The document provides a project report submitted by a student at IIHM Bangalore covering their internship training at The Leela Palace in Bangalore. It includes sections on food and beverage outlets and menus, front office operations including check-in procedures, housekeeping amenities and facilities, food production areas, and concludes with the student's learnings. The report offers a comprehensive overview of the various departments and functions at The Leela Palace hotel in Bangalore through the student's training experience and observations.
1. IIHM BANGALORE
PROJECT REPORT
Submitted in partial fulfillment of the requirement for the II year
Industrial Training Program
Diploma in Hotel Management,
B.Sc in Hospitality and Catering from
Bharathiar University & BA Hospitality Management from
University of West London
YEAR 2013 - 2016
Topic : Project Report On
Leela Palace, Bangalore
Student Name : G Dharani Chandran
Reg. No. : Iihm13blr018
Faculty Guide :
Director : Mrs. Shalini K Charles
International Institute of Hotel Management & Catering Science
nd
874/A Krishna Temple Road, HAL 2 Stage (SSK Chambers)
Indiranagar,
Bangalore – 560038
Mrs. Dakshina Ghosh
2. ACKNOWLEDGMENT
It gives me a great pleasure to acknowledge all those who gave me their
valuable time and energy with such grace to supply valuable facts and
opinions that has helped in bringing this project to proper shape.
Much of the credits goes to our project mentor and guide, Mrs. Shoanli
Roy Kapoor and Mr. Varun Kalra. Their dedicated help and encouraging guidance
helped me in the formation and finalization of the project report.
I also dedicate my sincere thanks to Mrs. Shalini K Charles, Director of
International Institute Of Hotel Management, Bangalore.
Finally and by no means the least, I would like to express my thanks to
all who have been directly or indirectly instrumental in the successful completion
of this project.
3. Declaration
I hereby declare that this project report entitled “IIHM Bangalore Project Report”
is an original work carried out by me G Dharani Chandran, in partial fulfillment
of the requirements of the BHM program to the IIHM Bangalore under the
guidance of our business communication faculty Mrs. Moksha Sharma. This work
or any part of this work has not been previously submitted for degree, diploma
or anyinstitutionelsewhere.
G Dharani Chandran
2
5. 1. Introduction
HOTEL FACTS
No. of Rooms : 357
Address : The Leela Palace, Bangalore
23, Old Airport Road, Kodihalli,
Bangalore – 560008
Telephone No. : +91 80 2521 1234
Facsimile No. : +91 80 2521 7245
Website : www.theleela.com
Architect of the hotel : Thomas Associates
The company Leela venture Private limited was started by Capt. C.P. Krishnan Nair
which is named after his beloved wife Mrs. Leela Nair. The Leela Palace Bangalore is
spread over nine acres of lush gardens, resplendent with cascading waterfalls and ornate
blooms, The Leela Palace Bangalore is among the few places to stay in Bangalore , which is
unabashed in its opulence. Strategically situated near the Bangalore's old airport, the hotel
showcases the architectural glory of Mysore. The art embellishments through the hotel by
Mrs. Madhu Nair.
(source http://www.luxurylink.com/5star/hotels/bangalore-india/leela-palace-bangalore):
1
6. 2. Company Strategy
Our vision
“To be the leading business and destination hotel in India”
Our Mission
• We will sustain our market dominance by providing the finest in personal service for
our Guests.
• Our Food & Beverage and Spa Concepts will reflect Innovation and Creativity. We
recognise our responsibility to conserve the Environment and Support Local
Community.
• We will nurture & protect our assets and ensure we utilise them in the most efficient
manner leading to best results.
Our Motto
Atithi Devo Bhava (Guest is God)
Our Value
• People
• Teamwork Innovation & Continual Improvement
• Product
• Profitability
• Customer Delight
Our Employees Program
Awsome is us
2
7. Other Hotels of Leela Groups
The Leela Mumbai
Year of Opening – 1986
No. of rooms – 391
Distance from
International Airport –1.5 kms
Domestic Airport – 7 kms
General Manager – Mr. Ashish Kumar Rai
The Leela Goa
Year of Opening – 1990
No. of rooms – 206
Distance from
International Airport – 47 kms
Domestic Airport – 47 kms
General Manager – Mr Shridhar Nair
The Leela Kovalam
Year of opening – 2008
No. of rooms – 183
Distance from
International Airport – 15 kms
Domestic Airport – 15 kms
General Manager – Mr N C Somiah
The Leela Gurgoan
Year of opening – 2009
No. of rooms – 322 rooms
+ 90 service apartments
Distance from
International Airport – 5 kms
Domestic Airport – 7 kms
General Manager –Mr Michael koopman
Source : (http://www.@theleela.com/Location/)
Source : (http://www.@theleela.com/Location/)
Source : (http://www.@theleela.com/Location/)
Source : (http://www.@theleela.com/Location/)
3
8. The Leela Palace Udaipur
Year of opening – 2009
No. of rooms – 80
Distance from
Airport – 28 kms
General Manager – Mr Abhishek Sahai
The Leela Palace, New Delhi
Year of opening – 2010
No. of rooms – 260
Distance from–
International Airport – 15 kms
Domestic Airport – 13 kms
General Manager – Mr. Louis Sailer
The Leela Palace Chennai
Year of opening – 2012
No of rooms – 326
Distance from
Airport – 16 kms
Resident Manager – Mr. K M Chengappa
Source : (http://www.@theleela.com/Location/)
Source : (http://www.@theleela.com/Location/)
Source : (http://www.@theleela.com/Location/)
4
9. 3. Methodology
This report was compiled on all the information collected during
the course of 22 weeks of training. The methods learnt and observations
made while training was also helpful in creating this report. The information
collected is from the weekly log books, Internet, magazines and from
colleagues who also trained at the hotel.
5
10. 4. Executive Abstract
rd
This report is considered as one of the most important submission for 3 Semester
in second year as industrial exposure trainee in any of the five star property
which provides knowledge through work which is called LTW (Learning Through Work)
th st
and this training is of 22 weeks from 26 May 2014 to 31 October 2014.
The training is provided to fill student's brain with the ideas related to back operations
functioninginahospitalityatmosphere.Itmainlyfocuses on four majorareas.
1. Rooms division
Housekeeping/Accommodation Operation
Front Office
2. Food and Beverage Service
3. Food Production
Detail study of the departments have been mentioned with given emphasis on the sub
sectionsofeachwithappendicesattachedandas on awhereverrequired.
6
11. 5. FOOD AND BEVERAGE
Restaurant
Manager
Bar Manager
F&B Executive
Supervisor
Captain/Team
Leader
Associates
Trainees
F & B
Manager
Asst.
Restaurant
Manager
F&B. M. – Mr. Kuruvia, Jimmy
Food and Beverage Service refers to the
provision of food as well as beverages in
an establishment such as a restaurant or a
hotel. The one pursuit that binds people
together is food. Food and beverage
service is the essential link between the
customers and the menu, beverages and
other services on offer in an
establishment. The server is the main
point of contact between the guest and the
establishment.
Source: (http://www.@theleela.com/bangalore)
Citrus
17
12. 5.1 CITRUS
Description : World Comfort Cuisine All day dining restaurant.
It is a bright, fresh, young and full of life interactive
Theater of Food and Beverage
Cuisines : European(French and Italian),
Mediterranean, Arabic, Indian (North & South)
Timings : Breakfast Buffet (Mon to Sun) -
06.30 to 10.30 am @ INR1000plus.
Lunch Buffet (Mon to Fri) - 12.00 to 3.30 pm.
Soup & Salad @ INR1000 + taxes
Soup, Salad & Dessert Buffet @ INR 1200 + taxes
Lunch Full stage Buffet @ INR 1500 + taxes
Kids Lunch Buffet @ INR 1500 + taxes
Dinner (Ala carte only except Wednesday)
-7.00 to 01.00 am.
Special events/Promotion :
Namma Bengaluru Brunch – “ An ode to beautiful vibrant city and the cuisine of
Bengaluru”
Timings : 1200hrs to 1500hrs
Price : INR1700 + taxes
Sunday Brunch - “A delectable fare featuring world cuisines, live kitchen,
unlimited pours of international beverages and children's
play area with kids' friendly buffet".
Timings : 1200hrs to 1500hrs
Price : INR 3000 + taxes (Alcoholic)
INR 2700 + taxes (Non Alcoholic)
Signature Dishes : Australian Wagyu Tenderlion, Irish Angus Tenderlion
Lebanese Mixed Grill, Jumbo Tiger Prawns, Scottish
Smoked Salmon.
8
13. 5.2 JAMAVAR
Description : Indian Specialty Restaurant
Cuisine : Indian
Time : Lunch - 1200 hrs to 1445hrs
Dinner - 1900 hrs to 2315 hrs
Special events/promotions:
The Royal Set Menu : Taking Indian food to a new high with a wine paired
menu where you get 1 glass of wine with the starters
and 1 glass with the main course.
Price : INR3500 + Taxes
INR4000 + Taxes
Signature dishes : 1. Raan-e-Jamavar
2. Nalli ka sallan
Source : Self Clicked
9
14. 5.3 ZEN
Description : Oriental Speciality Restaurant (Chinese, Japanese and
Thai Cuisine)
Cuisine : Oriental
Time : Lunch - 1200 hrs to 1445hrs
Dinner - 1900 hrs to 2315 hrs
Special events/promotions :
ZenExpression Lunch : “Specially handcrafted by our Chinese and Thai master
chefs, a four course lunch menu, a quick and a
perfect way toexperiencefreshandexoticAsian fare"
Price : INR 3500 + Taxes
INR 4000 + Taxes
Signature dishes : 1. Zen Dragon Roll
2. Xiao Mai
Source: (http://www.theleela.com/locations/bangalore/dining/dining-photos-and-videos)
10
15. 5.4 LE CIRQUE
Description : Celebrating signature French and Italian dishes from the
Flagship Le Cirque New York, diners are promised a
gastronomical spectacle to remember. Revered by critics
of New York City, the menu features a creative culinary
flair for Italian and French cuisine, complemented by a
repertoireof selectwines.
Cuisine : French and Itallian
Time : 1830 hrs – 0030 hrs
Price : Al-a-cart Pricing
11
http://www.theleela.com/~/media/TheLeela/bangalore/images/1280x900_background-gallery/le-cirque-signature.ashx
16. 5.5 LIBRARY BAR
Description : Despite the rare and valuable book collection, we
suggest you start your day reading with the wine and
spirits list. Explore ancient Armanacs and rare Malts in
an atmosphere that combines Indian opulence with the
leather and dark wood of the English club
Time : Lunch - 1100 hrs to 2330hrs
Dinner - 1100 hrs to 0100 hrs
Special events/promotions :
Hi-Tea : “British style high tea featuring finger sandwiches,
baked scones, selection of mini cakes etc. Upgrade to a
sparkling or a champagne high tea with two glasses
included."
Price : INR 1200 + Taxes
INR 2000 + Taxes
INR 4000 + Taxes
Signature dishes : 1. Martini
2. Single malt wisky
Source : Self Clicked
12
17. 5.6 ROYAL CLUB
The Royal Club is to offer hospitality designed to cater to the needs of an exclusive
leagueof guests.
The Royal Club Lounge
• Breakfast 0630hrs to 1100hrs.
• Daily theme elegant canapes and light snacks, Between 1130hrs to 1330hrs.
• Traditional English afternoon Hi-Tea, Served Between 1500hrs to 1700hrs
• Evening cocktails, wines & aperitifs served with Amuse Boucher based on the food
themes at our other restaurants, between 1800hrs to 2100hrs.
• Refined liqueurs & spirits with chocolate pralines and petit fours, between 2130hrs
to 2300hrs.
• Complimentary internet service in our Business center
Billiards Lounge and Cigar lounge
th
• Located on the 6 floor
• Open at any time between 1800hrs to 2330hrs on weekdays & between 1100hrs to
2330hrs on weekends & holiday.
Other Facilities
• Usage of our meeting room on the fifth floor for two hours per stay
• Half hour internet connectivity per day at the Business Centre adjacent to the Royal
Club Lounge.
• Check-out can extend until 6.00 pm.
• Rooms is equipped wit a DVD Player.
Source : (http://www.@theleela.com/bangalore)
13
18. Sl.No. Rooms Area Sq.Ft. Seating Capacity
1 RC Roshni 406 Min-12/Max-14
2 RC Dhwani 377 Min-12/Max-14
3 RC Nitya 840 70
4 RC Royal Board Room 700 16
Brands Used
Crockery :
Plates :
•
• Tata Products - India
• Bernaudad - France
Cutlery :
• Guy de Grenne – France
Glasses :
• Oceanic – Indian
Coffee Machine :
• Frankie Machine
Rosenthal - Germany
14
19. 6. FRONT OFFICE
Trainees
RDM
FOM
AFOM
DM
EXE
Supervisor
Associate
Bell Boys
RDM – Mr. Sud, Sameer
FOM – Mr. Mamgain, Rahul
Front Office acts as the key for the
POS in a hotel in terms of rooms,
restaurants, SPA etc. being the 1st
approach to the guest at all times.
Core Duties
Reservation : Room Booking, Guests Preferences, Identifying VIP Guests.
Front Desk : Check in/ Check out, ATG, Lobby presence, Cashiering.
Concierge : Car Arrangements, Guest Requests, Booking Tickets, Restaurants
Reservation.
Other Service : Giving Wake-up Calls, Telephone handling.
Standard Phrases used in the hotel
External Call : Greetings of the day, Thank you for calling Leela Palace Bangalore.
How may I assist you?
Internal Call : Greetings of the day, department / section name
This is (your name) speaking
How may I assist you?
PMS used in the hotel
Opera 5.0
Other Software's – Touche, Macros, Advance Hotel Management and vicus.
15
20. 6.1Arrivals(VIP/Group/FIT)
The palace follows the same arrival procedure, yes if it has a VIP guest coming
he/sheiswelcomedby theGM, inhis absencetheguestiswelcomedby theRDM andtheFOM.
Procedure followed:
• Arrival at the hotel by Hotels BMW 5 or 7 Series with indication of parking lights
which means is is a new check in.
• The Executive/associates/DM will address the guest and escort him to the lobby.
• Experiencing the Indian traditional welcome (Atithi Devo Bhava concept; Guest is
God) through shower of rose petals& aarthi –tikka
• Capturing the picture perfect moment making the experience unforgettable personally
escorted to the room with in-room check-in or please him to sit in the lobby to make
the check in within 5 min and escort him to the room.
Departure
• A day prior the guest is reminded about his departure from the hotel.
• If the guest informs then the dills are printed prior, else it is always cross-checked in
front of the guest then made.
• Guest can demand for an express check-out, the FO needs to be informed 1hr prior.
• The bills are settled according to the modes of payment given below.
• The guest is escorted to the main poach to his car by the DM/exe/Associate.
• Guest history card is maintained.
Modes of Payment
• American Express
• Master card
• Visa Card
• Pay pal
• Cash
• Travelers Cheque
• Ru Pay
Type of Meal plan
• EPAI (European plan all inclusive): Rooms only
• CPAI (Continental plan all inclusive): Room + breakfast
• MAPAI (Modified American plan all inclusive): Room + breakfast + major meal
• APAI (American plan all inclusive): Room + breakfast + lunch + dinner
16
21. 6.2 Duties and Responsibility of front office
Back Area
•
• Updating of Registration Cards
• “C” form (on line C form is followed (link: www.indianfrro.gov.in/frro/formC )
• Handling calls (Internals and Externals)
• Preparing room keys
• Night auditing
• Segregation of bills
• Maintaining guest profile and Guest History Cards
• Handling e-mails
• Maintain internals of the desk
Front desk
• (In-Room) check-in and check-out
• Settlement of bills
• Maintain float cash
• Cash handover
• Welcoming the guest
• Arranging Tickets, Restaurants, etc., on guests requests
• Escorting the guest to the room
• Leela moment (A click to make the guest feel special)
Main Poach
• Report the guest about his external car
• Receiving the news papers
• Receiving the external Courier / Packages for the guest
• Welcome the guest
• Printing Transport bills
Float cash
• Rs. 2,00,000 (Two lakhs only)
Fulfilling all the legal formalities of the guest as per the hotel and other requirements.
17
23. 6.3 Membership Programe in Leela Palace, Bangalore
There are two membership programe in Leela Groups Which is Connoisseur Club
And GHA (Global Hotel Alliance)
Connoisseur Club
There are Two Tiar's in this programe
1. Silver 10000+ taxes = 11,236
2. Gold 15000+ taxes = 16,854
• The Membership is valid for 12 months only.
• Membership Card is non Transferable
• Membership Programe is valid only for dining in ZEN, JAMAVAR, CITRUS,
LIBRARY BAR.
• Discounts shall be available only if there is a valid signature of a holder is in the card.
• The discounts does not include taxes
• Discounts applicable only when the guests minimum of two main course of the menu.
• All certificates are for one time use only.
Benefits
• 20% - 50% Discounts on food bills as per number of diners.
• 15% Discounts on bakery items, sea food, take away orders.
• 20% Discounts on Room service and Snacks at Library bar.
• 25% Discounts on Spa Treatment From Monday to Thursday 0900hrs – 1700hrs.
• 10% Discounts on rooms for Silver card holder
• 15% Discounts on rooms for Silver card holder
19
24. GHA – Global Hotel Alliance
Four types of tier
•
• Platinum
• Black
Enroll in GHA Discovery – GOLD (min of one stay)
• One gold local Experience after first stay
• Choice of news paper
• Complimentary internet access
• Complimentary bottled water
• Membership preference profile
Moving up to PLATINUM (Min stay of 10 nights + Gold Privileges)
• One platinum Local experience
• Upgrade to next room category at check in
• Late check out 1500hrs
• Guaranteed room availability 48hrs prior to arrival
• Local Amenities
BLACK Unique Privileges (min stay of 30 nights + Platinum Privileges)
• One black local experience
• Double upgrade at check in
• Early check in 0900hrs / late check out 1800hrs
• Guaranteed room availability 24hrs prior to arrival
• Choice of Amenities
• Local Brand benefit
Other brands under GHA
•
•
•
•
•
•
•
•
•
•
•
•
Gold
Anantara
First Groups
Kempinski
Marco Polo
Mirvac
OMNI groups
Pan Pacific
Park Royal
Shaza
The Doyle Collection
The Leela
Tivoli
20
25. 6.4 Night Shift (NIGHT AUDIT)
Work Performed:
•
• Cash handover (from the evening shift to the morning shift)
• Printing of reports
• Registration Cards updating
• “C” forms
• XYZ Folios
Baggage Handling Procedure:
• If a guest wants the hotel to handle its luggage, a left luggage tag is attached to it
withtheguests nameanddate.
• It is kept in the executives locker with the left luggage safe after checking what is
beenkept,thecodewouldbesharedwithintwomemberstheguestitselfandtheDMs.
• A mail is sent to the guest after 2 weeks if the guest has not turned up for its luggage,
if no response reminder mails are sent for the next 6 months. If its collected the DM
has to be their handover the stuff to the guest, if no response the after 6 months the
hotel is no more responsible for the luggage and can be auctioned or if possible is used
forhotelpurpose.
Checking of the entire days postings/transcations.
21
26. 6.5 Layout Of Front Office, Main Porte & Back Area
Waytoreastaurants
1
2
3
4
5
6 7
8
9
10
11
12
13
14
15
1. PD
2. RDM Room
3. AFOM Room
4. FOM Room
5. DM Desk
6. Back Area
7. Concierge
8. Main Porte
Reception
9. Front Desk
10. Guest Area 1
11. Guest Area 2
12. Guest Lift
12.1. A
12.2. B
12.3. C
12.4. D
13. Main Porte
14. Guest Car
Parking
15. Entry
16. ATG
16
22
27. 7.HOUSEKEEPING
Housekeeping is considered as the background of a hotel. Because it is
responsible for the cleanliness of the hotel. If housekeeping is not function in a
hotelthewholehotelwillberunninginachaos.
Apart from cleaning the hotel the housekeeping responsible for evacuation
ofpeopleinthehotelduringemergencyperiodslikefire,flood,etc.
Executive Housekeeper
Deputy Housekeeper
Linen & Uniform Desk Control
Supervisor
Floor Supervisor
Tailors Attendants Florists
Upholsters
Horticulture
Room
Cloak Room
Attendants
Attendants
Housemen
Public Area
Supervisor
Source : Self Clicked
23
28. 7.1 Housekeeping department and divisions
The housekeeping department can be divided into various sub divisions.
These divisions are:
1. Floors.
2. Public area.
3. Linen and uniform room.
4. The laundry.
5. The florist.
6. The housekeeping control desk.
Floors
There are four room attendants assigned to each floor. It is their duty to clean up
all the rooms, corridors, pantry and the staircase. The pantry stores all clean room linen,
guest linen, and other amenities and magazines. The housekeeper must take an account
of allthesoiledlinenbeforebundlingthemandthrowingthemdown thechute.
Before the cleaning process takes place a trolley is arranged for the shift, the trolley
contains the following things.
• Soap bars
• Dental kit
• Cleaning agents
• Hotel magazines
• Newspapers
• Buckets and brushes
• DND Cards
• Laundry slips
• Shoe shine slips
Public areas
The public areas handled by the housekeepers are:
• Lobby
• Lounge and main porch
• Restaurants
• Banquet halls
24
30. Linen and uniform
The linen room plays a very important role in the functioning of the hotel. Linen is a
generic term used for the fabric manufactured from the fibers of a flux plant. It is a very
expensive commodity and requires great care while handling. The hotel must maintain a par
stock of linen for all the departments, which will add up to, a large number. It is for the linen
room to have well-arranged shelves with heavier linen placed on the lower shelves and lighter
linen on the top shelves. Proper arrangements must be made for worktables with seating
location for seamstress, place for segregation of linen, trolleys and proper storage place for
miscellaneous items. The linen room supervisor is responsible for the linen and uniform.
Acomputerizedsystemis usedtokeeptrackof thestocktoavoidpilferage.
Eachstaffdependingonthedesignationthefollowingnumberof uniformsaregiven:
Men/women Items Numbers
Shirts 3
Trousers 3
Waist coats 3
Kitchen coats 3
MEN Blazers 2
WOMEN Shoes 1 Pair
Tie 1
Sari 3
Blouses 3
Salwar Kameez 3
26
Toiletries
7.3 Brands of Toiletries & Matress
Bulgari - Italy - Presidential Suite
Asprey - Landon - All suites
Quercus - Landon - Royal Club Rooms
Quality Amenity Supplies - Hong Kong - All Deluxe Rooms
All Metal fittings - Hindware and jaguar
Matress
Sealy - Canada
King Koil - Hong Kong
Content :
Panel 44% of Rayon
Size :
King - 6'.5'' x 6'.0"
Twin - 6'.5'' x 3'.5"
Pillow - 1.4 Kg
Duvet - Pure Goose Feather
Chemicals
Diversey
Machineries
Nilfisk
31. 7.4 The Laundry
The housekeeping department and laundry work very closely together.This relationship
is important for every department in the hotel to function smoothly. The laundry is responsible
to provide clean and hygiene laundry. The Leela Palace - Bangalore can boast of having the
largest laundry in Bangalore equipped with the latest and automatic. American and Italian
washing machines, dryers dry cleaning machines, labeling machines, calendar machines, shirt
press, dummy press. John Pro an American product manufactures all the chemicals such as
detergents, builder, starch, softener, spots and stains. The formulas are confidential are known
onlyto2employeesinthelaundry.
Laundry manager
Laundry supervisor
Pressmen / Machine operators
Theflorist
There is a specific room allotted for
the Florist. It is situated next to the
Executive House Keeper's Office.There are
3 florists in charge of all the arrangements to
be placed in the public areas, like the lobby,
Reception, Business Center, Citrus
Restaurant, the Library Bar, Banquet Halls,
Guest Rooms. The Executive House keeper
indents the flowers. The florists have
been trained in Ikebana arrangements, and
continental style of flower and fruit
and vegetable arrangements. The Leela has
also won many awards for their exquisite
arrangements.
27
Laundry structure
http://media-cdn.tripadvisor.com/media/photo-s/
02/30/90/92/gigantic-flower-arrangements.jpg
32. 7.5 The Control desk
The housekeeping desk is the nerve center of the housekeeping department. It is the
center of communication for the entire department especially to the front office department and
also where all the functions plans and daily duties are distributed to the staff.At the beginning of
the shift the log book is read and a status of the days room position is made and accordingly work
is allotted to the house men, all the house men have to report to the control desk and collect their
pagers.After theallotmentof work thekey cards arehandedover.And allthestaff is requestedto
read the notice board at the control desk before proceeding to work.To keep themselves updated
with all the happenings of the hotel.After the shift the room boys have to make a hand over at the
control desk, hand over the pagers and leave for the day. The desk housekeeper keeps a constant
check on the room status and informs the floor supervisors on departure, or request. All the lost
and found items are bought to the desk, a special registrar is maintained which contains all the
details regarding the item found for example the name of the person who found the item, where
it "was found, description of the article and so on. The articles are placed under Lock and key.
ThedeskalsohandlestheentireguestrequestincludingtheGuestcomplaints.
Co-ordination with Front Office
ccupancy forecast
Night report
The status of each room and the percentage of occupancy and the category of the
room.
Daily VIP arrivals and the VIP in-houseguest list.
The daily-anticipated departure list.
Group rooming list.
Room changes
Daily arrival list
The housekeeping department must communicate the housekeeping status in
An accurate orderly and speedy manner.
Co-ordination with Food and Beverage Service
Linen requirements
etails of the function
Cleaning timings
Special requests
• O
•
•
•
•
•
•
•
•
•
•
• D
•
•
28
33. 7.6 Layout of housekeeping department
Laundry
Uniformroom
Machine
room
Linen
Store
room
Chemical
Store
room
HKTrainingroom
Guestsupply
store
room
UniformStoreroom
Controldesk
EXE.HK
Room
29
34. 8. FOOD AND BEVERAGE PRODUCTION
The food preparation in professional cookery denotes preparation and cooking, it
follows a flow pattern, which commences with the purchasing, and selection, their handling,
processingandtheultimatepresentationof thedishes tothecustomer.
The art of cooking is ancient; the first cook was a primitive man who put a hunk of meat
close to the fire, which he had lit to keep himself warm. He discovered that the meat heated in
the way was not only tasty but also must easier to masticate. From this moment from
unrecordedpast,cookinghas evolvedtoreachthepresentlevelofsophistication.
Executive chef
Executive sous chef
Sous chef
Junior Sous chef
Commi 1
Commi 2
Commi 3Source : Self clicked
Source : Self clicked
30
35. 8.1 The Main Kitchen
Citrus Kitchen
The main kitchen is located on the lobby level. It is the nerve center of the food
production unit. The main kitchen is further divided into four sections.
The Indian Section
The kitchen is further divided into two
The SOUTH INDIAN SECTION prepares the breakfast such as dosas, Idlies, for the
Citrus and room service.
The NORTH INDIAN SECTION prepares the different gravies, Biryanis, pulaos,
kurmas, kababs, roties, naans, and parathas. They also prepare the Indian dishes for the lunch
buffet.
Each day a variety of dishes are prepared according to the menu.
Continental section
This sections all the orders from the restaurant Citrus.
It is one of the busiest sections, responsible for all the dishes for the buffet.
They also manage the display kitchen and wood fired oven at the citrus.
The display kitchen at the citrus prepares the continental breakfast, meat and seafood
barbecues and sandwiches.
The continental kitchen supplies the soups, snacks and sometimes-main course dishes
to the banquet kitchen.
• South Indian
• North Indian
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36. 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. Garde Manger or the Larder Room. The larder room is
the most spectacularand busiest section as there are responsible for all the salads, breakfasts, and
hors-d' oeuvre for the buffets, banquets, barbecues and room service. The kitchen is situated
slightlyawayfromthemainoperations,tomaintaintemperaturecontrols.
The larder room is responsible:
• To check quality and quantity of all the goods delivered from the Garde.
• Manger.
• That all the food stuffs are stored at the required temperatures.
• Portion control.
• To avoid keeping excess stock of ingredients.
• To maintain the highest possible standard of hygiene.
• To prevent any deterioration of food.
8.2 Banquet Kitchen
The banquet kitchen is located on the banquet floor it is divided into 2 sections located
on each wing of the hotel
The Royal Ball Room Kitchen (Continental Kitchen)
Location : North Wing side on Level One
Capacity : 1500 pax
Preparation : Continental Dishes, Salads, Sandwiches, variety of gravies, tandoor
items, biryani
The Grand Ball Room Kitchen (Indian Kitchen)
Location : West Wing side on Level One
Capacity : 2000pax
Preparation : Indian sweets, snacks, Indian salads.
The banquet kitchen is looked after the by the chef de banquet, who is responsible For
organizing the service, coordination with the chef de partie, numbers of arrivals of various
dishes to the service area, he further arranges to what point the dishes are finished and to make
the necessary arrangements to carry out the completion at the service point. The banquet
kitchen has to coordinate with the continental, Garde Manager, bakery, butchery, and the
oriental kitchens for their requirement's he also assists the guests in setting menus. The dishes
selected should be such that it will not require last minute dressing. The menu is elaborate and
ofhigh-classquality.Indentingof ingredientsis doneinaccordancetothebookings fortheday.
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37. The different types of kebabs prepared in the tandoor sections are:
Reshmi kebab
Hara bhara kebab
Charminari kebab
Tandoori kebab
Seekh kebab
Malai kebab
Achari fish kebab
Mutton tikka kebab
Different types of herbs used in Indian section are:
Coriander leafs- has a great affinity with spicy foods such as curries. Used in most of
the dishes.
Basil-goes very well with tomatoes and other vegetables.
Mint-oldest and most popular herb. Gives great taste with kebabs.
Bay leaves- it is an evergreen herb. Goes well with beef and lamb.
Curry leave-native of South India. Have a very distinctive aromatic, curry like flavor.
Different types of masalas used are:
Garam masala
Salt
Jeera powfer
Dhania powder
Haldi
Sugar
Amchoor powder
Chili powder
Pepper powder
Rock salt
Chaat masala
Tandoori masala
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38. Cooking method used forIndian breads:
• Puri- dough is being prepared and small balls of 15 Gms are prepared and is been
rolledincircularshape.Thenitisbeendeepfriedinoiltillbrown incolor.
• Parantha-dough is being prepared and balls of 25gms are made then it is been rolled
incircularshapeandis swallowfriedusing oilor ghee.
• Phulka-dough is been prepared a balls of 20gms is made and rolled in circular shape
and then is heated on a tawa without any cooking medium. Then it is kept on fire and
becomeslikeaballoonandis beingremoved.
• Naan-dough is being prepared and oil is spread on the balls. It is been rolled with the
helpofthehands.Thenitis putintoatandoorandremovedwhencooked.
• Stuffed parantha - parantha ball are stuffed with stuffing like potatoes, paneer, cheese,
etc.thenpreparedthewayparanthasareprepared.
The different gravies made are:
• Makhni gravy
• Malai gravy
• Red gravy
• White gravy
The different sweets prepared are:
• Rasgulla
• Gulab jammun
• Jalebi
• Rasmalai
• Sweet lassi
• Cham-Cham
• Gajar halwa
• Moong dal halwa
• Besan laddo
• Malai barfi
• Dodh peda
The tandoor is a very important part of the Indian kitchen. The most famous dish of the
kitchen is prepared in tandoor and then in Indian section which is tandoori chicken and chicken
buttermasala.
The tandoor section is very difficult section to work because the heat from the tandoor is
immense and can burn your skin easily. The tandoor section has two parts which is bread section
andthekebabsection.
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39. 8.3Bakery
The Bakery is divided into three parts, the parts being bakery, pastry and the chocolate
room. The bakery section is in charge of all the breads that are prepared. The breakfast buffet in
the restaurant Citrus serves up to 25 different types of breads. It is also responsible for the
cookies which are placed in the rooms. Every room has three types of cookies: peanut butter
cookies, vanilla cookies and almond cookies.The pastry section looks after all the pastry orders,
which can be for guests as well as employees, pastries are also made for the buffet in the
banquets, citrus and cake shop. The chocolate room is responsible for making chocolates and
decorative pieces. Chocolates are made which are to be placed in the room, only the royal club
and suite rooms have having 4 of each chocolate. The chocolates are also made for the
Cake-shop.
The different types of tools used in the kitchen are:
Small:
Flat knife
Saw knife
Plastic bowls
Steel bowls
Saucepan
Ladle
Silicon mat
Bread knife
Dough cutter
Whisk
Measuring jar
Large:
Dough mixing bowl
Batter bowl
Mixer grinder
Dough sheeter
Rolling pin
Baking tray
Baking oven
Proofer
Heating oven
Freezer
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40. Different types of bread prepared for the buffet are:
Granola bar
Gluten Free Bread
Healthy Muffin
Multi-grain Croissant
Plain Croissant
Multi Cereal Roll
Logan roll
Raisin Brioche
Almond Croissant
Blueberry Danish
White Chocolate Doughnut
Apricot Doughnut
Carrot and walnut cake
Cherry Danish
Cinnamon Raisin roll
Chocolate and raisin roll
Chocolate croissant
Apple crumble muffin
Banana walnut cake
Preserves prepared are:
Strawberry
Papaya
Pineapple
Pears
Litchi
Different types of flour used are:
Refined flour
Atta
Rye flour
Craft corn flour
Multi-grain flour
Different types of sugar used are:
Sugar granules
Caster sugar
White sugar
Brown sugar
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The temperature maintained at the walk is 7 -8 C and temperature maintained at the deep
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freezer is -15 C- -10 C.
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41. 9. Bibliography
Internet
The Leela webpage :
(http://www.theleela.com/locations/bangalore/hotel-information)
Books:
Weekly log book
Observation List
Interviewed
Mr. Nithin, Mr. Siddarth Datta (Front Office)
Mr. Mahesh, Mr. Kalyan Kumar (House Keeping)
Chef. Sandeep, Chef. Goutham, Chef. Prasenna, Chef. Paul (F & B Production)
Mr. Varun Kalra, Ms. Thushara ( Training Department & HR)
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42. 10.Conclusion
The Leela Palace, Bangalore is one of the best properties in the country with high
standards and is well known for its luxurious services provided to the guest. The training period
lastedfor22weeks.Inthisindustry success is onlyachievedby hardandsmartwork.
The departments I worked in were Housekeeping, Front Office, Food Production and
Food and beverage service. Initially it was very difficult and challenging to cope up with the
work but gradually it became easier to adapt as there was a lot of learning and understanding of
the operating procedures in the hotel. Once I had some knowledge about the department I was
abletodomytrainingveryeffectivelyandIwas asefficientaspossible.
The training has made me realize how exactly the industry works. Running a hotel is
never an easy job. It made me realize my area of interests and my strengths and my areas of
development. The overall work experience at the Leela was very resourceful and I gained a lot
of knowledgeandIhavenow becomemorepassionateaboutmyareaof interest.
Overall I had a very good experience having trained at the hotel for 22 weeks. It helped
me understand the industry by first hard experiences. Even though the training was a lot of hard
work, I madenewconnectionsandthelearningandwork becameinterestingandfun.
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47. 43
24-HOUR SERVICES INCLUDE:
State-of-the-art Business Centre•
• Concierge service
• Doctor on call
• In-room dining
• Laundry and dry-cleaning
OTHER AMENITIES AND SERVICES
• Broadband and Wi-Fi internet
• Car and Limousine service
• Courier service
• In-room safe
• International newspapers
• Power adapters
• Private mini bar
• Babysitting service
• Florist
• Foreign currency exchange
• International satellite television channels
• Outdoor parking
• Outdoor swimming pool
• The Spa
• Shopping arcade
• Three restaurants, lounge and bar
• Salon
• Gym
Appendix - 5
