OVERVIEW

Perfectly positioned in India’s Silicon Valley, the Radisson Blu

Bengaluru Outer Ring Road offers elegant accommodations with a
range of top-notch amenities. Our hotel is strategically located at
Marathahalli Junction between the heart of the city and major IT hubs
like Sarjapur, Outer Ring Road, and Whitefield, making travel to
corporate offices easy. In between meetings, get some fresh air with a
leisurely stroll through Cubbon Park or Lalbagh Botanical Garden. On
your day off, plan a visit to Bangalore Palace, Bull Temple, or the
ISKCON Temple, all within an hour of the hotel.
With a multitude of award-winning restaurants, a lively nightclub, and
outstanding event facilities on site, the Radisson Blu has everything
you’ll need for a successful business or leisure trip. When you find a
break in your schedule, lounge by the outdoor pool and indulge in an
eclectic mix of time-tested Indian and Western treatments at the spa.
You can also keep up with your workout routine in our well-equipped
fitness center.

Fig:1.1 View of Radisson Blu8Outer Ring Road Banglore

 [ Radisson Blu Bengaluru Outer Ring Road]

History of Radisson Blu

In 1907, Edna Dickerson came to Minneapolis, Minnesota, from Chicago
to collect a substantial inheritance. Local business leaders persuaded her to
build a hotel in the city, with Dickerson investing $1.5 million in the
construction of the first Radisson hotel. It was planned as a highend luxury
hotel, designed in the French Renaissance architecture style, and
constructed with "the best in every line" of paints, enamels, woodwork,
and wood finishes, and named after the 17th-century French explorer,
ranger and furrier Pierre-Esprit Radisson. The building was sixteen stores,
making it the second-tallest building in Minneapolis at the time. As the
opening neared, reports boasted of hand-carved walnut furnishings in
guest rooms and Spanish leather chairs in the main lobby and banquet hall.
The hotel opened on Wednesday, December 15, 1909, with many of the
staff having been hired from large hotels on the Eastern seaboard, and
being new to the city of Minneapolis. The opening was followed shortly
thereafter by a charity ball for the city being held at the hotel. In an early
hotel incident the following month, six waiters from New York were fired,
allegedly "because the Eastern waiters could not get accustomed to the
Western ways", with three of them being thrown out "into the street before
they would leave".
Dickerson and her husband, attorney Simon Kruse, lived on the hotel's
thirteenth floor and managed the hotel, also opening a Radisson Inn on
Christmas Lake, in the Minneapolis suburb of Excelsior. They remained
for twenty-five years, until 1934, when the Radisson fell into the hands of
a mortgage company. In the mid- and late-1940s, pianist Liberace "gained
national exposure through his performance contracts with the Statler and
Radisson" hotels. Another owner initiated a renovation of the hotel in the
late 1940s. The Radisson was purchased in 1962 by the Carlson Company,
and it began adding new locations, both through the purchase of existing
hotels such as the Denver Hyatt House in 1968,[11] and constructing new
buildings in Bloomington, Minnesota, and Duluth, Minnesota. The chain
had 14 locations by 1976, and 32 by 1984.[13] The original Radisson in
9
Minneapolis was demolished in 1982, with a new hotel being constructed
in that city and beginning operations in 1987.[1] Carlson expanded the
chain into one of the top hotel corporations by 2013. On top of Radisson,
Carlson also owned several other brands, such as Park Inn, Park Plaza
(acquired in 2000), and Country Inns & Suites (founded by Carlson in
1986).

ABOUT THIS PROPERTY

Get the celebrity treatment with world-class service at

Radisson Blu Bengaluru Outer Ring Road

Inspired by the urban art of living, the Radisson Blu Bengaluru Outer
Ring Road offers elegant décor and a range of top-notch amenities in
the Marathahalli outer ring road area. We are an upper upscale business
hotel located strategically at Marathahalli Junction between the heart of
the city and the major business district (Sarjapur, Outer Ring Road and
Whitefield) at the IT hub of India’s Silicon Valley.

The hotel is a confluence of leisure and business, making it the perfect

choice for business travelers and guests looking for unrivaled comfort.
With 218 rooms across six categories as well as five dining options
await guests at the hotel including Chinese and Thai food at Shao and
traditional Indian cuisine at Saffron.
A convention center and a vibrant nightclub, the Radisson Blu has
everything that India’s next generation of travelers seeks.

Guests can unwind and refresh by the open-air swimming pool and
indulge in an eclectic mix of time-tested Indian and Western treatments
at the spa.
Couples in particular like the location – they rated it 8.4 for a
twoperson trip.

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Housekeeping Department
Most popular facilities

1 swimming pool

Free WiFi

Airport shuttle Family

rooms Free parking good
Fitness
Center
Tea/Coffee Maker in All Rooms
Bar

HOUSEKEEPING

1. INTRODUCTION

The Housekeeping department takes pride in keeping the hotel clean

and comfortable, so as to create a Home away from home‟. The aim of
all accommodation establishment is to provide their customers with
clean, attractive, comfortable and welcoming surrounding that offer
11
value for money. Nothing sends a stronger message than cleanliness in
a hospitality operation. No level of service, friendliness or glamour can
equal the sensation a guest has upon entering a spotless, tidy and
conveniently arranged room. Both management and guest consider the
keeping of the place clean and in a good order a necessity for a hotel to
command a fair price and get repeat business.

Housekeeping may be defined as the provision of a clean, comfortable

and safe environment, It‟s is not confined to the housekeeping
department as every member of staff in the establishment should be
concerned with the provision of these facilities in their own department,
e.g. The chef „housekeepers in the kitchen, the restaurant manager or
head waiter housekeepers‟ in the restaurant, and the general manager
has overall responsibility.

In any establishment there are three department particularly concerned

with accommodation:

The reception department, whose staff sell and allocate the rooms. The
housekeeping departments, whose staff plan, provide and service the
rooms.

The maintenance department, whose staff provide adequate hot and cold
water. Sanitation, heating, lighting and ventilation as well as
maintaining and repairing individual articles and area within the rooms
operation.

2. Housekeeping

DEFINITION:
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Housekeeping is an operational department in a hotel, which is
responsible for cleanliness, maintenance, aesthetic upkeep of rooms.
Public area, back area and surroundings. A hotel survives on the sale of
room, food, beverages and other minor services such as the laundry,
health club spa and so on.

LOCATION IN THE HOTEL:

Elegantly appointed accommodation features amenities including the

Radisson Signature Sleep Experience, four-fixture bathrooms and
scenic city views.
Address: 90/4, Outer Ring Rd, Marathahalli Village, Marathahalli,
Bengaluru, Karnataka 560037

NO. Of Rooms:

There are 218 elegantly furnished hotel rooms and suites at the Radisson
Blu Bengaluru Outer Ring Road. Plush beds, premium furnishings, and
flat-screen LED TVs provide a comfortable haven just minutes from the
heart of the city. If work brings you to the area, connect to free Wi-Fi
and set up a mobile office at the spacious desk. Planning an extended
corporate trip? Feel at home in a Business Class Room, which features
upgraded amenities like a free breakfast, a spa credit, and
complimentary laundry service. Cots are available in select rooms on
request.
Types of Rooms:

There are four types of room‟s Presidential suite, Superior Room,

Deluxe Room, Business Class Room, Junior Suites, Suite, Onebedroom
suite
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PRESIDENTIAL SUITE

Inspired by urban apartment design, this impressive accommodation

offers abundant space, sophisticated style, and natural daylight. After a
day of meetings, relax in the living room with a meal from room service
or take a soothing soak in the in-room whirlpool. Thanks to a kitchen
with a microwave and a fridge, it’s easy to prepare a snack any time of
day. When you’re ready to retire, enjoy a good night’s sleep in the
private bedroom with a king bed. Additional upgrades include a powder
room, a walk-in closet, and a dining room area..

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SUPERIOR ROOM

Our sophisticated Superior Rooms provide you with your choice of one
king bed or two twin beds. Each room features an elegant design and
contemporary amenities like a spacious work desk and an LED TV.
When you return from a day of meetings, grab a drink from the minibar
or order a bite to eat from 24-hour room service. Additional standard
amenities include a rain shower, an in-room safe, and coffee- and
teamaking facilities.

Deluxe Room

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Upgrade your work or leisure travels in a Deluxe Room, outfitted with
thoughtful amenities like a complimentary breakfast and your choice of
one king bed or two twin beds. Have a big day of meetings in the IT
sector? You can review your presentation notes at the well-appointed
work desk. Need to work through lunch? Call down to 24-hour room
service. All standard amenities, like free Wi-Fi and an LED TV, are
included. Please note that these rooms are all smoking.
Business Class Room

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Make your corporate travels feel more like a vacation in our stylish
Business Class Room. Have your choice of one king or two twin beds,
and enjoy thoughtful amenities like a spa credit worth INR 500, 24hour
coffee and tea service, late check-out (based on availability), and
complimentary laundry service for two pieces of clothing per day.
Request complimentary office transfers for easy commutes within a 10-
kilometer radius of the hotel. When you return, join colleagues for
unlimited happy hour at our on-site bar. All standard amenities are
included.
Junior Suites

Filled with bright colors and natural daylight, our Junior Suites offer a
contemporary design with plenty of space to spread out. Each morning,
you can enjoy a complimentary breakfast. At night, return to this
spacious suite and relax on the king bed to watch your favorite shows
on the LED TV while you sip a drink from the minibar. All Business
Class amenities, like 24-hour coffee and tea service and complimentary
office transfers within 10 kilometers of the hotel, are included .

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Suite

If you would like to host casual business meetings or social gatherings

in your room, opt for a suite with a sophisticated design, natural
daylight, and a separate living room with comfortable furniture. You
can enjoy all Business Class amenities, like an unlimited happy hour
each evening and an INR 500 spa credit. When it’s time to wind down,
take a soothing soak in the bathtub before retiring to the private
bedroom for a great night’s rest on the plush king bed. In the morning,
indulge in a complimentary breakfast.

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One-Bedroom Suite

Inspired by urban apartment design, this impressive accommodation

offers abundant space, sophisticated style, and natural daylight. After a
day of meetings, relax in the living room with a meal from room service
or take a soothing soak in the in-room whirlpool. Thanks to a kitchen
with a microwave and a fridge, it’s easy to prepare a snack any time of
day. When you’re ready to retire, enjoy a good night’s sleep in the
private bedroom with a king bed. Additional upgrades include a powder
room, a walk-in closet, and a dining room area.
Colour schemes
There are two design elements that are evident when you step into
Radisson ‟s new property. The extensive use of open spaces, especially
in the lobby, and the interesting use of glass. Simple, nothing over the
top. With a grand sweeping staircase, cascading waters, large glass
partitions inlaid with gold patterns and lots of space to gather, the lobby
reverberates with life.
The 230 guest rooms are categorized into the city side rooms, deluxe
pool/ lake rooms, Radisson Club guest rooms, junior suites, executive
suites and a presidential suite. Club guests have special access to the
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Radisson Club Lounge where they can relax with a drink, grab a bite
and meet up with friends. The décor in the rooms is classic – creams
mixed with earthy tones, plush fabrics and wood to create a sense of
warmth and bonding.

Also commendable are the effortlessly chic interiors at the restaurants

and the palatial setting of the Durbar restaurant, with oversized candle
holders, large traditional paintings and huge Maharaja Chairs. It‟s an
enchanting change from the rest of the hotel, which revels in
contemporary, modern furnishings.

Other amenities Internet

Available in all rooms: Free Wi-Fi and wired Internet
Available in some public areas: Free Wi-Fi and wired Internet

Family friendly

Children‟s pool
Cots/infant beds (surcharge)
Dry cleaning service
Laundry facilities
Outdoor pool
Rollaway/extra beds (surcharge)
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Snack bar/deli

Conveniences

ATM/banking services
Ballroom
Banquet hall
Lift
Free newspapers in reception
Front-desk safe

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Guest services

24-hour front desk

Concierge services
Daily housekeeping
Dry-cleaning service
Hair salon
Laundry facilities
Luggage storage
Multilingual staff
Porter
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Tour/ticket assistance
Wedding services

5 treatment rooms
Aromatherapy
Ayurvedic treatments
Body scrubs

Body treatments
Body wraps
Couples treatment room(s)
Detox wraps
Facials
Hydrotherapy
Manicures and pedicure
Reflexology
Sauna
Spa open daily
Hot tub
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Steam room

3. HOUSEKEEPING ORGANIZATION AND HERARCHY

The organization chart of housekeeping department should provide a

clear picture of the lines of authority and the channels of communication
with the department.

Housekeeping department chart not only provides for a systematic

direction of orders but also protects employees from being over
directed. The chart shows that each employee should take orders only
from the person directly above him/her.

Also, a copy of the chart should be posted in an area so that all

housekeeping staff can see where they fit into the overall organization
of the department. Ideally, all hotels place the organization chart on
ether the housekeeping control desk room or the place where usually
the daily briefing happens.

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The housekeeping department in a large hotel or 5 Star Hotel is headed
by the Executive housekeeper. He/she reports to the general manager,
or to the resident Manager, or the room‟s division manager in a large
hotel. In the case of a chain of hotels, the executive housekeeper also
reports to the director of Housekeeping, who heads the housekeeping
departments in all the hotels of that Chain.

The deputy housekeeper assists the executive housekeeper and,

depending on the size of the property, there can also be assistant
housekeepers who look after the various areas of responsibility in the
hotel, that is, floors, public areas, the linen room, and desk control.
The Housekeeping Organizational Chart in a large hotel also contains
multiple supervisors for each section of the housekeeping like the
Laundry, Desk Control, Floor Supervisor, Public Area Supervisor, and
Night Supervisor etc., each of these supervisors‟ reports to the Assistant
Housekeeper or the Executive housekeeper.
Further down the Housekeeping organizational structure, we have the
Room Boys. Housekeeping
Attendants, Laundry Attendants. Gardeners. Tailors, Florist, Trainees,
and Apprentice etc.

4. DUTIES AND RESPONSIBILITIES OF

Executive housekeeper

Executive housekeepers direct and control housekeeping operations and

staff of the housekeeping department. An executive housekeeper,
coordinates between housekeeping crews to inspect assigned areas to
ensure standards are met. An executive housekeeper manages many
priorities and demands and is able to solve problems, support staff, as
well as perform the duties of a housekeeper when required.
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Responsibilities:
Establish and/or implement operating procedures and standards Plan
and coordinate the activities of housekeeping supervisors and their crew
Coordinate inspection or inspect assigned areas to ensure standards are
met Apply human resource management skills, such as hiring, training,
scheduling And evaluating performance Complete financial
management tasks, such as setting and adhering to a budget Handle
administrative tasks.

Asst. Housekeeper

The Assistant Executive Housekeeper supervises and coordinates

activities of room attendant, house attendant, public area cleaners and
floor supervisors.
He / She assists in the managing and directing of the day-to-day
operation of all Housekeeping and laundry functions.
Participates in and enforces quality assurance for Housekeeping
Department and department cost control measures.

Responsibilities:
Should have an eye for detail and the ability to effectively deal with
guests, other departments and housekeeping staff.
Obtains list of vacant rooms to be cleaned immediately & list of
prospective checkouts or discharges in order to prepare work
assignments.
Experience with turn down service, special needs of VIP Guests, foreign
dignitaries, etc. Is helpful.,

26
Assigns team members their duties, and inspects work for conformance
to prescribed standards of cleanliness.
Prepares and distributes the Room assignment sheet and floor keys to
room Boys.

Senior superiors-floors and public areas

FLOOR SUPERVISORS

Floor Supervisor will be responsible for maintain guestrooms, working

areas, and the hotel premises in general in a clean and orderly manner.
Also coordinating daily housekeeping operations and maintaining the
Housekeeping operating standards.

You are also responsible for supervising room attendants to deliver an

excellent Guest satisfaction and experience. On time to time basis may
also be required to assist the Housekeeping Manager in various
activities.

RESPONSIBILITIES:

Responsible for smooth operation of the floor assigned.

Responsible for the performance of floor boys.
Supervise Room Attendants
Organises and facilitates the room making process.
Daily allocation of rooms and deep cleaning tasks to team members.

27
Responsible for the cleanliness of guest rooms, corridors and heart of
the house Area of the floor.
Checks the occupied and departure rooms, giving special attention to
guest needs.

PUBLIC AREA SUPERVISOR

Public Area Supervisor is responsible for the cleanliness of hotels public

areas including hotel exteriors. He or She also need to train and inspect
the performance of assigned public area attendants ensuring that all
procedures are completed as per the hotel‟s operating standards.
In charge and supervises cleaning activity of areas including lobby,
restaurants, lounges, SPA, executive offices, pool area, public wash
rooms, garden areas, corridors, pathway, banquets, perimeter of hotel,
heart of the house corridors, locker rooms, staircases etc.

RESPONSIBILITIES:

Supervise the day to day cleaning of hotel public areas.

Perform routine inspections of all public areas, service areas, and
storerooms.
Schedule and supervise deep cleaning and any other projects.
Supervise and coordinate pest control, flowers, plants and periodical
deep Cleaning operations on all area of responsibility.

D) Supervisors

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Hotel housekeeping supervisors hire, train, and manage housekeeping
staff at hospitality establishments. They perform human resource tasks,
such as conducting interviews and training new staff on hotel policies
and procedures. They also discipline employees when necessary. They
also perform clerical tasks, such as creating the employee schedule and
ensuring cleaning supplies are fully stocked. The rating and brand of the
hotel can affect the work environment. Luxury hotels maintain a
different level of standard than a family friendly tropical resort. Since
hotels are open 24 hours a day, hotel housekeeping supervisors can find
themselves working nights, holidays, and weekends.

Responsibilities:
Assign Guest Rooms and Common Areas to Housekeeping Staff
Inspect Rooms and Common Areas for Cleanliness Hire, Train, and Discipline
Housekeeping Staff Order Cleaning Supplies
Create Employee Schedules Give Regular Reports to Senior Hotel Management

E) Room boys:

Performs routine duties in cleaning and servicing of guest rooms and

baths under supervision of housekeeping supervisor. Room attendant
promotes a positive image of the property to guests and must be
pleasant, honest, and friendly and should also able to address guest
requests and problems.

RESPONSIBILITIES:

Enters and prepares the room for cleaning.

Dusts the room and furniture.
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Replenishes guestroom and bath supplies.
Cleans the bathroom.
Cleans the closet...
Vacuums and racks the carpet.
Checks and secures the rooms.
Replenish amenities according to the operational standards.

Discover our 25,649 square feet of meeting and conference space for
your business event in Bangalore

30
Our pillar-less Grand Ballroom is spread over 6,888 square feet and
Accommodates up to 1,000 guests

Deliver a stellar presentation during your meeting with our venue‟s

modern AV Technology

Select event venues feature abundant natural light, adding vibrancy to

your

Bangalore conference Take care of any meeting needs during your hotel
stay at our on-site business

Centre Allow our meeting planners to assist with venue selection and
setup, catering and hotel room blocks

6. Procedures and functions perform at various shifts.

Department orientation:
On the first day all new staff is introduced to all the Executive/
Supervisors of Housekeeping.
They are shown the Housekeeping office, laundry and uniform/linen
room.
They are shown all other administrative offices and public areas.
They are shown some of the rooms, pointing out fire exits, pantries, and
location of fire alarms and location of service lifts.
All staff on their first day in Housekeeping is given a brief tour of the
areas that
Comes under Housekeeping.
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Shift Briefing:
At the commencement of the shift, Executive Supervisor on duty to take
the
Briefing.
Information regarding new happening, group arrivals or departure,
VIP‟s in house etc. Included in the briefing.
Guest comments cards (GSTS) and all other important departmental
information
To be conveyed.
Information about guest birthday and anniversary.
Housekeeping Executive or Supervisor carries out the Briefing at
Commencement of the shift.
The briefing should take maximum of 10 to 15 Mints.

Staff Hotel access:

Staffs are not permitted on premises more than ½ hour before shift
starts: Staffs are not permitted in premises more than ½ hour after duty
ends unless working in the department.
Staffs are not permitted in premises on off days.
No visitors of staff are allowed inside the premises unless permitted by
the Management.
Staffs adhere to hotel rules regarding time of admittance on premises.

Marking of attendance and duty:

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At the commencement of every shift, the Housekeeping Executive/
supervisor Marks the attendance of all staff.
Staffs are allocated different areas according to the duty roster.
Duties and Attendance of all Housekeeping staff is marked at the
commencement of each shift by Housekeeping Executives/supervisors
at the control Desk.
There should be only supervisor for a staff.

Grooming & Hygiene of staff:

All employees have to present themselves in a neat and tidy Manner
constant with the physical environment they work in.
All employees should wearing company uniform on duty.
Shower daily.
Brush your teeth regularly
Keep hair free of lice, dandruff.
Do not chew gum, tobacco
Wash hands regularly
Gargle after smoking and have a breath freshener

7. Equipment
Cleaning agents
Manual equipment
Abrasives – They are the sharpening stones or grit papers used to polish
metal or wooden surfaces. There are various abrasives depending upon
the size of grit and adhesion of grit particles on the paper.

33
Brushes - They are handheld flat brushes with bristles to dust the plain
surfaces as well as the corners. They come with non-slip handles and
stiff scratch-free Bristles. They help removing stubborn dust.

Chambermaid’s Trolley/Housekeeping Trolley- This trolley is large

enough to keep all the guest room and guest bathroom supplies in an
organized manner. It makes the housekeeping staff to move it around
and carry large number of items in one go while keeping and cleaning
the guest rooms.

Dustbins - They are used to collect daily garbage produced in the hotel.

Dusting Cloths – They are soft cloths used for wiping the surface dust.

Dustpans - They are used to collect dust and garbage from the floor and
putting it into the dustbin.
Janitor’s trolley - It is a trolley that stores cleaning supplies such as
detergents, spray bottles, dustbin, mop, and dusting cloths, all in a
compact Manner. It can be moved around easily. It fulfils the challenge
of modern day Housekeeping in hotels.

Mops - There are various types of mops such as string mops, flat mops,
dust mops, and synthetic mops. Mops are generally made of flat cotton
strings or heavy-duty sponges fixed on the metal frames. The cotton
mops have high absorbing ability but need more care unlike the
synthetic mops that offer almost zero absorbing ability and very less
maintenance.

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Mop Wringer trolley – A mop bucket cart (or mop trolley) is a wheeled
bucket that allows its user to wring out a wet mop without getting the
hands dirty. The mops are squeezed between two surfaces to remove
dirty water from it.

Scarifying machine- It is used for keeping gardens, golf courts, and lawn
in the hotel premises. It cuts through the turf, and removes moss and
dead grass. It helps grow spongy lawn. Scarifies have fixed knife blades
attached to the rotary cylinder. They cut through the grass by which the
offshoots are separated into lots of individual plants. This helps to
thicken up the turf and improve its health.

Spray Bottles -They are used to spray water or chemical solutions on

the Surface that needs cleaning. They are also used to spray water on
the delicate Flowers or leaves of flower arrangement.

Electric Cleaning Equipment

Box Sweeper – It is electric sweeper that consists of a friction brush.
The brush often is fit to revolve vertically or horizontally, when the
equipment moves on the surface. It can clean floors as well as carpets.
The wider the better is the box sweeper brush.

Vacuum Cleaner – It is again a majorly used equipment in hotel

housekeeping. It comes with a suction motor fit in a case, hose, and
various attachment for delicate as well as tough cleaning requirements.

Polishing Machine - They are used to add a shine to the floors of most
frequented areas of the hotel.

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Scrubber - It is a floor care accessory that comes with handheld
electrically operated scrubber. It is used where only mopping doesn‟t
suffice. It can scrub. Stubborn and sticky stains on the floors of
cafeterias, restaurants, lobbies, and fitness areas where people can take
food and beverages.

Vapour Cleaning Machine - They are used where the chemical odours
are not desired. They are equipped for continuous operation. They heat
up quickly and work with low amount of moisture. They kill the beg
bugs and their eggs, the yielding a completely clean environment.

Chemicals.

Water - It is the most commonly used medium for cleaning and rinsing.
The housekeeping staff needs to use only soft water because hard water
cannot dilute detergents properly. Non-oily and non-greasy stains such
as ink stains can be removed using water.
Vinegar- It is used in removing light stains in the bath.

Bathroom Cleaners – They come in liquid form for easy cleaning. They
clean, descale, and disinfect the bathroom walls, bathtubs, bathroom
flooring, sinks, and showers. They often contain phosphoric acid.

Clean Air Sprays – They are best for freshening the hotel corridors,
washrooms, bathrooms, and reception areas. These sprays remove the
pungent smell of tobacco, smoke, and organic wastes.

Floor Cleaners and Sealers- One of the important tasks of hotel

housekeeping is cleaning the floor periodically and keeping it sealed
with the help of sealer of the right consistency for optimum
36
maintenance. Some areas in the hotel are busy and bear heavy traffic
such as lobby, corridors, parking areas, restaurants, and dining halls.

Laundry Cleaners They are liquid concentrates with variable amount of

Peroxide that removes tough stains, bleaches the linen, and enhances its
Whiteness.

Surface Sanitizers – They often come in the form of liquid concentrate.

They are water-based and sanitize the surfaces without damaging their
appearance. The sanitizers reduce the presence of bacteria to a great
extent. They come with different concentrations and fragrances.

Toilet Blocks - They deodorize the toilets and leave them with a fresh
smell. They come with two variants: continuous action and instant
action. They contain oxidizing agents such as ozone, hydrogen
peroxide, or chlorine that removes unpleasant organic odour from the
surface of a material.

Toilet Cleaners They are available in liquid form containing strong –

hydrochloric acid. They remove stains and plumbing scales easily, and
restore the shine of their surface.

Carpet Cleaning Agents – Cleaning and maintaining the carpets are

important tasks of hotel housekeeping. As suggested by the Carpet and
Rug Institute (CRI), carpet cleaning is complete when the following
issues are tackled Soil containment

Vacuuming
Spotting
37
Interim cleaning
Restorative cleaning
Carpet cleaning chemicals are often low-moisture, fast-drying cleaners
that take care of the above said issues effectively:

Swimming Pool Cleaners - They are used for cleaning the swimming
pool water. Some of them are TCCA-90 granules or tablets, SDIC,
hydrochloric acid (HCL), liquid chlorine, and alum. The pool cleaning
chemicals kill the bacterial and algae growth in the water.

Various guest supplies

They are also considered as guest essentials. The guests are expected to
use these supplies or take them away on departure. Depending upon the
type of room, the list of supplies for guest bathroom are

Bathroom Attachments - Bath area with shower and handheld shower

attachments, a bath tub with hot-cold water mixer and handheld shower
attachment, soap dispenser, toilet paper attachment, towel holder, and a
basin with hot-cold water mixer attachment.

Towels The couple of pairs of a large and a small towels each for the
guests to be used according to their requirement.

Dustbin – A small dustbin with lid, which can be often, opened by the
foot and Lined with a plastic bag from inside.

Non-slip Foot-mat-It is often, kept near the bathtub.

Slippers-Flat non-slip slippers for the guest.

38
Mirror A large mirror is often, fit on the wall above the basin.

Hair Dryer A wall mounted fixed hair dryer for the guest is kept in the
Bathrooms.

Vanity Tray - It contains small bottles of shower gel, shampoo, and

conditioner. Some hotels also provide moisturizer, shower cap, hand
and foot cream, ear buds, and a small manicure kit. It may also contain
a couple of empty glasses, disposable toothbrushes, and a small bottle
of mouthwash.

Items Provided on Request

The items provided on request are given to the guests when they ask for
them.
These are the supplies apart from regular supplies required by some
guests.
These are often provided as the guest expendables. Some of them are-
Alarm clock.
Comb
Crib or Cradle
Disposable Diapers
Disposable razor
Electric blanket
Electric fan

Room supplies
39
The guest room supplies are considered as guest essentials. The
housekeeping Staff places the following standard supplies in the guest
room –

Furniture – It includes bed, bedside table, chairs, and wardrobe with

locker facility, Writing table, dressing table, centre table, and a
magazine holder.

Bedding – It includes mattress, bed sheet, bed cover, quilt, quilt cover,
pillows, and pillow cases.

Bedside Supplies – They include non-slip mats on the either sides of the
bed. Bedside Table Supplies They involve a telephone device, and a
printed compiled list of important intercom numbers such as reception,
restaurant, and laundry of the hotel. The housekeeping staff also
provides a copy of Bible, Geetha, or Koran, depending upon the prior
knowledge of the guest‟s religious orientation.

Centre Table Supplies -It includes room service, laundry service, and
spa and health club rate cards. It also has an ash tray and a small
decorative centre piece. Clothing and Clothing Care – It involves
bathrobe, coffee table cover, rocking chair cover, and hangers for
clothes and ties.

Hospitality Tray - It is a small tray with compartments that holds sachets

of coffee, tea, cocoa powder, creamer, and sugar. Some hotels also offer
the sachets of condiments like black and white pepper powder, and salt.
They also keep an electric kettle, a couple of cups, saucers, spoons, and
water bottle so: that the guest can make the beverage of his choice once
in a day.

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Mini Bar Supplies – It includes a small personal refrigerator filled with
a Couple of soft drinks, alcoholic drinks, soda, and ice cubes. It also
involves a Couple of personal servings of salted peanuts, cashew nuts,
or chips.

Writing Desk Supplies A writing pad, a pencil, an eraser, and

promotional brochures. La carte menu, and the short list of places of
historical and commercial importance in the city for guest‟s reference.

Personnel Maintenance
Laundry

Security Housekeeping
Catering

Other Departments Stores Nursing

b) Procedure of Interdepartmental relationship Pest Control

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It is the management policy that pest control is carried out on a regular
basis and that the Housekeeping Department has an overall
responsibility to co-ordinate between the contractors and all
departments.
Housekeeping Staff will record the details in the Pest Control Log Book.
The Format is as follows:

Date
Time
Description of Pest Problem
Location of Pest Found
Date of Pest Treatment Appointment Job Completed on.
Staff accompanied.
Signature

Housekeeping Manager is to review the Pest Control Log Book weekly

to ensure the proper treatment is complied with.
Housekeeping floor supervisor or the Housekeeping manager should
co-ordinate with the pest control contractor for monthly schedule and
urgent implementation arrangement of ad-hoc pest control.
Housekeeping Manager will advise other department of the schedule
and the type of treatment used for pest control, so the necessary safety
measure can be taken by the concerned department E.g. Covering of
food, cancelling of table settings etc.
Pest control contractor will be guided and accompanied by
Housekeeping staff for security and job performance control purpose.

Florist
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As a Florist/ Floral Designer the primary responsibility is to create
innovative floral décor and lead floral installation for the hotel lobby,
Guest Rooms, Restaurants, Spa and other public areas. Have a good
coordination with the housekeeping and as well as other department like
Front office, F&B Service in order to cater to their floral requirements.

Responsibilities:
Able to create visually appealing flower arrangements for hotels daily
requirements.
Able to provide specialized design and floral expertise to plan, design
and create floral arrangements for all events in the hotel e.g.: Weeding.
Engagement, product launch etc.
Able to preparing bouquets for guests, lobby centre pieces and other
flower arrangement as per request or memo from both housekeeping
and other departments.

Assist with loading or unloading of flowers and props from vehicles as

and when required.
Ensure that all designs meet hotels standards and meet or exceed guest‟s
expectations.

Laundry
A Laundry Manager is responsible for running laundry department‟s
day to day operations and also to deliver an excellent Guest experience
while managing stock ordering and supplier relationships.

Responsibilities:

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Developing and putting into operation the current system and technical
advancement in the field of Laundry operations. Formulating washing
formula for stained loads...
Ensuring the washing of linen and uniform as per standard.
Maintenance and upkeep of all laundry equipment.
Co-coordinating with the Engineering Department about their routine.
Maintenance of the equipment.

FOOD PRODUCTION

1. Introduction

Food Production is a department which is involved in preparation of

food. A process, in which raw materials are cooked, combined and
transformed to make a dish. The scope of Food Production has been
widening at a faster pace in India: as well as Abroad.

A Chef is involved from purchasing to deciding the menu, supervising

the kitchen, maintaining the quality of food, sanitation standards, and
coming up with new dishes. Food Production department comprises of
main kitchen, banquet kitchen, soup section, pantry section, pastry
section. Baking & confectionary section, and vegetable section.
Sections may vary based on the scale and star category of a hotel or
hospitality establishment. A Chef does more than cooking and has to
handle many responsibilities. Being a Chef requires great experience
and a flair for cooking.

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Food and Beverage Departement
1. Introduction
Food and beverage services sector contributes a great deal to the
profits in hospitality industry. With the increase in importance of
business meetings, a range of personal and social events, a large
number of customers visit catering establishments frequently. The
food and beverage professionals tirelessly work to intensify
customers‟ experience through their service.

The F&B Services providing businesses deliver food and beverages to

their customers at a particular location (on premise) such as hotel,
restaurant, or at the customer‟s intended premises (off-premise).
Food and Beverage Services can be broadly defined as the process of
preparing.
Presenting and serving of food and beverages to the customers.

F&B Services can be of the following two types -

On Premise - Food is delivered where it is prepared. The customer visits
the premise to avail the food service. The premises are kept
wellequipped and Well-finished to attract customers to avail F&B
service. For example, restaurants, pubs, etc.
Off Premise or Outdoor Catering - This kind of service includes partial
cooking, preparation, and service at customer‟s premises. It is provided
away from the F&B Services provider‟s base on the occasion of major
events which call for a large number of customers.

2. F&B Department

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3. NO. Of Outlets

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 Mélange

A 24-hour international eatery, Mélange offers a sizable à la carte

menu, including contemporary Western cuisine, popular Indian
dishes, and a variety of sandwiches, pasta, and refreshing salads.
For lunch and dinner, the buffet offers a tasty selection of
international dishes with innovative salads and desserts.
Have your choice of indoor and alfresco dining. Looking to host a
corporate or social gathering? Ask about reserving space in our
posh private dining room or in the interactive kitchen.
Seating capacity: 160
Service style: Buffet and à la carte
Atmosphere: Smart casual

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 Shao

Tantalize your taste buds at our award-winning signature restaurant,

where our chefs will mesmerize you with their skills. Shao brings
to you the best of Chinese, Thai, Japanese, and Korean dishes under
one roof for an unforgettable culinary experience.
Seating capacity: 60
Service style: À la carte
Atmosphere: Smart casual

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Saffron

The romance of the rugged Northwest Frontier comes alive at this

authentic, award-winning restaurant. Offering handpicked dishes
prepared by expert chefs, Saffron boasts an exclusive and
extravagant menu with favorites like kebabs, curries, and biryani.
Seating capacity: 65
Service style: À la carte
Atmosphere: Smart casual

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EUROPA 360

This international restaurant focuses on grilled specialties,

including prime New Zealand lamb chops, top-quality seafood,
game, and poultry. Savor the rich, smoky flavor as you sit beside
the pool.
Seating capacity: 20
Service style: À la carte

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 Marquis

Although still part of the Radisson Blu, Marquis boasts a unique

identity and a separate entrance, giving you a feel of its impressive
grandeur as soon as you step in. This premium nightclub features
multi-cuisine eats and an outdoor seating area, as well as a splendid
ambiance created by the innovative combination of design, music,
and colorful lighting. The different themed nights staged by the
best DJs in town take the party to the next level, and the open-air
live kitchen offers a novelty experience in Bengaluru.
Seating capacity: 110

4. Training schedule and procedures

BUFFET SERVICE
It is a self-service where food is displayed on tables. The guests take
plates stacked at the beginning of the table and proceed along requesting
the buffet attention to serve them or they help themselves. In stand-up
buffets, guests are forced to stand and eat.

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ROOM SERVICE
A service provided in a hotel allowing guests to order food and drink to
be brought to their rooms.
COFFEE SHOP N BAR
Bar (establishment), a retail establishment that serves alcoholic
beverages; also the counter at which drinks are served.
A coffeehouse, coffee shop, or café is an establishment that primarily
serves coffee (of various types, e.g. espresso, latte, and cappuccino)....
A coffeehouse may also serve food such as light snacks, sandwiches,
muffins, fruit or pastries.

5. Suggestions for food and beverage service

1. Be aware of changing consumer trends

People are becoming increasingly curious and concerned about where

their food comes from and how it arrives on their plate. As travellers
start to focus more on health, they‟re turning towards local, homegrown
food options. This is particularly prevalent in Asia where 48% of
Chinese consumers say they prefer to cook at home for health reasons.

Social media is another big influence. While it‟s always important for
food to look appetizing, social media makes it even more important –
62% of Chinese consumers say they post about their food experiences
on social media at least once a month; the same figure is 42% in Korea,
40% in Singapore, and 29% in Australia.

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The takeaway here is that your hotel‟s food should always be restaurant
quality. With a focus on local produce and an aesthetic that will appeal
to the masses on Facebook and Instagram. Think of it as a bonus for
you; the better your food looks the more free marketing you will get
from consumers posting photos and tagging your business.

2. Don‟t be afraid to be a little „different‟ with your menu

Ultimately people travel to experience new things and create lasting

memories. Food can be strongly linked to both. If travellers are in a
destination they‟ve never been to before, chances are they‟ll be
wanting to experience the tastes of local culture. People are also more
prone to being impulsive and experimental while on holiday, so the
more opportunities your menu gives them be this way the better.

Two things you can do at your hotel restaurant is employ a chef who
can experiment with flavours and textures, and maintain close ties
with local farmers and producers to ensure the authenticity of your
meals. But the best tip: Don‟t be boring!

3. Treat your guests like they‟re family over for dinner

Terrific customer service is half the battle at your hotel restaurant

and/or bar. It‟s essential that you be as warm and welcoming as
possible to travellers who sit down for a meal or a drink. This is a
simple measure to take, but not one that is always followed by hotel
staff.

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All guests should be treated equally. Don‟t let appearances or attire
lead you to prioritise certain customers over others. You never know
who your biggest spender will be. It‟s also important to tune into the
body language of diners. Just because they haven‟t asked for anything
yet doesn‟t mean they don‟t need something. The way they‟re sitting,
looking their glass, or touching their cutlery could suggest you need to
check on them and offer assistance.

Here are some things to remember:

Respect your customer
Make your guest feel important and do it sincerely. They deserve your
full attention and for you to be polite and friendly Be honest
No one likes their trust to be taken for granted so doesn‟t over commit
break promises. Customers usually prefer honesty. Take responsibility
If something goes wrong, own it. Even if you don‟t see an issue but a
customer does, you need to take responsibility for the situation and do
everything you can to resolve their issue, rather than taking the
attitude of “it‟s their problem”.
3. Treat your hotel restaurant as a unique business
Your hotel restaurant should be compatible and reflect to rest of your
property but it should also be able to operate as a separate entity, to
maximize business. Obviously it‟s hard for a hotelier to possess the
same nuance and attention to detail that dedicated restaurateurs have.
But today‟s consumer can find out a restaurant‟s limitations online in
a matter of seconds, and can easily avoid a mediocre dining
experience.
A simple tactic you can use is to give every restaurant and bar in your
hotel its own name and social media pages, where guests and locals
alike can enjoy activities separate to what is happening in the rest of
the hotel. Think about the spaces in your hotel and see if you can
repurpose any for the benefit of your food and beverage service.
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