IST (International School of Tourism and Hotel Management)

INTERNSHIP REPORT
Duration: May 26th, 2019 — August 26th, 2019
As assigned at:
Grand Norling Resort

Submitted by Student:
Rohan Gurung

Submitted to:
Examination Department

Kathmandu,, Nepal
August, 2019
Table of Contents Page

1. Key Word 2
2. Acknowledgement
3
3. Description of the establishment 4
4. The Restaurant
5
5. The Room Service 6-9
6. The Bar 10
7. Front Office Concept Statement
11
8. Front Desk
12
9. Bell Boy 13
10. Front Office Organization
13
11. Job Description
14
12. Observations 15
13. Situations I had to face
16
14. What I learnt during internship
17
15. Internship Evaluation 17
16. Conclusion 18

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1. Key Words

Hotel Industry

Hotel industry is related to all necessary activities to offer services, prepare and
provide accommodation, food and beverage to the guests and travellers. This industry
contains receipting and entertaining guests, the ways that employees behave with
customers, and general attention to travellers’ satisfaction and comfort. Its success
depends on successfulness in meeting the needs of its target customers, making an
unforgettable and memorable atmosphere, and proffering various services, facilities,
and amenities.

Internship

Internship or on the job training is the best way of training specifically in Hospitality
industry as it is dealing with real work. In the same way it would be included lots of
details of doing that job that’s not possible to explain in theoretical classes. It is not
easily 14 possible to create workplace situation for some new recruited or pervious
employees in university courses but on the job training will let each employee learn
needed skills and abilities from trainer while that job is going to be performed.
Internship is performed through different approaches. Guidebooks, manuals,
participative learning, hands-on jobs and on the job training, media based programs,
experiential teaching and learning, behavioral reinforcement, seminars and workshops,
and shadowing employees are the most effective ways in having a successful
internship. Moreover, the organization in which internship is held and the university
which leads the program have significant roles in a beneficial program for all
stakeholders. Thus a very detailed planned program would be needed for its
successfulness.

Internship is one of the on-the-job learning processes where real-world circumstances

Challenge the theoretical knowledge, and may add new abilities by practical
experiences. The first hotel school in Iran has is established not more than 40 years

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ago and each year, there has been a number of educated and trained work force who
has graduated from different hotel schools, universities and institutes. All of the
university graduates must participate in an internship program to complete the
undergraduate course, but there is no previous study on internship programs in hotel
and hospitality industry in Iran. Faculties, institutes, and hotel schools offer programs
based on their own opinions, the industry has its own wants and needs, so the students
may perceive different experiences with what they expect

2. Acknowledgement

The time I spent in Grand Norling Resort as an intern from May to August 2019 was
a memorable one for me as it was rich in experience sharing and helped me discover
my potential. I have had so many rich experiences and opportunities that I personally
believe will forever shape and influence my professional life while fostering personal
growth and development.

In my desire to write this report, I have in no way any claim to come out with a
perfect piece of work. These few details lead me to realize that, like all human
endeavor, this report is not perfect and may contain errors and shortcomings. Thus, I
remain open to all criticisms and suggestions which could present me with new
sources of inspiration as I develop in my ability to research and learn.
This report is a product of hard study; query involves many people’s considerate
attention to it. Without their assistance, suggestion, direction, and co-operation
preparation of this report would not have been possible. So, my sincere gratitude:

 To Almighty God who granted me health and long life, without which I could
not have finished this internship report;

 To the operation manager of Grand Norling Resort, Rishi Kumar Singh for
endorsing my application for internship;

 To the rest of the Grand Norling Resort staff for their support and guidance
which helped me to overcome the challenges I faced during the past three
months in Grand Norling Resort;

 To all of you, I extend my deepest gratitude.

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3. Description of the establishment

The Grand Norling Hotel’s Resort is the only three stars a long drive from
Kathmandu, the beautiful. It’s located on the Dakshin Dhoka, Mulpani, Sankhu
Road, with the Tribhuvan International Airport 6.5 km and Boudhha 3.5 km away.
Despite being so close to the city,but there are far from city noises when you enter.
Seventeen years into its establishment, the resort has always aimed to provide
excellent hospitality at an affordable cost. Among its many features are air-
conditioned rooms, a business center, and banquet facilities. If you suddenly want to
hire a car to go somewhere, you can do that too. There is an on-site convenience
store along with a restaurant that fulfills your cravings. A barbeque night with your
loved ones is recommended.

The modern yet traditional décor of the hall, rooms and banquet gives it an opulent
look. Rishi Kumar Singh, the operations manager at the resort says, “On the whole,
the theme is Tibetan. But we have also given some rooms typical Nepali looks.”
Pointing at the many beautiful and intricate art pieces on the walls, he says art is
given due space at Norling.

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Grand Norling Hotel’s Resort is the dreamland for seeing the panoramic view of the
Gauri Shankar mountain range from garden and rooftop. Some rooms here even offer
a fantastic view of the Gokarna golf course. While you are enjoying dinner outside in
the garden, you will most likely catch sight of reindeers, stags and some amazing
birds. This resort is also surrounded by World Heritage Sites if you are interested in
visiting the ones nearby. Bajrayogini temple, Boudhanath Stupa and Pashupati
Temple are easily accessible.

4. The Restaurant

Leather and dark wood have been used to decorate the restaurant in a very modern
style. The wooden chairs painted in beige and covered with nice white chair clothes,
the tables are also made of wood. The restaurant can sit about 20 eaters, but for big
occasions like in the August, which is the national day of Nepal, the capacity can be
expanded up to 200 as there are big field, that open dining offers a cozy and relaxed
atmosphere at serene and beautiful garden which is an ideal place for entertaining
guests in comfort and privacy. Well-trained and experienced service providers are
entirely at the service for satisfaction.

Traditional dinner, Special garden dinner, candlelight dinner and buffet dinner are
served on request. The morning breakfast is normally served continental style, buffet

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breakfast served according to the number of house guests and traditional style
breakfast will be served on request. . In summer there is an open terrace with huge
umbrellas on one side of the building and a second one with a removable cover. In
the evening, so as to create a nice and romantic atmosphere, candles that give off a
very subdued light are placed on each table.

Food Items Production:

This department deals in the preparations of food items. This is mostly involved in
the arrangement of those dishes, which the guests have ordered and then F and B
department caters it.

The opening hours are from 7:00 to 21:00. Breakfast is served in the Bistropole, and
lunch and dinner in the Grand Quai. From 14:00 to 18:00 a lighter version of the
menu is served. It offers hamburgers, fresh pasta, fish and salads. The kitchen is open
from 12:00 to 14:00 and from 18:00 till 22:00.

5. The Room Service

Room service is the part of my internship I barely had time to breath. The pantry is
on the 1rd floor, in the middle of the hotel so it has difficult access to all the rooms.
Guests who have smaller rooms are served on trays that are brought to the rooms and
put on the tables. In the Advantage rooms tables are placed where the customers

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 indicate the staff to put them, next to the bed or coffee table. Breakfast is the busiest
moment of the day for the room service department. All set up place needed for the
next day has to be done by the person in charge working during the night shift. The
Room service menu is very varied. It includes salads, clubs sandwiches, pasta,
different sorts of meats and fishes. Premium products such as [the special food, two
at lease] also figure on the menu. If asked, customers can order dishes from the
restaurant. Anything can be requested at any time between 7:00 to 00:00. Breakfast
orders can be taken the day before. There are three types of breakfast, Continental,
Vegetarian and Healthy. Danish pastries, bread buns and toasts are served with
coffee or tea, jams and butter, and yoghurt. The healthy breakfast contains a bowl of
All Bran, Bircher muesli, black and brown bread, margarine and 0% fat margarine
and yoghurt. A boiled egg is also added.

There are three types of the room such as, Standard Room, Carton Room, Deluxe
Room and Luxury Suit Room.

Standard Room: The standard twin room is ranging from 200 to 300 sq.ft. All
standard twin room includes Himalayan themed painting, Tibetan rug, wooden floor,
Nepali handmade terracotta tile & stone.

Deluxe Room: The area of deluxe twin room is 300 to 400 sq.ft. The room
illustrates Himalayan themed Painting, Tibetan Rug, wooden floor, Nepali handmade
terracotta tile & stone with suspicious bathroom views balcony facing the lush forest.

Luxury Suite Room: Luxury Queen Room reflects the Himalayan themed
Painting, Tibetan Rug, wooden floor, Nepali handmade terracotta tile & stone. 400 to
500 sq.ft. Rooms’ area with luxury 400 sq.ft. Bathroom as well as views balcony
facing the lush forest will give you feel of own home.

Amenities

 Shower Toilet Clothes Rack

 Personal Safe Air Conditioning LCD Projector

 Flat Screen TV Breakfast Seating Area

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 Amenities in room:

 Complementary Tea / Coffee Setup.

 Complementary Mineral Water Bottles (2 Bottles)
 Electric Water Heater (1. No. for Tea / Coffee)
 Letter Heads
 Fax papers
 Picture Postcard

Bathroom amenities:

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 Hair Dryer
 Bathrobe
 Cotton wool
 Body soap
 Body lotion
 Emery board
 Comb
 Shower cap
 Band aid
 Ear bud
 Tissue box
 Hand towel
 Bath towel
 Hair conditioner
 Hair shampoo
 Tissue roll
 Face towel

House-Keeping

The housekeeping department is considered to be the backbone of any establishment.

It basically deals with the cleanliness and upkeep of the entire hotel. Grand Norling
Hotel’s Resort has a total of 19 rooms divided on 2 floors on 1st floor there are 6
rooms and 2nd floor has 4 room and remaining rooms are at other building.
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Housekeeping is responsible for the cleaning of guestrooms and public areas. This
department contains the largest no of staff, which consists of an assistant
housekeeper, linen area attendants, room inspectors, room attendants, a house person
crew, and employee uniforms in charge. The laundry and valet gear may be only
used for hotel linens and uniforms; they usually send guest clothing to a specialized
and private service where it can be handled professionally.

The work activities of the housekeeping department are basically categorized as

follows:

 Cleans the rooms

 Change guestroom and bathroom linen.
 Make guest room beds.
 Replenish guest supplies.
 Answer guest requests promptly on the floor.
 Responsible for collecting guest laundry.
 Handover lost and found articles if any found in the room
 Replenish maids cart with supplies for the next shift
 Arrange and stock the pantry with linen and supplies.

*Pool: Immerse yourself in the glistening blue waters of our outdoor pool or simply
bask under the Nepali sun at our sundecks. Allow our attentive poolside food and
beverage service to help you unwind and relax.

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6. The Bar

The lobby lounge and bar create a trendy impression and offers the guests a nice
place for either meeting friends or colleagues or for relaxing while tasting the
different creations of the five award-winner barmen. In a jazzy atmosphere, the bar
also offers a wide variety of light snacks and selected beverages all day long. Bar
offers an amazing array of local and foreign drinks in amazing atmosphere and
comfortable setup. DHUSTI BAR for that drinking and smiling moment.

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7. Front Office Concept Statement

Location

 Front Office areas include reception and cashier. These areas are located on
Lobby level.

Manning

 It is the philosophy of the Division to recruit young energetic employees who

are committed to long-term career opportunities with Grand Norling Hotel’s
Resort.

Operating Philosophy

 Employees will promote a work environment that encourages personalized and

friendly service.
 Employees are not restricted behind counters, but are stationed by the lift
landings and lobby areas on lobby level to greet, welcome and assist all guests.
 Knowledgeable employees will provide recommendations and direct guests
personally to their desired locations.
 Employees will adopt a never say “No” approach to any guest request. If a
guest cannot be completed a suitable alternative will be arranged.
 Employees are encouraged to take ownership in serving guests so as to exceed
expectations.
 At registration, guests will be welcomed to Grand Norling hotel’s resort.
Return guests will be welcomed back using the guest name where ever
possible.
 A clean database of hotel guests will be achieved by a 3-phase registration
process.

First Visit a business card, passport and credit card will be obtained and the
information will be accurately entered into the computer.
Second Visit the guest will be asked any other additional information to ensure that
their profile is complete.

Hours of Operation

 The Front Office will operate on a 24-hour schedule. The Team Leaders and
Guest Service Officers will be at the desk with an Assistant Manager-Front
office.

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 Uniforms

 Uniforms are selected to compliment the interior design. There will not be a
winter or summer differentiation.

8. Front desk

The front Desk office undertakes the reservations, record keeping of guest’s
accounts, and inspection of guests. Distribution of guestroom keys and post, memos
or other info for guests are also tackled by the front desk managers.

The reception section of the front office is responsible for receiving guest with
warmth and a smile. Room sales and assignment is the main duties of the reception.
Besides these other duties include coordinating between departments. Room sales
and assignment is the duties of the reception. Besides these other duties include co-
coordinating between departments. A reception is a part salesman, Physiologist and
bookkeeper. This section is also responsible for registration of the guest at the time
of his arrival. Most of the states and government. Insist that a guest should register
himself in writing. This is the rules to product both the hotel owner and the guest. It
is also a source of information on the movement of foreigners in the country.

The department has the following shifts:

 7am to 4pm- morning

 9am to 6pm- general
 2pm to 11pm-afternoon
 7pm to 4pm-panzer
 10.30 pm to 7.30 am night

9. Bell Boy:

 Takes out the baggage from the car.

 Escort the guest towards reception.
 Delivers the baggage to guest room
 After check out he ensures that no baggage or any belonging is left in the room
 Checks mails messages for the guest.
 Handles guest luggage when they are filling the form.
 Daily distributes newspaper to guest rooms.
 Keeps eye on suspicious guest if any.
 Reports to the bell captain, of guest with scanty baggage.

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 Procedure of baggage handling at the bell desk:

 The guest arrives.

 The porch coordinator informs the bell desk.
 The valet removes the bags from the car.
 The bell boy then carries the bags either by hand or using the trolley.
 He carries the bags through the luggage room and then brings it to the lobby.
 He then puts the welcome tag on the baggage along with the room number.
 He then carries the baggage to the room
 At the time of departure, the guest rings up the bell desk and asks for his
baggage to be brought down.
 The bell boy then brings down the baggage and puts bon voyage tags on them.
 In meanwhile the bell captain fill up the departure card and hands it over to the
front desk. The reason being so that the baggage will only be given after this
card is presented to the desk only after it is signed by the cashier stating that
the customer has settled his bill.
 After the departure card is presented to the bell desk. The bell captain gives
orders to the bell boy to carry the baggage and put them in the car.

10. Front Office Organization

BOD

Front Office Guest service

General
Manager Team Leader and
Manager
Operations

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 11. Job Description

Job Title: Room service attendant, waiter in

the restaurant, front desk, bellboy,
House-keeping
Report to: Service Manager
Objectives: To serve the clients.

Responsibilities:

Restaurant:

 Preparing the buffet for breakfast

 Tea/coffee service during breakfast time
 Making preparation for lunch (folding napkins, preparing plates, candles,
making the plan of the reserved tables)
 Taking away and cleaning the buffet after breakfast
 Changing linens
 Serve drinks at the lunchtime.
 Serve butter and bread on the tables.
 Change cutlery.
 Bring plates from the kitchen to the waiters.
 Set up place.
 To refill salt, pepper, oil, souses, and else.
 Set-up a tables.
 Fold napkins.
 Deep cleaning of dining area.
 Deep cleaning of kitchen.

Room service:

 To registry order in Micros.

 Take and serve the orders to the guests’ rooms.
 Answer the phone.
 Write the report at the end of the shift.
 Collect cash.

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Personal skills and previous qualification:

 English language skills.

 Knowledge of the F&B department.
 Ability to work with complains and under pressure.
 Ability to work as a part of team and be a team player.
 Previous knowledge and working experience in hospitality industry.

12. Observation

New things: I’ve learned a lot. I liked that they gave me the responsibility of
running the room service alone for half a day. All complains and problems I had to
solve by myself. That’s given me a feeling of fix employee not as a trainee. I’m
become more concentrate at the work. I’ve learned how to find quickly solutions for
problems and to manage my time more efficiently. Also I did some papers work as a
report, at the end of the day, and log. And now I know how to corporate and deal
with other departments. And on course I improved my work experience a lot because
almost all workers were challenged.

Suggestion: In my opinion they need more staffs that nor trainees instead. That will
make team more diverse and fulfilled capacity as peak season will coming soon.

Conflicts: I had only one conflict in the restaurant. When they hire the new
assistant manager from outside. He was 24 years old. He treat non-respectfully all
waiters and stagier. But after collective complain from waiters to the Human
Resource office he was fired.

Stress: I had a lot of stress when at the first time they live alone at the room service.
Because I was afraid to do something wrong. I knew they expect from me a lot,
that’s why I was stressed.

Company objectives: To get fully guest satisfaction and makes they feel
important and makes home atmosphere around. They do it thought the staff
satisfaction, because they understand the staff mostly gives a feeling of the
establishment to the clients. On the orientation program they give a feeling of second
home to each new employee and also explain how to get the guest satisfaction.
Importance of smile and why we should call each guest by name. And explain how
to overcome personal problems and not mixing them with work and managing stress
and controlling my emotions.

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 Communication: Communication makes effects on atmosphere of establishment.
Good communication between departments leads to best performance of company.
The way staffs members communicate with each other represent level of
qualification of the staff in general. Communication must be on the professional
level, respective and welcome tone of talking with co-workers. From my point of
view, communication is the most useful skill in hospitality. During my internship
period I did not have many problems with communication. First of all respect of each
other were met in collective.

Training: The main task of training and orientation programs is to help new
employees start working in establishment and giving him/her knowledge enough for
working. I had a really good training program. On my first day in room service,
permanent staff, she explains personally all my responsibilities. That’s makes a really
good first impressions of the establishment. On my first week I had the orientation
day, were human recourses manager assistant give a clear explanations of the hotel
and all chain as well. Introduce every departments and managers personally. On this
day I had a chance to meet with all managers of the hotel. At this day we had a lunch
at the hotel’s restaurant with the general manager and F&B manager. After my
introduction day I start feel hotel as my second home, because most of the staff
greeting me by name. On my second week I had the “security day”. The
“Responsible Technique” personally explains all security system in the hotel. As a
security guard, video cameras, century keys.
Moral: Staff morale is a significant factor in overall hotel performance. A hotel
staff with high morale is more likely to seek out new challenges, more likely to
provide a positive working environment. In my opinion most of the employees feels
proud and happy to work in Grand Norling Hotel’s Resort. Because all of the staff
members get a lot of benefits. The positive image of the team was a great opportunity
to work on the highest level. Every day I had a smile on my face going to work and I
was happy to work every day.

Operation control: The control in the establishment was incredible. Cameras

located every 7 meters. A lot of staff doors was locked and protect 24 hours per day.

13. Situation I had to force

Week 1: Introduction week, my first working day in the hotel. In the beginning
everything seems to be complicated and I have many questions. On the introduction
day I met with the General Manager and the staff in the hotel.

Week 3: The arrogant customer of used to come every month. It was difficult
because he and his staff require a lot of attention and work. I had to do the set-up
place 2 days before his arrival because he would ask for a lot of things to be ready in
his room.

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 Week 5: There were many events in the same time that all the staffs and trainees had
to preparation beforehand. The knees of all staffs were almost fall down.

Week 7: I have assigned to Housekeeping Department with 2 other trainees.

However work in the restaurant much more stressful than in room service.

14. What I learnt during internship:

I learnt during practical experience of internship:
 Opportunity to develop my skills in various areas of the hotel business
 Not hesitating to share and teach me everything they know
 I learned how to assist guests
 I knew right away I was going to have an amazing time during my three months
internship.
 Employees are expected to always have a smile on their faces and always be
willing to help with anything the guests may request
15. Internship Evaluation
 A lot of hospitality knowledge was received
 International way of working
 Learned to handle conflicts in a professional way.
 Deeper knowledge of F&B Department
 Made connections within all the departments in the hotel
 It helped me to put my knowledge from HIM into real life situations
 Learning to work under pressure in a high season
 Gathered a lot of useful information for my future studies
 Understood that the reality may differ from what is written in the book.
 Had an opportunity to develop communication skills, team work improved

16. Conclusion

To be in Grand Norling Hotel’s Resort is a new and valuable experience for me since
I never encounter it before, even in classes. I do learn about Food and Beverage
subject but it does not include lessons about Banqueting. The department functions
and system is less similar or match based on the books and lessons in the school, but
based on my experience it varies depending on the particular organization or
situations.

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There are a few discrepancies that I identified, comparing the hotel and the school.
Firstly, students are not exposed with the Hotel scope of responsibilities and tasks.
They may have done small events before such as Faculty Dinner, but they did not
receive any formal lessons. Not to underestimated the knowledge, it is very
important for a student to master it in order to climb the corporate ladder.
Next is all the systems, equipment’s, storage, amenities are not used or practiced in
the Hotel. Maybe because of the gap between the hotel standard compared to the
school hotel, but in terms of storing, organizing and services are not an excuse not to
practices any.

As a conclusion for this section, I would like to state that I personally feel that the
department is not facing any major problems with its operation and based on my
observation, the flow of work usually goes very smoothly but there is always space
for mistake. Each associate seems to be aware of their tasks and responsibilities
performing their job well.

What I can conclude about the task and responsibilities is where a successful server
should be attentive to guests without being intrusive. He should be knowledgeable
about the food he is serving, taking time before a meal service to review the menu so
he can answer any questions the guests may have. A successful person should be able
to serve a multi-course meal efficiently and fluidly. He should be able to make the
guest feel at ease and create a comfortable environment. In addition to customer
service, he must also be a team player. A good person recognizes when fellow
colleagues may need help and offers assistance gladly.

Lastly, I do identify certain problem in the department itself and I believed that if it is
not cured now, it will lead to destruction. First, the department did not practice
briefing in every shift and it is the major problem that leads to other problems,
relevantly the associates does not have proper medium to do training, sharing
information, passing message and communicating among associates and
management. Next is the associate’s attitude problem where maybe because of the
workload that they carried and dissatisfaction with salary offered. Lastly, lack of
staff also contributes to rigid timetable and massive workloads.

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