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ABSTRACT
This training is the study of the functional management of the HOTEL
IMPHAL. The Manager and the Head of each section of the hotel are
selected for the collection of the information and the data.
The information collected are almost all the functions of the section.
The material required for the proper functioning of the section and all the
book to be maintained in each are collected as a formatted one. These
informations are collected for analysis of Hotels facilities and if there is
lack of good facilities then it is to make upgrade and improve.
From the analysis of the information that had been collected on behave
of the functional management and materials required, we can make the
findings and suggestions. Suggestion is given in order to improve the hotel
with modern facilities. Suggestion are made to improved what the
employee want to improve on their section for smooth running of the hotel.
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INTRODUCTION OF THE STUDY:
In the north eastern corner of India the wonderly little Shangri-La called
MANIPURis shining with enormous beauty of nature. It is just like a little
paradise on the earth where Mother Nature has been extra generous in bounty.
The nature has provided a lot beauty that attracts the tourist toward itself.
With the coming of 21st century it has been discovered the great tourist
place. An oval shaped valley surrounded by glue green hills rich in art
tradition has inspired description such as the Switzerland of the east with its
cascading rapid, trapping rivers, carpets of flowers, exotic blooms and lazy
lakes.
Manipur being a tourist place a lot of tourism is department of Manipur
has organized HOTEL IMPHAL. It is a collaboration of tourist department
of Manipur. It is run by government of Manipur for the well fare of Manipur
and the tourist and the guest. Among the tourist place of Manipur some of
them are Lotak Lake, sadu chiru waterfall, Siroi Lilly, Dzuko Valley,
Khonghampat Orchidarium, Leikoi pat.
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INTRODUCTION TO THE HOTEL
HOTEL IMPHAL is 2-star hotel run by the government of Manipur.
It is located in the Imphal city at the North A.O.C. point of Imphal . it was
establish in april 1980. The foundation stone was laid by the Chief Minister
of Manipur Shri R.K. DORENDRA SINGH on 14th November 1975 and
inaugurated by the Chief Minister of Manipur on 26th January 1978.
The aim the Hotel is to give good and comfort living top the guest
came to stayed at the hotel. The guest are almost the tourist being Manipur
a tourist place. It is collaborated with the Tourist department of Manipur
also.
FACILITIES:
In-campus restaurant facility
In-campus beauty parlor facility
Area of 400*450 ft with good environment
Telephone
FAX
Internet facilities
Every Sunday a trip is organized by the management to visit
the tourist place.
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OBJECTIVES
To find out the employye satisfaction regarding
the welfare and safety measure provuied by the
organisation.
To study the functioning of each section .
To study the working status of the employee
toward the hotel.
To study the appropriate facilities provided by
the hotel for the employee as well as for the
guest also.
To study the veiw of the employee toward the
guest.
To give the suggesttion if any to improved the
welfare and safety measure.
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LIMITATION
The following are the limitation of the study
The executive were too busy to give the detailed information on
limitation/drawbacks or the positive aspects of the recruitment and
training programe.
The method of data collection was only through questionnaire, the
respondent have no time for interview.
Only 14 days inplant training is not enough to study the hook and
corner of the hotel.
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HOTEL OVERVIEW
HOTEL IMPHAL
A UNIT OF MANIPUR TOURISM
(A Government of Manipur undertaking Hotel)
HOME AWAY FROM HOME
HOTEL IMPHAL INSURING YOU A HOMELY AND COMFORTABLE
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HOTEL PROFILE
The HOTEL IMPHAL is certainly one of the top class 2 star hotels
in Manipur. It suits as an ideal option to the travelers who wish for the best
of lodging and food while traveling to the mesmerizing city of IMPHAL.
Location : North A.O.C. point Manipur
Owner : Manipur government
Year of establishment : April 1980
Foundation stone laid by : Shri R.K. Dorendra Singh (CM Manipur on
14-11-75)
Inaugurated by : Shri Yangmaso Shaiza (CM Manipur on 26-11-
78)
C.E.O. : B.B. Sharma
Total no. of department : Six (6)
Total no. of employees : 60 (47 regular & 13 contract basis)
Total no. of room available : 64
Collaborating sector : Tourism
Area of the hotel campus : 400*450 feet
Competeting hotels : Hotel Nirmala, Hotel Anand Continental,
Hotel Excellency, Hotel Bheigo, Hotel Prince,
Name of current managers : KH. Gambhir Singh (Senior manager)
A. Shyamachoron sharma (asst. manager)
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Accommodation in Hotel Imphal Manipur
Hotel Imphal ( 2 Star) run by the Tourism Department offers A/C
and Non A/C rooms with modern facilities. Phone No.
220459/224354/223250/223723 STD Code
Fax: 0385-224354, 221561
E-mail: [email protected]
State Guest House - Phone 221212
Types of room available
The heavily yet aesthetically decorated rooms at this hotel are
classified into the following types:
Special Educative Suite
Educative suite
Suite
Deluxe room
The details are given in house keeping section
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HOTEL OPERATION SECTION
The Hotel Imphal has the following section in performing hotel function:
FRONT OFFICE SECTOR (RECEPTIONIST)
HOUSE-KEEPING SECTOR
FOOD AND BEVERAGE(RESTAURANT)
FOOD PRODUCTION(KITCHEN)
MAINTENANCE SECTION
ADMINISTRATION SECTION
Now we will discuss these different sections of hotel one by one in details.
The different sections have their own function to run the hotel effectively more
smoothly.
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FRONT OFFICE SECTION:
Head of the section :Kim Thangjam
Receptionist :konsham Pramodini
No. of employee :8 employees
Front office section is the back bone of hotel. The hotel is depend on the
reception or front office section, because all the guest coming to the hotel is first
welcome by the receptionist and perform their duty to please the guest. To make
the guest happy and please is to be done the receptionist. They are doing to please
guest in their best level.
They have to explain or broadcast a summary of the hotel and the facility
available in hotel. First of all they are trying to take information of the guest and
their thought about the hotel. They have to display about the room available in
hotel.
BOOK MAIMNTAIN BY FRONT OFFICE SECTION
The books to be maintained are as follows:
Reservation dairy
Guest registration card
Receipt book
Active bill
Arrival and departure book
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We will analyses the book to be maintain in details
Reservation dairy:
It is the record book use for booking of hotel room. All the
information of booking is made through this book, name of the person
through which the guest book the hotel and the information of the date of
arrival and departure and the type of the room in which the guest is going
to stay are all mention here.
The Reservation diary consist of the following particulars:
Name of guest Type of room Date of arrival Date of
Departure
Bookings
The date of departure is enter at the time of leaving the hotel this is taken
for the secure of the hotel as well as the guest also. And the bookers name is
that the person who is booking for the guest as in case the guest is foreigner
or from the other state of India, so that they cannot come personally so they
contact some person as bookers .
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Guest registration card:
It is the card of the guest with full information of the guest for secure ness
of the guest as well as the hotel. This is issued with the signature of the
guest. For each and every guest this guest registration card are made. It took
the details of the guest like nationality, name, address, date of arrival,
purpose of arrival and departure date ( to be fill at the time of leaving the
hotel)
This card has the following column
Guest Name :
Address :
Nationality :
Date of Arrival : Date of Departure
Signature
This guest registration card used for the secure purpose and provide for
each and every guest. They are identifying the guest by this guest
registration card. Guest registration card is very usefull to the guest as well
as to the hotel also.
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Receipt book:
Receipt book are use for making overall bill of the hotel. For each and
every bill a receipt is issued for each from the receipt book.
The receipts are made for charge mention bellow:
Particulars Amount
Toward charge for room rent/advance deposit
Toward charge for food and Beverage / advance deposit
Toward telephone
Toward miscellaneous
TOTAL
It also took the record of advance deposit toward any charges. Receipt
book is very much important for preparing the hotel bill. So the receipt is
keep in proper place so that if the guest to see the receipt it is to be shown so
that the guest has no confusion on his or her bill.
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Active bill:
Active bill is the record book of receipt book. All the information on
receipt book are enter here. It is more safety than that of the receipt book in
the sense that it is the collection if such receipt.
It has seven column for seven days of a week. It took the details of
fooding and logding everyday.
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
The charges of the day are to be calculated in the following day to get
the appropriate bill of the day. This is because the guest may use the
restaurant or telephone till late night so it is better to calculated the bill the
following day. They have to do billing in proper manner so that there may
not arise miss billing that the guest may be disappointed on their work and
they must take a lot of care on this matter.
Arrival and departure book:
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The details that have been taken in guest registration card are recorded
with more appropriate in this arrival and departure book. It took the record of
the guest with full information such as the purpose of visit to Manipur
because the is almost the foreigner or from the other state of India, address
of the guest, room number allotted to him, serial number i.e. the serial
number of the guest registration card, total amount to be paid to the cash
counter are all recorded in this arrival and departure book. It is shown to the
guest if they want confirm and is almost shown at the time of leaving the
hotel.
This book is the last and final record book to be maintained in the front
office or the receptionist. If unluckily something happen to the guest in this
time they may inform to their family.
Opinion from receptionist:
The equipments used in the front office are not appropriate with day-to-
day life style. The equipments are all out dated one they wanted to upgrade
the equipments. Other are fulfill there is no miss understanding between the
staff member. Only the equipments they wanted to upgrade.
HOUSE KEEPING SECTION:
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Senior house keeper : Daina Devi
House keeper : K. Bheigya singh
Room mate : A. Devjani Devi
No. employee : 11(8 are room boy)
About house keeping:
House keeping means the proper maintenance of house. It is the
section that looks after the room of hotel so that the room is looking very
neat and clean. The main function of this section is to the hotel neat and
clean specially the room of the hotel.
All the cleaning and maintenance are done by the room boy under the
guidance of their senior.
The house keeping is also playing a major role in attracting the guest
by making the room good and pleasant enough and decorated in proper
manner which will help to attract the guest.
The main function of house keeper section is that cleaning and
furnishing of the room. Cleaning and the furnishing is done not only the but
also the each every corner of the hotel is also done.
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Cleaning:
The cleaning essential for each and every part of the hotel but took
extra special to the room. To keep the hotel neat and clean it is necessary to
the surrounding and environment of the hotel neat and clean first. Room
cleaning is also done if the guest asked to do so.
Kitchen, dinning room, conference hall are all clean and furnished by
this section. Cleaning is done frequently in order to keep the hotel neat and
clean.
Cleaning is done from the upper part of the room and finish at the
flour. After finishing the cleaning of room then bathroom are done in
sequence.
Furnishing:
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Furnishing the room is necessary to look the room clean enough and
beauty, making the bed in proper manner , the table, the chair, and each and
every material of the is to keep in proper place and proper manner. The
materials that are needed are provided by this section of the hotel.
Needs of room:
The material that are needed in the room are provided. They are
Linens
Bed sheets
Pillow cover
Blanket
Towel
Jug
Glass
Ash tray
Mug
soap
Bucket etc.
Almost al the needs of a room are provided for the satisfaction of
guest. Making the guest satisfied is the duty, so they try to make guest
satisfied.
EQUIPMENTS
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The use full equipments that are use in cleaning the room are as
follows
Bloom
Wave remover
Carpet brush
Mopher
Spray
The equipments has their own function, they are use when they are
needed. Different equipment are use as they are needed.
INGREDIANT:
In cleaning the room different type of ingredient are used for different
purpose. Some of the ingredient that are us in cleaning the hotel room are
Harpic
Vim bar
Phenyl
Room fresher
Odonim
Naphthalene ball
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Some of the ingredients are Amway products, some of the Amway
product that uses are
LOC (a cleaning solution)
Persue (a disinfectant)
See spray (a window cleaner)
These equipment and ingredient are change periodically.
BOOK MAINTAINT BY HOUSE KEEPER
The house keeping section maintained three kinds of book namely
Daily issue register
laundry register
stock register
Daily issue registers:
It is a register of record that is issued daily. Whether they provide are
record in this register. The materials like soap, candles, mosquito coil,
matches box etc. per day. It took all this record.
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Laundry registers:
It is the register that took the record of the clothes that are taken for
washing with taking time and returning time after washing. It is done for
secure ness from the loss of clothes. The clothes like towel, curtain, bed
sheet, blanket, pillow cover etc.
The expenditure of laundry is Rs. 4500 approx. per month. All the
record of expenditure done are also made in this laundry register.
ROOM STATUS:
Hotel Imphal provide some different type of rooms for the welfare of
the guest. They are
Special Educative Suite
Educative suite
Suite
Deluxe room
Special Educative Suite
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Air conditioning
Attached bathroom with hot and normal water
One large drawing room
One double bed
Hot and cold running water
Channel music
Telephone
Television
Free newspaper
Educative suite
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Air conditioning
Attached bathroom with hot and normal water
One medium drawing room
One double bed
Hot and cold running water
Telephone
Television
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Suite
Air conditioning
Attached bathroom
One double bed
One small drawing room
Telephone
Television
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Double deluxe room:
A simple and a normal double bed room, this room has tow double
bed and no waiting room. The facilities are
Two double bed
Well equipped bathroom
Telephone
Water filter etc.
ROOM TARIFF PER DAY
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Sl.
no
Type of room Facilities Room
tariff
per day
No. of
room
1.
Special Educative
Suite
Air conditioning, Attached baths,
Hot and cold running water,
Channel music, Telephone
TelevisionFree newspaperRs.4000 5
2. Educative Suite
Air conditioning, Attached baths,Hot and cold running water,
Telephone, one double bed
Television, one medium waiting roomRs.2000 8
3. Suit
Attached baths, Telephone, water
filter, One double bed, small drawing
roomRs.1600 10
4. Deluxe
Attached baths, Telephone
Two double bed, water filter
Rs.600 23
Note Remaining rooms are used for official works
Opinion of house keeper:
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The house keeper gives the following opinion toward the
management of the hotel
They want to increase the number staff so that they performed the
work more effectively.
The furniture that they have are now out dated so they want to
upgrade and increase the number.
They want the up-to-date linens
Want to increase the self confidence so that the hotel may run
smoothly.
Frequent group meeting among the members of each section for
sharing the idea among themselves.
Co-operation among co workers so that they can perform their duty
more smooth.
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FOOD AND BEVARAGE SECTION:
Head of the section :R.K. Sanayaima
No. of employe : 7 employee
Food and beverage is the maintenance of restaurant and the serving
the restaurant. The restaurant of hotel Imphal is given the name of
EMOINU RESTAURANT. All the input i.e. the raw materials to be
used in the kitchen are done and other restaurant service is the main function
of this section.
All the raw-material to be used in kitchen are collected from the
market and hand over to the kitchen. They provide all the necessary
demanded by the kitchen.
They provide
Bed tea in the fast morning
Break fast
Lunch
Snacks in the evening
Dinner
Supper at mid night
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The menu :
MENU
BREAKFAST
1. CONTINENTAL STYLE:
Comprising of small juice,Toast,Butter,Jam,Tea/Coffee Rs.65
2. AMERICAN STYLE:
Small juice/toast, Butter,Jam two eggs to order
(fried/boiled/omelet/scrumbled) tea/coffee Rs.90
3. ENGLISH STYLE:
Small juice/Cornflake, Comprising of toast, butter, jam
Two eggs to order(fried/ boiled/omelet scrumbled) Rs.110
4. A-LA-CARTE:
Pineapple juice Rs.30
Orange juice Rs. 30
Apple juice Rs. 30
Butter toast, jam Rs. 25
Cornflake with milk Rs. 30
Plain parotha Rs.22
Aloo parotha with curd Rs.45
Puri subjee Rs.25
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Milk Rs.20
Tea Rs.15
Coffee Rs.18
Tea pot Rs. 28
Coffee (pot) Rs.35
Black tea Rs.10
Black coffee Rs. 15
Biscuits RS.15
EGGS TO ORDER
Omelet Rs.35
Fried eggs Rs.35
Boiled eggs Rs.35
Masala omelet Rs.40
Scrumbled eggs Rs.45
Paoches eggs Rs.45
Egg Bujiya Rs.40
LUNCH AND DINNER
6. SOUP
Mixed vegetable soup Rs. 45
Cream of tomato soup Rs.50
Cream of chicken soup Rs.50
Chicken com soup Rs.60
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7.CEREALS(NOODLES, RICE)
Plain rice Rs.35
Pea pulao Rs.55
Egg fried rice Rs85
Vegetable chowmein Rs.60
Egg chowmein Rs.65
Chicken chowmein Rs.70
Chicken fried rice Rs.90
8. VEGETARIAN
Paneer butter masala Rs.75
Mixed vegetable subjee Rs.45
Aloo paneer Rs.65
Malai kofta curry Rs.70
Mutter paneer Rs.65
9. PULSES (DALS)
Butter dal Rs.55
Dal makhani Rs.60
Rajmah Rs.45
Plain dal Rs.45
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10. NON-VEGETARIAN
Chichen curry Rs..90
Chicken masala Rs.90
Chicken khorma Rs.90
Mushroom chicken Rs.90
Butter chicken Rs.90
Chicken fry Rs.90
Fish masala Rs.90
Fish tomato Rs.90
Fish fry Rs.90
Egg curry Rs.45
Roast chicken Rs.200
Chilly chicken Rs.200
Chilly chicken (half) Rs.110
Fish finger Rs.90
11. SALAD AND CURD
Green salad Rs.30
Onion saqlad Rs.30
Cucumber salad Rs.30
American salad Rs.45
Curd Rs.40
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12. SWEET/DESSERTS:
Gulap juman Rs.25
Rosugula Rs.25
Fruit custard Rs.45
13. SOFT DRINK
Fanta/ Marinda Rs.30
Thumps up/coca cola Rs..30
Limca/sprite Rs.30
Plain soda Rs.30
Mineral water Rs.22
SNACKS & SANWITCHES
Assorted pakora Rs.35
Egg pakora Rs.45
Paneer pakoras Rs.45
French fries Rs.30
Papad (fry) Rs.6
Pea nut masala Rs.25
FIXED MEAL:
Chicken/fish curry/mutter paneer/paneer subjee,dal,mixed
Vegetable subjee,dahi,green salad, papad,rice, roti/chappati Rs.180
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VEGETARIAN EMOINU SPECIAL
Chak (steam rice)
Shak (mixed vegetable)
Hawai (dal)
Pakora thongba
Utti (local preparation)
Arum plant
Shana thongba (paneer based dish)
Kheer (chakhao kheer)
Hei thongba (dessert)
Iromba Rs.230
NON- VEGETARIAN EMOINU SPECIAL
Nga taoraga thongba (fish curry)
Nga toina thongba (mashed fish)
Shak (mixed vegetable)
Hawai (dal)
Pakora thongba
Utti (local preparation)
Arum plant Rs.350
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FOOD PRODUCTION SECTION:
Head of the section : M.Bimolchand
Specially trained cook : H.Ibotombi
No. of employee : 10 employee (including cooks)
Food production is the maintenance and the preparation of food in
short the maintenance of kitchen. The raw material provided by the food and
beverage section is used to prepare the food. The cooks are trying to make
the food stuff delicious one. The cook are trying in their best level to make a
delicious dish for the guest. Almost they took about 15 to 30 minute for
preparing the food.
Ingredient used in the kitchen:
Some of the special ingredient use in the kitchen is
Black pepper
White pepper
Rose water use for cooking rice
Salad of three type (1) Continental
(2) American
(3) English
Worcester sauce specially used in the Chinese food.
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Soya bean sauce
Chilly sauce
Monosodium glutamate for making the curry tasty
Custard powder
Baking power
Vinegar (red and white) etc.
Equipment used in the kitchen:
Some of the common equipments used in the kitchen are listed below:
Ban nary
Store room
Fridge
Toaster
Oven
Grinder
Boiler
Basin
Gas stove
Pan
Frying pan
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The hotel electric is supplied by a transformer of 300 KVA. This
transformer is used only for the supplied of hotel electric power.
In Manipur there is shortage of power so for back process two
generators of 100 KVA and 125 KVA are used. This generator provides
power to the hotel during the cut off time. The two generator are used
differently for different section. The generator of 100 KVA is used in only in
special executive suit and suit room. And the other generator of 125 KVA is
used in all parts of the hotel for lighting purpose.
Maintenance of water:
Maintenance of water is done for providing hygienic water to the
guest as well as the employees of the hotel. Daily checking is done on
pipeline of water. This pipeline is provided by the PHED of Manipur and
this pipeline supply thrice a week. There is a water tank of 55kl for hotel
used only. The water that are provided is for drinking purpose but the hotel
used packed drinking water bottle. The water come through pipeline is for
other purpose inside the hotel.
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For drinking purposed the water bottle of the company of BISLERI is
used. If the bisleri water bottle is not available the KINGFISHER water
bottle is provided. About 15kl of water is used approximately per day for all
purpose. The water is needed for all purpose so they are taking lots of care so
that the problem of water will not arise.
Opinion of employees:
In this section there is only two employees, but the two employees is
not sufficient, so they wanted to increase the number of employees.
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ADMINISTRATION SECTION:
This section is comprise of
Ministerial staff
Operational staff
Ministerial staff:
Head of the section : Th. German Singh (head
clerk)
No. of employees : 4 employees
One UDC
Two LDC
One peon
This staff section is working with money matter and other
sending and receiving files. Under this section there is two more sub-section
namely
Account section
Establishing section
The functioning of this two section are analyses below
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1.Account section:
All the money matter i.e. income and outgoing money,
expenditure, profit are all taking record and working is done. It took the
record of daily income and expenditure. And provide money for buying
raw-material is done if it is permitted by the manager.
Book maintained by this section:
Account file
Day-to-day expenditure book
Account file
Accounting is compulsory for the hotel for proper and effective
working of the hotel so that they can make a clear accounting for proper
billing. The account file took the record of accounting and keeps it safely
for calculating profit of the hotel.
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Day-to-day expenditure book
Day-to-day expenditure book took the record of expenditure for each
day clearly. The day-to-day expenditure is used from the revenue i.e. day-to-
day earning. After all the expenditure has gone the remaining is the profit of
the hotel. This profit is gone to government of Manipur as it run by the
government of Manipur. About Rs. 3 lacs is monthly income of the hotel
approximately.
2.Established section:
All the complains or the letters are collected and pick up to the higher
authority and after finishing it sent it to the origin. It act as a middlemen
between the higher authority and the other employee. The receiving and
issuing is done by peon of this section.
OPERATIONAL STAFF
Except the ministerial staff the remaining staff of the hotel are under
this operational staff.
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FINDINGS
The employee of the HOTEL IMPHAL are dis-satisfeid with the
equipment provided that they are not matching with the modern living.
The monthly income of the hotel is about Rs. 3 lacs approximately.
Guest visit the hotel throughout the year but in the month of May,
June, July more number of guest visit to the hotel.
The employee of the maintenance section is not enough for proper
functioning of the hotel.
The hotel management organised a tour trip every Sunday to visit the
tourist place of Manipur.
Dedicated works of the employee toward the Manipur tourism through
the HOTEL IMPHAL.
Co-operative work of the employee for better parfomance of their
work.
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SUGGESTION
Improve the equiptment of each and every section with modern
facility.
Frequent meeting among the employee of different section together to
share idea and thought.
Increase numbers of he employee to meet the shortage of employee in
some section of the hotel.
Maintain better relationship between the superior and sub-ordinate as
well as employee.
Proper training program must be given to the employee and special
care must be taken to those new employee.
Furniture of the hotel is neede to improve and maintain proper serving
by the employee.
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CONCLUSION
HOTEL IMPHAL is helping Manipur to develop not only the tourist
but also to any field. Let us work together to develop the Hotel Imphal as
well as Manipur. During my conduct of inplant training at Hotel Impohal,
the employee and the manager of the hotel are helping me very much to
become aware of all the function and section of the hotel. The employee of
the Hotel Imphal is working at their best level to make satifeid the guest.
Lastly I would like to conclude that Hotel Imphal is the best place of
fooding, lodging etc. for a tourist guest.