A

PROJECT REPORT
ON
HOTEL MANAGEMENT SYSTEM

Bachelor of Hotel Management and Catering Technology

Under the Guidance of: - Submitted by: -

Mr. Yeshwant Singh Gitanshu Taneja

Roll no.

JECRC UNIVERSITY, JAIPUR

August 2021
 

TABLE OF CONTENTS
.

I. INTRODUCTION
II. INDUSTRY PROFILE
III. ORGANISATION STRUCTURE
IV. VARIOUS DEPARTMENTS
 CORE DEPARTMENTS:

1. FRONT OFFICE
2. HOUSEKEEPING
3. FOOD PRODUCTION
4. FOOD & BEVERAGE SERVICE

 ANCILLARY DEPARTMENTS:
 FINANCIAL DEPARTMENT
 HUMAN RESOURCE DEPARTMENT
 PURCHASE & STORE DEPARTMENT
 SALES & MARKETING DEPARTMENT
 ENGINEERING DEPARTMENT
 SECURITY DEPARTMENT

V. CONCLUSIONS
VI. Summary

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 ACKNOWLEDGEMENT

The internship opportunity I have with Spirit Residency is a great chance

for learning and professional development. Therefore, I consider myself
as a very lucky individual as I am provided with an opportunity to be a
part of it.

First of all, I would like to express my gratitude to Mr. Jaswant Singh for
his dedication and support in my project, who took time out to hear and
keep me on the correct path and allowing me to carry out my project.

I express my deepest thanks to Mr. Yeshwant Singh my faculty industrial

guide for taking an extensive part in keeping a track of my progress and my
learning curve and al so for giving necessary advice and guidance. I
choose this moment to acknowledge her contribution gratefully.

I am also thankful to all the team members of Spirit Residency Udaipur

for their full cooperation and help.

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Spirit Residency, Udaipur

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INTRODUCTION
Luxury experience with Spirit Residency, a 3 Star Hotel in Udaipur.
Built in the middle of the historic and vibrant city of Udaipur. One of
the best and known hotel and Restaurant in IT park Udaipur. Spirit
Residency in Udaipur set a level of quality for excellence in the hotel
industry of Udaipur. Not just accommodation and food but Spirit offers
event celebration like birthday party, corporate party and get together,
kitty party, marriage events etc.
With the advantage of perfect location in the heart of
Udaipur and walking distance to the diplomatic enclaves and
touristic spots, the hotel's main building offers 160 spacious
guest rooms with Free Wi-Fi including Business class rooms & suites,
rooftop swimming pool with dramatic view of the surrounding
mountains, Business Class Lounge, fully equipped business centre
and a fitness centre. While the new wing offers 100 premium
category rooms with modern amenities like see-through
bathrooms, rain shower facility, subtle lighting and audio system.
Business class room guests can enjoy a host of exclusive services
such as express check in and check out, breakfast and daily
evening cocktails and canapés in the
Business class lounge, meeting rooms for two hours per day and free
local telephone
calls.
 Complimentary highspeed internet
 Smoking/ Non-smoking rooms
 Sprinklers and smoke detectors in each room
 Wheel chair access/ Room for physically challenged
 Fully independent air-conditioning in all rooms
 Satellite cable TV with international channels
 24 hrs. room service
 Direct dial phone
 Airport transfers.

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According to the British laws a hotel is a place where a “bonafied”
traveller can receive food and shelter provided he is in a position to
for it and is in a fit condition to receive.
Hotels have a very long history, but not as we know today, way back
in the 6th century BC when the first inn in and around the city of
London began to develop. The first catered to travellers and provided
them with a mere roof to stay under. This condition of the inns
prevailed for a long time, until the industrial revolution in England,
which brought about new ideas and progress in the business at inn
keeping. The invention of the steam engine made traveling even
more prominent. Which had to more and more people traveling not
only for business but also for leisure reasons. This lead to the
actual development of the hotel industry as we know it today.
Hotel today not only cater to the basic needs of the guest like food
and shelter provide much more than that, like personalized services
etc.

Hotels today are a “Home away from home”

Map of Spirit Residency, Udaipur

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Located in Udaipur, the hotel is in the heart of city, adjacent to the
Shani Mandir and within walking distance to the major business
houses, diplomatic offices and popular tourist spots.

Spirit Residency
IT Park, Madri Industrial Area,
Udaipur, Rajasthan 313004
http://www.spiritresidency.com/
+919414342750

INDUSTRY PROFILE

HOSPITALITY AND TOURISM INDUSTRY

The Indian hospitality industry has emerged as one of the key
industries driving growth of the services sector in India. It has evolved
into an industry that is sensitive to the desires and needs of people.
The fortunes of the hospitality industry have always been linked to the
prospects of the tourism industry andtourism is the foremost demand
driver of the industry. The Indian hospitality industry has recorded
healthy growth fuelled by robust inflow of foreign tourists as well as
increased tourist movement within the country and it has become one
of the leading players in the global industry. Foreign tourist arrivals
(FTAs) into the country increased steadily from 2002 to 2008. FTAs
dipped in 2009, due to the global economic slowdown; however, the
impact on the Indian industry was much lower than that on the global
counterparts. FTAs are expected to increase in 2020. On the other
hand, domestic tourist movement within the country was the highest
in 2009.

Industry characteristics
Major characteristics of the Indian hospitality industry are:

 High seasonality
The Indian hotel industry normally experiences high demand during
October

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-April, followed which the monsoon months entail low demand.
Usually the December and March quarters bring in 60% of the year’s
turnover for India’s hoteliers. However, this trend is seeing a change
over the recent few years. Hotels have introduced various offerings to
improve performance (occupancy) during the lean months. These
include targeting the conferencing segment and offering lucrative
packages during the lean period.

 Labour intensive

Quality of manpower is important in the hospitality industry. The

industry provides employment to skilled, semi-skilled, and unskilled
labour directly and indirectly. In India, the average employee-to-room
ratio at 1.6 (2008-09), is much higher than that for hotels across the
world. The ratio stands at 1.7 for five-star hotels and at 1.9 and 1.6
for the four-star and three- star categories respectively. Hotel owners
in India tend to “over-spec” their hotels, leading to higher
manpower requirement. With the entry of branded international hotels
in the Indian industry across different categories, Indian hotel
companies need to become more manpower efficient and
reconsider their staffing requirements.

Classification of hotels

The Ministry of Tourism has formulated a voluntary scheme for

classification of operational hotels into different categories, to provide
contemporary standards of facilities and services at hotels. Based on
the approval from the Ministry of Tourism, hotels in India can divided
into two categories:

1.classified hotels
2.unclassified hotels

1.Classified hotels

Hotels are classified based on the number of facilities and services

provided by them. Hotels classified under the Ministry of Tourism
enjoy different kinds of benefits such as tax incentives, interest

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subsidies, and import benefits. Due to lengthy and complex
processes for such classification, a significant portion of the hotels
In India still remain unclassified. The Ministry of Tourism classifies
hotels as follows:

 Star category hotels

 Heritage hotels

 Licensed units

 Star category hotels

Within this category, hotels are classified as five-star deluxe, five-star,

four-star, three-star, two-star and one-star.

 Heritage hotels
These hotels operate from forts, palaces, castles, jungles, river
lodges and heritage buildings. The categories within heritage
classification include heritage grand, heritage classic and heritage
basic.

 Licensed units
Hotels establishments, which have acquired approval license from
the Ministry of Tourism to provide boarding and lodging facilities and
are not classified as heritage or star hotels, fall in this category.
These include government-approved service apartments, timesharing
resorts, and bed and breakfast establishments.

 Branded players

This segment mainly represents the branded budget hotels in the

country, which bridge the gap between expensive luxury hotels and
inexpensive lodges across the country. Budget hotels are reasonably
priced and offer limited luxury and decent services. Increased
demand and healthy occupancy have fuelled growth of budget hotels.
These hotels use various cost control measures to maintain lower

8
average room rates without compromising on service quality. Ginger
Hotels, ITC Fortune, Hometel, and Ibis are some of the popular
budget hotels.

 Other smaller players

These are small hotels, motels and lodges that are spread across the
country. This segment is highly unorganized and low prices are their
unique selling

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Hotel Features

We are committed to 100% guest satisfaction. If you are not satisfied

with something, please let one of our staff know during your stay and
we will make it right or you won’t pay. It’s guaranteed!

Fully equipped health club and recreation centre at the main building
with separate facility for ladies and gens like steam, sauna and
Jacuzzi. Offering various types of rejuvenating massages, centre
also boasts an outdoor swimming pool on the fifth
floor.

 Business centre with full secretarial services

 Locker facility for valuable items
 Wi-Fi internet access around the hotel
 Travel desk (Travel and Tour services)
 Concierge
 Laundry and Valet services
 Restaurants and Bars
 Pastry Shop
 Gift Shops
 Conference and banquet facilities

Meeting facilities and services

We offer perfect solution for your meetings, workshops or

celebrations. The meeting rooms are suitable for hosting
gatherings of all kinds, from political summits to intimate
family reunions to corporate meetings and incentive trips.

 Conference, theatre and class room- style seating arrangements

are available. We provide out door catering as well.

 Adoptable Nepa-Dhuku Banquet Hall and Waterfall garden with the

capacity to accommodate 800 persons.

 Begnas Hall at the new wing with the capacity to

accommodate up to 300 persons

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 Seven separate meeting and conference rooms to accommodate
meetings of 8 to 450 persons

Full conference facilities including audio-visual and secretarial

services 8

ORGANISATION STRUCTURE

Organizing, the process of structuring human and physical resources

in order to accomplish organizational objectives, involves dividing
tasks into j obs, specifying the appropriate department for each job,
deter-mining the optimum number of jobs in each department, and
dele-gating authority within and among departments. One of the most
critical challenges facing lodging managers today is the development
of a responsive organizational structure that is committed to quality.

1. The framework of jobs and departments that make up any

organization must be directed toward achieving the
organization’s objectives. In other words, the structure of a
lodging business must be consistent with its strategy.

2. Managers give structure to a hotel and lodging through job

specialization, organization, and establishment of patterns of
authority and span of control

Hotel Organization chart

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VARIOUS DEPARTMENTS

Here are various departments of a hotel which help in the smooth and
efficient operation of the hotel. First four departments are the core
and important department in the hotel, which are directly responsible
for day to day operations

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The major four departments of hotels are:

1. Housekeeping Department
2. Food and Beverage Service Department
3. Food Production or Kitchen Department
4. Front Office Department

These four departments are the operational departments of the hotel.

But not only operational department but secondary department
also plays a significant role to ensure general administration
of hotel and they are:

1. Sales and marketing

2. Personal and human resources
3. Account and finance
4. Security and engineering
5. Purchase and store

CORE DEPARTMENTS:

House Keeping Department

The housekeeping department is responsible for management of

guest rooms and the cleanliness of all public areas of the hotel. A
close liaison between housekeeping and front office is essential
so that the information about guest- rooms is kept up to date. In
simple words, Housekeeping means up-keeping the house.

Housekeeping department is responsible for the following

 Cleaning and up keeping of hotel rooms
 Cleaning of public areas.
 Laundering of guest linen.
 Issuing and receiving of staffs inform on clean to dirty basis.
 Issuing and collecting of linens from various outlets.

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  Cleaning of banquets, halls and other food and beverage
outlets.
 Placing of various VIPs amenities, etc. in the VIP guest room.
 Co- ordination with the other department of the hotel.
 Maintenance of the gardens.
 Cleanliness and maintenance of swimming pool.
 Implementation of pest control activities in all areas of the hotel

checklists followed in Housekeeping Dept.

Hotel Room

 Fresh Linen (Bed sheet and Duvet cover)

 Fresh Pillow Cover
 Minimum 2 pillow
 Clean Side Table, chair and Table
 Clean Window frame and glass
 Clean Television and telephone
 Clean and Working Kettle
 No stain or smell in the kettle
 Sealed Water bottle
 4 Sugar, 2tea, 2coffee, and 2creamer
 Clean Crockeries(2glass,2cup)
 Clean Beverage Tray and Consumable Tray
 Working Tv and telephone
 Clean Wardrobe
 Clean Back and Under the bed
 Clean Mirror
 Clean Trash Bag
 All Lights and Sockets Working
 No Dust or Cobweb anywhere
 Clean Walls not Stained
 Good Fragrance
 No Pest Found
 No Seepage/crack anywhere

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  Floor Dusted and Moped
 No Loose wires
 Door and Window Door Safe and Locking Properly

Hotel Bathroom

 Clean Faucet
 Clean Washbasin
 Clean Under Washbasin
 Clean WC Seat Cover and Not loose
 Clean WC bowl
 Clean Washbasin Bowl
 No crack in the basin
 \All Pipes Working
 Shower light and Mirror light Working
 Clean Window
 Clean and Working Exhauster Fan
 Fresh Bath Towel 2 Nos(unstained)
 Fresh Hand Towel 1(unstained)
 2 Soap,1Shampoo and 1 moisturiser
 Toiletries Placed Correct
 Clean floor tiles
 Clean Wall tiles
 Clean Transparent bucket and Mug
 No Stains or Cobweb anywhere
 No Seepage or Crack anywhere
 Floor Wiped and Moped
 Clean Bathmat
 Bathroom door and Window Locked properly
 Air Freshener Present
 Clean Water in Pipes

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Housekeeping department possess the never ending tough most
vital job ever to perform in the hotel industry. From the floor to the
ceiling, from the spring of the bed to the hook of the curtain, all the
entire job of housekeeping is performed by the staff.

The term Housekeeping refers to “keeping the house clean

comfortable and safe”. It is regarded as the backbone of all the
lodging industry. Housekeeping is considered the key supporting
department that helps in earning major revenue in hotel. Out of
total revenue earned by the hotel 50% and more is generated from
room alone. It also ensures that the content and amenities of guest
room are maintained at high standard to meet the guest satisfaction.

Usually, Executive housekeeper allocates, supervise and monitor

daily and periodic cleaning, maintaining and redecoration. They are
also responsible for up-keep of the entire area of the hotel except
kitchen, bar, food and beverage, store and pantries.

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To manage housekeeping department following should be
considered:

 Recruit skilled and semi-skilled manpower.

 Design and décor of guest room, bathroom, floor pantries.
 Design and layout of section of housekeeping.
 Selection of proper furnishing.
 Hire temporary staff for managing peak season.
 Plan and organize the work efficiently

Chart of Housekeeping Department

Housekeeping Responsible Area

a. Linen and Uniform Room

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  The current linen and uniform are stored or stocked
for issuing and servicing.

 There are adequate shelves to store the linen and uniform.

 The room should be free from humidity and heat.

 The uniform and linen of every staffs are stored

properly with hanging facilities
.
b. Lost and found

 This section has a small space away from thoroughfare

 This section is very secure, cool and dry with a

cupboard to store all guests’ articles that are lost and may
be claimed later.

c. Linen and uniform store

 This is the store for stocks of new linen and uniform.

 The store stocks maintain should enough to replenish the whole

hotel once over.

d. Control desk

 The main communication centre of the department.

 The nerve centre of the department which co-ordinates

with the front office, room service, engineering, etc

 The room is contained of large notice board including of

schedules of day to day.

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 e. Laundry

 All the guests and staff’s uniform and linen are washed, dried
and ironed.

 The restaurant linens such as table cloth, napkins, mat, etc

are also washed.

 Different chemical are used for different types of stain.

 Even the wiping clothes are provided by laundry

Duties and responsibilities of housekeeping personnel

a. Executive Housekeeper:

The Executive Housekeeper reports to the general manager or the

room’s division manager. He/she is responsible and accountable
for the total cleanliness and aesthetic upkeep of the hotel.
He/she supervises all housekeeping employees, has the authority
to hire or discharge subordinates, plans and assigns work
assignments, informs new employees of property regulation, inspects
completed assignments and requisition supplies.

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.

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 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.

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 b. 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.

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  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.

c. Linen Room Supervisor:

The position of linen room supervisor is also called linen room charge
or head linen keeper. He/she has the overall responsibility
for sorting, marking, collecting, packing, delivering, stocking/sorting
and inventory of linen of entire departments and sections of the
hotel. Under the guidelines and instruction of executive
Housekeeper, he/she has to operate this section by maintaining a
close coordination with the tailor/seamstress, and attendants.
He/she must have the knowledge of laundry works e.g. dry cleaning,
washing, starching, stain treatment and ironing of linen and their
upkeep. The duties and responsibilities of linen room supervisor are
stated as below:

 Be responsible for the entire hotel’s linen and issue linen as per
procedure.

 Send dirty linen to the laundry after checking them piece by

piece.

 Check laundered linen before giving it for ironing.

 Put away linen neatly once it has been washed, ironed and
mended.

 Maintain a register of linen movement and check the linen

regularly

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  Look after the ironing and laundering of guest’s clothes and the
uniforms of the hotel staff.

 Supervise the work of linen attendants and tailors.

 Make suggestions relating to replacement purchases.

 Lead, train and motivate the team to provide service as per the
standards.

 Maintain discipline and conduct performance appraisals of the

personnel under his/her control.

 Execute the pest control schedules for the linen room.

 Coordinate the annual audit of the linen room.

 Coordinate with engineering on matters of maintenance and

safety in the linen room.

 Put restrictions on the misuse of linen by employee by

inspecting their lockers or finding them for misuse.

 Ensure that employee must not wipe spillages with

white linen. They should use dusters specifically provided for
the purpose.

d. Room Maid/Room Boy:

The room maids work is of great importance because it contributes in

a big way to the comfort of guests and hence their impression of the
hotel. Their day consists of servicing each room to the required
standard of the hotel, and this includes making beds, coping with
linen supplies and general cleaning. Generally hotels employ
one room maid per 12-15 rooms. Room maids report to the floor
supervisor. And in small hotel, they may report to the assistant

23
housekeeper directly. The duties and responsibilities of room
maids/room boy are stated as below:

 A room attendant is expected to clean and tidy rooms as per

the sanitary regulations assigned.

 Check for lost and found in departure rooms and

report to the floor supervisor.

 Contact room service to remove used trays.

 Note the VIP rooms in his/her allotted rooms.

 Stock the maids cart with linen and supplies to service the
allotted rooms.

 Clean guest bedrooms/bathrooms hotel standards and

replenish supplies as per the room checklist.

 Count and handover soiled linen to the floor supervisor.

 Maintain a polite, dignified and helpful attitude towards guest

and respect their privacy.

 Check physically the occupancy of rooms for the floor

supervisor’s occupancy report.

 Turn-down beds in the evening service.

 Dispose garbage in prescribed areas.

 Return master keys to the floor supervisor upon completion of

the shift.

 Check all safety systems on a floor and reports any defects.

 Coordinate with security personnel on security matters on the

floor.

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  To deny access of guest rooms to unauthorized hotel personnel
and guests.

e. Housemen:

The houseman has two roles; to support the room attendants with
heavy work and to be the primary cleaner of public areas.
In either case his/her jobs involves heavy physical work
such as vacuuming carpets and corridors, cleaning large
window panes, carrying heavy furniture, garbage clearance,
floor scrubbing, etc. The duties and responsibilities of houseman are
stated as below:

 A houseman is expected to clean carpets.

 Shifts beds, chairs and other heavy furniture.

 Assist in stocking the maids cart with linen and

supplies to service all allotted rooms.

 Assist in counting soiled linen in the floor pantry and

transporting them to the laundry

 Maintain a polite, dignified and helpful attitude towards guests

and respect their privacy.

 Disposed garbage in prescribed areas and segregating the

recycled items.

 Clean the swimming pool deck areas.

 Clean garden paths and such outdoor surfaces.

 Polish all brassware.

 Take down and re-hang curtains as needed.

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  Clean fire-fighting equipment.

 Take on heavy cleaning of areas such as stairs and terraces.

 Wash walls, ceilings and other hard-to reach areas.

 Beat carpets and replace them.

 Hand over lost found articles to the floor supervisors.

Room Supplies

Contents and supply of a room depend upon types of guest such as

business people or general, types of hotel such as motel, hotel, and
resorts. The facility and quality of the room is based upon the class of
hotel. The below given are Spirit Residency Hotel’s basic supplies in
normal guest room but the supplies may vary in high standard rooms
for VIP’s

Cleaning Methods

 Mopping, Washing, Vacuuming, Dusting, Shampooing,

Polishing, Sweeping.

Analysis of the Housekeeping Department

Positive Analysis:

 Honest Staffs

 Hard working Environment.

 Cooperation between the different sections within the

department.

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  The staffs were allocated to different section as per
month basis, so this prevent from arising a conflict between
staffs.

 The staffs were very generous and supportive to the trainees,

due to which I get chance to learn new things.

Negative Analysis:

 Lack of enough staffs

 Discriminating behaviour done by room attendant.

 Inefficient in Communication.

 The power of Union reduces the respect towards superiors.

 Sometimes the conflict arises between the houseman and room

maids due to lack of fresh linens

 There was variation of the rules and regulations among the

staffs of the department

 Disputes between inner staffs

FRONT OFFICE

The main function of the department is:

 To allot the room to the guest, called as check-in.

 To maintain the room records for reservation and allocation.

 To collect the room charges and other miscellaneous charges

for various services used by guest during his/her stay at the
hotel, at the time of departure of guest.

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  To take advance booking for rooms.

 To handle the phone calls of hotel.

Different section of Front office:

Front Desk

I. Reception: this section used for check-in process of the guest.

II. Information: this section is used for providing various

information to in-house guest.

III. Cashier desk: this section is used for checkout process of the
guest.

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IV. Guest relation desk: this section is used for collecting guest
feedback and maintenance of guest history.
V. Bell desk: this section is used for assistance of guest during
check-in and checkout process.

VI. Travel desk: this section is used for assistance of guest for
arranging vehicles for guest movements and for making train/
airplane reservation.

Back Office

I. ·Reservation desk: this section is used for taking booking for

rooms.

II. ·Telephone operator: this section is used for attending all phone
calls land up in the hotel or for providing trunk dial facility to
guest.

III. ·Business centre: this section is used for secretarial job of

guest.

Analysis of the Front Office Department

a. Positive 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.

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 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

Food and Beverage Service Department

Food and beverage department are one of the main service oriented
and crucial department of the hotel. It renders the services of
prepared food items, beverages, and tobacco in a hospitable way
to the customer as per their demand. The food and beverage
department put forward the world class service of food and drink. The
services that food and beverages provide may be a coffee shop,
bars, lounges, specialty restaurants, banqueting, and room service
etc.
The F&B service 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

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I- Inviting guest to return again
C- Creating a warm atmosphere
E- Eye Contact

Outlets of Spirit Residency Hotel

,
a. The Fun Café (TFC)

The fun café is the main restaurant of all. It is located near to the
main building lobby and reception overlooking the waterfall
garden. It serves an exciting selection of 31assorted flavors
from around the world. It has a multi-cuisine service given to any
guests of the hotels and the outsiders too.

The fun café has buffet displays ranging from vegetarian to non-
vegetarian guests. As it serves buffet breakfast, lunch as well as
dinner. Buffet breakfast is served only to the in-house guest. It also
serves the A la Carte menu It has the two sections as the smoking
and non-smoking zone but now the outlet is not divided for the
reason. TFC is the non-smoking zone and outside the restaurant
called the waterfall garden is the smoking zone.

b. Olive Garden (OG)

OG is the multi-cuisine restaurant and Mediterranean restaurant

serving the limited amount of guest, as it is lavish and the amount of
money charged is high here. It provides you with private and
omission of noise. OG targeted on VIP and VVIP guest so it doesn’t
compromise in its price and quality. It offers the food of those
European counties which lies in the coast of the Mediterranean Sea
region such as Italian, Moroccan and Greek, New Zealand, Spanish.

Opening time:

Executive Breakfast is only served at 8:00am to 10:00am.

The duty is generally handover to the staff of room service.

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Restaurant opening time: 8:00pm to 11:00pm

c. Corner Bar

The Corner Bar offers an array of sumptuous snacks, exotic drinks

and cocktails. This place is suitable for a perfect hangout for those
with a busy schedule and is looking 32 for a quality time to unwind in
the evenings. Opening hours: 4:00pm till 11:00pm.
This Outlet features nightly live music.

The corner bar is the only pub that the hotel has in its compound.

d. In Room Dining (IRD)

For the convenience of the guests there is 24 hour in-

room dining is available. It offers a variety of western and
eastern delicate with warm, personalize service. Can make a call
from their room and order for food and beverage and the room
service staffs carry their food and beverage to the guest rooms. The
IRD is responsible for setting fruits and cookies basket for the
floor boy in the H/K department who is responsible to
provide as per in the guest rooms.

e. Service Bar

It is the only bar at the Radisson hotel which is located away from the
guest contact. It is at the inner corner of house where there is no
chance for any guest to get connected with like corner bar or lobby
bar. This bar is responsible for the supply of beverages at
TFC, OG and Room Service. This bar is also responsible
for providing welcome drinks to the in-house guest during their
arrivals.
Opening time: 7:00am to 11:00pm

f. Lobby Bar

The lobby bar is situated near the right side of the new wing lobby. It
has the capacity of 20 covers. Its standard timing is 11:00am to till

32
10:00pm. The menu of the drinks is to be same as per the corner bar
menu. This bar provides happy hours at 5:30 pm to till 7:30 pm.

g. Coffee Shop

It is located in the third floor of the new building which has

spectaculars view of the main building and the city. The coffee shop
features a buffet breakfast for in-house guest and the lunch and the
dinner offering is generally through A la Carte menu. Opening time:
6:30 Am to 10:00 Pm

h. Terrace garden

Terrace garden is located on the fourth floor of the new wing with the
panoramic view of surrounding hills and the mountains. It serves
Soups, Salads, Sandwiches, grilled items between 12:00hrs to
22:00hrs.

i. Pastry Shop

Pastry shop at Radisson is located at the same building as that of the

corner bar. It is at the ground floor of the corner building which is
regardless the best in town for the bite of some exquisite and
delightful pastries. Pastry shop is responsible for serving the
pastries not only for the in-house guest but also for the local sales in
the market, and is visible by everyone. The pastries like doughnuts,
croissant, white bread, brown bread, cakes, and muffins etc.
displayed in the shop are brought from the bakery at the
basement of the new wing building. The pastry shop can be opened
at 8:00am to till 8:00pm.

j. The Club Lounge Plaza

It is mainly targeted to the Radisson club room guest and

VVIP guest. The club lounge is locates on the first floor of the
main building, It is situated at the left hand side of the guest
elevator. The Radisson club lounge offers an executive
breakfast service from 7am to 10am for the club room guest only.

33
Snacks and drinks are served during happy hour in the club lounge
from 5:30pm to 7:00pm. The Club lounge plaza
has the 18 pax sitting capacity.

3. Food Production / Kitchen Department

A kitchen is a well-designed closed area with skilful chefs and all

necessary equipment, tools and utensils liable for preparing food
items as per guest orders followed by standard recipes. It is
a skilled food production team which prepares food items as per the
guest orders. It prepares food according to the menu and there are
two types of menu. They are as follows' A` la carte menu (it is a
choice menu where food and beverages are individually priced)
Table d'hôte (it is a fixed menu where the price of food and
beverages are taken at once)

Stewarding Department:

This is a part of Kitchen Department and Housekeeping Department.

This department controls cleanliness of the hotels by handle washing,
polishing and cleaning of the cutleries and utensils

Food production department is responsible for the actual preparation

of food items and F&B service department systematically serve
food from the kitchen to the customer’s table as per their
choice or order. Food production in catering term simply refers to the
food preparation and control. The kitchen is a place where food is
prepared. In a hotel or in restaurant a special room is used for food
preparation and is known as kitchen. In outside catering it is a place
assigned for food preparation like in trekking, rafting, and etc. The
word “kitchen” comes from French word "cuisine”, which means art of
cooking or food preparation in the kitchen. In modern hotel
management cuisine refers, to the art of cooking and style of service.
Kitchen is the central point of all the hotel and restaurant where food
is prepared. It is also known as the “heart of hotel”. The main purpose
of kitchen is to produce right quantity and quality of food
at the best standard for

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required number of client guest

Organizational Chart of Food Production Department

Job Positions and Responsibilities of Kitchen Staff

35
 a. Chef de cuisine (Executive Chef):

He is a person of authority and responsible for the food production

areas and for the welfare of the department. He is also known as
commander of the kitchen department as he is the key man of the
food production management. The exact description of his/her job
will vary according to the size and type of establishment.
In small operation the term Head Chef may be used to
describe his/her involvement in administrative work and active
culinary duties carried out by the head chef. His/her staff must feel
the weight of his authority and follow the strict discipline. In general,
his/her job includes:

 Administrator in-charge of the kitchen

 Plans the kitchen elegantly and economically

 Organizing department training program to maintain the highest

professional standard

 Recruits the kitchen staff in coordination with management

 Sees the welfare of the kitchen staff

 Supervise and trains his staff

 Plans the menus and coordinates in fixing their prices

 Controls the quality, quantity and the cost of the food

 Checks spoilage and wastage

 Lays down the standards and specification on ingredients

 Takes responsibilities for criticism and correction

 Indemnifies (protect or compensate against penalties) his staff

36
  Co-ordinates with others department of the hotel

 Informs the staff of the management policies

 Develop standard recipes

 Food and beverage meeting

b. Executive sous chef:

 Represents the executive chef in his absence

 Makes the duty roster of the kitchen staff

 Responsible for proper staff rotation and record of absenteeism

 Acts as a liaison between executive chef and the kitchen staff

 Ensures smooth flow of dishes from the kitchen

 Reports to the executive chef

c. Sous chefs 2nd and 3rd:

Literal meaning of ‘sous’ in French language is ‘under’ or second. So,

sous chef is the second in command or deputized for the Executive
chef. He is responsible for the physical aspect of the kitchen
operations, including supervision of the kitchen staffs. In large
catering establishments a number of sous chef are employed, each
having clearly defined areas of authority such as banquet
production, specialty restaurant, fine dining restaurant. In general
sous chefs are responsible for the daily supervision of kitchen and
kitchen operation. His/her duties include:

 Represents the executive sous in his absence

37
  Supervises the work of the kitchen

 Ensures proper presentation and specifications of the dishes

 Responsible for the physical aspects of the kitchen

 Does the requisition for direct purchase items

 Keep records of leave, transfer of kitchen staffs

 Prepare duty roster and circulate to different sections

 Involve in planning and conducting training programs for his

employee.

d. Chef de parties:

Parties in French means ‘part’, or a section. Kitchen department is

divided into sections and a chef de parties is assigned to
each section. Each chef de parties is specialized in their
profession, and they are backbone of the kitchen department. They
are in charge and responsible to the respective sections. They
manage their sections independently and delegate the work to demi-
chef de parties and commis under their supervision. The parties
system or division of labour under the specialized job was
developed by Mr. Escoffier, which still in practice. His/ her duties
include:

 Reports to the executive chef and sous chef

 Responsible for food production and waste in his area

 Trains and supervises personnel in his section

 Assures conformance of all food production to the standard

38
  Controls usage, eliminates wastage with a view to minimize
food cost

 Maintains a high standard of cleanliness in his section

 Co-ordinates with the other section of the kitchen and all

kitchen personnel

e. Commis de cuisine (1st, 2nd and 3rd):

The chef de parties are assisted by commis and assistants. They

follow instructions from their chef de parties and help them in
preparing and cooking dishes. The number of commis may vary with
the volume of work. The first commis are usually capable of taking
out the responsibility of chef de parties in their absences. They have
the knowledge of main dishes and their names in various languages.
They have the ability to use kitchen equipment and good knowledge
of hygiene. Second commis and third commis are young cooks.
His/her duties states as bellows:

 Responsible to all the chefs in the kitchen

 Responsible for the actual preparations of all

food items, their accompaniments etc.

 Prepares the mise-end-place (pre-preparation) of his section

 Keeps his work area neat and orderly at all times

 Advises his supervisor no items in short supply and

picks up the indented items from the stores

 Transferable to any section without advance notice, where

manpower shortage

 Exists

39
  Accountable for the proper care and handling of all
items entrusted to him ingredients, equipment etc.

 Co-ordinates with all kitchen personnel

 1st commis to train and supervise 2nd and 3rd commis whenever
required

 1st commis may represent a chef de parties on his

off days with prior permission

Apprentice (I’ apprentice):

These are the trainees learning the trade. They are

assigned to the different departments under a controlled training
scheme. They learn preparation, cooking and serving the food.
Various Kitchens at Spirit Residency Hotel

a. Main Kitchen

Main Kitchen is responsible for mainly room service and TFC. It

contains Chinese, Continental, Indian and Pantry sections. Each
section is headed by a Chef. They have a very little time to perform
their job given to them. The main kitchen has the highest level of
work performance level. Main kitchen is headed by the Executive
Chef then there is the supervisor and there by the other chefs.
There are four sections under the main kitchen and they are as
follows:

 Pantry Section

It supplies fresh seasonal fruits, peanuts, wafers for the room

services and snacks respectively. It also supplies items like milk,
cheese, butter etc. to other kitchen. All the food items in which
application of heat is not used are made here such as salads,
sandwich etc. so it is also called cold section. Here application
of heat is not used so the risk of food hazard is minimum.

40
  Chinese Section

Chinese section prepares Chinese food item for buffet, Lunch, dinner
and a la carte such as chicken chili, shredded tenderloin, lamb and
chicken, different kinds of noodles, tom yam kie soup etc. It
also responsible for Thai and Indonesian food items which is
available in TFC and Room service menu.

 Continental Section

This Section is responsible for preparing continental food items such

as grilled items, breast, stewed and poached food. Equipment used in
this section:

 Open Fire Ranges

 Bain Marie

 Microwave Oven

 Salamander

 Infrared Heater

 Indian Section

This Section is responsible for preparing Indian Dish as per the KOT
(Kitchen Order Ticket). Indian Section contains following main
equipment’s:

 Ranges

 Tandoor

 Masala Grinder

 Chopping Board and Knife with working table

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 b. Banquet Kitchen

Banquet Kitchen is also very important part of food production

department. This kitchen deals with the bulk production. Here the
food is prepared for the banquet function and ODC (Out Door
Catering). Banquet Kitchen prepares food for the
banquet parties. It is located near banquet halls, so that the food
can be transported easily and safely. As there are big parties or
ceremonies held in the banquet kitchen prepares food items the bulk
quantity from snacks, salads and main courses. In Radisson Hotel,
there is one cold section for preparing salads and the other hot
section for preparing snacks and main course of the function.
The banquet kitchen plays a vital role in generating revenue through
the sales of food in a bulk quantity.

c. Olive Kitchen

The Olive Kitchen is the exclusive outlet of the Radisson. The Olive
Kitchen mainly focuses on a preparation of continental cuisine as the
name suggest. It produces and serves a high quality and
standard continental foods. The Olive Kitchen is just beside the
olive garden. It serves snacks for the guest. It is one of the most
precious outlets of the Radisson, which is totally different from other
outlet.

d. Butchery

The butchery department is located at the basement of

the main building. Butchery also functions under the main
kitchen, but it also prepares mise-end-place for all kitchens. The
butchery is responsible for cutting different types of meat and fish for
different types of food items. The butchery prepares meat and
fish as well as preparing burger mise-end-place and prepares various
packets of processed meat in different plastics weighting 1kg, 2kg,
and 5kg so that it can be used for immediate purposes.

e. Commissary

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The Commissary department is located side by side to the butchery
department. The commissary department is mainly working for the
main kitchen and staff cafeteria. Details checking of the raw
vegetable receive are done at the receiving area with respect to
its quality, quantity and order requisition. Then the raw
vegetables are stored in the cold room at 5degree centigrade
temperature. It daily prepares mise-end-place for main kitchen,
coffee Shop kitchen, and banquet kitchen and so on.

 Cutting of potatoes, French fries, potato lyonnaise etc

 Preparing julienne for Chinese food items

 Required processing of seasonal fruit items like

orange, watermelon, sweet lime etc.

 Mise-end-place for the staff cafeteria.

 Washing the raw vegetables and store in chiller.

f. Coffee Shop Kitchen

The Coffee Shop Kitchen is situated in the new building of the third
floor. In this building this is only one kitchen which is responsible for
preparing breakfast for the new wing guest, room service order are to
be make from this kitchen, Terrace garden menu items are also made
from this kitchen. This kitchen is responsible for preparing food items
for new buildings.

g. Bakery Kitchen

Bakery Kitchen is located on the new wing. This kitchen is

responsible for preparing of all kinds of baking items such as breads,
sponges, cookies, sweet items, dessert, pastries etc. for all food and
beverage outlets. The bakery also prepares cake items as per the
outsiders and birthday cake for

43
staff. Equipment used in the bakery is;

 Bread Rolling Machine

 Dough Mixture

 Divider

 Cooking Chamber

 Hot range

 Proving Chamber

 Walk in Chiller etc.

Analysis of the Food Production Department

Positive Analysis:

 Found Reshuffle system in proper manner.

 Some of the staffs were always there in state of giving us some

knowledge and also sometimes give us chances to prepare
food.

 We were given chance to experience possible sections.

Negative Analysis:

 Standard recipes are not followed. Each staff prepares

the same item in different way.

 The kitchen store was in different floor which made

it difficult to fetch the kitchen items.

 Pick up of food is sometimes too late

44
  A fact should be considered that we people are there to learn to
build our career on the related field so some opportunity to
learn should be provided rather than limiting us on mise-end-
place and store carrying.

ANCILLARY DEPARTMENTS

a. Account and finance

Accounting is responsible for monitoring of all the financial activities

of the hotel. Such accounting activities may include cash receipts and
banking, the processing of payrolls, accumulating, operating data and
the preparation of internal reports and financial statements because
of the importance of financial data and statistics.

b. Personal and human resources

Personal and human resources department is responsible for

the hiring, training, and development of hotel staffs. In addition to
this, this department is responsible for the welfare and, collective
bargaining, and industrial relations. In recent years, this division has
gained in importance because of the need to contend with legislation,
labour shortages, and the growing pressure of competition. Hotels
now days tends to put more effort in training and development
programmers to enhance the technical and conceptual knowledge in
the staff.

c. Purchase and Stores

The hotel is a commercial endeavour, where we purchase raw

materials, give finishing and sell at high prices. As a service industry,
hotel purchases raw materials to support the service procedures.
Purchase department plays an important role while purchasing all
requirement of a hotel. From a sewing kit to a large purchase it is a
job of a purchasing department to facilitate the procedures. Purchase
manager is the in charge of this department. In recent developments,

45
this position is substituted by another position known to be Material
Manager who looks after all purchasing and storing activities.

d. Sales and marketing

Who markets the hotel products is sales and marketing department.

The sales and marketing department is responsible for generating
new business for the hotel. This could be the sales of rooms,
functions, conventions, or even restaurants or bar. It also handles the
advertising of the hotel as well sales promotions and publicity and
often takes on the role of public relation.

e. Engineering Department

They are often responsible for the management of services and

processes that support the core business. They ensure the safety of
all the staff and guests within the boundaries of the establishment,
and they are also responsible for improving energy efficiencies and
reducing operating costs. They protect the integrity of the building
through maintenance of: Building structures (including walls, ceilings
and floors); A/C, heating and cooling plants; water and sewage
facilities; furniture, fixtures and equipment; electricity; alarms; space
management; procurement and so much more. It’s a huge
responsibility for any hotel, and having the right team in place
ensures that things run smoothly.

In some cases, maintenance departments will outsource certain

functions to third-party specialists or experts; however, it is still the
role of the Maintenance Manager to oversee the
operations of third-party suppliers.

Hotels are becoming more eco-friendly and this is being driven by

maintenance departments who are seeking more energy efficient
procedures and equipment, as well as best practices. Because
many of the energy saving resources need to be altered or installed
by maintenance teams, they are coming up with new and innovative
ways to reduce costs and improve efficiencies every year.

f. Security

46
Security is mainly responsible for the safety and security of the hotel
guests, visitors, and hotel employees. This may include patrolling the
hotel premises, monitoring equipment, and in general, ensuring the
security of guest, visitors, employees and their securities.
Engineering is responsible for the maintenance and the operation of
all machinery and equipment (including heating, air-conditioning, and
lighting.) it is also responsible for carrying out all carpentry,
upholstery and a small building, plumbing and other works of a hotel.

Introduction to the Rooms

Room is a place which is sold to the guests either for day purpose or
night purpose where guests find complete privacy, security as
well as comfort. Each hotel has avariety of rooms to satisfy
the need of customer.

A room is any distinguishable space within a structure. Usually, a

room is separated from other spaces or passageways
by interior walls; moreover, it is separated from outdoor areas by
an exterior wall, sometimes with a door.

Likewise Hotel also has variety of room to satisfy the guest.

The hotel has a total of 260 guestrooms and suites in the
main building and 100 operational rooms in the new wing out of
102 rooms

a. Business Class Club Rooms

 There are all together 22 business class club rooms

in the first and second
 floor of the main building.

 High category guest

 Long Stay guest.

47
  Central Reservation

 Embassy

Business class by Radisson features upgraded amenities and

services specially designed with the business traveller in mind. You
will enjoy the

 Upgraded in room amenities: Daily breakfast,1000 bonus

gold points per night, Weekday newspaper delivered to your
room, free pressing of 2 garments, Daily turn down services.

 Additional amenities include: Fruits and cookies in the room,

Happy hour at lounge with hors d’oeuvres, 17:30 hours-19:30

48
 hours, Personalized stationery, And as always, with every
stay at Radisson, enjoy free internet and 100 percent guest
satisfaction.

b. Deluxe Room

 Sofa Cum bed

 Parquet Floor

 Extra blanket and pillow is provided

 Extra third care need to be provided

 Anticipate them as per their need.

49
These rooms include a stylish bathroom, comfortable sofa, flat screen
television, mini bar, beautiful parquet and all of the amenities of a
superior room

c. Deluxe Suite Room

These suits have s contemporary design and feature high ceilings,

large windows and a separate sitting area attached to the master
bedrooms. Room amenities include an extra bathroom, separate
toilet and two televisions. Mirrors and paintings hanging on the wall
provides a blend of modern and traditional Nepalese culture.

d. Superior Room

Rooms are tastefully furnished and provide stunning views

of the surrounding mountains. Those rooms’ features comfortable

50
beds, bedside tables, drop down lights, a 21” television, mini bar,
work desk with chair and large windows that provide plenty of natural
lights. A stunning bathroom is attached to all rooms. Some superior
rooms are designed with parquet floors, while others are beautifully
carpeted.

Room 304 and 306, 404 and 406, 504 and 506, 604 and 606 704 and
706 are with the interconnecting door

Introduction to Fitness Centre

Conveniently located on the 4th floor of the Spirit residency Hotel

Udaipur, the health club boasts of a gymnasium (equipped with the
latest fitness machines from the top manufacturers of the world) ideal
for interval, circuit, strength training and toning. The centre also has
an Aerobic Studio, Steam, Sauna, Jacuzzi rooms and offer various
types of massages for ladies and gentlemen. Facilities also include
luxurious changing rooms with lockers separate for both sexes.

51
The beautiful outdoor swimming pool is located on the 5 th floor. RAD
Fitness Centre is a wonder place to relax, unwind and de-stress from
the rigors of daily life.

Amenities provided in the gents changing room

 Enchanter Perfume Talc Alluring

 Gatsby Hair Cream

 Hair Comb

 Polish Black and brown both

Extension Number

Reception 7

Swimming Pool 1571

Gym 1572

Cardio 1321

Gents changing room 1573

Ladies changing room 1575

Fitness centre office 1503

Hotel guest facilities

a. Steam bath

A steam bath is a steam filled room for the purpose of relaxation and
cleansing. It has a long history, going back to Greek and Roman
times, with various theories why it is beneficial. Many steam rooms
have different oils that create scents that fill the room, which help to

52
relax, alter moods, ease muscle tension, cure and prevent cold and
flu symptoms, combat stress and clear the sinuses.

b. Sauna

A sauna is a small room or building designed as a place to

experience dry or wet heat sessions or an establishment with one or
more of these and auxiliary facilities. Saunas can be divided into two
basic styles; Convectional saunas that warm up the air or infrared
saunas may use various materials in their heating area such as
charcoal, active fibres, and other materials.

c. Jacuzzi

Jacuzzi is the original name in the luxurious hot tubs and spas.

Analysis of the Fitness Centre Department

Positive Analysis:

 Free of tension, receiving the calls, transferring and so on.

 Taking the order and informing the service department,

informing the H/K for the required task. It helps us to
understand the chain of work.

 We were given chance to experience possible sections.

Negative Analysis:

 Limited menu items offered in the swimming pool area.

 Lack of communication between the staff.

 Left over the work to the interns without any supervision

53
 Summary

As far as the learning by observation is concerned, I did learn many

techniques of working in each department just by observing from
seniors and managers. Here’ resume things that I observed and
experienced to learn on work. I was positioned on the different
departments and allow working in hand to hand with the seniors
which was more fruitful than the four years theoretical course that I
gained in the college. So as to summarize, the Spirit residency hotel
is one of the best hotels in Udaipur which offers the exceptional
service to the customer. Yes, I Can is the philosophy that everyone
works for Spirit residency lives by. It’s the attitude we bring to work at.
Positioning in the particular department for the specific periods
doesn’t mean that you won’t be working on others if needed. All the
departments are closely inter-related to each other and working on
each department boost up the confidence and enthusiasm on the
working area.

54
 CONCLUSION
First of all I would like to thank the Hotel General Manager for
allowing and encouraging me to carry out my Internship Training
under his guidance. I also would like to thank all the staff who was
helping me to learn the basics of the industry and importance of team
play to achieve the daily tasks. It was a complete useful experience
working at Hotel Spirit Residency, Udaipur. The friendly Welcoming
staff and the space they have created for a trainee/intern allowed me
with full opportunities to learn and know myself as a worker. This
experience brought out my strength and also the areas I needed
to make up. It added more confidence to my Professional approach
built a stronger positive attitude and taught me how to work in Team
as a player. The primary objective of an internship is to gather a real
life
working experience and put their theoretical knowledge in practice.
This was my first real experience to work in a Hotel property. I was
quiet nervous about it. During my 3 months of training I have
developed a lot of confidence and courage in this industry. My
experience at the hotel was highly educative one. I went to different
departments of the hotel and got a lot of varied experience. I worked
in various departments of the hotel. In all these departments I get to
learn many things which will be helpful for me in my future. I also
learned the values and importance of this industry and experienced
that this is much superior field than most of the other field during my
training. As a human being, I noticed many changes in my attitude. I
am more confident and more likely to do any work now. During my
training, I thoroughly enjoyed the challenges that came along every
single day. I learned that this is just the beginning of the road and I
have to travel a long distance to be a successful person in this field.
But I must say that this experience will prove an objective in my
career in the hotel industry.

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