THE EVALUATION OF INTERNSHIP ROLE AT

RADDISON RED CHANDIGARH MOHALI

AN INTERNSHIP REPORT

Submitted by

ADITYA VIKRAM NAYAK

(23MHT10041)

In partial fulfillment for the award of the degree

MASTERS OF BUSINESS ADMINISTRATION

in

TOURISM & HOSPITALITY MANAGEMENT

2024
1
 BONAFIDE CERTIFICATE

Certified that this project report “THE EVALUATION OF

INTERNSHIP ROLE AT RADDISON RED CHANDIGARH
MOHALI” is the Bonafide work of Aditya Vikram Nayak who carried
out the project work under my/our supervision.

SIGNATURE SIGNATURE

HEAD OF DEPARTMENT SUPERVISOR

Dr. Sandeep Guleria Mr. Sandeep Patlaan

Submitted for the project viva-voce examination held on

12th November 2024

INTERNAL EXAMINER EXTERNAL EXAMINER

2
 TABLE OF CONTENT

List of figures …………………………………………………………05

List of Tables ………………………………………………………….05

Preface ………………………………………………………………...06

Internship Certificate ………………………………………………...07

Acknowledgments …………………………………………………….08

Introduction …………………………………………………………..09

 About the Raddison Hotel Group …………………………….….09

i. Brand Portfolio ………………………………………………11

Company Overview ……………………………………………….….13

 Collaboration with Bestech Group ………………………….…..,14

 Vision & Mission …………………………………………..…….16
 General Manager of the Hotel …………………………………...17
 Hierarchy of the Managers ………………………………………18
 Conversing about the Hotel’s Products ………………………….18
i. Hotel’s inventory ………………………………………….….18
ii. Raddison Rewards ……………………………………………20
iii. Outlets of the Hotel …………………………………………..21
iv. Banquets …………………………………………………….23
v. Property Management Software ……………………………….25

3
Internship Role ……………………………………………………….26

Detailed description ………………………………………………….27

Learning & Experiences ……………………………………………..32

Conclusion …………………………………………………………….38

Recommendations ……………………………………………………39

References …………………………………………………………….41

4
 LIST OF FIGURES & TABLES

Figure 01. Internship Certificate ………………………………………07

Figure 02. Raddison Hotel Group Logo ……………………………….09
Figure 03. Federico J. González portrait image ……………………….10
Figure 04. Brand Folio ………………………………………………...11
Figure 05. Raddison RED Logo …………………………………….…13
Figure 06. Portrait image of Hotel’s GM ………………………….…..17
Figure 07. Hierarchy of Managers ……………………………….……18
Figure 08. Hotel’s Swimming Pool and Gym image …………….……19
Figure 09. LAVO n Go image …………………………………………21
Figure 10. RED Dhaba (Open and Close PDR) ………………….……22
Figure 11. JIGGERA Bar ……………………………………….……..23
Figure 12. Ballroom (Jasper & Amber) ………………………..………24
Figure 13. Lawn (Scape & Alfresco) ………………………….…….…25
Figure 14. Interface of Opera PMS ……………………………………26

Table 1. Hotel’s Inventory ……………………………………….…….18

Table 2. Membership Tier ………………………………………….….20
Table 3. Comments used for bookings ………………………………...30
Table 4. Coffee Categories …………………………………………….31

5
 PREFACE

This is an overview of the internship report for the role I performed in the reputed
Hotel Raddison RED Chandigarh Mohali for 45 days dated from 3rd June – 12th
July, the hotel premises is beside the Bestech Group Mall at Plot No 1, Phase 9,
Tricity, Sector 66, Chandigarh, Sahibzada Ajit Singh Nagar, Punjab. This report
provides an overview of my internship experience at Radisson RED Chandigarh
Mohali, a vibrant and contemporary lifestyle hotel that emphasizes art, music, and
innovation. Radisson RED, as a brand, offers a distinctive experience that merges
bold design, modern amenities, and a dynamic social environment, appealing to a
youthful, trend-focused audience.

During my internship, I was exposed to the operations of various departments

including front office, food and beverage, and sales, gaining a comprehensive
understanding of the hospitality industry. The primary focus of my internship was
to understand the guest experience journey and the operational strategies that
ensure guest satisfaction in a high-end, lifestyle-oriented setting. Through hands-on
experience, I gained insights into the importance of customer service excellence,
teamwork, and adaptability in a fast-paced environment, handling stress.
Additionally, I learned how Radisson RED’s unique brand identity shapes every
aspect of its operations, from decor to guest interactions, enhancing the guest
experience.

This report covers the key learnings and experiences from my internship at
Radisson RED Chandigarh Mohali. It also reflects on the challenges encountered
and the skills developed, offering a detailed understanding of both the practical and
strategic facets of hospitality management in a contemporary hotel setting.

6
INTERNSHIP CERTIFICATE

7
 ACKNOWLEDGEMENT

I would like to extend my sincere gratitude to all those who supported and guided
me during my internship and contributed to the success of this project.

Firstly, I would like to thank my colleagues and department members at Raddison

RED for their constant support, collaboration, and patience in answering my
questions and sharing their knowledge. Special thanks to Mr. Rinku (Duty
Manager), for their assistance with necessities required to in handling the tasks
given to me there, which greatly enhanced the quality of my work.

I would also like to thank Mr. Sandeep Patlaan, my project supervisor at

Chandigarh University, for their valuable guidance and providing with this
opportunity to work as an Intern in the Raddison RED Chandigarh Mohali Hotel
Premises. Their expertise and mentorship have been instrumental in helping me
understand the overview of this project.

Additionally, I am grateful to my Head of department Dr. Sandeep Guleria at

Chandigarh University for their continuous support and encouragement throughout
my studies, which helped prepare me for this internship experience.

Finally, I would like to acknowledge my family and friends for their unwavering
support and encouragement, which motivated me to work diligently and complete
this project successfully.

Thank you all for your invaluable contributions, which made this project a
memorable and enriching experience.

8
 INTRODUCTION

1. About the Raddison Hotel Group

An international and dynamic hotel group. Ten distinctive brands. More than
1,380 hotels in operation and under development in EMEA and APAC.
Radisson Hotels, part of the Radisson Hotel Group, is a well-known
international hospitality company that started in 1909. The first Radisson
Hotel was established in Minneapolis, Minnesota, and named after French
explorer Pierre-Esprit Radisson. Since its inception, Radisson has expanded
its footprint worldwide and diversified its offerings with several hotel
brands, including Radisson Blu, Radisson RED, Radisson Collection,
Country Inn & Suites, and Park Inn by Radisson, each catering to different
segments of travelers which we will be discussing later.
Over the years, Radisson's portfolio has grown to encompass over 1,500
hotels globally, spanning regions such as North America, Europe, Asia, and
Africa. The Radisson Hotel Group is now a major player in the hospitality
industry, owned by Jin Jiang International, one of the world's largest hotel
groups. Radisson's brand offerings range from luxury hotels to midscale and
economy accommodations, ensuring a wide appeal for various market needs.

9
The CEO of Radisson Hotel Group is
Federico J. González, who has been at
the helm for several years, driving
innovation and sustainable practices
within the company. With a background
that includes leadership roles in both
hospitality and consumer goods,
González has guided Radisson's recovery post-pandemic by prioritizing
quality job creation and expanding into emerging markets, particularly in the
Middle East and Asia. He emphasizes a servant leadership philosophy,
aiming to enhance employee development programs, and has overseen the
rollout of the Hotel Sustainability Basics initiative, which aligns the brand
with modern travelers’ expectations for environmentally responsible
practices.
González's leadership strategy has positioned Radisson to expand its
portfolio in key regions like Saudi Arabia and the Asia-Pacific, aligning with
global trends in the hospitality industry toward sustainability, wellness, and
the integration of digital solutions for an enhanced guest experience. This
includes Radisson+ services, which streamline guest check-ins,
communication, and digital room service options to meet evolving consumer
needs.
His vision has strengthened Radisson’s brand reputation, making it one of
the prominent hospitality players worldwide.

10
i. Brand Portfolio

Radisson Hotel Group is proud to provide a dynamic set of hotel brands for a
wide range of travelers and budgets. Each of these brands has its own
identity. Any traveler can feel at home when they decide to stay in this hotel,
because there is always a Radisson Hotel that caters to their needs. They
center and focus their work on delivering memorable moments, acting as a
true host by being the best partner. Each catering to different guest
experiences and demographics:

 Radisson Collection: It is a unique collection of iconic properties. While

the character of each hotel feels authentic to its locality, all offer the
ultimate template for contemporary living; united by bespoke design and
exceptional experiences across dining, fitness, wellness and sustainability.
 Raddison Blu: Radisson Blu creates memorable experiences in stylish
spaces. By paying close attention to the small details that make a big
difference, we inspire unforgettable experiences with every stay.

11
 Raddison: Radisson enables guests to find harmony in their hotel
experience – with relaxing natural spaces, thoughtfully considered details
and unexpected delights.
 Raddison RED: Radisson RED presents a playful twist on conventional
hotel stays, injecting new life into hotels through informal services where
anything goes, a social scene that’s waiting to be shared and bold design
spreading its name as a lifestyle brand.
 Radisson Individuals: Radisson Individuals brings together hotels that
have unique characteristics and personalities, offering guests an
opportunity to discover new locations whilst knowing that they will always
receive the high standards of quality and service they rely on from
Radisson Hotel Group.
 Park Plaza: Park Plaza delivers authentic, genuine service which is
inspired by the personality of each locale. The contemporary design brings
vibrancy to every aspect of the experience offered. Park Plaza connects the
places and people for a truly authentic experience.
 Park Inn by Raddison: Park Inn by Radisson delivers stress-free
experiences, good food and upbeat environments. We positively lift our
guests’ moods for a happy stay – with clever use of color, inspired,
contemporary design, and friendly, personalized service with surprising,
feel-good extras.
 Country Inn 7 Suites by Raddison: Inspired by a sense of belonging,
community and shared experiences, Country Inn & Suites by Radisson
delivers a heartfelt experience through inviting design, products and
services, so that all guests feel that they are welcome and that they matter.
 Prize by Raddison: Focusing on lifestyle design at an affordable price
point, Prize by Radisson’s eclectic character combines comfortable
12
 accommodation in an informal social setting and service culture. With
inviting, multipurpose social spaces in central locations, each hotel
becomes a hub for work and play.
 Art’otel: art’otel is a contemporary collection of premium arts and lifestyle
hotels, designed to deliver a distinctive guest experience. Each art’otel is
curated with signature quality standards that provides flexibility, a bespoke
fit for your property and drives owner returns.

COMPANY OVERVIEW

Experience bold and inspiring

accommodations in Tricity at the
Radisson RED Chandigarh Mohali
At the first Radisson RED hotel in India
which is owned by the Bestech Group,
expect a fresh take on your hotel
experience. Safely and conveniently
located in Tricity, find the perfect
balance between striking natural landscapes and a thriving business district
as well as central access to Mohali, Chandigarh, and Panchkula. The hotel is
first of 10 hotels slated to open in the market under the brand’s umbrella
within the next three to five years
All 154 rooms and suites showcase bold and modern designs, and are fitted
with king-size beds, stylish furnishings, selfie spots, digital screens, and
high-end amenities to ensure that your downtime is both relaxing and fun.

13
 Spice up your routine in our fitness center and outdoor pool, indulge in the
social hub, and stay connected with free Wi-Fi. At Radisson RED
Chandigarh Mohali, try playful twists on Indian and European dishes along
with signature drinks at our restaurants and bars. Make memorable moments
in one of our fully equipped, inspiring event spaces or outdoors in our
dazzling gardens featuring stylishly landscaped gardens and aquatic features.
Radisson RED Chandigarh Mohali was established as part of Radisson Hotel
Group’s expansion into India’s rapidly growing hospitality sector. This
vibrant, design-focused hotel brand, Radisson RED, appeals to modern
travelers looking for a unique and interactive experience. Positioned
strategically in Mohali, near Chandigarh, the property reflects the brand's
signature emphasis on creativity, connectivity, and local culture, aimed at a
younger, urban audience. The hotel offers distinctive features like
contemporary rooms, tech-enabled amenities, social spaces for guests to
interact, and a rooftop bar with panoramic views, making it a standout
destination for both leisure and business travelers in the region.

1. Collaboration with Bestech Group

Zubin Saxena, Managing Director and Vice President Operations, South

Asia, Radisson Hotel Group said, “We believe that the style-savvy and social
Indian travelers will relate and enjoy the experiences and ambience that
come with Radisson RED – a vibrant, unconventional and trendy brand. We
appreciate the long-standing relationship with our strategic partner Bestech
Group and the trust that they have demonstrated in the Radisson RED
brand. As we launch into India with Radisson RED Chandigarh Mohali, we

14
are confident of a stellar response and look to branch out even more in the
near future.”

With a playful twist on the conventional, Radisson RED Chandigarh Mohali

gives travelers the perfect balance between striking natural landscapes and a
thriving business district as well as central access to Mohali, Chandigarh,
and Panchkula. Radisson RED Chandigarh Mohali’s positive and upbeat
service style allows its guests the freedom to own their experience with
maximum flexibility. The design of the hotel is eclectic and bold portraying
a new philosophy in the hospitality world. Touches of red on the walls,
furniture and paraphernalia tie together the entire brand experience. Modern
lighting, fun and interesting decor are identity traits at Radisson RED
Chandigarh Mohali, intended to attract independent and savvy clientele. The
common areas resemble art galleries, heavily decorated to create a chic and
cool ambience.

“It gives us great pleasure to open the first Radisson RED in the country as
part of our strategic alliance with Radisson Hotel Group. The hotel is
perfectly positioned to provide guests with a safe and inspiring environment
including unique dining options and all of it draws inspiration from the local
culture and experiences. We anticipate that this bold, playful and eclectic
twist on conventional hospitality will resonate with Indian travelers looking
for novelty,” said Mr. Dharmendra Bhandari, Managing Director, Bestech
Group.
“We have had an immensely successful partnership with Radisson Hotel
Group and are proud to grow the relationship further. The Group’s
operational expertise and brand reputation are key factors that win guest
15
 confidence, especially now as travelers seek assurance of health, safety and
hygiene as they venture out. We are honored to be a part of this landmark
launch and cannot wait to see the response from the new-age travelers,” said
Mr. Sunil Satija, Managing Director, Bestech Group.

2. Vision & Mission

The vision of Radisson RED Chandigarh Mohali center around providing a

vibrant and unconventional hospitality experience, blending creativity,
technology, and sustainable practices to engage both leisure and business
travelers. As Radisson RED's first location in India, this hotel in Chandigarh
Mohali emphasizes modern, design-focused spaces and an eco-conscious
approach, aiming to inspire guests with innovative facilities and sustainable
initiatives. The hotel’s mission emphasizes memorable guest experiences
through high-quality, unique services, aligning with Radisson's overarching
goals of inclusivity, community engagement, and environmental
responsibility. Our sole mission is to ensure your stay at Radisson RED
Chandigarh Mohali is nothing short of extraordinary. Whether you're
looking for a delectable dining experience or in need of state-of-the-art
meeting facilities for your business, we've got you covered. At our vibrant
and tech-savvy establishment, you have the freedom to tailor your stay
according to your preferences, making it a truly memorable and enjoyable
experience.

Radisson RED Chandigarh Mohali’s dynamic atmosphere, cutting-edge

design, and emphasis on art and local culture make it a hub for guests

16
 seeking more than just a stay. With curated event spaces and artistic decor,
the hotel appeals to travelers who value both style and substance. This
innovative approach is also part of its broader sustainability commitment,
which includes eco-friendly practices and partnerships with local
communities to enhance cultural and environmental impact.

3. General manager of the Hotel

Kshitij Jawa serves as the General

Manager of Radisson RED Chandigarh
Mohali, bringing over 15 years of
diverse experience in hospitality.
Appointed to lead the first Radisson
RED in India, Jawa plays a key role in
introducing the brand's distinctive,
vibrant, and unconventional hospitality
experience to the Indian market. Known for his strength in pre-opening
projects, he previously held a successful tenure as the General Manager at
Radisson Noida, where he significantly boosted the hotel’s revenue and
performance.
Jawa's background includes comprehensive expertise in operations,
marketing, team management, and financial oversight, and he is an alumnus
of the Oberoi Centre for Learning and Development. His leadership at
Radisson RED Chandigarh focuses on fostering a dynamic team culture and
delivering a unique guest experience through the brand's non-traditional
approach to hospitality.

17
4. Hierarchy of the Hotel Managers

5. Conversing about the Hotel’s Product

 Hotel Inventory

Room Type King Twin No.

Standard 61 29 90
Superior 32 24 56
Junior Suite 1 0 1
Executive Suite 5 0 5
Accessible room 2 2
101 53 154

Interconnecting rooms are total 16 and, in each floor, there are sets of 2 and
on 7th floor (highest level of the hotel premises) 4 sets. About the Taxes
normally if the guest book a room below ₹ 7500 then 12 % is imposed (6%

18
 CGST and 6% SGST) and if above ₹ 7500 then 18% is imposed (9% CGST
and 9% SGST), Check-in and Check-out timings are 2:00 pm and 12:00 pm.
1. Standard Room (26 m²): Ideal for up to 3 adults, featuring a king-size bed,
rain shower, and modern amenities like free Wi-Fi, work desk, and
coffee/tea facilities.
2. Superior Room (30 m²): A slightly larger option with additional amenities
such as bathrobe, slippers, and flat-screen TV. It also provides free Wi-Fi
and breakfast buffet.
3. Junior Suite (46 m²): For those who need more space, this suite includes a
king bed, a living area, and extra comforts like climate control, pillow
selection, and ironing facilities.
4. Executive Suite (60 m²): Offering luxury with a whirlpool, bathrobe,
slippers, and a complimentary drink voucher. It is perfect for guests seeking
a more high-end experience with additional perks like breakfast and
personalized service.
RED Splash (Swimming pool) and RED Fit (Gym) are situated at the 1st
level which opens 24 hrs. and 6 am to 9 pm respectively.
RED Splash RED Fit

 Raddison Rewards

19
The Radisson Rewards program is a loyalty initiative that allows members
to earn points for stays at Radisson Hotel Group properties, including
Radisson RED. Members can accumulate points by spending on room
bookings, food, and beverages, as well as on other eligible services. These
points can then be redeemed for free nights or discounts at any Radisson
property.
The program offers different tiers of membership—Club, Premium, and VIP
—based on the number of nights or stays accumulated. Members at higher
tiers earn more points per dollar spent, enjoy benefits such as room
upgrades, early check-in, late check-out, and discounts on dining. This can
be upgraded from Club Tier to VIP tier like if a guest intends to stay for one
or two days then he/she can gain Club tier, if staying for longer period
suppose around 2 weeks then to Premium Tier the Rewards will be
upgraded, if staying for 30 days then VIP Tier can be attained
Radisson RED is also part of this rewards program, meaning guests at
Radisson RED Chandigarh Mohali can enjoy the same benefits by signing
up for Radisson Rewards. Whether you are a casual traveler or a frequent
guest, the loyalty program provides an array of perks tailored to enhance the
overall experience at Radisson RED properties.

Membership Tier Benefits

Club (Entry Level) Access to member rates, 10% discount
on food and drink at select hotels, free
to join
Premium Early check-in, late check-out (subject
to availability), room upgrade (when
available), additional discounts

20
 VIP 15% discount on food and drinks, free
breakfast for two, room upgrade to best
available room

 Outlets of the Hotel

LAVO & GO (10:30 AM to
10:30 PM)
This outlet is open 24 hours and
offers a café experience with
cakes. Desserts, coffee like
Espresso, Latte, Cappucino,
Americano and many more,
making the hotel a flexible
dining destination for both travelers and local, it consists of 35 covers. It was
located in the lobby area of the hotel guest entrance.

RED DHABA (6:30 AM to 11:00 PM)

The On-site restaurant of the Hotel offers buffet services at Raddison red
Chandigarh with 120 covers.
Radisson RED Chandigarh Mohali offers a delightful buffet experience at
their on-site restaurant, REDHABA. Here's a quick overview:
1. Breakfast Buffet: Available from 6:30 AM to 10:30 AM on weekdays and
until 11:00 AM on weekends.
2. Sunday Brunch: Enjoy a sparkling Sunday brunch from 12:30 PM to 4:00
PM.

21
3. Lunch and Dinner: Savor a fusion of Indian and European cuisine with
diverse flavors and dishes at enticing buffet prices, timings of it is 7:30 PM
to 11:00 PM.
4.

The restaurant back area had a continental prep area, Chinese cuisine prep
area, Italian prep area and In-room Dining services which takes food directly
to the guest’s room if they don’t want to dine in the restaurant itself, Bakery
and Butchery with cold kitchen is there which preps the cakes, desserts, and
salads, fruit juices for the Buffet.
The restaurant consisted of two dining areas, open PDR and close PDR
(including private dining space for the managers).

Open PDR Close PDR

JIGGERA BAR (11 AM to 11 PM)

22
 Jigger bar is the on-site bar of the hotel offering a wide range of liquors and
juices, it consists of 42 covers and normally stays in operation from 11 am to
11 pm.
The Bar basically included with Whiskey, Vodka, Gin, Rum, Tequila, Red &
White Wines, Wine Sparkling, Liqueur, Beer, Soft Beverages, Breezer, and
energy drink. There was smoking also within the Jiggera Bar.

 Banquets
For events like birthdays, marriages, concerts, live shows, corporate
functions, exhibitions Banquets are the place and Raddison RED offers three
different banquets which are Open area Scape which comes with Alfresco,
Jasper Hall and Amber Hall (Largest Banquet).

SMALL BALLROOM - JASPER HALL

i. JASPER 1- 10 tables/40chairs (4 each table)
ii. JASPER 2 - 7 tables/49chairs (7 each table)

23
BIG BALL ROOM - AMBER HALL
i. AMBER 1- 22 tables/198 chairs (9 each table)
ii. AMBER 2 – 11 tables/99 chairs (9 each table)

LAWN – OPEN AREA BESIDE AMBER HALL

i. SCAPE
ii. ALFRESCO (usually used for playing outdoor games)

24
 Property Management System (PMS)
Oracle Hospitality OPERA Property Management System (PMS) 5.6 is a
robust, versatile hotel management solution widely used across various types
and scales of hospitality properties, from small boutique hotels to large
international chains. OPERA 5.6 integrates core hotel operations, including
reservations, front-desk operations, housekeeping, room inventory
management, and financial transactions, into one seamless platform. It also
enables efficient guest profile management, which allows hotels to record
guest preferences and personalize services effectively.
OPERA PMS 5.6 supports multi-property functionality, making it ideal for
hotel groups, as it provides centralized control over multiple locations. It
also offers integration with other Oracle Hospitality systems like sales,
catering, and distribution channels, allowing hotels to streamline food and
beverage services and enhance room occupancy through optimized rate
management. OPERA PMS is available in on-premises or cloud-based
versions, which makes it adaptable to various IT infrastructure requirements.
The software also supports compliance with Payment Card Industry (PCI)

25
standards, helping to ensure data security for guest transactions. Along with
Raddison RED hotel, many of the famous hotel chains like JW Mariott,
ARP-Hansen Hotel group, ILUNION Hotels, etc.

Interface of Opera PMS.

INTERNSHIP ROLE
Raddison RED Chandigarh, Mohali which is situated at Phase 9, Tricity,
Sector 66, Chandigarh offered me a wide perspective of the hospitality
industry or how this industry perform its operations and provide services.
This internship program was started from 3rd June and with me there were
other two students and other students from different university, we were
called to the Service floor where all the back-office operations like Sales &
marketing, Human resources, Finance, Information technology and others.
There we were provided with insights on how the internship program will be
conducted by the Learning & Development Manager, Ms. Bhoomika.
26
 Starting with an orientation of all the outlets, rooms, banquets, amenities on-
site, post orientation we were given with the intern uniforms, it was a black
shirt with the hotel’s logo on the front chest side and a name badge. After
getting all the documentation done, we were assigned with our roles we will
be doing throughout the 45 days, for students from other university it was
around 6 months though. We were informed that, we will be working in
three departments orderly, first Front Office then, Sales then, Food &
Beverages.

DETAILED DESCRIPTION

i. The Front Office Department (3rd June – 16th June)

The Working days in the Front Office Department was from 3rd June to 16th
June and as per the roster I got 5 days off every nine days of working,
starting my internship days with the Front Office department, Mr. Jasdeep,
one of the three Duty Managers and Ms. Amrita, Guest relation executive
guided me to the back area and told me to go through all the hotel’s outlets,
rooms, banquets and others specifics. While they were performing their
tasks, I gained insights on the hierarchy of the Hotel, in the back area Ms.
Arsh guided us through the main things we had to keep in mind while I
actually perform my given tasks, I was then introduced to the Opera PMS
5.6 version and the basics of how the Hotel’s inventory is managed, along
with the other tasks like Sales & Reservation, Housekeeping, etc. after that I
got to do some tasks like handling guests luggage, interacting with them,

27
 providing them welcome drinks, assisting with guests escalations in their
rooms while dropping off or after dropping off their luggage, managing the
lobby area with eye of detail, getting front office items like guests records
registers, arranging billiards table, amidst we were given time to go for
refreshments, the food and transportation was available to us by the Hotel
only, so we didn’t had any issues in up-down. As per the roster I did my
work diligently and consistently with learning to best of my ability there.
Abhed Rebel the Front office Manager came at the lobby area for auditing
often so I as an intern did perform my work excellently.

ii. Sales & Marketing Department (17th June – 30th June)

After switching my department from Front Office, I reported to the Sales &
Marketing Department on 17th June 2024, reporting time was the same
throughout the time I did in this department which was 9:00 am and Sundays
were off, there I basically gathered knowledge on how actually selling of
hotel’s inventory is done, for that PMS software were used by them also, the
team was sectioned into 4 parts, one who dealt with room sales and client
meetings, second dealt with reservations, third dealt with the banquet sales
while the 4th with marketing, in marketing there was only one personnel, Ms.
Catherne. I’d mostly looked into the Reservations and banquet sales. Talking
about getting the room bookings, Sales & Marketing job is to bring business
to the Hotel, they act as a backbone for the hotel. Mr. Atul gave me insights
on how this business is grasped by them, firstly bookings are made for
rooms and banquets, either the guests will make booking through online
travel aggregators or through Walk-in, through offline, FTIs (Individuals)

28
and GTIs (Groups) made bookings for MICE, conferences, corporate
meetings and Ballrooms for events and social gatherings. In marketing Ms.
Catherine introduced me to the concepts of marketing job, how to perform it
like coordinating with marketing agencies, initiating if any plans or
programs is to be organized and informing the same to the Hotel as well,
arranging requirements for the execution of the event plans, using BAT
software on Opera PMS to manage the requirements, outreaching
influencers, content creators, getting the Raddison RED brand known and
improving its image to the public, According to her “marketing job is really
an easy-going job, you just have to manage the social value of the Hotel and
deal with deigns, standards, handling social media”. Reservations &
Revenue handled by Mr. Adhiraj and Ms. Gagan, explained me about the
RevPAR, proactive and reactive sales, PAX, the codes used in booking the
rooms with plans, here is the overview of the reservations coding:
 EP-ARACK -when looking for European Plan
 CP-BNBF -when looking for Continental plan
 EP to TA -Booked from Travel Agent (Already paid)
 EP on direct -Booked through call directly

Above are the examples of codes used for booking rooms with different
meal plans on the PMS software. The rooms were displayed on the PMS
with colored columns as per the availability like yellow (minor issues with
the room or partially ready), Red (Dirty), Blue (Clean), Green (Ready and
inspected), these can be displayed on the PMS by using the short key shift +
F2 and F5 was for Rate look up while making a reservation. Other than these
below is the examples of list of comments used for booking rooms with

29
meal plans with taxes included which can be seen by all the departments
using the PMS which were instructed by Ms. Gagan.

CP (BUFFET BREAKFAST), Direct payment, Tax

EP (ROOM ONLY), Direct payment, Tax
CP, Direct payment, Multiple rates applied
EP, Direct payment, multiple rates applied
CP, Room Tax prepaid, Extras Direct
EP, Room Tax prepaid, Extras Direct
CP, Room Tax to TA, Extras Direct + Tax
EP, Room Tax to TA, Extras Direct + Tax
CP, 15% FNSB Discount, Room Tax to TA, Extras Direct + Tax
EP, 15 % FNSB Discount, Room Tax to TA, Extras Direct + Tax
CP, 20% Discount FNSB, Room against points, Extras Direct

Other than these I personally went throughout the Rooms of each type to
make notes on in-room amenities provided by the Hotel like locker Safe,
Study Table, Mini Bar, Iron Press, Almirah, Luggage area, etc.

One more thing is that, I got the opportunity to work in the banquets because
of a corporate event, it was for 3 days and was not an easy task but handled
it, it included interacting with guests, serving them starters, clearing the side
stands for plates.

30
iii. Food & Beverages Department (1st July – 12th July)

From 1st July I switched departments from Sales & Marketing to Food &
beverages, I reported there at morning 7:00 am, Mr. Vijay (F&B executive)
gave me instructions along with other interns about the necessary things to
keep in mind, and told us to make notes of the same and show it to him in
the briefing. For the timings in the Food & Beverages Department was
morning shift (7:00 am to 7:00 pm), evening shift (9:00 pm to 1:00 am),
break shift (7 :00 am to 1:00 pm then 7:00 pm to 12:00 am), I did all the
shifts there and it was actually a great learning for me as I got the
opportunity to serve the dishes to guests, from learning wiping skills to
managing Buffet. I and the other interns looked out for each other while
working which developed team work skills in me, in the briefing I learned
also how to operate the coffee machine with different types of coffee beans
which were instructed by Mr. Vijay like Arabica which is sweeter in taste
(used 60% worldwide mainly), Excelca (used 2%), Liberica, and Robusta
giving more bitter taste and having more caffeine than Arabica (40% used
worldwide).

Coffee category Constituents

Espresso Called the mother coffee, other coffee types are made
from this.
Latte Espresso- 30%, Steamed milk
Cappucino Espresso-30%, Steamed milk- 30%, Foam- 40%
Americano Espresso- 30%, Hot water- 70%
Flat White Espresso- 30%/ Steamed milk- 70%

31
 Affogato Espresso + Ice cream
Macchiato Espresso shot + Foam
Mocha Espresso + chocolate + steamed milk
Doppio 2 Oz Espresso

I basically performed duties like wiping the crockery, cutlery, managing the
Buffet (included Buffet in and Buffet out), serving the guests, procuring
items from general store which was in service floor, other than all these me
and my other colleagues were summoned to Banquet for HR conclave so we
did our part there also in the Amber Hall which included, serving starters,
clearance, bar service, providing welcome drinks to the invitees at the venue,
managing mise-en-place. It was more of physical work than other
departments I worked but it was an enriching experience for me.

LEARNING AND EXPERIENCE

In this section, we will discuss about the summarized key points of my internship
learning experiences in the three departments which were given to me:

 Front Office

1. Operational Familiarity and Departmental Coordination:

My internship in the Front Office Department offered me hands-on
experience with key hotel operations. Observing the managers and
executives, I gained valuable insights into how front office tasks align with
the broader hotel operations, including outlets, rooms, banquets, and guest
relations. This exposure deepened your understanding of departmental

32
 coordination and highlighted the importance of seamless service to guest
satisfaction.

2. Training on Opera PMS and Inventory Management:

Being introduced to Opera PMS 5.6 provided you with firsthand experience
in hotel inventory management and reservation systems, essential tools for
the hospitality industry. This experience enhanced your technical skills,
allowing you to understand the software’s role in tracking reservations,
managing guest profiles, and supporting efficient room allocation.

3. Guest Interaction and Service Skills:

Handling tasks such as managing guest luggage, offering welcome drinks,
and addressing guest escalations gave you direct experience in customer
service. These responsibilities sharpened my communication skills and taught
you the value of proactive and attentive service with sharpening my problem-
solving skill. Additionally, managing the lobby area required an eye for
detail, reinforcing the importance of maintaining a welcoming and orderly
environment for guests.

4. Practical Exposure to Hospitality Essentials:

Engaging in duties like organizing the front office items, arranging the
billiards table, and ensuring the availability of necessary materials helped me
understand the behind-the-scenes tasks that contribute to smooth front office
operations. The experience showed how seemingly small tasks contribute to
the overall guest experience and operational efficiency.

5. Professional Development and Performance Monitoring:

With regular audits by the Front Office Manager, Abhed Rebel, I received
feedback on your performance and gained insight into the professional

33
 standards expected in a hotel setting. This aspect of my internship
underscored the importance of accountability, continuous improvement, and
attention to detail, all of which are vital for a successful career in hospitality.

 Sales & Marketing

In the Sales & Marketing Department, you’ve gained a range of skills related
to both the technical and interpersonal aspects of hotel sales and operations.
Here's a breakdown of the key skills you’ve learned:
1. Technical Skills:
 PMS Software Proficiency:
o Familiarity with the Opera PMS system for room reservations,
banquet sales, and managing hotel inventory.
o Learned how to navigate and use shortcuts for room availability (Shift
+ F2) and rate lookups (F5) and other keys.
 Understanding of Booking Codes:
o Gained knowledge of various booking codes for different meal plans
and payment methods, such as EP-ARACK, CP-BNBF, and EP on
direct.
 Event Management (Banquets):
o Assisted in the logistics and coordination of corporate events,
managing guest interactions, and handling service tasks.
o Developed an understanding of banquet sales, including planning and
executing events like conferences and social gatherings.
 Marketing Software:
o Worked with the BAT software on Opera PMS to manage marketing
event requirements and support the execution of plans.
2. Sales & Marketing Knowledge:
34
 Sales & Marketing Strategies:
o Learned how sales & marketing teams drive business by generating
room and banquet bookings via different channels (e.g., OTAs, walk-
ins, FTIs, GTIs).
o Gained an understanding of MICE, corporate events, conferences, and
social gathering bookings.
 Revenue Management:
o Understood concepts like RevPAR, proactive vs. reactive sales, and
PAX (passengers or guests) for revenue maximization.

 Brand Marketing:
o Exposure to social media marketing, brand image management, and
working with influencers and content creators to promote Radisson
RED.
 Marketing Coordination:
o Learned how to coordinate with marketing agencies, manage event
schedules, and ensure timely execution of marketing plans.
3. Communication & Interpersonal Skills:
 Guest Interaction:
o Developed communication skills by interacting with guests during
banquet events, handling their needs, and providing exceptional
service.

 Team Collaboration:
o Worked with different sections of the department (reservations,
banquet sales, and marketing), learning the importance of cross-
functional teamwork.
 Client Relationship Management:

35
 o Gained insights into building and maintaining client relationships,
particularly for corporate and group bookings.

4. Organizational & Analytical Skills:

 Attention to Detail:
o Learned to carefully note room conditions, amenities, and booking
details to ensure accuracy across departments.

 Food & Beverages

Adaptability and Time Management
 Working in various shifts—morning, evening, and break shifts—taught me
to adapt to different work hours and manage my time effectively. This
experience enhanced my flexibility and readiness to meet the demands of a
dynamic schedule.
Guest Service and Attention to Detail
 I developed essential guest service skills by serving dishes, managing buffet
setup and breakdown, and assisting in banquet events. These tasks
emphasized the importance of attention to detail in presenting food and
interacting professionally with guests.
Teamwork and Collaboration
 Working alongside other interns helped me build teamwork skills as we
supported each other in handling tasks, which was vital to maintaining a
smooth workflow. This collaboration taught me the importance of clear
communication and cooperative effort in a high-paced environment.

36
 Technical Skills in Coffee Preparation
 I gained hands-on experience with the coffee machine and learned about
different coffee beans and preparations. Understanding the nuances of coffee
types, from espresso to more complex drinks like macchiatos and mochas,
gave me technical skills valuable for roles in food and beverage service.
Operational Efficiency and Task Management
 My responsibilities, including wiping crockery and cutlery, restocking items,
and managing buffet operations, sharpened my organizational skills. These
tasks taught me how to maintain operational efficiency and keep up with the
fast pace of service.
Event Management and Banquet Service
 Assisting in the HR conclave in the Amber Hall gave me exposure to event
management, including bar service, starter service, and setup tasks like mise-
en-place. This experience broadened my understanding of how to handle
larger gatherings and high-profile events, contributing to my confidence in
hospitality settings.

Physical Endurance and Practical Experience

 Working in the Food & Beverages department involved more physical tasks
than other departments I had experienced, such as lifting, standing for long
periods, and managing high-volume service. This strengthened my physical
endurance and helped me appreciate the practical side of hospitality work.
Enhanced Understanding of the Food & Beverages Industry
 Overall, this experience enriched my understanding of F&B operations and
guest service, building a foundation of practical skills and insights that will
benefit my future career in the industry.

37
 CONCLUSION
In conclusion, my internship experience across the Front Office, Sales &
Marketing, and Food & Beverage departments has been a highly enriching
journey, providing me with a well-rounded skill set and deep insights into the
hospitality industry. Each department offered unique opportunities for
personal and professional growth, allowing me to gain hands-on experience
and develop a comprehensive understanding of hotel operations.
In the Front Office, I learned the importance of seamless coordination
between departments and gained proficiency in using industry-standard tools
like Opera PMS for inventory and reservations management. The experience
also strengthened my communication skills through direct guest interactions,
highlighting the significance of attention to detail and exceptional customer
service.
My time in the Sales & Marketing department allowed me to delve into the
strategic aspects of the industry, from revenue management and brand
marketing to client relationship management. I developed technical skills
related to sales and operational efficiency while enhancing my problem-
solving capabilities in dynamic environments. Exposure to various sales
strategies also deepened my understanding of their role in driving business
growth.
In the Food & Beverage sector, I honed my time management and
adaptability through hands-on work across different shifts, while my
involvement in event management and guest service helped me sharpen my
organizational skills. I learned the importance of teamwork, clear
communication, and operational efficiency in delivering high-quality service
in a fast-paced environment.

38
 Together, these experiences have provided me with a comprehensive
foundation in hospitality, equipping me with the practical skills, technical
proficiency, and industry knowledge to pursue a successful career in this
dynamic field. I am confident that the skills and insights gained will serve as
a strong foundation for my future professional endeavors in the hospitality
industry.

RECOMMENDATIONS
Based on my experiences in the Front Office, Sales & Marketing, and Food
& Beverage departments, I would recommend the following to enhance the
internship program and further support the development of future interns:

1. Cross-Departmental Exposure: I highly recommend that future interns

continue to be given the opportunity to rotate through different departments
within the hotel. This exposure not only broadens their skill set but also
provides a holistic understanding of hotel operations. In my experience, it
helped me see the interconnectedness of various functions and how each
department contributes to overall guest satisfaction.

2. Extended Training on Industry Tools: Providing more in-depth training

sessions on industry-standard software, such as Opera PMS, and other
technical tools would further enhance interns' proficiency and confidence in
their roles. A deeper understanding of these tools can make interns more
effective in managing reservations, inventory, and guest relations, as I
experienced firsthand.

3. Increased Interaction with Senior Leadership: Regular feedback sessions

with department heads, particularly in the Front Office and Sales &

39
 Marketing departments, proved invaluable to my professional growth.
Encouraging more direct interaction with senior leadership would allow
interns to gain deeper insights into the strategic decisions that drive the
business and provide them with mentorship opportunities.

4. Focus on Soft Skills Development: While technical training is essential, it

is equally important to emphasize soft skills such as communication,
problem-solving, and adaptability. Throughout my internship, I learned the
importance of these skills in every department. Future interns should be
given the opportunity to engage in role-playing scenarios and real-life
customer service situations to refine these critical abilities.

5. Hands-On Event Management Experience: Exposure to larger events,

such as the HR conclave, was particularly beneficial in understanding the
scale and complexity of hospitality operations. It would be valuable for
future interns to be more involved in the logistics and management of such
events, as this experience helped me develop crucial organizational and
leadership skills.

By focusing on these areas, the internship program can be even more effective in
preparing interns for successful careers in hospitality, providing them with the
technical knowledge, soft skills, and real-world experience they need to thrive in
this dynamic industry.

40
 REFERENCES
1. Radisson RED Chandigarh Mohali, Raddison Hotels:
https://www.radissonhotels.com/en-us/hotels/radisson-red-chandigarh-mohali/
2. Federico J. González Tejera, Wikipedia:
https://en.wikipedia.org/wiki/Federico_J._Gonz%C3%A1lez_Tejera
3. Radisson Hospitality, Staypedia Wiki:
https://staypedia.fandom.com/wiki/Radisson_Hospitality
4. Au, Stephen (2024), The 26 Best Ways To Redeem Radisson Rewards Points
for Max Value [2024], UpgradedPoints:
https://upgradedpoints.com/travel/hotels/best-ways-to-redeem-radisson-
rewards-points/
5. Ghantous, Rita (2023), A new hospitality landscape with Federico J. González,
CEO of Radisson Hotel Group, Hospitalitynews Middle East:
https://www.hospitalitynewsmag.com/federico-j-gonzalez/
6. Radisson Hotel Group launches its first bold and stylish Radisson RED hotel in
Chandigarh Mohali (2021), Raddison Hotels:
https://www.radissonhotels.com/en-us/corporate/media/press-releases/radisson-
hotel-group-launches-its-first-bold-and-stylish-radisson-red-hotel-in-
chandigarh-mohali
7. TT Bureau, (2021), Kshitij Jawa appointed General Manager at country’s first
Raddison RED, Today’s Traveller:
https://www.todaystraveller.net/kshitij-jawa-radisson-red/
8. OPERA 5.5 – Support Policy Update (2021), mastel hospitality:
https://mastelhospitality.com/news/opera-5-5-support-policy-update/

41
42