Report ITC Welcomhotel.doc

7/23/2019 Report ITC Welcomhotel.doc

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Hewlett-Packard


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INDEX

Sr. No. Topic Page No.

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About ITC Welcomhotel

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Overview

WelcomHotel Vadodara, Vadodara

A ra!d "e#i#al

In an ambience steeed in !ist"r#$ c"mlemented b# a ric!ness "% c&lt&reac'&ired t!r"&g! cent&ries$ (elc"m!"tel )ad"dara is a leading 5 star

!"tel in )ad"dara w!ic! brings #"& w"rld class l&*&r# wit! t!e warmt! "%

Indian !"sitalit# in an e*erience t!at is &nmistakabl# grand+ ,!is 5 star

b&siness !"tel resents a range "% c&isines$ acc"mm"dati"n and

recreati"n "ti"ns t!at are c"marable wit! t!e best in )ad"dara+

&ilt ar"&nd t!e swimming ""l in st#le "% t!e ste wells "% .&/arat$ t!is

c"ntem"rar# str&ct&re "0ers m"dern %&rnis!ing and c"m%"rts$ wit! t!e

a&re waters "% swimming ""l c""ling envir"nment d&ring t!e !"ttestm"nt!s+ )ad"dara$ a raidl# devel"ing ind&strial cit#$ w!ere t!e ast is

still alive in its traditi"nal !andicra%ts$ its c&lt&re and legends+

(elc"mH"tel )ad"dara t!e cit#s "nl# ve star !"tel$ is l"cated in t!e

!eart "% t!e d"wnt"wn b&siness and entertainment district+

Elega!t a!d di$ti!gui$hed

In )ad"dara$ /&st 8 km awa# %r"m t!e air"rt$ t!is ma/estic 5 star l&*&r#

!"tel rearms t!e grande&r and "&lar arc!itect&ral st#les "% .&/arat+

l&*&ri"&s b&siness !"tel b&ilt t" cat&re t!e essence "% )ad"daras ric!

!ist"r#$ (elc"m!"tel )ad"daras b&ilding was c"nceived as an "asis in t!e

b&s# d"wnt"wn l"calit#+ ,!e design and arc!itect&re reects adatati"ns

"% vari"&s %acets "% .&/arat t!e 9&nken :"&rt#ard in t!e middle "% t!e

!"tel is insired b# t!e )a"vdi$ t!e %enestrati"n in t!e e*ternal %a;ade is

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A 'orld o( com(ort a!d lu)ur&, 'ith re$po!$ibilit&

(elc"m!"tel )ad"daras re&tati"n as )ad"daras leading 5 star l&*&r#

!"tel is anc!"red in man# %act"rs+ Having t!e distincti"n "% being t!ecit#s "nl# @ive 9tar H"tel$ it !as been t!e !"tels "ng"ing endeav"&r t"

meet and e*ceed t!e e*ectati"ns "% "&r g&ests+ ,!e !"tel "0ers 133

r""m incl&ding 6 s&ites "% l&s! acc"mm"dati"n and t"-"%-t!e-line

&siness$ :"n%erence and ?eis&re %acilities tail"red t" t!e re'&irement "%

t!e discerning and m"dern da# b&siness traveller+

*acilitie$ + Ame!itie$ pro#ided o! complime!tar& ba$i$

Hotel *acilitie$

24 !"&r c"ncierge service

24 !"&r c&rrenc# e*c!ange

24 !"&r r""m service

ccess t" 9a$ 9al"n and Healt! :l&b

ccess t" 9wimming P""l

)alet and sel%-arking %acilities

I! "oom *acilitie$

Internet &sage at t!e &siness :entre %"r 3A min&tes er da#=lectr"nic 9a%e

>&lti-c!annel televisi"n

Bail# newsaer

.&est stati"nar#

"ttled mineral water

,eaC:"0ee maker

Pers"nal care amenities

,!e !"tel is sread "ver ar"*imatel# 12AAA 9'+ >etres+

Productio! Departme!t

,!e Pr"d&cti"n deartment in t!e !"tel basicall# carries "&t %""d

r"d&cti"n+ ,!e %""d is made in resect "% t!e %"ll"wingD

Eesta&rant "rders F 2 Eesta&rants

E""m 9ervice "rders

an'&et "rders

,!e deartment !as a r""m service cabin w!ic! n"tes d"wn t!e "rders%r"m t!e !"tel g&ests w!" wis! t" "rder %""d in t!eir resective r""ms+ s

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s""n as t!e "rder is received$ t!e details "% t!e "rder are %ed int" a small

c"m&ter+ Gitc!en Order ,icket GO, is iss&ed t" t!e resective c&isine

area vi+ >&g!lai$ :!inese$ :"ntinental etc+ deending "n t!e "rder

laced+ =ac! c&isine area !as a rinter attac!ed t" it+ s t!e GO, is

iss&ed$ t!e resective c&isine area sta0 receives t!e details "n t!eirresective rinters+ ,!e kitc!en "rder ticket c"ntains details like+ In t!e

case "% ban'&ets$ t!e kitc!en sta0 gets t!e details "% t!e "rder %r"m a

d"c&ment kn"wn as @&ncti"n Pr"sect&s+ ,!is d"c&ment menti"ns t!e

date and time "% t!e event taking lace in t!e ban'&et !all and t!e %""d

items t" be reared %"r t!at event+

Once t!e %""d is c""ked and read# t" be served$ t!e kitc!en sta0 laces it

"n t!e ick & tables %r"m w!ere t!e stewards c"llect t!e same and

deliver it t" its intended reciient+,!e deartment !as vari"&s mac!ines

wit! w!ic! it r"d&ces %""d+

,!ere is a mac!ine secicall# c"ntaining ice c&bes+ sanitiser t&b "% 1AA

t" 2AA PP>+ ,!ere are searate c!"ing w""ds %"r c&tting vegetarian

and n"n vegetarian items+ ,!ere is a searate area all"tted %"r was!ing

dis!es+ ,!e dis!es are was!ed in a was!ing mac!ine and stacked

searatel#+ ,!ere is an =gg aste&riser w!ic! is &sed %"r aste&rising

eggs+ searate mac!ine is dedicated %"r slicing bread+

vac&&m acking mac!ine is ket %"r n"n vegetarian c&ts and slices+

,!e deartment !as a live kitc!en w!ic! is ad/acent t" a resta&rant+ ,!e

Gitc!en is "erati"nal d&ring break%ast time and is &sed %"r rearing

items like d"sa$ "melette$ eggs etc+

!#giene ki"sk !as been secicall# laced t" ens&re t!at all kitc!en

sta0 maintain !ig! !#gienic standards+ ,!e !#giene ki"sk enables "ne t"

was! !isC!er !ands+

,!ere is an "ven %"r rearing t"asts+

,!e 9"&t! Indian c&isine is available "nl# %"r break%ast w!ereas t!e

c"ntinental c&isine is "en %"r c"ns&mti"n %"r 24 !"&rs+

In resect "% sandwic!es and salads$ t!ere is an a&t"matic mac!ine %"r

eeling+

,!e deartment !as s&cient n&mber "% 2 d""r and 4 d""r %ridges+ ,!ere

is a blast c!iller %"r c""ling "% .ravies and 9a&ces+

9"&s and :!inese c&isine are available %"r l&nc! and dinner+ ,!e tand""r

c&isine is als" available %"r l&nc! and dinner+ ,!e Indian c&rr# and t!eban'&et als" serve %""d d&ring l&nc! and dinner+

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,!ere is a searate area assigned %"r Halwai and Indian c&isine+

,!e deartment dis"ses "0 its garbage in c"l"&red bins+

.reen c"l"&red bins %"r bi"-degradable waste

Jell"w c"l"&red bins %"r rec#clable lastic Eed c"l"&red bins %"r K"n rec#clable and n"n degradable waste

,!ere is a H"t was! area all"tted %"r cleaning big vessels+

,!e Pes!awari Gitc!en in t!e !"tel serves "nl# dinner and it is a live

kitc!en+

,!ere is an "ven r""m w!ic! c"nsists "% an electricCgas "ven+

,!ere is a c"n%ecti"nar# r""m w!ic! is &sed %"r t!e rearati"n "% cakes

and desserts+ It !as 2 d"&g! mi*ers$ 1 d"&g! s!eeter and a 4 d""r %ridgeand a baker# c&b"ard w!ic! is st"cked wit! c"n%ecti"nar# items+

,!ere are 2 c"ld st"rage %acilities w!ic! "erate "n a temerat&re range

"% A-5L:+ ,!e %acilities are &sed %"r t!e &r"se "% st"ring Halwai$

baker#$c"ntinental %""d$ vegetarian and n"n vegetarian items+

,!ere is a dee %reeer %acilit# as well w!ic! !as been divided int" 2

secti"ns+ In "ne secti"n$ %r&its and vegetables are st"cked and t!is secti"n

"erates between A-5L: and t!e "t!er secti"n c"ntains K"n vegetarian

items$ c!eese and Ice cream and "erates at -18L: and bel"w+

,!ere is a t"mat" &lveriser w!ic! is &sed %"r making t"mat" &ree+

,!ere are 2 masala grinders w!ic! are &sed %"r making idli and d"sa

batter+ ,!ere is a "tat" eeler w!ic! is &sed %"r rem"ving t!e "&ter skin

"% "tat"es+ ,!ere is a b&tc!er# secti"n %"r n"n vegetarian items and a

mincer mac!ine+ ,!ere is a b"ne saw mac!ine as well+

,!ere is "ne searate r""m w!ic! is dedicated t" st"rage "% s"%t drinks

and mineral water+

Raw Materials

,!e eris!able items are &rc!ased dail#+ ,!e "rder is generall# laced

ar"&nd 3 m+ ,!e gr"cer# "rders are laced bi-m"nt!l# and s"metimes

even "n a m"nt!l# basis+

,!e raw material re'&irements are &nc!ed int" t!e 9P s#stem+ ,!e

re'&irements are t!en sent t" t!e Head "% Beartment HOB %"r

ar"val+ %ter making an# re'&ired c!anges$ t!e HOB sends t!e

re'&irements t" t!e st"rekeeer$ w!" t!en iss&es t!e raw materials+

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@"r t!e &rc!ase "% raw materials$ a &rc!ase re'&isiti"n is reared+

:"ies "% t!e same are sent t" t!e P&rc!ase >anager and t!e Mnit @inance

:"ntr"ller+

In relati"n t" t!e r"tati"n "r m"vement "% t!e st"ck$ t!e !"tel %"ll"ws t!e

@irst in @irst "&t @I@O met!"d and t!e @irst =*ir# @irst O&t @=@O

met!"d+

Quality Standards

,!e deartment %"ll"ws .""d >an&%act&ring Practices .>P and .""d

H#gienic Practices.HP as %ar as '&alit# is c"ncerned+

,!e deartment %"ll"ws 9i* 9igma and Gaien+ @&rt!er$ t!e deartment is

re'&ired t" s&bmit 1 Gaien er week t" t!e management+

Staf

,!e kitc!en is sta0ed wit! 36 e"le+ ,!ere are 18 stewards in t"tal+ ,!e

deartment %&ncti"ns in di0erent s!i%ts "% N !"&rs+ t "ne s!i%t$ t!e

kitc!en sta0 is ar"*imatel# between 12-15 eml"#ees and t!e stewards

are ar"*imatel# 4-5+

E!gi!eeri!g Departme!t

,!is deartment essentiall# takes care "% t!e all t!e tec!nical iss&es

relating t" "wer$ water etc+ :"mlaint >anagement 9ervice :>9

s#stem enables t!e deartmental sta0 t" l"gin int" t!e s#stem and n"te

d"wn t!e c"mlaints+ ,!e c"mlaints are &s&all# registered via t!e

H"&sekeeing deartment "r %r"m t!e Eeceti"n+ ,!e !"tel g&ests

c"mlain t" eit!er t!e Eeceti"n "r t!e E""m service+ ,!e !"&sekeeing

deartment directl# re%ers t" t!e =ngineering deartment+ ,!e c"mlaints

&s&all# relate t" maintenance "r reair "% all electrical e'&iments and

"t!er tec!nical iss&es related t" t!e "t!er assets "% t!e H"tel+ r"&tine c"mlaint b# t!e H"&sekeeing deartment is re'&ired t" be

s"lved wit!in 15 min&tes "% l"dging "% t!e c"mlaint+ In t!e case "% a

g&est c"mlaint$ immediate acti"n is re'&ired t" be taken and t!e

c"mlaint is re'&ired t" be s"lved wit!in 5 min&tes "% l"dging "% t!e

c"mlaint+ I% wit!in t!e rst 15 min&tes "% l"dging "% t!e c"mlaint$ t!e

iss&e is n"t res"lved$ t!e matter is re%erred t" t!e 9&ervis"r "% t!e

deartment+ I% t!e s&ervis"r is &nable t" res"lve t!e matter wit!in t!e

ne*t 15 min&tes$ t!e matter is escalated t" t!e :!ie% =ngineer+ I% t!e :!ie%

engineer is als" &nable t" res"lve t!e matter wit!in 15 min&tes$ t!ematter is re%erred t" t!e .eneral >anager "% t!e H"tel+

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,!e Beartment is re'&ired t" reare a Preventive >aintenance

B"c&ment in relati"n t" t!e Gitc!en e'&iment and H"&sing >aintenance

s" t!at t!e general "erati"ns are n"t a0ected+

,!e deartment is sta0ed wit! 17 eml"#ees w!" are sread "ver t!e

di0erent s!i%ts+

,!e deartment als" kees a c!eck "n t!e sa%et# s#stems installed in t!e

!"tel s&c! as water srinklers in case "% re$ re alarms in case "%

sm"ke+

,!e engineering deartment als" c"ntr"ls t!e swimming ""l lterati"n

lant as well as t!e lant w!ic! r"vides :entralised ir :"nditi"ning+

,!e :"r"rati"n water r"vided t" t!e !"tel is ltered and t!is water is

assed t!r"&g! a water s"%tener mac!ine and t!e s"%tened water is t!entrans%erred "nt" a tank+ ,!is water is t!en trans%erred t" EO+

,!e water is &sed %"r general &r"ses+ ,!e kitc!en water is assed

t!r"&g! a b"iler w!ic! "erates at 48L:+ ,!is water is &sed %"r generating

steam+ ,!e water in t!e lant is re-&sed till it is deleted+

,!e ies in t!e lant are c"l"&r c"ded t" disting&is! between c"ld water

and re water+ (!ereas t!e green c"l"&r transmissi"n ies are &sed t"

transmit c"ld water$ t!e Eed c"l"&red ies are &sed %"r water t" be &sed

in case "% emergencies like re+ ,!ere is a searate re area designed int!e engineering lant w!ic! c"ntains all t!e &ms and transmissi"n lines

%"r water+

searate electrical area !as been assigned in t!is deartment w!ic!

!"&ses t!e b"iler+ ,!e b"iler water is !eated between 45L: t" 48L:+ ,!e

caacit# "% t!e b"iler is 13AAA litres+

,!ere are als" man&al call "ints in case i% a re breaks "&t+

Banquet

,!e ban'&et is mainl# &sed %"r t!e &r"ses "% !"lding c"n%erences$

e*!ibiti"ns and "t!er events+ ,!ere are 2 !alls &sed in t!e ban'&et

:!andraba !all F caacit# "% 15A ers"ns

"t!er details regarding t!e ban'&et !alls+ ,!e !"tel sends a r""sal inres"nse t" t!e '&er# menti"ning t!e seating arrangement$ g&est name$

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name "% t!e c"man# i% alicable$ c"ntact ers"n %"r event$ %&ncti"n

timing$ rice$ terms and c"nditi"ns$ men&$ a#ment m"de etc+ ,!e details

relating t" "t!er re'&irements like stage$ "wers etc are als" menti"ned+

%ter t!e %&ncti"nCevent$ t!e %&ncti"n r"sect&s and t!e bill are sent t"

t!e @inance acc"&nts deartment+

,!e !"tel r"vides "nl# t!e %""d and seating arrangements+ ,!e e*tra

re'&irements are arranged %r"m "&tside s"&rcesCs&liers+ On t!e da# "%

t!e event$ t!e set & takes an average "% 2 t" 3 !"&rs+ .enerall# 4 e"le

are s&cient %"r setting & t!e !all+ =*tra ers"nnel are del"#ed based

"n t!e event and sit&ati"ns+ %ter t!e event is "ver$ t!e winding & takes

an average "% 2 t" 3 !"&rs+ ,!ere is a ban'&et manager w!" !as a

dedicated team t" l""k int" t!e "erati"ns "% t!e ban'&et !all+ ,!e events

are re-sc!ed&led+ ,!e %""d %"r t!e event is c""ked 1 !"&r ri"r t" t!ebeginning "% t!e event+ H"wever$ t!e semi-r"cesses like was!ing "% raw

materials$ &lses$ lentils etc are &ndertaken 1 da# ri"r t" t!e event+

,!ere is n" service r"vided in t!e ban'&et !all at t!e time "% serving

b&0et+ ,!e kitc!en reares t!e %""d and kees it "n t!e tables near t!e

ban'&et !all+ ,!e b&0et is a sel% service activit# %"r t!e g&ests+ =ver#t!ing

%r"m s"&$ salads$ main c"&rse and desserts is ket "n t!e table+ Its a

%"rmal sit d"wn area+ Onl# t!e @""d everages deartment @ is

inv"lved in t!e "erati"ns "% t!e ban'&et !all+ ,!ere is a ban'&et "ce

w!ic! n"tes d"wn all t!e details relating t" t!e events %r"m t!e clients+,!ese details are taken d"wn in a d"c&ment kn"wn as t!e @&ncti"n

Pr"sect&s+ c"# "% t!is d"c&ment is als" sent t" t!e @ deartment as

it c"ntains a list "% all t!e %""d items w!ic! t!e g&est re'&ires t" be

reared "n t!e da# "% t!e event+

Eegarding t!e a#ment %"r t!e event$ t!e !"tel accets direct cas! and

credit card as a m"de "% a#ment+ In case i% t!e client is a big c"man#$

t!e ban'&et "ce reares a bill in t!e name "% t!e c"man#+

,!e ban'&et deartment is sta0ed wit! 6 e"le+

@"r an event$ t!e ban'&et deartment takes a da# t" make arrangements

and set & t!e dec"r %"r t!e !alls+ ,!e set & varies %r"m event t" event+

Human Resources

,!e HE deartment basicall# c"vers t!e %"ll"wing %&ncti"ns

=*tra man"wer

9alaries

9tiends ,raining

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=ml"#ee wel%are activities

Ind&cti"n and training

@&llling t!e re'&irements "% t!e Healt! 9a%et# "lic#

=*it interviews

:"r"rate 9"cial Ees"nsibilit# :9E

,!e ind&cti"n eri"d %"r an eml"#ee generall# takes 3 da#s+ ,!e

eml"#ees "n /"ining are re'&ired t" ll a %"rm w!ic! takes d"wn all t!eir

ers"nal and "t!er details+

Points discussing the location o the hotel

1+ P"wer 9&l#,!ere are 2 "wer lines F 1 l"w tensi"n line and 1 !ig! tensi"n line+,!e !"tel demands a "wer s&l# "% 475 G)+ ,!e !"tel receives

electricit# s&l# %r"m .&/arat =lectricit# "ard .= 9&b!an&ra

9&bdivisi"n+ ,!ere is n" r"blem in relati"n t" t!e "wer s&l#

received b# t!e !"tel as t!e !"tel !as a secial line all"tted t" it b#

t!e .=+2+ Q&alit# 9tandards ,!e !"tel is t!e 1st!"tel in .&/arat t" receive t!e

I9O 14AA1 and I9O 22AAA certicates+ ,!e I9O 14AA1 is in relati"n

t" t!e service ind&str# and t!e I9O 22AAA is in relati"n t" t!e H::P

%"r %""d+

3+ rea "% l"cati"n ,!e !"tel is sit&ated in t!e rime area "% lka&riin bar"da+ It is a ver# im"rtant l"cati"n in t!e ."lden :"rrid"r i+e+

t!e area between Bel!i and >&mbai+ It is t!e rst 5 star H"tel in

.&/arat 9tate+4+ (ater s&l# F ,!e !"tel receives its water %r"m t!e >&nicial

:"r"rati"n+ ,!e water is received %r"m t!e (adi vadi water tank+

,!e !"tel water c"nnecti"n enables it t" receive 6 inc!es "% water+

,!e !"tel re'&ires 8A-NA G? "% water er da#+ In case "% s!"rtage in

t!e :"r"rati"n water$ t!e !"tel e*tracts water "% ab"&t 2A-4A G? "%

water er da#+5+ ."vernment P"lic# F ,!e ."vernment "licies are deendent "n

c"nditi"ns revailing at di0erent times+ .enerall# t!e# are

%av"&rable %"r t!e !"tel+ ,!e !"tel is als" re'&ired t" "btain c"nsent

%r"m t!e .&/arat P"ll&ti"n :"ntr"l "ard regarding ad!erence t"

envir"nment reg&lati"ns+6+ ,!e !"tel is l"cated in a semi-c"mmercial area+ ,!ere is a eace%&l

envir"nment ar"&nd t!e !"tel and n" dist&rbances "cc&r ar"&nd t!e

area+ ,!e !"tel d"es n"t %ace an# r"blem in relati"n t" air and

water "ll&ti"n+ ,!e !"tel c"nd&cts a eri"dic c!eck& "% t!e ir

'&alit#$ water '&alit# and s"&nd+

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7+ ,!e !"tel !as eas# access t" its s&bc"ntract"rs+ ,!e raw material

%"r t!e %""d is r"c&red %r"m t!e l"cal market F G!andera" market+8+ ,!e ."vernment "% .&/arat !as r"vided t!e !"tel site "n rental+N+ ,!e lab"&r is easil# available %"r t!e vari"&s deartments in t!e

!"tel+ ?ab"&r is als" r"vided b# lab"&r c"ntract"rs+ ,!e skilled

lab"&r is r"c&red t!r"&g! management instit&tes+1A+ ,!e lka&ri .#mk!ana is l"cated at between 3AA F 4AA

metres %r"m t!e !"tel+ ver# r"minent sc!""l in )ad"dara$ ar"da

Hig! 9c!""l is l"cated ab"&t 7AA metres %r"m t!e !"tel+11+ ,!e !"tel is l"cated ver# cl"se t" t!e :entral market+12+ 9"me "% t!e raw material is &rc!ased %r"m t!e centralised

deartment at Kew Bel!i+13+ .""d and c"nvenient trans"rtati"n %acilities are l"cated

ar"&nd t!e !"tel+ ,!e !"tel is als" sit&ated ver# cl"se t" t!e ir"rt$

Eailwa# 9tati"n and t!e &s 9tand+

Saety Standards

,!e sa%et# standards are %"ll"wed wit! resect t" electrical c"nnecti"ns

and re c"nnecti"ns+ ,!e !"tel is t!e rst !"tel t" !ave c"me & wit!

?ig!tning Pr"tect"rs+ ,!ere is a sewage treatment lant w!ic! treats water

"% ab"&t 15A G? a da#+ ,!e treated water is segregated and &sed %"r

cleaning t!e ar"ac! r"ads$ gardening andc""ling t"wer+

@"r administering rst aid in case "% mis!as and emergencies$ t!ere is a

dedicated team "% ab"&t 36 eml"#ees in t!e !"tel w!" !ave been

r"vided training in t!is regard+

,!e !"tel als" !as an emergenc# rearedness lan in lace t" deal wit!

emergencies+

s er ."vernment g&idelines$ t!e !aard"&s waste is sent t" a&t!"rised

rec#cler+ =ven t!e e-waste s&c! as b&lbs$ t&belig!ts etc are sent t" t!e

a&t!"rised rec#cler+ ,!e kitc!en waste s&c! as c""ked "il are sent %"r9mall scale Ind&str# &se+

,!e !"tel als" !as an nn&al Eate :"ntract wit! a t!ird art# t" meas&re

ir$ (ater and 9"&nd+

Front oce Deartment

,!e deartment essentiall# takes care "% t!e reservati"n re'&irements "%

t!e g&ests at t!e !"tel+ >"st "% t!e reven&e "% !"tels is generated %r"mr""m acc"mm"dati"n %acilit#+ @r"nt "ce !andles t!e r""m invent"r#+

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Eeservati"n deartment is t!e backb"ne "% %r"nt "ce deartment+ It

!andles t!e r""m invent"r# w!ic! is eris!able in nat&re+

,!e Eeservati"n deartments rimar# activit# is reven&e management+ It

!els t!e !"tel t" sell t!e rig!t r""m at t!e rig!t rate+ ,!is deartment

anal#ses t!e market and acc"rdingl# sets t!e rates+

@r"nt "ce deartment is engaged in %"ll"wing activities

1+ .&est c!eck In F In t!is r"cess several "t!er activities are inv"lved+@irstl# ri"r t" g&est c!eck in$ detailed in%"rmati"n is "btained

regarding t!eir arrival$ deart&re$ da#Cdate "% arrivalCdeart&re$ t#e"% r""m etc+ Here all t!is in%"rmati"n is ac'&ired t" lan and c"ntr"l

t!e invent"r#+ ,!e c!eck in r"ced&re takes ar"*imatel# 5min&tes+

2+ .&est :!eck "&t F ,!e g&est settles t!e bill at t!e receti"n 15

min&tes be%"re t!e c!eck "&t time+ It generall# takes 3-4 min&tes t"

settle t!e bill+ ill incl&des all services en/"#ed b# t!e c&st"mer %r"m

r""m service t" resta&rant$ ban'&et and la&ndr# services+ t t!e

time w!en t!e service is r"vided$ t!e bill is reared and t!e

signat&re "% t!e c&st"mer is taken "n t!e bill as a r""% t!at all

t!ese services are en/"#ed b# t!e c&st"mer+ ,!e @r"nt "ce kees a

rec"rd "% t!e bills "% t!e resective c&st"mers+ :&st"mers can settle

t!e bill at t!e revi"&s nig!t ri"r t" c!eck "&t als" and c!eck "&t in

m"rning+ I% t!ere is an# e*tensi"n t" t!e sta#$ t!e same !as t" bec"nve#ed t" t!e !"tel ri"r t" c!eck "&t as t!e r""m c"&ld !ave

been b""ked %"r t!e ne*t c&st"mer+ t times t!e r""m ma# n"t be

available d&e t" %&ll "cc&anc#$ s" t!e !"tel re'&ests t!e c&st"mer

t" make alternative arrangements+ ,!e :&st"mer is re'&ired t"

c!eck "&t at time as menti"ned at t!e time "% b""king a r""m+

3+ Q&e&e times F ,!ere are 3 deskCstati"ns in t!e receti"n area w!ic!enables t!e sta0 t" attend 2 g&ests at a time "n eac! stati"n+ ,!e

r"ced&re "% c!ecking "&t takes ar"*imatel# 3-4 min&tes+

4+ ,!e deartment &ses OP=E and P>9 Pr"ert# >anagement

9#stem %"r r""m reservati"ns+

5+ ,!e %r"nt "ce deartment incl&des 23 ers"nnel al"ng wit! 3

e"le %r"m !ealt! cl&b+ ,!e deartment !as 3 managers+ 1 ers"n

is res"nsible %"r centralised reservati"ns+ ,!e receti"n area is

sta0ed wit! 7 ers"ns incl&ding t!e cas!ier+ ,!e bell desk !as 5

ers"ns+ ,!ere are 4 ers"ns %"r g&est relati"ns w!ere t!e#

ers"nall# meet g&ests t" take t!eir %eedback "n t!eir e*eriences

"% sta#ing at t!e !"tel+ ,!e %&ncti"ns er%"rmed b# t!e g&estrelati"ns eml"#ees are basicall# an e*tensi"n "% t!e .eneral

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>anagers res"nsibilities+ ?astl# 2 ers"ns are a"inted "n

tele!"ne desk+

B"c&mentati"n r"ced&reEeservati"n b# g&est is d"ne b# email+ I% t!e g&est is b""king a

r""m in t!e name "% t!e :"man# t" w!ic! !eCs!e reresents$ t!e

!"tel bills t!e c"man#+ In s&c! cases$ t!e c"man# !as t" be

ar"ac!ed in advance beca&se t!e c"man# will settle t!e bill "n

be!al% "% t!e c&st"mer+

:redit is given t" t!"se c"manies w!" !ave been ar"ved in

credit list "% t!e !"tel+ ,!e list is reared "n t!e basis "% vericati"n

"% t!e bank d"c&ments t!at are s&bmitted b# t!e c"manies+ e%"re

accetance "% a reservati"n$ t!e 9ales @inance deartment willveri%# t!e :"man#s creditw"rt!iness+

Eegistrati"n card als" kn"wn as @ @"rm is &sed at t!e time w!en

t!e g&est c!ecks int" t!e !"tel+ ,!e signat&re "% t!e g&est is taken

"n t!e @ @"rm+ ,!is is t!e c"ntract d"c&ment between t!e !"tel and

t!e c&st"mer+ ,!e @ @"rm rescribes details "% t!e g&est s&c! as

designati"n$ c"ntact details$ Bate "% birt!$ ass"rtCvisa

details%"reigner etc+

,!e !"t" IB !as been made mandat"r# %"r t!e !"tel g&ests+ In

case "% %"reigners$ t!e ass"rt is re'&ired and in case "% Indians F

Brivers license$ )"ters IB$ Pass"rt$ ad!ar card etc is re'&ired+

t t!e time "% c!eck-in$ t!e g&ests are brie%ed ab"&t t!e 13 !"&se

r&les ab"&t t!e !"tel+ .&ests !ave t" sign t!e d"c&ment c"ntaining

t!ese r&les+

In additi"n t!e %"reigners are re'&ired t" ll in t!e : @"rm+ It is t!e

d"c&ment "% c"ntract between t!e !"tel and t!e %"reign c&st"mers+

Pri"r t" t!is$ all necessar# in%"rmati"n "% t!e c&st"mer is ac'&ired

w!ic! incl&des all ers"nal details$ ass"rtCvisa details$ &r"se "%

visit and !"t" IB+: %"rm c"ntains details like nati"nalit#$ date "% iss&e "% visa$ date "%

e*ir#$ %"reigner c"ming %r"m and g"ing t" details+ ,!is is s&bmitted

t" %"reign registrati"n "ce sit&ated at narmada b!&van wit!in 24

!"&rs+ ,!is r"cess is &ndertaken "n a dail# basis b# t!e !"tel+

:""rdinati"n wit! "t!er deartments F

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@r"nt "ce !andles t!e travel attern at t!e time "% arrival "r

deart&re "% t!e g&est+ ll t!is is taken care "% b# t!e travel !"&se

w!ic! is a s&b deartment t" t!e @r"nt "ce deartment+ @&rt!er$

t!e g&est r""m is ket read# b# t!e H"&se keeing deartment+ ,!e

@r"nt desk "ce kees t!e amenities read# %"r &se b# t!e g&est int!e r""m+ ,!e @ deartment laces re%res!ments in t!e r""m+ I%

t!e g&est re'&ires secial %acilities like B)B la#er etc$ t!e

engineering deartment ens&res t!at it is installed in t!e r""m+,!e

!"&sekeeing deartment ens&res t!at all t!e lig!ts and : in t!e

r""m are in w"rking c"nditi"n+

House !eeing Deartment

,!e deartments activities incl&de

la&ndr#$

r""m cleaning$

lacing sanitar# r"d&cts and

ens&ring t!at t!e re%res!ments are laced+

,!ere is a searate area assigned %"r la&ndr#+ 9"iled linen is c"llected at

t!e entr# "int+ ,!e c"llected linen is t!en s"rted int" t"wels$ beds!eet$

B&vet :"ver and ill"w c"vers+ ,!e la&ndr# bill is ket al"ng wit! t!e

cl"t!es in t!e g&ests la&ndr# bag+ ,!e bill c"ntains item$ g&est name+ ,!e

register maintained b# t!e deartment c"ntains details like t!e g&est

name$ r""m n&mber$ t#e "% cl"t!es$ brand name "% t!e cl"t!es$ la&ndr#

delivering man wit! time and v"&c!er n&mber+ ,!e cl"t!es given b# t!e

g&ests are bi%&rcated int" lig!t c"l"&red and dark c"l"&red cl"t!es %"r

searate was!ing+ :"at is ket searatel# %"r dr#cleaning+ ,!ere is a

was!ing mac!ine %"r cleaning "% g&est la&ndr#+ ,!e %"ll"wing c!emicals

are &sed %"r was!ing t!e cl"t!es

:la* 2AA 9

:la* cr#stal :la* H#"magic leac!

:la* Einse and

:la* 9"%tener

,!e was!ing r"cess takes ar"&nd 45 min&tes and t!e caacit# "% t!e

mac!ine is 1A kg+

,!ere is a linen mac!ine %"r beds!eet$ d&vet s!eet$ ill"w c"ver$ bed mat$

bat! t"wels$ bat! mats$ !and and %ace t"wels+ ,!e caacit# "% t!e

mac!ine is 5A kg and t!e r"cess takes between 3A-45 min&tes+

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%ter was!ing$ t!e cl"t!es g" int" !#dr"mac!ine %"r t!e &r"se "%

e*tracting t!e water %r"m t!e cl"t! and t!is r"cess takes 15 min&tes+

,!ere are 2 dr#ers w!ic! "erate at 58L: + ,!ere is als" a resser-

calendar mac!ine %"r ressing t!e linen+ ,!e ressed linen is t!en %"lded

and stacked+

9team ir"n is &sed t" ress t!e g&est la&ndr#+ ,!ere is a searate !"t

mac!ine %"r c"at+ ,!ere is a searate dr#cleaning mac!ine w!ic! !as a

caacit# "% 1A kg and r&ns %"r 3A mins+

,!e c!emicals &sed %"r t!e was!ing are man&%act&red b#


16/17

,!e receti"n r"vides a r""m t" a g&est "nl# w!en it receives

c"nrmati"n %r"m t!e !"&sekeeing deartment t!at t!e r""m is

read# %"r t!e &se "% t!e g&est+H"&se keeing deartment c""rdinates wit! acc"&nts deartment

%"r bill settlement "r %"r receiving and sending c"&rier+ ,!e

deartment c""rdinates wit! @ deartment %"r receiving t!e

re%res!ment items t" be laced in t!e g&est r""m+Pe"le %r"m !"&se keeing was! t!e entrance area wit! rec#cled

water+

:"ntracts !ave been given t" di0erent c"manies %"r cleaning

wind"ws$ cleaning di0erent deartments$ est c"ntr"l$ !"rtic&lt&re

and gardening+

>r+ :lean is "ne "% t!e c"ntract"rs w!" !ave been given t!ec"ntract "% cleaning wind"ws and d""rs+ 2 ers"ns c"me dail# %r"m

>r+ :lean %"r 2 !"&rs+=agle services !as been given t!e c"ntract %"r !"rtic&lt&re+ 4

w"rkers c"me dail# %"r gardening+Q&ickest c"ntr"l !as been given t!e c"ntract "% est c"ntr"l+ Bail#$

t!e r""ms are c"vered and t!e area ar"&nd t!e !"tel is als"

c"vered+ Pest c"ntr"l is administered b"t! in t!e m"rning and

evening+

Restaurant

,!ere are tw" resta&rants in t!e !"tel+,!e Pes!awari resta&rant is an acclaimed c&isine %r"m K"rt! (est

%r"ntier+ ,!e men& "0ers wide c!"ice "% kebabs$ vegetarian dis!es$

Indian breads and %am"&s Bal &k!ara+ It "erates "nl# in t!e

evenings %r"m 73Am t" 113Am+ It d"es n"t "0er rice "r s"&+

,!e :amba# Pavili"n is a m&lti c&isine resta&rant serving :!inese$

Indian$ :"ntinental etc+ It serves break%ast$ l&nc! and dinner b&0et+In b"t! t!e resta&rants$ t!e g&ests are warml# welc"med and

greeted wit!in 5 min&tes+ ,!e resta&rant &ses >icr"s s#stem "%

billing+,!e resta&rant is sta0ed wit! ar"&nd 25 eml"#ees w!" w"rk in

di0erent s!i%ts+

"#$ Deartment

,!ere are tw" main %&ncti"ns er%"rmed b# t!e I+, Beartment a

dministrati"n and b Internet netw"rks+

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dministrati"n basicall# ens&res t!e w"rking and maintenance "%

!ardware+ ,!e service !as been "&ts"&rced %r"m H:? :"man# "n

an nn&al >aintenance :"ntract+,!e internet iss&es "% t!e !"tel eseciall# t!"se relating t" t!e

g&ests are als" addressed b# t!is deartment+

,!e deartment d"es n"t %"ll"w an# d"c&mentati"n+ll I, related c"mlaints are attended t" wit!in 5 min&tes+ In case "%

%ail&re t" s"lve t!e iss&e$ t!e matter is escalated t" t!e team leader+

,!e deartment is sta0ed wit! 8 ers"nnel+

,!e Internet services are "&ts"&rced %r"m >icr"sense Pvt ?td+

ased "n "&r interacti"ns wit! t!e sta0 "% t!e !"tel and "&r "bservati"ns"% t!e r"cesses and "erati"ns$ t!e %"ll"wing are "&r learnings

1+ ll t!e res"&rces at t!e !"tel s!"&ld be m"bilised e0ectivel# t"ens&re '&alit# service+

2+ It is ver# im"rtant %"r t!e deartmental !eads t" lan and ri"ritise

t!eir tasks+ ,!is is eseciall# tr&e %"r t!e %""d r"d&cti"ndeartment s" t!at %""d is reared and served "n time+

3+ ,!e manager s!"&ld e0ectivel# &tilise res"&rces like !isC!er "wn

time$ sta0 time$ m"ne#$ tec!n"l"g# etc+4+ Belegati"n "% tasks is !ig!l# im"rtant eseciall# w!en t!ere are

m&ltile r"cesses inv"lved %"r a given task+5+ :"mm&nicati"n s!"&ld be clear$ c"ncise and &nambig&"&s+6+ In case "% g&est related iss&es$ t!e r"blem s!"&ld be rectied

immediatel#+7+

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Report ITC Welcomhotel.doc

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