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INTERNSHIP REPORT
SUBMITTED TO
AND TOURISM)
BY
2130
AUGUST 2023
2
OFFER LETTER
3
4
5
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
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
Acknowledgments 6
Executive summary 7
1 Organization/Company
3 Learning 30-31
4 Challenges 32
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.
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
10
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
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
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
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
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
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
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
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
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
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
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
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
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
• Currency exchange
• Multilingual staff
• In-room dining
• Resort Centre
• Business Centre
• Multi-line telephone
• Electronic safe
RECREATIONAL FACILITIES
• The Shamana Spa features 19 treatment rooms including six couple suites with
• Fitness Centre
• Adventure Park featuring wall climbing, zip-line, sky cycle, rope course and more
• Kids Playground
• Casino
• The 1,150 square metres (12,400 square feet) pillar-free Grand Ballroom is
• 680 square metres (7,400 square feet) of flexible meeting rooms and
• boardrooms
• The Dining Room - Five interactive kitchens and daily changing cuisines
• Chulha - Our Indian restaurant featuring interactive kitchens and live stations
• The Asian Wok @ Pool Bar & Grill - Comfort food and Asian specialities,
• Capiz Bar - Handcrafed cocktails, sheesha, tapas, happy hour, fireplace and live music.
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
There are various sections in the front office from which I have worked in two departments
that are:
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
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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Human resources (HR) is the division of a business that is charged with finding,
benefit programs.
Function:
• Information sharing
• Industrial relations
• Administrative responsibilities
2. Task(s) Handled
As a trainee certain jobs were assigned to me in the departments I worked which are as follows:
• Escorting guests
During the time of guest arrival I used to welcome the guest and escort them to the
• 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 .
• 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 .
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.
• 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
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
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.
I used to do the wiping of all the crockery and cutlery which was used in the grand club.
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
Once the buffet setup is done then I used to do the stacking of plates in the buffet counter.
• Clearance of table
• 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
• Cleaning of table
In the morning on my duty the first thing I use to do is wiping and cleaning of all the
Once the buffet setup is done than I use to identify the dishes and put the tag accordingly
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
I use to fill the sugar cady after and before buffet and in the morning time in which their
• 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.
I use to receive the calls which were within the hotel. The calls which were done from
I use to update present absent sheet after every 15 days to keep the track of trainees
attendance.
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.
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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• 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
• 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
• Making certificate
After the clearance the feedback form which was given to fill to the interns my job was to
• 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
• Making stipend
At the end of the month I had to give the record to the finance department of how many
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
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
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
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.
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
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
• 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
• 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,
• Lack of knowledge
For instance when we are put into a section we are directly ask to do the tast without proper
Figure no. 05
Figure no. 06
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Figure no. 09
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Figure no. 12
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THANK YOU