INDUSTRIAL EXPOSURE TRAINING REPORT

SUMMER BATCH 2023

ON
VIVANTA NAVI MUMBAI, TURBHE

BY
ANANYA SINGH
NCHM ROLL NO. 2241116035
S.Y. BSC. IN HOSPITALITY AND HOTEL
ADMINISTRATION

SUBMITTED TO
Institute of Hotel Management, Catering Technology and
Applied Nutrition

IN THE ACADEMIC YEAR

2022-2023
 Acknowledgement

I would like to express my sincere gratitude towards my Institution, IHM Mumbai, for
presenting me with this opportunity of being a part of the Industrial Training Program.

I am grateful to Mudita Ma’am and Madhura Ma’am, the training and placement coordinators
of the Summer Batch 2023 of industrial trainees, for all their guidance and support through
this period.

I would like to thank Mr Akash Gupta, training manager, and Ms Khushnuma Vadiwalla, HR
Manager at Vivanta Navi Mumbai, Turbhe for their commitment and dedication towards the
training programme and for constantly pushing us to strive for excellence and to work
towards our goals. I would also like to thank mam for ensuring our learning process was
unhindered and smooth & for allowing me to undergo my industrial training successfully at
an esteemed property.

I had the pleasure of working with many wonderful and experienced people during my
training period and I would like to extend my gratitude to them for imparting their knowledge
and skills to me. It has been a pleasure to have worked under such a wonderful, supportive
personalities.

I would also like to thank my fellow interns who made this experience memorable and
always made me strive for excellence.
 INDEX

SR.
NO. CONTENT PAGE NO.

1 IHCL AND TAJ Group Of Hotels 4-8

2 VIVANTA Navi Mumbai, Turbhe 9

3 Training Schedule 10

4 Food and Beverage Service (Core Department 1) 11 - 16

5 Kitchen (Core Department 2) 17 - 21

6 Housekeeping (Core Department 3) 22 - 26

7 Front Office (Core Department 4) 27 - 30

8 Conclusion 31
INDIAN HOTELS COMPANY LTD.

The Indian Hotels Company Limited (IHCL) is an Indian hospitality company that
manages a portfolio of hotels, resorts, jungle safaris, palaces, spas and in-flight catering
services. The company is part of India's Tata Group. IHCL was founded in 1899 by Jamsetji
Tata and is headquartered in Mumbai where its flagship hotel Taj Mahal Palace Hotel is also
located. Brands include Taj, Vivanta, and Ginger.
The company was founded by Tata Group founder and industrialist Jamshedji Tata. He
incorporated Indian Hotels Company Limited in 1899 and registered in 1902. The first hotel
of the company was opened — The Taj Mahal Palace Hotel in Colaba neighbourhood
of Mumbai was opened in 1903. It was the first five star hotel in India with modern elevators
and Russian carpets.
In 1980 the Taj Group opened their first international hotels: the Taj Sheba
Hotel in Sana'a, Yemen and the Taj Pamodzi in Lusaka, Zambia. IHCL entered the Sri
Lankan market with Taj Exotica Bentota and Taj Samudra in Colombo. In joint venture
with G. V. Krishna Reddy, Taj Hotels form Taj GVK which started mega scale businesses
in Hyderabad with Taj Banjara, Taj Krishna and Taj Deccan. IHCL entered Middle
Eastern market with opening a hotel in Dubai — the Taj Palace Hotel Dubai. Next year the
company opened three more hotels — the Regent Hotel in Mumbai, Rawal-Kot
in Jaisalmer and Usha Kiran Palace in Gwalior.
In 1974, the group opened India's first international five-star deluxe beach resort, the Fort
Aguada Beach Resort in Goa. In 1970s, the Taj Group also began its business in metropolitan
hotels, opening the five-star deluxe hotel, Taj Coromandel in Chennai, in 1974, acquiring an
equity interest and operating contract for the Taj President (now Vivanta by Taj – President),
a business hotel in Mumbai, in 1977, and also opening the Taj Mahal Hotel in Delhi in 1978.
The group has been converting royal palaces in India into luxury hotels since the 1970s. The first
palace to be converted into a Taj luxury hotel was the Lake Palace in Udaipur, in 1971. Other
examples include the Rambagh Palace in Jaipur, Umaid Bhawan Palace in Jodhpur, Falaknuma
Palace in Hyderabad and Nadesar Palace in Varanasi.
Concurrently with the expansion of its luxury hotel chain in the major metropolitan cities, the Taj
Group also expanded its business hotels division in the major metropolitan and large secondary
cities in India. During the 1990s, the Taj Group continued to expand its geographic and market
coverage in India. It developed specialized operations (such as wildlife lodges) and consolidated
its position in established markets through the upgrading of existing properties and development
of new properties. Taj also set up the Taj Kerala Hotels and Resorts Limited in the early 1990s
along with the Kerala Tourism Development Corporation
IHCL also operates Taj SATS Air Catering, in a joint venture with SATS (formerly known as
Singapore Airport Terminal Services). In May 2017, IHCL announced it was moving all of
its hotels under a unique brand, Taj Hotels Palaces Resorts Safaris. The brands Vivanta by
Taj and Gateway were merged into a single business unit. The unique brand decision was
reversed in 2018.
IHCL is an integral part and represents the hospitality arm of the Tata Group - India's
foremost value-based corporation — a visionary, a pioneer, a leader, since its inception 1868.
The Tata group today operates in more than 100 countries across six continents, with a
mission 'To improve the quality of life of the communities we serve globally, through long-
term stakeholder value creation based on Leadership with Trust’.
 LEADERSHIP AT IHCL

Mr. Puneet Chatwal

Managing director & Chief Executive Officer

Mr. N. Chandrasekaran
Chairman – Board of directors
KEY MILESTONES
BRANDS UNDER IHCL
 VIVANTA NAVI MUMBAI, TURBHE

Vivanta Navi Mumbai, Turbhe is an epitome of panache, with panoramic views and a crisp
breeze from the Arabian Sea. Nestled at the base of the Parsik Hills, it is a contemporary
depiction of Navi Mumbai's progressive culture. Vivanta Navi Mumbai has a cheeky-chic
vibe that exudes youthfulness. The hotel's 146 contemporary rooms and suites are decorated
in mauves, pinks, and custom colors, adorned with artistry in a modern architectural style.

Inspired by the colors of the flamingos dipping into the ocean water Mynt, the vibrant all-day
diner brings an array of local as well global cuisine. It is a bright, buzzing space on the lobby
level. It also houses Swirl, the patisserie, and delicatessen - an inviting space to drop by for
sweet and savoury bites. The restaurant has an open interactive kitchen with flamingo-themed
curtains to demarcate dining spaces (during nonbuffet hours) that serves international/global
cuisines along with authentic local flavours according to seasons. An ideal location for
Sunday brunches, business lunches, and food festivals.

Living up to its name, Wink is the playful, trendy and one-of-a-kind resto-bar in the city with
alfresco seating. With a layout of this magnitude, the bar is ideal for open mic, Unplugged
nights, and pre-function for weddings (cocktail nights), corporate mixers, and Private Dining
Experience.

Soak in the stunning panoramic views of Navi Mumbai from our Rooftop Bar & Lounge,
located by the pool. Offering house cocktails and a menu of delicious favorites, you're sure to
have a memorable experience at our rooftop bar and lounge.

The rooftop also has a powerhouse gym overlooking the infinite pool with all the modern
equipment to tone and bulge those muscles. Adjoined is the all-encompassing signature Jiva
spa - the wellness haven for rejuvenating the mind, body and spirit.

Vivanta Navi Mumbai, Turbhe is the centerstage of style in the maximum city.
 TRAINING SCHEDULE

Sr. No. Core Sub-Section Duration

Department

Food and Beverage In-Room Dining 1st July

1 Service & to
Mynt Restaraunt 31st July

1st August
2 Kitchen Garde Manger to
st
31 August

1st September
3 Housekeeping Guest-rooms and to
th
floors 30 September

Lobby and Back 1st October

4 Front Office Office to
31st October
 CORE DEPARTMENT 1: FOOD & BEVERAGE SERVICE

Food & beverage Service is the service of food made in the kitchen and beverages prepared
to the customers at the Food & Beverage outlets in the hotel, which can include restaurants,
Bar, Lounges, Coffee Shop, Banquets, In room dining, etc.
The hotel’s F&B department is responsible for a high revenue percentage of the hotel, and it
also affects the revenue coming from the rooms since many guests prefer to stay at hotels that
have good food and beverage outlets. Hotels having good banqueting facilities also affect the
booking of rooms by the guests coming for major event. Therefore, the F & B department is
responsible for creating the image of hotel within the eye of the guests since the level of
service in a restaurant can affect its public image.
The food and beverage service department also has the highest number of trainees working
compared to the other departments because of the highest workload especially during rush
hours when work must get done at an efficient pace without spoiling the image of the hotel.
There are various F&B subsections in a hotel like, the coffee shop, speciality restaurants,
lounge, bars, in-room dining etc.
Banquets also are an important part of F&B operations as they generate the most revenue.
IN-ROOM DINING SERVICE –

Room service or in-room dining is a hotel service enabling guests to choose items of food and
drink for delivery to their hotel room for consumption. Room service is organized as a
subdivision within the food and beverage department of high-end hotel and resort properties.
Room service may be provided on a 24-hour basis or limited to late night hours only. Due to
the cost of customized orders and delivery of room service, prices charged to the patron are
typically much higher than in the hotel's restaurant or tuck shop, and a gratuity is expected.
Organizations tend to have their own standards for room service, as there are no universally
held best practices as they differ from business to business and the best practice depends on
the guest's perspective, but generally it can be considered the guest's ability to order a meal,
the meal being prepared and be served the product in the privacy of their own room as to
maximize the customer’s comfort.
The role of hotel management in regards to room service is to ensure guest satisfaction and to
address any complaints and queries that may arise. Their responsibilities also include
recruiting, training and supervising staff, they also manage the budget to maintain financial
records, planning maintenance, events and the bookings for rooms, promotions and
marketing.

Sample Coffee/Tea Setup

In Room Dining consists of various small activities coming together to provide the best
possible service. The main 5 are:
1. Order Taking
2. Preparation of food & Trolley/tray setup
3. Transporting to the correct room
4. Serving the guest
5. Clean up
 Tasks Performed –

 Trolley Set Up
 Tray Set Up of covers and requests
 Filling up of Errand Card
 Clearance of guest-rooms and floors
 Delivering request and covers to the guest rooms
 Inter kitchen pickup
 Tray Set Up of combo meals. Examples – Indian, Asian, Continental, etc.,
 Laundry pickup
 Napkin fold
 Tea & Coffee preparation
 Operating Card Machine
 Placing Amenities in the guest-rooms
 Filling up amenities register and effectively managing any handover process
 Stocking up store

Learnings –

 Learnt the various teas and coffees available and how to make them using coffee
machine. E.g. Darjeeling tea, English breakfast tea, green tea, black tea, masala tea,
ginger tea, peppermint tea, café latte, cappuccino, espresso, Americano, café mocha.
 Handover should always been given properly and record should be maintained in the
handover book.
 There are three types of Amenities –

1) Category A: It consists of a fruit platter (that has six or seven different fruits), a set
of three jars (that contains Shankarpali, roasted makhana and ragi chips) and a
chocolate platter.

2) Category B: It consists of a fruit platters (that has five different fruits) and a set
three jars filled with snacks.

3) Category C: It either consists of a fruit platter (that has three different fruits) or a
set of two jars filled with snacks.
 Category A Amenties

Category B Amenities

Category C Amenities
MYNT Restaurant Service –

Mynt, an all-day diner, serves local and international favourites from a menu with a view to
taking you across the world, round the clock. Whether you're looking for light, wholesome,
and savoury food, or hungry enough for a buffet, our delicious service will do more than
satisfy you. Discover a new take on all things delicious.
Organisational Chart
 CORE DEPARTMENT 2: Food Production

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 kitchen should be designed to ensure that staff do not move around too much while
cooking, otherwise it will cause fatigue and accident. Also it will improve Efficiency of staff
and smooth work flow Which ensures timely pick up of food for a busy meal hours and the
kitchen should give maximum efficiency of time and labour.
Garde Manger –

A garde manger is a cool, well-ventilated area where cold dishes are prepared like salads,
sandwiches, fresh juices, buffet salad, fruit, cheese platters and other foods are stored under
refrigeration. Garde manger is a great place to learn.
I did morning shift in garde manger during which the main tasks are to handle the breakfast
orders and buffet as well as do mise en place for A la carte orders.

Tasks performed in garde manger –

 Picking up vegetables and fruits from storage for day’s operation
 Picking up breads and desserts from bakery
 Doing mise en place for A la carte setup
 Doing mise en place for high tea and cocktail hours
 List of mise en to be done by me – re-filing front up set up of mayo, lemon wedged,
chopped onion, chopped tomato, sliced tomato, sliced cucumber, chopped coriander,
chopped spring onion, chopped silver skin onions and gherkins, refilling olives,
jalapenos, chopped and grilled zucchini for salads, sliced and grilled bell peppers and
zucchini for sandwiches, batons of zucchini, chopped nuts
 Handled refilling of buffet items
 Making fresh fruit juices
 Making salads, sandwiches, chaat as per order
 Making fresh cut fruit platters
 Dispensing dessert orders
 Made sandwiches for high tea buffet
 Made cheese platters and cold cuts platter for high tea and cocktail hours buffet
 Went for store pickup – store included items for the entire kitchen right from butchery
to lentils to provisions etc.
  Canapes for cocktail hours are a way of revamping and reusing some leftover items
from the continental section like pork sausages which we made into a pork sausage
and zucchini noodle canape.

Learnings from garde manger –

Common Sandwiches dispensed from garde manger:

 Mumbai toasty – filling includes a spiced mashed potato mixture , green chutney
mayo and butter applied to bread followed by the potato mixture, then goes coleslaw ,
cheese slices and then grilled till golden brown

 Veg grilled sandwich – Mayo applied to bread followed by grilled sliced zucchini and
bell peppers, sliced tomato and cucumbers and grilled till golden brown
 Non veg Grilled – grilled chicken supreme is chopped and mixed with mayo, spring
onions, cocktail onions to make the filling which is then put on brown bread unless
specified otherwise and grilled till golden brown
Sandwiches for high tea buffet are prepared based on a fixed menu
Some of the sandwiches are –
Tomato Mozzarella, coleslaw sandwich, grilled veg, Mumbai toasty, cream cheese cucumber,
egg salad sandwich
Salads dispensed from garde manger –
1- Ceaser Salad – Romaine lettuce, parmesan cheese, black pepper, ceaser
dressing i.e. mayonnaise + black pepper + parmesan cheese (non-traditional),
garnished with crouton and shaved parmesan cheese. Grilled chicken supreme
added if non vegetarian. Poached eggs and bacon can also be added.
2- Greek Salad – Bells peppers, onions, tomatoes, cucumbers, feta cheese,
seasonings
3- Citrus salad – orange segments, arugula, lemon vinaigrette

Special Observation –

 While doing store pickup and when arranging the store it is made sure
that FIFO is followed strictly.
 All allergens are stored on a different rack
 Counter chefs i.e. sous chef, Cdp, Dcdp make sure to check every dish
before it leaves the pass to ensure there are no complaints and
standards are being followed.
Organisational Chart
 Core Department 3: Housekeeping

Housekeeping department in hotel ensures the cleanliness, maintenance, and aesthetic appeal
of all rooms and public areas. The housekeeping department not only turnarounds (prepares
and clean guestrooms) on a timely manner it also cleans and maintains everything in the hotel
so that the property is as fresh and attractive like the day when it opened the doors for the
business.
The housekeeping department at Vivanta Navi Mumbai, Turbhe is located at the M level
(mezzanine level) in the back of the house. It is located right next to the uniform room. The
laundry is located at the UG level (under-ground level).
The briefing takes place in the office before employees head onto their allocated floors and
areas for the day’s operation.
Housekeeping plays an important role in the smooth functioning of the hotel as it not only
ensures the room is cleaned and ready to sell to customers but also upkeeps the entire
aesthetic look of the hotel premises.
The housekeeping department takes utmost pride in upholding the standards of cleanliness
and quality set by the company.
The target is to make sure the guest has a great experience and has absolutely no problems
during their stay with us.
Housekeeping also coordinates closely with the front office as the guest requests are passed
on by the front office staff as Vivanta does not have a housekeeping desk, maintenance or
engineering department, as the housekeeping staff identifies different types of maintenance
issues while cleaning the rooms and reports to the maintenance team for rectification or
replacement. Example snags or issue with the TV, AC, Heating unit, Plumbing, Lighting,
Electrical faults, Furniture, Toilet, Vanity, Tub, Towels racks, Ventilation issues etc.
SECTIONS UNDER HOUSEKEPING DEPARTMENT:

 Rooms
 Flower room
 Linen / Uniform Room
 Laundry
 Public Area

UNIFORM ROOM

Uniform room stores, dispenses and keeps record of all the uniforms of employees, staff,
trainees. The uniform room is a central depot for hotel staff uniform and this is the place from
where clean articles are distributed throughout the establishment. The uniform room always
exists in close association with the linen room. The bulk of clean uniform is stored here.

FLOWER ROOM

Handles all the requirements of flower arrangements from room requests to public area
arrangements. Also takes care of the open garden and plants present there.

PUBLIC AREA

Employees allocated to public areas handle the up keeping of all public areas of the hotel
right from the lobby, the various restaurants, floors, also the chandeliers and aquarium which
are the USP of the hotel.

TASKS PERFORMED –

1. Servicing departure rooms, this includes changing all the linen in the rooms, checking
tea coffee milk drawer, throwing away all the garbage from the room, cleaning the
washroom, water closet and bathtub, wet and dry dusting, vacuuming, mopping,
replenishing any required amenities, after which the supervisor will inspect the room
and if there are any follow ups required they need to be performed after which the
room is shown ready for sale on the system.
2. Servicing occupied rooms, this is much simpler in comparison as we only need to
replenish the supplies and linen if it is used, bedsheet need not be changed until
requested by guest. Garbage to be cleared, mopping to be done.
3. Lost and found procedure; if any article is found in the room that has been left behind
by the guest by mistake it needs to be kept safe in the lost and found. The article
should be brought down to the control desk and a manual entry of the article is done
in the lost and found register where the room number, name of the article and the
 person who found its name is mentioned. After which it is sent to the security and on
guest enquiry based on identification provided the article is returned.

Learnings-
 Learnt the proper SOP and how to efficiently service a room – top down method and
anti-clockwise method.
 Learnt the standard of how many supplies to place in a room – e.g. 2 half litre water
bottles & 1 one litre bottle, 6 types of teas and coffee, 4 sachets of milk, sets of
toiletries, 1 dental kit, 1 disposal bag, 1 shower cap, 1 comb, 1 laundry bag and
laundry slip (in wardrobe).
 Understood the various chemicals used to efficiently clean various surfaces –
R1: Bathroom surfaces
R2: Floors and walls
R3: Glass surfaces, windows, mirrors
R6: Toilet bowls and urinals
R8: Descaler

 Developed an eye for detail with the help of the GRAs and supervisors who ensured
everything is placed perfectly to ensure complete guest satisfaction
 Supervisory tasks include inspecting every departure room before updating it ready to
sell on the system.
 Performing white rag test to check for any missed spots while servicing.
 The GRAs fill the RA sheet without fail after every room is serviced even if service
was refused.
 This RA sheet is then submitted to the control desk at the end of shift along with the
occupancy slip
 Guest requests should always be fulfilled as soon as possible.
Organisational Chart
 Core Department 4: Front Office

Front Desk is a very important department in the hotel, making direct contact with guests.
The main function of this department is Reservation, Guest service, Check-in, Check-out,
Telephone, Finance & Cashiering, Foreign Exchange, Room Assignment, Inquiry etc.
The Front Office is also called the nerve centre of a hotel. It can be defined as a front of the
housing department located around the foyer and the lobby area of a hospitality property. As
this department is located around the foyer area of the hotel and is visible to the guests,
patrons, and visitors, they are collectively called ―Front Office‖.
Should guests have any problems or wish to appreciate or comment, they would normally go
directly to the Front Office, because it is convenient to contact and converse with other
departments. Therefore, this department is the direct delegate to link the work and report the
consequence to other departments.
This department is one of the major operational and revenue-producing departments of the
hotel which generates two-thirds of the revenue earned by a hotel from the sale of the guest
rooms. It involves in providing valuable services to the guests during the entire guest cycle
consisting of Pre-arrival, Arrival, Occupancy and Departure.
We are required to have the knowledge of how the system works and technology as simple as
a printer to print out documents. It is extremely important to be well groomed and show
professionalism in your work. Always need to be attentive to the guest needs and provide
them with a warm welcome and comfortable stay.

Time of check-in: 2:00 pm

Time of check-out: 12:00 pm
Services and amenities provided to the guests:
• Smoking or non-smoking room
• 24hr laundry services
• 24hr In-Room dining
• In-house doctor available
• Pool and Spa
• Housekeeping turndown service
• Rollaway or extra beds available on request, infant cribs available on request
• JIVA SPA and 24 Hours Gym facility
For VIP guest
• Their preferences are made a note of and accordingly the room is made ready.
• An amenities tray is placed in room.
• Bakery products / fresh fruits are placed in rooms.
• Wine or champagne is placed if mentioned

Main sections of front office:

• Chauffer and valet
• Door man
• Bell/Baggage desk
• Lobby
• Reception
• Concierge
• Cashier
• Reservations
• Guest services
• Business centre

Some basic functions of the front office team -

• Blocking rooms according to guest request and expected time of arrival.
• Once the guest has arrived make a copy of identity proof, check if their room
is ready on the system.
• Escorting the guest to the room while giving them the details of the layout of
the hotel, timing of the FnB outlets, pool, and spa.
• Emergency fire exits and safety features of the hotel to be pointed out.
• Make sure not to overwhelm the guest.
• Room layout is explained, how the safe works, explain working of the keys
the privacy blinds and blackout blinds, laundry service, any events happening in
the hotel.
• Making notes of number of arrivals, departures, and in-house guest.
• All the employees should be briefed about in-house VIPs.
• Complete updating the registration card.
• Finish making C forms.
Some basic functions of the bell desk-
• Greeting the guest with a warm smile and folded hands and guide them to the
reception, during this period guest’s name is noted down.
• During check-in, guests are offered to have their bags directly placed in their
room.
• The bags are kept together and after checking their name on the system, it is
tagged with their room number
• After the system shows that the guest is checked in the bell boy carries them to
their room and places it in the luggage rack
• At the time of check-out, the guest calls the bell desk, they make a note of
number of bags are there are then bring the luggage down from the room
• Newspaper and magazine are delivered to the rooms.
• Incoming and outgoing parcels are handled.
• Left luggage are made a note of and kept in the left luggage room.
• Wheelchair assistance is provided.
Organisational Chart
 Conclusion

The main objective of industrial training was to give us opportunity to have a hands on
experience of the hospitality industry. I could gain an immense amount of knowledge as I
worked with the employees and supervisors. The training enabled me to learn through
observations, situations that occurred, mistakes that we made and questions that we asked.

It also gave me a good idea about how the work environment will be, by interacting with the
staff and guests. I have learnt to prioritize things, importance to being punctual, having all
your hard work put in your work, importance of team-spirit, taking responsibility, giving my
full commitment.

This internship has been an excellent and rewarding experience. I can conclude that there has
been a lot I’ve learnt from my training at VIVANTA Navi Mumbai, Turbhe. The knowledge
gained will not only help me in the industry but also in life. I will continue to work on myself
and give this industry my best in the future.

Thank you. `