ABSTRACT

The study was carried out at Sparsa resort, Tiruvannamalai. The resort comes under Halez
hospitality service private limited. The summer training is about the study of various
functional departments of sparsa resort. The summer training incorporates basics of Process
Sparsa resort.

In Sparsa resort, every department is inter-connected with each other. The accounts
department main function is to maintain proper and regular record of the daily transactions
and need to report it to the head office on daily basis.

This study also focus on every departments of the resort including front office, food and
beverage service, housekeeping, kitchen, stores and purchase department, engineering
department and security department.

The study also covers the human resource management by analysing and observing the
movements of the human resource of various department at Sparsa resort, Tiruvannamalai.

The Sparsa resort, Tiruvannamalai attracts most of the tourists from various countries while
comparing with other hotels in that locality because most of the people prefer Sparsa for their
eco-friendly environment and services provided by the resort.
 TABLE OF CONTENTS
CHAPTER NO TITLE PAGE NO
1 Introduction 1
1.1 History of hotel industry 1
1.2 Trends 2
1.3 Hotel industry in India 4
1.4 Classification of Hotels 6
2 Industry profile 10
2.1 Hospitality 10
2.2 Hospitality management responsibilities 11
2.3 Earnings for hospitality hotel industry 11
3. Company profile 12
3.1 About the company 12
3.2 Mission 13
3.3 Vision 13
3.4 Services 13
3.5 Sparsa Suprises 13
4 A study on different functional areas of the Halez 14
Hospitality Services Private Limited (Sparsa Resort)
4.1 Objectives of the Study 14
4.2.1 Front office department 15
4.2.2 Housekeeping department 24
4.2.3 Food and beverages service department 29
4.2.4 Kitchen department 32
4.2.5 Store and purchase department 36
4.2.6 Engineering department 39
4.2.7 Accounts department 39
4.2.8 Security department 40
5 Conclusion 41
References 42
 CHAPTER-1

INTRODUCTION

Hotel is a place where the travellers may receive food and shelter and a comfortable
temporary house. A hotel is an establishment that provides paid lodging on a short term basis.
The word hotel is derived from the French word hote which means the host.

According to the British laws, "A hotel is a place where bonafide travellers can receive food
and shelter provide, if he/she is in a good position/condition to receive and pay for it."

The word hotel may be formulated by the concept to the hospitality service, of which the
primary objective is to provide lodge and foods to the people who are economically, mentally
and physically able to receive. There are many other properties in the field of hospitality
business, such as lodge, guest house, rest house, restaurants, etc., but the concept of hotel is
only regarded with the combination of all these activities. This actually refers to address
overall expectations and needs of the guest.

Hotel Industry is one of the fastest growing sectors of the economy of our time. The hotel
industry alone is a multi-billion dollar growing enterprise.

1.1 HISTORY OF HOTEL INDUSTRY

A summary of key events in the history of the industry would include the following:

While the practice of renting space to travelers stretches back to antiquity, what could be
considered the modern concept of a hotel derives from 1794, when the City Hotel opened in
New York City. While the practice of renting space was not new, the City Hotel was
purported to be the first building devoted exclusively to hotel operations. For its time, the
building was quite large and possessed 73 rooms. Similar operations soon appeared in such
nearby cities as Baltimore, Boston and Philadelphia.Interestingly, New York City's first
skyscraper was a hotel - the six story-ADelphi Hotel.

Hotels took a distinct step up in style and class when the Tremont House opened in Boston in
1829. This hotel was considered by many to be the beginning of what was regarded as first
class service. With 170 rooms, the Tremont House was a large facility. In addition, the hotel
offered features which, for the time, were amazing. Private single and double rooms were
available, which offered not only privacy, but also security.

1
In addition to water pitchers and a washing bowl, free soap was provided in each room. The
Tremont House offered French cuisine and, reportedly, was the first hotel to have a Bellboy.

In the 1920's, hotel building entered a boom phase and many famous hotels were opened,
including the Waldorf Astoria, New York's Hotel Pennsylvania, and the Chicago Hilton and
Towers, which was originally named the Stevens.

Motels began to replace roadside cabins as use of the automobile spread throughout society.
Offering clean rooms with adjacent parking, motels enjoyed great popularity with the
traveling public.

In the 1950's and 1960's, the practice of franchising appeared within the industry. Franchising
enabled entrepreneurs to expand their operations without the use of substantial capital.

For much of their history, hotels were owned and operated by individuals. However, as
franchises and chains began to appear, individually owned hotels found themselves
increasingly at a competitive disadvantage. By the 1960's, independent prospects began to
improve as the result referral organizations such as Quality Courts, Best Western, Master
Host and Best Eastern.

From the 1980's forward, mergers and acquisitions became common within the industry, and
brands become hotly traded commodities.

1.2 TRENDS

In the 1980's there was extensive merger and acquisition activity between hotel and non-hotel
companies. Many companies are now selling specific brands in an effort to get back to their
core business.

Another trend in the hotel and beverage industry is paperless inventory systems.
Improvements in scanning equipment have made this possible. In many instances, ordering,
delivery, payment and stocking are all initiated and accomplished by software prompted by
information captured by scanning equipment with very little human involvement.

Some chains have sold ownership in their hotels to foreign investors while still maintaining
control. This provided the capital that was needed for further expansion.

REIT's (Real Estate Investment Trusts) have been created to allow smaller investors to
participate in mortgages and equities.

2
Product segmentation has become more popular. Luxury and first class hotels have created
more amenities and products for their customers while economy and budget motels have cut
back services in order to maintain lower prices. Also specialized extended stay and suite
hotels have become more popular. Hotels with indoor water parks are one of the newest
trends. Timeshares is another segment that many hotel companies are involved with recently.
The development, sale, and management of timeshares have become particularly popular
with the large chains. Franchising continues to flourish in the hotel industry.

Audit issues cover a variety of areas, as would be expected. In addition to matters such as
cost segregation, which impact numerous industries, hotel companies have undertaken such
activities as donating used bedding as they upgrade their equipment, using trusts to defer
income, delaying recognition of last day of the year receipts, franchising, condo conversion,
and so forth.

Several years ago, customers generally called a toll-free number to make room reservations.
In 2006, about 50% of hotel rooms were booked through the internet.

The number of domestic hotel rooms reserved for smokers is declining as major hotel chains
are beginning to decrease their total number of smoking rooms or becoming non-smoking
facilities altogether.

Other recent trends in the industry include luxury mattresses, complimentary breakfast, high
definition TV, high speed internet access, Wi-Fi (wireless internet access), and room suites.

A recent 2006 trend is hotels re-imaging their lobbies to destination places. For example part
of the lobby may be used for a breakfast area in the morning and a bar at night. This may
include sliding walls, decorative lighting, and music. One reason for this is to generate more
income per square foot.

A July 2005 article from Knight Ridder Newspapers highlights what the major chains are
upgrading in the sleep department. The article provided the following information:

Marriott International has been replacing mattresses at its Marriott and Renaissance hotels for
several years and is adding new bedding at its 2,400 hotels, including higher thread count
sheets, down comforters and duvet covers at a cost of $190 million.

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Hilton Hotels is introducing new bedding across its brand, including Hilton, Doubletree and
Embassy Suites. There will be higher thread count sheets, plush top mattresses, extra pillows
and user friendly clocks.

Crown Plaza replaced some 50,000 beds and bedding in 2004, hired a sleep doctor for advice
on relaxation, and tossed in a sleep kit for guests.

Radisson in 2004 began moving in custom-designed Sleep Number beds at 230 of its hotels
and resorts, with most of its 90,000 beds to be replaced by 2006. New bedding is also
included in the makeover.

Hyatt recently rolled out its Grand Bed, a 13 ½ inch pillow-top mattress, and added more
luxurious linens and decorative pillows.

Starwood Hotels announced the debut of a new bed at its moderately priced brand, Four
Points by Sheraton. The Four Comfort Bed, a $13 million investment, joins the Heavenly Bed
and Sheraton Hotel's Sweet Sleeper Bed in Starwood's lineup.

Red Roof Inns will offer pillow top mattress pads, 230 thread count sheets and hypoallergenic
pillows at select hotels.

Some Best Western hotels will add new mattresses, comforters, feather pillows and triple
sheeting.

1.3 HOTEL INDUSTRY IN INDIA

Over the last decade and half the mad rush to India for business opportunities has intensified
and elevated room rates and occupancy levels in India. The successful growth story of 'Hotel
Industry in India' seconds only to China in Asia Pacific. The Hotel Industry is inextricably
linked to the tourism industry and the growth in the Indian tourism industry has fueled the
growth of Indian hotel industry.

The thriving economy and increased business opportunities in India have acted as a boon for
Indian hotel industry. The arrival of low cost airlines and the associated price wars have given
domestic tourists a host of options.

The 'Incredible India' destination campaign and the recently launched 'Atithi Devo Bhavah'
(ADB) campaign have also helped in the growth of domestic and international tourism and
consequently the hotel industry.

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The hotel industry in India is going through an interesting phase. The industry has a capacity
of 110,000 rooms. According to the tourism ministry, 4.4 million tourists visited India last
year and at the current rate, the demand will soar to 10 million by 2010-to accommodate 350
million domestic travelers.

The hotels of India have a shortage of 150,000 rooms fueling hotel room rates across India.
With tremendous pull of opportunity, India has become a destination for hotel chains looking
for growth. Due to such a huge potential available in this segment, several global hotel chains
like the Hilton, Accor, Marriott International, Berggruen Hotels, Cabana Hotels, Premier
Travel Inn (PTI), InterContinental Hotels group and Hampshire among others have all
announced major investment plans for the country.

The Government's move to declare hotel and tourism industry as a high priority sector with a
provision for 100 per cent foreign direct investment (FDI) has also provided a further impetus
in attracting investments in to this industry. It is estimated that the hospitality sector is likely
to see US$ 11.41 billion rise in the next two years, with around 40 international hotel brands
making their presence known in the country by 2011.

Simultaneously, international hotel asset management companies are also likely to enter
India. Already, US-based HVS International has firmed up plans to enter India, and industry
players believe others like Ashford Hospitality Trust and IFA Hotels & Resorts among others
are likely to follow suit.

One of the major reasons for the increase in demand for hotel rooms in the country is the
boom in the overall economy and high growth in sectors like information technology,
telecom, retail and real estate. Rising stock market and new business opportunities are also
attracting hordes of foreign investors and international corporate travelers to look for business
opportunities in the country.

Also India has been ranked as the fourth most preferred travel destination and with Lonely
Planet selecting the country among the top five destinations from 167 countries; India has
finally made its mark on the world travel map.

Thus, the increase in the need for accommodation has hugely increased the demands for
hotels which in turn has boosted the growth of the hospitality sector in India especially that of
the hotel industry.

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1.4 CLASSIFICATION OF HOTELS

Classification is based on many criteria. The hotel industry is so vast that many hotels do not
fit into single well-defined category. Industry can be classified in various ways, based on
location, size of property etc. The main hotel chains of India are: The Taj Group of Hotels,
the Oberoi Group and ITC Welcome group. Some of the international chains are Hyatt,
Marriott, and Le Meridien etc. These properties have also come up in India now.

1.Based on location

• City center: Generally located in the heart of city within a short distance from
business center, shopping arcade. Rates are normally high due to their location
advantages. They have high traffic on weekdays and the occupancy is generally high.
Example: Taj Mahal, Mumbai
• Motels: They are located primarily on highways, they provide lodging to highway
travelers and also provide ample parking space. The length of stay is usually
overnight.
• Suburban hotels: They are located in suburban areas, it generally have high traffic
on weekend. It is ideal for budget travellers. In this type of hotel rates are moderately
low.
• Airport hotels: These hotels are set up near by the airport. They have transit guest
who stay over between flights
• Resort hotels: They are also termed as health resort or beach hill resort and so
depending on their position and location. They cater a person who wants to relax,
enjoy themselves at hill station. Most resort work to full capacity during peak season.
Sales and revenue fluctuate from season to season.
• Floating hotels: As name implies these hotels are established on luxury liners or ship.
It is located on river, sea or big lakes. In cruise ships, rooms are generally small and
all furniture is fixed down. It has long stay guest.
• Boatels: A house boat hotels is referred as boatels. The shikaras of Kashmir and
kettuvallam of Kerala are houseboats in India which offers luxurious accommodation
to travelers.
• Rotels: These novel variants are hotel on wheel. Our very own "palace on wheels"
and "Deccan Odessey" are trains providing a luxurious hotel atmosphere. Their
interior is done like hotel room. They are normally used by small group of travelers.

6
2. Based on Size of Property

The main yardstick for the categorization of hotel is by size the number of rooms available in
the hotel.

• Small hotel: Hotel with 100 rooms and less may be termed as small hotels.
• Medium sized hotel: Hotel which has 100-300 rooms is known as medium sized
hotel.
• Large hotels: Hotel which have more than 300 rooms are termed as large hotels.
• Mega hotels: Are those hotels with more than 1000 rooms.
• Chain hotels: These are the groups that have hotels in many numbers of locations in
India and international venues.

3. Based on the Level of Service

Hotels may be classified into economy, and luxury hotels on the basis of the level of service
they offer.

• Economy/ Budget hotels: These hotels meet the basic need of the guest by providing
comfortable and clean room for a comfortable stay.
• Mid-market hotels: It is suite hotel that offers small living room with appropriate
furniture and small bed room with king sized bed.
• Luxury hotels: These offer world class service providing restaurant and lounges,
concierge service, meeting rooms, dining facilities. Bath linen is provided to the guest
and is replaced accordingly. These guest rooms contains furnishing, artwork etc.
prime market for these hotels are celebrities, business executives and high ranking
political figures. Example: Hyatt Regency, New Delhi

4. Based on the Length of Stay

Hotel can be classified into transient, residential and semi residential hotels depending on the
stay of a guest.

• Transient Hotel: These are the hotel where guest stays for a day or even less, they
are usually five star hotels. The occupancy rate is usually very high. These hotels are
situated near airport.

7
 • Residential hotels: These are the hotel where guest can stay for a minimum period of
one month and up to a year. The rent can be paid on monthly or quarterly basis. They
provide sitting room, bed room and kitchenette.
• Semi residential hotels: These hotels incorporate features of both transient and
residential hotels.

5. Based on Theme

Depending on theme hotel may be classified into Heritage hotels, Ecotels, Boutique hotels
and Spas.

• Heritage hotel: In this hotel a guest is graciously welcomed, offered room that have
their own history, serve traditional cuisine and are entertained by folk artist. These
hotels put their best efforts to give the glimpse of their region. Example: Jai Mahal
palace in Jaipur.
• Ecotels: These are environment friendly hotels these hotels use ecofriendly items in
the room. Example: Orchid Mumbai is Asia first and most popular five-star ecotel.
• Boutique hotels: This hotel provides exceptional accommodation, furniture in a
themed and stylish manner and caters to corporate travelers. Example: In India the
park Bangalore is a boutique hotel.
• Spas: Is a resort which provide therapeutic bath and massage along with other
features of luxury hotels in India Ananda spa in Himalaya are the most popular Spa.

6. Based on Target Market

• Commercial hotel: They are situated in the heart of the city in busy commercial areas
so as to get good and high business. They cater mostly businessmen.
• Convention hotels: These hotels have large convention complex and cater to people
attending a convention, conference. Example: Le Meridien, Cochin, is a hotel with
largest convention center in south India.
• Resort hotels: These leisure hotels are mainly for vacationers who want to relax and
enjoy with their family. The occupancy varies as per season. The atmosphere is more
relaxed. These are spread out in vast areas so many resorts have solar powered carts
for the transport of guest

8
• Suite hotels: These hotels offer rooms that may include compact kitchenette. They
cater to people who are relocating act as like lawyers, executives who are away from
home for a long business stay.
• Casino hotels: Hotel with predominantly gambling facilities comes under this
category, they have guest room and food and operation too. These hotels tend to cater
leisure and vacation travelers. Gambling activities at some casino hotels operate 24
hours a day and 365 days a year.

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 CHAPTER-2

INDUSTRY PROFILE

2.1 HOSPITALITY

In recent years, the term hospitality has become increasingly popular and may be interpreted
in a number of ways whether it is commercial or industrial and public services.

There are several components in the tourism industry, for example, food and beverages,
lodging, place of attractions, and transportation. All there components are related to the
hospitality. Each of the components has the connection to each other. So, in order to make
sure that the customer will feel satisfied using the tourism services we have to ensure that the
customer felt satisfied using each of the components. We need hospitality applied in the food
and beverages, so as customer will fell well treated during their lunch, dinner or others. We
also need hospitality applied in the transportation provider so as customer or passenger will
feel comfortable during their journey. Other tourism components also need the hospitality.
Thus, it show us how hospitality very important to the tourism industry.

What we provide in the tourism industry is the intangible product. Customers will never feel
or experiencing the product offered unless they have bought it. So, when they buy the
services offered, we must provide them with the best services so as they will feel comfortable
using our services. All the services provided such as, guest greeting, and provide the clean
and tidy room, showing the facilities provided an others are types of hospitality.

For example, when the guest checking in the hotel, we cannot simply just give them the room
key and let the guest looking for their room without any assistance. This is not called as
hospitality. Hospitality is more than that; we have to be friendly, courteous, helpful, and so
forth.

Finally, the importance of hospitality is to encourage the repetition guest or customer. In the
tourism industry, people are not just looking at the facilities or price offered but also looking
at the services provided. If they felt satisfied with their previous experience using the service
they might come again besides promote the services to others. This situation will generate the
revenue for the company. Company did not need to work hard to promote their services.
They just have to concern with the services provided to customer and must fulfil the customer
expectation.

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This is more valuable rather than we just provide the best facilities but with the worst
services. Tourism related company must emphasize on hospitality in order to success

2.2 HOSPITALITY MANAGEMENT RESPONSIBILITIES

The responsibilities that fall to hospitality managers differ according to the setting in which
they are employed. Chiefly, these can include the following:

• Accounting and budgeting

• Interviewing, training, and managing staff

• Assisting with daily operations

• Optimizing business performance

• Fielding customer complaints and inquiries

• Championing sustainability initiatives

• Ensuring health and safety compliance

2.3 EARNINGS FOR HOSPITALITY HOTEL INDUSTRY

Hotel Industry gets Revenue through

• Providing rooms
• Providing Banquet Halls
• Restaraunts
• It gets additional revenue for
• Telephone call services
• Laundry services
• Travel services
• Internet services
• Spa, Ayurvedic and beauty treatments

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 CHAPTER-3

COMPANY PROFILE

3.1 ABOUT THE COMPANY

Sparsa Tiruvannamalai, an Ecotel certified resort located in the revered town of

Tiruvannamalai. Experience the perfect blend of South Indian spirituality and world-class
hospitality at our eco-friendly resort.

The Sparsa Tiruvannamalai is comes under Halez Hospitality services private limited

Sparsa Resorts, an exceptional collection of eco-friendly getaways meticulously crafted in

serene, leisure, spiritual and adventure destinations.

Resort is designed with a spiritual theme and heritage-inspired furnishings, including

beautiful handmade Athangudi tiles that create an ethnic ambience. Our villas are equipped
with all modern amenities and the rooms offer a direct view of the sacred Mount Arunachala.

With a strict ‘no smoking’ and ‘no alcohol’ policy, Sparsa Tiruvannamalai provides a peaceful
sanctuary for pilgrims and spiritual seekers.

RESORT NAME: Sparsa

COMPANY NAME: Halez hospitality services private limited
BRANCH: Tiruvannamalai
ADDRESS: 34, Athiyanthal Village, Chengam Road, Tiruvannamalai, Tamil Nadu-606603.
CONTACT NUMBER: +91 729998658/ +91 4175236811
EMAIL: [email protected]

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3.2 MISSION

• To provide outstanding services and unique experiences

• Create a welcoming and relaxing environment
• Offer high-quality amenities and personalized services
• Ensure guest satisfaction and exceed expectations

3.3 VISSION

• Become a leading destination in the hospitality industry

• Set industry standards for excellence in service and guest experience
• Foster sustainability and responsible tourism practices
• Expand market presence and innovate continually

3.4 SERVICES

• 24 hrs Room Service

• Same Day Laundry
• Doctor on Call
• Wi-Fi
• Disability Assistance
• Travel Assistance
• Left Luggage / Storage Facility
• Chauffeur Accommodation

3.5 SPARSA SURPRISES

The followings are some special activities, that are arranged for the guests at sparsa resort.

• Bullock cart rides

• Kili astrology
• Learning to milk a cow
• Pottery making
• Poo & Tea kadai

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 CHAPTER-4

A STUDY ON DIFFERENT FUNCTIONAL AREAS OF HALEZ

HOSPITALITY SERVICES PRIVATE LIMITED (SPARSA RESORT)

4.1 OBJECTIVES OF THE STUDY

Primary objectives:

• To study about different functional areas of the Sparsa resort

Secondary objectives:

• To know the organizational aspects of a three-star hotel.

• To study about the organization structure and its functioning
• To familiarize with different departments and the responsibilities of various
departments and department heads respectively.

4.2 DIFFERENT FUNCTIONAL AREAS

The various different functional areas present in the Tiruvannamalai Halez

Sparsa resort

1. Front office department

2. House keeping department
3. Food and beverages service department
4. Kitchen department
5. Store and purchase department
6. Engineering department
7. Accounts department
8. Security department

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4.2.1 FRONT OFFICE DEPARTMENT

ORGANISATIONAL STRUCTURE

Front Office
Manager

Asst. Manager Reservation

Duty Manager Lobby Manager
Front Office manager

Front Office Guest Relations Asst. Reservation

Executive Manager Manager

Front office Guest Relations Reservation

Supervisor Executive Executive
Bell Captain

Front Office Guest Relations

Assistant Assistant

Bell Boy

Front office is the most visible segment of any hotel industry which is strategically located at
the entrance of the hotel building within the high traffic lobby area. It is the first department
noticed by the guest. It is the department which is responsible for the sales of hotel rooms
through systematic method of reservation followed by the registration and assignment. It is

15
attractively design and systematically and sufficiently equipped to perform the necessary
formalities relating to arriving and departing guest.

The front office in a hotel holds a prime importance and view of the business of a hotel i.e. to
sell rooms. Revenue collected from the sales of room is very high. Since this is the only
department which has got first and last point of contact of every guest with the hotel.

Responsibilities - Reservations & Registration, 24-hour reception desk, Room Allocation,

guest accounting, Information, Bell desk functions, Travel desk, Cashier functions, Business
centre, Telephones, Money encashment.

Skills- Industry knowledge, Personal Hygiene, FO Software, Effective Communication,

Market and guest profile, Sales skills, Product knowledge, Health & safety.

Shifts - Day & Night shifts. Break shifts / Afternoon shifts are worked out as per the
occupancy and the guests’ movements. The check-out counter and the check in counter to be
manned effectively.

Daily sessions of briefing & debriefing during the day.

FO / lobby to be maintained as a non-smoking area.

Training sessions to be charted and followed as per the schedule. Attendance compulsory.

Rapport with accounts - all financial dealings need to be informed to the accounts department
for smooth follow-ups.

CHECKING IN A GUEST

Registration Formalities

The guests could be Indian nationals, foreign nationals, Indians residing abroad or foreigners
residing in India as permit holders.

If a guest is a foreign national or a non-resident India, collect their passport, take a copy of
the passport details and the visa details and return the passports. If the guest is a foreigner
residing in India, collect their permit and take a copy of the same.

The guest registration card (GRC) should be filled by the guest name, address, email id,
number of visits, pax and signature is a must.

All doubts regarding the name or contact details need to be Clarified.

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The date of departure needs to be reconfirmed.

A guest can either do the reservation directly, through a travel agent, through a company etc.
A guest booked in directly can either do a prepayment of charges or settle direct at the end. A
guest booked in through an agent could either hold a travel voucher for the room or have
made the payment in advance. A guest booked in through a corporate company would either
be prepaid or direct or further still, the bills would be required to be sent to the company. The
instruction needs to be clear before the guest arrives. Accordingly, the document needs to be
collected- reservation voucher etc. the guest signature needs to be taken behind the voucher.

The GRC, passport details, voucher and a copy of it, all needs to be in the guest folio.

The guest has to be briefed about the property, the facilities, the activities etc.

The status of the pre allotted room needs to be checked and informed to the guest.

Ensure that the guest has verified the baggage.

In the room, show them the facilities; brief them about the energy saving tips, check on the
baggage. Feedbacks on the room standards to be updated to the housekeeper regularly.

In case the guest shows unhappiness with the room, understand the cause and do offer
alternatives as possible. Never commit on rooms without checking the status of the same.

Exit the room, wishing them a happy stay. Also check if there are anything you could do for
them.

Mark the room as occupied in the room position chart.

Communicate with other departments, all special information regarding the guest, e.g. ±
instructions regarding diet, Ayurveda, allergies, special instructions, VIP, repeats, long stays,
etc.

Group check-ins needs to be well planned. Pre allocated rooms according to the rooming list;
keys etc. have to be kept ready in advance.

Either individual passport need to be collected or the passport list to be collected from the
group leader. Make sure that the list has all the required information.

Try to know the arrival time, place of arrival from and also if the group would reach the hotel
for meals. The information needs to be communicated to the concerned people.

17
Try to mobilize maximum staff members for welcoming groups.

All Information regarding special guests / repeats, their preferred room, special requirements
etc. needs to be logged and followed upon.

CHECKING OUT A GUEST

Every guest at checkout should be viewed as a potential repeat client and therefore valuable
source of business to the hotel. Thus handling checkouts efficiently and courteously is
an important task of front office.

Preparing and presenting bills to the guest is a task that requires knowledge of the hotel
billing systems and equipment as well as knack with figures.

At the end of each day a departure list is prepared (list of all the guest due to depart the
following day). Check for billing instructions, all clarifications with regards to receipt,
transfer rates etc. to be clarified.

Keep your work area tidy.

Check for the tariff applicable (as per the room types, pax, no of nights etc.) and for any
special instructions.

Ensure all the charges are posted and the supporting is in place.

The method of payment should be checked.

Ensure the required stationeries (bills, cash receipt books, encashment slips, credit card rolls,
stapler, envelopes etc.) are available and handy.

Once the guest informs that they are ready to check out, the baggage need to be collected and
their bills to be kept ready for settlement.

Greet the guest. Reconfirm the name of the guest along with the room number.

Ask for a moment and prepare a guest entries report. Check for minibar consumption and
add the amounts (cross with the information given by the HK staff) with all supporting
documents present the bill to the guest for verification.

Ensure there are no missing bills.

The bill needs to present to the guest and necessary explanations to be made.

18
Ensure all bills have guest signatures.

Help the guest by explaining heads like room rate / plan rate, club house etc. If the guest
is fully convinced proceed with the procedure. If not, cross check with the corresponding
department and try to be just to the guest. In case of discrepancy, inform the manager for
advice on the next step.

All clarifications of the guests to be answered in a professional manner.

Reconfirm the method of payment with the guest. (cash INR & foreign currency, cheques,
travellers cheques, credit cards, credit to authorized agents)

If voucher payment, make sure the voucher is duly signed by the guest and check whether
the bill is in accordance with the voucher

Payments in the form of cash need to be given a receipt and all credit card payments, the
signature of the credit card slip needs to be authorized.

Make sure that credit cards are returned to the guest without fail.

Take bill outs. Apart from the original, print 2 nos each of the room tariff and the
statement bills. Give the original bill to the guest after signing the same (depending on the
booking mode).

The duplicate copies need to have the signature of the person handling checkouts and also
the signature of the guest in one of the copies.

The original of the bill to be given along with all supporting in an envelope.

Keys to be collected without fail. Loss of keys to be charged and reported. In case the
guest is using the room till late, please reconfirm the time till when the guest can use the
room and at the time of check out follow up on bags, vehicle and key.

Inform HK about the check out.

Get feedbacks from the guest.

Get the guest to fill the guest book

Check regarding the vehicle. Announce on the PA system for the vehicle.

Ensure that the bags have been picked on time.

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 Vehicle to be ready at porch when the guest finishes the check out. Load the bags after the
guest checks the same. In case of left baggage, tag the information of the guest and keep
safe. Necessary information to be logged.

Thank the guest and bid them a warm farewell. Do give the guest a warm invitation to
return.

The duplicate bills, GRCs, credit card slips, all correspondence, passport details need to
be sorted, arranged and kept in the rack for forwarding to accounts.

In case of groups checking out,

• Advance planning and organizing in case of group checkouts.

• Reconfirm the time of baggage down and actual checkouts.
• Billing format for extras, key, and minibar to be kept ready and updated.
• Set aside an area for baggage to be left before it is loaded into the coach.
• Bellboys as per the requirement to be ready well briefed.
• Keys to be monitored.
• Check on the receipt of all amounts.
• Ensure a warm see off

TRAVEL DESK FUNCTION

• A guest’s query or booking for a taxi or activity is intimated to the travel desk and
corresponding arrangements are done.
• Should be aware of information regarding distances, destination, tour programs,
guides, taxis etc.
• All such information to be informed to guest as and when required
• One should be aware of the charges applicable, the costs borne, the issues involved.
• Ensure a value added service to the guest
• Every trip should be followed with a trip sheet with details of the trip, the guest’s
signature, room number, driver’s name, area for feedbacks.
• All bills should have appropriate trip sheets attached.

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Bell Desk functions

• The bell boy is assigned daily by the housekeeping. The bellboy assigned for FO
needs to be around the FO always. Any change of location should be informed to the
FO
• Setting the welcome set.
• Setting the welcome drink counter.
• Lobby toilets to be kept clean and tidy.
• The counter and the lobby to be maintained neat and welcoming always.
• The status of check ins & check outs need to be updated
• Baggage tags to be kept ready by the bellboy.
• Guests need to be helped with bags at check-ins & check outs.
• The safety and cleanliness of the bags need to be maintained.
• Use the trolley for transferring bags. Cover bags during rains.
• The lobby control sheet needs to be updated daily by the bellboy. Checking mini bar
and informing FO.
• Collecting keys and handing over to FO.
• Room shifting.
• Handing over of left items.
• Checking status of umbrellas.
• Collecting indented items from stores.
• Handing over of message slips and tags in the room

Telephone Handling

• This function of Front Office includes the following

• Using Directories
• Receiving Calls
• Transferring Calls
• Holding Calls
• Making Calls
• Wake up calls

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Files & Registers maintained

• Attendance
• Log book
• Message book
• Cash handover register
• Message slip
• Stock ledger
• Encashment
• Cash receipt
• Minibar bill book
• Indent book
• Requisition book
• Complaint book
• C-form
• Monthly & daily correspondence
• Guest folio
• Lobby control sheet
• Room position chart
• Internet register
• Arrival list
• Housekeeping status report
• Room status report
• Tabular ledger
• Interoffice Communication
• Induction file
• Other correspondence
• Lost & found
• Exchange rate
• Outgoing fax
• Xerox book
• Tariff
• Guest comments book

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SPARSA FACILITIES

Explain the basic facilities which are available for the guest. These below are the some
special facilities available at Sparsa. This the responsibility of the front office department to
explain the basic facilities and special features along with time.

Swimming Pool

Feel at home with nature as you refresh yourself at our large swimming pool. The pool side is
an idyllic location to read or to simply lie down and gaze at Mount Arunachala. The
beautifully lighted pool is a much sought after place to relax in the evenings or to cool down
with a swim at the end of the day.

Spa

In addition to enhancing your holistic health at the yoga centre, allow your body and mind to
feel younger at our spa and massage facility. Our expert professionals will make sure to give
you a healing experience with relaxing massages and spa treatments that leave you pampered
from head to toe.

Gym

The Health Club allows you to combine fast paced workouts and strength training exercises
for an invigorating fitness session. Our fully equipped facility has treadmills, a multipurpose
gym and other fitness equipment.

Yoga

Realize the union of your soul with the universe at our Yoga and meditation centre. Our
exclusive yoga instructor will teach you yoga & pranayama to help you feel refreshed and
energised. Allow the peace and serenity of our environs to provide nourishment not just for
your body but also your soul and mind.

Recreation

The recreation centre offers a host of fun options with games such as table tennis, chess, and
carrom. You can also play traditional games such as pallankuzhi, paramapadam and aadu puli
aatam. For those who just want to relax, catch up on your favourite tv shows on the large
screen television.

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4.2.2 HOUSEKEEPING DEPARTMENT

ORGANISATIONAL FLOW CHART

Executive
Housekeeper

Asst.
HouseKeeper

Sr. Supervisor

Supervisor

Sr. Store Trainee

Linen Keeper Sr. House Man Desk Attendant
Supervisor Supervisor

Linen Attendant

Room Maid /
HouseKeeping Trainees Pool boy
Cleaner

The term Housekeeping refers to "keeping the house cleans comfortable and safe". It is
regarded as the backbone of all the lodging industry. Housekeeping is considered the key
supporting department that helps in earning major revenue in hotel. Out of total revenue
earned by the hotel 50% and more is generated from room alone. It also ensures that the
content and amenities of guest room are maintained at high standard to meet the guest
satisfaction.

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Usually, Executive housekeeper allocates, supervise and monitor daily and periodic cleaning,
maintaining and redecoration. They are also responsible for up-keep of the entire area of the
hotel except kitchen, bar, food and beverage, store and pantries.

To manage housekeeping department following should be considered:

• Recruit skilled and semi-skilled manpower.

• Design and décor of guest room, bathroom, floor pantries.
• Design and layout of section of housekeeping.
• Selection of proper furnishing.
• Hire temporary staff for managing peak season.
• Plan and organize the work efficiently.

INTRODUCTION TO THE ROOMS

Standard room

Experience the perfect blend of traditional charm and modern luxury in our elegantly
appointed rooms with an ethnic design. The upper floor rooms offer striking views of the
sacred Mount Arunachala. All the rooms are equipped with LCD Televisions, Writing desk,
Tea/Coffee makers, Mini-Fridge and Safety Lockers. Immerse yourself in the rich cultural
heritage while relishing the comforts of contemporary living.

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Deluxe room

An impressive collage of modern amenities and ethnic expressions, the spacious Deluxe
Rooms provide a warm, intimate and comfortable atmosphere that complements the high
levels of personalized service and air of sophisticated luxury. Characterized by inviting beds,
soft lighting and traditional elements, all the rooms are equipped with LCD Televisions,
Writing desk, Tea/Coffee makers, Mini-Fridge and Safety Lockers.

Room Features

• Sleeps 3 Guests
• 1 King or Twin
• Fans
• Safety Locker
• Daily English Newspaper
• Room Slippers
• Shower
• Air-conditioning
• Electric Kettle
• Tea/Coffee Making
• Satellite / Cable TV
• TV
• Guest Laundry Facility
• Free WiFi
• Mini Bar

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Desk Control

The Housekeeping Control Desk is the nerve center of the Housekeeping Department and it
co-ordinates with the Engineering department, the Front office, the F&B department and the
guest.

When a call is received at the Control desk, the desk attendant fills up the desk control
register with the room number, details of request and the name of the receiver of the call.

The message or request is conveyed to the respective floor staff in case of HK request and to
the Engineering department in case of maintenance complaint.

The rectification of complaint or the completion of requested service is double checked by

the desk attendant by getting the confirmation either from the guest or the concerned staff.

At the end of the day, as a control measure, the day's requests or complaints are double
checked by the supervisor and signed.

Functions

Generally Housekeeping is concerned about the following:

• Courtesy call
• Room cleaning
• Bathroom cleaning
• Waste reduction
• Making bed arrangement in rooms
• Cleaning pool surroundings
• Cleaning the public area
• Inspection of room and public area by Housekeeper
• Lost and Found articles
• Requisitioning guest and cleaning supplies

Laundry services

• Handling guest laundry

• F&B linen
• Staff linen

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Registers and files

• Desk Control Register

• Courtesy Call Register
• Lost and Found Register
• Executive Laundry Register
• Contract Laundry Register
• F&B Linen Exchange Register
• Guest Laundry Register
• Gardening Log Book
• Housekeeping Stock Register
• Flower Supply Register
• Pest Control Register
• Housekeeping Room Inspection Register
• Housekeeping Staff In/Out Register
• Floor Linen Sheet
• Floor Consumption Sheet
• Approved Service Provider List
• Minibar and Coffee Consumption Maker Register
• Minibar and Coffee Maker Stock Register
• Minibar Bill Register
• Air India Laundry Register
• Jet Airways Laundry Register
• Location Register

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4.2.3 FOOD AND BEVERAGES SERVICE DEPARTMENT

ORGANISATIONAL CHART

F & B Manager

Asst. Manager F&B

Bar Manager
F&B Controller

Restaurant F&B
Bar Attender
Manager supervisor

Asst. Manager
Restaurant

F&B
Executive

Sr. Captain

Captain

Tr. Captain

Sr. Steward

Steward

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FOOD AND BEVERAGES OUTLETS IN SPARSA

• Sathvam vegetarian Restaurant

• Room service

Sathvam, Vegetarian Restaurant

The traditional Indian belief that you are what you eat has influenced our food habits for
eons. Sathvam, the pure Vegetarian restaurant, is a repository of good health and happiness. A
specialized menu to enhance the Sathvic gunas (divine nature) has been created based on
expert guidance. The restaurant presents an exhilarating blend of great taste with good health.

Banquet Hall

Whether it’s an engagement party, birthday party, corporate or charity event, Kalanjiyam
presents a magnificent banquet venue to make any occasion a memorable one, for you and
your loved ones. Dedicated and experienced staff will work with you to create a menu that
will reflect your personal taste and customize your event to reflect your style. specific theme
parties can also be arranged to make your event as distinctive as you.

Capacity

• Theater style – 150 seats

• Class style – 100 Seats
• U shaped style – 60 Seats

PROCEDURE AT RESTAURANTS

The service cycle at a restaurant follows the sequence given below:

1. Preparing restaurant for service

2. Taking reservations
3. Receiving guests
4. Taking orders
5. Service of beverages
6. Clearance of table

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 7. Presenting of bill
8. Escorting and bidding farewell to customer
9. Preparing for the next service
10. The restaurants offer both A la carte and Buffet services. The timing of the meals of a
day are: breakfast: 7.00-10.00, lunch: 12.30-15.00 and dinner: 19.30-22.30.

Room Service

At the office, there will be an order taker whose sole responsibility is picking up the phone
within three rings and taking the order and records it in the Control Sheet. Room number,
Order-in time, type of service requested, are recorded in it at first. Runners, the people who
take the order to the respective rooms, also record the same in a card which looks exactly the
same. They set the trolley with the requests made and take them to the room. The time when
the trolley is taken out is recorded as order out time in both the control sheet and the card
with the runners. When the guest finishes the meal, the runner clears up the trolley. This time
is recorded as clearance time. And later, remarks, if any are recorded

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4.2.4 KITCHEN DEPARTMENT

ORGANISATIONAL FLOW CHART

Executive Chef

Kitchen
Kitchen
Stewarding Sous Chef
Supervisor
Supervisor

Chef de Partie

Demi chef de
Partie

Commis Ⅰ

Commis Ⅱ

Bar Attendar

commis Ⅲ

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Divisions of Kitchen at SPARSA

• Continental
• South & north Indian
• Chinese
• Tandoor
• Pantry
• Butchery
• Bakery
• Pastry
• Indian sweet

KITCHEN UTILITIES

Other than the above-mentioned job positions in kitchen, there also kitchen utilities, who are
responsible for cleaning the kitchen equipment.

INTERDEPARTMENTAL CO-ORDINATION

Kitchen has to co-ordinate with the other departments for the following purposes:

F&B Service

There should be a very close co-ordination with this department as they are various F& B
service outlets for which food has to be sent to all the outlets by taking care of their type of
food, quantity of food and different food pickup times\Service outlets have to informed well
in advanced regarding the bookings. As per that the kitchen personnel prepares the mise-en-
place well in advance for the smooth operations.

House Keeping

This department plays a major role in keeping the various kitchen uniforms neat, hygienic
and clean at all times. Staffs on both sides have to co-ordinate to maintain high standards of
professional upkeep.

Front Office

The kitchen department receives information regarding group arrivals & departure dates of
the guests which is important and also VIP guest his favourite food items and special
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instructions for the food preparation. Everyday this department sends the house count to the
kitchen

Sales & Marketing

The personnel in this department strike deals with various people and organizations for
corporate meetings, conventions, celebrative parties, etc. normally these parties are routed to
the Banquets department. The same is being instructed the kitchen for the preparations of
food and the pick-up time with co- ordination with Banquets department.

HRD

This is an important department as F&B relies here in recruiting and dismissal of skilled
manpower for running their operations smoothly with the co-ordination of executive chef.
The salaries and other benefits, training etc. of the F&B staff are given by the HRD
department.

Security

This department takes care of the timings of the kitchen staff. Sometimes they have to take
care of the kitchen equipment which are placed in various F&B outlets for food pickup.

Purchase and Stores

The co-ordination with this department is very essential for purchase of food items with
their specifications. With the help of the purchase department the access to the food suppliers
should be maintained very smoothly for the supplies of food commodities i.e. perishable and
non- perishables and also special ingredients for the special events .The stores has toco-
ordinate with kitchen for the storing and issuing of food commodities round the clock.

A. KITCHEN CONTROL AND GARBAGE DISPOSAL

It is important to store garbage correctly before it is disposed off. It should not be left
overnight near the kitchen area. The kitchen area is warmer than the other areas and decay is
faster near the kitchen. The ideal storage area is in a yard behind the premises. Garbage
should be filled in bins and these bins should be kept in the coolest place. Care should be
taken to ensure easy cleaning and absence of pests. The garbage storage area should be large
enough for the amount of garbage that will accumulate.

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B. STANDARDISATION

Standardized recipes To place into effect a solid control system in many restaurant,
standardized recipes are a necessity. The control the quantity and quality of ingredients used
to prepare a particular dish, as well as controls the portions that are to be served. They are
also a necessity tool in figuring the cost. Simply having standardized recipes in an operation
is not enough. It is imperative that everyone follow them. Any deviation from the
standardized recipe results not only in poor quality, but inaccurate cost being figured for that
item and, consequently, an incorrect selling price

C. PORTION CONTROL

Portion control means controlling the size or quantity of food to be served to each customer.

Portion control equipment

There are certain items of equipment which can assist in maintaining control of the size of the
portions:

• Scoops, for ice-cream or mashed potatoes

• Ladles, for soups and sauces
• Butter pat machines, regulating pats from 7 g upwards
• Fruit juice glasses, 75-150 g
• Soup plates or bowls, 14, 16, 17, 18 cm
• Milk dispensers and tea-measuring machines
• Individual pie dishes, pudding basins, mould and coupes

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4.2.5 STORE AND PURCHASE DEPARTMENT

ORGANISATIONALFLOW CHART

Purchase
Manager

Store
Manager

Store
Helper

The purchasing process starts with the initiation of demand lists by the concerned
departments and is completed with the goods are received in the hotel. The demand lists are
made on monthly basis and these are not valid for the next month. The demand list should
duly be signed and approved by the General Manager and Financial Controller and should be
within the allocated budget:-

Hotel purchases can be segregated into following categories:-

• General purchases
• Engineering purchases
• Food, beverage & grocery purchases
• Operation departments purchases
• Capital purchases
• Misc. purchases (purchases other than store items)
• Fuel & maintenance of vehicles

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 • Promotional and Advertising

Procedure for initiating demands

Demand for general store items will be initiated by the store supervisor. A minimum and
maximum par stock of each item should be set, since items of printing and manufacturing
takes time therefore, for setting the par of these items coordination with purchasing
department is encouraged. In this regard assistance from purchasing department may be
requested.

Demand list for store items based on the closing stock should reach the purchasing
department by the of every month duly signed by financial controller (who will verify it with
the allocated budget).

Purchasing department is responsible to compile the demand lists as soon as possible and get
these approved by the general manager.

For items other than stores, the concerning department is responsible for initiating the
demand. These demand lists should also reach the purchasing department by the 3 of every
month duly signed by FC (who will verify it with allocated budgets). To regulate this
procedure cost office is responsible to compile the lists in a file and present it to the purchase
department. The format for presenting the demand lists is as follows:

Department should seek assistance from purchase department regarding the unit price to be
mentioned in the demand lists. This should be done before the start of the month and lists
should be presented to the purchase department duly signed by FC by the 3rd of every month.
The information regarding the exact quality and specification of the items should also be
passed on the purchase department.

Action by purchasing department

On receipt of demand lists from departments, the purchasing department would segregate
these into the following categories:-

• General store demand list

• Grocery store demand list
• Engineering store demand list
• Beverage store demand list
• Housekeeping demand list

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 • Laundry demand list
• Stewarding demand list
• Sales & Marketing demand list
• Fuel & Maintenance demand list
• Miscellaneous demand list

Receiving of Goods.

All the items purchased are required to be delivered at hotel's receiving area. The receiving
supervisor acting as an agent of the hotel will receive the Goods and do the documentation.

Payment to vendors

Vendors are to be paid on the basis of their monthly supply by the 15th of every month.
Vendors should be informed at the time of payments of any deductions made for any reason.

Administrative responsibilities of purchase manager

Purchase manage is responsible for overall activities of purchasing department.

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4.2.6 ENGINEERING DEPARTMENT

The engineering departments responsibilities include preventive maintenance; repair;

replacement; improvement and modification to furniture, fixtures, and equipment (FFE); and
ensuring uninterrupted provision of utilities(gas, electricity, water).Preventive
maintenance involves routine checks and inspection of the key components of all equipment.
Maintenance of recreational facilities may be part of the engineering departments
responsibilities. In particular, swimming pools require extensive maintenance to ensure
proper filtration and to prevent the accumulation of algae and other conditions unsuitable for
swimming. Prompt repair minimizes loss of productivity in other hotel operating departments
and inconvenience to hotel guests. When a particular FFE has reached the end of its useful
life and repair is no longer cost-effective, replacement is indicated. Improvement projects
enhance the existing operation or reduce operating costs of the facility. Modification projects
alter the existing operation to accommodate one or more new functions. UDS has
maintenance personnel who have general knowledge and understanding of the hotels
operations but rely on outside contractors for specialized jobs

4.2.7 ACCOUNTS DEPARTMENT

The accounting department's traditional role is recording financial transactions, preparing and
interpreting financial statements, and providing the managers of other departments with
timely reports of operating results (line functions). Other responsibilities, carried out by the
assistant controller for finance, include payroll preparation, accounts receivable, and accounts
payable (staff functions).

Another dimension of the accounting department's responsibilities deals with various aspects
of hotel operations, cost accounting, and cost control throughout the hotel. The two areas of
central concern to the accounting department are rooms and food and beverage. The
accounting department's front office cashier is responsible for tracking all charges to guest
accounts. At the close of each business day, which varies by hotel but typically occurs at
midnight or after the bulk of guests transactions have been completed (i.e., check-in,
restaurant charges, retail charges, etc.), the night auditor is responsible for reconciling all
guest bills with the charges from the various hotel departments. Although the front office
cashier and the night auditor physically work at the front desk and, in the case of the cashier,
have direct contact with guests, they are members of the accounting department and report to
the assistant controller of operations.

39
The food and beverage department may be responsible for food preparation and service, but
the accounting department is responsible for collecting revenues. The food and beverage
controller and the food and beverage cashiers keep track of both the revenues and expenses of
the food and beverage department. The food and beverage controller's job is to verify the
accuracy and reasonableness of all food and beverage revenues.

In addition to tracking and preparing daily reports on the costs of the food and beverages used
in the hotel, in many cases the accounting department is also responsible for purchasing and
storeroom operations. Finally, the director of systems is responsible for designing the
accounting and control systems used throughout the hotel. The accounting department is also
responsible for collecting and reporting most of a hotel's operational and financial statistics,
which provide important data for decision making and budget preparation purposes. The head
of the accounting department may report not only to the hotel's general manager but also to
the hotel chain's financial vice president or to the hotel's owner.

4.2.8 SECURITY DEPARTMENT

Problems can be created by guests, employees, or intruders. Security breaches can result in
embezzlement, theft, arson, robbery, and even terrorism.

The general responsibilities of security include:

1. Handling of electronic locks and keys.

2. Security to the guests' rooms.
3. Control of unauthorized entry on premises.
4. Protection of assets.
5. Conducting emergency procedures.
6. Proper transmission of communication or information in case of emergencies.
7. Maintain security records and staff security procedures

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 CHAPTER-5

CONCLUSION

The Summer Training done at Sparsa Resort which comes under Halez Hospitality Services
private limited is a place which make easier to gain an intellectual knowledge on
organisational overview. During this training period, I have gained knowledge on various
departmental functions of the hotel industry offers valuable insights into the intricate
workings that contribute to the overall success of a hotel. Each department, from front office
operations and housekeeping to food and beverage services and sales & marketing, plays a
vital role in delivering a seamless guest experience. The coordination among these
departments is crucial for maintaining service standards, operational efficiency, and financial
profitability. Through this training I gained knowledge about the overall process and
departmental functions of Sparsa resort.

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REFERENCE:

WEBSITES

https://sparsaresorts.com/

https://sparsaresorts.com/thiruvannamalai/

BOOK

AravindGautam (2010), A Concise Course on Hotel & Hospitality Management,

New Delhi: Axis Publications.

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