INDUSTRIAL TRAINING

REPORT

JEHAN NUMA PALACE

157, SHAMLA HILLS BHOPAL-13
MADHYA PRADESH

COMPILED BY:
JHAVENDRA BHATTRAI
2ND YEAR
I.H.M. Bhopal

HOTEL OVERVIEW
The Jehan Numa Palace Hotel Bhopal lies nestled on the slopes
of Shamla Hills of Bhopal. Set in five acres of lush greenery and
splashes of colorful bougainvillea the Jehan Numa Palace Hotel
Bhopal makes for a delightful and charming get away.The Jehan
Numa Palace Hotel Bhopal is a superb example of a medley of
British Colonial, Italian Renaissance and Classical Greek
Architecture. The Jehan Numa Palace Hotel Bhopal has all of the
amenities, facilities and levels of comfort you would expect from a
hotel of this class, and maintains the meticulous standards
required by travel and tour operators worldwide. Suitable for
business and leisure travelers alike the Jehan Numa Palace Hotel
Bhopal successfully combines old-world service with 21st century
conveniences

to

make

your

stay

truly

comfortable

and

memorable. For your reservation at the Jehan Numa Palace Hotel

Bhopal, simply submit your requested dates below and complete
our secure online booking form.
Distance Secretariat - 03 km
Distance Airport - 15 km
Distance Railway Station - 05 km

ROOM FACILITIES

Number of Rooms : 100

Air-Conditioning
Hair Dryer
Coffee / Tea Maker
Mini-Bar
Telephone

HOTEL FACILITIES

Conference Rooms
Room Service
Restaurant

LEISURE/SPORT FACILITIES

1. Swimming Pool
2. Tennis Court
3. Chakra - Spa

BUSINESS CENTRE
The Business Centre offers private work areas for rental on an
hourly or daily basis and a conference room to seat a maximum of
five persons. It also provides a dedicated Technology Concierge
around the clock, for broad-range technical support in setting up
mobile communications and assistance with computers,
peripherals and Internet connectivity.
Business Services Include:
A full range of office equipment and secretarial services
Facsimile transmission
Computing
Photocopying
Translation services
Printing and parcel wrapping
Courier services
Internet access
Laptops / desktop computers
Secretarial services
Open: 24 hours.

DINNING & ENTERTAINMENT

The Jehan Numa Palace features exciting restaurants and

lounges that are stylishly designed, contemporary in ambience
and serve innovative cuisine and beverages. All restaurants
feature innovative show kitchens and allow for an interactive
dining experience.

1. LA KUCHINA - The Mediterranean Restaurant

2. SHAHNAMA Multicuisine Restaurant
3. UNDER THE MANGO TREE - Garden Bar-Be-Que
4. SHERGAR Exclusive Heritage Bar
5. CAFECHINO Caf
6. ROOM SERVICE Round The Clock
7. DARBAR HALL Conference for 350-400
8. CONVENTION HALL Conference for 30-100
9. SENATE HALL Conference for 15-35
10. BOARD ROOM Meeting for 10-12
11. LAWNS Dinner for 100-800

HOUSE KEEPING

A hotels business depends on the guests. A Frequent guest

knows the difference between a good and mediocre hotel. To him
a hotel is both a home and a office which is visited many a times
in a year. In a competitive situation the guest will choose a hotel in
which he feels welcomed. He wants just more than wine and dine.
House keeping is the department that is perhaps responsible to
bring back the guest to the hotel again and again. This is so
because the guest wants personal recognition and house keeping
department has ample scope to pay attention to all guests thus
making them feel important.
Moreover, this is the department that is indirectly responsible for
earning the maximum revenue for the hotel because the rooms
sold by the front office are the rooms made by the house keeping.
Besides the guests rooms, house keeping has to look after all the
public areas, corporate offices, banquets, restaurants etc. and it is
not an easy task to keep the entire hotel sparkling thus justify the
motto A hotel is a home away from the home.
Hence house keeping department can be considered as the
backbone of hotel operations. In other words the housekeeping
department is the main force in keeping the hotels flag flying
high. As the hotels public areas are under the direct vision of the

guest, any failure on the part of the house keeping will have a
direct impact on the hotels business.
The house keeping department plays an important part in the
successful operation of a hotel. It is a branch of rooms division
department. It is considered under non-revenue producing
department but can be considered as a minor revenue producing
department when laundry is taken into account. The Front office
has to depend upon this department as unless & until
housekeeping clears the rooms (whether check-out, occupied or
vacant) the Front office department helps directly to achieve more
room sales.
As soon as the guest checks into the hotel, he expects the same
kind of atmosphere that he is used to back at home, if not better.
The sense of homeliness is provided by an efficient house
keeping department.
A major share of the hotels revenue is from the sale of the room
and it is the house keeping department that is instrumental in the
sale of a room and also providing world class service to the guest.
The department is also secret behind the sparkling floors, the
spice and span surfaces all that go into making The Grand New
Delhi a five star deluxe property.

DUTIES OF HOUSE KEEPING STAFF:

Executive Housekeeper
The Executive Housekeeper is in-charge of the House Keeping
Department of a Hotel. Her responsibility is for cleanliness, order
and public areas, employees, facilities, service corridors, linen
and uniform room. Her work is mainly administrative and based
on the management level. Her duties differ according to the size
of the Hotel.
HER DUTIES ARE AS FOLLOWS:
Planning and co-ordination of the work with her staff.
Supervision of her staff.
Recruiting new staff.
Training of staff.
Expected to take rounds and spot check.
Purchasing and selection of items such as furniture linen etc
are decided by her.
Annual housekeeping budget is prepared.

 Maintains reports pertaining to the department.

Rooms for renovation, redecoration are taken only on her
authorization
Implementation of management policies.
Settles the disputes between her staff, if any.
Checks the rooms for VIP arrivals to make sure that everything
is up to mark.
Ensures co-ordination between house keeping and other
departments.
Plan, control and supervise horticulture requirements and
commitments.
Work closely with the General Manager on day-to-day
Housekeeping requirements.

Assistant Housekeeper
She acts as the Executive Housekeeper in the absence.
Maintenance of general cleanliness and attractive appearance
of the guestrooms and public areas.
Inspection of floors or any other areas as may be assigned.
Keeping the rooms ready in accordance to expected arrivals.
Inspection of vacant rooms and suites and other public areas
requiring attention.

 The lost and found department comes directly under her

control.
Required to meet guest complaints and requests.
Allocation of work to the staff and scheduling the staff on the
floor.
Advising Executive Housekeeper for scheduling vacations and
duty roster for the housekeeping staff working under her.
Ensure staff works under discipline.
Ensure proper maintenance of housekeeping equipments.

Floor Supervisor
Assign duties to houseman.
Check maintenance of floor pantries.
Check that guest services on floors are carried out efficiently.
Maintaining a polite, dignified and ready to help attitude
towards guests.
Ensure that amenities for VIP are met with.
For every floor the supervisor should inspect all the completed
rooms and see to it that they meet the standards of the
establishment.

 To release clean rooms and to get departure rooms from the

control done.
Maintains records of room status.
To check on guest supplies and cleaning supplies on the floors.
To settle any guest grievances.
Prepare room occupancy report.

Public Area Supervisor

Check all the public area against area checklist.
To remove furniture, curtains, and other fixtures which requires
repairs mending spotting and washing.
Maintain a regular and complete advance schedule program for
renovating public area after receiving finance concurrence of
Executive Housekeeper.
Prepare schedule for chandelier cleaning crew.
Prepare schedule for carpet shampoo crew.
Inspect staff turnout, train new recruits.
To submit performance appraisal of staff working under her.
Under taking daily roster of staff when required.

Room Attendant
Should attend the briefings before the start of the shift.
Should collect the respective sub master keys of the floors.
Check the supplies in the trolley.
Maintain a record of rooms he has serviced and the time taken.
Should not touch guest belongings.
Submit a list of D.N.D. and Double Lock rooms to the floor
supervisor.
Open the room for maintenance.

Linen Room Supervisor

Schedule linen room staff.
Check the condition of uniform and hotel linen.
Assign daily work to tailors.
Device an effective controls system to issue clean linen and
uniforms.

 Co-ordinates with laundry for timely supply of uniform and

linen.
Ensure that all linen, uniforms, needing stitching, mending are
immediately attended before sending to laundry.
Ensure linen room is neat and clean.
Keep an inventory of all the hotel linen and the uniforms.

CONTROL DESK
The desk is the nerve center of the entire of the house keeping
department providing the communication and the coordination
between the various sections such as the maintenance, floors,
public areas etc. here that all the staff report for work and after
duty. It is also the point of contact between the guest and the
department by virtue of it, attending guest requests and
complaints.

THE DUTIES OF THE DESK COORDINATOR:

Taking over of the desk at the beginning at the duty entailing
the reading of the book, checking of the keys and pagers etc.

 She checks up the staff available and prepares the duty

distribution in consultant with the DEPUTY HOUSE KEEPER.
She then prepares for the shift by greeting and briefing the
Duty Supervisor & Room Attendants. She distributes the keys,
pagers, occupancy slips and the roc suppliers to the floor
teams and to the public area team. Each time she takes CI the
key register is signed for the keys, swipe card, pagers and she
counter signs them.
Then she marks attendance and prepares the occupancy
status report for the Executive housekeeper. She leaves all the
register for verification by the housekeeper.
Attending to guest request and complaints and placing the
suppliers or the job orders
as required.
She also does the vital function of the Rooms Management
forwarding requests for rooms from the Front Office to the Floor
Supervisor and clearing rooms for sale as they are cleared by
Floor Supervisor.
She

also

coordinates

maintenance,

the

carpentry,

issuing,

execution

polishing,

painting,

of

the

carpet

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

and clearing as the jobs done.

LOST AND FOUND PROCEDURE

Any article that is left behind by a guest in the room is
considered as a lost and found article. The room attendants
hand it over to the desk.
Article is received by the desk supervisor and details entered in
the Lost and Found Register.
At the end of the day the article is handed over the security
department(Assistant Security Officer)
When the guest claims the article back the Assistant Security
Officer takes the particular article to the guest verifies the
ownership and hands over the article to the guest. This is
recorder in a Lost Property Record.
If however the article is very expensive such as jewelry, money,
electronic goods it is handed over to the General Managers
Office who now is the custodian for the article. He sends the
guest a note notifying the recovery QF the article and handles
the same procedure as started above.
The articles are kept with the hotel only for six months after
which they are given off to charity.

FILES AND REGISTER MAINTAINED

IN THE HOUSE KEEPING
DEPARTMENT
DAILY DUTY REPORT AND KEY REGISTERS
These are maintained for the supervisors, floors attendants,
public area attendants, mini bar and uniform room. It records the
name, area, time in and out, key number issued, returned to and
received by. It is to keep a security check on keys.
ROOM OCCUPANCY REPORT
This is a record of the status of the rooms and the report of each
of the floor is regularly filled up in the morning duty and the late
duty file.
HOUSE KEEPER CHECKLIST FILE
The checklist of the various floor supervisors is also filed up for
further reference.

 GUEST CALL REGISTER

This register is maintained for the services asked by the guests as
well as for the maintenance defects.
DND REGISTER
It is maintained for all the floors. It states the room number,
duration of DND, whether VIP, crew or normal guest and the
instruction from the lobby.
PUBLIC AREA REGISTER
It contains the schedule of the areas to be cleaned on the periodic
basis.
DAY LOG REGISTER
It conveys the message to the supervisors for the next shift about
DND,

extra

items,

layovers,

check-outs,

discrepancy and pending maintenance.

NIGHT LOG REGISTER

items

removed,

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

placements, check-outs, crew rooms cleared, public area cleaning
details and messages to morning shifts supervisors.

ROOM SUPPLIERS
The desk is responsible for the Intending, Storing, of the suppliers
placed in the guestroom.
PROCEDURE
Indent placed every week and collected on the Wednesday of
every week according the requirements.
Intend received and stored in the central distribution cupboard
in the desk cabin to rest being stored in the fifth floor pantry.
At beginning of each shift the suppliers are distributed to the
various floors according to needs. (Entry being made in the
register).
At the end of the shift the unused supplies are received and
store back in the cupboard.

LOAN OF SUPPLIES:

There are certain supplies that are not usually placed in the room
but are loaned to the guest on request. They might even be sold
to the guest if required.
Some of these supplies are:
Soap suds
Shaving Kit
Iron
Ironing board
Hair dryer
Multi pin plug
Extension cord
The linen department is an important subdivision of the
housekeeping department performing the functions of making,
distributing, maintaining, and controlling of the all including the
staff uniforms, F& B linen, room linen. It is divided into:
1.Linen Room
2.Uniform Room

LINEN ROOM
LOCATION:

Lower Lobby

TIMING

0700hrs-1900hrs

CONSISTS:

Exchange Counter, Vertical Hanger Bars (15

Nos.), and 1
Tailors cabin and 6 Steel Racks for F&B Linen.
STAFFING:
Deputy Housekeeper (Linen)

Linen Attendants (4)

FUNCTIONS:
Making an issuing of linen
Collection of soiled linen

Tailor (1)

 Sending linen to laundry

Receiving from laundry and storing
Distribution of linen as per daily requirements
Maintenance of linen
Maintain linen inventory
Proper recycling linen

UNIFORMS ROOM
The uniforms are made and issued to all the employees with the
rest of casual labour and trainees using the standard spare
maintained.
The uniforms are tagged according to the employees token
number all employees are provided with 3 sets issued every year.
The uniforms are issued at the beginning of shifts and received in
the linen trolleys at the end of the shifts. They are then sorted and
sent to the laundry. The laundry sends them back and they are
stored according to the type such as all chef coats together, all
managers shirts together.

FUNCTIONS
Making an issuing of uniforms
Collection of uniforms
Sending uniforms to laundry
Receiving from laundry and storing
Distribution of uniforms as per daily requirements
Repairing the torn uniforms

Register Maintained:
Staff Uniforms Register, Floor Linen Register, Store Requisition
Book/Purchase Requisition Book, Condemned Uniforms Register,
Returnable, Non-Returnable Gate Pass book.

FLOWER ROOM

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

Flower room manager and three attendants. The Flower room
works in co-ordination with the Flower Shop located in the lobby,
which has two attendants.
The flower rooms provides the flower arrangement in following
places:
Banquets
Guest rooms
Lobby
Decoration in corridors
Restaurants
Room service
Conference halls
Managerial offices
In the flower room displays for the guest rooms and preparation of
bud vases is done. While cleaning the room the room attendant
places the bud vases in service area. The flower room attendant
collects all these vases and places fresh ones in its place.

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

for the special occasions like New Year, Christmas and also for
the arrival of the V.I.Ps.

FLOORS
There are total of 100 guest rooms in the hotel. The rooms are
distributed on six floors. Every floor is having smoking or nonsmoking zone. Each floor is divided into wings A, B, C and AB.
The Hotel is in the F Shape.
Rooms can be categorized as follows:
PATIO
REGAL
PALACE
IMPERIAL
SUITE
HERITAGE SUITE

ROOM ATTENDANTS WORK

PROCEDURE:
Reports to work signs and receives master keys, swipe card,
pager, occupancy list and suppliers.
Takes over the pantry and sets the trolley as follows:
1 Garbage bag
1 Cleaning kit(cleaning agents ,kettle brushes, mug, scotch
brite)
dusters (1 blue dusting cloth,2 red dusters for bathroom,2
white duster for glass,2 brown for drinking glasses, 4 turkey
dusters)
All supplies(5 sets)
Room linen(single & double sheets, pillow covers, towels,
Duvet Cover)
Then he starts with rooms according to the occupancy slip
giving preference in the order of:
Guest call
Blocked rooms
Occupied rooms

Vacant rooms

Room cleaning procedure:

Ring bell, wait for an answer and ring again to ensure guest is
not there or for guest to answer.
Open room using key/swipe card, hang the Clean My Room
Card on the knob, leave room oven with doorstopper.
Draw curtains.
Check for laundry, service trays and lost and found.
Check if all lights and fitting are working, if not call desk and
issue job order.
Remove all soiled linen and take to pantry, throw down the
chute.
Clean bathroom.
Make bed.
Dust all surfaces.
Brasso if required.
Carry out cleaningful schedule for the day such as cleaning of
catwalks, wall marks etc.
Vacuum carpet.

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

Check for all amenities.
Remove tag; switch off light, close room.

BED MAKING PROCEDURE:

1. Pullout all soiled linens bed sheets 2 pillow covers.
2. Spread bed sheet.
3. Spread Duvet cover on Duvet.
4. Place Duvet cover and make evening food if necessary
otherwise Duvet must be pulled tightly under the mattress.
5. Put the pillowslips for pillows and place the pillow in its
respective position.

BATHROOM CLEANING PROCEDURE:

Sprinkle WC cleaning liquid in the bowl and cleaning in the
bathtub and wash basin.
Remove used supplies and replenish.
Scrubs wash basin, wash and wipe dry.
Wash and wipe dry.
Scrub wash bowl, seat, tank, flush, wash seat and wipe.

 Spray glass-cleaning solution on mirrors and polish.

Wash floor and wipe dry.
Spray room freshener.

Room checking procedure:

As and when the room boys finish with each room the
Housekeeper checks them. Any damage or malfunctioning of
equipment is reported to the desk from where job order is issued
to maintenance.
1. Curtains are drawn aside to make the room well lit.
2. The bathroom is first checked.
3. The floor is checked to see if it is spotlessly clean.
4. The number of linen and supplies are checked.
5. The telephone and the hair dryer are also checked.
6. Dustbin and mug are checked for cleanliness.
Next the room is checked for
The number of valet and laundry bags in the wardrobe is
checked.
DND and make up card should be there.

 The required number of hangers is provided.

The water should be changed and the glasses.
Fridge and its contents are checked.
The TV, Music channels and telephones are checked.
Area under luggage rack and dressing table is checked for
dust.
Lamp shades, coffee table, the windowsill should be clean.
The curtains are drawn and the lights switched off and the door
closed.
The Floor Supervisors fill the checklists of all floors and given to
the Executive housekeeper for inspection, The housekeeper
makes entries in the logbook so as to pass on information of any
task to be taken care of, to the housekeeper in the next shift.

PUBLIC AREAS

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

importance as that of the guestroom. It areas such as lobby, lifts,
banquet areas, restaurants etc.
The public area maintenance is supervised by The Public Area
Housekeeper under whom the public area attendants work
supervises the public area maintenance. She allots the duties at
the beginning of each shift at the desk from where the attendants
collect their keys and linen.

THE PUBLIC AREA CLEANING ENTAILS THE

FOLLOWING ACTIVITES:
Re-arranging of furniture to its original positions each times it is
noticed to out of place.
Shining of the brass items so that the brass does not look dull.
Mechanical cleaning of the carpets during slack hours and
rushing them down as and when found dirty.
Frequent sweeping mopping and polishing of the open floor
area. It is important that the attendant cleaning does not come
in the way of the guests.
Frequent cleaning of the approach to the entrance.

 Generally with the increase of activities on function halls these

areas gets more crowded and the likelihood of elevators,
Entrance door glasses getting dirty due to finger marks. This
has to be frequently wiped.
Periodic cleaning of standing and table ashtrays.

BANQUET HALL AND RESTAURANTS

The cleaning of these areas is scheduled as per their actual
functioning and the decision reached by the management at their
opening and closing times.
Generally the restaurants are cleaned twice once in the evening
break hours and once in the night after closing time.
The coffee shop alone being a 24-hrs outlet is cleaned during the
lean hours.
The banquet halls are cleaned based on the requirement priority
as

requested

by

the

F&B

personnel.

CO-ORDINATION
HOUSEKEEPING WITH OTHER

OF

DEPARTMENTS:
During the course of work, the House Keeper comes in
contact with the staff responsible for the other parts of the
establishment and for smooth running of the hotel. There must
be clear inter- departmental co-ordination. The other departmental
with which the House Keeping department, co-ordinates are as
follows:

1. Front Office
Co-operation here is particularly necessary because the work of
the two departments is very closely aligned. The Housekeeper
gets the departure rooms from the reception and in turn clears the
ready rooms to reception. To know the exact status of the all the
rooms and for the better running of the hotel, co-ordination
between reception and housekeeping is vital. Checks out rooms
are checked b HK and bellboys.

2. Maintenance
In the course of a day, the Housekeeper finds many job orders
requiring attention, such as leaking taps, W.C. not working
properly, faulty electric plug, A/C not working and so on. She
should report these faults to the maintenance department as earl
as possible. If a good relationship exists between the two,
notification of urgent repairs will he meet with immediately.

3. Restaurants
Co-operation here is mainly concerned with exchange of linen for
which a specific time is allotted to each outlet. Cleanliness of the
restaurant is also one of the responsibilities of the Housekeeping
department. Maintenance work is also handled by H.K.

4. Kitchen
Co-operation here is mainly in the form of staff uniforms, dusters
etc. A good relationship with the chef is to be maintained, as it is
an important aspect of staff welfare.

5. Security
Co-operation here is mainly concerned with prevention of fire and
theft and the safe keeping of keys and property of the hotel. There
are as many security hazards on the floors that liaison is
particularly important and the Housekeeper co-operation by
endeavoring to see that her staff are aware of them.

6. Purchase
Co-operation is particularly important here since the Housekeeper
has to contact the purchase department for buying the items
required by her department.

7. Personnel

All the staff comes under personnel department. The progress of

each staff is taken note by the personnel department. Personnel
department does appraisal of staff. Personnel department
organizes training programmes. Staff welfare is also taken care of

8. Accounts
The staff contacts the Accounts Department for their salary,
bonus, PF etc.

FRONT OFFICE

ROLES & RESPONSIBILITIES OF THE

DEPARTMENT
The Front Office could be called the control Centre of Room
Division, providing 24 hours attention towards the handling and
service of all guest requirements and needs.
The front office employees play a vital role in the creation of a
positive first and final impression, and the establishment of an ongoing rapport of guest, In addition the Front Office employees are
influential in shaping the citys perception and judgement of the
hotel through contact with restaurant patrons and visitors to the
hotel.
All Front Office employees are responsible for ensuring that the
standards expected of the hotel are attained.

The impression created must be one of quick and efficient service

by friendly, courteous, informative and helpful employees.
Our guest must have feeling that they are being taken care of by
people who are genuinely interested in their well being.
In order to achieve this goal, it is imperative that all Front Office
employees develop a strong and positive working relationship
with all other departments.
It is the individual responsibility of each and every employee to
foster a close understanding of the roles of their colleagues in
their departments and to develop an empathy with the problems
that they may be encountering.
All employees must have a full knowledge of all hotel facilities and
services, as well as being fully conversant with all aspect of the
city/area and its attractions to ensure that all questions can be
answered immediately.
All Front Office employees must be fully trained in their job
functions to ensure they are able to handle any situation that may
arise in a responsible and professional manner.

JOB DESCRIPTION
POSITION TITLE: Front Office Manager
RESPONSIBLE TO: Resident Manager/General Manager
PURPOSE OF JOB : To direct and co-ordinate the Activities of
the Front Operation (Front Desk, Reservation, Bell Staff, .B.A.X.
Information) to provide Efficient service to guest
RESPONSIBILITIES:
To ensure that all service standards as specified by the
management are implemented.
To ensure all staff under his control, it properly deployed and
utilized.
To ensure that all budget/targeted sales and occupancies
are achieved and the expenditure is controlled to maximize
profitability.
To ensure that all forms, registers that are required to be
maintained are maintained and complete in all respects.

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

industry are strictly adhered to.
To maintain and increase guest relation.
To maintain control over special rates offered to various
corporate houses/individual.
To prepare annual budget and forecast occupancy and room
revenue.
To makes sales efforts at unit level as per the policy of InterContinental.
To prepare and send all reports pertaining to MIS and data
required by marketing Department.
To control advance reservation and positions and ensure
maximum selling.
To ensure correct billing and co-operation with accounts
department.
To exercise credit control and implement credit policy.
To co-ordinate

with

marketing

department

for

sales

promotion.
To co-ordinate with other departments for ensuring maximum
room sales and to achieve ultimate guest satisfaction.
To

exercise

control

over

newspaper stationary etc.

expenditure

like

overtime

DUTIES:
To make co-ordination meeting of the staff once in a
fortnight.
To meet all VIPs and group leaders at least once during their
stay.
To check guestroom.
To check and ensure that all-standard procedures at front
office are followed.
To ensure up keep of the front office area.
To ensure proper discipline with regard to conduct, work
performance and to take necessity action.
To train staff and to ensure that standard manual guideline
are followed.
AUTHORITY:
In the hotel business interest to exercise the discounting
policy delegated to the unit.
To cancel/amend guest bill full justification as per policy and
standard procedure.
To entertain commercially potential guests.
To sanction I recommend all types of leaves for staff 1
executives of the department.

 To

recommend

disciplinary

action

against

defaulting

employees under his control.

To recommend incentives to deserving employees.
To authorize deployment of staff after duty hours.
To recommend purchase and condemnation of articles and
indent material required for the department.
To handle guest complaints efficiently.
POSITION TITLE: Front office assistance GR-1
(Reception shift in charge)
RESPONSIBLE TO: Asst. Manager (FO)/ F.O. Manager
PURPOSE: To insure overall smooth his shift as per laid down
Standards
RESPONSIBILITIES:
Taking arrivals and showing departures.
To ensure that room position is checked, verified with
Housekeeping and rooms are available for all guests.
Effective utilization and deployment of staff under his control.
To conduct daily briefing of the staff.
To ensure maintenance and up keep of his are.

 To ensure maintenance of all records and register such as.

Arrival Register
Departure Register
C Form
Information Panels
Guest Mail
Key Control
Log Book
Wake up Call Register
Doctors Call Register
Occupancy Statistical Register
KOT for Fruits and Flowers
To ensure operational control measures.
OCCASIONAL DUTIES:
1. To handle guests requirements/complaints during the absence
of AM (FO).
2. To confirm/amend and cancel bookings of next day as per
standard procedure when reservation requests are to be
received and passed to reservation department for suitable
action.

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

required.
4. Any other job assigned from time to time.
a) In case of Whitney system, the slip will be alphabetically
arranged in the rank and sent to the reception. Along with
the billing instructions letter and vouchers.
b) In case of diary and cardex system, the list of arrivals will
be typed in alphabetical order and sent to the reception
with billing instructions letter and vouchers.
5. Movement List for the day will be prepared by reception
reservation and circulated to the General Manager, Resident
Manager, F&B Manager, Exec. House Keeping, Front Office
Manager and PR Manager.
6. The Reservation Department will send the updated room status
report to the Front Office daily.
7. A no-show record will be, maintained by the reservation
department and acted upon from Time to time.
8. The group booking will be verified 15 days prior to arrival and
vouchers obtained. The group arrival report will be sent
weekly/fortnightly to General Manager, Resident Manager.
DUTIES:

Ensure Maintenance, receiving and welcoming guests into the

Hotel upkeep of the entire lobby and work premises.
1. To give collect and relevant information to the guests as
required.
2. To ensure that sufficient stock of stamps. Telegraphs forms,
phonogram forms are always maintained.
3. To ensure that the baggage of the guests is sent to the
guestroom as per specified standard.
4. To ensure proper billing and maintenance of baggage kept in
the left luggage room.
5. To ensure that the attendance and the other records are
maintained.
6. Handling all untoward incidences regarding guests and staff.

DIFFERENT SECTIONS IN FRONT

OFFICE
1. Front Desk - Concierge/Reception/Cashier
2. Grand Club Lounge
3. Business Center
4. Reservation Center
5. Communication Center
6. Bell Desk

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

has to go for different information in particular section the front
desk officers are so multi skills that they can handle any type of
sections.

FRONT DESK
Front Desk is generally divided into 3 sections:

1. CONCIERGE
The word concierge is derived from the word doorkeeper or
janitor.
Whereas the bell service proceeds and the hotel services, such
as luggage assistance, message for out of the hotel services such
as rental cars, theatre reservations and limousine service.
Whereas the front desk staff assists guest on arrival, the
concierge is often responsible for coordinating group activities
such as conferences, seminars and banquets.

A concierge must have depth knowledge of community resources,

cultural and sporting events, and transportation and average
important guests staying in the hotel. A typical concierge has an
extensive repertoire of reference materials.
A concierge must be prepared to respond to enquiries from
guests about activities, event attractions and to arrange access to
external services, such as car rentals, restaurant reservations,
guided tour, public transportation, tickets to the theatre or sporting
events, museums.
Different formats used in concierge are as follows:

Customs Form for clearance of mishandled baggage

Roaming List & Passport Details

Application to Inspector of Custom Department

Forwarding Address Card

ROLE OF CONCIERGE
By definition, a Concierge is one who has charge of the entrance
of a building- the keeper of keys.

A Concierge is responsible for welcoming guests into the hotel as

if they were in their own home. To do that a basis understanding
of human needs and a true desire to assist by going beyond the
guests is vital: offering suggestions in addition to information.
No question should go unanswered, no problem too tough and no
request too demanding. Each guest is important enough to
warrant full attention, super-human patience, understanding and
charm from a Concierge. Therefore, a Concierges knowledge of
the hotel and the community will make his life easier and his
image more professional.

Responsibilities of the Concierge

The Concierge employees are well-trained people who assist with
complete, accurate information and direction. They act as a
liaison between the guest, hotel and city 24 hours a day.
They must be well informed and equipped with an intimate
knowledge of hotel and surrounding community to offer first hand,
positive information in a confident manner. A Concierge employee
must be certain that they are understood before a guest leaves

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

local attractions and various dining establishments.
Knowledge of the hotels daily operations will enable the
Concierge employees to give general information regarding
banquets, meetings, rates, functions of the day and the restaurant
hours of operation.
Affirmative, tactful behavior coupled with warm, sincere hospitality
will create an aura of genuine caring and encourage each guest
to make The Grand New Delhi the place to stay, meet and dine.

2. RECEPTION
Reception is a desk where all check ins and checkouts are done
for F.I.T. and G.I.T.s formats used are:

Registration Card

Complimentary House Use Request Form

Petty Cash Voucher

3. CASHIER

All types of cashiering & billings are done under the cashier desk.
Here all types of currency exchange is also done formats used
are:

Billing Form

Currency Exchange Form.

ROLE OF CASHIER
The Front Office Cashiers is the final contact point with he Front
Office for the guest.
They play a vital role in presenting a positive final impression of
the hotel before a guest leaves the hotel.
They are responsible for presenting an accurate account of all
guests outstanding balance and to ensure room status is
changed from occupied to vacant in the computer.

Responsibilities:
1. To collect payments for all outstanding guest balance.
2. To accurately post all miscellaneous charges into accounts.

3. To liaise closely with Reception in maintaining an accurate

room status.
Operational Hours: The Front Office Cashier operates on an
hours basis.

RESERVATION CENTRE
The reservation department is to control rooms availability against
guests requests, handling all reservations in a timely manner,
maintaining accurate records of reservation and updated guest
history information.
It is the objective of the reservation department to achieve a high
occupancy as possible, at the same time maximizing revenue
from room sales without compromising on standards set by the
organization.
1. On receipt of a request for room reservation/amendment,
check availability of Room Report/Board (Perform).
2. If room is available room reservation from to be filled complete
in all respect with special attention to billing instruction at all the
time of making reservation (Performa).

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

listed/alternate accommodation in other ITOC Hotel will be
offered.
4. The Room density Chart will be updated for confirmed booking.
5. Annexure for Whitney Diary Cardex.
6. A confirmation letter/form will type and sent to the prospective
guest. The second copy of the letter will be filled,
a) With second copy of Whitney Slip and Reservation Form.
b) In case of diary and cardex system, this will be filled with
reservation form.
7. In case of wait, listed accommodation, the same procedure, as
that for Reservation will be followed.
8. In case of amendments, the same procedure as that of
reservation will be followed.
9. In case of cancellation, the cancellation form will be filled up.
Density Chart will be updated and,
a) Whitney Slip will be removed and will be attached with
reservation form/correspondence and filled in a separate file.
b) In case of Diary of cardex System, the entry will be
cancelled and the details of the cancellation will be noted.
10. In case of Group/Conference/Bulk Booking, same procedure
as FIT booking will be followed and a separate record will be

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

and undated.
11. Before closing the reservation Department, reservation for
the next date will be sent to the reception after checking booing
related correspondence with special attention to billing
instructions, rate applicable, discount applicable, time of arrival
and departure.

BELL DESK
The bell staff is so named because of the long standing* custom
of ringing a bell at the front desk to summon a bell attendant. In
the around Hotels of the Golden Age, attendants hoped to
attention at the sound of the bell to transfer guest luggage to their
room, giving rise to the term bellhop. In a American and European
Hotels, it is traditional for members of the bell staff to receive
gratuities for performing services such as luggage, summoning a
taxi, or bringing up a newspaper to a guest room.
Cost is a concern to many travelers and the front desk
representative often inquires whether a guest would like
assistance with his or her luggage before summoning a bell

attendants or information the bell captain. When assistance is

desired, the receptionist issues an up bell a request to have guest
luggage transported to the room. Luggage assistance might also
be requested at check out. A down bell is a request for guest
luggage to be transported from a guestroom to the lobby.
The bell staff might also be required to move a guests belonging
from one room to another, if the guest is absent when the luggage
is transferred; the action is called a dead move. If the guest is
present during the move, it is called a live move.
A large hotel is the most likely to employ a full time staff of
elevators bell attendants. Door attendants and parking valets. A
service superintendent may be responsible for coordinating all of
these functions. If the hotel has a full time concierge f he or she
may have responsibility for supervising the bell service staff.
The bell service also called the uniformed staff may employ four
types of positions: bell captain, bell attendants, door attendants
and parking valet.

BELL ATTENDANTS

Bell attendants formerly called bellhops, are responsible for

rooming guests, escorting guests and their belongings to their
rooms. After a client has completed checking in, a bell attendant
is summoned to service the room key. The attendants checks for
any message or mail waiting for the client transport the guests
luggage and escort the party to the assigned room. An efficient
attendant also check for lights, curtain pulls, hearing and air
conditioning units, and television to be sure, whether they are
functioning properly. The attendant may also be called on to
answer the question about the hotels facilities or policies. Guests
frequently refer to the bell attendants for general information.
Attendants must be prepared to describe the hotel food and
beverage or laundry services, offer advice on local tourist
attractions, or give street directions.
Other duties for the bell attendants include delivering message to
the guest room, paging guests in the lobby, restaurant, or lounge,
assisting with lock problems of rooms, change and performing
errands such as purchasing newspaper or other small articles for
the guests.

INTRODUCTION
The hotel and catering or hotel and food service industry is now
becoming widely known as the hospitality industry. The
industry is usually defined by its output of products, which
satisfy demand for food, drink and accommodation.
Contract to the industry is the need for operational personnel who
are generally divided into food and beverage staff and room
division staff.
Management has many responsibilities. These include the
economics of mean casting, portion control wastage of food
customers staff relations labor shortages and staff training. The
food & beverage staff plays an important part in achievement of

good relations. Since they are in contract with the customers and
with management, their conduct influences the running of the
establishment and the atmosphere greet for the customers.

Duties & Responsibilities of F & B

Department
Food and Beverage manager
Is responsible for the implementation of agreed or for contribution
to the setting of catering policies. In general he is responsible
1.

Ensuring that the required profit margin is achieved for food

and beverages are in each financial period.

2.

The purchasing of all materials required.

3.

Ensuring that quality in relation to the prices period is

maintained etc.

Restaurant Manager
1.

To oversee the proper arrangement of the tables chair

service equipment, table setting.

2.

He takes a briefing before each meal to inspect the personnel

appearance of staff.

3.

To see that correct quality of food served.

Room Service Manager

1.

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

2.

He check the movement list sent by the front office.

3.

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

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

4.

Scheduling the staff.

5.

Handling guest complaints.

6.

Prepares duty rosters for the staff.

Banquet Manager
Is responsible for all the banquet parties held in the hotel. He/she
ensures the all the arrangements for banquet are made in
advance. He/she supervises the banquet party in the hotel and
work being done by captains and stewards.
Banquets managers is also responsible for setting, booking
arranging and serving of all banquet functions and arranging local
publicity after obtaining permission from the people arranging
banquet.

Guest Service Officer (GSO)

They are responsible for proper arrangements in the guests
and ensure that toad is served in orders. They take the
briefing for waiters before every meal.

Steward
He acts by instruction for the captain. He/she generally plans
upon the table, cleans the tables after each course some
preparatory tasks of cleaning is also carried nut by the steward.

Management Information System

Daily sales record

Attendance register

Stock inventory registers

Stock requisition book

Banquet function sheet

Food and beverage cost Factors:

The costs of operating a food and beverage are influenced by

several factors, including food costs, staff size and methods of
purchasing, receiving, storing and issuing suppliers.

Purchasing Controls:

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

advance of their projected use. The executive chef, food
production managers, meat poultry, seafood, products grains and
other required ingredients. Forecasts prepared by the food and

beverage controllers are caused to predict the amount of each

item that will be required. Suppliers are selected on the basis of
prices comparison and testing for quality market report prepared
by the controllers staff compares the price of various suppliers for
items such as meal/poultry and produce. Samples may be
purchased for testing. One test, a yield analysis determines the
amount and cost of individual serving, or edible portions, that can
be obtained from meat and poultry purchases.

Receiving, storing and issuing suppliers:

When food and beverage order are received, they should be

inspected immediately to verify compliance with the hotels
specification. Receiving records are prepared, noting the quality
and price of each item and the department to which it will be
issued or the storeroom where it will be kept.

Food and beverage operations:

Proper storage of foodstuffs is an important factor in our cost

control. For ex dairy products have limited shift that can be
extended under proper storage conditions. Petty thefts by

employees if food stuff from storeroom inventories are also a

potential problem. Access to food and beverage storeroom should
be restricted to authorized personnel.
Before the storeroom supervisor pr steward issues food and
beverage items a requisition should be presented. As the need for
a food and beverage items arises the chef as head bar tenders
writes out a requisition are prepared in anticipation of future
needs, so that the kitchen as bar does not run out of any items
during service hours. The steward should maintain a logbook of
each item issued, including the requisitions number, date,
authorizing, and patty to whom issued.
Requisitions are usually prepared on the basis of experience. But
factors that might increase or decrease demand must also be
taken into consideration for example, if a large convention is
schedule to begin, of if a dramatic change in occupancy is
expected.

Controlling Food Production Costs

Standard recipes and standard portions are used in food

production to maximize the usefulness of each ingredient. A

standard recipe is a set of instructions for preparing every menu

item. The recipes usually are printed on cards and distributed to
every member of the food preparation staff. The cooks are
required to follow each recipe precisely.
A standard portion is the preset amount or number of each
ingredient that is to be used in an individual serving. A standard
portion of meat, poultry or fish may be set by weight for example,
4 ounces of beef sirloin, 2 ounces of veal, 3 ounces of pork
tenderloin and so forth. Portions of other items may be set by size
and number for example, on small potato. six medium prawns and
so forth. In the cocktail lounge , beverage portions may be
controlled through the sued automated purring devices or meters.

OPENING CHECKLIST:
1. Turn on all operating system.
2. Cancel the forward call.
3. Pickup linen suppliers.
4. Pickup store room requisition [dry, beverage]
5. Store away all suppliers.
6. Turn on all appliances.
7. Wipe tables, chairs, and sideboard.

8. Setup the restaurant.

9. Check restaurant setup.
10. Make napkin fold.
11. Check the reservations.
12. Fill water jug.
13. Fold towels and stack them in HotBox and Refrigerator.
14. Check sideboard according to the standard.
15. Stack service trays on the sideboard.
16. Open the hostess desk.
17. Clean the hostess desk.
18. Setup the hostess desk.
19. Clean the menu.
20. Clean the telephone.
21. Pick up the bank from bank room.
22. Check for paper requisition.
23. Update notice board.
24. Pickup outlet mail.
25. Clean the bar counter.
26. Stack the beverage requisition.
27. Setup the bar.
28. Prepare cocktail garnish.
29. Clean beverage menu.
30. Setup the Food Pickup Counter.

31. Attend the outlet briefing.

CLOSING CHECKLIST
1. Clean the tables
2. Clean the sideboard.
3. Close all check in Micros.
4. Inform Manager about the breakage.
5. Tie soiled linen.
6. Clean linen hamper.
7. Shut down operating machinery.
8.

Clean operating machinery.

9. Wipe down pantry area.

10. Refill the side station (including salt and pepper).
11. Clean the menu.
12. Clean the hostess desk.
13. Clean the reservation book.
14. Clean the telephone.
15. Lock the hostess desk.
16. Put sale money in an envelope.
17. Take the sale print out.
18. Fill in the logbook.
19. Deposit closed checks and cashiers report in front office.
20. Deposit bank in the Front Office.
21. Clean the bar.
22. Clean the beverage menu.
23. Make the requisition.
24. Refill the bar.
25. Lock the bar.
26. Forward the telephone.
27. Switch off light and AC
28. Lock the restaurant.
29. Drop the reservation book to the grand caf.
30. Deposit the key to the security, in uniform.

Service Sequence
1. Greet the Guest according to the time of the day.
2. Check for his table preference and name.
3. Seat the guest.
4. Present the face towels & ashtray if required.
5. Offer condiments and clear the wine menu.
6. Present the beverage and the wine menu.
7. Take the drink and wine order.
8. Present the food menu and explain the specials.
9. Do the beverage and water service.

10. Take the food order and suggest the wine.

11. Serve the starters.
12. Check for satisfactions.
13. Clear the starter plates.
14. Relay the cutlery and place the main course chutneys.
15. Serve the main course and for repeat drink or serve wine as
required.
16. Check for satisfactions.
17. Clear the main course plate and condiments.]
18. Serve the toothpick and face towel.
19. Crumb the table if required.
20. Change ashtray regularly as per standard (one bud).
21. Present the dessert menu.
22. Take the dessert order.
23. Relay the cutlery.
24. Serve the dessert.
25. Clear the dessert plate.
26. Present the post meal drink menu.
27. Serve the drink.
28. Serve the digestive (aniseed).
29. Present the check.

30. Settle the check.

Room Service
For your personal convenience, 24-hour in-room dining is
available. Enjoy specially prepared culinary creations in the
privacy of your own room.

Conference Packages
Meeting room set-up classroom, theatre, Ushape, hollow square
Meeting amenities meeting pads and pencils,
bottled water and candies
Audio-visual equipment - complimentary use of
one overhead slide projector, flip chart,
whiteboard
Morning coffee break includes freshly brewed
coffee, tea served with morning bakeries
Luncheon - choice of Indian, Western set or

buffet menu
Afternoon coffee break - freshly brewed coffee,
tea with pastries and savories selections
Meeting Concierge - a banquet butler is
assigned to be of service throughout the event

Executive Package
All-day coffee / tea service freshly brewed
coffee, tea upon arrival and served throughout
the conference
Meeting room set-up classroom, theatre, Ushape, hollow square
Meeting amenities meeting pads and pencils,
bottled water and candies
Audio-visual equipment - complimentary use of
one overhead slide projector, flip chart,
whiteboard
Morning coffee break - includes freshly brewed
coffee, tea served with morning bakeries
Luncheon choice of Indian, Western set or
buffet menu

 Afternoon coffee break - choice of theme coffee

break
Meeting Concierge - a banquet butler is
assigned to be of service throughout the event

Audio-Visual Facilities
Television
Video Cassette Recorder
Overhead Projector
Video Compact Disc Player
Digital Video Disc Player
Slide Projector
LCD Projector

OBJECTIVE OF FOOD & BEVERAGE

CONTROL
Many different approaches have been taken over the year in an
effort to control food and beverage costs. However, the objective
has always been the same to keep cross in line with what they
should without sacrificing the quality or quantity of the food
which goes to the customer.
There are underlying principles, which must be followed in
the design and installation of control procedure. The first aim in
this respect is to create a series of related routines. The
procedure

should

be

practical,

useful

means

of

aiding

management in avoiding excessive cost and they should be

designed so their effective use will permit all activities to be
performed in the best possible manner at the lowest possible
cost.

PURCHASING, RECEIVING, STORING AND ISSUING

The activities of food purchasing, receiving, storing, and issuing
represent the firs step in the flow of cost.
PURCHASE
The purchase man does effective jobs of buying the right
materials at right time and for the right price. There must be a
constant follow-up and evaluation by the F & B controls of all
aspects of purchasing procedures in order to ensure continuous
adherence to establish polices and procedures like:
Market surveys.
Comparing prices with friendly competitors buying like materials.
Examine the materials on hand.

RECEIVING

The primary objective in receiving is to obtain the quality and

quantity of the materials order at the quoted price. The individual
at receiving should have a through knowledge of the standard
purchase specifications established by his employer.
F& B control should make periodic, unannounced check on
receiving procedures. The material that has been accepted
should be evaluated against the companys standard purchase
specifications. Spot checks of the count of those items purchased
by size should be made. These periodic spot checks are made to
evaluate the performance of the receiving managers work

STORING
The primary objective in storing is to maintain adequate stocks of
materials with minimum loss through theft and spoilage. F & B
controls must make follow up checks of the storage facilities. The
F&B controller should make spot checks of the articles, the
storage methods, and the storage temperatures. Immediate
corrective action should be taken whenever there is a deviation
from the established standard operating procedures.
ISSUING

The objectives of issuing are:

To ensure the proper authorization for the release of the articles.
To account properly of each days issues.
The usual method of ensuring control over the materials issued is
to require a requisition, prepared and signed by an authorized
person. The requisition, presented to the store in-charge should
indicate the item, unit and quantity of each item desired. It should
be duly signed, whose signature is in the file in the store room
area for verification purpose.

REGISTERS MAINTAINED
Pending chalaan register
Log book
Cards albums with party names
Gate pass returnable file
Materials in and non returnable gate pass file
Purchase order (engineering and general)
Amendment file
Receiving rejection report
Rejection items (food/engineering/other)
Leave record register.
Correspondence file.
Daily market list file.
Daily flowers receiving register.
Municipal Corporation of Delhi slaughterhouse certificates file.
Products self life file.
Old duplicate chalaan file.
Store room requisition book.
Short supply advice book.
Purchase requisition book.

FOOD PRODUCTION
Food production is one of the major revenue producing
departments of the Hotel. it aids the food beverage service
department. Though it does not come in contact with the guests
directly they play an important role toiling behind the scenes. It is
a highly labor oriented department as it requires hard work and
skill. Cost control and portioning is an important aspect to be
maintained by the chefs and this is audited and supervised by the
corporate chef.

DEPARTMENT GOALS AND

OBJECTIVES:
The main aim of the kitchen is to produce good food which means
both quality and taste of the food are according to the guests
taste which will earn good name for hotel, thus helping the outlets
to have more business.

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

trying to minimize the wastage, getting to decrease the food cost
and earn maximum revenue.

JOB DESCRIPTIONS:
EXECUTIVE CHEF
He holds the entire responsibility of the food production
department.
He looks after the quality and quantity of food served to
the guests good.
He plans the menu of different outlets in consultation with
F&B manager and the manager of the concerned outlets.
He indents for the raw material required for food
production department.
He also takes care of cost control and portion control as
well as checks pilferage.
Any kitchen equipment if to were purchased is indented by
him and sees to it that best quality equipment is bought.
He is responsible for having training the staff.
He does standardization of recipe for the hotel.

EXECUTIVE SOUS CHEF

He is responsible to executive chef and takes his place in his
absence.
He helps the executive chef in his duties.
Supervision is his job and thus he supervises the whole
kitchen brigade.
He makes duty roasters.
In case of emergency and special orders he makes order
also.

SOUS CHEF
He supervises and checks the proper functioning of his area.
Handles major orders and in case of emergency reports to
executive soups chef.

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

as an abhorrer also.
Checks the food before it is picked up.
Sees to it that every order is picked up in time.
Checks pilferage.

DEMI-CHEF
He carries out actual work of making orders and food items.
Takes place of chef de partie in his absence.
He organizes and supervises his team of commies and
helpers.

Commies
Making orders.
They carry out requisition of stores and supplies.

APPRENTICES / TRAINEE
They help in mis en place and try to learn how different
dishes are made.

HELPERS
They come of kitchen stewarding and are responsible for
cleanliness of kitchen area, equipments and utensils.

THE KITCHEN SUBDIVISIONS

In the hotel, they use the decentralized system of kitchen
functioning though in some places centralized system is used.
The main sections of the food production department are:
1. MAIN KITCHEN: This section of the kitchen is divided into 3
sub section as

following:

a. Soup Section
b. Hot Range (continental)
c. Indian Kitchen
This section mainly serves to outlets as room service,
La Rochelle, Coffee shop, Banquets.
2. GARDEMANGER: This section deals with the cold meat and
food for the department. It serves to all the outlets of the hotel
such as Butlers Pantry, Room Service, Coffee Shop, La Kuchina,
other sections of the kitchen etc. It is a decentralized kitchen

working 24 HRS.
3. BAKERY: This is the section of the kitchen working
continuously and producing high quality Cakes, Pastries,
Desserts, Breads rolls etc. It is a decentralized kitchen working 24
HRS.
4. BUTCHERY: Butchery in hotel terminology is also called "Meat
Fabrication" as it is involved in changing the form of meat, poultry,
fish etc. from unclean and large chunks to clean and appropriate
sizes as required for various purposes.
5. COFFEE SHOP KITCHEN: This kitchen serves all the
continental dishes on the menu 24 hrs- a day.
6. SPECIALTY KITCHENS: These are the kitchen solely working
for the restaurants they are attached to. These kitchens produce
only the type of cuisine offered by the restaurants. The kitchens
work on break shift basis except for North West Frontier cuisine
kitchen as it involves a great deal of cooking over a long period of
time.

INDIAN KITCHEN
Tandoor Section: This section is responsible for the preparation
of the all Tandoor items. Its basic function of the morning includes
supply of breads to La Kuchina.
Halwai Section: This section is involved in the preparation -of all
Indian sweets whether hot or cold. All the dishes are prepared by
the Halwai for a la carte menu as well as banquet parties and
kept in the cold storage under lock and key.

BAKERY
The bakery consists of a twin room enclosure called the
confectionery and the bakery (The place where all the baking is
done) with its own walk-in and deep freeze. It is the place where
the preparation of Cakes, Breads, Pastries, and Tarts etc takes
place. It provides a large variety of desserts and beverages for
the benefit of the guest. It is a guests delight to be in the outlet
which brings into combination one of the best products with the
hospitality of the staff at work. The bakery provides service to
Coffee shop, Room service, La Kuchina, Butler pantry, Banquets,
Pastry shop & all specialty kitchens.

OBSERVATIONS:
The bakery is divided into a baking room, pastry area, puff area,
and a Gateau area.
It also has an ad ascent chocolate room for chocolates and
pralines. Cakes of various types including special orders with
written messages are prepared here.
All the breads, pastries, muffins etc are prepared in the night.
The bakery section has various types of imported flours required
for breads.
The bakery has its own pot wash.
Each bread and pastry has a set decor and its picture is set up to
get required shape.
The bakerys cold storage is used to store perishable items like
the dough, prepared pastries, cream, milk, butter etc.
The deep freezer is used to store hotel-made ice-creams,
mousses, etc.
The oven has hot air jets and is of rotator rack- type.
The general basis of requisition in the bakery is that; generally the
stores for one- two days is taken in advance.
Hard liqueurs like rum, tequila, whisky, etc are also used to add
flavors to some of the preparations.

The Puff Section consists of a big rolling machine to roll out the
dough. The dough may be needed for Danish pastries, pralines,
savory dough, flan dough, beaches, volt au vents or cheese sticks
etc.
Out of these, they are molded into tarts or botches or volt au
vents, filled in with choice fillings and sent up for sale.

DUTIES AND RESPONSIBILITIES

MORNING SHIFT:
1.

Pick Lip the stores and store them at required places.

2.

Prepare Cakes, Desserts, Savory, Pies etc for different

outlets.

3.

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

4.

Prepare desserts for Banquet functions.

5.

Prepare fresh rolls for use during lunch times.

6.

Prepare pizza dough.

7.

Prepare food Stuff for the pastry shop.

AFTERNOON SHIFT:
Takes handover from shift for any balance of stores.

Prepare various types of cookies and breads like Hard Bread,

Vienna Bread, and Burly Bread.
Prepare sponge Cakes, Pastry sheets, Pralines; butter Cream,
Gnash, creams etc.
Handle orders of desserts.
Prepare desserts & savory pies for evening in restaurants.
Handle orders of Cakes from pastry shop.
Take the handover of items after closure of Pastry shop.
NIGHT SHIFT:
The basic duty of the shift is to prepare various breakfast rolls for
the morning.
It also does cleaning of the bakery equipment
RECEIVING AND STORAGE:
Since the bakery deals with the products having Cream, Butter
etc. which are highly susceptible to spoilage, thus there should be
proper storage of such items.
Also, on receiving of the items from the stores the quality and
quantity should be checked. The first in first out technique is to
be followed.

CONTINENTAL KITCHEN:
As the name clearly indicates, it is responsible for the preparation
of all continental dishes and their service to outlets such as La
Kuchina, Room service and the banquets. This section is divided
into 2 parts.
1.

Soup Section.

2.

Hot Range.

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

for all banquet functions and restaurants. The section has one
chef working, who prepares all the soups. Everyday about 7-8
soups are prepared excluding the party soups and the quantity
produced is 150 cups of each soup daily. This section also
prepares stocks of different type for use in soup section as well in
any other part of kitchen as required. The section gets the raw
materials en daily requisition basis to stores and butchery. The
soup prepared everyday includes
Mulligatawny Soup, Cream of Tomato Soup
Tomato Shorba Soup, Cream of Leafy Spinach Soup
Cream of Mushroom Soup and Seasonal Soups

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

preparation of food for the restaurant buffets in the morning and a
la carte menu to the restaurants in the evening. It is further
divided into the following.
Vegetable section
Grill section
range section
Saucier section
Pantry section
IMPORTANT OBSERVATIONS:
The number of people working in each shift is five.
Each order is the combination of all four sections (saucier, range,
pantry and grill).The chef has to combine and co-ordinate the four
to give end result and optimum efficiency.
The fish generally goes with lemon butter sauce (L.B.S)
There is an extensive use of wines in sauce.
The plates are kept in hot oven to keep them hot while serving the
dish.
There is a hot light counter to keep the dish hot till pick-up is

done.
The pick up is according to the course of the meal and is swift.
Quite a few ingredients are imported.
The grilling is of three stages- medium done, rare done & well
done.
Pasta dishes are preferred more saucy amongst Americans and
driest amongst Europeans. Indians prefer it spicy
Pasta is mostly prepared in olive oil
The continental section also has a microwave to instant orders..
Complaints are very less and are handled by the chef.
Baked potato is provided as an accompaniment in various grill
dishes.
The chef is responsible to set the-dishes in platter and to ensure
that it looks good and palatable.
The staff works with a very strong team spirit and there is healthy
coordination between the various sub-sections.

GARDEMANGER
The Garde Manger or the Cold Kitchen is the place where all
carvings and displays are carried out. Here the staff is skillful and
the work done is very different from the other Kitchens.

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

decorative and fancy manner are done to improve the image and
the standard of the hotel. Fancy carvings and decorative displays
are always liked by the guests.
The total strength of the kitchen comprises of 7 people. The
Garde Manger is a small kitchen with one walk-in cooler and one
traulsen. It is located right beside the Pastry Kitchen and is not far
from the Main Kitchen. Here the items and displays would be
made according to the party sheet. It mainly caters to parties and
buffets.
Duties and Responsibilities:
Pick up the stores,
Open and set the kitchen for function.
Cross check the function prospects.
Prepare the salads for buffets in coffee shop and La Rochelle.
Prepare cold meat platters, canap platters for outlets.
Prepare dressing and garnishes for the salad buffets.
Peeling of sweet lime and taking out the juice for La Rochelle
lunch.
Preparing for next days breakfast fruit platters.

Other related functions:

1. It prepares classical canap6s for the banquet functions.
2. It also carries out Ice carving and pumpkin carving etc.
DISPLAY MATERIAL:
Garde manager is an innovative image creator for the hotel and
thus there are various materials used for display of products.
Some of them are as follows:
1. Marble tops
2. Mirrors with wooden beadings of very thin thickness.
Silver platters covered with jelly or has no direct contact with
Fruits, vegetables etc.
3. Glass /ceramic bowls.
STANDARD PRACTICES:
Since the Garde Manger section deals with highly perishable
products, there are some points to be kept in mind while working,
in this section, these are is follows:

The products used should be fresh as possible.

Salads should be prepared close to pick up time to ensure
freshness.
The dressings and garnishes should be prepared freshly and
accordingly.

KITCHEN MANAGEMENT
To manage the kitchen, the Executive Chef / Chef de Cuisine,
should have a sound practical knowledge and have the ability to
organize labor and delegate the responsibility to the staff who
communicate well. The maintenance and cleaning of the
machines is his responsibility. Labor saving automatic machines
is replacing the manually operated ones. The people handling the
machines should be able to follow the correct procedure of
assembling, using and cleaning. Safety precautions should be
observed. Certain factors such as budgeting contract, portion
contract, cost contract, proper purchasing, contract of production
and service, control of waste etc. plays an important part in
managing the kitchens.

STORE CONTROL AND FOOD CONTROL

Food control begins when the orders are placed; it ends when the
ultimate cash taking are banked.
The stores are placed close to the preparation area. Basic is a
smooth flow from stores, to preparation to cooking, to serve to the
restaurant and then back to the wash up. So there is a need to
provide storage space that is appropriate to the size of the
kitchen.
The function of the stores is to receive check, store carefully,
issue goods as required against the requisition properly
authorized, strict control must be exercised as it provides cost
figures and assist in future budgeting. It is essential to check all
incoming supplies for quality, weight and price. Supplies received
should be promptly taken into stock, non-perishables go into dry
store, perishable items to be stored in cold rooms, freezers etc.
Records should be kept to show the stock of each commodity
received, issued and on hand, with dates of receipt and issue so
that any time the management can check the accuracy of the
report.

PURCHASE, RECEIVING AND STORAGE

For any food based operation are purchase and receiving are
many important part of the entire system. This is due to the
reason that if the goods were not purchased according to the
specification, it would result in blocking or loss of money. Also if
the purchased goods are not received properly and stored then
also it would lead to a loss for the organization. For the purchase
of items, the Executive Chef writes a request to the purchase
manager who selects the buyer and after approval form the chef
and controls department about quality and quantity, purchase
orders is made and give to supplier. Once the goods arrive in the
hotel premises, the receiving manager before acknowledging
delivery of goods calls on the concerned chef for quality check.
This then goes to the store, which receives the quantity
depending upon, the food control sheet as given by the
storekeeper on the previous day. The store then issues the items
to the kitchen and butchery items after cleaning, against the
requisition made by the various kitchens. The butchery items are
packed in bags and are stamped for quantity, date, and name of
item for the efficient use and follow up of FIFO technique.

EQUIPMENT IN RECEIVING AREA:

Weighing machine
Testing chemicals & equipments
Long working plastic tables.
STORAGE TECHNIQUES:
Storage of received goods is very important because it results in
less spoilage, good shelf life etc.
For storage of goods it is divided into 3 sections:
DRY STORE: This houses all the grocery items for issue. The
items are issued against requisition. All the items are store on
racks to allow easy access, proper cleaning and easy inventory.

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

eggs etc. This is done in a cold storage where the items are
stored in separate baskets on shelves. The temperature is about
40 C to 110C.
BUTCHERY: This is the house of all the meat, poultry, and fish
items. The items are stored in packets that are duly stamped.
The items are stored in cold storage having a temperature of

about 80C 110C and the frozen foods is stored in the deep
freezer having a temperature of about - 10C.
INTER DEPARTMENTAL RELATIONSHIP
The Kitchen has a direct relationship with the following
departments:
F & B outlets
It has been already discussed how the kitchen is related to the
F&B outlets. (The outlets sell what the kitchen provides) the
intimate relationship makes the earning & maximization objective
of the F & B department, a reality.
Kitchen Stewarding
Stewarding serves the kitchen in the following ways:
Cleaning of kitchen areas thus ensuring proper hygienic
standards.
Cleaning kitchen utensils.
Reporting possible faults in kitchen area & machinery to the

Engineering and maintenance department.

HUMAN
RESOURCES

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

The efficiency of the man is directly proportional to the efficiency
of machine. The importance of the Human Resource cannot be
underlined hence there has been a concern for the effective
management of Human Resources.
The focus of Personnel Management is on people at work. It
is indeed a wide area and covers a broad spectrum of activities.
Some of these are individual oriented like motivation and
satisfaction. Some are organization oriented life proper selections
and

job

standards.

The

increasing

competition

among

organizations makes it necessary to have an integrated approach

towards Human Resources Management (HRM) and corporate
strategy.
Hence Human resource management (strategy) must be
given due importance in Organizational Strategy Formulation.
However, whether an organization is able to achieve its goals or
not depends on the people in it. Commitment from its employers
is a must. Therefore Human Resource Strategy should have an
impact on and be assimilated in the Corporate Planning Process.
Unlike other Organization, the importance of Personnel
Department in the Hotel Industry is magnified by the fact that it

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

hotel, the personal department should focus all its efforts in
improving the human resources from all the angles and have the
man groomed and polished to the standard of the industry. The
hospitality or the service offered by the employers, of the hotel to
the customer would have a direct bearing on the perceived image
of the hotel in the customers mind.
Started

differently,

the

efficiency

of

the

Personnel

Department would determine the quality of the staff and, thereby

the service.
Organizations have realized the importance of the Personnel
Department, as human resources have become increasingly vital
sources of the organization.
Line managers especially face various problems which are
more complex and requires expertise and time. This has created
among others, the need for specialized personnel managers. As
new employment laws and regulations are passed, individuals are
who

can

interpret

them

and

develop

programs,

ensure

specialist

service

compliance.
The

Personnel

Department

is

department concerned with formulating and introducing schemes,

maintaining parity in the implementation of schemes, monitoring
the progress of schemes, and modifying or introducing new

schemes, The personnel department would need to identify the

critical

problem

areas

with

respect

to

"people"

and

accomplishment of organization tasks and goals, and suggest

innovation or creative approaches to solve problems, particularly
in area like Organization Structure, work allocation and design,
attracting, retaining and controlling people. The Personnel
Function is not a buffer, a third force between Management and
the Union but very much a Managerial Function. Clearly then, the
role for the personnel department is that of a service unit, to
provide inputs & accomplish goals.
The personnel area being a sensitive one, with possible
repercussion on individual careers, union-management relations
and litigation, Managerial action needs to be fed back to the
Personnel Department or in some cases, advice brought before
any action is taken.
Any strict demarcation between Staff and Line roles become
difficult in the context of present day business organizations.
Some times there is even role switching, in a training situation, for
instance, the Personnel or Training Officer might determine the
organization and content of a training program while the Line
Manager supplies the necessary inputs for its organization.

AN OVERVIEW OF PERSONNEL FUNCTIONS IN

HOTEL
INDUSTRY
Manpower Planning and Budgeting
Manpower planning is an effort to anticipate future business and
environmental demands of an organization to provide qualified
people to fulfill that business and these demands.
Input into Human Resource Planning Process.

Analysis of existing Human Resource

Forecast of future Human Resource need

Implementation of Human Resource Plan

Evaluation and Redesign of the Human Resource Plan.

RECRUITMENT
Recruitment so the process of seeking out and attempting to
attract individuals in external labor markets, who are capable of
and interested in filling available job vacancies. Recruitment is an
intermediate activity whose primary function is to serve as a link
between Human Resource Planning on the one hand and
selection on the other.

Sources of Recruitment
i)

Internal sources- Relate to the existing working force of on

enterprise - Promotion, Transfer, Data Bank etc.

ii)

External sources-Relate to employment exchange,

advertisement, colleges, institutes ECT.

SELECTION AND PLACEMENT

Selection and Placement form a crucial manpower function.
These terms are and separate phases in staffing.
Selection means rejection of candidates for a position and it is
considered as a negative process. On the other hand, Placement
is viewed as a positive process involving filling positions with the
most suitable candidates. Selection Standards and Personal
Qualities of a candidate determine whether or not he is to be
placed on a job. Selection standards are adjusted to the needs of
the Organization and Labor Market Situations.
STEPS IN SELECTION PROCESS
Although selection procedure changes from one organisation to
another in terms of size, industry, location and scalar levels of

jobs being filled, the selection process depends upon effective job
analysis and recruitment.
Steps in Selection
i)

Preliminary Screening of Application

ii)

Review of Application Blank

iii)

Checking References

iv)

Physical Examination

v)

Psychological Testing

vi)

Employment Interview

vii) Evaluation of Programs

INDUCTION:
Induction is for all the new employees to ensure that the help that
is needed to get good start. The Personnel Manager gives the
induction to the employee on the first day of the job. The
employee is given the full round of the hotel and is introduced to
the different departments in the hotel.

PERFORMANANCE APPRAISAL
It has many facets. It is an exercise in observation and judgment,
it is a feedback process, and it is an organization intervention.
Performance Appraisal is a measurement process as well as an
emotional process. While it is fairly easy to pre describe how the
process should work, descriptions of how it actually works in
practice are rather discouraging.
Functions and objectives of Performance appraisal:
i)

It seeks to provide on adequate feedback to each individual

on his/her performance.

ii)

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

behavior towards more effective working habits.

iii)

It aims at providing data to managers with whom they may

judge future job assignments and compensation.

TRAINING AND DEVELOPMENT

Training is the systematic modification of behavior through
learning, which occurs as a result of education, instruction,
and development and planned experience.
Training needs exists when there is a gap between the
present performance of employee or group of employees and the
desired performance.
The existence of this gap can be determined on the basis of
skill analysis involving 5 steps:
i) Analysis & determination of the major requirements of the
specific job.
ii) Identification of the tasks needed to be accomplished to meet
the job requirements.
iii) Understanding of the procedures needed to accomplish each
of the job requirements.
iv) Analysis of the knowledge and skills needed to accomplish the
procedures.
v)Identification of any special problems of the job and analysis of
any particle skill needed to meet the problem.

JOB CHARGES: TRANSFERS & PROMOTIONS

Transfer- It refers to a horizontal or lateral movement of an
employee from one job to another in the same organisation
without any significant change in status or pay.
Promotion- It refers to advancement of an employee to a higher
position carrying greater responsibilities, higher status and better
salary.
INDUSTRIAL RELATIONS
A company should establish policies about character of Union
Relations. It includes disciplinary action taken by the management
in order to increase productivity of the workers. It also includes
liaison with the government office with respect to the Labor Laws.
WELFARE FACILITIES
MEDICAL CARE
Every employee is eligible to consult the in-house medical officer
free of charge in the medical room at specified hours. During duty
hours, if any employee falls ill and wishes to seek medical
attention, he must first inform his Department head before
proceeding to the doctor. On recommendation of the Department

Head/Personnel Manager, when necessary the medical officer

may visit the employee at his residence.
1. MEDICAL REIMBURSEMENT
Applicable to those employees not covered under ESI. Their onemonth's basic salary is reimbursed in a financial year (Apr-Mar).
They have to submit cash memos and receipts. Beside this there
is a provision for hospitalization.
Schemes framed by the Organization are:
Domesticating subject to maximum of one month basic.
Hospitalization: Subject to maximum of Basic salary as mentioned
below:
This facility of hospitalization is provided to the family of the
employee, which includes spouse, children and dependent
parents.
2. LEAVE TRAVELLING ALLOWANCE
Employee's one month's basic salary is credited on completion of
one year's service and is given to him in the form of Leave
Travelling Allowance.

3. CANTEEN
Meal is served on very subsidized rate for the employees on
employee is given 3 breaks of total one hour among which half an
hour is for dinner or lunch and two 15 minutes tea break
4. TRAVELLING ALLOWANCE
This allowance is given to those employees whose salary is
Rs.600
5. HOUSE LOAN
The hotel provides house loan to its employees on very nominal
rate of interest
6. LOCKERS FACILITY
Every uniformed employee will be provided with locker for his
uniform and personal belongings. It is the responsibility of the
employee to keep the locker allotted to him clean and tidy.

7. UNIFORM & LAUNDRY FACILITY

Where an employee is required to wear uniforms, such uniform
shall be supplied and laundered by the hotel. This facility is free of
charge but the employees have to take proper care and avoid
misuse of the uniforms. Uniforms must not be worn outside the
hotel unless specified duties require this.
Upon leaving the service of the company, uniforms must be
handed to the House Keeping department.
8. WEEKLY OFF DAY
Every employee is entitled to one rest day a week. The weekly
rest day is to be scheduled by the Department Head concerned
before the beginning of each week. Should any employee be
required to work on his rest day, he would be given a
compensatory day off in lieu of the day worked.

HUMAN RESOURCE DEVELOPMENT

Human resource management is really the management of
personnel at work. It has been differently defined by different
authorities. The essence of all definitions is that
personnel/human resource
planning, organizing and

management is the science

controlling the

the
of

various operative

function of procuring, developing, maintaining and utilizing the

labor force for the purpose of contributing a lot towards the
accomplishment of the major goal of the organization. It is, in this
way, a branch of general management which deals with the
people at work broadly, it defines the relationship between (i)
employer and employee.
The features of Human resource management are:
1 Specialized branch of general management
2 Management of human resources
3 A pervasive function
4 Management of employees as an individual and as a group
5 Development of employees
6 A technique of thinking
7 Based on principle

HRM AND ITS FUNCTIONS

Managerial functions
General management and personnel management are one and
the same. Basic managerial functions- planning organizing
direction and controlling are common to all managers including
personnel or human resource managers and are performed by all
of them. Following are the managerial functions of human
resource management.
1. Planning -The planning functions of human resource
department pertains the steps taken in determining in
advance personnel requirements, personnel programmes,
policies etc. etc. After determini8ng how many and what
means to motivate them.
2. Organization - Under organization, the human resource
manager has to organize the operative functions by
designing structure of relationship among jobs, personnel
and physical factors in such a way so as to have maximum
contribution towards organizational objectives. In this way
a personnel manager performs

following

functions.(a).

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

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

of work of individual with that of the department.
3. Directing- Directing is concerned with initiation of organized
action and stimulating the people to work the personnel
manage directs the activity of people of the organization to
get its functions performed properly. A personnel manager
guides and motivates the staff of the organization to follow
the path laid down in advance.
4. Controlling - Controlling is concerned with the regulation of
the activities in accordance with the plans. Controlling
completes the managerial. Cycle and lead back to planning.
Through direct observation, direct supervision, as well as
reports, records and audit, personnel manager assures
himself that the activities are being carried out in accordance
with the plans. Controlling also help the personnel manager
to evaluate the performance of the human resource
department in doing various operative functions.
(B) Operative Functions
Operative functions are those functions, which are entrusted to
the human resource department.

Such functions are of the

routine nature. There are concerned with procurement,

development compensation integration and maintenance of the
personnel of the organization. Following are the important

operative

functions

of

personnel

or

human

resource

department.
1. Procurement of Personnel - it is the first operative function of
Human Resource Management It is concerned with the number
of people necessary to accomplish Organizational goals .It
Includes following sub functions
a) Determination of Manpower requirements
b) Job -analysis and job grading
c) Determining the nature and sources o recruitment;
d) Selected of employees
e) Placement and induction
2. Development and Training of personnel - After the placement
of employees on various jobs the next function of the human
resource management is to give them training and to develop
them to get their work efficiently. The personnel department
devises and runs the appropriate training program for
developing the necessary skills among the personnel.
1. Remuneration-

Another

function

of

human

resource

management is concerned with the determination of wages and

salaries policy and levels. The personnel or human resource
manager has to consider various factors while fixing the

remuneration, basic needs requirements of the job, legal

provision financial capacity of the firm, firm, wage-level of
competitors, performance rating etc.
4 Integration or Human Relations - The maintenance

and

promotion of harmonious relations between employees and

management is a function of personnel or human resource
department. The personnel department has to ensure a
organization. The

personnel manager must provide an

efficient system of communication. He should be in touch

with the grievances of the people at work and try to remove
them. In all circumstances , he should try should try to
maintain proper discipline in the organization.
5 Maintenance of Personnel - Maintenance

of personnel

means to keep the workers engaged on the work with good

health

and

with full loyalty

organization . This

to their

jobs and

to the

functions involves provisions of better

working conditions and labor

welfare activities

medical benefits , housing facilities

facilities rest rooms etc.
HRM MODEL

canteens

such

as

recreational

Training and Development - Focus is on identifying and

assessing Union/labor Relation Focus: Assigning healthy
union/organization

relationship.

Organization

Development

Focus : assessing healthy inter relationship as bell as intra

Employee

Assistance Focus : Providing personal problem

solving, canceling to individual employees - Quality of work life

- Productivity -

Organization/Job

Readiness to change

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

organisedComponsation and Benefit Focus : Assessing
compensation and benefits

Human Resource Planning :

Determining the origins major HRM needs strategies and

policiesPersonnel research and information systems Focus :
assuring a personnel information base Selection and Staffing :
Focus : Matching people and their career needs and capabilities
with
From

join
the

above

and
introduction

career
about

management, it has been pretty clear

Human

path
Resource

that how important is

human resource and its allocation. Again it depends on human

resource planning. So the next question which arises is what is
Human Resource Planning?
HUMAN RESOURCE PLANNING

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

Resource Management.
Human Resource Planning is the process by which an
organization ensures that it has right number of people, right kind
of people, at the right places, at the right time, capable of the right
places, at the right time, capable of effectively and efficiently
completing those tasks which will help the organization to achieve
its overall objectives as well as goals. Human Resource Planning
then, translation the organizations objectives and plans into the
number of workers needed to meet those objectives. Without
clear cut planning, estimation of organization's human resource
need is reduced to more guesswork.