Project File

A PROJECT
REPORT ON
OPERATIONAL ASPECT OF HOLIDAYINN HOTEL,
AMRITSAR
OPERATIONAL
ASPECT OF
HOLIDAYINN
HOTEL
AMRITSAR
Submitted in
Partial
Fulfilment of
the
Requirement
of the award
of Degree of 3
years in
Bachelor of
HOTEL
MANAGEMENT
& CATERING
TECHNOLOGY
BY
RAVINDER
SINGH
REG. NO.
1448945
UNDER THE
SUPERVISION
OF
MISS
GURJINDER
KAUR, MISS
SANDEEP
KAUR
1
&
AMRITSAR
NAME OF THE STUDENT

RAVINDER SINGH
REG. NO. 1448945
SIGNATURE OF THE FACILITY GUIDE

DATE:-..
SIGNATURE OF THE H.O.D.

DATE:-.
SIGNATURE OF THE PRINCIPAL

DATE:-..
SHAEED UDHAM SINGH COLLEGE OF TECHNOLOGY

NIZAMPUR, KAPURTHALa
CERTIFICATE BY THE GUIDE
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AMRITSAR
It has been certified that this project report which is

titled as operational aspect of holiday inn hotel,
Amritsar based on the original project study and
internal training conducted by ravinder Singh under
guidance of hotel staff and his teachers. This is not
formed by the basis for the reward of any other degree
by Ptu University or any other university.
Place: Amritsar
Date:..
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AMRITSAR
Acknowledgement
I have taken efforts in this project. However, it would not have been
possible without the kind support and help of many individuals and
organizations.
I would like to extend my sincere thanks to all of them. I am highly
indebted to Miss Gurjinder Kaur for their guidance and constant
supervision as well as for providing necessary information regarding the
project & also for their support in completing the project.

I would like to express my gratitude towards my parents & member of
HOLIDAYINN HOTEL for their kind co-operation and encouragement which
help me in completion of this project.

I would like to express my special gratitude and thanks to industry
persons for giving me such attention and time.

My thanks and appreciations also go to my colleague in developing the
project and people who have willingly helped me out with their abilities.
I EXTEND MY SINCERE TO THE STAFF OF HOTEL HOLIFDAY INN, AMRITSAR
FOR THEIR CONSTANT OPERATION ENCOURAGEMENT IN PER SOLVING MY
PROJECT WORK. EVEN FOR THEIR KIND HELP IN PROVIDING VALUABLE
DATA FOR DOING THIS PROJECT WORK WITHOUT ANY BARRIER.
SYNOPSIS
This project has done to fulfil the requirement of the PTU for the
completion of 3rd year of B.SC. HOTEL MANAGEMENT & CATERING
TECHNOLOGY.
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AMRITSAR
I have trained in HOTEL HOLIDAYINN, AMRITSAR. This project is based on

all that I have learnt there in 22 weeks.
I got training in all the different departments of the hotel and the way
things in which we are working including a set of standard procedure
which is followed in the hotel industry.
The four major departments of the hotel are :
Food and Beverage Production
Food and Beverage Service
Housekeeping
Front Office
It also include a sub-department of Housekeeping in which I got a training
which is
Laundry
The different departments faced different problems along with the

proposed solution for the departments are also put down.
This project helped me to put down the entire training experience in

particular check the extend to with I learnt about the operation during
training.
DECLARATION
I RAVINDER SINGH HEREBY DECLARE THAT THIS PROJECT TITLE
OPERATIONAL ASPECT OF HOLIDAYINN HOTEL, AMRITSAR IS BASED ON
THE ORIGINAL PERFECT STUDY BASED ON OUR THEORY, INDUSTRIAL
TRAINING CONDUCTED UNDER THE GUIDANCE OF MISS GURJINDER
KAUR
THIS HAS NOT BEEN SUBMITTED EARLIER FOR THE REWARD FROM ANY
OTHER UNIVERSITY OR INSTITUTION.
PLACE:
DATE:..
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AMRITSAR
RAVINDER SINGH
S.NO. TITLE PAGE NO. REMARKS

1 INTRODUCTION 8-17
2 PROFILE OF THE PLACE 18-21
3 OVERVIEW OF THE HOTEL 22-31
4 NEAR BY ATTRACTIONS 32-36
5 PLACES FOR MALLRATS AND FOODIES 37-41
6 DETAILED OPERATION OF THE DEPARTMENTS 42-51
7 OPERATIONAL PROBLEMS OBSERVED & 52-58
SOLUTIONS
8 CONCLUSION 59-61
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CHAPTER -
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INTRODUC
TION
INTRODUCTION
DEFINATION:
A commercial establishment providing lodging, meals, and other guest
services.
In general, to be called a hotel, an establishment must have a minimum of
six letting bedrooms, at least three of which must have attached (ensuite)
private bathroom facilities. Although hotels are classified into 'Star'
categories (1-Star to 5-Star), there is no standard method of assigning
these ratings, and compliance with customary requirements is voluntary.
ORIGIN:
An outgrowth of mans urged to travel, roads used by merchants and
couriers. Believed started 12,000 years ago. Concept of Hospitality started
in Greece, ancient Rome and Biblical times. 6th century B.C.
(establishment of money). 7th and 8th centuries Monasteries provided
Hospitality.
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1.In Florence(Italy) 1282It was believed a rest house was built here.
2.Paris (1312)Inns of self-service styled started.
3.Pascal (1650)Caf and Coffee house were opened by him in Paris and
London.
4.Industrial Revolution (1750-1820)English inns developed around London-
finest in the world.
GROWTH OF ORGANIZED HOTEL INDUSTRY
First Hotel building was City Hotel in New York in1794.

Tremont House- A first class hotel made in Boston in 1829.
In 1839 first Railway Hotel was made by London and Birmingham.
By the end of 19th Century in 1880 one of the best hotels in London was
Bristol.
Many other elegant hotels like Waldorf Astoria, in New York, Denvels
Brown Palace, San Francisco Palace etc. were made.
HOTEL DEVELOPMENT IN INDIA
Musafir Khanas and Sarais were developed during Mughal period. Sarais
started inns and western style hotels with the coming of Britishers in
important cities like Calcutta and Bombay.
TAJ GROUP OF HOTELS
In 1903, JRD TATA started Indian Hotels Company Ltd and the first Hotel in
International standards were constructed the Taj Mahal Hotel in Mumbai.
Today this is the largest Hotel Chain with many National and international
properties. The group also operates Flight Catering Service. Hotel in
Mumbai.
FORMATION OF ITDC
In 1964 three corporations were set up by Government of India,

India Tourism & Hotel Corporation
India Tourism Corporation Ltd, and
India Tourism & Transport Corporation
In 1966, these three corporations were merged and formed India Tourism
and Development Corporation of India (ITDC)
TOUR AND TOURISM

TOURISM DEFINITION AND MEANING
In India we see the origin of the concept of Tourism in Sanskrit Literature.
It has given us three terms derived from the root word Atana which
means going out and accordingly we have the terms:
Tirthatana It means going out and visiting places of religious merit.
Paryatana - It means going out for pleasure and knowledge.
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Deshatana - It means going out of the country primarily for economic

gains.
In simple terms Tourism is the act of travel for the purposes of leisure,
pleasure or business, and the provision of services for this act. There are
two important components that make up tourism:
1. The practice of travelling for pleasure.
2. The business of providing tours and services for persons travelling
Five main characteristics of tourism may be identified from the definition
1. Tourism arises from a movement of people to, and their stay in, various
destinations.
2. There are two elements in all tourism: the journey to the destination
and the stay including activities at the destination.
3. The journey and the stay take place outside the usual place of
residence and work, so that tourism gives rise to activities, which are
distinct from those of the resident and the working population of the
places, through which the tourist travels and in which they stay.
4. The movement to destinations is of temporary, short-term character,
with the intention of returning to the usual environment within a few days,
weeks or months.
5. Destinations are visited for purposes other than taking up permanent
residence or employment remunerated from within the places visited.
As per WTO definition, Tourism can be classified into the following forms
INBOUND TOURISM: Visits to a country by non-resident of that country -
for example, when A American citizen, Mr Sam comes to India to see the
Taj Mahal, he is an inbound tourist for India.
OUTBOUND TOURISM: Visits by the residents of a country to another
country - ,for example when an Indian citizen, Mr Ram goes to America to
see Hollywood , he is an outbound tourist for India
DOMESTIC TOURISM: It involves travelling by the residents of the given
country within their own country -,for example, when Mr.Anil a resident of
Delhi goes to see the Taj Mahal in Agra he is a domestic Indian Tourist.
INTERNAL TOURISM: It comprises of domestic tourism and inbound
tourism.
INTERNATIONAL TOURISM: It comprises of inbound tourism and
outbound tourism
TYPES OF HOTELS
CLASSIFICATION ON THE BASIS OF OWNERSHIP
Hotels can be categorized by ownership. There are six different ways

hotels can be owned and operated
Independently owned and operated
Independently owned but leased to an operator
Owned by a single entity or group that has hired a hotel management
company to operate the property.
Owned and operated by a chain
Owned by an independent investor or group and operated by a chain
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Owned by an individual group and operated as a franchise of a chain
An independent hotel is not connected with any established hotel

company and is owned by individual or group investors. A management
company contracts with hotel owners to operate their hotels. The
management company may or may not have any of its own funds
invested. It is usually paid by a combination of fees plus a share of
revenues and profits. A hotel chain is a group of affiliated hotels.
A franchise is the authorization granted by a hotel chain to an individual

hotel to use the chains trade mark, operating systems, and reservation
system in return for a percentage of hotel revenues plus certain other
fees, such as advertising fees. A franchiser is the party granting the
franchise: holiday inn worldwide is an example of franchisor. A
franchisee is the party granted the franchise. Franchising in the
hospitality industry is a concept that allows a company to expand more
rapidly by using other peoples money than if it had to acquire its own
financing. the company or franchisor gets certain rights: for example to
use its trademark, signs, proven operating systems, operating procedures
and possible reservation system ,marketing know-how, purchasing
discounts and so on for a fee. In return the franchisee agrees by signing
the franchise contract to operate the restaurant, hotel and so on in
accordance with the guidelines set by the franchisor. Franchising is a way
of doing business that benefits both the franchisor who wants to expand
the business rapidly- and the franchisee that has a financial backing but
lacks specific expertise and recognition.
The benefits to the franchisee are as follows:
A set of plans and specifications from which to build

National advertising
Centralized reservation system
Participation in volume discount in purchasing furnishings,
fixtures and equipment
There are also referral systems. Referral systems tend to be made up of

independent properties or small chains that have grouped together for
common marketing purpose. Marketing consortiums or referral
associations offer similar benefits to properties such as franchises, albeit
at a lower cost. Hotels and motels with a referral association share a
centralized reservation system and a common image, logo as well as
management training and continuing training programs.
A referral group consists of a number of properties, independently owned
and operated, that join under a common identity while maintaining their
autonomy. They do this for one or more of the following reasons.
To operate a reservation system.
To publish joint brochures
To share advertising
To refer business to each other
To refer trained staff to each other
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To take advantage of joint purchasing power

To maintain sales offices in major traffic centres
The referral associations offer some of the same benefits as franchises,

but at much lower costs. a referral association may provide the
independent hotel with increased visibility, marketing and buying power,
without the necessity of giving up control or ownership. Hotel and motels
within a referral association share a CRS and a common image, logo, or
advertising slogan. The referral association publishes a membership
directory, usually given away free to interested guest. In addition the
referral association may offer group buying discounts to members, as well
as management training and continuing education programs, hotels pay
initial fee to join the referral association and an annual membership fee.
Generally this fee is much less than that paid to become a member of the
hotel franchise system.
CHAIN HOTELS
Hotel chains account for a large percentage of the worlds hotel room
inventory. Some of the worlds best hotel rooms are managed by chains.
HOTELS CLASSIFED BY PRICE
Three broad categories of hotels distinguished by price are:
LIMITED SERVICE: ECONOMY AND BUDGET
There are many limited service hotels in the market place today. They
typically offer guest rooms only. There is little or no public space. And
usually no or very limited food and beverage facilities. Room rates are
correspondingly lowest for this type of lodging property.
MID PRICE (FULL SERVICE AND LIMITED SERVICE)
Mid-scale hotels offer a wide range of facilities and amenities. Usually

there will be in comparison to budget/economy properties, more public
space and meeting/function space with at least one food and beverage
facility.
LUXURY HOTELS
At the top of the price category are the luxury hotels. They feature
upscale dcor and furnishings that may be unique to the particular hotel.
These hotels offer a full range of amenities and services. Such hotels
would typically have a concierge service and several food and beverage
operations, including fine dining facilities, banquet area and full room
service. Different types of recreational facilities are also available.
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Example: Taj Westend, Bangalore, The Leela Palace, Bangalore
HOTELS CLASSIFIED BASED ON SIZE
Size or the number of guest rooms in a property gives us one common

way to categorize hotels. Hotels may be broadly grouped as under:
Under 150 rooms

150 to 299 rooms
300 to 600 rooms
More than 600 rooms
BASED ON LOCATION & CLIENTELE
COMMERCIAL HOTELS
These hotels are located in downtown or business districtareas that are

convenient and of interest to their target markets. And cater primarily to
the business traveller. These are also referred to as transient hotels
because of the relatively short length of guest stays compared with other
hotels. Such of these hotels have full service facilities with coffee shop as
well as other restaurants, bar or cocktail lounge, room service, laundry,
valet service, business centre, gift shop and health club facilities.
RESORTS
Resort hotels are generally found in destinations that are desirable

vacation spots because of their climate, scenery, recreational attractions,
or historic interest. Mountains and seashore are favourite locales. Resorts
provide a comprehensive array of recreational amenities, depending on
the geographic location. A Variety of f &b outlets is available, ranging from
informal to fine-dining restaurants. Usually hotels located at hill stations,
beaches, lakes, backwater, forest belt, etc. are termed as resorts.
AIRPORT HOTEL
Many airport hotels enjoy a very high occupancy because of the large
number or travellers arriving and departing from major airports. The guest
mix in airport hotels consists of business, group, and leisure travellers.
Passengers of late flights may stay over at the airport hotel while others
wait while waiting for the flights.
Airport hotels are generally full service. To care for the needs of guests
who may still feel as if they are different time zones, room service and
restaurant timing may be extended, even offered twenty four hours.
Convenient locations, economical prices, easy and less costly
transportation costs to and from the airport are some reasons why airport
hotels are becoming intelligent choices for the business travellers.
MOTEL
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Freeway hotels and motels came into prominence in the 1950s and
1960s.the travellers needed a convenient place to stay that was
reasonably priced with few frills. Guest could simply drive up, park outside
the office, register, and rent a room .over the years more facilities were
added: lounges, restaurants, pools, game rooms etc.
FLOATEL
Floating Accommodation & other allied hospitality services situated on

water bodies.
ROTEL
Hotel facilities available on wheels such as a train, caravan.
STAR CLASSIFICATION
ONE STAR
Typically smaller hotels managed by the proprietor. The hotel is often has
a more personal atmosphere. It is usually located near affordable
attractions, major intersections and convenient to public transportation.
Furnishings and facilities are clean but basic. Most will not a restaurant on
site but are usually within walking distance to some good low priced
dining.
The hotel should have at least 10 let table bed rooms of which at least
25% should have attached bathrooms with a bathroom for every four
of the remaining rooms.
At least 25% of the bathrooms should have the western style WCs.
Receptions counter with a telephone and a telephone for the use of
guests and visitors.
TWO STAR
Usually denotes independent and name brand hotel chains with a

reputation for offering consistent quality amenities. The hotel is usually
small to medium sized and conveniently located to moderately priced
attractions. The facilities typically include telephones and TVs in the bed
room some hotels offer limited restaurant service. Somehow room service
and bell service are not usually provided.
The hotel should have at least 10 let table bed rooms of which at
least 75% should have attached bathrooms and showers with a bathroom
for every four of the remaining rooms.
25% of the rooms should have AC.
Receptions counter with a telephone
Telephone on each floor if the rooms do not have a telephone
each.
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Supervisory staff must understand English.

Laundry and dry cleaning services.
THREE STAR
Typically these hotels offer spacious accommodations that include well-

appointed rooms, decorated lobbies. Bell desk services are generally not
available. They are often located near major express ways or business
areas, convenient to shopping and moderate to high priced attractions.
The hotels usually feature medium sized restaurants they typically offer
breakfast through dinner. Room service availability may vary. Valet
parking, fitness centres, pools are often provided.
The hotel should have at least 20 let table bed rooms of which all
should have attached bathrooms and tubs/showers.
At least 50% of the rooms should be AC.
Reception and information counter, book stall, travel agency, safe
deposit etc.
Telephone in each room and one for the use of visitors.
Good quality Indian and continental food
Senior staff must possess a good knowledge of English.
FOUR STAR
Mostly large formal hotels with reception areas, front desk service, and
bell desk service. The hotels are usually located near shopping, dining,
and other major attractions. The level of service is well above average.
And the rooms are well lit and well furnished. Restaurant dining is usually
available and is having more than one choice. Some properties will offer
continental breakfast and /or happy hour delicacies. Room service is
usually available during most hours. Valet parking, concierge service,
fitness centres, pools are often provided.
Hotel must have 25 let table rooms and all with attach bathrooms
with shower cubicle/bath tub
Should have a recognized travel agency, book stall, safe deposit
facilities, left luggage etc.
FIVESTAR
These are hotels that offer only the highest level of accommodations and
services. The properties offer a high degree of personal service. Although
most five star hotels are large properties, sometimes the small
independent (non-chain) property offers an elegant intimacy that cannot
be achieved in larger setting. The hotel locations can vary from the
exclusive location of suburban area to heart of the city. The hotel lobbies
are sumptuous, the rooms complete with stylish furnishings, and high
quality linen. The amenities often include DVD players, Jacuzzis and more.
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The hotels feature up to three restaurants with exquisite menus. Room

service is also available 24 hours a day. Fitness centres, valet parking are
typically available. A concierge is also available to assist you.
Architectural features and general construction of the hotel

building should be distinctive
Adequate parking space for cars.
Hotel must have at least 25 let table; rooms with modern shower
chambers.
All guest areas should be air-conditioned
Adequate number of efficient lifts.
24 hours reception, cash and information counter
OTHER HOTEL CATEGORIES
CASINO HOTELS
Casino hotels and resorts differ significantly in their operation compared

to most hotels. In casino hotels and resorts, gaming operations are the
major revenue centres. Most of these are in Las Vegas. The casino
industry is now coming into the financial main stream to the point that as
a significant segment of the entertainment industry especially in the US.
Casino hotels are leaning towards making their hotels into family
friendly
They have baby sitters available at any point of the day, childrens
attractions ranging from parks to circuses and museums, and kids menus
in the restaurant. for adults in addition to gaming health spas for
relaxation, dance clubs, and dazzling shows are available.
HERITAGE HOTELS
The concept of Heritage Hotels was introduced with a view to convert the
old palaces, havelies, castles, forts and residences built prior to 1950 into
accommodation units as these traditional structures reflect the ambience
and lifestyle of the bygone era and are immensely popular with the
tourists. The scheme is aimed at ensuring that such properties, landmarks
of our heritage are not lost due to decay but become financially viable
properties providing additional room capacity for the tourists.
The Heritage Hotels have also been sub-classified in the following
categories:
Heritage : This category covers hotels in residences / havelies /
hunting lodges / castles / forts / palaces built prior to
1950 but after 1935.
Classic Hunting lodges / castles / forts / places built prior to
1935 but after 1920.
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Grand hunting lodges / castles / forts / palaces built prior to
1920.
Till the end of March 2002, as many as 69 properties have been classified
as Heritage Hotels providing a room capacity of 1810 rooms. Guidelines
have also been formulated for conversion of heritage properties into
heritage hotels and their approval at project planning stage.
TIME SHARES/CONDOMINIUMS
Time-sharing, more recently known as vacation ownership, involves a

type of shared ownership in which the buyer purchases the right to uses
a residential dwelling unit for a portion of the year or more periods. Each
condominium or unit of a vacation ownership resort is divided into
intervals, typically by the week and sold separately. The condominiums
are priced according to a variety of factors including unit size, resort
amenities, location and season. Purchasers of vacation ownership
properties can typically travel to other destinations through exchange
programs provided through the timeshare resort developers.
Condominium hotels are also called condo hotels or even condotels.
Vacation ownership offers consumers the opportunity to purchase fully
furnished vacation accommodations in a variety of forms, such as weekly
intervals or points in points based systems, for a percentage of the cost of
the full ownership. For a one time purchase price and payment of a yearly
maintenance fee, purchasers own their vacation either in perpetuity or for
a predetermined number of years.
During the 1960s and 1970s, when inflation was a serious problem in
many countries, time sharing-which first started in the French Alps in the
1960s-seemed like an idea whose time had come.
BOUTIQUE HOTELS
Boutique hotels span all price segments and are noticeably different in
look and feel from traditional lodging properties interior design styles in
boutique hotels range from postmodern to homey. Soft attributes, such
and image and atmosphere, typically distinguish these properties.
Travellers desires to be trendy, affluent and artistic tie into boutique
themes.
ALL-SUITE HOTELS
All-suite hotels became known as a separate category in the 1970s.guest

rooms are larger than the normal hotel room usually containing more than
500 square feet. A living area or parlour is typically separate from the
bedroom, with some properties offering kitchen areas. All-suite hotels can
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be found in urban, sub-urban and even residential locations. The

amenities and services can vary widely in this type of hotels.
All-suite hotels were originally positioned to attract extended stay

travellers, but they proved popular with other kinds of travellers as well.
An all-suite hotel gave guest more private space.
CONVENTION HOTELS
Convention hotels are large with 500 or more guest rooms. These
properties offer extensive meeting and function space, typically including
large ball rooms and even exhibition areas. Food and beverage operations
tend to be extensive, with several restaurants and lounges, banquet
facilities and room service. Convention hotels are often in close proximity
to convention centres and other convention hotels, providing facilities for
city wide conventions and trade shows. These hotels have many banquet
areas within and around the hotel complex. These hotels have a high
percentage of double occupancies. Convention hotels may also offer a
concierge floor to cater to individual guest needs. Round the clock room
service, an in house laundry, a business centre, a travel desk, and an
airport shuttle service are other amenities found in convention hotels.
CONFERENCE HOTELS/CENTERS
Although all hotels with meeting facilities compete for conferences there
are specialized hotels that almost exclusively book conferences, executive
meetings, and training seminars. While they provide most of the facilities
found at the conventional hotels, conference centres are built to provide
living and conference facilities without any outside distractions that might
detract from hotels held in ordinary hotels.
ALTERNATIVE LODGING PROPERTIES:
Besides hotels, these are several other types of lodging establishments

which compete for business and leisure travellers. recreational vehicle
parks, campgrounds, and mobile home parks are somewhat like hotels
since they involve the rental of space for overnight accommodations
Another form of alternative lodging is the corporate lodging business very

commonly known as serviced apartments. These are designed for guests
wishing to stay for longer periods, sometimes up to six months or longer.
While hotels are usually designed for guests staying from one to ten
nights, corporate lodging is better suited to guests with very long stay
requirements. Instead of using hotels or hotel buildings, corporate lodging
usually provides fully furnished apartments for guests. The service
provider rents the apartment, provides furniture and house wares, and
provides housekeeping and other services to the guests. Corporate
lodging is usually cost competitive with hotels, since apartments can be
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rented and furnished by the owner or the service provide for a lower daily
cost than that incurred by hotels.
Another example of alternative lodging is the cruise ship industry. Cruise
ships have become major competition for resorts. They offer many
amenities offered similarly at island resorts, while having the unique
advantage of moving from island to island as part of the experience.
Modern cruise ships offer all the advantages of resort hotels. they are
equipped with many modern convenience such as ship to shore
telephones, satellite television, fitness centres, movie theatres, multiple
dining and cocktail lounge facilities, spas, casinos, shopping, and of
course novelty to waking up in different location at every morning. Some
cruise ships now even offer conference facilities for corporate or
association meetings.
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CHAPTER
-2
PROFILE
OF THE
PLACE
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AMRITSA
R
INTRODUCTION TO THE HISTORIC AND

RELIGIOUS CITY AMRITSAR
Amritsar historically also known as Rmdspur and colloquially

as Ambarsar, is a city in north-western India which is the administrative
headquarters of the Amritsar district - located in the Majha region of the
Indian state of Punjab. According to the 2011 census, the population of
Amritsar was 1,132,761. The city is situated 217 km (135 mi) northwest of
state capital Chandigarh and 456 km (283 miles) northwest of Delhi, the
national capital. It is near Pakistan, with the Wagah Border being only
28 km (17.4 mi) away. The nearest city is Lahore, the second largest city
in Pakistan, located 50 km (31.1 mi) to the west. Amritsar is home to
the Harmandir Sahib (commonly known as the Golden Temple), the
spiritual and cultural centre for the Sikh religion. This important Sikh
shrine attracts more visitors than the Taj Mahal with more than 100,000
visitors on weekdays alone and is the most popular destination for non-
resident Indians (NRI) in the whole of India. The city also houses the Akal
Takht, the highest seat of earthly authority of the Khalsa, and
the committee responsible for the upkeep of Gurdwaras.
The Ramtirth temple situated at Amritsar is believed to be the Ashram site

of Maharishi Valmiki, the writer of Ramayana.[3] According to the Hindu
mythology, Goddess Sita gave birth to Lava and Kusha, sons of
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lord Rama at Ramtirth ashram. Large number of people visit Ramtirth

Temple at annual fair. Nearby cities to Amritsar, Lahore and Kasoor were
said to be founded by Lava and Kusha, respectively.
During Ashvamedha Yagna by Lord Rama, Lava and Kush captured the
ritual horse and tied Lord Hanuman to a tree near to today's Durgiana
Temple. During Navratra festivities it is considered to be auspicious
by Hindu population of the city to visit that temple.
The main commercial activities of Amritsar include tourism, carpets and

fabrics, farm produce, handicrafts, service trades, and light engineering.
The city is known for its rich cuisine, and culture, and for the Jallianwala
Bagh massacre in 1919 under British Rule. Amritsar is home to Central
Khalsa Orphanage, which was once home to Udham Singh, a prominent
figure in the Indian independence movement. Gandhi Ground is the main
sports complex in the city which is home to the Amritsar Games
Association, (AGA).
HISTORY
Amritsar is one of the largest cities of the Punjab state in India. The city
origin lies in the village of Tung, and was named after the lake founded by
the fourth Sikh Guru Ram Das in 1574 on land bought by him for 700
rupees from the owners of the village of Tung.[6] Earlier, Guru Ram Das had
begun building Santokhsar Sarovar, near the village of Sultanwind in 1564
(according to one source in 1570). It could not be completed before 1588.
In 1574, Guru Ram Das built his residence and moved to this place. At that
time, it was known as Guru Da Chakk. (Later, it came to be known as
Chakk Ram Das.)
Amritsar's central walled city has narrow streets mostly developed in the
17th and 18th century. The city is a peculiar example of an introverted
planning system with unique areas called Katras. The Katras are self-
styled residential units that provided unique defence system during
attacks on the city.
JALLIANWALA BAGH MASSACRE
The Jallianwala Bagh massacre, involving the killing of hundreds of Indian

civilians on the orders of a senior British military officer, Reginald Edward
Harry Dyer, took place on 13 April 1919 in the heart of Amritsar, the
holiest city of the Sikhs, on a day sacred to them as the birth anniversary
of the Khalsa (Vaisakhi day).In the Punjab, during World War I (191418),
there was considerable unrest particularly among the Sikhs, first on
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AMRITSAR
account of the demolition of a boundary wall of Gurdwara Rakab Ganj at

New Delhi and later because of the activities and trials of the Ghadarites,
almost all of whom were Sikhs. In India as a whole, too, there had been a
spurt in political activity mainly owing to the emergence of two
leaders: Mahatma Gandhi (18691948) who after a period of struggle
against the British in South Africa, had returned to India in January 1915,
and Annie Besant (18471933), head of the Theosophical Society of India,
who on 11 April 1916 established the Home Rule League with autonomy
for India as its goal. In December 1916, the Indian National Congress, at
its annual session held at Lucknow, passed a resolution asking the king to
issue a proclamation announcing that it is the "aim and intention of British
policy to confer self-government on India at an early date".
On 10 April 1919, Satya Pal and Saifuddin Kitchlew, two popular

proponents of the Satyagraha movement led by Gandhi, were called to
the deputy commissioner's residence, arrested and sent off by car to
Dharamsetla, a hill town, now in Himachal Pradesh. This led to a general
strike in Amritsar. Excited groups of citizens soon merged into a crowd of
about 50,000 marching on to protest to the deputy commissioner against
the arrest of the two leaders. The crowd, however, was stopped and fired
upon near the railway foot-bridge. According to the official version, the
number of those killed was 12 and of those wounded between 20 and 30.
Evidence before an inquiry of the Indian National Congress put the
number of the dead between 20 and 30.
Three days later, on 13 April, the traditional festival of Baisakhi, thousands

of Sikhs, Muslims and Hindus gathered in the Jallianwala Bagh. An hour
after the meeting began as scheduled at 16:30, Dyer arrived with a group
of sixty-five Gurkha and twenty-five Baluchi soldiers. Without warning the
crowd to disperse, Dyer blocked the main exits and ordered his troops to
begin shooting toward the densest sections of the crowd. Firing continued
for approximately ten minutes. A British inquiry into the massacre placed
the death toll at 379. The Indian National Congress determined that
approximately 1,000 people were killed.
PARTITION OF 1947
Partition of British India into India and Pakistan had a most profound effect
on the demographics, economics, culture, political and social structures of
Amritsar. The state of Punjab was divided between India and Pakistan and
Amritsar became a border city, often on the front lines of India-Pakistan
wars. Prior to partition, the Muslim league wanted to incorporate Amritsar
into Pakistan because of the Amritsar's proximity to Lahore (a distance of
30 miles) and a nearly 50% Muslim population, but the city became part
24
AMRITSAR
of India. The Indian National Congress had similar aims of incorporating

Lahore into India as Lahore was the cultural, economic, and political
capital of undivided Punjab and Hindus and Sikhs constituted nearly 50%
of the population, but Lahore became a part of Pakistan. Amritsar and
Lahore experienced some of the worst communal riots during the partition
of India. Muslim residents of Amritsar left the city en-masse leaving their
homes and property behind because of violent anti-Muslim riots in
Amritsar. Similar scenes of communal carnage against Hindus and Sikhs
were witnessed in Lahore and led to their mass evacuation.
Important Muslim dominated villages in Amritsar district prior to partition

include Sultanpur, Kala Afgana, Abdul Kalan, Rasheed Bal, Lahorie,
Shahpur, Shahkot, Alipur, Aliwal, Allahbad, Fatehbad, Chak, Guza Chak,
Jattan, Cheema.
OPERATION BLUE STAR
Operation Blue Star (1 6 June 1984) was an Indian military operation

ordered by Indira Gandhi, then Prime Minister of India to curb and remove
Sikh militants from the Golden Temple in Amritsar. The operation was
carried out by Indian army troops with tanks and armoured
vehicles. Militarily successful, the operation aroused immense
controversy, and the government's justification for the timing and style of
the attack are hotly debated. Operation Blue Star was included in the Top
10 Political Disgraces by India Today magazine.
Official reports put the number of deaths among the Indian army at 83,
with 493 civilians and Sikh militants killed. In addition, the CBI is
considered responsible for seizing historical artefacts and manuscripts in
the Sikh Reference Library before burning it down. Four months after the
operation, on 31 October 1984, Indira Gandhi was assassinated by two of
her Sikh bodyguards in what is viewed as an act of vengeance. Following
her assassination, more than 3,000 Sikhs were killed in pogroms. Within the
Sikh community itself, Operation Blue Star has taken on considerable
historical significance.
GEOGRAPHIC LOCATION
Amritsar is located at 31.63N 74.87E with an average elevation of
234 metres (768 ft.).
Amritsar has a semiarid climate, typical of North-western India and

experiences four seasons primarily: winter season (December to March)
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AMRITSAR
with temperature ranges from 0 C (32 F) to about 15 C (59 F), summer

season (April to June) where temperatures can reach 42 C (108 F),
monsoon season (July to September) and post-monsoon season (October
to November). Annual rainfall is about 681 millimetres (26.8 in). The
lowest recorded temperature is 7.6 C (18.3 F), was recorded on 9
December 1996 and the highest temperature, 48.1 C (118.6 F), was
recorded on 22 May 2013.
Climate data for Amritsar
Month Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Year
41.9 48.1 46.2 42.0 36.5 34.6 29.3 23.2 48.1

Record 29.0 31.1 35.7 37.2
(107. (118. (115. (107. (97. (94. (84. (73. (118.6
high C (F) (84.2) (88) (96.3) (99)
4) 6) 2) 6) 7) 3) 7) 8) )
34.0 38.7 40.1 35.4 34.3 34.5 32.4 26.9 21.3

Average 19.3 22.2 27.4 30.5
(93.2 (101. (104. (95.7 (93.7 (94. (90. (80. (70.
high C (F) (66.7) (72) (81.3) (86.9)
) 7) 2) ) ) 1) 3) 4) 3)
25.1 29.9 32.1 30.2 29.7 28.3 23.8 17.9 12.9

Daily mean 11.6 13.9 18.7 22.8
(77.2 (85.8 (89.8 (86.4 (85.5 (82. (74. (64. (55.
C (F) (52.9) (57) (65.7) (73)
) ) ) ) ) 9) 8) 2) 2)
6.5 16.6 25.1 25.7 25.3 23.0 16.3 9.0 4.6

Average 3.9 11.3 21.1 15.7
(43.7 (61.9 (77.2 (78.3 (77.5 (73. (61. (48. (40.
low C (F) (39) (52.3) (70) (60.3)
) ) ) ) ) 4) 3) 2) 3)
1.6 5.7 7.7 13.8 14.0 10.5 4.6 1.7 2.7

Record low 3.5 2.6 15.0 3.5
(29.1 (42.3 (45.9 (56.8 (57.2 (50. (40. (35. (27.
C (F) (25.7) (36.7) (59) (25.7)
) ) ) ) ) 9) 3) 1) 1)
Average 29 25 62 231 187 79 18 6 18 760

24 33 48
rainfall mm (1.14 (0.98 (2.44 (9.09 (7.36 (3.1 (0.7 (0.2 (0.7 (29.91
(0.94) (1.3) (1.89)
(inches) ) ) ) ) ) 1) 1) 4) 1) )
Average
rainy
2.4 2.0 2.6 1.5 1.3 3.1 8.2 8.1 3.6 1.2 0.6 1.2 35.8
days ( 1.0
mm)
Average rel 74 70 64 47 38 48 72 77 69 67 73 76 64.6

ative
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AMRITSAR
humidity (
%)
THERE IS A FAMOUS POEM WRITTEN ABOUT THE AMRITSAR CITY

WHICH GOES LIKE THIS :
This is a poem about Amritsar... The feel and taste of the city is well caught in these
lines.
Wo Lawrence road ki sham ,
Wo Amritsar Club ka jaam
Wo Mall road ki hawa
Wo Somadevi ki Homeopathy dawa
Wo Puniye ka paan
Wo Amb papar ki Dukaan
Wo wardrobe ki shopping
Wo Mobile ki talking
Wo Kesar ki dal
Wo Giani ki kachori
Wo Ahuje ki Lassi haye
Wo company bagh ki walk
Wo Bakewell ke finger
Wo Bikes pe jaana
Wo ghar shikayton ka aana
Wo ladai me pade mukke
Wo telephone exchange ke tikke
Wo Bansal ke motichoor ke ladoo
Wo Novelty ki poori
Wo Harbans ka kulhca
Wo queens road da kulfa
Wo durge ki fruit cream
Wo hall bazaar ki Kulfi
Wo southland ka dosa
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AMRITSAR
Wo udho ram ka samosa

Wo girls ka BBK college Wo unke baare me knowledge
Wo maqbool road ki gedi jahan roz nai ladki chedi
Wo Brijwasi ki chaat
Wo University ki treat
Wo Spring Dales ki CBSE ki padhai
Wo Sacred Heart ki fete pey jana
Wo medical college ki mess ka khana
Wo mangal dhabe wali queens rd
Wo Archies gallery di geri
Wo Makhan di fish
Wo Parkash ka meat
Wo Beere da Chicken
Wo Mohan Singh key mutton chop
Wo Taare ki bhurji
Wo Lohgarh ki Kulfi
Wo katra Ahluwalia ki jalebi
Wo Heritage Club ki fish
Wo MK Hotel da khana
Wo roz raati late aana
Wo Rani ka bagh ki sadke jaha kitne DIL dharke..
Wo masti ki batein
Wo sukh dukh ki mulakaatein... Aisi hai kuchh
Humare AMRITSAR ki baatein... DEDICATED TO ALL
THE AMRITSARIS
CHAPTER - 3
28
AMRITSAR
OVERVIEW OF
THE HOTEL
HOLIDAYINN
AMRITSAR
29
AMRITSAR
INTRODUCTION OF THE HOTEL HOLIDAYINN,

AMRITSAR
WELCOME TO HOLIDAY INN AMRITSAR RANJIT AVENUE
Holiday Inn Amritsar Ranjit Avenue is the latest property launched in India
by InterContinental Hotels Group. Holiday Inn Amritsar is ideally located
in Amritsars commercial district on Ranjit Avenue with the famous Golden
Temple and Jallianwala Bagh located only a short distance away. Sri Guru
Ram Das Jee International Airport and railway station are both within a 15
minute drive from the property. The Wagah border is just 30 kilometres
away from the Hotel.
Sparkling chandeliers mark an incomparable arrival experience as you
escape to the welcoming environment that is, Holiday Inn Amritsar. Your
stylish guest room comes complete with a media hub and a 32-inch flat-
screen LCD. Unwind with a swim in the stunning outdoor pool or relax with
a delicious coffee in the Lounge. Local Punjabi favourites and exciting
Asian & Continental flavours can be experienced at Ziva, our all day dining
restaurant while Bella, our specialty Italian restaurant will tempt your
taste buds with authentic dishes from this famous European food
destination. Holiday Inn Amritsars Grand ballroom holds 450 people and
is the perfect setting to celebrate your special occasion and create lasting
memories. Our diverse function spaces also cater to your conference and
meeting requirements with smart, functional technology at your fingertips.
FREE HIGH SPEED INTERNET
Wired Internet Available in Rooms, Suites, Business Centre, Public

Areas and Meeting Spaces.
Standard wired Internet service is free for all IHG Rewards Club
members
Standard Wired Fee: 700 INR
Wireless Internet Available in Rooms, Suites, Business Centre, Public
Standard Wireless Internet service is free for all IHG Rewards Club
members
Standard Wireless Fee: 700 INR
SHUTTLE/ PARKING
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AMRITSAR
Car Parking Available

Complimentary Daily Self-Parking is available
Valet Parking is available
Basement car park which is security monitored round the clock. All
cars entering and exiting the car park will be subject to security
check and registration for safety purposes.
LANGUAGES SPOKEN BY THE STAFF
English
Hindi
Punjabi
FACILITIES
Number of Floors: 11
Total Number of Rooms: 145
Number of Suites: 4
Number of Non-Smoking Rooms: 79
Number of Accessible Rooms: 1
ACCESSIBILITY
Accessible Hotel Areas

Public Entrance
Guest Rooms
Elevators
Public Restrooms
Provided by Hotel
Ramp Access
Visual Alarm/Alert in Guest Rooms
Visual Alarm/Alert in Public Spaces
DINING FACILITY IN HOTEL
HOTEL DINING
Local Punjabi favourites and exciting Asian and Continental flavours can
be experienced at Ziva while our Speciality Italian Restaurant "Bella" will
tempt your taste buds with authentic dishes from Italy.
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AMRITSAR
SUMMARY
Restaurants On-site: 4
Cocktail Lounge
Room Service Available in Executive Rooms, Suites and Rooms from
12:00 AM - 12:00 AM
HOTEL RESTAURANTS
ZIVA, ALL DAY DINING
Ziva means brilliance and brightness and our all day dining Restaurant
captures the essence of this perfectly. A delightfully warm and open area
creates the perfect environment to enjoy our tempting variety of Indian,
Asian and Continental cuisines. Come and experience the tantalising
buffet or order from our carefully crafted a la carte menu; our award
winning culinary team look forward to making your Ziva experience a
memorable one.
Location: Lobby level
Serves: Breakfast, Brunch, Lunch, Dinner, Dessert
Hours of Operation: 6:30 AM-12:30 AM
BELLA ITALIAN TRATTORIA
Are you a fan of Italian food? If so, Bella Italian Trattoria is the place for
you. Enjoy mouth-watering, authentic Italian food in an intimate and
inviting setting. The Restaurant features a traditional wood fired pizza
oven and showcases the best of what Italian cuisine has to offer. Whether
you crave pizza, pasta or something a little sweeter, Bella will leave your
senses totally satisfied.
Serves: Brunch, Lunch, Dinner
Hours of Operation: 12:30 PM-12:00 AM
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AMRITSAR
DELI PASTRY LOUNGE
Deli, Our own pastry lounge offers freshly baked muffins and cupcakes.
Wide selection of plain sandwiches, freshly baked crossants, cupcakes,
chefs special designer cakes, rake away freshly brewed coffee on way to
side seeing or back to your destination.
Location: Lobby Level
Serves: Brunch, Lunch, Dinner, Dessert
Hours of Operation: 11:00 AM-11:00 PM
HOTEL BAR &LOUNGE

THE LOUNGE
This stylish lounge bar is the place to be seen. Whether you are meeting
friends for coffee and something sweet, or starting your night with a
delicious cocktail, the Lounge will cater to your every need. Feeling a little
hungry? The Lounge menu delivers on every level with some exciting new
dishes and a Mexican twist! With wide selection of singles malts to wines
and to brewed pints, Lounge offers varieties in social gatherings.
Hours of Operation: 11:00 AM - 11:00 PM
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AMRITSAR
Hotel Features
The primary location of the property is the key feature as we are close to
the airport, railway station, city and of course the Golden Temple. Our
stylish, spacious and contemporary rooms are also a unique selling point.
The hotel offers an average room size of 33 square metres placing us
among the most spacious of properties in the city.
BUSINESS SERVICES
On-Site Business Centre

Business Centre Staffed Between 12:00 AM and 12:00 PM
Printer
Copying
Scanner
Office supplies available
ENTERTAINMENT & RECREATION
Indoor Lifeguard on Duty

Outdoor Pool
Outdoor Lifeguard on Duty
Outdoor Pool Hours of Operation: 8:00 AM to 8:00 PM
Poolside Services Offered
Cocktail Lounge
On-site Children's Activities
Board Games, movies for rent, Very Important Kids program.
HEALTH & FITNESS
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AMRITSAR
Complimentary Fitness Centre

Fully equipped gymnasium, with sauna and steam room facilities
Hours of Operation: 12:00 AM to 12:00 PM
Fitness Centre Equipment: Stair Stepper, Treadmill, Free Weights,
Stationary Bicycle
On-site Aerobics Instructor
Fitness Centre Type: LIMITED
HOUSEKEEPING & LAUNDRY
Daily Housekeeping
Full Service Housekeeping
Dry Cleaning Pickup/Laundry Valet
Same-Day Dry Cleaning
Hours of Operation: 6:00 AM to 10:00 PM
INTERNET SERVICES
Wired Internet Available in Rooms, Suites, Business Centre, Public

Standard wired Internet service is free for all IHG Rewards Club
members
Standard Wired Fee: 700 INR
Wireless Internet Available in Rooms, Suites, Business Centre, Public
Standard Wireless Internet service is free for all IHG Rewards Club
members
Standard Wireless Fee: 700 INR
ADDED VALUE
Concierge Services
Wake Up Calls
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AMRITSAR
Prayer Mats Available

Foreign Currency Exchange
Private Limousine Service
Porter/Bellman
Baggage Hold
Storage Space Available
Safety Deposit Box Available
Doctor on Call
Shoe Shine
FACILITIES AND EQUIPMENTS
FACILITIES
Number of Meeting Rooms: 4

Total Area of Meeting Space: 10300 sq. ft.
Number of Sales and Meeting Professionals On-Site: 4
Largest Room Capacity: 450
Largest Room Measurement: 389
Smallest Room Measurement: 13
EQUIPMENTS
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AMRITSAR
Flip Chart and Markers

Whiteboards
Bulletin Boards
Name Cards and Holders Provided
Pens, Pencils and Pads Provided
35 mm Slide Projector
Cable Modem
Dvd Player
Laser Disc
LCD Projector
Lectern or Podium
Microphone
Modem Lines
Plasma Television
Tele-conferencing Equipment in All Meeting Rooms
37
AMRITSAR
MEETING ROOM LAYOUT AND

DIMENSIONS
38
AMRITSAR
ROOM TYPES IN HOLIDAYINN HOTEL, AMRITSAR
There are four type of room in the hotel holiday inn, Amritsar which are as
follow with their codes:
S.NO. TYPE OF ROOM ROOM CODE
1. STANDARD ROOM KSUN
2. TWIN DELUXE ROOM TDXN
3. KING DELUXE ROOM KDXN
4. SUITE ROOM XKLN
1.STANDARD ROOM
Our stylish and contemporary rooms average 33 sqm in size. Smart

technology is at your fingertips with a media-hub, and wireless internet
connectivity. The 32" LCD screen allows you to enjoy the extensive range
of entertainment channels while you rest easy on a choice of soft or firm
pillows.
39
AMRITSAR
2.TWIN DELUXE ROOM

pillows.
3.KING DELUXE ROOM

pillows.
4.SUITE ROOM
Our Suites are a generous 67sqm and encapsulate style, space and
comfort; with separate powder rooms, lounge and bedroom. Enjoy the
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AMRITSAR
oversize rainwater shower or take a soak in our luxurious bath tubs. With
two LCD screens, huge walk in wardrobe and contemporary styling, a suite
is hard to beat!
41
AMRITSAR
CHAPTER - 4
NEAR BY
ATTRACTION
IN
AMRITSAR
TOURIST PLACES IN AMRITSAR

HARMINDER SAHIB
Sri Harmandir Sahib (The abode of God) (Punjabi: ), also Sri Darbar
Sahib (Punjabi: , Punjabi pronunciation: [db shb]) and informally referred
to as the "Golden Temple", is the holiest Gurdwara of Sikhism, located in the city
of Amritsar, Punjab, India. Amritsar (literally, the tank of nectar of immortality) was
founded in 1577 by the fourth Sikh guru, Guru Ram Das. The fifth Sikh Guru, Guru
Arjan, designed the Harmandir Sahib to be built in the centre of this holy tank, and
upon its construction, installed the Adi Granth, the holy scripture of Sikhism, inside
42
AMRITSAR
the Harmandir Sahib. The Harmandir Sahib complex is also home to the Akal
Takht (the throne of the timeless one, constituted by the Sixth Guru, Guru
Hargobind). While the Harmandir Sahib is regarded as the abode of God's spiritual
attribute, the Akal Takht is the seat of God's temporal authority. The construction of
Harmandir Sahib was intended to build a place of worship for men and women from
all walks of life and all religions to come and worship God equally.
GOBINDGARH FORT
Gobindgarh Fort is a historic fort located in the centre of the city

of Amritsar in the Indian state of Punjab. The Fort was earlier occupied by
the army but is now open to the public from 10th February 2017.
Attractions Added to Gobindgarh Fort After

Restoration (2017)
SHER E PUNJAB - A glorious history from the past depicted through the
means of technology, to entice, enlighten, educate, enthral and inspire. A
7D show based on the life of Maharaja Ranjit Singh that transports you
back to the 19thcentury in an immersive way leaving you enchanted and
is aptly called Sher e Punjab.
TOSHAKHANA- COIN MUSEUM - The Toshakhana, which once stored the

coveted Kohinoor diamond, is now a coin museum for old and rare coins
43
AMRITSAR
including a replica of the Kohinoor as it was worn by the Maharaja. The

circular structure of the roof that was made by the use of the original
nanakshahi brick is intact till date and quite awe inspiring.
THE BANGLOW ANCIENT WAREFARE MUSEUM - The grand building of

the Anglo Sikh Bungalow has now been converted to an Ancient Warfare
museum and today has several replicas of instruments and attires of
warfare. It has many real, lifelike figurines that are so realistic they seem
they would come alive if touched.
SPIRIT OF PUNJAB - A stage that keeps the fort alive all day long with
live performances of bhangra, gatka, gidda, comedy, games, dholi etc.
Several prizes are here to be won each day.
AMBARSARI ZAIKA - People here engage themselves in the various food

shops and stalls that offer the choicest of Amritsari and Punjabi cuisine
along with some other eatery options as well.
HAAT BAZAAR - You can feast your eyes as you roam the well located
Haat Bazaar that offers fares right from phulkaris, juttis, shawls, antiques
etc. for you to purchase from.
WHISPERING WALLS - Kanda Boldiyan Ne or Whispering Walls is a show

using state of the art projection mapping technologies and laser lights. A
show of this quality has never before been seen pan India and we can
certainly state that it will surely take your breath away. This show is held
every evening post sunset. There is a Punjabi as well as an English show
each day.
DURGIANA TEMPLE
The Durgiana Temple, also known as Lakshmi Narayan

Temple, Durga Tirath and Sitla Mandir, is a premier Hindu
temple situated in the city of Amritsar, Punjab, India.[1] Though a Hindu
temple, its architecture is similar to the Golden Temple of Sikh religion.
[2]
This temple derives its name from the Goddess Durga, the chief
Goddess deified and worshipped here. Idols of Goddess Lakshmi (goddess
of wealth) and Vishnu (the protector of the world) are also deified here
and worshipped.
44
AMRITSAR
JALLIANWALA BAGH
Jallianwala Bagh (Hindi: ) is a public garden in Amritsar in

the Punjab state of India, and houses a memorial of national importance,
established in 1951 by the Government of India, to commemorate the
massacre of peaceful celebrators including unarmed women and children
by British occupying forces, on the occasion of the Punjabi New Year on
April 13, 1919 in the Jallianwala Bagh Massacre. Colonial British
Raj sources identified 379 fatalities and estimated about 1100 wounded.
[1]
Civil Surgeon Dr. Smith indicated that there were 1,526 casualties.[2] The
true figures of fatalities are unknown, but are likely to be many times
higher than the official figure of 379. The 6.5-acre (26,000 m2) garden site
of the massacre is located in the vicinity of Golden Temple complex, the
holiest shrine of Sikhism. The memorial is managed by the Jallianwala
Bagh National Memorial Trust, which was established as per
the Jallianwala Bagh National Memorial Act, Act No. 25 of 1 May 1951 (in
English). Retrieved on 10 August 2016.
WAGAH BORDER
Wagah (Urdu: , Punjabi: )is a village situated in Lahore

District, Punjab, Pakistan and serves as a goods transit terminal and a
railway station between Pakistan and India,[1] and lies on the old Grand
Trunk Road between Lahore, Punjab, Pakistan and Amritsar, India. The
border is located 24 kilometres (15 mi) from Lahore and 32 kilometres
(20 mi) from Amritsar. It is also 3 kilometres (1.9 mi) from the bordering
village of Attari.
45
AMRITSAR
MATA LAL DEVI TEMPLE
OTHER THAN THE ABOVE SOME OTHER PLACES OF ATTRACTION IN

AMRITSAR ARE AS FOLLOW:
Punjab State War Heroes Memorial
Anand Garden
Heritage Street
Harike Wetland
Ram Tirath
Indo-Pak Museum
Rose Garden
46
AMRITSAR
Summer Palace of Maharaja Ranjit Singh
RamBagh Gardens
47
AMRITSAR
CHAPTER - 5
NEAR BY PLACES FOR

MALLRATS AND
FOODIES
48
AMRITSAR
IN AMRITSAR
SADDA PIND HERITAGE VILLAGE

Situated in Amritsar, 8 km from Golden Temple, Sadda Pind boasts a
children's playground and terrace. Guests can enjoy the on-site restaurant
specializing in traditional North Indian and authentic Punjabi cuisine.
Rooms are equipped with a TV with satellite channels. A balcony or patio
are featured in certain rooms. Each room comes with a private bathroom.
Extras include slippers and free toiletries. Sada Pind is a Punjab-based
project that represents the Punjabi culture, rituals and heritage. Its
necessary that our upcoming generation should know about Punjabi
culture and the rituals. Sada Pind is heritage village that lightning upon
the Punjabi lifestyle. This place is situated in Amritsar on approx. 12 acre
land. This place was inaugurated by Punjab CM Sukhbir Singh Badal on
November 1, 2016.
WHAT SADDA PIND REPRESENT?
This place itself has a large village where you will find each and
everything related to village like the womens weaving on charkha,
Mens are plowing the field and prepare cattle feed, children playing in the
streets, Rehda, Chulha used for cooking food and the raw houses
made up with soil. Moreover here you will find amazing views of well,
Bambukat, dhaba for food and cattles. You can enjoy your meal in
Punjabi style like by sitting on the Manjaa. There are special
49
AMRITSAR
arrangements for entertainment like bhangra and dance performance will

be show in Sangeet ghar. The Sangeet ghar walls contain different
legends pictures like Gurdaas maan, Hans Raj Hans and Dev Anand. A
special traditional folk musical team has been arranged to entertain the
guests or tourists that uses different traditional musical instruments like
Tumbi, Dhol, Nagara, Gaggar and much more.
URBAN HAAT FOOD STREET

Urban Haat, a common food court inspired by Lahores famous food
street. The Haat will have 15 modular with desi food joints including
Ahujas Lassi, Sharmas Vegetarian Dhaba, Bubbys Chicken and Fish, and
Amritsari Tandoori Kulcha. Urban Haat having a food street and a craft
bazaar on the lines of Lahores food street would give an opportunity to
the tourists to savour authentic Amritsari cuisine, besides experiencing
Punjabi traditions, craftsmanship and culture.
PUDA has refurbished an abandoned 124-year-old colonial building of

Victoria Jubilee (VJ) hospital to set up Urban Haat. The site that is situated
nearly 1 km from the Golden Temple and the Jallianwala Bagh is bound to
attract tourists. The site is being developed by PUDA in consultation with
the Indian National Trust for Art and Cultural Heritage (INTACH) that has
developed such haats in cities like Bhopal and Agartala.
TRILIUM MALL
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AMRITSAR
ALPHA ONE
HALL BAZAAR
Hall Bazaar, one of the important shopping destinations in Amritsar, is

a must-stop place for every curious shopper. From gadgets and gizmos
to funky accessories to local handicrafts and more, this colorful bazaar
promises a great experience to the shoppers. However, the major USP
of this bustling bazaar is the fancy Chinese lamps and Pakistani juttis
that are absolute must-splurge items of the place. What's more, if you
feel famished after a day-long shopping spree, just head over to the
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nearby Mahajan Refreshment House that sells pure milk kulfis and
falooda.
GURU BAZAAR
Guru Bazar, an age-old market, which has been in existence since time
immemorial, has a wonderful assortment of silver and gold ornaments.
This lane, sandwiched between Guru Ka Mahal and Golden Temple, has
more than 2,500 shops. Women especially flock here to buy traditional
jewellery and ornaments made out of precious and semi-precious
stones. Besides jewellery, you can also find vendors selling gorgeous
silver diyas, earthen lamps, idols of Lord Ganesha and Goddess
Lakshmi, etc.
KATRA JAIMAL SINGH MARKET
Katra Jaimal Singh Market that is located close to Hall Bazaar is famous
for its apparels. The market has a valuable collection of pashminas,
saris, beaded dresses, wedding suits for men, designer shirts and ties,
woodwork jewellery and handicraft items. Since the garments here are
reasonably priced, people flock here to buy clothes in bulk.
KAPDA BAZAAR
Kapda Bazaar whose literal meaning means 'Clothes Market' is one

place that bustles with buyers all the time. Situated near Town hall, the
place buzzes with teenage girls and old ladies who are on a hunt for
eye-catching apparels and jewellery. The shops are loaded with
earrings, bindis, bracelets, Patiala suits, bangles, etc. Though mornings
are thronged, it is during evenings when lovely ladies step out of their
houses and hit this market in huge numbers.
MISHRI BAZAAR
This is the right place to halt over to buy dry fruits of different types.
The vendors here claim that some of the varieties of dry fruits are
flown from Afghanistan. During the time of auspicious occasions like
marriages and other related functions, the sale of dry fruits peaks
high.
PAPAD-WARIAN BAZAAR
All papad (crispies or crackers) lovers must hit this bazaar that is laced
with the rich aroma of papad and warian (made from pulses). Bags
filled with fresh home-made papad and warian lures the tourists to buy
and store them in their kitchens. Another good place to head out to buy
Amritsari papads is Manjith Mandi. Not just foodies, even other local
people and tourists come here to check out the wide range of papads.
BHARAWAN DA DHABA
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MAKHAN DA DHABA
KULCHA LAND
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CHAPTER - 6
DETAILED OPERATION
OF THE DEPARTMENTS
IN AN
HOTEL INDUSTRY
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THERE ARE FOUR MAJOR DEPARTMENT WHICH WORK ON THE FRONT

PANEL:
FRONT OFFICE
F&B SERVICE
F&B PRODUCTION
HOUSEKEEPING
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1.FRONT OFFICE
The front office or reception is an area where visitors arrive and first
encounter a staff at a place of business. Front office staff will deal with
whatever question the visitor has, and put them in contact with a
relevant person at the company. Broadly speaking, the front office
includes roles that affect the revenues of the business. The term front
office is in contrast to the term back office which refers to a company's
operations, personnel, accounting, payroll and financial departments
which do not interact directly with customers. The front office receives
information about the customers and will then pass this on to the
relevant department within the company. The front office can also
contact the marketing or sales department should the customers have
questions. The company needs to give training to the front office
manager as this position will come in contact with customers the most.
The most common work for the front office staff will be to get in touch
with customers and help out internally in the office. Staff working at the
front office can also deal with simple tasks, such as printing and typing
tasks and sorting emails. Although front office staff might only need to
perform tasks such as answering the phone, using the printer and fax
machine, training is still needed on these tasks. Front office is related to
a service delivery system, where employees engage with customers. It
uses the parameter of labour intensity to figure out the distinctive
characteristics of a service.
RECEPTION
Mainly this department responsible for room booking and room sealing.
Front office refers to the or reception area or the core operations
department of the hotel. This would include the reception and front
desk, as well as reservations, sales and marketing, housekeeping and
concierge. This is the place where Guest go when they arrive at the
hotel. Employees working in the front office will confirm Guest
reservations and also attend to guest complaints and queries.
In our hotel front office have three sub department which are:-
1.Concierge desk
2.Travel desk
3.Operator room
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2.FOOD AND BEVERAGE SERVICE
Food and Beverage department occupies an integral place in any hotel

industry which plays a vital role in the profitable of the hotel business
by providing varieties of prepare F&B in the hospitable manner to the
house & outside guest. This dept. has three main operation areas, they
are:-
1.Food Production (Kitchen/ Bakery)
2.Bar (Beverage)
3.Restaurant (Service)
The staffing pattern of this dept. is generally known as kitchen, bar &
service staff. F&B service should co-ordinate, complicate & co-operate
with other different dept. like H.K. dept., f/o dept., security, account,
human resource department, maintenance department etc. Food &
Beverage include the economic consisting food & pricing, wastage
control, position control & staff training is most important things for
achieving the guest relation, satisfaction, and earning the profit upto
40% revenue.
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the word "service" has its own meaning.

S- Smile for Everyone.
E- excellent in everything.
R- Reaching out to every guest.
V- viewing everything.
I- Inviting guest to return again.
C- Creating a warm atmosphere.
E- Eye contact.
Food and beverage service department have four sub departments

which are:-
Ziva the restaurant
Bella the Italian restaurant
Deli the pastry shop
Lounge the bar
3.FOOD AND BEVERAGE PRODUCTION
The food and beverage is one of the integral part and important
operational department in a hotel which is divided into food production
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and food and beverage service department. Food production or kitchen

department is responsible for the actual preparation of food items
whereas the F & B service department is responsible for the systematic
service of food from the hot or cold plates of kitchen to the customers
tables as per their choices or order.
The term kitchen is derived from the French word Cuisine which
literally means Art of cooking or food preparation in the kitchen. But in
the modern concept of catering the cuisine not only refers to Art of
cooking foods in the kitchen, it also indicates the style of service offered
to serve the food.
Food production is a respect of the connoisseurs of food who have been

passing techniques and styles of cooking from generations. It is due to
this fact that food production has been developed to advance from it
portrays today. Even for achieving the goals of profit emphasis is not
only the quality of food and techniques of preparation of food but also
on hygiene, satisfactory and economy to a customer. Room service
available for providing service to the guest. For the functioning of these
outlets there are a series of kitchen provided. All though these entire
kitchen were not covered during our training period.
Food and beverage production area have the following sub departments
which are as follow:-
1. Indian section
2. Tandoor section
3. Chinese section
4. Thai section
5. Continental section
6. Italian section
7. Butchery
8. Bakery section
9. Pastry section
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4.HOUSEKEEPING
Housekeeping refers to the management of duties and chores involved

in the running of a household, such as cleaning, cooking, home
maintenance, shopping, laundry and bill pay. These tasks may be
performed by any of the household members, or by other persons hired to
perform these tasks. The term is also used to refer to the money allocated
for such use. By extension, an office or organization, as well as
the maintenance of computer storage systems.
A housekeeper is a person employed to manage a household, and

the domestic staff. According to the Victorian Era Mrs Beeton's Book of
Household Management, the housekeeper is second in command in the
house and "except in large establishments, where there is a house
steward, the housekeeper must consider his/herself as the immediate
representative of her mistress".
HOUSECLEANING
It includes activities such as housecleaning, that is, disposing of rubbish,

cleaning dirty surfaces, dusting and vacuuming. It may also involve some
outdoor chores, such as removing leaves from rain gutters, washing
windows and sweeping doormats. The term housecleaning is often used
also figuratively in politics and business, for the removal of unwanted
personnel, methods or policies in an effort at reform or improvement. [5]
Housecleaning is done to make the home look and smell better and be
safer and easier to live in. Without housecleaning lime scale can build up
on taps, mold grows in wet areas, smudges on glass surfaces, dust forms
on surfaces, bacterial action make the garbage disposal and toilet smell
and cobwebs accumulate. Tools used in housecleaning
include vacuums, brooms, mops and sponges, together with cleaning
products such as detergents, disinfectants and bleach.
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Grooming standard in our hotel industry
Look for a Gentleman

To achieve the best groomed look throughout HOTEL/RESTURANT,RIL group of
Hotels, we have enlisted a list of standards, which need to be followed by
all Gentlemen, working at any level, and working at hotel/restaurant..
HAIR AND MOUSTACHES
Hair must be cut every twenty days. The hair must be cut and tapered,
so that it does not touch beyond, or cover any parts of the ears. The hair
should not touch the collar line of your shirt.
The hair must be cut in a neat, natural style. Unruly Hair should be kept
in place and off the forehead.
The hair must be neatly tapered at the back and on the sides, forming a
smooth, symmetrical appearance. The overall style must be balanced
proportionately.
Dandruff in the hair is to be avoided at all costs. Anti-dandruff shampoo
can be used twice in a week.
Appropriate hair confinement must be used in food-service areas
wherever required i.e. Kitchen and food storage area.
Sideburns should be neatly trimmed and may not extend beyond the
middle of the earlobe. Flares or mutton chops are not acceptable.
Moustaches must be trimmed every ten days. It should not extend
beyond the upper lip.
FACE AND SKIN
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Every day shaving need to be done. Beards are not allowed/permitted in

any circumstances.
Men with heavy facial hair growth must carry a shaving kit, in order to
ensure a smooth-shaven look at all times.
The fingernails should be closely clipped and should not extend beyond
the tip of the fingers. Fingernails must be clean and presentable all times.
Mouth wash or breath freshener should be used after every meal, to keep
the breath fresh. Even brushing your teeth will also solve the issue.
Wash your hand with soap before and after having meal.
Wash your hand with soap after using toilet facilities.
men working in guest contact areas should make sure that they have a
clean healthy skin. For the same, take bath twice, with proper and good
quality soap
Mild Aftershave and mild deodorant should be used to keep body odour
fresh and natural.
Any sort of paan chewing, eating paan masala, supari or chwinggum is
prohibited.
Guest public area, Employee public area except employee locker, is
prohibited for smoking.
ACCESSOIRIES AND GUIDELINES

Only one ring on each hand is permitted. Ring should have small stones
and should be decent in design and look. Wearing rings is prohibited for
food handler.
A conservative, business style watch is permitted.
Chains, bracelets and earrings for men are unacceptable.
Spectacles should have plain glass, without chromatic effects and the
design and look of Spectacles should be conservative and simple.
Men are not allowed to wear any type of earrings. Men are not allowed to
have any sort of Tattoos in visible parts of body.
UNIFORMS
For Uniformed staff, The Uniform must be in accordance with our Uniform
Specification. The uniform should always be cleaned and well ironed.
Shirts must be well laundered, with clean collar and cuffs. Trousers
should be well ironed, with a sharp centre crease. The length of trouser
must cover the shoe.
For Non-Uniformed staff, Plain Design shirt with half or full sleeve and
collar is allowed. No T-shirt or denim shirt is allowed.
For Non-Uniformed Staff, The Trouser should be in dark colour and should be a
cotton trouser. Jeans trousers are not allowed to wear while on duty.
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Shirts must be inserted inside properly, while on duty or in work

premises.
The socks must be in black colour and of a plain design or no design.
It should be changed daily.
A clean, white, well-laundered handkerchief should be carried.
The Belt is an essential. The colour should be black and the buckles
should have simple and conservative look.
Undergarments must be changed daily to maintain body cleanliness and
personal hygiene.
Shoes must be black in colour and as per the uniform specification of
the company.
.Your Destiny hangs on the impression you made..
Look for a Professional Lady

To achieve the best groomed look throughout HOTEL/RESTURANT,RIL
group of Hotels, we have enlisted a list of standards, which need to be
followed by all Ladies, working at any level, and working at any
department of HOTEL/RESTURANT:
HAIR STYLE
Hair must be natural, clean, well-groomed and simply arranged. Multi-
colour or unnatural colour is not acceptable.
Hair longer than jaw line to be tied neatly into a bun & a plain black net
to be tied around the same. No fringe hairstyle is permitted.
Hair should be shampooed twice in a week. There should not be any
dandruff in hairs. Anti-dandruff shampoo should be used twice in a week
for this reason. Dry or Fly away hair must be gelled or sprayed.
Only Black Bindi, small in size (1/2 cm diameter) is permitted. Hair pins
and clips must be in black colour. No flowers should be put on the hairs,
while on duty. For married women, use of red colour bindi is permitted.
FACE AND SKIN

Eyebrows should be neatly shaped and must follow natural contours.
Only black and dark brown eyebrow pencils may be used for outlining
eyebrows.
The upper-lip and chin areas should be kept clean (without facial hair) at
all times. The entire face should be bleached once in a month, to ensure a
clean look and to provide a suitable canvass for make-up.
Teeth should be brushed twice a day and after every major meal. Mouth
wash and breathe freshener can be used by front-line staff to keep
their breathe fresh and healthy.
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Mild deodorant can be used to keep the body odour fresh and healthy.
Mild perfumes can also be used, but it should match with weather
condition.
Make-up should be light for day time and slightly dark for evening.
Hands must be regularly manicured and must present a clean and
elegant look at all time.
Fingernails should be filed and kept clean. The length of fingernails must
not exceed 3-4mm beyond the fingertips
Nail Polish During working hours must be matched with your skin/flesh
tone.
Feet should be given a pedicure at least once in fifteen days. In summer,
the frequency should be increased to once in a week.
Special care should be taken for cracked heels.
Wash your hand with soap before and after having meal.
Wash your hand with soap after using toilet facilities.
ACCESSORIES AND GUIDELINE

oDangling earrings should not be worn. Only One ear stud(single
stone/two small stone) can be worn.
oOnly Nose stud(single stone) can be worn, Nose rings are not allowed.
oOne Ring in each hand is allowed. Food handlers are prohibited of
wearing rings. A bangle or Bracelet of simple and conservative design is
allowed to wear in each hand.
oA single string of pearls, a gold chain or a mangalsutra
around the neck is acceptable.
oAnklets are not allowed to wear during working hours in any conditions
or circumstances. A simple conservative design toe rings can be worn
by married women only.
oA conservative, business style watch is permitted
oSpectacles should have plain glass, without chromatic effects and the
design and look of Spectacles should be conservative and simple.
oWomen are not allowed to have any sort of Tattoo work invisible parts of
body.
UNIFORMS
oFor Uniformed staff, The Uniform must be in accordance with our Uniform
Specification. The uniform should always be cleaned and well ironed.
o The saree pleats are to be minimum two inches below the waist when
pleated and pinned.
o The Saree should be minimum one fourth of an inch above the floor
when tied.
oAll Pleats must be pinned.
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o The Blouse must be long sleeved, extending up to one inch above the
elbow. The neck of blouse should not be too deep at the back and at the
front.
o The Saree Pallu length must extend to the lower part of the back of the
knee..Your Destiny hangs on the impression you made..
o The Shoe or sandel must be in black colour with not more than half an
inch heel.
oFor Non-Uniformed Staff, Only Conservative and simple design Saree
with proper matching of blouse or SalwarSameej is allowed.
o The fabric of Sarees or Salwar sameej should be made of silk, cotton or
cotton blend only.
oNo T-Shirt, Skirts(of any length), Jeans shirt, Jeans Trousers are allowed
while on duty.
CHAPTER - 7
OPERATIONAL
PROBLEMS
OBSERVED
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AND
THEIR
SOLUTIONS
PROBLEMS AND THEIR SOLUTION OF
DIFFERENT DEPARTMENTS IN AN HOTEL
INDUSTRY
1. HOUSE KEEPING
1. Most of the Housekeeping staff cannot speak in
other languages than English.
To increase the guests satisfaction, it will be better if the hotel
staffs, especially the Housekeeping staffs are educated not
only in English but also, for example French, German
language, Spanish, etc. A brief education will make
differentiation in serving the guests so that they can
communicate better with the guest who cannot speak English.
The better they communicate the better satisfaction that the
guests felt, and the better work result for the staffs is. It will
be much helped, if there is a Language Training Program
provided by hotel management for its employees.
2. Most of the Housekeeping staff cannot speak
English fluently.
English is basic foreign language that must be mastered by
each of the hotel staffs because most of the foreign guests
understand it. This is 28 useful because by mastering English,
the Housekeeping staffs can more understand about what the
guest needs. This is important to give English training session
monthly or even weekly to increase the quality of the hotels
human resources. Having staffs with fluent English language
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skills will make additional value for the staff themselves and
the hotel itself.
3. Housekeeping staffs, especially room attendants
have to work in short time.
The solution of these problems is by training the
Housekeeping staffs to be able work under pressure and
adding more staffs. The way to train room attendants to be
able to work under pressure are by giving training, briefing,
and upgrading. This is also important to give them training to
increase their ESQ (Emotional and Spiritual Intelligent
Quotation). ESQ training will increase their motivation and
their resistance to deal with stress. It will be a waste if the
staffs can work much quicker and the result is worse than
usual. In this case, adding more staffs is needed.
4. The numbers of the Housekeeping staffs are limited.
The solution of these problems is by adding more staffs by
recruiting new qualified employee, increasing the staffs
quality by holding various training programs and preventing
taking staffs from other departments.
5. Many staffs work out of procedure.
Human Resources Department is responsible for handling
these problems by holding upgrading for the hotel staffs. The
periodic upgrading will maintain the employee quality. It will
be more effective and efficient if each department supervisor
is given more knowledge about management. This is the best
solution before the Manager takes decision to replace the
staffs who work out of procedure.
6. Lack of amenities number from the Supplier.
The number of amenities stock must be controlled regularly.
The Order Taker should provide bigger amount of amenities
than the needed amount. Some benefits of this solution are
that the Order Taker will get discount when buying goods in
big number, and if suddenly some amenities out of stock,
there is no need to worry for the room attendants because
there are some supplies.
2. FRONT OFFICE
1. Most of the Front Office staff cannot speak in other
languages than English.
To increase the guests satisfaction, it will be better if the hotel
staffs, especially the Front Office staffs are educated not only
in English but also, for example French, German language,
Spanish, etc. A brief education will make differentiation in
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serving the guests so that they can communicate better with

the guest who cannot speak English. The better they
communicate the better satisfaction that the guests felt, and
the better work result for the staffs is. It will be much helped, if
there is a Language Training Program provided by hotel
management for its employees.
2. Most of the Front Office staff cannot speak English
fluently.
English is basic foreign language that must be mastered by
each of the hotel staffs because most of the foreign guests
understand it. This is 28 useful because by mastering English,
the Front Office staffs can more understand about what the
guest needs. This is important to give English training session
monthly or even weekly to increase the quality of the hotels
human resources. Having staffs with fluent English language
skills will make additional value for the staff themselves and
the hotel itself.
3. Hanging of the software
Installation of the new software must be a solution or
otherwise we can detect the problem which may cause the
problem of hanging off the software and we have to rectify
that problem from the software using a trouble shooter
program so that this could not occur in the future and cant
became a barrier while interacting with the customer. So that
it cant put bad impression on the guest mind during their first
interaction.
4. Records are not properly staged
So we have to staged the records properly so that whenever
we want to find the information about any of the guest easily
find it.
5. Lack of coordination between the staff
We can overcome the problem of lack of coordination among
the system or staff by proper communication, proper updating
to each other &good system Management.
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3. FOOD AND BEVERAGE PRODUCTION

1. Burned cookies bottom
Cookies can go from chewy to burned in a matter of minutes.
Choose the right baking sheet (thinner and lighter is best),
keep a close eye on them and bake them on the middle rack.
If your cookie bottoms end up a little brown, just sandwich the
bottoms together with some whipped cream, ice cream or
frosting. If they're too dark to salvage, cut off the tops and
sprinkle over or in between layers of ice creamwho doesn't
like cookies 'n' cream?
2. Heavy cakes
Cakes can be very delicatethe less you mix, the fluffier
they'll be. Mix together the ingredients only until just
combined and your cake will rise to a light, airy texture in the
oven. Over mixing develops gluten, creating unwanted
volume. If your cake is a little leaden, slice it into pieces and
soak each in simple syrup, whipped cream or liqueur to
moisten.
3. Overcrowded pan
To guard against overcrowding, use two pans or cook in
batches. To prevent the first batch of food from getting cold
while you cook the second, keep it on an ovenproof plate in an
oven set at a low temperature (about 200 F).
4. Sauted wet greens
To get tender greens, invest in a salad spinner.
For best results, spin the greens; pour out the water, toss, and
spin again.
Wait until the pan is very hot before dumping in the greens,
says Simpson. They should be sauted only a minute or two,
until theyre just wilted.
5. Fried the food in oil that wasnt hot enough
Use an oil with a high smoking point (the temperature at
which it begins to burn), and get it good and hot. Safflower,
peanut, grape seed, and canola oils are ones to try. Then
follow these tips to tell if the pan is hot enough for cooking.
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If you dont have a deep-fry thermometer, do a test run,

suggests Sheer in. Dip a bit of whatever you plan to fry, like a
corner of a fish fillet, into the oil. It should sizzle immediately if
the oil is ready.
You can also test a hunk of bread, which should brown in 10
seconds.
If you goof up and put the food in too early, pull it out of the
oil immediately, says Sheer in. Just because youre doing it
wrong doesnt mean that you cant fix it. Let the oil heat and
try again.
6. Didnt preheat the pan and your fish or meat turned
out soggy
Heat the cooking surface on high for several minutes before
adding the oil. Youll know that the pan is hot enough when a
few drops of water thrown on the cooking surface skitter and
evaporate quickly. Now you can add the oil. When it begins to
shimmer and ripple slightly, or a few seconds later, add the
meat or the fish. If youre using a non-stick pan, put the oil in
the pan before you turn on the heat, as non-stick pans may
release toxins when theyre heated up empty.
4. FOOD AND BEVERAGE SERVICE

1. The Menu
Keep your menu size in check. Instead of offering a five-page
menu, consider offering a smaller number of dishes and doing
them really well. People need to know what your restaurant is
about keep your menu aligned with your restaurants unique
proposition.
Concentrate on the layout of your menu. Is it easily readable?
Here are some tips for your restaurant menu:
Group your most profitable items together.
Dont use dollar signs.
Let your menu be a tour guide. This can be accomplished
through photos and/or creative text. Consider hiring a
copywriter to craft a compelling menu.
Keep your menus clean no grease and no food or water
stains. Get rid of worn or torn menus.
Update your menu and prices at least once a year.
Build your menu around popular items.
Make sure your staff is thoroughly trained and has
memorized the menu.
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2. Customer Service
The key to success is happy customers who want to return
again and again. To ensure your success, your entire team
from management to hostess to wait staff and busboys must
be dedicated to your customers well-being. Every contact
your staff makes with customers must be pleasant, welcoming
and accommodating.
The way you handle your customers along every step of their
dining experience has an impact on whether youll retain that
customer. If they werent greeted when they walked in and
when they left, they might mention it in an online review. As
the digital arena continues to grow, online reviews are
consistently important to your success.
3. A Unique Selling Point
You need an original idea something even better than great
food and service. Come up with a unique reason for people to
eat at your restaurant. Consider Sonic. They offer a nostalgic
50s feeling. Burger King tells you, Youll have it your way.
Chipotle is known for integrity with its food.
A unique selling point offers your customers a feeling that
enables them to remember you long after they are gone. Let
your food, your service, and your unique selling point and
identity make an emotional connection with your customers.
4. Management
Dont overlook one of the most important pieces of the puzzle
management. You need to know how to analyse your
business to make sure it runs profitably. Many small
restaurants dont pay attention to the following items as they
manage the day-to-day operation of their restaurant:
How many customers are you feeding each day? Break it
down by mealtime.
Keep track of ordered menu items. No one ordering the fish
fillet? Maybe its time to take it off the menu.
What are your most profitable menu items?
What does it cost to make each menu item? Whats the profit
margin?
Do you have a budget for labour? Are you sticking to it?
How much do you spend on labour compared to your
restaurant sales?
How much loss is involved in your inventory?
Do you have sales goals? Are you meeting them?
What is your profit and loss for each week you are open?
5. Hiring and Training Staff
Most successful restaurant owners know the importance of
hiring and training the right employees. Yet, a common
problem exists as many restaurants hire the wrong people and
have a high turnover rate. An incompetent staff can also
irreparably damage your current and future customer base.
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Pay extra attention to finding the perfect employees and dont

settle for a warm body. Once hired, train your staff and offer
training manuals, checklists, goals and incentives.
Inspire your staff as well as your management team. Train
them to address any situation, good or bad, that arises. Make
sure they are enthusiastic and motivated to pursue your goals
and adhere to your restaurants unique concept.
Establish and maintain a solid management structure so
everyone knows and understands their own, as well as their
team members responsibilities.
6. Marketing
Many owners fail to pay enough attention to marketing making
this a common problem in the restaurant world. Following are
a few areas to attend to now in order to avoid the pitfalls that
not-enough marketing incurs:
Formalize your brand standards. This includes mission
statement, logo, graphics, guidelines, etc.
Make a marketing plan. Daunting? Start small and work up to
a six month or yearlong plan.
Get a responsive website that looks great on desktop, tablet
and mobile phone.
Engage in social media and digital marketing.
Start an email database.
Create a customer loyalty program.
Be creative with your marketing. Whatever your budget,
there are inexpensive ways to market your restaurant.
7. Capital
Finally, we come to an area where many restaurant
entrepreneurs run into big problems. This looming problem is
capital, and more specifically, a lack of it. Restaurant owners
need enough capital to run their business so it can fully
establish itself. Owners should plan to have at least enough
money to run for one year. Additionally, restaurant owners
need to have enough financial resources to cope with
unexpected costs and increases.
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CHAPTER 8
CONCLUSION
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Conclusion
As an undergraduate of the college of PTU I would like to say that this
training program is an excellent opportunity for us to get to the ground
level experience in the things that we would have never gained through
going straight into a job. I am grateful to the PTU University and our
teachers for giving us this wonderful opportunity. The main objective of
the industrial training is to provide an opportunity to undergraduates to
identify, observe and practice how management and work practices is
applicable in the real industry. It is not only to get experience on
management practices but also to observe management practices and to
interact with fellow workers.
In review this internship has been an excellent and rewarding

experience. I have been able to meet and network with so many people
that I am sure will be able to help me with opportunities in the future. One
main thing that I have learned through this internship is time
management skills as well as self-motivation.
It is easy to work with sophisticated machines, but not with people. The
only chance that an undergraduate has to have in this experience is the
industrial training period. I feel I got the maximum out of that experience.
Also I learnt the way of work in an organization, the importance of being
punctual, the importance of maximum commitment, and the importance
of team spirit.
The training program having five destinations which are :

Front Office
Food & Beverage Service
Food & Beverage Production
Housekeeping
Laundry
was a lot more useful than staying at one place throughout the whole six
months. In my opinion, I have gained lots of knowledge and experience
needed to be successful.
After complete my industrial training, I had been exposed to an Hospitality

Industry and Management working life. Throughout my internship, I could
understand more about the definition of hotel, management and
responsibilities of a worker in an hospitality industry and prepare myself to
become a responsible and innovative Front Office Manager in future. Along
my training period, I realize that observation is a main element to find out
the root cause of a problem. Not only for my project but daily activities
too. During my project, I cooperate with my colleagues and operators to
determine the problems. Moreover, the project indirectly helps me to learn
independently, discipline myself, be considerate/patient, self-trust, take
74
AMRITSAR
initiative and the ability to solve problems and learn more about the
industry. During my training period, I have received criticism and advice
from my fellow workers and supervisors when mistakes were made.
However, those advices are useful guidance for me to change myself and
avoid myself making the same mistakes again. In sum, the activities that I
had learned during industrial training really are useful for me in future to
face challenges in a working environment. Throughout the industrial
training, I found that several things are important:
Critical and Analytical Thinking

To organize our tasks and assignment, we need to analyse our problems
and assignment, and to formulate a good solution to the problem. We
would have to set contingency plan for the solution, so that we are well
prepared for the unforeseeable situations.
Time Management
An effective time management allows us to do our assignment efficiently
and meet our schedules. Scheduling avoids time wastage and allows us to
plan ahead, and gaining more as a result.
Goal Management
Opposing to a Herculean goal seemed to be reachable at first sight, it is
better to sub-divide the goals to a few achievable tasks, so that we will be
gaining more confidence by accomplishing those tasks.
Colleague Interactions
In working environment, teamwork is vital in contributing to a strong
organization. Teamwork is also essential in reaching the goals of the
organization as an entity. Thus, communicating and sharing is much
needed in the working environment. Therefore, we should be respecting
each other in work, and working together as a team, instead of working
alone. This is because working together as a team is easier in reaching
our targets, rather than operating individually.
I would like to once again appreciate everyone who has made my

industrial training a superb experience
75

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A PROJECT

NAME OF THE STUDENT

SIGNATURE OF THE FACILITY GUIDE

SIGNATURE OF THE H.O.D.

SIGNATURE OF THE PRINCIPAL

SHAEED UDHAM SINGH COLLEGE OF TECHNOLOGY

CERTIFICATE BY THE GUIDE

It has been certified that this project report which is

indebted to Miss Gurjinder Kaur for their guidance and constant

supervision as well as for providing necessary information regarding the

project & also for their support in completing the project.

HOLIDAYINN HOTEL for their kind co-operation and encouragement which

help me in completion of this project.

persons for giving me such attention and time.

FOR THEIR CONSTANT OPERATION ENCOURAGEMENT IN PER SOLVING MY

PROJECT WORK. EVEN FOR THEIR KIND HELP IN PROVIDING VALUABLE

DATA FOR DOING THIS PROJECT WORK WITHOUT ANY BARRIER.

I have trained in HOTEL HOLIDAYINN, AMRITSAR. This project is based on

The different departments faced different problems along with the

This project helped me to put down the entire training experience in

OPERATIONAL ASPECT OF HOLIDAYINN HOTEL, AMRITSAR IS BASED ON

THE ORIGINAL PERFECT STUDY BASED ON OUR THEORY, INDUSTRIAL

TRAINING CONDUCTED UNDER THE GUIDANCE OF MISS GURJINDER

OTHER UNIVERSITY OR INSTITUTION.

S.NO. TITLE PAGE NO. REMARKS

GROWTH OF ORGANIZED HOTEL INDUSTRY

First Hotel building was City Hotel in New York in1794.

HOTEL DEVELOPMENT IN INDIA

TAJ GROUP OF HOTELS

In 1964 three corporations were set up by Government of India,

TOUR AND TOURISM

Deshatana - It means going out of the country primarily for economic

Hotels can be categorized by ownership. There are six different ways

Owned by an individual group and operated as a franchise of a chain

An independent hotel is not connected with any established hotel

A franchise is the authorization granted by a hotel chain to an individual

A set of plans and specifications from which to build

There are also referral systems. Referral systems tend to be made up of

To take advantage of joint purchasing power

The referral associations offer some of the same benefits as franchises,

HOTELS CLASSIFED BY PRICE

Three broad categories of hotels distinguished by price are:

LIMITED SERVICE: ECONOMY AND BUDGET

MID PRICE (FULL SERVICE AND LIMITED SERVICE)

Mid-scale hotels offer a wide range of facilities and amenities. Usually

Example: Taj Westend, Bangalore, The Leela Palace, Bangalore

HOTELS CLASSIFIED BASED ON SIZE

Size or the number of guest rooms in a property gives us one common

Under 150 rooms

These hotels are located in downtown or business districtareas that are

Resort hotels are generally found in destinations that are desirable

Floating Accommodation & other allied hospitality services situated on

Hotel facilities available on wheels such as a train, caravan.

Usually denotes independent and name brand hotel chains with a

Supervisory staff must understand English.

Typically these hotels offer spacious accommodations that include well-

The hotels feature up to three restaurants with exquisite menus. Room

Architectural features and general construction of the hotel

OTHER HOTEL CATEGORIES

Casino hotels and resorts differ significantly in their operation compared

Heritage : This category covers hotels in residences / havelies /

Time-sharing, more recently known as vacation ownership, involves a

All-suite hotels became known as a separate category in the 1970s.guest