Task Undertaken:

· Mise-en-place for the operation.
· Buffet set up for lunch.
· Cover lay out for breakfast and lunch.
· Service of water.
· Clear the side board and keep it neat and clean.
· Exchange of café linens from the linen room and record it in linen exchange register.
· Clearance of room service trolleys from the floors.
· Fold the napkins in a book form shape.
· Dusting furniture and fixtures.
· Look after the buffet and wipe the dropped food time to time.

Types of Linen:

· Big tray mat
· Small tray matt
· Accent
· Trolley cloth
· Discard
· Duster
· Table cloth
· White big napkins.
· Cocktail napkin

Equipments Used in Café Kitchen:

· Electrical hot case
· Ice bucket
· Glass / cup rack
· Large tray
· Small tray
· Ice crushing machine
· Wine chiller stand
· Ice machine
· Coffee machine
· Foster
· Room service trolley

Room Service:

The term room service literally means the service of food and beverage items carried on in the rooms or any convenient place for the guest. The guests are offered with the room service menu, which is kept in the rooms so that they can place their order in the room service round the clock.
The order for the room service is first handled by the communication center and as per the availability, an ideal order is placed. The order is then forwarded to the room service bar and the main kitchen through the use of Micros. The person handling the order should be conscious bout the time the order can take to reach the guest and minimize the excess time so that the guest has to wait for as less moment as possible.

Room Service Sequence:

· KOT gets printed in the service printer.
· Check with the kitchen if the order has been received. Inform the manager.
· Switch the hot case on if the order is for hot food items.
· Fill up the details in the room service control sheet. Fill in the errand card.
· Set up the trolley or tray if the order is for tea, coffee or drinks.
· Cross check with the kitchen for food.
· Receive the food and inform the manager.
· Disconnect the hot case, place the water glass and collect the cheque.
· Check the room number and proceed towards the room.

Analysis of Food and Beverage Service Intra and Inter Departmental Relationships:

The Food and beverage service department is seen to possess a very healthy intra and inter departmental relationships in prospect of accomplishing works. This has also made the functioning of the organization very smooth. Positive co-operation and co-ordination can be found in between the intra departmental staffs, as they are willing to lend a helping hand during busy operation hours and happily exchange their ideas and views with each other.

It coordinates with housekeeping department regarding the cleanliness of the cleanliness of the outlets, different F&B sections and regarding the regular supply of staff uniforms and linens.

It coordinates with kitchen department for the preparation of various food and beverage items as per the orders. The kitchen also coordinates with food and beverage service department regarding the functions, outdoor caterings and promotional activities.

It coordinates with security department to create a safer environment for the guests, hotel personnel and the assets to control them properly.
It coordinates with engineering department for repairs, maintenance and installation of various equipments and physical features required during operation hours and special functions.

It coordinates with information system department regarding the updating and installing of different electronic information system. Every personal are provide with the password as access into the computer system of the hotel by the IS department. Similarly the micros cards are also issued to the F&B staffs and the degree of accessibility is governed by the rank of the staffs.

It coordinates with materials department for regular supply of food, beverages and essential stationeries for the outlet.

It coordinates with sales and marketing department for the sales of banquet halls, fixing the menu price and providing provisions and service as per the Banquet Event Order.

It coordinates with finance department for payment of salary and budget development.

Kitchen

The kitchen is one of the most important parts of the hotel industry. It is the department which provides high quality of food to the guest through food and beverage personnel. Kitchen is not a major revenue generating department but entire business of hotel is operated due to kitchen department.

Cooking is an art of presentation. Cooking must attraction of the guest and maintains the standard of hotel. Kitchen is a department which is operated 24 hrs a day. Good working environment and hygiene and sanitation should be maintained. The section of kitchen department is;

Duties and responsibilities of pastry kitchen:

· To prepare all pastry item according to the standard of the hotel.
· To prepare all the chocolates and cookies for upcoming guest in a hotel.
· To prepare all the kinds of breads and continental food for morning breakfast.
· Making ready all the items mention in a menu for dinner and cocktail party.
· To supply require supplement in café lounge.
· To prepared pastry items for guest anniversary, birthday, long staying, upcoming, regular visit etc.
· Note: Pastry kitchen supply staff birthday cake.
· To prepare all necessary items in a large amount when any big function is going too held at right time.
· Pastry kitchen looks after butchery and commisionery as well.
· To make ready all required items for upcoming days as stock.

Butchery:

As we know butchery related to a place where a meat items supplied all over the hotel. Every kind of meat is available in butchery. Hotel receives a large amount of meat according to the requirement of hotel. All the received items are stored in butchery. After it, all the control goes to the butchery.

Duties and responsibilities of butchery:

· To store all the meat items systematically in a proper condition and temperature.
· To supply required items in different outlet according to the demand.
· To provide all the meat items after cutting and shaping them for both staff meal and for the big parties.
· The entire item which is distributed from butchery should consumable.
· It is responsible to provide meat stuff in an accurate weight and time.

Generally, it opens at 8:00 am and close at 6:00 pm. So, every transaction should deal between these hours. If some item is required in the period of close hour then the key is always in the café kitchen.

Commissary:

Commissary is a place where all the raw vegetable items and fruits are stored in a proper condition. Normally, similar kind of work goes on. Three staff is designated in a commissary section. I had one week experience in a commissary area. It opens at 7:00 am and close at 6:00 pm. All the staff had been working from long duration out there. So, they are experienced and have sense of humor.

Duties and responsibilities of commissary:

· To make all the vegetable items ready for next day meal. The vegetable for same day meal had already prepared on one day ahead.
· Commissary is responsible to receive all vegetable and fruit items.
· To make requisition list of vegetable and fruits according to the demand of outlets in a hotel.
· To supply vegetable and fruits inside the department and outside the department according to the requisition.
· To help inside the department if necessary.
· To prepare the amenities for VIP guests.
· Cleaning the foster on a regular interval of time where vegetable and fruit are kept.
To save the cost of hotel, it should prevent the wastage of food material.

Banquet kitchen:

Every hotel do have banquet kitchen. Especially banquet kitchen is for big function. Banquet kitchen has a large area then any other kitchen. Banquet kitchen plays significant role in a banquet party, daily staff meal, lunch, breakfast etc. I had worked one week in this kitchen. I had found very experience chef, friendly nature people with romantic character. In this kitchen one side is separated for cooking Indian cuisine food and another side is continental with some other cuisine.

Normally, this kitchen opens at 6:00 am and close at 7:00 pm. When any big function is organized inside the hotel then, it opens till the function does not end. Banquet kitchen have maximum number of staff after café kitchen. In this duration I had found co-ordition among the staff is very affectionate.

Duties and responsibilities of banquet kitchen:

· All the food whatever they prepares, they themselves display and dispense it till the end.
· To store all the prepared raw vegetable and food stuff at correct temperature inside the foster.
· Sometime in a big ceremony, they are responsible for live cook with displaying the equipments and ingredients.
· Banquet required huge amount of material in the kitchen so, staff should check the raw material time to time.
· Banquet kitchen should always estimate the amount of food required for number of guests.
· To prevent the food from wastage.
· It should maintain safety at working period.
· Banquet kitchen is responsible for preparing staff meal, lunch, breakfast etc.
· To prepare food for guest when any big program is organized in a hotel.
· Sometime banquet kitchen place supportive function for other kitchen.

Organization Chart of Housekeeping Department

Hyatt Regency offers 290 luxurious and elegantly decorated rooms that meet the need and desire of perfect time spent away from home. Comprising of spacious and comfortable guestrooms, including four Regency Suite King, a Regency Executive Suite and a Presidential Suite. All rooms and suites are equipped with individual air conditioning control unit, have wooden floor and are decorated with Tibetan hand woven rugs to add color and homely warmth. The inclusions of double glazed windows avoid the disturbance of sound from the airport. Smoke detectors and safe deposit lockers have also been installed. CISA magnetic locks prevent unauthorized entry to the guest rooms. In brief, the blend of traditional Newari architecture with the contemporary convenience create idea ambience for the perfect stay at Hyatt.

The guest rooms size from 36 to 44 sq. m. and are equipped with the latest technology to the life style and demand of a sophisticated traveler.

Housekeeping department takes pride keeping the hotel clean and comfortable so as to create home away from home. Maintaining several hundreds of room everyday, task became gigantic. It takes a well organize approach and technical understanding to enable housekeeping to cope with the large volume of work. Housekeeping has capability to make guest welcome again and again with its altitude of service on its work.

Housekeeping is responsible for valuables of hotel like furniture, linen, arts and crafts, carpet, rooms etc. housekeeping is said the ears and eye of hotel. It has responsible to make hotel as it is for all the time.

Room Information

Maintaining room as it is is difficult task. Room attendant should maintain several rooms in a single day within a limited time. Room attendant should be quick, rigorous, flexible, responsible etc in his work. Whatever theory we had read in a college about maintaining room’s procedure all is similar in implementation. It feels difficult to work inside room in first two days. Then after it feel normal and easy. Maintaining several rooms is a challenging task. The person working in room is room attendant or room maid.

Features of Hyatt Guest Rooms:

· Tea Coffee maker
· International direct dial telephone
· Wi-Fi internet access
· Voice mail
· Speaker telephone
· Writing desk
· Data port
· Mini bar
· In room electronic safe-deposit locker
· 25-inch color T.V with satellite channels
· Spacious bathrooms with shower cubicle and bath tub
· Other complimentary.


In total, there are 280 guest rooms including 6 Regency Suites, a Regency Executive Suite, and a Presidential suite luxuriously sprawled across the entire seventh floor.

Guest Room:

Hyatt guest room sizes average between 36 and 40 square meters. Views from the rooms are divided between Boudhanath stupa view, and the garden and mountain views. The rooms are categorized as Guest Room- King with 87 numbers of rooms and Guest Room-Twin with 99 numbers of rooms. All rooms are fitted with soundproof double glazed windows. It also features with smoke detectors and water sprinkles. For additional safety CISA magnetic locks have been installed in all doors.

Regency Club Rooms:

It measures the same as guest rooms with special privileges. Regency Club guests are entitled to complimentary continental breakfast, evening cocktails and canapés, complimentary use of the Board room (with prior booking), complimentary access to spa, airline reconfirmation, mini library, newspaper, in room check-in, late check-out facility up to 18:00hrs(subject to availability of rooms) and one way complimentary transfer to and from the airport. However the total number of Regency Club Room, king and twin are 19 and 4 respectively.

Club Deluxe Room:

Measuring 44 square meters with spectacular view of garden with access to the Regency club lounge. Guests are entitled to the similar facilities as regency Club guests. There are 7 numbers of Club Deluxe King Rooms offered by the hotel.

Regency Suite King:

The suite is sprawled across the 5th floor and offers all the regency club facilities. A large master bedroom with a luxurious king size bed and a well-furnished living room covers the area of 80sq.m. Situated at either wings of the hotel, the suite offers a splendid view overlooking the pool, the mountain, lush garden and the holy Boudhanath stupa. The suite guests are entitled to all facilities provided to Regency Club guests and a complimentary two way transfer. However there are total 6 number of Regency Suite King.

Regency Executive Suite:

Located on the 5th floor covering the area of 120sq.m, the executive suite offers an elevated view of the stupa, the poolside area, the landscaped garden and the mountains.

The room comprises of a large master bedroom with a king sized bed, comfortably furnished living room and a private study cum meeting room which can accommodate six persons. The bathroom features a personal whirlpool. A Regency executive suite is only a suite at Hyatt.

Presidential Suite:

Sprawled across the entire 7th floor, the presidential suite covers the area of 200sq.m and offers a spectacular view of the mountain, the magnificent Boudhanath Stupa, poolside areas and landscaped gardens view. The presidential suite is furnished with a luxurious king sized bed in the master bedroom. However this suite offers few additional features for a luxurious stay like Jacuzzi, sauna and indoor whirlpool, library, luggage room, fireplace, fun shower, personal kitchenette... etc.

Standard Procedure For Cleaning Room:

· Switch the air conditioning of the room on and all the windows for airing the room.
· Gently remove all the soiled lines from the bed and shake them to ensure that none of the guest belongings are stuck in them. Dispose the solid in the linen hamper.
· Check the rooms for any maintenance requirements or lost and found articles. Report to the control desk and the supervisor in case of any discrepancies.
· Smooth out the mattress and arrange the bed with fresh linen.
· Empty all the garbage cans and all the loose trash in the garbage disposal.
· Vacuum clean the room.
· Arrange all the guest belongings and place the magazines and folios in proper place.
· Clean the area in a circular motion to ensure spotless neatness.
· Replace all the necessary amenities.
· Clean the restroom.
· Replace all the necessary and used supplies with fresh ones.
· Arrange the furniture.
· Minimize the temperature of the air conditioner.
· Take a final glance from the passage and ensure that everything is in proper order.

Duties and responsibilities of room maid/ attendant

· To clean guest room properly.
· Report missing or broken hotel property to floor supervisor.
· Replenish maid cart or chamber cart or trolley with guest supplies and linen.
· Make physical check of all guest room and prepare occupancy record.
· Handover lost and found item to floor supervisor.
· Maintain polite and helpful attitude to hotel guest.

Public area:

Public area means the place where the flow of people is high. Example lobby, party area, restaurant, swimming pool, garden, banquet hall, administrative, shopping market etc. A staff allocated in public area is responsible cleanliness, maintainess and attractiveness of public areas. I was appointed in a public area for seven days. In the days I worked in lobby area and administrative office.

Duties and responsibilities of houseman in lobby area:

· Lobby area should vacuum in a non-busy hour.
· Entire furniture, picture, mirror, marble, ashtray etc should have to clean.
· Toilets of ladies and gents should check and clean in a regular interval in the gap of 10 - 15 minutes.
· Floor should have to duster in a gap of 15 – 20 minutes.
· Mop all the floor and clean well.
· Report necessary repair and maintenance to engineering department.
· Maintain cleanliness all the time.

Administrative area:

In this area the flow of staff is high. Administrative area is also handled by floor man or house man. The task is not so difficult in this area. Some duties and responsibilities of housekeeping staff in administrative area are as follows:

· Vacuum all the carpet area and collect the dust from dustbin and put it in a plastic bag.
· Clean all the furniture and other equipment like computer, telephone, pictures, mirror, window etc.
· Clean the toilet and fill up all the toiletries required items
· Do not disturb the things from original places.
· Do all the process rigorously and finish the task before the staff time starts, if possible.
· Note: Clean the toilet of administrative area regularly in a regular time interval.

Linen room:

All the linen used inside the hotel is kept in a linen room. Linen room is a large room where all kinds of linen like curtain, napkin, towel, bed sheet, duvet, duvet cover, pillow case, sofa cover, table cloth etc are kept in a proper order. Linen is kept in a systematic order like;

- Piles of new brand linen.
- Piles of occasionally used linen.
- Piles of regular used linen.
- Piles of out of used linen.
Note: Out of used linen are used for different purpose.


The arrangement should be done such a decorative way with wide open area. So, that work of receiving and providing can be done easily. Lost and found section is also kept inside linen room in Hyatt regency. If any guest belonging item which is found by house keeping staff then, it is deposited in a lost and found section with all the required information. The required information’s are:

- The name of staff who has found.
- The name of item.
- The time, date and place where item was found.
- The name of witness.
- The signature of the staff who has found.


The items deposited in a lost and found section are kept very safely. If guest came and claim about his/her lost item then, it is hand over to the guest after receiving complete information with his/her signature. Otherwise, if guest didn’t came in a limited time (it can be 6, 8, 10 month) then, it is handover to the person who had found it.

In Hyatt regency linen room is responsible to look after the items of room’s mini-bar. The staff of linen room goes inside a room to fulfill the required items. Whether the mini-bar is empty or requirement of some item, this information are provided by room attendant.

Duties and responsibilities of linen room:

· To arrange all the items in a systematic way.
· Receive and supply required items from the inter-department and mention the record.
· Maintain a good relationship with laundry and inter-department staff.
· Maintain the record of mini-bar and lost and found section.
· Store the fresh linen and submit the soiled linen in a laundry area.
· In some emergency help room attendant to provide linen in a room.
· Receive telephone calls and follow accordingly.
· Maintain or cleanliness inside a linen room.
· Separate the types of linen which are usable and unusable according to the hotel standard.
· The requirement of linen is high in some ceremony so, in that period requirement of linen should be fulfilling smoothly.

Duties and responsibilities of uniform room:

· Uniform room should be open at sharp time because, it is responsible for staff uniform.
· While giving any uniform receive a soiled uniform.
· Collect all the soiled uniform separately like; pant, shirt, coat in separate trolley.
· Submit all the soiled uniform in laundry at right time.
· Collect all the fresh uniform laundry and arrange on a hanger inside a uniform room.
· Mention all the problems of staff regarding uniform and convey to tailor master or senior staff.
· The arrangement of uniform should be properly according to the department and number wise.
· Record of every uniform which is taken and given should be mention in a register.

Duties and Responsibilities of Desk Control Room:

· To prepare extra work for different employee such as,
- Extra work for public area.
- Extra work for corridor attendant.
- Extra work for room attendant, turn down etc.
· The allocation of staff according to the work in particular shift period.
· To maintain rooms record in the computer along with complete information.
· To classify all the rooms of VIP in house and VIP arrivals.
· Handling all the keys of floors from attendant which was submitted at initial period of the shift.
· Desk controller should have complete information related to the rooms.
· Desk controller should have information of every staffs, where they are working. E.g. who is at public area?
· Desk controller of morning shift should handover all responsibilities to next shift staff before leaving.
· To inform supervisor about the room to be make it quickly according to guest arrival.
· To check all next day arrivals and ordering the supervisor to make the room ready.
· To prepare turndown register and separating VIP and non-VIP.
· Telephone handling and etiquette.
· Receiving, acquiring and conveying of information to the entire necessary department.
· To make all room status for floor supervisor. E.g. 421 occupied (OD).
· To receive guest calls and convey the message to concern one immediately.
· To handle the maintenance request refers to the responsibilities of house keeping.
· To maintain room forecast daily in meeting and inform to all house keeping personnel.
· To maintain all staffs records, their allocation of work in different area, performance record etc.
· To fulfill every room required items through passing information to concerned section. E.g. mini bar is empty then inform to linen and store room.
· Desk controller should have complete information of every departmental section comes under house keeping.
· To check all the required item of rooms, if items are being shortage then fill the requisition form.

Analysis of Housekeeping Intra and Inter Department Relationships:

Since the task of house keeping is spread all over the property, a sound intra and inter department relationship can be found with other department which has also made the job performance smooth and easy. Lending a helping hand when necessary and during busy moments is seen as one of this department.

It coordinates with front office department regarding the expected arrivals, departure and other occupancy status. Any further requests or complaints from the guests are also relayed from communication centre, a part of front office.

It coordinates with the kitchen department for the placement of fruits in the rooms expecting arrivals and for the VIP guests.

It coordinates with the food and beverages service department for the preparation of any special functions expected in the future.

It coordinates with the engineering department in order to maintain, repair or install any equipment or physical features required in the guest rooms or rooms or other parts of the property.
It coordinates with the security department to create a safer environment for the guests, hotel personnel and the assets to control them properly.

It coordinates with the information system department regarding the updating of the computer, fax machines and electronic features. The floor supervisors are issued the sub master keys by the department.

It coordinates with the material department for the regular supply of food, beverages and essential stationeries required for the outlets and the rooms.

It coordinates with sales and marketing department for the preparation of various packages regarding the sales of rooms and price allocation.
It coordinates with the finance department for the payment of salary and budget development.

Discipline and Moral:

The staffs of housekeeping department are with good discipline and morale. In the working hours, they are honest, sincere and cooperative.

Skills of Handling Guest Complaints:

The staffs are smart and well trained to face the complaints. Instead of blaming someone else for the problem, they apologize and try to assure the guest about such problem not occurring again. They are also prompt to respond to such problems and solve it.

Suggestions:

In overall visualizing, the housekeeping department is work efficient and well equipped with all of the necessary facilities.

The efficiency can be increased by additional of few staffs during the higher occupancy and prompt service can be give to the guests.

The cooperation among the staffs is very essential to carry out the work of this department efficiently so there must be good communication with each other.
The feeling "This is our property" must be in every one, and then only the property can be protected.