An Internship Report

Submitted To

Office of the Dean

Faculty of Management

Asian Institute of Technology and Management(IMI)

In partial Fulfillment of the requirement to award Bachelor’s Degree

In Hotel Management(BHM)

Submitted By:

Shiva Tuladhar

Registration No.:IMI-208-2015

Asian Institute of Technology and Management

Khumaltar Height,Satdobato

Lalitpur,Nepal

2019
 DECLARATION PAGE

I hereby declare that the work reported in this internship work on Doubletree by Hilton
submitted to the Office of the Dean of IMI University is a record of an original work done
in under the guidance of Mr. Gopal Khadka, Report Supervisor and Mr. Basant P. Joshi,
Head of School of AITM School of Hotel Management. The internship report is done in the
partial fulfillment of the requirements for the degree of Bachelor’s in International Hotel &
Tourism Management (BHM) affiliated to IMI University.

Shiva Tuladhr
June 2020

vii
vii
 RECOMMENDATION LETTER

This is to certify the industrial report writing is based on six months industrial exposure in
Doubletree by Hilton which is prepared and submitted by Shiva Tuladhar has been
approved by the AITM School of Hotel Management. This report is forwarded for
evaluation.

___________________________________

Mr. Gopal Khadka

Report Supervisor

Date:

vii
 APPROVAL SHEET

This is to certify that that industrial report writing based on the six months industrial
training in, Doubletree by Hilton submitted by Mr. Shiva Tuladhar has been forwarded
for further evaluation.

………………….. ....…………………
…………………….

Mr. Basanta P. Joshi Mr. Gopal Khadka External

Head of School Supervisor

vii
 ACKNOWLEDGEMENTS

th
After the completion of 7 semester, it compulsion for all the students to do the
th
internship of six months for the whole 8 semester as per the curriculum. We had
done lots of practical classes in our collage but the internship program is the extend
version of it where we had to deal with guest, theirrequest, complain as well as whole
hospitality service. It is a great want to put in action all the words that we have learnt
from the books and teachers in the collage.

This internship report was successful due to the co-operation and support of a number
of people who have enabled me to gain much more than what the scholastic or
industrial aspects of the internship program could have given.

I am highly indebted to Mr.Basanta Prasad Joshi, Director of Department, Asian

Institute of Technology and Management for his guideance and consatnt
supervision as well as for providing necessary information regarding this internship.I
would also be like to thank my severvisior Mr.Gopal Khadka for helping and
guiding me throughout to complete this report.

I would also like to thank all the Executives, Managers and staffs for being so friendly,
helpful, giving guidelines and information in every phase of our learning period. This
wonderful opportunity for our internship helped us to train better and experience the
real hotel environment which definitely helps us to take one step forward for our
professional life. Therefore, I consider myself very lucky as I was provided with an
opportunity to be a part of it. I am also grateful for having a chance to meet inspiring
hotel personnel and professionals who led me through this internship period.

Lastly, I would to express my special gratitude towards my parents and family for
their absolute financail and moral support on eveything,Also, I would like to thank
my faculities, friend and all those who have helped me directly and indirectly
throughout my intership and prepartion of this report.

vii
 EXECUTIVE SUMMARY

Internship has a vital role in the carrier of hospitality student. Being an intern, I had
fulfilled not only BHM requirement but also learned a lot of the concept which I had
learnt during my perusing BHM program. The main motive of this report is to
recapitulate my internship job and to be familiar with practical aspect of the
theoretical knowledge gained in classroom. This report is about my internship at Pan
th
Pacific Singapore which is located on 7 Raffles Blvd, Singapore Starting from 17
th
April,2019 to 16 October,2019 .This report is the part of my internship project,
required by IMI Switzerland in partial fulfillment for the requirement of BHM
program. During my internship I was able learn practical features of Hotel industry
and obtain a good working experience from professionals.

Internship are temporary positions that allows us to gain practical experience by

working alongside professionals. The main objective of the internship program is to
provide the student a clear picture about their career path to make then understand
about the day-to-day operations in the hotel. It also provides opportunity to apply
knowledge and skills which we have gained in real-life situations and these hand –on
experiences allow making more informed decisions about the future career path.

This study provides brief information about the Pan Pacific hotel and Resort, along
with its facilities and various department analyses. The objectives of this study is to
analyze the different departments of the hotel and understand how reach department
operates, along with the various challenges that occur during the daily operations.
This study also helps to identify the strengths, weakness, threats and opportunities of
the respective Hotel. During the internship, I learned about the various hotel
operations. I have learnt how the hotel function and deal with wide varieties of
customers every day. I have tried to grasps all the detail and working.At the
completion of my internship program, Ireported back to HR, which issued me an
Internship Completion Certificate & Internship Evaluation Form .During the entire
internship period, there were some hindrances in learning. One of the major
hindrances was the short period of time .The time period is not enough to learn about
different departments of Hotel. Hence internship period should be extended more so
that student can get acquainted with the hotel operations properly. Similarly, we faced
communication problems with the staffs in the hotels due to different nationality but
overall experience was good enough.

vii
TABLE OF CONTENTS
DECLARATION PAGE ..............................................................................................i

CERTIFICATE ............................................................................................................ii

RECOMMENDATION LETTER.............................................................................iii

APPROVAL SHEET ..................................................................................................iv

ACKNOWLEDGEMENTS ........................................................................................ v

EXECUTIVE SUMMARY ........................................................................................vi

CHAPTER: INTRODUCTION ................................................................................. 1

1.1 Background of The Study ................................................................................................. 1

1.2 Objective of The Study ..................................................................................................... 2
1.3 Scope of The Study........................................................................................................... 2
1.4 Limitation of The Study .................................................................................................... 3
1.5 Organization of The Study ............................................................................................... 4
CHAPTER: II LITERATURE .................................................................................. 5

2.1 History of Hotel Industry in Global Context ..................................................................... 5

2.2 Hotel Industry in Singapore ............................................................................................. 6
CHAPTER: III .............................................................................................................
9

RESEARCH METHODOLOGY ............................................................................... 9

3.1 Introduction ..................................................................................................................... 9

3.2 Research Design ............................................................................................................... 9
3.3 Sources of Data .............................................................................................................. 10
3.4 Data Collection Method ................................................................................................. 10
CHAPTER: IV ........................................................................................................... 11

DATA PRESENTATION AND ANALYSIS ...........................................................

11

4.1 Background of Pan Pacific .............................................................................................. 11

4.2 Logo of Pan Pacific ......................................................................................................... 11
4.3 Location of Pan Pacific ................................................................................................... 11
4.4 Brief Information About Hotel ....................................................................................... 12

vii
4.5 Vision, Mission and Value .............................................................................................. 12

vii
 4.6 Departmental Analysis ................................................................................................... 13
4.6.1 Housekeeping Department ..................................................................................... 14
4.6.2 Food and Beverage Service Department ................................................................ 15
Organizational Chart of Food and Beverage Department ............................................... 16
4.6.3 Front Office Department......................................................................................... 36
4.6.4 Food Production Department ................................................................................. 38
4.6.5 Other Service and Facilities..................................................................................... 41
4.6.6 SWOT ANALYSIS ...................................................................................................... 42
CHAPTER: V ............................................................................................................. 44

SUMMARY, CONCLUSION AND RECOMMENDATION................................ 44

5.1 Summary ........................................................................................................................ 44

5.2 Conclusion...................................................................................................................... 44
5.3 Recommendation........................................................................................................... 45
BIBLIOGRAPHY ...................................................................................................... 47

APPENDIX ................................................................................................................. 48

viii