INDUSTRIAL TRAINING REPORT

Name of student: - Meet Bhandari

Name of Institute: -IHM Ahmedabad

Program Title: - B.Sc. Hospitality and Hotel Administration

Programme Code: -BHM

Course Title: -Industrial Training

Course Code: -BHM-402

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 Institute Of Hotel Management Ahmedabad
An Autonomous Body Under Ministry of Tourism, Government of India

JW Marriott, Pune
Senapati Bapat Rd, Laxmi Society, Model Colony, Shivajinagar,
Pune, Maharashtra 411053

Submitted By :- Meet Bhandari ! Roll No :- 2341106004

Summer Batch 2023-2026
Sub Code :- BHA-402

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 ACKNOWLEGEMENT
I would take this opportunity to thank JW Marriott Pune for giving me a
chance to be an art of its highly professional and qualified team and trained
in their esteemed establishment. I am grateful to my Training Manager Mr.
Amit Shinde under his rightful guidance I was able to complete my training
successfully.

I would also like to thank all the staX in the Hotel who helped me,
encouraged me and suported me all this while. I am really grateful to each
one of them.

I’m really grateful & thankful to my Principle Mr. A.k Sahoo Sir & Faculty
Coordinator Miss. Devangana Verma Ma’am , for assisting and encouraging
all the students in every possible manner.

I am obliged to all my Teachers, Parents and Friends with whose able

guidance a big milestone in my life was accomlished.

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TRAINING CERTIFICATE

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 INDEX
SR.NO CONTENTS PAGE NO.

01 Acknowledgement 03

02 Training Certificate 04

03 Abbreviation 06

04 Training Schedule 06

05 Introduction to JW Marriott Pune 7-10

06 History and Growth of Marriott International 11-13

07 Training Objective 14-16

08 Work Assigned 17-22

09 Various Departments 23-35

10 Key Functions 36-37

11 Proficiency Acquired 38-42

12 Conclusion 43

13 Reference 44

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 ABBREVIATION

TRAINING SCHEDULE
Date Department Sub-Department Reported To

24th June F&B Service Banquet Shahaji Shinde

24th July Food Production Bakery Manikandan

Sivamoorthy
24th August Housekeeping All Sections Vaibhav Salunke

21st September Front OXice Marriott Culb Ritika Thakur

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 INTRODUCTION TO JW MARRIOTT PUNE

WELCOME TO JW MARRIOTT HOTEL PUNE

ESCAPE, RELAX, AND DISCOVER PARADISE AT OUR CITY
OASIS
Experience award-winning service and sophisticated style at JW Marriott
Hotel Pune. Situated between the airport and Mumbai-Pune Expressway our
luxury hotel in Pune, India is an ideal escape to India for both business
travelers and vacationing families. After exploring the city, return for our
delightful dining options, including Italian fare and a chic rooftop bar.
Challenge yourself to a workout in the hotel fitness center or take a swim in
the outdoor pool, followed by a tranquil treatment at Quan Spa. If you are
hosting an event at our hotel near Pune, we oXer 40,000 square feet of
versatile, sophisticated venue space, including multiple boardrooms and a
ballroom that accommodates 2,000 guests. At our hotel in Pune India we
have luxury hotel rooms and suites that showcase deluxe bedding and
marble bathrooms, as well as high-speed internet. Many accommodations
also provide striking views of the Pune cityscape or the nearby Maharashtra
mountains. Make your visit remarkable at JW Marriott Hotel Pune.

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ABOUT THE HOTEL :-
JW Marriott, Pune
Senapati Bapat Rd, Laxmi Society, Model Colony, Shivajinagar,
Pune, Maharashtra 411053

What's Nearby:-
The Pavillion - 1 min walk
E-square - 15 min walk
Fergusson College - 16 min walk
Shaniwar Wada - 5 min drive
Shreemant Dagdusheth Halwai Ganpati - 6 min drive

Getting Around :-
Ideal Colony Station - 5 min drive
Pune (PNQ-Lohegaon) - 32 min drive

Restaurants:-
JW Marriott Hotel - 2 min walk
Tao Fu - 2 min walk
TGI Fridays - 3 min walk
KFC - 1 min walk
Pool Bar - 1 min walk

Check-in & Check-out Timings

Check-in: 3:00 pm
Check-out: 12:00 pm

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 Recreational Facilities

1.Fitness Centre

2. Swimming Pool

3. Quan Spa

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 GRIFFIN ICON

GriXins have come to be recognized as a regal, loyal emblem with the

courage and strength of a lion and the vision and flying of an eagle. It is a
hybrid between a lion and an eagle. The GriXin is a perfect emblem for our
associates since it oXers guardianship and protection and is renowned
throughout tradition to be attentive, loyal, powerful, and fast. The Gryphon is
also a representation for JW Marriott himself. It stands for both the strength
and force of his heritage as well as his vision and perspective when
establishing a top-tier hospitality enterprise.

MARRIOTT BRANDS

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 HISTORY & GROWTH OF MARRIOTT
INTERNATIONAL
Marriott’s growth is the stories of the ‘American Dream’ come true. It’s the
story of a family business that started as a nine-seat root beer stand and
grew into a multibillion-dollar corporation that is today a world leader in
lodging and contract services.

Starting out in life as a poor Utah farm boy, J. Willard Marriott graduated from
the University of Utah in 1926. Using $1,000 in savings and additional funds
borrowed from a friend. Mr. Marriott headed east to start his own business.
On the same day that Charles Lindbergh made the first flight across the
Atlantic on May 20, 1927. Mr. Marriott opened his first root beer stand. He
introduced Washingtonians to A & W root beer, a new drink for which he
purchased exclusive franchise rights in the area. He was just 27 years old
when he sold his first five-cent mug root beer.

Soon afterward, he returned to Utah to marry Alice Sheets and they travelled
to Washington in a Model T Ford to operate the new business. Summer
business was great, but cool weather soon caused root beer sales to falter.
Chili con carne, hot tamales and barbecued beef sandwiches were quickly
added to the menu, and the name “Hot Shoppe” appeared for the first time.
The business prospered, and the Marriott’s had seven outlets in the nation’s
capital by 1932. Despite the Great Depression, demand remained strong for
the restaurant’s budget-priced, family-style meals.

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Over the next several years, Mr. Marriott concentrated on expanding the Hot
Shoppe’s and added in-flight catering and food service management to the
Company’s operations. In 1953, Hot Shoppe’s stock was first oXered to the
public. The first Marriott hotel, ‘The Twin Bridges Marriott’, opened four years
later near Washington’s national Airport. Designed to accommodate
families and other automobile travelers, as well as business people using
the airport, the first hotel was a tremendous success. Others soon followed
in Dallas and Philadelphia

In 1964, Mr. Marriott named his oldest son, J.W. Marriott, Jr., President of the
Company, retaining the title of Chairman and Chief Executive OXicer for
himself. Although his son had full responsibility for operations, the elder
Marriott remained active as Chairman.

J.W. Marriott, Jr. succeeded his father as Chief Executive OXicer in 1972. J.
Willard Marriott died in 1985 at the age of 84. Associates mourned the death
of a man who embodied the values and traditions that formed the
foundation of Marriott Corporation.

When J.W. Marriott, Jr. became President he was 32 years old, and had
served as Executive Vice President of the company and President of Hotel
Division. At the same time, the corporation had grown to include 44 Hot
Shoppe’s, four hotels and the airline catering service. Annual sales
during that year touched $85 million and the associate-count was 9,600.

In 1982, when J.W. Marriott, Jr. celebrated his 25th anniversary as head of
Marriott Corporation, the company’s growth reflected his leadership and

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adept management skills. The Company’s asset value reached $7.4 billion,
nearly a 100 – fold increase in 25 years, and the number of associates
increased to more than 220,000. The Company became recognized as one
of the best managed in America.

A new chapter in Marriott Corporation’s history was written in 1993. To better

position the Company’s business for future growth, Marriott Corporation
was divided into two separate companies - Marriott International.Inc and
Host Marriott Corporation. J.W. Marriott, Jr. now heads Marriott International
as Chairman and President, while his brother Richard E. Marriott, and is
Chairman of Host Marriott. Both companies pursue separate business
strategies and objectives. Yet, both share a common and lasting heritage:
the innovation and aggressive spirit that characterized J. Willard Marriott’s
modest business beginnings more than 65 years ago

Mr. John Willard Marriott

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TRAINING OBJECTIVES:-

1. Understanding Hotel Operations

1. Learn the diXerent departments within the hotel (front oXice,

housekeeping, F&B, etc.) and how they work together to provide a seamless
guest experience.
2. Gain familiarity with the hotel’s policies, procedures, and standards.

2. Customer Service Excellence

1. Develop eXective communication skills to interact with guests in a

professional, friendly, and empathetic manner.
2. Learn to handle guest inquiries, complaints, and special requests to
ensure satisfaction.
3. Understand the importance of providing personalized and high-quality
service.

3. Technical Skills Development

1. Acquire knowledge of hotel management systems (such as PMS, POS)

for tasks like reservations, billing, and check-in/check-out.
2. Gain hands-on experience with various tools and equipment used in
the hotel, such as room cleaning supplies or kitchen equipment.

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4. Teamwork and Collaboration

1. Work eXectively with colleagues in diXerent departments,

understanding the importance of communication and cooperation for
smooth operations.
2. Learn how to adapt to diXerent team roles and responsibilities.

5. Operational Procedures and Time Management

1. Understand the importance of time management and prioritizing

tasks, such as room preparation or service requests.
2. Learn the procedures for handling check-ins, check-outs,
reservations, inventory management, and housekeeping operations.

6. Problem-Solving and Adaptability

1. Develop critical thinking skills to address challenges or unexpected

situations, such as handling complaints or managing busy periods.
2. Learn to stay calm under pressure and adapt quickly to changing
circumstances.

7. Health, Safety, and Hygiene Standards

1. Understand and apply hygiene and safety protocols, including food

safety in F&B service and cleaning standards in housekeeping.

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2. Familiarize yourself with emergency procedures, such as evacuation
protocols and first-aid training.

8. Cultural Sensitivity and Diversity

1. Learn how to interact with guests from diverse cultural backgrounds

respectfully and understandingly.
2. Understand the importance of cultural sensitivity in providing a
positive guest experience.

9. Sales and Upselling Techniques

1. Learn basic sales skills, including upselling services or products to

guests, such as room upgrades or additional amenities.
2. Understand the importance of increasing revenue while maintaining
excellent customer service.

10. Professional Development and Career Growth

1. Develop an understanding of potential career paths within the hotel

industry and the skills required for advancement.
2. Receive feedback from supervisors and mentors to improve
performance and professional growth.

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WORK ASSIGNED:-

1} F&B Service-Banquet
Job Assigned:-
1. Managed tea and coXee counter.
2. Picked up food for breakfast service.
3. Carried out table clearance.
4. Performed dishwashing duties.
5. Wiped and prepared the mise en place.
6. Cleared and cleaned chafing dishes.
7. Set up the meeting rooms.
8. Placed water bottles in the meeting rooms.
9. Replaced empty water bottles with fresh ones.

Skills and Knowledge Acquired:-

1. Improved time management to anticipate guest arrival.
2. Attentiveness to guests’ special requests and preferences.
3. Enhanced timing coordination for each course served.
4. Strengthened communication with kitchen staX to ensure timely food
pickup.
5. Developed skills in gathering and responding to guest feedback.

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2} Food Production-Bakery
Job Assigned:-
1. Managed the buXet service.
2. Served bread to guests.
3. Refilled the hot buXet items.
4. Cleared the buXet area.
5. Restocked condiments.
6. Reset the trolley.
7. Oversaw the buXet setup and maintenance.
8. Made pancakes and waXles for guests.
9. Cleared the ice cream station.
10. Refilled ice cream supplies.
11. Cleaned the buXet area.
12. Maintained cleanliness in the surrounding area.

Additional Tasks Undertaken:-

1. Operated the orange juice press machine.

2. Chopped fruits for the buXet.
3. Assisted with food tray setups.

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3} Housekeeping-All Sections
1. Dusting in the guest lift area completed.
2. Vacuuming in guest lift area corridors and guest rooms finished.
3. Pantry set up and organized.
4. Linen and store supplies arranged in the pantry.
5. Beds made and prepared to standard.
6. Bathrooms and WCs thoroughly cleaned.
7. Towel art completed in rooms.
8. Amenities placed in guest rooms and bathrooms.
9. Collected soiled linens and disposed of garbage.
10. Sorted freshly washed clothes.
11. Spa towels folded.

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12. Distributed hand towels and face towels by floor.
13. Chef’s pants pressed on hot press machine.
14. Segregated soiled staX clothes for washing.
15. Linen placed on each floor.

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4} FRONT OFFICE-MARRIOTT CLUB
Job Assigned:-

1. Collected bakery items and fruits for service.

2. Arranged bakery items on the buXet.
3. Fulfilled guest requests promptly.
4. Exchanged used napkins and water bottles, and cleared the buXet.
5. Wiped down mise en place, cutlery, and glasses.
6. Prepared mise en place for food pickup.
7. Completed napkin folding.
8. Arranged bakery items in the cafeteria.
9. Picked up food items for service.
10. Set up food on the buXet.
11. Carried out buXet clearance.
12. Cleared the Happy Hour buXet.
13. Cleaned the dessert section.
14. Wiped down mise en place, cutlery, and glasses.
15. Cleared the back area.
16. Restocked the refrigerator.
17. Cleaned the coXee machine.
18. Set up the buXet for service.

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22
 Technical Section

Various Departments:-
1} Food and beverage:-
Food and beverage services sector contributes a great deal to the profits in
hospitality industry. With the increase in importance of business meetings,
a range of personal and social events, a large number of customers visit
catering establishments frequently. The food and beverage professionals
tirelessly work to intensify customers’ experience through their service.
The F&B Services providing businesses deliver food and beverages to their
customers at a particular location (on-premise) such as hotel, restaurant, or
at the customer’s intended premises (oX-premise).

Restaurants
1} SPICE KITCHEN (230 covers)
Operating Hours:
24 hours (a la carte)
Breakfast: 6:30am to 11:00pm
Lunch: 12:30pm to 3:00pm
Dinner: 7:00pm to 11:30pm
Location: -lobby
Spice Kitchen is a multi-cuisine restaurant that serves all three meals,
including breakfast, lunch, and supper buXets, as well as an all-day à la
carte menu to expand eating options. The restaurants
provides a backdrop of a window kitchen, an interactive salad bar and an
outdoor terrace that serves as the ideal setting for a dynamic ambiance.

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2} ALTO VINO (96 covers)
Operating Hours:
Lunch: Fri to Sat: 12:30pm to 03:00pm
Sunday Brunch: 12:30pm to 03:30pm
Dinner: 07:00pm to 11:00pm
Location: 1st floor
Life, Wine, Passion. Authentic Italian restaurant serving Italian delicacies
like wood fired pizzas, pastas and risottos along with a selection of the finest
Italian Wines.

3} BAR 101 (25 covers)

Operating Hours: 5:30pm to 11:00pm
Location: 1st floor
A connoisseur delight located adjacent to the Alto Vino, 101 houses the best
selection of whiskeys. This lounge has its own whiskey club. Memberships
only by Invitation.

4} PAASHA (180 covers)

Operating Hours:
Lunch :12.30pm to 3.00pm
Dinner: 06.30pm to 11:30pm
(Age Limit: 21 years and above only.)
Location: 24TH floor
Upbeat rooftop Indian lounge with a panoramic view of the city. Paasha
serves Indian northwest frontier cuisine. Signature Cocktails, candles,

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mood lighting, lounge music & stylish ambience makes this restaurant the
most sought-after romantic place in the city. Paasha is all about spending an
enjoyable evening with friends in the right place with the “right crowd”

5} TAO-FU (139 covers)

Operating Hours:
Lunch :12.30pm to 3.30pm
Dinner: 06.30pm to 11:30pm
Location: 1st floor
Tao-Fu celebrates China’s rich food heritage. Its menu and ambiance take
you on a culinary journey reflecting the flavorsome histories from various
parts of China. With a theatrical open kitchen and an inside- outside bar
creating cocktails inspired by the Chinese zodiac signs, Tao-Fu is a perfect
destination for a quick lunch or a leisurely afternoon, an evening get-
together with friends or after-work drinks.

6} PUNE BAKING COMPANY (90 covers)

Operating Hours:
9:00 am to 9:00 pm
Location: Lobby
An adaptation of a classic pastry shop, with interactive open baking area,
high grade coXee, fresh juices and lifestyle elements. A perfect rendezvous
points.
Another unique attraction of PBC is the JW Food Truck – A real size truck
which serves a fusion of mouth-watering street food from across the world.

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Operational Hours: 8:00 am to 10:00 pm

2}FOOD PRODUCTION:-
FOOD PRODUCTION At the Marriott kitchen, chefs are the heart of the hotel.
Guests who patronize the Marriott hotel would visit them for various reasons
for locality, comfort, pricing and even for the food that is served and
presented to them. Also, there are some guests who visit for the purpose of
having a snack or meal. Whatever the case maybe the kitchen plays an
Important role for existence and sustenance of the hotel Working in the
Marriott hotel kitchen was Interesting, challenging and exciting.
With all the modern technology and gadgetry these kitchens have turned out
to be somewhat High Tech and more convenient. The kitchens are so well
equipped and maintained with a walk-in refrigerator to store the cold foods
and they have a separate kitchen (commissary) where vegetables and fruits
are stored in diXerent walk ins.

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The hotel has an Executive chef (Amitesh Singh Virdi) and working under him
there are diXerent categories of chefs. There is Chef de cuisine, Chef de
partie, Semi chef, Commis Chef, Sous chef etc.

A Chef does more than cooking and has to handle many responsibilities.
Being a Chef requires great experience and a flair for cooking. A Chef is
responsible for overseeing subordinates and the work they do. Chef is
responsible for menu planning and menu engineering; and special dishes to
be added from time to time. He/she is also responsible for creating recipes,
indenting and costing.

A Chef supervises the purchasing, preparation of food, organization of

kitchen, equipment's required in the kitchen, recruitment of staX,
maintaining the cleanliness and inspecting the quality of raw materials to
be used in cooking; at the same time be aware of safety

The kitchens are divided into following sections: -

Main kitchen: -
1. Indian
2. South Indian
3. Asian
4. Continental
5. Tandoor
6. Banquet

Other kitchen: -

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1. Garde-Manger
2. Commissary
3. Pastry
4. Butchery

Specialty Kitchen
1. Alto vino kitchen (Italian)
2. Spice kitchen
3. Tau fu kitchen (Chinese)
4. Paasha kitchen

HIERARCHY :-
Executive chef
Chef de partie
Commi I
Commis II
Commis III
Apprentice
Trainee

3} FRONT OFFICE:-
The front oXice department of a hotel is the guest's first point of contact
during their stay. This department plays a crucial role in ensuring guest
satisfaction, managing reservations and room assignments, handling guest
inquiries, managing check-in and check-out procedures, and maintaining
guest records. This department is the face of the hotel's operations and

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plays a crucial role in ensuring guest satisfaction, as guests often form their
opinions of the hotel based on their interactions with the front oXice staX.
The department's eXicient functioning ensures the smooth running of the
hotel's operations, contributing to the reputation and profitability of the
hotel.

Overview of responsibilities of the diXerent staX of front oXice department:

Front OXice Manager
• All administrative tasks
• Hiring staX
• Training
• Giving appraisals
• Ensure smooth functioning of the department
• Make departments budget
• Forecast sales
• Monitor reservation systems to maximize occupancy, sales, and revenue
• Conduct department meetings
• Check arrivals, departures, and review all reports of the FO department.

Assistant Front OXice Manager

• Supervise and coordinate day to day activities
• Assign duties
• Check daily reports, arrival lists, departure lists, VIP arrival, and group
arrivals
• Update FO manager about the happenings
• Coordinating with other departments like HK, sales, F&B

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Lobby Manager/ Duty Manager
• To ensure smooth check-in and check-out
• Handle guest complaints
• Coordinating with travel counter and airlines
• Coordinates with the security department and ensure the safety and
security of the hotel
• Ensure smooth functioning of the lobby
• Handle keys

Receptionist
• Greet the guests on arrival
• Confirm the identity of guests
• Fill the registration form
• Assign room
• Prepare room status report and check discrepancy with housekeeping
• Process request for check out
• Inform late checkout, early check out to HK department
• Give information about the hotel, facilities and the city to the guest.

MARRIOTT CLUB:-
Located on the 23rd floor of the hotel, the Executive lounge caters to the
guests living on the executive category rooms and the suites. It serves
complimentary continental breakfast, Express check-in & check out facility
is available at the executive floor. Complimentary usage of the Internet at the
lounge and usage of the board room for up to 2 hours during the stay. Marriott

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Club Membership is only on invitation and members can avail special
benefits as membership guidelines.

24-hour Twice-daily Comp. Laundry One hour

room housekeeping overnight service pressing
service attention shoeshine service

Evening Valet parking Comp. On-site Complimentary

turndown morning fitness Health Club
newspaper center admittance

Timings:
Breakfast- 6:30am to 11:00 am
Dinner- 6:30pm to 8:30pm
Bar- 6:30pm to 9:30pm

MARRIOTT BONVOY
Marriott Bonvoy is a Loyalty Programme where guests can enroll
themselves into a free membership and can earn points on the
base of nights, they stay in Marriott property all over the world.
Tiers of Marriott Bonvoy

Marriott Bonvoy Y1 0-9 nights

Member

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Silver Elite Members M1 10-24 nights

Gold Elite Members X1 25-49 nights

Platinum Elite P6 50-74 nights

Members

Titanium Elite Members X4 75-99 nights

4} HOUSEKEEPING:-
Housekeeping is responsible for ensuring the cleanliness, comfort, and
contentment of guests in a hospitality institution. Their responsibilities
include cleaning and maintaining guest rooms, public areas, and back-of-
house facilities. They are in charge of making beds, changing linens,
sweeping, mopping floors, and refilling amenities. Laundry and linen
management are also handled by the department, which includes collecting
and washing dirty linens, operating laundry machines, and checking clean
linens. Cleaning equipment maintenance, supply monitoring, and enforcing
health and safety requirements are all critical components of their job. The
cleaning staX is committed to providing exceptional guest service by

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responding quickly to requests, respecting privacy, and maintaining a
professional demeanor. They work with other departments, such as the front
desk and maintenance, to ensure that everything runs well

ROOMS
1} Superior Rooms/Deluxe Rooms
284(38sqm, 409sq.Ft)
2} Executive Room- 88(38sqm,409sq, Ft)
3} Executive Suite Room-35(70sqm, 753sq.Ft)
4} Soho Suites Rooms-7(74sqm, 796sq.Ft)
5} Presedential Suite Room (Pratibha)-1(2500sqm, Ft)
6} Interconnecting Rooms-20 Rooms (Deluxe To Deluxe)
7} Mountain Facing Rooms-212
8} City Facing Room-201
9} Smoking Rooms-30

JW Marriott, Pune offers 418 spacious rooms with a very contemporary

décor.

ROOM TYPE TOTAL AREA

Deluxe Room 177 38sqm/409sqft

Superior Room 45 38sqm/409sqft

Executive Room 150 38sqm/409sqft

Executive/Suites 35 70sqm/753sqft

Soho Suites 7 74sqm/796sqft

Presidential Suites 1 186sqm/2500sqft

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Total Guest Rooms: 415 sellable rooms
Smoking Floor:11TH
Refuge Area: 10th and 18th floor
House use rooms: 2209/1027/1029
Reservation Code – MARSHA
(Marriott Automated Reservation System of Hotel
Accommodation)

Guest Room Amenities:-

1} Air conditioning
2} Alarm clock
3} Bottled water
4} CoXee maker
5} Baby Crib
6} Electrical Adapter
7} Iron and Ironing board
8} Luxurious bedding
9} Custom duvet
10} Cotton-rich linens
Pillows: down/feather
1} Pillow: foam
2} Sofa bed

Bathroom amenities:-
1} Bathrobe
2} Hair dryer

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Room Entertainment:-
1} Cable channel: - CNN
2} Cable channel: -ESPN
3} Cable channel: - HBO
4} Cable satellite TV, color tv
5} DVD movies available
6} Mini bar
7} Plug in panel
8} Kitchen Amenities
9} Microwave oven
10} Pots
11} Pans
12} Serving dishes
13} Silverware

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KEY FUNCTIONS:-
1} Food Production:-

1. Food Preparation: Ensures the quality, taste, and appearance of

dishes, including the prep work and cooking process.
2. Menu Planning: Develops a balanced and appealing menu, keeping
seasonal ingredients, cost, and dietary needs in mind.
3. Quality Control: Maintains high standards for ingredients, preparation,
and presentation.
4. Inventory Management: Manages stock levels to minimize waste while
ensuring ingredients are available.
5. Hygiene and Safety: Enforces food safety protocols to ensure
cleanliness and compliance with health regulations.

2. Food & Beverage (F&B) Service:-

1. Customer Service: Interacts directly with guests, ensuring a positive

dining experience and addressing any issues.
2. Order Management: Takes orders accurately and ensures timely
communication with the kitchen for prompt service.
3. Table Setting & Ambiance: Prepares dining areas to create a
welcoming atmosphere, including table arrangements and decor.
4. Upselling and Suggestions: OXers recommendations and promotes
menu items to enhance customer experience and increase revenue.
5. Billing and Payments: Handles billing accurately, processes
payments, and manages cash or digital transactions.

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3. Front OXice:-

1. Reservations and Check-In/Check-Out: Manages bookings, guest

arrivals, departures, and records for smooth front desk operations.
2. Guest Relations: Assists with guest inquiries, complaints, and special
requests to ensure satisfaction.
3. Room Assignment: Allocates rooms based on preferences and
availability, coordinating with housekeeping as needed.
4. Billing and Financials: Prepares invoices, handles transactions, and
manages account settlements.
5. Concierge Services: Provides information on local attractions, dining
options, and arranges transportation or activities for guests.

4. Housekeeping:-

1. Room Cleaning and Maintenance: Ensures guest rooms and common

areas are clean, sanitized, and well-maintained.
2. Inventory Control: Manages linen, toiletries, cleaning supplies, and
restocks as necessary.
3. Quality Assurance: Conducts regular inspections to maintain
standards and address maintenance issues.
4. Guest Amenities: Prepares rooms with essential and requested items,
including towels, toiletries, and special touches.
5. Lost and Found: Handles lost items found in guest rooms and
common areas, ensuring they’re logged and safely stored.

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Proficiency Acquired:-
1} F&B Service:-
Proficiency Acquired
1. EXiciency in Beverage Service: Gained confidence in managing the tea
and coXee counter, ensuring consistent quality and availability for
guests, while quickly addressing any specific requests.
2. Time Management and Coordination: Learned how to anticipate guest
arrival times and coordinate with the kitchen for timely food pickup,
especially for breakfast service, which honed my skills in working under
time constraints.
3. Table Service and Cleaning: Developed proficiency in table clearance
and dishwashing duties, ensuring cleanliness and maintaining an
organized workspace to meet service standards eXiciently.
4. Attention to Detail: Improved mise en place preparation, carefully
arranging utensils and ingredients for smooth service operations, and
ensuring chafing dishes were cleared and cleaned to maintain food
quality and hygiene.
5. Meeting Room Setup: Acquired skills in setting up meeting rooms to
the desired specifications, placing water bottles for guest convenience,
and quickly replacing empty bottles to ensure an uninterrupted
experience for guests.
6. Enhanced Communication and Guest Interaction: Strengthened
communication with both the kitchen staX and guests to deliver a timely
and well-coordinated service experience. Gained confidence in

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responding to guest feedback and understanding specific preferences,
ensuring satisfaction.

Through these tasks, I developed practical skills and a strong

understanding of time management, attentiveness, and coordination,
preparing me to eXectively support both guest and operational needs in
the hospitality environment.

2} Food Production:-
Proficiency Acquired
1. BuXet Management: Developed expertise in buXet setup,
maintenance, and service, ensuring that food items were presented
attractively and kept replenished to maintain a steady supply for guests.
This also involved learning to handle guest interactions smoothly,
accommodating special requests and ensuring satisfaction.
2. Guest Service and Food Presentation: Gained experience in serving
bread and other items directly to guests, which helped improve guest
engagement and attention to detail. Additionally, I acquired skills in
preparing pancakes and waXles to order, ensuring quality, taste, and
presentation.
3. Inventory and Restocking: Learned to monitor and refill hot buXet
items, condiments, and ice cream supplies eXiciently, ensuring that
everything guests needed was available. I also became adept at
restocking items on the trolley, allowing for smoother service and quick
replenishment.
4. Cleaning and Sanitation: Improved in maintaining cleanliness in the
buXet area and surrounding spaces, which is essential for hygiene and

39
guest satisfaction. This involved clearing buXet areas regularly,
managing spills or messes promptly, and ensuring a clean presentation.
5. Additional Food Prep Skills: Through tasks like chopping fruits for the
buXet and operating the orange juice press machine, I gained confidence
in food prep and equipment handling. This also improved my
understanding of maintaining freshness and presentation in food
oXerings.
6. Coordination and Attention to Detail: Enhanced my skills in
coordinating with team members for timely food tray setups and
ensuring all stations were well-maintained and ready for guest service.

Through these responsibilities, I developed skills in buXet management,

guest service, food prep, and cleanliness, preparing me to support buXet
and service operations eXiciently and to a high standard.

3} Housekeeping:-
Proficiency Acquired
1. Attention to Detail in Cleaning: Gained skills in dusting, vacuuming,
and keeping guest areas, corridors, and rooms clean and welcoming,
ensuring a high standard of cleanliness.
2. Room and Amenity Setup: Developed expertise in making beds to
standard and placing amenities in guest rooms and bathrooms.
Practiced towel art to add a special touch for guest satisfaction.
3. Pantry and Linen Organization: Improved in organizing the pantry by
arranging linens and supplies, ensuring everything was easy to access
for eXicient restocking on each floor.

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4. Laundry and Linen Handling: Learned to collect soiled linens, fold spa
towels, and press uniforms (like chef’s pants), managing laundry flow
eXectively and keeping fresh linens ready for use.
5. EXicient Distribution: Developed skills in distributing hand towels,
face towels, and linens to the proper floors, ensuring guest rooms and
common areas were always well-stocked.

These tasks helped build a strong foundation in housekeeping

operations, focusing on cleanliness, organization, and guest room
preparation.

4} Front OXice:-
Proficiency Acquired
1. BuXet Setup and Maintenance: Gained experience in setting up and
arranging bakery items, fruits, and other food items on the buXet.
Learned to keep the buXet neat, organized, and stocked to ensure a
smooth service experience for guests.
2. Guest Service and Responsiveness: Developed skills in fulfilling guest
requests promptly, exchanging napkins and water bottles, and ensuring
guests’ needs were met with attention to detail.
3. Cleaning and Organization: Became proficient in clearing and wiping
down the buXet area, including mise en place, cutlery, and glasses,
maintaining a clean and inviting setup throughout service.
4. Food Pickup: Learned to prepare mise en place for food pickup,
arrange bakery items, and handle food safely from preparation areas to
the buXet, ensuring food presentation was visually appealing.

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5. Equipment and Inventory Maintenance: Improved in restocking the
refrigerator and cleaning equipment like the coXee machine, ensuring all
supplies were ready and equipment was in working order.
6. EXiciency in Task Completion: Gained skills in managing multiple
tasks eXiciently, from clearing and setting up the buXet to folding
napkins and maintaining the dessert section.

Through these assignments, I acquired essential skills in buXet setup,

guest service, cleaning, and inventory, allowing me to support service
operations eXiciently and meet guest expectations.

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 CONCLUSION
During my training, I gained valuable firsthand experience in the reality of
hospitality, observing the industry’s inner workings up close. Each day
brought new insights, as I continuously learned and adapted in the
dynamic environment of the hotel. The training was highly educational,
and the hotel staX, always cooperative and supportive, played a crucial
role in my development.

Moving from one department to another, I had the privilege of working

with and learning from highly respected senior professionals. This
exposure taught me that each role in the hotel is essential, each
individual unique in their contributions, and that every task holds its own
importance. I understood that success in this field requires constant
improvement, adaptability, and a commitment to growth.

This experience provided me with a solid foundation for what I recognize

as the beginning of a long, challenging, and rewarding journey. I leave
with a deeper sense of introspection and growth, both as a budding
professional and as an individual, and I will look back on this time with
pride and gratitude.

I extend my sincere thanks to everyone who supported and guided me,

each of whom has contributed significantly to the start of this exciting
career path.

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 REFERENCES

1} KNOWLEDGE FROM SENIORS AND EXECUTIVES

2} SELF-OBSERVATION AND EXPERIENCE

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