COMPANY PROFILE

INDUSTRY PROFILE
 A report on internship training
Undergone at

FORTUNE
RESORT BAY ISLAND
BY WELCOMGROUP
Marine hill, port Blair
Submitted in partial fulfillment of the
Requirement for the award of the degree of

BACHELOR OF COMMERCE (marketing management)

MOP VAISHNAV COLLEGE FOR WOMEN (AUTONOMOUS)

BY
M. AISHWARYA
0713103
Under the guidance of
Mrs.C.Shalini

Department of commerce (marketing management)

MOP Vaishnav College for women (autonomous)
Nungambakkam, Chennai 600034
WORK DONE
INTRODUCTION
 HOTEL MANAGEMENT

DEFENITION

Hotel management refers to professional management techniques used in the hospitality sector.
These can include hotel administration, accounts, marketing, housekeeping, front office or front
of house, food and beverage management, catering and maintenance.

FEATURES BY CATOGORY

• BUSINESS MANAGEMENT

• CITY FOCUS DESIGN

• FOOD AND BEVERAGE REPORT

• GUEST AMENITIES

• HOTEL REVIEW

• INDUSTRY PROFILE

• MARKET ANALYSIS

• STAFFING

• TECNOLOGY
 COMPANY HISTORY

ITC was incorporated on August 24, 1910 under the name of 'Imperial Tobacco Company of
India Limited'. Its beginnings were humble. A leased office on Radha Bazaar Lane,
Kolkata, was the centre of the Company's existence. The Company celebrated its 16th
birthday on August 24, 1926, by purchasing the plot of land situated at 37, Chowringhee,
(now renamed J.L. Nehru Road) Kolkata, for the sum of Rs 310,000. This decision of the
Company was historic in more ways than one. It was to mark the beginning of a long and
eventful journey into India's future. The Company's headquarter building, 'Virginia House',
which came up on that plot of land two years later, would go on to become one of
Kolkata's most venerated landmarks. The Company's ownership progressively Indianised
and the name of the Company was changed to I.T.C. Limited in 1974. In recognition of the
Company's multi-business portfolio encompassing a wide range of businesses - Cigarettes
& Tobacco, Hotels, Information Technology, Packaging, Paperboards & Specialty Papers,
Agri-Exports, Foods, Lifestyle Retailing and Greeting Gifting & Stationery - the full stops
in the Company's name were removed effective September 18, 2001.

Though the first six decades of the Company's existence were primarily devoted to the growth
and consolidation of the Cigarettes and Leaf Tobacco businesses, the Seventies witnessed the
beginnings of a corporate transformation that would usher in momentous changes in the life of
the Company. ITC's Packaging & Printing Business was set up in 1925 as a strategic backward
integration for ITC's Cigarettes business. It is today India's most sophisticated packaging house.

In 1975 the Company launched its Hotels business with the acquisition of a hotel in Chennai
which was rechristened 'ITC-Welcome group Hotel Chola'. The objective of ITC's entry into the
hotels business was rooted in the concept of creating value for the nation. ITC chose the hotels
business for its potential to earn high levels of foreign exchange, create tourism infrastructure
and generate large scale direct and indirect employment. Since then ITC's Hotels business has
grown to occupy a position of leadership, with over 100 owned and managed properties spread
across India.

In 1979, ITC entered the Paperboards business by promoting ITC Bhadrachalam Paperboards
Limited, which today has become the market leader in India. Bhadrachalam Paperboards
amalgamated with the Company effective March 13, 2002 and became a Division of the
Company, Bhadrachalam Paperboards Division. In November 2002, this division merged with
the Company's Tribeni Tissues Division to form the Paperboards & Specialty Papers Division.
ITC's paperboards' technology, productivity, quality and manufacturing processes are
comparable to the best in the world. It has also made an immense contribution to the
development of Sarapaka, an economically backward area in the state of Andhra Pradesh. It is
directly involved in education, environmental protection and community development. In 2004,
ITC acquired the paperboard manufacturing facility of BILT Industrial Packaging Co. Ltd
(BIPCO), near Coimbatore, Tamil Nadu. The Kovai Unit allows ITC to improve customer
service with reduced lead time and a wider product range.

In 1990, ITC acquired Tribeni Tissues Limited, a Specialty In 1985, ITC set up Surya Tobacco
Co. in Nepal as an Indo-Nepal and British joint venture. Since inception, its shares have been
held by ITC, British American Tobacco and various independent shareholders in Nepal. In
August 2002, Surya Tobacco became a subsidiary of ITC Limited and its name was changed to
Surya Nepal Private Limited (Surya Nepal). The merged entity was named the Tribeni Tissues
Division (TTD). To harness strategic and operational synergies, TTD was merged with the
Bhadrachalam Paperboards Division to form the Paperboards & Specialty Papers Division in
November 2002.

Also in 1990 leveraging its Agri-sourcing competency ITC set up the Agri Business Division for
export of Agri-commodities. The Division is today one of India's largest exporters. ITC's unique
and now widely acknowledged e-Chou pal initiative began in 2000 with soya farmers in Madhya
Pradesh. Now it extends to 10 states covering over 4 million farmers. ITC's first rural mall,
christened 'Chou pal Saagar' was inaugurated in August 2004 at Sehore. On the rural retail front,
24 'Chou pal Saagar' are now operational in the 3 states of Madhya Pradesh, Maharashtra and
Uttar Pradesh.

In 2000, ITC launched a line of high quality greeting cards under the brand name
'Expressions'. In 2002, the product range was enlarged with the introduction of Gift wrappers,
Autograph books and Slam books. In the same year, ITC also launched 'Expressions
Matrubhasha', a vernacular range of greeting cards in eight languages and 'Expressions
Paperkraft', a range of premium stationery products. In 2003, the company rolled out
'Classmate', a range of notebooks in the school stationery segment.

ITC also entered the Lifestyle Retailing business with the Wills Sport range of international
quality relaxed wear for men and women in 2000. The Wills Lifestyle chain of exclusive stores
later expanded its range to include Wills Classic formal wear (2002) and Wills Club life
evening wear (2003). ITC also initiated a foray into the popular segment with its men's wear
brand, John Players, in 2002. In 2006, Wills Lifestyle became title partner of the country's most
premier fashion event - Wills Lifestyle India Fashion Week - that has gained recognition from
buyers and retailers as the single largest B-2-B platform for the Fashion Design industry. To
mark the occasion, ITC launched a special 'Celebration Series', taking the event forward to
consumers. In 2007, the Company introduced 'Miss Players'- a fashion brand in the popular
segment for the young woman.

In 2000, ITC spun off its information technology business into a wholly owned subsidiary, ITC
InfoTech India Limited, to more aggressively pursue emerging opportunities in this area.
Today ITC InfoTech is one of India’s fastest growing global IT and IT-enabled services
companies and has established itself as a key player in offshore outsourcing, providing
outsourced IT solutions and services to leading global customers across key focus verticals -
Manufacturing, BFSI (Banking, Financial Services & Insurance), CPG&R (Consumer Packaged
Goods & Retail), THT (Travel, Hospitality and Transportation) and Media & Entertainment.

ITC's foray into the Foods business is an outstanding example of successfully blending multiple
internal competencies to create a new driver of business growth. It began in August 2001 with
the introduction of 'Kitchens of India' ready-to-eat Indian gourmet dishes. In 2002, ITC entered
the confectionery and staples segments with the launch of the brands mint-o and Candy man
confectionery and Aashirvaad atta (wheat flour). 2003 witnessed the introduction of Sun feast
as the Company entered the biscuits segment. ITC's entered the fast growing branded snacks
category with Bingo! in 2007. In just seven years, the Foods business has grown to a significant
size with over 200 differentiated products under six distinctive brands, with an enviable
distribution reach, a rapidly growing market share and a solid market standing.

In 2002, ITC's philosophy of contributing to enhancing the competitiveness of the entire value
chain found yet another expression in the Safety Matches initiative. ITC now markets popular
safety matches brands like iKno, Mangaldeep, Aim, Aim Mega and Aim Metro.

ITC's foray into the marketing of Agarbattis (incense sticks) in 2003 marked the manifestation
of its partnership with the cottage sector. ITC's popular Agarbattis brands include Spriha and
Mangaldeep across a range of fragrances like Rose, Jasmine, Bouquet, Sandalwood, Madhur,
Sambrani and Nagchampa.

ITC introduced Essenza Di Wills, an exclusive range of fine fragrances and bath & body care
products for men and women in July 2005. Inizio, the signature range under Essenza Di Wills
provides a comprehensive grooming regimen with distinct lines for men (Inizio Homme) and
women (Inizio Femme). Continuing with its tradition of bringing world class products to Indian
consumers the Company launched 'Fiama Di Wills', a premium range of Shampoos, Shower
Gels and Soaps in September, October and December 2007 respectively. The Company also
launched the 'Superia' range of Soaps and Shampoos in the mass-market segment at select
markets in October 2007 and Vivel De Wills & Vivel range of soaps in February and Vivel
range of shampoos in June 2008.
PRODUCT AWARNESS

The Bay Island provides everything that today's discerning guest’s desires in a hotel. Business
travelers will find a complete infrastructure available to them, including conference and
interview rooms. Those seeking to unwind will find everything from a swimming pool to a spa.

• Health Spa
• Swimming Pool
• Gym
• Currency exchange
• Doctor on call
• Baby-sitter
• Same day laundry
• DVD and Laptop on request
• Wi Fi & Data Port available in all rooms
• Electronic safes in the room
HOTEL FACILITIES

• Doctor on call
• Valet service
• Laundry service
• Currency exchange
• DVD/fax machine/laptop on request
• Secretarial services on request
• International direct dial and voice mail facilities

• Special tours of the city

• Audio and video entertainment
• Check out time: 12 noon
• Airport Transfers
• Exclusive Club Lounge

• Wi-fi & Data port connectivity in each room

• Shaver Socket
• Hair Dryer
• Bathtub/Rain Shower/Head Shower
• Bathroom Telephone
WORKING OF DIFFERENT DEPARTMENT OF BAY ISLAND

Administration/General

This department is made up of several areas including the General Manager's office,
Engineering, Accounting, Purchasing, Human Resources, Retail and Sales and Marketing. These
departments are described in greater detail below.

Audio Visual

The Audio Visual department supports the Food & Beverage and Meetings/Special Events
departments by providing audio (sound), light, projection and other services to guests who hold
meetings and events at our hotels.

Engineering

Our hotels need to be kept continuously in an excellent state of maintenance and repair for the
safety and comfort of our guests and employees. This department ensures that air conditioning,
heating, ventilation, water supply, sewage, furniture, carpeting, painting etc. are kept in good
working condition at all times.

Finance/Accounting

All transactions involving cash, billing, purchasing and other numerical data processing and
reporting are done in this department. This department also assists with the preparation of the
annual budgets and the profit and loss statements and other accounting reports.

Finance Purchasing/Receiving

This department ensures that all the products, food and beverage, equipment and other operating
supplies required to run the hotel are ordered in a timely manner, received, checked and stored
until they are needed by the operating departments.
Fitness/Recreation

This department includes services and facilities to enhance the well-being and health of our
guests by offering Swimming and a Fitness Center among other activities.

Food & Beverage: Restaurants/Bars/Lounges

This includes all the restaurants, bars and lounges that are located throughout the hotel.

Food & Beverage: Banquets

This department sets up the rooms where small and large meetings and events including
weddings and receptions are held. They take place in the various conference rooms and ballroom
of the hotel. They also provide the service of food and drink to the guests at these events. The
Banquet Department coordinates the details of an event as it is happening, executing the requests
the guests have made prior to their arrival and responding to any unexpected needs of each guest.

Food & Beverage: Culinary

This department includes all the kitchens of the hotel. Typically, a hotel will have a Main
Kitchen, a satellite Fine Dining Restaurant Kitchen, a Banquet Kitchen, a Cold Kitchen, a Pastry
Kitchen and sometimes, a Pool Kitchen. These various kitchens order, receive, store and prepare
all the meals in the Hotel. They also prepare the beautiful buffets and the guest room food
amenities.

Food & Beverage Night Cleaners

Since the food and beverage areas are all very busy from morning to night, much of the cleaning
activity must take place overnight to ensure that the highest levels of cleanliness and hygiene are
maintained in all food preparation and service areas.
Food & Beverage: Room Service

Also known as In-Room Dining, this department provides meal and beverage service to the guest
in his/her room. The meal is always beautifully presented, as if the guest were at a table in one of
our restaurants. This department operates 24 hours of the day.

Food & Beverage: Stewarding

This department stores, cleans and distributes all the equipment (glassware, silverware,
chinaware) that is needed in food and beverage service for our guests. This Stewarding
department supports the entire food and beverage operation, providing important equipment
supply and cleaning services to the kitchen and to every food and beverage outlet.

Food & Beverage: Storeroom

This is the storeroom where all fresh produce, meat, dairy and preserved foods as well as
beverages are stored at the correct temperatures and in an orderly way until they are needed for
preparation in the kitchens.

Human Resources

This department ensures the well being of all employees. It also assists the other departments
with their recruiting and selection activities so that they are adequately staffed.

Human Resources Training

Every employee receives an average of 250 hours of training every year. This department
ensures that the various training programs are made available to employees.
Information Systems / Technology

This department ensures that all the computers and computer systems in the hotel are installed
correctly and run properly at all times. This department also ensures the efficient functioning of
the telephone switchboard equipment.

Loss Prevention / Security

The Loss Prevention department ensures the safety and security of all guests, employees, their
property and the hotel building and the equipment contained within it.

Meetings & Special Events

The Meetings/Special Events Department coordinates all details involved with group bookings,
working closely with meeting planners to arrange all rooming, food and beverage details,
meeting facility specifications, and any additional requirements of the group. The Meetings &
Special Events Managers partner with company event planners prior to their arrival to
understand, manage, record and coordinate the details of each event and to communicate these to
the relevant departments. The role of the Meetings & Special Events manager is to be the liaison
between the planner and the hotel operational departments. The team works to ensure the guest's
utmost satisfaction with the event. The Meetings & Special Events department is responsible for
accurate forecasting of group rooms, banquet food and beverage and for achieving overall hotel
budgeted revenue.

Rooms Division: Club Level

Every Ritz-Carlton hotel has a hotel within the hotel, known as the Club Level. Guests staying
on these floors pay a premium and have access to a private lounge with five complimentary food
and beverage presentations, dedicated concierge and separate check-in/check out facilities.

Rooms Division: Concierge

The Concierge department is there to answer the guest's inquiries about the city and its
surroundings, make reservations at restaurants, theaters, sightseeing tours and many other
services.
Rooms Division: Front Desk / Front Office

The Front Desk or Front Office department checks the guest into the hotel on arrival, provides
much of the initial information that the guest needs to quickly feel at home and answers their
questions and generally facilitates their arrival. They also check the guest out on departure.

Rooms Division: Communications

This staff of this department answers all in-coming telephone calls, assists guests with long-
distance calling information and provides wake-up calls.

Rooms Division: Guest Services

The Front Door: Often the first person the arriving guest sees is the Door Person, who will open
the door and extend a warm welcome to the guest. This department also takes care of the arriving
and departing guest's luggage, calling taxis and parking the guest's vehicle.

The Bell Desk: The guests' luggage is brought to and from the room by the Bell persons who also
provide the guest with the hotel orientation and with much needed information such as the hotel
hours of operation, shoeshine service etc.

Rooms Division: Housekeeping

This department is charged with keeping the hotel clean and in order, to include twice daily
service of all guest rooms and the maintenance of all public and heart-of-house areas. Our guests
expect the very highest levels of cleanliness when they enter a Ritz-Carlton hotel. This
department plays an important role in meeting this expectation.

Rooms Division: Laundry

This department cleans all of the hotel's linens and terry to include rooms and food and beverage.
Guest's laundry and dry cleaning needs are also processed through this department.
Rooms Division: Transportation / Garage

The Transportation department oversees the parking garage and also any special transportation
needs that a guest might have.

Rooms Division: Guest Relations

This department is responsible for engineering surprises and anticipating our guests' needs, by
pre-calling all guests prior to their arrival to help garner preferences, identify special occasions
and offer additional hotel services.

Public Relations

The Public Relations department ensures that the image of the hotel and the company in the local
community is always maintained at the very highest level. They also make press releases
whenever there is something important to announce and maintain excellent media relations.

Spa

The Spa department operates almost like a hotel with a hotel. It offers separate services such as
reservations, housekeeping, front desk and concierge. In addition to the services mentioned
above, the Spa department employs certified massage therapists, nutrition consultants, wellness
coordinators, nail technicians, and hair stylists.

Sales Reservations & Revenue Management

The Reservations department takes calls, emails and faxes from guests and makes their room
reservations for arrival at a future date. The Revenue Management department establishes the
optimal room rate at any given time, based on demand and other market variables.

Sales & Marketing

This department sells the hotel and all its services are to bring in the guests. Sales people have
targets to meet and their goal is to keep the hotel busy all year.
Sales & Marketing: Catering Sales

The Catering Sales Department sells, plans, and coordinates all social and local corporate
catering events such as weddings, bar/bat mitzvahs, retirement parties, society events, local
functions and meetings. After booking the event, the catering sales department works with event
planners to understand, record and coordinate the details of what the guest is looking for and
communicate these to the relevant departments. The team works to ensure the guest's utmost
satisfaction at the event. Each catering sales manager is also responsible for individual booking
goals and for achieving departmental budget requirements.

Sales & Marketing: Conference Sales

This department sells the space that guests need to hold their meetings and social events in our
hotels. They also take care of recording and sharing with the appropriate departments all the
details (other than food and beverage needs, which are handled by the catering department)
related to the function such as flowers, audio-visual needs, table layout etc.

WORK DONE

To begin with, internship training was undergone by me in FORTUNE GROUP OF HOTELS .I

had to work in marketing department, which is one of the most interesting department in hotel
management. To talk about my internship experience in FORTUNE GROUP OF HOTELS, I
would like to start with the working of the marketing department.

FORTUNE marketing department is headed by a corporate team and all the metro’s are having
regional marketing office through which sales personnel will tap the business and forward it to
the respective hotel. For example marketing office in Chennai will speak to the clients and
forward it to the respective hotels for room reservations. In marketing department I was given the
work of telecalling where in following types of calls were made.

They are four kinds of call namely:

• Courtesy call
• Cold call
• Follow up call
• Bliss call

 Courtesy call: The executive of the hotel meet their clients to have good relation
and fulfill their requirements, such as booking of rooms, banquet halls, etc.

 Cold call: the executive visit new companies and promote their product. By this
the hotel gains new clients.

 Follow up call: Follow up call is also called as reminder call. Executive keep in
contact with their clients to fulfill their requirement.
  Bliss call: when an executive fails to cover a particular area, group of executive
join together to promote their product at that area. This group work is called as
bliss call.
When sales executive go for call, a coordinator of sales and marketing department coordinate the
day today work of the executives.

Work of the coordinator is as follows

• Coordinate the work of the executive such as

• Updating the tariff of the rooms and banquets to the executives
• Sending and checking the received mail of the hotel.
• Keeping informed of the day today activities happening at the hotel to the executives
• Providing necessary information to the clients in absence of the executives at the hotel.
• Reservation of rooms and banquets
• Checking the availability of rooms and banquets
WORKING CONDITIONS

Hours.

Because hotel is open around the clock, employees frequently work varying shifts or variable
schedules. Employees who work the late shift generally receive additional compensation. Many
employees enjoy the opportunity to work part-time, nights or evenings, or other schedules that fit
their availability for work and the hotel’s needs. Hotel managers and many department
supervisors may work regularly assigned schedules, but they also routinely work longer hours
than scheduled, especially during peak travel times or when multiple events are scheduled. Also,
they may be called in to work on short notice in the event of an emergency or to cover a position.

Office and administrative support workers generally work scheduled hours in an office setting,
meeting with guests, clients, and hotel staff. Their work can become hectic processing orders and
invoices, dealing with demanding guests, or servicing requests that require a quick turnaround,
but job hazards typically are limited to muscle and eye strain common to working with
computers and office equipment.

Computer specialists, information technology and audiovisual technicians typically maintain

standard hours servicing the property’s websites and computer and communications networks.
However, they often work long hours setting up and testing equipment for events that require
their services.

Work environment.

Work in hotels and other accommodations can be demanding and hectic. Hotel staffs provide a
variety of services to guests and must do so efficiently, courteously, and accurately. They must
maintain a pleasant demeanor even during times of stress or when dealing with an impatient or
irate guest. Alternately, work at slower times, such as the off-season or overnight periods, can
seem slow and tiresome. Still, hotel workers must be ready to provide guests and visitors with
gracious customer service at any hour.

Food preparation and food service workers in hotels must withstand the strain of working during
busy periods and being on their feet for many hours. Kitchen workers lift heavy pots and kettles
and work near hot ovens and grills. Job hazards include slips and falls, cuts, and burns, but
injuries are seldom serious. Food service workers often carry heavy trays of food, dishes, and
glassware. Many of these workers work part time, including evenings, weekends, and holidays

Work done in sales and marketing department

1. I was briefed about the hotel and its achievements.

2. Had a virtual tour around the hotel
3. Interaction with the higher sales and marketing executives
4. I was taught how sales and marketing department worked in hospitality industry
 We also learned about the PMS software: PMS software is used to check the
occupancy /availability of the rooms and banquets in the hotel. The activities of all the
department of the hotel can be reviewed through this software.

5.I created a database of all the clients of the hotel in an excel sheet which contained :
• Name of the company
• Name of the client
• Contact details
• Estimated tariff of that particular company with specified complementary.
I coordinated the works of the executives by attending calls, checking mails and forwarding
them to the respective department. Checking the occupancy of rooms and banquets through
PMS software. I also learnt how to communicate with the clients, how to be hospitable to
people.

PMS Software

Computerized system which deals with guest bookings, online reservations, point of sale,
telephone and other amenities. Some property management systems also include payroll, back
office and accounts. A full featured, easy to use point of sale software package specifically
designed for bars, clubs, and small restaurants. All of the tools you need at a price you can
afford.
ITC RIVALS

Trident Group of Hotels

Jaypee Group of Hotels

Holiday Inn Hotels

The Park Group

Hyatt Hotels and Resorts

Best Western Hotels Mansingh Group of Hotels

Ambassador Hotels

Clarks Hotels Casino Group of Hotels

Choice Hotels K Raheja Group of Hotels

HRH Hotels

Tulip Star Group of Hotels

ACHIEVEMENTS

ITC Welcome group was named the Best Premier Hotel Brand at the Galileo-Express Travel
World Awards 2008 & 2006. ITC Welcome Heritage won the Best Heritage Hotel Brand award
in 2006.

ITC Hotel the Maurya received the award for 'Best Luxury Hotel' at the Star Hospitality Awards
2007-08 and the NATIONAL TOURISM AWARD 2007 for 'Best Eco-Friendly Hotel' from
Ministry of Tourism.

• Sheraton, New Delhi won the Golden peacock Award 2008 for Environment
Management. It was also conferred the '6th Annual Greentech Safety Award' in the
Service Sector for the year 2006

• The NCPEDP-Shell Helen Keller Award 2008, 2007 and 2006 to ITC-Welcome group
for the vision, policies and practices demonstrating the belief in equal rights and gainful
employment for persons with disabilities

• The National Tourism Award 2007-08 to ITC Grand Central for the best private public
enterprise providing facilities for physically challenged guests at the hotel. Welcome
Hotel, Delhi won the same under the category - Best Eco-Friendly Hotel in 2004-05.

• The PATA Gold Award 2005 in the Corporate Environmental category for the Welcome
Environ initiatives of ITC-Welcome group.
• ITC Sonar, Kolkata has been declared as one of the best hotels in the world by the
Association of British Travel Agents (ABTA) in the April 2004 issue of its magazine
'Business & Travel'. ABTA also rated Dublin amongst the top 20 bars and Bukhara the
best restaurant in Asia and the finest Indian restaurant in the world.

• ITC Maurya is the only hotel in India, to have won the British Safety Council's 'Sword of
Honor' thrice

• ITC Maurya, New Delhi is also India's first hotel to be accorded the ISO 14001
certification for its Environment Management Systems. Eight more ITC-Welcome group
Hotels followed in quick succession: ITC Windsor, Bangalore; ITC Kakatiya,
Hyderabad; ITC Mughal, Agra; Sheraton Rajputana, Jaipur; Sheraton Chola, Chennai;
ITC Hotel Park Sheraton & Towers, Chennai, ITC Maratha, Mumbai and ITC Sonar,
Kolkata.

• ITC Maurya won the Golden Peacock Innovation Management Award in 2008. It is the
first hotel in India to be awarded the Golden Peacock Environment Management Award
for 2001 by the World Environment Foundation. It won this award again in 2004.

• ITC has been awarded certificate for Excellence in Food Safety Standard from Starwood
Asia Pacific Hotels & Resorts in 2008.
• ITC Maratha at Mumbai was declared to be the Best Luxury Hotel of the Year 2002, by
the Federation of Hotel and Restaurant Associations of India.

• ITC Mughal at Agra was Asia's first winner of the Aga Khan Award for Architecture.

• ITC Mughal was conferred the Greentech Silver Award for safety and Environment in
2008.The prestigious 'Golden Fork Award', was also bestowed, by the International Food
and Wine Writers Guild, to Bukhara and Dum Pukht restaurants at ITC Maurya

• Bukhara at ITC Maurya in New Delhi has been declared the Best Indian Restaurant in the
world by 'The Restaurant Magazine', UK. It has also been voted the Best Restaurant in
Asia and is the only Indian restaurant to feature in the list of 50 Best Restaurants in the
World for five years since 2002.

• ITC Maurya has won Awards for the Best Whisky Restaurant (DumPukht) and the Best
Whisky Bar (Golf Bar) in India. Icons of Whisky, the most prestigious Whisky Awards
in the World were launched in India for the first time at ITC Maurya in the year 2008.

• Kaya Kalp - The Royal Spa at ITC Mughal Agra, launched in May 2008, has been rated
the 'World's Best City Spa', by Tattler. It is the only winner from India in 2008 and finds
 a place, in the prestigious Tattler Spa Guide for 2008 - featuring 101 of the best spas of
the world.

• ITC Maurya and ITC Mughal have both won the 'Green Hotelier Award.' ITC Maurya
has also won the International Hotels & Restaurants Association (IH & RA)
environmental award twice

• ITC Grand central received the Federation of Hotel & Restaurant Association of India
'Environment Champion Hotel of the Year' in 2008. ITC Maurya won this award in 2002
and 1997 and ITC Mughal, Agra, in 2003.

• Fortune Hotels won the Hospitality India Award for the year 2008 in the category of the
Best First Class Hotel Chain for the second time since 2006

• Bay Island at Port Blair, Andaman, was presented 'The Tourism for Tomorrow' award by
British Airways in 1993.
 Fortune branches
Fortune bussiness hotels

• Fortune hotel landmark,ahmedabad

• Fortune select JP cosmos,banglore

• Fortune hotel calicut,calicut

• fortune select global,gurgaon

• fortune landmark,indore

• fortune inn rivera,jammu

• fortune park panchawati,kolkata

• fortune klassik,ludhiana

• fortune select exotic,mumbai

• fortune inn jukaso,pune

• fortune hotel galaxy, vapi

• fortune inn sree kanya,vishakapatnam

• fortune park JP celestial,banglore

• fortune select palms,chennai

• fortune select manohar,hyderabad

• fortune select metropolitan,jaipur

 • fortune hotel centre point,jamshedpur

• fortune select dasve,lavasa

• fortune inn valley,manipal

• fortune inn grazia,noida

• fortune hotel the south park

• fortune hotel murali park,vijaywada

Fortune resorts

• fortune resort bay island,andaman

• fortune resort central,darjeeling

• fortune bella casa,jaipur

• fortune pandiyan hotel,madurai

• fortune resort grace,mussoorie

• fortune hotel sullivan,ooty

• fortune kences,tirupati
INTRODUCTION

“PRACTICE MAKES A MAN PERFECT”. The saying is true in real life. Before a student gets
a job, she gets accustomed to work environment as a trainee, which helps her to understand what
really happens in an organization. It helps her to prepare for the challenges, which she has to face
in the future. The training helps to realize how difficult is to manage and handle various
situations.

This internship experience which is made compulsory course for all the first and second year
students in our college,is a wonderful experience which provides a real exposure to the corporate
world and links the theoritical knowledge with the practical training.
I worked for fortune resort bay island andaman.being an commerce student I was allowed to
work in accounts department.through this wonderful experience I gained more knowledge about
hotel managemant.

The Summer Internship Program that has been developed will assign students to one of the
senior staff. All students will work on business projects suitable for a resume summary.

We are given a unique opportunity to work very closely with senior staff; something that is not
possible in many organizations. Interns are really able to hone their project management and
organizational skills through a wide variety of tasks.

ITC staffs provide overviews of their areas and explain the role and context of student
assignments. Questions and discussion are very much encouraged. Lunchtime presentations will
be held to introduce students to different business experiences among ITC staff.

The Summer Internship Program is a 4-week program, starting on May 2nd and concluding on
June 3rd. summer interns will be asked to work 20 hours/week and will be compensated at an
hourly rate.
Accommodations
Fortune Resort Bay Island offers 45 Standard rooms, built in a series of levels, split against a
sloping hill side, with some rooms overlooking the sea. All the rooms are equipped with CCTV,
direct dial STD telephones. Aesthetically designed, the rooms offer glorious view, fresh air and
natural light in all its glory

.
 Cuisines & Restaurants
Mandalay: Open deck restaurant with a glorious sea-view. The hotel serves Island specialties,
superb seafood along with Indian Chinese and Continental favorites.
Look Out: The quiet lounge, where you can hum along with the rhythms of the sea.

Nico Bar: Our barman specializes in tall fruity concoctions, served in coconut shells. In
addition, enjoy an array of drinks from the well stocked bar.
Fortune Park Hotels Ltd. is a subsidiary of ITC Ltd, with 53 First Class Hotels,
4336 Rooms across 41 cities. It is one of the fastest growing hotel chains,
serving both the leisure and business travelers from across the globe.

Hotel Overview
Located on one of the world's last outpost of virgin, natural rain-forest islands,
Fortune Resort Bay Island overlooks the pristine blue waters of the Bay of
Bengal.

Built almost of the native "Padouk" wood, the beautiful red timber that is found
only on the Andaman & Nicobar Islands and designed by Charles Correa, the
architectural style of the hotel reflects the native life of the Islands and offers a
gateway with a pace that is genuine, relaxed and unhurried.
SERVICES IN DETAIL

ITC-Welcome group pioneered the holistic concept of 'branded accommodation' in the

hospitality industry. It was the first to launch the idea of a 'Hotel within a Hotel' by segmenting,
customizing and branding hotel services like 'ITC One', 'Towers' and the 'Executive Club'.
Each of these caters to specialized needs of the global business traveler with unmatched quality
and a range of custom-made services.

ITC-Welcome group was the first to introduce branded cuisine. Its restaurants Bukhara,
Dakshin and DumPukht are today powerful cuisine brands. ITC-Welcome group also
showcases international cuisine in its specialty restaurants West View and Pan Asian.

ITC has strategically customized its hotels and appropriately categorized them to fulfill the
service and budgetary needs of travelers. ITC-Welcome group has an exclusive tie-up with
global partner Starwood for its top of the line premium brand, the 'Luxury Collection'. ITC
Hotels was also instrumental in bringing the 'Sheraton' brand to India, with which it enjoyed a
three-decade exclusive partnership.

ITC-Welcome group's properties are classified under four distinct brands:

ITC Hotels - Luxury Collection

In 2007, ITC-Welcome group entered a new phase in its collaboration with Starwood Hotels &
Resorts. ITC-Welcome group now has an exclusive tie-up with Starwood in bringing its
premium brand, the 'Luxury Collection', to India. These are super deluxe and premium hotels
located at strategic business and leisure locations. The seven hotels which are part of this
collection are: ITC Maurya in Delhi, ITC Maratha in Mumbai, ITC Sonar in Kolkata, ITC Grand
Central in Mumbai, ITC Windsor in Bangalore, ITC Kakatiya in Hyderabad and ITC Mughal in
Agra.
Welcome Hotels offer five-star hospitality for the discerning business and leisure traveler.
Currently there are three hotels under this brand namely, Welcome Hotel Rama International
Aurangabad, Welcome Hotel Vadodara and Welcome Hotel Grand Bay Vishakhapatnam.
Four other ITC-Welcome group Sheraton Hotels – Sheraton Rajputana Hotel Jaipur,
Sheraton Chola Hotel Chennai and Sheraton New Delhi offer warm, comforting services to
the global traveler and a chance to connect.

Fortune Hotels offer full service properties all over India, including smaller towns and cities,
ideal for the budget traveler. Fortune Hotels have a strong presence in Ahmadabad,
Thiruvananthapuram, Calicut, Darjeeling, Jamshedpur, Vapi, Hyderabad, Gurgaon, Indore,
Ootacamund, Madurai, Jodhpur, Vijayawada, Chennai, Visakhapatnam, Mahabalipuram,
Kolkata, Bangalore, Navi Mumbai, Tirupati and Port Blair, while several more hotels are
expected to be commissioned soon in other key locations in India.

Welcome Heritage brings together a chain of palaces, forts, havelis and resorts that offer a
unique experience. Welcome Heritage endeavors to preserve ancient royal homes and the
historical Indian grandeur and opulence for the future Indian generations. Welcome Heritage
provides a fine range of hotel services inside these architectural legacies present in Rajasthan,
Madhya Pradesh, Uttarakhand, Himachal Pradesh, Jammu & Kashmir, West Bengal, Karnataka,
Tamil Nadu, Punjab, Haryana, Assam, Sikkim, Meghalaya, Arunachal Pradesh, Uttar Pradesh,
Maharashtra, Kerala, Andhra Pradesh and Pondicherry.

Welcome Environ

Welcome Environ is ITC-Welcome group's vision for a green world. It's a multi-faceted
programme started in order to propagate environmental causes in the cities where ITC-Welcome
group's hotels are located. With the guiding principle of 'Reduce, Reuse and Recycle', each
hotel has its own programme, encompassing local participation, creating awareness among
employees and internal conservation.

ITC Green Centre

The ITC Green Centre in Gurgaon, the headquarters of ITC's Hotels Business is the physical
expression of this commitment to sustainability - Ecological, Social and Economic. This
building is one of the world's largest green buildings with space of over 170,000 square feet and
the first non-commercial complex in the country to be awarded the United States Green Building
Council-Leadership in Energy and Environmental Design's (USGBC-LEED) platinum rating -
the highest in the order.

At ITC Green Centre, energy consumption has been reduced significantly through design
integration. The building has been designed to maximize the effect of natural light during
daytime, largely eliminating the need for artificial ones. At the same time, the window glass,
while allowing light inside, does not allow heat. This not only keeps the office cool from inside
during the day, but also decreases the load on air-conditioners. Again, there is minimum exterior
lighting to limit night sky pollution. The water consumption has dropped by 40 per cent and,
with a water re-cycling plant, the building is now a zero water discharge building.

ITC Welcome group - Empowering Differently-able people

ITC-Welcome group has established that if provided with an opportunity to work and become
self-sufficient, people who are differently able can significantly contribute to the workplace,
families and the community. ITC-Welcome group has taken a positive step in this direction by
employing people who are differently able across its hotels. ITC-Welcome group believes that
everyone should be treated with sensitivity and empathy. The models it has created have been
effective and have succeeded in sensitizing other employees to the needs of those differently-
able. Keeping in mind their specific skills, over 100 differently able have been employed in
diverse functions like housekeeping, teleworking, and bakery and as musicians. Special badges
for the visually impaired, whistles for hearing impaired employees to use in an emergency and
sign language classes for the staff to communicate with them are just a few examples of how
ITC-Welcome group has created an atmosphere of sensitivity and caring.

ITC-Welcome group has also published a booklet aimed at sharing experiences with the rest of
the corporate world and laying down a step-by-step guide to demystify the perceived
complexities around employing persons with disabilities.

.
The corporate office is situated in the modern satellite city of Gurgaon with
the following Corporate structure :

President
General Manager - Finance
General Manager - Operations
General Manager - Sales & Marketing
General Manager - Technical

Head - Sales & Marketing

I express
my sincere
Corporate Chef
thanks to
Corporate Manager - HR & Special Assignments
Dr K.
Corporate House Keeper
Nirmala
Corporate Revenue Manager
Prasad
Marketing Services Manager
(M.com,
Corporate IT Manager
M.Phil,
Corporate Training Manager
Ph.D),
principal
M.O.P
Vaishnav
college of
women,
Chennai -
600034, for
giving me
this

PRINCIPALS FOLLOWED AT BAY ISLAND

Reduce (waste of any form)E.g.: solid, liquid, gas and electricity

• Recycle(water , paper, food)

• Reuse (water and paper)

opportunity to undergo training at FORTUNE RESORT BAY
ISLAND.
I owe my thanks to Ms Shalini, Head of Department, Ms Kiran
Varma our faculty advisor and all lectures of commerce department for
parting the valuable guidance in completing this project successfully.
My sincere gratitude goes to Mr. S SRIDHAR (Director of Sales and
Marketing).who provided me with an opportunity to work in and learn
about the basic aspect of sales and marketing during my training period.
I also thank them for their encouragement and fullest support given to
me during the training period.
I am also grateful to my parents who helped me in my completion of the
training and this project successfully.
CONTENTS

SERIAL NO PARTICULARS

1 INTRODUCTION

2 COMPANY HISTORY

3 COMPANY PROFILE

4 INDUSTRY PROFILE

5 SERVICES IN DETAIL

6 WORK DONE

7 CONCLUSION
HR & Training Support

Each Fortune hotel has a General Manager deputed by Fortune Park Hotels,
who is either transferred from within the existing resources of ITC-Welcome
group or hired from the constantly updated data bank available with ITC-
Welcome group HR cell.

Operating manuals for each operating department and a standards manual

defining the standards for a Fortune hotel are provided to all Fortune hotels to
assist the General Manager in his day-to-day operations.

An annual operations audit is conducted in each property by General Manager-

Operations, which outlines the standards maintained by the property and the
shortcomings, if any. A detailed audit report is submitted to the hotel promoters
for their perusal, along with valuable inputs on constant improvement of the
product and services.

Key support for food festivals, standardization of menus and constant

information on industry best practices is provided on a regular basis by the
Operations team. At the time of Hotel opening a pre-opening team is deputed to
the hotel to assist the General Manager and the hotel team for a smooth
commissioning of the hotel.
Distribution
ITC-Welcome group currently has 63 hotels spread over four brands, including Fortune Park
Hotels.

The Fortune operating hotels are located in:

Ahmadabad, Calicut, Chennai, Darjeeling, gurgaon, Indore, Jaipur, Jammu, Jamshedpur,

Ludhiana, Madurai, Ooty, Port Blair, Tirupati, Trivandrum, Vijayawada, Vapi, Vishakhapatnam,
Pune, Bangalore, Navi Mumbai, Hyderabad, Kolkata & Lavasa.

Others to open shortly are in:

Shirdi, Mumbai (Thane), Missouri, Delhi, Siliguri, Cochin, Kolhapur, Gandhinagar, Baddi
Sales & Marketing Infrastructure
Fortune Park Hotels are sold and marketed through the ITC-Welcome group
Sales & Marketing offices located throughout the country in 10 locations, .
employing a team of over 100 professionals. These offices are located in New
Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Coimbatore, Pune,
Ahmadabad and Vadodara.

Fortune Marketing offices cover the entire geographical spread of the country
and are located in New Delhi, Mumbai, Kolkata, Chennai, Bangalore,
Hyderabad, Ahmadabad and Cochin.

ITC-Welcome group is an acknowledged marketing leader in the hospitality

sector, known for its visionary and creative marketing initiatives. These
marketing initiatives, such as Executive Travel & Value Plan, Welcome Award,
Welcome Link- to name a few- are available to all Fortune Park Hotels and
instantly gives them access to the country's best established hospitality
marketing programmes and the largest database of existing hotel users. Besides,
Fortune hotels get the benefit of existing relationships with the leading MNCs
and Corporate which are current users of ITC-Welcome group hotels all over the
country.
 Fortune Park Hotels Ltd. is a subsidiary of ITC Ltd, with 53 First Class
Hotels, 4336 Rooms across 41 cities. It is one of the fastest growing hotel
chains, serving both the leisure and business travelers from across the globe.

Hotel Overview
Located on one of the world's last outpost of virgin, natural rain-forest
islands, Fortune Resort Bay Island overlooks the pristine blue waters of the
Bay of Bengal.

Built almost of the native "Padouk" wood, the beautiful red timber that is
found only on the Andaman & Nicobar Islands and designed by Charles
Correa, the architectural style of the hotel reflects the native life of the
Islands and offers a gateway with a pace that is genuine, relaxed and
unhurried.

Accommodations
Fortune Resort Bay Island offers 45 Standard rooms, built in a series of levels, split against a
sloping hill side, with some rooms overlooking the sea. All the rooms are equipped with
CCTV, direct dial STD telephones. Aesthetically designed, the rooms offer glorious view,
fresh air and natural light in all its glory.
Cuisines & Restaurants
Mandalay: Open deck restaurant with a glorious sea-view. The hotel serves Island specialties,
superb seafood along with Indian Chinese and Continental favorites.
Look Out: The quiet lounge, where you can hum along with the rhythms of the sea.

Nico Bar: Our barman specializes in tall fruity concoctions, served in coconut shells. In
addition, enjoy an array of drinks from the well stocked bar.

FortuneResortBayIsland, PortBlair

Marinehills
PortBlair744101
Tel:03192-234101/232112/065/123
Fax:03192-231555
e-mail: bayisland@fortunehotels.in
 FORTUNE RESORT BAY ISLAND

4TH June, 2009

To whomsoever it may concern

This is to certify that Ms M.Aishwarya B.com (marketing

management) student of MOP Vaishnav College for women, Chennai
has successfully undergone her INTERNSHIP WORK in our
organization from 02.05.2009 to 02.06.2009 during which period she
had shown keen interest and enthusiasm in her work.

We wish her all the best in her future endeavors.

For FORTUNE RESORT BAY ISLAND

UFC