CHAPTER-I

INTRODUCTION

1.1 Background of Internship

In today’s world, only academic qualification does not make a student perfect to compete
with the outside world. The internship is highly needed to gain idea, knowledge, and
experience. Internship program is a program for the students to practice teaching learning process.
This Internship program will help us properly to understand about theoretical & practical
terms in our real life.
Lincoln University College (LUC) has designed the curriculum of the Bachelor of Science
(Hons.) in Hospitality Management (BHM) course in mind the standard of the international
graduates. National College of Management and Technical Science is the conscientious
learning centre where students at different levels prepare to meet the challenges and
opportunities of the 21st century. An intern has to prepare project report at the end of the
internship period but the main objective of the internship is to get the hands-on experience of
the real world organization. It also helps to develop the skills required to handle the day to
day operation in an organization. This will allow the students to be prepared for the upcoming
corporate challenges by experiencing real time working environment. Upon subsequent
research to find the best suitable organization to match both my major and area of interest,
Internee selected the Housekeeping Department in Double Tree by Hilton Hotel Dubai
(UAE). This internship program was approved by National College of Management and
Technical (NCMT), affiliated to Lincoln University College (LUC) Malaysia.

1.2 Objectives of the Internship

The Faculty of Management, Lincoln University has its ultimate objectives of preparing
students for professional pursuits of business, industry and government. The core objective of
the internship is to fulfil the requirement of the Bachelor of Science (Hons.) in Hospitality
Management (BHM) program as prescribed by the Lincoln University College (LUC)
Malaysia. Apart from this, the internship was completed with the objective of getting
practical knowledge in the Housekeeping Department in Double Tree by Hilton Hotel Dubai.

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The specific objective of preparing this report is to clarify the knowledge gathered during the
internship program. Some other specific objective can be expressed as follows:
 To compare the theoretical knowledge of Housekeeping with the practical experiences
carried out at the 5 star Hotel.
 Clarify personal interests, skills, and competencies, and their implementation toward
development of career goals.
 To gain ideas from the experienced people working for different department.
 To understand the challenges faced by the different department.
 To understand the different types of training provided to the employees.
 Development of personal standards of professional and ethical behaviour required in the
workplace.
 Perfecting Interpersonal Skills.

1.3 Methodology of Report

Methodology is the systematic, theoretical analysis of the methods applied to a field of study.
It comprises the theoretical analysis of the body of methods and principles associated with a
branch of knowledge. Typically, it encompasses concepts such as paradigm, theoretical
model, phases and quantitative or qualitative techniques.
1.3.1 Organization Selection:
Selecting organization for twelve months program for internship was not a ways task to
operate. Internee went through collecting information about different hotels; later Internee
joined the Double Tree by Hilton Hotel Dubai, so Internee was curious to know the working
environment and the atmosphere of this luxury property. So Internee chooses to work as an
intern in the housekeeping Department. Selecting Double Tree by Hilton was a right choice
as Internee found the employees there were really very cooperative and friendly which made
me learn much more about the hotel and hospitality field.

1.3.2 Placement:
About the placement Internee got opportunity to work in housekeeping department. Since
Internee was much more interested to know and work on housekeeping Department so
Internee choose to make internship report on the same department.

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1.3.3 Duration:
As per the requirement of the internship Lincoln University College (LUC) Malaysia has
designed this program for forty eight weeks i.e. twelve months period. As the requirement
Internee too completed my internship program for forty eight weeks on Housekeeping
Department in Double Tree by Hilton Hotel starting from 19 April 2021 to 18 April 2022.
Firstly Internee was made familiar with the department team member and then the program
started from Housekeeping Department. Internee got to know the working Environment in
real field of hospitality and operational procedures carried out in different departments.

1.3.4 Activities done:

It is a totally new experience to gain working and learning in the housekeeping department.
Working on these departments Internee got to know how operationally housekeeping
activities are operated and the varieties of works that are involved to make one complete
work done. Working on these departments Internee got to know different methods of cleaning
and sanitizing rooms learn new cleaning methods and how to use various pieces of
equipment, ability to adapt to different situations and change work processes to accommodate
customer needs, and other various rules and regulation.

1.4 Limitation of the Internship

The limitation of the report is those characteristics of design or methodology that impacted
the interpretation of the findings. The major limitation of the study is:
 Treated as Assistance
 Shortage of time
 Unavailability of the enough data from the secondary source
 You could get labelled.
 The hours can vary.

The practical exposure conducted by posting on different departments is highly fruitful but
while dividing the days to work on each department to the various shift, the time for learning
tend to be very short. Collecting the data goes very tough.

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 CHAPTER -II
BRIEF INTRODUCTION OF THE INDUSTRY

2.1 Introduction to Hotel Industry

The hotel industry is one of the most important components of the wider service industry,
catering for customers who require overnight accommodation. It is closely associated with
the travel industry and the hospitality industry, although there are notable differences in
scope. In this article, you will learn more about the hotel industry, its links to those other
service industry sectors, and the range of hotel and guest accommodation types that exist.
Hotel operations vary in size, function, complexity, and cost. Most hotels and major
hospitality companies have set industry standards to classify hotel types. An upscale full-
service hotel facility offers luxury amenities, full-service accommodations, an on-site
restaurant, and the highest level of personalized service, such as a concierge, room service,
and clothes pressing staff. Full-service hotels often contain upscale full-service facilities with
many full-service accommodations, an on-site full-service restaurant, and a variety of on-site
amenities. Boutique hotels are smaller independent, non-branded hotels that often contain
upscale facilities. Small to medium-sized hotel establishments offer a limited amount of on-
site amenities. Economy hotels are small to medium-sized hotel establishments that offer
basic accommodations with little to no services. Extended stay hotels are small to medium-
sized hotels that offer longer-term full-service accommodations compared to a traditional
hotel.

2.2 Development of Hotel Industry in the World

Although the original concept of hospitality remained largely unchanged since its origins -
i.e. meeting travellers’ basic needs such as providing food and accommodation - the idea of
building hotels for the sole purpose of hosting guests emerged alongside technological
advances and the emergence of better means of transportation towards the end of the 18th
century. Away from home, surrounded by strangers and yet you feel welcome. Derived from
the Latin word “hospes”, meaning both visitor and stranger, hospitality has its roots in ancient
history. Since then, the sector has shown an unbroken run of growth and the very concept of
hospitality can be applied to nearly any company that deals with customer satisfaction and is
focused on catering to meeting leisure needs of travellers rather than basic ones.

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In the early 1800s, “Inns” were the only lodging facility available for the tourists. A lot of
Inns were established prior 19th century. But, lodging was not just about bedding and resting
facility anymore. They started providing food and drinks to the travellers. And soon the
element of luxury started to blend in. This gave birth to hotels. Hotels emerged as more
sophisticated facilities which provided better rooms and dining areas. The year of 1829 is
considered as a landmark in the timeline of the American hospitality industry. It was the year
when an American architect Isaiah Rogers designed and constructed the first luxury hotel
“Tremont Hotel” in Boston, Massachusetts. It was the first hotel with private attached
bathroom and lock on the doors. It used a steam-powered pump to lift up water to the storage
tank on the roof. “Tremont Hotel” had set a benchmark for the luxurious hotels in those days.
The hotels and Inns then on started giving more importance to services to stand out different
than other hotels. They kept improving their services and facilities. At the later stage, hotels
started to have bars. And soon the bars became an important selling point for the hotels. The
architecture and aesthetics of the hotels were improving alongside. There were more multi-
storey hotels and they had the beautiful exterior to stand out different from other hotels. Soon
it was a trend for well-decorated ceilings and beautiful crystal chandeliers.

2.3 Development of Hotel in Nepal

History of Hotel Industry in Nepal has turned into positive aspect after the peace process
taken action in 2008. House operated technically and in an estimated location. The word
Hotel originated from the word hostel and again the word hostel from the word host. The
word hotel was used in England in about 1760. Hotels may be generally defined as place,
which provides overnight furnished and serviced accommodation in return of payment.
According to British law hotel is a place where bonafied travellers can receive Food and
Beverage, shelter if he is in a fit condition to receive hence hotel must provide Food and
Beverage, shelter to the travellers on payment and has might to refuse if the traveller is drunk
disorderly and is not in a condition to pay for the service. The Nepal hotel industries are
perhaps one of the oldest commercial endeavours in the world. The earlier Inn where
ventured by husband and wife team, who provided large hall for travellers to make their own
bed and sleep on the floor. They also provide some food and also some beverage like wine,
ale and stabling facilities. They enter cooking service and recreation was provided by the
husband and wife team and by their family. This condition prevailed for several hundred
years. After the industrial revolution and the development of railways, steamship made

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travelling more provident. The industrial revolution changed travel from social travel to
business travel. There was a need to clean and quick service.
Nepal opened its door for the outsider in 1941, for expedition purpose. After the advent of
democracy, hotel industry developed rapidly. In 1950 first hotel Himalayan inn was
introduced followed by Paras inn 1951 at New Road & Hotel Nepal in 1952 at Jawalakhel. In
1953 first international standard hotel, ‘Royal Hotel’ in Nepal was established by Russian
Chef “Borris Lissanevitch”. Many hotels were established in the succeeding year.
 In 1955 Mr. Tom Mendice found “Show View Hotel” at Lazimpat.
 Mr. Ram Shankar opened “ Shankar Hotel “at Lazimpat at old Rana Palace in 1964, the
first four star hotel of Nepal
 In 1965, Hotel Del’ Annapurna as five star hotel came into existence.
 In 1966, Soaltee Oberoi came up as Deluxe Hotel (5 star).
 In 1968, Blue star hotel & in 1972 Hotel Crystal came into existence.
 In 1973, Hotel Yak & Yeti as next 5 star leading hotel came into existence.

2.4 Present Situation of the Hotel Industry

Nepal is rich in its natural beauty, cultural heritage, history and religion. The fact that Trip
Advisor keep on listing Nepal as one of the most important country to visit in its list proves
that. This is the very reason why Hospitality Industry is one of the most booming industries
in Nepal. Visitors from all over the globe gather in Nepal in tremendous amount for different
purpose. This has made Hospitality Industry one of the main sources of income for most of
the people not only in the urban but also in the rural areas of Nepal.

The persistent drumbeat of positive tests and reported deaths in other countries due to novel
coronavirus (COVID-19) has created widespread concerns in Nepal also. Nepal is starting to
suffer the most abrupt and widespread cessation of economic activity due to outbreak of this
virus. As per the analysis by the Asian Development Bank, the outbreak of this deadly
disease will hit almost every sector of the Nepali economy, shaving up to 0.13 per cent off
the gross domestic product and rendering up to 15,880 people jobless. The impact has already
started to surface in number of sectors like tourism, trade and production linkages, supply and
health. Especially the entire service industries: tourism, aviation and hospitality sector have
been hit hardly by the outbreak. With the launch of visit Nepal 2020 campaign in January, the
country was in hope to attract two million visitors, but due the corona pandemic the campaign

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got cancelled which has shattered the hospitality and tourism related business sector. With
this the tourist arrival rate has declined to below 10 percent, from 70 percent before the
Covid-19 outbreak. Tourism sector, being one of the largest industry has been contributing 8
percent to Nepal’s economy. Likewise, cancellation of all spring mountaineering expeditions,
including Everest ascents, has resulted job loss of around 13,000 tour, trekking and mountain
guides. The outbreak has affected people’s lives as well as private and public sectors. Banks
are suffering in loss of their investments in hospitality and aviation due to the coronavirus
tourist slump.

The situation is alarming. Although we are yet to experience full impact and aftermath of the
coronavirus, this worldwide threat has already created economic uncertainty among all of us.
People are worried as still we don’t know much about this deadly virus and how deep and
widespread the economic fallout will be.

2.5 Challenge of the Hotel Industry

The demand for hotels and tourism has dramatically transformed. Consumer behavior in
hospitality has also changed. The change has a significant impact on the management and
marketing activities of hotels across the globe. Over the past year, new expectations and new
technologies have been evident in the international hospitality market. Consumer satisfaction
is the primary concern when it comes to hospitality. With such demands, the industry must
react appropriately to see the demand satisfied. There are other challenges that the industry is
facing. In the coming year, things will be even more challenging.

The various challenges facing the Hospitality industry:

1. Innovative technology
Electronic check-in is the latest technology being embraced by the industry. However, many
hotels have found the transformation challenge. Other hotels have already implemented the
innovation. When clients plan for trips, hotels register the guest and then send key cards
equipped with the new identification recognition that utilizes frequencies. On arrival, a text
message is conveyed to the guest’s mobile phone entailing the room number and time, among
other details. Once the guest arrives at the hotel, they don’t have to confirm at the Front Desk.
They can directly move to their room and apply for the key card. For small and other major

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hotels, using this technology will see their revenues and profits reduce. However, if they
don’t match the pace made by other hotels, things might turn for worse.

2. Reputation management
Hotel reputation is what guests say about the hotel through online reviews, comments, and
photos. Most of the reviews are made on social media, i.e., on Instagram, Facebook, Yelp,
and TripAdvisor. All these are high-ranked platforms. The hospitality industry has been
battling to establish relationships with guests. Regardless of the national economy sectors, a
high level of trust must be maintained between a service provider and the consumer. This is
the key to an effective and efficient economic transaction. Developing trust is non-trial.
Reviews and comments can destroy or market a hotel’s reputation. Mostly, hotels used to
engage and respond to clients’ concerns, needs, and requests publicly through old-fashioned
forums.

3. Retaining and finding talent

The success and growth of the hospitality sector depend on the state of both global and local
economies. This means that maintaining adequate employees will be crucial in the coming
year. In the year 2016, the hospitality industry employed 15,000 workers. This number is
expected to jump to around 17,000 in 2026. As the industry continues to bulge, retaining and
attracting top talents will be a priority. For companies to edge out the competition, they will
have to ensure they have top skills. However, employee retention is a significant challenge,
regardless of the sector. According to statistics, about one-third of workers quit their jobs
after working for just six months. About 45 percent of workers manage to hold on for an
average of two years.

4. An increase in international travel

The number of international travels is growing every year. It’s anticipated that in the next
three years, the hospitality sector should offer visitors a unique experience for domestic and
foreign visitors. This will mean that the staff should be aware of different cultures.
International travels also have different expectations. These are all factors that hotel staff will
have to familiarize themselves with. It’s a challenge that most hotels will face, especially the
small ones. Hiring workers who can fluently converse in multiple languages, give
information, and offer services in diverse languages will be essential. Hotels with such staff
will attract foreign clientele.

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5. Personalizing client’s experience
Travellers have grown to be accustomed to streamlined and personal shopping experiences.
This is a wake-up call for hotels. Offering clean and good design services is no longer
applicable. The digital age has steered an increased desire for more personalized traveling
and lodging experiences. However, capitalizing on this trend has been a significant challenge
for hotels and the hospitality industry.

6. Effective Hospitality Digital Marketing Strategy

The effective use of digital channels to drive sales and build a customer base is two of the
primary digital transformation challenges the hospitality industry faces. Many hotels have
difficulty being efficient, effective and measuring the impact of their marketing channels
such as paid media, enterprise SEO, Local SEO, content strategy, or social media. In our
opinion, one of the primary challenges these companies have is their digital experience,
website design, and presentation of their brand. There are several marketing challenges that
the industry will face in the year 2021. However, there is also room for growth.

7. Loyalty programs
This is another critical challenge that hotels are facing and will face in the coming year.
Catching direct clients has posed problems for hotels. This has led some big hotel chains
batting each other to have the attention of direct clients. This implies that other independent
hotels and chains should start offering loyalty programs that include discounts and specials.

2.6 Opportunity of the Hotel Industry

 The ageing population could be a boost for the integrated services of the catering sub-
sector
 Changes in the gender structures: more women entering the labour market means less
time to cook at home. Also this means an opportunity for the sector to get the needed
labour.
 The trend of higher demands on quality could add value to the sector.
 Concerns for climate and health are also trends that potentially add value to products and
services.

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 Increasing globalisation, leading to more international travellers and tourists, especially
from emerging economies.
 Being increasingly on the move, we need more snacking and take away.

CHAPTER- III
BRIEF INTRODUCTION OF THE ORGANIZATION

3.1 Background of DoubleTree by Hilton

DoubleTree by Hilton is centrally located in Jumeirah Beach Residence, DoubleTree by
Hilton Dubai - Jumeirah Beach is a leisurely stroll from popular sights such as The Beach
Mall and Bluewaters Island. It is 4 star hotel and has 109 rooms, 2 outdoor pools along with a
private beach and a full-service spa. Also it has 2 onsite restaurants: Al Maeda specializes in
Middle Eastern cuisine, and serves lunch; dinner, or Gastro Kitchen offers relaxing ocean
views. Savor a meal from the comfort of your room with 24-hour room service, or entertain
your taste buds with a beverage at the bar/lounge or coffee shop/café. Buffet breakfast is
offered for a fee each morning from 7 a.m. to 11 a.m.. The 109 air-conditioned
accommodations feature furnished balconies and 2 bathrooms. There's space to spread out
with a separate bedroom, living rooms, and dining areas. Also 47-inch LCD TVs are
available for entertainment, and guests can stay connected with free WiFi. Bathrooms offer
hair dryers, free toiletries, slippers, and bidets. Minibars, free bottled water, and laptop-
compatible safes are also standard. DoubleTree by Hilton Dubai - Jumeirah Beach features a
private beach, a full-service spa, and 2 outdoor pools. Free valet and self parking are
available or if you're not driving, take the shuttle from the airport to the hotel (available 24
hours) for AED 215 per vehicle. The front desk has multilingual staff standing by 24 hours a
day to assist with tours/tickets and dry cleaning/laundry. Other amenities at this beach hotel
include a children's pool, a health club, and free WiFi in public areas.

3.2 Hotel Facilities and Amenities Include;

 ATM  Babysitting/Child Care

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  Barber/Hair Stylist  Laundry Room
 Car Rental  Laundry/Dry Cleaning Service
 Children/Teen Programs  Multi-lingual Staff
 Complimentary Transportation  Paid Onsite Parking
 Concierge Services  Room Service
 Crib/Rollaway Bed  Wheelchair Access to
Common/Public Areas
 Currency Exchange
 Common Area Internet Access
 Gift Shop (Wireless)
 Air Conditioning
 Coffeemaker
 Daily Maid Service
 Iron/Ironing Board
 Kitchen/Kitchenette (some)
 Microwave Oven (some)
 Mini-Bar
 Rooms for Non-smokers
 Telephone
 Safe (In Room)
 Cable/Satellite Television
 Television
 Internet Access (High Speed & Wireless) (additional fee)

3.3 Food and Beverage Service Department

   Food and Beverage Service Department is one of the main service oriented and crucial
division of the hotel. It renders the services of prepared food items, beverages, and tobacco in
a hospitable way to the customers as per their demand. The significant feature of this
department is that, it is the second highest revenue generating department next to the front
office. The important functions include the design and development of menus, pricing,
portion control, wastage control, customer staff relations and staff training.

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 This department comprises of two main operational areas:
 Bar (Service of Beverage)
 Restaurant (Dining services)
       The personnel related to this department must be professionally qualified in terms of
service and hospitality. As we know that the role of this department is totally service
oriented, the staff need to be in the front line with the customers and ought to be well
groomed, smart and hygienic. The food and beverage staff plays a significant role in
promoting good manifestation and positive influence towards the guests by professional and
world class service in hospitable manner.

3.4 Restaurant in Marriott Executive Apartment

1. Skye and Walker

Serving wholesome, guilt-free dishes made from the freshest ingredients, this trendy little
bistro is deliciously diet-friendly – and proves that you don’t have to sacrifice flavour in
order to maintain your waistline.

Take your pick from sharing platters, soups, and super-food salads – and kids will love the
healthy ‘Munchkins’ menu too. Fancy something heartier? The pizzas and pastas are top-
notch.
Skye & Walker is an urban sustainable neighbourhood eatery for globetrotters and savvy
foodies in the heart of the "old" Dubai.
The main feature of our space is the use of reclaimed, recycled and eco-friendly materials.
Those natural materials used in flooring, furniture and decor are a reflection of our locally
sourced eats.
We create guilt free nutritious dishes including vegan, raw and gluten free choices that are
inspired by fresh, local ingredients, sourced through a few handpicked partners.
Whether you are looking for social engagement or solitary downtime, our indoor and outdoor
hangout sections provide a raw, buzzing environment with classic comfort.
At Skye & Walker you get cutting-edge coffee & handcrafted weekend memories in
contemporary industrial chic aesthetics.

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 3.5 Meeting and Events
Marriot executive Apartments Dubai Creek offers a unique and timeless setting for
gatherings and events of all descriptions. The personalized service of the dedicated event
team of this luxury property makes this the perfect location to host spectacular private
celebrations, corporate conferences, team building activities, intimate beach weddings,
cocktail parties, product launches and executive meetings. An extensive range of meeting and
event facilities at a variety of indoor and outdoor locations throughout the resort to enjoy the
perfect blend of modern sophistication and Arabian hospitality. Each of the spacious meeting
rooms contains state-of-the-art audio-visual equipment and has plentiful natural light. The
hotel's boardroom is designed to host smaller meetings for five to 20 people. The hotel
features a VIP arrival hall and multiple pre-function spaces, making it a spectacular venue for
weddings, galas and high end corporate events.

3.6 Marriott Executive Apartment Present Situations

Furnished Apartments in the centre of Deira Dubai

 The Marriott Executive Apartments Dubai Creek UAE offers spacious rooms and fully
equipped kitchens.
 Cable TV, DVD and CD player, hair dryer, safe, iron and ironing board and washer/dryer.
 Luxury Dubai short-term rental apartments with high-speed Internet, voice mail and
private mailbox.
 Open modern plan layouts with beautifully furnished lounge and separate dining areas.
 Extended stay hotel services like housekeeping, room service, grocery shopping and dry
cleaning.
 Each short-term rental is designed with an eye for detail that ensures your comfort and
relaxation.

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3.7 Challenges and Opportunity of Marriott Executive Apartment

Driven by growing customer expectations in relation to hygiene standards, exceptional

service and customized personal experiences, the hotel industry is facing a vast set of
challenges. Combined with increasing competition, thanks partly to the growth of the
economy of sharing, Marriott executive apartment need to ensure they exceed expectations at
every stage of their guests’ stay if they are to ensure long-term profitable growth.

3.7.1 Challenges of Marriott Executive Apartment

1. Cleanliness
First impressions count for a great deal and many hotel guests get an instant sense for the
standards in a hotel from their first visit to the hotel washroom. The demand for cleanliness
should not be a surprise, especially within the service industry. In fact, hygiene and
cleanliness are ranked as number 1 priority for choosing and recommending hotels post stay.
The majority of hotel guests would happily give up on luxuries and even technology, such as
wifi access, than stay in dirty hotel. Efficient housekeeping teams are still critical for brand
reputation management and to drive loyalty amongst guests.
2. Technology
Technology is an integral part of everyday life. Whilst we might use our holiday to take a
break from certain aspects of our lives, it seems we never want a break from technology.
Hotel guests demand a basic right to be connected in any hotel, in any location, around the
world. Technology is a constant travel companion, wherever we go. Innovative use of
technology that benefits customers and not just hotel operations helps hotel chains to stand
out from the competition and attract new customers.
3. Meaningful experiences
Memories are based on powerful experiences. There is a growing expectation now to always
‘experience’ something. In the hotel industry, design trends, technology and personalisation
can all help to provide a meaningful experience and drive guest loyalty. It is no longer
enough just to go out for a nice meal in a nice restaurant with great service. Restaurants are
aware of the need for offering a real ‘dining experience’. Experiences should be treated as an

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 extension of the great quality customer service already offered by hoteliers, though
admittedly it might be more relevant to the luxury/ five-star plus rated hotels in the world.

4. Excellent service
Every hotel guest expects good customer service but today’s hoteliers must exceed
expectations by being more than just good - they need to be excellent. A hotel is judged by
the quality of the service delivered. Highly skilled and attentive staff, a personal touch,
respect, and the ability to make a guest’s stay as comfortable and as relaxing as possible are
all equally important to succeed.
5. Sustainability
Sustainability is rapidly climbing the agenda of every organisation, driven by people’s
growing interest in and concern for the environment. In fact, the World Tourism Organization
is deeply committed to sustainable tourism. So, along with maintaining a top notch level of
service and being mindful of the ever changing needs of their demanding guests, luxury
hotels along with Marriott executive apartment should have quite a task on their hands to
keep with the times.

3.7.2 Opportunity of Marriott Executive Apartment

Luxury experiences are clearly very attractive to consumers as illustrated by sales growth of
both fine wines & spirits and high-end food (both grew at 6% from previous year). Sales of
luxury cruises increased by an outstanding 14%, which was driven by a strong interest towards
adventure and expeditions. Despite seeing a healthy industry growth, luxury hospitality brands
are finding increasingly more challenges in digitalisation, with more and more competitors
arising as well as having a much more demanding profile of guest who expects the
‘unexpected’.
 The ageing population could be a boost for the integrated services of the catering sub-
sector
 Changes in the gender structures: more women entering the labour market means less
time to cook at home. Also this means an opportunity for the sector to get the needed labour.
 The trend of higher demands on quality could add value to the sector.
 Concerns for climate and health are also trends that potentially add value to products and
services.

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 Increasing globalisation, leading to more international travellers and tourists, especially
from emerging economies.
 Being increasingly on the move, we need more snacking and take away.

CHAPTER- IV
ANALYSIS OF ACTIVITIES DONE / PROBLEM SOLVE

4.1 Food Production Department

Food Production is a department which is involved in preparation of food. A process, in which
raw materials are cooked, combined and transformed to make a dish. The scope of Food
Production has been widening at a faster pace in India as well as Abroad.
A Chef is involved from purchasing to deciding the menu, supervising the kitchen,
maintaining the quality of food, sanitation standards, and coming up with new dishes. Food
Production department comprises of main kitchen, banquet kitchen, soup section, pantry
section, pastry section, baking & confectionary section, and vegetable section. Sections may
vary based on the scale and star category of a hotel or hospitality establishment.

A Chef does more than cooking and has to handle many responsibilities. Being a Chef
requires great experience and a flair for cooking. A Chef is responsible for overseeing
subordinates and the work they do. Chef is responsible for menu planning and menu
engineering; and special dishes to be added from time to time. He/she is also responsible for
creating recipes, indenting and costing. A Chef supervises the purchasing, preparation of food,

16
 organization of kitchen, equipments required in the kitchen, recruitment of staff, maintaining
the cleanliness and inspecting the quality of raw materials to be used in cooking; at the same
time be aware of safety standards.
Promotion from a junior Chef to a head chef may take years and is competitive, but if you
have that extra edge and are focused, one could be a famous Chef at a young age. Pursuing a
career as a Chef is challenging, exciting and rewarding at the same time.

4.2 Objectives of Food Production Department

 Making food safe for consumption – Cooking sterilizes food partially. The growth of
bacteria gets restricted at 40oC (104oF). Non-sporing bacteria are killed at temperatures
above 60oC (140oF). For example, pasteurization – milk is made safe by holding it at 63oC
(145oF) for 30 minutes or at 72oC (161oF) for 15 seconds. Boiling kills living cells. Spore-
bearing bacteria take 4-5 hours of boiling to be destroyed.
 . Making food more digestible – Complex foods are split into simpler substances during
cooking. The human body can absorb and utilize these more readily.
 Increasing Palatability.
 Making food look better – Heat brings about changes in colour, texture and overall
appearance of the food, making it more appetizing.
 Introducing variety – A single ingredient may be used in many different ways, cooked by
different methods and bring about changes in the meal.
 Balancing a meal – Different ingredients combined in one dish make it easier to provide a
balanced meal – i.e. providing all the required vital nutrients to the consumer.

4.3 Role and Responsibility of Intern

 Prepares one part of a major meal such as an entrée, vegetable, salad or dessert, in proper
quantities for serving; measures, mixes, seasons, garnishes and otherwise prepares dish.
 Assists in the preparation of several parts of a major meal by mixing and stirring, ladling,
adjusting heat, etc.
 Prepares breakfasts on an independent basis by cooking eggs and meat, and preparing
cereals, coffee and similar items.
 Directs subordinates, and/or other helpers in dishing foods, preparing portions, serving,
and cleaning work areas and utensils, and personally participates in such tasks when required.
 Performs other related work as required.

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 Prepares his mise-en-place for next day.
 Assists with another station as assigned by the Chef de Partie.
 Collects store items as required from the main kitchen.
 Cleans and maintains kitchen equipment and reports any repair or maintenance needed.

Qualities of Kitchen Staff

 Attention to detail
 Business sense
 Cleanliness
 Creativity
 Culinary Expertise
 Fast-paced Decision
 Making motivation
 Multitasking
 Team Player

4.4 Food and Beverage Service Department

 Food and beverage service department is furnished with a qualified and skilful brigade
headed by food and beverage Manager, who is responsible for planning and coordinating the
different food and beverage activities inside the hotel. Food and Beverage Manager is a team
leader in terms of food and beverage promotion and management. Down the line, food and
beverage Manager is supported by the outlet executive who are responsible for the execution,
implementation and the control of food and beverage activities in their area of concern. All
outlet executives are again supported by the line supervisor, and waiters and waitresses to
delight the customer by serving their wants.
   Today's service industries are focusing on the concept of guest delight which is the
improved expression of guest satisfaction. We need to delight the guests to make them
satisfied because today's customers visit many corners of the world, they feel the level of
service in many place and need to have a changed atmosphere in terms of taste and service.
The term food and beverage function is one that encompasses all activities within the hotel
and catering establishment that are together concerned with the provision of food and
beverage services within that periphery of that establishment.

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 4.5 Objective of Food and Beverage Service Department

 Maintain the operation of its departments

 Generate revenue and increase profit
 Fulfil and exceed guests’ expectations
  Identify trends and make response
 Training
 Cost Control
 Budgeting

4.6 Responsibility and qualities of intern

Food and beverage servers are employed in restaurants, coffee shops, bars, clubs, hotels and
other retail eating  and drinking establishments. There are more part-time positions in this
occupation than there are in most occupations, and most food and beverage servers are
young. Experienced food and beverage servers can move to better paying jobs in larger and
more formal food establishments.
Food and beverage servers’ duties vary considerably from one type of establishment to
another. In fast food outlets, they often work behind counters and use computerized systems
to take orders and tabulate bills. In coffee shops and cocktail lounges, they provide quick and
efficient service for customers seated at tables. In formal dining establishments, they
carefully observe established rules of service and etiquette, and pace the meal according to
customer preference.
In general, however, food and beverage servers:
 prepare tables or counters for meals
 stock the service area with supplies (for example, coffee, glassware)
 greet customers, present menus and help customers select menu items
 inform customers about daily specials
 record orders and place them with the kitchen and bar

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 pick up and serve orders
 check that customers are enjoying their meals and correct any problems
 suggest and serve desserts and beverages
 clean and reset tables
 Tabulate and present bills for payment.
Attributes of a professional Food and Beverage server:
Personal Characteristics:
Food and beverage servers need the following characteristics:
 the ability to serve customers cheerfully, courteously and efficiently
 good organization and multi-tasking skills
 good health
 good grooming
 the ability to work as part of a team
 the ability to work with little supervision
 good verbal communication skills and sensitivity to customer needs
 The ability to work calmly under pressure.
Other requirements depend on the environment in which the server works. For example,
serving in a coffee shop or cocktail lounge requires the ability to remember many orders and
move very quickly.
Food and beverage servers should enjoy having clear rules and organized methods, working
with people, and working with tools and equipment.
Food and beverage servers who serve liquor must be at least 18 years of age. In formal dining
rooms, food and beverage servers also must:
 know proper food service etiquette
 Use the correct terminology and be able to answer questions about wines and other
beverages be able to prepare tableside dishes (for example, flambe) at the customer’s table if
required.

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 4.7 Experiences in internship/ knowledge, information and working systems.
As an industrial exposure trainee, internee is able to know some of the following information
and working system of Marriott Executive Apartments Dubai Creek:

4.7.1 Kitchen Hygiene

1. Wash Your Hands
Many people tend to assume that diarrhe and other forms of sickness only come due to food
poisoning from outside our homes. While you may never guarantee 100% protection against
a diversity of food borne illnesses, there are several simple good kitchen hygiene precautions
which you can implement towards reducing the risk.
2. Proper Food Storage
Correct food storage is as critical as correct cooking. When storing cooked food in your
fridge or cooler ensure it is at room temperature or even lower. Placing warm food inside a
fridge implies it has not cooled evenly and could as such, cause food poisoning.
3. Cook Food Thoroughly
You are perhaps thinking this is obvious stuff! But you will be surprised by the number of
people who actually under cook their food. With undercooked food, there is a higher risk of
harmful bacteria getting ingested which may trigger food poisoning. All animal foods ought
to be cooked to a minimum of 170 ° F, if you want to get rid of viruses, bacteria, and
parasites which bring food borne illnesses.
4. Clean Up and Down
After cooking, keeping a clean kitchen is very important. It is estimated that the average
kitchen chopping board carries more faecal bacteria compared to the average toilet seat.
5. Either Keep It Hot or Cold
If you cannot keep it hot or cold, then it’s best not to keep it at all. There are some particular
foods that are extremely vulnerable to rapid bacterial growth prior to cooking and after. This
group of food includes poultry, eggs, fish, sliced melons, tofu, beans, rice, and sprouts. Such
foods ought to always be kept above 140°F or below 40°F.

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 6. Clean the Kitchen Sink and Oven
At least once each day, wipe down the sink as part of your kitchen hygiene rules. Every
week, disinfect it by filling it up with either hot or warm water plus a small quantity of
bleach. Remember to scrub around the entire sink with good scourers, not forgetting the
inside of the plus and plug chain. In overall a internee able to learn and gain following
knowledge and information from internship:
1.      To follow the Standards and procedures of the Kitchen,

2.      To learn their jobs well and thoroughly,

3.      To keep to the hygiene and sanitation practices,

4.      To attend all the Training classes for Kitchen Staff,

5.      To be interested and want to learn their new trade and to improve themselves,

6.      To show enthusiasm and ambition to become an integral part of the kitchen team, along
with the skills and proficiency required, fulfilling his commitments to the brigade.

4.7.2 Lost and Found Procedures

An item left behind by guest either in the room or in public area identified by any staff and
brought under the notice of service is termed as “Lost and Found” item.
There should be one dedicated location to receive lost and found items whether it is found in
guestrooms, meeting rooms, public area or restaurants.
The lost items must be secured in a locked closet or area that has highly restricted access.
Employees are instructed to bring items to lost and found area, with valuables receiving
immediate attention.
All items received to be recorded in a lost and found register.
All items regardless whether it is valuable, non-valuable items and perishable items must be
recorded on the Lost and found register.
Items should be put in a plastic bag noting the serial number from the register, place found,
date, name of the person found the item etc.
Valuable items like Jewellery, mobile, wallets, laptops, ipads etc. must be stored in a locker.

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 If the Property management system has Auto trace functionality then put a trace on the guest
profile stating the there is a lost item held with the housekeeping department.

When guest calls up the hotel to ask about the lost item, only the person who maintains the
lost and found register should revert to the call. Once the item is sent to the guest / collected
by the guest authorized person an appropriate entry to be made on the system.

4.7.3 Hotel Complain Handling Procedures

Front office management and staff should keep the following resolution guidelines in mind
when handling guest complaints. When expressing a complaint, the guest may be quite angry.
Front office staff members should not make promises that exceed their authority. Honesty is
the best policy when dealing with guest complaints. If a problem cannot be solved, front
office staff should admit this to the guest early on. Front office staff should be advised that
some guests complain as part of their nature. The staff should develop an approach for
dealing with such guests.
Top Ten ways of handling guest Complaints:
1. Listen with concern and empathy.
2. Isolate the guest if possible, so that other guests won't overhear.
3. Stay calm. Don't argue with the guest.
4. Be aware of the guest's self-esteem. Show a personal interest in the problem, Try to use the
guest name frequently.
5. Give the guest your undivided attention. Concentrate on the problem, no on placing blame.
Do NOT Insult the guest.
6. Take notes. Writing down the key facts saves time if someone else must get involved. Also,
Guest tends to slow down when they see the front desk agent trying to write down the issue.
7. Tell the guest what can be the best done. Offer choices. Don't promise the impossible, and
don't exceed your authority.
8. Set an approximate time for completion of corrective actions. Be specific, but do not
underestimate the amount of time it will take to resolve the problem.
9. Monitor the progress of the corrective action.
10. Follow up. Even if the complaint was resolved by someone else, Contact the guest to ensure
that the problem was resolved satisfactory.

4.7.4 Safety and Security in Hotel

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 The Management must take care that the safety and security systems cover the following
areas:
Guest: Protection from crimes such as murder, abduction and health hazards from outsiders,
hotel staff, pests, food poisoning etc.
Staff: Providing staff lockers, insurances, health schemes, provident funds etc. Protective
clothing, shoes, fire fighting drills, supply of clean drinking water use of aqua guards,
sanitized wash rooms etc.
Guest luggage: Secure luggage store rooms and proper equipment such as luggage trolley
and bell hop trolley should be provided.
Hotel Equipments: Lifts, Boilers, Kitchen equipment, furniture fitting and building etc. must
be protected and for these the Safety and Security should cover up fire safety equipment,
bomb threat security system, water floods security system, earthquake security system , safe
vault safety and security system etc.
Protection of raw materials, goods, provisions and groceries etc. For this the safety and
security system should cover proper storage and pest control systems, apart from the
application of total material management system.

4.7.5 Sequence of Services

1) Greeting and Seating:
 Guest should be greeted and welcome with recognition, And should be helped with
their coats and bags.
 All guest are welcomed at the entrance.
 Guest are greeted warmly.
 Ask guest name to acknowledge them.
 Use guest name at least twice during the conversation.
 Offer choice of seating.
 Table setting are adjusted to the number of guest.
2) Menu Presentation service standards:
 All Beverage menu should be clean and in good condition.
 Menus should be at least 2/3 languages.
 Menus must be presented to guest opened, Present menu in the guest table and open
the first page.
 Must have non-alcoholic option in case hotel have the license to serve Liquor at
Restaurant.

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 Always point to any recommendation or house favourites.
 Inform the guest that you will take their order when ready.
 Maintain eye contact and approach at the appropriate time.
3) Order Taking Service Standards:
 Staff should have a warm smile and polite attitude, Approach guest table within 10
seconds whenever they need to order.
 Always prepare a note pad and a pen.
 Be attentive at the guest table.
 Offer recommendation.
 Always repeat the guest order.
 Inform guest of the expected service time.
 Estimate the serving time.
4) Point of Sale key in Procedure:
 Double check all the keyed in order before sending to kitchen.
 Barman should serve the drinks with the specific POS ticket.
 Key in order into the POS system accordingly.
 If any wrong order key in, look for the assistant manager or above to void it
immediately.
 When barman gives the drinks to the waiter it should be with the POS ticket.
5) Order Delivery Service:
 Waiter reviews the order and put on the tray.
 Quality check by every staff.
 Acknowledge the guest 2 steps before approaching the table.
 Offer to pour beverage.
 Leave the table by saying: “ Is there anything I can assist you at the moment?”
6) Handling Bills and final settlement:
 Ensure the bill is accurate, Always Double check the bill before presenting it to the
guest.
 The bill is presented in a company bill folder and pen, Retire from the table and stay
within the vicinity.
 Recover the check and means of payment.
 Thank the guest and process quickly.
 Payment should be done in 4-5 minutes.

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 7) Guest Departure and Fond Farewell:
 Thank the guest by name and bid farewell to all members of the party.
 Help customers leave their table.
 When assisting the guest, ensure ladies first.
 Always says: “Hope to see you again.”
 The table should be reset immediately.

4.7.6 The 5 French Mother Sauces

During an internship internee learn about how to make a five major mother sauce required in
every kitchen. They are as follows:
1. Béchamel
This is roux whisked with milk or other dairy to make a white sauce. Ever made macaroni
and cheese or chicken pot pie? The base of both these dishes is béchamel. By itself, béchamel
is quite bland, which is why it is usually cooked with other ingredients and not used as a
finishing sauce.
2. Velouté
A velouté is a light roux whisked with chicken, turkey, fish or any other clear stock. The
resulting sauce takes on the flavor of the stock, and the name is derived from the French word
for velvet, which aptly describes this smooth but light and delicate sauce. It is usually served
over fish or poultry that has been delicately cooked, like by poaching or steaming.
3. Espagnole
Sauce espagnole is a basic brown sauce. It’s made of brown beef or veal stock, tomato puree,
and browned mirepoix, all thickened with a very dark brown roux. This sauce is sometimes
used at the foundation for boeuf bourguinon and demi-glace.
4. Sauce Tomato
This is made by cooking tomatoes down into a thick sauce but used to also be thickened with
roux. Unlike more modern-day tomato sauces, the classic French tomato sauce is flavoured
with pork and aromatic vegetables.

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5. Hollandaise
This is the one mother sauce not thickened by a roux. Instead, it’s thickened by an emulsion
of egg yolk and melted butter, which means it’s a stable mixture of two things that usually
normally can’t blend together. This is a very delicate sauce because the emulsion can easily
break, and rich hollandaise is usually used as a dipping sauce for asparagus or a finishing
sauce for dishes like eggs Benedict.

4.7.7 Emergence/ occurrence of issues, problem or challenges and how

these problems were solved
Internship challenges do hit hard because it is the first time you are in such an environment
and aren’t very familiar with work-life issues. Though you could be lucky enough to get a
smooth run throughout, there are slight chances that you will escape each one of the
internship challenges faced by interns. The good thing is that if you are already aware of
these internship challenges, you can handle them better instead of letting it ruin your
internship experience. So, here are the some listing the 8 common internship challenges faced
by intern and their solutions: 

Problem 1: Issues with Time Management / Self-Management

It’s your first job kind of experience. Reaching late for classes and late submissions of
assignments was tolerated by your college professors. But in a professional workspace it isn’t
acceptable and hence managing time can be really difficult for you. A balance between work,
academics, and personal life also seems to be a challenge.
Solution: This isn’t something you can learn overnight. Self-management can be achieved
only through habit forming and by adopting a more organized living. Here’s a detailed write-
up for you on How to develop self-management skills?

Problem 2: Allotment of trivial work

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This is one of the commonest internship challenges faced by a large number of interns. While
you might expect to be an important part of the organization, you are often offered just
assisting jobs to your seniors and mentors.
Solution: You might find your work unimportant but in reality, nothing is inconsequential if
it matters somewhere in the work cycle of the company.
Yes, if you are just making coffee for everyone, you need to take a step. Otherwise, it is quite
normal to start with less-risky work. However, if you do well, you will soon be trusted by the
authorities and allotted with better assignments and projects.

 Problem 3: Inadequate Compensation

You accepted an internship thinking that there won’t be much pressure and the compensation
would be sufficient for it. But after you actually start, you realize the pay is far lesser than the
work deserves.
Solution: You might feel that you and a full-time employee is doing the same amount of
work still you are being paid so less. But interns are under a short-term contract and are paid
less almost everywhere.
If you are getting enough learning experiences and it is adding to your candidature for the
future, there is no harm forfeiting some of it. But if you think it is insufficient to meet your
day to day expenses, get in touch with the HR and ask for a raise.
 
Problem 4: Hesitant to Ask Questions
Communication is one of those internship challenges that can actually hinder your internship
time.You might land a really good internship but upon starting you realize that the work
environment is excessively grave and professional. In such an environment, you find it
difficult to ask questions for the fear of being judged.
Solution: Don’t worry! Everybody out there knows that you are an intern. They are serious
about their work but do not expect you to know everything. So, just be calm and concentrate
on your own tasks.
Tips; don’t bother someone every time you have a query. Write down your question and ask
when you have jotted down quite a few.

Problem5: Competitive Co-interns
Your co-interns are high-spirited and work really hard. You feel intimidated as you didn’t
expect your internship to be so competitive.

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Solution: Contrary to what it looks like, competitive co-interns make your experience a better
one. You will get to feel the real pressure to work better and get noticed instead of just doing
random work and completing your internship duration. Take part in the competition and
make the most of your internship experience.

4.7. 8 Observed Gaps

Internships are opportunities to apply academic learning to practical experiences and integral
components of many academic programs. Internships provide many advantages to students
by introducing them to the world of work and skills needed for them to succeed in their future
careers. Limited research documents the importance of student voices in identifying
internships that reinforce learning. A question to consider is: “What are students saying about
their internship experience?” This study compared student survey results against course
competencies in a health services management program. Students rated their soft skills,
communication, teamwork, and professionalism higher than hard skills of data management,
analysis, and problem solving. Findings indicate more curricular emphasis should be placed
on written communication, data analysis, and problem solving to ensure students have a tool
box of skills to offer employers.

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 CHAPTER –V
CONCLUSION/ LESSON LEARNED

5.1 Conclusion
I did my internship in food production and food and beverage service department, under
which I was assigned as a trainee. During the beginning I was taught about the overall
information regarding kitchen department, duties and responsibilities of trainee and food and
beverage department as well. I was handover to a senior team member and work under
his/her supervision. I experienced new thing working with staff as well as handling guest
from different countries around the world learning their culture and habitat which was my
first and new experience.
Marriott Executive Apartment in Dubai Creek which is very famous for the guest looking for
relaxation, family vacation and any event ceremonies. Most of the guest are long staying so I
got chance to share my identity, experience with them as well as know about them and their
country which was very helpful knowledge for me in this industry.
During my work I learned about the team work which is the most important. I learned to take
responsibility and handle different situation. We have briefing everyday with different topic
everyday which helps to gain lots of knowledge and helps in day to day work. The team is
divided to different supervisor with each outlet or section. All the team were best in their
work including my team. Team work leads to finish work faster, smoother, quality of work in
a given time. We always have a happy guest which means a good service and good team

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work. There were also some obstacles we faced during busy time, but we did our best to
overcome the obstacles. Overall it has been a great experience working in such a reputed
hospitality company and gain some lots of practical knowledge in different department.

5.2 Lessons Learned

Planning and preparing for an internship is an ongoing process for students, faculty, and
preceptors. Extensive planning, streamlining of processes, and addressing previous student
concerns have improved student satisfaction with internships. Preceptors should understand
the time commitment required of a preceptor and their responsibilities to the intern including
assigning meaningful projects, giving student feedback, and being accessible to the intern.
Foremost, preceptors should be a partner in the learning process providing a variety of
learning experiences that will benefit their facility and the student. Faculty coordinators
should understand their duty wisely match interns to sites, provide effective internship
support and supervision, and avoid overburdening preceptors with an excessive number of
students.
An internship is an opportunity to test drives a career without making any serious
commitments. It provides you with experiences, lessons, and the tools you’ll need to get a
full-time gig in the future. It is often a great choice because it gives you a feel for work
without being thrown into the deep end straight away. This provides you with the opportunity
to grow and learn before fully entering the working world.
 How different department are inter related
 How to handle guest issues
 How to manage time in work
 Improved communication skill
 Different level of work in different level of organizational structure.

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 Complain handling procedure.
 New and improved skills and how to apply them
 Professional communications
 Work hard no matter what you’re doing
 Independence
 Making connections
 You’re more important than you think
 Assessing the skills you have gained

REFERENCE
 https://www.monster.co.uk/advertise-a-job/hr-resources/hr-strategies/job-
descriptions/housekeeper-job-description/
 wto.org/english/tratop_e/covid19_e/sawdf_nepal_e.pdf
 https://linchpinseo.com/common-challenges-facing-the-hospitality-industry/
 https://www.travelweekly.com/Hotels/Dubai/DoubleTree-by-Hilton-Dubai-Business-
Bay-p51482631

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