Hotel Empire Suites Internship Report

4 YEAR HOSPITALITY MANAGEMENT PROGRAMME
Semester III
January 2014 June 2014
BAC 3181 BUSINESS INTERNSHIP I
INTERNSHIP REPORT
Name: Mohamed Jashan Bin Jamal

Student Code: HMP03005
Interned at: Empire Suites (NKP Empire Ventures PVT LTD)
Department 20 Weeks: Front Office
4 Weeks: Sales
BAC 6182 Business Internship Manual

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INDEX
Introduction
History of the hotel
About the Property
Other Lodging properties

Future plans
Internship schedule
Tasks done
Layout of the lounge
Hierarchy of the section
Learnings and observation
Conclusion
Fortnightly reports and Operational assessments
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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20 weeks i worked in the front office department as trainee receptionist and 4

weeks in the sales department, attending sales calls.
The objective of this internship was getting a first-hand experience of the things we
have been taught in the first two semesters. It helped me gain real life experience
and also helped prepare myself for the industry.
My personal goal from this internship was to observe and learn exactly how things
work in a budget hotel, and Empire is one of the best budget properties in the city.
History of the hotel:

Hotel Empire started in 1966 as a family partnership business. Today, the group is
one of the leading chains of restaurants and hotels spread across Bangalore, India.
It transformed into a Private Limited Company since 1st of April, 2012.
Nicknamed as the Taste of Bangalore, Empire restaurants are the most sought
after eateries in the Garden City, particularly with the late night crowd. These
restaurants have gone from strength to strength, thanks to the unrelenting
patronage and support from the people of Bangalore famous for their penchant for
mouth watering and sumptuous food. The management has always been keen to
take care of the individual tastes and preferences of each of its valuable patrons.
Hotel Empire took a remarkable turn in terms of service and business under the
present management that took over in the early Eighties. The restaurant was
constantly upgraded with new services and tastier delicacies. The progress story of
Empire continued, as a new prestigious venture called Hotel Empire International,
on Church Street, with more than thirty aesthetically designed and furnished rooms
and a spacious restaurant.

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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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comprises of World Trade Centre, Sheraton Hotel, over 1,200 Apartments,

Columbia Asia Hospital, Brigade School and the Galaxy Club. The Orion Mall has
a large 55,000-sq-ft food court area. The Mall also houses various International and
Domestic fashion brands. The never ending expansion of Empire is now at Maddur
too. One and a half hours drive from Bangalore. A beautiful garden restaurant and
a landscaping that one cannot miss. Yes, Maddur has welcomed Empire with its
new branch on the 12th of April with a soft opening and the response was
overwhelming. The management is fully confident that with the unstinted support
shown by its patrons, and thanks to the vast experience in the field spanning more
than four decades, the Empire family will God willing, scale new heights in the
hospitality business.

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Online booking and reviewing Partners:
Make My Trip
GOIBIBO
Cleartrip
Zomato
Booking
Yatra
Trip advisor
Burrp
Travelguru
About Empire Suites:

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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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Rs 3250 + taxes (19.42%)
Two
bedroom apartment- Two bedroom apartments provide, two bedrooms, two

bathrooms, one kitchen and a living area area along with all the other facilities and
amenities of the room.
Rs 5000 + taxes (19.42%)

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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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Other Lodging Properties:

Hotel Empire International- Church Street
4.7 km from Bangalore City Junction Railway Station, 1.5 km from Cubbon Park,
2.4 km from Indira Gandhi Musical Fountain Park, Travel desk, Restaurant, Wi-Fi
Hotel Empire International at Church Street is a popular budget hotel, located
within walking distance from the famous business areas of MG Road, Brigade
Road and UB City Bangalore. The hotel maintains well-decorated rooms that are
available in five different categories. These include Standard Single, Standard
Double, Deluxe Double, Super Deluxe and Luxury Rooms. All rooms are provided
with standard facilities like air-conditioner, safety deposit locker and Wi-Fi.
To ensure a hassle-free stay for both business and leisure guests, the hotel offers a
range of facilities, including travel desk, car parking and laundry.
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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.
Hotel Empire International- Koramangala

7.3 km from Cubbon Park, 7.2 km from Venkatappa Art Gallery, 9.1 km from
Bangalore Railway Station, 1.7 km from Shringar Shopping Complex, Multicuisine restaurant
Hotel Empire
International Koramangala is one of
the most sought-after 3
star accommodation
facilities in Bangalore. It
enjoys adjacency to
noted city attractions,
such as The Forum,
Electronic City and other
business as well as
entertainment centres.
For accommodation, the
hotel offers two types of rooms- Deluxe Single and Deluxe Double. All the rooms
are replete with common conveniences, which ensure that guests have a
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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Hotel Empire International-Koramangala has a multi-cuisine restaurant, managed

by a team of skilled chefs. It serves an array of mouth-watering dishes to guests.
Hotel Empire- Central Street

4.8 km from Bengaluru Railway Station, 1.9 km from Vidhana Soudha, 2.4 km
from Cubborn Park, Fitness centre, Travel desk, Parking, Multi-cuisine restaurant,
Free Wi-Fi
Located on Off Infantry Road, Hotel Empire- Central Street offers easy access to
major business, shopping and IT hubs of Bangalore. This 3 star property is just 10
minutes drive away from Bengaluru Railway Station, while the Bengaluru
International Airport is just 45 minutes drive away. The hotel offers rooms in
different categories that include Standard Single Non AC, Standard Single AC,
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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
Sales and Marketing (Sales Calls) :

Work - 9am-6pm
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
o Co-ordinate with the housekeeping about

room status.
o Check bills generated and payments
received.
o Sent the financial reports to the accounts
department.
o Co-ordinate with the laundry.
o Check the log book to see things to do.
o
o
o
o
o
o
o
Check the bills generated and payments

received.
Attend Reservation calls.
Sent the laundered clothes to the guest
rooms.
Call for airport pick-up/drop cabs.
Sent the financial reports to the accounts
department.
Assist in check-ins and check-outs.
Check the occupancy %, reservations,
checkouts
due,
and
inform
the
Housekeeping to check if the rooms are
ready for reservations for the day.
Layout of the Lounge

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Hierarchy of the Section

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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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Learnings & Observations

Guest Registration and Check in process
When Guest arrives at the reception to check in:
o Greet the guest.
o Enquire the Last name / First name of the guest.
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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
First Name, Last Name.

Arrival Date. Time.
Departure Date, Expected time of departure.
Room Rate.
Room Number.
Room Type.
Method of payment.
Billing instructions.
Meal Plan
Request for ID Proof for local guest and Passport and Visa details for
foreigners.
Following details to be completed:

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
Learnings from processes & procedures of reservation handling at

the hotel:
1. Receiving the reservation:
The reservation assistant must be capable of quickly determining the clients need
and should be ready with reservation form and pen while
getting reservation inquiry. The reservation assistant must obtain the following
guest related information:
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Guest name, address and telephone number

Date of arrival and departure
Desired room rate and plan
Number of pax
Type of room requested
Method of payment
Any other special request
2. Determining the room availability:

After receiving the information about the guest duration of stay next step
of reservation procedure is to check the availability of room type. This can be done
by checking the room availability in the PMS.
3. Accepting or denying the request:
After checking the room availability, if the requested room is available,
the reservation will be accepted. If the rooms are sold out on the requested date,
apologize with the suggestion of any other alternative rooms or hotels falling under
the same branch.
4. Documenting the reservation details:
If the reservation request is accepted, the reservation is taken in
the reservation form with all the necessary information and the room will be
marked as blocked in the Property Management System.
5. Confirming the reservation:
Once the rooms requested by the guest is available and guest agrees to the rates,
the reservation is confirmed by the advance deposit through various modes and
confirmation number is given to the guests as a proof that the room is booked.
6. Maintaining the reservation record:
After recording the reservation details in the reservation form, it should be properly
filed for the future reference.
Cancelling a Reservation:
Obtain the guest name or reservation number.
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Search for the reservation on the PMS.

Re-confirm the reservation details with the guest.
Ask whether he or she would like to make an alternate reservation.
Request the reason for cancellation.
Record the reason for cancellation on PMS.
Provide the cancellation number to the guest.
Telephone etiquettes:
1. How to interact with a guest on the telephone?
Phone should be answered within three rings.

Smile even though youre on the phone.
Sit or stand up straight.
Use a low voice pitch.
Avoid extremes in volume.
Do not cut off the guest while he/she is speaking.
Listen carefully and speak calmly.
2. How to answer an external call?

Good morning, Hotel Empire, How may I assist you?
3. How to answer an internal guest call?
Good morning sir/mam, this is Jashan, How may I assist you?
4. How to answer an Interdepartmental call?
Good morning, Front desk, Jashan speaking, How may I help you?
5. How to transfer a guest call?
Please stay on the line while I transfer your call sir,mam.
6. How to put a guest call on hold?
Could I put your call on hold, while I check for the required information?
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Dos and Donts:
Establish eye contact while speaking to the guest.

Greet everybody with a smile.
Address guests and team mates by their names whenever possible.
If a guest asks for direction, always guide the way.
Never talk to a guest about your personnel problems.
Maintain your work area and keep it clean.
Try and follow up on anything you do for a guest by contacting them
personally.
Listen to guest complaints/requests carefully and with at most attention.
Never discriminate against any guests.
Never insult the guest.
Do not make promises that exceed your authority, instead offer alternate
choices if possible.
Do not argue with the guest.
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.
Learnings and observations:

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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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4 YEAR HOSPITALITY MANAGEMENT PROGRAMME

Name: Mohamed Jashan Bin Jamal

BAC 6182 Business Internship Manual

Other Lodging properties

BAC 6182 Business Internship Manual

20 weeks i worked in the front office department as trainee receptionist and 4

History of the hotel:

BAC 6182 Business Internship Manual

comprises of World Trade Centre, Sheraton Hotel, over 1,200 Apartments,

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

Online booking and reviewing Partners:

About Empire Suites:

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

Rs 3250 + taxes (19.42%)

bedroom apartment- Two bedroom apartments provide, two bedrooms, two

BAC 6182 Business Internship Manual

Other Lodging Properties:

Hotel Empire International- Koramangala

Hotel Empire International-Koramangala has a multi-cuisine restaurant, managed

Hotel Empire- Central Street

BAC 6182 Business Internship Manual

Sales and Marketing (Sales Calls) :

o Co-ordinate with the housekeeping about

Check the bills generated and payments

Layout of the Lounge

BAC 6182 Business Internship Manual

Hierarchy of the Section

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

Learnings & Observations

First Name, Last Name.

Following details to be completed:

BAC 6182 Business Internship Manual

Learnings from processes & procedures of reservation handling at

Guest name, address and telephone number

2. Determining the room availability:

Search for the reservation on the PMS.

Phone should be answered within three rings.

2. How to answer an external call?

Dos and Donts:

Establish eye contact while speaking to the guest.

Learnings and observations:

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual

BAC 6182 Business Internship Manual