DECLARATION

I, DILAN L.P, hereby declare that the internship report entitled “AN

ORGANISATIONAL STUDY OF CLUB MAHINDRA RESORT s ” has

been prepared by me and submitted to SDM College of Business Management

PG Centre for Management Studies and Research, is a record of original work
done by me under the supervision of Mrs. DEEPA NAYAK P.

I also declare that this internship report has not been submitted by me fully
or partially for the award of any degree, Diploma, title or recognition.

DATE: 25/07/2016 DILAN L.P.

158728122

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 ACKNOWLEDGEMENT
This project report would be incomplete without expressing my sincere
gratitude to all those who have supported me in preparing it successfully.
I would acknowledge my sincere gratitude to my project guide Mrs. Deepa
Nayak P. for her kind guidance and helpful suggestions in every stage of this
report.
I would like to express my sincere gratitude to our honorable
principal Dr. DEVARAJ K. Director, SDM PG Centre for management studies
and research, Mangaluru, for providing me an opportunity to execute this
project in a successful manner.
With deep sense of gratitude I acknowledge the encouragement and guidance
received from the organisation guide Mr Vaidyanathan Mani, Accounts
Manager, MHRIL and Mr Vinod, HR Manager, MHRIL,
I am indebted to all the staff members, at MHRIL, who have supported my
endeavour.
I convey my heartfelt affection to all those people who helped and supported me
during the course of and for the completion of my internship report.

4
 CONTENT

CHAPTER TOPIC PAGE

NUMBER NUMBER
1 INTRODUCTION 6–7

3 INDUSTRY PROFILE 8-12

4 COMPANY PROFILE 13-24

5 SWOT ANALYSIS 25

6 LEARNING EXPERIENCE 26

7 FINDINGS ,SUGGESTIONS & CONCLUSION 27-28

8 BIBLIOGRAPHY 29

5
 INTRODUCTION
An organization is a social arrangement which pursues collective goals, which
controls its own performance, and which has a boundary separating it from its
environment. Organization is the association formed by a group of people who
see that there are benefits available from working together towards some
common goal.
Organization studies are the study of individual and group dynamics in an
organizational setting. As well as the nature of organizations themselves.
Whenever people interact in organizations, many factors come in to play,
organizational studies attempt to understand and model these factors.
Organizational study is essential to any MBA graduate as it helps them to
connect theory with practice.
Organization study refers to the study of organization as a whole and getting
adequate knowledge with various departments in the organization. The study
was carried out at club Mahindra, this study is based on the different aspects
and dimensions of different departments of the company. The study was carried
out at the club Mahindra, situated at coorg

OBJECTIVES OF THE STUDY

The study was conducted with certain objectives. Those are:
 To study origin, mission vision, and status of the organisation.
 To study the functional departments at the organisation
 To provide some valuable suggestions to improve the efficiency in
the organisation

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Limitation of the study
 Time limit were a major constraint
 As per the company rules many information were not disclosed
 As The managers were busy in their daily schedules were not
possible for us to spend more time in interacting with me
METHODOLOGY
Both Primary and Secondary data were used for the study.
Primary data was collected through:

Primary data
1. Direct interview of 2 managers from finance Manager and HR
Manager
2. Interaction with supervisors and employees.
3. Data obtained from personal observation.

Secondary data
1. Magazines
2. Journals
3. Brochure

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 Industry profile
The hospitality industry consists of broad category of field within the service
industry that include lodging, restaurant, event planning, theme parks,
transportation, cruise line, and additional fields within the tourism industry. The
hospitality of leisure time and disposable income. A hospitality unit such as a
facility maintenance, direct operation (servers, housekeepers, porters, kitchen
workers, bartenders, etc.) management, marketing, and human resource.
The hospitality industry cover wide range of organisations offering food service
and accommodation .The hospitality industry is divided into sectors according
to the skills –set required for the work involved. Sectors include
accommodation, food and beverage, meeting and event, gaming, entertainment
and recreation, tourism services, gamming, entertainment and recreation,
tourism service, and visitor’s information.
The Mahindra group is a significant growth cover globally in terms of market
operation and sourcing. The US$4.5 billion Mahindra groups among the top 10
industrial house in India. Mahindra and Mahindra is only Indian company
among the top four manufacturing in the world and the market leader multi-
utility vehicles in India.
The birth of Mahindra company Mahindra brother J.C and K.C Mahindra
together, with Ghullam Mohammed conceived idea of secular company
consequently .On 2nd October 1945 Mahindra and Mohammed was
incorporated . K.C. Mahindra met Barney Ross beginning the relationship
between jeep and Mahindra. In1948 Mahindra and Mahindra came in to
existence.

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INDIAN HOSPITALITY INDUSTRY
The Indian hospitality industry has emerged as one of the key industries driving
growth of the services sector in India. It has evolved into an industry that is
sensitive to the needs and desires of people. The fortunes of the hospitality
industry have always been linked to the prospects of the tourism industry and
tourism is the foremost demand driver of the industry. The Indian hospitality
industry has recorded healthy growth fuelled by robust inflow of foreign tourists
as well as increased tourist movement within the country and it has become one
of the leading players in the global industry. Foreign tourist arrivals (FTAs)
into the country increased steadily from 2005 to 20010. FTAs dipped in 2009,
due to the global economic slowdown; however, the impact on the Indian
industry was much lower than that on the global counterparts. FTAs are
expected to increase in 2011. On the other hand, domestic tourist movement
within the country was the highest in 20014.

Economic growth
India is one of the fastest growing economies in the world. It recorded healthy
growth in the past few years, at more than 9% each during FY06-
FY08. Despite the global economicslowdown, the Indian economy clocked
growth of 6.7% and 7.4% in FY09 and FY10respectively. Attractiveness of
India has encouraged foreign players to set up their operational facilities in the
country. Domestic industries have also made heavy investments to expand
their facilities through Greenfield and Brownfield projects

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Measures undertaken by the government
Various policy measures undertaken by the Ministry of Tourism and tax
incentives have also aided growth of the hospitality industry; some of them
include:

 Allowance of 100% FDI in the hotel industry (including construction of

hotels, resorts, and recreational facilities) through the automatic route
 Introduction of ‘Medical Visa’ for tourists coming into the country for
medical treatment
 Issuance of visa-on-arrival for tourists from select countries, which
include Japan, NewZealand, and Finland
 Promotion of rural tourism by the Ministry of Tourism in collaboration
with the United Nations Development Programme
 Elimination of customs duty for import of raw materials, equipment,
liquor etc
 Capital subsidy programme for budget hotels
 Exemption of Fringe Benefit Tax on crèches, employee sports, and guest
house facilities
 Five-year income tax holidays for 2-4 star hotels established in specified
districts having UNESCO-declared 'World Heritage Sites'.

The board of director

 Mr. Kasha Mahindra – group chairmen
 Mr. Annd Mahindra –vice chairmen and managing director
 Mr.Bharath Narothan Doshe-executive director
 Mr. Aron Kumar Nanda –executive director
 Mr. Naryanabh vaghul-Director

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  Mr. Nandir burjorji Godrej-Director
 Mr. Murugappan- director
 Dr Ashok Escher Ganguly – Director
 Mr. Kulkarni- Director
 Mr. Anupan Pradeep Puri- Director
 Mr. Thomas Mathew- Nominee of LIC

THE MAHINDRA GROUP BRANCHES OUT INTO SIX SECTOR:

(a) Automotive sector
(b) Farm equipment sector
(c) Automotive component sector
(d) Trade and finance sector
(e) Infrastructure development sector
(f) Information technology sector

(a)Automotive sector
 Automotive division
 AutomartIndia ltd

(b) Farm equipment sector

 The farm equipment is the first tractor
 Company in the world to win the denning application

(c)Automotive component sector

 Siro plast ltd
 Mahindra sona ltd
 MUSCO
 Mahindra engineering & chemical products ltd
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(d)Trade and financial sector
 Kotak Mahindra
 Mahindra inter trade ltd
 Mahindra steel &Service centre ltd
 Mahindra &Mahindra financial service ltd

(e)Infrastructure development sector

 Mahindra gesco development ltd
 Mahindra acres consulting engineering ltd
 Mahindra holiday resort India ltd
 Mahindra industry industrial park ltd
 Mahindra Ashtech ltd

(f)Information technology sector

 Mahindra British telecom ltd
 Mahindra logissoft business solution pvt ltd
 Mahindra engineering service group
 Mahindra special service group
THE CORE TEAM
 Corporate team
 Sales team
 Resort operation

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 Company profile
MAHINDRA HOLIDAYS AND RESORT
Located in Karnataka’s verdant Coorg district, Virajpet is about 35 km from the
district headquarters Madikeri and is equally mesmerising. As the plains give way
to the hills and the road begins to curve upwards, the wide vistas of forested slopes
and valleys act as a soothing balm. It is a lovely mix that catches the eye on either
side of the road. There are thick jungles, paddy fields, and coffee plantations
interspersed with pepper and cardamom plants. In between are little streams and
rivulets, the occasional waterfall during the monsoons, and then there is the river
Cauvery, revered by the Kodavas. Round a bend over a hill Virajpet suddenly
comes into view and it is almost like a picture postcard. There are rows of houses
broken by patches of greenery amidst which rises the pale blue spire of the St
Anne’s Church.

Set against this backdrop is the Club Mahindra Virajpet, the group’s first
plantation resort. Spread across the lovely premises are 32 units, a mix of single
bedroom and studio apartments, which offer comfortable stay for guests along
with a host of facilities and activities. You can sit back and relax amidst the
beautiful coffee plantations and sip on a cup of coffee or stroll through lush
greenery. You can also wander further to discover the Virajpet’s secrets and
indulge in a blend of adventure, history and nature.

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COMPANY PROFIL
 corporate ID – club Mahindra corporate
 Name –Mahindra holiday and resort ltd
 Founded – 1996
 Type – public
 Key people – Ramesh Ramanathan CEO , Mr Anand
Mahindra
 No of room -178
 No of workers-253
 Web site-www.club Mahindra .com

Mission
Good living. Fappy families

Vision
we will be among the top 5 vacation ownership companies of the
world in terms of member base by fy 2019

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Awards and accreditations

Year Award and accreditations

2007 Resort at goa received hygiene code certification for hotel and
catering industry from food cert B.V. of Netherland.
2007 Resort at Dharamshala received hygiene code certification for
hotel and catering industry from food cert B.V. of Netherland
2007 ISO: 9001 certification awarded to the member relations
department of our company
2007 Resort of goa , munnar , binsar ,manali and coorg were awarded
RCI gold crown award
2007 Resort at munnar and coorg received food hygiene certification
of international standard from BHS of Netherlands.
2007 mahindra holiday and resort India limited received business
super brands 2008 status from super brands India private limited

2006 Resort at goa, Munnar, binsar and coorg were awarded RCI gold
award.
2006 Resort at goa , ooty and kodaikanal received food hygiene
certification of international standard from BHS of Netherlands
2007 Resort of goa received hygiene code certification for hotel and
catering industry from food cert B.V. of Netherlands
2007 Resort at coorg received hygiene code certification for hotel and
catering industry from food cert B.V. of Netherlands
2007 Resort at ooty received hygiene code certification for hotel and
catering industry from food cert B.V. of Netherlands

15
2007 Our company was awarded avays global connect customer
responsiveness award , 2007 for being India’s most customer
responsive travel &tourism company
2008 Resort at goa ,coorg ,binsar, munnar , dharamshala, manali and
kumbhalgarh (provisional)were awarded The RCI gold crown
award
2008 CNBC-AWAAZ Travel award 2008 for ‘best resort for health
and rejuvenation’ for our munnar resort
2009 Our munnar resort won the RCI gold crown award for the 10th
consecutive year
2009 Club mahindra holiday selected as super brand 2009-10 by
brand council of India
2010 Club mahindra.travel received international air transport
association accreditation
2011 Resort at goa, Munnar, binsar and coorg were awarded RCI gold
award.
2011 Our Munnar,coorg resort won the RCI gold crown award for the
10th consecutive year
2012 Resort at goa , coorg,ooty and kodaikanal received food hygiene
certification of international standard from BHS of Netherlands
2013 CNBC-AWAAZ Travel award 2013 for ‘best resort for health
and rejuvenation’ for our Munnar,coorg resort

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 Managerial Organisation Structure

MANAGING
DIRECTOR

head -strategy and new product head member relation department

development

chief information officer head marketing

chief human resource officer head zest

chief sales officer head finance and commercial

divisional manager head project

head-travel related service head operation

divisional manager internal manager

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Organisation Structure

presedent

general manager

fi nance front office purchase food executive house security

maintenanc
ma nager hr manager manager manager &beverage chef keeping
e manager manager
manager
system hr assistant
front office store
senior
chef de h/k
manager incharge assistant captian
steward
party supervisor maintenanc
e supervisor
account f/o senior room
assistant assistant steward attendant general
supervisor
gust sevice room
attendant attendant

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Club Mahindra holidays
The flagship service offering, club Mahindra holiday, was launched in
1997.club Mahindra holidays is our service offering targeted at the India family.
We have, as of May 31, 2015, sold 91997 club Mahindra holiday vacation
ownership memberships
Club Mahindra holidays, currently entitle our members to stay and holiday at
any of our 43 resorts, for seven each year, in a season of their choice, for 25
years. Club Mahindra members enrolled prior to January 2006 were entitled to
vacation, our members can choose to access a range of RCI resort globally.
Holiday season
For each resort destination, the year is divided into four seasons :purple, red,
white and blue ,based on demand for such resort during the year. The season
classification may vary from year to year for any resort, and varies from resort
to resort.
Purple: the season with the highest tourist traffic to the particular destination
.for example in goa, weeks around Christmas and New Year and the carnival.
Red: this season would typically encompass school holidays, such as the
summer and winter vacations, and other festival vacations.
White: this season may be a good time to visit the destination but may not
necessarily coincide with school vacation.
Blue: this is the season with lower tourist traffic for the destination, appealing
only to the limited target group of young families without children, for example,
the monsoon season in goa.

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Apartment types
To address the diverse needs of our members, we offer three type of apartments
based on the number of people proposing to occupy the apartment. In
additional, some of our apartments are equipped with cooking facilities. The
table below sets out the different apartment types offered by us under our club
Mahindra holidays membership:

Category Characteristics Occupancy

Two bedroom Two separate bedroom Six adults
apartment with a living and dining
area
One bedroom apartment A single bedroom with Four adults
a living and dining area
Studio apartment A bedroom/ living room Three adult or two
and dining area adults and two children
under 12 years

Fees
Members are required to pay a membership fee to us at the time of enrolment
and an annual subscription fees each year. The membership fee and annual
subscription fee depend on the type of season and apartment chosen by the
member.

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Membership fee
The membership fee payable by the members comprises a non-refundable
admission fee towards enrolment and an entitlement fee towards the provision
of entitlements through the membership period. The membership fee is based on
the season and type of apartment chosen by the member. They provide
convenient financing options, up to term of 60 month, for the purchase of
membership to our prospective members.
Annual subscription fee
Other than the membership fee referred to above , currently our members are
required to pay to us an annual subscription fee , which is issued to fund
maintenance of the resort and providing club service to our customers including
holiday planning , reservations and administration of the membership.
The annual subscription fee is revised from time to time based on the urban
consumer price index as published by the reserve bank of India.

Amenities, facilities, activities and privileges at the resorts

They provide members with a range of family holiday activities and privileges
at our resorts. Some of these are available on a pay-per-use based and members
are entitled to a 25% discount, as compared to non –members, currently, some
of the activities that we offer our club Mahindra holiday members are:
Fun Dining: club Mahindra holiday resort have multi-cuisine restaurants that
provide members with a wide range of cuisines to cater to the needs of members
from all parts of India. “Fun dining” is a special privilege for our members who
can avail of a buffet or take-away food for breakfast, lunch and dinner at a
nominal cost. In addition, we allow discount if the entire family uses fun dining
and other discounts where the member takes breakfast and one other meal per
day.

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 A la carte dining – they offer a la carte dining option along with theme
oriented menu , region-specific menu and have special kids ‘ menu , talking
care of the needs of every member of the family .in some resorts , we also offer
speciality cuisine restaurants.

Bar- they offer alcoholic beverages at certain resort through our bars.

Spa –they are our brand of Ayurveda spas at certain of our resorts called
“Svaastha”.Promoting harmony of mind, body and sprite.

Kids club- they introduced ‘kids club’, children are enrolled into this club when
they check into the resort, after which they have access to club activities
specifically designed for them .we have also introduced a club for teenagers.

Champs- at all our resort, we have a set of animators dedicated to take care of
holiday activities and the entertainment of our members during their stay. Some
of our other employees are also trained to perform and entertain our guests by
singing, playing musical instruments, telling stories to children and performing
magic tricks.

Fun Zones- they provide our members with various options to keep adult, teens
and kids entertained during their holiday at the resort. These activities include
outdoor activities such as rappelling, river crossing, rope bridges, camping,
hike, water sport and indoor activities ranging from craft, pottery and dance
classes to pool tables , table tennis and broad games. I addition , we also
organize and facilitate activities outside the resort which are destination
specific, such as picnics, sight-seeing trips, heritage visits , game spotting and
bird watching.

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 Conferences and outbound trainings- club Mahindra holiday resort
are equipped to cater to conference and outbound training programs. These
facilities are provided on a limited basis to a select targeted clientele to ensure
capacity utilization and as an opportunity for non – members to avail
themselves of club Mahindra experience.
Zest
Zest is new offering, introduced in November 2006, and targeted the young
urban families and based on the concept of short breaks. The zest members
entitled to six days of holidays every year within the allotted season at any zest
resort, for a membership period of 10 years. These resorts are located within
drive –to distances. We have, as of May 31 ,2015, sold 8140 zest vacation
ownership memberships
Resort under zest
Resort under zest are located at Pondicherry, coorg, Ooty, Masinagudi, Yercaud
and Kodaikanal
Season Classification
Zest is short break service offering. The entire calendar year has been divided
into three seasons, verve, buzz and pep. The season classification can vary from
year to year and from resort to resort.
Verve: include the most sought after of the year, such as the summer and winter
vacations.
Buzz: include the high season to visit the resort.

Pep: include times which are the lower season for the resort

Apartment type
Zest offers only one type of apartment, which is a furnished accommodation
that accommodates two adults and two children below the age 12.

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 Club Mahindra fundays
Club Mahindra fundays is a service offering introduced in October 2006,
targeted at corporate customers.
Club Mahindra fundays is based on a point system , where different season
apartment combinations are valued at point per day , as specified from time to
time .a corporate customer purchase a specific number of points that are
credited to their account every year for 10 year term of membership. A
corporate member may offer family holidays to their employees. This system is
flexible to use and suitable for corporate members ‘constantly changing
requirements.

Resort under club Mahindra fundays

Our club Mahindra resorts include all club Mahindra holiday resorts and zest
resorts.

Holiday season and apartment types

Club Mahindra fundays have the same holiday season classification and
apartment types as club Mahindra holiday and zest for their respective resort.

Holiday entitlement
The club Mahindra fundays member can start taking holiday after one month
from the date of purchase of the membership

Fees
Member is required to pay a membership fee to us at the time of enrolment and
annual subscription fee each year thereafter.

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 SWOT ANALYSIS
Strengths
1. Customer base of over 183000 members
2. 46 resorts in various location
3. Brand presenceis quite high due to excellent advertising
4. New under explored and lesser known locations
5. High brand recall
6. Homely ambience and arrangements adds to its warmth as a hospitality
company
Weaknesses
1. Company policies regarding booking of rooms does not always go well
with customers (need to book 6 months prior)
2. Constant political disturbances within the country
3. Quality of services and infrastructure is not constant throughout the brand
Opportunities
1. Incredible india campaign has had a positive influence on influx of
foreigners traveling to india . club Mahindra should have programs for
foreigners.
2. With reducing spending capacities , domestic travel is increasing india
Threats
1. International hospitality giant are entering all market and catering to
segments in this sector
2. Economic down turn might have an effect on eqity capital of the
company

25
 LEARNING EXPERIENCE
My learning experience at for a month had given me greater opportunity to
learn and understand the organisation and how they perform their jobs.
My visit to the manager was very helpful as it helped me to get all the company
profil and important data in a helpful and polite manner.from the day 1 till I
attained permission letter from company ,I experienced politeness from the
employees right from the reception counter to the office.
I observed that the manager and the employee’s cooperative and the employees
were well trained by the managers.
Even my guide was a good trainer and had guided and trained me. She also gave
me some of the tips for maintaining the human relations and motivating them.
Study helped me in understanding the work, culture, the morale, work nature,
products services.
A study on overall practice at club Mahindra resort had helped me in
understanding the work, culture, the morale work nature products and services it
also helped me to understand the recruitment selection training welfare benefits
etc.
I also learnt that participative leadership style motivates each every employee to
great height possible.
I could also analyze the strengths and weaknesses of the company.
I learned about time management

26
Findings
 Providing good facilities to employees like uniform cafeteria.
 The employees are satisfied with the nature of work
 Club Mahindra provide good transportation facilities.
 Club Mahindra provide good accommodation.
 No restaurant facilities for localities.
 The relationship between the superior and the subordinate is good
 They are following good employee’s relation techniques.
 They provide family holiday primarily through vacation ownership
membership.
 The working environment is encouraging for the employees
 The customers is happy with the facility such as swimming pools, spa
reading louge, fitness centre..
 It found that the employees were treated with high dignity and respect.
 The employees satisfied with the shifts

Suggestion
 They can tie up with the tourist department.
 They can provide restaurant facility to residents.
 They can reduce the price or they can provide more pacages.
 They must make the employee-relationship much better by adopting the best
training and development programme.
 If there is a well set amenities provided,it can improve the quality of work
life of the employees.

27
Conclusion
They are one of the leading leisure hospitality providers in india , offering
quality family holidays with a range of services designed to meet the diverse
holiday needs and interests of a family.they seek to be the preferred partner to
urban family for family holidays and holidays services in india .
Mahindra holidays & resorts india ltd .,(MHRIL) a part of the infrastructure
sector of the Mahindra group, brings to the industry values such as reliability ,
trust and customer satisfaction. Started in 1996 , the company’s flagship brand
‘club Mahindra holidays ‘, today has a fast growing customer baseof over 1
members and 46 beatiful resorts at some of the most exotic spots in india and
abroad

28
 BIBLIOGRAPHY

REFERENCES
the study could be successfully conducted with the following references made:

BOOKS REFERED:
 Hotel and tourism industry
 Annual report of the resort

WEBSITES:
 WWW.CLUBMAHINDRA.COM
 WWW.GOOGLE.COM
 WWW.HOTELINDUSTRY.COM

OTHER SOURCES:
 Resorts manuals and circulars
 Recruitment report of the resort

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