1

THE GATEWAY HOTEL

BARODA
2010 - 2011

Surajpal Singh
Uppal

B.H.M.C.O. 2nd year.

Atharva College of Hotel
Management and
Catering Operations.
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 INDEX

PAGE
SR. NO CONTENT NO

1 Acknowledgement 4

2 About Taj Group of Hotels 5

3 Introduction to Taj Lands End 43

4 Front Office 48

5 Housekeeping 80

6 Food Production 108

7 Food & Beverage Service 125

8 Conclusion 151

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 ACKNOWLEDGEMENT

Industrial training is the most significant of the three years

degree in hotel management. Covering a period of 25
weeks. It enables the student rather the trainee to
become more aware of the essentials on the industry and
gradually inculcate the much needed discipline in
him/her.

I would like to thank my Principal Ms Kashmira Shah and

my Training Co-ordinator Ms. Priyanka Bane my Learning
and Development manager Mr. Prakash Arhana and his
executive Ms. Candida D’souza for having faith in me and
providing me the opportunity to work in one of the largest
hotels in Asia i.e Taj Land’s End.

I am gradually indebted to the staff of the hotel for all the

encouragement, co-operation and untiring efforts in order
to make my training a success and learning experience.

Here, in a humble attempt I express my training

experience and knowledge.

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 ABOUT THE TAJ GROUP OF HOTELS
The Tata Group is one of the India’s oldest, largest and
most respected business conglomerates. The Group’s
businesses are spread over seven business sector.

1839-1903

JAMSETJI TATA founded the Group in mid 19th century. Today

the group is rapidly growing business based in India with
significant international operations. Revenues in 2008-09 are
estimated at $70.8 billion (around Rs. 325,334 crore), of which
64.7% is from business outside the India. The group employs
around 357000 people worldwide. The Tata name has been
respected in India for 140 years for its adherence to strong
values and business ethics. The group’s 28 publicly listed
enterprises have a combined market capitalization of some $60

5
billion, the highest among Indian business houses, and a
shareholder base of 3.5 million. Tata Steel became the sixth
largest steel maker in the world after it acquired Corus.Tata
Motors is among the top five commercial vehicle
manufacturers in the world and has recently acquired Jaguar
and Land Rover. TCS is a leading global software company;
Tata Tea is the second largest branded tea company in the
world, through its UK based subsidiary Tetley; Tata Chemicals is
the world’s second largest manufacturer of soda ash; Tata
Communication is the one of the world’s largest wholesale
voice carriers.

The Tata Group comprises of 98 operating

companies in SEVEN business sectors:

1. SERVICES
2. INFORMATION SYSTEM & COMMUNICATION
3. ENGINEERING
4. MATERIALS
5. CONSUMER PRODUCTS
6. ENERGY
7. CHEMICALS.

The Group’s stable of brands and services includes TATA Indica,

TATA Safari, Titan, Tanishq, Taj Hotels, Tetley, TATA Salt,
Westside and TATA Communications (VSNL). The Group has
always believed in giving back more to society than what it has
received. Thus, nearly 66% of equity capital of TATA Sons is
held by philanthropic trusts, which have created a host of
national institutions in natural science, medical care, energy
and the arts.

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The TATA family of companies
shares a set of five core values:
Integrity, Understanding,
Excellence, Unity and
Responsibility.

1903: India’s first Luxury Hotel

1907: India’s first Integrated Steel Plant.

1932: India’s first Commercial Air Service.

1941: India’s first Cancer Hospital.

1948: India’s first International Commercial

Flight.

1968: India’s first Software Service Company.

1998: India’s first Indigenous Car

2008: World’s Lowest-cost Car.

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What will the next be?

TATA Titans

JamsetjiNusserwanji JehangirRatanjiDadabhoy Ratan N Tata

Tata Tata

Born in Parsee priest’s Born in Paris on July 29th Born on December 28,
family on 3rd march 1904 (popularly known as 1937 in Mumbai.
1839, Navsari in Mr. J.R.D TATA)
Gujarat.

He was the first child Spent one year mandatory Is an alumnus of

and the only son of period in the French Army. Cathedral and John
Nusserwanji TATA Connon School,
Mumbai.

Graduated from Surrendered his French Holds a degree in

Elphinstone college, citizenship in 1929. Architecture and
Mumbai. Structural Engineering
from Cornell
university. Also
completed an
Advanced
Management Program
from Harvard
University.

Married to Heerabai, One of the first Indian to Had an offer from IBM
at the age of 20. Had be granted a commercial but turned down on
two sons- Dorabji and pilot’s license. JRD Tata’s advise
Ratanji.

Named his first Established Tata Aviation Joined the TATA group
enterprise as Empress ion 1932, the forerunners in 1962. Became
Mislls in Nagpur. to Air-India. Chairman of TATA

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 industries in 1981.

Spent 300,00 pounds Received the Padma Took over

to open the first Vibhushan in 1957. Chairmanship of the
Luxury hotel, The Taj TATA Sons Limited in
Mahal in Mumbai. 1991 from JRD.

Was awarded the Bharat Named “Asian

Ratna in 19992. Also Businessman of the
received the United Year” in 2005 by
Nations Population Award Forbes magazine
the same year.

Died in Geneva on Received the Padma

November 29, 1993. Bhushan in 2000 and
Padma Vibhushan in
2008.

The TATA Board

Mr. RATAN TATA

Chairman
Mr .IshantHussain Finance Director
Mr. R. Gopalkrishnan Executive Director
Mr. Arunkumar Gandhi Director TATA Sons
Mr. Jamshed J Irani Chairman TATA
Teleservices
Mr. Farookh K Kavarana Chairman TATA AIG
Mr. R.K. Krishna Kumar Vice Chairman IHCL
Mr. Noshir A Soonawala Vice Chairman
Cyrus PallonjiMistry Director TATA Sons and
TATA Elxsi

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Management structure

There are two decision-making bodies that define and

direct the business endeavors of the TATA Group.
These are called the Group Executive Office and the
Group Corporate Center.

Group Executive Office

The Group Executive Office (GEO) defines and reviews

the business activities of the TATA Group and is
involved in implementing programs on corporate
governance, human resourses, the environment, etc.
the chief objectivfe of the GEO is to make the TATA
Group more synergistic; it does this by strengthening
the relationship between the group and its companies.

The GEO creates a shared understanding of a TATA

company’s current activities, its strength and its
weekness. It then addresses the most strategic issues
facing the company. Apart from this, GEO has reviewed
the Group’s business portfolio and clustered companies
into seven business sectors. The GEO assesses what
unique value a company adds to a particular business

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sector and, conversely, what unique value the Group
can bring to that company.

Besides Group chairman Ratan Tata, the GEO

comprises IshaatHussain, Arunkumar Gandhi,
KishorChaukar and R. Gopalakrishnan.

Group Corporate Center.

The mandate of the Group Corporate Center (GCC) is to
guide the future strategy and direction of the TATA
Group and to work in close coordination with the Group
Executive Office. The GCC comprises Ratan Tata, N.A.
Soonawala, J.J. Irani, R.K. Krishna kumar,
R.Gopalakrishnan, IshaatHussain, KishorChaukar and
Arun Gandhi.

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 HISTORY

TAJ HOTELS RESORTS AND

PALACES

The Indian Hotels Company Limited (IHCL) and its

subsidiaries are collectively known as Taj Hotels
Resorts and Palaces and isrecognized as one of Asia's
largest and finest hotel company. Incorporated by the
founder of the Tata Group, Mr. Jamsetji N. Tata, the
company opened its first property, The Taj Mahal
Palace Hotel, Bombay in 1903. The Taj, a symbol of
Indian hospitality, completed its centenary year in
2003.

Taj Hotels Resorts and Palaces comprises 66 hotels in

42 locations across India with an additional 16
international hotels in the Maldives, Malaysia, Australia,
UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.

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Spanning the length and breadth of the country,
gracing important industrial towns and cities, beaches,
hill stations, historical and pilgrim centers and wildlife
destinations, each Taj hotel offers the luxury of service,
the apogee of Indian hospitality, vantage locations,
modern amenities and business facilities.

IHCL operate in the luxury,

premium, mid-market and value
segments of the market through
the following:

Taj (luxury full-service hotels, resorts and

palaces) is our flagship brand for the world’s most
discerning travelers seeking authentic experiences
given that luxury is a way of life to which they are
accustomed. Spanning world-renowned landmarks,
modern business hotels, idyllic beach resorts, authentic
Rajput palaces and rustic safari lodges, each Taj hotel
reinterprets the tradition of hospitality in a refreshingly
modern way to create unique experiences and lifelong
memories.

Taj also encompasses a unique set of iconic properties

rooted in history and tradition that deliver truly
unforgettable experiences. A collection of outstanding
properties with strong heritage as hotels or palaces

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which offer something more than great physical
product and exceptional service. This group is defined
by the emotional and unique equity of its iconic
properties that are authentic, non- replicable with great
potential to create memories and stories.

Taj Exotica is our resort and spa brand found in the

most exotic and relaxing locales of the world. The
properties are defined by the privacy and intimacy they
provide. The hotels are clearly differentiated by their
product philosophy and service design. They are
centered around high end accommodation, intimacy
and an environment that allows its guest unrivalled
comfort and privacy. They are defined by a sensibility
of intimate design and by their varied and eclectic
culinary experiences, impeccable service and authentic
Indian Spa sanctuaries.

Taj Safaris are wildlife lodges that allow travelers to

experience the unparalleled beauty of the Indian jungle
amidst luxurious surroundings. They offer India’s first
and only wildlife luxury lodge circuit. Taj Safaris provide
guests with the ultimate, interpretive, wild life
experience based on a proven sustainable ecotourism
model.

Upper Upscale Hotels (full-service hotels and

resorts) provide a new generation of travelers a
contemporary and creative hospitality experience that

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matches their work-hard play-hard lifestyles. Stylish
interiors, innovative cuisine, hip bars, and a focus on
technology set these properties apart.

The Gateway Hotel (upscale/mid-market full

service hotels and resorts) is a pan-India network of
hotels and resorts that offers business and leisure
travelers a hotel designed, keeping the modern nomad
in mind. At the Gateway Hotel, we believe in keeping
things simple. This is why,our hotels are divided into 7
simple zones- Stay, Hangout, Meet, Work, Workout,
Unwind and Explore.

As travel often means more hassle than harmony, more

stress than satisfaction, modern travelers are looking
for smarter choices. Driven by our passion for
perfection, we welcome our customers to a refreshingly
enjoyable and hassle-free experience, anytime,
everywhere. Offering the highest consistency in quality,
service and style we set new standards and take the
unwanted surprises out of traveling. Our warm
welcomes make our guests feel at home, away from
home and our crisp and courteous service empowers
them to get more done with greater effectiveness and
control. And through our unrivalled network we provide
service that is effortless, simple, never overwhelming,
always warm.

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Ginger (economy hotels) is IHCL’s revolutionary
concept in hospitality for the value segment.
Intelligently designed facilities, consistency and
affordability are hallmarks of this brand targeted at
travelers who value simplicity and self-service.

Taj Hotels Resorts and Palaces is committed to

replicate its domestic success onto international shores
with plans to build an international network of luxury
hotels, which will provide an exemplary product-service
combination and in the process create a global brand.
The current international portfolio includes luxury
resorts in the Indian Ocean, business and resort
destinations in the Middle East and Africa, serviced
apartments in the UK, the first hotel in Australia and
three a top-end luxury hotels in the US.

Throughout the Company’s expansion, its mandate has

been twofold: to infuse a sense of Indian heritage and
culture within each diverse property, while also
anticipating the needs and desires of the sophisticated
traveller. Over the years, the Taj has won international
acclaim for its quality hotels and its excellence in
business facilities, services, cuisine and interiors.

The Taj strengthened its presence in the Indian Ocean

rim with the Exotica Brand. The Taj Exotica was evolved
as part of Taj Hotels Resorts and Palaces intent to
position it as a brand that is clearly differentiated by its

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product philosophy and service design. The Taj Exotica
Resort and Spa, in Maldives is centered on high-end
accommodation, intimacy and an environment that
allows its guest’s unrivalled comfort and privacy.

Taj Hotels further expanded its global footprint by

securing management contracts at Palm Island,
Jumeirah in Dubai, Saraya Islands in Ras Al Khaimah,
Aldar Group in Abu Dhabi, UAE Langkawi in Malaysia
and Thimpu in Bhutan. The most significant additions to
the portfolio have been The Pierre, the iconic landmark
hotel on New York's Fifth Avenue, Taj Boston and Blue,
Sydney.

The presence of Taj Hotels Resorts and Palaces

internationally has been developed through a network
of Taj regional sales and PR offices in the United
Kingdom, France, Germany, Italy, Dubai, Singapore,
Australia, Japan, Russia and the United States of
America.

At the Taj Hotels Resorts and Palaces luxurious living

and fine dining find common ground. Whether it is
introducing exotic world cuisines to India or taking
authentic Indian fare to the world, the Taj Hotels
Resorts and Palaces is renowned for the eclectic
culinary experiences it brings to its guests. Through a
vast repertoire of award-winning restaurants, legendary
recipes from royal kitchens and celebrated food

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festivals, the Taj has pioneered innovation in fine dining
across the world.

Taj Hotels also promise a whole new experience of

tranquility and total ‘wellness’, through Jiva Spas a
unique concept, which brings together the wisdom and
heritage of the Asian and Indian Philosophy of Wellness
and Well-being. Rooted in ancient Indian healing
knowledge, Jiva Spas derive inspiration and spirit from
the holistic concept of living. There is a rich basket of
fresh and unique experiences under the Jiva Spa
umbrella of offering, Yoga and Meditation, mastered
and disseminated by accomplished practitioners,
authentic Ayurveda, and unique Taj signature
treatments. Royal traditions of wellness in service
experiences, holistic treatments involving body
therapies, enlivening and meaningful rituals and
ceremonies and unique natural products blended by
hand, come together to offer a truly calming
experience.

IHCL operates Taj Air, a luxury private jet operation

with state-of-the-art Falcon 2000 aircrafts designed by
Dassault Aviation, France; and Taj Yachts, two 3-
bedroom luxury yachts which can be used by guests in
Mumbai and Kochi, in Kerala.

IHCL also operates Taj Sats Air Catering Ltd., the

largest airline catering service in South Asia, as a joint

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venture with Singapore Airport Terminal Services, a
subsidiary of Singapore Airlines.

Additionally, it operates the Indian Institute of Hotel

Management, Aurangabad since 1993. The institute
offers a three-year diploma, designed with the help of
international faculty and has affiliations with several
American and European programmes.

CORPORATE SUSTAINABILITY AND

SOCIAL RESPONSBILITY

As a part of Tatas; India’s premier business house; we;

at Taj Hotels, have always believed in society and
environment being integral stakeholders in our
business along with our shareholders, customers,

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vendors and others. Over the last decade, the
movement towards ecologically sound tourism has
gained urgency and importance across the globe and
we recognize that responsible practices in vogue are as
diverse as the geographies.

We promote corporate citizenship through our strategic

public-private partnerships which encourage building
livelihoods of less-advantaged youth and women. The
causes we promote include reducing malnutrition,
promoting indigenous artisans and craftsmen and
enhancing employability of identified target groups by
sharing our core competencies as a leading hospitality
company. We encourage training and development of
differently abled youth.

We at Taj have the unique scope and opportunity to

develop raw potential into a skilled workforce that is
immediately employable by various players in the
industry. A majority of our community projects are
focused around extending our key strengths in food
production, kitchen management, housekeeping,
customer service and spas to promote economic
empowerment of candidates from vulnerable socio-
economic backgrounds. We are fully committed to the
cause of building a sustainable environment by
reducing the impact of our daily operations on the
environment and improving operational efficiencies,
resource conservation, reuse and recycling of key
resources.

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Our seventh Corporate Sustainability Report was
submitted to the United Nations Global Compact
society in August, 2009. The United Nations Global
Compact is a strategic policy initiative for businesses
that are committed to aligning their operations and
strategies with ten universally accepted principles in
the areas of human rights, labor, safety & security,
environment and anti-corruption. This Corporate
Sustainability report also serves as our GRI (Global
Reporting Initiative) as well as Triple Bottom Line
report. The report focuses on identified priorities at
IHCL and responds to key stakeholder needs. We plan
to continue and further strengthen our commitment to
the environment and societies in which we operate.

Introduction and Overview

The Company was incorporated in 1902 and it opened

its first hotel, The Taj Mahal Palace & Tower, Mumbai, in
1903. The Company then undertook major expansion of
The Taj Mahal Palace & Tower, Mumbai by constructing

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an adjacent tower block and increasing the number of
rooms from 225 to 565 rooms. With the completion of
its initial public offering in the early 1970s, the
Company began a long term programme of geographic
expansion and development of new tourist destinations
in India which led to its emergence as a leading hotel
chain in India. From the 1970s to the present day, the
Taj Group has played an important role in launching
several of India's key tourist destinations, working in
close association with the Indian Government. The Taj
Group has a philosophy of service excellence which
entails providing consistently high levels of
personalized service and innovative means of
improving service quality.

The Taj Group has been active in converting former

royal palaces in India into world class luxury hotels
such as the Taj Lake Palace in Udaipur, the Rambagh
Palace in Jaipur and UmaidBhawan Palace in Jodhpur. In
1974, the Taj Group opened India's first international
five star deluxe beach resort, the Vivanta by Taj - Fort
Aguada, Goa. The Taj Group also began its business in
metropolitan hotels in the 1970s, opening the five-star
deluxe hotel Taj Coromandel in Chennai in 1974,
acquiring an equity interest and operating contract for
the Vivanta by Taj - President, a business hotel in
Mumbai, in 1977, and opening the Taj Mahal Hotel in
Delhi in 1978.

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In 1980, the Taj Group took its first step internationally
by opening its first hotel outside India, the Taj Sheba
Hotel in Sana'a, Yemen and in the late 1980s, acquired
interests in the Crown Plaza, London, St. James Court,
London and 51 Buckingham Gate Luxury Suites and
Apartments in London.

In 1984, the Taj Group acquired under a license

agreement each of The Taj West End, Bangalore,
Vivanta by Taj - Connemara, Chennai and Savoy Hotel,
Ooty, with which the Taj Group made its foray into
Bangalore.

With the opening of the five star deluxe hotel Taj

Bengal in Kolkata in 1989; the Taj Group became the
only hotel chain with a presence in the five major
metropolitan cities of Mumbai, Delhi, Kolkatta,
Bangalore and Chennai. Concurrently with the
expansion of its luxury hotel chain in the major
metropolitan cities, the Taj Group also expanded its
business hotels division in the major metropolitan and
large secondary cities in India.

During the 1990s, the Taj Group continued to expand

its geographic and market coverage in India. It
developed specialized operations (such as wildlife
lodges) and consolidated its position in established
markets through the upgrading of existing properties
and development of new properties. Taj Kerala Hotels &

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Resorts Limited was set up in the early 1990s along
with the Kerala Tourism Development Corporation. In
1998 the Taj Group opened the Vivanta by Taj - Bentota
which strengthened the Taj Group's market position in
Sri Lanka. In 2000, the launch of the 56 acre Taj
Exotica, Goa and the Vivanta by Taj - HariMahal,
Jodhpur were completed.

In 2000, the Taj Group entered into a partnership with

the GVK Reddy Group to set up Taj GVK Hotels and
Resorts Limited and thereby obtained a prominent
position in the market in the southern business city of
Hyderabad, holding three hotels and a major share of
the market. In 2001, the Taj Group took on the
management contract of Taj Palace Hotel, Dubai, and
has established itself as an up-market hotel in the
Middle East region. The Taj Exotica Resort & Spa,
Maldives launched the Taj Group into the premium
luxury hotel market and since its opening in July 2002,
has won several international awards. The Taj Group
also obtained licenses to manage and operate two
leisure hotels; the Rawal-Kot, Jaisalmer and UshaKiran
Palace, Gwalior in October 2002.

In September 2002, the Taj Group acquired an equity

interest in the former Regent Hotel in Bandra which
gave the Taj Group access to the midtown and North
Mumbai market. The hotel has since been renamed as
the Taj Lands End, Mumbai.

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In 2003, the Company celebrated the centenary of the
opening of its Flagship hotel, the Taj Mahal Palace &
Tower, Mumbai.

In 2004 the Taj Group opened Wellington Mews, its first

luxury serviced apartment in Mumbai. In the same
year, the Taj Group also launched the first of its "value-
for-money" hotels in Bangalore branded 'Ginger', which
division has 11 hotels in various locations in India and is
owned through its wholly owned subsidiary.

In 2005 the Company acquired on lease The Pierre, a

renowned hotel in New York City, to enter the luxury
end of the developed hotel markets internationally. The
Company entered into a management contract for Taj
Exotica in Palm Island Jumeirah in Dubai to expand its
existing presence in the United Arab Emirates.

The Company enhanced its position as an operator of

converted palaces by entering into a management
contract for UmaidBhawan Palace, Jodhpur in the
princely state of Rajasthan in India. The Company,
through a subsidiary, acquired the erstwhile ‘W’ hotel in
Sydney, Australia in February 2006 and renamed it as
‘Blue, Woolloomooloo Bay’. To expand its presence in
the US market, the Company acquired in early 2007
Ritz Carlton in Boston and Taj Campton Place in San
Francisco.

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Hotels operated by the Taj Group internationally are
located in US, Australia, Dubai, Maldives, Malaysia, Sri
Lanka, the United Kingdom, Yemen and Zambia.

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 MANAGEMENT

Mr. Ratan N Mr. R. Krishna Mr. Raymond

Tata Kumar Bickson

Chairma Vice chairman Managing

Director &
CEO

Mr. Anil P. Mr. Mr. Ajoy K. Mr. Rajiv

Goel AbhijitMukerji Misra Gujral

Executive Executive Sr. Vice Chief

Director - Director - Hotel President Operating
Finance Operations Officer &
Sales &
Marketing Sr. Vice
President

Mergers,
Acquisitions &
Development

Mr. Prakash Mr. H.N. Mr. Kanak Mr.

V. Shukla Shrinivas Kothari PrabhatPani

Sr. Vice Sr. Vice Vice President Chief

President President - Executive
Projects
Technology & Human Officer
Resources
Chief Roots
Information Corporation

27
Officer Limited

Mr. Veer Vijay Ms. JyotiNarang Mr. P. K.

Singh Mohankumar
Chief
Chief Operating Chief
Operating Officer - Luxury Operating
Officer - Division Officer
Upper
Taj Hotels Gateway
Upscale
Resorts and Brand
Hotels
Palaces

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Mr. Raymond Bickson
Managing Director & Chief Executive
Officer

Raymond Bickson’s experience in hospitality

spans thirty years and four continents. In
January 2003, Mr. Bickson moved to India and
joined the Board as Executive Director & Chief
Operating Officer of Taj Luxury Hotels, overseeing the
operations of all luxury properties and playing a key role in the
global expansion and development of future hotels. He
assumed the role as Managing Director & Chief Executive
Officer of The Indian Hotels Company Limited in July 2003.

Mr. Bickson brings extensive international hotel experience to

the Taj Group in operations and management. He most
recently served fifteen years as the Vice President & General
Manager of The Mark in New York for The Rafael Group
Hoteliers Monaco and with the Mandarin Oriental Hotel Group.
His career includes a variety of management assignments for
over ten years with Regent International Hotels in New York,
Chicago, Dallas, Puerto Rico, Melbourne and Shanghai, as well
as training at some of the world’s most renowned hotels as the
Hotel Plaza Athenee Paris, Le Montreux Palace Switzerland
and the Kahala Hilton Hawaii.

An American national, Mr. Bickson attended the ÉcoleHôtelière

Lausanne in Switzerland and Advanced Management
29
Programme at Harvard Business School. He was voted one of
the Top 10 Best Hotel Managers by Leaders Magazine from
1997-2002. Mr. Bickson is a Member of the World Travel &
Tourism Council (WTTC), International Business Leaders
Forum (IBLF) and is an advisory board member of The Leading
Hotels of The World (LHW), Cornell Hotel School Centre for
Hospitality Research and EcoleHoteliere de Lausanne in
Switzerland.

Mr. Anil P. Goel

Executive Director – Finance

Anil Goel is charged with the task of overseeing the Taj Group’s
Finance, Mergers and Acquisitions, Purchase and Legal &
Secretarial functions. With over 28 years of experience in the
Tata Group in various financial roles, including Chief Financial
Officer of Tata Tea, he brings a unique understanding of fiscal
responsibility to Taj. Anil is also a Non-Executive Director in Taj
GVK Limited, amongst others.

Mr. AbhijitMukerji
Executive Director - Hotel Operations
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AbhijitMukerji oversees hotel operations of the Taj Hotels
Resorts and Palaces which includes Taj Luxury Hotels – India
and International, Taj Business Hotels, Taj Leisure Hotels, Taj
Spas, Taj Trade and Transport and Inditravels.

A career hotelier, Mr. Mukerji’s experience spans 22 years and

four continents. He has spent almost 10 years as a General
Manager and run several hotels that have won international
acclaim under his stewardship. His last assignment was as
Chief Operating Officer – Taj Luxury Hotels, India.

Mr. Mukerji is an alumnus of Cornell (ESSEC) and Harvard

Business School (GMP), and has a flair for European
languages.

Mr. Ajoy K. Misra

Sr. Vice President, Sales and
Marketing
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In his 28 years with the Taj Group, AjoyMisra has worked in
various capacities, from sales and marketing to operations.
Ajoy joined the Taj in 1980 in the Corporate Sales and
Marketing Department through the Tata Administrative
Services. He served as General Manager of the Taj President
in Mumbai and Area Director in the Sri Lanka and Maldives
regions. Today, Ajoy represents Taj in industry organizations
such as the World Travel and Tourism Council, India Initiative
(WTTC II), World Tourism Organisation (WTO), Hotel
Association of India (HAI), Bombay Chamber of Commerce and
Industry, and the Confederation of Indian Industry (CII).

AjoyMisra holds a degree in Civil Engineering and an MBA from

Delhi University.

Mr. Prakash V. Shukla

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Sr. Vice President, Technology and
Chief Information Officer

With over 20 years experience in the information technology

industry, PrakashShukla brings valuable expertise to the
expanding network of Taj Hotels. He is currently responsible for
total IT deployments at the Taj Group and is on MD’s
management committee. With a background in some of the
industry’s most venerable corporations—Unisys / Sperry and
IBM—Prakash has provided IT solutions for numerous clients:
Morgan Stanley, Goldman Sachs, Citigroup, and Solomon
Smith Barney.

An American national, Mr. Shukla is a graduate of Rutgers

University with degrees in Electrical Engineering and English,
and New York Polytechnic University with a Master's degree in
Computer Science. Mr. Shukla attended the Advanced
Management Program at Harvard Business School.

Mr. H.N. Shrinivas

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Sr. Vice President - Human
Resources

Mr. Shrinivas has over 30 years of experience in the field of

Human Resources. He holds a Masters Degree in Social Work
from the National Institute of Social Sciences, Bangalore, and a
Masters in Industrial Law from Bangalore University.
Mr. Shrinivas has also done an Advance Management
Programme - Cornell University, HRD facilitator's programme
on Change Management at National Training Laboratory,
Washington D.C., U.S.A, and has trained in Kaizen, JIT, Lean
Management at Kaizen Institute, Tokyo, Japan.

Mr. Shrinivas has worked for 18 years with the Taj in Human
Resources, Learning & Development and Business Excellence
functions. After leaving the Taj in 2002, he headed the HR
function in BPL and subsequently Tata Tea. His last
assignment before joining us was with Hewlett Packard Global
Delivery India Centre as Director, Human Resources.

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Mr. Kanak Kothari
Vice President, Projects

Mr. Kanak Kothari is an Engineering Graduate with over 26

years of experience in the field of Engineering, Design and
Project Management. He is a Fellow of the Institution of
Engineers, Chartered Engineers and practicing Project
Management professional.

He began his career as a Project Engineer in Union Carbide-

India and later worked for more than 20 years on various
assignments in different countries for the design, construction
and project management of hotels, hospitals and luxury
residences specializing in high rise structures.

He also worked in the field of Scientific Research on condition

monitoring of rotating equipments and improving practices of
predictive maintenance.
He joined Taj in Oct 2009 as Vice President - Projects.

35
Mr. Veer Vijay Singh
Chief Operating Officer - Upper
Upscale Hotels

As the Chief Operating Officer of the Taj Group-Upper Upscale

Hotels, Veer Vijay Singh is responsible for the Operations and
Overall Performance of 36 hotels in 26 locations spread across
seven (7) countries.

In a career span of 33 years with the Taj, he has had a wide

experience in Food & Beverage Operations and has been a
General Manager for over 17 years at Taj Hotels in Hyderabad,
Calcutta & Sri Lanka. Prior to this assignment Veer Vijay was
the Director Operations of TAJGVK hotels & Resorts Pvt. Ltd
and General Manager of Taj Krishna. During his tenure he has
been responsible for the growth & expansion of TAJGVK Hotels
in Chandigarh, Chennai & Hyderabad.

36
He has graduated from IHMCT&N, New Delhi and he had the
opportunity of further honing his skills by attending training
programmes conducted by CORNELL/N.U.S- Singapore,
INSEAD & Harvard. Veer Vijay has played a stellar role in
promoting tourism in the State of Andhra Pradesh as he has
been the President of Hotels & Restaurants Association of A.P
for 6 terms and has been Director with A.P.Tourism
Development Corporation, Institute of Hotel Management,
National Institute of Tourism and Hospitality Management,
Convener for Tourism Promotion in CII - AP Chapter, Vice
President - SIHRA & Executive Committee member of FHRAI.

His values, passion & loyalty towards his work and his Forte of
building relationships, makes him who he is today.

Ms. JyotiNarang
Chief Operating Officer - Luxury
Division
Taj Hotels Resorts and Palaces

37
JyotiNarang began her career with the Taj group in 1982 and
has since handled a variety of portfolios across the chain, from
sales and marketing to operations. She is currently the Chief
Operating Officer of the Luxury Division of Taj Hotels Resorts
and Palaces and is in charge of the overall performance and
expansion of the division.

Jyoti started off as a sales executive (in Sales) with Taj Hotels
in Delhi and was part of the launch of Taj Palace, New Delhi. In
1996, she took charge of marketing for the entire Taj Group of
Hotels before moving into operations in 2003. Seeing an
opportunity in business tourism on the back of a growing
economy, Jyoti developed the concept of 'Urban Revival' for the
new age Business Hotels for Taj. She served as the Chief
Operating Officer of Taj Business Hotels for India and abroad in
2003. She then moved on to manage the operations of Taj
Leisure Hotels in 2006. As the Chief Operating officer of this
division, she was instrumental in pioneering the launch of Taj
Safaris a unique concept which offers adventure enthusiasts a
distinctive, interpretive wildlife experience.

38
In 2008, Jyoti was appointed as the Chief Operating Officer of
The Gateway Hotels, the new upscale brand of the Taj, and
was actively involved in developing the concept and launching
the brand with an aim to be present in all economic and
commercial hubs in India. The brand is a first of its kind and
was created to cater to the needs of the modern contemporary
traveller.

Jyoti obtained her B.A. in Economics from Lady Shri Ram

College, New Delhi and went on to complete her M.B.A in
Finance from the Faculty of Management in Delhi. Over the
years, she has attended various marketing and management
programmes from reputed institutes like the Wharton School of
Management and the International Institute for Management
Development in Lausanne, Switzerland.

Jyoti has always worked at maintaining the company's strong

identification with India, even as it enhances itself as a global
brand. Jyoti was named as the most powerful woman in the
travel industry worldwide by Travel Agent, a leading US
national newsweekly magazine of the travel industry. She was
selected for her influence and contribution to the travel industry
and is the only Indian to be named in the prestigious list.

39
Mr. P.K.Mohankumar
Chief Operating Officer, Gateway
Brand

Mr. P. K. Mohankumar has over 35 years of experience in hotel

operations with the Taj Hotels, Resorts and Palaces. His career
commenced with the flagship hotel – Taj Mahal Palace and
Towers, Mumbai. To add to his extensive portfolio, ranging
from green field launches, turn around assignments and
international postings in USA and South Asia is his extensive
training and exposure in luxury, upper upscale and mid market

40
hotels in Europe and Far East. Has enriched his acumen in the
management and leadership of the hospitality sphere holding
key positions as Area Director and General Manager of luxury,
business and leisure hotels which have won several accolades
for excellence.

Mr.Mohankumar is an alumnus of Institute of Hotel

Management, Mumbai and has participated in several senior
leadership workshops conducted by Harvard Business School,
Michigan University, USA, Cornell University, Singapore and
IIM, Ahmedabad. In the last Twenty years as General Manager,
he has won numerous accolades and his key accomplishments
are chairing as a Vice Chancellor –Baillage de Bangalore,
Chaine des Rotisseurs, Chairman for the Tourism Task force-
Bangalore Chambers of Commerce & Industries, Excom
Member of SHIRA, and Executive Member & Chairman of
Tourism & Hospitality Sub committee – FICCI Karnataka State
Council.

Currently, he is the Chief Operating Officer of the Gateway

brand of the Taj Hotels Resorts and Palaces, and is
responsible for the operations and performance of 19
properties in India.

Mr. Rajiv Gujral

Chief Operating Officer & Sr. Vice President
Mergers, Acquisitions & Development

41
Rajiv Gujral is heading Merger, Acquisitions and Development
for the Group. In the 33 years with the Group Mr. Gujral has
held various positions in the company from Sales and
Marketing, heading operations and development for Eastern
Region and International Division. Mr. Gujral has served on the
Board of International Hotel and Restaurant Association
(IH&RA), currently a member of the Chain Council, President of
Federation of Hotel and Restaurant Association of India
(FHRAI), apart from being the Chairman of West Bengal
Tourism Development Corporation and Chairman Tourism Sub-
Committee of the Associate Chamber of Commerce and
Industry (ASOCHAM).

He has been responsible for creating Taj Asia Ltd., and for
bringing in CC Africa to develop Wildlife Safaris in India with Taj
Group. Mr. Gujral is on the board of Taj International Hotels
(Hongkong) and Oriental Hotels (Hongkong).

Mr. Gujral has been appointed the Chairman of the All India
Board of Hotel Management and Catering Technology by the

42
Union Ministry of Human Resources for a period of 3 years
from 1st September 2006. He is also a member of the World
Presidents Organisation (WPO).

Mr. Rajiv Gujral graduated in Business Management, majoring

in Marketing from Banares University (BHU).

Mr. PrabhatPani
Chief Executive Officer Roots Corporation Limited

As CEO of the wholly-owned subsidiary of The Indian Hotels

Company Limited, PrabhatPani manages the operations of
Ginger Hotels and is responsible for their growth across India.

Before joining the Taj Group, PrabhatPani served as Chief

Operating Officer in Tata Telesevices Limited. He has
extensive experience across wide geographies in India in
handling portfolios of Sales, Marketing and Operations in large
companies engaged in the FMCG and Telecom space.

He has been actively associated with Confederation of Indian

Industry (CII), and has been a member of the Southern
Regional Council the last three years, while co-chairing the
Sub-Committee on Corporate Social Responsibility.

43
PrabhatPani holds a degree in Engineering from Birla Institute
of Technology & Science, Pilani, and Post-Graduate Diploma in
Management from IIM, Ahmedabad.

INTRODUCTION TO THE GATEWAY

HOTEL

Dramatically poised against the warm, radiant waters of

the Arabian Sea, Taj Lands End is the chic, urbane hotel
to check into for an unforgettable experience of the
myriad hues and flavours of Mumbai – the high octane
commercial capital of Mumbai .

While the 18 storey hotel is located in the heart if

Mumbai,to its pristine surroundings lend it an ait of
tranquillity and make it the ideal retreat after a long day
spent at the nearby business district, shopping
boulevards, or zesty restaurants and clubs.

Exquisitely designed with warm, muted furnishings,

wood panelling and stunning embellishments, each guest

44
room, Taj Club room and suite at Taj lands end offer
breathtaking vistas of the city and sea along with a
remarkable view of the Bandra-Worli Sea Link. Moreover,
the glamorous hotel’s ideal location, generous smattering
of stylish in-house restaurants and legendary services
make it the preferred choice of visiting celebrities, artists,
business heads and discerning travellers from different
corners of the world.

HOTEL INFORMATION :

Address: Banstand, Bandra(west), Mumbai – 4000 50.

India

Tel No : 022-66681234

Facsimile : 022-66994488

Website : www.tajhotels.com

Check-in/Check-out Time : 12 Noon.

Location : The hotel is located in the North of Mumbai. It

is 12kms (30 minutes) from the domestic airport and 45
minutes from the International airport. Situated admist 6
acres of landscaped greenery, Taj Lands End offers
45
convenience amidst a gentle ambiance. The comforts
and facilities of all the 493 guestrooms and suites are
splendid.
THE HOD’S OF TAJ LANDS END
Mr. Gaurav Pokhariyal
(General Manager)
Mr. Paramveer Singh
(Accomadations Manager)
Mr. Manu Sharma
(Director of Sales)
Ms. Meena Bhatnagar
(Executive Housekeeper)
Mr. Ranju Singh
(Food and Beverage Manager)
Mr. Samir Bharadwaj
(Business Excellence Manager)
Mr. Anirudh Roy
(Executive Chef)
Mr. Arnob GonChoudhory
(Laundry Manager)
Mr. Madhav Shiledar
(Manager – Guest Communications)
Mr. Manish Gupta
(Resident Manager)
Mr. Prashant Potkar
(Security Manager)
Mr. Pankaj Gupta
(Financial Controller)
Mr. Hemant Shinde
(Human Resource Manager)
Mr. Prakash Aranha
(Learning & Developement Manager)
Mr. Ghanshyam Tripathi
(Chief Engineer)
Mr. S. Balasubramanian
(Materials Manager)
Mr. Stan Pereira
(Manager – Information System)
Dr. Vinod Balakrishnan
(Health Club Manager)
46
 THE VISION OF TAJ

Embrace Talent and harness Expertise to Leverage

standards of Excellence in the Art of Hospitality to grow
our International Presence, increase Domestic
Dominance and Create Value for all Stakeholders.

THE CORE VALUES OF TAJ

• People – Diversity, Integrity & Respect

• Passion for Excellence
• Exceed Expectations
• Innovation
• Sense of Urgency & Accountability
• Social Responsibility
• Joy at Work

5 SUCCESS FACTORS
47
 • Exceed Customer Expectations
• Create Differentiation
• Achieve Operational Excellence
• Enhance Relationships
• Leverage Collective Strenghts

TRAINING SCHEDULE
SR. DEPARTMENT SECTION FROM TO
NO
1 Food & Beverage Banquets 10-05-10 02-06-10
Service
2 Front Office 03-06-10 06-06-10
3 Food & Beverage Vista 07-06-10 27-06-10
Service
4 Learning & 28-06-10 04-07-10
Development
5 Main Kitchen 05-07-10 18-07-10
6 Vista Kitchen Pantry 19-07-10 01-08-10
7 Food & Beverage IRD 02-08-10 08-08-10
Service
8 Food & Beverage Buters 09-08-10 11-08-10
Service
9 Learning & 12-08-10 15-08-
Development 10

10 Food & Beverage Butlers 16-08-10 22-08-10

Service
11 Housekeeping Uniform 23-08-10 05-09-10
Room
12 Learning & 06-09-10 19-09-10
Development

48
13 Front Office 20-09-10 10-10-10

14 Purchase 11-10-10 17-10-10

15 Learning & 18-10-10 31-10-10
Development

Front Office

49
 INTRODUCTION

Taj Lands End is a 18 storey hotel, with a dramatic 3

storey lobby which is spread over 9.25 acres of land,
offering 493 luxurious appointed rooms of which 33 are
suites. All the rooms of Taj Lands End offer panoramic
view of the Arabian Sea, the cityscape across the bay
and the Bandra - Worli Sea Link. The hotel also houses
the city’s finest restaurants and offers a variety of
cuisines. It also offers conferencing and banqueting
facilities, business centre facilities, a salon, a spa and a
fully equipped health club. All rooms and public areas
offer wireless (Wi-Fi) Internet access and to top it all is
the ambient decor of the hotel which is a well – defined
blend of pale pastels with rich wood.

50
 ROOM INVENTORY

Category of Room No. Of Rooms Floors/Room. No

Deluxe Rooms (DKSX) 156 (20 Twins) 11th,12th,14th,15th

Floors

Luxury Rooms (LKSX) 169 (47 Twins) 16th,17th,18th,19th,20th

Floors

Taj Club Rooms 135 (4 Twins) 21st,22nd,23rd,24th,25th

(TKSX) Floors

Executive Suites 9 1118 to 2018 (ex-

(SES2) 1318)

Old – 1925, 2021,

Luxury Suites (SLS2) 17 2129 New – 22nd to
24th (01/02/31/48) &
2531/48
Old – 1943,2040
Grand Luxury Suites 6 New – 2323, 2423,
(SGS3) 2515, 2523

Presidential Suite 1 2101

( SPS5)

It also offers the following choice of rooms:-

51
 Type of Room No. Of Rooms Floors/Room.no

Green Rooms 5 Rooms 1745, 1747, 1749,

(Earth Rooms) 2147, 2149

Eva Wing 20 Rooms 1701 - 1727

(Single Lady Traveller)

Physically Challenged 1 Room 2027

Room

Smoking Rooms 4 Floors 15th – 19th – 21st – 24th

Floor

RACK RATES OF THE ROOMS

Tariff for Individual Traveller (Room Only)

Room Category Indian Rupees

Single Double

52
 Deluxe Room 21000 22500
Luxury Room 23000 24500
Taj Club Room 25000 26500
Executive Suite 50000 50000
Luxury Suite 75000 75000
Grand Luxury Suite 130000 130000
Presidential Suite 250000 250000

Extra Bed: Indian Rupees 1000

Check-in time: 14:00 hours

Check-out time: 12:00 hours

*includes complimentary one way airport transfer, buffet breakfast, hi-tea

and evening cocktail at Taj Club Lounge, butler service and use of
boardroom for 2 hours per stay (subject to availability).

Rates are subject to applicable government taxes and subject to change

without prior notice.

FOOD AND BEVERAGE OUTLETS

ATRIUM LOUNGE
53
MASALA BAY

MING YANG

VISTA

ATRIUM LOUNGE

The effervescent Atrium Lounge serves a fine selection of

coffees and teas by day while effortlessly transforming itself to a
trendy bar by evening, playing host to informal business as well
as social meetings with equal elan. Drawing inspiration from the

54
Spanish tradition of Tapas, the Atrium Lounge offers an exquisite
menu of finger food and compact meals served with
contemporary accompaniments. Experience the unconventional
with the ‘Kitchen meets the Bar’ range of non-vegetarian cocktails
while the elegant afternoon Champagne Tea features a choice of
tea or champagne for bold taste buds. An intimate ambiance and
attentive yet discreet service makes the experience at Atrium
Lounge impeccable.

Location: Lobby Level

Attire: Smart casuals

Covers: 81

Timings: 08.00 – 23.45 hrs

MASALA BAY

A contemporary Indian restaurant, it offers a range of culinary

delights. Masala Bay has an interactive theatre kitchen, a
separate lounge bar and three private dining rooms.
Undiscovered facets of Indian cuisine with the unique use of time-

55
tested ingredients create a fresh, new taste and add a new
dimension to the experience of dining. The emphasis is on light
food and on the blending traditional Indian recipes with
international cooking styles.

Location: Lobby Level 1

Attire: Smart casuals

Covers: 118 (including the lounge and PDR’s)

Timings: Lunch – 12.30 – 14.45 hrs

Dinner – 19.30 – 23.45 hrs

MING YANG

The split-level layout of this Chinese restaurant allows you to

enjoy the view of the Arabian Sea and the Portuguese Fort from
anywhere in the room. The right-angles zigzag of the back wall

56
 imitates a Chinese screen as well as offers secluded bays for
semi-private dining.

Though you can savour, many a Chinese delicacy, Ming Yang is

known for superlative Sichuan cuisine.

Location: Lobby Level 1

Attire: Smart Casuals

Covers: 96

Timings: Lunch – 12.30 – 14.45 hrs

Dinner – 19.30 – 23.45 hrs

VISTA

Vista is an all day

contemporary eatery that offers the perfect ambience for a quick
breakfast, business lunch or an intimate evening meal.

57
It serves Western, Oriental and Indian cuisine, but the highlight of
Vista is the island kitchen and the sweeping ocean view.
A variety of cocktails, an exhaustive wine list and flavoured
freshly brewed choice of coffees and teas complete the beverage
repertoire. Vista hosts the Vista Sunday Brunch, one of the finest
Sunday brunches in the city.

Location: Lobby Level 2

Attire: Smart Casuals

Covers: 174

Timings: 24 hours

OTHER SERVICES AND FACILITIES

BUSINESS CENTRE:
58
The 24 hours Business Centre compromises of 5
meeting rooms and an office lounge for smaller
meetings and discussions. Fully Equipped with
modern conferencing facilities, wireless (Wi-Fi)
Internet access, secretarial assistance,
interpretation facility and workstation, the business
centre caters to the needs of discerning travellers.

BANQUETS:

Extensive banqueting space at the Taj Lands End

is spread over 55,000 sq.ft and compromises of 9
banquet rooms. The Taj Lands End is indeed a
grand venue for hosting conferences and banquets
with capacities for between 35 – 600 person,
theatre style and up to 2000 person for
cocktail/receptions and covered parking space for
500 cars

SPA AND RECREATION:

The health and fitness facilities includes a 24 hour

fitness center fitted with a comprehensive range of
the latest cardiovascular machines and strength
59
training equipment for improved aerobic
endurance, cardio respiratory fitness, general body
tie up and a personalised trainer to guide you. On
the other hand, the Spa at
Taj Lands End includes whirlpools, steam room
and sauna, massage and specialised treatment
rooms, offering Aromatherapy, Reflexology,
Swedish and Ayurvedic massages. An integral part
of the spa is the Beauty and Hair Salon, offering a
wide range of beauty and hair treatments.

60
OTHER FACILITIES AND SERVICES:

Other facilities and services available at the hotel

include: in-room dining,
conference rooms, facilities for disabled, safe
deposit lockers, currency exchange,
babysitting, 24-hour laundry, hair salon, travel desk
and indoor parking facility for
up to 550 cars.

HIERARCHY
61
 GENERAL MANAGER

RESIDENT MANAGER

ACCOMODATION MANAGER

ASST. FRONT OFFICE MANAGER

DUTY MANAGER

GUEST RELATIONS

RERERVATION RECEPTIONIST BELL CAPTAIN TELEPHONE

MANAGER MANAGER

RESERVATIONIST TRAINEE BELLBOY OPERATORS

ORGANIZATIONAL STRUCTURE

62
The Front Office department at Taj Lands End,
Mumbai is responsible for various functions apart
from the check-ins and check-outs.
The Front Office department is further divided into
the following sub-departments:

 Reception
 Concierge
 Travel Desk
 Reservations
 Telephones
 Bell Desk
 Porch / Valet Services
 Business Centre

FRONT DESK OR RECEPTION

63
Front Desk is responsible for check-ins, check-
outs, currency exchange, guest inquiry, filling of
guest record and their maintenance and co-
ordination with other departments

CONCIERGE

This department takes care of airport transfers.

The department also adds to the revenue of the
hotel by capitalizing on the walk-ins at the airport
itself. The department also assists the guest with
lost baggage and recovery if required.

TRAVEL DESK
The Travel Desk is a 15 hour facility and provides
all travel related services at a fee, such as:
• Travel assistance

64
• Car rentals
• Hotel bookings
• Package tours
• Buying, confirming and cancellation on tickets

RESERVATIONS

This department is responsible for taking accurate

reservations for the hotel generating report to study
business type and sources. The reservations
departments processes the reservations and
makes them in FIDELIO. The supporting
documents are also filled by reservations.

TELEPHONES

This department is responsible for routing of calls

to the concerned extensions. The job of the
operators also concerns the security issues like

65
maintaining guest privacy and security. Operators
are usually the 1st contact of the guest with the
hotel.

BELL DESK

This department is responsible for the handling of

guest baggage after they check-in and during their
check-out process. The other jobs which are
performed by this department are delivering news-
papers, message handling, room change, left
luggage handling, reporting of scanty baggage to
the front desk and any other special request of the
guest.

PORCH / VALET SERVICES

Hotel has a valet service for the guests. The valet

and the porch coordinators assist the traffic

66
movement at the porch and also ensure availability
of rental cars.

BUSINESS CENTRE

It is a point of sale, which generates revenue by

retailing space for conference, and other services
which are related to conferencing. The Business
Centre also provided secretarial services.

67
Business centre Broucher

68
69
 DUTIES AND RESPONSIBILITIES

ACCOMODATIONS MANAGER
ASST. FRONT OFFICE MANAGER
DUTY MANAGER
GUEST RELATIONS EXECUTIVE
FORNT DESK ASSOCIATE
BELL CAPTAIN
BELL BOY

70
ACCOMMODATIONS MANAGER
Reports to the General Manager / Resident
Manager.
• Achieve customer satisfaction and room
revenue goals by supervising front office
operations.
• Ensures that the front desk is staffed
appropriately by utilizing business forecast to
schedule employees.
• Oversees and participates in the prompt
check-in and check-out of guest.
• Addresses questions or problems pertaining to
customer room accommodations and rates.
• Provides control over rates; implements
approved rate changes.
• Monitors advance deposit procedures.
• Responds to positive and negative comments
expressed in comment cards and develops
strategies to improve comment card results.

71
 • Monitors service and team work on a regular
basis and counsels employees on providing
the Taj experience service and team work.
• Maintains statistics on room and reservations,
customer arrivals and departures, average
occupancy rates and related information.
• Assists in preparation of annual budget; assures
that the department operates within approved
budget.
• Assures the cleanliness and orderly condition of
the front office areas by conducting daily
inspections.
• Keeps immediate supervisor promptly and fully
informed of all problems or unusual matters of
significance.
• Maintains a favourable working relationship with
all other company employees to foster and
promote a cooperative and harmonious working
climate.

72
ASST. FRONT OFFICE MANAGER
Reports to the Accommodations Manager
• Supervises and participates in the prompt and
courteous check-in and check-out of guest so
as to maximise guests satisfaction.
• Responsible for the organization of work at the
front desk including assignments, duty
roasters and leaves (casual & sick).
• Ensures that standard procedures on room s
security are followed strictly.
• Uses an intensive approach to up selling, to
maximise the Average Daily Rate.
• Ensures procedures for safety deposits
lockers are strictly followed.
• Co-ordinates and communicates with related
departments to ensure customer requests and
complaints are handled effectively and
efficiently.

73
DUTY MANAGER
Reports to the Accommodations Manager /
Asst. F O M
• Exceeds guest satisfaction and assist in
increase of room revenue by supervising shift
at the front desk.
• Verifies and endorses all registration cards
• Ensures procedures on establishing credits for
every guest account.
• Ensures the maximization of total room
occupancy by the handling of expected arrivals.
• Provides quality services to the guest by
responding to their request promptly, effectively
and courteously.
• Maintain safe working conditions within the
department.
• Keeps immediate supervisor promptly and fully
informed of all problems or unusual matters of
significance.
• Ensures the smooth running of the lobby.

74
GUEST RELATION EXECUTIVE
Reports to the Duty Manager
• Blocking of rooms for VIP’s, Groups and Crew.
• Ensure amenity requisition for blocked VIP’s
are sent to the room service.
• Check rooms blocked for VIP’s
• Gives the guest courtesy calls.
• Keeps a track of guest birthdays,
anniversaries, etc and wishes them
accordingly by arranging for a cake and a gift.
• Maintains guest history cards.
• Escorts guest to the room.
• Welcomes guest with Aarti, Garlands etc.
• Good relations with repeat guests and
ensuring maximum feedback.
• Creating magical moments for guests.

75
FRONT DESK ASSOCIATES
Reports to the Duty Manager.
• Takes check-in and check-outs of the guest.
• Escorts guest to the guest rooms.
• Takes in-room check-ins.
• Responsible for verifying photo ID and taking
a photo copy of the guest ID along with the
visa copy and ensuring that the same is not
expired.
• Solves guest problems as and when required.
• Handles difficult situations.(guest problems)
• Prints the registration cards. (done during
night shift)
• Settling of guest bills during check-out.
• Preparing and filing of reports.
• Blocking and de-blocking of rooms.

76
BELL CAPTAIN
Reports to the Duty manager.
• Controls the movement of the bell boys.
• He briefs the bell boys * ensures that they are
always well groomes.
• Keeps the time records of the bell boys and
writes their activities on the bell attendants
control sheet.
• Checks the log book periodically.
• Takes stock of the luggage, parcels and any
other material.
• Responsible for proper distribution of news
papers.
• Keeping stock of equipment, trolley and
ensuring that they are in good working
condition.

77
BELL BOY
Reports to the bell captain.
• Takes the baggage from the porch to the room.
• Places the baggage in the rooms in the
appropriate rack.
• Explains the operations of light switches, A/C
control to the guest.
• Brings the baggage down in the case of
departure.
• Checks the room to ensure that the guest has
not left any articles on departure.
• Obtains clearance from front office cashier on
the errand card regarding the bill.
• Delivers the guest letters or messages to the
guest room.

78
 SPECIAL OBSERVATIONS

• Every guest that has a airport pick-up when

received at the porch is greeted and escorted
straight to the room and an in-room check-in is
taken.

• Each guest is given a personalized welcome

letter and VIP guest or suite room arrival guests
are given personalized cards that are signed by
the General Manager.

• The Taj Club guest are given the facility of an in-

room checkout

• The guest photo ID is sent up with his/her

luggage in so that the guest does not have to
wait for his ID till the photo copy is taken. The
same is done only with the guest permission.

79
 TRAINING SCHEDULE AND
TASK PERFORMED

TRAINING SCHEDULE:
• 2 weeks

TASK PERFORMED:
• Slotting & de-slotting of bills.
• Filling of key jackets and bell boy errand
cards.
• Checking of the C-Form.
• Putting messages in the guest room.
• Sticking incident logs in the GM log book
• Sticking of hand-overs in the respective log
books.
• Attaching the bills to the folios.
• Printing and Photo-copying.
• Escorting guest to the room
• Typing and printing of names for the welcome
letter envelops
• Arranging of welcome letters
80
• Stacking of stationery at the end of the shift

81
HOUSEKEEPIN
G

82
 INTRODUCTION

The housekeeping department at the Taj Lands End is

the department that makes the meaning of the word
“organization” possible.

Just as the name itself indicates, the role of the

housekeeping is to keep and maintain cleanliness of all
the areas in the hotel. It provides a comfortable and safe
stay of the guests, thus making him/her feel at home.
It is responsible for the upkeep and decor of the guest
room and public areas. The housekeeping department
creates a relaxed atmosphere for guest by providing
surroundings that are attractive, comfortable and safe to
live in.

Furthermore, by providing courteous service a friendly

atmosphere is created. In this way the housekeeping
department makes it possible to create a “home away
from home”.

The housekeeping department is located on the lobby

level of the hotel in the back of the house and has a
83
 thoroughly capable and professional staff to carry out the
housekeeping activities.

THE NUMBER & TYPES OF ROOMS

Category of Room No. Of Rooms Floors/Room. No

Deluxe Rooms (DKSX) 156 (20 Twins) 11th,12th,14th,15th

Floors

Luxury Rooms (LKSX) 169 (47 Twins) 16th,17th,18th,19th,20th

Floors

Taj Club Rooms 135 (4 Twins) 21st,22nd,23rd,24th,25th

(TKSX) Floors

Executive Suites 9 1118 to 2018 (ex-

(SES2) 1318)

Old – 1925, 2021,

Luxury Suites (SLS2) 17 2129 New – 22nd to
24th (01/02/31/48) &
2531/48
Old – 1943,2040
Grand Luxury Suites 6 New – 2323, 2423,
(SGS3) 2515, 2523

Presidential Suite 1 2101

( SPS5)

84
 DESCRIPTION OF THE ROOMS

Taj Lands End, Mumbai is an 18-storey hotel with a dramatic 3-

storey lobby and 493 guestrooms including 33 suites, each of
which offer a panoramic of the Arabian Sea, as well as the city
scape across the bay.

Deluxe Sea view Rooms

Spacious and warm, these rooms have all the regular Taj
hospitality gestures, including a luxurious five-fixture bathroom
with a separate shower cubicle and a bathtub.

85
Luxury Sea view Rooms

These luxurious rooms (396 sq.ft.) come with all the guest
amenities Taj is famous for. You can choose a room that
overlooks the Arabian Sea, the pool or the city.

86
Taj Club Rooms

Located from the 21st floor upwards, the Taj Club rooms were
inspired by the need to provide simplicity and modern elegance
for the business traveler with luxuriously spread spaces that
seamlessly flow into each other. Through the subtle use of
colour and contemporary design elements, the rooms evoke a
residential studio environment with generous spaces for
relaxing and working.

The guests at the Club Floors are provided with special Butler’s
service.

87
The Suite guests are given the personalized butler’s service on
24 * 7 basis. They are catered with all the VIP services.

Impeccable personalized service by highly trained butlers, the

use of an exclusive meeting room, access to the special Taj
Club Lounge for buffet breakfast and evening cocktails are
some of guest amenities and services that make the signature
Taj Club experience truly memorable. These includes, one way
complimentary airport limousine transfer, 42” Plasma TV, DVD
Player, private check-in and check-out at the Club desk, laptop
size in room personal safe, a complimentary bottle of wine,
round the clock highly personalized Butlers services. Taj Club
guests can also enjoy complimentary deluxe Continental
breakfast, complimentary tea/coffee throughout the day and
cocktails during the Cocktail Hour at the Club lounge. Taj Club
also offers guests an exclusive Meeting Room and a Business
Service Unit on the Club Floor.

88
Executive Suites

Sea-facing suites (680 sq.ft) with a panoramic view of the

Arabian Sea, each of these suites has a living room and
bedroom with an attached dressing area. The suites overlook
the pool, and offer a breathtaking view of the Arabian Sea.
Guests receive all the benefits and services of the Taj Club
rooms.

89
Luxury Suites

Sea-facing (962 sq.ft.) with a panoramic view of the Arabian

Sea, each of these suites has a living room and a bedroom, it
also includes a pantry. Guests receive all the benefits and
services of the Taj Club rooms.

90
Grand Luxury Suite

Each of these suites (1188 sq.ft.) has a separate living room,

dining room, kitchenette and a master bedroom. Like the
Luxury Suites, these too are sea-facing suites with a panoramic
view of the Arabian Sea. Guests receive all the benefits and
services of the Taj Club rooms.

91
The Presidential Suites

Living area

The dining area

92
Kitchen area

Bathroom

93
The majestic Presidential Suite (3000 sq.ft.) offers a stylish
living room, dining room, a master bedroom, an office, a
kitchenette and a bathroom with a Jacuzzi. Aesthetic artifacts,
an array of lighting effects and sleek furniture give it a sense of
space and luxury. The plush furnishings and furniture
accentuate the contemporary ambience of the master bedroom.
The study of the Presidential Suite functions as an ideal office
space. Guests receive all the benefits and services of the Taj
Club rooms.

94
 SIZES OF THE ROOM

FLOOR / ROOM TYPE SIZE OF THE ROOM

11th - 21st Floor 396 sq .ft
SES2 680 sq. ft
SLS2 962 sq. ft
SGS3 1190 sq. ft
SPS5 3000 sq. ft
22 - 25th Floor
nd
430 sq. ft
New SLS2 860 sq. ft
New SGS3 1290 sq. ft
All Bathrooms (11st- 21st ) 97 sq. ft

HIERARCHY
GENERAL MANAGER

95
 RESIDENT MANAGER

EXECUTIVE HOUSE-KEEPER

ASST. EXECUTIVE HOUSE-KEEPER

ASST. HOUSE-KEEPING MANAGERS

FLOOR LAUNDRY FLOWER ROOM HORTICULTURIST

SUPERVISOR MANAGER SUPERVISOR

ROOM BOY LAUNDRY FLORIST GARDENER

SUPERVISOR

LAUNDRY
VALET
Guest
amenities provided in the
guest room:
96
 Bathroom:
• Bath gel
• Soap
• Hair shampoo
• Hair conditioner
• Body lotion
• Shaving kit
• Dental kit
• Loofah
• For your care
 Dressing table:
• Mending kit
• Cotton wool
 Table:
• Pencil
• Eraser
• Sharpener
• Paper pin
• Scissor
97
 • Cello tape
 Wardrobe:
• Bath robe
• Slippers
• Shoe shine
• Shoe mitt
• Laundry bag
• Shoe bag

98
DUTIES AND RESPONSIBILITIES

EXECUTIVE HOUSEKEEPER
ASST. EXECUTIVE HOUSEKEEPER
LINEN ROOM SUPERVISOR
HOUSEKEEPING SUPERVISOR (ROOMS)
LAUNDRY MANAGER
HOUSEKEEPING ATTENDANTS
FLORIST

99
EXECUTIVE HOUSEKEEPER

Reports to the General manager/Resident Manager.

• Oversees and directs all aspects of all
housekeeping operations.
• Evaluates continuously the performance of the
employees and counsels them in case of any
deviations.
• Maintains all related records of materials in an
effective manner and according to company policies.
• Plans yearly departmental budgets.
• Plans new processes and procedures to increase
productivity.

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ASSISTANT EXECUTIVE HOUSEKEEPER

Reports to the Executive Housekeeper.

• Oversees and directs all aspects of all
housekeeping operations.
• Follows up on all outstanding issues from the
previous shift.
• Conducts daily briefing with housekeeping
assistants.
• Ensures a good working relation with and amongst
all employees.
• Discusses all problems with the Executive
Housekeeper and helps in solving them.
• Maintains good relations with all other departments.

101
 LINEN ROOM SUPERVISOR

Reports to the Executive Housekeeper.

• Directs all linen and uniform control functions.
• Ensures that all linen is neatly and properly folded
and kept well.
• Ensures that the floor pantries have sufficient linen
supply.
• Maintains linen and uniform inventory.
• Oversees the discarding of torn or improper linen
and uniforms.
• Checks that all supervisor and attendants maintain
the equipment correctly.

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 HOUSEKEEPING SUPERVISOR (ROOMS)

Reports to the Executive Housekeeper.

• Ensures maximum efficiency in performance of
housekeeping attendants.
• Conducts briefing for housekeeping attendants.
• Informs the Exe. Housekeeper about any damage,
theft or loss in guest room.
• Supervises daily, super cleaning and periodical
cleaning of rooms.
• Cleaning of rooms in emergency situations.
• Enters lost and found articles in the register and
follows up on the same.
• Inspects arrival rooms to ensure everything is proper
condition.

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 LAUNDRY MANAGER

• Responsible for issuing washed, clean and dried linen on

time.

• To keep record of all soiled linen coming in for washing

and clean linen going out.

• To keep his area clean and hygienic at all times.

• Conducts daily, monthly, weekly, periodical briefings.

• Trains staff, prepares vacation plans etc.,

• To secure his area.

104
 HOUSEKEEPING ATTENDANTS

Reports to the Housekeeping Supervisors.

• Maintains high cleaning standards in assigned guest
rooms, suites and pantries.

Morning Shift:
• Follows security and emergency procedures.
• Reports maintenance problems.
• Reports any loss or damage to the floor supervisors.
• Always maintains high level of personal hygiene.

Afternoon Shift:
• Responsible of turn down service and late
check-out.
• Responsible for cleaning corridors when
assigned.

Night Shift:
• Responsible for cleaning late check-out rooms.
• Maintenance of all equipments used in the
department.

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 FLORIST

• Ensures that all floral arrangements in the property

are fresh, attractive and appropriately colour
coordinated.
• Receives flowers and checks its quality and
quantity.
• Responsible for providing floral arrangements in
guest rooms and public areas according to
agreement and schedule.
• Maintains and takes care of all florist tools and
trolleys.
• Ensures that all vases are clean, polished and in
good repair.
• Ensures cleanliness of his/her work area.

106
 EQUIPMENTS USED

• Taski Boro 12 (Dry Vacuum)

• Taski Vacumat (Wet Vacuum)

CLEANING AGENTS

Ecolab: (Everyday)

• Juniper Splash (green) - Air Freshner

• Neutral Bathroom Cleaner (light purple)

-Disinfectant cleaner

• Glass Force (light Blue) - Glass cleaner

• Alkaline Bathroom Cleaner (light pink) - Hard

water stains/WC

107
 Ecolab: (Periodic)

• Lemon Eeze - Heavy Water Stains On Shower

Glass Cleaning
CBC Plus - WC Heavyduty Cleaner
Helios - Chrome Fixtures

Taski:

• R6 - WC Cleaner

• Suma Scale - Descaler for Kettles (Hard

Water Stains)

TASKS PERFORMED

108
• Distribution of uniforms to staff
• Stores pick-up
• Distribution of stores to all floor pantries
• Dusting of doors and panels on all floors.

109
 Food
Production

INTRODUCTION

110
Whenever we talk about a good Five Star or for
that matter any hotel the immediate thought that
strikes us is the good food and the high standard of
service. Thus when it comes down to dining in any
restaurant specially restaurants at 5 star deluxe
hotels, people actually come to the outlet because
of the food and the exquisite presentations.

The Food and Beverage Production department at

the Taj Lands End, Mumbai has one of the most
skilled, innovative and experienced staff headed by
the Executive Chef Anirudh Roy.

SECTIONS

111
At Taj Lands End the kitchen is divided into 10
sections which are divided as follows:
• Main Kitchen
• Vista Kitchen
• Masala Bay Kitchen
• Ming Yang Kitchen
• Atrium Lounge Kitchen
• Butchery
• Bakery
• Vegetable Preparation Kitchen
• Garde-Manger
• Staff Cafeteria Kitchen

112
 MAIN KITCHEN

The main kitchen is the largest kitchen in the

Taj Lands End. It houses all the smaller
kitchens/sections. It caters to all the banquet
functions, to all the outdoor catering.
• Indian
• Continental
• Halwai
• South Indian

1. Indian

The Indian kitchen prepares the dishes which are being

fixed and decided by the guest.

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 2. Tandoor

The Tandoor kitchen prepares all the Tandoori items like

the Tandoori rotis, Tandoori kebabs, starters which are
being prepared mainly for the banquet function.

3. Halwai:

The Halwai kitchen is the kitchen which prepares Indian

desserts and salads. During banquet functions the
Halwai holds a counter in the ballroom mainly for kulfi
accompanied with vermicelli and almonds. The Halwai
also holds a live counter for Indian Chaats.

114
 VISTA KITCHEN
A 24 hour operational kitchen which also has a
satellite kitchen. This kitchen continuously caters to
the guests in the form of buffets (breakfast, lunch
and dinner) and a-al-carte orders. They have a well
planned theme buffet everyday. This kitchen caters
to the coffee shop, atrium lounge for the tandoor
items and the In Room Dining.

It can be divided into five major sections:

• Indian Section
• South Indian Section
• Continental Section
• Tandoor
• Pantry

There are five shifts in this kitchen:

Morning shift : 7 am to 4 pm
General shift : 9 am to 6 pm
Afternoon shift : 3 pm to 12 am
Panzer shift : 7 pm to 4 am
Night shift : 10 pm to 7 am
115
INDIAN SECTION :
The Indian section prepares food for the lunch
buffet and includes rice, kormas, gravies, non-veg.
Dishes including mutton and chicken biryanis and
also includes a number of dishes in the a-la-carte
menu.

SOUTH INDIAN SECTION:

The South Indian section only serves South Indian
food products. It caters not only to the a-la-carte
menu but also for the lunch buffet at the coffee
shop. The South Indian section prepares dosas,
uttamaps, idlis, medu wada, south Indian style rice
and coconut gravies along with appropriate
accompaniments.

CONTINENTAL SECTION:
The continental section deals with continental food
including soups, pastas, pizzas, burgers, etc. This
section prepares pasta dishes and fish dishes for
the buffet menu.

116
TANDOOR SECTION:
The tandoor section deals with the roasting of
papads and tandoor products that include naans,
parathas, phulkas, kebabs (veg & non-veg.)

PANTRY:
This is the most important section of the coffee
shop as it deals with or dispenses more than 70 %
orders of the day. Products like burgers,
sandwiches, milkshakes, juices, etc. are the things
that normally sell in the outlet and hence the pantry
becomes very important.

117
 BUFFET SETUP

The buffet set up consist of:

• A section of salads and cold cuts.

• 1 half of the circle is Continental.
• The other half is Indian.
• 1 dessert counter.

The buffet consist of:

Salad counter:
• 6 types of cheese
• 3 types of lettuce
• 6 types of non-veg salads
• 6 types of veg salads
• 4 types of cold cuts
• 5 dressings for the salads
• 2 types of sushis

118
Continental:
• 1 soup
• 1 pasta
• 1 grilled preparation
• 1 fish preparation
• 1 rice preparation
• 1 gravy preparation
• 1 potato preparation
• 1 vegetable preparation

Indian:
• 1 soup
• 1 non-veg appetizer
• 2 gravy preparations
• 1 rice preparation (biryani)
• 1 vegetable preparation
• 1 dal preparation
• 1 veg appetizer
• 4 veg preparations
• 1 raita
119
• Pickles and papads.

A lavish dessert counter serving more that 12

varieties of desserts (hot and cold).

120
MACHINERY AND EQUIPMENT USED

• Slicing machine - Hobart

• Chopper, Grater, Slicer, Mincer - Hobart
• Walk-ins
• Traulsen
• Tandoor
• Refrigerators
• Juice Extractor
• Deep Fryer
• Oven
• Grinder
• Mixer
• Microwave
• Salamander
• Hot Plate
• Toaster
• Pizza Cutter, Wooden Pizza Pan, Rolling Pin
• Iron Rods for Kebabs
• Chopping Boards, Peelers, Strainers
121
 MASALA BAY

It is at Masala Bay that you will discover the Indian

cuisine that has captivated the taste buds of
people all over the world. The renowned Chefs
bring out many undiscovered facets of Indian
cuisine including culinary treasures from the sea as
well as land. Find nuances that elevate your dining
experience.

Interactive Counter:
Masala bay also has an interactive counter. Here
the guest are seated at the counter itself and the
food is cooked / served in front of them.
The main objective of this counter is to cater to
guest who come in alone. While preparing the dish,
the staff also interacts with the guest. In this way, a
gust who comes in alone does not feel lonely.

122
 MING YANG

This kitchen specializes in Sichuan and Cantonese

cuisine operating with specialized equipment and
exotic ingredients. Most of the ingredients are
imported and the dishes are prepared in traditional
style to give the dishes a very authentic touch. The
Sichuan kitchen is one of the most exquisite
kitchens in the organization and also the most
organised one due to the hard work of Master Chef
David. A major time is utilized in making the
necessary mise-en-place and the cooking time is
minimum.

123
VEG PREP

Veg prep is the kitchen where all the vegetables

are cut according to the kitchens requirement.
Everyday the vegetables are directly received from
the receiving and stored in the veg prep’s walk –
in. Fresh groceries are being received on daily
basis and the vegetables are slotted, checked and
then is being sent to the respective kitchens.

124
 BUTCHERY

Butchery is the kitchen where all red meat and

poultry are cleansed, cut and slotted accordingly
for the kitchens requirement.

The butchery staff is highly trained in the catering

sector activities that eventually results in highly
professionalized handling and portioning raw
materials needed for the various meat preparation.

125
 GARDE MANGER

This is the cold kitchen where various salads,

margarine sculptors, ice carvings are made. It is that
department in the kitchen where creativity can be fully
put to use. The department has a total staff of 6 cooks
headed by the sous Chef who is Chef Rupesh. The
majority of the work is done on the straight shift from 9
a.m. to 6 p.m. There are two cooks who handle the pick
up in the evening and have to be there till midnight.
These two cooks handle the boiling and roasting,
preparation of mayonnaise and also the general mise-
en-place for the next day.

126
 BAKERY & CONFECTIONERY

The bakery provides variety of cakes, pastries,

etc., for the best in the various outlets. It also
provides complementary cakes, cookies and
chocolates to the guest according to their status or
on their request or as a welcome. The bakery also
undertakes contracts for the preparation of cakes
for special functions such as wedding, engagement
etc. that may be organized by the banquet
department.

127
 Food
&
Beverage
Service

128
 FOOD AND BEVERAGE OUTLETS

ATRIUM LOUNGE

MASALA BAY

MING YANG

VISTA

129
 ATRIUM LOUNGE

The completely refurbished Atrium Lounge at the

Taj Lands End is now ready to perk up your
evenings with a jazz band, a swinging bar,
handpicked cigars, the world finest coffees and
teas, an intimate ambiance and attentive yet
discreet service.

The Atrium Lounge in its new avatar boasts of a

completely refurbished look. A thematic color

130
scheme of purple and green adorns the lounge
while the white gloved kneel down service and
candle lit experience welcomes you into a world of
luxury.

Here at the heart of the hotel, the soft piano

serenades you through the afternoon and gets you
in the mood for the live jazz band.

Indulge in a culinary expedition. The new menu

includes sushi platters served in the authentic
style on a sushi board with the traditional
accompaniments. “Between the Breads” lets you
make your own sandwich with a variety of fillings,
dressings and toppings on offer, the way you like it!

131
The menu offers 52 varieties of teas ranging from
flavoured teas. Global teas, orthodox teas to
organic and ayurvedic teas and a wide range of
single estate coffees, espressos & cappuccinos.
The in-house cocktail menu has a variety of
alcoholic beverages to entice you.

Limited edition cigars such as Partagas P Serie

No.2, Patagas D Serie No.1 & 2, along with a
selection from the finest in the world like the
Habanos Cigars and Davidoff range are now on
the offerings.

The new refurbished Atrium Lounge stands for

everything that is impeccable, redefined and
luxurious which is headed by Mr. Rishi Mehra the

132
manager and Ms. Pooja Khanna the Asst.
Manager.
.Restaurant Fact Sheet:-

Location: Lobby Level

Seating capacity: 81 covers

Timings:
• Monday : 24 hours
• Tuesday to Friday : 0800hrs – 2400 hrs
• Saturday & Sunday : 0700 hrs – 0100 hrs

Music:
• Pianist plays from 1600 hrs to 1900 hrs except
Tuesday.
• Maria noel sings on Friday & Saturday
between 1930 hrs to 2330 hrs.
• Band plays from 1930 hrs to 2330 hrs except
Monday.

Type of Service: Sit down

133
Average Budget: 1.5 lacs (per day)
MASALA BAY

A contemporary Indian restaurant, it offers a range

of culinary delights. Masala Bay has an interactive
theatre kitchen, a separate lounge bar and three
private dining rooms. Undiscovered facets of
Indian cuisine with the unique use of time-tested
ingredients create a fresh, new taste and add a
new dimension to the experience of dining. The
134
emphasis is on light food and on the blending
traditional Indian recipes with international cooking
styles

It is at Masala Bay that you will discover the Indian

cuisine that has captivated the taste buds of
people all over the world. The renowned chefs
bring out many facets of Indian cuisine including
culinary treasures from the sea as well as land.

The Name:
The name has an intrinsic meaning relevant to the
product category – Indian restaurant, yet the
morphology renders it an international class,
cannoting it a modern decor and style. Masalas or
spices are integral to Indian cookery. Each spice
has its unique property that renders a different
flavour and aroma to Indian cuisine. It is this
unique feature that comes across upfront through

135
the name. The word ‘Bay’ invokes visual imagery,
aptly reflected through the restaurant.
Restaurant Fact Sheet:

Location: Lobby Level 1

Seating Capacity: 118

(including lounge and PDR’s)

Timings: Lunch – 12.30 – 14.45 hrs

Dinner – 19.30 – 23.45 hrs

Type of Service: Sit down

Average Budget: 1.46 Lacs (per day)

136
 MING YANG

The name Ming Yang indicates the ‘Rising Sun’

Ming Yang is a fine dining Chinese restaurant,

where guest can experience excellence in food
and service in a sophisticated atmosphere. This
formal restaurant is done up in dusky rose, black
and gold. This theme is carried through to the table
with the extravagant crockery and glassware. The
menu features Sichuan cuisine.

137
The split level layout of this Chinese restaurant
allows diners to enjoy a view of the Arabian Sea
and the Portuguese Fort from anywhere in the
room. The right angle zigzag of the back wall
imitates a Chinese screen, as well as offers a
secluded bay for semi-private dining.

Something very unique about this restaurant is that

a single diner never dines alone and is always
accompanied by a gold fish.

138
 Restaurant Fact Sheet:

Location: Lobby Level 1

Seating Capacity: 96 covers

Timings: Lunch – 12.30 – 14.45 hrs

Dinner – 19.30 – 23.45 hrs

Type of Service: Sit down

Average Budget: 1.70 Lacs (per day)

Entertainment: Chanel Music

139
Vista is a contemporary style bistro with a
freshness of colour and a sweeping sea view. As
an all day dining venue it gives a feeling of
brightness & freshness for breakfast and is also
conducive to a smart business lunch. The space
has been designed in such a way to achieve a
level of intimacy and excitement for an evening
meal. The modern elegant approach result in an
international ambiance which reflects in the variety
of cuisines.

140
Scenic views of the sea perfectly compliment the
refreshing flavours of this trendy, all day dining
restaurant. Vista offers lively features such as a
show kitchen, interactive buffet counter, and a
wood-fired oven. Guest enjoy a variety of cuisines
including Continental, Indian, Italian and Far
Eastern. Special care has been taken to cater to
the vegetarian and health conscious guest. A
variety of cocktails, an exhaustive wine list, and
flavoured freshly brewed choice of coffee and tea
complete the beverage repertoire

A breakfast, lunch, dinner buffet spread is laid out

everyday. The guest can opt for the buffet or a-la-
carte. The covers are already laid out on the
tables. Plates are available on the buffet counter in
case guest opt for buffet. The buffet layout is multi-
cuisine with some oriental dishes.

141
Name:

The Spanish word Vista means View and as the

name suggest this all day dining restaurant gives
an astonishing view of the Arabian Sea and the
beautiful lobby of Taj Lands End.

Restaurant Fact Sheet:

Managers: Mr. Leo & Mr. Jaswant

Location: Lobby Level 2

Seating Capacity: 171 covers

Timings: 24 hours

Type of Service: Sit down & Buffet

142
Average Budget: 4.94 Lacs (per day)

Entertainment: Music (CD’s)

Buffet Rates:

MEAL ADULT CHILD

Breakfast Rs. 1125 Rs. 300
Lunch Rs. 1500 Rs. 1000
Dinner Rs. 1700 Rs. 1000

Sunday Brunch:

TYPE ADULT CHILD

Alcohol Rs. 3000 -
Non-alcohol Rs. 2500 Rs. 1000

*All the above mentioned rates are inclusive of

taxes

IN ROOM DINING

143
The IRD department at the Taj Lands End is
located at Lobby Level 2 in the back of the house.
The IRD department takes orders till the 20th floor
and from the 21st floor the same is done by the
butlers. Hence there must be great co-ordination
between the two.

The IRD operation at Taj Lands End are best

explained as:

• Around the clock personalized operation

offering a wide range of cuisine such as
Indian, Continental and Chinese.

• Breakfast is served from 0600 hrs to 1130 hrs.

• A wide range of food and beverage is offered

between 00:00 hrs and 0600 hrs.

• In room dining utilizes the service of a

speciality designed service elevator in order to
cut short time of order delivery.

• All orders are transported and served by

trolley or tray.
144
• The IRD trolley is a specially designed
concept with a built in heating mechanism
called the hot case. This is to keep the food
hot and reduces scope for contamination
during the course of transporting the food to
the guestroom.

ORDER SETUP

145
• Captain receives KOT

• 1 copy remains on counter for captains

reference and other copy to the setup boy for
trolley or tray setup.

• Kitchen staff prepares order.

• Kitchen staff co-ordinates with pick-up man

with regards to order completion.

• Food or beverage is then set on the tray or

trolley.

• Order checked by captain as per

specifications.

• Goes for delivery.

146
 BANQUETS

Taj Lands End banquet excels in all the essential

aspects for holding a meeting or a conference.
Multi-cuisine, impeccable service and an elegant
atmosphere, it has 4 individually designed private
halls and pre-function areas that are available for
private dining, business meetings, social
gatherings, conventions and exhibitions. Whether
hosting a meeting or a cocktail party Taj Lands
End provides the perfect setting.

147
• Banqueting space of 55000 sq. ft

• Pre-function areas for all halls integrated to

accommodate large events.

• Wireless internet access facility.

• Video conferencing and Webcast arrangement

on request.

• Microphones and demonstration boards on

request.

• 5 level car parking facility(can hold upto 500

cars).

148
Function halls at the Taj Lands End

• Ballroom I & II

• Salcette I, II & III

• Konkan

• Malabar

• Lounge

• Gardenview

• Poolside

• Seaside Lounge

149
The following are the types of seating used:

• U shape

• Board room seating

• Theatre style seating

• Half moon seating

• Casual seating

150
151
BUSINESS CENTER:

152
Taj Lands End has a 24-hour Business Centre that
includes 2 boardrooms, 2 meeting rooms and an office
lounge for smaller meetings or discussions. The centre
is fully equipped with modern conferencing facilities,
wireless (Wi-Fi) internet access, secretarial assistance,
interpretation facility and workstations.

153
Hotel Business Services include:

Binding
Broadband Wireless (Wi-Fi)Internet access
Mobile phones on hire
Multimedia computers
Secretarial services
Translation / interpretation services
Video-conferencing facilities
Webcast facility
Workstations

154
 CONCLUSION

As I got my first real experience of working in the

hotel, I realized it was by no means an easy task and
one that requires immense enthusiasm. What I have
developed over the twenty five weeks is the
enthusiasm and the passion to work in the industry.

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 everyone has something unique to
offer, that every job has its nuances and its value and
that no job is superior to the other. This i believe 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.
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