ABSTRACT

This training is the study of the functional management of the HOTEL IMPHAL. The Manager and the Head of each section of the hotel are selected for the collection of the information and the data.

The information collected are almost all the functions of the section. The material required for the proper functioning of the section and all the book to be maintained in each are collected as a formatted one. These informations are collected for analysis of Hotels facilities and if there is lack of good facilities then it is to make upgrade and improve.

From the analysis of the information that had been collected on behave of the functional management and materials required, we can make the findings and suggestions. Suggestion is given in order to improve the hotel with modern facilities. Suggestion are made to improved what the employee want to improve on their section for smooth running of the hotel.

INTRODUCTION OF THE STUDY:

In the north eastern corner of India the wonderly little Shangri-La called MANIPUR is shining with enormous beauty of nature. It is just like a little paradise on the earth where Mother Nature has been extra generous in bounty. The nature has provided a lot beauty that attracts the tourist toward itself. With the coming of 21st century it has been discovered the great tourist place. An oval shaped valley surrounded by glue green hills rich in art tradition has inspired description such as the Switzerland of the east with its cascading rapid, trapping rivers, carpets of flowers, exotic blooms and lazy lakes. Manipur being a tourist place a lot of tourism is department of Manipur has organized HOTEL IMPHAL. It is a collaboration of tourist department of Manipur. It is run by government of Manipur for the well fare of Manipur and the tourist and the guest. Among the tourist place of Manipur some of them are Lotak Lake, sadu chiru waterfall, Siroi Lilly, Dzuko Valley, Khonghampat Orchidarium, Leikoi pat.

INTRODUCTION TO THE HOTEL

HOTEL IMPHAL is 2-star hotel run by the government of Manipur. It is located in the Imphal city at the North A.O.C. point of Imphal . it was establish in april 1980. The foundation stone was laid by the Chief Minister of Manipur Shri R.K. DORENDRA SINGH on 14th November 1975 and inaugurated by the Chief Minister of Manipur on 26th January 1978. The aim the Hotel is to give good and comfort living top the guest came to stayed at the hotel. The guest are almost the tourist being Manipur a tourist place. It is collaborated with the Tourist department of Manipur also. FACILITIES:
In-campus restaurant facility

In-campus beauty parlor facility Area of 400*450 ft with good environment Telephone FAX Internet facilities Every Sunday a trip is organized by the management to visit the tourist place.

OBJECTIVES To find out the employye satisfaction regarding the welfare and safety measure provuied by the organisation. To study the functioning of each section . To study the working status of the employee toward the hotel. To study the appropriate facilities provided by the hotel for the employee as well as for the guest also. To study the veiw of the employee toward the guest. To give the suggesttion if any to improved the welfare and safety measure.

LIMITATION

The following are the limitation of the study

The executive were too busy to give the detailed information on limitation/drawbacks or the positive aspects of the recruitment and training programe.

The method of data collection was only through questionnaire, the respondent have no time for interview.

Only 14 days inplant training is not enough to study the hook and

corner of the hotel.

HOTEL OVERVIEW
HOTEL IMPHAL A UNIT OF MANIPUR TOURISM (A Government of Manipur undertaking Hotel)

HOME AWAY FROM HOME HOTEL IMPHAL INSURING YOU A HOMELY AND COMFORTABLE

HOTEL PROFILE
The HOTEL IMPHAL is certainly one of the top class 2 star hotels in Manipur. It suits as an ideal option to the travelers who wish for the best of lodging and food while traveling to the mesmerizing city of IMPHAL. Location Owner Year of establishment Foundation stone laid by : North A.O.C. point Manipur : Manipur government : April 1980 : Shri R.K. Dorendra Singh (CM Manipur on 14-11-75) Inaugurated by : Shri Yangmaso Shaiza (CM Manipur on 26-1178) C.E.O. Total no. of department Total no. of employees : B.B. Sharma : Six (6) : 60 (47 regular & 13 contract basis)

Total no. of room available : 64 Collaborating sector Area of the hotel campus Competeting hotels : Tourism : 400*450 feet : Hotel Nirmala, Hotel Anand Continental, Hotel Excellency, Hotel Bheigo, Hotel Prince, Name of current managers : KH. Gambhir Singh (Senior manager) A. Shyamachoron sharma (asst. manager)
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Accommodation in Hotel Imphal Manipur

Hotel Imphal ( 2 Star) run by the Tourism Department offers A/C and Non A/C rooms with modern facilities. Phone No. 220459/224354/223250/223723 STD Code Fax: 0385-224354, 221561 E-mail: manipur@x400.nicgw.nic.in State Guest House - Phone 221212

Types of room available

The heavily yet aesthetically decorated rooms at this hotel are classified into the following types: Special Educative Suite Educative suite Suite Deluxe room

The details are given in house keeping section

HOTEL OPERATION SECTION

The Hotel Imphal has the following section in performing hotel function: FRONT OFFICE SECTOR (RECEPTIONIST)

HOUSE-KEEPING SECTOR

FOOD AND BEVERAGE(RESTAURANT)

FOOD PRODUCTION(KITCHEN)

MAINTENANCE SECTION

ADMINISTRATION SECTION

Now we will discuss these different sections of hotel one by one in details. The different sections have their own function to run the hotel effectively more smoothly.

FRONT OFFICE SECTION:

Head of the section Receptionist No. of employee :Kim Thangjam :konsham Pramodini :8 employees

Front office section is the back bone of hotel. The hotel is depend on the reception or front office section, because all the guest coming to the hotel is first welcome by the receptionist and perform their duty to please the guest. To make the guest happy and please is to be done the receptionist. They are doing to please guest in their best level. They have to explain or broadcast a summary of the hotel and the facility available in hotel. First of all they are trying to take information of the guest and their thought about the hotel. They have to display about the room available in hotel. BOOK MAIMNTAIN BY FRONT OFFICE SECTION The books to be maintained are as follows: Reservation dairy Guest registration card Receipt book Active bill Arrival and departure book
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We will analyses the book to be maintain in details

Reservation dairy:

It is the record book use for booking of hotel room. All the information of booking is made through this book, name of the person through which the guest book the hotel and the information of the date of arrival and departure and the type of the room in which the guest is going to stay are all mention here. The Reservation diary consist of the following particulars: Name of guest Type of room Date of arrival Date of Departure Bookings

The date of departure is enter at the time of leaving the hotel this is taken for the secure of the hotel as well as the guest also. And the bookers name is that the person who is booking for the guest as in case the guest is foreigner or from the other state of India, so that they cannot come personally so they contact some person as bookers .
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Guest registration card:

It is the card of the guest with full information of the guest for secure ness of the guest as well as the hotel. This is issued with the signature of the guest. For each and every guest this guest registration card are made. It took the details of the guest like nationality, name, address, date of arrival, purpose of arrival and departure date ( to be fill at the time of leaving the hotel) This card has the following column

Guest Name Address Nationality

: : : Date of Departure

Date of Arrival : Signature

This guest registration card used for the secure purpose and provide for each and every guest. They are identifying the guest by this guest registration card. Guest registration card is very usefull to the guest as well as to the hotel also.

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Receipt book:

Receipt book are use for making overall bill of the hotel. For each and every bill a receipt is issued for each from the receipt book. The receipts are made for charge mention bellow: Particulars Toward charge for room rent/advance deposit Toward charge for food and Beverage / advance deposit Toward telephone Toward miscellaneous TOTAL Amount

It also took the record of advance deposit toward any charges. Receipt book is very much important for preparing the hotel bill. So the receipt is keep in proper place so that if the guest to see the receipt it is to be shown so that the guest has no confusion on his or her bill.

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Active bill:

Active bill is the record book of receipt book. All the information on receipt book are enter here. It is more safety than that of the receipt book in the sense that it is the collection if such receipt. It has seven column for seven days of a week. It took the details of fooding and logding everyday. Sunday Monday Tuesday Wednesday Thursday Friday Saturday The charges of the day are to be calculated in the following day to get the appropriate bill of the day. This is because the guest may use the restaurant or telephone till late night so it is better to calculated the bill the following day. They have to do billing in proper manner so that there may not arise miss billing that the guest may be disappointed on their work and they must take a lot of care on this matter.

Arrival and departure book:

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The details that have been taken in guest registration card are recorded with more appropriate in this arrival and departure book. It took the record of the guest with full information such as the purpose of visit to Manipur because the is almost the foreigner or from the other state of India, address of the guest, room number allotted to him, serial number i.e. the serial number of the guest registration card, total amount to be paid to the cash counter are all recorded in this arrival and departure book. It is shown to the guest if they want confirm and is almost shown at the time of leaving the hotel. This book is the last and final record book to be maintained in the front office or the receptionist. If unluckily something happen to the guest in this time they may inform to their family.

Opinion from receptionist:

The equipments used in the front office are not appropriate with day-today life style. The equipments are all out dated one they wanted to upgrade the equipments. Other are fulfill there is no miss understanding between the staff member. Only the equipments they wanted to upgrade.

HOUSE KEEPING SECTION:

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Senior house keeper House keeper Room mate No. employee

: Daina Devi : K. Bheigya singh : A. Devjani Devi : 11(8 are room boy)

About house keeping:

House keeping means the proper maintenance of house. It is the section that looks after the room of hotel so that the room is looking very neat and clean. The main function of this section is to the hotel neat and clean specially the room of the hotel. All the cleaning and maintenance are done by the room boy under the guidance of their senior. The house keeping is also playing a major role in attracting the guest by making the room good and pleasant enough and decorated in proper manner which will help to attract the guest. The main function of house keeper section is that cleaning and furnishing of the room. Cleaning and the furnishing is done not only the but also the each every corner of the hotel is also done.

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Cleaning:

The cleaning essential for each and every part of the hotel but took extra special to the room. To keep the hotel neat and clean it is necessary to the surrounding and environment of the hotel neat and clean first. Room cleaning is also done if the guest asked to do so. Kitchen, dinning room, conference hall are all clean and furnished by this section. Cleaning is done frequently in order to keep the hotel neat and clean. Cleaning is done from the upper part of the room and finish at the flour. After finishing the cleaning of room then bathroom are done in sequence.

Furnishing:

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Furnishing the room is necessary to look the room clean enough and beauty, making the bed in proper manner , the table, the chair, and each and every material of the is to keep in proper place and proper manner. The materials that are needed are provided by this section of the hotel. Needs of room: The material that are needed in the room are provided. They are

Linens Bed sheets Pillow cover Blanket Towel Jug Glass Ash tray Mug soap Bucket etc. Almost al the needs of a room are provided for the satisfaction of

guest. Making the guest satisfied is the duty, so they try to make guest satisfied. EQUIPMENTS
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The use full equipments that are use in cleaning the room are as follows Bloom Wave remover Carpet brush Mopher Spray The equipments has their own function, they are use when they are needed. Different equipment are use as they are needed.

INGREDIANT:

In cleaning the room different type of ingredient are used for different purpose. Some of the ingredient that are us in cleaning the hotel room are Harpic Vim bar Phenyl Room fresher Odonim Naphthalene ball

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Some of the ingredients are Amway products, some of the Amway product that uses are LOC (a cleaning solution) Persue (a disinfectant) See spray (a window cleaner) These equipment and ingredient are change periodically.

BOOK MAINTAINT BY HOUSE KEEPER

The house keeping section maintained three kinds of book namely Daily issue register laundry register stock register

Daily issue registers:

It is a register of record that is issued daily. Whether they provide are record in this register. The materials like soap, candles, mosquito coil, matches box etc. per day. It took all this record.

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Laundry registers:

It is the register that took the record of the clothes that are taken for washing with taking time and returning time after washing. It is done for secure ness from the loss of clothes. The clothes like towel, curtain, bed sheet, blanket, pillow cover etc. The expenditure of laundry is Rs. 4500 approx. per month. All the record of expenditure done are also made in this laundry register.

ROOM STATUS:

Hotel Imphal provide some different type of rooms for the welfare of the guest. They are

Special Educative Suite Educative suite Suite Deluxe room

Special Educative Suite

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 Air conditioning

Attached bathroom with hot and normal water

One large drawing room One double bed Hot and cold running water Channel music Telephone Television Free newspaper

Educative suite
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 Air conditioning

Attached bathroom with hot and normal water

One medium drawing room One double bed Hot and cold running water Telephone Television

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Suite

Air conditioning

Attached bathroom

One double bed One small drawing room Telephone Television

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Double deluxe room:

A simple and a normal double bed room, this room has tow double bed and no waiting room. The facilities are Two double bed Well equipped bathroom Telephone Water filter etc.

ROOM TARIFF PER DAY

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Sl. no

Type of room Special Educative

Facilities
Air conditioning, Attached baths, Hot and cold running water, Channel music, Telephone TelevisionFree newspaper

Room No. of tariff room per day Rs.4000 5

1.

Suite

2.

Educative Suite

Air conditioning, Attached baths, Hot and cold running water, Telephone, one double bed Rs.2000 8 Television, one medium waiting room

3.

Suit

Attached baths, Telephone, water filter, One double bed, small drawing room

Rs.1600 10

Attached baths, Telephone Two double bed, water filter

4.

Deluxe

Rs.600

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Note Remaining rooms are used for official works

Opinion of house keeper:

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The house keeper gives the following opinion toward the management of the hotel

They want to increase the number staff so that they performed the work more effectively. The furniture that they have are now out dated so they want to upgrade and increase the number. They want the up-to-date linens Want to increase the self confidence so that the hotel may run smoothly. Frequent group meeting among the members of each section for sharing the idea among themselves. Co-operation among co workers so that they can perform their duty more smooth.

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FOOD AND BEVARAGE SECTION:

Head of the section No. of employe :R.K. Sanayaima : 7 employee

Food and beverage is the maintenance of restaurant and the serving the restaurant. The restaurant of hotel Imphal is given the name of EMOINU RESTAURANT. All the input i.e. the raw materials to be used in the kitchen are done and other restaurant service is the main function of this section. All the raw-material to be used in kitchen are collected from the market and hand over to the kitchen. They provide all the necessary demanded by the kitchen. They provide Bed tea in the fast morning Break fast Lunch Snacks in the evening Dinner Supper at mid night

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The menu :

MENU
BREAKFAST 1. CONTINENTAL STYLE: Comprising of small juice,Toast,Butter,Jam,Tea/Coffee 2. AMERICAN STYLE: Small juice/toast, Butter,Jam two eggs to order (fried/boiled/omelet/scrumbled) tea/coffee 3. ENGLISH STYLE: Small juice/Cornflake, Comprising of toast, butter, jam Two eggs to order(fried/ boiled/omelet scrumbled) 4. A-LA-CARTE: Pineapple juice Orange juice Apple juice Butter toast, jam Cornflake with milk Plain parotha Aloo parotha with curd Puri subjee
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Rs.65

Rs.90

Rs.110

Rs.30 Rs. 30 Rs. 30 Rs. 25 Rs. 30 Rs.22 Rs.45 Rs.25

Milk Tea Coffee Tea pot Coffee (pot) Black tea Black coffee Biscuits EGGS TO ORDER Omelet Fried eggs Boiled eggs Masala omelet Scrumbled eggs Paoches eggs Egg Bujiya LUNCH AND DINNER 6. SOUP Mixed vegetable soup Cream of tomato soup Cream of chicken soup Chicken com soup
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Rs.20 Rs.15 Rs.18 Rs. 28 Rs.35 Rs.10 Rs. 15 RS.15

Rs.35 Rs.35 Rs.35 Rs.40 Rs.45 Rs.45 Rs.40

Rs. 45 Rs.50 Rs.50 Rs.60

7.CEREALS(NOODLES, RICE) Plain rice Pea pulao Egg fried rice Vegetable chowmein Egg chowmein Chicken chowmein Chicken fried rice 8. VEGETARIAN Paneer butter masala Mixed vegetable subjee Aloo paneer Malai kofta curry Mutter paneer 9. PULSES (DALS) Butter dal Dal makhani Rajmah Plain dal Rs.55 Rs.60 Rs.45 Rs.45 Rs.75 Rs.45 Rs.65 Rs.70 Rs.65 Rs.35 Rs.55 Rs85 Rs.60 Rs.65 Rs.70 Rs.90

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10. NON-VEGETARIAN Chichen curry Chicken masala Chicken khorma Mushroom chicken Butter chicken Chicken fry Fish masala Fish tomato Fish fry Egg curry Roast chicken Chilly chicken Chilly chicken (half) Fish finger 11. SALAD AND CURD Green salad Onion saqlad Cucumber salad American salad Curd Rs.30 Rs.30 Rs.30 Rs.45 Rs.40 Rs..90 Rs.90 Rs.90 Rs.90 Rs.90 Rs.90 Rs.90 Rs.90 Rs.90 Rs.45 Rs.200 Rs.200 Rs.110 Rs.90

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12. SWEET/DESSERTS: Gulap juman Rosugula Fruit custard 13. SOFT DRINK Fanta/ Marinda Thumps up/coca cola Limca/sprite Plain soda Mineral water Rs.30 Rs..30 Rs.30 Rs.30 Rs.22 Rs.25 Rs.25 Rs.45

SNACKS & SANWITCHES Assorted pakora Egg pakora Paneer pakoras French fries Papad (fry) Pea nut masala Rs.35 Rs.45 Rs.45 Rs.30 Rs.6 Rs.25

FIXED MEAL: Chicken/fish curry/mutter paneer/paneer subjee,dal,mixed Vegetable subjee,dahi,green salad, papad,rice, roti/chappati
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Rs.180

VEGETARIAN EMOINU SPECIAL Chak (steam rice) Shak (mixed vegetable) Hawai (dal) Pakora thongba Utti (local preparation) Arum plant Shana thongba (paneer based dish) Kheer (chakhao kheer) Hei thongba (dessert) Iromba Rs.230

NON- VEGETARIAN EMOINU SPECIAL Nga taoraga thongba (fish curry) Nga toina thongba (mashed fish) Shak (mixed vegetable) Hawai (dal) Pakora thongba Utti (local preparation) Arum plant Rs.350

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FOOD PRODUCTION SECTION:

Head of the section Specially trained cook No. of employee

: M.Bimolchand : H.Ibotombi : 10 employee (including cooks)

Food production is the maintenance and the preparation of food in short the maintenance of kitchen. The raw material provided by the food and beverage section is used to prepare the food. The cooks are trying to make the food stuff delicious one. The cook are trying in their best level to make a delicious dish for the guest. Almost they took about 15 to 30 minute for preparing the food. Ingredient used in the kitchen: Some of the special ingredient use in the kitchen is Black pepper White pepper Rose water use for cooking rice Salad of three type (1) Continental (2) American (3) English Worcester sauce specially used in the Chinese food.
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 Soya bean sauce Chilly sauce Monosodium glutamate for making the curry tasty Custard powder Baking power Vinegar (red and white) etc. Equipment used in the kitchen: Some of the common equipments used in the kitchen are listed below: Ban nary Store room Fridge Toaster Oven Grinder Boiler

Basin Gas stove Pan Frying pan

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And some utensils etc.

MAINTENANCE SECTION:

Head of the section No. of employee Types of maintenance section

: Somendro (electrician) : 2 employees : 2 types (a) Maintenance of electric (b) Maintenance of water

Maintenance of electric:

Electric is the life line of the hotel. Proper maintenance of electric is required. If it is not done properly the hotel may damage from the short circuit etc. so extra care is to be taken on the electric problems and the function of this section is checking and repairing of short circuit must be done frequently. The maintenance section done only the minor problem if there is a big Problem like machinery the expert from the symphony training institute are hired.

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The hotel electric is supplied by a transformer of 300 KVA. This transformer is used only for the supplied of hotel electric power. In Manipur there is shortage of power so for back process two generators of 100 KVA and 125 KVA are used. This generator provides power to the hotel during the cut off time. The two generator are used differently for different section. The generator of 100 KVA is used in only in special executive suit and suit room. And the other generator of 125 KVA is used in all parts of the hotel for lighting purpose.

Maintenance of water:

Maintenance of water is done for providing hygienic water to the guest as well as the employees of the hotel. Daily checking is done on pipeline of water. This pipeline is provided by the PHED of Manipur and this pipeline supply thrice a week. There is a water tank of 55kl for hotel used only. The water that are provided is for drinking purpose but the hotel used packed drinking water bottle. The water come through pipeline is for other purpose inside the hotel.

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For drinking purposed the water bottle of the company of BISLERI is used. If the bisleri water bottle is not available the KINGFISHER water bottle is provided. About 15kl of water is used approximately per day for all purpose. The water is needed for all purpose so they are taking lots of care so that the problem of water will not arise.

Opinion of employees:

In this section there is only two employees, but the two employees is not sufficient, so they wanted to increase the number of employees.

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ADMINISTRATION SECTION:

This section is comprise of Ministerial staff Operational staff

Ministerial staff:
Head of the section clerk) No. of employees : 4 employees One UDC Two LDC One peon This staff section is working with money matter and other sending and receiving files. Under this section there is two more sub-section namely Account section Establishing section The functioning of this two section are analyses below : Th. German Singh (head

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1.Account section:

All the money matter i.e. income and outgoing money, expenditure, profit are all taking record and working is done. It took the record of daily income and expenditure. And provide money for buying raw-material is done if it is permitted by the manager.

Book maintained by this section:

Account file Day-to-day expenditure book

Account file

Accounting is compulsory for the hotel for proper and effective working of the hotel so that they can make a clear accounting for proper billing. The account file took the record of accounting and keeps it safely for calculating profit of the hotel.

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Day-to-day expenditure book

Day-to-day expenditure book took the record of expenditure for each day clearly. The day-to-day expenditure is used from the revenue i.e. day-today earning. After all the expenditure has gone the remaining is the profit of the hotel. This profit is gone to government of Manipur as it run by the government of Manipur. About Rs. 3 lacs is monthly income of the hotel approximately.

2.Established section:
All the complains or the letters are collected and pick up to the higher authority and after finishing it sent it to the origin. It act as a middlemen between the higher authority and the other employee. The receiving and issuing is done by peon of this section.

OPERATIONAL STAFF
Except the ministerial staff the remaining staff of the hotel are under this operational staff.

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FINDINGS

The employee of the HOTEL IMPHAL are dis-satisfeid with the

equipment provided that they are not matching with the modern living.

The monthly income of the hotel is about Rs. 3 lacs approximately.

Guest visit the hotel throughout the year but in the month of May,

June, July more number of guest visit to the hotel.

The employee of the maintenance section is not enough for proper

functioning of the hotel.

The hotel management organised a tour trip every Sunday to visit the

tourist place of Manipur.

Dedicated works of the employee toward the Manipur tourism through

the HOTEL IMPHAL.

work.

Co-operative work of the employee for better parfomance of their

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SUGGESTION

Improve the equiptment of each and every section with modern

facility.

Frequent meeting among the employee of different section together to

share idea and thought.

Increase numbers of he employee to meet the shortage of employee in

some section of the hotel.

Maintain better relationship between the superior and sub-ordinate as

well as employee.

Proper training program must be given to the employee and special

care must be taken to those new employee.

Furniture of the hotel is neede to improve and maintain proper serving

by the employee.

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CONCLUSION

HOTEL IMPHAL is helping Manipur to develop not only the tourist but also to any field. Let us work together to develop the Hotel Imphal as well as Manipur. During my conduct of inplant training at Hotel Impohal, the employee and the manager of the hotel are helping me very much to become aware of all the function and section of the hotel. The employee of the Hotel Imphal is working at their best level to make satifeid the guest. Lastly I would like to conclude that Hotel Imphal is the best place of fooding, lodging etc. for a tourist guest.

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