Professional Documents
Culture Documents
Intership Report
Intership Report
OPERATIONALASPECTS
BY
MUHAMMED NAZVAN N
REGISTER NO : AZAUBTM028
UNDER GUIDANCE OF MR.HAFEES V K
ACKNOWLEDGMENT
SL CONTENT PAGE
NO NUMBER
1 ACKNOWLEDGEMENT 3
2 DECLARATION OF CANDIDATE 4
3 INDUSTRIAL TRAINING SCHEDULE 6
4 INTODUCTION TO BENGALURU 7-8
5 MARRIOTT INTERNATIONAL 9-10
6 COURTYARD AND FAIRFIELD BY 11-12
MARRIOTT
7 ABOUT MARRIOTT BONVOY 17
8 COURTYARD (OUTER RING ROAD) 18-23
9 FRONT OFFICE DEPARTMENT 24-30
10 OBSERVATION OF TRAINEE IN FRONT 30
OFFICE
11 HOUSEKEEPING DEPARTMENT 31-42
12 OBSERVATION OF TRAINEE IN 43
HOUSEKEEPING
13 FOOD PRODUCTION 44-50
15 FOOD AND BEVERAGE SERVICE 52-68
16 OBSERVATION OF TRAINEE IN FOOD AND 69
BEVERAGE SERVICE
17 HUMAN RESOURCE 70-71
18 CONCLUSION 72
19 BIBLIOGRAPHY 73
INDUSTRIALTRAININGSCHEDULE
NO DEPARTMENTS DATE
INTRODUCTION TO BENGALURU
The tourism and hospitality sector is among the top 15 sector in India to attract
the highest foreign direct investment(FDI).According to the date released by
department of industrial policy and promotion(DIPP),the hotel and tourism sector
Tourism has now become a significant industry in India. It is a sun rise industry
an employment generator, a significant source of foreign exchange for the
country. Tourism in India is the third largest foreign exchange earner of the
country after gems, jeweller and readymade garments. The booming tourism
industry has had a cascading effect on the hospitality sector with an increase in
the occupancy rates. The long term outlook for the business continues to be
positive, both for the business and leisure segments with the potential for
economic growth increase in disposable income and the burgeoning middle class.
Bengaluru is the capital of the Indian state of Karnataka. It has a population of
over ten million, making it a megacity and the third-most populous city and fifth-
most populous urban agglomeration in India. Bengaluru is sometimes refered to
as the "Silicon valley of India"(or" IT capital of India") because of its role as the
nation's leading information technology (IT)exporter. Indian technological
organisations ISRO, Infosys, Wipro and HAL are headquartered in the city. A
demographically divers city, Bengaluru is the second fastest-growing major
metropolis in India. Bengaluru has one of the most highly
5 AMAL COLLEGE OF ADVANCED STUDIES
educated workforces in the world. Bangalore is nicknamed the Garden city and
was once pensioner's paradise.
Having evolved gradually from begin the Garden city to the Silicon valley of
India, Bengaluru is the third largest and one of the most liveble cities in India.
Bengaluru is loved for its pleasant weather, beautiful parks and lakes all around
the town. Here are a huge number of beautifully decorated parks in the city that
are ideal for going on a morning stroll or a job. One walk through the 300-acre
cubbon park, or the botanical gardens of lalbagh, and you'll know precisely why
Benguluru is so famously called India's 'Garden city'.
MARRIOTT INTERNATIONAL
Marriott International was formed in 1993 when the Marriott corporation split
into two companies, Marriott International and Host Marriott corporation. In
1995, Marriott was the first hotel company worldwide to offer guests the option
to book reservations online, via the company's implementation of
MARSHA(Marriott's Automatic Reservation System for Hotel
Accommodations).In April 1995 ,Marriott International acquired a 49% interest
in Ritz-Carlton Hotel Company LLC. Marriott International believed that it could
increase sales and profit margins for the Ritz-Carlton, a troubled chain with a
significant number of properties either losing money or barely breaking even. The
cost to Marriott was estimated to have been about $200 million in cash and
assumed debt. The next year, Marriott spent $331 million to take over The Ritz-
Carlton, Atlanta and buy a majority interest in two properties owned by William
Johnson, a real estate developer who had purchased The Ritz-Carlton, Boston in
1983 and expanded his Ritz-Carlton holding over the next twenty years. The Ritz-
Carlton began expansion into the lucrative timeshare market and undertook other
new initiatives made financially possible by the deep pockets of Marriott, which
also lent its own in-house expertise in certain areas. There were other benefits for
Ritz-Carlton flowing from its relationship with Marriott, such as being able to
take advantage of the parent company's reservation system and power. The
partnership was solidified in 1998 when Marriott acquired a majority ownership
of The Ritz-Carlton. Today, there are 91 Ritz-Carlton properties around the
world.
Courtyard by Marriott
In the early years, Courtyard by Marriott hotels were known for their distinctive
architecture, which featured a central courtyard surrounded by guest rooms. This
design allowed for natural light to reach all areas of the hotel, and also provided
a quiet and peaceful atmosphere for guests.
Over the years, the Courtyard brand has continued to evolve and adapt to the
changing needs of travelers. In 2007, the brand underwent a major redesign,
which included updating guest rooms, public spaces, and technology offerings.
The new design featured a more modern and contemporary look and feel, with
bright and bold colors, and a focus on providing guests with a comfortable and
functional space to work and relax.
Over the years, Courtyard by Marriott has continued to evolve and adapt to the
changing needs of travelers. In 2007, the brand underwent a major redesign that
included updating guest rooms, public spaces, and technology offerings. Today,
Courtyard by Marriott hotels offer modern amenities such as free Wi-Fi, 24-hour
fitness centers, and business centers. The brand has also expanded globally, with
hotels in Europe, Asia, and Latin America.
Fairfield by Marriott
Fairfield by Marriott was launched in 1987 as Fairfield Inn by Marriott, with the
first hotel opening in Atlanta, Georgia. Like Courtyard, Fairfield Inn was
designed to cater to the needs of business travelers. However, it
9 AMAL COLLEGE OF ADVANCED STUDIES
was also aimed at leisure travelers who were looking for affordable, comfortable
accommodations.
In the early years, Fairfield Inn was marketed as a "no-frills" hotel brand, offering
basic amenities such as free breakfast and a swimming pool. However, over time,
the brand has evolved to include more modern amenities such as fitness centers,
business centers, and free Wi-Fi. In 2019, the brand underwent a major redesign
that included updating guest rooms and public spaces with a modern, stylish
design.
It was launched as Fairfield Inn by Marriott, with the first hotel opening in
Atlanta, Georgia. Like Courtyard, Fairfield Inn was designed to cater to the needs
of business travelers. However, it was also aimed at leisure travelers who were
looking for affordable, comfortable accommodations.
In the early years, Fairfield Inn was marketed as a "no-frills" hotel brand, offering
basic amenities such as free breakfast and a swimming pool. However, over time,
the brand has evolved to include more modern amenities such as fitness centers,
business centers, and free Wi-Fi. In 2019, the brand underwent a major redesign
that included updating guest rooms and public spaces with a modern, stylish
design.
Today, Fairfield by Marriott has over 1,000 hotels in more than 40 countries and
territories, making it one of the largest hotel brands in the world. The brand
continues to focus on providing guests with a comfortable, affordable, and
convenient experience, whether they are traveling for business or leisure.
Courtyard by Marriott:-
Accommodation:
The hotel has 170 spacious and well-appointed guest rooms, including 8 suites.
Each room is equipped with modern amenities such as flat-screen TVs, high-
speed internet, mini-fridges, tea/coffee makers, and luxurious bedding.
Dining:
The hotel has two dining options: MoMo Cafe and BG's Poolside Bar & Grill.
MoMo Cafe offers an all-day dining experience with a variety
14 AMAL COLLEGE OF ADVANCED STUDIES
of international and local cuisines, while BG's Poolside Bar & Grill serves grilled
specialties and refreshing drinks by the pool.
Other Amenities:
Other amenities at the Courtyard by Marriott Bangalore include a fitness center,
an outdoor pool, a spa, and a business center. The hotel also offers a 24-hour front
desk, concierge services, and laundry facilities.
Nearby Attractions:
The hotel is located near many popular attractions in Bangalore, including the
Eco Space Business Park, Bellandur Lake, and the RMZ Ecoworld tech park. The
hotel also provides easy access to the city's shopping and entertainment districts.
Fairfield by Marriott:-
The Fairfield by Marriott Bangalore is also located on the Outer Ring Road in
Bangalore, India. The hotel is situated in close proximity to many of the city's
major IT parks, as well as a variety of shopping and entertainment destinations.
Accommodation:
The hotel has 148 spacious and modern guest rooms, including 33 suites. Each
room is equipped with amenities such as flat-screen TVs, high-speed internet,
mini-fridges, tea/coffee makers, and plush bedding.
Dining:
The hotel has one dining option, Kava Kitchen & Bar, which offers a range of
international and Indian cuisines in a casual and contemporary setting.
Meeting and Event Spaces:
The hotel has a total of 4 meeting rooms, which can accommodate up to 200
guests in total. All meeting spaces are equipped with modern audiovisual
equipment and high-speed
15
internet access.
AMAL COLLEGE OF ADVANCED STUDIES
Other Amenities:
Other amenities at the Fairfield by Marriott Bangalore include a fitness center, an
outdoor pool, and a business center. The hotel also offers 24-hour front desk
service, concierge services, and laundry facilities.
Nearby Attractions:
The hotel is located near many popular attractions in Bangalore, including the
RMZ Ecospace tech park, the Phoenix Marketcity mall, and the Bannerghatta
National Park. The hotel also provides easy access to other parts of the city via
the Outer Ring Road
LOCATION
Courtyard Bengaluru Outer Ring Road
+91 80-7120 3040
Outer Ring Road, Marathahalli Sarjapur Road, Bellandur, Bengaluru, India,
560103
HOTEL INCLUDE
● Travel Desk
● Restaurant
● Wifi
● Banquet
● Money Exchange
● Parking
● Locker
● Business Centre
● Bar
● Valet
GENERAL MANAGER: SUSHMA KICHAR
MAJOR DEPARTMENTS
● Front Office
● Housekeeping
ALLIED DEPARTMENTS
● Human Resource
18 AMAL COLLEGE OF ADVANCED STUDIES
● Loss Prevention
● Purchase
● Finance
● Engineering
FRONT OFFICE
INTRODUCTION
Front Office is also called the nerve centre of a hotel. It can be defined as a front
of the housing department located around the foyer and the lobby area of a
hospitality property. As this department is located around the foyer area of the
hotel and is visible to the guests, patrons and visitors, they are collectively called
“Front Office”.
it is one of the major operational and revenue producing departments of the hotel
which generates two third of the revenue earned by a hotel from the sale of the
guestrooms. it involve in providing valuable services to the guests during the
entire guest cycle consisting of Pre-arrival, Arrival, Occupancy
and departure.
19 AMAL COLLEGE OF ADVANCED STUDIES
Desk is a very important department in the hotel, making direct contact with
guests. The main function of this department is Reservation, Guest service,
Check-in, Check-out, Telephone, Finance & Cashiering, Foreign
Exchange, Room Assignment, Inquiry etc
There are different parts in the front office of a hotel, which include reception,
Providing services when customers asked, mailing information, concierge, and
Employees who manage with money.
● Reservation
● Reception
● GRC Desk
● Concierge
● Telephone Desk
ABOUT ROOMS
In our hotel we have 336 rooms, 170 in Courtyard and 166 in Fairfield
spacious business rooms, and suites. Rooms which have a city view, or pool.
SHINE SPA
21 AMAL COLLEGE OF ADVANCED STUDIES
Location : 1th Floor
GYM
Time : 24 hours
SWIMMING POOL
It is the process of understanding the job, dividing the job into small components,
grouping responsibilities and authorities among staff, establishing relationships
in the activities and staff for the achievement of common goal.
Headed by front office manager then by assistant front office manager, followed
by supervisor and then by Bell boys, GRA s, Valets.
LEARNING OUTCOMES
● Learned How to Welcome the Guest.
● Learned How to Handle Luggage.
● Learned How to Tag the Baggages.
24 ● Learned How to Serve
AMAL the Welcome
COLLEGE Drinks to
OF ADVANCED Guest.
STUDIES
● Learned How to Make Key cards.
HOUSEKEEPING
Housekeeping is the department that deals essentially with cleanliness and all
ancillary service attached to that. The standard plays an important role in the
reputation of the hotels. One feels comfortable only in the environment which is
clean and well ordered, so cleanliness is important for health foremost also for
wellbeing.
Accommodation in hotels tend to be the largest part of the hotel, it is the most
revenue generating department, the housekeeping department takes care of all
rooms is often largest department in hotels. The rooms in hotels are offered as
accommodation to travellers/guest as individual units of bedroom. Some
interconnected rooms are also made which will be helpful to the guest and
families. Many hotels offer suits to the guest. Hotel offer laundry, dry leaning
facilities for guest clothes, shoe polishing facilities also. Hotel aims to make
environment comfortable and offer specialized service to the guest.
Hotel offer guest the choice of specialty restaurant, coffee shop. The bar also sells
liquors which generate the revenue of the hotel. They are available in banqueting,
meeting and private party facilities. Revenue can be generated from conferencing,
meeting, seminar etc. These days shopping arcade also found in hotels. A health
club is a part of facilities of most
large hotels especially resort hotels this also include swimming pool and spa
facilities. Hotels try to make the ambiance as pleasant as possible by nice colour
scheme, attractive furnishing and a well-kept efficient staff.
25 AMAL COLLEGE OF ADVANCED STUDIES
Housekeeping is the department determines to a large extent whether guests are
happy during stay and in turn mankind they return to the hotel. The fine
accommodation and service are provided to the guest so they are pleased with the
hotel. The guest satisfaction is its primary object and the hygiene factor must
always be present in the hotel. In hotels major part of revenue comes from rooms,
rooms which is not sold on any night losses revenue forever and reason for poor
occupancy can be anything like hygiene factor, cleanliness, lack of modernizing
etc. hence main purpose is to improve whole appeal of the room. A guest spend
more time alone in his room than any other part of the hotel, so he can check up
the cleanliness he wishes to as some of the guest are more health conscious these
days.
He may check up dusting, in-depth cleaning and losses confidence if properly
not done e.g. If drawers are not cleaned he may generally won't feel like putting
his clothes down. Decent room supplies are service like quick laundry and dry
cleaning service shows guest that hotel is considering his comfort and wishes to
please him. not only this from the cleanliness of lobby, public area, restaurant,
cloakrooms, the state and cleanliness of uniform the guest can judge a lot about
hotel. It can be positive or negative judgment we can conclude that housekeeping
department contributes greatly to all guest impression of the hotel.
ABOUTROOMS
Spacious and modem rooms give a nice view of backwaters and city. The rooms
also provide ergonomic work area, tea and coffee makers, 40 inch LED, wireless
Internet, direct-dial phones with voice mail and many more features to the guests.
There is an iPod dock to connect any multimedia in room safe.
In our hotel we have 336 rooms spacious Deluxe room and suites. All rooms
which have a city view or pool view.
● Standard room
● Deluxe room
● Executive room
● Suite room
● Family room
26 ● Connecting room
AMAL COLLEGE OF ADVANCED STUDIES
● Room for handicapped person
● Mini bar
● Slippers
● Mini-refrigerator
● 40 inch LCD TV
● DVD player
● Marble bathroom
● Hair dryer
● Robe
● Slippers
● Alarm Clock
● Iron AND ironing board
● Trouser press
● Room service 24-HOUR
● Bottled water complimentary
● Coffee maker/tea service
● Instant hot water
● Mini-bar
● Mini-refrigerator
Executive lounge access, Guest room, 1 King, City view
NOON SHIFT
33 AMAL COLLEGE OF ADVANCED STUDIES
They will provide the evening service to the guest. Attend the guest request at
evening.
NIGHT SHIFT
The night shift staff provide guest request at the night time. And make the night
check out room for the morning arrival. And gave the guest laundry at the
morning.
CLEANING AGENTS
● Taski R1: Bathroom cleaner cum Sanitizer
● Taski R2: Hygienic Hard Surface Cleaner (All-purpose cleaning agents)
● Taski R3: Glass and Mirror Cleaner
● Taski R4: Furniture Polish
● Taski R5: Air Freshener
● Taski R6: Toilet Bowl Cleaner
● Taski R7: Floor Cleaner (For removal of oil and grease)
● Taski R9: Bathroom and Fittings Cleaner
EQUIPMENT USED FOR CLEANING
Vacuum Cleaner
Wet Vacuums
Squeezers Mops
Rotary Floor Machines
TIME: 24HRS
1. Collecting Soiled Linen.
2. Transport Soiled Linen to Laundry department.
3. Sorting of Linen and Uniforms
4. Washing and Dry cleaning.
5. Drying.
6. Folding of Linen and Uniforms.
LEARNING OUTCOME:
● Learned How to clean the bathroom.
KITCHEN ORGANIZATION
The organization of the hotel and restaurant kitchen depends upon the,
● Size of the operation
● Type of the menu
● Type of the service
EXECUTIVE CHEF
SR.SOUS CHEF
JR.SOUS CHEF
CHEF DE PARTIES
COMMIS I
COMMIS II
APPRENTICES
TRAINEES
In our hotel we have mainly 2 restaurants Feast and Inazia. For this entire
restaurant we have separate kitchen ,and we have main kitchen, bakery and pastry
kitchen, butchery, garde manger and kitchen
MAIN KITCHEN
The main kitchen is located on the Ground level. It is the nerve center of the food
production unit. The main kitchen is further divided into 8 sections, which are ,
● PANTRY KITCHEN
This Section makes the juices and cut fruits for M Café and Room service
● ASIAN KITCHEN
This section makes all the Chinese Dishes for M Café and Banquets
functions
● BANQUET KITCHEN
This section makes the dishes for Banquet function
● GARDE MANGER
All kinds of vegetable preparations done from here only. The vegetables
were also stored in the garden manger in bulk quantity. The salads were
also prepared from this kitchen only different kinds of salads from different
countries are prepared in this kitchen. And Grade Manger also makes the
salads for M Café and Banquet functions And they will Control the Display
settings and vegetable sandwiches
EQUIPMENTS
Different modern equipment's are used in the butchery
● Rotating blade
● Saw
● Mincing machine
● Chopping machine
● Poly vinyl topped tables
● Cutting boards
● Walk in cold rooms
● Choppers
● Sterilized drawers for knives
● Deep freeze
● Plastic and steel containers
OBSERVATION OF TRAINEE IN FOOD PRODUCTION
DEPARTMENT
● We Should Ensure that the Cooking Range and Working table are Clean
and Neat.
● We Should Ensure that the Walk-in is Clean and all the Containers have
Labeled.
● Before Starting the Duty we Should Check the Walk-in and Kitchen
Confirm Whatever item have Backup.
● We Should have to Wear Gloves before Handling the Food with Hands
LEARNING OUTCOME
● Learned How to make Starters.
● Restaurants
● Bar
● Plunge
45 AMAL COLLEGE OF ADVANCED STUDIES
HIERARCHY
● Location: Bar and Grills BG's is located on the Outer Ring Road in
Bangalore, specifically in Bellandur.
● Cuisine: The restaurant serves a mix of Indian, Chinese, and Continental
cuisine.
● Ambience: Bar and Grills BG's has a casual and relaxed atmosphere with
indoor as well as outdoor seating options.
● Menu: The restaurant offers a wide range of dishes including soups, salads,
starters, main course dishes, and desserts. They also have a bar menu with
a selection of cocktails, mocktails, beer, and wine.
● Specialties: Some of the popular dishes at Bar and Grills BG's include
tandoori chicken, butter chicken, biryani, noodles, pizzas, and burgers.
● Price Range: The prices at Bar and Grills BG's are moderate, with most
dishes costing between Rs. 200 to Rs. 500.
● Service: The staff at Bar and Grills BG's is known for their friendly and
efficient service.
● Timings: Bar and Grills BG's is open every day from 12:00 pm to 11:00
pm.
● Reservations: It is recommended to make a reservation at Bar and Grills
BG's, especially during weekends or peak hours.
49 AMAL COLLEGE OF ADVANCED STUDIES
EXECUTIVE LOUNGE
Additional Facilities: Guests staying in the executive rooms and suites also
have access to other facilities of the hotel, including the fitness center,
outdoor pool, and spa.
BANQUETS
● Event Types: The Banquet Halls at Courtyard by Marriott are suitable for
a range of events, including weddings, corporate meetings, conferences,
and social events.
Service: The staff at Courtyard by Marriott is known for their attentive and
personalized service, ensuring that all events run smoothly.
● Parking: The hotel offers ample parking space for guests attending events
at the banquet halls.
The banquet outlet has its own staffs that work in shifts to caterer these functions.
The banquets sales assistants are responsible for managing the banquet
reservation systems in the banquet office.
● 12 Meeting Rooms
Banglore
MEETING ROOMS
The design of meeting rooms is modern and contemporary with ergonomic chair,
absolutely sound proof partition. Meeting Rooms have individual lights, sound
and temperature control with multiple entrance.
● Always ask the guest before clearing the plates if the guest is seated
HUMAN RESOURCE
Human resource factor includes changes in affecting employment relationships.
Management of human resources is known as human resource management. It is
the part of management process, which deals with the management of human
resources. Personnel management is concerned with human problems of an
organization so that individuals can make their maximum contribution to
accomplishment of common goals and at the same time attain social satisfaction.
"Personnel management is that phase of management which deals with the
effective control and use of man power as distinguished from other sources of
power. "Personnel management is a part of the management process which is
primarily concerned with human constituents of an organization." HUMAN
RESOURCE DEPARTMENT
CONCLUSION
This project is prepared on the basis of Sheraton Grand Whitefield. This study is
made of know the different system and procedure of each and every department
used their problem and solutions. Thus it shows that hotel is sum hotel of all the
BIBLIOGRAPHY
ELECTRONIC RESOURCES:
→ www.Marriott.com
→ www.expedia.co.in →
www.chalethotels.com
→ www.karnatakatourism.org
→ www.business-standard.com
→ www.setupmyhotel.com
→ www.google.com