"HOTEL INDUSTRY INTERNSHIP"

Submitted in partial fulfillment for the award of the degree of

Bachelor Of Science In Hospitality Studies (B.Sc-HS)

(Under the University of Mumbai)

Submitted by:
HARSHALA BHUSHAN PATIL
3rd & 4th SEMESTERS OF B.Sc. (HOSPITALITY STUDIES)
FOR ACADEMIC YEAR 2021 – 22

Under the guidance of

Prof. RITESH CHALKE

NALANDA EDUCATION FOUNDATION SANCHALIT

DR BABASAHEB AMBEDKAR COLLEGE OF ARTS, SCIENCE & COMMERCE
S.Y B.Sc HOSPITALITY STUDIES

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 CERTIFICATE

This is to certify this project titled "HOTEL INDUSTRY INTERNSHIP" is successfully completed by
Mr. HARSHALA BHUSHAN PATIL IV Semester, in partial fulfillment of Bachelor Of Science In
Hospitality studies recognized by the University of Mumbai for the academic year 2021-2022 through DR.
BABASAHEB AMBEDKAR COLLEGE OF ARTS, SCIENCE & COMMERCE. This project work is
original and not submitted earlier for the award of any degree / diploma or associate ship of any other
University / Institute.

Principal Project Guide

DR. NITIN NAMDEV KADAM Prof. RITSH CHALKE

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 DECLARATION

I hereby declare that this project report submitted by me to DR. BABASAHEB AMBEDKAR COLLEGE
OF ARTS, SCIENCE & COMMERCE is a bonafide work undertaken by me and it is not submitted to
any other University or Institution for the award of any degree diploma / certificate or published any time
before.

Name: HARSHALA BHUSHAN PATIL

Date:
(Signature of the student)

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 ACKNOWLEDGEMENT

I am extremely grateful to the University of Mumbai for having prescribed this project work as a part
of academic requirement in ‘DR. BABASAHEB AMBEDKAR COLLEGE OF ARTS, SCIENCE &
COMMERCE S.Y B.Sc HOSPITALITY STUDIES.

I wish to express a special thanks to my project guide “Prof. RITESH CHALKE”, without whose guidance
the project may not have taken shape.

Finally I would like to thank all those who have directly or indirectly helped me towards the execution of this
project with full sincerity.

Sincere thanks to all.

Principal Project Guide

Dr. DR NITIN NAMDEV KADAM Prof. MANDAR YELGAONKAR

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 INDEX

RESEARCH METHODOLOGY
3RD/4TH SEM B.SC HOSPITALITY
STUDIES

TIME
Sr.No. MODULE REQUIRED
TO
COMPLETE
Unit 1 Unit 1.Introduction to Research 4.5HOURS
Methodology
 Meaning of Research,
 Objectives of Research,
 Motivations in Research,
 Types of Research,
 Research Approaches,
 Significance of Research,
 Research Process,
 Criteria of Good Research.

Unit 2 Unit 2:Research design 4.5HOURS

 Meaning, Definition, Need &
Importance, Steps in research
design
 Essentials of a Good research design
 Types of research design
Unit 3 Unit3. Defining the Research Problem and 4.5HOURS
hypotheses
 Defining the research problem,
Formulation of the research hypotheses,
The importance of problems and
hypotheses
 Delimiting the research problem
and Identification of Research
problem
 Thinking like a researcher –
Understanding Concepts, Constructs,
Variables, and Definitions
Unit 4 Unit 4. Sampling and Tools for Data 4.5HOURS
Collection

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  Definition and meaning of sampling,
Methods of sampling
 Types of data and source - Primary and
Secondary data source
 Methods of Collection of primary
data through Questionnaire,
Observation, Interview, Survey, Case
Study and Focus Group Discussion
 Methods of Collection of secondary
data through books, published
sources, unpublished personal source,
journals published, newspaper articles
and websites.

Unit 5 Unit 5. Data analysis and Interpretation 4.5HOURS

 Analysis of data Meaning, Purpose and
Types
 Interpretation of data - Essential,
importance and significance of
processing data

Unit 6 Unit 6.Writing Research Report 4.5HOURS

 APA Format and style of report writing
 Review of related literature and its
implications at various stages of
research. (Formulation of research
problem, hypothesis, interpretation
and discussion of results).
 Title page, Abstract, Introduction,
Methodology, Results, Discussion and
conclusion, suggestions and
Appendices
 Citation of References and
Bibliography.
Unit 7 Unit 7: Topic Discussion & Allocation of 3HOURS
Guide/Supervisor

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 ABSTARCT

The hospitality industry, from which hotels are a main part, is service intensive and
consequently relies heavily on its human resources. For a whole hotel to operate smoothly, it
needs the involvement of staff of all departments: from the departments directly dealing with
guests like Front Office, Housekeeping, Food and Beverages to back-office departments such
as Accounting or Engineering. How their works is Training is managed directly impacts to
the service, thus to the guests’ satisfaction an essential and inseparable part of the human
resources management, especially in this industry. Though an employee once recruited into a
specific position is expected to best suit the job description, training acts as a strategic tool to
implement the differentiation strategy by creating a team of high quality staff to provide an
exceptional level of service and to meet the guests’ expectations. Studies have shown that
training has been linked to improved self-esteem, reduced turnover, better product and
service consistency, higher guest satisfaction, reduced business costs, the use of new
technology, greater ability to meet the needs of a target market, more qualified employees,
increased self-awareness, improved attitude, more teamwork, The purpose of this.

Greater job satisfaction and greater organizational commitment study is to explore the
criteria of effective training in five-star hotels and identify the impact of effective training on
skills of hotel staff, performance of the hotel staff, productivity of the hotel staff and cost
reduction. The methodology undertaken in this study is quantitative in nature and with the
use of questionnaires to collect the data from study sample. The study also reached a series of
important results about impact of effective training on skills, performance, and productivity
of hotel staff and also its impact on cost reduction. The study provides a set of
recommendations for managers of hotel establishments and human resources management
and employees about the importance of effective training and its impact in achieving positive
results for hotel staff and increase productivity and customer satisfaction.

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 INTRODUCTION OF MUMBAI

Mumbai also known as Bombay, the official name until 1995) is the capital city of the
Indian state of Maharashtra. It is the most populous city in India and the ninth most populous
agglomeration in the world, with an estimated city population of 18.4 million. Along with the
neighbouring regions of the Mumbai Metropolitan Region, it is one of the most populous
urban regions in the world and the second most populous metropolitan area in India, with a
population of 20.7 million as of 2011. Mumbai lies on the west coast of India and has a deep
natural harbour. In 2009, Mumbai was named an alpha world city. It is also the wealthiest
city in India, and has the highest GDP of any city in South, West, or Central Asia. Mumbai
has the highest number of billionaires and millionaires among all cities in India.

The seven islands that came to constitute Mumbai were home to communities of
fishing colonies. For centuries, the islands were under the control of successive indigenous
empires before being ceded to the Portuguese and subsequently to the British East India
Company when in 1661 King Charles II married the Portuguese Catherine of Braganza,
and as part of her dowry Charles received the ports of Tangier and seven islands of
Bombay.
During the mid-18th century, Bombay was reshaped by the Hornby vellard project, which
undertook reclamation of the area between the seven islands from the sea. Along with
construction of major roads and railways, the reclamation project, completed in 1845,
transformed Bombay into a major seaport on the Arabian Sea. Bombay in the 19th century
was characterized by economic and educational development. During the early 20th century
it became a strong base for the Indian independence movement. Upon India's independence
in 1947 the city was incorporated into Bombay State. In 1960, following the Sanyukta
Maharashtra movement, a new state of Maharashtra was created with Bombay as the
capital.

Mumbai is the financial, commercial and entertainment capital of India. It is also one
of the world's top ten centres of commerce in terms of global financial flow, generating
6.16% of India's GDP and accounting for 25% of industrial output, 70% of maritime trade in
India (Mumbai Port Trust and JNPT), and 70% of capital transactions to India's economy.
The city houses important financial institutions such as the Reserve Bank of India, the
Bombay Stock Exchange, the National Stock Exchange of India, the SEBI and the corporate
headquarters of numerous Indian companies and multinational corporations. It is also home
to some of India's premier scientific and nuclear institutes like BARC, NPCL, IREL, TIFR,
AERB, AECI, and the Department of Atomic Energy. The city also houses India's Hindi
(Bollywood) and Marathi film and television industry. Mumbai's business opportunities, as
well as its potential to offer a higher standard of living, attract migrants from all over India,
making the city a melting pot of many communities and cultures.

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List of Tourist Spots of Mumbai:

Mumbai doesn't have as many historical attractions as some places in India, but its
multitude of unique and interesting sights more than compensates. You'll find everything
from beaches to Bollywood.

 Gateway of India :
Mumbai's most recognized monument, the Gateway of India, was constructed
to commemorate the visit of King George V and Queen Mary to the city. The looming
Gateway is designed to be the first thing that visitors see when approaching Mumbai
by boat. It's also a popular place to start exploring Mumbai. These days the
atmosphere around the monument resembles a circus at times, with numerous vendors
peddling everything from balloons to Indian tea.

Location: On the waterfront in Colaba, south Mumbai. Opposite the Taj Palace and
Tower Hotel

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 Heritage Buildings:
Mumbai has some captivating heritage buildings where you can marvel over
staggering examples of intricate colonial architecture. Some of the best are the
Gothic looking Prince of Wales Museum in the Kala Ghoda art precinct, Victoria
Terminus (CST) railway station, the Bombay High Court and the buildings of
Horniman Circle in the Fort area. The feature of Horniman Circle is its huge gardens,
which provide a welcome respite from the hustle and bustle of the city. Also have a
wander past the historic 18th century homes in Khotachiwadi village.

Location: In and around south Mumbai

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 Kala Ghoda Art Festival
Kala Ghoda, meaning "Black Horse" in reference to a statue that was once
located there, is Mumbai's cultural center. This crescent-shaped stretch is home to
Mumbai's best art galleries and museums. It's also filled with cultural spaces,
including some wonderful pavement galleries. Stroll around at leisure, but be sure to
visit the acclaimed Jahangir Art Gallery. Every year in February, the Kala Ghoda
Association hosts a nine day Kala Ghoda Arts Festival, which is interesting.

Location: Between the Fort and Colaba, in south Mumbai

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 Markets and Bazars:
From the multitude of colourful pavement vendors that line Colaba Causeway,
to the fascinating Chor Bazaar Thieves Market, Mumbai is full of interesting places to
go street shopping. Stock up on attractive souvenirs at Colaba Causeway, delight in
cheap shoes and clothes at Linking Road, scour the narrow alleyways of Chor Bazaar
for antiques, and sample the fresh food and spices while marvelling at the architecture
of Crawford Market.

Location: Colaba Causeway, Linking Road in Bandra, Crawford Market

near Churchgate, and Chor Bazaar on Mutton street (opposite Shafi Masjid).

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 Juhu and Marine Drive Chowpatty Beaches:
At the end of a tiring day of sightseeing, relax with the locals on the beaches
of Juhu and Marine Drive, and watch the sunset. If you're feeling adventurous, you'll
also be able to feast on tasty snacks offered by the multitude of food stalls and mobile
food vendors. Favorites include roasted corn on the cob, bhel puri, Pani Puri and pav
bhaji.

Location: Exclusive Juhu is around 30 kilometres (18 miles) north of the city centre,
while Marine Drive Chowpatty is in central Mumbai, a short drive from the Gateway
of India

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 Mahalaxmi Dhobi Ghat
This massive open air laundry provides an unforgettable glimpse into the
inside of the city. Dirty laundry from all over Mumbai is brought here and
painstakingly hand washed by the dhobis (washer men) in the seemingly endless rows
of concrete troughs. The thousands of dhobis spend hours every day standing up to
their knees in water filled with chemicals, manually scrubbing and beating the dirt out
of each item of laundry.

Location: Next to Mahalaxmi railway station (the 6th station on the Western Line
from Churchgate), central Mumbai, Walk out of the station and turn left on the
bridge.

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 Mumbai Dabbawallas:
Dabbawalla, meaning a person who carries a container, is the term given to the
thousands of men responsible for transporting and delivering around 200,000 lunch
boxes of freshly cooked food to the city's office workers every day. This unique
concept was started to meet the needs of British rulers. However, it's now continued
on to service Indian businessmen who can't get home for lunch.

Location: Railway stations around Mumbai, particularly at Churchgate terminus in

south Mumbai

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 Haji Ali:
The imposing Haji Ali is both a mosque and tomb. It was built in 1431 by
wealthy Muslim merchant and Sufi saint Pir Haji Ali Shah Bukhari, who was inspired
to change the course of his life after going to Mecca. It also contains his body.
Situated in the middle of the ocean, Haji Ali is only accessible during low tide from a
narrow, 500 yard long walkway.

Location: Central Mumbai, just off the coast of Worli, not far from Mahalaxmi
railway station.

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 Bollywood
Mumbai is the centre of India's booming "Bollywood" film industry. The
architecturally resplendent Eros Cinema, adjacent to the Churchgate railway station,
is a great place to take in a Bollywood movie. Alternatively, it's possible to go on a
tour to the heart of the action in Film City. Or if you'd rather be in a Bollywood
movie than simply see the set of one, that's possible too!

Location: Film City is in Goregaon, in the western suburbs of Mumbai.

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 Caves and National Park:
In contrast to its millions of inhabitants and sprawling development, Mumbai
surprisingly also has a national park located within its limits. It's worth a visit just to
see the many ancient Buddhist caves, which have been hand carved into volcanic rock
there. More caves, dedicated to the Hindu Lord Shiva, can also be found on Elephanta
Island.

Location: Kanheri Buddhist Caves at Sanjay Gandhi National Park, in the suburb of
Borivali, 40 kilometres (25 miles) north of Mumbai city centre. Elephanta Island is 10
kilometres (6 miles) east of Mumbai (get a boat from the jetty at the Gateway of
India).

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 INTRODUCTION

The internship is an integral platform for anyone to gain experience in an actual

workplace. Thus, PSCI 4100: Internship is a good opportunity for students to learn, to gain
experience and also to make preparation. Men learn through experience, and a real life is full
of different kinds of experiences. We will encounter many difficulties and obstacles, and with
experiences we are expected to be able to encourage and complete the cleansing process.
Experience in my eyes is a very valuable thing in life because we need to be brave in taking
risks. It is also not something that we simply create, but we need to undergo through it. By
doing my internship in an actual workplace, it helps me to know and discover myself from
different angle. It also helps me to control and develop my attitude and behavior in dealing
with different kinds of people and situation.
I have decided to take the internship course to grab the golden opportunities to apply
theories and knowledge that I have in real working life setting Through learning in university,
I learned about theories but by doing internship, I learned the practicality approach on dealing
with a real world Even though it was not that much it still has profound results in some
aspects of my life. In some ways, through the internship, I also have learned that I am still
lacking as an individual and employee. Internship helps me to identify my weaknesses and
also my strengths. immanuel kant once said, "Experience without theory is blind, but theory
without experiences mere intellectual play." The other reason why I choose to take the
internship course is as a preparation for more challenging work environment and situation.
Our life in school and university is incomparable with working lie. A working life is very
challenging as it requires great effort, commitment, and abilities those are something that I
need to be prepared and trained to.

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LOCATION OF HOTEL SAHARA STAR

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 SAHARA STAR HOTEL, MUMBAI AIRPORT

Sahara Star, the flagship hotel of Sahara India Pariwar, is one of India’s most desirable
destinations. The 5-star deluxe hotel strategically located opposite Mumbai’s domestic airport
magnificently blends Indian mysticism and culture, while personifying the country’s
progressive spirit blending peerless hospitality with ultra-modern technology. Hotel Sahara
Star promises to enthrall the world with its magnificence, an architectural phenomenon, a
majestic landmark, a destination to be experienced in its entire splendor.

Creating a paradigm shift, Sahara Star showcases world largest-pillar-less-clear-to-sky

dome, an architectural landmark blending hospitality and entertainment to cater one of the
most individualized hospitality experiences. Complemented by India’s finest 4,000 sq ft
Marine Aquarium, abode to world’s only Private Dining Room inside a marine aquarium
exquisite marine lives, the Hotel weaves a dining facility amidst these aquatic wonders. The
world’s first ‘hemisphere’ three compound-curved custom designed all glass panoramic
elevators rising in the exotic 55,000 sq. ft tropical lagoon can be found nowhere else.

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In an ambience steeped in rich culture and superlative luxury, Sahara Sapphire, Mumbai’s
largest pillar-less multi-purpose event hall, gives an opportunity for every host to announce
their event to the world. Hotel Sahara Star boasts of its largest hall in the city with a floor
plate of 55,000 sq.ft, an impressive ceiling height of 25ft. Besides, reigned by contemporary
design, Jade Ballroom embraces a sombre play of elegance. With a capacity to host 1000
guests in its abundant space of 10,000 sq.ft. Jade’s pillar-less multi-function area with a
ceiling height of 18 feet is a captivating sight for every guest.

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Accommodation

Uniquely distinctive Sahara Star has 348 beautifully crafted, richly-styled guest rooms
including 25 most luxuriously appointed suites and 8 exotic food & beverage destinations
built around 4 thematic concepts. Here, the culture, mystique & hospitality of India blends
with modern facility & services to create the finest business-cum-leisure hotel of the country

Neptune Premier Suites

Opulence, abundance, extravagance – three things that define these extremely

spacious 1327-sq. ft. regal masterpieces. Luxuriously appointed, these suites each
comprising a living room, a dining room and two bedrooms, open up a whole new galaxy of
indulgences for a privileged few like you. If you prefer to relax after a busy day, the well-
stocked bar and the home theatre are available to give you company. If, on the other hand,
you fancy a refreshing shower, just head towards the bathroom fitted with a state-of-the-art
Jacuzzi, complete with a bathtub, shower cubicle with rain shower, glass partition with
motorized curtains. The furnished balcony overlooking the tropical lagoon sets perfect mood
for you to kick-start the day with a scrumptious breakfast or wind up with a drink or two
accompanied by soothing music.

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Neptune Suites (City-facing)

When tastefully designed interiors and prudently created modern amenities come
together, the result is often awe-inspiring; these city-facing suites are precisely that.
Expansive and spacious, these 1200-sq. ft. suites spoil you with choices to indulge with
roomy and airy living rooms, magnificent bedrooms with king-size beds besides exquisite
furniture and fittings. While you lose yourself in the picturesque cityscape, you can rest
assured of a memorable stay, perfected by walk-in wardrobes, impressive bathtubs, shower
cubicles with rain shower and more in every suite.

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Uranus Premier Suites (Lagoon-facing)

Experience the perfect blend of luxury and comfort as you step in to the Uranus
Premier Suites. Spreading across 1001 sq. ft., these splendid suites welcome you to elegant
living rooms thoughtfully divided into sitting and dining areas, thus creating a comfortable
ambience to entertain your guests. The king-size bed in the bedroom and a capacious balcony
overlooking the tropical lagoon make this an ideal choice for a relaxing evening. Extremely
well-planned bathrooms with bath tubs, shower cubicles, glass partition with motorized
curtains, a separate powder room in every suite take luxury to a new level.

Uranus Suites (City-facing)

Treat your eyes to the overwhelming views of the spectacular city in all its glory from
these 700-sq. ft. city-facing suites. While the well-appointed, attached living rooms are
inviting enough, the king-size beds in the bedrooms take you to a different planet of pleasure.
Besides boasting a choice of ambient lighting and media hub, every Uranus Suite comes
equipped with a bath tub and a separate shower cubicle. What’s more, the motorized curtains
that open to a sky view roof reveal the panoramic view of the city through the double-glazed
glass walls.

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Venus Premier Suite

Looking to indulge in unlimited luxury? Experience Venus Suites to pamper yourself

with endless indulgences. The massive 1100 Sq. Ft. suite hosts exclusive features paired with
unmatched hospitality. Be in company of stars with an open-to-sky glass roof for a romantic
rendezvous. There’s more! While reclined on leisure, get into ultimate luxury with the wet
deck that offers a panoramic view of the city. Relax and unwind to get an incredible
experience. Luxury multiplies with suites that are two-bay, which include a lavish living
room & attached bedroom. Relax and unwind with king sized beds, bathtubs, and separate
shower cubicles in each bathroom. Special spa beds add to your leisure and the exquisite
interiors fittings and fixtures give you the impression of ultimate luxury.

Venus Premier Room

Here’s a good time waiting for someone special. You. The stunning 550 Sq. Ft. Venus
rooms are designed to offer you unbending luxury with unparalleled hospitality. Have stars as
your companion with an open-to-sky glass roof for a romantic rendezvous there’s more!
While reclined on leisure, get into ultimate luxury with the wet deck that offers a stunning
view of the city. Relax and unwind to get an incredible experience. Rest in your lavish living
room and experience peacefulness with king sized beds. Exclusivity continues with exquisite
bathtubs, and separate cubicles in each bathroom. The interiors having high-quality fittings
and fixtures to give you an experience wrapped with luxury.

The Mercury Lagoon facing Guest Room

A haven of luxury & comfort, the Mercury guest rooms are contemporary in design.
With a king size bed, choice of ambient lighting & elegant interiors, this room features an
exquisite bathroom & elegant interiors with a spacious balcony to indulge in the serene view
of tropical lagoon.

The Mercury City Facing Guest Room

Sweeping the views of the rapturous city from its double glazed glass walls, Mercury
city facing guestrooms invites you to step into an experience that is unmistakably majestic.
With a king-size bed, stylish furnishing and pristine marble bathrooms, the rooms offer an
ensemble of relaxing comforts for business as well as other travel enthusiasts. With its
motorized curtains that open to a sky view roof, its panoramic view of the city from the
double glazed glass walls are a retreat to soothe frazzled minds. Outfitted with a separate
shower cubicle, a motorized curtain that folds to a clear sky view roof and other signature
offerings, Mercury City Facing Rooms revives the stay experience to become a partner of
your choice inadvertently.

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The Earth Guest Room

Overlooking the tropical lagoon, this guest room is furnished with either a king-size
bed or twin beds. This room opens to a balcony where the guest can enjoy a relaxing evening
& a spectacular view.

Dining

Flavors that tantalize the senses. Moments that creates an album of memories.
Experiences that add to life’s memoirs. 9 food & beverage destinations with 4 unique
concepts, 1 inimitable journey. We have an array of secret recipes for the thirsty traveler,
the Bon Vivant, the young & the restless, the bold & the beautiful and the corporate citizen
too. The hotel brings together a sumptuous array of delicacies from across the globe. Come
experience this culinary journey!

The Earth Plate – Global cuisine restaurant takes you on a gastronomical journey with a
variety of international delicacies to tickle every taste bud. The opulent interiors with modern
patterns and design, offers a casual as well as an elegant dining option.

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Namak – the Indian Specialty restaurant exudes the contemporary food, super luxe ambience
which takes the discerning taste buds on a delectable treat. With a menu reminiscent of the
Royal Kitchens of India, the culinary delights on offer create magic with fragrant spices
conjuring up a meal fit for a king

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East Asian Spice Trail abbreviated as EAST offer aficionados a rich experience of Pan
Asian cuisine in an ambiance resembling the culture of Asia. EAST is designed to give you
an authentic experience, its live stations and tepanyaki grills recreate the splendor of Asian
cuisine. Savor the mysteries of Asia from China, Thailand, Japan & other parts of South Asia
as the restaurant will embark you on a journey that has a high degree of homogeneity and
authenticity.

Mabruk – The Mediterranean, Winner of Best Lebanese Restaurant 8 Consecutive Years, by

Times Food Award sets the mood with its casual low seating on a wooden deck and a
spectacular view of the pillar less clear-to-the sky dome. Combining the sophistication and
subtleties of Mediterranean cuisines with the exotic ingredients of the Middle and Far East.

Manuhaar – The Taste of Tradition, A perfect melange of the Gujarat and Marwad
delicacies served in a single thali. Inspired by the simplicity of the people from the soil, the
interiors reflect the subtle taste of cultural authenticity. Cherish the gourmet delights of the
two states with the aromatic essence to soothe the craving for your soul food.
The Lagoon Lounge, set against a tropical backdrop, it features an exquisite range of tea &
coffee complemented by delectable Indian & Western savories.

28
The Bakery Shop features scrumptious desserts, savories and a selection of homemade
breads, is an ideal venue for a quick snack on the go or for that perfect cake for a grand
occasion.

Diwine – the Wine Cellar is the largest wine bank in the city, houses the finest wines from
across the globe. A haven for all wine sommeliers the menu offers exotic cheese and other
delicacies.

Ocean – The Private Dining Room – The world’s only Private Dining Room amidst India’s
largest marine aquarium, is a unique space covered by an aquarium on three sides. The PDR
is ideal for private dinners and soirees as well as special celebrations. Dine in complete
tranquility while being attended to by your personal butlers and being assured that your
privacy is secured courtesy the dedicated security personnel.

Business Center

Be it seminars, workshops, conferences or grand celebrations, Sahara Star’s banquets

is an ideal choice. The exclusive Business Centre serves as the ideal destination for business
deals. Five meeting rooms christened as Clubs, Spade, Hearts, Diamonds, and Kings offers
the state of the art audio visual facility, live broadcast and tele-video conferencing facilities,
with high speed Wi Fi internet connectivity and secretarial services at easy access.
Spa & Wellness Center
Juvana Spa and is Sahara Star’s distinctive spa and wellness property. Its heavenly space and
experienced hands knead stress out of your body and takes you closer to self. A plush
swimming pool with a built in Jacuzzi to experience ultimate leisure and a well-equipped
fitness centre to further enrich your rejuvenation experience.

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 The Vision transforms into reality, Sahara Star promises to enthrall the world with its
magnificent, an architectural phenomenon, a majestic landmark, a destination to be
experienced in its entire splendor. Sahara star will bring to life another first-of-its-kind in the
hospitality industry

30
 OWNER OF HOTEL SAHARA STAR

Subrata Roy (born 10 June 1948) is an Indian businessman who founded Sahara India
Pariwar in 1978.

Founder and Chairman of Sahara India Pariwar

Roy was named among the 10 Most Powerful People of India in 2012 by India Today.
In 2004, Sahara group was termed by Time magazine as 'the second largest employer in India
after Indian Railways. The group operates through more than 5,000 establishments spread
across India and has a workforce of around 1.2 million (both field and office) under the
Sahara India umbrella.

Subrata Roy was born in Bengali Hindu family in Araria on 10 June 1948 to Sudhir
Chandra Roy and Chhabi Roy. He studied at Holy Child Institute in Kolkata and later
studied mechanical engineering from Government Technical Institute, Gorakhpur. Roy
started his first business in Gorakhpur

Roy joined Sahara Finance, a struggling company, in 1976 that ran a chit fund and
took it over. He changed its financial model in 1978. Sahara is said to have used the financial
model of much older Peerless Group. They are termed residuary non-banking companies
(RNBCs) that accept deposits of very low amounts.

In the 1990s, Roy moved to Lucknow which became the base of his group. His Sahara
City project covering 217 self-sufficient townships was launched in the 1990s. From there, it
went on to become the largest conglomerate of India with a diversified range of business
interests. The company now has interests in financial services, education, real estate, media,
entertainment, tourism, healthcare, and hospitality.

31
 The Hindi newspaper Rashtriya Sahara was started in 1992. In the late 1990s, the
ambitious Aamby Valley City project near Pune was initiated. In 2000, Sahara TV was
launched which was later renamed Sahara One. In 2003, Sahara started three weeklies:
Sahara Time (English), Sahara Samay (Hindi) and Sahara Aalmi (Urdu).

In 2010, Sahara purchased the iconic Grosvenor House Hotel in London, and 2012 the
historic Plaza Hotel and Dream Downtown Hotel in New York City.

Sahara has a workforce of around 1.2 million including Salaried Employees,

Consultants, Field Workers, Agents & Business Associates, etc. In 2004, Sahara group was
termed by Time magazine as "the second-largest employer in India" after the Government-
run Indian Railways.

Sahara is said to have 9 crore plus investors and depositors, representing about 13% of all
households in India.

Roy has been planning to foray into online education (edunguru) in India, which is
targeted at small towns and villages. He has put a team in place which consists of members
from top universities and colleges across India, and even abroad. The route map of the
program has been prepared, and 14,000 hours of lectures has been developed for this.

In June 2019 Roy announced his foray into the automobile sector under the brand
name 'Sahara Evols'. The Sahara Evols venture will offer a wide range of electric vehicles
(EVs) along with advanced allied services.
Roy received an honorary doctorate in business leadership from the University of East
London (2013).

He also received the Business Icon of the Year award at the Powerbrands Hall of
Fame Awards in London in 2011.

He has been the ITA – TV Icon of the Year 2007. He has received the Global
Leadership Award in 2004.

Subrata Roy received Businessmen of the Year Award in 2002, the Best Industrialist
Award in 2002, Vishisht Rashtriya Udaan Samman (2010) by a daily from one of India's
top publication houses, Vocational Award for Excellence (2010) by Rotary International,
Karmaveer Samman (1995), Udyam Shree (1994), Baba-E-Rozgar Award (1992) and the
National Citizen Award in 2001.

He was awarded a general jury award by the Indian Television Academy Awards.

He has been also awarded with honorary degree of D. Litt. by Lalit Narayan Mithila
University, Darbhanga.

32
 Moreover, he has been featured regularly in the India Today list of 50 Most Powerful
People of India, since 2003.

In 2004, Sahara India was termed by Time magazine as "the second largest employer
in India" after Indian Railways.

In 2012, Roy was named among the 10 most influential businessmen in India by the
news magazine India Today.
Roy has propounded the corporate philosophy of 'Collective Materialism',[37] that
advocates collective growth through collective sharing and caring. He has given lectures
on the corporate philosophy propounded by him at Harvard University, IIT (Indian
Institute of Technology), IIM (Indian Institute of Management), Banares Hindu University
and many other institutions.

He has written the following books -

Shanti, Sukh: Santushti - 1994, Essays on peace of mind and happy living.
Maan, Samman, Atmasamman
Life Mantras - "Life Mantras" was released on 2 February 2016 in 5,120 public events
across India. The book is the first of the trilogy written by Roy. The book was the best seller
and was among the top 5 in the Nielsen BookScan bestseller chart for India for four
consecutive weeks. Life Mantras topped the chart by ranking number one and has become a
bestseller in the non-fiction category as tracked by Nielsen BookScan.
Think With Me - The second book of his trilogy was launched on 18 December 2016,
at the national 'Think With Summit'. The event proved to be a melting pot of ideas from
visionaries and thought leaders. This edition talks about the importance of leadership and
aligned all efforts towards the nation.
Legal issues Edit
Main article: Sahara India Pariwar investor fraud case
On 26 February 2014, the Supreme Court of India ordered the detention of Roy for
failing to appear before it in connection with legal dispute with Market Regulator - SEBI.In a
statement after the arrest, his lawyer said Roy's 92-year-old mother was in poor health and
needed "her eldest son" by her side, and hence he failed to appear at the court. As he failed to
appear in the court during the ongoing legal battle, Roy was held in custody in the Tihar Jail,
Delhi and is now out on parole since May 2016. Sahara was allowed to sell a part of its
assets in India to raise part of the money in question.

Roy has rejected allegations of misconduct and has alleged Indian National Congress
of witch hunt due to his opposition to Sonia Gandhi over becoming the country's prime
minister.

Initially he was granted interim bail by Supreme Court of India on 26 March 2014 on
condition of depositing ₹10,000 crore to the market regulator SEBI. His deposit of ₹10,000
crore has not been made. As of August 2014, Roy was trying to sell some of his hotel

33
properties to raise enough money. Roy was granted his first bail in May 2017 for four weeks
to perform the last rites for his deceased mother, later extended to 24 October. Since then he
has been successful in getting his bail extended on various grounds. As of 31 January 2019,
Sahara still had to pay ₹10,621 crore to meet its total liability.

Roy claims that the company's fundamentals are intact and assets are greater (3 to 5
times) than the liabilities. Sahara also has deposited ₹22,500 crores which will in due
course of justice come back to Sahara India as it has already repaid 95% of its investors.

The Securities And Exchange Board of India (SEBI) has repaid only ₹64 crore to
the investors since 2012. It is also been reported that Sahara has paid ₹725.97 crore as TDS
(tax deducted at source) to the Income Tax Departments on the interest which along with
investment was repaid to 95 percent of the investors, between 2009–2010 and 2012–2013.
The income tax authorities had found that the beneficiary investors were existent and
accordingly confirmed the repayments made in those particular years. One of Sahara's
arguments in the apex court revolves around the fact that if one government body has
found investors, why can't the other.

On 28 August 2020, two petitions were filed against the release of the Netflix
documentary Bad Boy Billionaires: India in the Bihar district court. The Bihar court passed
an interim stay order on the petition filed by Subrata Roy against the release of the
documentary on the Netflix platform. Following the stay order by the Bihar court, Netflix
threatened to move the Supreme Court against the court order for restraining the documentary
release.

34
 Subrata Roy's Aamby Valley

Sahara Group's luxury resort town Aamby Valley, which has been put up for auction
by the Supreme Court, has found just a couple of parties who have shown interest in the bid.

There are many steps in the auction process, but the first step for the bidder is to submit the
KYC details. Both parties approaching the bid are so far doing it in complete confidentiality
and, officials familiar with the matter have refused to disclose their names. However, it is
believed, that the bidders could be representatives of two separate consortium of investors
and corporates.

Earlier, the Supreme Court had rejected Subrata Roy's plea seeking more time to pay
the remaining amount and gave the go-ahead for the auction of group's Rs 37,392 crore
Aamby Valley properties. This despite, the Sahara Group claiming Royale Partners
Investment Fund Limited of Dubai had agreed to provide a loan of USD 1.6 billion against
security of 26 per cent shares of its Aamby Valley project.

The possible reason behind just two bidders showing interest in Aamby Valley
could be the price, according to real estate agents. Supreme Court had set the reserve price
of Rs 37,392 crore for the township spread over 6,761.6 acres near Lonavala in Pune
district.

What's in Aamby valley?

 The official liquidator has described Aamby Valley an "ultra-exclusive chartered
city" that includes timber chalets, modern villas, golf course, hospital, school and
airport, among other amenities
 Aamby valley boasts three manmade lakes and 11 Water Bodies

35
 It also has a private airport
 Waterdrome for amphibian aircraft
 18 hole floodlit Golf Course spread over 256 acres
 Individual villas, chalets and residences
 Fine dining restaurants, state-of-the-art recreational facilities
 International School Aamby (ISA), a premier residential school with boarding
facilities
 Aamby Valley also has a hospital called The Healing Touch
 There's a health club with gymanisum, swimming pool, sauna and steam
 Water sports including jet ski, speed boat, pontoon boat, pirate ship, towing
inflatable rides, waterfall safari, aqua bus
 12,000 sq ft Town Plaza with branded stores, movie hall, food courts, grocery stores
 The Aamby Valley Website also claims that the property has 10,000 acres of
open space

Who can afford to buy Aamby Valley?

Even though the reserve price for Aamby valley has been fixed at Rs 37,392
crore, Sahara group believes the market valuation of Aamby Valley is Rs 1 lakh crore.
It is pretty evident that it is due to the incredibly high price tag that the auction has
drawn just two bidders.

In fact, according to real estate consultants, no single real estate player in India
could be in a position to purchase such a huge property, especially because the real
estate sector has taken a serious jolt due to demonetisation.

According to a consultant speaking to PTI, the only possible buyers could be

from China or Japan even though there are a couple of cash rich industrialists in
India

36
who can afford such a price tag but have been so far away from real estate as a
business.

What happens next in the auction process?

There are several steps before the final auction takes place in Mumbai.
After the submission of the KYC documents, the bidders can make physical
inspection of the assets to be auctioned till September 20. Thereafter, bids would be
submitted in sealed cover with 15 per cent earnest money deposit with the official
liquidator till October 3.

The auction has been scheduled for October 10-11, while the top three highest
bidders would be initiated by email by October 17. The successful bidder would need
to deposit 50 per cent of the bid amount by November 17 and further 25 per cent by
December 16 and then the final 25 per cent by January 16.

37
 THE FIRST WORLD CLUB MEMBERSHIP

 SINGLE MEMBERSHIP (For individuals of 21 years and above)

 FAMILY MEMBERSHIP (For a couple and 2 children below 21 years)

 CORPORATE MEMBERSHIP (For 3 nominees with their spouses and 2

children below 21 years)

MEMBERSHIP PERIOD:

 1-YEAR MEMBERSHIP

 3-YEAR MEMBERSHIP

 5-YEAR MEMBERSHIP

COMPLIMENTARY ROOMS:

Earth/ Mercury Lagoon Facing at Sahara Star Supreme/Town Plaza cottages at

Aamby Valley City

 Single Membership - 04 rooms every year at Sahara Star / Aamby Valley City.

 Family membership - 06 rooms every year at Sahara Star / Aamby Valley City.

 Corporate Membership - 09 rooms every year at Sahara Star / Aamby Valley City.

38
 OBJECTIVE, METHODOLOGY, SCOPE, LIMITATIONS

Objectives:
• To know the role of each department of the hotel.
• To study the system and procedures used in each department.
• To study the inter-departmental co-ordination.
• To study the functioning of the hotel.
• To study the operational aspects of the hotel.

Methodology:
• Primary Data: Training system and procedures that each department uses and how
each department co-ordinates with other whilst spending time in each department.
Authorized personnel were also consulted for the study.
• Secondary Data: Many Books and websites have been referred during the preparation
of the project for studying the system and procedures of each department.

Scope:
• To study the accommodation and facilities provided by the hotel.
• To study the Food and beverage areas of the hotel.
• To study each department in detail and learn the day to day functioning of the hotel

Limitations:
• Many of the technical details and procedures have not been disclosed due to the
confidentiality agreement.
• The financial aspects of the hotel were not disclosed.
• All the aspects of each department couldn’t be studied due to lack of time of training.

39
 Guest Experience Strategy Overview

1. The development of the Guest Experience began in May of 2006.This initiative’s

main goal was to refine our current standards in order to better address our guest’s
individual.

2. It is due to the belief and trust in the employees that the standards have been able to
evolve.

3. Several meetings were held that included all of our company’s work groups
from employees up to Jim Fitzgibbon, President of Worldwide Hotel Operations.

4. The outcome of these meetings have produced this learning initiative of “The
Guest Experience” which is comprised of three components:

5. Get right: The first step in any interaction with our guests is to consistently execute
the standards, P&P’s, and sequence of steps.

6. Get me right: As we perform our service steps we need to know how to adapt to a
guest’s mood and situation.

7. Wow me if you can: For seasons’ employees are legendary for their wow service
stories. To create a wow moment, we must understand its definition: personalize the
guest’s experience beyond their expectation.

GUEST REVIEWS

Ratna Routh
5/5
Amazingly stunning. Lovely and luxurious. Each section is designed meticulously. Had a
lovely stay. Coffee shop was amazing and provides delicious food with extensive variety.
The complimentary breakfast is awesome with varieties available. You can have a gala
time inside the hotel premise only. And the live piano music was too good
It was a pleasant stay.. we went for breakfast they have wide spread of breakfast menu.. food
taste good everything seems fresh and good.. ambience was nice.. service was quick. Rooms
were clean and tidy. Generally we have seen shows happening Jewellery Iijs shows which
has very good security.. these shows have fine jewellery particularly also other shows are

40
conducted.. staff are very helpful and friendly.. This place is just opposite domestic airport
which is in vile Parle ..
Excellent ambience, staff assistance and easy check in check outs. Comfortable rooms. View
from the balcony is ecstatic. Proximity to the airport makes it super convenient ( just 5
minutes). Breakfast layout is also great. Overall an outstanding experience..
The hotel is good ambience-wise. But not so service wise. Reception is slow to respond and
more so forget to call you back. Rooms look good but the air inside feels suffocating. The
passages to the rooms are very dull and a stench in the air which suffocates. Food is nothing
special.. Usual menu same as one would find at other similar hotels. Overall an okayish
budget 5 star.

Harsha Malani
4/5
As overall experience it was a very good place to stay in for 2-3days, as the ambience was
very beautiful and the lagoon view is completely amazing.
But we are not satisfied from the service and food over there. Both these things were
seems as like of 3 star hotels not as of 5 star.

Arzan Dandiwala
5/5
Simply love the hotel, they have a service, an experience, and most importantly a feeling
compared to non other, they a class apart. I love the food, ambiance in all the restaurants
other than that, you can call it a second home not house as home is where the heart is. I would
ask everyone to experience the Sahara feel. All the best for the future and I'm glad to be a
part of you'll. The Sahara Parivaar
It’s a fine hotel but not worth the money paid.
Also please never use the spa. They are a bunch of money greedy amateurs.
They promised me a steam treatment and did not provide because someone else apparently
was using the steam room during our slot.
This is like going to check in to a hotel and not getting a room you reserved because there’s
someone else who didn’t vacate the room meant for you. They expected me to still pay the
full amount for the treatment even though they didn’t deliver what I expected and clarified
before starting the treatment.
I’m pretty sure they accepted money to “extend” the other guest’s steam room time but
they’re not saying it. Also the woman at the front desk flat out lied to my face that she didn’t
say the steam room was included in the treatment. It’s optional apparently and free. They
might as well say the massage is free and we are paying only to enter their premises and see
their faces.
This bad experience spoiled my whole stay at this hotel and I decided not to continue to stay
here for my vacation.

41
Hotel Sahara Star
4.5
Excellent
36,673 reviews
Rooms
3.5Stars
Location
4.8Stars
Service
3.0Stars

What guests are saying

"Indian, Chinese,Italian Pasta ,pizzas,sush, baked grilled fish .."
"Super service good food very cool place and nice staff"
"It's beautiful Place good interior...music Space gr8 experience"

Couples
4.0Stars

Families
3.8 Stars

Business
3.9 Stars

Solo
4.2 Stars

Goibibo.com
4.4/5 stars
2,251 reviews

Trip.com
4.5/5 stars
73 reviews

Ratna Routh
5/5
Amazingly stunning. Lovely and luxurious. Each section is designed meticulously. Had a
lovely stay . Coffee shop was amazing and provides delicious food with extensive variety.
The complimentary breakfast is awesome with varieties available. You can have a gala
time inside the hotel premise only. And the live piano music was too good

42
Ankita Gupta
5/5
It was a pleasant stay.. we went for breakfast they have wide spread of breakfast menu.. food
taste good everything seems fresh and good.. ambience was nice.. service was quick..Rooms
were clean and tidy. Generally we have seen shows happening Jewellery Iijs shows which
has very good security.. these shows have fine jewellery particularly also other shows are
conducted.. staff are very helpful and friendly.. This place is just opposite domestic airport
which is in vile Parle ..

Umanng Jain
5/5
Excellent ambience, staff assistance and easy check in check outs. Comfortable rooms.
View from the balcony is ecstatic. Proximity to the airport makes it super convenient( just 5
minutes). Breakfast layout is also great. Overall an outstanding experience..

Akash Gupta
2/5
The hotel is good ambience-wise. But not so service wise. Reception is slow to respond and
more so forget to call you back. Rooms look good but the air inside feels suffocating. The
passages to the rooms are very dull and a stench in the air which suffocates. Food is nothing
special.. Usual menu same as one would find at other similar hotels. Overall an okayish
budget 5 star.

Harsha Malani
4/5
As overall experience it was a very good place to stay in for 2-3days, as the ambience was
very beautiful and the lagoon view is completely amazing.
But we are not satisfied from the service and food over there. Both these things were
seems as like of 3 star hotels not as of 5 star.

Arzan Dandiwala
5/5
Simply love the hotel, they have a service, an experience, and most importantly a feeling
compared to non other, they a class apart. I love the food, ambiance in all the restaurants
other than that, you can call it a second home not house as home is where the heart is. I
would

43
ask everyone to experience the Sahara feel. All the best for the future and I'm glad to be a
part of you'll. The Sahara Parivaar

Shyam Santhanam
1/5
It’s a fine hotel but not worth the money paid.
Also please never use the spa. They are a bunch of money greedy amateurs.
They promised me a steam treatment and did not provide because someone else apparently
was using the steam room during our slot.
This is like going to check in to a hotel and not getting a room you reserved because there’s
someone else who didn’t vacate the room meant for you. They expected me to still pay the
full amount for the treatment even though they didn’t deliver what I expected and clarified
before starting the treatment.
I’m pretty sure they accepted money to “extend” the other guest’s steam room time but
they’re not saying it. Also the woman at the front desk flat out lied to my face that she didn’t
say the steam room was included in the treatment. It’s optional apparently and free. They
might as well say the massage is free and we are paying only to enter their premises and see
their faces.
This bad experience spoiled my whole stay at this hotel and I decided not to continue to stay
here for my vacation.

R Rahul
5/5
Sahara Star is a wonderful place to stay at.Only pros, no cons.1. The decor, ambiance, food,
service are too good. 2. The rooms are cozy, spacious, and well maintained. The view of the
earth lagoon is beautiful and soothing indeed!3. …

Kanishka Tripathi
2/5
a week ago on Google
I’ve been a loyal visitor of the hotel for the last 12 years. I book my stay at Sahara Star solely
based on nostalgia and my initial experiences. However, my first stay post the COVID-19
lockdown has been a very underwhelming experience. I also noticed that the hotel prioritises
wedding guests more than others for some unknown reason. The walls are paper thin and
there’s a lot of noise disturbance especially at night. The service has also become almost
average. Doesn’t feel like the luxury experience I was used to. Definitely my last stay here
and they’re losing a very valuable customer and they seem very relaxed about it considering
they never try to make any amends off the complaints.

44
Navdha Rajeshwar Singh
5/5
Buffet at Earth is simply amazing with my personal favorite being the deserts. The ambience
and the service of the hotel is fabulous enough to spoil you during the stay. I would love to
visit more often! ❤

Raj Joshi
4/5
It a perfect weekend holiday place to relax from the busy schedule. It's a cozy place to
rejuvenate. A must visit near the domestic airport. The staff is very friendly and the rooms are
perfect for a stay with family and friends

45
 REVIEW OF THE LITERATURE

Essentials

• Location: Outside the domestic airport Terminal 1B, right on the Western Express
Highway.

• Hotel website: saharastar.com

• Hotel phone: +91 (0)22 3989 5000

• Check prices for Sahara Star

Sahara Star -Extraordinary resort-style hotel, yet remarkably on the edge of a mega
airport.
A cross between a Bali resort (without the beach) and Vegas casino/hotel (without the
gambling), the Sahara Star is truly massive. Much, much more than just a transit hotel, rooms
are spread across terraced tiers facing colossal gardens not remotely possible at downtown
rivals. The standard rooms are colorful and well-appointed, but not overly spacious, while
some suites (named after planets) are sumptuous enough to feature jacuzzis or glass roofs.
The best are those featuring balconies overlooking the incredible layout within. As expected,
the amenities – from the tropical-style pool dotted with ‘islands’ to the outdoor fitness center
overlooking the ‘lagoon’ – are world-class. There’s even more: a private dining room inside
an aquarium! Incredibly, all of this is within a suburban area walkable to the domestic
airport, and yet it’s so quiet.

Sahara Star – The Location

• Address: Nehru Road, just off the Western Express Highway, in the northern
suburb of Vile Parle East. Adjacent to the domestic airport Terminal 1B (Santa Cruz).
• Area: Comparatively quieter and cleaner area of Mumbai packed with transit hotels
and high-rise office blocks. Most domestic flights actually leave from the
international terminal, so the area is rarely affected by plane noise.
• How to Get There: Less than 15 minutes by car/taxi from the international airport
Terminal 2 (which also handles most domestic flights, 5km), and even closer to
Terminal 1B (Santa Cruz), which caters to some budget domestic airlines. Get a taxi
at a pre-paid counter from either terminal, or arrange a pickup through the hotel.
The Andheri train station and connected metro station are 15 minutes (3km) away.
• Handy to: Domestic and International airport terminals.

46
Sahara Star – The Basics

• Guests: So close to both airport terminals, it attracts not only transit passengers, but
also business people who appreciate the space and gardens not found in the city
center.
• Views: Rooms facing inwards are quieter and feature balconies. These overlook the
gardens, ‘lagoon’, and all the cafés/bars lined along the circular path within the
grounds. Other rooms face the airport and streets, but windows are soundproofed.
• Kitchen: The 1-only Saturn Suite and Sahara Suite feature a kitchenette each.
• Private Pools/Jacuzzis: Some of the more expensive suites feature jacuzzis.
• How to Book: Booking.com will have the best rates.
• Phone: +91 (0)22 3989 5000
• Email: [email protected]
• Website: saharastar.com

Sahara Star – Amenities

• Pool: Surprisingly, not within the internal gardens, but adjacent to the whole
building.
Narrow and dotted with ‘islands’ of palm trees, reminiscent of a tropical beach resort,
but becomes crowded quickly. Bar and jacuzzi attached.
• Spa: Juvana Spa is as massive and opulent as the entire hotel. Traditional treatments
and highly-trained staff.
• Fitness Center: Uniquely positioned along the circular path within the hotel
grounds, and facing the ‘lagoon’ and gardens. Fully equipped.
• Other Facilities: Business Center. Laundry. Travel desk. Money-changing.
Boutiques.

47
Sahara Star – Food and Drink

• Restaurants: The Earth Plate – Eclectic selection includes Italian, Mexican, and
French cuisine. Famous for its teppanyaki ice-cream. Massive area, with bar attached.
Open 24 hours. Where buffet breakfast is served.
• Namak – Contemporary
Indian in both cuisine and décor, with attentive service and impressive layout.
• Manuhaar – Bright and cheerful setting, it’s renowned for authentic thalis (set
meals in steel plates).
• EAST – Cuisine from across Asia, including a teppanyaki station, and intriguing
décor. Open until after midnight.
• Mabruk – Casual setting alongside the ‘lagoon’ within the extraordinary gardens.
Award-winning Lebanese cuisine, and live music on most nights. Outside bar.
Dinner only.
• The Bakery Shop – Extensive selection of tasty treats, including pies and pastries.
• Bars: The Lagoon Lounge – Remarkable setting next to the manmade
‘lagoon’. Coffees, beers, and light meals.
• Diwine – Chic lounge (and shop) claiming to offer the largest wine collection in
Mumbai.
• Breakfast: Not normally included, but this may depend on the type of room and
how it was booked.
• Room Service: Available 24/7.

Sahara Star – Rooms

• Room Types: Mercury City Facing Rooms

• Earth Rooms
• Mercury Lagoon Facing Rooms
• Venus Premier Rooms
• Venus Premier Suites
• Uranus Suites
• Neptune Suites
• Saturn Suite (1 only)
• Sahara Suite (1 only)
• List of all Rooms
• Smoking Rooms: Some rooms allow smoking. Check when booking.
• Best Room: The signature 1-only Sahara Suite is indescribable: spread over 3
floors, with a private elevator, it offers more luxury than most could even dream
about.
• For Families: Some of the more expensive suites feature two bedrooms, while
many standard rooms have connecting doors.

48
Sahara Star – Local Transport

• Walking: Comparatively pleasant area for walking, but little of interest nearby for
tourists. The hotel gates face a lane packed with stalls and other facilities for local
workers. Crowded, but a fascinating slice of city life.
• Public Transport: Nothing of any use to tourists. The nearest Mumbai Metro
station is Western Express Highway (3km), but has limited connectivity till about
2023 when several other routes open.
• Taxis & Auto-rickshaws: The usual black-and-yellow taxis are oddly rare in the
immediate area. Plenty of auto-rickshaws along the road, and they usually use their
meters too. Rides can also be booked using Uber and Ola apps.

Sahara Star – What’s nearby?

Best nearby Restaurants & Bars

Not a great variety – mostly stalls selling street food. The only other options
are in nearby transit hotels. The premier selection is at The Orchid (250m away).
From the main gates of the Sahara Star, veer left and look for the turnoff. The
Orchid offers:
• Boulevard – 24-hour casual dining in the atrium with an unusual décor of canvas
and carpets.
• Mostly Grills – Mouth-watering kebabs and a colorful setting on the rooftop.
Dinner only.
• South of Vindhyas – Traditional vegetarian cuisine in a stylish setting with
fascinating murals.
• The Gourmet Shop – Coffee shop for tasty breads, cakes, and other pastries.
• Merlin’s Karaoke Bar – Also live music, and extended happy hours. Open until
3am.

Nearby Shops
A few shops for locals along the lane that faces the hotel gates, but nothing much
else.

49
 OBJECTIVE

As part of Hotel Sahara Star’s commitment in contributing to the well-being of the

communities in which they operate, Team Sahara embraces Corporate Social Responsibility
(CSR) philanthropy through extensive activities. At Sahara Star we realize that we are
playing a vital role in sharing and promoting the principles of CSR due to the growing
concerns of social and economic issues that surround us. CSR not only consists of doing the
right thing, but also to behave responsibly as an organization and encourage our employees to
follow the same values.

Thus, we at Hotel Sahara Star annually undertake opportunities and give back to the
society with various initiatives.
Hotel Sahara Star has joined hands with The Young Men's Christian Association
(YMCA) – Boys Home and SKAL Mumbai South 732 to extend their support to the
community by providing meals to the young boys. Through this CSR initiative, Sahara Star
aims to deliver over 60 meals one day a week to the YMCA boys’ home at Andheri. The
Young Men's Christian Association (YMCA) is one of the oldest and largest non-profit
community service organizations in India. YMCA Boys Home, established in 1964, having
destitute and boys from families unable to support them, provides the support base to enable
them a better future. The children are provided with overall development of body, mind and
spirit through various activities, interactions and programs.

Hotel Sahara Star believes in giving back to the society in partnership with Feed
India. In a prolonged activity the hotel will be providing food to ones in need. Feed India is a
nongovernmental organization that is working towards eradicating hunger and malnutrition
from India by providing the needy with nourishing food. The organization functions on a
digital model and takes requests via the Feeding India application. The Hunger Heroes from
the Feed India team collect food from the donor’s location and transport it to the donation
centre, wherein the food is eaten in the form of a celebration.

50
 A CULINARY EXPERIENCE ON THE GO.

Delectable meals can now be enjoyed to the comfort of your home. Sahara Gourmet
features a specially curated menu from its impeccable restaurants at the Hotel which offer
unmatched taste with the mark of safety. Choose from an array of authentic Indian, Pan Asian
and Global Cuisines. Not just that explore a diverse palette of dishes from Mediterranean and
Middle East and savour them without the need to step out. Specialties of lunch and dinner or
anything throughout the day are ready to be served 7 days a week. Once you order, every dish
is freshly prepared and handcrafted by our renowned chefs, later safely packed with
necessary hygiene measures. Sahara Gourmet is your world-class dining experience with
comfort of the confines of your home. Pick your time, answer your cravings, order or pickup,
your favourite dishes are now just a call or tap away.
To order now Call: 022 39807444/ +91 8657411562/63

In a city bookmarked by global chain of luxury hotels, Sahara Star stands as one,
amongst the exceptional few, who have distinguished its service by demonstrating
deeper understanding of Indian culture and sensibilities.

Since its inception, the hotel has consistently delivered service that has made its
guests feel comfortable in its larger-than-life ambience. Coming from a house of first-
generation entrepreneurs - Sahara India Pariwar, it has defined and enforced humility,
warmth and kindness as the characteristic signature of the brand.

In its architectural masterpiece; world’s largest clear to sky pillar less dome are
distinct offerings that have been classified as ‘firsts’ in the Indian hospitality industry. A
4,000 sq. ft. Marine Aquarium that is world’s only Private Dining Room inside a marine
aquarium, Mumbai’s largest event hall with a floor plate of 55,000 sq. ft. and ceiling
height of 25 ft, world's first 'hemisphere' three compound-curved custom designed all glass
panoramic elevators, Aces – The Presidential Boardroom that is one of the city’s largest
boardroom featuring technologically advanced facilities are few of the many ‘firsts’ that have
been conceived at Sahara Star.

With a makeover of its exclusive rooms & suites - Earth, Mercury, Venus, Uranus and
Neptune, its 354 guestrooms including 25 luxurious suites offer facilities that people equate
to exceptional experiences for creating lifelong memories.

Flavours that tantalise the senses. Moments that create an album of memories.
Experiences that add to life's memoirs. We have an array of secret recipes for the thirsty
traveler, the Bon Vivant, the young & the restless, the bold & the beautiful and the
corporate citizen too. The hotel brings together a sumptuous array of delicacies from across
the globe. Come experience this culinary journey at our 5 food & beverage destinations.
Founded and guided by Honorable Managing Worker and Chairman, Shri Subrata
Roy (Saharasriji) Sahara Star, today is a promise that stands for enduring value, integrity
and

51
a form of creative expression. It is a statement of service that we at Sahara Star embody,
always.
Details

Sahara has claimed that the said bonds are hybrid product, thus do not come under the
jurisdiction of SEBI, instead is governed by Registrar of Companies (ROC) under Ministry
of Corporate Affairs, from which the two companies of Sahara have already taken permission
and submitted the red herring prospectus with ROC before issuing the bonds.

SEBI in return ordered Sahara's two companies to stop issuing the said bonds and
return money to investors. Sahara contested the case in various courts which eventually came
to Supreme Court of India. On 14 June 2012, (during the final hearing of the case), the group
had provided details of its financials up to 30 April 2012. While the court reserved its order,
Sahara claims that it has already paid to 93% of the investors and discharged its OFCD
liability to the tune of Rs. 23500 crores and only around Rs. 2260.69 crores are left against
which Sahara has already deposited more than Rs. 12,000 crore which has with interest
swelled to Rs. 16000 Crore. By 31 August 2012 the date of Supreme Court order, the group
repaid majority of its OFCD investors between May the last date of hearing and by 30
August 2012 the final order. Since these repayments have not been taken into consideration,
Sahara maintains that any money paid now will obviously mean a double payment towards
one liability.

Furthermore, the market regulator SEBI advertised four times in more than 144
newspapers to ask the investors of Sahara to refund the money. And since August 2012
enforcement directorate has only refunded Rs. 64 crores to the investors while it has received
Rs. 16000 crores from Sahara. On October 2014, a shocking revelation was made when only
around 4,600 investors in two Sahara group companies had come forward to claim refunds
from the Securities and Exchange Board of India (Sebi), which had asked those who had
purchased bonds issued by the entities to claim their money. This gave a valid point to
Sahara's argument before courts that it had repaid most of the investors who had come
forward to claim the investment which they had made in bonds issued by two group
companies. Reports also suggested that between the time that SEBI first initiated the inquiry
four years ago and Roy's eventual detention and it is to note that till today there is not a single
charge against him, there has not been a single instance of an investor in either of the two
Sahara firms under watch actually filing a police complaint or going to court. While Sahara
has been asked to refund the money to a special Sebi account under a Supreme Court-
monitored repayment process, the group has been saying it has already refunded more than
98 per cent of the amount directly to investors and the proof for the same have been given to
Sebi. The case itself comprises big numbers such as collection of over Rs 24,000 crore from
three crore individuals, while once in 2013 Sahara sent 127 trucks containing 31,669 cartons
full of over three crore application forms and two crore redemption vouchers to Sebi office.
Apparently, this had resulted into a huge traffic jam on outskirts of Mumbai, where the
regulator is headquartered. SEBI on the other hand because the trucks reached after office

52
hours SEBI rejected the second batch of files, which as per Sahara contained 25% of the
investor information.

It is also been reported that Sahara has paid Rs 725.97 crore as TDS (tax deducted at
source) to the Income Tax Departments on the interest which along with investment was
repaid to 95 percent of the investors, between 2009-10 and 2012–13. The income tax
authorities had found that the beneficiary investors were existent and accordingly confirmed
the repayments made in those particular years. One of Sahara's arguments in the apex court
revolves around the fact that if one government body has found investors, why can't the other.
Sahara Chairman Subrata Roy did a massive fraud stealing money from the poor people and
using it to grow his empire. As of now crores of poor people are suffering as Sahara hasn't
returned their money. The group stated that SEBI will be directed to start the verification of
the documents of Sahara's investors, which are already provided to them by Sahara India
Pariwar. Despite the double payment for single liability, Sahara India has been continuously
depositing money of around Rs 22,500 crore (including interest earned) in Sahara-Sebi
account.

53
Timeline of events

Subrata Roy has rejected allegations of misconduct and has alleged Indian National
Congress of witch hunt due to his opposition to Sonia Gandhi over becoming the country's
prime minister.

The unravelling of this case started in 2010 and it is still in process in the
Supreme Court of India as of 2016.

• November 2010 - Securities and Exchange Board of India barred Sahara India
Pariwar chief Subrata Roy and two of its companies – Sahara India Real Estate Corp
(SIREC) and Sahara Housing Investment Corp (SHIC) - from raising money from the
public as they had raised several thousand crores through optionally fully convertible
debentures (OFCDs) that SEBI deemed illegal.[13]
• December 2010 - Sahara appealed in the Allahabad High Court, which ordered
SEBI not to take any action until a court order is passed.
• January 2011 - Delhi High Court issued a warrant against Sahara India
Pariwar chairman Subrata Roy and four other officials of the group on a complaint
that it deceived investors in a proposed housing project of Rs. 25,000 crores.
• February 2011 - Delhi High Court stays proceedings against Sahara India
Pariwar chairman Subrata Roy and four other officials of the group on a
complaint that it deceived investors in a proposed housing project.
• May 2011 - Supreme Court of India asked Sahara India Real Estate (SIREC) to
furnish the format of the application for its optionally fully convertible debenture
(OFCD) scheme and a list of accredited agents that raised money on the
company's behalf.
• June 2011 - SEBI ordered Sahara firms to immediately refund the money collected
through its sale of OFCDs.
• October 2011 - Securities Appellate Tribunal (SAT), set up by the Supreme Court,
ordered two unlisted Sahara group companies to refund within six weeks about Rs.
17,656.53crore with 15% interest, which it had raised through OFCDs.
• November 2011 - Sahara India Pariwar moved the Supreme Court against SAT's
order and the Supreme Court stayed the SAT order, and asked the two companies to
refund Rs. 17,400 crores to their investors and asked the details and liabilities of the
companies.
• January 2012 - Supreme Court gives three weeks’ time to Sahara India Pariwar to
choose between options to return investments made by public in its OFCD scheme.
Sahara to either to give sufficient bank guarantee or attach properties worth the
amount raised through OFCDs.
• May 2012 - Supreme Court is informed by senior counsel Fali Nariman of
Sahara India

54
 Real Estate Corp that SEBI could not have taken up this issue of Sahara Group of
companies raising funds through OFCD as there was no complaint from any
investor.
• June 2012 - SEBI informed the Supreme Court that the real estate division of
Sahara
India Pariwar had no right to mobilize Rs. 27,000 crores from investors
through OFCD without complying to the norms of the market regulator - SEBI.
[23]
• August 2012 - Supreme Court directed Sahara India Real Estate Corporation Ltd.
(SIRECL) and the Sahara Housing Investment Corporation Ltd. (SHICL) to refund
over Rs. 24,400 crores to its investors.
• February 2014 - Subrata Roy arrested by Uttar Pradesh police for failure to appear
before the Supreme Court.
• March 2014 - Subrata Roy, along with two other directors of Sahara, sent to Tihar
jail.
• March 2015 - Supreme Court stated that the total dues from Sahara have gone up to
Rs40,000 crore with the accretion of interest.
• July 2015 - SEBI cancelled the licence of Sahara's mutual fund business.
• May 2016 - Subrata Roy released on parole from Tihar jail.
• January 2021- Delhi High Court has allowed Sahara Credit Co-Operative Society
and Saharayn Universal Multipurpose Society to continue their operations by staying
the orders of central registrar of cooperative societies and the Department of
Agriculture,

Cooperation and Farmers Welfare. While giving relief to Sahara Group, the divisional
bench also noted that a payment of Rs17, 487, 82 crore has already been made

55
 RESEARCH METHOD

About
Sahara Star, the flagship hotel of Sahara India Pariwar, is one of India’s most
desirable destinations. The 5-star deluxe hotel strategically located near Mumbai’s
domestic airport magnificently blends Indian mysticism and culture, while
personifying the country’s progressive spirit blending peerless hospitality with ultra-
modern technology. Hotel Sahara Star enthrals the world with its magnificence, an
architectural phenomenon, a majestic landmark, a destination to be experienced in its
entire splendour. The Hotel is a distinct yet contemporary destination which caters to
the guest’s requirements with state of the art amenities, services & promotions.

Overview
Sahara Star uses TruKnox digital signage solution to inform their guest about
flight information at their property and they also uses our services for their touch
kiosk facilities at their luxury hotels in Mumbai. Sahara group have increasingly
aimed to roll out programs that reach travelers “on the go”, and are developing new
ways to cater to the convenience of their customers.

The Challenges
The Hotel industry is on a constant lookout to create a differentiating factor
for their brand. This can be achieved when they heighten the quality of their services
to take the user experience to the next level.
To increase guest awareness of property amenities, where guest would be able
to quickly find the information and services he requires, there is a need to reduce the
gap between hotel staff and customer.
To reduce communication gap and create an enhanced hospitality
environment where guest would be able to quickly find the information and services.
To make guest feel welcome and at the same time independent of supervision
by hotel staff, it is essential to allow them to easily navigate through the facility.
It is imperative to simultaneously post meeting room schedules,
advertisements for the restaurant and lounge facilities, updated news information via
CNN, and general messages in a timely and efficient manner.

56
 There is always a need to engage customer through information that can
interest them, the most universal being about weather, news, and flight information
for airport.
Increase technology involvement at hotel to make it more cost effective yet
centrally controlled

Key solution
Sahara Star, the flagship hotel of Sahara India Pariwar, is poised to be one of.
India’s most sought-after 5 star hotels near Mumbai domestic airport.
Replaced existing rigid and complex software with dynamic and versatile
digital solutions
Transported video over Cat5 for better resolution.
Customized Real time FID SYSTEM for hotel guests.
5 player channels deployed with 46” Screen.
Anticipating repeat order of 20 player channel.

Benefits
Truknox digital solution acts as an effective communication tools that can be
used to supplement the traditional form of print communication to connect to th
eaudience.
Digital signage is an extension of the tech-savey customer of today that uses
smart phones, I pad, notebook PC’s etc.
Digital signages enhance the hotel décor and increases convenience for guests.
Digital signages help generate revenue of third party advertisements by
displaying promotional videos of brands or retails stores.
Boosts employee productivity by eliminating traditional media costs and
serves as an engaging means to convey information.
Digital signage at hotel rooms helps increase revenue of hotelby information
of luxury amenities like spa, restaurants and business centre.

TruKnox Technology in Brief

TruKnox Technology offers a complete portfolio of digital signage solutions
including media players, servers, and software which are applicable to various
industries, such as education, retail, hospitality, corporate, financial, and public
institutions. TruKnox is dedicated to being a reliable partner to its clients
worldwide, and has successfully set up various application references globally. In
order to best

57
 facilitate the deployment of TruKnox products, the company also provides tailored
services to satisfy the ascending market demand for almost limitless applications.

DEPARTMENTAL CLASSIFICATION AND DETAILED OPERATION OF DEPARTMENTS

• FRONT OFFICE

• HOUSEKEEPING

• FOOD AND BEVERAGE SERVICE

• FOOD PRODUCTION

• SPA AND SALON

58
 The Front office of the hotel is the department responsible for the sale of hotel rooms
through systematic method of reservations followed by registration and assigning rooms to
the guests. The front office in a hotel holds prime importance in view of the basic nature of
business of a hotel, i.e. to sell rooms. The revenue collected from sale of rooms contributes to
more than 50%of total hotel sale. The profit percentage from sale of room is very high. It has

59
a complementary role of image building which is the first and last point of contact for each
guest. It is the center of activity and its general set up should be well planned.

Early arrival and late departures:

If your arrival is early in the day and you prefer immediate access to your
room, we recommend reserving for the prior night to guarantee immediate access.
Similarly for late departures, reserving and additional night will guarantee access
until you leave the hotel. If you choose not reserve, we will be glad to store your bags
and make our fitness facilities

Guaranteed reservation and deposits:

At The Orchid hotel, a guaranteed reservation assures you of room even if you
check in late. All late reservations made through the website must be guaranteed to a
major credit card. Certain arrival dates and rates may require a deposit. Please for full
deposit requirement at time of booking.

Cancellation policy:
Cancellations for a guest room reservation must be received by 6:00 pm
local time at least 24 hours prior to the expected day of arrival, and may differ by
arrival date and room type. If cancellation of a guaranteed reservation is not received
by the required date, the hotel will charge for one night accommodation.

60
 Co-ordination with other departments

Lobby:
On arrival, departure and shifting the guest the reception with the help of guest
services do the needful also for paging the guest the reception informs the guest
services agent.

Housekeeping:
To keep tight control on rooms both housekeeping and front office have to
closely coordinate and also for the special arrangements for groups and V.I.P’s etc.

Accounts:
1) Front office cashier has to be informed about exact check in and check
out so that he makes the bills. He should also be given correct billing instructions
about type of room, plan, number of fax, duration, discount, etc.
2) Night auditor: He audits all guest bills received by the front office cashier
and prepares and proves for the calendar day.
3) City ledger is the credit section that receives bills front of that
extended credit as per previous arrangement between the hotel and guest. This
department follows up with individual or company for the payment.

Room Service:
Arrivals, Departures are intimated properly. V.I.P., Groups, expected arrivals
are informed to then on time for the pre placing of amenities.

Engineering:
Responsible for any maintenance of furniture, fixtures, equipment and
rectifying faults in the services.

Stores:
For necessary stationery and supplies.

Sales:
There is very close coordination between the front office and sales especially
in soliciting their help in improving room sales on lean occupancy days. Sales keeps
the front office updated with new agreement made with travel agent and airline crews
and viable accounts.

IT:
For the maintenance of systems and Opera.

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 ORGANIZATIONAL STRUCTURE

The Front Office department at Four Season Hotel, Mumbai is responsible for various
functions apart from the check-ins and checkouts. The Front Office department is further
divided into the following sub-departments:

• Reception

• Concierge

• Reservations

• Guest Services

• Communications

• Airport staff

FRONT DESK OR RECEPTION:

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 is related with guest special requests, maintenance of sundry
stores, airport transfers (BMW fleet), travel assistance, car rentals, and reservations at
restaurants, ticket booking and various other requests.

RESERVATIONS:

62
 This department is responsible for taking accurate reservations for the hotel
generating report to study business type and sources. The supporting documents
are also filled by reservations.

GUEST SERVICES:
The Guest services desk is located at the front porch of the hotel. Guest
services takes care of welcoming, luggage handling, curb side check-ins, supervision
of valet services, delivering newspapers, message handling, room change and
maintenance of stored luggage facility

COMMUNICATIONS:
This department is responsible for routing of calls to the concerned extensions.
The job of the operators also concerns the security issues like maintaining guest
privacy and security. Operators are usually the 1st contact of the guest with the hotel.

AIRPORT STAFF:
The airport staffs are generally the agents of guest services who handle airport
transfers

DUTIES AND RESPONSIBILITIES

 ACCOMODATIONS MANAGER

 ASST. FRONT OFFICE MANAGER

 DUTY MANAGER

 FRONT DESK ASSOCIATE

 GUEST SERVICES AGENT

63
 ACCOMMODATIONS MANAGER

Reports to the General Manager / Hotel 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.
•Monitors service and team work on a regular basis and counsels employees on
providing a wonderful experience 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.

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 maximize guest satisfaction.
•Responsible for the organization of work at the front desk including assignments,
duty roasters and leaves (casual & sick).
•Ensures that standard procedures on rooms security are followed strictly

64
 •Uses an intensive approach to up selling, to maximize 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.

DUTY MANAGER

Reports to the Accommodations Manager / Asst. F O M

•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.

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.

65
•Blocking and de-blocking of rooms.

GUEST SERVICES AGENT

Reports to the guest services supervisor

•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.

Reservations:

The section of front office related to booking of rooms is called reservations.

Request of reservation of rooms from various sources are received at the

appropriate time to ensure a guest his room upon arrival.
Room is a chief product of a hotel since it is a highly perishable commodity.
The reservation department ensures that rooms are not allowed to perish.
Basic ways in which accommodation may be reserved are as follows:

 In person or walk in:

If the guest is a walk in follow the rooming procedure of the hotel. If
the booking is done on his behalf then
1. Ask the caller to confirm in writing
2. Ask for advance payment.

 By telephone:
This is the most common method of room reservation. Usually the
room is for the same day or the next day. Always ask the name of the
caller. If possible ask for a written confirmation. Never forget to take
down the name and telephone no of the caller. Take down the
approximate time of arrival and the mode of transport.

66
  By Orchid portal:
Guests who reserve from the Orchid portal are sent an email with all
the details of their stay for their confirmation.

Rooming Procedure

1. Refer to the expected arrival list and tick off the same.

2. Take advance if unknown or follow instructions.

3. Register the guest.

4. Provide the welcome drink to the guest.

5. Room a guest through a guest services agent.

6. Update the arrival of the guest on the system.

HOUSEKEEPING

The department that essentially deals with cleanliness and the ancillary service.

67
 INTRODUCTION

The housekeeping department at the Four Seasons Hotel Mumbai 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. The housekeeping department is located on
the B1 (basement one) and B2 (basement two) level of the hotel in the back of the house and
has a thoroughly capable and professional staff to carry out the housekeeping activities.

THE AIMS OF HOUSEKEEPING DEPARTMENT ARE

•To provide services economically & efficiently.

•To promote the comfort of the guests, visitors and staff.

•To assist in the maintenance of the fabric of the building while contribute to a safe healthy
environment.

68
 DUTIES AND RESPONSIBILITIES

EXECUTIVE HOUSEKEEPER

HOUSEKEEPING MANAGER

HOUSEKEEPING SUPERVISOR

(ROOMS) LAUNDRY MANAGER

HOUSEKEEPING ATTENDANT

FLOWER ROOM ATTENDANT

PUBLIC AREA ATTENDANT

THE DESK ATTENDANT

EXECUTIVE HOUSEKEEPER

• Reports to the General Manager/ Resident Manager.

• Oversees and directs all aspects of all housekeeping operations.

• Plans yearly departmental budgets.

• Plans new processes and procedures to increase productivity.

• Organize and manage the housekeeping work between housekeeping hosts for ensuring set
standards are met.

• Deal with priorities and demands.

• Coordinate inspection of assigned areas for maintaining quality.

• Completes financial management tasks.

69
 • Handle various administrative tasks.

• Solves the problems that arise in housekeeping.

• Check the progress of the housekeeping host.

• Govern the success/failure of the housekeeping function within hotel and are
held accountable for all the activities.

• Establish/implement operating procedures and standards.

• Co-ordinates with all the departments of the hotel for easy flow of work.

• Prepares duty roster of the housekeeping staffs.

HOUSEKEEPING MANAGER

• 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.

FLOOR SUPERVISOR

70
 •Checking of guestrooms in order to ensure that they meet the required standards.

•Make & round of the entire section, checking for items, in need of immediate attention.

•Report any damages to guestrooms, corridors or equipment seem of reported by an attendant

to the deputy housekeeper.

•Report to the engineering department using a maintenance order any defect or equipment
failure, through the desk operator.

•Periodically, throughout the day, telephone the housekeeping office to advise them of all
ready rooms & to receive checkout departure rooms.

• Inspect linen & store rooms in assigned areas for clear liners and for adequate supplies.

•Keep a record of all rooms deep cleaned in each section.

•Checking that all VIP’s are provided with complimentary amenities & supplies on time.

•Attending to guest requests & complaints at the floor level on time.

•Maintain records of room’s status, which is sent to the reception at specified intervals.

•Notes the room inspection information on the floor register.

•Reports complaints remarks by the employees about working conditions, wages or any other
matter to the executive.

•Periodically reports to the executive. On the quality of performance of each person he she
supervises.

•To ensure that all pass keys & special requests items are handed over before leaving.

LAUNDRY MANAGER

•Responsible for issuing washed, clean and dried linen on time.

71
•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.

HOUSEKEEPING ATTENDANTS

• Report to the Housekeeping Supervisors.

•Maintain 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.

• Responsible for making rooms.

• Vacuuming of corridors.

• Cleaning of emergency exits.

Afternoon Shift:

• Responsible of turn down service and late check-out.

• Responsible for making PRP rooms.

72
 • Responsible for extra cleaning.

Night Shift:

• Responsible for cleaning late check-out rooms.

• Maintenance of all equipment’s used in the department.

• Responsible for the cleaning of offices.

• Responsible for the stacking of amenities in floor pantries.

• Linen stacking of all the floor pantries.

Responsible for cleaning the guest and the lift landing areas and scrubbing them

FLOWER ROOM ATTENDANT

•Ensures that all floral arrangements in the property are fresh, attractive and appropriately
color 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.

PUBLIC AREA ATTENDANT

• Responsible for the cleanliness daily upkeep and inspection of assigned public
areas staircase elevators, vending areas.

73
• To ensure that the function of areas example Banquet halls etc. are cleaned thoroughly
after every function.

• Make sure that the floral displays in the public areas reach on time.

• Drew out a schedule for the thorough cleaning of various areas e.g. pest control,
scrubbing, carpet shampooing etc.

• Checking of F&B outlets.

• Report any damage to the F&B outlets or equipment’s to the deputy housekeeper.

• Report to engineering department using a maintenance order any defect or equipment

failure through the desk operator.

THE DESK ATTENDANT

All information regarding rooms is routed through her housekeeping departure register is
maintained to note down the departures. Departures are added up to indicate the days/shifts
turnover.

• Guest request are conveyed to the floor via her.

• Guest emergency items like, shaves thermometer etc. Are issued by her to the guests & it is
noted on the bulletin board.

• A consolidated room occupancy report is made thrice a day & sent to the reception.

• All VIP arrivals are intimated to the floor level by her. The staff placement register &
attendance register is kept by her during the course of the shift, so that she is able to
locate
staff & page them accordingly.

• The key register is also kept at the desk the master keys are on a keyboard under her
supervision.

• She maintains the lost & found register.

• The logbook which records messages for staff of the various shifts is kept with the desk
supervisor. All the supervisors are expected to check the log book at the beginning of their

74
 shifts for any messages that might be left for them by the executive of the supervisors of the
previous shifts.

REGISTERS MAINTAINED IN HOUSEKEEPING DEPARTMENT

Key Register: That shows which person has taken the respective key & they have to sign
against it while taking and returning it.

Handover Book: This register is generally used to write all the handover details.
Maintenance Register: This gives the maintenance request type, area, slip number & pending
maintenance.

Lost & Found Register: Give details of lost & found article, date, by whom, when & where
etc.

Guest Call Register: Maintained by desk controllers, notes down all the requests made by
guest over the phone.

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 BIBLIOGRAPHY

The following are the sources referred for the completion of this project. I would extend my
gratitude to the following sources

REFERENCE BOOK

1. An introduction to tourism by Dr. Samuel Johnson

2. Tourism studies from ignou

MAGAZINES

Lonely planet

WEBSITE

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supreme-court-sahara-82003-2017-09-18

https://mumbaimirror.indiatimes.com/mumbai/cover-story/shabby-
valley/articleshow/61871538.cms

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http://www.facebook.com/orchidhotelmumbai/photos

OTHER SOURCES

1. Hotel`s broacher
2. Hotels employee

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