SUMMER INTERNSHIP REPORTON 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 LeelaGoa Beach Resort, is an original work done by me under the
guidance of the HR Manager, The Leela Goa Beach Resortand has not been
previously formed or submitted to any institution or university for the award of any
degree/ diploma earlier.

NAMESIGNATURE
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.
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8
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13
14
15

PARTICULARS
Executive Summary
Objective
Introduction to Hotel Industry
Indian Hotel Industry
Classification of Hotel Industry
Company Information
Company motto
Vision, Mission
Marketing Partners
Company Values
The Leela Goa
Products, Services
Swot Analysis
Organizational Structure
Different departments

PAGE NO.

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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,
MoborCavellosim, 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 alimited 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 rooms 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 buttourist attractions in themselves.
Exquisitely designed and decorated, meticulously preserved, high standards of service and
ethniccultural 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 densewilderness 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 croreLeela 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 LeelaKovalam Beach, Kerala (2005)
The LeelaKempinski, 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

AtithiDevoBhava- The Guest is God

In ancient India there were monks (sadhus) who travelled extensively

a c r o s s t h e c o u n t r y. D u r i n g h i s t r a v e l , a s a d h u w o u l d s e e k s h e l t e r a t a n y
place he wished. The host would welcome him, feed him and make him
c o m f o r t a b l e f o r a s l o n g a s h e s t a y e d . T h a t w a s a n c i e n t I n d i a n h o s p i t a l i t y.
Where the guest was no less than god- he still is for The Leela.

LEELA VISION
Innovation
Excellence
Perfection
These are three pillars on which The Leela group has built its reputation. The y also
represent three facets of modern India. World class technolog y, great tradition
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. Companys 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 worlds
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 Indias temple traditions and a six hundred year long Portuguese heritage, The
LeelaKempinski 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
o
o
o
o
o

Lagoon Terrace 94
Conservatory Premiere 66
Lagoon Suite 21
Lagoon Deluxe Suite 5
Royal Villa 4
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 Bar
o 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
o
o
o
o
o
o

Apranta Ballroom
Hampi Conference room
Badami Board room
Bidar Board room
High speed internetaccess
Secretarial services
Photocopier

GUESTROOM AMENITIES
o
o
o
o
o
o
o
o
o

Mini bar offering a selection of drinks and snacks

Individually controlled air conditioning
Satellite TV
DVD player
IDD telephone
Electronic safe
Coffee and tea making facility
Complimentary toiletries
Wi-Fi high speed Internet

SERVICES
GUESTROOM SERVICES
o 24 hour in-room dining
o Laundry and
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o
o
o
o

dry cleaning
Concierge services
Wake up call service
Doctor/Nurse on call

THE CLUB SERVICES

o Private check-in and check-out in the suites
o The Club Lounge
o Private lap pool
o Personal butler
o Designated beach area
o Complimentary mini-bar
o Refreshments and High Tea
RECREATIONAL FACILITIES:
o Spa and Beauty Salon
o Yoga and Meditation
o Kid's Swimming Pool
o Swimming Pool
o Golf - 12 Hole Par
o 3 golf course
o Tennis- 3 Floodlit Tennis Courts
o Badminton
o Croquet
o Children's ActivityCentre Just Kids
o Sightseeing Tours
o Cycling
o Archery
o gymnasium
SPECIAL FEATURES
o Boutique and
o Shopping arcade
o Foreign exchange
o Car Rental (car with Driver)
o Florist
o Airport transfer
o Taxi service
o Baby sitting
o Daily newspaper
o Laundry
o Mail and information desk

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o Photo processing

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

Promotion
The 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.

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

Segmentation
The hotels are segmented as:
Luxury hotels
Leisure hotels.
They follow:
Geographicalsegmentation:
Hotels are located near the beaches, in heart of the city and the palaces.
The guests which come to Leela are seasonal
April to September domestic guests
October to March international guests
Behavioral segmentation

Target
The target market is:
Business class people
Upper class people
tourists

Positioning
They 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 Vijaynagardynesty to give the guests a feel of
palace. The names for the banquet and conference room are also derived from this
Vijaynagardynesty.
Alliance: :
Hotels have marketing alliances with Germany basedKempinskiHotels, the oldest luxury
hotel group ,US-based Preferred Hotel Group andare 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 & offseason.

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:

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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.

ORGANISATIONAL STRUCTURE
GENERAL
MANAGER
RESIDENT
MANAGER

Mgr. GENERAL
AFFAIRS & PA TO
GM
DIRECTOR
SECURITY &
LIAISON

CHIEF
ENGIN
EER

CLUB
MANAG
ER

SPA
MANAGE
R

HORTI
MANAG
ER

Dy. C.E/
Eng.
EXECUT
IVE

SPA/WA
TER
SPORTS
EXECUT
IVE

Exec.
HOUSEK
EEPER

LAUN
DRY
MANA
GER

FRONT
OFFICE
MANAGE
R

F&B
MANA
GER

Exec.
CHEF

Dy.
FINANC
E
CONTR

HR
MANA
GER

Asst.
Mgrs.
F.O
/RESER
VATION

Asst.
Mgrs. &
STEWD
G

SOUS
CHEFS,
KIT.EX
EC&
STEWD

FIN,
PUR,
EDP,
STORE,
LAS
VEGAS

HR &
TRAINI
NG

TRANS
PORT
MANA
GER

Asst.
Mgr.
H.K /H.K
Exec

STAFF
GUESTS

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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 hiredby 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

HR MANAGER

Asst.HR
MANAGER
HR SUPERVISORS

HR
COORDINATOR

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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PURCHASE & RECEIVING DEPARTMENT STRUCTURE

Purchase
Manager
Purchase
Secretary

Dpty. Purchase
Manager

Purchase
Executive
Purchase
Assistant

Receiving
Executive
Purchase
Driver

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
CFS (Time Attendence)

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SYSTEMS DEPARTMENT STRUCTURE

IT MANAGER

IT EXECUTIVE

IT SUPERVISOR
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, airconditioning, 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 theres a complaint inform the concerned person
Ex: if theres a complaint of lights failure then itll go to the electrician.
Supervisorsduty is to inform the maintenance people about the complaint through
the message.
When the works 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
To put on the generators when there is power failure
To regularly check the water pumps

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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

CHIEF ENGINEER

Dpty. CHIEF
ENGINEER
ASSISTANT
MANAGER
ENGINEERING
EXECUTIVE

SHIFT SUPERVISOR

PLUMBER
ELECTRICI
AN

TV
TECHNICIA
N

A/C
TECHNICI
AN

BOILER
OPERATO
R

CARPENTE
R

STORES DEPARTMENT:

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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 suppliers 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

STORE MANAGER
2 SUPERVISORS
2 HELPERS

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SENIOR STORE
SUPERVISOR

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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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

DIRECTOR SALES AND

MARKETING
CONFERENCE
DEVELOPMENT MANAGER

ASSISTANT SALES
MANAGER

SALES EXECUTIVE

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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o
o
o
o
o
o
o
o

Asaian kitchen
Italian kitchen
Western kitchen (Continental, Arabic)
Cold Kitchen (Gardemanger)
Bakery & pastry
Bouchery
Sea food
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

Exec. Chef
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Exec. Sous
Chef

Pastry Chef

Sous Chef

Specialty

Chef

Chef De
Parties
Commis I

Commis II

Commis III

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
1 big coach

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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

ASSISTANT
TRANSPORT
MANAGER
EXECUTIVE

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TRANSPORT
SUPERVISOR

SENIOR
DRIVERS /
DRIVERS

VEHICLE
MECHANICS

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
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.
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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

Financial
Controller
Manager
Accounts
F&B Controller

F&B CONTROLS
SUPV.

Accounts
Executive

Accounts
Supervisor

General Cashier

Sr. / Accounts
Assistant

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