Name of University William Angliss Institute @ SLIIT

Student Name Panagodage Himadi Navodya Randini Panagoda

Student ID
Student Email Address
Semester
Due Date Duration

Name of Company
Supervisor’s Name
Title
Phone Number
Email Address

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CONTENTS
Executive summary

1. Company overview

• Description of the organization……………………………………………..

• Organization Vision & Mission……………………………………………..
• Organization Chart…………………………………………………………..
• Departments…………………………………………………………………
• Products……………………………………………………………………..
• Competitors………………………………………………………………….
• Markets……………………………………………………………………….

2. Position and description of duties

• Description of departments……………………………………………………
• Responsibilities assigned to you as an intern………………………………….
• Details of tasks completed, training programs, and projects undertaken…….

3. Organizational/Departmental/Branch Analysis

• Customer Relationship Management…………………………………………..

• Customer complaint analysis and management……………………………….
• Customer satisfaction measurements………………………………………….
• Training and development of employee……………………………………….
• Competition……………………………………………………………………….
• Internal deficiencies are hindering the organization’s efforts in achieving its targets.
• External circumstances/ trends/opportunities that favor the organization in achieving
its targets……………………………………………………………………………
• System certification and membership in associations……………………………..
• Technology used…………………………………………………………………..
• Organizational Culture…………………………………………………………….
• Best practices………………………………………………………………………

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4. Learning Outcomes

• What was accomplished through the affiliation?.......................................................

• The facets of your responsibilities that you liked/disliked and why?........................
• How efficiently did you apply the theoretical knowledge from your courses to the
practical situations during the internship?...............................................
• How was this internship destined to impact your career advancements?................
• Any other comments you would deem appropriate and relevant………………….

5. Comparative Analysis

• How does the service standard fare against the property you worked at?............
• What are the differences between the different properties?.................................
• Overall experience satisfaction…………………………………………………
• Guest movement between properties…………………………………………..
• Quality of products……………………………………………………………..

References……………………………………………………………………………..

Gallery …………………………………………………………………………………

Annexure……………………………………………………………………………….

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EXECUTIVE SUMMARY

Here I will be talking about my 2-month journey as a trainee. I’ll state the pros and cons how
was the organization overall and how our experiences as trainees were. I will also state the
responsibilities, daily tasks, customer service, etc. I experienced. I hope you will enjoy this
project. Thank you.

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 1. Company Overview

❖ Brief Description Of The Organization.

According to (Bluewhale resort kalpitiya) Blue Whale Resort Kalpitiya is considered one of
the most luxurious and innovative hotels In Sri Lanka, The hotel's success in providing guests
with the feeling of being at home has paved the way for its growth and development.

Founded by EJS Alahakoon in 2016 this is located in the idyllic coconut village in Kalpitiya,
Sri Lanka. The resort offers natural beauty, marine life, and warm smiles from the locals.
Situated just 50m from the coast of the Indian Ocean, Chalets faces the beach, and the
popular kite surfing lagoon is only 10 minutes away. Blue Whale Resort Kalpitiya also
provides with private lagoon in front of the resort specifically for kite surfing.

(Gallery 1)

❖ Organization Vision & Mission.

According to (Bluewhale resort kalpitiya),

VISION

Our vision unifies us towards a common goal – “ Building the success and catering to the
guests with the pleasure of Stay with us and feel like home ”.

MISSION

“ We aim to make of the ordinary something extraordinary. Because it is the special little
treats that are the spices of life. We invite people to enjoy just such special moments with us:
Stay with us and feel like home, on the move or on holiday ”.

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 ❖ Organizational chart.
Corporate
Owner

General
Manager

Front Office Food & Beverage Executive

Manager Manager Housekeeper

Corporate Owner
Front Desk Waiter
Attendant

Trainee

❖ Departments
• Front office department – Greet customers, Guide and handle customers,
Deliver the meals.
• Food & Beverage Department – Deals with the purchasing of materials and
products, their storage, retrieval, processing, and serving.
• Hot Kitchen Department – Handle most of the orders received by customers.
• Pastry Kitchen Department – Prepare Cakes, desserts, and pastry items.
• Store Department – Handle all the In and Out stocks.

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 • Housekeeping Department – This department is responsible for the
cleanliness, maintenance, and upkeep of the 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.
• HR Department – The Human Resources Department is responsible for the
utilization, training, and development of the human resources of the hotel.

❖ Products

Below are the products that we provide at Blue Whale Resort Kalpitiya, (Bluewhale resort
kalpitiya)

• A’la Carte Menu.

• Special Crab Menu.
• Buffet.
• Wine & Dine.
• Cocktails & Mocktails.
• Liquor Menu.

❖ Competitors

Here are some competitors,

• Bedrock Beach Bungalow

• Dutch Bay Resort
• Dolphin Beach Resort
• Blue Waves Kite Surfing Beach Resort

❖ Markets

Main target families. The company also does online advertising to catch the attention of
foreigners and locals. Hotels also get booked for functions such as,

• Birthday Events.
• Anniversary Events.
• Company Events.
• Wine & Dine

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2. Position And Description Of Duties.
Position title – Intern

❖ Description Of Departments

➢ Food & Beverage Department

Being one of the most important departments in a hotel, the Food and Beverage
Department holds a key role in the hotel’s day-to-day operations. Fundamentally,
their duties involve the high-quality serving of meals and drinks, combined with
excellent customer service to create an unforgettable dining experience for guests.
They are the most commonly known by people but there are many more that include
the members’ responsibilities, services, and job prospects.

Here are some of the operations that I did in the Food & Beverage Department,
• Greeting guests.
• Take and deliver customer orders, consistently demonstrating high levels of
customer service.
• Prepare set-ups for tables and/or rooms.
• Follow cash handling procedures.
• Manage guest queries in a timely and efficient manner.
• Up-sell the latest promotion.
• Ensure cleanliness of the work areas.
• Perform any other duties assigned.

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 ➢ Pastry Kitchen Department

In the Pastry Kitchen Department, We bake various desserts in a kitchen within a restaurant
or bakery. Our main duties include following recipes to create pastries, cookies, and other
baked goods, developing new and unique recipes to feature on the menu, and keeping stock
of the kitchen’s inventory.

Here are some of the operations that I did in the Pastry Kitchen Department,

• Preparing mise un plus.

• Cleaning pots and pans.
• Baking cakes, cookies, and puff pastries.
• Cleaning work surface.
• Mopping floor.
• Cleaning used machines.
• Cleaning and restocking refrigerators.
• Refilling flour, Sugar, and needed ingredients for pastry kitchen.
• Checking Dates on every food item.

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 ❖ Responsibilities Assigned To You As An Intern.

Here are some of the responsibilities assigned to me in the food & beverage and in the Pastry
Kitchen Department.

• Greeting customers.
• Taking orders and serving customers.
• Cleaning tables and preparing tables for service.
• Emptying bins.
• Taking stocks.
• Preparing Mise un plus.
• Baking cakes, cookies, and puff pastries.
• Cleaning and sanitizing workplace, and used equipment.
• Checking dates on every food item.
• Cleaning and stocking refrigerator.

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 ❖ Details Of Task Completed, Training Program, And Project Undertaken.

Details of task completed

• Preparing Mise en place.

• Restocking refrigerator.
• Restocking dry and wet ingredients.

Training Program

In the first week as a trainee in the Food & Beverage department, we were given a trainee
session by the General Manager. We were taught how to greet customers, work with a smile,
serving styles, the history of etiquette in serving style, and many more. We were given the
general knowledge of how a workplace should run.

Project Undertaken

As for the project undertaken, we were given to do Christmas decorations. We were teamed
up to two groups and were given a few specific tasks. All decorations should have a natural
touch.

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 3. Organizational/ Departmental/ Branch Analysis

❖ Customer Relationship Management

Here are some of the ways we manage customer relationship management in Blue Whale
Resort Kalpitiya,

• Providing Comfortable service for customers.

• Providing Welcome drinks and hot or cold towels.
• Recommending where to visit and have fun.
• Having customer loyalty programs.
• Greeting with a smile to make the customer feel warmth and love.

With this customer relationships can be improved and this way we can have happy, relaxed
customers.

❖ Customer Complaint Analysis And Management

When we get a customer complaint, we try to fix it right away. If it's not possible to fix it
by ourselves we inform the restaurant manager general manager or the supervisor that’s
allocated to that place.

For example, If a customer isn’t satisfied with the food. We try our best to take the
complaint positively and try to solve it. But sometimes it doesn’t go by the book. Can be
due to anything. At those times we try to keep ourselves together and give the customer
the satisfaction they deserve.

Another example that I personally faced was when my order was getting late. I told the
customer the situation we were having and that the food might be delayed than it’s
supposed to be and this kind of customer was okay with that and waited for the food
patiently.

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 Sometimes we get to face different types of customers due to different personalities. But
we should try our best to understand everyone. But if a mistake was made we were
always taught to apologize with a warm heart.

❖ Customer Satisfaction Measurement

Here are some of the satisfaction measures we used on the establishment,

• Working with a smile to make customers happy.

• Providing customers with quality products and services.
• Having friendly talks with customers.
• Asking customers about their experience.
• Satisfy customers by meeting their expectations.
• Responding to the customer reviews.
• Giving customers comfortable service.
• Trying to understand each customer's preferences.
• Listen to your customers and give them the correct service.

❖ Training And Development Of Employees

Every employee of the establishment gets training every few months to see their
skills, and how they are doing with the food and beverage. Also, get trained on how to
handle customers and how to respond to customers. As for us we got training from A
to Z and were taught about general knowledge. When we were given to work with
customers.

To develop the employees the establishment gives them a medal and certificates for
their achievements. Not only the best employee is given compliments, but everyone is
given feedback. Also, to keep the work exciting employees are given gifts. Employees
are always respected and taken care of.

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❖ Competition

When it comes to business there’s always competition no matter what field you work in.
You should always try to win over your competitor, If you lose it will most likely harm
the business. Here are a few ways our establishment uses to win over customers,

• Provide good customer service.

• Always give fresh and high-quality products.
• Keeping a good brand name.
• Using online advertising.
• Handsome offers.
• Quick response and quick service.

❖ Internal Deficiencies Hindering The Organization’s Efforts In Achieving Their

Target.

Here are a few internal deficiencies we had during our internship,

• Not having enough service staff.

There were a few times that we had less staff to work and it was super hectic and
everyone became too exhausted.
• Having too much stock.
Having too much fresh produce can be a big waste as it can go bad very fast.
• Not enough Refrigerators.
We had a few refrigerators but there were not enough refrigerators for the pasty
department.

❖ External Circumstances/ Trends/ Opportunities That Favor The Organization In

Achieving Their Targets.

• Seasonal offers.
Having seasonal offers attracts a lot of customers and that can be a huge market.

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 • Using Social media to promote and attract customers.
Nowadays as everyone uses social media it’s a good way to attract customers.

❖ System Certification
If you are doing business having a system certification can advance your business.
Here are a few that are owned by Blue Whale Resort Kalpitiya,

• ISO 9001: 2015 Quality Management System Certification.

• FSSC 22000 – Food Safety System Certification.
• ISO 14001: 2015 Environmental Management System Certification.

❖ Technology Used
To manage accounting here they used an account management system. As for the
sound system they use the Spotify music app. We use electric ovens, fryers, grill
plates, deep fryers, and many more in the kitchen.

❖ Organization Culture
Our organization believes in values, attitudes, rules, and respect. And we use 4Cs,
• Competence
• Commitment
• Contribution
• Character

❖ Best Practices.
• Having strict rules on hygiene.
• Cleaning and sanitizing the kitchen every day.
• Make sure to ask staff about their hardship to keep their mental health
balanced.

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4. Learning Outcomes

❖ What Was Accomplished Through The Affiliation? (Through Your Internship)

• Got the knowledge of how to serve customers.
• Got to know about new desserts.
• Got better at teamwork and time management.
• Learned how to work under pressure.
• Got more knowledge about how a resort works.

❖ The Facet Of Your Responsibilities That You Liked/ Disliked And Why?

Responsibilities I liked.
I liked serving customers and getting them to know about the resort. And helping with
baking. Cleaning and restocking the refrigerator and taking stocks.

Responsibilities I Disliked.
As a trainee they let me handle the KOT just to give experience and as a fresh newbie
it was super stressful and I would try It again but after I gather experience. And
handling hot plates I had trouble at first but as time goes it was getting okay.

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❖ How Efficiently Did You Apply The Theoretical Knowledge Gained From Your
Courses To The Practical Situations Confronted During Internship?
• We use hygiene techniques every day.
• Helped with identifying equipment and ingredients.
• Using stock control methods.
• Work safely in the workplace.

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 5. Comparative Analysis

❖ How Does The Service Fare Against The Property You Worked At?
Compared to The Blue Lagoon Resort Kalpitiya the service standard and techniques
are different.

Gallery 2 Gallery 3

Difference Between ✓ Have a small car ✓ Have Free private

Properties parking space. parking.
✓ Property is big ✓ Property is small.

Atmosphere Of Property ✓ Most of the customers ✓ Most of customers visit

visit here for the Kite here for diving,
Surfing, Cycling , Cycling and Darts.
table tennis and tennis. ✓ Also This place have a
Also for the private good aesthtic that goes
beach area. with the beach.

Guest Movement Between ✓ During the busy ✓ During the busy season
Properties season this place gets this place gets more
fewer customers. customers because this
Because people choose place is near to a wide
wide beach area beach.
✓ At no season this place ✓ At no season this place
gets more customers to gets fewer customers
enjoy a relaxing time. as it is a bit disturbing

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Quality Of Products due to the sound.
✓ The quality is good but ✓ The quality is good but
has a wide range of don’t have many
cuisines but a bit on cuisines but have a
the expensive side. reasonable price.

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References

• “Blue Whale Resort Kalpitiya.” Www.findit.lk, www.findit.lk/blue-whale-resort-

kalpitiya/business-news. Accessed 9 May 2024.
• Bluewhale resort kalpitiya. “Blue Whale Resort & Kite Surfing, Kalpitiya.”
Www.bluewhaleresort.com, www.bluewhaleresort.com/index.php. Accessed 7 May
2024.
• “Coming Soon.” Thebluelagoonresort.com, thebluelagoonresort.com/. Accessed 9
May 2024.

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Gallery

Gallery 1 (Bluewhale resort kalpitiya)

Gallery 2(“Blue Whale Resort Kalpitiya”)

Gallery 3(“Coming Soon”)

Gallery 4

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Gallery 5

Gallery 6

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Annexure

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