MARISHA BHARAT CHHEDA
RIZVI COLLEGE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY
DURATION OF TRAINING
FROM 1ST MAY, 2009 TO 1ST NOVEMBER, 2009
NUMBER OF WEEKS
DURATION IN EACH DEPARTMENT
FOOD AND BEVERAGE SERVICE : 4 WEEKS FOOD PRODUCTION : 4 WEEK HOUSE-KEEPING: 6 WEEK BUTLER SERVICE : 4 WEEK
It All Started On 1st may, 2009 When I Got an Opportunity to Get My Industrial Training In J.W.MARRIOTT JUHU Mumbai-400080
I Was Trying Hard To Get My Self Placed In an Excellent Establishment But It Was Sheer Confidence Of Our Training Coordinator Mrs. Neelam Paul On My Potential Who Gave Me My First Break Thru. I Would Also Like To Thank Our Honorable Principal, Mrs. Riya who accepted my Application for Training.
It Is My duty To Thank MR. SHIV BOSE, Training Manager of Hotel J.W.MARRIOTT Who Responded to Our Call in the Most Helping Nature and Incorporated Me in Great Industry.
And At The Last But Not Least I Would Also Like To Thank All My Colleagues, Seniors & Staff Members Who Helped Me To Complete My Training Successfully And Gave Me Knowledge & Experience Which Would Act Like A Solid Base For My Career.
Experience Mumbai's most talked about international business and leisure 5 star hotel - The JW Marriott Mumbai. Located in the fashionable up-market Juhu area and overlooking the scenic waters of the Arabian Sea, JW Marriott Mumbai is the favorite hotspot of Bollywood celebrities and stars. The world class resort style hotel is just 20 minutes from the domestic and international airports and is in close proximity to Mumbai's major business parks. The Hotel is home to the only one of its kind spa in Mumbai - The Quan Spa and the stylish nightclub - Enigma. With world class Food and Beverage offerings, the Hotel houses India's finest Italian, Thai, Teppanyaki & Indian restaurants and bars. JW Marriott Mumbai is the ultimate destination for meetings and events, from weddings to gala dinners
TITLE: GROOMING (For Male Staff) PROCEDURE STANDARD HAIR
Should always be in good condition and well styled. Colour should be natural and re-growth well maintained. Spiky / crew cut styles or shaven heads not allowed. Length must be above the shirt collar. Gel / mousse permitted however must not look greasy. Hair must be cut every twenty days. Hair sticking out or over the shirt collar not permitted. Only Royal blue turban must be worn.
Must be neat and well trimmed. A clean ± look is essential. Must not extend past the corner of the mouth. Outline of top lip must be visible.
Permitted for Sikhs only. Beard must look neat should be gelled and tied Back. Should be well groomed. Men with a heavy Facial Hair should carry shaving Kit. Not longer than mid ± ear, not shorter than top ear. Flares or Mutton Chops are unacceptable.
Hands must be well manicured and stain free. Fingernails and pedicure toenails must be kept short. Fingernails must be clean and presentable at all times.
CHAIN EARRINGS RINGS WATCH
Chain if worn should not be visible. Not Permitted. Only two ± moderate in size and design, with or without gemstones are permitted Mandatory to be worn for flight duties. Large flash / stone studded / sports watches not permitted. Straps may be black / gold / silver. Diameter of the dial should not exceed 3 ½ cms A conservative, business style watch is permitted.
No Bracelets are permitted. Kada is permitted. Must not be worn in side the aircraft / terminal building Frames / lenses should be of conservative design and color. The same must not be displayed as part of the Uniform worn. It is also unprofessional to rest them on the head or shirt pocket.
CONTACT LENSES NOTE
If required to be worn must be, of the Wearer¶s Natural eye colour. Religious threads if worn must not be visible. The dress code when traveling ACM / visiting the airport / Company. Premises is strictly ± Business Casual
/ Uniform as per company requirement. During Duty hours, Paan Chewing, Eating Paan Masala, Supari or Chewing Gum is prohibited.
GROOMING FOR FEMALE STAFF HAIR
Should always be in good condition and well styled. Perms are allowed, but no wild or exaggerated styles permitted. Streaking and highlighting are permitted but only after consultation with the grooming head. Very short Hair must be trimmed every fifteen to twenty days.
SHORT HAIR LONG HAIR NO MID LENGTH ALLOWED FRINGE
Spiky / crew cuts not allowed. Hair length should be above shoulder level. Chignon / French roll / Frencholait permitted. The ends of the plait should be neatly rolled in. A fine hair net must be used when wearing hair in a chignon.
If worn not touch the eyebrows. Hair Styles where the hair Falls on the forehead are not permitted.
X Rubber / elastic bands / Alice bands not permitted. X Gold / Silver / Coloured trimmings on combs / clips not permitted. > Wire / Plastic combs, slide clips, if worn, must be black. > Maximum of three combs / clips permitted and should be Co ± ordinate a maximum of four bobby pins permitted. X Only plain black U pins and normal pushpins allowed. X Comb clips / Ruffles nets should only be black in colour.
Must wear blusher, lipstick, eye liner. Makeup must be applied carefully and renewed / retouched when required.
Always apply blusher before eye Makeup, so that you know how mush to use. Dust a little translucent powder onto your face if you have an oily skin. Before applying powder colour to your face, tap the brush to dust off the excess. The entire face should be bleached once a month to ensure a clean look.
EYE MAKE UP HINTS LIPSTICK MANICURE
Eyeliner ± Shades of Black. Mascara is permitted. False eyelashes not permitted. Don¶t overdo the mascara; it can make your eyes look spidery. Shade of pink, plumb, rust, mauve, maroons are allowed. Brown shades are not allowed. Hands and feet must be well manicured / pedicure and stain free. Fingernails should be of uniform length and filed and kept clean. Toenails must be short and painted well. Nail polish is essential on fingernails. The nail polish colour regulation is strictly pearly white French manicure / or matching to the colour of Lipstick. Must apply 2 ± 3 coats of nail polish. Chipped nail polish and false nails not permitted. Henna (mehndi) / transfers / tattoos on hands / ankles / feet are not permitted. If nail polish not used, transparent varnish should be applied to give hands an attractive appearance.
Paint each nail with care and in three strikes: first, down the center, followed by strokes that fill in the sides.
Let each dry thoroughly before applying the next coat.
CHAIN EARRINGS RINGS BANGLES / KADA / BRACELET
Chain if worn should be concealed. It should be 18 inches and pendant size of thumb Nail. Only a single pair of pearl or gold studs permitted. Dangling earring should not be worn. Only two ± moderate in design, with or without gemstones are permitted. A maximum of 2 bangles or a gold kada or a bracelet is not permitted. If the Sikh ³Kada´ is worn, the bracelet is not permitted. No charms or identity bracelets allowed. Total width of the 2 bangles not to exceed ½ ³. Width of the kada not to exceed 1/3 ³.
Mandatory to be worn for flight duties. Large flashy / stone studded / sport watches not permitted. Straps may be black / gold / silver. Diameter of the dial should not exceed 2 ½ CMS.
No mixing of silver and gold jewellery. Must not be worn in side the aircraft / terminal building. Frames / lenses should be of conservative design and colour. The same must not be displayed as part of the uniform worn. It is unprofessional to rest them on the head / or uniform colours. Sunglasses are a block to inter Personal Communication with guest and are not to be worn in guest contact areas.
If required to be worn, must be of the wearer¶s natural eye colour.
Bindi if worn must be in oval shape or round shape either black / or matching with saree colour. Religious threads if worn must not be visible. Wearing of a Bindi is permitted only matching oval shape. The dress code when traveling ACM / visiting the airport / company premises is strictly ± Business Casual / Uniform as per the requirement.
The J.W. Marriott Hotel Mumbai Stands Proud Directly On Juhu Beach Close To the Mumbai Airport The Award Winning Quan Spa Features a Variety of Treatments and Packages and Has 3 Outdoor Pools and a Whirlpool Experience the Multi Cuisine Fine Dining Restaurants and the Ritzy Night Club Enigma
GUEST ROOMS IN DETAIL
Luxuriously appointed rooms with amenities that ensure a comfortable and
productive stay Experience the breathtaking view of the Juhu beach from the comfort of your rooms Enjoy the new Marriott Revive® Bedding Package with custom duvets and cotton rich lines The rooms provide high speed internet, 2-line phone and data ports for your convenience Enjoy daily replenished fresh fruits with complimentary coffee/tea maker in room Limited number of smoking rooms which are subject to availability
HIGH-SPEED INTERNET ACCESS
Public Areas: Wireless Guest Rooms: Wired, Wireless Meeting Rooms: Wired, Wireless
Juhu Beach (Situated next to the hotel, this is one of the most famous beaches in Mumbai) Chhatrapati Shivaji Terminus (CST) Gateway of India (Colonial symbol made to commemorate the visit of King George V & Queen Mary)
Marriott international operates More than 2800 hotels and resorts are the world NORTH AMERICA United states of America ASIA /PACIFIC Australia China Japan South Korea Europe France Germany Ireland United Kingdom Latin America and Caribbean Brazil MARRIOTT BRANDS FULL SERVICE LODGING Marriott Hotels And Resorts J.W.Marriott Hotel And Resorts Renaissance Hotel And Resorts Marriott Conference Centre Ritz- Carlton BVLGARI Hotel And Resorts Renaissance Club Sport Hotel And Fitness
SERVICE LODGING Courtyard By Marriott Fairdale Inn By Marriott Spring Hill Suites By Marriott EXTENDED STAY LODGING Residence Inn by Marriott Town Place Suites by Marriott Marriott Executive Apartment TIME SHARE Marriott vacation club international (MVCI) Horizons by Marriott vacation club Marriott grand residence club The Ritz- Carlton club
HISTORY OF MARRIOTT
Marriott¶s growth is the story of the great µAmerican dream¶ coming true. It¶s the story of a family business that started as a nine-seat root beer stand and grew into a multibillion-dollar corporation that is today a world leader in lodging and contact services. Starring out in life as a poor Utah farm boy, J. Willard Marriott graduated from the University of Utah in 1926. Using $1,000 in savings and additional funds borrowed from a friend. Mr. Marriott headed east to start his own business. On the same day that Charles Lindbergh made the first flight across the Atlantic on May 20th, 1927, Mr. Marriott opened his first root beer stand. He introduced Washingtonians to A & W root beer, a new drink for which he purchased exclusive franchise rights in the area. He was just 27 years old when he sold his first five-cent mug root beer.
Soon afterward, he returned to Utah to marry Alice sheets and they travelled to Washington in a model T Ford to operate the new business. Summer business was great, but cool weather soon caused root beer sales to falter. Chili con carne, hot tamales and barbecued beef sandwiches were quickly added to the menu, and the name ³Hot Shoppe´ appeared for the first time. The business prospered, and the Marriott¶s had seven outlets in the nation¶s capital by 1932. Despite the Great Depression, demand remained strong for the restaurant¶s budget-priced, family-style meals. Over the next several years, Mr. Marriott concentrated on expanding the Hot Shoppes and added in-flight catering and food service management to
the company¶s operations. In 1953, Hot Shoppes stock was first offered to the public. The first Marriott hotel, ³The Twin Bridges Marriott´, opened four years later near Washington¶s national airport. Designed to accommodate families and other automobile travelers, as well as business people using the airport, the first hotel was a tremendous success. Others soon followed in Dallas and Philadelphia. In 1964, Mr. Marriott named his oldest son, J. W .Marriott, Jr. President of the company, retaining the title of chairman and chief executive officer for himself. Although his son had full responsibility for operations, the elder Marriott remained active as chairman. J.W.Marriott, Jr. succeeded his father as chief executive officer in 1972. J. Willard Marriott died in 1985 at the age of 84. Associates mourned the death of a man who embodied the values and traditions that formed the foundation of Marriott Corporation.
When J.W.Marriott, Jr. became president he was 32 years old, and has served as executive vice president of the company and president of Hotel Division. At the same time, the corporation had grown to include 44 Hot Shoppes, 4 hotels and the airline catering service. Annual sales during that year touched $85 million and the associate count was 9,600. In 1982, when J.W.Marriott, Jr. celebrated the 25th anniversary as head of Marriott corporation, the company¶s growth reflected his leadership and adept management skills. The company¶s asset value reached $7.4 billion, nearly a 100-fold increase in 25 years, and the number of associates increases to more than 2, 20,000. The company became recognized as one of the best managed in America.
A new chapter in Marriott Corporation¶s history was written in 1993. To better position the company¶s business for future growth, Marriott
Corporation was divided into two separate companies- Marriott International. Inc and host Marriott Corporation. J.W.Marriott, Jr. Now heads Marriott International as chairman and president, while his brother Richard E. Marriott is chairman of host Marriott. Both companies pursue separate business strategies and objectives. Yet, both share a common and lasting heritage: the innovation and aggressive spirit that characterized J. Willard Marriott¶s modest business beginnings since 1927.
Today, ³Marriott´ is the world¶s leading hospitality company with over 2700
operating units in the United States and 67 other countries and territories. Marriott lodging operates and franchises hotels under the Marriott, J.W. Marriott, renaissance, residence Inn, Courtyard, Town place Suites, Fairfield Inn, Spring Hill suites and Ramada international brand names; operates Marriott executive apartments; provides furnished corporate housing through its exec stay by Marriott division; and operates conference centers. Other Marriott businesses include wholesale food distributions and the Ritz Carlton hotel company L.L.C. The company is headquartered in Washington D.C, and has approximately 128,000 associates.
INDEX FOOD AND BEVERAGE HOUSEKEEPING KITCHEN FRONT OFFICE CERTIFICATE APPRAISAL
FOOD AND BEVERAGE HIERARCHY
Food and Beverage Manager
Assistant food and Beverage Manager
STANDARD OPERATING PROCEDURES TASK: BRIEFING PROCEDURE:
Everyday, the briefing starts at 6.45Hrs. The Captains take the Briefings. The following topics are always discussed during the briefings: 1. Allocating sections. 2. Non-availability is discussed. 3. The restaurant sales are discussed. 4. Operational feed backs are discussed. 5. Every staff is assigned a particular job like looking into maintenance, looking into pantry cleanliness, etc., hence during the briefings, the assignments are checked. 6. The reservations of the day are also discussed. 7. The daily schedule can be decided which has to be discussed everyday:
TASK: SETTING SIDE STATIONS PROCEDURE
One staff is allocated the duty of checking the side stations. He is also responsible for proper stacking of all the side stations. The equal distribution of cutlery and crockery is done in each side station. Then the filling of toothpicks in toothpick holder, filling of straws in straw holders, filling of brown sugars & sugar sachets is also done at the side stations. Par stock for paper napkin, Doily¶s, match-box, HP sauce, Tabasco sauce, writing pads, Hotel pens, etc. is always maintained.
The side station is thoroughly set by the closing shift for lunch operation and also by afternoon shift for dinner operation. Cleanliness is kept utmost in mind. Viz. Cutlery should be well polished; teacups and saucers should be checked for cleanliness. The sauce bottle lids should be kept clean.
TASK: SERVICE OF WINE BY BOTTLE
Wipe the lip of the bottle with a serviette. The bottle is held firmly in the right hand with the label directed towards the guest. If white / rose / champagne, then a napkin is collared around the bottle to prevent the wine from getting warm with the heat of our hand Pour about 30 ml of wine into the host's glass for approval. The wine should be poured into the center of the glass with the bottle held above not touching the glass, then twisted & lifted straight up. After the host has approved the wine, fill the guests¶ glasses starting with the lady guest immediately to the left of the host moving clockwise round the table. Complete the service by serving the host last. When all the glasses have been filled, place the remaining white / rose / champagne next to the table in a wine cooler with its stand. If red then leave the bottle on the table. Remove the B & B plate with the cork. Keep an eye on the guest¶s glasses when they are only 1/3rd, then top them up. When the bottle is empty, clear it away and ask the host whether they require another bottle of the same wine or another one from the wine list. If the same wine is ordered again then repeat the procedure without the tasting. If a new wine is ordered then change glasses.
TASK: OPENING CHAMPAGNE BOTTLE PROCEDURE:
Take the bottle firmly in hand, holding at a 45 degrees angle at waist height away from the guest¶s face. The angle helps reduce the pressure on the cork Hold the bottle firmly with your left hand and with your right hand locate the wire ring on the agraffe (muzzle or cage), and untwist it. Remove foil and cage, holding the cork in place with the thumb of your left hand as an extra precaution. Take a service cloth in the palm of the right hand and with it cover and firmly hold the cork. Hold the base of the bottle with your left hand and twist it to loosen the cork. Ease the cork gently out of the bottle into the palm of your right hand. Always turn the bottle and not the cork. Wipe the lip of the bottle with your service cloth. Hold the bottle on the side of the bottle and serve the champagne. Alternatively the bottle may be held with the thumb in the punt with the fingers spread out to support the body of the bottle.
TASK: SERVICE OF LIQUEURS AND APERITIFS PROCEDURE:
y A steward has to have a thorough knowledge about the aperitifs and the liqueurs available in the bar. y y y All aperitifs have a standard measure of 60 ml and are not served in 30 ml. Liqueurs are served in 30 ml and 60 ml. Before serving the guest, the steward is supposed to ask him as to how would he like to have his drink. y The steward should have the thorough knowledge of the Items that go best with the drinks and also the traditional way of serving them. y The following are the examples of the different types of aperitifs and liqueurs served In the pub: 1. Campari: It is served along with a slice of lime. It goes well with soda or on the rocks. 2. Sherry [cream]: It is served at room temperature. [Dry]: chilled. 3. Pernod: It goes well with chilled water. Traditionally, a strainer with 2 cubes of sugar is kept on the glass and the water is poured over the sugar. This introduces a little sweetness in the drink. It goes well with the orange juice and tonic. 4. Dubonnet: It is best served chilled without Ice. 5. Vermouth: served at The dry vermouth is served chilled whereas red vermouth is It is served
All other liqueurs are served in liqueur glass unless the guest wishes to have it in the mixers of his choice.
TASK: SERVICE OF MAIN COURSES
The main course order is taken after the drinks are ordered. The Main course is served pre-plated. The whole cover is laid on the table with the dinner napkin. The stewards lay the table as well serve the meals from the right hand side.
TASK: CARRYING A TRAY
Only beverage rounds are used to serve the drinks. Since all the food is pre-plated, no American tray is used in the Bar. Carry the tray on the left-hand side. Balancing of the tray becomes important since expensive spirit is being placed on the tray. Hence it is important to place the ice bucket in the centre of the tray and the glasses and mixers around the bucket.
TASK: BILLING PROCEDURE PROCEDURE:
A KOT/BOT is generated for every food and drink served. For the KOT, there are 2 copies; one-copy stays with the pick-up guy who prepares and the other is for kitchen. Bills are in 3 copies; 2 copies stay with the cashier and the 1st one goes to the Guest. The steward presents the bill to the guest. There are three modes of payment. These are cash, credit or room guests. In case the payment is in cash, the steward checks the amount and gives it to the cashier. He then returns to the guest with the bill copies, which has a pay stamp and the change if any. Always check his change In case the guest pays through credit card, then the steward gives the cashier the credit card. The cashier processes the credit card. The steward then collects the charge slip and gets it initialed by the guest. One copy remains with the cashier along with the bill. The signature is checked on the credit card slip and finally, the card is returned back to the guest along with a copy of the charge slip and a copy of the bill. If the guest is a room guest, then the guest just signs the bill and writes down the room no. and name on the bill which are kept with the cashier the cashier keeps 2 copies for his reference and gives the second copy to the Front Office for settling the amount in the guest folders.
TASK: USE OF LOG BOOK PROCEDURE:
Logbook is also known as the message-book. This is maintained during every shift operation. Logbook gives everyone in the Lobby Bar details of every activity in the department. All special instruction from guest must be written in the logbook. The night shift must enter the log entries for the morning shift people. All log entries must be written clearly and neatly with the date & time of the entry made mentioned on the side. The person writing the log must sign all the log entries. Captains must enter all the hand over tasks in the logbook. At the beginning of the shift all staff are required to read the logbook. Night shift must enter the sales figures in the logbook.
TASK: MAINTAINING PAR STOCKS PROCEDURE:
The Manager or the Captain decides the par stock level.
While taking the par stock level, the average consumption per day is taken into account.
The par stock is the required amount of items to run a daily business.
The Captains are responsible for maintaining and ensuring that the par stock level is maintained and hence the Captains make the indents.
Par stock list is always put on the notice board.
TASK: GREETING THE GUESTS.
STANDARD : Every guest will be greeted on arrival at the restaurant door & Shown to a suitable table with minimum delay. All guests must be acknowledged Within 30 seconds of their arrival in the restaurant.
The Hostess/Sr. Captain/Manager/member closest to the entrance will approach Guest. Guest will receive a warm smile and a genuine greeting. The person greeting the guest at the entrance must stand in an erect posture and exhibit friendly body language. Always use guest¶s name if known. The greeting will be to the effect of : Sahara Pranam/Good Morning/Afternoon/Evening Mr. ----- or sir/ ma¶am welcome to (name of outlet) The guest will be checked with whether he or she holds any reservations? The guest will be asked to accompany staff member to the selected table after checking with him his preference for smoking/non-smoking section.
OUTLETS OF THE HOTEL
Spice is an authentic South East Asian restaurant specializing in Thai, Sichuan, Cantonese and Japanese culinary delights like sushi, dim sum and curries. It has house meal in warm and beautiful ambience. TEPPANYAKI COUNTER A Teppanyaki counter at the spices restaurant is a place where you can watch Chef Bam Bang preparing several of your choicest dishes. Teppanyaki if offered with three fixed menu options, ranging from Rs. 2000 and wine bottle worth Rs 2500. SUSHI BAR The Spices Sushi bar is the first Sushi bar in the city. The bar has various kinds of sushi¶s and Sashimi. It is easy for the guest to watch the Chef plating the tiny morsels into plate. Spice includes Sunday brunch offering a bullet starting 12 p.m. to 3.p.m with Rs 1200 exclusive taxes. No. of covers: sitting arrangement is in such a way that it can accommodate up to 80 covers. TYPES OF CUISINE In these restaurant 3 types of cuisine are secured Japanese Thai Chinese Thai: The chef recommended dish of this cuisine is Neav Prick Geong Deong (stir fried tenderloin in red curry paste + sweet basil) Chinese: The Chef recommended dish of this cuisine is Sichuan chicken (wok tossed in our special Sichuan sauce) Japanese: The Chef recommended dish of this cuisine is Soft Shell Crab Tempura (tomato avocado salad, seasoned care topped with crisp soft shell crab)
TYPES OF SERVICES For Sunday brunch there is buffet service, but otherwise there is sit- down service. AVERAGE SLAES PER DAY The average revenue sale by the outlet per day is around Rs. 4, 00,000. TASK PERFORMED Serving water Clearance of table and Teppanyaki Arranging side station Guiding the guest for buffet Serving welcome drink Serving food Making tea, coffee at the machine Folding napkins Setting the back area Wiping glasses and plates
DUTY ROASTER The shift timing for spices is evening is from 6 till the restaurant closes SEATS: 138 (12/6 Private dining room) TIMING: SUNDAY to TUESDAY FRIDAY to SATURDAY SUNDAY BRUNCH 1900 hrs till 1900 hrs till 12:30 hrs till 23:45 hrs 01:15 hrs 1600 hrs
CHEF: Bam Bang & Jimmy. MANAGER: MK Khan
ENTERANCE OF SPICES
It is an attractive bar serving various kinds of Whisky, Rum, Gin, Vodka etc. Our bartenders are specialized in making various cocktail we accompany the drinks with soya chips and corn chips.
Manger of Reflection
Our reflection is manage by Mr. Gaurav Kulkarni
Our reflection has 54 seats
3 people can sit at the counter sitting and enjoy the exotic drink.
The bar starts from 12:00hrs to 1:00hrs
Complementary given with drinks
Two types of Munchies are given with the drink named as Soya Chips and Corn Chips.
Mojito Caprisota, bloody mary is well known drinks served in reflection.
Recipe for Mojito Ingredients
y y y y y Lime Chinks 3 mint sauces Mojito Mint Bacardi or Hawaii Rum Sugar syrup
Muddle the lime chunks and mint leaves
Pour some amount of sugar syrup Pour some Mojito mint Add 60 ml. of Bacardi Rum in it. Garnish with slice of lime
Clearance of the table Wiping the glasses Informing the guest about various offers Making cocktails Service of Wine Service of bitters Service of other alcohol Taking orders from the guest Clearing the cheque Refilling the stock Set up of Coffee Machine
It serves Italian Brasserie type of food which includes various kinds of Exotic dishes, pizza and even home pasta under the guidance chef Oriyana (the who is specialized in making Italian Pizza) more home-made Pasta with kinds of Italian Sauce
Manager of Mezzo-Mezzo
Mr. Amir Raza is the manager of the Mezzo-Mezzo Restaurant.
Timing of the Mezzo-Mezzo
The restaurant starts from evening 7 pm till night 12.00 Mezzo-Mezzo has its own Sunday brunch costing rs.1200/- per person + VAT which include various Pizza and home-made pasta counters timing for the brunch is 12.00 pm to 3.00 pm.
THE BAR TENDER-VALLY
THE VIEW FROM MEZZO-MEZZO
MEZZO- MEZZO BAR
Mezzo Mezzo means half n half. Half mezzo is made of stone and half is made of wood which can be clearly seen in this picture
Saffron has a wide and exotic collection of Indian cuisine in which it includes South Indian, North Indian, Rajasthani, Gujarati, Maharshtrian, Goan, etc. cuisine Saffron includes various buffets services also. It has a lime kitchen through you can see the chef preparing your own favourite dishes.
Manager of Saffron
Mr. ANIL BAHUGUNA is the Manager of Saffron.
No. of cover
This Indian specialty restaurant has a capacity to serve 90 covers.
The restaurant is open from 7.00 pm till 12.00 pm.
Types of service
It serves buffet only on Sunday¶s otherwise ala cart menu.
We serve papad basket with 6 types of chutney as our welcome snacks.
Average sale per day
The average sale of saffron is Rs. 2, 50,000 per day.
LIVE KITCHEN OF SAFFRON
It is a 24 hours based coffee shop which serves Indian, Italian and Continental food. It only serves buffets with more than 150 months liking dishes. It serves buffet at breakfast, lunch and dinner. It has entertainment place for small kids and many musical and dance programme.
Manager of the Hotel
Mr. Giles is the manager of the Lotus Café
No. of Covers
It can accommodate up to 150 covers it is the largest restaurant in Mumbai.
Specialty of the Restaurant
Lotus organizes various theme dinners according to which the décor and food is set. Example Crab and Prawn night: This includes unlimited crabs and prawn at only Rs.1200/-per head.
Average Sales per Day
Average Sales of this 24hrs Coffee Shop is around 5 lakhs.
Clearance of the table Wiping the glasses Clearing of cutlery Setting of back area Serving of water
Refilling of buffet dishes
LOTUS CAFÉ BUFFET RATES y BREAKFAST y KIDS BREAKFAST y LUNCH y KIDS LUNCH y DINNER y KIDS DINNER Rs. 890/Rs. 650/Rs. 1075/Rs. 750/Rs. 1395/Rs. 850/-
LOTUS VIEW FROM TOP
LOTUS RESTAURANT VIEW FROM OUTSIDE
CHEF SHISHIR MORE (SOUS CHEF OF LOTUS CAFÉ)
Enigma is the night life of the J.W. Marriott it is has 2 bars with 6 Bartenders in it enigma is the second largest night club in Mumbai various kinds Of cocktail and drinks are served various Dj all over the world perform and shown Their skills in Enigma. The well-known Dj Akhtar is the resident Dj of Enigma
It is only open on Thursday, Friday and Saturday and the timings are 11pm to 9am.
Average Sales of Enigma is Rs.3, 00,000 /-
It has only night shifts Enigma is also used for various private functions and also has various festival parties with foreign Dj¶s.
Making of Cocktails Serves of Snacks Clearance of the table Wiping the glasses
THE SEATING AREA
THE BAR (IN THE CENTER)
BOMBAY BAKING COMPANY
It is a 12 hour bakery shop which sells various kinds of exotic breaks it has various kinds of cakes, pastries and alcoholic chocolates. It serves various kinds of snacks and beverage B.B.C. has its own library and a gift shop. It is the largest bakery shop in Mumbai.
Manager of B.B.C.
Mr. SHAKTI SINGH is the manager of B.B.C.
No. of Covers
It can accommodate up to 40 people at a time.
It starts from 10am to 12pm.
Average sales per day
The average sales per day is around Rs. 1, 00, 000 /-
IN ROOM DINNING (I.R.D)
It offers Indian, Thai and food from all over the hotel to your room. This facility is only available for in house guest.
With its 4 renovated banquets facilities covering 12000 Sq.ft smartly furnished equipped with state of the art, conference facilities. Our banquets halls, Saraswati, Kaveri, Ganga, Yamuna, Indus, Tiesta, Godavari-Jhelum are design to accommodate every meeting requirement from seminar to boards meeting to product launches to weddings to accommodation smaller meeting the senates, the assembly forum a capital are available.
Housekeeping is the most important department of the Hotel. This department takes the cleanliness and Hygiene of the hotel Housekeeping is the back bone of front office. It also plays an important role in selling of the room Housekeeping contains various sub-departments such as Uniform room, linen room, floweriest, laundry, stitching etc.
This department is responsible for the cleanliness & upkeep of the front of the house areas as well as the back of the house area.
NUMBER OF ROOMS & TYPES OF ROOMS.
There are total 350 rooms with 40 suits. The room categories are as follows.
Executive Room Delux Room Executive Rooms Presidential Suite Maharaja Suite
HIERARCHY OF THE DEPARTMENT
Director of Housekeeping.
Pressman& Washroom Floor Supervisor. Room attendant House persons Public Supervisor. Clock Room attendant House persons Linen and Uniform Room Tailors Linen Room Control room attendant
DUTIES & RESPONSIBILITIES
Organize, supervise and co-ordinate the work of housekeeping personnel on day to day basis.
Ensure excellence in housekeeping sanitation, safety, and comfort aesthetics for hotel guests.
Draw up duty rosters and supervise the discipline and conduct of her staff.
Organize maintenance and repair of Guest room.
Deal with articles that a guest may have left behind in the room.
Ensure the provision of proper uniform for the hotel staff.
Ensure obscures of hygiene and safety precaution.
CLEANING THE GUEST ROOM
Damp-dust the door and all the door fixtures. Damp-dust cabinets and clearest Damp-dust the mini-bar and replenish beverage and snacks that have been consumed. Damp-dust the bedside table. Damp-dust chairs and tables, vacuum upholstered furniture. Vacuum the carpet edge and floor baseboards. Clean window frames and glass panels if required. Damp-dust the head board of the bed. Spot-clean the walls if necessary. Replenishing bedroom supplies. Making the bed Cleaning the bathroom.
Damp-dust the door & door fixtures the toilet, roll holder, in the other fixtures. Flush the W.C. and remove all the used amenities. Clean & disinfect the wall phone. Apply R6 in the toilet bowel and keep it for 10 minutes. Change the amenities. Clean the glass, mirror, and washbasin. Sanitize the toilet bowel by flushing it. Spray airfreshner.
STANDARD OPERATION PROCEDURES (SOP¶s) TASK: TO ENTER A GUEST ROOM
Gently press the doorbell. To caution the guest of somebody being their at the door.
Entering a room with the guest unaware can be very upsetting for the guest; so this entire exercise should be done very gently.
Announce the department along with the greeting of the day.
To help the guest identify the purpose of the employee at the door.
To give time to the guest to come to the door.
Count till 5. Repeat the procedure. Gently operate the lock and wait. Three times. See if there is any sound or movement from inside.
Gently, open the door a little.
To check if there is a keycard in the slot; presence of keycard usually indicate the presence of guest in the room.
To make it doubly sure that if the guest is inside, he should not be caught unaware.
To ensure that there is no guest inside the room as the guest might still not have heard.
Scan the room for any sound or movement before proceeding inside.
If the guest is there and is sleeping or does of know of your presence in the room, quietly go back and shut the door. If the guest is there and is caught unaware Greet according to the time of the day Announce yourself and your department. Apologize and give your reason to enter the room. If the guest is upset, offer to the guest that you can come later. Act accordingly.
TASK: TO STRIP A BED
Check for any guest clothes It is not a very good sight for a guest to see his clothes or belongings lying on top of being handled or bundled like soiled linen. the bed. Keep the clothes aside on the chair and any other belongings on the writing desk.
At each step in this exercise, one should take care to be watchful for any guest belonging found mixed with the linen. Pick up all the pillows and the duvet and keep them on the love seat. For hygienic reasons, no linen, whether soiled or fresh, must be put, under circumstances, on the floor or carpet.
This speeds up the stripping process, as these will be stripped at a later stage.
Hold the duvet from the centre, pick it up and give it a slight jerk, so that if there is any guest belonging (earring etc.) tangled in the folds, it will fall on the first sheet. Strip the first sheet. From the centre and give it a slight jerk, so that if there is any guest belonging tangled in the folds, it will fall on the bed. Soiled linen must go out of the room in a neat bundle; this is the sheet in which all other linen will be wrapped.
Spread the first sheet again on the bed.
Straighten the duvet and remove the duvet from the
Spread the duvet on the bed, detach the Velcro from the foot side, take out the duvet and then detach the Velcro
from the head side.
Give a slight jerk to the duvet and the cover separately on the spreadsheet and keep the duvet aside.
To make it doubly sure that any guest belonging does not go along with the soiled linen.
Duvet need not go along with the soiled linen.
Neatly, on the ottoman. Strip the pillows one by one, To make it sure that any guest belonging does not get mixed with the soiled linen. jerk each pillow cover on the bed, add to the pile and keep the pillows aside. Pillows do not form a part of soiled linen.
Neatly, keep on the sofa seat.
Scan the pile again for any guest or hotel belonging, and wrap it up.
Fold all the four corners of the first sheet and wrap like a neat bundle on the bed.
Add Soiled bathroom linen . to the bundle before wrapping it up
TASK: HOW TO MAKE A DUVET BED.
What are the steps? Standards
What are the steps?
Bring the required amount of fresh linen from the trolley.
Fresh linen required will be of exactly the same number as the soiled removed.
In the fresh linen bag; the linen must not touch the body for hygienic reasons. Put the pillow covers on top, then the duvet cover and then the bedsheet.
Place it on the chair of the writing desk. Cover the pillows. Stand on the side of the bed and place the pillow in front of you on the bed. Take a pillowcase, hold it from the open ends and jerk it, so that it becomes easier to put the pillow inside. With the edge of your palm, press the pillow in the centre to fold into half widthwise. Hold the folded end of the pillow in your hand and tuck the other end with your elbow, and put the pillow inside the cover, with you hand reaching the far end to fit the ears properly.
Place the ready pillow on the sofa seat.
Check the mattress protector.
It must be clean, no stains, quilted properly and must be aligned to be in the centre of the bed.
Spread the first sheet. Spread the duvet cover and place the duvet inside. Open the duvet cover such that the closed end comes on the head side.
What are the steps?
Slide the duvet inside the cover from the foot side holding the corners, till you reach the far end.
Attach the duvet and even it out.
Hold the head sides of the duvet cover along with the duvet and shake it to even it out. Then Velcro the foot side.
Straighten the duvet and remove the duvet from the duvet cover. Give a slight jerk to the duvet and the cover separately on the spread sheet and keep the duvet aside.
Spread the duvet on the bed, detach the Velcro from the foot side, take out the duvet and then detach the Velcro To make it doubly sure that any guest belonging does not go along with the soiled linen.
Duvet need not go along with the soiled linen.
Neatly keep it on the ottoman. Strip the pillows one by one, To make it sure that any guest belonging does not get mixed with the soiled linen. jerk each pillow cover on the bed, add to the pile and keep the pillows aside. Pillows do not form a part of soiled linen.
Neatly, on the love seat.
Scan the pile again for any guest or hotel belonging,
Fold all the four corners of the first sheet and wrap like a
What are the steps?
and wrap it up.
neat bundle on the bed.
Soiled bathroom linen.
TASK: HOW TO CLEAN A WC
Lift the WC seat cover.
Gently lift WC seat & cover.
Check if the seat cover is loose and give maintenance accordingly. Flush the WC. So that the WC is free from waste.
Push the water level down by at least 5 mm.
To prevent the formation of watermarks.
With the WC brush.
Spray the WC cleaner.
Concentrate on the rim.
Leave it for 5 minutes. Scrub the WC. Using the WC brush, start scrubbing from the rim.
The brush should have long straight bristles and should not be worn out.
Flush the WC.
Scrub the WC seat cover and the flush handle.
Use a scrubbing pad with multipurpose cleaner.
The area should be sparkling clean and free of dirt and water marks.
Wipe the entire WC.
Gives a better appeal to the WC. Also, to keep up with the standards.
Wipe with a bathroom duster.
WC must be dry, clean, and free of all marks and stains and keep up with the hygiene standards.
TASK: HOW TO CLEAN A WASHBASIN
Wet the washbasin.
The deposited dirt and scum would be easier to remove, as water along with cleaning agent will loosen it up.
Spray the multi purpose cleaner.
Concentrate on the rim of the washbasin.
Wet the scrubbing pad. Scrub the basin, fixtures and counter.
A wet scrubbing pad will not scratch the glass of the basin.
Scrub first the basin, then fixtures and then the counter.
Clean the stopper.
With the cleaning brush.
Stopper should be free from hair and scum.
Rinse the entire area.
Minimum spillage and wastage of water should happen and the entire area should be clean and free of any cleaning agent or grease.
Wipe dry the washbasin, counter and fixtures.
Use a duster to start wiping first the counter, then the fixtures and then the basin until it sparkles.
The area should be free from any dirt, soap deposit, grease or lint and should shine after completion of task.
TASK: HOW TO CLEAN A BATHTUB
Remove all garbage from the bathtub.
The garbage will hamper the cleaning process.
Remove all soiled or fresh linen from the bathtub.
Removal of linen will ease the cleaning process without spoiling the linen.
Wet the bathtub.
The deposited dirt and scum would be easier to remove, as water along with cleaning agent will loosen it up.
Spray the multi purpose cleaner.
Enough to cover the entire bathtub and it¶s fixtures also.
Concentrate on the base of the bathtub but include the sidewalls and the grouting as well.
Wet the scrubbing pad.
A wet scrubbing pad will not scratch the enamel of the tub or the plating of the fixtures.
Scrub the tub and fixtures.
Starting from the base of the tub, scrub first the base, then the sides and then the fixtures.
Clean the bathtub stopper.
With a cleaning brush.
Should be free from hair and scum. Rinse the entire area. Minimum spillage and wastage of water should happen and the entire area should be clean and free of any cleaning agent or grease.
Wipe dry the bathtub and fixtures.
Use a duster to start wiping first the tub and then the fixtures.
The area should be free from any hair, dirt, soap deposit, grease or lint and should sparkle after completion of task.
TASK: HOW TO REPLENISH ROOM SUPPLIES
Check the service kit.
With a disorganized service kit having less or no supplies, one will need to go out to the trolley again and again, which will hamper the speed and efficiency of service.
Check for used linen when collecting soiled linen from the bathroom and used supplies while dusting the bathroom. Collect all required linen and supplies in one go.
After removing trash and stripping the bed. While dusting the room, all areas are cleaned, and therefore, can be checked also, simultaneously.
Each supply must be checked for it¶s presence, validity, quality, and quantity and incase of even one parameter not matching, it needs to be trashed and a new one to be placed. After complete cleaning of the bathroom; just before cleaning the floor.
Replenish supplies from the pantry/trolley, after the room is done.
TASK: HOW TO CLEAN A GLASS OR MIRROR SURFACE
Spray the glass cleaner.
On the entire glass surface.
Use the window squeegee. Check if the rubber lining is clean and intact.
Hold the squeegee in your right hand, at a proper angle. Place it at the left corner of the mirror, with the rubber lining parallel to the vertical edge of the mirror. Press the squeegee and move towards right. When reaching the other end, turn the squeegee by 180 degrees and move in a right to left direction, overlapping the previous strip. Continue till you reach the bottom of the mirror.
The squeegee must be used with a constant pressure on the handle and squeezing must be done leaving no gaps or water streaks in between.
Check the mirror surface.
Any glass or mirror surface must be checked at an angle to know of the actual results.
The mirror must be completely dry with no stains, marks, hair or lint. Use the glass cloth to remove marks, if any.
TASK: HOW TO HANDLE LOST AND FOUND
Check for lost & found.
Special care should be taken to check for lost & found in all the departure rooms as soon as the guest checks out.
Search for a lost item opening all drawers and looking on top of, under, behind and on the sides of all furniture and fixtures.
Start from the entrance and move in a clockwise or anticlockwise direction, checking all areas in a systematic manner, so that no area is left out.
Check the item found.
Whether the item is a lost and found or a hotel property.
Report to your Team Page and inform the Team Leader. Leader and at the Communications Centre. Immediately.
All available information about the item should be put in black and white immediately.
Write down information like Date, Time, Room no, Items description and your name.
On the ³Item found slip´.
Handover the item.
There are chances for the item to go missing from the room if left in the room.
To the Team Leader, along with the slip.
Keep the item and the slip safely and page for the Team Leader or Shift Incharge again later. Collect the respective Lost and Found receipt. From your Team Leader, by the end of shift.
That is a proof that you had found and deposited the item and that it has been safely stored.
If at all the guest did not collect this item and it has to be given away to the finder, it will be given only on produce of this receipt.
Kitchen is the most important department in a hotel. The standard of the hotel depends on the quality of food served.
JW Marriott has one main kitchen, which includes Continental, Indian, Garde Manager and Banquet Kitchen. The Bakery caters to all the outlets including the Pastry shop for their bakery requirement. The specialty restaurants Mezzo Mezzo, Saffron, Spices have their own respective kitchens.
The main bakery is in the J.W. Marriott and it caters to all its outlets including the Pastry Shop.
The Bakery is divided into:
The bread room The care room The chocolate room The oven room
THE BREAD ROOM
Here all the different types of breads as well as choux pastry, short crust pastry and puff pastry are made. Sponges are also made here. In short this is the first area of production produces go to the confectionary.
SOME RECIPIES ARE AS FOLLOWS:
800 gm Cream Cheese 400 ml Milk 600 gm Egg Yolk 400gm Sugar 40 gm Gelatin 800gm Whipped Cream Take yolk, gelatin, sugar, cream cheese and whisk on low heat. After cooling add whipped cream and place on base of sponge. This can also be flavored.
Mix fresh cream curd and milkmaid in a bowl. Make three portions, add raspberry crush, mango pulp and strawberry pulp in each portions. Put in clay pots and place the clay pots on a tray which contains water. Put it for baking at 200 deg C for 15 minutes.
1. 2. 3. 4. 5. 6. 7. 8. 9. Making chocolates Making bread curd Collecting the stores Making indenting baking cake sponges Icing the cakes Making chocolate truffle Making Oviesh Melting Chocolate
Butchery is the place where all the meat is cut into pieces, juliennes, mince. All the meat cuts to all the outlets of the kitchen are supplied from Butchery
PROCEDURE FOR HANDLING MEATS:
1. 2. 3. 4. 5. When the meat first comes in the hotel. It is taken to the cold storage. Wash hands and put gloves before handling the meat. The knife and the chopping board are kept separate for the meat. Cut the meats into required shapes and size. Weight them and put into the cold storage.
DIFFERENT CUTS OF THE MEATS:
Chicken : Juliennes T-Shanghai Slices Curry Cuts Mince Supreme Tikka Boneless
Mutton Kind Legs:
Curry Cuts Boneless
Curry Cut Boneless Mince
ALL THE Food which goes to the Banquet Sub-functions are prepared here.
There are two types of kitchen: 1. Indian Kitchen 2. Continental Kitchen
It includes: 1. 2. 3. 4. 5. 6. Tandoor Veg-Section Starter Section Snack Section Sweet Section Pre-Preparation Section
In this tandoor items and snacks are prepared. Various types of bread are also made here like:
Naan, kulcha, paratha, mint naan, roti etc. Chicken tikka, panner tikka, mutton tikka etc.
2: VEG ± SECTION: All types of vegetables, soups, veg. curries are cooked here. 3: STARTER SECTION: The entire starter for the banquet fuction is prepared
here.eg. Jalapeno poppers, chicken tikka, veg. spring roll.
4: SNACK SECTION: all the high tea snacks like samosa, sandwiches are made
5: SWEET SECTION: all the sweet delicacies from all over the India are prepared
here. It also known as in Hindi ³halwai kitchen´ e.g. Jalebi, rasgulla, etc
SHIFTS: 1ST SHIFT
7:00 a.m to 5:00 p.m morning shift in which mizan-pla is done
4:00 p.m to 12:00 a.m evening shift where the main food is prepared.
Cutting vegetables Making of breads in live kitchen Making of all purries Making of snacks Making of vegetables
FRONT OFFICE INTRODUCTION:
Front office is the place where guest comes to know all the overview of the hotel. The relation maintained with the guest starts from this place. There are 350 rooms elegantly appointed rooms including, 20 suite rooms. Rooms are divided into the following categories: 1 Superior Rooms 2 Executive superior Rooms situated only on 4th floor that is executive floor 3 executive Deluxe Rooms 4 Presidential Suites- reservation and room tariff is fixed by the sales and marketing department and not by the front office. (Room no. 501) 5 Vice Presidential Suite ± room no 588 6 juhu suites ± 2 on each floor except 5th floor 7 junior suites ± non sea facing, one on each floor 8 ocean suites 9 lotus suites ± central wing, 3 on each floor except the 4th floor HOTEL BUSINESS SERVICES INCLUDE 24-HOURS business centre Baby sitting Beauty parlour/ hair spa Car hire services Colour copier Currency exchange Doctor on call Express laundry / dry cleaning Florist
The executive lounge situated on the 4th floor, overlooks the Arabian Sea, the lotus pond and our aquamarine infinity pool. All guests in the executive floors, are entitled to the usage of the executive lounge.