An Internship Report on Food and Beverage Service

Department of Atlantis the Royal, Dubai, UAE

Submitted by:
SANGAM SAPKOTA
PU Registration No: 066-2-2-01714-2018
Kantipur International College
BHCM - 8th Semester

An internship report submitted to Purbanchal University Faculty of

Management in partial fulfillment for the Degree of
Bachelor of Hospitality and Catering Management (BHCM)

November, 2024
Kathmandu, Nepal
 DECLARATION
I, Sangam Sapkota, hereby declare that the report prepared for internship project
on hotel training at the ATLANTIS THE ROYAL, Dubai is submitted to Kantipur
International College affiliated to Purbanchal university. This internship report has
been done as a requirement for the completion of Bachelors in Hospitality and
Catering Management (BHCM) degree.

………………………
SANGAM SAPKOTA
PU Reg No: 066-2-2-01714-2018
Kantipur international College
Kathmandu, Nepal

i
INTERNSHIP CERTIFICATE

ii
 ACKNOWLEDGEMENT
The internship in "ATLANTIS THE ROYAL" was a memorable journey. Through
this internship I gained lot of information and knowledge about the hospitality
industry which will help in future.
First of all I would like to give my special thanks to our program head Prof. Dr.
Shyam Bahadur Katuwal our Coordinator Nabin KC and Kantipur International
College family for managing and coordinating us in doing our internship in such an
exclusive an encourage us to further improve in our training activities.
Also I am very thankful to the director of food and beverage and supervisors of F
& B department for giving me the ability and patience to work hard successfully. I
would like to thank to my honorable operation manager Mr. Yohannes Jo and
supervisor Mr. Ganesh Padhi for their intellectual guidance and continuous
encouragement.
Finally, I would like to thanks to my family, especially my parents for their support,
patience and love. Besides that, also I would like thanks to my friends for giving me
the support, advices whenever needed at the time of difficulties or problems
throughout my internship journey..

Thank you,

Sangam Sapkota
Bachelor in Hospitality and Catering Management (BHCM)
Kantipur International College, Kathmandu

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 TABLE OF CONTENTS

DECLARATION............................................................................................................i
INTERNSHIP CERTIFICATE......................................................................................ii
ACKNOWLEDGEMENT............................................................................................iii
LIST OF ABBREVIATION.........................................................................................iv
LIST OF FIGURES........................................................................................................v
LIST OF TABLES........................................................................................................vi
EXECUTIVE SUMMARY.........................................................................................vii
CHAPTER 1...................................................................................................................1
INTRODUCTION..........................................................................................................1
1.1 Introduction to Hotel.............................................................................................1
1.2 Internship..............................................................................................................9
1.3 Background of the Study....................................................................................10
1.4 Objectives of Internship.....................................................................................10
1.5 Methodology.......................................................................................................11
1.5.1 Organization Selection...........................................................................11
1.5.2 Placement...............................................................................................12
1.5.3 Duration and Activities..........................................................................12
CHAPTER 2.................................................................................................................13
PRESENTATION AND ANALYSIS..........................................................................13
2.1 Brief Introduction of Hotel Industry...................................................................13
2.1.1 History of the Hotel Industry.................................................................13
2.1.2 Growth of hotel industry........................................................................14
2.1.3 Contribution of hospitality industry in GDP..........................................15
2.2 Brief Introduction of Atlantis the Royal.............................................................16
2.2.1 Food and Beverage Operation.....................................................................18
2.3 Food and beverage outlets and operating timing................................................18
2.3.1 Outlets..........................................................................................................18
2.4 Accommodation.................................................................................................24
2.5 F&B Service Department:..................................................................................26
2.5.1 Observation and Experience........................................................................26
 2.5.2 Learning and Outcomes...............................................................................26
2.6 Analysis of activities in F&B Department.........................................................27
2.7 Problem solved...................................................................................................27
CHAPTER 3.................................................................................................................29
CONCLUSION, RECOMMENDATION AND SUGGESTION................................29
3.1 Conclusion..........................................................................................................29
3.2 Recommendation................................................................................................29
3.3 Suggestions.........................................................................................................30
REFRENCES...............................................................................................................31
 LIST OF ABBREVIATION

BHCM: Bachelor of Hospitality and Catering Management

F&B: Food and Beverage
SWOT: Strength, Weakness, Opportunity and Threat
USA: United States of America
UAE: United Arab Emirates
HAN: Hotel Association of Nepal
HC: Health Care
GDP: Gross Domestic Product
HR: Human Resource

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 LIST OF FIGURES
Figure 1: Atlantis the Royal.........................................................................................16
Figure 2: Location under map......................................................................................16
Figure 3: Dinner by Heston Blumenthal......................................................................18
Figure 4: Nobu by the Beach.......................................................................................19
Figure 5: Jaleo by José Andrés.....................................................................................19
Figure 6: Ariana’s Persian Kitchen..............................................................................20
Figure 7: Ling Ling......................................................................................................20
Figure 8: Heston’s Cocktail Bar...................................................................................21
Figure 10: In room Dining...........................................................................................21
Figure 11: Views Restaurant........................................................................................22
Figure 12: Cloud 22.....................................................................................................23

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 LIST OF TABLES
Table 1: Duration of Internship................................................................12
Table 2: Views theme nights....................................................................22
Table 3: Operating Timing.......................................................................24

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 EXECUTIVE SUMMARY
The core objective of the internship is to fulfill the requirement of the BHCM
program as prescribed by Purbanchal University. An intern has to prepare project
report at the end of internship period but the main objective is to get hands-on
experience of the real world organization. The internship was completed with the
objective of getting practical knowledge in the hotel industry.

The first responsibility I was assigned on this internship period was to assist the
trainer to understand the operation carried out in the F&B department. Secondly, I
was allotted to assist as a food server. After gaining the knowledge as food server I
was allotted to train as barista, bartender and cashier and learn about the
responsibilities and duties as F&B Expert. As an intern, I realized that I was
successful to gather a lot of significant learning experiences which would be helpful
in my career. The F&B department of Atlantis the Royal offered me ample space and
opportunities, not only to learn but also to exhibit my skills as a team member.

I also attempted to gather more information on basic job functions of other

departments to have better understating of relation between them and the F&B
department. I successfully completed all the assigned duties and 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. The
lessons that I have learned will be a valuable one for my future endeavors as well.

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 CHAPTER 1

INTRODUCTION
1.1 Introduction to Hotel
The word hotel was derived from the word “HOST”. Hotels are one of the
components of tourism industry. The combination of many other components as a
whole is called the hospitality industry .The hotel is both the components of tourism
and hotel industry. Hotel is considered as “HOME AWAY FROM HOME”. The
word hotel is the public place which provides lodging and boarding to the genuine
customers on payment. It is regarded as the commercial catering establishment that
provides the facilities of food and beverage along with accommodation and
entertainment.

British Law states hotel is a place where a traveler can receive food and shelter,
provide he or she is in position to pay for it and is in a fit condition to be received.
Thus a hotel must provide food, beverage and shelter to travelers on payment and has
the right to refuse if the traveler is not in the position to pay for the services.

The literal meaning of hospitality is welcoming behavior towards the guest or taking
care of the guest in friendly and hospitality manner. The definition of the word
hospitality as per the oxford Dictionary is “the reception and entertainment of the
guest with the liberality and good will”. In broad sense it includes all the companies
providing the services to the guest like food and beverage, accommodation,
refreshments and entertainment as per the desire and the needs of the guest.

In the real sense the word hospitality is related with the retailer of the hotel and
catering business. It basically includes hotels, resorts, guest houses, lodges, bars
related groups. These companies basically focus on the identification and the solution
of the psychological social and the physiological needs and expectation of the guest.
Hospitality industry is however dedicated for the production of the quality and
assuring the standard service provided to the guest.

a) Types of hotel:

Many guests are loyal to a particular group of hotels or chain hotel. They always
look for an establishment in which they feel the surrounding to be familiar.
Some of the types of hotels are:

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I. Classification of hotel based on Location
 Down – Town Hotel: These types of hotels are located in the heart of the city,
within a short distance of business center, shopping area, theatres, public buildings
etc. Rates in these hotels are high due to the location advantage and also due to the
“Rate of Return on Interest” (ROI) computed in the capital invested for the hotel.
These types of hotel are preferred, mainly by business guest (tourist). Due to the
reason hotel concentrate in providing services the business guest needs meeting
and seminar facilities, secretarial facilities etc. The hotel goes for marketing in
reputed international organization e.g. U.N and its specialized agency, diplomatic
mission, N.G.O, business companies etc.
 Residential Hotel: These types of hotels are normally located little outside of the
city. It has the advantage of peaceful surroundings. The room rate is generally
moderate and affordable. These types of hotel provide more luxury and comfort
for the guest. Many organized tour group especially older in age preferred to stay
in this types of hotel. For marketing travel agencies local and international and
whole sale tour operators are ideal organizations.
 Airport Hotel: As the name suggests, these types of hotel are located within the
airport vicinity. These hotels are ideal for transit tourist or passengers who have
only few hours’ time for connecting flights. The room rates are usually quoted
only few hours’ time for connecting flights. The room rates are usually quoted
only for rooms. These hotels are luxurious in nature. The ideal area for marketing
is different airlines companies:
 Casino Hotel: This type of hotel can be located either in the city or little outside
of the city. It usually provides facilities for gambling and more night life
activities. As the type of hotel indicates that it attracts to the people interested
more in gambling and night life.
 Apartment Hotel: These types of hotels are located little outside from the city
center. It has also quite surroundings providing self-cooking and serving facilities
with bed room, living room, dining room and kitchen having all necessary utensils
and linens. This type of hotel attracts long staying people like student, scholar,
researcher, and people working in projects. The rates are quoted in apartment
basis and moderate in comparison to hotels.
 Bed and Breakfast hotel: This type of hotel is normally located in the city. The
rates are quoted for bed and breakfast and cheap. Those guests who are interested
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 to taste different kinds of cuisine and lunch and dinner and different restaurants
prefer to stay in this type of hotel. It mainly attracts students and budget class
tourist. These areas for hotel are very simple and informal in nature.
 Flotel: Flotel is a hotel designed in a big ship which is fixed and float on the
water. It cannot move from one place to another. It caters all facilities that one
gets in a normal hotel. People who are interested to spend some times peacefully
with water atmosphere will stay in this type of hotel. The hotel arranges transfer
from land to hotel and back. Rates are comparatively high for the service.
 Inns: “Inns” are small establishment with modest boarding and lodging facilities.
An inn were originated from England but nowadays has gained in America in the
form of Modern Luxurious Hotel. In Asia especially in India and Nepal “Inns”
means also “Dharmasala” are still the primitive form of accommodation
establishment.
 Motel: This term is derived from the word “motor hotel”. This type of hotel is
located on the highway. It provides modest lodging and boarding to highway
travelers by vehicles. The length of guest stay in this type of hotel is restricted to
one night only. The rates quoted are on European plan.More over this type of
hotel should provide the facilities of secured parking refueling and repair and
maintenance workshop.
 Resort Hotels: Resort hotels are very much informal in nature and located in the
places where people can experience real natural life. Mainly there are two types of
resort popular in the world. These are beach resort and safari resort. Beach resorts
are located on the sea beach where as the safari resort is located in the jungle. But
in the country like Nepal may have village resort and or mountain resort.
However, all resort provides recreational activities available in that locality. Such
as water sports, surfing, boating, diving, jungle safari on elephant, jungle walk,
bird watching, jeep safari, village walk, home visit, local cultural shows etc.
II. Based on the number of rooms

The size of the hotel is determined according to the no of rooms it has which is one of
the essential criteria for classifying a hotel.1 – 25 rooms: Small Hotel26 – 99 rooms:
Medium Hotel100 - 299 rooms: Large Hotel300 and above: Very Large Hotel

III. Based on Star category

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 One Star Hotels: Hotels in this classification are likely to be small and
independently owned, with a family atmosphere. Services may be provided by the
owner and family on an informal basis. There may be a limited range of facilities
and meals may be fairly simple. Lunch, for example, may not be served. Some
bedrooms may not have a suite bath/shower rooms. Maintenance, cleanliness and
comfort should, however, always be of an acceptable standard.
 Two Star Hotels: In this classification hotels will typically be small to medium
sized and offer more extensive facilities than at the one-star level. Some business
hotels come into the two-star classification and guests can expect comfortable,
well equipped, overnight accommodation, usually with an in-suite bath/shower
room. Reception and other staff will aim for a more professional presentation than
at the one-star level, and offer a wider range of straightforward services, including
food and drink.
 Three Star Hotels: At this level, hotels are usually of a size to support higher
staffing levels, and a significantly greater quality and range of facilities than at the
lower star classifications. Reception and the other public rooms will be more
spacious and the restaurant will normally also cater for non-residents. All
bedrooms will have fully en suite bath and shower rooms and offer a good
standard of comfort and equipment, such as a hair dryer, direct dial telephone,
toiletries in the bathroom. Some room service can be expected, and some
provision for business travelers.
 Four Star Hotels: Expectations at this level include a degree of luxury as well as
quality in the furnishings, decor and equipment, in every area of the hotel.
Bedrooms will also usually offer more space than at the lower star levels, and well
designed, coordinated furnishings and decor. The en-suite bathrooms will have
both bath and fixed shower. There will be a high enough ratio of staff to guests to
provide services like porter age, 24-hour room service, laundry and dry-cleaning.
The restaurant will demonstrate a serious approach to its cuisine.
 Five Star Hotels: Here you should find spacious and luxurious accommodation
throughout the hotel, matching the best international standards. Interior design
should impress with its quality and attention to detail, comfort and elegance.
Furnishings should be immaculate. Services should be formal, well supervised and
flawless in attention to guests' needs, without being intrusive. The restaurant will
demonstrate a high level of technical skill, producing dishes to the highest
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 international standards. Staff will be knowledgeable, helpful, well versed in all
aspects of customer care, combining efficiency with courtesy.
IV. On the basis of Plan

Plan is the package rate for the rooms and the meal. We classify the hotels on the plan
basis.

 European plan: This plan includes room charge only. If food items are consumed
the guest must pay for it.
 Bed and Breakfast plan: This plan includes room charge with Complimentary
breakfast Continental Breakfast plan: This plan includes room charge with two
meals that is breakfast and either lunch or dinner. This plan is also known as
semi/half board/pension.
 American plan: This plan includes room charge with three meals that is
breakfast, lunch, dinner. This plan is also known as full board/pension.
V. Based on Length of Guest stay
 Inns- This type of hotel is generally located in or out of the city, monthly the
guest who wants to travel or fun comes in such type of hotel. The length of guest
stay is short because the guest wishes to travel many places to have fun. It is
comparatively cheaper than other hotels.
 Residential / Apartment Hotels- This type of hotel is situated from the city
centre, so as to be far from noise and pollution. Such type of hotel caters mostly
looks for holiday makers who wants to stay similar to the apartment but provides
valet service, maid's service and dining facilities. The rates are generally charged
on weekly or monthly basis.
 Family Hotels- These types of hotel are generally operated by all the family
members. This hotel is generally operated by the family members. The hotels
provide personalized service to the guest in a homely environment. The length of
guest stay in this type of hotel may be for shelter or longer periods of time. Such
hotels are preferred to have family guest too.
b) Various Departments Of Hotel
 Front Office Department
The front office includes all the offices, which are situated in or near the front hall
or lobby of the hotel. It is considered the nerve centre of the hotel. It is said that
the hotel is the wheel, of which the front office is the hub. This is the first

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 department that is contacted by arriving guests and is the information centre
during their stay. At same time it is the last point of contact when the guest
departs from the hotel. Thus, the main processes of the guest service in the front
office operation are:
o Reservation: Booking and blocking of rooms for pre-arrival according to the
nature of reservation.
o Occupancy: Receiving the guest, followed by registration and allocating the
rooms. Providing uniform service, telephone information service and
coordinating with security department to protect guest privacy and valuables.
o Settlement of guest account: Secure the amount at the time of registration and
settlement of account at departure through acceptable mode of payment. In
small hotels, under the supervision and co-ordination of top-level
management, this department maintains public relation, reservation,
registration, and information, records and collects all outstanding dues from
the companies/agencies. However, in large hotels, the job is specialized.
 Housekeeping Department
The Housekeeping department is an important part of all hotels, responsible for
the cleanliness of guest floors and rooms, as well as the overall neatness and
orderliness of the entire hotel. It handles all linen and uniforms, arranges flowers,
and up-keeps the guest room and public areas to give aesthetic appeal. To ensure
efficient rooming of guests, the housekeeping and front office department must
inform each other regarding any change in rooms' status and availability.
Executive Housekeeper is the chief of this department.
 Food and Beverage Department
The Food and Beverage department in large hotels is responsible for planning,
coordinating and controlling all the food and beverage outlets. The F&B director
is responsible for planning, coordinating and controlling the departments, such as
food production, dining service, bar, kitchen stewarding, banquet, ODC,
restaurant, discotheque and clubs. This department controls three basic things:
production of foods, beverage and their appropriate service. Skill and supervision
are essential for providing quality service, as guests will not enjoy a meal/drink if
efficiency is lacking.
 Purchase and Store

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 The main function of this department is to purchase required materials, e.g. goods,
stationery, etc. under the condition of annual rate contract or periodic rate
contract, and storing them appropriately Purchase Manager is the head of the
department.
This department can be sub-divided into:
Purchase: Purchase may be defined as the performance related to the search,
selection and buying of goods and stationery as per the specific requirement of the
establishment. The responsibility of the section rests in the hand of Purchase
Manager. His job is to control all deliveries, checking qualities, quantities and
price in close coordination with concerned department heads.
Receiving: This section is mainly concerned with the receipts of goods and is
managed by a Receiving Manager in large hotels. Purchased goods have to go
through this section, which ensures that the quality and quantity of the items are as
per the specification and standard ordered.
Storage and Issue: This is an essential part of the hotel industry. It maintains par
stock of necessary goods and stationery at all times. It ensures their regular and
timely supply for the immediate needs of each department in a hotel. This section
is very responsible for periodic inventories of the perishable and non-perishable
items, and stocking them in proper places of the storage areas.
The storekeepers are responsible for its maintenance, and for controlling its issue,
withdrawal and exchange. They keep proper record of all deliveries, issue,
exchange and withdrawals.
These details are summarized periodically and entered in the store out/in register,
stock cards and bin cards. In large hotels stores are divided into:
 Dry store/general store
 Perishable store
 Cold rooms
 Beverage stores, and
 Equipment stores
 Engineering Department
The maintenance department is responsible for the day-to-day maintenance and
repair of the equipment, furniture and fixtures in the hotel. The chief engineer is
the head of the department whose main functions are to provide the hotel with
heat, electricity, power, air-conditioning, refrigeration, carpentry, civil
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 engineering, carpentry and furniture repairs, electrical and electronic repairs, plant
maintenance, etc. The engineering department must maintain a close co-ordination
with the entire departments and sections of the hotel for their smooth functioning.
 Account Department
The Accounting department is an important part of the hotel business, monitoring
financial activities such as paid-outs, lending invoices, disbursing unpaid
statements, follow up of outstanding credit, processing pay rolls and compiling
financial reports. The head of the department is the Chief Accountant
Officer/Financial Controller, and the account staffs have the responsibility of
making bank deposit, securing cash and performing other control and processing
functions as required by the hotel management.
o Front office for collection of cash and credit bills of all in-house guests.
o Housekeeping for collection of mini-bar, laundry and valet sales, etc.
o F&B for collection of cash and credit bills of room service, bar sale and sale
of other outlets.
 Sales and Marketing
The sales and marketing department of a hotel is responsible for marketing the
hotel products to prospective clients and identifying new market segments. It is
divided into four functions in large hotels, while in small hotels, the front office
personnel look after the sales and marketing of hotel products and services. It also
participates in fairs, festivals, and conferences and does agreements with travel
agents and companies.
 Personnel/Human Resource Department
The Personnel/Human Resource Department is responsible for acquisition,
maintenance, motivation, and training and development. It must be familiar with
the labour market and labour law to design and develop strategies to attract
qualified employees. It also provides advice and suggestions on wages, salaries,
job, appraisal, and employee welfare. It also manages staff lockers and develops
new techniques to impart trainings to executives and staff.
 Security Department
The primary functions of the security department may include patrolling the
Property monitoring surveillance equipment and insuring that the guest,
employees and their property are safe and secure at all times. The security officer

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 must possess a law enforcement background. He must be well-versed with all
local and state laws pertaining to hotels. Most importantly, he must keep a close
co-operation and coordination with the local police arid civil authorities.
This department is typically categorized as front of the house security and back of the
house security. However, their duties and responsibilities are similar in nature.
1.2 Internship
An internship is a professional learning experience that offers meaningful hands-on
work related to a student's field of study or professional interest. An internship gives
the student an opportunity to explore and develop a career and learn new skills. It
offers employers the opportunity to bring new ideas and energy to the workplace,
develop talent and potentially build a pool of future full-time employees.

o Consists of a part-time or full-time work schedule that does not include more
than 25% administrative or clerical duties
o Provides a clear job/project description for work experience
o It orients the student to the organization, its culture and the proposed work
task(s).
o It helps the pupil to develop and achieve learning goals.
o Provides regular feedback to the intern

Only a few short years ago, the "new" economy was booming. University graduates
and those holding professional degrees enjoyed a host of employers seeking their
talents. From investment banking and blue chips to non-profits and start-ups,
opportunity was everywhere. Today, top jobs across all industries and functional
capacities have dwindled to a trickle. The recruiting process has become increasingly
competitive and candidates need more initiative and tenacity than ever to land the job
of their choice. Internship is a system of on-the-job training for white collar job,
similar to an ‘apprenticeship’. An internship may be either paid or un-paid. Internship
is non-profit organization such as part time; typically, they are part time during the
university year and full time at summer. They charity and think tanks are often un-
paid and volunteer positions. Internship may be full time or usually last for 6-12
months, but can be shorter or longer based on the industry they are intern for. The act
of job shadowing may also constitute interning.

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1.3 Background of the Study
BHCM is one of the most sought and desired degrees by the students all around the
world. This course provides training and skill development to meet the needs of
people seeking employment in management position in the Hotel industry. The
curriculum for BHCM is structure to produce a hotel professional, after the successful
completion of the course. The Bachelor in Hospitality and Catering Management
programmer has been designed to prepare the students to enter the hospitality industry
at the supervisory level in areas of hotel and catering operations. BHCM is a special
purpose program in semester system designed to produce trained and skilled
workforce required for the hotel and tourism industry and also to conduct long term
higher level academic programs to produce managerial level personnel. In the Hotel
Management course we learn how to successfully lead a business in the international
hospitality industry as a manager or as an entrepreneur. We learn to translate the
wishes of a guest into an appealing, customer-oriented product or service. We learn
how to find the right balance between “how do I run my business” and “how do I
pamper my guests”. The hospitality sector is not for those seeking a nine-to-five,
Monday to Friday work pattern. It is an environment that does not appeal to
everybody. However, it may be ideal for you if you want to work in a customer-
focused business environment where there is a wide range of specialist opportunities
and, for those who are flexible, the opportunity for rapid career progression. It is not
uncommon for successful management trainees to reach general manager positions in
large hotels within five to seven years of starting their career.

1.4 Objectives of Internship

The internship program provided an opportunity to learn in a real work setting main
goal of internship was to gain experience of working in an organization where the
theories and Skills learnt at college could be implement. During internship period, as
an intern set specific objectives which are as follows:

• To develop a practical understanding of how an organization operates

• To develop interpersonal skills by interacting with professionals

• To understand the corporate culture and learn to adapt to the culture.

• To determine whether a particular field could be pursued for a future career path.

10
• To translate classroom theory, knowledge and skills into contemporary
organizational settings
• To be aware of the possible challenges and problems that could occur in an
organization.

• To understand the strategies, policies, SWOT analysis adopted by Atlantis the

Royal.
• To establish and develop a professional network.

• To develop an appropriate work behavior

• To provide customer satisfaction.

• Assisting to complete target/achieving desired goal of the organization.

1.5 Methodology
The theoretical knowledge is not sufficient these days for the completion of the
studies, the theoretical knowledge and practical should be followed together in order
to achieve a full course of study. As hospitality is a practical subject we must also
gain practical knowledge and practical should be followed together in order to achieve
a full course of study. As hospitality is a practical subject we must also gain practical
knowledge through participating in hospitality related organizations. The main
objectives of the industrial practice are to familiarize the BHCM students with the
operation and management system of the hotel organization. And also helps to bridge
the gap between theoretical input and the real life experiences.

There are certain processes that are to be followed for completing industrial exposure
which might be called methodology of internship for BHCM. There were various
procedures followed during the method to go before internship which are as below.

1.5.1 Organization Selection

Selection is the process of choosing the right person for a job out of a pool of
recruited candidates, legal discrimination among job candidates. Organization
selection for the internship we had different option to choose the various hotel either
in Nepal or outside. For an Internship program I choose Atlantis the Royal, Dubai,
U.A.E. For this selection, I had to go through the process of online interview; the
interview was undertaken by the human resource department along with Head of
department. I also had to go through the process of medical report for foreign

11
internship program. I had selected Atlantis the Royal, Fujairah, for my practical
internship. I worked in Food and Beverage Service Department during internship
program.

1.5.2 Placement
Placement refers to action of placing someone or something somewhere for an
internship program, an intern was placed in Atlantis the Royal, Fujairah as a trainee in
Food and Beverage Service Department. Firstly, orientation program was held on
octuber 05, 2023 and the very next day internship program was started.

1.5.3 Duration and Activities

I was placed in Food and Beverage department as per the following table:

Table 1: Duration of Internship

S.NO Name of Department Date Days

1 F&B Service 29th August 353 Days
2022 to 18th
August 2023

Activities
During internship program I performed service activities in the organization under the
supervision of hotel staffs, supervisors and managers. I was given a certain duties and
responsibilities that had to be carried out to ensure guest satisfaction and meet the
common organization goal. Some of the activities are as follows:

• Serving food and beverage to the guests.

• Maintaining friendly and professional relation with guests and collogues.

• Preparing the beverage as per the company standard.

• Handling cash and bills.

• Ensuring the guest satisfaction.

• Costing and cost control.

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 CHAPTER 2
PRESENTATION AND ANALYSIS
2.1 Brief Introduction of Hotel Industry

One of the fastest growing sectors of the economy of our time is the hotel industry.
The hotel industry alone is a multi-billion dollars and growing enterprise. It is
exciting, never boring and offer unlimited opportunities. The hotel industry is diverse
enough for people to work in different areas of interest and still be employed within
the hotel industry. This trend is popular all around the world including our country
Nepal.

Modern hotels provide refined services to their guests. The customer's or guests are
always right. This principle necessitated application of management principles in the
hotel industry and the hotel professionals realized the instrumentality of marketing
principles in managing the hotel industry.

The concept of total quality management is found getting an important place in the
marketing management of hotels. The emerging positive trend in the tourism industry
indicates that hotel industry is like a reservoir from where the foreign exchange flows.
This naturally draws our attention on HOTEL MANAGEMENT. Like other industries
the hotel industry also needs to explore avenues for innovation, so that a fair blending
of core and peripheral services is made possible. It is not to be forgotten that the
leading hotel companies of the world have been intensifying research to enrich their
peripheral services with the motto of adding additional attractions to their service mix.
It is against this background that we find the service mix more flexible in nature.

The recruitment and training programmers are required to be developed in the face of
technological sophistication. The leading hotel companies have been found promoting
an ongoing training program so that the personnel come to know about the use of
sophisticated communication technologies.

2.1.1 History of the Hotel Industry

The hospitality industry’s history can be traced back by the end of 1700s in the
Colonial Period. This industry has been the subject of important development over the
years as it has faced many obstacles such as the World Wars, the great depression, the

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industrial revolution and other social changes. However, the hotel industry as seen
today in its modern concept took place in the 1950s and 60s.

The idea of renting an accommodation to visitors appeared since ancient times, and
the modern concept of a hotel as we know started 1794, when the City Hotel opened
in New York City; the City Hotel was claimed to be the first building designed
exclusively to hotel operations. Other similar hotel operations follow the trend and
appeared in other cities such as Philadelphia, Baltimore and Boston in 1809.

The 1760s industrial revolution has much lead to the emerging of hotels everywhere,
mainly in England, Europe and in America. The advent of new ways of
transportations, hotels and resorts outside of major cities was built in the countryside
and began promoting their scenery and other attractions. The concept of the vacation
was developed and available to more and more of the population. In the 1920’s, the
construction of hotel took a boom phase where many well-known hotels were opened.
As from that period a flow of famous hotels flooded in America and the rest of the
world with prominent brand such as Radisson, Marriott, Hilton and more others.

2.1.2 Growth of hotel industry

The emergence of the hotel as a significant commercial institution, however is a
development of the past few centuries and may be traced by example in the U.S.A.
The location of hotels has always been related to the transportation available. During
colonial times, hotels were usually situated in seaport towns, but by the end of the 18 th
century, when the stagecoach had increased travel within the U.S.A., many inns and
taverns were constructed to offer lodgings along highway routes. After the
construction of railroads in the 19th century, larger hotels were built near railroad
stations to accommodate railway travelers. The Old Waldron Astoria Hotel in New
York City and the Brown place in Denver, Colorado, were among the first such
luxury hotels,

but their rates were too high for the average traveler. Shortly before the world war1,
large hotels offering many services at prices within the reach of middle-income
groups were constructed. In the 20 s, professional schools of hotel management were
created to prepare Americans for position in the industry. Technical schools were also
established to trained skilled employees such as chefs. Today many colleges and

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universities offer a degree in hotel administration, and trade school provides courses
in both hotel and restaurant work.

Realizing the organizational needs and the promotion of hotel, Hotel Association of
Nepal (HAN) has been established in 1967. In the year 1972, "Hotel Blue Star" has
been established, located at Thapathali, Kathmandu. Slowly and gradually, with the
increase in the number of tourists visiting Nepal has created a new dimension in the
field of hotel industry. By the end of 2008, there were almost 9 five star hotels, more
than 20 four star and three star hotels and more than 100s of tourist standard hotels,
located inside and outside the valley.

2.1.3 Contribution of hospitality industry in GDP

The hospitality industry is growing very rapidly and contributing nearly 10 % of the
world’s GDP (Biella, 2000). In the last decades the hospitality industry has got much
importance of vigorous process of expansion. Consequently, the hospitality industry is
expanding globally and promoting its growth in a changing multicultural
environment. Hospitality is being built at regional, national and global levels.
Internationally oriented hospitality industry with different companies competes also
locally and regionally. A great number of indicators show the sign of economic
growth predicted by the International Monetary Fund and this growth will be
distributed unevenly in developing countries (6.4 %) and (2.2 %) in advanced nations.
Hospitality industry constitutes many subsectors; hotels and restaurant is one of most
source of economic growth.

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 2.2 Brief Introduction of Atlantis the Royal

Figure 1: Atlantis the Royal

ATLANTIS THE ROYAL

In a prime location with panoramic views of the Indian Ocean on one side and the
Hajar Mountains on the other, Atlantis the Royal is a 5-star hotel featuring lavish
facilities. An airport shuttle is available upon request. The hotel’s guest rooms are
very spacious and all offer views of the sandy beach. The rooms also feature an over-
size luxurious bathroom, with a separate walk-in shower and a bathtub. Many of the
rooms also have private balconies.
a) Location under map:
N 25o 30’ E56o 21’

Figure 2: Location under map

b) Guestrooms and suites:

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• 218 sea facing rooms
• 42 standard rooms without balconies
• 112 superior rooms with balconies
• 16 superior rooms with terraces
• 35 LM club rooms
• 10 executive suites with corner terraces (97 square meters)
• 1 presidential suite/penthouse (750 square meters)

’s main restaurant serves breakfast, lunch and dinner, including themed buffets.
There are restaurants that specialize in Italian, Indian and Thai cuisine, as well as a
beachfront restaurant that provides outdoor dining. Recreational facilities at the hotel
include a large free-form swimming pool, a luxurious spa offering a range of
treatments, a fitness center, and a water sports center. Kids at the hotel can enjoy the
Penguin Club. There is also a children's swimming pool and a playground with
various games and means of entertainment.
c) General facilities:

• Business center with boardroom and two multi-purpose rooms

• Banquet hall with capacity of 350 guests
• Three meeting rooms adjacent to the banquet facility
• Seven shops
• Outdoor stage
• Parking space for 200 cars
• Laundry services

d) Excursion and activities:

• Scuba diving in the Al Boom and other diving sites

• Safaris and mountain trekking
• City sightseeing
• Boat and Dhow trips
• Mountain, coastal and heritage discovery tours
• Tranquil Spa

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 2.2.1 Food and Beverage Operation
Our Promise

• We, the F&B Team will anticipate, listen and respond to our customers. We will
extend barriers and create a new horizon of unsurpassed guest experience on the east
coast.
• We at “Atlantis the Royal” are committed to treat each of our employees as
individuals by empowering, informing, respecting, provide training, development and
give equal opportunity.
• We will play a leading role in our social environment in promoting eco-friendliness
through appropriate use of resources.
• We commit to provide and maintain a safe and healthy environment to all.

• And with efficient financial management, we will optimize our revenues without
compromise to service standards.
•
2.3 Food and beverage outlets and operating timing
2.3.1 Outlets
I. Dinner by Heston Blumenthal: -

Figure 3: Dinner by Heston Blumenthal

• Located at the hotel on upper ground floor

• Open –Normal days10:00hrs -22:00 hrs. Weekend -- 10:00- 23:00hrs
• Open daily
• Serving coffee, tea, juices, pastries, cakes and sweets
• Promotions changes every month
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 II. Nobu by the Beach: -

Figure 4: Nobu by the Beach

• Open from 09:00hrs – 19:00hrs daily

• Located at pool side
• Serving cocktails, ice cream, juices and menu from Beach new kitchen
• Serves alcoholic beverages
• Monthly promotions apply.
III. Jaleo by José Andrés: -

Figure 5: Jaleo by José Andrés

• Located at the Beach and pool side area

• Open from 10:00hrs-24:00hrs. Daily
• Serving snacks, Cocktails and Cool drinks
• Shisha is also available in a wide variety of flavors, cost per shisha
• Service alcohol beverages
• Monthly promotions apply

IV. Ariana’s Persian Kitchen: -

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 Figure 6: Ariana’s Persian Kitchen

•Located in front of the Diving Centre

•Open 12:00hrs -17:00hrs for Lunch and 19:00hrs -23:00hrs for Dinner.
•Serving only Beverages – 17:00hrs to 19:00hrs and 23:00hrs to 00:00hrs
•Serving Grilled Food
•Monthly Promotions applies.
•Dress Code: Beach Casual

V. Ling Ling: -

Figure 7: Ling Ling

• Located Near the Swimming Pool

• Open 12:00 hrs. to 15:30hrs for Lunch and 19:00hrs to 22:30hrs for Dinner
• Serving Italian Food – Pizza, Pasta, and Daily Soups
• Monthly Promotions applies.
• Dress Code: Casual during the day and smart Casual for dinner

VI. Heston’s Cocktail Bar: -

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 Figure 8: Heston’s Cocktail Bar

• Located in 20th floor

• A Family Bar
• Opening Timings: Sunday to Wednesday 18:00hrs-01:00hrs, Thursday & Friday
180:0hrs-02:00hrs.
• Holidays 12:30hrs to 02:00hrs.
• Sports Channel Available on operation hours
• DJ Vibe (Band subject to change)
• Dress Code: Smart Casual
VII. In Room dining: -

Figure 9: In room Dining

• Open 24hrs
• Serving a wide range of delicious cuisines and drinks in the room for breakfast,
Lunch and dinner

VIII. Views Restaurant: -

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 Figure 10: Views Restaurant

• Located on the lower ground level, Open 24hrs

• Serving international food on buffet an A la Carte
• Breakfast 07:00 hrs. -10:30hrs (During Friday 07:00hrs -11:00hrs)
• Lunch 12:30hrs -15:00hrs (During Friday Brunch 12:30hrs -15:30hrs)
• Dinner19:00hrs -22:30hrs (During Thursday & friday19:00hrs -23:00hrs)
• Dress code: Causal to Semi Formal
• Meals for teenager above 16years will be charged at the standard menu price.
• Children below the age 12 years may enjoy the children buffet in views restaurant
or they may order from the children’s a la carte menu at any outlets as compliment
or may order from regular a la carte menu, with 50% discount.
• Children aged 12 to 16 years may order from the regular a la carte menu in all of
the outlets, with 50% discount

IX. Views theme nights

Table 2: Views theme nights

SATURDAY AND SUNDAY WEEKEND BARBECUE

TUESDAY ITALIAN NIGHT
FRIDAY TASTE OF EASTCOAST
EVERYDAY WINE DISCOVERY

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X. Cloud 22:-

Figure 11: Cloud 22

•Breakfast: Taste restaurant 07:00-11:00

•Special coffee/ tea/ soft drinks/ fruit juices: club lounge 10:00-22:00
•High tea: le Meridien club lounge 16:30-17:30
•Special coffee/ tea/ soft drinks/ fruit juices: club lounge 19:00-22:00
•Happy hours: Astros bar 19:00-21:00
•Complimentary Wi-Fi access available in le Meridien club lounge

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2.3.2 Operating timing

Table 3: Operating Timing

S.no Outlets Timings

Breakfast Lunch Dinner
1 Views 7:00 – 12:30- 07:00-
10:30/11:00 03:00/03:30 10:30/11:00
2 Gonu bar 12:00-17:00 Lunch 17:00-19:00 Bev. Only

19:00-23:00Dinner 23:00-24:00 Bev. Only

3 Sapore 12:00-15:30 07:00-10:30
4 Astros 18:00-01:00/02:00
5 Taste 07:00-11:00 07:00-10:30
6 Tea & dates 10:00-22:00/23:00
7 IRD 24hrs Service
8 Pool bar 09:00-19:00
10 Beach bar 10:00-24:00
11 LM club 10:00-22:00
Lounge

2.4 Accommodation
As I am completing 1year internship in out of country (UAE) hotel are providing
accommodation for me. On the arrival you will be given an envelope containing the
key to your room and flat along with the rules and regulations and the inventory of
item for our use and which are responsible for us.

The associate complex and its facilities are our home for the time you are employed in
the hotel.

It’s require our assistance and cooperation to ensure that the accommodation is safe,
secure, clean and well maintained. Our association complex has been built especially
so that associates have a place to relax when not on duty and offers the following
facilities:

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• Furnished air- condition accommodation

• A laundromat for washing our personal clothing, internet room.

• A kitchenette for associates who wish to cook their own personal meals.

• Gym, sports facilities, volleyball/ basketball court, billiards table, table tennis,
badminton (ST. PATRICK’S 24hour lounge)

• A shop where we can purchase everyday items.

• There will be regular inspection of our room by the management and associate to
ensure the highest standards of cleanliness and maintenance are met all the times.
• Pets are not allowed on the complex.

Below are the listed benefits and the facilities from the hotel:-

• Complimentary accommodation

• Complimentary meals

• Complimentary Uniform and shoes

• Complimentary Accommodation facilities such as WI- FI, Personal security from

outside threats.
• Health insurance cover

• 24 Hours Nurse availability

• Passport security

• Tools to perform the work

• Tips

• A buddy who guides throughout the training program.

• The complete communication channel which makes us empowered.

• Monthly training schedule which is being broken up into daily and been
conducted by the Supervisor/ Manager.
• A quarterly check on the progress of the performance.

• Plenty of social beneficial trainings such as First aid, Firefighting, Earth quake
training and so on.
• Our supervisor keeps motivating us to perform better and better.

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• Accommodation has Gym, recreational facilities, Bar (To rejuvenate and to
balance the work and the personal life), Laundry and so on.
• Any grievances can be consulted directly Through the Director of HR with the
open door policy and brings partiality inside the organization.
• A very friendly environment to nurture my talent and to showcase and improve
my skills.

2.5 F&B Service Department:

F&B is also known as Food and beverage service department. Food and Beverage
Department (F&B) is responsible for maintaining high quality of food and service,
food costing, managing restaurants, bars, etc. Whereas, intern, had worked in aqua
restaurant and observed, experience the activities of the department and learned
possible outcomes of the internship program. An intern used to work for 1 year and
give 9 hours for the F&B department. For internship program. In this department as
intern has serve the food and beverages to the guest, greeting guest, wiping the
cutleries, glasses table setup, clearance, etc.

2.5.1 Observation and Experience

Intern encounter communication barrier, not familiar with the system, high pressure
work, entry level, interaction problem with customers, language problem with
cutleries crockery, food & beverage items. Intern experiences all the above task held
in F&B department.

2.5.2 Learning and Outcomes

Internships simply helps us to know about the field and let us choose our path towards
our carrier. It is beneficial for the interns and the property. Internship helps us to learn
more about the workplace and enhance our communication skills, learning skills and
helps us to grow in the field of interest. Some of the benefits of internship are as
follows :-

• Enhance work experience: the most important benefits that I got from my
internship is work experience which is really important for us to know about our
job from root level which teaches us the most.

• Explore career path: gaining valuable work experience is already one of my useful
elements for exploring my career path.

• Internship helps to find much more opportunity in the path of carrier.

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• It helps in developing the work skills further more.

• It helps me to connect me with professionals.

• Builds confidents within ourselves.

• Helps to understand the people and connects with them.

• Enhance the grooming and living standard.

• Helps to take the favourable decisions at work place.

2.6 Analysis of activities in F&B Department

Internship program held in United Arab Emirates for 12 months in Atlantis the Royal
was challenging for intern, we Interns used to face lack of job enrichment and
enlargement, monotonous of continuity of same job, high pressure work/load of work
through which intern would experiences no time gap. Intern were provided with
various chances to explore ourselves which we weren't got at some moments. As in
morning shift we had to look after breakfast which was really tough as there used to
be hundreds of guest to be look after and used to be very hectic throughout the
operation as at that time the guest flow used to increase drastically. Staff of the
company had no team work which present obstacles for an intern in F&B department.

2.7 Problem solved

The entire problems and obstacles encounter by me as an intern was solved by mutual
co- ordination with staffs, supervisor and other departments. Captains and supervisors
were very helpful and cooperative. As an Intern, I was new at the workplace and
encountered various problems but with the help of my collogues and superiors, I was
able to face the problem and tackle it with ease. Some of the challenges and problems
I faced during Internship are listed below along with the solution I found during that
particular problems:-

• Problem: performance delivery

As I was working in F&B department performance delivery is one of the
challenging things that I faced in my internship. It is hard to give quality work in
limited timing but also we cannot give the low quality work in a particular time
which I found little bit tricky and the challenging.

Solution: the solution I got for this problem is it depends on how we manage and
adjust ourselves with the quantity and quality both because yes everyone knows

27
 we cannot finish everything at same time, so we need to adjust the time and work
which helps us slowly improve our work and speed.

• Problem: difficult to adopt in the environment.

We go directly in the workplace and hotel industry internship is about working
from the operational level which is difficult to understand the system and adjust
ourselves in a particular work for the first time. If any problems or complains are
arrised we are the first one to see and to receive both so it is hard to analyze and
give feedback shortly.

Solution: always ask for the proper orientation and ask for the any question that
arises in your mind. Always try to pass any problem or complains that you got to
your senior as soon as possible.

• Problem: being your work unnoticed

Internship is that work where we need to go directly in the field of hard work for
longer period of time. As an intern working first time in the industry we might be
doing very good but still finding yourself in rarely appreciated may be the
problem.

Solution: for such kind of problems the solution might be that hard work cannot
be unrecognized for long time where perseverance is the key.

• Problem: difficult in managing time

As we working as a full time for the first time, that means we spend our most of
the time on work so that it is really hard to manage time. It was quite challenging
to adjust between professional and personal life. Reaching late for classes and
submission assignment late are tolerated by the teachers but in a professional work
life it is not acceptable.

Solution: it is not a problem that only one goes through, everyone goes with this
situation for which we can get solutions overnight it is about learning and
practicing a self-grow and being practical with the work life and the personal life.

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 CHAPTER 3
CONCLUSION, RECOMMENDATION AND
SUGGESTION
3.1 Conclusion
I got an opportunity to work at Atlantis the Royal as a trainee which I am very
grateful to it. I got the positive response from the staff member of the hotel. I was
always appreciated for my work which motivated me to work even harder. I really
enjoyed my internship period as it increased my interest to make my career in this
field as I enjoyed working in this field.

I thank to Kantipur International College for providing best opportunities to this

industrial program. This program helps me for motivation, confidence, interacting
with guest. This industrial exposure program helped me to get knowledge and to show
my creativity for effective result. The training on F&B department has a fruitful
impact over my practical knowledge. I got to know the interrelationship duties and
responsibilities between the different departments. The training was very informative
and I got a new experience. Through training I got the experience on hotel and about
its profession and got self confidence in handling the work. We learn to work better
together and help each other; it is here where we learned to be a better team player.
It's never day or night in Hospitality industry, guests are always on handle pressure in
high occupancy, we learned to work in team and handle. We learned guests while
doing heavy duty. The supervisors and captains were wonderful teacher, who helped
us to provide new skills and create new attitude towards work.

3.2 Recommendation
Working as an intern (trainee) in Atlantis the Royal, Recommendation are the
followings:

• Training program should be revised and modified to make it more meaningful.

• The number of trainees should be kept as per the requirement.

• All the trainees should be given the details and information about the department
they are going to be trained in advance. This will help them to make themselves
prepare for the training.

29
• It will be better, if the trainees got chance to train in the all the main departments
in their training period. So that they will be capable to utilize their knowledge and
ideas to the work environment and they will get the chance to observe themselves
where they will be fit.
• It would be better if intern got a role play in more other departments like that
internship program would be meaningful. Kitchen, bakery, HR, etc.

3.3 Suggestions
Internship program held in UAE for a year made an inter stronger to the practical
work life. The depth knowledge of the hotel makes an intern to find out the positive
and negative aspects of hotel. Thus, intern could work more effectively and
efficiently, as an Intern some suggestions for the hotel as given below: -

• Evaluating routine performances of the trainee and trainer and correcting them.

• Building a systematic training program for new trainees in hotel.

• Providing motivational training on the job to enhance team performance.

• Team building and assigning them proper task and routine. The most important
of all, the management must always try to put up the spirits of the employees and
all the time to boost their energy level and performance.

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 REFRENCES
A Brief History of the Hotel Industry - Customer Alliance. (2024, April 4). Customer

Alliance.https://www.customer-alliance.com/en/resources/article/hotel

Atlantis the Royal(n.d.-c). https://www.atlantishotels.com/en/abu-

dhabi/atlantis-the-royal/#home

Hospitality, J. (History of hotel industry. J.S. Institute of Hospitality

Management. https://www.jsihm.com/history-of-hotel

Hotel Brochures and magazines

https://www.zomato.com/Dubai/atlantis-the-royalall-day-dining-atlantis-the-royal

https://www.atlantishotels.com/en/dubai/atlantis-the-royal

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