A PROJECT REPORT ON

RADISSON BLU PLAZA

DELHI AIRPORT

SUBMITTED BY:-MOHAMMAD SADIK ALI

UID:-21BHM1320
SUBMITTED TO:- MANISH SHARMA
 CONTENT
 Acknowledgement
 Hotel Overview
 Food & Beverage Service
 Front Office
  Conclusion

ACKNOWLEDGEMENT
As a part of the Degree course in Hotel
Management, the students have undergo Industrial
Training, which is a true exposure to the actual
functioning of the industry. This is the exact time
to get acquainted with the facts of the industry and
decide the area of professional interest.
I express my profound gratitude for having selected
me for the Industrial Training Program. I would
like to convey my thanks to the Training
Department for having coordinated our training
well.
This report is brief of the departments. I was exposed
to during my training period. This is a collection and
compilation of material of educative value gathered
from the hotel.
 HOTEL OVERVIEW

RADISSON HOTEL GROUP

By joining Radisson Blu Plaza Delhi Airport We are working for Radisson hotel
group which was earlier known as Carlson Rezidor Hotel Group ,One of the world
largest and most dynamic hotel companies,with the powerful set of global
brands.It has a global portfolio of more than 1400 hotel in operation and under
development in more than 115 countries and territories. With our long,successful
history in global hospitality,the RADISSON HOTEL GROUP has a rich expertise
across all key segment,all business model plus a strong and expending revenue
generation Capability.Our 90000 people collectively deliver system wide revenues
of more than $7billion.We aspire to be the number one hospitality company to
work for and invest with.

Our portfolio of brands presents the opportunity to invest and srevices that are
innovative,management companies and franchies receive vakue through our
revekent brands and globally proven,best in class practice;our guests are taken
care of through extraordinary serivce.

Now,we are more focussed than ever on long term global growth and innovation
through our portpolio of vibrant brands.We’re excited to move into the
future,while remaining strongly rooted in the values and ethics given to us by our
founder. We are enthusiastic about our recent momentum and even more
enthusiastic and eagar about the success and opportunity that lies ahead.A
company focused on the global growth and innovation through its portfolio of
vibhant brands,we invite you to join radisson hotel group worldwide,world class
hospitality and travel.

Our entrepreneurial spirit is deeply noted in our nearly 75 year history and the
radisson cred cooking ahead,we are driven by our purpose,our vison 2020
strategy and our values. Headquarted in Minnepolis,Minnesota,USA,Rasisson
Hotel Group encompases more than 400 hotels in operation and development in
115 countries and terrotries.

Radisson hotel group is owned by HNA Hospitality Group.Thos company on turn is

owned NA tourism.

NA Tourism is one of the vertical of a chinese conglonerate called HNA Group

COMPANY HISTORY AND

HERITAGE

We have more than 75 years of hospiatlity experience .with that

experience ,Redisson Hotel Group Has grown to become one of the largest hotel
companies in industry in powerful set of brands that deliver world class
hospatality and exceptional service.

1970
 • The royal copenhagen by arne Jacobsn in Denmark was hailed as the wolds
fierst desigenes hotel. Carlson entered the hotel business in thy American
through a 50percent interest in the Radisson Downtown hotel in the
Minnepolis .

1986

• Carlson hotels and SAS internatinal Hotels signed a partnership to bring the
a Radisson Brand to Europe .

1987

• Carlson Hotels launched the country Inns & Suites By Carlson brand

1994
• SAS International hotels signed a franchise with carlson hotels to manage
the radisson brand in EMEA,which later become Radisson blu

2017
• Federico J. Gonazalez became Rezidors President & CEO and
Chairman of the Global Steering Committee

2018
• Country Inns & Suits by Carlson becomes Inn & suits by Radisson

• Carlson Rezidor Hotel group Becomes the Radisson Hotel Group TM

• A new Global brand architecture , introducing Radisson In EMEA and

launching a Radisson Collection .
 • Radisson Hotel Group rebrands Club Carlson loyality program to Radisson
Rewards.

RADISSON OVERVIEW
Service concepts
Radisson blu hotels are characterized by some unique service concepts.

Yes I can! Is our company wide service philosopy.

It’s the heart and soul of our business

 It’s what we say

 It’s what we do
 It’s who we are

“Breakfast is the most important meal of the day and the last impression a guest
has a hotel before leaving.

Extensive buffet featuring a international breakfast classes and a choice of

healthy options. Opening hours:0630-1030Hours (0630-1100 Hours on
weekends)
FOOD AND BEVERAGE SERVICE

INTRODUCTION :
Food & Beverage department contributes a lot in
generating revenue to the hotel and is one of the
major operating and revenue producing department.
This is the only department that has largest number
of employees working under it. It runs efficiently and
smoothly with the close coordination with food
production department. The food production
department provides the food to food & beverage
service department for sale and thus making a lot lot
of revenue as we know that the team work is the
essence of a well-run food and beverage service
department. The staff of these departments should
work hand in hand for the best results. All the
sections in the food & beverage service department
run together and offer a good service to the guests.
The hotel and catering or hotel and food service
industries are now becoming widely known as the
hospitality industries. The industry is usually defined

by its output of products that satisfy demand for food

Duties & Responsibilities of

F&B Department:
Food and Beverage Manager
 Is responsible for the implementation of agreed
policies or for contribution to the setting of
catering policies. In general he is responsible
for
 Ensuring that the required profit margin is
achieved for food and beverage are in each
financial period
 The purchasing of all material required.
Restaurant Manager
 To oversee the proper arrangement of the
tables, chairs, service equipment, table settings.
 He takes a briefing before each meal to inspect
the personnel appearance of staff.
 To see the correct quality of food served.
Room Service Manager
 He goes through the room service pick
up/clearance file.
 He checks the movement list sent by the front
office.
 Scheduling the staff.
 Handling guest complaints.
 Prepare duty rosters for the staff.
Banquet Manager
 Is responsible for all the banquet parties held in
the hotel. He/She ensure that all arrangement
for banquet are made in advance. He/She
supervises the banquet party held in the hotel
and work being done by captain s and stewards.
  Request managers its also responsible for
setting booking, arranging and serving of all
banquet functions and arranging local publicity
after obtaining permission from the people
arranging banquet.

OUTLETS
THE GREAT KABAB
FACTORY (TGKF):-
restaurant offers an “assembly line” type of service where various kinds of
kebabs and curries are served in quick succession by many server per table.
It is a fixed price restaurant where a per person cost entitles the guest. It is
an experience of wide variety of kebabs from the North West Frontier and
entire India.The to ask for unlimited helpings of kebabs and curries.
Cuisine served:- North West

Seating capacity:-102

Operational Hours- Timing:-1900-0015 Hours

Price -Non vegetarian:Rs..1950/+taxes / Vegetarian: Rs.1650/+ +/

ChildRs.975/++/Rs.825/++.

NEW YORK CAFÉ (NYC):-

The coffee shop .A classy ,up market and chic restaurant, with contemporary
design thematic mains ,an interactive kitchen, vibrancy, youthful and
stylish .It is New York based theme 24 Hrs.coffee shop at Radisson .The
coffee shop is located at the lobby level that over looks the pool as well as tea
lounge .

Cuisine served –Multicuisinee

Seating capacity - 102

Operational Hours:- 24 Hours

Price:- Buffet pricing

Breakfast buffet :Rs.1100/++

Lunch buffet b:1950/++

Dinner buffet:2150/++

NEUNG ROI:-
Neung Rio means 100 in Thai and has been named after 100 C East longitude
which runs through Thailand . It celebrates the spirit of cuisines from across
the length and breadth of Thailand and celebrates Sum Rap Thai or the Thai

way of eating.
Cuisine served –Thai

Seating capacity –56

Operational Hours –

Lunch:- 1200-1500 Hours

Dinner:- 1900-2345 Hours ( last order)

R THE LOUNGE :-
:- Lobby lounge serving a wide range of hot and cold beverages, and snacks.
A perfect rendezvous for all kinds of meetings & interaction.

Cuisine served – Tea/coffee/soft drinks /snacks (light meal)

Seating capacity - 48

Timing – 0800-2300 hours

SAVANNAH BAR :-

A quite lobby bar serving a wide range of drinks Alcoholic &non alcoholic
(cocktail/moctail) and snacks. Savana Deck is open air Alfrescc Area of
Savanna Bar .

Seating capacity-84

Operational Hours- 1300-0100Hours

PLAZA LOUNGE:-

- An exclusive offering for our business class guested where they enjoy lavish
breakfast spreads and exquisite drinks in the evening. Two luxurious and
well equipped meeting rooms offer an opportunity to conduct business
meetings.

Timing -0630-10.30 Hrs.

Banquet & meetingroom- Facility primarily comprises of:

 Crystal Ballroom: A small meeting .

 Ebony-1: A small meeting room.
 Ebony-2: Another meeting room.

ROOM SERVICE (IRD-IN ROOM

DINING):-
Room service is very important outlet of the Food and Beverage
department. It provides food and beverafgeves guests in their
rooms as and when ordered by them. The food is served at the
exact time stated by the guest. To avoid any delays, there is a
separate Room service elevator, used exclusively by the Room
Service staff to provide quick and efficient service to the guests.

There is a separate Room Service Order Taker’s cabin which has 2

MICROS placed for Room Service Order Takers. As and when the
guest call is received, the order is taken by the Order Takers and a
KOT is printed, which comes out at the printer near the
Supervisor’s desk. The rest of the Kot procedure is same as other
outlets.

ORGANISATIONAL CHART OF
F&B SERVICE DEPARTMENT:-
OTHER FACILITIES
R THE SPA:-
 Spread oven an area of 20,000 sq. at3 levels, R -the Spa offers complete
wellness experience with choice of message and the right blends of Asian
tradition and European therapies.

FITNESS CENTRE:-

One of most exclusive and state-of-the-art gyms offering fitness programs

and the latest equipment designed to help guests maintain their routine
while traveling.

FRONT OFFICE DEPARTMENT

 INTRODUCTION:-
Front office department is the nerve center of the hotel, and is
responsible for the sale of rooms in a systematic way, according to
the procedures laid down by the management. Thus, the role of
front office is to reserve/register rooms and provides information
to the guest during their stay.

The front office plays a crucial role and leaves a lasting imopression
on the minds of the guest. The impression a guest carries right
from the way a reservation is confirmed to him goes a long way in
creating a lasting impression. Front office is involved in providing
basic comforts and looking in to any problem that may arise during
the course of stay. It handles different situations, incidents,
complaints and disputes.

Different sections governed by the front office are as under:-

 BELL DESK
 RECEPTION
 RESERVATION
 BUSINESS CENTER
 TELEPHONE EXCHANGE

RECEPTION:-
Reception is that section of the front office department where
the guest comes in direct contact with the hotel. So it is very
important for the reception to present the best impression of
the hotel in front to guest, as the first impression is last
impression. The front office assistant at the reception should
show a very personalized behaviour towards the reception.
Department had to coordinate with many departments like
housekeeping, cashier(F.O.) etc. to carry out there work
efficently.

When the guest checks in they are asked to fill the registeration
cards for all details needed about the guest is given the room
key. It is the responsibility of front office to maintain a written
record of all the arrivals and departures of the guest taking place
in the hotel. This is a legal requirement laid down by the
government of India. And all such information is maintained is
book called the arrival and departure register.

For all the arrivals taking place every day, the guest completing
all details fill a registeration card. In case of credit card
payments as imprint is taken which is attached to the
registration card. The room key is handed over to the guest with
 the following words “WISH YOU A HAPPY AND PLEASANT
STAY”. All necessary information is fed into the computer and
enteries are made into the arrival and departure register.

FRONT DESK

The front desk is divided into

1. Reception
2. Information
3. Cashier

RECEPTION

Location- facing the main lobby.

WORKING PROCEDURE:-
1. The room position is calculated using the formula:

Departures for the day + pre-assigned rooms- vacant rooms

Arrivals for FIT/GIT/Crews = room position

3. All registration cards for the day are printed at the

computerroom (fired by night shift) and placed into slots
alphabeticallyas per family name.

4. The reports fired for room position is:

EADR- Expected Arrivals for the day.

EDR- Expected departure for the day.

FOVRR- Vacant room report.

5. All departures for the day are tailed with the arrivals and
departure register.

6. When a guest checks in, the registration card is presented to

him. He is made to fill in the details required and sign on the
registration card.

 BTCO
 Holding voucher
 Credit card.
 For a credit card an imprint of the same is taken.

7. If a guest is scanty baggage, he is asked to sign on the imprint.

If he is setting by cash as a scanty baggage, on advice is generally
taken from him.

EQUIPMENTS USED:-
Computer telephones, calculators, key rack etc.

DUTIES OF CASHIER:-
The person at the cash counter should be a consicous, alert and
a true person,as he has to deal with the large amount of cash.

 All guests’ bills, which were posted to front office,

cashier, tobe put properly and in guest’s account.
 Calculate the amount payable by the guest properly
andspeedily so that no mistake should occur and the guest
time isnot wasted.
 He should have the enough currency at the counter, so
thatthe change if needed by the guest could be
immediatelygiven. He should change currency according
to the rates ofthe day. The rates are displayed on the
‘exchange board’’ at the counter. He should issue a receipt
for the exchange made.
 He should be vigilant and should have proper knowledge
of currency notes so that the guest could not pay with fake
currency notes.
 He should take the credit card imprint and black the
necessary amount immediately.

RESERVATION:-
Reservation forms the backbone of the front office
departmentto maintain an efficient and systematic
working; every guest hasto be assigned a room. The
reservation department receivesreservations from various
sources; the information is processed,properly
 documented, stored and retrieved at the required moment
to ensure a guest has room upon arrival.
MEANS OF RESERVATIONS
 E-mail
 Letter or mail
 Telegram
 Cable
 Fax
 Telephone
 Self
One has the resources of reservation like:-
CORPORATE SECTOR
 Corporate companies
 Airlines
 Regional sales office
 Cental reservation offices
TRAVEL AGENTS
 National travel agents
 International travel agents
OTHER SOURCES MAY BE:-
 By the guest himself
 Corporate companies not listed
 UN office
 Embassies
 Ministeries of government of India
 General manager/chairperson reference

MODES OF PAYMENT
 Cash
 Credit card
 Traveller’s cheque
 STPC voucher
 Bill to payment
 Travel agent voucher
 Foreign currency

PLANS

European plan- room only

Amercian plan- room+ ABF+ lunch + dinner

Continental plan- room+ breakfast (Continental/American)

Modified american plan- room+ ABF+ lunch/dinner

RESERVATION FORM:-
Reservation forms are in the form of an envelope. On the
front side of the envelope are the columns for detail required
to obtain & create a reservation. The back of the envelope has
two parts. One half should be used for the detailed required
in case of an amendment and the other half for the form
should be used to fill details in case of cancellation.
PROCEDURE
FRESH RESERVATIONS
Every reservation received will have a separate form duly
filled. If the bookings are received through fax/telex/letter,
reservation form will be filled up with full details and
relevant documents will be kept inside the form. After
creating the reservation, same form will be filled
alphabetically I the concerned file for praticular date.

AMENDMENTS
In the case of amendment of a booking, an amendment form
will be filled, and after updating the amendment in the
system, the concerned envelope will be taken out from the
file. The changes will be made in the envelope and it will be
filled back as per the new details

GROUP RESERVATION
All the documents of group will be kept inside the form and
will be filled in the very beginning of the file. In case of
amendment or cancellation of group, the same procedure
will be followed which has been expired above for FIT
bookings. The computer I.D. of G.I.T. would begin from “2”.

BILLING INSTRUCTIONS
There are some companies/travel agents, who have been given the
credit facility by the hotel for forwarding the bills pertaining to the
stay of their guest to the company/travel agent upon the receipt of
written instruction.

Once the decision to attend the decision to extend credit to a

particular company is taken, an account is opened for the company
on the computer system. All the companies, who havethe credit
facility with the hotel listed in the computer with a particular
company code with referred to as ”AS-ID”.

As the building instructions are received the same should be

updated on the guests folio. Till the time instructions are received
from the company in writing by way of fax or telex all the guests
remain on direct payment. Reservations department should keep
all the billing letters received I a traced file. Entries should be made
I the register with the details of guests/company.

At times billing instructions are given by the regional sales offices

to send the bills to the company billing instructions are fed on the
system and a note should be made in the billings columns given
the references of the regional sales office. Some companies have
given standings instructions for their guests regarding their billing .
In all such cases, a standing instruction letter should be approved
& received by the finance department & a note should be made in
the guest history for those guests. Most travel agents dealing with
hotels are offered special rates by the hotels, which are contracted,
with the different travel agencies. Since, these rates are
comparatively lower than the printed rack rates, thetravel agents
expect that the rates contracted by them with the hotel are kept
confidential. Travel agents normally, offer a package daily to guests
which includes airlines ticketing, transportation, sight seeing, and
hotel accommodations and they do not want their clients to have
the break-up of these service items wise costs.

The hotels computer system provides for such confidently of rates.

While packing up the corporate ID & the rate code,

reservation staff should also ensure to pick up the TA-ID.
This should always done at the time of creating a
reservations or at least while updating the billing instructions
on the system. Once the above steps are followed, when the
receptions staff prints the PRE REG cards, the rates column
of the PRE REG card would be blank & hence would ensure
confidentiality. Upon department also, the bill folio
presented to the guest would not have any rate/room
chargesdisplayed on it, if the filling mask has been correctly
update.

BELL DESK:-
WORK PERFORMED:
1. Handling Guests Baggage:
The reception informs the bell desk about the room number of a
guest who has checked in. a baggage slip is attached to the luggage
on which room number is mentioned. The bellboy takes the
baggage to the room. In case of departure, the bellboy brings down
the luggage at the bell desk. The luggage is removed from the hotel
only after the guest shows the clearance slip.

1. Message Handling:
The bellboy in their respective rooms delivers all messages
for the guest.

2. Paging:
In case any guest has to be paged his name is mentioned on the
respective rooms.

3. Newspaper:
Newspapers are available at the bell desk and they are delivered at
the various rooms and offices.

1. IHPRR (In House Pax with Room Rate)

Different reports for the previous right like occupancy of different
hotels, IHPRR, F&B sales report is disturbed to various houses .

6. CITY INFORMATION
7. Provide stamps
8. post cards & envelopes-Rs.2000 is given to the bell desk for
stamps. They have to maintain stamps worth Rs.2000.

9. Key invitation.

10. Bellboy distributes any mail courier received for any guest.

11. The guest can leave his luggage at the bell desk. If the guest
keeps it at the bell desk, a left luggage receipt is prepared in
triplicate:

1ST: To luggage

2ND: To guest

3RD: As record

12. Duties of the bellboys to be performed outside the hotel: - To

deposit ‘C’ Form at FFRO (foreigners room registration office) (at
mans bhawan) - For Pakistanis at police head quarters. - For any
medicines required.

13. Bell desk provides wheel chairs to the guest, in case the guest is
handicap or unable to move.

14. ERRAND CARDS: held by bellboys, which contain the

information regarding all errands performed by him.

15. REGISTERS MAINTAINED:

 Scanty baggage register

 Left luggage register
 C-form register
 Log book
 Concierges registrt
 Stam register
 Newspaper Requirement Register
 Packet and Parcel Register
 Rate/Room change register
 Bell Desk Duty Register

INTER DEPARTMENTAL
CO-ORDINATION
HOUSEKEEPING:-
There is a close co-ordination between front office and
housekeeping.

Getting rooms and stay over released in a very prompt way so as

to facilitate the front office to sell the rooms faster and ensure
less of guest complaints.

The physical status of the room as indicated by the room

attendants and supervisor are consolidate and physical
occupancy list is made which is sent to front office and based on
this a comparison is done with the front office status of the
room. Service is always made to be more efficient and quicker in
the room occupied by VIPs.

ACCOUNTS
 The guest pays all the bills for the stay at the hotel at the front
office with the cashier.

The night auditor audits all the guest bills received by the front
office cashier.

ROOM SERVICE:-
The department of room service provides food and beverage
service to the rooms. It keeps a close checks on arrivals and
departures. Room services is informed by the front office about the
arrival of VIPs so that special services are provided.

SALES
This department helps the front office to improves room sales on
lean occupancy days. New agreement are made with travel
agencies and airlines by the sales department.

STORES:-
It supplies all the necessary stationary such as pens, envelopes,
registers, errand card, tariff cards, papers etc. so that the work
should go smoothly.
ORGANISATIONAL CHART OF FRONT
OFFICE DEPARTMENT:-
 CONCLUSION
Needless to say that this experience was a highly enriching and
educative one as I went on from one department to another and
met and got the opportunity to train under several highly
respected senior professionals. I learnt that every individual is
different and that every one has something unique to offer. I learnt
that every job has its nuances and its value and that no job is
superior to the other. I learnt that on needs to constantly improve
and improvise. I learnt hat this is just the beginning of a long road
ahead… full of challenges. But I know that I will be able to run
along because I have my foundations firmly built in. It is here that I
got the opportunity to continuously introspect and improve… as a
budding professional and as a human being. I will always look back
at the time spent here with fondness and with pride.

Thisis all about my project based on research. I have gone through

several journals, magazines and project reports.