Cbsms Internship Actual Report

The Atria hotel
CANARA BANK SCHOOL OF MANAGEMENT STUDIES Page 1

Chapter 1
Introduction to study
1.1 About Industry
According to the British law, a hotel is a place where a benefited traveler can receive
food and shelter provided he is in a position to for it and is in a fit condition to receive.
Hotels have a very long history, but not as we know today, way back in the 6th century
B.C when the first inn in and around the city of London began to develop. The first
catered to travelers and provided them with a mere roof to stay under. This condition of
the inns prevailed for a long time, until the industrial revolution in England,
which brought about new ideas and progress in the business at inn keeping. The invention
of the steam engine made traveling even more prominent. Which had to more and more
people traveling not only for business but also for leisure reasons. This lead to the actual
development of the Hotel industry. Today, hotels not only cater to the basic needs of the
guest like food and shelter but also provides personalized services like, 24-hour fitness
center Complimentary Wi-Fi high-speed Internet access, Round Table Room and Bar etc.
Today hotels are home away from home.
Hospitality is the way of treating people in the way you want yourself to be treated.
Hotels are called "home away from home" because it's the only place where we get food
& accommodation, provided all luxuries and comfort. In ancient times, when wheel was
not discovered since then people use to travel by walking, the cover long distance at that
time since then the concept of hospitality was there but was no interest of money or any
economic profit travelers use to stay in homes of villagers then slowly inns were
accruable but in very low rent.
Hotel industry largely depends upon the foreign tourist arrivals further classified into
business travelers (around 65% of the total foreign tourists) and leisure travelers. Global
travel increased by 13% in 2012 compared with 2011, crossing tourism forecasts for the
fourth year in succession. Among the various regions, the Middle East registered the
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highest growth in arrival of international tourists with 46 million tourists compared with
41 million in 2012, a growth of 12.2%.
1.2 Hotel industry in India
Hotel Industry in India has witnessed tremendous boom in recent years. Hotel Industry is
inextricably linked to the tourism industry and the growth in the Indian tourism industry
has fuelled the growth of Indian hotel industry. The thriving economy and increased
business opportunities in India have acted as a boon for Indian hotel industry. The arrival
of low cost airlines and the associated price wars have given domestic tourists a host of
options. The 'Incredible India' destination campaign and the 'Atithi Devo Bhavah' (ADB)
campaign have also helped in the growth of domestic and international tourism and
consequently the hotel industry.
In recent years government has taken several steps to boost travel & tourism which have
benefited hotel industry in India. These include the abolishment of the inland air travel
tax of 15%; reduction in excise duty on aviation turbine fuel to 8%; and removal of a
number of restrictions on outbound chartered flights, including those relating to
frequency and size of aircraft. The government's recent decision to treat convention
centers as part of core infrastructure, allowing the government to provide critical funding
for the large capital investment that may be required has also fuelled the demand for hotel
room.
The opening up of the aviation industry in India has exciting opportunities for hotel
industry as it relies on airlines to transport 80% of international arrivals. The
government's decision to substantially upgrade 28 regional airports in smaller towns and
privatization & expansion of Delhi and Mumbai airport will improve the business
prospects of hotel industry in India. Substantial investments in tourism infrastructure are
essential for Indian hotel industry to achieve its potential. The upgrading of national
highways connecting various parts of India has opened new avenues for the development
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of budget hotels in India. Taking advantage of this opportunity Tata group and another
hotel chain called 'Homotel' have entered this business segment.
1.3 Trends in Hospitality Sector
Trends that will shape the future of hospitality sector are:
1.LowCostCarriers
2.BudgetHotels
3.ServiceApartments
4.Technology
5.LoyaltyTravel
1. Low cost carriers:
Travelers in general are more price sensitive to airfare than they are to hotel room rates.
Often a low airfare will stimulate demand for travel even if hotel prices are increasing.
LCCs are a good option for business travelers, as they have advantages like low costs,
more options and connectivity.
2. Budget hotels:
More than 50 per cent of occupancy of a majority of hotels comes from the business
travel segment. The average room rate (ARR) realized from business travelers is
normally higher than from leisure travelers. Heightened demand and the healthy
occupancy rates have resulted in an increase in the number of budget hotels. Some of the
new players entering into this category of hotels include homotel, kamfotel, courtyard by
Marriott, country inns & suites, ibis & Fairfield inn.
3. Service apartments:
The concept of service apartments, though a recent phenomenon in India, is an
established global concept. Villas in Spain, flats in the UK and apartment complexes in
the US have all created a viable market for those who want more than just a room in a
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hotel. Service apartments are the latest trend in accommodation, offering the comfort and
convenience of a home without the hassles of having to maintain or look after it. Ideally
suited for medium-to-long staying guests, service apartments are a natural choice for
corporate employees or expatriates relocating to a particular city, non-resident Indians
visiting the country for long spells and foreigners visiting city for long duration.
4. Technology:
Travel and technology have become inseparable. Technology is making its own advances
with high-tech video conferencing facilities, web cameras and virtual reality mode of
conferencing. On-line bookings, e-ticketing, Wi-Fi Internet connectivity, easy access to
information, etc. are just a few areas where technology has compeletely changed the way
we travel.
5. Loyalty travel:
`Today, airline-credit card company tie-ups have brought a whole range of benefits to the
travelers. These include insurance cover, upgrades, free tickets, access to executive
lounges, and a host of other goodies. The top players in hospitality sector include the
following:
ITC Hotels
Indian Hotels Company Ltd. (The Taj Hotels Resorts & Palaces)
Oberoi Hotels (East India Hotels)
Hotel Leela Venture
Asian Hotels Ltd.
Hotel corporation of India
ITD Hotels
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1.4 Classifications of Hotels
Hotel can be classified into different categories or classes, based on their operational
criteria. For example the type of accommodation they provide, location of the property,
and type of services provided, facilities given and the clientele they cater to can help
categorizing hotels.
Hotels are classified based on following factors:
Market segment
Property type
Size
Level of services
Owner ship and application
Plans
Type of patronage
Length of guest stay
Location etc.

1) According to market segment
Economy Hotel
Mid Market Hotels
All Suite Hotels
First Class Hotels

2) According to size:
Small Hotels [150 Rooms]
Medium Hotels [Up To 299rooms]
Large Hotels [Up To 600rooms]

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1.5 Structure of the industry
Hotels in India are broadly classified into 7 categories by the ministry of tourism,
Government of India, based on the general features and facilities offered.
They include:
Five stat deluxe
Five star
Four star
Three star
Two star
One star
Heritage hotels

1.5 Players in the market
ITC Windsor
The ITC Windsor, Bangalore merges an old world ambiance with international service to
create a hotel experience that goes beyond...
Style: Classic Luxury
The Lalit Ashok
It nestled in an oasis of 10 acres of sprawling landscape and manicured lawns, The Lalit
Ashok is one of the finest five star hotels...
Style: Classic Luxury.
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Park Plaza Bangalore Hotel
Park Plaza is proud to deliver its renowned international expertise to India's IT hub.

The Oberoi Bangalore
Located at MG Road, in the heart of the business and shopping districts of Bangalore, the
luxury hotel has an abundance of greenery.

ITC Royal Gardenia
It is the first green luxury hotel in the city that believes in delivering the best in
'Responsible Luxury' and giving back more.
Style: Boutique/Design

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HOTEL CHAINS IN INDIA
There are many hotel chains in India out of which Indians hotels company ltd. (IHCL)
operating under the Taj brand, is the largest hotel chain in the country. EIH operating under
the Oberoi brand is the second largest hotel chain followed by ITC hotels (ITCH), Asian
hotels (AHL), Bharat hotels (BHL), Oriental hotels as well as hotel Leela venture (HLV).
While the 7star and 5 star hotels are the domains of renowned hotel companies. An
unorganized market exists for hotels operating below these ratings. Hotel companies such as
EIH and ITCH as well as International hotel chains are aggressively entering into the mid-
budget hotel segment.
Average room rate (ARR) AND Average occupancy rate (AOR) are the most critical factors
that determine the profitability. Since most of the marginal revenue gets added to the bottom
line, ARR in turn depends upon factors such as location, brand image, star rating and quality
of facilities and services offered and also the seasonal factors.

DEMAND FOR HOTELS IN METRO CITIES
Demand for hotels in cities like Mumbai and Delhi are the highest. In fact currently, out of
the total 19000 five star and five star deluxe rooms in the country, 50 per cent are accounted
for by these two cities. These cities along with Bangalore and Chennai serve as gateways to
important tourist destinations in India.
Presently the five star and four star hotels room capacity in the four metro cities is close to
13000 rooms. Mumbai and Delhi account for the bulk of the total room availability.
In the long-term, the hotel industry in India has latent potential for growth. This is because
India is an ideal destination for tourist from various countries as it is the only country with
the most diverse topography. At present India accommodates more than 5 million annual
foreign tourists and 562 million domestic tourism visits.
The hotel industry is one of modern Indias big success stories. It has created a new model
for development and growth; a model that is uniquely Indian. One of the worlds best hotels
is Vanyavilas, a small luxury resort run by the Oberoi group near Ranthambhore in
Rajasthistan.Vanyavilas was accorded this distinction by Travel & Leisure magazine which
produces a list of the hundred best hotels in the world every year. As big a deal as the honour
is, it is not the first time that an Indian hotel has topped the list. In 2007, Udaivilas, another
Oberoi property (in Udaipur) was rated as the best hotel in the world.
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1.6 Industry volume:
Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4
million tourists visited India last year and at current trend, demand will soar to 10 million in
2010 - to accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of
150,000 rooms fuelling hotel room rates across India. With tremendous pull of opportunity,
India is a destination for hotel chains looking for growth. The World Travel and Tourism
Council, India, data says, India ranks 18th in business travel and will be among the top 5 in
this decade. Sources estimate, demand is going to exceed supply by at least 100% over the
next 2 years. Five-star hotels in metro cities allot same room, more than once a day to
different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage.
With demand-supply disparity, 'Hotel India' room rates are most likely to rise 25% annually
and occupancy to rise by 80%, over the next two years. 'Hotel Industry in India' is eroding its
competitiveness as a cost effective destination. However, the rating on the 'Indian Hotels' is
bullish.

Current scenario:
The hospitality industry is becoming another high-profile casualty of the slowing
economy, with nearly 75 big hotels putting up the 'for sale' boards and several others
raising the red flag amid falling check-ins and wilting room rates.
Most hotels in the country are running half empty, as the GDP growth slips to 5% levels
this fiscal year, says the Federation of Hotel and Restaurant Associations of India
(FHRAI). In a preliminary report, The Atria Hoteliers' body has found that average hotel
occupancy in 2012-13 dropped to the lowest in a decade at 58.3% and average room rates
fell to Rs 6,214, the lowest in six year
Hotel occupancies had reached a high of 71.5% in 2010-11 growing from 64.8% in 2006-
07. Average room rates peaked at Rs 7,989 in 2010-11. It was Rs 3,569 in 2006-07.

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CHAPTER2
Company profile

The Atria Hotel
#5089, 1, Palace Road,
Bangalore-5600001

The Atria hotel


2.1 History
The Atria group of companies was founded 40 years ago by A.S.K. Brothers, Sri A.S.
KuppaRaju, Sri A.S. Narayan Raju and Sri A.S ChinnaswamyRaju. The group has grown
into a large diversified operation through sharp business acumen displayed by its
founders over the years.
It was started as a construction company, but its activates now range from construction,
building material manufacturers, hotel services, information technology, educational
institutes, financial services, power projects and real estate development.
The Group considers hotels a major thrust area and intends to focus its effort in the line
of business. The Atria group of companies started its activities in hotel business with the
objective of addressing the needs of the business class.
The Atria Hotel, Bangalore
The Atria hotel located in Bangalore, Karnataka offers flawless hospitality, contemporary
facilities and reasonable rates, and these factors combine to form an unbeatable bargain in
this hotel for those who want to explore the silicon valley of India.
It is located at #5089, 1, Palace Road, Bangalore-5600001 which is in the heart of
Bangalore city .It is easily accessible to M.G. Road the corporate hub of Bangalore which
is just 5kms away. It is very convenient to locate the place from the airport and the
railway station as it is in the centre of the city.
Hence The Atria Hotel has a great competitive advantage with respect to location in the
city.
The Atria hotel was commissioned in 1993, initially with 18 rooms, a coffee shop and
also limited room service. Today the Atria Hotel is most preferred and a business class
hotel with star facilities. Hotel Atria offers delightful stay options and caters to all the
needs of the customers with elegant style.
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The Atria Hotel has a sprawling split-level atrium lobby and there are four floors above
the lobby level and a minus 2 level with 3 guests elevators and 2 service elevators.
Today hotel is running with 168 rooms including 8 Suits (each floor has 2 suites), 7
banquet walls, an exclusive Indian restaurant (Tijori), Pan Asian restaurant (silk winds),
coffee shop (1498 AD), Bar (Aqua bar) and a business centre with Board rooms and
cyber zone with internet facilities.
They have a 24 hour room service and 24 hour check in/checkout service. They have 7
banquet halls, with a capacity of 12 to 1000 pax. The business centre is operational from
8 a.m. to 11 a.m. The business centre is newly opened with well decorated wooden
interiors with 2 Board rooms having a capacity of 5-12 pax for conference. The cyber
zone is located in the business centre where 2 P.Cs are dedicated for internet browsing
for the guests.

2.2 Vision and Mission,
Vision
To be the best business class hotel in the country, by giving personalized attention at
value for money, to the guest.
Mission
The professional and dedicated team at the hotel strives to delight every guest every time.

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2.3 Milestones
2012: Hotel has upgraded it life style rooms.
2011: Hotel has separated HR department and purchase department and given
identification of HR department and purchase department.
2010: Hotel has upgraded its technology in production department.
2008: They constructed new bakery, butchery.
2005: cold store room has constructed.
2004: Hotel has introduced its information system.

2.4 Operation area and business:
The Atria group consists of the three different businesses they are:
The Atria Hostility
The Atria Power
The Atria Educational Institution

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2.5 Product and Service profile:
Rooms:

The Atria hotel facilitates rooms that are mostly of inviting surprises. The 168 rooms that
are there may be categorized into King Leisure rooms, superior suites and standard suites.
All the rooms of Atria hotel offer facilities such as:
Hot and cold water shower
Bath tubs
Guest amenities such as dental kit, soaps, comb and shaving kit, sewing kit,
businessman kit, coffee maker, hair drier and shaving razor
Television with cable connection
Direct phone facilities STD/ISD
Safe deposit lockers
Acceptance of major credit cards
Internet cord
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A/C central
Mini bar
24 hours check in/check out
There is a travel desk that is situated at the lobby for all travel related assistance and for
car time.
Growth of the organization
The hotel has been growing at a fast pace, initially when the hotel was opened they had
only 18 rooms but today the hotels business has grown to a large extent, Atria Hotel
Bangalore offers 85 newly renovated rooms, named as lifestyle rooms, which have
contemporary design and interiors to meet present day business needs and life style. A
sprawling split-level atrium lobby surrounded by 168 centrally air-conditioned rooms,
suites and theme suites with two scenic elevators to take you up to your rooms.
The hotel has improved a great deal on the quality of services that they offer and is now
in par with various international 5 star hotels.

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Restaurants:
The Coffee Shop (1498 AD)

This is located below the lobby level; the coffee shop has been christened as a tribute to the
famous Portuguese navigator Vasco Di Gama.
The coffee shop has multi cuisine delights, sumptuous buffets and interesting lunch
sessions pampers the customers at this posh coffee shop. Evening snacks and dinner is on
a-la=carte, serving traditional Andhra/Coastal/Indian and Continental food.

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Tijouri:

This is a truly Indian restaurant, which has authentic mouth-watering flavors of Hindustani
cuisine to the rhythmic accompaniment of melodious music in a soft and cozy ambience.
The restaurant has an ethnic Rajastani ambience and serves North frontier and Mughlai
food. It is a 65 cover restaurant which is located in minus one level next to the guest
capsule lift.

Silk Wind
This is a pan Asian Restaurant offers an exotic repertoire Szechwan and Cantonese
delicious dishes with a distinctive oriental ambience. It has a seating capacity of 62 covers.
It is located at the lobby level next to the guest capsule lift.

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Aqua Bar

A well shocked bar with an extensive selection of premium labels. It is replete with plush
interiors and cozy ambience. The bar has a capacity 0f 26 covers and is located in the main
lobby.

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Banquet and Conference Facilities:

All the banquet halls are located in minus one level except the committee hall which is
located next to the Silk Winds restaurant at the lobby level. There are 6 banquet halls
which can seat up to 1000 people. It is equipped with the latest conferencing aids and
sumptuously appointed; the banquet halls provide the perfect setting for any occasion.

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B) Service Profile:
24 hour check-in/check-out
Free safe deposit lockers
Travel desk
Laundry/Dry cleaning service
Florist
Doctor on call
Business centre
Foreign exchange
STD/ISD Direct dialing
Internet, fax and secretarial service
Wheel chair
Golf arrangements on close proximity
Daily choice of complimentary newspaper
Provision of seasonal fruits on request

2.6 Competitor:
The Lalit Ashok
ITC Windsor
Park Plaza Bangalore Hotel
The Oberoi Bangalore

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2.7 Policies of the organization:
Employees will get their salaries on 5
th
of every month.
Employee will get 12 Causal leave after one year employee will get paid leave.
If employee not comes for organization for more than 15 days without intimation
than the employee will be terminated according to labor act.
Employee cant disclose any of the official matter of the organization to outsiders.

2.8 Number of employees in different levels or catagories
Total number of employees in the organization is 313
Employees are divided into 2 categories they are

Operation and Administration Department
OPERATION
NO of
EMPLOYEES
ADMINISTRATION
NO OF
EMPLOYEES
F&B(S) 67 HR 4
F&B(P) 58 SECURITY 12
MAINTANANCE 54 FINANCE 20
HOUSE
KEEPING
88

FRONT OFFICE 10

2.9 Performance of the organization:
The Atria Hotel turnover was 1 crore
Revenue is generated from F&B and Front office
In the month of July revenue from front office was 60 lack.
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2.10 Organizational Chart

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2.11 Management or Board of Directors
Sri ChinnaswamyRaju Managing Director
Sri C.S.SunderRaju Director
Sri K Nagaraju Director
Sri P.K Nair General manager
Sri D.N Reddy Deputy general manager
Sri vinay Sharma Front office manager
Sri M.T.Babu HR Manager
Sri suryanarryana Executive housekeeping
Sri Ajit Motra Training manager
Sri Mani varma F&B Manager

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CHAPTER-3
Study of Functional area/departmental study

3.1 Human Resource Department
Personal department or human resources as it is better known deals with all employee and
employment related issues like selection, recruitment and training of staff and
development and proper utilization of employees.
Human Resource Management is that part of management that is concerned with people
at work and with their relationships in an effective organization; it is concerned with the
functions of planning, organizing directing and controlling of the procurement,
development compensation, integration, maintenance and separation of Human
Resources to the end such that individual, organizational and societal objectives are
achieved.
Human Resource Management is a function of all management decisions and practices
that directly affect or influence the people, or human resources who work for the
organization. It is also a function of hiring, motivating and maintaining people in an
organization. It focuses on people and is concerned with peoples dimensions in an
organization.

Objectives of HR Department:
The HR department has five main objectives. They are:
To give meaning and purpose to the job of the employee.
To maintain a high level of motivation and morale.
To ensure that the employees are properly qualified.
To train and cross train all employees on a timely basis.
To minimize absenteeism and keep track of attendance of all the employees.
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Atria hotel HR Function:
Recruitment
Employee on boarding
Compensation and Benefits definition
Info store
Posting (manages employee organization unit changes and maintains history)
Performance Management
Leave Management
Training Management
Career view
Separation

Employee information
Atria hotel HR tracks and provides all employee related information - that includes
Personal details
Organization unit related information
Contact details
Family and Nomination details
Career details
History of salary changes undergone , Compensation details
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Training details - Recommended , Requested , attended
Performance rating details

Leave management
Atria hotel HR allows you to create any number of leave types. Group employees on any
organization units for the purpose leave policy definition. Employees can make a request
for approval of manager. Managers can approve, reject a leave request. Tracks employee
leave balances. Allows managers to view leave calendar of the team
Track leave balances
Definition of holidays
Definition of Week off
Leave encashment
Leave request , approval, Compensatory off

Training department:
The training department is also a part of the personal department. The personal
department has a separate training manager for the training department or in very small
properties the personal manager himself is appointed as the training manager.

The training department acts as the backbone for all the operation in The Atria Hotel. The
main emphasis of the training department is to train new employees at the time of
training, brush up the knowledge and skills of the existing staff, to help increase their
efficiency.

The Atria hotel


The training department uses various techniques to train and motivate the staff at The
Atria Hotel. The training classes conducted on weekly basis for people of different
departments.

Training objectives:
Competency development of employees at all levels based on Training Need &
Identification.
Training Effectiveness to be sustained to 90 percent.
Emphasis on application oriented programs to improve functional efficiency.
Impart more behavioral programs for attitudinal change/team working

Training on
Functional Needs (Discipline wise requirement)
Behavioral Needs (Conduct/Perform. require.)
Training hours
Staff 15 days
Workmen 15 Hours

Internship training
This sort of training is important to employees who are transferred from other units,
freshers or to the employee promoted in new jobs. This is advanced vocational training
system.

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External training
Every year before March annual training calendar is prepared after consulting all the
concerned departmental heads on various need based training program on different
aspects like technical, marketing and of HRD administration to develop skills and latest
technical know-how and same is approved by the management.

Training execution
65-70% programs through Internal Faculty.
15-20% programs through External Faculty.
05-10% programs through External programs.

Training evaluation
Feedback by the participants
Training Effectiveness Review System (TERS)

Performance management
Employee is appraised on a Five Point Rating Scale, they are:
a. Non Performer
b. Performer
c. Consistent Contributor
d. High Achiever
e. Exceptional Achiever
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The company organizes training program on need basis regularly for freshers and for
existing employees. The type of training is as under:
On the job training for all categories of employees.
Learning new techniques through internal training or by external agencies.
Refreshers training and training for promotion in the organization.
Remedial training and general training in safety, discipline, culture, rules and
regulations of the company, statutory matter and procedure.

HIERARCHY OF HUMAN RESOURCE DEPARTMENT:

The Atria hotel


3.2 Front office department:

The mere mention of the word hotel conjures up exciting images, a busy lobby filled with
international dignitaries, celebrities, and large exceptions, business person, family
vacationers, etc. The excitement that you put in a hotel lobby is something one will
remember forever in his/her career.

This is the beginning of understanding the concept of providing hospitality to guests. As
they begin to grasp the principles of a well-operated hotel, they discover the important
role the Front Office plays in keeping this excitement intact.

The Front Office is the nerve centre of a hotel property. Selling of rooms, communication
and accounting are the most important function of the front desk employees. Executive
communication with guests employees of other department within The Atria Hotel
paramount is projecting a hospitable in projecting a hospitable image. Answering guest
inquiries about hotel services and other guests, marketing and sales department request
for information on run availability and housekeeping department inquiries concerning
guest reservation are some of the routine tasks performed almost constantly by a hotel
font office in its role as a communication hub.
The very fact that role of front office manager contributes to more than 50% of the
revenue makes the front office of a hotel a position of great importance. The profit
percentage from the sale of rooms is very high.

In addition to this it plays a role of image building for The Atria Hotel, as it is the first
and last paint of contact of the guest. If one talks notice of each component of the role of
the front office, one could have a better perception of the department.
Front office is the nerve centre of The Atria Hotel. The guests get a first impression about
the efficiency of The Atria Hotel through the front office. The front office desk is usually
the focal point of activity for the front office and is prominently located in The Atria
Hotels lobby. The front office staffs have more contact with guest than any other hotel
The Atria hotel


staff. A hotel derives it major income from the sale of rooms to guests who are seeking
accommodation in a specific location. Guest comes to the front desk register and receives
room assign to them, to inquire about available services, facilities and information about
other cities, or surrounding areas. The front office often serves as The Atria Hotel control
centre for guest requests concerning housekeeping. Also it becomes the base of
operations during emergency such as fire or injury to guests.

The selling of room is done through a systematic method of reservation, registration and
assigning of rooms.
In general the functions of the front office include:
Selling and assigning of rooms to guests.
Providing information about The Atria Hotel and surroundings.
Planning accurate room status information.

Function of the front office department at the Hotel, Bangalore include
1. To sell guest room.
Accept and process reservations.
Handle walk-in.
Perform registration.
Assigning of room

2. Provide information on hotel service
Concerning internal hotel operations
About external events and locations.

3. Coordinate guest service
Act as a liaison between front and back office area.
Handle guest problem
Handling guests calls, mails.
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4. Chart room status
Coordinate room status with housekeeping
Occupied
Vacant.
Departure.

5. Maintain guest account
Construction of guest folios.
Pasting charges onto the folio and updating the folio.
Documentation of guest transaction.

6. Settlement of guest account
Settlement of guest folio.
Perform check out procedure

7. Construct guest history
Record the guest personal data for future reference to marketing.

The following sections of the front office carry out the above-mentioned
operations:
Reservation
Reception
Information
Bell desk
Cash
Telephones
Hospitality desk (Guest Relations)

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Hierarchy of front office department

Front office operations:
Like any other hotel the front office department of The hotel plays a key role in revenue
generation as it contributes to more than 57% of The Atria Hotel revenue generated, only
through the sale of rooms.

The smooth and efficient working of the front office department is only achieved through
coordination between the different sections of the front office department. The main
function of the front office department is to support and facilitate guest transactions and
services.
The Atria hotel


3.3 Housekeeping department

In The atria, the housekeeping department is one of the key departments and employs a
large no. of people. The housekeeping department has the great responsibility of taking
and upkeep of the various departments and different areas of the property and covers a
wide area.
It coordinates with other departments to ensure the smoother functioning of the
establishment. Though it is not a direct source of revenue, its contribution to the
operation of The Atria Hotel is critical and cannot be ignored. It is the housekeeping
department, which makes the stay of a guest in The Atria Hotel comfortable by creating
a warm and homely atmosphere. It caters to the guests requirements and provides the
necessities in the right shape and order. After the front office, this is the most important
area which creates a long and lasting impression upon the guest and can influence the
guest to patronize the particulars hotel time and again. An incomplete housekeeping
department of any hotel can detract guest & loose clientele & consequently the revenue.
So, the housekeeping department in a hotel is responsible for the cleanliness,
maintenance and aesthetic upkeep of The Atria Hotel. The role of housekeeping is to
keep clean, comfortable and safe house.

Areas covered under House Keeping Department
Housekeeping Control Desk.
Guest Room.
Public Area.
Linen Supply / Room.
Laundry.
Uniform Issuing Room.
Florist.
Lost and Found.
Stores.
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Hierarchy of House Keeping Department

Job description of executive house keeper in The Atria
Supervises and is responsible for the cleanliness order and appearance of The
Atria Hotel rooms and public areas.
Prepare reports when required.
Participate in all department head meetings.
Train all employees to perform the standard procedures as applicable to their
position.
The Atria hotel


Work closely with the general managers on day to day housekeeping
requirements.
Prepare the annual housekeeping budget and submit it to the general manager.

Importance of House Keeping:
The housekeeping department has the responsibility for the only and daily and periodic
cleaning of the guest rooms and public areas. Consequently, the department has in case
then and furnishing carpets and furniture beds and bedding and sometimes laundry work
for the guests and other department.

In all its work the aims of housekeeping department is to maintain as standard which are
constant with good housekeeping practice and which are reflected through satisfied guest.

Among other aspects of hotel life, comfortable guest room and efficient provision of
service are assessed by guest who can do influence potential customers. The reputation of
the residential establishment also depends upon the efficiency and loyalty of staff.

3.4 Sales and Marketing Department
A large number of radical strategic activities covered in marketing that tells the clientele
about the services and facilities offered to the guest so that the clientele knows about the
market mix. This is a key department in any hotel because determination of the sale is
important for any hotel. The activities undertaken include determination of rooms and
f&b sale, miscellaneous sales, sales of The Atria Hotel is a well guarded company secret.

Marketing includes:
Range of sales activities.
Advertising in all media.
Public relation.
Development of communication services and reservation.
The Atria hotel


Sales techniques:
Selling of hotel services is done through marketing groups or directly with public through
travel agencies. The process of selling is done with certain policies in mind. Planning is
important aspect that includes group and convention sales, travel agents, and banquets
sales. Detailed research is carried out to ascertain sources of business, other job include
administering and managing the departments for the proper delivery of service sold,
communicating with sources of business.

Function of the Sales Department in The Atria:
Supervision of this area by Corporate Director of Sales & Marketing
Guide development and implementation of Marketing Plan
Coordinate advertising and marketing
Provide sales and marketing training at regular sales meetings
Provide tools and systems for effective tracking and implementation of programs
Review and approve specific marketing strategies, programs, and print materials
(brochures, ads, flyers, etc.)
Corporate review of monthly sales reports
Participation and membership in key sales related organizations; i.e., National
Tour Association, Hospitality Sales and Marketing Association, and Society of
Government Meeting Planners
Assist in recruiting, interviewing, developing, and hiring of sales staff
Review and approval of specific marketing strategies, programs, and printed
materials
Arrangement of group advertising and marketing
Continued sales and marketing training
Tools and systems for effective tracking and implementation of programs
Corporate review of monthly sales reports
Sales leads to The Atria Hotels through our Inter sales program
Participation and membership in key sales related organizations
The Atria hotel


Extensive corporate database for direct mail marketing

Comprehensive Sales & Marketing Direction Connect with new customers through an
expert mix of traditional and modern sales channels.
The Atria Hotel has been filling hotel rooms since 1993, and over the years they have
established a track record for properties that consistently exceed their fair market share.
One of the keys to their long-term success is their ability to develop and implement hotel-
specific marketing plans that efficiently allocate marketing, both locally and nationally,
to promote sales for their hotels. They have proven strategies that employ traditional
media and they have been pioneers in leveraging powerful online channels as they
evolve.

Banquet Sales:
This type of business includes wedding dinner, cocktail parties, social events, etc. pre-
established menu along with their prices are used so that the customer could select an
appropriate menu. The main source of business is the local community in which The
Atria Hotel is situated. Proper relationships are maintained with people, companies and
local organizations; because they have periodic functions and meetings.

Advertising
It requires careful planning and organization. The steps are as followed:
Carrying hotel messages to specific market.
Advertising through media and newspaper.
Finding what guest wants.

Selecting most communicative media.
Setting aside funds for research.
Hence sales and marketing are complementary. If marketing establishes what people need
then sales demonstrates how their needs could be fulfilled.
The Atria hotel


Co-ordination with other department:
Food and Beverage Service: Gets revenue by selling the different facilities of F &
B service, banquets halls etc.
Food and Beverage Production: By selling food and beverage with the help of
advertising.
Front Office: For marketing and selling of different kinds of rooms and suites
with the help of advertisement.

Hierarchy of sales and marketing department:

The Atria hotel


3.5 Finance Department
The accounts department of The Atria Hotel is the one that keeps track of all money
transactions of The Atria Hotel. The uniform system of accounting is followed by the
Atria Hotel, in respect to the Atria Hotels income. All accounting that is planning,
budgeting and analyzing is done by the accounts and finance department. It is also
responsible for preparing financial reports with regard to income and expenditure.
The Atria Hotels basically credits for two kinds of accounts: -

Accounts Payable
Settlement of bills.
Payment of cheques.
Payment of salaries.
Record for petty cash for purchases.
Maintaining fund flow registers.

Accounts Receivable
Payment by guests.
Bills to company.
Dues from travel agents.

Tools used for accounting purposes
Guest check invoices and receipts.
Cash receipts.
Accounts receivable.
Accounts payable.
Purchase order.
Cash disbursement.
Pay roll.

The Atria hotel


General cashiers:
The general cashiers have their cabins in the back area of the restaurants.
All the KOTs first copy comes to the cashier who then starts making folios for the
KOTs table wise.
If the guest signs the bill and charges it to the room then both the copies of the bill
remain with the cashier, who then sends one to the FO cashier.
Maintainingyea the outlet sales summary.
There is one general cashier at the account department; his basic job is to keep
track of all petit cash paid out for purchase purposes or any other purpose. He
receives vouchers from purchase along with daily receivable report, goods bills of
payment. At the month end a total summary is made and the total is posted in
general ledger, one entry is done for the whole month.

The Finance and Accounting departments play a significant role in the management of
atria Hotels & Restaurant, Inc. by providing the financial data used by all managers in
their daily decision making, ensuring financially sound and thriving hotels.

At the property level, these departments work closely with General Managers and
department heads to maximize their financial acumen, assist with recommendations for
desirable economic options, safeguard owner assets with reliable internal control systems,
and forecast and prepare monthly and annual reports.

At their corporate offices, Finance and Accounting play key roles in analyzing and
driving business case recommendations and providing support for investments and
strategic initiatives for our partnerships, loyalty programs, brands and the company
overall.

The Atria hotel


Co-ordination
The account department coordinates with all the other revenue generating outlets of The
Atria Hotel, for settlement of bills etc. It also coordinates with the personnel department
to receive the monthly attendance statement of the employees, as it is the department,
which is responsible for the payment of wages and salaries to the employees of The Atria
Hotel.

Hierarchy of Financial Department

The Atria hotel


3.6 Purchase and Stores Department

Purchasing can be defined as a function or a task concerned with the search, selection,
buying, receipt, storage and final use of a commodity in accordance with the catering
policy of the company.

It is very important to a hotels F&B department to exercise control when food is bought
and stored. This is where the purchase department plays a vital role in checking the
quantity and quality of the commodities.

The purchase department does not only do the purchasing of food and beverage
commodities for an establishment but it is also responsible for receiving and storing them
at The Atria hotel. Only the alcoholic beverages received are checked and handed over to
the F&B controls and they, then further issue it to the bar and respective department on
the demand of customer.

At The Atria hotel all the imported sprits and beers served were indented for, from the
head purchasing office. Also was all the stationery. Only the IMFL and domestic beers
and day-to-day edible food commodities were purchased locally.

All other non consumable items like soaps, shampoos etc. all are purchased at the central
purchasing office and are then shifted to its respective department

Duties of Purchase Manager
Responsible for the management of the purchasing office, receiving, stores and
cellar areas.
Direct supervision of the purchasing and storing of all types of commodities.
Ensures a continuous supply of all items to the various departments of The Atria
Hotel.
The Atria hotel


Research into new economical products, must study market structure, prices and
trends in the market.
He must possess high moral and ethical values and must be loyal to the
establishment.
He should have good judgment quality in terms of price, services, food items etc.

Purchase procedure
A requisition form of an authorized member of staff related to any department
makes a request for purchasing item. Then selection of the source of supply.
Negotiating with the suppliers and entering into a contract with the suppliers. The
contract with the supplier has to satisfy the all the condition of the contract, that is
time of delivery, quality, quantity and size, mode of payment etc. & to reject
goods if it is not to the norms.
Accepts goods ordered after inspecting and maintain a register to make sure that
materials obtained those for which order was placed & also adjust, if any
discrepancies arise that can be solved later.
Transfer commodities to the ordering dept. or to store / cellar.

Purchasing of Food material
Purchasing of food items can be done by the following methods: -
Specific Period Contract: Which aims at determining the source of supply, if
goods with the agreed price for a separated period of time, it is often 3-6 months.
Firms at Opening Price: In this method the contract is made with the supplier for a
specific rate and irrespective of change in price, the supplier has to deliver goods
on accepted price.
Subject to Approval of Price: In this method the buyer has option if the price
fixed in the contract is not acceptable, because of fall or rise in market price etc.

The Atria hotel


Stores
The main objective of a good store is to ensure that adequate supply of foods for the
immediate needs of the establishment are available at all times.
There are mainly 4 types of stores: -
Dry Store.
Dry Food Store.
Refrigerated Storage.
Frozen / Low Temp. Storage.

All the types of stores have their own advantages but the purchasing only maintains the
dry stores and the beverages stores, while the kitchen staffs maintains the other two. As
only very highly perishable items are stored in they and such items are ordered on a daily
basis.

The Atria hotel


Hierarchy of Purchase and Stores Department:

The Atria hotel


CHAPTER 4
SWOT Analysis

Strengths:
Location: The major strength of this hotel is location is because it nearer to places likes
railway station, bus stand and local airport, vidhan soudha.

Competitive prices: Hotel provides delicious and quality food and service at very
competitive prices compared to other hotels.

Reputation: The Atria hotel has started in 1993 from that time company has maintained
its reputation by providing good service food and allotment of rooms.

Quality of food and service: Hotel is providing good quality of food and service to
customer. The quality of food is provided according standard in terms of taste and
quantity.

Ample space in rooms and parking space: Hotel has been constructed in a spacious
area because the hotel is providing parking facility when some function is held like
marriage etc.

Government support: Till a few years ago, the Indian government had a total apathy
towards promotion of tourism. In fact, the industry did not find a place in the
government's fund allocation. Things have, however, witnessed a change. The
government seems to have realized the importance of tourism and is willing to spend
towards the development of the industry. The 'Incredible India' campaign is a product of
this realization. The focus on infrastructure, modernization of airports, open sky policy,
development of new tourist destinations and circuits, more fund allocation towards
The Atria hotel


tourism are some of the initiatives taken by the government to promote tourism. The
Indian hotel industry stands to gain from this pro activeness shown by the government.

Weakness:
Hotel is not modernized: Hotel has not changed its interior from past 17 years it is
major weakness of The Atria hotel.

Poor support infrastructure: The atria hotel is currently spending a miniscule amount
compared with its needs, on infrastructure.

Huge turnover of the staff in F&B(s) and Housekeeping

Attrition: Atria are in an industry where attrition is one of the major areas of concern.
This year, Atria has an annual attrition of 32% which is higher than average mainly due
to ramping down activity during the year. The Company also faces a tough challenge in
recruiting employable manpower from the large manpower pool available. Atria have
been investing a lot of resources for training candidates on the basic skills that are
required to make them employable. These are also done through partnering with
educational institutions and governmental organizations.
Atria must necessary processes are in place to ensure that right candidates are being
hired, trained and retained. However, the availability of employable candidates is higher.

The Atria hotel


Opportunities:
Core competency: The strategy of Atria has always been to grow by developing its
expertise in specific verticals. This has helped atria for sharpen training & processes for
specific domains enabling to achieve domain specialization resulting in delivering quality
service to each of their customers. Atria have the experience, expertise and customizable
service that focus on customer delight. Its solutions are reflective of its outlook and focus.

Building lasting Relationships: Its a culture that percolates into everything it does.
Atria look to grow in each of these horizontals and also identify and develop
specialization into serving to grow our offerings continuously.

Rising Income: While there has been much talk about record number of foreign tourist
arrivals, very little has actually been said or done about domestic tourism, which,
according to our estimates, has registered a 40% annual growth in the last three years and
is currently estimated at 300 m travelers. Per capita income grew by an impressive 7.1%
in 2005, while Gross Domestic Savings touched an all time high of 28%. Significantly,
the present-day consumption boom in India has been influenced more by higher
disposable income rather than lower savings. This is good news, as income induced
spending is likely to sustain itself for a longer period. Higher disposable incomes are also
expected to enhance the concept of traveling for leisure.
New business opportunities: Over the next three to five years, the biggest surge in
accommodation demand is expected to come from commercial zones that are being
developed in metro suburbs and secondary markets.
Open sky benefits: The opening up of the aviation industry in India brings exciting
opportunities for the hotel industry (airlines transport around 80% of international
tourists). As the open skies policy has benefited both international and domestic travel.

The Atria hotel


Threats:
Infrastructure risks: The Company has invested substantially in the state of the art
infrastructure and equipment in its centers to provide a world-class service to its
customers. Service to our customer also depends on the uninterrupted functioning of
these equipment, power and stability of equipments. Any obsolescence in the
infrastructure and equipment leading to incompatibility with custom or any disruption in
the essential services may affect the business of the company.

Increasing competition: There are many other Five star hotels in the area that creates
tough competition i.e. Taj, Moven Pick, Four Seasons.

Event risk: Events like bomb blasts and terror attacks in Bangalore have severely
impacted the tourism and hotel industry. It resulted in decreasing in the number of
foreign tourists.
Development in transportation facility: As transportation facilities are developed,
customer having work of one or two hours in other city or country can return back to his
home place within no time, this would cause decreasing in the customers who are using
hotel facilities.

The Atria hotel


Chapter 5
MCKINSEY 7S MODEL

The McKinsey 7S Framework is a management model developed by well-known
business consultants Robert H. Waterman, Jr. and Tom Peters. The 7-S framework of
McKinsey is a Value Based Management (VBM) model that describes how one can
holistically and effectively organize a company. Together these factors determine the way
in which a corporation operates.
The 7S model can be used in a wide variety of situations where an alignment perspective
is useful.
Improve the performance of a company.
Examine the likely effects of future changes within a company.
Align departments and processes during a merger or acquisition.
Determine how best to implement a proposed strategy.

The Seven Elements:
The McKinsey 7S model involves seven interdependent factors which are categorized as
either "hard" or "soft" elements:

Hard Elements Soft Elements
Strategy
Structure
Systems
Shared Values
Skills
Style
Staff

The Atria hotel


"Hard" elements are easier to define or identify and management can directly influence
them. These are strategy statements; organization charts and reporting lines; and formal
processes and IT systems.
"Soft" elements, on the other hand, can be more difficult to describe, and are less tangible
and more influenced by culture. However, these soft elements are as important as the
hard elements if the organization is going to be successful.
The way the model is presented below depicts the interdependency of the elements and
indicates how a change in one affects all the others.

The Atria hotel


S1: STRUCTURE
Business needs to be organized in a specific form of shape that is generally referred to as
organizational structure. Organizations are structured in a variety of ways, dependent on
their objectives and culture. The structure of the organization often dictates the way it
operates and performs. Traditionally, the organizations have been structured in a
hierarchical way with several divisions and departments, each responsible for a specific
task such as human resources management, finance or marketing. Many layers of
management controlled the operations, with each answerable to the upper layer
of management. Although this is still the most widely used organizational structure, the
recent trend is increasingly towards a flat structure where the work is done in teams of
specialists rather than fixed departments. The idea is to make the organization more
flexible and devolve the power by empowering the employees and eliminate the middle
management layers.

The Atria hotel


S2: STRATEGY
Strategy is the plan of action an organization prepares in response to, or anticipation of,
changes in its external environment. Strategy is differentiated by tactics or operational
actions by its nature of being premeditated, well thought through and often practically
rehearsed. It deals with essentially three questions (as shown in figure):
1) Where the organization is at this moment in time,
2) Where the organization wants to be in a particular length of time and
3) How to get there.
Thus, strategy is designed to transform the firm from the present position to the new
position described by objectives, subject to constraints of the capabilities or the potential.

Focus strategy:
It focuses more on tourists.

Differentiation:
The Atria Hotel has the experience, expertise and customizable service that focus on
customer delight.
Cost leadership
They charge low cost compared to other 5star Hotels.
HOW DO WE GET
THERE?
WHERE DO WE
WANT TO BE?
WHERE ARE WE
NOW?
The Atria hotel


S3: SYSTEMS
Every organization has some systems or internal processes to support and implement the
strategy and run day-to-day affairs. For example, a company may follow a particular
process for recruitment. These processes are normally strictly followed and are designed
to achieve maximum effectiveness.
The Atria Hotel has been following a bureaucratic-style process model where most
decisions are taken at the higher management level and there are various and sometimes
unnecessary requirements for a specific decision to be taken.
S4: STYLE
It includes the dominant values, beliefs and norms which develop over time and become
relatively enduring features of the organizational life. It also entails the way managers
interact with the employees and the way they spend their time. Culture remains an
important consideration in the implementation of any strategy in the organization.
In The Atria Hotel decision making involves discussions among cross section of
departments and/or formal decisions by the Competent Authority on office notes in
accordance with the Instrument of delegation of Financial and Administrative powers.
S5: SKILLS
Skills refer to the capabilities of the staff within the organization as a whole. The
employees of The Atria Hotel possess different skills which are relevant for their work.
Skills refer to the capabilities of the staff within the organization as a whole. The
employees of The Atria Hotel possess different skills which are relevant for their work.
The Atria hotel


Top level management, senior level management and middle level management possess
conceptual and human skills. These skills are required as they are responsible for
planning, evaluating and executing policies, strategies etc.
Lower level management possesses technical and human skills. These skills are required
to perform their job efficiently.
S6: STAFF
Organizations are made up of humans and it's the people who make the real difference to
the success of the organization in the increasingly knowledge-based society. The
importance of human resources has thus got the central position in the strategy of the
organization, away from the traditional model of capital and land.
The Atria Hotel has total staff strength of about 313. The selection procedure includes
personal interview for non technical jobs and technical evaluation for technical jobs. The
recruitments of job vacancies are made by publishing advertisement in newspaper,
employment news paper, walk in etc.
S7: SHARED VALUES
All members of the organization share some common fundamental ideas or guiding
concepts around which the business is built. These values and common goals keep the
employees working towards a common destination as a coherent team and are important
to keep the team spirit alive.
Safety
Service
Excellence
Teamwork
Accountability
Social responsibility
The Atria hotel


CHAPTER 6
6.1Findings

Findings:
The Atria Hotel is large, well organized profitable Organization and maintained
its reputation by providing good service.
The Atria Hotel has efficient workforce.
There is high turnover of staff in Atria Hotel.
Employees arent satisfied with the salary package.
The Atria Hotel is not modernized, as it has not changed its interior from past 17
years.
There are no proper training sessions for the employees working in housekeeping
and cleaning department, as a result of this, damage caused by the employees is
high.
Technical Maintenance is not up to the standards.
The Atria Hotel has the experience, expertise and customizable service that focus
on customer delight.
The Atria Hotel is providing good quality of delicious food and service at very
competitive prices compared to other hotels.
In housekeeping department employees have to inhale hazardous gas while dry
cleaning customers clothes.

The Atria hotel


6.2Suggestions

Employees should be trained in regular intervals, in order to increase their
productivity and efficiency.

Employees in Housekeeping department have to be given safety equipments so
that they dont inhale the gas coming out from the machines while dry cleaning
customers clothes which is hazardous to their health if they inhale.

Offer fair working conditions and above-average pay. Check on the pay and
benefits offered to the competitor's employees and raise employees pay when
necessary.

Technical aspects are to be taken care, like improving wi-fi quality, maintenance
of surveillance cameras, etc.

Retain the trained employees, so that accidental damages would reduce and the
quality of the service would increase.

The Atria hotel


6.3 Conclusions

The project has been prepared to list out the operational aspects of different departments
of The Atria Hotel. After compiling various information of different departments and
providing solution to the various problems a solution may be drawn that no department is
without problems.

The project has partially explains the various functions and procedures of department at
The Atria Hotel. The hotel is running well and has a good share of business and corporate
clientele but it is worthy to mention now that the system and procedures need an up
gradation. A little more strain on the delegation of power should be given.

The Atria Hotel not only gives importance to passengers but also is concerned about it
employees.
The Atria Hotel makes sure that the employees follow the rules while they are on duty
and are satisfied with work that they do. The organization takes care of the comforts of
its employees and makes sure that even after their retirement they have benefits provided
so that they can spend their old age at ease.
Therefore one can confidently state that The Atria Hotel takes good and adequate
measures to make sure that its employees are satisfied and contented working in this
organization.

The Atria hotel


Chapter 7
Bibliography

BOOKS:
Strategic management theory CHARLES WE HILL
Marketing management PHILIP KOTLER

Websites:

www.atriahotel.com
www.google.com

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