A PROJECT PEPORT

ON

OPERATIONAL ASPECTS OF

The Leela Palace Kempinski Bangalore

Submitted in partial fulfillment for the requirement of

Bachelor of Hotel Management Degree

Of

BANGALORE UNIVERSITY

YEAR: 2010-2011

Submitted By: SHARON DANDGE

III Year BHMReg. No.: O8UMCO7

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ACKNOWLEDGEMENT

I am very thankful to Mr. Thamzihan, Principal, Army Institute Of Hotel

Management And Catering Technology,Bangalore for his courteous support for

completion of this project.

I extend my sincere thanks to Mr. Thomas Mathew, Training Co-ordinater, for his

moral support during the course of my project.

I also thank Mr. Sathish 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 assistance when needed during the period

of my project.

Sharon Dandge.

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SYNOPSIS

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

Completion of 6th Semester BHM.

I was trained in The Leela Palace Kempinski, Bangalore, Karnataka. 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 there including a set of standards

Procedures Following are the four 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 the entire 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.

Sharon Dandge.

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DECLARATION

I ,Sharon Dandge, hereby declare that this project titled “OPERATIONAL

ASPECTS OF THE LEELA PALACE KEMPINSKI BANGALOR E ” is based

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

Thomas Mathew. This has not been submitted earlier for the award of any

other degree by Bangalore University or any other University.

Bangalore

Date: Sharon Dandge

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CONTENTS

Chapter No. Title

1. Introduction to The Hotel Industry

2. Aim, Objectives and Methodology

3. Profile of the Place

4. Profile of the Hotel

Introduction to Leela Group

Introduction to Leela Palace, Bangalore

5. Hotel Core Departments

Introduction to Front office

Introduction to House Keeping

Introduction to Food & Beverage Service

Introduction to Food & Beverage Production

6. Supporting Departments

Purchase & Stores

Personnel & Training Department

Accounts Department

Sales & Marketing Department

Security Department

Kitchen Stewarding

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7. Problems & Solutions

8. Conclusion

Annexure

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CHAPTER 1

INTRODUCTION

INTRODUCTION TO HOTEL INDUSTRY:

The hotel industry is a mature industry marked by intense competition. Market share increases

typically comes at a competitor’s expense. Industry-wide, most growth occurs in the

international, rather than the domestic, arena.

Common American hotel classifications are as follows:

Commercial Hotels cater mainly to business clients and usually offer room service, coffee-shop,

dining room, cocktail lounge, laundry and valet service as well as access to computers and fax

services.

Airport Hotels are located near airports and are a conveniently located to provide any level of

service from just a clean room to room service and they may provide bus or limousine service to

the air lines.

Conference Centers are designed to specifically provide meeting space from groups; they

provide all services and equipment necessary to handle conventions.

Economy Hotels provide a limited service and are known for clean rooms at low prices meeting

just the basic needs of travelers.

Suite or All-Suite Hotels are hotels which offer spacious layout and design.  Business people

like the setting which provides space to work and entertain separate from the bedroom.

Residential Hotels used to be very popular.  The typical residential hotel offers long term

accommodations.

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Casino Hotels are often quite luxurious.  Their main purpose is in support of the gambling

operation.  Casino hotels often offer top name entertainment and excellent restaurants. 

Resort Hotels are the planned destination of guests, usually vacationers.  This is because resorts

are located at the ocean or in the mountains away from inner cities.  Resort hotels may offer any

form of entertainment to keep their guests happy and busy

GROWTH OF HOTEL INDUSTRY

While the practice of renting space to travelers stretches back to antiquity, what could be

considered the modern concept of a hotel derives from 1794, when the City Hotel opened in New

York City.  While the practice of renting space was not new, the City Hotel was purported to be

the first building devoted exclusively to hotel operations.  For its time, the building was quite

large and possessed 73 rooms.  Similar operations soon appeared in such nearby cities as

Baltimore, Boston and Philadelphia.                 

Interestingly, New York City’s first skyscraper was a hotel - the six stories Adelphi

Hotel.            

Hotels took a distinct step up in style and class when the Tremont House opened in Boston in

1829.  This hotel was considered by many to be the beginning of what was regarded as first class

service.  With 170 rooms, the Tremont House was a large facility.  In addition, the hotel offered

features which, for the time, were amazing.  Private single and double rooms were available,

which offered not only privacy, but also security.  In addition to water pitchers and a washing

bowl, free soap was provided in each room.  The Tremont House offered French cuisine and,

reportedly, was the first hotel to have a Bellboy.                

In 1908, the Buffalo Sattler opened, marking the beginning of the modern commercial hotel era. 

Many services now considered standard were introduced by the Sattler, including such amenities

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as a light switch next to the door, private bathe, ice water and a morning newspaper.  The Sattler

set the standard of the day by being clean, comfortable and affordable.  The Sattler served as the

pattern for hotel design and operation for many years.

In the 1920’s, hotel building entered a boom phase and many famous hotels were opened,

including the Waldorf Astoria, New York’s Hotel Pennsylvania, and the Chicago Hilton and

Towers, which was originally named the Stevens.               

Motels began to replace roadside cabins as use of the automobile spread throughout society.

Offering clean rooms with adjacent parking, motels enjoyed great popularity with the traveling

public.         

In the 1950’s and 1960’s, the practice of franchising appeared within the industry.  Franchising

enabled entrepreneurs to expand their operations without the use of substantial capital.               

For much of their history, hotels were owned and operated by individuals.  However, as

franchises and chains began to appear, individually owned hotels found themselves increasingly

at a competitive disadvantage.  By the 1960’s, independent prospects began to improve as the

result referral organizations such as Quality Courts, Best Western, Master Host and Best

Eastern.               

From the 1980’s forward, mergers and acquisitions became common within the industry, and

brands become hotly traded commodities.

Recently, use of management companies has entered the mainstream.  As a result, many chains

are more involved in management than in ownership.  These chains realize a much more

predictable and steady income stream than had normally been yielded by ownership.               

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HOTEL INDUSTRY IN INDIA

Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million

tourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to

accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms

fueling hotel room rates across India. With tremendous pull of opportunity, India is a destination

for hotel chains looking for growth. The World Travel and Tourism Council, India, data says,

India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate,

demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in

metro cities allot same room, more than once a day to different guests, receiving almost 24-hour

rates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room

rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years.

'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However,

the rating on the 'Indian Hotels' is bullish. 'India Hotel Industry' is adding about 60,000 quality

rooms, currently in different stages of planning and development and should be ready by 2012.

MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of

pie in the race. Government has approved 300 hotel projects, nearly half of which are in the

luxury range. Sources said, the manpower requirements of the hotel industry will increase from 7

million in 2002 to 15 million by 2010.

With the USD 23 billion software services sector pushing the Indian economy skywards, more

and more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to

grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth

Games. Already, more than 50 international budget hotel chains are moving into India to stake

their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry'

looks rosy. 

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TOURISM INDUSTRY IN INDIA

Tourism in India is the largest service industry, with a contribution of 6.23% to the national

GDP and 8.78% of the total employment in India. India witnesses more than 5 million annual

foreign tourist arrivals and 562 million domestic tourism visits.[ The tourism industry in India

generated about US$100 billion in 2008 and that is expected to increase to US$275.5 billion by

2018 at a 9.4% annual growth rate. In the year 2009, 5.11 million foreign tourists visited India.

Majority of foreign tourists come from USA and UK. Rajasthan (Land of Kings), Tamil Nadu,

Maharashtra, Delhi and Uttar Pradesh were the top four states to receive inbound tourists.

Domestic tourism in the same year was massive at 650 million. Andhra Pradesh, Uttar Pradesh

and Tamil Nadu received the big share of these visitors. Ministry of Tourism is the nodal agency

to formulate national policies and programmers for the development and promotion of tourism.

In the process, the Ministry consults and collaborates with other stakeholders in the sector

including various Central Ministries/agencies, the State Governments/ union Territories and the

representatives of the private sector. Concerted efforts are being made to promote new forms of

tourism such as rural, cruise, medical and eco-tourism. The Ministry of Tourism is the nodal

agency for the development and promotion of tourism in India and maintains the Incredible

India campaign.

According to World Travel and Tourism Council, India will be a tourism hotspot from 2009–

2018, having the highest 10-year growth potential. The Travel & Tourism Competitiveness

Report 2007 ranked tourism in India 6th in terms of price competitiveness and 39th in terms of

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safety and security. Despite short- and medium-term setbacks, such as shortage of hotel

rooms, tourism revenues are expected to surge by 42% from 2007 to 2017. India's 5,000 years of

history, its length, breadth and the variety of geographic features make its tourism basket large

and varied. It presents heritage and cultural tourism along with medical, business and sports

tourism. India has a growing medical tourism sector. The 2010 Commonwealth

Games in Delhi are expected to significantly boost tourism in India.

INTRODUCTION OF GLOBAL TOURISM

Pressure on national and local governments to rapidly develop their tourism potential to meet

demand and produce benefits, makes it more essential than ever to plan carefully and consider

the human and environmental impacts of tourism development. That is why, as Secretary-

General of the World Tourism Organization, I am pleased to see the serious analysis of the

problems and prospects of the tourism sector as presented in this third edition. -- Francesco

Frangible, Secretary-General, World Tourism Organization Now in its third edition, Global

Tourism draws on the insight of thirty-nine contributors to chronicle and foresee the effects of

tourism on contemporary society. Contributors provide interdisciplinary, international

perspectives on the critical questions, problems, and opportunities facing the tourism industry.

Invaluable to academics and professionals alike, Global Tourism offers a comprehensive

exploration of the key issues in tourism. Authors draw on their individual insights to assess and

critique contemporary tourism and take a view of the future. Fully revised and re-developed, new

chapters examine: * The future of tourism * Difference in travel characteristics of significant

travel segments * Sustainability standards in the global economy * Crisis management in tourist

destinations * Tourism and social identities * Tourism, mobility, and global communities.

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ECO TOURISM

The Cedars in Lebanon Fernando de Noronha in Brazil Wolin National Park

Ecotourism is responsible travel to fragile, pristine, and usually protected areas that strive to be

low impact and (often) small scale (as an alternative to mass tourism). Its purpose is to educate

the traveler; provide funds for ecological conservation; directly benefit the economic

development and political empowerment of local communities; and foster respect for different

cultures and for human rights. Since the 1980s ecotourism has been considered a critical

endeavor by environmentalists, so that future generations may experience destinations relatively

untouched by human intervention.Several university programs use this description as the

working definition of ecotourism

Generally, ecotourism focuses on volunteering, or voluntourism, personal growth and

environmental responsibility. Ecotourism typically involves travel to destinations

where flora, fauna, and cultural heritage are the primary attractions. One of the goals of

ecotourism is to offer tourists insight into the impact of human beings on the environment, and to

foster a greater appreciation of our natural habitats.

Responsible ecotourism includes programs that minimize the negative aspects of conventional

tourism on the environment and enhance the cultural integrity of local people. Therefore, in

addition to evaluating environmental and cultural factors, an integral part of ecotourism is the

promotion of recycling, energy efficiency, water conservation, and creation of economic

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opportunities for local communities For these reasons, ecotourism often appeals to

environmental 

Tourist Do’s & Dont’s

In India too the movement is gathering momentum with more and more travel and travel related

organizations are addressing the needs of the eco-tourists and promoting eco-tourism in the

country. Some basic do's and don'ts of eco-tourism are listed below:

Do's

  Carry back all non-degradable litter such as empty bottles, tins, plastic bags etc. These must

not

litter the environment or be buried. They must be disposed in municipal dustbins only.

  Observe the sanctity of holy sites, temples and local cultures.

  Cut noise pollution. Do not blare aloud radios, tape recorders or other electronic entertainment

equipment in nature resorts, sanctuaries and wildlife parks.

  In case temporary toilets are set-up near campsites, after defecation, cover with mud or sand.

Make

sure that the spot is at least 30 meters away from the water source.

  Respect people's privacy while taking photographs. Ask for prior permission before taking a

photograph.

Don'ts

  Do not take away flora and fauna in the forms of cuttings, seeds or roots. It is illegal,

especially in

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the Himalayas. The environment is really delicate in this region and the bio-diversity of the

region

has to be protected at all costs.

  Do not use pollutants such as detergent, in streams or springs while washing and bathing.

  Do not use wood as fuel to cook food at the campsite.

  Do not leave cigarettes butts or make open fires in the forests.

  Do not consume aerated drinks, alcohol, drugs or any other intoxicant and throw bottles in the

wild.

  Do not tempt the locals, especially children by offering them foodstuff or sweets. Respect local

traditions.

  Polythene and plastics are non biodegradable and unhealthy for the environment and must not

be

used and littered.

GRAGH OF YEARLY GROWTH OF TOURISM

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TOURISM STATISTICS

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Statistical data is an important tool for the planners and policy makers. These data help the

policy makers in planning, policy formulation and in observing the progress and impacts of the

schemes. In a less serious sense these tourism statistics help the travelers to plan their trip. The

tourism statistics of India gives details of international and domestic tourism. This is noted year

wise. This tourism related data help us to know the rate of growth in the travel and tourism

industry.

Inbound Tourism Statistics - India is visited by a huge number of tourists from all over the

world and every year a change in the figure is recorded...

Outbound Tourism Statistics - The mind blowing atmosphere and opportunities of foreign

lands compels Indians to cross boundaries...

Domestic Tourism Statistics - Indians have a special fascination for travelling. Their need make

them journey different places. A quick look at the domestic tourism statistics would reveal that...

TOURISM ATTRACTION IN INDIA

India is a land replete with rich cultural heritage and illustrious religious and political history.

The tourist attractions in India have a charm of their own and provide the travelers with an

opportunity to know a lot about the rich historical legacy of the country.

India has an in exhaustive list of Tourist Attractions spread across different States and Union

Territries. From beautiful natural sites to towering man made architectural instances, India is

home to an extensive variety of tourist attractions. Lush green forest cover, gurgling streams and

rivers, ice capped peaks, historical monuments, sunny beaches, beautiful & ancient temples and

mosques, a host of museums, shopping arcades and entertainment centers features in the list of

Indian Tourist Attractions. India is broadly divided into 4 regions namely North, West, South

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and East with every region having innumerable tourist attractions for the visitors who are on a

tour to this picuresque country. As a tourist, one must enjoy all the varieties of attractions and the

tourists sites that can be witnessed. After classifying these attractions by the region, a tourist can

find thousands of attractions all across India.

Tourist Attractions In North India

The northern part of India boasts of some of the major tourist attractions. A tourist during his

North India Tour can witness the marvelous Taj Mahal, which is considered as the unique

masterpiece of love built by the famous Mughal emperor Shah Jahan in 1649 in memory of his

beloved wife Mumtaz Mahal.

The other north Indian tourist attractions also include Qutub Minar, Red Fort, Lotus

Temple, Jama Masjid, Golden Temple, Jaisalmer Fort, Himalayan mountain range, Hawa Mahal,

and many picturesque hill stations in north India like Uttarakhand and Himachal Pradesh. All

these tourist attractions in North India are not only known for their stunning views but are

famous for their serene ambience and magnificent vistas.

South Indian Tourist Attractions

When it comes to visit the great tourist attractions in India, South India is the perennial favorite

of the tourists. These include some of the beautiful tourist sites like Kerala Backwaters, Ooty,

Rock Fort Temple, Golconda Fort and Char Minar. Backwater tour to Kerala, South India is

acknowledged as one of the exciting ways of enjoying holidays in India. Being known as the

God's Own Country, Kerala welcomes tourists from across the world to experience the

refreshing greens, the coconuts canopies, and the exotic beaches of the state. There are many

famous temples in South India, which include Meenakshi Temple, Somnathpuri Temple, Tirupati

Balaji Temple, and many others.

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Apart from the Temples South India is rich in many exotic hill stations. Munnar, Ponmudi,

Chithirapuram, Devikulam, Idukki, Nelliyampathy, Attappady are some of the famous hill

stations in Kerala which are of tourist interests and is the most preffered attraction for a visitor.

Tourist Attractions In Western & Eastern Parts Of India

Like the northern and southern parts of India, the eastern and western parts of country are also

home to some of the popular tourist attractions. Jamnagar, Maharashtra, Ahmedabad, Gujarat,

Vadodara are the major cities of the western part of India. These cities include a wide range of

tourist Attractions that are frequently flocked bytourists in large numbers. Goa is the smallest

state of India and it features many famous beacheslike Baga Beach, Anjuna Beach and many

man made wonders depicting the Portugese era shown by The Forts and The Churches.

When it comes to The Eastern part of India, the heritage city of Kolkata is a must visit City. Here

one can see the tourist atractions such asVictoria Memorial, Fort William, Nandan

Theatre, Maidan, Race Course, National Library, Eden Gardens, Botanical Garden, Alipur Zoo,

and many other places to visit in Kolkata formely known as Calcutta.

Festivals & Fairs In India

The major tourist attractions of India also include many festivals and fairs that the people of

India enjoy with great enthusiasm. Some of the most celebrated festivals of India include Diwali,

Holi, Christmas, Eid, Raksha bandhan and Easter. Not only these festivals, but also the fairs have

their own significance. Fairs like Pushkar Fair, Beneshwar Fair, Nagaur Fair and Mata Fair are

some of the noticeable fairs celebrated in the India.

Tourist attractions in India

  Tourists attractions in

Gwalior

  Tourists attractions in Uttar

Pradesh

  Tourists attractions in Mysore   Tourists attractions in

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Bangalore

  Tourists attractions in Puri   Tourists attractions in

Allahabad

  Tourists attractions in

Rajasthan

  Tourists attractions in Varanasi

  Tourists attractions in Orissa   Tourists attractions in Ranchi

  Tourists attractions in

Chamba

  Tourists attractions in

Bhubaneshwar

  Tourists attractions in Digha   Tourists attractions in

Uttranchal

  Tourists attractions in

Dharamshala

  Tourists attractions in Coorg

  Tourists attractions in Shimla   Tourists attractions in Kullu-

Manali

  Tourists attractions in

Dehradun

  Tourists attractions in

Karnataka

GOVERNMENT OF INDIAN TOURISM OFFICES IN

INDIA

Tourism Offices in India

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Agra 

191,The Mall 

Tel:(0562)363959, 363377 

Email : agra@tourisminindia.com

Khajuraho 

Near Western Group of Temples 

Tel:(07686)2047,2048 

Email : khajuraho@tourisminindia.com

Aurangabad 

Krishna Vilas,Station Road 

Tel: (02432) 331217 

Email :

aurangabad@tourisminindia.com

Madras (Chennai) 

S M Naqui 

154,Anna Salai 

Tel:(044)8524295,8524785, 

8522193 

Fax:(044)8522193 

Email : chennai@tourisminindia.com

Bangalore 

KFC Building 

48,Church Street 

Tel (080)5585417 

Email:

bangalore@tourisminindia.com

Naharlagun 

Sector 'C' 

Tel:(03718)4328 

Email: neharlagun@tourisminindia.com

Bhubaneswar 

B/21,B.J.B Nagar 

Tel: (0674) 412203 

Email :

bhubaneswar@tourisminindia.co

m

New Delhi 

88, Janpath 

Tel:(011)3320342, 3320005, 

3320109, 3320008, 3320266 

Fax : (011)3320342 

Email : newdelhi@tourisminindia.com

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Bombay (Mumbai) 

Ram P Chopra123 M Karve

Road 

Tel:(022)2032932,2033144, 

2033145,2036854 

Fax: (022) 2014496 

Email :

mumbai@tourisminindia.com

Panaji (Goa) 

Communidade Buliding 

Church Square 

Tel:(0832)223412 

Email : panaji@tourisminindia.com

Calcutta 

'Embassy' 

4,Shakespeare sarani 

Tel:(033)2421402,2421475, 

2425813 

Fax:(033)2423521 

Email :

calcutta@tourisminindia.com

Patna 

Sudama Palace 

Kankar Bagh Road 

Tel:(0612)345776 

Fax:(0612)345776 

Email : patna@tourisminindia.com

Cochin (Kochi) 

wellington Island 

Tel:(0464)668352 

Email :

kochi@tourisminindia.com

Port Blair 

VIP Road,189, 2nd Floor, 

Jungli Ghat 

Tel: (03192) 21006 

Email : portblair@tourisminindia.com

Guwahati 

B.K. Kakall Road,Ulubari 

Tel:(0361)547407 

Email :

guwahati@tourisminindia.com

Shillong 

Tirot Singh Sylem Road 

Police Bazaar 

Tel: (0364)225632 

Email : shillong@tourisminindia.com

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Hyderabad 

3-6-369/A-30 Sandozi Building 

2nd Floor, 26 Himayatnagar 

Tel:(040) 7630037 

Email :

hyderabad@tourisminindia.com

Thiruvananthapuram 

Airport Counter 

Tel:(0471)451498 

Email :

thiruvananthapuram@tourisminindia.co

m

Imphal 

Old Lambulane,Jail road 

Tel:(03852)221131 

Email :

imphal@tourisminindia.com

Varansi 

15-B,The Mall 

Tel:(0542)43744 

Email : varansi@tourisminindia.com

Jaipur 

State Hotel Khasa Kothi 

Tel: (0141)372200 

Fax:(0141)372200 

Email :

jaipur@tourisminindia.com

RECENT DEVELOPMENT

Competitive advantage is the advantage of a firm over its rivals, this advantage allows the firm to

generate higher sales and also retain more customers than its rivals, the advantage include the

cost, products, distribution network and customer support provided, when a firm posses

competitive advantage it is in a position to generate great value for its stake holders and that the

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more sustainable the competitive advantage the more it becomes difficult for rivals to neutralise

these advantages.

There are two forms of competitive advantage as described by Porter and they include

differential advantage and comparative advantage, differential advantage involves a firm creating

products and services that differ from those provided by its rivals and these products are seen as

better by the consumers, comparative advantage refers to the low price of a firm’s products and

services provided to consumers for the same quality of products and services.

Michael Porter also provides business strategies that firms can use to gain competitive advantage

over their rivals, the use of these strategies are evident in all industry and some of the key

strategies he highlights include differentiation strategy, cost leadership strategy, differentiation

focus strategy and cost focus strategy.

There has also been an emergence of new and unique needs of the consumers in the hotel

industry, the needs of the consumers over time have moved from the brand to the price and

finally the value, consumers now are interested to try out new things for the purpose of fulfilling

their distinct preferences and tastes, this has led to competitive firms to adopt to the changing

business dynamics to gain competitive advantage.

Labour is one of the important resource in any business, hiring of highly talented labourers will

ensure conducive environment in the workplace and therefore there is need for firm to nurture

and also to retain these talents as a way of gaining competitive advantage, there must also dbe a

focus on deriving value through this talent management strategy, this strategy focuses on

building a talented workforce and a self motivated and committed labour force. Change

management is also a key to the success in the hotel business, the business must adapt to change

in the market, this involves the introduction of new processes, enhancing team work and

increasing productivity and the profitability of the business undertaking, the hotel business must

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therefore be flexible and positive toward change and not resist change because such resistance

may result to distractions toward a successful future.

Employment of skilled labour is also an important factor to consider, these skilled employees are

to perform such actions as budgeting, financial analysis and forecasting, this helps the business

to analyse the root cause and the possible solutions to any problem facing the business, skill

required include sales skills and marketing skills, ability to formulate competitive business

strategies by implementing the best strategies that succeed in the business undertaking, Charisma

is also an important skill required by the hotel and it is an effective strategy that is required in

order to differentiate the hotel services and facilities because this emphasizes benefits and

features of the hotel in a way that creates value to the customers.

CHAPTER 2

RESEARCH DESIGN

PURPOSE

The purpose of doing this project is to record all my learning and experiences during my training

period in this project so that in future it could be a reference point if I require information about

the hotel at any given point of time.

OBJECTIVE

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By doing this project I will gain a deeper understanding of the operation of the hotel industry as I

will be doing in depth research about the operations and how exactly the hotel functions. I will

also be getting a reference point for the future.

SCOPE

The scope of doing the project is that it will help me and other individuals to understand the

operations of the hotel industry better

METHODOLOGY

PRIMARY DATE

These are the data related to the hotel which I collected directly, this data is straight from the

sources of the hotel itself, it has not been altered, edited or changed in any way

Sources:

Guide given by The Atria Hotel at the time of induction

Asking hotel staff and management directly

Referring Standard Operating Procedures (SOP)

Observing the notice boards

SECONDARY DATA

Secondary data is information which has been derived from the primary data.

Sources:

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Internet websites

Books

Magazines

Newspaper

LAMITATIONS

Staff and management don’t always readily share information, they either say its

confidential or that they are busy

Notice boards are not always updated

Information from the internet varies site to site

Time is a little constraint because the shifts are not the exact shift hours and the travelling

makes it even more exhausting and there’s also the log book to complete

CHAPTER 3

PROFILE OF THE PLACE

BANGALORE CITY

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also known as Bengaluru is the capital of the Indian state of Karnataka. Bangalore is nicknamed

the Garden City and was once called a pensioner's paradise. Located on the Deccan Plateau in

the south-eastern part of Karnataka, Bangalore is India's third most populous city and fifth-most

populous urban agglomeration. As of 2009, Bangalore was inducted in the list of global

cities and ranked as a "Beta World City" alongside cities such as Dallas, Miami, Boston, Kuwait

City, Lima, and Munich in the studies performed by the Globalization and World Cities Study

Group and Network in 2008.

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Though historical references to the city predate AD 900, a modern written history of continuous

settlement exists only from 1537, when Kempe Gowda I, a vassal of the imperial Vijayanagara

Empire built a mud-brick fort at the site and established it as a province of the empire. During

the British Raj, it became a centre of colonial rule in South India. The establishment of

the Bangalore Cantonment brought in large numbers of migrants from other parts of the country.

Today as a large city and growing metropolis, Bangalore is home to many of the most well-

recognized colleges and research institutions in India. Numerous public sector heavy industries,

software companies, aerospace, telecommunications, and defence organisations are located in the

city. Bangalore is known as the Silicon Valley of India because of its position as the nation's

leading IT exporter. A demographically diverse city, Bangalore is a major economic and cultural

hub and the fastest growing major metropolis in India.

HISTORY

Lady Curzon hospital in the Bangalore

After centuries of the rule of the Western Gangas, Bangalore was captured by the Cholas in 1024

which later passed on to the Chalukya-cholas in 1070. In 1116 the Hoysala Empire, overthrew

the Cholas and extended its rule over Bangalore. Modern Bangalore was founded by a vassal of

the Vijayanagara Empire, Kempe Gowda I, who built a mud-brick fort and a Nandi Temple in

the proximity of modern Bangalore in 1537. Yelahanka is one of the oldest towns in Karnataka

and it is believed that it has a history of more than 500 years. It is the home town for the ruling

king called Kempegowda (under a provision given by Krishnadevaraya) who built Bangalore

City. Kempe Gowda referred to the new town as his "gandubhūmi" or "Land of Heroes".

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Within Bangalore, the town was divided into smaller divisions – each called a "pete"

(IPA: [peːteː]). The town had two main streets – Chikkapete Street, which ran east-west, and

Doddapete Street, which ran north-south. Their intersection formed the Doddapete Square the

heart of Bangalore. Kempe Gowda's successor, Kempe Gowda II, built four famous towers that

marked Bangalore's boundary. Myth says that the city would befall great calamity if it extended

beyond these four towers. During the Vijayanagara rule, Bangalore was also referred to as

"Devarāyanagara" and "Kalyānapura" ("Auspicious City").

Bangalore Palace, built in 1887, was home to the rulers of Mysore

After the fall of the Vijayanagara Empire, Bangalore's rule changed hands several times. In 1638,

a large Bijapur army led by Ranadulla Khan and accompanied by Shahji Bhonsle defeated

Kempe Gowda III and Bangalore was given to Shahaji as a jagir. In 1687, the Mughal general

Kasim Khan defeated Ekoji I/Venkoji, son of Shahaji, and then sold Bangalore to

Chikkadevaraja Wodeyar (1673–1704) of Mysore for 300,000 rupees. After the death of

Krishnaraja Wodeyar II in 1759, Hyder Ali, Commander-in-Chief of the Mysore Army,

proclaimed himself the de facto ruler of Mysore. The kingdom later passed to Hyder Ali's

son Tippu Sultan, known as the Tiger of Mysore.

Bangalore fort was captured by the British armies under Lord Cornwallis on 21 March 1791

during the Third Anglo-Mysore War and formed a centre for British resistance against Tippu

Sultan, being incorporated into the British Indian Empire after Tippu Sultan was defeated and

killed in the Fourth Anglo-Mysore War (1799). The British returned administrative control of the

Bangalore "pētē" to the Maharaja of Mysore, choosing only to retain the Cantonment under their

jurisdiction. The 'Residency' of Mysore State was first established at Mysore in 1799 and later

shifted to Bangalore in the year 1804. It was abolished in the year 1843 only to be revived in

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1881 at Bangalore and to be closed down permanently in 1947, with Indian independence. The

British, found it easier to recruit employees in the Madras Presidency and relocate them to

cantonment area during this period. The Kingdom of Mysore relocated its capital

from Mysore city to Bangalore in 1831. Two important developments during this period

contributed to the rapid growth of the city: the introduction of telegraph connections and a rail

connection to Madras in 1864.

Tipu Sultan’s Palace, Bangalore

Bangalore City map,circa 1924 from "Murray's 1924 Handbook".

In the 19th century, Bangalore essentially became a twin city, with the "pētē", whose residents

Were predominantly Kannadigas, and the "cantonment" created by the British, whose residents

were predominantly Tamils. Bangalore was hit by a plague epidemic in 1898 that dramatically

reduced its population. New extensions in Malleswaram and Basavanagudi were developed in

the north and south of the pētē. Telephone lines were laid to help co-ordinate anti-plague

operations, and a health officer was appointed to the city in 1898. In 1906, Bangalore became the

first city in India to have electricity, powered by the hydroelectric plant situated

in Shivanasamudra. Bangalore's reputation as the Garden City of India began in 1927 with

the Silver Jubileecelebrations of the rule of Krishnaraja Wodeyar IV. Several projects such as the

construction of parks, public buildings and hospitals were instituted to beautify the city. After

Indian independence in August 1947, Bangalore remained in the new Mysore State of which the

Maharaja of Mysore was theRajapramukh.

Public sector employment and education provided opportunities for Kannadigas from the rest of

the state to migrate to the city. Bangalore experienced rapid growth in the decades 1941–51 and

1971–81 , which saw the arrival of many immigrants from northern Karnataka. By 1961,

Bangalore had become the sixth largest city in India, with a population of 1,207,000. In the

decades that followed, Bangalore's manufacturing base continued to expand with the

establishment of private companies such as MICO (Motor Industries Company), which set up its

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manufacturing plant in the city. Bangalore experienced a growth in its real estate market in the

1980s and 1990s, spurred by capital investors from other parts of the country who converted

Bangalore's large plots and colonial bungalows into multi-storied apartments. In 1985, Texas

Instruments became the first multinational corporation to set up base in Bangalore. Other

information technology companies followed suit and by the end of the 20th century, Bangalore

had firmly established itself as the Silicon Valley of India.

GEOGRAPHY

The Hesaraghatta Lake in Bangalore

Bangalore lies in the southeast of the South Indian state of Karnataka. It is in the heart of the

Mysore Plateau (a region of the larger Precambrian Deccan Plateau) at an average elevation of

920 m (3,018 ft). It is positioned at 12.97°N 77.56°E and covers an area of 741 km²

(286 mi²). The majority of the city of Bangalore lies in the Bangalore Urban district of Karnataka

and the surrounding rural areas are a part of the Bangalore Rural district. The region consisting

the Bangalore Urban and Rural districts is known as the Bangalore (region). The Government of

Karnataka has carved out the new district of Ramanagara from the old Bangalore Rural district.

The topology of Bangalore is flat except for a central ridge running NNE-SSW. The highest

point is Vidyaranyapura Doddabettahalli , which is 962 m (3,156 ft) and lies on this ridge. No

major rivers run through the city, though the Arkavathi and South Pennar cross paths at

the Nandi Hills, 60 km (37 mi.) to the north. River Vrishabhavathi, a minor tributary of the

Arkavathi, arises within the city at Basavanagudi and flows through the city. The rivers

Arkavathi and Vrishabhavathi together carry much of Bangalore's sewage. A sewerage system,

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constructed in 1922, covers 215 km² (133 mi²) of the city and connects with five sewage

treatment centers located in the periphery of Bangalore.

In the 16th century, Kempe Gowda I constructed many lakes to meet the town's water

requirements. The Kempambudhi Kere, since overrun by modern development, was prominent

among those lakes. In the earlier half of 20th century, the Nandi Hills waterworks was

commissioned by Sir Mirza Ismail (Diwanof Mysore, 1926–41 CE) to provide a water supply to

the city. Currently, the river Kaveri provides around 80% of the total water supply to the city

with the remaining 20% being obtained from the Thippagondanahalli and Hesaraghatta

reservoirs of the Arkavathi river. Bangalore receives 800 million litres (211 million US gallons)

of water a day, more than any other Indian city. However, Bangalore sometimes does face water

shortages, especially during the summer season- more so in the years of low rainfall. A random

sampling study of the Air Quality Index (AQI) of twenty stations within the city indicated scores

that ranged from 76 to 314, suggesting heavy to severe air pollution around areas of traffic

concentration.

Bangalore has a handful of freshwater lakes and water tanks, the largest of which are Madivala

tank, Hebbal lake, Ulsoor lake and Sankey Tank. Groundwater occurs in silty to sandy layers of

thealluvial sediments. The Peninsular Gneissic Complex (PGC) is the most dominant rock unit in

the area and includes granites, gneisses and migmatites, while the soils of Bangalore consist of

redlaterite and red, fine loamy to clayey soils

Vegetation in the city is primarily in the form of large deciduous canopy and

minority coconut trees. Though Bangalore has been classified as a part of the seismic zone II (a

stable zone), it has experienced quakes of magnitude as high as 4.5.

Climate

Bangalore experiences a tropical savanna climate (Köppen climate classification Aw) with

distinct wet and dry seasons. Due to its high elevation, Bangalore usually enjoys a more

moderate climate throughout the year, although occasional heat waves can make things very

uncomfortable in the summer. The coolest month is January with an average low temperature of

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15.1 °C and the hottest month is April with an average high temperature of 33.6 °C. The highest

temperature ever recorded in Bangalore is 38.9 °C(recorded in March 1931) and the lowest ever

is 7.8 °C (recorded in January 1884). Winter temperatures rarely drop below 12 °C (54 °F), and

summer temperatures seldom exceed 36–37 °C (100 °F). Bangalore receives rainfall from both

the northeast and the southwestmonsoons and the wettest months are September, October and

August, in that order. The summer heat is moderated by fairly frequent thunderstorms, which

occasionally cause power outages and local flooding. The heaviest rainfall recorded in a 24-hour

period is 179 millimetres (7.0 in) recorded on 1 October 1997.

ATTRACTIONS

Lal Bagh: is a botanical garden, commissioned by the Hyder

Ali in the year 1760. The 240-acre (0.97 km2) park is home to over 1000 species of flora and

a Glass House. The park is known for its annual flower show. The garden surrounds one of

the towers erected by the founder of Bangalore, Kempe Gowda I. The Lal Bagh Rock, dates

back to 3000 million years, is another attraction.

Cubbon Park: is located in the heart of the city and spreads over 300 acres (1.2 km2). The

part was created in the year 1884, by Major General Richard Sankey. The park is home to

numerous trees and plants that span over 68 general and 96 species. The park is also known

for its kids train.

HISTORICAL MONUMENTS

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Tipu Sultan's Summer Palace Built in 1791,and located near K.R Market, is a beautiful

two-storied ornate wooden structure with exquisitely carved pillars, arches and balconies. It

now houses a museum that contains artifacts relating to the Hyder-Tipu regime.

Bangalore Palace: (1862) is located near Mekhri Circle and Cantonment Railway station

and is built to look like a smaller replica of the Windsor Castlein England.

Mayo Hall : was designed in memory of the Lord Mayo and is regarded as one of the finest

designs of British architecture.

Government buildings

Attara Kacheri (Karnataka High Court)

The Karnataka High Court is the supreme judicial body, housed in the historic Atthara Kacheri, in Karnataka and is located in Bangalore

The Vikas Soudha, situated adjacent to the Vidhana Soudha, houses many state ministries

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The Bruhat Bengaluru Mahanagara Palike (BBMP, Greater Bangalore Municipal Corporation)

is in charge of the civic administration of the city.It was formed in 2007 by merging 100 wards

of the erstwhile Bangalore Mahanagara Palike, with seven neighbouring City Municipal

Councils, one Town Municipal Council and 110 villages around Bangalore. The BBMP is run by

a city council composed of 250 members, including 198 councillors representing each of

the wards of the city and 52 other elected representatives, consisting of members of Parliament

and the state legislature. Elections to the council are held once every five years, with results

being decided by popular vote. Members contesting elections to the council usually represent one

of more of the state's political parties. Amayor and deputy mayor are also elected from among

the elected members of the council. Elections to the BBMP were held on March 28, 2010, after a

gap of three and a half years since the expiry of the previous elected body's term, and

the Bharatiya Janata Party was voted into power – the first time it had ever won a civic poll in

the city.

Bangalore's rapid growth has created several problems relating to traffic congestion and

infrastructural obsolescence that the Bangalore Mahanagara Palike has found challenging to

address. A 2003 Battelle Environmental Evaluation System (BEES) evaluation of Bangalore's

physical, biological and socioeconomic parameters indicated that Bangalore's water quality and

terrestrial and aquatic ecosystems were close to ideal, while the city's socioeconomic parameters

(traffic, quality of life) scored poorly. The unplanned nature of growth in the city resulted in

massive traffic gridlocks that the municipality attempted to ease by constructing a flyover system

and by imposing one-way traffic systems. Some of the flyovers and one-ways mitigated the

traffic situation moderately but were unable to adequately address the disproportionate growth of

city traffic. In 2005 both the Central Government and the State Government allocated

considerable portions of their annual budgets to address Bangalore's infrastructure. The BBMP

works with the Bangalore Development Authority (BDA) and the Agenda for Bengaluru

Infrastructure and Development Task Force (ABIDe) to design and implement civic projects.

Bangalore generates about 3,000 tonnes of solid waste per day, of which about 1,139 tonnes are

collected and sent to composting units such as the Karnataka Composting Development

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Corporation. The remaining solid waste collected by the municipality is dumped in open spaces

or on roadsides outside the city.[49]

The Bangalore City Police (BCP) has six geographic zones, includes the Traffic Police, the City

Armed Reserve, the Central Crime Branch and the City Crime Record Bureau and runs 86 police

stations, including two all-women police stations.  As capital of the state of Karnataka,

Bangalore houses important state government facilities such as the Karnataka High Court,

the Vidhana Soudha (the home of the Karnataka state legislature) and Raj Bhavan (the residence

of the Governor of Karnataka). Bangalore contributes three members to India's lower

house of parliament, the Lok Sabha, and 28 members to the Karnataka State Assembly.

Electricity in Bangalore is regulated through the Bangalore Electricity Supply Company

(BESCOM), while water supply and sanitation facilities are provided by the Bangalore Water

Supply and Sewerage Board (BWSSB).

Museums and Galleries

Bangalore Museum

Visvesvaraya Industrial and Technological Museum : The museum was instituted as part

of the centenary celebrations of the engineer-statesman Sir M. Visvesvaraya (1861–1962).

Venkatappa Art Gallery

HAL Aerospace Museum: The Museum showcases the growth of the Indian aviation

industry and HAL for six decades. The Museum is maintained by HAL (one of Asia's

largest Aerospace companies). The museum houses displays of

various aircraft and helicopters, Aircraft engine models, Flight simulators, a mock Air Traffic

Control Tower and exhibit of Indian aviation history.

MITHILAsmita Art Gallery : This art gallery is dedicated to a folk art of India, Madhubani

Painting and is managed by MITHILAsmita Foundation.

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Places of worship

Bull Temple: One of the biggest Nandi idols in the world.

St Patrick's church: Built in 1844 this is one of the oldest churches in Bangalore and is

situated on Residency Road.

Bull Temple: Built by Kempe Gowda I, it is reminiscent of the 16th century Dravidian style

architecture. It has a huge granite monolith of Nandi. This landmark is situated at bull temple

road, Basavangudi.

Shri Nimishamba Devi Temple: This shrine is built in the traditional Parashurama Kshetra

Architectural Style that does not exist anywhere else in Bangalore or its surroundings. This

temple was built with the tremendous help of the devotees of Shri Nimishamba Devi. The

Temple has shrines of Devi Nimishamba, Moukthikeswara (siva), Siddhi Vinayaka,

Saraswathi and Lakshmi Narayana. Chandika Homa is performed everyday in a specially

designed Yagna Shala. Temple location # 93, 12th Cross, Ideal Homes Circle, Ideal Homes

Township, Raja Rajeshwari Nagar,Bengaluru 560 098

Huge Shiva in old Airport Road : Built by owner of Kids Kemp-A retail outlet, is a huge

Idol of Lord Shiva & Ganesha. It is completely made of plaster of paris. It is also a tourist

attraction in recent times.

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Gavi Gangadhareshwara Temple : This is a temple known as Dakshina Kashi. It is a

constructional wonder in that the sunrays will fall on the Shivalinga only on the day

of Makara Sankranthi. There is also a belief that the cave tunnel underneath will lead all the

way to Varanasi.

ISKCON Temple Bangalore: (International Society for Krishna Consciousness) Built in an

ornate architectural style, the Krishna Temple is a blend of modern technology and spiritual

harmony. The 7-acre (28,000 m2) temple is situated on west of chord road, Rajajinagar and

finest fusion of modern and traditional elements of architecture.

St. Mary's Basilica : It is the oldest church in Bangalore and is the only church in the state

that has been elevated to the status of a minor basilica.[3][4] It is famous for the festivities held

during the St. Mary's Feast in the month of September each year, an event that attracts a

number of devotees from in and around Bangalore.

St. Mary’s Basilica: The Oldest church in Bangalore

Infant Jesus Church: Established in 1979 by Rev. Dr. Lourduswamy, the then Archbishop

of Bangalore, the church draws huge crowds on Thursday, the day dedicated to Infant Jesus.

Masjid-e-Khadria: One of the most beautiful mosques in Bengaluru[5], located on Millers

Road, this mosques hosts the prayers on Eid and also hosts the Haj camp.

Others

Bugle Rock {bugle is called Kahale is a massive rock situated in Basavanagudi which is an

abrupt rise above the ground of peninsular gneiss as the main rock formation and with an

assessed age of about 3000 million years.

Forum Mall: It is the first of its kind Malls in Bangalore City and a hotspot for the city's

youngsters. See Also List of shopping malls in Bangalore.

Brigade Road is one of the busiest commercial centers of Bangalore where you can get any

sort of shopping done.

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Brigade Road, Bangalore.

Commercial Street: Another busy commercial centre of Bangalore for getting all sorts of

shopping done.

MG Road, Bangalore: previously known as "South Parade" is the most important landmark

of Bangalore.

Electronics City : The nerve of the Silicon Valley of India.

Lakes in Bangalore : Lakes including Ulsoor lake, Sankey tank, Hesaraghatta Lake,

Yediyur Lake, Nagavara Lake,Hebbal Lake, Madiwala Lake, Kempanbudi Lake, Varthur

Lake etc.

IT Parks in Bangalore : ITPL,Bagmane Tech Park,Manyata Tech Park,Global Village Tech

Park, Kalyani Magnum Tech Park, Electronics City Phase I & II,Embassy Golf Links, Eco

space Tech Park,Prestige Tech Park,Salarpuria Tech Park, Brigade Tech Park, Vrindavan

Tech park.

Sports Attraction: Chinnaswamy stadium

Restaurants and Pubs

Restaurants in Bangalore are the main pastime for most Bangaloreans. Tourists need not

worry as the variety spans not only all Indian cuisines, but there are also a large number of

specialty restaurants. There are numerous methods of finding out the best restaurants

including printed food guides, services such as Hungry Bangalore, and telephone directories.

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Traditional South Indian Favourites include MTR (Lalbagh Road) - famous for its

idlys and silver plates, Vidhyarthi Bhavan — specialty Masala Dosa, Brahmins —

idly,vada out of a garage, and Ganesh Dosa Camp.

Higher end favourites are not limited to the five stars, and there are restaurants for every

palate - from mughalai to south Indian, seafood to sushi.

Pubs in Bangalore - Bangalore is called Pub Capital of India.

Around Bangalore

White Tiger at Bannerghatta National Park.

Bannerghatta National Park is situated 22 km south of Bangalore. This hilly place is the

home for one of the richest natural, zoological reserves. The 25,000 acre (101 km²)

zoological park makes this a major tourist attraction of Bangalore.

Nandi Hills or Nandidurg is a hill fortress of southern India, in the Chikkaballapur district of

Karnataka state. It is located just 3 to 5 km from Chickballapur Taluq, 60 km from

Bangalore. It is 4851 ft (1478 m) above sea level. Nandidrug hill, known commonly as Nandi

Hills, is the source of the Penner, Ponnaiyar and Palar rivers. Nandi Hills gets its name from

an ancient Nandi temple situated on this hill. This temple has a thousand year old sculpture

of Nandi. An ancient lord Shiva and Parvati temple also adorns this hill.

Skandagiri is 75 km away from Bangalore. Trekking point near to Nandi hills.

Kaivara, cave temples 60 km away near Chikkaballapur.

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Omthara Kala Kuteera is located 40 km (25 mi) from Bangalore. Just one hour from the

hustle and bustle of Bangalore, Omthara Kala Kuteera is an oasis of peace and tranquility.

Built as homage to India's ancient culture and its vibrant art, this masterpiece is a monument

like none other. Located amidst 30 acres (120,000 m2) of lush gardens in rustic surroundings,

Omthara Kala Kuteera offers an environment that soothes the soul and energizes the mind. A

visit to Om Thara Kala Kuteera has been described variously by guests as "Heaven on

Earth", "Temple like none other", "Place of Divinity", "Uplifts my Soul", and "Source of

Peace and Happiness". See www.OmtharaKalaKuteera.com for directions and more details

on this remarkable place.

Muthyalamaduvu is a picnic spot near Anekal, 40 km from Bangalore. In the local Kannada

language, Muthyalamaduvu means 'pearl valley' (muthu = pearl and maduvu = valley),

apparently named for its 92 meter waterfall, whose falling water appears to look like drops of

pearl.

Thottikallu is a place 25 km from Bangalore off the Kanakapura road which is famous for a

falls called Thottikallu falls more popularly known as TK falls.

Savandurga is a hill 60 km west of Bangalore off the Magadi road. The hill is famous for

Narasimhaswamy temple and is also believed to be among the largest monolith hills in the

world. The hill rises to 1226 m above mean sea level and forms a part of the Deccan plateau.

It consists of peninsular gneiss, granites, basic dykes and laterites. The Arkavathi river passes

nearby through theThippagondanahalli Reservoir and on towards Manchanabele dam.

Tippagondanahalli Reservoir, also known as T G Halli or Chamarajsagar, is located at the

confluence of the Arkavathy River and Kumudavathi River, 35 km west of Bangalore.

Kanva reservoir is an artificial lake and tourist attraction 69 km from Bangalore and 10 km

from Ramanagara

Wonderla is an amusement park located on Mysore road, 40 km from Bangalore.

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Dodda Alada Mara, a big banyan tree located in Ramohalli (28 km away), is a picnic spot.[7]

Mekedaatu, literally meaning "Goat's Jump", is 110 km away on Kanakapura Road. Nearby

is another tourist attraction, Sangama, where two rivers join.

Pyramid valley is the biggest pyramid shaped meditation hall in the world, along with being

the largest pyramid in Asia website. It stands proud at above 101 feet (31 m). Its base

measures 160 ft (49 m) by 160 ft (49 m) with the main meditation area spanning 25,600 sq ft

(2,380 m2). Maitreya Buddha Pyramid, is the International Centre (Bangalore), of the

Pyramid Spiritual Society’s Movement in Pyramid Valley. It is located 30 km from

Banashankari Temple, 4 km before Harohalli and 1.2 km just after Kebbedoddi bus stop, on

Kanakapura Road. image

Devarayanadurgais a hill station near Tumkur in the state of Karnataka. It is 65 km from

Bangalore. The rocky hills are surrounded by forest and the hilltops are dotted with several

temples including the Yoganarasimha and the Bhoganarasimha temples and an altitude of

3,940 feet (1,200 m). It is also famous for Namada Chilume, a natural spring considered

sacred and is also considered the origin of the Jayamangali river. Another famous temple in

the area is the Mahalakshmi Temple at Goravanahalli.

Srirangapattana : The capital of Mysore under Hyder Ali and Tipu Sultan.

Shivanasamudra Falls

Ranganthittu Bird Sanctuary : a Bird Sanctuary in the Mandya District of the state of

Karnataka. It is a very small sanctuary, being only 0.67 km². in area, and comprises six islets ARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY

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on the banks of the Kaveri River. Ranganthittu is located near the historic town

of Srirangapatna.

Shivanasamudra Falls (also called Sivasamudram) is an island town dividing the Kaveri

River into twin waterfalls, the Gaganachukki and theBarachukki, dropping 90 m. The town is

located 120 km from Bangalore, 27 km from Somanathapura and 80 km from Mysore in the

Mandya district of the state of Karnataka.

Mysore Palace.

Mysore (to be renamed Mysuru) is the second largest city in the state of Karnataka. It is the

headquarters of the Mysore district and the Mysore division and lies about 140 km (87 mi)

southwest of Bangalore.A short distance from Mysore city is the Krishnarajasagar Dam and

the adjoining Brindavan Gardenswhere a musical fountain show is held in the evening. One

of the most visited monuments in India, the Ambavilas Palace (also known as Mysore

Palace) is the center of the Dasara festivities.

Melkote is on the way to Mysore from Bangalore. The place is famous for its Vyramudi

Utsava. The main deity here is "Cheluvarayaswamy-The MahaVishnu". A sacred place for

"Vaishnavites". Also its one of the favourite spots for kannada directors for shooting.

CHAPTER 4

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PROFILE OF THE HOTEL

The Leela Palace Kempinski, Bangalore is set in lush green gardens and beautiful

waterfalls; The Leela is an enclave of tranquillity in what is perhaps one of the busiest cities in

the world.

Located 5 min from international airport, the Leela Bangalore features 256 rooms; apart

from this it also has 5 meeting rooms, a grand ball room that can hold up to 800 guests. It has

specially restaurants, state of the art health spa and exclusive nightspot.

The Leela Palace, Bangalore is the third property of the Leela Hotels and Resorts has

begun operation and already promises to be a landmark in the Garden City. Located on the

Airport Road on a plot of about seven acres, the Leela Palace recreates the architectural beauty

of the Grand Mysore palace in an art – deco form.

The tricking feature of the hotel is its majestic airy coheres at the entrance. With 256

oversized rooms and suites, all connected with high speed broad band connections. Citrus the 24

hour coffee shop, Jamavar the signature restaurant featuring Indian cuisine, Zen the oriental

restaurant and the Library bar. It has also a state of the art Business Centre 25,000 square feet of

banqueting and conferencing facility, the hotel also maintain the highest service standard. Also a

spa centre measuring of 12,000 square feet offers 13 Ayurvedic and Western treatment rooms.

This hotel offers the travellers and the in house guest a new feel of luxury.

The Leela Galleria has rented out a part of the building to their prestigious clients like

Deutsche Software Limited; Swiss Re shared Services (India) Private Limited, Huawei

Technologies India Private Limited and Natsem India Design Private Limited. The Galleria also

features a boutique plaza over 3 floors and contains exclusive world-class boutiques and salons.

This Hotel is affiliated to the specialized hotel booking and marketing company Leading

Hotels of the World which has world wide representation and provides instant access to the

Global Distribution System (G.D.S).

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Our strategy to develop The Leela brand in all major metropolitan cities and a leading

leisure destination in India. Opening the most luxurious hotel in Bangalore will fill an important

need for our hotel group to have presence in the south of India.

The Bangalore hotel is a result of our constant to be an innovative leader in the hotel

industry by constantly improving our products and services, In fact, the only way to remain

being a market leader would be not only to anticipate our guest’ needs but also to exceed their

expectations. With the trained service personnel and team work prevalent in our Hotels, we are

confident to do so in Bangalore as well.”

THE LEELA GROUP:-

Founded in 1957 by Capt. C.P. Krishnan Nair, the Rs.450 crore Leela Group was engaged in the

business of ready- made garments and luxury hotels and resorts.

Background

Behind every institutional lies the vision of an individual. In Capt. Nair’s case, this vision was

flowered, given his unshakeable belief in India’s ability to complete with the best in the world as

an equal. This belief, forced to a large extent during Capt. Nair’s early years as a freedom

fighter in India’s fight for Independence, finds expression in each of the group’s endeavours.

Leela lace Ltd

It was in 1957 when Capt.Nair, after completing his stint in the army, set up a small

handloom unit in suburban Mumbai. Inspired by the handloom weaving industry in cannanore in

kerala, this was the Leela Scottish lace Ltd. India’s first and only lace manufacturing unit in

India

With a commitment to Excellence and innovation, Leela Scottish lace Ltd, grew from its

small beginnings to become the first company to introduce “Bleeding Madras”. Cheese cloth and

gauze fabric to the fashion capitals of the west, specifically the USA. Their run way success was

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reflected in the magic words “Guaranteed to bleed”, which was the key to the popularity of

India’s textile export.

In the early 70’S the company launched its ready made garments unit and today is India’s

premier export house. Since the 80’s the client list of Leela Palace reads like the veritable who’s

who of the American fashion industry. The Gap, Lis Claiborne, polo jeans, Tommy Hilfiger, Van

Heusen.

In the early 80’s Mr. Dinesh Nair, the present Managing Director of Leela Lace Ltd, took

over from his father Capt.C.P.Krishnan Nair. After consolidating the company’s position,

Mr.Dinesh Nair shifted his focus to the American woven sportswear market with emphasis on

fast turnaround and high volume. Rapid growth has continued, and has made Leela Lace the

largest garment exporter to the USA, from India.

Today Leela Lace has 20 Factories with state of art equipment -10 in Bangalore,5 in

Chennai and 5 in Mumbai, with an annual turnover of US$ 75 Million .It is Leela Lace Ltd. the

parent company ,which is the promoter of hotel Leela Venture Ltd

HOTEL LEELA VENTURE Ltd

The Leela Kempinski, Mumbai, The Leela Kempinski, Kovalam The Leela Kempinski,

Goa and Leela Palace Kempinski, Bangalore are three of the hotels in India ,and have also won

considerable international acclaim .For this to have been achieved in 17 short years is nothing

short of remarkable. The Leela Kempinski, Mumbai and Leela Kempinski, Goa are the members

of The LEADING Hotels of the world.

In fact, the Leela Kempinski, Mumbai has received many awards for being the best 5 star

deluxe hotels in India, and Leela Kempinski, Goa was voted the best luxury beach resort in

India. It is also only resort in India to be a member of “The Leading Hotels of the World”.

The Leela Palace, Bangalore opened in 2001, has won “Forbes Best Business Hotel of the year”

in 2001 and “CNN Ultimate Service Award “in the year 2002-2003.And these were achieved in

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Achieving these levels of excellence has been the result of a three pronged business

strategy, best described in the words of Capt. Nair.

“Fundamental to our business is the all pervasive Indian tradition of hospitality.

Secondly, we honour the cultural Heritage of India. Lastly, we operate on the basis of world

class technology, backed up fully by commitment of the Staff”.

Capt. Nair further adds “to be the just better than the others is a minor ambition. To be

great, we have to be the best-by deriving strength from our inner resources”.

Leela Group of hotels bond with the Kempinski group, considered to be one of the most

prestigious hotel groups in the world.

Leela Palace, Goa has been reincarnated as a summer Palace in the glorious tradition of Hampi,

an ancient Indian city of the 13th Century.

Leela Palace, Bangalore recreates the architectural style of the Palace of Mysore in a

modern art deco form.

Spreading the new thrust is Mr.Vivek Nair, Vice chairman and Managing Director of the

Hotel Leela venture, who has been gradually taking the reins of the hotel business from his father

Capt.C.P.Krishnan Nair

There is no doubt that the Leela group will scale heights in the days ahead. Excellence,

Focus, and the Dynamism of a new age will ensure that when it comes to competing with best in

the world, the Leela Group will do so successfully

Recently opened Leela properties:-

The LeelaKempinski , Gurgaon

Strategically located in its NCR regions are The Leela Kempinski, Gurgaon, Delhi NCR and The

Leela Residences Kempinski Gurgaon that bring the finest living for business travellers to India

within a short of her capital. Offering 322 specious rooms and suites and 90 service apartments

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respectively, these are the environs in which you will discover the perfect staying option,

whatever the duration of the stay is.

Profile:

Capt.C.P.Krishnan Nair

Honourable Chairman, The Leela Group of Hotels

HISTORY

The Story of Capt.C.P.Krishnan Nair, Chairman, the Leela Group of Hotels is an example

of a man who climbed the ladder of life, rung by rung, and made it to the top with his ingenuity.

Born on 09.02.1923 in Cannanore, North Malabar-Kerala, Capt.C.P.Krishnan Nair

received his early education at the local Raja’s High school and the govt. Muslim College,

Madras .from 1940- 42, he had a brief stint as a freedom fighter and later as a civilian officer for

two years. He resigned his job in the army to work for the familiarization of his native handloom

weavers association and was responsible for the scientific production and modern marketing

methods of the handloom fabric.

He pioneered the marketing of “Bleeding Madras” and the “Gauze Fabric” which became

a fashion runway in the international markets of U.S.A, Europe and Japan in the 60’s and

70’s.He later set up a unit to produce cotton laces in India with a Scottish collaboration.Leela

Lace is now the premier export house in the country that manufactures garments for export.

Capt.C.P.Krishnan Nair built the Leela Mumbai near the international Airport which has

won him many accolades since its opening .He was the first in India to think in terms of a super

Luxury Beach resort – ‘The Leela Beach, Goa’ which was awarded the ‘Best Luxury Beach

resort’ by Hotel and food service Review. The resort underwent major architectural

modifications and reopened as the Leela Palace, Goa in October 1998. Capt.C.P.Krishnan Nair’s

contribution to the development of India’s tourism and hotel industry has won him many

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personal awards- the Pride of India Gold Award, Shiromani vikas Award, Goa Rattan Gold

Award., Vikas Rattan award and Glory of India International Award.

He has also received awards for his contribution towards environmental issues. The

Mumbai Civic Award was awarded to the Leela for putting in tremendous and consistent efforts

in greening and beautifying the entire area near the International and Domestic airport. The

entire area is dotted with thousands of rare plants, trees and exotic flowering plants.

Capt.C.P.Krishnan Nair was also awarded the International Hotel and Restaurant Association’s

“GREEN HOTELIER” award in 1996 for the landscaped gardens and environment friendly

methods developed at The Leela Palace, Goa .The 6th world Wilderness congress also presented

him with the “Corporate Environmental Achievement” Award in 1998

In 1999.Capt.C.P.KrishnanNair was awarded the prestigious United Nations Environment

Programme Award- the Global 500 Roll of Honour. It is the highest award given to supporters of

the environment movement. It was conferred on him by Mr.Kenji Manabe, the Minister for

Environment, for his personal contribution to greening parts of suburban Mumbai at a glittering

Ceremony held in Tokyo, Japan.

Capt.C.P.Krishnan Nair joined the ranks of several distinguished people across the world

like former president of U.S.A- Mr. Jimmy Carter, former Prime Minister of U.K –Mrs.

Margaret Thatcher, Gro Harlem Brundtland- Former Prime Minister of Norway. Another unique

personality who received the award along with Capt.C.P.Krishnan Nair is Mr.Toyata,Chairman

of the Toyota Motor Company.

HONOUR

Capt.C.P.Krishnan Nair was recently nominated to the highest governing body of Pacific

Asia Travel Association (PATA) – Board Directors. He I also the founder and Executive

Committee member of the Hotel association of India an apex body guiding the hospitality

industry in India He is also been appointed to the board of trade which advices the government

of India on matters ,policies and strategies for increasing exports.

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LANDMARKS

KEY DATES IN THE LEELA HOTELS

1923: Hon. Chairman Capt C. P . Krishnan Nair was born in Cannanore, Kerala

1942: Hon. Chairman Capt C. P . Krishnan Nair joined the army

1950: Hon. Chairman Capt C. P . Krishnan Nair resigned from the army and joined the family

business

1957: Leela Scottish Laces in Mumbai

1986: The Leela Mumbai, a 423 room hotel opened. First Luxury hotel to open in North

Mumbai

1990: The Leela, Goa, a 137 room luxury hotel opened. Built on the lines of 13th Century Vijay

Nagar Empire of Hampi

1999: Hon. Chairman Capt C. P . Krishnan Nair elected to the Global 500 Roll of Honour, the

United Nations Environment Program

2001: The Leela Palace, Bangalore, a 256 room hotel opened. Built on the lines of Mysore

Palace, in Art-Deco form

2001: The Leela Palace, Bangalore was elected by Forbes as one of the Best New business

hotels of the world

2003: The Leela Palace, Bangalore won the coveted “CNN Ultimate Service Award” in the

Indian Sub-Continents

2005: The Leela Kovalam, a 190 room resort. Built on a rock face cradled between white

sweeping beaches with the stunning view of the famous Kovalam coastline

2005: Winner of the International Five star Diamond Award, 2005 for The Leela Group

conferred by The American Academy of Hospitality Sciences

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2007: Kerala Ratna Award Conferred by The Global Kerala Initiative for Capt. C. P. Krishnan

Nair for his sterling contribution for infrastructural facilities in Tourism, Handloom and

Information Technology

2007: ‘The Lifetime Achievement Award’- The most striking award, announced for the first

time in the world by WTA, was conferred to the Hon. Chairman of The Leela Group of

Palaces, Hotels and Resorts, Capt. C. P. Krishnan Nair for his unparalleled contribution

to the Hospitality Industry

2007: The Leela Palace, Bangalore adds 100 rooms to become 357 rooms property.

2007: Forbes honours The Leela Palace Kempinski, Bangalore’s Jamavar Restaurant amongst

World’s top ten power dining spots

2007: The Leela Palace Kempinski, Bangalore was awarded for the most luxurious treatment in

the luxury hydro bath and precious hot stone massage at The Pevonia Asian Spa Award

held in Mumbai

2007: Forbes ranks The Leela Palace Kempinski, Bangalore as one of the hottest wedding

destinations in India

2008: Forbes ranks The Leela Palace Kempinski, Bangalore featuring in the coveted Conde’

Nast Gold List 2008. The list, which features the crème de la crème players of the

hospitality industry, lists Leela Bangalore in the Best Rooms’ category among the young

Hotels

2008: The Leela Palace Bangalore wins India’s Leading Business Hotel for the second year in a

row at WTA, Shanghai

2009: Captain C. P. Krishnan Nair, Hon Chairman, has been awarded the prestigious Lifetime

Achievement Award by CNBS Travel Award 2009

2009: The Leela Palace Bangalore wins India’s Leading Business Hotel for the Third Year in a

row at WTA London

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KEMPINSKI HOTELS AND RESORTS

Founded in Germany 111 years ago, Kempinski Hotels has long reflected the finest traditions of

European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world’s most well known cities and resorts, the Kempinski collection

Includes hotels in the grand manner, pace-setting modern establishments and older hotels of

Individual charm. All blend gracefully into their surroundings and offer luxurious

accommodation, superb cuisines and unrivalled facilities- complemented by impeccable

LEELA ’ S OBJECTIVES

Hoteliering starts with innovation, continues the search for the excellence, and finally

celebrates perfection. These are precisely the three pillars on which The Leela group has built its

reputation.

1 INNOVATION ,EXCELLENCE ,PERFECTION

HOTEL’S PHILOSOPHY

Atithi Devo Bhava

Our Guiding Emotion

Service from the Heart

MISSION STATEMENT

1. The Leela Palace, Bangalore will be the first choice hotel within India for the discerning

business and leisure traveller.

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2. We will achieve market dominance by providing the finest in personal service

3. And facilities to one guest.

4. One food & beverage & spa concept will reflect innovative and creativity.

5. We recognize one’s responsibility to conscience the environment& support

6. Local community.

7. One philosophy & core values provide the platform upon which employees

8. Will excel & grow personally & professionally.

VISION OF LEELA

1 Our hotel with be the best employer in the industry having zero tolerance for

2 Deviation from our core values.

3 We will be the leader in developing new products and services

4 We will be the landmark hotel in Asia by 2006

CORE VALUES

1 People

2 Team work

3 Product quality

4 Innovation & continuous improvement

5 Customer satisfaction

6 Profitability

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THE LEELA PALACE KEMPINSKI

BANGALORE

Launched on 13th August, 2001

Built in an art-deco form drawing inspiration from the architectural style of the Royal Palace of

Mysore and the palaces of Vijayanagar Empire, its copper domes, arches and ornate ceilings

reflect the grandeur of palaces of a bygone era

Total Area of the hotel: 7 acres

Designed by:

Address 23 Kodihalli Road, Bangalore 500 008

Telephone Number 080 2521 1234

Fax Number 080 2521 2222

Fax Number – Royal Club 080 2521 4444

Fax Number - Resv 080 2521 7234

To dial Room no 2 and the room room

E-mail address reservations.bangalore@theleela.com

Web Address www.theleela.com

F.O Email Add dm.bangalore@theleela.com /

royalclub.bangalore@theleela.com

DISTANCE FROM

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The Airport: 3 kms /1.5 Miles

The Railway Station: 10 kms

Nearest Heliport is 1.9 miles away from the Hotel

PROPERTY INFORMATION

- Convenient location equidistant between the airport and city center

- Ambience – Palatial, built on the lines of the Mysore Palace

- Rooms – now open 352 rooms

- Suites – 29

- Twin Beds – total inventory 49 twin rooms

- King Beds – total inventory 303 king rooms

- Handicapped Room – 2

- Floors – total floors 6

- Club Floor – 5th and 6th Floor

- Royal Club Lounge on the 5th Floor

- Fine Dining Restaurant on the 5th Floor

- Cigar bar and Billiards room on the 6th Floor

- Guest Elevators – now operational 3 – total elevators 4

- Non Smoking Rooms – 1st Floor –Yes

- Private Dining – 24 hours

- 24 hours Business Center

- Parking Lot – 300 spaces – No charge

- Pets Allowed – No

- Restaurants – All day dining Multi-cuisine, Indian Specialty, Pan Asian, French

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- Bar – Library Bar

- Swimming Pool – outdoor with Jacuzzi

- Banquet Halls – 8 including two ball rooms

- Landscaped Gardens

- Health Club and Spa

SERVICES

- Laundry/Express service

- Wheelchair

- Doctor/Medical Facility

- Valet Service

- Butler Service

- Ironing Service

- Concierge – International/Domestic Ticketing

- Babysitter

- Multilingual staff

- 24 hours security on site

- Sightseeing arrangement

- Shoeshine service

- Safe deposit box

- Complimentary newspaper

- Complimentary fresh fruits

- Welcome drink on arrival

- Currency Exchange

- 24 hours housekeeping service

- Concierge provides a library of movies on DVD’s for Guest’s pleasure

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Concierge also helps in retrieving lost baggage on flight

SERVICE TAX

Internet Rooms: 24.36%

Internet Public Area: 32 %

Spa Tax: 32.36%

Concierge Service tax: 12.4%

Business Centre Hall Rental: 20+22%

Business Centre: 12.24%

F& B Tax: 12.5%

DIRECTION

-From North

N*4 Till Cunningham Road, Exit to M.G. Road, Exit

At Airport Road, Sight Hotel On The Left Hand Side.

-From East

N*4 Exit Hosur Road, Turn Right To Richmond Road Circle, Exit

On Airport Road, Sight The Hotel On The Left Hand Side.

-From South

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From Hosur Road, Exit Onto Richmond Road Towards

Airport Road, Sight The Hotel On The Left Hand Side.

-From West…

From Mysore Road, Exit onto Richmond Road Towards

Airport Road, Sight the hotel on the Left Hand Side

PLACES OF INTEREST IN AND AROUND THE HOTEL

1. The Leela Galleria

Located on premises itself offers a range of shops, from Jewellery to clothes to signature shops

of Hidesign and Daks,Parcos,Oxford Book Store,Mont Blanc etc.

Amber Artefacts – A store that carries an exclusive range of glassware, paper products,

accessories, semi-precious jewellery, linen, brassware and more. There is a gift here for any

occasion.

Shristi - Shristi has a rare collection of antique jewellery & reproductions by master craftsmen

from all over India. Precious stones are set in 22 & 18 ct gold in a range of necklaces, earrings,

bangles, rings etc. Customized orders are also undertaken.

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Kashmir corner – The 5 Kashmir shops in the corner of the B level in the Galleria houses the

world famous pashmina and jamavar shawls. The shops also store some of the finest silk with

hand made Kashmir embroideries, entire section of handicraft products, elegant silver and other

precious jewellery.

Lokesh Ahuja – The label has a line of men’s and women’s wear in linen, cotton and blended

fabric. The garments are custom made and ready to wear.

Club Mahindra Resorts –

Mogra – Named after the Indian Jasmine, which signifies beauty, sensuousness and vibrance,

each piece of clothing is labour of love and creativity. Imagination and skill combine to create

beautiful ensembles and evoke you to own an apparel.

Albion Travels - With more then two decades of successful experience in the travel industry and

recognized by IATA and members of the Travel Agents Association of India; the services

include: Domestic & International ticketing, passports, visas, corporate tours, holiday packages

& foreign exchange.

Amoeba - A fun filled sports enthusiasts’ entertainment center. A built in restaurant, virtual

reality floor with games and a three-lane bowling alley. Here les a complete entertainment zone

guaranteed in “changing the shape of fun”.

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Anokhi – Started in 1970 to foster Jaipur’s recorded block printing tradition that dates back to

the 18th century. With blocks are hand crafted from teak and hand mixed in vegetable dyes the

garments are known for its international consistent quality, style and affordability.

Athena – A final destination for all insomniacs in Bangalore, Mumbai’s swankiest club makes

its formal debut at The Leela Galleria. A sprawling dance floor coupled with a restaurant

specializing in Mediterranean/Greek cuisine, the redefined décor and large space will definitely

make it the most desirable venue in the city.

Barista – Be it after a long shopping spree of to just hang out with friends stop in at the coffee

retail house for a hot Cappuccino or ice-cold frappe where you “can’t hurry a cup of coffee”.

Abu Jani-Sandeep Khosla – The designer’s designer who are the first names to gain

international success. They have dressed Bond Girl Sophie Marceau in “The World is not

Enough” to Dame Judi Dench for her Oscar acceptance in 1999. The pair are fore runners when

it comes to re-inventing traditional Indian arts such as Zardosi and Chikan.

Reebok International – A leading worldwide designer and marketer of sports, fitness & casual

apparel and footwear.

Svisti Leela – An exclusive linen store where draping homes is a passion. The designs of life,

vibrancy of colours, a symphony of craft – a rare assortment of fabric celebrating itself.

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Manoviraj Khosla – One of the country’s leading designers, his entire range is trendy and

youthful made of the finest fabrics to ensure they look new even after years of use.

Daks – This British apparel brand has won the patronage of the British Royalty and is a tradition

dating back as far as 1894. The range today incorporates traditional British style with innovative

designs. It is a combination of legendary tailoring skills with the latest fashions.

Ganjam Nagappa – A story that began 200 years ago, they have carved a niche for themselves

as masters in precious gems and Karnatic jewellery. Today they craft jewellery that incorporates

the traditional to meet the requirements of the contemporary woman.

Hidesign – Nurtured and nourished the traditional method, you can recognize the best leather by

its glow. Choose from a vast range of products built to give years of pleasure made and crafted

the forgotten way.

Jhan Brothers – Dealers of handmade, hand knotted silk and woolen carpet, pure pashmina

shawls and a range of impeccable artifacts, this is the place to find a mixture of creativity, culture

and refinement.

Khanate– A house of exclusive custom made suits, Khanate cater to a niche of discerning

clientele who want service of the highest quality and international standards. Choose from a

range of hand made suits, casuals, club wear, Indian ethnic wear and exclusives designed by

Ayaz.

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Mont Blanc – A name and establishment of old age repute, this is laden with pens. Watches,

cuff links, money clips, leather goods and fragrances. Each and every piece is hand crafted by

master craftsmen who take infinite pride in their work and each piece is a unique expression of

individuality and holds the emotions of its creator.

M & W - This salon has a full range of relaxing beauty treatments for men and women;

nurturing a unique bond with the client by enhancing their total well being. The peerless

customer service, advanced technical expertise, commitment to community spells an art of

pampering redefined.

Oxford Bookstore – A book lover’s paradise, this one stop store will satiate your appetite. One

can browse through a wide selection of books catering to any subject be it art, Music, Cuisine,

Décor, Politics, Biographies ….the list is endless.

Parcos – A perfumery of international standards with international brand of fragrances, skin care

and make up brands like Clarins, Shiseido, Elizabeth Arden and Nina Ricci. Complimentary

consultation by well trained skin care consultants for both men and women are provided.

Spiritz – This exclusive shop features the finest selection of liquor labels from all around the

globe.

Taamara – The “lotus” a gift store with a difference. Uniquely crafted items from the depths of

India beyond any comparison. An ethnic aura envelopes even the simplest of forms making each

item truly a collector’s delight.

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Mahindra Holidays – Leisure for a lifetime, with the objective of enriching and enlivening

people’s lives Club Mahindra endeavors to make every holiday you take an enjoyable and

unforgettable experience.

2. Vidhana Soudha – Situated in Dr. Ambedkar Veedi Road, Neo Dravidian style of

architecture is Bangalore’s white house. Built by Charismatic Kengal Hanumanthaiya,

Chief Minister Of Mysore 1951 – 1956

3. Bangalore Palace – Inspired by London’s Tudor Style Windsor Castle set on 430 acres

built up to an area of 45000 sq ft.

4. Visveswaraiah Museum – Industrial and Technological Museum

5. The Bull Temple

6. Government Museum – one of the oldest Museum in India, built in 1886

7. ISKCON- Located in Rajaji Nagar

8. Shiva Statue – 65 feet high depiction of Lord Shiva Statue

9. Big Banyan Tree– spread over 400 acres and 400 year old tree figures in the record books

for being the Largest such tree in the world.

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OFF PREMISES

- Outdoor tennis court

- Squash

- Golf driving Range

- Bowling Ally

- Discothèque

- Pubs

- Beauty/Health Cure facilities

***all the above areas are within 10 min drive from the hotel****

ATTRACTIONS

Landmark/Place of Interest

Within 10 minutes walk from the hotel

a. Deustche Software

b. Huwaei Technologies

c. National Semiconductors

d. Intel Corporate Office

e. Swiss Re

f. IBM

g. ELF Gas

h. KGA Golf Course

i. Texas Instruments

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Within 10 minutes drive from the hotel

j. Silicon valley – Whitefield

k. Indian Space Research Organization

l. Aerospace Companies

m. Confederation of Indian Industries – CII

Within 20 minutes drive from the hotel

n. Cubbon Park & Aquariums: oasis of greenery in the heart of Modern Bangalore.

o. Bangalore Golf Course

p. Main Shopping Area – MG Road

q. Financial Institutions

r. International Technology Park

s. Chamber of Commerce

Within 30 minutes drive from the hotel

t. Central Cottage Industries Emporium

u. Venkatappa Art Gallery

v. State Museum

w. Aquarium

x. State Legislature – Vidhana Souda

y. Lal Bagh Gardens: Named because it was once only filled with Red roses. It was

planned by Haider Ali in 1760

z. Tippus Summer Palace : Located in Albert Victor Road

aa. Government Secretarial Offices

Around Bangalore

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Mysore Palace

Nandi Hills

Bannerghatta Wild Life Sanctuary : 25 km on the outskirt ofBangalore

Chamundi Hills

omnathpur

Vrindavan Gardens

Shrirangapattanam

Shimsha/Shivanasamudra (Power Generation Unit)

Biligiriranga Hills Wild Life Sanctuary

FOOD AND BEVERAGE OUTLETS @ THE LEELA PALACE

CITRUS – All Hour Dinning / Coffee shop

Graphics Designed by:Complimentary breakfast for In-house guest above deluxe room category

Meaning of the name Full of youthfulness, an atmosphere that breathes in its

livelihood, its surroundings “fresh” & zesty with lot of

sunshine & brightness.

Location North Wing at the lobby level

To note Dress Code – Semi Casual/Formal

Number of Seats 210

Indoor – 100

Outdoor – 110

Cuisine 24 hours Brasserie offering Multi-cuisine specialty

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Entertainment - World music

- Live band performance on Sunday Brunch – Harvest

moon

Attractions of the menu Offers multi-cuisine specialty, Mediterranean

specialty & fire wood hot pizzas with an emphasis on

Italian Cuisine, Indian and Continental

Hours of Operation 24 hours

Concept - Show kitchen focuses on the Visual aspect of food

production.

- The restaurant has an option of outdoor and indoor

seating.

- Eclectic / Modern Decor

FOOD PRESENTATION RATES

Breakfast Rs. 690/ AI

Kids breakfast Rs. 460/ AI

Salad buffet ( Soup, Salad and Dessert) Rs. 600 /AI

Lunch Buffet Rs. 850 / AI

Kids Lunch Buffet Rs. 600 / AI

Seafood Buffet - Wednesday Rs. 2000 / AI

Sunday Brunch Rs. 2000 / AI

Kids Sunday Brunch Rs. 1250 / AI

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Mediterranean - Friday Main Course rate & Comp with salad and dessert

JAMAVAR – Indian Specialty Restaurant

Rated as one of the World’s best dinning Venue by FORBES MAGAZINE

Meaning of the name A weaving pattern originally woven with fibres drawn out of

the underside of a mountain sheep. The French adapted the

teardrop pattern developed in Kashmir and it took the name of

the city where it was developed – “Paisley”.

Location North wing at the Lobby level

To note Dress code – Smart casuals / Formals

Number of covers 110

Indoor – 58

Outdoor – 52

Cuisine North Indian 60% and South Indian 40%

Entertainment Channel music

Option for live performance has been provided.

Reservation policy - Advised reservation of tables.

- Reservation would be held up to 30 minutes after the time of

booking.

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Attractions of the menu Salmon ke Kebab, Murg Methi Malai, Lobster Neerulli

Timings Lunch – 1200hrs to 1500hrs

Dinner – 1900 hrs to 2330 hrs

Concept - Theme would focus on India’s finest culinary offers with

maharaja style service.

- Show-kitchen with tandoor and grill would focus on the

visual aspect of food production.

- The intricately designed Maharaja table overlooking the

show kitchen would be the benchmark in traditional Indian

hospitality.

- The walls would be adorned with Jamavar shawls.

- The menu would offer 60% North Indian and 40% South

Indian food.

- The restaurant would have an option of outdoor and indoor

seating.

ZEN – Pan Asian Restaurant

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Meaning of the nameZen is a way of life. The teachings of Buddhism, which started in India,

traveled through South East Asia including China, Korea, Thailand and

finally reached Japan.

The food at Zen resembles this journey.

Location North wing at the Lobby level

To note Dress code – Smart casuals / Formals

Number of covers 148

O-Level– 30

Raised Dining-36

Mezzanine Floor-36

Garden Facing – 28

Sushi Bar – 06

Yakitori ( Satay)– 06

Bar – 06

Cuisine Pan Asian

Entertainment Lounge and World Music

Telephone extension 1520/1523

Reservation policy Advised reservation of tables.

Reservation would be held up to 30 mins. After the time of booking.

Attractions of the menu Live Teppanyaki (hot counter – like open kitchen) , Sushi, Yakitori and

Noodle counters. Korean BBQ, Dim-Sums and Oriental Teas served

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ceremoniously. Thai, Chinese, Japanese and Korean cuisines.

Timings Lunch – 1200 hrs to 1500 hrs

Dinner – 1900hrs to 2330 hrs

Concept Theme would focus on simple yet elegant setup.

Live counters to give the guest a feeling of being at home and the

food being cooked as per his preference.

At the Korean BBQ (8+4+4) guests get to prepare the meal on their

own.

The interiors reflect light, space, symmetry, color and movement.

The Menu has been designed on the concept of the five natural

elements i.e. Earth, Water, Fire Wood and Metal.

The restaurant would have an option of outdoor and indoor seating.

Special Chinese menu for lunch featuring varieties of Dim-Sum and

hand picked rare Oriental Tea.

FOOD PRESENTATION RATES

Seafood Buffet - Thursday Rs. 2000 AI (Sushi, Dimsum, Seafood, Satay, Salad, Soup, Main

course, Dessert)

Sunday Brunch Rs. 2000 AI (Mangolean, Korean, Thai,Chinese, Japanese and Indian)

Sunday Brunch - Kids Rs. 1000 AI

LIBRARY BAR

Meaning of the name Symbolical to the old English lounge wherein the guests can relax in

sheer luxury over their favorite martini and cigar. The bar displays a

collection of valuable collector’s books and antiques.ARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY

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Location Lobby level

To note - Guests below 20years would not be permitted into the restaurant.

- Dress code – Smart casuals / Formals

Number of covers 54

Bar counter – 6

Seating – 48

Entertainment Channel music

Option for live performance has been provided.

Reservation policy Not encouraged

Attractions of the menu International Martinis, Single Malts, Cigars

Timings 1100 hrs to 2330 hrs

Concept - To market the place in terms of its ambience as a lounge

meant for relaxation.

- An upbeat place for connoisseurs in Martinis & Cigars

- The bar provides an array of imported liquor, the selection

comparable to the best in the world.

- Serves light snacks, which complement the selection of drinks.

FINE DINNING – THE ROYAL CLUB

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Location 5Th Floor

To note

Number of covers 22, Patio -12+12

Cuisine Authentic contemporary French Cuisine.

Entertainment Channel Music

Telephone extension 1540

Reservation policy - Advised reservation of tables.

- Reservation would be held up to 30 minutes after the

time of

booking.

Attractions of the menu French Cuisine.

Timings 0630 hrs to 1100 hrs and1845 to 2330 hrs

Concept

ROYAL CLUB LOUNGE

Covers: 22

Operations: 24 hours

Especially for Royal Club & Suite guest

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Plasma Television

Our exclusive services include:

Use of Royal Club floors consisting of Club Lounge, The Dining Room, Champagne

Room, Cigar Room, Billiard Room, Board Room and Meeting Room. The Cigar, Billiard

and Champagne Rooms have been creatively fashioned to pamper our Royal guests

anytime between 1800 hrs and 2330 hrs (weekdays) and between 1100 hrs and 2330 hrs

(weekends).

The membership is for the use of the member. The spouse has to be accompanied by the

member- and cannot come alone or with friends.

For guest Rooms and Suites used by the members, there would be no supplement for

double occupancy. Extra bed charges for children will not be levied.

Personalized check-in and check-out on the Club Floor.

15% allowance would be extended in all the Restaurants and Lounges in the Hotel and on

laundry services for non-resident guests

20% allowance would be extended in off season (May to August) and 15% allowance in

peak season (September – April) on the printed tariff.

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Automatic Suite or Room upgrade to the next higher category.

2 hours complimentary use of a Meeting Room on the Club Floor.

Daily themed elegant canapés and light snacks, between 11.30 am. and

1.30 pm.

Traditional English afternoon high tea, served between 3.00 pm. and 5.00

pm.

Evening cocktails, wines and aperitifs served with Amuse Bouches based

on the food themes at our other restaurants, between 6.00 pm. and 9.00

pm.

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

9.30 pm. And 11:00 p.m.

ROYAL CLUB BOARD ROOM AND MEETING ROOMS

A) THE CHAMPAGNE ROOM

This grand private dining room which seats up to 12 persons will give our Guests and members,

the ultimate in luxury and style. Situated as part of the main dining room, Bangalore’s largest

selection of Wines and Champagnes are featured.

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B) THE BILLIARD AND CIGAR LOUNGE

“The cigar room” is an ultimate cigar lover’s paradise. All the senses will be flattered; the scent

of matured tobacco leaves, the aromas tickling the palate, the beauty of the interiors the soft

musical tunes and the feel of the material used within the palace will ensure that the guest feels

that they were in heaven.

“The billiards room” will offer the guests waiting to play more options and enjoyment. In

addition, cocktails will be served ranging from Martinis to Mojitos between puffs of Monte

cristo.

C) BANQUET SPACE AT ROYAL CLUB

Venue

Dimensio

n

Area

SqFt

Seating Capacities

Theatr

e

Class

Room U-Shape

Board

Room

Recepti

on

Banque

t

Sit

Down

Royal Club Board

Room 28x25 700 - - - 16 - 16 -

Pre-Function 28x14 392  - - - - 04 - -

 Total 1092

Nithya 30x28 840 70 25 16 16 30 40 30

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Roshni (Pre Set) 30x14 420 - - - 12 - 12 -

Dhwani (Pre Set) 23X21 390 - - - 12 - 12 -

RECREATION

On Premises

- Outdoor swimming pool

- Jacuzzi

- Massage

- Fitness Center

- Jogging Track

- Aerobics

- Yoga & Meditation

SWIMMING POOL

Location: Lobby Level/ One touch button in the lift called “SPA/ POOL”

Operational hours: 0630 to 2130 hrs

Depth: 4 feet

Member’s Guest

– Mon to Fri /

Annul

Membership

Monthly

Membership

Single 500+ tax / 1000

+ tax

35,000 + tax 7,000.000

Couple or 2 50,000

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person

Family 65,000

GYMNASIUM

Location: -2 Levels / Basement/ One touch button in the lift called “SPA/ POOL”

Operational Hours: 0600 hours to 2200 hrs

AEROBICS YOGA

Operational Hour 0730 -0830 hrs 0600 – 0715 hrs (Mon

– Sat)

1830 – 1930hrs

Instructor Mr. Bobby Mr. Sajeeb Nagesh and Lokesh

Charges Rs. 250+ tax

per day

Rs:300+ 32.36 tax =

Rs.397 AI per day

SANUS PAR AQUA - SPA

Membership

Annul Membership Off Peak Annual

Membership

(Mon to Friday -

Monthly

Membership

Off Peak

Monthly

Membership ARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY

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0800 – 1700 hrs (Mon to

Friday -0800

– 1700 hrs)

Single 1,20,000.00 90,000.000 15,000.000 9,750.00

Couple or 2

parson

2,00,000.00 1,50,000.00 22,000.00 16,500.

00

Family 2,80,000.00 2,20,000.00

Corporate 1,20,000.00

Remarks This entitles the member to use the

gym, steam, sauna and pool

20% discount on all A’la Carte

treatments for members only

Corporate- 2 memberships will

receive a 5% discount on either

annual, monthly or off peak rates

3-10 memberships will receive a

10% discount on either annual,

monthly or off peak rates

This entitles the

member to use

the gym, steam,

and sauna.

This entitles

the member to

use the gym,

steam, sauna

and pool

20% discount

on all A’la

Carte

treatments for

members only

This entitles

the member

to use the

gym, steam,

and sauna.

Daily Date Of Recreation Facilities

Area Rate

Gym 1000 + tax

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Pool 500 + tax

Wet Area 1200 + tax

Children under 5 yrs No Charge

Children 5 to 10 yrs 500 + tax

Children above ten yrs 1000 + tax

The management reserves the right to amend any price change without prior notice

ROOMS

Room

CategoryCode

Area in

Sq. Ft.

Total

No.

Rack Rate

INRUS

D

Deluxe

KingD1K 534 77

1500

0450

Deluxe

TwinD2T 534 20

1600

0470

Conservator

y KingC1K 534 44

1650

0480

Conservator

y TwinC2T 534 4

1750

0500

Royal Club

KingA1K 534 67

2100

0600

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Royal Club

TwinA2T 534 9

2300

0650

Royal Club

Premiere

King

B1K 725 911900

0540

Royal Club

Premiere

Twin

B2T 725 162000

0560

Executive

SuiteCJ1 1068 8

2700

0725

101,133,233,239,333,339,433,4

39

Royal Club

SuiteCS1 1200 5

3000

0775 539,633, 639, 650, 652

Turret Suite BJ1 1450 83500

0875

150,152, 250, 252, 350, 352,

450, 452

Tower Suite BS186.45sq.

m5

4000

0975 180, 280, 380, 480, 580

Royal Suite AS1 2484 27200

0

165

0305,315

Presidential

SuitePRE 2774 1

9500

0

350

0550

TOTAL     357    

US Dollar tariffs are applicable to all foreign nationals and Non – resident Indians.

US Dollar tariffs are converted into local currency at the applicable time of billing.ARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY

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Tariffs are subject to 12`% Luxury tax on the published tariff.

Tariffs and taxes are subject to change without notice.

Room Description

D1K – Deluxe rooms offer 1 king or 2 twin beds 534.45 sq.ft. with balcony offering spectacular

tropical rock garden or pool views. Furnished with a writing table, chairs, sofa, armoire and walk

in wardrobe. Luxurious marble bathroom with walk in shower cubicle and bathroom amenities.

All rooms have personal electronic safe, dual line telephone with voice mail and data port

connectivity.

C1K – Conservatory rooms offer 1 king bed 534.45 sq.ft with balcony offering spectacular

tropical rock garden views. Furnished with a writing table, chairs, sofa, armoire and walk in

wardrobe. Luxurious marble bathroom with walk in shower cubicle and bathroom amenities. All

rooms have personal electronic safe, dual line telephone with voice mail and data port

connectivity. *

C1K – Conservatory Premiere rooms offer 1 king bed 703.95 sq.ft with balcony offering

spectacular tropical rock garden views. Furnished with a writing table, chairs, sofa, armoire and

walk in wardrobe. Luxurious marble bathroom with walk in shower cubicle and bathroom

amenities. All rooms have personal electronic safe, dual line telephone with voice mail and data

port connectivity. *Largest room of this category in the city*

CS1 – Executive Suite 1068.85 sq.ft with balcony overlooking the swimming pool. It has a large

lounge area complete with plush sofa seating, TV, DVD and stereo entertainment system. It is

furnished with a separate bedroom with twin wardrobes and balcony attached to the bedroom.

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Luxurious marble bathroom with walk in shower cubicle, bath tub and bathroom amenities. It

has a modern interior finish with Indian art pieces and paintings.

BJ1- Turret Suites – 1450 sq ft with the balcony overlooking the plush garden. Currently a 1

Bedroom Suite which can be converted to a 2 Bedroom Suite as there is the provision of an

interconnecting room if required..Kichenette attached. Separate Living area with a Pantry and

Washroom attached. The Bedroom has a master Bathroom attached with walk in shower cubicle,

bath tub and bathroom amenities.Walk In wardrobe attached to the bedroom. Large personal

safes that can accommodate valuables including a lap top computer.

A1K-Royal Club Rooms offer 1 King or 2 Twin beds 534.45 sq.ft with the balcony offering

either a spectacular tropical rock garden view or the view of the luxurious swimming pool.All

rooms have DVD Players with selection of DVD’s.Large personal safes that can accommodate

valuables including a lap top computer.24 hour Laundry,dry cleaning and pressing of garments.

Exclusive Use of the Royal Club Lounge situated on the 5th Floor.

All the Royal Club Rooms are located on the 5th and 6th Floors of the hotel.

Additional features of the Royal Club

- An exclusive Lounge located on the 5th Floor of the hotel

- Personalized stationary

- Round the clock personalized Butler Service

- A 24 hrs self service Business Center

- Five food and Beverage Presentations in the Royal Club Lounge

- Evening cocktails, wines and aperitifs served with food themes from our restaurants

served at the Lounge.

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- Refined liquors and spirits served during the latter half of the evening in the Lounge

- DVD player in all the rooms

- Stereo entertainment in all the rooms

- Choice of International Newspapers

- French Specialty Restaurant

- Cigar Lounge

- Billiards and Sports Lounge

- Champagne and wine lounge

- Facility for express check in and check out

- Complimentary service of tea/coffee throughout the day.

CS1- Royal Club Suite 1200 sq ft with balcony overlooking the swimming pool. It has a large

lounge area with sofa seating,TV,DVD and stereo entertainment system. It is furnished with a

separate bedroom with twin wardrobes and balcony attached to the bedroom. Luxurious marble

bathroom with walk in shower cubicle, bath tub and bathroom amenities. The Suite has its own

walk in wardrobe attached to the Bedroom.Two, two line telephones with data ports and two

single line telephones in the bathroom. Long range cordless telephones in all the suites. Round

the clock personalized Butler service. Five Food and Beverage Presentations in the Royal Club

Lounge

Breakfast – The restaurant

Afternoon Canapes and Light Snacks

Traditional English High Tea

Cocktails and Hors d’ouevres

Chocolates and Cordials

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AS1 – Deluxe suite 2484.30 sq ft with balcony overlooking landscaped gardens. It has a large

lounge area complete with plush sofa seating, TV and stereo entertainment system, It is

furnished with a six seater dining table, separate bedroom, pantry and powder room in the living

room. Luxurious marble bathroom with walk in shower cubicle, bath tub and bathroom

amenities. It has a modern interior finish with Indian art pieces and paintings.

PRE -The Maharaja Suite - The 2774.40 sq ft Maharaja Suite located on the 5th floor offers a

panoramic view of the inner courtyard with lush gardens and the mist covered waterfalls.

In the Maharaja Suite, the living room offers seating capacity for 16 guests, a well appointed

work desk, a fine seated dinng area for 10 people and a fully equipped pantry accessible to

service staff for private dinners. The Bathroom attached to the spacious master bedroom has a

double vanity counter, a separate shower cum steam cubicle, a Jacuzzi and a separate WC

cubicle. A walkin closet attached to the bedroom offer additional space.

Should the resident so desire and additional bedroom can be included in the configuration of the

suite, making it a two bedroom facility.

The up-to-date security features incorporated in the facility include bullet proof windows,

hardened reinforced concrete walls, ceiling and floors, closed circuit television, intruder alarm

system and stand alone telephone/emergency generations system. The approach corridor will

have built in metal detectors, security observation rooms and a fire escape for the suite.

Standard Guest Room Features

- Private bar

- Wide screen color TV with remote

- Satellite/Cable TV

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- Well appointed Working Desk

- Air conditioning

- Thermostat

- Electronic Safe

- PC plugs

- Two line telephone with voice mail

- Dataport connectivity

- Full size mirror

- Walk in double wardrobe

- Private Balcony with sit out facility

- Choice of Indian Newspapers – National daily and Financial Newspaper

- Complimentary fruit platter

- Refreshing complimentary welcome beverage

- Tea/Coffee maker exclusively for resident guests

Guest Bathroom Features

- Hairdryer

- Adapter plugs available

- Shaving/Beauty Mirror

- Walk in closet

- Walk in shower cubicle

- Telephone

- Bath tub

- Bathrobes and Yukatas

- Slippers

- Conditioner, Shampoo, Lotion

- Frost free mirrors

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INTERCONNECTING ROOMS

Deluxe King - D1K Deluxe Twin – D1T

321 322

421 422

Executive Suite - CJ1 Deluxe King – D1K

101 103

Turret Suite – BJ1 Deluxe Twin – D1K

152 151

252 251

352 351

452 451

Royal Suite - AS1 Deluxe King – D1K

305 307

315 314

Royal Club King - A1K Royal Club Twin – A2T

528 530

628 630

624 623

604 603

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Conservatory King - C1K Conservatory Twin – C2T

328 330

428 430

Turret Suite – BJ1 Conservatory King - C1K

350 348

450 448

Presidential Suite – PRE Royal Club King - A1K

550 540

ROOMS

TWIN ROOMS

1st Floor to 4th Floor 51’s

1st Floor to 4th Floor 22’s

2nd Floor to 4th Floor 19’s , 13’s

2nd Floor to 6th Floor 30’s

3rd Floor to 4th Floor 08’s

5th Floor to 6th Floor 23’s

New Wing 61’s , 63’s , 76’s and 78’s

Disabled Rooms 118 & 274

Non Smoking Floor 1st Floor

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CONCEIRGE DESK CHARGES

TRAFFIC FOR CITY LIMIT

Cars available 4 hrs/ 40 kms 8 hrs/ 80 kms Airport

Transfers

Additional

Kms

Ford Ikon, 1500 3000 400 25

Honda City, 2200 4400 500 35

Toyota Camry, 4000 8000 700 80

Mercedes, 4800 9000 90

BMW 3 series, 5500 10000 800 100

BMW 7 Series, 7000 13000 1000 130

Mercedes

Coach

5000 9000 800 75

TARIFF FOR OUTSTAION

Cars available Per Kms Chauffer

Charges

Night

Detention

Ford Ikon 25 500 500

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Honda City 35 500 500

Toyota Camry 75 750 750

Mercedes 100 750 750

BMW 3 Series 120 750 750

BMW 7 Series 150 750 750

Mercedes

Coach

80 750 750

TERMS & CONDITIONS

1. Mercedes is not available for airport transfers

2. Short trip(1 hrs/ 10 kms) Rs. 1000.00 for Honda City Only

3. Any inter state permit fee/tax will be borne by the guest

4. A chauffer charge would be levied on a daily basis.

5. A guest will be charged for a minimum of 225 kms per day

6. All Parking charges will be borne by the guest.

BUSINESS CENTRE

RENTAL AMOUNT

Conference Room ( per hour) 3000

Conference Room ( half hour) 8000

Conference Room ( 0900-1800 hour) 15000

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Meeting Room ( per hour) 2500

Meeting Room ( half hour) 7000

Meeting Room ( Full hour) 12000

Interview Room ( per hour) 1500

Interview Room ( half hour) 5000

Interview Room ( Full hour) 8000

OTHER FACLILITIES

SERVICES

Local Fax 25

Domestic Fax 40

International Fax 250

Floppy Disk 50

CD 75

DVD 200

Photocopy per page 7

Photocopy – 100 and above 5

Colour Photocopy per page Colour A4 120

Colour Photocopy per page Colour A3 180

Photocopy on transparency 8

Transparency 25

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Broadband - Speed 512 kb per sec – RJ 45

Ethernet port

Internet half an hour 300

Internet 1 hour 300

Internet 3rd hour 900

Internet 3rd and above 1000

Print out per page BW 25

Print out per page Colour 100

Scanning a Document / Photo 25

Typing for a guest on PC -1 page 100

Lamination for guest on PC – 01 page 100

Lamination 30

Flat Files 30

Plastic Folders 30

Binding up to 50 pages –per book 100

Binding 51 to 300 pages –per book 150

A4 sheet, Ream 250

DVD 1500

LCD 5000

OHP full day with screen 500

Slide projector 600

TV/ VCR 1000

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CHAPTER 5

DETAIL OPERATIONS OF THE DEPARTMENTS TRAINED IN

FRONT OFFICE

Department at a glance

The department comprises of the following sub- departments

Reception

Concierge

Royal Club

Business Centre

Airport Representative

Transport

Communications

Hierarchy Positions

EAM Mr. Sameer Sud

FOM Mr. Jagdeep Nambiar

Duty Managers

Concierge

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Guest Recognition Executives

Receptionists

Butlers

Pageboys

Bellboys

RESERVATION

This is a section of the Front Office which deals with the reservation process. This in a

main department which requests for reservation of room from various sources and the

information is processed, properly documented, stored and retrieved at the appropriate time

induce a guest to the room upon arrival. The rooms being highly perishable commodity it is the

duty of the reservation office that the rooms are not allowed to perished.

Modes of Reservation

1 Letters

2 Telex

3 Telegram

4 Telephones

5 In person

6 Email

7 Fax

SOURCES

2 Reservation

3 Airlines

4 Tour Operators

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5 Travel Agencies

6 Free Individual Travellers

7 Groups

8 Companies

9 Instant reservation system

10 Sales and marketing department

11 Embassies

12 Institutions

PLANS

Plan is a package of the product and facilities the hotel is offering their guests. Every plan

has a particular product and facility which the guest has the liberty to choose.

A European plan will include only a room where as the services would be charged. For

an American plan the package includes a room, meal usually break fast and a dinner.

This package offered in this hotel includes airport transfer, breakfast at the citrus restaurant and

the room rate.

RATES FOLLOWED BY RESERVATION

RACK RATE

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

does not belong to any particular category. This rate is used for the walk in guest who requests a

room for the night.

CORPORATE RATE

These are rates offered to the business guests staying in the hotel. This can be further

broken down into Business guest who are frequent guest to the hotel and guest who are

employees of a corporate concern that has a contract for the rate with the hotel.

ROYAL CLUB RATE

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This is a marketing strategy followed to encourage repeat visits by the corporate guests.

This plan was develop to encourage business people who do not have any set schedule for

visiting a city to stay at a specific hotel. A card is issued, which is marked with each visit by the

guest. After a specific number of visits the guest is awarded a free night. Currently there are

many variations of the concept. Marketing of the large hotel corporations have developed

sophisticated frequent visitor plan.

MILITARY AND EDUCATIONAL RATES

These are 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 sizable amount of repeated

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 these rates with a travel agency or with

professional organizations.

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 RATES

A room rate based on the length of stay 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, telephone

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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 a

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

by blocked for the following dates.

Billing may be direct or indirect; in case 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 were made after a certain period of time or on behalf of the hotel 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 filed in the necessary files. The reservation forms are

slotted according to dates and alphabets of the guest’s last name.

Special importance is given to group reservation, a reservation assistant is appointed as

the group coordinator and will carry out all 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 secure 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.

FORE CASTING RESERVATION

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Forecasting or room forecasts, which involves projecting room sale for a specific period

of time, is naturally the next step after the data from 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 Manager and to the owner of the hotel. This information is used

by them in managing the finances of the hotel; it is also used to project the yearly of quarterly

financial projections.

THE TARIFF

Room Categories Tariff (INR)

Single Double

Deluxe Room 19,000 20,000

Conservatory Room 20,000 21,000

Royal Premier Room 21,000 22,000

Royal Club Room 22,000 23,000

Executive Suite 30,000

Royal Club Suite 32,000

Turret Suite 35,000

Tower Suite 40,000

Royal Suite 75,000

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Maharaja Suite 1,50,000

DUTIES OF RECEPTION

The receptionist must have a thorough knowledge of the hotel products like number of

rooms their location, view type, size rate, timings of a restaurant and bar, its facilities and

information about the city in order to answer any query of every in house guest. A system that

has been introduced in Leela palace, Bangalore is that when a guest enters hotel and checks in

the receptionist hands over his/her card to the guest and asks the guest to contact them in case of

any complaint, query. This has been introduced in order to provide a little more personalized

service to the guest and to avoid a guest calling the reception and speaking to different people

rather than speaking to one person.

RESERVATION POLICY

1 Check in check out 12.00 noon.

2 All confirmed reservation held until 18.00 hours on the day of arrival, and then released

unless guaranteed.

3 Guaranteed reservation will be honoured till 07.00 hours the following day.

4 Released non guaranteed reservation will be accommodated subject to availability of

rooms only.

5 Guest staying for more than a week in hotel they are required to settle their bills on

weekly basis.

CANCELLATION POLICY

GIT:

A. 30 days prior to arrival by voucher payment

B. Cancellation received before 7-14 days prior to arrival 50% on room

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charge for one day room charge as retention

C. Cancellation received 7 days prior to arrival up to 25 rooms

1 night for the room is charged retention and above 25 rooms

100% night room charge retention for the entire stay.

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, and

anticipated date of departure, number of people in the party, room rate and method of payment.

Guest Registration Procedure:

Guest request to check into the hotel

1. Front desk projects hospitality towards the guest

2. Front desk clerk inquires about the reservation

3. Guest completes registration card.

4. Front desk review’s completeness of registration card.

5. Front desk verifies credit

6. Front desk makes room selection.

7. Front desk clerk makes the room assignment

8. Front desk clerk assigns room rate

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

guest

10. Front desk clerk hand over the key card.

11. Front desk clerk process folio

Room Inventory

A rook inventory system is maintained by the reception which involves constant updating and

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room, such as occupied (guest or guests that are 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 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

1. Print the following day’s arrival and registration cards

2. Tallying the arrival and departures in the respective registers.

3. Maintaining the cash position

4. Entering the foreign name in the FRRO register

5. Entering all the receipts and paid outs the guest

Register Files and Formats:

1 The A & D register

2 V.I.P register

3 House keeping discrepancy register

4 Room report

5 Complimentary room report

6 Guest history in alphabetical order

7 Registration card file

8 ‘C’ Forms

9 reservation correspondence

10 Reservation Forms

11 Reservation cards

12 Rate master files

13 Reservation slips arranged in accordance to date and alphabetically

14 On time credit authorization

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15 Complimentary cards.

Front desk – Operations at a glance

The first point of guest contact that deals with reservations, duration of guest

stay, handles the check in and check out procedures, rooming the guest etc. The most important

department which shares its functions as given below

The Functions of Reception

Welcoming the guest.

Handles the check in and check out procedures.

Updating the MIGD.

Enquiring the mode of payment.

Coordinating with other departments.

Making the key.

Rooming the guest.

Updating room change, extension of stay, assisting guest requests.

Keeping the Registration cards ready.

Calculating and updating preauthorization

CASHIER

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The position of the cashier includes processing guest check outs and guest legal lender

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 bell, either by the selected mode of payment

standardized by the hotel.

The cashier is provided with his own computer, credit card swipe machines 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 limits

3. Care is taken while accepting cheques.

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

confirmation letter from the company stating the required details

Cashiering is an important function at the reception.

The responsibility of the cashier lies :

Cash float and cash collection.

Handling foreign exchange and maintaining records.

Maintaining the change of cash at any point of time.

Handling check out with efficiency.

Handling the credit card functions and transactions.

Knowledge on handling EDC machine and voiding of wrong payment.

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Handling the paid outs, IOU’s and receipts of the department

Foreign exchange that we provide

We provide exchange only on foreign currency to Indian Rs.

It is calculated at the exchange rate of the day.

We charge a service tax of 0.2575% from the exchange amount.

Two copies of the invoice is taken which has the details of the

exchange one of which is given back to the guest and the other

copy is kept with the cashier along with the currency.

The cashier ensures and counts the exchange money in the front

of the guest.

Concierge – “AT YOUR SERVICE!!!!!”

It is an important department that provides all national and city services by assisting the guest at

all the time by coordinating with other inter departments, with courtesy and efficiency.

Concierge not only is expected to assist the guest but also is an information guide to the team and

other departments.

Important roles of concierge at the Leela:

They must be aware of the functions of the day.

Must be updated about the city information and important function happening in the city.

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Networking and access towards all kinds of services such as airline bookings, cinema

hall, restaurant, hospitals , transportation.

They should also have knowledge on easy access to various recreation facilities required

by the guest in the hotel or within the city.

They are a source to provide basic necessities in the case of emergencies eg medicines,

sim cards etc.

They also are responsible for the proper coordination of guest transportation, bell desk

operations, paging and message delivery

BELL DESK and BAGGAGE HANDLING

Bell Boy Errand Card.

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

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

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

sent to the room assist the guest in carrying his or her luggage, he makes personnel check of the

room and escorts the guest to the reception; the errand card is then filled and signed the lobby

manager.

Functions of the Bellboys:

1. To deliver guest mail

2. Page the guest in the hotel and lobby

3. Check for any disruptions in the rooms.

4. Distribution of the news paper

5. Maintain the supply of tablets and first aid kit

6. Help the security with unruly elements

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7. Checkroom on guest departure

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

9. The hotel assigns staff to pick up the guest from the airport and drive them to the

hotel that increases the personalized service.

10. The bell boys are responsible for the handling the bell desk operation by

coordinating with the concierge. They maintain the standard of delivering the

guest in the room within 5 min and maintains a speedy and efficient baggage

handling during check out.

11. They also handles the tagging and retention of guest baggage's as per the BLISS

standards.

12. They also maintains an errand card which helps them in tracking the rooms they

serviced, the number of baggage's and the time.

Shift Timings:

7 a.m. to 4 p.m. First shift

1 p.m. to 10 p.m. Second shift

9 p.m. to 7 a.m. Night shift

Telephones

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

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

moments notice, he or she 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 has 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

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

The qualities of the operator include.

1 A polite tone

2 Clear and correct communication

3 Remembrance

4 Secrecy

5 Co-operation

6 Accuracy

7 Alertness

8 Knowledge of the hotel

9 Up selling techniques

The location of this department is in the back office, Connected through the reservations.

There are generally 2 to 4 operators 1 each shift than the night. The department is controlled and

managed by the communication and telephone manager.

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

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The telephone department co-ordinates with:

1 Front office – reservations, information, registration.

2 Accounts

3 Food and beverage departments

4 House keeping

5 All the other departments and the guest rooms

Apart from their daily functions the telephone department performs other functions such as

1 Giving wake up calls

2 Checking the reminder wake up calls

3 Checking the local and international calls made.

4 Posting the readings to the cashier computer or otherwise.

5 Keeping an account on the in-house calls.

6 Process the weekly and month end reports

7 Provide information about the hotel to its guest

8 Try and sell the hotel by giving and making suggestions

9 Placing DND on guest telephones.

The number ‘’ has to be dialled for operator assistance, the number ‘9’ has to be dialled

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

sales departments.

The instrument that the operator operates is called the ‘console’, which is different from

the telephone in many ways.

This department is situated at the back office, which controls all Incoming and outgoing calls of

the hotel.

The standard phraseology of the hotel

“Good (time of the day), (department) How may I assist You?”

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We have 25 incoming lines and 40 outgoing lines.

All guest rooms have voice mail system in which 16 messages

can be dropped at a time.

Business centre

Business centre offers the most flexible range of workplace solutions that enables the guest to

work wherever and whenever they want. Professional meeting and conference rooms are

available. Services helps the guest stay productive when working on move. State-of-the-art

facilities and its regal ambience combine to provide outstanding service

Service and Facilities

BOARD ROOM FACILITES :-

* Meeting Room I&II (per hour) 8 Seater : Rs3000 + Taxes(22%)

* Meeting Room I &II (whole day) 8 Seater : Rs15000 + Taxes(22%)

* Meeting Room III (per hour) 6 Seater : Rs2500 + Taxes(22%)

* Meeting Room III (whole day) 6 Seater : Rs12000 + Taxes(22%)

* Interview Room (per hour) 4 Seater : Rs1500 + Taxes(22%)

* Interview Room (whole day) 4 Seater : Rs8000 + Taxes(22%)

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Video Conferencing enables the guest to save the travel costs up to 75% by connecting with

colleagues and clients over a secure video connections on the worlds largest network in

professional business environment

Important reports

Market forecast – For three months Block forecast – For three months

Trial balance Departure report

Clean vacant report Arrival time wise report

VIP report VIP info sheet

Daily briefing sheet Trial balance

Managers Flash report Upgrade report

Reservation cancelations Reservations made yesterday

Front desk traces Face of the Week

Business on the books – For three months

Reports at the concierge

Concierge traces

Airport movement sheet

Functions of the day

At the bell desk

C -form report

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Important observations

While check out before swiping the transaction of amount we ask for DCC ie weather

they would like to get charged in their home currency or Indian rupees.

$$$- do not de block the room.

ETA- expected time of arrival.

GTDCT- Guaranteed by the company or travel agent.

LCO- Late check out

DP- Direct payment

CR- Corporate rate

DGRP- Group definite guaranteed

TGRP- Tentative Group

TFIT- Tentative free individual traveler.

Internet charges per hour = Rs 300 + tax

Internet charges per day = Rs 1000 + tax

Internet charges per week = Rs 5000 + tax

Room 103 is not shown in the inventory and only is sold in the case of high occupancy

because it is a small room.

News papers and journals we provide :

The economic Times

The Hindu

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The Times of India

The Finance express

Deccan Cronicle

DNA

Business Standard

Herald / The week

DEPARTMENTS FRONT OFFICE CO-ORDINATES WITH LOBBY

Arrival: The bell boy escorts the guest to the front office and then along with the guest luggage

to the assigned room after registration.

Departure: During departure a guest calls for bell desk to carry luggage. The bell desk informs

front office to prepare his bell and sends a porter. Only after the clearance pf bills ,the porter gets

authorization to carry luggage outside the hotel premises.

Shifting: If a guest desires change of room then the front office calls for bell desk to shift guest

luggage.

Scanty Baggage: In order to save a hotel from skippers the bell boys inform the front office

about the scanty baggage so that a necessary advance is taken and stamps “SB”on the

registration card.

Messages: The information section of front office alerts bell boys to deliver messages to guests

in the hotel.

Paging: It is a system of displaying a guest name on a board with bells to identify guests in a

specified location and give message or to locate for an important phone calls, etc.

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HOUSE KEEPING

A close co-ordination is essential between the front office and house keeping to control

over rooms regarding the room status report.

Discrepancy Report: It is the front office that compares the snack with the room status report

made by the house keeping. Discrepancies noticed between the tow is noted down and a report

called the discrepancy report is made. After which the bell boy makes a physical check of the

rooms.

Clearance: When ever a guest leaves a room the front office informs the house keeping about

the departure rooms through a departure intimation control sheet and house keeping clears the

room and hands over to front office for sale again. This room is termed as the “cleared room”.

Accounts

Front office cashier: It is the cashier who opens an account after receiving intimation from the

bell captain about the guest arrival and he will prepare the final bill at the time of check out.

Night Auditor: The Night Auditor audits all bills received by the front office cashier in the night

shift

Food and beverage service

Arrivals and departures are closely intimated by the front office to the food and beverage

outlets so that they extend credit to in-house guest.

VIP Procedure: The front office informs the room service through amenities voucher about

complimentary services of fruit, liquor, cakes etc.

Telephones

Arrivals and departures are immediately informed by the front office to the departments and also

meters outgoing calls of guest.

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Engineering

The front office also keeps in good coordination with the engineering.

This is important so that the rooms which are on the pickup status are released as soon as

possible. The engineering department is also responsible for all the repairs and maintenances on

the floors as well as rooms

Systems

It is important for the Royal Club to keep in liaison with the systems department so as to provide

the guest with the ½ hour complimentary internet facility.

Butlers

The butlers are the most important part of the Royal Club they are to be kept in good

coordination so as to ensure that there is no delay in any of the guest services. The butlers take

care of all the guest requests as well as

complaints.

Stores

The stores are responsible for supply of relevant forms, formats and stationary .

FOOD AND BEVERAGE SERVICE

The food and beverage service department of the hotel is the most labour intensive.

Consisting of the largest department of employees. The department is split into several diverse

sections working towards a similar goal of efficient food and beverage service. The department

is managed by the Executive Asst. Manager F&B manger and assisted by the assistant F & B

managers and the various restaurant and banquet managers. The team’s goal is to provide quality

products and services on 24-hour basis every day of the year.

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The food and beverage manager is responsible for the efficient operations of all the outlets of the

hotels, which is the private dinning, restaurants, banquets etc. This includes a managing a

multitude of details with the supervisory of the outlets, such details include the food quality,

inventory, cost control, training, room set up, cash control, and guest services to name a few, He

keeps and eye on the new trends in food and beverage merchandising, cost control factors on

food and beverage production, the food and beverage manager works closely with the assistant

food and beverage managers and highly skilled chef. Constant supervision of products,

employees and supervision and services is required to ensure a fair return on investment. He is

also responsible for holding regular meetings with section heads to ensure all areas are working

effectively and are well co-ordinate.

RESTAURANT MANAGER

He reports to the F & B Director and is responsible for the smooth functioning of the restaurant.

The restaurant manager supervises and instructs the staff and maintain proper co ordination and

good relations with the kitchen staff. He handles the guest complaints in the restaurant and

ensures that proper standard of service and hygiene are maintained by the staff.

ASSISTANT MANAGER

He helps the restaurant manager in his work operations and has the authority to take decisions in

the absence of the restaurant manager.

CAPTAIN

The captain reports to the restaurant manager and he supervises the staff and help them when

ever required. Allocates duties to the senior stewards, trainees and apprentices. He keeps a close

eye on the functioning of the restaurant, in the absence of the hostess , the captain escorts the

guest to their seats.

STEWARDS

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Reports to the captain, does the misen-place of the restaurant, service the food presents the check

to the guest etc..

RECORDS AND REGISTERS MAINTAINED

LOGBOOK: It is a very important register as it is the communication link between the two

consecutive shifts. On the right side the employee’s presence for a particular shift is mentioned

and on the left hand necessary information which is to be passed on to the next shift is

mentioned.

SALES SUMMARY SHEET: This register maintains the record of the forecast sales and actual

sales. It has separate columns for food. Beverage, total sales, no of covers sold and suggestion.

This record is signed by the F & B Director.

LINEN ROOM: A book maintained to keep a record of the linen exchange of the outlet. The

soiled linen is sorted, counted and made into bundles of 10 to facilitate quick linen exchange and

its entry is made.

MATERIAL REQUISITION BOOK: This book is maintained to acquire things like pens,

pencils, coasters from the general store.

FOOD REQUISITION BOOK: This book is maintained to acquire food stores such as jam,

marmalade, sauces, mustard, sugar etc from the dry storage.

INTER DEPARTMENTAL TRANSFER BOOK: This book is used to borrow certain items

from another department/ outlet.

THE FOOD & BEVERAGE DEPARTMENTS AT THE LEELA PALACE.

The F & B departments at the hotel are:

Jamavar

Citrus

Zen

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Library Bar

Private Dinning

Royal Club

Banquets

JAMAVAR

The history of the Jamavar stretches over six centuries, a boundary less handcrafted

fabric that illustrates the art and culture of a bygone and opulent era. .A culinary tribute of fine

Indian cuisine, uniting the north and south, to tantalize the palate and enliven the senses.

Jamavar is named after the shawl produced by the fibers of the sheep in the north of

India. The restaurant is designed with some fine Indian paintings, and artifacts, a unique feature

is the Jamavar shall framed on the walls each costing on a range of 13 to 15 lakhs. The lighting

and furniture all designed to give the Jamavar a fine dinning exquisite look.

The Jamavar located at the lobby level can accommodate 110 guests, seating is also

provided outside overlooking the gardens and water falls. The restaurant also features the Royal

table, which can seat up to 10 guests; it may also be turned into a private dining room.

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The restaurant provides a specialized form of service, which is carried out by 4 captains,

and 4 stewards, the department is headed by the assistant food and beverage manager.

The Jamavar is opened for lunch and also in the evening for dinner on the weekdays and

on Sunday for lunch, offering what they call the Bada Khana which comprises of a fixed

vegetarian or la non vegetarian meal, offering an unlimited amount of kebabs, a main course and

desert. This will cost Rs.680/- exclusive of taxes.

The Menu

The menu offers wide variety succulent vegetarian and non-vegetarian kebabs, Seafood

cooked in the Indian spices, biryani cooked and served in the traditional earthenware pot. The

restaurant also offer's a fixed menu, consisting of starters, main course and a desert for a fixed

price. The attraction of the menu is Salmon ke kabab, Murg methi malai, Lobster neeruli.

The Cover

The cover which consists of the table mat made of silk. The show plate and the cutlery

made of EPNS made by Arun industries in Agra. The water goblets made of crystal, from a

Swiss company called Scottswiezzle in Germany. The centre piece is called an Urali, which is a

bronze bowl filled with water and a floating candle.

Meaning of the name A weaving pattern originally woven with fibres drawn out of

the underside of a mountain sheep. The French adapted the

teardrop pattern developed in Kashmir and it took the name of

the city where it was developed – “Paisley”.

Location North wing at the Lobby level

To note Dress code – Smart casuals / Formals

Number of covers 110

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Indoor – 58

Outdoor – 52

Cuisine North Indian 60% and South Indian 40%

Entertainment Channel music

Option for live performance has been provided.

Reservation policy - Advised reservation of tables.

- Reservation would be held up to 30 minutes after the time of

booking.

Attractions of the menu Salmon ke Kebab, Murg Methi Malai, Lobster Neerulli

Timings Lunch – 1200hrs to 1500hrs

Dinner – 1900 hrs to 2330 hrs

Concept - Theme would focus on India’s finest culinary offers with

maharaja style service.

- Show-kitchen with tandoor and grill would focus on the

visual aspect of food production.

- The intricately designed Maharaja table overlooking the

show kitchen would be the benchmark in traditional Indian

hospitality.

- The walls would be adorned with Jamavar shawls.

- The menu would offer 60% North Indian and 40% South

Indian food.

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- The restaurant would have an option of outdoor and indoor

seating.

CITRUS:

As the name portrays, the restaurant is a vibrant, colourful and youthful. The Citrus is an

all day brassier with an attached bar, wood fired pizza oven and an open kitchen in the

restaurant. Citrus has a show kitchen inside the restaurant where guests would be able to see the

chefs in action. The Citrus is located at the lobby level. It can accommodate 210

Guests, the inside has 100 covers and 110 seating is outside next to the waterfall and the

greenery, which overlooks the poolside.

The dining area offers a choice of pizzas, pastas, continental, Asian and local food. They

offer a wide variety of cocktails, mock ails, wines and champagne they also have a variety of

buffets.

The Citrus is the only restaurant serving breakfast. They have a buffet and Ala Carte.

The restaurant is open from 7.30 am to 10.30 am. The buffet is a large spread of Indian,

continental and Japanese food. It also includes fresh and dry fruit, choice of cheeses, fresh fruit

juices, cereals, breads, muffins, pastries, yogurts. The buffet cost Rs.450/- exclusive of tax per

person.

Their lunch buffet is another big spread of Indian and continental dishes.

There is a big salad counter, desert counter that has over 15 different salads and deserts. The

restaurant flexible to the guests by giving them the choice in having only salad, or only main

course or only desert buffet.

The Salad buffet costs Rs 370/- inclusive of tax

The buffet costs Rs.560/- inclusive of tax

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The desert Buffet costs Rs. 420/- inclusive of tax.

Their specialty seafood buffet is on Wednesday evenings. They offer a wide choice of

the different shellfish like lobsters, oysters, Cray fish, crabs and shrimps. Japanese sushi,

Californian rolls and salads. Being an open kitchen, the guests can choose, watch and dictate the

way they would like seafood cooked. The buffet cost Rs.1500/- per person exclusive of tax.

The citrus have a special brunch and Champagne buffet on Sundays. Their buffet

includes a barbecue's with a big variety of meats, shashlik, and steaks. Four different soups, a

large salad bar, continental, India, Chinese and Japanese food and a special children's menu. All

these are had with unlimited flow of champagne and domestic liqueur. They have a live band

playing western music.

The Sunday brunch buffet costs Rs.1020/- inclusive of 20% tax.

The children's buffet cost 490/- inclusive of 20% tax.

The Citrus have a Friday and Saturday barbeque. This is an American Specialty which

features barbeque meats which are sold by weights. These meats like Beef Fillets, lobster,

prawns, barbequed chicken, hamburger, are featured on a menu and are sold in a Al’a carte style.

Nights also feature live western music which is a attraction to a lot in many guest.

Terrene Whisky, Jack Daniels is also featured in form of different and attractive cocktails.

The staffs at the Citrus works on 3 – shift basis, the morning, after noon and the night

shift. The restaurant is managed by the assistant food and beverage manager and assisted 4

senior captain and 12 stewards and 2 restaurant hostess made reservations for the tables and

escort the guest to the tables.

All the food and beverage orders taken by the stewards on KOT are further

entered into a touch screen computer which in inturn connected to the restaurant cashiers

computer, and also to the printer located in the kitchen. The restaurant cashier raises the bills.

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The software used in the restaurants is called 'SHOWMIN'. The balance of the day sales is made

at end of every shift. The night auditor at the front desk makes the total of the sales of the day.

ZEN

Meaning of the name: Zen is a way of life. The teachings of Buddhism, which started in India,

traveled through South East Asia including China, Korea, Thailand and finally reached Japan.

The food at Zen resembles this journey .

Location: North wing at the Lobby level

To note: Dress code – Smart casuals / Formals

Number of covers: 148 O-Level– 30 Raised Dining-36

Mezzanine Floor-36 Bar – 06

Garden Facing – 28 Sushi Bar – 06

Yakitori ( Satay)– 06

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Cuisine: Pan Asian

Entertainment: Lounge and World Music

Telephone extension: 1520/1523

Reservation policy: Advised reservation of tables. Reservation would be held up to 30 mins.

After the time of booking

Attractions of the menu: Live Teppanyaki (hot counter – like open kitchen) Sushi, Yakitori and

Noodle counters. Korean BBQ, Dim-Sums and Oriental Teas served ceremoniously. Thai,

Chinese, Japanese and Korean cuisines.

Timings: Lunch – 1200 hrs to 1500 hrs / Dinner – 1900hrs to 2330 hrs

Concept:

Theme would focus on simple yet elegant setup.

Live counters to give the guest a feeling of being at home and the food being cooked as

per his preference.

At the Korean BBQ (8+4+4) guests get to prepare the meal on their own.

The interiors reflect light, space, symmetry, color and movement.

The Menu has been designed on the concept of the five natural elements i.e. Earth,

Water, Fire Wood and Metal.

The restaurant would have an option of outdoor and indoor seating.

Special Chinese menu for lunch featuring varieties of Dim-Sum and hand picked rare Oriental

Tea

Food Presentations:

Seafood Buffet – Thursday - Rs. 2000 AI (Sushi, Dimsum, Seafood, Satay, Salad, Soup,

Main course, Dessert

Sunday Brunch - Rs. 2000 AI (Mangolean, Korean, Thai,Chinese, Japanese and Indian

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Sunday Brunch – Kids - Rs. 1000

Library Bar

Meaning of the name: Symbolical to the old English lounge wherein the guests can relax in sheer

luxury over their favorite martini and cigar. The bar displays a collection of valuable collector’s

books and antiques

Location: Lobby level

To note: - Guests below 20years would not be permitted into the restaurant.

- Dress code – Smart casuals / Formals

Number of covers: 54 Bar counter – 6

Seating – 48

Entertainment: Channel music, Option for live performance has been provided

Reservation policy: Not encouraged

Attractions of the menu: International Martinis, Single Malts, Cigars

Timings: 1100 hrs to 2330 hrs

Concept:

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To market the place in terms of its ambience as a lounge

meant for relaxation.

An upbeat place for connoisseurs in Martinis & Cigars

The bar provides an array of imported liquor, the selection

comparable to the best in the world.

Serves light snacks, which complement the selection of drinks

Functions of the Bar

The bar opens at 11 am, The first shift opens the stock of the liquor by noting down the quantity

in each bottle into a stock control register where a constant check is kept by the food and

beverage controller, This is repeated at the end of the shift. The day’s sales are tallied with the

computer and the KOT and then further sent for processing to the front office cashier.

The food and beverage controllers do the indenting of liquors for all the bars at the Leela Palace.

They keep a constant check on the liquor consumption and any discrepancies will be reported.

Suppliers

The management determines the terms and conditions to the suppliers. Suppliers for Local

Liquors, Wines, Beers, Brandy, Mixers

1 Sapthagiri Enterprise LTD

2 Anupama Wines

3 Classic Distributor

Suppliers for International Liquors, Wines, Beers, Brandy, Mixers

1 Brindco limited which is a Delhi based company.

License

CL6 A is the license acquired by the Leela palace, which allows the sale and

consumption of all the outlets serving liquor, including banquets and room service.

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The Shift

The Leela palace employees 6 Bartenders, and a Bar Manager, who look after the service

of liquor, cocktails and so on., the Bartenders work on a three shift basis.

The Bar Manager is responsible for the functioning of all the bars at the Hotel, The Citrus,

Jamavar, Library Bar, Royal Club Lounge and the Asian Bistro

THE ROYAL CLUB

Location: 5Th Floor

Number of covers: 22, Patio -12+12

Cuisine: Authentic contemporary French Cuisine.

Entertainment: Channel Music

Telephone extension: 1540

Reservation policy:

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Advised reservation of tables.

Reservation would be held up to 30 minutes after the time of

booking

Timings: 0630 hrs to 1100 hrs and1845 to 2330 hrs

BANQUET SPACE AT ROYAL CLUB

Venue

Dimensio

n

Area

SqFt

Seating Capacities

Theatr

e

Class

Room U-Shape

Board

Room

Recepti

on

Banque

t

Sit

Down

Royal Club Board

Room 28x25 700 - - - 16 - 16 -

Pre-Function 28x14 392  - - - - 04 - -

 Total 1092

Nithya 30x28 840 70 25 16 16 30 40 30

Roshni (Pre Set) 30x14 420 - - - 12 - 12 -

Dhwani (Pre Set) 23X21 390 - - - 12 - 12 -

PRIVATE DINNING

Private dinning is the round the clock service that is provided by the hotel for the in

house guest. It is a specialized form of service allowing the guest to eat at the comfort in his

room. Private dinning provides valet services; laundry services and in some cases carries out the

work of the bellboy.

Functions Carried Out By The Private Dinning Staff.

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Order Taking

The Room Service Order Taker, who takes down the order of the guest and hands it over

to the Captain, takes the order, The order is then entered into the POS system, with the room

number, name of the guest time, waiter name, time of the order, The waiter who handles the

order has to maintain a card for security, which will contain the time in and time out of stewards

which should be signed by the captain. A copy of the order is sent to the main kitchen, once the

food is served to the guest, the steward must take the signature of the guest on the bill and the

amount will be directly posted to his account.

The steward depending on the order has to also take care of the clearance minimum of 20

min for coffee and tea clearance and for lunch or dinner a minimum of 30 min must be

maintained.

Mini Bar

The replenishment and placement of the mini bar is done everyday during the morning

shift, there must be a constant check on all the items placed in the mini bar. Any consumed items

are ticked off on the mini bar checked by the guest, the bill is sent to the front office cashier for

posting.

The items placed in the mini bar:

Miniatures of whisky, rum, vodka, coke, diet coke, sprite, cashew nuts, lays, chocolates

and so on.

The Turn down Service

Before arrival of a guest or depending on the status the Private Dinning is responsible for:

Placement of the fruit platter in each room.

Cookies and chocolates on the side of the bed

Valet Service and Butler Service:

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Butler service is the highly specialized form of service provided to all The Royal Club

Members on request. It is a service, which can be called on 24 hours of the day. The guest can

choose the butler he/she prefers. The butler carries out all the errands for the guest including;

1 Picking up the guest laundry

2 Shoe shinning

3 Placement of news papers and magazines for the guest.

4 Packing of bags

5 To prepare cocktails

6 Booking of tickets

7 Answering telephone calls & taking messages.

Inventory

It is one of the most important duties done by the department, in which the actual stock of

the various items like crockery, cutlery, glassware etc is counted and compared with the standard

stock and the breakage report is made to clarify and discrepancies.

BANQUETS

The Leela Palace is par excellence and features the finest in conferencing and banqueting

facilities. Situated on one single floor the halls can seat from 20 to 500 persons.

The banquets are perhaps the highest revenue – earning department. When it comes to

the service of food and beverage in a large number Leela takes the privilege of providing

excellence in service, sate of the art banquet set ups, finest audio and visual equipment, and

innovative menus, which makes the Leela Palace Bangalore the best in its banqueting facilities.

Booking Procedure

Banquet reservations are made at the banquet sales office located on the first level, they

are responsible for the sale of the halls, up selling of the facilities, confirmation and negotiating

prices. Before a booking is made the hall is checked for availability, if available the type of

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function the number of pax and the necessary details are noted down, an advance must be made

for the confirmation of a hall, the guest may also discuss the menu with the banquet chef giving

them a wider choice and personalized service

Types of functions

The usual type of functions held are;

1 Wedding and wedding receptions.

2 Conferences

3 Seminars

4 Board meetings

5 Work shops

6 Cocktail parties

7 Theme parties

8 Exhibitions

9 Entertainment shows

10 Pool side barbecues

11 Interviews

Menu Rates

The standard price of a menu on a per head basis is Rs.550/- exclusive of taxes, these

prices will vary to about Rs.1500/- in accordance to the cuisine, the number of non – vegetarian

items, the type of service etc.

The standard menu would include

2 3 varieties of salads

3 Assorted Indian breads

4 A rice dish

5 4 vegetarian dishes

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6 2 non-vegetarian dishes

7 2 varieties of desserts

8 Papad / pickle / chutney

9 Curd items

The hotel also offers sliver service buffets, fork buffets, sit down buffets set up of live food

counters etc. The hotel also offer diabetic as well as ayurvedic menus.

Beverages

The guest is allowed to bring their own liquor but is charged an amount of Rs. 200 as

cordage this will very upon the brand and quantity of liquor.

The beer, soft drinks and mixers will be provided by the hotel and will be charged

according to the consumption.

Audio Visual

The Leela provides some of the best, and latest in audio visual aid. Charges will be

according to the type of equipment, and time period.

Some of the audio visual aid available is;

1 3 M OHP

2 OHP

3 Carousel Slide Projector

4 Extra Tray

5 Data Projector 640 480

6 Data Projector 800 600

7 SVGA/XGA/Lcd Data Projector

8 Extra Channel with Screen Video Projector

9 Video Projector

10 Data Player

11 Laser Disc PlayerARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY

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12 29" Colour T.V

13 21" Colour T.V.

14 VCR with 29" Colour T.V.

15 VCR with 21" Colour T.V.

16 CD Player

17 Beta Cam + B.V. Portable Recorder

18 Beta Cam Deck

19 U-Matic (Low Band/ High Band)

20 VCR Multi System

21 PA System/ Mixer/ Bose Speakers

22 Music System Set

23 Two In One

24 Cassette Player

25 VHS Cassette

26 Audio Cassette Audio Recorder

27 Audio Recording

28 Speaker with Amplifier, Mixer And Controller

29 Display Plasma

30 16 Channel Audio Mixer

31 DVD Player

32 LCD Player

33 Cordless Collar Mic

34 Extra Mic

35 Cordless Hand Mic

36 Podium Mic

37 Collar Mic

Function Prospectus

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The banquet function prospectus contains all the details necessary for the function,

conference etc. it is prepared by the sales department and clarified with the guest before

confirmation of a hall. The FP will contain information regarding.

1 Name of the booking party.

2 Date and time of the function.

3 The number of people expected and the number guaranteed

4 The type of seating arrangements, the flower arrangements, the audio and

5 Visual equipment required

6 Billing procedure – bill to company, cheque, credit card.

7 Menu, beverages, and the types and time of service.

8 Menu rate per person.

9 Nature and type of function.

The copies of the FP are sent to all the departments of the hotel, front office, house

keeping, security, engineering and maintenance, food and beverage production, food and

beverage director, and General Manager.

Tax Structure: Items 2 VAT 3 Total

Food: 12.5 %

Alcoholic beverages: 12.5 %

Non alcoholic beverages: 12.5 %

CO-ORDINATING DEPARTMENTS

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Kitchen:

Garde Manger: To pick up cold preparations, e.g ..salads, galantines and pates, fresh

juices

Hot ranges & Grills : Hot food items such as steaks, chops, etc

Bakery : To pick up breads, pastries, cookies etc

Still Room: To pick up beverages

Kitchen Stewarding:

This department primarily controls the storage, issues and maintenance of service equipment in

the restaurants and kitchens. The sanitation and hygiene of the kitchen and its overall

maintenance come under this department.

Stores:

The source from where the steward can pick up supplies of proprietary sauces, stationary etc

House Keeping:

This department is responsible for the cleanliness, maintenance and the aesthetic beauty of the

restaurants. It is also the source for uniforms, linen and flowers.

Accounts Department:

a) Restaurant Cashier: Receives all cash and credit payments made for food and beverage

sales in the restaurant and bar.

b) Front Office Cashier: This is the central point where all the bills signed by hotel

residents are collected and entered in the total bill.

Engineering:

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This department is responsible for the maintenance of all mechanical and electrical equipments

in the restaurants. Also for controlling the air-conditioning and heating.

Front Office:

The front office maintains a record of all guest staying in house, this department also co-

ordinates all group movements & meal plans.

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FOOD AND BEVERAGE PRODUCTION

The food preparation in professional cookery denotes preparation and cooking, it follows

a flow patter, which commences with the purchasing, and selection, their handling, processing

and the ultimate presentation of the dishes to the customer.

The art of cooking is ancient; the first cook was a primitive man who put a hunk of meat

close to the fire, which he had lit to keep himself warm. He discovered that the meat heated in

this way was not only tasty but also must easier to masticate. From this moment from

unrecorded past, cooking has evolved to reach the present level of sophistication.

CLASSES OF PROFESSIONAL COOKERY

There are three classes of professional cookery associated with the craftsman and they are

graded according to the quality of materials used;

1. Cuisine Simple

2. Cuisine Bourgeoisie

3. Cuisine Haute

Cuisine Simple:

Here the basic necessities are used and the craftsman these produce of the highest

standard possible with the minimum number of materials.

Cuisine Bourgoise:

These types of cookery better materials and in the hands of the craftsmen these materials

produce more complicate dishes of a better quality.

Cuisine Haute

Here the best possible materials are used; the craftsmen use these materials to their best

advantage and produce dishes of the best quality. For professional cookery this class if popular.

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HIERARCHY

EXECUTIVE CHEF

Sr. SOUS CHEF

Jr. SOUS CHEF

CHEF DE PARTIE

KITCHEN EXECUTIVE TRAINEES

COMMIS I

COMMIS II

COMMIS III

APPRENTICES

SUB-SECTION OF THE FOOD & BEVERAGE PRODUCTION DEPARTMENTS

THE MAIN KITCHEN

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

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

The Indian Section

The Indian Kitchen is divided into 2 sections – The South and North Indian. The North

Indian section prepares the different gravies, biryanies, pulaos, kurmas, kababs, roties, nans and

parathas. They also prepare the Indian dishes for the lunch buffet.

The South Indian Section

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The South Indian Section prepares the breakfast such as dosas, idlies, for the Citrus and

room service. Each day a variety of dishes are prepared according to the menu for the lunch

buffet.

Continental Section

This sections takes all the orders from the restaurant Citrusas well as Room service. It is

one of the busiest sections, responsible for all the dishes for the buffet. They also manage the

display kitchen and wood fired oven at the Citrus. The display kitchen at the Citrus prepares the

continental breakfast, meat and sea food barbecues and sandwiches. The continental kitchen

supplies the soups, snacks and sometimes main course dishes to the banquet kitchen.

Oriental Section

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

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

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

pop, Californian roll, and prawn packets.

The citrus kitchen prepares the pack order for Private Dining for this there is a separate

set of menu.

Garde Manger or the Larder Room

The larder room is the most spectacular and busiest section as there are responsible for all

the salads, breakfasts, and hors=d' oeuvre for the buffets, barbecues and room service. The

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

The larder room is responsible:

1 To check quality and quantity of all the goods delivered from the Grade Manager.

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

3 Portion control

4 To avoid keeping excess stock of ingredients.

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5 To maintain the highest possible standard of hygiene.

6 To prevent any deterioration of food.

BANQUET KITCHEN

The banquet kitchen is located on the banquet floor; it is divided into 2 sections located

on each wing of the hotel.

The kitchen in the west wing prepares the Indian sweets, snacks and Indian salads etc. the

kitchen may also use for food preparation for larger functions. The kitchen in the north wing is

responsible for the preparation of all the items for the banquet functions. Which include a

variety of gravies, tandoori items, and biryani

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

organizing the service, co ordination with the chef de Partie numbers of arrivals of various dishes

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

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

to co ordinate with the continental, Garde manager, bakery, butchery, and the oriental kitchens

for their requirements. He also assists the guests in setting menus. The dishes selected should be

such that it will not require last minute dressing. The menu is elaborate and of high class quality.

Indenting of ingredients is done in accordance to the bookings for the day.

JAMAVAR KITCHEN

The kitchen is located adjoining to the Jamavar restaurant at the lobby level. This is the

specialty Indian restaurant at the Leela Palace. The kitchen is specialized in preparation of

authentic north and south Indian food. Jamavar has earned its name for its rich gravies,

unparalleled kebabs, and the pot biryani.

The kitchen may further divide into 3 sections.

The Tandoor Section

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The tan door is present in the open kitchen of the restaurant for the guests to see the

tandoori at work. There are 2 tandoor ovens, and are used for kebabs and roties. There are three

chefs who take care of the Tandoor.

The Curry Section

This section of the kitchen is responsible for the preparation of all the gravies, biriyani

and snacks for the restaurant; the section is manned by well – experienced chefs.

The Pantry

Is responsible for all the desserts, salads and accompaniments. This is looked after by a

single chef.

THE BAKERY AND CONFECTIONERY.

The hotel has a separate and very sophisticated bakery which indigenously prepares all

the chocolates, cookies, breads, pastries, desserts, and cakes that are sold in the espresso bar.

Beside this they also supply desserts, pastries and breads, for the buffets at citrus and the banquet

department. The pastry cook has a different status but certainly not less than any other chef at

the hotel, their work is specialized, and responsible for the special display work, and supply to

the main kitchen different pastries.

The bakery can be further sub divided into the

1 Bakery

2 Pastry section

3 Chocolate room.

Bakery

This section is responsible for the preparation all breads, buns, bagels, French breads,

pizza bases, soup sticks, dinner rolls, bran breads, etc. The bakery is well equipped with 5

storied ovens, which can up to a large capacity. The ovens are thermostatically controlled the

basic preparation of bread is during the night shift.

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Some of the pastry dough's prepared

1 Short pastry/ sweet short pastry

2 Puff pastry

3 Danish pastry

4 Choux pastry

Pastry Section

The work of this section is normally separated from the bakery and is self contained in

the matter of cold storage the function is to prepare hot and cold desserts for lunches and dinners

at the buffets at citrus, the espresso bar and at the banquets. The art of pastry includes work like

colored sugar to make decorative centre pieces, fashioning of praline to make decorative objects,

work with fondants and icing sugar.

Pastry mis en place

In common with the larder and kitchen departments, the successful running of the pastry

depends on the adequate mis en place.

The following list is the most essential pastry preparations. For the easy preparation on

gateaux, trifles, tartlets etc, these are available and kept in the refrigerator but, not at freezing

point become difficult to manipulate if frozen.

Creams-, butter cream, frangipani, ream patisseries, creamed rice,

1 Pancake batter

2 Coyotes of fruits

3 Genoese

4 Swiss rolls

5 Finger biscuits

6 Meringue

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The Chocolate Room

The chocolate room is an air conditioned room located slightly away from the bakery and

confectionery. It is where all the chocolates are prepared for the private dinning and they are

also sold lat the espresso bar. The preparation of chocolates requires a lot of skill and patience.

Duties And Responsibilities

Morning shift:

Pick up stores and store them at the required placec.

Prepare cakes, desserts, savoury, pies etc for different outlets.

Handles orders for ice cream, rolls etc

Prepare desserts for Banquet functions

Prepare fresh rolls for use during lunch

Afternoon shift:

Takes handover from shift for any balance of stores

Prepare various types of cookies (chocolate chip cookies, vanilla cookies etc) and

breads such as hard bread, vienna bread, burly bread etc

Prepare sponge cakes, pastry sheets, pralines

Handles orders for cakes, desserts

Prepare desserts and savoury pies for evening in restaurants

Night Shift:

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

It also does cleaning of the bakery equipments.

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BUTCHERY

The butchery is located on the – 1 level of the hotel, it is responsible for the supply of

meat, chicken, fish and sea food to all the different kitchens of the hotel., the butchery is, an air

conditioned room with a large cold room and a deep freeze for the storage.

The butchery is further sub divided into

1 Meat section

2 Sea food section

Work process in the Butchery

3 They are responsible for supplying the various cuts of meat, chicken and fish.

4 Cuts of bones of chicken, beef and mutton for the preparation of stocks.

5 After the products are cut they are then put into butchery bags and labelled to

identify with the cut of meat, and the quantity and the type of product.

6 Packing is done in packs of 5 Kgs. 3 Kgs and 2 Kgs.

7 The fresh meat brought in by the suppliers are packed and placed in the deep

freeze and used offer the next day's requirements.

8 The production of the day is noted down against the date in the product book.

9 All the requisitions made have to be noted down in to a register which contain the

time, the name of the department, the type of and the quantity of meat, and

signature of the person picking up the requisition.

10 The indent for the meat is made one day in advance as per the requirement.

Equipments

Various modern day equipment's are used in the butchery.

1 Rotatin blade

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2 Saw

3 Mincing machine

4 Chopping machine

5 Poly vinyl topped tables

6 Choppers

7 Sterilized drawers for knives

8 Cutting boards

9 Walk in cold rooms

10 Deep freeze

11 Plastic and steel containers.

Staffing

The butchery section is headed by 1 sous chef, 1 CDP, 3 commis.The butchery sections is

opened from 7.00am to 7 pm in the evening.

Vegetable Preparation

This section provides all the types of vegetables and fruits to all the departments in the

hotel. All the fresh vegetables are kept below the old stock. Everyday day a function slip is

provided to the veg. prep giving them the details of coming up function. The fruits and

vegetables are ordered based on the requirement on the function slip.

The English vegetables like Asparagus Broccoli are supplied by” EXOTICA”. The fruits

are all supplied by Sardar Babu and co. All the vegetables and fruits are collected in the

receiving area .All this is checked for quality and quantity in supervision of the receiving

department and the cdp of the veg prep. After they are checked for their quality they are sent to

the veg prep where they are stacked in racks.

Staffin

The vegetable preparation has got 1 CDP, 1 Commie, 1Trainee

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INTER DEPARTTMENTAL RELATIONSHIP

F & B Outlets: The outlets sells what kitchen provides the intimate relationship makes the

earning and maximization objective of the F & B department a reality.

Kitchen Stewarding: Stewarding serves the kitchen in cleaning of kitchen areas thus ensuring

proper hygienic standards. Cleaning kitchen utensils.

Housekeeping: For uniforms

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HOUSE KEEPING

The house keeping department in the hotel is responsible for the cleanliness, maintenance and

aesthetic upkeep of the entire property from the entrance area to the basement of the hotel. The

prosperity of the hotel is on giving it a continues patronage not only because of its attractive

advertisements and expensive décor. It is the care shown in looking after the smallest detail of

cleanliness, promptness of service and cheerful staff which remains as a memory of a fine hotel

and which ensures its flourishing business.

Hierarchy

Executive Housekeeper

Assistant Housekeeper

Desk Floor Florist Public Linen

House keeper Supervisor area Laundry

Supervisor Supervisor

Room boys Cleaners Tailors/Uniform Attendants

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JOB DESCRIPTIONS

EXECUTIVE HOUSE KEEPER

Title : Executive House Keeper

Reports To : General Manager

Area of activity : House keeping department

Duties and responsibilities;

The executive house keeper is responsible for the upkeep of the guest rooms, public

area and the back area of the hotel. This person must work thoroughly through others to get the

work done. Each house men must be thoroughly trained in cleaning techniques. The executive

house keeper is responsible for maintaining and controlling the endless.

Inventory which includes linen, soap, guest amenities the executive house keeper like

must keep abreast of new ideas and techniques through trade journals and containing education

courses.

The main areas of responsibilities of the Executive Housekeeper are:

To take charge of the careful selection of the team of workers, their training and supervision and

at all levels

To sets standards for cleaning of room, public area, lobby area etc.

To formulate the training procedures and work schedule.

To maintains a cordial relationship with all the other departments without letting the efficiency

of the department going down.

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To keep the departments expenses within budget. Careful selection of material. Their storage and

economical use by her and the team are essential.

To plan the timely replacement of heavy equipment’s, carpets, upholstered linen.

To attend to guest complains and requests promptly and take note of the quality standards

rendered to them.

To attend the departmental meetings on a regular basis.

To translates the management policies to all the staff working in the department and to maintain

an effective communication flow both upwards and downwards.

Also has to work in coordination with the Front Office manager and the Managers of all the

other departments

FLOOR SUPERVISOR

Title : Floor Supervisor

Reports To : Assistant House Keeper

Area Of Activity : Hotel floors assigned during the shift

Duties and responsibilities :

To make note off and keep a personal check on the expected departures, vacant, VIP rooms,

cleaned by night boys.

To review the log entries and to note down the jobs, that need following up.

To sign against any specific instructions left by the executive house keeper

To give briefing and allotting work to the room boys each day.

Programs the closing schedule for room boys.

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To supervise the work done by the room boys and to check every room which has been made

ready

To check the status of every guest room in the allotted area and to fill the occupancy report

accordingly.

To oversee maintenance / repair work, if any red slip falls within the allotted area.

To update the log book on jobs competed and pending jobs with reasons of delay

ROOM BOY

Title : Room Boy

Reports to : Floor Supervisor

Area of activity : Hotel guest Rooms

Duties and responsibility:

The room boy is in charge of through cleaning of guest rooms, attached bathroom, corridors,

staircases, pantry, public area, comprising of the restaurants, swimming pool, health club, cloak

rooms, executive offices, and banquets as per the instructions explained by the house keeper. The

job includes dusting and vacuuming carpets, furniture, furnishing, fittings and also cleaning of

floor areas.

To ensure that the plumbing and electrical fitting are in working condition, and to report any

leakage’s or fuses to the housekeeper.

HOUSE KEEPING DEPARTMENT & DIVISIONS

The housekeeping department can be divided into various sub divisions.

These divisions are :

Floors

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Public Area

Linen and uniform room

The Laundry

The florist

The house keeping control desk

FLOORS

There are 4 room boys assigned to each floor. It is their duty to clean up all the rooms,

the veranda, corridors, pantry and the staircases. The pantry stores all clean room linen, guest

linen, other amenities and magazines. The room boy must take an account off all the soiled linen

before bundling them and throwing them down the shoot.

Priority basis of cleaning rooms;

Guest request

VIP expected

VIP resident

Front office request

Departure rooms

Expected arrival

Occupied room

Vacant rooms

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Guest Room Cleaning:

No feature or other service provided by the guest will impress a guest more than that of

a spotlessly cleaned and comfortable guest room.

There are 4 room boys allotted to each floor, before the cleaning takes place, the trolley

is arranged for the shift, the trolley will contain;

Soap bars Dental kit

Cleaning agents Hotel agents

News papers Buckets and brushes

DND cards

Laundry slips Shoe Shine slips

Amenities provided at each Guest room :

SL.

No.

Room

Amenities

Deluxe

Rooms

Conservatory

Rooms

Executive

Suite

01 Telephone 3 3 4

02 Directory 1 1 1

03 Ash Tray &

Matchbox

3 3 4

04 Breakfast Card 1 1 2

05 Room Service Menu 1 1 1

06 Television 1 1 2

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07 Mini Bar 1 1 1

08 Laundry Bags 1 1 1

09 Laundry Basket 1 1 1

10 Shoe Basket 1 1 1

11 Drinking Glasses 2 2 2

12 Stationery Kit 1 1 1

Amenities provided at each Guest Bathroom :

SL. No. Room

Amenities

Deluxe

Rooms

Conservatory

Rooms

Executive

Suite

01 Bath Towels 3 3 3

02 Bath Mats 1 1 1

03 Hand Towels 2 2 2

04 Face Towels 3 3 3

05 Dental Kit 1 1 1

06 Gargling Glass 1 1 1

07 Tissue Box 1 1 1

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08 Shower Cap 1 1 1

09 Soap 3 3 3

10 Shampoo / Bath

Gel

1 1 1

11 Lotion 1 1 1

12 Cotton balls (pkt) 1 1 1

General Sequence for cleaning a Guest Room

Step 1 : Enter the Guest Room

Guest room cleaning begins the movement the room attendant approaches the guest

room door. If the door has a” DND” sign do not knock or ring the bell. Also be sure that the

room is not double locked if so return later.

Step 2 : Begin Cleaning

Room attendant begin their cleaning by arriving at the guest room. Turn on all the lights to check

for fused lights .Draw back the draperies and check the cords and hooks for any damage. Check

air conditioner and heater and make sure they are functioning fine. Take a good look at the room

and look for damage.

Remove and replace dirty ashtrays and dustbins. Arrange the magazines and newspaper in order.

Step 3 : Making the bed

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Bed making is an important procedure to be done in an occupied room .It is also

advised to do a bed in a occupied rooms so that even if the guest walks in the room gives a neat

appearance. The following point must be noted while making a bed:

Strip the bed.

Check the mattress pad for stains and damage.

Center the bottom sheet on the mattress so that equal amount of sheet hangs

Over each side of the bed.

Miter the bottom sheet at the upper left corner of the bed.

Miter the bottom sheet at the lower left corner of the bed.

Tuck in bottom sheet along the left side of the bed.

Place top sheet on bed, wrong side up. Place blanket on top of the sheet.

At the head of the bed, turn the top sheet over the blanket about 6-8 inches.

Miter the top sheet and the blanket at the lower left corner of the bed.

Tuck in the top sheet and the blanket along the left side of the bed.

Walk to the other side of the bed.

Follow the same procedure as done for the bottom part.

Center the bed spread. Make sure the seems and patters of the spread are straight.

Fold the bedspread down from the head, leaving enough room to cover the pillows.

Slip the case over the pillow.

Place the pillows at the head of the bed and bring the bed spread over them.

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Tuck the bed spreads beneath the pillows.

Remove any wrinkles from the bed by hand.

Step 4 : Dusting

Begin dusting always with the highest surface so that the dust doesn’t fall on the items

that are already clean. As a general rule the following items should be dusted picture frame,

mirrors, headboards, lamps, shades, bulbs besides table, telephones, television, chairs, etc. The

mirror should be cleaned using a glass cleaner.

Step 5 : Cleaning the Bathroom

A clean bathroom is far important is far important than its importance. Health and

safety conditions should be taken by the room attendant when scrubbing, rinsing and drying

bathrooms. The bathroom is cleaned in the following sequences:

Shower area, vanity, and sink, toilet walls and fixtures and floors. Cleaning

times usually consists of an approved all purpose cleaner for bathroom surfaces, cloth and

sponges, glass cleaner ,rubber gloves, towels, wash cloths.

Step 6 :Vacuuming

Before vacuuming, loosen dirt around base boards with broom so it is easier to pick up.

Run the vacuum over all the exposed areas of the carpet that can be reached including under the

tables, chairs etc. Vacuuming should be started at the farthest end of a room and vacuumed

backwards

Step 7 : Inspection

The final check is a critical step in a guest room cleaning. After reloading the vacuum

and cleaning supplies on the trolley, the room should be looked from the guest’s point of view.

Stat at one point of the room and the room trail eyes in a circular fashion from one corner to the

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next. By doing, sometimes may be discovered which was overlooked and difficult to spot on the

first cleaning. Spray air freshener if needed. Lastly close the door turning all the lights.

PUBLIC AREAS

The public area at the Leela Includes;

Lobby area

Lounge and porch area

Restaurant

Banquet halls

Swimming pool

Executive Offices

Business center

Corridors

Terraces

Rest rooms

Staircases

Back area of the hotel

LOBBY AREA

Periodic cleaning of ashtrays.

Re arrange the furniture and the cushions on a regularly when out of place.

Weekly shining of the brass center pieces.

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Daily brassoing of the door handles.

Vacuuming of the carpets in the night shift, And brushing them as and when dirty.

Door glasses must be cleaned as whenever smudged with fingerprints.

Periodic cleaning of the house phones.

Dusting of the furniture.

Cleaning of the porch area, by sweeping and mopping.

CLOAK ROOMS

There are rest room located on two floor of the hotel, on the ground floor and the on the banquet

floor.

The mirror must be wiped dry of water droplets.

The water closets flushed and wiped dry.

The napkins to be folded and arranged neatly.

Tissues to placed.

The plumbing and the electrical gadgets must be in working conditions.

The rest room at any time of the day must smell fresh and all the guest supplies must by

available at all times.

The floors must be polished on a weekly basis.

BANQUET HALLS

The cleaning of these areas is a per schedule of their actual functioning

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The carpets must be vacuumed as per the requirement and the business.

The furniture must be well polished.

The centerpieces at the corridors must be done during the night shift.

Polishing of the door handles must be done daily.

Shampooing of the carpets must be done during the night shifts.

The lighting and air –conditioners must be kept constant check.

SWIMMING POOL / SPA / GYMNASIUM

The swimming pool must be cleaning every morning by 6.00 am.

The area around the pool and the furniture around must be dusted and rearranged on regular

intervals.

The gymnasium must be vacuumed, dusted, and rearranged on regular intervals.

The drinking water placed at the gym must be replenished regularly.

LINEN AND UNIFORM ROOM

The linen room plays a very important role in the functioning of the fibers of hotel

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

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

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

room we have well arranged shells with heavier linen placed on the lower shelves and lighter

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

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

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

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

Linen & Uniform at the Leela Palace – Bangalore

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The linen room at the Leela Palace is located next to the laundry. This room is divided into the

following section sections to store linen for rooms, F & B, uniforms.

Room Linen:

The room linen consists of

Bed sheets – king size and single Duvet sheets

Duvet covers Pillow covers

Towels – Hand / Face / Bath Bath mats

Bath robes

Procedures for linen control rooms:

The linen is replenished during the second shift. A count is taken against the existing

quantity of linen in the pantry and is compared with the required amount to be maintained for

each item. The room boys fill out a requisition from for the difference. The Linen room

supervisor then signs this requisition and replaces the linen at each pantry.

Food and Beverage Linen:

All the F & B outlets which include the restaurants and banquets depend heavily on the

linen room for fresh linen to be supplied on time each outlet is given an allotted time to collect

their linen. The linen used is as follows :

Table cloths Napkins

Salver mats Doilies

Table frills Table mats

Kettle warmers Service clothes

Dusters / wiping clothes

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Method of keeping control of F & B linen is as follows:

The soiled linen is brought in from the various F & B outlets at a time specified for

each Outlet. The linen is counted and fresh linen is given in exchange for the soiled linen. No

excess linen is given, this helps is avoiding and discrepancies

Uniforms;

The linen and uniform room is responsible for maintaining uniforms given to staff at all

levels. The linen room attendants arrange the uniforms on hangers once received from the

laundry. The employees are not allowed to carry their uniforms outside the hotel. Each staff

gives their soiled uniforms to the linen department and fresh set is collected on exchange.

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

Items Numbers

Men / Women 3

Shirts 3

Trousers 3

Waistcoats 3

Kitchen coats 3

Blazers 2

Shoes 1 Pair

Men 1

Tie 3

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Women Sarees 3

Blouses 3

Salwar Kameez 3

In addition to the uniforms the following items are also laundered and provided to all

staff against soiled linen :

Aprons

Scarf’s

Towels

Bed sheets

Pillow coves

LAUNDRY

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

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

provide clean and hygiene laundry.

The Leela Palace – Bangalore can boast of having the largest laundry in Bangalore equipped

with the latest automatic American and Italian washing machines, dryers, dry cleaning machines,

labeling machines, calendar machines, shirt press, dummy press, All the chemicals such as

detergent, builder, starch, softener, spots and stains are manufactured by john Pro an American

product. The formulas are confidential are known only to 2 employees in the laundry.

ORGANIZATIONAL STRUCTURE OF THE LAUNDRY;

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LAUNDRY MANAGER

LAUNDRY SUPERVISOR

PRESSMEN / MACHINE OPERATORS

Procedures followed by the Laundry department at Leela Palace Bangalore. The soiled linen

that is brought in by the Linen and Uniform room, is sorted by item, and further stored on color

and laundered separately and pressed.

The butlers bring in the guest linen, this is checked by the Laundry Supervisor and tallied

against the laundry slip. The slips are entered into the guest laundry register and then passed to

the Laundry Manager, to process the billing. There is a computerized system is in place for

billing. A hard copy is maintained, and acknowledged by the guest on receipt of his linen this is

forwarded to the front office cashier. The linen brought in before 9.00 am is delivered the same

evening. Linen brought in after 9.00 am is delivered the following morning. The separate

machines are used for guest linen.

Process followed for washing linen :

wetting out

addition of detergents

washing

rinsing

drying

ironing

FLORISTS

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There is a specific room allotted for the Florist. It is situated next to the Executive

House Keeper’s office. There are 3 florists in charge of all the arrangements to be placed in the

public areas, like the lobby, Reception, Business center, Citrus Restaurant, the Library Bar,

Banquet Halls, Guest Rooms, The flowers are indented by the Executive House keeper, The

florists have been trained in Ikebana arrangements, and continental style of flower and fruit and

vegetable arrangements. The Leela has also won many awards for their exquisite arrangements.

THE HOUSEKEEPING DESK

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

center of communication for all the department especially to the front office department, and also

where all the functions, plans and daily duties are distributed to the staff.

At the beginning of the shift the log book is read and a status of the day’s room position

is made and accordingly work is allotted to the hose men. All the house men have to report to the

control desk and collect their pagers. After the allotment of work the key cards are handed over.

And all the staff is requested to read the notice boards at the control desk before proceeding to

work. To keep them updated with all happening of the hotel. After the shift the room boys have t

make a hand over at the control desk, hand over the pagers and leave the for the day. The desk

house keeper keeps a constant check on the room status and informs the floor supervisors on

departure, or request.

All the lost and found items are bought to the desk, a special register is maintained

which contains all the details regarding the item found for example the name of the person who

found the item, where it was found, description of the article and so on. The articles are placed

under lock and key. The desk also handles the entire guest request including the guest

complaints.

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Departments Housekeeping co-ordinates with

Front Office :

Occupancy forecast

Night report

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

Daily VIP arrivals and the VIP in – house guest list.

The daily anticipated departure list.

Group rooming list.

Room changes

Daily arrival list.

The house keeping department must communicate the house keeping status in an accurate

orderly and speedy manner.

Co ordination with food and Beverage Service.

Linen requires

Details of the function

Flower requirements

Cleaning timings

Special requests

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Personnel

House Keeping co-ordinates with the personnel department for the recruitment of house

keeping staff, salary administration, indiscipline, grievance procedure, identify cards for staff,

induction locker facilities, transfer, promotions and exit formalities.

Purchase

The purchase department procures out of the stock items of the house keeping such as guest

supplies kept in rooms, stationary, linen of various types ,detergents etc.

Engineering

On of the most important functions of house keeping is the maintenance aspect of the hotel

for the repair of furniture, Fixtures and facilities in working order, House keeping would also

hand over rooms to engineering for major repairs or renovation.

Laundry

The responsibility of laundry to house keeping is two-fold

1. Two wash and dry clean the staff uniforms to a very high standard to cleanliness.

2. To supply clean uniform and Lenin to house keeping on time.

Security

The guest room is a private place and hotel goes to great lengths to ensure guest privacy

and security.

Stores

Large hotels have a house keeping store that stocks keeping supplies independently.

Smaller hotels may stock them in the general store except for linen which should be issued to the

house keeping department .The coordination with store would ensure the availability of day to

day requirements of the house keeping department

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ADMINISTRATIVE DEPARTMENTS

FINANCE AND ACCOUNTS

Accounts department is a department, which control all the financial aspects,

transaction and calculation of particular hotel establishment. Accounting is charged with two

quite different duties, account receivable and financial reporting and control. The account

department generally calculates the profit earned through sales and also controls all the

payments of the staff and other supplies that supply food material and other miscellaneous

commodities.

The hotel maintains the uniform system of accounting. The general manager

is responsible for the accounting and budget. Each department recommends their department

budget to the chief accountant who will analyze the same and has it approved by the general

manager who will have the budget approved by the executive directors. The performance

evaluation of the budget is done on monthly basis by the departments and by accounts

department. Monthly profit and loss and other statements are submitted to the executive

directors in the 3 week of the following month. The audit department submits periodic

reports to the general manager. The unit finance controller heads the hotel’s accounts and

finance department.

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FUNCTION OF THE DEPARTMENT

As this department decides the profitability of organization, the functions of this department

are as followed:

Auditing day to day sales and make final accounts and preparation of balance sheet

for the knowledge of exact assets and liabilities and profit or loss at the financial year

end

Prepare room sales summery

Prepare balance sheet, profit and loss accounts

To work as per the budget fixed and disperse money for the purchase of items for the

hotel

To keep track of the payment to the suppliers

Account finalization at the end of the month

Complication of reports regarding the food and beverage costing and controlling

Maintaining the daily sales summary of liquor in the hotels

Check pilferage in the department

Preparation of a cash slip for the staff and issue cheque

FORMS AND FORMAT USED

Petty cash book

Cash summary reports

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Company discount, sales summary sheets

Daily sales report

Guest weekly bill

Allowance reports

Ledger, debit ledger, credit ledger, general ledger

Cashier daily summary sheet

Visitor’s tabular ledger

Variance report

HIERARCHY OF THE ACCOUNT DEPARTMENT

UNIT FINANCE CONTROLLER

ACCOUNTS MANAGER

ACCOUNTANT

CASHIER

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PURCHASE DEPARTMENT

Purchase is defined as “the function concerned with selection, purchase, receiving, and storage of

commodities requires by an establishment.” This department is mainly concerned with the

placing of purchasing of food for the establishment. The various department and stores place

their purchase indent to the purchase department. Various departments use this purchase indent

where as the stores place order on the material requisition.

Purchasing has a direct influence on food cost and cost of service. Food cost forms the major

portion of the total cost in the selling price of a product. Purchasing therefore is a very important

and challenging function for an organization, if the growing competition in the business is to be

met with the success.

Therefore an effective purchasing organization equipped with information and experienced,

knowledgeable person for effective purchasing is necessary.

Purchasing function is full of risk and very often rash purchases are made at prohibitive cost and

in excess of requirement, which could into absolute stock. Proper analysis of risk and its impact

on operation must be done to workout strategy, for effective purchasing function. Purchasing

affect the working capital and cash flow. Purchasing includes the process of buying, learning if

needs, locating, and selecting best supplier, negotiating the best price and other related terms to

ensure delivery on time.

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SYSTEM AND PROCEDURE

To perform the function effectively the purchase department follows the following procedures:-

Receiving purchase requisition

Exploring the source of supply and closing supply

Receiving and inspecting material

Analyzing each purchase specification to determine the ingredients and material specified

therein are actually required and if more economical material could be substituted.

Selecting a proper supplier, taking into consideration the factors that make a good

supplier.

Obtaining material in the required quantity at least at the lowest cost at the proper time

and in quantities that support production.

Keeping inventory investment as low as possible.

Work with supplier and potential suppliers in search of new material and improvement in

methods and technique.

ESSENTIAL REQUISITES OF ECONOMIC AND EFFECTIVE PURCHASING

FUNCTION ARE:

A QUALIFIED PURCHASER

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Quantity buying for catering industry is a highly compels and specialized

function. The buyer must thoroughly know the market in which he deals, how it

operates, and how is it regulated. The purchaser must have the ability to diagnose

the factors that influence the market conditions and the supply and the demand

interaction, to be able to plan his purchase more systematically and effectively.

STANDARS YIELD

It is the net weight or volume of finished product that is ready to eat food which is

expected to be ready for sale to the guest, out of given quantities and quantities of

ingredients, after having processed the same in the particular standard method of

preparation.

YIELD TESTING

Different ingredients have different characteristics to contribute independently or in

combination with other ingredients, differently to the final product. Yield testing is

therefore necessary to discover the properties and characteristics or ability in each

ingredient in its different varieties and quality, size, shape and form, to contribute

independently or together with other ingredients in the standard formula called “Standard

Recipe”, towards the quality, volume and cost of a final product.

STANDARD PURCHASE SPECIFICATION

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The standard purchase specification is concise description of the quality, size,

weight, brand, make type or count, etc that would ensure supply of ingredients of

desired specification in a given recipe for food production.

PURCHASE CONTROL

To ensure effecting control over purchasing, certain factors are taken into consideration.

Only the authorized person i.e. the purchase manager sanction orders for purchase of

ingredient and materials.

Purchase are not made without proper sanction, expect which are urgently required.

Each department is supplied with purchase requisition book.

FORMS AND FORMATS

Indent forms

Suppliers list

Standard purchase specification form

Purchasing agent market quotation list etc

HIERARCHY

PURCHASE MANAGER

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ASSISTANTS

HELPERS

EFFECTIVE PURCHASING METHODS

Hand-mouth purchasing

Market purchasing

Purchasing by requirements

Schedule purchasing

Seasonal purchasing

Tender purchasing

RECEIVING

Receiving is change of ownership of goods from a supplier to a purchaser.

The transaction normally takes place at the back door or at the dock of food service operation.

The receiver must take care to ensure that all goods listed on the invoice, or document that is sent

with the food and suppliers are accountable for, and the all quantities price and description of the

good shipped are accurate.

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Once the food production have been ordered for supply, their handling at the time of

delivery represents the process of receiving. A number of precautions are necessary at this stage

to ensure that the food is not damaged or discarded because of careless handling, spillage, cross

communication and incorrect weight or volumes it is always beneficial to set up a procedure to

be followed by those who involved in the receipt of goods.

Also delivers of various orders come at various time and each category of food required

separate treatment before it is accepted for stage.

The delivery note a checked with a copy of the order placed.

Counts, weights or volumes are checked to tally with the amount of various items on the

delivery note.

Time qualities of all the ingredients are checked with the specifications given to the

supplier.

Any unacceptable item should be returned with the person bringing the delivery.

Any discrepancies noticed should be indicates on the copy of the delivery note signed to

notify to the supplier. when the delivery note is signed the materials that are delivered

have been accepted. In case any damaged item is noticed after the delivery the supplier is

notified by telephone. This is followed by a written request to replace the faulty item.

FUNCTION

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To receive required good

To check the incoming good for quantity and quality

To arrange proper storage of incoming good

To handle administrative duties regarding receiving of good

FORMS & FORMATS USED

DAILY RECEIVING REPORT

The daily receiving report in by the receiving clerk for all raw materials received after

checking the quality and quantity in the purchase order and sends the goods to stores and

obtained necessary acknowledgement on the daily receiving report.

PURCHASE ORDER

All the groceries and some maintenance items are purchased through the purchase order.

When receiving the items (goods) all the goods are check against the purchase order.

Purchase order made in 3 copies. First copy goes to the supplier, the second copy goes to

the accounts department and the third copy is the book copy.

GOOD RECEIVED NOTE (GRN)

All the non-food items are entered in this report it included equipments, capital items. 4

copies are made.

ENGINEERING, MAINTENANCE & FACILITIES

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CHIEF ENGINEERING

ENGINEERING SUPERVISOR

2ND

ENGINEERING SUPERVISOR 1ST

ENGINEERING SUPERVISOR

3RD

ENGINEERING SUPERVISOR

4TH

ELECTRICIANS PLUMBERS TECHNICIANS PAINTERS FILTERS

EXECUTIVE ENGINEERING

The engineering and maintenance department also forms a major part in the smooth operation of

a hotel. This department is responsible for the maintenance work in the hotel. This includes,

power, water, fuel etc. the housekeeping and engineering are in close co-ordination with each

other.

FUNCTION OF ENGINEERING DEPARTMENT

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Engineering and maintenance works of the hotel.

Follow up job orders of the housekeeping.

Regular cleaning and checking of heavy equipments.

Responsible for power, water, boiler, central a/c, t.v. and fuel

Purchasing of required equipments of the hotel

Take power reading

Preventive maintenance of all equipments

TASK

The main task of maintenance is to ensure available and reliability and safety ( safe operations)

of the machines at minimum cost. This indicates that the word “maintenance” includes the action

necessary for keeping the entire production system in order. However the number of

breakdowns, more the availability of production facilities. The more availability of production

facilities, more efficiently the organization may function.

PREVENTIVE MAINTENANCE

The frequency and severity of breakdown can be minimized if preventive measured like

cleaning, oiling, greasing and overhauling of equipment are undertaken periodically. Thus

preventive maintenance measures are vital for the efficient running of the organization.

Preventive maintenance costs money.

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Therefore, it is necessary to strike a balance between preventive maintenance and corrective

( repair) maintenance, which are taken up only after the occurrence of the breakdown of

equipment.

CORRECTIVE MAINTENANCE

It occurs only when the breakdown occurs. The help of outside specialists for repairing

may become necessary and available of equipments depends upon the efficiency of the

maintenance activities carried out.

IMPORTANCE OF PERIODIC SURVEYS

Repairs are expensive and very important but they are frequently avoidable as extensive

structural otherwise, equipment has to undergo the natural process of damage, which is often the

result of poor maintenance caused either by lack of knowledge or a policy of restricted

expenditure. Periodic surveys keep the equipment/ furniture/ carpets/ other décor in use for a

longer time. Due to periodic surveys and maintenance a fixed depreciation can be charged.

SYSTEM AND PROCEDURES

If a guest complains, then a maintenance order form is filled in duplicate.

On completion of the job, the maintenance returns one copy of the housekeeping

duly signed.

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The job order given to the control room and these are followed up. A book is maintained

to check and clean periodically.

This department also done any other repair work. In case of any banquet junction, the

prospectus would be given to the department and the requirement of the function is taken

care of.

REPORTS

Night sift report

Logbook

Power station sub-station logbook

Maintenance logbook

ENGINEERING RESPONSIBILITIES

Day to day system operation and maintenance routines.

Minor and major repairs and improvements

Preventive maintenance.

Support for other operating departments and guest activities.

SAFETY AND SECURITY

This department though not related to the hotel in the functional aspect is very important for

the image of the hotel. This department is responsible for guest property as well as hotel’s

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security. The security department plays a key role in the day to day operation, which involves the

presence of a wide section of humanity, thus making security and essential part of the hotel.

Bearing in mid that the ‘security departments’ responsibility extend not only to the physical

structure (building) but also to the lives and property of every person in the building. The

definition of security points this out clearly.

“Those measures required to promote a state of well-being relative to an establishment, to

protect life and property and to minimize the risk of natural and manmade disaster or crime.”

These hazards may include, among others – fire, food, earthquakes, civil disorders, sabotage,

theft etc.

DUTIES ;

The areas under the direct supervision of the security department are:

GUEST FLOORS;

Looks after the safety of guest and their property. The duty includes making rounds of

hotel corridors, public areas, lobby observing any unusual or suspicious activities on the part of

the guest or employee, sees that employees do not trouble the guest or from the hotel, observe

person entering the hotel and advises receptionists to refuse registration to those known to be of

bad character, investigates any accident occurring in the hotel and writes a complete report of

incidents occurring during working hours as well as recommendations for the correction of any

hazards of potential “trouble” spots.

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Any hotel property taken out of the hotel is done after submitting the gate pass. The gate

pass is made I three copies. All food items can be taken out by producing the bill. Gate pass is

entered in a register known as gate pass register.

ENTRYFOR VISITOR

Visitor / guest of the staff are required to fill in the “visitor pass”. The staff member then

be called to the parlour and he can met the visitor.

CONTROLS OF KEY

Expect guest from keys, all other department keys are maintained in the security office.

Only the authorized staff member is allowed to take the keys. While taking the keys and when

returning it, the key register has to be filled in.

STAFF LOCKER

The original of the locker is given to the staff and the management retains the duplicate.

Security sometimes carries out surprise checking off staff locker for any property or guest

missing articles.

REGISTERS MAINTAINED IN SECURITY OFFICE

Daily occurrence register

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GENERAL MANAGER

HR & TRAINING MANAGER

ASS. HR MANAGER

HR COORDINATOR HR EXECUTIVE HR ASSISTANT

Key register

Gate pass register

Visitor register etc.

HUMAN RESOURCE

In Leela Palace, HR partners closely with the General Manager to create and support the

hotel’s strategy . HR is responsible for managing all recruitment , hiring ,

benefits ,training and employee relations .It is imperative for HR to ensure the hotel is

hiring the best talent through strategic staffing , ensuring this talent is receiving

comprehensive training , creating a safe and productive work Environment and acting as

a process facilitor and change agent.

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SALES AND MARKETING

Sales is a process where all the associate are involved, directly or

indirectly to accelerate & ensure business for the organization . It would be little

tough to distinguish sale team from the other associates. Therefore all associates

of Taj samudra will be appreciated through providing their extensive

support to the sales team to accomplish the common goal of the organization .

SALES AND MARKETING MANAGER

ASST. SALES MANAGER

.

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SALES EXECUTIVES

GROUP SALES

Group sales are sales more than one sleeping rooms or one or more meeting rooms. A

group sale might include selling a meeting room for club or selling or every sleeping to the

member of the emaciation attending a convention.

MEETINGS

“A meeting may be called a convention, conference, a seminar or any name invented by

the group holding it. The size of the group mat varies. In order to have meetings and

conventions, a hotel must have adequate meeting rooms or be located near a large

convention center.

THE SOURCES OF THESE MEETINGS ARE;

Associations

Companies

Fraternal organizations

Political groups

Trade shows

Mini exhibits

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INDIVIDUAL SALES

Individual sales are made through repeat business those guests that return to the

property. This is accomplished through service. The guests must be impressed by

the hotel. They must feel so ‘at home’ that they would not dream of trying another

hotel.

ADVERTISING AND PUBLICITY

Advertising and publicity are basic to the selling of any product. The sales office

formulates the advertising for the hotel of sometimes and food and beverage department

is responsible for the restaurant and bar advertising and the sale department handles from

advertising.

Secretarial skills are excellent entry – level tools for sales office position.

An employee’s career path might being in the catering department, progress to a sales

position dealing with local group and meeting fro there more on to a large association and

convention sales position in sales and catering are exiting, fast posed and interesting.

FUNCTIONS OF THE SALES TEAM

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Recruit & retain the clients for continuous business.

Represent the Hotel to our clients.

Work as a bridge between the client & Hotel.

Ensure customer Convenience to accomplish the requirements associated with

hospitality.

Ensure customer loyalty towards the brand.

Ensure customer satisfaction in experiencing the products and services.

Communicate with the market / potential segment.

Retain the customers efficiently to secured sustainable market share.

FUNCTIONS OF THE CATERING SALES

Dig out the potentials.

To sell the function space.

To create awareness of the facilities at function space .

Offering different meeting packages.

Working closely with the FNB department regarding the menu during an event.

Initiate & implement various events & programs.

Maintaining relationship with customers.

Maintain relationship with different event management organization.

Organizing innovative events.

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FUNCTIONS OF THE MARKETING TEAM

Build positive brand image.

Create awareness of the products and programs.

Initiate & implement various marketing activities and programs .

Execute perpetual study on customer satisfaction through variousresearch & analysis

to ensure optimum standard of the brand as well as the organization .

Execute integrated marketing communicational activities to ensure

brand visibility .

Maintaining relationship with print & electronics media .

Ensure brand compliance in all communication Including (printing ,Collaterals & other

communication)

Monitor & evaluate service blueprint to manipulate the process accordingly.

Increase customer loyalty leveraging SPG.

THEIR DRIVERS

Awareness

Brand Image

Superior Product Quality

Luxurious facilities

Best service

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Sales & marketing are the major part for the growth of our business .This

department always tries to bring new and potential customers as well as the customer

from the competitors. With this department we can get more customers for our hotel,

can expand our names to a greater extent . Sales and marketing is one of the main

department of any organization and its important for as well .

CHAPTER 6

OPERATIONAL PROBLEMS OBSERVED AND SOLUTIONS

Most of the room boys in housekeeping are trainees which are in the ages of 18-22. I

noticed when I was doing my training in housekeeping department, that these boys were

not willing to take responsibilities and not bother about how bad things they do will

effect the hotel and its name and its category

I strongly suggest that the

housekeeping supervisor should be aware of things like these should not happen. And he

should make sure boys under him and the rooms should be in professional housekeeping

standards as this is a five star hotel.

There is no team spirit and coordination in front office department. I suggest that the FO

staff should be re reminded of the golden lines in FO before trained them in system

which is “ FIRST AND THE LAST IMPRESION”

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In fire escape planning, I notice there is no use as in every floor the fire escape exit will

be blocked with something most of the time. Most time it will be housekeeping and

sometimes room service trays or trolley. I suggest each floor supervisor should keep an

eye open about a clear way of all the fire exit in their floors.

In the FO department I noticed that the bell boys are willing to help the foreigners with

their luggage more compared to helping the local guests, Hence it is done as the tip which

is given by the foreign guest is more than the local guests

I suggest that that the bellboys should be advised about this and should be asked

to treat all guest as the same as in Leela we believe that “guest is god”.

When I was working in the Housekeeping department I noticed that the service staff

treating the housekeeping boys badly. The service staff look down at the housekeeping

boys as the servants or the boys who does the dirty work in the hotel.

I firmly suggest that the service staff should be advised that all the staff members in

the hotel belongs to one family (The Leela) and all should work hand in hand to make

the hotel a better place coordinating with each other instead of putting down one’s image

In the FO department I noticed that the GRE’s recruited does not work in the hotel for more than 06 months, most of the GRE’s recruited have joined Leela from Airlines to get a training in the hotel industry for 6 months.

I suggest that when recruiting new staff that the hotel look more in to this aspect as the work speed and coordination among the FO is difficult to cope up with the GRE’s changing monthly.

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When I was working in the service department I noticed that the food ordered by the guest is tasted by the staff itself before taking the plate to the table.

I suggest that the F&B Manager look in to this as the food served to the guest should be safe and hygiene and should not be touched with anyone else other than the production staff.

CHAPTER 7

CONCLUSION

Mahatma Gandhi told us to “Live as you die tomorrow but learn as you live forever” I reminded

this clause when I started my training . I would like to learn a lesson from every second of my

life I have gained great things to increase my knowledge. So I believe that The Leela Palace is

a place where the good things become greater things.

Needless to say that this experience was a highly enriching and educating one

as I went from one department to another and got opportunities to train under several highly

respected senior professionals. I learnt that every Individual is different ant that every one has

something unique to offer. I learnt that every job has its nuances and its value and that no job is

superior to the other.

I learnt that on needs to constantly improve and improvise that this is just the beginning of along

road ahead full of challenges, but I know that I will be able to run along as I got the opportunity

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to continuously introspect and improve as a budding professional and as well as a better human

being.

I thank all the people who have helped me in several different ways that will go along way in

facilitating the commencement of a wonderful journey.

Annexure

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