Professional Documents
Culture Documents
Semester III
January 2014 June 2014
BAC 3181 BUSINESS INTERNSHIP I
INTERNSHIP REPORT
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INDEX
Introduction
History of the hotel
About the Property
Introduction:
I, Jashan Mohamed interned at Hotel Empire Suites, Castle Street, as a part of my
business internship-1. The duration of my internship was 24 weeks. Out of which
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The expansion continued further with the opening of another magnificent hotel and
restaurant, Empire International in the Koramangala area, the IT hub of Bangalore
in 2006. Two more restaurants, Little Empire and Empire Restaurant were
subsequently opened in Millers Road, Vasanth Nagar and Mosque Road, Frazer
Town respectively in 2007 and 2009.
In order to cater to the premium customers, Empire opened its flagship project
Empire Suites, situated in the up-market Brigade Road and MG Road area. It
offers 32 cozy and luxuriously furnished apartments complimented by a top-floor
swimming pool, gym and spa. The elegantly appointed studio, one and twobedroom suites bring a high level of comfort and sophistication. Carefully chosen
and coordinated accessories complement the suites.The new Empire Restaurant on
the 80 feet Road in Indiranagar is an excellent place for savouring mouth watering
Empire dishes with three floors of elegant state-of-the-art interiors, exemplary
space and superb ambience. Empire went international with its first restaurant
abroad (FOCO mode) in Dubai, UAE in November 2008. It got tremendous
response as a large number of Empire fans were already in the Emirates. In
November 2010, the Second branch opened in the busy area in Karama, Dubai.
Plans are afoot to spread the wings of Empire to other Gulf States.
With an intention to reach potential fans, Empire started in Mysore on the 2nd of
November and opened for business on the 3rd. Empire in Mysore, is a complete
casual dining restaurant in a fine dining atmosphere. The restaurant is located on
Kalidasa Road and is housed with 4 floors and a seating capacity of 300 with a
party hall at the 2nd floor. Empire has created a superb homely feeling with
beautiful lighting and music. The Mysore crowd is only too happy to make Empire
a way of their life.
Empire came up with another food counter in the Orion Mall food court, at Brigade
Gateway, Yeshwantpur. The Gateway is promoted by the Brigade Group and
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Make My Trip
GOIBIBO
Cleartrip
Zomato
Booking
Yatra
Trip advisor
Burrp
Travelguru
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Hotel Empire Suites - Castle Street lies in the heart of Bangalore city, around 45
minutes drive from Kempegowda International Airport. Offering easy accessibility
to MG Road- the prominent shopping, dining and commercial hub of the city- this
property is suitable for both leisure and business travellers. Guests can relax in the
rooftop swimming pool or indulge in rejuvenating massages at the on-site spa. For
fitness conscious guests, the property houses a well-equipped gymnasium.
Furthermore, the spacious meeting rooms here are ideal for conducting business
events, seminars and training programs. Facilities provided here include doctor-oncall, tour desk, laundry, airport pick-up, basement parking and free high-speed
internet access.
At the propertys multi-cuisine restaurant, which can seat up to 130 people, dig into
some delectable Indian, Arabic, Chinese and Continental delicacies. Apart from
this, guests can enjoy savoury meals in the comfort of their rooms by availing
room service.
Accommodation is available in Studio Suite, One Bedroom and Two Bedroom
categories. These 32 air-conditioned serviced apartments in the hotel are provided
with living area, dining table and a fully equipped kitchenette, thus creating a
homely atmosphere. Common amenities provided in these well-furnished
apartments include direct dial telephone, mini fridge, safety deposit box and cable
television. The suite bathrooms have 24-hour supply of hot/cold water.
Garuda Mall - a popular shopping arcade of the region, is located at a 5-minute
walking distance from the hotel.
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Facilities in Hotel:
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Rooms:
Studio Apartment- Studio rooms provide, one bed room, one bathroom and one
small kitchen area along with all the other facilities and amenities of the room
which are mentioned above.
Rs 2500 + taxes (19.42%)
One bedroom apartment- One bedroom apartments provide, one bedroom, one
bathroom, one kitchen and a living area along with all the other facilities and
amenities of the room.
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Two
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Restaurant:
Empire Restaurant at Castle Street (attached to the Empire Suites) is a fully airconditioned restaurant serving the traditional Empire dishes. Families who want to
avoid heavy rush at other Empire outlets prefer to dine at Castle Street Empires
cool and serene ambience. Ample basement parking is available.
The hotel has a multi-cuisine restaurant that has a seating capacity of 130 people
and serves both Vegetarian and Non Vegetarian dishes in North Indian, South
Indian, Chinese, Arabic and Continental cuisines.
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The multi-cuisine restaurant at the hotel serves a wide variety of Indian and
international delicacies, offering a memorable dining experience to guests. Guests
are also served with complimentary breakfast.
comfortable stay. Some of these include mini-fridge, telephone, direct dial and safe
deposit locker.
Owing to its proximity to known business centres, this hotel is a preferred
accommodation facility of business travellers. The staff of the hotel is diligent and
they strive to make the stay hassle-free for guests.
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Standard Double Non AC, Standard Double AC, Deluxe Double Non AC, Deluxe
Double AC and Super Deluxe. Amenities, such as satellite TV, telephone, Wi-Fi
and safe deposit locker are available in all the rooms.
Guests can indulge in workouts at the modish fitness centre of the hotel. For the
convenience of guests, the hotel provides facilities like laundry, travel desk and car
parking.
Future Plans:
The main goal of Empire is to become the leading chain of restaurants in
Bangalore, in which they have almost succeeded. With over 15 properties in
Bangalore, the ever expanding chain will have three more restaurant properties in
Bangalore and one more in Dubai by 2017. Empire will not be concentrating much
on the lodging part of the property for now. The main business is restaurants and
they are going to stick to it.
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Internship Schedule:
Front Office (Reception) :
Work 8am- 5pm
Tea break 10am- 10:15am
Lunch break 12:30pm- 1pm
Tea break 4pm- 4:15pm
Tasks done:
Front Office Reception
Duration 20 weeks
Responsibilities
o Phone calls.
o Check in/ Check outs.
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Tasks done
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GM
Mr Junaiz
FO
Manager
Mr Irshad
AFM
Mr Zahrin
Aziz
FO
Executive
Mr
Vaishakh
FO
Executive
Mr Saleem
Bell boy
Hassan
Bell boy
Binoy
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o Search for the reservation record and print registration card ( if the same is
not pre printed )
Present the Registration Card to guest for verifying / reconfirming pre-printed
details Like:
o
o
o
o
o
o
o
o
o
o
Salutation.
Designation.
Company Name.
Address Home / Business
City, Country
Postal Code
Telephone / Fax / Mobile numbers.
Email address.
Contact Number / Person in case of emergency.
Purpose of Visit.
Passport details:
o
o
o
o
o
Passport Number.
Nationality and country of residence.
Date of Birth / Anniversary Date.
Passport Issue date and Expiry Date
Place of Issue of Passport.
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Visa Details:
Visa Number
Visa issue date and Expiry date.
Visa Place of issue.
Type of Visa.
Proposed duration of Stay in the country.
Arrived from.
Proceeding to.
Request the guest to sign on the Registration Card.
Scan / Photocopy of Passport and Visa copy and attach to the registration
card.
o Front office assistant to also cross sign the registration card on the
provided field.
o Update the guest details collected on regard to the Profile of the guest.
o File Registration card.
o
o
o
o
o
o
o
o
o
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Telephone etiquettes:
1. How to interact with a guest on the telephone?
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Sales calls:
At the sales department I was asked to handle sales inquiry calls that came from
people who got the contact information through search engines like Just Dial.
The telephone etiquettes that are mentioned before are used here also. If a caller
confirms the room requirement, the call is transferred to the reception, where the
room availability is checked and the reservation is made.
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From the weeks i spent at the sales department my telephone communication skill
has improved. I would receive an average of 25 inquires per day and around 7-8
confirmations would be processed to the reception.
Although, I think this process is a little difficult for the guest as he/she has to go
through two different associates to book the room.
Conclusion:
Hotel Empire is the perfect example as to why maintaining quality and trust is one
of the key pillars in the industry. The customer loyalty Empire has built in the past
years is mind blowing, and it is safe to say that in this category, Empire doesnt
have a direct competition. It has managed to become an inevitable part of
Bangalores life, especially the restaurants, which is the only local chain of
restaurants which has permission to be open till 1:30am in Bangalore. It is the main
hub for the late night crowd and is always fully occupied till it is closed.
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The second important pillar on which The Empire is built on is Value for money.
The value for money is guaranteed if its product wise or service wise. This is one
of the main factors that kept bringing the crowd back to Empire. Cleanliness and
hygiene is another factor that strongly backs up the brand.
It is normally a really hard task for a local chain to maintain such qualities for such
a long period of time, especially in a city like Bangalore, where businesses rise and
fall in almost a daily basis. But from my observations, I have learnt that It is a
combination of Love and Fear that makes Empire what it is. Every night, the three
owners of the hotel and the GM of the chain visits the properties that are under
them and does their routine check. This makes sure that the staff performance does
not go down at all, and the direct appreciations they receive from their highest
authorities makes them really happy and helps them to stay focused and motivated
on the job all the time.
I believe the most important thing I learnt here is that you always reap what you
sow, the owners of such an established property visiting their properties every day
shows their passion and dedication to the business and also shows that if you need
something done properly, youve got to do it yourself.
Hardcore Staff loyalty is another impressive and important factor that holds the
chain together. The staff members are really loyal to the property. I believe this
loyalty even came as a result of the owners visiting the properties on a daily basis
and interacting with the staff.
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