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PROJECT REPORT
ON
INDUSTRIAL EXPOSURE TRAINING
AT
DOUBLETREE BY HILTON, BENGALURU,
WHITEFIELD

Submitted By:
MOHAMME SHEZAN KHAN
BATCH: - BSCHM C-22
ENROLLMENT NO
220755210581
 Acknowledgement

I would like to express my sincere gratitude to Prof. Swaminathan, Head

of the institute in Chennais Amirta International Institute of Hotel
Management, Bengaluru, for his invaluable support in securing this
internship opportunity at DoubleTree by Hilton. His guidance and belief
in my potential played a significant role in shaping this enriching
learning experience.

Student Signature

T&P Manager Head of the Institute’s

Signature Signature
 To whom it may concern:
This is to certify that Mohammed Shezan khan a Bonafide
student of Chennais Amirta International Institute of Hotel
Management, Bengaluru, pursuing Bachelor of Science in
Hotel Management 2022 to 2025 He has successfully
completed an Industrial Exposure Training (IET) program
at DoubleTree by Hilton from 12th December 2024 to3rd
June 2025.

This certificate is issued in support of IET Project work.

Sincerely,

Prof. Swaminathan
Head of the Institute
TRAINING CERTIFICATE
* Prime Location: Situated in Whitefield, one of Bengaluru's top IT and
business hubs, the hotel is ideally located for both business travellers
and leisure tourists.
* Accessibility: Close proximity to major roads, making it easily
accessible from the city centre and Bengaluru’s Kempe Gowda
International Airport (about 40 km away).
* Modern Design: A mix of contemporary architecture and stylish
interiors, offering an elegant atmosphere throughout the property.
* Warm Welcome: Upon check-in, guests are greeted with the
signature warm chocolate chip cookie, a unique Hilton gesture that
adds a personal touch to the guest experience.
* Spacious Rooms: The hotel boasts a range of spacious rooms and
suites with modern furnishings, ideal for both short and long stays.
* Executive Rooms: Specially designed executive rooms cater to
business travellers, offering added amenities like access to the
Executive Lounge and premium services.
* Contemporary Amenities: Rooms come equipped with flat-screen
TVs, high-speed internet, work desks, and premium bedding for
maximum comfort.
* Suites: The suites offer additional space, enhanced luxury, and
separate living areas, making them perfect for those seeking extra
comfort.
* Dining Experiences: Multiple dining options are available, ranging
from casual to formal, with local and international cuisines on offer.
* Restaurant - The Square: This all-day dining restaurant offers an
extensive buffet and à la carte options, including local Indian and
international delicacies.
*Restaurant - The Lobby Lounge: A relaxed setting for casual meetings
or unwinding with drinks and light bites.
* Café - The Pastry Shop: A perfect stop for quick coffee, tea, cakes,
pastries, and grab-and-go snacks.
* International Cuisine: Guests can enjoy a diverse range of
international cuisines, including Italian, Continental, and Asian flavours,
expertly prepared by the chefs.
* Outdoor Dining: The hotel also offers outdoor dining options,
allowing guests to enjoy Bengaluru's pleasant weather in a relaxed
atmosphere.
* 24-Hour Room Service: For those who prefer dining in their rooms,
the hotel offers 24/7 in-room dining with a broad range of menu
options.
* Meeting and Event Spaces: The hotel features versatile meeting
rooms and event spaces, including large conference halls and smaller
meeting rooms, all equipped with modern AV technology.
* Ballroom: The grand ballroom at DoubleTree by Hilton is perfect for
weddings, corporate functions, and large gatherings, offering ample
space and high-end facilities.
* Business Centre: A dedicated business centre with printing, copying,
and fax services, available 24/7, is ideal for corporate travellers.
* Wi-Fi Connectivity: High-speed internet access is available
throughout the property, ensuring seamless connectivity for both
business and leisure guests.
* Fitness Centre: The well-equipped fitness centre is available 24/7,
featuring cardio machines, free weights, and other gym facilities to
cater to health-conscious travellers.
* Spa and Wellness: The hotel offers a full-service spa with
rejuvenating treatments, massages, and wellness therapies for
relaxation after a busy day.
* Swimming Pool: An outdoor pool area where guests can relax and
enjoy Bengaluru's pleasant climate.
* Sustainability: The hotel incorporates eco-friendly practices such as
energy-efficient lighting, water conservation initiatives, and waste
management systems, making it a sustainable hospitality choice.
* Pet-Friendly: The hotel is pet-friendly, welcoming guests traveling
with their pets and offering special amenities and services for furry
companions.
* Event Planning Assistance: The hotel provides expert event planning
services, assisting with everything from catering to décor for weddings,
corporate meetings, and social gatherings.
* Security: 24/7 security measures are in place, including CCTV
surveillance, electronic key cards, and on-site security personnel,
ensuring a safe and secure stay for guests.
* Transportation Services: The hotel provides airport transfers and taxi
services, ensuring convenient transportation for guests.
* Room Types: In addition to standard rooms and suites, the hotel also
offers accessible rooms for guests with disabilities, ensuring inclusivity
for all.
* Entertainment: The hotel offers various entertainment options,
including movie nights and live music events in the lobby lounge,
adding to the experience.
* Multilingual Staff: The staff at DoubleTree by Hilton Bengaluru is
multilingual, catering to international guests and ensuring a smooth
communication process.
* Tour Desk: The hotel provides a tour desk where guests can book
sightseeing tours, tickets to local attractions, and experiences around
Bengaluru.
* Retail Options: The property includes a retail area with souvenir
shops and travel essentials for guests who want to pick up something
during their stay.
* Concierge Service: The concierge is available to assist with
reservations, transportation arrangements, and any special requests,
ensuring guests have a hassle-free experience.
* Corporate Packages: DoubleTree by Hilton Bengaluru offers
corporate packages, including special deals on accommodation,
meetings, and dining, making it a popular choice for business groups.
* Awards and Recognition: The hotel is known for its excellent service
and hospitality, consistently receiving positive reviews and accolades
from guests for its overall experience
 The Hilton Group of Hotels is one of the largest and most well-known
hotel chains in the world, with a long history in the hospitality industry.
Here’s a comprehensive overview, highlighting the key aspects of Hilton
and its diverse range of properties:
1. Company Overview
Hilton was founded in 1919 by Conrad Hilton and is headquartered in
McLean, Virginia, USA. It has grown to become a global hospitality
leader with a vast portfolio of hotels and resorts.
2. Global Presence
Hilton operates more than 6,500 hotels in 119 countries and territories
around the world, making it one of the largest hotel chains globally.
3. Brand Portfolio
Hilton has a broad portfolio of brands, ranging from luxury to budget-
friendly options. These brands cater to various types of travellers and
offer different experiences.
4. Hilton Honors Program
Hilton offers a loyalty program, Hilton Honors, which rewards members
with points for stays, making it easier for guests to earn free nights,
upgrades, and other benefits.
5. Luxury Brands
Hilton’s luxury collection includes some of the most prestigious hotel
brands:
• Waldorf Astoria Hotels & Resorts: Offers luxury experiences with
elegant accommodations.
• Conrad Hotels & Resorts: Known for stylish, upscale properties in
key cities.
• LXR Hotels & Resorts: A collection of luxury properties offering
refined, high-end experiences.
6. Premium Brands
Hilton’s premium brands cater to high-end travellers but at more
accessible price points:
• Hilton Hotels & Resorts: The flagship brand, offering mid-range to
upscale properties worldwide.
• Curio Collection by Hilton: A collection of distinctive, high-end
hotels that reflect the uniqueness of their locations.
• DoubleTree by Hilton: Known for its welcoming atmosphere, with
amenities like signature warm chocolate chip cookies upon check-
in.
7. Focused Service Brands
For travellers seeking modern, value-oriented accommodations, Hilton
offers the following brands:
• Embassy Suites by Hilton: Known for spacious two-room suites,
complimentary breakfast, and evening receptions.
• Hampton by Hilton: Focused on affordable comfort, with clean,
stylish rooms and complimentary breakfast.
 • Tru by Hilton: A budget-friendly brand with a lively, vibrant design
and tech-savvy amenities.
• Homewood Suites by Hilton: Extended-stay hotels offering
apartment-like accommodations with kitchenettes.
8. All-Suite Brands
For long-term stays or more spacious accommodations, Hilton offers:
• Home2 Suites by Hilton: Designed for longer stays, featuring fully-
equipped kitchens and spacious rooms.
• Embassy Suites by Hilton: Also offers suite-style rooms and an
emphasis on guest comfort.
9. Resort Properties
Hilton operates numerous resorts around the world, especially in
tropical and scenic destinations. Notable resorts include:
• Hilton Hawaiian Village Waikiki Beach Resort: A massive
beachfront resort with a variety of activities.
• Conrad Maldives Rangali Island: A luxury resort with overwater
bungalows and stunning ocean views.
10. Business & Conference Hotels
Hilton properties are often equipped with extensive business and
conference facilities:
• Hilton Hotels & Resorts: Known for its large meeting spaces and
corporate event services.
• DoubleTree by Hilton: Offers mid-range properties with strong
business services.
11. Eco-Friendly & Sustainable Initiatives
Hilton is committed to sustainability, implementing eco-friendly
practices in its operations. The Light Stay program helps track energy
 and water usage across Hilton properties, and many hotels have been
certified with green building standards.
12. Innovative Guest Experience
Hilton is known for embracing technology and enhancing the guest
experience. They were one of the first to introduce mobile check-in,
digital room keys, and smart room features like voice control and
connected services.
13. Hilton Garden Inn
This is one of Hilton’s most popular mid-scale brands, offering business-
friendly amenities, such as 24-hour business centres, and fitness
facilities. It provides a balance of comfort and convenience for both
business and leisure travellers.
14. International Expansion
Hilton continues to expand in emerging markets like China, India, and
the Middle East. They are particularly focused on the Asia-Pacific
region, where they see significant growth potential.
15. Notable Acquisitions
Hilton has expanded through various acquisitions over the years,
including:
• The Waldorf Astoria Collection: Acquired in 2006, adding luxury
properties to Hilton’s portfolio.
• Red Lion Hotels Corporation: Acquired in 2018, bolstering Hilton’s
position in the mid-range and budget hotel sectors.

Hilton’s diverse collection of properties allows it to cater to a wide

range of guests, from luxury travellers to budget-conscious families.
Their emphasis on service, quality, and loyalty programs makes them a
leader in the hospitality industry.
 DoubleTree by Hilton Bangalore - Whitefield

DoubleTree by Hilton Bangalore – Whitefield is a sophisticated and

contemporary hotel located in the bustling tech hub of Whitefield,
Bangalore. Known for its warm and inviting ambiance, this property
offers a perfect blend of modern amenities and personalized service,
catering to both business and leisure travellers. Whether you're in town
for a business conference, family vacation, or a special event, DoubleTree
by Hilton in Whitefield promises an exceptional stay with comfort,
convenience, and world-class hospitality.

DoubleTree by Hilton is a well-established global hotel brand, and the

Bangalore – Whitefield property is no exception to its high standards.
Positioned in the heart of Whitefield, this hotel is surrounded by key
commercial centres, tech parks, shopping malls, and leisure spots,
making it an ideal choice for travellers seeking both comfort and
accessibility.
The hotel is renowned for its signature warm chocolate chip cookie
offered to every guest upon arrival, ensuring a sweet start to their stay.
1. Property Information:
• Location:
DoubleTree by Hilton Bangalore – Whitefield is located in the
vibrant Whitefield area of Bangalore, approximately 40 minutes
from Kempe Gowda International Airport (BLR) and just a short
distance from the IT and business hubs, including ITPL
 (International Tech Park Bangalore) and EPIP Zone. The hotel’s
proximity to key commercial areas makes it a prime location for
business travellers.
• Rooms & Suites:
The hotel offers a range of stylish and well-appointed rooms with a
contemporary design that caters to both short and long stays. Key
features include:
o Standard Rooms: Comfortable rooms with modern
furnishings, a flat-screen TV, and ergonomic workspaces.
o Suites: Spacious suites offering separate living areas,
additional privacy, and premium amenities.
o Executive Rooms: These rooms come with added benefits
like access to the Executive Lounge, which offers
complimentary refreshments and business services.
• Total Number of Rooms: Over 200 rooms are available, including
various categories such as standard rooms, suites, and accessible
rooms.
• Design & Ambiance: The hotel’s design blends traditional Indian
elements with contemporary aesthetics, offering a comfortable
yet elegant environment for both business and leisure travellers.
2. Services at DoubleTree by Hilton Bangalore – Whitefield:
• Restaurants & Dining:
o Mosaic: A vibrant all-day dining restaurant offering a diverse
range of international cuisines with live cooking stations.
o The Lobby Lounge: A perfect place to unwind with a cup of
coffee or evening cocktails in a relaxed setting.
o Bar & Lounge: A stylish setting offering an extensive selection
of wines, cocktails, and light snacks.
 • Business Services:
o Business Centre: A fully-equipped business centre with
access to computers, printers, and other essential office
facilities.
o Meeting Rooms: The hotel offers a variety of meeting and
conference rooms with state-of-the-art technology for
corporate events, presentations, and seminars.
o Executive Lounge: Guests staying in Executive Rooms or
Suites have access to a private Executive Lounge, offering
business services, complimentary breakfast, evening
cocktails, and snacks.
• Wellness & Fitness:
o Fitness Centre: The hotel features a modern fitness centre
equipped with state-of-the-art exercise equipment to help
guests maintain their workout routines during their stay.
o Outdoor Swimming Pool: A serene outdoor pool with
sunbeds, ideal for a relaxing swim or lounging in the sun.
• Spa & Relaxation:
o The hotel offers a range of wellness services, including
rejuvenating spa treatments and massage therapies to help
guests unwind after a busy day.
3. Guest Services:
• Concierge Services:
The concierge team at DoubleTree by Hilton Bangalore –
Whitefield is always available to assist with various guest needs,
including tour bookings, restaurant reservations, transportation
arrangements, and more.
 • 24-Hour Room Service:
Guests can enjoy in-room dining at any time of day or night, with a
menu offering both local and international dishes.
• Complimentary Internet Access:
Free Wi-Fi is available throughout the hotel, ensuring that guests
can stay connected for business or leisure purposes.
• Laundry and Dry Cleaning:
Laundry and dry-cleaning services are available, making it
convenient for long-stay guests or those traveling for business.
• Valet Parking & Self-Parking:
The hotel provides both valet parking and self-parking facilities for
the convenience of guests.
4. Other Facilities and Amenities:
• Event and Banquet Facilities:
DoubleTree by Hilton Bangalore – Whitefield boasts a spacious
event venue ideal for conferences, weddings, and other special
occasions. The hotel has meeting rooms and ballrooms equipped
with modern AV technology, making it a top choice for corporate
events and celebrations.
• Wedding & Celebration Services:
With an experienced events team, the hotel offers bespoke
services for weddings, social gatherings, and parties. From elegant
banqueting to custom-tailored menus, DoubleTree by Hilton
provides personalized services to make any event memorable.
• Transportation Services:
o Airport Transfers: The hotel provides airport transfer services,
making it convenient for guests arriving and departing from
Kempe Gowda International Airport.
 o Shuttle Services: The hotel also offers shuttle services to
nearby shopping malls and commercial centres for guests'
convenience.
• Pet-Friendly:
The hotel is pet-friendly, allowing guests to bring their furry
friends along, ensuring a comfortable stay for both the pets and
their owners.
5. Sustainability & Eco-Friendly Initiatives:
DoubleTree by Hilton Bangalore – Whitefield is committed to
sustainability and environmental responsibility. The hotel follows
Hilton’s Light Stay program, which tracks energy consumption, water
usage, and other factors to reduce its environmental impact.
Additionally, it has implemented waste reduction and energy-saving
initiatives in line with Hilton’s global sustainability goals.
6. Location Advantages:
• Proximity to Major Tech Parks: The hotel is located near ITPL,
EPIP Zone, and International Tech Park Bangalore (ITPB), making
it a popular choice for business travellers visiting the technology
and IT sectors.
• Shopping & Entertainment: The hotel is within close proximity to
Phoenix Market city and VR Bengaluru, two of Bangalore's top
shopping malls. Guests can easily enjoy shopping, dining, and
entertainment experiences.
• Leisure Attractions: For leisure travellers, the hotel is well-situated
for visits to popular spots like Cubbon Park, Bannerghatta
Biological Park, and Lalbagh Botanical Garden.
Conclusion:
DoubleTree by Hilton Bangalore – Whitefield combines modern luxury
with world-class service, offering an exceptional stay in the heart of one
of Bangalore’s most dynamic neighbourhoods. Whether you're visiting
for business or leisure, this hotel is equipped with everything you need
to ensure a comfortable and memorable experience. From spacious
rooms and excellent dining options to modern conference facilities and
wellness amenities, it stands as a premier choice for travellers looking
to make the most of their time in the city.
The Front Office Department at DoubleTree by Hilton Bengaluru –
Whitefield

The Front Office Department is one of the most important and

dynamic departments in any hotel, and at DoubleTree by Hilton
Bengaluru – Whitefield, it plays a central role in delivering exceptional
guest experiences. The Front Office is the first point of contact for
guests, and it’s where they begin their journey at the hotel. Whether
it's for check-in, concierge services, or addressing guest requests, the
Front Office ensures that every guest has a smooth and welcoming stay.
Let’s break down the key elements of the Front Office Department at
DoubleTree by Hilton Bengaluru – Whitefield:

1. Role & Function of the Front Office Department

The Front Office at DoubleTree by Hilton Bengaluru – Whitefield is
responsible for a variety of essential functions, including:
• Guest Reception and Check-in/Check-out: The Front Office team
is responsible for warmly welcoming guests upon arrival, handling
check-ins efficiently, and ensuring a smooth check-out process at
the end of their stay. This is where guests receive their room keys
and any necessary information about the hotel’s services and
facilities.
• Guest Information: The Front Office provides guests with essential
information such as breakfast timings, facilities available at the
 hotel (e.g., pool, gym, spa), and local attractions. They also assist
guests with transportation arrangements, sightseeing
recommendations, and any special requests.
• Reservation Management: Front Office plays a significant role in
managing room bookings. This includes both online reservations
via the Hilton website or third-party channels, as well as walk-ins.
Ensuring that rooms are assigned appropriately based on guest
preferences and availability is an important responsibility.
• Guest Assistance & Problem Resolution: The department is
responsible for addressing guest complaints, special requests, and
concerns, ensuring that guests have a pleasant stay. If guests
encounter any issues (e.g., room service or maintenance
problems), the Front Office team coordinates with relevant
departments to resolve them promptly.

2. Key Positions in the Front Office

The Front Office Department at DoubleTree by Hilton Bengaluru –
Whitefield consists of several key roles, each responsible for specific
tasks. Below are the main positions:
a. Front Office Manager
• Responsibilities: The Front Office Manager oversees the entire
Front Office operation, ensuring smooth guest arrivals,
departures, and overall guest satisfaction. They are also
responsible for managing the team, handling guest complaints,
and maintaining effective communication between departments.
The Front Office Manager is the main point of contact for ensuring
guest service standards are met.
• Skills: Strong leadership, excellent communication, and customer
service skills.
b. Assistant Front Office Manager
• Responsibilities: The Assistant Front Office Manager supports the
Front Office Manager and often handles day-to-day operational
tasks like supervising the Front Desk team, assisting with guest
inquiries, and monitoring performance. They also play a role in
managing guest complaints and resolving any issues.
• Skills: Organizational, multitasking, and problem-solving abilities.
c. Receptionists / Front Desk Agents
• Responsibilities: Receptionists are the first point of contact for
guests. They check guests in and out, handle room assignments,
and ensure that guest needs are met. They are also responsible for
answering phone calls, making reservations, and providing guests
with key information about the hotel and local area.
• Skills: Excellent communication, attention to detail, and a calm
demeanor in high-pressure situations.
d. Concierge
• Responsibilities: The Concierge team assists guests with specific
needs, such as arranging transportation, booking tours or
activities, recommending local restaurants, and handling other
requests. The Concierge is a key part of providing a personalized
experience for each guest.
• Skills: Local knowledge, problem-solving, and high-level customer
service.
e. Bell Desk / Bellboys
• Responsibilities: Bellboys assist guests with their luggage, guiding
them to their rooms, and providing any necessary information
about the hotel’s services. They are also responsible for helping
guests with transportation arrangements (e.g., taxis, shuttle
services).
 • Skills: Friendly demeanour, physical fitness, and knowledge of
hotel facilities.
f. Night Auditor
• Responsibilities: The Night Auditor handles night shifts, including
ensuring that all guest check-ins and check-outs are recorded
accurately. They also perform accounting and auditing tasks,
reconcile the day’s transactions, and prepare reports for the
following day.
• Skills: Strong attention to detail, accounting knowledge, and the
ability to work independently.
g. Guest Services Agents
• Responsibilities: These agents handle guest requests and queries
throughout their stay, such as arranging transportation, providing
information, or resolving issues. They also support the Front Desk
team by providing additional assistance as needed.
• Skills: Customer service orientation, problem-solving, and
multitasking.

3. Key Responsibilities of the Front Office Department

a. Check-in and Check-out Process
• Smooth and Efficient Check-in: The team ensures that guests are
checked in promptly with minimal wait times. Receptionists verify
reservation details, assign rooms, and provide guests with
necessary information.
• Express Check-out: For convenience, DoubleTree by Hilton
Bengaluru – Whitefield offers express check-out services, allowing
guests to check out without having to visit the front desk.
b. Guest Interaction and Hospitality
 • Warm Welcomes: The staff greets guests with Hilton’s signature
hospitality, making them feel at home.
• Personalized Service: Recognizing repeat guests or special
requests is a part of delivering exceptional guest experiences.
c. Handling Complaints and Requests
• The team manages guest complaints and works closely with other
departments to resolve issues like room maintenance, room
service, or housekeeping. They ensure that guest concerns are
resolved in a timely and professional manner.
d. Reservation and Room Management
• Booking and Confirmation: The Front Office team works closely
with the Reservations Department to ensure accurate booking
records.
• Room Upgrades: They handle any requests for room upgrades or
special accommodations (e.g., for VIP guests or business clients).

4. Guest Services and Facilities Managed by Front Office

• Guest Assistance: The Front Office is responsible for providing
general guest assistance, such as:
o Local information (restaurants, attractions, transport)
o Handling guest requests (extra pillows, room service, wake-
up calls)
o Personalized services (flower arrangements, special occasion
requests)
• Room Service & Amenities: The department ensures that room
service requests are managed and relayed to the kitchen or in-
room dining department. They also ensure that in-room amenities
are up to standard.
 • Transportation & Travel: The Front Office arranges taxis, airport
transfers, and car rentals for guests, making sure they have access
to transportation during their stay.
• Currency Exchange: For international guests, the Front Office can
assist with currency exchange services, depending on availability.

5. Technology in the Front Office

DoubleTree by Hilton Bengaluru – Whitefield employs advanced Hotel
Management Systems (HMS) and Property Management Systems
(PMS) to streamline operations and improve guest experiences. These
systems allow the Front Office team to:
• Manage reservations
• Track guest preferences
• Handle billing and check-out
• Provide real-time updates on room availability
• Offer seamless digital check-in/check-out via Hilton’s app

6. Front Office Training and Standards

Hilton has a globally recognized training program for all Front Office
staff to ensure they maintain high service standards. Staff members are
trained in areas such as:
• Hospitality and guest service skills
• Cultural sensitivity and dealing with diverse guest needs
• Problem-solving and conflict resolution
• Technical skills for operating hotel management systems
Staff members are also encouraged to be familiar with Hilton’s Hilton
Clean Stay program, which ensures enhanced cleanliness and safety for
guests.

Conclusion
The Front Office Department at DoubleTree by Hilton Bengaluru –
Whitefield plays a critical role in the hotel’s success by ensuring guests
have a seamless, personalized, and memorable experience. From the
moment guests arrive to the time they check out, the Front Office team
is at the heart of hospitality, offering assistance, solving problems, and
creating a welcoming atmosphere. The department’s efficiency,
friendliness, and attention to detail help maintain the hotel's
reputation for outstanding guest service.
Hierarchy of front desk and their responsibilities: -
The hierarchy at a front desk of a hotel like DoubleTree by Hilton
Bengaluru Whitefield typically follows a structure that reflects the
levels of responsibility, authority, and the overall guest service
experience. Here is a general breakdown of the hierarchy and their
responsibilities:
1. Front Desk Manager / Front Office Manager (FOM)
• Responsibilities:
o Overseeing the daily operations of the front desk team.
o Managing guest check-ins, check-outs, and reservations.
o Ensuring high levels of guest satisfaction and smooth
operation of the front office.
o Addressing guest complaints, issues, or escalations.
o Coordinating with other departments like housekeeping,
maintenance, and food & beverage.
 o Managing the front desk staff schedule and performance
evaluations.
o Handling administrative tasks like reports, audits, and daily
checklists.
o Implementing hotel policies and procedures.
2. Assistant Front Desk Manager / Assistant Front Office Manager
• Responsibilities:
o Assisting the Front Desk Manager in their daily operations.
o Supervising front desk agents and ensuring standards of
service are maintained.
o Training and mentoring new front desk staff.
o Handling guest issues and complaints that require escalation.
o Managing VIP guest arrivals and departures.
o Ensuring front desk systems are working properly and
troubleshooting any technical issues.
o Helping with shift scheduling and ensuring adequate staffing
levels.
3. Senior Front Desk Agent / Senior Receptionist
• Responsibilities:
o Leading the front desk shift and assisting junior staff.
o Acting as the point of contact for guest inquiries, requests,
and complaints.
o Ensuring all guest data is accurately entered into the system.
o Handling check-in/check-out procedures and processing
payment transactions.
 o Handling special guest requests, such as room upgrades,
transportation, and reservations.
o Managing the concierge desk or assisting with guest services
as needed.
o Supervising and guiding junior front desk agents during busy
periods.
4. Front Desk Agent / Receptionist
• Responsibilities:
o Greeting guests as they arrive at the hotel.
o Completing check-in and check-out procedures efficiently.
o Answering phone calls and directing them to the appropriate
departments.
o Providing information about the hotel’s facilities, amenities,
and local attractions.
o Handling guest requests for services (e.g., additional towels,
room service orders).
o Assisting with billing inquiries and ensuring accurate payment
transactions.
o Maintaining the lobby area and ensuring it’s welcoming and
clean.
o Assisting with basic concierge duties when required.
5. Night Auditor
• Responsibilities:
o Performing end-of-day financial reporting and closing out the
hotel’s daily accounts.
o Balancing the front desk’s transactions for the day.
 o Ensuring the integrity of guest billing and resolving any
discrepancies.
o Handling night check-ins and assisting with late-night guest
requests.
o Managing late check-outs and coordinating with
housekeeping for room inspections.
o Ensuring guest safety and security during overnight hours.
o Preparing the property for the next day’s operations.
6. Guest Service Agent (GSA)
• Responsibilities:
o Provides assistance to guests throughout their stay.
o Handles basic inquiries and requests (e.g., booking taxis,
organizing transportation).
o Assists with guest luggage, provides directions, and organizes
concierge services.
o Responsible for up-selling room categories, amenities, and
services.
7. Bell Desk Attendant / Porter (Occasionally part of Front Desk)
• Responsibilities:
o Assisting guests with luggage during check-in and check-out.
o Providing assistance with transportation and arranging for car
services or taxis.
o Delivering guest items (e.g., special requests, room service
orders).
o Providing guests with directions to their rooms or hotel
amenities.
Front Desk Workflow:
• The Front Desk Manager ensures that the entire team operates
seamlessly to provide top-tier guest services. The staff is typically
divided into shifts to ensure 24-hour coverage, and each position
works in tandem with the others to handle guest check-ins,
requests, and services.
• In the absence of the Front Desk Manager, the Assistant Front
Desk Manager takes charge, ensuring that any customer issues are
addressed and the operations continue smoothly.
Hotel-Specific Adjustments:
At a hotel like DoubleTree by Hilton Bengaluru Whitefield, the
hierarchy may slightly differ based on the scale of the property and
guest volume, but the basic structure remains quite similar. Hilton
properties also have high standards of guest service, so staff at all levels
are expected to deliver a high standard of hospitality, embody the
Hilton brand values, and create memorable guest experiences.
Would you like more specific details on a particular role or any other
aspect of front desk operations at this hotel?
Duties and responsibilities assigned to me: -
• Taking the hand over from the previous shift intern.
• Handling the careline during my shift.
• Printing the check in and departures list of the day.
• Handling the guest requests if any by co-ordinating with other
departments.
• Printing required registration forms and bill folios for the shift.
• Updating the guest profile on the POS system (ONQ) as per the
given details in the registration forms. And enrolling the guest to
our loyalty programs if they are not part of it.
• Updating all the trip sheets of the day into the excel efficiently
and filing them in their appropriate transportation files.
 • Making amenities voucher for the next day arrivals as per the
guest’s tier in Hilton Honours and submitting them to the
departments involved in it to complete the task.
• Completing the c-forms of the foreign guests and clearing the
departure c-forms as per the check ins and departures of the day.
• Helping the bellboy with guest’s luggage when the hotel is on
high traffic.
• Handling exterior calls and transferring them to the appropriate
departments as per the guest’s requisition.
• Creating the handover list for my shift closure and transferring
the required information to do for the rest of the day and taking
care of special requests if any during the shift of the next shit
intern.
Pos system used in Hilton group of hotel: -
ONQ- which is a totally inhouse pos system used only by the Hilton
group of hotels.
Food production: -
The Food Production Department at a hotel like DoubleTree by Hilton
plays a vital role in delivering the culinary experience to guests. This
department is responsible for all food preparation, kitchen operations,
and culinary standards. At a high-end, international brand like Hilton,
this department operates with a defined hierarchy, ensuring
consistency, quality, hygiene, and guest satisfaction.

* Hierarchy of the Food Production Department

Here is the typical hierarchy from top to bottom in the Food
Production Department at DoubleTree by Hilton Bengaluru
whitefield

1. Executive Chef (Head of the Department)- [Chef Tamogna]

Responsibilities:
• Overall in-charge of all kitchen operations across all outlets
(restaurants, room service, banquets, etc.).
• Menu planning, development, and cost control.
 • Ensures food quality, presentation, and consistency align with
Hilton standards.
• Manages kitchen budgeting, inventory control, and supplier
coordination.
• Staff management, training, and scheduling.
• Coordinates with F&B Manager, General Manager, and Events
team.

2. Sous Chef- [Chef Venu]

Responsibilities:
• Second-in-command; assists the Executive Chef in daily
operations.
• Oversees all kitchen sections and ensures smooth
execution.
• Supervises chefs de partie and ensures quality control.
• Involved in training, scheduling, and kitchen logistics.
• Takes charge in the Executive Chef’s absence.

3. Pastry chef- [Chef Khalil]

Responsibilities:
• Manages specific kitchen operations or shifts.
• Supervises sections like hot kitchen, cold kitchen, or
banquets.
 • Ensures cleanliness, portion control, and timely
preparation.
• Assists with menu planning and recipe standardization.
• Coordinates with service staff for special guest requests or
functions.

4. Chef de Partie (CDP) – [Chef Ramdas- for main kitchen,

Chef Siddik- for garde manger]
Responsibilities:
• In charge of a particular kitchen section (e.g., Tandoor, Grill, Pastry,
Garde Manger, Sauce).
• Prepares and presents dishes according to standards.
• Trains and supervises Commis chefs in the section.
• Maintains hygiene and food safety in their section.

5. Commis I, II, III (Entry-Level Cooks)

Responsibilities:
• Commis I – Senior-most among the commis levels; handles prep
and basic cooking under supervision.
• Commis II – Assists Commis I and learns preparation and
presentation techniques.
 • Commis III – Entry-level position; basic prep work like chopping,
cleaning, and stock handling.
• Follows hygiene standards, labelling, and food storage protocols.

7. Kitchen Stewards / Utility Staff

Responsibilities:
• Responsible for cleaning kitchen equipment, utensils, and
workstations.
• Waste disposal, dishwashing, and kitchen hygiene.
• Assists chefs by keeping the workspace organized.

Departments / Sections Within Food Production

Large hotels like DoubleTree by Hilton have multiple culinary
divisions:
1. Main Kitchen (Hot Kitchen) – Handles buffet meals of
Indian and South Indian cuisines for restaurants and staff
meals for employee cafeteria
2. Live kitchen- The live kitchen consists of four sections and
they are as follows: -
• Indian section- usually use during the evening for al `a carte
orders during the dinner time.
• Continental- Handles all the buffet item and the section
where the continental dishes are prepared for the hotel
events, odc’s ect.
• Tandoor section: - Handles all the dishes of tandoor present
in the buffet and al `a carte menu.
 • Chinese section: - - Handles all the dishes of Chinese
cuisines in the buffet and al `a carte menu.
3. Banquet Kitchen – Prepares meals for conferences, events,
and weddings.
4. Garde Manger (Cold Kitchen) – Salads, cold starters,
dressings.
5. Bakery & Pastry Kitchen – Breads, desserts, cakes,
viennoiserie.
6. Butchery – Cuts and prepares meats and seafood.
7. Room Service / In-Room Dining Support – Supports 24-
hour room dining with specific menu prep which is usually
handled by the continental section of the kitchen during the
night.

Core Duties & Responsibilities (All Levels)

Regardless of rank, key expectations include:
• Maintaining Hilton food safety and hygiene standards
(HACCP).
• Following standard recipes and presentation guidelines.
• Ensuring mise en place is ready before service.
• Practicing cost control and minimizing food waste.
• Coordinating with service staff for guest satisfaction.
• Maintaining cleanliness, storage labeling, and stock rotation
(FIFO).
Hilton Brand Standards in Food Production
DoubleTree by Hilton enforces global brand standards
including:
• Signature welcome cookies (prepared fresh).
• Consistent quality across all locations.
• Allergen awareness and dietary accommodation.
• Local and international culinary fusion.
• Focus on sustainability and local sourcing.
Duties and responsibilities assigned to me: -
I will be stating all my duties and responsibilities as per my
shift as I have mostly worked in the night shift.
• Receiving the indented milk, and dairy products and placing
them in them at their designated location.
• Preparing the midnight meal and tea, coffee and milk for
the employees working in the night shift.
• Collecting all the required ingredients used to prepare the
omelette counter and completing the mise-en-place.
• Preparing and setting all the buffet dishes before the
breakfast time i.e. 06:30 am.
• Collecting al required items for making the dishes for the
lunch buffet.
• Handling the omelette counter and replenishing the buffet
dishes as required during the breakfast.
• Completing the closures of the stations and removing all
the buffet dishes.
• Completing all the closure procedures and report the chef
for further instructions.
 Hierarchy of the Housekeeping Department

Here’s the typical organizational structure from top to bottom:

1.Room Division Manager (RDM)- [ Ms. Payal joshi]
Reports To:
• General Manager (GM) or Hotel Manager
Manages:
• Front Office Department
• Housekeeping Department
• May also oversee:
o Concierge / Bell Desk
o Laundry
o Reservations
o Guest Services
o Recreation / Spa (depending on the hotel structure)
Core Duties and Responsibilities
* Departmental Leadership & Coordination
• Lead both Front Office and Housekeeping teams.
• Coordinate between departments (e.g., engineering, F&B)
for seamless guest experience.

* Guest Experience & Satisfaction

• Ensure high-quality guest service in check-in, check-out,
room quality, and public spaces.
• Resolve escalated guest complaints or special requests
personally.
• Oversee VIP, loyalty members (e.g., Hilton Honors Elite)
check-ins and services.
• Monitor guest feedback platforms (Guest satisfaction
surveys, TripAdvisor, Medallia).

* Staff Management
• Recruit, train, and evaluate key personnel in front office and
housekeeping.
• Schedule shifts, control labour costs, and ensure optimal
coverage.
• Conduct performance appraisals and promote career
development.
 • Promote Hilton values, service culture, and brand
standards.

* Room Inventory and Yield Management

• Collaborate with the Revenue Manager to ensure optimal
room occupancy and revenue.
• Monitor overbooking, upgrades, and walk-ins.
• Work with the reservations team to ensure effective room
assignment and control.

* Budgeting and Cost Control

• Prepare and manage the rooms division budget (labour,
linen, guest supplies, etc.).
• Analyze department expenses and implement cost-saving
strategies.
• Control inventory of amenities, linen, cleaning supplies, and
minibar stock.

* Quality Assurance & Brand Standards

• Ensure compliance with Hilton’s Clean Stay and Service
Recovery protocols.
• Conduct regular audits for hygiene, room quality, and SOP
adherence.
• Implement corrective actions based on Hilton or internal
audits.
* Safety & Legal Compliance
• Ensure all team members comply with health, safety, and
fire protocols.
• Maintain cleanliness and safety in public areas and guest
rooms.
• Ensure lost and found, DND, and room privacy procedures
are followed.

* Technology & Reporting

• Oversee the use of hotel systems like Opera PMS, OnQ
(Hilton’s system), Hot SOS, and others.
• Analyze guest arrival trends, occupancy reports, and
departmental KPIs.
• Submit daily, weekly, and monthly reports to the General
Manager.

* Key Skills and Competencies

• Strong leadership and team management.
• Excellent guest service and complaint resolution.
• Knowledge of hotel operations software (Opera/OnQ/Hot
SOS).
• Analytical thinking for budgeting and yield management.
• Deep knowledge of Hilton brand standards and procedures.
*Typical KPIs (Key Performance Indicators)
• Guest Satisfaction Index (GSI)
• Room Occupancy Rate & ADR (Average Daily Rate)
• Housekeeping Productivity (rooms cleaned per attendant)
• Cost per Occupied Room (CPOR)
• Front Desk Upsell Conversion Rate
• Employee Satisfaction and Turnover Rate
2. Housekeeping manager- [ Mr. Rohit Singh & Mr. Rohit
Karakoti]
Responsibilities:
• Head of the housekeeping department.
• Develops policies and procedures to maintain Hilton brand
standards.
• Oversees room cleaning, public area upkeep, laundry
operations, and pest control.
• Manages inventory (linen, cleaning supplies, guest
amenities).
• Handles staffing, recruitment, training, and scheduling.
• Coordinates with Front Office, Maintenance, and F&B.
• Conducts daily inspections and audits for cleanliness and
quality.

3. Assistant Housekeeping manager

Responsibilities:
• Supports the Executive Housekeeper in all departmental
functions.
• Supervises daily operations and ensures staff follow SOPs.
• Prepares daily task assignments for supervisors and
attendants.
• Handles guest complaints related to housekeeping.
• Conducts inspections of guest rooms and public areas.
• Monitors linen usage, room status, and cleaning timelines.

4. Housekeeping Executive (Floor/Public Area/Laundry

Supervisors) [ Mr. Rajdeep, & Ms. Vineeta]
Responsibilities:
• Allocates daily work to room attendants and public area
attendants.
• Inspects cleaned rooms for standards, lost & found, and
guest amenities.
• Monitors cleaning staff performance and grooming.
• Updates room status (clean/dirty/occupied/VIP).
• Reports maintenance issues to engineering.
• Supervises turndown service and VIP room setups.
• Coordinates with front desk for early check-ins or late
check-outs.
5. Housekeeping Associates: -
Responsibilities:
• Clean guest rooms thoroughly following Hilton's SOP.
• Make beds, clean bathrooms, replenish amenities, vacuum
floors.
• Report any maintenance problems or damages.
• Refill minibar and consumables (if applicable).
• Follow guest privacy policies (Do Not Disturb signs, etc.).
• Ensure proper linen usage and separation of soiled linens.
• Respect guest belongings and report any lost and found
items.

6. Public Area Attendants

Responsibilities:
• Clean lobbies, corridors, elevators, restrooms, and
conference areas.
• Polish furniture, clean glass surfaces, vacuum carpets.
• Ensure fresh flowers or aromatherapy items are placed as
per brand requirements.
• Refill restroom supplies and sanitizes high-touch surfaces
regularly.
• Coordinate with the front office and banquet staff for event
setups.
7. Laundry Supervisor [ Mr. Gopi & Mr. raju]
Responsibilities:
• Manages laundry operations for guest linen, staff uniforms,
and outsourced services.
• Ensures proper sorting, washing, drying, ironing, and
folding.
• Supervises stain removal, dry cleaning, and pressing
services.
• Manages inventory of linen stock and uniforms.
• Coordinates with linen suppliers and maintains quality.

8. Laundry Associates / Washermen / Ironmen

Responsibilities:
• Operate washers, dryers, and ironing equipment.
• Handle linen and garments according to fabric type.
• Fold and package linen for delivery to floors or guests.
• Follow safety guidelines for handling chemicals and hot
machines.

Duties & Responsibilities by Function

Guest Room Cleaning
• Daily service: Bed making, bathroom cleaning, dusting,
restocking.
 • Evening service (Turndown): Tidy room, draw curtains, refill
water bottles, place chocolates (DoubleTree offers warm
cookies as a signature).
• Deep cleaning: Scheduled thoroughly once a month or after
long stays.
• VIP Rooms: Special amenities, towel art, extra linen, fresh
flowers.

Public Area Cleaning

• Frequent sanitization of lobbies, elevators, and banquet
halls.
• Polishing of metal fixtures, mopping of floors, and glass
cleaning.
• Regular inspection and quick response to spills or dirt.

Laundry Services
• Handling guest laundry, hotel linen, and staff uniforms.
• Outsourcing dry cleaning for premium clothing (suits, silk,
etc.).
• Ensuring proper storage of fresh linen.
• Tracking linen usage with a linen control system.

Inventory & Supplies Management

• Maintain par levels for linen, cleaning agents, and amenities.
• Secure storage of chemicals (as per MSDS protocols).
• Handle ordering, stock rotation (FIFO), and quality control.

Lost and Found Procedure

• Log and label all found items with date, location, and
description.
• Store securely and track retrieval requests.
• Items are disposed of after a fixed holding period as per
Hilton policy.

Hilton-Specific Standards for Housekeeping

• Clean Stay by Hilton: A brand promise ensuring elevated
cleaning protocols with seals on doors post-cleaning.
• Eco-friendly practices: Use of sustainable chemicals, linen
reuse programs, and waste segregation.
• Signature touchpoints: Placement of cookie card, branded
toiletries, Hilton-embossed linen.
Duties and responsibilities given to me: -
• Helping out the associates as per the floor allocation
• Replenishing all the necessary items required in the maids
cart trolley before heading out to start the shift.
• Attending to the guests requests as per the requirements.
• Conducting the room release process alongside the
executives for the arrival rooms.
• Collection of the required linens that will be used in the
guest rooms as required for the day.
• Discarding/ transferring the soiled linens to the laundry
team that has been collected throughout the shift.
• Discarding the trash before the end of the shift.
• Completing all the shift end procedures.
• Reporting to appointed supervisor for further instructions
or end shift.
 Food & Beverage (F&B) Department
The Food & Beverage (F&B) Department at DoubleTree by
Hilton Bengaluru Whitefield plays a central role in delivering
a premium dining and service experience across
restaurants, banquets, in-room dining, and bars. Being a
part of the Hilton brand, the F&B department operates
under strict global standards for service, hygiene, quality,
and guest engagement.

Overview of the F&B Department

The F&B department at DoubleTree Bengaluru Whitefield
typically oversees:
• All-day dining restaurant
• Bar/Lounge
• Banquet & Conference catering
• Room service (in-room dining)
• Specialty dining (if applicable)
• Coffee shop/snack bar
• Mini-bar services
Hierarchy of the F&B Department

Below is a typical organizational structure:

1. Director of Food & Beverage / F&B Manager

Responsibilities:
• Department head; oversees all F&B outlets and operations.
• Develops budgets, pricing strategies, and cost control
measures.
• Manages quality assurance and ensures Hilton brand
standards.
• Coordinates with Executive Chef, Events Manager, and
other department heads.
• Tracks performance metrics (revenue, guest feedback, cost
per cover).
• Leads training and grooming of F&B staff.

2. Assistant F&B Manager / Outlet Manager

Responsibilities:
 • Assists F&B Manager in running day-to-day outlet
operations.
• Supervises restaurants, room service, bar, and banquets.
• Manages guest experience, staff rosters, and inventory
control.
• Handles escalated guest complaints and ensures high
service standards.
• Tracks guest preferences, special events, and loyalty
engagements.

3. Restaurant Manager / Outlet In-Charge

Responsibilities:
• Manages the daily functioning of a specific outlet (e.g., all-
day dining).
• Oversees servers, hosts, and captains.
• Handles floor management, table assignments, and guest
satisfaction.
• Coordinates with kitchen on timely service.
• Ensures cleanliness, order accuracy, and staff discipline.

4. Banquet Manager / Events Coordinator

Responsibilities:
• Handles MICE events (Meetings, Incentives, Conferences,
and Exhibitions).
• Coordinates BEOs (Banquet Event Orders) with chefs and
service staff.
• Manages event setup, execution, and teardown.
• Supervises service flow during weddings, meetings, or VIP
functions.
• Ensures AV, layout, and guest requirements are fulfilled.

5. Bar Manager / Bartender

Responsibilities:
• Oversees operations of the hotel bar/lounge.
• Manages beverage inventory, mixology standards, and
hygiene.
• Prepares cocktails and educates guests about wine/spirit
pairings.
• Ensures compliance with liquor licensing laws and
responsible service.
• Trains bar staff on Hilton’s signature beverage program.

6. Room Service Supervisor / In-Room Dining Staff

Responsibilities:
• Manages guest orders through phone or digital systems.
• Coordinates with kitchen for timely delivery.
• Ensures trays, utensils, and presentation follow brand
standards.
 • Collects feedback and ensures prompt service recovery if
needed.

7. Captains / F&B Associates / Waiters / Hosts

Responsibilities:
• Welcome guests, guide them to tables, and present menus.
• Take orders, serve food, and clear tables efficiently.
• Handle billing and process payments.
• Suggest menu items, up-sell, and provide personalized
service.
• Follow grooming and etiquette standards.

8. Stewards / Utility Staff

Responsibilities:
• Responsible for cleaning kitchen utensils, dishes, glassware,
and cutlery.
• Maintain hygiene in F&B areas (pantry, dishwashing, etc.).
• Dispose of garbage as per safety guidelines.

Departmental Functions
1. Restaurant Operations
• Serve à la carte and buffet meals (breakfast, lunch, dinner).
• Ensure timely table turnover and smooth guest flow.
• Maintain buffet layout, temperature control, and
replenishment.
 • Handle group bookings, dietary requests, and VIP
arrangements.

2. Banqueting
• Prepare for conferences, weddings, or corporate events.
• Set up stages, buffet counters, tables, AV, and floral
arrangements.
• Coordinate menus with the kitchen team and décor with
event planners.
• Track event schedules and manage serving flow.

3. Room Service / In-Room Dining

• 24/7 service with a dedicated room service menu.
• Maintain SOP for tray setup, delivery time (<30 minutes),
and presentation.
• Coordinate minibar refills and billing.

4. Bar/Lounge Service
• Promote Happy Hour, cocktail menus, and seasonal offers.
• Manage beverage stock and assist guests in drink selection.
• Ensure compliance with local alcohol service regulations.

5. Guest Interaction & Service Recovery

• Personalized service for regular guests and Hilton Honors
members.
 • Immediate resolution of complaints (wrong orders, delay,
allergies).
• Use guest feedback for service improvements.

Key Reports & Tools Used

• POS System (Micros, Oracle Simphony)
• BEO (Banquet Event Order) forms
• Inventory tracking (liquor, food, linen)
• Cost per Cover & Food Cost Reports
• Training logs & Guest feedback analysis

Hilton Brand Standards for F&B

• Signature items like warm cookies, DoubleTree breakfast,
and Cocktail of the Month.
• Allergen awareness and dietary labeling.
• Eco-friendly packaging for takeout or room service.
• Global F&B concepts integrated with local flavours.
Duties and responsibilities given to me: -
• Reporting to the F & b executive in charge during the shift
for taking operations list of the day for me.
• Checking the buffet setup is as per the menu of the day.
• Guiding the guest to their seating area and providing the
menus.
• Side station clearance.
• Water Bottle refilling.
• Collecting all the required cutleries and crockeries and
setting them in ide stations.
• Table clearance.
• Hand towels / linen exchanges from laundry.
• Receiving the indented water bottles and beverages and
storing them in their appropriate place.
• Reporting the shift in charge after all the closures done or
end of the shift for further instructions
 Awards and recognition by the hotel: -

Appreciation letter from

Housekeeping team

Awarded as the “Intern of the month” by GM

and L&D manager