frankfinn hospitality assignment h5 batch koramangala

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Assignment on hospitality Unit-7 hotel management and reservation Submitted by: S.Arvinth. Submitted to: Mr. Sunny . Submitted on: 20/11/2010. Batch code : H5 batch. Branch: Koramangala. Bangalore. 1


Content: Acknowledgement. Introduction. Task 1 (p1a). Task 2 (p1b). Task 2 (p2a). Task 3 (p3b). Task 3 (p3a). Task 3 (p4a). Task 3 (p4b). Task 4 (Merit). Task 5 (Distinction). Conclusion. Bibliography. 2


Acknowledgement: I owe a great many thanks to a great many people who helped and supported me during doing the hospitality assignment. My deepest thanks to trainer, Mr. sunny the Guide of the my assignment for guiding and correcting various mistake of mine with attention and care. He has taken pain to go through the hospitality assignment and make necessary correction as and when I needed. I express my thanks to the HOD Mrs.uzmha of Frankfinn Institute of Airhostess Training KORAMANGALA BANGALORE , for extending his support. I would also thank my Institution and my faculty members without whom this assignment would have been a distant reality. I also extend my heartfelt thanks to my family and well wishers. 3

Introduction to Hospitality industry:

Introduction to Hospitality industry The term “hospitality” has become accepted over the years as a generic word, which describes the well being of service and facilities related to tourists and travelers. The hospitality is also called hotel. Hotel is a place which provide boarding and lodging to guest who are receivable condition and willing to pay for condition provide money The scope of the hospitality industry comprises of a range of businesses that provide services and facilities such as accommodation, food and beverage, entertainment, gaming and related products. Types of hotel: Motel : The carting to long distance traveler provides lodging is called motel. Its near to the petrol bunk . Lotel : The hotel with permission helipad is called lotel. Rotel : The Rotel is a hotel-on-wheels. Ex-golden chariot. Flotel : The hotel which are floating on the water. Ex-house boat 4

Task 1 (p1a):

Task 1 (p1a) Select renowned chain of hotels (one domestic & one international) and trace its history right from the time of its inception. 5

International chain of hotel holiday inn:

International chain of hotel holiday inn 6 Eugene-Springfield's USA

Domestic chain of hotel ITC welcomgroup:

Domestic chain of hotel ITC welcomgroup ITC welcomgroup Maurya Sheraton, New Delhi/India ] 7


INTERNATIONAL CHAIN OF HOTEL HOLIDAY INN Holiday Corporation logo: 1985-1990 Previous Holiday Inn logo used from 1989-2009 Current Holiday Inn Logo used from 2010-present

International chain of hotel holiday inn:

International chain of hotel holiday inn Charles Kemmons Wilson was the founder of the Holiday Inn chain of hotels. 9 Charles Kemmons Wilson was born on January 5, 1913 – died on February 12, 2003 )

Early life of the founder:

Early life of the founder Charles Kemmons Wilson was a businessman who founded the Holiday Inn hotel chain. Called the “Father of the Modern Hotel,” he revolutionized the travel industry by providing affordable, comfortable, dependable lodging. Borrowing fifty dollars from a friend in 1930, Wilson bought a popcorn machine and sold popcorn in a Memphis movie theater. After serving in World War II and starting a successful homebuilding business in the 1940s. Their thirty-five-year-long partnership in homebuilding and real estate development proved rewarding for both entrepreneurs. By 1950, Wilson was a millionaire. On August 1, 1952, he opened the first of four hotels in the Memphis area. He decided on the name Holiday Inn . 10

First hotel of holiday inn is motel:

First hotel of holiday inn is motel He opened his first motel on August 1, 1952. The name of the motel is Holiday inn. The first motel Founded in Memphis, Tennessee (August 1, 1952) 11

History of first motel:

History of first motel 12

Brach of hotel and places:

Brach of hotel and places 13 Holiday Inn Hotels and Resorts – Alabama/ Birmingham

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14 Holiday Inn Hotels and Resorts – Iowa/ sioux center

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15 Holiday Inn Hotels and Resorts – Nebraska /highway

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16 Holiday Inn Hotels and Resorts - South Carolina / columbia

Branches and places of hotel:

Branches and places of hotel Holiday Inn Hotels and Resorts – Alabama Holiday Inn Hotels and Resorts - Alaska Holiday Inn Hotels and Resorts - Arizona Holiday Inn Hotels and Resorts - Arkansas Holiday Inn Hotels and Resorts - California Holiday Inn Hotels and Resorts – Colorado Holiday Inn Hotels and Resorts - Connecticut Holiday Inn Hotels and Resorts – Delaware Holiday Inn Hotels and Resorts – Florida Holiday Inn Hotels and Resorts - Georgia Holiday Inn Hotels and Resorts – Hawaii Holiday Inn Hotels and Resorts – Idaho Holiday Inn Hotels and Resorts - Illinois Holiday Inn Hotels and Resorts - Indiana Holiday Inn Hotels and Resorts – Iowa Holiday Inn Hotels and Resorts - Kansas Holiday Inn Hotels and Resorts - Kentucky Holiday Inn Hotels and Resorts - Louisiana Holiday Inn Hotels and Resorts – Maine Holiday Inn Hotels and Resorts - Maryland 17

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Holiday Inn Hotels and Resorts – Nebraska Holiday Inn Hotels and Resorts – Nevada Holiday Inn Hotels and Resorts - New Hampshire Holiday Inn Hotels and Resorts - New Jersey Holiday Inn Hotels and Resorts - New Mexico Holiday Inn Hotels and Resorts - New York Holiday Inn Hotels and Resorts - North Carolina Holiday Inn Hotels and Resorts - North Dakota Holiday Inn Hotels and Resorts – Ohio Holiday Inn Hotels and Resorts – Oklahoma Holiday Inn Hotels and Resorts – Oregon Holiday Inn Hotels and Resorts – Pennsylvania Holiday Inn Hotels and Resorts - Rhode Island Holiday Inn Hotels and Resorts - South Carolina Holiday Inn Hotels and Resorts - South Dakota Holiday Inn Hotels and Resorts – Tennessee Holiday Inn Hotels and Resorts – Texas Holiday Inn Hotels and Resorts – Utah Holiday Inn Hotels and Resorts - Vermont Holiday Inn Hotels and Resorts – Virginia Holiday Inn Hotels and Resorts - Washington Holiday Inn Hotels and Resorts - Washington DC Holiday Inn Hotels and Resorts - West Virginia Holiday Inn Hotels and Resorts – Wisconsin Holiday Inn Hotels and Resorts – Wyoming 18

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Holiday Inn Hotels and Resorts - Massachusetts Holiday Inn Hotels and Resorts – Michigan Holiday Inn Hotels and Resorts - Minnesota Holiday Inn Hotels and Resorts - Mississippi Holiday Inn Hotels and Resorts – Missouri Holiday Inn Hotels and Resorts - Montana 19


awards Twelve-Time Torchbearer Award Winner Past 12 years in north America. Kemmons Wilson Spirit of the Family Award. 2008 Tourism Industry Association of Ontario, Employee Attraction and Retention Award. 2007 Four-Time Quality Excellence Award Winner  Priority Club Members Choice Award



Domestic chain of hotel ITC welcomgroup:

Domestic chain of hotel ITC welcomgroup Yogesh Chander Deveshwar is the Chairman and Chief Executive Officer of ITC Limited. He was appointed as a Director on the Board of the Company in 1984 and became the Chairman on 1 January 1996. MR. YOGESH CHANDER DEVESHWAR Yogesh Chander Deveshwar was born on 4 February, 1947 22

Early life of the founder:

Early life of the founder Deveshwar joined Indian Tobacco Company in 1968 as a Management pupil. In 1972 he was appointed as MBO Adviser to Corporate Headquarters in Calcutta. In 1974, he took over as Factory Manager post. He was appointed as General Manager of ITC’s Packaging and Printing Division in madras (Chennai)1978. He was inducted into the Company’s Board in 1984, taking charge of Welcomgroup, which is the Hotel Division of ITC. In 1991 he took over as Chairman of ITC’s Indian Tobacco Division Development Division. In November 1991, he headed Air India on lien from ITC Ltd. As Chairman and Managing Director. In 1994 Deveshwar rejoined ITC and was appointed whole time Director and Vice Chairman of the Company. He took over as Chairman of ITC in January 1996. He received the Marketing Man of the Year Award in 1994. 23

First hotel:

First hotel In October 18, 1975 the Company launched into Hotels business ‘ITC-Welcomgroup Chola Sheraton’ 24 First hotel started in Chennai which was rechristened 'ITC-Welcomgroup Chola Sheraton'

History of first hotel:

History of first hotel ITC was incorporated on August 24, 1910 under the name Imperial Tobacco Company of India Limited. As the Company's ownership progressively Indianised, the name of the Company was changed from Imperial Tobacco Company of India Limited to India Tobacco Company Limited in 1970 and then to I.T.C. Limited in 1974 The Company now stands rechristened 'ITC Limited'. The Company's headquarter building, 'Virginia House ‘, which came up on that plot of land two. Though the first six decades of the Company's existence were primarily devoted to the growth and consolidation of the Cigarettes and Leaf Tobacco businesses. In 1975 the Company launched its Hotels business with the acquisition of a hotel in Chennai which was rechristened 'ITC-Welcomgroup Hotel Chola Sheraton' . The objective of ITC's entry into the hotels business was rooted in the concept of creating value for the nation. ITC chose the hotels business for its potential to earn high levels of foreign exchange, create tourism infrastructure and generate large scale direct and indirect employment. Since then ITC's Hotels business has grown to occupy a position of leadership, with over 100 owned and managed properties spread across India. 25


ITC IMPROVED IN VARIOUS FEILDS ITC was incorporated on August 24, 1910 under the name Imperial Tobacco Company of India Limited. ITC is recognition of the Company's multi-business portfolio encompassing a wide range of businesses. Hotels.========================= ====== 1975 Packaging, Paperboards & Specialty Papers======  1979 Education & Stationery ===================  1990 Agri-business.==========================  1990 Information Technology.===================  2000 Lifestyle Retailing.======================  2000 Food.================================ 2001 Safety matches.========================= 2002 Incense sticks.========================== 2003 Bath and body care.====================== 2005 Grooming regimen.====================== 2007 26

The group today operates under several distinct brands: :

The group today operates under several distinct brands: ITC - Luxury Collection Hotels WelcomHotel Sheraton Hotels Fortune Hotels, which has 54 hotels with 4446 rooms in 41 cities across India WelcomHeritage Hotels

Branch of hotel and places:

Branch of hotel and places 28 ITC welcomgroup Maurya Sheraton, New Delhi

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29 Fortune Global Select Gurgaon

WelcomHeritage Properties:

WelcomHeritage Properties 30 Bal Samand Lake Palace Jodhpur

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31 Maharani Bagh Orchard Retreat Ranakpur

Branch of hotel:

Branch of hotel ITC welcomgroup Luxury hotels ITC welcomgroup Maurya Sheraton, New Delhi ITC welcomgroup Maratha, shreaton,Mumbai ITC welcomgroup Royal Gardenia, Bangalore ITC welcomgroup Windsor and Sheraton towers, Bangalore ITC welcomgroup Grand Central Sheraton, Mumbai ITC welcomgroup Sonar, Kolkata ITC welcomgroup Kakatiya Sheraton, Hyderabad ITC welcomgroup Mughal Sheraton, Agra ITC welcomgroup Rajputana Sheraton, Jaipur Sheraton Chola , Chennai Sheraton New Delhi , New Delhi Sheraton Park and Towers, Chennai ITC Welcomgroup Rama International, Aurangabad ITC Welcomgroup Vadodara, ITC Welcomgroup Grand Bay, Visakha 32

Fortune hotels:

Fortune hotels Fortune Global Select Gurgaon Fortune Select Palms Chennai Fortune Select Trinity Bangalore Fortune Select Exotica Navi Mumbai Fortune Select Manohar Hyderabad Fortune Select JP Cosmos [begluru] Fortune Park Bella Casa Jaipur Fortune Landmark Ahmadabad Fortune Landmark Indore Fortune Park Center Point Jamshedpur Fortune The South Park Trivandrum Fortune Park Calicut Fortune Park Galaxy Vapid Fortune Murali Park Vijayawada Fortune Park Klassik Ludhiana Fortune Pandiyan Madurai Fortune Park Panchwati Kolkata Fortune Fences Tirupati Fortune Resort Bay Island Port Blair Fortune Resort Sullivan Court Ooty Fortune Chariot Resort Mahabalipuram Fortune Resort Central Darjeeling Fortune Inn Riviera Jammu Fortune Inn Jukaso Pune Fortune Inn Sree Kanya Vishakha

List of WelcomHeritage Properties:

List of WelcomHeritage Properties Bal Samand Lake Palace Jodhpur Bal Samand Garden Retreat Jodhpur Bandhavgarh Jungle Lodge Bandhavgarh Bassi Fort Chittorgarh Bijay Niwas Palace Ajmer Bob's Place Nathuakhan Burra Sahib's Bungalow Jorhat Calve Pondicherry Camellia Hotel & Resort Shantiniketan Chalets Naldehra Chinnar Plantation Bungalow Elappara, dukki Dist. Connaught House Mount Abu Corbett Ramganga Resort Corbett National Park Denzong Regency Retreat Gangtok Elephant Point Retreat Village Tippi Fern hills Palace Ooty Golf View Pachmarhi Grace Hotel Dharamsala Grand Imperial Agra Gurkha Houseboat Srinagar Hirlicheena Nature Resort Manan Village

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Judge's Court Pragpur Kanha Jungle Lodge Kanha Kasmanda Palace Mussoorie Khazanchand Mansion Almora Khimsar Fort Khimsar Khimsar Sand Dunes Village Khimsar Kikar Lodge Anandpur Sahib Koolwal Kothi Nawalgarh Lal Niwas Phalodi Lallgarh Palace Bikaner Maharani Bagh Orchard Retreat Ranakpur Mandir Palace Jaisalmer Mistry Sahib's Bungalow Jorhat Narmada Jackson Jabalpur Noor-Us-Sabah Palace Bhopal Palace Belvedere Nainital Pemaling Dirang Pragati Resorts Hyderabad Rajendra Villas Palace Mysore Ranjit's Svaasa Amritsar Ranthambore Forest Resort Sawai Madhopur Raobagh Palace Bundelkhand

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Regency Villas Ooty Rosaville Shillong Royal Camp Nagaur Fort Royal Camp Pushkar Sardar Samand Palace Pali Shalini Palace Kolhapur Shambha - La Leh Ladakh Sheikhpura Kothi Hansi Solang Valley Resort Manali Taradale Cottage Ramgarh Taragarh Palace Palampur Thengal Manor Jorhat Umed Bhawan Palace Kota Windermere Darjeeling Windsor Lodge Ranikhet Woodville Palace Shimla

Awards and recognition:

Awards and recognition ITC-Welcomgroup ‘ ITC Green Centre’ certified by the US Green Building Council for Leadership in Energy & Environmental Design (USGBC – LEED) is the first largest commercial ‘Platinum Rated’ building in the world. ITC-Welcom group was adjudged as a Super Brand in the premium hospitality category in 2003-04. ITC-Welcom group won Today’s Traveler India’s Best Luxury Chain Diamond Award in 2008. ITC-Welcom group was declared Hewitt Best Employer in India & Asia 2009 Galileo The NCPEDP - Shell Helen Keller Award ITC-Welcom group won the NCEDP ‘Shell Helen Keller Award’ 2008 in Express Travel World Award. EHS Awards ITC-Welcomgroup won PATA Gold Award in Corporate Environmental Category in 2005. ITC Maurya, New Delhi - Environment Champion Hotel of the year in 1997 and 2001-02. ITC Kakatiya, Hyderabad FHRAI - The Environment Champion award in 2005 ITC Sonar, Kolkata received Five Star rating in the Environmental Management System from British Safety Council in 2007 ITC Mughal, Agra won TERI Corporate Environment Award in 2003-04 ITC Maratha, Mumbai won FHRAI Green Champion of the year among Large Hotels in 2004 ITC Grand Central, Mumbai won FHRAI Award for Green Champion of the year among Large Hotels in 2008 ITC Maurya, New Delhi India declared by Today Travel Plus Toplist Survey as the Eco Friendly Hotel in 2008-09

Task 1:

Task 1 Analyze the different facilities offered by different categories (luxury, semi-luxury, and budget) of hotels in India. 38

Budget hotel the park residency:

Budget hotel the park residency 39

Picture of the hotel:

Picture of the hotel 40 Address : Richmond Town Bangalore, Karnataka - 080 25582151


facilities AC Rooms Multi-Cuisine Restaurant and Bar Room Service Safe Deposit Lockers Conference / Banquet Hall Parking Facility 41



Semi luxury hotel matthan:

Semi luxury hotel matthan 43

Matthan hotel:

Matthan hotel 44 Address: 134, HAL Road, Near Manipal Hospital , Bangalore, Karnataka Kodihalli, Bangalore, Karnataka 080 42494949.


facilities Sports & Recreation Fitness Centre Golf nearby Hotel Outdoor Pool Hotel Facilities Gift Shop Pharmacy Post Property Amenities Car Rental Desk Disabled Parking Handicapped Accessible Parking at hotel available Parking at hotel is complimentary Housekeeping & Laundry Service Dry Cleaning Laundry Valet Service Shoe Shine 45

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Hotel Services 24hour Reception 24hour Room Service Concierge Services Currency Exchange Daily Newspaper available Daily Newspaper is complimentary Personal Valet Service Room Service Check-In Time: 12:00 Check-Out Time: 12:00 Credit Cards Accepted: American Express, Euro/ Mastercard, Visa Restaurant & Bars 20 Char Cuisine Type: International Meals Served: Breakfast, Lunch and Dinner Smoking info's: non smoking area Children & Toddlers Children stay free Family packages available Max age to be considered a child: 5 46

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Internet Access High speed internet connection in public area High speed internet connection in public area is complimentary High speed internet in rooms available High speed internet in rooms available is complimentary Public internet PC for guest use available Wireless internet in public areas Wireless internet in rooms available 47


ROOM TARIFF Room category single Double Premium room 15000 16000 Deluxe room 12000 13000 Executive room 10000 11000 48 The room rate is exclusive of 12% luxury tax Please note check-in time is 14:00 hrs & check-out time is 12 noon. The above rate includes breakfast Term and conditions apply

Luxury hotel leela palace:

Luxury hotel leela palace 49

Picture of the luxury hotel leela palace:

Picture of the luxury hotel leela palace 50 T23 Airport Road, Bangalore 560 008, India.




facilities Airport/Station Transfers, Doctor On Call, Fax, E-mail, Internet Access, Same Day Laundry, Valet, Telephone with STD/ISD Facility, Money Changer, Safe Deposit lockers, Shopping Arcade, Baby Sitting etc. Parking facilities. contemporary room facilities, fabulous business amenities. 24 Hours Room Service, Hot & Cold Running Water, Color Television, Mini Bar, Room Safes, Hair Dryers etc. Health Club, Swimming Pool, Travel Desk, Beauty Parlor, Spa etc. 52

Room tariff:

Room tariff ROOM CATEGORIES TARIFF (INR) SINGLE DOUBLE DELUXE ROOM 19000 20000 CONSERVATORY ROOM 20000 21000 ROYAL PREMIER ROOM 21000 22000 ROYAL CLUB ROOM 22000 23000 EXECUTIVE SUITE 30000 ROYAL CLUB SUITE 32000 TURRET SUITE 35000 TOWER SUITE 40000 ROYAL SUITE 75000 MAHARAJA SUITE 150000 53 The above rates are not inclusive of taxes. The rates are subjects to charges as per the discretion of the hotel management. 12% luxury tax applicable on the above rates .

Comparison chart:

Comparison chart Budget Semi-luxury Luxury No.of.rooms 101 145 254 Type of room 4 3 10 Tariff 1675-2600 10000-16000 19000-150000 Cost of bed extra 600 750 1050 Facilities 6 18 25 Permit room 0 1 1 54

Task 2 (p2):

Task 2 (p2) The range services provided by the front office department to a specific type of guest( DFIT,FFIT,CVGR&CIP ) from the time that he has made his booking until he settles his account during departure. This should be applicable of the each stage of the guest. My guest segment is FFIT 55



Stages of Guest cycle:

Stages of Guest cycle 57

Reception :

Reception 58

Reservation of procedure for FFIT:

Reservation of procedure for FFIT Complete name of the guest: Last name middle name first name. Address. Birth certificate. Contact number. E-mail ID. Occupation. Destination. Arriving form. Mode of arrival. Proceeding more arrival. Confirmation letter. Time of arrival. Time of departure. Arrival date and arrival departure. Number of packs. Covers. Number of room. Type of rooms: Tariff(rack rate, room rate). Mode of payment. 59

Additional information for FFIT:

Additional information for FFIT Passport number. Visa number. Driving license. Place of issue. Date of expiry. Number of days in country. Purpose of visit. Reservation Transferred to hotel dairy. Updated in density chart. Confirmation voucher issued to guest. Method of guarantees. Nationality. Gender. 60

Pre-Arrival :

Pre-Arrival Take all the document pertaining the foreigner . Check for expected arrival list for the house position. Check foreigner requirement from the voucher or confirmation letter, and note any special rooming requirement. Block room in the room rack and inform house keeping to make the room ready before the arrival of the foreigner. Ensure that keys of particular rooms are available at the reception. Inform to concerned person to make arrangement for traditional welcome. Inform to barman to keep the welcome drink ready. Take final room clearance from the housekeeping. Have 3 copies of naming list ready and make tentative room allocation on the naming list with pencil. Have 3 copies of the passport list ready. Prepare welcome card along with room keys. Check the amenities provided to be provided in the room. Inform to bell captain the expected time of arrival. Check for any mail or message for the foreigner. Pre-register the guest. 61

Check in:

Check in Guest is made reservation and check in. As soon as guest enter to reception. Extend the traditional welcome to the guest. Ascertain room requirement, cross check with the movement list. Hand over the guest registration card(GRC) along with an open pen to the guest. Assist the guest in filling up the GRC. Ensure that you have all the details on the GRC filled in properly. Especially for FFIT complete “passport” details of the foreigner and “certificate of registration” who stayed 90 days in India. Guest signature. They shouldn't give GRC to FFIT after sign, Bell captain is concern with c-form. He will fill and sent to police commissioner office with help of bell boy. Police commissioner will check the information and send to FRRO (foreign regional registration office) FRRO will register foreign details and send to particular embassy. Check the baggage count from the bell boy and inform the same to the guest. Note down the number of bags on the GRC. Hand over the resident card to the guest and request him to sign it. Explain the location of the room to the guest. Bell boy helps the guest to carry their baggage to their room. Bell boy related to the bell desk and bell captain will be the incharge of the bell desk department. Wish pleasant stay 62

Service provided by front office during guest stay:

Service provided by front office during guest stay Front office: Electronic safe deposit locker. Currency exchange. Letter or message handling to the particular department. Prepare bills what all the transactions. Bell desk: Miscellaneous jobs: Giving newspaper. Getting medicine. Buy movie tickets for guest. If guest wants to send any letter then bell boy helps the guest. Telephone department: Wake up call Active and diactive call. Raise the charge voucher. Transfer the receive calls. Travel desk: Provide information about the transport. Best mode of transport for guest. 63

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Reservation department: If the guest want to reserve the room for future the reservation department will help to guest. The guest can clear dought. Front office cashier: He will create guest folio . Information desk: Guest can clear various dough's to information desk If any email, or courier or fax information desk will help. 64

Departure :

Departure When a guest arrives, the doorman buzzes the Bell Captain Desk for a bell Boy. The bell boy should wish the guest and collect his baggage and bring it into the lobby via the baggage entrance and place baggage at the bell desk which is located normally opposite the Reception counter. The bell boy should wait for the guest to register at the front office. If the hotel has tags to identify baggage these should be attached to the baggage. Inform scanty baggage to the lobby manager or front office. The Information counter at the front office will indicate that the guest has been allotted a room by handing over the errand card which mentions the room number. The room key is also handed over with the errand card. Bring to the guest’s attention any baggage damaged to protect the hotel from blame. Guest Arrival Errand Card. 65

PowerPoint Presentation:

Lead the guest to his room along with his baggage. Some hotels have separate baggage elevator The bell boy should open the door of the guestroom and let the guest enter first. After positioning the baggage at the allotted rack in the room, the guest must be told where the floor-lights are located, channel music, air-conditioning/central heating thermostat control, internal locking system, etc. are located. Offer any other help and if not required, wish the guest a pleasant stay. Do not solicit for tips. Report back to the bell desk. 66

Task 3 (p3a):

Task 3 (p3a) Explain the functions of the sub-department in the housekeeping department and also explain the importance of this department in terms of revenue contribution to the hotel. 67

Organisational Housekeeping department:

Organisational Housekeeping department Executive housekeeping 68 Horticulture Manager laundry service Assistant housekeeping Manager linen room service Horticulture supervisor Gardeners Launders Laundry supervisor Desk supervisor Guest area Public area Linen room Linen room supervisor Seem stress

Sub department:

Sub department Housekeeping: This equally important to front office. This department is backbone of hotel. Front office department won’t give a room without contact housekeeping department. They will clean the room and after floor supervisor see and give the report room is ready. If housekeeping doesn’t do the work properly hotel will go on loss. They will services to guest also. Executive housekeeper: Planning, organizing and co-ordinate the work of his staff. Recruiting, new staff and inducting them into proper training programmes. Dismissal of staff when they are found unsatisfactory. He expected to supervise in hotel. He is expected to pay courtesy calls to long staying guest. He is the responsible for guest amenities. He prepare the annual housekeeping budget. He maintain records of contracts staff and those who work on daily wages. 69

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desk control : Coordinates between in-house guest and of rest of the department of hotel. Desk supervisor control the lobby. In-house department takes responsible for food and beverages. It operated 24 hours. Messages are transmitted and received to and for all department of the hotel including guest calls. Desk control maintains guest call register, attendance register, lost and found register, maintenance, log book. Handle the all guest complaints and request problem . Laundry services: He wash the soiled linen etc. Laundry service will provide for guest also. They will use the particular branded detergent to clean the cloth . Horticulture: Horticulture work to outside agency. They maintain garden and supply fresh flowers to hotel on daily basis. 70

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Linen supervisor: He maintained records of linen and uniform issued and received. He keeps an update of the inventory stock on monthly basis. He deals with any requests or complaints made by the staff or guest of the hotel and passes it on the laundry department. He check the standard of cleanliness and hygiene maintained for housekeeping. He maintains proper storage place. He assigns daily work to tailors. 71

Importance of housekeeping:

Importance of housekeeping Housekeeping is a department that deals essentially with cleanliness and all the ancillary services attached to that. Cleanliness is important for health foremost and also for well being. One cannot feel comfortable is an environment that is not clean and well ordered. The hygiene of housekeeping is essential. One can clean by dirty methods, but in our courses we have to stress and demonstrate clean and correct methods. They hygiene factor must always present. House keeping in hotel provides the accommodation for the guest. A guest spends more time alone in the room than he spends alone in any other part of the hotel therefore he can check on the standards of cleanliness of a room and he doesn't find it clean then he would loose his confidence in the hotel and change over to another one. The guest linen provide in the room should also be of superior quality and hygienically cleaned as the guest is going to touch it to his body. Dirty linen is unforgiving in any hotel. The pillows and the mattress as well should be checked before letting out the room for the next guest. Housekeeping provides second services as per the request of the guest. Other service3 provided are laundry , dry cleaning, pressing, shoe polishing, valet service, etc. Now days in most hotels, the maximum revenue comes from the sale of rooms, therefore stress must be paid to proper cleanliness of guest rooms and all public areas which are in continues contact with guest. Cleanliness involves health which is happiness in our life, therefore it’s not something to be ignored at our homes as well as at our work place. 72

Task 3 p3b:

Task 3 p3b Analyze the range of services provide by the housekeeping department at each stage of guest cycle. My segment type is FFIT. 73

Task 3 P3b :

Task 3 P3b Analyze the range of services provided by the housekeeping department at each stage of guest cycle for FFIT. Services provided to FFIT. Ancillary services: Service are attached to the particular department. Laundry services. Valet services. Personalized services like taking people car and drive to parking lot. If the guest ask water housekeeping would come and provide water from pantry Face towel. Bath towel. Hand towel. Foot mat. Evening service. Secondary cleaning if guest needed or touch up cleaning. Shoe polish 74

Housekeeping services provided to FFIT:

Housekeeping services provided to FFIT VIP 1 Heads of state, minister , high ranking government delegates, national and international dignitaries, etc Full bar setup, large flower arrangement, large fruit basket, chocolates, bathrobe, slippers, and others Personal amenities. 75 Guestroom amenities Bathroom amenities Stationery Facial soap Postcards Bath soap or shower gel Pens Gel Laundry bags Shampoo Utility bags Moisturizer Packets of coffee or tea or sugar and powdered creamer, stir sticks, Shower cap Chocolates or mints. Shoe mitt or shoeshine kit

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Bathroom amenities Hair conditioner Cologne After shave Razor Amenities container 76

Standard room:

Standard room 77 Twin bed Head board Table and desk Telephone Bedside lamp Wardrobe Television Minibar Air conditioner Bathroom

PowerPoint Presentation:

78 Queen size bed king size bed


conclusion This assignment had helped me a lot to understand about domestic and international hotels, facilities, services and front office, house keeping. it also gave me knowledge about the hotel industry. I take this humble opportunity to thank the Frankfinn Institute for giving me such a great exposure to the hospitality industry 79

Bibliography :

Bibliography Hospitality modules Google images Hotel Visits. Self General Knowledge 80

PowerPoint Presentation:

Assignment on hospitality Unit 8 hospitality-food and beverage operations. Submitted by: S.Arvinth. Submitted to:Mr. Sunny. Submitted on :2/12/2010. Batch code: H5. Center: FAIT Koramangala,Bangaloore . 81


content Task 1 (p1a) Task 1 (p1b). Task 2 (p2a). Task 2 (p2b). Task 3 (p3a). Task 3 (p3b). Task 3 (p3c). Task 4 (p4a). Task 4 (p4b). Task 5 (M). Task 6 (D). 82

Acknowledgement :

Acknowledgement I am very thankful to everyone who all supported me, for I have completed my assignment effectively and moreover on time. I am equally grateful to my trainer Mr. Sunny. He gave me moral support and guided me in different matters regarding the topic. He had been very kind and patient while suggesting me the outlines of this assignment and correcting my doubts. I thank for his overall supports. Last but not the least, I would like to thank my parents and my friends who helped me a lot in gathering different information, collecting data and guiding me from time to time in making this assignment. Despite of my parent's busy schedules ,they gave me different ideas in making this project unique. I put a effort to complete and make it a great project. Thanking you Arvinth.s 83


Introduction This assignment includes the three outlets of food and beverages department, three course menu with its cover, manufacturing process, categories or types, manufacturing countries and popular brand names of tea and brandy, flight catering, about breakfast ,lunch and dinner and all about conducting a new year party. 84

Task 1 (p1a).:

Task 1 (p1a). With the help of a comparison chart and picture exhibit how different outlets (at least 3 outlets) meet the needs of different type of guest . Find your present findings. 85


outlets For the assignment, I visited three outlets. These are as follows: I visited three outlets Adyar ananda bhavan. Ammi’s briyani. KFC 86

Adyar ananda bavan:

Adyar ananda bavan 87

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About adyar ananda bavan:

About adyar ananda bavan Adyar Ananda Bhavan (also known as A2B or AAB ) is a chain of confectioners headquartered in adyar, Chennai, India. The founder of adyar ananda bavan is K.S. Thirupathi Raja which is now run by his sons K.T. Srinivasa Raja and K.T. Venkatesan. The company has outlets in the following cities: In Tamil Nadu : Chennai, Kanchipuram, Salem, Erode, Madurai, Trichy, Coimbatore, Tirupur. In other states : Bangalore, Pondicherry, Delhi. Name of the manager is satyam. Totally 65 staffs are working. the first branch in Bangalore is malleshwaram. The head office for Bangalore is srirampuram. The people are visiting to the hotel like: North Indians. Andhras. Tamiliens. Keralites. Bangaloriens. 89

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Branches in Bangalore. Malleswaram. Indira nager BTM layout. South end road. Majestic. Ganganager. Magadi main road. Gandhi bazaar. Koramangala. Bashyam circle. Observation report: They have CCTV security system. service is sliver spoon service. The Ambience was casual. The menu type was A La Carte. The service was quick. They serve Non Alcoholic Beverages. It opens at 0900hrs and closes at 2300hrs. Nearly 1000 customers are visiting daily. The table setup is fair. Problem facing like parking and in-convince place. 90

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Ammi’s briyani:

Ammi’s briyani 92

Ammi’s briyani :

Ammi’s briyani ammis briyani is a chain of confectioners headquartered in koramangala. the outlet was first opened in Koramangala. Ammi`s biriyani is the only place which serves traditional Muslim biriyani in Bangalore. Cooking of biriyani is an art and the expert chefs of this place have tried to recreate it with the same precise perfection. Tastes from kitchen of Tippu sultan. It following traditional recipe with its royal heritage spanning generations. Designed & maintained by: greyapple. Door delivery and silver spoon service. I assumed that only people there would be the privileged lot for this takeaway service. Ammi's biryani had recently started making their biryanis in basmati. It opens at 0900hrs and closes at 21:00hrs. Branches in Bangalore: Bannerghatta. Koramangala. Marathalli. Cunningham road. Sarjapur road. HRBR Layout. 93

About ammis briyani:

About ammis briyani 94 MENU CARD A l a CARTT Valet Parking No Home Delivery Call 25717777 Alcohol No Veg/Non-Veg: Non-Veg Catering Yes Credit Cards Accepted Yes Food coupons accepted Sodexho Type of guest All people

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About KFC:

About KFC KFC Corporation ( KFC ), founded and also known as Kentucky Fried Chicken , is a chain of fast food restaurants based in Louisville, Kentucky, in the United States. KFC is the world's most popular chicken chain and everyday they serve more than 12 million customers in more than 14,000 restaurants around the world. KFC primarily sells chicken pieces, wraps, salads and sandwiches. While its primary focus is fried chicken, KFC also offers a line of grilled and roasted chicken products, side dishes and desserts. Outside North America, KFC offers beef based products such as hamburgers or kebabs, pork based products such as ribs and other regional fare. The company was founded as Kentucky Fried Chicken by Colonel Harland Sanders in 1952, though the idea of KFC's fried chicken actually goes back to 1930. Type Wholly owned subsidiary Industry Fast food Genre Southern fried chicken Founded 1930 (original) (North Corbin, Kentucky) 1952 (franchise) (South Salt Lake, Utah) Founder(s) Harland Sanders Headquarters Louisville, Kentucky, U.S. Key people Roger Eaton, President Harvey R. Brownlea, COO James O'Reilly, VP for Marketing Products Fried chicken, grilled chicken, related Southern foods Revenue $520.3 million USD (2007)[1] Employees 24,000 (2007)[1] Parent Yum! Brands website 97

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Cafeteria Service The ambiences are casual. The table layout is good. The service was quick. They serve Non Alcoholic Beverages It opens at 0900hrs and closes at 21:00hrs. 98

Comparison chart:

Comparison chart 99 A2B Ammis briyani KFC Seating capacity 20 20 40 Staff 25 10 12 Crocurry Stainless Stainless Stainless Alcohol no no No Year of established 1975 1995 1952 Type of service Sliver service Sliver service Cafeteria service Types of food South and north Indian cuisine South Indian cuisine Us cuisine Manufacture Pre-prepared On prepared Pre-prepared Timings 9.00-22.00 9.00-21.00 9.00-21.00 A/C zone No Yes Yes Finger foods yes No Yes

Task 1 (p1b):

Task 1 (p1b) Describe the different type of services and demonstrate the table layout done at the outlets visited by me 100

Adyar ananda bavan.:

Adyar ananda bavan. Silver Service : The table is set for hors d'oeuvres, soup, main courses and sweet dish in sterling silverware. The food is portioned into silver platters at the kitchen itself which are placed at the sideboard with burners or hot plates to keep the food warm in the restaurant. Plates are placed before the guest. The waiter then picks the platter from the hot plate and presents the dish to the host for approval. He serves each guest using a service spoon and fork. All food is presented in silver dishes with elaborate dressing. 101

Ammi’s briyani:

Ammi’s briyani American Service : The American service is a pre-plated service which means that the food is served into the guest's plate in the kitchen itself and brought to the guest. The portion is predetermined by the kitchen and the accompaniments served with the dish balance the entire presentation in terms of nutrition and color. 102


KFC Cafeteria Service : To facilitate quick service, the menu is fixed and is displayed on large boards. The guest present them to the counter waiter who then serves the desired item.. The food is served pre-plated and the cutlery is handed directly to the guest. Guests may then sit at tables and chairs provided by the establishment. Sometimes high tables are provided where guests can stand and eat . 103

Adyar ananda bavan table layout:

Adyar ananda bavan table layout Square size wooden table. Wooden chair. Cruet set Tissue paper. Side station. 104

Ammi’s briyani:

Ammi’s briyani Square size table Chair.. Cruet set Tissue paper. Menu card 105

KFC table layout:

KFC table layout Table and chair 106

Task 2 (p2a):

Task 2 (p2a) Prepare table D hote menu card for specialty restaurant and a break fast menu with brief description of the components which go into making of the dish. 107


CHETTIENAD CUSINE TABLE D HOTE FOR LUNCH 108 Starter crab meat soup crab meat and prawn Seasoning in a bowl, mix well and let them marinate and Drizzle into Chinese cooking wine Starter Nethili Fish fry Nethili fish add turmeric and garlic paste deep fry shallow pan

crab meat soup Nethili Fish fry :

crab meat soup Nethili Fish fry 109


MAIN COURSE 110 Main Courses The naatu kozhi chettinad chicken pieces cooked in a gravy of onions and tomatoes flavored with curry leaves coriander and ground spices Main Courses Chettinad Mutton Curry lamp meat with shallots paste and marinate deep fry in griddle plate

The naatu kozhi chettinadu Chettinad Mutton Curry :

The naatu kozhi chettinadu Chettinad Mutton Curry 111


DESSERT 112 Desserts Rice payasam boiled milk add sugar and cooked rice Desserts Beetroot Halva boiled milk with cardamom powdered with sugar

Rice payasam Beetroot Halva :

Rice payasam Beetroot Halva 113


BREAK FAST MENU 114 Starter Vada Black gram and rice paste deep fry . Starter Aloo bonda Black gram and rice paste with stuffed aloo and deep fry.

Vada Aloo bonda :

Vada Aloo bonda 115

Main course :

Main course 116 Main course Idly Steam rice batter with coconut sauce. Main course Dosai Rice batter shallow fry

Idly Dosai :

Idly Dosai 117

Dessert :

Dessert 118 Dessert Tea Boiling milk with caster sugar and caster tea Dessert coffee Boiling milk with caster sugar and caster coffee

Tea coffee:

Tea coffee 119

Task 2 (p2b):

Task 2 (p2b) Compare the components of the dishes mentioned in the menu you have prepared 120

Compare the components :

Compare the components 121 Nethili fish fry Vada Nethili fish Urad dal Turmeric powder Chopped Onion Chilly powder Green chilies Ginger Curry leaves Garlic paste Black pepper corn Salt Ginger Oil Salt Oil and baking soda

Task 3 (p3a):

Task 3 (p3a) Specify the different methods of cooking used in the dishes which you have selected for the menu planned in the earlier task. 122

Methods of cooking:

Methods of cooking Nethili fish fry Deep fry: Cooking of food in pre-heated deep oil or clarified fat in a wok or deep pan Vada : Deep fry: Cooking of food in pre-heated deep oil or clarified fat in a wok or deep pan 123

Task 3 p3b :

Task 3 p3b Explain with the flow chart, the basic planning required by a flight catering unit and the airline before providing food on board. 124

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food reception: The various kind of food are stored in storage. There are two kinds of storage cold storage and dry storage. The security will check the foods. Cold storage : the keeping of something in a refrigerator or other cold place for preservation… E.g.: dairy products,alchololic,soft drinks 126

Dry storage: oil, flour, rice, under ground vegetables. Spicy items. :

Dry storage : oil, flour, rice, under ground vegetables. Spicy items. 127

Food pre-preparation including thawing: food should be prepared before and include cold products:

Food pre-preparation including thawing : food should be prepared before and include cold products 128

Hot kitchen: The place food should be cooked hot :

Hot kitchen: The place food should be cooked hot 129

Blast chiller: A machine used in flight kitchens to cool food rapidly by circulating very cold air over it. :

Blast chiller : A machine used in flight kitchens to cool food rapidly by circulating very cold air over it. 130

Chilled storage: :

Chilled storage: 131

Tray assembly :

Tray assembly 132

Dispatch: send of the goods to a truck :

Dispatch : send of the goods to a truck 133

Loading on aircraft: the goods loading onto aircraft. :

Loading on aircraft : the goods loading onto aircraft. 134

The basic planning required by a flight catering unit:

The basic planning required by a flight catering unit Normally flight kitchen use the cooked chill system for the preparation of cooked items. Cooked items are then rapidly chilled in blast chillers according to the association of European airlines (AEA) 1996 within 4 hours 65? C to 10 C, and d according to LSG-Hygiene institute (1997) from 60 C to 5 C. A cold kitchen is used for the preparation of snacks, appetizers, salads, and dessert.untill portioning and packing, all prepared items kept chilled. After making up the meals trays are loaded into a trolley for the flight. If necessary trolley is loaded into a trolley with dry ice in to minimize the temperature rise in the aircraft galley before the food is served. AIRCRAFT GALLEY 135

The airline before providing food on board:

The airline before providing food on board Food storage and preparation for serving takes place in aircraft galleys, which mostly have very limited space and equipment for this purpose. In common with any kitchen, a galley has to, provide the following : cold storage areas. Regeneration ovens Water boilers. Beverage machines. Stowage. This are the way providing food on board. 136

The airline before providing food on board:

The airline before providing food on board Cold storage area Regenerations ovens 137

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Water boilers: Beverage machines: 138

Stowage: :

Stowage: 139

Trolley :

Trolley 140

Task 3 (p3c):

Task 3 (p3c) Analyze the importance of various health and safety standards which are strictly followed during the process. 141

The Seven HACCP Principles :

The Seven HACCP Principles Conduct a hazard analysis: Plants determine the food safety hazards identify the preventive measures the plant can apply to control these hazards. Identify critical control points: A critical control point (CCP) is a point, step, or procedure in a food process at which control can be applied and, as a result, a food safety hazard can be prevented, eliminated, or reduced to an acceptable level. A food safety hazard is any biological, chemical, or physical property that may cause a food to be unsafe for human consumption. Establish critical limits for each critical control point: A critical limit is the maximum or minimum value to which a physical, biological, or chemical hazard must be controlled at a critical control point to prevent, eliminate, or reduce to an acceptable level. Establish critical control point monitoring requirements: Monitoring activities are necessary to ensure that the process is under control at each critical control point. FSIS is requiring that each monitoring procedure and its frequency be listed in the HACCP plan. 142

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Establish corrective actions: These are actions to be taken when monitoring indicates a deviation from an established critical limit. The final rule requires a plant's HACCP plan to identify the corrective actions to be taken if a critical limit is not met. Corrective actions are intended to ensure that no product injurious to health or otherwise adulterated as a result of the deviation enters commerce Establish record keeping procedures: The HACCP regulation requires that all plants maintain certain documents, including its hazard analysis and written HACCP plan, and records documenting the monitoring of critical control points, critical limits, verification activities, and the handling of processing deviations. Establish procedures for verifying the HACCP system is working as intended: Validation ensures that the plans do what they were designed to do; that is, they are successful in ensuring the production of safe product. Plants will be required to validate their own HACCP plans. FSIS will not approve HACCP plans in advance, but will review them for conformance with the final rule. Verification ensures the HACCP plan is adequate, that is, working as intended. Verification procedures may include such activities as review of HACCP plans, CCP records, critical limits and microbial sampling and analysis. FSIS is requiring that the HACCP plan include verification tasks to be performed by plant personnel. Verification tasks would also be performed by FSIS inspectors. Both FSIS and industry will undertake microbial testing as one of several verification activities. The occurrence of the identified food safety hazard . 143

Task 4 (p4a):

Task 4 (p4a) Choose any 1 alcoholic beverage and present the following information in the form of slide/PPT. A ) manufacturing processes. B ) categories or types. C ) manufacturing countries. D ) popular brand names. E ) service standards and the correct glassware. 144

An alcoholic Beverage I selected for the assignment. Vodka :

An alcoholic Beverage I selected for the assignment. Vodka 145


MANUFACTURING PROCESS OF VODKA Selecting Materials The Vodka’s producing process begins with the selecting materials process. In this introductory step, a wide range of staples such as grain, rye, wheat, potatoes, molasses, soybeans, grapes and sugar beets will be selected to produce a specific Vodka. This step is considered really important because different materials mean different Vodka’s flavor. 146



Keeping the Mash Sterile After picked the materials:

Keeping the Mash Sterile After picked the materials It is critical to pasteurize all of these mashes in order to prevent the growth of undesirable bacteria, which is able to impoverish the production of vodka, and clean up any dirt and griminess from materials. The sterilization process is executed by heat up the mashes until it reach boiling point. After that, some Lactic acid bacteria will be added into the mashes in order to increase the acidity level needed for the vodka fermentation process in the next step. 148

Keeping the Mash Sterile After picked the materials:

Keeping the Mash Sterile After picked the materials 149

The Fermentation Process :

The Fermentation Process When the materials are completely cleaned, these sterilized materials will be transferred into stainless steel tanks where yeast is prepared to add into them. After yeast was added, the tanks will be sealed tightly and left in fermentation for four days. The yeast which contains enzymes will transform the materials into liquid form which is called “ethyl alcohol”. When the process is completed, this ethyl alcohol will be passed to the next step 150

The Fermentation Process :

The Fermentation Process 151

The Distillation Process :

The Distillation Process After the fermentation process, the “still master”, the person in charge of distilling vodka and directing its filtration, will carefully inject the ethyl alcohol to a column or pot still. The stainless still is encompassed with vaporization chambers stacked on top of each other. Inside them, the alcohol is continuously heated up with steam until the vapors created from the heat are released and condensed. After that, the alcohol vapors will rise to the top vaporization chambers where they are accumulated 152

The Distillation Process :

The Distillation Process 153

Liquefying the Alcohol Gases :

Liquefying the Alcohol Gases At this step, the vapor or “fine spirit” which is produced by the distillation process, is still contain too much amount of alcohol between 95%-100%, it’s not for safe drinking. In order to make them drinkable, a specific quantity of water will be added into fine spirit, diluting the alcohol concentration from 100% to 40%. Finally, the excellent beverage which is known as vodka will be emerged and ready to send for flavoring and packaging. 154

Liquefying the Alcohol Gases :

Liquefying the Alcohol Gases 155

Packaging or Bottling :

Packaging or Bottling The final step of vodka manufacturing process is bottling the vodka. In order to preserve vodka’s flavor, a glass bottle is strongly required for storing vodka. Because glass does not interact with the beverage differ from plastic bottles which would cause a chemical reaction that will eventually affect the taste of vodka 156

Packaging or Bottling :

Packaging or Bottling 157


TYPES OF VODKA Kubanskaya - Vodka flavored with an infusion of dried lemon and orange peels. Limonnaya - Lemon-flavored Vodka , usually with a touch of sugar added. Okhotnichya -"Hunters" Vodka is flavored with a mix of ginger, cloves, lemon peel, coffee, anise and other herbs and spices. It is then blended with sugar and a touch of a wine similar to white port. Most unusual Vodka. Pertsovka -Pepper-flavored Vodka , made with both black peppercorns and red chili peppers. Starka - "Old" Vodka , a holdover from the early centuries of Vodka production, which can be infused with everything from fruit tree leaves to brandy, Port, Malaga wine, and dried fruit. Some brands are aged in oak casks. Zubrovka - Zubrowka in Polish; Vodka flavored with buffalo (or more properly "bison") grass, an aromatic grass favored by the herds of the rare European bison 158




VODKA MANUFACTURING COUNTRIES Belarus The United States Finland Russia Canada Ukraine Caribbean Poland Japan 160


POPULAR BRAND NAMES Absolute Belvedere boru chopin circi effen iceberg vodka Finlandia Grey Goose Skyy Smirnoff Three Olives 161


POPULAR BRAND NAMES 162 Crystal vodka


PROCEDURE OF SERVING VODKA Vodka should be poured from a bottle that has been well chilled in the refrigerator or freezer. Service staff will circulate with tray/salvers/trolley of drinks of all kinds. Ice in Ice-Bucket, Soda, Tonic water and water in small jugs will be circulated along with Vodka served in shot glass and will be served as per the Guests’ requirements. In a Highball glass, Put ice, and pour in the Vodka and tonic water. Stir lightly with Swizzle stick and Garnish with Lemon or Orange slice. Serve with stirrer. Taste the vodka with some food, especially breads, potato dishes, salty dishes. 163

Correct glassware for vodka :

Correct glassware for vodka 164 Boris vodka glass Crystal vodka glass short glass

Task 4 (p4b):

Task 4 (p4b) Demonstrate your knowledge of preparation the service standards of any one non alcoholic beverage chosen by you by dreaming the correct glassware in which floor people should be served and writing down the stepwise the right method of serving these beverage along with accompaniments and garnishes 165

Procedure of serving non alcoholic :

Procedure of serving non alcoholic I selected non alcoholic beverage is tea PROCEDURE OF SERVING TEA Gather the essentials for any proper tea. A teapot of silver or bone china, a kettle to boil the water, a teapot, a sugar bowl and cream pitcher. Use tongs for sugar cubes, a sugar spoon for granulated or raw sugar crystals. Arrange the tea pot, sugar bowl and pitcher on a silver tray. Additional trays may be needed for serving, depending on the size of your gathering. Use your best china cups, saucers, spoons. If serving loose tea, you will also need an infuser (steeper). Provide guests with a selection loose teas or tea bags. Provide individual infusers for each guest, if a variety of loose teas are served. If you serve only one type of tea, brew it in the pot. If serving several types, fill the pot with boiling water 166

Glassware :

Glassware 167


CONCLUSION The assignment was a very great so CONCLUSION The assignment was a very great source of knowledge for me. From the assignment, I come to know about various outlets. I also learnt how to make menu card, table layout, Classical menu and Flight Kitchen. I got to know, the cooking methods and how an alcoholic and a non alcoholic beverage is made and served. I was also able to give solution to an unusual circumstance. So, I can conclude that the assignment was a great learning experience for me which will definitely help in years to come. 168

Bibliography :

Bibliography Google images Google Hospitality module. Self knowledge 169

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