Goa Marriott Resort and Spa is located on Miramar Beach facing the Arabian Sea and close to the capital city of Panjim, business and industrial belt and Old Goa with its history and cultural heritage. It is designed to meet the demands of both the business and leisure traveler.
The hotel is headed by a General Manager. His name is Mr. Pavithran Nambiar. Under the General Manager, there are only seven departments of Human Resources, Finance, Food and Beverage, Rooms, Sales and Marketing, Engineering and Loss Prevention I got to do my training only in the Bell Desk (a section of the Front Office) and in the Restaurant (a section in the Food and Beverage Department).
ORGANISATION STRUCTURE CHART
INTRODUCTION TO THE TRAVEL AND TOURISM INDUSTRY
Tourism in India has registered significant growth over the years. This has been led by growth in both leisure and business tourism. Rising incomes, increasing affordability, growing aspirations, increasing globalisation, and a growing airline industry along with improvement in travel-related infrastructure have supported industry growth. Tourism holds immense potential for the Indian economy. It can provide impetus to other industries through backward and forward linkages and can contribute significantly to GDP.
Travel and tourism is the largest service industry globally in terms of gross revenue and foreign exchange earnings. It is also one of the largest employment generators in the world. It has been a major social phenomenon and is driven by social, religious, recreational, knowledge seeking and business interests and motivated by the human urge for new experience, adventure, education, and entertainment.
The future of tourism in India is certainly bright but we do have a long road ahead. Development of quality infrastructure will be the key to India's harnessing her full tourism potential.
The travel and tourism industry is well developed in Goa. Tourist have been traveling here and enjoying its many delight since the time of the British Raj. |
An esoteric mix of a colonial Portuguese connection, original traditional craft, incredible natural beauty, carefully preserved heritage museums as well as multicultural architecture make Goa a sumptuous experience to be savored and remembered for life.
COMPANY PROFILE
Marriott India was established in 1998 and opened its first hotel, the Goa Marriott Resort (now the Goa Marriott Resort & Spa) on 15th Dec 1999.
The Goa Marriott Resort and Spa is located on Miramar Beach of the Arabian Sea is close to the capital city of Panjim. Its strategic location also offers proximity with business and industrial belt and places of historical interest. It is designed to meet the demands of both the business and leisure travelers.
It is spread over three floors, with 180 rooms including 7 suites. It has state of the art conferencing facilities and fully equipped business center to meet the needs of the business traveler.
The Marriott offers services such, daily housekeeping service, kids playing room, laundry on site service, limousine service, 24 hrs room service and safe deposit boxes. Hotel Marriott also has six eating joints to suit the taste buds of all visitors which are The Cake Shop, AZUR, Simply Grills, Wan Hao, Pool Bar and Waterfront Terrace and Bar.
AIM
My aim is to study the departments of Front Office and Food and Beverage alongside with their functions.
OBJECTIVES * Gaining experience and doing my training in the Front Office and Food and Beverage Department
* Communicating with the Staff Members of the Departments of Front Office and Food and Beverage
METHODOLOGY
I collected my information in the form of Primary and Secondary Data.
Primary Data * I gained first hand information from interaction with the employees of the Hotel. * There was some information which I had gained through observation.
Secondary Data * Was provided with some information by some of the staff members of the hotel in the form of word documents on the computer.
OBSERVATION AND FINDINGS * The working environment is very relaxed. The surrounding environment is always kept spick and span. There is good flow of communication between the staff members. The associates of the Marriott are very helpful, understanding as well as very polite. * Before any shift starts, they have a meeting which is also known as a briefing of the daily packet which is a hotel document which includes a genuine care number, V.I.P. arrivals of the day, the occupancy percent, the lobby ambassador and manger on duty for the day. It also contains the percentage goals of Arrival Experience, Overall Satisfaction and Breakfast Experience. * The hotel has a very systematic security system in the lobby. All guests, be they in-house or new arrivals are made to pass through a metal detector and checked by the security personnel at the entrance. All luggages, even handbags are sent through a scanner before being allowed into the hotel. * In the restaurant I observed that the associates always carry a service pack with them. This contained a cash card, white handkerchief, bottle opener, basics card, scribbling pad, pen and a match box. These were used only for guest purposes.
LEARNING AND EXPERIENCE
Front Office (Bell Desk)
I was allotted the following duties in the Bell Desk: * Getting ice to make the cold towels * Sent to collect fresh towels from the laundry * How to make cold towels * Giving welcome drinks to the arrival guests * Escorting the guests to the room * Carrying the luggage of the departures and arrivals * Assisted guests at the business centre of the Hotel * When the hotel was not busy, I was sent for some of the guest requests like: shower caps, soaps, water bottles and so on. * Sent for an airport shift for a week as well. I had to do the following duties at the airport: * Assisted the driver in setting up the car before the arrival * Received the guests at the airport by holding a Marriott board * Escorted the guest to the car * Carrying luggage to the car
Food and Beverage (Restaurant)
I was allotted the following duties in the Restaurant: * Wiping cutlery and crockery * Learning the technique of wiping glasses * Folding the napkins in a book form * How to do a table set up * Setting the sideboard also known as dummy waiter * Doing the clearance of the table * Doing the clearance of the salvars next to the sideboards * Cleaning the back area * How to stack up the racks * During non-operational hours, dropping the soiled linen in the laundry, get fresh napkins, wiping and dusting cloths as well. * Doing the buffet set up * During non – busy hours, I was also told to wipe the chairs and tables * Replace salt and pepper in the shakers (cruet)
CONCLUSION
To wrap up things, I would like to thank the staff members at the Marriott for their guidance towards me during my internship training.
SUGGESTIONS
I would like to make the following suggestions to the Hotel: * Decrease the working hours * Develop good working conditions for associates * Decrease the pressure and work load for trainees
