ACKNOWLEDGEMENT

I take the opportunity to thank the member of individuals, who helped in creating this project on the Operational aspects of LEELA PALACE. To begin with I would like to thank Our Principle MS. SUNITA SRINIVASAN for giving me the opportunity to work on this project and guide me whenever need be. I thank my faculty guide Mr. VISHNU, for strengthening my base and guiding me to complete this report successfully. I thank all the personnel at LEELA PALACE who helped me by imparting necessary information about various departments. Finally, I take this opportunity in expressing the sense of gratefulness to my parents without whose financial and moral support this research would not have been a reality and all my friends who worked with me throughout the project.

MANJUNATH NAIK II YEAR BA-IHA

CERTIFICATE

This is to certify that the study titled operational of LEELA PALACE BANGALORE submitted BY MANJUNATH NAIK in partial fulfillment of the requirement of degree of Bachelor of arts in international hospitality administration of IGNOU, is a bonafide record of study carried out by him under my guidance and this project has not been submitted elsewhere for the award of any Degree of Diploma of any other university.

Bangalore Date:

EXAMINER

FACULTY GUIDE

PRINCIPAL

DECLARATION

I hereby declare that the study title THE OPERATIONAL ASPECTS OF THE LEELA PALACE, BANGALORE is a record of original study done by me under the guidance of Mr.Vishnu Jayakumar - guide, and no part of this study has been submitted by me for the award of Degree, Diploma, Fellowship or any other similar titles of any other university.

Bangalore Date:

MANJUNATH NAIK 2nd YEAR BA-IHA P.E.S.I.H.M. Bangalore

TABLE Of CONTENTS

1: Introduction 5 -26 Hotel industry Classification of Hotels 2: Research Design27 Scope , Purpose, Objectives and methodology And Limitations

3: Profile of the Place and Profile of the Hotel. 28-63

4. Detailed operations Of the Departments. 64-123 Front Office House keeping F & B production F & B Service

5. ALLIED DEPARTMENTS. 124-133

6. Operational Problems observed and Solutions arrived 134-139

7. Conclusion ..140-141 8. Annexure.............142-158

CHAPTER I

TOURISM INTRODUCTION TO TOURISM

Tourism is the act of travel for predominantly recreational or leisure purposes. It also refers to the provision of services in support of this act. According to the World Tourism Organization, tourists are people who "travel to and stay in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes not related to the exercise of an activity remunerated from within the place visited As a service industry, tourism has numerous tangible and intangible elements. Major tangible elements include transportation, accommodation, and other components of a hospitality industry. Major intangible elements relate to the purpose or motivation for becoming a tourist, such as rest, relaxation, the opportunity to meet new people and experience other cultures, or simply to do something different and have an adventure.

DEFINITION
According to World Tourism Organization (WTO), Tourism comprises the activities of persons travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes not related to the exercise of an activity remunerated from within the place visited.One of the earliest definitions of tourism was provided by:

In 1910, an Austrian economist Hermann Von Schullard, who defined it as, "sum total of operators, mainly of an economic nature, which directly relate to the entry, stay and movement of foreigners inside and outside a certain country, city or a region." In 1941,Hunzikerand Krapf, in 1941, defined tourism as "the sum of the phenomena and relationships arising from the travel and stay of non-residents, in so far as they do not lead to permanent residence and are not connected with any earning activity. In 1976,Tourism Society of England defined it as "Tourism is the temporary, short-term movement of people to destination outside the places where they normally live and work and their activities during the stay at each destination. It includes movements for all purposes." In 1981, International Association of Scientific Experts in Tourism defined Tourism in terms of particular activities selected by choice and undertaken outside the home environment. In 1982,Mathieson and Wall defined tourism,The temporary movement of people to destinations outside their normal places of work and residence, the activities undertaken during their stay in those destinations, and the facilities created to cater to their needs. In 1986,Macintosh and Goeldner defined tourism as,The sum of the phenomena and relationships arising from the interaction of tourists, business suppliers, host governments and host communities in the process of attracting and hosting these tourists and other visitors.

HISTORY AND EVOLUTION

2000 years Before Christ, in India and Mesopotamia Travel for trade was an important feature since the beginning of civilization. The port at Lothal was an important Centre of trade between the Indus valley civilization and the Sumerian civilization. 600 BC and thereafter The earliest form of leisure tourism can be traced as far back as the Babylonian and Egyptian empires. A museum of historic antiquities was open to the public in Babylon. The Egyptians

held many religious festivals that attracted the devout and many people who thronged to cities to see famous works of arts and buildings. In India, as elsewhere, kings travelled for empire building. The Brahmins and the common people travelled for religious purposes. Thousands of Brahmins and the common folk thronged Sarnath and Sravasti to be greeted by the inscrutable smile of the Enlightened Onethe Buddha. 500 BC, the Greek civilization The Greek tourists travelled to sites of healing gods. The Greeks also enjoyed their religious festivals that increasingly became a pursuit of pleasure, and in a particular, sport. Athens had become an important site for travelers visiting the major sights such as the Parthenon. Inns were established in large towns and seaports to provide for travelers needs. Courtesans were the principal entertainment offered. This era also saw the birth of travel writing. Herodotus was the worlds' first travel writer. Guidebooks were made their appearance in the fourth century covering destinations such as Athens, Sparta and Troy. Advertisements in the way of signs directing people to inns are also known in this period. The Roman Empire With no foreign borders between England and Syria, and with safe seas from piracy due to Roman patrols, the conditions favoring travel had arrived. First class roads coupled with staging inns (precursors of modern motels) promoted the growth of travel. Romans travelled to Sicily, Greece, Rhodes, Troy and Egypt. From 300 AD travel to the Holy Land also became very popular. The Romans introduced their guidebooks (itineraria), listing hotels with symbols to identify quality. Second homes were built by the rich near Rome, occupied primarily during springtime social season. The most fashionable resorts were found around Bay of Naples. Naples attracted the retired and the intellectuals. Cumae attracted the fashionable, while Baiae attracted the down market tourist, becoming noted for its rowdiness, drunkenness and all- night singing. Travel and Tourism were to never attain a similar status until the modern times. In the Middle Ages

Travel became difficult and dangerous as people travelled for business or for a sense of obligation and duty. Adventurers sought fame and fortune through travel. The Europeans tried to discover a sea route to India for trade purposes and in this fashion discovered America and explored parts of Africa. Strolling players and minstrels made their living by performing as they travelled. Missionaries, saints, etc. travelled to spread the sacred word. The Grand Tour From the early seventeenth century, a new form of tourism was developed as a direct outcome of the Renaissance. Under the reign of Elizabeth 1, young men seeking positions at court were encouraged to travel to continent to finish their education. Later, it became customary for education of gentleman to be completed by a 'Grand Tour' accompanied by a tutor and lasting for three or more years. While ostensibly educational, the pleasure seeking men travelled to enjoy life and culture of Paris, Venice or Florence. By the end of eighteenth century, the custom had become institutionalized in the gentry. Gradually pleasure travel displaced educational travel. The advent of Napoleonic wars inhibited travel for around 30 years and led to the decline of the custom of the Grand Tour. In the nineteenth century Advent of railway initially catalyzed business travel and later leisure travel. Gradually special trains were chartered to only take leisure travel to their destinations. The European countries indulged in a lot of business travel often to their colonies to buy raw material and sell finished goods. The invention of photography acted as a status-enhancing tool and promoted overseas travel. The formation of first hotel chains; pioneered by the railway companies who established great railway terminus hotels. Seaside resorts began to develop different images as for day-trippers, elite, for gambling. Other types of destinations-ski resorts, hill stations, mountaineering spots etc. The technological development in steamships promoted travel between North America and Europe.
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The Suez Canal opened direct sea routes to India and the Far East. The cult of the guidebook followed the development of photography.

In the Twentieth Century The First World War gave first-hand experience of countries and aroused a sense of curiosity about international travel among less well-off sector for the first time. The large scale of migration to the US meant a lot of travel across the Atlantic. Private motoring began to encourage domestic travel in Europe and the west. The sea side resort became annual family holiday destination in Britain and increased in popularity in other countries of the west. Hotels proliferated in these destinations. The birth of air travel and after The wars increased interest in international travel. This interest was given the shape of mass tourism by the aviation industry. The surplus of aircraft and growth of private airlines aided the expansion of air travel. The aircraft had become comfortable, faster and steadily cheaper for overseas travel. With the introduction of Boeing 707 jet in 1958, the age of air travel for the masses had arrived. The beginning of chartered flights boosted the package tour market and led to the establishment of organized mass tourism. The Boeing 747, a 400 seat craft, brought the cost of travel down sharply. The seaside resorts in the Mediterranean, North Africa and the Caribbean were the initial hot spots of mass tourism. A corresponding growth in hotel industry led to the establishment of world-wide chains. Tourism also began to diversify as people began to flock alternative destinations in the 70s. Nepal and India received a throng of tourists lured by Hare Krishna movement and transcendental meditation. The beginning of individual travel in a significant volume only

occurred in the 80s. Air travel also led to a continuous growth in business travel especially with the emergence of the MNCs.

INDIAN TOURISM
India is not just one of the world's oldest civilizations, it is also the world's largest democracy, and has made stupendous progress among developing nations. India's impressive variety of history and culture, from the ancient Gangetic Kingdoms to the present state, harmoniously blend to form a unique atmosphere in over a million square kilometres of scenic sights. India possesses an amazing wealth of sights and sounds, tastes and textures. From a bustling cosmopolitan city to the quiet countryside, hill station or a beach resort, destinations, which offer a backdrop of unmatched beauty for a business, meet. It possess a fascinating amalgam of tradition & culture, beauty & nature, style & splendour, warmth, feelings & courtesies, comfort & convenience virtually everything the modern conference organiser or delegate could expect. Conferences here bring fresh meaning of the concept of combing work with pleasure. What makes India different from any other destination is the myriad of experiences that it offers. This is one land where the ancient and the modern co-exist. India has literally everything that a visitor wants to experience and offers people a complete holiday both physical and mental. This is perhaps the reason why we have so many repeated visitors.

Amidst the countless ways that India can capture world attention as a tourist paradise, there also exists a dynamic business opportunity as a splendid venue for international conferences and conventions of no less than global standards.

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India is undoubtedly a unique Conference Destination as it offers cultural and heritage sites, the exotic and mystical, excellent facilities of beach and adventure holidays which can be combined as pre and post conference tours. Enchanting India's image as a conference destination is also projected through the chains of hotels, providing international standards in facilities and services. Exclusive business hotels and exotic resorts, with meeting rooms of distinction, spacious convention facilities, modern business centres and a wide range of conference facilities, the different cities and placesacross the length and breadth of the country. India is in a continual process of upgrading its MICE (Meetings, Incentives, Conferences& Exhibitions) facilities. There are multiple plans on the anvil for more world-class convention centres, airports that contest with the best in the world and efforts to team the famous Indian hospitality with customisation as per a visitor's requirement. India's rich history and its cultural and geographical diversity make its international tourism appeal large and diverse. It presents heritage and cultural tourism along with medical, business and sports tourism. The Infrastructure India provides an impressive combination of accommodation and other conference support facilities to hold a successful Conference. To mention a few; VigyanBhawan in New Delhi, Centre Point, Renaissance Hotel and Convention Centre in Mumbai, the BM Birla Science and Technology Centre in Jaipur, the Jaypee Hotels & International Convention Centre, Agra and the Cochin Convention Centre, Kochi etc together with facilities in the business hotels and resorts at various centres in the country. India is going the global way and MICE is fast becoming a major part of its travel and promotional budgets. In the Indian context, incentives is at present the largest component of MICE but in a maturing market, it's only a matter of time before the entire gamut of MICE activities are undertaken by the Indian corporate world. With the expansion in the network of airlines operation on the domestic routes, better tourist surface transport systems including the Indian Railways, new centres of information

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technology, many new convention centres, hotels and meeting facilities, India is now an important MICE destination. With the emergence of exciting new destinations every year one has unparalleled choices for the incentive operator here. The incentive programmes are a combination of old world charm and tradition interlaced with modern cosmopolitan sophistication. Today, there are distinct travel divisions within tour companies and airlines that exclusively target MICE movement. Destinations have also begun to market MICE products to specialised agencies and the corporate world at large. The business of MICE holds enormous potential for any country. It is estimated that a person travelling to a country for a conference or convention spends anywhere four to eight times more than a normal leisure traveller. They spend more on food, more on business centre services. India is globally connected to a network of over 50 international airlines and several domestic airlines, which provide convenient connectivity within India. Transportation System There is an excellent Railway system running through the entire country. All-important cities are connected with state-of-the-art 'Shatabdi&Rajdhani' Express trains. Special trains like Palace on Wheels and Royal Orient Express, comprising of air-conditioned saloons decorated in the old Maharaja Style offer guests a chance to stay on the train and visit colourful Rajasthan and fascinating Gujarat. An excellent network of roads, national and state highways, luxury coaches, Indian & foreign-made vehicles add to the convenience and comfort of surface travel. Other And, to add to this, India offers an educated manpower base where fluency in English and other official international languages can be expected. A large number of Convention Centres are available in India with a seating capacity of up to 1700 persons. The important conference centres in the country are at New Delhi, Mumbai, Agra, Bangalore, Chennai, Cochin, Goa, Hyderabad, Jaipur and Kolkata. Some important hotel chains like the Taj Group, ITCWelcome group, the Oberoi's, Meridien Hotels; Marriott Hotels etc. also have excellent conference facilities.

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The exhibition industry has also gained fresh impetus with exhibition centres like PragatiMaidan in New Delhi, the Nehru Centre in Mumbai and the Chennai Trade Centre in Chennai amongst several other options.

HISTORY OF INDIAN TOURISM:

Leisure travel in India was introduced by the Mughals. The Mughal kings built luxurious palaces and enchanting gardens at places of natural and scenic beauty. Indian history dates back to 3000 BC. Excavations in Punjab and Gujarat reveal that the Indus Valley civilisation was a highly developed urban civilisation. In fact the two cities of Harappa and Mohenjo-Daro, situated on two sides of the river Ravi, are known to have been built on a similar plan. But that only meant a new wave of urbanisation was taking place along the Ganges around 1500 BC. This has been recorded in the Rig Veda - the earliest known literary source composed in this period that sheds light on Indias past. The Great Dynasties By 6th century BC, the Magadh rulers dominated the Northern plains. It was also the time when new thinking emerged in the form of Buddhism and Jainism to challenge Hindu orthodoxy. The Magadh rule was followed by the rule of Chandragupta Maurya (322-298 B.C.), one of Indias greatest emperors. The Mauryan reign peaked under the reign of Ashoka the Great who extended his empire from the Kashmir and Peshawar in the North to Mysore in the South and Orissa in the East. Not only was Ashoka a great ruler, he was one of the most successful propagators of Buddhism in the country. After Ashoka's death in 232 B.C. the empire began to disintegrate and the country was repeatedly raided and plundered by foreign invaders, leaving India disunited and weak for the next 400 years. Stability returned with the reign of Chandra Gupta I (380-412 A.D.). His rule is considered the golden period in Indian history when art and culture flourished and the country prospered.

TYPES OF TOURISM a) Inbound Tourism:

Inbound tourism is also known as, Incoming tourism. It means travellers arriving in different countries from their own.

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b) It is a valuable source of income for the country and the local economy, because it's
not just the hotels and attraction the benefit from the spending power of tourists. Money spreads out to benefit all sorts of local people, for example the money that goes to hotels goes as wages to the waiters, chambermaids, receptionist etc, who then spend it on what they want to.

c) Outbound Tourism:
Outbound tourism is when someone goes out of their own country. It can for holidays, business, trip etc.

d) Adventure Tourism:
This involves exploration of remote areas and exotic locales and engaging in various activities. For adventure tourism in India, tourists prefer to go for trekking to places like Ladakh, Sikkim, and Himalaya. Himachal Pradesh and Jammu and Kashmir are popular for the skiing facilities they offer. White water rafting is also catching on in India and tourists flock to places such as Uttaranchal, Assam, and Arunachal Pradesh for this adrenalin-packed activity.

e) Wildlife Tourism:
Wildlife tourism can be an eco, and animal friendly tourism, usually showing animals in their natural habitat. Wildlifetourism, in its simplest sense, is watching wild animals in their natural habitat. It is an important part of the tourism industries in many countries including many African and South American countries, Australia, India, Canada, Indonesia, Bangladesh, Malaysia and Maldives among many. It has experienced a dramatic and rapid growth in recent yearsworld wide and is closely aligned to eco-tourism and sustainable-tourism. Wildlife tourism is

also a multi-million dollar industry offering customized tour packages and safaris.

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f) Medical Tourism:
Medical tourism (MT) is defined as patient movement from highly developed nations to less developed areas of the world for medical care by bypassing services offered in their own communities. It is different from the traditional model of international medical travel where patients generally journey from less developed nations to major medical centers in highly developed countries for medical treatment that is unavailable in their own communities.

g) Pilgrimage Tourism:
A pilgrimage is a journey or search of moral or spiritual significance. Typically, it is a journey to a shrine or other location of importance to a person's beliefs and faith, although sometimes it can be a metaphorical journey in to someone's own beliefs. Many religions attach spiritual importance to particular places: the place of birth or death of founders or saints, or to the place of their "calling" or spiritual awakening etc..

h) Eco Tourism Tourism:

Ecotourism is a form of tourism involving visiting fragile, pristine, and relatively undisturbed natural areas, intended as a low-impact and often small scale alternative to standard commercial (mass) tourism. Its purpose may be to educate the traveler, to provide funds for ecological conservation, to directly benefit the economic development and political empowerment of local communities. It generally, ecotourism deals with living parts of the natural environments.It focuses on socially responsible travel, personal growth, and environmental sustainability. Ecotourism typically involves travel to destinations where flora, fauna, and cultural heritage are the primary attractions. It is intended to offer tourists insight into
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the impact of human beings on the environment, and to foster a greater appreciation of our natural habitats.

i) Cultural Tourism:
Cultural tourism (or culture tourism) is the subset of tourism concerned with a country or region's culture, specifically the lifestyle of the people in those geographical areas, the history of those people, their art, architecture, religion, and other elements that helped shape their way of life. It includes tourism in urban areas, particularly historic or large cities and their cultural facilities such as museums and theatres. It can also include tourism in rural areas showcasing the traditions of indigenous cultural communities (i.e. festivals, rituals), and their values and lifestyle. It is generally agreed that cultural tourists spend substantially more than standard tourists do. Cultural tourism has been defined as 'the movement of persons to cultural attractions away from their normal place of residence, with the intention to gather new information and experiences to satisfy their cultural needs'.

j) Heritage Tourism:
Heritage tourism (or just heritage tourism or diaspora tourism) is a branch of tourism oriented towards the cultural heritage of the location where tourism is occurring. The National Trust for Historic Preservation in the United States defines heritage tourism as travelling to experience the places and activities that authentically represent the stories and people of the past," and cultural heritage tourism is defined as travelling to experience the places and activities that authentically represent the stories and people of the past and present."

TOURISM IN TODAYS WORLD

The present world is struggling to find a new order in social and economic structure. Dynamic forces are working with incredible speed today. Man is advancing so rapidly that knowledge and technology confront him before understanding the past. Miracle in transportation and communication has made this world a global village.
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The rapid change in family structure, working pattern and public mobility have resulted into a worldwide boom in tourism, proving as one of the planet's major growth industries. Tourism sector also claims to be the largest source of employment in the world. The number of tourist has tripled over the past 20 years and the business they create is now worth nearly US$ 5 billion a year. Every year nearly 650 million tourists check in at the hotels, villas, apartments and camps as per their preference. WTO's long-term growth forecast Tourism: 2020 Vision predicts that the tourism sector will expand by an average of 4.1 per cent a year over the next two decades surpassing a total of one billion international travellers by the year 2010 and reaching 1.6 billion by the year 2020. Similarly, World Travel & Tourism Council (WTTC) shows that the travel and tourism industry generates US$ 4,944 billion in economic activity; approximately 11% to GDP worldwide; and employs 8.2% of total world employment (207 million jobs worldwide).

TOURISM FOR THE FUTURE

Climate change, population growth, shortages of oil and other resources will have dramatic impacts on how, where, when and even if people travel, and will reshape the industry over time. We explored how factors like these could lead to very different worlds in 2023, each holding very different futures for the industry. We worked with tourism experts to create four vivid scenarios, and then generate a vision of the sustainable future the industry wants for itself. Major companies and organizations have now pledged to collaborate to create a commercially sustainable tourism industry by the year 2023 which benefits communities in tourist destinations and protects the environment. ABTA, Advantage Travel Centers, British Airways, Carnival UK, Sunvil, The Co-operative Travel, The Travel Foundation, Thomas Cook and TUI Travel were the first to sign the Tourism 2023 Vision. The founding partners are inviting other organizations to sign up to

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this vision and take part in the next phase of work, which will help shape the future of tourism. The scenarios, vision and a strategy to implement the commitments were launched at the ABTA Travel Convention in Barcelona on October 8th, 2009. More than 100 people with expertise in different facets of the industry - including business leaders, academics, legislators, campaigners and commentators have been involved in creating them. Tourism 2023 is coordinated by Forum for the Future and supported by Defra. The Tourism 2023 scenarios The scenarios explore critical uncertainties facing the UK outbound industry, such as the impact of growing domestic demand, climate change, resource scarcity, legislation and increasing travel from emerging economies. Vivid details bring the world of each scenario to life and are designed to provoke debate. Will mass tourism, swollen by the Chinese and Indian middle classes, cause huge overcrowding in popular destinations? Will soaring oil prices make air travel so expensive that families have to save for years to fly abroad? Will we see Doomsday tourism, with visitors rushing to see glaciers and coral reefs before theyre gone for good.

The Tourism 2023 Vision and Strategy Signatories to the Tourism 2023 Vision commit to taking action individually and as an industry group to achieve a sustainable industry by 2023. It is based on six principles: protecting the environment; developing employees; providing customers with mainstream sustainable products; ensuring that destinations benefit from tourism; innovating to create sustainable transport and resorts; and developing a business which is environmentally, socially and financially sustainable. The project identified three potential work streams on issues which require urgent industry collaboration: demonstrating that tourism delivers real socio-economic benefit to tourist

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destinations; making tourism a low-carbon, low-impact industry; and encouraging demand from customers for sustainable tourism. Next steps The founding partners and Forum for the Future, ABTA and the Travel Foundation, with the support of Government, are now working together to engage the wider industry and set out a programme of work to deliver the Tourism 2023 Vision. They will also develop a set of measures to evaluate progress.

ADVANCES AND DEVELOPMENTS

There has been an up-trend in tourism over the last few decades, especially in Europe, where international travel for short breaks is common. Tourists have a wide range of budgets and tastes, and a wide variety of resorts and hotels have developed to cater for them. For example, some people prefer simple beach vacations, while others want more specialized holidays, quieter resorts, family-oriented holidays or niche market-targeted destination hotels. The developments in technology and transport infrastructure, such as jumbo jets, low-cost airlines and more accessibleairports have made many types of tourism more affordable. On 28 April 2009 The Guardian noted that "the WHO estimates that up to 500,000 people are on planes at any time. There have also been changes in lifestyle, for example some retirement age people sustain year round tourism. This is facilitated by internet sales of tourist services. Some sites have now started to offer dynamic packaging, in which an inclusive price is quoted for a tailor-made package requested by the customer upon impulse. There have been a few setbacks in tourism, such as the September 11 attacks and terrorist threats to tourist destinations, such as in Bali and several European cities. Also, on 26 December 2004, a tsunami, caused by the 2004 Indian Ocean earthquake, hit the Asian countries on the Indian Ocean, including the Maldives. Thousands of lives were lost including many tourists. This, together with the vast clean-up operations, stopped or severely hampered tourism in the area for a time.

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The terms tourism and travel are sometimes used interchangeably. In this context, travel has a similar definition to tourism, but implies a more purposeful journey. The terms tourism and tourist are sometimes used pejoratively, to imply a shallow interest in the cultures or locations visited by tourists.

IMPORTANCE OF TOURISM
Tourism industry is the backbone of any country's economic position. - It provides foreign exchange earning to the destination country. - It generates new employment avenues to the native of the country. - It raises the living conditions of the citizens of the country. - It is be helpful in raising the GDP of the country. - Self-employment gives a new boost to the country. - Infrastructure development is another advantage of tourism industry. - Cultural exchange is also possible only through tourism. - Preservation of our heritage is the key issue of tourism. - Conservation of flora and fauna is an important feature of tourism industry. - It is a vital source of income for many countries. - It generates income through, o The consumption of goods and services by tourists. o The taxes levied on businesses in the tourism industry. o The opportunity for employment in the service industries associated with tourism. It promotes mutual understanding among people and expand social, economic, cultural cooperation.

Tourism is important to the world because of the amount of income it brings into countries and it promotes interconnectedness throughout the world. It provides people visiting the country of their choice with the services while they are there in exchange for the visitors boosting the country's economy. It helps provide jobs to the residents of the country that are being visited not only in the tourism and service industry, but also in the manufacturing
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industry as many people leave their vacation destination with souvenirs in hand. Tourists tend to have disposable income that they spend in the country they are visiting. They also, on the whole, have more leisure time with which they use on numerous, shorter vacations throughout the year. Most tourists are well educated with sophisticated tastes which have resulted in the demand for better service and products. Many tourists also travel with their families, resulting in the need for more family-oriented vacation spots as well as niche destinations for other demographics, such as water sports vacations and spa resorts. Tourists interested in helping poor countries have become involved in pro-poor tourism where they visit these countries and work towards bettering the lives of the people they meet there while on vacation. Educational tourism has become popular with many colleges and universities who plan trips overseas to a foreign country and award their students with credit hours for participating in the planned tours. All of these forms of tourism allow the country that is being visited to benefit in some way, whether it is economically or socially.

WORLDWIDE FACTS OF TOURISM According to the World Bank assessments, tourism today is the largest and most intensively developing world industry. The World Tourism Organisation announced its conclusion that 2006 was a peak year for world tourism. The number of tourists visiting other countries increased by 4.5% against the year 2005 and amounted to 842 million persons. The greatest influx of tourists occurred in South Asia as compared with 2005, their number increased by 10%. India is the most attractive country for foreign tourists. A notable growth of 8.1% was recorded in Africa . Most foreign tourists visited SAR, Kenya , and Morocco .
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In Asian-Pacific countries tourist numbers increased by 7.6% and in Europe by 4%. The leader here was Germany where the World Football Cup was held. Traditionally, many tourists visited Italy and Spain . A similar result was attained by the Middle East tourist industry. In 2006, international tourism to countries of South and North America showed only a 2% growth. Such low indices are due to reduced numbers of tourists to visit Canada and Mexico .

While there were about 700 million tourists in 2000 and 842 million in 2006, their numbers will grow to reach 1.6 billion by the year 2020. In 2000, an event of significance took place. At that point in time, the share of tourism and travel industry amounted to 11% of the global export of commodities and services. Thus, tourism outstripped international foodstuffs, textile, and chemicals trade volumes.

According to the World Travel and Tourism Council data, current share of tourism and tourism-related industries is 8.3% of global jobs, 9.3% of international investments, 12% of exports, and 3.6% of world GDP.

Tourists account for 10.2% of the total world consumer expense. In 2005, due to accommodating tourists, world countries earned $680 billion. This indicator was $481 billion in 2000 and $270 billion in 1990. A typical tourist visiting Europe yielded to local economy a profit of $790 (this indicator for East European countries and for European republics of the former USSR is $370). In case of North America ( USA and Canada ), profit per tourist is $1190; for Asia it is $890, for Africa $590, and for Middle East it is $710.

Almost 80% of international tourists come from European and North American countries. East Asia , Australia , and New Zealand furnish about 15% of all tourists. According to the World Travel and Tourism Council, in 2005 (most recent available data, 2006 statistics are preliminary) the greatest numbers of tourists were hosted by France ($76 million), Spain ($55.6 million), USA ($49.4 million), China ($46.8 million), Italy ($36.5 million), UK ($30 million), Mexico ($21.9 million), Germany ($21.5 million), Turkey ($20.3 million), and Austria ($19.9 million).

Over these recent years, a notable increase was recorded in the numbers of tourists visiting Middle East, Asian, and African countries.
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The list of countries to have derived most profit from hosting tourists looks somewhat different. Bearing the bell here are USA ($81.7 billion), Spain ($47.9 billion), France ($42.2 billion), Italy ($35.4 billion), UK ($30.7 billion), China ($29.3 billion), Germany ($29.2 billion), Turkey ($13.2 billion), Austria ($15.5 billion), and Greece ($13.7 billion). Just for comparison, Russia earned around $5.5 billion and Ukraine $3.1 billion.

In identifying what tourist centres are the leading ones in international tourism, at least two indicators should be assessed. In placements based on the two major tourist indicators international tourist arrivals and profits from international tourism in both ratings (in different sequences, though) nine of the ten leading tourist entrees are represented.

USA ranks first in profits although third in arrivals. France is Number One for arrivals but Number Three in revenues whereas Spain ranks second in either rating. The differences between these ratings can be explained by the fact that each tourist centre bears peculiarities of its own in terms of lengths of visitors' stays and visitors' profiles, expenditure levels, costs of living, and amounts of revenues derived from one-day visitors and cruise passengers, etc. France , for instance, is surrounded by a multitude of major European states providing great numbers of outbound tourists. She therefore attracts large numbers of short-stay tourists.

Sojourns of international visitors in larger-size United States are, as a rule, way more long-lasting. Half of international tourists go to foreign counties for holiday rest, 25% go to see friends and relatives, for medical treatment and for religious purposes (for instance, within the limits of pilgrimage), and 16% go on business trips.

Travel purposes of the remaining 8% are not known. 45% of international tourists use air transport to arrive to destination countries, 43% automobile transport, 7% waterway transport, and 5% railway transport. In recent years, the airplane has been gaining an ever growing popularity. Most liberal money-spenders are tourists from Germany (in 2005 they spent $72.7 billion), USA ($69.2 billion), UK ($59.6 billion), Japan ($37.5 billion), France ($31.2 billion), Italy ($22.4 billion), China ($21.8 billion), Canada ($18.4 billion), Russia ($17.8 billion), and the Netherlands ($16.2 billion).
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According to the International Labour Organisation, the longest vacations are enjoyed by citizens of Italy (42 days on the average), France (37), Germany (35), Brazil (34), UK (28), and Canada (26).

In South Korea and Japan the average vacation length is 25 days. In USA , it is 13 days. According to the World watch Institute survey, approximately 3.5% of greenhouse gases emissions are stipulated by the tourism industry. Each year about 5,000 hectares of land (which equals half square area of Paris) are converted into golf courses. Tourism is capable of generating revenue, however it is at the same time the cause of destruction of such unique nature zones as coral riffs. Paradoxically so, but residents and businesses of tourist centres get no more than 1015% of money spent by tourists here. The rest goes to transport companies, alien (including foreign) tourist agencies, foodstuffs and consumer goods suppliers, telecommunications companies, etc. This phenomenon is known under the name of leakage.

According to the Economic Policy Institute World, as of the year 2001, Swiss are entitled to have 32 working days of rest; Dens, French, Austrians, and Spaniards 30; Irish 28; Japanese and Portuguese 27; Dutch 25; Belgians 24; Norwegians 21; and Germans 18.

Average statistical vacation of an average American will last 14 days. Hewitt Associates, a consulting company, offer somewhat different data. According to those, the longest vacation period is in Denmark (31 days), Austria and Finland follow thereafter (25 each), Germany (24), Belgium,Ireland, the Netherlands,Switzerland, and UK (20 each).

Vacation period in Brazil lasts 22 days, in Australia 20, and in Columbia and New Zealand 15 each. Mexico is the worst case 6 days. The average vacation period in France lasts 36 days, in Spain 30, in Germany 26, and in UK 24.

EFFECTS AND IMPACTS OF TOURISM

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Positive impacts of tourism:

Jobs for local people. Income for the local economy. Helps preserve rural services like buses, village shops and post offices. Increased demand for local food and crafts. Tourists mainly come to see the scenery and wildlife, so there is pressure to conserve habitats and wildlife.

Negative impacts of tourism:

Damage to the landscape: litter, erosion, fires, disturbance to livestock, vandalism. Traffic congestion and pollution. Local goods can become expensive because tourists will pay more. Shops stock products for tourists and not everyday goods needed by locals. Demand for holiday homes makes housing too expensive for local people. Demand for development of more shops and hotels. Jobs are mainly seasonal, low paid with long hours.

HOSPITALITY

What is hospitalityHospitality is the action of being hospitable.

It is the relationship between the guest and the host, or the act or practice of being hospitable. Specifically, this includes the reception and entertainment of guests, visitors, or strangers. In other words, welcoming, helpful and providing a service to someone who is visiting.

RELATIONSHIP BETWEEN HOSPITALTY INDUSTRY AND TOURISM INDUSTRY

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From that starting point, hospitality is perhaps the most important in tourism and leisure because it provides the personal touches to a service such as a holiday and can encourage the tourist to spend more time or money at a location and subsequently to return and recommend the place to friends. Whether working as a receptionist at a big hotel, a waiter in a restaurant or the proprietor of a bed and breakfast, if the person is friendly and helpful then it can often make up for small issues which otherwise might be blown out of proportion. Being respectful and providing for the needs of guests, where appropriate, is a key part of the job of someone in the tourism industry. While this may be done from the point of view of etiquette, if the person is genuinely personable and interested then it can make a huge difference. Hospitality is a term that can be judged in many different areas of the tourism industry, from the initial arrival and transport arrangements through to food and beverage service and accommodation provided. It should not be forgotten that hospitality extends to the departure as well, when a guest is leaving it is important to leave a good last impression since all your good work can be ruined at this stage.

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CHAPTER II

PURPOSE: To study the entire operational aspects of the LEELA PALACE,

BANGALORE.

OBJECTIVE: To study the role and functions of each staff in each department in detail of
the systems and procedures followed for different activities. Also to learn and explain the operational standards in each department, and work on it respectively.

SCOPE:This project specially deals with the study of THE LEELA PALACE,
BANGALORE operational aspects, and its departments in detail. It is based on the training undergone by observing the practices followed in each department.This project report contains all the information based on the operational aspects of the hotel.

LIMITATIONS: Due to lack of time, departments such as:Security, Finance, Personnel,

Marketing and Engineering, could not be covered, Except for the four main core departments such as: Front office, Food and Beverage Service, Housekeeping, and Food and Beverage Production. Hence, some of the information is based on the brochures, official website and with the interaction of staff members of the respective departments.

METHODOLOGY: The practical knowledge attained by working in various

departments, and assistance from the employees of the hotel was immensely beneficial in compiling this project together.

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CHAPTER III

PROFILE OF THE CITY:

Bangalore also known asBengaluru,is the capital of the Indianstate of Karnataka. 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. Bangalore is well known as a hub for India's information technology sector. It is among the top 10 preferred entrepreneurial locations in the world. Bangalore is home to many well-recognized colleges and research institutions in India. Numerous public sector heavy industries, technology companies, aerospace, telecommunications, and defenceorganisations 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 second fastest growing major metropolis in India. As a growing metropolitan city in a developing country, Bangalore confronts substantial pollution and other logistical and socio-economic problems. With a Gross domestic product of $83 billion, Bangalore is listed 4th among the top 15 cities contributing to India's overall GDP. ETYMOLOGY The name Bangalore represents an Anglicized version of the Kannada language name, Bengaru. The earliest reference to the name "Bengaluru" was found in a ninth century Western Ganga Dynasty stone inscription on a "vragallu" () (literally, "hero stone", a rock edict extolling the virtues of a warrior). In this inscription found in Begur, "Bengaluru" is referred to as a place in which a battle was fought in 890 CE. It states that the place was part of the Ganga Kingdom until 1004 and was known as "Bengaval-uru", the "City of Guards" in Halegannada (Old Kannada). An apocryphal, though popular, anecdote recounts that the 11th century Hoysala king VeeraBallala II, while on a hunting expedition, lost his way in the forest. Tired and hungry, he came across a poor old woman who served him boiled

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beans. The grateful king named the place "benda-kaal-uru" (Kannada: ) (literally, "town of boiled beans"), which eventually evolved into "Bengalru".

HISTORY The region of modern day Bangalore was part of several successive South Indian kingdoms. After centuries of the rule of the Western Gangas, the region was captured by the Cholas in 1024. In 1116 the Hoysala Empire overthrew the Cholas and extended its rule over the region. Modern Bangalore had its beginning in 1537 by a vassal of the Vijayanagara Empire, KempGowda I, who built a mud-brick fort at the site that would become the central part of modern Bangalore. KempGowda referred to the new town as his "gandubhmi" or "Land of Heroes".[18]

Within the fort, the town was divided into smaller divisionseach called a "pete" (IPA:The town had two main streetsChikkapet Street, which ran east-west, and Doddapet Street, which ran north-south. Their intersection formed the Doddapet Squarethe heart of Bangalore. KempGowda's successor, KempGowda II, built four towers that marked Bangalore's boundary. During the Vijayanagara rule, many Saints and Poets referred to Bangalore as "Devaryanagara" and "Kalynapura" or "Kalynapuri" ("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
29

times. KempGowda declared independence, then in 1638, a large AdilShahiBijapur army led by Ranadulla Khan and accompanied by ShhjiBhnsl defeated KempGowda III, and Bangalore was given to Shhji as a jagir (feudal estate). In 1687, the Mughal general Kasim Khan, under orders from Aurangzeb, defeated Ekoji I, son of Shhji, and leased Bangalore to ChikkadevarajaWodeyar (16731704), the ruler of Mysore kingdom. After the death of KrishnarajaWodeyar 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 Tipu Sultan. 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 Tipu Sultan. Following Tipu Sultan's death in the Fourth Anglo-Mysore War (1799), the British returned administrative control of the Bangalore to the Maharaja of Mysore, choosing only to retain the Cantonment under their jurisdiction. The 'Residency' of Mysore State was first established in Mysore city in 1799 and later shifted to Bangalore in the year 1804. It was abolished in the year 1843 only to be revived in 1881 at Bangalore and to be closed down permanently in 1947, with Indian independence. In the 19th century, Bangalore essentially became a twin city, 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 Telephone lines were laid to help co-ordinate antiplague operations, and a health officer was appointed to the city in 1898. In 1906, Bangalore became one of the first cities in India to have electricity from hydel power, powered by the hydroelectric plant situated in Shivanasamudra. Bangalore's reputation as the Garden City of India began in 1927 with the Silver Jubilee celebrations of the rule of KrishnarajaWodeyar IV. Several projects such as the construction of parks, public buildings and hospitals were instituted to improve the city. After Indian independence in August 1947, Bangalore remained in the new Mysore State of which the Maharaja of Mysore was the Rajapramukh.0 The 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 194151 and 197181, 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
30

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 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 established itself as the Silicon Valley of India. GEORAPHY: 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 PrecambrianDeccan Plateau) at an average elevation of 900 m (2,953 ft), which is is located at1258N7734E12.97N 77.56E and covers an area of 741 km (286 mi). 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 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 VidyaranyapuraDoddabettahalli, 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, constructed in 1922, covers 215 km (133 mi) of the city and connects with five sewage treatmentcentres located in the periphery of Bangalore. In the 16th century, KempeGowda I constructed many lakes to meet the town's water requirements. The KempambudhiKere, since overrun by modern development, was prominent among those lakes. 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 Arkavathiriver. Bangalore receives 800 million litres (211 million US
31

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 the alluvial 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 red laterite and red, fine loamy to clayey soils. Vegetation in the city is primarily in the form of large deciduouscanopy 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 climatewith 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 December with an average low temperature of 15.4 C and the hottest month is April with an average high temperature of 32.8 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 3435 C (<100 F). Bangalore receives rainfall from both the northeast and the southwest monsoons 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. ECONOMY

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Bengaluru's 52,346 crore (US$9.53 billion) economy (200607 Net District Income) makes it one of the major economic centers in India, with the value of city's exports totaling 43,221 crore (US$7.87 billion) in 200405. With an

economic growth of 10.3%, Bangalore is the second fastest growing major metropolis in India, and is also the country's fourth largest fast moving consumer goods. per capita income of 74,709 (US$1,359.7) in 200607, The Forbes

magazine considers the city as one of "The Next Decade's Fastest-Growing Cities", With a The city is the

third largest hub for high net worth individuals and is home to over 10,000 dollar millionaires and about 60,000 super-rich people who have an investable surplus of 4.5 crore (US$1 million) and Rs. 50 lakh (US$ 91,000) respectively. The headquarters of several public sector undertakings such as Bharat Electronics Limited (BEL), Hindustan Aeronautics Limited (HAL), National Aerospace Laboratories (NAL), Bharat Heavy Electricals Limited (BHEL), Bharat Earth Movers Limited (BEML) and HMT (formerly Hindustan Machine Tools) are located in Bangalore. In June 1972 the Indian Space Research Organization (ISRO) was established under the Department of Space and headquartered in the city. Bangalore is called the Silicon Valley of India because of the large number of information technology companies located in the city which contributed 33% of India's Rs. 144,214 crore (US$ 26 billion), IT exports in 200607. Bangalore's IT industry is divided into three main clusters Software Technology Parks of India (STPI); International Tech Park, Bangalore (ITPB); and Electronics City. UB City, the headquarters of the United Breweries Group, is a high-end commercial zone. Infosys and Wipro, India's second and fourth largest software companies are headquartered in Bangalore, as are many of the global SEI-CMM Level 5 Companies. The growth of IT has presented the city with unique challenges. Ideological clashes sometimes occur between the city's IT moguls, who demand an improvement in the city's infrastructure, and the state government, whose electoral base is primarily the people in rural Karnataka. The encouragement of high-tech industry in Bangalore, for example, has not favored local employment development, but has, instead, increased land values and forced out small enterprise. The state has also resisted the massive investments required to reverse the rapid decline in intra-city transport which has already begun to drive new and expanding
33

businesses to other centers across India. Bengaluru is a hub for biotechnology related industry in India and in the year 2005, around 47% of the 265 biotechnology companies in India were located here; including Biocon, India's largest biotechnology company. TRANSPORT AIR: Bangalore is served by the Bengaluru International Airport (IATA: BLR, ICAO: VOBL) which started operations from 24 May 2008. The city was earlier served by the HAL Airport which was India's fourth busiest airport. It is now the fourth busiest airport in India in terms of passenger traffic and the number of air traffic movements (ATMs) with about 280 per day. The airport is around 40 km from the city Centre. The most hassle-free way to commute is by taxi. Meru cabs and Easy cabs have taxis present in the rank at the airport. There are also certain private cab companies. RAIL: A rapid transit system called the Namma Metro is being built. A 7 km stretch from Bayappanahalli to MG Road was opened to public on 20 October 2011. Once completed, this will encompass a 42.3 km (26.3 mi) elevated and underground rail network comprising 41 stations. It is expected to connect central locations in Bangalore to Devanahalli and the Chikballapur regions.This much-delayed project is the citys primary response to the worsening intra-city transport infrastructure which has become a major deterrent to continued business growth. Bangalore comes under Bangalore railway division of the South Western Railway zone of the Indian Railways. Bangalore City Railway station and Yesvantpur Junction connect it to the rest of the country through the Indian Railways. The Bangalore Rajdhani Express connects the city to New Delhi, the capital of India. Bangalore is also connected by rail to most cities in Karnataka, as well as Mumbai, Chennai, Coimbatore, Kolkata, Hyderabad, Indore, Belgaum, Hubli, Mysore, Bhagalpur, Tatanagar, Trivandrum, Bhopal, and other major cities in India. The sprawling Rail Wheel Factory is Asia's second largest manufacturer of Wheel & Axle for Railways and headquartered in Yelahanka, Bangalore.

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ROADS: Buses operated by Bangalore Metropolitan Transport Corporation (BMTC) are an important and reliable means of public transport available in the city. While commuters can buy tickets on boarding these buses, BMTC also provides an option of a bus pass to frequent users. BMTC runs air-conditioned luxury buses on major routes, and also operates shuttle services from various parts of the city to the Bengaluru International Airport. The Karnataka State Road Transport Corporation operates 6,918 buses on 6,352 schedules, connecting Bangalore with other parts of Karnataka as well as other states. The main bus depots that KSRTC maintains are the Kempegowda Bus Station, locally known as "Majestic bus stand", where most of the out station buses ply from. Some of the KSRTC buses to Tamil Nadu and Andhra Pradesh ply from Shantinagar Bus Station, Satellite bus station in Mysore road and Baiyappanahalli satellite bus station. BMTC is the first metropolitan transport corporation to introduce air conditioned buses in India. Three-wheeled, green and black auto-rickshaws, referred to as autos, are a popular form of transport. They are metered and can accommodate up to three passengers. Taxis, commonly called City Taxis, are usually available only on call. Taxis are metered and are generally more expensive than auto-rickshaws.

CULTURE: Bangalore Karaga, is one of the oldest and most important festivals in the heart of Bangalore.Bangalore is known as the Garden City of India, because of its greenery and the presence of many public parks, including the LalBagh and Cubbon Park. The city celebrates its oldest festival, "KaragaShaktyotsava" or Bangalore Karaga. Deepavali, the "Festival of Lights", transcends demographic and religious lines and is an important festival, along with the nine nights of Navratri. Other traditional Indian festivals such as Ganesh Chaturthi, Ugadi/GudiPadwa, Sankranthi, Eidul-Fitr, and Christmas is also celebrated. Bangalore is home to the Kannada film industry, which churns out about 80 Kannada movies each year.
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Bangalore also has a very active and vibrant theatre culture with popular theatres being RavindraKalakshetra and the more recently opened RangaShankara. The city has a vibrant English and foreign language theatre scene with places like RangaShankara and Chowdiah Memorial Hall leading the way in hosting performances leading to the establishment of the Amateur film industry. The diversity of cuisine is reflective of the social and economic diversity of Bangalore. Bangalore has a wide and varied mix of restaurant types and cuisines and Bangaloreans deem eating out as an intrinsic part of their culture. Roadside vendors, tea stalls, and South Indian, North Indian, Chinese and Western fast food are all very popular in the city. Udupi restaurants are very popular and serve predominantly vegetarian, regional cuisine.In May 2012, Lonely Planet ranked Bangalore 3rd among the world's top 10 cities to visit. Bangalore is also a major center of Indian classical music and dance. Classical music and dance recitals are widely held throughout the year and particularly during the Ramanavami and GaneshaChaturthi festivals. Bangalore is sometimes called as the "Pub Capital of India" and the "Rock/Metal capital of India" because of its underground music scene and it is one of the premier places to hold international rock concerts. EDUCATION: Until the early 19th century, education in Bangalore was mainly run by religious leaders and restricted to students of that religion. The western system of education was introduced during the rule of MummadiKrishnarajaWodeyar, when two schools were established in Bangalore. Subsequently, Wesleyan Mission established a school in 1851 and the Bangalore High School which was started by the Government in 1858. In post-independent India, schools for young children are mainly based on the kindergarten form of education. Primary and secondary education in Bangalore is offered by various schools which are affiliated to one of the boards of education, such as the Secondary School Leaving Certificate (SSLC), ICSE, CBSE, IB and NIOS. Schools in Bangalore are either government run or are private (both aided and unaided by the government). After completing their secondary education, students either attend
36

Pre University (PUC) or continue High School in one of three streams Arts, Commerce or Science. Alternatively, students may also enroll in Diploma courses. Upon completing the required coursework, students enroll in general or professional degrees in universities. The Bangalore University,established in 1886, provides affiliation to over 500 colleges, with a total student enrolment exceeding 300,000. The university has two campuses within Bangalore Jnanabharathi and Central College. Indian Institute of Science, which was established in 1909 in Bangalore, is the premier institute for scientific research and study in India. Nationally renowned professional institutes such as the National Centre for Biological Sciences (NCBS),Institute of bioinformatics and applied biotechnology [IBAB]. National Institute of Design, Ahmedabad (NID), National Institute of Fashion Technology (NIFT), National Law School of India University (NLSIU), the Indian Institute of Management, Bangalore (IIM-B), the Indian Statistical Institute and International Institute of Information Technology, Bangalore (IIIT-B) are located in Bangalore. The city is also home to the premier mental health institution in India National Institute of Mental Health and Neuro Sciences (NIMHANS). Bangalore also has some of the best medical colleges in the country, like St. John's Medical College (SJMC) and Bangalore Medical College and Research Institute (BMCRI). The M. P. Birla Institute of Fundamental Researchresearch institute has a branch located in Bangalore. MEDIA: The first printing-press in Bangalore was established in the year 1840. In 1859, Punjab Kesri became the first English bi-weekly newspaper to be published in Bangalore and in 1860,Mysore VrittantaBodhini became the first Kannada newspaper to be circulated in Bangalore. Currently, Vijaya Karnataka and The Times of India are the most widely circulated Kannada and English newspapers in Bangalore respectively, closely followed by the Prajavani and Deccan Herald both owned by the Printers (Mysore) Limited the largest print media house in Karnataka.

Radio: Bangalore got its first radio station when All India Radio, the official broadcaster for the Indian Government, started broadcasting from its Bangalore station on 2 November 1955. The radio transmission was AM, until in 2001,Radio
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City became the first private channel in India to start transmitting FM radio from Bangalore. In recent years, a number of FM channels have started broadcasting from Bangalore. The city also has India's Oldest Amateur (Ham) Radio Club Bangalore Amateur Radio Club, celebrating its Golden Jubilee along with Hamfest India HFI 2009 this November amongst various clubs for HAM radio enthusiasts. There are two operational community radio stations in Bangalore called Radio Active and Ramana Voices, managed by Mahaveer Jain College and Shree Ramana Maharishi Academy of the Blind (SRMAB), respectively. The latter is being comanaged by a media advocacy group in Bangalore called VOICES. Bangalore has a number of newspapers and magazines that cater to the varied interests. number of news channels operate in the city, as well as in the state too. Magazines like Open and 080 cater to lifestyle, citizen issues and fashion, newspapers like Mid-Day, Bangalore Mirror, Vijaya Karnataka and Udayavani provide localised news updates. On the web, Explocity provides listings information. Deccan Herald, The Times of India and The Hindu provide e-paper services.0

Television: Bangalore got its first look at television when Doordarshan established a relay centre here and started relaying programs from 1 November 1981. A production center was established in the Doordarshan's Bangalore office in 1983, thereby allowing the introduction of a news program in Kannada on 19 November 1983. Doordarshan also launched a Kannada satellite channel on 15 August 1991 which is now named DD Chandana. The advent of private satellite channels in Bangalore started in September 1991 when Star TV started to broadcast its channels. Though the number of satellite TV channels available for viewing in Bangalore has grown over the years, the cable operators play a major role in the availability of these channels, which has led to occasional conflicts. Direct To Home services are also available in Bangalore now.

Internet: The first Internet service provider in Bangalore was STPI, Bangalore which started offering internet services in early 1990s. This Internet service was however restricted to corporates, until VSNL started offering dial-up internet services to the general public at the end of 1995. Currently, Bangalore has the largest number of broadband Internet connections in India.

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SPORTS: Cricket is the most popular sport in Bangalore. A significant number of national cricketers have come from Bangalore, including former Indian cricket team captains Rahul Dravid and Anil Kumble. Some of the other players who have represented India include JavagalSrinath, GundappaVishwanath, Syed Kirmani, E. A. S. Prasanna, Venkatesh Prasad, Sunil Joshi, Robin Uthappa, Vinay Kumar, Roger Binny and AbhimanyuMithun. Many children play gully cricket on the roads and in the city's many public fields. Bangalore's international cricket stadium is the M. Chinnaswamy Stadium, which has a seating capacity of 55,000 and has hosted matches during the 1987 Cricket World Cup, 1996 Cricket World Cup and the 2011 Cricket World Cup. The Chinnaswamy Stadium is also the home of India's National Cricket Academy. The Indian Premier League franchise Bangalore Royal Challengers, the Premier Hockey League franchise Bangalore Hi-fliers, and the Karnataka Premier League franchisees Bangalore Brigadiers and Provident Bangalore are based in the city. India's Davis Cup team members, Mahesh Bhupathi and RohanBopanna also reside in Bangalore. The city hosts the Women's Tennis Association (WTA) Bangalore Opentournament annually. Beginning September 2008, Bangalore has also been hosting the Kingfisher Airlines Tennis OpenATP tournament annually.] Bangalore is also home to the Bangalore Rugby Football Club (B.R.F.C). Bangalore has a number of elite clubs, like Century Club, The Bangalore Golf Club, the Bowring Institute and the exclusive Bangalore Club, which counts among its previous members Winston Churchill and the Maharaja of Mysore. The Hindustan Aeronautics Limited SC is based in Bangalore. Other sports personalities from Bangalore include national swimming champion Nisha Millet, world snooker champion, PankajAdvani and former All England Open badminton champion PrakashPadukone.

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TOURIST ATTRACTIONS: Parks:

LalBagh is a botanical garden, commissioned by the Hyder Ali in 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, KempeGowda I. The LalBagh 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 park was created in 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:

Bangalore Fort originally built by Kempegowda in 1537 A D. It is located next to the Victoria Hospital Gate in the K.R Market area.

Tipu Sultan's Summer Palace was built in 1791, is a two-storied ornate wooden structure with exquisitely carved pillars, arches and balconies. It 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 Castle in 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:

VidhanaSoudha is the seat of the state legislature of Karnataka. It is an imposing granite building, built in 1956 in the 'Neo-Dravidian' style, incorporates elements of Indo-Saracenic, RajasthaniJharokha and Dravidian styles. VidhanaSoudha is the brainchild of KengalHanumanthaiah and built by chief engineer B.R. Manickam.

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AttaraKacheri, (Karnataka High Court), overlooks VidhanaSabha. It is a red brick and stone building in the Greco-Roman style of architecture. It houses the High Court for the state of Karnataka.

Museums:

Government Museum was established in 1865 has a rare collection of archaeological and geological artifacts including old jewellery, sculpture, coins and inscriptions. The museum is also home to the Halmidi inscription, the earliest Kannada inscription ever found (450 AD).

Kempegowda Museum is dedicated to Yelahanka chieftain Kempegowda (15131569) who is the founder of Bangalore city. The museum is located on the first floor of Mayo Hall. The museum has Kempegowda's statue as well as posters and pictures of forts, temples, reservoirs and inscriptions from his time.

Karnataka Folk Museum is located in a 15 acre campus at Kumara Park West has an excellent collection of Folk puppets, costumes, utensils, instruments, weapons and masks. folk music collections and dance videotapes.

Gandhi Bhavan established in 1965 at Kumarapark is showcase of Mahatma Gandhi's life. It houses a photo gallery, his letters, a library and audio visuals.

HAL Aerospace 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.

Madras Sappers Museum & Archives, inaugurated in 1979, showcases the history of the Madras Engineer Group (called the Sappers, established in 1803). The Madras Sappers are the oldest regiment of the Corps of Engineers of the Indian Army. The museum chronicles their history and achievements and houses armory used by the regiment, medals, their attire and a sports gallery.

Visvesvaraya Industrial and Technological Museum was instituted as part of the centenary celebrations of the engineer-statesman Sir M. Visvesvaraya (18611962).

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NIMHANS Brain Museum showcases the human brain and its functions. It is located at National Institute of Mental Health and Neurosciences (NIMHANS) and is run by its department of neuropathology. The Museum seeks to help visitors see the brain, understand how it works and get an insight into the kind of diseases that can affect it. The museum has a diverse collection of over 600 brain samples and is the result of over 30 years of research. The Museum is open to the public on Saturdays from 10 a.m to 3 p.m.

Philatelic Museum is located at the first floor of the Bangalore General Post Office near VidhanaSoudha.

Law Museum is a museum (established in 2006) dedicated to the legal profession. It was the brainchild of Karnataka High Court Chief justice Cyriac Joseph. The museum houses an original print of the Constitution of India, articles and documents related to the legal profession, seals, insignia and books. It also showcases the history of the High Court and the development of courts over the ages.

Legends Motorcycle Museum is a collection of 20 plus vintage motorcycles in working condition whose vintage dates back to 1924. The Museum is the lifelong collection of motorcycle enthusiast SK Prabhu. The museum walls are covered with biker memorabilia and photographs. The collection includes a 1924 BSA 250 cc, a Cezeta 1962 and some rare motorcycles from World War II: the BSA M20 1942 500 cc, James ML 1942 and the Norton 500cc 1942.

Galleries:

Venkatappa Art Gallery National Gallery of Modern Art is an art gallery in Bangalore. It was inaugurated in the year 2009. It showcases modern Indian art and houses paintings by Raja Ravi Verma, Jamini Roy, Amrita Sher-Gil,Rabindranath Tagore and a large number of Modern and Contemporary artists. NGMA also organizes art walks.

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Nature:

DoddaAlada Mara, a big banyan tree located in Ramohalli (28 km away). This tree covers 3 acres (12,000 m2) and is one of the largest of its kind. It is at least 400 years old.

Bugle Rockbugle 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.

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.

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 ChickballapurTaluq, 60 km from Bangalore. It is 4851 ft (1478 m) above sea level. Nandidurg 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.

Kaivara, cave temples 60 km away near Chikkaballapur. 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.

Lakes: Ulsoor Lake. DRDO Lake. Sankey Tank. Hesaraghatta Lake. Yediyur Lake. Nagavara Lake (also called Lumbini Lake). Hebbal Lake. Madiwala Lake. Kempanbudi Lake.

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Wildlife:

Birds at Hebbal lake - The habitat at Hebbal lake is favoured by many species of water birds including large waterbirds such as the Spot-billed Pelican, Eurasian Spoonbill, Shoveller, Pintail, Garganey, Little Grebe, Coot and the Spot-billed Duck. The shallow zone supports sandpipers and other waders as well as Purple Moorhens, Purple Herons and Grey Herons. Nearly 350 species of birds have been recorded from the Bangalore region of which around 60 species may be seen with ease. Bangalore has an active bird watching club that meets every Sunday.

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 km) zoological park makes this a major tourist attraction of Bangalore.

Butterfly Park is spread across 7.5 acres (30,000 m2) of land. It comprises a butterfly conservatory, museum and an audio-visual room. The butterfly conservatory has a polycarbonate roof and is a 10,000 sqft (1,000 m). circular enclosure, inside which the living environment has been carefully designed to support over 20 species of butterflies. The environment has a tropical setting complete with the humid climate, an artificial waterfall, a narrow walking bridge and host plants and shrubs that attract butterflies.

Ranganthittu Bird Sanctuary is a Bird Sanctuary in nearby Mandya district. It is a very small sanctuary, being only 0.67 km. in area, and comprises six islets on the banks of the Kaveri River.

Bangalore Aquarium is the second largest aquarium in India. It is located at the entrance of Cubbon ParkinBangalore, India, and was established in 1983. It has a variety of exotic cultivable as well as ornamental fish on display.

Places of worship: Bull Temple: One of the biggest Nandi idols in the world. It was built by KempeGowda 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. St. Mary's Basilica: The oldest church in Bangalore.

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DharmarayaSwamy Temple located in OTC Road,Tigalarapet is famous for the annual Karaga festival that is 800 years old. Ranganathaswamy temple a 16th-century temple built by the Vijayanagara empire, located off Avenue Road. HalasuruSomeshwara Temple a 16th-century temple located in Ulsoor built by the founder of Bangalore, Kempegowda in Dravidian style. KoteJalakantheshwara temple the oldest temple in bangalore dating back to the Chola era and is situated in Kalasipalya. It is a 17th-century temple located the old fort area next to tippu's palace in Chamrajpet. The temple has beautiful granite sculptures.

KaduMalleshwara Temple built by ShahjiBhonsle the father of Shivaji located in the locality of Malleshwaram off Sampige Road. The temple kalyani is said to be the source of the Vrishabhavati River.

Huge Shiva in old Airport Road is a huge idol of Lord Shiva&Ganesha completely made of plaster of paris. GaviGangadhareshwara Temple is a temple known as DakshinaKashi. The sun's rays fall on the Shivalinga only on the day of MakaraSankranthi. ISKCON temple, built in an ornate architectural style, the Krishna Temple is a blend of modern technology and spiritual harmony. The temple is situated in Seshadripuram, and finest fusion of modern and traditional elements of architecture.

Memorial Church and Christ Church are the two remaining "Original Anglican" churches in Bangalore City affiliated to the Traditional Anglican Communion in India. They are located at Whitefield (Outer Circle) and Basavanguddi respectively.

St. Mary's Basilica 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. 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.

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 is one of the most beautiful mosques in Bengaluru, located on Millers Road, this mosque hosts the prayers on Eid and also hosts the Haj camp.

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IT parks:

Electronics City is the centre of the Silicon Valley of India. IT Parks in Bangalore include: ITPL, EGL Domlur, 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, and Whitefield RMZ Centennial. HYVA (India) Pvt. Ltd. has a branch in the outskirts of Bangalore.

Shopping: Brigade Road is one of the busiest commercial centers of Bangalore where you can get any sort of shopping done. Commercial Street is a busy commercial centre of Bangalore for getting all sorts of shopping done. MG roadwas previously known as "South Parade" is the most important landmark of Bangalore. Malls Bangalore has numerous shopping malls.

Amusement parks:

Wonderla is an amusement park located near Bidadi, 28 kilometresfrom(17 mi) Bangalore.

Innovative Film City is an amusement and theme park with go karting, and stage and studio facilities.

iplay is an ice-skating rink at the phoenix market city. It is the only natural ice rink in Karnataka.

Around Bangalore

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

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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.

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 the Thippagondanahalli Reservoir and on towards Manchanabeledam(feverpitch basecamp-located in banks of manchanabele dam).

Kanva reservoiris an artificial lake and tourist attraction 69 km from Bangalore and 10 km from Ramanagara.

Mekedaatu, literally meaning "Goat's Jump", is 110 km away on Kanakapura Road. Nearby is another tourist attraction, Sangama, where two rivers join.

Omthara Kala Kuteera is located just one hour from Bangalore city. It is built as homage to India's ancient culture and its vibrant art.

Pyramid valley is the biggest pyramid shaped meditation hall in the world, along with being the largest pyramid in Asia. It stands 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 sqft (2,380 m2). It is located 30 km from Banashankari Temple.

Devarayanadurga (Kannada:

) is 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 NamadaChilume, a natural spring considered sacred and is also considered the origin of the Jayamangaliriver. Another famous temple in the area is the Mahalakshmi Temple at Goravanahalli.

Srirangapattana is the capital of Mysore under Hyder Ali and Tipu Sultan. Shivanasamudra Falls (also called Sivasamudram) is an island town dividing the Kaveri River into twin waterfalls, the Gaganachukki and the Barachukki, 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.
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Talakad is a desert like town with temples at Cauvery river bank.

Mysore (to be renamed Mysuru) (Kannada:

) 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 Gardens where 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 VyramudiUtsava. The main deity here is "Cheluvarayaswamy - The MahaVishnuyam".

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PROFILE OF THE HOTEL

The Leela Palaces, Hotels and Resorts is owned and managed by Hotel Leelaventure Limitedwhich was established in 1987 in Mumbai. The company is part of The Leela Group whose portfolio includes luxuryhotel and resort properties, IT and business parks, as well as real estate development. Spearheading the group is chairman, Captain C. P. Krishnan Nair. The Leela Palaces, Hotels and Resorts comprise a collection of luxury hotels and resorts in New Delhi, Mumbai, Bangalore, Gurgaon, Udaipur, Goa and Kovalam. The upcoming property in Chennai with plans to develop hotels in Agra, Lake Ashtamudi (Kerala) and Jaipur. The group has marketing alliances with Germany-based Kempinski, US-based Preferred Hotel & Resorts and is a member of the Global Hotel Alliance based in Geneva, Switzerland. Since its founding, The Leela has been at the forefront of bringing alive the drama and grandeur, one that goes far beyond the grand facades and theatrical interior design. The group is dedicated to extending warm, gracious, anticipatory service in settings that ideally capture the essence of India. The authentic Indian experience found across the hotels and resorts exemplifies the groups underlying philosophy to delight and exceed guest expectations through gracious Indian hospitality, known in the ancient Indian scriptures as AtithiDevoBhava or Guest is God.

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HISTORY OF THE LEELA GROUP: Born in an agricultural family in a village near Kannur in north Kerala, Captain ChittarathPoovakkatt Krishnan Nair began his career with the Indian Army in the Maratha Light Infantry (post-independence). Years later, he married the daughter of a handloom businessman. With the support of his in-laws, he started his first business as a textile exporter from Madras, under the brand name Leela Scottish Lace. In 1958, Capt. Nair joined hands with the Brooks Brothers to announce "Bleeding Madras" fabric, which later had clients like Tommy Hilfiger, Wal-Mart, Liz Claiborne and Macy's. Later that year, he started his lace-weaving unit in Mumbai's Sahar area. He was the first in the organized sector to set up a unit to produce cotton laces in India with Scottish Collaboration in Leela Scottish Lace Private Limited. He was also instrumental in organizing the Small Exporters Guild which helped many small exporters. Founder and chairman, Captain C P Krishnan Nair bought 11 acres of land near his house in Sahar, Mumbai to build his first hotel, The Leela Mumbai in 1986. It was the first luxury hotel near the present Sahar International Airport. He promoted The Leela Mumbai in 1986. In

1991, Captain Nair opened his second hotel in Goa. The Leela Goa was designed keeping the overall architecture of the state in mind. The luxury seaside resort has taken its inspiration from Portuguese heritage and is spread over 75 acres of land in South Goa near Cavolim Beach. Leela Goa is set with 206 guestrooms and suites that have been broadly classified according to these category Pavilion Rooms, Lagoon Suite, Royal Villa, Presidential Suite, Conservatory Premiere and Club Suite. In

1997, Captain Nair went on to build the group's first modern hotel with 357 rooms, inspired by the Mysore Palace and the architecture of the 13th century Vijayanagaraempire and is surrounded by seven acres of gardens in Bangalore which opened in 2001. Group opened its second resort in 2005 - The LeelaKovalam in Trivandrum. 2007, Capt. Nair sold Leela Scottish Lace. By this time, he was 65 years old and a multimillionaire. By 2009, He added two more properties The Leela In

to his portfolio in Udaipur (Rajasthan) and Gurgaon. The LeelaKempinski Gurgaon is the group's first non-owned, managed property. The Leela Palace New Delhi opened in April 2011. The palace is inspired by Sir Edwin Lutyens Delhi.
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ABOUT THE CHAIRMAN:

Captain C.P. Krishnan Nairs vision has been inspired by his strong belief in Indias ability to compete with the worlds premier travel destinations. He has led a fulfilling life of hard work and dedication. From starting the first Students Union while at school to joining the army during World War II and later taking the reins of his father-in-laws handloom business - only to grow it into the countrys largest garment exporting house - Nair is a singular leader who has worked hard, relentlessly, towards a focused goal. His many business trips to Europe and America exposed him to hotels with high service standards, inspiring him to enter the world of luxury hospitality. At the age of 65, he started to build The Leela Palaces, Hotels and Resorts which today has evolved into one of the most celebrated indigenous hospitality groups in the luxury segment.

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BOARD OF DIRECTORS

SL NO. 1. 2.

NAME Captain C.P. Krishnan Nair Mr.Vivek Nair

DESIGNATION Chairman Vice Chairman , Managing

Director & C.E.O 3. Mr. Dinesh Nair Mrs.Madhu 1. Nair 5. Mr.Venu Krishnan Joint Managing Director Interiors Deputy managing Director

EXECUTIVE COMMITTEE

SL. NO 1. 2.

NAME Mr. Andrew Hendrian Mr. Sameer Sud

DESIGNATION General Manager EAM Rooms (Executive Assistant Manager)

3. 4.

Mr. Sunil Babu Mr.Jit Bose

Commercial Manager Director of Sales & Marketing

5. 6. 7. 8.

Mr. Ramesh Murthy Rudolf F.Eichelle Mr.SundeepShenava

Finance Controller Executive Chef Human Resource Head Engineering Head.

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VISION: To be the Leading Business and Destination Hotel in India. MISSION: Product, Service, Profit Dominance MOTTO: AtithiDevoBhava

DHARMA:
Prathama Dharma: As an integral part of the Leela Group, this will be our primary dharma. No matter what role we perform as a team member, we shall place the guests first and foremost, the organisation second, and the self-last, while performing our duties to the finest standards. Dwitya Dharma: Everything we do shall be laced with courtesy and consideration for others and the highest standards-whether qualitative, ethical, intellectual, social, Monetary and moral. Tritiya Dharma: It shall be our constant endeavor to understand, anticipate and satisfy the needs of our guests with warmth and attention to detail; apart from maintaining excellence, aesthetics, style and the utmost regard for comfort and privacy. Chaturthi Dharma: Trust and team spirit will be the foundation stones upon which we raise our companys future and success. The taller we grow, the deeper we shall attempt to cultivate these virtues. Panchami Dharma: We shall be fearless in performing our duties with conviction and pride, while seeking constructive feedback and dissent in order to enhance our standards. We shall adhere to industry standards of quality and certification, and constantly strive to outperform ourselves.
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Shasthi Dharma: We respect each other as much as we cherish our guests. We are not an organization of employees, we see ourselves as a company of stars. Here, every employee is rewarded on an individual basis, in terms of stellar achievements as well as personal growth. Saptami Dharma: Like Mother Nature, we seek to nurture and protect. In all aspects of business, we shall diligently safeguard the well being, safety and security of our guests, Coworkers as we ll as our corporate assets and environment. Ashtami Dharma: We believe in the dharma of fairness. While we may encounter challenges, we shall never forsake the establishment of a healthy code of conduct or adopt practises influenced by personal preferences or prejudices.

MARKETING ALLIANCES:
- Germany-based Kempinski. - US-based Preferred Hotel & Resorts. Membership Partner with the Global Hotel Alliance based in Geneva, Switzerland.

3 STEPS OF OVERALL SERVICE AND HOSPITALITY:

The LEELA GROUP OF HOTELS follows these 5 steps of service to serve uniquely:

1. Warm Welcome: Namaste. Guest Recognition. Address the guest using their name.

2. Anticipation & Guest Compliance: Be proactive. Be Sensitive to Guest Needs. Be Empathetic.

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 Stay Focussed. Ownership of Guest Dissatisfaction.

3. Fond Farewell:

AWARDS AND ACHIEVEMENTS:

2nd best Hotel in India. Green Globe, Bronze Certificate 2011. CNN Ultimate Service Award (2001-2003) Best Manager Workfork, by CNBC in association with Hewitt Associates (2004) International Five Diamond Award.

OVERVIEW:
Launched on 13th August, 2001. The Leela Palace, Bangalore isan art-deco form drawing inspiration from the architectural style of the Royal Palace of Mysore and the palaces of The Vijayanagar Empire, its copper domes, arches and ornate ceilings reflect the grandeur of palaces of a bygone era.

Total area of the hotel: 9 acres. Building built up Area: 7 acres. Garden Area: 3 acres Designed by: L&T and Thomas Associates

Address: 23, Old Airport Road, Kodihalli, Bangalore, Karnataka, India. Pin code: 500008. Telephone Number: 080 2521 1234/ 080 3057 1234 Fax Number - Business Centre: 080 2521 2222 Fax Number Royal Club: 080 2521 4444 Fax Number Room Reservation: 080 2521 7234

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Hotel Email Address: reservations.bangalore@theleela.com Web Address: www.theleela.com Emergency Email Address: dm.bangalore@theleela.com/royalclub.bangalore@theleela.com

DISTANCE TO THE HOTEL, FROM:

Bangalore International Airport: 47 kilometres. City Cantonment Railway Station: 10 kilometres. City Central Bus Terminus: 10 kilometres. Nearest Hospital: 3.5 kilometres & 1.9 miles away from the Hotel.

DIRECTIONS:

From North Till Cunningham Road, Exit to M.G Road, Exit On Airport Road, Sight the Hotel on the left hand side.

From East Exit to Hosur Road, Turn Right to Richmond Road Circle, Exit on Airport Road, Sight the Hotel on the left hand side.

From South 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 in the left hand side.

HOTEL CHAINS: (ESTABLISHED)

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Bangalore

Chennai

Goa

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Gurgaon

Kovalam

58

Mumbai

Udaipur

New Delhi
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UPCOMING LEELA HOTELS: Agra Jaipur Ashtamudi Noida

PROPERTY INFORMATION: Convenient location equidistant between the airport and city center. Ambience: Palatial, built on the lines of The Mysore Palace. Floors: (in total): 10 Floors Guest Room Floors: 6 Meeting Rooms: 2 Spa & Health Club: 1 Car Parking: 1

Royal Club Floor: 5th, 6th Floor

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 Royal Club Lounge: 5th Floor Fine Dining Restaurant: 5th Floor Cigar Bar & Billiards Room: 6th Floor Guest Elevators: 4 Non Smoking Floors: 3rd, 4th, & 5th Floor Smoking Rooms: 1st, 2nd& 6th Telephones: - House: 357 - Public Areas: 23 Private Dining: - Located at Lobby level - 24 hours service Business Centre: Operational at 8:00 hrs to 20:00 Located below lobby level.

Parking Lot: 300 cars slots Not charged to guests. Located Below Lobby

Restaurants: (Located at Lobby Level) Citrus (24 hour Coffee Shop) Jamavar Zen

Bar: (Located at lobby level) Library Bar Lounge Bar

Swimming Pool: outdoor with Jacuzzi Banquet Halls: 8 halls: - Diya. - Maya. - Surya.
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- Kamal. - Nidhi - Sitara - Yatra 2 Ballrooms: - The Royal Ballroom. - The Grand Ballroom. Landscape Gardens Health Club with Spa & Swimming Pool Rooms: 357 Suites: - Royal Club Suite: 76 - Executive Suite: 12 - Turret Suite: 4 - Tower Suite: 5 - Royal Suite: 2 - # 305 & # 315 - Presidential/Maharaja Suite: 1 - # 550 Twin Beds (total inventory): 64 Rooms Deluxe: 13 Conservatory: 10 Royal Premier: 20 Royal Club: 9 Executive: 12 King Beds (total inventory): 286 Rooms Deluxe: 40 Conservatory: 90 Royal Premier: 79 Royal Club: 66 Executive: 11

HANDICAPPED ROOMS: 2 - #118 & #274. ROYAL SUITES: 2 - #305 & #315.
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 Spa:

20,000 Sq Ft. of Spa. Private Treatment Rooms. Gymnasium. Private dressing room for men and women. Luxuriously designed whirlpool, sauna, steam, hydrotherapy and relaxation rooms. Ayurveda Centre

SOFTWARES USED: - Opera. - Triton.

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CHAPTER 1V

FRONT OFFICE

BLISS
BRAND LEELA INTEGRATED SERVICE STANDARDS

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The Front Office, is a desk in the hotel which represents the entire image of the hotel. guest comes in contact with the Front Office first, before coming in contact with the other

The

internal areas of the hotel.Itprovides all the required information about the hotel to the guests. It also provides information about the city, places to visit in the city etc. It looks after the transport facility like pick up and drop facility for the guest. It also takes check ins and check out. It organizes tours for the guests on requests and looks after the guests left luggage. HIERARCHY Executive Assistant Manager (EAM)

Front Office Manager

Front Office Executive

Duty Manager

Front Office Associate

Bell Captain

Bell Boys

Page Boys
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Trainees

The front office may be subdivided into: Reservation Reception Information/concierge Front Office Cashier Night Auditor Telephones Business Center Bell Desk Transport Airport personnel

These departments take care of the overall functions at the front office.

SHIFTS: 1. Morning Shift: 07:00 to 16:00 Hrs. 2. General Shift: 09:00 to 18:00 Hrs. 3. Afternoon Shift: 14:00 to 23:00 Hrs. 4. Lufthansa: 18:00 to 03:00 Hrs. 5. Night Shift: 23:00 to 08:00 Hrs.

SOFTWARE USED: - OPERA

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CHECK-IN TIME: 14:00 pm CHECK-OUT TIME: 12:00 pm

AIRPORT MOVEMENT SHEET: It is a type of sheet prepared at the time of reservations for transport like pick-ups and drops if requested by the guests. The sheet has the details of arrival time, name of the guest, company name, room no, room type etc. PREMIUM PARKING CARDS: These are cards maintained at the concierge. These are given to the chauffeurs by the concierge during airport pick up or drop for the guests. They help the chauffeur to park the hotel car in the airport premises free of cost. Minimum three cars can be parked at a time in the airport. If there are more than three cars in the airport parking premises, the parking charges are Rs.70 per hour.

AIRPORT SERVICE: Airport Pickup: The airport service is the one of the most important part in welcoming a guest. It is the first point of contact of the hotel with a guest. Factors like communication, selfintroduction, and first impression of the hotel are created in a guests mind immediately depending on the approach and the level of hospitality created by the employee. The hotel provides paging boards with the name of the guest at the time of the airport pickup. The guest recognises his/her name on the paging board, and the airport representative confirms the name in AMS i.e. Airport Movement Sheet. He/she then must wish the guest according to the time of the day. He must ask the guest if, he/she would want his/her luggage to be carried, and then the airport representative introduces the chauffeur and escorts him towards car, and wishes him a pleasant stay at the hotel.

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HOTEL ARRIVAL: 1. Standardises signages indicating the parking areas, the entrance and the exit should be clearly identified. 2. Security Personnel must always be present and visible at the entrance of the hotel. 3. The driveway, and entrance must be kept clear from vehicles and parking attendants must always be on hand with precise instruction for the parking and recalling vehicles. 4. Landscape and path ways must be impeccable with no sign of debris. 5. Flags must be standardised, visible and clean. 6. The doorman, must be aware of arriving vehicles, and should open the car doors within 10 seconds of arrival by saying, Welcome to the Leela. 7. The GRE must be at the entrance at all times, or prior to guest arrival. 8. The car/main entrance door must always be held open by a doorman. 9. In case of VIP arrivals, an ATG (aarti, tikka, garland) must be done for a warm welcome. 10. Luggage must be tagged and attended to at all times. CHECK IN: 1. The pre-registration card must be filled with all details provided during the reservation process. [Preregistration is a process, implemented prior to registration, in which basic information such as: - Email Address. - Contact No. - Name. - Passport. - VISA - Driving Licence - Credit Card Number] must be filled.
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2. - If the guest is chooses to settle his/her bill by cash then he/she has to pay for the Room Rate + Taxes + Rs. 5000 extra per night.(advance deposit) - If a guest is paying by Credit Card, then a Pre-authorization is taken on credit card including, the Total Room Rate + Taxes + Rs. 5000 extra per night.

[PREAUTHORIZATION: - Preauthorization is a process in which a certain amount is blocked on the guest credit card. The amount includes, the Room Rates including the No. of Stays of guest including the taxes and Rs.5000 per night. The amount which is totaled and obtained is known as Preauthorization Amount. - Minimum Amount: Room Night Charge + Rs.5000 - Maximun Amount: 2,00,000 (2 Lakhs)]

3. The rate, room number, number of nights is appointed. And then the mode of payment is verified. MODES OF PAYMENTS: 1. Cash Payments. 2. Credit Cards. 3. Debit Cards. 4. Travellers Cheque. Requirement of Indian Guest ID during check-in are: 1. Voter ID. 2. Driving License. 3. PAN Card. 4. Military ID. 5. Political ID. Any one of the above is required as an ID proof.

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Requirement of a Foreigner Guest ID during check-in are: 1. Valid Passport. 2. Valid Visa. . CONCIERGE: Luggage handling during arrival: - After the luggage is received, it is brough into the lobby form the main porch. - A tag is then attached to the luggage. - The guest must identify his/her luggage after check in. - The luggage is delivered to the room within 10 minutes, and placed in the luggage rack in the guestroom. - A GRE should escort the guest to guestromm, while the bell boy delivery the luggage. - The bell buy must reconfirm, the luggage with the guest. - The security and airline tag is cut. - The bell boy and GRE must greet the guest before leaving.

CHECK OUT: 1. If the guest is not vacating the room immediately, the actual departure time must be reminded to the guest. 2. While the guest checking out,The front desk must go through all guest transactions carefully and settle the bill. 3.

Luggage handling during departure:

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- The Concierge must attend to guest calls within 10 mins. - The bell boy should attend to the guestroom and ring the bell three times only. - If the opens, the bell boy must inform the guest that his/her luggage will be taken for departure. - The bell boy must hand over a tag to the guest, in which he/she has to fill themselves, with the guest name, room number and the number of luggage. - After the bill settlement, the tag should be taken back for the release of luggage. - After loading the luggage, reconfirm the number with the guest. - Greet the guest for a safe journey.

DUTIES AND RESPONSIBILITIES OF FRONT DESK STAFF: 11. Front Office Manager is the Head of the Department, and looks after the Lobby, Reception Counter and Concierge. 12. He/she insures smooth running of the department. 13. The Assistant Front Office Manager inspects staff reports and duties. - He/she checks various records and arrival lists 14. The Duty Manager deals with guest complaints. - He/she prepares monthly reports and statistics regarding occupancy arrival. - Conducts Briefing Sessions for the Staff. - Checks the Room Status for the day. - Checks the correctness of House Count, VIP list, Pre-registrations and Guest Folios. 5.TheFront Office Associate, reports to the duty manager, receives and welcomes the guest. - Takes check ins - assigns rooms to the guest - provides information. - Blocks Rooms.
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- Hands over the key to the guest and escorts the guest. - Notifies the concern department on arrival and departure. - Provides information to the guest. 6. TheFront office cashier: - Receives payments from guests. - Looks after Safe Deposit Lockers. - Operates and maintains the Register Billing Machine. - Handles credit cards, foreign exchange and travellers cheques, travel agents vouchers, transport vouchers etc.. - Forwards bills to company. - Prepares individual guest bills. 7. The Bell Captain: - Handles the left luggage of the guest and maintains the luggage check. - Maintains records of all the guests with scanty baggage. - Organises and Supervises Check-Ins and Check-Out of luggage information. - Keeps luggage neatly at specified places. - Co-ordinates and helps in distributing newspaper. 8. Bell Boys: - Takes out the baggage from the car. - Escorts guests towards the reception. - Deliversthe baggage to the guest room. - After check out, he ensures that no baggage or any belonging is left in the rooms. - Checks mails and messages for the guest.
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- Handles guest luggage, while the guest fills form. - Does daily distribution of newspapers to guest rooms. - Reports to the Bell Captain.

TRANSPORT: BMW 5 Series - 26 BMW 7 Series - 4

Tariffs/Rates: BMW 5 Series: 8 hrs; 80 kms - Rs.7000 + Taxes. 4 hrs 40 kms- Rs.4000 + Taxes. Extra Hour Rs.700 and Extra Kilometers Rs.70. Tax : 4.13%

BMW 7 Series: 80 kms;- Rs.17000 + Taxes. 4 hrs; 40 kms-Rs. 9000 + Taxes. Extra Hour Rs. 1700 and Extra KilometersRs. 170. Tax : 4.13%

TELEPHONE SERVICE: 1. All incoming call must be a 3 rings with a clear greeting, depending on the time of the day. 2. Confidentiality of guest to caller must be maintained at all times. 3. If calls are put on hold, the background tune or promotional message must appropriate and clear. Calls are put on hold for no longer than15 seconds. In case for longer holds, call backs are offered within 3 minutes. 4. Messages taken personally should be accurate, detailed, sealed in a message form, and delivered to the guest within 10 minutes. 5. Callers are given an option to leave a voice mail, or written message.

ROOM CATEGORIES, CODES, TARIFFS:

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ROOM CATEGORIES

CODES

TARRIFFS SINGLE DOUBLE 20,000 21,000 22,000 23,000 30,000 32,000 35,000 40,000 1,25,000 2,00,000 # 305 & # 315 # 550 #118 & #274 ROOM NO.

Deluxe Room Conservatory Room Royal Premiere Royal Club Executive Suite Royal Club Suite Turret Suite Tower Suite Royal Suite Presidential Suite Handicapped Rooms

D1K;D2T C1K:C2T B1K;B2T A1K;A2T CJ1 CS1 BJ1 BS1 AS1 PRE

19,000 20,000 21,000 22,000

TERMS & CONDITIONS:

Check-in at 14:00 Hrs and Check-out at 12:00 Hrs. Any early check-in or late checkout will be subject to availability and will be charged accordingly. Extra adult INR 1000 plus taxes. No charge for a child between 0-12 yrs, above that INR 1000 plus taxes.. Breakfast will be free of charge for 0-5 yrs. 50% discount for children between 6-12 yrs and full charge for children aged 13 yrs and above.

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 Cancellation/ Amendment / No Show Policy: We respectfully require any cancellations/ amendments 48 hours prior to 14:00 Hrs on the day of arrival to avoid a one night's retention charge. All No Shows will however be liable for a one night's retention charge. The above Tariff is subject to 10% Luxury Tax. Government Taxes are subject to change without prior intimation.

ACCEPTED METHODS OF PAYMENT: - Diners Club. - Visa. - Euro card/Master card. - American Express. - Japan Credit Bureau. - Electronic Cash. - Travellers Check - Billing to Corporate Account.

TYPES OF CREDIT CARDS: 1. AX (American Express). 2. Diners Cards. 3. Debit Cards. 4. VISA Cards. 5. MASTER Cards.

GUESTROOMS: Every room and suite at The Leela Palace KempinskiBangalore, mirrors the royal resplendence befitting a business hotel created for the emperors of the IT world.
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Chosen from a wide array of rooms and suites, each one of which makes a visit to Indias IT capital that much more memorable. Bringing Bangalore luxury hotels to new heights, The Leela Palace Kempinski Bangalore, provides a truly exceptional experience, worthwhile living for.

DELUXE ROOM:

Dotting the first 3 floors of The Leela Palace Kempinski Bangalore, each one of these tastefully appointed rooms is equipped with a work desk, high-speed internet access. Sprawling is the first word that comes to mind when describing the Deluxe Suite at The Leela Palace Kempinski Bangalore. Its almost 2500 feet of space is lavishly. CONSERVATORY ROOM:

Each one of Conservatory Rooms at The Leela Palace Kempinski Bangalore has a balcony that affords a breath taking view of the verdant gardens and misty waterfalls. ROYAL PREMIERE ROOMS:

Elegant living spaces combining traditional Indian elements with contemporary design.
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Indulge in the blissful comforts, elegance and style when you choose to stay in one of our premiere rooms which is spread over 700 tastefully-appointed feet.

THE ROYAL CLUB: Exclusive facilities and services including personalised butlers, private dining, Champagne Room and Cigar Lounge access. Even Meeting Rooms are located at the Royal Club Floors. The floors include the 5th and the 6th floor.

The theme of Indian opulence is carried through a variety of suites and rooms all offering different interpretations on a theme of graceful elegance. The aesthetics are rich, warm and soothing. The effect is stunning and sumptuous.

Built to showcase our vision of a hotel within a hotel, The Club at every Leela Hotel is actually the epitome of a luxury hotel within a luxury hotel. And The Leela Palace Kempinski Bangalore is no exception to that rule. Occupying pride of place on the 5th floor of The Leela Palace Kempinski Bangalore, the Club here is called the Royal Club. And this is where luxury comes as a standard fitting in every one of its fifty three guestrooms and seven suites. But perhaps the most stellar feature is the Royal Club restaurant, the perfect blend of privacy and quality. Start the day with a proper English breakfast in the morning. A traditional mealtime selection would include classics from the Continent include; Caviar, Fioe-Gras, White Asparagus,

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Truffles, Escargot, Tournedos Rossini, French Farmhouse Cheese and authentic French Wines. While romantic evenings are enlivened by the pleasant tinkling of our resident pianist.

The bar also boasts labels rarely seen in the country along with specialty French coffee and fine teas. A floor above and the elegantly fitted Cigar Room await your arrival. Surrender to the aroma of Havana as vintage jazz and blues plead you to surrender and indulge in a prized collection of exquisite wines, rare brandies, vintage rums, and fine aged malts. For the more sportily inclined, we have the Billiards and Sports Lounge where you can snooker a business rival. And for those looking for something a tad more epicurean, we have the Champagne Lounge. Suffice to say, the name says it all. The Royal Club is manned by impeccably trained staff that are as well-trained as they are discreet. Experience the Royal Club at this 5 star business hotel in Bangalore with The Leela Palace Kempinski Bangalore and you'll know where the royal come to feel pampered.

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THE ROYAL SUITE: Live and entertain in privacy and regal flair in 2,500 square feet of lavish living space. Living room, dining room for eight and the palatial bedroom each have their own oversized balcony. Two separate bathrooms, pantry and 24-hour butler service make this suite highly functional For meeting, working and relaxing. In summary: style, status and service.

MAHARAJA SUITE: Nestled on the 5th floor of The Leela Palace Kempinski Bangalore, the Presidential Suite certainly lives up to its name. Rivalling Bangalore bungalows in its size. Designed and built to meet the specific requirements of business, political and global leaders, the suite offers unrivalled security, ultra luxury and a range of options. The suite includes 3,500 square feet of living space, a separate dining room and optional guest room. The style is truly palatial in every detail with massive bath, steam cubicle and Jacuzzi for example. 24-hour service and purpose build security both in the suite and the approach Corridor.

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THE TURRET SUITE: The Turret Suites are ideal for extended stays with apartment style layouts and 24-hour butler service. Separate living rooms, a guest room, powder room, pantry, walk-in closets, attached bath and large private balcony.

RESERVATIONS: This is a section of the front office, which is the hub of the department request for reservation form of the room form various sources and the information processed, properly documented, stores and retrieves at the appropriate time induce a guest his room upon arrival..

MODE OF RESERVATION: email GDS Through travel agents In Person

REPORTS GENERATED: - Occupancy Report.

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- Early Departure Report. - High Balance Report. - VIP Arrival Report. - Incident Report/Glitch. - Snapshot. - Daily Briefing Sheet. - Room Category Analysis Report

NIGHT REPORTS: - Trial Balance Report. - Reservation Report. - Reservation Cancellation Report. - Arrivals & Check-ins. - Rooms Upgrade Report. - Manager Flash report. - Reservations Report. - Allowance Report.

C FORM: A form which is utilised for security purposes, which is sent to the police station at the time of check out, for verifying passport details.

ROOM CHANGE PROCEDURE: This procedure is performed only by the Duty Manager. 1. After a guest ask for a room change, the bell boy is sent to the room for shifting of luggage. 2. The changed room is updated on the system.

REGISTRATION CARD:

CONTENTS:

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- Registration Number. - Mr/Mrs/Ms. - Number of visits - Name - Purpose of visit - Company - Travel Agent - Arrival Form - Permanent Address - Next Destination. - Date of Birth - Email - Tel No. - Nationality - Passport No. - Place of Issue - Arrival Date & Time - Departure Date & Time - Visa No. - Visa POI (Place of Issue) - Visa DOI (Date of Issue) - Visa Expiry Date - Date of Arrival in India - Mode of Payment - Membership Details - Proposed Duration - Certification of Registration - Billing Instruction - Room Rate - Room Type - No. Adults/Child
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- Room No. - Agreement of Stay & Payment - Signature of Stay & Payment - Signature of Cashier - Signature of Duty Manager - Signature of Guest

RATES APPLIED & AUTHORISATION: RECREATION:

Swimming Pool:Rs.500+tax/Rs.100+tax

- Annual Membership (Couple/2persons):Rs5,000 (Family): 65,000 - Monthly Membership: Rs.7,000

Spa:

- Annual Membership: (1 Member) Single: 1,20,000 (2 Member)Double: 2,00,000 Family: 2,80,000 Corporate: 1,20,000 - Monthly Membership: (1 Member)Single: 9,750 (2 Member)Double: 16,500

DAILY RATE FACILITIES:

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Gym: Rs.1000+tax Pool: Rs.500+tax Children Under 5 years:No Charge. Children 5 to 10 years:Rs.500+tax Children above 10 years: Rs. 1000+tax

BUSINESS CENTRE: The hotel has 24-hour business centre facility. It extends a vital communications link for the business traveller. The business centre provides full Secretarial Support, Word Processing, Telefax, Photocopying and information on Local Commerce, Trade, Banking, Internet and Finance, Translation services, Pre-arranged Personal computers, Cellular Phones, Modems, Laptops and Private Workstations are available.

Facilities Offered: Internet with 4Mbps Speed. Photocopy (Colour and Black n White). Printouts (Colour and Black n White). Fax. Lamination. Binding. International Courier Facility. Scanning. Meeting Rooms:

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 Meeting Room 1: Meeting Room 2: Meeting Room 3: Meeting Room 4:

8 Seats. 8 Seats. 6 Seats. 4 Seats.

Amenities and Services provided by the Business Centre: Big Writing Board. Marker. Leela Logo File. Note Book. Pencil./Stationaries. Water Bottle.

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HOUSEKEEPING

The housekeeping department is considered to be the backbone of any establishment. It basically deals with the cleanliness and the upkeep of the entire hotel. The Leela Palace has 357 rooms, with 80 rooms on each floor.

HIERARCHY:
Executive Housekeeper

Deputy Housekeeping Manager

Assistant Housekeeping Manager

Housekeeping Supervisors

Room Attendants

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Contract Staff

Trainees

AREAS IN THE HOUSEKEEPING DEPARTMENT: 4. Uniform Room 5. Flower Room 6. Chemical Room 7. Linen Room 8. Amenity Room

AREAS IN WHICH HOUSEKEEPING IS RESPONSIBLE FOR:

1. Public Areas: Main Lobby: - Flower Arrangements. - Glass Cleaning. - Dusting. - Vacuuming.

Leela Galleria:

- Flower Arrangements. - Dusting.

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- Vacuuming.

Main Porch:

- Flower Arrangements.

Public Restrooms:

- Vanity Counter. - Replacement of tissues. - Filling fragrance dispensers. - Replacement of dispenser candle. - W/C Cleaning. - Replacement of Toilet Roles.

Floor Corridors:

- Dusting. - Skirting. - Vacuuming.

Elevator:

- Mirrors. - Outer Door.

Swimming Pool.

Exercise Rooms. Dining Rooms. Banquets. Meeting Rooms.

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Rooms:

- Bed Making. - Bathrooms. - Balcony. - Furniture.

BRANDS USED BASED ON THE ROOMS: Deluxe Rooms: Kempinksi. Royal Club Suites, Premier Rooms, Executive Suites: Quercus. Royal Suites, Presidential Suite: Bvlgari.

DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING PERSONALS: Executive Housekeeper: 1. Responsible for all the work and staff in his department. He is also responsible for the smooth operation of the department. 2. He has to organize his work and people efficiently. 3. He must have a good technical knowledge. 4. He should keep up to date with latest developments in the industry and check constantly to standards of the house keeping department. 5. Train, control and supervise all staff attached to the department. Deputy Housekeeper : 1. Plays a roll as Executive Housekeeper in the his/her absence. 2. Checks reports, registers, stocks and inspects the rooms. 3. Meet major guest request and complaints. 4. Looks upon the Linen room.

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Assistant Housekeeper: 1. Conducts daily briefing. 2. Acts as a head in absence of deputy house keeper. 3. Reports to the Deputy Housekeeper. 4. Prepares duty roasters in co-ordination with executives. 5. Responsible for the status of the rooms. Housekeeping Supervisors: 1. Takes care of the guest floors, and the daily flow of work. 2. After signing in the register every supervisor takes on the different jobs assigned to them as per the roaster which includes: i)placement of housekeeping attendants, key register, desk register, turnout checking of attendants. ii) Reporting to the assigned floor after signing in for key, pager and checking up log for any instructions or messages. iii) Maintaining the minibar register as well as the housekeeping register. Room Attendants: 4. They clean and service guest rooms and bathrooms. 5. On average, to clean 23 rooms per shift. 6. To clean each room at the time limit of approximately 25 minutes. 7. To clean the corridors and the back areas connected with the floor.

WORK FLOW: Morning Shift: 1. Vacant rooms.

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2. Occupied rooms. 3. Departure rooms.

Morning service: There are 4 room attendants with 2 trainees on each floor during morning service. Each room attendant does a total of about 20 to 24 rooms during his entire shift. He/she is responsible for occupied as well as departure rooms. The other room attendant is a supervisor who is responsible for the entire floor. Morning Shift is also responsible for doing turndown service. Procedure for entering a guest room:

Knock on the door three times. AnnounceHousekeeping. If no one answers, wait for one minute and then open the door with the key card. After entering, announce housekeeping once again, to make sure the guest is not present in the guestroom.

And then proceed with the following work.

Procedure for cleaning a guest room: 6. Open the door, open the curtains and raise the blinds. 7. Keep the remote,the laundry bag and the slippers in their designated areas. BED MAKING: ITEMS REQUIRED: - 1 Bed Sheet. - 4 Pillow Covers. - 4 Pillows. - 1 Comforter. - 1 Duvet Cover.
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- 1 Duvet.

8. Strip the bed, collect the soiled linen and put it into the linen hamper on the trolley. 9. Change the pillow covers, and replaces the new one. 10. Put the comforter on the mattress. 11. Cover the mattress with the comforter on it with a bead sheet. 12. Fold the corners into a pocket fold. 13. For putting the duvet into the cover, invert the cover with the wrong side outwards. 14. Put the corner of the duvet, on the outer side of the cover, hold the bottom of the duvet neatly along with the cover firmly, and slowly role the cover with the duvet outwards till the end. 15. Put the ends of the cover out with the duvet in it, when the duvet goes into the cover. 16. The closed end of the duvet cover faces downwards, and the open end faces upwards, under the pillows. The pillows must be placed vertically, 2 pillow on each side. 17. Make a neat diamond shape on the lower ends of the duvet cover. 18. Put the runner at the lower end of the bed. 19. Start cleaning the bathroom during the meantime. 20. Meanwhile dust the room; wipe the minibar cabinet, coffee table and the bed side tables. 21. Wipe clean the glass mirror and the shaving mirror.Vacuum and clean the entire room. 22. Replenish the used supplies in the room. Place fresh towels and the bath mat in the bathroom. 23. Spay the room freshener Good Sense a (Johnson Diversey Product) in the room.

Turndown Service:

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Two room attendants are responsible for the entire floor during turndown service. The turndown service begins at 16:00 Hrs. and should end before 21:00 Hrs.

Procedure for turndown service: 24. Remove the runner and the decorative pillows from the bed, and put them in the at the top of the wardrobe. 25. Fold the top of the duvet twice, to make it more convenient for the guest. 26. Switch on the night lamps on either sides of the bedside table. 27. Lower the blinds and the close the curtains. 28. Place the laundry tray with the laundry list having dry cleaning bag, pressing bags, pillow menu, breakfast card and the goodnight card on the left corner of the bed. 29. Place the T.V. remote on the left bedside table. 30. Place the guest comment card on the bedside table. 31. Place a fresh foot mat from the bathroom vanity shelf into the left side of the bed, with the slippers placed on it. 32. Replace the bathroom foot mat with a fresh one. 33. Switch on the night lamp in the bathroom. 34. Check the room properly. 35. Remove the key card and leave the room.

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AMENITIES IN THE ROOM: 1. Electric Water/Coffee/TeaHeater. 2. Well stocked mini bar. 3. LEELA World Wide Service Directory. 4. Letter Heads - 3nos. 5. Fax papers - 3nos. 8. Picture Postcard - 2nos. COMPLEMENTARY ROOM AMENITIES: 9. Tea / Coffee Setup. 10. Mineral Water Bottles (2 Bottles)

BATHROOM AMENITIES:

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3. Face Towel 3nos. 4. Dental Kit 1no. 5. Shaving Kit 1no. 6. Hair Dryer 1. 7. Bathrobe 1. 8. Cotton Wool 2. 9. Kempinksi Soap - 1no. 10. Body Lotion - 1no. 11. Emery Board - 1no. 12. Comb - 1no. 13. Shower Cap - 1no. 14. Loafah - 1no. 15. Band Aid - 2nos. 16. Ear Bud - 2nos. 17. Tissue Box - 2nos. 18. Hand Towel 2. 19. Bath Towel 2. 20. Hair Conditioner - 1no. 21. Bath Gel - 1no. 22. Hair Shampoo - 1no. 23. Tissue Roll - 1 roll. 24. Disposable Bag - 2nos.

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PILLOW MENU: Pillow Menu has different types of pillows that are offered to the guest as per guest choice for which the guest is charged. Types of Pillows are follows: - Spelt Pillow. - Neck Supporting Pillow. - Horse Hair Pillow. - Non Allergy Bloster. - Down Special Pillow. - Smoker Pillow. - Standard Pillow. - Super Soft Pillow. - Chimera Pillow. - Firm Pillow.

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- Contour Pillow. - Slim Pillow.

BLISS: BRAND LEELA INTEGRATED SERVICE STANDARDS: - Number of rooms cleaned per shift: 20 to 24. - Time limit for cleaning each room: 25 minutes approx. - Turndown service is done after: 16:00pm and before 21:00pm.

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FOOD AND BEVERAGE PRODUCTION

HIERARCHY

Executive Chef

Corporate Indian Chef; Corporate Pastry Chef

Executive Sous Chef

Pastry Chef

Sous Chef

Jr. Sous Chef

Chef De Partie

Kitchen Executive Trainee

Commis/ Trainees

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KITCHENS: Main Kitchen

8. Indian Kitchen - Tandoor - North Indian Kitchen - South Indian Kitchen

Tandoor Section : The Tandoor Section in the hotel was responsible for preparing Indian Breads such as - Tandoori Roti. - Kulchas. - Naans. - Parathas. - RumaliRotis.

Vegetarian Items: - PaneerTikka. - PaneerMalaiTikka - PaneerKathi Roll - Veg Kathi Roll

Non Vegetarian Items: - Ghost Shammi Kebab - Ghilafi Seek Kebab. - Chicken Tikka Kebab. - MurghZaffraniTikka. - Chicken Kathi Roll.
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The heat for a tandoor was traditionally generated by a charcoal or wood fire, burning within the tandoor itself, thus exposing the food to live-fire, radiant heat cooking, and hotair, Convection cooking, and smoking by the fat and food juices that drip on to the charcoal. If the temperature of the tandoor is too high, you reduce the temperature by taking taking a wet cloth which is dipped in salt water and just rotate the cloth in the tandoor, this helps the tandoor to reduce the temperature. Temperature for cooking tandoor items: 300 to 400 Degree C.

North Indian Section: The Indian kitchen is referred to as the main kitchen. The North Indian Section prepares buffet food for Citrus and also takes care of the la carte orders from its own Citrus Outlet and the Private Dining. The Breakfast, Lunch and Sea Food Dinner Buffets are based on Cyclic Menus which are changed after specific period of time in a weeks period. The chefs prepare Breakfast, Lunch buffet mis-en-place a day prior. Important Preparations: - Makhni Gravy. - Yellow Gravy. - White Gravy. - Onion Tomato Masala. Equipments Used: - Grinders. - Cooking Ranges. - Hot Plate. - Walk In. - Deep Freezer. - Grater. - Pulveriser.
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Dry Food Storage & Brands: Ruba Traders A local Supplier for dry food items such as cereals, pulses, millets, jaggery, cashews, almonds, raisins etc. Nilore Rice Local Rice. LaalQuila Basmati Rice.

Masala: Brand: MDH - DeggiMirch. - Chaat Masala. - Chana Masala. - Sambar Masala. Brand: Shakti Traders (Local Brand) - Turmeric Powder. - Coriander Powder. - Cumin Powder. - Dry Mango Powder. - Annapurna Salt.

South Indian Section : The working of south Indian kitchen is similar to north Indian kitchen. They also prepare mis en place for the a day prior. The mis en place includes preparing chutneys for dosas and idlis, cutting and chopping of vegetables, soaking of rice and urad dal for dosasand idlis
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batter. Plate presentation for South Indian Section has banana leaf layed on the plates on which the food is served. They serve food to restaurant and in room dining. They are also responsible for taking ala carte orders from the other outlets. Equipments used: - Steamer. - Ranges. - Hotplates. - Bain Marie. - Pulveriser.

9. Continental Kitchen

European cuisine, or alternatively Western cuisine, is a generalized term collectively referring to the cuisines of Europe and other Western countries.When used by Westerners, the term may sometimes refer more specifically to cuisine in Europe or continental, in this context, a synonym is Continental cuisine, especially in British English. Continental Section sets up breakfast buffet of dishes including chicken sausages, grilled tomato, pancakes and syrups, hash browns and French Toasts.They also take a la carte order from the other outlets. This section follows up the orders of citrus. They also provide soups, snack etc. to the banquet kitchen.

10. Asian Kitchen This kitchen is responsible for preparing Thai, Korean,Japanese, and Chinese for all the food and beverage outlets. Most of the ingredients are imported.

11. Garde Manger

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Garde Manger prepares cold foods such as salads. Different varieties of salads are prepared in the Garde Manger. These salads prepared are sent to the Lunch Buffet. Different types of cheeses are used in Garde Manger.

Cheeses used: - Feta. - Camembert. - Parmesan. - Cheddar. - Blue Cheese. - Adam Ball. - Mozzarella. Responsible for all the salads, breakfasts and hors doeuvre for the buffets, banquets, barbeques and room service. Walk in Temperature 4 degree C.

12. Banquet Kitchen The Banquet Kitchen in located at the Banquet Level. Unlike the other kitchens it is located at the back which is not visible to the guests. The Banquet kitchen Caters mainly to the banquet parties. It is the largest kitchen in the hotel with modern equipments. The Banquet Kitchen is also divided into sections such as: - Halwai. - North Indian. - South Indian. - Garde Manger.
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- Tandoor. The kitchen in the west wing prepares Indian sweets, snacks and Indian salads. The kitchen in the north wing is responsible for preparing dishes such as gravies, tandoori item and items and biryani. The

banquet kitchen is looked after by the chef de banquet, who is responsible for organizing the service, co-ordination with the chef de party. The banquet kitchen has to have a good coordination with all the other kitchens. Equipments Used: High Flame Gas Ranges. Walk Ins. Deep Freeze. Work Tables. Dough Mixer. Salad Mixing Bowls. Steamers. Hot Plate. Warmers. Pulveriser. Coconut Grating Machine.

Walk in temperature 5 degree C.

13. Butchery Butchery is responsible for providing various meat cuts to the kitchen as and when they require. All the meat cuts are stored in the deep freeze. The temperature of the deep freeze is around 11 degrees celcius. The temperature of a cold room or a walk-in is 6 to7 degrees celcius.

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The butchery or the meat fabrication department constitutes a very major section of the kitchen department, mostly the restaurants thrive on non-vegetarian dishes and the butchery is solely responsible to dispatch the different kinds of cuts. It is situated at the basement level which facilitates its co-ordination with the stores. The various meats etc.

Cuts of meat: Equipments Used: Chicken Curry Cuts. chickentikka cuts. chicken breasts cubes. fish cubes. fish fillets. squid rings etc..

- Chopping Boards as per colour codes. - Deep Freezer. - Weighing Scale. - Bone Cutting machine. - Meat Mincing Machine.
Equipments Used: Chopping Boards used: Green Leafy Vegetables. Red Meat.
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Chopping Boards as per colour codes. Deep Freezer. Weighing Scale. Bone Cutting machine. Meat Mincing Machine.

Blue Sea Food. White Breads.

Shift Timings: Morning Shift - 07:00 TO 07:00 Hrs. Afternoon Shift - 14:00 TO 23:00 Hrs. Break Shift - 07:00 TO 12:00 Hrs& 16:30 TO 23:00 Hrs. Evening Shift - 16:00 TO 01:00 Hrs. Night Shift - 21:00 TO 10:00 Hrs.

LAYOUT OF THE MAIN KITCHEN:

4 1 7

5 9

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1. Grinders. 2. Refrigerator. 3. Freezer. 4. Continental. 5. Tandoor Section. 6. Walk In. 7. South Indian Section. 8. North Indian Section. 9. Chinese Kitchen. 10. Wash Area.
6

Bakery : The bakery in the hotel is located at the basement level next to the cafeteria. In bakery there is pastry section and chocolate section. The Bakery operational for 24 Hrs. The shift timings are as follows: Morning Shift - 07:00 TO 07:00 Hrs. Afternoon Shift - 12:00 TO 01:00 Hrs.
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Night Shift - 20:00 TO 07:00 Hrs.

The bakery is responsible for following : Supply breakfast items as per the menu rotation. Prepare breads for the buffet. Supply cookies and chocolates to the room service. Supply the room amenities as per request by front office. Supplies desserts for the buffet. Prepares Cakes and Pastries for the buffet.

They also take cake orders for guests and private dining guests. Chocolate Models are prepared in the chocolate room for display in banquets functions.

BAKERY:
Equipment and Machineries used: 1. Deck Oven:For baking of breads and Cakes Brand: HOBART. 2. Rotary Oven:For baking of cookies. Brand: HOBART. 3. Planetary Mixers:Used for mixing and preparation of bread dough, cookie dough and crumbles. 4. Dough Sheeter. (5nos.): Used for lamination of pastry dough, cream horns, veg puffs Danish pastries, cookies and scones. 5. Work Tables. 6. Microwave Oven.
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7. Trolleys for storing Raw Materials. 8. Walk In 9. Deep Freezer. 10. One Cooking Range. 11. Prooving Chamber: Used for proving of the moulded doughs. 12. Weighing Scale. 13. Dough Divider.

LAYOUT:

8 13

14 11 2 9 10

1. & 2. Bakery Work Tables. 3. Prooving Chamber.

15 Oven. 4. Deck 5

5. Rotary Oven. 6. Weighing Scale. 7. Wash Area.

12 6

8. Equipments. (Planetary Mixers, Dough Divider, Chocolate Crushing Machine) 9.& 10.Pastry Work Tables. 11. Dough Sheeter. 12. Refrigerator. 13. Deep Freeze.
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14. Walk In. 15. Chocolate Room.

WORK FLOW:
Morning shift: Take the handover from the night shift. Supply breakfast menu rotation. Prepare a la carte orders. Prepare and garnish desserts for the lunch. Pick up stores. Bake sponge sheets. Write requisitions for the next day. Prepare croissant dough. Evening shift: Take the hand over from the morning shift and organise the area. Prepare breads for the dinner buffet. Prepare cookies. Mis-en place for desserts for the dinner. Night shift:

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Takes the handover from the evening shift. Preparecakes, pastry rolls etc. for bakery counter. Prepare dessert for the banquet functions. Prepare bakery items for morning breakfast buffet.

PRODUCTS USED: Chocolate brand used: Canned foods Bands: Morton(leech, peaches, olives, cherries, mango pulp, blueberry, peach and apple compote, pineapples) Morde(dark, milk and white) calibaut

Dairy products: Rich whipped Cream:Amul. Fresh cream: Nandini. Butter Nandini. Processed Cheese: Amul. Cream Cheese: Philadelphia

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FOOD AND BEVERAGE SERVICES

INTRODUCTION:
The food and beverage department is one of the most important departments of the hotel in view of its revenue collection. This is also a department, where the staffs come into contract with the guests. The food and beverage service department of the hotel is the most labour intensive. 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 Manager and assisted by the assistant F&B Managers and the various restaurant and banquet managers. The teams goal is to provide quality products and services on 24-hour basis. Duties so the food and beverage manager The food and beverage manager is responsible or the efficient operations of all the outlets of the hotel, which is the private dining, 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 step, cash control and guest services. Its need to keeps an eye on the new trends food and beverage merchandising, cost control factors on food and beverage manager and highly skilled chef. Constant supervision of products, employees, and supervision of services is required to ensure a fair return on investment. He is also responsible for holding regular meetings with section heads to ensure all the areas are working effectively and are well co-ordinate.

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RESTAURANT
They are the major outlets of food and beverage service. Restaurant can be of a particular theme. It is equipped with all the silver ware cutlery, crockery, glassware and necessary items for the proper service of food and beverage.

A COVER
It is the space allotted on a table for one person including the space, which may be taken, by the cutlery, crockery, glassware and linen. Each covers approximately 24 18.

The different types of covers are: A la carte It consists of a side plate and knife, fish knife and fork, water goblet, cruet set bud vase, ashtray. Table d hote It consists of a side plate and knife fish knife and fork, soupspoon, joint knife and for, water goblet, cruet set, dessert knife and fork.

OUTLETS:

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CITRUS

True to its name, Citrus is the refreshing brassiere at The Leela Palace Kempinski Bangalore. Open around-the-clock, this is where you savour the range of food that makes Citrus unique

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in the culinary circuit of the city the freshest salads, perfects pastas and risottos and freshlymade pizzas in our own wood-fired oven! For the new-age traveller, who likes to experiment, we have a range of pan-Asian, international and India cuisines that will leave you deliciously confused. The thirsty traveller can linger over a wide selection of beans and blends, fruity iced teas and of course, Daiquiris. We also have an impressive collection of new world wines, which are best enjoyed along with some world music, courtesy our DJ. But perhaps the piece- de resistance at Citrus is the open kitchen, where you can watch our chefs whip their divine delights, live. And dont forget to drop in for the very popular prixefixe Brunch on Sunday. COVERS 210

JAMAVAR

CONCEPT: THE INDIAN RESTAURANT

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Our homage to the ancient arts of India, Jamavar is the Indian speciality restaurant at The Leela Palace Kempinski Bangalore. Journey with our master chefs as they take you on a culinary voyage spanning the length of India. Representing the north are succulent kebabs and fragrant biryanis while the southern cuisines are spoken for by some delectable curries. The entire experience is perfectly complemented by the finest choice in single malts, liqueurs and Cognac. While reminders of royalty, like the bespoke silver cutlery and the flower laden urli in the centre of your table, will invigorate your senses, much like the Indian classical music wafting around. Jamavar means the Kashimiri term used for a special kind of weave. Carpets are weaved out of this weave. COVERS 110

ZEN:

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CONCEPT: THE PAN-ASIAN RESTAURANT As the name would suggest, Zen is the pan-Asian restaurant at The Leela Palace Kempinski Bangalore. And bliss from the Orient is what awaits the culinary traveller. Sample Japanese, Thai, Korean, Singaporean and Balinese delights. And if eating at counters catches your fancy, weve spoilt you for choice Sushi, Teppanyaki, Yakitori, Korean barbeque and a noodle bar. And theyre perfectly complemented by a wide choice of drinks, including Japanese Sake and Korean Soju. And if you like to eat to your hearts content, youve come to the right place. Dim Sum, Cantonese for order to your hearts content, is our lunch speciality. ZEN means DHYANA or to CONTEMPLATE. COVERS - 176

LIBRARY BAR

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In a well-read city, a library seems an obvious choice as inspiration. Welcome to the Library Bar at The Leela Palace Kempinski Bangalore. A throwback to the times of the Raj, this old English lounge is for gentlemen who want to sit amidst dark wood and leather interiors and unwind to their favoured tipple. While thumbing through one of our collectors item books, preferably. The library bar has the collection of the best sold Red and White wines. Clister the costliest champagne is a craze amongst the foreign travellers. Daiquiri and Martini cocktails have won the TIMES AWARD for Library Bar from 3 consecutive years. A wide range of cigar is also available for the guest at the Library Bar. COVERS 110

BANQUETS
THE GRAND BALL ROOM: The Grand ballroom is the largest pillar- free room with a regal ambience in the city. It accommodates up to 550 guests for a conference and 600 guests for a reception. Has a carpeted and marbled pre function area designated for the gathering of large numbers.

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THE ROYAL BALL ROOM:

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The Royal Ballroom is exquisitely designed room of 2200square feet of space with facilities of huge finely intricate wooden doors allowing free access to the room from the pre function area for up to 150 guests for a conference or 200 guests for a reception.

JOB SPECIFICATIONS: Restaurant manager: He takes care of the restaurant, handles his staff, prepares duty charts and ensures smooth functioning of the restaurant. Captains: They are the people, who are responsible for the functioning of restaurant in an organized way. - The captain is responsible for the overall supervision and organization of the f & b service operations. He has to ensure smooth functioning of the same. - He/she has to take the orders, supervise that the orders come in time and that the product (food or beverage) is to the guests liking. - He/she has to ensure that billing is carried out accurately and efficiently. - He/she has to handle complaints and bring it to the notice of the manager. - He/she responsible for the discipline and training of the stewards. - Each of the captains are responsible to take care of their specific assignment namely stewarding, stationery, linen, maintenance, guest history, staffing etc.. - He/she is answerable to the manager.

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Hostess: - The hostess has to work for the lunch session from 12.30 pm to 04.00 pm and for dinner session form 06.30pm to 11.00pm. - Responsible for accepting reservations and keeping the reservation diary updated. - Solely responsible for updating the guest ledger and keying the same into the computer. - Go through the guest ledger on a daily basis and send greeting cards to the guest on their birthdays and anniversaries. - Responsible for keeping the front desk and front desk trolley clean. - Responsible for taking care of the menu cards and bill folders. - She has to preferably resent the liquor card and take the drink orders. - Main responsibilities to carry out guest relations in the restaurant. - Handle complaints and ensure recovery of complaints. - Accountable to the captain and the manager of the restaurant. Stewards: They do

the actual service of food and beverage for a guest. They should be well groomed at all times and should have a complete knowledge of the products along with the ability to sell the product to a potential customer. - He/she has to report to work on time and should be well groomed. - He/she has the overall responsibility of the section allocated to him. - To have a good knowledge of food and beverage and it correct service. - Responsible for the timely pick up of food and beverages from the kitchen and dispense bar respectively.

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- Responsibility for the mis-en-scene, which includes stacking of the side, boards, laying of the tables, setting of the buffet and other related jobs. - Responsible forth especial assignment allotted to him. - Takes orders and instruction from the captain and is answerable to the manager of the restaurant.

ROOM SERVICE/PRIVATE DINING:

- 24 hrs, service. - Food is prepared in the main kitchen. - The functions carried out by the room service staff. Order Taking: The room service order taker is one who takes down the order of the guest and hands it over to the captain. The order is then entered into the POS system, with the room number, name of the guest, waiter name, and time of the order. The waiter who handles 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 ready, the steward arranges the food in the trolley and takes it to the respective room. Once the food is served to the guest, the steward must take the signature of the guest on the bill and the amount will directly be posted to his account. The steward depending on the order has to also take care of the clearance minimum of twenty minutes for coffee and tea clearance and four lunch or dinner a minimum of thirty minutes must be maintained.

THE FLOW CHART OF SEQUENCE OF SERVICE IN ROOM SERVICE

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1. Guest orders from the room by phone. 2. The Order taker receives the order. 3. The room number of guest indicated on the console. 4. The RSOT (Room Service Order Taker) writes the order on the Order Takers Control, Chart. 5. Enters the order into the computer and gets the printed KOT in four copies: - Private Dining Copy - Front Office Copy - Guest Copy - Kitchen copy.

6. The RSOT (Room Service Order Taker) passes the order to the captain at the control desk. 7. The Captain checks steward card, and hands over the order to the steward. He/she enters time in the room service master control chart and retains one copy. 8. The Steward gets his/her, tray/trolley ready. 9. He/she picks up the order from the kitchen, picks up the first copy enters the time in the steward card before he/she delivers, and leaves for room service. 10. The steward serves the order in the room and enters the delivery time on his card, checks with the guest regarding clearance of trays. He/she then returns to the department for further orders.

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11. When the steward goes for clearance, he/she enters the clearance time on the card, and the captain enters the clearance time on the control.

MINI BAR:
The replenishment and placement of the mini bar is done every day during the morning shift. There is a constant check on all the items placed in the mini bar. Any consumed items are ticked off on the mini bar sheet checked by the guest and the bill is sent to the front office cashier for posting. ITEMS KEPT IN MINI BAR: Jacobs Creek Belvedere. Beers: Kingfisher. Corona. Snacks: Tyrells Handcrafted English Crisps. Nut king tin. Other Beverages: Diet Coke. Evian. Perrier. Bisleri.

THE TURN DOWN SERVICE:

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- Placement of the fruit platter in each room. - Cookies and chocolates on the side of the table (depending on the status of private dining)

ALLIED DEPARTMENTS
ACCOUNTS &FINANCE

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Any industry which establishes itself for purchase of profits must have a very good and efficient accounting process for the efficient summary of the money inflow and outflow. This department only decides profits.

The main functions performed by the accounting department are as follows : 1. 2. 3. To credit all the cheques which is not held by cash and to sort them separately. To prepare the bills and cheques for each of the outlets and other service areas. To sort out each cheque for each room guest and check them. The cash to be collected when the guest departs. 4. 5. 6. 7. 8. To collect cash for all the cheques. To prepare a cash slip or pay slip for the staff and issue cheques. To credit the day to day sales summary. To balance daily accounts. To prepare the balance sheet for the year to prepare the profit and loss account for the year. 9. 10. 11. To pay salaries to the staff after checking records. To make payment to suppliers. To keep the credit and debit balances of the hotel up-to-date. To prepare cash flow and fund flow statement for the year. 12. Checks all the daily cash transactions from all the outlets i.e. restaurant, front office etc. and in case of any contacts the department for explanations.
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13. 14.

Approves the credit limit to guests companies etc. Prepare the management report and cost sheet at the end of the financial year and send the reports to share holders and board of directors.

PURCHES AND STORS

ORGANIZATIONAL CHART OF PURCHASE DEPARTMENT

PURCHASE Purchasing can be defined as a function concerned with the search, selection, purchase, receipt, storage and final use of commodity. It is done in accordance with catering, otherwise it creates problems, which often results in unsatisfactory levels of profit and costs for the establishment and dissatisfied customers. With no specification for commodities, there would neither be quality standards nor quantity standards, resulting in ordering or under ordering as yield of tons would be undetermined.

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THE PURCHASING PROCEDURE 1. 2. Purchase order is made in triplicate by store proper and sent to chef for approval. Chef goes through the purchase order and after approving it, he forwards it to purchase manager. 3. 4. 5. Purchase manager calls select suppliers according to the nature of food items. Purchase order is forwarded to receiving. When goods order comes, the supplier brings it to the hotel along with the invoice in duplicate. 6. 7. 8. 9. 10. After checking the receiving, store officer puts stamp of received on invoice. Chef and purchase manager checks the quantity and quality. Invoice is a counter sign by chef after checking. Invoice is then forwarded to store officer for raising local purchase order. Store officer after raising local purchaser order forwards it to receiving where the receiving officer attaches the copy of invoice and gives it to supplier. 11. 12. Second copy of invoice is send to accounts for payment. All the details of food i.e. type, quantity, quality is summarized in food sheet.

RECEIVING AND STORAGE OF FOOD

Receiving: Once the food materials 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 food is not damaged or discharged because of careless handling, spillage, cross contamination and to be followed by those involved in the receipt of goods. Also deliveries of various orders come at different times and each category of food requires separate treatment before it is accepted for storage.

DELIVERY PROCEDURE 1. 2. The supplier gets an order in writing stating the date on which supplies are required. He passes it on to the Stores department or Purchasing Manager (depending on his

perish ability of the food). The order is then noted to be kept ready for delivery on the specified date. 3. It is transported to the buyer's stores for receiving.

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4.

The goods are delivered with two copies of the delivery note, one signed by the buyer

& returned to supplier in confirmation of having received the goods, the second is retained by the buyer for counter checking the bill or invoice when it is received from the supplier for payment

RECEIVING PROCEDURE 1. The delivery note is checked with a copy of the order placed and tags for different

items are attached according to the specified item. 2. Counts, weights or volume are checked to tally with the amounts of various items on

the delivery note. 3. The quality of all ingredients is checked with the specification given to the supplier.

Any unacceptable items should be returned with the person bringing the delivery. 4. Any discrepancies noticed should be indicated on the copy of the delivery note signed

to be modified to the supplier. When the delivery note is signed the materials that are delivered are accepted. 5. In case any damaged item is noticed after the delivery the supplier is informed

telephone. This is followed by a request in writing to replace the same with specified quality, in exchanged for the received items.

STORAGE DEPARTMENT Storekeeping is one of the most neglected activities in small scale establishments. The first principle in storekeeping is to know 'what is where when the user department needs it'. Most food materials need to be stored for different lengths of time and at different temperatures to preserve their wholesomeness till required for preparation and service For effective storage of food items therefore, two types of storage are used:

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1.

the dry storage room meant for non perishable commodities like cereals and their products, pulses, legumes, sugar, spices, canned foods, fat and oils etc.,and

2.

the low temperature storage for semi perishable and perishable food.

Food stores in all establishments should be situated for easy access by staff of user departments as well as suppliers, without interference in the flow of work of all concerned.

ORGANIZATION OF STORAGE The arrangement of food items in storage space affects the efficiency with which foods can be stocked, issued and re-ordered. Any system adopted therefore should aim at establishing a flow of materials in and out of the stores in a manner that will preserve the qualities of foods of the maximum. 1. 2. Food is arranged according to the type of commodity. Stock items placed in alphabetical order of food category following the same system

within each category as well. 3. On every stock received the date of delivery stamp is endorsed before shelving to

ensure that old stocks are used up first. 4. Place items on shelves according to date stamped with earlier ones in the front of a

row and later one at the back. Stamping also helps to cost the stocks more accurately according to the prices paid on the bill for the particular lot.

SECURITY DEPARTMENT
The objective of the security department is to protect the hotel property, its guests and employees. The greatest priority is placed on preventing crimes through sound security system and vigorously enforcing policies. The department consists of a staff of uniformed guards and house detective. However it is the responsibility of all employees to participate in the security process.

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Staff members of every department must be required to adhere to the hotel policies and procedure regarding safety and security and to be constantly on the alert for potential security breaches and problems. It is estimated that majority of all thefts occurring at hotels are committed by employees. However petty thefts of items like ashtrays and towels cost the hospitality industry millions of rupees annually.

SALES & MARKETING:

Marketing is the designing of hotels to suit needs of potential customer. Marketing strategy is what encourages a guest to choose ones hotel rates than its competitor. The most important element in developing this business is the creation of a good personal relationship between sales representatives and executives of companies. Successful selling not only maximizes the profitability of the hotel but also assists every customers satisfaction by offering food, accommodation and service at a price the guest can afford.

FUNCTION:
Sales and marketing department of a hotel makes the propaganda of facilities available. By correspondence By personal contact By offering discounts to institutions, embassies etc. By advertising

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HIERARCHY OF THE SALES & MARKETING DEPARTMENT

SALES DIRECTOR

P. R

MANAGER

SALES EXECUTIVE

SALES ASSISTANT

HUMAN RESOURCES

The HR department looks after the total function of recruitment, selection, development and utilization of the employees, executives as well as rank and file workers. It is a part of general management, which is concerned with the people at work. This department assists with the acquisition, development and retention of human resources necessary for the organization.

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HIERARCHY OF THE HUMAN RESOURCE DEPARTMENT HUMAN RESOURSE DIRECTOR

HUMAN RESOURCES MANAGER

ASSISTANT HUMAN RESOURCES MANAGER

HUMAN RESOURCES TRAINEE

OBJECTIVES OF THE HUMAN RESOURCES DEPARTMENT

To give meaning and purpose to the job of employee To maintain a high level of motivation and morale To ensure that the employees are properly qualified and trained To minimize absenteeism Setting recruitment policies Setting training policies with training department.

ENGINEERING & MAINTENANCE

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The engineering department takes care of equipments for the hotel. This department is responsible for the faults in the service provided like air-conditioning, plumbing etc. They are requested for checking the accounts and adjusting the telephone in the reception etc. The maintenance order covers a number of duties such as fused bulbs, plumbing system not functioning in guest rooms or public bathrooms etc.

ENGINEERING PERSONNEL The chief engineer in the hotel supervises specialized craft people and licensed engineers. For large renovations, outside contractors are called. A group of painters are employed on contract basis, so that a block of room could be refreshed more quickly. The chief engineer also administrates outside maintenance contractors on such items as elevators.

The chief engineer is also responsible for all the executives of the department. He also decides on the purchase of the machinery and accepts quotations through purchase department. The supervisors attend to the job call from the housekeeping department and does the maintenance of the house plant, account boiler etc.

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PROCEDURE FOLLOWED DURING A WORK ORDER When a room boy or the floor supervisor finds any fault in the room concerned, he or she reports to the maintenance department, i.e. to the supervisor. The maintenance supervisor prepares a work order slip in the computer with the room number or area, nature of work, date, time and the name of the person reporting the fault and puts a technician on the job. And he will rectify the problem.

CHAPTER VI PROBLEMS AND SITUATIONS

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FRONT OFFICE: Problem 1 Very often, the front office staffs leave the reception/concierge, asking a trainee to stand at the Reception or Concierge, when a trainee is not trained to handle situations Observation: I observed when this situation occurred many times, when one of the front office staff asked me to stand along at the concierge, as they were called for an urgent meeting. A guest came up to me and told me that they want an Airport Drop. Being a trainee, I didnt not know what to do, as I wasnt as experienced. Solution: Since, Guests look at trainees and employees in the same manner. There should be alternative meetings held, as there needs be a trained staff member at the front office concierge and reception. Alternative meetings, when one group of employees are sent for the meeting, while the other is present at the Front office.

Problem 2 A guest, had to travel outside the hotel for an meeting. He took a car and left. After one half, he class up the reception and says that he has reached a different office

Observation: I observed that the guest, got into a car sent from another company. And there was a miscommunication between the Transport help desk and Front office. The front office made a mistake of interchanging the business cards of the guest.

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Solution: The front office should improve the way they work, and keep things on the concierge desk more systematically.

Problem3 The bell boys as a common practice assembled the newspapers in the bags at the concierge desk, resulting in congestion at the desk.

Observation: I observed that situation which gradually resulted in change when the Front Office Manager ordered the bell boys to carry out this errand away from the guest view. Situation: The bell boys, has a result of the order carried out this errand in the back office premises which was away from the guest view.

FOOD AND BEVERAGE SERVICE

Problem 1 A guest complained to the an outlet manager, saying that plates were wet and sticky Observation:

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I observed that while the plates were getting wiped, there was grease on the surface of the plates and were not disappearing. This was due to poor washing of the plates by kitchen stewards. Solution: To improve the quality of the washing plates, larger dish washers should be provided, so that more plates can get washed at the same time, and t can be washed better.

Problem 2 The back area of the library bar was congested with too many people going and coming in and out, resulting in accidents and breakage Observation: I observed that the back area of the library bar was very congested and prone to accidents because of two entrance doors, and one way door opening. Solution: To provide more space and change the design structure of the back area and its outlet entrance door.

Problem 3: The glassware used is very ordinary and the bartenders in the banquet were inexperienced and lacked professional knowledge and skills Observation:

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I observed that the banquets had inexperienced bartenders. And the glassware was used was thicker than lesser in quality compared to the other outlets. Solution: To hire experienced and professional bartenders for Banquet Bar Operations. To procure and use better quality glassware od well-known brands in Banquet Operations.

CULINARY Problem 1: The staff elevator near the Continental kitchen, keeps stooping and breaking down very frequently

Observation: The staff elevator located near the continental kitchen had mechanical problems as it would frequently break down, resulting in delay work. Solution: Staff must not be allowed to use the staff elevator till the mechanical problem gets fixed, and the back area stair case should be open for staff members.

Problem 2:

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Kitchen equipment breaks down and not attended immediately. Observation: The engineering department took more time to work on broken kitchen equipment. Solution: The engineering department must immediately attend to the repairs because it can result in stalling of work.

Problem 3: Food temperature record is not updated daily Observation: The temperature of food which is cooked in the banquet kitchen is not checked using the respective devices and the food temperature record is not duly updated for the day and updated only occasionally as a result, false details are recorded. Solution: As per the Leela standards, the temperature of cooked food and frozen food should be checked using the respective device before further cooking and serving the end product to the guest, this will result in food related allergies and illnesses. The assigned chef should responsibly record the checked temperature taken every day and maintain the standards.
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CHAPTER VII

CONCLUSION
Hotels are designed in such a way that they are capable of fulfilling the numerous desires of their guest. The products which leading hotels primarily market, i.e.,accommodation, food, and hence managing these would require sophisticated managerial techniques and marketing strategies. In this study, I have tried to present the depth of each department in the profitable functioning of the organisation together with the standardized system and procedure adopted in affecting trouble free operations and management. This report has been prepared after six months of industrial exposure training.

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Thereby, making this report from my true knowledge that all the facts, systems, procedures mentioned in this project report is real. The long hours of systematic and strenuous hard work, has strengthened the compilation of this study and also here by state that the project is not in part or full replica of study previously undertaken by anyone with any university.

BIBLIOGRAPHY
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- www.theleela.com - www.google.com - Wikipedia

ANNEXURE

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FRONT OFFICE/PRIVATE DINING

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PRIVATE DINING HANDLING DND ROOMS

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FRONT OFFICE LUGGAGE HANDLING LOBBY ATTENDANT ERRAND CARD, USED DURING DEPARTURE

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LAUNDRY CARD PLACED IN THE GUST ROOM WARDROBE.

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LAUNDRY STAIN TAG

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LAUNDRY / VALET

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FRONT OFFICE LUGGAGE TAG

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GUEST LAUNDRY / VALET TAG

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FRONT OFFICE LUGGAGE HANDLING, LOBBY ATTENDANT ERRAND CARD, USED DURING ARRIVAL FOR IDENTIFICATION OF LUGGAGE

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PRIVATE DINING COMMENT CARD

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PRIVATE DINING BUTLERS ERRAND CARD

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LAUNDRY PICK UP CARD

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CONDITIONS OF STORAGE

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FRONT OFFICE BELL BOY ERRAND CARD

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