Final Report TWPKP

4 YEAR HOSPITALITY MANAGEMENT PROGRAMME
Semester III
July 2015 December 2015
BAC 3181 BUSINESS INTERNSHIP I
INTERNSHIP REPORT
Name: Pranav Agrawal

Student Code: HMP06024
Interned at The Westin Pune Koregaon Park
Department F&B Service : 20 Weeks
Human Resource: 4 Week
BAC 3181 Business Internship Manual

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Table of Contents
Internship Schedule
Introduction to the Westin Hotels and Resorts
Introducing Starwood Hotels And Resorts
Introduction to The Westin Pune Koregaon Park
-
Property Structure
Food and beverage
Type of rooms
Recreational facilities
Learning and Observations

Conclusion

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INTRODUCTION TO THE WESTIN HOTELS & RESORTS
Westin Hotels & Resorts has earned the reputation as one of the most innovative hotel brands
in the industry, responsible for a series of noteworthy firsts. The brands history dates back to
1930 when rival hoteliers S. W. Thurston and Frank Dupar united to create Western Hotels.
The brand, later renamed Westin Hotels & Resorts, is responsible for introducing many of the
services travelers today take for granted including 24-hour room service and hotel credit
cards.
Acquired by Starwood Hotels & Resorts Worldwide, Inc. in 1998, Westin flourished.
Reasserting itself as an industry leader, Westin took the hotel industry by storm in 1999 when
it introduced the first-ever signature bed.
The launch of the now iconic Heavenly Bed was the catalyst that sparked a bedding war so
intense; it redefined how hotels compete for guests and forever reshaped the hospitality
experience.
Under Starwoods stewardship, Westin also developed its distinctive brand voice,
emphasizing personal, instinctive renewal and sensory elements that promote relaxation and
tranquility.
The pioneer of the hotel retail trend, Westin continues to aggressively expand its highly
successful retail efforts online, in hotels and in stores. Westin was the first hotel company to
gain national retail store presence when Nordstrom started carrying its Heavenly line in more
than 60 stores nationwide.
In 2006, Westin was the first hotel brand to introduce a smoke-free policy, and in 2007,
Westin was the first to offer in-room spa treatments at hotels worldwide.

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Landmarks in Westin History

1930
Co-founders, Frank Dupar and S.W. Thurston meet and Western hotels
is born
1950s
Computerized reservations, family plans, guaranteed reservations

introduced. Western hotels expand internationally.
1969
24 hour room service
1980s
50th anniversary. Western hotels evolve to Westin.
1990s
Guest voicemail, service express, Westin kids club introduced.
1995
Purchased by Starwood capitals from Aaoki Corporation, Japan
1999
Westin introduces Heavenly bed, Heavenly dog bed.
2003
Westin Workout fitness centers and Westin Workout Rooms
2006
Launch of Breath Westin and Westin Sensory Program
2007
Launch of the Heavenly Spa and In room Spa service
2008
Launch Superfood and clutter free meetings.

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Introducing Starwood Hotels And Resorts

Starwood Hotels and Resorts Worldwide was incorporated in 1998, from a real estate
company called Starwood capitals. It was founded by Mr. Barry Sternlitcht. Today Starwood
hotels operate more than 1400 hotels and counting in more than 90 countries comprising of
10 distinctive brands.
The Luxury Collection

St. Regis
Westin
Sheraton
Four Points by Sheraton
The W Hotels
Element
Aloft
Tribute Portfolio
The Starwood Hotels & Resorts are divided into 4 divisions:
NAD (North American Division)

LAD (Latin American Division)
APAC (Asia Pacific)
EAME (Europe, Africa & Middle East
The Westin Pune Koregaon Park falls under the APAC (Asia Pacific) category.
Starwood Headquarters is located in Stamford, Connecticut
Asia Pacific Headquarters is located in Singapore

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The corporation is managed by a Board led by the President & the CEO:
Frits Van Paasschen, President and CEO
Vasant Prabhu, Vice Chairman & CFO
Stephen Ho, President Asia Pacific
Dilip Puri, Regional Vice president

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Welcome to the Westin Pune Koregaon Park

This upscale airport hotel along the Mula Mutha River lies 3.8 km from Pune Golf Course
and 8 km from Pune Airport. The chic, earth-toned rooms and suites offer custom-designed
beds, ergonomic desks, and couches, as well as flat-screens and free Wi-Fi. They also include
tea and coffee making facilities. Upgraded rooms add terraces, and some provide private
lounge access and complimentary airport transfers. Suites come with separate living and
dining areas.
Breakfast and parking are free. There are 3 restaurants and 2 bars, plus a deli. Other perks
include a spa, a fitness room and an outdoor pool, plus 8 meeting rooms.
Address: 36/3-B, Mundhwa Rd, Koregaon Park Annexe, Ghorpadi, Pune, Maharashtra
411001
Phone:020 6721 0000
VISION
The Westin Pune is the destination where every visit is the Dream Experience
MISSION
We promise to deliver the dream experience through brilliant execution. We engage,
develop, and retain great talent to consistently surprise and delight, thus creating loyalty
beyond reason. We have fun along the way and celebrate success
VALUES
Communication & Transparency
Integrity
Self-Responsibility
Humility & Respect
Team Spirit
Learning & Growth
Culture
Living a Service culture is about developing relationships, not just selling services .It is
through empathy and caring attitude that we develop trust both internally and externally.

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INTERNSHIP SCHEDULE
06.07.2015 to 29.07.15: F&B Service Mix@36 Bar

30.07.15 to 10.09.15: F&B Service In Room Dinning
11.09.15 to 30.09.15: F&B Service Prego Italian Restaurant
1.10.15 to 20.11.15: F&B Service Daily Treats Coffee Shop
21.11.15 to 21.12.15: Human Resources

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Whos who at The Westin Pune Koregaon Park

Every associate at The Westin wears the Passion batch. It is believed that it gives an
opportunity to initiate a conversation with the guests and helps to build a strong relationship.
Here is a name list of whos who in the hotel and their respective roles and passion:
Name
Role
Passion
Anuraag Bhatnagar
Area General Manager
Movies
Sujeet Kumar
General Manager
Music
Manmeet Singh
Director Food & Beverage
Palmistry
Vivek Briganza
Director of Sales
Music
Sahil Ranaut
Manager Revenue
Management
Music
Santosh Kumar
Manager Information &

technology
Music
Abhijit Joshi
Purchase Manager
Pets
Purva Joglekar
Assistant Director Sales &

Marketing
Yoga
Sanjay Aratla
Training Manager
Reading
Jayant Kadam
Chief Engineer
Gadgets
Parineeta Dogra
Executive Housekeeper
Reading
Brig. Ajai Prakash
Security Manager
Perfection
Niyati Dutta
Asst. HR Manager
Cooking
Rohit Pandey
Director of HR
Books

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Rooms Division
Name
Role
Passion
Zulfiqar Ali
Director Of Rooms
To Grow
Sandeep Kaul
Front Office Manager
Movies
Ketki Dake
Asst.Manager Front
Office
Travelling
Robin Dsilva
Duty Manager
Success
Ravi Singh
Duty Manager
Games
Sanket Mule
Duty Manager
Photography
Cherriyan Puiyan
WEC Manager
Leading a team
Sonali Kurde
Guest Relations Manager
Riffle Shooting
Owning Company of The Westin Pune Koregaon Park

The owning company for hotel is the Classic Citi Investments Private Limited, incorporated
on 30 July 1996. It is a private limited company promoted by the Sun n Sands Hotels Private
Limited and co- promoted by the Bhosale Group. CCIPL currently owns and operates the Sun
n Sands Hotels in Pune and Goa.
CCIPL is a Board Managed Company, with Mr. Gul Advani as the Chairman & Managing
Director, Mr. Avinash Bhosale as Executive Director, Mr. Rajesh Advani as Managing
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Director and Mr. Amit Bhosale as Joint Managing Director.
The Property Structure at The Westin Pune Koregaon Park

State of art 277 guest rooms, 189 Deluxe Rooms, 67 Executive Club Rooms, 4 Westin
Workout Room, 2 Deluxe Accessible Rooms, 4 Executive Club Suites, 9 Executive Club
Terrace Suites, 3 Penthouse Suites & 1 Presidential Suite, all featuring the famous Heavenly
Bed.
The hotel features five restaurants and bars along with an expansive meeting & conference
venue. Recreation facilities include the Heavenly Spa, Westin Workout.
Rooms Details
Room Type
Deluxe King
Deluxe
Deluxe Twin
Executive Club
King
Club
Executive Club
Twin
Deluxe Accessible
King
Accessible
Deluxe Accessible
Twin
Wellness
Terrace Club Suite
Suites
Club Suite

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Attribute
Area(sqm)
Numbers
Smoking
41
19
Non Smoking
41
133
Smoking
41
Non Smoking
41
30
Smoking
41
29
Non Smoking
41
27
Smoking
41
Non Smoking
41
Smoking
Non Smoking
41
Smoking
Non Smoking
41
Smoking
Non Smoking
55
Smoking
80
Non Smoking
80
1
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Club Terrace Suite
Smoking
120
Non Smoking
120
Club Penthouse
Suite
Smoking
Non Smoking
120
Club President Suite
Smoking
240
Club Floor
Total Rooms
277
King Rooms
230
Twin Rooms
47
Smoking Floors
6th Floor
Non smoking
Rooms
211
4th & 5th TCL, EDKN/EDKS rooms & suites
Deluxe King :
The Westin Executive Club Rooms on the fourth
floor offer , with pleasing views of the green city
and meandering Mula Mutha River. Adjust the
lighting however you wish in this stylish space
featuring wall-to-wall carpeting, refreshing artwork,
and upholstery in the natural hues of beige and
soothing celadon. The Heavenly Bed by Westin
beckons with its pure white ensemble of soft, 250
-thread-count sheets, a fluffy polyfill duvet,
and five dreamy pillows.
Deluxe Twin:
The Westin Executive Club Rooms on the fourth
floor offer , with pleasing views of the green city
and meandering Mula Mutha River. Provides the
same amenities as the deluxe king room except the
bed is for single occupancy.
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Terrace Club Suite: Recharge in comfort and privacy

in one of our Terrace Club rooms. Located on the
Executive Club Floor these rooms are a welcome
retreat for frequent business travelers. The luxurious
space with a terrace overlooking the Mula Mutha River
features a moveable work desk along with an ergonom-ically designed chair and table lamp, a couch and coffee
table to unwind within the realms of privacy, a dual-line
telephone and a complimentary wireless, cable Internet Access
to stay connected.
Executive Workout Room: Refresh and relax with the
Lavish and cozy set up. This room has an additional
Arrangement of a trade mill for those who love to stay fit.
Many guests prefer the privacy while working out.
Westin hotels are famous for the most spacious rooms

compared to any other place. The washrooms are designed
in three different parts, the toilet, the shower case and the
Jacuzzi.
All the rooms have fresh flowers placed as Westin
strongly believes in breathe fresh and stay well.

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Food and Beverage

The five restaurants that bring in the best mix of cuisines around the area -
Seasonal Tastes:
Taste offers an all day buffet and a-la-carte
Dinning of Asian and International favourites
in a light and open atmosphere. It consists
of 153 covers and is located on the 2nd floor
above the lobby level.
It offers Saturday & Sunday Brunch.
Opening Timings: 24hrs
Prego:
Prego is our authentic Italian specialties,
a restaurant with a buzz. With a show
kitchen and interactive service. Open
for Lunch & Dinner. It consists of 148
covers and is located on the 2nd floor
Open for Brunch on Sundays.
Opening Times: 18:30 to 23:30
Kangan:
It is a chic a-la-carte Indian Restaurant.
Open show kitchen with tandoor for live
cooking. Open for Dinner only. It consists

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of 68 covers and is located on the 2nd floor

Opening Times: 1830 to 2330
Mix @ 36:
It is a trendy bar serving mocktails and
cocktails. It serves an extensive
wine list and finger food only. It consists
of 100 covers and is located on the
2nd floor above the lobby level.
The Mix @ 36 also has a bar deck which
is a set up outside in the open for the
guests to enjoy. On Sundays, Mix organises
Sunset Sundays where the beverage mixes,
Dance and music go hand in hand bringing
a jolly party mood.
Opening Times: 1700 to 0100 hrs.
Kuebar:
A truly Cuban inspired Upscale Night Spot
offering a selection of spirits and cigars.
Has a capacity to hold 600 pax as a floating
crowd. It is located on the ground floor.
Open on Wednesdays (Ladies Night),
Fridays and Saturdays.
Daily Treats:
It is an upscale Delicatessen serving
various savouries, sweets and coffees. Open
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from 0700 to 2200 hours. It consists of 67

covers and is located on the lobby level.
Recreation offers:
Heavenly Spa by WestinTM
It is located at the lobby level.Steam
room and sauna, as well as wet areas
and Jacuzzi .
Body treatments can be performed in
one of the 06 private indoor treatment
rooms. It consists of 04 single rooms,
01 couple room and 01 suite.
In-room spa service with customized
massages in the privacy of the guest
room. Opening Timings: 0800 to 2100
Westin Workout Fitness Centre

It is located at the lobby level right adjacent
to the Spa and sauna. Modern and Star trac
equipped gym approachable 24 hrs. They also
have Squash Courts and Aerobics Room with
Yoga classes on Saturday morning for guests.
They have well maintained health security
systems installed in case of any emergency.
Splash by WestinTM
The Splash is the swimming pool on the 2nd
level adjacent to the Seasonal Tastes restaurant,
with the help of which they organise pool side
lunch and dinner buffets. The eternity pool is 41/2
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feet deep, accessible to both kids and adults

overlooking the Mula mutha river.
Learning Objectives and Observation
FORTNIGHTLY REPORT - 1
Name- Pranav Agrawal

Student Code-HMPo6024
The Westin Pune Koregaon Park
Department-Food and Beverage
Section- Mix@36 Bar
From-7th July 2015
To 28th July 2015
Tasks completed by date

1) Setting up the bar keeping all the chairs, tables, bin bags, coffee
tables, jack stand, cutlery and bar items out
2) Bringing ice form the ice machine
3) Getting pineapple and watermelon, lemons and Italian lime, mint, for
garnish from commissary
4) Setting the bottle on the bar accordingly
5) cutting lime for wedges, pineapple and watermelon for garnish
6) Making sugar syrup
7) Check if ever thing is chilling properly. Stock alcohol form the store
where needed. Fill ice in the beer caddy for chilling the beer
8) Wipe and set all the glasses
9) On weekends set a bar and DJ Station outside
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10) Take and place alcohol orders on table

11) Clear empty glasses, ashtray, plates form the table and then wipe the
table
12) close the bar keep everything inside, lock the bar and give the keys
to the security
Notable Tasks: 1) Maintaining the whole back area

2) Maintaining the breakage report of utensils
3) Maintaining linen report and doing linen exchange with laundry
4) Stacking alcohol in the bar
5)Making black coffee , espresso and different types of tea for guest
Name & Signature of Manager / Supervisor

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Name- Pranav Agrawal

Student Code-HMP06024
Department- Food and Beverage
Section- In Room Dinning
From-29th July 2015
To 10th October 2015
Tasks completed
1) Reading of the kot provided by the service express and then setting
the tray as per the order with the help of the associate.
2) After getting your order checked by the Team leader go place the
order in the room
3) Getting lemon wedges, onion rings and green chillis form the kitchen
and packing them into clean rap to serve with the indian orders
4) Going on floor round collecting all the tray form the back of the floor
or in front of the guest rooms
5) Clearing all the leftovers and the not used items back to their place
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6) Setting the tray again with the proper cutlery for the next order
7) Bringing all the store that is needed for orders
8) Collect the proper order form all the kitchen prego kitchen, seasonal
taste Kitchen, Grade Manger, Bakery
9) Bring the complimentary items they are to be place in the geust rooms
form the bakery and store
10) Place the complimentary items in the guest room
11) The in room dining table that is placed in the executive rooms. we
went and clear all the plates and leftovers and place new mats and
cutlery
12) clean the coffee machine, clean all the hotboxes, clean all the fridge ,
Clean the trolleys
13) Place ice in the rooms as per request
Notable Tasks: 1) Maintaining the whole back area
2) Maintaining the cutlery count

6)Serving soft beverages to guest

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Name-Pranav Agrawal
Section-Prego
From-11th October 2015
To 30th October 2015
Tasks completed
1) Serving the bread accordingly to the no of pax on the table
2) Being the runner helping the server to get the order and other work
3) Clearing the Table after the guest leaves
4) Doing the Table setup again for the next guest
5) Getting the clearance in the back area and ensure everything is
whipped and placed again in the front
6) Bringing store and placing everything where needed
7) Setting the tables accordingly to reservation made
8) Cleaning the side station, table tops, bar tops, check for wobbling in
the tables
9) Arranging the wine cellars
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10) Help the chef getting all the crockery and cutlery needed
Notable Tasks:
1) Maintaining the whole back area


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Name-Pranav Agrawal
Section-Daily Treats Coffee Shop
From-1st November 2015
To 21st November 2015
Tasks completed
1) Opening the coffee shop. Starting the coffee machine
2) collecting and placing news paper
3) Getting napkins folding them keeping them in the side station
4) washing and whipping all the crockery and cutlery
5) Setting up the pantry
6) making the welcome drink that is served at the reception
7) Make the coffee order and give it to the server
8) Clear the table and take the clearance in the pantry
9) Keep the back area clean and arranged
10) Bring store and daily requisition store for neatly running the
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operation
11) Cleaning the coffee machine and the pantry before closing the
coffee shop every day
Notable Tasks:
1) Maintaining the whole back area



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Name-Pranav Agrawal
Department-Human Resources
From-21st November 2015
To 21st December 2015
Tasks completed
1) Making files for the new joining formality
2) Maintain a record of the joinings that are going to come
3) Get the joining formality done by the new associate and show them
the hotel
4) Making a record of things that need to be done by the joinings
5) Making ID cards and Name badges
6) Keeping a track of leaving records and the leave cards
7) Help out the associate with their daily problems
8) Act like an assistant for the director of HR and take reservation and
call for him
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9) keeping the track of new industrial trainee joining and leavings

10) Make all kinds of certificates experience certificates, leaving
certificates, bonafide certificates, industrial training certificates,
appreciation certificates
Notable Tasks:
1) Maintaining the leave cards
2) Helping in the events organized in the hotel
3) Making calls for hiring people
4) Going over CV send by the candidates and segregate them

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CONCLUSION
Interning at The Westin Pune Koregaon Park, I have taken my first step to receive the
exposure to the vast world of hospitality. After completing my 20 weeks in F&B service and
4 week in human resources I have realised how important ones presence of mind is in order
to observe, learn and deal with daily procedures and events. It is a place where one is open to
immense amount of knowledge and getting an opportunity to grab them should not be left
unattended.
I have learnt a lot of technicals that one requires to run the department in an organised
manner but also realised that the most important aspect is guest satisfaction which requires
interpersonal communication skills, understanding of a situation and a thought to help
analyse things from different perspectives. I am very glad to get an opportunity to observe
few talented and skilled individuals talk to guests, solve problems, think on their feet and
come up with alternatives to satisfy the needs of the guest. To understand how every matter
on the list during a shift holds importance for the processing of the entire day. Working
amidst the associates at The Westin I have gained an ample amount of knowledge outside the
theory lessons, more interest in the department and also more curiosity to get into the depth
of every function of F&B service operations.
I would like to thank my training manager Mr. Sanjay Aratla to give me an opportunity to let
me work in my desired department, experience and learn the basics of operation that will help
me further to build my carrer in this hospitality industry and grow with the help of my
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acquired knowledge and skills.

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4 YEAR HOSPITALITY MANAGEMENT PROGRAMME

Name: Pranav Agrawal

BAC 3181 Business Internship Manual

Learning and Observations

BAC 3181 Business Internship Manual

INTRODUCTION TO THE WESTIN HOTELS & RESORTS

BAC 3181 Business Internship Manual

Landmarks in Westin History

Computerized reservations, family plans, guaranteed reservations

24 hour room service

50th anniversary. Western hotels evolve to Westin.

Guest voicemail, service express, Westin kids club introduced.

Purchased by Starwood capitals from Aaoki Corporation, Japan

Westin introduces Heavenly bed, Heavenly dog bed.

Westin Workout fitness centers and Westin Workout Rooms

Launch of Breath Westin and Westin Sensory Program

Launch of the Heavenly Spa and In room Spa service

Launch Superfood and clutter free meetings.

BAC 3181 Business Internship Manual

Introducing Starwood Hotels And Resorts

The Luxury Collection

The Starwood Hotels & Resorts are divided into 4 divisions:

NAD (North American Division)

BAC 3181 Business Internship Manual

Frits Van Paasschen, President and CEO

Vasant Prabhu, Vice Chairman & CFO

Stephen Ho, President Asia Pacific

Dilip Puri, Regional Vice president

BAC 3181 Business Internship Manual

Welcome to the Westin Pune Koregaon Park

BAC 3181 Business Internship Manual

BAC 3181 Business Internship Manual

06.07.2015 to 29.07.15: F&B Service Mix@36 Bar

BAC 3181 Business Internship Manual

Whos who at The Westin Pune Koregaon Park

Area General Manager

Director Food & Beverage

Manager Information &

Assistant Director Sales &

Brig. Ajai Prakash

BAC 3181 Business Internship Manual

Front Office Manager

Guest Relations Manager

Owning Company of The Westin Pune Koregaon Park

Director and Mr. Amit Bhosale as Joint Managing Director.

The Property Structure at The Westin Pune Koregaon Park

Terrace Club Suite

BAC 3181 Business Internship Manual

Club Terrace Suite

Club President Suite

4th & 5th TCL, EDKN/EDKS rooms & suites

Terrace Club Suite: Recharge in comfort and privacy

Westin hotels are famous for the most spacious rooms

BAC 3181 Business Internship Manual

Food and Beverage

BAC 3181 Business Internship Manual

of 68 covers and is located on the 2nd floor

from 0700 to 2200 hours. It consists of 67

Westin Workout Fitness Centre

feet deep, accessible to both kids and adults

Learning Objectives and Observation

Name- Pranav Agrawal

To 28th July 2015

Tasks completed by date