1

Internship Report

Submitted in partial fulfillment of the requirement for the award of the degree
of

Bachelor of Business Administration in Hospitality Management

By

Paavni Chatwal

Registration No: 211350650022_____________

Semester III

Batch 2021-2024

Supervisor

Ms Ambika Chauhan Nair

Gurugram University

Sector 51, Gurugram, Haryana 122003

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Internship Report

Submitted in partial fulfillment of the requirement for the award of the degree
of

Bachelor of Business Administration in Hospitality Management

By

Paavni Chatwal

Registration No: _____211350650022____________

Semester III

Batch 2021-2024

Supervisor

Ms Ambika Chauhan Nair

Gurugram University

Sector 51, Gurugram, Haryana 122003

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CERTIFICATE OF COMPLETION
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Certificate by Supervisor

I certify that this Internship report submitted for the partial fulfillment of the

degree of BBA – Hospitality Management by Mr./Ms__Paavni

Chatwal_____________________

is made based on an internship carried out by him/her during the period from

___16 August 2022__________ to ____7 January 2023________ under my guidance and

supervision, and that

this work has not formed the basis for the award of any Degree, Diploma, or other

Titles in this University or any other University or institution of Higher Learning.

___________________________

Ambika Chauhan Nair

Asst. Professor
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Certificate of Genuine Work

I, __________________Paavni Chatwal____________________hereby declare that this

report

made on the basis of Internship pursued at ____________W Goa____________(Name of

the Hotel /Organization) from ___16 August 2022________________to _______7 January

2023_____Gurugram

University Registration No-_______211350650022_____________College Roll

No.__________21BBAHM041_______________

in partial fulfillment of Bachelor of Business Administration in Hospitality

Management Semester III is my original work and has not formed the basis for the

award of any degree, diploma, or any other similar titles either in Gurugram

University or any other University in India.

(Signature)_______________________________

(Name in Capital)______PAAVNI CHATWAL_________________________

Batch___2021-2025____________________________
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ACKNOWLEDGMENTS

I would like to begin by expressing my sincere gratitude to the Indian School of

Hospitality, moreover to Ms Smeetha Guha, Dean Hospitality Studies, Mr Anupam
Mukherjee, Head of Career Development and Placementsand W, Goa for providing
me with the opportunity to achieve my training at W, Goa I would also like to extend
my gratitude towards our Training Manager along with all associates of W, Goa who
facilitated in my learnings throughout this period and helped me grow as an individual
who has an all-around better understanding of hard work and dedication
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INTRODUCTION TO W

The training took place in a welcoming and open environment, respecting W Goa’s mission
and visions in the line of sight. It has been a pleasurable journey and has imparted skills that I
will carry forth into my future. I will forever be grateful to be a part of this short yet inspiring
journey and look forward to carrying these memories with me. Situated between the jungle
and coastline, W Goa has 160 guestrooms, including villas, chalets, a Marvellous Suite, and
an Extreme WOW Villa. A one-hour flight from Mumbai and a 90-minute drive from Goa
International Airport, this W Escape overlooks the Arabian Sea and spans 25 acres of beach.
Owned by Starwood Hotels & Resorts Worldwide, this is also the first launch after the
group's mega-merger with Marriott and marks the 50 th property in the world.

MARRIOTT

The company that began as a nine-seat A&W root beer stand is recognized today as a top
employer for its superior business operations, which it conducts based on five core values:
put people first, pursue excellence, embrace change, act with integrity, and serve our world.
8

1927

Newlyweds J. Willard and Alice S.

Marriott, along with business
partner Hugh Colton, open the first
A&W root beer franchise in
Washington, D.C.

1927

The Marriotts add hot food

items to their menu--a first for
A&W franchises--and the name
"Hot Shoppes" is born.

1928

The Marriotts open two more Hot

Shoppes, including the East Coast's
first drive-in restaurant

1937

In-flight airline catering debuts

when Hot Shoppes begins delivery
of boxed lunches to passengers at
Hoover Airport, south of
Washington, D.C.
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1953

Hot Shoppes, Inc. stock becomes

public at $10.25/share and sells out
in two hours of trading.

1959

Key Bridge Marriott opens. Two-

year-old Debbie Marriott, Bill and
Donna’s daughter, snips the ribbon.
1969

Marriott opens its first international

hotel in Acapulco, Mexico.

1972

Marriott partners with Sun Line,

becoming the first lodging
company to enter the cruise
business.
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1972

J.W. Marriott, Jr. is named Chief

Executive Officer of Marriott.

1984

The first JW Marriott, named in

honor of founder J. Willard
Marriott, opens in downtown
Washington, D.C.

1988

Marriott opens its 500th hotel in

Warsaw, Poland, the first western-
managed hotel in Eastern Europe.

2004

The first Bulgari Hotels & Resorts

property opens in Milan, Italy.
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2009

Marriott launches Autograph

Collection, a new brand of upscale
and luxury independent hotels

2012

Arne Sorenson becomes President

and CEO of Marriott International

2013

Marriott debuts MOXY HOTELS

– The new brand is the company’s
first entry into the economy tier,
three-star hospitality segment in
Europe

2016

Marriott International acquires

Starwood Hotels & Resorts,
creating the world’s largest hotel
company with 5,700+ properties
offering more than 1.1 million
rooms across 30 brands in over 110
countries.
12

2021
Anthony Capuano (left) becomes
Chief Executive Officer and
Stephanie Linnartz (right) becomes
President of Marriott International.

2022
After more than 60 years of
leadership, Bill Marriott (left)
retired as Executive Chairman, and
his son David Marriott is elected
Chairman of the Board.
13

W GOA: Mission and Vision

W Goa’s main mission concerning its values is to ignite curiosity amongst everyone familiar
with their brand and expand over the entire world. They believe that people are the most
important factor for creating and enhancing a brand and constantly raising the bar for the
same people. “They are the spark that makes it happen. The ones who never stop exploring,
are pulled to the energy of people and places. True to themselves and open to everything.
They make the world their own and bring the crowd together.”

Marriott- as a dynamic company has 4 core values to constantly go above and beyond
people’s expectations and keep them coming back for more. An ever-changing company
Marriott continues to go with the times and flows with the current. The company continues
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To enhance the lives of our customers by creating and enabling unsurpassed vacation and
leisure experiences. The core values are originality, Curiosity, Momentum, and Daring.

Originality:

“We celebrate individuality”

“We embolden others to be their true selves. Don’t just welcome self-expression but
encourage it. Cater to the character of each guest.”

Curiosity:

“We crave fresh perspective.”

“We have an insatiable appetite for culture. Always seek out new ideas. Create a playground
for guests to explore.”

Momentum:

“We focus on the future.”

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“We only look forward. Constantly raise the bar. Thrive on positive change.”

Daring:

“We aren’t afraid to take risks.”

“We go after big ideas and make them happen. Set precedents, exceed expectations, and
stand out. Make our path.”

W hotels strive to create a personality of their own, one that sets them apart from the others,
one that redefines luxury into never before. Whatever Whenever the infamous W service
allows everyone to let loose and let go. W hotels revel in bold ideas and indulge in the
unexpected. “Let go, let loose – That’s half the fun”

W was born from the mix of eclectic cultures and vibrant energy of New York City. Today,
W takes that 24/7 vigor worldwide,
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ESCAPE TO THE EDGE OF INDIA AT W GOA

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Mix and mingle with other globe-trotting trendsetters, multicultural mavens, and ex-pat
yogaphiles at W Goa in Vagator, Bardez, North Goa. Our five-star resort is the gateway to
West India's famous New Age raves, where "psytrance" dance music first gained a foothold.
Stroll Vagator Beach under the moonlight or head up to HillTop for North Goa's best parties.
Greet the sunrise on the Chapora Fort Trail and use your cliffside vantage point to scout a
sandy spot by the Arabian Sea. Our hotel bar at ROCKPOOL offers views next to the WET®
outdoor pool, while Away Spa tempts you with body wraps, steam rooms, and therapy baths.
Work off your fish thali lunch at FIT®, our 24/7 gym with elliptical and personal trainers,
then kick back in a villa in the Great Room. Each room at W Goa includes a Portuguese-style
balcony. Relax with a pillow-top mattress, marble bathroom, and free bottled water.
Breakfast and Wi-Fi are on us, too. This is India like you've never experienced it, so take it
easy at W Goa in Vagator Beach.

W Goa is separated into 4 core departments as well as supporting departments which equally
play an important role in providing an unforgettable experience for the guest. The W lingo
fits in with the W vibe and makes its way through the departments, every associate is known
as a talent and a supervisor a talent coach since they believe that everyone who walks through
their doors comes with a specialized set of skills that sets them apart. The 4 departments are
as follows:

1. B&F (Food and Beverage): Putting beverages before food fits in with the Goa vibe
since traveling to Goa is usually directly linked to letting loose. Beer is usually served
as a welcome drink along with mocktails.
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Head of B&F department

Restaurant Manager

Assistant Restaurant Manager

Talent coach

Talent

2. Cuisine (Food Production): It is said that a way to a person’s heart is through their
stomach, W Goa is known for its amazing experiences and views with the food that
goes along with it. The principle of never saying no to a guest and “whatever-
whenever” extends to the kitchens where chefs go out of their way to make sure a
beautiful dish is presented to a guest to not only make their stay comfortable but be a
part of the unforgettable W experience.
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Executive Chef

Executive Sous Chef

Chef de Cuisine

Jr. Sous Chef

Chef de Partie

Commi 1

Commis 2

Commis 3

3. Style (Housekeeping): Housekeeping ensures a smooth stay for a guest before their
arrival. Simply put, if the housekeeping department didn’t exist the sales and
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reservations department would have nothing to sell. Housekeeping is responsible for

keeping in mind guest preferences, likes, and dislikes as well as making them feel
special in case of any occasions such as birthdays, anniversaries, and weddings.

Executive Housekeeper

Assistant Housekeeper

Uniform room supervisor Floor supervisor Public area supervisor Laundry supervisor

Uniform room attendant Room attendants Public area attendants Laundry attendants

4. Welcome (Front Office): Welcome is the first department to ever meet a guest,
whether it is the concierge/information desk or a guest relations manager. This
department can single-handedly make or break a guest’s stay. Upon arrival, guests are
offered a welcome drink. Welcome is responsible for fulfilling guest requests and
handling guest complaints and ensuring their stay is smooth from the time of their
arrival to their time of departure
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5. Loss & Prevention (Security): LP officers are responsible for the safekeeping of the
hotel and keeping an eye on or reporting any threats which may cause serious
repercussions as well as leading the investigations on missing items that guests may
have left behind at venues and following up on leads about the same.
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Director of security

Security Manager

Security Supervisor

Security Officer

Security Officer Doorman

6. Marketing and Sales: Marketing is responsible for carrying out promotional

collaterals for the hotels, concerning events and celebrations while sales are
responsible for selling and upselling hotel facilities and the same promotions to
concerned guests
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Director of Sales and Marketing

Assistant marketing manager

Events and Banquet Manager Sales Manager Social Media Manager Revenue Manager

Events and Banquet Executive Sales Executive Social Media Manager

W GOA: ESCAPE TO THE EDGE OF INDIA AT W GOA

Welcome to W Goa, where you’ll wake up every day trying something new and exploring
something new with its never-ending array of facilities and recreational activities to try out
catering for all ages and all personalities.

ACCOMMODATIONS: NO WHITE WALLS

“Kick back in one of 121 luxury hotel rooms or villa-style suites discreetly spread out across
our private stretch of the Goa coastline. In each villa and suite, scenic views complement
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custom furnishings drawn from local traditions and adorned with creative and modern
nuances.”

W Goa, a luxury hotel consisting of 121 rooms is split into 10 room categories from their
base categories to suites, villas, and cottages:

 Wonderful Rooms
 Spectacular Rooms
 Marvellous Suite
 Fantastic Garden View villa
 Fantastic Sea View Villa
 WOW Villas
 Fantastic Sea Sky Chalet
 Cozy Cottage
 Garden Chalet
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The

wonderful, Guest room, 1 King, Balcony

The wonderful room is the base category room of W Goa with a size of 52sqm/560sqft. There
are in total 42 wonderful rooms in the property.

The wonderful, Guest room, 2 Queen(s), Balcony

The base category room with 2 queen sized beds and triple occupancy, with a size of
52sqm/560sqft.
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Cozy Cottage, 1 King

With only 2 cottages in the entire property, the Cozy Cottage is spaced out over
288sqft/26sqm

Spectacular, Patio, Guest room, 1 King

These rooms are ranked right above the Wonderful rooms at W Goa and offer a balcony as
well as a patio space for lounging. There are 52 Spectacular rooms spread out over
62sqm/667sqft
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Marvellous, Suite, 1 King, Balcony

There is only one Marvellous suite in the entire property with a separated living room and
dining space as well with an interconnecting room spread out over 90sqm/968sqft

Fantastic, Chalet, 1 King, Garden view

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Fantastic, Chalet, 1 King, Sea view

Fantastic, 1 Bedroom Villa, 1 King, Garden view

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Wow, 2 Bedroom Villa, Bedroom 1: 1 King, Bedroom 2: 1 King, Seafront view

The WOW Villa has a maximum occupancy of 5 people with 2 connecting bedrooms and
spread out over 90sqm/968sqft

DINING

W has something for everybody’s taste, be it fruity cocktails, finger bites, or a scrumptious
Pan Asian meal, they’ve got it all. W Goa has 4 major outlets:

THE KITCHEN TABLE

Ignite your appetite at The Kitchen Table.

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Located conveniently adjacent to WET, The Kitchen Table is the infamous all-
day dining outlet. A local all-day restaurant in Goa transforms the ingredients
used from the region into unique and varied global classics. The diverse menu
offers something for everyone. The timings for the outlet are:
 Breakfast: 7:00 AM-11:00 AM
 Lunch: 12:00 PM-4:00 PM
 Dinner: 7:30 PM-11:30 PM

WOOBAR

Lounge by day and dance by night at WOOBAR. This restaurant and pub
feature a prime location overlooking Vagator Beach in Goa, where we craft a
festive vibe with live DJ beats, colorful cocktails, and flavourful bites. This
signature bar x living room vibe fits perfectly with the theme of W. The
timings for the outlet are 11:00AM to 11:00PM

ROCKPOOL
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The perfect sundowner

Mix and mingle at this sleek restaurant, perched along a naturally carved
cliffside façade. Rockpool sets you up under the shadow of Goa's Chapora
Fort, overlooking the Arabian Sea and Vagator Beach. Enjoy breathtaking
views as you savor the sunset. The timings for the outlet are 11:00AM to
12:00AM

SPICE TRADERS

Epicurean Pan-Asian flavors and fab Arabian Sea and Vagator Beach view set
Spice Traders as a true breath taking restaurant in Goa, India. This restaurant
combines an al fresco terrace with creative seafood and meat-centric dishes
from master chefs. The timings for the outlet are 1:00PM to 12:00AM
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EXPERIENCES

Known as the playground of Bollywood, W has hidden gems at every corner

that will leave you waking up craving something new every day. Let go and
let loose – That’s half the fun!

The AWAY Spa by W Hotels in India offers a unique massage experience

with the help of skilled professionals and natural ingredients. Located in Goa,
this spa is sure to please anyone looking for some pampering time.

Detox, Retox, and Repeat

Get energised and FUEL Your Body at FIT® or FUEL. Our intimate and
innovative fitness centre features advanced training equipment including
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Precor treadmill, stationary bike, cross-trainer, and multi-station strengthening

machines and weights.

Relax and let go at the WET deck. Dive into the deep end of adventure while
enjoying scrumptious bites from The Kitchen Table.

FOOD AND BEVERAGE

W has a language of its own, in W fashion the Food & beverage department is more
commonly known as the Beverage & Food department since drinks before food fits with the
Goa vibe.

At W Goa, there is something for everybody, a wide array of cuisines and flavour palettes for
every person that walks through the doors. The Whatever-Whenever trend set of W allows
every talent to display their specialized set of skills when it comes to service and making
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drinks out of local ingredients and making something out of nothing. W Goa has 4 major
outlets which provide something for everybody

 The Kitchen Table – The all-day dining restaurant mainly specializing in

North Indian and Continental cuisine
 Woobar – The signature W bar relevant in all W properties and mixes the
welcome energy with scintillating energies and colorful drinks
 Rockpool – The sundowner bar with amazing views and even better sunsets
 Spide Traders – The Pan Asian specialty restaurant with the famous bar
Sylvia, specializing in gin and tequila cocktails

The Kitchen Table is the all-day dining restaurant of W, specializing in local

Goan cuisine and especially famous for their Goan Thali. Located completely
adjacent to the WET deck, the restaurant has convenient indoor and outdoor
seating and a back-of-the-house bar which produces guests’ favorite drinks
and has beautiful displays placed over the restaurant. Following the ‘no white
walls’ trend of W, the Kitchen Table is beautifully decorated with chandeliers
and famous paintings, namely by Subodh Kerkar and Lucas Beaufort. The
timings for the outlet are:
 Breakfast: 7:00 AM-11:00 AM
 Lunch: 12:00 PM-4:00 PM
 Dinner: 7:30 PM-11:30 PM
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The signature Woobar combines the living room and Woobar transforms into
an electric lounge at sundown from a serene hangout spot with friends.
Woobar is responsible for impressing guests with the skills of welcome drinks.
Woobar is the perfect place to let go any time of the day whether it is having a
shisha delivered atoyour table or enjoying a cold treat from the Minus Thirty
stand. The timings for the outlet are 11:00AM to 11:00PM

Rockpool is the perfect sundowner bar with amazing views, sunsets, and even
better drinks. Our Insiders will tell you that Rockpool is the place to be after
dark since the party never ends here. Relax in the pool or let loose on the
dance floor with amazing beats by DJs from all around the world. Watch the
sunset while the waves crash against the shore on the infamous Vagator Beach
with direct access to the beach. The timings for the outlet are 11:00AM to
12:00AM
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Spice Traders is W Goa’s Pan Asian specialty restaurant, serving exuberant flavours of
Chinese, Japanese, and Thai cuisine The restaurant has two floors with the bar Sylvia housing
on the top floor specialising in Gin and Tequila cocktails and a private dining room as well.
The Main Dining Area (MDR) has 10 tables and 35 covers, while the upper deck which is
also divided into indoor / outdoor seating space. The indoor has 6 tables and 20 covers. The
alfresco seating has 14 tables and 38 covers. The private dining room also known as PDR has
a seating capacity of 13 guests. We only give out the PDR if there are more than 8 guests or
the guests want to enjoy their personal space with their loved ones. A lot of food tastings for
wedding groups or celebrations groups as well as food tasting trainings take part in the
private dining room

Spice Traders also hosts the weekly Drunch on Sunday with a buffet layout of sushi, cold
pizzas and many more live stations and three packages for guests to enjoy a quiet afternoon
with live music.

The timings for the outlet are 1:00PM to 12:00AM

Expectations: I had expected to get a better understanding of how service is carried out in a
fast-moving environment and how service varies from the type of outlet as well as how to
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cater to guest needs and guest requests in respect to the Whatever Whenever trend set by W
Goa

Reality: I gained immense exposure in restaurant live sections which included order taking
as well as service and learned the differences in service in an all-day dining restaurant as
compared to a fine dining restaurant such as Spice Traders

Front Office

The ‘Living room’ is beautifully adorned with tight-knit ropes depicting the Arabian sea and
has a vibrancy to it, with bold colors and no white walls. Elements of Goa are constantly
incorporated into the design of the hotel, constantly keeping it fresh and alive.

More commonly known as, Welcome practiced and preached about being a guest’s best
friend as they walked into the property and assuring them constantly that the entire team
would be there for them day and night. As soon as a guest walked in, they were made to sit
down and feel comfortable before being offered the welcome drink, usually the Mocktail of
the day or a Beer before efficiently assisting them with their check-in, the main software used
in W Goa is opera and for taking orders for In-room dining the software used is Infrasys.
Coordination between Welcome and Woobar was the most important during these times.
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Every guest is assigned an ambassador, a Talent who will be in constant contact with them
before their arrival and during their stay to ensure they have a smooth stay and to tie up any
loose ends. A next-day arrival meeting is held every evening to discuss the following arrivals
with every department and to make sure everybody stays on the same page and to avoid any
discrepancies. Coordination with welcome and the other departments such as the bakery is
very important for special room amenities, celebration cakes, and Wow Arrival cakes, a
special welcome carried out for elite guests with a cake and bottle of champagne popped
upon their arrival.

Expectations: I had expected to learn the standard check-in procedure and to fulfil guest
requests as well as constantly be aware of my surroundings and how to connect with guests.

Reality: As expected, I was always made conscious and aware of my surroundings and
eventually took on more responsibilities as well as answered internal and external calls and
attended next-day arrival meetings for special amenity forms.

Kitchen

Widely recognised as the cuisine department, the chefs go above and beyond to provide
flavourful dishes with local Goan ingredients, turning them into dishes can make a meal look
and taste amazing. The Whatever-Whenever trend doesn’t stop when it comes to the kitchens
either, chefs go out of their way to provide guests with a memorable meal.

During breakfast operations, all sections of the main kitchen create daily pass-arounds, which
are complimentary snacks passed around the restaurant, and often leaves guests asking for
more

The kitchens at W are further divided into:

 Commissary
 Butchery
 Main kitchen (Indian, Halwai, Continental, Tandoor)
 Bakery
 Garde Manger
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SUB DEPARTMENTS IN THE KITCHEN

I. Garde Manger: Also known as the cold kitchen, the Garde Manger is responsible for
providing all cold items for the buffet and preparing a la carte orders for sandwiches
and salads. The night shift chef is in charge of producing the morning breakfast buffet
products, such as cut fruits, chia pudding, bircher muesli, cold cuts, fresh coconut
water, detox drinks among many other things

II. Butchery: The Butchery is responsible for providing different meats and seafood cuts
to the other departments such as the Tandoor or the Asian kitchen. The different cuts
are separated by the colour coded cutting boards which are extremely durable

III. Main Kitchen: The main kitchen is divided into different sections in terms of the
cuisine, the same are: Continental, Indian, Halwai, Tandoor. The main kitchen is
responsible for providing pass arounds during breakfast operations and preparing
starters, as well as setting up live stations for lunch and dinner operations. In case of
the Continental section of the kitchen, the live stations usually set up during breakfast
operations is an egg counter, whereas for lunch and dinner operations, a pasta and
wood-fired pizza station is set up.

Expectations: I was eager to learn about the different preparations for dishes for operational
hours, as well as prepare a la carte orders and work in all departments of the kitchen and
work at live stations

Reality: My learnings for the most part was mainly confined to the continental section.
While I learned plenty in the butchery. I was unable to achieve my goals to the fullest in the
main kitchen.

Housekeeping
40

In the famous W lingo, the housekeeping department was more commonly called
style throughout the hotel since it is their responsibility to make the rooms always
looking perfect.
The day starts off with the morning briefing carried out with all talents, discussing
any elite arrivals or special requests or preferences for the day and collecting soil bags
and dusters from the linen room, followed by the maid’s trolley being set and
replenished with all amenities and collaterals, before filling in a discrepancy report for
the particular block or floor being worked on to fill in an update on the room status
before service. The room cleaning is carried out in an anti-clockwise direction starting
from the bedroom making our way towards the bedroom door. Usually there are two
people assigned to every room, while one works in the main bedroom, the other talent
works in the en suite bathroom. At the end of the day, a dailt logbook is maintained to
mark all room statuses and any additional information such as special cleaning and
guest requests.

SWOT Analysis

Marriott is a multinational company based in America and is doing hotel business

worldwide. Marriott SWOT Analysis deals with the key features like the strength of
the company, the weaknesses, the opportunities, and the threats faced by the
company. The SWOT Analysis of Marriott will put in front all the future problems
that the company might face. SWOT Analysis for Marriott is the only best option to
deal with these problems.

I. STRENGTHS :
 Presence all over the globe: Marriott is a global name. No matter
where you are, in whichever country, what’s that country’s economic
and political conditions, you will be able to find a J. W. Marriott there
without any doubt. Marriott is present in over 127 countries all across
the globe.
 Customers are loyal: When you have customer loyalty, it is natural
that you will have a very successful business. Marriott flaunts a set of
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loyal customers who, no matter what, will stand by the hotel chain at
any cost.
 Worldwide impeccable reputation: Marriott is one of the best, with a
constant good reputation in the market. Customers know that this five-
star hotel has everything that someone would want and need. Marriott
has held on to its position on Fortune 500 list for over 21 years.
 Fast moving brand: Marriott hotels, especially W hotels seem to
always stick with trends and are a very fast forward company and
indulge in the unexpected and something new constantly

II. WEAKNESS
 Poor ways of data protection: Marriott’s data protection tactics have
been under question for the past years. Its customers want their
personal information to be safe in the hands of the company, but they
failed to do so on many occasions.
 Family-focused positioning: Marriott is a family-focused business in
the market viewpoint, but the hospitality industry now depends on
single millennials. Hence, it serves as a disadvantage for Marriott.
 oo strict code of conduct: Understandably, you need strict policies to
run a successful business-like Marriott, but too much strictness can do
more harm than good. Employees might find it hard to work perfectly
if under continuous strict surveillance. 
 Problems with the law: If you have problems with the law, your
reputation is sure to get tarnished. Marriott got sued for blocking a
customer’s Wi-Fi. Thus, it affected their business.

III. OPPORTUNITIES:
 Entering emerging economies: To expand its reputation and business,
Marriott needs to include emerging economies in its customer list.
 Offer diversified services: The new generation is all about getting the
best services, so providing them with the basic amenities won’t do
anything. Marriott needs to provide them with personalized services.
42

 Demographic shifts: With the involvement of more and more

millennials and Gen Z into the customer pool, the company could do
more to look the part of a youthful company.
 Expansion to related sectors: Holding on to just the central sector of
the business is not good enough. Marriott needs to spread its wings and
expand to the sectors related to the core business, like Airbnb.

IV. THREATS:
 High competition: No matter what sector, the competition in today’s
economy is always high, especially if it’s a booming industry like hotel
management. Marriott needs to do things differently from its
competitors if they want to attract more attention.
 Pandemic: The pandemic has caused enough damage to the business
world. It caused losses and was more than a year-long break from any
income. Like any other five-star hotel chain, Marriott faced a massive
decline in revenue, which was unwelcome.
 Global recession: The pandemic has caused the whole world,
including the significant economies, to face the onset of a recession.
The world’s economy is still struggling to hold on to the barest amount
of economic growth. The customer pool has indeed gone down for
Marriott, and so have its profits.
 Chances of terrorist activities: Attacks by terrorists are a thing that
has happened again and again in five-star hotels. Even with high-class
security, someone can breach into the hotel with malicious intentions.
Marriott needs to secure the area more strictly.

AWARDS AND ACCOLADES

W Goa being the prestigious landmark that it is has been nominated and
awarded several accolades, since its doors opened in 2016. It has held up the
W culture and the brand values that come with and kept the show running till
date
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India's Leading Resort 2022

Goa's Leading Resort 2022
Goa's Leading Resort 2021
Goa's Leading Resort 2020

Being Goa’s Leading Resort three times in a row, W has not failed to disappoint their guests. W has
always been focused on selling a lifestyle more than just a bed, a guest never pays for room at W,
they always pay for an experience and are delivered that experience on a silver platter. Rather than
white walls and mediocrity, W Goa is all about expression through designs and colours and performs
out of the box tricks which intrigues the industry and the people leading it to be the widely
recognised resort.

PROBLEMS FACED DURING TRAINING

Throughout the training, there was a constant ‘fend for yourself’ attitude displayed by most
departments which led to expectations not being met and work not being ‘up to mark’ as per
W Goa standards, while we were assured help would be offered at any given point, I was
often left feeling confused and was resorted to doing the same tasks every day, since there
was never a new learning curve. For example, In the cuisine department, the chefs were often
caught up in meal prepping constantly, I felt as if I could never raise any concerns or queries
since I would always be moved aside and given the same task as the previous day. While the
same tasks helped me grow my skills in the particular area, it became highly repetitive and
did not raise the same curiosity about the department as the other departments did. Taking
away plenty of learning from this training was my immediate goal, I walked into my first
department curious and knowing nothing about industry operations and full-scale operations,
but by the time it was my last day, I knew more than just daily hotel operations, I walked out
with a completely new set of interpersonal skills I knew how to manage my time better, how
to segregate my day based on the tasks to be carried out on that particular day, I took on more
responsibilities and knew how to manage all responsibilities with little to no help from
supervisors. I quickly learnt how to not only manage my time but work efficiently in a rushed
environment, as well as be independent on the floor and carry out operations automatically.
While W Goa is helpful by nature, it’s true to say that help does not only stop at guests but
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extends to colleagues as well, there are certain departments that require better communication
since it usually ends with a poor experience for a guest at the end of the day.

CONCLUSION

Walking into W Goa felt like walking into a big production, with all sorts of opportunities
and experiences awaiting. I realised that everyone does truly come with their own set of
specialized skills, be it the guest relations manager or the reservations associate. It is what
sets them apart. This was the start to a lifelong journey full of challenges but I have complete
confidence that there is nothing that cannot be achieved. I will forever be grateful to the
people I met along the way and the ways they were able to aid my learning throughout my
training period. This training helped me discover my own personalised set of skills and my
strengths and weaknesses. Not only did I grow as an industry professional but developed
interpersonal skills throughout my training and am truly grateful for the people that I had the
pleasure of meeting.

BIBLIOGRAPHY

 https://curlytales.com
 https://w-hotels.marriott.com
 https://www.worldtravelawards.com
 https://www.edrawmax.com
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