BACHELOR OF HOTEL MANAGEMENT (BHM)

2015-2019

SUBMITTED BY SUPERVISED BY

MANISH KUMAR MR.VIKAS GUPTA

SECTION-A

A2728915010

TRAINING REPORT
 INDEX

 GUIDE CERTIFICATE

 DECLARATION BY STUDENT

 ACKNOWLEDGEMENT

 INTRODUCTION
 GUIDE CERTIFICATE

This is to certify that the project report titled

TRAINING REPORT is a bona fide work carried out by MANISH KUMAR

Enrollment noA2728915010Of Bachelors of Hotel management
program of Amity School of Hospitality for BHM degree of Amity
University, Noida. (U.P)

Guide:-
MR.

Date:

Place:
 DECLARATION BY STUDENTS

This is to certify that the project report titled TRAINING REPORT

in partial fulfillment of the requirement for the award of degree of BHM

of Amity School of Hospitality is an authentic work carried out by me
with the best of my efforts.

Sign ______________
Name MANISH KUMAR
Enroll. No A2728915010
BHM 8THSem.
 ACKNOWLEDGEMENT

I would like to express my special thanks and gratitude to my teacher

MR. VIKAS GUPTA who gave me the opportunity to do this project on
the topic which encouraged me in doing a lot of research and helped me
finishing this project within the allotted time.

Sign ______________
Name MANISH KUMAR
Enroll. NoA2728915010
BHM 8TH Sem.
 TRAINING REPORT

Bachelor`s in Hotel Management

Name of the Student MANISH KUMAR

Student ID A2728915010

2015-19
Batch

Name of the Company HOTEL LEE GRAND NH-9

Introduction of Hotel Industry

Hotel is a place where the travellers may receive food and shelter and a comfortable temporary house.
A hotel is an establishment that provides paid lodging on a short term basis. The word hotel is derived
from the French word hote which means the host.

According to the British laws, “A hotel is a place where bonafide travellers can receive food and shelter
provide, if he/she is in a good position/condition to receive and pay for it.”

The word hotel may be formulated by the concept to the hospitality service, of which the primary
objective is to provide lodge and foods to the people who are economically, mentally and physically able
to receive. There are many other properties in the field of hospitality business, such as lodge, guest
house, rest house, restaurants, etc., but the concept of hotel is only regarded with the combination of
all these activities. This actually refers to address overall expectations and needs of the guest.

Hotel Industry is one of the fastest growing sectors of the economy of our time. The hotel industry alone
is a multi-billion dollar growing enterprise.
2.2 Classification of Hotel

There is no any exact classification for the hotels. However, hotels are classified on the basis of the
service they offer number and the types of the rooms they hold, area of the location and much many
factors. The following bases of classification are;

According to Location

Down-town Hotel

Airport Hotel

Motel

Resort

Camps

According to Size

Small Hotels (1-25 rooms)

Medium Hotels (25-100rooms)

Large Hotels (100-300 rooms)

Very Large Hotels (above 300 rooms)

According to length of guest stay

Inns

Apartment Hotels

Family Hotels

According to Types of Clientele

Business Hotel

Group Hotel
Convention Hotel

Youth Hostel

2.4 Positioning in Different Departments.

2.4.1 Introduction to Front Office Department

Front office is the most visible segment of any hotel industry which is strategically located at the
entrance of the hotel building within the high traffic lobby area. It is the first department noticed by the
guest. It is the department which is responsible for the sales of hotel rooms through systematic method
of reservation followed by the registration and assignment. It is attractively design and systematically
and sufficiently equipped to perform the necessary formalities relating to arriving and departing guest.

The front office in a hotel holds a prime importance and view of the business of a hotel i.e. to sell rooms.
Revenue collected from the sales of room is very high. Since this is the only department which has got
first and last point of contact of every guest with the hotel.

Room Rates

One of the challenges for a Front Office Manager is to establish room rates. Room rate must satisfy the
following purposes:

It must be competitive with competition.

It must contribute to the revenue of the property to keep business healthy.

Single / Double

Deluxe Room 2000+ GST Charges

Premium Room 4000+GST

Extra Bed RS600 INR

Meal Rates

Breakfast INR 150

Lunch INR 250

Dinner INR 250

Tariffs are subject to change without prior promise.

Organizational Chart of Front Office Department

2.4.1.2 Sections of Front Office Department

a. Reservation

A request for accommodation on by a guest for any particular period is called reservation. It is a process
of booking a room in advance for prospective guest for certain period of time when reservation is made
at hotel.

Reservation is one of the important parts of Front Office Department. It is also known as the hub center
of the hotel. Request of reservation may come from different modes such as letter, fax, telephone,
email etc.

It is the most important part of the F/O department. It keeps the record of all the reservation made by
the guest or the travel agencies. The department sometimes directly makes the link to the guest and
informs the rate and the facilities the hotel offers to the guest.

Responsibilities of the departments:

Making reservation to the hotels.

Updating guest profile with the available information.

Helping guests / agencies with information about the hotel and its facilities.

Facing reservation confirmed amended or cancelled later to the required agency or guest.

Sending filled up reservation from the reception of next day arrival one day in advance with all
correspondence.

Steps involved in the room reservation

Handling room request

Determining availability and rates

Confirming the reservation

Guaranteeing the reservation

Change of reservation

Cancellation

Group reservation

Guidelines for service request.

Tasks performed:

Faxing reservation request form as confirmed amended or cancelled(stamps)

Filling reservation request form and other related papers as per the date and month.

Filling up details in reservation form.

b. Reception

The personnel in front desk welcome and receipt the guest and assign them a room after few
registration formalities, maintain room ability and provide information. This section is responsible for
the warm and friendly reception of the entire guest. Reception is the staff that has direct contact with
guest.

Reception of Radisson hotel operates 24hrs to provide highly professional and efficient service to the
guest. Reception is only the department which gives the first and last impression to the guest. The
personnel should be very much careful while dealing with the guest because this is the first point to
meet the guest.

Receptionist also manages the room key.

Duties and responsibilities of this section

Preparing keys of the guest rooms.

Handle registration for guest with reservation and walk in guest and allocate appropriate rooms of
them.

To receive the guest promptly and assign the room.

To issue VIP amenities voucher.

To handle foreign guest and complete all their required government formalities.

To calculate room availability and advice reservation.

To send arrival and departure notification slip to various departments.

To open guest folio and check the guest registration card.

To arrange transportation facilities for guest if required.

To prepare flash report.

Checking all the settlement by night auditor.

Responsibilities

Carrying guest’s luggage during arrival and departure.

Storing guest’s luggage in the luggage storage room.

Distribution newspaper to executive’s offices, club floors and different outlet.

Providing stamps (postal) to the guests as per their need.

Helping guests with providing stamps (postal) to the guests as per their need.

Helping guests with required information.

Tasks performed

Tying baggage tags to the guest’s luggage along with details.

Helped carrying luggage during guest’s arrival and departure.

Analysis

Intern students are equally provided opportunity to learn in every sections of front office department.
Both Back house and Front house duties.

Treated as a coming global hospitality leader and respected as Sir/Madam and works hand to hand
which made us very beneficial.

b. Negative Analysis

Interns are provided with the tasks that are more risky in nature. E.g. they are left alone to type the
name of arriving and departing guest so that to merge in the welcoming and departure letter
respectively. So it may create the great problem if the name or room number goes wrong.
ROLE OF FRONT OFFICE

Rooms Division comprises of a wide range of diverse

operations, which share the common aim of providing guests with the highest levels of comfort, service
and security.

The Front Office employees play a vital role in the creation of a positive first impression of the
establishment through an ongoing rapport with guests. In addition, the Front Office employees are
influential in shaping the city’s perception and

judgement of the hotel. The impression which we aim to achieve is one of quick and efficient service by
friendly, courteous, informative and helpful employees. Our guests must have the feeling that they are
being taken care of by people who are genuinely interested in their wellbeing. In order to achieve this
goal, it is imperative that all front

Office employees develop a strong and positive working relationship with all other departments.

It is the individual responsibility of each and every employee to foster a close understanding of the roles
of their colleagues in other departments and to develop an empathy with the problems that they may
be encountering.

Front Office is to ensure maximum yield in terms of

occupancy and room rates.

1. To ensure that state-of-the-art technology is used to its maximum potential for data collection and

administration, ensuring an efficient and complete guest service is delivered at all times.

2. To function as the “control centre” of the hotel,

providing a 24-hour service for the handling of all

guests’ requirements.

3. To ensure effective communication with all

departments in order to facilitate our efficient service to our guests.

All employees must have full knowledge of all hotel facilities and services, and be fully conversant with
all aspects of the city/area attractions to ensure that all questions can be answered immediately.

All Front Office employees must be fully trained in their job functions to ensure they are able to handle
any situation that may arise in a responsible and professional manner.
As a large and extensive operation generating a major portion of the hotel’s revenue, it is important that
all areas are effective in maintaining costs and controlling expenditure to enhance overall profitability.

FRONT OFFICE - GOALS

The key front Office Goals are:-

1. To recruit young, energetic and well-motivated

employees for the Reception and Cashiers, who are

capable of providing our guests with a friendly yet

formal atmosphere, thus creating a more comfortable

environment.

2. To reduce payroll costs through the maximum use of state-of-the-art technology.

3. To utilise the full potential of data retrieval and

communications, e.g. guest history.

4. To standardise the hotel’s approach to guest service and the layout of guest areas to ensure a
consistent standard throughout the hotel.

5. To further increase the guest satisfaction through the introduction of new services and more efficient
standards recognising customer’s loyalty to meet the demands of the frequent traveller.

6. To promote Hyatt’s loyalty program Gold Passport and to encourage Brand Awareness in Mumbai.

FRONT OFFICE – CONCEPT STATEMENT

1. Location

Front Office areas include reception and cashier. These areas are located on Lobby level.

2. Manning

It is the philosophy of the Division to recruit young energetic employees who are committed to long-
term career opportunities with Hyatt Regency Mumbai and Hyatt International.

3. Operating Philosophy

Employees will promote a work environment that encourages personalised and friendly service.
 Employees are not restricted behind counters, but are stationed by the lift landings and lobby areas
on lobby level to greet, welcome and assist all guests.

Knowledgeable employees will provide recommendations and direct guests personally to their
desired locations.

Employees will adopt a never say “No” approach to any guest request. If a guest cannot be completed
a suitable alternative will be arranged.

Employees are encouraged to take ownership in serving guests so as to exceed expectations.

At registration, guests will be welcomed to Hyatt Regency Mumbai. Return guests will be welcomed
back using the guest name where ever possible.

A clean database of hotel guests will be achieved by a 3-phase registration process.

First Visit a business card, passport and credit card will be obtained and the information will be
accurately entered into the computer.

Second Visit the guest will be asked any other additional information to ensure that their profile is
complete.

VIP guests will be welcomed at the door of their limousine by name and escorted directly to their
rooms. Registration will take place in the room.

Upon Checkout, guests will be escorted to the main door and bid farewell.

When greeting the guest on the telephone or at the desk, Staff are to greet the guest by name at all
times.

Guest Information will be provided by computer generated notes and guides at the concierge.

Guests Preferences and requests are to be shared in daily communication meetings creating
awareness within the entire division ensuring that guest expectations are met.

4. Unique Services

Concentrate on creating and using an extensive Guest history database.

5. Hours of Operation

The Front Office will operate on a 24-hour schedule. The Team Leaders and Guest Service Officers will
be at the desk with an Assistant Manager-Front office.

6. Uniforms

Uniforms are selected to compliment the interior design. There will not be a winter or summer
differentiation.
ROOMS TOP TWENTY

Check-In

We greet guests warmly, with a smile and offer assistance following our brand standards check-in
process.

Data

We provide up-to-date information concerning our valued guests.

Safety & Security

We ensure that guests feel secure and verify guest information with picture identification before
providing replacement keys or opening a guestroom door. Employees are all well versed with our fire,
safety and emergency procedures.

Wake-up Call

We deliver wake-up calls on time, using the native language of the guest where possible and a reminder
call is provided five minutes after the initial call. All calls for VIPs and airline crewmembers are
personally delivered by a member of our team.

Message Delivery

We deliver all messages to the room within 10 minutes where voicemail is not available.

Concierge

We provide a highly informative, professional presentation and personalized service to our guests.

Clean & Dust Free Room

We thoroughly clean each room with the correct cleaning agents and equipment. Carpets and floors
should always be well maintained and clean.

Amenities

We use hypo-allergenic/ecological friendly bath products. All guest rooms should follow our brand
standards with regards to amenity sizes and standard setups.

Pillows & Duvets

We provide soft, light and comfortable feather down pillows and duvets. A wide range of non-allergenic
pillows is available.

Linens & Towels

We replenish all linen and towels daily ensuring the replacements are fresh, well laundered and stain
free. All linen and towels are well maintained and are removed

once we see signs of wear.

Beds

We offer a superior top quality branded mattress in all guest rooms and follow the specifications spelled
out in the Information HYway. A maintenance care programme

shall be implemented to ensure we maintain optimum comfort for a good nights sleep.

Power & Lighting

We ensure that an individual and a well placed Master Switch should enable the guest to easily control
lighting in the room.

Guest Work Areas

Amenities and collateral are conveniently stored out of sight to create an organised, professional work
area.

Shower

We feature high quality showerheads along with strong balanced water pressure in our bathrooms. The
showerheads are cleaned daily to ensure that water flow

is not obstructed.

Do Not Disturb Sign

We do not enter rooms or disturb a guest requesting privacy.

Collateral

We provide well-presented communication materials to our guests in the most efficient and
professional manner, using quality graphics, materials and printing.

In-Room A/V Entertainment

We offer an extensive range of suitable Audio/Visual in Room Entertainment including international

news, business, sports, local attractions and movie channels.

Cables & Wires

We make certain that all noticeable cables and wires are neatly tied using quality and appropriate
coloured straps and retainers.

Pest Control
We ensure that a frequent and comprehensive pest control programme is carried out by a certified
vendor on a regular basis to ensure we are always pest free.

Check, Check, Check

We create a philosophy that it is everyone’s responsibility to constantly check the standard.

FRONT OFFICE ORGANIZATION AND HIERARCHY OF STAFF

Director of Rooms

Asst. Director of Rooms

Asst. Front Office Manager

Asst. Manager - Front Office

Team Leaders

Guest Service Officers

*********************************************************************************

1. Bell Desk

Departmental Hierarchy

Asst. Manager

Team Leaders

Bell Boys

***********************

Task List

How to assist guest with Taxi service.

How to arrange for transfers.

How to issue car dockets for parking.

How to receive car dockets to return guest cars.

How to arrange for transfers.

How to handle baggage of a check-in FIT.

 How to bring down luggage for departure FIT.

How to handle short term luggage storage.

How to handle long term luggage storage.

How to use luggage trolley.

How to prepare for morning distribution of newspapers.

How to sort newspapers.

How and when to distribute newspapers

How to handle guest request for newspapers.

How to handle guest request for medicines.

How to handle request for car cleaning.

How to handle “hold for arrival” items.

How to deliver amenities to the rooms.

Assistance on crowd control at Bell desk.

How to answer guest queries regarding hotel facilities.

How to handle baggage of a check-in group.

How to bring down luggage for departure groups.

How to handle room change.

Skills developed and knowledge gained:-

Understanding the duties and responsibilities of Bell desk.

Performing the duties of a Doorman and understanding his duties and responsibilities and
behavioural pattern with guests.

Learnt the proper way of interacting with guests in the standard manner.

Learn the importance of being proactive and assisting the guests with whatever they need.

Learnt the importance of time schedules and deadlines as one has to know the importance of being at
the right place at the right time.
 Efficiency is important as one has to be very responsible while handling guest articles.

One has to be very alert while handling baggages because even the slightest of carelessness and delay
can cause major goof-ups and result in guest inconvenience.

To help guests with anything that they want and solve their

queries.

To handle room changes.

To deliver any amenities or products up to the rooms.

To arrange cars for local use or airport transfers.

To escort guests while checking-in and checking-out.

Learnt to handle short-term as well as long-term luggage storage.

Learnt how to control operations during heavy rush and how to cope up with the work pressure.

To provide new keys and replacing keys for guests and the proper procedure for it.

Collection of requisite items from the General Store for the Bell Desk.

Learnt the co-ordination between Bell desk and Front desk with respect to check-in and check-out
and expected arrivals.

To handle group check-ins and check-outs.

Special Observations:-

No details about in-house guests are divulged and people with any such queries are directed to the
Front Desk.

Calls to be made to rooms should be made by house phones.

While handing over new keys to the guests, photo-identification is to be checked at all times.

Fingers are never pointed towards any direction to the guest, they should always be escorted.

Whenever escorting guests up to the room while check-in, all the standard operating procedures are
to be followed.

There is a need for being proactive and guests should always be asked if they need any assistance,
especially at the lobby level.
Situations Handled:-

During the ongoing HLL conference, the HLL company representatives wanted to place a welcome
letter and goodies in all the rooms belonging to the delegates. I was entrusted upon with the task of
managing the entire operation and reporting back to the TL-Front Desk.

Worked during the three days long annual NASSCOM conference which was an enriching experience
and I learnt a lot from that experience.

Bell Desk – Brand Standards

Welcome

Open vehicle door for the guest in good time of the vehicle stopping or the guest stepping out.

Greet as per time of day and welcome guest to the hotel by saying:- “GM/GA/GE Sir/Madam,
Welcome To Hyatt Regency Mumbai.”

Remove the baggage from the boot of the car and confirm on the number of pieces.

Accordingly present the luggage tag to the guest.

Assist guest with taking the luggage into the hotel.

Direct/Accompany guest to the check-in area.

Doorman should greet the guest as per the time of the day and open the doors in due time.

Direct/Accompany guest to the elevators.

Wish the guest a pleasant stay.

Welcome – In Room

If accompanying to the room, point out and explain theemergency exits and the exit plan behind the
door.

Check with guest upon the placement of luggage.Rack/Wardrobe.

Explain room features to the guest.

Provide information on Internet Connection.

Wish the guest a pleasant stay.

 Depart from the guest room without visibly lingering for tips.

Departure Sequence

Check and confirm with guest on the number of pieces.

Check on any pieces of luggage to be left behind for storage reasons.

Check with guest for departure transfer requests prior to checkout.

If requested transport to be kept ready prior to the guest arrival.

Confirm with guest and load the luggage in the boot of the car.

Wish the guest a pleasant trip.

2. Concierge

Concierge is that division of Front Office which deals with guest requests. Concierge does anything and
everything that the guest asks for, but which is accepted by the legal framework.

Departmental Hierarchy

Asst.Manager

Team Leader

Guest Service Officers

*************************************

Task List

Providing information about the hotel and the services offered.

Providing hotel car for local use.

Recharging of mobile phones with the desired amount.

Providing new mobile phone connections.

Providing city information and places of tourist interest along with a map and city guide.

Keeping guest articles at the back area and tagging them.

Organizing a city tour and preparing an itinerary for the same.

Processing guest requests for medicines.

Delivering guest messages and parcels in the rooms.

 Ticket booking for the guests and delivering the ticket confirmation.

Understanding the usage of all the books and formats maintained in the department.

Skills developed and knowledge gained:-

Learnt the workflow and duties and responsibilities of Concierge.

Learnt the details of all the books and formats maintained in the department.

Learnt the usage of various softwares used for various tasks.

Learnt the standard behaviour code with guests.

Learnt the telephone etiquettes to be used while talking to the guests.

Handling guest requests and processing them.

Calling up guests to provide information and following-up whenever needed.

Handling guest queries and providing solutions.

Special Observations:-

A Log Book is maintained and all the information in every shift is entered in it. Tasks to be done are
carried forward and written accordingly. The staff should follow up whether all the tasks to be done
have been executed or not.

After recharging the phone, the details are entered into the “mobile recharge book” for future
reference.

All the courier receipts and medicine bills are filed up for future reference and to check for any
discrepancy.

A very important tool for the concierge operations is the “Hot Log”. It is a sheet of paper onto which
the details like the room no, guest name, guest request etc. are noted down by the shift incharge as
soon as the request is received. It thus helps in processing the task and makes the follow-up easy. After
each shift the Hot Log is filed up and all the tasks which haven’t been done are posted onto the Log
Book.

While providing new mobile connections, a photo-ID, a passport size photo and resident proof is
required for documentation.

Any payment made by guests for the services rendered can be directly taken in cash or the amount
can be posted onto their room account.
Situations Handled:-

Processed a guest request for dinner reservation at a city restaurant and made the booking and
delivered the restaurant confirmation letter to him.

Prepared an itinerary for a guest who wanted to visit South Mumbai as per the guidelines given by
him and the time given.

Provided details of the city and important locations to guests.

Booking of airline tickets for guests and delivering the confirmation.

3. Front Desk

Front Desk is that division of the Front Office which deals with check in and check-out and cashiering.

Front Desk Check-In Standards:-

Welcome

Maintain the 15/5 rule.

Greet guest warmly as per the time of the day.

Maintain eye contact.

Offer assistance.

Ask permission for proceeding further.

Use guest name at least twice.

Information

Business Card

Passport (Foreign National)

Departure Date and Time (Early Departure)

Transfer Request

Billing (Settlement/Entitlements)

Room Type Preference

Gold Passport

Frequent Flyer Program

 Room Rate reconfirmation (Non-Verbal)

Room Number reconfirmation (Explain Room features)

Offer Express Checkout.

Enquire for baggage assistance.

Farewell

Explain to the guest the direction to the room. (Introduce Escort if applicable)

Wish him a pleasant stay.

With time at hand reconfirm with bell services whether baggage has been sent across.

Front Desk Check-Out Standards:-

Welcome

Maintain the 15/5 rule.

Greet guest warmly as per the time of the day.

Maintain eye contact.

Offer assistance.

Ask permission for proceeding further.

Use guest name at least twice.

Information

Reconfirm room number.

Reconfirm upon last name.

Request for room keys.

Check for baggage to be collected.

Check/reconfirm for departure transfer.

Check Mini Bar consumption.

Check upon stay comfort and offer comment card.

 Check on electronic safe.

Present the correct/payable bill.

Proceed as per MOP.

Handover one copy for guest reference.

Farewell

Thank the guest for the patronage offered.

Wish him a pleasant journey onward.

Express interest towards future visits and offer to make reservations.

Introduction to Food and Beverage (F&B) Service Department

The F&Bservice department is one of the most important profit oriented department in any hotel
industry which plays a dominant role in revenue production by providing varieties of prepare F&B in the
hospitality manner to the house and outhouse guest.The F&B service department of a hotel is the most
labor intensive department The F&B service should coordinate, complicate and cooperate with other
different department like HK department, F/O department, Security, Account, HR department,
maintenance department etc.

The food and beverage service is now being popular and is also referred to as the hospitality catering
industry

The word service has its own meaning

S- Smile for everyone

E- Excellent in everything

R- Reaching out to every guest

V- Viewing everything

I- Inviting guest to return again

C- Creating a warm atmosphere

E- Eye Contact

Housekeeping
The good housekeeper must possess a high degree of tact as well as good organizing ability. This is a
management position that commands respects from all the members of the hotels. The duties and
responsibilities of executive housekeeper are as follows:-

Organize, supervise and coordinate the work of housekeeping personnel on a day-to-basis.

Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for the hotel guests.

Draw up duty rosters and supervise the discipline and conduct of his/her staff.

Counsel employees on various duties and work-related issues.

Motivate his/her staff and keep their morale high.

Search constantly for the new techniques and products.

Organize maintenance and repair of guest rooms.

Deal with lost and found articles.

Ensure the provision of proper uniforms for the hotel staff.

Ensure the observance of hygiene and safety precautions.

Evaluate employees in order to upgrade them when opening arise.

Organize and supervise on the job and off-the-job training of staff.

Coordinate with maintenance department.

Be responsible for the redecoration and refurbishing of rooms, lobbies and so on.

Provide a budget to the management and undertake budget control and forecasting.

Hold meetings of the housekeeping staff.

Prepares policies concerning housekeeping.

Training of new recruitment.

Floor Supervisor:

The floor supervisor reports to the assistant and executive housekeeper. Floor supervisor have final
responsibility for the condition of guestrooms. Each floor supervisor is assigned three or more floors.
He/she gives the room attendant their room assignments and the floor master keys, which are turned at
the end of the day. She checks, supervises and approves the attendant’s work and makes periodical
inspection of the physical condition of all room on the floor. The floor supervisor duties and
responsibilities of floor supervisor are stated as below:

Supervise the handover of soiled linen to the laundry and the requisitioning of fresh ones from
housekeeping.

Ensure supply of equipment and maintenance and cleaning supplies to floors and public areas.

Issue floor keys to room attendants.

Supervise spring cleaning.

Report on maintenance work on his/her floor.

Coordinate with room service for clearance.

Maintain par stock for the respective floors.

To execute the pest control schedules on the assigned floors.

Check on scanty baggage.

Report on standard of individual staff performance.

To meet with minor complaints and request made by the guest and staff.

To maintain floor registers/files and daily requisitions.

Prepares occupancy reports.

Report all lost and found items and ensured that the prescribed procedures are followed.

Immediately report any safety or security hazard to the security department or to the management.

Before the start of my internship i was expecting to learn a number of things by going to Hotel Lee
Grand . One of the things that i expected to learn during my training was how did the hotel do their
planning when they had a function to prepare for. I wanted to see how they managed their staff as well
as the preparations they were required to be made in order for the function to be a success. I was also
expecting to know about the food made during functions. I had expected my training to answer some of
the questions i had such as ‘Were food made for a large quality of people in hotels the same quality
compared to food cooked in smaller portions?’ And ‘How did they know how much food to order and
how much needed to be cooked to satisfy the amount of guests attending?’ Since i was also required to
enter the admin department of the hotel i also expected to learn how the hotel managed their money
and the process the hotel used to purchase all of the items required for them to maintain their
operation. Never before have had I learned all these on my previous training because before that I was
not required to enter the admin department of any establishment.
The hotel is clearly targeting big groups of people that require a venue to conduct their events to their
business. The facilities in the hotel are all suitable to be used for big events as they have a Royal
Ballroom that is able to fit at least 2,000 pax and many other smaller meeting rooms. Guests can also
make use of the International Events Conference Center through the hotel. The kitchen in the hotel is
fully equipped and specializes in cooking food in huge amounts of number. They also provide technical
expertise to guests in the form of stage preparation, PA system set up and lighting system.

As a trainee in the culinary department of the hotel i was given a wide variety of duties. My main duty
was to assist in production for the different kitchens. Whenever a kitchen was busy or required help,
they would always send trainees to that department in order to help with the heavy work load. The
work could be many different things such as picking up items from the receiving area, cleaning pots and
pans required for service, preparing mise en place in advance, arranging ingredients contained in the
chiller or cooking food that will be consumed by guests. Sometimes i would also be given a duty to take
care of a buffet line or buffet station. I had to ensure that the food contained in the buffet was clean,
hot and presentable and if there were any shortages it was my duty to refill them as quickly as possible.
Sometimes guest would even come up and talked to me for assistance so it was also my duty to ensure
that the guest needs were fulfilled. During my time in the Chinese Banquet Kitchen most of my duties
were helping the chef prepare the ingredients needed for cooking and helping set up the Chinese buffet
line. At times when there is a wedding function it would be my duty to help prepare and plate the dishes
before they are served to the guests. My duties in the Banquet Kitchen and Western Banquet Kitchen
was similar as my duties mostly required me to help with preparing food needed for the buffet line as
well as food for the staff cafeteria. In the Pastry Kitchen, I spent most of my time helping the bakery
section of the kitchen where i had to prepare the daily required bread for the morning buffet such as,
white and whole meal bread loaf, soft rolls, croissant, danish pastries, donuts and sesame seed rolls.
While in the butchery department, my duties were preparing the items ordered by the different
kitchens such as deboning chicken leg, cutting chicken chunks, peeling prawns, slicing beef and cleaning
whole chicken for roasting. Besides that, during my time in Cold Kitchen it was my duty to ensure the
items for the cold kitchen buffet line were well stocked as well as helping the regular staff in cutting
fruits or making sandwiches that were required in large amounts for all types of functions and events
held in the hotel. My duties in Kim Ma, Ki No Uma and Carousel were different compared to my duties in
the other kitchen. Since it was a restaurant, it was my duty to help plate cooked food during service time
and to ensure that everything was pre prepared before service in the restaurant began.

My training was not always easy and enjoyable. I experienced many different kinds of challenges and
difficulties while I was at Palace of the Golden Horses. One of the difficulties I had was adapting to my
new work environment. Since the longest I would be placed in one department was 1 week, every time I
changed department I had to learn everything about the new department as soon as possible to not be
a burden in production. Another difficulty i faced was communicating with my fellow coworkers.
Workers in the hotel originated from all over Malaysia some of them Chinese, Indian, natives of Sabah
and Sarawak so they have their own language as well as their own accent when speaking English. I had
to learn on how to communicate effectively with them so that what I wanted to say could be
understood. It was extremely difficult when i was placed in Banquet Kitchen and Besides that it was also
difficult for me to adapt at first to the working environment since it had been awhile since I worked in a
kitchen. I was not used to the working hours required and the amount of work that had to be done.
Even though I was both physically and mentally exhausted at first, I endured my pain and it eventually
disappeared as I got more comfortable with the working environment.

Throughout my training I have come to learn a lot about the hotel’s kitchen operations. I’ve learned
how the chefs manage their staff and resources when it came to events with more than 500 pax. I’ve
also learned a lot about the different types of setting that can be done to make a buffet line more
presentable and efficient. Besides that, I learned a lot about Wedding settings , the type of ingredients
used and the reason and meaning behind having courses separated into appetizer, soup, fish, chicken,
vegetable, rice and finally dessert. Another lesson I learned is how to deal and interact better with my
co-workers. Animosity is something that can’t be avoided when working with a large company but I
learned on how to cope with the different personality of staffs working in the kitchen.

2nd Department: Purchasing Department – Purchasing Department, Cost Control, Receiving

The time i spent in the Purchasing Department has been both interesting and eye opening. During the
week that i spent in the Purchasing Department i was given a lot of duties concerning the requisition of
items ordered by the different department of the hotel. Whenever a new purchase requisition arrived it
was my duty to ensure that it was recorded properly in the department’s log book and to make sure that
the document was signed by the Finance Manager, Purchasing Manager, Senior General Manager and
Resident Manager. I would be sent out on runs to the Financial Department as well as the Front Office
Department to pick up and drop off important documents. Sometimes it was also my duty to issue
checks to visiting companies and search and sort paperwork into files. In the Cost Control Department
my duties include managing and arranging invoices as well as making sure that the invoices were signed
by the correct individual. I also had to key in different types of data into their system such as ENT and
OCT cost, menu costing and inter department transfer costing. Since the Cost Control Department is
located within the Receiving Department whenever i had finished my duties with them I could help out
Receiving Department. My duties during my training period in the Receiving Department were to issue
and ensure that items exiting the store of the department were correct and recorded. It was also my
duty to check the quality of ingredients received from the suppliers and to check if the information on
their invoices was the same as the information on the hotels purchase order. They also allowed me to
key in information on finished purchase orders into the system.

I experienced plenty of difficulties and challenges during my training in this department. One difficulty
would be adjusting from kitchen work to office work. Office work was more laidback and mentally
demanding than kitchen work and it took a while to get used to it. Besides that, having to be very
precise was also another difficulty i experienced in this department. A single mistake when handling and
issuing documents could cause a lot of headaches to not only one department but to all the different
departments in the hotel. That is why all of work had to be checked over and over again to minimize
errors. Moreover another difficulty i faced was time management. Office hours are the same which is 9
am to 6 pm and going to work would result in having to face a congested road. There were a number of
times i nearly came to work late because i did not manage my time properly.

My learning outcome from the time I spent training in this department are aplenty. I learned a lot about
how requisitions are made in the hotel and how tedious and time consuming the process is. Every
requisition had to have clear justification and before the purchase order could be issued the purchase
requisition had to be signed and acknowledged by certain members in the hotel. I also learned not to
trust email and faxing so much. Although convenient it is not advisable to rely 100% on these two
methods instead the safe way would be to follow up the email or fax by giving the person a call and ask
whether he or she received said email or fax. Errors and mistakes can be avoided and kept to a minimal
by doing so. Another learning outcome I learned was on the procedure hotels used to purchase items.
Before my training i always thought that departments in the hotel would order their items on their own.
I was wrong and soon discovered that every purchase had to have a good reason and had to be under
the budget the department received from the hotel. Departments could not simply make purchases as
they like and had to follow a certain set of procedures to ensure that the items they require arrive on
time. Besides that, I learned that every department in the hotel is important and teamwork between
departments is important to have a smooth operation. When one department cuts corners or does
something without following procedure, it would not only affect said department but would also affect
other departments.

Under this internship program, I was given opportunity to be exposed in all major departments of Hotel
which are listed d below: 

Front office department  Food and beverage service department I got the opportunity to work as a
front desk agent in the front office for four months. Then I was transferred to the Food and Beverage
Department where I worked in the Coffee Bar and Palm Lounge and Bistro. My entire experience of the
internship was really abounding as I was able to get insights of the daily and vital operations of the
hotel. It also gave me opportunity to interact with the guests more directly and portrayed a clearer
picture about the professional career in the hotel industry. Through this industrial training also learned
how to identify different shortcomings and challenges during day-to-day operations, and how to deal
with them in an effective and efficient manner. Hence, it was a phenomenal experience that I will
enshrine for the rest of my life. Front Office department was the first department assigned to me and
my other 3 friends by the training manager. On the first day, we were given information about the
department by front office manager and introduced to all. Then, we were given a quick tour to the hotel
rooms by Assistant front office manager, explaining the types of room and its amenities. Learning in this
department was a worth since this department allowed us to learn every details of the day to day
operation. While working in this department, I worked as front desk attendants. In hotel, front desk
attendants also perform the work of receptionist as well as front office cashier

When I first came from the Front Office to the F&B Department I found a swift change in the way the
department operates. I was quite excited and nervous as I was going to a completely different
department and entering a new atmosphere with new faces to work with. Firstly, I was transferred to
Salt ‘N’ Pepper restaurant. Then after a week, I was again transferred to Coffee Bar overlooking Palm
Lounge and Bistro as well. Working in F&B service department demands more physical strength than
mental. I had this opportunity of learning the POS System i.e. Micros. In this department, I learnt how to
make basic hot beverages, to dispense draught beers, punching orders in micros, preparing and settling
bills, handling customers and their complaints and preparing daily reports. Working in this department
made me more confident. The assistant managers and outlet manager were very cooperative and
helpful. They tried their best to put forth in our training so that we could get more exposure and
learning many things as possible. I, mostly worked in morning shifts in this department. Usually, the
morning shifts operates the operation of Coffee Bar and Palm Lounge. Besides these two outlets, I was
lucky enough to work in all the other F&B outlets as well, but as a part-timer. I got a lot of part-time
opportunities. I managed my time to work in other outlets as well and learn about the operations of the
other outlets. Every outlet had its own theme and ambience, and the type of guests coming to dine also
varied. Therefore, I got the opportunity to deal with various types of guests and experience different
service styles and ambience. In that time period I also got the opportunity to get familiar with a lot of
staff. I learned a lot from the experiences they shared and thoroughly enjoyed my final days at the Food
and Beverage Service Department.

To explain my experience in words is very difficult. Though my internship period is for short period of
time, but working in hotel lee grand made it a complete worth. Unlike other hotels, BWH never pushed
their trainees limited to the back of the house doing petty things. Instead they encouraged their trainees
to be in the front to see the operational works as clear as water. In most of the hotel, trainees are rarely
allowed to perform in the daily operations of the hotel. But, in Berjaya Waterfront, trainees are trained
mostly through the method of on the job training. Firstly, they taught us about process and procedure of
the job and allowed us to carry out the tasks under proper supervision. This Hotel is successful in
imparting sense of responsibilities on trainees and encourages them to perform well. We made mistakes
and they taught us through. I get chance to broaden up my knowledge and sharpen my skills through
the interaction with professionals and guests. I had this experience of working in real work environment
with professional experts in a good working environment. This internship also helps to bring best out of
me. It made me more hospitable, hard working, courteous and sincere. Also, it enhances my creative
and tactical abilities to deal with people individually and in mass. They handover the operation of entire
shift to the trainee under the supervision of the managers which made us more confident and
knowledgeable regarding how to run an operation. We faced the guest complaints but we tried to solve
that comes within our understandings. If not, we would seek our supervisor to handle the situations.

In conclusion, I have learned all that I had hoped to learn from my training and then some. This training
had made me more experienced when it came to big functions and weddings. Now if I had to plan my
own function and wedding I would have a rough idea on what to expect and the steps needed to make it
successful. The training also educated me on the inner workings of the hotel. I now know more about
the daily operations of a hotel and learned how each department is important to ensure that operations
run smoothly. If the working system of a department is bad it will affect the hotel as a whole.
Communication is also another important factor when it comes to hotel operation. Communication
between guest and hotel, hotel and supplier and hotel and staff are all important and the higher ups of
the hotel need to ensure that communication is clear and understandable. Besides that, I learned that
companies have to put in effort to keep their staff satisfied because the image of the hotel could be
tarnished if staff’s are unhappy. I have seen how much effort Palace of the Golden Horses put into
ensuring their staffs are satisfied for example, repairing and maintaining staff facilities, promoting
healthy competition amongst staff and rewarding outstanding and hardworking staff.

All in all this internship has really helped me a lot in learning my strengths and weaknesses as well as
what i hope to achieve in the industry in the near future. All of the experiences and knowledge I
received have been eye opening and has made me more determined to be successful in the culinary
industry. However it is regretful to say that there is more for me to learn and I am humbled due to the
fact that there are so many more knowledgeable and skillful out there. I will have to work harder in
order to catch up with those people and stand amongst them. I would recommend anyone interested in
learning more about the hotel industry to go to Palace of the Golden Horses since they try to give their
trainees the necessary knowledge required to excel in the industry and the staff are friendly and helpful
people. I have really enjoyed my 3 months training in the hotel.

Problems Faced

Though the staffs were pretty co-operative but they tend to depend on trainees for their works that
created unnecessary pressure or workloads on the trainees. Some staffs tried to do discrimination with
expatriates on the work as well as off the work. This is the first time when we encountered the feeling of
racism and cultural differences. In major departments, there was not enough permanent staff especially
in the F&B department. So, whenever there used to be big events the hotel had to bring in a lot of part-
timers. The part-timers were not much skilled and used to work irresponsibly at times. They did not care
about the standards of the hotel and some used to work without sincerity towards the job. Therefore,
the hotel should look towards hiring more permanent staff and bring well qualified part-timers who
have at least basic knowledge of service and hospitality. The issue of part-timers was there in almost
every department. There was very few permanent staff throughout the hotel. So, the hotel should not
only look after saving cost but should hire more permanent staff, as they will be more responsible than
the part-timers and offer better service.

The second and possibly another lucrative part of any hotel operation (s) is the Food & Beverage
department (F&B). The F&B department is the second to most important in my list because they are the
condiments that complement the Sales and Marketing Department. After successfully breaking through
the market and making sales, it is up to the F&B department to satisfy the patrons whether room guests
or conference dwellers and keep them coming back for more. This in turn entices more patrons to
return on a frequent basis, allures more patrons, sets a name for the hotel and increasingly brings forth
more revenue and source of income for the hotel.
The third important part of any hotel operation(s) that completes the seasoning of any business success
is the management team. They compose of a few men/women that communicate through a network
and keeps tab of all hotel operation (s). Through an indepth analysis, I found that though these
men/women get paid higher salaries and make the final decision (s); they actually are not well versed in
the day-to-day operation(s). In addition, they don’t get to see first-hand all the detailed elements that
are needed to be acquired to accomplish a goal. Basically, these management officers only see the
general idea and listen to broad briefings before completing their final decisions. Hence, I put this
department as third because they are an important element in a successful hotel, but are not well
endowed with all the simple day-to-day requirements. As opposing as it may seem, these individuals are
still very much needed because they not only complete the formula in running an acknowledged hotel,
but they are the mediators that keeps the hotel well balanced and in order. The fourth constituent in
hotel operation (s) is the front desk department. They are the second to least important in my list
because they run an all-inclusive operation that keeps the hotel up and running. The front desk
personnel are important for the flow of communication(s) within the hotel and outside of the hotel.

They are the face of the hotel that should always maintain a professional level of courtesy and hence
makes them another important part of the formula to the hotel’s success. In addition, their role is
similar to a hotel connoisseur when one can not be obtained or afforded. Regardless of their role (s)
they are the entrance and exit of any hotel and should always be highly regarded. Ultimately, the last
remaining departments that maintain all other hotel operation(s) are also very important. These
departments range from accounting, purchasing, maintenance/engineering, security, public areas,
laundry, and housekeeping etc. Though they are the least important, they could also be distinguished as
the threshold(s) that cultivate all other aspects of the hotel management.

Despite the fact that in my observation, I reorganized the order of the hotel management, in reality, a
hotel really can not function without all these distinct departments. During my in-depth analysis, I have
efficiently compartmentalized each department duty more concussively. Nevertheless, I have high
regards for each department(s) equally because I was disclosed to almost all the departments and their
duties during the last major venture of my internship.

The flow of communication needs improvement and more expert authorities in the channel airwaves
because everything always seems to be flawed, rumored, or broken. In addition, each department has
its own mind and hence when information is passed through these communication flows, the end result
is always exaggerated information, cracked information, or just leaked from one corner to the other.
This is a problem because it either hinders judgments or confuses the rest of the hotel staffs from
successfully completing their duties. Comparatively, the management is disoriented and misguided
because their job descriptions have been put into the filing cabinet for ‘future’ reviewing. I am not
implying that the management team is neither wrong nor incompetent. This statement basically means
that they have lost track of their original responsibilities. I experienced at first-hand their views on
running each department. Since each department manager is a manager in general, the end result is a
confused employee who doesn’t know which manager to listen to because they (employees) are
sometimes requested to acquire two opposite posts on accomplishing a goal
ATTRACTIONS IN GARHMUKTESHWAR

Ganga Temple

The Ganga Temple is one of the ancient temples in India. Almost 101 steps, extending
down to the Ganga River, are one of the attracting features of the temple. Presently, there are 85
steps out of 101 steps present today. The beauty of the temple is enhanced by the amazing sights
of River Ganga and white stone idol of Lord Brahma.

Mukteshwar Mahadev Temple

This ancient temple is devoted to Lord Shiva, and the temple is one of the must visit
attractions in the city. The temple was built by King Shivi and there is a Shiva lingam inside the
temple, which is said to be built by sage Parshuram

Nahush Koop (Nakka Kuan)

Yajna was performed here by King Nahush. The water in the well is from the Ganga
River. The well and the water of the well is considered sacred.

Meerabai ki Reti

Meerabai ki Reti is one of the sought-after tourist attractions, located opposite to

the Mukteshwar Temple. Legends say that Meerabai used to stay at this sandy stretch and offer
prayers.

Kalpavriksha
 Kalpavriksha is the holy tree, renowned as the ‘Tree of Heaven’. The tree was
planted by Vijaypal Baghel at the Vedant Mandir. The tree is said to fulfill the wishes of the
visitors. Along with this, the tree is also considered pious and contemplates the religious, spiritual,
environmental and medicinal significance. The tree is one of the rare species of holy floras.

Guest Complaints at Hotels

Complaint 1: “There’s no free Wi-Fi in my room?!”

How to handle the situation:

If a customer complains about the fact that they don’t have free internet access from their room, there
is nothing wrong with informing them about any free Wi-Fi that might be available in the restaurant or
lobby area of the establishment, or of the Wi-Fi packages that they can purchase for the duration of
their stay.

If your establishment doesn’t provide any Wi-Fi access, you can provide your guests with a list of nearby
restaurants or coffee shops that do offer Wi-Fi access to their customers.

Complaint 2: “The attitudes and behaviour of your staff are unacceptable.”

How to handle the situation:

Firstly, try to assess the situation from both sides. It would be advisable for you to listen intently to the
customer and to show genuine interest in the matter. You can then assure the guest that you will
document the complaint, investigate it, and take further action if required. Depending on the nature of
the complaint, you may also consider offering the guest some form of compensation for the discomfort
or inconvenience that he or she may have experienced.

Complaint 3: “I cancelled my hotel room booking just before I was supposed to check in. Why can’t I
get my money back?”

The validity of such a complaint will depend on your official policies. Policies regarding booking
cancellations should be made readily available to all clients.
How to handle the situation:

The best way to cover yourself in such a situation is to ensure that your cancellation policies are
explained to clients at the time that they make their bookings. Should a client insist on being reimbursed
for a last-minute cancellation, even if your policies clearly don’t allow this, you could try to negotiate a
compromise by offering a discount voucher for their next stay.

Complaint 4: “That’s not what it says (or looks like) on your website.”

Clients often take the images/photos displayed on websites and brochures as an accurate indication of
what they can expect when they arrive at your establishment. An extreme example of this would be a
situation where your guests see a picture on your website of a sunny beachfront surrounding the hotel,
and become upset (and blame you) when they arrive for their stay and the weather is all cloudy.