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COMPANY PROFILE

INDUSTRY PROFILE

A report on internship training
Undergone at

FORTUNE
RESORT BAY ISLAND
BY WELCOMGROUP

Marine hill, port Blair

Submitted in partial fulfillment of the Requirement for the award of the degree of

BACHELOR OF COMMERCE (marketing management)
MOP VAISHNAV COLLEGE FOR WOMEN (AUTONOMOUS)
BY M. AISHWARYA 0713103 Under the guidance of Mrs.C.Shalini

Department of commerce (marketing management) MOP Vaishnav College for women (autonomous) Nungambakkam, Chennai 600034

WORK DONE

INTRODUCTION

HOTEL MANAGEMENT

DEFENITION

Hotel management refers to professional management techniques used in the hospitality sector. These can include hotel administration, accounts, marketing, housekeeping, front office or front of house, food and beverage management, catering and maintenance.

FEATURES BY CATOGORY
• • •
• • • • • • BUSINESS MANAGEMENT CITY FOCUS DESIGN FOOD AND BEVERAGE REPORT GUEST AMENITIES HOTEL REVIEW INDUSTRY PROFILE MARKET ANALYSIS STAFFING TECNOLOGY

COMPANY HISTORY
ITC was incorporated on August 24, 1910 under the name of 'Imperial Tobacco Company of India Limited'. Its beginnings were humble. A leased office on Radha Bazaar Lane, Kolkata, was the centre of the Company's existence. The Company celebrated its 16th birthday on August 24, 1926, by purchasing the plot of land situated at 37, Chowringhee, (now renamed J.L. Nehru Road) Kolkata, for the sum of Rs 310,000. This decision of the Company was historic in more ways than one. It was to mark the beginning of a long and eventful journey into India's future. The Company's headquarter building, 'Virginia House', which came up on that plot of land two years later, would go on to become one of Kolkata's most venerated landmarks. The Company's ownership progressively Indianised and the name of the Company was changed to I.T.C. Limited in 1974. In recognition of the Company's multi-business portfolio encompassing a wide range of businesses - Cigarettes & Tobacco, Hotels, Information Technology, Packaging, Paperboards & Specialty Papers, Agri-Exports, Foods, Lifestyle Retailing and Greeting Gifting & Stationery - the full stops in the Company's name were removed effective September 18, 2001.

Though the first six decades of the Company's existence were primarily devoted to the growth and consolidation of the Cigarettes and Leaf Tobacco businesses, the Seventies witnessed the beginnings of a corporate transformation that would usher in momentous changes in the life of the Company. ITC's Packaging & Printing Business was set up in 1925 as a strategic backward integration for ITC's Cigarettes business. It is today India's most sophisticated packaging house. In 1975 the Company launched its Hotels business with the acquisition of a hotel in Chennai which was rechristened 'ITC-Welcome group Hotel Chola'. The objective of ITC's entry into the hotels business was rooted in the concept of creating value for the nation. ITC chose the hotels business for its potential to earn high levels of foreign exchange, create tourism infrastructure

and generate large scale direct and indirect employment. Since then ITC's Hotels business has grown to occupy a position of leadership, with over 100 owned and managed properties spread across India. In 1979, ITC entered the Paperboards business by promoting ITC Bhadrachalam Paperboards Limited, which today has become the market leader in India. Bhadrachalam Paperboards amalgamated with the Company effective March 13, 2002 and became a Division of the Company, Bhadrachalam Paperboards Division. In November 2002, this division merged with the Company's Tribeni Tissues Division to form the Paperboards & Specialty Papers Division. ITC's paperboards' technology, productivity, quality and manufacturing processes are comparable to the best in the world. It has also made an immense contribution to the development of Sarapaka, an economically backward area in the state of Andhra Pradesh. It is directly involved in education, environmental protection and community development. In 2004, ITC acquired the paperboard manufacturing facility of BILT Industrial Packaging Co. Ltd (BIPCO), near Coimbatore, Tamil Nadu. The Kovai Unit allows ITC to improve customer service with reduced lead time and a wider product range.

In 1990, ITC acquired Tribeni Tissues Limited, a Specialty In 1985, ITC set up Surya Tobacco Co. in Nepal as an Indo-Nepal and British joint venture. Since inception, its shares have been held by ITC, British American Tobacco and various independent shareholders in Nepal. In August 2002, Surya Tobacco became a subsidiary of ITC Limited and its name was changed to Surya Nepal Private Limited (Surya Nepal). The merged entity was named the Tribeni Tissues Division (TTD). To harness strategic and operational synergies, TTD was merged with the Bhadrachalam Paperboards Division to form the Paperboards & Specialty Papers Division in November 2002. Also in 1990 leveraging its Agri-sourcing competency ITC set up the Agri Business Division for export of Agri-commodities. The Division is today one of India's largest exporters. ITC's unique and now widely acknowledged e-Chou pal initiative began in 2000 with soya farmers in Madhya Pradesh. Now it extends to 10 states covering over 4 million farmers. ITC's first rural mall, christened 'Chou pal Saagar' was inaugurated in August 2004 at Sehore. On the rural retail front,

24 'Chou pal Saagar' are now operational in the 3 states of Madhya Pradesh, Maharashtra and Uttar Pradesh. In 2000, ITC launched a line of high quality greeting cards under the brand name 'Expressions'. In 2002, the product range was enlarged with the introduction of Gift wrappers, Autograph books and Slam books. In the same year, ITC also launched 'Expressions Matrubhasha', a vernacular range of greeting cards in eight languages and 'Expressions Paperkraft', a range of premium stationery products. In 2003, the company rolled out 'Classmate', a range of notebooks in the school stationery segment. ITC also entered the Lifestyle Retailing business with the Wills Sport range of international quality relaxed wear for men and women in 2000. The Wills Lifestyle chain of exclusive stores later expanded its range to include Wills Classic formal wear (2002) and Wills Club life evening wear (2003). ITC also initiated a foray into the popular segment with its men's wear brand, John Players, in 2002. In 2006, Wills Lifestyle became title partner of the country's most premier fashion event - Wills Lifestyle India Fashion Week - that has gained recognition from buyers and retailers as the single largest B-2-B platform for the Fashion Design industry. To mark the occasion, ITC launched a special 'Celebration Series', taking the event forward to consumers. In 2007, the Company introduced 'Miss Players'- a fashion brand in the popular segment for the young woman.

In 2000, ITC spun off its information technology business into a wholly owned subsidiary, ITC InfoTech India Limited, to more aggressively pursue emerging opportunities in this area. Today ITC InfoTech is one of India’s fastest growing global IT and IT-enabled services companies and has established itself as a key player in offshore outsourcing, providing outsourced IT solutions and services to leading global customers across key focus verticals Manufacturing, BFSI (Banking, Financial Services & Insurance), CPG&R (Consumer Packaged Goods & Retail), THT (Travel, Hospitality and Transportation) and Media & Entertainment. ITC's foray into the Foods business is an outstanding example of successfully blending multiple internal competencies to create a new driver of business growth. It began in August 2001 with

the introduction of 'Kitchens of India' ready-to-eat Indian gourmet dishes. In 2002, ITC entered the confectionery and staples segments with the launch of the brands mint-o and Candy man confectionery and Aashirvaad atta (wheat flour). 2003 witnessed the introduction of Sun feast as the Company entered the biscuits segment. ITC's entered the fast growing branded snacks category with Bingo! in 2007. In just seven years, the Foods business has grown to a significant size with over 200 differentiated products under six distinctive brands, with an enviable distribution reach, a rapidly growing market share and a solid market standing. In 2002, ITC's philosophy of contributing to enhancing the competitiveness of the entire value chain found yet another expression in the Safety Matches initiative. ITC now markets popular safety matches brands like iKno, Mangaldeep, Aim, Aim Mega and Aim Metro. ITC's foray into the marketing of Agarbattis (incense sticks) in 2003 marked the manifestation of its partnership with the cottage sector. ITC's popular Agarbattis brands include Spriha and Mangaldeep across a range of fragrances like Rose, Jasmine, Bouquet, Sandalwood, Madhur, Sambrani and Nagchampa. ITC introduced Essenza Di Wills, an exclusive range of fine fragrances and bath & body care products for men and women in July 2005. Inizio, the signature range under Essenza Di Wills provides a comprehensive grooming regimen with distinct lines for men (Inizio Homme) and women (Inizio Femme). Continuing with its tradition of bringing world class products to Indian consumers the Company launched 'Fiama Di Wills', a premium range of Shampoos, Shower Gels and Soaps in September, October and December 2007 respectively. The Company also launched the 'Superia' range of Soaps and Shampoos in the mass-market segment at select markets in October 2007 and Vivel De Wills & Vivel range of soaps in February and Vivel range of shampoos in June 2008.

PRODUCT AWARNESS

The Bay Island provides everything that today's discerning guest’s desires in a hotel. Business travelers will find a complete infrastructure available to them, including conference and interview rooms. Those seeking to unwind will find everything from a swimming pool to a spa.

• • • • • • • • • •

Health Spa Swimming Pool Gym Currency exchange Doctor on call Baby-sitter Same day laundry DVD and Laptop on request Wi Fi & Data Port available in all rooms Electronic safes in the room

HOTEL FACILITIES
• • • • • • • Doctor on call Valet service Laundry service Currency exchange DVD/fax machine/laptop on request Secretarial services on request International direct dial and voice mail facilities

• • • • • • • • • •

Special tours of the city Audio and video entertainment Check out time: 12 noon Airport Transfers Exclusive Club Lounge

Wi-fi & Data port connectivity in each room Shaver Socket Hair Dryer Bathtub/Rain Shower/Head Shower Bathroom Telephone

WORKING OF DIFFERENT DEPARTMENT OF BAY ISLAND

Administration/General This department is made up of several areas including the General Manager's office, Engineering, Accounting, Purchasing, Human Resources, Retail and Sales and Marketing. These departments are described in greater detail below. Audio Visual The Audio Visual department supports the Food & Beverage and Meetings/Special Events departments by providing audio (sound), light, projection and other services to guests who hold meetings and events at our hotels. Engineering Our hotels need to be kept continuously in an excellent state of maintenance and repair for the safety and comfort of our guests and employees. This department ensures that air conditioning, heating, ventilation, water supply, sewage, furniture, carpeting, painting etc. are kept in good working condition at all times. Finance/Accounting All transactions involving cash, billing, purchasing and other numerical data processing and reporting are done in this department. This department also assists with the preparation of the annual budgets and the profit and loss statements and other accounting reports. Finance Purchasing/Receiving This department ensures that all the products, food and beverage, equipment and other operating supplies required to run the hotel are ordered in a timely manner, received, checked and stored until they are needed by the operating departments.

Fitness/Recreation This department includes services and facilities to enhance the well-being and health of our guests by offering Swimming and a Fitness Center among other activities. Food & Beverage: Restaurants/Bars/Lounges This includes all the restaurants, bars and lounges that are located throughout the hotel.

Food & Beverage: Banquets This department sets up the rooms where small and large meetings and events including weddings and receptions are held. They take place in the various conference rooms and ballroom of the hotel. They also provide the service of food and drink to the guests at these events. The Banquet Department coordinates the details of an event as it is happening, executing the requests the guests have made prior to their arrival and responding to any unexpected needs of each guest. Food & Beverage: Culinary This department includes all the kitchens of the hotel. Typically, a hotel will have a Main Kitchen, a satellite Fine Dining Restaurant Kitchen, a Banquet Kitchen, a Cold Kitchen, a Pastry Kitchen and sometimes, a Pool Kitchen. These various kitchens order, receive, store and prepare all the meals in the Hotel. They also prepare the beautiful buffets and the guest room food amenities.

Food & Beverage Night Cleaners Since the food and beverage areas are all very busy from morning to night, much of the cleaning activity must take place overnight to ensure that the highest levels of cleanliness and hygiene are maintained in all food preparation and service areas.

Food & Beverage: Room Service Also known as In-Room Dining, this department provides meal and beverage service to the guest in his/her room. The meal is always beautifully presented, as if the guest were at a table in one of our restaurants. This department operates 24 hours of the day.

Food & Beverage: Stewarding This department stores, cleans and distributes all the equipment (glassware, silverware, chinaware) that is needed in food and beverage service for our guests. This Stewarding department supports the entire food and beverage operation, providing important equipment supply and cleaning services to the kitchen and to every food and beverage outlet.

Food & Beverage: Storeroom This is the storeroom where all fresh produce, meat, dairy and preserved foods as well as beverages are stored at the correct temperatures and in an orderly way until they are needed for preparation in the kitchens. Human Resources This department ensures the well being of all employees. It also assists the other departments with their recruiting and selection activities so that they are adequately staffed. Human Resources Training Every employee receives an average of 250 hours of training every year. This department ensures that the various training programs are made available to employees.

Information Systems / Technology This department ensures that all the computers and computer systems in the hotel are installed correctly and run properly at all times. This department also ensures the efficient functioning of the telephone switchboard equipment. Loss Prevention / Security The Loss Prevention department ensures the safety and security of all guests, employees, their property and the hotel building and the equipment contained within it. Meetings & Special Events The Meetings/Special Events Department coordinates all details involved with group bookings, working closely with meeting planners to arrange all rooming, food and beverage details, meeting facility specifications, and any additional requirements of the group. The Meetings & Special Events Managers partner with company event planners prior to their arrival to understand, manage, record and coordinate the details of each event and to communicate these to the relevant departments. The role of the Meetings & Special Events manager is to be the liaison between the planner and the hotel operational departments. The team works to ensure the guest's utmost satisfaction with the event. The Meetings & Special Events department is responsible for accurate forecasting of group rooms, banquet food and beverage and for achieving overall hotel budgeted revenue. Rooms Division: Club Level Every Ritz-Carlton hotel has a hotel within the hotel, known as the Club Level. Guests staying on these floors pay a premium and have access to a private lounge with five complimentary food and beverage presentations, dedicated concierge and separate check-in/check out facilities. Rooms Division: Concierge The Concierge department is there to answer the guest's inquiries about the city and its surroundings, make reservations at restaurants, theaters, sightseeing tours and many other services.

Rooms Division: Front Desk / Front Office The Front Desk or Front Office department checks the guest into the hotel on arrival, provides much of the initial information that the guest needs to quickly feel at home and answers their questions and generally facilitates their arrival. They also check the guest out on departure. Rooms Division: Communications This staff of this department answers all in-coming telephone calls, assists guests with longdistance calling information and provides wake-up calls. Rooms Division: Guest Services The Front Door: Often the first person the arriving guest sees is the Door Person, who will open the door and extend a warm welcome to the guest. This department also takes care of the arriving and departing guest's luggage, calling taxis and parking the guest's vehicle.

The Bell Desk: The guests' luggage is brought to and from the room by the Bell persons who also provide the guest with the hotel orientation and with much needed information such as the hotel hours of operation, shoeshine service etc. Rooms Division: Housekeeping This department is charged with keeping the hotel clean and in order, to include twice daily service of all guest rooms and the maintenance of all public and heart-of-house areas. Our guests expect the very highest levels of cleanliness when they enter a Ritz-Carlton hotel. This department plays an important role in meeting this expectation.

Rooms Division: Laundry This department cleans all of the hotel's linens and terry to include rooms and food and beverage. Guest's laundry and dry cleaning needs are also processed through this department.

Rooms Division: Transportation / Garage The Transportation department oversees the parking garage and also any special transportation needs that a guest might have. Rooms Division: Guest Relations This department is responsible for engineering surprises and anticipating our guests' needs, by pre-calling all guests prior to their arrival to help garner preferences, identify special occasions and offer additional hotel services. Public Relations The Public Relations department ensures that the image of the hotel and the company in the local community is always maintained at the very highest level. They also make press releases whenever there is something important to announce and maintain excellent media relations. Spa The Spa department operates almost like a hotel with a hotel. It offers separate services such as reservations, housekeeping, front desk and concierge. In addition to the services mentioned above, the Spa department employs certified massage therapists, nutrition consultants, wellness coordinators, nail technicians, and hair stylists. Sales Reservations & Revenue Management The Reservations department takes calls, emails and faxes from guests and makes their room reservations for arrival at a future date. The Revenue Management department establishes the optimal room rate at any given time, based on demand and other market variables. Sales & Marketing This department sells the hotel and all its services are to bring in the guests. Sales people have targets to meet and their goal is to keep the hotel busy all year.

Sales & Marketing: Catering Sales The Catering Sales Department sells, plans, and coordinates all social and local corporate catering events such as weddings, bar/bat mitzvahs, retirement parties, society events, local functions and meetings. After booking the event, the catering sales department works with event planners to understand, record and coordinate the details of what the guest is looking for and communicate these to the relevant departments. The team works to ensure the guest's utmost satisfaction at the event. Each catering sales manager is also responsible for individual booking goals and for achieving departmental budget requirements. Sales & Marketing: Conference Sales This department sells the space that guests need to hold their meetings and social events in our hotels. They also take care of recording and sharing with the appropriate departments all the details (other than food and beverage needs, which are handled by the catering department) related to the function such as flowers, audio-visual needs, table layout etc.

WORK DONE To begin with, internship training was undergone by me in FORTUNE GROUP OF HOTELS .I had to work in marketing department, which is one of the most interesting department in hotel

management. To talk about my internship experience in FORTUNE GROUP OF HOTELS, I would like to start with the working of the marketing department.

FORTUNE marketing department is headed by a corporate team and all the metro’s are having regional marketing office through which sales personnel will tap the business and forward it to the respective hotel. For example marketing office in Chennai will speak to the clients and forward it to the respective hotels for room reservations. In marketing department I was given the work of telecalling where in following types of calls were made.

They are four kinds of call namely: • • • • Courtesy call Cold call Follow up call Bliss call

 Courtesy call: The executive of the hotel meet their clients to have good relation and fulfill their requirements, such as booking of rooms, banquet halls, etc.

 Cold call: the executive visit new companies and promote their product. By this the hotel gains new clients.

 Follow up call: Follow up call is also called as reminder call. Executive keep in contact with their clients to fulfill their requirement.

 Bliss call: when an executive fails to cover a particular area, group of executive join together to promote their product at that area. This group work is called as bliss call. When sales executive go for call, a coordinator of sales and marketing department coordinate the day today work of the executives.

Work of the coordinator is as follows
• • • • • • •

Coordinate the work of the executive such as Updating the tariff of the rooms and banquets to the executives Sending and checking the received mail of the hotel. Keeping informed of the day today activities happening at the hotel to the executives Providing necessary information to the clients in absence of the executives at the hotel. Reservation of rooms and banquets Checking the availability of rooms and banquets

WORKING CONDITIONS
Hours. Because hotel is open around the clock, employees frequently work varying shifts or variable schedules. Employees who work the late shift generally receive additional compensation. Many employees enjoy the opportunity to work part-time, nights or evenings, or other schedules that fit their availability for work and the hotel’s needs. Hotel managers and many department supervisors may work regularly assigned schedules, but they also routinely work longer hours than scheduled, especially during peak travel times or when multiple events are scheduled. Also, they may be called in to work on short notice in the event of an emergency or to cover a position. Office and administrative support workers generally work scheduled hours in an office setting, meeting with guests, clients, and hotel staff. Their work can become hectic processing orders and invoices, dealing with demanding guests, or servicing requests that require a quick turnaround,

but job hazards typically are limited to muscle and eye strain common to working with computers and office equipment. Computer specialists, information technology and audiovisual technicians typically maintain standard hours servicing the property’s websites and computer and communications networks. However, they often work long hours setting up and testing equipment for events that require their services. Work environment. Work in hotels and other accommodations can be demanding and hectic. Hotel staffs provide a variety of services to guests and must do so efficiently, courteously, and accurately. They must maintain a pleasant demeanor even during times of stress or when dealing with an impatient or irate guest. Alternately, work at slower times, such as the off-season or overnight periods, can seem slow and tiresome. Still, hotel workers must be ready to provide guests and visitors with gracious customer service at any hour. Food preparation and food service workers in hotels must withstand the strain of working during busy periods and being on their feet for many hours. Kitchen workers lift heavy pots and kettles and work near hot ovens and grills. Job hazards include slips and falls, cuts, and burns, but injuries are seldom serious. Food service workers often carry heavy trays of food, dishes, and glassware. Many of these workers work part time, including evenings, weekends, and holidays

Work done in sales and marketing department
1. I was briefed about the hotel and its achievements. 2. Had a virtual tour around the hotel 3. Interaction with the higher sales and marketing executives 4. I was taught how sales and marketing department worked in hospitality industry

We also learned about the PMS software: PMS software is used to check the occupancy /availability of the rooms and banquets in the hotel. The activities of all the department of the hotel can be reviewed through this software.

5.I created a database of all the clients of the hotel in an excel sheet which contained : • • • • Name of the company Name of the client Contact details Estimated tariff of that particular company with specified complementary.

I coordinated the works of the executives by attending calls, checking mails and forwarding them to the respective department. Checking the occupancy of rooms and banquets through PMS software. I also learnt how to communicate with the clients, how to be hospitable to people.

PMS Software Computerized system which deals with guest bookings, online reservations, point of sale, telephone and other amenities. Some property management systems also include payroll, back office and accounts. A full featured, easy to use point of sale software package specifically designed for bars, clubs, and small restaurants. All of the tools you need at a price you can afford.

ITC RIVALS Trident Group of Hotels Jaypee Group of Hotels Holiday Inn Hotels The Park Group Hyatt Hotels and Resorts Best Western Hotels Mansingh Group of Hotels Ambassador Hotels Clarks Hotels Casino Group of Hotels Choice Hotels K Raheja Group of Hotels HRH Hotels Tulip Star Group of Hotels

ACHIEVEMENTS ITC Welcome group was named the Best Premier Hotel Brand at the Galileo-Express Travel World Awards 2008 & 2006. ITC Welcome Heritage won the Best Heritage Hotel Brand award in 2006. ITC Hotel the Maurya received the award for 'Best Luxury Hotel' at the Star Hospitality Awards 2007-08 and the NATIONAL TOURISM AWARD 2007 for 'Best Eco-Friendly Hotel' from Ministry of Tourism.
• Sheraton, New Delhi won the Golden peacock Award 2008 for Environment

Management. It was also conferred the '6th Annual Greentech Safety Award' in the Service Sector for the year 2006 .
• The NCPEDP-Shell Helen Keller Award 2008, 2007 and 2006 to ITC-Welcome group

for the vision, policies and practices demonstrating the belief in equal rights and gainful employment for persons with disabilities .
• The National Tourism Award 2007-08 to ITC Grand Central for the best private public

enterprise providing facilities for physically challenged guests at the hotel. Welcome Hotel, Delhi won the same under the category - Best Eco-Friendly Hotel in 2004-05.

• The PATA Gold Award 2005 in the Corporate Environmental category for the Welcome

Environ initiatives of ITC-Welcome group.

• ITC Sonar, Kolkata has been declared as one of the best hotels in the world by the

Association of British Travel Agents (ABTA) in the April 2004 issue of its magazine 'Business & Travel'. ABTA also rated Dublin amongst the top 20 bars and Bukhara the best restaurant in Asia and the finest Indian restaurant in the world.

• ITC Maurya is the only hotel in India, to have won the British Safety Council's 'Sword of

Honor' thrice

.
• ITC Maurya, New Delhi is also India's first hotel to be accorded the ISO 14001

certification for its Environment Management Systems. Eight more ITC-Welcome group Hotels followed in quick succession: ITC Windsor, Bangalore; ITC Kakatiya, Hyderabad; ITC Mughal, Agra; Sheraton Rajputana, Jaipur; Sheraton Chola, Chennai; ITC Hotel Park Sheraton & Towers, Chennai, ITC Maratha, Mumbai and ITC Sonar, Kolkata.

• ITC Maurya won the Golden Peacock Innovation Management Award in 2008. It is the

first hotel in India to be awarded the Golden Peacock Environment Management Award for 2001 by the World Environment Foundation. It won this award again in 2004.

• ITC has been awarded certificate for Excellence in Food Safety Standard from Starwood

Asia Pacific Hotels & Resorts in 2008.

• ITC Maratha at Mumbai was declared to be the Best Luxury Hotel of the Year 2002, by

the Federation of Hotel and Restaurant Associations of India.

• ITC Mughal at Agra was Asia's first winner of the Aga Khan Award for Architecture.

• ITC Mughal was conferred the Greentech Silver Award for safety and Environment in

2008.The prestigious 'Golden Fork Award', was also bestowed, by the International Food and Wine Writers Guild, to Bukhara and Dum Pukht restaurants at ITC Maurya .
• Bukhara at ITC Maurya in New Delhi has been declared the Best Indian Restaurant in the

world by 'The Restaurant Magazine', UK. It has also been voted the Best Restaurant in Asia and is the only Indian restaurant to feature in the list of 50 Best Restaurants in the World for five years since 2002.

• ITC Maurya has won Awards for the Best Whisky Restaurant (DumPukht) and the Best

Whisky Bar (Golf Bar) in India. Icons of Whisky, the most prestigious Whisky Awards in the World were launched in India for the first time at ITC Maurya in the year 2008.

• Kaya Kalp - The Royal Spa at ITC Mughal Agra, launched in May 2008, has been rated

the 'World's Best City Spa', by Tattler. It is the only winner from India in 2008 and finds

a place, in the prestigious Tattler Spa Guide for 2008 - featuring 101 of the best spas of the world.

• ITC Maurya and ITC Mughal have both won the 'Green Hotelier Award.' ITC Maurya

has also won the International Hotels & Restaurants Association (IH & RA) environmental award twice .

ITC Grand central received the Federation of Hotel & Restaurant Association of India 'Environment Champion Hotel of the Year' in 2008. ITC Maurya won this award in 2002 and 1997 and ITC Mughal, Agra, in 2003.

Fortune Hotels won the Hospitality India Award for the year 2008 in the category of the Best First Class Hotel Chain for the second time since 2006 .

Bay Island at Port Blair, Andaman, was presented 'The Tourism for Tomorrow' award by British Airways in 1993.

Fortune branches Fortune bussiness hotels
• • • Fortune hotel landmark,ahmedabad Fortune select JP cosmos,banglore Fortune hotel calicut,calicut

• • • • • • • • • • • • •

fortune select global,gurgaon fortune landmark,indore fortune inn rivera,jammu fortune park panchawati,kolkata fortune klassik,ludhiana fortune select exotic,mumbai fortune inn jukaso,pune fortune hotel galaxy, vapi fortune inn sree kanya,vishakapatnam fortune park JP celestial,banglore fortune select palms,chennai fortune select manohar,hyderabad fortune select metropolitan,jaipur

• • • • •

fortune hotel centre point,jamshedpur fortune select dasve,lavasa fortune inn valley,manipal fortune inn grazia,noida fortune hotel the south park fortune hotel murali park,vijaywada

Fortune resorts
• • • • • • • fortune resort bay island,andaman fortune resort central,darjeeling fortune bella casa,jaipur fortune pandiyan hotel,madurai fortune resort grace,mussoorie fortune hotel sullivan,ooty fortune kences,tirupati

INTRODUCTION
“PRACTICE MAKES A MAN PERFECT”. The saying is true in real life. Before a student gets a job, she gets accustomed to work environment as a trainee, which helps her to understand what really happens in an organization. It helps her to prepare for the challenges, which she has to face in the future. The training helps to realize how difficult is to manage and handle various situations. This internship experience which is made compulsory course for all the first and second year students in our college,is a wonderful experience which provides a real exposure to the corporate world and links the theoritical knowledge with the practical training.

I worked for fortune resort bay island andaman.being an commerce student I was allowed to work in accounts department.through this wonderful experience I gained more knowledge about hotel managemant. The Summer Internship Program that has been developed will assign students to one of the senior staff. All students will work on business projects suitable for a resume summary. We are given a unique opportunity to work very closely with senior staff; something that is not possible in many organizations. Interns are really able to hone their project management and organizational skills through a wide variety of tasks. ITC staffs provide overviews of their areas and explain the role and context of student assignments. Questions and discussion are very much encouraged. Lunchtime presentations will be held to introduce students to different business experiences among ITC staff. The Summer Internship Program is a 4-week program, starting on May 2nd and concluding on June 3rd. summer interns will be asked to work 20 hours/week and will be compensated at an hourly rate.

Accommodations
Fortune Resort Bay Island offers 45 Standard rooms, built in a series of levels, split against a sloping hill side, with some rooms overlooking the sea. All the rooms are equipped with CCTV, direct dial STD telephones. Aesthetically designed, the rooms offer glorious view, fresh air and natural light in all its glory .

Cuisines & Restaurants
Mandalay: Open deck restaurant with a glorious sea-view. The hotel serves Island specialties, superb seafood along with Indian Chinese and Continental favorites. Look Out: The quiet lounge, where you can hum along with the rhythms of the sea. Nico Bar: Our barman specializes in tall fruity concoctions, served in coconut shells. In addition, enjoy an array of drinks from the well stocked bar.

Fortune Park Hotels Ltd. is a subsidiary of ITC Ltd, with 53 First Class Hotels, 4336 Rooms across 41 cities. It is one of the fastest growing hotel chains, serving both the leisure and business travelers from across the globe.

Hotel Overview
Located on one of the world's last outpost of virgin, natural rain-forest islands, Fortune Resort Bay Island overlooks the pristine blue waters of the Bay of Bengal. Built almost of the native "Padouk" wood, the beautiful red timber that is found only on the Andaman & Nicobar Islands and designed by Charles Correa, the architectural style of the hotel reflects the native life of the Islands and offers a gateway with a pace that is genuine, relaxed and unhurried.

SERVICES IN DETAIL
ITC-Welcome group pioneered the holistic concept of 'branded accommodation' in the hospitality industry. It was the first to launch the idea of a 'Hotel within a Hotel' by segmenting, customizing and branding hotel services like 'ITC One', 'Towers' and the 'Executive Club'. Each of these caters to specialized needs of the global business traveler with unmatched quality and a range of custom-made services. ITC-Welcome group was the first to introduce branded cuisine. Its restaurants Bukhara, Dakshin and DumPukht are today powerful cuisine brands. ITC-Welcome group also showcases international cuisine in its specialty restaurants West View and Pan Asian. ITC has strategically customized its hotels and appropriately categorized them to fulfill the service and budgetary needs of travelers. ITC-Welcome group has an exclusive tie-up with global partner Starwood for its top of the line premium brand, the 'Luxury Collection'. ITC Hotels was also instrumental in bringing the 'Sheraton' brand to India, with which it enjoyed a three-decade exclusive partnership. ITC-Welcome group's properties are classified under four distinct brands: ITC Hotels - Luxury Collection In 2007, ITC-Welcome group entered a new phase in its collaboration with Starwood Hotels & Resorts. ITC-Welcome group now has an exclusive tie-up with Starwood in bringing its premium brand, the 'Luxury Collection', to India. These are super deluxe and premium hotels located at strategic business and leisure locations. The seven hotels which are part of this collection are: ITC Maurya in Delhi, ITC Maratha in Mumbai, ITC Sonar in Kolkata, ITC Grand Central in Mumbai, ITC Windsor in Bangalore, ITC Kakatiya in Hyderabad and ITC Mughal in Agra.

Welcome Hotels offer five-star hospitality for the discerning business and leisure traveler. Currently there are three hotels under this brand namely, Welcome Hotel Rama International Aurangabad, Welcome Hotel Vadodara and Welcome Hotel Grand Bay Vishakhapatnam. Four other ITC-Welcome group Sheraton Hotels – Sheraton Rajputana Hotel Jaipur, Sheraton Chola Hotel Chennai and Sheraton New Delhi offer warm, comforting services to the global traveler and a chance to connect.

Fortune Hotels offer full service properties all over India, including smaller towns and cities, ideal for the budget traveler. Fortune Hotels have a strong presence in Ahmadabad, Thiruvananthapuram, Calicut, Darjeeling, Jamshedpur, Vapi, Hyderabad, Gurgaon, Indore, Ootacamund, Madurai, Jodhpur, Vijayawada, Chennai, Visakhapatnam, Mahabalipuram, Kolkata, Bangalore, Navi Mumbai, Tirupati and Port Blair, while several more hotels are expected to be commissioned soon in other key locations in India.

Welcome Heritage brings together a chain of palaces, forts, havelis and resorts that offer a unique experience. Welcome Heritage endeavors to preserve ancient royal homes and the historical Indian grandeur and opulence for the future Indian generations. Welcome Heritage provides a fine range of hotel services inside these architectural legacies present in Rajasthan, Madhya Pradesh, Uttarakhand, Himachal Pradesh, Jammu & Kashmir, West Bengal, Karnataka, Tamil Nadu, Punjab, Haryana, Assam, Sikkim, Meghalaya, Arunachal Pradesh, Uttar Pradesh, Maharashtra, Kerala, Andhra Pradesh and Pondicherry.

Welcome Environ Welcome Environ is ITC-Welcome group's vision for a green world. It's a multi-faceted programme started in order to propagate environmental causes in the cities where ITC-Welcome group's hotels are located. With the guiding principle of 'Reduce, Reuse and Recycle', each

hotel has its own programme, encompassing local participation, creating awareness among employees and internal conservation.

ITC Green Centre The ITC Green Centre in Gurgaon, the headquarters of ITC's Hotels Business is the physical expression of this commitment to sustainability - Ecological, Social and Economic. This building is one of the world's largest green buildings with space of over 170,000 square feet and the first non-commercial complex in the country to be awarded the United States Green Building Council-Leadership in Energy and Environmental Design's (USGBC-LEED) platinum rating the highest in the order.

At ITC Green Centre, energy consumption has been reduced significantly through design integration. The building has been designed to maximize the effect of natural light during daytime, largely eliminating the need for artificial ones. At the same time, the window glass, while allowing light inside, does not allow heat. This not only keeps the office cool from inside during the day, but also decreases the load on air-conditioners. Again, there is minimum exterior lighting to limit night sky pollution. The water consumption has dropped by 40 per cent and, with a water re-cycling plant, the building is now a zero water discharge building.

ITC Welcome group - Empowering Differently-able people ITC-Welcome group has established that if provided with an opportunity to work and become self-sufficient, people who are differently able can significantly contribute to the workplace, families and the community. ITC-Welcome group has taken a positive step in this direction by employing people who are differently able across its hotels. ITC-Welcome group believes that everyone should be treated with sensitivity and empathy. The models it has created have been effective and have succeeded in sensitizing other employees to the needs of those differently-

able. Keeping in mind their specific skills, over 100 differently able have been employed in diverse functions like housekeeping, teleworking, and bakery and as musicians. Special badges for the visually impaired, whistles for hearing impaired employees to use in an emergency and sign language classes for the staff to communicate with them are just a few examples of how ITC-Welcome group has created an atmosphere of sensitivity and caring.

ITC-Welcome group has also published a booklet aimed at sharing experiences with the rest of the corporate world and laying down a step-by-step guide to demystify the perceived complexities around employing persons with disabilities. .

The corporate office is situated in the modern satellite city of Gurgaon with the following Corporate structure : President General Manager - Finance General Manager - Operations General Manager - Sales & Marketing General Manager - Technical Head - Sales & Marketing Corporate Chef Corporate Manager - HR & Special Assignments Corporate House Keeper Corporate Revenue Manager Marketing Services Manager Corporate IT Manager Corporate Training Manager

I express my sincere thanks to Dr K. Nirmala Prasad (M.com, M.Phil, Ph.D), principal M.O.P Vaishnav college of women, Chennai 600034, for giving me this

PRINCIPALS FOLLOWED AT BAY ISLAND
Reduce (waste of any form)E.g.: solid, liquid, gas and electricity • • Recycle(water , paper, food) Reuse (water and paper)

opportunity to undergo training at FORTUNE RESORT BAY ISLAND. I owe my thanks to Ms Shalini, Head of Department, Ms Kiran Varma our faculty advisor and all lectures of commerce department for parting the valuable guidance in completing this project successfully. My sincere gratitude goes to Mr. S SRIDHAR (Director of Sales and Marketing).who provided me with an opportunity to work in and learn about the basic aspect of sales and marketing during my training period. I also thank them for their encouragement and fullest support given to me during the training period. I am also grateful to my parents who helped me in my completion of the training and this project successfully.

CONTENTS
SERIAL NO 1 PARTICULARS INTRODUCTION

2

COMPANY HISTORY

3

COMPANY PROFILE

4 5

INDUSTRY PROFILE SERVICES IN DETAIL

6

WORK DONE

7

CONCLUSION

HR & Training Support
Each Fortune hotel has a General Manager deputed by Fortune Park Hotels, who is either transferred from within the existing resources of ITC-Welcome group or hired from the constantly updated data bank available with ITCWelcome group HR cell. Operating manuals for each operating department and a standards manual defining the standards for a Fortune hotel are provided to all Fortune hotels to assist the General Manager in his day-to-day operations. An annual operations audit is conducted in each property by General ManagerOperations, which outlines the standards maintained by the property and the shortcomings, if any. A detailed audit report is submitted to the hotel promoters for their perusal, along with valuable inputs on constant improvement of the product and services. Key support for food festivals, standardization of menus and constant information on industry best practices is provided on a regular basis by the Operations team. At the time of Hotel opening a pre-opening team is deputed to the hotel to assist the General Manager and the hotel team for a smooth commissioning of the hotel.

Distribution
ITC-Welcome group currently has 63 hotels spread over four brands, including Fortune Park Hotels. The Fortune operating hotels are located in: Ahmadabad, Calicut, Chennai, Darjeeling, gurgaon, Indore, Jaipur, Jammu, Jamshedpur, Ludhiana, Madurai, Ooty, Port Blair, Tirupati, Trivandrum, Vijayawada, Vapi, Vishakhapatnam, Pune, Bangalore, Navi Mumbai, Hyderabad, Kolkata & Lavasa.

Others to open shortly are in: Shirdi, Mumbai (Thane), Missouri, Delhi, Siliguri, Cochin, Kolhapur, Gandhinagar, Baddi

Sales & Marketing Infrastructure
Fortune Park Hotels are sold and marketed through the ITC-Welcome group Sales & Marketing offices located throughout the country in 10 locations, employing a team of over 100 professionals. These offices are located in New Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Coimbatore, Pune, Ahmadabad and Vadodara. Fortune Marketing offices cover the entire geographical spread of the country and are located in New Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmadabad and Cochin. ITC-Welcome group is an acknowledged marketing leader in the hospitality sector, known for its visionary and creative marketing initiatives. These marketing initiatives, such as Executive Travel & Value Plan, Welcome Award, Welcome Link- to name a few- are available to all Fortune Park Hotels and instantly gives them access to the country's best established hospitality marketing programmes and the largest database of existing hotel users. Besides, Fortune hotels get the benefit of existing relationships with the leading MNCs and Corporate which are current users of ITC-Welcome group hotels all over the country. .

Fortune Park Hotels Ltd. is a subsidiary of ITC Ltd, with 53 First Class Hotels, 4336 Rooms across 41 cities. It is one of the fastest growing hotel chains, serving both the leisure and business travelers from across the globe.

Hotel Overview
Located on one of the world's last outpost of virgin, natural rain-forest islands, Fortune Resort Bay Island overlooks the pristine blue waters of the Bay of Bengal. Built almost of the native "Padouk" wood, the beautiful red timber that is found only on the Andaman & Nicobar Islands and designed by Charles Correa, the architectural style of the hotel reflects the native life of the Islands and offers a gateway with a pace that is genuine, relaxed and unhurried.

Accommodations
Fortune Resort Bay Island offers 45 Standard rooms, built in a series of levels, split against a sloping hill side, with some rooms overlooking the sea. All the rooms are equipped with CCTV, direct dial STD telephones. Aesthetically designed, the rooms offer glorious view, fresh air and natural light in all its glory.

Cuisines & Restaurants
Mandalay: Open deck restaurant with a glorious sea-view. The hotel serves Island specialties, superb seafood along with Indian Chinese and Continental favorites. Look Out: The quiet lounge, where you can hum along with the rhythms of the sea. Nico Bar: Our barman specializes in tall fruity concoctions, served in coconut shells. In addition, enjoy an array of drinks from the well stocked bar.
FortuneResortBayIsland, PortBlair Marinehills PortBlair744101 Tel:03192-234101/232112/065/123 Fax:03192-231555 e-mail: bayisland@fortunehotels.in

FORTUNE RESORT BAY ISLAND

4TH June, 2009

To whomsoever it may concern This is to certify that Ms M.Aishwarya B.com (marketing management) student of MOP Vaishnav College for women, Chennai has successfully undergone her INTERNSHIP WORK in our organization from 02.05.2009 to 02.06.2009 during which period she had shown keen interest and enthusiasm in her work.

We wish her all the best in her future endeavors.

For FORTUNE RESORT BAY ISLAND

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