A STUDY ON ORGANISATION AND ROUTINE WORK OF

COURTYARD BY MARRIOTT KOCHI AIRPORT

SUMMER INTERNSHIP REPORT

Submitted to
RAJAGIRI COLLEGE OF SOCIAL SCIENCES (AUTONOMOUS)
(Affiliated to Mahatma Gandhi University, KOTTAYAM)

In partial fulfillment of the requirement for the award of

MASTERS DEGREE IN BUSINESS ADMINISTRATION
(2018 – 2020)

By:
ANUSHA CHANDRAN
Reg.No: 18210016

RAJAGIRI COLLEGE OF SOCIAL SCIENCES (AUTONOMOUS)

RAJAGIRI P.O.
KALAMASSERY

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DECLARATION

I hereby declare that the report entitled “Organization Study and Routine Work at
Courtyard by Marriott” is a bonafide record of the organization based project study
done by me at Courtyard by Marriott Kochi Airport, Nedumbassery during the period
1 st April 2019 to 31st May 2019 as part of my MBA program at Rajagiri College of
Social Sciences, (Autonomous) Kochi, Kerala.

This study has been undertaken in partial fulfillment of the requirement for the award of
Masters Degree in Business Administration by Mahatma Gandhi University, Kottayam,
Kerala.

I also declare that this report is the result of my sincere effort and has not been submitted
in full or part thereof, to any other university or institution for the award of any degree or
diploma.

PLACE: KOCHI

DATE: 06-06-2019 ANUSHA CHANDRAN

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ACKNOWLEDGEMENT

Gaining real time corporate knowledge at the crucial period of my MBA studies has
helped me a lot to frame my career. At the very outset of this report, I would like to
express my sincere thanks to all the persons who have helped me in the summer
internship. Without their active guidance and encouragement, this would not have been
successful.

First of all, I take this opportunity to extend my sincere gratitude to Dr. Binoy Joseph
Principal, and The Placement Cell of Rajagiri college of Social Sciences, for providing
me the opportunity of practical learning experience at Courtyard by Marriott Kochi
Airport.

I express my profound gratitude to my project guide Dr. Minimol M.C, Assistant

Professor, Rajagiri College of Social Sciences, for her valuable guidance and support
throughout the course of the organisation study.

I also take this opportunity to extend my profound gratitude and indebtedness to my

company guide Mr. Varun Prabath, Finance Controller, Courtyard by Marriott for
providing me the opportunity to work in his team and also for having spared his valuable
time for enabling me to learn all aspects of administration.

I am also indebted to all the Finance team members of Courtyard by Marriott for their
support and cooperation throughout the study. Last but not least, I am thankful to Lord
Almighty and my family members for helping me complete my study successfully.

ANUSHA CHANDRAN

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 CONTENTS

SL.NO TITLE PAGE

NUMBER

1 EXECUTIVE SUMMARY

2 INTRODUCTION

3 INDUSTRY PROFILE

4 COMPANY PROFILE

5 ORGANISATIONAL
STRUCTURE
6 SWOT ANALYSIS

7 ROUTINE WORK REPORT

8 FINDINGS AND
SUGGESTIONS
9 CONCLUSION

10 BIBLIOGRAPHY

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 EXECUTIVE SUMMARY

The title of the project is “A Study of Organization and Routine Work of the Courtyard by
Marriott Kochi Airport. Differentiation is essential, as the presence of a variety of Hotel brands
in Kerala is very large, and hence consumer chooses the hotel brand which fulfils their needs
or offer beyond their expectations. Taking this into account as well as branding, Courtyard
comes under Marriott International which is an internationally sound brand. Marriott has 30
brands with more than 7000 properties in 130 countries and territories around the world. The
brand Courtyard has 13 hotels in India, including Kerala. The organizational study of the
company emphasis on areas including the industry analysis which is hotel industry, the
company analysis which includes the history, the vision and the mission statements, the
products offered, the functional departments and the SWOT analysis. The routine work
involves the daily activities of the Finance Department of the hotel. The study is restricted to a
period of two months and the limitation of data is applicable here. The procedures and policies
of the organization did not allow the disclosure of financial data that was required for the study.

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 INTRODUCTION
The organization study is proposed to acquaint one with the hotel industry and to obtain
learning about the working of the hotel. The major target of the investigation is to
comprehend the tasks in the extraordinary offices inside the hotel. The organization
study is likewise being attempted to achieve learning about the different administrations
offered by Courtyard by Marriott.

Courtyard by Marriott is a five star rated hotel which comes under Marriott
International. It is the hotel preferred by high end business people, celebrities and
foreigners. The hotel is situated just opposite to the Cochin International Airport.

The hotel offers comfort, five star hospitality services and a range of modern amenities
in a rich and long standing tradition of hospitality. They have well equipped fitness
centers, swimming pools, spa and many more. They have 110 rooms which are
equipped with private bathroom, LCD television with satellite channels, Wi-Fi and
wired connection, tea/ coffee machine, mini fridge.

OBJECTIVE OF THE STUDY

 To get practical exposure in the corporate world.

 To study origin, mission, vision and status of the organisation.
 To study the functional departments, existing in the organisation.
 To evaluate the effectiveness of the organisation.
 To provide some valuable suggestions to improve the efficiency of the
organisation.

METHODOLOGY
The methodology of the study includes, detailed observation, taking notes by
visiting each department, meeting and interviewing the concerned personnel,
officers and managers. Data were collected from the materials provided by them
as well as from online websites.

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 INDUSTRY PROFILE
Hospitable refers to the act of being "kind, welcoming and generous to strangers or guests" (Chambers
Twentieth Century Dictionary 631 ). A Hotel is an establishment that provides paid lodging on a
short-term basis. The provision of basic accommodation, in times past, consisting only of a
room with a bed, a cupboard, a small table and a wash stand has been largely being replaced
by rooms with modern facilities, including en-suite bathrooms and air conditioning. Additional
common features found in hotel room area are telephone, an alarm clock, a television, a safe,
a minibar with snacks, foods and drinks and facilities for making tea and coffee. In addition to
this, more luxurious hotels provide swimming pools, fitness centers and much more add on
facilities.

The hospitality industries are a broad category of fields within the service industry that
includes, lodging, events planning, theme parks, transportation, cruise line and additional fields
within the tourism industry.

The hospitality industry is a multimillion-dollar industry that depends on the availability of

leisure time and disposable income. A hospitality unit such as restaurants, hotels consists of
multi group such as facility maintenance and direct operations (servers, house keepers, porters,
kitchen workers, bar attenders, management, marketing and human resources). Usage rate, or
its inverse “vacancy rate”, is an important variable for the hospitality industry. Just as a factory
owner would wish a productive asset to be in use as much as possible (as opposed to having to
pay fixed cost while the factory is not producing), so do restaurants, hotels and theme parks
seek to maximize the number of customers they “process” in all sectors. This led to the
formation of services with the aim to increase usage rate provided by the hotel consolidators.
Information about required or offered products is brokered on business networks used by
vendors as well as purchasers.

Hospitality industry as a whole consists of the following establishments

i. Hotels and Motels: Hotels refers to a building or establishment that provides food,
accommodation etc. to travelers and others. Motels refer to a hotel for motorists
typically with rooms adjacent to a parking area.
ii. Restaurants: Restaurants ate places where refreshments or meals are provided to
people.

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iii. Reception/ Conference Centres/ Exhibition centres: Such centres are places where
social gatherings and events like marriage and birthday parties, conferences,
exhibitions etc. are held.
iv. Self Service Outlets: Self service outlets are specific type of "cafe, restaurants or
stores where patrons (customers) serve themselves".
v. Clubs (Service Clubs and Sports Clubs): Such· clubs refer to a room, building or
other facilities used by a group or association of people for special purposes like
rendering services or playing sports.
vi. Fast Food Outlets: Fast food outlets are places or institutions specializing in food
"prepared and served quickly".
vii. Snack Bars: Snack bars are "cafe or counters" wherein light meals are provided.
viii. Private Catering Firms: Private catering firms "supply and serve food and drinks"
for "large social gatherings, banquets" etc.
ix. Transport Services (Road,· Railway, Ship and Airline Services): Transport services
carry or convey people or goods from one place to another by road, railway, ship,
airplanes and helicopters or similar other means of movement. Transport services
may also provide · food, entertainment or other services during movement of people
or goods.
x. Hospitals: Hospitals are institutions providing reception, care, medical treatment
and surgery for ill and wounded people.

Hotels are essential part of, the tourism industry. Hotels, through proper facilities
and services for guests, can provide significant contribution to the overall services
offered under the broad purview of tourism.

Few favourable prospects for the Indian hotel industry in the near future are:
i. Availability of Low Cost Carriers: There has been a noticeable growth in
low cost airline services in India. This has stimulated greater demand for
travel even if room rents in hotels are increasing.
ii. Technological Improvement: In recent years, there has been considerable
improvement in technology in case of hotel services relating to information
technology, accommodation, traveling, communication etc. Some
examples of such technology includes e-ticketing, on-line bookings, Wi-Fi
internet connectivity etc.

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 iii. Large Scale Expansion Plans: The Indian hotel industry is expected to
witness huge expansion in the .coming years. In fact, global hotel chains
like Hilton, Accor, Marriott International, Berggruen Hotels, Cabana Hotels
etc. are likely to enter India in future. Besides, international "hotel asset
management companies" are also expected to enter the country in the
coming years.

COMPANY PROFILE

Courtyard by Marriott is a brand of hotels owned by Marriott International, which was founded
by J. Willard and Alice Marriott, and guided by family leadership since 1927. They are a mid
–priced range of hotels designed for business travelers also accommodates families. Its rooms
have desks, couches and free internet access. The majority of locations have a bistro which sell
fresh cooked and prepared breakfast (not complementary), appetizers, sand witches and more.
All have 24 hour “mini – marts “

HISTORY

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In the early 1980’s Marriott was having trouble finding locations suitable for their parent brand
Marriott. The company decided to create a new brand to attract customers who were not
satisfied with their current selection. Courtyard was created to target frequent business travelers
and pleasure travelers. The brand focused on smaller properties in lower demand areas. The
chain grew from three test sites in 1983 to over 90 hotels in 1987.

The first location was built in 1983 in Atlanta and was Marriott’s first sister brand. The brand
was always meant to target business travelers. However, over the years it has come to cater to
the leisure travelers too.

Marriott International spent 2 million dollar in the mid- 1980’s on building out the courtyard
by Marriott chain in order to target Holiday Inn’s clientele.

Courtyard Marriott was found on 1982 and it is spread across world, in Virginia, New York,
Maryland, New Jersey, India and many more. They manage and franchise a broad portfolio
of hotels and related lodging facilities. Headquartered in Bethesda, Maryland, United States.
Founders are J. Willard Marriott, Alice Marriott and CEO is Arne M. Sorenson.

In 2007, Marriott started its refreshing business initiative to renovate the courtyard properties
to better target business travelers based on consumer’s needs. Renovations included a
redesigned lobby, a bar with longer service hours allowing guests to be more social, and an
increased revenue.

Till end of June 2017, there were 1145 Courtyard Marriott hotels worldwide. In 2017, a
Courtyard Marriott hotel became the first American chain hotel to open on the island of
Bonaire, and through a partnership with local dive shop chain, Dive Friends Bonaire, became
the first Courtyard hotel in the world to have an onsite scuba diving shop.

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BRANDS OF MARRIOTT INTERNATIONAL

LUXURY HOTEL

 The Ritz-Carlton
 St. Regis
 J W Marriott
 Ritz Carlton Reserves
 The Luxury Collection
 Bulgari
 W Hotels
 Edition

PREMIUM HOTELS

 Marriott Hotels
 Sheraton
 Marriott Vacation Club
 Delta
 Le Meridien
 Westin
 Autograph Collection
 Design Hotels

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  Renaissance Hotels
 Tribute Portfolio
 Gaylord Hotels

SELECT HOTELS

 Courtyard Hotels
 Four Points
 Springhill Suites
 Protea Hotels
 Fairfield Inn & Suites
 AC Hotels
 Aloft Hotels
 Moxy Hotels

LONGER STAY HOTELS

 Marriott Executive Apartments

 Residence Inn
 Town Place Suites
 Element

Under Courtyard by Marriott brand, India has about 13 hotels under this. They are as
follows:
1. Courtyard Agra
2. Courtyard Ahmedabad
3. Courtyard Bhopal
4. Courtyard Bilaspur
5. Courtyard Chennai
6. Courtyard Gurgaon
7. Courtyard Hyderabad
8. Courtyard Kochi Airport
9. Courtyard Mumbai International Airport

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 10. Courtyard Pune Chakan
11. Courtyard Pune Hinjewadi
12. Courtyard Pune City Centre
13. Courtyard Raipur

COURTYARD BY MARRIOTT KOCHI AIRPORT

The Courtyard by Marriott Kochi Airport is the newest luxury business hotel near the Kochi
International Airport, Nedumbassery. The hotel has spacious rooms, refreshing suites,
contemporary vibrant dining options, comfortable luxury bedding and functional work spaces.

 Airport: The Airport( Domestic+ International) is just 300 meters from the hotel
 Recreation: The largest Golf centre in Kochi is just 400 meters from the hotel
 Convention space: The biggest exhibition centre in Kochi is located just 500
meters from the hotel.

The Courtyard by Marriott Kochi Airport is owned by Dr. M. A. Yusuff Ali, founder of
Lulu group. They mainly sell three products. They are rooms, food and banquets.

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VISION AND MISSION

VISION

Marriott International’s vision is “To be the World’s Favorite Travel Company.” To help us
achieve this vision, we have developed a 4-part strategy. This strategy focuses on How We
Win with our customers worldwide.

Their purpose to “Open Doors To Opportunity” will take us there. And our values- especially
to Put People First and to Embrace Change-will provide the foundation for how to invest in
our people and keep innovation alive at Marriott International.

We are on the road to creating “raving fans” for our brands, our channels and our portfolio.

MISSION

1. PURPOSE
Our purpose is to Open Doors To Opportunity for our
 Associates- Create a Take care environment for personal and professional
growth.
 Customers- Create platforms to deliver incredible experiences and genuine
hospitality for our guests.
 Owner and Franchisees- Harness the power of the merger to deliver profitable
investments and a global portfolio.
 Shareholders- Drive superior financial performance.
 Business alliances- Create the future of travel through our collaboration with
suppliers and key partners.
 Communities- Invest with purpose in the places where they live and work.
2. VALUES
Our values make our culture more vibrant and set us apart from the competition.
 Put People First- Take care of associates and they will take care of the guests.
 Pursue Excellence- Dedication to the customer through service and product
innovation.
 Embrace change- Success is never final.
 Act with integrity- How we do business is as important as the business we do.
 Serve our world- Our “Spirit to Serve” culture strengthens communities and our
business.

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3. HOW WE WIN IN 2019
Our strategy to win focuses on CORE
 Culture- Advance associate well-being and development to ensure exceptional
service to our guests and communities.
 Operations- Pursue flawless execution to elevate and differentiate our brands,
drive channel excellence and enrich the guest experience.
 Recognition- Focus on the power of loyalty to deliver value to our members and
build global brand awareness.
 Expansion- Accelerate our growth through expansion of our global foot print
and innovation leadership.
4. SCORE CARD
To be the World’s favorite travel company, we want to lead on these success measures.
 Associates- Create carrier satisfaction and company pride as measured through
associate engagement survey.
 Customers- Create the loyalty mind set measured through brand tracking,
rewards enrollment/activation, stay behavior, guest voice and intent to
recommend score.
 Owner and franchisees- Create value for our owners and franchisees as
measured by new unit growth relative to competitors.
 Shareholders- Deliver superior financial performance as measured by stock
price.

PRODUCTS

1. ROOMS

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 There are a total of 110 rooms in the hotel, out of which 106 rooms are sellable
rooms and the rest of the rooms are reserved. There are mainly three categories of
rooms. Deluxe rooms, Executive rooms and Deluxe Suite rooms. There are 75
Deluxe rooms, 25 Executive rooms and 6 Deluxe Suite rooms. Every room pocess
beds and bedding, bath and bathroom features, furniture and furnishings, 24- hour
room service, mini refrigerator, television, radio and high speed internet services.

2. FOOD AND BEVERAGES

The food beverages have mainly four outlets. They are MoMo café, MoMo TO
YOU, MoMo TO GO and Taberna.
1) MOMO CAFÉ

 A multi cuisine, all day dining coffee shop with 86 covers situated at the
lobby level. It also has a private dining area for 8 people, with a bar
attached at the end of the restaurant.
 MoMo stands for “Modern Living and Modern Dining” and that is what
our food and service will reflect.
 The outlet will operate from 6.30 am till 11 pm.

2) MOMO TO YOU

 This is the in room dining facility in the hotel, which will be situated in
the MoMo café back area at the lobby level.

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  This will be a 24 hour facility.
3) MOMO TO GO

 “ Grab and Go Outlet”, where we will sell pastries, sand wiches, salads
as well as we have retail wing for everyday necessities like packaged
drinks, food products, shaving kits, shaving foam, chargers, batteries
etc.
 It will be a seating area for 30 people
 This will also be a 24 hours facility.

Pool side/Al Fresco

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  This will be the open air eating venue, which will be situated next to the
pool. It will have the same F&B offerings as the MoMo café.
 There will be seating for 28 people in this area.
 In the future, we plan on using this space as a banqueting venue,
specially for cocktail parties.
 It will operate from 9 am to 11 pm.
4) TABERNA
 This is the Tapas Restaurant and Bar on the second floor open only for
dinner and can be accessed by the elite guests for the lounge facilities
during the happy hours from 5pm to 10 pm.
3. BANQUETS

There are three banquet halls and one board room available for small meetings and
conferences. The two meeting rooms can be used together as one space, or separated
by a partition for two meeting spaces.

Banqueting space Area Seating

Theater style- 120
Meeting room U shaped- 38
1&2 1600 sq/ft Round table- 48
Class room- 70
Cluster- 48

OTHER FACILITIES

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  Free usage of swimming pool and health club
 Tea/Coffee machines in all the rooms
 Ironing board in the room
 Complimentary airport transfers
 Board room for meeting
 24 hours room service
 Business center
 Mini bar
 Wi- Fi for free
 Concierge
 24 hours travel desk

BUSINESS MODEL

Marriott International (MAR) operates its hotels and other business segments under the
following two models:

1. Franchise or Licensed model

2. Company- operated models

In the franchise model, Marriott hotels lets hotel owners use one of the brand names and
charges a percentage of room sales earned by the hotel in return. Company operated hotels are
either owned or managed by Marriott. In the management model, Marriott receives a base fee
and incentive fee.

Notably, Marriott has a larger percentage of hotels under franchisee or licensed model than
competitors like Hilton Worldwide Holdings(HLT), Starwood Hotels & Resorts
Worldwide(HOT), and Hyatt Hotels Corporation.

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 FUNCTIONAL DEPARTMENTS

The various departments of Courtyard by Marriott are Finance, Purchase, Operations, Human
Resource, Sales and Marketing, Loss Prevention, Food and Beverage, House Keeping, Front
Office, Engineering and Information Technology.

1) FINANCE DEPARTMENT
At Courtyard by Marriott the finance activity occurs in two departments
 Finance and
 Purchase

The activities of both the departments are different. The finance department deals with the
procurement and use of funds. It also deals with book keeping i.e. inflow and outflow of cash.
All the expenses and incomes are noted. Since Courtyard by Marriott is a privately owned
company, there is no public issues of shares. This department is headed by the Finance
Controller who interacts with the General Manager of the company. The financial year starts
from April and ends in March of the next year. Every operations are computerized.

Three divisions of accounts are handled,

1) Receivables- Cash inflows

2) Payables- Cash outflows
3) Cost control

Receivables account to the cash which flows to the business, which thereby accounts to the
revenue. The main revenue for the company comes from the four outlets- MoMo café, MoMo
to go, MoMo to you and Taberna.

Apart from this, the revenue also comes from the main products like the hotel rooms and
banquet halls.

Payables mainly includes service bills like annual maintenance bills, utility bills etc. Annual
maintenance contracts, work order and agreements are maintained in the finance department.

For heavy machines like lift, grinder etc, annual contracts are signed. The interested parties
are called and there work is being watched. The one with higher efficiency is selected and a
logic note is prepared, in which the reason for electing a particular vendor/contractor is
mentioned. From this logic note, a quotation is processed for approval. After the approval

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from all the signatories, it comes to the finance department, bill is booked and the payment is
made.

All outflows are the compared with the inflows and after that it is decided on how to give
away the money for critical vendors, debtors etc.

Cost control mainly aims in lowering the wastage. Items are divided into moving and non-
moving items. Non- moving goods are those which are having low demand and hence their
purchase is minimized so as to lower the wastage.

FUNCTIONS AND RESPONSIBILITIES OF FINANCE DEPARTMENT

 Ensure that the guest have best possible experience by trouble- shooting and resolving
all billing- related disputes.
 Represents the finance department on the daily department heads meeting with the
General Manager conducted every morning.
 Manage all phases of Accounts Payable, Receivable and department budget.
 Calculate and distribute wages and salaries.
 Prepare regular reports and summaries of accounting activities.
 Prepare financial statement and debtors’ listing.
 Verify recorded transaction and report irregularities to management.
 Providing direction to the night audit team so as to ensure proper revenue reporting.
 Reviewing all ledger details, guest ledger, city ledger and deposit ledgers to validate
proper payment and revenue posting.
 Review the postings, payments and revenue and guest balance reports on a daily
basis.
 Ensure that all statutory details (PAN, TAX NO, Company registration No, etc) are
displayed on the guest invoice and bills.
 Bills A/R accounts daily and send the same to guest along with the supporting bills
and statements.
 Follows up on any accounts within three days to ensure customer has received the
invoice and does not have any questions.
 Enters invoice into accounts payable system weekly after verifying a purchase order
has received from the ordering department head and obtaining General Manager’s
approval.

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 Forecasting cash payments and anticipating challenges arising from limited cash flow.
 Ensuring that cash flows are adequate to allow business units to operate effectively.
 Maintain banking relationships and negotiating loans and merchant services for
business units.
 Maintains files of all contracts, insurance policies, tax reports, expenses, payroll etc.
 Maintaining and transferring money between bank accounts as required.
 Performing numerical analysis of data and formulating conclusions and/or solutions.
 Ensures all new hire paper work, benefits, performance, appraisals, disciplinary
action, forms and other pertinent personal documents are filed appropriately and
maintained in accordance with the company HR practices.
 Monitors and contains all property inventories to ensure proper levels without causing
burdens on property cash flows.
 Preparing and presenting financial reports for meetings and investors.
 Working with executives and business heads to prepare budgets and track profit/loss
performance by business unit.
 Providing direction and training to hotel operational team in areas related to finance,
financial reports, internal controls, labor management, payroll, etc
 Effectively manage the accounting team through respectful communication, clear
expectations, relevant training, productive coaching, regular meetings and appropriate
performance management.
 Recommend and maintain a system of policies and procedures that impose an
adequate level of control over finance department activities.

PURCHASE DEARTMENT
Some of the key functions done by Purchase Department are the following:
 Duties of the purchasing department include interviewing sales people.
 Placing orders for goods needed by all hotel departments.
 Keeping records of all purchase and payments.
 Drawing up and signing contracts and agreements for the purchase of all goods.
 Comparing price and quality on all bids received.
 Receiving and checking the quality and quantity of merchandise received in order.
 Checking receipts and shipping invoices against accounts payable and forwarding
such information to the accounting department.

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 Suggesting changes in the use of certain goods where cost can be saved or quality
improved.
 Suggesting new products.

OPERATIONS DEPARTMENT
Some of the key functions done by Operational Department are the following:
 Operate and manage the hotel and restaurant on behalf of the Owner.
 Implement and follow- up of Standard Operating Procedures for all departments.
 Prepare and submit to owner the operating plan, business plan and budget for each
operating year, complying with legal requirements and approvals and insurance
policies.
 Establish all prices, price schedules, rates. Rate schedules, negotiate and administer
all requirements for health, security.
 Supervise and purchase or arrange for the purchase of, all inventories, provisions,
consumable supplies and operating supplies that are necessary and proper to maintain
and operate the hotel, and to use the same in the management and operation of the
hotel.
 Quality control following standards for category of hotel and brand.
 In house training for some or all staff up to the level dictated by Marriott hotel and
brand.
 Keep the hotel in good operating order, repair and condition.

HUMAN RESOURCES DEPARTMENT

Some of the key functions of Human Resource Department are the following:
 Policies and practices relating to terms and conditions of employment, screening,
selection, training, supervision, compensation, bonuses, pension plans and other
employee benefits, discipline, dismissal, transfer and replacement.
 Policies and practices relating to the exercise by the hotel personnel of rights under
any applicable labor laws in relation to the hotel( including union organization,
recognition and withdrawal of recognition, union elections, contract negotiation on a
single- employer or multi- employer basis, grievances, unfair labor practice charges,
strikes and lockouts).
 Implement all payroll administration related forms and reporting documentation.

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 SALES AND MARKETING DEPARTMENT
Some of the key functions done by Sales & marketing department are the following:
Courtyard by Marriott Sales team is basically divided into proactive and reaction sales
executives. Proactive sales executive in person who continually engaged in finding
and generating potential clients for company. They look ahead for future clients rather
than just closing existing clients. They have to find various ways to bring customers
into their basket. Whereas reactive person just closes the enquiry he/she gets. Even
they help Proactive team to close the lead within time. They do further follow up until
contact is signed.
Other functions include:
 Preparing carefully evaluated strategic plans for each property highlighting the sales
and marketing actions that will be undertaken.
 Coordinate all sales activity both on and off property.
 Prepare and plan all sales call and meetings throughout the year.
 Ensure a timely, strategic, cost effective and targeted sales plan that is realized as
planned and within budget.
 Monthly review with the General Manager and Director of Sales and Marketing.
 Quarterly reviews with all contractor, third party providers such as PR agencies.
 Manage website and develop internet marketing strategies to maximize distribution
through all channels.
 Develop robust search engine strategies to improve website positioning.
 Responsible for corporate and travel agent room sales for the hotel.
 Clear understanding of the hotels, business strategies then set goals and to determine
action plans to meet those goals.
 Update action plans and financial objectives quarterly.
 Identify new markets and business opportunities and increase sales.
 Represent hotels in various events and exhibition.
 Implements all sales action plans related to my market areas as outlined in the
marketing plan.
 Conducts daily sales calls and arrange site inspection trips to hotels by corporate
clients.

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 Work closely with Revenue Manager to ensure proposed rate negotiations meet the
financial needs of the hotels.
 Develop strong relationship with on property front office team to ensure working in
unity and always striving to achieve the same goals.
 Targeting key accounts potential for the company.
 Builds and strengthen relationships with existing and new customers to enable future
bookings.
 Closely following up on all business leads within a 24 hour response time line to
clients.

LOSS PREVENTION DEPARTMENT

Some of the key functions done by Loss Prevention are the following:
 Loss prevention managers develop and implement procedure for minimizing the loss
of merchandise, money or company assets as much as possible.
 Conducts hazard and risk assessments at the property to include quarterly
OSHA/SAFETY audits, incident tracking, and the hazard abatement process.
 Develops detailed ‘shut down’ procedure for the property to ensure that all areas are
secured at the appropriate times.
 Assists with all loss prevention operations to include but not limited to patrol process,
emergency response, investigation( initial and follow up) for all guest and associate
related incidents, shipping and receiving process( makes recommendations for
improvement), electronic key system and manager on duty’s responsibilities.
 Implements action plans to monitor and control risks.
 Monitors all unusual activities in and around the property that would impair the well-
being of guest and associates.
 Manages and guides the efforts of the accident prevention committee.
 Verifies the implementation of the first- aid program for the guests and the associates.
 Verifies the claims process and protects company assets by closely monitoring the
general liability and worker’s compensation areas.

FOOD AND BEVERAGES DEPARTMENT

Some of the key features of Food and Beverage department are as follows:

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 Food and Beverage department (F&B) is responsible for maintaining high quality of
food and service, food costing, managing restaurants, bars etc. Food and Beverage
service is the service of food made in the kitchen and the drinks prepared in the bar to
the customers(guests) at the food and beverage premises, which can be Restaurants,
Bars, Hotels, Airlines, Cruise ships, Trains, Companies, Schools, Colleges, Hospitals,
Prisons, Takeaway etc.
 Prepare tables and counters for meal.
 Stock the service area with supplies (e.g. Coffee, Glassware).
 Greet customers, present menus and help customers select menu items.
 Inform customers about daily specials.
 Record orders and place them with the kitchen and bar.
 Pick up and serve orders.
 Check that the customers are enjoying their meals and correct any problems.
 Suggest and serve desserts and beverages.
 Clean and reset tables.
 Tabulate and present bills for payment.

HOUSEKEEPING DEPARTMENT
Some of the key functions done by Housekeeping Department are the following:
The primary function of the housekeeping department is keeping the venue clean and
sanitary as part of customer service. Maids and cleaners vacuum rugs and furniture in
hallways, rooms and public areas. They collect trash and empty waste baskets, change
the sheets and make the beds. The refill soap and toilet paper, dispensers in public rest
rooms and put toiletries and supplies in guest rooms. They dust and polish furniture.
In some hotels, they bring requested items, such as infant cribs to guest rooms. These
hands- on tasks fall to the actual cleaning staff.
The work of organizing and co-ordinating the cleaning falls to the first- line
supervisors and housekeeping managers in a hospitality business. They determine
which rooms or areas must be cleaned, make the job schedule, assign tasks and check
the work. Scheduling often requires co- ordinating tasks with other hotel departments
and activities to avoid disrupting other services. Supervisors also make sure
housekeeping equipment, such as vacuum cleaners and floor polishers, is properly

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 maintained. When they receive complaints, they investigate the issues and see that
problems are taken care of.
A hotel housekeeping department has 4 main functions
a) Cleaning and maintenance
b) Training of its personnel
c) Requisition and control of the necessary supplies and equipment
d) Paper work schedules and reports
Areas of responsibility
 Guest rooms
 Hall and corridors
 Lobby
 Public rooms and restaurants
 Officers( hotel personnel)
 Stairways
 Windows
 Stores and concessions

FRONT OFFICE DEPARTMENT

Some of the key functions done by the front office are the following,

Generally, Courtyard Marriott Kochi Airport has two Check In and Check Out counters for
easy processing and efficient customer service. The front office or can be known as the main
nerve of the hotel is the first and the last sector that interact with a client. Front officers are
typically called so because they are at the front or entrance hall of a business, giving
customers and easy access to office workers. This vital section of the business can serve
many purposes, depending on the company, and are frequently the best place to obtain any
customer related information. All personnel in the department are trained in customer
assistance, since front office workers may have many duties, training all of them in customer
service means that, someone will almost always be available to help a guest.

ENGINEERING DEPARTMENT

Some of the key functions of engineering department are the following:

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Engineering department of the hotel has great importance in as much as it provides utility
services like electricity, steam, hot water, air- conditioning and refrigeration, maintain
engineering and services of various other equipment. Provisions of proper services and
proper maintenance affairs in hotels have great impact on the attitude of the guest. Therefore,
hotel engineering department has big responsibility in satisfying guest demand and be
instrumental in maintaining the profit level of hotels up to reasonable standard.

Breakdown or corrective maintenance:

Concerned with correcting the trouble or fault that might occur any time during the
functioning of all equipment or machines; such breakdown repair activities include
dissembling of the equipment or machine, its inspection, repair, replacement of parts,
reassembling and test to make sure that equipment or machine again is fully functional.
Breakdown maintenance work may be of major or minor type. Minor one requires less effort,
expense and time while it is obvious that reverse will be the case in the matter of major
repairs.

Preventive maintenance:

It concerns with preventing troubles before it occur through well anticipated plans of check-
ups, repairs, replacement, top or major over hauls, cleaning, proper lubrication etc of
machines and equipment.

The idea behind such maintenance is periodical time scheduled inspection of machines,
equipment to detect wear and tear in them in advance of actual breakdown with planned worn
out parts replacement, servicing, repairs etc. so as to minimize the interference in the
performance of the equipment and machines and at the same time it would economies
maintenance expenses. Routine check- ups and repairs are part of preventive maintenance. It
is to be noted that preventive maintenance is more important than breakdown ones, as it is
more convenient, useful and less costly in the long run.

Apart from these the other functions include:

 Civil engineering
 Care of grounds and swimming pools.
 Mechanical maintenance such as heating, ventilation, refrigeration, air- conditioning
etc.
 Electrical system and appliances.

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 Audio visual equipment.
 Heavy cleaning.
 Communication and networking systems.
 Fire prevention and fighting equipment.
 Waste management.
 Energy management.
 Minor repairs.
 Painting and patching works and so on.

IT DEPARTMENT
Some of the main functions of the department includes:
 To check the server room temperature daily and maintaining that temperature
throughout- 20 Degree Celcius.
 Daily back up and also check whether the data can be restored.
 Weekly check the installations of various work stations.
 Update anti- virus.
 Providing Opera ID’s for selected members and maintaining the same.

COMPETITORS
Marriott competitors are according to vicinity and they have same price, rate as well
and also serve same class of clients (corporate guests) with same facilities. All the
hotels are in the same category known as Budget Hotels.

The Courtyard by Marriott Kochi Airport actually does not have competitors as there
is no other internationally branded five star hotels. But to list out the top three
competitors include

 FLORA AIRPORT HOTEL

This hotel is located 100 meters from the Cochin International Airport. The Flora
Airport Hotel Kochi is a conveniently placed 4- star property and features modern
rooms. The hotel is suitably connected to the highways. Highways, Railways Stations
and close to the business district “Kochi”. The hotel offers 60 centrally air-
conditioned rooms and suites featuring modern interiors and furnishings. Each

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 elegant room is ideal for the corporate travelers and families alike. The rooms are
fitted with LCD television with satellite channels, high speed wi-fi internal
connectivity, worked desk, direct dial telephone, electronic safe deposit box, well
stocked mini refrigerator, tea/coffee maker and En-suite bathroom.

For leisure, the guests at the hotel can exercise at the well- equipped fitness centre or
enjoy a dip in the out- door swimming pool. Recreation facility includes a steam
room and spa with Ayurvedic, Thai, Balinese treatments, Hot stone and Aroma
therapy. The dining options include a multi cuisine and a Mediterranean restaurant
apart from the lobby coffee shop. Also located within the premises is the “Food
Circle”, a food court offering a choice of fast food and snacks 24 hours. Meeting
facilities in the hotel includes two board rooms with video conferencing system. The
banquet hall has a capacity of 1200 pax with theme lighting and live internet
streaming. The hotel also provides free shuttle service to the airport.

 SAJ EARTH RESORTS

The Saj Earth Resorts is located very close to Cochin International Airport. The
rooms are distributed around a winding swimming pool which offers a water front
view from all the rooms. The property is spread over 8 acres of land resplendent with
lush greenery and vegetation making the guests feel so close to nature. Those who
plan to savor, the scenic beauty of kerala ranging fro its fabulous mountain ranges to
sun- kissed beaches can make the sojourn with us, and venture out from here for the
expeditions, making us your perfect ‘Gateway’ to God’s Own Country.
The virgin beaches of ‘Cherai’ are only 16km away from the location. A Shopper’s
Paradise, ‘Lulu Hyper Market’ is also very close, reachable by a 45 minutes’ drive.
A number of pilgrim centers are spread around us within a radius og 15- 20 kms
including Malayattoor church dedicated to S.T. Thomas, Kalady- the birth place of
AdiShankara, and the Siva Temple at Aluva, famous for rites associated with
‘Shivarathri’ festivals.

 HOTEL AIRLINK CASTLE

Hotel Airlink Castle is an exquisite five star luxury hotel, located at the portals of
Cochin International Airport, Nedumbassery. Airlink Castle offers you 54 centrally

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 air- conditioned rooms with all modern facilities. All the rooms are designed for
comfort with beautifully carved woodwork and furniture and a lookout to extensive
coconut gardens. The multi- cuisine restaurants, 24 hour coffee shop, business room,
health club, the activity center, board rooms, conference halls, rooftop swimming pool
with a garden around, a premium bar well stocked with Scotch whiskies, French vines
etc. will make your stay enjoyable and rejuvenating.

SWOT ANALYSIS OF COURTYARD BY MARRIOTT HOTEL

STRENGTHS
 Recognized under Marriott International brand name (strong global presence).
 Largest hotel chain in India overtaking Hotel Taj India.
(www.economictimes.indiatimes.com)
 One among the Most high security hotel in Kerala region (24 hour manned
security)(www.tripadvisor.in)
 Solid reputation for delivering superior customer service.
 Awarded as world’s most admired company (Fortune- 23rd rank).
 First pop- up innovation lab for Marriott International, bringing technology
innovation in their guest service. (www.news.marriott.com).
 Solid internet presence has made guest to book their rooms directly rather than third
party websites.

WEAKNESS
 Lacks low cost lifestyle offerings (www.marriott.com).
 Limited open space for conducting big events or parties when number of guests
exceeds 200 pax.

OPPORTUNITY
 Demand for budgeted hotels in Kerala due increase in IT and agriculture development
activities.
 Increase in disposal incomes had raised the flow of domestic tourists.

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 Huge increase in India’s internet users will give strong hotel visibility in online
platforms.
 Low cost hotel like Aloft and Element under Starwood brand has huge demand in
metro cities.

THREAT
 A lot of high end hotels have come up with new brand of budget hotels which adds to
Courtyard’s competition list apart from new players (competitors).

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 ROUTINE WORK REPORT

COMPANY NAME: COURTYARD BY MARRIOTT KOCHI AIRPORT

DURATION : TWO MONTHS (FROM APRIL 1ST – MAY 31ST)

Initially I was sent to the Finance department by the Associate HR and there I met
with the Finance Controller Mr. Varun Prabath, who was the head of the department.
He then introduced me to the Assistant Finance Manager Mr. Cyril Joseph and he
further introduced me to the other executives and associates. He also managed to
introduce about the department, their functions and what all works each of them
handle, the softwares which they use there, like, Micros Opera, Birch sheet and
People soft. The time when I joined there, all the officers were busy with the month
end closing works. So many bills and cheques where piled up there, and they wanted
to file it according to the cheque number. Hence the first job assigned to me was book
keeping, which is the most important job as far as the finance department is
concerned.

Later I was assigned with other jobs like collecting the Night Drops every morning
from the Front Office Department. The Night Drop consisted of total of 6 covers. Out
of this 6 covers, 4 covers have all the cheques raised the previous day from the 4
outlets of the hotel- MoMo Café, MoMo to you, MoMo to go and Taberna. The
remaining 2 covers are the Pre- audit reports. Courtyard Marriott has tied up with 3
airlines- Indigo, Emirates and Etihad. They give accommodation for the cabin crews
of these airlines. The accommodation and paid out invoices raised for each person
will be within this Pre audit reports. Apart from this, credit card settlement reports,
room discrepancy report, rate variance reports etc will also be present. So I sort all
these reports separately and give it to the officer concerned.

It was during this time, the new hotel of Marriott, Tribute Portfolio was opened.
Before its opening, software teams from Oracle and Symphony came there for
configuration. Since the one of the team member from the finance department met
with an accident and needed someone to help him in revenue coding, luckily I got the

34
chance to be a part of it. Revenue coding is done so that each department is given
appropriate tax rate and the revenue flows to the respective department.

In between I worked in the Purchase department also, which is a part of the finance
department. There the job assigned to me was to prepare Manual POs (Purchase
Orders) in Excel sheets. Only if the POs are forwarded to the respective vendors, they
send their products to the hotel. I prepared Manual POs for about 80 vendors which
was a tedious task.

From May 13 to May 17, there was an Internal Audit, where the top executives visited
the hotel for audit process. I could witness the auditing process and I helped the
officers in getting the relevant documents, whenever the auditors asked them to get.

In between these works, I managed to visit each department there and know their
functions by meeting with the department head whenever possible. Along with that
the officers of my department also helped me in getting data for my project report by
providing me enough of the materials, which was very much beneficial for me.

LEARNINGS
I could learn a lot of things by doing a two month internship there. Finance
department is one of the most important department of the company. If such a
department is not there, then it can affect the overall performance of the company
adversely. I could clearly know the functions of cashier, accounts receivable, accounts
payable, though not in detail, but could benefit me in some way or the other.

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 FINDINGS AND SUGGESTIONS

FINDINGS
 Courtyard by Marriott is indeed the right place for any business meetings and stays as
well.
 The hotel is widely opted by high end business people, film actors and politicians. On
an average 3 celebrities are coming each week. Beside them, foriegners also prefer
this hotel.
 They have taken up Green initiatives by minimizing the use of plastics, by giving
paper straws while serving drinks instead of plastic straws.
 Every department is working at their maximum extent to boost the business for the
hotel.
 The hotel staffs, without fail, collects feedback and comments from the guests at any
point of their stay at the hotel or they ask the guest to give feedback on their online
websites.
 The training given to the trainees is of good standard.
 Social Networking sites provide a platform to innovative advertising to be effectively
used for business growth of the hotel.

SUGGESTIONS
 Clear job description is essential to avoid work place confusion and to make people to
have a clear idea of the jobs to be performed.
 Assign job to a person by looking into his capacity rather than loading with too much
of work.
 The trend which I see there is that, people after joining, within few months they just
resign from there. So it is mandatory to hire the suitable person for the particular post.
 Help the employees and give clear idea of opportunities for career growth.
 Give a reasonable pay scale for the work they handle. I feel that, the pay given to the
employees are very less when compared to the work carried out.
 Work environment and facilities can be improved.

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 CONCLUSION
It was a complete useful experience working at Courtyard by Marriott. The staffs treated me in
such a way that, without hesitating, I was able to work freely there. I could work with
experienced officers and got a lot of suggestions which can be imbibed in building my career.
Clearly mentioned what the Do’s and Dont’s are. The primary objective of an internship is to
get a real life working experience and put theoretical knowledge in practice. This was my first
real experience to work in a 5 star hotel. Initially I was bit nervous, but could gain the
confidence and courage in the industry with the help of my officers.

It was indeed a wonderful experience. I could interact with all the department heads who gave
me valuable suggestions. I could also work in two departments- Finance and Purchase. I
strongly feel that hospitality industry is a big area, if all the departments not functioned
together, affects the existence of the hotel. Each department is interconnected. Hence every
department interacts continuously with each other which again adds on to healthy work
relationships.

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 BIBLIOGRAPHY

 Industry Profile . (Hsu and Powers 66-265; Malhotra 4-5): 20, (Ahmed 1-5; Chambers
Twentieth Century Dictionary 632; Gill 28, 33; Hsu and Powers 66-265; Ingram,
Hospitality: A framework 140; Jha 28-257; Malhotra 4-5; Reader's Digest Universal
Dictionary 746; Webster Comprehensive Dictionary 611), (Ahmed 70-91; Chambers
Twentieth Century Dictionary 858; Gill, 28-77; Hsu and Powers 66-265; Jha 1-10;
Malhotra 4- 5), (Blum 354; Chambers Twentieth Century Dictionary 1151; Hsu and
Powers 177-178, 236-237; Jha 28-257; Malhotra 4-5), (Gill 37; Hsu and Powers 172;
Malhotra 4-5), (Blum 354; Gi1137; Hsu and Powers 172, 184, 215; Malhotra 4-5), (Hsu
and Powers 83-84; Malhotra 4-5; Reader's Digest Universal Dictionary 306), (Blum
354; Gill 37; Hsu and Powers 184, 189, 215; Malhotra. Retrieved from
https://shodhganga.inflibnet.ac.in/bitstream/10603/96798/11/11_chapter%202.pdf

 Company Profile. Retrieved from https://www.marriott.com/marriott/aboutmarriott.mi

 Brand Images. Retrieved from https://hotel-development.marriott.com/brands/

 Confidential materials of Courtyard by Marriott.

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