1. BACHELOR OF HOTEL MANAGEMENT
Industrial Training – Internal
BHM 114
Training Report
Presented in partial fulfillment of the requirements of
2nd
Year BHM
Under
Manipal University
REGISTRATION NO.
151401482
Welcomgroup Graduate School of Hotel Administration
(A Constituent College of Manipal University)
Manipal – 576 104
2nd
Year BHM Degree
Industrial Training – Internal
2. Training Report
Name of the Student : Shanil Patel
Course : 30th
Course
Registration No. : 151401482
Student’s Signature :
Examiner’s Signature
Date :
CONTENT
S.no HEADING Page
no.
1 Preface 1
3. 2 Acknowledgement 2
3 About IHG 3
4 Crowne Plaza 4-9
5 Orientaion process 10-11
6 Experience 12-14
7 Teamwork 15-16
8 Food Outlets 17-20
9 Personal Views 21
10 Conclusion 22
4. Preface
Crowne Plaza Rohini
Twin District Centre, Sector 10, Rohini, New Delhi, Delhi 110085
Date- June 1st, 2016 – July 15th, 2016
Name- Shanil Patel
This is the day, I was so excited to do work in Crowne Plaza. This was my second
working experience in the hotel industry since I started my program of hospitality
management.
I knew right away I was going to have an amazing time during my 6 weeks’ internship.
On the 1st day of my internship, there was a small orientation where, I met students from
different colleges who came to do their training. We filled all the necessary documents,
completed all the formalities of the training After this, we met Mr. Diwakar Tiwari (Chief
Engineer) he told us, all about the different types of fire extinguishers and how to use it,
explained about the evacuation procedure, etc., then he was followed by Mrs. Aarti
Agnihotri (H.R. Manager), she divided us into groups and assigned us different
departments and told us what time we had to report next day.
Next day, I was supposed to report to banquet at 4 P.M., I came at 3:30 only. My timing
was from 4P.M. to 1A.M., they never left me on time. Every day, I was left by 5 or 6.
There was no particular timing for coming and going. But I learned a lot that how to
make people work, how to operate a dish washer, etc.
After 10 days, I was transferred to Housekeeping Department, there I used to work as a
room boy and also worked for 2 days in laundry.
Then I was transferred to Front Office where I worked as a bell boy at concierge, I used
to tag luggage and assist guests to their respective rooms. Front Office was the only
department where the trainees were departed from their duties at accurate time.
And last but not the least I was transferred to Banquet Kitchen, where I learned to cook
in bulk for banquet parties. I used to work in continental sections and at live counters
during the event. I used to prepare mis-e-place for soup and used to precook all the
pasta. Once the chef offered me to fry Grill 500 pax of fish. That was one of the real
work which I realized I did at my training period.
5. ACKNOWLEDGEMENT
I would like to thanks Mrs. ParvardhavaniGopala Krishnan (principal)and our
training manager Mr. RahulShedbalkar for giving me the opportunityof doing the
training in CROWNE PALAZA Rohiniand I would like to thank all my faculties of
giving me advice of what to do and how to behave during my training and it helped
me a lot. It was great experience and I’ve learned a lot during mytraining. I want to
thank once again to my faculties for teaching us the basic things and techniques in
the practical’swhich helped me a lot during my training and helped me control
pressures during my workin all the departments. I am so proud to study in this
institute.
6. ABOUT IHG
Pan American Airways founder Juan Trippe established the InterContinental brand as a division
of PanAm and opened the first hotel in Belém, Brazil in 1946. On August 19, 1981, PanAm sold
holding company InterContinental Hotels Corporation (IHC) to UK-based Grand Metropolitan for
$500 million. As GrandMet focused its core business and expanded into fast food through the
purchase of Burger King, it sold IHC to Japanese-based Saison Group in 1988.
In March 1998, Saison Group sold IHC to British brewery Bass, which traces its roots back to
1777, when William Bass established the Bass Brewery in Burton-upon-Trent. In 1988, in
reaction to the British government limiting the number of pubs which brewers could directly
own, Bass invested in the expansion of its small line of hotels. In 2000, Bass sold its brewing
assets (and the rights to the Bass name) to the major Belgian brewer Interbrew for £2.3 billion
and changed its name to Six Continents.
In 2003, the independent corporation InterContinental Hotels Group (IHG) was created after Six
Continents split into two companies: Mitchells & Butlers took control of the restaurant assets
and IHG focusing on hotels and soft drinks. IHG retained Britvic, the soft drinks division, until
December 2005 when it sold its interest in the company by an initial public offering. In April/May
2014 the company reportedly rejected a $10 billion takeover bid from an unknown suitor,
believed to be Starwood.
The company worldwide headquarters and Europe offices are in Denham, Buckinghamshire in
England. The Americas office is in Dunwoody, Georgia in Greater Atlanta. The Asia, Middle East,
and Africa offices are in Singapore. The Greater China offices are in Pudong, Shanghai.
In 2006, IHG and Lend Lease Group (Lend Lease US Public Partnerships), joined forces in the
Privatization of Army Lodging program. IHG Army Hotels is a division of IHG that manages on-
post hotels and lodgings in 39 different locations in the U.S., including Puerto Rico.
7. CROWNE PLAZA
Crowne Plaza is a chain of full service, upscale hotels catering to business travelers and to the
meetings and conventions market. It forms part of the InterContinental Hotels Group family of
brands, which include InterContinental Hotels & Resorts and Holiday Inn Hotels & Resorts, and
operates in 52 countries with more than 400 hotels, usually located in city centers, resorts,
coastal towns or near major airports.
Originally branded as "Holiday Inn Crowne Plaza", the first United States Holiday Inn Crowne
Plaza Hotel was opened in Rockville, Maryland, in 1983. Within a couple of years, the brand was
spun off as an independent chain (still owned at the time by Holiday Inn). The first Crowne Plaza
Resort opened in Madeira, Portugal in 1999.
Today, the brand represents 404 hotels globally in 52 countries with 112,317 rooms (as of March
2016) and an expanding 81 hotels in the pipeline. In 1990, the InterContinental Hotels Group
purchased the Holiday Inn family; today its portfolio includes the luxury brand InterContinental
Hotels & Resorts, the upscale boutique brand Hotel Indigo, the upscale extended stay brand
Staybridge Suites, the midscale extended stay brand Candlewood Suites, the midscale, full
service brand Holiday Inn Hotels & Resorts, Holiday Inn Club Vacations, EVEN Hotels, HUALUXE
Hotels & Resorts, and the midscale limited service brand Holiday Inn Express.
8. THE CROWNE PLAZA VISION
“Great Hotels Guests Love”
MISSION STATEMET
“To do everything we can to guarantee a ‘wow’ experience for every guest in the
hotel so they would love our hotel and keep coming back.”
5 winning ways
Our Values are Our 5 winning ways:
1. Do the Right Thing
We alwaysdo whatwe believeisrightand havethecourage andconvictionto putit
into practice, even when itmightbeeasiernotto.Wearehonestand
straightforward and seeour decisionsthrough.
We keep our promisesand wedon’tletpeopledown.
We seekoutthefactsand trustourjudgment.
We takedecisionseven when theyaredifficult.
2. Show We Care
9. We wantto bethe companythatunderstands people’sneedsbetter thananyone
elsein our industry.Thismeansbeing sensitiveto others, noticingthethingsthat
matter andtakingresponsibility forgetting thingsright.
We treatpeopleasindividuals.
We lookandlistenforthelittlethingsthatmakea difference.
We useour experienceto findnewways to deliver greatservice.
3. Aim Higher
We aim to beacknowledgedleadersin ourindustry,so wehavebuilta team of
talented peoplewho havea strongwillto achieve. Westrivefor successand value
individualswhoarealwayslookingfor a better wayto do things.
We putourheartsinto learning newthings.
We challengeourselves andthosearound us.
We alwayslookfor waysto improve.
4. Celebrate difference
We believethattheknowledgeof ourpeoplethatreallybringsour brands to life.
Whileothercompaniesmaywantto imposea rigid,uniformviewof the world,we
do not. Our globalstrength comesfrom celebrating localdifferenceswhilst
understanding thatsomethings should bekeptthesame.
We welcomedifferentperspectivesandlistento everyone’s ideas.
We arerespectfulof allculturesand lookto learn from others.
We playan activerolein thecommunitiesin which weoperate.
5. Work better together
Whenweworktogetherwearestronger. Weareatour bestwhenwe
collaborateto form a powerful, winning team. Welisten to each otherand
combineour expertise to createa strong, focused and trusted groupof people.
10. We workhardto develop excellentworkingrelationships.
We think aboutwhatwedo andhowitmightaffectothers.
We trustandsupporteach other.
11. Orientation Process
1st
June 2015,
This is the day; I was waiting for I was so excited to do work in IHG’sCrowneplaza
Rohini. I wanted to know abouthow does a hotel works. I wanted to meet new
people. I wanted to know how an employee can become a manager. Itrequires
lots of hard work as well as smartwork and I wanted to learn, improve and develop
new sets of skills.
This was my second working experience in the hotel industry since I started my
program of hospitality management. I’ve chosen IHG as my internship company.
The main reason I choose this companyis because CrownePlaza Rohini is a new
propertyof IHG which is a business class hotel in the capital.
I knew right away I was going to have an amazing time during my 6 weeks’
internship. On the 1st
day of internship, there was a small orientation where, I met
students from differentcolleges who came to do their training in IHG’sCROWNE
PLAZA. Then we filled all the necessary documents, completed all the formalities of
the training. We met Mrs. Aarti Agnihotri(HR manager of CrownePlaza Rohini),
she told us about hotel in detail, like its rooms, restaurant, safety and security, etc.
The first day was like this, my training started on 1st
, I was in the banquetservice
from 2p.m. to 4a.m. My position there was as a back-area person and arranging
the whole store for 1week, then I was sent to the specialty restaurantSpiceArt
there I worked for 3 days in which I spent 1 day in their wine cellar. I have written
my experience very generously. Overall it was an amazing experience and I have
learnt a lot from this internship and I’m looking forward to use this experience in
my futurejobs...!!
12. ORGANISATIONAL CHART
An organizationalchartis a diagram is a diagram that sows the structureof an
organization and the relationships and relative ranksof its partsand position/jobs.
It is very useful to know to whom, and how the chain of command works.
AdministrativeLevel Director/Head of Management
Hotel Manager
Executive Level Assistant to Hotel Manager
HR Manager
OperationalLevel Customer Reprentative
Chefs(or cooks)
Hotel’s Supporting Staff
13. EXPERIENCE
INDUSTRIAL TRAINING: 1ST
JUNE- 15TH
JULY
CROWNE PLAZA ROHINI:
1. F&BService (10 days)
2. Housekeeping (15 days)
3. FrontOffice (10 days)
4. Food Production Banquet(10 days)
1. F&BService
I started my first workexperience by working in the banquetservice. My first
work was to take outthe plates and wipe them and arrangethem in caddies.
There were 10 trainees in total in banquetservice and the trainees had to do
over time in cases of anyevents even trainees from other departmentwere
also pulled out to do work in service while any event. This type coordination
was only possible because of our executive chef who also used to handlethe
post of F&BDirector. Crown plaza had 3 banquets and 3 board rooms
1. Crystal
2. Safire
3. Emerald
A specialty restaurantSpice art and a bar named Connexion and a coffee
shop.
From 2nd
day, I came at 3p.m., I went to the supervisor and he assigned us
the task of removing all the tables from the banquetto the back area and
arrangethem in banquet again according to supervisor’sinstruction. I
learned how to attach a dance floor and the stage, how to cover up the
sofas and the chairs, setting up live counters, etc.
14. After a week I was sent to the specialty restaurantSpiceart where I used to
perform evening service. I worked in spice art for just 3 days but learned a
lot.
2. Housekeeping
This was the second department in which is started working and it turned
out to be one of the most amazing department. I had to work for some
moredays as the HR was not able to changemy departmentbecause of the
Audit. I also became a partof the audit and I used to work with one of the
best housekeeper and he asked me to workwith him.
For the first few days me and a group of other trainees were allotted the
task of cleaning all the back of the house corridorsand liftlanding Ares.
Then we had to clean the fall ceilings.
Then I used to clean guest washroomsin which I had to clean the WC,
Bathtub, Vanity counter and finally had to vacuum the whole room.
I was also appreciated by the housekeeping manager for finding a dirty plate
which was hidden under the bed when I was mopping the guest room floor
and was left by the room boy as I couldn’tcoup with his speed.
During the audit, I also performed carpetshampoo cleaning and the deep
cleaning of each and every audit room. Though thehotel failed in the audit
due to some lower revenue generation problems. But all together it was a
great experienceworking in the house keeping.
I also got a chanceof performing a doubleshift as the trainee who was
supposed to perform nightshiftgot absent without any prior notice.
3. FrontOffice
Frontofficewas oneof the strictest departmentsas there was a grooming
check daily and u had to handle so many guests, escorting them to the
banquethalls and to the room.
My daily job was to repotat 8a.m. then take bags of all the officials and
leave them in their respective cabins, during the day if therewere no check
inn or check outs, the concierge used to make us stand at the gates to open
15. and close the gates as the guests used to come. But once I surprised the
conciergeand the duty manger as they were both teaching all other trainees
how to create a booking, as a was the only trainee who didn’twent for the
education he angrily called me and asked me if I know anything about
reservation and I turned him off as I knew to create a reservation. That day I
stood away for the rest of the trainees.
4. Food production Banquet
As my last departmentwas food production and my favoritewas so filled
with energy and the chefs were also so happywith my energy as I never
made any excuses when a chef gave me a task like other trainees But still
officially I used to workfor continental section in the banquet kitchen during
day and at nightI used to work at live counters.
At the continental section my daily work was to thawcorns, perform mis-en-
pla for the baked vegetables and used to boil the pasta for the live counter
and grate cheese, make vegetable stock, etc.
I was very much appreciated by my chef when once he showed me how to
grill an egg battered fish and I had to make 450pax of thatfish. According to
him I was one of the trainees who worked with presence of mind, I was
slower than other trainees but my work was always consistent and very
good.
16. TEAMWORK: Interpersonal and
Interdepartmental
1.Housekeeping
No individualdepartmentin anyhotel can work in isolation. The
housekeeping department, is just oneof the departmentin a hotel working
towardsthe satisfaction of the guests, and each departmentis dependent
on othersfor information and services if its work is to be accomplished
effectively. Within the roomsdivision, housekeeping primarilycoordinates
with the front-officeand maintenance.
With Frontoffice
VIPs in house: this information is essential so that the staff can take a little extra
care and keener precautions in cleaning and supervising VIP rooms.
Groups in the house: the group rooming list must be provided before the group’s
arrival to the housekeeping as groups tends to move together in terms of arrival,
departure, sightseeing tours and meals. Their rooms need to be readied together in
view of strict time parameters. Group rooming lists enable the hk department to
organize their work and have the group’s room ready on time.
Crews in the house: Sometimes the arrival of a crew and the departure of another
crew from the same airline may overlap. In such circumstances, it is important for
the allotted rooms to be cleaned within a short period of time. Thus for this there
should be a effective coordination between front office and housekeeping.
With F&BDepartment
The coordination of housekeeping with the restaurants and banquet halls is
mainly concerned with the provision of linen and uniforms.
On his/her part the restaurant manager should ensure that the time set for the
exchange of linen must be maintained and linen should not be lost or misused.
There should be coordination to maintain minibar in guest rooms.
The housekeeping should be well informed about the forthcoming banquet
function in advance so that housekeeping will arrange everything to organize
that function.
House keeping may also have to arrange for flower decorations for banquets.
The coordination between the two departments becomes particularly
necessary in collection of trays from the guest corridors which are collected
from the room, placement of fruit basket in special rooms.
17. In many hotels housekeeping also looks after pest control in restaurants,
kitchens, and stores attached to them. Special cleaning of these areas call for
coordination with the housekeeping department.
Both the restaurant and kitchen staff requires clean uniforms on a daily basis,
for which too they need to coordinate with housekeeping.
2.Production
With F&BService
Service operates sales in various outlets. It takes the food order and serves it
to the guest.
Service acts as a bridge between the guest and the chef and helps to
communicate the requests and opinions of the food by providing constant
feedback.
For cooking, wines and liquors are required from F&B on daily basis.
Service sells the food and markets the chef’s specialty, thereby bringing in
more sales and happy customers.
With Housekeeping
Kitchen requires clean uniforms, aprons, and dusters on daily basis, which
are provided by housekeeping.
Kitchen also needs to coordinate with housekeeping regarding the pest
control and fumigation in the kitchen.
Special uniforms if required for particular functions or theme parties are
obtained from housekeeping.
Festive decorations if required in the restaurants or outlets, is again taken
care of by housekeeping.
With FrontOffice
Front office communicates the daily arrival list to the kitchen and it helps the
chefs to forecast their production so that the wastage is minimized. The daily
arrival list also contains guest history and the chefs come to know if there
was any problem with food or service during the guest’s previous stay.
Hence, they could make it up this time by exceeding his/her expectation.
The front office circulates VIP lists in the kitchens for any special requests of
guests and for the room amenities to be placed in the room.
Sometimes welcome drinks are prepared by the kitchen for some VIPs.
Front office also assists guests in making their dining choices and helps in
marketing the restaurants and outlets.
18. The Connexions Bar
Connexions is one of the best bar of the whole Rohini region.
Operating hours- Hours: 12:00 PM - 1:00 AM
The Mosaic
A 24-hour coffee shop with a pastry shop situated within it named as Dilli.
Breakfast, Brunch, Lunch, Dinner, Dessert
Hours: 12:01 AM-11:59 PM
Spice Art
An Indian Cuisine specialty restaurant ranked as top 10 restaurants in New Delhi.
Lunch, Dinner
Hours: 12:00 PM-3:30 PM
7:00 PM-11:30 PM
19. CONNEXIONS
Indian
Achari Jhinga………………………………………………………………………………` 395
Murgh Tikka Kalimirch……………………………………………………………………`345
Masala Fried Fish……………………………………………………………….…………`345
Masala Ghost Seekh……………………………………………………...………………`345
Tandoori Khumb…………………………………………………………………………`245
SalsaPuchkas……………………………………………………………………………..`195
Asian
ChickenSatay……………………………………………………………………………..` 345
HoneyChilli SesameTofu………………………………………………………………`245
VegSpringRoll……………………………………………………………………………`245
20. Spice Art
TastingMeat Platter………………………………………………………………………`1395
(Murgh Angara, Machli Tikka, Seekh Kebab)
TastingVegetarianPlatter……………………………………………………………….`995
(Kesari Paneer, Tandoori Bhari Hui Dingri, Malai Brocolli)
TastingPaneerPlatter……………………………………………………………………`995
(Kesari Paneer Tikka, Bhunna Paneer, Papad Lipta Paneer)
Twin District Centre, Sector – 10, Rohini, New Delhi – 110085. | T.: +91 11 44884488 Tasting
Chat Platter……………………………………………………………………….`425
(Kurkuri Palak Chat, Karari Tikki, Dahi Puchka)
Served With A Selection Of Home Made Condiments (available From 7 Pm Till 11 Pm)
International
Cheese AndJalapenoPoppers…………...……………………………………………`245
Tomato AndBellpepperBruschetta…………………………………………………..`245
ParmesanAndPestoCrisps,…………………………………………………………..`245
Sundried Tomato Dip
Bowl Of MarinatedOlives………………….……………………………………………`195
22. Personal Views
According to my experience in the retreat, I believe if onelearns in the proper
manner in the industry the he or she can through with everything. Initially I
thoughtI would not get an opportunityto do manythings which I desired to do.
But graduallyI got some handson with it. I like the seniors the wat they observed,
training, though I was pretty slow while working but I do my best as per they told
me. Graduallymy speed increase and I worked faster.
I wanted to learn out of the things which I never learned beforethey put me in. I
would have liked to work more if my training period was not shortas I could
experience each departmentonly for 10 days. Most of the propertiesdo not allow
their trainees to work ,I think I’m kind of lucky enough that the people there taught
me and then found me responsibleenough to let me handle it.
23. CONCLUSION
This was my second training in my life, I have leant so many things, I got an idea
abouthow this industry works and what all real life situations we have to face. I
learnt that we need to have that passion which would make hotel as our second
home, otherwise people can’t survive in this field as there is a lot hard work in the
startup but the returnsare also good enough to play this bet in the futureas you
gain experience, that’s why patients are a must needed characteristic of a person’s
personality so that he could survive in this field.
