ACKNOWLEDGEMENT

I am very thankful to SR.DR.FLOWER KOMMATAM, Principal, T. John College,

Bangalore for her courteous support for completion of this project.

I extend my sincere thanks to MR. N. SURESH, HOD, Department of Hotel

Management for his moral support during the course of my project.

I am greatly thankful to MR. SATISH KHALKO for his valuable guidance throughout

the course of my project.

I also thank Mr. Daniel (training manager) and all staffs of the hotel who directly or

indirectly helped me in completing the project with their suggestions.

Finally, I thank all of my friends for their sincere assistance when needed during the

period of my project.

SACHINRADAKRISHNAN

REG NO: 06RWCO7068

T JOHN COLLEGE 20091

SYNOPSIS

This project has been done to fulfill the requirements of Bangalore University for

completion of 6th Semester BHM.

I was trained in “MASCOT HOTEL”, Trivandrum, (Kerala).. The project is based

on all that I learned there in the course of six months. It outlines the different

departments of the Hotel and the way things work there including a set of standards

procedures.

Following are the four operational departments, where I have done my training:-

Front Office

House keeping

Food and Beverage Production

Food and Beverage Service.

The different problems faced along with the proposed solutions for the departments

are also put down.

This project helped me to put down the entire training experience in Black and White.

It also helped me to put the training experience in particular to understand the extent

to which I learned about total operations during my six months training.

T JOHN COLLEGE 20092

DECLARATION

I, SACHINRADAKRISHNAN, hereby declare that this project titled

“OPERATIONAL ASPECTS OF “MASCOT HOTEL”, Trivandrum, (Kerala). is

based on the original project study conducted by me, under the guidance of MR.

SATISH KHALKO.

This has not been submitted earlier for the award of any other degree by Bangalore

University or any other university.

Bangalore SACHINRADAKRISHNAN

Date: ___________________

T JOHN COLLEGE 20093

CERTIFICATE BY THE GUIDE

This is to certify that this project report titled “OPERATIONAL ASPECTS OF

“MASCOT HOTEL”, Trivandrum, (Kerala). is based on an original project study

conducted by SACHINRADAKRISHNAN under my guidance.

This has not formed the basis for the award of any other degree by Bangalore

University or any other universities.

Bangalore MR. SATISH KHALKO

Date:

T JOHN COLLEGE 20094

CERTIFICATE FROM THE INSTITUTION

This to certify that this project titled “OPERATIONAL ASPECTS OF “MASCOT

HOTEL”, Trivandrum, (Kerala). is based on an original project study conducted by

SACHINRADAKRISHNAN under the guidance of MR. SATISH KHALKO.

This project is based on original research and has not formed the basis of the award of

any other degree by Bangalore University or any other university

MR. N. SURESH SR.DR.FLOWER KOMMATAM

H.O.D. Principal

Date: Date:

T JOHN COLLEGE 20095

CONTENTS

Chapter – 1 Introduction

Chapter – 2 Research Design

Chapter – 3: Profile of the Place

Chapter – 4 Profile of the Hotel

Chapter – 5 Detail Operations of the departments

Front Office.

House Keeping.

Food & Beverage service.

Food & Beverage Production

Chapter – 6: Operational Problems Observed and Solutions

Chapter – 7 Conclusion.

Chapter – 8 Bibliography.

List of Annexure.

T JOHN COLLEGE 20096

T JOHN COLLEGE 20097

Introduction to Tourism

outside the places where they normally live and work and their activities during the

Tourism is the temporary short-term movement of people to destination stay at these

destinations; it includes movement for all purposes, as well as day visit or excursion.

Tourism may also be defined in terms of particulars activities selected by choice and

undertaken outside the home environment. The distinct elements of tourism are

involved of travel by non-resident, temporary stay in the area visited, and the stay not

connected with any remunerated activity. Tourism is, therefore a composite

phenomenon which embraces the incident of a mobile population of travellers who

are strengths to the places they visit it is essentially a pleasure and recreational

activity in which money earned in one’s normal domicile is spent in the place visited.

Tourism the phenomenon of today is from a simple travel of yesteryears. This has

become a high compels activity encompassing a wide range of relationships .Thus

tourism can be considered to be a movement of people away from their normal place

of residence. It is estimated that in 1990 these were over four hundred million

international tourist arrivals throughout the world. These tourists spend billions of

money in the countries visited during their travel. From the time a decision is taken to

visit a particular place for the purpose of tourism and travel actually undertaken, till

the time a tourist returns home, a wide range of activities taken place, all these

activities undertaken by the millions of tourist around the world in given period of

time may be described as tourism.

Modern tourism has had spectaculars growth especially since World war II. From

25.3 million international tourist arrivals in the year 1950, the figure went up to over

T JOHN COLLEGE 20098

380 million in the year 1988. According to the most recent estimates produced by the

World Tourism Organisation, the international tourist arrivals in 1998 are expected to

a total 630 millions. Which economic and political conditions may continue to

fluctuate through out the world, there is every reason to believe that more and more

peoples throughout the world will continue to travel. Tourism has become an

irreversible fact in most parts of the world, and the expected upturn in over all

economic growth together with success in stabilising prices is likely to promote

further increases in international tourism demand.

The rapid pace, at which tourism has expanded over the decades, clearly indicates the

importance of this sector of activity not only from the economic point of views, but as

an essential need of people anywhere. The economic advantages of tourism have been

recognized all over the world and the countries promoting tourism know fully well

now this activity benefits the over all economy of a country. Recognising the fact of

economic importance, various countries are spending huge sums of money to develop

infrastructure and other facilities with a view to attracting more and more tourists to

their countries and thereby getting their share from this sector of economy. The

developed countries of Europe, North America and Canada are the ones which are

major receiving areas for international tourism and are, therefore, the principal

receivers of economic advantage.

However, as result the constant growth of tourism to the developed countries are also

getting a considerable share of the international tourist markets. The major economic

advantages of these countries are in terms of foreign exchange earnings which help

them in taking care of the balance of payment of account.

T JOHN COLLEGE 20099

Rapid pace in the expansion of international tourism is a result of the availability of

increasing leisure time, higher standard of living, technological advance

transportation system and communications, emergence of the new patterns in the

world tourist flows as result of psychological and socio- economic factors related to

purchasing power and the efforts by various countries in the area of marketing and

promotion of their tourist products. Tourism today is a great phenomenon involving

expenditure of billions of dollars. The scientific measurement of this great

phenomenon assures great importance in view of the fact that the countries benefiting

from this activity need to know how this is affecting their economy. The measurement

of tourism also helps countries in their efforts in planning and marketing the product.

Tourism is the fastest growing industry in the world. It is also one of the world’s most

competitive industries. This competition is increasing as more countries seek to attract

tourist and more companies and organization become involved in the highly skilled

business of transporting, accommodation and catering for tourist. Tourism needs to

marketed, just as any other product, indeed more so, because it is an industry in which

the customer still has immense variety of choice. There are a number of destinations

competing with each other to get a bigger and bigger share of the market like most

innovations, marketing has been gradually adopted by increasing the number of

enterprises mainly in the fields of consumer product with diverse ideas developed as

to what it should embrace and how its principles should be implemented. In the last

few established management process and practice in moat industries.

T JOHN COLLEGE 200910

The hotel and tourism industry has always a much neglected industry in India. It was

only in March 1958 that a separate Tourism Department was crated within the

Ministry of tourism to deal with all the matters pertaining the tourism. To begin with,

the government spent large sums for tourism growth. As the decades passed by

increase in the recipes of the hotel. Catering industry became major components of

the total tourism receipts. Moving down to 1970’s and especially the late 1980’s and

1990’s the hotel in the metro either have made excellent progress due to give a much

needed boost to this Fledgling industry.

Following is the list rising figures of total tourism earnings over the year.

Years Earnings (Rs. In Crores)

1993 6,141.81

1994 7,10,53

1995 8,640.02

1996 10,059.42

The government role in helping to boost the tourism industry cannot be underplayed.

It is in this respect that the union budget seems really practical and who therefore

welcomed by everyone in the hospitality industry. The salient features of this budget

were as follows:

Review of the urban land ceiling Act.

Custom duty reduced to 25 percent on specified food items.

Income tax exemption on half of the profits earned, through foreign exchange

Income tax savings on FOREX profit.

T JOHN COLLEGE 200911

TOURIST ARRIVALS IN INDIA

MONTHS 1992 1993 1994 1995 1996

Jan. 1,77,475 1,50,019 1,92,551 1,97,343 2,24,029

Feb. 1,67,268 1,49,680 1,72,642 1,87,614 2,19,653

Mar. 1,48,559 1,46,191 1,87,129 1,88,252 1,96,196

Apr. 1,34,895 1,18,200 1,42,501 1,46,715 1,58,785

May. 1,23,446 1,03,371 1,20,183 1,22,918 1,32,833

Jun. 1,24,385 1,18,171 1,24,908 1,28,137 1,33,154

Jul. 1,60,971 1,48,255 1,68,969 1,71,458 1,76,347

Aug. 1,53,529 1,36,917 1,59,519 1,59,892 1,67,985

Sept. 1,39,746 1,25,693 1,33,995 1,50,261 1,60,840

Oct. 1,74,622 1,65,048 1,07,609 1,96,682 2,04,126

Nov. 1,89,573 1,88,877 1,56,926 2,21,524 2,40,620

Dec. 1,73,182 2,14,408 2,19,501 2,52,887 2,73,310

It is much understood that we are aware of Indian tourism progress and the need for

improvement. Its importance as socio-eco and friendly tourism and also bring more

awareness. Recently PATA Indian chapter has launched an ambitious time bound

T JOHN COLLEGE 200912

campaign to create awareness about the economic benefits of tourism and its role in

the development of Indian economy (TAP) Tourism Awareness Programme this

unique programme is a historic effort by the travel and tourism industry in India. This

is aimed at creating a climate that will affect positively the national economic

planning for tourism.

TOURISM AS A GROWING INDUSTRY

Tourism is the third largest export industry in more than 24 countries world-wide.

Some experts have even gone to the extent of predicting that will be the world’s

leading industry by the end of the century. In France itself last year, some 36 million

tourists spend$10.1 billion. In Britain tourism supports about 1.4 million jobs and

earns about $24 billion a year. The Thatcher government has even gone to the extent

of claiming that the future prosperity of the country lies with the industry. Tourism in

Italy has showed a growth rate of 7% from 1984-86 Spain’s 47 million visitors

enriched the national income by a whopping $12 billion last year.

Tourism procures a market for a number of quite separate and varied industries. The

tourist industry is the sum total of all these activities that are involved in tourism.

Along with electronics, plastics and computers tourism enjoys a growth rate that is

truly phenomenal. ? international tourist arrivals increased to 340 million in 1986

indicating a growth of 2.1% over the previous year while international tourist receipts

increased by 5% to USD 115 billion in 1986, according to the revised tabulation of

the WTO. World –wide schedule traffic was 938 million passengers in 1986 a. 5.3%

increase over 1985 according to the ICAO. A total of 156 million passengers travelled

T JOHN COLLEGE 200913

on IATA member airlines world-wide in 1986. In India the growth Rate was 29.1%

the highest in South Asia, bringing the India growth to an average of over 5% in the

first half of the eighties. The tourism industry enjoys a major advantage offer other

industries- a unique product which might differ from state to state. Thus while Goa is

removed for its sunny beaches and colonial charms. Rajasthan captures the

imagination mainly for its magnificent palaces basking in the nostalgic splendour of

the princely era.

As an industry the impact of tourism is manifold. It provide a stimulus to maturing

economic augments foreign exchange earnings, and brings new money and business

in to an area. It also serves as a tool for promoting understanding and tolerance among

peoples and cultures, besides encouraging the preservation of the natural environment

and even improves upon it according to the human ideal.

Tourism and Economy

Japan is the most striking example of the impact of tourism on a country’s economy.

Some 57% of US departures across and pacific exulting Hawali went to East Asia

with Hong Kong and Japan each enjoying over one-half million U.S arrivals. Hong

Hong’s ability to lure tourist to each shores has paid rich dividends. Tourism is the

single most consistently commercial enterprises in Hong Kong and income from the

tourist industry has increased 120% during the past 5 years ensuring its position as the

territory third largest foreign exchange earner after textiles and electronics

manufacturing (Tourism helps to absorb and redistribute a large among of consumer

T JOHN COLLEGE 200914

income). Tourism is also a labour intensive industry for both skilled and unskilled

labour. One additional hotel room provides jobs to at least 9 personas.

Tourism also stimulates infrastructure improvements in backward areas as assist in

regional development by increasing land values and rents. On significant contribution

of tourism to economy’s the multiplier effect. Tourism multipliers are also referred to

as additional income and employment. Income multipliers concern tourist spending

and the changes in effect in the income levels in an area. The employment multiplier

relates to the amount of employment created by tourism and is usually expressed as a

unit of tourist expenditure such as 10,000 dollars will create one new jobs. Here is a

simple illustration.

Supposing a tourist spends some money to bur meals at a restaurant to provide the

meals. The restaurant has to hire to cook, serve, clean, manage operation, buy food,

tableware, paper suppliers, furnishing, laundering, electricity, etc. and sometimes

even provide for entertainment. The building for the country with hard sell: food

festival like the Hong Kong Tourist Association to promote Hong Kong as the

destination in Asia offering the most exciting dinning out experience could also be

organises.

Introduction of Hotel Industry:-

Hotel is defined by British law as “ A Shelter provided, he is in position to pay for it

and is in position to be received”. We all know the fact that people need

accumulation, food and drink while away from their home. As transport and social

need take developed from orient civilization through

T JOHN COLLEGE 200915

modern times. So the industry has responded to meet those needs. Towards the 18

century the number as the traveler is created more rapidly through merchandised

wagons as a form as transport and the use of house carrying for the nobility. To eaten

for this need, nature of house as various design were constructed. These houses

provide charge of houses, accommodation, food and drink for travelers.

Hotel Industry and Tourism:-

Hotel are the vital and essential part of the tourism industry without an adequate

development as hotel resources all the national scenery, all the climatic virtue and all

The sporting and recreational facilities will not able to sustain a good volume of

Tourist trade. Economically tourist bring foreign currency site our land as the spread,

it here as paying for food, drinking water as the goods in shop, it has its our sociology

aspects. Conrad hot ties, as American has stress the satisfaction. He gives in the

knowledge that hotel development has made it massive for people to get know such

other is differentiated. Tourism promote in traditionally understood. Hotel are the

most important essential destination. It facilitates the country to provide it wishes to

build up tourism.

In the promotion of tourism, tourism is a recent phenomenon, if business travel is

include in tourism as it is business travel is included in tourism as it is some definition

it is of comparatively recent in nature or origin. Tourist is the necessary pre-condition

as tourism mechanization has made travel, position for a significant portal population

as the developed countries at least and thus tourism has become a matter as a interest

cancers to Government and the Governed a life. Tourism in modern, sense has its

presence historically but it will be arranged that the difference between the 18

Century and earlier/ The more recent time is not merely a matter as degree, but that

T JOHN COLLEGE 200916

the moral as 1850 for example difference structure, from the world as 1750 in tourism

as in everything.

Tourism needs variety and India with its most dimension and variety after to energy

class its visitors, something not sound creature from the snake chromes the

Histological from the system as sock dancers to big game hills. If has been slightly

said, “No hotels No Tourism” the hotel industry is so closely linked to the tourism

that it is responsible for 50% as the foreign exchange from tourism thus hotels make a

contribution towards tourism trade and enterprises.

Concept:-

The name ‘Hotel’ was derived from a Latin word called “Hospitium’s”. The earlier

hospitality involved accommodation these come to be known as “bins” which booked

after by in keeps. In Britain these were called “Entertainment House”. As people

began mostly from place to place the hotel industry began growing. In New York

“City Hotel” was the first hotel to house an elevate thus the trend changed from on

ordinary husband establishment to a more organized booking system.

Present Trends:-

The trend is the industry in classification closely under the basis of advancement in

technology, marketing and sales, financial and the development is food and cuisine

trends. The hotel industry is now concentrating as a segmentation as the market by

contain certain types as customers which focuses as settle that enter exclusively for

them, the concept as budget have is an upcoming one in India. The hotelier would like

to offer a reasonable amount of good facilities after condition price and attention is a

home way from home situation. Today the hotel includes is making a reasonable

program in both public and private sectors. Independent chains are “The Taj”. The top

has gives a new look to the hotel ring in India. Deluxe hotel might home attached very

T JOHN COLLEGE 200917

high degree of efficiency is international standard in catering services exposure

training a “The Bristol hotel company” is one of the largest owner and operates as

hotel in north American. The company currently operate 101 hotels containing

approximately 28,800 room in 22 states, the district as Columbia and Canada, the

South West and is the Pacific require as the United States. Bristol proportion are

predominately full service hotels that operate in the upscale and mid price with food

and Beverage segment as the lodging industry. During 1997, the company acquired

the servicing interest in Holiday in and the assets as other hotels. Hotel rooms

accounted for 75% as 1997 services. Food and beverage 18% management fees 1%

and other 0%. I had a chance to train in one of the properties The Bristol, Gurgaon,

where I under went training for 2 months and worked in operational department, with

a motive to study operational aspects for the Bristol, Gurgaon.

T JOHN COLLEGE 200918

AIM:To study the operational aspects of “MASCOT HOTEL

T JOHN COLLEGE 200919

OBJECTIVES: To study the operational aspects of each department.

To study planning aspects of every department in hotel.

To study the organizational structure of various departments.

To study the various management information system of all departments.

To suggest all solutions to the identified problems to improve the over all

performance of different department of the hotel

METHODOLOGY

PRIMARY DATA: This project has been by learning and observation done

during training...

SECONDARY DATA: Secondary data is collected by formats, magazines

and other published sources.

LIMITATONS

1. The project deals only with the operational aspect and not financial.

2. Due to the time limits, a detail study of the departments could not be done,

it done only for certain departments.

PROJECT DESIGN

To study the operational aspects of all the departments of hotel.

To study the systems and procedures followed by the management for

different activities.

To study the manpower requirement of the.

To study the purpose, role of each department in detail.

To extent recommendations and suggestions for the improvement of the

same.

Kerala

T JOHN COLLEGE 200920

Kerala

Kerala is a state located in southwestern India. Neighbouring states include

Karnataka to the north and Tamil Nadu to the south and east; to the west is the

T JOHN COLLEGE 200921

Arabian Sea. Major cities include the state capital Thiruvananthapuram, Kochi, and

Kozhikode. The principal spoken language is Malayalam.

A 3rd-century-BC rock inscription by emperor Asoka the Great attests to a

Keralaputra. Around 1 BC the region was ruled by the Chera Dynasty, which traded

with the Greeks, Romans, and Arabs. Feudal Nair and Namboothiri Brahmin city-

states subsequently gained control of the region.[2] Early contact with Europeans gave

way to struggles between colonial and native interests. On 1 November 1956 the

States Reorganisation Act made Kerala a state.

The state is known for achievements such as a 91% literacy rate[1], among the highest

in India. A survey conducted in 2005 by Transparency International ranked Kerala as

the least corrupt state in the country.[3] Kerala is uniquely dependent on remittances

from a large Malayali expatriate community based mainly in Persian Gulf countries

History

It is not certain if the region was inhabited during Neolithic times. However,

there is evidence of the emergence of prehistoric pottery and granite burial

monuments in the form of megalithic tombs in the 10th century BC; they resemble

their counterparts in Western Europe and other parts of Asia. These are thought to be

produced by speakers of a proto-Tamil language.[10] Kerala and Tamil Nadu once

shared a common language, ethnicity and culture; this common area was known as

Tamilakam.[11]

The ancient Cheras, whose mother tongue and court language was ancient

Tamil, ruled Kerala from their capital at Vanchi. They were constantly at war with the

neighbouring Chola and Pandya kingdoms.[12] A Keralite identity, distinct from the

T JOHN COLLEGE 200922

Tamils and associated with the second Chera empire, became linguistically separate

under the Kulasekhara dynasty (c. 800–1102).[13] By the beginning of the 14th

century, Ravi Varma Kulasekhara of Venad established a short-lived supremacy over

southern India. After his death, Kerala became a conglomeration of warring

chieftaincies, among which the most important were Calicut in the north and Venad in

the south.

The Chera kings' dependence on trade meant that merchants from West Asia

and Southern Europe established coastal posts and settlements in Kerala.[14]:192–195, 303–307

The west Asian-semitic [15] Jewish, Christian, and Muslim immigrants[15] established

Nasrani Mappila, Juda Mappila and Muslim Mappila communities.[15][16] The Jews

first arrived in Kerala in 573 BC.[17][18] The works of scholars and Eastern Christian

writings state that Thomas the Apostle visited Muziris in Kerala in 52 AD to

proselytize amongst Kerala's Jewish settlements.[19][20]

However, the first verifiable migration of Jewish-Nasrani

families to Kerala is of the arrival of Knanai Thoma in 345

AD .[21] Muslim merchants (Malik ibn Dinar) settled in

Kerala by the 8th century AD and introduced Islam. After

Vasco Da Gama's arrival in 1498, the Portuguese gained

control of the lucrative pepper trade by subduing Keralite

communities and commerce.[22][23]

Conflicts between Kozhikode (Calicut) and Kochi (Cochin) provided an opportunity

for the Dutch to oust the Portuguese. In turn, the Dutch were ousted by Marthanda

Varma of the Travancore Royal Family who routed them at the Battle of Colachel in

T JOHN COLLEGE 200923

1741. In 1766, Hyder Ali, the ruler of Mysore invaded northern Kerala, capturing

Kozhikode in the process. In the late 18th century, Tipu Sultan, Ali’s son and

successor, launched campaigns against the expanding British East India Company;

these resulted in two of the four Anglo-Mysore Wars. He ultimately ceded Malabar

District and South Kanara to the Company in the 1790s. The Company then forged

tributary alliances with Kochi (1791) and Travancore (1795). Malabar and South

Kanara became part of the Madras Presidency.[24]

Kerala was comparatively peaceful under the British Raj; only sporadic revolts

such as the 1946 Punnapra-Vayalar uprising and the Dewan of Travancore Velayudan

Thampi Dalava, Kozhikode navarch Kunjali Marakkar, and Pazhassi Raja, among

others, vied for greater autonomy or independence.[25] Many actions, spurred by such

leaders as Vaikunda Swami[26], Sree Narayana Guru and Chattampi Swamikal, instead

protested such conditions as untouchability; notable was the 1924 Vaikom

Satyagraham. In 1936, Chitra Thirunal Bala Rama Varma of Travancore issued the

Temple Entry Proclamation that opened Hindu temples to all castes; Cochin and

Malabar soon did likewise. The 1921 Moplah Rebellion involved Mappila Muslims

rioting against Hindus and the British Raj.[27]

After India gained its independence in 1947, Travancore and Cochin were

merged to form Travancore-Cochin on 1 July 1949. On 1 January 1950 (Republic

Day), Travancore-Cochin was recognised as a state. The Madras Presidency was

organised to form Madras State several years prior, in 1947. Finally, the Government

of India's 1 November 1956 States Reorganisation Act inaugurated the state of Kerala,

incorporating Malabar district, Travancore-Cochin (excluding four southern taluks,

which were merged with Tamil Nadu), and the taluk of Kasargod, South Kanara.[28] A

new legislative assembly was also created, for which elections were first held in 1957.

T JOHN COLLEGE 200924

These resulted in a communist-led government through ballot—the world's first of its

kind—headed by E.M.S. Namboodiripad.[28][29] Subsequent social reforms favoured

tenants and labourers

Thiruvananthapuram

Thiruvananthapuram , also known

as Trivandrum, is the capital of the Indian

state of Kerala and the headquarters of the

Thiruvananthapuram District. It is located

on the west coast of India near the extreme south of the mainland. Referred to by

Mahatma Gandhi as the "Evergreen city of India", the city is characterized by its

undulating terrain of low coastal hills and busy commercial alleys. With almost

745,000 inhabitants per the 2001 census, it is the largest and most populous city in

Kerala; the wider urban agglomeration having a population of about one million.

The city is the state capital and houses many central and state government offices,

organizations and companies. Apart from being the political nerve centre of Kerala, it

is also a major academic hub and is home to several educational institutions including

the University of Kerala, and to many science and technology institutions, the most

prominent being the Vikram Sarabhai Space Centre (VSSC), Technopark, the Indian

Institute of Space Science and Technology (IIST) and the Indian Institute of Science,

Education and Research (IISER).

Origin of name

Thiruvananthapuram means "Abode of Lord Ananta" in Sanskrit and

Malayalam. [1] The name derives from the deity of the Hindu temple at the centre of

T JOHN COLLEGE 200925

the city. Anantha is the serpent Shesha on whom Padmanabhan or Vishnu reclines.

The temple of Vishnu reclining on Anantha, the Sri Padmanabhaswamy temple

remains the iconic landmark of the city. The city was officially referred to as

Trivandrum in English until 1991, when the government decided to reinstate the city's

original name Thiruvananthapuram in all languages.

History

Thiruvananthapuram is an ancient city with trading traditions dating back to

1000 BC.[2][3] It is believed that the ships of King Solomon landed in a port called

Ophir (now Poovar) in Thiruvananthapuram in 1036 BC.[4] The city was the trading

post of spices, sandalwood and ivory.[5] 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 Ays. With their fall in the 10th century, the city was

taken over by the rulers of Venad.[6]

The rise of modern Thiruvananthapuram began with accession of Marthanda

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

(Thiruvithamkoor in the local vernacular). Thiruvananthapuram was made the capital

of Travancore in 1745. The city developed into a major intellectual and artistic centre

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

century under the reign of Maharaja Swathi Thirunal and Maharaja Ayilyam Thirunal.

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

(1837), the General Hospital (1839), the Oriental Research Institute & Manuscripts

Library and the University College (1873). The first mental hospital in the state was

also started during the same period. Sanskrit College, Ayurveda College, Law College

T JOHN COLLEGE 200926

and a second grade college for women were started by Moolam Thirunal (1885–

1924).

The early 20th 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 of the British Empire at any time, the city however featured prominently

in India's freedom struggle. The Indian National Congress had a very active presence

in the city. A meeting of the Indian National Congress presided by Dr. Pattabhi

Sitaramaiah was held here in 1938.

The period of Chitra Thirunal Bala Rama Varma, who took over 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.

With the end of the British rule 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 Thumba Equatorial Rocket Launching Station

(TERLS) in 1962, Thiruvananthapuram became the cradle of India's ambitious space

programme. The first Indian space rocket was developed and launched from the

T JOHN COLLEGE 200927

Vikram Sarabhai Space Centre (VSSC) located in the outskirts of the city in 1963.

Several establishments of the Indian Space Research Organization (ISRO) were later

established in Thiruvananthapuram.[7]

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

Technopark—India's first IT park—in 1995.[8] Technopark has developed into the

largest IT Park in India and third largest in Asia and is home to MNC giants like

Infosys, TCS, Ernst & Young, UST Global, etc; employing around 30,000 people in

close to 160 companies. [9] 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 and Climate

Thiruvananthapuram is built on hills by the sea shore and is located at 8.5°N

76.9°E8.5; 76.9 on the west coast, near the southern tip of mainland India. The city

and the suburbs covers an area of about 250 square kilometers, sandwiched between

the Western Ghats and the Arabian Sea. The average elevation is 16 ft from the sea

level.

The area can be divided into two geographical

regions, the midlands and the lowlands. The midland

region comprises low hills and valleys adjoining the

Ghats. The lowland is a narrow stretch comprising

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.

T JOHN COLLEGE 200928

There are highlands, which form the eastern suburbs of the city. 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.[11]

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 36 °C. [12]

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

T JOHN COLLEGE 200929

of many private Television channels in the state made Thiruvananthapuram the home

of several studios and related industries. India's first and only animation park is

situated here.

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.[10][13] Technopark houses global majors like NeST Software, Infosys, TCS,

McKinsey & Co., Ernst & Young, Allianz Cornhill, Tata Elxsi, UST Global, etc. The

park has around 110 companies employing over 19,500 professionals.[14] With the

expansion plans to be completed in 2008–09, this figure is to rise to about 40,000.

With the completion of the 600,000 ft² Thejaswini, Technopark has become the

largest IT Park in India. Work on the 460,000 ft² Leela

IT building, Infosys Campus, IBS Campus, NEST

Campus and Tata Elxsi R&D Centre has commenced

while that on the UST-Global Campus is due to

commence shortly.[15] Work on the mammoth

Technocity project is also due to commence shortly.

Tourism has also contributed heavily to the economy of Thiruvananthapuram.

Foreign tourists generally use Thiruvananthapuram as a hub to explore the highly

promoted tourism industry of the state of Kerala.[16] [17] Thiruvananthapuram is ranked

first in the number of foreign tourists visiting Kerala.[18] It is also 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

the recuperation facilities available at the beach resorts and hill stations nearby.

T JOHN COLLEGE 200930

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), Milma, 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.[20] Situated close to the city, Vizhinjam is

very close to international shipping routes and the East-

West shipping axis and hardly require maintenance

dredging.[21] 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 Limited and the English Indian Clays

Ltd.

Government and politics

The District Administration is headed by the District Collector, an officer of

the elite Indian Administrative Service.

The city is administered by the Thiruvananthapuram Corporation headed by

the Mayor. The city council is democratically elected and comprises 84 members

representing the different city wards. Several agencies work under or in partnership

with the Corporation including the Trivandrum Development Authority (TRIDA) and

Trivandrum Road Development Corporation

T JOHN COLLEGE 200931

The city comes under the Thiruvananthapuram Lok Sabha constituency. The

city contributes to four legislative assembly seats namely Kazhakuttam,

Thiruvananthapuram, Nemom and Kovalam.

The city police is headed by a Police

Commissioner, an officer of Deputy Inspector

General rank in the Indian Police Service. The city

is divided into three police sub-divisions headed by

Assistant Commissioners. There are also two traffic sub-divisions. A women's cell

and a narcotics control cell also operate in the city. The other units of

Thiruvananthapuram city police include Crime Detachment, City Special Branch,

Dog Squad, Mounted Police, District Crime Records Bureau, Foreigners Registration

Office (FRO), Tourist Police and District Armed Reserve. [23] There are two state

Armed Police Battalions and a unit of the Central Reserve Police Force (CRPF) based

in Thiruvananthapuram. The CRPF has a Group Head Quarters (GHQ) located at

Pallipuram. There is also a large army cantonment in Pangode where some regiments

of the Indian Army are based.

Thiruvananthapuram is the capital of Kerala and hence the state legislative

assembly and Secretariat are located here. The city is also the headquarters of the

Thiruvananthapuram district. The only foreign mission in the city is the Consulate of

Maldives

Transport

T JOHN COLLEGE 200932

Within the city, city buses, taxis and autorickshaws provide means of

transportation. Scooters, motorcycles and regular bicycles are the favoured means of

personal transportation.

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(Kizhakkekotta), near the Padmanabha Swamy temple. The Central and Inter

State bus station is located 1 km away at Thampanoor, opposite Thiruvananthapuram

Central (Railway)Station. Buses from it go to all major towns and villages in the State

as well as big South Indian cities such as Bangalore and Chennai.

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. Thiruvananthapuram is the first major South Indian

city on 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.

T JOHN COLLEGE 200933

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. There are also two military airports, one near

the civilian airport and the other at the Southern Air Command headquarters of the

Indian Air Force at 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. Thiruvanthapuram

airport's importance is also due to the fact that it is the southernmost airport in India

and also the closest to (and thus cheapest option for) neighbouring countries like Sri

Lanka and Maldives.

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

Vizhinjam was expected to begin in 2007. But a dispute over the tenders has stalled

the project for the time being. It is to be built in three phases, and expected to be a key

competitor in the ports business (especially for container transshipments), 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.[27]

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

prominence as the state capital and tourist centre has caused considerable strain on the

transport infrastructure of the city. To ease the strain, 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.

T JOHN COLLEGE 200934

Demographics

The city has a population of 744,739 according to the 2001 census[28] ( nearly

1.1 million in Nov 2006). Within the city, the density of population is about 5,284

people per square kilometer. The district has a literacy rate of 89.36%.[29] With the sex

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

Thiruvananthapuram than men. The wider urban agglomeration registered a

population of about one million in 2001.[30]

Hindus comprise of 65% of the population, Christians are about 18% and

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

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

speakers and a few Tulu and Konkani speakers.

Unemployment is a serious issue in Thiruvananthapuram, as it is in the whole

of Kerala. The increase in the unemployment rate was from 8.8% in 1998 to 34.3% in

2003, thus registering a 25.5% absolute and a 289.7% relative increase in five years.

[31] Thiruvananthapuram taluk ranks third in Kerala with 36.3% of its population

unemployed. The in-migration of the unemployed from other districts also boosts this

high unemployment rate.[31] Thiruvananthapuram has a high suicide rate, which went

up from 17.2 per lakh in 1995 to 38.5 per lakh in 2002.[32] In 2004, the rate came

down slightly to 36.6 per lakh.[33]

This apparent paradox—high human development and low economic

development—is visible in the entire state of Kerala, and is often dubbed as the

Kerala phenomenon or the Kerala model of development

T JOHN COLLEGE 200935

Culture

The citizens of Thiruvananthapuram are sometimes referred to as

"Trivandrumites" by some tourism sites and blogging community, though the term is

not in common use. Thiruvananthapuram has a rich cultural background thanks to the

rulers of erstwhile Travancore, who took an active interest in the development of arts

and culture. Thiruvananthapuram has produced several great artists, the most famous

ones being Maharaja Swathi Thirunal[36], Irayimman Thampi and Raja Ravi Varma.

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

development of Carnatic music[37]. There is a music college in his name in the city -

Swathi Thirunal College of Music. Raja Ravi Varma was an illustrious painter of

international renown. 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 Shankumugham beach are home to various

sculptures of the noted sculptor Kanayi Kunhiraman.

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

observer. However, beneath it there is a hum of cultural activities. 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 organises the tourism week celebrations

every year during the Onam with cultural events conducted at various centres in the

city. The other major events include the annual flower show, the Attukal Pongala, the

T JOHN COLLEGE 200936

Aaraat of Padmanabha Swamy Temple, the Beemapally Uroos, Vettucaud Perunaal

etc.[38] The CVN Kalari at East Fort is world renowned centre for training in Kerala's

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

Kerala's traditional arts including Kathakali.

The general cuisine of the people is Keralite cuisine, which is characterised by an

abundance of coconut and spices. Other South Indian cuisines, as well as Chinese and

North Indian cuisines are popular. Fast food culture is also very prominent in the city.

Thiruvananthapuram has numerous libraries, the prominent ones being the State

Central Library (Trivandrum Public library, Est. 1829),[39] the University Library,

Thiruvananthapuram Children's Library, Manuscripts Library and the Centre for

Development Studies Library. The British Library (Est. 1964)[40] was located very

near to the Government Secretariat adjacent to the YMCA Hostel.

Sports

The most popular games are Football and

Cricket.[44] Basketball, Badminton and Volleyball are

also popular, mostly in schools. The Kerala Cricket

Association (KCA) is headquartered in

Thiruvananthapuram. The HQ complex of KCA, has advance facilities including two

practice turfs with nets, bowling machines, gymnasium with multi-gym and

equipment for aerobic training, lecture hall and library, an astro-turf indoor coaching

facility, fully furnished accommodation for coaches and players, a physiotherapy

clinic, functional office facilities and guest rooms. The Chandrasekharan Nair

Stadium, in the heart of the city, is a prominent football stadium and has hosted both

T JOHN COLLEGE 200937

national and international level matches. The University Stadium has hosted two

international cricket matches. This stadium is under the University of Kerala and is

equipped with synthetic tracks for athletics games. The Central Stadium, which has

facilities for athletics, football, basketball, volleyball and cricket practice nets, is

situated on the eastern side of the Government Secretariat. The Jimmy George Sports

Complex, the GV Raja Sports School and Lakshmi Bhai National College for

Physical Education (LNCPE) are the other major sports establishments in the city.

The city also has a Golf Club, one of the oldest in India, and a Tennis Club

(Trivandrum Tennis Club/TTC) both located at Kawdiar. The city fields two football

clubs--SBT-Thiruvananthapuram and Titanium-- in the second division of the

National Football League. The city also has a fully equipped modern swimming pool

located near the Jimmy George Sports Complex at Vellayambalam. Many state level

and national level swimming competitions are held in this complex. It also holds

coaching camps for those who are interested in learning swimming.

Strategic Importance

Apart from being the capital of India’s most literate[45] and socially developed

state,[46][47] Thiruvananthapuram is a strategically important city in Southern India.

Being the largest city in India’s deep south, it is important 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.[48] The city is very close to the

international shipping route and East-West shipping axis.[21] Also, it falls under the

international air route.[49] Due to the strategic importance of the city, the Indian Air

Force authorities have planned to establish an aerospace command in SAC.[50] The

T JOHN COLLEGE 200938

plan for setting up a new "Tri-Service Command", which will integrate all the three

forces under a single command, is also in the pipeline.[51]

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

and also Sri Lanka,[52] the city’s medical and health infrastructure caters to the needs

of the patients from both countries, especially Maldives.[53] Exports of perishables and

medicines from Trivandrum International Airport run to full capacity on the daily

flights to Maldives and Sri Lanka. Thiruvananthapuram also provides a key link in the

movement of goods and passengers to and from southern parts of Tamilnadu into

Kerala, the state border being just 30 km away from the city centre. The city is also

important for people around the world seeking help through Ayurveda medicine and

therapy. Ayurveda resorts are coming up at a rapid pace along the International Beach

of Kovalam and Varkala coast

Tourist statistics of Kerala (Up to 2007)

_ Foreign Tourist arrival to Kerala during the year 2007 is 5,15,808. It shows an

increase of

20.37 % over the previous year.

_ Domestic Tourist arrival to Kerala during the year 2007 is 66,42,941. It shows an

increase

of 5.92 % over the previous year.

_ Foreign exchange earnings for the year 2007 is 2640.94 Crores which recorded a

growth of

32.82 % over the previous year.

T JOHN COLLEGE 200939

_ Total Revenue (including direct & indirect ) from Tourism during 2007 is Rs.11433

Crores,

showing an increase of 25.28 % over the last year’s figure.

_ Considering the district wise Foreign Tourist arrival, Pathanamthitta district shows

the

highest variation of 58.09 % over 2006.

_ Considering the district wise Domestic Tourist arrival, Kollam district shows the

highest

variation of 18.31 % over 2006.

_ Month wise Foreign and Domestic Tourist arrivals are as shown below:

Places of interest in Thiruvananthapuram

Aruvikkara

Aruvikkara Reservoir

Sixteen km north of Trivandrum city, gifted with lavish

scenic beauty is the Aruvikkara. Trivandrum city gets

its water supply from the Aruvikkara reservoir. There is an ancient temple dedicated

to Durga, on the banks of the river.

Aruvippuram

The place is about seven km from Neyyattinkara. There is a small waterfall here. A

Siva temple founded by Sree Narayana Guru attracts a large number of worshippers

during the Sivarathri festival. It is a beautiful spot for holiday seekers.

T JOHN COLLEGE 200940

Anchuthengu

Situated 40 km north of Trivandrum city, along the sea coast, Anchuthengu is a place

of historic importance. It was here that the first settlement of the English East India

Company was established in 1864 A.D. Historically, the limits of area where five

coconut palms stood (Anchuthengu, corrupted as Anjengo) was given on lease to the

Company by the King of Travancore for trade purposes. The remains of the old

English Fort, which had withstood many a siege, can be seen here even today. There

is an ancient christian church in Mampally in the name of Holy Spirit and it was built

in 15th century by St. Francis Xavier.the airforce station is located here.From here on

e can sail across the river to veli via boat. There exist a boat club.located at the bank

of the lake it a well known tourist spot of trivandrum.

Akkulam

Akkulam is one of the beautiful picnic spots, in Trivandrum city. The spot is

developed on the banks of Akulam Lake, which is an extension of the Veli Lake. The

calm and serene atmosphere and its unique natural beauty are a fascination for

tourists. The Boat Club, which started functioning in 1989, now operates speed,

safari, pedal and row boats from Akkulam to Veli Tourist Village. A traditional style

Kettuvallom is also available for overnight stay. The swimming pool at Akkulam is

equipped with glider and other playing facilities. The Children’s Park is a unique

amusement spot and has several new rides that have ben included recently. The newly

commissioned musical fountain is an added attraction.

T JOHN COLLEGE 200941

Agastyakoodam

About 1869 meters above sea level, Agastyakoodam is one of the highest peaks in the

Western Ghats. Tradition says that the great sage Agasthya, had his abode in this

peak. The place is also noted for its abundant ayurvedic herbs. The place is in the

eastern side of the district.

Balaramapuram

Balaramapuram is famous for its hand-spun cloth. Weaving is a cottage industry here

with cooperative activity. It is 13 km south of the city towards Kanyakumari on

National Highway 47.

Meenmutti and Kombaikani Waterfalls

These are two magnificent waterfalls on the upper reaches of the Neyyar reservoir. A

trek of two kilometers, through dense forests, would take one to Meenmutty Falls,

Thiruvananthapuram and a further two km, to the Kombaikani waterfalls. The

waterfalls and forests around them are worth experiencing.

Peppara

Peppara/Peypara is 50 km from the city on the way to Ponmudi. The sanctuary there,

with its rich mammalian fauna and avis is emerging as a big attraction to wild life

enthusiasts and ornithologists. It was established in 1938 over an area of 53 km². on

the Western Ghats. Elephants, sambars, leopards, lion-tailed macaques and

cormorants are commonly seen here.

T JOHN COLLEGE 200942

Ponmudi

A pleasant resort with an elevation of 912 m above sea level, Ponmudi is reached by

road from Thiruvananthapuram. There are several tea and rubber estates around the

hills. A hill tribe called Kani live in the surrounding areas. Ponmudi is fast developing

as a hill resort with room and dormitory accommodation facilities, hill-trails for

hiking, a collection of flowering trees and a deer park. Ponmudi is 61 km from

Trivandrum city.

Sarkara

Sarkara is 35 km north of Thiruvananthapuram and six km west of Attingal. There is a

famous temple which is dedicated to Goddess Bhagavathi. A grand festival, Sarkara

Bharani, is conducted in this temple during March-April.

Sarkaradevi Temple is one of the most important temples in South India. It is situated

South of the Chirayinkil Taluk (in the North-West of Thiruvananthapuram district.)

Tradition accords a remote antiquity to this temple. Its main deity is Bhadrakali. The

sarkaradevi Temple assumed a significant status many reasons and rose to historical

importance mainly with the introduction of the famous Kaliyoot festival by Anizham

Thirunal Marthanda Varma, the Travancore sovereign, in 1748.

Varkala

Forty one km north of Trivandrum city by rail and 51 km by road, Varkala is a

pilgrim centre. The Samadhi of Sree Narayana Guru, the great social reformer and

philosopher, attracts devotees in thousands. The cliffs and mineral water springs at the

Papanasam beach are worth a visit. The inland waterways system connecting Kollam

T JOHN COLLEGE 200943

in the north with Thiruvananthapuram in the south, passes through two tunnels in the

hills. The Janardhana Swamy Temple here attracts many devotees.

Sree padmanabha swamy temple

The temple is located inside the East Fort. Dedicated to

Lord Vishnu, the temple is a blend of Kerala and

Dravidian styles of architecture. it is known for its

mural painting sand stone carvings, one among the 108

sacred Vishnu temples in India, the presiding deity in here is Lord Vishnu recling on

Anantha the Serpent. The temple must see spot and also is the cause of the citys name.

It was built in 1733 a.d., and the deity is Lord Padmanabha. Trivandrum tourism.

Kazhakuttom Mahadeva Temple

Located on the eastern side of NH 47 at a distance of 18 km north of Trivandrum. The

name of the temple seems to have emerged from the progenitor of the temple,

Kalakkoth maharishi (sage). The temple is now being managed by the Travancore

Devaswom Board. Archaeologists have assigned a date of 9th century to the sthanaka

murti of Vishnu in the sub- shrine located in the north east corner of the campus.

Trivandrum tourism.

Padmanabhapuram Palace : 54 kms from Trivandrum, the magnificent place of the

16th century Travancore rulers is a place of beauty for any lover of art and

architecture. The interiors are replete with rose wood carvings and sculptures. Once a

home to the family of Travancors, it best exemplifies the wooden architecture of

Kerala. The exquisite murals, floral carvings, and the granite floors has passed the test

of time. Some of the fascinating 18th century murals are shown on the puja room

placed on the upper floor of the palace. Trivandrum tourism.

Museum

T JOHN COLLEGE 200944

Built in the 19th century, the Indo - Saracenic structure boasts a "natural" air

conditioning system and houses a rare collection of

archaeological and historic artifacts, bronze idols,

ancient ornaments, a temple chariot and ivory

carvings. Trivandrum tourism.

The Zoological Park

Open 1000 -1700 hrs. Closed on MondaysOne of the first zoos in India, it is

located in a well-planned botanical garden. With huge trees like frangipani and

jacaranda dotting the sprawling lawns and wild fowl swimming in the lake, it is like a

small jungle in the heart of the city. A reptile house with different species of snakes is

also located in the premises

T JOHN COLLEGE 200945

ABOUT MASCOT HOTEL

T JOHN COLLEGE 200946

Mascot is a KTDC Enterprise and is a 5-Star hotel located at PMG in Trivandrum. Its

wide gamut of complimentary amenities and perfect holiday ambience has won Hotel

Mascot award for the best property in its category in South India, Mascot the national

award property in its category in South India. Mascot is located in the heart of

Trivandrum City. The hotel lies sprawled languidly in a luxuriant landscape garden

that won acclaim as the best in the State at the annual International Flower Show held

at Thiruvananthapuram. Mascot also is a perfect gateway to start Kerala tour with its

accessibility to Thiruvananthapuram, the state Capital. Hotel Mascot has all the

facilities of typical holiday retreat with Ayurveda Centre in addition. We welcome

you to Kerala and stay with us at Hotel Mascot.

Its wide gamut of complimentary amenities and prefect holiday ambience has won.

Hotel Mascot the national award for the best property in its category in South India.

MAJOR HOTELS OF KTDC

Tea County

Category – A KTDC Hill Resort with four star deluxe facilities.

With its sprawling tea plantations, picture-book towns and winding lanes, Munnar is

one of the most exotic of hill stations. The land of the Nilgiri Tahr and the

Neelakurinji – the rare flower that bathes these hills in blue once every 12 years. Set

on the picturesque hills, Tea County offers you four star deluxe facilities

complemented by impeccable service in fresh, soft, mist clad settings. Here, you have

T JOHN COLLEGE 200947

a range of indoor games and leisure activities including trekking, paragliding, rock

climbing, cycling and angling. Trips can also be arranged from the resort to the

sprawling tea plantations.

.

Aranya Nivas

Category- (Three star Wildlife support)

Deep inside the dense, green woods, perched on the banks of the Periyar Lake is

Aranya Nivas or the Sylvan Abode. This quaint structure in the colonial style, is the

only property in India set in the heart of a game reserve. Besides being the ideal

holiday retreat, Aranya Nivas is also the perfect venue for a relaxed corporate meet or

business conference.

Bolghatty palace

Category- (Deluxe island heritage resort_)

The Bolgatty island is a short but inspiring boat ride away from Kochi. The

commercial capital of Kerala is also blesses with monuments of great historic

relevance. One such monument is the Bolgatty palace. Set amidst lush, tropical

greenery this prestigious heritage hotel answers your quest for a holiday of quiet

enchantment. One of the oldest existing Dutch palaces outside Holland, this quaint

T JOHN COLLEGE 200948

mansion was built way back in 1744 a Dutch trader. In 1909 the palace was leased to

the British and it served as their residency till 1947 when the British Raj came to an

end in India.

Lake Palace

Category- (Deluxe Wildlife heritage hotel)

Flora and fauna that never cease to surprise. That is Thekkady for you and introducing

you to the mystery and adventure of the jungle is Lake Palace. Majestically poised on

a peninsula in the Periyar Lake, in the midst of the Periyar forest, the Lake Palace,

which sports the regal ambience of an erstwhile summer palace, is the perfect

hideaway. This resorts offers you unlimited peace and tranquillity, interrupted only by

the twitter of birds, a cry in the unlimited peace and tranquillity, interrupted only by

the twitter of birds, a cry in the wilds or the excitement of spotting wildlife from your

window.

T JOHN COLLEGE 200949

Name of hotel : MASCOT HOTEL

Category of hotel : 5 Star

Access : 7 kms from Airport,

2 kms from Railway Station,

2 kms from Bus stand.

Facilities :Double A/C 75, Double Total 75, Suites A/C 4,

Suites Total 4, Total A/C Rooms 79,

Total Rooms 79, Centrally Air-conditioned 1.1

Indian Continental Chinese, Room Service,

H/A running water, Telephone, Mini Fridge,

Satellite TV. Swimming Pool.

Services :Doctor on call, Laundry, Money Changer,

Banking, Safe Deposit.

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Mascot has following facilities:-

75 deluxe rooms/ 4 suites with poolside facing balconies.

24 hours room service

Satellite television.

In house movies & channel music

Restaurant / Coffee Shop

Beer Parlour

Swimming Pool

Pool side bar

Laundry

Doctor on call

Travel assistance

Currency Exchange

Car hire

Ayurvedic herbal body toning massage parlour

Conducted tours

Short tour Options

Kovalam Beach

Vizhinjam Harbour

Thiruvananthapuram Naiper museum & Zoologyical park.

Sree Chithra Art Gallery

Padmanabhaswamy Temple.

Neyyar Dam

Varkala Beach

Padmanabhapuram Palace

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Ponmudi Hill Resort.

Veli Tourist Village.

Accessibility

The Thiruvananthapuram International airport, and Central Rail and Bus Terminal are

just 2 km away by road.

THE BOARD OF DIRECTORS

Cheriyan Philip ChairmanMohanlal Managing DirectorDileep General ManagerSandeep F&B Production ManagerBiji Anandh F&B Service ManagerAjith Front Office ManagerPrabidha Executive HousekeeperMichel Banquet ManagerDaniel H R Manager

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FRONT OFFICE

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This is the most important part of a hotel. The front office department

plays an important role in creating an experience, as this is the first place

the guest gets the first experience of hotel. It really attracts the business. It

fulfils the guest’s needs on the stay. The front office plays the role of

nerve of a hotel.

HIERARCHY

FRONT OFFICE MANAGER

LOBBY MANAGER

RESERVATION MANAGER

GUEST RELATION-EXECUTIVE (GRE)

Reservation Receptionists Information Bell Boys Cashiers Business Assistants Assistants Night Center

Auditors Assistants

The front office team performs a variety of functions. The following

aspects of front office activities:

Reception

Reservations

Telephones

Bell desk

Travel desk

Night Audit

Business Centre

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Reception

Room blocking

Guest arrival

Message handling

Information

Foreign currency exchange

Guest departures

Handling guest complaints

Attending to guest complaints

Co-ordination with other departments

Handling in house guests & internal calls

Co-ordinate in case of fire alarm of emergencies

Reservations

Taking reservations

Updating & maintaining reservations

Maintaining rates & Market rate cods

Corresponding with various booking channels

Maximising yields

Up-selling

Generating statistics

Telephones

Handling incoming calls

Handling in-house guest calls

Providing information

Wake-up calls

Message handling

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Bell desk

Handling guest baggage for arrivals / departures

Escorting guests to their rooms

Lobby upkeep

Running Errands

Maintaining left luggage room

Co-ordinate with reception

Car park & main porch

Car & coach checks

Night Audit

Check all arrivals of the day

Check all departures of the day

Check all cashiering transaction of the day

Programming wake-up calls

Printing Reg-card for next days arrivals

Printing reports

Business Centre

Secretarial Services

Sending faxes

ACCOMMODATION

The Hotel Mascot offers guest contemporary facilities in a relaxed &

screen ambience. The 75 rooms & 4 suites, with their good flooring &

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elegant furnishings with hammocks, overlook the beautifully city facing

balconies.

All rooms are centrally air-conditioned & are equipped with mini-bar,

direct-dial, two line telephone, satellite television.

     Room Type : DeluxePeriodBreakfast :

Included  Single Double/Twin Triple Quad Jun 17 2009 ~ Sep 30 2009   71 US$   79 US$   98 US$   N/A      Room Type : Executive Floor

PeriodBreakfast : Included  Single Double/Twin Triple Quad

 Jan 16 2010 ~ Mar 31 2010   125 US$   140 US$   170 US$   N/A      Room Type : Her 1st Floor

PeriodBreakfast : Included  Single Double/Twin Triple Quad

 Jan 16 2010 ~ Mar 31 2010   167 US$   195 US$   236 US$   N/A      Room Type : Suite

PeriodBreakfast : Included  Single Double/Twin Triple Quad

 Dec 16 2009 ~ Mar 31 2010   250 US$   250 US$   N/A   N/A      Room Type : Presidential Suite

PeriodBreakfast : Included  Single Double/Twin Triple Quad

 Jan 16 2010 ~ Mar 31 2010   417 US$   417 US$   N/A   N/A 

Sources of Reservation

The usual sources from which reservation sources are airlines, wholesale tour

operators, travel agents (local and foreign), free individual travelers, groups,

companies leading hotels of the world trust, instant reservation system, sales

department, embassies, and institutions.

Types of Plans

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A plan is a package proposal of rooms and meals, and some times even travel. A

European plan will include only a room whereas the rest of the services would be

charged for American plan, which would include meals usually breakfast and the

evening meal as well as the room rental included in the room rate. The packages

offered by the hotel are inclusive of a airport transfer, breakfast at the citrus and the

room rate.

Guest History Card

This is done in order to give a guest extra attention and special care. It's usually done

for repeat clientele. For example some guest may like a non smoking room and some

may like a hard mattress. This is where the front office informs the housekeeping

department or the relevant department that special care must be taken in order to

ensure a comfortable, carefree stay at the hotel. All such information is maintained by

the front office and is fed into the computer.

Rates followed by Reservation

A Rack Rate

This is the highest room rate charged by the hotel. It is the rate given to the guest who

does not fall into any particular category, such as a walk-in guest who requests a room

for the night.

Corporate Rates

These are room rates offered to business people staying in the hotel.

This can be further broken down into Business people who are frequent guests (a

specified number of visits per week or per month) and guest who are employees of a

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corporation that has contracted for a rate that reflects all business from that

corporation.

Commercial Rates

These are room rates for business people who represent and have infrequent or

sporadic patterns of travel. Collectively this group can be a major segment of hotel

guest and thus warrant a special rate.

Military and Educational Rates

These are room rates established for military personnel and educators, because they

travel on restricted travel expense accounts and are price conscious. These groups are

a source of significant room sale because their frequent visits may supply a sizeable

amount of repeat business.

Group Rates

These are rates offered to a large group of people visiting the hotel for a common

reason. The marketing and sales department usually negotiates this rate with a travel

agency or with a professional organization.

Family Rates

These are room rates offered to encourage visits by families with children. This rate is

offered to families during seasonal or promotional times.

Half-Day Rate

A room rate based on the length of stay of a guest, which is applied to guests who use

a room only for 3-4 hours in a day.

Process of Reservation

All the reservations coming in are recorded on a form called the reservation form. The

detail such as the name of the guest booking the reservation, company name, address,

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telephone number etc. it also consist of the name of the guest, his designation, arrival

and departure time, mode of payment, type of room, number of persons and so on.

The reservation is then fed into the computer, the availability is checked and

confirmation letter that may be sent either through e-mail or through fax and then the

room may be blocked for the following dates.

Billing may be direct or indirect; increase of direct billing the guest pays for all his

expenses through his personnel account. In indirect billing the company pays on

behalf of the guest, a letter of a fax must be sent by the company on its letterhead

stating the mode of payment. If payment be made after a certain period of time, or on

behalf of the hotel a on time credit authorization slip is filled up and signed by the

finance manager and also by the marketing and sales manager. 3 copies are made and

filled in the necessary files. The reservation forms are clotted according to dates and

alphabets of the guest lasts name. Special importance is given to group reservation; a

reservation assistant is appointed as the group coordinator and will carry out all the

operations relating to the group and will coordinate with the marketing and sales

person or with the travel agent who has made the reservation.

Reservation codes

Reservation codes are a sequential series of alphanumeric combinations that provide

the guest a reference for a confirmed or a guaranteed reservation.

This code indicates that accommodation has been secured for a specific date with a

commitment to pay for at least the first room night. The code will identify the hotel

chain/referral group, the arrival date and the departure date the type of

accommodation, the mode of payment and the sequential number of reservation.

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Fore Casting Reservation

Forecasting or room forecasts, which involves projecting room sales for a specific

period of time, is naturally the next step after the data form the reservation process has

been collected, this step includes previewing the effects of reservation on the income

statement, scheduling labour, and planning for use of facilities. This process of

projecting sales and related expenses is very important to the successful management

of the hotel. This information is also important to the financial controller, General

manage and to the owner of the hotel. They use this information in managing the

finances of the hotel; it is also used to project the yearly or quarterly financial

projections.

RECEPTION

Here is where the first opportunity where the hotel meets the client face to face. At

this time all the marketing efforts and computerized reservation systems should come

together. The front desk clerk that is well trained must be able to portray the hotel in a

positive manner. This good first impression will help ensure an enjoyable visit.

The first step in guest registration process begins with capturing the guest data such as

name, address, zip code, length of stay, company affiliation etc. This information is

needed to maintain the guest history. The various departments in the hotel also require

this information to provide various guest services. The registration process continues

with the extension of credit, room selection, room rate application, and opportunity to

sell hotel services, room key assignment and folio processing. Continually efficient

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performance of the registration process is essential hospitality for all guests and

profitability for the hotel.

Registration Card

The registration card provides the hotel with the guests billing instruction, information

on the check out time, and room rates. Even if the guest has a reservation, the

completion of the registration card is important as it verifies the spelling of names,

address, phone numbers, anticipated date of departure, number of people in the party,

room rate and method of payment.

Guest Registration Procedure

1. Guest request to check into the hotel

2. Front desk projects hospitality towards the guest.

3. Front desk clerk inquires about the reservation.

4. Guest completes registration card.

5. Front desk review's completeness of registration card.

6. Front desk clerk verifies credit.

7. Front desk clerk makes room selection.

8. Front desk clerk makes the room assignment.

9. Front desk clerk assigns room rate.

10. Front desk clerk discusses the sales opportunities for hotel products and services

to the guest.

11. Front desk clerk hand over the key card.

12. Front desk clerk process folio.

Room Inventory

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A room inventory systems is maintained by the reception which involves constant

updating and checking the data base that indicates the house keeping status term

which means availability of a room, such as occupied (guest or guests that are already

occupying the room) stay over, on change, out of order, and available. This fact of

registration requires constant communication efforts among the front office, house

keeping, and maintenance and reservation staff.

Night Shift

During the night shift, one duty manager, one receptionist, and one cashier are on

duty. They perform the following work.

Print the following days arrival and registration cards.

Tallying the arrival and departures in the respective registers.

Maintaining the cash position.

Entering the foreign guest name in the FRRO register.

Entering all the receipts and paid outs of the guest.

Register Files and Formats

VIP register

House keeping discrepancy register

Room report

Complimentary room report

Guest History in Alphabetical order

Registration Card File

'C' forms

Reservation Correspondence

Reservation Forms

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Registration Cards

Rate Master Files

Reservation Slips arranged in accordance to date and alphabetically

On time credit authorization file

Complimentary Cards

INFORMATION AND THE CONCIERGE

This section of the front office department is responsible for providing extensive

information on the services of the hotel as well as on entertainment, sports,

transportation, and baby-sitting in the area, tours. The information assistants must

know the area intimately and must be able to meet the individual needs of the guest.

The information desk is stationed in the lobby.

The information assistants also do bookings for air, rail and road transport.

The word concierge in French also means doorkeeper or porter literally the word

concierge describes a place where luggage is handled the concierge is well staffed.

The bellboys are in charge of picking up the guest luggage form the car and placing

them inside the desk area and escorting the guest to the reception and after the

registration process is over, the bellboy then escorts the guest to the room.

The bellboys are well versed with the facilities and services of the hotel and as they

are always in direct contact with the guest and also market the facilities of the hotel

they must also have a good command over English.

Bell Boy Errand Card

Once a guest checks in, a bellboy errand card is filled in which consists the name of

the bellboy, the date, time, the number of luggage pieces a copy is made of the card.

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When the guest checks out the bellboy and the receptionist is intimated. The bell boy

is sent to the room assist the guest in carrying his or her luggage, he makes a

personnel check of the room and escorts the guest to the reception the errand card is

then filled and signed by the lobby manager.

Functions of the Bellboys

To delivery guest mail.

Page the guest in the hotel and lobby

Check for any disruptions in the rooms.

Distribution of the newspapers.

Maintain the supply of tablets and a first-aid kit.

Help the security with unruly elements.

Checkroom on guest departure.

Performs any errands as per the requirements by the management and guest.

The bell desk coordinates with the:

Front Desk

Security

Porch.

House Keeping

Maintenance

Cashier

CASHIER

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The position of the cashier includes processing guest checkouts and guest legal tender

and providing change for the guest. This position helps to make the front desk load

manageable when a full house.

The front office cashier plays a very important role in the functioning of the hotel; it is

the last point of contact, where the guest settles his bill, either by the selected mode of

payment standardized by the hotel.

He cashier is provided with his own computer, credit card swipe machine, printer and

other forms and formats. A master bill is opened as a guest checks in to the hotel; it

contains the name of the guest, the arrival date, and departure date, the type of room,

and details regarding payment. Therefore the hotel adopts certain safe guards, which

are as follows:

1.A credit card that is officially recommended is accepted.

2. Guests are asked to settle bills by not raising any more credit over the limit.

3. Care is taken while accepting cheques.

4. In cases where the bill has to be settled by the company the hotel has receive

a confirmations letter has to be sent from the company stating the required.

Duties of the Cashier

Posting charges into the guest folios

Settling guest bills

Handle Credit Cards

Encash foreign exchange, as per regulation

Preparing the cashier report

NIGHT AUDITOR

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The night audit is the control process whereby the financial activity of the guests'

accounts are maintained and balanced. This process tracks the charges and payments

and the departmental receipts and charges. This working definition encompasses not

only the mechanical proofing of tool and charges and payments but the further review

of account activity by the management.

The front office manager will be able to monitor all the credit activities of the guest,

project the daily cash flow from room sales, and monitor actual sales for various

departments.

The night auditor balances the daily financial transactions. This person may also serve

as a desk clerk for the night shift. This individual must have good grasp on accounting

skills and the ability to resolve financial discrepancies. This position requires

experience as a desk clerk as well as good communication as with the controller. The

night auditor has many responsibilities in addition to these to preparing the night audit

report, the position also includes checking in and checking out guest after 11 pm,

processing reservations, performing the duties of the security guard, monitoring the

fire safety systems, acting as the cashier for the banquet functions, and performing the

duties of the manager on duty. The night auditor acts, as communication link between

the guest and hotel operations during the night. This is a very important position

within the front office.

The Night Audit Process

The night audit is not one of those reports that will be put on the shelfand forgotten.

Management use this to verify the integrity of the guest accountsand review the

operational effectiveness, which is the ability of a manager tocontrol cost and meet

profit goals.

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The six basic steps involved in preparing the night audit:

1. Posting room and tax charges.

2. Assembling guest charges and payments.

3. Reconciling departmental financial activities.

4. Running the trial balance.

5. Reconciling the account receivable.

6. Preparing the night audit report

TELEPHONES

The telephone operator has a very important role to play in the lodgingof the

establishment. This person must be able to locate registered guest and management

staff a moments notice, he or she is also expected to deal with crises.

With the introduction of call accounting, a computer technology that tracks down

guest phone calls and directly posts the billing charges to their account, with this it

has made the telephone operators job much simpler and faster.

It is a department that has to be handled very efficiently round the clock, all the calls

have to be attended promptly and politely. Not only does the operator acts as a means

of communications to the hotel, but also creates an impact on the mind of the caller.

The qualities of the operator include:

A polite tone

Clear and correct communication

Remembrance

Secrecy

Co-operation

Accuracy

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Alertness

Knowledge of the Hotel

Up selling techniques

The location of this department is in the back office, connected throughthe

reservations. There are generally 2 to 4 operators in each shift other thanthe night. The

department is controlled and managed by the communicationand telephone manager.

All the incoming calls go through the operator, if there are calls for guests resident in

the hotel, the operator room number against the guest name and only then connect the

call to the room.

The telephone department co-ordinates with:

Front Office -Reservations, Information, Registration

Accounts

Food and Beverage Departments

House Keeping

All the other departments and the guest rooms

Apart from their daily functions the telephone department performs other functions

such as:

Giving wakeup calls.

Checking the reminder wakeup calls.

Checking the local and international calls made.

Posting the readings to the cashier computer or otherwise.

Keeping an account on the in-house calls.

Process the weekly and month end reports.

Provide information about the hotel to its guest.

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Try and sell the hotel by giving and making suggestions.

Placing DND on guest telephones.

The number '0' has to be dialed for operator assistance, the number '0'has to be dialed

for the dial tone, this facility is provided at the banquet floor, reservations, lobby area

and the sales departments.

BUSINESS CENTER

The business center is open round the clock, it is fully equipped to meet the needs of

an international business traveler, and it is located on the 1 level of the hotel. It is

open to all guest and outsiders for the use of fax, photocopies, printing, typing,

internet, lamination etc.

2 people, the morning and the second shift manage the business center.

The facilities at the business center are:

24 Hours

Conference Room

Secretarial and Typing Services

Photocopying

PC Use

Internet connection

Audio/Video equipment

Binding and Lamination

Mail and Courier Service

The hotel levies a tax on all incoming and faxes for the in-house guests or the

departments of the hotel. An account of all the faxes, photocopies, and Internet

charges are all manned in a register and handed over to the front office manager. The

business center has its own billing facilities.

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The business center co-ordinates with:

Reservation

Information

Banquets

Marketing and Sales

Food and Beverage Room Service

Equipments

List of Front Office equipments used :

Fax Machine

Telephone

Computers

Information Rack

Whitney Rack

Credit card Imprinter

Printer

Pagers

Key Card Maker

Magnetic Strip Reader

CO-ORDINATION WITH OTHER DEPARTMENT:

HOUSE KEEPING

The front office has to inform the housekeeping as soon as there is a check-in

or a check-out and if any VIP is coming, if the guest has any complaints, it is routed

to the housekeeping through the front office only.

FOOD AND BEVERAGE DEPARTMENT

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The front office informs F&B department if any guest wants the tables to be

reserved in the restaurant or for booking of banquets etc. It also informs for VIP

amenities.

ACCOUNTS

The front office cashier enters the various books of accounts, daily and gives it

to the accounts department for screening. The accounts department also closely

examines the cash handling by front office cashier.

PERSONNEL DEPARTMENT

Front office co-operate with personnel department for the payment of salary,

recruitment etc.

SECURITY

Security is a preventive and protective program. The prevention of hazard causing

hurt, damage of property and protection of manpower is the main objective. It is for

this most important purpose laws and rules are made and security measures taken.

The hotels security manager can be rightfully compared to any law

enforcement authority. Law of the land as the department regulation determines his

rights, duties, and obligations.

Function of the department

Responsible for security in floors, room and public area.

Receiving and sending off the guests.

Systematic parking of vehicles.

Any usual stay lying hotel property to be returned to the original department.

Maintaining visitor entry book.

Through checking of hotel staff before he goes out of the premises.

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Check on supplies.

Swift action in case of emergencies.

Receive information by reception of any misconduct.

Legal aspects of security:

Common law is “ judge – made law”, law under which divisions is based all

reasonable care should be taken to avoid injury to guests.

The hotel management ensures that

The premises are reasonably safe

Patrons are warned about dangers.

Staff does not take any action, which might cause injury of accident.

Premises are inspected regularly for safety risks.

Common safety and security precautions:

Observe all safety rules

Be observant of safety risks and report then.

Keep work and public areas clean and tidy.

Follow instructions for mixing chemicals with care.

Report for duly well rested and fully fit.

Care with keys.

Confidentiality.

Duties of security manager:

Report to general manager

Supervises security operation

In case of accidents makes enquiries

He prepares duty chart for his staff.

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HOUSE KEEPING

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Introduction

The housekeeping department in the hotel is responsible for the cleanliness,

maintenance and aesthetic upkeep of the entire property form the entrance area to the

farthest basement of the hotel. The prosperity of the hotels on giving it continues

patronage not only because of this attractive advertisements and expensive decor. It is

the care shown in locking after the smallest detail of cleanliness, promptness of

service and cheerful staff that remains as a memory of a fine hotel and which ensures

its flourishing business.

HIERARCHY

EXECUTIVE HOUSEKEEPER

ASSISTANT HOUSEKEEPER

Linen & Desk Control Floor Uniform Supervisor Supervisor Supervisor

Tailors Attendants Room Attendants Attendants

Executive Housekeeper:

Is the person in charge of the housekeeping department, he/she is responsible for all

the activities of the housekeeping department and staff. He/she has to plan, organize,

control and co-ordinate all the activities of her department.

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Deputy Housekeeper:

Co-ordinates the day-to-day activities of the various sections section of housekeeping

dept. She also helps the Ex. Housekeeper with her tedious administrative work.

Laundry Supervisor:

Co-ordinates the regular activities of stain removal washing, dry cleaning, pressing

and repairs that go on in the laundry. He particularly supervises stain removal and dry

cleaning to prevent damage to the product. Valet is responsible for the collection and

delivery of guest laundry. They are also responsible for the movement of hotel linen

to and fro of the laundry. Pressmen are responsible for pressing guest and hotel linen.

The guest line is steam pressed. The hotel uniforms are hot ironed.

Machine operators:

These are the people who are actually, operating the machines in the laundry like

Hydro extractor, washing machine etc.

Senior Public Area Supervisor:

Is responsible for the cleanliness of the public areas and regulates the day-to-day

cleaning.

Public area Supervisor:

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Assist the senior public area supervisor in achieving the desired standards of

cleanliness. He/she Co-ordinates the activities of housemen to achieve the desired

standards.

Housemen:

Are the people who do the actual physical work. In different sections their job differs.

In the public area they are responsible for the cleanliness and hygiene of the person

who cleans the rooms of guests. In the linen room he is responsible for the collection

and delivery of hotel linen on one or as per the policy of the management.

Gardeners:

Are responsible for growing attractive indoors and outdoor plants and up keeping the

attractiveness of the existing ones.

Floor Boys:

Assist the floor Housemen in cleaning and getting ready the room.

Linen Room Supervisor:

Records the flow of all hotel linen to and fro of the linen room. She also checks for

the Quality and standard of cleanliness of lined and also check for reports.

Linen Room Helpers help the housemen in the collection, counting and delivery of

linen to a Horn the linen room.

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Sewing Mistress Is responsible for repairs of all lines as requested by the linen room

supervisor.

Night Supervisor:

Is responsible for housekeeping activities that goes on in the night. Generally the

polishing of lobby floors, staircase cleaning etc. Takes place during the night. He co-

ordinates the activities of the housemen and floor boys.

Duties of staff

The senior supervisory staffs are responsible for the work carried out on a day-to-day

basis and maintain records of the various activities. The Executive housekeeper is

responsible for the whole department and co-ordinates the duties of his/her

department. The deputy housekeeper assist the housekeeper in her various tasks.

Recruitment of staff:

Even when there is a personnel officer or staff manager, the housekeeper has the final

decision regarding the selection of her staff where he/she is responsible for the

recruitment; appointment should be made as an co-operative about the extra work to

be done. The following may be useful sources.

Advertisement in Newspaper & trade Journals

Private agencies

Local job centre

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Cards in shop windows

Internal Grapevine

Former employee

College, Schools etc

It may be useful to record the result of the methods employed for future references.

Where possible, any suitable applicant should be called for an interview and the

following points are suggested for an inexperienced interviewer.

Full name and address

Age and place of birth

Qualification and particulars

Former jobs and reason for change

Health &Sick leave in the past

Family commitments

Work &other relevant details discussed, such as hours, Duties, wages, holiday,

uniform, meal facilities any deductions to be made from pay sick scheme or

superannuating.

The applicant should be given an opportunity to ask.

.

During the interview the housekeeper will form certain impression about the applicant

e.g. neatness, health personal hygiene, politeness, cheerful moody disposition and

from this knowledge the housekeeper should be better able to decide where & with

whom the applicant could work. Selection of all staff in of major importance & the

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success (or failure) of the selection will be shown in the attitude of the workers. For

those at supervisory levels, it is hot always to assess their supervisory qualities until

they are on the job and poor selection may result in dissatisfaction.

After the housekeeper has summed up the suitability of the applicant for the work and

having asked the name, address & telephone number of a former employer and / or

reference she will take up references. If the references are taken up telephone towards

the need of the interview, it may be possible to engage the applicant straight away.

She be told the date she is to begin to work and asked to bring from her last employer

the fax from (P45) showing the amount she has earned and the income tax paid it is

advisable for a housekeeper to have knowledge of the legal aspects regarding such

things as the employment and union requirements.

Linen Room

The linen is the central depot for all linen and form sufficient clear articles, in good

condition are distributed throughout the house. Linen in this context means laundry

able articles but the linen room staff may also handle blankets curtains and loose

covers as well as articles for dry cleaning the linen keeper or the person in-charge of

the linen room expect in hospital, is responsible, for linen the sorting and dispatch of

the soil linen to the laundry the checking of its return and for its general standard.

According to the house custom she keeps a strict control as possible over the

exchange of soiled for clean linen. She should be capable to be firm with laundry

manager over careless laundering and loses and she should keep the record book

accurately and efficiently.

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Most commonly used linen in the housekeeping dept is:

Sheets:

Should be enough to be tucked in, a good turn over at the top to protect the blanket

and quit from grease newspaper print the lane of break fast trays etc. Normal size of a

single sheet 177x274 cm, double sheet is 238x279 cm for a king sized bed sheet it

will be 274x297 cm.

Pillow slips: - is made of the same material as the sheet the most common Housewife

of flap type has been considered. Many establishments are now using longer slips

without flaps so the pillow is hidden. Under pillowslip are used to protect the tucking

and the holding of the pillow.

Duvet Covers of large bags of cotton are mostly used polyester & cotton fabric in to

which the duvet or continental quilt is put.

Bath Towels: - Usually of cotton in Turkish that is terry, weave which has a loop pile

on both sides the pile should be close for greater absorbency and not to long or the

threads will fall the selvedge should be stirring and the comers of the hem firmly

stitched usually they are in white colours sometime fast colours are also used the

regular bath towels 76x152 cm.

T JOHN COLLEGE 200982

Face & Hand Towels Face:- and hand towels may be of linen and cotton, Fancy

weave and the best quality were smooth and also made of linen now Turkish towels

are provided normally and two bath towels are provided for each guest.

Bathmats need to be very absorbent and are often made of Turkish towelling or candle

wick. They are laundered frequently and are considered to be more hygienic than

rubber the size is 60x90 cm disposable ones are available.

Carpets

Flooring often out last the other furnishing so many decorative schemes have fitted

carpets throughout the “house” as these provide only one floor surface to be cleaned

give warmer a appearance seem to add space make for easier furniture arrangement. A

pattern carpet should have a design in keeping with the size style function and of the

atmosphere of the room whichever chosen for large rooms with walls and lore

upholstery.

Where soiling or staining are to be expected.

Where the floor has to give a good appearance at all times.

Plain carpet is suitable for small room.

Room with pattern walls I as upholstery.

Giving a appearance of spaciousness.

Floor Finishes

Floor are important areas which are easily noticed on entering a room or particular

area and they may be both functional and decorative they cover a tremendous area are

T JOHN COLLEGE 200983

subjected to a great deal of wear and tear floor frequently from the base on which the

rent of the decor is planned. Outlasting the other furnishing and decoration and clean

well-kept floor surfaces will often indicate the standard of cleanliness throughout the

establishment.

Soft Furnishing

Soft furnishing include curtains loose covers cushions bed spreads and quilts (not

carpet) and they contribute greatly to the appearance of the room by bringing to it

colour pattern and fixture. Some articles give protections and some in addition give

warmth and comfort as such is subjected to different types and amount of wear and

tear it follows that the fabric firm which it is made is suitable for bedroom lighter

materials are probably less Expensive printed cotton of linen cotton and rayon satin.

Drapes cretonne are some, which may have been chosen. Cushions may be used the

comfort of the chairs and sofa to bearable colour contrast, pattern, and texture

cushioned may be filled with down, feather, kapok or foam plastics or rubber and

covered a variety of materials matching or contrasting of the material of the chair or

sofa.

Lighting

Lighting plays a key role in creating the right atmosphere with in an area it should be

decorative and functional it should character and atmosphere of the room adequate

and particular purpose. Without causing glass or appearing flat and dull. The different

types of lighting used for direct, diffused and indirect lighting and used according to

their daily requirement.

T JOHN COLLEGE 200984

ROOMS & FACILITIES OFFERED BY MASCOT HOTEL

1. Centrally a/c with additional fresh air supply.

2. Attached bath with hot and cold water.

3. 24 hours STD/ISD dialing from room.

4. 24 hours coffee shop and room service.

5. CTV with cable connection.

6. Four elevators.

7. Stand by generators.

8. Bar.

9. Same day laundry.

10. Doctor on call.

11. Travel clerk.

12. Car parking.

13. 24 hours check out. DELUXE ROOM

14. Specialty restaurant.

15. Travel desk

16. Car hire

17. Channel music

18. Cinema tickets

19. 24 hours Internet

HERITAGE SUITE

T JOHN COLLEGE 200985

PREMIUM ROOM ROYAL SUITE

FOOD AND BEVERAGE SERVICE

T JOHN COLLEGE 200986

Hierarchy

F &B Manager

Asst. F&B Manager

Banquet Mgr. Restaurant Mgr.

Asst. Banquet Mgr. Asst. Restaurant Mgr.

Senior Capt

Captain

Stewards

1. Restaurants

A first class A/c restaurant.It is named as SWATHY Renowned for traditional

Kerala cmsme, Swath, also offers Continental, Mughalfli, Indian and Oriental food

It is the only restaurant ,n town with an outdoor extension facing the lawn,

making ,t .deal for theme parties and dinners

SURABHA A cosy ambience coupled with a range of bakes and

confectioneries, along with salads, soups and sandwiches, sets the mood for friendly

meetings, sojourns and chitchat at the coffee Iounge

SAYAHNA Experience fine dinning at the exclusive outdoor 'evening' cafe

set amidst lush green surroundings and an exotic flower garden.

T JOHN COLLEGE 200987

Covers - Covers-100

Tables - 25 Tables

Menu - Breakfast Menu, Room Service Menu, Lunch and

Dinner Menu

Timing: 7 am to 10.30 am (Break fast)

12.30 pm to 2.30 pm (Lunch)

3 pm to 11 pm (Tea and Dinner)

Staff: About ten staff in each shift

There are three shifts

1. Morning - 7 am to 3 pm

2. Evening - 3 pm to 11 pm

3. Night - 11 pm to 7 pm

Cutleries All purpose cutleries (Knife and Fork)

Facilities 1. Reservation facility

2. Beer and Wines served in the Restaurant

3. Food plans (MAP, AP, CP, and EP)

Breakfast

T JOHN COLLEGE 200988

Restaurant gets ready for breakfast on the previous right. All arrangements are done in

the night open at 7 am. If 20 room are occupied there would be a buffer for the guests.

Otherwise ‘A’ la cart is available.

The cover

Side plate with a side knife.

A butter dish.

A tea cup and saucer with a tea spoon

Sugar pot with tongs

All purpose cutleries (Knife and Fork)

Soup spoon

A break boat or toast rack

Serviette

A bread boat or toast rack

Serviette

Jam, Marmalade and honey

Cruet set.

Availability of 3 types of Breakfast

Continental

American Break Fast

Maharaja Break Fast

Staff: About 10 staff (Morning shift)

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Lunch

Time: 12.30 pm to 3 pm

The Cover: 1. All purpose cutlery

2. Soup spoon

3. Water glass

4. Side plate with knife

5. Cruet set

6. Serviette

Lunch and dinner menu offers Indian, Chinese and continental Dishes beer and soft

drinks also served in the restaurant.

Special dishes:Malabar fish curry

Chemeen curry

Chicken Biriyani Fried rice,

Lobster etc.

Desserts

1. ICE creams(different flavours)

2. Puddings

3. Fruit salad

Staff: About 10 staff (Morning shift)

Tea Time:

3pm to 6:30 pm is tea time. Severed tea, coffee, soft drinks and snacks.

T JOHN COLLEGE 200990

Dinner

Time: 7 pm to 11 pm

Menu : Lunch and Dinner menu

Menu offered Indian

Chinese and continental dishes.

Cutleries : All purpose cutlery

Water glass

Side plate and knife

Soup spoon

Cruet set

Serviette

Special dishes:Malabar fish curry

Chemmeen curry

Chicken Biriyani etc.

Desserts : 1. ICE Creams (All flavours)

: 2. Puddings

Normally dinner starts at 7 pm. If there is 25 rooms occupied a buffet is arranged for

the guests: other wise there should be A la cart menu

Staff: Normally about 10 staff present for the shift (evening section)

T JOHN COLLEGE 200991

2. BAR- RUBAIYATHA

Set your spirits soarms with cocktails and bubblies of the finest varieties from

across the world

There are normally two kinds of bars in Indian hotels. One is the public bar

and other is the service or dispense bar. The public bar is located in the public area,

and is used for the service paying customer, be it in-house guest or none residence.

Cocktail snacks may also be served here. Service should be fast and discrete and the

bar staff should be well prepared to handle the rush hour. Good décor, ambience,

efficient staff and availability of a wide variety of beverages and snack help to attract

more customers.

The service on the dispense bar is used for dispensing drinks to other outlets of

the hotel such as coffee shop, room service outlet, banquet and the specialty

restaurant. It is generally located in the bar area of the hotel and is open from the

clock. It should be adequately equipped to meet the demands of all the outlets

3. Room Service

Excellent room service facility is one of the speciality of Mascot

Time: 24 hours.

Organisation

There should be a room service stewards for each shifts. Under him there should be

Asst. Steward who does the actual work. Room services menu is kept in the rooms.

Guest can order food through telephone. Often they can call some one to take the

order. Prepare the KOT and bills give the KOT to the kitchen. Food must be covered

T JOHN COLLEGE 200992

room service is charge checks the tray before room boys lake them to the room guest

can order something at any time. There should be one person in the room service

table.

4. Banquets

Banqueting is the term used to cover the service of special function in a hotel

separate from the normal day to day catering of various restaurants. It includes

various functions such as lunch parties, conference, receptions, wedding seminar and

special dinner. Banquet hall under the control of banquet manager.

There are 4 banquet halls in Mascot Hotel. They are

1. Symphony

Sitting capacity is 600 pax.

2. Harmony

Sitting capacity is 200 pax.

3. Sonata

Sitting capacity is 200 pax.

4. Melody

Sitting capacity is 100 pax.

T JOHN COLLEGE 200993

Trend in Food Service

Food service operators who stay on top of emerging trends have a better

chance of attracting and satisfying customers and thus boosting sales and beating the

competition. However, predicting task is not always an easy task. Fads in food service

are common. In contrary to a trend, which grows and matures, a fad is a fleeting

interest. Fads are usually fun innovations that are add interest and excitement, where

as trends are fueled by such present conditions as the state of the economy and

changes in life style.

Among the various segments of the market, the following trends are emerging:

The fine dinning restaurant business is down, but interest in café’s and busters

are increasing.

Recreational facility food services are expanding with up scaled menus.

Food service is the lodging sector is in cooperating mintmarks, ethnic fare,

simplest foods, healthier solutions and buffets.

College food service will see more self service, grab and go options, extended

hours of operations, authentic vegetarian dishes and full flavored ethnic

choices.

Military food services faces basis closing but also better food quality,

consistency and pricing with more branding.

Food service in nursing homes will serve to stoker and younger patients with

more convenience products, more liberal diets and a room service options

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FOOD AND BEVERAGE MANAGER

He is responsible for the various food and beverage outlet of the hotel. He

prepares the budget for the year for the department. He looks after the performance of

all the food and beverage staff working in his department.

RESTAURANT MANAGER

He is responsible for the organization and administration of the restaurant. He

sets the standards for service for service and he also looks after the training of the

staff.

SERVICE CAPTAIN

They are responsible for the day-to-day functioning of the restaurant. He

supervises, mis-en-place and mis-en-scene before the restaurant opens for its

operation. He briefs the staff before opening the restaurant and after the shift getting

over he also handles the guest complaints.

CAPTAINS

They are below the service Captain in the hierarchy and are designated

specific jobs by the Service Captain.

STEWARDS

The stewards job is vast as part of a team, to make sure that customer, level

feeling that they have enjoyed the food and the whole social experience. To achieve

this the waiter must be friendly, efficient, knowledgeable and skillful.

In order the stewards can do their jobs properly. It is important for the people

preparing the food to understand what the job involvers so that they can provide what

T JOHN COLLEGE 200995

is needed. The steward is as it were, the conductor of the meal orchestrating its

service so that whatever the customer requires satisfying them is provided. If the

customer wants the food quickly, then it must be served quickly. If they want advice

on the choice on food or wines then the steward must be able to give it. If they ask for

the bill it must be ready quickly and it must be accurate all the requires, the stewards

to communicate effectively with the customers and with the rest of the team in the

restaurant. Knowledge of the menu is also required.

THE VARIOUS EQUIPMENTS USED IN RESTAURANTS

Sauce bottles.

Table sauce sets.

HI Ball Glass.

Torn Collins.

Brandy Balloons.

A.P. wine glass.

Soda Decanters.

Ashtrays.

Bud vases.

Half plates.

Salvers.

Ice buckets.

Finger bowls.

Desert spoons.

A.P.Fork.

A.P.Spoon.

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Steak knife.

Pickle and vinegar bottles.

Service spoons forks.

Bill folder.

THE SERVICE PROCEDURES FOLLOWED IN RESTAURANT

1. Greet and seat restaurant guests.

2. Serve water.

3. Take beverage orders and serve drinks.

4. Present them food menu and beverage list.

5. Assist guest in making food and beverage selection.

6. Place order in the kitchen (Using the KOT)

7. Serve food and clear table between courses.

8. Serve wine and champagne.

9. Collect sale income, make change.

10. Accompany the guest to the door and wish them good-bye and encourage them to

come again.

11. Remove stains from the dining table.

12. Set tables.

13. Clean service station area.

ROOM SERVICE PROCEDURES

The room service order taker takes the order.

The order taker prepares KOT

The order taker gives KOT to the kitchen.

The stewards gives one copy to the kitchen.

T JOHN COLLEGE 200997

He gives two copies to the cashier for preparing bills.

He picks up the order from the kitchen and collect two copies of the bill fro

the cashier.

He serves the ordered food.

He gets the bill signed or collects the cash.

The steward returns bills to the room service cabin

Only one copy of the bill is sending to front office cashier and the other copy

to accounts.

The steward clear, the tray from the room after a specific time

BANQUET-Banquets are special function organized for professionals, social or state

occasions. Banqueting is the service for these functions and is different from the usual

services offered in restaurant. Normally, such functions are organized when the

number of people involved is 15 or more.

A banquet booking is taken on a special information sheet called as function

prospectus. The type of the information recorded is:

Name of booking party.

Name of the person to whom the bill is to send to.

Name and type of function

Date of function

Number of people expected and number guaranteed.

Menu, type of service required

Wines, alcohol and non-alcoholic drinks to be served.

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Types of table layer and seating arrangements.

Special arrangements such as bands, microphone, flowers, ice, carving etc.

Type of menu.

Price to be charged per person

Price for hall and special arrangements.

Normally in a banquet prospectus for the smooth function is three copies., if it

is typed or hand written.

1. First copy is transfer to the executive chef.

2. Second copy is transfer to the F7B manager,

3. Third copy is banquet arty itself.

QUALITIES REQUIRED BEING A GOOD STEWARD.

Customers decide to eat at a particular restaurant for many reasons. It might be

type of place, the atmosphere, reputation of the place, décor and furnishing, perhaps

the music or the quality of the food and its price. All these can affect a customer’s

choice for frequently it is the service provided by the waiting staff. Stewards can be as

important to successful restaurant as good cooks.

ATTITUDE PRIDE IN PROFESSIONAL SERVICE

Steward must enjoy interacting with the people and take pleasure in making

ensure that they are happy. No amount of technical skill will compensate for the

wrong attitude to the customer.

APPEARANCE AND PERSONAL HYGIENE

Steward work with food almost as closely as the people who prepare it, but

also they are continuously under the scrutiny of the customers. They must keep them

selves perfectly clean at all times. Stewards must be neat, with their clothes as clean

T JOHN COLLEGE 200999

as them selves. Hair must be kept tidy and well under control either shirt or tied back.

Shoes must be perfectly clean. Uniforms must be clean and pressed. Take a spare shirt

for work in case shirt gets dirt. Do not apply heavy makeup and keep jewelry to a

minimum. Never lean or slouch, but always stand, move alert and confidently. Even if

there is nothing you can do directly to serve a customer, always do some thing

constructive, cleaning, tidying and preparing for customer to come. The stewards

department indicates to the customer the efficiency of the business. Those scenes can

help the steward to keep their calls by taking care to present the food properly.

PUNCTUALITY AND RELIABILITY

Service to customer cannot be delayed if you are not there on, time, you force some

one to do your work for you.

The work will not wait make sue that you arrive before your shift begins so that you

have plenty of time to prepare. Never let your colleagues down by failing to appear

for the work. If it is absolutely impossible for you to get to work sure that you give as

much warning as humanly possible.

HONESTY

Steward’s deal with money and work in a team with colleagues. He must be

completely honest in spite of temptation. If you steal or cheat you will sooner or later

be found out and your carrier as a waiter will be finished, even if you are lucky

enough not be prosecuted.

LOYALTY AND TEAM WORK

Never complain about those who work with in front of your customer. The waiter

professional duty is to make sure that customer leaves satisfied that they have had

T JOHN COLLEGE 2009100

value for money. If you have complaints take them to your superior directly.

Remember too that the steward is part of a team. So be prepared to help your

colleagues out.

ABILITY TO SELL

Stewards are sales person as selling effectively can make all the differences

between the success or failure of a business. They must be enthusiastic about what

they have to sell and be prepared to et to know their product.

CO-ORDINATION WITH OTHER DEPARTMENTS

F & B (PRODUCTION) DEPARTMENT

In a service outlet the F&B production is the most important department as

items prepared or dressed here are the one of the service personnel sells in the

planning of the any restaurant. The menu is what comes to our mind first. The taste

buds are tickled depending upon this department. Being the second most important

revenue earner next to rooms. Great care is taken and planning goes to the department

of the final menu which turn is understood, tasted, felt by the service personnel.

THE BAR OR SERVICE BAR

They come in contact with the restaurant and room service is selling alcoholic

beverages as well as canned juice, aerated water and tobacco.

ACCOUNTS

The cashier recover all cash and credit payments made for food and beverage

sale in a restaurant and other F&B outlet.

T JOHN COLLEGE 2009101

HOUSEKEEPING

This department is responsible for the cleanliness, maintenance and the aesthetic

standards of the hotel. A waiter should know that the house keeping department is the

source for staff uniforms, restaurant linen and flowers.

ENGINEERING AND MAINTENANCE

This department is responsible for the supply of air-conditioning, heating,

lighting, mechanical and electrical functioning of any service equipment in the

restaurant.

FRONT OFFICE

This is the central point where all checks or bills of hotel guests are collected

and then recorded in their overall bill. The front office keeps a record of all guests

residing in the hotel if a resident wishes to sign his bill The waiter may contact this

department for conformation of the guest name and room number.

STORES

The source from which a waiter can get supply of proprietary sauce, order pads,

pencils, bottle openers or any other supplies.

PERSONNEL DEPARTMENT

All requirements of staff employments and dismissals are dealt with them in

connection with the concerned H.O.D. They are also in-charge of staff welfare.

Cafeteria and lockers leave applications and they also process identity cards.

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SECURITY

This department handles the safety aspect of the hotel. They are required to

conduct safety bills, first aid bills and fire precautions. They are look in to vehicle

parking and are in close contact with local police for known criminals, anti social

elements etc. Service personnel may have some use of them in case they have to exit

unruly persons, drunkards etc.

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FOOD AND BEVERAGE PRODUCTION

T JOHN COLLEGE 2009104

FOOD AND BEVERAGE PRODUCTION

DEPARTMENT

The food and beverage production department contributes, a major share of

the management’s total revenue. This is one of the most important departments in

hotel. It is a place where food is preserved. The major function of this department the

preparation of food and beverage for various services outlets, and for the guests in the

room. With out this department proper functioning of the hotel’s food and beverage

out lets is not possible. The executive chef controls the kitchen. The kitchen

stewarding department looks after the cleanliness of the kitchen. They are in charge of

the cleaning the kitchen floor, equipment, cooking utensils, and staff cafeteria.

Food and beverages production department is concerned with the production of

quality food. The size, type, requirements, method of preparation of food, methods of

preparation etc. of a food and beverage production department varies according to the

type of hotel.

The food and beverage production is another core area wherein all the production of

food takes place. It is this department that shows the guest that they can prepare

qualitative and tasty food. The executive chef, who in all his skillfulness guides the

entire department of kitchen, usually heads this department. The staffs here are

required to be extremely hardworking and very skillful, because it is their work that

would reflect on the standards of the establishment. When we speak about the revenue

generation, it is this department that helps the outlets make money and thus bringing

in the income and profits required. Nevertheless, both the accommodations and the

Food and Beverage go hand-in-hand.

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Although both these departments of food and beverage go together, there are certain

factors that keep them apart. However we always know that either of these

departments are simply indispensable and without the both of them, a hotel cannot run

its operations.

Thus keeping in mind, the factors that decide the operations of these departments, we

could discuss the vitality of this department and the role it plays in producing food

and ultimately resulting in guest satisfaction.

In the forthcoming sub-division, we can clearly see the procedures and techniques

needed for the operation of this department.

Eating habits of man have changed right from Stone Age to the modern age. In

ancient days man used to take his meals amount home, where as today people are

required to spend most of their time in office and other establishments. This has

created a relative storage of domestic help and working amount home easily. The size

of homes also become also becomes smaller and this has created demand for

entertaining outside. This demand provided an impetuous to catering establishment to

extend their service and provide package deals in the form of complete arrangement

for partied festivals and the like. In order to fulfill such needs of people each catering

establishment should have a well managed, well arranged and well equipped with

both men and material kitchen.

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KITCHEN STAFF ORGANISATION

EXECUTIVE CHEF

SOUS CHEF

CHEF DE’PARTIES

COMMIS I

COMMIS II

COMMIS III

KITCHEN STAFF ORGANISATION

Depending on the size of the food and beverage operation. The kitchen may employ

several chefs and cooks, each of whom has a particular responsibility or

specialty, for example different chefs may be responsible for salads and baked goods

while various cook are responsible for roasting and frying.

As the higher authority in the kitchen, the executive chef is the general manager of the

food production staff, as front line supervisors. The assistant chefs are responsible for

T JOHN COLLEGE 2009107

ensuring that the cook follows the chef recipes precisely and the kitchen function

efficiently.

Stewards are employed to manage the store room they are responsible for filling food

requisition and dispensing ingredients required by the cook to prepare recipes.

Depending on the type of food and beverage operation, the food production staff

might consist of some or all of the following staff members.

THE EXECUTIVE CHEF

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

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

executive chef, must be both maser cook and an efficient manager therefore, is

usually a person of consideration training and experience.

In a large the executive chef in charge of all the kitchens. He or she also the overall

responsibility for the practices of the hotel chain or franchise. The executive chef

plans menus, meets with other managers and staff head and coordinates all kitchen

operating.

The executive chef has the following duties:

Supervising the kitchen staff, hiring new employs and scheduling work shifts. Co-

ordaining, assigning all duties to employees of the kitchen, including assistant or

Specialty chef’s cooks and stewards:

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Devising, monitoring and supervising food production methods to ensure compliance

with hotel’s standards and specification. Planning menus and recipes, monitoring food

costs and implementing cost controls.

The executive chef’s may also be required to purchase foodstuffs, beverages and

supplies or if the hotel has a full time buyer, to direct purchasing function. The chef

may also oversee the receiving, inspecting and quality control of foodstuffs and

implements.

In addition to these varied management responsibilities, the executive chef must also

perform the duties of a master cook. In charge of food and beverage operation, the

executive chef supervise various assistant chefs, including ones who specializes in

baked goods, salads and so forth and may be responsible for banquets food and

beverage services well. The head chef might refer to anyone who is in charge a

restaurant kitchen and who supervises a staff of professional cook. In a larger hotel

with two or more kitchen and executive chef might preside over the production staff

and different head chefs might manage each kitchen.

In a small food and beverage operations, a working chef supervises a staff of cooks

who share various food preparation responsibilities. A working chef only manages the

kitchen, but also handles the preparation of soups, entrees, sauces and special dishes.

SOUS CHEF

Sous chef is the assistant of the executive chef. His main function is to see the day-to-

day work efficiency. The sous chef has to supervise the practical activities of the

T JOHN COLLEGE 2009109

kitchen. In the absence of executive chef if the kitchen is busy, sous chef has to

motivate the chefs. It is the sous chef’s job to be called on the order and supervises the

services. In a large hotel there are a number of sous chefs allocated for each section of

the kitchen.

CHEF DE PARTIES

There are many chef de parties in the kitchen, allocated in every section of the kitchen

like bakery, grilled room, butchery etc. they are actual persons who do the cooking

and cleaning works. They have to produce the order called by the sous

Chefs. They have to work in regular shifts.

COMMIS

Commis, assist the chef de partie in mis-en-place, cleaning, washing and trimming,

commis 1st 2nd and 3rd are graded, commis A grade, B grade and C grade respectively.

OTHER KITCHEN STAFF

The larger the more likely that each function will be handled by a different specialty

cook. The following areas of specialization are traditional in classical restaurant.

A saucer or sauce cook is responsible for preparing sea food-sautéed dishes, stews

hors ’d oeuvres (appetizer), hot entrees and sauces. If the kitchen does not empty a

sous chef, saucer is the second in command to the head chef. A pastries or pastry cook

is responsible for preparing all basic deserts, including hot and frozen desserts and

pastries.

T JOHN COLLEGE 2009110

A extremities or vegetable cook, is responsible for preparing soups, vegetables, pasta

and food made of flour, eggs and cheese such as quiche.

A garde-manager or pantry cook, prepares raw meat and fish, cold hors d’oeuvres

and other cold items such as salads, dressing and sandwiches. A rotisseries or roast

cook has the responsibility of roasting items in the oven and on the spit as well as well

preparing deep fried foods, baked dishes and gravies.

SUPPORTING STAFFS

Besides personal responsible for food preparation, other members of the kitchen staff

include stewards, dishwashers and pot washers. A steward or storeroom supervisor is

responsible for requisitions, controlling inventory and keep record of foodstuffs and

restaurant supplies. In some food and beverage operations, the steward is also in

charge of kitchen sanitation and maintenance. One or more storeroom keepers might

assist the steward. In a larger food and average operation, separate stewards or

storeroom keepers might be employed for food supplies.

Dishwashers have the responsibility for washing chinaware, glassware and silver

ware, pots and pans handled by pot washers. If alternated dishwashing equipment is

used, the dishwashers and pot washers are responsible for loading and operating the

machines, sorting silverware and stacking dishes and pans.

KITCHEN DESIGN AND WORK FLOW

A well designed kitchen allows for efficient work flow usually traffic to and from the

kitchen is controlled by two doors, each door is one-way, so that people entering

T JOHN COLLEGE 2009111

kitchen from the dining room do not run the risk of colliding with food servers

carrying trays from the kitchen to the dining room. The area where salads and desserts

are prepared from the cooking equipment by a table where meals are placed when

they are ready to be served.

STANDARD RECEPIES

Standard recipes will be used in the preparation of all food in which more than one

ingredient is used. The practice will ensure that the customers will receive uniformly

high quality products and that the coasted standards of the good operations are met.

PORTION CONTROL

The number of portions served at each meal is recorded. So as the menu planner can

know which food item are the most popular and the chef can preplan the exact amount

of the food to be produced.

SOME POINTS TO BE NOTED IN FOOD PRODUCTION ARE

1. Standardized recipes should be followed.

2. Requesting should be in accordance with the need.

3. No staff meals should be taken in kitchen.

4. Kitchen consumption register should be maintained.

5. Overproduction and underproduction should be avoided, leftovers should be

recycled.

6. Chefs should check the items received in the kitchen and there should be

proper co-ordination between chef and controller.

T JOHN COLLEGE 2009112

7. Proper record of transfer house entertainments, check executive meals and

staff meals should be kept.

8. Right equipment should be used.

FORMS AND FORMATS USED:

1. INTEND BOOK : This format is made to get the raw material issued from the

store. It has details like items, quantity, rate etc. this is made in duplicate first copy

goes to the stores and the second is a book copy.

2. KITCHEN SUMMARY SHEET: when the kitchen supplies the food items

on the basis of KOT no name and items etc. the summary is sent to the control

department at the end of the day where it is compared with the restaurant summary

sheet to know whether the bills were prepared for the supplies made by the kitchen.

3. KOT : The steward given the order placed by the guest on the KOT. It is put

in a box, which is locked. The control department next morning removes this box to

compare the KOT’s with the kitchen summary.

FOOD HYGIENE – PERSONAL REQUIREMENTS

1. All parts of the person liable to come into contact with food must be kept as

clean as possible.

2. All clothing must be kept as clean as possible.

3. All cuts and abrasions must be covered with waterproof dressing.

4. Spitting is forbidden.

5. Smoking is forbidden in a food room or where there is food.

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6. As soon as a person is aware that he is suffering from or is a carrier of such

infections as typhoid, para-typhoid, dysentery etc., he must notify his employer, who

must notify the medical office of health.

PERSONAL HYGIENE

Germs or bacteria are to be found in and on the body and they can be transferred onto

anything with which the body comes in contact, personal cleanliness is essential to

prevent germs getting onto food.

1. Bathing is essential everyday.

2. Hands must be thoroughly washed thoroughly and frequently before and

after handling the food.

3. Fingernails should be always trimmed regularly and kept covered where food

is being handled.

4. Hands should be washed regularly and kept covered where the food is being

handled.

5. The nose should not be touched when the food is being handled.

6. Mouth or lips should not be touched with hands or utensils while preparing

food.

7. As food handlers are standing for may hours care of the feet is important.

8. The maintenance of good health is essential to prevent the introduction of

germs into the kitchen.

CO-ORDINATION WITH OTHER DEPARTMENTS

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1. Kitchen stewarding department

This section is responsible for the washing of dirt vessels used for cooking.

And maintaining the cleanliness of the kitchen. Kitchen stewarding is also responsible

for keeping a par stock of certain kitchen tools.

2. House Keeping department

This section looks after the laundering and supplying fresh clean uniforms everyday

to kitchen staff. The housekeeping department is also responsible for the supply of

fresh dusters for the use in kitchen.

3. Front Office department

The front office department is rested with the responsibility for taking care of

group arrivals for their special food requirement of room guest if any.

4. Maintenance Department

This department is responsible for the smooth and efficient running of all

electrical and maintenance appliances of providing proper plumbing facilities beside

checking for fused bulbs, functioning of exhaust and fresh air blows in the kitchen.

5. Store Organization

Wherever the premises are and whatever the class of patron, certain

fundamentals are observed in the running of restaurant, tea-rooms and the like in this

class of business, owing to the perishable nature of the staff, partially the complete is

accomplished in one day. Raw materials are purchased in the morning , converted to

preparation and cooking into salable articles at lunch time and tea time for any

evening trade, then the taking art are place in the night safe as of the bank.

6. Accounts Department

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Success in the industry depends upon the keeping of the close watch on

the food cost, which represents the larger percentage of costs. The accounts food cost,

which represents the largest percentage of cost. The account department looks after

the tallying of the food cost against the food sale and to control kitchen costs and

update the chef on the day to day costs and sales of various food and beverage outlets.

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FOOD AND BEVERAGE SERVICE

1. PROBLEM

No enough stock of water goblet. Due to this, when the restaurant is very

busy there use to be shortage of water goblet.

SOLUTION:

Keep enough number of water goblets ready at the pantry and try

recycling them as fast as possible.

2. PROBLEM

There is shortage of staff at the room service department. Due to this the

food is delayed, and lot of workload is beard by few people this result in

bringing down the spirit of the service.

SOLUTION:

Appoint sufficient staff in the room service department.

3. PROBLEM

The banquet staff fall in providing a standardized service and fail to

interact with the guest. Their communication skills are very poor.

SOLUTION:

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The banquet staff should be very well trained to acquire basic service

skill and also communication skill, while recruiting them.

4. PROBLEM:

The strength of the work force of the service department does not suit the

work requirement. The service staffs are overloaded with work .the

result in work tension and bring down the spirit of staff.

SOLUTION:

The staff at the restaurant should be enlarged developing upon the

situational requirement and the food and beverage manager should try to

increase their moral.

5. PROBLEM

The uniform of the waiters are not presentable it is stained badly and

they haven’t been designed properly.

SOLUTION:

The uniform should be dry cleaned properly. Changed the design or

appoint a suitable designer to design the dress pattern.

6. PROBLEM The waiters do not do mis-en place properly.

SOLUTION :The captains should ensure that the waiters are doing the mis en place properly

7. PROBLEM The room service waiters do not do clearance properly.

SOLUTION :The room service captains should ensure that clearance is done properly or

not.

8. PROBLEM

Lack of briefing makes the staff not responsible in their works.

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SOLUTION : Briefing should be done in order to avoid confusion.

FOOD AND BEVERAGE PRODUCTION

1. PROBLEM

No proper presentation of KOTs from the service staff.

SOLUTION

KOT should be taken before giving the food by the kitchens staff. Order

should not be carried out on verbal promises of giving KOTs after some time,

because food cost may go if they forget about this during busy periods.

2. PROBLEM

The food was prepared in advance and kept ready, but the service staff picked

it up late. Hence the foods had become worm and not hot enough when the

guest came for dinner. The snacks and the Indian breads very also cold when

the host had his dinner.

SOLUTION

Electrically heated hot cases were brought and prepared food (except Indian

breads) was kept in that till service time

3. PROBLEM

The dish washing area is situated in the midst of the kitchen. This increases

chances of cross contamination.

SOLUTION

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The dish washing area should be located separately to avoid cross

contamination.

4. PROBLEM

Any kitchen equipment, which breaks down are not repaired

immediately.

SOLUTION:

The maintenance department should take immediate action on fixing the

equipment so that the kitchen activities can function smoothly.

5. PROBLEM

There is no training and guidance given to the kitchen.

SOLUTION:

A training schedule should be made for all kitchen trainees.

6. PROBLEM

The bakers are too small because the equipment’s are not arranged properly so

there is too much wastage of space.

SOLUTION – The executive chief should arrange for the space in bakery by

shifting the unwanted things from there and making it more spacious

7. PROBLEM

The exhaust is the kitchen is not working properly.

SOLUTION – The chef should make necessary arrangement with the

engineering department for the working of exhaust system

8. PROBLEM

There is one hot case rack.

SOLUTION – One more hot rack could be laid as whenever it is busy the

racks gets crowded. So for solving this problem an additional one could be

provided.

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FRONT OFFICE

1. PROBLEM

The front office staff appointed at the reception are not well qualified so

they take a long time getting used to the front office operation at

reception and puts extra burden on the experienced staff.

SOLUTION:

The personal department should select a qualified person for the job.

2. PROBLEM

The bell desk has less staff. So the guests have to wait for the luggage to

come up to their rooms especially there is several check in and check

out.

SOLUTION:

There should be at least three to four boys per shift. So they should

strengthen the desk staff at times when there a lot of check in or check

out so the bell captain should prepare the duty roster accordingly.

3. PROBLEM

The staff takes illegal advantage of Xerox machine at business centre.

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SOLUTION:

A register should be maintained at the business centre to record the

number of copies used by the guest and also for the official purposes and

keep a track of sheets taken from the store.

4. PROBLEM

In case of foreign guest especially from France, China, etc. the staff find

it difficult to communicate with the guest.

SOLUTION:

For this problem the hotel should appoint one staff who can understand

most of the foreign languages.

5. PROBLEM

The printer at the reception is old and was not operating properly due to

this the printing of the dinner coupons, occupancy report and various

other reports used to take a long time.

SOLUTION:

Make sure the printer is working properly or replace the printer with

another one and the maintenance department should check it once in a

week to make sure that it is functioning properly.

6. PROBLEM

There is one hot case rack.

SOLUTION:

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One more hot rack could be laid as whenever it is busy the racks gets

crowded. So for solving this problem an additional one could be

provided.

7.PROBLEM

The Minibar consumption of the guest has to be found out by the cashier

(from room service) and charge the guest accordingly at the time of

settlement. On a particular day the cashier did not do so and the guest

was not charged for the mini-bar consumption. By the time the cashier

realized this, the guest had checked out of the hotel

SOLUTION:

The front office staff must inform room service well in advance about

the expected departures, so that the room service staff checks the

consumption and inform the front office immediately. A copy of

expected departures was given to room service very well in advance and

the cashier was instructed to be in constant contact with the room service

during checkouts

8 PROBLEM

If the guest is asking anything about hotel or any other information, the

trainee students who are working in the information section are not able

to answer. There is no senior staff in this section.

SOLUTION:

The front office Manager should appoint a senior staff in the information

section to help the guest. And the trainees should not be allowed.

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THE HOUSE KEEPING DEPARTMENT

1. PROBLEM

The proper utilization of the housekeeping pantry.

SOLUTION

It was observed that there were no proper storage facilities for linen and even

the room amenities like soap, shampoo etc are not stored properly in the

shelves but are all mixed up. Thus it is proposed that different shelves be used

for separate room amenities and they are stored in an organized manner.

Enough linen should also be stored on every floor as it is a waste of time

bringing the linen from the basement to different floors daily. Replacement of

stocks can be done on a weekly basis. This should be ensured by the floor

supervisor and should be checked by the executive housekeeper from time to

time.

2. PROBLEM

Misuse of linen by hotel staff

SOLUTION

One of the most common problems in this department is the pilferage of guest

amenities by the staff. Some of the items that disappear are soaps, shampoo,

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shaving sets, combs etc. When need arises, it should be seen that there is

enough stock of these items. A strict watch should be kept on the guest

amenities being supplied by the executive housekeeper to the respective floor

supervisor. The executive housekeeper should keep a strict watch on the staff

especially the house keeping staff from using guest amenities.

3. PROBLEM

Clearing and maintenance standard not being adhered to for a guest his room

is his primary and most personal requirement and if he does not receive it in a

clean condition then he is not going to visit your hotel any more.

It has been observed that in a hotel the cleaning standards were not maintained

and there were many guest complaints regarding this. Moreover there was

always delay in cleaning of rooms. The hotel has approximately 17 rooms per

floor including single, double and suite rooms. And there were toe room boys

handling each floor, but there was a delay in cleaning and clearing the rooms.

SOLUTION

The hotel has a wide patronage of clients and hence it should see it that they

are able to live up to the standard expectation of the clients. This is very

important to keep up the standards, close supervision is very necessary. The

supervisors should see to it that every nook and corner and all dusty areas are

cleaned effectively. The hotel should also purchase modern electrical

equipment’s such as carpet shampooing,

4. PROBLEM

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Things like chef caps, aprons, gumboots, gloves etc are found

not available in housekeeping which causes in convince to staff

vacuum cleaners which not only reduce work load but also in

maintaining standards.

SOLUTION

The uniform room supervisor should check the inventory of the

above-mentioned things and incident for them when they are

finished.

5. PROBLEM

Considering the number of check in and checkouts the house

men find it very difficult to cope up in cleaning the departure

room as they are less in number thus delaying the cleaning.

SOLUTION

The number of houseman in a shift should be increased in

order to have the departure rooms cleaned early and have it

ready for sale.

6. PROBLEM

The curtains in certain rooms are not long enough to stop light from entering

the room. A guest, who was tired after a long journey, could not sleep because

of the light entering the room.

SOLUTION

when the guest left his room for some work the next day, the morning shift

room-boy changed the curtains.

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7. PROBLEM

The granite and Italian marble flooring at the lobby were mopped during the

morning shift. A gust wearing high-healed sandals slipped and sprained her

ankle. It was a big complaint and the FOM was called.

SOLUTION

Signboards were used henceforth (Actually sign boards were available but the

staff didn’t use it)

8. PROBLEM

The staff is not adequate to handle the department

SOLUTION

The hotel must recruit more skilled personnel to simplify the present job

conditions. Giving more attractive remuneration to the staff could do this

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CONCLUSION

Hotel industry is a phenomenon growing and developing with a boom and has

become a major industry. This is one of the virtues of being the guestfortune earner

and an employment intensive industry. It is estimated that 60- 70% of money spent by

the tourists goes on boarding and lodging on an average.

The hotel industry is undergoing tremendous change with respect to

management, service, marketing, etc. The management is becoming totally

professional with innovative thinking in administration of hotel functions. The old

concept of providing, food and bed has not been changed. This is found on the basis

of all the major chains expanding in order that the hotel has its own distinctive

features, service, function to be able to offer extra privileges to the guest.

This project has been prepared, after a training of six months at the Mascot

Hotel Trivandrum. The project includes profiles of the hotel, and looks into details of

various departments. The project's objective is to understand all the operational

expenses of the hotel. The understanding has only been achieved after training in each

department.

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The Front Office department, which is the nerve center of the hotel, is the first

point of guest conversation with the hotel. It deals with the functions like reservation,

check in/checkout, cashier service, etc. The House Keeping dept. helps in cleaning

and maintenance of all the public and guest areas. The F & B dept. has been divided

into service and production. The service dept. takes care of banquets, room service

and the restaurants. This is one of the major revenue-earning departments of the hotel.

The production dept. controls the kitchen and supplies food to the guest as well as to

the staff.

Other than four major departments of the hotel, there are many ancillary

departments in the hotel, which coordinate with each other for the smooth functioning

of the hotel. They all have major roles to be played in everyday life of the hotel

operations.

Thus on the whole it can be said that the project has covered all the major and

functional points of the hotel.

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BIBLIOGRAPHY

1. PROFESSIONAL HOUSE KEEPING

2. TOURISM TODAY – MR. RATNADEEP SINGH

3. FRONT OFFICE MANUAL

4. SOUTH ASIAN HANDBOOK – MR. ROBERT BRADNOB.

5. HOTEL FOOD AND BEVERAGE SERVICE – DENNIS R. LILLCRAP

6. WWW. KTDC.COM

7. WWW.KERALATOURISM.COM

8. WWW.WEKIPEDIA.CO.IN

9. WWW.GOOGLE.COM

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