Internship on Hotel Industry

INTERNSHIP proclaim SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE DEGREE OF BACHELOR OF BUSINESS institution DONE BY HARIPRASATH M 11BBA0071 IN HOTEL SHEVAROYS PRIVATE LIMITED. UNDER THE charge OF PROF. C. M. MARAN Professor, VIT line of merchandise School SEPTEMBER 2012 CERTIFICATE This is to certify that the Internship story submitted by Hariprasath, Reg. No 11BBA0071 to VIT Business School, VIT University Vellore in authorityial fulfillment of the requirements for the degree of live of Business Administration is a bonafide record of work carried out by him under my supervision.The contents of this thesis, in full or in split have not been submitted in any form to any radical(prenominal) institute or university for the award of any degree or diploma. force Guide Programme Manager Internal inspector External Examiner DECLARATION I, Hariprasath M, Reg. No 11BBA0071, a Bonafide student of the VIT Business School, VIT University, Vellore, hereby hold that t he Internship Report submitted in partial fulfillment of the requirements of the Degree of Bachelor of Business Administration of the VIT University, is my original work. Date Place VELLORE Hariprasath. M ACKNOWLEDGEMENT I would comparable to ex scarper my sincere thanks to Prof.J. Naga Venkata Raguram (Programme Manager), VIT Business School, VIT University, Vellore. I would like to express my sincere gratitude to my company guide, Mr. Umar sheriff, Genearned run averagel. Manager, Hotel Shevaroys. , Yercaud for guiding me passim my summer internship work. His encouragement, metre and effort ar greatly appreciated. I would like to thank my stave guide, Prof. C. M. Maran , Professor, VIT Business School for exclusively his valuable inputs and constant support towards me end-to-end my internship and providing me an opportunity to learn outside the tell expressive style and constantly necessitate me to give my outstrip.It was a truly wonderful learning exist. I would to a fault like to thank my pargonnts for financial support and encouraging me to complete the project. I would to a fault like to thank all the respondents who supplyed their opinions and suggestions and some sentences critical views throughout the internship land tenure which made me constantly update and made myself to undergo a roaring wagon training. Date Place Vellore Hariprasath. M CONTENTS 1. Introduction 06 2. Industry profile 07 3. Company Profile 08 4. Major black securities industryers in hotel industry of Yercaud 11 5.Organizational building of Hotel Shevaroys. 12 6. Several Departments of Shevaroys 13 7. Finance and humankind Resources Department 14 8. Food and beverages surgical incision 15 9. keep division 18 10. merchandise discussion section 20 11. forepart office discussion section 24 12. receive up Analysis 26 13. Recommendations 27 14. Conclusions 28 1. INTRODUCTION Hotel Shevaroys is one of the finest restaurants in the hill station of Yercaud. It scores seventh rank in mathematical operation in comp ard with another(prenominal) the hotels in Yercaud surveyed by a motivateer web commit.Since in the year 1971 in earns good name in the society by providing flavour f ar as headspring as taste. This report provides you the figment Indian hotel industry and a detailed view of hotel Shevaroys. The study report nettles a way to comprehend the structure and functions of the organization in a restaurant. The internship report pacts with the organizational functions and functioning of hotel Shevaroys In this report, I have substructurevass the performance process that is being carried out in the company. The first part of my report shrinks with a detailed organization study.It includes the industry profile, companys profile, companys activities and operations, organizational structure, and so on This section gives a gross(a) information approximately the company and the nature of its functioning. The second part deal s with performance and functioning of various departments such as finance, human resources, aliment for thought and beverages, social movement desk, resident departments sections. In this section, I have given a truncated description towards the sections of functioning. In the third part of my report contains my findings, suggestions and conclusion. 2. INDUSTRY PROFILEThe coat of Indian hotel industry is $20 jillion. Thirty percent of the heavens is organized. An supererogatory 20 international brands argon expected to deal to India in the neighboring two years. Within the sector that is organized, the 5-star hotel segment contributes 58 per cent. After witnessing exceptionally bad years in FY09 and FY10 due to the global economic retardation and terror attacks, the Indian hotel industry appears to be now on a path of slow reco very(prenominal). Foreign tourist arrivals (FTAs) to India surged from 5. 11 m in 2009 to 5. 58 m in 2010, thereby resulting in an increase of 9. 3% Yo-yo.India occupies the sixty-eighth position among the top tourist destinations in the world, according to the change of location and tourism competitiveness report 2011. To encourages the tourism sector, the government in recent times, has taken some measures which pull up stakes benefit the sector. In the general budget for 2011-12, Rs 11. 7 bn for development of tourism infrastructure and promotion of tourism was al laid. This figure is high by Rs 1. 0 bn comp ared what was al regain in the previous year. The Centre and states are likewise on the job(p) out a PPP (Public-Private-Partnership) model to increase hotel capacity.Government of India change magnitude spend on advertising campaigns (including for the campaigns Incredible India and Athithi Devo Bhava Visitors are like God) to honor the rich variety of tourism in India. The ministry granted tourist visa on arrival (T-VoA) for the citizens of tourist destination and undertook various measures, such as stepp ing up vigilance in key cities and at historically all-important(prenominal) tourist sites. The tourism ministry has envisaged a budgetary allocation of Rs 200 billion in the Twelfth Five Year Plan.According to the latest Tourism beam Accounting (TSA) research, released by the World Travel and Tourism Council (WTTC), the demand for travel and tourism in India is expected to grow by 8. 2% among 2010 and 2019. This will posture India at the third position in the world. Indias travel and tourism sector is expected to be the second largest employer in the world. Capital investment in Indias travel and tourism sector is expected to grow at 8. 8% between 2010 and 2019. The report forecasts India to get more capital investment in the travel and tourism sector and is projected to compel the fifth fastest growing business travel estination from 2010 through 2020. 3. COMPANY PROFILE The beginning In the year 1971, Mr. N. Ramasamy Udayar, a freedom fighter and industrial list of Salem bou ght a British Bungalow situated amidst 14 acres of lush green chocolate platformtations and converted it into a thickening house with just 4 entourage and a dainty kitchen to supply to the then rare visitor of Yercaud. universe a strong visionary, he sensed the potential for growth of the tourism industry in Yercaud which inspired him to set path in the elaboration of the property.Consequently, in the year 1972-73, the small guest house blossomed into a hotel with the auxiliary of 8 more inhabit and a restaurant making Hotel Shevaroys the first fully operational hotel on the hills. At the advent of 1979, Mr. Udayar introduced the concept of individual cottages to accommodate the elite and wealthy who sought luxurious accommodation. With the commencement of 11 uniquely designed and tumesce-ap ordered cottages, Hotel Shevaroys set the trend of offering villa name accommodation which became the most sought after and favorable type of sting in Yercaud.By this time, Hotel Sh evaroys was the first to have its own licensed permit room and added more food & beverage outlets to its portfolio. The journey The year 1991 witnessed the succession of the heed by Mr. R. Devadass, the third son of Mr. Ramasamy Udayar. Being a young and bustling graduate in Arts as well as Law, Mr. Devadass spruced up the operation of the entire hotel. This paved way for Hotel Shevaroys to grow leaps and bounds to be the premier hotel of Yercaud today standing with 80 board, 11 cottages, 4 food & beverage outlets, the majestic Lantana convention hall and an in-house supermarket.Stepping Ahead The gradual renewal of the management from Mrs. & Mr. Devadass to Mr. Prabhu Ram and Ms. Swathi Virutha is paving way for yet another era of enviable growth for this wonderful haven of hospitality. As an initial step, the hotel is undergoing a major up gradation of its appeal to get wind out the demands of the new-fangled traveler and provide the ultimate hill resort experience. Super c ommercialise The Shevaroys Super Market, located within the hotel premises, is the ideal place to shop for your periodical requirements and withal grab souvenirs for your family and friends back home.Items native to Yercaud such as coffee, pepper, healthful herbal oils and homemade chocolates are some of our best sellers. Internet & look for Broad band connectivity is available at the look for centre here and enables you to mystify connected even while on vacation The browsing center is also equipped with photo-copying and printing facilities. In addition, an exclusive train ticket booking system is available for your convenience. Bonfire Sitting somewhat a warm fire outdoors is a greater way to socialize and cozy up on a cool night.For those guests whod like to make whoopie this experience, we atomic number 50 ar roll for a bonfire on the lawn (charges apply). An outdoor buffet dinner can also be organized for a group of guests. Plantation Walk Coffee is grown extensively in the Shevaroyan Hills and walking through the plantations is a great way to experience the freshness of the coffee bloom. The plantation Walk, located within the hotel, is a rails that leads its way into the vast coffee plantations and provides a close look at the coffee shrubs, the tall capital oak trees with Pepper vines climbing rough their trunks, various ornamental and medicinal plants.The tall trees and shrubs are home to galore(postnominal) another(prenominal) birds like the bul-bul, myna and sparrows. The squirrels found here are high on caffeine-just saying Childrens Play Park An open childrens play firmament complete with swings, slide and see-saw et al lets your wee ones have their destiny of holiday fun Recreation Room An indoor(a) games facility located at the basement of the Lantana Hall will interest those who would like to fasten themselves in a game of table-tennis, carom, chess or a hangr of other board games Beauty Parlor and Massage RoomHolidaying in a hill station does not have to mean forgoing the ceaseless facial, hair cut or trim. Separate beauticians for gents and ladies are available throughout the day at your religious service. The masseurs are experts in massaging your body to rejuvenate and tad up your tried muscles with a wide assortment of Ayurveda and Swe help massages OBJECTIVES OF HOTEL SHEVAROYS Hotel Shevaroyss objective is to provide the best, comfortable . memorable and luxurious trip to Yercaud. Hotel provides balmy access to an excellent variety of facilities. MISSION STATEMENTTo be acknowledge as one of the best first-class hotels in Yercaud and to constantly give to improve, allowing us to prosper as a business for the benefit of our guests, our employees and our owner. resource The success of any business is contingent on the ability to meet and exceed client expectations. At the Hotel Shevaroys, we are proud of our strong lading to both our guests and our team members. We recognize that the deliv ery of exemplary guest work dependent on a group of caring team members who dowry common goals and a true spirit to serve.Those goals and service spirit are expressed in Our Big Three, which lies at the heart of our hotel mission instruction our hotel is a place where every guest receives100% satisfaction in the service, products and milieu we proudly provide. VALUES It is one of our main values that our guest should enjoy luxurious time in our hotel. SUBSIDARIES The subsidiaries of Hotel Shevaroys are * Malar Mess Pure vegetarian hotel located in Yercaud. * Karupaiah hotel. Spicy non vegetarian hotel in Yercaud. * Shevaroys institute of hotel management, Yercaud. * Hotel Salem Shevaroys. 4.MAJOR PLAYERS OF HOTEL INDUSTRY IN YERCAUD 1. The Regent Hill Side Resort. 2. Grand Palace & Spa. 3. GRT Nature Trails Hotel. 4. The Lake timber Hostel Yercaud. 5. Grange Resort 6. Sterling Resort 7. Classic Cottage 8. jackboot Hill Resort 9. Hills Resort 10. Yercaud International 11. Tamil nadu Tourism Development Corporation. 12. Silver Holiday Cottages 13. Ponkailash Holiday Home 14. Star Holiday Inn 5. organizational STRUCTURE OF HOTEL SHAVEROYS 6. FUNCTIONS OF THE DEPARTMENT The major departments of the restaurant are * Food and beverages department * Service department House keeping * Accounts department * selling department * Front desk (reception) department. The five departments are actively operative with the co-ordination. These five departments come under general coach-and- quadruple Mr. Umar Sheriff. The operational departments of the hotel are * Housekeeping department * Food and beverages department * Front office department The strategic departments of the hotel are * Marketing department * Finance department 7. FINANCE DEPARTMENT * The H. R united finance and human resources departments are managed by Mr. Kailasm with two benefactors graduates. The finance department inclined purchases, sales, and salaries of the employees. * A key area in account ing, accounts payable ensures that all bills are paid on time and all discounts are taken minimizing the costs of the hotel. * Accountants work closely with the acquire department to verify that all invoices to be paid are then invoices of the hotel. * The assistant accountant divides the various functions to be performed so that the workload will be even. * Assistant might be responsible for daily minutes while another works on special projects, budgets, analyses. Shevaroys keeps two ledgers the guest ledger is associated with the guests staying at the hotel while the city ledger contains all other billings. * The accounting department has a person in accounts receivable work with the city ledger so the hotel is able to bill and collect revenues due. Human Resource * The company recruits the employees directly from their own hotel institute and other institutes. * The employees are trained as per the performance appraisal. * The work securities provided to employees specially w omen. * The company provides periodic groceries to the employees from their supermarket. Free medical checkups facilities are provided to the employee 8. FOOD AND BEVERAGES DEPARTMENT * Food and drunkenness Department (F&B) is responsible for maintaining high quality of food and service, food costing, managing restaurants, blocks, etc. * Food and Beverage Service is the service of Food made in the Kitchen and Drinks prepared in the cadence to the Customers (Guest) at the Food & Beverage premises, which can be Restaurants, Bars, Hotels, Airlines, Cruise Ships, Trains, Companies, Schools, Colleges, Hospitals, Prisons, Takeaway, etc * Mr. Raja prakash is the manager of the department. Food and beverages department includes * Bar * Kitchen * Red dragon Resto-bar Duties of Food and Beverages Department * The Food & Beverage department is the largest department on board comprising of various areas working together to cater to our guests food and beverage ask. * From lip-watering mea ls to deliciously lively cocktails. * Entry level positions within this department include waiters, cooks, bar servers, hotel stewards. * attain tables or counters for meals. * Stock the service area with supplies (for ex extensive,coffee, glassware). * Greet customers present menus and jockstrap customers select menu items. Inform customers about(predicate) daily specials. * Record orders and place them with the kitchen and bar. * Pick up and serve orders. * Check that customers are enjoying their meals and correct any problems. * Suggest and serve desserts and beverages. * Clean and reset tables. Bar * Mr. Neelakandan manages the bar. * Mr. Shakhi is the assistant manager of the bar. * The bar timings from 11am to 10 pm. * Local liquors are supplied. * Chicken and veg items are provided as side dish. * Liquors include 14. 5% valuatees extra and service charges. Kitchen * Here kitchen is retained in good hygienic conditions. Mr. Rajaappa is the chief chef of the hotel. * The kitchen of Shveroys divided into Chinese and Chettinadu styles. * Kitchen consists of dish wash as sub department. * Over 20 chefs are working in a team in the kitchen. * Chefs in the hotel are well trained as well as experienced. * Shevaroys has repeated customer for its peppery food. * The kitchen is vast spacious with modern cooking articles. Resto-bar A restobar is a pub, bar, and mini club all combined into one building. Including the huge couches and a small dancing floor. * In Shveroys resto-bar is named as Red Dragon. In this bar foreign liquors are served. * set of the liquors includes all the taxes. * The bar fully air conditioned. * It opens at 10. 30 in the morning and at 12. 30 at night. * The bar has more local customers than tourists. * The bar is decorated with mirrors, wooden handicrafts. * The bar is also maintained in hygienic conditions. * Waiters are well trained to serve the custom. ORGANISATIONAL CHART OF FOOD AND BEVERAGES DEPARTMENT 9. HOUSE KEEPING DEPAR TMENT * Housekeeping is the department that deals essentially with cleanliness and all ancillary service attached to that. The customer feels comfortable only in the surroundings which is clean and well ordered, so cleanliness is important for health foremost also for well-being. * Accommodation in hotels tend to be the largest part of the hotel, it is the most revenue generating department, the housekeeping department takes disquiet of all inhabit is often largest department in Shevaroys. * The rooms in hotels are offered as accommodation to travelers/ guest as individual units of bedroom. * 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. * Shevaroys make the ambiance as pleasant as possible by nice colour scheme, agreeable furnishing and a well-kept efficient staff. * The fine accommodation and service are provided to the guest so they are pleas ed with the hotel. * The guest satisfaction is its simple object and the hygiene factor is always being present in the hotel. * The manager of housekeeping department is Mr. Raman a postgraduate is hotel management. * The department includes linen paper department, Mr.Govindarajan manages the linen department * The linen department is the Centre stage for the supporting role that the Housekeeping Department plays in the hotel. Most linen rooms are centralized and act as a storage point and distribution center for clean linen. * Over 25 employees are working in housekeeping department of Shevaroys. ORGANISATIONAL CHART OF HOUSEKEEPING DEPRARTMENT severalise *1 Standard, Bougain, Old archit villas *2 Cottage, Dalia, New archit, rooms 10. Marketing department Marketing fluff The hotel Shevaroyss is integrating all elements of marketing mix successfully. furtherance The basic way of promoting the hotel is by phone calls and then the in-person showdown by the marketing staff, add ed to that they value customers comments too and its very important for promoting hotel. * Marketing staffs public relative is very strong they meet the corporate people on a very friendly way. * Public relation in local market will remain an important element in them marketing mix presenting the hotel as a supportive member of the communicating and participating in significant local events. * For advertisement they publish broachers, and if there any new packages comes then they make it in broacher, Buffet packages etc. Words of mouth are very important for promoting any hotel but for this the hotel staff needs to be very punctual and good, added to that their operate need to be very quick. * Primary focus will remain on mass communication with via print ads in trade publications and on the internet. * Direct mails campaigns to existing likely client will increase as a cost impressive meaning of target campaigning Product * Hotels products are its rooms and function and better the room and services will behigher the reputation of the hotel and the quality of product. High quality services accompanied by exemplary personal service, differentiated from competition quality with an overall brand strategy, has proven to be the successful approach, generating high level of repeat business. Rooms on that point 73 rooms available for cutomers with 6 types namely * Luxury Villa * Deluxe Villa * orchidaceous plant room * Dahlia room * arise room(deluxe double bedded) * Bougainvilla room (standard four bedded) * Standard double bedded room All of the rooms are calm best place to spend the time. Conference hall * There is a conference hall called Lantana with a capacity of three undred members. * large spacious with wooden flooring. * Food and beverages are supplied as per the request of the customer. Price As Shveroys is a three star hotel price of the rooms are moderate and comfortable to the travelers. * Luxury VillaRs. 5200 * Deluxe VillaRs. 4200 * Orchid roo mRs. 2800 * Dahlia roomRs. 2300 * Rose roomRs. 2011 * Bougainvilla room Rs. 1700 * Standard double bedded roomRs. 1100 * The above quoted tariff is on double occupancy basis and exclusive of taxes. * Luxury & service tax 17. 65% on the published tariff. * Extra person charges Rs. 650 + taxes. Rates are inclusive of complimentary buffet breakfast served at the Silver Oak restaurant. Features * Comprehensive variety of rooms and luxury cottages available at wider range of prices. * Luxury and deluxe villas have individual car parking facilities. * alive(p) room service. * 24 hour travel desk ( including air and trail travel). * sophisticate on call. Marketing plan The marketing plan of Shevaroyss is organize to enable them to achieve the strategic goals we have set for them, in hurt of increasing overall revenue as a result of differentiating theirproducts and services from the competition. Our marketing team of Shevaroys will ensure that the plan is implemented to the best of the ir ability and with the highest levels of efficiency and accuracy. Website Plan Website plan of Shevaroys is already up and cut but needs to be redesigned to give it an updated look and feel, as well as to secure interactively. The content is good but just need a refresher. Website goals of Shevaroys The website needs to be able to do the numbering * land our messaging of high quality, luxury business accommodation. Being able to make reservation online able to make changes online. Sales plan * The sales plan hinges upon our sales strategy, sales process and, prospecting plan. * As long as we follow the plans laid below we should be in good shape. 11. FRONT voice DEPARTMENT The Front Office is the nerve center of a hotel. Members of the front-office staff welcome the guests, carry their luggage, and help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out.In fact, the only direct jot most guests have with hotel employees, other than in the restaurants, is with members of the front-office staff. . The front office functions can be divided into five general areas 1. Reception 2. Bell service 3. Mail and information 4. Concierge 5. Cashiers and night auditors Duties of front office department * The Front Office function of a Hotel is to act as the public display case of the hotel, primarily by greeting hotel patrons and checking in guests. * It also provides assistance to guests during their stay, completes their ccommodation, food and beverage, accounts and receives payment from guests. * Sell guestrooms register guests and design guestrooms * Coordinate guest services * Maintain guest account statements and complete proper financial settlements. * produce and process reservation requests for future overnight accommodations. * It also provides assistance to guests during their stay completes their accommodation, food and beverage accounts and receives paymen t from guests. ORGANISATIONAL CHART OF FRONT OFFICE KEY H. K-House Keeping 12. SWOT ANALYSISStrength * Unique taste. * Financial effectiveness. * Talented employees. * Brand name. * retell customers. * Centre of the hill station. * Good leadership with the locals & travelers. * Sundry types of rooms. Opportunities * Can become no. 1 restaurant in yercaud * Can expand branches all over Tamilnadu. * Can improve the hotel facilities into five star range flunk * Old infrastructure * More competitors * No air condition rooms * No Wi-Fi facilities * No swimming pool * Very few indoor game facilities * Diversity among the workers Threats Lack of picking up of new engine room new hotels will occupy the market. * Fewer travelers during winter season. * Few rooms are filled during week days. * Travelling facility is very scant(p) during rainy season * No other entertainment except site seeing RECOMMENDATIONS * The quality of food must be improved in hotels. * Prices of food must be reaso n able according to their food standard and services. * The hotels should follow new technological trends. * There must be proper marketing and sales promotion for hotel industry. * Hotel should be constructed at comely locations. They must raise their voice and negotiate with government for chalking out vocalise policies for the improvement in hotel and tourism industry. * Parking facilities must have ample space. * Room services should be according to needs of customers. * Attendants must be adequately trained, educated, well behaved and efficient. KEYS TO SUCCESS * Continue to develop ongoing relationships with buy at and new guests. * Continue to develop and implement a strong communications plan in both national and international markets. * Leverage our strength in the local market as a member of the participation by supporting local events. Identify new markets for our services such as University-based target groups. * Continue ongoing staff training and acquirement devel opment to ensure the highest standards ofservice. CONCLUSION This is sure that positive learnings are more than negative learning because internship is an important part of the BBA, it has includes many learnings including these. Confidence of the important learning of the internship because in class room we didnt learn how to talk and conversation with the customers especially in English language so, the internship has given us the chance to do that.Because is something that I learned with the meeting with different types of peoples exclusively for marketing peoples. Through this Internship Training, I have secured a deep practical & theoretical knowledge about the functions of various departments of Shevaroys and I am able to gain various managerial functions and how the employees are trained and how they are benefited in the company learned after this training experience.