Internship Report Jackson

Internship Report
On
Human Resource Department
Of
Radisson Hotel Kathmandu
Submitted By: Jackson
Subedi
PU Registration No.: 2010-2-22-0035
Submitted To:
Ace Institute of Management
Pokhara University
Submitted for the partial fulfillment of degree of
Master of Business Administration
Kathmandu
August, 2012
Internship Report MBAe, VII Term, AIM
LETTER OF ACCREDITATION
It is hereby certified that this report, entitled
“Human Resource Department of Radisson Hotel”
Prepared by Mr. Jackson Subedi
Is an outcome of the 8 weeks internship undergone at
“Radisson Hotel Kathmandu”
The facts and ideas presented in this report are an outcome of the students’
hard work and dedication to the project, undertaken as a partial fulfillment
for requirements for degree of
Masters of Business Administration
The outcome of this project has been highly appreciated.
………………….. …………………..
Jackson Subedi Page ii

Mr. Abhijeet Giri External Evaluator Training Executive
ACKNOWLEDGEMENT
This dissertation would not have been possible without the guidance and the help of
several individuals who in one way or another contributed and extended their valuable
assistance in the preparation and completion of this study.
I would like to express my gratitude to Ace Institute of Management and Pokhara

University for including internship program as a three credit course which has provided
an opportunity to gain practical working experience in the organization.
My sincere gratitude to Mr. Jayesh Rimal, Human Resource Development & Training
Manager for giving me a chance to do my internship in the HR Department of this
organization, Radisson Hotel. I am thankful to Mrs. Sumitra Shrestha – Senior Assistant,
Mrs. Rashmi Shrestha – Senior Supervisor and Mr. Abhijeet Giri – Training Executive
from HRD for devoting time from their busy schedule and explaining how work is being
done in HRD and assigning me with various tasks during these 8 weeks of internship
period.
I would also like to extend special thanks to the entire staff for their full co-operation,
guidance and support during my internship.
Lastly, I would like to thank Mr. Dhiroj Shrestha, Mr. Sunil Ojha and Mr. Bibek Risal,
Program Coordinator of Ace Institute of Management for their valuable Instructions and
Guidance during the Internship program.
Sincerely,
Jackson Subedi Page iii

Jackson Subedi
Jackson Subedi Page iv

LIST OF ACRONYMS
AIM Ace Institute of Management
HRD Human Resource Department
HR Human Resource
MBA Masters of Business Administration
TTT Train The Trainer
PU Pokhara University
STAR System for Time And Recording
SPPS Staff Product Purchase Scheme
HRIS Human Resource Information System
HRMS Human Resource Management System
OB Organization Behavior
MC Managerial Communication
Table of Contents
LETTER OF ACCREDITATION ...................................................................................................
ii
ACKNOWLEDGEMENT ...........................................................................................................
iii
Jackson Subedi Page v

LIST OF ACRONYMS ...............................................................................................................

iv
EXECUTIVE SUMMARY ...........................................................................................................
1 CHAPTER I:
INTRODUCTION ................................................................................................... 2
1.1 Background ......................................................................................................................
2
1.2 Objectives .........................................................................................................................
2
1.3 Details of Internship at Radisson Hotel ...........................................................................
3
1.4 Introduction of Radisson Hotel Kathmandu ....................................................................
4
1.4.1 Background of Radisson Hotel Kathmandu ..................................................................
4
1.4.2 Mission of the organization ..........................................................................................
5
1.4.3 Vision of the organization .............................................................................................
6
1.4.4 Radisson's Goal .............................................................................................................
6
1.4.5 Radisson Customer Service Philosophy ........................................................................
6
1.4.6 Yes I Can! .......................................................................................................................
6
1.4.7 The Company ................................................................................................................
8
1.4.8 HR Department Structure .............................................................................................
9
1.4.9 Area of Operation .........................................................................................................
9 CHAPTER II: ACTIVITIES
UNDERTAKEN ................................................................................. 11
2.1 Activity ...........................................................................................................................
11
Jackson Subedi Page vi

2.1.1 Introduction ................................................................................................................

11
2.1.2 TTT – Train The Trainer ...............................................................................................
11
2.1.3 Staff Product Purchase Scheme (SPPS) .......................................................................
12
2.1.4 Medical Insurance Data Sheet Update .......................................................................
13
2.1.5 Outcome .....................................................................................................................
13
2.1.6 Recommendations ......................................................................................................
14
2.1.7 Conclusion ...................................................................................................................
15 CHAPTER III: PROGRAM WORKPLACE
RELATIONSHIP ......................................................... 16
A. Organizational Behavior ...............................................................................................
17
B. Managerial Communication .........................................................................................
18
CHAPTER IV: CONCLUSION ..................................................................................................
20
BIBLIOGRAPHY .....................................................................................................................
21
APPENDIX .............................................................................................................................
22
APPENDIX 1: Weekly Log Sheet 1 ........................................................................................
22
22
22
22
22
Jackson Subedi Page vii


22
22
30
31
List of Tables
TABLE 1: Details of Internship at Radisson Hotel ........................................................... 3
TABLE 2: Board of Directors .......................................................................................... 8
List of Figures
Figure 1: HR Department Structure ............................................................................... 9
Jackson Subedi Page viii

EXECUTIVE SUMMARY
The core objective of the internship is to fulfill the requirement of the MBA program as
prescribed by the PU. An intern has to prepare project report at the end of the internship
period but the main objective of the internship is to get the hands-on experience of the
real world organization. The internship was completed with the objective of getting
practical knowledge in the HR department of Radisson Hotel Kathmandu.
The first responsibility I was assigned on this eight week of internship period was to
assist the trainer for the TTT program. Secondly, I was allotted the work of Medical
Insurance Data Sheet Update and SPPS was the last task I was assigned during my
Internship program. As an intern, I realized that I was successful to gather a lot of
significant learning experiences which would be helpful in my future career. The HR
department of Radisson offered me ample space and opportunities, not only to learn but
also to exhibit my skills as a HR team member. I could use my theoretical knowledge of
HR in real practice while participating in many discussions. I was actively involved in the
department meetings where I shared my knowledge and views regarding the performance
in HRD of Radisson Hotel Kathmandu.
I also attempted to gather more information on basic job functions of other departments to
have better understanding of the relation between them and the HR department. It was
commendable to see how wholeheartedly they welcomed, acknowledged and appreciated
new ideas and knowledge. I have provided few recommendations based upon my
understanding and knowledge.
I successfully completed all the assigned duties and handed them over to the senior
supervisor at the end of the internship. I thoroughly enjoyed the challenges that came
along every single day. I could also bring some minor improvisations during my
internship which were able to leave their marks. These lessons that I have learned will be
a valuable one for my future endeavors as well.
Jackson Subedi Page 1

CHAPTER I: INTRODUCTION
1.1 Background
ACE institute of management is the conscientious learning center where students at

different levels prepare to meet the challenges and opportunities of the 21 st century. It
offers premier graduate program of Masters of Business Administration (MBA) which
requires the students to complete a three credit hours of internship program. After the
completion of internship, the students are required to prepare a project report on a topic
relevant to the work they were assigned during the internship.
An intern has to prepare project report at the end of the internship period but the main
objective of the internship is to get the hands-on experience of the real world
organization. It also helps to develop the skills required to handle the day to day operation
in an organization. This will allow the students to be prepared for the upcoming corporate
challenges by experiencing real time working environment.
Upon subsequent research to find the best suitable organization to match both my major
and area of interest, I selected the HRD of a five star hotel supremely known for its well
defined quality services- Radisson Hotel Kathmandu. This internship program was
approved by Ace Institute of Management, affiliated to Pokhara University (PU).
1.2 Objectives
The Faculty of Management, PU has its ultimate objectives of preparing students for
professional pursuits of business, industry and government. The core objective of the
internship is to fulfill the requirement of the MBA program as prescribed by the PU.
Apart from this, the internship was completed with the objective of getting practical
knowledge in the HR department of Radisson Hotel.
More specifically, the objectives of the internship were as under:

• To gain practical experience of the jobs carried out in the HR Department of

Radisson Hotel.
• To compare the theoretical knowledge of HR with the practical experiences

carried out at the 5 star Hotel.
• Clarify personal interests, skills, and competencies, and their implementation

toward development of career goals.
• To gain ideas from the experienced people working for HR department.

• To understand the challenges faced by the HR department.
• To understand the different types of training provided to the employees.
• Development of personal standards of professional and ethical behavior required
in the workplace.
• Assumption of responsibility for continued learning and

professional development.
1.3 Details of Internship at Radisson Hotel
TABLE 1: Details of Internship at Radisson Hotel
Name of the Organization Radisson Hotel

Address Lazimpat, Kathmandu, Nepal
Website: www.radisson.com/kathmandu-hotel-np/nepkathm
E-Mail: hr@radkat.com.np
Phone: +977-1-4411818
Fax: +977-1-4411720
Position Intern / Trainee
Department Human Resource (HR)
Working Duration 8 Weeks
Work Hours 9:00 am – 5 pm
Name & Designation of Mr. Abhijeet Giri, Training Executive, HR
Internship Supervisor at

Radisson Hotel
Name & Designation of Mr. Dhiroj Shrestha, Program Coordinator
Internship Supervisor at
AIM
1.4 Introduction of Radisson Hotel Kathmandu
1.4.1 Background of Radisson Hotel Kathmandu
One of the world’s fastest-growing upscale hotel companies, Radisson Hospitality

Worldwide operates, manages and franchises deluxe plaza hotels, suite hotels, hotels,
inns and resorts worldwide. Radisson also is the parent of Radisson Seven Cruises,
which operates and manages deluxe cruise ships worldwide. Radisson’s goal is to become
the world’s most valued hotel brand by providing superior business delivery and services
in management, marketing and training.
Radisson has more than 360 properties representing over 76, 000 rooms in 39 countries.
Radisson is located in Canada, Mexico, United States, South America, Australia,
Europe, China, Japan, Thailand, India to name a few. Radisson is also the first U.S
based Hotel Company in Russia.
Radisson Hotels is named after Pierre Esprit Radisson. A unique individual who was an
explorer, adventurer, fur trader, soldier, and merchant who lived between the years of
1630-1710. He was the first known white man to enter the wilds of the Upper
Mississippi area. Radisson is the man whose name today stands for a collection of
unusually fine hotels.
Originally, the first Radisson hotel was built in downtown Minneapolis in 1909 at a cost
of $2 million. It soared to a magnificent 17 stories above the young city’s skyline. All
room rates were $2.50. Ninety-five percent of its 350 rooms had baths and running
water. It had its own candy factory, several restaurants and private dining rooms and a
furniture shop that built and repaired all its furniture. Radisson quite naturally became
the social center of the city.

The Radisson Hotel Kathmandu, the flagship hotel for Radisson Hotel in Nepal, made its
debut in November 1998. Centrally located land mark building at Lazimpat Kathmandu,
adjacent to the Royal Palace (present Ministry of foreign affairs) and surrounded by many
of the embassies and consulates, is ideally suited for business or leisure travelers.
1.4.2 Mission of the organization
Radisson Hotels worldwide believes it will attain success by achieving this mission:
"To provide Genuine Hospitality to our guests at every point of contact."
“To build relationships valuable with our customers, owners, employees andpartners,
by developing and operating: Great Places, For Great People, To Provide Great
Hospitality, And Deliver Great Results”
Radisson knows that what make up the Brand of Radisson are relationships-
Relationships with its owners and operators, employees and travelers. Radisson also
knows the importance of having those relationships built on mutual trust and respect.
When that happens, people can do their best work and have fun!
Radisson Hotels will achieve success by being the first choice of: Owners, Guests and
Employee – you!
The “Triangle of Excellence” provides a model philosophy. Radisson Hotels World-Wide

will exceed the expectations of:
Owners: By expanding our company and increasing the return on their investment in
Radisson
Guests: With “Yes I Can!” Service and superior value
Employees: By promoting respect, professional development and recognition.
The triangle represents a delicate balance between three groups of people. Every
business decision that is weighed against the effects it will have on these three

groups of people. If Radisson focuses too much energy and time on one of the
legs of the triangle, the triangle will fall over and we will not be successful.
1.4.3 Vision of the organization
The RADISSON VISION describes what the organization wants to be for its owners,
guests, and you. Radisson vision is:
To be the most RESPECTED hotel brand in the world, in which we are:
•
Trusted by our travelers-for our consistent quality, reliable service and genuine
hospitality.
•
Respected by owners and operators-for the strength of our brand and our
ability to build value in hotels and to drive revenues.
•
Sought out by employees-because of our reputation for innovation, for
opportunities within the company and our culture, which creates a, positive
work environment.
1.4.4 Radisson's Goal
Radisson’s goal is to clearly communicate performance in expectations to employees

which is the distinctly positive difference Radisson’s guest experience. It’s exemplary
hospitality that brings guests back. It's proactive customer service and a positive attitude
for success.
1.4.5 Radisson Customer Service Philosophy
Radisson Hotels Worldwide successfully leads the hospitality industry with a winning
attitude. We call it “Yes I Can!” It’s all about winning and building customer loyalty by
anticipating our guests’ needs and exceeding their expectations. “Yes I Can!” motivates
employees and keeps you focused on providing exceptional personalized service for
guests.

1.4.6 Yes I Can!
THREE PRINCIPLES OF “YES I CAN !”
1. Show a “Yes I Can!” attitude: A “Yes I Can!” attitude is a positive attitude. It's
your way of telling guests, “Yes I want to help you.”
2. Take personal responsibility: This means that when you start something, you
see it through to the end. It's our way of telling guests, "I will do everything to
make your stay with us exactly what you want it to be."
3. Use teamwork: As a Training Manager at one Radisson hotel puts it, "Teamwork
accomplishes what individuals cannot accomplish". Working together is your
way of telling guests, "We’re all here for you".
SIX “YES I CAN !” SERVICE STANDARDS
1. Anticipate needs: Don’t wait for guests to ask for help or service. Pay attention
to guests to see what they need. Then make suggestions or offer to help.
2. Give personal attention:
a. Look at the guests when you talk with them.
b. Smile and show guests your friendly, ready-to-help face.
c. Learn and use guests name whenever possible.
d. Wear your name badge so guests can call you by name.
3. Show guests that you appreciate them: Greet guests with a friendly “hello”
whenever you see them. And when you see guests checking out of the hotel, thank
them for staying and invite them to come back soon.
4. Go beyond what’s expected: Look for ways to pleasantly surprise guests.

For instance, if a guest asks where he or she can find a newspaper, offer
to bring one to the guest.
5. Offer alternatives: If you can’t do something a guest requests, tell the guest
what you can do instead. You might say, “I’m sorry, we’ve sold all of the
cheese cake. But I can bring you a slice of chocolate cream cake or freshly baked
apple pie instead.

6. Check satisfaction:
a. Ask guests how they’re enjoying their stay. “Here are the extra towels you
asked for, Mr.Encik Ismail. How are you enjoying the hotel so far?”
b. Ask guests what you can do to serve them better. “I see you’re back for
another visit, Mr. Cruise. Is there anything we can do for you this time
that we didn’t do last time?
1.4.7 The Company
The Radisson Hotel Kathmandu, a 5-star category hotel, is owned by Oriental Hotels Ltd.
and operated by the Radisson Hotels & Resorts World-Wide and headquartered in
Minneapolis, Minnesota, USA.
Radisson Hotel Corporation manages a franchise of a wide range of hotels, resorts, inns
and cruise ships worldwide.
The company is governed by Board of Directors, comprising 7 members as shown in

Table 2 below:
TABLE 2: Board of Directors
BOARD OF DIRECTORS
MR. GOVINDA DAS SHRESTHA CHAIRMAN
MR. B.K. SHRESTHA MANAGING DIRECTOR
MR. ANIL DAS SHRESTHA JOINT MANAGING DIRECTOR
MRS. SUBHADRA SHRESTHA DIRECTOR
MRS. MISHU SHRESTHA DIRECTOR
MR. SUNIL SHRESTHA DIRECTOR
MR. UPENDRA RIJAL DIRECTOR


1.4.8 HR Department Structure
The HR Department structure of Radisson Hotel is shown here:
Figure 1: HR Department Structure
1.4.9 Area of Operation
During the eight weeks of internship period in the organization as an intern, I decided to
work under HR Department where I could learn some important aspects of HR functions
and understand the corporate culture of a five star hotel and also bring in some fresh ideas
to the department. My specialization in MBA being HR, for obvious reasons I took up
internship in HRD. I was fortunate enough to have the opportunity to do the internship
program in such a well staffed organization.

Human Resource Department
The Human Resource Department has broadly classified the functions into two topics of
What We Believe and What We Do.
What We Believe
We believe in professional hospitality service for profit. Our Human Resources

philosophy is to provide employee recruitment and retention programs which produce
optimum employee satisfaction and performance. We are enablers that support people in
reaching their full potential by giving managers and employees the tools to develop and
succeed in their roles.
What We Do
1. HR representatives initiate partnerships with all managers and supervisors of the hotel
in order to serve all parties in the best interest of the hotel.
2. HR representatives have a coaching role to all employees, without creating "The
doctor is in" syndrome. Thus, our role is always to go to the source of the issue, while
limiting our role as counselor.
3. The Corporate HR and Legal staff are resources to consult when confronted with
issues, or when outside feedback may be seen as beneficial.
4. HR Representatives should develop business strategies that are in alignment with the
hotel's objectives, by focusing on all aspects of the human asset.
5. HR Representatives should be continuously improving the HR practices of the hotel,
by keeping a pulse of the hotel's culture as well as being aware of what is current in
our industry.
CHAPTER II: ACTIVITIES UNDERTAKEN
2.1 Activity: Staff Product Purchase Scheme (SPPS), Medical Insurance Data Sheet Update,
Assist for "Train The Trainer (TTT)" training program.

The first responsibility I was assigned on this eight week of internship period was to
assist the trainer for the TTT program. Secondly, I was allotted the work of Medical
Insurance Data Sheet Update and Staff Benefit Program was the last task I was assigned
during my Internship program.
2.1.1 Introduction
The HR Department deals with the management of people within the organization. The
department is responsible for attracting employees, designating them in their positions
and ensuring their performances. All the employees' record is retrieved from the System
for Time and Recording (STAR) and is updated every day. The attendance, annual
leaves, casual leaves, sick leaves, complimentary leaves etc. are also updated on a daily
basis into the system. There are various activities in the HRD that make the Senior
Assistant and Senior Supervisor occupied the entire day. HR also handles the Intra
Department trainings, Supervisor Trainings, TTT trainings and employee orientation &
trainee orientation programs. Medical Insurance file is updated once in every year. SPPS
(Staff Product Purchase Scheme) had its first ever commencement this year at my
presence. In this scheme, employees with at least a complete year of tenure could
purchase any products listed by the two dealers in an annual installment basis.
2.1.2 TTT – Train The Trainer
This training is provided to the selected head / supervisor / executive of all the
departments. It is a three day workshop designed to teach each participant the effective
methods and techniques of training. Each trainee is provided with a full day of team
building games and lecture on how to train the employees / coworkers / subordinates.
During this training, each individual has to prepare a training module and provide
training to the co-trainees where they would share the ratings of their trainings. Day two
and day three are used for these individual practice trainings. Each trainee is required to
provide three trainings to their subordinates of their department within a month in order
to get the certificate of completion of "Train The Trainer" program. After the completion
of this training, HR department monitors and ensures that the newly trained trainer

provides his/her subordinates with the training on a regular basis. I was principally
responsible only in arranging all the required resources for the trainings and assist the
trainer. However, I also got an opportunity to attend the training in my own initiative. I
had to prepare a training module and train the same to the co-trainees. I was graded with
the best ratings amongst all the co-trainees, which came as a pleasant surprise to me and
everyone, which also broke the stereotypical perception about an intern who is generally
regarded as a mere learner who has got nothing to offer. However, the trainers open
heartedly appreciated and recognized my efforts, which was remarkable.
2.1.3 Staff Product Purchase Scheme (SPPS)
This is an employee benefit program which started from this year, during my internship
period. I was responsible to coordinate with the staff members in order to fulfill the
preliminary requirements of those interested to sign up for the installment scheme. This
program was initiated by the HR Department and Employee Welfare Committee for
employees' benefit. SPPS is the best possible program for the employees who wish to buy
any product listed by two dealers on an annual installment basis. The products varied
from a small CFL tubes to 42" LED Television to 300L Refrigerators. The scheme
received an overwhelming response from employees and was very keen to have more of
such programs in future. There were however some basic requirements of the program.
First, they had to be a full time employee without any prior loans. Second, they should be
a year less than the retirement age. I was responsible in filling up the form for all the
interested employees who wanted to buy the product. The two dealers were Triveni Trade
Pvt. Ltd. and Sagtani Exim Pvt. Ltd. They had an array of products like Vaccuum
Cleaner, Washing Machine, Microwave Oven, CFL tubes, Gas Stoves, Gas Heater, Fan,
TV, Cooler, Refrigerator, Mixer & Juicer, Radio FM etc. My role during the entire
process was to make correct code entries of the products and correct price in the form.
After all the forms were filled up, they were taken to the Finance Department for
verification. The Finance Officer checked all the validity of the employee data and signed
the forms. The forms were forwarded to the Financial Controller for further approval. The
forms were then taken to Welfare Committee for second signature of approval. At last the
HR Managers signed the forms and completed the process of the first round of the

program. One copy of the form from each employee was forwarded to the dealers which
was the purchase order for them. Products were delivered to the Radisson Hotel within
few days. The products were then distributed according to the signed form.
2.1.4 Medical Insurance Data Sheet Update
All the permanent employees are entitled for the Medical Insurance where an employee
can claim Rs. 50,000/- to Rs. 125,000/- per year based upon the employees' position in
the Organization. The medical insurance claim could be the reimbursement of the check
up that an employee or family members of the employee undergo. The claim document
should be attached with the claim form filled by the employee. The in-house doctor
verifies all the documents for validity and signs the documents which are then processed
for reimbursement. The documents are collected weekly and sent to the Finance
Department for payment. The Medical Insurance Data Sheet is the record which contains
all the information required by the Finance Department to re-check the document. Hence,
all the update requests are collected and the data sheet is updated. I was responsible in
updating the data sheet for all the employees. There were 404 employees in total where
every data needed to be verified individually. The data contained Name of Employee,
Date of Birth of Employee, Marital Status, Name of Spouse, Date of Birth of Spouse,
Number of Children, Name of Children, Date of Birth of Children, Name of Father, Date
of Birth of Father, Name of Mother, Date of Birth of Mother, Address and Contact
Number.
2.1.5 Outcome
Based on my eight week term as an intern, I realized that I was successful to gather a lot
of significant learning experiences which would be helpful in my future career. The HR
department of Radisson offered me ample space and opportunities, not only to learn but
also to exhibit my skills as a HR team member. My contributions were well recognized
by the organization. I successfully completed all the assigned duties and handed them
over to the senior supervisor at the end of the internship. Medical Insurance Data Sheet

Update was completed successfully where I tried to update the data to the best of my
knowledge.
SPPS was also successfully conducted and the satisfied employees ordered more products
than anticipated to fulfill their requirements. They also looked forward and requested for
more of such schemes. I also well assisted the TTT which gave my work a lot of
appreciations. As HRD is the department that connects all the departments of any
organization, I was introduced to many department heads and seniors who gave me a
wider spectrum of the organization. My assistance to some of the presenters using
slideshows and PowerPoint proved to be a crucial support in many presentations.
2.1.6 Recommendations
There are few recommendations based upon my understanding and knowledge. They are:
1. TTT program should be a regular exercise in the Organization where other

supervisor should also get the opportunity to enhance their skills.
2. More team building and cross departmental exercises should be introduced so
that the departments can interact and come up with a better package product to
fascinate the guests.
3. Medical Insurance Data Sheet lacks the correct format for recording dates. There
has to be one format either Nepali (BS) or English (AD) to record the dates.
Current practice confuses the recipient of the data. For E.g.: It is difficult to
understand if 4/1/2010 is 4th January, 2010 or 1st April, 2010.
4. SPPS delivers products to the Hotels, however it might be costly to be brought

home to those who live far from the Hotel. They are entitled to bear the expenses
to take the product to their homes. Therefore, a provision like a (purchase) token
or so can be introduced where an employee can get their deliveries done from the
nearest dealer without having to bear the possible hassles. This will allow the
employee to select and test the items, choose the color and save a lot on
transportation. This also helps to reduce the work load on the HRD.

2.1.7 Conclusion
My two years of working experience in organizations such as Standard Chartered Bank as

Senior Assistant, Central Operations, Head Office, New Baneshwor, gave me a solid
foundation to understand hardcore corporate culture. Therefore, I was quite prepared to
blend in the department that carried huge responsibilities. And this eight week internship
in HRD of Radisson Hotel has honed by understanding of HR in practice. It gave me an
important exposure and an insider look of such a big organization. I could use my
theoretical knowledge of HR in real practice while participating in many discussions. I
was actively involved in the department meetings where I shared my knowledge and
views regarding the performance in HRD of Radisson Hotel Kathmandu.

CHAPTER III: PROGRAM WORKPLACE RELATIONSHIP

The internship program was a truly rewarding experience. I encountered with real life HR
activities and also received the opportunity to perform in those activities. My knowledge
of HR was helpful to add new perspective while we gathered for department meetings. I
witnessed the execution of all the HR functions in real life however I only had the
theoretical knowledge about them which answered many "whys" of mine. It was
commendable to see how wholeheartedly they welcomed, acknowledged and appreciated
new ideas and knowledge. I also attempted to gather more information on basic job
functions of other departments to have better understanding of the relation between them
and the HR department.
The hotel offered a friendly and cooperative environment. Everyone in the HRD was
occupied with their own routine work which I believe limited my learning possibilities.
However, this internship has helped me to bridge the gap bet real life practice. My
primary objective was to observe, evaluate and compare the relationship between the
knowledge that I have gained in my MBA and workplace. This eight week internship has
certainly helped me learn how tasks are performed in a workplace. However, some of the
practices of the HR department during my internship raised my concerns.
If I am to highlight on the most significant aspect of my internship learning, then it would

be the importance of communication. Good communication is crucial in any organization
and it holds more importance in bigger organization with significant number of workers.
It was quite surprising to see how the HR department of a hotel employing 404 workers
lacked effective communication procedures. It was the biggest flaw the department had,
so to say and I did learn a lot from the errors committed by the others. The junior HR
personnel lagged tremendously behind when it came to effective communication. In this
regard, it was hard to put my freshly acquired, updated academic knowledge into
practice, yet I succeeded in learning many new things from this experience as well.
As proverb goes, "a book cannot be judged by its cover", it is difficult to tell where an
organization stands just by looking at its physical infrastructure unless you get into it.

And this experience has given me a rare opportunity to take a closer look at a workplace
and understand the differences between the classroom knowledge and real corporate
world. Naturally, in a country like ours, we certainly have a big gap between the bookish
knowledge and the one earned from experience. It is extremely difficult for those to
understand the real world without any prior working experience.
Our curriculum has provided us with an extremely relevant academic knowledge. All the
academic learning may have not been applied in practice, I could still see the need of its
implementation and how it could bring about positive changes to the HR department.
A. Organizational Behavior
Organizational Behavior (OB) is the study and application of knowledge about how
people, individuals, and groups act in organizations. It interprets people-organization
relationships in terms of the whole person, whole group, whole organization, and whole
social system. Its purpose is to build better relationships by achieving human objectives,
organizational objectives, and social objectives.
My previous work experiences had prepared me well to fit in an organization and

understand their organizational cultures. So, I was prepared and started performing the
very day I joined as it didn’t take me too long to understand my responsibilities. I was
impressed by the nice, welcoming ambience and even more with the friendly behavior of
the coordinators which demonstrated that the HR department was successful in keeping a
stress free working environment. They explained and fully assisted me to learn the
different systems of the recording information of the employees. They were very patient
with me; I needed to improvise because of which I made almost mistakes at all. The HR
Development and Training Manager was very motivating and appreciative. My ideas,
efforts and work were always acknowledged and appreciated. I was able to make an
impression on the HR seniors by my technological knowledge which at times solved even
some of the complex problems.

B. Managerial Communication
Effective communication is one of the key components of the HR in any organization,

especially the hospitality business. And it becomes particularly more important for a five
star hotel to have a good communication between the management and the staff will be
passed down the line in the form of good communication between the staff and the
customers. Also, it brings a more open and professionally relaxing working environment
transforming employees into loyal and more competent staff members. Making sure that
staff has all the 'tools of their trade' to do their job to the highest standards is however a
two-way thing - employees have to communicate clearly and on time what they need, and
management should listen and make sure they are well informed of all their staff's
requirements and needs. So, if this exists in a workplace, then it creates a positive
atmosphere and both the ends can communicate with each other with clarity perfectly
which will encourage staff to give their best and always a little extra than they are capable
of.
Working closely as a part of HR Department for eight weeks provided me with an

opportunity to see the relevance of my academic knowledge and its practical
implementation. Almost everything that we were covered in our curriculum, about verbal
and non-verbal communication, customer services, telephone handling etc. were all
extremely supportive during my internship. Likewise, I found myself more confident and
better prepared to give presentations due to regular presentation we are supposed to do in
our course. Thus, the various subjects taught by AIM by highly experienced faculty
members proved unparallel and advantageous. This internship also helped me understand
the level of my knowledge and its use in real life.
As the nature of internship is not to fill a position and function like an employee but is to
make the best of the opportunity and gather as much as professional experience and
knowledge as one can. And I believe, I did succeed to a great level to broaden my
understanding, hone my skills and understand the practical relevance of my academic
knowledge. It did create a lot of difficultly for me to comprehend the approach of the
staff unions due to their limited or no interaction with the trainees and interns. Also, it

was undesired to ask or express curiosity about the internal issues in their presence in the
HR department. So, I could only gather information based on my observation. And I felt
that the HR department of Radisson hotel very much needed an atmosphere where they
could have good communication with each other without being scrutinized. If it
continues, then there might be a huge gap between the staff and the management
affecting performances a whole.
I truly appreciate the support I received from my college throughout the internship period.
I was put in a constant touch with the college supervisor and was observing closely all
my activities which encouraged me to put more hard work every day, as I mentioned
earlier, it did reflect in my duties which got noticed by the seniors of the HR. And
working in diverse and multicultural environment had me an opportunity to utilize and
improvise my communication skills by interacting with employees of various hierarchy,
nationality and cultural background. In conclusion, I am able to state that this internship
program gave me a platform to apply my theoretical knowledge in practical life. And this
practical implementation of my academic knowledge has helped me to understand the
complexities, challenges and prospects that lie in a real corporate world. Much as I
enjoyed my eight weeks term, I certainly did learn a lot from each day of work and
everyone I had a chance to interact with.
CHAPTER IV: CONCLUSION

It was an absolute worthwhile experience working at the Radisson Hotel. The friendly
welcoming staff and the space they have created for a trainee/intern allowed me with
ample opportunities to learn and know myself as a worker. This experience brought out
my strength and also the areas I needed to improvise. It added more confidence to my
professional approach, built a stronger positive attitude and taught me how to work in
team as a player. The primary objective of an internship is to gather a real life working
experience and put their theoretical knowledge in practice. I am grateful to the entire
team of HRD of the hotel for their unprecedented support to make my working

experience truly rewarding. Especially working in this department made me realize my

competencies and level of understanding regarding the human resources. On completion
of this internship period, I came to know about the importance of human resources and
the role of HR manager, Training Executive, HR Senior Supervisor and HR Senior
Assistant in an organization.
As an intern, though I had a limited space to work, I still managed to grab plentiful of
experiences. I made the best of every opportunity I was given and made the utmost use of
my abilities and knowledge to fulfill all my responsibilities. I could implement my
academic skills into practice and my efforts were highly acknowledged. There is however
some gap between our theoretical knowledge and real life practice, yet the managerial
level staff members is quite open towards upgrading current approach, which was
extremely motivating.
Hence, I can sum up by saying that my internship experience was a milestone to my

academic and professional experience. I thoroughly enjoyed the challenges that came
along every single day. I could also bring some minor improvisations during my
internship which were able to leave their marks. These lessons that I have learned will be
a valuable one for my future endeavors as well.
BIBLIOGRAPHY
1. www.radisson.com/kathmandu-hotel-np/nepkathm
2. http://en.wikipedia.org/wiki/Human_resource_management_system

APPENDIX
APPENDIX 1: Weekly Log Sheet 1

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Internship Report

Human Resource Department

Radisson Hotel Kathmandu

Submitted By: Jackson

PU Registration No.: 2010-2-22-0035

Ace Institute of Management

Submitted for the partial fulfillment of degree of

Master of Business Administration

It is hereby certified that this report, entitled

“Human Resource Department of Radisson Hotel”

Prepared by Mr. Jackson Subedi

Is an outcome of the 8 weeks internship undergone at

“Radisson Hotel Kathmandu”

Masters of Business Administration

The outcome of this project has been highly appreciated.

Jackson Subedi Page ii

Mr. Abhijeet Giri External Evaluator Training Executive

I would like to express my gratitude to Ace Institute of Management and Pokhara

Jackson Subedi Page iii

Jackson Subedi Page iv

AIM Ace Institute of Management

HRD Human Resource Department

MBA Masters of Business Administration

TTT Train The Trainer

STAR System for Time And Recording

SPPS Staff Product Purchase Scheme

HRIS Human Resource Information System

HRMS Human Resource Management System

Jackson Subedi Page v

LIST OF ACRONYMS ...............................................................................................................

Jackson Subedi Page vi

2.1.1 Introduction ................................................................................................................

Jackson Subedi Page vii

APPENDIX 6: Weekly Log Sheet 6 ........................................................................................

TABLE 1: Details of Internship at Radisson Hotel ........................................................... 3

TABLE 2: Board of Directors .......................................................................................... 8

Figure 1: HR Department Structure ............................................................................... 9

Jackson Subedi Page viii

Jackson Subedi Page 1

ACE institute of management is the conscientious learning center where students at

More specifically, the objectives of the internship were as under:

Jackson Subedi Page 2

• To gain practical experience of the jobs carried out in the HR Department of

• To compare the theoretical knowledge of HR with the practical experiences

• Clarify personal interests, skills, and competencies, and their implementation

• To gain ideas from the experienced people working for HR department.

• Assumption of responsibility for continued learning and

1.3 Details of Internship at Radisson Hotel

TABLE 1: Details of Internship at Radisson Hotel

Name of the Organization Radisson Hotel

Jackson Subedi Page 3

1.4.1 Background of Radisson Hotel Kathmandu

One of the world’s fastest-growing upscale hotel companies, Radisson Hospitality

Jackson Subedi Page 4

1.4.2 Mission of the organization

"To provide Genuine Hospitality to our guests at every point of contact."

The “Triangle of Excellence” provides a model philosophy. Radisson Hotels World-Wide

Guests: With “Yes I Can!” Service and superior value

Employees: By promoting respect, professional development and recognition.