REPORT ON

SUMMER INTERNSHIP
CONDUCTED AT

Near Flea Market,Anjuna beach,Anjuna-

Bardez,Goa.

William Dsouza
(X-BBA-1706)

Third Year Bachelor of Business Administration

St.Xavier’s College
Mapusa-Goa
 DECLARATION

I declare that this project is done by Mr. William Dsouza, and is not previously formed the
basis for the award of any degree or diploma or other similar title.

Signature

William Dsouza

Mapusa- Goa.

Dated:
 CERTIFICATE

This is to certify that this project report is a record of work done by Mr.William Dsouza ,
during the period of study under my guidance to the best of my knowledge and that it has not
previously formed the basis of an award of any degree or diploma at the Goa University or
elsewhere.

Signature

Mr.Vernon Desa

(Lecturer & Project Guide)

Department of BBA

Dated:
 ACKNOWLEDGEMENT

My training at Resort Vista Praia was a great opportunity for me to learn and understand how
a specific department works in the hospitality industry. This summer internship training is of
an immense academic record and value. I have taken efforts in this project. However, it
would have not been possible without the kind support and help of many individuals and
organisation.

Firstly, I take pride in thanking my parents for believing in me while completing my training
at the ResortVista Praia.

With all greatfulness, I thank Mr.Babu Govekar ( Resort Manager) and the staff for guiding
and directing me during my training at Resort Vista Praia. It was only through them and a
few more associates in front office department that I was able to gain experience and
knowledge in the hospitality environment.

Lastly, I thank all those I’ve overlooked but have guided and helped me in training me during
my internship program.

EXECUTIVE SUMMARY
Goa is considered a heaven for tourist to come and enjoy their holidays whether domestic or
international and as the years progress the amount of people visiting also increase which
result in increase in revenue for the state. Tourism is considered to bring Goa the largest
revenue as compared to other sectors. Vista Praia is also a new entrant brand considered to be
one of the beautiful tourist accommodating and popular property in Goa.

This report is based on a project carried out for Resort Vista Praia, Anjuna Goa. The report
was compiled after conducting a survey through medium of online links that was send to the
customers who previously resided at Resort Vista Praia.

This project was handed to me by Mr. Babu Govekar, the Resort Manager of Resort Vista
Praia. This project is to find out the level of customer satisfaction although being a cottage
beach resort a different service accommodation and also to find out the factor that motivates
Customers to visit the Resort again.

Industry Profile
Tourism began in the 18th century in Goa when the concept of ‘Carnival’ was introduced to
Goa and was soon indigenized, attracting more and more people to Carnival sites. This
temporary movement of people, although not ‘tourism’ in the strictest sense, gave rise to an
‘accommodation problem’ especially during the peak of November – February season.

Gradually, becoming conscious of the tourism potential of Goa, the establishing of hotels,
motels and restaurants became a profound economic activity in the region, bringing in
additional revenue for the government, increased income for the entrepreneurs, opening new
avenues of employment for highly skilled to unskilled work force in the hotel industry itself
and also for those engaged in several tourism- related peripheral activities. Today a whole
new genre of hotel industry dominates a large segment of the larger tourism industry in Goa
and contributes to the state’s economic prosperity.

As per statistics there has been an increase of 22.98% from 2017-2019 of the amount of
tourists visiting Goa. According to Goa Tourism there were 6895234 domestic and 890459
foreign tourists visited Goa in the year 2019 and expect to have more customers in the year
2020 but due to ongoing pandemic the statistic seem to have a drastic change.

Speaking about beach resorts, the development of the beach as a popular leisure resort from
the mid-19th century was the first manifestation of what is now the global tourist industry.
The first seaside resorts were opened in the 18th century for the aristocracy, who began to
frequent the seaside as well as the then fashionable spa towns, for recreation and health.The
extension of this form of leisure to the middle and working classes began with the
development of the railways in the 1840s; they offered cheap travel to fast-growing resort
towns. India has a long coastline and hence has numerous beaches and resort towns. Beaches
were already a very popular tourist destination for the kings and the masses alike especially
in South India In the recent years, Goa has become a hotspot for beach resorts and hotels.
Goa has numerous beaches and is very near to Mumbai and Pune and not very far from
Bengaluru and Chennai making is a favourite destination for many. Goa is also a very famous
destination for foreign tourists.Goa contributes to 6.80% to national GDP and 10.2% of the
total employment in the country.
 COMPANY PROFILE

Vista Praia beach resort, is a new market entrant in Goa.It comprises of 22 well appointed
cottage rooms . Located on the face of anjuna beach.. Vista Praia is a popular cottage resort
with inflatable swimming pool, Spa, and of course Cottages have their own individual
balcony with a scenic beach view there are several activities for those health freaks who
would like start their day with an exercise or hour of fun. Wi-Fi connectivity is all around
the resort including rooms and public areas for those who likes to remain connected. The
resort offers a A beautiful holiday location, with unique Arabian Sea ambience to relax you
in the silvery sand of your own private beach, Bask in the golden rays of the sun and enjoy
the soothing sound of the waves and a beautiful garden offering peaceful hospitality. All
guest rooms feature stunning panoramic views of the beach.

Location: ground level –coast of Arabian beach

Bed type: large beds

View: sea view

All guest rooms at Resort Vista Praia, Anjuna offer the following amenities:

• Air conditioning with individual control

• 32' LCD television

• Wireless High Speed Internet Access

• Phone lines

• In-room safe
• Mini-bar

• Tea and coffee maker

• Hair dryer

• Iron and ironing board on request

Resort services:

• Inflatable Swimming pool

• Restaurant

• Room service

• Snooker

• Water sport

Pets

• Pets are not allowed.

Activities

• Happy hour Additional charge

• Bicycle rental (additional charge)

• Travelling tours

• Fishing gear

Food & Drink

• Bottle of water Additional charge

• Kids' meals Additional charge

• Bar

• Restaurant

Internet

• Wi-Fi is available in all areas and is free of charge.

Parking

• Free private parking is available at a location nearby (reservation is not needed).

Pool and Spa

• Inflatable Swimming pool

• Inflatable Kids' pool

• Spa

Services

• Daily housekeeping

• Lockers

• Fax/Photocopying Additional charge

• Car rental

• Ironing service

• Laundry Additional charge

• 24-hour front desk

• Room service
General

• Designated smoking area

• Air conditioning

• Safe

• 24 hours Security personnel

• Newspapers Additional charge

• Shuttle services

• Power backup/Generator
 METHODOLOGY

This project provides the information related to the level of customer satisfaction after
enjoying the services of Vista Praia beach resort being a niche market and different from rest
of accommodation places and also gives and understanding of what factor contributes to
customer visit again.

To collection information, use of primary method was done that is a survey.

Survey sample size – 59 respondents both male and female.

Medium of survey – online.( Google forms).

Questionnaire – 20 questions.

LIMITATION
Due to arise in the pandemic crisis that is the novel corona virus it was difficult to interact
with customers face to face keeping in mind the safety of customers. Also due to cancellation
of reservations and customers rushing back to their homes a minimum survey was conducted
with small sample size through basis of whatsapp communication.
 AIM
To strengthen my professional skills, understand functioning of department and increase my
confidence in experiencing hotel industry.

OBJECTIVE
 To study the level of customer satisfaction towards Vista Praia beach resort.
 To identify the different factors that motivates customers to stay at Vista Praia beach
resort.
 DEPARTMENTAL STUDY

The front office personnel are mostly in direct contact with guest throughout their stay. Guest
contact the front desk to book a room; check –in; inquire about hotel services , facilities and
about the village and surrounding areas; and finally to settle bills and check out from the
resort. Apart from this services, the front desk also provides services like handling guest
mails and messages, maintaining guest accounts, paging guests, arranging travel services and
various other services as per the guest’s requirement.

The front office is the contact point between the guest, management, and other departments.
It handles guest’s complaints, dispatches housekeeping and engineering requests, prints and
files reports, receives and answers phone calls and sends and receives faxes. Thus, the front
office personnel perform the following functions:

• Sell hotel rooms to guests.

• Accept advance booking of resort rooms through telephone, fax, e-mail, websites, etc.

• Coordinate guest services like handling of guest mails \ and messages, locating guest
within the resort premises , connecting guest telephone calls, keeping guest’s valuables in
safety deposit lockers, handling of room keys.

• Front office provides its employees opportunity for self –development and generally
managers are groomed from here.

• Communication with every other department flows from front office, as well as,
instruction and directions for services, care and relations with guest also originates from here.

• Handle guest’s demands and complaints.

Front office at Vista Praia is further divided in 2 sections:

1) Reservation & Reception Desk

Reservation deals with giving out all the information to the guest about the rates of the room,
availability of the stay and acceptance of the booking of stay. Reception desk is responsible
for communicating with the guest, giving a warm welcome & providing them with feedback
about anything & everything about the resort & its facilities. They are also responsible for
giving recommendations about the places to visit nearby resort.

2) Concierge &AYS (At Your Service)

Concierge service is responsible for the baggage assistance that is transfer/carrying of

customer luggage from the lobby to their rooms.

AYS is responsible to answer to the needs of guest upon a call. Services like responding to
the request of certain room amenities like shampoo, body lotion, towels etc. and also to assist
in providing necessary information about the travel tours offered and also to arrange eatable
items delivered to the rooms like coffee, tea etc.

Front Office work procedure (Arrival to Departure)

Check-in process (arrivals)

When the guest reaches the resort, they are warmly welcomed and are escorted to the
reception while their luggage is taken out from the transit vehicle (Special Drop vehicle) done
by concierge attendant.

Meanwhile in the lobby the guests are served some cool refreshments (AYS) while the check
in formalities are finalised.

During the process registration form (GRF) is filled and copies of Id proofs are taken
(mandatory for all guest Domestic and international)

Room keys are allotted to the guest.

Guests are escorted to their given rooms by the AYS attendant.

Guests are then made well aware of details of room like bed and balcony etc.

Taken their leave with a positive and pleasant gesture.

Meanwhile the luggage is transferred to the room from the bell desk counter.

Check –out process (departure)

Luggages are transferred to the lobby from the rooms after all the dues payments and bills are
settled.

Feedback form is filled by the guest about the stay in the hotel provided at the front desk.
Luggage is loaded in to the Drop vehicle.

AYS attendant escort the guest to their vehicle.

This is a sub department of front office. It helps in welcoming the guest, luggage drop to the
room during the time of arrival, luggage pickup during the time of departure, booking of taxi,
taking care of guest needs on request, guiding guests with the maps etc.

FUNCTIONS OF CONCIERGE

The associate in-charge of bell desk and along with his staff performs various duties from
here. The various functions performed are:

a) LUGGAGE HANDLING

Luggage handling of the guest is done at various occasions such as arrival, during the
stay and at the time of departure. At the time of arrival when the luggage of the guest is
moved from car/taxi to the lobby and further to the allotted room, the activity is called “up
bell activity”. When the luggage of the guest is moved from room to lobby and to the car/taxi
at the time of departure this activity is called “down bell activity”.

b) Luggage inventory

It is a procedure to keep a track of all guests stored luggage with the bell service. This report
is made periodically by the associates along with the help of bellboys.

Luggage Inventory Sheet

Date No.of pax Room no. In out Sign of the

associate

Important Documents
GUEST REGISTRATION FORM

It is the card which has the details of a guest like full name, contact details, date of birth,
expected date of departure, etc. and it is printed and presented to a guest on arrival and guest
signs on it.

C-FORM

It is the Form which is necessary to be filled by the guest of Foreign Nationality along with
the details of passport, visa, stay etc.

AMENITY VOUCHER

It’s a voucher or a slip which is given by front office to food and beverage service and
housekeeping for placing amenities, e.g. fruit basket, bottle of wines, cakes, flowers,
chocolates etc.

PAID OUT VOUCHER

It’s a voucher which is a document of proof on the basis of which hotel pays for guest
expenses like taxi fares, etc., which is collected later from the guest.

VIP ARRIVAL LIST

It’s a list which mentions of all the future VIP arrival guest details like guest name, date and
time of arrival and departure, guest preferences, etc.

EXPECTED ARRIVAL LIST

It’s a list which mentions of all the future arrival guest details like guest name, date and time
of arrival and departure, guest preferences, etc.

GUEST IN-HOUSE REPORT (occupancy report)

It’s a report which has all the guest details who have checked in like date of arrival and
departure. It helps in tracking guest in case of emergency like terrorist attack, fir explosion
etc.

Findings and analysis

Survey on customer satisfaction
Q.1.What is your gender?

In this survey, a sample size of total 59 respondents was taken to give their response. In the
pie chart above we see that the colour blue indicates male gender with a percentage of 58.6%
and colour red indicates female gender with a percentage of 41.4%.

Q.2.Which age - range do you belong?