CHAPTER I : INTRODUCTION

1.1 What is internship?

An internship is a fixed period of hands-on work experience commonly given to students or young
people. During an internship, you can work for a company and participate in projects, meetings and job
shadowing opportunities. Internships are all about learning and gaining skills in your chosen industry.
These are heavily guided opportunities, with plenty of time for reflection and asking questions. It's a good
way to transition from studying to working, as you can gain valuable contacts within your chosen
industry. These contacts may help you learn about job opportunities after you leave the internship.
Internships can last from a few weeks to a few months. They can even lead to full-time work. Internships
can be paid or unpaid. Listing an internship on your resume can help you demonstrate your experience
and abilities on your resume. Potential employers can view an internship on your resume favorably,
which is why many young people pursue these opportunities.

1.1.2 Importance of internship

Just having a good degree is no longer enough to secure that all-important graduate job offer in
today’s world. Pertinent work experience is now just as valuable as your degree and exam results
when it comes to building a successful career. As a result, internships have become an essential
way to help candidates make themselves stand out. The importance of an internship has been
shown in several recent surveys. According to NACE’s Class of 2019 Student Survey, “More
than half of all graduating seniors who applied for a full-time job (53.2%) received at least one
job offer. Within this group, 57.5% of students who had an internship and 43.7% of graduating
seniors who did not have an internship received a job offer.” Not bad right? Let’s keep it going.

We will discuss everything you need to know about internships and determine why interning at a
company is vital to career growth.
Five importance of internship:
 Internship provides exposure to the real world
 Internship gives you platform to establish critical networking connection
 Internship allow you to learn more about yourself
 Internship equip you more than just technical skills
 Internship allow to gain competitive edge
1.1.3 Objectives of internship
An internship provides a variety of benefits for young workers who want to broaden their
chances for landing a job and jump-starting their careers. Internships give you a taste of what a
profession is like, help you build your resume and let you meet people who can help you in
your career. Don’t be passive during an internship and miss opportunities to expand your
business background. Take advantage of the many benefits of holding an internship. Participate
in the real life working environment.
 Understand the procedure of the operation of the organization.
 Know about the practical business working environment
 Develop effective interpersonal skills
 Build professional contacts or develop networking
 Develop professional skills and personal skills
 Gain experience and to determine our career goals before graduation
 Resort is defined as any place or places with pleasant environment and atmosphere

1.1.4 Methodology
The methodology is applied in the systematic , theoretical way to a Field of study, so that is the
ethical and beneficial. The methodology encompasses during project preparation is both the
qualitative and quantitative Techniques. The industrial report defines and analysis the subject ,
evaluate the facts or results of research presented. For the accurate , concise clear and we’ll
structured report, I have gone through all the data
That I collected from all the departments ( primary data), my own personal view and lots of
secondary sources.
Primary data
 Observation and self involvement in the work
 Questionnaire
 Orientation

Secondary data
 website of hotel and hotel glossarie
 Annual report of hotel
 Record maintain by the hotel
 Previously hand over notes and projects
 Hotel books
Hence, The industrial report has been prepared on the basis of my one year internship
experience and knowledge with the adequate basic knowledge on the particular subject.
1.1.5 Placement, Duration, Activities

The term ‘placement’ is usually used to refer to long or extended periods of internship held by
students during a four-year university degree course. Typically these are specifically designed to
accommodate a year ‘in industry’.

Four-year degree courses with a vocational element are becoming increasingly popular and,
consequently, more employers are now offering placements, including accountancy firms.

Unlike internships, placements are more rigidly assessed; they refer specifically to the
individual’s studies and are integral to the degree program.

Duration

The period of my internship partial fulfillment of Bachelor of hotel management was 1 year
started from 2078 bhadra 13.

Activities

 Fulfilling tasks set out by supervisors from several departments.

 Attending meetings and taking minutes.
 Performing research at a supervisor’s request.
 Updating social media platforms and writing copy for posts.
  Creating images for social media posts.

1.1.6 Limitations of study

The limitations of study are those characteristics of design or methodology that impact
interpretation of finding. The limitations of the study is

 Lack of capital
 Shortage of time
 Unavailability of enough data from the secondary sources
 Respondent don’t want to share the data

The practical exposure conducted by positing on different department is highly fruitful but while
diving the days to work on each department to the various outlet, the time for learning tends to
be very shorts. Collecting the data goes very tough.

1.2 Introduction of Hotel The Kingsbury

Located at the center of Jhapa, Birtamod Hotel The Kingsbury offers a luxurious
getaway to the customers with amenities suited only for the best. The hotel’s 82
lavish bedrooms are stylish as well as comfortable and take pride in providing
exactly what the guest need with their 6 Suites, 5 Executive rooms and 71 deluxe
rooms.

The guests can indulge on a delightful selection of food in their all day dining
restaurant and vegetarian restaurant with a separate kitchen. They can wind down
and relax with a rooftop bar, poolside bar, spa and swimming pool. Hotel’s
modern and well equipped fitness center is designed specially for all the fitness
enthusiasts. Mouthwatering multi-cuisine delicacies perfected with finest
ingredients can be enjoyed.

Hotel The Kingsbury features a restaurant, outdoor swimming pool, a fitness Centre and bar in
Birtamod. Each accommodation at the 5-star hotel has pool views, and guests can enjoy access to
a shared lounge and to a garden. The accommodation offers a 24-hour front desk, airport
transfers, room service and free Wi-Fi.

Guest rooms are equipped with air conditioning, a flat-screen TV with satellite channels, a
minibar, a kettle, a shower, slippers and a desk. The hotel provides certain rooms that include a
safety deposit box, and each room comes with a private bathroom and a wardrobe. At Hotel The
Kingsbury every room is fitted with bed linen and towels.

A continental breakfast is available daily at the accommodation.

Hotel The Kingsbury offers a terrace. You can play table tennis at the hotel, and car hire is
available.

Siliguri is 46 km from Hotel The Kingsbury, while Kurseong is 41 km away.

Distance in property description is calculated using © OpenStreetMap

Location
Located at center birtamode, jhapa . Siliguri is 46 km from the Kingsbury, while kurseong is 42
away.

Facilities
 Banquet facilities
 Bar
 Computer facilities
 Conference and meeting facilities
 Fitness room
 Health club
 Spa etc.

1.2.1 Department

a) Front office
It is the one of the many departments of the hotel business which directly interacts with the
customers when they first arrive at the hotel. The staff of this department is very visible to the
guests.

Front office staff handles the transactions between the hotel and its guests. The staff receives the
guests, handles their requests, and strikes the first impression about the hotel into their minds.
It includes:
 Front desk
 Uniform services
 Concierge
 Front office accounting system
 Private branch exchange
Responsibilities of front office:
 Creating guests database
 Handling guests account
 Coordinating guests service
 Trying to sell service
 Ensuring guests satisfaction
 Handling in-house communication

b) Housekeeping
The term Housekeeping outside the hospitality, hospitals refers to the management of daily
duties and chores involved in the running of a household, such as cleaning, cooking, home
maintenance, shopping, and bill payment etc. These daily recurring tasks may be performed by
any members of the household, or by other persons like butler or maids who are hired for the
purpose.
Housekeeping includes:
 Office of the executive housekeeper
 Housekeeping control desk
 Laundry area
 Linen room
 Uniform room
 Tailor room
 Housekeeping stores
 Lost and found
Responsibilities of housekeeping:
 Keeping facilities on common area clean and maintained
 Vacuuming, sweeping and mopping the floor
 Cleaning and stockings the restrooms
 Cleaning and disposing the trash
 Assisting the guests when necessary
 Notifying managers of necessary repairs etc.
c) Security

The security department in a hotel is responsible for maintaining security alarm systems and
implementing procedures aimed at protecting the personal property of guest, employees, and the
hotel itself. Hotel security plays a vital role in protecting hotel, guests, and employees against
wicked activities.

Responsibilities of security:

 Handling of lock and keys

  Security to the guests room
 Protection of assets
 Conducting emergency procedures
 Proper transmission of communication and emergency
 Maintain security records and staffs procedures

d) Food and Beverage service

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.

Food and Beverage service includes:

 Restaurant
 Lounge
 Coffee shop
 Bar
 Pool side service
 Banquet service
 Outside catering service

Responsibilities of food and beverage service:

 Organize, direct and evaluate food and Beverage service

 Recruitment and training of staff
 Shift scheduling
 Monitoring staffs performance
 Performance management
 Purchase and control of inventory
 Monitor revenue and expenses etc.

e) Sales and marketing

Marketing and sales are important areas within the hospitality industry as they directly correlate
to the profitability of a business. The Marketing and Sales team is responsible for maximizing a
hotel’s revenue by developing strategies and business plans to increase revenue. The team is
tasked with making profits from business verticals such as room occupancy, event spaces, leisure
facilities, restaurants, etc.
Many organizations within the sector have one team to cover both functions of marketing and
sales. However, some hotels may have separate teams handling the two functions. The Marketing
and Sales team can be directly employed by a specific hotel, or be employed by the corporate
office of a large group that has a chain of hotels. This means that you may be required to either
work in a corporate office, or at the hotel premises. It is a demanding job, and requires you to
have a number of different skills to be effective in the role.

The activities of a member of the Marketing and Sales team will depend on the structure of the
organization, however, the following are the core functions of hotel marketing

Sales and marketing includes:

 Brand advertising and marketing

 Personal relation and communication
 E-commerce
 Activation and events

Responsibilities of sales and marketing department:

 Setting sales goal

 Products pricing and planning
 Speaking to the customers
 Social media handling
 Communicate with other departments
 Looking for new innovation

f) Engineering

Engineering department of a hotel has great importance in as much as it provides utility services
like electricity, steam, hot water, air-conditioning and refrigeration, maintain engineering and
services of various other equipment. Provisions of proper services and proper maintenance
affairs in hotels have great impact on the attitude of the guest. Therefore, hotel engineering
department has big responsibility in satisfying guest demand and be instrumental in maintaining
the profit level of hotels up to reasonable standard.

Works that fall under the engineering department is :

 Civil engineering
 Care of ground and swimming pools
 Mechanical maintenance
 Electrical system and appliances
 Audio visual equipment
 Heavy cleaning
 Communication and networking system
 Fire prevention and fighting equipment
  Waste management
 Energy management
 Minor repairs etc.

g) Human resources management

Is the management of people to achieve behavior and performance levels that will enhance an
organization’s effectiveness. It is a management function that helps managers plan, recruit,
select, train, develop, remunerate, and maintain members of an organization.

Hotel HR encourages individuals to set personal goals and rewards, guiding them to shape their
behavior in accordance with the objectives of the organization that employs them. HRM was
traditionally called Personnel Management, a term that was used in the restricted sense of hiring
and managing employees.

Roles of HR management:

 Talent management
 Compensation and benefits
 Training and development
 HR compliance
 Workplace safety

Responsibilities of HR management:

 Job analysis
 Purpose of job analysis
 Recruitment
 Selection
 Orientation etc.

h) Food production Department

The Kitchen department is a sub-department of the Food and Beverage operation of a hotel. It
deserves special mention because some supervisory and executive positions are occupied by
highly skilled individuals. They are also well paid and headhunted by the best! This may sound
like a very enticing career option, but bear in mind that it takes many years of hard work and
passion to excel in this area.

The food production department, commonly called the Kitchen department, involves the
preparation of food, while the delivery is done by the F&B department.

Food production Department includes:

  Main kitchen
 Banquet kitchen
 Soup section
 Pantry section
 Pastry section
 Bakery and confectionary

Responsibilities of food production:

 Receive food items and appropriate storage

 Operate food processing equipment
 Sort food items according to their types
 Prepare food on time
 Maintain foods quality and quantity
 Maintain foods nutritional value
 Maintain foods hygiene
 Provide food knowledge etc.

1.2.1 Hotel the Kingsbury outlets

Restaurant
Bar
Lounge
Club
Casino
Banquet
Terrence

1. Restaurant

For now two restaurant are available at hotel the Kingsbury

 All day dining
 Veg restaurant and
 Fine dining restaurant under construction

2. Bar

For now there is three bar opened at hotel the Kingsbury

 All day dining bar
 Pool bar and
 VIP lounge bar
 3. Lounge

For now VIP lounge is available

4. Club

Night club under construction and going to open very soon

5. Banquet

For now 500 capacities banquet hall is available and 5000 capacities hall also going under
construction

6. Casino

Casino also under construction and it could be open very soon

7. Terrence

More than 50 PAX capacity Terrence restaurant also available for now

CHAPTER: II PRESENTATION AND ANALYSIS

2.1 Food and Beverage service

The food and beverage service is a process of preparing, presenting, and serving food and
beverages to the customers. Food can include a wide range of styles and cuisine types. These can
be classified by country. Beverages include all alcoholic and non-alcoholic drinks. Alcoholic
beverages include wines and all other types of alcoholic drinks such as Cocktails, Beer, Ciders,
Spirits, and Liqueurs.

In the foodservice industry, there are a number of different industrial sectors and these are
categorized according to the type of customer demand being met.

Food and Beverage department oversee all the food service operations and they coordinate menu
with the executive chef for the hotels restaurant, lounge, and room service operation. They
supervise the ordering of food and supplies , direct service and maintenance contract with his
kitchen and dining area, and manage food service budget.

2.1.1 Types of food and Beverage service

 Table service
It’s a service to the guests laid on the table it includes:
1. Silver service or English service
2. Family service
3. Russian service
4. American service
5. Bar counter service
6. Butler service

 Silver or English service

Presentation and Service of foods to the guests by the waiter from a food platter and dish
on the table

 Family service
The main course is plated with vegetables places in multi portion dishes on table for the
guest to serve themselves

 Russian service
The table is laid with food for customers to help themselves.

 American service
Service of pre-plated food to the customer.

 counter service
Service to customers seated at a bar counter on stools.

 Butler service

Presentation of food individually to a customer by food service staff for a customer to

serve themselves.
  Assisted service
It is the combination of table service and self-service e.g. Buffet service: It is the service
where customers select food from a display or buffet counters and consume it either at
table or standing or lounge area.

 Self service
Customers help themselves to the food and drinks e.g. cafeteria: customers queue in line
formation in front of service counters and pick up food requirements in stages and led
them on a tray.

 Single point service

It is a service to customers at a single point where the food can be consumed on the
premises or taken away

2.1.2 Food and Beverage sequence

 Welcome the guests

 Serve or pour the water
 Present the menu card
 Take the food and beverage order
 Serve the food and beverage items
 Clear the table
 Present the menu

2.1.3 Responsibilities of food and beverage service

 Greet customers and answer their questions about menu items and specials
 Take food or drink orders from customers
 Relay customers’ orders to other kitchen staff
 Prepare food and drink orders, such as sandwiches, salads, and coffee
 Accept payments and balance receipts
 Serve food and drinks to customers at a counter, at a stand, or in a hotel room
 Clean assigned work areas, dining tables, or serving counters
 Replenish and stock service stations, cabinets, and tables
 Set tables or prepare food trays for new customers

2.2 position
My internship position is waiter of the food and beverage department. Everyday things are done:
linen inventory and cleaning, tea service, position, tableware, cleaning and countertops.
Everyday, I do all the preparation as required , as well as service works when guest dine.

2.2.1 My responsibilities in first month at hotel the Kingsbury

 Fulfilling tasks set out by supervisors from several departments.

 Attending meetings and taking minutes.
 Performing research at a supervisor’s request.
 Helping the senior staffs
 Clearing the back area of hotel
 Taking information and knowledge from senior staffs
 Taking training about communication skills
 Training for drinks making

2.2.2 responsibilities after 1 month at hotel the Kingsbury

 Taking the training for the communication skills

 Taking training for the food hygiene and sanitization
 Pick-up the foods from the kitchen
 Taking the order
 I was assigned as a section holder
 Communicate with the guests to know their choices
 Suggest the guest about foods
 Making the drinks
 Servicing the food and beverage to the guests table

2.2.3 My responsibilities after six mouth At hotel the Kingsbury

 Handling the guests

 Handling the small problems and compliant
 Engaging with the guests
 Making the bills
 Handling the cash
 Reporting the cash to the front office
 Reporting problem to the supervisor and Manager
 Suggesting the new ideas and techniques to the new intern and trainees

2.3 Job overview

Hotel the Kingsbury is Newly opened hotel so when I joined over there I had to do lots of things
it includes:
  Cleaning the areas
 Taking the equipment on the place
 Cleaning the equipment
 Storing the equipment
 Recording the inventory
 Receiving the new equipment
 Cleaning the restaurant, bar , Terrence etc.
 Cleaning the banquet
 Setup the banquet
 Layout of restaurant
 Setup the bar

2.4 Hierarchy of food and beverage Department

 FOOD AND BEVERAGE MANAGER

ASST. FOOD AND BEVERAGE

MANAGER

ROOM SERVICE RESTAURANT

BAR MANAGER BANQUET MANAGER
MANAGER MANAGER

CAPTAIN BAR TENDER ASSIT. MANAGER ASSI. MANAGER

OERDER TAKER WAITER/WAITRESS CAPTAIN CAPTAIN

WAITER/WAITRESS WAITER/WAITRESS WAITERS/SERVERS

TRAINEES TRAINEES
TRAINEES
2.5 Problem faced and solved

 Lack of brand awareness

 Limited resources of technology
 Competition with co- intern
 Too much works

There is lots of problem I faced at beginning but time has changed everything I work hard and
made myself comfortable for the position. I never worked before so there is lot’s of challenges
has to face and hotel the Kingsbury provided me lots of training which helps me to do better and
solved the problems. After that lots of problem I solved it includes:
 Shortage of well trained staff
 Guests handling problems
 Order taking problems
 Food and beverage knowledge problems
 Responsibilities problems etc.

2.6 Experience and experience

Through this internship, I found out my own shortcomings. Due to the lack of work experience
in the hotel, many times I don’t know how to deal with various request made by the guests,
resulting in various small mistakes in the work, which brings a lot of inconvenience to the
colleagues. However, the mistakes are not terrible, the most important thing is to do wrong.
Things must be corrected in time and can be taken as a warning, no longer make similar
mistakes, and there will be progress If there are mistakes. Therefore, I often consult my
colleagues, learn from my colleagues with humility, continue to reflect and summarize,
accumulate lessons, and strive to improve my ability to adopt.

2.7 Observation during internship

There is lots of things I observed at hotel the Kingsbury while working as an intern:
 Reception opened 24 hours with multigoal staffs
 The property is centralized air condition
 There is doorman service and valet parking
 There is personalized greeting for each guest
 There is minibar and food and beverage offer via room service during 24 hours
 There are personal care products in flacons
 There is internet pc in the room
 There is safety locker the room
 Services are like ironing
 There is turndown service in the evening
2.8 Lesson learnt

It teaches me about prioritization, about swift problem solving, about communication, about
humility, and about how people act when they’re seriously hungry—like monsters—and how to
keep a smile on my face despite that.
Working in hospitality means truly working with a team to get through a rough shift. It means
interacting with customers you mqay never have met otherwise. It’s gathering stories you would
never have heard. It’s building empathy, for people who seem rough on the surface. Rather than
writing off the old lady who always wants her soup piping hot, maybe ask her how her day was.
Because maybe you’re the only person she talks to today.
In short, working in hospitality teaches you real-life soft skills that you will carry throughout
your entire life. You will have great experiences and you will have bad ones. You will probably
cry mid-shift (I know I have). Here are a few lessons I took away from my time sweating
through a challenging weekend shift.
 How to prioritize multi tasks
 Proactively problem solved
 Practice patience
 Always have empathy
 Respect everyone
 Be responsible
 Have entirety

CHAPTER III: SUMMARY, CONCLUSION AND RECOMMENDATION

3.1 Summary

As far the learning by observation is concerned, I did learn many techniques of working in each
department just by observing from seniors and managers. Here are some things that I observed
and experienced to learn on work. I was positioned on the different departments and allow
working in hand to hand with the seniors which was more fruitful than four years theoretical
course that I gained in the college.

So as to summarize, hotel the Kingsbury is one of the best hotels in Nepal which offers the
exceptional service to the customer. Yes, I can be the philosophy that everyone works for
Kingsbury lives by. It’s the attitude we bring to work at. Positioning in the particular department
for the specific periods doesn't means that you won't be working on others if needed. All the
departments are closely inter-related to each other and working on each department boost up the
confidence and enthusiasm on the working area.
3.2 Conclusion

The internship exposure makes me feel realize that theoretical education is not enough to allow
graduate to perform at a higher level. In the real floor, analytical skills are not enough. Students
must have both theoretical as well as practical knowledge. By effectively using internships,
students will increase their skills and make them valuable in the job market. Their employers will
benefit as well, and they can increase the efficiency of their business.

I came to believe that a successful person needs to have professional, strong and good public
speaking skills since their job scope includes them with large amount of communication
imperative to verbal and written communication. A person also needs to possess creative skills
and reinventing himself in order to survive in the dynamic environment. We also need to have a
good people skill, which we should be able to communicate as well as interact with other
working professional including pals and clients of the hotel.

The internship I have just went through have made up my mind that hospitality industry is my
cup of tea, and the passion that I instill since secondary school really reinforce me to involve in
the industry. I will definitely be pursuing my career in hotel. I believed that one day I will
achieve personal goal.

3.3 Recommendation

On the basis of my analysis and findings, I would like to draw the following recommendation for
further enhancement of the business of hotel the Kingsbury:
 Goal Interdependency: All the staffs, from the manager to the employee. They are more
focused on their own particular goal to complete. So, it's being more difficult to achieve
the one particular goal of the hotel I.e., quality achievement.
 It is very difficult to find the one men army but still the tradition is followed. Specialized
person on the particular job should be adjusted rather that the rotation of the job on the
month's basis.
 Younger generations are the global hospitality leader. The concept lacks among most of
the senior employees. They treat themselves as the superior leader and that is the problem
on few younger generation's employees on the hotel. Older techniques, older ways are not
achieving the new needs of the customer satisfaction.

3.4 Major achievements of training

 Learn new skills

 Put what you have learnt at college into practice
 Build the resume
 Meet new contacts
  Get a foot in the door with a preferred employer

BIBLOGRAPHY

Personal involvement in the hotel

Information collected from different departments and staffs of hotel

Hotel websites
 Hotel The Kingsbury.com
 Hotel The Kingsbury, Birtamod –(booking.com)
 www.hotelmanagementtips.com
 www.truity.com
APPENDICS