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INTERNSHIP REPORT

Grand Hyatt GOA

SUBMITTED TO

DEPARTMENT OF MANAGEMENT STUDIES (MBA-INTEGRATED)

GOA BUSINESS SCHOOL

IN PARTIAL FULFILMENT FOR THE AWARD OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION (INTEGRATED: HOSPITALITY, TRAVEL

AND TOURISM)

BY

Saniya Tukaram Bhanage

2130

AUGUST 2023
2

OFFER LETTER
3
4
5

INTERNSHIP (COMPLETION) CERTIFICATE


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ACKNOWLEGEMENT

I am saniya Bhanage. I would like to express my heart felt gratitude towards the Training manager
of Grand Hyatt Goa for granting me the permission to carry out my internship project at their
esteemed organization

I would also like to thank all the managers and associates of the hotel for helping me and allowing
me to learn how the hotel industry functions and providing their full support and guiding me `with
their experience in industry

I would also like to thank the entire team of Grand Hyatt Goa for their continuous support and
guidance throughout my training

Last but not the least would like to thank all my professor for helping me prepare for the same

Prof. K.G. Shankaranarayanan: Program Director

Dr Albino Thomson:Assistant Professor

Mr Kevin D'souza: Assistant Professor

Dr Poonam Sadekar: Assistant Professor

Ms Sujal Naik: Assistant Professor

Mr Sadanand Gaonkar: Assistant Professor

Dr Paresh Lingadkar: Assistant Professor

Administrative staff

Ms Shilpa Shirodkar

Mr Kishor Nagvekar

Mr Naresh Salgaonkar

Mr Sarvesh Vaigankar

It was a great learning experience and it wouldn’t have been possible without the help of my
mentor.
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EXECUTIVE SUMMARY

My Training at Grand Hyatt Goa was very good and memorable. I did my 2 months of internship

in grand Hyatt Goa from 15th may to 15th July . I completed my internship in two different

departments that is front office and human resources department. I really had a great time in the

department where I worked in as staff were very good over there, I learned a lot of thing which I

never knew about. I learnt that whatever happens you have to always smile. I learnt how important

is the communication skill also I improved my communication skill during my internship period.

Training at the Grand Hyatt Goa has been a wonderful experience for me. Getting a chance to

work at this 5 star property has helped me improve my knowledge about this industry and its

functioning. Throughout my training I have met many people in form of guests and associates who

have helped me learn something more about the industry. Overall the training experience was

fantastic and I would look forward to my next training. I would always remember the things I have

learned when I was working an utilize all the knowledge that I gained for this internship for the

future.
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CONTENTS

Chapter Particulars Page No

Offer Letter 2-4

Internship (Completion) certificate 5

Acknowledgments 6

Executive summary 7

1 Organization/Company

1.1 Introduction 9-18

1.2 Products/services 18-20

1.3 Sections within the organization 20-22

2 Task(s) handled 23-29

3 Learning 30-31

4 Challenges 32

Appendix I: Samples of the work done 33-36

Appendix II: Photos while you are at work 37

Appendix III: Organization 38


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Grand Hyatt Goa

1.1 INTRODUCTION

As one of the worlds top hospitality companies, Hyatt remains committed to caring for the
people so they can be their best.
when entrepreneur Jay Pritzker purchased the original Hyatt House motel. Pritzker and his
brother, Donald, worked to grow the Hyatt brand, powered by their belief in the importance of
family and care. As of December 31, 2021, Hyatt’s portfolio included more than 1,150 hotel
and all-inclusive properties in 70 countries across six continents.

With more than 130,000 colleagues across more than 70 countries, we embrace all cultures,
races, ethnicities, genders, sexual orientations, ages, abilities, perspectives, and ways of
thinking. Our culture is one that empowers every individual to be his or her best, and such
authentic connection inspires the way we care for each other and for our guests.

WE care FOR PEOPLE SO THEY CAN BE


THEIR best.
As we continue to grow, we don’t lose sight of what’s most important—people. Hyatt is a
company that was built by family. It’s a workplace where coworkers become friends. Every
day we care for our guests. Care is at the heart of our business, and it’s this distinct guest
experience that makes Hyatt one of the world’s best hospitality brands.

Meet World of Care, our Environmental, Social and Governance (ESG) platform. As the Hyatt
footprint expands to meet the needs of a more connected and traveled world, we know we have
an incredible opportunity – and responsibility – to create meaningful solutions for some of the
hospitality industry’s biggest challenges. Backed by measurable goals and actionable
commitments, we are Caring for the Planet, Caring for People and Caring for Responsible
Business, every single day.

Brands Of Hyatt
Andaz
Alila
Caption by Hyatt
Thompson Hotels
Hyatt Centric
Park Hyatt
Miraval
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Grand Hyatt
Hyatt Regency
Hyatt Zilara/Hyatt Ziva
Hyatt Place
Hyatt House
The Unbound Collection by Hyatt
Destination Hotels
Joie de Vivre

Grand Hyatt Goa is a five-star deluxe hotel located by Bambolim Bay in Goa. Grand Hyatt

Goa overlooks the visually stunning waters of the Bambolim Bay. This hotel in Goa spreads

across 28 acres of colourful, tropical gardens and lush lawns that roll down to the water’s edge

of the Bambolim Bay. Set along the calm waters of Bambolim Bay centrally located between

North and South Goa the resort is conveniently located seven km from Panaji, the capital city

and 25,km from Dabolim airport. there was a palatial property that expanded over a vast

expanse of lush green lawns and beautiful blue waters that threatened to invade upon the

property. Fast forward to today, and this property is in step with all modern amenities and will

literally cocoon you in its vast lap of luxury. Not Udaipur or Jaipur, but you will find this

property in none other than the party capital of India – Goa. This Grand Hyatt property aims

at pleasing and nothing less than that.

property seems to have had a lot of planning and detailing involved from conceptualisation to

its completion, from the stones used in the construction to the fencing of the property. The

hotel comprises a main building that houses four of the main restaurants and the bar: The

Dining Room, The Verandah, Chula and Capiz Bar as well as the Bay View Lounge and the

deli, Confetaria. Don’t miss the 16th century chapel that has been left untouched, adding that

ancient heritage touch to the property.

you drive into the palatial estate’s main house, you are welcomed by a symbol of protection

and healing, with a sculpture of a mother and child in deep copper and bronze to welcome each
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guest. As you walk into the main hotel reception, you are greeted with tall urns in four niches.

Each urn is made with 800 pieces of wood joined together and then carved with intricate floral

patterns.

Walking through the hotel, the first thing that greets the eye is the way every corner of the

hotel has been moulded with the right mix of Indo-Portuguese and contemporary architecture,

to give its guests a memorable experience with this one-of-a-kind structure they can call home.

The hotel has been built in a baroque style, hence the high roof consisting of approximately

1,000,000rooftiles!

A step further from the entrance of the main hotel, take a look and appreciate the stone work

on the columns in the atrium, which were worked on in China before being transported here.

The interiors of the hotel are calm and inviting with open spaces (that offer an abode of

tranquillity) and clean elements. Impressively massive, you will feel that you are in a palace –

yours actually, while the staff makes you feel like royalty.

The property is said to offer the largest banquet facilities in Goa. Take a tour of the property

before you check in and don’t miss the Grand Ballroom that is decorated with Kaala Khata

marble imported all the way from Israel. Don’t miss the Tarazzo style of tiling employed at

Grand Hyatt Goa (which is a unique system of tilling used in ancient India). Collectors will

absolutely love the beautiful Capiz shells that feature prominently in the interiors of the resort.

The opaque flat shell, also known as mother of pearls, is commonly associated with Goa. A

striking piece of art made from strings of cascading Capiz shells greets guests on entering the

lobby, Shamana Spa, Capiz Bar and The Veranda.


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The 314 rooms and suites at Grand Hyatt offer panoramic views of Bambolim Bay. They are

perfectly designed for a leisure guest to unwind in the comfort of a large bed or watch the

magical sunset from the oversized balcony. Pick from an option of three different views: the

bay, the pool or the garden. The bathrooms are very spacious and highly appreciated are the

separate dry and wet areas. The rooms are fully equipped with everything you need to make

your stay complete including an iPod docking station, fruit basket and mini bar. A word of

caution: keep a second set of keys close (or even a house phone) as their locks are becoming a

little too shy. They won’t accept your keys and will only respond to the Security’s master key.

After facing this problem more than once, we learned our lesson finally.

Transport around the property is usually through buggies, but I would recommend making

friends with your walking shoes, as there is a big chance that your buggy will take over thirty

minutes to reach you.

No visit to Goa is complete without at least an hour for yourself. If you are looking to relax,

the Shamana Spa has a variety of treatments that will pamper you and will elevate your

wellbeing with personalized Balinese, Thai and Indian therapies, using luxurious products like

diamond, pearl and seaweed. The property also has an outdoor free form swimming pool for

guests to be able to unwind and enjoy the sea breeze and literally soak in the Goan experience.

You can use a spacious fitness center, a world-renowned beauty salon, water sports and a

sailing club too. Children can enjoy the entertaining Camp Hyatt facilities at the hotel,

presenting a complete recreational and wellness experience for couples, friends and the entire

family all year round.

Grand Hyatt Goa, with its seven restaurants and bars, offers guests a wide selection of authentic

cuisines from different parts of the world, but served with the traditional warmth of a Goan
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residence.

You will probably spend most of your time in the Dining Room, which as the name suggests,

depicts the dining room of the palace. Ideally a buffet restaurant serving breakfast and dinner,

you also have an a la carte option for lunch in a contemporary setting. The restaurant is a warm,

lively and casual dining venue featuring five interactive buffet stations serving various cuisines

along with international Western favourites with a balanced variety of both vegetarian and

non-vegetarian dishes. You will feel like you are in your personal kitchen as you help yourself

to bits and pieces in a gastronomical world tour with Thai, Indian, Italian and Middle Eastern

delicacies making their way inside you. The outlet introduces the concept of eating out of the

pan, grill or oven, where food is cooked fresh for the guest to take back to their table.

Breakfast here is quite a grand affair. A must have for chocolate lovers is the Hot Chocolate

that is freshly prepared and steaming (will wake you up) but you can also opt for fresh fruit or

vegetable juices (they even have flavoured lassis). Health lovers will clap their hands as this

place also offers Celery Juice and Tomato and spinach juice! Pair these beverages with a platter

of seasonal fresh fruits and yoghurts or opt for more sinful options like pancakes with butter.

Though delicious, be sure to top it up with maple syrup as it may get a little dry. A cheese

platter with brie, camembert, emmental and cheddar will also delight. Strongly recommended

is a visit to the Lebanese counter with Hummos, labnah and fresh and hot pita bread. Available

throughout the day, don’t sweat if you miss it at breakfast. Dig into a whole wheat croissant

that is absolutely fabulous and you will not be able to tell that it is a relatively healthy option!

The Tomato and Mozarella Croissant is a must have, even if only a bit, and watch as it simply

melts in your mouth. Avoid mushrooms as they are tasteless and a little chewy. The usual egg
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station features here as well. The dosa can be slightly dry so keep your eyes on the stove and

request it to be cooked in butter. Besides all this, the usual milk, cereals, cold cuts and salads

are also available.

Lunch is an equally grand affair at the Dining Room, so ensure you have digested breakfast

to make place for this meal! Beat the summer heat with the Italian Smooch, a Mojito inspired

fresh mocktail, formulated with mint, lime, sugar, salt, crushed ice and topped with coke and

brown sugar. Sample the Cauliflower soup with cheese croutons, which is light and

delectable. A live pasta station will fulfil your Italian quota for the day as you sample small

portions made to order. You can add bits of chicken if you please. The sautéed market

vegetables cooked with Italian herbs and butter will open up your palate. The Asian section

practically calls out your name with savoury dishes like wok fried noodles and stir fried

vegetables but I went with a red vegetable thai curry with rice and paneer in black bean sauce

(from their a la carte menu) which I promise you will devour till the last drop. Perfect hint of

flavour with the right mix of spices and herbs, your ticket to South East Asia can now be

pushed to a later date.

Non-vegetarians can have the Grilled Fish, which they generally make with Snapper, but

being unavailable, they used the local fish which tends to be slightly dry, but the taste

absolutely made up for it. The Fish Pie is a continental lover’s delight as it is creamy and has

a buttery fish filling that overcomes the slightly chewy pie, If you want to have Grilled

Chicken, ask them to freshly prepare this dish to avoid cold and undercooked pieces, and

flavour it with some herbs before eating it. An absolute must have are the Shwarmas

(vegetarian with paneer made on request) which will bring the Middle East right to your plate
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and fill your stomach. Coming to the best part, make sure you keep some place for their in-

house prepared ice cream that comes in four flavours - strawberry, chocolate, vanilla and

coffee. You can also add a variety of toppings, but I would recommend them as is since they

really are good! In second place comes the chocolate fondue that you can pair up with fruits

or marshmallows (on request). Other desserts fall flat either because of the heat and climate

(as they put it) or because the tags are a tad bit mixed up so you are quite unsure of what you

are eating.

Dinner at this venue is quite reminiscent of lunch, so you can make up for what you left out.

The live grill offered freshly prepared corn and vegetable patties which almost immediately

melted in the mouth and was paired up with a cucumber raita. The non-vegetarian alternative

to this was grilled chicken, fish and beef in a yoghurt and garlic marination (as available for

lunch). Go for the lamb seekh which is quite full of masalas and will tickle your taste buds

(ensure that it’s well done else you will find it very chewy). It is not too spicy as they cater to

a lot of international guests too. The Jacket potato was a little tasteless, so you will need to

add some salt, pepper and herbs to it before you can actually eat it. A winner at this dinner

was the pizza with onions, bell peppers and corn – absolutely delectable and stays true to its

authentic roots. Desserts will fail to impress so fill your stomach with the food instead. A

small wish that they pick up their socks with regard to their sweet nothings. Desserts that are

meant to be served hot are cold. The rotation of the empty platters is slow, with the desserts

not being refilled quickly, so you are left staring at just the name tag imagining yourself to be

sampling the dessert.

An option at this grand hotel is The Verandah which is their signature restaurant. It is a must

visit purely for the design and layout of the outlet, which will definitely enhance any dining
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experience, adding a refined touch with its posh setting (only open for dinner). A Western-

style grill that predominantly serves meat and seafood in season with Middle Eastern and

Asian influences, the show kitchen is an impressive addition to this restaurant.

During your stay at the Grand Hyatt, if home-style Indian cooking is what you crave, then

ensure a reservation at their very popular Chulha restaurant. An informal, fun, local, home-

style food restaurant offering a five-star environment, you will not fail to notice the rural type

table setting. This is where you can satiate all your ‘chaat’ and Indian food cravings. Worry

not, as the food items served will be in small portions, encouraging the guest to order a larger

variety. The open show kitchen manages to set the tone for a fun meal and preps the appetite

for a tasteful experience. An absolute must have is the Palak Papri Chaat which has batter

fried pieces of spinach leaves with yoghurt, tamarind sauce, mint sauce and coriander sauce.

Of course, your ‘chaatful’ journey doesn’t end here, so have the aloo padi chaat, samosa

chaat and the dahi padi chaat which are equally mouth watering.

From their grills, have the Paneer tikka, which is so delicious that it practically melts in your

mouth. Highly commendable is their quality of paneer. The Lentil seekh kebab is crunchy

because of the lentils, but is a little too oily. The Tandoori Jhinga and the mutton seekh

kebab, though delicious, can be a little too spicy for the usual palate, so request them to tone

it down a bit. The main course offers a variety of fulfilling dishes that you will find at any

normal Indian restaurant, but the taste of Chulha’s creations are a definite victor. The Dal

Makhni (very heavy and a little tangy) can be paired with the Palak Methi Paneer, which is

quite innovative.

Putting a big bucketful of water over all this praise, watch out for foreign particles in your
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meal. The paneer makhanwala, however tasteful, came with a special topping in the form of

a white thread inside! However good the meal was, it was an instant dampener, and

completely marred the entire experience. For the sweet tooth, try the Jalebi or the Kulfi (very

powdery and settles down on the tongue) if you can recover from the ‘thread paneer’. Watch

out for the mosquitoes though (get a coil or a repellent put next to your table). The food

surpasses all expectations and happens to be the best Indian food one can get around India if

they take cleanliness seriously.

For a quiet and lazy evening, visit the Pool Bar and Grill as they serve refreshing and

innovative cocktails, comfort food, all-day delicious grilled dishes, light salads and home-

made ice-cream! Their brownie point is the proximity from the beach and the pool, so you

can feast your eyes on the beautiful sunset while an atmosphere of relaxation surrounds you.

The property also houses a bakery/patisserie for fresh bakery items, pastries, chocolates and

specialty coffees and teas along with retail items throughout the day. A visit to The

Confeitaria, therefore, is a must for all those with a sweet tooth!

If you are looking for an entertainment spot to hit over the weekend or just sip on a drink

with your partner, Capiz Bar at this property is the place to be with its in-house DJ playing

lounge music. Open from 4:00 pm until late, pick between a bar seating, lounge seating or

even a large outdoor terrace - though not advisable because the mosquitoes may just kill you.

Music, signature cocktails, mocktails and bar bites – what else can you ask for in Goa? A

perfect place to enjoy a sun downer!


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What makes this property is their warm, friendly and caring staff whose dictionary does not

contain the negation ‘no’. You will feel at home while they try their very best to ensure that

your stay with them is pleasant and comfortable. The housekeeping staff, however, needs to

pull up its socks slightly, and ensure that it implements its basic standards correctly. We hope

that there is no “The End” to this beautiful palace and that many will want to be a part of this

palatial journey.

1.2 Product/services

• Airport transfers

• Car park and valet services

• Baby Sitting (by prior arrangement)/ Camp Hyatt ® - kids Club

• Currency exchange

• Hair and beauty salon

• Multilingual staff

• Dry-cleaning and laundry services

• In-room dining

• Luxury car, car rentals and excursions on request

• Resort Centre

• Business Centre

• The Galleria - Shopping Experience

All Accommodations Facilities:

• Room sizes range from 50 square metres to 250 square metres

• (540 square feet to 2691 square feet)


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• Multi-channel satellite television

• High speed internet

• Multi-line telephone

• Electronic safe

• Individual climate control

• Over-sized bathroom with separate tub and walk in rain-shower

• Cotton linens and goose down duvet

• In-room tea and coffee-making facilities

• Iron and ironing board

RECREATIONAL FACILITIES

• The Shamana Spa features 19 treatment rooms including six couple suites with

• a private plunge pool, one Ayurveda suite and single suites

• Goa’s only 25-metre indoor lap pool

• Outdoor free-form swimming pool

• Fitness Centre

• Aquasail sailing centre

• Recreational Centre and dedicated team

• Adventure Park featuring wall climbing, zip-line, sky cycle, rope course and more

• Kids Playground

• Casino

MEETING & EVENT SPACE


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• The 1,150 square metres (12,400 square feet) pillar-free Grand Ballroom is

• divisible into three sections

• 680 square metres (7,400 square feet) of flexible meeting rooms and

• boardrooms

• Indoor and outdoor function areas

• High-speed wireless and broadband access

RESTAURANTS & BARS

• The Dining Room - Five interactive kitchens and daily changing cuisines

• Chulha - Our Indian restaurant featuring interactive kitchens and live stations

• The Verandah - Serving authentic Italian food

• Confeitaria Coffee Bar - Freshly brewed coffee, home-made bakeries,

• pastries, takeaway snacks & souvenirs

• The Asian Wok @ Pool Bar & Grill - Comfort food and Asian specialities,

• also focusing on sushi & dim sums during evenings

• Capiz Bar - Handcrafed cocktails, sheesha, tapas, happy hour, fireplace and live music.

• Bay View Lounge - Central meeting point

1.3Section within the organisation

In order to run the hotel As a functional unit ,there are several departments in the hotel which

work and coordinate together. Food and beverage service, Front office, Housekeeping,food

production are some of the core departments of the hotel. Other then these, the hotel also has

department like Engineering,Human Resource, Finance, security etc. And each department is
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equally important. I got an opportunity to work in two major departments that are Front office

and Human Resource.

1.3.1 Front office

There are various sections in the front office from which I have worked in two departments

that are:

1.3.1.a) Bell Desk:

Bell desk is a extended arm of front desk. There are many activities at the time of arrival ,

during the stay and at the time of departure of the guest which cannot be carried out from the

front desk but are to be carried out essentially, in order to provide services to the guest.

Function:

The bell desk’s function is also to handle and distribute mail and message received by the front

desk in the absence of the guests to their respective rooms. Also distribution or newspaper and

magazines etc. to various rooms and the areas of the hotel and keeping a record of the same is

done by the bell desk.

1.3.1.b) Grand club:

This is a concept of hotel within the hotel. Grand club is situated in the guest house seven.

Which is open from morning 9:00 am to 11:30 pm. All the VIP reservation where done in

grand club. Grand club had afternoon buffet and evening buffet. Afternoon buffet where known

as high tea where light snack are served and then there was evening buffet from 6 to 8 pm.

There was also a live counter during evening buffet. There was bar use to open during the

evening buffet for the guest . There were different hot and cold beverages where served like

tea , coffee, then sprite ,fanta,cocacola,soda water,etc. Also fresh juice and food was served

on guest request.
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1.3.2) Human Resource Department:

Human resources (HR) is the division of a business that is charged with finding,

recruiting, screening, and training job applicants. It also administers employee

benefit programs.

Function:

• The main functions of human resource management (HRM) are HR planning,

recruitment, workplace safety, training, development, compensation, labor

law compliance, managerial relations and employee and labor relations.

• Human resource planning

• Recruitment and hiring.

• Onboarding as well as ongoing training and development

• Performance management in hiring

• Managing employee and employer relationships

• Information sharing

• Developing a rewarding company culture

• Compensation and benefits

• Industrial relations

• Administrative responsibilities

• Overseeing disciplinary action


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2. Task(s) Handled

As a trainee certain jobs were assigned to me in the departments I worked which are as follows:

2.1 Bell Desk

• Escorting guests

During the time of guest arrival I used to welcome the guest and escort them to the

reception for there further procedure.

• Tagging luggage

There was luggage tags for the bags. The arrival tags where used for the check -guests and

departure tags where used for check - out guests. I use to put tag for the bags.once the

tagging is done half tag use to go to the reception and half tag were kept on the bell desk

for record .

(Please refere to figure no. 01)

• Taxi Billings

Guest use to book taxi for the pickup and drop to the hotel and also to go on different places

to visit. Different places had different taxi charges according to kilometres. So at the end

of the guest stay when guest is checking out the bill has to be made and handed over to the

guest .

(Please refere to figure no. 02)


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• Valley parking tags

If guest is coming by there own car for some type of function or for lunch and dinner than

for the parking of car tag was given to the guest which had two parts half of it were handed

over to the guest and half of it were kept at the bell desk with attached to the key

• Entry of tagging

After the tagging of every luggage I use to fill the sheet in which all the tag number of

every bag where noted for the security and the record of luggage.

(Please refere to figure no. 03)

• Attending calls

As I was the trainee I was not allowed to attend the reservation calls but I use to attend the

in house calls. I use to attend the call for the buggy request or any other guest requests.

• Dispatch luggage

Once the guest get their room I use to identify their luggage by the luggage tags and sent

the guest luggage by buggy to the guest house.

• Filling of errand card

Errand card is entry card where entry of every luggage was done. Daily I had to fill the

errand card in which I had to fill the number of bags and time of luggage arrived and at

the end of my shift I use to submit it to the team leader.

(Please refere to figure no. 04)

• Left luggage handling


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Left luggage is a guest luggage which is kept by the guest after check out from the hotel.

Which is a light luggage. After check out if guest wants to still visit some place but does

not want to carry his all the luggage than he keep that luggage as left luggage and take it

after returning.

2.2 Grand club


• Wiping of crockery & cutlery

I used to do the wiping of all the crockery and cutlery which was used in the grand club.

• Order taking & serving

Grand club access was only to the people who had included grand club in their plan.

Grand club is mpstly included in the VIP’s plans.Other guest had to extra charges to have

access to the grand club. I used to take order of the guest as per their request and serve

them.

• Buffet setup

I use to do the afternoon buffet setup which is high tea setup where light snacks where

served and another buffet setup which was evening buffet where their was live counter

and also bar setup where done.

• Stacking of plates in buffet

Once the buffet setup is done then I used to do the stacking of plates in the buffet counter.

• Clearance of table

I use to do the clearance of table and wiping of table


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• Table setup

Their was no table setup as such but in the evening we had to keep a candle bowl on the

table

• Napkin folds

I use to do the napkin folds. Their was a particular napkin fold that was book fold which

I had to do everyday and stack it in the cupboard

• Cleaning of table

In the morning on my duty the first thing I use to do is wiping and cleaning of all the

tables in the grand club

• Arranging buffet tags

Once the buffet setup is done than I use to identify the dishes and put the tag accordingly

• Pickup & drop of napkins

I use to count the dirty napkins and give it to the laundry and keep the record of it in the

book and get the fresh napking. With napkins I use to also get coasters and salwar mats.

• Stacking of beverages

I used to stack the cans of softdrink in the that is sprite, fanta, cocacola, soda water, tonic

water etc

• Refilling of sugar cady


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I use to fill the sugar cady after and before buffet and in the morning time in which their

was brown sugar, white sugar, zero calorie sugar etc.

• Cutting fruits

Their was variety of fruits in the grand club like dragon fruit , chickoo, banana, apple,

kiwi, orange,palm etc. I use to cut the fruits and serve the guest as per their order.

• Answer internal calls

I use to receive the calls which were within the hotel. The calls which were done from

different departements in the organization.

2.3Human Resource Department


• Updating of present – absent sheet

I use to update present absent sheet after every 15 days to keep the track of trainees

attendance.

(Please refer to figure no. 05)

• Update percentage sheet

Percentage sheet is the overall attendance percentage of the trainee which is also updated

after every 15 days which makes easy to know the overall attendance of the trainee at the

end.

• Joining formalities of trainees

Once the new trainee is selected for the training in the hotel there are some formalities

which has to be done. All the required documents has to be collected etc.
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(Please refere to figure no. 06)

• Allocating trainees

Once all the joining formalities are done than they are given allocation to the specific

department accordingly and it was my job to drop trainees to their allocated department

• Clearance of trainees

Once the training period of trainee got over than there are some forms which an intern has

to fill at their clearance procedure where in he has to fill an feedback form

(Please refere to figure no. 07)

• Making l.O.A

My job was to print the letter of appointment to give to the trainees. After some days of

joining as a intern letter of appointment was given and sign was taken on the register as the

proof

(Please refere to figure no. 08)

• Making certificate

I use to make the certificate for interns .

• Update feedback forms

After the clearance the feedback form which was given to fill to the interns my job was to

update in online in the system.

(Please refere to figure no. 09)

• Making calls
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I had to make calls to the new joiners to tell them about the date of their joining at about

the document

• Fileing

I use to file each and every document of joinings and clearance forms in the file according

to the arranged specific files

• Making stipend

At the end of the month I had to give the record to the finance department of how many

trainees has to given stipend of that particular month

(Please refere to figure no.10)

• Making of trainee register

After every month I had to make a new register for the interns for the record of their

attendance in which I have to check the recent trainees and left trainees record and update

accordingly.

• Training sheet

During every training session in the hotel every department use to take the training sheet

on which the session name when it was conducted everything was mentioned. Which then

I had to update in the Xcel.

(Please refere to figure no.11)


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3.Learning
As a trainee I got an opportunity to work in the hotel grand hyatt goa. I did my 2 month of

internship dated from 15th June to 15th may 2023 in two different dipartments that is front office

and human resource department.

3.1 Bell desk

First in the front office I was allocated on the bell desk their my first lerning was how

communication.i learnt how to communicate with the employees and the guest. I learnt how to be

polite and handle the situation silently. I also learnt that u should be alert at the time of luggage

dispatch so that if any luggage gets misplaced than you can identify.i lernt that whatever happens

you have to always have smile on your face in front of guests.

3.2 Grand club

When I was in the grand club I learnt and observed many new things. I got introduced to the many

new types of crockery and cutlery. I learnt how to do sevice to the guest. I learnt how to make

different types of fruit cuts and plating. I learnt that you should have a good communication skills

because you meet or interact many of the VIP’s or different people where communication is very

important.

3.3 Human resource department

Human resource department is one department where you have to be very alert while doing your

work. I learnt that you should be a good and quick listener while doing your work. I learnt that you

can not do a work alone in human resource team work is one very important thing. Always to carry
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out any activity or event in the hotel team work is one important thing. I learnt one most important

that is time management you should always have one skill of managing time as in human resource

department there are many meetings schedule and there are other important task for the business.

Managing time ensures that every item receives right amount of attention. One more think I learnt

is empathy which is a crucial skill in any work place which can help employee to understand one

another which may lead to the stronger relationship. Creating strong professional relationshipscan

help you advance in your career and create a positive workplace.


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4. Challenges
• Confidantiality

Some information in the human resources department was confidencial which we had to

take care of not exposing it out. I had to always move around with keeping in that every

information that was one big challenge for me.

• Work load

As a trainee I was given many tasks at a time by not only one employee but by different

employees so I had to do time management and complete all the targets on time where I

leart how to do a time management.

• Employee Engagement

Finding ways to engage with the employees knowing the fact that hotel is always busy was

very challenging . specially during training people could not attain the training sessions,

activities, games because of work

• Lack of knowledge

For instance when we are put into a section we are directly ask to do the tast without proper

training & instructions so I felt lost during 1st few day


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Appendix I (Sample of work done)

Figure no. 01 Figure no. 02

Figure no. 03 Figure no. 04


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Figure no. 05

Figure no. 06
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Figure no. 07 Figure no. 08

Figure no. 09
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Figure no. 10 Figure no. 11

Figure no. 12
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Appendix II : (photo while at work)


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Appendix III: (organization)


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THANK YOU

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