixer grinder

Dough sheeter

Rolling pin

Baking tray

Baking oven

Proofer

Heating oven

Freezer

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Different types of bread prepared for the buffet are:

Granola bar

Gluten Free Bread

Healthy Muffin

Multi-grain Croissant

Plain Croissant

Multi Cereal Roll

Logan roll

Raisin Brioche

Almond Croissant

Blueberry Danish

White Chocolate Doughnut

Apricot Doughnut

Carrot and walnut cake

Cherry Danish

Cinnamon Raisin roll

Chocolate and raisin roll

Chocolate croissant

Apple crumble muffin

Banana walnut cake

Preserves prepared are:

Strawberry

Papaya

Pineapple

Pears

Litchi

Different types of flour used are:

Refined flour

Atta

Rye flour

Craft corn flour

Multi-grain flour

Different types of sugar used are:

Sugar granules

Caster sugar

White sugar

Brown sugar0 0

The temperature maintained at the walk is 7 -8 C and temperature maintained at the deep 0 0

freezer is -15 C- -10 C.

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9. Bibliography

Internet

The Leela webpage :

(http://www.theleela.com/locations/bangalore/hotel-information)

Books:

Weekly log book

Observation List

Interviewed

Mr. Nithin, Mr. Siddarth Datta (Front Office)

Mr. Mahesh, Mr. Kalyan Kumar (House Keeping)

Chef. Sandeep, Chef. Goutham, Chef. Prasenna, Chef. Paul (F & B Production)

Mr. Varun Kalra, Ms. Thushara ( Training Department & HR)

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10. Conclusion

The Leela Palace, Bangalore is one of the best properties in the country with high

standards and is well known for its luxurious services provided to the guest. The training period

lasted for 22 weeks. In this industry success is only achieved by hard and smart work.

The departments I worked in were Housekeeping, Front Office, Food Production and

Food and beverage service. Initially it was very difficult and challenging to cope up with the

work but gradually it became easier to adapt as there was a lot of learning and understanding of

the operating procedures in the hotel. Once I had some knowledge about the department I was

able to do my training very effectively and I was as efficient as possible.

The training has made me realize how exactly the industry works. Running a hotel is

never an easy job. It made me realize my area of interests and my strengths and my areas of

development. The overall work experience at the Leela was very resourceful and I gained a lot

of knowledge and I have now become more passionate about my area of interest.

Overall I had a very good experience having trained at the hotel for 22 weeks. It helped

me understand the industry by first hard experiences. Even though the training was a lot of hard

work, I made new connections and the learning and work became interesting and fun.

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11. Appendix - 1

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1. Introduction 2. Company Strategy3. Methodology4. Summary

5. Food And Beverage5.1 Citrus5.2 Jamavar5.3 Zen5.4 Le Cirque5.5 Library Bar5.6 Royal Club

6. Front Office6.1 Arrivals (VIP/GROUP/FIT)6.2 Duties And Responsibility Of Front Office6.3 Membership Programe In Leela Palace, Bangalore6.4 Night Shift (Night Audit) 6.5 Layout Of Front Office, Main Porte & Back Area

7. Housekeeping 7.1 Housekeeping Department And Divisions7.2 Amenities Provided In Each Guest Rooms7.3 Brands7.4 Public Areas7.5 The Laundry7.6 The Control Desk7.7 Layout Of Housekeeping Department

8. Food And Beverage Production8.1 The Main Kitchen8.2 Banquet Kitchen

8.3 Bakery

9. Bibliography

10. Conclusion

11. Appendices

Guest Registration Card

Appendix - 2

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Comment Card

Appendix - 3

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Key Card

Appendix - 4

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Left luggage Tag

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List Of services provide appendixà (2). 24-HOUR SERVICES INCLUDE:

· State-of-the-art Business Centre · Concierge service · Doctor on call · In-room dining · Laundry and dry-cleaning

OTHER AMENITIES AND SERVICES · Broadband and Wi-Fi internet · Car and Limousine service · Courier service · In-room safe · International newspapers · Power adapters · Private mini bar · Babysitting service · Florist · Foreign currency exchange · International satellite television channels · Outdoor parking · Outdoor swimming pool · The Spa · Shopping arcade · Three restaurants, lounge and bar · Salon · Gym

24-HOUR SERVICES INCLUDE:

State-of-the-art Business Centre•

• Concierge service

• Doctor on call

• In-room dining

• Laundry and dry-cleaning

OTHER AMENITIES AND SERVICES

• Broadband and Wi-Fi internet

• Car and Limousine service

• Courier service

• In-room safe

• International newspapers

• Power adapters

• Private mini bar

• Babysitting service

• Florist

• Foreign currency exchange

• International satellite television channels

• Outdoor parking

• Outdoor swimming pool

• The Spa

• Shopping arcade

• Three restaurants, lounge and bar

• Salon

• Gym

Appendix - 5

Notes