A REPORT ON THE INTERNSHIP TRAINING AT

HOTEL ABIRAMI RESIDENCY, KODAIKANAL

Submitted in Partiaal Fulfillment of the

Requirements for the award of Degree of
B.Sc(HMCS)

Submitted by:
Mr. M. MANAIKANDAN
Register No:

Under the guidance of

………………….
………………………

DEPARTMENT OF MANAGEMENT STUDIES – PG

K.S.RANGASAMY COLLEGE OF ARTS AND SCIENCE (AUTONOMOUS)

TIRUCHENGODE – 637 215

JUNE 2016
 A REPORT ON THE INDUSTRIAL EXPOSURE TRAINING AT
HOTEL ABIRAMI RESIDENCY, KODAIKANAL

Submitted in Partiaal Fulfillment of the

Requirements for the award of Degree of
MASTER OF BUSINESS ADMINISTRATION

Submitted by:
Mr. S.C.S. BALACHANDAR
Register No: 16PBA007

Under the guidance of

………………….
………………………

DEPARTMENT OF MANAGEMENT STUDIES – PG

K.S.RANGASAMY COLLEGE OF ARTS AND SCIENCE (AUTONOMOUS)

TIRUCHENGODE – 637 215

JUNE 2016
 CERTIFICATE

This is to certify that “ A REPORT ON THE INTERNSHIP TRAINING AT HOTEL

ABIRAMI RESIDENCY, KODAIKANAL” is a record of the work done by S.C.S. BALACHANDAR
(Register Number: 16PBA007), submitted in partial fulfillment of the requirement of the award of degree
of Master of Business Administration during the academic year 2017-2018.

Faculty Guide Head of the Department

Submitted for the Viva-Voce Examination held on ________________.

Internal Examiner
 DECLARATION

I hereby declare that the internship report at “ A REPORT ON THE INTERNSHIP

TRAINING AT HOTEL ABIRAMI RESIDENCY, KODAIKANAL” is my original work and that no
part of this report has been submitted for the award of any other degree, diploma, fellowship or any other
similar titles and that the work has not been published in any journal or magazine.

PLACE: TIRUCHENGODE S.C.S. BALACHANDAR

DATE: (16PBA007)
 ACKNOWLEDGEMENT

I would like to express my deep sense of indebtedness to LION Dr. K.S. RANGASAMY, MJF,
Founder and President, K.S. Rangasamy Educational institutions. Tiruchengode, for giving me an
opportunity to study in this prestigious institution.

It is my privilege and great pleasure to express my sincere and heartfelt thanks to

Mr. R. SRINIVASAN, Secretary, K.S. Rangasamy Educational institutions. Tiruchengode.

I wish to extend my whoe-hearted thanks to Smt. KAVITHAA SRINIVASAN, M.A., M.B.A.,

Executive Director, K.S. Rangasamy College of Arts and Science (Autonomous).Tiruchengode, for
providing me an opportunity to undertake project.

I am indebted to Dr. V. RADHAKRISHNAN, Princiapal, K.S. Rangasamy College of Arts and

Science (Autonomous).Tiruchengode, for permitting me to undertake this project work.

I wish to place o record my thankfulness to Dr. A.T. JAGANATHAN, M.B.A., M.Phill., Ph.D.,
Head, Department of Business Administration, K.S. Rangasamy College of Arts and Science
(Autonomous).Tiruchengode, for permitting me to undertake this project work.

I would like to extend my sincere thanks to my Guide…………………….. Department of

Management Studies, K.S. Rangasamy College of Arts and Science (Autonomous).Tiruchengode, for
taking meticulous care in correcting the manuscripts of this report and providing constant motivation
throughout my course of study.
 TABLE OF CONTENTS

S. No. PARTICULARS PAGE NO

I INTRODUCTION
II INDUSTRY PROFILE
III COMPANY PROFILE

IV ORGANISATION STRUCTURE

V VARIOUS DEPARTMENTS

 CORE DEPARTMENTS:
1. FRONT OFFICE
2. HOUSEKEEPING
3. FOOD PRODUCTION
4. FOOD & BEVERAGE SERVICE
 ANCILLARY DEPARTMENTS:
 FINANCIAL DEPARTMENT
 HUMAN RESOURCE DEPARTMENT
 PURCHASE & STORE DEPARTMENT
 SALES & MARKETING DEPARTMENT
 ENGINEERING DEPARTMENT
 SECURITY DEPARTMENT

VI CONCLUSIONS
I. INTRODUCTION
According to the British laws a hotel is a place where a “bonafied” traveler can
receive food and shelter provided he is in a position to for it and is in a fit
condition to receive. Hotels have a very long history, but not as we know today,
way back in the 6 th century BC when the first inn in and around the city of London
began to develop. The first catered to travelers and provided them with a mere roof to stay
under. This condition of the inns prevailed for a long time, until the industrial
revolution in England, which brought about new ideas and progress in the business at
inn keeping.
The invention of the steam engine made traveling even more prominent. Which
had to more and more people traveling not only for business but also for leisure reasons. This
lead to the actual development of the hotel industry as we know it today.

Hotel today not only cater to the basic needs of the guest like food and
shelter provide much more than that, like personalized services etc.

Hotels today are a “Home away from home”

 II. INDUSTRY PROFILE
HOSPITALITY AND TOURISM INDUSTRY

The Indian hospitality industry has emerged as one of the key industries driving growth of the services
sector in India. It has evolved into an industry that is sensitive to the desires and needs of people. The
fortunes of the hospitality industry have always been linked to the prospects of the tourism industry and
tourism is the foremost demand driver of the industry. The Indian hospitality industry has recorded
healthy growth fuelled by robust inflow of foreign tourists as well as increased tourist movement within
the country and it has become one of the leading players in the global industry. Foreign tourist arrivals
(FTAs) into the country increased steadily from 2002 to 2008. FTAs dipped in 2009, due to the global
economic slowdown; however, the impact on the Indian industry was much lower than that on the global
counterparts. FTAs are expected to increase in 2020. On the other hand, domestic tourist movement
within the country was the highest in 2009.

Industry characteristics

Major characteristics of the Indian hospitality industry are:

 High seasonality

The Indian hotel industry normally experiences high demand during October -April, followed
which the monsoon months entail low demand. Usually the December and March quarters bring
in 60% of the year’s turnover for India’s hoteliers. However, this trend is seeing a change over
the recent few years. Hotels have introduced various offerings to improve performance
(occupancy) during the lean months. These include targeting the conferencing segment and
offering lucrative packages during the lean period.
  Labour intensive

Quality of manpower is important in the hospitality industry. The industry provides employment
to skilled, semi-skilled, and unskilled labour directly and indirectly. In India, the average
employee-to-room ratio at 1.6 (2008-09), is much higher than that for hotels across the world.
The ratio stands at 1.7 for five-star hotels and at 1.9 and 1.6 for the four-star and three- star
categories respectively. Hotel owners in India tend to “over -spec” their hotels, leading to higher
manpower requirement. With the entry of branded international hotels in the Indian industry
across different categories, Indian hotel companies need to become more manpower efficient and
reconsider their staffing requirements.

Classification of hotels

The Ministry of Tourism has formulated a voluntary scheme for classification of operational
hotels into different categories, to provide contemporary standards of facilities and services at
hotels. Based on the approval from the Ministry of Tourism, hotels in India can divided into
two categories:

1. classified hotels
2. unclassified hotels

1. Classified hotels

Hotels are classified based on the number of facilities and services provided by them. Hotels
classified under the Ministry of Tourism enjoy different kinds of benefits such as tax incentives,
interest subsidies, and import benefits. Due to lengthy and complex processes
for such classification, a significant portion of the hotels in India still remain unclassified. The
Ministry of Tourism classifies hotels as follows:

 Star category hotels

 Heritage hotels
 Licensed units

 Star category hotels

Within this category, hotels are classified as five-star deluxe, five-star, four-star, three-star, two-
star and one-star.
  Heritage hotels

These hotels operate from forts, palaces, castles, jungles, river lodges and
heritage buildings. The categories within heritage classification include heritage grand, heritagecl
assic and heritage basic.

 Licensed units

Hotels/establishments, which have acquired approval/license from the Ministry of Tourism to

provide boarding and lodging facilities and are not classified as heritage or star hotels, fall in this
category. These include government-approved service apartments, timesharing resorts, and bed
and breakfast establishments.

 Branded players

This segment mainly represents the branded budget hotels in the country, which bridge the gap
between expensive luxury hotels and inexpensive lodges across the country. Budget hotels are
reasonably priced and offer limited luxury and decent services. Increased demand and healthy
occupancy have fuelled growth of budget hotels. These hotels use various cost control measures
to maintain lower average room rates without compromising on service quality. Ginger Hotels,
ITC Fortune, Hometel, and Ibis are some of the popular budget hotels.

 Other smaller players

These are small hotels, motels and lodges that are spread across the country. This segment is
highly unorganized and low prices are their unique selling
Marketing strategies

Marketing strategies in the hospitality industry have changed drastically over the past decade. A
decade back, the brand name of the hotel was a major driver. However, with the arrival of well
educated and experienced travelers, hotel companies have had to change/realign their marketing
strategies. Today, hotel companies marketing strategies are differentiation, consistency, customer
satisfaction, delivery of brand promises, and customer retention. Development and use of
technology have also changed the way hotel companies operate, creating the need for online
marketing. Travelers increasingly conduct basic research on the Internet. Blogs, networking sites,
and travel sites are therefore being used for making choices and the information provided tends
to influence opinions and choices. Several travel portals have emerged in recent times and
travelers are increasingly using these portals to make hotel reservations.

Opportunities

The prospects for the hotel industry in India are bright. With revival in the global economy,
international tourist inflow into the country is expected to rise. Additionally, hosting
of international sports events and trade fairs and exhibitions in the country are expected to aid
both inflow of international tourists and domestic tourist movement. The upcoming industrial
parks, manufacturing facilities and ports across the country provide a good opportunity for
budget and mid-market hotels. Although around 89,500 additional rooms are expected to come
up in India in the next five years, the supply of branded/quality rooms in India is much lower
compared to other countries across the globe. Hence, there exists
huge potential for investors and operators across all the segments of hotel industry in India. Thei
ncrease in room inventories is expected to make the hotel industry more competitive and hotels
would be under pressure to maintain quality and service levels at competitive prices. Competitive
pricing amongst the branded hotels along with the addition of more budget and mid-market
hotels would make the hotel industry cost competitive with other destinations. This would aid the
growth of segments such as MICE, amongst others. While there is immense potential, concerns
for growth of the industry remain. These include high real estate prices in the country, security
threats, shortage of manpower, high tax structure and non-uniformity in taxes.

III. COMPANY PROFILE

General Business Activities Abirami Residency has been established as a standalone hotel
property in Kodaikanal, Tamilnadu. Abirami group of Companies is a brain child of its Chairman
Shri. S.C. Sekar established in the year 1985, Since then handling raw material supply to Glass
manufacturing companies like Mohan Breweries, Hindustan National Glass Ltd., etc., Abirami
Group of companies consists of Lime Industries, Imports & Exports and Transportation
businesses.
Based on the decision of the company to diversify its business from manufacturing
industry profile, it has established a Hotel in the name of “Abirami Residency” in the year 2014
at Kodaikanal, which provides accommodation and food service in 3 Star classified Hotel style
and quality. The revenue of the hotel is expected to be nearby Rs. 2 – 3 Cr per annum for the year
2017 – 18 depending on the variables that are factored in with investments.

Company Strategy

 Purpose: To be a leader in the industry by providing enhanced services, relationship and

profitability.
 Vision: To provide quality services that exceeds the expectations of our esteemed
customers.
 Mission Statement: To build long term relationships with our customers and clients and
provide exceptional customer services by pursuing business through innovation and
advanced technology.
 Core values: *We believe in treating our customers with respect and faith. *We grow
through creativity, invention and innovation. * We integrate honesty, integrity and
business ethics into all aspects of our business functioning.

Company Information and Contact Details

 Business Name: Abirami Residency.

 Business Address: 3/20, Observatory Road, Near BSNL office, Kodaiakanal
 Phone: 04542-244460/61
 Annual Sales: Rs. 3 Cr.
 Total number of Employees: 25
 Number of Employees at Head Office: 05
 Primary Line of Business: Raw Material manufacturing for Glass production
Management Directory

 Mr. S.C. Sekar, Chairman

 Mr. S.C.S. Ganesh Prabhu, Managing Director
 Mr. S.C.S. Balachandar, Director
 Mr. KU. Annamalai, General Manager

Profile of Mr. S.C. Sekar, Chairman, Abirami Group of Companies

1978 - Civil Building Contractors in M/s. South India

Corporation, Erode, Tamil Nadu, India.
1979 - Contractor, unskilled & skilled labours in M/s
Seshasayee Paper Boards Ltd.,
1981 - Started Industrial Canteen at Tamilnadu News
Print & Papers Ltd.,
1982 - Manpower contractor of Tamilnadu Newsprint &
Papers Ltd., with more than 1000 Labours daily.
1985 - Started a company M/s. Abirami Lime Industries,
Erode, Tamil Nadu , India
- Contractor, Manpower in M/s. India Cements
Ltd., Sankari, Tamil Nadu, India
1996 - Started supply of Raw Materials to M/s. Mohan
Breweries and Distillers Ltd., Pondicherry - India.
1997 - Started supply of Raw Materials to M/s.
Hindustan National Glass Ltd., Pondicherry, India.
1998 - Started our own Factory at Erode, Tamil Nadu,
India.
2000 - Started supply of Raw Materials to M/s. Khoday
Glass Company Bangalore, Karnataka State,
India.
- Started supply of Raw Material to M/s. Excel
Glass Ltd., Allepy - Kerala State, India.
2001 - Started M/s. Abirami Transports, Erode,
Tamilnadu, India.
2002 - Started supply of Poultry feeds to M/s. SLT
Animal Feeds, Erode, Tamil Nadu, India.
2007 - Started company M/s. Abirami Imports &
Exports, Erode, Tamilnadu, India.
2008 - Started Registered Trust M/s. SCS Trust at Erode,
Tamil Nadu , India.
2009 - Obtained certificate from APEDA (Agricultural &
Processed Food Produce Exports Development
Authority) from ministry of Commerce Industry
government of India.
2010 - Started supply of Raw Materials to M/s. Saravana
Global Energy Ltd., Manafuactures Electricity
Insulators.
2013 - Started Constructing a Three Star Hotel M/s.
Abirami Residency at Kodaikanal, Tamil Nadu.
Certificate : Deep Appreciation from M/s. Tamilnadu
Newsprint and Papers Ltd., Karur, Tamil Nadu,
India.
Member : India-Asian - Srilanka Chamber of Commerce &
Industry.
Erode District Chamber of Commerce and
Industries.
Positions Held: President - Tamilnadu Contractors
Association, Govt of Tamilnadu - India.
1980 to 1994.
Advisor - Contractor Abolition Committee as a
Honorable Post, Appointed by Chief Minister of
Tamilnadu, Govt of Tamilnadu, India.

Founder : S.C.S. Trust, Erode, Tamilnadu, India. Acting

at kanoor village – Sivaganga Dist.
India has a host of picturesque hill stations with each one having its own unique charm. Nature
blossoms at its best in these hidden gems. Tucked amidst the fragrant hills of Western Ghats is
Kodaikanal.
Located at an altitude of 2133 meters above sea level in the beautiful Western Ghats, Kodaikanal
is one of the most frequently visited hill stations in India as it provides the perfect getaway to
those who want relief from the hot, sultry conditions of the plains, especially since it is close
enough to the Madurai city to make just a weekend trip.

Hotel Abirami Residency is located in the heart of Kodaikanal, 300 metres from Kodai Lake
which is the star attractions of this pretty hill station. There is no dearth of natural attractions
nearby as Coaker's Walk, Chettiar Park, Bryant Park, Bear shola Falls, Observatory all are within
2 km of the hotel. The hotel offers an ideal retreat to experience the charm of Kodaikanal amidst
warm hospitality.
ACCOMODATION

Hotel Abirami Residency offers 36 well-appointed

guest rooms including 04 Standard Rooms, 28
Deluxe Rooms and 04 Premium Suite rooms. The
Suites have the soaring view of the magnificent
Western Hills. The interiors of the rooms have been
aesthetically done in a contemporary style décor
and come equipped with an excellent range of
amenities required by the modern day traveler.

IN-ROOM FACILITIES
*24-hour room service *Satellite LED TV *Hi-
speed WI-Fi internet connectivity *Tea/coffee
maker *Private bathroom with free toiletries.

FEATURES
*Complimentary Breakfast Sightseeing * Hi-speed
Wi-Fi internet connectivity in Public area
*Business Center *Free Parking *Laundry service
for a charge *Travel Desk *Airport / Railway
station Transfers * Cab arrangement for
Sightseeing

DISTANCE OF PLACES FROM HOTEL

The Kodaikanal Bus Stand is 1.5 km away from

the hotel. The nearest station is Kodaikanal Road
Station (80 km) and the nearest airport Madurai
Airport (134 km) away.
Apart from the in-house restaurant Annapoorni,
there are other interesting options nearby like
Hilltop, Astoria and Royal Tibet all within 1.5 km.
This charming modern hotel serves as the perfect
base for tourists wanting to explore the hills, lakes
and waterfalls of Kodaikanal. Enjoy the lush
greenery all around from the beautiful interiors of
your room in Hotel Abirami Residency.

LOCATION

IV . ORGANISATION STRUCTURE
 Organizing, the process of structuring human and physical resources in order to
accomplish organizational objectives, involves dividing tasks into j obs, specifying the
appropriate department for each job, deter-mining the optimum number of jobs in each
department, and dele-gating authority within and among departments. One of the most critical
challenges facing lodging managers today is the development of a responsive organizational
structure that is committed to quality.
1. The framework of jobs and departments that make up any organization must be
directed toward achieving the organization’s objectives. In other words, the structure of a lodging
business must be consistent with its strategy.
2. Managers give structure to a hotel and lodging through job specialization, organization,
and establishment of patterns of authority and span of control.

V. VARIOUS DEPARTMENTS
Here are various departments of a hotel which help in the smooth and efficient operation of the
hotel. First four departments are the core and important department in the hotel, which are
directly responsible for day to day operations.

The major four departments of hotels are:

1. Housekeeping Department
2. Food and Beverage Service Department
3. Food Production or Kitchen Department
4. Front Office Department
These four departments are the operational departments of the hotel. But not only operational
department but secondary department also plays a significant role to ensure general
administration of hotel and they are:
1. Sales and marketing
2. Personal and human resources
3. Account and finance
4. Security and engineering
5. Purchase and store

I. CORE DEPARTMENTS:
1. House Keeping Department
The housekeeping department is responsible for management of guest rooms and the cleanliness
of all public areas of the hotel. A close liaison between housekeeping and front office is essential
so that the information about guest- rooms is kept up to date. In simple words, Housekeeping
means up-keeping the house.

Housekeeping department is responsible for the following

 Cleaning and up keeping of hotel rooms
 Cleaning of public areas.
 Laundering of guest linen.
 Issuing and receiving of staffs inform on clean to dirty basis.
 Issuing and collecting of linens from various outlets.
 Cleaning of banquets, halls and other food and beverage outlets.
 Placing of various VIPs amenities, etc. in the VIP guest room.
 Co- ordination with the other department of the hotel.
 Maintenance of the gardens.
 Cleanliness and maintenance of swimming pool.
 Implementation of pest control activities in all areas of the hotel.
Given below are the few checklists followed in Housekeeping Dept. :

HK Checklist - Inroom Date:

Hotel Abirami residency
Room No
S.no Room Status
Room
1 Fresh Linen(Bed sheet and Duvet cover)
2 Fresh Pillow Cover
3 Minimum 2 pillow
4 Clean Side Table ,chair and Table
5 Clean Window frame and glass
6 Clean Television and telephone
7 Clean and Working Kettle
8 No stain or smell in the kettle
9 Sealed Waterbottle
10 4 Sugar,2tea,2 coffee and 2 creamer
11 Clean Crockeries(2glass,2cup)
12 Clean Beverage Tray and Consumable Tray
13 Working Tv and telephone
14 Clean Wardrobe
15 Clean Back and Under the bed
16 Clean Mirror
17 Clean Trash Bag
18 All Lights and Sockets Working
19 No Dust or Cobweb anywhere
20 Clean Walls not Stained
21 Good Fragrance
22 No Pest Found
23 No Seepage/crack anywhere
24 Floor Dusted and Moped
25 No Loose wires
26 Door and Window Door Safe and Locking Properly
Bathroom
27 Clean Faucet
28 Clean Washbasin
29 Clean Under Washbasin
30 Clean WC Seat Cover and Not loose
31 Clean WC bowl
32 Clean Washbasin Bowl
33 No crack in the basin
34 All Pipes Working
35 Shower light and Mirror light Working
36 Clean Window
37 Clean and Working Exhauster Fan
38 Fresh Bath Towel 2 Nos(unstained)
39 Fresh Hand Towel 1(unstained)
40 2 Soap,1Shampoo and 1 moisturiser
41 Toiletries Placed Correct
42 Clean floor tiles
43 Clean Wall tiles
44 Clean Transparent bucket and Mug
45 No Stains or Cobweb anywhere
46 No Seepage or Crack anywhere
47 Floor Wiped and Moped
48 Clean Bathmat
49 Bathroom door and Window Locked properly
50 Air Freshner Present
51 Clean Water in Pipes

Houseman Signature
Supervisor Signature
GM Signature
REST ROOM NO.
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5-
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6-
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7-
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8-
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9-
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10-
Jul-
17

2. Food and Beverage Service Department

Food and beverage department are one of the main service oriented and crucial department of the
hotel. It renders the services of prepared food items, beverages, and tobacco in a hospitable way
to the customer as per their demand. The food and beverage department put forward the world
class service of food and drink. The services that food and beverages provide may be a coffee
shop, bars, lounges, specialty restaurants, banqueting, and room service etc.

3. Food Production / Kitchen Department

A kitchen is a well designed closed area with skillful chefs and all necessary equipment, tools
and utensils liable for preparing food items as per guest orders followed by standard recipes. It is
a skilled food production team which prepares food items as per the guest orders. It prepares
food according to the menu and there are two types of menu. They are as follows'
A` la carte menu (it is a choice menu where food and beverages are individually priced)
Table d'hôte (it is a fixed menu where the price of food and beverages are taken at once)
Stewarding Department:
This is a part of Kitchen Department and Housekeeping Department. This department controls
cleanliness of the hotels by handle washing, polishing and cleaning of the cutleries and utensils.

4. FRONT OFFICE:

The main function of the department is:

· To allot the room to the guest, called as check-in.
· To maintain the room records for reservation and allocation.
· To collect the room charges and other miscellaneous charges for various services
used by guest during his/her stay at the hotel, at the time of departure of guest.
· To take advance booking for rooms.
· To handle the phone calls of hotel.

Different section of Front office:

Front Desk
· Reception: this section used for check-in process of the guest.
· Information: this section is used for providing various information to in-house
guest.
· Cashier desk: this section is used for checkout process of the guest.
· Guest relation desk: this section is used for collecting guest feedback and
maintenance of guest history.
· Bell desk: this section is used for assistance of guest during check-in and checkout
process.
· Travel desk: this section is used for assistance of guest for arranging vehicles for
guest movements and for making train/ airplane reservation.

Given below are the few checklists followed in Front Office Dept. :
Back Office
· Reservation desk: this section is used for taking booking for rooms.
· Telephone operator: this section is used for attending all phone calls land up in
the hotel or for providing trunk dial facility to guest.
· Business center: this section is used for secretarial job of guest.

II. ANCILLARY DEPARTMENTS

a. Account and finance

Accounting is responsible for monitoring of all the financial activities of the hotel. Such
accounting activities may include cash receipts and banking, the processing of payrolls,
accumulating, operating data and the preparation of internal reports and financial statements
because of the importance of financial data and statistics.
b. Personal and human resources
Personal and human resources department is responsible for the hiring, training, and
development of hotel staffs. In addition to this, this department is responsible for the welfare and,
collective bargaining, and industrial relations. In recent years, this division has gained in
importance because of the need to contend with legislation, labor shortages, and the growing
pressure of competition. Hotels now days tends to put more effort in training and development
programmers to enhance the technical and conceptual knowledge in the staff.
c. Purchase and Stores
The hotel is a commercial endeavor, where we purchase raw materials, give finishing and sell at
high prices. As a service industry, hotel purchases raw materials to support the service
procedures. Purchase department plays an important role while purchasing all requirement of a
hotel. From a sewing kit to a large purchase it is a job of a purchasing department to facilitate the
procedures. Purchase manager is the in charge of this department. In recent developments, this
position is substituted by another position known to be Material Manager who looks after all
purchasing and storing activities.
d. Sales and marketing
Who markets the hotel products is sales and marketing department. The sales and marketing
department is responsible for generating new business for the hotel. This could be the sales of
rooms, functions, conventions, or even restaurants or bar. It also handles the advertising of the
hotel as well sales promotions and publicity and often takes on the role of public relation.
e. Engineering Department
They are often responsible for the management of services and processes that support the core
business. They ensure the safety of all the staff and guests within the boundaries of the
establishment, and they are also responsible for improving energy efficiencies and reducing
operating costs. They protect the integrity of the building through maintenance of: Building
structures (including walls, ceilings and floors); A/C, heating and cooling plants; water and
sewage facilities; furniture, fixtures and equipment; electricity; alarms; space management;
procurement and so much more. It’s a huge responsibility for any hotel, and having the right
team in place ensures that things run smoothly.
In some cases, maintenance departments will outsource certain functions to third-party
specialists or experts; however, it is still the role of the Maintenance Manager to oversee the
operations of third-party suppliers.
Hotels are becoming more eco-friendly and this is being driven by maintenance departments who
are seeking more energy efficient procedures and equipment, as well as best practices. Because
many of the energy saving resources need to be altered or installed by maintenance teams, they
are coming up with new and innovative ways to reduce costs and improve efficiencies every
year.

f. Security
Security is mainly responsible for the safety and security of the hotel guests, visitors, and hotel
employees. This may include patrolling the hotel premises, monitoring equipment, and in
general, ensuring the security of guest, visitors, employees and their securities. Engineering is
responsible for the maintenance and the operation of all machinery and equipment (including
heating, air-conditioning, and lighting.) it is also responsible for carrying out all carpentry,
upholstery and a small building, plumbing and other works of a hotel.
V. CONCLUSION:

First of all I would like to thank the Hotel General Manager for allowing and encouraging me to carry out
my Internship Training under his guidance.

I also would like to thank all the staff who was helping me to learn the basics of the industry and
importance of team play to achieve the daily tasks.

It was a complete useful experience working at Hotel Abirami Residency, Kodaikanal. The friendly
Welcoming staff and the space they have created for a trainee/intern allowed me with full opportunities to
learn and know myself as a worker. This experience brought out my strength and also the areas I needed
to make up. It added more confidence to my Professional approach built a stronger positive attitude and
taught me how to work in Team as a player. The primary objective of an internship is to gather a real life
working experience and put their theoretical knowledge in practice. This was my first real experience to
work in a Hotel property. I was quiet nervous about it. During my 3 weeks of training I have developed a
lot of confidence and courage in this industry. My experience at the hotel was highly educative one. I
went to different departments of the hotel and got a lot of varied experience. I worked in various
departments of the hotel. In all these departments I get to learn many things which will be helpful for me
in my future. I also learned the values and importance of this industry and experienced that this is much
superior field than most of the other field during my training. As a human being, I noticed many changes
in my attitude. I am more confident and more likely to do any work now. During my training, I
thoroughly enjoyed the challenges that came along every single day. I learned that this is just the
beginning of the road and I have to travel a long distance to be a successful person in this field. But I must
say that this experience will prove an objective in my career in the hotel industry.