Food and Beverage Service Operations Specially Banquet of Radisson Hotel

Definition of Tourism

Tourism is a basic and most important desirable human activity, deserving the praise and encouragement of all people and government. The tourism industry stops not at just attracting people to a desired destination for vacation but further its services by providing with transport, accommodation, food and entertainment with security until the period of stay comes to a close.

The word tourism is derived from the Latin word TORNOS which means Tool. It consists of all these traders who together satisfy the varied needs of travelers Travel may be considered tourism if it satisfies the following conditions:

  • Travel must be temporary,
  • Travel must be voluntary,
  • Travel must not have employment of business as its aim.

A couple of years ago traveling was the privilege of a rich affluent and adventurous people. But today with the standard of living of the people in several developed and developing countries along with fast technological revolution in transportation industry, overseas holidays are with in the rich of middle of Working class people. Travel today is considered as any other consumer product which can be sold in retail out lets by wholesaler as even in department stores in each country worthy of tourist attention. The complexity of tourist touches not only the economic fabric of the society but also has a deep-rooted effect on the existing social norms and moral values. Tourism if tackled with in understanding; on the hand may bring immense benefits to mankind in general and one the other result in social development.

Tourism is not only on economic activity of great importance of national development but is also important medium of cultural exchanges among nations of world. A list of emphasis has been laid on the economic role of tourism. Its invoicing contribution in the foreign earnings of the nation and its potential for greater employment has earned it a reputation of being one of the fastest and steady growing sectors

It is the right time today to understand the important role of tourism by means of social education and social mobilization in the country itself; as a competent force for forecasting better understanding among nations of world for developing closer cultural and business relation and as a significant factor contributing the world peace. The full impact of tourism on the national economy is not just through expenditure on the frontline tourist trade but also embraces all those industries which are outside the direct tourism sector are due to the deeds of the tourist who by spending their many facilities their need full existence.

Basic Destinations in Tourism

A) According to range: Domestic or internal (by residents within own country) and foreign or international (Between countries).

B) According to distance: Long haul and short haul.

C) According to purpose: Holiday, business and common interest tourism (with a

Purpose common to visitor and visited such as visits to friends and relatives).

D) According to duration: Day visits or excursions (Overnight stay) Staying visits or trips (overnight stay)

E) According to number in party: Individuals and group travels and visits.

F) According to arrangement: Independent and inclusive travels and visits.

G) Quantitatively and qualitatively:   Mass tourism, popular tourism, social tourism.

 Tourism is sensitive to world economic and political conditions. It can occur on a large scale some prosperity and security. Tourism and holiday making is global as well as National scale is a manifestation of prosperity and peace. As a great number of people in many countries have higher living standards they can afford to set aside a proportion of their incomes for holidays and recreation.

 The Elements of Tourism:

In addition to three basic components of Tourism, there are certain other elements or ingredients of Tourism. The elements which predispose towards tourism developments are:-


1) Pleasing weather

2) Scenic Attractions

3) Historical and cultural Factors

4) Accessibility

5) Amenities

6) Accommodation


To most people, the hospitality industry consists only of hotels and restaurants. However, the Oxford English Dictionary defines hospitality as the ‘reception and entertainment of guests, visitors or strangers with liberality and goodwill’. Therefore, the hospitality industry can be broadly defined as the collection of business providing accommodation and/or food and beverages to people who are away from home. In other words, the hospitality industry includes not only famous hotels or restaurants, but also a wide range of businesses, such as small guest houses, snack bars and fast-food outlets.


The hospitality industry provides services for people who are away from home regardless of whether it is long or short periods of time. These services can vary according lo the specific needs of both the person away from home and the organization operating those services. For example, the needs of a person in a residential home differ dramatically from those of an executive business person in a deluxe

Hotel. Similarly, a student staying in a hall of residence would expect to be treated and accommodated differently from someone on a cruise-liner. Therefore, it is

Important that staff in the hospitality industry must be able to identify the various needs of their customers and be able to act and provide the services expected.

            “Hotel” or “Inn” is defined by British law as a “place where a bonfire traveler can receive food and shelter, provided and he is in a position to pay for it and is in a fit condition to be received”. Hence, a hotel must provide food (and beverage), shelter to travelers on payment and has, in turn the right to refuse if the traveler is drunk, or is not in position to pay for the services. Hotel industry is also known as hospitality industry. Because the main purpose of the industry is to provide the guest a quality service and make him feel at home. A hotel is also defined as home away from home.Tourism is the fastest growing and the second largest industry of the world and has tremendous potentialities for carrying foreign exchange, the number of foreign Tourist visiting in Nepal is only 0.28% of the hotel would tourist traffic has Nepal tremendous scope for expanding and developing the tourist traffic. Besides Promoting international understanding it helps the national economy and revises the standard of living of the people. It has been genuinely side no hotel no tourists, hotel industry is an essential part of tourism development of hotel industry depends upon the den rend for different types of accommodation availability of suitable infrastructure and services economic feasibility of the developments. The concepts of modern hotel business in India started late compared to the hotelBusiness else where in Europe and America every small hotel and large hotel own special; atmosphere and ambiance.Many enterprises are attracted to hotel business because of its vast potential to even foreign exchange not first in small denominations of hundreds but in thousands and crores, the roots of the hotel industry is almost every country of the world. During the last few years great changes have been made in the hotel industry, many good enterprises backed by capital and past decade there has been an economic development in this field and new hotels are coming up in all parts of the country.     HOTEL INDUSTRY:

 “Hotel” or “Inn” is defined by British law as a place where a bonfire traveler can receive food and shelter, provided he is in a position to pay for it and is in a fit condition to be received”. Hence a hotel must provide food (and beverage) and lodging to travelers on payment and has, in turn, the right to refuse if the traveler is drunk, disorderly unkempt or is not in a position to pay for the services.


The hotel industry is perhaps one of the oldest commercial endeavors in the world. The first inns go back to the sixth century B.C. and were the products of the urge to travel, spurred by the invention of the “wheel”. The earliest inns were ventures by husband and wife teams who provided large halls for travelers to make their own beds and sleep on the floor. They also

provided modest wholesome food, thirst quenchers like wine, port etc. and stabling facilities. The host’s wife or his wench provided entertainment and recreation. The entire cooking, service and recreation was provided by the husband and wife team and his family.

These conditions prevailed for several hundred years the advent of the Industrial Revolution in England brought ideas and progress in the business of inn keeping. The development of railways and steamships made traveling more prominent.

The lead in hotel keeping was taken by the emerging nations of Europe, especially Switzerland. It was in Europe that the birth of an organized hotel industry took place in

The shape of chalets and small hotels, which provided a variety of services and were mainly patronized by the aristocracy of the day. The real growth of the modern hotel industry took place in the USA beginning with the opening of city hotel in New York in 1794. This was the first building specifically erected for hotel purposes. This eventually led to great competition between different cities and resulted in frenzied hotel building activity. Some of the finest hotels of the USA were built in this era, but the real boom in hotel building came in the twenties. This period also saw the beginning of chain operations under the guidance of E.M.

Staler. It involved big investments, big investments, big profits and trained professional to manage the business.

The Depression in 1930 had a disastrous effect on the hotel industry. It was fest that the industry would never recover but the outbreak of World War II brought a tremendous upsurge. This prosperity continued through the war years into the fifties when two new concepts emerged.

  • Motels
  • International chain operations.

While the growth of motel was restricted to the North American continent, international chain operations spread into all continents. Individual entrepreneurs found them crushed in the rest

of this multi-dimensional, multinational industry. International chains could provide the expertise technology and marketing thrust that individual owners could not provide individual owners thus merged themselves to large international chains such as Sheratons, Hiltons, Hyatt, Holiday, Inn Ramada Inn, etc.


The Hotel Proprietors Act 1956 provides a clear definition of a hotel: An establishment heldout by the proprietor as offering food, Drink and, if so required, sleeping accommodation, without Special contract, to any traveler presenting himself who appears Able and willing to pay a reasonable sum for the services and Facilities provided and who is in a fit state to be received. As a consequence, while there are other types of establishments which also provide accommodation services (e.g. hospitals, university hostels, apartments, prisons or Even

private hotels); they do not come under the definition of hotels because they do not cater for the specific needs of travelers.

Hotels can be classified into different types according to their:

  • Target market
  • Size
  • Location
  • Type of Plan
  • Room Rate
  • Type of clients
  • Facilities Provided
  • Ownership

Target Market:

One way of classifying a hotel is according to the type of guest it caters for. Hotels can be divided into commercial, tourist and resort properties.

Hotels which offer drink and accommodation to traveling business people are called commercial hotels. Tourist hotels, on the other hand, offer services to people traveling for pleasure, and more likely to be found at scenic spots (such as in the country or on the coast).

Hotels can also be divided into residential hotels and transient hotels on the basis of the expected length of stay of their guests. Residential hotels provide accommodation for guests

staying for a long time, while transient hotels are used by guests who stay only for one or two nights. Transient hotels are very often found near airports, railway terminals or ports.


Some hotels may be classified with respect to their size. Small hotels have fewer than 100 rooms; medium -sized hotels normally have between 100 and 200 rooms, while large hotels usually have more than 200 rooms. However, this categorization by size alters from country to country. For example, in Asia a small hotel may be 200 rooms and a large property 700 to 1000 room. The size of a hotel will affect its organization and operation. For example, large hotels are usually divided into distinct departments which specialize in providing one type of service to guests (e.g. room service waiters only serve food in the guest-rooms). In medium-sized and small hotels, departments are less specialized and the staff have a wider ranger of duties (e.g. the coffee shops may serve meals not only in the coffee shop, but also in guest rooms).


Hotels can be classified according to where they are located

  • Downtown hotel – Located  in the heart of city
  • Suburban hotel   –  Located  in the suburbs
  • Resort hotel – Located at hills or at beaches
  • Airport hotel – Located  at airport
  • Motel     – Located at principally on highways.

Some hotels may be classified with respect to their size. Small hotels have fewer than 100 rooms; medium -sized hotels normally have between 100 and 200 rooms, while large hotels usually have more than 200 rooms. However, this categorization by size alters from country to country. For example, in Asia a small hotel may be 200 rooms and a large property 700 to 1000 room. The size of a hotel will affect its organization and operation. For example, large hotels are usually divided into distinct departments which specialize in providing one type of service to guests (e.g. room service waiters only serve food in the guest-rooms). In medium-sized and small hotels, Departments are less specialized and the staff have a wider ranger of

duties (e.g. the coffee shops may serve meals not only in the coffee shop, but also in guest rooms).


Hotels also differ in their standards of services and in the facilities which they offer. Because of this, establishments can be divided into full-service hotels, budget hotels, and self-catering hotels.

A full-service hotel provides a wide selection of guest services in addition to accommodation, such as food and beverage service, room service, laundry services, health, sports and business facilities.

Budget hotels tend to provide cheaper and more basic guest-rooms with unlimited food and beverage services.

Self-catering hotels provide no other service besides basic accommodation. Guests are expected to prepare their own food, clean and tidy their rooms, and do their own laundry. However, some establishments offer a weekly cleaning service.


Another way to classify hotels is by their ownership. Hotel ownership can be:

  • Private (i.e. an independent hotel owned by a person, a partnership, or a private company)
  • A local group (i.e. several hotels owned by a local company)
  • An international group (i.e. hotel which is part of an international
  • chain hotels)

Type of Clientele

  • Groups
  • Business
  • Pleases

Types of Hotels:

  • Commercial hotels
  • Airport hotels
  • Suite hotels
  • Residential hotels
  • Resort hotels
  • Bed and Breakfast hotels
  • Casino hotels
  • Conference hotels

Type of Plans:

European-Plan EP Room Only

American Plan AP Room + Break fast + lunch + dinner

Continental Plan CP Room + continental breakfast



The food service industry encompasses those places, institutions and companies that provide meals eaten away from home. This industry includes restaurants, schools and hospital cafeterias, catering operations, and many other formats, including ‘on-premises’ and ‘off-premises’ caterings.

Catering is a multifaceted segment of the food service industry. There is a niche for all types of catering businesses within the segment of catering. The food service industry is divided into three general classifications: commercial segment, noncommercial segment, and

military segment. Catering management may be defined as the task of planning, organizing, controlling and executing. Each activity influences the preparation and delivery of food,beverage and related services at a competitive, yet profitable

price. These activities work together to meet and exceed the customer’s perception of value for his money


Catering management is executed in many diverse ways within each of the four segments. The first, commercial segment, traditionally considered the profit generating operation, includes the independent caterer, the restaurant caterer, and the home-based caterer. In addition, hotel / motel and private club catering operations are also found in this category.

Military Segment

  • Military Functions
  •  Diplomatic Functions
  • Commercial Segment
  • Independent Caterers
  •  Hotel / Motel Caterers
  •  Private Clubs
  •  Restaurant / Catering Firms

Non-commercial Segment

  • Business / Industry Accounts
  •  School Catering
  •  Health Care Facilities
  •  Transportation Catering (in-flight catering)
  • Recreational food Service (amusement and theme parks, conference and sport arenas)
  •  College and University Catering


There are two main types of catering on-premises and off- premises catering that may be a concern to a large and small caterer. On-premise catering differs from off-premise catering, whereby the function takes place in a remote location, such as a client’s home, a park, an art gallery, or even a parking lot, and the staff, food and decor must be transported to that location. Off-premise catering often involves producing, food at a central kitchen, with delivery to and service provided at the client’s location. Part or all of the production of, food may be executed or finished at the location of the event.

Catering can also be classified as social catering and corporate (or business) catering. Social catering includes such events as weddings, bar and mitzwahs, high school reunions, birthday

parties, and charity events. Business catering includes such events as association conventions and meetings, civic meetings, corporate sales or stockholder meetings, recognition banquets, product launches, educational training sessions, seller-buyer meets, service awards banquets, and entertaining in hospitality suites. All of the required functions and services that the caterers execute are done exclusively at their own facility. For instance, caterer within a hotel or banquet hall will prepare and cater all of the requirements without taking any service or food outside the facility. Many restaurants have specialized rooms on-premise to cater to the private-party niche. A restaurant may have a layout strategically designed with three separate dining rooms attached to a centralized commercial food production kitchen. These separate dining rooms are available at the same time to support the restaurant’s operation and for reservation and overflow seating. In addition, any of the three dining rooms may be contracted out for private-event celebrations and may require their own specialized service and menu options. Other examples of on-premise catering include hospital catering, school, University/ college catering.

On-Premise Catering

All of the required functions and services that the caterers execute are done exclusively at their own facility. For instance, a caterer within a hotel or banquet hall will prepare and cater all of the requirements without taking any service or food outside the facility. Many restaurants have specialized rooms on-premise to cater to the private-party niche. A restaurant may have a layout strategically designed with three separate dining rooms attached to a centralized commercial food production kitchen. These separate dining rooms are

available at the same time to support the restaurant’s operation and for reservation and overflow seating. In addition, any of the three dining rooms may be contracted out for private-event celebrations and may require their own specialized service and menu options. Other examples of on-premise catering include hospital catering, school, University/ college catering.

Off-Premise Catering

Off-premise catering is serving food at a location away fromthe caterer’s food production facility. One example of a food production facility is a freestanding commissary, which is a kitchen facility used exclusively for the preparation of foods to be served at other locations. Other examples of production facilities include, but are not limited to, hotel, restaurant, and club kitchens. In most cases there is no existing kitchen facility at the location where the food is served. Caterers provide single-event foodservice, but not all caterers are created equal. They generally fall into one of three categories:

Party Food Caterers:

Party food caterers supply only the food for an event. They drop off cold foods and leave any last-minute preparation, plus service and cleanup, to others.

Hot Buffet Caterers:

Hot buffet caterers provide hot foods that are delivered from their commissaries in insulated containers. They sometimes provide serving personnel at an additional charge.

Full-Service Caterers:

Full-service caterers not only provide food, but frequently cook it to order on-site. They also provide service personnel at the event, plus all the necessary food -related equipment— china, glassware, flatware, cutleries, tables and chairs, tents, and so forth. They can arrange for other services, like décor and music, as well. In short, a full-service caterer can plan and execute an entire event, not just the food for it

 Relationship Between Catering Industry & All

Other Industries

Food is the sustainer of life regardless of whether they belong to animal kingdom or plant kingdom. All living beings consume food as they come in nature. Subsequently they may convert the raw natural food into usable form on their own. This transformation never involves the art and science of coking, which is a speciality of human beings alone.

 Importance food for the human beings is amply, accurately and appropriately stated in the following age old sayings: “hungry man is an angry man” and “even the army marches on stomach” where stomach implies food Employment of largest number of people in the world in general terms (at home) and in commercial terms (catering) is in food preparation and servicing. Roughly half the world population (women) is actively engaged in the art and science of food production and then alone comes reproduction.

 Food production, simply stated, is the transformation of raw food material into palatable, appetizing and easily palatable tasty food Unlike all other living organisms, man has to “buy” food by paying money. Where does the money come from? It comes only from industries. Any industry in the world has the primary objective of making money. Money so generated by the industrial activity is shared between the employer and the employee, however disproportionate it may be. Money so shared is used to take care of the three important objectives: food, clothing and residence. Whatever left after meeting these primary objectives may go towards acquiring wealth.



Eating is one of life’s pleasure and pride – so is cooking and serving good food to others. A restaurant is a commercial outfit which specializes in the preparation of quality food and to serve them to satisfy the customer’s demands. Their motto is “Customers are our assets and satisfied customers are our source of wealth”. Restaurants do have state of the art kitchens in their premises, where food items are prepared, following a fixed menu to serve the customers. Most restaurants are also equipped with infrastructure facilities, table settings, and dining halls of various sizes to cater to needs of small gatherings to grandiose banquets to suit customer demands and above all, trained personnel to provide a satisfactory service.

The term restaurant (from the French word trestaurer, to restore) first appeared in the 16th century, meaning “a food which restores”, and referred specifically to a rich, highly flavored soup. The modern sense of the word was born around 1765 when a Parisian soup-seller named Boulanger opened his establishment.  Whilst inns and taverns were known from antiquity, these were establishments aimed at travelers, and in general locals would rarely eat there. The modern formal style of dining, where customers are given a plate with the food already arranged on it, is known as service à la russe, as it is said to have been introduced to France by the Russian Prince Kurakin in the 1810s, from where it spread rapidly to England and beyond.

Descrive of  Restaurant:

A restaurant is a retail establishment that serves prepared food to customers. Service is generally for eating on premises, though the term has been used to include take-out establishments and food delivery services. The term covers many types of venues and a diversity of styles of cuisine and service.

Restaurants are sometimes a feature of a larger complex, typically a hotel, where the dining amenities are provided for the convenience of the residents and, of course, for the hotel with a singular objective to maximize their potential revenue. Such restaurants are often also open to non-residents.Restaurants range from unpretentious lunching or dining places catering to people working nearby, with simple food and fixed menu served in simple settings at low prices, to expensive establishments serving expensive special food and wines in a formal setting. In the former case, customers usually wear casual clothing. In the latter case, depending on culture and local traditions, customers might wear semi-casual, semi-formal, or even in rare cases formal wear. Typically, customers sit at tables, their orders are taken by a waiter, who brings the food when it is ready, and the customers pay the bill before leaving. In class or porche restaurants there will be a host or hostess or even a maître d’hôtel to welcome customers and to seat them. Other staff’s waiting on customers include busboys and slimmers.


Restaurants can be classified by whether they provide places to sit, whether they are served by wait-staff and the quality of the service, the formal atmosphere, and the price range. Restaurants are generally classified into three groups

  • Quick Service – Also known as fast food restaurants. They offer limited menus that are prepared quickly. They usually have drive-thru windows and take-out. They may also be self- service outfits.
  •  Mid scale – They offer full meals at a medium price that customers perceive as “good value.” They can be of full service, buffets or limited service with customers ordering at the counter and having their food brought to them or self service.
  • Upscale – Offer high quality cuisine at a high end price. They offer full service and have a high quality of ambience.


Restaurants often specialize in certain types of food or present a certain unifying, and often entertaining, theme. For example, there are seafood restaurants, vegetarian restaurants or ethnic restaurants. Generally speaking, restaurants selling “local” food are simply called restaurants, while restaurants selling food of foreign origin are called accordingly, for example, a Chinese restaurant and a French restaurant.

Depending on local customs and the policy of the establishment, restaurants may or may not serve alcoholic beverages. Restaurants are often prohibited from selling alcohol without a meal by alcohol sale laws; such sale is considered to be activity for bars, which are meant to have more severe restrictions. Some restaurants are licensed to serve alcohol (‘fully licensed’), and / or permit customers to ‘bring your own’ alcohol.


A cafeteria is a restaurant serving mostly cooked ready to food arranged behind a food -serving counter. There is little or no table service. Typically, a patron takes a tray and pushes it along a track in front of the counter. Depending on the establishment, servings may be ordered from attendants, selected as ready-made portions already on plates, or self-serve of food of their own choice. In some establishments, a few items such as steaks may be ordered specially prepared rare, medium and well done from the attendants. The patron waits for those items to be prepared or is given a number and they are brought to the table. Beverages may be filled from self- service dispensers or ordered from the attendants. At the end of the line a cashier rings up the purchases. At some self-service cafeterias, purchases are priced by weight, rather than by individual item.

 The trays filled with selected items of food are taken to a table to eat. Institutional cafeterias may have common tables, but upscale cafeterias provide individual tables as in sit-down restaurants. Upscale cafeterias have traditional cutlery and crockery, and some have servers to carry the trays from the line to the patrons’ tables, and/ or bus the empty trays and used dishes

Cafeterias have a wider variety of prepared foods. For example, it may have a variety of roasts (beef, ham, turkey) ready for carving by a server, as well as other cooked entrées, rather than simply an offering of hamburgers or fried chicken.

 Casual Restaurants:

A casual dining restaurant is a restaurant that serves moderately-priced food in a casual atmosphere. Except for buffet- style restaurants, casual dining restaurants typically provide table service. Casual dining comprises of a market segment between fast food establishments and fine dining restaurants.

 Fast Casual-Dining Restaurants:

A fast casual restaurant is similar to a fast- food restaurant in that it does not offer full table service, but promises a somewhat higher quality of food and atmosphere. Average prices charged are higher than fast- food prices and non-disposable plates and cutlery are usually offered. This category is a growing concept that fills the space between fast food and casual dining. Counter service accompanied by handmade food (often visible via an open kitchen) is typical. Alcohol may be served. Dishes like steak, which require experience on the part of the cook to get it right, may be offered. The menu is usually limited to an extended over-counter display, and options in the way the food is prepared are emphasized. Many fast casual-dining restaurants are marketed as health- conscious: healthful items may have a larger number of items than normal portion of the menu and high-quality ingredients such as free- range chicken and freshly made salsas may be advertised. Overall, the quality of the food is presented as a much higher class than conventional factory-made fast food. An obvious ethnic theme may or may not be present in the menu.

 Other Restaurants

 Most of these establishments can be considered subtypes of fast casual-dining restaurants or casual-dining restaurants

i) Café

Cafés and coffee shops are informal restaurants offering a range of hot meals and made-to-order sandwiches. Cafés offer table service. Many cafés are open for breakfast and serve full hot breakfasts. In some areas, cafés offer outdoor seating.

ii) Coffeehouse

Coffeehouses are casual restaurants without table service that emphasize coffee and other beverages; typically a limited selection of cold foods such as pastries and perhaps sandwiches are offered as well. Their distinguishing feature is that they allow patrons to relax and socialize on their premises for long periods of time without pressure to leave promptly after eating.

iii) Pub

A pub (short for public house) is a bar that serves fare. Traditionally, pubs were primarily drinking establishments with .food in a decidedly secondary position, whereas the modern pub business relies on .food as well, to the point where gastropubs are known for their high-quality pub .food. A typical pub has a large selection of beers and ales on tap.

iv) Bistros and Brasserie

A brasserie is a café doubling as a restaurant and serving single dishes and other meals in a relaxed setting. A bistro is a familiar name for a café serving moderately priced simple meals in an unpretentious setting. Especially in Paris, bistros have become increasingly popular

with tourists. When used in English, the term bistro usually indicates either a fast casual-dining restaurant with a European-influenced menu or a café with a larger menu of food.

v) Family Style

“Family style restaurants” are restaurants that have a fixed menu and fixed price, usually with diners seated at a communal table such as on bench seats. More common in the 19th and early 20th century, they can still be found in rural communities, or as theme restaurants, or in vacation lodges. There is no menu to choose from; rather food is brought out in courses, usually with communal serving dishes, like at a family meal. Typical examples can include crabhouses, German-style beer halls, BBQ restaurants, hunting lodges, etc. Some normal restaurants will mix elements of family style, such as a table salad or bread bowl that is included as part of the meal.

vi) Delicatessens Restaurant

Restaurants offering foods intended for immediate consumption. The main product line is normally luncheon meats and cheeses. They may offer sandwiches, soups, and salads as well. Most foods are precooked prior to delivery. Preparation of food products is generally simple and only involves one or two steps.

vii) Ethnic Restaurants

They range from quick-service to upscale. Their menus usually include ethnic dishes and / or authentic ethnic foods. Specialize in a particular multicultural cuisine not specifically accommodated by any other listed categories. Example: Asian Cuisine, Chinese cuisine, Indian Cuisine, American Cuisine etc.

viii) Destination Restaurants

A destination restaurant is one that has a strong enough appeal to draw customers from beyond its community. Example: Michelin Guide 3-star restaurant in Europe, which according to the restaurant guides is “worthy of a journey”.


Staff organization is basically concerned with matters such as the decision of tasks within the restaurant, position of responsibility and authority and the relationship between them. It helps in introducing the concept s of span of control, level of management and delegation of power and responsibilities.

French                                                     American                                      English 

MAÎTRE D’HÔTEL                            SENIOR CAPTAIN                           HEAD WAITER

RÉCEPTION                                          RECEPTION                                           RECEPTION

MAÎTRE D’HÔTEL DE                     SENIOR CAPTAIN                                      HEAD WAITER

CARRÉ                                                           STATION                                             STATION

CHEF DE RANG                              CAPTAIN                                    STATION HEAD


COMMIS                                            STATION ASSISTANT        ASSISTANT  WAITER

DEBARSSEUR                                 STEWARD/ BUS BOY

APPRENTI                                        APPRENTICE                                   TRAINEE

Duties and responsibilites of Reataurant Staff

All types of catering establishments require a variety of staff positions in order to operate effectively and efficiently. The food and beverage service department usually has the largest staff. Able leadership and supervision is required to effectively direct the department and guide the staff. The personnel in the food and service industry require practical knowledge of operations as even a small error can cause displeasure to the guest. Coordination of activities of all outlets is essential to provide the guest with quality service at all times. Teamwork is the watchword in any food and beverage service department. A dedicated and committed team, with able leadership, under ideal working conditions, helps in fulfilling the establishment’s ultimate goal of guest satisfaction The important duties and responsibilities of the restaurant staffs are discussed in this section.

Food and Beverage Manager

The food & Beverage manager is the head of the food & Beverage service department, and is responsible for its administrative and operational work. Food & Beverage Managers direct, plan and control all aspects of food & Beverage services.

 Food & Beverage Managers require excellent sales and customer service skills, proven human resource management skills, and good communication and leadership skills. Desired knowledge for this position includes knowledge of the products, services, sector, industry and local area, and knowledge of relevant legislation and regulations, as well. Hence it is said that food & Beverage manager is a Jack-of-all-trades, as the job covers a wide variety of duties.

Assistant Food and Beverage Manager:

The assistant food and beverage manager assists the food and beverage manager in running the department by being more involved in the actual day-to-day operations. This position exists only in large organizations. An assistant food and beverage manager’s job includes:

  • Assisting section heads during busy periods.
  •  Taking charge of an outlet, when an outlet manager is on leave.
  •  Setting duty schedules for all the outlet managers and monitoring their performance.
  •  Running the department independently in the absence of the food and beverage manager.

 Restaurant Manager:

Restaurant Manager is responsible for directing and supervising all activities pertaining to employee relation, food production, sanitation, guest service and operating profits. The restaurant manager is either the coffee shop manager, bar manager or the specialist restaurant manager. The restaurant manager reports directly to the food and beverage manager and has overall responsibility for the organization and administration of a particular outlet or a section of the food and beverage service department.

Room Service Manager:

The room service manager reports directly to the food and beverage manager and is responsible for the room service outlet. The room service manager checks that the service rendered to the guests conforms to the standards set by the hotel. He also monitors all operational aspects of the outlet such as service, billing, duty charts, leave and absenteeism, in addition to attending to guest complaints regarding food and beverage service.

The room service manager is also in charge of the sales and expenditure budget. The room service is most liable to have problems. The room service manager should ensure coordination among the room service order taker, the captain and the waiter.

Bar Manager:

Bar Manager organizes and controls a bar’s operations. A bar manager arranges the purchase and pricing of beverages according to budget; selects, trains and supervises bar staff; maintains records of stock levels and financial transactions; makes sure bar staff follow liquor laws and regulations; and checks on customer satisfaction and preferencesThe bar manager should have good interpersonal skills and good memory. He must be efficient and speedy, must enjoy working with people. He should have good cash-handling skills.

Banquet Manager:

The banquet manager supervises the banquet operations, sets up break-down service according to the standards established by the hotel. He co-ordinates the banquet service in conjunction with other departments involved and prepares weekly schedules for the banquet personnel.From the time the bookings are done till the guest settles the bill, the banquet manager is in charge of all aspects of banquet and conference operations. He supervises the work of the banquet sales assistants, who do the banquet bookings and the captains and waiters who perform the food and beverage service activities under his guidance. He is responsible for organizing everything right down to the finest detail.

The banquet manager projects the budget of the banquets, and works in close coordination with the chef in preparing menus. He is responsible for making an inventory of all the banquet equipment and maintaining a balance between revenue and expenditure.

Other Staff Designations at Various Levels

The following are the various designations with their job specifications in the food and beverage department.

i) Senior Captain or Maitre d’ Hotel

The senior captain has overall responsibility for operations. He prepares the duty charts in consultation with the outlet manager. He oversees the Mise-en-place, cleaning, setting up of the outlet and staffing to ensure that the outlet is always ready for service. The senior captain receives the guests and hands them over to the captain or station holder. He takes orders from guests if the captain is unable to do so. The senior captain should be an able organiser and also be prepared to take over the duties of any member of the staff as and when required.

ii) Reception Head Waiter

This staff member is responsible for accepting any booking and for keeping the booking diary up-to-date. He / she will reserve tables and allocate these reservations to particular stations. The reception head waiter greets guests on arrival and takes them to the table and seats them.

iii) Captain / Chef de Rang

This position exists in large restaurants, as well as in the food and beverage service department of all major hotels. The captain is basically a supervisor and is in charge of a particular section. A restaurant may be divided into sections called Sations, each consisting of 4 to 5 tables or 20 to 24 covers. A captain is responsible for the efficient performance of the staff in his station. A captain should possess a sound knowledge of food and beverage beverage ‘s order and be an efficient salesperson. Specialized service such as gueridon work involves a certain degree of skill, and it is the captain who usually takes the responsibility to do this work.

iv) Waiters / Commis de Rang / Server

The waiters serve the food and beverage ordered by a guest and is part of a team under a station captain. They should be able to perform the duties of a captain to a certain extent and

Be a substitute for the captain if he is busy or not on duty. They should; also be knowledgeable about all types of food beverages, so that they can effectively take an order from a guest, execute the order and serve the correct dish with its appropriate garnish and accompaniment. They should be able to efficiently coordinate with the other staff in the outlet.

v) Trainee / Commis De Barraseur

The trainees work closely with the waiters, fetching orders from the kitchen and the bar, and clearing the side station in a restaurant. They serve water and assist the waiter. They are mainly responsible for the mise-en-place, and stacking the side board with the necessary equipment for service. The debarrasseur is the ‘learner’, having just joined the food service staff, and possibly wishing to take up food service as a carreer.

vi) Wine Waiter / Sommelier

Wine waiters have an important role to play in reputed establishments. Their job is to take orders for the service of wine and alcoholic beverages and serve them during the meal. Hence they should be knowledgeable about wines that accompany a particular dish and the manner in which they should be served. They should also be aware of the licensing laws prevalent in the city and should be efficient sales persons.

vii) Room Service Waiters / Chef D’etage

Room service waiters work in the room service outlet, serving food and beverage to guests in their rooms. The order is placed by the guest on telephone, and is recorded on a Kitchen Order Ticket (K.O.T). It is then passed on to the duty captain. The duty captain in turn places the order in the kitchen or the bar, as the case may be. The room service waiter who has been assigned that order, sets the tray according to the food or beverage ordered, picks up and delivers the order when it is ready.

viii) Carver / Trancheur

The carver is responsible for the carving trolley and the carving of joints at the table as required. The carver will plate up each portion with the appropriate accompaniment.

ix) Floor Service Staff / Floor Waiter

The floor service staffs are often responsible for an entire floor in an establishment or, depending on the size of the establishment, a number of rooms or suites. Floor service of all meals and breakfast is offered either throughout the day or in a limited time depending



Menu is the statement of food and beverage items available or provided by food establishments primarily based on consumer demand and designed to achieve organizational objectives. It represents the focal point around which components of food service sytems are based. The menu is designed carefully what the outlet wants to cater for, keeping in mind the type of clientle. The main advantage of a well-planned menu is that it leads to consumer satisfaction. It also helps to motivate the employees for a responsible and successful service.


 Breakfast menu

In a restaurant, a menu is the list of dishes to be served or available for a diner to select from. The items that are available for the diner to choose from are broken down into various categories, depending on the time of day or the event. The compilation of a menu is the most important part of a caterer’s work. It is regarded as an art, acquired only through experience and study. The menu is a link between the guest and the establishment, hence it should be carefully planned by the establishment’s professionals, namely the executive chef, the food and beverage manager and the food and beverage controller. The word menu dates back to 1718, but the custom of making such a list is much older. In earlier times, the escriteau (bill of fare) or menu of ceremonial meals was displayed on the wall loadable with the kitchen staff to follow the order in which the disheswere to be served. It is said that in olden times, menus were like a large dictionary with sections covering a variety of dishes. As time progressed the lengthy single copy menu became smaller but increased in number allowing a number of copies placed in table increased. Depending on the establishment and the occasion, the menu may be plain or artistic in its presentation.


In a restaurant, there are two different types of menus which are differentiated by the manner in which they are served and priced. A menu may be a la carte or table d’hôte.

 A La Carte Menu

An “A La Carte Menu”, is a multiple choice menu, with each dish priced separately. If a guest wishes to place an order, an a la carte is offered, from which one can choose the items one wants to eat.

 Traditionally, the original menus that offered consumers choices were prepared on a small chalkboard, a la carte in French; so foods chosen from a bill of fare are described as à la carte, “According to the board.”

Table D’hôte

              Table d’hôte is a French phrase which literally means “host’s table”. It is used to indicate a fixed menu where multi-course meals with limited choices are charged at a fixed price. Such a menu may also be called prix fixe (“fixed price”). It usually includes three or five courses meal available at a fixed price. It is also referred to as a fixed menu. Because the menu is set, the cutlery on the table may also already be set for all of the courses, with the first course cutlery on the outside, working in

towards the plate as the courses progress. In olden days, when the inns or dining establishments offering a limited choice in the menu was not preferred by the guests, they started offering an a la carte menu for guests to select the type of food they wanted to eat.

Fixed menus or table d’hote menus are still used in various forms such as buffet menus, conference packages and on special occasions. A table d’hote menu comprises a complete meal at a predetermined price. It is sometimes printed on a menu card or as in the case of banquets, it is agreed upon by the host of the party. A banquet style of fixed menu has more elaborate choices ranging from the soup to the dessert. For the banquets, the hosts invariably fix or select the menu in consultation with the hotel staff in advance.


  • Cold and warm dishes are listed separately.
  •  Appetizers, soups, seafood and main courses are listed in separate groups.
  • In every group the lighter dishes are listed before the richer ones.
  •  Salads should be highlighted.
  •  If offered, low-calorie foods should be specially indicated, and the number of calories should be stated.
  • If foods are prepared with organically grown ingredients, this fact should be highlighted to the discriminating customer.
  •  Every dish should be described clearly and simply, in an appetizing way, without being too flowery
  •  House specialties and seasonal items should correspond to the season and should change accordingly. Use a clip-on menu or special insert to attract attention to them.
  •  The dessert selection should be listed on a separate attractive card. The menu should inform the guests that such a card is available.





A commercial establishment providing lodging, meals, and other guest services. In general, to be called a hotel, an establishment must have a minimum of six letting bedrooms, at least three of which must have attached  (enquire) private bathroom facilities. Although hotels are classified into ‘Star’ categories (1-Star to 5-Star), there is no standard method of assigning these ratings, and compliance with customary requirements is voluntary. A US hotel with a certain rating, for example, is may look very different from a European or Asian hotel with the same rating, and would provide a different level of amenities, range of facilities, and quality of service. Whereas hotel chains assure uniform standards throughout, non-chain hotels (even within the same country) may not agree on the same standards. In Germany, for example, only about 30 percent of the hotels choose to comply with the provisions of the rules established by the German Hotels & Restaurants association. Although both WTO and ISO have been trying to persuade hotels to agree on some minimum requirements as world-wide norms, the entire membership of the Paris-based International Hotel & Restaurant (IH&RA) opposes any such move. According to IH&RA, to harmonize hotel classification based on a single grading (which is uniform across national boundaries) would be an undesirable and impossible task. As a rough guide: A 1-Star hotel provides a limited range of amenities and services, but adheres to a high standard of facility-wide cleanliness. A 2-Star hotel provides good accommodation and better equipped bedrooms, each with a telephone and attached private bathroom. A 3-Star hotel has more spacious rooms and adds high-class decorations and furnishings and color TV. It also offers one or more bars or lounges. A 4-Star

hotel is much more comfortable and larger, and provides excellent cuisine (table d’hote and a la carte), room service, and other amenities. A 5-Star hotel offers most luxurious premises, widest range of guest services, as well as swimming pool and sport and exercise facilities. The Official Hotel Guide (published in the US, and followed world wide) has its own

classification scheme that ranks hotels in nine categories as (1) Moderate Tourist Class, (2)

Tourist Class, (3) Superior Tourist Class, (4) Moderate First Class, (5) Limited Service First Class, (6) First Class, (7) Moderate Deluxe, (8) Deluxe, and (9) Superior Deluxe.

 Listing of some leading hotel in Bangladesh

Radisson blu Water Garden Hotel ,Dhaka
Sprawling over 7 acres of manicured grounds and gardens with water features, the Radisson Water Garden Hotel offers all the conveniences of a business hotel with an atmosphere and amenities of an exclusive resort.

 “Very Nice Place and excellent food”

Person found this review helpful stayed here on a recent trip to Bangladesh and it was great. Very modern and comfort table. The service was excellent.


This is one of my favorite hotels. I stay here minimum 2 times a year. What I like most is the key card to access the elevators to get to your floor – this is great for security. I am always received at the airport and promptly taken to the hotel. Every one remembers me from the doorman to those in the restaurants. The rooms are very clean and comfortable – its so difficult to get out of bed since they are so comfortable. The food is pricey though tasty. But

If your ar eon a budget eat out. If you have to check out early there is a guest lounge with complimentary coffee and tea. You can also use the showers in the gym before leaving. Its an incredibly busy hotel but the rooms are very quiet with great security. Internet wifi is free. its very close to airport so if there is a strike you will not be Stuck. It is located near the military training barracks so supposedly safe. Breakfast buffet is unbelievable. Check always if your breakfast is included on check in because the

Person who books the room sometimes forgets to specify and you can get slapped with a huge bill. gym is nice too. I once had to stay in the Sheraton – I regretted it. I will never stay elsewhere. This is just great.

“Excellent hotel for leisure and business”

This hotel is little bit away from the crowded city and near to airport. Easily can pass leisure time after business work. Features and amenities can be compared with any five star hotels in Bangladesh. Also good for night life’s i.e., disco. 🙂

“Ballrooms are Infested by Mosquitoes”

I live in Dhaka and major events are often held at this hotel. After my last experience I will never go back. On the positive side, the rooms are quite modern and nice. It is a bit of a hassle having to use key cards to access floors (especially if you are part of a group), but I guess this…

“Royal but could do better”

The hotel is a short distance from the Airport and far away from the crowded city. In case your work is in Gulsan and Uttarn areas, the hotel is well located. A railway track runs beside the hotel but doesn’t disturb much. It has well equipped health centre as also Cigar room [on 8th Flr.]. In addition to swimming pool

“Worse Radisson ever”

Very poor service. Had to wait hours to get a room allocated. Very unfriendly reception. How on earth did they manage to enter the Radisson group? Avoid, avoid.

“2nd best hotel in Dhaka …”

I stayed in the Radisson for a change from the Westin to see what the Radisson is like. There are some positives: the hotel is spacious, the business lounge on the 8th floor is spacious and quite good for business meetings conveniently located next to the Sublime restaurant and the hotel is out of the town centre near the airport…

“Will need to evolve a bit more,mosquitos in dining area”

Perhaps the best place to stay in Dhaka. Staff need to learn a bit more of customer service. They still have a habit of finding faults with the customer. Mosquitoes in the main dining area need to be addressed. 95% staff super friendly and efficient. Great place to stay.

Intercontinental hotel

The renowned international five-star hotel in Bangladesh, Ruposhi Bangla Hotel former Dhaka Sheraton Hotel) is in the most prestigious location of Dhaka city, capital of Bangladesh.

“Amazing place!”

right in the middle of Dhaka, this is a very famous landmark in the region. The Hotel apparently is going to soon be renovated, but it has the old style of lobby, shops, cafes and restaurants, poolside oriental one and simply everything about this hotel is charming in a way. The rooms were big with some very nice housekeeping staff…

“Past its best, but very good value overall”

I knew this hotel when it started life an Intercontinental, back in the 70s. Back then, it was the only decent hotel in Dhaka. With expansion under Sheraton’s management, and now as a government owned hotel (the dreaded Parjatan Corporation), the hotel awaits a new management contract – with Intercontinental. If this is going to happen, then many millions must…

“In need of renovation”

Spent several days whilst attending an event held at this venue (same time as BPL finals – so hotel near capacity as most team players located at the hotel). Had a room on the no smoking floor, but still smelly (a bit damp/musty). Rooms okay – but quite dated. Wired internet access in the rooms, WIFI only available in the…

“New Name but Old Elegance”

The hotel is located at the central place of Dhaka city. The very big shopping mall like BashundharaCity is within walking distance from the hotel. The hotel looks very clean fresh

inside and out. It has very comfy rooms too. To me, it is the best hotel to enjoy and stay in Bangladesh.

“The best thing about the hotel is the staff”

The old Sheraton and I was told the soon to be new Intercontinental (subject to final contract and an upgrade!) the Ruposhi Bangla is past its best but nevertheless still a reasonably comfortable place to stay. The rooms are adequate but the bathrooms could do with ripping out and starting again (shower curtains – yuk!). I had to change rooms…

“Excellent service in a rather tired building”

I have stayed at this hotel at least twice a year for the past 5 years and for the second time since the hotel was re-named after having been the Dhaka Sheraton. The staff are always welcoming, polite and wish to tender to one’s every need. For that alone I would give the hotel the 5 stars, but although the…

“Excellent service in a rather tired building”

I have stayed at this hotel at least twice a year for the past 5 years and for the second time since the hotel was re-named after having been the Dhaka Sheraton. The staff are always welcoming, polite and wish to tender to one’s every need. For that alone I would give the hotel the 5 stars, but although the…

Decent business stay in Dhaka”

I stayed here for a week in August 2011 on a business trip. It was my first and only trip to Dhaka so I have no hotel frame of reference, but it was a decent experience.
Pros: friendly front desk staff, attractive lobby, tennis court, pool, several dining options, respectable,Internet speeds with good Wi-Fi coverage Cons: The shower was just awful, with a narrow tub to stand in and a shower curtain that was constantly touching my skin due to proximity. The room also had certain dampness or humidity to it at all times.

Pan Pacific Sonargaon Dhaka

Pan Pacific Sonargaon Dhaka is a magnificent business-class hotel, ideally located in central Dhaka close to the Motijheel commercial area, Dhakas diplomatic area of Baridhara and Gulshan,

“Fantastic Hotel in Dhaka”

Ambiance: Excellent from lobby to pool to room Place: near Basundhara Mall, excellent place if u r new in Dhaka to visit all important places Rooms: are Excellent ,Size,King size Bed (ask for king size bed room only)with Good quality linen,curtain and Towels,good LCD (only few channels),Fruits supplied is of good quality but not of your choice (No Banana),Tea Makers…

“Definitely gone down”

I checked my review of my first stay here two years ago and this time, I cannot share the same enthusiasm. This hotel has definitely gone down. I think it has to do with the economy. The first time I came, the Bangladesh stockmarket was hitting all-time highs. There was a buzz about the place and the mood was just…

“Quality deteriorated over five years”

Having visited Sonargaon Hotel a few times over the past 20 years and having stayed there over the past five years (and having been married there) … unfortunately the quality and

service seem to have deteriorated. Some of the older staff are still very friendly and offer good service, but many of the newer staff do not live up to…

“Excellent atmosphere and great food”

The buffet is diverse and excellent taste. I enjoyed the local choices combined with more international dishes. The salads and fresh fruits were wonderful. The selections on the menu were also good. Atmosphere is soft, quiet and inviting for travelers and locals alike. Some of the food can be spicy but ask for it not to be so spicy and…

“Business trip to Dhaka”

Well positioned hotel, away from the worst of the horrible traffic in Dhaka. Friendly and helpful staff. Happy to recommend

“Good hotel for Dhaka, but with a few snags”

The Pan Pacific Sonargaon Hotel is located in Dhaka city, close to the big vegetable market. It is a very large hotel that appears to cater mainly to business people, and also does a lot of big weddings and events, especially from Oct to April. We would recommend staying there, but don’t expect a 5 star experience. Good things: 1)…

“Peaceful place to work and relax”

The entry to the hotel gives first sign of relief as one moves away from crowded and unkempt streets. The lobby is inviting so also the staff. The pictures, particularly of those dignitatiries who have stayed at the hotel projects satisfying image. The dinning places are comfortable and the breakfasts specially good. The swimming pool at the backside is not…

“Serene Base in the Heart of the Tech Quarter”

Traveling to Dhaka on business, I wanted somewhere away from the hustle and bustle. The Sonargaon was recommended and didn’t disappoint. The hotel is a frequent haunt of the rich, famous and politicians and so has a high level of security. It’s right on the main road to the airport and across the road from the TechCenter where may…

“Modern hotel in Dhaka”

The hotel is modern and clean with smart rooms and excellent restaurants and service. The hotel is secure and friendly. The central location is good for business travellers including for attending trade shows at the exhibition center. 45 minutes from the airport.

“Nice hotel with little deficits”

Friendly reception and very friendly staff. Hotel rooms are standard for 5 star hotel. Positive: Free Internet but a bit slow so sending via Outlook was not possible. Good

amenities. Food was goo, breakfast with all components you could expect from a 5star hotel but nothing creative. Bathroom with a nice shower and very quick warm water but no shaving…


“darn nice rooms in a sea of squalor”

Westin rips you off in their restaurants but is probably the best value if you get a rate under USD 270, others far lesser hotels charge nearly that much do not let them give you room on

2nd to top floor, they burned me the 1st night and gave me room below the disco, demanded they move me next day

“Above average Westin”

Above average. I have been to about 10-15 Westins (and many Marriots, Sheratons, Hiltons…) and I can say that this location ranks in the top tier, so you can book there in confidence. Rooms: Large, pretty new. Bathroom well appointed. Service: Hotel transporation is very expensive but professional. Check-in was quick Room service: Slightly slow, but food was ok (slighty.).

“Best hotel in town but also the most expensive”

This is a very good hotel; needless to say. The service is great. The ambience is elegant and the rooms are clean. Here is a brief overview of the highlights and short comings: – The hotel has a good basic gym with almost anything that you would need. It is sectioned off for men and women. 6 tredmills in each…

“A very good choice in Dhaka and value for money!”

I was on a business trip to dhaka and stayed at the Westin 18th -21st March on Club floor.. I arrived in the afternoon at Shah Jalal airport and it took me about 40mins to get to the Westin,which is bang in the middle of business district. The traffic in Dhaka can be frustrating and annoying for people who are not…

“A cracker in Dhaka – but not cheap”

My second trip to Dhaka and 2nd stay at tha Westin hotel. Arriving from HK I again pre-booked a hotel car to pick me up at the airport upon arrival. At USD$23 each way it not cheap but a safe option after midnight. The welcoming arrival includes security screening prior to entry to the hotel and an escort to the…

“Nice & safe stay in a totally new country @ Westin, Dhaka”

It’s again my business trip which made me travel to Bangladesh for the first time ever & booking hotel for your stay in a new place where ur going for the first time is the one of the most complex job as u don’t hv any clue abt the place but in my case it’s completely taken care by my…

“Best hotel in Dhaka”

Westin Dhaka is undoubtedly the best hotel in Dhaka. It is also one of the classiest Westin hotels’ that I have stayed in anywhere in the world. Every time I stayed there, I was upgraded to a suite. The room decor is relatively traditional but the bathrooms are unbarred luxurious for a Westin property. The location of the hotel is…

“truly best hotel in Dhaka”

Very comfortable rooms and great bed/pillows. Breakfast included–an excellent buffet. The staff here are very sweet and helpful—at reception, in restaurants, in spa, at concierge, etc. The Prego restaurant on the top floor has a good menu and good food. The spa/exercise area/pool on 5th is really nicely done—good place to work out/swim. I’ve stayed at other hotels (2-4 stars)…

“Best in Dhaka”

I stayed in the Westin then in the Radisson to see what the Radisson is like. The Radisson has some positives but the Westin is still number 1. The main decider for me is the Westin offers

flexible checkout times. Many flights arrive and depart in the evenings in Dhaka. At the Westin they offer part day rates so you…

Lake Shore Hotel & Apartment

“Very happy during 2 week stay”

I’m a big complainer about hotels (just ask my colleagues 🙂 I was very pleased with this hotel. Ok, my first room (on the 1st floor) was not good, and ace I was staying two weeks, I switched. The seed room I stayed in, on the 5th floor, was much better. Internet worked well (much better on 5th floor) Gym…

“Good hotel, good food, quiet environment, reasonable price”

Stayed in the hotel for more than 3 weeks (deluxe room). Staff is very friendly and helpful. Rooms are clean, there is a good variety of food at the restaurant. It’s located in Gulshan, a quiet environment and away of the hectic traffic of Dhaka.

Comfortable – and overpriced”

The Lakshore hotel would rate 3 stars in the real world. It’s very comfortable and staff are friendly. The gym is tiny and was out of service for the whole of my 8 day stay.

“Good Stay but quite $$$$”

Spent one night at Lake Shore Hotel and Apartment last week. The airport pickup and transfer went very smoothly. The Check-in was very smooth and I was quickly escorted to one of the “Crowner Suite” room. The Room was quite adequate although a bit rough around the edges.

“Great business hotel, and away from the crazy streets of Dhaka

I was a little hesitant to stay here on my first trip to Dhaka. Having looked at it on the map I was hesitant to stay farther from the main roads for accessibility reasons. However, I went to the Westin for dinner one night and the street to access the Westin was insane. It was difficult to get a car…

“Executives Dream Room”

This semi 5 star hotel is ideal for corporate visits but you need to be able to avail the corporate discounted rates to call it an A1 rooms her what an executive needs in fact you can call it perfect.


Lovable hotel

I loved this hotel very much, everything neat and clean including the lobby, rooms, etc. Every staff was so friendly right from the guy who came for airport pick up, driver, the reception people, etc. Before you give your reservation details, every body welcomed you by your name and so I was so much impressed. Rooms are big and very…

 The World’s Best Hotels:


For extreme adventurers, for luxury loving families, for seekers of romance… there is a perfect hotel for everyone. And because finding that “just right” hotel can be difficult, we have created a collection of selective — and truly original — “Top 10” lists based on themes that range from boutiques to spa retreats to wine country inns. If you’re seeking the finest and most distinctive lodgings around the world, this is the place to begin.

List of largest hotels in the world

To list the largest hotels in the world. Any hotel that has 1,000 rooms or more can be included in this list.

1000 or more rooms




Rooms & Suites


1The Venetian & The PalazzoParadise8,10852, 37, and 14 floors (3 towers)
2Izmailovo HotelMoscow7,5004 towers, Alpha, Beta, Vega, Gamma-Delta, 30-stories each
3MGM Grand Las VegasParadise6,582includes MGM (30 floors), Signature, Skylofts, and The Mansion
4First World HotelGenting Highlands6,11824 floors (Tower 1), 28 floors (Tower 2)
5Sands Cotai CentralCotai Strip, Macau6,0004 hotel towers. Conrad Macau (600), Holiday Inn Macao Cotai Strip (1,400), Sheraton (2,000) and SheratonTowers (2,000)
6Disney’s All-Star ResortOrlando, Florida5,5243 Themes (Movies, Music, Sports), 30 Buildings – 3 floors each
7Wynn Las Vegas/Encore Las VegasParadise4,73448/50 Floors (2 towers)
8Luxor Las VegasParadise4,40822/22/36 floors (3 buildings)
9Mandalay Bay/THEhotel/Four Seasons Las VegasParadise4,33243 floors
10Ambassador City JomtienPattaya4,219
11Excalibur Hotel and CasinoParadise4,00828 floors (2 towers)
12Aria Resort & CasinoParadise4,00461 floors[1][2]
13Bellagio Las VegasParadise3,99336 floors
14Circus CircusWinchester3,774
15Shinagawa Prince HotelTokyo3,680
16Flamingo Las VegasParadise3,56528 floors
17Gran Bahia PrincipePunta Cana, Dominican Republic,3500 rooms
18Hilton Hawaiian VillageHonolulu3,3867 towers
19Caesars PalaceParadise3,340
20Disney´s Port Orleans Riverside and French Quarter[3]Lake Buena Vista3,0563 floors
21The MirageParadise3,04430 floors
22Monte Carlo Resort and CasinoParadise3,00232 floors
23The Venetian MacaoMacau3,000
24Cosmopolitan of Las VegasParadise2,99553/51 floors
25Las Vegas HiltonParadise2,95630 floors
26Paris Las VegasParadise2,91633 floors
27Treasure Island Hotel and CasinoParadise2,88538 floors
28Gaylord Opryland Resort & Convention CenterNashville2,8816 floors
29Disney’s Pop Century Resort[3]LakeBuena Vista2,8804 floors
30Bally’s Las VegasParadise2,81426 floors
31BorgataAtlantic City2,80243 floors
32Oasis Beach HotelAntalya2,700 [4]
33Imperial Palace Hotel and CasinoParadise2,635
34Harrah’s Atlantic CityAtlantic City2,588
35Harrah’s Las VegasParadise2,57615/35 floors (2 towers)
36Planet Hollywood Resort and CasinoParadise2,56739 floors
37Marina Bay SandsSingapore2,56155 floors (3 towers)
38Rio All Suite Hotel and CasinoParadise2,522
39Moon Palace Gulf & SpaRiviera Maya2,457
40Stratosphere Hotel & CasinoLas Vegas2,444
41Golden Nugget Las VegasLas Vegas2,345
41Atlantis Paradise IslandParadise Island2,345
43Walt Disney World Swan and Dolphin ResortWalt Disney World – Orlando, Florida2,265 [5]
44Trump Taj MahalAtlantic City2,24814/95 floors (2 towers)
45Galaxy MacauMacau2,200
45City of DreamsMacau2,2003 hotel towers. Hard Rock Hotel, Grand Hyatt Macau and CrownTowers
47South Point Hotel, Casino & SpaEnterprise2,163
48Hotel Moon Palace CancúnCancun2,133
49Tropicana Casino and Resort Atlantic CityAtlantic City2,129
50Disney’s Caribbean Beach ResortLakeBuena Vista2,1122 floors
51Riviera (hotel and casino)Paradise2,100
52New York-New York Hotel & CasinoParadise2,02449 floors
53Hyatt Regency ChicagoChicago2,02036 floors
54Orlando Marriott World CenterOrlando2,00028 floors
54Dacheng InternationalHebei2,000
54Gaylord National Resort & Convention CenterWashington, DC/Oxon Hill2,00018 floors
54Disney’s All-Star Music ResortLake Buena Vista2,0003 floors
54Zhangjiajie Dacheng Shanshui Tanxia InternationalChina2,000
59Grand Sierra ResortReno1,99527 floors
60Hilton New YorkNew York1,98049 floors
61Disney’s Coronado Springs ResortLakeBuena Vista1,967
62New York Marriott MarquisNew York1,94949 floors
63Disney’s All-Star Movies ResortLakeBuena Vista1,9203 floors
64Hilton San Francisco Union SquareSan Francisco1,90846 floors (tallest of 3 towers)
65Aquarius Casino ResortLaughlin, Nevada1,907
66The Orleans Hotel and CasinoParadise1,885
67Tropicana Resort & CasinoParadise1,87821/22 floors (2 towers)
68Sheraton Dallas HotelDallas1,84042 floors
69Bally’s Atlantic CityAtlantic City1,75330 floors
70Sheraton New York Hotel and TowersNew York1,75050 floors
71Beau Rivage (Mississippi)Biloxi1,74032 floors
72Silver Legacy Resort CasinoReno1,720
73Hotel PennsylvaniaNew York1,70022 floors
74Atlanta Marriott MarquisAtlanta1,67552 floors
75Hilton New Orleans RiversideNew Orleans1,66029 floors
77Palmer HouseChicago1,639
78Sheraton Waikiki HotelHonolulu1,634
79Royal National HotelLondon1,63031 floors
80Manchester Grand HyattSan Diego1,625
81Hilton AnatoleDallas1,60827 floors
82Crown CasinoMelbourne, Australia1,60443,[6]23,28, floors across 3 towers,

CrownTowers, Crown Metropol & Crown Promenade83John Ascuaga’s Nugget Casino ResortSparks, Nevada1,60029 floors in 2 towers84Delta Chelsea HotelToronto1,590 85JW Marriott/Ritz Carlton Orlando Grande LakesOrlando1,58426/15 (2 towers)86Anaheim HiltonAnaheim1,572 86Circus Circus RenoReno1,57223/23/28 floors (3 towers)88Hilton ChicagoChicago1,54429 floors89Atlantis, The PalmDubai1,539 90Xianglu GrandHainan, China1,525 91Gaylord Texan Resort & Convention CenterGrapevine1,5119 floors92FountainebleuMiami Beach1,504 93Marriott MarquisSan Francisco1,500 94VdaraParadise1,49557 floors94Rin Grand HotelBucharest1,45915 floors96Peppermill Hotel CasinoReno1,407 97Gaylord Palms Resort & Convention CenterOrlando1,4069 floors98Lotte Hotel SeoulSeoul1,40038 floors99Sheraton Centre HotelToronto1,37742 floors100Fairmont Royal York HotelToronto1,36528 floors

 Radisson Water Garden Hotel Dhaka

Airport Road, Dhaka Cantonment, Dhaka 1206, Bangladesh

Reservations: (800) 333-3333

Telephone: 880 2 875 4505-8 / 875 4555

Fax: 880 2 875 4504 / 875 4554

Radisson in Brief

Earth ,fire, water, wood and metal .Push through the gleaming glass doors and enter the Radisson Water Garden Hotel, and you’ll see the five Chinese elements in action. An interesting fusion of contemporary European architecture, with elements of Oriental/Mediterranean design, the décor is timeless and unique. The color scheme is very earth, metal and wood, with beige, brown and gold tones, and is repeated in various combinations in the various sections throughout the hotel. Let’s take a closer look, at this sweet retreat.Standing on a whopping 7.2 acres of land, this hotel is located conveniently close to the airport, and far away from the hubbub of the city. Drive up the ramp that leads you straight to the vast atrium that houses the lobby. Here, you are greeted by the friendly concierge, and ushered to the seating area, with its open layout and plush seating working with the soft, mellow lighting and live orchestra to create a welcoming ambience. The Atrium includes Radisson Club Rooms, which feature extra-special amenities including separately staffed lounge, complimentary breakfast, tea and coffee throughout the day and evening cocktails and canapés. For those planning a stay, there are 206 rooms to choose from, with five suites. Spacious and comfy, the rooms offer king and queen size beds or two double beds, large work areas with high-speed Internet, direct control air-conditioning, in-room safe, mini brand ironing facilities, to name a few amenities. Whilst comfortable and casual, all the rooms and suites are set up for business travelers. Every room has a large and dedicated port for laptop connection. The earthy, metallic theme is echoed in each one, with a framed Benarasi or jamdani piece adding a splash of color. Guests at the hotel love lounging around the sparkling pool, which is surrounded by a well-manicured garden. Health-nuts also have the use of a picturesque jogging track that runs around a beautiful ornamental lake. This open area, which embraces the earth, and water elements, offers wireless Internet for those who wish to stay connected, and there are facilities for al fresco parties. If you’re asking for a little more activity, they’ve got an answer to all your dreams. We’re talking about the Sundaree Spa and Health Club.The facilities of this therapeutic heaven are such that it fully negates the need to go to Bangkok or the likes to enjoy the benefits of a spa. The spa consists of eight rooms, including one double room intended for couples that would like to opt for treatment together. All the rooms being styled in a similar manner, the wooden floors and walls provide the exotic feel. Each room is equipped with extremely inviting massage tables draped in soft blue towels and freshly picked flowers on one end. Dimly lit lights and soothing music immediately give off a feeling of peace and  tranquility. The bright and intricately woven jamdani saris that grace the walls and ceilings won our vote. The spa boasts a staff of four Physicians from Thailand who are well trained along these lines. A lip, chin or brow wax (each) costs around Tk 550, a Thai herbal massage Tk 3200, a half an hour foot relaxing massage 1600 taka and the different variety of body higher level for some, the benefits are worth it. The spa is open to all, and a membership is worth some Tk 94000 a year.


Name of the Hotel: RadissonWaterGarden

Location: Airport Road, Dhaka Cantonment. Dhaka, Bangladesh

General Manager :  Andre A. Gomez

Telephone: + 88 02 8754555

Fax :   + 88 02 8754554




From the airport: 07 kms

Located on the main city to airport road

Adjacent to diplomatic enclave & premium commercial hub and shopping area of the city.

Star Category: 5 Star deluxe

Hotel Chain:  Carlson’s Property of Hotel and Resort

Radisson is a business Hotel spread over 7 acres of green land with lush gardens to add to its beauty. The hotel features all the conveniences of a business hotel besides offering the

Luxuries and ambience of a resort. Radisson Hotel readily combines the best features of the local Bangladeshi      traditions along with the contemporary services of the fully equipped modern hotel.


Radisson Hotel is situated on the airport road in close quarters to the diplomatic enclave and the commercial hub of Gulshan, Baridhara and Banani. In fact, the main international airport is just 5 km away from the hotel and takes about 7 minutes drive to reach. This feature makes it more beneficial for the business clients to choose this hotel for their accommodation and other purpose.

History of Radisson

  • Named after  Pierre Esprit Radisson
  • First Radisson was built in 1909
  • The hotel was bought by Curt Carlson in 1962
  •  By 1970 Curt Carlson owned and operated 25 hotels across America
  • In 1987 the original hotel was demolished and the first RadissonPlaza was built on the site. Carlson Companies now owns and operates a multitude of hospitality businesses.
  • Today there are more than 415 Radisson Hotels and Resorts around the world.


We deliver genuine hospitality by anticipating guest expecations with our “Yes I Can” attitude. We promote professionalism and encourage growth o achieve our financial objectives.

Radisson Guarantee

Our Goal at Radisson is 100% Guest Satisfaction. If you are not satisfied with something, please let us know and we’ll make it right or won’t pay


 Radisson has 204 rooms,

Deluxe Room                                     109

Atrium Rooms                                      61

Radisson Club deluxe Rooms               26

Accessible Rooms                                  03

Executive Suites Rooms                          05

Total no. of Rooms                               204

 All air-conditioned includes –

Iron with board

Personal bar

Extra large beds

Luxury mattresses & pillows

Adaptors in all rooms

Laptop compatible electronic safes

Automatic temperature control

High speed broadband internet connectivity

Pool view rooms

Garden view rooms

Imported toiletries

Wi-fi enabled


CategoryRack rate
Deluxe Room19600280++
Atrium Room22400320++
Radisson Club deluxe Room28000400++
Executive Suites Room42000600++

Above rates are exclusive of buffet breakfast.

Check in / Check out 24 hour.

15 % Luxury Tax on rack rate and 10% Service Charge

USD rates are applicable to foreign nationals and non resident Bangladeshis

Rates and taxes are subject to change without prior notice

 Facilities in the Hotel:

Room Service

Restaurants, Bar

Laundry Service

Foreign Currency Exchange

Safe Deposit locker

Fax Service

Gym/Spa/health Club

Doctor on call

Gift Shop


Travel Desk

Taxi Service

Swimming pool

Pastry shop

IT Help desk

Laptop, Web cam & Microphone

Multi Party conference halls

 Operational Department of front office


The front office in a hotel is the department responsible for the sale of hotel rooms through systematic methods of reservation, followed by registration and assigning rooms to customers.The front office is primarily responsible for the selling of the rooms. Besides rooms and sales, the front office is also responsible for accepting reservation, registering arrivals, handling keys and mail, dealing with messages, maintaining statistical information and preparing for guests on their departures. The front office also provides information on the services of the hotel, tourist attractions, travel conditions and also directs bell boys, porters and services to guest rooms. In addition, this office maintains guest accounts and prepares their bills. Many hotels maintain reliable guest history files.The front-office desk should be

attractive and well designed for the guest to form a good impression. It is generally situated at or near the main entrance of the hotel. It must be spacious to accommodate the guest while

checking in a nicely furnished lounge close by for the guest to sit and wait while the formalities are being dealt with are completed.The front office department is the most visible department in a hotel. The focal point of activity within the front office is the reception desk. The reception desk is usually the place at which guests from their first important impressions of the hotel. It is also the communication centre for the hotel’s operation.The reception desk may comprise: cashiering; mail and information; registration; and room assignment. There may be separate desks, or all tasks could be performed at one counter (sometimes known as

multi skill). The reception desk is located in the busiest area of a hotel’s lobby. The main financial tasks which are handled by front office staff include: receiving cash payments; handling guest folios; verifying chouse; and handling foreign currency and credit cards.

The front office is in “RadissonWaterGarden” holds prime importance in view of the basic nature of a hotel. Front office has a complimentary role of image-building, which is the first and last point of contact of every guest.


The main records of the room sales in the front office are:

  • Reservation Form
  • Registration Card
  • Daily Arrival List
  • Reservation Chart
  • Hotel Register
  • Reception Room Status Board
  • Guest Index

Following is a brief description of report/ formats and terms frequently used in front office department.

Arrival List

The arrival list gives summary information of the entire guest who is expected to check it on a particular date.

Number of Visitors

  Name of the guest

  Total No. of people occupying the room (pax)

  Guest Address/Travel agents Name


 Billing Instruction

  Special Request

The group arrival list is also attached to the F.I.T. arrival list to give a summary of all the arrivals for the day. All staff members should read the arrival list, first thing when they come on shift.


The reservation of accommodation is made by the reservation section of the front office. Inquiries are received in person through Telephone, Telegrams, Telex, Letter or block booking list etc.

Thus the main sources of Reservations are:

  • Telephone
  • Mail
  • Telegram
  • Person
  • Travel Agencies
  • Hotel Representatives
  • Airlines
  • Referrals from other hotels

The Procedure

  • Receipt of booking requests by :

Letter: Check the chart. If accommodation is available, mark off on the chart. Head-up copy letter with guest’s name and date of arrival in capital letters, Confirmation should go out on the same day, as a request was received, if possible.

Telex: Use the Same principle. Start with reservation card, mark chart and reply by telex.

Telephone/In Person:  Check chart, Create and advise caller to confirm if time allows or ask for deposit Every morning or on the previous evening, take out and study the day’s arrival, correspondence, check details against cards.Put the registration card in the front of the drawer marked “In-house file”.Write-up the rooming list, previous nights guests should be brought forward. Enter today’s arrival in pencil, showing number of persons, room-rate, and departure day.Upon arrival of the guest (individual or group), they should each complete a registration Card.The name(s) etc., on the rooming list should be inked in red.

Make-up the bill folio’s, which must be typed showing as much details as possible. Add full details of account before it goes to ledger.

File registration card in alphabetical order in-house file drawer. In the absence of Whitney slip system; these cards can be placed in a rack. This will show which rooms are let, Vacant and which is expected to be let that day.

Type up the Whitney Slips and distribute to telephone and porters.


The reception area is the registration desk. Guests, on arrivals are greeted by room desk/receptionists and receive the first impression of the hotel, its staff and its service.

‘C’ form is used for registration of the foreign guest.

Check-In and Check-Out

The Check-in and Departure register is a formal record and control on all arrivals and departures. The main information recorded is:

  • Surname/First Name (Name of guest)
  • Designation
  • Check-in/out Date
  • Room number
  • Number of Pax
  • Purpose of Visit
  • Nationality etc.
  • Rate
  • Billing Instruction
  • Arrived from/Proceeding to

Suppose the guest is foreigner, following details should be filled in the registration card.

  • The Passport Number
  • Date of Issue
  • Place of Issue
  • Date of entry to Bangladesh
  • Purpose of Visit
  • Duration of Stay


A guest departure is the most critical phase of the guest cycle. On receiving the intimation of the guest to check-out from the hotel from the lobby captain or the guest himself, the customer’s bill is updated. The bill is presented to the guest for settlement.


The mail received is sent to the respective mail and key rack or in the appropriate box or Index. For special mail, special records are maintained. The mail is put in the respective pigeon holes of the key and mail rack or sent through the bell boy to the guest room. For the guest yet to arrive, the mail is kept in different sections marked alphabetically. The mail of the guest who has already left the hotel is directed as per the instructions of the mail forwarding card.


All keys are at the key rack handed over to the guest on arrival or when they are asked for


Complaints are received from the guests and concerned departments are informed accordingly. A patient hearing is given to the guests and adequate action taken

To satisfy them. General complaints and suggestions are conveyed to the management and complaints regarding food service and bar service, are conveyed to the management through the front office manager.


On registration of a guest, a guest account is opened. It will record all charges and credits pertaining to the guest’s use of the hotel facilities and services. They include room charges, restaurants, beverages, Laundry, Valet, Paid out and rebates. All Checks made by different departments to guests are collected and sent to the bill section by name of Vouchers. The guest account system has:

  • Guest Bills
  • Duplicate bill or Visitor ledgers
  • Vouchers from Sales Outlets
  • Daily Summary with:

a)      Sales Ledger

b) Cash book and

Handling Cash and Credit

Collection of cash and credit for services rendered by the hotel is most important for the hotels cash flow, its ability to pay its employees and creditors. The cashier must scrutinize personal checks ad deal with foreign currencies either in cash or in the form of traveler chouse.


The daily audit is done at midnight to ensure that all postings have been made correctly and that all guest accounts are up-dated. Different reports regarding the average rate, percentage occupancy, departmental revenues and their relationship to forecasts, are prepared and sent to the management and departmental heads.


There are certain rules that the hotel company has to follow when handling the foreign exchange. Foreign currencies can only be purchased but not sold by the hotel; this states that only rupees can be given in exchange of foreign currency and not only other currency for any purpose.

In Encashment Certificate the following information should be filled.

  • Room Number and Date
  • Guest or Client Name
  • Passport Number
  • Nationality
  • Details of foreign currency Notes/Coins/Travelers cheques purchased (Indicating clearly notes and travelers cheques separately)
  • Details of Adjustment made towards settlement of bills for services rendered.
  • Net amount payable
  • Guest Signature/Manager’s Signature
  • The bill Number

The Front Office Manager

The front office manager must have organizing and administrative ability. He must have knowledge of manners, customs, tastes and ways of life of the main tourist generating countries and must have knowledge of the regulations governing foreign exchange transactions, organization of the hotel, hotel accounting, hygiene and safety regulations and relative labor legislation.

The duties and responsibilities of front office manager are:

  • To be responsible for the different services of his department.
  • To draw up the safety roasters and supervise discipline, conduct and appearance of his staff.
  • To be responsible for reservation, planning and for all operations concerning allocation of rooms.
  • To be responsible for ensuring a good relationship between the guest and the hotel staff.
  • To be responsible for maintaining co-ordination with other departments of the hotel.
  • To exercise control over reservation.
  • To Schedule the duty roasters and ascertain the reason behind determining the manpower, strength of the department.
  • To Co-ordinate sales promotion, banquets and house-keeping departments to have all accommodation ready for conventions and parties.


The House-Keeping operation has the main task of keeping the hotel rooms and public areas clean and attractive. House-Keeping is one of the most vital and interesting departments in many aspects. The work of a housekeeping department in a hotel varies considerably according to the type and size of the hotel.

The house-keeping department takes pride in keeping the hotel clean and comfortable.

The executive Housekeeper also investigates periodic   storing,   cleaning or redecoration which is found to be necessary; she maintains exact records showing when any given area was last decorated and where it is next scheduled for decoration.

The different areas which come under the direct supervision of the executive housekeeper are:

  • Guest Rooms
  • Lobby
  • Public Areas
  • Offices
  • Stairways/Cases

The important functions of a house keeping department are grouped as:

  • Cleaning and Maintenance
  • Training of Personnel
  • Preparation of Schedules and reports
  • Supplies and equipment
  • To provide uniform to the staff
  • To provide guest rooms linen
  • Polishing of furniture’s and fixtures
  • Maintaining the garden of the hotel
  • Stock taking and inventory controls
  • Preparing room reporting and maintaining all document and files
  • Pest control
  • Lost and found
  • To clean the rooms immediately after guest checks-out of the rooms, after taking from front -office

Other  functions

  • Flowers and floral decorations and arrangement
  • Attending complaints and requests of guests
  • Attending to lost properties
  • First-aid to guests and staff

This department ensures that the amenities and bedrooms used by guests are maintained at a high standard. It has to work most closely with the front office. The house-keeping department must be informed as soon as guests check-out and in-turn must notify the front office immediately when a vacated room is ready for occupancy. The house-keeping office notifies floor house-keepers of all vacated rooms and the floor house-keeper will inform the executive house-keeping officer as soon as rooms are cleaned and inspected for re-letting. The lobby is the most important public area in the hotel. Room guests, visitors and the general public all assemble and pass through the lobby. Without the constant attention in picking up loose papers, cigarette stubs and other litter and cleaning the ashtray and sand jars.

Cleaning and Maintenance

Cleaning and maintenance of the areas under its supervision is the primary function of the housekeeping department. The guest rooms require cleaning, changing of the linen, and making up the beds which are done by the maids.

The day-maids serviced cleans the guest rooms. The housemen thoroughly clean bath rooms, wash the tiles, and floor fixtures. Each maid is given a cart to carry her supplies. These carts are in front of the door, behind which the maid is working or where the maid’s card is on the door handle. They are visible to every guest. Each morning these carts are cleaned before being equipped with linens and other supplies. These carts and supplies are kept under the charge of maids closed on every floor. The floor closet contains sheets, pillow cases, bath towels, wash clothes, bath mats, and reserve for mattress pads, bedspreads, blankets and shower curtains to replace what has been stained, soiled or damaged. Other items required for equipping the hotel are : glasses, toilet issues, facial tissues, shoe shine cloths, soap, ashtrays,

Supplies and Equipment

All guest supplies should be properly placed in each room. The items of guest supplies in each room are listed below:

Bedroom Doors:

  • Fire Notice/Room Rate Card
  • Two Breakfast Order Cards
  • One ‘Do Not Disturb’ Card

Dressing Table Top:

  • One Comment Card
  • One Hotel Service Directory
  • One Room Service Menu
  • One Ashtray and matches

Dressing table drawer:

  • The stationery kit (containing 4 sheets of papers, 2 envelops, 2 post cards)
  • Two shoe shine cloths
  • One laundry list/dry-cleaning list
  • One room service menu
  • One mending kit


  • Twelve coat hangers with bar
  • Two laundry bags

Bedside Unit:

  • One ashtray
  • Telephone
  • Note pad and ball pen
  • Luggage racks -two

One top of Television:

  • One restaurant card and Mini bar menu.

Wash  Hands Basin:

  • One box cleaning tissues
  • Two toilet rolls (one in holder/one reserve)
  • One bar soap in bath soap holder
  • Two bar soaps on the basin
  • Two glasses in cling wrap
  • Ashtray

Twin Rooms:

  • Two bath towels
  • Two hand towels
  • Face towels
  • One bath mat

Linen Room

This room supplies linens to the F&B departments and all other departments, collects soiled linen and issues fresh linen with the requisition slip. Linen rooms provides following linens to the department.

Staff Uniforms

F&B Linen

Guest room and bathroom linen

Guest Dress material etc.


If any guest valuable is lost or found, it is reported to Housekeeping control desk. The supervisor enters the details in the lost and found slip. The name of the founder is also entered in the slip. If the address is available a letter is sent to the guests. The article is kept for 3 months or one year. If it is valuable and still if there is no claims then it is auctioned or given to the finder.

House-Keeper’s Report

The actual assignment of rooms is made by housekeeper on the basis of the current status of room, which is obtained from the maids moving report. The housekeeper’s report is made on a simple pre-printed sheet listing the room numbers by section or floor with a space for the code. Which is taken in the evening to know the status about the room, a housekeeper’s discrepancy report is also prepared which is signed by the reception and night auditor.

Register’s maintained in the Housekeeping Department

Room occupancy report

Duty roaster file

Log book

Lost and found

Room status report

Carpet shampoo Register

Room Checklists file

House-keeping Department Co-ordinates with the following departments

Food & Beverage








Health & Spa

It’s been a tough five years for hotel spas, but 2012 should a better year, particularly for those hotel operators who approach their spas as businesses, rather than just property amenities. According to a new study from Consulting, hotel spas had sharper declines in revenues and profits in 2008 and 2009 than did hotels overall. And while improvements in the hotel industry started in early 2010, the spa business didn’t begin to get healthy until a year later.“Because spa services are often perceived as a luxury, the changes in hotel spa revenue since 2006 aren’t surprising,” says Andrea Foster, vice president in radisson office and national director of spa consulting. “Concurrent with the economic recession, spa revenue declined at a greater pace than other hotel revenue sources in 2008 and 2009 and didn’t post a year-over-year increase in 2010 as was observed for [hotel] radisson

Of course, results vary by location, industry segment and types of customers served. While the average lodging spa saw revenues drop 10.5% in 2010, urban spas experienced less of a decline (down 1.2%) than did resort spas (down 13.6%). In addition, the study shows the smallest and largest hotel spa operations suffered less of a decline than those facilities in the middle. “The mid-sized spas are caught in-between offering the intimate experience of a small operation and the grand showcase facility found in a large hotel or resort,” explains FosterEven though the typical spa was able to reduce expenses by 3.9% in 2010, profits tumbled by 27.4%, which followed a 13.9% decline in 2009. Spa profit margins fell as well: from 28.1% in 2009 to 22.8% the following year.

Averages don’t tell the whole story. According to leading spa consultant Judy Singer, those operators who’ve paid attention to running the spa as a business fared better during the recession. “They’ve done better because they focus on the business skills required to operate a successful hotel spa,” says Singer, a principal in Pompano Beach, FL-based HFD Spa, a full-service spa advisory company. “In good times and in bad, these smart operators pay attention to things like marketing, payroll controls, service offerings, etc.”

Both Singer and Foster agree savvy hotel spa operators are marketing harder and smarter to build business. Singer says while social media is an important tool, so is building customer databases for e-mail blitzes touting specials, new services and other messages. “By offering a variety of special you can get your regular guests to become ambassadors for your spa and bring in new customers,” says Singer. “It’s also important hotels do a better job in marketing to in-house guests than they did in the past.”

Foster believes yield management can be another important tool. “As hotel occupancies have decreased in recent years, it’s crucial to also focus on the local market through special promotions, spa memberships for those who live in the area and other ideas,” she says. “You can send a message to the local community about specials you have on Tuesdays at 10 a.m. or some other slow time for the spa. You can either offer a discount or a value-added service.”Foster says many spas also use deal sites, such as Group on, Living Social and Spa Rah Rah, to generate new spa demand.

Enjoy our Dhaka, Bangladesh Hotel’s Quality Amenities

The exquisitely appointed Radisson Blu Water Garden Hotel Dhaka boasts a comprehensive range of facilities and amenities that are sure to make your stay comfortable and convenient. Our Dhaka, Bangladesh hotel’s guest can enjoy the atmosphere of an exclusive resort and the conveniences of a business hotel, including wireless Internet access in public areas, a Business Centre with board rooms and secretarial services, the largest meeting facilities in Dhaka and undercover or outdoor car parking facilities.

Sundaree Spa

Rejuvenate your body, mind and soul in one of Dhaka’s finest spas. Enjoy a range of pampering health treatments in our Sundaree Spa, where you’ll leave feeling refreshed and invigorated. Our holistic philosophy aims to harmonize mind and body in an environment of pure relaxation. Spend time in one of our specially designed relaxation areas or treatment rooms, where you can indulge in a range of body and face treatments, including aromatherapy and reflexology.

Pool Area & Health Club

After a hectic day, reward yourself with a lap in the outdoor pool, brush up your tennis skills or tee off at the adjacent golf course. Our modern gymnasium features state-of-the-art fitness equipment and a jogging trail is on the hotel premises.

 Food and Beverage  production

Food & Beverage production is one of the most important departments in the hotel. Since time in memory, eating food has been the most important activity of human beings. The art of cooking is very ancient and the first cook was a primitive man accidental discovery of fire and burnt foods characterized the origin of cooking.

 The kitchen is a place where raw materials are made in to right quality and best standard of food for current number at correct time .

Hierarchy of Food and Beverage Production

Rules followed by the kitchen staff of the hotel standardized recipes are followed:

1.       No staff meals are allowed inside the kitchen

2.       Over production and under production is avoided

3.       Kitchen consumption register are maintained

4.       Requisitions are done accordance with need

5.       Inventory control is maintained

Forms and formats used in kitchen

Requisitions order form

Daily food portion sheet i.e. no. of portion of food sold

Pastry register

Duty roaster

KOT (Kitchen Order Ticket)

IDT (Inter Departmental Transfer)

The Duties of Executive Chef include:

  • Food cost control techniques
  • Use of kitchen equipments
  • Hygiene and sanitation
  • Preparation of Standard Recipes
  • Performance appraisal of kitchen staff
  • Kitchen staff problems and disciplinary action
  • Maintenance of files and formats
  • Co-ordination with service outlets
  • Co-ordination  with  kitchen  stewarding  for  supplies  and  maintenance  of equipments
  • Organization of kitchen operations and delegation of duties to the staff  Menu planning in consultation with F & B Manager
  • Drawing up of duty roasters
  • Staff and scheduling
  • Testing of new food items
  • Control of received merchandise
  • Supervising food preparation
  • Encourage the staff
  • To ensure that required kitchen profit target is attained
  • To advise management on purchase of kitchen equipment requirement Check we

Sous Chef

 Sous means “under” in French and the Sous Chef is the second chef in command of the kitchen. The assistant head chef understudies the Head Chef in all his duties. It is the Sous Chef who calls up the order from the kitchen and supervises the service. He is mainly responsible for the efficient day-to-day functioning of the kitchen.

He reports to the executive chef.

Some of the major duties of a Sous Chef are:

  • Co-operation with the Executive Chef
  • Menu planning
  • Direct supervision of kitchen practical activities
  • Direct supervision of service during meal service

Chef de parties

‘Partie’ is a French word meaning ‘part’ (of a whole) or section.

The different sections in the kitchen there is a chef-de-parties supervise their respective section. Each Chef-de-parties is assisted according to the production load.


They are directly under the chef-de-parties. They are named as Commi I, II, III; they have to attend the daily briefing by the Sous Chef. Their work is decided amongst themselves by the chef-de-parties their work includes getting the raw material, issues from the stores, do the mise-en-place, prepare the dish against K.O.T.

Flow of work in kitchen

Indent is made to get the raw materials issued from the stores

Raw material is brought to the kitchen

All the mise-en-place is done required for the dish to be cooked

Dish is cooked

The waiter places an order by giving the K.O.T

The order is prepared and portioned accordingly and is given to the waiter

The various kitchen of Radisson

Main kitchen

Banquet kitchen

IRD kitchen

Sublime kitchen

Spice & Rice kitchen

Butchery kitchen

Garde Manager

Bangla kitchen

The various sections of kitchen

Continental Section

This section prepares authentic continental dishes.

Indian Section

Indian section caters delicious Indian dishes

Roast Section

It is the section responsible for providing all roast dishes of meat, poultry and game. It is generally known as Tandoor.

Vegetable Section

This section is responsible for salads and vegetable dishes.

South Indian Section

It serves authentic south Indian dishes.

Soup Section

It is responsible for prepare various types of soups, such as consommés, creams, veloutes, purees, broths, bisques and many special International soups.


This section prepares a wide variety of hot and cold sweets, pantr

Food and Bevarage Service


Food and beverage serving and related workers are the front line of customer service in restaurants, coffee shops, and other food service establishments. These workers greet customers, escort them to seats and hand them menus, take food and drink orders, and serve food and beverages. They also answer questions, explain menu items and specials, and keep tables and dining areas clean and set for new diners. Most work as part of a team, helping coworkers to improve workflow and customer service. Hotel or Inn is defined by British law as “a place where a benefited traveler can receive food and shelter, provided him in a position to pay for it and is in a fit condition to be received.” Hence, a hotel must provide food and beverage and lodging to travelers on payment and has in turn, the right to refuse if the traveler is drunk, disorderly, unkempt or is not in a position to pay for the service. Eating away from home is generally increasing and there is widening diversity in the nature and type of food and beverage on offer. Because of the expansion of the industry and increasing Pressure for improved professionalism in food and beverage service staff, there is even greater need for more people to make their careers in this noble profession alongside the need for more people to make their careers in this noble profession alongside the need for improved confidence and performance through higher standards of knowledge and skills.Food and beverage service is the essential link between the menu beverages and other services on offer in an establishment and the customers. The server is the main point of contact between the customers and the establishment It is an important role in a profession which increasing national and international status. The skills and knowledge of food and beverage service and therefore careers, are transferable between establishments, sectors and through out the world. The hotel industry is perhaps one of the oldest commercial endeavors in the world. The first inns go back to The sixth century B.C. and were the product of the

urge to travel, spurred by invention of the ‘wheel’. The earliest Inns where ventures by husband and wife teams who provided large halls for travelers to make their own beds and sleep / take rest on the floor. They are also provided modest whole some food, thirst quenchers like wine, port, ale, etc. and stabling facilities.

To be successful in food and beverage service requires the blending of four key things:





Working in food and beverage service offers a wealth of opportunity for professional development and advancement for those committed to the hospitality industry and to working in food and beverage service, a fulfilling. exciting and enjoyable career awaits.

The industry provides millions of meals a day in a wide variety of types of food service operation. Some examples of the type of operation are given under; The food and beverage service department of a hotel is the most labor Intensive department.

The food and beverage service department is one of the major revenue producing areas, which includes right from the preparation of food to service of food and beverage service department is the busiest department in the hotel. The food and beverage service department comes under Food & Beverage Manage


English Service:

 Often referred to as the “Host Service” because the host plays an active role in the service. Food is brought on platters by the waiter and is shown to the host for approval. The waiter then places the platters on the tables. The host either portions the food into the guest plates directly or portions the food and allows the waiter to serve. For replenishment of guest food the waiter may then take the dishes around for guests to help themselves or be served by the waiter.

French Services:

 It is a very personalized service. Food is brought from the kitchen in dishes and salvers, which are placed directly on the table. The plates are kept near the dish and the guests help themselves.

Silver Service:

 The table is set for hors d’oeuvres, soup, main courses and sweet dish in sterling silverware. The food is portioned into silver platters at the kitchen itself, which are placed at the

sideboard with burners or hot plates to keep the food warm in the restaurant. Plates are placed before the guest. The waiter then picks the platter from the hot plate and presents the dish to the host for approval. He serves each guest using a service spoon and fork. All food is presented in silver dishes with elaborate dressing.

American Service:

The American service is a pre-plated service, which means that the food is served into the guest’s plate in the kitchen itself and brought to the guest. The kitchen predetermines the portion and the accompaniments served with the dish balance the entire presentation in terms of nutrition and color. This type of service is commonly used in a coffee shop where service is required to be fast.

Cafeteria Service:

This service exists normally in industrial canteens, colleges, hospitals or hotel cafeterias. To facilitate quick service, the menu is fixed and is displayed on large boards. The guest

May have to buy coupons in advance, present them to the counter waiter who then serves the desired item. Sometimes food is displayed behind the counter and the guests may indicate their choice to the counter attendant. The food is served pre-plated and the cutlery is handed directly to the guest. Guests may then sit at tables and chairs provided by the establishment. Sometimes high tables are provided where guests can stand and eat.

Counter Service: (Snack-bar Service)

Tall stools are placed along a counter so that the guest may eat the food at the counter itself. In better establishments, the covers are laid out on the counter itself. Food is either displayed behind the counter for the guests to choose from, or is listed on a menu card or common black board.

Grill Room Service:

 In this form of service various meats are grilled in front of the guest. The meats may be displayed behind a glass partition or well decorated counter so that the guest can select his exact cut of meat. The food comes pre-plated.

Room Service:

It implies serving of food and beverage in guest rooms of hotels. Small orders are served in trays. Major means are taken to the room on trolleys. The guest places his order with the room service order taker. The waiter receives the order and transmits the same to the kitchen. In the meanwhile he prepares his tray or trolley. He then goes to the cashier to have a cheque prepared to take along with the food order

For the guests’ signature or payment. Usually clearance of soiled dishes from the room is done after half an hour or an hour. However, the guest can telephone Room Service for the clearance as and when he has finished with the meal.

There are two types of Room Service:

 Centralized: Here al the food orders are processed from the main kitchen and sent to the rooms by a common team of waiters.

Decentralized: Each floor or a set of floor may have separate pantries to service them. Orders are taken at a central point by order-takers who in turn convey the order to the respective pantry.

Buffet Service:

A self-service where food is displayed on tables. The guest takes his plate from a stack at the end of each table or requests the waiter behind the buffet table to serve him.

For sit-down buffet service, tables are laid with crockery and cutlery as in a restaurant. The guest may serve himself at the buffet table and return to eat at the guest table laid out. The waiter may serve a few courses like the appetizer and soup at the table.

Russian Service:

An elaborate silver service much on the lines of French service except that the food is portioned and carved by the waiter at the gueridon trolley in the restaurant in full view of the guests. Display and presentation are a major part of this service. The principle involved is to have whole joints, poultry, game and fish elaborately dressed and garnished, presented to guests and carved and portioned by the waiter.

Gueridon Service:

This is a service where a dish comes partially prepared from the kitchen to be completed in the restaurant by the waiter or, when a complete meal is cooked at the table-side in the restaurant. The cooking is done on a gueridon trolley which is a mobile trolley with a gas cylinder and burners. The waiter plays a prominent part, as he is required to fillet, carve,

flambé and prepare the food with showmanship. The waiter has to have considerable dexterity and skill.

Breakfast SERVICES:

There are basically two types of breakfast offered in hotels and restaurants, Continental breakfast and English breakfast. The Continental Breakfast originated in Europe.

Light meal as the Europeans normally have a heavy mid-day meal. The English breakfast is heavy and is a major meal of the day. A traditional English breakfast runs into six or seven courses.

Principles of Food & beverage SERVICES

There are some basic principles in food and beverage service that a waiter must know:

  When the waiter at the table serves food from a platter onto a guest plate, the service is done from the left.

  When food is pre-plated the service to the guest is usually done from the right, though modern convention permits service from the left also.

  All beverages are served from the right.

 Ladies are always served first and the remaining guests clockwise. Soiled plates should always be cleared from the table from the right. Empty crockery and fresh cutlery are always served from the right. Never reach across a Customer. Hence, when a guest is present at the table, all items and equipment on the right of guest must be placed from the right and that on the left from the left.


Restaurants of the Radisson blu Water Garden Hotel

Water Garden Brasserie

All day dining, the Water Garden Brasserie is a place for a hearty breakfast, quick snack, international buffet lavishly display, cook to order food stations for lunch and dinner. Relax and sit around the water feature room and watch the activity in the hotel’s busy lobby lounge


In Water Garden Brasserie restaurant totally having 126 covers. These covers are divided into two zone, Smoking and Non-smoking zone. Smoking zone is designed with 56 covers, whereas in non-smoking decorated with 70 covers.

Personnel in Water Garden Brasserie

Outlet Manager:1
Assistant Outlet Manager:3
Casual:As per Need


This restaurant keeps opening everyday at 6.00am till 12.00am at night.

Breakfast Timing :7.00am-12.0pm
Lunch Timing :1.00pm-3.00pm
High Tea:4.00pm-6.00pm
Dinner Timing :7.00pm-11.00pm

Available foods in Water Garden Brasserie

All the delicious foods over the world are available in water garden brasserie restaurant of Radisson Water Garden Hotel Dhaka, Bangladesh like:





Types of Service in Water Garden Brasserie

In the Water Garden Brasserie restaurant have the following food service available:


  A’La Carte`

  Dispense Bar

The Menu of Water Garden Brasserie

Breakfast Menu

Yougurt (Plain or fruit flavored)

  Tk 145Choice of Cereals (Hot or cold milk, Sliced bananas)

  Tk 225Bircher Muesli (Oats, Nuts, Fresh Peeled green apple, sultanas, honey, orange juice, yogurt)

  Tk 350Pancakes (maple syrup, fruit compote)

  Tk 225Khasta Paratha (dry curry of the day)

  Tk 375   Two Eggs Any Style (Pork bacon or chicken sausage, hash brown potato, roman tomato)

  Tk 425Three Egg Omelet (Choice of onion, mushroom, cheese, tomato, pork ham, or masala)

  Tk 425Stir-fried Rice (Vegetables, Egg)

  Tk 385Congee (Ginger, croutons)

  Tk 225Fresh Cut Fruit with Lime

  Tk 225Bakery Basket (Banish, croissant and muffin of the day, preserves and butter)

  Tk 240

Side Orders  
Grilled chicken or pork breakfast sausages, beef minute steak or baked beans on toast Tk 150
Platter of selected cold cut & ham or imported cheese variety Tk 675
Coffee / Tea Infusions  
Freshly brewed, de-caffeinated, espresso Tk 120
Latte or Cappuccino Tk 150
English breakfast Tea, Darjeeling, earl gray, jasmine, orange pekoe of green tea, Chamomile or peppermint infusion Tk 120
Hot or cold chocolate, Milo or Milk  Tk 150
Fresh lemonade, iced coffee Tk 150
Freshly squeezed Juice Tk 220

 A’La Carete` Menu

Daily Luncheon: Salad, appetizers & desserts station with a choice of main course Tk 795
Dinner special food station

  Tk 995Salads & Desserts station only Tk 595   Salads & Sandwiches

   V Sun-ripe Tomato Salad, (Green olives, shallots, lime juice, olive oil)

  Tk 250Cobb Salad (Chicken breast, avocado, tomato, pork ham, corn egg, spring onions, lettuce, French vinaigrette, blue cheese or thousand island dressing)

  Tk 495Bengal Prawns & Pineapple Salad (Green chili, citrus vinaigrette, papadam)

  Tk 495New Orleans Style Fish & Crab Cakes (Pepper & corn Pico de gallon, Louisiana, remolded sauce)

  Tk 475V Vegetable Tempura (Deacon, miring dipping sauce)

  Tk 325Shrimp & Vegetable Spring Roll (Sweet chili sauce)

  Tk 325All American Beef Burger (Home-minced & char-grilled with melted cheese, crisp pork bacon or fried egg)

  Tk 425Chicken Tikka Wrap (Vegetables, lettuce, mint raita, tomato, cucumber)

  Tk 495V Work-fried Vegetable Warp (Chili dip) Tk 425   All sandwiches and burgers are served with your choice of French fries, country style potato wedges or potato salad. Tk 350 

V = Vegetarian option  

Soups & Curry

   Home Style Chicken Noodle Soup (Pulled chicken, fresh vegetables, spring onions)

 Tk 295Soup of the Day

  Tk 250Curry in A Hurry (Daily variety, basmati rice, naan or roti, pickles and chutney)

 Tk 525V Vegetarian Choice

  Tk 395Shrimp Dopiaza (Jumbo prawns, onion gravy, basmati rice, pickles and chutney)

  Tk 625V = Vegetarian option  

 Pasta & Pizza

Penne Frutti Di Mare  (Seafood, cream, tomato sauce, fresh basil)

  Tk 525V Farlalle Primavera (Vegetables, olive oil, garlic, fresh herbs, pecorino shaving)

  Tk 425Pizza Reine Blanche (Parmesan-flavored sour cream, tomato slices, pork ham, mushroom, oregano, mozzarella cheese)

  Tk 575Pizza D’aragosta (Tomato sauce, crayfish, garlic, peppers, mozzarella cheese)

  Tk 625v = vegetarian option  

Imported Prime Cuts from Australia   (Char grilled with little oil)

  Loin of Milk Fed veal (220g)

  Tk 1295Sirloin of Prime Hereford beef (220g)

  Tk 1250Sirloin of prime Hereford beef, Gentlemen’s cut (320g)

,, Tk 1625Filet steak of prime Hereford beef (320g)

 Tk 1595Lamb rack (approx. 300g)

, Tk 1725Peppercorn, garlic & herb butter, balsamico jus or Cajun rub. The prime cuts are served with vegetables of the day and choice of potato gratin or basmati rice  

Children’s Menu

,  McWatergarden Burger (Hamburger served on a soft bun with ketchup, pickle and only little lettuce, French-fries for playing)

 Tk 250Chicken Noodle soup (Home made from scratch to give extra strength)

, Tk 195Mini Pizza napoli (Without all the stuff nobody likes, only tomato sauce and cheese)

 Tk 195Spaghetti with tomato sauce  (Just for messing around)

<, Tk 195Breaded fish fillet (No French-fries this time but steamed rice and vegetable)

, Tk 275Giant cookie (Like granny used to make)

<, Tk 100Ice cream (1 scoop with wafer, but only if the vegetables are finished) Tk 80


   Chocolate & vanilla bean misti doi (Spiced pineapple compote, caramel cream)

  Tk 285Baby coconut flan (Seasonal fruit, whipped cream)

 Tk 285Scooted rice pudding with glazed bananas, nut crunch

 Tk 285Homemade ice cream or fruit sorbet (Chilled fruit minestrone)

 Tk 285L gluten-free orange-almond cake (Lime-curd anglaise)

<<  Tk 285Baked cheese cake (Rum-raisins, warm apple stew) Tk 285

Afternoon tea Menu (minimum 2 persons)

  Water garden hi-tea Tk 525Assorted finger sandwiches, scones, fresh, cream, lime curd, fruit tartlettes, tea cakes, home cookies

,  English breakfast, Darjeeling or Earl Grey  Chamomile or peppermint infusion or freshly brewed coffee, latte or cappuccino   

  Health-tea Tk 425Fresh fruit salad, scones, lime curd, fruit tartlettes, tea cakes, home cookies

<,  English breakfast, Darjeeling or Earl Grey  Chamomile or peppermint infusion or freshly brewed coffee, latte or cappuccino  

 Dispensed bar with Water garden brasserie



House wine


White or Red Tk 450



Cutty sark Tk 350

Chivas Regal, Black label, J.W., dimple’s Tk 600


Jim beam, jack Daniel’s Tk 500


Remy martin vsop Tk 850



Stolichnaya, Smirnoff




Gilbey’s, tanqueray,


Bombay sapphire Tk 350



Bacadi light or gold

Coruba dark Tk 300





Conquistador gold or white Tk 300

Sublime Restaurant

A modern and yet elegant restaurant, Sublime is our hotel’s premier restaurant featuring the very best of Bangladesh produce with emphasis on its finest – fresh, tasty, inventive and wholesome cuisine. Sublime is the ideal choice for a superb evening out for any occasion.


In Sublime restaurant totally having 60 covers. This is a well-modern and well-furnished restaurant, which is specially prepared for the executive persons. This type of restaurant is rare in hotels of Bangladesh.

Personnel in Sublime Restaurant

Assistant Outlet Manager:02


This restaurant keeps opening everyday at 6.00pm till 12.00am at night.

Sublime Menu


V Assorted vegetarian maze with warm pit bread Tk. 425

V Herbs crusted risotto dumpling with basil & tomato salsa Tk 495

Steamed prawns with cognac cocktail sauce Tk 650

,P Parma ham on marinated charred vegetables drizzled with white balsamic Tk 775<

V Mixed salad with acetone balsamic vinegar dressing Tk 425<

Poached baby- veal on tuna & basil sauce, garlic focaccia Tk 650




W White bean soup from the piedmont with peppers, tomato & ribbon pasta Tk 375

Double beef consommé with herb-pancake & steamed ox tongue Tk 350


Crab bisque with saffron and diced peppers Tk 425,



Main courses

V Home-made pasta with virgin olive oil, basil, sun-dried tomato, kalamata olives Tk 625,,

Lobster & mascarpone tortellini in tomato & red pepper coulis, grilled tiger prawn Tk 925

Roasted rack of lamb in walnut crust, natural jus & vegetable titan Tk 1950

Char-grilled of Australian beef in garlic reduction, basked pumpkin mash Tk 1950

P Pan-fried veal scaloppini with basil & parma ham on caramelized mango sauce, home made pasta Tk 1800

Catch of the day baked in foil with extra virgin olive oil, scented lemon & plum tomato, pesto potatoes Tk 975

Paella flavored risotto with shrimp, calarami & assorted fish Tk 950

V Grilled eggplant, potato, tomato & zucchini moussaka Tk 850

Dessert & Digestive 

Chocolate Napoleon with mango compote & chocolate ice-cream Tk 395

 Orange cream Brule with brandy snap & ice-cream Tk 395

Hazelnut parfait with cherry compote & orange sauce Tk 395

Note: Price are subjected to 10% service charge & prevailing Government tax


 Spice & Rice

 For an oriental mood try the Spice & Rice. A fun and gaiety Restaurant feature Asian cuisine and a taste of the Orient, sample a range of regional influences and specialty cuisine. A contemporary restaurant within a relaxed setting – sits at our action kitchen and let the chefs entertain you for the evening with their culinary skill.


In  Spice  & Rice restaurant totally having 90 covers. Personnel in Spice &Rice

Assistant Outlet Manager:02


This restaurant keeps opening weekly 3 days follows on Thursday, Friday and Saturday from 1.00pm till 11.00pm at night. These schedules are maintained due to weekend of Bangladesh and overflows of guests are much on those days.

Chit Chat

Adjacent to the pool deck, Health and FitnessCenter the Chit Chat is a place to enjoy with friends. While relaxing around the hotel’s pool, enjoy a refreshing Ice Tea, Fresh lime Frappa or Milkshake accompanied by light snacks such as home bake Quiche, Chicken Pie, Salad or Sandwiches and a wide selection of Pastry and Cake.


It keeps opening 24 hours in a day.


2 Captain and 4 Stewards

In Room Dining ( IRD)

            The Room Service Department is known as In Room Dining.  It involves the service to guest rooms of both food and beverage operations.  The  peak period for room service is during the morning hours when the guests prefer breakfast in their room.

 Procedure of Room Service:

  Order Taker attends the phone call

  Takes the order on the KOT

  Writes the room number and order of the guest

  Repeats the order to the guest to re-check and close the conversation by saying “ Thank You”

The lounge:

Wine and Cheese lounge offering selections from various pars of the world.

Pastry Shop

Offers  a range of exotic confectionery and bakery delicious as take away too.


Radisson Water Garden Hotel Dhaka offers the widest choice of banquet and meetings facilities in Dhaka. The hotels 30000 squares feet of flexible function space is sure to suit your needs. With creative catering options comprehensive audio visual services and experienced meeting staff, your event is sure to be success.

It covers conferences cocktail pantries, weeding receptions, dances, private and official luncheon and dinner parties.  The Banquet manager is responsible for booking functions helps the organizers to choose menu and type of service required, and deals with orders and arrangement of flower as well as food/alcohol and staffing of the function.

 Meeting and events

Hotel’s Event Space near Airport

The excellent standard of service at the Radisson Blu Water Garden Hotel Dhaka extends to our meeting and banquet facilities. Whether you are planning an exquisite party, wedding or business meeting, our Dhaka hotel’s 30,000 square feet of flexible function space can be arranged to suit your needs. With creative catering options, comprehensive audio/visual service and an experienced meeting staff, the hotel’s meeting facilities are ideal for your event.

Grand Ballroom

This is the largest ballroom in Dhaka and accommodates business groups and social gatherings of up to 1,100 guests in theatre style. The ballroom is also divisible into two rooms and offers flexibility for smaller groups and functions. The large pre-function area offers the perfectsetting for pre-dinner cocktails or a reception.

Capacity: 1,100

The 9900 squares feet Grand Ballroom stands the largest ballroom in Dhaka accommodating up to 1100 guests theatre style. Divisible in two, the ballroom also offers flexibility for smaller groups and functions.

Utshab Banquet Hall

This is an elegant function room which accommodates business groups and social gatherings of up to 850 guests in theatre style. This banquet hall is located on the ground level with separate guest pick-up and drop-off points equipped with a modern audio visual system. The octagon-shaped pre-function area offers the perfect setting for pre-dinner cocktails or a reception.Approximate size: 7,500 square feet.

The half moon fixed stage offers more flexibility and options for varying setups.

Madhabi Meeting Room

This intimate meeting room is located on level 2 of the hotel and is suitable for small meetings, training sessions and banquets. Approximately 900 square feet in size, this meeting room can accommodate 65 guests in theatre style and 50 guests in round table setup.

Board Room

The Board Room, located on level 8, is an exclusive meeting room that offers boardroom setup for 12 persons and private rooms for closed-door meetings. This space is approximately 320 square feet in size and is adjacent to the Business Class Lounge.

Business Center Meeting Rooms

This meeting space, at the lobby level, offers a fixed boardroom-style meeting setup and can accommodate 16 guests. This room is approximately 550 square feet in size and is situated directly opposite of the Business Centre.
The Business Center Executive Room is a smaller space and can accommodate 6 guests. This space is approximately 200 square feet in size and is situated within the Business Centre.


Room                                                                 Max Capacity

                                                      Theatre Style                Round Table

Grand Ballroom                                  1180                            650

Divisible into 2

Lohori(south Ballroom)                        650                            350

Antara(North Ballroom)                        500                            300

Utshab(Banquet Hall)                           850                              550

Meetings Rooms:

Mallica                                                   120                              70

Madhabi                                                  120                            70

Mahua                                                     100                             70

Business Centre Meeting Rooms                                 16

Business Centre Executive Room                                 08

Radisson Club Board Room                                         12

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Leave a smaller carbon footprint when you meet at Radisson Blu Hotels & Resorts where our long-standing and comprehensive Responsible Business programme walks the talk. For example you can offset the emissions associated with your travel and your stay at any Radisson Blu Hotel through our loyalty programme, Club CarlsonSM.
Responsible Business is a cornerstone of the Radisson Blu company culture where many of our hotels have been distinguished with eco-awards and third party certifications that

100% Guest Satisfaction Guarantee of banquet service

In every aspect of our business, the goal has been and always will be 100% Guest Satisfaction. If our guests are not satisfied with something, we will make it right, or they will not pay. This is our way of giving you the confidence to take that first step towards us and to

Reasons to come

  Free high-speed Internet access for all meeting delegates and hotel guests. Logon to your corporate network, access email, download music, shop,  do whatever it is you like to do online, and do it for free.

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  Be assured in the knowledge that every detail has been catered for by our experienced staff and their unique Yes I Can! service spirit.

  A worldwide presence with over 190 hotels offering more 2000 meeting rooms

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 Banquet operating equipments

In this lesson we shall discuss about the banquet operating equipments. After completion of this lesson you will be able to understand:

  • Food and beverage service equipments needed for table setting such as glassware, chinaware and table ware
  • Furniture, fixtures and linen
  • Safe handling of equipments


The operating equipments used in hotels / restaurants play an important role in attracting customers. The restaurant operating equipments include service equipments, furniture’s, fixtures and linen all of which squarely reflects the standard and style of the restaurant. The atmosphere of a restaurant is largely affected by the kind of furniture used.  The furniture should be utilitarian and elegant to look at. Very often by using different materials, designs and finishes and by careful arrangement, one can change the atmosphere and appearance of the food service area to suit different occasions.


Elegant and attractive service ware, colorful and clean dishes, quality plates and glassware add to the decor of a restaurant. However, several factors have to be considered while selecting the equipment.

  • Standard of the restaurant
  • Types of service
  • Décor and theme of the restaurant
  • Type of clientele
  • Durability of equipment
  • Availability when stocks run out for replacement Storage
  • Flexibility of use
  • Price factors

A hotel / restaurant should be well stocked with appropriate equipment to provide quality service. For multipurpose use and to cut down costs, most hotels / restaurants standardize equipment in terms of size and color. Food and beverage service equipment may be divided into glassware, chinaware and tableware which are further subdivided into flatware, cutlery and hollowware.


Glassware refers to glass and drink ware items besides tableware, such as dishes, cutlery and flatware, used to set a table for eating a meal. The term usually refers to the drinking vessels, unless the dinnerware is also made of glass. The choice of the right qulity glass is a vital element if the cocktail is to be invitingly presented and give satisfaction to the consumer. Well designed glassware combines elegance, strength and stability, and should be fine and smooth rimmed and of clear glass.

Types of Glassware

Many standard patterns and sizes of glassware are available to serve each drink. Most glass drinking vessels are either tumblers, flat-bottomed glasses with no handle, foot, or stem; footed glasses, which have a bowl above a flat base, but no stem; or stemware, which have a bowl on a stem above a flat base. Neither a tumbler, footed, nor a stem, yard (beer) is a very tall, conical beer glass, with a round ball base, usually hung on the wall when empty.

Collins Glassware

A Collins glass is a glass tumbler, holding 240 to 350 ml, used to serve a mixed drink, named after Tom Collins. This glass is somewhat narrower, andholds less than the similar highball glass.

Highball Glass

A highball glass is a glass tumbler, holding between 8 and 12 fluid ounces (240 to 350 mL), used to serve a mixed drink, or highball. This glass is taller than an Old-Fashioned glass, and shorter than a Collins glass.

Shot Glass

It is a small glass used for measuring or serving up to three ounces of liquor. Modern shot glass holds a thicker base and sides than the whiskey glass.

Pint Glass

A pint glass is a drinking vessel holding an imperial pint (568 ml) of liquid and is usually used for beer. Three common shapes of pint glass are found (conical, jug, and flared top), though others are available. Pints are considered good for serving stouts, porters and English ales.

Pilsner Glass

A pilsner glass is a glass used to serve many types of light beers, but is intended for its namesake, the pilsner. Pilsner glasses are generally smaller than a pint glass, usually in 250 ml or 330 ml sizes. They are tall, slender and tapered. Wheat beer glasses are often mistakenly referred to as pilsner glasses, but a true pilsner glass has an even taper without curvature. Pilsner glasses are made to showcase the color, effervescence, and clarity of the pilsner, as well as to maintain a nice head.

Beer Stein

A beer stein is a traditionally-German beer tankard or mug, made of pewter, silver, wood, porcelain, earthenware or glass; usually with a hinged lid and levered thumb blitz.

Flute Glass

A flute glass is the preferred serving vessel for Belgian iambics and fruit beers. The narrow shape helps maintain carbonation, while providing a strong aromatic front. Flute glasses display the lively carbonation, sparkling color, and soft lacing of this distinct style.

Goblet or Chalice

Chalices and goblets are large, stemmed, bowl- shaped glasses adequate for serving heavy Belgian ales, German bocks, and other big sipping beers. The distinction between goblet and chalice is typically in the glass thickness. Goblets tend to be more delicate and thin, while the chalice is heavy and thick walled.


Typically used for serving brandy and cognac, a snifter is ideal for capturing the volatiles of aromatic beers, such as Belgian ales, India pale ales, barleywines and wheat wines. The shape helps trap the volatiles, while allowing swirling to agitate them and produce an intense aroma.

Wheat Beer Glass

A wheat beer glass is a glass used to serve wheat beer, known also as Weizenbier or Webber. The German glass generally holds 500 milliliters with room for foam or “head”. It is much taller than a pint glass. It is very narrow at the bottom and slightly wider at the top. In other countries such as Belgium, the glass may hold 250 ml or 330 ml. The tall glass provides room for the often thick, fluffy heads produced by the style, which traps aromas and is visually pleasing.

Tulip Glass

A tulip glass not only helps trap the aroma, but also aids in maintaining large heads, creating a a visual and olfactory sensation. The body is bulbous, but the top flares out to form a lip which helps head retention. It is recommended for serving Scottish ales, barley wines, Belgian ales and other aromatic beers.

Cocktail Glass

A cocktail glass, martini glass, or champagne glass, or stem cocktail glass, is a drinking glass with a cone-shaped bowl (the tip of the cone forming approximately a 90 degree angle in the cross section) on a stem above a flat base, used to serve a cocktail or champagne. As with other stemware, the stem allows the drinker to hold the glass without affecting the temperature of the drink. One variation is the double martini glass which is taller and wider at the opening than a standard martini glass.

Red Wine Glasses

Glasses for red wine are characterized by their rounder, wider bowl, which gives the wine a chance to breathe. Since most reds are meant to be consumed at room temperature, the wider bowl also allows the wine to cool more quickly after hand contact has warmed it. Red wine glasses can have particular styles of their own, such as:

  • Bordeaux glass: Tall with a wide bowl, and is designed for full bodied red wines like Cabernet and Merlot as it directs wine to the back of the mouth.
  • Burgundy glass: Larger than the Bordeaux glass, it has a larger bowl to accumulate aromas of more delicate red wines such as Pinot Noir. This style of glass directs wine to the tip of the tongue.

White Wine Glass

White wine glasses are generally narrower, although not as narrow as champagne flutes, with somewhat straight or tulip-shaped sides. The narrowness of the white wine glass allows the chilled wine to retain its temperature for two reasons;

  • The reduced surface area of the glass (in comparison to red wine glasses) means less air circulating around the glass and warming the wine.
  • The smaller bowl of the glass means less contact between the hand and the glass, and so body heat does not transfer as easily or as fast to the wine.

Champagne Flutes

Champagne flutes are characterized by a long stem with a tall, narrow bowl on top. The shape is designed to keep sparkling wine attractive and inviting during its consumption. The glass is designed to be held by the stem to help prevent the heat from the hand warming up the champagne. The bowl itself is designed in a manner to help retain the signature carbonation in the beverage. This is achieved by reducing the surface area at the opening of the bowl. Champagne flutes are often used at formal engagements, such as award ceremonies and weddings.

Sherry Glass

A sherry glass is a drinkware generally used for serving aromatic alcoholic beverages, such as sherry, port, aperitifs and liqueurs, and layered shooters. An ISO-standard sized sherry glass is 120 ml. The copita, with its aroma-enhancing narrow taper, is a type of sherry glass.

Coupette Glass

A modified version of the cocktail glass. Used for serving drinks where the rim of the glass is required to be coated in either sugar or salt or any other condiments used to make some of the more exotic drinks such as margaritas.


This larger container usually has a handle and a lip or spout for pouring the contents into several glasses. Available in glass or plastic. Generally used for serving beer for a beer keg for draft beer.


China is a term used for crockery whether bone china (expensive and fine), earthenware (opaque and cheaper) or vitrified (metallised). Most catering crockery used nowadays tends to be vitrified earthenware, which is very durable and haven been strengthened. Crockery is also usually given rolled edges to make it more chip resistant.

Chinaware is made of silica, soda ash, and china clay, glazed to give a fine finish. Chinaware can be found in different colours and designs which are always coated with glaze. Chinaware is more resistant to heat than glassware. There are various classification of catering china. They are:


Porcelain is a ceramic material made by heating selected and refined materials, which often includes clay of kaolinite clay, to high temperatures. The raw materials for porcelain, when mixed with water,

form a plastic body that can be worked to a required shape before firing in a kiln at temperatures between 1200°C and 1400°C. The toughness, strength, and translucence of porcelain arise mainly from the formation of glass at high temperatures and the mineral mullite within the fired body.

Bone China

Bone china is porcelain made of clay mixed with bone ash. This is very fine, hard china that is very expensive. The decorations are to be found under the glaze only. The price of bone china puts it out of reach of the majority of everyday caterers, and only a few of the top class hotels and restaurants would use it. The range of design, pattern and colour is very wide and there is something to suit all occasions and situations.


Earthenware may sometimes be as thin as bone china and other porcelains, though it is not translucent and is more easily chipped. Earthenware is also less strong, less tough, and more porous than stoneware, but its low cost and easier working compensate for these deficiencies. Due to its higher porosity,

earthenware must usually be glazed in order to be watertight.


Stoneware is a hard pottery made from siliceous paste, fired at high temperature to vitrify (make glassy) the body. Stoneware is heavier and more opaque than porcelain. The usual color of fired stoneware tends to be grayish, though there may be a wide range of colors, depending on the clay. It has been produced in China since ancient times and is the forerunner of Chinese porcelain.


Tableware includes the dishes, glassware, cutlery, and flatware eating utensils (knives, forks, and spoons) used to set a table for eating a meal. The nature, variety, and number of objects vary from culture to culture, and may vary from meal to meal as well. Tableware may be categorized as follows:


Flatware denotes all forms of spoon and fork. Flatware, especially that used by most people when they eat informally, is usually made of stainless steel.


Cutlery refers to knives and other cutting instruments.


Holloware refers to table service items such as sugarbowls, creamers, coffee pots, teapots, soup tureens

Special Tableware

There is almost an unlimited range of flatwar, cutlery and hollowware in use in the catering industry. Apart from the familiar knife, fork, spoon, vegetable dishes and lids, entrée dishes and lids, soup tureens, teapot, hotwater jugs, sugar basins there are a number of specialist items of equipment available for use with specific dishes.


The size and shape of tables depends entirely on the availability of space and the kind of service envisaged. Normally three types of tables are used. They are round, rectangular and square.

The height of the table irrespective of the shape should be 75 cm from the floor level. The diameter of a round table to seat four people should be approximately 92 cm. The size of a square table to seat two people should 76 cm sq and 92 cm square to seat four people. The size of rectangular table to seat four people should be 137 cm x 76 cm. Commercial table tops come in a variety of materials: wood, metal, stone, tile and melamine. Many restaurant table tops are available with edged finishes to prevent scuffs and dents.  In some expensive tables, another table top is placed with revolving facility, on top of which the food is placed where th guests can rotate revolving top and serve himself, if he chooses to.


Chair are available in various shapes, colours and sizes to suit all occasions. Because of the wide ranges of style, chairs come in varied height and width. However the dimension of chairs should be relative to table dimensions. The average height of the chair should be 92 cm. The seat should be 46 cm from the floor and 23 cm from the top of the table. This would enable guests to sit and eat comfortably, without their legs touching the underside of the table

1) Gueridon or Flambe Trolley

A gueridon or flambe trolley is a small mobile trolley that can be placed alongside the guest’s table. It consists of one or two burners, a gas cylinder and a work and storage space for plates and cooking equipment. Using this trolley, the food is flambed at the guest’s table. Only skilled and well rained waiters are allowed to handle this service as there is the risk of spoiling food  by overcooking it, and of the flame causing a fire in the premises.

2) Room Service Trolley

This trolley is known for its versatility. It is used for the service to guests in their rooms. The waiter sets up the meal and covers on the trolley and wheels it into the guest’s room. This trolley may also be used as a dining table in the privacy of the guest’s room. Beneath the trolley top, provision is made for mounting a hot case to keep the food warm.

3) Dessert Trolley

This trolley serves as a visual aid to selling desserts. Guests are more likely to order a dessert if they can see what is available, particularly if it is well presented. Some dessert trolleys are refrigerated. Gateaux, pastries, jellies, tarts, pies, flans and souffles can be served from a dessert trolle.

 Sanitation Standards in Handling Service Equipment

  • Use clean and sanitized glasses, flatware, chinaware and other equipment for service.
  •  All service equipment must be wiped dry with clean cloths to avoid watermarks. The cloths used for this purpose must be segregated from other wiping cloths.
  •  Bowls should be underlined with appropriate underliner and never to be served with the finger touching the rim.
  •  When serving straw serve them with their wrappers or in their respective dispensers.
  •  When serving additional utensils or napkin, place them in a small plate to avoid direct contact with hand.
  • The thumb should be kept away from the plate to avoid touching the sauce, meat or dish.
  •  When setting up flatware and glasses, avoid leaving finger marks; carry them in trays or with a cloth napkin.
  •  Never serve food using cutleries that have fallen on the floor.

Preparing for banquet  service

Restaurants not only should attract potential customers but also should strive hard to entice them to become frequent and regular customers. This can be done in a number of ways, such as through the type of menu, the glamorous and attractive name of the place or atmosphere within the food service area.

The customer’s first impressions of a restaurant are the most important and these are largely determined by the professionalism of the service staff and their preparations prior to service. These pre- service preparations are known as mise-en-place and are vital in that they create the right and pleasing environment by the setting and controlling of temperature, lighting and equipmen


The serving food and beverage to the anxiously waiting customer needs professional expertise. The service should follow a sequence and have a plan of action based on the practices of the professional catering industry. The service staff should be expert performers of certain tasks before, during and after service. Deligent and courteous service would certainly transform a satisfied customer to regular customer.

Preparation Before Service

The service staff should check the following before service:

  • The tables and linen are clean.
  • Tablecloths are evenly spread on the table.
  • Chairs are dusted and properly arranged.
  • The table set up is appropriate and pleasing.
  • The silver is polished and the china and crockery are spotlessly clean and befitting the occasion.
  •  Cruet sets, sugar bowls and flower vases are filled and placed on the table suitably.
  • The floor / carpet is clean and dry.
  • The restaurant and back area are in a state of readiness before the service session commences.

 The side station is fully equipped for service and the following should be checked:

  • Napkins are folded and kept handy for theparticular session.
  • Salvers, extra linen, cutlery and service equipmentnecessary for the session are stacked up.
  • Water jugs and ice buckets are filled and keptready.
  • Coffee pots ready with freshly brewed coffee / tea.
  • Sugar cubes, butter and butter plates ready.

 Preparation during Service

  • When the guests arrive greet them warmly, by wishing them the time of the day..
  • Ensure that children have high chairs and special attention is paid to the elderly.
  •  Remove extra covers, if any
  • Serve water and present the menu card, if the captain is busy.
  •  If the order has to be taken, offer suggestions to the guests on the choice of food and beverages and repeat the final order to avoid possible errors.
  •  Do not leave the station unattended, as nothing annoys a guest more than not being able to find a waiter, when something is needed.
  • If the table cloth has to be changed during service, the table top should not be exposed. Any articles on the table should be cleared to the side station and not placed on chairs or on the next table. The soiled cloth should be brushed using a service cloth and a crumbing tray or plate.
  • Do not neglect little things such as lighting a guest’s  cigarette, responding to a request and showing interest in the guest’s needs.
  • Ensure that service is fast, efficient and pleasant.
  • Before serving dessert, clear and crumb the table.


Mise-en-scene, the French term means to prepare the environment of the outlet before service in order to make it pleasant, comfortable, safe and hygeinic. Before each service session, the restaurant should be made presentable enough to receive the guests. The supervisor or team of waiters should ensure the following mise-en-scene:

  • Carpets are well brushed or hovered.
  • All tables and chairs are serviceable.
  • Table lights or wall lights have functioning bulbs.     Fig: 4.1 Napkin
  • Menu cards are presentable and attractive.
  • Tent carts or other sales material are presentable.
  • Doors and windows are thrown open for sometime to airthe restaurant. This should be followed by closing the windows and doors and setting the air-conditioning or heating to a comfortable temperature.
  • Exchange dirty linen for fresh linen.
  • Table cloths and mats are laid on the tables.
  • Replace wilted flowers with fresh flowers.


Mise-en-place, the French term means to “putting in place” is attributed to the preparation of a work place for ultimate smooth service. It is widely used in the food and beverage service department in everyday hotel operations. Before service commences, the staff should ensure that the station is in total readiness to receive guests. A station comprises of a given numberof tables which are attended by a given team of waiters. Thus a restaurant may have several stations, each with a team of waiters. In a large restaurant, each station may be headed by a Chef-de-rang.  Mise-en-place involves:

  • Side stations should be stacked with sufficient covers forresetting the restaurant after the first sitting is over. Extralinen, crockery, cutlery, glassware and ashtrays shouldbe kept handy so that they are readily available for use.
  • Cruet sets should be cleaned and filled on a daily basis.
  • Sauce bottles should be filled and the necks and tops of the bottles wiped clean.
  • Butter, condiments and accompaniments for service should be kept ready for use when needed.


Table setting refers to the way to set a table with tableware – such as eating utensils and dishware for serving and eating. The arrangement for a single diner is called a place setting. The arrangement varies across various cultures. The rules for laying a table are not rigid. They are followed to facilitate dining and making the table neat. The basic rules for laying the tables are given below:

  • Table Linens: Table linen has to be laid properly. A white cloth is preferred but not mandatory. The only rule is to make sure that linen patterns and china patterns don’t clash.
  • Napkins: Linen napkins should be folded elegantly and placed in the center of the dinner plate.
  •  Silverware: Silverware is to be placed in order of use. In other words, the diner will start at the end and work his way in. The first course will use silverware farthest from
  • Knives: Set knives on the table to the right of the dinner plate. Technically, one should only use a knife if one is cutting meat; however, up to three knives can be placed on the table, in order of use. Blades should face inside, towards the table setting.
  •  Forks: Forks are to be set to the left of the dinner plate in order of use. In most cases, there are three: one each for seafood, the main course and the salad. When dining formally, salads are generally served at the end of the meal.
  • Spoons: Spoons are set to the right of the knives in order of use. If there is a melon course, this spoon will be set closest to the plate with the soup spoon on the end. If there is a dessert spoon, this will be set above the plate. Coffee spoons are set on the saucer when it’s time for dessert.
  • Glasses: Glasses are set above the plate to the right in order of use. From left to right: Water glass, red wine glass, white wine glass, champagne flute (if ordered).
  • Dessert: Dessert plates and coffee / tea cups will be set out  after dinner. If a fork is to be used with dessert, this will be

Points to Remember When Laying a Table

The table on which a tablecloth is to be spread, should be first covered with a                     baize base cloth, for the following reasons:

  • To protect the diner’s wrists and elbows from the table’s sharp edges.
  •  To keep the tablecloth firmly in place.
  • To protect the surface of the table and prevent the rattling of crockery and cutlery.
  •  To absorb moisture in case liquid spills on the table.
  • Based on the size of the table, appropriate linen should be used. The central fold of the tablecloth should be in the middle of the table and all the four edges should just brush the seats of the chairs. Soiled or torn linen should not be used. Three types of tablecloths namely cotton, linen and damask are used. Of these, damask is the best.)


Five styles of services are internationally recognized:

  • French service or guerdion service
  • American service or plate service
  • English service
  • Russian service
  • Buffet service

1 French Service

French service differs from others in that all food is served from the gueridon. This is a rolling cart the same height as the guest’s table. The gueridon is covered with a cloth and is placed side-by-side with the table. It is equipped with a small alcohol stove, or rechaud, that is used to keep the food warm for the preparation of sauces, crepes suzette, jubilee and other special dishes. This service is very elaborate and elegant. The food is partially prepared in the kitchen and completed by the Chef or Headwaiter in full view of the customer. Service of this type requires not only technical expertise on food preparation but also a good showmanship. The Chef carries out certain activities like carving meats, preparing flambe, etc. with flair and showmanship.


  • The guest s given personalized attention making him feelimportant.
  • It makes the guest feel that he is receiving a royal treatment.
  • Th service is elegant and entertaining.
  • It commands higher price than other forms of service (pay forthe service)


  • It is a slow service.
  • It is expensive because it requires large professional staff.
  • It requires a bigger dining room space to make service and food preparation convenient.

 American Service

This is usually called “plate service” because the food is already placed in the plate in the kitchen ready to be served to the guests. This type of service is used in coffee shops where there is a demand for quick and simple service. It requires minimal training for novice waiters and waitresses.


1. It is a fast and simple service.

            2. It is inexpensive. One waiter or waitress can serve many guests and no special      service equipment is   necessary.

3. It does not require highly trained technical staff that demands for higher pay.


        Less showmanship

        Reduced personalized attention

 English Service

This type of service is also known as “family style” service. In this service, the soup tureen is placed before the host alongside with preheated soup plates and hands them to the waiter, indicating the person to be served. The same procedure is followed with the main entree. If so desired, the partly filled dinner plate is presented to the hostess who serves the vegetables from large serving dishes placed before her. Then the waiter places the plate before the guests. This type of service is usually found in coffee shops, family restaurants, counter service, etc.


  • It is fast. Plates of food are served immediately at the proper temperature.
  • It is inexpensive.
  • It requires no special equipment.


  • Less showmanship.
  • Reduced personalized attention to the customer

Russian Service

This type of service is the same as that of French service. However, in Russian service, the food is fully prepared and pre-cut in the kitchen and then neatly arranged on silver platters by the Chef.  The waiter then shows the platter to the guest as a polite gesture and serves the food to the individual plates of the guests using serving cutleries.


  • Only one waiter is needed to each station.
  • Elegant and entertaining.
  • No extra space is needed for the equipment (except for the side stand).
  • It guarantees equal portions because the food is pre-cut and already served.
  • Gives the guests personal attention.


  • It requires a big initial investment in silver equipment.
  • If many guests are served from one platter, the last one to be served may see a rather less attractive display.
  • If every guest in a party orders a different dish like steak or fish, the waiter must carry very heavily loaded   tray / trays to the dining room.

 Buffet Service

This is also called self service and is normally used in banquet functions and in some restaurants. Food is attractively arranged on a long table, classified and arranged according to proper sequence, from appetizers to desserts. Soup is placed on a soup tureen and the hot entrees in chaffing dishes to keep them warm. Some equipment like dinner plates and saucers are laid down right on the buffet table. Instead of the waiter serving the guests, the guests go to the buffet table pick up plates, china, cutlery and napkin and all other items and serve themselves of their own choice.


  • It is a fast service.
  • It requires less staff to render the service needed.
  • The presentation of the different dishes can be appetizing


  • It may result in shortage of food especially when the early ones may serve themselves more; thus very little food is left for the latecomers.


There are various techniques of service has been described in below

Serving of Food with One Hand

This service technique is used only for platter service and involves the so-called long grip. In the long grip, the utensils are held in the right hand. Hold the spoon between the index and middle fingers and the fork between the index finger and the thumb. The curves of the spoon and fork should align. Gently slide the spoon under the item to be served, so that it is held between the fork and spoon. Remove your index finger, apply light pressure to the fork, and lift.

 Serving of Food with Both Hands

This technique is used when working at a side table or a buffet. When serving with both hands, hold the spoon in your right hand and the fork in your left hand. If the food is prepared in a sauce, always scrape the bottom of the spoon with the fork, to prevent drips and to keep the plate you are preparing clean and neat.

Arranging Food on the Plates

To the uninitiated, it might seem very simple to arrange food nicely on a plate. Actually, in a refined service, food is arranged according to particular rules that are followed the world over. Meat is always placed at the lower part of the plate. Sauces are served separately in a sauce boat, or they are served to the left of the meat or fish. When a dish is cooked in a sauce, such as a curry or stews, the sauce is served over the meat. Compound, or flavored, butters, such as d’hote or d’hotel butter or herb butter, are placed directly on the meat. Side dishes are arranged to achieve color harmony. A piece of cake or pie should be served with the point facing toward the guest. Plates with a logo or other graphic decoration should be arranged so that the decoration is placed in front of the guest. Plates should never appear overloaded; the rims must always be free of food and without drip smears. Hot food is always served on hot plates; cold food, on cold plates.

Pouring Beverages

Hold glasses by the foot or stem only, to avoid fingerprints. Glasses are always placed to the right of the guest with the right hand. If the glass has a logo, it should face the guest. Beverages are always poured from the right side of the guest. When serving heavy red wines that have been decanted or are in a wine basket, hold the glass, slightly slanted, on the table with left hand and slowly pour out the wine with the right hand, so that the wine sediment is no disturbed. A bottle of wine is first presented to the host. Then the bottle is opened, and a small amount is poured out for the host. After he host approves, the guests are served first and the host’s glass last.

 Sequence of Clearing

When an aperitif has been served, the empty glasses are cleared only after the wine is served. If a white wine is served with the appetizer, the empty glasses are removed only after the red wine has been poured. The red-wine glasses are cleared after the coffee or after-dinner drinks are served. When guests are smoking, ash trays are always changed before a new course is served. After the guests have finished the main course, any platters or serving dishes on the table are removed first. Then the dinner plates are cleared along with the flatware. Finally, any smaller plates, bread plates, and finger bowls are removed. Before dessert is served, the table is totally cleared, except for flowers or other decorations.

Special Observing

There are many things a server must attend to to become fully efficient. Here are a few tips a server can use to take advantage:

  • Serve hot food hot, on heated dishes.
  • Serve cold food chilled, on cold dishes.
  • Inquire how food is to be cooked:
    • Eggs – fried or boiled, scrambled etc…
    • Steak – rare, medium, or well done etc…
    • Toast – buttered or dry
    • Refill water glasses whenever necessary during the meal.
    • Refill coffee. Customer will let you know if they’ve had enough.
    • Place silver necessary for a course just prior to serving:
      • Soup spoon on extreme right of teaspoons.
      • Cocktail fork to right of soup spoon.
      • Offer crackers, bread, other accompaniments with appetizers or soups.
      • Provide iced teaspoons for ice drinks, straws with appropriate beverages.

 Presenting the Check

The guest should never be kept waiting for his check. It should be presented either immediately after the last course has been served or as soon as he has finished eating. A check cover should be used to transport the bill to and from the table. The cover should be placed to the right of the host. If the host is not known, the check should be placed at the center of the table. It is always a courteous practice to ask if any other services are desired. It is very discourteous to indicate in any way that a tip is expected or that any certain amount is anticipated even if the customer asks (This happens to me a lot.) Never show any disappointment because the tip is less than what is customarily received. Always thank the customer for any gratuity with sincerity.

Guests should be shown small courtesies when departing; for example, a server may draw out the chair for a female guest and assist her with her coat etc… The server should express his good- bye sincerely and welcome the guest to return. The idea is to make the guest feel completely welcome. Try to change up your good-bye from time to time as well. Other customers in the room will get sick of hearing you repeat the same thing to all departing customers, and when it comes there time to leave, they will leave with the feeling, that they were just part of another process.  When guests ask for check, Captains should inquire as to the satisfaction of the guests. Mignardises and check are then delivered to table.


During service the right and left hands have distinct functions to perform. The left hand carries while the right hand works. Flatware, glasses, cups, and the like are always carried on a tray, never in hands. For safety and to prevent clattering, this tray should always be covered with a paper or cloth napkin. While bringing platters to the side table or guest table, always carry them in both hands. The hand towel should be draped lengthwise over the cloth so you can hold the platter on both ends. If several plates or serving dishes are carried at the same time, place them on the towel so they will not slide. Serving bowls and sauce boats are always placed on a small plate with a paper doily.

Sample Procedure for Carrying a Tray

  • It is important to organize the tray in a way that the weight is concentrated on a precise point that will be maintained by the wrist and the left hand (a pile of under cups)
  • Items less heavy will be placed around heavier items (cups and spoon


The basic technique is the same as carrying two plates from above. After picking up the first plate, arrange the flatware on it. The handle of the first fork is under your thumb. This will secure the remaining flatware. Then slide the knife in at a right angle under the fork. Now pick up the second plate with the flatware, and place the flatware on the first plate, fork beneath the thumb and knife below. The remaining plates are stacked on the second plate, while the flatware is arranged on the first plate. In an elegant service, no more than four plates are cleared at one time. Small food remnants on the plates can be pushed to the lower plate; be sure to turn away from the guest when doing this. When the plates contain a lot of leftovers, they must be scraped away from the table. Clear only two plates at a time and sort out in the waiter’s pantry.

Beverage and their classification

A beverage is a liquid formulation specifically prepared for human consumption. The word “Beverage” has been derived from the Latin word “bever” meaning rest from work. After work, one tends to feel thirsty due to fluid loss through perspiration and one is inclined to drink water or other potable beverages to compensate fluid loss. Beverages can be broadly classified into two. They are Alcoholic Beverages and Non-alcoholic Beverages. The following chart shows the classification of beverages.


An alcoholic beverage is a drink containing ethanol, commonly known as alcohol. Ethanol is a psychoactive drug, with a depressant effect. Significant blood alcohol content may be considered legal drunkenness as it reduces attention and slows reaction speed. Ethanol being a psychoactive drug, with a depressant effect, many societies regulate or restrict its sale and consumption. Alcohol has been widely consumed since prehistoric times by people around the world, as a component of the standard diet, for hygienic or medical reasons, for its relaxant and euphoric effects, for recreational purposes, for artistic inspiration, as aphrodisiacs, and for other reasons. Some drinks have been invested with symbolic or religious significance suggesting the mystical use of alcohol. However Alcoholic beverages can be addictive and the state of addiction to ethanol is known as alcoholism.

Fermented Alcoholic Beverages

In fermentation process, certain yeasts decompose sugars, in the feed stock in the absence of oxygen, to form alcohol and carbon dioxide; method for production of ethanol, wine, and beer. Low- alcohol-content drinks are produced by fermentation of sugar or starch-containing products, and high-alcohol ones are produced by distillation of these low alcohol products.


Beer is alcoholic beverage made by brewing of fermenting cereals mash, especially malted barley, usually with the addition of hops as a flavoring agent (bitter taste) and as a stabilizer. A great many beers are brewed across the globe. Local traditions will give beers different names, giving the impression of a multitude of different styles. However, the basics of brewing beer are shared across national and cultural boundaries. Ale and Lager are two main types of Beer. These are clear and sparklng. Another beer is stout which is stronger and coloured.


Wine is an alcoholic beverage produced through the partial or total fermentation of grapes. Other fruits and plants, such as berries, apples, cherries, dandelions, elder-berries, palm, honey and rice can

also be fermented. Some popular type of wine are Table wine, Sangria, Sparkling wine, Champagne, Fortified wine, Port, Sherry, Vermouth etc.

Distilled Alcoholic Beverages

A distilled beverage is a consumable liquid containing ethyl alcohol (ethanol) purified / enriched by distillation from a fermented feed stock such as fruits, vegetables, or cereal grains. The word spirits generally refers to distilled beverages low in sugars and containing at least 35% alcohol by volume. Popular spirits include Absinthe, baijiu, brandy, grappa, rum, tequila, vodka, whisky, sake and traditional German schnapps. Short description of these are presented below.


refers to a broad category of alcoholic beverages that are distilled from fermented grain mash and aged in wooden casks (generally oak). Different grains are used for different varieties, including: barley, malted barley, rye, malted rye, wheat, and maize (corn).


is a general term for distilled wine, usually containing 40–60% ethyl alcohol by volume. In addition to wine, this spirit can also be made from grape, pomace, or fermented fruit juice. It is normally consumed as an after-dinner drink. Brandy made from wine is generally coloured with caramel to imitate the effect of long aging in wooden casks; pomace and fruit brandies are generally drunk unaged, and are not usually coloured.


Rum is a distilled beverage made from sugarcane by- products such as molasses and sugarcane juice by a process of fermentation and distillation. The distillate, a clear liquid, is then usually aged in oak and other barrels. Rum is produced in a variety of styles. Light rums are commonly used in cocktails, while golden and dark rums are appropriate for use in cooking as well as cocktails. Premium brands of rum are also available that are made to be consumed neat or on the rock.


Vodka is one of the world’s most popular distilled beverages. It is a clear liquid containing water and ethanol purified by distillation from a fermented substance such as potatoes, grain or sugar beet molasses, and an insignificant amount of other substances: impurities and possibly flavourings.

Except for various types of flavourings, vodka is a colourless liquid. Vodka usually has an alcohol content of 35% to 50% by volume. Vodka is a Russian delight.


A liqueur is a sweet alcoholic beverage, often flavored with fruits, herbs, spices, flowers, seeds, roots, plants, barks, and sometimes cream. The word liqueurcomes from the Latin word liquifacere which means “to dissolve.” This refers to the dissolving of the flavorings used to make the liqueur. Liqueurs are not usually aged for long periods, but may have resting periods during their production to allow flavors to blend. There are many categories of liqueurs including: fruit liqueur, cream liqueur, coffee liqueur, chocolate liqueur, schnapps liqueur, brandy liqueur, anise liqueur, nut-flavoured liqueur, and herbal liqueur, depending upon the flavouring agents used.


Gin is a spirit flavoured with juniper berries. Distilled gin is made by redistilling white grain spirit which has been flavoured with juniper berries. Compound gin is made by flavouring neutral grain spirit with juniper berries without redistilling and can be considered flavoured vodka.The most common style of gin, typically used for mixed drinks, is London dry gin.


A non-alcoholic beverage is a beverage that contains no alcohol. Such drinks are generally drunk for refreshment, or to quench people’s thirst. Non-alcoholic beverages can be mainly classified as hot and cold beverages.

 Cold Drinks


These beverages are charged or aerated with carbonic gas. The charging with carbonic gas imparts the pleasant effervescent characteristic of these beverages. Carbonation occurs when carbon dioxide is dissolved in water or an aqueous solution. This process yields the “fizz” to carbonated water and sparkling mineral water. Example: soda water, dry ginger, fizzy lemonade, ginger beer, coca-cola, pepsi, and others.

Spring water/ Mineral water

Spring water is the water derived from underground  formation from which water flows naturally (artesian) to the surface of the earth. Minerals become dissolved in the water as it moves through the underground rocks. This may give the water flavor and even carbon dioxide bubbles, depending upon the nature of the geology through which it passes. This is why spring water is often bottled and sold as mineral water.

Mineral water is the water containing minerals or other dissolved substances that alter its taste or gives it therapeutic value. Salts, sulfur compounds, and gases are among the substances that can be dissolved in the water. Mineral water can often be effervescent. Mineral water can be prepared or can occur naturally.


Squash is a highly-sweetened (and often fruit-based) concentrate, which is diluted with a liquid, most commonly water, before drinking. Typically, squash is created by mixing one part concentrate with four or five parts of water (depending on concentration and personal taste) directly into a glass or mug or into a jug. Squashes are also mixed with spirits or cocktails.

The most common flavours are orange, apple and blackcurrant, lemon, peppermint, mixed fruit, summer fruits, and lemon-lime. Other flavours include peach, strawberry, passion fruit, custard apple and kiwi fruit.


Juice is prepared by mechanically squeezing or macerating fresh fruits or vegetables without the

application of heat or solvents. Popular juices include, but are not limited to, apple, orange, prune, lemon, grapefruit, cherry, pineapple, tomato, carrot, grape, strawberry, cranberry, pomegranate guava, sapota and celery. It has become increasingly popular to combine a variety of fruits into single juice drinks. Popular blends include cran-apple (cranberry and apple) and apple and blackcurrant. Juices are also used for cocktails and mixing with spirits.


Syrup is a thick, viscous liquid, containing a large amount of dissolved sugars (60 to 65% brix), but showing little tendency for crystalisation of dissolved sugar. The main use of these concentrated sweet fruit flavourings is as a base for cocktails, fruit cups or mixed with soda water as a long drink. Some examples of syrup are orgeat (almond), cassis (blackcurrant), citronelle (lemon), framboise (raspberry) and cerise (cherry)

Hot Drinks


Tea is one of the most widely-consumed stimulant beverages in the world. It has a cooling, slightly bitter, astringent flavor. It has almost no carbohydrates, fat, or protein. Tea is a natural source of the amino acid theanine, methylxanthines such as caffeine and theobromine, and polyphenolic antioxidant catechins.


Coffee is a widely consumed stimulant beverage prepared from roasted seeds, commonly called coffee beans, of the coffee plant. Once brewed, coffee may be presented in a variety of ways. Drip brewed, percolated, or French-pressed / cafetière coffee may be served with no additives (colloquially known as black) or with either sugar, milk or cream, or both. When served cold, it is called iced coffee.


Accounts and finance

The accounting and control department of a hotel is of vital importance especially because of the peculiarities of this business. Most functions of this department are of technical nature and they require a good deal of background and training for comprehension.

The accounting department is concerned with the guest’s bills, paying wages to the hotel staff, paying bills rendered for the hotel purchases and maintaining books, recording all items of income and expenditure. Many of the accounting records are kept in original outside the accounts office. Accounts with resident guest are kept with the front office.

This department provides records and information of out-goings which provide management at regular intervals with the necessary road to gauge the efficiency and profitability of each department. Final accounts are prepared at the end of the year which depicts the pictures of the hotel business performance for that particular period.

The food and beverage operating statement shows the financial performance of the food and drinks service includes:

  • The revenue from food and beverages
  • The cost of sales of food and beverages
  • The payroll of this department
  • Daily seat turnover or rate of seat occupancy
  • Average sales per seat or average sales per customer
  • Average annual restaurant occupancy

Accounts department is responsible for keeping record of all the transactions in the hotel the uniform system of accounting is followed.

The department is headed by Chief Accountant Function

Account department posts all financial dealings of the hotel in their respective books as well as audit all the transactions. The accounts department also pays the staff salary and wages against the voucher issued them by the personnel department.

Other functions

  • Managing the account of restaurants and room sales
  • Preparing financial statement
  • Profit & Loss account
  • Balance sheet and budget

Systems and procedures

Guest Folio

When a guest checks in, a folio is opened in his name which carries all the credit expenses of the particular guest. The daily amount is calculated and is brought forward by the night auditor.

Guest ledger transcript

From the weekly bill the entire amount is recapitulated in the guest ledger and is sent to the accounts department after the completion of auditing this is recorded in the monthly income journal.

Visitors Tabular Ledger

Is used for a day to maintain the daily account of the in house guest in a tabular form and it contains both credit and debit column and at the end it is transferred to the guest folio and ledger goes to the accounts office

Credit Ledger

This ledger records all the credit amount along with names of the company when cash is collected an entry parallel in the debit side of the cash book.

Vouchers and bills

Vouchers   and   purchase bills   are   sent   along with   summary   sheets   of all departments for rechecking,


Accounts department coordinates with all departments for all bills and voucher and with personnel for payment of salary and wages to the staff.

Accounts department is divided into these sections

  • Purchase
  • Receiving
  • Stores
  • Food and Beverage Control

 Purchase and storage

This department should be completely independent of the other departments of the hotel. The department can be sub-divided into:

  • Purchasing
  • Receiving
  • Storing
  • Issuing


The creation of atmosphere by right choice of furnishings and equipment is £ contributing factor to the success of food and beverage service area. With the trend towards higher cost of decreased availability of key commodities: the purchasing section becomes extremely important purchase department of the resort is concerned with purchasing of all raw materials, equipments and various items as required by other departments.

Responsibility of Purchase department

  • Make continuous availability of materials
  • Make purchase in reasonable quantities
  • Adopts most advantageous method of purchase
  • Develops good relations with supplier
  • Develops alternative source of supply


The receiving section is mainly concerned with the receipts of goods and is managed by a receiving manager. All items which are purchased by the hotel have to go

Through receiving department which ensures that the quantity and quality of the product are up-to-the specification and standard required.

Storage and Issuing

A Storing and issuing policy gives guidance about the daily recurring process of storing incoming goods and releasing or issuing them for use in the appropriate departments.

The storage and issuing of food needs to be properly and carefully controlled. The following are some of the practices which is useful:

  • Accounting department should have direct control of food issues
  • Periodic inventories should be taken
  • Occasional spot checks should be made
  • All supplied should be issued only, during established hours.
  • In issuing food items, observe the principles of ‘first in first out’
  • Set up a requisition procedure and maintain proper record of nature, quantity, pricing and date of food supplies issued.
  • Eliminate storage room pilferage
  • Keep the store room locked
  • Provide for dual control of store room keys in the absence of storeroom attendant
  • and Prohibit entrance into the storeroom by an authorized person Functions
  • The store room will be arranged neatly & correctly
  • The store of each food item will be maintained separately
  • To check the item while receiving from receiving department
  • To supply item against intend requisition

Food and Beverage Control

The food & beverage controller keeps a check on all the food and beverage outlet; of the hotel. The control is done on two broad spheres, namely:

  • Food
  • Beverage & Smokes – alcoholic – non alcoholic


  • To keep a constant check on costs of food and beverage production and hence maintain a food cost level
  • To ensure that misappropriation of food and beverage does not take place
  • To prevent “spoilage, pilferage and wastage of materials
  • To indicate what is going wrong where and to try and remedy the problem with regard to food and beverage
  • To keep a strict check on liquor, as it is a high cost item and small losses can lead to light monetary losses.

The food & beverage cost controller is responsible for:

  • Actual cost procedures of food and beverage department
  • Record of complementary, staff meals, check etc.
  • Spot checking on various points and previous day’s balance to check food  and beverage cost
  • Costing of store issue
  • Checking of KOTs and other food and beverage controls
  • Portion control and control of wastage
  • Menu planning and standard recipes

 Personal Department

It has the duties of selecting, recruiting and improving the staff. Personnel management is a vital function of hotel management. The personnel manager must know the local labor market and must design a program that will attract qualified employees to the hotel. Management looks to the personnel department for advice, suggestions and the latest development in the areas of wages, salaries, job evaluation study, service etc.The department is responsible for the development of maintenance of human resources.


  • Recruitment of permanent and temporary staff
  • Helping the staff in case of any problems
  • To calculate the salaries of employees
  • Granting them leave
  • Calculate provident fund, house rent etc.
  • To keep arrears of trainees
  • To keep personal records of each employee


The security officer is responsible to protect the hotel and well-being of guests and staff. In brief his duties include:

  • To supervise the issue of all master or sub-master keys to such personnel as are authorized by the management
  • To maintain friendly working relations with the local police officer
  • To be responsible for lost property
  • To supervise security precautions in the handling of cash within the hotel
  • To supervise correct maintenance of fire fighting equipment and carry out periodic training of security staff

Records maintained by security department

  • Maintain security logbook
  • Maintain gate passbook
  • Maintain Visitors pass
  • Control keys


This assignment is about SWOT ANALYSIS .I assumed that I have a hotels group around Radisson Blu Water Garden Hotel. I am trying to use one of the important tools in engineering management to develop an overview of my hotel’s strategic situation which called “SWOT ANALYSIS”.


1) The hotel is close to the Nair Air port . (Just 10 minutes on foot)
2) The hotel is in the central district of the Dhaka.
3) The lodgers can hear ALATHAN from their rooms.
4) The hotel provides many services to its lodgers such as satellite channels in the rooms, two open meals every day, and many of rooms services.
5) The hotel has a wireless network which covers the hotel and enables the lodgers to use the internet everywhere.
6) The hotel has a good air-conditioning, ventilation, and fire alarm systems.
7) The hotel has a big celebrations hall (meetings and conferences for VIPs)
8) The hotel staff has a good experience.
9) Huge investments.


1) No parking near the hotel.

2) The hotel consists of twenty floors each floor consists of forty rooms in addition to four royal sections, and these are not enough especially

3) The capacitance of each lift does not exceed more than ten persons for each travel and their numbers are not enough. (Just 3 lifts)

4) The hotel does not commanding the holy mosque directly (that means the lodgers can not see the holy mosque from rooms windows).

5) The lodgers come from various countries with different cultures and languages.
6) The central district of the holy mosque contains a lot of hotels which compete to serve dhaka visitors.


1) Making propagandas in newspapers and distributing bulletins in public areas
2) A developing of hotel staff
3) A developing of hotel services.
4) An increasing of the capacitance of the hotel.
5) A special parking for hotel lodgers.
6) Updating the wireless network of the hotel.


1) Missing one of the hotel steady lodgers for any reason.
2) A discounting which is made from some competitors.
3) Some uncaring lodgers which cause damages to the hotel chattel.


1) the hotel can resize e the strength of being nearby to the holy mosque in the central district to making propagandas for its branches.

2) The hotel can resize the strength of providing many services to its lodgers as a fillip to develop its staff and services.

3) The hotel can resize its huge investments to build new floors, update its wireless network and create special parking for lodgers.


1) The hotel can avoid the weakening of no parking near the hotel by creating a special parking for the lodgers.

2) The hotel can avoid the weakening of finiteness of lifts by construct three moreover
3) the hotel can develop its staff. (Training, short courses in dealing with others and in some languages) in order to avoid differences of cultures and languages

SWOT Conclusion

After finishing this assignment I observed that my knowledge about the basic concepts of engineering management are developed and increased and I am optimist to learn more things in the next few sessions and assignments that will help me in my engineering life


This project is meant to study about the one department in the model hotel. All the department expert sales have been dealt with in detail. Their functions and procedures have been brought out.

The hotel as the model is “RADISSON WATER GARDEN, DHAKA”..  This project basically says how each department in the model works and what are their procedures.

The problems of the four major departments in the model hotel are identified and possible solutions are given. In short this will help to have pictures of the model hotel. Various departments, their functions, their sub selections and the kind of work are doing is high lighted on this project.

The project data was collected when I was doing my practical training between 15TH November 2012to 15th February 2012. The certificate has been given in the beginning of e project report. By this I came to know about the model hotel in details and their functional aspects. I am thankful to people who rendered their valuable suggestions to complete this project.


These are the information and knowledge I have gained during my training period at “RADISSON WATER GARDEN, DHAKA”. With assistance of Respective Mangers and staff.

The different sources of information collected by me regarding project during my training period are:

Reference books:


–          SUDHIR ANDREWS.


–          SUDHIR ANDREWS.

  1. 3.      F&B SERVICE

–          SUDHIR ANDREWS.

–          LILLICRAPS.

  1. 4.      F&B PRODUCTION


  1. 5.      OTHER SOURCES


–          MAGAZINES – Inside Outside.


–          NEWSPAPERS.

  1. 6.      WEBSITES




Radisson Hotel