INDUSTRIAL TRAINING REPORT

JEHAN NUMA PALACE157, SHAMLA HILLS BHOPAL-13

MADHYA PRADESH

COMPILED BY:

JHAVENDRA BHATTRAI

2ND YEAR I.H.M. Bhopal

HOTEL OVERVIEW

The Jehan Numa Palace Hotel Bhopal lies nestled on the slopes

of Shamla Hills of Bhopal. Set in five acres of lush greenery and

splashes of colorful bougainvillea the Jehan Numa Palace Hotel

Bhopal makes for a delightful and charming get away.The Jehan

Numa Palace Hotel Bhopal is a superb example of a medley of

British Colonial, Italian Renaissance and Classical Greek

Architecture. The Jehan Numa Palace Hotel Bhopal has all of the

amenities, facilities and levels of comfort you would expect from a

hotel of this class, and maintains the meticulous standards

required by travel and tour operators worldwide. Suitable for

business and leisure travelers alike the Jehan Numa Palace Hotel

Bhopal successfully combines old-world service with 21st century

conveniences to make your stay truly comfortable and

memorable. For your reservation at the Jehan Numa Palace Hotel

Bhopal, simply submit your requested dates below and complete

our secure online booking form.

Distance Secretariat - 03 km

Distance Airport - 15 km

Distance Railway Station - 05 km

ROOM FACILITIES

Number of Rooms : 100

Air-Conditioning

Hair Dryer

Coffee / Tea Maker

Mini-Bar

Telephone

HOTEL FACILITIES

Conference Rooms

Room Service

Restaurant

LEISURE/SPORT FACILITIES

1. Swimming Pool

2. Tennis Court

3. Chakra - Spa

 BUSINESS CENTRE

The Business Centre offers private work areas for rental on an hourly or daily basis and a conference room to seat a maximum of five persons. It also provides a dedicated Technology Concierge around the clock, for broad-range technical support in setting up mobile communications and assistance with computers, peripherals and Internet connectivity.

Business Services Include:

A full range of office equipment and secretarial services Facsimile transmission Computing Photocopying Translation services Printing and parcel wrapping Courier services Internet access Laptops / desktop computers Secretarial services Open: 24 hours.

DINNING & ENTERTAINMENT

The Jehan Numa Palace features exciting restaurants and

lounges that are stylishly designed, contemporary in ambience

and serve innovative cuisine and beverages. All restaurants

feature innovative show kitchens and allow for an interactive

dining experience.

1. LA KUCHINA - The Mediterranean Restaurant

2. SHAHNAMA – Multicuisine Restaurant

3. UNDER THE MANGO TREE - Garden Bar-Be-Que

4. SHERGAR – Exclusive Heritage Bar

5. CAFECHINO – Café

6. ROOM SERVICE – Round The Clock

7. DARBAR HALL – Conference for 350-400

8. CONVENTION HALL – Conference for 30-100

9. SENATE HALL – Conference for 15-35

10. BOARD ROOM – Meeting for 10-12

11. LAWNS – Dinner for 100-800

HOUSE KEEPING

A hotel’s business depends on the guests. A Frequent guest

knows the difference between a good and mediocre hotel. To him

a hotel is both a home and a office which is visited many a times

in a year. In a competitive situation the guest will choose a hotel

in which he feels welcomed. He wants just more than wine and

dine. House keeping is the department that is perhaps

responsible to bring back the guest to the hotel again and again.

This is so because the guest wants personal recognition and

house keeping department has ample scope to pay attention to all

guests thus making them feel important.

Moreover, this is the department that is indirectly responsible for

earning the maximum revenue for the hotel because the rooms

sold by the front office are the rooms made by the house keeping.

Besides the guests rooms, house keeping has to look after all the

public areas, corporate offices, banquets, restaurants etc. and it is

not an easy task to keep the entire hotel sparkling thus justify the

motto “A hotel is a home away from the home.”

Hence house keeping department can be considered as the

backbone of hotel operations. In other words the housekeeping

department is the main force in keeping the hotel’s flag flying

high. As the hotel’s public areas are under the direct vision of the

guest, any failure on the part of the house keeping will have a

direct impact on the hotel’s business.

The house keeping department plays an important part in the

successful operation of a hotel. It is a branch of rooms division

department. It is considered under non-revenue producing

department but can be considered as a minor revenue producing

department when laundry is taken into account. The Front office

has to depend upon this department as unless & until

housekeeping clears the rooms (whether check-out, occupied or

vacant) the Front office department helps directly to achieve more

room sales.

As soon as the guest checks into the hotel, he expects the same

kind of atmosphere that he is used to back at home, if not better.

The sense of homeliness is provided by an efficient house

keeping department.

A major share of the hotel’s revenue is from the sale of the room

and it is the house keeping department that is instrumental in the

sale of a room and also providing world class service to the guest.

The department is also secret behind the sparkling floors, the

spice and span surfaces all that go into making “The Grand New

Delhi” a five star deluxe property.

DUTIES OF HOUSE KEEPING STAFF:

Executive Housekeeper

The Executive Housekeeper is in-charge of the House Keeping

Department of a Hotel. Her responsibility is for cleanliness, order

and public areas, employees, facilities, service corridors, linen

and uniform room. Her work is mainly administrative and based

on the management level. Her duties differ according to the size

of the Hotel.

HER DUTIES ARE AS FOLLOWS:

Planning and co-ordination of the work with her staff.

Supervision of her staff.

Recruiting new staff.

Training of staff.

Expected to take rounds and spot check.

Purchasing and selection of items such as furniture linen etc

are decided by her.

Annual housekeeping budget is prepared.

Maintains reports pertaining to the department.

Rooms for renovation, redecoration are taken only on her

authorization

Implementation of management policies.

Settles the disputes between her staff, if any.

Checks the rooms for VIP arrivals to make sure that everything

is up to mark.

Ensures co-ordination between house keeping and other

departments.

Plan, control and supervise horticulture requirements and

commitments.

Work closely with the General Manager on day-to-day

Housekeeping requirements.

Assistant Housekeeper

She acts as the Executive Housekeeper in the absence.

Maintenance of general cleanliness and attractive appearance

of the guestrooms and public areas.

Inspection of floors or any other areas as may be assigned.

Keeping the rooms ready in accordance to expected arrivals.

Inspection of vacant rooms and suites and other public areas

requiring attention.

The lost and found department comes directly under her

control.

Required to meet guest complaints and requests.

Allocation of work to the staff and scheduling the staff on the

floor.

Advising Executive Housekeeper for scheduling vacations and

duty roster for the housekeeping staff working under her.

Ensure staff works under discipline.

Ensure proper maintenance of housekeeping equipment’s.

Floor Supervisor

Assign duties to houseman.

Check maintenance of floor pantries.

Check that guest services on floors are carried out efficiently.

Maintaining a polite, dignified and ready to help attitude

towards guests.

Ensure that amenities for VIP are met with.

For every floor the supervisor should inspect all the completed

rooms and see to it that they meet the standards of the

establishment.

To release clean rooms and to get departure rooms from the

control done.

Maintains records of room status.

To check on guest supplies and cleaning supplies on the floors.

To settle any guest grievances.

Prepare room occupancy report.

Public Area Supervisor

Check all the public area against area checklist.

To remove furniture, curtains, and other fixtures which requires

repairs mending spotting and washing.

Maintain a regular and complete advance schedule program for

renovating public area after receiving finance concurrence of

Executive Housekeeper.

Prepare schedule for chandelier cleaning crew.

Prepare schedule for carpet shampoo crew.

Inspect staff turnout, train new recruits.

To submit performance appraisal of staff working under her.

Under taking daily roster of staff when required.

Room Attendant

Should attend the briefings before the start of the shift.

Should collect the respective sub master keys of the floors.

Check the supplies in the trolley.

Maintain a record of rooms he has serviced and the time taken.

Should not touch guest belongings.

Submit a list of D.N.D. and Double Lock rooms to the floor

supervisor.

Open the room for maintenance.

Linen Room Supervisor

Schedule linen room staff.

Check the condition of uniform and hotel linen.

Assign daily work to tailors.

Device an effective controls system to issue clean linen and

uniforms.

Co-ordinates with laundry for timely supply of uniform and

linen.

Ensure that all linen, uniforms, needing stitching, mending are

immediately attended before sending to laundry.

Ensure linen room is neat and clean.

Keep an inventory of all the hotel linen and the uniforms.

CONTROL DESK

The desk is the nerve center of the entire of the house keeping

department providing the communication and the coordination

between the various sections such as the maintenance, floors,

public areas etc. here that all the staff report for work and after

duty. It is also the point of contact between the guest and the

department by virtue of it, attending guest requests and

complaints.

THE DUTIES OF THE DESK COORDINATOR:

Taking over of the desk at the beginning at the duty entailing

the reading of the book, checking of the keys and pagers etc.

She checks up the staff available and prepares the duty

distribution in consultant with the DEPUTY HOUSE KEEPER.

She then prepares for the shift by greeting and briefing the

Duty Supervisor & Room Attendants. She distributes the keys,

pagers, occupancy slips and the roc suppliers to the floor

teams and to the public area team. Each time she takes CI the

key register is signed for the keys, swipe card, pagers and she

counter signs them.

Then she marks attendance and prepares the occupancy

status report for the Executive housekeeper. She leaves all the

register for verification by the housekeeper.

Attending to guest request and complaints and placing the

suppliers or the job orders

as required.

She also does the vital function of the Rooms Management

forwarding requests for rooms from the Front Office to the Floor

Supervisor and clearing rooms for sale as they are cleared by

Floor Supervisor.

She also coordinates the issuing, execution of the

maintenance, carpentry, polishing, painting, carpet

maintenance job required by allotting rooms for R/S (red slip)

and clearing as the jobs done.

LOST AND FOUND PROCEDURE

Any article that is left behind by a guest in the room is

considered as a lost and found article. The room attendants

hand it over to the desk.

Article is received by the desk supervisor and details entered in

the Lost and Found Register.

At the end of the day the article is handed over the security

department(Assistant Security Officer)

When the guest claims the article back the Assistant Security

Officer takes the particular article to the guest verifies the

ownership and hands over the article to the guest. This is

recorder in a Lost Property Record.

If however the article is very expensive such as jewelry, money,

electronic goods it is handed over to the General Manager’s

Office who now is the custodian for the article. He sends the

guest a note notifying the recovery QF the article and handles

the same procedure as started above.

The articles are kept with the hotel only for six months after

which they are given off to charity.

FILES AND REGISTER MAINTAINED

IN THE HOUSE KEEPING

DEPARTMENT

DAILY DUTY REPORT AND KEY REGISTERS

These are maintained for the supervisors, floors attendants,

public area attendants, mini bar and uniform room. It records the

name, area, time in and out, key number issued, returned to and

received by. It is to keep a security check on keys.

ROOM OCCUPANCY REPORT

This is a record of the status of the rooms and the report of each

of the floor is regularly filled up in the morning duty and the late

duty file.

HOUSE KEEPER CHECKLIST FILE

The checklist of the various floor supervisors is also filed up for

further reference.

GUEST CALL REGISTER

This register is maintained for the services asked by the guests as

well as for the maintenance defects.

DND REGISTER

It is maintained for all the floors. It states the room number,

duration of DND, whether VIP, crew or normal guest and the

instruction from the lobby.

PUBLIC AREA REGISTER

It contains the schedule of the areas to be cleaned on the periodic

basis.

DAY LOG REGISTER

It conveys the message to the supervisors for the next shift about

DND, extra items, layovers, check-outs, items removed,

discrepancy and pending maintenance.

NIGHT LOG REGISTER

It register the staff on the night duty, leave, absentees, staff

placements, check-outs, crew rooms cleared, public area cleaning

details and messages to morning shifts supervisors.

ROOM SUPPLIERS

The desk is responsible for the Intending, Storing, of the suppliers

placed in the guestroom.

PROCEDURE

Indent placed every week and collected on the Wednesday of

every week according the requirements.

Intend received and stored in the central distribution cupboard

in the desk cabin to rest being stored in the fifth floor pantry.

At beginning of each shift the suppliers are distributed to the

various floors according to needs. (Entry being made in the

register).

At the end of the shift the unused supplies are received and

store back in the cupboard.

LOAN OF SUPPLIES:

There are certain supplies that are not usually placed in the room

but are loaned to the guest on request. They might even be sold

to the guest if required.

Some of these supplies are:

Soap suds

Shaving Kit

Iron

Ironing board

Hair dryer

Multi pin plug

Extension cord

The linen department is an important subdivision of the

housekeeping department performing the functions of making,

distributing, maintaining, and controlling of the all including the

staff uniforms, F& B linen, room linen. It is divided into:

1.Linen Room

2.Uniform Room

LINEN ROOM

LOCATION: Lower Lobby

TIMING : 0700hrs-1900hrs

CONSISTS: Exchange Counter, Vertical Hanger Bars (15

Nos.), and 1

Tailor’s cabin and 6 Steel Racks for F&B Linen.

STAFFING:

Deputy Housekeeper (Linen)

Linen Attendants (4) Tailor (1)

FUNCTIONS:

Making an issuing of linen

Collection of soiled linen

Sending linen to laundry

Receiving from laundry and storing

Distribution of linen as per daily requirements

Maintenance of linen

Maintain linen inventory

Proper recycling linen

UNIFORMS ROOM

The uniforms are made and issued to all the employees with the

rest of casual labour and trainees using the standard spare

maintained.

The uniforms are tagged according to the employees token

number all employees are provided with 3 sets issued every year.

The uniforms are issued at the beginning of shifts and received in

the linen trolleys at the end of the shifts. They are then sorted and

sent to the laundry. The laundry sends them back and they are

stored according to the type such as all chef coats together, all

manager’s shirts together.

FUNCTIONS

Making an issuing of uniforms

Collection of uniforms

Sending uniforms to laundry

Receiving from laundry and storing

Distribution of uniforms as per daily requirements

Repairing the torn uniforms

Register Maintained:

Staff Uniforms Register, Floor Linen Register, Store Requisition

Book/Purchase Requisition Book, Condemned Uniforms Register,

Returnable, Non-Returnable Gate Pass book.

FLOWER ROOM

The flower room is located in basement. It is run by four people a

Flower room manager and three attendants. The Flower room

works in co-ordination with the Flower Shop located in the lobby,

which has two attendants.

The flower rooms provides the flower arrangement in following

places:

Banquets

Guest rooms

Lobby

Decoration in corridors

Restaurants

Room service

Conference halls

Managerial offices

In the flower room displays for the guest rooms and preparation of

bud vases is done. While cleaning the room the room attendant

places the bud vases in service area. The flower room attendant

collects all these vases and places fresh ones in its place.

It is the responsibility of the florist to prepare the flower displays

for the special occasions like New Year, Christmas and also for

the arrival of the V.I.P’s.

FLOORS

There are total of 100 guest rooms in the hotel. The rooms are

distributed on six floors. Every floor is having smoking or non-

smoking zone. Each floor is divided into wings A, B, C and AB.

The Hotel is in the ‘F’ Shape.

Rooms can be categorized as follows:

PATIO

REGAL

PALACE

IMPERIAL

SUITE

HERITAGE SUITE

ROOM ATTENDANTS WORK

PROCEDURE:

Reports to work signs and receives master keys, swipe card,

pager, occupancy list and suppliers.

Takes over the pantry and sets the trolley as follows:

1 Garbage bag

1 Cleaning kit(cleaning agents ,kettle brushes, mug, scotch

brite)

dusters (1 blue dusting cloth,2 red dusters for bathroom,2

white duster for glass,2 brown for drinking glasses, 4 turkey

dusters)

All supplies(5 sets)

Room linen(single & double sheets, pillow covers, towels,

Duvet Cover)

Then he starts with rooms according to the occupancy slip

giving preference in the order of:

Guest call

Blocked rooms

Occupied rooms

Vacant rooms

Room cleaning procedure:

Ring bell, wait for an answer and ring again to ensure guest is

not there or for guest to answer.

Open room using key/swipe card, hang the Clean My Room

Card on the knob, leave room oven with doorstopper.

Draw curtains.

Check for laundry, service trays and lost and found.

Check if all lights and fitting are working, if not call desk and

issue job order.

Remove all soiled linen and take to pantry, throw down the

chute.

Clean bathroom.

Make bed.

Dust all surfaces.

Brasso if required.

Carry out cleaningful schedule for the day such as cleaning of

catwalks, wall marks etc.

Vacuum carpet.

Wipe the floor (non-carpeted), spray air freshener.

Check for all amenities.

Remove tag; switch off light, close room.

BED MAKING PROCEDURE :

1. Pullout all soiled linens bed sheets 2 pillow covers.

2. Spread bed sheet.

3. Spread Duvet cover on Duvet.

4. Place Duvet cover and make evening food if necessary

otherwise Duvet must be pulled tightly under the mattress.

5. Put the pillowslips for pillows and place the pillow in its

respective position.

BATHROOM CLEANING PROCEDURE:

Sprinkle WC cleaning liquid in the bowl and cleaning in the

bathtub and wash basin.

Remove used supplies and replenish.

Scrubs wash basin, wash and wipe dry.

Wash and wipe dry.

Scrub wash bowl, seat, tank, flush, wash seat and wipe.

Spray glass-cleaning solution on mirrors and polish.

Wash floor and wipe dry.

Spray room freshener.

Room checking procedure:

As and when the room boys finish with each room the

Housekeeper checks them. Any damage or malfunctioning of

equipment is reported to the desk from where job order is issued

to maintenance.

1. Curtains are drawn aside to make the room well lit.

2. The bathroom is first checked.

3. The floor is checked to see if it is spotlessly clean.

4. The number of linen and supplies are checked.

5. The telephone and the hair dryer are also checked.

6. Dustbin and mug are checked for cleanliness.

Next the room is checked for

The number of valet and laundry bags in the wardrobe is

checked.

DND and make up card should be there.

The required number of hangers is provided.

The water should be changed and the glasses.

Fridge and its contents are checked.

The TV, Music channels and telephones are checked.

Area under luggage rack and dressing table is checked for

dust.

Lamp shades, coffee table, the windowsill should be clean.

The curtains are drawn and the lights switched off and the door

closed.

The Floor Supervisors fill the checklists of all floors and given to

the Executive housekeeper for inspection, The housekeeper

makes entries in the logbook so as to pass on information of any

task to be taken care of, to the housekeeper in the next shift.

PUBLIC AREAS

The upkeep maintenance of the public areas is also of as much

importance as that of the guestroom. It areas such as lobby, lifts,

banquet areas, restaurants etc.

The public area maintenance is supervised by The Public Area

Housekeeper under whom the public area attendants’ work

supervises the public area maintenance. She allots the duties at

the beginning of each shift at the desk from where the attendants

collect their keys and linen.

THE PUBLIC AREA CLEANING ENTAILS THE

FOLLOWING ACTIVITES:

Re-arranging of furniture to its original positions each times it is

noticed to out of place.

Shining of the brass items so that the brass does not look dull.

Mechanical cleaning of the carpets during slack hours and

rushing them down as and when found dirty.

Frequent sweeping mopping and polishing of the open floor

area. It is important that the attendant cleaning does not come

in the way of the guests.

Frequent cleaning of the approach to the entrance.

Generally with the increase of activities on function halls these

areas gets more crowded and the likelihood of elevators,

Entrance door glasses getting dirty due to finger marks. This

has to be frequently wiped.

Periodic cleaning of standing and table ashtrays.

BANQUET HALL AND RESTAURANTS

The cleaning of these areas is scheduled as per their actual

functioning and the decision reached by the management at their

opening and closing times.

Generally the restaurants are cleaned twice once in the evening

break hours and once in the night after closing time.

The coffee shop alone being a 24-hrs outlet is cleaned during the

lean hours.

The banquet halls are cleaned based on the requirement priority

as requested by the F&B personnel.

CO-ORDINATION OF

HOUSEKEEPING WITH OTHER

DEPARTMENTS:

During the course of work, the House Keeper comes in

contact with the staff responsible for the other parts of the

establishment and for smooth running of the hotel. There must

be clear inter- departmental co-ordination. The other departmental

with which the House Keeping department, co-ordinates are as

follows:

1. Front Office

Co-operation here is particularly necessary because the work of

the two departments is very closely aligned. The Housekeeper

gets the departure rooms from the reception and in turn clears the

ready rooms to reception. To know the exact status of the all the

rooms and for the better running of the hotel, co-ordination

between reception and housekeeping is vital. Checks out rooms

are checked b HK and bellboys.

2. Maintenance

In the course of a day, the Housekeeper finds many job orders

requiring attention, such as leaking taps, W.C. not working

properly, faulty electric plug, A/C not working and so on. She

should report these faults to the maintenance department as earl

as possible. If a good relationship exists between the two,

notification of urgent repairs will he meet with immediately.

3. Restaurants

Co-operation here is mainly concerned with exchange of linen for

which a specific time is allotted to each outlet. Cleanliness of the

restaurant is also one of the responsibilities of the Housekeeping

department. Maintenance work is also handled by H.K.

4. Kitchen

Co-operation here is mainly in the form of staff uniforms, dusters

etc. A good relationship with the chef is to be maintained, as it is

an important aspect of staff welfare.

5. Security

Co-operation here is mainly concerned with prevention of fire and

theft and the safe keeping of keys and property of the hotel. There

are as many security hazards on the floors that liaison is

particularly important and the Housekeeper co-operation by

endeavoring to see that her staff are aware of them.

6. Purchase

Co-operation is particularly important here since the Housekeeper

has to contact the purchase department for buying the items

required by her department.

7. Personnel

All the staff comes under personnel department. The progress of

each staff is taken note by the personnel department. Personnel

department does appraisal of staff. Personnel department

organizes training programmes. Staff welfare is also taken care of

8. Accounts

The staff contacts the Accounts Department for their salary,

bonus, PF etc.

FRONT OFFICE

ROLES & RESPONSIBILITIES OF THE

DEPARTMENT

The Front Office could be called the control Centre of Room

Division, providing 24 hours attention towards the handling and

service of all guest requirements and needs.

The front office employees play a vital role in the creation of a

positive first and final impression, and the establishment of an on-

going rapport of guest, In addition the Front Office employees are

influential in shaping the city’s perception and judgement of the

hotel through contact with restaurant patrons and visitors to the

hotel.

All Front Office employees are responsible for ensuring that the

standards expected of the hotel are attained.

The impression created must be one of quick and efficient service

by friendly, courteous, informative and helpful employees.

Our guest must have feeling that they are being taken care of by

people who are genuinely interested in their well being.

In order to achieve this goal, it is imperative that all Front Office

employees develop a strong and positive working relationship

with all other departments.

It is the individual responsibility of each and every employee to

foster a close understanding of the roles of their colleagues in

their departments and to develop an empathy with the problems

that they may be encountering.

All employees must have a full knowledge of all hotel facilities and

services, as well as being fully conversant with all aspect of the

city/area and its attractions to ensure that all questions can be

answered immediately.

All Front Office employees must be fully trained in their job

functions to ensure they are able to handle any situation that may

arise in a responsible and professional manner.

JOB DESCRIPTION

POSITION TITLE: Front Office Manager

RESPONSIBLE TO: Resident Manager/General Manager

PURPOSE OF JOB: To direct and co-ordinate the Activities of

the Front Operation (Front Desk, Reservation, Bell Staff, .B.A.X.

Information) to provide Efficient service to guest

RESPONSIBILITIES:

To ensure that all service standards as specified by the

management are implemented.

To ensure all staff under his control, it properly deployed and

utilized.

To ensure that all budget/targeted sales and occupancies

are achieved and the expenditure is controlled to maximize

profitability.

To ensure that all forms, registers that are required to be

maintained are maintained and complete in all respects.

To ensure that all laws of the land applicable to the lodging

industry are strictly adhered to.

To maintain and increase guest relation.

To maintain control over special rates offered to various

corporate houses/individual.

To prepare annual budget and forecast occupancy and room

revenue.

To makes sales efforts at unit level as per the policy of Inter-

Continental.

To prepare and send all reports pertaining to MIS and data

required by marketing Department.

To control advance reservation and positions and ensure

maximum selling.

To ensure correct billing and co-operation with accounts

department.

To exercise credit control and implement credit policy.

To co-ordinate with marketing department for sales

promotion.

To co-ordinate with other departments for ensuring

maximum room sales and to achieve ultimate guest

satisfaction.

To exercise control over expenditure like overtime

“newspaper” stationary” etc.

DUTIES:

To make co-ordination meeting of the staff once in a

fortnight.

To meet all VIP’s and group leaders at least once during

their stay.

To check guestroom.

To check and ensure that all-standard procedures at front

office are followed.

To ensure up keep of the front office area.

To ensure proper discipline with regard to conduct, work

performance and to take necessity action.

To train staff and to ensure that standard manual guideline

are followed.

AUTHORITY:

In the hotel business interest to exercise the discounting

policy delegated to the unit.

To cancel/amend guest bill full justification as per policy and

standard procedure.

To entertain commercially potential guests.

To sanction I recommend all types of leaves for staff 1

executives of the department.

To recommend disciplinary action against defaulting

employees under his control.

To recommend incentives to deserving employees.

To authorize deployment of staff after duty hours.

To recommend purchase and condemnation of articles and

indent material required for the department.

To handle guest complaints efficiently.

POSITION TITLE: Front office assistance GR-1

(Reception shift in charge)

RESPONSIBLE TO: Asst. Manager (FO)/ F.O. Manager

PURPOSE: To insure overall smooth his shift as per laid down

Standards

RESPONSIBILITIES:

Taking arrivals and showing departures.

To ensure that room position is checked, verified with

Housekeeping and rooms are available for all guests.

Effective utilization and deployment of staff under his control.

To conduct daily briefing of the staff.

To ensure maintenance and up keep of his are.

To ensure maintenance of all records and register such as.

Arrival Register

Departure Register

C Form

Information Panels

Guest Mail

Key Control

Log Book

Wake up Call Register

Doctor’s Call Register

Occupancy Statistical Register

KOT for Fruits and Flowers

To ensure operational control measures.

OCCASIONAL DUTIES:

1. To handle guests requirements/complaints during the absence

of AM (FO).

2. To confirm/amend and cancel bookings of next day as per

standard procedure when reservation requests are to be

received and passed to reservation department for suitable

action.

3. To relieve other receptionist and Bell Captain as & when

required.

4. Any other job assigned from time to time.

a) In case of Whitney system, the slip will be alphabetically

arranged in the rank and sent to the reception. Along with

the billing instructions letter and vouchers.

b) In case of diary and cardex system, the list of arrivals will

be typed in alphabetical order and sent to the reception

with billing instructions letter and vouchers.

5. Movement List for the day will be prepared by reception

reservation and circulated to the General Manager, Resident

Manager, F&B Manager, Exec. House Keeping, Front Office

Manager and PR Manager.

6. The Reservation Department will send the updated room status

report to the Front Office daily.

7. A no-show record will be, maintained by the reservation

department and acted upon from Time to time.

8. The group booking will be verified 15 days prior to arrival and

vouchers obtained. The group arrival report will be sent

weekly/fortnightly to General Manager, Resident Manager.

DUTIES:

Ensure Maintenance, receiving and welcoming guests into the

Hotel upkeep of the entire lobby and work premises.

1. To give collect and relevant information to the guests as

required.

2. To ensure that sufficient stock of stamps. Telegraphs forms,

phonogram forms are always maintained.

3. To ensure that the baggage of the guests is sent to the

guestroom as per specified standard.

4. To ensure proper billing and maintenance of baggage kept in

the left luggage room.

5. To ensure that the attendance and the other records are

maintained.

6. Handling all untoward incidences regarding guests and staff.

DIFFERENT SECTIONS IN FRONT

OFFICE1. Front Desk - Concierge/Reception/Cashier

2. Grand Club Lounge

3. Business Center

4. Reservation Center

5. Communication Center

6. Bell Desk

In The Grand New Delhi there is no such compulsion that guest

has to go for different information in particular section the front

desk officers are so multi skills that they can handle any type of

sections.

FRONT DESK

Front Desk is generally divided into 3 sections:

1. C ONCIERGE

The word concierge is derived from the word “doorkeeper or

janitor”.

Whereas the bell service proceeds and the hotel services, such

as luggage assistance, message for out of the hotel services such

as rental cars, theatre reservations and limousine service.

Whereas the front desk staff assists guest on arrival, the

concierge is often responsible for coordinating group activities

such as conferences, seminars and banquets.

A concierge must have depth knowledge of community resources,

cultural and sporting events, and transportation and average

important guests staying in the hotel. A typical concierge has an

extensive repertoire of reference materials.

A concierge must be prepared to respond to enquiries from

guests about activities, event attractions and to arrange access to

external services, such as car rentals, restaurant reservations,

guided tour, public transportation, tickets to the theatre or sporting

events, museums.

Different formats used in concierge are as follows:

Customs Form for clearance of mishandled baggage

Roaming List & Passport Details

Application to Inspector of Custom Department

Forwarding Address Card

ROLE OF CONCIERGE

By definition, a Concierge is one who has charge of the entrance

of a building- the keeper of keys.

A Concierge is responsible for welcoming guests into the hotel as

if they were in their own home. To do that a basis understanding

of human needs and a true desire to assist by going beyond the

guests is vital: offering suggestions in addition to information.

No question should go unanswered, no problem too tough and no

request too demanding. Each guest is important enough to

warrant full attention, super-human patience, understanding and

charm from a Concierge. Therefore, a Concierge’s knowledge of

the hotel and the community will make his life easier and his

image more professional.

Responsibilities of the Concierge

The Concierge employees are well-trained people who assist with

complete, accurate information and direction. They act as a

liaison between the guest, hotel and city 24 hours a day.

They must be well informed and equipped with an intimate

knowledge of hotel and surrounding community to offer first hand,

positive information in a confident manner. A Concierge employee

must be certain that they are understood before a guest leaves

the Concierge desk. It is part of their job to personally visit the

local attractions and various dining establishments.

Knowledge of the hotel’s daily operations will enable the

Concierge employees to give general information regarding

banquets, meetings, rates, functions of the day and the restaurant

hours of operation.

Affirmative, tactful behavior coupled with warm, sincere hospitality

will create an aura of genuine caring and encourage each guest

to make “The Grand New Delhi” the place to stay, meet and dine.

2. RECEPTION

Reception is a desk where all check ins and checkouts are done

for F.I.T. and G.I.T.’s formats used are:

Registration Card

Complimentary House Use Request Form

Petty Cash Voucher

3. CASHIER

All types of cashiering & billings are done under the cashier desk.

Here all types of currency exchange is also done formats used

are:

Billing Form

Currency Exchange Form.

ROLE OF CASHIER

The Front Office Cashiers is the final contact point with he Front

Office for the guest.

They play a vital role in presenting a positive final impression of

the hotel before a guest leaves the hotel.

They are responsible for presenting an accurate account of all

guests’ outstanding balance and to ensure room status is

changed from occupied to vacant in the computer.

Responsibilities:

1. To collect payments for all outstanding guest balance.

2. To accurately post all miscellaneous charges into accounts.

3. To liaise closely with Reception in maintaining an accurate

room status.

Operational Hours: The Front Office Cashier operates on an

hour’s basis.

RESERVATION CENTRE

The reservation department is to control rooms availability against

guests requests, handling all reservations in a timely manner,

maintaining accurate records of reservation and updated guest

history information.

It is the objective of the reservation department to achieve a high

occupancy as possible, at the same time maximizing revenue

from room sales without compromising on standards set by the

organization.

1. On receipt of a request for room reservation/amendment,

check availability of Room Report/Board (Perform).

2. If room is available room reservation from to be filled complete

in all respect with special attention to billing instruction at all the

time of making reservation (Performa).

3. If room is not available, the accommodation will be wait

listed/alternate accommodation in other ITOC Hotel will be

offered.

4. The Room density Chart will be updated for confirmed booking.

5. Annexure for Whitney Diary Cardex.

6. A confirmation letter/form will type and sent to the prospective

guest. The second copy of the letter will be filled,

a) With second copy of Whitney Slip and Reservation Form.

b) In case of diary and cardex system, this will be filled with

reservation form.

7. In case of wait, listed accommodation, the same procedure, as

that for Reservation will be followed.

8. In case of amendments, the same procedure as that of

reservation will be followed.

9. In case of cancellation, the cancellation form will be filled up.

Density Chart will be updated and,

a) Whitney Slip will be removed and will be attached with

reservation form/correspondence and filled in a separate file.

b) In case of Diary of cardex System, the entry will be

cancelled and the details of the cancellation will be noted.

10. In case of Group/Conference/Bulk Booking, same procedure

as FIT booking will be followed and a separate record will be

maintained. On receipts of AGRS chart the same will be tallied

and undated.

11. Before closing the reservation Department, reservation for

the next date will be sent to the reception after checking booing

related correspondence with special attention to billing

instructions, rate applicable, discount applicable, time of arrival

and departure.

BELL DESK

The bell staff is so named because of the long standing* custom

of ringing a bell at the front desk to summon a bell attendant. In

the around Hotels of the Golden Age, attendants “hoped” to

attention at the sound of the bell to transfer guest luggage to their

room, giving rise to the term bellhop. In a American and European

Hotels, it is traditional for members of the bell staff to receive

gratuities for performing services such as luggage, summoning a

taxi, or bringing up a newspaper to a guest room.

Cost is a concern to many travelers and the front desk

representative often inquires whether a guest would like

assistance with his or her luggage before summoning a bell

attendants or information the bell captain. When assistance is

desired, the receptionist issues an up bell a request to have guest

luggage transported to the room. Luggage assistance might also

be requested at check out. A down bell is a request for guest

luggage to be transported from a guestroom to the lobby.

The bell staff might also be required to move a guest’s belonging

from one room to another, if the guest is absent when the luggage

is transferred; the action is called a dead move. If the guest is

present during the move, it is called a live move.

A large hotel is the most likely to employ a full time staff of

elevators bell attendants. Door attendants and parking valets. A

service superintendent may be responsible for coordinating all of

these functions. If the hotel has a full time concierge f he or she

may have responsibility for supervising the bell service staff.

The bell service also called the uniformed staff may employ four

types of positions: bell captain, bell attendants, door attendants

and parking valet.

BELL ATTENDANTS

Bell attendants formerly called “bellhops”, are responsible for

rooming guests, escorting guests and their belongings to their

rooms. After a client has completed checking in, a bell attendant

is summoned to service the room key. The attendant’s checks for

any message or mail waiting for the client transport the guest’s

luggage and escort the party to the assigned room. An efficient

attendant also check for lights, curtain pulls, hearing and air

conditioning units, and television to be sure, whether they are

functioning properly. The attendant may also be called on to

answer the question about the hotel’s facilities or policies. Guests

frequently refer to the bell attendants for general information.

Attendants must be prepared to describe the hotel food and

beverage or laundry services, offer advice on local tourist

attractions, or give street directions.

Other duties for the bell attendants include delivering message to

the guest room, paging guests in the lobby, restaurant, or lounge,

assisting with lock problems of rooms, change and performing

errands such as purchasing newspaper or other small articles for

the guests.

INTRODUCTION

The hotel and catering or hotel and food service industry is now

becoming widely known as the hospitality industry. The industry is

usually defined by its output of products, which satisfy demand for

food, drink and accommodation.

Contract to the industry is the need for operational personnel who

are generally divided into food and beverage staff and room

division staff.

Management has many responsibilities. These include the

economics of mean casting, portion control wastage of food

customer’s staff relations labor shortages and staff training. The

food & beverage staff plays an important part in achievement of

good relations. Since they are in contract with the customers and

with management, their conduct influences the running of the

establishment and the atmosphere greet for the customers.

Duties & Responsibilities of F & B

Department

Food and Beverage manager

Is responsible for the implementation of agreed or for contribution

to the setting of catering policies. In general he is responsible

1. Ensuring that the required profit margin is achieved for food

and beverages are in each financial period.

2. The purchasing of all materials required.

3. Ensuring that quality in relation to the prices period is

maintained etc.

Restaurant Manager

1. To oversee the proper arrangement of the table’s chair

service equipment, table setting.

2. He takes a briefing before each meal to inspect the personnel

appearance of staff.

3. To see that correct quality of food served.

Room Service Manager

1. He goes through the room service pick up/clearance file.

2. He check the movement list sent by the front office.

3. It is his responsibility to see those all-special items like

cookies, fruit basket, nut plates and soft drinks kept in the

rooms.

4. Scheduling the staff.

5. Handling guest complaints.

6. Prepares duty rosters for the staff.

Banquet Manager

Is responsible for all the banquet parties held in the hotel. He/she

ensures the all the arrangements for banquet are made in

advance. He/she supervises the banquet party in the hotel and

work being done by captains and stewards.

Banquets managers is also responsible for setting, booking

arranging and serving of all banquet functions and arranging local

publicity after obtaining permission from the people arranging

banquet.

Guest Service Officer (GSO)

They are responsible for proper arrangements in the guests

and ensure that toad is served in orders. They take the

briefing for waiters before every meal.

Steward

He acts by instruction for the captain. He/she generally plans

upon the table, cleans the tables after each course some

preparatory tasks of cleaning is also carried nut by the steward.

Management Information System

Daily sales record

Attendance register

Stock inventory registers

Stock requisition book

Banquet function sheet

Food and beverage cost Factors:

The costs of operating a food and beverage are influenced by

several factors, including food costs, staff size and methods of

purchasing, receiving, storing and issuing suppliers.

Purchasing Controls:

Food and beverage purchase may be ordered up to six months in

advance of their projected use. The executive chef, food

production managers, meat poultry, seafood, products grains and

other required ingredients. Forecasts prepared by the food and

beverage controllers are caused to predict the amount of each

item that will be required. Suppliers are selected on the basis of

prices comparison and testing for quality market report prepared

by the controller’s staff compares the price of various suppliers for

items such as meal/poultry and produce. Samples may be

purchased for testing. One test, a yield analysis determines the

amount and cost of individual serving, or edible portions, that can

be obtained from meat and poultry purchases.

Receiving, storing and issuing suppliers:

When food and beverage order are received, they should be

inspected immediately to verify compliance with the hotel’s

specification. Receiving records are prepared, noting the quality

and price of each item and the department to which it will be

issued or the storeroom where it will be kept.

Food and beverage operations :

Proper storage of foodstuffs is an important factor in our cost

control. For ex dairy products have limited shift that can be

extended under proper storage conditions. Petty thefts by

employees if food stuff from storeroom inventories are also a

potential problem. Access to food and beverage storeroom should

be restricted to authorized personnel.

Before the storeroom supervisor pr steward issues food and

beverage items a requisition should be presented. As the need for

a food and beverage items arises the chef as head bar tender’s

writes out a requisition are prepared in anticipation of future

needs, so that the kitchen as bar does not run out of any items

during service hours. The steward should maintain a logbook of

each item issued, including the requisitions number, date,

authorizing, and patty to whom issued.

Requisitions are usually prepared on the basis of experience. But

factors that might increase or decrease demand must also be

taken into consideration for example, if a large convention is

schedule to begin, of if a dramatic change in occupancy is

expected.

Controlling Food Production Costs

Standard recipes and standard portions are used in food

production to maximize the usefulness of each ingredient. A

standard recipe is a set of instructions for preparing every menu

item. The recipes usually are printed on cards and distributed to

every member of the food preparation staff. The cooks are

required to follow each recipe precisely.

A standard portion is the preset amount or number of each

ingredient that is to be used in an individual serving. A standard

portion of meat, poultry or fish may be set by weight for example,

4 ounces of beef sirloin, 2 ounces of veal, 3 ounces of pork

tenderloin and so forth. Portions of other items may be set by size

and number for example, on small potato. six medium prawns and

so forth. In the cocktail lounge , beverage portions may be

controlled through the sued automated purring devices or meters.

OPENING CHECKLIST:

1. Turn on all operating system.

2. Cancel the forward call.

3. Pickup linen suppliers.

4. Pickup store room requisition [dry, beverage]

5. Store away all suppliers.

6. Turn on all appliances.

7. Wipe tables, chairs, and sideboard.

8. Setup the restaurant.

9. Check restaurant setup.

10. Make napkin fold.

11. Check the reservations.

12. Fill water jug.

13. Fold towels and stack them in HotBox and Refrigerator.

14. Check sideboard according to the standard.

15. Stack service trays on the sideboard.

16. Open the hostess desk.

17. Clean the hostess desk.

18. Setup the hostess desk.

19. Clean the menu.

20. Clean the telephone.

21. Pick up the bank from bank room.

22. Check for paper requisition.

23. Update notice board.

24. Pickup outlet mail.

25. Clean the bar counter.

26. Stack the beverage requisition.

27. Setup the bar.

28. Prepare cocktail garnish.

29. Clean beverage menu.

30. Setup the Food Pickup Counter.

31. Attend the outlet briefing.

CLOSING CHECKLIST

1. Clean the tables

2. Clean the sideboard.

3. Close all check in Micros.

4. Inform Manager about the breakage.

5. Tie soiled linen.

6. Clean linen hamper.

7. Shut down operating machinery.

8. Clean operating machinery.

9. Wipe down pantry area.

10. Refill the side station (including salt and pepper).

11. Clean the menu.

12. Clean the hostess desk.

13. Clean the reservation book.

14. Clean the telephone.

15. Lock the hostess desk.

16. Put sale money in an envelope.

17. Take the sale print out.

18. Fill in the logbook.

19. Deposit closed checks and cashiers report in front office.

20. Deposit bank in the Front Office.

21. Clean the bar.

22. Clean the beverage menu.

23. Make the requisition.

24. Refill the bar.

25. Lock the bar.

26. Forward the telephone.

27. Switch off light and AC

28. Lock the restaurant.

29. Drop the reservation book to the grand café.

30. Deposit the key to the security, in uniform.

Service Sequence

1. Greet the Guest according to the time of the day.

2. Check for his table preference and name.

3. Seat the guest.

4. Present the face towels & ashtray if required.

5. Offer condiments and clear the wine menu.

6. Present the beverage and the wine menu.

7. Take the drink and wine order.

8. Present the food menu and explain the specials.

9. Do the beverage and water service.

10. Take the food order and suggest the wine.

11. Serve the starters.

12. Check for satisfactions.

13. Clear the starter plates.

14. Relay the cutlery and place the main course chutneys.

15. Serve the main course and for repeat drink or serve wine as

required.

16. Check for satisfactions.

17. Clear the main course plate and condiments.]

18. Serve the toothpick and face towel.

19. Crumb the table if required.

20. Change ashtray regularly as per standard (one bud).

21. Present the dessert menu.

22. Take the dessert order.

23. Relay the cutlery.

24. Serve the dessert.

25. Clear the dessert plate.

26. Present the post meal drink menu.

27. Serve the drink.

28. Serve the digestive (aniseed).

29. Present the check.

30. Settle the check.

Room Service

For your personal convenience, 24-hour in-room dining is

available. Enjoy specially prepared culinary creations in the

privacy of your own room.

Conference Packages

Meeting room set-up – classroom, theatre, U-

shape, hollow square

Meeting amenities – meeting pads and pencils,

bottled water and candies

Audio-visual equipment - complimentary use of

one overhead slide projector, flip chart,

whiteboard

Morning coffee break – includes freshly brewed

coffee, tea served with morning bakeries

Luncheon - choice of Indian, Western set or

buffet menu

Afternoon coffee break - freshly brewed coffee,

tea with pastries and savories selections

Meeting Concierge - a banquet butler is

assigned to be of service throughout the event

Executive Package

All-day coffee / tea service – freshly brewed

coffee, tea upon arrival and served throughout

the conference

Meeting room set-up – classroom, theatre, U-

shape, hollow square

Meeting amenities – meeting pads and pencils,

bottled water and candies

Audio-visual equipment - complimentary use of

one overhead slide projector, flip chart,

whiteboard

Morning coffee break - includes freshly brewed

coffee, tea served with morning bakeries

Luncheon – choice of Indian, Western set or

buffet menu

Afternoon coffee break - choice of theme coffee

break

Meeting Concierge - a banquet butler is

assigned to be of service throughout the event

Audio-Visual Facilities

Television

Video Cassette Recorder

Overhead Projector

Video Compact Disc Player

Digital Video Disc Player

Slide Projector

LCD Projector

OBJECTIVE OF FOOD & BEVERAGE

CONTROL

Many different approaches have been taken over the year in an

effort to control food and beverage costs. However, the objective

has always been the same “to keep cross in line with what they

should “ without sacrificing the quality or quantity of the food

which goes to the customer.

There are underlying principles, which must be followed in

the design and installation of control procedure. The first aim in

this respect is to create a series of related routines. The

procedure should be practical, useful means of aiding

management in avoiding excessive cost and they should be

designed so their effective use will permit all activities to be

performed in the best possible manner at the lowest possible

cost.

PURCHASING, RECEIVING, STORING AND ISSUING

The activities of food purchasing, receiving, storing, and issuing

represent the firs step in the flow of cost.

PURCHASE

The purchase man does effective jobs of buying the right

materials at right time and for the right price. There must be a

constant follow-up and evaluation by the F & B controls of all

aspects of purchasing procedures in order to ensure continuous

adherence to establish polices and procedures like:

Market surveys.

Comparing prices with friendly competitors buying like materials.

Examine the materials on hand.

RECEIVING

The primary objective in receiving is to obtain the quality and

quantity of the materials order at the quoted price. The individual

at receiving should have a through knowledge of the standard

purchase specifications established by his employer.

F& B control should make periodic, unannounced check on

receiving procedures. The material that has been accepted

should be evaluated against the company’s standard purchase

specifications. Spot checks of the count of those items purchased

by size should be made. These periodic spot checks are made to

evaluate the performance of the receiving manager’s work…

STORING

The primary objective in storing is to maintain adequate stocks of

materials with minimum loss through theft and spoilage. F & B

controls must make follow up checks of the storage facilities. The

F&B controller should make spot checks of the articles, the

storage methods, and the storage temperatures. Immediate

corrective action should be taken whenever there is a deviation

from the established standard operating procedures.

ISSUING

The objectives of issuing are:

To ensure the proper authorization for the release of the articles.

To account properly of each day’s issues.

The usual method of ensuring control over the materials issued is

to require a requisition, prepared and signed by an authorized

person. The requisition, presented to the store in-charge should

indicate the item, unit and quantity of each item desired. It should

be duly signed, whose signature is in the file in the store room

area for verification purpose.

REGISTERS MAINTAINED

Pending chalaan register

Log book

Cards albums with party names

Gate pass returnable file

Materials in and non – returnable gate pass file

Purchase order (engineering and general)

Amendment file

Receiving rejection report

Rejection items (food/engineering/other)

Leave record register.

Correspondence file.

Daily market list file.

Daily flowers receiving register.

Municipal Corporation of Delhi slaughterhouse certificates file.

Product’s self life file.

Old duplicate chalaan file.

Store room requisition book.

Short supply advice book.

Purchase requisition book.

FOOD PRODUCTION

Food production is one of the major revenue producing

departments of the Hotel. it aids the food beverage service

department. Though it does not come in contact with the guests

directly they play an important role toiling behind the scenes. It is

a highly labor oriented department as it requires hard work and

skill. Cost control and portioning is an important aspect to be

maintained by the chefs and this is audited and supervised by the

corporate chef.

DEPARTMENT GOALS AND

OBJECTIVES:

The main aim of the kitchen is to produce good food which means

both quality and taste of the food are according to the guest’s

taste which will earn good name for hotel, thus helping the outlets

to have more business.

Another aim is cost control and portion control. Cost control is

trying to minimize the wastage, getting to decrease the food cost

and earn maximum revenue.

JOB DESCRIPTIONS:

EXECUTIVE CHEF

He holds the entire responsibility of the food production

department.

He looks after the quality and quantity of food served to

the guests good.

He plans the menu of different outlets in consultation with

F&B manager and the manager of the concerned outlets.

He indents for the raw material required for food

production department.

He also takes care of cost control and portion control as

well as checks pilferage.

Any kitchen equipment if to were purchased is indented by

him and sees to it that best quality equipment is bought.

He is responsible for having training the staff.

He does standardization of recipe for the hotel.

EXECUTIVE SOUS CHEF

He is responsible to executive chef and takes his place in his

absence.

He helps the executive chef in his duties.

Supervision is his job and thus he supervises the whole

kitchen brigade.

He makes duty roasters.

In case of emergency and special orders he makes order

also.

SOUS CHEF

He supervises and checks the proper functioning of his area.

Handles major orders and in case of emergency reports to

executive soups chef.

Takes care as to what and when an order is picked and acts

as an abhorrer also.

Checks the food before it is picked up.

Sees to it that every order is picked up in time.

Checks pilferage.

DEMI-CHEF

He carries out actual work of making orders and food items.

Takes place of chef de partie in his absence.

He organizes and supervises his team of commies and

helpers.

Commies

Making orders.

They carry out requisition of stores and supplies.

APPRENTICES / TRAINEE

They help in mis – en – place and try to learn how different

dishes are made.

HELPERS

They come of kitchen stewarding and are responsible for

cleanliness of kitchen area, equipments and utensils.

THE KITCHEN SUBDIVISIONS

In the hotel, they use the decentralized system of kitchen

functioning though in some places centralized system is used.

The main sections of the food production department are:

1. MAIN KITCHEN: This section of the kitchen is divided into 3

sub section as following:

a. Soup Section

b. Hot Range (continental)

c. Indian Kitchen

This section mainly serves to outlets as room service,

La Rochelle, Coffee shop, Banquets.

2. GARDEMANGER: This section deals with the cold meat and

food for the department. It serves to all the outlets of the hotel

such as Butlers Pantry, Room Service, Coffee Shop, La Kuchina,

other sections of the kitchen etc. It is a decentralized kitchen

working 24 HRS.

3. BAKERY: This is the section of the kitchen working

continuously and producing high quality Cakes, Pastries,

Desserts, Breads rolls etc. It is a decentralized kitchen working 24

HRS.

4. BUTCHERY: Butchery in hotel terminology is also called "Meat

Fabrication" as it is involved in changing the form of meat, poultry,

fish etc. from unclean and large chunks to clean and appropriate

sizes as required for various purposes.

5. COFFEE SHOP KITCHEN: This kitchen serves all the

continental dishes on the menu 24 hrs- a day.

6. SPECIALTY KITCHENS: These are the kitchen solely working

for the restaurants they are attached to. These kitchens produce

only the type of cuisine offered by the restaurants. The kitchens

work on break shift basis except for North West Frontier cuisine

kitchen as it involves a great deal of cooking over a long period of

time.

INDIAN KITCHEN

Tandoor Section: This section is responsible for the preparation

of the all Tandoor items. Its basic function of the morning includes

supply of breads to La Kuchina.

Halwai Section: This section is involved in the preparation -of all

Indian sweets whether hot or cold. All the dishes are prepared by

the Halwai for ‘a la carte menu’ as well as banquet parties and

kept in the cold storage under lock and key.

BAKERY

The bakery consists of a twin room enclosure called the

confectionery and the bakery (The place where all the baking is

done) with its own walk-in and deep freeze. It is the place where

the preparation of Cakes, Breads, Pastries, and Tarts etc takes

place. It provides a large variety of desserts and beverages for

the benefit of the guest. It is a guest’s delight to be in the outlet

which brings into combination one of the best products with the

hospitality of the staff at work. The bakery provides service to

Coffee shop, Room service, La Kuchina, Butler pantry, Banquets,

Pastry shop & all specialty kitchens.

OBSERVATIONS:

The bakery is divided into a baking room, pastry area, puff area,

and a Gateau area.

It also has an ad ascent chocolate room for chocolates and

pralines. Cakes of various types including special orders with

written messages are prepared here.

All the breads, pastries, muffins etc are prepared in the night.

The bakery section has various types of imported flours required

for breads.

The bakery has its own pot wash.

Each bread and pastry has a set decor and its picture is set up to

get required shape.

The bakery’s cold storage is used to store perishable items like

the dough, prepared pastries, cream, milk, butter etc.

The deep freezer is used to store hotel-made ice-creams,

mousses, etc.

The oven has hot air jets and is of rotator rack- type.

The general basis of requisition in the bakery is that; generally the

stores for one- two days is taken in advance.

Hard liqueurs like rum, tequila, whisky, etc are also used to add

flavors to some of the preparations.

The Puff Section consists of a big rolling machine to roll out the

dough. The dough may be needed for Danish pastries, pralines,

savory dough, flan dough, beaches, volt au vents or cheese sticks

etc.

Out of these, they are molded into tarts or botches or volt au

vents, filled in with choice fillings and sent up for sale.

DUTIES AND RESPONSIBILITIES

MORNING SHIFT:

1. Pick Lip the stores and store them at required places.

2. Prepare Cakes, Desserts, Savory, Pies etc for different

outlets.

3. Handle orders for ice-cream, Shakes, Rolls etc.

4. Prepare desserts for Banquet functions.

5. Prepare fresh rolls for use during lunch times.

6. Prepare pizza dough.

7. Prepare food Stuff for the pastry shop.

AFTERNOON SHIFT:

Takes handover from shift for any balance of stores.

Prepare various types of cookies and breads like Hard Bread,

Vienna Bread, and Burly Bread.

Prepare sponge Cakes, Pastry sheets, Pralines; butter Cream,

Gnash, creams etc.

Handle orders of desserts.

Prepare desserts & savory pies for evening in restaurants.

Handle orders of Cakes from pastry shop.

Take the handover of items after closure of Pastry shop.

NIGHT SHIFT:

The basic duty of the shift is to prepare various breakfast rolls for

the morning.

It also does cleaning of the bakery equipment

RECEIVING AND STORAGE:

Since the bakery deals with the products having Cream, Butter

etc. which are highly susceptible to spoilage, thus there should be

proper storage of such items.

Also, on receiving of the items from the stores the quality and

quantity should be checked. The first in first out technique is to

be followed.

CONTINENTAL KITCHEN:

As the name clearly indicates, it is responsible for the preparation

of all continental dishes and their service to outlets such as La

Kuchina, Room service and the banquets. This section is divided

into 2 parts.

1. Soup Section.

2. Hot Range.

1. Soup Section: This is the section preparing all types of soups

for all banquet functions and restaurants. The section has one

chef working, who prepares all the soups. Everyday about 7-8

soups are prepared excluding the party soups and the quantity

produced is 150 cups of each soup daily. This section also

prepares stocks of different type for use in soup section as well in

any other part of kitchen as required. The section gets the raw

materials en daily requisition basis to stores and butchery. The

soup prepared everyday includes

Mulligatawny Soup, Cream of Tomato Soup

Tomato Shorba Soup, Cream of Leafy Spinach Soup

Cream of Mushroom Soup and Seasonal Soups

2. Hot Range: This section of the main kitchen is responsible for

preparation of food for the restaurant buffets in the morning and a

la carte menu to the restaurants in the evening. It is further

divided into the following.

Vegetable section

Grill section

range section

Saucier section

Pantry section

IMPORTANT OBSERVATIONS:

The number of people working in each shift is five.

Each order is the combination of all four sections (saucier, range,

pantry and grill).The chef has to combine and co-ordinate the four

to give end result and optimum efficiency.

The fish generally goes with lemon butter sauce (L.B.S)

There is an extensive use of wines in sauce.

The plates are kept in hot oven to keep them hot while serving the

dish.

There is a hot light counter to keep the dish hot till pick-up is

done.

The pick up is according to the course of the meal and is swift.

Quite a few ingredients are imported.

The grilling is of three stages- medium done, rare done & well

done.

Pasta dishes are preferred more saucy amongst Americans and

driest amongst Europeans. Indians prefer it spicy

Pasta is mostly prepared in olive oil

The continental section also has a microwave to instant orders..

Complaints are very less and are handled by the chef.

Baked potato is provided as an accompaniment in various grill

dishes.

The chef is responsible to set the-dishes in platter and to ensure

that it looks good and palatable.

The staff works with a very strong team spirit and there is healthy

coordination between the various sub-sections.

GARDEMANGER

The Garde Manger or the Cold Kitchen is the place where all

carvings and displays are carried out. Here the staff is skillful and

the work done is very different from the other Kitchens.

Various salad displays, fruit displays, meat platter displays in a

decorative and fancy manner are done to improve the image and

the standard of the hotel. Fancy carvings and decorative displays

are always liked by the guests.

The total strength of the kitchen comprises of 7 people. The

Garde Manger is a small kitchen with one walk-in cooler and one

traulsen. It is located right beside the Pastry Kitchen and is not far

from the Main Kitchen. Here the items and displays would be

made according to the party sheet. It mainly caters to parties and

buffets.

Duties and Responsibilities:

Pick up the stores,

Open and set the kitchen for function.

Cross check the function prospects.

Prepare the salads for buffets in coffee shop and La Rochelle.

Prepare cold meat platters, canapé platters for outlets.

Prepare dressing and garnishes for the salad buffets.

Peeling of sweet lime and taking out the juice for La Rochelle

lunch.

Preparing for next days breakfast fruit platters.

Other related functions:

1. It prepares classical canap6s for the banquet functions.

2. It also carries out Ice carving and pumpkin carving etc.

DISPLAY MATERIAL:

Garde manager is an innovative image creator for the hotel and

thus there are various materials used for display of products.

Some of them are as follows:

1. Marble tops

2. Mirrors with wooden beadings of very thin thickness.

Silver platters covered with jelly or has no direct contact with

Fruits, vegetables etc.

3. Glass /ceramic bowls.

STANDARD PRACTICES:

Since the Garde Manger section deals with highly perishable

products, there are some points to be kept in mind while working,

in this section, these are is follows:

The products used should be fresh as possible.

Salads should be prepared close to pick up time to ensure

freshness.

The dressings and garnishes should be prepared freshly and

accordingly.

KITCHEN MANAGEMENT

To manage the kitchen, the Executive Chef / Chef de Cuisine,

should have a sound practical knowledge and have the ability to

organize labor and delegate the responsibility to the staff who

communicate well. The maintenance and cleaning of the

machines is his responsibility. Labor saving automatic machines

is replacing the manually operated ones. The people handling the

machines should be able to follow the correct procedure of

assembling, using and cleaning. Safety precautions should be

observed. Certain factors such as budgeting contract, portion

contract, cost contract, proper purchasing, contract of production

and service, control of waste etc. plays an important part in

managing the kitchens.

STORE CONTROL AND FOOD CONTROL

Food control begins when the orders are placed; it ends when the

ultimate cash taking are banked.

The stores are placed close to the preparation area. Basic is a

smooth flow from stores, to preparation to cooking, to serve to the

restaurant and then back to the wash up. So there is a need to

provide storage space that is appropriate to the size of the

kitchen.

The function of the stores is to receive check, store carefully,

issue goods as required against the requisition properly

authorized, strict control must be exercised as it provides cost

figures and assist in future budgeting. It is essential to check all

incoming supplies for quality, weight and price. Supplies received

should be promptly taken into stock, non-perishables go into dry

store, perishable items to be stored in cold rooms, freezers etc.

Records should be kept to show the stock of each commodity

received, issued and on hand, with dates of receipt and issue so

that any time the management can check the accuracy of the

report.

PURCHASE, RECEIVING AND STORAGE

For any food based operation are purchase and receiving are

many important part of the entire system. This is due to the

reason that if the goods were not purchased according to the

specification, it would result in blocking or loss of money. Also if

the purchased goods are not received properly and stored then

also it would lead to a loss for the organization. For the purchase

of items, the Executive Chef writes a request to the purchase

manager who selects the buyer and after approval form the chef

and controls department about quality and quantity, purchase

orders is made and give to supplier. Once the goods arrive in the

hotel premises, the receiving manager before acknowledging

delivery of goods calls on the concerned chef for quality check.

This then goes to the store, which receives the quantity

depending upon, the food control sheet as given by the

storekeeper on the previous day. The store then issues the items

to the kitchen and butchery items after cleaning, against the

requisition made by the various kitchens. The butchery items are

packed in bags and are stamped for quantity, date, and name of

item for the efficient use and follow up of FIFO technique.

EQUIPMENT IN RECEIVING AREA:

Weighing machine

Testing chemicals & equipments

Long working plastic tables.

STORAGE TECHNIQUES :

Storage of received goods is very important because it results in

less spoilage, good shelf life etc.

For storage of goods it is divided into 3 sections:

DRY STORE: This houses all the grocery items for issue. The

items are issued against requisition. All the items are store on

racks to allow easy access, proper cleaning and easy inventory.

PERISHABLES: This stores all fruits, vegetables, cheese, milk,

eggs etc. This is done in a cold storage where the items are

stored in separate baskets on shelves. The temperature is about

40 C to 110C.

BUTCHERY: This is the house of all the meat, poultry, and fish

items. The items are stored in packets that are duly stamped.

The items are stored in cold storage having a temperature of

about 80C – 110C and the frozen foods is stored in the deep

freezer having a temperature of about - 10C.

INTER DEPARTMENTAL RELATIONSHIP

The ‘Kitchen’ has a direct relationship with the following

departments:

F & B outlets

It has been already discussed how the kitchen is related to the

F&B outlets. (The outlets sell what the kitchen provides) the

intimate relationship makes the earning & maximization objective

of the F & B department, a reality.

Kitchen Stewarding

Stewarding serves the kitchen in the following ways:

Cleaning of kitchen areas thus ensuring proper hygienic

standards.

Cleaning kitchen utensils.

Reporting possible faults in kitchen area & machinery to the

Engineering and maintenance department.

HUMAN

RESOURCES

Man and Machine are an integral part of the product process.

The efficiency of the man is directly proportional to the efficiency

of machine. The importance of the Human Resource cannot be

underlined hence there has been a concern for the effective

management of Human Resources.

The focus of Personnel Management is on people at work. It

is indeed a wide area and covers a broad spectrum of activities.

Some of these are individual oriented like motivation and

satisfaction. Some are organization oriented life proper selections

and job standards. The increasing competition among

organizations makes it necessary to have an integrated approach

towards Human Resources Management (HRM) and corporate

strategy.

Hence Human resource management (strategy) must be

given due importance in Organizational Strategy Formulation.

However, whether an organization is able to achieve its goals or

not depends on the people in it. Commitment from its employers

is a must. Therefore Human Resource Strategy should have an

impact on and be assimilated in the Corporate Planning Process.

Unlike other Organization, the importance of Personnel

Department in the Hotel Industry is magnified by the fact that it

offer service-oriented product. In a Hospitality Industry like a

hotel, the personal department should focus all its efforts in

improving the human resources from all the angles and have the

man groomed and polished to the standard of the industry. The

hospitality or the service offered by the employers, of the hotel to

the customer would have a direct bearing on the perceived image

of the hotel in the customer’s mind.

Started differently, the efficiency of the Personnel

Department would determine the quality of the staff and, thereby

the service.

Organizations have realized the importance of the Personnel

Department, as human resources have become increasingly vital

sources of the organization.

Line managers especially face various problems which are

more complex and requires expertise and time. This has created

among others, the need for specialized personnel managers. As

new employment laws and regulations are passed, individuals are

who can interpret them and develop programs, ensure

compliance.

The Personnel Department is a specialist service

department concerned with formulating and introducing schemes,

maintaining parity in the implementation of schemes, monitoring

the progress of schemes, and modifying or introducing new

schemes, The personnel department would need to identify the

critical problem areas with respect to "people" and

accomplishment of organization tasks and goals, and suggest

innovation or creative approaches to solve problems, particularly

in area like Organization Structure, work allocation and design,

attracting, retaining and controlling people. The Personnel

Function is not a buffer, a third force between Management and

the Union but very much a Managerial Function. Clearly then, the

role for the personnel department is that of a service unit, to

provide inputs & accomplish goals.

The personnel area being a sensitive one, with possible

repercussion on individual careers, union-management relations

and litigation, Managerial action needs to be fed back to the

Personnel Department or in some cases, advice brought before

any action is taken.

Any strict demarcation between Staff and Line roles become

difficult in the context of present day business organizations.

Some times there is even role switching, in a training situation, for

instance, the Personnel or Training Officer might determine the

organization and content of a training program while the Line

Manager supplies the necessary inputs for its organization.

AN OVERVIEW OF PERSONNEL FUNCTIONS IN

HOTEL

INDUSTRY

Manpower Planning and Budgeting

Manpower planning is an effort to anticipate future business and

environmental demands of an organization to provide qualified

people to fulfill that business and these demands.

Input into Human Resource Planning Process.

Analysis of existing Human Resource

Forecast of future Human Resource need

Implementation of Human Resource Plan

Evaluation and Redesign of the Human Resource Plan.

RECRUITMENT

Recruitment so the process of seeking out and attempting to

attract individuals in external labor markets, who are capable of

and interested in filling available job vacancies. Recruitment is an

intermediate activity whose primary function is to serve as a link

between Human Resource Planning on the one hand and

selection on the other.

Sources of Recruitment

i) Internal sources- Relate to the existing working force of on

enterprise - Promotion, Transfer, Data Bank etc.

ii) External sources-Relate to employment exchange,

advertisement, colleges, institutes ECT.

SELECTION AND PLACEMENT

Selection and Placement form a crucial manpower function.

These terms are and separate phases in staffing.

Selection means rejection of candidates for a position and it is

considered as a negative process. On the other hand, Placement

is viewed as a positive process involving filling positions with the

most suitable candidates. Selection Standards and Personal

Qualities of a candidate determine whether or not he is to be

placed on a job. Selection standards are adjusted to the needs of

the Organization and Labor Market Situations.

STEPS IN SELECTION PROCESS

Although selection procedure changes from one organisation to

another in terms of size, industry, location and scalar levels of

jobs being filled, the selection process depends upon effective job

analysis and recruitment.

Steps in Selection

i) Preliminary Screening of Application

ii) Review of Application Blank

iii) Checking References

iv) Physical Examination

v) Psychological Testing

vi) Employment Interview

vii) Evaluation of Programs

INDUCTION:

Induction is for all the new employees to ensure that the help that

is needed to get good start. The Personnel Manager gives the

induction to the employee on the first day of the job. The

employee is given the full round of the hotel and is introduced to

the different departments in the hotel.

PERFORMANANCE APPRAISAL

It has many facets. It is an exercise in observation and judgment,

it is a feedback process, and it is an organization intervention.

Performance Appraisal is a measurement process as well as an

emotional process. While it is fairly easy to pre describe how the

process should work, descriptions of how it actually works in

practice are rather discouraging.

Functions and objectives of Performance appraisal:

i) It seeks to provide on adequate feedback to each individual

on his/her performance.

ii) Its purpose is to serve as a basis for improving or changing

behavior towards more effective working habits.

iii) It aims at providing data to managers with whom they may

judge future job assignments and compensation.

TRAINING AND DEVELOPMENT

Training is the systematic modification of behavior through

learning, which occurs as a result of education, instruction, and

development and planned experience.

Training needs exists when there is a gap between the

present performance of employee or group of employees and the

desired performance.

The existence of this gap can be determined on the basis of

skill analysis involving 5 steps:

i) Analysis & determination of the major requirements of the

specific job.

ii) Identification of the tasks needed to be accomplished to meet

the job requirements.

iii) Understanding of the procedures needed to accomplish each

of the job requirements.

iv) Analysis of the knowledge and skills needed to accomplish the

procedures.

v)Identification of any special problems of the job and analysis of

any particle skill needed to meet the problem.

JOB CHARGES: TRANSFERS & PROMOTIONS

Transfer- It refers to a horizontal or lateral movement of an

employee from one job to another in the same organisation

without any significant change in status or pay.

Promotion- It refers to advancement of an employee to a higher

position carrying greater responsibilities, higher status and better

salary.

INDUSTRIAL RELATIONS

A company should establish policies about character of Union

Relations. It includes disciplinary action taken by the management

in order to increase productivity of the workers. It also includes

liaison with the government office with respect to the Labor Laws.

WELFARE FACILITIES

MEDICAL CARE

Every employee is eligible to consult the in-house medical officer

free of charge in the medical room at specified hours. During duty

hours, if any employee falls ill and wishes to seek medical

attention, he must first inform his Department head before

proceeding to the doctor. On recommendation of the Department

Head/Personnel Manager, when necessary the medical officer

may visit the employee at his residence.

1. MEDICAL REIMBURSEMENT

Applicable to those employees not covered under ESI. Their one-

month's basic salary is reimbursed in a financial year (Apr-Mar).

They have to submit cash memos and receipts. Beside this there

is a provision for hospitalization.

Schemes framed by the Organization are:

Domesticating subject to maximum of one month basic.

Hospitalization: Subject to maximum of Basic salary as mentioned

below:

This facility of hospitalization is provided to the family of the

employee, which includes spouse, children and dependent

parents.

2. LEAVE TRAVELLING ALLOWANCE

Employee's one month's basic salary is credited on completion of

one year's service and is given to him in the form of Leave

Travelling Allowance.

3. CANTEEN

Meal is served on very subsidized rate for the employees on

employee is given 3 breaks of total one hour among which half an

hour is for dinner or lunch and two 15 minutes tea break

4. TRAVELLING ALLOWANCE

This allowance is given to those employees whose salary is

Rs.600

5. HOUSE LOAN

The hotel provides house loan to its employees on very nominal

rate of interest

6.LOCKERS FACILITY

Every uniformed employee will be provided with locker for his

uniform and personal belongings. It is the responsibility of the

employee to keep the locker allotted to him clean and tidy.

7. UNIFORM & LAUNDRY FACILITY

Where an employee is required to wear uniforms, such uniform

shall be supplied and laundered by the hotel. This facility is free of

charge but the employees have to take proper care and avoid

misuse of the uniforms. Uniforms must not be worn outside the

hotel unless specified duties require this.

Upon leaving the service of the company, uniforms must be

handed to the House Keeping department.

8. WEEKLY OFF DAY

Every employee is entitled to one rest day a week. The weekly

rest day is to be scheduled by the Department Head concerned

before the beginning of each week. Should any employee be

required to work on his rest day, he would be given a

compensatory day off in lieu of the day worked.

HUMAN RESOURCE DEVELOPMENT

Human resource management is really the management of

personnel at work. It has been differently defined by different

authorities. The essence of all definitions is that the

personnel/human resource management is the science of

planning, organizing and controlling the various operative

function of procuring, developing, maintaining and utilizing the

labor force for the purpose of contributing a lot towards the

accomplishment of the major goal of the organization. It is, in this

way, a branch of general management which deals with the

people at work broadly, it defines the relationship between (i)

employer and employee.

The features of Human resource management are:

1 Specialized branch of general management

2 Management of human resources

3 A pervasive function

4 Management of employees as an individual and as a group

5 Development of employees

6 A technique of thinking

7 Based on principle

HRM AND ITS FUNCTIONS

Managerial functions

General management and personnel management are one and

the same. Basic managerial functions- planning organizing

direction and controlling are common to all managers including

personnel or human resource managers and are performed by all

of them. Following are the managerial functions of human

resource management.

1. Planning -The planning functions of human resource

department pertains the steps taken in determining in

advance personnel requirements, personnel programmes,

policies etc. etc. After determini8ng how many and what

means to motivate them.

2. Organization - Under organization, the human resource

manager has to organize the operative functions by

designing structure of relationship among jobs, personnel

and physical factors in such a way so as to have maximum

contribution towards organizational objectives. In this way

a personnel manager performs following functions.(a).

Preparation of task force. (b) Allocation or work to individuals

(C) integration of the efforts of the task force (d) coordination

of work of individual with that of the department.

3. Directing- Directing is concerned with initiation of organized

action and stimulating the people to work the personnel

manage directs the activity of people of the organization to

get its functions performed properly. A personnel manager

guides and motivates the staff of the organization to follow

the path laid down in advance.

4. Controlling - Controlling is concerned with the regulation of

the activities in accordance with the plans. Controlling

completes the managerial. Cycle and lead back to planning.

Through direct observation, direct supervision, as well as

reports, records and audit, personnel manager assures

himself that the activities are being carried out in accordance

with the plans. Controlling also help the personnel manager

to evaluate the performance of the human resource

department in doing various operative functions.

(B) Operative Functions

Operative functions are those functions, which are entrusted to

the human resource department. Such functions are of the

routine nature. There are concerned with procurement,

development compensation integration and maintenance of the

personnel of the organization. Following are the important

operative functions of personnel or human resource

department.

1. Procurement of Personnel - it is the first operative function of

Human Resource Management It is concerned with the number

of people necessary to accomplish Organizational goals .It

Includes following sub functions

a) Determination of Manpower requirements

b) Job -analysis and job grading

c) Determining the nature and sources o recruitment;

d) Selected of employees

e) Placement and induction

2. Development and Training of personnel - After the

placement of employees on various jobs the next function of

the human resource management is to give them training and

to develop them to get their work efficiently. The personnel

department devises and runs the appropriate training program

for developing the necessary skills among the personnel.

1. Remuneration- Another function of human resource

management is concerned with the determination of wages and

salaries policy and levels. The personnel or human resource

manager has to consider various factors while fixing the

remuneration, basic needs requirements of the job, legal

provision financial capacity of the firm, firm, wage-level of

competitors, performance rating etc.

4 Integration or Human Relations - The maintenance and

promotion of harmonious relations between employees and

management is a function of personnel or human resource

department. The personnel department has to ensure a

organization. The personnel manager must provide an

efficient system of communication. He should be in touch

with the grievances of the people at work and try to remove

them. In all circumstances , he should try should try to

maintain proper discipline in the organization.

5 Maintenance of Personnel - Maintenance of personnel

means to keep the workers engaged on the work with good

health and with full loyalty to their jobs and to the

organization . This functions involves provisions of better

working conditions and labor welfare activities such as

medical benefits , housing facilities canteens recreational

facilities rest rooms etc.

HRM MODEL

Training and Development - Focus is on identifying and

assessing Union/labor Relation Focus: Assigning healthy

union/organization relationship. Organization Development

Focus : assessing healthy inter relationship as bell as intra

Employee Assistance Focus : Providing personal problem

solving, canceling to individual employees - Quality of work life

- Productivity - Readiness to change Organization/Job

Design. Focus : defining how tasks, authority and system will be

organisedComponsation and Benefit Focus : Assessing

compensation and benefits Human Resource Planning :

Determining the origins major HRM needs strategies and

policiesPersonnel research and information systems Focus :

assuring a personnel information base Selection and Staffing :

Focus : Matching people and their career needs and capabilities

with join and career path

From the above introduction about Human Resource

management, it has been pretty clear that how important is

human resource and its allocation. Again it depends on human

resource planning. So the next question which arises is what is

Human Resource Planning?

HUMAN RESOURCE PLANNING

It is one of the most important and essential program of Human

Resource Management.

Human Resource Planning is the process by which an

organization ensures that it has right number of people, right kind

of people, at the right places, at the right time, capable of the right

places, at the right time, capable of effectively and efficiently

completing those tasks which will help the organization to achieve

its overall objectives as well as goals. Human Resource Planning

then, translation the organization’s objectives and plans into the

number of workers needed to meet those objectives. Without

clear cut planning, estimation of organization's human resource

need is reduced to more guesswork.