CHAPTER-1 INTRODUCTION

1.1 Introduction The Hotel Industry comprises a major part of the Tourism industry. Historically viewed as an industry providing a luxury service valuable to the economy only as a foreign exchange earner, the industry today contributes directly to employment (directly employing around 0.15 million people), and indirectly facilitates tourism and commerce. The trainee has undergone an internship training at Vivanta by Taj,Trivandrum. 1.2 Objectives of the study 1. To familiarise with an organization in the hospitality industry 2. To understand the function, day to day activities of the various departments in the organization 3. To identify problems faced by the organization if any and to suggest a solution. 4. To conduct a SWOT analysis of TAJ

1.3 Scope of the study A months time was given for the completion of the organization study. The study was on Vivanta by Taj Resort in Kovalam, Kerala. A study was conducted on 4 Departments of the Hotel. The datas were collected by discussion with head of the department of each department and Human resource Manager who act as a guide in organizational study. The study helped to develop a practical knowledge about the working of the organization and to familiarize with the organizational procedures 1.4 Methodology The internship training is a familiarisation process, where the trainees personally observe the activities in the department and record details by interacting and interviewing the executives and employees in the firm. Primary data was collected mainly from internal sources. They are collected through direct observation and from personal interviews with the officials. Secondary data was collected from the department manuals and company reports and from various other company documents
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1.5 Scheme of reporting Chapter 1 deals with the Introduction of the study, its need and significance, objectives of the study, the scope and the methodology followed. Chapter 2 discusses about the industry in which the company operates historical perspective, world scenario, Indian scenario, state scenario and technological evolution of the industry. Chapter 3 discusses the Company Profile which includes the introduction of the company, details of main products of the company, company vision and mission, promo organization structure and details of the departments of the company Suggestions and recommendations made from the study are included in Chapter 4. It also includes the SWOT Analysis of the Company and Porters Five Forces Model. Chapter 5 includes Conclusion about the Organizational Study conducted in Vivanta by Taj

CHAPTER 2 INDUSTRY PROFILE

2.1 Introduction The hospitality industry is a major service sector in the world economy. The industry encompasses an extensive variety of service industries that include food service, tourism and hotels. The hospitality industry also includes tourism support commercial activities like airline cabin staff and travel agents. Hospitality industry plays a major role in the overall economic growth of the country. 2.2 Evolution of Hotel Industry While the practice of renting space to travelers stretches back to antiquity, what could be considered the modern concept of a hotel derives from 1794, when the City Hotel opened in New York City. While the practice of renting space was not new, the City Hotel was purported to be the first building devoted exclusively to hotel operations. For its time, the building was quite large and possessed 73 rooms. Hotels took a distinct step up in style and class when the Tremont House opened in Boston in 1829. This hotel was considered by many to be the beginning of what was regarded as first class service. With 170 rooms, the Tremont House was a large facility. In addition, the hotel offered features which, for the time, were amazing. In the 1920s, hotel building entered a boom phase and many famous hotels were opened, including the Waldorf Astoria, New Yorks Hotel Pennsylvania, and the Chicago Hilton and Towers, which was originally named the Stevens. In the 1950s and 1960s, the practice of franchising

appeared within the industry. Franchising enabled entrepreneurs to expand their operations without the use of substantial capital. From the 1980s forward, mergers and acquisitions became common within the industry, and brands become hotly traded commodities. Recently, use of management companies has entered the mainstream. As a result, many chains are more involved in management than in ownership. These chains realize a much more predictable and steady income stream than had normally been yielded by ownership. With the development of railway systems in many countries the number of hotels also increased, because the volume and type of traffic hotels needed could only be provided by the railways.

The main changes in the demand for tourist accommodation have come about from changes in tourist transportation and in the popularity of different forms of holidays. After the introduction of the motor car and the aircraft, a large number of hotels sprang up at various tourist areas and destination. Hotels as a unit of accommodation dominated the scene all over the world. 2.3 Technological advancement in Hospitality sector Significant technological advancements of the last decade have dramatically impacted the worldwide lodging industry in both positive and challenging ways. As the technology innovation continues to evolve, the magnitude of this phenomenon will continue to influence the sector. From the early days of Holiday Inn through the late 1970s, the biggest technological advances in the hotel industry were the colour TV; air conditioning in every room; and eventually, in-room movies. The evolution of electronic guestroom locks systems. It was not that long ago that traditional keys were replaced by plastic key cards, which were rapidly supplanted by electronic key cards that will soon be displaced by biometric keyless locks; Flat screen televisions are no longer a luxury in guestrooms, and hotel brand standards now require that all their properties upgrade; Guest bathroom vanity mirrors that conceal an LCD television until activated, and guestroom availability of iPod/MP3 docking stations; Electronic energy management systems that detect guest presence in rooms and allow for control and management of heating and air-conditioning costs while rooms are unoccupied, and monitoring and maintaining the same temperature comfort level when guests return to their rooms. The emergence of cloud computing whereby shared resources, software and information are provided to computers and other devices on demand, similar to an electric grid. Types of hotels The following are the main type of hotels a. International hotels International hotels are the modern western style hotels seen in almost all metropolitan and other large cities as well as principal tourist centres. These hotels are luxury hotels and are classified on the basis of internationally accepted system of classification. The hotels are
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placed in various star categories. There are five such categories ranging from five star to one star depending upon the facilities and services provided. These hotels provide, in addition to accommodation, all the other facilities which make the stay a very comfortable and interesting experience. Various facilities provided include well-appointed reception and information counter, banquet halls, conference facilities, etc. there are also shops, travel agency, money changer and safe-deposit facilities. Restaurant facilities, bars and banquets are an integral part of the business of a hotel. The various service provided in these hotels include international and local cuisine, food and Beverage service and restaurant service. These hotels also provide entertainment for the guests in the form of various dance and music programmers. A number of these hotels belong to the luxury category. There are some international chains which own a large number of such luxury hotels. The chief of the hotel, designated as general manager, is responsible for the overall management and operation of the hotel through his departmental heads. International hotels are suitable for metropolitan cities and for other large business and commercial towns and principal tourist centres. b. Residential Hotels Residential hotels can be described as apartment houses complete with hotel service. These are often referred to as apartment hotels. The tariff of rooms in these hotels is charged on monthly, half-yearly or yearly basis and is charged for either furnished or unfurnished accommodation these hotels which are located mostly in big cities operate exclusively under the European plan where no meals are provide to the guests. These hotels were developed in the United States of America where people discovered that permanent living in hotels offers many advantages. Services and amenities provide in these hotels are comparable to those of an average well-regulated home. These are very popular in the United States and Western Europe. c. Floating hotels As the name suggests, floating hotels are located on the surface of the water. It may be on sea water, river water or on a lake. All the facilities and services of a hotel ate provide in these hotels. These hotels are very popular in many countries. In some countries old luxury ships have been converted in to floating hotels and are proving very popular among tourists. The
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atmosphere they provide is exclusive and exotic. In India, floating hotels in the form of houseboats are very popular with tourists.

d. Heritage Hotels Heritage hotels have unique architectural features used in different periods of time which blend with the culture and tradition of the area. The main idea is to convert these properties which are not being used any more for residential purposes into hotel in order to preserve their uniqueness. Heritage hotels are operating in palaces/ castles/ hunting lodges/ havelis (mansions)/ residence of any size built several decades ago. The faade, architectural features and the general construction is of distinctive character, quality and ambiance keeping with traditional way of the area. The architecture of the property is normally not interfered and any extension, improvement renovation in the existing structures made is to be with the traditional architectural style. e. Resort hotels Resort hotels cater to the needs of the holidaymaker, the tourist and those who by resons of health desire a change of atmosphere. Resort hotels are located near the sea, mountain, and other areas abounding in natural beauty. Rest, relaxation and entertainment are the key factor around which resorts are built. The primary motive of a person visiting resort hotels is rest and relaxation which he is looking far away from his routine busy work life. Resort hotels are built with a view to provide special services to the visitors and are marked by an atmosphere of informality. The type of services and amenities available in resort property include recreation facilities such as swimming pool, golf courts, tennis courts, skiing, boating, and surf-riding and various other indoor sports. Resort can of various types and can be classified on the basis of climate and topography. Broadly they fall in the following categories: 1. 2. 3. Summer resort Winter resorts Hill resorts
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4. 5.

All-season resort Health resort

A majority of the resort hotels are seasonal establishment which work to capacity during the high tourist season. Generally the high tourist season is the period when there are holiday at educational institutions. Two Star Hotels In this classification hotels will typically be small to medium sized and offer more extensive facilities than at the one star level. Some business hotels come into the two star classification and guests can expect comfortable, well equipped, overnight accommodation, usually with an en-suite bath/shower room. Reception and other staff will aim for a more professional presentation than at the one star level, and offer a wider range of straightforward services, including food and drink. Three Star Hotels At this level, hotels are usually of a size to support higher staffing levels, and a significantly greater quality and range of facilities than at the lower star classifications. Reception and the other public rooms will be more spacious and the restaurant will normally also cater for nonresidents. All bedrooms will have fully en suite bath and shower rooms and offer a good standard of comfort and equipment, such as a hair dryer, direct dial telephone, toiletries in the bathroom. Some room service can be expected, and some provision for business travellers. Four Star Hotels Expectations at this level include a degree of luxury as well as quality in the furnishings, dcor and equipment, in every area of the hotel. Bedrooms will also usually offer more space than at the lower star levels, and well designed, coordinated furnishings and decor. The ensuite bathrooms will have both bath and fixed shower. There will be a high enough ratio of staff to guests to provide services like porter age, 24-hour room service, laundry and drycleaning. The restaurant will demonstrate a serious approach to its cuisine. Five Star Hotels Spacious and luxurious accommodation throughout the hotel, matching the best international standards. Interior design should impress with its quality and attention to detail, comfort and
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elegance. Furnishings should be immaculate. Services should be formal, well supervised and flawless in attention to guests' needs, without being intrusive. The restaurant will demonstrate a high level of technical skill, producing dishes to the highest international standards. Staff will be knowledgeable, helpful, well versed in all aspects of customer care, combining efficiency with courtesy. 2.4 World Scenario China, Brazil and Eastern Europe are predicted to be the fastest growing regions among developing countries for the hotel industry. The expansion of business activities in emerging markets, an increase in economic growth combined with changes in consumer lifestyles and a rise in disposable income are fuelling growth. Global hospitality majors such as Hilton, Accor, Marriott International, Berggruen Hotels, Cabana Hotels, Premier Travel Inn (PTI) and InterContinental Hotel,Four Seasons,Ista,Golden Tulip. Inbound tourism arrivals are forecast to increase in 2011 (up 4.9%) with growth easing to average 3.9% per year to 2019.The total contribution of this sector is around 9.3%. Between China & Gulf States, it is estimated that a total of 500,000 additional hotel rooms will be required to reach the same penetration as in more developed countries, and the majority of these will be positioned in the economy and mid-market segments. These new markets pose unique challenges in politics and ownership, as well as in recruiting, training and retention of local staff. The industry is historically in the lowest quartile of technology spending within the consumer businesses; however, all the executives interviewed expect to increase IT investments, particularly in reservations, distribution, loyalty programs, and customer relationship management. In the US and Western Europe, more people relied on the Internet for travel information last year than relied on friends and acquaintances, posing significant challenges and opportunities for the industry. In addition, more demanding customers have come to expect more personalized service, and in the future hospitality suppliers will need to consider online room selection and check-in, personalized bed (variable firmness), and personalized in-room food and beverage offering.

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2.5 National Scenario The Indian hospitality sector has been experiencing a resilient phase of growth, driven by the flourishing middle class, increased spending by the foreign tourists, and synchronized administration and promotions by the Government of India to encourage Incredible India. Indias hospitality industry is one of them most lucrative businesses in the country, and also accredited with contributing a considerable volume of foreign exchange to the country reserves
'Hotels

in India' have supply of 110,000 rooms. According to the tourism ministry,

4.4 million tourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to accommodate 350 million domestic travellers. 'Hotels in India' has a shortage of 150,000 rooms fuelling hotel room rates across India. With tremendous pull of opportunity, India is a destination for hotel chains looking for growth. As per the Foreign Direct Investment (FDI) policy, the Indian Government has allowed 100 per cent foreign investment under the automatic route in the hospitality industry. Moreover to facilitate foreign tourists, the Government of India has brought forth a scheme that permits the tourists from Finland, Japan, Luxembourg, New Zealand and Singapore to travel on Tourist Visa on Arrival (T-VoA) in the country for a limited period of 30 days only. MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie in the race. Government has approved 300 hotel projects, nearly half of which are in the luxury range . 'Hotel Industry in India' is set to grow at 15% a year. India currently stands as one of the most frequented tourist destinations in the world. Blessed in terms of topography, history, culture, tradition and cuisine India manages to charm one and all. The Indian tourism industry is currently among the most booming sectors in the country. The Indian hotel industry normally experiences high demand during OctoberApril, followed which the monsoon months entail low demand. Usually the December and March quarters bring in 60% of the years turnover for Indias hoteliers. However, this trend is seeing a change over the recent few years. Hotels have introduced various offerings to improve occupancy during the lean months. India is home to several hotels that have managed to make a mark on the face of the globe. The boom in the hospitality industry is directly proportional to the rise of the tourism industry in India. Most of the five star hotels in India generally belong to the reputed Indian
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hotel groups like the Oberoi Group, the ITC Group, Taj Group, the Welcome Group and many others. The one thing that demarcated the five star hotels in India from the other five star hotels is the seamless concoction present day amenities and traditional hospitality. They offer top class facilities to their guests such as; Massage parlour, shopping centre, Babysitting, Wi-Fi internet connectivity, Chauffeur driven cars, Money Changer, library, beauty parlour, golf course and open air restaurant.

2.6 Kerala Scenario Till the end of last century Kerala was an unknown destination in some countries, but the scenario has now been totally changed and now has become one of the fastest growing destinations in the world with a growth rate of 13.31 per cent History shows that Kerala attracted tourists from far and near from time immemorial. Accommodation was provided in 'Sathrams' and similar shelters. Just as hotels all over the world developed, by gradual evolution, Kerala also witnessed the development of the hotel industry. In 1912 Spencers started the Malabar Hotel at Kochi and the Mascot hotel at Thiruvananthapuram. Later the Malabar hotel was taken on lease in 1952, by Jose. At that time hotels were not considered quite respectable .he ran the hotel pretty well with the help of a senior staff member whom he made the manager. In the mid-fifties when the lease expired, in order to accommodate this manager, who was nearing the age of retirement, Dominic started a small restaurant at Willington Island. Since beer licences were given only to hotels, it was made Casino Hotel and Restaurant by constructing three rooms. This hotel gradually grew and became a three star hotel. Few other hotels in the private sector were started in the sixties. The rate of growth of hotels in the private sector was more in the Kerala Tourist and Handicrafts Development Corporation (P) Ltd.Thiruvananthapuram was registered on 29th December 1965. The name of the company was changed into Kerala Tourism Development Corporation (KTDC) in eighties. KTDC has been doing its best to attract more tourists to the state. Government acts as a facilitator for the development of tourism in the state. Ever since tourism was declared an industry in 1986, several incentives which were available to investors in other industrial sectors have been extended to the tourism sector as well by the
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State Government. These include subsidies, technical guidance, marketing assistance, publicity through governmental publications, help in availing loans etc. Promotions both in print and electronic media help to attract more tourist arrivals to Kerala and also to attract a big investment in hospitality sector. The Major players are: KTDC, Le Meridien, Abad, Taj,Leela. 2.7 Porters Five Forces Model of Vivanta by Taj Threat of Substitute Goods In the hotel industry there is usually another hotel just around the corner. They appear in all price ranges, with varying levels of service and amenities. The constant challenge will always be to get the guest to choose your hotel over the competitor. The internet makes the overall market more efficient while expanding the size of the potential market and creating new substitution threats. Given the potency of this threat a superb internet presence is vital. Another on going threat is that another hotel chain may erode your customer base with a newly formulated internet approach or marketing campaign.

Bargaining Power of Buyers

Business persons choosing a hotel for business travel are savvy consumers and they are comfortable with computer technology. It has become very simple for them to go online and book a hotel. They no longer need travel agents, corporate travel consultants or middle men of any kind to determine where they will stay. Porters model predicts this elimination of intermediaries. They are finding internet businesses like cheaphotels.com which will negotiate or discover bargains for them. Both of these processes shift the bargaining power to the end user as the Porter model predicts and these same freedoms reduce the cost of switching so that loyalty is a thing of the past unless a particular hotel uses its one time opportunity when a customer stays at the hotel to deeply impress the customer with a unique and valuable differentiator. Rivalry among existing competitors
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The rivalry among competitors in the hotel industry is fierce. When potential customers can learn about a hotel on line, the internet reduces the differences among competitors. People tend to seek the best price for the best experience and the tendency is to reduce price to be competitive. The internet covers wide geographical areas so the market is widened increasing the number of competitors.

Barriers to Entry The initial investment in the hotel industry creates quite a barrier to entry but certain barriers to entering the hotel market are reduced by the internet. A presence on the internet reduces upstart marketing costs somewhat, and gives the new competitor access to potential suppliers and resources. Even a bed and breakfast can use the websites of large chains to understand the key marketing concepts and the lures for customers. Switching costs are usually nil for a consumer. A vital barrier would be differentiation. A hotel that can differential itself by location, by service, amenities or some other quality has the potential to attract and keep its clients. Another barrier to entry would be expertise. Unfortunately, in a mobile society employees frequently leave one hotel chain to work in another and they take that expertise in terms of training or of experience with them. It is in the areas of expertise and of differentiation that a hotel can make the greatest impact on its client and thereby on its bottom line. In fact many established companies have synergies between their established business and online technology. Bargaining power of suppliers While this is not a substantial threat in the hotel industry it can have impact especially in the area of labour. With an aging population, there are fewer people to fill service industry jobs and hotels which can attract excellent staff have a greater chance of providing excellent and exceptional experiences to their clientele. As part of their internet strategy all hotel chains should have a section on recruitment for employment. The other supplies that are needed by hotels are also easier to attain through internet channels whether originated by the supplier or by the hotel chain. With their products in greater demand by greater numbers of hoteliers suppliers gain some measure of power by competition for their offerings. .
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CHAPTER-3 COMPANY PROFILE

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3.1 Introduction The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces and is recognised as one of Asia's largest and finest hotel company. Incorporated by the founder of the Tata Group, Mr. Jamsetji N. Tata, the company opened its first property, The Taj Mahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian hospitality, completed its centenary year in 2003.Taj Hotels Resorts and Palaces comprises 66 hotels in 42 locations across India with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.

Taj (luxury full-service hotels, resorts and palaces) is a flagship brand for the world's most discerning travellers seeking authentic experiences given that luxury is a way of life to which they are accustomed. Spanning world-renowned landmarks, modern business hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari lodges, each Taj hotel reinterprets the tradition of hospitality in a refreshingly modern way to create unique experiences and lifelong memories.

The Company was incorporated in 1902 and it opened its first hotel, The Taj Mahal Palace & Tower, Mumbai, in 1903. The Company then undertook major expansion of The Taj Mahal Palace & Tower, Mumbai by constructing an adjacent tower block and increasing the number of rooms from 225 to 565 rooms. With the completion of its initial public offering in the early 1970s, the Company began a long term programme of geographic expansion and development of new tourist destinations in India which led to its emergence as a leading hotel chain in India. From the 1970s to the present day, the Taj Group has played an important role in launching several of India's key tourist destinations, working in close association with the Indian Government. The Taj Group has a philosophy of service excellence which entails providing consistently high levels of personalized service and innovative means of improving service quality.

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3.1. Vision& Mission The Vision of Taj is: Embrace Talent and harness Expertise to leverage standards of Excellence in the Art of Hospitality to Grow our International presence, Increase domestic Dominance and Create Value for all stakeholders. The Mission of Taj is: Product, Service and Product leadership Values: Values as expected behaviour: 1. 2. 3. 4. 5. 6. 7. People diversity integrity and respect Passion for excellence Exceeds expectations Innovation Sense of urgency & accountability Social responsibility Joy at work

3.2 Future Plans of Taj Taj Hotels are planning to open hotels in Bekal, Yeshwantpur and Pune.

3.3 SWOT Analysis of Vivanta by Taj SWOT Analysis is a strategic planning method used to evaluate the strength, weakness, opportunities and threats involved in a project. It involves specifying the objective of the project and identifying project and identifying the internal and external factors that are favourable and unfavourable to achieve the objective. The technique is created by Albert Humpery, who led a convention at Stanford University in the 1960s and 1970s using data from fortune 500 companies. Identification of SWOTs is essential for Vivanta by Taj, Kovalam to convert their weakness and threats to strength and opportunities respectively. 3.4(1) Strength 1. Government support:
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The Indian government has realized the importance of tourism. The priority is being given to the development of the infrastructure and of new tourist destinations and circuits. The department of Tourism (DOT) has already started the Incredible India comparing for the promotion of tourism in India. Such types of campaigns help Vivanta by Taj, Kovalam to grow and flourish 2. Increase in the market share: Indians share in international tourism and hospitality market is expected to increase over the long-term. New budget and star hotels are being established moreover, foreign hospitality players are heading towards Indian markets. i. The business alliance with Taj and preferred hotels which are international

hotel chain give Vivanta by Taj Kovalam credibility and brand identity is another strength enjoyed by Vivanta By Taj Kovalam. ii. Commitment of top management and good employer employee relation is the

other contributing factor to the strength of the Vivanta By Taj Kovalam. iii. Vivanta by Taj, enjoys Monopoly as it is the only 5star deluxe resort hotel in

Thiruvananthapuram with a lot of International standard awards.

3.4 (2) Weakness 1 .Susceptible to political events The internal security scenario and social unrest hamper the foreign tourist arrival rates. 3.4 (3)Opportunities 1. Rising income of Indians Owing to the rise in income levels, Indians have more spare money to spend which is expected to enhance leisure tourism, in turn the number of tourists to the hotel 2. Open sky benefits: With the open sky policy, the travel and tourism industry has seen a increase in business. Increased air live activity has helped improve the infrastructure. It has benefited both international and domestic travels.Vivanta by Taj, Kovalam can adopt new strategies to promote the spa since Kerala in the coming years is looking forward to attract more than one lakh medical tourists by 2011.At the time of off-season

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Vivanta by Taj, Kovalam can provide good and sound packages in order to attract the customers during the off-season period also. 3.4(4)Threats 1. Fluctuations in international tourist arrivals:

The total dependency on foreign tourists can be risky, as there are wide fluctuations in international tourism. Domestic tourism needs to be given equal importance and measures should be taken to promote tourism 2. Issues with Trade Unions The trade union which is a common problem in India is also affecting Vivanta by Taj, Kovalam.Organization of employees formed to bargain with the employer for their salary and accommodation.

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CHAPTER-4 DEPARTMENTAL STUDY

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4.1Departmental Analysis The various departments in Taj are HR, Front Office, Production, Services, Housekeeping; Accounts. The organisational study was conducted concentrating on 1. Front Office 2. Services 3. Production 4. House keeping

4.2 Front Office The Front office is the face of the resort since it has direct customer contact. It is an important department in a resort in view of its revenue generating capacity and its influence in building the image of the resort. Hence, the members of staff working in it assume a special importance. Great care is taken in the selection of the front office staff as they play a key role. The purpose of the front office is to help the guests with their luggage, transportation, information concerning the resort and the stay and any other services needed during their stay. Accommodation Manager Front Office Manager Duty Manager

Front Office Supervisor Guest Service Associate (GSA) Trainees

Fig.No.4.1 Structural Hierarchy:

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4.2.2Sublets: 1. Travel Desk There are two people at the desk who provide information about excursions and transportation facilities for the guests. (It is managed by Taj Service Limited that comes under Taj, but it is handled on contract by others. They provide sight-seeing packages to short and long distance places such as Kanyakumari, etc. and also provide taxi-service for the guests to be picked up and dropped at the airport. The Travel Desk also gets the boarding pass ready and does online booking too. 2. Reception There are two reception counters and the people there help the guests check-in and check-out, handle payments, receive calls, help the guests with various needs that they have during their stay at the resort, etc. 3. Reservations During the reservation a preference sheet is mailed to capture the details and enhance the stay experience. The available rooms are allotted to the guests as per their choice. The software used is called FIDELIO. It gives details about availability of rooms, facilities in the rooms, check-in, check-out, profile of the guests, accounts, messages, etc. When a customer calls to enquire about the availability of rooms the reservations manager asks whether the reservation was made through the company or by a travel agent. The other details asked for are the name of the customer, the number of rooms required, the type of room required, the date of arrival, the date of departure, the mode of payment, the contact number, the e-mail id, etc. A confirmation mail is then sent to the customer within 24 hours. Information regarding rack rate, best available rate, package rates, etc. is provided. 4. Oval(Business Centre) It provides facilities for taking photostat copies, printouts and browsing the Internet by enabling 24 hours wifi connectivity. 5. Activities An Activity In-charge takes care of the indoor and outdoor games for the guests. Some of the indoor games conducted are Chess, Caroms, Playing cards, Monopoly, Janga, Happy home, Ludo, Puzzles, Giant Blocks, Snakes & Ladders,
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Scotland yard and Ring toss. Some of the outdoor games include Golf, Tennis, Catamaran Ride, Speed boat ride in the sea, Fishing at Lagoon, Fishing at sea, Physiognomy/Palmistry/Numerology, Croquet, Darts and Bar Billiards. In addition to these, the Activity In-charge also organizes drawing competitions, magic shows, chocolatemaking sessions, cooking classes, etc. for the kids staying at the resort. 4.2.3Functions: 1. Welcome in the rhythm (lobby): An airport representative is sent along with a chauffeur holding a placard with just the resorts name to maintain guest privacy. A personalized message is sent to the guests mobile just before the landing assuring him that the resort has taken care of his travel arrangements.The vehicles in which the guests arrive draw into the porch. A royal welcome is given by the guards in typical Rajasthani attire. A personalized touch is given by welcoming the guests using their names. Their luggage is scanned. Then the guests are garlanded with a shell garland. Special arrangements to provide a royal welcome for groups are made. A huge caravan of elephants, camels, horses along with a professional band is called for the reception of the group. An ATG (Aarti, Tiki and Garlanding) is done just to give a traditional touch to the welcome and to give a feel of Indian hospitality. Amenities such as a welcome drink, a cold towel, a specs cloth and mineral water are then offered. In addition an aaratitika welcome is given to the V.I.Ps 2. Check-in process: The time for check-in is 2 p.m. The guests are then asked to fill in a registration card to reconfirm their details. They are also requested for their id cards with photographs. The entire check-in process takes 8 minutes as it is a resort (unlike in a matchbox building where it takes 5 minutes).A personalized welcome letter signed by the General Manager is presented to the guests during the time of the checkin. The guests are then escorted to their room. A touch of history along with the necessary information about various facilities in the resort is given to them to create an excitement about how splendid their experience is going to be. They are also given an orientation about the room educating them about various facilities they can access within their room.
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3. Check-out process: The time for check-out is usually 12 noon. The room is cleared and the guests luggage is brought to the lobby. The guests are given the bill at the reception where they pay by a credit/debit card or by cash or a bill is sent to their company (in case of businessmen). The guests are also requested to fill in a feedback form. A fragrant incense stick wrapped in a satin cloth is gifted to the customers as a souvenir. Ladies are also gifted with spices. Children are given some small toys/balls.

4.3House keeping House keeping is the most important support department for the front office. It is the backbone of the resort since every department depends on it. It covers the entire 21 acres of the resort. Housekeeping employees inspect rooms before they are available for sale, clean occupied and vacated rooms and communicate the status of the guestrooms to the front office

Executive Housekeeper (or Housekeeper Manager) Deputy Housekeeper (or Deputy Manager) Assistant Housekeeper (or Assistant Manager) Supervisors Trainee Supervisors (or Junior Supervisor) Senior GSA Guest Service Associates (GSA) (or Room Attendants) Apprentices Industrial Trainee Fig.No.4.2Structural hierarchy:

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Area covered:

1. Floor This includes cleaning and maintenance of the 59 guest rooms.

2. Public Area This includes maintenance of the lobby (Rhythm), the restaurants (Jasmine Bay, Curries and Bait) and the banquet halls.

3. Laundry Cleaning and maintaining the linen and uniforms is done as part of laundry. Laundry service is provided round the clock. It includes garment processing services. The guests are informed of the time of delivery and the laundry price list of various services such as laundry, dry cleaning and pressing. Their garments are delivered impeccably and neatly in a cane basket with a white cotton liner. Mending and button replacements are done automatically. All garments of the guests are delivered the same day by 6 p.m. when given before 10 am. Anti-bacterial treatment is done for the guests clothes, uniforms of the staff and linen used by the F & B department. 4. Garden A horticulture supervisor is in-charge of maintaining the horticulture in the resort (the plants in and around the rooms, the lawn on the private beach). There are 22 garden staff. 4.3.2Functions: After a guest checks-out of a room the GSAs clean the room and change the linen. The Supervisor then checks the room thoroughly followed by the Assistant Manager. The room is then cleared by the Desk Associate in the computer on the control desk. This information is then made available to the front desk at the Front Office which will then know which rooms are available for sale.
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The Executive Housekeeper (EHK) himself checks the room and makes sure all the necessary arrangements have been done if a V.I.P is to check-in. The EHK also directs the employees under him to various tasks to accomplish the task of maintaining the resort in good shape. Every room has all the basic amenities such as LCD TV, DVD, tea/coffee maker, tea and coffee maker supplies, private bar, iron and ironing board, personal e-safe, hair dryer, gargle glass, bath robe, bath towel, face towel, hand towel, bath mate, bubble bath, hand & body, bath& shower gel, toilet roll, soap (35gm), etc. However, if the guests demand for something more they are given all that they want from a cupboard, the items from which are chargeable. All the guest calls are delivered within 5 minutes. The guests are asked to fill in a comment card when they check-out of the room which serves as a feedback to this department 4.3.3 Categories of rooms: There is one room for physically challenged guests. In addition, there are five types of rooms: 1. Superior charm - garden view They are found in trailing paths along the hillside. They have large French windows that offer a panoramic view of the Balinese style landscaped gardens. These stylish 275 sq ft hillside cottages have elephant grass thatched roofs and a private balcony or sit out.

2. Superior charm - sea view

They have large French windows that offer a panoramic view of the sea, backwaters and the seashore. They are found on winding paths along the hillside. These stylish 275 sq ft hillside cottages have elephant grass thatched roofs and a private balcony or sit out.

3. Deluxe allure suite

The guests can enjoy magnificent views of the Arabian Sea and the lush landscape from these 650 sq ft suites that are elegantly appointed. Deluxe Allure Suites have 1 bedroom, 1 living room, and 2 bathrooms (one of which is a powder room). They are tastefully furnished with comfortable chairs, and have two balconies.

4. Premium temptation villa with lap pool

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These are spacious 650 sq ft Villas with a private Lap Pool combining 1 bedroom, 1 living room, and 2 bathrooms. Premium Temptation Villas are tastefully furnished with comfortable loungers and personal decks.

5. Presidential nirvana suite with private pool

The luxurious Presidential Nirvana Suite with a Private Pool has it all with that extra space and more privacy. It's here. Style unlimited across 1400 sq ft, it includes a private swimming pool, a sundeck, 2 living rooms, 2 bedrooms and 2 bathrooms. It also has the finest views with a huge balcony.

4.4Services
The Services department of the resort is the Food and Beverages (F & B) department. It maintains, deals with food and beverage services and allied services

F & B Manager Assistant F & B Manager Restaurant Manager Assistant Restaurant Manager Catering Assistant Restaurant Captains Staff Fig.No.4.3Structural hierarchy: 4.4.2 Sublets: 1. Room service The cabin of the F & B manager is the place where guest calls are received. The guests can order food and will be served at their doorstep (in the rooms) round the clock.
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2. Speciality restaurant The specialty restaurant of this resort is called Curries. It serves only lunch and dinner. This specialty Indian restaurant has a unique wine cellar. It specializes in South and North Indian dishes. It offers sadya too. It has a seating capacity of 48 covers. 3. Coffee shop The coffee shop of this resort is called Jasmine Bay. It is an open air poolside multi-cuisine restaurant that serves breakfast, lunch and dinner. It functions round the clock and serves alcoholic beverages too. It has a seating capacity of 72 covers 4. Signature restaurant The signature restaurant of this resort is called Bait. This restaurant is situated across their private lake and so there is also a boat service to it. It serves only lunch and dinner. This specialty restaurant, on their private beach, specializes in global sea food. It also has an authentic Italian Pizza maker and a separate kitchen downstairs. It doesnt serve alcoholic beverages. The guests also have an option of a live kitchen. It has a seating capacity of 121 covers. The seats are called slilaxation (sliding relaxation) seats which have movable tables. The restaurant has a front view towards the sea and also a library and a relaxation area at the back overlooking the lake. The resort also has three lawns on its private beach. Lawn 1 has a maximum seating capacity of 800 covers, Lawn 2 has 150 covers and Lawn 3 has 600 covers. 5. Banquet halls There are two such halls: i. Agenda It is an executive board room which has an area of 1400 sq ft. It has a seating capacity of 25 packs. ii. Tango It is a banquet hall on the first floor in the main building. It has a maximum seating capacity of 200 packs in theatre style.
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6. Bar The bar of this resort is called Neera Bar. It is open from 11 a.m. to 11 p.m. on all days except dry days. Children below the age of 18 years are not allowed. It serves exotic cocktails, mock tail, wines and international spirits. There is a discount of 25% on Saturdays and Sundays on all beverages. In addition, they have Happy Hours between 6 p.m. and 8 p.m. every day in which the guests are treated to a variety of offers. It has a seating capacity of 56 covers. 4.5 Production Cooking is the art and science of making good food. Food is cooked when it is cooked from the heart. The production department in a resort is its kitchen. It is very important for the staff of this department to have the right attitude to learn to cook better food each time. The staff of this department does not compromise on the: 1. 2. 3. 4. Quality of food Hygienic conditions of preparation Timeliness of delivery Courteousness of the service staff

Executive Chef Executive Sous Chef

Sous Chef (Indian cuisine/banquets) Chef-de-Parties

Pastry Chef

Sous Chef (Western cuisine/banquets) Chef-de-Parties

Demi Chef-de-Partie Partie (North Indian)

Demi Chef-de-Partie (South Indian)

Demi Chef-de-Partie (Continental)

Demi Chef-de(Butchery)

Commis I Commis II
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Commis III Apprentices Trainees Fig.No.4.4Structural hierarchy:

4.5.2 Functions: There are four kitchens in the resort--- one official kitchen and one each for butchery, Bait (the signature restaurant) and dining. The staff works in 9-hour shifts with a break of 1 hour. There are three kinds of shifts:

i. ii. iii.

Morning shift (6 a.m. to 3 p.m.) Evening shift (3 p.m. to 12 midnight) Split shift (10 a.m. to 3 p.m. and 7 p.m. to 11 p.m.)

The core staff of the kitchens manages the lunch and dinner. Every Tuesday a cooking class and every Thursday a chocolatemaking session is organised for the children of the guests. Changes in the menu may be implemented seasonally or off-seasonally. The kitchens cater to the following: 1. Jasmine bay This is the coffee shop of the resort that functions round the clock. It is a multi-cuisine restaurant that serves breakfast, lunch and dinner. It serves alcoholic beverages too.

2. Curries This is the specialty restaurant of the resort. It serves only lunch and dinner. It serves wine too. It specializes in South and North Indian dishes. It offers sadya too. It follows the a la carte mechanism.

3. Bait

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This is the signature restaurant of the resort. It serves only lunch and dinner. It specializes in global sea food. It also has an authentic Italian Pizza maker. It doesnt serve alcoholic beverages. The guests also have an option of a live kitchen.

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CHAPTER-5 OBSERVATIONS AND CONCLUSION

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5.1 Observations Based on the Organizational Study these are some of the observations: 1. Recreational activities can be made more dynamic and more aggressive to motivate the employees. 2. Conduct programs which may help in building good relations between the employees and manager. 3. More infrastructural facilities can be built up. 4. Group activities such as brainstorming and suggestion system should be effectively revived. 5. Coordination between the different departments should be ensured

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5.2 Conclusion The internship training at Vivanta by Taj provided the trainee with the opportunity to observe and model the professional managers at their work. It provided the trainee with valuable insights on practical aspects of management. The systems, the procedures and processes at Vivanta are very professionally managed and provide lots of insights to the trainee. The organization study was helpful in getting an understanding of the organization structure, various departments, and their functions and the overall operation of organization. The study helped to gather much more information on the practical application of management principles. The efficiency and effectiveness of the departments help to achieve their organizational goals effectively.

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5.3Bibliography & References 1. Department Manuals of Vivanta 2. K.Aswathappa, Human Resource and Personnel Management, Tata Mcgraw Hill Publishing Company Limited, 4th Edition
3..www.tajhotels.com 4. www.hotelassociationofindia.com

5. www.cci.in/pdf/surveys_reports/tourism-hotel-industry.pdf 6. www.info.propertywala.com

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