ACKNOWLEDGEMEN

T
I
WOULD
LIKE
TO
EXPRESS
MY
GRATITUDE TO ALL THOSE WHO GAVE ME
THE POSSIBILITY TO
COMPLETE MY
17WEEKS TRAINING PROGRAM.I WOULD
LIKE TO OBLIGED MS.DISHITA AJMERA
(ASST. TRAINING MANAGER) FOR ALL
HER ASSISTENCE, GUIDENCE AND HELP
IN ALL DIFICULT TIME TO FINISH MY
TREINING AT ITC GRAND CENTRAL.
I AM DEEPLY IN DEPTED TO CHEF
MOHAMAD SHANAWAZ (PRODUCTION),
MR.POORAN
MEHERA(HOUSEKEEPING),
MR.BRUCE
MCKOY(F&B
SERVICE),MR.SAHIL
BHAT(FRONT
OFFICE)THOSE HELP , STIMULATING
ENCOURAGEMENT, SUPPORT, GUIDENCE
AND VALUABLE TRAINING ABLE ME TO
EXPLORE PRACTICAL WORLD IN VERY
PROFESSIONAL MANNER.

Sr.No.

Particular

1
2
3

ABOUT ITC COMPANY

MISSION
VISSION

ITC GRAND CENTRAL

ACCOMODATION

Page No.
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2

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7
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OTHER HOTEL FACILITY

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7

FRONT

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HIEREACHY
SUB DEPARTMENTS
DUTIES AND RESPONSIBILITY
GROOMING STANDARD
CHECK-IN PROCEDURE
CHECK OUT PROCEDURE

OFFICE

14
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DUTY ROASTER
INTER DEPARTMENTAL
RELATION
TASK PERFORMED BY TRAINEE
EQUIPMENTS USED
COMPLAINT HANDLING

ITC has completed its 103rd

year, it has been started since
1910 as IMPERIAL TOBACCO
COMPANY.In 1917 it became
INDIAN TOBACCO COMPANY.

From 1910 to 1917 it was

tobacco manufacturing
company.
In 1974 it started process of
diversification.
In 1975 started the 1st hotel
CHOLA SHERTON MADRAS
today known as MY FORTUNE

To provide the best services to

the customer.

No
compromise
quality at any cost.

To be a best brand in hotel

industry.

Promote the nature.

with

the

Wow at every moment of truth.

A commitment
market.

beyond

the

Fulfilment of the society need.

ITC Grand Central expresses its character through a fine

blend of Raj Era and modern contemporary design. With
elegantly appointed rooms and luxury suites,guests enjoy

a panoramic view of Mumbai and the sea. Nesteled on the

upper exclusive floors are the spacious ITC One and The
Towers room,offering the finest in-room facilities and
services through a highly trained team of dedicated
butlers,with
daily
complimentary
breakfast,tea,
coffee,refreshment and cocktail hour.

Located centrally,the hotel is just few minutes away from

key recreational and commercial districts of south and
Central Mumbai.
15KM from domestic airport.
22KM from international airport.

KEBABS & KURRIES

The groups latest branded offering combines the clay
ovens of Peshwari,the iron tandoors of Hyderabad,the
exotic and slow simmered curry preparation and the open
pit charcoal-grills of Dum Pukth.

HORNBYS PAVILION
Innovative and stylish ALL-DAY dining restaurant, serving
inventive Indian and international cuisine.

SHANGHAI CLUB
A restaurant which celebrates authentic Chinese cuisine
and culture.
DUBLIN-THE WELCOM PUB
A cozy bar serving the finest selection of international
spirits,cigars and snacks.
FREDRICKS LOUNGE
It offers the finest selection of martinis and gourmet
coffee with live entertainment. Attentive service makes it
the ideal meeting point in the hotel.
POINT OF VIEW
True to its name, the lounge offers a panoramic view of
the city and the sea. An ideal place to unwind and relax
over a glass of wine from the excellent selection of wine
and sprit.
LEISURE
Kaya kalp-the spa comprises treatment rooms,an indddr
pool,salon di wills and a gymnasium. A guided city-tour is
also available on request.
BANQUET/CONFERENCE FACILITIES
An impressive 450 sqm ballroom with a pre function area
that accommodates 450 people theatre style and 600 for
reception. Divided into three smaller areas. Each area
accommodates 200.

 242 spacious rooms, including suites. All

rooms are equipped with in-room fax and
high- speed Internet access, along with
marble bathrooms.
17 ITC ONE ROOMS: The premium
exclusive luxury experience for corporate
leaders with an air of understated
elegance.
71 TOWERS ROOMS: Upper floors offer a
spacious zone, good views and the
benchmark of good service.
152 EXECUTIVE CLUB ROOMS: Pioneering
a tradition in corporate hospitality,
comfort and efficiency.

 Broadband Internet
Butler service
Electronic safes
24-hour in room dining
24-hour currency exchange
Laundry
24-hour travel desk
Dual-level underground car parking

DUBLIN-THE WELCOM PUB

LOUNGE

FREDRICKS

SHANGHAICLUB

KEBABS & KURRIES

HORNBYS PAVILION

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RECEPTION is one of the active area which is in contact

with guest for 24 hours.
Reception is that area which comes first in contact with
the guest and creates the image of the property in guest
mind, so it is important to have a well trained staff in the
reception.
Staff should be have complete knowledge about the hotel
to meet any of the question of the guetst.
CHECK-IN procedure starts from the reception and various
documents are maintained for checkin.
ARRIVAL REPORT is prepared a night before the arrival
date.
As per the report DOCETS are made which includes
COVER(with information of hotel like different
restaurant and their speciality,timings and arrival
date and departure date of the guest),
FLIGHT RECONFIRMATION CARD
BUSINESS AND PLEASURE AT POINT OF VIEW
LOUNGE(only to the guest living in ITC one and
executive rooms)
ROOM ADDENDA CARD
KEY POUCH(with guest name )
REG CARD
INTERNET ACCESS CARD
WELCOME LETTER FROM FRONT OFFICE MANAGER OR
DUTY MANAGER.
ROOM No and KEY is made at the time of check-in.
Other documents such as
ROOM CHANGE PREFERENCE FORMAT (When guest
want to change their room due to some valid reason).

 DUPLICATE KEY CARD REQUEST FORM (When guest

key is not working or guest has lost the key).
C-FORM (for foregim guest)

RESERVATION

is at the back office, they make the

advance booking of
the guest. Staff should be well trained, should have
complete knowledge about hotel, room, various rates,
discount offers etc.
It is important for the staff to have good hearing power
and best communication skills.
Reservation is done both in RESERVATION FORM as well
as in COMPUTER SYSTEM.
CANCELLATION and AMENDMENT is also done by the
reservation department.

BELL DESK/ CONCIERGE

is present in the Lobby.

They look after guest luggage, as soon as the guest
arrives bellboy greats the guest and take the guest
luggage for scanning and once the room is allotted to
the guest he puts the LUGGAGE TAG on the luggage and
take the luggage to the guest room. Similarly during
check out he brings back the luggage from guest room
to the lobby.
If guest needs some medicine or any other product from
outside the hotel bell desk gets it for them.
Daily news paper is also droped by the bell desk.
Left luggage facility is also provided by the bell desk.

GUEST RELATION EXECUTIVE (GRE)

This department looks after the welcoming of the guest.

As soon as the guest enters the lobby GRE with AARTI
TIKA AND GARLANDING welcomes the guest. For VIP
guest special bouquet or a chocolate basket is
presented.
GRE escorts the guest to the reception and from
reception to the room. While escorting GRE gives the
detail information about restaurants, spa and also
about fire exit. Once they reach the guest room GRE
opens the door, allow the guest to enter the room,
opens the curtain and explain about the various
features in the room.

TRAVEL DESK is that department which

provides vehicle facility to the guest for air
port pick up and drop, sometimes guest
needs
vehicle
to
visit
to
various
destinations such as market, malls, tourist
spots at that time the travel desk helps
them.
At the time of reservation guest is asked
whether he would require an airport pick
up facility and if guest agrees then the
travel desk is informed, travel desk
according to their schedule arranges a car
and driver is informed about the guest and
all the necessary information is given to
the driver(guest name, time of arrival,
flight no).
If the guest is in-house and require a car
for sightseeing, he discuss about the same
with concierge and concierge arranges the
require facility with coordination with the
travel desk.

BUSINESS
CENTER
is
a
very
important department for those
guest who are their for a business
tour.
Business center provides:
Internet facility
Print
Xerox
Stationary
(pencil,
marker,
cds)
Board room
Various magazines

FRONT OFFICE MANAGER:

HE is overall in-charge of the
department.

He is involved in selection of
staff.

He
attends
the
morning
meeting
held
with
General
Manager.

He takes care of the problem

faced by the guest and brings the
possible sensible solution.

He takes care of VIP and group

arrival.

He prepares the budget of his

department.

He fixes some target for the

departments and evolves policies
to achieve them.

LOBBY
MANAGER
MANAGER:

DUTY

He is overall in-charge of lobby

area and in-charge of all the
departments in the night.

He ensures that all the Front

Office working under him are
working smoothly as per the
standard operating procedure.

He prepares duty roaster for

his staff personally and sanctions
leave of them.

He personally attends all types

of guest complaints.

He
is
responsible
for
maintaining proper cleanliness in
the lobby with the help of
housekeeping.

RESERVATION MANAGER:
He is an overall in-charge of
Reservation Department.

He keeps the check on all the

reservation made for FIT, GIT, VIP.

He prepares report related to

reservation.

He assigns responsibility to the

staff and does the performance
appraisals.

He prepares duty roaster for

the staff and conducts briefing in
the morning.

RESERVATION
ASSOCIATE:

ASSISTANT

He/she
should
be
knowledgeable enough about the
types of rooms available, its
layout & its location.

He should know the rates and

plans offers.

He processes reservation made

by any mode of reservation.

He updates and maintains

reservation records by date of
arrival in alphabetical order.

He
processes
cancellation,
modification and properly forward
this information to the front desk.

He is a communication
between
front
desk
reservation.

link
and

RECEPTIONIST:
He / she receives the guest,
greets the guest, enquires his
requirement and try to give him
room.

He registers the guest.

He allocates the room.

He does rooming the guest.

He prepares the room position.

He
notifies
the
other
department about the arrival and
departure

He checks for the VIP arrival

and issues VIP amenity voucher
for fruits, flower and beverages.

BELL CAPTAIN:
He is in-charge of bell desk.
He controls and supervises all
the bell boys and their function
and grooming.

He briefs all the bell boys at

the beginning of the shift.

He controls the movement of

the bell boy.

He ensures that bell desk is

well stocked with postage stamps.

He informs the front desk

about scanty baggage guest.

He executes the formalities of

left luggage.

He assists in security check at

the front door.

GUEST RELATION EXECUTIVE:

She is a part of a concierge and
responsible for maintaining guest
relation.

She does the job of welcoming

the
guest
through
Indian
traditional welcome.

She does the job of escorting

the guest in any area of the hotel.

She assist in rooming process

of the guest.

She takes care of the guest

need through out his stay.

At the start of every shift a meeting is held by a duty

manager where all the plans and programs of a day is
discussed as well as grooming is checked. Some of the
grooming standards are
For female staff
Should have tightly tied hair
Should not wear jewelries
Always wear a makeup
Should wear button ear rings
For male staff
Should have short hair
Must have trimmed moustaches
Should have clean shave

 Should use light deodorant or perfumes

Always carry a pen & note pad

guest arrives in the hotel

luggage scanned & luggage tag given
to the guest
the reception associate greets the
guest & welcomes him to ITC grand
central
guest arrives at the reception for
check in

 the reception pulls out the reservation

and
the
registration
card,
simultaneously guest is asked for his
or her passport, credit card and his
business card
guest signs the reg card
the check in is shown & the internet
coupoun is activated
guest given room key & explained
entitlements
the guest is then introduced to the
GRE and guest is escorted to the room
end

Guest
arrives at the reception and
announces his room number
The reception associate checks his bill in
the system, mean while the guest is

asked if any luggage is to be brought

from his room.
The guest is asked if there is any mini bar
consumption and if any car needed to
take him any where. The CMS is sent to
the housekeeping as well
The bill is presented to the guest.
Guest agrees to the bill amont
If yes/bill is ok
Bill is settled by the guest and the copy is
handed over to the guest.
If no
The bill is rectified and represented to the
guest.
Check out shown
Associate bids a guest warm good bye

Duty roaster for the coming month is

prepared every last week of the month

by the reservation manager, front desk

manager, lobby manager, bell captain for
their respective department and is
placed on the board.
While preparing a roaster following
points are noticed:
Last week off of the staff
Last shift of the staff
Rotation of the staff to different shift
STAFF
DAY
JOHN

MON

TUE

WED

TUKAR
AM
KAMLE
SH
RAHIM

MORNI
NG
AFTER
NOON
PANZE
R
NIGHT

MORN
IG
AFTER
NOON
PANZ
ER
OFF

MORN
IG
OFF

SHAKTI

OFF

THUR
S
MORN
IG
AFTER
NOON
OFF

FRI
OFF

SAT

MORN
IG
AFTER AFTER
NOON NOON
PANZ
PANZ
PANZ
ER
ER
ER
MORN MORN MORN MORN
IG
IG
IG
IG
NIGHT NIGHT NIGHT NIGHT NIGHT

SUN
MORN
IG
AFTER
NOON
PANZ
ER
MORN
IG
NIGHT

It is very important for the front office to have

good relation with other departments for the
smooth flow of work.
FRONT OFFICE & HOUSE KEEPING:
Front office has to be in a continuous contact with
the house keeping
House keeping informs the front office about
the room status.
House keeping checks the room and if there is
any thing missing or damaged, informs the
reception.
House
keeping
checks
the
mini
bar
consumption.
FRONT OFFICE AND F&B SERVICE/PRODUCTION:
Front office informs the F&B service department
about the house count and VIP arrivals so that it
can help them to be prepared well in advance.
FB
E
S
T
O
U
T
C
O
M
E

&

&

RESERVATION:
In reservation trainees are given job
of filing various documents such as
copies
of
confirmation
letter
,amendment letter, cancelation and
many more.
All this letters has to be arranged in
different folders date wise.
Trainees get good chance to observe
how a reservation is made and how
the communication is done.
Trainees get to know about various
plans and rates from reservation as
the reservationist explains all the
rate to the guest.

BELL DESK:
Bell desk is the only department
under front office in which the
trainees get an appourtinity to come
in direct contact with the guest.
Trainees perform activities such as:

Luggage scanning.

Caring luggage to guest room.

Bringing products such as

medicines from the medical.

Giving news paper to every

room.

Store pick up.

BUSINESS CENTER:
It is the department which is mostly
handled by the trainees.
Here the trainees do the job of
providing

Photo copies

Prints

Stationary
Guest can ask for the internet access
at that time the trainee gives the
access and informs the receptionist
about the internet access so that
they can post the bill in guest folio.

Guest comes in a hotel after traveling a long

distance with a thinking of complete rest, so
he can complain even for small reasons.
To handel such guest a staff should be well
trained and should have the art of handling
such situation. The staff should follow the
correct procedure.

Complain can be regarding a musty smell in a

room..
For such a complaint first the duty manager
should be informed.
Then the duty manager with the HK manger
will visit to the room to check the problem.
If the problem is genuine they will apologize
and will offer another room to the guest.
Other complaints can be
Tap not working.
Light in the room is not working.
Guest requested amenities not placed in
the room.
Delay in a check in or check out
procedure
Luggage exchange.