A Welcomegrup Book

ITC HOTEL THE KAKATIYA
“A Distillate of Welcomgroup’s Achievements

in Product, People & Processes”
INDUCTION Learning Service Department

INDEX
SL.NO. PARTICULARS PAGE NO.
1. ANDHRA PRADESH 1
2. HISTORY OF HYDERABAD 2-9
3. ITC LIMITED - AN OVER VIEW 10
4. ITC BUSINESSES 11
5. ITC PROMOTED COMPANIES, SUBSIDIARY COMPANIES,
ASSOCIATE COMPANIES 12
6. ITC LIMITED - BOARD OF DIRECTORS 13
7. WELCOMGROUP - AN OVER VIEW 14
8. WELCOMGROUP - BUSINESS PHILOSOPHY 15
9. PROPERTIES OF THE WELCOMGROUP CHAIN 16
10. THE WORLD OF ITC WELCOM HERITAGE HOTELS 17
11. ITC HOTELS DIVISION - ORGANISATIONAL STRUCTURE 18
12. ITC SHERATON LINK - UP 19
13. BOARD OF DIRECTORS - SRINIVASA RESORTS LIMITED 20
14. ITC HOTEL THE KAKATIYA 21
15. WHO’S WHO AT ITC HOTEL THE KAKATIYA 22
16. LAND & BUILDING 23
17. FACTS AT A GLANCE 24
18. PRODUCT PROFILE 25
19. ROOM VIEWS 26
20. NON SMOKING ROOMS 27
21. GUEST FACILITIES 28-29
22. TELEPHONES 30
23. DINING & ENTERTAINMENT 31-33
24. ENGINEERING & MAINTENANCE 34
25. FIRE SAFETIES 35-39
26. HOUSE RULES 40-43
27. GENERAL COMPORTMENT 44
28. CARE OF UNIFORMS 45
29. SECURITY TIPS 46
30 THE WOW EXPRESS 47
31. LUXURY FAST FORWARD 48-50
32. ITC - WELCOMGROUP PLATINUM STANDARDS 51
33. SAFETY 52-55
34 ENVIRONMENT 56
35 NOTES 57-60

ANDHRA PRADESH
Area : 2,75,068 Km
Capital : Hyderabad
Chief Minister :
Governor :
Languages : Telugu & Urdu
Physiography :
Fifth largest state both in area and population. Climate is generally moderate and humid. The Krishna and
Godavari are the major river systems in the state. The Godavari is the largest and broadest river of South
India.
History :
The word “Andhra” is equally applicable to the land, the people and the language. Andhra Pradesh is
divided into 3 regions: The Coastal region generally called Andhra, the interior region known as Rayalaseema
and the Telangana region.
Important Cities :
Hyderabad - Secunderabad, Visakhapatnam, Rajahmundry and the Temple Town of Tirupati.

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HISTORY OF HYDERABAD
The City of Hyderabad, originally known as Bhagyanagar, was named after a local dancer Bhagmati. Md.
Quli Qutab Shah, who ousted the Bahamani dynasty in 1512 to establish the fortress city of Golconda, then
gave it its name Hyderabad. Legend has it that the young Soultan rode our from the Golconda fort to meet his
beloved braving the flood waters of the river Musi. He re-christened her hyder Mahal, and named the city
hyderabad in honour of her.
The history of Hyderabad is inextricably linked with the rise and fall of various kingdoms, which flourished in
the Deccan region during the medieval and modern times. It was the famous Qutub Shahi’s rule that opened
a glorious chapter in the annals of Hyderabad.
During the early part of his regin, Golcond became famous for its diamonds, steel and printed cloth. Commercial
activity drew merchants from Asia and Europe. Hyderabad’s fame, strategic location and Golconda’s legendary
wealth attracted Aurangzeb who captured Golconda after a long siege in 1687 and made it a part of the
Mughal empire, with Asaf Jah as the part Prime Minister of the Deccan. As the Mughal Empire began to
disintegrate, Asaf jah proclaimed himself the master of the Deccan. This marked the end of the medieval
period in the histroy of the Deccan and the commenement of the modern period, which was identical with
the end of Mughal hegemony and the definite etsablishment of the Asaf Jah rule.
The State and the dynastry so founded by Asaf Jah-I witnessed many interesting events in the evolution of
Hyderabad state. He also instituted the title of Nizam which became the dynastry title of the successive rulers
of this state under whose reign the city reached its zenith in terms of size and power.
In 1798, a subsidary alliance for military and political cooperation was signed between the then Nizam and
the British East India Company. Thereafter, an area north of what is now the Hussain Sagar Lake was
established as a cantonment and named Secunderabed after Nizam Sikander Jah.
The Nizamsruled Hyderabad until the state was merged into the Indian Union in 1948, after the nation
attained independence from the British. Hyderabad, significantly, was the largest princely state in India, with
its own flag, currency and coins, postal system, railways and even its own radio. Jt was the unique state in
which the ruler received the allegiance of families holding estates, which in size and richness surpassed the
terrioties of several other Indian States.
After the reognization of states in 1956, Hyderabad city was merged with the new state of Andhra Pradesh
carved out of the composite state of Madras and the city became the new capital of Andhra Pradesh.
Hyderabad. along with its twin sister, Secunderabad, are endearingly called “Twin Cities’. The 400-years-
old metropolis, a mix of varied cultures, magnificent monuments and mansions, speaks the language of glory
of the past heritage.
Hyderabad today hosts some of the best buildings, both heritage and modern. Strucures put up centuries ago
are still preserved as monuments. Parks and gardens have been revived and the number of water bodies in
and around the city rejunevated to re-create the splendor of a thriving modern city that retains its old heritage
with a sense of pride and belonging.
Malls and shopping complexes in multistoried structures abound but the old ambience remains. A special
charm is very much there. Amidst all the romantic environment, industries have come up. Some of the M.N.C.’S
have set up branches here, a number of state and Indian Government units including prestigious research and
development as well as defense establishments have made Hyderabad their home. Their staff, drawn from all
parts of country, feel at home in the new environment and culture.

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By far the most imposing structure in Hyderabad is Charminar, a major landmark in the city. The great
monument is a synonym for Hyderabad and the pivot around which the glory and histroy of the city developed.
The monument, built by by Mohammed Quli Qutub Shah in 1591, is a beautiful colossus in granite, lime,
mortar and, some say, pulverised marble. Apart from being the core of the city’s cultural milieu, it has
become a brand name.
Charminar is a squarish structure with four towers in the four corners of the square, each of whose sides is 20
metres in length,. Every side opens into a plaza through giant arches, which are shorter only than the minarets.
Each arch is 11 metres wide and rises 20 metres to the pinnacle from the plinth. The minarets soar skywards
by 24 metres from the roof of Charminar, are four-storeyed, covering 48.7 metres in height from the ground
and looking like a delicately carved ring around the minaret. Inside the minarets are spiral stairways of 149
steps from whose top one gets a panoramic view of the city. Unlike the Taj Mahal, the minarets are built into
the main structure.
At the western end of the roof of Charminar is a mosque, the oldest in the city. The rest of the roof was used
as a court in Qutub Shahi times. Atop the monument are 45 prayer sparces for the devout where they can
offer worship in a tranquil atmosphere. East of this space is a spacious verandah with small and large arches
in the middle. The first floor has beautiful balconies from wher one can get a view of the histroic city and its
later accretions.
Charminar actually is a galary of prominet landmarks in the city’s history. Its neighbourhood is as interesting
a site of cultural herigate as the monument itself. Around this architectural axis are colourful bazaars, bringing
to mind the bazaars of ancient Baghdad and Istanbul, selling pearls, bangles, traditional Muslim gear and
Mughlai delicacies. Architecturally significant are the Mecca masjid, Jama Masjid, Char Kamaan, and Miya
Mishk mosque. The Nizams too had built a complex of palaces close to Charminar and beyond Lad Bazaar.
Among them, more well-known are the Chow Mohalla palace (1750), Khilwat Mahal, the Malwala Palace
(1845), the Salarjungs’ Dewan Devdi
Salar Jung Museum : Declared by the Indian Parliament as an Institution of National Importance, the Salar
Jung Museum of Hyderabad is the repository of the artistic achievements of diverse European, Asian and
Far Eastern countries of the world. The major portion of this collection was acquired by Mir
Yousuf Ali Khan popularly known as Salar Jung III, though quite a few items were inherited by him from his
father Nawab Mir Laiq Ali Khan Salar Jung II and his grand father Nawab Mir Turab Ali Khan, Sir Salar
Jung
The Museum derives it’s name from the title ‘Salar Jung’ given to the erstwhile Preime Ministers of the
Nizams of Hyderabad. This treasure of world art, compresing over 40,000 objects is from the rich collection
mainly acquired by Mir Yusuf Ali Khan, popularly known as Salar Jung III (1889-1949), who served briefly
as Preime Minister (from 1912-14) to Mir Osman Ali Khan, the seventh Nizam of Hyderabad. After being
passed on the some bodies, it is now managed by an autonomous Board of Trustees who manage, plan,
organise and implement programme for the museum’s development. There are 38 galleries in the Museum
spread on two floors.

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The collection of the Museum comprises Indian Art, Middle Eastern Art, Far Eastern and European Art.
Apart from this, there is a gallery devoted to the illustrious Salarjung family, the Children’s Section, a rich
reference Library, with over 43,000 articles and 50,000 books and a rare manuscripts section with Arabic,
Urdu and Persion manuscripts. Among the most interesting items are the Veiled Rebecca, a delicate marble
status of a woman seen through her veil and MArguitte and Mephistophilles, a double figure of carved wood.
A painting of Krishna dancing with Radha to the beat of drums by a Gopi is also worth seeing.
Founder’s Gallery: It recreates the life and times of the SalarJungs with portraits, and personal artifacts.
Also on display are unique momentos like the panegyric in Urdu given to Sir Salar Jung and Nizam VI in
memory of their having attended the Imperial proclamation of Queen Victoria in Delhi in 1877 and portraits
of Nizams of Hyderabad under whom the Salar Jungs served as Prime Ministers.
Indian Collection : A chronicle of India’s diverse and rich cultural Heritage through the ages. It comprises
stone sculptures, bronze in image painted textiles (Kalamkari etc.), wood carvings, miniature painting modern
art, ivory carvings, jade carvings, textiles, metal-ware, manuscript, arms and armour among other things.
Middle Eastern Art : It offers an ecletic collection of capets, paper (manuscripts), glass, metal-ware,
furnitures, lacquer etc. from Persia, Arbia, Syria, and Egypt.
It is also one of the few Indian museums with a collection of Far Eastern Art, porcelain, bronze, enamel,
lacquerware, embroidery, painting, wood and inlay work from China, Japan Tibet, Nepal and Thailand. The
Chinese collection especially, represents a comprehensive range of export wares on par with the best
internationally.
Oil and watercolor paintings: An important part of the European Collection, apart from several 19th
century British painters, the gallery also includes artists of the French, Italian and German schools. Also on
display are Venetian glass, Sevres porcelain, Dresden China, Wedgwood pottery, English furniture, Greek
sculptures etc.
Children’s Section :Objects acquired by Salar Jung III during his childhood are on display in this section.
The exhibits housed here provide informal education on the children apart from providing delight to them.
Golkonda Fort : It is one of the most magnificent fortress complex in India which lies on the western
outskrts around 11km from the city. The history of Golkonda Fort dates back to the early 13th century, when
this south eastern part of the country ws ruled by the Kakatiyas. The bulk of the ruins of this fort, date from
the time of the Qutub Shahi kings, who had ruled this area in the 16th and 17th century. The fortress is built
on a granite hill 120 metrs high, surrounded by massive crenellated ramparts.
Shepherd’s Hill or Golla Konda’, as it was known in Telugu, has an interesting story behind it. In 1143, on
the rocky hill called ‘Mangalavaram’, a shepherd boy came across an idol. This was conveyed to the Kakatiya
king, who was ruling at that time. The king got a mud fort constructed around the holy spot and nearly 200
years later, Bahamini rulers (1364) took possession of the fort. Form 1507 over a period of 62 years, the

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mud fort was expanded by the first three Qutub Shahi kings into a massive fort of granite, extending aroud 5
kms in circumference, which has been a silent witness to many historic events. The rule of the Qutub Shahis
at Golkonda ended in 1687, with the conquest of the fort by the Mughal emperor Aurangazeb, who almost
completely destroyed the fort and left it a heap of pathetic ruins.
The fort has a 10 km long outer wall having 87 semi circular bastions; some still mounted with cannons, eight
gateways, four drawbridges and number of royal apartments and halls, temples, mosques, magazines and
stables among other things, inside.At the lowest level is the outermost enclosure into which one enters by the
‘Fateh Darwaza’ (Victory Gate) after Aurangzeb’s triumphant army marched in through this gate studded
with giant iron spikes to prevent elephants from battering them down near the south-eastern corner. At Fateh
Darwaza one can experience fantastic acoustical effects, characterstic of the engineering marvels at Golkonda.
A hand clap at a certain point below the dome at the entrance reverberates and can be heard clearly at the
‘Bala Hisar’ pavilion, the highest point almost a kilometre away. This acted as the warning note to residents
in case of danger. Of the great gateways, the Balahisar Darwaza is the most impressive. Mythical beasts and
lions on stucco panels of the spandrels provide decoration on this defence portal. From the Balahisar Darwaza
starts the uphill ascent of some 380 uneven stone steps.
The main structure of the fort is laid out in a sequence of enclosures that holds the public and administrative
structures of the royal residences and halls. The mortuary baths lie to the right of the portico. The baths were
meant for the deceased royalty and harem ladies who were given the ritualistic bath before burial outside the
Banjara Gate. Nagina Bagh, now in complete ruins, lies within an enclosure.
Another important structure is a mosque built by Taramati, a paramour of Abul Hasan which has unusual clay
pipes fitted into wall planks - evidence of an efficient water supply arrangement to the uphill residential area.
Prominent corner minarets distinguish the small mosque (1518) built by Ibrahim Quli Qutub Shah. The
courtyard extend up to the ramparts providing spectacular views of the landscape below, for miles. Close to
the mosque view the small Rama Mandir under the bulders. Ram Das, a revenue official, who was accused
for misusing state funds, jailed by Abul Hasan Tana Sha, carved images of Rama, Lakshman and Hanuman
on the rock surface in the cell.

5
There was also supposed to be secret underground tunnel leading from the ‘Durbar Hall’ to one of the
palaces atthe foot of the hill. The tombs of the Qutub Shahi kings, with Islamic architecture lie about 1 km
north of the outer wall of Golkonda. These graceful structures are surrounded by landscaped gardens, some
of which having beautifully carved stonework. Outside the Fort are two separate pavilions built on a rocky
eminence - the “taramathi Gana Mandir’ and the ‘Premathi Nritya Mandir’ where the legendary sisters
“Taramathi’ and ‘Premamathi’ resided. They gave their performance on a circular dais atop a two-storied
structure, the ‘Kala Mandir’, which was visible from the king’s durbar (king’s court) on top of the Golkonda
Fort. The fortress city within the walls was famous for its diamond trade and the famed Koh-i-noor diamond
is said to have come from here.
The Sound and Light Show : A new attraction at the fort is a sound and light show that brings the legend of
Golconda to life. With a spectacular interplay of audio and visual effects, the story of Golconda unfolds over
centuries of splendour. The show livens up the glorious past and it is an experience worth watching. The show
is presented in English, Hindi and Telugu.
Chowmahalla Palace : The Chowmahallah Palace was once the centre of Hyderabad. It was the seat of the
Asafjahi dynasty where the Nizam entertained his official guests and royal visitors. The palace is unique for
its stylea nd elegance. The complex consists of two courtyards with elegant palaces, the grand Khilwat (the
Durbar Hall), fountains and gardens. Khilwat Mubarak is the heart of the palace. the Asaf Jahis Dserted the
former Qutb Shahi palace quarter lying north west of the Charminar and decided to construct. a new palace
complex for themselves to the south west fo the Charminar. Different portions of the Chowmahalla wer built
during different portions of the Chowmahalla were built during different phases of the Asaf Jahi rule. This was
built around 1780 during the raign of Nawab Nizam Ali Khan, Asaf Jah II, but extensively renovated later in
1911. The palaces are named Afzal Mahal, Mahtab Mahal, Tahniyat Mahal and Aftab Mahal. Of these, Afzal
Mahal, a two storeyed building , is the most imposing. The grand pillared Durbar hall has a pure marble
platform on which the Taqt-e-Nishan or royal seat was laid. The 19 spectacular chandeliers of Belgian
crystal have been recently re-installed to create the lost splendour of this regal hall. The Council Hall is the
venue for the temporary exhibitions from the treasures of the Chowmahalla Palace collection that offer you a
glimpse of the bygone era. Events and public programmes are organised inthe histroric buildings.
Prasads Imax : The first of its kind in South India is specially designed to screen large format films. The
Prasads Imax the theafter gives you the most engrossing movie engrossing movie experience. With 92 feet
wide and 72 feet high the theatre features the largest 3 D screen in the world. It also features a 5-screen
Multiplex whare at a time Telugu, hindi, English, National and International moview are screened. It has a
shopping centre spread over 40,000 sft with stores of best of the brands and several restaurants, food courts
and entrertainment zone for children and youth.
Birla Mandir : Built in sculpted white marble, floats on the city skyline, on Kala Pahad. The idol in the
temple is a replica of the one at Tirupati and was built by the Birlas three decades ago. The temple offers an
panoramic view of the twin cities of Hyderabad and Secunderabad. Scenes from the Ramayana and
Mahabharata are finely sculpted in marble. The 11-foot tall statue of Lord Venkateswara is sculpted from
black granite, specially mined brought from Phirangipuram in Guntur district.

6
Birla Science Museum : Next Birla Mandir, it inculdes the more well known Planetarium. The Science
Centre is another beautiful structure, aetleating the advances made in science and technology. The interriour
decor matches the architectural exterior of the Centre built over 10,000 sq. feet. The Centre is host to a
number of divisions such as the Planetarium, the Science Museum, and the Centre for Applied Mathematics
and Computer Sciences.
Birla Planetarium :The Planetarium is another magnificent building with a big dome resembling that of the
Gol Gumbaz in Bijapur and some of the earliest government structures in New Delhi. A special attraction are
the shows which unveil the mysteries of the cosmos and the origins of the universe, comets, clips, unidentified
flying objects and the clash of titans. The latest addition is the Dinosarium, which houses a collection of
dinosaur egg fossils. The highlight of the museum is a mounted ‘Kotasurus Yamanpalliensis’. remains the
ramins of a 160-million-year-old dinosaur.
Legislative Assembly : Built in 1913, the building was originally the Hyderabad State Town Hall. The
architecturer is a synthesis of Rajasthani and Persian styles, with an all white, aesthetic look. Located adjoining
the picturesque Public Gardens, a massive statue of Mahatma Gandhi in a sitting posture is erected at the
entrance park to the Assembly.
Qutub Shahi Tombs : The tombs of the legendary Qutub Shahi kins lie to the north of Golkonda, about a
kilometre away from Banjara Darwaza of the Golkonda Fort Planned and built by the Qutub Shahis themselves,
these tombs are said to be the oldest historical monuments in Hyderabad. They form a large group and stand
on an raised platform. The tombs are built in Persian, Pathan and Hindu architectural styles using grey granite,
with stucco ornamentation, the only one of its kind in the world where an entire dynasty has been buried at one
place.
Andra Pradesh State Museum : Located in the picturesque Public Gardens, the museum boasts of one of
the richest repositories of antiques and art objects in the country. Built in 1920 by the Nizam VII, the museum
building itself is a fine example of Indo-Saracenic architecture. The museum contains a Buddist gallery,
Brahmanical and Jain gallery, Arms and Armour gallery Numisimatics Gallery, Ajanta Gallery and more.
Adjacent to the State Museum is the Contemporary Art Museum.
Mecca Masjid : A hundred yards southwest of the Charminar is the Mecca Masjid, So named because the
bricks were brought from Mecca to build the central arch. The Qutb Shahis never finished the building of the
mosque, which was completed by Aurangzeb in 1964. Meccan Masjid is a poetry in stone, with a hall
measuring 67 metres and soaring to a height of 54 metres. Fiftneen graceful arches five to each of the three
sides, support the roof. Towards the southern end of the mosque lie the graves in marble of Nizam Ali Khan
and the families of the Asaf Jahi dynastry.
Shilparamam (The Arts & Crafts Village) : The last attraction at Madhapur beyond Jubliee hills in Hyderabad
is the 30 acre village, which houses arts and crafts of the country. To encourage crafts persons and to give the
necessary boost to their art, the crafts village hosts annual bazaars, where artists and artisans from all over the
country exhibit their talents.

7
The Nizam’s Museum : Located in the stately Purani haveli, the palace acquired in 1750, by the second
Nizam, is now converted as a museum with a fascinating collection. The museum showcases the gifts and
mementos presented to the last Nizam on the occasion of Silver Jubilee Celebration in 1937. A 1930 Rolls
Royce, Packard and a Mark V Jaguar are among the vingtage cars displayed. There is an interesting collection
of models made in silver of all the prominent buildings of the city and citations in Urdu about Mir Osman Ali
Khan, gold burnished wooden throne used for the Silver Jubilee Celebrations, gold tiffin box inlaid with diamonds,
gold model of Jubilee Pavilion and a silver filigree elephant with mahout are some of the notable items on
display. Opened to the public in 2000, it also houses the wardrobe of the sixth Nizam.
Ramoji Film City : A dream world created for the celluloid on a sprawling 1,800 acres, with every imaginable
set and location, Ramoji film city on the outskirts of Hyderabad offers facilities to produce any kind of movie.
Apart from sets, there are hotels where artistes and technicians can stay.Visitors too can go around in conducted
tours. The sets are made from Plaster of Paris and the other attractions include replicas of Hawa Mahal and
Mughal garden. It also houses a school of Journalism besides five famous restaurants and two star hotels Tara
and Sitara.
Hussain Sagar Lake : Constructed in 1562 A.D. by Hussain Shah Wali during the reign of Ibrahim Quli
Qutb Shah, this promenade by the lake is a busy through fare today and conjoins the twin cities of Hyderabad
and Secunderabad. Boating and water sports are a regular feature in the lake. One of the world’s tallest
monolithic statues of Buddha stands on the ‘Rock of Gibraltar’. right in the middle of the lake It is 17.5 metres
high and weighs 350 tonnes. Added to all these, providing new and better facilities like speed boats, motor
boats, 48 seater launch etc. Starlit on-board dinners and private parties also can be arranged on the launch.
On the eastern side of the lake is a bund which is popularly known as Tank Bund where statues of 33 eminent
personalities are lined. up.
Osmaina University : This famous university accredited with five star status had its origin in 1919. An
imposing granite structure, its Arts college is the best example of Osman Shahi’s architecutre which combiness
characteristrics of Hindu style with those of Sarcenic. This building has famous Ellora paintings on zits walls
and was completed at a cost of 3.6 lakhs. Osmain university has the distintion of being the first in India to
introduce an Indian language Urdu as the medium if instruction in all faculties.
Sanghi Temple :Located near Ramoji Film City this temple is named after the family of Sanghis, owners of
the Sanghi group of industries. This beautiful temple, which is located atop a hill has been constructed in south
indian style with deities of many Gods. It has now become a major spot for shooting of films.
Nehru Zoological Park : Spread over 1,800 acres with diverse flora and fauna, Nehru zoo park is India’s
biggest zoo. A lion safari tour and kiddies train serve as major attractions. It has been a good picnic spot over
the ages.

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HYDERABAD
Population : 102 Lakhs
Climate : Moderate
Temperatures : Winter Max. 220 C Min. 120 C

Summer Max. 420 C Min. 220 C
Important Services : Police - 100

(Tel. Nos.) Fire - 101
Ambulance - 102
Railway Enquiry - 131
Medical Aid : Apollo Hospital

Gandhi Hospital (Govt.)
Medinova Diagnostics
Nizam’s Institute of Medical Sciences
Apollo Pharmacy (24 hours)
Yashoda Hospital
Care Hospital
Global Hospital
Krishna Institute of Medical Sciences
Airlines : Air India

Jet Airways
Kingfisher airlines
Tindigo, Spicejet

9
ITC LIMITED - AN OVERVIEW
ITC Limited was incorporated in India on the 24th August 1910 with the name “IMPERIAL TOBACCO
COMPANY OF INDIA LTD”. It has since been carrying on businesses traditionally in Cigarettes &
Tobacco and was associated with the British American Tobacco Company (BATCO).
The British American Tobacco Company was founded in 1902. The B.A.T. Industries group in one of the
U.K.’s largest business enterprises. It is the world’s most international cigaratte manufacturer and a leading
provider of personal, financial & Business services in the U.K. & North America.
With the steady Indianisation of capital, the Imperial Tobacco Company changed its name in May 1970 to
“INDIAN TOBACCO COMPANY LIMITED”, signifying its integration with the country. In March
1974, with the start of its diversification activities, the name was changed to its present name, “ITC LIMITED”,
signifying the begining of an era of unprecedented growth and enterprise.
Today, ITC Limited is one of the best, largest public limited companies in India and has its divisions grouped
as Traditional and Non-Traditional businesses. From cigarettes and tobacco, packing and printing. ITC
Limited diversified into Hotels, Pulp and Paper, Marketing & Export of Cottage sector products, ITC also
became a dedicated patron of Arts & Music (Sangeet Research Academy) & Sports (Wills Trophy, Classic
Derby etc.).
THE HEAD QUARTERS
ITC LIMITED
“VIRGINIA HOUSE”
37, J.L. NEHRU ROAD,
KOLKATTA - 700 071.

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ITC BUSINESSES
1. Indian Tobacco Division (ITD) : ITD manufactures and sells cigarettes and smoking tobacco.
2. Indian Leaf Tobacco Development Division (ILTD) : ILTD develops, cultivates, purchases, processes
& sells tobacco to foreign and Indian markets.
3. Packaging & Printing Division (PPD): The largest convertor of paper boards into packing in India
serving over 100 popular consumer brand leaders.
4. Hotels Division : The Welcomgroup is one of the widest spread hotel chains in India.
5. Information Systems Division (ISD) : ISD markets computer hardware and software packages in
India & Abroad.
6. Tribeni Tissues Division (TTD) : TTD was founded in 1949 producing mainly cigarette tissues. It
became a part of the ITC Group in August 1988 and later division of ITC in 1991.
7. International Business Division (IBD) : IBD established in 1990 is the export wing of ITC exporting
cigarattes, tobacco, agro products etc.
8. Paper board and speciality paper Division (PSPD) : It was promoted by ITC in 1975 staging the
entry of ITC into paper. It has also received the National Productivity Award for three consecutive years.
9. Lifestyle Retailing Business Division : The Lifestyle division came into the ITC fold in 2000 with the
aim of making people look smart with its trendy range of international quality relaxed ware is now available
in 48 stores across 39 cities in India.
10. Greeting Cards Division : Marketed as “Expressions” Greeting Cards which is a subsidiary of
Packaging and Printing Division. tied up with one of the world’s largest manufactures of Greeting Cards. i.e.
Maple of United Kingdom to produce a card for every occasion. The highlight is that is that it has started
printing cards in vernacular language, which is known as “Expressions Matrubhasha” in eight Language.
11. Kitchens of India : The latest addtion to ITC’s endless chapter of crowming glory, it has brought
processed food packed into a can and ready to eat with first being “Dal Bukhara” and the latest and the
latest being “ Khubani Ka Meetha”s delightful dessert of dried apricots and nuts sweetened to perfection.
12. Food and Confectionery : ITC Limited has also command Marketing Safety Matches sourced From
Small Scale Sector.

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ITC PROMOTED COMPANIES
1. Surya Tobacco Company Pvt. Ltd. - Kathmandu, Nepal
2. Triveni handlooms Ltd.
3. ITC Global Holdings Pvt. Ltd.
ITC SUBSIDIARY COMPANIES

1. ITC Infotec UK
2. ITC Infotec USA
3. Wills Corporation
4. Gold Flake Corporation
5. Land Base
6. BFIL Finance
7. MRR Trading
8. Surya Nepal Associates
9. ITC Filtrona Ltd.,Bangalore
10. Russell Credit Ltd.
11. ITC Infotech (USA) Inc.
12. Srinivasa Resorts Ltd.
13. Fortune Islands Hotels Ltd.
14. Bay Islands Hotels Ltd.
ITC ASSOCIATE COMPANIES

1. King Maker,USA
2. Meqa Top
3. Newdeal
4. Peninsular
5. Russel Investment
6. Asia Tobacco
7. Classic Infrastructure
8. Development Ltd.
9. Gujrat Hotels
10. Maharaja Heritage Resorts Ltd.
11. Greenacre Holdings Ltd.
12. International Travel House Ltd.

12
ITC LIMITED - BOARD OF DIRECTORS
Chairman : ...............................................................
Executive Directors : ...............................................................
...............................................................
...............................................................
...............................................................

13
WELCOMGROUP - AN OVERVIEW
Welcomgroup is the Hotels Division of ITC Limited. It came into being in 1974 with ITC’s entry into the
field of hoteliering with the opening of the Chola in Chennai in 1975, Welcomgroup’s first owned property.
Two more hotels, the Mughal in Agra in 1976 and the Maurya in New Delhi in 1977 followed in rapid
succession, firmly establishing Welcomgroup as one of the fastest growing groups in India.
The division’s first name was “Welcomhotels and Indoviles”. Indoville which is a combination of an ideal
Indian village and that of a modern hotel providing all the essential amenities at a lower price giving a totally
Indian experience.
The Welcomgroup name emerged only in 1977. Welcomgroup went into the management operations and
marketing of hotels owned wholly by other enterpreneurs or jointly with ITC.
Welcomgroup is a completely new concept in hoteliering in India. The chain philosophy of individualy was
set up by its first three hotels, each of which took as its theme a famous dynasty form India’s past (viz) The
Cholas, The Mughals and the Mauryas.
With the restructuring of the Hotels Division of ITC in April 1994, ITC Hotels Limited came into being as a
subsidiary of the ITC Group of Companies. All hotels of the Welcomgroup chain now come under the
banner the banner of ITC Hotels Division.

14
Welcomgroup - Business Philosophy
Guest Experience
Guest Experience with Profits
Guest Experience with Profits, Growth and Development
Welcomgroup Mission
To be recognised as a premier professional Organisation providing finest Hospitality, Tourism, and
Travel related consumer serives in the country, and thereby contributing towards the achievement of
the following National and Corporate priorities.
Corporate
Generating adequate economic surpluses to meet the expectations of the shareholders.
National
Maximising Foreign Earning
Development of Human Resources
Employment Generation
Welcomgroup Motto
“A WOW at Every moment of truth”
Welcomgroup Slogan
“Nobody Gives you India Like We Do”
Welcomgroup Logo
The Logo of Welcomgroup denotes a traditional Indian Welcome in the form of “NAMASTE” in
an Open Doorway.

15
Properties of the ITC Welcomgroup Chain
1. ITC Hotel Maurya The Luxury Collection New Delhi
2. Sheraton Chola Hotel Chennai
3. ITC Hotel Park Sheraton & Towers Chennai
4. ITC Hotel Windsor The Luxury Collection Bangalore
5. ITC Mughal The Luxury Collection Agra
6. Sheraton Rajputana Hotel Jaipur
7. WH Vadodara Baroda
8. WH Rama International Aurangabad
9. ITC Hotel The Kakatiya The Luxury Collection Hyderabad
10. WH Grand Bay Visakhapatnam
11. Sheraton New Delhi Hotel New Delhi
12. ITC Hotel Maratha The Luxury Collection Mumbai
13. ITC Hotel Sonar The Luxury Collection Calcutta
14. ITC Grand Central The Luxury Collection Mumbai
Fortune Park Hotels

(A Subsidiary of ITC Hotels Ltd.)
1. Fortune Park Landmark Ahemdabad

2. Fortune Hotel The South Park Trivandrum
3. Fortune Resort Central Darjeeling
4. Fortune Resort Bay Island Port Blair
5. Fortune Hotel Galaxy Vapi
6. Fortune Hotel Calicut
7. Fortune Hotel Centre Point Jemshedpur
8. Fortune Hotel Sullivan Court Ooty
9. Fortune Select Global Gurgaon
10. Fortune Pandyan Madurai
11. Fortune Landmark Indore
12. Fortune Kences Hotel Tirupati
13. Fortune Select Palms Chennai
14. Fortune Bella Casa Jaipur
15. Fortune Murali Park Vijaywada
16. Fortune Klassik Ludhiana
17. Fortune (Hario Beach Resort) Mahabalipuram
18. Fortune Inn Riviera Jammu

16
THE WORLD OF ITC WELCOM HERITAGE HOTELS
1. Bal Samand Lake Palace Jodhpur 27. Taragarh Palace Palampur
2. Sardar Samand Lake Palace Pali 28. Woodville Palace Shimla
3. Khimsar Sand Dunes Village Khimsar 29. Corbett Ramganga Resort Corbett National Park
4. Khimsar Fort Khimsar 30. Palace Belvedere Nainital
5. Windamere Darjelling 31. Kasmanda Palace Mussoorie
6. Maharani Bagh Orchard Retreat Ranakpur 32. Hotel Shambha-La Leh Ladakh
7. Connaught House Mount Abu 33. Cherry Banks Retreat Gangtok
8. Karni Fort Bombora 34. Solang Valley Resort Manali
9. Umed Bhavan Palace Kota 35. Shaline Palace Kolhapur
10. Pragati Resorts Hyderabad 36. Grace Hotel Dharamsala
11. Royal Camp at Nagaur Fort Nagaur 37. Fort Amla Amla
12. Noor- US-Sabah Palace Bhopal 38. Fernhills Palace Ooty
13. Kanha Jungle Lodge Kanha 39. Koolwal Kothi Nawalgarh
14. Bandhavgarh Jungle Lodge Bandhavgarh 40. Rantham Bore Forest Resort Sawaz Madhupur
15. Bassi Fort Chittorgarh 41. Golf View Pachmarhi
16. Regency Villas Ooty 42. Windsor Imperial Ranikhet
17. Bal Samand Garden Retreat Jodhpur 43. Kikar Lodge Dist. Ropar
18. Lal Niwas Phalodi 44. Grand Imperial Agra
19. Taradale Cottages Ramgarh 45. Chinnar Plantation Bungalow Elappara
20. Gurkha House Boats Srinagar 46. Burra Sahib’s Bungalow Jorhat
21. Rajendra Villas Palace Mysore 47. Mistrs Sahib’s Bungalow Jorhat
22. Ranjit’s Svaasa Amritsar 48. Thengal Manor Jorhat
23. Sheikhpura Kothi Hansi 49. Rosaville Shillung
24. Mandir Palace Jaisalmer 50. Elepmant Point Retreat Tippi
25. Sariska Tiger Heavens Alwar 51. Pemaling Dirang
26. Judge’s Court Paragpur

17
ITC HOTELS DIVISION : - Organisational Structure
Divisional Chief Executive ....................................................................
Exec. Vice President - Operations ....................................................................
Sr. Exec. Vice President - Projects, ....................................................................
Vice President Growth & Development ....................................................................
Vice President - Finance ....................................................................
Vice President - Sales & Marketing ....................................................................
Vice President - ITC Prefixed Hotels ....................................................................
Vice President - WelcomHotels ....................................................................
Vice President - Ops. Support & Quality ....................................................................
Vice President - Quality Learning & Six Sigma ....................................................................
President FPHL ....................................................................
President WelcomHeritage ....................................................................
Vice President - CGR ....................................................................
Vice President - Projects ....................................................................
Vice President - R & R ....................................................................
VP Quality : Product , Development & Housekeeping ....................................................................
Divisional Financial Controller ....................................................................
Corporate Leader Quality : Food Production ....................................................................
Pator ....................................................................
Manager Quality : Food Hygiene ....................................................................
Corporate Leader Quality : Loss Prevention & Administation ............................................................
GM Quality : Human Resources ....................................................................
GM Quality : Welcom Environ Initiatives ....................................................................

18
ITC SHERATON LINK -UP
In 1979, Sheraton International, the largest luxury hotels network in the world with headquarters in Boston,
USA with over 600 hotels and 100 sales offices spread over 40 countries, on cancelling their franchiese
agreement with Oberoi chain in India, signed an exclusive agreement with Welcomgroup in the field of
Marketing Services and Reservations, exposing the Welcomgroup Product to the world and aiding in creating
confidence in the foreign traveller and businessman.
The first three hotels to come under the agreement were The Maurya Sheraton, Mughal Sheraton and The
Chola Sheraton.
In 1987, agreement for the Windsor Manor Sheraton and The Welcomgroup Sea Rock Sheraton was
signed. In 1988 The Park Sheraton was included in this agreement. The seventh hotel to linkup with the
Sheraton was The Welcomgroup Rajputana Palace Sheraton in Jaipur.
THE LUXURY COLLECTION

One of the leading hotel and gaming companies in the world, Starwood’s brands include Sheration Hotel &
Resorts, Four Points By Sheraton Hotels, St. Regis Hotels & Resorts, The Luxury Collection, Le Meridien,
W Hotels and Westin Hotels & Resorts. The Luxury Collection is an elite group of over 58 of the world’s
finest hotels and resorts in 25 countres. Originally launched in January 1995, this elite brand has grown both
with the addition of distinctive properties around the world and with the introduction of several imporatant
programs and services for travel agents and luxury travelers. Hotels in The Luxury Collection are unique,
ranging from former palaces dating back to the 14 century to some of the world’s most modern resorts.
To sophisticated travelers worldwide, The Luxury Collection delivers the finest hotel experiences through
an unparalleled attention to guests’ needs and preferences, exceptional and distinctive properties and
seampless integration of the customs, culture and environment of each property’s locale.
The Luxury Collection hotels and resorts are distinguished by magnificent decor, spectacular settings,
impeccable service and the latest in modern conveniences and amenities. In bustling cities and spectacular
resorts around the world, the Luxury Collection provides the difignitive hospitality experience for people of
superior taste and refinement. So whether you want to lounge by the Mediterranean, tour the Hawaiian
Islands or explore any of over 60 cultural centers, you can experience it all in sumptuous surroundings with
The Luxury Collection.
The symbol of Luxury Collection, four horses denote the four holy horses at the Basilica church in Venice.
And it communicate Warmth, Indigenous, Sustainability and Efficiency.
ITC Kakatiya joined in this elite club recently and is now known as
ITC Hotel The Kakatiya - The Luxury Collection’ from September 2007’

19
BOARD OF DIRECTORS
SRINIVASA RESORTS LIMITED
Chairman : ....................................................................................
Managing Director : ....................................................................................
Directors : ....................................................................................
....................................................................................
....................................................................................
....................................................................................
....................................................................................
....................................................................................

20
ADDRESS : 6-3-1187, Begumpet,

Hyderabad - 500 016.
TELEPHONE : 040 - 23400132
FASCIMILE : 040 - 23401045/040-23401144
LOCATION : The heart of the upcoming modern

commercial centre of Hyderabad.
2.5 kms from the Airport
7 kms from the Railway Station,
7 kms from the Main Commercial / Shopping
Area.
OWNERSHIP : Srinivasa Resorts Limited (A subsidiary of ITC

Hotels Ltd.)
CUSTOMER SEGMENT : Business Traveller
CATEGORY : 5 Star Deluxe

21
WHO’S WHO AT ITC HOTEL THE KAKATIYA
GENERAL MANAGER : .........................................................................
UNIT FINANCIAL CONTROLLER : .........................................................................
FRONT OFFICE MANAGER : .........................................................................
FOOD & BEVERAGE MANAGER : .........................................................................
UNIT SALES MANAGER : .........................................................................
CHIEF ENGINEER : .........................................................................
EXECUTIVE HOUSE KEEPER : .........................................................................
EXECUTIVE CHEF : .........................................................................
PERSONNEL MANAGER : .........................................................................
MANAGER LEARNING SERVICES : .........................................................................
PURCHASE MANAGER : .........................................................................
LOSS PREVENTION OFFICER : .........................................................................
MANAGER WOW EXPRESS : .........................................................................

22
LAND & BUILDING
THE LAND
Land Area : 3.62 Acres or 14776 Sq. Mts.

Floor Space Index : 2.5
Built Up Area : 24439 Sq. Mts
Clear space around building
for fire tender : 9.40 Mts.
Maximum Height permitted : 25 Mts.
Altitude above mean Sea Level : 531 Mts.
BUILDING Sq. Mts.

Basement Floor including
water tanks : 936.00
Lower Ground Floor : 5601.00
Mezzanine Floor : 900.00
Upper Ground Floor : 3727.73
Service Floor : 2065.00
First Guest Floor : 2151.60
Second Guest Floor : 2151.60
Third Guest Floor : 2151.60
Fourth Guest Floor : 2151.60
Fifth Guest Floor : 2356.50
Machine room on terrace : 246.00
TOTAL AREA : 24439.11

23
FACTS AT A GLANCE
1. Architect : Rajender Kumar & Associates, New Delhi.
2. Interior Design of Lobby : Frenchesca Basu of Richmond Int., Londonbased on
the Kakatiya Dynasty of Warangal area.
3. Interior of the Bar : By Richmond Int., London with no specific theme.
A Dholpur stone carved Bar Counter.
4. Interior of the Tea Lounge : By Richmond Int., London with glass domes backlit
to create a day / night effect. Frescos of the
Vijayanagar period.
5. Interior Design of the : By Richmond
Deccan Pavilion
6. Interior Design of Banquet Halls : By Fab Interiors, Delhi
7. Interior of Shopping Arcade : By Richmond Int., London
8. Interior of Suites : By Fab Interiors, Delhi
9. The Porch : By Richmond Int. London, has beautiful double glass
doors with Bidri designed handles and marble carved
fountains on both sides of the entrance.
10. Landscaping : By Mr. Veerappan of M/s. P.L. Designs Company Ltd.
11. Property management systems : Computer lodging system with point of sale interface.
12. Complaint management system : Cansys.
13. Building management system : Allen Bradley, configured to handle all parameters.
14. Mini Bars in rooms : Dometic
15. Televisions : Samsung
16. TV Channels : 60 Channels at present
17. In - room safes : Digisafe, Welcomvault & Cisa
18. Car pick-up for Towers : Air conditioned, Camry, Optra
19. Banquet entrance : Seperate from Lobby.
20. Toilet for Handicap : At Lobby level.
21. Car parking : Seperate from Lobby.
22. Shopping Arcade : At Lobby level.
Jewelley, Artefacts, Toilet Requisites and medicines.
23. Software Available : Lotus Smartsuits & MS Office.

24
PRODUCT PROFILE
Rooms Nos. Tariff
INR US$ INR US$
Executive Club 66 --- --- --- ---

Towers Rooms 65 --- --- --- ---
Kakatiya Towers 35 --- --- --- ---
ITC One 21 --- --- --- ---
Presidential Suites 1 --- --- --- ---
Luxury Suite 1 --- --- --- ---
Srinivasa Suite 1 --- --- --- ---
Total 190 --- --- --- --
* Taxes Applicable : 5% Luxury Tax
ROOM CONFIGURATON
Floor E.C. Towers ITC One Suite Total
1
First (11th) 31 --- 5 (Srinivasa) 37
Second (12th) 35 --- 5 --- 40
Third (14th) --- 35 5 --- 40

Kakatiya Towers
1
Fourth (15th) --- 34 4 (Nizam) 39
1
Fifth (16th) --- 31 2 (Luxury) 34
Room Area 290 340 540 1,450 ---
B.R. Area 50 50 55 180 ---
Total Area Sq.Ft. 340 390 595 (3) 1,630 ---
Total Area Sq.Mt. 31.6 36 55.3 151.4 ---

25
ROOM VIEWS
Floor Lake View (Pool) Terrace Garden Staff College
11th to 16th 01, 03, 05, 07, 09, 11 02, 04, 06, 08, 10, 12, 21, 23, 25, 27, 29, 31,
15, 17, 19, 20, 22, 24 14, 16, 18, 33, 35, 37, 32, 34, 36, 38 & 40
26, 28 & 30 39 & 40
INTER CONNECTING ROOMS
11th to 14th Floor 07 - 09, 20 -22
15th Floor 07 - 09, 20 - 22, 501 - 1505
16th Floor 11 - 15, 24 - 26
MISSING ROOMS NUMBERS

FLOOR MISSING ROOM NUMBERS
11TH 04, 06, 08 & 13
12TH 13
14TH 13
15TH 03 & 13
16TH 01, 03, 04, 05, 07, 13 & 20

26
SINGLE LADY ROOMS
1532 - 1541
(EVA WING)
NON SMOKING ROOMS

ROOM NOS. : Entire 12th Floor
Entire 15th floor
ROOM FOR
PHYSICALEY
CHALLENGED : 1103
BED TYPE CONFIGURATION
Category King Queen Twin Total
11th Floor EC - 18 13 31
P. Suite (S.S) 1 - - 1
ITC ONE 5 - - 5
TOTAL - - - 37
12th Floor E.C. - 33 2 35
ITC ONE 5 - - 5
TOTAL - - - 40
14th Floor Towers - 33 2 35
ITC ONE 5 - - 5
TOTAL - - - 40
15th Floor Towers - 32 2 34
ITC ONE 3 - 1 4
P. SUITE 1 - - 1
TOTAL - - - 39
16th Floor TOWERS - 29 2 31
L. SUITE 1 - - 1
ITC ONE 2 - - 2
TOTAL - - - 34
0
GRAND TOTAL 23 145 22 190

27
GUEST FACILITIES
BUSINESS CENTRES
The Executive Club Business Centre and the Towers Business Centre are situated at the Lobby
Level and 16th Floor respectively, offering a variety of Business Facilities to guests of the Executive
Club & Towers Rooms which are charged as per applicable rates.
The Business facilities offered are : Telefax / Computers with the latest Software / Photocopying /
Comb & Spiral Binding / Cellular Phones on hire / Use of Slide Projectors / Overhead Projectors &
a facility to hook on to the Internet.
In addition to the above facilities, Secretarial services and the use of Board Rooms / Office rooms
are also provided for the use of Towers and Executive Club Guests. Both Business Centres provide
an ideal setting for light reading and conducting business deals / conversation. A Library with a wide
array of books & periodicals is provided at both places. Lounges with Bar facilities (not in use) are
also available.
The Business Centre / Lounge is operational from 7.00 a.m. to 10.00 p.m. at both locations.
TRAVEL AGENT
Travel House situated in the Lobby of the Hotel offers travel assistance to guests.
The services offered include Train & Air bookings, hiring of cars & coaches, flight reconfirmations,
cancellations etc.
The travel Desk operates round the clock.
DOCTOR ON CALL
Dr. Gupta (Company Doctor) is available on call 24 hours. His telephone number are 23312636 (Resi-
dence), 23400111 (Clinic) & 9440318022 (Cell). (Star code *370)
In case of Need / Emergency, the Doctor may be contacted at the above numbers.
Should Dr. Gupta not be available, Dr. Rama Rao may be contacted on Cell No. 98480 29696. (Star code
*371)

28
HEALTH CLUB & SWIMMING POOL
The health Club is compact in design but has all the facilities of a modern health club.
The Swimming Pool is free flowing and is built around a natural rock formation with an over
bridge, landscaped surroundings and an inbuilt Jacuzzi.
A maximum depth 5 feet is maintained as per the ITC Hotels safety standard. The Swimming Pool
has a holding capacity of 5 lakh liters of water and is continuously filtered by a Sand Filteration
process followed by Chlorine Dosing.
The Pool is open to all resident guests from 7.00 a.m. to 7.00 p.m. (There is no life guard on duty from
12.00 Noon to 4.00 p.m.)

29
TELEPHONES
The Telephone Exchange installed is an Electronic EPABX System by Alcatel
P & T Lines : 03
Tata Tele Services : 30
Extensions : 560
Operator Consoles : 04
SALIENT FEATURES :
* In Built Call Metering
* Voice mail Facility
* Alpha Numeric Displays on all Digital Instruments.
* Automatic Call Back on Busy Private Trunk
* Alternating Hold
* Three Party Conference
* Call Forwarding
* Call Forwarding on Busy
* Call Park Facility

30
DINING & ENTERTAINMENT
Outlet Location Area Covers
Deccan Pavilion Lower Ground Floor 2855 Sq.Ft. 114
Dakshin Lobby Level 1960 Sq.Ft. 64
Marcopolo Bar Lobby Level 1479 Sq.Ft. 42
Rani Rudramba’s Court Lobby Level 1256 Sq.Ft. 22
Towers Club 16th Floor 400 Sq.Ft. 16
Hyder Mahal - I Lower Lobby Floor 1430 Sq.Ft.
Hyder Mahal - II Lower Lobby Floor 2096 Sq.Ft. 500 in Theatre Style
Hyder Mahal - III Lower Lobby Floor 1430 Sq.Ft.
Pre Function Area Lower Lobby Floor 1674 Sq.Ft.
Board Room Lower Lobby Floor 789 Sq.Ft. 18
Cabinet Lower Lobby Floor 777 Sq.Ft. 12
Hyder Bagh Lower Lobby Floor ---- Small Banquet Parties
Hina Mahal Banquet Terrace 5304 Sq.Ft. 100
Indian Grill Lower Lobby Floor

31
COFFEE SHOP : DECCAN PAVILION
The nation’s first multi dimensional and versatile 24 hour restaurant with a show buffet and food
plaza with show kitchens. The open dining area (Extension of Deccan Pavilion) ‘Al Fresco’ offers bar-be-
cue dining during dinner hours. Offers a wide range of Buffets from Breakfast to Midnight.
MEAL TIMINGS RATE
Breakfast Buffet 07.00 a.m. - 10.30 a.m.

Lunch Buffet 12.30 p.m. - 03.00 p.m.
Dinner Buffets 7.30 p.m. - 11.30 p.m.
Midnight Buffet 12.00 Midnight - 02.00 a.m.
SPECIALITY RESTAURANT : DAKSHIN
A South Indian speciality restaurant serving the cuisines of Andhra Pradesh, Kerala, Karnataka &
Tamilnadu. “Dakshin” is an “Andhra” lead menu mix with the objective of instilling Andhra pride.
Live Entertainment in the form of a Karnatic performance in the evenings except on Monday
MEAL TIMINGS
Lunch 12.30 p.m. - 02.45 p.m.

Dinner 07.30 p.m. - 11.30 p.m.
SPECIALITY RESTAURANT : THE INDIAN GRILL
The ultimate cuisine destination with rustic setting and a kitchen on view, serving foods from the
north west frontier region.
MEAL TIMINGS
Lunch 12.30 p.m. - 02.45 p.m.

Dinner 07.30 p.m. - 11.30 p.m.

32
SPECIALITY PUB : DUBLIN
The always cheerful Irish pub. A warm welcome and a cold drink will greet your coming. 5pm to midnight
every night
BAR - MARCOPOLO BAR
Named after the legendary traveller who is rumoured to have touched base at Andhra Pradesh during his
travels. Offers wide choice of Cocktails, Mocktails and Domestic and Imported Wines, Beers and Spirits.
TIMINGS : 11.00 a.m. - Midnight
DRY DAYS : STATE DECLARED DRY DAYS
TEA LOUNGE : RANI RUDRAMBA’S COURT
A Beverage Boutique situated in the lobby abutting the Pastry Counter and Serving, Designer,
beverages, tea and coffee with a surprise snack along with every order.
TIMINGS: 07.00 a.m. - 10.00 p.m.
TOWERS CLUB
Modelled on the lines of Luxury Collection Internationally. Serves d’hote menus with a novelle touch for
lunch and dinner.
MEAL TIMINGS
LUNCH At present operational only against

DINNER Requests
ROOM SERVICE:
The Room Service functions 24 hours and is situated in the Main Kitchen area. The Room Service is
connected to the residential block by three service elevators.

33
ENGINEERING & MAINTENANCE
ELECTRIC POWER
Hotel receives Electricity at 11000 V (11 KV) and is stepped down to 440 V using transformers.
There are 2 transformers of 1000 KVA each.
CAPTIVE POWER
In the event of a power failure from the APTRANSCO, full load of the building can be taken on the
Diesel Generating Sets (DG). There are 2 DG sets of 500 KVA each, made by Kirloskar Cummins.
AIR-CONDITIONING
Central air conditioning of the hotel is provided by 2 nos Screw Chillers and ancillary systems.
These chilling plants are totally environmentally friendly (CFC free) and are one of the most energy
efficient models. Capacity - 250 Tonnes each (TR)
VERTICAL TRANSPORTATION
3 Guest elevators and 3 Service elevators provide the necessary vertical transportation. These eleva-
tors, made by OTIS, and mitsubishi provide modern safety features and travel at a speed of 1.5 Meters /
second.
WATER
The hotel receives water from Municipality and from its own borewells in the compound. During
summer, private tanker supply is also taken. A total of 600 Kl storage capacity is available in the
hotel. The received water is treated in the plant room using Multi-Grade pressure filters, softeners,
and Ultra-violet purifiers. Chlorination is used to disinfect the entire water to international standards
(WHO).
Water is distributed to throughout the hotel through a pressure booster system working on the principle
of Variable Frequency Drive system, which ensures equal pressure everywhere without wasting
energy.
STEAM AND HOT WATER
Laundry consumes large quantities of steam. This is provided by steam boilers. There are 3 boilers
of 600 kg/hr capacity. Steam and condensate are used to heat up water in the calorifiers, to provide
hot water for the entire hotel.

34
FIRE SAFETY
The fire and life safety systems are designed with help of national and international guidelines.
Smoke and heat detections systems are provided every where in the hotel to give early warning. The
fire control panel at engineering registers alarm and also can take defensive actions like switching
off of air handling units. Emergency annunciation can be made from the public address system
which can address each floor separately and together. Automatic Sprinkler system is provided
throughout the hotel. Fire hydrants are available on all floors and wings. Automatic fire pumps
ensure that fire pipes are always pressurized for emergency operation.
Four fire pumps are installed (Jockey, Hydrant pump, Sprinkler pump and Diesel driven pump as
back up). Fire doors are provided on the floors and critical areas to prevent spread of fire.
GENERAL SAFETY
Electrical equipment, wiring and distribution is done according to proper Indian and International
standards. Earth Leakage Circuit Breakers (ELCB) are provided for all areas for protection against
shock. Proper ladders, safe handtools, Personal Protective Equipment (PPE) are provided to enable
you to work safely. All rotating machinery are guarded to prevent injuries. Kitchen and laundry
equipment which has moving blades / drums are provided with safety interlocks. Antiskid bathtubs,
grab bars etc., ensure guest safety in bathrooms.
ENVIRONMENT
The hotel is certified for ISO 14001 standard which facilitates proper Environment Management
System. The hotel defines new targets for energy conservation, Water conservation, Waste reduction
etc., and strives to achieve them. We also adhere to all norms and rules set by Government with
regard to Pollution Control, Hazardous Wastes and reporting. The Hotel has an Effluent Treatment
Plant which treats all the sewage and effluents and also recycles part of it after treatment to be used
in gardening, cooling towers and flushing. The hotel is committed to reduction of Ozone Depleting
substances and also to the reduction of emission of CO2 which causes global warming. The hotel
undertakes afforestation activities every year.
EHS TRAINING
EHS training covering fire protection and fire fighting, environmental awareness and General Safety
is mandatory for all employees.

35
SAVEN GOLDEN RULES TO FOLLOW
SAFETY STARTS WITH COMMONSENSE
No matter where you work in the company, whether in the engineering, laundry, kitchen, stores, F & B
(Service), Kitchen stewarding, Laboratory or office, the most important safety rules are based on everyday
commonsense.
1. Pay attention to your Supervisors, Safety Officers, or Managers; they know from experience what
causes accidents, if you are in any doubt ask.
2. If you see something dangerous which could cause an accident, report it immediately to your Supervisor,
Safety Officer or Manager, You must report all accidents.
3. Keep your work area clean and tidy-bad housekeeping causes more accidents at work than anything
else.
4. Do not run or fool about it the work areas including office. Your speed or thoughtlessness could cause
a serious accident to yourself or others.
5. In the work areas, use the marked gangways and keep them clear at all times.
6. Dress suitably for work. If you have been given special clothing to wear such as Hard Hat or Goggles,
it makes sense to wear them -they are there to protect you.
7. In any emergency, try to act calmly and quickly.
The seven simple rules above, if followed, could help to prevent many accidents in workplace

36
SAFETY AWAY FROM WORK
Remember that many accidents also happen

outside work place
WHEN DRIVING :
Stay alert. Don’t drive when you are titred.
Ensure your vehicle is in a roadworthy condition.
Always wear seat belts in cars or wear crash helmets when riding two wheelers.
Obey the speed limits and traffic rules.
Alcohol and driving don’t mix

37
HOME SAFETY
AT HOME :
Turn off power points when not in use and remove plugs.
Use dummy plugs the sockets which are not in use.
Never leave matches and lighters lying around where children may find then.
Take special care of fire hazards in the kitchen.
Toys, Rubbish, Leads and Wires etc., are tripping hazards when left in floor.
Follow directions when using cleaning materials, medicines etc., keep them out of reach of children.
So take as much care at home as you do at work.

Think about safety all the time.

38
CONCLUSION
Help to keep your workplace safe
✮ Obey the company safety rules
✮ If you have any question - Ask.
Working together, we’ can provide a healthy

and safe environment for all.

39
HOUSE RULES
The Hotel has certain rules and regulations which are listed below and should be observed at all times.
Contravention of any hotel rule or procedure may lead to disciplinary action.
1. APPEARANCE :
A. LADIES : Special attention should be paid to hair,

face, hands, feet and personal hygiene. Please be
conservative in your use of cosmetics. Do not wear
gaudy jewellery. Simple hair styles are desirable,
without the use of any fancy hair clips.
B. GENTLEMEN : Be clean shaven and keep your hair

short and neatly combed. Wear fresh shirts and neck
ties and keep your jacket buttoned at all times. Be
surethat your clothing is clean and your shoes are in
good repair and well polished.
2. STAFF ENTRANCE : Staff should use only the staff entrance

to enter and leave the hotel. They are expected to sign out at the Time
Office. It is a standard procedure to physically check all staff while
signing out at the time office and at the security control point.
Punctuality in accordance with the shift timings is of utmost
importance.
3. IDENTITY CARD : An identity card will be issued by the Personnel Department and
should always be possessed by the person to whom it has been issued and must be produced when
required. The Personnel Department should be intimated immediately when an identity card has
been lost, misplaced, or if there are any changes to be made. The identity card must be displayed promptly
by the employee while on duty. The identity card remains the property of the hotel and must be returned to
the Personnel Department while leaving the hotel’s employment.

40
4. NO SMOKING ZONES : Smoking is strictly banned in all
public areas of the hotel and is permitted only in the staff
locker rooms.
5. CAFETERIA : The Cafeteria is provided for the use of all employees

where all items are catered to at subsidized rates. The cafeteria facilities
should be availed of only while on duty.
The Cafeteria timings are as follows:
BREAKFAST : 06.00 a.m. to 07.30 a.m.

MORNING TEA : 10.00 a.m. to 10.30 a.m.
LUNCH : 11.30 a.m. to 01.30 p.m.
DINNER : 07.00 p.m. to 08.00 p.m.
NIGHT SNACKS : 01.00 a.m. to 01.30 a.m.
RATES :
STAFF ON ROLL CONTRACT
BREAKFAST : Rs. 75 per month Rs. 3.00

LUNCH & DINNER : Rs. 5.00
TEA & COFFEE : Complimentary
The above rates are in time being in force. They are subject to change.
6. MEDICAL FACILITIES: If an employee earns total

emoluments below Rs. 7500/- per month (excluding travelling
allowance) he/she is covered under the Employees State
Insurance Scheme (ESI), wherein 1.75% of the salary is deducted,
the company contributing 4.75%. This entitles the employee to medical
benefits available under the scheme from his/her authorized ESI
dispensary/hospital. For further details or clarification contact the
Personnel Department.

41
7. IN HOUSE MEDICAL FACILITIES : The house doctor will be available to the employees
between 1.00 p.m. to 2.00 p.m. (Monday to Saturday), Doctor’s clinic is situated near LPO’s
Office.
8. AREAS OUT OF BOUNDS : Every employee is expected to be seen only in his / her
assigned area of work during his / her shift. This rule is expected to be adhered to strictly.
9. USE OF HOTEL FACILITIES : No employee is allowed to use Hotel facilities that are
available . viz. Restaurants / Bars / Banquets / Health Club / Swimming Pool / Beauty Parlour
/ Barber Shop Etc.
10. UNIFORM RULES : All employees who have been issued uniforms should get them
laundered at the hotel. It is the employees responsibility to maintain the uniform in a clean
and presentable state and take proper care of it. Uniforms must not be worn outside the hotel.
On termination of employment, any uniform issued must be returned to the House Keeping
Department and only when a clearence slip is given by the House Keeping Department will
the final settlement be made.
11. LOCKERS : Appropriate lockers will be issued on signing

a locker agreement at the Time Office. No change of locker
must take place without permission. These lockers are
for personal belongings and it is at the employee’s risk if
valuables are not kept in the locker. The hotel accepts no
responsibility for any item in the locker. The management
of the hotel reserves the right to search lockers at any time.
12. PERSONAL PARTICULARS : Any change in Personal details, Marital stuatus, Residential
address or Educational attainments must be reported in writing to the Personnel Department
to enable updation of records.
13. SECURITY RULES:
A. Friends and others are discouraged from calling employees on duty except in case of
emergency.
B. Hotel property is allowed to go out only when a specific authorization in writing

from the management is given in way of gatepass.

42
C. If for any reason personal belongings are to be brought to the hotel, they are at the
employee’s risk and a gate pass should be obtained on entry to be produced along with
the article going out of the exit.
D. If an employee carries more than Rs. 100/- in his / her wallet / handbag, he / she is
expected to declare the same at the security control. This rule is to be enforced strictly.
E. No employee should be found with foreign currency on his / her person at any time.
F. On no account should the hotel’s fax machines be used for receiving or sending
personal faxes.
G. Any employee desirous of making a telephone call outside the hotel in case of an
emergency should take permission of his / her manager before using the telephone.
H. On no account should the hotels Photo copying machines be used to take personal
copies.
14. WAGE & SALARIES : All wages / salaries are paid on or before the 7th of every month
into the State Bank of Hyderabad, Panjagutta Branch into the employees respective bank
accounts. All employees will receive their respective salary slips giving details of salary
earned / deductions / advances etc., from Time Office on or before the 5th of every month.
Any queries regarding the above may be referred to the Personnel Department.

43
GENERAL COMPORTMENT
1. SPITTING - ABSOLUTELY NOT PERMITTED ANYWHERE.
2. LOUD LANGUAGE - NOT PERMITTED ANY WHERE.
3. ARGUING & DISPUTES - NOT PERMITTED IN ANY PUBLIC AREA AT ANY TIME.
4. LEANING & SLOUCHING - NOT PERMITTED IN PUBLIC AREA AT ANY TIME.
5. RUNNING - NOT PERMITTED ANYWHERE IN THE HOTEL.
6. SOLICITING FOR TIPS - NOT PERMITTED ANYWHERE AT ANYTIME.
7. LINE OF COMMAND - MUST BE FOLLOWED. IF ANY EMPLOYEE HAS A GRIEVANCE,

TO HE / SHE MUST SEE HIS / HER IMMEDIATE SUPERIOR PRIOR TO GOING
HIGHER UP.
8. TARDINESS - WILL NOT BE TOLERATED.
9. BREAKAGES OR DESTRUCTION OF PROPERTY - WILL BE CHARGED AGAINST

THE PERSON RESPONSIBLE.
10. JEWELLERY - ONLY WATCHES AND WEDDING BANDS ARE PERMITTED FOR
SERVICE PERSONNEL.
11. PERFUMES, OILS, LOTIONS. ETC - HEAVY OR OFFENSIVE ODOURS ARE NOT
PERMITTED.
12. ANY UNAUTHORIZED CONSUMPTION OF FOOD OR BEVERAGE WILL BE

CHARGED TO THE INDIVIDUAL RESPONSIBLE, AT THE SELLING PRICE
OF THE ITEM OR HIGHER.

44
CARE OF UNIFORMS
Dos
1. A vest must be worn, when on duty
2. Washing schedule for uniforms is as follows:
Shirt / Blouses - Daily
Sarees / Trousers - Alternate days
Coats / Jackets - Weekly
3. Exchange uniforms only on “Clean for Dirty” basis
4. Treat your uniforms as you would, your personal belonging.
5. Maintain the sets issued with extreme care.
6. Remove the triminings (epilettes, braids and shoulder flaps) before handing over the
uniforms to the Linen Room.
7. Take good care of trimmings, placing them in plastic covers in lockers.
8. Strictly adhere to timings of uniform exchange mentioned for your area.
9. Fold / Hand the trouser after use in the lockers.
Dont’s
1. Do not expose ball point pens in pockets.
2. Do not throw uniforms in locker carelessly.
3. Do not use black plastic hangers for hanging.
4. Do not lend your uniforms to others.
5. Do not go outside wearing your uniform.
6. Do not keep eatables, shampoo etc., in pockets.
7. Do not accept damaged uniform at linen room Counter.
Make sure to set it right immediately.
8. Do not lean on painted or polished surfaces.
9. Do not carry sharp objects in the pockets leading to damage.
10. Do not neglect stains. Attend to them immediately in the Linen Room.
11. Do not brasso buttons while on coats.
12. Do not misuse uniform.
13. Do not bundle uniforms in lockers.

45
SECURITY TIPS
1. ENTER GUEST CONTACT AREAS ONLY WHEN YOU HAVE AN ASSIGNED TASK TO
DO.
2. WEAR YOUR UNIFORM NEATLY ALWAYS.
3. UNIFORM INCLUDES IDENTITY CARD ALSO.
4. WHEN YOU NEED TO ENTER A GUEST ROOM, CHECK & KNOCK THE CORRECT
GUEST ROOM NUMBER YOU DESIRE.
5. IF A WRONG GUEST ROOM NUMBER IS KNOCKED, SPEAK TO THE GUEST
ACCORDINGLY AND INFORM HOUSE KEEPING AND SECURITY IMMEDIATELY
ABOUT THE SAME.
6. QUESTON ANY STRANGER AT YOUR WORK PLACE TO ENSURE SECURITY. YOU
ARE EQUALLY RESPONSIBLE FOR SECURITY OF THE HOTEL.
7. REPORT UNUSUAL BEHAVIOUR OF ANY GUEST TO LOBBY MANAGER / SECURITY
IMMEDIATELY.
8. DO NOT DISCUSS ABOUT THE HOTEL AND GUESTS WITH OUTSIDERS & NEVER
REVEAL GUEST ROOM NUMBERS / NAMES TO ANY ONE.
9. DO NOT TALK LOUDLY INSIDE THE HOTEL PREMISES.
10. DO NOT MEDDLE WITH LIFT SWITCHES AND TELEPHONES.
11. POSSESSION OF FOREIGN CURRENCY WITHOUT A VALID PERMIT IS AN OFFENCE.
12. DECLARE EXCESS MONEY AT TIME OFFICE.
13. MAKE SURE YOUR CLOCK NUMBER IS NOTED AT THE TIME OFFICE DURING
CHECK IN AND THROUGH CHECK OUT.
14. CONSUMPTION OF ALCOHOL ON THE PREMISES IS AGAINST THE HOUSE RULES.
15. CIGARETTE SMOKING IS PERMITTED ONLY IN DESIGNATED SMOKING AREAS.
16. ITEMS GIFTED BY GUESTS WILL BE PERMITTED TO BE TAKEN OUT ONLY WITH A
VALID GATE PASS.
17. USE A HELMET WHEN YOU RIDE A TWO WHEELER.

46
The WOW Express THE
An introduction to Six Sigma 6
Six Sigma
Six Sigma is a business process improvement strategy which essentally checks that a business is doing what
its customers want, that the process employed is the most effective known and that variation is removed
from that process to provide significantly improved consistency.
First introduced back in 1986 by Motorola - who began achieving significant results just two years later -
it is not a methodology solely for manufacturing industry, far from it. It is equally applicable to any process
in any business sector - from banking to construction and much, much more.
Definition of “Six Sigma”

Literally speaking, the 18th letter in the Greek alphabet, sigma, is the symbol for standard deviation. It is a
measure of variance. The goal of Six Sigma is to reduce variation so there are no more than +/- six standard
deviations (Six Sigma) between the mean and the nearest specification limit. When a process is operating at
Six Sigma, no more than 3.4 “defects” per million opportunities nare produced.
Cultural change
The successsful introduction of Six Sigma requires adjustments to the cluture of the organisation and a
change in the mindset of its employees have to be motivated towards the introduction and development of
Six Sigma program through various reward and recognition schemes. There can also be a problem of
employees dismissing Six Sigma as the latest fad or hype. To overcome this problem there has to be early
and effective communication to all employees on the why and how of Six Sigma.
Linking Six Sigma to Customers :

The first step is based on the concept of value chains, which aims at representing the organisation as a
collection of activites. Core processes are usually chains of tasks involving various departments and functions
that deliver the products or services to the customer. Core processes are supported by a number of enabling
processes that provide vital inputs to the value-generating activities.
Therefore the companies first need to identify, define and prioritize its core business processes. The next
stage would then be to define the key outputs from the core processes and the key customers that these
outputs serve. Using this information, process maps can be produced for each of the core processes and
how they interconnect. This helps to create a better understanding of the business and its interdependencies.
Having defined the core processes, the next step is to define the customer requirements. The organisations
need to recognise the fact that the needs, demands and attitudes of customers change over time. The
organisations therefore need to prioritise projects that enhance the ability ot meet the customers’ needs. In
line with the data-driven philosophy of Six Sigma, the business needs to have a “Voice of the Customer
(VOC)” system to gather customer data. This VOC system becomes valuable only if the data is analysed
and acted upon. The insight gained from this data can then be used to establish guidelines for performance
and customer satisfaction.
The data can also be used to analyse and prioritise customer requirements and hence link these to the
company strategy.

47
Luxury Fast Forward
S.
No. Standard Description
01. Wine protocol Achieve Wine Leadership

02. Oxygene Air quality
03. Namaste (Ms) Indian Namaste Girl
04. Batons of Service To enable a seamless
Check in / Check-out
05. Communication
Accessories Connecting people
06. Sound of Music FOTH Music/
In-Room entertainment
07. Refreshing Brew Tea service standards
08 Luxury Breakfast Buffet A Great beginning to a great day.
09. Comfort dining In-room comfort dining
10. Ultimate Butlers Butler service-A cutting edge.
11. Porcelain God To create a WOW in the
Public Restrooms
12. Incredible edible and potent potables To upscale the in-room
amenities-category wise.
13. Pret a porter Uniforms
14. Lavanderia Branded Laundry delivery
15. Every Night Josephine Sleep Like a Baby
16. Luxury Toiletteries In room guest supplies
17. New York Mantra Concierge / Museum
18. Luxury Language Language-Signage
19. Islands of Luxury Lounges
20. Forever Spring Flowers
21. A touch of class Conference / Banquet stds
22. WelcomCookie Cookies
23. Welcom Fragrance Fragrance in Public Areas
24. Luxury Hours Happy hours

48
LUXURY ETIQUETTE
LOBBY :
1. Lobby is not a Thoroughfare - It cannot be used as a pathway to go from one place to another.
Please use ‘Heart of the House’ pathways for this purpose.
2. Unless you are meeting a guest - Please avoid going to the Lobby. (This doesn’t apply to Front
Desk / Concierge / CREs, Butlers, Public Area Housekeepers & Security Supervisor )
3. Any papers / documents etc. will be carried through Guest Areas only in Folder.
4. No usage of Cellphones in the Lobby is permissible except by LMs and that too in low tones.
5. Anybody who intends to go to the Lobby must ensure that their grooming is impeccable -
Uniform Crisp & Shoes will polished & Name Badges in appropriate place. (Ref: WelcomLook).
Full length Mirrors will be installed at all entry points into the Guest Areas.
6. All employees in the Lobby area must ensure that they are not seen in groups having a conversation.
Lobby is not the place for having such a conversation.
7. Nobody will be seen carrying pens in the hads while being in the Lobby as it portrays an
umprofessional appearance-Pens are to be kept in the inner Jacket pocket or in the trouser
pockets or tucked under the ‘Pallu of the Saree-whatever be the uniform.
8. Never stand with your back towards guest e.g. L.M. should stand behind the counter while
conversing with his team i.e on the same side of reception associate.
9. The tone of our conversation will be just about audible for the person we are in conversation
with and calling out across the guest area is not acceptable.
10. All Cell phones and Pagers being carried by Kakatiyans will be on the Vibration mode only.
11. Caller ID tones to have only ITC tones or regular phone tunes. No songs should be used as
Caller ID Tone.
GUEST ROOM CORRIDORS :
1. Only authorized personnel are permitted to go to Guest Room Corridors. There is no reason
why anybody else should visit the Guest Room Corridors.
2. Such authorised personnel are Housekeeping Staff / Concierge Staff / CREs / LM / Engineering
Staff (during room maintenance), Loss Prevention Staff when posted or required and IRD /
Butler Staff.)
3. Utmost care must be exercised by associates visiting Guest Room Corridors that their grooming
is impeccable - Uniform Crisp & Shoes well polished & Name Badges in appropriated place.
(Ref: WelcomLook)
4. All Cellphones and Pagers being carried by Kakatiyans will be on the Virbration mode only.
5. ‘Open Door’ Policy must be observed. Welcom Assistance, Kitchen and Computer room
should be accessed only by authorized personnel.

49
LUXURY - ETIQUETTE
6. Any trolleys that are taken on the Guest Corridor must be clean and the wheels should be
noiseless.
7. Talking amongst co-workers in the Guest Corridor is to be avoided at all times
RESTAURANTS & HEALTH CLUB :
1. All Cellphones and Pagers being carried by Kakatiyans in the restaurant will be on the Vibration
mode only.
2. Even when the restaurant is not busy - no conversations in groups in the guest areas is appreciated.
3. Utmost care must be exercised by employees working in our Restaurants that their grooming is
impeccable - Uniform Crisp & Shoes well polished & Name Badges in appropriate place.
(Ref: WelcomLook) - In addition personal hygiene is of utmost importance here-Please check
your hands for clipped fingernails and cleanliness before handling food or equipment.
GENERAL :
1. Guest elevators are only for guest use. Manager and all staff should use service elevators.
2. All offices should be neat and tidy with no extra files on floors/table /shelves.
3. No raised tones in offices, unless door is closed.
4. Only Dark suits and plain shirts and dark ties to be worn by non uniform executives.
5. The last button of the coat in single breast jackets must be kept un buttoned.
THE PHRASES WE USE AT KAKATIYA :
1. ‘Allow me’ - whenever we wish to draw guests’ attention to a service we perform for them.
2. ‘Very Well’ Whenever we wish to confirm to the guests that their instructions have been
understood.
3. ‘Certainly’ - Whenever we wish to indicate to the guest that their instructions / requests will be
complied with promptly.
4. ‘With Pleasure’ - Whenever we are performing a service that has been requested for.

50
ITC - WELCOMGROUP PLATINUM STANDARDS
1. I Commit to Know, Own and Practice the Organizational Motto

“A Wow at Every Moment of Truth”.
2. I believe that “The first 30 seconds count” and will use this opportunity to create a favorable
impression on the guests.
3. I will wear the “WelcomLook” at all times.
4. I will always offer a warm greeting and address the guest by name whenever possible.
5. I will wear a genuine smile while engaged with the guest ensuring eye contact.
6. I will escort the guest, whenever approached for directions rather than simply pointing the way.
7. For those of us who are not in guest contact it is our job to help those who are.
8. We all at ITC-Welcomgroup will practice “Getting it RIGHT” (telephone etiquette).
9. I will anticipate all guest needs and run that extra mile to ensure guest commitment.
10. I will always extend a warm good-bye and fond farewell to our guests to ensure repeat visits.
This we accomplish with pride,

dignity and integrity.

51
SAFETY
Safety is defined as Freedom from unaceptable Risk or Harm.
WHAT DOES SAFETY DO ?
Maximize the effectiveness of all resources.

Enhance the quality of product or service.
Multiples the resources.
POOR SAFETY BALANCE SHEET :
1. Loss of income / earning capability.

2. Loss of goodwill & will reputation.
3. Loss of production
4. Damage the equipment.
5. Repair & replacement cost.
6. Increased insurace premiums.
7. Consequential overtime runs legal penalties / fees compensation expenses,
industrial relations problems.
ACCIDENT :
What is an accident ?
Accident is an unplanned event which may or may not results in injury or damage to the
property.
A near miss is by definition is an accident.
TYPES OF ACCIDENT :
1. Lost time accidents

2. Reportable accidents
3. Serious accidents

52
4. Incident / Near Miss
LOST TIME ACCIDENTS :

All accidents, which results in loss of man-hours.
For example if an employee has a reason to abstain from work due to accident.
REPORTABLE ACCIDENS :
All accidents, which results in loss of man-hours for more than 3 days.
For example if an employee has a reason for abstain from work more than 3 days due
to accident.
SERIOUS ACCIDENTS :
All accidents, which results in death or serious injury.
For example if an employee suffers from serious burns broken limb, amputation, affected by a toxic gas
etc.
INCIDENT / NEAR MISS :

This can be described as an undesired event, which under slightly different circumstance, could have
resulted in an accident.
All accident must be reported to safety manager or chief engineer officer withi n could have resulted in an
accident.
All accident must be reported to safety manager or chief engineer office within
24 hours of its happenings on the
Prescribed format available at safety manager or chief engineer. office.
ACCIDENT PYRAMID
SERIOUS ACCIDENTS
REPORATABLE ACCIDENTS
LOST TIME ACCIDENTS
INCIDENTS / NEAR MISS

53
CAUSE OF ACCIDENTS
1. Unsafe work practices.
2. Breaking of safety rules.
3. Bad House Keeping.
4. Non-usage of personnel protective equipment.
FIRE
FIRE TRIANGLE :
Oxygen Fuel
Heat
Combustion takes place when exygen, source of heat and combustible material combines together and
reach to the ignition temperature.
CLASSIFICATION OF FIRE :
‘A’ Class Fire Solid Fire

‘B’ Class Fire Liquid Fire
‘C’ Class Fire Gas Fire
‘D’ Class Fire Metal Fire
METHODS OF EXTINGUISHING FIRE :
1. Starvation
2. Smothering / Blanketing.
3. Cooling
4. Interference

54
STARTVATION : The method of removing combustible material from the fire is know as Starvation.
SMOTHERNING / BLANKETING : The method of cutting of oxygen supply from the fire by blanketing
is known as smothering system. It can be done by Blanket / Foam type. Extinguisher or dry chemical power.
COOLING : The method of cooling down the temperature source of heat is known as Cooling.
INTERFERENCE: The method of breaking the chain reaction between oxygen. Combustible material
and source of heat, which will stop the chemical reaction to put out the fire.
DUTY OF PERSON DISCOVERNING FIRE :
1. Break the Glass of the nearest manual call point (Pill box)
2. Inform the Engineering department and Telephone operator by dialing 55.
3. Give your Name, Department, Exact Location and size of fire.
4. Do not panic.
5. Switch off all Fresh Air / Exhaust units’ fuel supply.
6. Do not open doors, windows of rooms, passanger or corridors to allow Fresh air.
7. Try to extinguish the fire (using the right type of extinguisher) as explained in the fire drill.
8. Help the Guest in evacuation if required.

55
ENVIRONMENT
Kakatiya’s initiatives / achievements towards “ Environmental conservation”
I. Effective waste segregations system :

Wastages from guest rooms. Restaurants, Kitchen and from other waste generating areas are colleced
in different waste bins according to the nature of the waste as following.
*Wet (Biodegradable) -Food, Flowers etc.
*Dry (Non-Biodegradable/Recyclables) Paper, wood, plastic and metals
*Dry (Non-Biodegradable, Non-Recyclables) Glass, Chinaware etc.
The final segregation take place in our garbage room.
These segregated wastes collected by a contractor on daily basis.
II. Effluent Treatment Plant (ETP) :

The wastages from guest toilets, staff locker rooms and dish washing areas are pumped in to the
Elluent Treatment Plant, where the ‘Treatment’ take place biologically, The out product is pure water which
can be effectively used for ‘Non-Drinking’ purposes.
In Kakatiya, the recycled water is used mainly in
THREE areas.
*Gardening
*Flushing
*Cooling towers
The rest of the water is given off to MCH (Water swapping program, started on 22nd March 2005)
III. Controlling the usage of plastics / polythene bags / covers.

IV. Usage of ‘CFC Free’ Refrigerators for our operations.
V. Using ‘Compact Fluorescent Lamps’ instead of highly power consuming bulbs
VI. Using ‘Wood Free Pencils ‘in the offices as well as in banquets.
VII. Usage of ‘Recycled papers’ in offices.
VIII. Installing Infra-red water taps to manimise the water wastage
IX. Planting Trees to green the environment.
X. Implementing ‘Rain Water Harvesting’
XL. ‘Awareness program’ for the staffs, public and young generations.

56
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60

A Welcomegrup Book

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ITC HOTEL THE KAKATIYA

“A Distillate of Welcomgroup’s Achievements

INDUCTION Learning Service Department

INDUCTION Learning Service Department

Languages : Telugu & Urdu

Hyderabad - Secunderabad, Visakhapatnam, Rajahmundry and the Temple Town of Tirupati.

INDUCTION Learning Service Department

INDUCTION Learning Service Department

INDUCTION Learning Service Department

INDUCTION Learning Service Department

INDUCTION Learning Service Department

INDUCTION Learning Service Department

INDUCTION Learning Service Department

INDUCTION Learning Service Department

Population : 102 Lakhs

Temperatures : Winter Max. 220 C Min. 120 C

Important Services : Police - 100

Medical Aid : Apollo Hospital

Airlines : Air India

INDUCTION Learning Service Department

THE HEAD QUARTERS

INDUCTION Learning Service Department

INDUCTION Learning Service Department

ITC SUBSIDIARY COMPANIES

ITC ASSOCIATE COMPANIES

INDUCTION Learning Service Department

Executive Directors : ...............................................................

INDUCTION Learning Service Department

INDUCTION Learning Service Department

INDUCTION Learning Service Department

Fortune Park Hotels

1. Fortune Park Landmark Ahemdabad

INDUCTION Learning Service Department

INDUCTION Learning Service Department

Divisional Chief Executive ....................................................................

Exec. Vice President - Operations ....................................................................

Sr. Exec. Vice President - Projects, ....................................................................

Vice President Growth & Development ....................................................................

Vice President - Finance ....................................................................

Vice President - Sales & Marketing ....................................................................

Vice President - ITC Prefixed Hotels ....................................................................

Vice President - WelcomHotels ....................................................................

Vice President - Ops. Support & Quality ....................................................................

Vice President - Quality Learning & Six Sigma ....................................................................

President FPHL ....................................................................

President WelcomHeritage ....................................................................

Vice President - CGR ....................................................................

Vice President - Projects ....................................................................

Vice President - R & R ....................................................................

VP Quality : Product , Development & Housekeeping ....................................................................

Divisional Financial Controller ....................................................................

Corporate Leader Quality : Food Production ....................................................................

Manager Quality : Food Hygiene ....................................................................

Corporate Leader Quality : Loss Prevention & Administation ............................................................

GM Quality : Human Resources ....................................................................

GM Quality : Welcom Environ Initiatives ....................................................................

INDUCTION Learning Service Department

THE LUXURY COLLECTION

INDUCTION Learning Service Department

SRINIVASA RESORTS LIMITED

Managing Director : ....................................................................................

INDUCTION Learning Service Department

ADDRESS : 6-3-1187, Begumpet,

TELEPHONE : 040 - 23400132