Internship Work for the Degree of Bachelor in Management(Hospitality)

"HOTEL INTERNSHIP REPORT IN SAPANA VILLAGE (P) LTD"

Anupa Bharati 2125/FC/2022/NP

Forbes College

Faculty of Hospitality Management

Affiliated to University of Computer Science & Skills, Poland

MAY, 2025
 Internship Work for the Degree of Bachelor in Management(Hospitality)

"HOTEL INTERNSHIP REPORT IN SAPANA VILLAGE (P) LTD"

Supervised by:

Yogendra Mandal

A project work submitted in partial fulfillment of the requirements for the degree of
Bachelor of Hospitality Management

Anupa Bharati 1800151

Forbes College
Faculty of Hospitality Management

Affiliated to University of Computer Science & Skill, Poland

MAY, 2025
 DEDICATION

To my most lovable and respected Parents, College Management Department

Special Head of the Department Mr. Yogendra Mandal. I dedicate all my efforts and
struggles of the educational life to my dear Parents, College without them I'm
meaningless. Also, I devote the work of this Internship report to respectable and
honorable teachers who taught and supported me in developing my personality as a
competent professional.

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 DECLARATION

I hereby declare that this study entitled "INTERNSHIP REPORT ON FOOD

AND BEVERAGE SERVICE DEPARTMENT AT SAPANA VILLAGE (P)
LTD" is based on our original work. Related works on the topic by other
researchers have been duly acknowledged. We owe all the liabilities relating to the
accuracy and authenticity of the data and any other information included hereunder

…………………….
Anupa Bharati
MAY, 2025

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 CERTIFICATE

This project entitled "INTERNSHIP REPORT ON FOOD AND BEVERAGE

SERVICE DEPARTMENT AT SAPANA VILLAGE (P) LTD" prepared and
submitted by Anupa Bharati has been examined by us and is accepted for the award
of the degree of Bachelor of Management (Hospitality) by University of Computer
Science & Skills.

Signature: …………………
Name of External:
Designation:
Organization:
Date:

Name of Supervisor/HOD:
Designation:
HOD Organization:
Forbes College
Date: …………………………….

Name of Principal: Hari Sharan Pathak

Organization: Forbes College

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 RECOMMENDATION

This is to certify that this project work " INTERNSHIP REPORT ON FOOD AND
BEVERAGE SERVICE DEPARTMENT AT SAPANA VILLAGE (P) LTD" prepared
and submitted by ANUPA BHARATI, in partial fulfillment of the requirements of
the degree of Bachelor of Management (Hospitality) in awarded by University of
Computer Science & Skills, has been completed under my supervision. I
recommend the same for acceptance by University of Computer Science & Skills.

Signature: …………………………

Yogendra Kumar Mandal

Organization: Forbes College

Date: MAY 2025

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INTERNSHIP CERTIFICATE

vi
 EXECUTIVE SUMMARY

This report presents a comprehensive overview of the one-year industrial training

undertaken at Sapana Village (P) Ltd, Nepal, as part of the undergraduate curriculum
in Hotel Management. The training aimed to bridge the gap between theoretical
knowledge and practical application by providing real-world exposure to the
hospitality industry.

During the internship, the trainee was assigned to various departments, including front
office, food and beverage service, housekeeping, and kitchen operations. This rotation
provided valuable insights into the day-to-day operations of a hotel and allowed the
trainee to understand the importance of teamwork, time management, guest handling,
and professional communication.

The internship not only enhanced the trainee’s technical and functional skills but also
contributed significantly to the development of soft skills such as interpersonal
communication, adaptability, problem-solving, and customer service. Interaction with
hotel staff, supervisors, and guests played a crucial role in shaping a more practical
understanding of the industry.

The primary data for this report is based on first-hand experiences and observations
throughout the internship period, while secondary data has been collected from
reliable online sources and institutional guidelines. The report concludes with a
detailed reflection on the learning outcomes and the overall experience gained from
the training.

In summary, the internship at Sapana Village (P) Ltd proved to be a rewarding and
transformative experience. It has prepared the trainee to face real-world challenges
with confidence and has laid a strong foundation for a successful future career in the
hospitality industry.

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 ACKNOWLEDGEMENT
This project consumed huge amount of work, research and dedication. Still,
implementation would not have been possible without the support of various
individuals as well as organizations. Therefore I would like to extend my sincere
gratitude to all of them.

First of all, I would like to express my gratitude towards Forbes College for
supporting and providing necessary opportunity for internship. I am also thankful to
respected Sir Mr. Yogendra Kumar Mandal, Head of the Department for providing
guidance concerning the preparation of report. Further I would like to acknowledge
Tribhuvan University (TU) and University of Computer Science and Skills, Poland
for including a project report as a piratical requirement of BHM program, providing
all students with the opportunity to enhance their knowledge and competence .I
would like to thank you entire family of Forbes for the support and cooperation and
providing with the needed books and materials for the study.

I am particularly thankful to the housekeeping team at Sapana Village Lodge,

Sauraha who welcomed me warmly and provided hands-on training as a room
attendant. Their patience, expertise, and willingness to share industry knowledge
significantly contributed to my learning experience and understanding of hospitality
operations.

My heartfelt thanks also extend to my family and friends, whose unwavering

encouragement and support motivated me throughout this transformative internship
journey. Their belief in my potential has been a constant source of inspiration.

Sincerely

Anupa Bharati
Forbes
College May
2025

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 TABLE OF CONTENTS
DEDICATION..............................................................................................................ii
DECLARATION.........................................................................................................iii
CERTIFICATE...........................................................................................................iv
RECOMMENDATION................................................................................................v
INTERNSHIP CERTIFICATE.................................................................................vi
EXECUTIVE SUMMARY........................................................................................vii
ACKNOWLEDGEMENT........................................................................................viii
TABLE OF CONTENTS............................................................................................ix
LIST OF ABBREVIATIONS.....................................................................................xi
CHAPTER 1..................................................................................................................1
INTRODUCTION........................................................................................................1
1.1 Background...........................................................................................................1
1.2 Statement of Problem..........................................................................................2
1.3 Objectives of Hotel Internship..............................................................................2
1.4 Scope & Limitation...............................................................................................3
1.5. Report Organization.............................................................................................4
CHAPTER 2..................................................................................................................5
INTRODUCTION TO HOTEL...................................................................................5
2.1. Organization Details............................................................................................5
2.2 Organization Hierarchy.........................................................................................6
2.3 Booking Partners of Sapana Village (P) Ltd........................................................9
2.4. Occupancy...........................................................................................................9
2.5. Outlets and Capacity..........................................................................................10
2.6 Working Domains of Organization.....................................................................11
2.7 Human Resource Policy of Hotel (Sapana Village (P) Ltd)...............................13
2.8 Modes of Payments.............................................................................................14
2.9 Types of Hotel...................................................................................................18
2.10 Classification of Hotel......................................................................................18
2.11 Early Hotels Opened in Nepal.........................................................................20
2.12. International Chain Properties in Nepal..........................................................20
2.13 Star Hotel and Resort on Nepal.......................................................................20
2.14 Corporate Social Responsibility........................................................................21

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CHAPTER 3................................................................................................................22
INTERNSHIP ACTIVITIES.....................................................................................22
3.1. Food Production Department.............................................................................22
3.1.1. Pursuing a career in the Kitchen Department..............................................23
3.2 Kitchen planning and layout..............................................................................25
3.3. Duty Roster of Sapana Village (P) Ltd, Chitwan, Nepal..................................29
3.4 Types of Kitchen & Department in Sapana Village (P) Ltd...............................29
3.5 Kitchen Staff Job Description.............................................................................34
3.6 Duties and Responsibilities of Kitchen Staff.....................................................35
3.7 Kitchen Safety Rules-The Basics & Handiling Knives.....................................39
3.8 Kitchen Equipment used in Kitchen..................................................................43
CHAPTER 4................................................................................................................44
CONCLUSION AND LEARNING OUTCOMES...................................................44
4.1 Conclusion..........................................................................................................44
4.2 Learning Out-come.............................................................................................45
4.3 Recommendation................................................................................................45
4.4 Summary.............................................................................................................45
REFERENCES...........................................................................................................47

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 LIST OF ABBREVIATIONS

Food Production Terminology

EC = Executive Chef

HOD = Head of Department

GM = Grade Manager

BC = Brakery & Confectionery

QC = Quality Control

FC = Food Cost

KS = Kitchen Staff

DF = Deep-Frying

PF = Pan-Frying

gm = gram

tsp = Tea spoon

tbsp = Table spoon

KOT = Kitchen Order Ticket

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 CHAPTER 1

INTRODUCTION

1.1 Background

An internship is a work-related learning experience for individuals who wish to

develop their knowledge on work experience in a certain area. An internship is an
excellent way to determine if the industry and the profession is the best career option
to choose. . Most internship is temporary assignments that last minimum three months
to maximum a year. Interns not only gains practical work experience but also built
experience in international platform. Internships helps develop professional
work habits; provides an understanding of corporate cultures, gives an opportunity to
analyze international business settings, offers platforms to compare differences in
work styles.

A hotel is an establishment that provides lodging paid on a short term basis. The
provision of basic accommodation, in times past, consisting only room with a bed, a
cupboard, a small table and a wash stand has largely been replaced by rooms with
modern facilities, including en-suite room air conditioning or climate control.
Additional common facilities found in hotel rooms are a telephone, a television, a
safe, a mini bar with snacks foods and drinks(whether alcoholic or non-alcoholic),
facilities for making a tea and coffee. Luxury features include bathrobes and slippers,
a pillow, menu, twin- sink vanities. Larger hotels may provide additional guests
facilities such as swimming pool, fitness centre, business centre, childcare,
conference facilities and social function services. (Radojevic, Stanisic, Stanic, &
Davidson, 2018).

The word hotel is derived from the French word “hotel” (coming from hotel meaning
host), which refers to a French version of a townhouse or any other building seeing
frequent visitors, rather than a place offering accommodation.

The foundation of the hotel industry is, of course, the business of providing lodging.
Travellers depend on hotel to supply a secure, pleasant place for a temporary stay.
Whether the guests are business people on the road for work, families on vacation, or

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groups of tourists, they all need comfortable accommodations, and services and the
hotel industry is where they turn to find them. (Sotiriadis, 2020).

According to the Cambridge dictionary “A building where you pay to have room to
sleep in, and where you can sometimes eat meals.”

1.2 Statement of Problem

The internship program is the most crucial supplemental training for students in
practical skills, knowledge, and attitude necessary to adapt to the changing industrial
world of hospitality and tourism. This exploratory study is to investigate the
challenges that bachelor students of Hospitality and Tourism Management often
experience and need to overcome themselves through internship programs at
enterprises in hotel, restaurant, travel, and tourism setting in Nepal. The results show
the main challenges are communication and conduct, working hours, problem-solving
skills, self-confidence, supervision, and working environment but physical
requirements. The conclusions help not only future student interns for better
preparation but also indicate the Hospitality and Tourism Training Schools and
industry enterprises the preparedness for students in psychology and skills to
experience the most satisfactory and fruitful internship, which plays essential role in
attracting talents to remain in H& T industry and mark the effectiveness of university
training program.

• Long hour and hard work without reasonable break.

• Communication problems.
• Adapting new technology took time.
• Attending group guest at same time.
• Complain handling.

1.3 Objectives of Hotel Internship

Hotel internship is the part of our seventh and Eighth semester study which can be
done within the country or overseas for about one year in different departments of the
hotel. The internship is especially done to gain the work experience in the hotels, to
show our working skills with your capability towards work. In the context of Nepal,
internship is usually unpaid but in case of foreign countries, internship is usually paid.
One can choose any hotel of different grades for the internship whether 3 star 4 stars

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or 5 stars. The main objective of the hotel internship is to study, learn, analysis and
provide the actual outcome of the gap between theoretical learning and the real life
work experiences. This report provides the full information about the experience
gained by working in a real working environment. The further Objectives are as
follows:

• To increase the sense of responsibility.

• To develop working experience.
• To develop attitude of student through the contact of different people.
• To develop good working habbits in students.
• To motive student for the further education.
• To develop skill & knowledge through the theory in working
environment.
1.4 Scope & Limitation

The scopes of the projects are the resort with recreational facilities posses’ wide range
of scope. If we analyze the present trend of internal resort tourism and need of leisure
place, then it is acceptable to have multifunctional resort, which not only focus on
overnight stay but also concern in day services too. For internal visitors, there is no
trend of going hotels in weekend, due to their location on core urban area. They
intend to go some distance far from city so that they can enjoy the environment and
freshness there. Hence, resort tourism can provide best solution to internal tourism.
For external tourism, it will function as a luxurious resort which provides all the
facilities within its boundary so as to make their stay pleasing and exotic. It will help
to promote resort tourism in Nepal and encourage foreigner to come here once just to
stay in this very resort. Ultimately, it will enhance tourism sector of country. Resort
can also be a place for convection and conference, and that depends on the quality of
space they provide so that the convection, conference or seminar becomes more
interesting and fascinating. The proposed resort will attempt to provide seminar space
to meet international standard. The resort will be a place to gain knowledge regarding
the green design, as it will apply integrated energy system. The limitations of the
projects are,

 It will not focus more on social survey, research as this is an academic

project, and this does not fall under the primary constraint.

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  The project is concerned in built form so; there will be limited research and
study on feasibility of project and detailed site suitability will not be
analyzed.
 The project will not focus on structural analysis of built structures of resorts,
although structural consultation will be made and it will not be sufficient.
 The project will not covers all the details related to green design
incorporated, though research will be made and required level of detailing
will be done to meet the architectural requirement.
 Detailed environment assessment will nit be done due to limitation of
knowledge in this field and it is not our primary focus, as the project is
virtual.
 However, some impact will be analyzed.

1.5. Report Organization

Firstly, organizational report consists of all heading of overall internship report such as
recommendation, executive summary, and certificate of internship. Chapter one
consists of introduction, statement of problem, objectives, scope and limitation and
report organization. Whereas chapter two explain about organizational details,
background of hotel industry and organizational hierarchy and also classification of
hotel by their types and so on. Moreover, it consists of all department details and also
the policies, Booking parties, payments module, corporate social responsibility and
harvesting policy of the hotel. Chapter three consists of internship activities, duties
and responsibilities of all food production department staffs and also description of
the work and activities performed in Sapana Village (P) Ltd. Chapter four consists of
the conclusion and learning outcomes during my internship periods in Sapana Village
(P) Ltd.

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 CHAPTER 2

INTRODUCTION TO HOTEL

Figure 1.1: SAPANA VILLAGE (P) LTD

2.1. Organization Details

Sapana Village Lodge is a Villas cottage-style jungle safari resort situated at the heart
of Chitwan National Park, spanning across a lush expanse of 15 hectares. The name
"Sapana", meaning DREAM, perfectly expresses the founding vision of this tourism
venture. The resort practices sustainable ecotourism while uplifting the lives of the
communities around us through its social welfare projects. Experience our unmatched
comforts, embark on safari adventures in Chitwan National Park and relax in the
tranquillity of Sapana Village Lodge with its authentic Tharu craftsmanship. It is a
three star hotel which has 33 rooms with laundry facility. Talking about the facilities
and amenities, it has a spa, jacuzzi, free parking, free Wi-Fi, concierge, room service,
business center, meeting room, connecting room. In these hotels pets are allowed.

It has a different types of rooms such as Standard king room, Deluxe king room,
Executive grand deluxe, Standard twin room, Deluxe twin room, Junior suite,
presidential suite, Executive suite and Diplomatic suite.

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Sapana Village Lodge is a renowned eco-tourism resort situated in the heart of
Chitwan, Nepal, near the entrance of Chitwan National Park. The lodge offers a
unique blend of traditional Tharu architecture and modern amenities, providing guests
with an authentic cultural experience while ensuring comfort and relaxation.

Location Details:

 Address: Baghmara Road, Bachhauli 3, Sauraha, Chitwan 44200, Nepal

 Phone: +977 9855080308
 Email: reservation@sapanalodge.com
 Website: www.sapanalodge.com

Key Features:

 Proximity to Chitwan National Park: The lodge is located just outside

Sauraha, offering easy access to the park's wildlife and natural beauty.
 Cultural Immersion: Guests can engage in various activities that showcase
the local Tharu culture, including traditional dances, cooking classes, and
village tours.
 Sustainable Practices: Sapana Village Lodge is committed to responsible
tourism, supporting community development and wildlife conservation efforts.
 Amenities: The lodge offers 33 deluxe rooms, each with private bathrooms,
air conditioning, and balconies or verandas. Facilities include a restaurant, spa,
wellness center, and various recreational activities.

Accessibility:

 By Road: Approximately a 6-7 hour drive from Kathmandu.

 By Air: A 25-minute flight from Kathmandu to Bharatpur Airport, followed
by a short drive to the lodge.

Sapana Village Lodge serves as an ideal base for exploring the rich biodiversity of
Chitwan National Park and experiencing the vibrant culture of the Tharu community.
Its commitment to sustainability and community involvement makes it a standout
choice for eco-conscious travelers.

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2.2 Organization Hierarchy

Every hotel, whether it’s big or small, needs and organizational structure to carry out
its daily operations. It is used to help divide tasks, specify the job for each
department. Effective job specifications will increase work productivity and
efficiency. Each hotel and organizes the workforce in different ways. Here shows
Sapana Village (P) Ltd Organizational Hierarchy.

Figure 1.2: Organization Hierarchy

Front Office Department: This department performs various functions like
reservation, reception, registration, room assignment, and settlement of bills of a
resident guest and the front office department is considered as the nerve centre of a
hotel. The front-office staff welcome the guests, carry their luggage, help them
register, give them their room keys and mail, answer questions about the activities in
the hotel and surrounding area, and finally check them out. In fact, the only direct
contact most guests have with hotel employees, other than in the restaurants, is with
members of the front office staff.

Housekeeping Department: The housekeeping department is responsible for the

cleanliness, maintenance, and aesthetic upkeep of rooms, public areas, back areas,
and surroundings in a hotel and for the immaculate care and upkeep of all guest
rooms and public spaces at all times. The staff members who excel in the
Housekeeping Departments have an eye for detail and a commitment to the training,
development and motivation of a diverse group of talented employees. It is the

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service and cleanliness that really make an impact on our guests and determine
whether they will return and also recommend the hotel to others.

Food and Beverage Service Department: This department looks after the service of
food and drinks to guests. The Food which is made in the Kitchen and Drinks
prepared in the Bar to the Customers (Guest) at the Food & Beverage premises. Some
examples of the food and beverage outlets are Restaurants, Bars, Hotels, Airlines,
Cruise Ships, Trains, Companies, Schools, Colleges, Hospitals, Prisons, Takeaway
etc

Kitchen or Food Production Department: All the food and beverages that are
served to the hotel guest is prepared in the kitchen. Culinary preparation, as an art and
science in the modern kitchen, required more than just a knowledge of food being
prepared and the methods of preparation. It is through a knowledge of basic skills,
terminology, and rules of the kitchen that a final goal, preparation and service of
quality is achieved in the hotel kitchen.

Engineering and Maintenance Department: The engineering department is

responsible for repairing and maintaining the plant and machinery, water treatment
and distribution, boilers and water heating, sewage treatment, external and common
area lighting, fountains and water features etc. Also, it looks after the maintenance of
all the equipment, furniture and fixture installed in a hotel.

Accounts and Credits Department: This department maintains all the financial
transactions. Accounting departments typically handle a variety of important tasks.
Such tasks often include invoicing customers, accounts receivable monitoring and
collections, account reconciliations, payables processing, consolidation of multiple
entities under common ownership, budgeting, periodic financial reporting as well as
financial analysis. Also common are setting up adequate internal controls for all
business processes (to prevent theft/misappropriation of assets), handling external
audits and dealing with banks in order to obtain financing. Taxes are sometimes
handled by accounting departments in house, but this work is often contracted to
outside tax accountants.

Security Department: The security department of a hotel is responsible for the

overall security of the hotel building, in-house guests, visitors, day users, and
employees of the hotel, and also their belongings.

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H R department: Human Resource department is responsible for the acquisition,
utilization, training, and development of the human resources of the hotel. The role of
the HR department also has to do with the administration of an impartial and internal
justice system which will promote transparency and openness in organizational
communication. The Human resources department also serves as a progressive voice
in a common system and strives to ensure competitiveness in the conditions of service
for staff.

Sales and Marketing Department: The major role of the sales and marketing
department is to bring in business and also to increase the sales of the hotel’s products
and services is the major task of the department.

Purchase Department: The purchase department is responsible for procuring the

inventories of all the departments of a hotel. Information Technology (IT) / Systems
The Information Technology department is responsible for the day-to-day support of
all IT systems, business systems, office systems, computer networks, and telephony
systems throughout the hotel/resort.

2.3 Booking Partners of Sapana Village (P) Ltd

Booking partners are the agents or sites which help to hold the room of hotel.

 Expedia
 Booking.com
 Hostel world
 Ctrip
 Orbitz
 Agoda
 LateRooms
 Hotelbeds

2.4. Occupancy

The total number of guest who are spending the particular night in a hotel in a
particular day is denoted as the occupancy of that hotel. The occupancy ratio of the
Sapana Village (P) Ltd is usually 78%.

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2.5. Outlets and

Capacity BANQUET

This outlet is usually the largest revenue-earning outlet in the food and beverage
service department. It serves food and beverage to a gathering of people at special
function such as wedding, parties, receptions, cocktail dinner, seminars, conferences
and meeting. Banquet function can be held at lunch or dinnertime and the pattern of
operation may vary from one kind to another. The outlet also rents out banquet halls
for exhibitions, concerts and other programmers. Capacity of banquet is 200 pax.

Types of food service in banquets – The Indian banqueting menu consists of a fixed
predetermined buffet menu selected from the varied cuisines of India or a selection of
dishes from continental food.

Organizing a banquet function- It is normally planned in advance, since considerable

time is required for planning and organizing a function. However the food and
beverage service personnel should be prepared for any exigency as guest may
suddenly demand the unexpected.

The banquet outlet has its own staff that works in shifts to cater to these functions the
banquets sales assistant are responsible for managing the banquet reservation system
in the banquet office.

COFFEE SHOP
It’s an outlet, which is open 24hrs a day and is usually found in star category hotels.
The basic concept behind this type of operation is less priced and more turnover. The
service is informal i.e. not very elaborate and formal. Generally the foods are pre-
plated other then the Indian dishes where the entrée or the main course are placed on
the table or sometimes being served by a waiter. Promptness of service is of prime
importance. The prices of the food and beverage, which are being served, are not very
high priced compared to a specialty restaurant. Being open for 24hrs it’s the only
venue where one can get a decent meal on a …long after all the other restaurants have
closed has a provision of serving many types of foods like Indian, Chinese,
Continental and different types of alcoholic beverages are only served during
permitted hours. (Sometimes varies from state to state.)

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The revenue generated from this outlet is the second highest in the food and beverage
service department. It has 38 pax capacity.

RESTAURANT
A restaurant is a commercial establishment committed to the sale of food and
beverage. A restaurant may be a licensed part of a hotel operation, whereby the sales
of the restaurant contribute to the sales performance of the hotel as a whole.
Restaurants may also be independent business entities under individual ownership
and management. It has 100 pax capacity.

ROOM SERVICE: Is a very important part of food and beverage service

department? The guest’s orders his or her food and beverage requirement over the
phone from his room and the person taking the order is know as the Room Service
Order Taker. He takes down the whole order on a kitchen order ticket (KOT) and for
a beverage on a bar order ticket (BOT) with date and time of order taken and the
service time and hands over the order ticket to the room service waiter, who in turn
places the relevant order ticket either to the kitchen or the bar for drinks and
subsequently picks them and serves them to the room at a specified time.

Public bar:
Are situated in the public area of a hotel and caters to persons who pays for it
irrespective of the fact whether they are in-house guests i.e. staying with the hotel or
an outside guest. Cocktail snacks can be served and the prerequisites are served
should be fast and discreet, good décor, ambiance, efficient staff and availability of
wide variety of beverages.

Dispense bar: Generally situated at the back area of the hotel and is used for
dispensing and serving drinks to the other outlets of the hotel such as the coffee shop,
room service, banquets, specialty restaurants etc. other than the above outlets one
may also come across outlets like a barbecue restaurants and a pastry cake shop a
night club and a discotheque.

2.6 Working Domains of Organization

The organizations chosen field of action, the part of the environment which they
choose to be vital to their company, so if that part changes, they must react. It is the
area which the organization will sell its products and services, in a way their niche
(even though it may not be that small). It is said that there is ten different sectors

11
which make up the environment for an organization, each of which affect different
organizations in different ways. These are shown below:

• Industry
• Raw Materials
• Human Resources
• Financial Resources
• Market
• Technology
• Economic Conditions
• Government
• Sociocultural
• International

The above sectors are known as the Task Environments and General Environments,
depending on how that certain sector affects the organization in question.

Task Environments

These are sectors which an organization will interact with directly and therefore have
a direct impact on the company itself. This includes the sectors;

• Industry

• Raw Materials

• Market Sectors

• Human Resource

• International Sectors

General Environment
These are sectors which an organization will interact with indirectly, not directly
every day, but it will indirectly influence the firm. The sectors which are included are
the following;

• Government

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 • Sociocultural

• Economic Conditions

• Technology

• Financial Resources Sector

2.7 Human Resource Policy of Hotel (Sapana Village (P)

Ltd) Creating Internal Talent Pools

Instead of driving resources to finding new hires with specific skills set for different
positions, hotels are cultivating talent pools internally and preparing their employees to
assume leadership roles whenever the time comes.

Developing Collaboration by Eliminating Information Silos

Information silos hinder information flow among different levels of organization and
create obstacles in the way of success. For better performance, experience and
knowledge must be readily available to employees, and must be proactively delivered
to the right person at the right time.

Meaningful Customer Service Values

While every hotel has its own elaborate purpose, mission, and vision, it is of paramount
importance that they include elements geared toward providing meaningful and
differentiated customer experience. The senior management needs to outline such
customer service values of their hotel, and ensure that their staff at all levels has clear
understanding of how their individual actions contribute to providing these values.

Aligning Corporate Strategy with Individual Roles

Goal alignment is a powerful management tool. When you engage employees using this
tool, they feel greater ownership in directing their efforts to achieving the hotel’s
strategic goals, and become more committed to exhibit higher performance.
Employee Empowerment Apart from establishing meaningful customer service
values, senior executives also need to empower employees to ensure they deliver
them in a way that adds values to the customer experience. Not only that, they should

13
be able to closely tie the hotel’s purpose with the culture of employee empowerment,
in order to generate effective results.

2.8 Modes of Payments

The mode of payment refers to the various methods of payment by which the guest
can settle or pay his/her bills in the hotel. Whenever guest checks in a hotel, he/she
has to make clear about the modes of payment at the time of registration so that, it
will greatly reduce the problem while settling the bills.

When the guests check out of the hotel usually they pay the bills by cash or credit
card, but in some cases, the charges are billed to the company account, by traveler
cheque, and through travel agent/ airlines voucher.

The different modes of payment through which guest can settle or pay their bills are
as follows:

• Cash
• Cheques
• Credit card
• Company account
• Travelers cheque
• Voucher

1) Cash

It is the simplest and common method of payment which is done in local currencies
as well as foreign currencies. It is the most simple and instant mode of payment used
by the guests. While doing the payment the bill is presented by front office cashier to
the guest and payment is done on hand through cash. The cashier must know the
current rate of exchange details and skill to evaluate the rates. Different countries
have a different restriction to hotel regarding foreign currencies. Mostly in many of
the hotels, there are a lot of tourist’s guest than the guest of same countries and many
of the tourists pay with their own country currency so it is very important for the front
office cashier to handle foreign exchange carefully because we cannot upset the
guests. There is some procedure for foreign exchange transactions which must be
adopted by the front office cashier while handling foreign exchange receipts. The
procedures are:

14
  Collect the foreign exchange to be in crashed for the customer along with the
passport
 Ask the guest for his room number, verify the details with registration card
 In most of the cases, hotels do not encash foreign exchange in case of non-
resident. But it allows only up to 500 US$ against conversion
 In most cases, the non-resident will be referred to lobby manager and their
exchange will be encashed only after receiving authorization from him
 Check the currency given for its acceptability with the list of currency
provided by Nepal Rastra bank(NRS)
 Check the currency note against fake, fraud, stolen and out of circulation from
the respective current circulars issued by NRB
 Fill up the encashment certificate with full details as required
 Ask the guest to sign on encashment certificate
 Calculate the total amount and remit in Nepalese currency after deducting the
bill amount if any
 Provide guest with the original copy of encashment certificate
 Attach the foreign exchange to the second copy of encashment and deposit
along with cash
 Enter all the require details in the front office cashier report and record of
foreign currency summary

2. Cheque

Every hotel has its bank account to facilitates business. Hotel accepts both company
cheque and personal cheque up to a certain limit accompanied by the bank guarantee
card. It is another form of cash. Payment through the cheque is the safer and
convenient. So most of the customers prefer to the payment through the cheque.

3. Credit card

A credit card is a wallet-size small card issued and guaranteed by the bank to its
valuable customer that authorizes the person named on it to charge goods and
services to his or her account.

It differs from a debit card with which money is automatically deducted from a bank
account of the cardholder to pay for the goods and services. Use of credit card was

15
originated in the U.S. in the 1920s. Early credit cards were issued by various firms
(for example , oil companies and hotel chains) for the use of their outlets only. Credit
cards are issued by banks and financial corporations after scrutinizing the customer
creditability and repayment power. While considering an application for credit card,
following details are called for;

 To ascertain that the applicant is receiving a regular income above a minimum

required the limit. Salary/income proof
 To proof of residence. This is required for the safety of repayment. Under
local laws, only a resident citizen is allowed credit card.
 For proof of saving and assets. To assess the creditability and repayment
power of a client, it is required to find out the total savings in different
schemes and assets in the name of the applicant.

Benefits for credit card

 Reduces the need to carry cash
 Credit card can be only used by the card holder
 Risk is lowered, if credit card is lost the liabilities are limited
 Helps in urgent payments
 Allows easy payment modes for male orders
 Allows easy cash withdrawals (up to a limit) anytime anywhere from any
ATM or branch of a bank
 Allows the flexibility of the payment plan on an interest payment basis as per
the convenience of the cardholder.

Benefits of accepting the card for the merchant

 The merchant is assured for the payment by this mode
 Risk of bad debt arising out of personal credit is not with credit card
 Easy accepting and accounting system
 No need to know the client personally
 The service charge is cheaper than the interest lost in collecting credit
payment
 Provides more publicity through different schemes of the credit card
companies from time to time

16
There are also procedures for accepting credit cards which must be followed by the
cashier and they are:
 Check the warning bulletins provided by the credit card companies. If the card
is not in the bulletin the card cannot be accepted. In case it is listed in the
bulletin then the card must be apprehended without offending the customer
and inform the credit card company.
 Take imprint of the card on a charge slip provided by the bank
 Now fill up the amount and bill details on the charge slip, give the charge slip
to the guest to sign in the specific place

• Company account

If the guest uses the hotel facilities and billing is instructed as per company account it
means that the bill will be paid by the allied company. The big business organization
makes an agreement with the hotel to provide services to their staff and customer of
the company. Credit section of hotel sends a letter with the bill attached, to the
respective company for payment. The bill should be signed by the guest who was sent
by the company. The company may pay the bill through cash or by cheques.

• Travel cheque

As the name suggests it is a cheque which is issued by a bank to the travelers in exchange
for cash. When a traveler visits a long distance , they exchange their currency into
traveler's cheque. The bank which issues the travelers cheque takes the signature of
the traveler in the cheque undersigned. Traveler cheque is also another form of cash.
It brings down the trouble of carrying a huge amount of cash, which does not seem to
be safe for long distance travelers. Travelers check is encashed only when the cashier
receives the specimen of the cheque holder signature and tallies it with the passport
details. All uncashed travelers cheque are sent to the local bank for payment.

• Voucher
The special document which is printed form and issued by travel agencies and airlines
stating the required services to be provided by the hotel to the guest. The hotel send a
bill to a guest to respective travel agencies or airlines who issued the voucher for
payment.

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2.9 Types of Hotel

The hotel sector in hospitality industry represents a vital part to bring foreign
currency for the country. As the nature of the tourist will vary, so the types and
category of hotel available to them will differ accordingly. The decision to stay in a
particular hotel may be influenced by various factors. One will certainly be the price
and standard of service. Many guests are loyal to a particular group of hotels or chain
hotel. They always look for an establishment in which they feel the surrounding to be
familiar.

2.10 Classification of Hotel

Hotel can be classified into different categories or classes, based on their operational
criteria. For example:- the type of accommodation they provide, location of the
property, types of services provided, facilities given and the clientele they cater can
help categories hotels today.

On the basis of location:

• Down town hotel
• Sub urban (residential) hotel
• Transit hotel
• Resort
• Motels

On the basis of size:

 Small Hotels (1-25 rooms)

 Medium Hotels (25-100 doors)
 Large Hotels (100-300 rooms)
 Very Large Hotels (above 300 rooms)

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On the basis of ownership and affiliation:
• Owner managed hotel
• Independent hotel
• Franchise hotels
• Chain operated hotels

On the basis of star category:

• One star [*]
• Two star [**]
• Three star [***]
• Four star [****]
• Five star [*****]

On the basis of guest stay:

• Inns
• Residential (suburban)
• Transit
• Apartment
• Resort

On the basis of target market:

• Commercial hotel
• Airport hotel
• Casino hotel
• Conference

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 2.11 Early Hotels Opened in Nepal

S.N Year Opened Hotels Currently

1. 1952 Paras Hotel Now closed
2. 1954 Snow View Hotel Now closed
3. 1962 Hotel Green Now closed
4. 1964 Panoroma Hotel Now closed
5. 1965 Annapurna Running
6. 1966 Soaltee Now Closed
7. 1968 Blue Star Now closed
8. 1970 Crystal Now closed
1971 Shiraj and Manaslu Now closed

2.12. International Chain Properties in Nepal

• Hotel Marriot (Marriot International)

• Hotel Aloft (Aloft Hotel, Kathmandu)
• Radisson hotel(Radisson Hotel, Kathmandu)
• Hyatt Regency(Tarragon Regency)
2.13 Star Hotel and Resort on Nepal

5 star hotels 4 star hotels 3 star hotel Resorts

Hyatt Regency Hotel Shankar Hotel summit Rupakot resort

Radisson Hotel Hotel Himalaya Hotel Tibet Chandragiri Hills resort
Annapurna Hotel Royal Hotel Harati Gokarna Forest Resort
The Everest Hotel Singhi Hotel Godavari village Resort
Hotel Yak and Yeti Hotel Grand Marcopolo Kasara Resort
Hotel Shangri-La Hotel Dwarika Hotel Manang The lastResort
The Malla Hotel Hotel Vaishali Hotel Nirvana Golf Resort
Pokhara Grand Hotel sneha Marsyangdi
Kathmandu Marriot Hotel ichh Hotel Garden

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2.14 Corporate Social Responsibility

Corporate Social Responsibilities related programs done by the Sapana Village

(P) Ltd

• Free Dental camp related program which has conducted currently by associating
with Netherland Oral Health Society (NOHS).

• Promote the local product in the business.

• Emphasize to the local culture by local people.

• Provide different form of Subsidizes (Price, Fee, Charges) to the local People.

• Highly consideration for the preservation of Wild Life as an environmental

Responsibility.

• Conduct different forms of training and Development program to empower their

employees.

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 CHAPTER 3

INTERNSHIP ACTIVITIES

It was really great experience of hotel industry internship at Sapana Village (P) Ltd,
Chitwan. I was helped to utilize and transfer my theoretical knowledge into planned
and supervised practical things. There are departments I had done intern as follows

3.1. Food Production Department

The Kitchen department is a sub-department of the Food and Beverage operation of a

hotel. It deserves special mention because some supervisory and executive positions
are occupied by highly skilled individuals. They are also well paid and headhunted by
the best! This may sound like a very enticing career option, but bear in mind that it
takes many years of hard work and passion to excel in this area.

The food production department, commonly called the Kitchen department, involves the
preparation of food, while the delivery is done by the F&B department. The food
production department consists of the main kitchen (hot & cold), banquet kitchen,
soup section, pantry section, pastry section, baking & confectionery.

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 staff, maintaining the cleanliness and inspecting the quality of
raw materials to be used in cooking; at the same time be aware of safety standards.
Banquet kitchen, soup section, pantry section, pastry section, baking & confectionery.

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3.1.1. Pursuing a career in the Kitchen Department

• Job Roles

a. Entry Level
Trainee Steward: A trainee is someone who is still learning to assist in
keeping a restaurant and bar clean and sanitary, in cleaning dishes, and
tending to customers’ needs.
Kitchen Steward: A Kitchen Steward helps a restaurant with cleaning and
restocking tasks, ensuring that all kitchen areas are sanitary and supplies are
available.
Apprentice / Trainee: Helps a Chef prepare and cook dishes while training
to be full-time chefs themselves. They also oversee food supplies in
refrigerators and storerooms, clean and serve food.
Commis I: The Commis I Chef prepares food and ensures a courteous and
professional service in keeping with operational standards. Is also responsible
for assisting the Sous Chef in cooking and ensuring all stations are clean.
Commis II: A Commis II is responsible for daily food preparation and duties
assigned to meet the set standard. Will also support the Demi Chef de Partie
or Commis I.
Commis III: Prepares section mise en place, assists the Chef De Partie in his
duties to ensure that all food is served. Will also assist Commis II and
Commis I.

b. Supervisory Level
Assistant Chief Steward: Manages the inventory of all equipment, crockery,
cutlery and glassware. Also manages the stewarding team in order to ensure a
clean and safe working environment for the F&B team.
Demi chef de Partie: A Demi Chef de Partie is responsible for the
preparation and cooking of food. Assists in all areas of the kitchen for
breakfast, lunch and dinner. Ensures the kitchen areas are clean and tidy.
Chef de Partie: A Chef de Partie oversees a specific section of the kitchen.
This could be either the butchery, pastry, fish, vegetable, sauces kitchens. This
position is sometimes referred to as line cook or station chef. In larger

23
 kitchens, the Chef de Partie is usually assisted by a Demi-chef de Partie,
Commis or Trainee Chef.

c. Executive Level
Chief Steward: Coordinates the activities of the pantry and storeroom,
supervises non-cooking kitchen workers, purchases supplies and equipment.
Also inspects kitchens, workrooms, storerooms and equipment for cleanliness.
Junior Sous Chef: A Junior Sous Chef is an assistant to the Sous Chef.
Therefore, they are responsible for many of the same duties and
responsibilities, such as inventory, food preparation and staff management.
Executive Sous Chef: This individual will assist the Executive Chef with
overall operation. It is up to him to ensure guest satisfaction, organise, direct
and also control kitchen operation and administration work.
Pastry Sous Chef: Should act as a mentor to the kitchen team responsible for
pastries and desserts. Supports the Sous Chef with the management of the
wider kitchen. Plans out the week, handles rotas and assigns duties to the
team.
Executive Chef: The Executive Chef is in charge of the daily operations of
hotel and restaurant kitchens. Their duties include hiring, training and
overseeing kitchen staff. Also known as Chef Manager or Head of
department.

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3.2 Kitchen planning and layout

Figure 1.3: Kitchen planning and layout

What is meant by work centre’s or work areas? These are places within the complete
kitchen plan where you can readily do a particular task because you have arranged
together the necessary:
• Equipment or appliance
• Storage space
• Supplies
• Counter space
• Utensils

25
Kitchen plans vary on the number and kinds of work centre’s needed, just as family needs
vary. Basic centre’s needed are:
• Mixing
• Cook and serve
• Sink or sink-dishwasher
• Refrigerator.
Other centre’s to consider are:
• Dishware
• Clean-up
• Clothing care
• Garden and flower
• Eating and/or serving
• Bar-B-Que and/or fireplace
• Sewing
• Snack
• Food preservation
• Business
• Child care
• Pantry
• Rest and relaxation
KITCHEN SIZE
An idea of total space, compared with work centres desired, may help you in working with
your kitchen planning. These figures are generally used by kitchen planners:
• Small
8 feet by 10 feet to 10 by 10
• Medium
10 feet square to 10 x 12
• Large
10 feet x 12 feet and up

ARRANGEMENT
Centres can be arranged in any logical manner that considers the space, activities and the
importance you attach to a particular centre. Areas around the three basic pieces of
kitchen equipment — the sink, range and refrigerator — are usually considered

26
first. Then plan and locate these most important centre in the space you have to work
with. Try to place closely related centre together. Plan for routing your work from
centre to centre. Think through a meal from planning, purchasing, storing, preparing,
cooking, serving and eating, to cleaning up. Your kitchen plan should make these
tasks flow easily from one work area to another without unnecessary walking or
traffic interference.
WORK TRIANGLE
The work triangle concept can give you a basis to see how well your space planning
will facilitate your work in the kitchen. This is the triangle formed by the three lines
that connect the centre fronts of the refrigerator, sink and range or cook-top (Figure
1). You may disregard the separate oven, if you have one.
Figure (1): WORK TRIANGLE
The most desirable size is a total of 15 feet to 22 feet of the three sides of the work
triangle. The absolute minimum is 12 feet and the triangle should not be more than 26
feet, according to kitchen planning research.
Other guidelines to use in checking the work triangle are:
• Plan major traffic routes outside the work triangle
• Distances between appliances should be no more than
• 4 feet to 7 feet — refrigerator to sink
• 4 feet to 6 feet — sink to range
• 4 feet to 9 feet — range to refrigerator
• The work triangle is smallest with the Corridor (two-wall) and "U"-type
kitchens. The corridor plan is generally a traffic way, while the "U"-type kitchen
is dead-end space
• Clearance between base cabinets or appliances opposite each other should not be
less than 48 inches. In larger homes (over 1400 square feet) this may go up to 60
inches or more
SINK CENTRE
The sink centre is the most frequently used area in the kitchen and should be central
to other major centres you plan. In this centre, you will have sink, water and
drainage for food preparation and kitchen clean-up jobs. You may want to include a
food waste disposer, an automatic dishwasher and water heater. For a right-handed
person, 24 to 36 inches of counter space should be at the right side of the sink and 18

27
to 30 inches at the left side of the sink. If a dishwasher is placed to the left, 24 inches
is adequate.

Poor storage space is usually a problem in the sink centre because of the plumbing
lines and fittings, disposer and dishwasher. Some of the usual items to consider
storing in this area are: tools to clean food (brushes, etc.), storage supplies for
leftovers, dishwashing supplies and tools, pitchers, coffeemakers, cutting board and
wastebasket. Cleaning supplies are stored in this area in many homes — if possible
try to locate these in another area or at least out of the reach of small children.

COOK & SERVE CENTRE

This centre is planned around the range or cook-top. As the name implies, this work
area is to be planned for cooking and serving food. Convenience to the dining area is
desirable. In this area supplies, tools and equipment should be stored for food
preparation that begins at this point. It is most desirable to store serving dishes in this
area. In planning this centre, avoid having a window — this can be dangerous and
takes away needed storage space and makes venting or hood installation difficult.
Counter space on either side of the range or cook-top is desirable; 15 inches is
considered the minimum. Space is also needed to set serving dishes and to use as
work area when cooking. Heat-proof counter space is quite an asset on at least one
side of range.

REFRIGERATOR CENTRE

This taller appliance is best located so it will not block movement from one work
centre to another, so is usually at the end of the work area. One common fault in this
area is not providing counter space on the door opening side for convenience of
putting in or removing things from the refrigerator. An 18-inch counter should be
beside the door handle. The refrigerator location should not interfere with food
transfer between counters and the dining table and near preparation centres if
possible. It is helpful to locate this centre near the entrance where you will bring
groceries into the home.

If the oven is a separate built-in type, it is not generally in this vital work area but
may be near the mix centre because it is used less than the cook-top and saving steps

28
is not an important factor in placing it. When cook-top and oven are separate, they
should each have a section of counter on at least one side for setting items.

MIXING CENTRE

The mixing centre or food preparation centre is ideally located between the
refrigerator and sink centre. If it is between the sink and range, it will involve more
travel by the user. If possible avoid a window in this area so you can have the needed
wall storage. Most packaged, canned and bottled foods should be stored in this
centre as well as equipment, baking pans and tools used for food preparation. Length
of counter recommended for mixing is a minimum of 36 inches.

When it is possible, a lower counter in the mixing area makes a more comfortable
working height for most homemakers. To see the height that would be best for your
standing work at the mixing counter, measure 7 to 8 inches below your elbow height.
To test this figure, improvise a work surface at this measured height and then work
at this height long enough to decide if it seems right for you. Make needed
adjustments and use this latter adjustment in your planning for the mix area.

3.3. Duty Roster of Sapana Village (P) Ltd, Chitwan, Nepal

A duty roster was a schedule which assigned tasks, shift (such as, morning 6am to 3
pm, afternoon 2 pm to 11pm,or break),and away missions to crew members. It was
usually assembled by the senior chef of concern department.

3.4 Types of Kitchen & Department in Sapana Village (P) Ltd

The Hotel kitchen is the heart of the food service operation Food both raw and
cooked are stored, prepared and plated for service It is designed accordingly and also
depends upon the menu and task to be performed.

HOTEL KITCHEN LAYOUT

Sub sections of hotel kitchen in every department are called work stations The
success of the operation to a great extent lies on the planning and the layout. Work –
Motion study. Time – Motion study and different aspects of management has to be
taken into consideration for better productivity.

29
Main Sections Sub – Sections 1 Stations
Hot-foods section Sauce /Grill/Fry section
Roast section
Fish section
Soup station
Vegetable section
Cold kitchen / Garden- – Manger/ Larder Hors d’oeuvre section
Salad preparation
Juice pantry
Sandwich station
Showpiece preparation

Banquet section Bulk cooking

Dry heat cooking (roasting, broiling)
Holding and Pick up section
Room Service kitchen Grill station
Fry station
Hot Range section
Receiving Section Weighing and checking
Wash Up (Pot/Plate) Plate house & Pot Wash
Stores Dry, Refrigerator and Deep freezer.

GARDE MANGER / LARDER / COLD KITCHEN

The word larder has in professional kitchens a much wider significance it is
generally referred as the cold kitchen or the cold section where mise – en- place is
done All cold savoury items in the menu are prepared here. The larder is not simply
a place where food is stored but a place where the raw materials for cooking are
prepared and dressed In large establishments, the work is further divided into
sections With the butchery being considered more as a separate entity, presently this

30
section is hardly controlled by the Larder Chef The Butcher Chef or Head Butcher
works in close liaison with all the sections, especially with the Roast Cook. Grill
Cook. Curry Cook and the Larder Chef to provide the meat to them right on time.

Hors d’oeuvre & SALAD SECTION:

Section of the cold kitchen where salads, cold sauces and pre-plated cold starters are
prepared.

PANTRY SECTION OF HOTEL KITCHEN:

All juices and sandwiches are prepared and served from here This section is also
considered as the service counter of the entire section This section is generally in the
main kitchen and away from the cold room as because hot sandwiches like toasted
and grilled options are also served from here

Butcher Shop / Butchery: Air conditioned pre – preparation room for boning, paring
and cutting, where meats are cut according to specifications are prepared and
portioned and sent to the main kitchen.

HOT KITCHEN

The hot kitchen can best be summed up as being that part of a kitchen where raw
materials are prepared and cooked, whether baked, fried, roast, boiled or steamed.
It is in this part of the kitchen that hot kitchen chefs carry out their business. The hot
kitchen is usually equipped with modern equipment such as gas and electric stoves,
exhaust fans, ovens, chillers, hot and cold water supply, and dishwashers and so on.
Chefs send finished dishes from the hot kitchen to the cold kitchen to await serving at
table.
Soup section of hotel kitchen:

It is the responsibility of this section to prepare all varieties of soups All basic stocks
are also prepared here The cold soups are prepared and passed to the larder for
service.

Indian section of hotel kitchen:

This section is responsible for the preparation of all Indian dishes. The work is
subdivided into subsections such as: Hot Range: Vegetables, (bhajee. curries), rice,

31
pulao. biryani, meat, Fish, etc are prepared here The banquet dishes can be prepared
here too.

Tandoor section of hotel kitchen:

Tandoori breads (bread, chapattis, poories, bhaturas, etc.), tandoor (seekh kababs,
tandoor chicken, boti kababs) are prepared here.

Chinese section of hotel kitchen:

Where generally Chinese items were cooked, Chinese cuisine its own technique,
sauces, part of culture. Some food like Fry rice, Dim sums, Quick noodles,
Szechwan chilly chicken etc.

Continental section of hotel section

This cuisine refers to the European country. The key specialty of this food is, they
concentrate more on ingredients like olive oil, wine, herbs and minimal spices. Some
food are penne Arrabiata, Cheese fondue, BBQ chicken etc.

Live Kitchen

Live kitchen is located at middle of the vibe all day dyining resturant. Guest can
easily see us from the tables. In the morningtime we served variety of omelette ( e.g.
Bhurji, cheese, scramble, sunny side etc.) from continental. poori, prathas from
Tandoor, Dhosa, Utapaam from South Indian. In the day time we served variety of
main courses, such as roti, naan ,pastas,tawa vegs etc. This is very, sensitive kitchen
because guest can see directly .live kitchen has challenge kitchen should be clean and
healthy.

Purchasing Requisition
A purchase requisition form is an internal document used by an employee to
purchase goods or services on behalf of their firm. These purchases may be for
business operations (such as office supplies), inventory, or manufacturing inputs.

The purchase requisition form is submitted to the purchase department for approval
which is the first step in creating an effective audit trail for purchasing. Once the
purchase requisition is approved by the relevant department, a purchase order is
issued to the vendor of the requested goods or services.

32
Food Storing
Food store is a clean, well-ventilated, properly illuminated, easy to operate and
efficient place used by a catering establishment according to its catering policy. A
well-controlled store room and celler provides a daily check on all issues and costs,
and helps to lower the cost of raw materials by controlling pilferage, Wastage, and
reducing the possibility of frauds by user department.

Necessity to have a store. There are a lot of myths about the store facilities in the
Indian catering industry. If we were to exclude large hotel or restaurant chain, then
there would be a lot of entrepreneurs in this sector, who are not in favour of having a
separate or a dedicated store in their catering organization or food and beverage
outlets. A very simple question they ask is: why it is necessary when we can
purchase commodities as per our requirement on a daily basis. It is very necessary to
have a store in a catering facility for the following reasons:

• Successful and smooth operation.

• Maintaining record of shortage/spoilage.
• Maintain reasonable par stock as per business volume and popularity.

• Types of stores
According to the nature of food and beverage commodities, store may categorized in
the following types

33
i. Perishable food store:
These are used to store perishable food items such as meat, poultry, game, fish, dairy
products, fats, vegetables, and fruits.
ii. Frozen store:
These are used for storing of frozen foods, which must be placed immediately in a
deep freeze.
iii. Non-perishable items or dry store (groceries store):
These are used for storing pulses, cereals, sugar, flour, jams, pickles, bottled foods,
canned foods, breads, cakes, etc

3.5 Kitchen Staff Job Description

We are searching for organized, energetic kitchen staff to join our team. Kitchen
Staff are responsible for storing ingredients and assisting with food preparation. You
should also ensure that the kitchen and storage areas remain clean at all times.

To be successful as kitchen staff, you should demonstrate excellent interpersonal

skills and the ability to multitask without sacrificing accuracy in your work. Top-
notch candidates will be able to perform well within a fast-paced environment.

Kitchen Staff Responsibilities:

• Cleaning all dishes, work stations, cooking equipment, and food storage
areas in accordance with food safety regulations.
• Washing, chopping, shredding, and grating ingredients for subsequent use by
the chef.
• Sweeping and mopping floors, as required.
• Assisting with the unloading of deliveries.
• Storing ingredients according to prescribed food safety regulations.
• Assisting with the monitoring of inventory.
• Reporting all damaged or faulty equipment to the kitchen manager.
• Packaging customers' leftover food upon request.
• Cleaning trash cans and disposing refuse on a regular basis.

Kitchen Staff Requirements:

• High school diploma or equivalent.

34
 • Prior experience in a similar position.
• Thorough knowledge of food safety procedures.
• Excellent organizational, time management, and multitasking abilities.
• Outstanding interpersonal skills.
• Ability to lift up to 50 pounds.
• Capacity to work in a fast-paced environment.
• Ability to stand for extended periods.
• Ability to work shifts, over weekends, and on public holidays, as needed.

3.6 Duties and Responsibilities of Kitchen Staff

Duties and responsibilities of Executive Chef

• Executive Chefs complete a variety of creative, organizational and leadership
tasks to ensure a kitchen runs optimally and patrons’ meals are satisfactory.
Their responsibilities frequently include:
• Developing unique and cuisine-appropriate menus.
• Collaborating with the Restaurant Manager to set item prices.
• Staying current on developing trends in the restaurant industry.
• Maintaining the kitchen and surrounding areas in conditions that meet the
company standards and health code regulations.
• Monitoring inventory and purchasing supplies and food from approved
vendors.
• Hiring, training and supervising kitchen staff.
• Assisting and directing kitchen staff in meal preparation, creation, plating
and delivery.
• Identifying and introducing new culinary techniques.
• Preparing meals and completing prep support as needed.

Duties and responsibilities of Sous Chef

• Helping in the preparation and design of all food and drinks menus.
• Producing high quality plates both design and taste wise.
• Ensuring that the kitchen operates in a timely way that meets our quality
standards.
• Help in the preparation and design of all food and drinks menus.

35
 • Produce high quality plates both design and taste wise.
• Ensure that the kitchen operates in a timely way that meets our quality
standards.
• Fill in for the Executive Chef in planning and directing food preparation
when necessary.
• Resourcefully solve any issues that arise and seize control of any problematic
situation.
• Manage and train kitchen staff, establish working schedule and assess staff’s
performance.
Duties and responsibilities of Chef de Partie (CDP)
• Preparing, cooking and presenting high quality dishes within the
speciality section.
• Assisting the Head Chef and Sous Chef in creating menu items, recipes
and developing dishes.
• Preparing meat and fish.
• Assisting with the management of health and safety.
• Assisting with the management of food hygiene practices.
• Managing and training any Commis Chefs.
• Order supplies to stock inventory appropriately.
• Monitoring portion and waste control.

Duties and responsibility of Demi Chef de Partie (D-CDP)

• Preparation and cooking of food
• Assisting in all areas of the kitchen for breakfast, lunch and dinner
• Ensuring the kitchen areas are clean and tidy
• Maintaining Health & Safety standards.
• Co ordinate daily task with sous chef.
• Responsible to supervise junior chefs or commis.
• Daily feedback collection and reporting of issues as they arise.
• Carry out any other duties as required by management.

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Duties and responsibility of commis chefs i,ii,iii
• Assisting in the food preparation process.
• Cooking and preparing elements of high quality dishes.
• Preparing vegetables, meats and fish.
• Assisting other Chefs.
• Helping with deliveries and restocking.
• Assisting with stock rotation cleaning stations.
• Contributing to maintaining kitchen and food safety standard.
• Control food stock and food cost in his section.
• Cook food and prepare top quality menu items in a timely manner.
• Communicate assistance needed during busy period.

Duties and responsibility of trainee chefs.

• Receive regular training as and when agreed in a training program,
particularly learning the station responsibilities and operation
• Ensuring compliance to sanitation, hygiene, health and safety legislation and
organizational and quality requirements
• Help to co-ordinate food preparation
• Help to prepare and cook food
• Help with quality management of food
• Help with general cleaning required in the kitchen
• Assist team in investigating and resolving customer complaints
• Effective liaison, support and assistance with the remainder of organisation
• Assist generally in the kitchen as directed
• Receive training so that you can assist with maintaining accurate records and
accounts as required and reporting as agreed
• Set an example for junior kitchen team members of commitment, work ethic
and habits and personal character
• Responsibly use resources and control expenses to operate within budgetary
controls

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 Duties and responsibility of kitchen steward

Adhere to all organization policies and procedures Primarily Responsible for Operating
and maintain cleaning equipment and tools. Also responsible for washing dishes,
china ware, flatware, cutlery, crockery, kitchen vessels, sweeping and mopping
floors, cleaning and detailing equipment's etc. Maintains the kitchen, dish washing
and back area in an inspection-ready condition in accordance with local authority and
hotel guidelines.

• Ensure the kitchen is clean, well maintained and organised at all times.
• Ensure floors are dry and clean at all times.
• Operate pot-washing machinery and maintain a hygienic working
environment in accordance with hygiene regulations and company
standards.
• Adhere to all sanitation guidelines.
• Assist the Cooks and Servers as and when necessary.
• Collects and removes trash from all areas of the operation following
established procedures.
• Dispose of waste as per the hotel and authority standards and Adhere to
recycling guidelines.
• Ensure waste bin area is kept clean and tidy.
• Carry out general cleaning as directed to include sweeping, mopping up,
washing up, emptying of rubbish bins and boxes ensuring placement in
the correct containers
• Cleans and sanitizes pots, pans, utensils, and other minor equipment
routinely used in the kitchen following established procedures.
• Cleans and maintains floors and walls in kitchen and dish washing area
by following standard procedures.
• Cleans and sanitizes dishes and related serviceware following established
procedures.
• Cleans large equipment as assigned, following established procedures.
• Consistently adheres to Safety Data Sheet information related to the
proper and safe use of chemicals in the workplace.
• Knowledge and proficiency to operate industrial dish washers.

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 3.7 Kitchen Safety Rules-The Basics & Handiling Knives

Basic Kitchen Safety Rules

While preparing food and making your favorite dish in the kitchen is fun and enjoyable,
it is important to follow basic kitchen safety rules.
There are countless hazards lying around which could lead to an accident and injury.
From sharp knives that could be left lying around, being exposed to an open flame
from the oven or stovetop, the use of electrical appliances, and even bacteria in your
kitchen.
To prevent harm to yourself and to those around you, it is vital that we pay attention to
what we are doing, what is going on around us (especially if there are kids nearby),
have a proper plan and system in place when cooking, and have the right safety
equipment.

Kitchen Safety Rules

When it comes to kitchen safety rules, here are a few quick tips to adhere to:

1. Always wear shoes.

• Have you ever dropped a knife, or something sharp or hot? You don’t want to
have your feet exposed when this happens.
• It is always recommended to wear shoes whenever you are cooking. Keeping
them enclosed will give you that extra protection, whether it is from a falling
object, broken glass, hot water or oil spills.

2. Wear safe clothing.

• Avoid any long and baggy clothes when working in the kitchen, or dangling
jewelry. Having anything hanging out may catch on to anything, from a pot
with boiling water, to an open flame over the stove.
• Tops with fitted sleeves or no sleeves work best. And keep any flammable or
synthetic clothes out of the kitchen as a safety precaution.

3. Avoid burns.
• Keep pot handles turned away from the front to avoid accidentally knocking
the pot off the stove, or from kids grabbing the handles.
• This is much safer than having someone knocking it off the kitchen bench or
stove and having the food come flying and burning someone.

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 • Always have potholders or oven mitts handy and close by when handling
anything on the stovetop or oven.

4. Don’t forget to wash your hands.

• You would think this is common sense, but a lot of people forget this step.
• It’s important you wash your hands in warm soapy water before and after
cooking. Try to use paper towels to dry your hands afterward. Dish towels
may have raw meat/juice residue from wiping the dishes, and drying your
hands with this can lead to food poisoning.
• Always wash your hands before you start handling food, and when handling
raw meat or poultry, wash your hands again before handling other ingredients
to avoid cross-contamination.
• Also, remember to wipe or kitchen surfaces and sinks after cooking.

5. Use different chopping boards for raw meat, fruits, and vegetables.
• It may sound tempting to use the one chopping board for everything to make
cleaning duties easier later on, but this is a shortcut you don’t want to take.
• Using the same chopping board for meats, vegetables and fruits is a
guaranteed way to get the whole family sick with salmonella poisoning.
• It is advised to use one chopping board for raw meat, poultry and seafood, and
another for fresh fruits and vegetables.
• If you must use the same board, its safest to prepare your fruits and vegetables
first, wash your cutting board thoroughly with soap and hot water, and then
prepare your meats.

6. Handle hot dishes with care

• Having hot dishes not only poses a risk to yourself but to all those around you.
• Never leave stovetop dishes unattended while the burner is on, and use oven
mitts when removing a hot lid to avoid burning your hands.
• When boiling water, don’t fill it all the way to the top as it will bubble and
flow over when hot. And be mindful and ensure you have a clear pathway
when moving a pot of boiling water over to the sink.
• Any spills should be wiped immediately to prevent any accidents.

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 7. Have a fire extinguisher and know how to use it.
The leading cause of fires and injuries in the household occurs when cooking.
• Knowing how to use your fire extinguisher in case of an emergency is
paramount, as there won’t be time to start reading instructions when a fire has
broken out. It takes only seconds for a fire to get uncontrollable.
• Learn about different types of fires such as grease and electric fires. Never put
them out with water. Instead, your best bet to extinguish them is to use baking
soda or a pan cover. Suffocating the fire by removing air is the best way to put
out most fires. A fire inside your oven is best put out with an extinguisher, and
a microwave fire can be put out just by turning off the appliance and keeping
the door closed.

8. Cooking with kids in the kitchen.

A great way to bond and have some fun with the kids, it is important to keep a few things
in mind. Make sure their hair is tied back if it is long to avoid it catching on anything
or blocking their view. Teach them the importance of washing their hands and how to
avoid cross-contamination when handling raw and cooked foods.
Instruct them that all pots and pans should have the handles facing away from them to
avoid any accidental knocks and accidents.

9. How to Cook Safely With Oils.

Oil is commonly used when cooking meat and vegetables. To avoid injury, make sure to
heat oils gradually to avoid it splashing out and causing minor burns.
• Always keep an eye on any food in the oven or on the stove to prevent
burning, and if something smells of and appears to be burning, turn it off and
wait a few minutes before checking the food.
• And before cleaning your pots and pans, wait for them to cool completely
before attempting to wash and clean the down. Many people use oils when
cooking meat, poultry, and veggies. To prevent injury:

10. Store Your Food Properly.

How you store and manage your food ultimately determines how fresh and safe the food
you end up eating is, and is an integral part of kitchen safety.
• It is best to refrigerate food within one to two hours, depending on room temperature.

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• Wrap meat or contain it securely so that it is completely isolated from other food.
• Keep ingredients stored separately, as some foods expire more quickly than others,
and storing them together can speed up the oxidization process.
• Temperature-sensitive food like raw meat, fish, and certain dairy products need to be
quickly put away before they go off, or contaminate other ingredients

11. Knife Safety Rules

Now that we’ve covered the basic kitchen safety rules, here are a few quick rules to
playing it safe when it comes to knives.
• Keep your knives sharp by sharpening occasionally. Dull knives can slip and put you
at risk of losing control and cutting yourself. You to exert extra force and dull knives
cut
• Always slice away from your hands and watch your fingertips. If you slip or miss
when cutting, you don’t want your hand to catch the knife.
• When mincing, always keep the tip of the knife on the chopping board.
• When chopping, curl your fingers under and hold the food with your fingertips, while
using your knuckles to guide the blade.
• Steak knives are extremely sharp and are meant for cutting meat. Always pay extra
caution.
• Don’t be tempted to lick off any spreads or cream cheese off the knife. It really can
cut your tongue.
• Choose the right knife for the task at hand. Using a meat cleaver to peel an apple is
not a great idea.
• Make sure your chopping board is secure. If it doesn’t have grip, put a damp towel
underneath when cutting.
• Never slice anything freehand over the sink.
• If you do happen to cut yourself, quickly wash the cut, apply pressure, raise the cut
above your head until the bleeding stops, and then apply antibiotic cream and wrap
over with a bandage.

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3.8 Kitchen Equipment used in Kitchen

Cooking Equipment are:-

• Fryers Griddles
• Ovens
• Panini Presses
• Toasters Ranges
• Rotisseries Steamers

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 CHAPTER 4

CONCLUSION AND LEARNING OUTCOMES

4.1 Conclusion

I worked in a kitchen department, of Sapana Village (P) Ltd. I went as a trainee but can
get an opportunity to work as a commi chef, such as handing the morning breakfast,
live kitchen, ala carte order. Food production department is very huge concept. I got
chance to know how to prepared different dishes. In learn to work as professional
chef and learning different skill which is very important to speed up our working
style, for cooking different food and presenting as a professional. I got the chance to
handle different order and complain of the guest.

I got a chance to receive training about kitchen hygiene, food safety, fire control method
in kitchen. I got knowledge about different countries dishes. I got the knowledge
about how behave with different people and to communicate and co- ordinate with
each other.

I got the knowledge of personnel grooming that is about the body cleanliness which is
most necessary in hospitality industry. A chef must understand the situation and do
the best thing that that make other happy, the behaviour can make other happy and
friendly is most needed in hospitality industry. Experience in kitchen department

In Sapana Village (P) Ltd as a trainee its Forbes opportunities for me our executive and
supervisor make that good environment to grow easily. As a kitchen staff i work
with the responsibilities and passion. I learn what is co-ordination and behaviour
from different type of chef from different state, religious. I learn management of
kitchen and how can we operate the all kitchen with target from different section
CDPs. Within a month I got an opportunity to handle shift on kitchen and handle the
guest order. I learn in different shift have different responsibility and challenges. I
learn different skill and cooking method from different chefs.

Cooking is like painting or writing a song. Just as there are so many notes or colors,
there are ŚṢ only so many flavors – it’s how you combine them that sets you apart.
Wolfgang Puck, American Chef, Restaurateur, and Occasional Actor.

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4.2 Learning Out-come

Being the student of hospitality industrial candidates faced the industrial internship
of one year in theSapana Village (P) Ltd, Nepal during internship time candidate
assigned in specific departments of the hotel for perform the job task given by
senior, supervisors, managers as per the duty rosters. During the internship time, got
the chance to know how hotel operates, function day to day work, handle the
situation, solve the problem, etc. Candidate got the chance to work in:

4.3 Recommendation

Sapana Village (P) Ltd, Chitwan is the wellness hotel they make wellness food,
healthy food. The hotel goal is to provide healthy food to guest. This luxury hotel
and it’s a finest destination for guest from different part of Nepal as well as for
outsider and different types of guest. Some guest are coming to enjoy their time to
have fun some for to attend events such as marriage, seminar etc. Guest don’t want
to eat healthy food only they want various type of food and different type of
activities as well. So it would like to recommend to they can serve healthy and
normal food as per guest choice and they can add more staff to maintain the quality
of service and food to guest.

4.4 Summary

I have successfully completed my training at Sapana Village (P) Ltd, Nepal. The
entire training period was both interesting and challenging, offering me countless
opportunities to gain firsthand knowledge and experience about the hotel industry.
Throughout the program, I developed a deeper and more comprehensive
understanding of the real working environment, industry standards, and operational
practices.

The one-year internship played a vital role in enhancing both my soft skills and
functional abilities. It allowed me to grow not only through active participation in
assigned tasks but also through observation, collaboration with colleagues, interaction
with supervisors, and engagement with hotel guests. These indirect experiences
contributed significantly to my overall professional growth.

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Industrial training is indeed one of the most effective ways to prepare students for the
demands of real working life. As a result of this program, I now feel more confident
and better equipped to step into the hospitality industry and build a successful career.

During my 10-month placement at Sapana Village, I also had the invaluable

opportunity to work closely with hotel staff, which helped me refine my skills in
various departments. This report is based primarily on my personal experiences and
observations. Additionally, secondary sources such as websites and related literature
were consulted to enrich the content and provide context to my practical learning.

It has widen up my mind on what is meant by hotel management. The work as a

trainee could complete here was very satisfactory. During the 1 year internship in
Sapana Village (P) Ltd, it has been a knowledgeable journey for trainees. Training
has improved my skill in term of communication skill, telephone handling skill,
operational skill, time management skill and other various skill. Further as far as
trainee career goes, this type of training is fundamental to undergraduate study.

Last not the least, the industrial training in Sapana Village (P) Ltd had been a
wonderful experience full with good experience and knowledge.

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 REFERENCES

Radojevic, T., Stanisic, N., Stanic, N., & Davidson, R. (2018). The effects of
traveling for business on customer satisfaction with hotel services. Tourism
Management, 67, 326-341.

Sotiriadis, M. D. (2020). Hotel Spa and Wellness Services in Crete: A Marketing

Analysis. In Destination Management and Marketing: Breakthroughs in
Research and Practice (pp. 83-91). IGI Global.

https://www.jungle HYPERLINK "http://www.agoda.com/" HYPERLINK

"http://www.agoda.com/" HYPERLINK "http://www.agoda.com/" world
HYPERLINK "http://www.agoda.com/" HYPERLINK
"http://www.agoda.com/" HYPERLINK "http://www.agoda.com/"resort.com

http://www.en.wikipedia.ord/wiki/hospitalityindustry

Hotel Brochures and magazines

Previous Semesters Books and Note

Intern Logbooks

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APPENDIX

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