INTERNSHIP REPORT

THE WESTIN GURGAON

SUBMITTED FOR THE AWARD OF THE DEGREE OF

Bachelors in hospitality and administration
BY:-
SWATI YADAV
2022BHM012

JLU School of hospitality & Tourism

Bhopal , (INDIA)

THE YEAR 2022

THE WESTIN
GURGAON
INDEX:-
1.ACKNOWLEDGEMENT
2.CERTIFICATE
3.LETTER OF APPRECIATION
4.TRAINEE OF THE MONTH
5.INTRODUCTION

◦INTRODUCTION TO B.SC. H&HA

◦INTERNSHIP
◦INTRODUCTION OF THE WESTIN GURGAON
▪BRANDS OF WESTIN
◦INTRODUCTION TO HOUSEKEEPING
▪HOUSEKEEPING AREAS
▪INTRODUCTION TO ROOMS

➢SUMMARY , CONCLUSION AND

RECOMMENDATIONS
◦SUMMARY
◦CONCLUSION
◦RECOMMENDATION
➢BIBLIOGRAPHY
CERTIFICATE:-
LETTER OF APPRECIATION:-
ACKNOWLEDGE:-
The training in “THE WESTIN GURGAON” Was my memorial training

I would like to thank the The Westin Hotel’s staff and Training Manager

who gave me a chance to train in their esteemed hotel. I am also thankful

to the restaurant managers, Sr. captains & captains, supervisors, & all

staff who gave me proper guidance throughout the training & taught me

many things regarding all departments which will be useful for me in

future. I am also thankful to our Training and Placement Manager for

giving me the placement in the “The Westin Gurgaon” I was able to gain

lots of knowledge about all the departments. I also want to thank

Principal of College of Hospitality Administration for giving me the

chance to do the training. I would always be grateful to all of them for

keen interest taken to help me and complete my training successfully.

This training would definitely help me in future.

 INTRODUCTION:

Introduction to B.Sc. In H&HA

Hotel Management is the ideal program for people with

entrepreneurial flair, who have good commercial insight and
who are service minded. BSc in Hospitality and Hotel
Administration is a 3- year undergraduate course in the field
of hotel management. BSc HHA is one of the most popular
hotel management courses in India at the undergraduate level.
It is offered by IHMs and many other colleges in affiliation
with the National Council of Hotel Management and
Catering Technology (NCHMCT).

BSc HHA involves the study of the operational and management

techniques utilized by the hospitality industry. The course prepares
a candidate in theoretical studies, hands-on training and industry
exposure for a career in the hotel management industry. The
curriculum is general in nature and covers a wide range of topics
such as food preparation, marketing, planning, customer service,
nutrition etc.
 Internship
Hotel management is a subject based on our practical knowledge,
so internship is the integral part of our study.

An internship is an opportunity to integrate career related

experience into an undergraduate education by participating in
planned supervised work. An internship isa work experience in
which students set clear learning objectives that connect course
content to the real-world employment.

In this context, I got an opportunity to complete my internship

from the 5-star rated hotel named The Westin Gurgaon
commencing from 22nd December 2023 to 22nd May 2024. I was
positioned in different departments and learned the practical field
of hospitality world.
HOTEL INDUSTRY:-

• INTRODUCTION OF HOTEL INDUSTRY

The Westin Gurgaon, a five-star luxury hotel, is part of the global

Westin Hotels & Resorts brand under the Marriott International
umbrella. It opened its doors in 2010 in Gurgaon, a bustling
financial and technology hub near New Delhi, India. The hotel
offers upscale accommodations, world-class amenities, and
excellent hospitality services. Over the years, it has become a
preferred choice for business travelers, leisure tourists, and event
organizers due to its prime location, modern facilities, and
commitment to guest satisfaction.

The STORY Club and Lounge combines a sophisticated

atmosphere with handcrafted cocktails and drinks from our award-
winning mixologists.

CLASSIFICATION OF HOTEL

There is no any exact classification for the hotels. However, hotels

are classified on the basis of the service they offer number and the
types of the rooms they hold, area of the location and much many
factors. The following bases of classification are;

a. According to Location

 Down-town Hotel

 Airport Hotel

 Motel

 Resort

 Camps

b. According to Size

 Small Hotels (1-25 rooms)

 Medium Hotels (25-100rooms)

 Large Hotels (100-300 rooms)

 Very Large Hotels (above 300 rooms)

c. According to length of guest stay

 Inns

 Apartment Hotels

 Family Hotels

d. According to Types of Clientele

 Business Hotel

 Group Hotel

 Convention Hotel

 Youth Hotel
INTRODUCTION OF THE WESTIN
GURGAON

The Westin Gurgaon is a prestigious five-star hotel situated in

Gurgaon, India, a dynamic city in the National Capital Region.
Boasting a contemporary and elegant ambiance, the hotel offers
luxurious accommodations, upscale amenities, and exceptional
service synonymous with the Westin brand. Its prime location near
corporate offices, shopping destinations, and tourist attractions
makes it an ideal choice for both business and leisure travelers.
With world-class dining options, state-of-the-art fitness facilities,
and versatile event spaces, The Westin Gurgaon promises a
memorable and rejuvenating experience for guests seeking
comfort, convenience, and sophistication.

 Business center with full secretarial services

 Locker facility for valuable items

 Wi-Fi internet access around the hotel

 Travel desk (Travel and Tour services)

 Concierge

 Laundry and Valet services

 Restaurants and Bars

 Daily Treats

 45+ amenities provided within hotel

 Express check-in check-out

 Special Gluten-free service

 Swimming pool

 Heavenly SPA

 MIX Bar

 Airport transfers
 Conference and banquet facilities

 Coffee Shop

 GYM

BRANDS OF MARRIOT:-

Marriott Bonvoy is a loyalty program offered by Marriott

International, which includes a collection of hotels and resorts
around the world. Members of Marriott Bonvoy can earn points
for their stays and enjoy various benefits, such as room upgrades,
late check-out, and exclusive member rates. It's a great program
for frequent travelers or anyone looking to make the most of their
hotel stays.

Marriott Bonvoy offers a range of benefits to its members. Some

of the key benefits include:

1. Points Earning: Members can earn points for their stays at

Marriott hotels and resorts, as well as for dining, spa treatments,
and other eligible purchases.

2. Elite Status: By staying frequently, members can achieve elite

status levels like Silver, Gold, Platinum, Titanium, or Ambassador.
Each level comes with its own set of perks, such as room
upgrades, late check-out, and access to exclusive lounges.

3. Free Nights: Members can redeem their points for free nights at
participating Marriott properties, giving them the opportunity to
enjoy luxurious stays without spending extra money.

4. Partner Benefits: Marriott Bonvoy has partnerships with various

airlines, car rental companies, and other travel providers. This
allows members to earn points or receive special benefits when
they use these partners' services.

5. Mobile Check-In and Check-Out: Members can conveniently

check-in and check-out using the Marriott Bonvoy mobile app,
saving time and enhancing the overall experience.

These are just a few examples of the benefits offered by Marriott

Bonvoy. It's a fantastic program for avid travelers!
Marriott International, Inc. is a well-known hospitality company
that owns a variety of hotel brands. Some of the popular hotel
brands under the Marriott umbrella include:

1. *Marriott Hotels*: The flagship brand of Marriott International,

offering full-service accommodations and amenities.

2. *JW Marriott*: A luxury brand known for its upscale hotels and
resorts.

3. *Ritz-Carlton*: A luxury brand offering high-end

accommodations and exceptional service.

4. *Sheraton*: A well-established brand known for its global

presence and comfortable accommodations.

5. *Westin*: A brand focused on wellness and providing

rejuvenating experiences for guests.

6. *Courtyard by Marriott*: A brand catering to business travelers

with modern amenities and comfortable spaces.
7. *W Hotels*: A luxury brand known for its trendy design and
vibrant atmosphere.

8. *Le Méridien*: A brand offering chic and culturally diverse

accommodations.

9. *St. Regis*: A luxury brand known for its elegance and bespoke
service.

10. *Four Points by Sheraton*: A brand offering comfortable stays

with straightforward amenities.

These are just a few of the many brands under the Marriott
International portfolio, each catering to different types of travelers
and preferences.
ROOM IN EACH FLOOR WITH ROOM CODE

Room Code

KNPZ: King Size Non Smoking Superior Room

TNPZ: Twin Size Non Smoking Superior Room

KNXZ:King Size Non Smoking Deluxe Room

KNEH: King Size Non Smoking Suite Room

POSITIONING IN DIFFERENT DEPARTMENTS

INTRODUCTION TO FRONT OFFICE DEPARTMENT

Front office is the most visible segment of any hotel industry
which is strategically located at the entrance of the hotel building
within the high traffic lobby area. It is the first department noticed
by the guest. It is the department which is responsible for the sales
of hotel rooms through systematic method of reservation followed
by the registration and assignment. It is attractively design and
systematically and sufficiently equipped to perform the necessary
formalities relating to arriving and departing guest.

The front office in a hotel holds a prime importance and view of

the business of a hotel i.e. to sell rooms. Revenue collected from
the sales of room is very high. Since this is the only department
which has got first and last point of contact of every guest with the
hotel.
ROOM RATES:-

One of the challenges for a Front Office Manager is to establish

room rates. Room rate must satisfy the following purposes:

 It must becompetitivewith competition.

 It must contribute to the revenue of the property to keep business healthy.

 Optimise your room rates

 Understand how competitive your room pricing is

 Increase your chances of being booked online

 Use the market to your advanmtage , rather than be dedicated by it.

Every hotel has its own unique room pricing considerations depending on:

 Location

 Size

 Market demographics

 Level of competition

 Type of service offered

Technology can also play a major role in accurately and effectively

establishing pricing strategies at your hotel. Pricing and business intelligence
tools make it much easier for you to monitor the market, track competitors,
collect data, forecast, and make quick adjustments.

Pricing Strategies:-

The method you use to price your rooms can be extremely diverse depending
on what you focus on.

For instance, there are three major formulas you could use and they all have
their strengths and weaknesses:
1. Cost-based pricing

This involves adding up all the costs of running your hotel from
admin, to cleaning, to food and beverage etc. Then, when you
determine how much profit you want to make, add a markup to
each room.

Fixed (costs that aren’t dependent on how many guests you have
or how many rooms you sell) and variable (costs that do change in
response to guest numbers) costs need to be taken into account so
the list of expenses can get quite extensive but the approach is
relatively simple.

So if the cost of running your hotel is equal to $10,000 every

month, the profit you add on top will give you a total amount. You
can divide this figure by the number of rooms you can rent and
price accordingly.

This strategy is logical and simple but not very conscious of

competition.

2. Customer-based pricing

Customers pay no heed to your underlying costs; they wouldn’t

really have a clue about how much it’s costing you to open a room
for them. They pay based on what they think the room is worth.
So, the perceived value of your room could be much higher than
what it costs you – or lower. Guests care about the value and
benefits you can give. Their perception of value often comes from
the connection they feel to your brand and social proof. Rave
reviews that promise wonderful memories means the perceived
value of your hotel will increase. So even though your rooms
haven’t changed, you could raise your rates.

This strategy has the potential to deliver very high profits and is
very flexible around demand, however it won’t always be effective
if demand drops or customers do a lot of research and see much
lower prices at a similar competitor

3. Competitor-based pricing

It’s unlikely that you will be the only hotel on the market so it pays
to see what others are doing. Completing an assessment of all your
competitors can allow to make an accurate judgement on how to
price your hotel. There may be opportunities to increase bookings
at your hotel by charging an acceptable rate for your business that
is still lower than competitors, or you can increase profits by
charging higher rates because your offer is superior.

This is a good strategy is areas of high competition but be careful

to avoid pricing wars that just chip away at your profit margin.

It’s probably more common that using a combination of all these

methods will provide you with the best results, rather than sticking
with one.

Staying on top of hotel price optimization

The ability to stop and think, and ask probing questions, is one of
the best assets when it comes to pricing your hotel.

Optimizing means assessing performance, exploring new ideas,

and making adjustments for better results.

SECTIONS OF FRONT OFFICE DEPARTMENT:-

RESERVATION:-

A request for accommodation on by a guest for any particular

period is called reservation. It is a process of booking a room in
advance for prospective guest OF certain period of time when
reservation is made at hotel.

Reservation is one of the important parts of Front

Office Department. It is also known as the hub center
of the hotel. Request of reservation may come from
different modes such as letter, fax, telephone, email
 etc.

It is the most important part of the F/O department. It

keeps the record of all the reservation made by the
guest or the travel agencies. The department
sometimes directly makes the link to the guest and
informs the rate and the facilities the hotel offers to
the guest.

Responsibilities of the departments:

 Makingreservationto the hotels.

 Updating guest profile with the available information.
 Helping guests / agencies with information about the hotel and its
facilities.
 Facing reservation confirmed amended or cancelled later to the
required agency or guest.
 Sending filled up reservation from the reception of next day
arrival one day in advance with all correspondence.

Steps involved in the room reservation

 Handlingroom request
 Determining availability and rates
 Confirming the reservation
 Guaranteeing the reservation
 Change of reservation
 Cancellation
 Group reservation
 Guidelines for service request.

Tasks performed:

 Faxing reservationrequest form as confirmed amended or

cancelled(stamps)

 Reception

The personnel in front desk welcome and receipt the guest and
assign them a room after few registration formalities, maintain
room ability and provide information. This section is
responsible for the warm and friendly reception of the entire
guest. Reception is the staff that has direct contact with guest.

Reception of Radisson hotel operates 24hrs to provide highly

professional and efficient service to the guest. Reception is only
the department which gives the first and last impression to the
guest. The personnel should be very much careful while dealing
with the guest because this is the first point to meet the guest.

Receptionist also manages the room key.

 Duties and responsibilities of this section

 Preparingkeys of the guest rooms.

 Handle registration for guest with reservation and walk in guest and
allocate appropriate rooms of them.
 To receive the guest promptly and assign the room.
 To issue VIP amenities voucher.
 To handle foreign guest and complete all their required government
formalities.
 To calculate room availability and advice reservation.
 To send arrival and departure notification slip to various departments.
 To open guest folio and check the guest registration card.
 To arrange transportation facilities for guest if required.
 To prepare flash report.
 Checking all the settlement by night auditor.

Tasks performed:

Filling up details in key card jackets as per arrival list along

with the key cards. Key jackets can be reused.
 Encodingthe guest room key cards as per requirement. Vision
software is used and through theOpera PMS (Version5.0,
Service Pack 5.0.03.01/17), departure date of the guest is
known and thenroom key
is made valid till the 1200hrsof the Check-outdate.
 Helping guests with required information. The guest might be
 asking for Mr. Aslam then checking through the arrival or in-
house guest in the Opera PMS, can be helped. Helping to find
locations like the board
rooms, begenas hall, business Centre and so on.
 Making packages for package guest (Holiday packed).

a. Concierge

The concierge provides extra information on

entertainment, sports, amusement, transport, tours,
church service and baby sitting in the area. These
people also obtain the ticket and make reservation on
restaurant. It is information moving desk. This table is
set up for special function, festival. It does special
duties for which it is setup.

Concierge seems to be active when there is check in

and check out of the guest. The main job of the bell
desk is to carry the luggage of the guest to the room in
the check in and to bring the luggage to the front desk
up to the vehicle during the check out. This section
performs the job like checking, identifying, and
transferring storage of guest luggage for which a
proper record of the guest luggage has to be
 maintained. Bell desk is a section where the guest
luggage are tagged and taken to the guest room after
the guest is registered. The bell boy handles the guest
luggage. It helps the guest to receive newspaper in the
guest room, maintaining errand card and delivering
mails and packages to the guest rooms.

Responsibilities

 Carryingguest’s luggageduring arrival and departure.

 Storing guest’s luggage in the luggage storage room.

 Distributionnewspaperto executive’s offices,club floors and different

outlet.

 Providing stamps (postal) to the guests as per their need.

 Helping guests with providing stamps (postal) to the guests as per their
need.

 Helping guests with required information.

 Tasks performed

 Tying baggagetags to the guest’s luggagealong with details.

 Helped carrying luggage during guest’s arrival and departure.

b. Telephone Operator

This is the separate section under front office

department located at the back side connected to the
front desk which is not seen by the guest.

This section is responsible for all the internal and

external telephone calls. Three number of switch
board are placed here in order to handle the call
effectively. This section handles all incoming and out-
going calls and maintains a record of international
calls for billing purpose.

Duties and responsibilities of this section

 Handlingall the incomingnational,international,and in-housecalls.

 Receiving and forwarding the calls.
 Handle the guest message
 Making Wake up calls for the guest if informed
  Make the bill of the all-outgoing calls by the guest and staffs.
 Maintain the telephone directory which is having all the
necessary numbers of travel agent, hotels, hospitals etc.
 Distribution newspaper to executive’s offices, club floors
and different outlet.
 Providing stamps (postal) to the guests as per their need.

 Helping guests with providing stamps (postal) to the guests as per their
need.
 Helping guests with required information.

OVERALL TASKS PERFORMED:-

a. Front of the house

 Through the Opera PMS software, name of the guest arriving

today and the room assigned arewritten at the back of RR
form.
 I know the name and room assigned. All the room numbers are
written in the key jacket as per the name and segregate the FIT
and GIT. Afterwards I open the Vision software and the
password 8899. The key is encoded as per the
duration stay.
 Internet password coupon is provided to the guest on request.

b. Back of the house

  All the arrival and the departureguest listis made: E.g.
 All the arrival lists are merging on the welcome letter. Eg.
 Mailings
 Start mail merge
 Step by step mail merge
 Next Starting document
 Next select recipients
 Browse
 «Intitial»«First_Name»«Last_name»
 Print

ANALYSIS OF FRONT OFFICE DEPARTMENT:-

  Intern students are equally provided
opportunity to learn in every sections of front
office department. Both Back house and Front
houseduties.
 Treated as a coming global hospitality leader and
respected asSir/Madam and works hand to hand which made
us very beneficial.

Introduction to Food and Beverage (F&B)

Service Department
The F&B service department is one of the most
important profit-oriented department in any hotel
industry which plays a dominant role in revenue
production by providing varieties of prepare F&B in
the hospitality manner to the house and outhouse
guest.

The F&B service department of a hotel is the most

labor-intensive department The F&B service should
coordinate, complicate and cooperate with other
different department like HK department, F/O
department, Security, Account, HR department,
maintenance department etc.

The food and beverage service are now being popular

and is also referred to as the hospitality catering
industry.

The word service has its own meaning

S-Smile for everyone

E-Excellent in everything

R-Reaching out to every guest

V-Viewing everything

I-Inviting guests to return again

C-Creating a warm atmosphere

E-Eye contact
ORGANIZATIONAL CHART OF F&B SERVICE
DEPARTMENTS:-

OUTLETS OF THE WESTIN GURGAON:-

The Westin Gurgaon typically offers several dining outlets
and facilities such as restaurants, bars, cafes, and
sometimes recreational facilities like spas and fitness
centers. However, specific outlets may change over time, so
it's best to check with the hotel directly or visit their official
website for the most current information on their amenities
and offerings.

The Westin Gurgaon has a few outlets where you can enjoy
some great food and drinks. Here are some of the outlets at
The WESTIN GURGAON

1. *Seasonal Tastes*: A fantastic dining outlet that offers a

variety of delicious dishes.

2. *Prego*: An Italian restaurant serving authentic and

flavorful Italian cuisine.

3. *EEST*: A place to savor some delectable Pan-Asian

dishes.

4. *Splash*: A poolside bar where you can relax and enjoy

refreshing drinks.

These are some of the outlets at The Westin Gurgaon where

you can have a wonderful dining experience.

Sunset Story Club is a vibrant club located at The Westin

Gurgaon. It's a fantastic place to unwind, enjoy music, and
have a great time with friends. The club offers a lively
atmosphere perfect for those looking to dance and have a
memorable night out. If you're in the mood for some fun
and entertainment, Sunset Story Club is the place to be!
INTRODUCTION TO HOUSEKEEPING DEPARTMENT:-

Housekeeping department possess the never ending

tough most vital job ever to perform in the hotel industry.
From the floor to the ceiling, from the spring of the bed
to the hook of the curtain, all the entire job of
housekeeping is performed by the staff.
The term Housekeeping refers to “keeping the house
cleans comfortable and safe”. It is regarded as the
backbone of all the lodging industry. Housekeeping is
considered the key supporting department that helps in
earning major revenue in hotel. Out of total revenue
earned by the hotel 50% and more is generated from
room alone. It also ensures that the content and amenities
of guest room are maintained at high standard to meet
the guest satisfaction.

Usually, Executive housekeeper allocates, supervise and

monitor daily and periodic cleaning, maintaining and
redecoration. They are also responsible for up-keep of the
entire area of the hotel except kitchen, bar, food and
beverage, store and pantries.
ORGANIZATIONAL CHART OF H/K DEPARTMENT:-

HOUSEKEEPING RESPONSIBLE AREAS:-

• Lenin and Uniform room
The current linen and uniform are stored or stocked for
issuing a n d s e r v i c i n g .
There are adequate shelves to store the linen and uniform.
The room should be free from humidity and heat.
The uniform and linen of every staffs are stored properly
 with hanging facilities.

• Lost and found

This have a small space away from throughfare.
This section is very secure, cool and dry with a cupboard to
store all guests articles that are lost and can be claimed later.

• Control Desk
The main communication center of the department.
The nerve center of the department which co-ordinates with
the front office, room service, engineering, etc
The room is contained of large notice board including of
schedules of day to day.
All the guests and staffs uniform and linen are washed, dried
and ironed. he restaurant linens such as table cloth, napkins,
mat, etcare also washed. Different chemical are used for
different types of stain.
Even the wiping clothes are provided by laundry.

• INTRODUCTION TO THE ROOMS:-

Room is a place which is sold to the guests either for day purpose
or night purpose where guests find complete privacy, security as
well as comfort. Each hotel has a variety of rooms to satisfy the
need of customer.

A room is any distinguishable space within a structure. Usually, a

room is separated from other spaces or passageways by interior
walls; moreover, it is separated from outdoor areas by an exterior
wall, sometimes with a door.

Likewise, The Westin , Gurgaon also has variety of room to satisfy

the guest. The hotel has a total of 124 guestrooms and suites in the
building.

The housekeeping department at The Westin Gurgaon is likely

dedicated to ensuring cleanliness, comfort, and aesthetics
throughout the hotel. This includes maintaining guest rooms,
public areas, and other facilities to the highest standards of
cleanliness and presentation. They might also handle laundry
services, manage inventory of supplies, and coordinate with other
departments to meet guest needs efficiently.

The rooms at The Westin Gurgaon are designed with modern

elegance and comfort in mind, offering a luxurious retreat for
guests. They likely feature spacious layouts, plush bedding, and
upscale amenities to ensure a relaxing stay. Depending on the room
category, guests may enjoy amenities such as high-speed internet,
flat-screen TVs, premium bath products, and ergonomic
workspaces. The hotel likely offers a variety of room types to
accommodate different preferences and needs, ranging from
standard guest rooms to suites with extra space and upgraded
amenities.

TOTAL :- 313ROOMS AND,

7 FLOORS IN IT.
SUMMARY , CONCLUSION AND
RECOMMENDATION
SUMMARY:-
As far as the learning by observation is concerned, I did learn
many techniques of working in each department just by
observing from seniors and managers. Here’re some things that I
observed and experienced to learn on work. I was positioned on
thedifferent departments and allow working in hand to hand with
the seniors which was more fruitful than the three years
theoretical course that I gained in the college.

So as to summarize, The Westin hotel is one of the best hotel in

Nepal which offers the exceptional service to the customer. Yes I
Can is the philosophy that everyone works for Radisson lives by.
It’s the attitude we bring to work at. Positioning in the particular
department for the specific periods doesn’t mean that you won’t be
working on others if needed. All the departments are closely inter-
related to each other and working on each department boost up the
confidence and enthusiasm on the working area.

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

I came to believe that a successful person needs to have

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

The internship I have just went through have made up my mind

that hospitality industry is my cup of tea, and the passion that I
instill since secondary school really reinforce me to involve in this
industry. I will definitely be pursuing my career in hotel. I believed
that one day I will achieve personal goal.

RECOMMENDATION:-

On the basis of my analysis and findings, I would like to draw the

following recommendation for further enhancement of the business
of the Radisson hotel:

Goal Interdependency: All the staffs, from the manager to the

employee. They are more focused on their own particular goal to
complete. So, it’s being more difficult to achieve the one particular
goal of the hotel i.e., quality achievement.

Lots of conflict is experienced.

It’s very difficult to find the one men army but still the tradition is
followed.

Specialized person on the particular job should be adjusted rather

that the rotation of the job on the month’s basis.

Younger generations are the global hospitality leader. The concept

lacks among most of the senior employee. They treat themselves as
the superior leader and that’s the problem on few younger
 generation employees on the hotel. Older techniques, older way is
not achieving the new need of the customer satisfaction.

BIBLIOGRAPHY:-

Personal Involvement in the hotel

Information collected from different departments and staffs of

hotel.

Hotel Brochures and Websites

1.1.1 http://www.thewestinhotel.com.np/
1.1.2 http://www.booking.com/hotel/np/westin.html
1.1.3 http://en.m.wikipedia.org/the westin_hotels
1.1.4 http://www.tripadvisor.com/hotel_Review