INDUSTRIAL TRAINING REPORT

JW MARRIOTT HOTEL PUNE

BY: SHAMBHAVI CHURI

SY 2018-19 (SUMMER BATCH)

 ROLL NO: 1741116085

INSTITUTE OF HOTEL MANAGEMENT, MUMBAI

ACKNOWLEDGEMENT

I would take this opportunity to thank JW Marriott Pune for giving me a chance to be a
art of its highly professional and qualified team and trained in their esteemed
establishment. I am grateful to my Training Manager Ms. Rabia Baja, under whose
rightful guidance I was able to comlete my training successfully.

I would also like to thank all the staff in the Hotel who helped me, encouraged me and
suported me all this while. I am really grateful to each one of them.

I would like to thank our very own Faculty Co-ordinator Mrs. Mudita Singh, for
assisting and encouraging all the students in every possible manner.

I am obliged to all my Teachers, Parents and Friends with whose able guidance a big
milestone in my life was accomlished.
 INDEX

SR.NO TOPIC PAGE NO.

1. Training Schedule 3
2. History 4
3. Organizational Chart 10
4. Food and Beverage 14
5. Front Office 44
6. Housekeeping 56
7. Culinary 72

TRAINING SCHEDULE

DATE DEPARTMENT SUB-DEPARTMENT REPORTED TO

th Mr. Amit Shinde
27 June Front Office At Your Service
th
28 July Food and Beverage Banquets Mr. Niraj Kulkarni
15th Sep Culinary Banquet Kitchen Mr. Jeevan Bhandari
29th Sep Housekeeping - Mr. Manish Joshi
HISTORY

Marriott International is an American multinational diversified hospitality company that

manages and franchises a broad portfolio of hotels and related lodging facilities. Founded
by J. Willard Marriott, the company is now led by his son, Executive Chairman Bill
Marriott, and President and Chief Executive Officer Arne Sorenson. Headquartered in
Bethesda, Maryland, in the Washington, D.C. metropolitan area. Marriott International is
the largest hotel chain in the world. It has more than 6,500 properties in 127 countries and
territories around the world, over 1.2 million rooms (as of September 2017), and an
additional 195,000 rooms in the development pipeline. In 2017, Marriott was ranked
33rdon Fortune's "100 Best Companies to Work For" list, its twentieth appearance on the
list.

Founding and early years

Marriott was founded by John Willard Marriott in 1927 when he and his wife, Alice
Sheets Marriott, opened a root beer stand in Washington, D.C. As a Mormon missionary
in the humid summers in Washington, D.C., Marriott was convinced that what residents
of the city needed was a place to get a cool drink. The Marriotts later expanded their
enterprise into a chain of Hot Shoppes restaurants and the company went public in 1953
as Hot Shoppes, Inc.The company opened its first hotel, the Twin Bridges Marriott Motor
Hotel, in Arlington, Virginia, in 1957. Their second hotel, the Key Bridge Marriott in the
Rosslyn neighborhood of the same city, is Marriott International’s longest continuously
operating hotel, and celebrated its 50th anniversary in 2009. Their son, J. W. (Bill)
Marriott, Jr., led the company to spectacular worldwide growth during his more than 50-
year career. In March 2012, at age 80, he turned the CEO responsibilities over to Arne
Sorenson, while he assumed the title of Executive Chairman. Hot Shoppes, Inc. was
renamed the Marriott Corporation in 1967.

Marriott International

Marriott International was formed in 1993 when the Marriott Corporation split into two
companies, Marriott International and Host Marriott Corporation. In 1995, Marriott was
the first hotel company worldwide to offer guests the option to book reservations online,
via the company's implementation of MARSHA (Marriott's Automatic Reservation
System for Hotel Accommodations).In April 1995, Marriott International acquired a 49%
interest in Ritz-Carlton Hotel Company LLC. Marriott International believed that it could
increase sales and profit margins for The Ritz-Carlton, a troubled chain with a significant
number of properties either losing money or barely breaking even. The cost to Marriott
was estimated to have been about $200 million in cash and assumed debt. The next year,
Marriott spent $331 million to take over The Ritz-Carlton, Atlanta and buy a majority
interest in two properties owned by William Johnson, a real estate developer who had
purchased The Ritz-Carlton, Boston in 1983 and expanded his Ritz-Carlton holdings over
the next twenty years.The Ritz-Carlton began expansion into the lucrative timeshare
market and undertook other new initiatives made financially possible by the deep pockets
of Marriott, which also lent its own in-house expertise in certain areas. There were other
benefits for Ritz-Carlton flowing from its relationship with Marriott, such as being able to
take advantage of the parent company's reservation system and buying power. The
partnership was solidified in 1998 when Marriott acquired a majority ownership of The
Ritz-Carlton. Today, there are 81 Ritz-Carlton properties around the world.

Reconstructing

The Marriott World Trade Center was destroyed during the September 11, 2001, attacks.
In 2002 Marriott International began a major restructuring by spinning off many Senior
Living Services Communities (which is now part of Sunrise Senior Living) and Marriott
Distribution Services, so that it could focus on hotel ownership and management. The
changes were completed in 2003.Marriott International owned Ramada International
Hotels & Resorts until its sale on September 15, 2004 to Cendant. In 2005, Marriott
International and Marriott Vacation Club International comprised two of the 53 entities
that contributed the maximum of $250,000 to the second inauguration of President
George W. Bush. On July 19, 2006, Marriott announced that all lodging buildings it
operated in the United States and Canada would become non-smoking beginning
September 2006. "The new policy includes all guest rooms, restaurants, lounges, meeting
rooms, public space and employee work areas." San Diego Marriott Marquis & Marina,
one of the highest revenue-generating Marriotts in the United States There were
bombings at the Islamabad Marriott in 2008 and at the Jakarta Marriott in 2009.

On November 11, 2010, Marriott announced plans to add over 600 hotel properties by
2015. The bulk of the additions will be in emerging markets: India, where it plans to have
100 hotel properties, China, and Southeast Asia.On January 21, 2011, Marriott said that
pornography would not be included in the entertainment offered at new hotels, which will
use an Internet-based video on demand system.On December 13, 2011, J.W. Marriott, Jr.
announced he would be stepping down as CEO of the company, while assuming the role
of executive chairman. It was announced that Arne Sorenson would be taking over as
CEO as of March 2012.U.S. Republican presidential candidate Mitt Romney released his
2011 federal income taxes on

Recent Development

On October 3, 2014, the US Federal Communications Commission (FCC) fined Marriott

$600,000 for unlawful use of a "containment" feature of a Wi-Fi monitoring system to
deliberately interfere with client-owned networks in the convention space of its Gaylord
Opryland Resort & Convention Center in Nashville. The scheme disrupted operation of
clients' mobile telephone hotspots by sending fraudulent Wi-Fi de-authentication packets.
Marriott International, Inc., the American Hotel and Lodging Association and Ryman
Hospitality Properties responded by unsuccessfully petitioning the FCC to change the
rules to allow them to continue the willful jamming of client-owned networks, a position
which they were forced to abandon in early 2015 in response to backlash from clients,
mainstream media, major technology companies and national mobile carriers. The
incident drew unfavorable publicity to Marriott's practice of charging transient lodgers
$13–15/day for Wi-Fi connections, routinely included in the base price at most discount
chains,[35] and to exorbitant Wi-Fi fees (typically $250–1000 per device charged to
convention-goers at a time when the $2.25 billion annually in ever-increasing "incidental
fees" charged by US-based hotels to their lodgers was already drawing criticism and
negative media coverage.On January 27, 2015, Marriott acquired Canadian hotel chain
Delta Hotels. Delta operated 38 hotels in Canada at the time of acquisition; it has since
expanded to the United States, Europe, and Asia. On November 16, 2015, Marriott
announced the acquisition of Starwood Hotels and Resorts Worldwide for $13 billion.[38]
A competing offer for Starwood at $14 billion from a consortium led by China's An bang
Insurance Group was announced March 3, 2016, moving Starwood to cease the deal with
Marriott and pursue the offer from An bang Insurance Group. After Marriott raised its bid
to $13.6 billion on March 21, Starwood terminated the An bang agreement and proceeded
again with the merger with Marriott. Following all necessary regulatory approvals in the
United States and around the world over the course of 2016, Marriott closed the merger
with Starwood on September 23, 2016, creating the world's largest hotel company with
over 5700 properties, 1.1 million rooms, and a new portfolio of 30 brands.The Starwood
acquisition gives Marriott a larger non-US presence; approximately 75% of Starwood’s
revenues are from non-US markets. The acquisition is the largest of its sort since 2007,
when Blackstone acquired Hilton for $26 billion. There is a $400 million breakup fee if
the transaction is not completed. Executives noted that total transaction and integration
expenditures may exceed $100 million.

Operations

Marriott is the first hotel chain to serve food that is completely free of trans fats at all of
its North American properties. The hotel is noted for providing copies of the Book of
Mormon in addition to the Bible in its rooms.Marriott has 100 hotels in India, and the first
Marriott hotel was the Marriott Resort and Spa Goa which opened on December 10th,
1999.

Griffin

The JW Marriott logo(Griffin) is a mythical creature that symbolizes the courage and
strength of the lion and the soaring flight and vision of the eagle. JW Marriott is a luxury
hotel chain that is a brand of Marriott International. It is named after John Willard
Marriott, the founder of Marriott Corporation.
MARRIOTT HOTEL BRANDS
ABOUT JW MARIOTT HOTEL AND CONVENTION CENTRE PUNE

Pune J.W Marriott hotel is 500th milestone hotel—the 414-room it is in the historic city
of Pune, India, an established educational and cultural center that is emerging as an IT
and automotive capital, just three hours by superhighway south of Mumbai. In addition to
being the headquarters hotel for the new J.W Marriott Pune,this hotel has been built from
the ground up to be green and will apply for LEED Gold certification for its construction
practices and its policies for recycling materials and reducing energy use in all areas of
operations
 ABOUT THE HOTEL
Address: S.No – 985, Plot 403 A/1, Senapati Bapat Road, Pune – 411 016, Maharashtra,
India
Check-in and Check-out
Check-in: 3:00 PM
Check-out: 12:00 PM
Express Check-In and Express Checkout
ORGANIZATION CHART

General Manager
Mr. Vineet Mishra

Executive committee

Director of F&B Director of Director of Director of Director of

Director of HR
Service Rooms Mr. Finance Sales Engineer
NA
Mr. Harshad Chinmaya Mr. Sandeep Mr.Mathews Mr. Maltesh

Leadership Team

Director of Asst. Finance HR Executive chef

F.O Manager Asst Director
Service Controller Manager Chef Anurag
Ms. Peters of F&B
Mr.Suneeth Vaishali Narsinghani
VVaishali Mr.Kashyap

Director of LP
Mr. Yogesh

Executives
 Associates

Trainees

414 Rooms | 40, 000 sq ft Meeting Space | 8 Food & Beverage Outlets |
10,000 sq ft of Spa & Health Club | 360 + + car park space

FACILITIES

High-Speed Internet

 Public Areas: Wireless
 Guest Rooms: Wired*, Wireless
*Wired-for-Business
For a daily rate of 650.00 INR, the following features are available in your guest room:
1. High-speed Internet access
2. Unlimited local phone calls
3. Unlimited long distance calls (within the country), not available in all
markets
Prices may vary in a few markets.
 Meeting Rooms: Wired, Wireless
Parking

 Complimentary on-site parking

 Complimentary valet parking
 Total capacity of 175 car park on premises
Property Details

 18 floors , 374 rooms , 44 suites

 12 meeting rooms, 18,955 sq ft of total meeting space
 1 concierge level

Pet Policy
 Pets not allowed
RECREATIONAL FACILITIES

 Fitness Centre

Fully-equipped, 24-hour Fitness Centre with professional trainers.

• Swimming Pool
 • Quan Spa

The philosophy of “health through water “is apparent from the moment you walk into the
Quan Spa. An enigmatic water wall greets you with the implied promise of an experience
as soothing as the sound of water and as rejuvenating as water is to all of life.

With water there are no boundaries, no religions, no differences. Water has the ability to
cleanse, balance and heal. When infused with the ancient therapeutic traditions of the
Indian culture, it opens a whole new world of wellness, health and beauty in mind and
body.

- Over 10,000 sq ft | 13 Treatment rooms | Over 100 Services | Whirlpool/Sauna |

- Outdoor heated/Lap pool |Built in showers |Open air seating |Saunas and steam
rooms |Private men’s and women’s Manicure/Pedicure |Couples Massage |
- Full-service beauty salon |State-of-the-art strength and cardiovascular equipment
- |Yoga Instructions|Membership

 RETAIL

The Pune Marriott Hotel and Convention Center offers a variety of designers and best
stocked retail shops in the city. Fine apparels, gift items, specialty items and high end
clothing, jewelry etc including a Gift Shop.
FRONT OFFICE

The front office department in the Marriott hotel fulfills the core activity of selling
rooms through a systematic method of a reservation followed by registration and
assigning the room to guests. The lobby is well laid out and its truly a centerpiece of
the hotel operation. The software used in this department is the OPERA.

LAYOUT

ENTRANCE
TO BANQUET
HALL
BACK OFFICE GUEST ELEVATORS
BACK AREA

ANTIQUE
TABLE GUEST ELEVATORS

RECEPTION CONCIERGE
SPICE KITCHEN
COFFEE SHOP

SEATING
PBC

AREA
LOBBY LOUNGE

ENTRANCE Traveler desk

GUEST ROOMS AND GENERAL INFORMATION

Total Rooms- 414(sellable)

Check in time- 1500 hrs

Check out time- 1200 hrs

Telephone No.- 020 66833333

Fax No.- 020 25636363

No. of Channels in guest rooms- 63

Newspaper for Guest Rooms- Times of India

Smoking Floors- 11th & 22nd Floor

Executive Floor- 20th , 21st, 22nd, 23rd

ROOM CATEGORIES

Deluxe Rooms- 251

Executive Rooms- 120

Junior Suites- 35

Soho Suites- 7

Presidential Suite (Pratibha)- 1

SECTIONS OF THE FRONT OFFICE DEPARTMENT

 Front Desk
 At Your Service
 Business Center
 Guest Relations
 Concierge
 Bell Stand
 Executive Lounge
 Airport Services
FRONT DESK
- Systems and Procedures

The Front Desk is the first and most crucial point of contact for guests when they check-
in to the hotel.

The front desk deals with the following:

• Arrivals

• Departures

• Information

• Currency exchange

• Room Changes

• Telephone Handling

• Cash Handling procedures which can include cash advances, cash against credit
card, Paid out’s etc.

• Room Upgrades

• Room Up sells

• Safety Deposit box procedures

• Special request handling

• Taking Reservations

• Handling VIP arrivals

• Blocking of rooms

 Arrivals

The guest arriving into the Marriott hotel could either be one with a prior reservation or
he is a walk-in with no prior booking but has an intention to stay at the Marriott hotel.
The process of check-in at the Marriott hotel is as follows: The associate welcomes the
guest and asks for his name to be able to retrieve it on the systems. Once that is done the
associate prints out a registration card for the guest and takes down all the details
required. (The guest is made to sign the registration card as an acknowledgement to
ascertain his stay at the hotel and the rate that he is liable to pay to the hotel) Once the
necessary details have been filled in the associate prepares the key card and key for the
guest and hands it out and also requests the guest to identify his baggage at the Bell stand
to enable the bell stand to deliver his bags to the room. Also the associate enrolls guests
who are not members of the Marriott rewards program and explain the benefits to them.

 Departure:

At The Marriott hotel when a guest approaches the counter to check-out the front office
associate ascertains the guest name and room number, also checks if the guest is holding
any more rooms in the hotel so as to ascertain payment for those rooms as well. He/she
checks with the guest for any last minute mini bar charges that may have to be added on
to the bill.The bills are prepared as per the billing instructions. In case the guest is paying
by cash/credit card the correct amount is collected from the guest and the guest is
requested to sign the credit card slip.The guest is requested to fill in the GSS(guest
satisfaction survey) form. The FOA makes conversations with the guests to ascertain that
they have had a pleasant stay with them.In case a guest is booked through a travel agent
and the agent will be paying his room charges, the FOA ensures to collect the travel
agents voucher for the same.The FOA checks with the guest if he has require baggage
assistance and if not help is offered to have his bags brought from his room by informing
the bell desk. Also checks if the guest requires any kind of transportation to the airport.

 Currency exchange:
The hotel Marriotthas a lot of international in-house guests (foreigners) staying and these
guests probably travel either with credit cards, cash or travelers cheques. The front desk
associate facilitates the process of currency exchange for a guest staying in the hotel as
per the current rate displayedprominently at the front desk for the guests’ reference.
• Room change, upgrade and upsell:
At the Marriott hotel a guest requesting for a room change is moved to another room, the
reasons for the same could be many e.g.wanted a non-smoking room, wanted a better
view, room too far from the elevator etc. Room changes can be avoided if all the
necessary information is retieved at the time of check in and allot a room accordingly.

 Telephone handling:
At the Marriott hotel the front desk receive a lot of telephone calls. He/she answers all
calls within three rings and they inform the caller in case they are placing him on hold.
The extensions play a very vital role while handling the calls throughout the day. FOA is
aware of all the extensions that work place have.

 Safety deposit box procedures:

The Marriott hotel offers complimentary Safety deposit boxes facility to the guests for
them to store their valuables. There does exist a safe in the room as well but there are
some guests who prefer to use the safe in front office for safety reasons. It takes 2 keys to
open this safe, one master key that stays with FOA and the guest key that is handed over
to the guest.
 Taking reservations
Reservations at the Marriott is a part of the sales department and operates only during the
day, hence after reservation is shut all calls for reservations are directed to the front desk.
The basic facts the FOA ensures are;
 The dates that the reservation is for
 Rooms availability for that period
 The sold out dates.
 Any special request which for some reason hotel might not be able to entertain
etc.

 Handling V.I.P arrivals and blocking of rooms

At the Marriott hotel the VIP guest is pampered and every single request is taken care of.
VIP rooms are completely checked in terms of the set-up of the room, the amenities such
as flowers, fruits chocolates etc. All departments are kept aware of the VIP arrivals of the
day and as soon as the guest arrives the guest relation executive takes special care to
welcome them.VIP rooms amenities and blockings are taken care of by the Guest
relations, who ensure that every single detail is taken care of.

AT YOUR SERVICE
Agents are responsible for these critical elements of At Your Service:
 All functions of the PBX department, such as routing calls, wake-up calls,
 Guest messages, handling emergencies, etc.
 Taking all Room Service Orders.
 Handling requests for housekeeping items such as additional towels or
 Pillows.
 Many Front Desk tasks, such as granting stay overs, late checkouts, room
 Changes etc.
 Engineering related guest calls
 Placing follow-up calls to ensure guest needs are met to their satisfaction.
 Maintaining guest problem and problem resolution database in Guest Ware and
Fidelio
 Maintaining repeat guest profiles in Fidelio.
 Agents and Runners remain in contact through radio communication, and also keep a
running log of activities and delivery times.

TRAINEES AT AYS:

Trainees are supposed to be runners in AYS. As soon as there is guest requirement for
any amenity, the trainee supplies the amenities to the guest. A trainee has to go and make
new room key incase the guests’ old one is not working. He needs to attend emergency
calls as well. A trainee maintains the AYS store and keeps it clean.

BUSINESS CENTER

- Systems and Procedures

 Timings:-7am-11pm
 Functions on all seven days
The business center of the Marriott hotel has board room which can accommodate eight
guests.Tea/Coffee and cookies are served complimentary as a package when any
meeting room is sold. If the guest wants to conduct an interview or have a one – to – one
meeting, Private Offices are available with a capacity of three people.
 

CONCIERGE
- Systems and Procedures
The concierge or the information desk is one of the main sections of the Front Office
Department at the Marriott hotel. Here a group of dedicated associates handle some of
the major responsibilities of this department. The work area of this section revolves
around the following functions:

- Ticket Reconfirmation

- Guest Amenity Handling

- Car Services & Itinerary Planning.( Function that also be done by the travel desk )

Ticket Reconfirmation: The concierge holds responsibility for such operations in co-
ordination with the Travel Desk.Upon the guest request for reconfirmation of his airline
ticket, concierge checks for the departure date and time and ensures that the request is a
feasible one i.e.: the tickets are given for reconfirmation as per airline requirements and
not two hours prior to the flight.

The associate checks with the following details.

 Guest name and room no

 Departure date and time
 PNR No
 Airline Name
EXECUTIVE LOUNGE
 - Facilities:

7 bay Executive Lounge on 23rd floor overlooking the city

24 hours Business Centre

Wired & Wi-Fi Connectivity

Complimentary breakfast, daily cocktails &savouries are served with all day tea & coffee

EQUIPMENTS USED IN FRONT OFFICE DEPARTMENT

Telephone, Computers, Printers, Xerox machine, Scanner, Stationaries, Swipe machine,

Micros, Fax machine, Safety lockers, NCR machine for all revenue outlets & master NCR
machines for posting of charges.

REPORTS GENERATED IN THE FRONT OFFICE:-

• Reservation- Guest history card, Reservation status board, Forecasting report,

Group information sheet.
• Reception- Room report, Arrival and departure report, Room position status,
Occupancy status, Billing detail report, VIP arrival register.
• Night Auditor - Daily sales recapitulation report, Night report, Total sales of day,
Expected arrival, Expected departure, In house guest report.

DUTIES AND RESPONSIBILITIES OF THE FRONT OFFICE STAFF .

- Front office manager
1)He takes care of his staff.2) He conduct training classes for F.O staff
3)Manager studies on new trends and technology.4)He upgrades his staff and coordinates
with H.R department to select new staff.5)Conduct monthly Reception meeting to review
performance & discuss existing problems for improvement.
- Concierge
1) Ticket Reconfirmation 2) Guest Amenity Handling
3) Car Services & Itinerary Planning4) Concierge gives all information need by guests

- Receptionist
1) Welcoming the guests 2) Registration of guests 3) Updating room status 4)Handling
room keys5) Placing complimentary cakes in room 6) Keeping track on arrival and
departure of VIP guests
- Front office assistant:
1) Registers guests and allocates rooms. 2) Understands room status and room status
tracking. 3)Knows room locations and type of rooms available.4)Uses suggestive selling
methods to sell rooms and to promote other services of the hotel.5)Knows how to use
front office equipment.6)Processes guest check out
- Duty manager
1)Handles question of charges and check cashing, investigation of any guest comments
and coordination with emergency plans.3)Must be thoroughly familiar with hotel
procedures and policy concerning reservations, room assignments, baggage handling,
housekeeping methods, restaurant and room charges, credit and security. 4)Maintains a
logbook recording any unusual incidents. Reviews log book with department heads to
check on guest service conditions or to recommend changes in existing practices
5)Schedules duty roster and determines justification for manpower strength
6)Co-ordinates with various departments for effective guest handling
7)Trains all staff under him 8)Attends the general manager meeting.

- Bell captain
1) Supervises the lobby attendants. Controls their movement and activity on the lobby
attendant’s controls sheet.
2) Takes attendance and prepare staff schedules 3)Handle left luggage formalities and
maintain the baggage check room.4) Trains lobby attendants to maximize efficiency.
5) Organizes and supervises check in/out baggage formalities of group, crews etc.
6) Controls the sale of postage stamps and stationery.
7) Maintains records of all guests with” scanty baggage” and inform assistant manager-
lobby and front office. 9) Conducts daily briefing of the lobby attendants.
- Bell boy
1) The bell boy reports to the bell captain.2) Handles guests on arrival.
3) Takes the baggage from the car in the porch/gate to room using the “Baggi”.
4) Escorts the guest to the room on arrival. 5)Place the baggage in the room, on the
luggage rack. 6) Handles the departure of the guest
7) Under the instruction from the bell captain bring the baggage down from the room on
departure. 8) Check the room to ensure that the guest has left no article in room by
mistake.
9) Switch off all lights and air-conditioning. 11)Check for mail, messages guest in-house
and delivers it to the room. 11) Handles errands requested by guests and front office staff.
12)Reports guests with scanty baggage to the lobby manager.

ROOM TYPES AND ROOM RATES

Deluxe room Rs 6500/-

Executive Room Rs 8000/-

Junior Suite Rs 10500/-

Soho Suites Rs 13500/-

Presidential suite Rs 60000/-

DIFFERENT TYPES OF RATES

VAT LUXURY TAX SERVICE TAX
ROOMS 10% 12.36%
FOODS 12.50% 12.36%
DOMESTIC ALCOHOL 25% 12.36%
IMPORTED ALCOHOL 25% 12.36%
SOFT BEVERAGE 12.50% 12.36%
PACKED ITEMS 12.50% 12.36%
HALL RENTALS 12.36%
FRESH JUICE 12.50% 12.36%
TOBACO 12.50%

DEPARTMENTS COORDINATING WITH FRONT OFFICE

 Housekeeping
 For errands in providing extra facilities to a guest in his room.
 For the requisition of personnel uniforms.
 For cleaning & maintenance of lobby area.
 For emergency clearance in lobby happened by a guest or staff by accident.

 Engineering
 For maintenance work in lobby.
 Air-conditioning & lighting maintenance
 For operation of title & escalators.
 Any maintenance problem received by guest room
E.g.: A.C not working, basin is blocked, mini bar is not in good condition etc..

 Stores
For requisition of supplies, especially stationery.

 Security
To handle undesirable guest For security of guest & baggage and for security of
keys.

My training Schedule in Front Office

I was allotted the At Your Service section of the Front Office. I worked in AYS from 27 th
June to27th July.

Learning/ Observations
• I learnt to know and understand the guest needs and to handle an upset guest
accordingly.
• It is really impressive how the associates and the executives attend the guest calls
and handle any tactful situations wisely and carefully.
• I learnt patience from them. I learnt how to learn from the previous mistake and
keep focusing on improvising the next time.

HOUSE KEEPING
The primary function of the Housekeeping Department at the Marriott hotel is to maintain a
high standard of cleanliness and upkeep of the hotel. The co-ordination of the department's
efforts in maintaining guestrooms, public areas, and workspace, is most important in
providing maximum guest comfort and satisfaction, and the proper conditions for safe and
efficient work.By studying the organization of the department and the relationship it has
with other hotel departments, one will have a good background for understanding the
various roles of the Housekeeping employees.
 HIERARCHY

Director of House Keeping

Amit Pandita

House Keeping Manager

Anindya Sengupta

House Keeping Executives

Executive Store Executive Executive Executive Public

Shubham Minibar Laundary Area
Chaudhary Pankaj Rawat Shahid Ahmed Manish Joshi

Executive Executive
Executive Executive
Shubham Tushar
Mohit Bohra Santosh Dhebe
Choudhary Nimbhorkar

Asst Executive
housekeeper

Head Gardener

House Keeping
Associates & tailor

Florist

Trainees
JOB DESCRIPTION

- Executive housekeeper
 Every 2 guest floors has an Executive in JW Marriott
 Taking a round of all the public areas in the hotel.
 Checking grooming and briefing the associates and trainees.
 Checking floor pantries and guest floors for cleanliness and upkeep.
 Co-ordinates with all other departments for the effective and efficient work.
 Check the V.V.I.P rooms for upkeep, cleanliness and aesthetic appearance.
 Requisition of guestrooms cleaning supplies, cleaning materials etc.

- Pubic Area Executive

• Maintaining cleanliness and upkeep in the public areas.
• Arranging for center pieces or flower arrangements for banquet functions
• Maintaining clean and fresh restrooms. Checking guest floors for cleanliness and
upkeep.
- Associates
 Clean and tidy rooms as per sanitary regulations assigned.
 Change guestroom &bathroom linen
 Make guestroom beds
 Replenish guest supplies
 Undertake evening checks of the rooms and provide the turn down service.
 Check and secure room
 Handover to the housekeeper any article which a guest might have left behind in
the room
 Replenish the chamber maids trolley

- Tailor
 He does all stitching work of linen and uniforms of the hotel.

- Florist
 He does all garden work
 He handles all flower arrangement wherever its needs
HOUSEKEEPING CO-ORDINATION WITH OTHER DEPARTMENT

- Front Office
For selling rooms. For Every VIP arrivals, for every guest need related to Housekeeping.
Within the rooms division, housekeeping’s primary communications are with the front
office department, specifically with the front desk area. At the Marriott hotel the front
desk agent is not allowed to assign guestrooms until the rooms have been cleaned,
inspected and released by the housekeeping department. To ensure efficient rooming of
guests, housekeeping and the front office inform each other of changes in a room’s
status. Knowing whether a room is occupied, vacant on-change, out-of-order, or in
some other condition is important to rooms management.
- Engineering
The house keeping informs the maintenance and engineering department about problems
related electrical, plumbing etc. by issuing a maintenance job order. Also the maintenance
department request for a number of rooms for thorough servicing which is referred to as
“ken-fix it” from the room division when occupancies are low.

- F&B service
The house keeping department provides Linen & uniforms and also ensures all public
areas are cleaned as per requirement.

- F&B production
The house keeping provides Uniforms & Dusters.The F&B production department
coordinates with housekeeping while placing fruit platters in the guest room
- Security
The house keeping co-ordinateswith the security department for all safety procedures and
for secure handling of keys.

- Human Resource
The house keepingco-ordinates with the HR department for all related hiring of staff,
training, appraisal, salary, leave, PF, Increment, Promotion.

ROOMS
 414 ROOMS
Highlights:
• 251 deluxe
 38 Sq Mtrs : 380 sq ft
• 120 executives  Tea / Coffee Maker
 Laptop Size Electronic Safe
 2 Line Telephone
44 SUITES
 Wired & Wi-Fi in all guest
rooms
• 7 Soho Suites
 32’ LCD Television
• 35 Junior Suite  Walk-In Wardrobe
• 1 Presidential Suite  Iron / Iron Board
 Independent Shower Cubicles

General Room Amenities: Air conditioning, Alarm clock, Bottled water, Coffee
maker/tea service, Crib, Electrical adapters, Individual climate control, Iron and ironing
board, Luxurious bedding - down comforters, custom duvets, cotton-rich linens, Pillows:
down/feather, Pillows: foam, Pull-out sofa bed, Rollaway bed

Bathroom Amenities: Bathrobe, Hair dryer

Room Entertainment: Cable channel: CNN, Cable channel: ESPN, Cable channel:
HBO, Cable/satellite TV, Color TV,DVD movies available, Mini-bar, Plug In Panel

Kitchen Amenities: Microwave oven, Pots, pans, serving dishes, Silverware

 Business Amenities: Electrical outlet: desk level, Phone feature: speakerphone, Phone
feature: voice mail, Two-line phone

Deluxe Rooms Breakup-253

Deluxe room category is combination of both King and Twin rooms. All the Deluxe
rooms on the 11th floor are smoking rooms. Both 11th and 12th Floor have two disabled
rooms on each floor.

• Deluxe non smoking King 139

• Deluxe Non smoking Twin 82
• Deluxe smoking King 14
• Deluxe Smoking Twin 14
Facilities
 38sqm/409sqft
 This room is non-smoking
 Living/sitting area
 Walk-in closet
 Windows, soundproof
 Windows, floor to ceiling
Amenities
 All general room amenities

Executive Rooms- Breakup-121rooms

Executive Room category is combination of both King and Twin rooms. Executive rooms
on 22nd Floors are all smoking rooms. The executive rooms give access to the Executive
lounge.

 Executive Non smoking king 86

 Executive Non smoking Twin 4
 Executive smoking King 29
 Executive Smoking Twin 2
Room Features
 38sqm/409sqft
 Air-conditioned
 This room category have both smoking & non-smoking
 Living/sitting area
 Walk-in closet
 Windows, soundproof
 Windows, floor to ceiling
 Special Benefits
 This room features Executive lounge access
Complimentary food:
- Afternoon tea
- Hors d'oeuvres
- Dessert
 Cocktails, for a fee
 Complimentary non-alcoholic beverages
 Business services, for a fee
 Complimentary breakfast, daily cocktails & savories are served with all day tea &
coffee

Amenities
 All general room amenities

Junior Suite Breakup-35suites

Junior Suite is combination of Living area and bed room. Junior suites at 11 th and 22nd
floor are all smoking suites. Junior suites give access to the Executive lounge.

 Junior Suite Smoking 5

 Junior Suite Non-smoking 30
 Room Features

 70sqm/753sqft-82sqm/882sqft
 Air-conditioned
 This suite category have both smoking & non-smoking
 Living/sitting area
 Dining area
 Living room is separated
 Walk-in closet
 Windows, soundproof
 This room features Executive lounge access
Amenities
 All general room amenities
 Chocolate basket

Soho Suite Breakup – 8 Suites

Soho Suites are combination of living area and bedroom, with a walk in wardrobe. All the
Soho suites are on 10th floor. Soho suites give access to the Executive lounge.
 Room Features

 70sqm/753sqft-82sqm/882sqft
 Air-conditioned
 This suite category have both smoking & non-smoking
 Living/sitting area
 Dining area
 Living room is separated
 Walk-in closet
 Windows, soundproof
 Windows, floor to ceiling

Special Benefits

 This room features Executive lounge access

 Open: Sun-Sat, Open: 6:00 am - Midnight
Complimentary food:
- Afternoon tea
- Hors d'oeuvres
- Dessert
 Cocktails, for a fee & Complimentary non-alcoholic beverages
 Complimentary breakfast, daily cocktails & savories are served with all day tea &
coffee

- Amenities
 All general room amenities
 Chocolate baske

 Presidential Suite Breakup - 1 Suite

 Presidential suite is the combination of living area and bedroom, with an walk in
wardrobe. It has a separate pantry area. The Presidential suite is located on 22 nd floor
with an access to the Executive lounge.

Room Features

 Air-conditioned
 This room is non-smoking
 Living/sitting area
 Dining area
 Pantry Area
 Bath and Bathroom Features
 Marble bathroom
 Bathtub with spray jets

 Bathtub and shower separate

 Lighted makeup mirror

Special Benefits

 This room features Executive lounge access

 Open: Sun-Sat, Open: 6:00 am - Midnight
 Complimentary food:
 - afternoon tea
 - hors d'oeuvres
 - dessert
 Cocktails, for a fee & Complimentary non-alcoholic beverages
 Complimentary breakfast, daily cocktails & savories are served with all day tea &
coffee

Amenities
All general room amenities+ extra, Chocolate basket, Complimentary cake, Fruit basket,
DVD and CDs, Safety locker, Wine bottle, Champagne bottle

AREAS UNDER HOUSEKEEPING

-Guestroom
-Public Area
-Laundry
-Pest Control
Guestroom
At The Guestroom ( In the morning )
•Making a bed.
•Identification of guest supplies used in a room.
•Placement of guest supplies in a room.
•Types of flower arrangements used in the room
•Cleaning of a bathroom in a guest room.
•Dusting a room.
•Using a wet & dry vacuum cleaner.
•Tuning a Television and checking the LCD player.
•Stacking of trolleys and pantries.

At The Guestroom (In The Evening)

•Provide Turn down service.
Public Area
 At the Marriott hotel housekeeping is responsible for the cleanliness of all hotel
public Areas. These areas include Restaurants, Banquets, Health club, swimming pool,
Spa , all guest area, back offices
 Public Area cleaning includes cleaning of Restrooms, elevators and lobby
 There will be no attendants stationed in the washrooms however; these areas will
be checked on a regular basis.
 When meeting guests in the public areas or guest corridors, Housekeeping
employees will smile and greet the guests warmly.
 Housekeeping will clean all the hotel administration offices and back of house
areas. This will be completed before the beginning of each working day.
 Using a wringer mop trolley
 Using a dry & wet mop.
 Using the Scrubbing Machine
 Using the Buffing Machine
 Using the wet & dry vacuum cleaner.
 Cleaning the Cloakrooms
Laundry
Laundry is situated on basement near Engineering Department and is under direct control
of Housekeeping Manager.Staff at laundry are responsible for maintaining the clean
standard of all Hotel linen & uniforms.Linen & Uniforms washed in laundry are directly
handed over to Linen & Uniform Room for distribution.

Linen & Uniform Room

The room is situated on basement and is responsible for maintaining the clean
standard of all Hotel linen & uniforms.Linen & Uniforms are issued following a clean
for dirty procedure.

Control Desk: Control Desk is at basement and is responsible for attending all guest
calls promptly and efficiently within a specified time.Also known as nerve center is
responsible to co-ordinate effectively with Front Office & Engineering.Maintenance
system at the desk and the follow up.
- Message register.
 - LeHost.
Follow up on guest requests and messages.

Hours of operation
The housekeeping department operates on a 24-hour basis. Calls for housekeeping are
directed to the Lobby Reception at Midnight till 0600 hrs. There are attendant on duty 24
hours to carry out guest requests.
Pest Control
Pest control is carried out after every 3 months.
There is a pest control schedule. It will fill up as the pest control carried out.
Also there will be a schedule for public area (All restaurants, kitchen, and all stores).
Shift timing
Housekeeping is managed by 32 persons with 5 relievers for the entire premises on all
days. It works on 3 shifts in a day.
1st shift: 06:00-15:00hrs. ---- One operator.
2nd shift: 02:30-23:30hrs. ---- Three operators
3rd shift: 22:00-08:00hrs. ---- One operator
All kinds of cleaning jobs are divided between them including special/spring
cleaning.Regular room cleaning takes place between 09:00 to 15:00hrs.

Trainee Work: My work as a trainee in housekeeping was to keep the respective

pantries allotted to me, neat and clean. I used to sweep and mop the pantry and do dry
dusting on the guest floor. Then I collected Linen required for my floor which the
associates used to take as and when required. After arranging the linen in the pantry, I
used to vacuum the guest corridors. Later in the evening I used to again bring linen
for my pantry. Before leaving, we were supposed to out the garbage linen in the
laundry room.

EQUIPMENTS
 Housekeeping Trolleys Vacuums & Dust Bags Dusting

Floor Mopping Squeegee Buckets and Wringers

Socket Mop
Lost and Found Procedure
The item found is brought to the notice of DM and is recorded in a lost and found register
with details of guest and signature of the HK person and the DM and the item is serially
marked. An attempt is made on the same day to send an email to the guest informing
about the item found and record the same. If any claim of the said item is made it is
recorded after proper authentication and under the signature the same is returned and
entered in the book, against serial number and authentication Every 3 months the items
which remain unclaimed and efforts have been made to contact the guests who have left
them they should be screened and personal items like underwear etc should be discarded ,
rest should be segregated and auctioned to the staff in a small gathering at nominal
amounts (The auction to be done when somebody from corporate office visits the unit).
The amount so collected is put  into the staff  welfare fund

Annexures
Desk register

Public area cleaning schedule – fortnightly

Departure register

Morning occupancy report

Floor boy report

Room check list (clockwise)

Floor room linen inventory

 CULINARY

At the Marriott hotelkitchen work and chefs are the heart of the hotel. Guests who patronize
the Marriott hotel would visit them for various reasons, for locality, comfort, pricing and
even for the food that is served and presented to them. Also there are some who visit for the
purpose of having a meal or snack. Whatever the case maybe, the kitchen plays an important
role for the existence and sustenance of the hotel. Working in the Marriott hotel kitchen was
interesting, tiring, challenging and even exciting. With all the modern technology and
gadgetry, these kitchens have turned out be somewhat high tech and more convenient. The
kitchens are so well equipped and maintained, with freezer rooms, to separate kitchens for
the preparation of cakes, bread and pastry. With all the novel stoves, ovens and microwaves
it was indeed a fantastic place to work in and a wonderful experience. The hotel has an
Executive Chef and working under him there are different categories of chefs. They are Chef
de Cuisine, Chef de Partie, Demi Chef, Commis Chef, Sous Chef etc. The duties of these
chefs will vary from one to another. The Executive Chef or the Head Chef oversees and
supervises the department, and will instruct them accordingly as to what the duties for the
day are. They are also responsible in all matters pertaining to the department, such as leave,
attending to personal issues, attending board meetings and scheduling the work to each staff
member. They are expected to work on shift basis as a hotel function 24-7. Not only
preparation, the presentation of the food is also equally important. An expected
attribute of a chef is creativity and novelty. The hotel is continuously trying to
improvise ways and means to allure guest to their hotel by having food fares and
promotions. Good communication skills are important for the success of the hotel’s
mission. While constant training of the staff is done by the Executive Chefs, they are
also expected at times to speak to guests and attend to some special needs. Cleanliness
and good hygiene is maintained at all times, it is said that the standard of the hotel
could be judged by its kitchen.

HIERARCHY

Executive Chef
Chef Anurag Narsinghani

Sous chef

Chef de partie

Commis I

Commis II

Commis III

Apprentice

JOB DESCRIPTIONS
Trainees
 Executive Chef / Chef : at the Marriott hotel executive Chef perform managerial
duties only and supervise a number of chefs. Responsible for Recipe standardization,
overall food quality, food served to the guest. Distributes / organize the Guest Food order,
Hygiene, Aware of new trends and costs, Assist in a Food Purchase specification. He
checks all restaurant and banquet buffet personally every day.

Sous Chef:at the Marriott hotel he calls up the order from the kitchen and supervises
the services. He is responsible for day-to-day functioning of the kitchen. He supervises
the activity of the kitchen. Also give instruction to commi chefs

Chef de partie-for the different sections in a kitchen there are separate heads to
supervise the functioning of each section. The chef de partie is responsible for the day to
day functioning of his department/ section, and are or more commis cooks depending
upon the load of work assist him.

Chef saucier: Responsible for cooking meat & chicken (except grilled)Responsible for
cooking meat sauces, Replaces the sous chef when absent

Chef Garde-Manger : Responsible for cold food production (salads, hors d'oeuvres,
salad sauces), Butcher (cuts meat, chicken, fish)

Commis(cooks) : Assists chefs de partie every day.Make Mise-en-Place (preparation,

cleaning, washing) also they pick up stores every day.

COORDINATION WITH OTHER DEPARTMENTS

- F&B service
• Kitchen coordinates with service every day to get total number of booking done by
guests.
• With banquet coordinates for the information of the function every day for example:
how many fax function, dishes served in buffet, any starters and for special requests
like spicy food, pure veg etc.
• It informs service department of availability and non-available dishes
• Kitchen informs dish of the day to the service department
• For feedback of the guests.

- Housekeeping
• Coordinate for cleaning of the kitchen
• For pest control of the kitchen

- Front office
• For detail about VIP arrivals so that kitchen can be ready with amenities requested by
guests like pastries, chocolates, etc.
• Gives information about taste panel.
• To know occupancy percentage

- Engineering
• For All maintenance jobs

- Stewarding
• For pot wash
• If any spillage coordinate for cleanliness

SANITATION AND SAFETY PROCEDURE

• Final product to be observed that it is always maintained at right temperatures.
• Baking of each product to be carried at right temperatures so as to maximize the shelf
life of same.
• Proper hygiene standards to be maintained as half of the products used are highly
perishable in nature.
• More of cold work is carried out so handling temperature are also very important
• Personal hygiene.
• No one enter kitchen without covering their food.
• Person who is untidy and dirty is not allowed to work.
• Person having spreadable disease is not allowed to come near food.
• Kitchen cleaned at least five times a day.
• Strict garbage disposal system..
• Food stored should have sticker showing when it was packed, the date of expiry and
who packed it.
• Cooked food and raw food have different walk inn.
• Vegetarian and non vegetarian food always kept separate in different walk in.

THE KITCHEN HAS BEEN DIVIDED INTO THE FOLLOWING SECTIONS.

 Main kitchen divided into

• Indian
• South indian
• Chinese
• Continental
• Tandoor
• Mithai
 Garde- manger
 Pantry
 Bakery confectionery
 Butchery
 Specialty kitchens
• Alto Vino kitchen(Italian)
• Spice kitchen
• Shakahari kitchen(vegetarian)
• Paasha kitchen

• Main kitchen
- Layout
Walk inn Pot wash

South indian Chinese

Indian
Refrigerator

Mithai Continental
Tandoor
 All food pick up dishes
(food pan, roti basket etc.)
Food pick up table

• INDIAN SECTION

This kitchen specializes in preparation of the Indian cuisine e.g.-biryani, Indian bread,
tandoor, dal, and other vegetarian and non –vegetarian gravies. This is the busiest kitchen
and has highest number of staff. Prepares food for the banquet halls as per the menu given
to them by the banquet controls. It also prepares food for the in room dining after
receiving the KOT. After preparation of food the food is kept under food warmer, till the
service department picks it up for serving it to the guest.

It also caters to the restaurant, sometimes when the dishes are ordered by the guest are not
on the menu or not prepared in restaurant kitchens. Specialty of this kitchen is the Indian
preparation and kebabs. This kitchen has the north Indian thali for the room service which
includes two non-vegetarian dishes, one vegetarian dish, raita, dry vegetable preparation
and phulkas, rice and rasmalai and 2 papad given in a basket along with salad, and pickle
(mango chhunda).

• SOUTH INDIAN
South Indian kitchen caters to order of banquets, restaurants, and In Room Dining menu
order. It serves specialty of Chettinad, Malabar, and Andhra cuisine. This section serves
the In room dining thali one vegetarian gravy item, two vegetarian dry items, buttermilk,
poories, rice ,curd rice,sambhar,rasam,mysore pak ,pickle and 2 papad served in a basket.
Some of the exquisite dishes are masala dosa, uttapam, vada etc.South Indian cuisine is
distinguished by a greater emphasis on rice as the staple grain, the liberal use of coconut
and particularly coconut oil and curry leaves, and the ubiquity of sambar and rasam (also
called saaru'/'chaaru) at meals.The dosa, idli, vada, bonda, and bajji are typical South
Indian snacks. These are generally consumed as breakfast. Andhra, Chettinad,
Hyderabadi, Mangalorean, and Kerala cuisines each have distinct tastes and methods of
cooking.

• CHINESE KITCHEN
Located adjacent to the Indian kitchen and serves banquet, room service and restaurant
with Chinese delicacies. All necessary soups are prepared early, prior to start of the
restaurants and stored in Bain- Marie. When the KOT arrives the soups are reheated and
necessary ingredients and garnished are added and prepared. Some of the notable dishes
are wonton soup, barbecued spareribs, quick fried prawns, prawn egg fried rice, stir- fry
noodles, sweet and sour pork, chicken with walnut and celery, special mixed vegetables.
Stir –fry tofu salad, etc.

• CONTINENTAL KITCHEN
The kitchen serves the banquet halls, room service and restaurants if the restaurant
kitchen is unable to meet the demand in the continental food. It specially serves breakfast,
as most guest prefer a continental breakfast to any other. Some special dishes such as
finger chips, fish finger with tartar sauce, porridge, omelets, etc. The continental kitchen
also prepares accompaniments for the breakfast tray for he room service like hash brown
potato, tomato rippini, wafers etc.

• TANDOOR
This kitchen is a part of indian section. Serves the banquet halls, room service and
restaurants a variety of indian breads. Its specially serves main course. Dishes prepared in
this section are tandoor roti, phulka, naan, kulcha. This section also prepares some starters
like paneer tikka, baby corn tikka, etc.

• MITHAI
This section is a part of indian section. Serves the banquet hall, room service, restaurant
kitchen with delicious indian sweets. Dishes made in this section are gulab jamun,
rasmalai, rabri, etc. It usually serves at lunch and dinner. Other time it helps in making
French fries, smilies, wedges, etc.
Ingredients used in main kitchen are

Tomatoes, potatoes, onion, rice, refined flour, oil-coconut or refined soya oil, ginger,
garlic, curry leaves, tamarind, Cucumber, Coconuts, Pulses, Beans, Carrot, Green chilies,
Coriander,
Ghee,Lemon, Lettuce(iceberg,romaine,lolorosso,raicchio,rocula), Bell peppers,
Zucchini& cherry tomatoes, Avocado, Black olives, Green olives with pimentos,
Artichoke bottoms, Gherkins pickled, Baked beans, Capers, Aceto di vino(white wine),
Eggless mayonnaise,
Sardines in oil, Tuna in oil, Aceto di vino(red wine), Szechwan Pepper, Dried black
mushrooms, Chinese wine, Ginger root, Oyster sauce, Chinkiang Black Rice vinegar,
Sesame oil, Chilly paste, Jasmine scented rice, Sugar, Flavored spices, Milk, Dry fruits,
Khoya, Saffron, Nutmeg, Condensed milk, Mace, Cardamoms

Masalas

Cinnamon, Cumin, Cloves, Asafetida, Sambar power, Rasam powder, Fenugreek, Fennel,
Salt, Red chilly powder, Black pepper powder, Jeera powder, Garam masala powder,
Crushed, coriander seeds and black pepper corns, Kokum.
Equipment used in main kitchen are

Table, Salamander, Refrigerator, Micro wave, Walk inn, Convention oven, Oven, Wincer,
Wet grinder, Dry masala grinder, Tandoor, Romali roti counter, Chinese Burners, Dim
sum steamer

Shifts timings for kitchen

First shift: 0600 to 1500hours

Second shift: 1300 to 2200 hours

Break shift: 1000 to 1500 hours

1900 to 2400 hours

Night shift: 2200to 0700 hours

• Garde manger
Walk inn Walk inn
(Vegetable storage) (Fruits storage)
Trolley
vegeta
stora

Working table
 e
es

ry
Equipment
Entrance

Deep Freezer

The salad section or cold kitchen or garde manger has a vital role to play in the kitchen.
All salads, cold cuts, carving used as decoration etc. are prepared here and sent to the
restaurants and banquets. The workload in the cold kitchen is more during the morning
and lunch hour
The salad section or cold kitchen or garde manger has a vital role to play in the kitchen.
All salads, cold cuts, carving used as decoration etc. are prepared here and sent to the
restaurants and banquets. The workload in the cold kitchen is more during the morning
and lunch hour as it has to provide fruits to the room service and in the lunch time
preparation of salads and preparation of cold sauces, and hi-tea items for the lounge that
include the caviar with the accompaniments, canapés , cold meat cuts for the club lounge .
The garde manger works from 7am to 7pm and there are two chefs during this shift. Fully
air conditioned it has good facilities for storage of fruits, vegetables, and other ingredients
at the end of the day the mise- en- place is done for the next day.
Ingredients used in garde manger kitchen are
Chinese cabbage, Red radish, Onion, Potato, Celery table, Red cabbage, Thyme,
Oregano, Parsley, Leeks, Water cress, Avocado, Artichoke, Brussels sprouts, Lettuce,
Table orange, Juice orange, Sweet lime juice, Table apple red delivious, Papaya,
Pineapple, Banana table,
Chickoo, Table grape fruit, Seedless grapes, Green grapes, Black grapes, Red grapes,
Figs, Lychees, Water melon, Sugar melon, Langda mango, Gola mango, Disco papaya,
Alphonso mango, Pears, Tender coconut, Pairy mango, Custard apple, Dasheri mango.

• Bakery confectionery

Bakery Trolley
sheeter
Dough sheeter

Ovens Proving machine

Equipment
Equipment (moulds,
Dough

pie
pie dish
dish etc.)

Working table
chiller
Deep chiller

(moulds,
etc.)
Deep

Dough maker
Entrance

machine
Pot wash
Whi
Wh
 Coole

machine
machine
r Basin

room
Chocolate room
Chocolate
Working table Working table

whisk machine

Working table
(hot plate)

Confectionary

The bakery and confectionery prepares dessert, bread, rolls, petit fours, hi-tea items,
cakes etc. For all the food and beverage service outlets. The bakery is divided into two
sections; one is the bakery where in the preparation and baking of sponges, breads, rolls,
and cookies etc. The other section is the confectionery where all kinds of cakes, chocolate
preparation, and decoration are done. The bakery provides bread and bunto the pantry
kitchen, desserts for the lunch and dinner buffet at the coffee shop, aromatic cookies,,
petit fours , turndown dessert to room service.

Work done in each shifts

Morning shift (6am-5pm)

• attending briefing
• set up buffet at all the outlets
• cutting, garnishing of the dishes
• keep equipment ready for next day
• keeping backup for the next day
• inventory
• giving requisition to storage department
• hand over to afternoon shift

Afternoon shift (1pm-10pm, 3pm-12am)

 • afternoon shift does all production work
• pick up stores
• setting properly stores items
• clear the buffet of all the outlet

Night shift (10am-7pm)

• night shift does all bakery work

• Ingredients used in bakery are:

Wheat flour, Multigrain flour, Sugar, Salt, Sap gel, Baking powder, Ganache, Cocoa
powder, Compound chocolate dark &white, Butter, Refined flour, Yeast, Bread crumbs,
Dry fruits, Fresh fruits, Eggs, Spices, milk, whipped cream, amol cream, cookies, gelatin,
corn floor, baking soda, dry coconut, carrot, tutee fruity, condensed milk, blue berry
filling, blackberry filling, glaze, chocolate glaze, mango pulp, dark cherry filling,
raspberry filling, cheeses,

Equipment used in bakery are:

Dough sheeter, Whisk machine, Moulds, Pie dish, Oven, Dough maker, Proving machine,
chopping board, weighing machine, Knives, Brush.

The cold room

The cold room /walk-in in the main kitchen are the biggest cooler of its kind in the hotel
with airtight doors, it helps kitchen to keep the food cold within thus helping preserving
the food and raw materials for long time. The cold room is divided into 3 compartments –
the first compartment is the area where the vegetables are store in different racks. The
other is the basic mise-en-place. The third section in the cold room is allotted to the
various sections in the main kitchen to keep the prepared mise-en- place and prepared
items.

Deep freezer

The temperature of the deep freezer is about -9degree Celsius approximately. The deep
freezer is used to store all frozen items like meat products, poultry, seafood and section is
even given to the bakery where all the short pastry dough and some of the dessert
preparation are kept. In the outer part of this deep freezer milk is stores and even
convenience food like puree, green peas etc,

• Butchery
- layout

Walk in
Working
Working table

Working
Working table
table

Weighing
machine.

machine,
Weighing
machine.

machine,
mincing
mincing
The butchery is located at the basement, closer to the receiving department. Chef-de-
table
partie maintains the butchery. This section receives all the meat items according to
standard Basin
purchase specification every morning. It supplies different
Entrancemeat items to the
restaurant kitchen according to the needs. The butcher receives directions from the senior
chef and he will carry out his duties accordingly. Type of meat received may include
Mutton, Beef, Fish and other sea food. The meat after receiving is cut into desired sites
and is picked in separate packets, weighed and kept in the freezer. Each day an indent of
how much meat and fish is required for the next day is given to the butchery section by
various outlets which help in knowing the quantity. After the meat is weighed, it is
labeled and put in plastic bags and is stored in the walk-in. As and when the requisition is
made the meat is accordingly distributed.
Ingredients used in butchery section are:

Chicken, fish, prawns, beef, mutton, lamb

Equipment used in butchery section are:

chopping board, weighing machine, Mincing machine, Potato peeler, chopper.

 Specialty kitchens

•Alto Vino kitchen(Italian)

Pizza and pasta are the popular dishes that are served. The break shift chefs prepare for
the lunch buffet, the second chefs does the mesa for the dinner and the night shift chef
does the mesa for the next day and fills the al-a-carte tray.
Ingredients used in Italian kitchen are

Anchovy - Alice, acciugha Arborio rice - Arborio

Bacon - pancetta, guancialeBalsamic Vinegar - aceto balsamio
Basil - basilicoBay Leaf - alloro
Capers - caperiChili Peppers - peperoncino
Heavy Cream - pannaGarlic - aglio
Nutmeg - noce moscatoOlive Oil - olio d'oliva
Oregano - origanoParsley - prezzemelo
Pine Nuts - pinoliPorcini Mushrooms - funghi porcini
Prosciutto ham - prosciuttoRosemary - rosemarino
Sage - salviaThyme - timo
Tomato - pomodoroWalnuts - noce
Zucchini Blossoms - fiore di zucchini

• Spice kitchen

The spice kitchen caters to three different sections of the restaurant. It also has a Garde
Manger. The spice kitchen is categorized as spice kitchen and Live/display kitchen. The
chefs’ being young and enthusiastic creates a fresh and zesty environment. spice is one of
the few restaurants in India where the chefs’ personally assist the guest in choosing from
the wide variety the restaurant offers and interact with them on personal level. The chefs
show faith in the trainees and permit them to explore their creativity by running the salad
bar on their own. The spice kitchen offers three different world cuisines and showcases a
‘live kitchen’ too. The live kitchen has 5 sections where the chefs’ showcase their talent
to the guests by preparing the entire order in the guests’ presents unless it’s unreasonably
busy. Eatables like sandwiches, milk shakes, sweet dish, shawarmas, pizzas, pastas,
dosas, etc are picked up from the live counted and served to the guest. The ice cream
trolsen offers 8 varieties of ice cream to the guests.

The equipment used in thespice kitchen are: Gas stoves, Hot plate for slight
cooking/grilling, Tandoor, Deep freezers, Chiller, Freezer, Walk-in, Microwave and a
steamer.
FOOD AND BEVERAGE CONTROL PROCEDURE

At the Marriott hotel purchase order is made in triplicate by store proper and sent to chef
for approval.Chef goes through the purchase order and after approving it, he forwards it
to purchase manager. Purchase manager calls select suppliers according to the nature of
food items. Purchase order is forwarded to receiving. When goods order comes, the
supplier brings it to the hotel along with the invoice in duplicate. Chef and purchase
manager checks the quantity and quality. Invoice is then forwarded to store officer for
raising local purchase order.Store officer after raising local purchaser order forwards it to
receiving where the receiving officer attaches the copy of invoice and gives it to supplier.
Second copy of invoice is send to accounts for payment. All the details of food i.e. type,
quantity; quality is summarized in food sheet.

Menu planning: At the Marriott hotel the menu planning is done by the Executive, sous
chef with the help of other product staff report generated by finance department which
helps in menu engineering . There are few things that are to be kept in mind will doing
this are that a summary of 2 to 3 month should be taken and the event calendar should be
referred as it has an influence on the product mix. While preparing menu the selector of
the menu it guide through the process to make sure that all the4 section are given
important and a local dish is also included.

Indenting and Costing: At the Marriott Hotel the indenting is done by the sous chef with
the help of Chef de partie. It then approved by the executive chef or in his absence by
executive sous chef .At this time the reason has to be provide for the quantity specified In
case of the item that is to be imported they are indented in advance and a separate
budgeting is done while receiving such items chef personal checks the item for any kind
of damage, for expire and compare with the indent.

Garbage disposal: The color coded garbage bins are placed in the kitchen the staffs are
trained by the hygiene manager about the color code and the importance of it and Green
garbage box only for food waste, Yellow garbage box only for paper and plastic waste,
Red garbage box only for broken glass, Grey garbage box only for wet garbage.The wet
garbage goes to the piggery and the garbage is checked by the kitchen stewarding in the
presence of security for any kind of equipment. It is picked up by the contactor in the
early morning 5.00am
 FOOD AND BEVERAGE SERVICE

Food and Beverage Department (F&B) is responsible for maintaining high quality
of food and service, food costing, managing restaurants, bars, etc. Food & Beverage
Outlets are divided in to the following categories: 1. Restaurants: Restaurants are
places where Food & Drink is served
 HIERARCHY

Director of F&B Service

Mr. Harshad Nalawade

Asst Director of F&B Service

Mr.Kashyap

Director of restaurants Event Director

Mr. Suneeth Mr. Pradeep

Event manager
Mr. Rakesh
Restaurant managers

Event Executive
Spice kitchen Pasha Alto-Vino
Mr. Amol
Mr.Sandeep Mr. Aman Mr.Gaurav

Shakahari PBC Miami Banquet Manager

Mr. Manoj Mr. Partha Mr.Akshay Niraj Kulkarni

Asst Restaurant managers Asst Banquet Manager

Akhand Pratap

Restaurant Executives
Banquet Executives
Suraj, Avinash,Randhir

Restaurant Asst Executives

Associates

Team Leaders
Casuals

Associates
JOB DESCRIPTION

- Restaurant Manager

Participates in weekly sales strategy forecast meeting to anticipate service and staffing
needs. Bring new ideas to the table. Think of unique ways of increasing revenues and
increasing profitability. Assist Food and Beverage manager in making and implementing
marketing plan for the outlet. Motivate team to up sell with focused training on up selling.
Ensures staff understands local and state liquor laws; monitors alcohol beverage service
in compliance with local laws. Address all maintenance issues with Engineering. Train all
associates on accounting procedures. Ensures cash control and liquor control procedures
are followed by all Restaurant, Bar/Lounge and Room Service associates.

- F&B Executive

Responsible to ensure complete transparency in accounting and control procedures in the

outlet. Maintain harmony between kitchen and service associates. Conduct and organize
monthly get together for team. Review and carry out performance appraisals of relevant
departmental associates on time as scheduled. Responsible for exceeding budget and
achieving targets for the outlet. Bring new ideas to the table. Think of unique ways of
increasing revenues and increasing profitability. Make profit and loss statement with
critique for each month. Monitors all problem areas and ensures that these are either
corrected or a proposed solution should be forwarded to the Food & Beverage Manager.

- F&B Service Associate

Performs all the service related tasks in the department and complies with and exceeds
standard operating procedures. Ensure guest satisfaction through personalized, efficient
service. Is responsible that all customers leave satisfied. Maintain facilities and
equipment in perfect condition and follow procedures to keep breakages and losses to an
absolute minimum. Be aware of events, food festivals, functions and operations in the
food & beverage department. Recognize all guests and extend a warm welcome and a
fond farewell. Attend daily briefings and pro-actively listen and participate as required.
Set –up assigned station correctly and uniformly, using: clean pressed linen, clean
unspotted silverware, clean china without chips or cracks; clean unspotted glassware.
Table complements, ashtrays, flowers, lamps should be clean and in adequate quantity. Is
knowledgeable of all menu items, their garnish, contents and preparation methods and is
prepared to answer any guest questions about the menu in a direct, concise way. Is aware
of Daily specials, soups, drinks and any promotion/ festivals on at the restaurant and in
the F & B Division. Is able to operate Micros, following policies for voids/billing.
Ensure that food pick up is instant thus ensuring that the guest gets, hot food hot and cold
food cold. Ensure correct billing and process payments speedily.

- Hostess

Maintains proper guest record in the restaurant through guest comment card & reservation
register. Calling up guest during special events & promotions. Maintain & manage the
restaurant desk efficiently during operational hours. Maintain company sanitation
standards in the department. Responsible for guest supplies in the restaurant. Recognize
all guests and extend a warm welcome and a fond farewell. Continuously give feedback
to the F&B Executive in an effort to improve services.Open and close shifts as assigned
and according to the departmental SOPs. Ensures that feedback is received from all guests
in the prescribed format. Ensures that the restaurant is always presentable to guests.
Prepares a daily summary and turns in the same at the front desk with all completed
restaurantcheques.

CO-ORDINATION WITH DEPARTMENTS

- Engineering

 A/C temperature to be maintained as per area and time of the day

 Channel MUSIC

 Lights and Electrical fittings to be checked

 Maintenance of furniture

 Trolleys to be maintained (Food, Chairs trolleys etc)

 Support in themes through additional lighting etc.

 Electrical equipments and machines to be maintained on regular basis (Fridges ,

 coffee machine etc)

- Front office

 To float arrival and departure notifications

 Billing instructions of guest, groups to be specified

 Amenity vouchers for fruit basket, welcome drink etc to be given to F & B 

 Guest profile. (Co-coordinator, special arrangements, VIP’s, guest birthday,

anniversary, guest history etc)

 To post proper details in the system (discounts, complimentary, AP, CP Pkg etc)

 Check out information so that all bills are posted in guest folio before check out.

 Information on Bed tea request with time.

 Information on shifting of guest room

 Information on bookings (restaurant tables) if any.

- Kitchen

 Days special-- Board Maintained (Soup, Starters and Desserts)

 Non- Availability -- Board Maintained

 Proper pickup at Kitchen (Counter chef to be kept)

 Consistency and quality of food

 Food Festivals etc. to be planned

 Breakage control at Utility

 Effective cleaning of crockery, cutlery.

 Live stations in the restaurant

 Fix up days for picking items from the Stores

 To check adequate supply is maintained

 Standard of material is maintained

- Housekeeping

 We coordinate with them in keeping f & b service neat and clean at every point of
time.

 They help in keeping track on linen count through inventory.

 Keep a proper check on soiled linen and returning us the fresh linen for our smooth
operations.

 Issue us fresh, spotless and crisp uniforms.

 HK checks that f & b area are regularly check and replace napkins in clock rooms at
Look after regular interval.

 Look after our floral requirements.

 Pest control.

 Maintain our upholstery, chair covers and sofa covers,

 Assistance in festivals with theme uniforms.

FOOD AND BEVERAGE OUTLETS

• SPICE KITCHEN
 • Dress code: Casual

• Cover:248

• Chef: Gaurav Hedgekar

• Manager: Mr. Sandeep

• Location: Lobby Floor of the hotel

Spice is a coffee shop of Pune Marriott hotel and convention centre. Operating for
24 hrs. Three meals, multi cuisine restaurant, serves breakfast, lunch and dinner
buffet this is also supported by an al carte menu. Interactive live kitchens, juice bar,
sumptuous buffets define the outlet food and beverage offering.

• Modern, Stylish and buzzing with activity. Spice kitchen is all about fresh, live
and made for you.

• Wood fired oven, grill, juice bar in the restaurant engage the guest and create the
perfect dining ambience.
 • The buffet is the focal point.

• The Show kitchen behind the buffet, showcases the different culinary styles in the
restaurant - tandoor, wok, saucier

• Under lit ice wells add to the theatrics.

• Outdoor patio provides an ideal mix - lounge or dine.

Entertainment

• Mixed lounge music integrating ethnic and international artists.

• Music Styling is recommended.

Timing of the restaurant

Break fast: 0600-1100hrs

Lunch buffet:1200-1500hrs

Dinner buffet: 1900-2100hrs

Saturday, Sunday brunch: 1100-1500hrs

A’ la carte menu throughout the day -24hrs service

Buffet rates

Breakfast: 550/- + taxes

Lunch and Dinner: 880/- + taxes

Saturday, Sunday brunch: vegetarian- 1050/- + taxes

Non-vegetarian- 1300/- + taxes

  ALTO-VINO

• Dress code: Casual
• Cover:90
• Chef: Christian Hubber
• Manager: Gaurav Choudhary

Alto Vino is best described as modern, minimalist restaurant, yet its simplistic
design and concept is unmistakably Italian. The imposing Wine Bar and the Wood
fired Oven are the two signature feature of the restaurant. Upscale casual Italian
restaurant nothing more nothing less.

• Light stone flooring, cool lighting, white savarin marble table and satin finish
Legno Veneer furniture all packaged in a clean very Italian Design.

• A Wine tasting table at the entrance, running parallel to the wine display racks set
tone for the restaurant.
• A sumptuous antipasti counter and a wood fired oven greets the guest with the
rustic, home style Italian food.

• Wine bar and floor to ceiling wine display racks gently remind the guests of the
extensive Italian wine collection at Alto Vino.

• Glass walls on three sides of the restaurant allow the guest relax and enjoy the
view of the bustling Senapati Bapat Road.

Timing of the restaurant

Lunch buffet:1200-1500hrs

Dinner buffet: 1900-2100hrs

Saturday, Sunday brunch: 1100-1500hrs

Buffet rates

Lunch and Dinner: 790/- + taxes

Saturday, Sunday brunch: vegetarian- 999/- + taxes

Non-vegetarian- 1030/- + taxes

 SHAKAHARI
 • Chef: Ram Kishan

• Dress code: Casual

• Cover: 168

• Manager: Mr. Manoj

• Location: 1st floor.

The signature vegetarian restaurant. Shakhahari is all about cooking techniques,

authentic Indian vegetarian, Jain and Marwari food and Asian vegetarian food. The
beverage menu includes an interesting collection of iced teas and egan wines. Open
for dinner throughout the week and lunch on Saturday and Sunday.

• Cool modern décor.

• Open kitchen with 3 large EVO grills.

• Back kitchen is divided into separate sections each dedicated to a different

cooking technique Steam, Grill, Tandoor, Baked and Wok.
 • Large community table to seat 18 guests.

• Outdoor seating with trendy Dedon furniture.

• Herb Garden.

• A contemporary bar.

Entertainment

• Music styling is used in the outlet.

• Music transcends from lounge early evening to modern Indian and up beat as the
evening progresses.

Timing of the restaurant

Sunday Lunch: 12.30pm-3pm

Dinner buffet: 7pm-9pm

Saturday, Sunday brunch: 12.30pm-3.30pm

Buffet rates

Dinner: 1000/- + taxes

Saturday, Sunday brunch: vegetarian- 1160/- + taxes with soft beverages

 PAASHA
Open to sky view

• Dress code: Smart Casuals

• Cover:170
• Chef: Pushpinder Singh
• Manager: Aman Raj
• Bar Manager: Akshay Chemburkar
• Location: 24th floor
Upbeat, Indian Lounge, candles, mood lighting, Indian lounge music, stylish. Indi
Chill is all about spending an enjoyable evening with friends in the right place with
the “right crowd”. Serves the best north Indian cuisine, kebabs, dals and Indian
breads.

• The restaurant has three distinct zones – Indoor dining, Indoor lounge and outdoor
lounge.

• A tandoor show kitchen greets the guests upon entry and set the tone for the menu.

• With bars on both side of the isle and a trendy “Korean” white bar in the outdoor
lounge, ensure an impulse buy of premium white sprits and liquor.

• The music is Indian lounge, transforming into upbeat Indi pop on weekends.

• The outdoor gives a sensational view of the Pune city.

• A 28ft high ceiling and glass windows on 3 sides create a sense of space.

• Snacks such as salted cashew nuts, almonds, peanuts, wafers are served along
with the alcohol.

• Associates take guest orders for drinks and food.

• North Indian cuisine, kebabs, dals and Indian breads are served.

• Sit down service is followed.

• Cloth serviettes used.

• Basic cover set up with large plate in the middle, fork on the left and spoon and
knife on the right. Small plate and butter knife on the left of the fork and water
goblet adjacent to the cover.

• Reservations can be made by contacting the restaurant or from the hotelwebsite.

Entertainment

• Popular DJ for special nights.

• The lounge would be known for “Jugalbandi Nights” using contemporary Indian
artists and DJ
Timing of the restaurant

This restaurant is not open for lunch.

Sunday- Thursday: 6pm to 12.30pm

Friday-Saturday: 6pm to 1.30pm

Buffet rates

Dinner: 1200/- + taxes

Equipments used

Glassware washer for the bar, Grill, Dish and glass washer, Coffee machine

Duty Roasters

Each associate and trainee are given a particular day on which they get an off.

Briefing/ Debriefing

The briefing of trainees and associates is taken by the manager at 3pm which is their
reporting time. They are briefed about the menus, types of alcohols, etc. The
debriefing takes place when the restaurant is closed.

 PUNE BAKING COMPANY

• Dress code: Casual

• Cover:66

• Manager: Partha Pal

PBC Offers guests a variety of finest teas, exotic coffees, breads, bakes and
assorted confectionary items. Guests can grab a bite or beverage, set up a quick
meeting in an informal yet state-of-the-art ambience. Cake Shop is an ideal place
for bakery lovers and sweet tooth’s from the city. PBC even caters to home made
products. For those who are constantly on the move there is an option of take
away.

- An adaptation of a classic pastry shop, with interactive open baking area, high grade
coffee, fresh juices and lifestyle elements. A perfect rendezvous point.

- Lifestyle driven space with books and magazines and cool F&B merchandise.

- Flowers take prominence; PBC is a theatre for hotel flower arrangements.

- Hub of activities, aromas and visual appeal

- Open refrigerators with packaged drinks

- A quiet corner is ideal for browsing a wide selection of books and magazines

- A deli with a selection of gourmet meats and artisan cheeses.

• LOBBY LOUNGE

The lobby reinvented is an integration of the Lobby and Lobby Lounge known
simple as “The Lounge” it is divided into clearly defined zones where guests can
perform different actives.

• The Social/Business Zones

• Areas where guests can perform informal meeting or have small social gathering.

• Semi low lounge style seating, and larger tables for up to eight people.

• The zone is in a semi private environment.

• The Individual Zone

• A single guest can work or relax in a semi quiet environment.

• Communal table where guests can plug in their laptops.

 • The area also has large private all most cocoon style seating.

• Food and Beverage

• Combined into all the above spaces.

• The Lounge has a clear define bar those transitions from a coffee and pastry focus
in the day to alcoholic beverages in the evening.

• POOL SIDE

Swim and sip in and enjoy small bites by the pool.

• Length-25ftBreadth-8ft Depth-1.2m

• BAR 101
 • Dress code: Casual

• Cover:18

• Bartender: Soumyadipta

A Scottish styled bar serving an unique collection of 101 whiskeys, exotic cigars and
hors d’ varie. Bar 101 is one of the few bars to have earned the coveted Gold
Certification by the Whiskey Brands of the World. Bar 101 is the name given to this
bar because it serves 101 varieties of whiskies.

Timings: 5pm to 11.30pm

- A connoisseur delight, located adjacent to the Alto Vino, 101

- Houses the best selection of whiskies. Memberships only by Invitation - this lounge
has its own whiskey club.

- The guests are drawn to the impressive display of fine scotch, bourbon, malts,
Japanese, Canadian and the local collection.

- Equally intriguing is the daily whisky “flights”.

- Wooden flooring, leather sofa and arm chairs, simple, elegant and traditional lighting
fixtures – deep mahogany color wooden finish and artifacts are a reminiscence of the
Renaissance era.

- Though traditional in looks the Whiskey bar is all about the style and panache, that
whiskey has represented through centuries.

• MI-A-MI

Bar Manager: Akshay Chemburkar

Uber Chic nightclub spread over 15,000 sq.ft of space, boasting for trendy interiors
and a menu renowned for its innovative cocktails. Mi-a-mi promises
upbeatinternational music and has also played host to renowned DJ’S. Most trendy
and happening night club. Specialty dinks and snacks.Opens on the nights of
Wednesday, Friday and Saturday.

Timings:

Wednesday- 9pm to 1.30am

Friday- 9pm to 2.30am

Location: B2

Entry rates:

Wednesday: Free entry for Ladies; Rs.1000 for couple (full cover)

Friday: Free entry for Ladies; Rs.1000 for couple (full cover)

Saturday: Rs.2000 for couples; Rs.1000 for single stag ladies

BAR MENU

• BANQUET HALL

Introduction

Pune Marriott hotel and convention center is a place of comfort and colossal space, high
ceiling and modern furnishing aided by advanced technology and pampered by exquisite
cuisine and impeccable service. One can find everything under oneroof here.

• 12 meeting rooms
• 18,955 sq ft of total meeting space

• Largest meeting room is Sabha with maximum meeting space of 12,971 sq ft and
maximum seating capacity of 2,000

• Maximum of 8 breakout meeting room(s)

• Exhibition space on-site

• Grand ballroom

• Dedicated Event Planners

• Innovative event menus that delight and inspire

• Well-equipped business center with state-of-the-art technology

• Specialty lighting services also available

Grand ballroom, can be further divided into

 Sabha 1
 Sabha 2
 Sabha 3

Grand ball room (Sabha 1,2.3) , 5meeting room, 1chairmen board room, 1executive board
room
- Layout
Grand ball room (Sabha 1,2.3)

13,000 Sq. Ft. Ballroom | 22’ Ceilings

Meeting rooms
AREA INFORMATION

Grand ball room -1300 sq.mtrs

Sabha 1 - 337 sq. mtrs

Sabha 2 - 429sq.mtrs.

Sabha 3 - 437 sq. mtrs.

Pre Function Area -1000sq.mtrs.

Executive Board Room 1 -39 sq. mtrs.

Executive Board Room 2 -45 sq. mtrs.

Chairman board room -67 sq. mtrs.

Meeting Room 1 -94 sq. mtrs.

Meeting Room 2 -87 sq. mtrs.

Meeting Room 3 -80 sq. mtrs.

Meeting Room 4 -80 sq. mtrs

Meeting Room 5 -80 sq. mtrs.

 Pool side

SWIMMING POOL
245 sq mtrs

SEATING CAPACITY BREAK-UP

Room Setup Examples

• Conference and Hollow Square

Appropriate for interactive discussions and note-taking sessions for fewer than 25 people.
Many hotels have elegant "boardrooms" for 10 to 20 people, equipped with full
audiovisual capabilities, a writing board, cork board and a flip chart.

• e-shape, U-shape and T-shape

Appropriate for groups of fewer than 40 people. These are best for interaction with a
leader seated at the head of the setup. Audiovisual is usually best set up at the open end of
the seating..

• Theater

Appropriate for large sessions and short lectures that do not require extensive note-taking.
This is a convenient setup to use before breaking into discussion or role-playing groups
because chairs can be moved.

• Schoolroom or Classroom

The most desirable setup for medium to large-size lectures. Requires a relatively large
room. Tables provide attendees with space for spreading out materials and taking notes.

• Reception

Stand-up social function where beverages and light foods are served.  Foods may be
presented on small buffet tables or passed by servers.  May precede a meal function.

• Banquet

Generally used for meals and sessions involving small group discussions. A five foot
round table seats eight people comfortably. A six foot round table seats 10 people
comfortably.

Meeting Equipment
AV equipment, CD player, LCD Panel, LCD projector, Microphone, Overhead projector,
Stage: installed, Stage: portable, TV, TV production service provider, Video camera,
Meeting Services, AV technician, Carpenter, Copy service, Decorator, Electrician,
Photographer, Security guard, Videoconferencing, Specialty lighting

Various equipment used in the banquets

Rimmed plate 270mm, Rimmed plate 230m, Rimmed plate 200mm, Straight cup with
round handle, Saucer for straight cup,Individual bow, Saucer 121mm, Rimmed risotto
bowl 200mm, Salad bowl 26.8mm dia., Salad bowl 30 mm, Boat shaped fruit platter,
Rectangular platter, Square plate large, Leaf tray, Anz bowl -250mm, Soup bowl – 130
ml, Tea pot large – 300ml, Tea pot small – 110 oz, Coffee pot large – 290 ml,
Coffee pot small 130 ml, Coffee pot small 100ml, Sugar packet holder, Creamer jug 502,
Salt pot, Pepper pot, Fruit bowl, Oval dish 340mm, Oval platter 14’, Salad bowl 250mm,
01 portion bowl 160mm, Lid for 01 portion bowl 160 mm, 02 portion bowl 160mm, Lid
for 02 portion bowl, Generic dish/bowl
The above equipment are specially designed by Marriot ceramics, for Hotel Marriott and
Convention Center, Pune

Skills learnt in the banquet department.

 Banqueting area set up
 Function handling
 Basics of micros operations
 Proper guest follow up procedures.
 Store requisition filing and ordering
 Linen handling and maintenance of records.
 Mis en place for various functions and outdoor catering.
 Preparation of function prospectus.

Duty Rosters:Duty roasters in banquet are made by the Manager or the Assistant
Manager on a daily basis.

Briefing:Briefing is taken by the Executive on shift for the respective shift’s associates
and trainees. They are briefed about the events, type of setup, buffet, drinks, starters, etc.
Annexures

Banquet post function report, Daily briefing report, Pre shift meeting, Pre shift form,
Guest feed back revert, Banquet order checklist &gate pass, In room dining log sheet

The auxiliary departments are not as important as the four main operational departments
but without the co-ordination of these departments, the smooth and efficient functioning
of the main departments would not be possible. The following departments have been
discussed.

OTHER IMPORTANT DEPARTMENTS

• Human resource
• Engineering and maintenance
• Stores
• Finance
 • Sales and market

HUMAN RESOURCES

Functions of Personnel Management

Personnel management involves two categories of function, managerial and operational.

Basic Managerial Functions

• Planning
• Organizing
• Directing
• Controlling

The Operative Functions

• Procurement
• Development
• Compensation
• Integration

Human resource management functions:

• Recruitment & Selection

• Training and Development
• Performance Evaluation and Management
• Promotions
• Redundancy
• Industrial and Employee Relation

ENGINEERING AND MAINTENANCE

Duties and responsibilities

• To provide a good guest experience by ensuring, heating, air conditioning, water
supply, hot water supply, refrigeration and maintenance of all equipment, and their
work at peak efficiency at all times.
• Attend housekeeping job orders.
• Regular maintenance of equipment.
• Provide protection from fire and safety hazards.
• Care and preservation of LPG cylinder, petrol, oils and lubricants.
• Attend guest complaints.
• Energy conservation and keeping of all equipment and spares ready for quality check
at any time
• In case of banquets, the function prospects would be sent to the engineering
department with specification and department would follow it up according to the
requirements.
.

PURCHASING AND STORES

At the Marriott hotel purchasing department raises stores requisition based on

which materials are issued to the user department.

THE PURCHASING PROCEDURE

RECEIVING AND STORAGE OF FOOD

Once the food materials have been ordered for supply, their handling at the time of
delivery represents the process of 'receiving'. A number of precautions are necessary at
this stage to ensure that food is not damaged or discharged because of careless handling,
spillage, cross contamination and to be followed by those involved in the receipt of
goods.

FINANCE AND ACCOUNTS

The Marriott hotel has five operating bank accounts. Four accounts are with Standard
Chartered Bank and one is with HDFC bank Accounts and finance at the Marriott hotel, is
the department which keeps track of all the money transactions of the hotel. It is also
responsible for preparing financial reports with regard to income and expenditure.

SALES AND MARKETING

Marketing includes:

 Range of sales activities.

 Advertising in all media.
 Public relation.
 Development of communication services and reservation.

Sales techniques:

At the Marriott hotel selling of hotel services is done through marketing groups or
directly with public through travel agencies. The process of selling is done with certain
policies in mind. Planning is important aspect that includes group and convention sales,
travel agents, banquets sales.
Banquet sales
This type of business includes wedding dinner, cocktail parties, social events, etc. pre-
established menu along with their prices are used so that the customer could select an
appropriate menu. The main source of business is the local community in which the hotel
is situated. Proper relationships are maintained with people, companies and local
organizations; because they have periodic functions and meetings.

CONCLUSION

When I started my training I saw the reality of hospitality I got the chance to observe it
live. The training was very good and knowledgeable. Every day was new and I learnt
daily new things in the hotel. The hotel and hotel staff were very cooperative. They all
always helped me. My experience was highly enriching and educative one as I went on
from one department to another and met and got the opportunity to train under several
highly respected senior professionals. I learned that every individual is different and that
everyone has something unique to offer. I learned that every job has its nuances and its
value and that no job is superior to the other. I learnt that one needs to constantly improve
and improvise. I learned that it is the beginning of a long road ahead. Full of challenges.
But I know that I will be able to run along because I have my foundations firmly built in.
It is here that I got the opportunity to continuously introspect and improve as a budding
professional and as a human being. I will always look back at the time spent here with
fondness and with pride.

I thank all the people who have helped me in several different ways that will go a long
way in facilitating the commencement of a wonderful journey.