ITC Windsor - Internship Report
By Shoba Daniels

Table of Content

1. Introduction

2. F and B Service

3. Food Production

4. Front Office

5. Housekeeping

6. Conclusion

ITC Windsor, Bangalore
ITC Windsor, is a 5 star hotel in Bangalore that merges an old world ambience with international service to create a hotel experience that goes beyond expectation. The hotel is located three kilometres from the business centre and 33 kilometres from the airport. It’s near to downtown locations, prominent business and commercial areas, the historic landmark Vidhana Soudha, and opposite the Bangalore Golf Course.

F and B Service

My vocational training took place at the ITC Windsor. During my one month vocational training I did F and B Service in the Coffee Shop called Raj Pavilion . In the Coffee Shop these are the different things that we did and learned and saw.

My duties in the Coffee Shop were:

Napkin Folding

There are 3 different ways of folding Napkins in the Coffee Shop. For breakfast the napkin fold is a type of book fold, the lunch napkin fold is a book fold (for the book fold you fold one side then fold the other side then turn it around and fold one side then fold the other side) and dinner fold had no name but you whirl the napkin and it stand long in a glass cup on the table.

Filling and Refilling the Water Jug

They serve different types of water in the Coffee Shop, One is regular water. I filled the jug with regular water from the purifier and kept it on the side station. There is also flavored water which is water with fruit. I filled the jug with purifier water and then added fruit. Then there is packaged water and mineral water.

Table Cloths

Before setting the table you need to put a cloth on it. I folded table cloths in the kitchen then kept them at the side station to be used whenever need, for example when I guest leaves and the table need to be reset or for the setting of the table.

Setting of the table

Regular Setup: 1. Put the table cloth on 2. Add the cruets set 3. Place a glass bowl with water and a flower 4. Set the bnb plates and cutlery 5. Napkins 6. Water goblets.

Dinner set up: 1. Put the table cloth on 2. Add the cruet set and 3. Place glass bowl with water and a flower along with a candle 7. Set the bnb plates and cutlery 8. Napkins 9. Water goblets.

The positioning of the table setting is; first put the table cloth then add the candle in the middle of the table then on one side of the candle add the cruet set and on the other side add the glass bowl with water and a flower. Then add bnb plate on the left side of the table and on the right side add the cutlery and on the tip of the knife place the water goblet. In the middle of the bnb plate, the cutlery and place the napkin. For the dinner set up place the napkin in the water goblet.

On Sunday there is a brunch and the table set up is slightly different.

Brunch set up: 1. Put the table cloth on 2. Add table runners 3. Place glass bowl with water and flower in the middle with the cruet set. 4. Set bnb plates on the left side of the table and on the right side add the cutlery 5. At the tip of the knife place the water goblet. 6. In the middle of the bnb plate and the cutlery add the napkin.

Clearance of the table
When the guest have finish eating and they have left the restaurant, I cleared the table, removed all the dirty dishes and items and then reset the table. When the guest are still eating if they ask for a dish to be remove or they have finish one course and are going on to the next I clear those dishes and items. If they are still eating but finished one course and are going on to the next if the table looks dirty then we crumb it. After removing the dirty dishes I placed them on the clearance tray at the side station to be taken to the back area for washing.
Clearing Side Station
There is a tray at the side station for the clearing of the table. All the dishes and items from the table goes to the tray at the side station and then someone clears it to the back area to be washed, when taking dishes to the back different dishes go in different places.
The coffee shop has its own back area where all its cutlery and dishes and teas and coffee are kept and where teas and coffees are made. In the kitchen there is a place for washing of the dishes. In the coffee shop when you take the dishes to the back area after going to the back area you sort the dishes some stay in the back area like the cutlery, the small plates, the water goblets, juice glass, wine glass, any types of glass and cups, coffee cups, demitasse, coffee pot, tea pot, bowls and the rest like the bnb plates and the dinner plates and the serving dishes and other types of dishes get send to the wash area for washing.
Washing and Drying Dishes and putting them on the Side Station
Normally in the back area there are big tubs for putting dirty dishes and we put them there so they don’t get mixed up with other restaurants dishes or other dishes. There is one tub for the cutlery and a other tub for the coffee and tea dishes and for the plates and bowls and a cup rack for the glass like the water goblets and the juices and wines. When the tub get full that there is no space for more dishes then we take the tub to the washing area to be wash then we bring back the tub with the clean dish and we dry them and put them in the side stations. But some time there are lots of guests and there is not a enough cutlery or water goblets or plates so we have to wash them our self’s in the back area not send them for washing in the wash area. If we want to wash quite a lot in the back area them we fill the tub with hot water and let them sit in the hot water for a while, then we take it out of the hot water one by one and dry it and put it on the side station. If we want to wash just one or two then there is a machine with taps one tap is for hot milk and a other tap is for hot water we places the dirty dish under hot water and the hot water cleans it and then we dry it.
About the buffet
At the Windsor Manor Hotel they have a buffet everyday for Breakfast, Lunch and Dinner and on the weekend they have a Brunch buffet the buffets all happen at the Coffee Shop called Raj Pavilion. On a weekday it’s a regular buffet which serves Indian, Continental, Italian, Chinese, cold salads, cold meats and cheeses and fruits and deserts and coffee and tea, for the lunch and dinner buffet.
The breakfast buffet its continental, Indian and Chinese and cheeses and cold meats. And they have live buffet counters which make Eggs and Dosa. They also serve tea and coffee and juices.
On Sunday instead of a lunch buffet they have brunch buffet which goes on longer then the lunch buffet which happens on weekdays and there are different package for the brunch buffet one is buffet with champagne and another is without champagne. Guests enjoying the Sunday brunch can sit in either of the two restaurants or in the pub next to the coffee shop.
The Sunday brunch also as a live band play every Sunday and entertainment for kids so the guest who come to have brunch can relax and enjoy while their kids are entertain at the kids corner. In the brunch buffet they serve Indian, Continental, Italian, Chinese and cold salads and cold meats and cheeses and fruits and deserts they also have live counters which make different things each Sunday and some items are the same every Sunday, the same item which the live counter makes every Sunday is Shawarma rolls which is a Middle Eastern speciality, dim sum and some Chinese fried stuff and the live counters of food which is different each Sunday, like chicken rolls and paneer rolls, cutlets and kebabs. Guests can also order drinks if you like. And after your meal if you like they serve tea and coffee which comes with the buffet. The breakfast buffet has dishes like different types of cereals, sausage, pancakes, French toast, bacon, toast, Indian food like idli, vada, sambar, red, white and green chutney. And some Croissants, hard rolls, soft rolls, Danish pastry, muffins, mutli grain breads. Some of the different foods that the lunch and dinner buffet has is pesto pasta, baked vegetables, chicken curry, vegetables dum biryani, chicken, lamb, mutton dum biryani, palak paneer, dal makhani, white rice, brown rice.
At each buffet whether it’s on a weekday or a Sunday brunch comes with four different kinds of Chinese and Indian starters, two vegetarian and two nonvegetarian from the Indian kitchen and the same from the Chinese kitchen. Every time a guest comes into the coffee shop to eat once he is seated you ask would you like starter if they said yes you ask veg or non veg or both or Chinese or Indian or both then you go to the respected kitchen and get the starter and keep it on their table and if they request more then you get more. The starters aren’t served at the buffet but are a part of the buffet package. When the guest is done eating if they ask for tea or coffee you serve it. The tea and coffee is a part of the buffet package.
Buffet is setup in an elaborate manner starting from soup with three different types of croutons and different types of breads and buns, then there’s the salad, cold meats, cheeses and fruits. In main courses first is continental dishes four veg dishes and one non-veg dishes, then five Indian dishes, one roast of pork or lamb or beef or chicken and veg dum bryani and chicken or mutton or lamb dum bryani with two different types of raita. Then dessert counter has ice-cream in a bowl or a cone people can choose which one they want and there is four types of ice-cream and there are toppings for the ice-cream like chocolate sauce, chocolate chips, strawberry sauce, marshmallow, cashew nuts, raisin. There is also various amounts of Indian and western desserts with a fruit platter and different types of Chocolates.
Food pickup
This is done before breakfast, lunch and dinner buffet to bring in the food from the various kitchens like continental from the continental kitchen , Chinese from the Chinese kitchen, Indian from the Indian kitchen, South Indian from the south Indian kitchen, food is usually picked up in a trolley and is arranged in the buffet at the restaurant with its name tags
In the buffet there is one section of the buffet where all the soups and breads are kept a other section for the main course first the continental then the next section of the line for the Indian, then a other section for the salads, cold meats, cheeses, fruits and papads. There are two side in the salad and cold meat section one side for the veg and a other side for the non-vegetarian, a other section for the Indian vegetarian curries and in the same section goes the veg and non-veg bryani.
Replenishment and clearance of buffet when a items from the buffet is getting low you should go to the respected kitchen and order it and then take it out and place it in the buffet counter, when clearing the buffet you get a trolley and keep all the items from the buffet on the trolley and keep it at its respected kitchens. Some items get thrown away like the main course and some of the desserts the rest go to the bakery and the salads and cold meats to the garde manger. And the breads to the bakery.
Giving the bill
The cashier makes the bill and puts it in the folder and then you give it to the guest and the guest put cash or his card in side then you give it back to the cashier.
Get food and KOT
KOT is Kitchen Order Ticket.
When the guest orders something to eat or drink, like a beer, a coffee or tea, dosa or roti’s, immediately the order is given to the kitchen through the machine called micro which is called KOT. Then someone goes to the kitchen and see if the order is ready and pick it up and gives it to the guest.
Hostess
Hostess job is to stand in front of the entry to the Coffee Shop so when the guest come they can greet them and seat them at the table. When the phone rings they answer it and say, “Raj Pavilion, how may I help you?”, and they have a book next to them so when the person on the phone wants to reserve a table they write down all their details like their name and number of guests and what is the occasion. When the guest comes to the Coffee Shop the hostess greets them, asks them for a seating preference and then takes them to the table and seat them.

Cuisine served in the different restaurants
There are 4 restaurants and one pub in the Windsor Hotel.
The Coffee Shop called Raj Pavilion serves soups, salads, kebabs, main course dishes from multiple cuisines like Indian, Continental, Oriental cuisine and a lovely spread of Indian and Western desserts, it has a breakfast, lunch and dinner buffet everyday and it also serves a multi-cuisine a la-carte menu, The Coffee Shop has 92 covers, its open 24 hours a day.

Raj Pavilion
Dum Pukht Jolly Nabobs is a fine dining restaurant which serves Indian cuisine.
It has a Braille menu for the blind and does not allow children under 12, The Jolly Nabobs has 62 covers, its open from 7:30 PM - 11:30 PM.

Dum Pukht Jolly Nabobs

Royal Afghan serves India’s North West Frontier cuisine, The menu offers a wide choice of kebabs, vegetarian dishes, Indian breads and the famous Dal Bukhara. The Royal Afghan has 72 covers, Its open from Lunch- 12.30 p.m. to 2.45 p.m (Saturdays and Sundays). Dinner 7.30-11.30 p.m Daily.

Royal Afghan
Dakshin serves delicacies from across Kerala, Tamil Nadu, Andhra Pradesh and Karnataka, Dakshin presents a rare menu of Southern Indian cuisine. The Dakshin has 84 covers, Its open from 12:30 pm – 2:45 pm 7:30 PM - 11:30 PM.

Dakshin

Dublin is an Irish Pub, which serves beverages like single malts, blends, wines, mixes and cocktails, and snacks. Some of the bervages that the Dublin serve are Jacob’s creek, champagne, cocktails, kingfisher beer, Irish Guinness Beer, Gin, Malibu, Bacardi, chivas regal, vodka, grey goose, Jack Daniel's. some of the snacks that Dublin serve are shepherds pie, chicken tikka, paneer tikka, fish and chips, French fries. The Dublin Bar has 112 cover, its open from 6:00PM - 1:00AM.

Dublin
Type of Cutlery, Hollwware and flatware used in F and B service - brands
The types of cutlery, glasses, flatware used in the Coffee Shop are cutlery: butter knife, regular knife and cheese knife. Flatware : regular spoon, regular fork, and dessert spoon. Glasses: water goblets, white wine glass, red wine glass, beer mug, champagne saucer, pony tumbler, long glass napolion glass. These are the following brand names of cutlery, glassware and crockery, the cutlery brand name is WMF, the glassware brand name is Arcroc and the crockery brand name is Bonechina, Tata.
Equipment used in the Coffee Shop
To make coffee’s they use a machine from Italy called La’martzocco, It make’s cappuccino and espresso. The machine which prints bill for the guest and make’s the KOT is called Micros system.
The types of Tea’s and Coffee’s used in the Coffee Shop and some brands
The Tea’s and Coffee’s used in the Coffee Shop and some brands are Newby Tea, Earl grey, lemon tea, green tea, English breakfast tea, assam tea, darjeling tea. Illy Beans (it is arabita coffee beans which cost 11,000 for one contain.) Freshly brewed Coffee, espresso, cappuccino, café latte. It is served in a tea cup with a teaspoon, milk is given in a different mug and its served with sugar free and normal sugar and brown sugar and a biscuit. The espresso is served in demitasse.

Food Production
Layout of the kitchen
When you first enter the kitchen on the right side is the store room where the teas and the Tropicana juices and the water bottles and other supply are kept.Then when you enter a other door of the kitchen on the left is the back area for the Coffee Shop where all the dishes get washed and clean and dried and all the teas and coffee’s are made then on the right is continental kitchen after continental kitchen comes Chinese kitchen then the washing area where all the dishes from all the kitchens and restaurants get washed. then if you take a left from the washing area you will see a separate area which is south Indian kitchen where all the south Indian foods are cooked.Then on your left is the room service department. Them on your right is the pantry where all the juices and food items like garlic bread, sandwichs, toast, breads, get prepared and served to the guest upon request. and garde manger is next to the pantry and that is where the cold meats and salad are prepared and store in refrigerate until need to put out for the buffet. Then on your left is the executive chefs room, then on the right is a room where the other chef’s sit. Then on your right is the Indian kitchen and the tandoor section. Then later on comes the Bakery on the right and the left is the Chocolate room.
List all the sea food observed
In Windsor they serve sea foods like prawns, oysters, shrimps, fish.
Leftover food
Most of the food is thrown into the garbage like the main course and some dessert which can not be kept because it wont last very long it will get old and moldy. But the other stuff like the cold meats and the salads and the cheeses the papads and other desserts and the breads get send back to the respected kitchens like desserts to the bakery and the breads to the bakery and the cold meats and the salad and the cheeses to the garde manger, and the papads to the South Indian kitchen. so it can be used again.
Fresh juices served at breakfast
For breakfast they serve watermelon, orange, and sweet lime.
Egg preparation for breakfast
Plain Omelettes, cheese omelettes, stuff omelettes with stuff like onion, cheese, ham, tomatos. Sunny side up, fried egg and scrabble egg.
Different sweets made
Different sweets made are Gulab Jamun, Ras Malai, Gajal Halwa, Paysam.
Different bakery products produced for breakfast
Different bakery products used for breakfast are Croissants, hard rolls, soft rolls, Danish pastry, muffins, mutli grain breads.

Front Office
Classify the hotel under Category/type of hotel
The Windsor is a Luxury Collection 5 Star Hotel. It’s a Responsible Luxury Hotel Which means its ECO Friendly and it won this award : ITC Windsor is the first hotel in South India to have been awarded the prestigious Platinum certification under the Leadership in Energy and Environmental Design (LEED®) certification program.
List of services provided
At the Windsor the different services provided are 24 hour butler service, travel desk, parking, doctor on call, Laundry, dry cleaning, baby sitting, currency exchange, wake up service, spa, hair and beauty services.
Room Tariff
Room Type Single Double
Executive Club 15,000 16,500
Manor Room 16,000 18,000
The Towers 18,000 19,500
ITC One 25,000 26,500
Manor Suite 40,000
Presidential Suite 200000

Housekeeping
Types of rooms
There are 240 guest rooms and suites in the Windsor Hotels
Presidential Suite
A 1740 sq ft expanse of bliss characterised by an elegant expression of Raj Era luxury, the Presidential Suite at ITC Windsor offers a stylishly lavish abode of comfort and indulgence to our distinguished guests. the Presidential Suite features a kitchenette, dining room, bar, living room with two distinct seating areas, a library, a king size bedroom and a balcony connected to the dining room that can seat up to four people.
Presidential Suite privileges:
• In-room check-in
• Personal Butler
• Luxury Hours
• Complimentary usage of Health Club excluding Massage
• 30 minutes Internet access in the Business Centre
• Four Pieces of Complimentary Laundry
• Personalised Stationery, Bookmarks and Postcards
• Personalised Baggage Tags
• Bowl of Dry Fruits & nuts
• Seasonal Fruit Basket
• Cheese Platter, Cheese Straws and Cookies
• Hand Crafted Chocolates
• Chef's special turn down amenities
• iPod docking station
• In room fax
• Essenza Di Wills personal care products
• DVD player

Presidential Suite

Manor Suites
Luxuriously proportioned, well appointed lavish accommodation for corporate leaders, access to a range of exclusive services, the Manor Suites also offer the privilege of the attentive and efficient services of a personal butler.

Manor Suite privileges:
• In-room check-in
• Personal Butler
• Luxury Hours
• Complimentary usage of Health Club excluding Massage
• 30 minutes internet access in Business Centre
• Four Pieces of Laundry Complimentary
• Personalised Stationery, Bookmarks and Postcards
• Personalised Baggage Tags
• Seasonal Fruit Basket
• Cheese Straws, Cookies and Hand Crafted Chocolates
• Chef's special turn down amenities
• In room fax
• Bose system (FM)
• DVD Player

Manor Suites
ITC One the ITC One rooms offer the perfect accommodation for corporate leaders.

ITC One privileges:
• In-room check-in
• Personal Butler
• Luxury Hours
• Complimentary usage of Health Club excluding Massage
• 30 minutes internet access in Business Centre
• Four Pieces of Complimentary Laundry
• Fruit Platter
• Cheese Straws, Cookies and Hand Crafted Chocolates
• Chef's special turn down amenities
• In room Fax
• Bose System (FM)
• DVD Player
• Complimentary usage of board room for upto 3 hours

ITC One

Executive Club
Executive Club rooms at ITC Windsor offer refined luxury with a complement of warm and efficient services along with state-of-the-art amenities befitting to a 5 star luxury hotel inone of India’s fastest growing metropolitan cities. Defining standards in corporate hospitality in Bengaluru, these rooms have been designed to cater to the needs of the discerning global business traveller.
Executive Club privileges:
• Complimentary usage of Health Club excluding Massage
• 30 minutes internet access in the Business Centre
• Cut fruit platter on request
• Dual line telephone with data-port and internet connectivity through wi-fi & LAN in the room
• Inroom tea-coffee maker

Executive Club

Tower Rooms
The ideal accommodation for business travellers, the Towers privileges include three hours of complimentary usage of the business centre boardrooms.

The Towers wing of the hotel also houses the Lancelot Rooms on the 23rd floor which open out to your own private rooftop garden – the Lancelot Gardens.

Tower Room privileges:
• Floor Butler
• Breakfast at the Raj Pavilion
• Luxury Hours at the Atrium lounge
• Complimentary usage of Health Club excluding Massage
• 30 minutes free internet in Business Centre
• Fruit Platter

Manor Rooms
A select number of Manor Rooms allow you access to your own private rooftop garden – the Lancelot Gardens.

Manor Room privileges:
• Complimentary usage of Health Club excluding Massage
• 30 minutes free internet in Business Centre
• Cut fruit platter on request
• Inroom tea-coffee maker
• Happy Hours with an exclusive offer from 1800hrs to 2000hrs
• Dual line telephone with data-port and internet connectivity through wi-fi & LAN in the room
Manor Rooms

Eva Floor
Part of our effort to make our lady travellers feel pampered and secure is the facility of a completely exclusive ladies-only floor.

Expressing the distinct ambience of regency grandeur that effortlessly combines refined elegance with superlative services, and luxuriously appointed for a stay that is more than just comfortable, the plush Eva rooms on this floor are attended to by an exclusive team of dedicated lady associates.

Eva Floor privileges:
• Complimentary usage of Health Club excluding Massage
• 30 minutes Internet access in the Business Centre
• Cut fruit platter on request
• Enhanced security features - Video phone, Lady Security, Telephone screening

Conclusion
My 30 day internship at Winsor Manor was a great learning experience I now feel confident and aware of procedure, process and tasks. I was able to interact daily with guests and with Winsor Manor Staff. I look forward to learning more and understanding the industry better.