SUMMER INTERNSHIP REPORT ON THE LEELA GOA

A PROJECT REPORT SUBMITTED TO THE GOA UNIVERSITY IN THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF B.B.A

BY

SAWANT MILIND MANOHAR

Roll No: 32

Class: F.Y.B.B.A

From 11th April 2012

To 24th May 2012

Internal Guide Principal

YEAR 2011 - 2012

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DECLARATION

I MILIND SAWANT hereby declare that the project “Summer Internship Report on The Leela Goa Beach Resort”, is an original work done by me under the guidance of the HR Manager, The Leela Goa Beach Resort and has not been previously formed or submitted to any institution or university for the award of any degree/ diploma earlier.

NAME SIGNATURE

SAWANT MILIND

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CERTIFICATE

This is to certify that a project on

THE LEELA GOA BEACH RESORT, Mobor, Cavelossim, Goa “ORGANIZATION STUDY”

Has been successfully completed by

SAWANT MILIND MANOHAR

Studying in F.Y.B.B.A. During the Year 2011-2012. The Project Has Been Carried Out Under The Supervision Of The Internal Guide.

Internal Guide External Guide

Principal

Place: Panaji-Goa

Date: 09/07/2011

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ACKNOWLEDGEMENT

I humbly make use of this opportunity to thank all those who helped me for successful completion of my project work.

I would like to thank all my faculties for their support and guidance which helped me a lot to finish my project successfully.

I would like to thank Mr. Sharad Chodnecar (HR Manager, The Leela Goa) who gave me the opportunity to do my internship at such a lovely place and get a feel of corporate culture. I take this opportunity to thank him for being the guiding force throughout the project duration and providing me with all the help required in the successful completion of this project.

I am also thankful to all the Employees of The Leela Goa who gave their precious time and support during the entire internship program.

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TABLE OF CONTENTS

SR.NO. PARTICULARS PAGE NO.1 Executive Summary2 Objective3 Introduction to Hotel Industry4 Indian Hotel Industry5 Classification of Hotel Industry6 Company Information7 Company motto8 Vision, Mission9 Marketing Partners10 Company Values11 The Leela Goa12 Products, Services13 Swot Analysis14 Organizational Structure15 Different departments

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OBJECTIVE

The objective of the study at The Leela Goa was

To do a detailed study of the various departments in the organization To get the practical exposure of the functional departments in the organization To learn about the various departments and its function and operations

EXECUTIVE SUMMERY

The Leela Goa was incorporated in 1990. The company is registered under the certification of ISO 14000 and ISO 22000 and is in the hospitality industry providing world class facilities and services to the guests. The resort with the 75 acre landscaped garden is sprawled between the river Sal and the Arabian sea. It entered into the business with the alliances of the Kempinski group of hotels, Preferred Hotels and is the member of the of Global Hotel Alliance.

The study process was carried out to do a organizational study of The Leela Beach Resort, Mobor Cavellosim, Goa. The need of this project was to understand the function of the various departments. To study the functioning of the department, the method used for the primary data collection was interaction with the head of the departments, and working with the other members in the department. The data consequently collected was scrutinized and sub alienated into the foremost objective of the department functions and the process. Leaflets and internal magazines were used as the instrument for the secondary data.

INTRODUCTION TO HOTEL INDUSTRY

One of the fastest growing sectors of the economy is the hotel industry. It is the existing and the fastest growing sector offering unlimited opportunities. The hotel industry is diverse enough for people from different fields to work at same place.

The concept of hotels is rather old. It takes back to 6 century B.C. where ventures of husbands and wives of that age introduced the concept of hotels on a small scale basis. These units were called ‘inn’. Here the wife and the daughter looked after the food and entertainment of the guest while the husbands did the financial and running about jobs. Huge hall was provided to the traveler where he could make his own bed and rest. Inns prevailed for a few hundred years. The change in this industry began to occur when industrial revolution took place in England and gave birth to new ideas, in the advent of Inn keeping, more so the development in means of communication systems gave this industry a boost.

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INDIAN HOTEL INDUSTRY

The concept of travel and halting on the way is not all together a new idea for Indians. In the 16th and 17 centuries also there existed innumerable number of dharmashalas, sarais (inns) and taverns in India. The credit of introducing the modern hotels in India goes to the British. About 80 to 90 years ago they launched the hotel projects in India for their own use.

Over the last decade and half the rush to India for business opportunities has intensified and elevated room rates and occupancy levels in India. Even budget hotels are charging USD 250 per day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific.

CLASSIFICATION OF HOTEL INDUSTRY

Hotel industry is classified on the basis of Standards and Nature of the hotel.

Classification on the basis of Standards:

Five Star Hotels: - The most luxurious and conveniently located hotels are grouped under Five Star Deluxe Hotel categories. Five Star Deluxe hotels in India are globally competitive in the quality of service provided, facilities offered and accommodation option. These are top of the line hotels located mostly in big cities. These hotels provide all the modern facilities for accommodation and recreation matching international standards in hospitality.

Four Star Hotels: - A rung below five star hotels are Four Star Hotels, these hotels provide all the modern amenities to the travelers with a limited budget. Quality of services is almost as high as the five stars and above categories. These kinds of hotels are there for the travelers with limited budget or for the places which might not get the tourist traffic associated with larger cities.

Three Star Hotels: - These are mainly economy class hotels located in the bigger and smaller cities and catering to the needs of budget travelers. Lesser in amenities and facilities, these hotels are value for money and gives good accommodation and related services on the reduced price but sufficient to fulfill customer basic needs.

Two Star Hotels: - These hotels are most available in the small cities and in particular areas of larger cities. Catering to the backpacker tourist traffic, these hotels provide all the basic facilities needed for general accommodation and offers lowest prices.

One Star Hotels: - The hotels with most basic facilities, small number of room’s locations in the far-flung areas are grouped under One Star Hotel category. These hotels are best when customer is looking for cheapest available accommodation option.

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Classification on the basis of Nature:

Heritage Hotels: - Heritage hotels are best if one is looking for sheer elegance, luxury and loyal treatment. They are not just another accommodation options but tourist attractions in themselves. Exquisitely designed and decorated, meticulously preserved, high standards of service and ethnic cultural motifs helps the tourists get the complete experience of an India.

Beach Resorts Hotels: - these hotels are located near to the coastline offering an amazing array of beaches, some popular, some not so well known. Thus location of resort is the basic point of attraction for tourists.

Wild Resorts Hotels: - A wildlife tour is incomplete if one does not actually live in a forest for a few days. It means living in a rest house or a tent the midst of the dense wilderness and waking up to the twittering of birds.

Government Approved Hotels: - These are the hotels, which might not have applied for star categorization or small enough to find them in the list. Many of the wildlife resorts, lodges and hostels are government approved providing a minimum level of accommodation facilities at far off places.

Residential Hotels: - The residential hotels work as apartment house. Often we call them apartment hotels. The hotels charge rent on monthly, half – yearly, or yearly basis. They are generally located in big cities and towns where no meals are served to the customers. Initially, the residential hotels were developed in the USA. The services offered here are comparable to an average well managed home.

Commercial Hotels: - The commercial hotels are meant for the people who visit a place of trade and commerce or business purposes and therefore these hotels are found located at the commercial or industrial centers. They focus their attention on individual travelers and are generally run by owners.

Floating Hotels: - The floating hotels are located on the water surface. The places are sea, river, and lake. These hotels provide with all the facilities and services made available in a good hotel. In the leading tourist generating countries of the world we find the practice of using old luxury ships as floating hotels.

COMPANY INFORMATION

INTRODUCTION

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Founded in 1957 by Capt. C.P. Krishnan Nair, the Rs.450 crore Leela Group is engaged in the business of ready-made garments and luxury hotels and resorts. He started his business by establishing a Leela Lace Ltd. a textile company in 1957. He is the inventor of the Bleeding Madras fabric which was very popular in 1960s. he is the founder – chairman of the Leela group of hotels established in 1986. He is being awarded with the Padma Bhushan Award given by the Government of India.

THE LEELA PALACES, HOTELS AND RESORTS

The Leela Group of Hotels is one of the key players in the growing luxury hotels segment in India. The Leela Group owns 7 existing five star deluxe properties and 4 upcoming properties. All these properties are located in the premium locations spread across India. It is one of the well-recognized brands having alliances with Kempinski Group of Hotels, Preferred Hotel Group and the Global Hotel Alliance.

The Leela Palaces, Hotels and Resorts is owned and operated by Hotel Leela venture Ltd. headquartered in Mumbai. The luxury hotel group manages seven award-winning hotels in India which includes prime urban locations in Bangalore, Gurgaon, Mumbai, New Delhi and magical holiday escapes in Goa, Kovalam and Udaipur. Properties under development will open soon in Chennai followed by Agra, Jaipur and Ashtamudi, Kerala. The Leela Palaces, Hotels and Resorts is dedicated to extending warm, gracious, anticipatory service in settings that ideally capture the essence of India. The group has marketing alliances with Germany-based, US-based Preferred Hotel Group and is a member of Global Hotel Alliance based in Switzerland.

HOTELS OWNED BY LEELA GROUP

OPERATIONAL PROPERTIES:

The Leela Mumbai (1986) The Leela Goa (1990) The Leela Palace Bangalore (2001) The Leela Kovalam Beach, Kerala (2005) The Leela Kempinski, Gurgaon N.C.R. (2009) The Leela Palace Udaipur (2009) The Leela Palace New Delhi (2011)

PROPERTIES UNDER CONSTRUCTION:

The Leela Palace Chennai The Leela, Agra The Leela Lake, Ashtamudi

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The Leela Palace, Jaipur

LEELA MOTTO

“Atithi Devo Bhava- The Guest is God”

In anc i en t I nd i a t he r e we re monks ( s adhus ) who t r ave l l ed ex t ens ive ly

ac ro s s t he coun t ry . Dur ing h i s t r ave l , a s adhu wou ld s eek she l t e r a t any

p l ace he w i shed . The hos t wou ld we l come h im , f e ed h im and make h im

comfo r t ab l e fo r a s l ong a s he s t ayed . Tha t was anc i en t I nd i an hosp i t a l i t y .

Whe re t he gues t was no l e s s t han god - he s t i l l i s f o r The Lee l a .

LEELA VISION

Innovation Excellence Perfection

These are three pil lars on which The Leela group has buil t i ts reputation. They also represent three facets of modern India. World class technology, great tradit ion enriched over centuries and the obsessive desire to be hospitable to global travellers.

But beyond this is a simple fact: We love and enjoy people . It is this that has made The Leela what we are today and must inspire us in the years to come.

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THE LEELA MISSION

To sustain and surpass excellence in service, ambience and performance hall marks that distinguishes The Leela Group. . The strategic locations, individuality, architectural aesthetics, lush greens and the intrinsic Indian culture holds true for every Leela property. Reflecting thereby ‘The Essence of India’.

Our focused operating philosophy is personalized service and comprehensive logistic support. We ensure that our esteemed clients, devote their time to the sole purpose of their stay - to conduct business and relax in the most conducive environment.

MARKETING PARTNERS

Kempinski Hotels & Resorts

Kempinski Hotels & Resorts is the oldest luxury hotel group in the world. Their first property was acquired in 1897. The group was founded in Germany. Properties situated in Europe, Middle East, Africa, South America and Asia. In 1985 Lufthansa bought Major shares in Kempinski, enabling this German Hotel group to operate hotels abroad. Company’s head office was established in Geneva, Switzerland. In 1995 Mr. Reto Wittwer was appointed President and C.E.O of the Group.

Preferred Hotels & Resorts

The Leela Palaces, Hotels and Resorts signed a sales and marketing agreement with US based Preferred Hotel Group effective from June 1, 2008. Preferred Hotel Group is headquartered in Chicago and is a global leader in the hospitality industry providing reservations, sales and marketing services to more than 600 independent hotels and resorts in over 65 countries.

Global hotel Alliance

The Leela Palaces, Hotels and resorts, has joined the Global Hotel Alliance (GHA), the world’s largest alliance of independent luxury hotel brands. The GHA, formed in 2004, partners hospitality groups Kempinski, Omni, Pan and Pacific, and comprises a 190 upscale, luxury hotels and resorts, each brand a key player in their region of operation. From January 1, 2007, the Asian Hotels Alliance (AHA) has merged with GHA, immediately bringing Dusit Hotels & Resorts, Landis Hotels & Resorts and Marco Polo Hotels as new members of GHA.

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COMPANY VALUES

CUSTOMER SATISFACTION

In the profession of hospitality, to serve the customer well and exceed their expectations is the sole purpose of existence which is done through total commitment and team work from each and every individual in The Leela which will cut across departmental limitations.

PEOPLE

There is a need treat each other with respect and care and build an environment that fosters growth rather than sap our energy. People from the organization should recognize this truth and strive to practice it. The leadership is committed to not only employee welfare but also to create a work culture that is challenging and rewarding.

PRODUCT QUALITY

Whatever we do needs to be measured on the scale of quality. Quality is a way of life. It is fundamental for success in all things we do and The Leela is proud to contribute to the product quality.

COST CONTROL

A penny saved is a penny earned. Costs that are unnecessary and avoidable, that do not contribute to product quality or service standards need to be eliminated. Need to be cost conscious and alert to losses and frivolous expenses will keep the company trim and fighting fit.

PROFITABILITY

For The Leela profitability is an attitude. It is the approach towards work that finally decides our efficiency. We need to constantly ask ourselves “Does this actively have a net positive result and is it cost effective”. Profitability indicates our competitiveness in the market and our ability to sustain high growth rates.

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THE LEELA GOA

Situated on the Arabian Sea and bordered by the river Sal, The Leela, Goa set amidst landscaped gardens, is an idyllic 75 acre resort, just 50 minutes by air from Mumbai and a scenic 45 minute drive through verdant coconut groves.

Goa offers visitors a cultural experience that Indian, coupled with its unique “Goan spirit” derived from a history of Portuguese rule that spans more than 450 years. The perfect blend of South India’s temple traditions and a six hundred year long Portuguese heritage, The Leela Kempinski Goa is one of the most enhancing luxury beach resorts in India.

Being a luxury resort means that The Leela Goa offers you a choice 206 rooms, suites and villas, as well as a host of dining options and leisure activities. Addition to this is a well-equipped conference facilities and hence a perfect destination for a company conference. The hotel is registered under the ISO 22000 (Food and Safety Management System) and is also registered under the Haccp (Hazard analysis Crytical Control Point) under ISO 22000. It is also registered under the ISO 14000 (Waste Segregation Resource Management).

PRODUCTS:

LUXURY ROOMS o Total Rooms: 206

Room categories

o Lagoon Terrace – 94

o Conservatory Premiere – 66

o Lagoon Suite – 21

o Lagoon Deluxe Suite – 5

o Royal Villa – 4

o Presidential Villas – 1

The Club Suites

o Pool Suite – 6

o Club Suite – 9

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Restaurents and Bar: o The Restaurant - overlooking the swimming pool and garden and offers contemporary

continental and Asian cuisine.o The Riverside – located at the riverside giving the panoramic views of river Sal and

offers contemporary Italian cuisine and local fresh sea food.o Jamavar – located adjacent to The Restaurent and overlooking to the pool with the

concept of formal and elegant ambiance serving an extensive variety of authentic Indian cuisine.

o Susegado – a seasonal restaurant located on the beach provides a breathtaking view of the Arabian Sea and offers a variety of local fresh seafood, snacks and salads.

o The Pool Baro The Yali Lounge – located at the lobby opposite to the reception area overlooking the

gardens which offers a variety of cocktails, refreshments and snacks.o Aqua – entertainment lounge located in the lower lobby providing facilities like

discotheque, pool table, table tennis, bar etc.

Meeting Room and Banquet Facility o Apranta Ballroom

o Hampi Conference room

o Badami Board room

o Bidar Board room

o High speed internet access

o Secretarial services

o Photocopier

GUESTROOM AMENITIES o Mini bar offering a selection of drinks and snackso Individually controlled air conditioningo Satellite TVo DVD playero IDD telephoneo Electronic safeo Coffee and tea making facilityo Complimentary toiletrieso Wi-Fi high speed Internet

SERVICES

GUESTROOM SERVICES o 24 hour in-room dining

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o Laundry ando dry cleaningo Concierge serviceso Wake up call serviceo Doctor/Nurse on call

THE CLUB SERVICES o Private check-in and check-out in the suiteso The Club Loungeo Private lap poolo Personal butlero Designated beach areao Complimentary mini-baro Refreshments and High Tea

RECREATIONAL FACILITIES :o Spa and Beauty Salono Yoga and Meditationo Kid's Swimming Poolo Swimming Poolo Golf - 12 Hole Paro 3 golf courseo Tennis- 3 Floodlit Tennis Courtso Badmintono Croqueto Children's Activity Centre – Just Kidso Sightseeing Tourso Cyclingo Archery o gymnasium

SPECIAL FEATURES o Boutique ando Shopping arcadeo Foreign exchangeo Car Rental (car with Driver)o Floristo Airport transfero Taxi serviceo Baby sittingo Daily newspapero Laundry

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o Mail and information desko Photo processing

PriceSince this are the luxury hotels, rates of the packages are set as per the standards of the hotels.

PromotionThe Leela uses both direct and indirect channels for promotion.Direct ways of promotion used by the organization are different magazines, news paper articles, radio campaigning road shows, bill boards.Indirect promotion is done through the travel agents, since most of the guests which come to The Leela Hotel comes through travel agents.

PlaceThe resorts are located near the beaches, heart of the city and acquired palaces.

SegmentationThe hotels are segmented as:

Luxury hotels Leisure hotels.

They follow:Geographical segmentation:Hotels are located near the beaches, in heart of the city and the palaces.The guests which come to Leela are seasonalApril to September – domestic guestsOctober to March – international guests

Behavioral segmentation TargetThe target market is:

Business class people Upper class people tourists

PositioningThey have positioned Leela as a pure luxury

Competitors Park Hyatt Taj Exotica Taj Holiday Village Goa Marriot

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SWOT ANALYSIS

STRENGTH Location:

The resort is sprawled between the Arabian sea and the river Sal. Landscaping:

The Leela Goa is landscaped with over 3 lakh trees spread over 75 acre resort. It is certified as a nature reserve.

Architecture:The architecture is inspired from the Vijaynagar dynesty to give the guests a feel of palace. The names for the banquet and conference room are also derived from this Vijaynagar dynesty.

Alliance: :Hotels have marketing alliances with Germany based Kempinski Hotels, the oldest luxury hotel group ,US-based Preferred Hotel Group and are members of Global Hotel Alliance based in Geneva, Switzerland.

WEAKNESS Absence in the international market:

Leela group of hotels operates only in India so there is a less awareness in the international market about the group.

Other categories of hotel segment is left untouched:The Leela Group operates only as a luxury hotels chain, so the revenue which can be earned from the other segment remains untouched.

OPPORTUNITIES Presence in international market:

Opening up some hotels in the international market would give it a opportunity to become a international brand along with a huge sum of foreign revenue.

Explore in other categories of hotels:Opening up the other categories of hotels other than luxury hotel will make it as a acceptable brand by the all categories of guests.

More of local guests:As the majority of the guests which come to Leela are foreigners, it could revamp its policy and come up with lucarative offers for local clients both in the season & off-season.

THREATS Foreign Brands opening in Indian market:

Most of the international brands have started entering into the Indian market making the Indian market more competitive

Recession:Global recession is also a threat because most of the guests come from the foreign countries and it can reduce the number of tourists from the foreign countries.

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ORGANISATIONAL STRUCTURE

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GENERAL MANAGER

RESIDENT MANAGER Mgr. GENERAL

AFFAIRS & PA TO GM

DIRECTOR SECURITY & LIAISON

SPA MANAGER

CLUB MANAGE

R

LAUNDRY

MANAGER

Exec. CHEF

Dy. FINANCE CONTROL

LER

HR MANAGE

R

F & B MANAG

ER

FRONT OFFICE

MANAGER

Exec. HOUSEKEE

PER

CHIEF ENGINEE

R

TRANSPORT

MANAGER

SPA/WATER SPORTS

EXECUTIVE

Asst. Mgr. H.K /H.K

Exec

Asst. Mgrs.

F.O /RESERVATION Mgr

Asst. Mgrs. & STEWDG

SOUS CHEFS,KIT.EXEC & STEWDG

FIN, PUR, EDP,

STORE, LAS

VEGAS

HR & TRAININ

G

Dy. C.E/ Eng.

EXECUTIVE

HORTI MANAGE

R

GUESTS

STAFF

Different departments at The Leela Goa

There many different departments which are functioning in the traditional and executive levels at the management of the hotel. These departments have diverse responsibilities headed by a person in charge of the entire operations undertaken within the department. He may be a manager / supervisor of the respective department.

HUMAN RESOURCE DEPARTMENT

Every organization needs its stack of manpower to carry out its day-to-day operations. No establishment can operate without people being involved in it. The main objective of this department is to meet the organizational needs of the company it represents and the needs of the people hired by that company for running its operations. HR department is responsible for all activities concerning to the employees of an organization.

Some of the important responsibilities to be carried out by the HR Department include

HUMAN RESOURCE MANAGER:

Manpower Planning Recruitment Training (Internal & External) Annual Appraisals Wage and salary administration Career Development and Succession Planning To conduct exit interviews Dealing with Government Office like PF, ESI, Labour Commissioner etc. Reporting and coordinating with the General Manager in all related matters

HUMAN RESOURCE SUPERVISOR:

Supervisor is responsible to ensure that all day to day Human Resources functions relating to statutory compliances and staff welfare are carried out smoothly and effectively.

Organizing interviews / Call letters / Joining Reports / Uniforms / Lockers etc. Maintaining personnel files and subject files, Job applications etc. Processing of Voucher Payments of Staff & Executives and keeping track of the same

and also clearances. Organizing of swipe cards, name tags etc. To assist and keep track of contract labourers and process bills To make aware the new joiners about the HR policies

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HUMAN RESOURCE DEPARTMENT

PURCHASE AND RECEIVING DEPARTMENT

PURCHASE

Purchase is about procuring products in large quantities for the stores catering to various department needs. The objective of this department is to provide high quality of products with low cost and timely delivery of material with highest customer satisfaction. In this, various operational tools bridge the relationship between the purchase department and stores, fulfilling the requisites of all the perishable commodities from the local markets.

RECEIVING

The receiving department is a department which receives / accepts any material ordered for any organization / hotel.

The receiving department is responsible for ensuring that the hotel obtains the quantity of goods ordered, at the agreed price, quantity and timely supply. All suppliers are instructed to deliver all goods ordered to the designated Receiving department.

The objective of this department is to receive quality materials from the specified suppliers, as per the requirements, specifications and other guidelines laid by the company.

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HR MANAGER

Asst.HR MANAGER

HR SUPERVISORS

HR COORDINATOR

PURCHASE & RECEIVING DEPARTMENT STRUCTURE

SYSTEMS DEPARTMENT

The Leela Ventures provides its users with computerized systems, tools and information to enable the user to perform job duties in an efficient and secure manner.

The capability of Information Technology has expanded to an extent that practically all activities we undertake are in all or some part related to it. When used properly, these capabilities can greatly enhance our performance and our ability to do business more efficiently & effectively. However it is also fraught with dangers and difficulties. Along with the power of Information Technology comes the significant responsibility of its proper use.

Responsibilities and Duties of Systems Department:

To maintain all pcs and servers Renewing the contracts To cross check night audit activities and if any problem reported Assets movement from one location to another and update in Asset Register To check lease line / internet connectivity every 3 hours During the day providing daily backup to: Opera Micros Alif / MMS / TritonZX

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Purchase Manager

Dpty. Purchase Manager

Purchase Executive

Purchase Driver

Purchase Secretary

Receiving ExecutivePurchase Assistant

CFS (Time Attendence)

SYSTEMS DEPARTMENT STRUCTURE

MAINTENANCE (ENGINEERING)

This department provides on the day-to-day basis the utility services, electricity, hot water steams, air-conditioning and other services and is responsible for repair and maintenance of the equipment, furniture and fixtures in the hotel.

The engineering department has an important role in satisfying the guest- demand and helping to maintain the profit level of the hotel. They look after the maintenance of the TV, air-conditioning, water supply, electricity supply, steam boilers, carpentry, painting, etc. while the maintenance of many of these systems/ equipment may be contracted to outside agencies such as the supplier.

Responsibilities and Duties of Engineering Department:

To check the log book for the guest complaints To check for the complaints on the Triton console. If there’s a complaint inform the concerned person

Ex: if there’s a complaint of lights failure then it’ll go to the electrician. Supervisor’s duty is to inform the maintenance people about the complaint

through the message. When the work’s done maintenance people should inform the supervisor so that

he can close the complaint Writing down the daily consumption of Boilers, A/Cs, generators, water and to record the

units of consumption

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IT MANAGER

IT EXECUTIVE

IT SUPERVISOR

To put on the generators when there is power failure To regularly check the water pumps To put on the central A/Cs To put on the steam boiler To look after the maintenance of the whole hotel Repairing, replacement, installation and maintenance of the property

ENGINEERING DEPARTMENT STRUCTURE

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CHIEF ENGINEER

Dpty. CHIEF ENGINEER

ASSISTANT MANAGER

ENGINEERING EXECUTIVE

SHIFT SUPERVISOR

TV TECHNICIAN

PLUMBERELECTRICIAN A/C TECHNICIAN

BOILER OPERATOR

CARPENTER

STORES DEPARTMENT:

Stores Department is responsible for insuring timely availability of right quality of materials. The objective of this department is to serve the internal guests by storing the best quality products and issuing it in a most hygienic manner. Our endeavor is to maintain the product availability at any point of time with the help of specified criteria.

Different stores for different items

Food Store- in this store only food items are stored. Bouchery store- in this store all the cold items are stored. Cold items like fish, meat, etc. Alcoholic Beverage Store- only liquor items are stored in this store. Non-alcoholic beverage store- this store is used for storing mineral water bottles, soft

drink cans, soft drinks bottles, etc. Engineering store- this store belongs to the engineering department and is used for

storing all engineering items like bulb, nut bolts, wires fans, etc. General store- in this store all general items like printing, stationary, cleaning & supplies

i.e. mobs, brushes etc. are stored. Room guest supplier’s store- all the items which are required in the guest room are stored

in this store items like napkins, face tissues, soaps, etc. are stored. Linen store- in this store all the linen items like bed sheets, towels, door mats, bath robes,

etc. are stored. Crockery, cutlery, glassware store- in this store all the crockery, cutlery, glassware items

are stored

Responsibilities and duties of Stores Department:

Maintaining past stock Storing items in the right temperature as per the requirement Maintaining a clean environment for storing the items Maintaining the re-order level Giving the consumption (expenses incurred) to finance department to create MIS report

STORES DEPARTMENT STRUCTURE

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SALES AND MARKETING

Marketing is the study and management of the exchange process. It involves the things that the property will do to select a target market and stimulate or alter that market demand for the property services. It consists with research, action, strategies advertising, publicity, & sales and promotion. Sales consist of direct efforts to sell the property by personal sales, calls, telecommunication & mailings.

A sales department is particularly very essential in large hotels and those with convention and banquet facilities. The General manger participates actively in this area for and basic reason. First sales and their development is a long-range activity of the hotel and the second sales policy of the hotel interwoven with the image of the hotel has in the eyes of public and GM wishes to enhance that images. This department may have Sales. Manager who assists the GM on sales calls. The GM and Sales Manager prepare a budget for the year sale of rooms and the conference

hall. They try and achieve the budget by the end of the year. This is done with a lot of planning and research. This would be achieved by a contract with one or more travel agents in and outside the town. And for selling the conference hall the sales team should contact various companies and other business firms.

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STORE MANAGER

SENIOR STORE SUPERVISOR

2 HELPERS

2 SUPERVISORS

The main function of this department, be in terms of rooms, food, beverages, clubs, restaurants, spa etc. Usually the tools adopted by the department to make the guests accustomed to different services and offerings in the hotels are as by (1) Correspondence (2) Personal contact (3) mailings (4) Fax etc.

Duties and Responsibilities

is to increase the sales volumes of the different services offered in the hotel Handling travel and trades To look after the travel agents Conduct a market audit Formulation of new schemes and niche offerings Selection of profitable market segments Looking after the sales of banquet and conferences

SALES AND MARKETING DEPARTMENT STRUCTURE

PRODUCTION DEPARTMENT

Food production department deals with the preparations of food items. It is basically engaged in preparing those dishes which are ordered by the guest. Different variety of cuisines like Indian,

Continental, Mexican, Chinese, Goan etc. are available for the guests. Different chefs are appointed each specialized for each cuisine.

The different types of kitchens in The Leela Goa are

o Indian kitchen

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DIRECTOR SALES AND MARKETING

ASSISTANT SALES MANAGER CONFERENCE DEVELOPMENT MANAGER

SALES EXECUTIVE

o Asaian kitchen

o Italian kitchen

o Western kitchen (Continental, Arabic)

o Cold Kitchen (Gardemanger)

o Bakery & pastry

o Bouchery

o Sea food

o Cafeteria

DUTIES AND RESPONSIBILITIES

To handle the whole kitchen To keep a check on the micros system for food orders To plan menus To set standards To meet the guests and find out what they would like to have To staff the kitchen properly To find good suppliers To keep a quality check To ensure that ISO standards are being maintained

PRODUCTION DEPARTMENT STRUCTURE

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TRANSPORT DEPARTMENT

Transport department looks after the arrival and the departure of the guests. They have to receive the guests from the airport and drop them back to the airport for departure. The main duty of this department is to arrange vehicles for the guests at the right time and right place, arranging the vehicles for the guests for sight-seeing. They also have to arrange the vehicles for the administration department.

The different vehicles available for the guests are

8 BMWs (six 5 series & two 7 series)

4 Nissan X Trail

3 Nissan Teana

3 mercedez vans

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Exec. Chef

Exec. Sous Chef Pastry Chef Sous Chef Specialty Chef

Chef De Parties

Commis III

Commis II

Commis I

1 big coach

The vehicles available for the departments are

Mahindra Bolero

Swaraz Mazda coach

Tata Indica

Maruti van

Duties and Responsibilities

To pick up the guests from the airport To serve the guests with the face towel and water in the vehicle To drop the guests To drop the staffs, executives To look after the buggy To arrange the buggy for the guest to drop them to the room To look after the maintenance of the vehicles To hire the vehicles if needed

TRANSPORT DEPARTMENT STRUCTURE

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FINANCE DEPARTMENT

The finance department keeps track of all the business transactions which occur in the hotel. This department also looks after the accounts of the company. The Financial Controller is the head of the department. No organization can survive without a very strong financial support. The finance department is concerned with the cost control by the ways of reducing in investment, reduction in operating cost, control of food service cost, control of beverage cost, labour cost control, etc.

Finance department consists of 3 parts

Credit section

Income section

Payable section

Credit section

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ASSISTANT TRANSPORT MANAGER

TRANSPORT EXECUTIVE

TRANSPORT SUPERVISOR

SENIOR DRIVERS / DRIVERS

VEHICLE MECHANICS

Most of the guests in The Leela Goa come through travel agents and some guests come through charters so the agents are provided with 50 % credit facility. The bills of these guests are sent to the travel agents and then they make the payments. The agents have to pay the half amount in advance for booking the rooms.

Income section

This department looks after the income of the company. They have to keep a record of all the income transactions taking place in the company.

Payable section

Payable section looks after all the payments of the company.

DUTIES AND RESPONSIBILITIES

Fixed Assets at units Cost control at units Daily Banking Updation of foreign exchange rate Inter unit reconciliation Financial MIS report Department cash imprest Bank reconciliation IOU

FINANCE DEPARTMENT STRUCTURE

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Financial Controller

Manager Accounts

F&B Controller General CashierAccounts Executive

Accounts Supervisor Sr. / Accounts AssistantF&B CONTROLS SUPV.