BANARSIDAS CHANDIWALA INSTITUTE OF HOTEL MANAGEMENT

AND CATERING TECHNOLOGY,

CHANDIWALA ESTATE, MAA ANANDMAI MARG, KALKAJI,

NEW DELHI - 110019

SUMMER TRAINING REPORT

TAJ MAHAL, NEW DELHI

Submitted by

KABIR MALHOTRA

in partial fulfillment for the award of the degree of

BACHELOR IN HOTEL MANAGEMENT & CATERING

TECHNOLOGY

GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY

 BANARSIDAS CHANDIWALA INSTITUTE
OF HOTEL MANAGEMENT AND CATERING
TECHNOLOGY

CERTIFICATE

Certified that this Training report is the bonafide work of KABIR MALHOTRA

03711002219, who carried out the training at TAJ MAHAL NEW DELHI from

01/08/21 to 31/12/21 for 20 weeks.

Signature Stamp Signature

(Training Manager) (Hotel) (Principal)

Presentation held on_______________ at the college.

EXAMINERS:

1.

2.
 ACKNOWLEDGEMENT
A lot of efforts have gone in the completion of this training and further in the making of training
report. It would not have been possible without the kind support and help of many individuals and
organizations. I would like to extend my sincere thanks to all of them.

I am highly indebted to TAJ MAHAL NEW DELHI for their guidance and constant supervision as well as
for providing necessary information regarding the project & also for their support in completing the
project. I would like to express my special gratitude and thanks to industry persons for giving me
such attention and time.

I would like to express my gratitude towards my parents, as well as Training-&-Placement faculty

members of BCIHMCT for their kind co-operation and encouragement which helped me in
completion of this project.

KABIR MALHOTRA
HOTEL NAME, PICTURE AND LOGO

THE TAJ MAHAL HOTEL, NEW DELHI

ABOUT THE HOTEL
GENERAL QUESTIONS:

1. Name of the hotel, meaning of the name, and why is it named

so.
 Taj Mahal, New Delhi. The meaning of Taj is that it is the hallmark of Indian hospitality,
Taj personifies tradition and warmth.

2. Owner of the hotel.

 The Indian Hotels Company Limited (Tata Group)- Mr. Ratan Tata.
3. Type of hotel, location, distance from the airport.
 Taj Mahal is a Business property. It is an epitome of luxury, hospitality and world-class
service Taj Mahal, New Delhi, located in the heart of the city, stands as tribute to
legendary hospitality and service, complementing the broad leafy boulevards of Delhi's
chief architect, Sir Edwin Lutyens. Central to The Taj Mahal Hotel's prominence is its
old-world grace and charm, blended effortlessly with contemporary comforts and
amenities.

4. Best possible routes to reach the hotel that you would suggest
to a tourist.

Bus:161,181,26,502,521

Train: EMU64071, EMU64439

Metro: Violet Line (Khan Market Station)

5. In case your hotel is a chain hotel, name at least five other

properties of same chain.
Taj Lake Palace, Udaipur.
Taj Falaknuma Palace, Hyderabad.
Umaid Bhawan Palace, Jodhpur.
Taj Rambagh Palace, Jaipur.
Taj Palace Hotel, Delhi.
Taj Mahal, Mumbai

6. Hierarchy of the hotel mentioning the names of position

holders.
General Manager-Satyajeet Krishnan
Area Director Finance And Revenue Management-Ms. Karishma Singh
Public Relations Head-Ms. Bhavna Mehta
Area HR director(NORTH)-Mr. Binu Nair
Area Materials Manager-Mr. Vipul Shah
Director Of Security-Mr. Robert Bunny
Director Of Engineering-Mr. Raj Dhiman
Director Of Culinary-Mr. Arun Sundaraj
L&D Director-Ms. Viniti Sehrawat
Executive Housekeeper-Ms. Annu Chakma
\Revenue Manager-Mr.Tejasvir Singh
Front Office Manager-Ms. Shivani Gosain
 7. No. of rooms in hotel.
*There are 230 luxurious rooms including 36 suites.

8. No of restaurants, their names, significance of the name, their

capacity (pax).
Machan
It is located at the lobby level with a total area of 2644 sq. ft., which can accommodate up to 89
covers. Literally, Machan actually means the elevated area" in the jungle that is used for the
purpose of hunting.
Cuisine: Multi Cuisine
Average Cost for 2: 4000
Timings of Operation: 1030hrs to 0000hrs

House of Ming
Delhi's first Cantonese and Sichuan specialty restaurant in a five-star. It highlights the golden era of Ming
Dynasty, which reigned supreme in China from the 13th Century AD to 16th Century AD. It has established
itself as a landmark for Chinese food in the capital. The restaurant can seat 154 guests at one time.
Cuisine: Cantonese and Sichuan
Average Cost For 2: 5000
Timings of Operation:
Lunch: 1230hrs to1445hrs
Dinner: 1930hrs to 2345hrs

VARQ
It is a harmonious blend of traditional & contemporary sophistication. Visually spectacular in every way, this
76-cover elegant Indian restaurant, including a private dining room for 12, is located at the lower lobby level
overlooking the hotel's beautifully manicured gardens. Varq is symbolic of preciousness, luxury & elegance,
which are reflected amply in the cuisine & the décor of the restaurant. It serves stylishly crafted culinary fare in a
sophisticated setting. The restaurant offers. the mix of Indian classical dishes as well as the new innovative
creations from across the nation. This Gourmet paradise will reflect flavors of India in a contemporary way,
served in a gourmet - dining ambience. The restaurant retains the existing murals by celebrated artist Anjolie Ela
Menon.
 Cuisine: Modern Indian
Average Cost For 2: 5000
Timings of Operation:
Lunch: 1230hrs to 1445hrs
Dinner: 1930hrs to 2345hrs

Emperor Lounge
It is an exquisite lounge of 61 covers, which extends from the machan. It is famous for its extensive Tea and
coffee Selections. It serves as a unique place for tea and coffee discussions for the corporate clientele.
Cuisine: Finger Food
Average Cost For 2: 2500
Timings of Operation:
0900hrs to 2200hrs

RICK’S
Urban bar lounge offering a fine selection of malts, wines & martinis. Named after Rick Blaine, the star of the
classic black & white movie 'Casablanca'. Rick's caters to the elite class of the city who have toured well
internationally, hence the beverage list includes an elaborate liquor selection & a wokerie/finger food concept.
Cuisine: Southeast Asian
Average Cost For 2: 3500
Timings of Operation: 1600hrs to 0100hrs.

9. Tariff and other rates followed in hotels.

*Rates ranges from Rs.12,000 and goes on to Rs.7,00,000.
10. Number of banquet halls in your hotel and the capacity of
each hall.
There are a total of 3 banquets and 2 outdoor lawns
Diwan-I-Am-400 PAX
Diwan-I-Khas-70PAX
Aftab-Mahtab-150PAX
Lawns-300-400PAX

11. Security measures adopted in your hotel.

There are 5-6 cameras at every gate, all the gates are guarded by security officials who do their
job effective-and-efficiently. All the hotel’s entry and exits are covered by cameras.
Scanning of guest luggage at the entrance.
All guest vehicles are scanned and checked
Frisking of guests at porch area.
Regular audit of all safety security equipments are done on regular basis.

12. What are the different types of licenses taken by your hotel
for the smooth running and functioning of the hotel?
*Building Permit
The National Building Code of India was prepared by the Bureau of Indian Standards to
unify the building regulations throughout the country.

*Fire Safety Permit

A fire safety certificate or permit is required for the Fire Department is a must for
operating a hotel business.

*Police License for Hotel

Hotels are public places that are monitored closely by the Police Department.

*Health Trade License or Trade License

A health trade license is usually required from the local Health Department for restaurants
and hotels

*Business Registration
It is recommended that a hotel be setup under an artificial legal entity like company or
LLP.

*ESI Registration
ESI is an autonomous corporation under Ministry of Labour and Employment,
Government of India.

*PF Registration
A Employee Provident Fund (PF) Registration is required for any establishment that
employs more than 20 persons in India.

*Bar License
If the hotel operates a bar or serves alcohol in the restaurants, a Bar license will be required
from the relevant authorities.

*FSSAI Food Business License

A FSSAI food business license under the Food Safety and Standard Act is required for
operating a restaurant in India. The FSSAI food business license is usually provided for
one year and is renewal at the end of each year.
*Service Tax Registration
Service tax is applicable on the accommodation services provided by the hotel and food
services provided by a restaurant in the hotel.

*VAT Registration
Value Added Tax (VAT) is applicable on the food served by a restaurant in a hotel.
 HOUSEKEEPING
What to observe:-

Organization Chart
Various types of cleaning agents, equipment and their uses.
Room Cleaning
Staffing
Supervision
Bed Making
Public-area Cleaning
Key Handling
Various reports and forms used in the department
Coordination with Front Office

Questions:-

1.What all instructions do you find on the fire exit map behind the door in the guest rooms?
We find the following things-
1. Do not use the elevator.
2.Feel any door you are going to open (with the back of your hand) to see if it is hot. If ….so do not open the
door.
3.Stay low to the floor and if necessary, crawl to avoid smoke “Stop, Drop and Roll”.
4.In a fire, smoke kills 80% of people - more than the actual fire itself.

2.What are the dimensions of vestibule i.e. length and breadth?

150X150 inch

3.What lightings do you find in vestibule? And what is their wattage?

LED Lights of 30 watt

4.What all items are placed in the cupboard of the rooms?

Washroom slippers , Safe locker, Laundry bags , Shoe shine , Laundry list , Ironing board , Cloth hanger , 1 coat
hanger and Iron

5. What is the capacity of mini bar in the hotels? And what is placed in them?
The mini bar has a capacity of 56L. Items placed in them includes •
1 coke can (300ml)
1can sprite(300ml)
1 can of minute made pulpy orange (300ml)
and 1 can of beer

6. What is the diameter of salver?

12INCH

7. Which glasses are there in the rooms and what is there capacity?
Highball glasses are placed in the room , of capacity 300 ml are placed in guest rooms

8. What is the height and width of luggage rack?

Width: 16" (41 cm) & Height: 20.5"(52.7 cm)
9. From which material the top of luggage rack is made?
HPL Laminate is used for the top of luggage rack , it is a highly durable material.

10.How the cleaning of top of luggage rack is done?

The top of luggage rack is dusted using a damp duster followed by a dry duster.

11.Bed is found on the wheels called as................ & sizes of all types of beds which you find in hotels?
Roll away beds are the beds found on wheels which are used as extra beds in hotel. The various types of beds
that can be found includeDouble bed – King/Queen ; Single bed Two twin bed-39X80” ; Queen-60X80 ; King-
78X80”

12.Sizes of single, double & all other rooms?

TYPE OF ROOM AT TAJ MAHAL NEW DELHI
SINGLE-37m2-45m2
DOUBLE-40m2-45m2
QUEEN-32m2-50m2
KING-32m2-50m2
TWIN-32m2-40m2
SUITE-70m2-100m2
PRESIDENTIAL SUITE-80m2-350m2
CONNECTING ROOM-30m2-50m2

13.Standard Size of TV, writing table, is.................?

Standard size of T.V- 50” wall mounted / cabinet placed in all suite rooms & 40” wall mounted in all other
rooms.
Standard size of writing/study table : 30X24’

14.Height of writing table and table lamp from floor is.........?

Height of writing table from floor : 3.5 ft , Height of lamp from floor : 5ft

15.Green coloured clothes lined on table tops and drawers are called
Drawer liner

16.What is stationary folder and what all items do you find in it?
Stationary folder is a business organiser holding certain stationery . This includes – Pen , letterheads , Pencil ,
Scale & Hotel envelops

17.Types of curtains, their purpose, their materials & how these are cleaned? Curtains used in guest room are
of two types: Heavy and sheer. Sheer curtains are normally made of cotton or polyester, whereas heavy
curtains are made out of velvet. Lining is stitched to heavy curtains can protect the fabric from direct sunlight.
It also gives a heavier look. The curtains are laundered/dry-cleaned when visibly soiled.

18.Define pelmet, upholstery, drapery, swag, and valence?

Valace: Lining, stitched to heavy curtains can protect the fabric from direct sunlight. It also gives a heavier look.
Swag: Lining, stitched to heavy curtains can protect the fabric from direct sunlight. It also gives a heavier look.
Pelmet: Pelmet is a stiff panelled heading to curtains. It is a solid structure that is mounted above the windows.
It can be decorated in numerous ways – from shaping the lower part of the pelmet to adding trimmings and
tassels.

19.Height of coffee table from floor, diameter if circular, width and length in case of it is rectangular?
Height of coffee table from floor : 16.67”
Diameter of table – 20.35”

20.Placement of fruit charlie, its height and width?

The fruit Charlie only paced in suite rooms .The fruit Charlie was placed on the Coffee table , The diameter of
fruit Charlie was 6 inch of lower compartment and 10 of upper wasand was 15 inch high

21.Height of Headboard from ground, material its usage?

50” , Chenille fabric

22.Sizes of bed, mattresses, sheets, blankets, pillows, linen used for bed?
Double bedsheet : 100X116”
Twin bedsheet : 72X110”
Pillowcase :23X37”
Blanket/Duvet Cover (Twin) : 96X66’
Blanket/Duvet Cover (Double) :96X106”
Mattress Protector(Twin) : 35.83X46.45”
Mattress Protector(Double) : 53.94X74.01”

23.Types of pillows in hotels?

I. Goose down feather pillow
II. Cotton Tencel Pillow
III. Latex Pillow

24.Bedside table parts, placement of items in the drawers, in its cabins& on the top of tables?
• Welcome letter
• Pencil
• Pen
• Note pad
• Hygine kit
• Utility Kit (includes – Band aid , ear buds , filer , 1 white Button , 1 Black button , 1 needle and thread )
• IRD Menu QR scan code
• Telephone
• Lightening control and Charging points

25.Height of Vanity from ground, its material, and its parts?

Height of vanity from ground- 40 inch Material – Marble , wood and Acrlic
Parts- Washbasin , Faucets , Looking mirror

26.AC temperature for check out room, occupied, vacant room?

Occupied Rooms – 22-25 °C (FOLLOWING POST COVID GUIDELINES)
Vaccant Rooms -27 °C
Checked out Rooms - 25 °C

27.Capacity and dimensions of washbasin, bath tub, wc, bidet, & their positioning?
Washbasin-10inches,63cmX45cm
Bathtub-19inches,5ftX2.5ft
WC-12 inches,10ftX7ft
Bidet-16inches,11.5inchX8.5inch

28.Temperature of hot water in the bath room?

The hot water in guest rooms shall not exceed 60 degree.
29.Purpose of gargle glasses or tooth glasses?
The gargle glass are kept on the vanity counter for the guests to add salt/mouthwash to water while brushing
their teeth.

30.Materials used for faucets?

Faucets is made from alloy of brass and nickel and is coated with chrome

31.Types of soaps and their companies?

Soaps Company : Forest essentials Types of soaps used – Handmade soap cake

32.Types of towels in bathrooms & their placements?

1. Hand towel – Placed on the vanity
2. Face towel- Placed on the tray over the vanity counter with other washroom amenities
3. Bath mat – In case of bath tubs it is hanged on the outer boundary of the bath tub , in case of shower cubical
placed on the floor outside the door/entrance of the cubical
4. Bath towel – One Bath Towel is Placed on the hndle of the shower cubical while the other in the shelf of the
cubical

33.Shower capacity of bath?

32’X32’

34.Differentiate between male and female bathrobes?

Male bathrobes are larger in size and have an ankle length and the female bathrobes have a smaller chest size
with amid calf length

35.Material for shower curtains?

Polyurethane

36.Why shower curtains are used in bathrooms?

They prevent water to splash out while bathing in shower cubical

37.Different types of flooring in rooms and public areas?

Rooms – Marble flooring
Porch – Stone flooring (limestone)
Lobby – Marble Flooring / Resin flooring
Corridors-Ceramic tilling with carpets

38.Role of Skirting and dado in hotels and their materials?

Dados and Skirting prevent wall from stains and accidental spillages. Dados are typically wooden and
skirting is made out of UPVC Plastic. Skirting is at a lower length whereas dados on a middle length of
the entire wall.

39.In case the guest does not take bath in the bath tub, where from you remove water in the
bathroom?
In Washbasin or near vanity counter.
40.Company of paper rolls, hair dresser, supplies, Sani basin?
Sani basin – Cera
Paper roll - Wrapper India
Supplies – Forest Essentials
Hair dryer – Phillips

41.Different cards used in the rooms?

Guest Key card Laundry Card

42.Why weighting machine is used under vanity unity?

43.Evening service and turn down service?

Following the covid protocols turndown service / evening service has been discontinued and is only
provided on to guest request.

44.How much above is peep hole from knob of the door?

16 inch above the door knob

45.Material for door knob, room no?

Doorknob /Room no plate - Brass

46.Different types of fabrics used in hotels?

Fabric used for Bath linen – Terry towel Fabric used for Bathrobes -Peshtemal
Fabric used for bed linen – Polycot / Tencel

47.What equipments would you take would you while public area cleaning?
Hard brush for hard to reach corners of floor , Vacuum cleaner for carpeted floor ,
Dry/Wet mop for non carpeted floor , Duster for fixtures , Lint free cloth for windows and glasswork.

48.Brasso and silvo are from which company and their cost?
Company / Manufacturer - Reckitt Benckiser ; Price - ₹ 470 /175 ml

49.Different formats utilized while room cleaning?

• Cleaning Checklist
• Regular checklist
• Inventory supply list

50.Standard time for room cleaning, bed making?

Room cleaning – 25 mins (includes 4 mins of bed making)

51.Common reports between HK and FO?

• Arrival report
• Group check-in report
• Discrepancy report
• Status report

52.Different cleaning agents and their usage in hotels? Their company names?
The hotels use the range of Taski for various cleaning
• Taski R1 for Cleaning and Sanitising of Bathroom / Toilet surfaces
• Taski R2 for All-purpose cleaning agent / Hygienic Hard Surface Cleaner
• Taski R3 for Cleaning Glass and Mirror Cleaner
• Taski R4 for Furniture Polish and Cleaning / Furniture Maintaine
• Taski R6 for Heavy-duty toilet bowl/urinal cleaner for the removal of limescale, stains and
other residues.
• Taski Emrand Plus for Fixtures and Hard water surface
• The hotel also used VIREX as a disinfecting agent adhering to new protocols

53.Which colour coding of dusters is availed in case of cleaning different surfaces?

• Red dusters for washroom surfaces
• Blue for room surfaces
• Yellow for Biohazardous/Covid Prone Areas – These are disposed after single use

54.Composition of cleaning tasks in hotels?

55.Why glass cleaning is done with the help of newspapers?

Glass cleaning is done with the help of newspapers / lint free (microfibre cloth to prevent from
scratches or lints

56.Equipment’s manual and mechanical used in hotels for general cleaning?

Mechanical – Buffing machine , Vacuum cleaner , Mechanical Scrubbers

Manual – Duster , cady , Dusters , Brushes , Mops , swabs, Druggets , Chamois cloth

57.Cleaning of swimming pool?

Swimming pools were not operational following covid protocols.

58.How Circulation of water is done in swimming pool?

A skimmer takes in water with suction produced by the pump. After it leaves the pool through the
skimmers and main drains the water flows to the pump. The filter cleans your pool water by removing
debris. While the skimmer can remove larger debris, such as hair and leaves, the filter removes tiny
impurities. Fresh water is then pumped at a constant pressure.

59.Different types of spas found in hotels ?

Sauna and Wellness spa.

60.Items found in spa, sauna, solarium. Health club?

• Formulated with essentials herbs, this signature scrub nourishes the skin to make it soft and supple.
The healthy spa skin polish.
• Cleanser and refreshner which eliminates all toxins for complete purification.
•Specialized scrub and wrap using herbs with exfoliating and cleansing properties, keep your skin more
youthful-looking

61.What all handover records do you maintain in housekeeping during operations?

a) Loan items issued to guests staying
b) Mini bar utility record
c) In house VIP records
d) HWC guest records
e) Guest supply control record
f) Floor Logbook

62.List at least 10 services provided by housekeeping department in hotels to guests? a) Turndown

service
b) Room cleaning
c) Laundry service
d) Providing amenities on demand / request
e) Bed making f) Placing of extra bed
g) Handling repairs
h) Lost and found
i) Provision of supplies

63.Name the equipment’s which you have seen in the laundry, their capacity, company from which
they are manufactured?
I. Calendaring machine
II. Iron boards and iron
III. Flatbed iron
IV. Hydroextractor
V. Cuff Collar iron
VI. Sleeve iron
VII. steam jacket
VIII. Tumble iron
IX. spotting machine

64.Which cleaning agents have you seen the laundry for wet cleaning and dry cleaning? • HDD(heavy
duty detergent)
• Liquid Silicone
• Low Suds Detergent
• Bleaches
• Pre softening detergent
• Fabric conditioners

65.What are the different bleaches you find in the hotels?

Oxygen dry bleach & Chlorine dry bleach

66.Which procedures for linen exchange are followed in the linen room?
• Set amount for f and b linen
• Requisition for banquet
• Set amount and Topping up for rooms and for room and washroom linen

67.No. of rotations of drying tumbler, washing machine etc?

Rotations of drying tumbler – 300-500 rpm Rotation of washing machine – 1000rpm

68.Length of calendaring machine in laundry?

1200mm

69.Type of Flooring of laundry, uniform room, linen room?

Uniform room : Vinyl Flooring , Linen room : Marble flooring , Laundry :Anti-skid tiling

70.Timing for cleaning of high traffic areas like lobby, reception. Staircase etc in your hotel?
High traffic areas are cleaned either after between – 19:00-21:00hr or between 5:30-7:00hrs
 FRONT OFFICE
What to observe:-

1. Organization Chart
2. Reservation Procedure
3. Registration Procedure
4. Guest Billing
5. Telephone Operation
6. Handling of computer and EPABX
7. Situation Handling & interaction with guest
8. Departmental Coordination & Communication System
9. Various reports & forms used in the department
10. Competitive analysis amongst the regional organizations
11. Yield

Questions:-

Q1. Height & width of porch.

Ans.1 Height = 13ft, Width :- 10ft

Q2. Foyer Measurements?

Ans.2 18 ft. by 14 ft.

Q 3. Bell desk location, major activities performed at the bell desk.

Ans.3 The bell desk is located in the lobby just when you enter in the hotel.

 ACTIVITIES
• Luggage handling
• Paging
• Mail and Message Handling
• Delivery of Newspapers
• Collection of Room Keys at Departure
• Miscellaneous Jobs
• Wake Call.

Q 4. Equipments at the bell desk.

A
n
 Computer
s
 2.. Telephone
 3. Luggage trolley
 4.4Paging board
 5. first aid box
 6. Wheel chair
 7. Oxygen cylinder
 8. Stamp folder
Q 5.Stationary at the bell desk.
Ans.5 .
 Pen (blue, black)
 Glue
 Stapler
 Rubber
 Pencil
 Eraser
 Sharpener
 Calculator
 Magnet pin stand.

Q 7. Errand card and its purpose (arrival and departure).

Ans.7 Errand cards are used to track the guest luggage movements in the hotel. Separateerrand card is filled up
at the time of check-in and check-out of the guest.

Q 8. Left luggage procedure in your hotel.

Ans.8 Left luggage procedure in your hotel.

 The Bell Captain confirms whether the guest has settled his hotel bill with thefront office cashier.
 The Bell Captain inspects the baggage and brings to the notice of the guest a pre-existing damage (if
any).
 He enters the description of the baggage on the Baggage Tag and strings it to thebaggage. The sticker
has a number with a counter foil with the same number.
 The Bell Captain enters these details in the Left Luggage Register.
 He mentions any pre-damage comments in the remarks column. He also mentionsthe expected date of
delivery in the register.
 He tears off the counter folio of the Baggage Tag and hands it over to the guest.
 He instructs a Bell Boy to deposit the baggage in the left luggage room.

Q 9. Height of the bell desk.

Ans.9 The height of bell desk is 5 feet 3 inches.

Q 10. System adopted by your hotel for communicating with other departments of thehotel (EPABX/PBX).
Ans.10 (EPABX/PBX)
 PBX is used in hotel to communicate with other department.
 PBX stands for Private Branch Exchange, which is a private telephone networkused within a
company or organisation. The users of the PBX phone system cancommunicate internally (within
their company) and externally (with the outsideworld), using different communication channels like
Voice over IP, ISDN or analog.

Q 11. How paging is done in your hotel?

Ans.11 Paging is the process of locating a guest in a given area within the hotel premises.The concierge or bell
desk team then writes the guest details on the paging board and deploys a bell boy to do the paging with the
board.
Q 12. Hierarchy of bell desk in your hotel?
Ans.12
 Bell caption
 Bell boy
 Trainee
Q 13.) Common newspapers and magazines distributed in your hotel both national andinternational separate.
Ans.13 Common Newspaper/Magazine
 The Times of India
 The Hindu
 Dainik Bhaskar
 Dainik Jagran
 Hindustan Times
 MAGAZINE
 India Today
 Femina
 Filmfare
 Business Today

Q 14.) How postage distribution was done at the bell desk?

Ans.14 The postage is identified by the guest name and then the room no. of the guest is identified after that the
guest is called up to inform about the postage and if guest says todeliver to the room the one person from bell
desk give it to guest or guest may wish to collect itself

Q 15.) How group luggage is handled right from the moment of arrival of group and howit was loaded into the
coaches at the time of departure.
Ans.15 Luggage handling for groups at the time of arrival and departure:-
 Handling luggage of groups becomes little complicated as the number of luggage could be high. And the
important part is transporting luggage to different rooms allotted to group members after identifying the
correct luggage of every individual guest.
 In this process, a rooming list is handed over by the front desk staff to the bell desk clearly indicating the
guest name and room numbers allotted.
 Further the bell boy puts luggage tags on all the luggage items and makes a note of that separately. It
becomes easy as the group members are informed to attach name tags on every luggage which is
otherwise also recommended by tour operators for travel purposes. And then the bell desk transports the
luggage to every guest room.
 The process of carrying luggage from porch/lobby area to guest room is called as Up-bell. On the other
hand, at the time of group departure the luggage is collected fromeach dedicated room to a group and is
brought down and loaded to he vehicle of thegroups. The bell boys need to be careful for the same
because on times a two or moregroups may be checking-out at same time. The process of transporting
luggage of group from rooms to porch/lobby is termed as Down-bell.

Q 16.) Specify the time when the bell boy took the C-form for deposition in the FRRO.
Ans.16 The C-form is deposited to FRRO within the duration of the guest
Staying in the hotel. This form has to be sent in Police Commissioner Office or FRRO office within 24 hrs for
other foreigners and within 12hrs for Pakistani & BangladeshiGuest.
Q 17.) Location of concierge, job responsibilities of concierge and hierarchy of concierge department.

Ans. 17 Concierge is located in the lobby of the hotel.

 Concierge Job Responsibilities:

 Meets with guests and provides outstanding customer service to all guests,
owners,and visitors of the hotel.
 Assists guests and owners in a branded, friendly, proactive and efficient
mannerwith appropriate follow-up as necessary.
 Knows all essential aspects of our resort or hotel operations.
 Builds an extensive knowledge base of local area restaurants, shops,
attractions,transportation options, and airports.
 Maintains a positive and professional relationship with all vendors and
merchants.
 Supports operations partners and vendors delivering communication to
managersand guests on a daily basis.
 Supports the marketing and sales department with administrative tasks.
Maintains inventory and stock of supplies, brochures, and collateral for
conciergedesks.
Hierarchy of concierge

 Front office manager

 Lobby manager
 Concierge
 Van driver

Q 18.) Name the major cars brands provided to the guest s in your hotel for pick and drop.
Ans.18 Major Car brands are:-toyota and tata mercedes

Q 19.) How were the following arranged for the guest in your hotel:- Cinema TicketsAirline Tickets
Ans.19 Cinema Tickets:-
• Movie tickets are booked thorough online ticket booking sites like book
myshow, paytm on the demand of the guest or else someone in send
from the hotel to buy ticket from movie hall.

Airline Tickets:-
• The tickets are booked online by the front office. And money is collected
fromthe guest.

Trip to city for foreign guest:-

• The ticket of monuments and amusement parks are booked by the front
officein advance .

Q 20.) Location, Hierarchy, the work timings and the job responsibility of the GRE inyour hotel.
Ans.20 Hierarchy:-
• Room Division Manager
 • Front office manager
• Asst. Front office manager
• GRE (GUEST RELATION EXECUTIVE)
• Front Office Supervisor
• Front Office Associate
• Apprentice
• Trainee

GRE Located in the lobby area near the desk of duty manager.
GRE DUTIES AND RESPONSIBILITIES:

• Welcome guests during check-in and giving a found farewell to guest while
checkout.
• Allocate rooms to all arriving guests after checking the guest preferences.
Collectguest feedback forms and do any possible first hand service recovery
steps.
• Handling guest complaints and concerns in an efficient and timely manner.
• Overseeing VIP guests, arrivals and departures.
• Coordinating and multi-tasking job duties in a busy environment.
• Should possess detailed information about the Hotel, city as well as the
competition.
• Detailed information regarding arrivals and room requirements.
• Have up to date information on daily room occupancy
• Providing excellent customer service as per hotel standards.
• Greeting guests as they enter and exit the hotel.
• Providing information regarding the Hotel, town attractions, activities etc.
• Check on formalities.VIP reservations, complete their pre-registration Allocate
rooms to all arriving guests.
• Maintain up-to date information on room rates, current promotions, offers
andpackages
• Maintain all guest folios in the manner instructed and type out necessary
guestlikes and dislikes to the appropriate fields on the profile.
• Co-ordinate with housekeeping for clearing of rooms.
• Collect Guest feedback during guest departure along with his likes and dislikes.
• Perform basic cashier activities as and when required.
• Maintain guest lockers for safe custody.
• Ensure that all check-ins and check-outs are handled smoothly without
unnecessary delay or discomfort to any guest.
• Give proper and complete handover to the next shift
• Should be able to handle all guests without bias or prejudice.
• Follow the house rules and policies laid down by the management.

Q 22.) In case of VVIP arriving in the hotel what all arrangements did the GRE do prior tothe guest arrival and also
job performed on the day of arrival of the guest.
 Ans.22 .
• Make Sure Staff Are Prepared. Your staff members and the key should be ready
and registration card should be filled in advance Double Check Rooms Have Been
Cleaned.

• Be Prepared For welcoming guest with arti-tikaa and spray of perfume (it-tar)
Check With The Front Desk Whether Everything Is In Order.
• Upon arrival Front desk team must inform the FOM / Resident Manager /
General Manager to greet and meet the VIP Guest. Always accompany the VIP
Guest to the room and proceed with the check-in procedures in the room.

• Fill in as much information that you can on the Registration Form prior to
presenting it to the Guest. Attend to guests courteously and deal promptly with
their requests and queries. Have Detailed information about the hotel and city.
• Check on VIP guest movements, complete their pre-registration formalities.

Q 23.) What is ATG?

Ans.23 ATG stands for Alone Travelling Guest or Alternative Tourism Group.

Q 24.) Location of the duty manager desk, shift timings and his job responsibilities.
Ans.24 Duty manager desk is located Behind the Cashier Desk near the reception of thehotel
 The duty and responsibilities of Duty Manager are :-
• Greets the VIP guests of the hotel. As directed by the Front office
Manager,Performs special services for VIP Guest’s.
• Assists in VIP’s arrival departure in absence of guest relation officers.
• Checks cleanliness of lobby and public areas, lights and as well as front office
staff in proper and orderly appearance and behaviour.
• Checks on registration cards of arriving guests and ensures all
informationshould be filled on each cards either by Guest Relation Officers or
the guests.
• Assists in sending guest messages or faxes.
• Gives the instructions to the Night Reception, during the high occupancy
periods, regarding: walk-in guests and release room blocked because of no-
shows
• Assists in handling room lock problems.
• Prepares and checks for VIP’s arrival and escorts guests to rooms.
• Co-ordinates with all departments concerned in order to maintain Front
Officefunctions properly.
• Operates the front office computer system in order to assist front office
attendants.
• Checks group department, fit and ensure switchboard makes appropriate
wakeup calls.
 • Handles guest complaints and other related problems and reports on the
Assistant Manager’s log book.

• Assists reception, business centre, cashier, concierge and bell captain during
they are busy.
• Answers guests inquires, handles complaints and attend to the needs of the
guests.
• Approves and sign for allowances, rebates etc., as required by Front
OfficeCashier.
• Authorises charges to be made for late departures and/or compliments on them.
• Promotes and maintains good public relations.
• Motivates and maintains good staff relations.
• Maintains and be guided of hotel policy on credit/lost and found hotel
guestsproperties.
• Follows up in credit check report, liaise with credit manager.
• To responsible for front office operation during the absence of Front
OfficeManager (HO).

Q 25.) Height, width & construction material of the reception counter? How did you takethe check in of the
following:-

• Prior reservation guest Walk in guest

• Group arrival Pakistani guest Scanty Baggage guest Black listed guest
• Pre -registration guest.
• VVIP
• Physically challenged guest.
• Single lady guest.
• Guest with a pet.
Ans.25 Height of Reception
Counter:36”
Width of Reception Counter :- 84”
Material of reception Counter:- Wooden Counter with Glass Top

o Prior reservation guest Walk in guest

o If the guest Presents a confirmation letter, verify the date and the name of
the hotel; the guest may have arrived on a different date ir at the wrong hotel.
o Check with the guest if the reservation was made by another person, it is
possible that the reservation agent might have entered the reservation under
the booker /caller name!
o Re verify the reservation by searching the hotel software by last name, first
name, reservation number, partial name search, mobile number, Booker
name, company, travel agent, etc. If the guest had booked from the travel
agent ask the guest to call up the travel agent and get more details of the
booking.
o Ask the guest to reconfirm the arrival date and departure date again, the
guest may be arriving on a different date or it is possible that this guest was a
 no-show for the previous night.
o If all of the above checks and given negative result then after checking the
availability of rooms in the hotel the front desk agent can create a new
reservation. When the reservation is created for walk-in guest the source
segmentof the reservation should be tagged as 'Walk-In'.
o It is also a good practice to collect a advance deposit for the complete room
rentaland approximate incidental charges from a Walk-in guest.

o VVIP:-
o Sales team should always inform the reservation department regarding VIP
reservation well in advance, This lead time allows the reservation agent to
blockthe appropriate room and also notify the same to other departments.
o During reservation an appropriate VIP code to be attached to the VIP
reservationon the Property Management System.
o Tagging of VIP code to the reservation helps other department to easily
identifythe VIP status of the guest and do the required preparations.
o VIP Status is normally printed on reports like Arrival list, Room Boy list,
Departure list etc. In addition to this new age hotel management software’s
alsogive pop-up to users whenever they try to access the guest reservation.
o After blocking the room for the VIP guest, Front office department should
send the VIP requisition form to Housekeeping and Room service well in
advance sothey can do the required arrangements.
o If there is any further change in the room number at a later stage then same
needto be communicated to Housekeeping and Room service immediately.
o Housekeeping department put a priority on VIP arrivals and return those
roomsto Front office as soon as possible.
o House Keeping department places all complimentary VIP welcome amenity in
their rooms.
o The Welcome Amenities must reflect the prestige and cultural background of
the Guest.
o Executive housekeeper / Asst. Executive housekeeper should verify the rooms
before releasing the same to front desk for check-in.
o On the arrival day Ensure that all special requests have been accommodated
andwell taken cared of.
o Upon arrival Front desk team must inform the Front Office Manager /
ResidentManager / General Manager to greet and meet the VIP Guest.
o Always accompany the VIP Guest to the room and proceed with the check in
procedures in the room.
o Fill in as much information that you can on the Registration Form prior to
presenting it to the Guest.
o Offer a tour of the property at the Guest’s convenience and the person who
escorted the Guest to make courtesy call within the first24 hours.
o List of VIP and VIP guests are noted down on the white board at Back office,
Operators Cabin and housekeeping control desk.
o Physically challenged guest:-
The reception or the front desk team should provide special assistance and care
while check-in or check-out is done for guest with a special need or disabled
guests.
 o The specially designed disabled room should be blocked for such guests, and
a note or trace to be put on the reservation to do not de-block the room for
otherguests.
o The front desk staff should provide assistance in filling out the registration
form and passport, visa details etc.
o In some hotels, an in-room check-in and check-out facilities are provided for
such guests.
o Ask for the method of wake-up, pick-up of luggage, if help is required when
the guest needs to leave the room.
o While check-in the receptionist calls the General Manager or Resident
managerand hand over the keys to the GM or RM, they will guide the guest to
the room.
o Depending on the guest, the General manager will show all the facilities in
theroom, including the bathroom.
o The General manager will emphasize to the guest that he/she can call the
reception anytime by using the phone (dial 0) or by pulling the cord or
pressingthe switch in the bathroom.
o During the stay of a disabled guest, all departments will do their utmost to
make the stay as comfortable as possible.
o A pro-active attitude is required while handling guests with disabilities.
o In case there is a disabled guest staying in the room, this will be mentioned
in all departments shift briefings and also informed to the hotel security
department.
o In case of an alarm raised from the disabled guest room then the adequate
reaction of the staff present should be ensured.
o An In-room check-out option is provided for disabled guests, but the billing
process is done like any other check-out.
o In case any assistance is required, the receptionist will provide this.
o The front desk team should make sure that such guests are treated with the
same respect as any other guest.

Q 26.) Mention at least 10 credit cards accepted by your hotel & also mention what pointsneed to be taken care
of while accepting credit card.

Ans.26
o Amex Platinum Travel Credit Card
o HSBC Visa Platinum Card
o Citi Cashback Card
o IndianOil Citi Platinum Card
o HDFC Freedom Credit Card
o Yatra SBI CreditCard
o IndusInd Bank Platinum Card
o Axis Bank Credit Card
o Yes first express credit card
o SBI credit card
Note the credit - card expiration date.
Enter the approval of the amount of the charge on the PMS checkout screen.
Verify the credit limit available by using the credit - card validator.

Q 27.) What is briefing and how briefing was taken at front desk and which all shifts gotbriefing and from whom?

Ans.27
o Attend FO Morning Briefing and take handover from night shift team.
o Count and takeover Cash Float from the Night Shift
o Help operator with any pending Wake-Up calls / Reminder calls to be completed.
o Ensure cleanliness of the Lobby and Lounge, Inform housekeeping department
incase any cleaning or dusting required.
o Ensure Newspapers, Magazines are at the Lobby and lounge area.
o Check No Shows from last night and as per policy charge retention.
o Print daily report ( In house/ departure / Arrival/ pickup)
o Print Special / Preference Report for today’s arrival and cross check if the
correctrooms has been assigned as per the guest request.
o Discuss the Last Night DM logs.
o Check Pick - up and Drop - Report of the Day with Concierge / Travel desk
o Check Registration Cards and update guest profiles on the system
o Familiarize yourself with Repeat Guests and VIP Arrivals, And organise welcome
drink.
o Update FNB, HSK on VIP Rooms and specials requests
o Check early arrivals and charge early arrival charges if required.
o Check & Clear Traces, Guest Messages and Flag them as Read / Resolved in a
timely manner.
o Check front office Email id and reply promptly from the back office.
o Check stationary and oversee the lobby area.

Q 28.) What do you understand by handover and what are the details taken care of whilegiving a handover from
one shift to another.

Ans.28 To ensure continuity and minimize errors, a standard procedure is implemented for shift handover. Each
company will develop their own procedure in line with their operational requirements. In practice we have
observed that there is little standardizationof these handover procedures between companies, and while some
follow a very rigorousand defined process, others merely rely on individuals to communicate effectively.

o Formal written communication around each handover should be documented

ina simple, secure, structured logbook, ideally electronic.
Information between shifts should also communicate the “why” and not just the
“what”.
o Information between shifts should be communicated between experienced
competent persons who understand the process and work being done.
o Relevant information should be highly visible to all affected – e.g. displays
around the plant, mobile devices, etc.
o Relevant focused shift and safety information should be easily shared.
o The handover process should always be aligned to the short and medium-
 termproduction goals and targets and these need to be visible.
o Face to face communication between role-players.
o Catering for regular handover and / or production meetings that result in
tasksbeing assigned, followed up and shared in a management system.
o Support for continuous training and audit of the processes.

Q 29.) How does the morning shift start the day and with what all activities that need to bedone when they come
for the shift.

Ans.29
o Attending the morning briefing and discussing room occupancy, YTD score,
NPS, of last night.
o Discussing DM logs, Guest complaints, etc.
o Discussing expected Arrival & departures of that day.
o Discussing VIP in house and upcoming VIP check-in.
o Discussing Pickups & drops.
o Taking Handover from night Shift.
o Do their assigned job for the day.

Q 30. )What are the vouchers that the morning shift prepares in order to prepare for thearrival of the early
morning arrivals that would be checking in the hotel?

Ans.30 Preparation of amenities voucher: This voucher is made by receptionist prior toguest arrival so that
the extra amenities which is requested by the guest at the time of reservation shall be kept in the room.

Q 31.) What are the shifts that operate in the hotel at the front office and what are thetimings that these
shifts operate at.

Ans.31 Shifts operate at:-

o Morning shift 07:30 hrs - 15:30hrs
o Afternoon shift 15:00 hrs - 23:00 hrs
o Night shift 22:00 hrs - 07:00 hrs

Q 32.) Details on the registration card.

Ans.32
o The front desk agent creates a guest registration record in order to
collect important guest information like full name, address, date of birth,
email,telephone number, company name, passport and visa details etc.
also include details of the reservations like room type ,room rate, billing
instructions, arrival and departure date etc.
o Registration card also include ‘Management policies’ to which the guest has
toaccept and sign on the space provided for the same. In some countries, it is
a legal requirement to have the guest signature on the registration card.
Q 33.) How are foreigner’s details taken care of in the hotel?

Ans.33 The details that are taken care of name of the guest , nationality ,address, passportcopy, VISA copy. All
those details are submitted to FRRO office through C- Form.

Q 34.) Which shift prepares the C- form and in how many copies of the C-form are made.What are the details on
the C- form. Where all do the copies of the C- form goto.

Ans.34 All the shift prepare the c- form. There are three portions/ copies of a C Form: Counter folio, Original
and Duplicate, and all the three copies should be signed by the authorized signatory (of buyer). Details are name,
address, state ,country , pin code , phone no , sex , Surname , passport details , arrival on , visa expiry, nationality
One copy
i.e. counterfoil of C form should be retained by the purchaser and remaining 2 copies/portions should be
given to the seller.

Q 35.) Which software is operating in your hotel?

Ans.35
o PMS by OPERA is used in our Hotel.
o VICAS is used for attaching guest id’s.
Q 36.) What is the procedure of check out in your hotel?

Ans.36 The hotel check out process.

o Desk Assosiate inquires about quality of products and services.

o Guest returns key to desk clerk.
o Desk Assosiate retrieves hard copy of electronic folio.
o Desk Assosiate reviews folio for completeness.
o Guest reviews charges and payments.
o Guest determines method of payment.

o Guest makes payment.

o Bell desk person will take guest luggage from room to his/ her car.

Q 38.) How were guest messages & parcels handled in your hotel for the guest who:-Have checked out;
Expected to arrive; Is staying in the hotel;

Ans.38 Mail handling is a very important activity of the front office department of the hotel. When guests are
away from their homes because of any reason may be business, official, personal or any they need a contact
address where they can receive their urgentmails, couriers, fax, parcels etc.

 Who Have checked out:-

o Sometime the hotel receives mail for the guests who have already departed fromthe
hotel after having stayed for some period. If a guest is expecting mail or parcels to
arrive at the hotel post his departure, the hotel to avoid any embarrassment as to what
to do with such mail and how to hand it over to the guest quickly, ask the departing
guests to leave their contact details or forwarding address and for how long they would
want their mail to be redirected to that address at the time of leaving. In other
situations when there isno forwarding address mentioned the contact details on the
Registration card are used to forward guest mails.

 Who Expected to Arrive:-

o Before receiving mails of these guests it must be verified thoroughly that theyhave a
guaranteed reservation with the hotel. General mail for guests yet to arrive is
marked with the date of arrival and kept in the back office in the alphabetically
marked pigeon holes of “hold mail” rack.
o An indication is made in the reservation record in the Computer system it is updated
in the computer. The information is then marked on advance reservation
slip/movement list. On the night before the arrival date, the expected arrival guest
mail along with the reservation record is sent to the frontdesk and is kept with the
receptionist in special slot on the day of arrival of the guest and when the guest
arrives, the receptionist hands over the mail to the guest at the time of registration.

 Who is Staying in the Hotel:-

o The guest mail is first arranged in ALPHABETICAL ORDER and then checkedagainst the
INFORMATION RACK to identify the present guests.

o Wherever applicable the room no. is entered with the help of pencil on theletters
and the guest mails are delivered in the guest rooms by the bell boy.
If a guest is not in his room, in that case the mail is placed in the appropriate room no pigeon
hole in the mail and message rack and is handed over to him when he comes to the bell
desk/information counter to deposit or collect hiskeys.

Q 39.) Mr. Sharma is staying in your hotel and moves to the coffee shop and requests youto divert a guest who is
coming to meet him to the coffee shop what suitable commands would you give on the computer software.

Ans. 39 Generally in these types of situation we generally mark an alert in front of guestroom no.in PMS. Next
time whenever any visitor come to meet the guest we simply search guest through his/her room no. and that
marked alert will pop up in the screen andwe simply tell the guest location to the visitor and escort the visitor to
the guest .

Q 40.) Registers maintained at the reception counter.

Ans.40 The arrival and departure register is maintained in the reception counter of thefront desk and it contain
the details of the guest which contain name of guest, address of the guest, nationality, purpose of coming, and
where from where he is coming and wherehe will go.
 Q 41.) In your own words explain the handover procedure of the cashiers.

Ans.41 Handover involves procedures such as the cashier checking the float, and the nightauditor verbally passing
on any relevant information about occurrences during the night, and/or special items required for the upcoming
shift. The morning staff will generally takeover from the night auditor or night shift attendant.

Q 42.) How was cash handled in your hotel?

Ans.42 Any cash tendered must be secured in the cash drawer immediately. Taking cash seriously is the first step
to managing it well in a hotel setting. Management needs to reviewprocedures for handling, counting, and tracking
cash, and make sure that all staff who are involved with it are trained in these procedures. Cash is the most
difficult type of currency to track, and focusing on tracking cash will help management remove any leaks where
mistakes by employees can cut into profits

Q 43.) How was V.P.O. prepared in your hotel?

Ans.43 It is a form which is created on the front desk to make a legal record of advance money given to the guest.
It is also called as a Cash Advance or VPO. It is cash paid out by the hotel on behalf of the guest. If petty payments
like taxi fare, cinema tickets, postageetc. are made by the front desk, a Visitor’s Paid Out Voucher is issued on
guest’s name and his signature is collected and the amount is debited in guest’s folio.

Q 44.) What is a folio and where is it generated and by whom.

Ans.44 The folio is the guest account or Posting charges and payments. Cashier can post charges and payments
from guests, companies and non-staying guests to the folio system. Till the guest departs from the hotel the
cashier is in charge for the guest folio, and the cashier’s Associate will print those folios.

Q 45.) How are the accounts handled of the following:- Skipper Guest; Group; A marriageparty held in the hotel; A
conference held in the hotel; A fashion show held by a fashion designer in the hotel; A guest whose bill is to be settled
by his company?

Ans.45
 Skipper Guest :-
o Lobby manager and the reception are notified immediately on guest's
arrivalabout the scanty baggage.
o Arrival errand card is stamped with scanty baggage.
o Guest registration card's all copies are stamped with 'scanty baggage'.
o We ask guest for the entire room charges in advance.
o We ask for a deposit that covers at least one night charge
o We Generally lower the house credit limit for bills in which the guest has
toclear the bills periodically as he touches the limit.

 A marriage held at the hotel/Conference held :-

 o On such Cases Duty Manager may contact sales team and ask them about
thebill settlement of the marriage occurring in the hotel.
o If the part payment is already received from the guest the whole
settlementwill be done after the full settlement of the bill.
o After the settlement of bill is done , the invoice is send to the
FinanceDepartment.

 A guest whose bill is to be settled by his company:-

o A folio must be presented to the guest for signature on all ‘Bill to Company’
or ‘Bill to AR’ settlements.
o For all Bill to AR settlements a valid AR number should be present on the
company / TA profile.

o An approval letter for the company Credit settlement / Voucher should

beattached with signed invoice copy by the guest.
o A credit card cannot be accepted as authorization for Company Credit
facilityby the hotel.
o All AR billing requests must be directed by sales and approved by Accounting
or Credit Manager.

Q 46.) How is cash deposited in the bank in the hotel?

Ans.46 Cash Collected of the particular day is collected after the auditing process and inthe morning the entire
cash except petty cash is handed over to the finance department . Daily bank deposit is done with the help of
the machine which provides details of the daily collections by day and recycles the on hand cash, in most cases,
hotel do not makedaily bank deposit .

Q 47.) How are the revenue generating departments posting, the guest charges to the guestaccount or the guest folio
for the final billing.

A
o nsPosting charges and payments in a hotel with a PMS greatly increases the
.accuracy of the posting.
o 4Each of the PMS posting module options, as listed in , allows the front desk
7clerk to post the various charges and payments that a guest incurs during his
orher stay.
o With relative ease, the guest’s electronic folio can be updated at the time of
purchase of various goods and services.

Q 48.) What do you understand by night auditing, steps involved in night auditing?

A 8
n
s
.
4
 dit process is to do the same by collating revenue against various revenue
heads. To be precise, hotel night audit evaluates and closes daily cash flow
o N
into and out of the hotel's account. Also referred to as the end-of-day
i
process, it ensures the rollover from one business day to the next day.
g
h o Ensures rollover from one business day to the next day.
t o Reconciles all front office cash counters/accounts
o Verifies posted entries to guest/non-guest accounts
a
u

Q 50.) Layout of the front office counter and shapes of the counter.
Ans.50 LAYOUT

Q 51.) Types of Flower arrangements kept at the reception counter.

Ans.51 Bold arrangements are made keeping in view the large counters they have to be put on and they should
command a dominant position where they can be viewed by a largenumber of people. Normally it should be front
facing.
o Elliptical flower arrangement.
o Vertical flower arrangement.
o Triangular flowers.
o The crescent flower arrangement.

Q 52.) Registers maintained at the cashiers desk.

Daily
A Luggage Movement Register.
o Bell
n Desk Log Book
o Lobby
s Control Register
.
o Inventory
5
register
o Wake
2 up call Register
o Room Shifting Register
o Guest Location Register
Q 53.) How key control was done in your hotel.

Ans.53 Our hotel uses computer-controlled key. A credit card type card is assigned a special code
when activated by the front desk. This key is preprogrammed with guest arrival and departure
information and will work for the duration of guest stay and for aparticular period.

Q54.) Reports generated by the night shift ?

Ans.54 The night audit report is generated by the night shift .The Night Audit Report is a Financial Revenue
Report that provides the ledger movement of all transactions that occurred during the selected date. A
statistics summary is also available and covers current date, month to date and financial (fiscal) year to
date figures.

Q 56. What is a business center & where is it located?

Ans.56 A business center in a hotel is the place where hotel guests can use office/business equipment,
services and facilities for free or rent. Business Centre have facilities such as computers and a fax
machine, that allows guests to work while they are staying at the hotel. The hotel's business center offers
a wide range of services for the corporate traveler.
Business Centre in our Hotel is located in the lobby area , just at the front of the reception Counter .

Q 57. How many board rooms do you have in your business center and what all facilitiesdo they offer.
Ans.57 The Business Centre at Taj Palace, New Delhi provides seamless meeting and conference
services to ensure highest levels of creativity, convenience and efficiency forevery business
requirement.

Q 58. Are the facilities in the board room chargeable and how are they recorded in theguest folio.
Ans.58 Board Room Facilities are on complementary Basis for in house guest and for chargeable
basis for non-resident guest. For Non-resident guest the charges are postedagainst the guest folio on
city ledger account.

Q59. What is a discrepancy report and who prepares it?

Ans.59 Rooms Discrepancy Report:- A report that notes any variances between front desk and
housekeeping room status updates. It often alerts management to investigate thepossibility of sleepers.
It is prepared by both housekeeping and front office.
In Front Office room Discrepancy report is prepared by Room Controller.

Q 60. Which reports are interchanged between the Front Office and the Housekeeping?
Ans.60 Reports Interchanged by Front Office and Housekeeping are :-

o Discrepancy report
o VIP in house
o Group in house.
 F & B SERVICE
What to observe:-

1. Organisation chart
2. Mise-en-place
3. Mise-en scene
4. Different types of service
5. Use of micros at POS
6. Knowledge about menu, course wise
7. Sales % of each items in the menu & Sales promotion strategies
8. Buffet, Cover and Tray layout (breakfast , lunch, dinner)
9. Various crockery & cutlery used in department
10. Inventory system

Questions:-

1. Name the restaurants in your hotel and what does the name signifies and its
relevance, pax and timing of the restaurant.
 Ans. Machan - the city’s preferred 24-hour International eatery has about 108 covers and itsname
means a platform made on a tree adding meaning to the safari themed restaurant.
 House of Ming - Delhi’s first Cantonese and Schezuan specialty restaurant in a five-star and has a
capacity of 26 covers and is named after the Ming dynasty of china adding value to the theme of the
restaurant. Lunch timings are 12;30 pm – 2;45 pm and dinner – 7;30 to 11;45 pm.
 Varq meaning silver or gold leaf. dishes at Varq are presented with silver leaf on them adding value to
the name of the restaurant. This Modern Indian gourmet dining destination has about 76 covers ,
Lunch timings – 12;30 pm to 2;45pm and dinner – 7;30 pm to 11;45 pm.
 Emperor Lounge – an elegant place for meetings over tea or coffee. Timings are 9am – 10 pm.
 Rick’s – urban bar lounge named after a character called Rick Blaine from the movie called
Casablanca, offering a fine selection of malts, wines & martinis with maximum capacity of 120 guest.
Timings are 4pm – 12;45 am.

2. Name any fast moving dishes of your restaurants with the costing of each for a
portion of 2pax.

Machan Costing Varq costing

Periyer club 2300+taxes Palak patta chaat 1650+taxes
sandwich
The Ranthambore 1400+taxes Gulnar paneer 1650+taxes
Margherita Pizza 2300+taxes Chenna paneer 1750+taxes
Tuscany pizza 2300+taxes Tamatar jaitoon ke 1750+taxes
kofte
Dal Machan 2200+taxes Varqui crab 2600+taxes
Gosht Biryani 3100+taxes Dilli 6 chicken curry 2600+taxes
Bullseye 1400+taxes Saffeda lamb biryani 2700+taxes

3. Name :
a) Red Wine – Danzante, Jacobs creek shiraz cabernet, Fratelli, Grovers, Little jamesbasket
press.
b) Whisky- Black label, blue label, gold label, chivas regal.
c) Beer – Budweiser, Kingfisher ultra, kingfisher premier, Bira and Corona
d) Vodka – Ciroc, Grey goose, Absolut Vodka, Ketel one Vodka

4. Name napkin folds used in your hotel

Ans. Bookfold in IRD, Machan 3.0 and scroll fold.

5. Name 10 each ; sunshine, Spring

1. Cocktails- sea fever, Mint mojito,
breeze, Singapore coriander mojito,
sling, mojito, Diet apple
Cosmopolitan, Tom 3. Coffee- Kona,
Collins, Mai tai filter, cappuccino,
,Manhattan, Sidecar, expresso, expresso
Tequila sunrise, double shorts,
Margarita latte, Americano,
2. Mock tails- Electric iced Americano,
sugarcane, Guava cold
mary, Caribbean
 coffee
4. Teas- Varqui tea,
Rose tea, jasmine
tea.

6. Give the sizes of the following:

a) Table ( height &width) –
31x40 inches
b) Chair( height &width)- 34x20
inches
c) Napkin- 20x22 inches
d) Table Cloth- 70x 90 inches

7. Give the diameter of

thefollowing:
FullPlate – 12 inches
SidePlate- 6 iches
HalfPlate- 8 inches
Saucer – 5 inches Under
liner – 5 inchesSalver-
14 inches Coffee Cup- 2
inches

8. What are the different

measuring tools in the bar?
Ans. Peg

9. What is the height of the chair of

the bar
Ans. 30 inches above from thefloor.

10. height of barcounter

Ans. 42 inches above the floor.
11. Type of flooring in the banquet and its care and maintenance.
Ans. Banquets have carpet floorings. Daily vacuum cleaning is done.
12. Chafing dishes are of which metal and how is their cleaning done.Ans.
Stainless steel is used for chafing dishes.

13. How is cigarette served in the restaurants?

Ans. Cigarette are not served in the restaurants.

14. How is champagne served and at what temperate is it stored and served.
Ans. Champagne is served with a ice bucket and serviette. The temperature for servingthe
champagne should be 10 degree Celsius if the champagne flute is at room temperature. The
champagne should be stored in cool dry place, the temperature for storing the temperature
should be 50 degree Fahrenheit.

15. What is Bin Card?

Ans. Bin card holds the record of goods held in stock.

16. What are the things you would observe while cleaning of crockery and cutlery.
Ans. Things to keep in mind while cleaning crockery and cutlery is to not leave marks andthat
cutlery and crockery are not chipped.

17. Mechanical equipments used in the F& B Service.Ans.

Coffee machine and hot water dispenser.

18. Give 10 pastas served in your restaurants.

Ans. Spaghetti, Lumaconi, Trofie, Lamb Agnolotti, Rigatoni and Ravioli.

19. What do you understand by savouries give at least 10 examples.

Ans. Savouries are served to clear the palate and are usually served on toast , fried breador some
kind of biscuit or cracker.

20. How do you take booking in a restaurant form a guest?

Ans. The first step is to greet the guest along with name of the restaurant, letting the guest know
your name, ask the guest their name, number of pax , date and time of their arrival and their
contact number. It is also important to mention the restaurant timings. Re confirmthe details and
wait for the guest to end the call after wishing him a pleasant day.

21. How do you do the bill presentation in the restaurant.

Ans. The bill is presented to the guest in a bill folio.

22. What do you understand by centralized and decentralized service?

Ans. In centralized service the orders are processed from only one kitchen where as in a
decentralized service the orders are processed from not one main kitchen.

23. Who is a butler and what his job is.

Ans. A butler is a personalized server who takes care of guest requests depending on the
establishment and guest.

24. What is Gueridon service did you have it in your hotel if yes then name at least 5 dishesthat
you have seen while preparation was done to be served to the guest.
Ans. Gueridon service is a type of service where cooking or finishing of food is done by the
server. My hotel did not have Gueridon service.
25. What is the procedure of room service functioning.
Ans. There is an order taker with a POS system that takes the order, a server who sets the trolley,
hot box and lays the table according to the order. A service elevatoroperator isnecessary for
working out of operations smoothly.

26. How are the trays prepared for the room service orders.
Ans. Tables are prepared with spreads, AP fork and knife, cruet set , napkin and meatplate.

27. How are the bills posted to the guest folio?

Ans. All the Cheques ae piled for guest folios and are collected given to the front office so that the
same can be presented to the guest at the time of the check out.

28. How is the cash controlled for the non resident guests?
Ans. An excel sheet is maintained for guests who visit the restaurants where their names and walk
in mentioned. After the guests are done, their cheque number is updated there.Before the closing
stock is given to the financial controller number of in house guests , reservations and walk in guests
are mentioned.
29. What are the legal formalities that have to be taken care of for the issuance of thehard
drinks in the hotels?
Ans. Liquor license

30. What is do you understand by lounge service

Ans. Lounge service refers to the service of variety of guests which may or may not have main
purpose for dining at the lounge.

31. What all is served in the lounges.

Ans. Different varieties of teas and coffee along with finger food are served at the lounges.

32. What do you understand by high tea and what is served in high tea.
Ans. High tea is term used for meal eaten in later afternoon with tea, cookies, small
appetizers, finger sandwiches and madeleine cakes.

33. What all is included in American Breakfast.

Ans. Bacon, sausage links, sunny side up or scrambled eggs and cereals.

34. What all is served in the continental breakfast

Ans. Poultry, meats, cheese, baked goods, hot beverages like coffee, fruits and spreadslike
preserves and marmalades.

35. If you are in the room service and are asked to prepare the tray for the following what allwill
you keep and were on the tray.
American Breakfast – cruet set, quarter plate, side plate, AP fork and knife, dish
cover, condiment set, hot box, napkin, Juice glass with cover, butterknife , sauce
serving jug.
Continental Breakfast – cruet set, side plate, AP fork and knife, bread basket, butter
and condiment set, hot box, butter knife, napkin, coffee mug andsaucer, tea spoon
and sugar caddy.
English Breakfast - meat plate, side plate, cruet set, bread basket,condiment set,
spreads, napkin, tea cup and saucer and tea spoon, sugar caddy and hot box

36. What is the role of F&B controller in the hotel?

Ans. The F&B controller is responsible for checking the Cheques and non complimentary
Cheques, entertainment slips.

37. Who is an aboyeur.

Ans. Aboyeur is someone from the service or the kitchen department who is responsiblefor the
food pick up.

38. What is the difference between carving,filleting and jointing.

Ans. Carving is technique of cutting a meat, filleting is a method of cutting meat by
removing bones and jointing means cutting meat into small pieces.

39. What is the strategy adopted in the bar to keep a check on the misuse of the drinks.
Ans. There is a beverage control sheet maintained at the restaurants and the bar which is marked
daily with the opening stock, daily consumption and the closing stock.

40. What are the strategies that you would adopt to increase the revenue generation inyour
restaurant?
Ans. Promotional strategies like special menu for special occasions with beveragesand
food paired, for not only food sale but also sale of the beverages
41. Which are the different types of services rendered in the food &beverage department?Ans.
Silver service and American service
Hierarchy of F&B Department is as follows
FOOD
PRODUCTION
What to observe:-

1. Layout of Kitchen
2. Organization Chart
3. Indenting Process
4. Mise-en –place
5. Food preparation
6. Recipe standardization
7. Innovation and research
8. Garnish & presentation
9. Wastage & carbon footprint reduction
10. Importance of hygiene in kitchen Questions:-

Q1.) Name the six mother sauces and their derivatives?

A
n
s 1. Bechamél Sauce
o Mornay Sauce
. o Parsley Sauce
1
o Crème Sauce
o Oignon Sauce

2. Velouté Sauce
o Allmande Sauce
o Aurore Sauce
o Supreme Sauce
o Cardinal Sauce
3. E ararde Sauce
s o Diable Sauce
p o Pepper Sauce
a
g
n 4. Tomato Sauce
o o Portugaise Sauce
l o Creole Sauce
e o Algerian Sauce
o Chaud Froid Sauce
S
a 5. Hollandaise Sauce
u
o Maltaise Sauce
c
o Mousseline Sauce
e
o Béarnaise Sauce
o D o Choron Sauce
e
m 6. Mayonnaise Sauce
i o Aioli
o Chantilly
G o Verte
l o Tartare Sauce
a o Thousand Island
z
e

S
a
u
c
e
o M
a
d
e
i
r
a

S
a
u
c
e
o B
i
g
Q2. ) Which are the major kitchens do you have in your hotel?

Ans .2

1. Garde Manger - Most of the orders like, sandwiches, salads, raitas etc are serviced
from pantry section. Operates 24 hrs.
2. House of Ming Kitchen: - Most of the continental soups and chinese items are
servedfrom this kitchen
3. Bakery & Confectionery- All bakery items likes’ cakes pastries chocolcates are
services from this area
4. Butchery - Most of the raw meat is in warded to this section. It is cleaned,
properlywrapped for further storage.
5 Main Kitchen - Bulk cooking for function happens at this section , Banquetfunctions and cafeteria
cooking. Operates 24 hrs.

6. Indian Halwai / desserts- Prepares Indian sweets

7. Tandoor - All tandoor items including rotis and starters are prepared here.
8. Varq Kitchen – most of the Indian cuisine items are served from this kitchen.
9. Machan Kitchen:- All day dining kitchen service the capital kitchen coffee shop
of the hotel. Operates 24 hrs.
10. In- Room Dining Kitchen – Kitchen serves only room Orders of food. Operates24
hrs.

Q3. ) How does the working start in the kitchen?

A
n
 sUnderstand each person's role in the kitchen First :-
o Dishwasher: Washes dishes and cleans up after people.
. o Pantry/Salad Bar: Makes cold food such as salads to hot foods such as
3
soups. Their job also includes the maintenance of the temperatures of
the foods, making sure fruits stay fresh and hot foods don't burn.
o Griller or Broiler: Cooks the burgers, steaks, and fish on the grill. They
also bring items into the broiler to cook.
o Sauté: Makes sauces and creates the plates to go out to the public.
 o "Apprentice": Helps out on the line, as needed.
o Expo: The person who calls off when to start making the orders and
must do so in order to get the timing right.
o Runners: People who take the food to the table and share some
aspectsof a busser.
o Look at your prep sheet. You'll need to know what stuff needs to be
made and completed for the shift. Complete all necessary prepping
before doing anything else.
o Rotate food, always "old in front, new in back". While you're doing
this, watch any expiration dates and important stuff. Throw away any
outdated or bad items.
o Set up your station. Be sure everything is ready and put out so that
youdon't have to be looking for items as you go.
o Call orders back so the others who are working, know what to do.
This will get everyone on the same track.
o Be sure to always do something. Wiping down counters and clearing
out dirty dishes will make your job so much easier.
o Remember to pass along any food tickets with the order. This will
keep the runners organized.
o Have a good attitude around everyone and smile. Say "please" and
"thank you" when appropriate.
o Clean your station, take out the trash, sweep, and mop the floors at
theend of each night.

Q4. ) What are the things you observe when issuing the indent from the stores.

.
4
o No extra amount is issued for particular items.
o No expired products is issued
o Signature or stamp is must on indent .

Q5. ) How would you do the cost control in the kitchen?

.
5
o Track Food Prices.
o Conduct Inventory Consistently.
o Join a Purchasing Group.
 o Do More Prep Work.
o Review Produce Specifications.
o Manage Waste.
o Portion Food Appropriately.
o Price Your Items Properly.

Q6.) What are the major equipments found in the kitchen?

A
n
s
o Griddle - Griddle has a flat surface; a flat metal cooking surface often used
to make hamburgers pancakes.
. o Knife
6
o Soup Strainer Machine
o Convection oven - an oven that uses a fan to circulate hot air over food.
o Conventional oven.
o Salamander.
o Open burner stove.
o Char-broil grill.
o Steamer.
o Deep fryer.

Q7.) Name ten dish a) Mutton dishes, b) Chicken dishes, c) Fish, d) Soups.

o Ans .7 Mutton :-
1. Gongura Mutton
2. Muslim Mutton Curry
3. Chettinad Mutton curry
4. Mutton Chukka Varuval
5. Mutton Rara
6. Malvani Mutton
7. Mutton roast
8. Kerala Style Mutton
9. Mutton Masala
10. Mutton Seekh Kebab

o Chicken :-
1. Amritsari Chicken Masala
2. Tawa Chicken
3. Chicken Korma
4. Teekha Murg
5. Murg Malaiwala
6. Butter Chicken
 7. Chicken lababdar
8. Chicken Chettinad
9. Spicy Kadhai Chicken
10. Khatte pyaaz ka murgh

o Fish:-
1. Masala Fried Pomfret
2. Fish Curry With Lotus stem
3. Khud style baked fish
4. Fish Fingers
5. Fish Cutlets
6. Steamed Fish
7. Meen Curry
8. Thai Steamed Fish
9. Chettinad Fish fry

o Soup:-
1. Thai Veg Curry Soup
2. Caldo Verde Soup
3. Butternut squash soup
4. Pho soup
5. French onion soup
6. Miso Soup
7. White bean soup
8. Chicken Strips soup
9. Mulligatawny Soup
10. Gazpacho Soup

Q9.) How do you do the portion control on the following in the coffee shop a) Butter, b)Coffee, c) French Fries

Ans. 9 To control portions in your own coffeehouse, measure every ingredient, at least until you can accurately
eyeball them. You can also purchase some pre-portioned items, like single serving cream cheese packets for
bagels. They may be more expensive but they can save you money in labor and food waste.

For portion control we can stand before the items when guest taking any item we can ask may I serve u this can
you easily portion of above items.
Q10.) How are French Fries prepared in your kitchen?
o To begin making your fries, clean the exterior of your potato by scrubbing
away any loose dirt.
o If you would like to add a little character to your fries, you can leave the
skin on; if not, proceed to peel your potatoes.
o One potato will yield about one serving of fries, so cut as many as you need
depending on the number of people that you plan to serve.
o Cut the potatoes into 1/4-inch to 1/2-inch-thick wedges, making sure your
cuts are as uniform as possible (to ensure even cooking).
o Place the cut potatoes in a large bowl and submerge them in cold water.
o The water helps to draw out excess starch and prevents the wedges from
browning.
o Allow the potatoes to soak for a minimum of 30 minutes to an hour.
o And they prepared every night and stored in deep freezer.
o Then put the potatoes in a fryer.

Q11.) Name any 10 fast moving dishes of your specialty kitchen.

s
.
1. Paneer Tikka
1
11. Fried Fish Tikka
2. French Fries
3. Grilled Sandwich
4. Pastas
5. Chicken Tikka
6. Cheese French Toast
7. sun-side up egg
8. Dhosa
9. Pizzas

Q12.) What is the difference between lamb, veal and mutton & game?

Ans.12
 o Lamb
Lamb is a sheep that is typically less than 1 year old. There is little fat on lamb,
and the meat can vary in color from a tender pink to a pale red. Lamb less than 3months of age is called spring lamb.
Spring lamb is extremely tender but has a

milder flavour than lamb. Most sheep meat sold in the United States comes from lambs simply
because mutton doesn't have much of a following in the U.S.

o Mutton
Mutton is meat from a sheep that is older than 1 year, ideally 3 years old. It is an
intense red colour and contains a considerable amount of fat. Its flavour is very strong, and you might
have to acquire the taste before being able to enjoy a mealof mutton if you're an American.

o Game
Game is any animal hunted for food or not normally domesticated. Small birds,
ground game (such as squirrels and rabbits), and big game (such as deer andmoose) are usually
hunted. Today, most countries have game laws.

o Veal
Veal is the meat of calves, in contrast to the beef from older cattle. Veal can be
produced from a calf of either sex or any breed; however, most veal comes from young males of dairy
breeds which are not used for breeding. Generally, veal is more expensive than beef from older
cattle.

Q13.) Name 10 cookies prepared in your bakery.

A
n
1. Shortbread Cookies
s
.2. Peanut Butter Cookies
13. Whoopi Pies
34. Sugar Cookies
5. Molasses Cookies
6. Kiss Cookies
7. Biscotti
8. Butter Cookies
9. Snowball Cookies.
10.. Chocolate Chip Cookie

Q14.) Name 10 icings used in your kitchens.

 1. Ans.14 Butter Cream.
2. Whipped Cream.
3. Royal Icing.
4. Cream Cheese Frosting.
5. Meringue.
6. Fondant.
7. Fudge
8. Glazes
9. Flat
10.Foam

Q16.) At what temperatures are the following stored in the deep freezers? a) Mutton, b)Chicken, c) Fish ?

A
n
s
o Mutton = Temperature -18 degree celsius
.o Chicken = Temperature is 165 Fahrenheit-180 Fahrenheit
1o Fish = Temperature is below -20 degree celsius
6

Q17.) What are the basic Gravies prepared in the kitchens.

A
n
oWhite Gravy
s
.oMakhni Gravy
1oSalan Gravy
7oOnion Tomato Masala
o Malai Kofta Gravy
o Hariyali Gravy

Q19.) Name 10 cheese with the place of origin.

Ans.19
1. MOZZARELLA - Italy.
2. CHEDDAR - England
3. EMMENTAL - Switzerland
4. GOUDA - Netherlands.
5. PARMIGIANO – REGGIANO
6. FETA - the European Union
7. BRIE- the French region Brie
8. PARMESAN - Parma, Italy.
9. MASCARPONE – Italy
10.10 GRUYERE - Switzerland

Q20.) How is the dough of various Indian and continental breads are prepared?

Ans.20 In northern India, a dough of the main ingredient is prepared and flattened by rolling. Most Indian
breads, such as roti, kulcha and chapati, are baked on tava, a griddlemade from cast iron, steel or aluminum
................................................................................... The dough for these breads is usually made
with less water in order to reduce the oil soaked up when frying.

Q21.) Name any 10 fish names ?.

A
n
1.Ahi
s
.2.Albacore
23.Anchovy
14.Monkfish
5. Bonito
6. Bacalao
7. Bass
8. Big Eye
9. Black Cod
10. Blue Fin Tuna

Q22.) Name 10 international soups served in your hotel.

Ans.22

1. Thai Veg Curry Soup

2. Caldo Verde Soup
3. Butternut squash soup
4. Pho soup
5. French onion soup
6. Miso Soup
7. White bean soup
8. Chicken Strips soup
9. Mulligatawny Soup
10. Gazpacho Soup

Q23.) Name the basic stocks used in your hotel and for which dishes are these stocks used.

o Ans.23 1.White stock (Fond Blanc)

o Brown stock (Fond Brun)
o 3.Vegetable or neutral stock (Fond Maigre)
 o 4.Fish Stock (Fume de Poisson)

Q24.) Name 10 salad dressings commonly used in your hotel.

A
n
1. French Dressing
s
.2. Honey & Mustard Dressing
23. Seasoned & Soy Dressing
44. Sherry & Sultana Dressing
5. Parsley Dressing Dressing
6. Caper & Anchovy Dressing
7. Ginger & Wasabi Dressing
8. Sweet chilly Dressing
9. Tahini Dressing 10.Mint
Youghurt Dressing

Q25.) Name 10 salads served in your restaurants.

Ans.25

1. Tuscan Panzanella
2. Tabbouleh
3. Solterito
4. Sheildzini
5. Nicoise salad
6. Horiatiki
7. Gado-Gado
8. Fiambre
9. Herring Salad
10. Caesar Salad

Q26.) Give the breakfast menu served your coffee shop each morning.

Ans. 26

o Sandwiches.
o Soup.
o Croissants
o Fresh juices
o Eggs
o Pancakes
o Paratha
o Puri bhaji
o Sausages
o Salads.
o Breakfast Items.
 o Pastries and Desserts.

Q27.) What are the snacks that were served in your hotel bar with the hard drinks andwhich kitchen prepared
it?

A
n
o Chicken Quesadillas - A homemade Mexican spice rub adds a gentle heat to
s
. the chicken and peppers in this uncomplicated dish.
2o Mozzarella Sticks.
7o Beer-Battered Onion Rings.
o Hot Fries.
o Crazy Bread.
o David Kinch's Tater Tots.
o Mitzi's Chicken Fingers.
o Barbecue Potato Chips

Q28.) Name 10 sandwiches prepared in your pantry and give the preparation of any 5.

A
n
1. Chicken sandwich
s
. 2. Fish Sandwich
2 3. Egg Sandwich
8 4. Grilled Cheese Sandwich
5. Ham Sandwich
6. Meat Ball Sandwich
7. Nutella Sandwich
8. Olive

9. Prawns Sandwich
10. 10.Salmon Sandwich

o Chicken sandwich :-
 Shred small pieces of boiled chicken in a bowl.
 Add mayonnaise and pepper to it.
 Mix it thoroughly.
 Take a slice of bread and spread the mixture on it.
 Now chop capsicum and lettuce into small pieces.

 Put another slice on top of it and cut them into two.

 Serve with tomato ketchup or coriander chutney.

o Fish sandwich :-
  Take a non-stick pan. Heat some olive oil in it. Once it is hot, add the
onions, green chillies, garlic and ginger. Add a pinch of salt and sauté
them for a few minutes. Then add the chopped fish and stir-fry for
5minutes. Take the fish mixture off the stove and let it cool down.
 When the fish mixture has cooled off completely, add crushed pepper
and mayonnaise to it. Give it a mix.
 Take 2 slices of bread and spread some butter on them. Add 1-2
teaspoon of fish mixture on one of the slices and cover with the
other slice. Take a pan and glaze it with some butter. Toast the
sandwich on both sides and serve.

o Egg sandwich :-
 To make egg sandwich, place the eggs on a chopping board and
chopthem using a sharp knife.
 Transfer the chopped eggs in a deep bowl, add the mayonnaise,
black pepper powder, mustard paste and salt and mix well using a
spatula.
 Divide the mixture into 3 equal portions and keep aside.
 Place two bread slices on a clean dry surface, apply ½ tsp of butter
on each slice.
 Place a portion of the egg mixture on one slice of bread, and cover
it with another slice of bread, with the buttered side facing
downwards,press it gently.
 Cut it diagonally, using a sharp knife.
 Repeat steps 4 to 6 to make 2 more sandwiches.
 Serve the egg sandwich immediately.

o Grilled Cheese Sandwich:-

 Preheat skillet over medium heat. Generously butter one side of a
sliceof bread. Place bread butter-side-down onto skillet bottom and
add 1 slice of cheese. Butter a second slice of bread on one side and
place butter-side-up on top of sandwich. Grill until lightly browned
and flip over; continue grilling until cheese is melted. Repeat with
remaining 2 slices of bread, butter and slice of cheese.

Q29.) How was bouquet garni prepared and utilized in your kitchen.

Ans.29 Bouquet garni, which is French for garnished bouquet is a classic herb mixture used for preparing stocks,
soups, casseroles, meats, and vegetables. Using a bouquet garni instead of simply adding the herbs to your dish
helps with flavour, texture, convenience, and presentation. It consist of thyme, rosemery, parsley, chervil,
peppercorn, basil, tarragon.

Q30.) Name any 10 egg preparations.

A
1. nSoft Boiled Egg
s
2. .Hard Boiled Egg
3. 3Scrambled
4. 0Egg Fried
5. Egg Omelettes
6. Poached Eggs
7. Shirred Eggs
8. Half done
9. Egg Benedict
10.Sunny Side up.

Q31.) Cuts of the following: a) Mutton, b) Lamb, c) Fish, d) Chicken, e) Pork

o Ans.31 Mutton
 Square cut shoulder – shoulder roast, shoulder chops and arm chops.
 Rack – rib chops and rib lets, rib roast.
 Loin – loin chops or roast.
 Leg – sirloin chops, leg roast (leg of lamb)
 Neck.
 Breast.
 Shanks (fore or hind)
 Flank.

o Lamb
 SHOULDER.
 CHOP/RACK.
 LOIN CHOP.
 RUMP.
 LEG.
 SHANK.
 NECK
o Fish
 Fillet
 Suprême
 Goujons and goujonettes
 Tronçon
 Darne
 Délice
  Paupiette
 Poaching

o Chicken
 Chicken breast.
 Chicken leg
 Chicken drumsticks.
 Chicken thighs.
 Chicken wings.
 Whole chicken.

o Pork
 Head Blade shoulder
 Shoulder arm picnic
 Loin
 Fatback
 Spare ribs
 Belly or side
 Legs or ham
 Ham hock
 Trotters
 Chitterlings
 Tail

Q32.) What do you understand by sausages?

Ans.32 An item of food in the form of a cylindrical length of minced pork or other
meatencased in a skin, typically sold raw to be grilled or fried before eating.
Q33.) Name 10 mechanical equipments used in the kitchen.

A
n
o s
Oven
o .gas range
o 3reach in fridge
o 3Walk-in coolers
o Dough sheeter
o Planetary mixer
o mixer grinder
o Blender
o pressure cooker
Q34.) How is tandoor prepared in the kitchen before start?

Ans.34 The heat for a tandoor was traditionally generated by a charcoal or wood fire, burning within the
tandoor itself, thus exposing the food to live fire, radiant heat cooking,and hot air, convection cooking, and
smoking in the fat and food juices that drip on to the charcoal. Temperatures in a tandoor can approach 480 °C
(900 °F), and it is common for tandoor ovens to remain lit for long periods to maintain the high cooking
temperature.

Q35.) Name any 10 tandoor preparations.

A
n
o s
Paneer tikka
o .Chicken tikka
o 3Mushroom tikka
o 5Garlic naan
o Tandoori roti
o Aalu stuffed kulcha
o Fish tikka
o Chicken afgani tikka
o Paneer haryali tikka
o Hara bhara kabab

Q36.) Who has the responsibility of the kitchen cleaning?

Ans .36 The kitchen steward department is responsible for the cleaning and maintaininghygiene in the kitchen.

Q38.) Give the hierarchy of the kitchen with the names of the heads.

Ans.38
o Executive Chef :- Chef Arun Sundaraj
o Executive Sous Chef :- Chef Mohit Tak
o Master Patissier :-
o Jr. sous chef
o Commis 1
o Commis 2
o Commis 3
o Apprentice
o Trainee

Q39.) Give the vegetable cuts.

Ans.39
1. Brunoise
2. Chiffonade
3. Julienne
4. Macedoine
5. Slicing
 6. Mincing
7. Paysanne
8. Jardeniere
9. Batons
10.Wedgs

Q40.) What is FIFO?

Ans.40 "FIFO" stands for first-in, first-out, meaning that the oldest inventory items are recorded as sold first but
do not necessarily mean that the exact oldest physical object has been tracked and sold. In other words, the cost
associated with the inventory that was purchased first is the cost expensed first.

Q41.) How do you prepare the mixture of dosa?

Ans.41 Dhosa is a popular South Indian thin crepe that is made of fermented rice and lentilbatter. History of dhosa
says that they were made using only rice but with the passage of time, people started to add urad dal / black
lentils to give texture and taste.

Q42.) Name any 10 khada masalas used in the kitchen.

A
n
1. Cardamom
s
2. Clove
.
3. Black
4 pepper
4. Bay leaves
2
5. Black cardamom
6. Shahi zeera
7. Nut meg
8. Coriander
9. Mustard
seeds10.Cumin

Q43.) Name 10 herbs used in the kitchen.

Ans.43

1. Parsley
2. Basil
3. Thyme
4. Rosemary
5. Mint
6. Cilantro
7. Chives
8. Oregano
9. Green coriander
10.Patthar ke Phool .
Q44.) What is the role of the stewarding department in the kitchen and the hierarchy ofthis department?

A
o nsCleaning and setting tables and placing seasonal decorations, candles, and
.tablecloths.
o 4Assisting in cleaning and opening or closing tasks.
o 4Scraping food from dirty dishes, pots, pans, plates, flatware, and
glasses,washing dirty dishes, and putting them away.
o Assisting with sweeping, mopping, and polishing the restaurant, bar,
kitchen,and equipment.
o Assisting with unloading and storing stock.
Hierarchy:-

 Executive kitchen steward

 Assist. Kitchen steward
 Kitchen steward
 Pod wash dish wash utility wash

Q45.) What is a wok and how do you prepare a wok for the preparation of the dishes.

Ans.45 The wok is one of the most widely used cooking utensils and the most important one in Chinese cooking.
It can be found in the kitchen of almost every Chinese family. Woks are a multi-functional piece of cookware.
They are used for almost any type of cooking including deep-frying, stir-frying, roasting, steaming, stewing,
braising, and evenboiling.

Q46.) Name five utensils used in the Chinese preparation.

A
n
s
oClever -chines knife
.oWok - chines kadahi
4oSteaming basket
6oLadle
o Chinese scoop strainer
Q47.) Explain the process of taking and giving orders to the various restaurants by thekitchens.

Ans.47 Every restaurant has its own precise order taking process that you have to learn. will likely be using a
tablet to electronically transmit orders directly to the kitchen staff. Obviously, with so many variables involved
you have to know the system Make sure that you do what is necessary to get their order turned in correctly.

Q48.) How and what are the preparations done by the following in case of a big banquetparty. a) Banquet
Kitchen, b) Stores, c) Stewarding, d) Housekeeping, e) Food & Beverage department?

Ans.48
 a) Banquet Kitchen:-
1. Mise needs to be done.
2. All orders needs to be prepared in advance
3. Extras needs to be prepared .
4. Adequate chefs needs to be there for any help if needed.

b) Stores :-
1. All indent needs to be in place .
2. All ingredients required has to be ordered.
3. Requisition need to be crossed check for any mis-place.

c) Stewarding :-
1. All equipments and crockery needs to be cleaned in advance .
2. Adequate staff needs to be there for any rush.

d) F&B :-
1. Proper staffings needs to be there for service.
2. All trays and fuels needs to be there for service.

e) Housekeeping :-
1. Cleaning of public area needs to be done in advance.
2. Basic cleaning equipments needs to be there in case of any spoilage.

Q49.) How and what is the cooperation and coordination that the Kitchens maintain withthe other departments
of the hotel.

Ans.49 Individual department in any hotel can work in insulations. A willingness to cooperate and coordinate with
the assistance of efficient methods of communication is essential if the establishment is to run smoothly. The
house keeping department is just one of the department in a hotel working towards the satisfaction of the guests
and each department is dependent on others for information and/or services if its work is to be accomplished
efficiently frictions between departments must be kept to a minimum and these should be close inter
department liaison

Q50.) How would you control spoilage & the contamination of food in the kitchens?

A
n
o sClean – keep yourself and work areas clean.
o .Separate – keep raw meat and other raw animal products away from
5otherfoods.
o 0Cook – always properly cook and prepare foods.
o Chill – store foods appropriately both before and after cooking.
Q51.) How would you do the portion control in the kitchen?

Ans.51 Some of the most common

tools include portion scales, food

dishes, and spotless. But even

everyday kitchen supplies, like

measuring cups and ladles, are great

tools for controlling portions. Even

single-serving packets of condiments

(like ketchup or soy sauce)are an

example of restaurant portion

control.

THANK YOU
KABIR MALHOTRA
03711002219