intership report

INTERNSHIP REPORT

SANJIT V SHINDE

MIA4

RAMADA NAVI MUMBAI

INDIA, MAHARASHTRA

NOV 2011 - APR 2012

IntroductionHistory and growth of the Hotel

RAMADA Hotels & Resorts WorldwideType Public

Industry Hotel chains, tourism

Founded 1954 in Arizona U.S.

Owner Wyndham Group

Headquarters 1 Sylvan Way Parsippany,

New Jersey, 07054

Products Temporary Residence

Revenue US $ 5.91 Billion (FY 2011)

Operating income US $ 638 Million (FY2011)

Net income US $ 329 Million (FY 2011)

Total assets US $ 9.70 Billion (FY 2011)

Total equity US $ 1.62 Billion (FY 2011)

Website www.ramada.com

Ramada International is the company that owns, operates, and franchises hotels using the Ramada name outside of the United States and Canada. Ramada International was formerly owned by Marriott International, a competitor of Cendant, which owned Ramada in the United States and Canada. In 2004, however, Cendant purchased Ramada International from Marriott, which gives Cendant worldwide rights to the Ramada name. Despite now being under the same ownership, Ramada and Ramada International remained separate entities. In 2006, the hotels and hospitality divisions of Cendant were spun off into Wyndham Worldwide.

RAMADA

NAVI MUMBAI

Ramada Navi Mumbai is a unit of Saikripa foods services pvt.ltd. Owned by Wyndham group of hotels. Established in the year 2011 and has completed four years with great growth of sale. The growth has been tremendous in case of food and room sales. Ramada Navi Mumbai is known for its specialty restaurants, banquets and extremely beautiful rooms. Fresco, Coffee Scape and Golden Jade are some of the best restaurants in the hotel known for its food and drinks. Ramada offers Standard, Deluxe, Elite Class, Club Cavana and Millennium suites for the guests. Ramada Navi Mumbai consists of 100 rooms. Ramada Navi Mumbai is also very known for its barbeque parties which is held every month in the winter season. Ramada Navi Mumbai is considered to be the best spot for business tourist and for the people who have to come to visit Mumbai for the first time. World-class facilities and services, refreshing rituals and countless opportunities for relaxation and renewal leave guests of The Ramada Navi Mumbai feeling better than when they arrived. Your experience begins with our Sensory Welcome inside the hotel lobby, where signature scents and botanicals uplift your spirit.

The Ramada Executive Club Lounge and Business Center are designed and equipped to enable complete productivity while away from the office. Families visiting The Ramada Navi Mumbai will delight in our Ramada Service. Immerse yourself in invigorating fragrances, soothing sounds and sublime massages at the Spa by Ramada. Our state-of-the-art Ramada WORKOUT® Gym allows you to maintain your usual fitness regime while away from home. Finally, our outdoor pools allow you to swim laps or make a splash with the family.

Whether you’re travelling for business or leisure, we offer a full menu of thoughtful and state-of-the-art amenities that will leave you feeling better than when you arrived. From our fully equipped Ramada WORKOUT® Gym we promote a foundation of wellness that will rejuvenate your body and mind. Our business centre, meeting spaces, and High Speed Internet Access promote productivity, while our outdoor pool area invites you to cool off with an invigorating swim. No matter what’s on your itinerary, The Ramada Navi Mumbai will inspire and renew you every moment of your stay.

Address:

HOTEL RAMADA,

Millenium Business Park,

Mahape, MIDC Industrial Area,

Navi Mumbai, 400 710 , Maharashtra, India.

Telephone: 91 22 6151 40 00.

Fax: 91 22 6151 40 40.

Contact: www.ramadanavimumbai.com

Facts at a Glance:

Height: 68 feet Floors: 7 floors Completion: 2011

LocationRamada Navi Mumbai is situated in the Millennium Business Park at Maahape MIDC. It is close to proposed Airport which will be built in Navi Mumbai and Mumbai-Pune Expressway. It is also nearby to the Dr. D. Y. Patil Cricket Stadium Navi Mumbai. It is nearby to Dhirubhai Ambani knowledge city.

FACILITIES PROVIDED:

High speed internet connectivity in rooms & public area Fitness Centre Swimming Pool Jacuzzi Round the clock Concierge Service Round the clock Security Service & Close Circuit Camera in all public areas Round the clock Room Service Tea Coffee Making Facili ty Digitally secure safes Choice of Newspaper Hair Drier Close Shave Mirror 32” LCD Televisions in rooms Voicemail Foreign Exchange Currency counter Non-smoking wing Iron and ironing board available on request Valet Parking Mineral water Doctor On Call Travel desk Business Centre Laundry & Dry Cleaning Services

My Role:I got my internship in Hotel Ramada Navi Mumbai for six months as an intern as trainee. As per the rules of internship I had to work in all operational departments of the hotel. I started my training in the month of November 2011. I started my internship with the first department that is kitchen, then front office, food and beverage and last was housekeeping.

(I) KITCHEN

Indian Kitchen. It used to serve the guest who used to come to Hotel to try out Indian cuisines. Indian Kitchen was connected to Indian Specialty restaurant named Golden Jade and used to serve food to banquets. I have worked in this kitchen for 2 weeks. I looked after the inventory and the refilling of the ingredients to be required by the kitchen. I used to help in the pre-preparation of food. I was supposed to look after the making of Indian gravies used for making variety of dishes. Onion gravy, Cashew nut gravy, bhuna gravy etc. First few days I was given the work of cutting and slicing onions, Tomato and other vegetables. After my first week I shifted to the other department of the Indian Kitchen that is Tandoor. In this department I looked after the roasting of roti and different meats and vegetables.

Continental Kitchen. This kitchen used to serve two restaurants that is Fresco and Coffee Scape In this kitchen all the trainees where given the work of pre preparation and preparing sauces for making continental dishes. Here in this department I was asked to work with the chef who was in charge of giving the final touch to the dishes.

Chinese Kitchen. This kitchen used to serve all the restaurants including Veg Craft and banquets. As I had learned various cuts of vegetables I was asked to cook food with the chef and other commis. Various food dishes like Hunan chicken, Chicken chilly, Man chow soup, Fried rice, Singapore rice, triple noodles etc were made by me as I was very good with Chinese than the other two cuisines which were been served in the hotel.

Bakery. In this part of the kitchen there was lot to learn. Pastry making, icing, bread making, cake preparation, puff pastries and chocolate making. In bakery I was in charge of preparing loafs of white and brown breads, Pastry making, making the filling for puff pastry, preparing soufflé, mousse, chocolate parfait, making different flavours of chocolates. Every day in the morning used to make 4-5kgs of vanilla and chocolate, veg and egg sponge cakes. Which were then used for making cakes, tiramisu and other desserts. After few days of making sponge I was allowed to help the chef in making cakes.

Garde manger. This department is responsible for making salads, margarine sculptures, chocolate sculpture and cold sauces. Here I used to do the cutting for salads and also used to help the chef with the sculpture designing and planning out the area for salads etc. Also used to make cold sauces for salad like mayonnaise. This was one of the best department I enjoyed working in the kitchen.

Butchery. In this department of kitchen the trainees were not much allowed to touch or to cut meat. But I was given the chance to and I used to cut, debone chicken, thawing of chicken and cutting the chicken into curry pieces. I also used to cut meat and debone fish for stock. Also used to slice Basa fish for starters etc.

(II) FRONT OFFICE

Reception. I worked in this department for 3 weeks in night shift. In this department the first job I did was the reception. I used to look after the room availability. Booking and cross checking of the reservation of the guest. As it was a night shift I used to stack up all the documents of the guests and also take out their passports and visa copies as it used to be sent to the headquarters of police. Welcoming guest, helping them with their keys, helping them in knowing their passwords and username for Wi-Fi access.

Bellboy. I used to work as bell boy. That is picking up the luggage of the guest and helping them to reach their room. Helping them in opening their room and letting them know the specifications of the room and how the other electronics and automatic things work (especially when a guest used to book a presidential suite, a brief explanation of room and amenities has to be given to the guest after entering the room)

(III) FOOD AND BEVERAGE

Banquets. In banquets I used to clean plates, glasses, polishing of silver cutleries, mise en scene and mise en place, setting up the cover, arranging the tables and chairs, starter service, worked on live counters for making omelettes, pancakes, waffles, rolls, few Indian deserts.

Golden Jade (Fine Dining restaurant). In the fine dining restaurant I used to do the cover setup, silver service, act as a runner. Many times there used to be parties organised in the fine dining restaurant during the festivals, that time I used to work behind the bar and help other staff in making cocktails, mock tails, wine service and beer service.

Fresco and Veg craft. Used to do the same work as I used to do in the fine dining restaurant. Only working on the live counter and making fresh fruit juices were new addition to the work.

Coffee Scape. Helping staff to setup the buffet for Lunch and dinner and sometimes breakfast during my morning shift. Cover setup and proper service of coffee and tea was done by me. Co-ordinating between the kitchen and the coffee shop. Refilling the buffet and see to it that the live counter works well.

(IV) HOUSEKEEPING

Independently executing projects and assignments, in close contact with the Executive Housekeeper. Taking care of daily returning tasks such as linen ordering and performing checks. Assisting the Executive Housekeeper with the administration of the department. Assisting (and when possible independently executing) with services in the linen room. Assisting the outsourced company responsible for all cleanliness in the hotel. Cross train in other departments of the hotel

Rooms. Service and cleaning the rooms. Making beds and see to it that all the dirty linens are sent to the laundry and new ones are replaced by the old one. See to it that all the amenities are available in the room. Cleaning and vacuuming the room and cleaning every nooks and corner of the room. Keeping ready the room with other staff members and then reporting to the Front office.

Public area. Cleaning the area outside and inside the hotel. Vacuuming and sweeping the floors and use right chemicals for cleaning the floor, Toilets, glasses, mirrors and wooden surfaces. Using if different machines to clean the area. Cleaning of banquets, swimming pool area etc. Cleaning Public areas also includes cleaning of other articles like artificial trees and lamps.

WHAT I HAVE LEARNT?(I) KITCHEN.

Various cuts of vegetables. Various kinds of vessels used in kitchen. The standard procedure followed by the staff to prepare food items. Quality time check of the dishes. Different types of vegetables, fruits and their nutritive value. Gravies used in Indian Kitchen to make Indian dishes. Right temperature at which the food should be served. Use of wine and other alcohol in food. Salads cold and hot. Sauces used for making continental dishes. Cuts of meat and fish. Various styles of cooking, baking and Mixing. How to do the inventory.

(II) FRONT OFFICE.

Software used for reservation and booking. Guest welcoming and solving of problems. How the reservation and booking of the rooms are done.

(III) FOOD AND BEVERAGE.

Styles of serving(silver service etc) Serving of wine and alcohol. Cocktails and mock tails recipes. Quality check of the food. Cutleries, glasses and other items used in Food and Beverage department.

(IV) Housekeeping.

Different types of chemicals used in cleaning. Laundry working.

Linen descriptions and other amenities. Standard operating procedures. Bed making and public area cleaning. Cleaning procedures. Staff uniform. Inventory and amenities.

Whatever I have learned in my training has helped me a lot in terms of professional as well as personal point of view. When I did my training I got all the information and the style in which the hotel works. As I had worked in a newly opened hotel I got to do all the things and participate in each of the event and work taken place in the hotel. This also helped me with my academics later. I had a brief knowledge of how the hotel works. I got to know many things as I have mentioned above in points. The most important point was that I started to live like an hotelier after my training. The discipline and habits which I used to follow in my training had developed inside me which later on helped me to get a good job after my academics. If we take into account the personal point of view then it was the best training I ever had. The working environment was every warm and the staff was also very kind. I developed a negative feeling while working in the kitchen as the staff there were not that friendly and kind. Still you have to mix up with the people who you don’t want to work with. But later on when I got my hands on everything they started to give me new challenges and when I used to complete it I used to get appreciation from all the staff members in the kitchen. When I used to work in the food and beverage department I saw people working for more than 14hrs a day but still they used to come the other day at 9am sharp. After observing this I developed professionalism within me and started following them. This habit helped me a lot when I used to work. Punctuality is a very important point in professional life. The staff members in the food and beverage used to work hand in hand. They used to be so friendly that the guest used to feel like he is at his place enjoying the food. Being a staff in hotel and serving as a friend to the guest is the best thing a person can give to the guest. In Front office I observed that people were not friendly and some were very rude with the guests. They used to take out their personal anger by being rude to the guest. I dint like the way they used to talk to the guests. I learned a lot from few staff members who thought me how to use the software for reservation and other things. It was not a good experience working in the front office in reception as well as being a bell boy. During my training period in housekeeping I learned that hotel not only works on the food and beverage and kitchen but a very important part of the hotel is taken care by the housekeeping department. Here in this department all the staff was very friendly. The housekeeping manager always used to look after us and marked us on our day to day performance which helped us improve and develop the skills required for being a good housekeeping person. Housekeeping directly helped me with improving my cleanliness and standard of living. When I talk about the hotel staffs and the influence it has done in my life I would say both negative as well as positive but more on the positive side because whatever I have learned has always helped me to face difficulties that I faced in professional life. The Human Resource department of the hotel made a great impact on my life. I started liking Human resource because they used to handle the hotel very nicely. The human resource department used to do a wonderful job in terms of leadership. They used to resolve conflicts between the departments every easily and smoothly without creating problems. They used to mark their staff and get feedbacks from the trainers and managers about how they work and about their performances each month. If a person had a really bad record then the human resource manager himself used to sit with the staff and make him understand. For

motivating the staff there always used to be promotions in all the departments. But for the smooth flow of work there used to be demotions for the person who dint perform well from last 3-4 months. There used to be parties every month for the staff members in the hotel banquet and there used to be felicitation of new joiners and who was the best performer of the month. This motivated the staff members to work hard. Thus my internship had great impact on my personal life as well as on my professional life in both the negative and positive ways.

Special Point

In-house training

(Training of staff and trainees)

In modern hotel business, it is all about competence in people, and especially the employees qualities. The level of service quality depends on the qualities of employees. The qualities are about knowledge, skills and thoughts which lead to a hotel’s survival and development. Therefore, staff training is essential in many ways; it increases productivity while employees are armed with professional knowledge, experienced skills and valid thoughts; staff training also motivates and inspires workers by providing employees all needed information in work as well as help them to recognize how important their jobs are. Staff training enhances the capabilities of employees and strengthens their competitive advantage. Effective training will improve the personal characters and professional abilities. Not only employees, management and organization would benefit from staff training, customers and guests benefit as well, because of the received quality products and services.

Staff has various benefits through in house training that are

Increases job satisfaction. Encourages self-development and self-confidence. Motivates the employees towards personal goals. Allows the employees to become productive.

There are also benefits to the organization that are

Leads to improved profitability. Reduces accidents and safety violation. Aids in organisation development. Reduces wastage and costly employee turnover.

There were some procedures which were been followed by the Human resource department for training the new recruited staff that is as follows:

Apprentice training.

To introduce hotel general information and basic knowledge and skills needs at work. This training helped in building up strong and good relationship with other staff members and other departments. It helps in setting up right attitude towards work.

On Job training.

Employee’s professional quality is the key of hotel services, the rules and principles of work are taught in this kind of training, besides, courtesy, manners and techniques of handling interpersonal relations are taught as well. This kind of training aims to train employees to learn the best way to do the work in the most quickly and effective way.

Language training.

Every staff is required to at least speak two languages. First the local and the national language and other is English which is the language used internationally all over the world. In my hotel the first language was supposed to be Hindi (National language of India).

Standard procedure training.

In this the staffs are trained on the basic knowledge and skills and some standard operating procedures which hotel follows. More focus is given on improving administrative skills, telephone techniques, guest relations, safety and first aid.

Cross training.

This is done to ensure that the staffs increases the ability of adjusting to distinguished environments, it helps the staff to receive knowledge and skills from other departments.

The procedure used for the trainees were different as compared to the staff training. They are as follows:

1. Planning.2. Assessing the training needs.3. Assessment.4. Evaluation.5. Feedback.

1. Planning.

The Human Resource department and the manager used to plan a schedule for the trainees. The schedule included the department in which we will be working, for how many days and our shift timings. The planning is done in the beginning so that the training goes smoothly without any problems.

2. Assessing the training needs.

The Hr department then used to see to it there are few tutors for us who can help us in understanding the day to day work which was carried in each department. They also used to check that there are all the materials and things available for the training purpose.The tutors always used to be the assistant manager of the particular department in which the trainees are.

3. Assessment.

The trainees are given proper knowledge about how the work goes on in the department. They are also thought about the other basic knowledge, standard operating procedure, working of machines which are used in a particular department and its working etc. after every week there used to be a test on which we were evaluated and feedbacks were been given.

4. Evaluation.

Evaluation used to be done by the head of the department in which the trainee used to work for that week. Evaluation used to be done on the basis of the work done, punctuality, cleanliness, assessment, what the trainee has understood and learned about in the last one week. This procedure of assessment and evaluation is one of the best procedure for the trainee to understand where he stands and what all he has learned from the department and training.

5. Feedback.

Feedback used to be given by the manager. Let it be good or bad still the manager used to give feedbacks and asked us to work on our drawbacks and what we had missed. These feedbacks were very useful as per me when I was doing my training. This pushed me to learn more and more new things about the departments and face new challenges. The feedbacks were given on the paper which had to be submitted to the college where I used to study. These feedback forms also carried marks which were then added to our semester marks and grades.

SUMMARY

In this report I have explained the details of my professional experience which was a part of my academics curriculum of my college IHMCTAN, Mumbai. This internship has helped me learn a lot about hotels and the work carried in it. This experience has helped me a lot in my professional as well as personal life. There has been a very positive impact on me after this training which has helped me in my academics as well as in my professional life.

In this report I am not only showing what I have learnt and experienced and gained, but taking you through the journey of my learning. Hotel Ramada Navi Mumbai was the best place for achieving such knowledge and experience. Every person and staff of the hotel played a vital role in making sure that there were no problems faced by me and also helped me by sharing their knowledge.

I thank all who made my internship a beautiful experience.

ACKNOWLEDGEMENT

www.ramadanavimumbai.com (official site of the hotel)

https://maps.google.com/ (location)

www.theseus.fi (information given by the Human resource manager of Ramada 2011)