A SUMMER TRAINING REPORT ON JKR RESORT & SPA,

RAMESHWARAM

Submitted by

Reg. No: 911520631002

In partial fulfillment for the award of the degree Of

MASTER OF BUSINESS ADMINISTRATION

IN

DEPARTMENT OF MANAGEMENT STUDIES

MOHAMED SATHAK ENGINEERING COLLEGE

KILAKARAI-623806

ANNA UNIVERSITY

CHENNAI

SEPTEMBER - 2021

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 DEPARTMENT OF MANAGEMENT STUDIES

MOHAMED SATHAK ENGINEERING COLLEGE

KILAKARAI - 623806

DECLARATION
I do hereby declare that the Summer Training report on “JKR RESORT & SPA ,RAMESHWARAM” is
originally work done by me under the supervision of Dr. S. SANTHANA JYALAKSHMI, MBA, M.Phil,
Ph.D., NET, SET Assistant Professor, Department of Management Studies, Mohamed Sathak Engineering
College, Kilakarai. I also assure that this report has not previously formed for the award of any degree

Place: Signature of the student

Date: ARIFIN RAYEEZA.M

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 DEPARTMENT OF MANAGEMENT STUDIES

MOHAMED SATHAK ENGINEERING COLLEGE

KILAKARAI - 623 806

Date:

BONAFIDE CERTIFICATE

This is to certify that this Summer Training report on “JKR RESORT & SPA , RAMESHWARAM” is a bonafide
record of

work done by ARIFIN RAYEEZA.M (REG NO: 911520631002) in partial fulfillment of

the requirement for the award of the degree of Master of Business Administration, Anna University, Chennai.

Signature of HOD Signature of Guide

Dr. M. Abbas Malik, Dr. S. SANTHANA JYALAKSHMI

Professor & Head of the Department, Assistant Professor,

Department of Management Studies, Department of Management Studies,

Mohamed Sathak Engineering College, Mohamed Sathak Engineering College,

Kilakarai.
Kilakarai.

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 ACKNOWLEDGEMENT

I thank God Almighty for giving us an opportunity to study in this

prestigious institution Mohamed Sathak Engineering College which provided us
tremendous facilities and support.

I am highly indebted to Our Chairman Alhaj S.M. MOHAMED

YOUSUF, Mohamed Sathak Trust Chennai, whose complete inspiration and
motivation helped us throughout the course of this project.

I undergo much tribute to express my sincere gratefulness to Principal

Dr.N. MOHAMED SHERIFF M. Tech., Ph.D., FIIPE., MIE., MISTE.,
Mohamed Sathak Engineering College, Kilakarai, for making the resources available at
right time and providing valuable insights leading to the successful completion of this
project.

I take this opportunity to express our profound gratitude and deep regards
to Our Head of the Department Dr. M. ABBAS MALIK M.Com., MBA.,
M.Phil., Ph.D., Department of Management Studies for his exemplary guidance,
monitoring and constant encouragement throughout the course of this project.

I am sincerely grateful to my guide Project Supervisor Mr. M.

SHAHUL HAMEED, M. Com, MBA, M. Phill., Department of Management
Studies for sharing his truthful and illuminating views on a number of issues
related to this project.

I also extend my sincere gratitude to Ms. Smt. SHARADA

DEEPA(GENERAL DIRECTOR) for her critical advice and guidance without
which this project would not have been possible.

I also thank all other Faculty members and Supporting Staff of

Department of Management Studies for their support and encouragement.
I take this opportunity to express my gratitude to my friends and my
beloved parents for their manual support, strength and help and for everything.

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CHAPTER I: INTRODUCTION

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1.INTRODUCTION
JKR Resort & Spa, is a located at the heart of the holy island of Rameshwaram. The hotel with
98 non-smoking rooms is ideal for a stay whether religious, leisure or business purpose. Major
attractions such as Dhanushkodi – south eastern tip of India, Kalam memorial, House of Kalam,
Pamban Bridge-A 100 years old rail Sacred baths in Rameswaram etc. are easily accessible from
the hotel, making it one of the most favored hotels in the island. This pure vegetarian hotel is
featured with swimming pool, Wi-Fi, 24/7 Front Desk, Stay Fit Gym, Games Room for children,
24/7 restaurant ad a Beverage Lounge serving both non-alcoholic and alcoholic beverages only
to resident guests. Typically South Indian breakfast with all famous “Cutting Chai” and “Thai
Meals” for lunch are must try items in the Café menu. Along with elegant and modern design of
the property, the hotel weaves the culture and heritage of Tamil Nadu and ethos of Rameswaram
through its interior decors and cuisine. Above all, the team at JKR Resort & spa ensures every
stay a memorable one.

1.1 OBJECTIVES OF THE STUDY

● To study the various trend in hotel industry.

● Study organizational of JKR resort and spa.
● To understand organizational hierarchy of JKR resort and spa.
● Study the level of customer satisfaction.
● Learn the current trends in resort and timesharing mode of operation.
● To identify the strength, weakness, opportunities, and threats faced by the
organization.

1.2 REASON FOR SELECTING HOTEL

● I chose resort because i easy to approach to this resort and interact with their.
● It is learning about how resort are run and what are main management skills.
● Due to the high level of competition within the tourism industry, businesses are now
keeping up with the level of standards that’s expected today.
● I learned how they treated customers politely then I also learned how they do their
jobs and what jobs are in it.

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1.3 STUDY PLAN

S.NO DATE DEPARTMENTS MANAGERIAL

DEVELOPMENT

1 02/09/21 To 07/09/21 Purchase As a purchasing

manager, one should
work with suppliers to
negotiate contracts for
the purchase of
required goods and
keep accurate records
of transactions trends.

2 08/09/21 To 13/09/21 Food Production In food production and

operations, planning of
menu is an important
task. If the chef plans
the menu in advance, it
is easy to deliver ready
food items on time.

3 14/09/21 To 18/09/21 Human Resource Human resource

development
Management
identifies, nurtures
and uses the abilities
of the employees
working for the
company.

4 19/09/21 To 22/09/21 Finance As an finance Manager

should provide the
Owners, General
Manager, and other
management with

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 accurate, timely, and
relevant financial data.
its responsible for
managing the audit
function in hotel to
deliver outstanding
guest service and
financial profitability.

5 23/09/21 To 26/09/21 Room Division The Rooms Division

Manager represents
vital areas of a hotel
operation (Front desk
and Housekeeping)
which in turn enable
guests to form the first
and last impression of
the hotel. The Rooms
Division Manager
represents vital areas of
a hotel operation (Front
desk,security and
Housekeeping) which in
turn enable guests to
form the first and last
impression of the hotel.

6 27/09/21 To 30/09/21 Food & Beverage Food & Beverage

Service (F&B) Management is
a segment of the
hospitality industry that
focuses on operations
in restaurants, hotels,
resorts, catering

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 companies, hospitals,
hotels, and more. It
includes the business
side of food, like
ordering and inventory,
managing budgets, and
planning and costing
menus.

1.4 CHAPTER SCHEME

● The First chapter contain introduction, objectives of study, reasons for selecting the
company, study plan.
● The Second chapter focus no industry profile of the present study. This chapter also
include the international, national and the state scenario of study, Future Outlook.
● The third chapter contain company profile which focus on objectives of the company,
organizational structure, different phases of development from inception to present,
future plans of the company, performance details for the last three years.
● The fourth chapter provides details about each departmental details like personnel,
production, purchase, finance, accounts, services etc..
● The fifth chapter contains observations, suggestion and conclusion.

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CHAPTER –II INDUSTRY PROFILE

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 2.HOTEL INDUSTRY PROFILE
The hotel industry is any types or forms of business relating to the provision of accommodation
in lodging, food and drinks and various types of other services that are interconnected and which
are intended for public service, both of which use the lodging facilities or who simply use the
services or the production of certain of the hotel. Hotels offer enormous range of guests' services
such as banqueting, conference and fitness, sport and facilities, beauty spas, bars, sophisticated
restaurant, casinos, night clubs and casinos. The Hotel sector consists of more than 1 5% of all
the people who worked in the hospitality sector. Hotels falls into a number of different categories
which includes the glamorous five-star resort international luxury chains, trendy boutiques,
country house, conference, leisure or guest houses. Many are owner run which offer personalised
service to guests. This very dynamic sector offers good quality accommodation, great variety of
food and beverage, together with other services for all types of customers. With offering every
kind of accommodation catering for every type of taste, the hotel sector is undeniably constantly
growing and evolving, while refining its offering, improving its experience and creating new
products to serve and satisfy customer on a local and global level. The hotel sector is always
striving to offer excellent customer service throughout its operations.

2.1 WORLD SCENARIO

The hotel industry makes for the largest business on the planet. More than 534,129 globally
operated hotel units are open right now, but that number might change soon.

Tourism has seen an unprecedented expansion in the past 5 years, with up to 5% year-to-year
growth, and almost 2 billion international arrivals in 2019. But 2020 might be a complete game-
changer for international travel.

The COVID-19 health crisis is directly affecting tourism

Limited Domestic and International travel

Consumers are troubled by uncertain future

The hotel industry is the 9th fastest declining global industry

$1 trillion industry might halve in the upcoming years

The Hotel & Resort Industry

The global hotel industry officially employs more than 9 million people. The industry is labor
heavy, which means that it has a lot of employees.

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This number of de-facto employees is probably 20%–30% higher when you take into account
that hospitality services employ students, immigrants, and unlucky parts of the population. Not
every hotel worker is legally recorded in the system.

The real numbers are unknown, but it’s safe to say that the hotel industry has the most employees
compared to other industries. Global Wireless and Telecommunication Carriers employ 3 million
workers globally, making it the second-largest industry by the number of employees.

The hotel industry has made around 1.1 trillion last year, according to the IBIS report. The
biggest hotel chains make for the majority of that revenue.

Marriott International Inc. (Global Market Share: 29.32%)

Hilton Worldwide Holdings Inc. (Global Market Share: 6.28%)

Intercontinental Exchange Inc. (Global Market Share: 2.01%)

Hotel Industry is dealing with an unprecedented crisis, and it might not recover for years to
come. The largest chains might be forced to furlong a huge number of employees, creating an
exodus of global hospitality workers.

The international economic recession is yet to show its teeth, as it’s only just starting and people
generally still have enough savings to survive on limited earnings and gig work. The Hotel crisis
might spiral out of control in January and February next year if the Chinese New Year tourism
doesn’t expand beyond Asia.

2.2 NATIONAL SCENARIO

The Hotel industry in India has evolved remarkably over the decade and in effect parading quite
a wide spectrum of benefits and opportunities for players of the service industry. The industry is
statistically proven to have performed creditably countrywide and among its major cities. It is
considered to a larger extent that the hotel industry flourishes on the wings of the tourism
Industry. The Hotel and Tourism sector is considered among the top ten sectors in India. As a
results of its contribution, the Hotel and Tourism sector attracted around US$ 9.2 billion of FDI
between April 2000 and March 2016 as released by the Department of Industrial Policy and
Promotion (DIPP). The demand for travel and tourism in India is expected to grow annually by
8.2% which is expected to put India third in the world. Travel and tourism in India also
accounted for 49,086,000 jobs in 2010 (about 10% of total employment) and is expected to rise
to 58,141,000 jobs (10.4% of total employment) by 2020. According to the Economic Survey of
India the Indian Hotel industry accounts for USD 17 billion, 70% (USD 11.85 billion) which
take their origin from the unorganized sector and the remaining 30% (USD 5.08 billion) from the
organized sector. In 2000, India hosted only 2.6 million international visitors. By 2009, the

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figure had already increased to 5.13 million arrivals. Over the years, a sustained increase in the
tourism industry with increase in number of foreign and domestic tourists has serve as a booster
to the Hotel industry. This study makes an exploratory attempt to study the Hotel industry as it
relates to India and analyses its contributory effects on the economy on the heels of the various
reforms that have hit the country. The objectives of the study are to analyze and assess the
performance of the Hotel Industry in India and to identify the challenges and setbacks of the
industry. Data was collected primarily from secondary sources. The findings of the study
revealed that there have been a substan8tial growth in operating performance indicators such as
revenue and a decreased countrywide departmental expenses. It was therefore concluded that
India's hotel sector has unequivocally entered the next up-cycle with impressive performance
suggesting that players of the industry have the onerous responsibility and duty to capitalize on
this and make the best out of the industry.

2.3 STATE SCENARIO

This study has analyzed the trends of the hospitality industry with special importance on
Tamilnadu where the researcher has aimed at helping and growing the family business. This is
done to get a better understanding of the Chennai’s market place, along with many other
important cities in the state making it possible to go on board on selected strategies to effectively
reach the local consumers.

As Mohanty (2008) says, Hospitality is all about offering and comforting someone by all means
to their needs. Good support from customers can be achieved by receiving and entertaining each
and every single guest. In commercial context point of view, the word Hospitality refers to
hotels, resorts, restaurants, clubs, catering etc.

In today’s world Economic Growth of a country depends on Hospitality industry along with
Industrial and Agriculture. Tourism and Hotel sector is a widely expanding and booming
segment in the market, and this industry offers huge job prospects to Indians.

Due to globalisation there has been immense growth in Hospitality segment in India, especially
in the metro and cosmopolitan cities. This has resulted in demand for well qualified and
experienced candidates from this field in India and Overseas. India has become a ideal place of
tourism and is the only country in the world with different cultures, languages and diverse
topography along with political stability.

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The performance of Hotel Industry is back on its development and growth path as it had been in
decline for the past two years (i.e.) 2008 & 2009 due to global economic recession, which
affected the hospitality business in India. According to HVS 2009 report, the foreign arrivals
have declined by 20% in 2008 – 2009, resulting in decline of occupancy and performance of
hotel industry throughout India. All the major cities in India like Mumbai, Chennai, Delhi,
Bangalore, and Kolkata had an average of 10% marginal decline in occupancy rate. According to
FHRAI and HVS 2009 report, though the industry has faced decline in performance, the demand
for the industry will immensely grow from 2010 and has reported that an average 5% growth will
be recorded from 2010. In Tamilnadu though the industry faced decline in its capital, Coimbatore
and Ootacamand has raised its status to become one of the 12 major cities in India after the metro
cities. According to HVS 2009 report, the occupancy rate of Hotels at Coimbatore, Madurai in
Tamilnadu has increased by 5% respectively, though the industry on a whole has faced decline.
So this clearly indicates the rise of demand for Hotel industry in Tamilnadu. In Industrial aspect
all the cities in Tamilnadu has developed along different businesses. In last year several new
projects have been announced in Chennai, Coimbatore, Madurai, Ootacamund which is due to
higher growth market and more are required to ease the current situation. General occupancy rate
and cost of rooms is high in major cities as the demand for rooms have increased but then the
number of available rooms is less than the demand (HVS International survey, 2004)

2.4 FUTURE OUTLOOK

Hotels are in a period of significant evolution and opportunity. From online travel agents to the
commoditization of hotels, changes in the travel and hospitality industry are challenging hotels to
move beyond brand identity and extend and deepen their relationships with travelers.

Through in-depth interviews with frequent business travelers and onsite research at different
types of hotels in major US cities, Deloitte, driven by research and insights from our innovation
practice, Doblin has identified five integrator types that present new opportunities to evolve your
hotel brand and services to meet changing customer expectations for their hotel experiences.

Future hotels will be (even more) about people

Hospitality will always be centered around customer experiences and connecting with people.
Even as new technology, evolving customer preferences, and new competitive threats change the
hotel experience, outstanding hospitality will still require a thoughtful human touch.
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The hotel of the future will be an integrator with a new role to play: offering guests a memorable
hotel experience uniquely tailored to their expectations for every stay.

Reimagining resources and capabilities for the future hotel experience

Which of these opportunities will suit your hotel? Any of them could—in whatever combinations
suit your guests and your locations. But becoming an integrator will require you to rethink
resources and capabilities and how you deploy them.

Today, most traditional hotels operate in silos defined by brands and spaces. Future hotels will
build bridges to access new resources, balance resources to bring new life to existing capabilities,
mobilize current resources for new partnerships, and merge outside potential into new
opportunity areas.

In establishing new strategies for your hotel, consider every resource—space, people, brands,
services—and consider every capability—technology, human capital, user experiences,
operations, business models—to capitalize on the new opportunities in the hotel of the future

15
CHAPTER III : COMPANY PROFILE

16
3.1 INTRODUCTION
JKR Resort ad Spa is set Rameshwaram and features a fitness centre. With free WIFI, this 4star
hotel offers a 24-hours front desk and a shared lounge. Guests can chill out in the outdoor
swimming pool.

The rooms are equipped with air conditioning a flat-screen TV with satellite channels, free
toiletries and a desk. The private bathroom is equipped with a shower. All units will provide
guests with a fridge.

JKR Enterprise Limited was established by Smt. Sharada Deepa in 2009 to set up JKR Hotels
and Resorts, a four star hotel in ramessharam Smt.Sharada Deepa is the daughter of Mr.P.R.
ramasubramaneya Rajha the promoter of the Ramco group of companies. The construction of the
Hotel started in july 2013 and the management expects the project to be ready for
commercialization by February 2017. The proposed properly will have 98 room, one bar, one
multi cuisine restaurant and banquet hall. The company has entered in to a management contract
with Hayatt india Consultancy Private Limited and the hotel would be launched under/ the brand
name of Hayatt place. JKR Resort & Spa – the only 5 star property in rameswaram- offers a
unique of unmatched comfort and unparalleled convenience to turn every moment of cunstomer
stay into a everlasting memory.Be it a leisure trip or a pilgrimage or a business visit, JKR resort
& spa delights customer with a host of amazing features and amenities, located at the heart of
rameswaram, JKR resort & spa is easily accessible to all the important place in town.

They commitment to care runs deep as customer comfort, satisfaction and wellbeing are the core
of their operations, They adhere to the highest levels of service and cleanliness, giving customer
a truly exhilarating hospitality experience.

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Breakfast is available daily of vegetarian international dishes. The coffee lounge servers a variety
of alcoholic and non alcoholic beverages to resident guestsrulmigu Ramanathaswam Temple is
2km and Dhanushkodi Beach is 13km from the hotel. The hotel offers a business Centre
equipped with printing copying ad fax services.

Travelers can use a whole range of amenities: well-appointed restaurant, car park, fully equipped
fitness classes, internet services, conference hall, indoor lift, customer may order meal into the
room, private non-smoking rooms, convenient airport transfer. Tourists can pay using the types
of payment cards, American Express, Visa, MasterCard.

Guests can choose one of the 8 rooms in the hotel. Guest can easily choose from different types
of rooms: suite, twin, double, single. In accommodation facilities are the flat-screen tv,
telephone, safety deposit box, air conditioning, ironing facilities, free toiletries, refrigerator.

3.1.1 HOTEL FEATURES

Free Wi-Fi and remote printing everywhere

Reception Team available 24/7

Free public computer with high speed internet access in the lobby

24-hour StayFit gym featuring cardio equipment with LCD touchscreens.

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 Free on-site parking area.

Chill-out at the pool-JKR Resort &Spa has an alluring outdoor swimming pool where doze off in
the lulling afternoon sun on a deck chair by the poolside, or simply sip on a selection of the
cooling beverages.

TYPES OF BUILDINGS NO
Total Rooms 98
Types of Rooms 8
-Standard king 46
-Standard Twin 25
-King with pool view 5
-Twin with pool view 6
-King Balcony 4
-Twin Balcony 7
-Suite King 3
-Suite Large King 2
Banquet Hall 1
Restaurant 1
Bar 1
Café 1
Kids play room 1
Administrative Office 1
Laundry 1
Conference Hall 1
Swimming pool 1

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3.1.2 RESORT

LOBBY

Thoughtfully designed with guests comfort in mind, our inviting lobby lounge includes lounge
areas for large gathering a four-station e-room for quick complimentary access to computers and
printers, and food and beverage offerings.

ROOMS & SUITES

The Resort will be of stylish, comfortable, well-furnished and air-conditioned rooms with
contemporary luxury and gracious service.

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 .

BANQUET AND CONFERENCE HALL

JKR Resort &Spa makes special occasions even more special. The mesmerizing ambience, ultra
modern facilities and choicest menu make customer business events and destination weddings in
customer memory forever. Located within the heart of Rameswaram, They help customer bring
people together for religious gatherings, pilgrim meets, corporate metings, events and weddings
in new meaningful ways.The Resort will be having a banquet hall with a ca parties of 120 for
parties banquet hall also be used for exhibitions/events. Plan customer perfect gathering JKR
Place Rameswaram with 3,010 sq ft of function space. With modern spaces, top-notch
audiovisual equipment, and free Wi-Fi throughout our hotel, you can reap all the benefits for
customer Rameswaram function.There will be 2 conference hall for business meeting, seminars,
conference and gathering etc. The hall will be equipped with all the modern conferencing aids.

RESTAURANT, BAR AND CAFE

JKR Resort &Spa treats your taste buds to an array of Indian, Asian and Continental cuisines,
hygienically and expertly prepared to give an unforgettable culinary experience. The Restaurant,

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which 100% vegetarian, present an ambience of elegance and coziness, exuding an aura of
warmth making it even more enjoyable as customer savour the delicacies.This resort will be
having 3 nos. of Restaurant, a Lounge Bar and a Café, which will be offering a choice of
continental, Asian and variety of food from indian recipes. The bar will be well stocked with best
of spirit and wine where guests can spend their time with gossiping watching television.Fill up
on delicious vegetarian hot breakfast items, juices, fresh fruit and more. Enjoy unlimited
deliciousness with their vegetarian lunch and dinner spread that serves north Indian, Asian,
Continental and South Indian cuisine or choose from an a carte menu for lunch, dinner or
anything in between Plus their space place kids menu offers a selection of classic favorites for
their younger guests.

KIDS PLAY ROOM

The Resort Complex will be having a separate area for the kids; Kids Play room for children to
have fun and play all the time while visiting the Resort. The Resort will be having an area for
board games, which will provide additional options for the guests to spend excellence time in the
Resort.

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 GYMNASIUM

A gymnasium will be surrounded by state of the art equipment from the Life
Fitness, USA, the World’s undisputed leader in Gym Equipment. Equipment will be is available
to tone up body muscles and rejuvenate. Visitors can sweat out superfluous body fat and discover
the fresh self within.

SWIMMING POOL
A swimming pool, which is also an important part of the club. The swimming pool facility is a
must for any club and thus it will be instrumental for the popularity of the club. It will be 1 of the
main basis of marketing the club facilities. There will also a small nearby kid’s swimming pool.
There will be a juice and snack bar along with the swimming pool to add to the service
provisions.

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3.2 OBJECTIVES OF THE RESORT.

⮚ Produce expeditions and memories that would satisfy each and every single of the
customer.
⮚ Evaluate current cultural, economic and social issues affecting the tourism and travel
industry..
⮚ Focus ideas and establish goals
⮚ Track and Direct growth
⮚ To increase customer loyalty
⮚ To increase colleague loyalty
⮚ To maximize efficiency in their service delivery
⮚ Analyze the current situation of the hospitality in india.

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 3.3 ORGANIZATIONAL STRUCTURE

Chairman

General Manager

Executive Assistant Manager

Room Division HR Manager Purchase Financial

F&B Director
Manager Controller

Front Office Executive house Security

Manager keeping Manager

F&B Manager Production

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3.4 DIFFERENT PHASES OF DEVELOPMENT FROM INCEPTION TO
PRESENT

In 2017 Beginning stage of their resort they collaborated with third-party website and apps like
(makemytrip.com and goibibo.com) for booking rooms and special reservation ad they are recently
Launched their own website www.jk-resort.com its their website and its very easy to access and they
listed everything in their website with photographs of all rooms, Hall and all other Amenities. Every year
they are upgrading new features. This year they were introduced Breakfast buffet, Complimentary
welcome drink, Kids meal, Snack bar, Conference facilities, Concierge, Shared lounge/tv area, ironing
service. The rooms are equipped with air conditioning, a flat –screen TV with satellite channels free
toiletries and a desk .All units will provide guests with a fridge. Some popular amenities available in jkr
resort &spa are luggage storage, outdoor Activities, CCTV surveillance, Lounge, Dinning. F&B is very
important department of resort. They were upgraded the kitchen into modern kitchen with unique
concepts and equipment from different countries.

Newly Added facilities of JKR resort & spa

Shops- Gift Shops

Common Areas- Gams room, Garden, Shared lounge/ TV area

Pools and wellness- Fitness centre

Transportation- Airport Shuttle, Airport Shuttle (surcharge)

Cleaning service- Ironing services, Laundry, Trouser press

Miscellaneous- Air conditioning, Facilities for disabled guests, Family rooms,

Lift, Non-smoking rooms, Non- smoking throughout.

Activities- Darts, Table tennis.

3.4 FUTURE PLAN OF THE COMPANY

Advanced Technologies are introduce in this resort such as Mobile door key instead of plastic
cards, Mobile hub spots where everything in the room phone. Faster Wi-Fi’s having better
bandwidth. These technologies will revolutionize the hotel industry to the next level. As
technology innovations continue to transform every industry ad job role, the hotel managing
industry is certainly no exception.

26
In the near future automation will be a great part of hotel management industry too. Speak to
order platforms will be trendy by which a virtual assistant will be manage everyday tasks, such
as taking simple foods orders ad explain all the queries a customer has.

Cloud services will be available such that a person will have entertainment on tap. Customer has
no longer have to visit restaurants anymore, the food and services Customer need will avail to
their at home, ordering food online has become a recent update provided.

And they are introduced in Artificial Intelligence ad voice Controlled Function. The future is
where AI and personal service will compare but also complement each other. Ordering a bottle
of water from the in-room menu will no longer require a call down to reception, but a simple
“HELLO” to the i-concierge built into Customer room. They phones will sync immediately with
the in-room technology, for uninterrupted, comfortable and seamless
facetiming/television/streaming and viewing, said Owner & Director of JKR resort & spa. Guests
will use dining apps available through the resort property to seamlessly order exactly what they
want, when they want it. Voice assistants like Siri or Alexa will loss their identities instead their
university available knowledge will be integrated into their own personalized i-personality/
bitmoji. I-assistants will be a comforting extension to their own knowledge. Iterfacing wil be
highly personalized, but less personal.

27
CHAPTER IV – DEPARTMENT DETAILS

28
4.1 ROOM DIVISION:
Every hotel must have a rooms division, a department devoted to handling guests' needs and
providing a smooth and comfortable stay. The rooms department handles everything from taking a
guest's reservation to preparing their room and getting the guest checked in for the night.

DEPARTMENT UNDER ROOM DIVISION

1) Front office department
2) House keeping department
3) Security department

4.1.1 FRONT OFFICE

The front desk is the lifeblood of a hotel. It is at the front desk that guests are greeted and checked
in and out of their rooms and that most needs are handled. Having caring, thorough, and friendly
desk clerks is crucial, as this may be the first point of contact a customer has when arriving at the
hotel. Desk clerks must handle a variety of questions and needs, all while being pleasant and
professional with the guests.

a) DEPARTMENT STRUCTURE

Front Office
Manager

Lobby

Information

Telephone

29
Cashier
b) FRONT OFFICE PROCEDURE

● Greet clients and set a positive office atmosphere

● Answer the phone, take messages, and redirect calls to appropriate offices.
● Organize and maintain files and records; update when necessary
● Create and maintain updated documents and spreadsheets
● Oversee the sorting and distribution of incoming mail
● Prepare outgoing mail (envelopes, packages, etc.)
● Operate office equipment, such as photocopier, printers, etc.
● Organize bookkeeping and issue invoices/checks
● Record meeting minutes and dictations
● Perform inventory of office supplies and order what is needed.

c) FRONT OFFICE FUNCTIONS

● Guest Registration: Does all guest registration-related activities like Check-in, room
assignment, welcoming, room rate etc.
● Guest Service: Fulfils any Guest Services related activities.
● Guest History and records: Creates and maintains a guest profile, history, likes and
dislikes, collect feedback etc.
● Reservation: This section is responsible in registering the room reservation from various
sources, with recordings, filing of reservation records, and revise on the appropriate time
to make sure that guests would have their rooms upon entering the hotel..
● Telephone: This section is to facilitate guests pertaining to the telephone both internally
and externally, and to wake guests up in the morning upon request.
● Bell Desk and Concierge: Provide all services related to Bell desk and Concierge
● Travel Desk : This section of the front office is responsible for arranging the packages,
tickets, etc.. for the guest as per their request

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4.1.2 HOUSE KEEPING DEPARTMENT
Housekeeping may be defined as ‘provision of a clean, comfortable, safe and
aesthetically appealing environment’. By another definition, ‘housekeeping is an
operational department in a hotel, which is responsible for cleanliness, maintenance,
aesthetic upkeep of rooms, public areas, back areas and the surroundings’.

a) DEPARTMENT STRUCTURE

Executive house
keeper

Inspection

Room Attendants

Public space
Cleaner

Laundry Area

Lenin Room

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b) PROCEDURE OF HOUSEKEEPING DEPARTMENT
● To ensure well furnished and maintained guestrooms and public areas.
● To ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for hotel
guests.
● To oversee the coordination of and administer all housekeeping programs and projects.
● To establish a welcoming atmosphere.
● To ensure courteousness, reliable service from all staff to the guest.
● To provide linen in rooms, restaurants, banquet halls, conference halls, health clubs etc,
as well as to maintain an inventory for the same.
● Carpet shampooing and maintaining.
● Dealing with any guest queries, complaints & requests as they occur.
● To keep the general manager or administrator informed of all matters requiring attention.
● To provide uniforms for all the staff & maintain inventory for the same.
● To Cater to the laundering requirements of hotel linen, staff uniforms, and guests.

C) FUNCTIONS OF HOUSE KEEPING DEPARTMENT

● Housekeeping department holds the responsibilities of cleaning,maintenance and

admirable upkeep of the hotel
● Cleaning of public areas and guestrooms

● Supply, upkeep of laundry and exchange of various linen

● Internal flower arrangement and maintenance of external landscape or garden.

● Coordination and communication with other departments such as front office,

restaurants, engineering, accounts, etc., through control desk.

● Pest control

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4.1.3 SECURITY
The security department of a hotel is responsible for the overall security of the hotel
building, in-house guests, visitors, day users, and employees of the hotel, and also their
belongings.

a) DEPARTMENT STRUCTURE

SECURITY
MANAGER

SECURITY

SAFETY

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b) PROCEDURE OF SECURITY DEPARTMENT
● Handling of locks and keys
● Security to the guests rooms
● Protection of assets
● Proper transmission of communication or information in emergencies
● Maintain security records and staffs security procedures

Security through key handling

● Guest room key should keep at the secured place at information section
● A logbook should be maintained to record the issue of master and grand master key
● Guest room key should not be issued to others without guest permission
● Don't forget to collect guest room key at the time of departure

Security for guest room

● No room key should be given to outsiders without guest permission

● unauthorized staff should not have access to a guest room
● Do not personal details about guest to outsiders

Security of hotel
● Provide uniform for staff
● A CCTV can be used to monitor the movement in public areas.

C) FUNCTION OF SECURITY DEPARTMENT

● Protect the interest and safety of guests within the hotel compound.

● Car park and traffic flow

● Guests who feel that they are well taken care of feel safe in our hotel will come back, and

with the ease of parking their car and smooth flow of traffic will prevent aggravation to

the guests who are in the mood of enjoying themselves.

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4.2 FOOD PRODUCTION
The food Production department of a hotel is among one of the major departments of the hotel.
The role of the Food Production or Kitchen department is to prepare food for the guest. The
guests who are staying in the hotel rooms and also for those who are walk-in guests and comes to
the restaurants to enjoy meals. The Hotel Food production and sub-departments of the hotel
kitchen is headed by Executive Chef.

a) DEPARTMENT STRUCTURE

Production

Executive chef

All hot and

larder
preparation

Bakery & Pastry

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B) PROCEDURE OF FOOD PRODUCTION

● A variety of processes are involved in the production of food for service.

● The preparation may be as simple as washing and displaying the food such as fresh fruit
or as complex as the preparation of a baked dessert.
● Production involves cooking, chilling and freezing processes or a combination of these.

C.) FUNCTION OF FOOD PRODUCTION

The executive chef selects the least quality dish to prepare the food & serve with best quality
food & taste

. Production capacity – The executive chef has to plan how much the food has to be preparing
for a day to avoid wastage.

Maintenance & Replacement of machines – It is done regularly, quarterly and monthly. It is

also depend upon the machine.

Quality & cost control – The chef of the hotel should properly to provide best quality of food
to consumers & control the cost as well as wastage

D) POLICY OF FOOD PRODUCTION

● Production planning -The food is prepare and planned as per the function and event
● Production control -The food is been made as per requirement as per planning except the
banquet which will help us in reducing the wastage.
● Inventory control - It is done by minimum past stock.

4.3 HR DEPARTMENT
HRM department is responsible for hiring new employees, the newly hired employees can
seriously affect the performance of the hotel which makes it necessary for the managers to hire
the best and qualified workers present in the market by following appropriate hiring process, in
which every candidate is critically evaluated and only those with the spark are being hired.

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 a) DEPARTMENT STRUCTURE

HR Manager

Welfare Training Manager

B ) PROCEDURE OF HR DEPARTMENT

● As an employee joins, Employment Contract is prepared and approved by DGM

● Information of employment is given to Finance Department & a copy is maintained in
the employee file.
● Advance payment is given to the employee.
● For payroll purposes, employee details are maintained in the system.
● Send Request for Employee Evaluation to concerned dept. on yearly basis.
● . Get the Employee Performance Appraisal by dept. Then reviewed and approved by
DGM.
● Prepare employee warning notice as Disciplinary Action Form as per concerned
department’s instructions/sent from site.

C) FUNCTION OF HR DEPARTMENT

● Recruitment -- It aims at attracting applicants that match a certain Job criteria.

● Selection: The next level of filtration. Aims at short listing candidates who are the
nearest match in terms qualifications, expertise and potential for a certain job.
● Hiring: Deciding upon the final candidate who gets the job.
● Training and Development: Those processes that work on an employee onboard for his
skills and abilities upgradation.

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D) POLICY

● Employee satisfaction - The H.R. motivates the employee by communication and solves
the problem of employee and it will help in development of the employee. The employee
is been satisfied in the job by following ways- 1.Proper working hours. 2.Respect given
to them. 3.Solving the problem.
● Promotion--The promotion to the employee are given as per the individual performance
and indicates in the organization and also by participating in activities held in the hotel.
● Other benefits - The following are other benefits given to the employee of the hotel.
They are- 1.Bonus on festival. 2.medical Facility
● Leaves - The employee get the following leaves. 7 CL (casual leave ) 7 SL (sick leave)
21 PL(paid leaves) This all leaves are apart from week off.

4.4 PURCHASE DEPARTMENT

PURCHASING This may be defined as a function concerned with the search, selection then
purchase, receive storing and final use of a commodity in accordance with the catering policy of the
establishment.

a) DEPARTMENT STRUCTURE

Material Manager

Purchase

Receiving

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Store
B ) PROCEDURE:
● The purchasing of all food and beverage and ensuring of continuity of supplies. Efficient
operation and control of the purchasing officer, the goods received dept the stores and the
cellar.
● Responsible for finding cheaper and better sources of supplies and as well as new
substitute materials.
● Maintaining good liaise with the user unit e.g. catering unit, restaurant unit, bar unit,
housekeeping unit, accounts office to ensure prompt payment for goods received.
● Responsible for reporting to the management on the activities of the department.
● Responsible for searching in relation of the requirement of the establishment

C) FUNCTION

● Searching -The purchasing officer is responsible for looking for the items which are
most suitable for the business.
● Selection- He is responsible for selecting the most suitable items.
● . Buying -The purchasing officer enters into the contract with the selected supplies of
food commodities.
● Receiving -The purchasing officer receives the goods ensuring that quality and the
quantity and the price is as agreed.
● Recording- He ensures that items received are recorded and stored properly. Issuing He
ensures that items are issued to the user units as required.
● Feedback- He receives a feedback confirming the suitability of items purchased

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D) POLICY

● To provide guidance and support to the professional purchasing and support staff.
● General outlines clarifying purchasing management on a subject.
● The role of purchasing
● The conduct of purchasing personnel
● Social and minority business objectives
● Buyer-seller relationships

4.5 FINANCE DEPARTMENT

The finance department in a hotel has the role of tracking the cost of running the hotel and
making sure that the revenue makes a profit.
The finance department has many jobs that are just pure finance and are not hospitality-specific,
that’s inevitable.
However, the hotel has several jobs that require front line and operational understanding, of food
and beverage outlets and rooms.
a) DEPARTMENT STRUCTURE

Finance
Manager

Assistant

Accounts
payable

Accounts
recievable

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B) PROCEDURE
● Manage all phases of Accounts Payable, Receivable and department budget.
● Calculate and distribute wages and salaries.
● Prepare regular reports and summaries of accounting activities.
● Prepare financial statements and debtors' listings.
● Verify recorded transactions and report irregularities to management.
● Reviewing all ledger details guest ledger, city ledger and deposit ledgers to validate
proper payment and revenue posting.
● Review the postings, payments, revenue and guest balance reports on a daily basis.
● Maintains files of all contracts, insurance policies, tax reports, expenses, payroll, etc.
● Maintaining and transferring money between bank accounts as required.

C) FUNCTION
● Budget preparation -The budget preparation is done once in the year.
● Budget administration -The budget administration is done every month in the hotel.
● Cost allocation- It is been done every month for each department in hotel.
● financial accounting- involves recording and reporting financial transactions, i.e.
revenue, expense and profit. It also includes calculating assets, liabilities and owners’
equity.
● cost accounting involves recording and reporting business expenses, defined as time or
resources. Hotel owners are keen to know, on a daily basis, what has been purchased,
who purchased it and why it was purchased.
● tax accounting involves recording taxes and filing tax payments to the authorities
● auditing involves verifying financial records and procedures.

D) POLICY
● Accounts payable -The accounts payable by customer is done through cheque, credit
card and cash.
● Number of employee and their payroll - There are 8 to 10 employees in hotel and they
are paid every month.
● Fringe benefit - The employees are given following benefits - Medical claim Accident
Mobile investment Vehicle
● To reduce cost -The finance manager preplan everything and its main aim is to reduce
cost and maximum profit.

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4.6 SERVICE DEPARTMENT
Food and Beverage Services is a process of preparing, presenting and serving of food and
beverages to the customers through restaurants, food stalls etc. It also includes all the companies
involved in processing raw food materials, packaging, and distributing them. This includes fresh,
prepared foods as well as packaged foods, and alcoholic and nonalcoholic drinks or beverages

a ) DEPARTMENT OF STRUCTURE

F&B Manager

Specialty
restaurant

Cafe

Bars

Banquet

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B) PROCEDURE OF F&B SERVICE DEPARTMENT
● Check the table linen for cleanliness and spread it on the table neatly to remove wrinkles.
● Replace the table soiled linen if required..
● Note down the order details on a notepad.
● Repeat the order to the customer and take his confirmation
● Ensure that the guests are seated comfortably.
● Keep the voice of speech audible and clear.
● Bring food to the guest table if it is not a buffet service.
● Present the food from guest’s left side in case of formal dining.
● Prepare the food plates from the kitchen and place them on the guest table in case of
casual dining.
● Ask the guests if they need help to serve the food.
● Serve one food item at a time.

C) FUNCTION OF FOOD AND BEVERAGE SERVICE DEPARTMENT

● Maintain the operation of its departments
● Generate revenue and increase profit
● Fulfill and exceed guests’ expectations
● Identify trends and make response
● Training
● Budgeting

D) POLICY OF FOOD & BEVERAGE

● Outside food and beverage are not allowed into Target Center.
● They do have vegetarian, vegan and gluten free options available;
● All guests purchasing alcohol who appear to be less than 30 years old must present a
valid ID.
● Guests possessing alcohol, who do not have proof of being at least 21 years of age, may
be ejected.
● All guests must finish and dispose of alcoholic beverages before exiting the arena.

● No alcohol will be sold to guests who appear to be intoxicated.

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4.7 SWOT ANALYSIS OF THE HOTEL
STRENGTHS-

● Perfect infrastructure & high destiny of restaurant , bars & cafe, banquet,shopping
facilities in the luxury segment
● Clean & Safe
● Numerous possibilities for excursion in the surrounding area
● Food and beverage, banquet facilities
● Great number of event & entertainment
● Hygiene standards and customer experience

WEAKNESS-
● Discontent amongst employees based on salary issues due to global penetration
● High taxes

OPPORTUNITIES-

● Improve on membership plans, customer loyalty programs

● Employee retention to ensure better service
● Set high standard for room division

THREATS-

● Better room facilities offered by competitors

● Loss of major business travelers to domestic group of hotels
● Security levels

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 CHAPTER V
OBSERVATION,SUGGESTION,CONCLUSION

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5.1 OBSERVATION
● This resort reception opened 24 hours with multilingual staff
● This reception spacious with several seats and beverage service
● I found out what department there is in that hotel and what works in it as well
● There are bar and food and beverage offer via room service during 24 hours
● there is internet-PC facilities in the room
● there is a safety locker in the room
● Services are like ironing (return within 1 hour) and shoe polishing provided
● There is turndown service in the evening

5.2 SUGGESTION

● I would suggest this resort because this one of the best 4 star hotel in rameshwaram.
● Its wonderful stay with very polite staff and beautiful rooms.
● Check in was quick and rooms were comfortable and spotless clean. But the true
highlight of this place is their food. Outstanding vegetarian fare thats served with care
and attention. They also have a nice bar that serves some wonderful cocktails.
● it offers dishes like Multi Cuisine and Veg, and some others mouth watering dishes that
make you feel delighted. Besides, it has great interior that is well furnished, and equipped
with amazing lights and impressive dining table.

5.3 CONCLUSION

I'm thankful to this company who permit to done my summer training project. its
combining tradition and history with latest trends and innovations, exceptional services,
furnishings of the highest standards, traditional architecture with contemporary interior
design, and private and historic location with an exclusive luxury brand, the hotel will be
able to secure the highest position in the market and target the upper premium business
and leisure market.

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.

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