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OUR OBJECTIVES…. To study the operations carried out in Bristol Hotel How all the operations are coordinated with each other Ways by which customers satisfaction is maintained by hotel Analyzing the shortcoming in the operations How to overcome the shortcoming

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METHODOLOGY Primary Source Secondary Source   Primary data was collected during interacting with the manager and other staff personnel in the hotel One of the primary data collection methods of observation was also adopted to find the behavior of staff toward interacting with the customers.   Secondary data was collected through visiting the site of the company and also going through some files collected from internet, journals.

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OVERVIEW Bristol is a 5star hotel situated in Gurgaon, the most rapidly developing colonnade of marvelous place of NCR…. The hotel offers superlative standards of comfort and luxury complemented with a variety of restaurants offering cuisine’s of the world… residential suites penthouse suites business suites executive club rooms deluxe rooms Why Bristol ? First 5-star hotel in Gurgaon… Location

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ROOM FEATURES, PLAN & FACILITIES Room Features:- Single Room Double Room Twins Room Tamed Room. Award Room Holly Twins Rooms Parlors Studio Room Suite Room Tent House suite Room Cabin Room Lanai Room Plans:- European Plans Continental Plans Modified American Plan American Plan Facilities:- RIVIERA Spa Health club Roof top Swimming pool

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FRONT OFFICE DEPARTMENT ACTIVITES OF FRONT OFFICE - a) To sell room, register guest assign room b) To maintain a minute invertors as room c) To keep the accounting records as guests and front office transaction d) To provide mail key, the telephone information and protective service to the guest. e) To integrate promote and co-operative with other departments maintain the standard. f) Provide information to the guest g) Maintain guest accounts as maintain credit limits.

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Divisions of Front office department

HIERARCHY : 

HIERARCHY HIERARCHY

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DUTIES AND RESPONSIBILITIES OF STAFF

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Front Office Manager: 1) Participate in the selection of F.O personal 2) Trains, cross strains and retain all F.O personal 3) Schedule the F.O stall 4) Supervises work locates during shifts 5) Maintain working relationship and communication with all departments. 6) Maintain master key control 7) Resolve guest problem quickly, efficiently and curiously. 8) Works with in the allotted budget for the F.O 9) Receives information from the previous shift manager passes on important details to the coming Manager.

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Cabby Manger: 1) Important the duty as front manager 2) Takes ones the duty as the F.O Manager 3) Dealing with complaint which come to him directly and ensure those which the receptionist cannot handle 4) Dealing with V.P.O (Visitor Period out) 5) Co-coordinating with airport representative 6) Responsible for useful or security as the stall or the guest 7) Responsible for Transport service 8) He has to keep record as guest A/C which has recorded is house limits and loses that the needful is done. 9) Welcoming guest special V.I.P and can also do people relations.

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Front desk Assistant. Personnel:- 1) Register guest and assign room accommodate 2) Special requests wherever possible. 3) Organize for reservation 4) Understand room status and room status hierarchy 5) No room location types as room available and room stage 6) Uses suggestive selling technique to sell room and to remote alter services as the hotel 7) Files Rooms Keys 8) Knows how to use F.O requirement 9) Process guest checkout 10) Coordinates guest rooms maintenance work with the engineering and maintenance department 11) Knows all safety and emergency procedure. He is aware as accident prevention policies

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Reservation Assistants: 1) Process reservation made by mail, telephone or control reservation network case 2) Process reservation from the sales office other hotel department and travel agent 3) Knows the types as rooms available as well as there location and layout 4) Knows the selling status, rates and benefits as well package plans 5) Determines room rates based on the selling tables as the hotel 6) Under the hotel policy an generate reservation and no shares 7) Assist in pre registration activities with appropriate

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Front Office Cashiers: 1) Operates, front office posting equipments 2) Obtain the house bank/slat and keeps it balance 3) Completes cashier pre-shift supply check list 4) Complete guest check out procedure 5) Postal charges to guest Accounts 6) Handles paid out (H.P.O) 7) Completes guest check out procedure 8) Settles guest Accounts 9) Posts non-guest ledger payments 10) Balances departmental totals at the close of the shift

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GRE (Guest Relation Executive) Duties: 1) Answers Letters of inquiry, regarding rates and availability. 2) Trains new guest services department personal 3) Maintains a thorough knowledge as the room rack, location, types of rooms. sack operation, package plans and discounts. 4) Maintain details knowledge about hotels services and hours of operation 5) Knows all safety precaution and understands energy procedures and how to act upon then understands accident preservation policies 6) Knows cask handling procedures 7) Develops and maintain all aspect as the hotel, reservation system.

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FOOD AND BEVERAGES A kitchen is an enclosed spaced in which edible raw materials are cleaned processes and cooked called chef means kitchen. The proportion area is the principle area as F & B departments is normally has several functions. This is the second revenue generating departments as hotel after front office.

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KITCHEN ORGANIZATION: Refers to how people work within the kitchen food slow. Essential organization is critical to any business. Executive Chef:- His work into….. 1) Organize the kitchen 2) compiles the mess. 3) order the food stuff. 4 ) Show the required persist. 5) To engage the staff 6) To supervise the kitchen

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PRINCIPLES OF FOOD PRODUCTION: Planning of work and its distribution Minimum time lapse between proportion and service Adhesive to standards Proper storage and recycling of food Systems and procedures Followed in Bristol Hotel: One indent is issued by the kitchen executive to get raw materials from the stores All the raw materials which are in good conditions are brought to the kitchen The raw materials are cleared and processed to obtain cooked food. All the mis-in-place required for particular dish is done well in advance. The kot is made is triplicate first to kitchen then to cashier,and then in book.

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Department under the main kitchen at Bristol:-

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Food flow

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Purchase of ingredients:- Purchase requisition form is used to communicate with purchase department. The chefs complete the list, a day is advance indicating the requirements. Storage: Dry storage for non perishable commodities like cereals, pulses sugar, legumes, rice spices, conned food, fats and oils. Low temperature storage for semi perishable and perishable food.     Stores: Requisitions slips are sent to stores indicate the amount to be issued. This is done in coordination with store issuing the items the person in receipt of goods is responsible for this safer transfer to kitchen.

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HOUSEKEEPING

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HIERARCHY

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Coordination with the other Departments

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ENGINEERING & MAINTENANCE IN BRISTOL HOTEL

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PROBLEMS & SUGGESTIONS

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Xerox machines which are placed at the Business center are exclusively for the guest service are also used by the staff of the hotel for the photocopying… Sol :- There should be at least one photocopy machine at the disposal of the staff for day to day purposes and the business center staff should see to it that only guests use the Xerox machine under a strict supervision. The front office staff sometimes relax in the business center during their breaks, other than the break they actually get between 4:30pm to 5:30 pm for tea and coffee. … Sol :- The F.O staff should be strictly instructed to use the rest rooms allotted to them during their breaks. The business center staff should be more strict and should not entertain the other hotel staff in such a manner. The white color seat corners are used to cover the chairs in the banquet halls for the functions held. These sometimes are stained with food stains and spilled tea or coffee. … Sol :- The laundry coming from the contracts should be thoroughly checked in the line room and the hotel’s staff should be requested to check and clean the stains properly. The cones should not be stained and give a good impression to the guests. The hotel has a good security system but sometimes various problems arise which are not neglect able. Sol :- The number of security personnel having good training should be increased in and around the complex of the hotel so as to make it a well organized security system for the hotel. Problems of parking, mismanagement of entries to the hotel can be looked upto with such an action.

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5) At the time of party, when the hall is completely packed. The food is not realized. This makes the guest wait for the food.  Sol: - If one single head steward is given the responsibility to serve the food throughout the banquet hall. This problem could be overcome.   6) The Chinese section is the center of the main kitchen. When the burner is on high flame, the flame spread throughout and increases the temperature of whole kitchen section. Sol:- In order to overcome this problem flame should be taken care as much heat is generated and kitchen should be taken care of and increase the number of exhaust fans in kitchen to absorb the heat emitted.   7) Since the kitchen is in the open space, the insects are attracted towards the food. Sol: In order to avoid this problem, Pest control should be adopted.   8):- One of the major problems in the housekeeping department is the shortage of bed cones, pillow, covers and the department cannot buy the them as they cannot increase the budget. Sol:-This could be avoided if these things are properly used and properly washed and pressed quickly.   9) Guest complaining stains in the carpets, bed covers curtains etc. Sol: - Room should be cleaned regularly and room to be blocked for preventive maintenance four times a year. These should also be dry cleaned once in a month

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Any Questions…..