Robert Gordon University

Business and Hotel Management School

Dheeraj Sharma

BA Hotel and Hospitality Management Course

Module Coordinator: Ms. Anika Wolter

Submission date: 15th February 2016

BS 3161 Workplace Internship

Matriculation Number:
 SELF - REFLECTION

Working in Hotel Movenpick, Zurich was a rewarding experience that I will cherish for
the rest of my life. Not only did they provide me with the base to grow and progress in my
future, they also supported me at each and every step towards successfully accomplishing
my personal goals. This was one of the best examples of an organization who is not guest
oriented, rather employee oriented. Movenpick is located in Zurich and it is also the
Headquarters of all the other franchises in the world. Merely 10 minutes by drive from the
airport, this hotel features over 333 rooms with top-notch service. Being renowned as a well-
structured and organized five star property, Movenpick is not only a hospitality infrastructure,
but it also has their own line of wines, ice-creams and initially started off as a restaurant in
1940s. Movenpick has since advanced and currently owns numerous business globe
around. In Zurich, the headquarter hotel can host up to 400 delegates in their stylish meeting
rooms, harbours 3 restaurants, bar and summer terrace and also provides hourly shuttle bus
service to and from the airport. The hotel also has a direct connecting commuter which
requires only 25 minutes to reach the city, which boasts the immaculate old town, historic
infrastructures and numerous commercial offices of major companies. Another hour away
would lead to an adventurous trip to Uetliberg, the highest point in Zurich canton.

My journey here began as a breakfast service trainee where I learnt the vital aspect
of teamwork and inter-departmental communication; a core value of Movenpick hotels and
resorts. The company emphasizes heavily upon these two values as it is the key to eliminate
any mishaps and accidents within a working environment. My initial job tasks and
responsibilities were to serve the guests, clear their tables and reset them with the standard
breakfast setup. It also involved cleaning the buffet and re-stocking empty food platters. Post
breakfast, I would have to part my services for cleanliness of the restaurant and decent
setup for lunchtime service. Following would be lunch service. After a few months, I was held
responsible for room service and during the weekend, at times, I would be working alone
and catering to the demands of hundreds of growling stomachs ordering from their rooms
their desired food. Talking about my skills and experience, I trained my German speaking
skills and towards the end of my internship, I was able to fluently speak German with
gastronomy related conversations. My superiors were impressed and room service manager
also congratulated me regarding my effort in learning the local language. Inter-departmental
communication skill was an issue during my early days of work as there would several
misunderstandings between the service and kitchen department during lunchtime. This was
a major hurdle as numerous guests would complain about the slow service. We, as a team,
did however overcome this difficult and began working as a team. We had set certain rules
that we would follow, for instance, if there would be an order for a steak and fries dish, the
service department personnel would be preparing the condiments pack for the guest and the
food will be plated only at once. This way, the food will go out hot, avoiding any confrontation
of a guest claiming that their steak was cooler than the fries. In room service, I tried to
strengthen my skill to upsell to guests. My manager often taught me that whenever I would
receive a call from guests ordering a meal, I would simply have to go first and suggest the
chef’s recommendation and his signature dishes. This would often lead them to change their
mind and go with the menu that I had precisely designed for them. I also improved my
organization skill, particularly when I was held responsible for collecting all the cutlery and
dishes from the breakfast buffet setup including the utensils from kitchen department and
was asked to setup them up in a way that would be convenient and quick for the next day to
re-arrange them and set them up for breakfast. This task was completed with ease as my
previous workplace internship also had similar tasks on a daily basis that helped me to
manage them in such a way. Apart from these skills, I also developed a skill unique to me;
managing and training employees. My room service manager saw the potential in me and
had given me the opportunity to train and monitor the service standards of fellow interns in
the same department. He had also granted me authority that helped me to control and
monitor them with ease. Not only did I ensure that all the standards were met, but I also
trained the subordinates to be responsible and answerable for their actions. An incident
occurred where I was working all alone in room service department and suddenly, I was
alarmed with 40 orders to fulfil within the standardized 20 minutes. This seemed to be
impossible as the kitchen would itself require a minimum of 15 minutes to complete
preparing the meal. With the staff dorm being walking distance away, I called the
subordinate and he came within five minutes in order to help me clear out all the orders
efficiently. This proved that my training had actually paid off, especially when a subordinate
would hurry for assistance even on his day off.

Having accomplished all the goals and objectives from my initial assessment in my
learning contract, I was glad and thankful of having worked in this rewarding establishment
that not only aided me in developing my personal skills but also created a foundation from
where I can begin working. My managers thanked me for my service and also said that I was
perfectly ready to continue further and experience different hotels and their working
standards. I would like to return this sanctuary of learning and continue further my journey of
being one of the entrepreneur that I aim for.