BACHELOR OF HOTEL MANAGEMENTIndustrial Training – Internal

BHM 114

Training ReportPresented in partial fulfillment of the requirements of

2nd Year BHMUnder

Manipal University

REGISTRATION NO.

151401482

Welcomgroup Graduate School of Hotel Administration

(A Constituent College of Manipal University)

Manipal – 576 104

2nd Year BHM DegreeIndustrial Training – Internal

Training Report

Name of the Student : Shanil Patel

Course : 30th Course

Registration No. : 151401482

Student’s Signature :

Examiner’s Signature

Date :

CONTENTS.no HEADING Page

no.1 Preface 12 Acknowledgement 23 About IHG 34 Crowne Plaza 4-95 Orientaion process 10-116 Experience 12-147 Teamwork 15-168 Food Outlets 17-209 Personal Views 21

10 Conclusion 22

Preface

Crowne Plaza RohiniTwin District Centre, Sector 10, Rohini, New Delhi, Delhi 110085

Date- June 1st, 2016 – July 15th, 2016

Name- Shanil Patel

This is the day, I was so excited to do work in Crowne Plaza. This was my second working experience in the hotel industry since I started my program of hospitality management.

I knew right away I was going to have an amazing time during my 6 weeks’ internship. On the 1st day of my internship, there was a small orientation where, I met students from different colleges who came to do their training. We filled all the necessary documents, completed all the formalities of the training After this, we met Mr. Diwakar Tiwari (Chief Engineer) he told us, all about the different types of fire extinguishers and how to use it, explained about the evacuation procedure, etc., then he was followed by Mrs. Aarti Agnihotri (H.R. Manager), she divided us into groups and assigned us different departments and told us what time we had to report next day.

Next day, I was supposed to report to banquet at 4 P.M., I came at 3:30 only. My timing was from 4P.M. to 1A.M., they never left me on time. Every day, I was left by 5 or 6. There was no particular timing for coming and going. But I learned a lot that how to make people work, how to operate a dish washer, etc.

After 10 days, I was transferred to Housekeeping Department, there I used to work as a room boy and also worked for 2 days in laundry.

Then I was transferred to Front Office where I worked as a bell boy at concierge, I used to tag luggage and assist guests to their respective rooms. Front Office was the only department where the trainees were departed from their duties at accurate time.

And last but not the least I was transferred to Banquet Kitchen, where I learned to cook in bulk for banquet parties. I used to work in continental sections and at live counters during the event. I used to prepare mis-e-place for soup and used to precook all the pasta. Once the chef offered me to fry Grill 500 pax of fish. That was one of the real work which I realized I did at my training period.

ACKNOWLEDGEMENT

I would like to thanks Mrs. Parvardhavani Gopala Krishnan (principal) and our training manager Mr. Rahul Shedbalkar for giving me the opportunity of doing the training in CROWNE PALAZA Rohini and I would like to thank all my faculties of giving me advice of what to do and how to behave during my training and it helped me a lot. It was great experience and I’ve learned a lot during my training. I want to thank once again to my faculties for teaching us the basic things and techniques in the practical’s which helped me a lot during my training and helped me control pressures during my work in all the departments. I am so proud to study in this institute.

ABOUT IHG

Pan American Airways founder Juan Trippe established the InterContinental brand as a division of PanAm and opened the first hotel in Belém, Brazil in 1946. On August 19, 1981, PanAm sold holding company InterContinental Hotels Corporation (IHC) to UK-based Grand Metropolitan for $500 million. As GrandMet focused its core business and expanded into fast food through the purchase of Burger King, it sold IHC to Japanese-based Saison Group in 1988.In March 1998, Saison Group sold IHC to British brewery Bass, which traces its roots back to 1777, when William Bass established the Bass Brewery in Burton-upon-Trent. In 1988, in reaction to the British government limiting the number of pubs which brewers could directly own, Bass invested in the expansion of its small line of hotels. In 2000, Bass sold its brewing assets (and the rights to the Bass name) to the major Belgian brewer Interbrew for £2.3 billion and changed its name to Six Continents.In 2003, the independent corporation InterContinental Hotels Group (IHG) was created after Six Continents split into two companies: Mitchells & Butlers took control of the restaurant assets and IHG focusing on hotels and soft drinks. IHG retained Britvic, the soft drinks division, until December 2005 when it sold its interest in the company by an initial public offering. In April/May 2014 the company reportedly rejected a $10 billion takeover bid from an unknown suitor, believed to be Starwood.The company worldwide headquarters and Europe offices are in Denham, Buckinghamshire in England. The Americas office is in Dunwoody, Georgia in Greater Atlanta. The Asia, Middle East, and Africa offices are in Singapore. The Greater China offices are in Pudong, Shanghai. In 2006, IHG and Lend Lease Group (Lend Lease US Public Partnerships), joined forces in the Privatization of Army Lodging program. IHG Army Hotels is a division of IHG that manages on-post hotels and lodgings in 39 different locations in the U.S., including Puerto Rico.

CROWNE PLAZA

Crowne Plaza is a chain of full service, upscale hotels catering to business travelers and to the meetings and conventions market. It forms part of the InterContinental Hotels Group family of brands, which include InterContinental Hotels & Resorts and Holiday Inn Hotels & Resorts, and operates in 52 countries with more than 400 hotels, usually located in city centers, resorts, coastal towns or near major airports.Originally branded as "Holiday Inn Crowne Plaza", the first United States Holiday Inn Crowne Plaza Hotel was opened in Rockville, Maryland, in 1983. Within a couple of years, the brand was spun off as an independent chain (still owned at the time by Holiday Inn). The first Crowne Plaza Resort opened in Madeira, Portugal in 1999.

Today, the brand represents 404 hotels globally in 52 countries with 112,317 rooms (as of March 2016) and an expanding 81 hotels in the pipeline. In 1990, the InterContinental Hotels Group purchased the Holiday Inn family; today its portfolio includes the luxury brand InterContinental Hotels & Resorts, the upscale boutique brand Hotel Indigo, the upscale extended stay brand Staybridge Suites, the midscale extended stay brand Candlewood Suites, the midscale, full service brand Holiday Inn Hotels & Resorts, Holiday Inn Club Vacations, EVEN Hotels, HUALUXE Hotels & Resorts, and the midscale limited service brand Holiday Inn Express.

THE CROWNE PLAZA VISION

“Great Hotels Guests Love”

MISSION STATEMET

“To do everything we can to guarantee a ‘wow’ experience for every guest in the hotel so they would love our hotel and keep

coming back.”

5 winning ways

Our Values are Our 5 winning ways:

1. Do the Right Thing We always do what we believe is right and have the courage and conviction to put it into practice, even when it might be easier not to. We are honest and straightforward and see our decisions through.

We keep our promises and we don’t let people down. We seek out the facts and trust our judgment.

We take decisions even when they are difficult.

2. Show We Care We want to be the company that understands people’s needs better than anyone else in our industry. This means being sensitive to others, noticing the things that matter and taking responsibility for getting things right.

We treat people as individuals.

We look and listen for the little things that make a difference.

We use our experience to find new ways to deliver great service.

3. Aim Higher We aim to be acknowledged leaders in our industry, so we have built a team of talented people who have a strong will to achieve. We strive for success and value individuals who are always looking for a better way to do things.

We put our hearts into learning new things. We challenge ourselves and those around us. We always look for ways to improve.

4. Celebrate difference We believe that the knowledge of our people that really brings our brands to life. While other companies may want to impose a rigid, uniform view of the world, we do not. Our global strength comes from celebrating local differences whilst understanding that some things should be kept the same.

We welcome different perspectives and listen to everyone’s ideas.

We are respectful of all cultures and look to learn from others.

We play an active role in the communities in which we operate.

5. Work better together When we work together we are stronger. We are at our best when we collaborate to form a powerful, winning team. We listen to each other and combine our expertise to create a strong, focused and trusted group of people. We work hard to develop excellent working

relationships. We think about what we do and how it might affect

others. We trust and support each other.

Orientation Process

1st June 2015,This is the day; I was waiting for I was so excited to do work in IHG’s Crowne plaza Rohini. I wanted to know about how does a hotel works. I wanted to meet new people. I wanted to know how an employee can become a manager. It requires lots of hard work as well as smart work and I wanted to learn, improve and develop new sets of skills.This was my second working experience in the hotel industry since I started my program of hospitality management. I’ve chosen IHG as my internship company. The main reason I choose this company is because Crowne Plaza Rohini is a new property of IHG which is a business class hotel in the capital.I knew right away I was going to have an amazing time during my 6 weeks’ internship. On the 1st day of internship, there was a small orientation where, I met students from different colleges who came to do their training in IHG’s CROWNE PLAZA. Then we filled all the necessary documents, completed all the formalities

of the training. We met Mrs. Aarti Agnihotri (HR manager of Crowne Plaza Rohini), she told us about hotel in detail, like its rooms, restaurant, safety and security, etc.The first day was like this, my training started on 1st, I was in the banquet service from 2p.m. to 4a.m. My position there was as a back-area person and arranging the whole store for 1week, then I was sent to the specialty restaurant Spice Art there I worked for 3 days in which I spent 1 day in their wine cellar. I have written my experience very generously. Overall it was an amazing experience and I have learnt a lot from this internship and I’m looking forward to use this experience in my future jobs...!!

ORGANISATIONAL CHART

An organizational chart is a diagram is a diagram that sows the structure of an organization and the relationships and relative ranks of its parts and position/jobs. It is very useful to know to whom, and how the chain of command works.

Administrative Level Director/Head of Management

Hotel ManagerExecutive Level Assistant to Hotel Manager

HR ManagerOperational Level Customer Reprentative

Chefs(or cooks)

Hotel’s Supporting Staff

EXPERIENCE

INDUSTRIAL TRAINING: 1 ST JUNE- 15 TH JULY CROWNE PLAZA ROHINI:

1. F&B Service (10 days)2. Housekeeping (15 days) 3. Front Office (10 days)4. Food Production Banquet (10 days)

1. F&B Service

I started my first work experience by working in the banquet service. My first work was to take out the plates and wipe them and arrange them in caddies. There were 10 trainees in total in banquet service and the trainees had to do over time in cases of any events even trainees from other department were also pulled out to do work in service while any event. This type coordination was only possible because of our executive chef who also used to handle the post of F&B Director. Crown plaza had 3 banquets and 3 board rooms

1. Crystal2. Safire3. Emerald

A specialty restaurant Spice art and a bar named Connexion and a coffee shop. From 2nd day, I came at 3p.m., I went to the supervisor and he assigned us the task of removing all the tables from the banquet to the back area and arrange them in banquet again according to supervisor’s instruction. I learned how to attach a dance floor and the stage, how to cover up the sofas and the chairs, setting up live counters, etc.After a week I was sent to the specialty restaurant Spice art where I used to perform evening service. I worked in spice art for just 3 days but learned a lot.

2. HousekeepingThis was the second department in which is started working and it turned out to be one of the most amazing department. I had to work for some more days as the HR was not able to change my department because of the Audit. I also became a part of the audit and I used to work with one of the best housekeeper and he asked me to work with him.

For the first few days me and a group of other trainees were allotted the task of cleaning all the back of the house corridors and lift landing Ares. Then we had to clean the fall ceilings. Then I used to clean guest washrooms in which I had to clean the WC, Bathtub, Vanity counter and finally had to vacuum the whole room.I was also appreciated by the housekeeping manager for finding a dirty plate which was hidden under the bed when I was mopping the guest room floor and was left by the room boy as I couldn’t coup with his speed.

During the audit, I also performed carpet shampoo cleaning and the deep cleaning of each and every audit room. Though the hotel failed in the audit due to some lower revenue generation problems. But all together it was a great experience working in the house keeping.

I also got a chance of performing a double shift as the trainee who was supposed to perform night shift got absent without any prior notice.

3. Front Office Front office was one of the strictest departments as there was a grooming check daily and u had to handle so many guests, escorting them to the banquet halls and to the room.My daily job was to repot at 8a.m. then take bags of all the officials and leave them in their respective cabins, during the day if there were no check inn or check outs, the concierge used to make us stand at the gates to open and close the gates as the guests used to come. But once I surprised the concierge and the duty manger as they were both teaching all other trainees how to create a booking, as a was the only trainee who didn’t went for the education he angrily called me and asked me if I know anything about reservation and I

turned him off as I knew to create a reservation. That day I stood away for the rest of the trainees.

4. Food production BanquetAs my last department was food production and my favorite was so filled with energy and the chefs were also so happy with my energy as I never made any excuses when a chef gave me a task like other trainees But still officially I used to work for continental section in the banquet kitchen during day and at night I used to work at live counters.At the continental section my daily work was to thaw corns, perform mis-en-pla for the baked vegetables and used to boil the pasta for the live counter and grate cheese, make vegetable stock, etc.I was very much appreciated by my chef when once he showed me how to grill an egg battered fish and I had to make 450pax of that fish. According to him I was one of the trainees who worked with presence of mind, I was slower than other trainees but my work was always consistent and very good.

TEAMWORK: Interpersonal and Interdepartmental

1. HousekeepingNo individual department in any hotel can work in isolation. The housekeeping department, is just one of the department in a hotel working towards the satisfaction of the guests, and each department is dependent on others for information and services if its work is to be accomplished effectively. Within the rooms division, housekeeping primarily coordinates with the front-office and maintenance.

With Front office VIPs in house: this information is essential so that the staff can take a little extra

care and keener precautions in cleaning and supervising VIP rooms. Groups in the house: the group rooming list must be provided before the group’s

arrival to the housekeeping as groups tends to move together in terms of arrival, departure, sightseeing tours and meals. Their rooms need to be readied together in view of strict time parameters. Group rooming lists enable the hk department to organize their work and have the group’s room ready on time.

Crews in the house: Sometimes the arrival of a crew and the departure of another crew from the same airline may overlap. In such circumstances, it is important for the allotted rooms to be cleaned within a short period of time. Thus for this there should be a effective coordination between front office and housekeeping.

With F&B Department

The coordination of housekeeping with the restaurants and banquet halls is mainly concerned with the provision of linen and uniforms.

On his/her part the restaurant manager should ensure that the time set for the exchange of linen must be maintained and linen should not be lost or misused.

There should be coordination to maintain minibar in guest rooms. The housekeeping should be well informed about the forthcoming banquet

function in advance so that housekeeping will arrange everything to organize that function.

House keeping may also have to arrange for flower decorations for banquets. The coordination between the two departments becomes particularly

necessary in collection of trays from the guest corridors which are collected from the room, placement of fruit basket in special rooms.

In many hotels housekeeping also looks after pest control in restaurants, kitchens, and stores attached to them. Special cleaning of these areas call for coordination with the housekeeping department.

Both the restaurant and kitchen staff requires clean uniforms on a daily basis, for which too they need to coordinate with housekeeping.

2. Production With F&B Service

Service operates sales in various outlets. It takes the food order and serves it to the guest.

Service acts as a bridge between the guest and the chef and helps to communicate the requests and opinions of the food by providing constant feedback.

For cooking, wines and liquors are required from F&B on daily basis. Service sells the food and markets the chef’s specialty, thereby bringing in

more sales and happy customers. With Housekeeping

Kitchen requires clean uniforms, aprons, and dusters on daily basis, which are provided by housekeeping.

Kitchen also needs to coordinate with housekeeping regarding the pest control and fumigation in the kitchen.

Special uniforms if required for particular functions or theme parties are obtained from housekeeping.

Festive decorations if required in the restaurants or outlets, is again taken care of by housekeeping.

With Front Office Front office communicates the daily arrival list to the kitchen and it helps the

chefs to forecast their production so that the wastage is minimized. The daily arrival list also contains guest history and the chefs come to know if there was any problem with food or service during the guest’s previous stay. Hence, they could make it up this time by exceeding his/her expectation.

The front office circulates VIP lists in the kitchens for any special requests of guests and for the room amenities to be placed in the room.

Sometimes welcome drinks are prepared by the kitchen for some VIPs. Front office also assists guests in making their dining choices and helps in

marketing the restaurants and outlets.

The Connexions Bar

Connexions is one of the best bar of the whole Rohini region.

Operating hours- Hours: 12:00 PM - 1:00 AM

The Mosaic A 24-hour coffee shop with a pastry shop situated within it named

as Dilli. Breakfast, Brunch, Lunch, Dinner, DessertHours: 12:01 AM-11:59 PM

Spice Art

An Indian Cuisine specialty restaurant ranked as top 10 restaurants in New Delhi.

Lunch, DinnerHours: 12:00 PM-3:30 PM

7:00 PM-11:30 PM

CONNEXIONS

Indian Achari Jhinga………………………………………………………………………………` 395

Murgh Tikka Kalimirch……………………………………………………………………`345

Masala Fried Fish……………………………………………………………….…………`345

Masala Ghost Seekh……………………………………………………...………………`345

Tandoori Khumb…………………………………………………………………………`245

Salsa Puchkas……………………………………………………………………………..`195

Asian Chicken Satay……………………………………………………………………………..` 345

Honey Chilli Sesame Tofu ………………………………………………………………`245

Veg Spring Roll……………………………………………………………………………`245

Spice Art Tasting Meat Platter………………………………………………………………………`1395

(Murgh Angara, Machli Tikka, Seekh Kebab)

Tasting Vegetarian Platter ……………………………………………………………….`995

(Kesari Paneer, Tandoori Bhari Hui Dingri, Malai Brocolli)

Tasting Paneer Platter……………………………………………………………………`995

(Kesari Paneer Tikka, Bhunna Paneer, Papad Lipta Paneer)

Twin District Centre, Sector – 10, Rohini, New Delhi – 110085. | T.: +91 11 44884488 Tasting Chat Platter……………………………………………………………………….`425 (Kurkuri Palak Chat, Karari Tikki, Dahi Puchka)

Served With A Selection Of Home Made Condiments (available From 7 Pm Till 11 Pm)

International Cheese And Jalapeno Poppers…………...……………………………………………`245

Tomato And Bellpepper Bruschetta…………………………………………………..`245

Parmesan And Pesto Crisps, …………………………………………………………..`245

Sundried Tomato Dip

Bowl Of Marinated Olives………………….……………………………………………`195

Comfort Pesto Chicken Frankie's…………………………………………………………………`285

Pudina Seekh Roomali Roll……………………………………………………………..`285

Murgh Tikka Chaat ………………………………………………………………………`285

Paneer And Three Pepper Kathi…………………………………………………….….` 285

Potato Wedges……………………………………………………………………….……`195

Twin District Centre, Sector – 10, Rohini, New Delhi – 110085. | T.: +91 11 44884488

Personal Views

According to my experience in the retreat, I believe if one learns in the proper manner in the industry the he or she can through with everything. Initially I thought I would not get an opportunity to do many things which I desired to do. But gradually I got some hands on with it. I like the seniors the wat they observed, training, though I was pretty slow while working but I do my best as per they told me. Gradually my speed increase and I worked faster.I wanted to learn out of the things which I never learned before they put me in. I would have liked to work more if my training period was not short as I could experience each department only for 10 days. Most of the properties do not allow their trainees to work ,I think I’m kind of lucky enough that the people there taught me and then found me responsible enough to let me handle it.

CONCLUSION

This was my second training in my life, I have leant so many things, I got an idea about how this industry works and what all real life situations we have to face. I learnt that we need to have that passion which would make hotel as our second home, otherwise people can’t survive in this field as there is a lot hard work in the startup but the returns are also good enough to play this bet in the future as you gain experience, that’s why patients are a must needed characteristic of a person’s personality so that he could survive in this field.