Samuel Grunwald Word Count : 3694 United Business Institute BA1 Reception and Restaurant at Le Chatelain Hotel Brussels Time of internship 02/07/2018 – 06/08/2018 The realization of this internship was made possible thanks to many people who accompanied, supported and helped me in my work, and I want to thank them personally. First of all, I would like to thank Raoul Gonzales, my tutor and general manager at Le Chatelain, for having trusted me throughout my stay. I thank him for making me meet the key people who made this internship a success, and for integrating me into his team.I would then like to thank Hassan, the bar-tender, for his unfailing availability throughout this internship. His advice was invaluable, and contributed to the enrichment of my personal and professional knowledge. It allowed me to go further in thinking and to achieve a final work done.Finally, I would like to thank my dad for giving me the opportunity and necessary contacts to work at Le Chatelain Hotel Brussels. Table of content Tittle page page 1 Personal thanks page 2 Table of contents page 3 Introduction page 4-5 Job description page 6-9 Learnings outcome page 10-11 Conclusion page 12 Reference page 13 Introduction The United Business Institute offers its students a complete theory and practice throughout the year so that the students are ready to implement their learning during an internship done in a business enterprise.We are therefore from the beginning of the training faced with the requirements of a company and that in view of an international career. The luxury hotel industry is a very popular sector with a clientele from various horizons (United States, Russia, Switzerland, Spain, United Arab Emirates ...). For my first internship in BA1, I joined the Hotel Le Chatelain ***** in Brussels from the 2nd of July till the 8th of August. This Hotel belonging to a private Belgian Family has a large number of spacious rooms but also a fitness center, and a therapy center. I had the opportunity to work in different departments.This internship allowed me to have a global vision of the hotel by carrying out missions in the main sectors which are the accommodation and the restoration.The development of this report is the final result of this month spent among these men and women who helped me to evolve in the business of the hotel and restaurant industry.In order to report my experience in the hotel Le Chatelain, it seems normal to start with the objectives set before the start of this experience, in order to understand the course of the internship. Subsequently the presentation of the hotel and its organization will allow me to set up the economic and social context in which I could evolve throughout the month.Finally, we will know the details of the missions carried out within the various services and the assessment drawn from these experie.

1. Samuel Grunwald
Word Count : 3694
United Business Institute BA1
Reception and Restaurant at Le Chatelain Hotel Brussels
Time of internship 02/07/2018 – 06/08/2018
The realization of this internship was made possible thanks to
many people who accompanied, supported and helped me in my
work, and I want to thank them personally.
First of all, I would like to thank Raoul Gonzales, my tutor and
general manager at Le Chatelain, for having trusted me
throughout my stay. I thank him for making me meet the key
people who made this internship a success, and for integrating
me into his team.I would then like to thank Hassan, the bar-
tender, for his unfailing availability throughout this internship.
His advice was invaluable, and contributed to the enrichment of
my personal and professional knowledge. It allowed me to go
further in thinking and to achieve a final work done.Finally, I
would like to thank my dad for giving me the opportunity and
necessary contacts to work at Le Chatelain Hotel Brussels.

2. Table of content
Tittle page
page 1

3. Personal thanks
page 2
Table of contents
page 3
Introduction
page 4-5
Job description
page 6-9
Learnings outcome
page 10-11
Conclusion
page 12
Reference
page 13
Introduction
The United Business Institute offers its students a complete
theory and practice throughout the year so that the students are
ready to implement their learning during an internship done in a
business enterprise.We are therefore from the beginning of the
training faced with the requirements of a company and that in
view of an international career. The luxury hotel industry is a
very popular sector with a clientele from various horizons
(United States, Russia, Switzerland, Spain, United Arab
Emirates ...).
For my first internship in BA1, I joined the Hotel Le Chatelain
***** in Brussels from the 2nd of July till the 8th of August.
This Hotel belonging to a private Belgian Family has a
large number of spacious rooms but also a fitness center, and a
therapy center. I had the opportunity to work in different
departments.This internship allowed me to have a global vision
of the hotel by carrying out missions in the main sectors which
are the accommodation and the restoration.The development of
this report is the final result of this month spent among these
men and women who helped me to evolve in the business of the

4. hotel and restaurant industry.In order to report my experience in
the hotel Le Chatelain, it seems normal to start with the
objectives set before the start of this experience, in order to
understand the course of the internship. Subsequently the
presentation of the hotel and its organization will allow me to
set up the economic and social context in which I could evolve
throughout the month.Finally, we will know the details of the
missions carried out within the various services and the
assessment drawn from these experiences.The objective of the
internship.Before joining the hotel Le Chatelain, I had no idea
what was happening behind the scenes of a hotel. The internship
is the practice and learning of most of what we learned during
the year. The goal was to solidify one's achievements and of
course to learn new ways of working.In addition, I found it
interesting to integrate a luxury hotel, because I was very
curious to know how all the staff worked. But also being
confronted by a demanding clientele was a good lesson. Finally,
I think that the personal goal was to observe, to know and to
understand the hotel industry. To which area will I go next. In
which sector to work.To answer these questions I was attentive
to the work of directors and managers, as well as the rest of the
staff to have a clear idea of their job and have a global vision of
the operation of the company.In addition, being proficient in a
fairly broad set of services will allow me in my future career to
be a competent leader and able to show my employees how to
perform a task properly.Presentation of the company.The Hotel
Le Chatelain Brussels is a luxury hotel owned by a Belgian
family who owns multiple hotels around the world. This 5-star
hotel is located in Brussels near Avenue Louise.There are 108
rooms including superior, executive and some junior suites with
exceptional views over Brussels. The rooms are spacious and
equipped with the latest technology.The restaurants :The
brigade, composed of 3 cooks and pastry chefs run by chef
Martin Lambeau offers a quality catering service. Indeed for
people following a diet, meals with a minimum calorie content
are included in the formula.Snacks are available in the

5. afternoon, the service can be done on the terrace or in the
dining room.In the evening the atmosphere is more gastronomic
since the meals are served in a more formal way, in an intimate
setting.A drink service is provided throughout the day, indoors
at the bar near the lobby.In the evening the bar hosts groups of
jazz or classical musician several times a week.Room service is
available at any time of the day and night.Target customers
:Because of its proximity to the center of the city it often
happens to find a business clientele. Indeed the hotel has
multiple conference rooms where it can accommodate groups
for seminars. Families also come to discover the city and the
Belgian culture.
Job description
The receptionMorning shiftThe Reception is the main place of
the hotel, this is the place where guests show up on arrival and
departure.Unlike room service, I arrived at the reception when a
trained trainee had been there for a few weeks. Since I was
going to stay for one at the reception, my training was quite
limited and superficial.When the receptionist arrives in the

6. morning, the first thing he has to do is look at the deposit book.
The reception is a continuous service so it is important that
each time an employee finishes his service, he leaves the
instructions to the successor.In the morning it is necessary to
call the customers who wishes an alarm clock in the morning,
the software is programmable, it can thus ensure all alone the
"Wake up call" but it is necessary to call the customer manually
to make sure that the latter is awake .Then we must prepare the
departures of the day. This sheet is like the morning
receptionist's logbook, so he knows where it is, how many
customers have to leave and at what time.It is therefore
necessary to write on this sheet the "Day use", the customers
had to leave the room before 13h, so after 13h the occupation of
the room was counted as a "Day use".A "day use" is the use of
the room by the client during the day.Then you have to note the
rooms taken in order to announce in priority to the general
governess when they are released. Because if the customer
arrives, there is a good chance that his room is ready if it is a
priority so the customer is satisfied.It is also important to note
the dislodgements, because the rooms in which the customers
have to dislodge are priority, so they must also be noted to
communicate them to the housekeeper so that she makes them
first.A dislocation is to transfer a customer already present in
the hotel to another room. This is necessary when the customer
wishes at the last moment for example to extend his stay and
that his room is already rented after his departure date.The
customer is already present in the hotel can not afford to wait
for his room, so his new room must be accessible as soon as
possible. Moreover, if he does not leave his room on time, the
maid will not have time to prepare the room for the next
guest.Departures often take place in the same way. It is very
likely that the customer calls the reception for a porter to pick
up the luggage. Then the customer comes to the front desk to
pay his bill, this is called the check out. This is when the
receptionist prepares the customer's bill and presents it to him
so that he verifies the accuracy of the amount.It is necessary to

7. ask the customer if he is satisfied with his stay and wish him a
safe return.Evening shiftIn order to be certain of the accuracy of
the file when the client comes to us at the time of his arrival, it
is necessary to check that the reservation files are complete
(appointment start of cure, welcome drink for the loyal
customers, cocktail party invitation,…) and the data on the
reservation form and on the computer are the same.We must
also make sure that we have a bank guarantee or a deposit by
card or check.Throughout the day you have to follow the
departures. To do this we highlighted the vacated room, and we
automatically notified the housekeeper so that she could inform
the maid. It was also necessary to inform the Mini bar at each
departure so that it tells us the invoicing. The evening shift
usually deals with arrivals (check in).Here is the procedure to
follow when a customer who has booked is at the reception:*
Take out the reservation file* Welcome and ask customers if
they have had a good trip* Check with the client the duration of
the stay (date of arrival and departure date), the number of
people and the chosen formula (room, half board or full board)*
Check the payment method, if we have a deposit or a pre-
authorization otherwise ask for a credit card number (and make
a pre-car of 200 euros)* Customers by agency or Tour Operator
must give a voucher + credit card for extras and also take an
address.* Specify that guests have until 13h to leave the room
on the day of departure* Talk about the restaurant, and propose
a table* Give the breakfast hours in the restaurant from 7h to
10h30, or served in your room at the desired time.* Tell
customers that they have access to the various facilities of the
hotel (sauna, steam room, gym)* Check if their room is ready*
Wish a pleasant stay* Give the key to the baggage handlers who
will accompany them to their room* Check in Fidelio* Check
that the file is correct and enter the necessary information such
as the address or if customers have parked the car in the car
park.The evening receptionist also had to prepare the next day's
arrivals, to check that we had all the files, all the booking
forms, it was necessary then arrange them so that the night

8. auditor can complete them in alphabetical order with the
signature.A concierge service was available but it was not
uncommon for guests to refer to the front desk for any
transportation information or to book a table in the restaurant.
Some future guests wanted to visit the rooms of the hotel to get
a glimpse, it was my duty to guide them and if it was possible to
show them a room. My experience with the governesses allowed
me to answer their questions.The taste of the relationship with
the customer, the sense of welcome and availability are
essential to the job of receptionist.The restaurantWhen I went to
the restaurant, my main activity was to be a server. This job is
not just about serving customers, it is about preparing the room
before and after the service. Indeed it was necessary to prepare
the restaurant, it consists of napping the tables, put the cover,
the glasses, vacuuming, cleaning the mirrors. All these tasks
were done before the service in order to welcome the customer
in the best possible conditions.The dishes were washed by the
divers, the cutlery too. Once washed in the machine, you had to
clean the cutlery in a solution of water and vinegar to make
them shine and ensure their cleanliness. Cleanliness is one of
the most important factors when it comes to food.Regarding the
service, it requires preparation in advance. Indeed, we must
prepare the butter cups and bread baskets that we would serve
the customer first. It is important not to waste time because
when the service starts, it is necessary to serve the customer
without the latter having the impression to wait for his
dishes.Just before the start of the service, it is necessary for the
butler to brief all the servers.During this briefing, he explains
the menu of the day and the composition of the dishes.The
server must know exactly what it serves because it is not
uncommon for a customer to be allergic to a product. The head
waiter can also mention if we receive a special customer and the
attention that will be necessary to him.Room service requires a
permanent concentration of the server. You must regularly go to
the kitchen to recover the dishes that are on the past of the chef.
There are several reasons why it is important to take the plates

9. of the past as soon as they are ready. Firstly the customer
should not wait for his dishes, he also wishes that his plate is
served hot and finally the chief's pass should not be cluttered
with plates.It must be ensured that the customer gets rid of his
entry when the main course arrives. This sounds innocuous but
the plates come out quickly when ordered.In order not to be
taken aback, the most effective method is:* order the suite in
the kitchen* clear the entrance and the cutlery* put the cutlery
of the main course* return to the kitchen to find the plateEven
if we are overwhelmed in our rank, the customer should not
notice it. It is important to show that one is available, and this
with a smile. The service provided to the customer must remain
our priority. It is very nice to get to know the customers, the
relationship aspect of the service is by far the most appreciated
aspect. In addition, our customers were not only one night's
guests, we could see them for two weeks a few times. So it is
important to take care of them because they know how to be
grateful. A satisfied customer is a returning customer.Room
serviceAs a server, we could work very well in the restaurant or
work room service. The approach is substantially the same
except that in the case of room service the client does not move
and stays in his room, it is the server who comes to him with the
table to serve.The main activity of the room service is the
breakfast. Indeed, the breakfasts do not have a higher billing if
they are taken in room or in the restaurant. Moreover the
customer can be served in room to the hour he wishes, while the
restaurant there is a schedule to meet.Regarding the lunch
service and the evening service, room service is less busy than
at breakfast. But some guests may prefer to be served in the
room rather than going to the restaurant.In addition to serving
meals in the room, room service is also responsible for VIP
receptions. Indeed, when the hotel receives important
customers, the room service takes care of setting up in the room
of the trays of receptions, such as a cut of fruit or a bottle of
champagne.

10. Learning outcomesExperience gainedThe experience gained
during my internship was intense. In a few weeks my working
abilities have been duplicated. I think this is because corporate
immersion puts us directly in touch with reality.I learned a lot
of methods of working with servers at the restaurant. I realized
that even though I knew how to perform a task the way to
perform it was not necessarily the best.I then learned the
importance of organization represented in the work.In a human
context I was able to learn that each employee was different.
Some people have less confidence in themselves and need to
confide sometimes. The executive is then an ear to listen to its
employees. Often it is up to him to solve problems within a
team and allows the smooth running of the work.I discovered
that the social aspect in the hotel industry was very present
because of the large number of employees and especially their
interaction. One of the essential qualities of a manager is to
listen to his staff.At the reception I now master the most
common tasks that a receptionist faces every day.By dint of
practice, it is easy to assimilate the techniques in order to carry
out the missions.It is the same with the mastery of software that
used the hotel: Fidelio. This software was unknown to me, so I
had to learn how to use it. It was not obvious at the beginning
but as the hours passed in the reception and with the help of my
colleagues, I learned to master the software to perform the tasks
I had to perform.Another essential point is the communication. I
have been dealing with many clients from Russia, the United
Arab Emirates or Spain. I often spoke English to make myself
understood, it allowed me to practice my English, during the

11. weeks I gained a certain ease and I managed to inform
customers in English on the phone. I was constantly confronted
with the customer either face to face or on the phone. This
internship also allowed me to overcome my shyness.An
important aspect in the hospitality industry is the relationship
with the customer.The hotel is a living company that is
constantly interacting with its customers. Whether at the
reception, the restaurant or even in the corridors, at any time we
can meet a customer.Hence the importance of having an
irreproachable and pleasant behavior at all times. The fact of
smiling brings a lot to the customers, it is however a simple
gesture but noticed and appreciated.In catering, there were
many techniques to master and implement quickly. My
experience in service being quite limited, I had to acquire some
techniques such as wearing three hot and heavy plates at the
same time. The tasks were very repetitive, but that's what
allowed me to organize myself as I went along and to gain ease
in my actions.In addition to the operational methods I have been
taught, such as laying a table correctly and delicately, I also had
the opportunity to take care of a single row. I was then my own
chef of rank, I made sure that the customers were served in
time, I ordered the rest of the meal in the kitchen. If necessary,
I was refilling water and bread to the customer.Orders were
taken by the Butler. All the chef de rang had a record at each
service explaining the composition of the dishes. In spite of that
I sometimes had to solve certain problems, such as customers
who were allergic to certain products and who had not been
mentioned in cooking.In these situations, you have to know how
to be a diplomat to explain to the client that you have made an
error without the latter becoming angry or impatient.
Conclusion
The internship in a company has an important part in the
training of any student. It is an exchange between the trainee
and the host organization. Each brings his experience, his
experience and together it is possible to evolve and to question

12. himself.I learned a lot during my internship, on the one hand on
the different trades that I could observe but also on the way to
behave in company and the relations between the employees.My
contribution to the business is quite simple. Most of the tasks I
did during my internship were operational tasks. I think I have
been a support, a help during this month.Indeed when a
receptionist was missing or when they were overwhelmed I
willingly lend a hand. It was the same in the restaurant, one of
the main reasons I worked in the dining room during the month
of July is the fact that the number of covers is twice as large as
the rest of the summer.Nevertheless, it was not easy for me to
find a place in all services. In the reception my integration was
quite difficult because there was a trainee already in training.
Being only in receipt for one week, I have not received
extensive training from receptionists. In spite of that I was a
support for them because I was able to proceed to the arrival of
a customer for example.On the contrary, in certain situations, I
could not solve the problem alone because I was not able to
make a decision on my own. For example, when there was a
customer billing problem, since I did not have a password to
enter the billing system, I could not fix the problem. But again,
when it came to dislodgement or tariff changes, I did not have
the power to make such decisions.Accessibility to information
is very important for further training. When I was with the
restaurant butler, I had a lot of room for maneuver. I could then
work in my own way while having a framework and rules to
respect. This means that my past experience and skills have
been used to do new tasks. The missions given by the butler
allowed me to express myself, to bring a personal touch.
References
http://www.le-chatelain.com/lc/en/
https://scholarshipfellow.com/internship-report-internship-

13. report-sample-format-example/
https://ccm.net/faq/55459-how-to-write-an-internship-report
https://www.booking.com/hotel/be/lechatelain.fr.html
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