DECLARATION

I, DILAN L.P, hereby declare that the internship report entitled “AN

ORGANISATIONAL STUDY OF CLUB MAHINDRA RESORTs ” has

been prepared by me and submitted to SDM College of Business Management

PG Centre for Management Studies and Research, is a record of original work

done by me under the supervision of Mrs. DEEPA NAYAK P.

I also declare that this internship report has not been submitted by me

fully or partially for the award of any degree, Diploma, title or recognition.

DATE: 25/07/2016 DILAN L.P.

158728122

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ACKNOWLEDGEMENTThis project report would be incomplete without expressing my sincere

gratitude to all those who have supported me in preparing it successfully.

I would acknowledge my sincere gratitude to my project guide Mrs. Deepa

Nayak P. for her kind guidance and helpful suggestions in every stage of this

report.

I would like to express my sincere gratitude to our honorable

principal Dr. DEVARAJ K. Director, SDM PG Centre for management studies

and research, Mangaluru, for providing me an opportunity to execute this

project in a successful manner.

With deep sense of gratitude I acknowledge the encouragement and guidance

received from the organisation guide Mr Vaidyanathan Mani, Accounts

Manager, MHRIL and Mr Vinod, HR Manager, MHRIL,

I am indebted to all the staff members, at MHRIL, who have supported my

endeavour.

I convey my heartfelt affection to all those people who helped and supported me

during the course of and for the completion of my internship report.

4

CONTENT

CHAPTER

NUMBER

TOPIC

PAGE

NUMBER

1 INTRODUCTION 6 – 7

3 INDUSTRY PROFILE 8-12

4 COMPANY PROFILE 13-24

5 SWOT ANALYSIS 25

6 LEARNING EXPERIENCE 26

7 FINDINGS ,SUGGESTIONS & CONCLUSION 27-28

8 BIBLIOGRAPHY 29

5

INTRODUCTIONAn organization is a social arrangement which pursues collective goals, which

controls its own performance, and which has a boundary separating it from its

environment. Organization is the association formed by a group of people who

see that there are benefits available from working together towards some

common goal.

Organization studies are the study of individual and group dynamics in an

organizational setting. As well as the nature of organizations themselves.

Whenever people interact in organizations, many factors come in to play,

organizational studies attempt to understand and model these factors.

Organizational study is essential to any MBA graduate as it helps them to

connect theory with practice.

Organization study refers to the study of organization as a whole and getting

adequate knowledge with various departments in the organization. The study

was carried out at club Mahindra, this study is based on the different aspects

and dimensions of different departments of the company. The study was carried

out at the club Mahindra, situated at coorg

OBJECTIVES OF THE STUDYThe study was conducted with certain objectives. Those are:

To study origin, mission vision, and status of the organisation.

To study the functional departments at the organisation

To provide some valuable suggestions to improve the efficiency in

the organisation

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Limitation of the study 

Time limit were a major constraint As per the company rules many information were not

disclosed As The managers were busy in their daily schedules

were not possible for us to spend more time in interacting with me

METHODOLOGYBoth Primary and Secondary data were used for the study.

Primary data was collected through:

Primary data1. Direct interview of 2 managers from finance Manager and HR

Manager

2. Interaction with supervisors and employees.

3. Data obtained from personal observation.

Secondary data1. Magazines

2. Journals

3. Brochure

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Industry profileThe hospitality industry consists of broad category of field within the service

industry that include lodging, restaurant, event planning, theme parks,

transportation, cruise line, and additional fields within the tourism industry. The

hospitality of leisure time and disposable income. A hospitality unit such as a

facility maintenance, direct operation (servers, housekeepers, porters, kitchen

workers, bartenders, etc.) management, marketing, and human resource.

The hospitality industry cover wide range of organisations offering food service

and accommodation .The hospitality industry is divided into sectors according

to the skills –set required for the work involved. Sectors include

accommodation, food and beverage, meeting and event, gaming, entertainment

and recreation, tourism services, gamming, entertainment and recreation,

tourism service, and visitor’s information.

The Mahindra group is a significant growth cover globally in terms of market

operation and sourcing. The US$4.5 billion Mahindra groups among the top 10

industrial house in India. Mahindra and Mahindra is only Indian company

among the top four manufacturing in the world and the market leader multi-

utility vehicles in India.

The birth of Mahindra company Mahindra brother J.C and K.C Mahindra

together, with Ghullam Mohammed conceived idea of secular company

consequently .On 2nd October 1945 Mahindra and Mohammed was

incorporated . K.C. Mahindra met Barney Ross beginning the relationship

between jeep and Mahindra. In1948 Mahindra and Mahindra came in to

existence.

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INDIAN HOSPITALITY INDUSTRYThe Indian hospitality industry has emerged as one of the key industries driving

growth of the services sector in India. It has evolved into an industry that is

sensitive to the needs and desires of people. The fortunes of the hospitality

industry have always been linked to the prospects of the tourism industry and

tourism is the foremost demand driver of the industry. The Indian hospitality

industry has recorded healthy growth fuelled by robust inflow of foreign tourists

as well as increased tourist movement within the country and it has become one

of the leading players in the global industry. Foreign tourist arrivals (FTAs)

into the country increased steadily from 2005 to 20010. FTAs dipped in 2009,

due to the global economic slowdown; however, the impact on the Indian

industry was much lower than that on the global counterparts. FTAs are

expected to increase in 2011. On the other hand, domestic tourist movement

within the country was the highest in 20014.

Economic growth 

India is one of the fastest growing economies in the world. It recorded healthy

growth in the past few years, at more than 9% each during FY06-

FY08. Despite the global economicslowdown, the Indian economy clocked

growth of 6.7% and 7.4% in FY09 and FY10respectively. Attractiveness of

India has encouraged foreign players to set up their operational facilities in the

country. Domestic industries have also made heavy investments to expand

their facilities through Greenfield and Brownfield projects

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Measures undertaken by the government

Various policy measures undertaken by the Ministry of Tourism and tax

incentives have also aided growth of the hospitality industry; some of them

include:

 

Allowance of 100% FDI in the hotel industry (including construction of

hotels, resorts, and recreational facilities) through the automatic route

Introduction of ‘Medical Visa’ for tourists coming into the country for

medical treatment

Issuance of visa-on-arrival for tourists from select countries, which

include Japan, NewZealand, and Finland

Promotion of rural tourism by the Ministry of Tourism in collaboration

with the United Nations Development Programme

Elimination of customs duty for import of raw materials, equipment,

liquor etc

Capital subsidy programme for budget hotels

Exemption of Fringe Benefit Tax on crèches, employee sports, and guest

house facilities

Five-year income tax holidays for 2-4 star hotels established in specified

districts having UNESCO-declared 'World Heritage Sites'.

The board of director Mr. Kasha Mahindra – group chairmen

Mr. Annd Mahindra –vice chairmen and managing director

Mr.Bharath Narothan Doshe-executive director

Mr. Aron Kumar Nanda –executive director

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Mr. Naryanabh vaghul-Director

Mr. Nandir burjorji Godrej-Director

Mr. Murugappan- director

Dr Ashok Escher Ganguly – Director

Mr. Kulkarni- Director

Mr. Anupan Pradeep Puri- Director

Mr. Thomas Mathew- Nominee of LIC

THE MAHINDRA GROUP BRANCHES OUT INTO SIX SECTOR:

(a) Automotive sector

(b)Farm equipment sector

(c) Automotive component sector

(d)Trade and finance sector

(e) Infrastructure development sector

(f) Information technology sector

(a)Automotive sector

Automotive division

AutomartIndia ltd

(b) Farm equipment sector

The farm equipment is the first tractor

Company in the world to win the denning application

(c)Automotive component sector

Siro plast ltd

Mahindra sona ltd

MUSCO

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Mahindra engineering & chemical products ltd

(d)Trade and financial sector

Kotak Mahindra

Mahindra inter trade ltd

Mahindra steel &Service centre ltd

Mahindra &Mahindra financial service ltd

(e)Infrastructure development sector

Mahindra gesco development ltd

Mahindra acres consulting engineering ltd

Mahindra holiday resort India ltd

Mahindra industry industrial park ltd

Mahindra Ashtech ltd

(f)Information technology sector

Mahindra British telecom ltd

Mahindra logissoft business solution pvt ltd

Mahindra engineering service group

Mahindra special service group

THE CORE TEAM

Corporate team

Sales team

Resort operation

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Company profile

MAHINDRA HOLIDAYS AND RESORTLocated in Karnataka’s verdant Coorg district, Virajpet is about 35 km from the

district headquarters Madikeri and is equally mesmerising. As the plains give

way to the hills and the road begins to curve upwards, the wide vistas of

forested slopes and valleys act as a soothing balm. It is a lovely mix that catches

the eye on either side of the road. There are thick jungles, paddy fields, and

coffee plantations interspersed with pepper and cardamom plants. In between

are little streams and rivulets, the occasional waterfall during the monsoons, and

then there is the river Cauvery, revered by the Kodavas. Round a bend over a

hill Virajpet suddenly comes into view and it is almost like a picture postcard.

There are rows of houses broken by patches of greenery amidst which rises the

pale blue spire of the St Anne’s Church.

 

Set against this backdrop is the Club Mahindra Virajpet, the group’s first

plantation resort. Spread across the lovely premises are 32 units, a mix of single

bedroom and studio apartments, which offer comfortable stay for guests along

with a host of facilities and activities. You can sit back and relax amidst the

beautiful coffee plantations and sip on a cup of coffee or stroll through lush

greenery. You can also wander further to discover the Virajpet’s secrets and

indulge in a blend of adventure, history and nature.

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COMPANY PROFIL corporate ID – club Mahindra corporate

Name –Mahindra holiday and resort ltd

Founded – 1996

Type – public

Key people – Ramesh Ramanathan CEO , Mr Anand

Mahindra

No of room -178

No of workers-253

Web site-www.club Mahindra .com

Mission Good living. Fappy families

Vision

we will be among the top 5 vacation ownership companies of the

world in terms of member base by fy 2019

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Awards and accreditations

Year Award and accreditations

2007 Resort at goa received hygiene code certification for hotel and

catering industry from food cert B.V. of Netherland.

2007 Resort at Dharamshala received hygiene code certification for

hotel and catering industry from food cert B.V. of Netherland

2007 ISO: 9001 certification awarded to the member relations

department of our company

2007 Resort of goa , munnar , binsar ,manali and coorg were awarded

RCI gold crown award

2007 Resort at munnar and coorg received food hygiene certification

of international standard from BHS of Netherlands.

2007 mahindra holiday and resort India limited received business

super brands 2008 status from super brands India private limited

2006 Resort at goa, Munnar, binsar and coorg were awarded RCI gold

award.

2006 Resort at goa , ooty and kodaikanal received food hygiene

certification of international standard from BHS of Netherlands

2007 Resort of goa received hygiene code certification for hotel and

catering industry from food cert B.V. of Netherlands

2007 Resort at coorg received hygiene code certification for hotel and

catering industry from food cert B.V. of Netherlands

2007 Resort at ooty received hygiene code certification for hotel and

catering industry from food cert B.V. of Netherlands

2007 Our company was awarded avays global connect customer

responsiveness award , 2007 for being India’s most customer 15

responsive travel &tourism company

2008 Resort at goa ,coorg ,binsar, munnar , dharamshala, manali and

kumbhalgarh (provisional)were awarded The RCI gold crown

award

2008 CNBC-AWAAZ Travel award 2008 for ‘best resort for health

and rejuvenation’ for our munnar resort

2009 Our munnar resort won the RCI gold crown award for the 10th

consecutive year

2009 Club mahindra holiday selected as super brand 2009-10 by

brand council of India

2010 Club mahindra.travel received international air transport

association accreditation

2011 Resort at goa, Munnar, binsar and coorg were awarded RCI gold

award.

2011 Our Munnar,coorg resort won the RCI gold crown award for the

10th consecutive year

2012 Resort at goa , coorg,ooty and kodaikanal received food hygiene

certification of international standard from BHS of Netherlands

2013 CNBC-AWAAZ Travel award 2013 for ‘best resort for health

and rejuvenation’ for our Munnar,coorg resort

Managerial Organisation Structure

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17

MANAGING DIRECTOR

head -strategy and new product development

chief information officer

chief human resource officer

chief sales officer

divisional manager

head-travel related service

divisional manager internal manager

head member relation department

head marketing

head zest

head finance and commercial

head project

head operation

Organisation Structure

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presedent

finance manager

system manager

account assistant

hr manager

hr assistant

front office manager

front office incharge

f/o assistant

gust sevice attendant

purchase manager

store assistant

food &beverage manager

captian

steward

senior steward

executive chef

chef de party

house keeping

h/k supervisor

senior room attendant

room attendant

maintenance manager

maintenance supervisor

general supervisor

security manager

general manager

Club Mahindra holidaysThe flagship service offering, club Mahindra holiday, was launched in

1997.club Mahindra holidays is our service offering targeted at the India family.

We have, as of May 31, 2015, sold 91997 club Mahindra holiday vacation

ownership memberships

Club Mahindra holidays, currently entitle our members to stay and holiday at

any of our 43 resorts, for seven each year, in a season of their choice, for 25

years. Club Mahindra members enrolled prior to January 2006 were entitled to

vacation, our members can choose to access a range of RCI resort globally.

Holiday seasonFor each resort destination, the year is divided into four seasons :purple, red,

white and blue ,based on demand for such resort during the year. The season

classification may vary from year to year for any resort, and varies from resort

to resort.

Purple: the season with the highest tourist traffic to the particular

destination .for example in goa, weeks around Christmas and New Year and the

carnival.

Red : this season would typically encompass school holidays, such as the

summer and winter vacations, and other festival vacations.

White : this season may be a good time to visit the destination but may not

necessarily coincide with school vacation.

Blue : this is the season with lower tourist traffic for the destination, appealing

only to the limited target group of young families without children, for example,

the monsoon season in goa.

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Apartment typesTo address the diverse needs of our members, we offer three type of apartments

based on the number of people proposing to occupy the apartment. In

additional, some of our apartments are equipped with cooking facilities. The

table below sets out the different apartment types offered by us under our club

Mahindra holidays membership:

Category Characteristics Occupancy

Two bedroom

apartment

Two separate bedroom

with a living and dining

area

Six adults

One bedroom apartment A single bedroom with

a living and dining area

Four adults

Studio apartment A bedroom/ living room

and dining area

Three adult or two

adults and two children

under 12 years

FeesMembers are required to pay a membership fee to us at the time of enrolment

and an annual subscription fees each year. The membership fee and annual

subscription fee depend on the type of season and apartment chosen by the

member.

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Membership feeThe membership fee payable by the members comprises a non-refundable

admission fee towards enrolment and an entitlement fee towards the provision

of entitlements through the membership period. The membership fee is based on

the season and type of apartment chosen by the member. They provide

convenient financing options, up to term of 60 month, for the purchase of

membership to our prospective members.

Annual subscription feeOther than the membership fee referred to above , currently our members are

required to pay to us an annual subscription fee , which is issued to fund

maintenance of the resort and providing club service to our customers including

holiday planning , reservations and administration of the membership.

The annual subscription fee is revised from time to time based on the urban

consumer price index as published by the reserve bank of India.

Amenities, facilities, activities and privileges at the resortsThey provide members with a range of family holiday activities and privileges

at our resorts. Some of these are available on a pay-per-use based and members

are entitled to a 25% discount, as compared to non –members, currently, some

of the activities that we offer our club Mahindra holiday members are:

Fun Dining : club Mahindra holiday resort have multi-cuisine restaurants that

provide members with a wide range of cuisines to cater to the needs of members

from all parts of India. “Fun dining” is a special privilege for our members who

can avail of a buffet or take-away food for breakfast, lunch and dinner at a

nominal cost. In addition, we allow discount if the entire family uses fun dining

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and other discounts where the member takes breakfast and one other

meal per day.

A la carte dining – they offer a la carte dining option along with theme

oriented menu , region-specific menu and have special kids ‘ menu , talking

care of the needs of every member of the family .in some resorts , we also offer

speciality cuisine restaurants.

Bar- they offer alcoholic beverages at certain resort through our bars.

Spa – they are our brand of Ayurveda spas at certain of our resorts called

“Svaastha”.Promoting harmony of mind, body and sprite.

Kids club - they introduced ‘kids club’, children are enrolled into this club when

they check into the resort, after which they have access to club activities

specifically designed for them .we have also introduced a club for teenagers.

Champs - at all our resort, we have a set of animators dedicated to take care of

holiday activities and the entertainment of our members during their stay. Some

of our other employees are also trained to perform and entertain our guests by

singing, playing musical instruments, telling stories to children and performing

magic tricks.

Fun Zones - they provide our members with various options to keep adult, teens

and kids entertained during their holiday at the resort. These activities include

outdoor activities such as rappelling, river crossing, rope bridges, camping,

hike, water sport and indoor activities ranging from craft, pottery and dance

classes to pool tables , table tennis and broad games. I addition , we also

organize and facilitate activities outside the resort which are destination

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specific, such as picnics, sight-seeing trips, heritage visits , game

spotting and bird watching.

Conferences and outbound trainings- club Mahindra holiday resort are

equipped to cater to conference and outbound training programs. These

facilities are provided on a limited basis to a select targeted clientele to ensure

capacity utilization and as an opportunity for non – members to avail

themselves of club Mahindra experience.

Zest

Zest is new offering, introduced in November 2006, and targeted the young

urban families and based on the concept of short breaks. The zest members

entitled to six days of holidays every year within the allotted season at any zest

resort, for a membership period of 10 years. These resorts are located within

drive –to distances. We have, as of May 31 ,2015, sold 8140 zest vacation

ownership memberships

Resort under zest

Resort under zest are located at Pondicherry, coorg, Ooty, Masinagudi, Yercaud

and Kodaikanal

Season Classification

Zest is short break service offering. The entire calendar year has been divided

into three seasons, verve, buzz and pep. The season classification can vary from

year to year and from resort to resort.

Verve : include the most sought after of the year, such as the summer and winter

vacations.

Buzz : include the high season to visit the resort.

Pep: include times which are the lower season for the resort

Apartment type

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Zest offers only one type of apartment, which is a furnished

accommodation that accommodates two adults and two children below the age

12.

Club Mahindra fundays

Club Mahindra fundays is a service offering introduced in October 2006,

targeted at corporate customers.

Club Mahindra fundays is based on a point system , where different season

apartment combinations are valued at point per day , as specified from time to

time .a corporate customer purchase a specific number of points that are

credited to their account every year for 10 year term of membership. A

corporate member may offer family holidays to their employees. This system is

flexible to use and suitable for corporate members ‘constantly changing

requirements.

Resort under club Mahindra fundays

Our club Mahindra resorts include all club Mahindra holiday resorts and zest

resorts.

Holiday season and apartment types

Club Mahindra fundays have the same holiday season classification and

apartment types as club Mahindra holiday and zest for their respective resort.

Holiday entitlement

The club Mahindra fundays member can start taking holiday after one month

from the date of purchase of the membership

Fees

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Member is required to pay a membership fee to us at the time of

enrolment and annual subscription fee each year thereafter.

SWOT ANALYSIS

Strengths1. Customer base of over 183000 members

2. 46 resorts in various location

3. Brand presenceis quite high due to excellent advertising

4. New under explored and lesser known locations

5. High brand recall

6. Homely ambience and arrangements adds to its warmth as a hospitality

company

Weaknesses1. Company policies regarding booking of rooms does not always go well

with customers (need to book 6 months prior)

2. Constant political disturbances within the country

3. Quality of services and infrastructure is not constant throughout the brand

Opportunities1. Incredible india campaign has had a positive influence on influx of

foreigners traveling to india . club Mahindra should have programs for

foreigners.

2. With reducing spending capacities , domestic travel is increasing india

Threats 1. International hospitality giant are entering all market and catering to

segments in this sector

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2. Economic down turn might have an effect on eqity capital of the

company

LEARNING EXPERIENCEMy learning experience at for a month had given me greater opportunity to

learn and understand the organisation and how they perform their jobs.

My visit to the manager was very helpful as it helped me to get all the company

profil and important data in a helpful and polite manner.from the day 1 till I

attained permission letter from company ,I experienced politeness from the

employees right from the reception counter to the office.

I observed that the manager and the employee’s cooperative and the employees

were well trained by the managers.

Even my guide was a good trainer and had guided and trained me. She also gave

me some of the tips for maintaining the human relations and motivating them.

Study helped me in understanding the work, culture, the morale, work nature,

products services.

A study on overall practice at club Mahindra resort had helped me in

understanding the work, culture, the morale work nature products and services it

also helped me to understand the recruitment selection training welfare benefits

etc.

I also learnt that participative leadership style motivates each every employee to

great height possible.

I could also analyze the strengths and weaknesses of the company. I learned about time management

26

Findings Providing good facilities to employees like uniform cafeteria.

The employees are satisfied with the nature of work 

Club Mahindra provide good transportation facilities.

Club Mahindra provide good accommodation.

No restaurant facilities for localities.

The relationship between the superior and the subordinate is good

They are following good employee’s relation techniques.

They provide family holiday primarily through vacation ownership

membership.

The working environment is encouraging for the employees

The customers is happy with the facility such as swimming pools, spa

reading louge, fitness centre..

It found that the employees were treated with high dignity and respect.

The employees satisfied with the shifts

Suggestion They can tie up with the tourist department.

They can provide restaurant facility to residents.

They can reduce the price or they can provide more pacages.

They must make the employee-relationship much better by adopting the best

training and development programme.

27

If there is a well set amenities provided,it can improve the quality of

work life of the employees.

Conclusion They are one of the leading leisure hospitality providers in india , offering

quality family holidays with a range of services designed to meet the diverse

holiday needs and interests of a family.they seek to be the preferred partner to

urban family for family holidays and holidays services in india .

Mahindra holidays & resorts india ltd .,(MHRIL) a part of the infrastructure

sector of the Mahindra group, brings to the industry values such as reliability ,

trust and customer satisfaction. Started in 1996 , the company’s flagship brand

‘club Mahindra holidays ‘, today has a fast growing customer baseof over 1

members and 46 beatiful resorts at some of the most exotic spots in india and

abroad

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BIBLIOGRAPHY

REFERENCESthe study could be successfully conducted with the following references made:

BOOKS REFERED : Hotel and tourism industry

Annual report of the resort

WEBSITES: WWW.CLUBMAHINDRA.COM

WWW.GOOGLE.COM

WWW.HOTELINDUSTRY.COM

OTHER SOURCES: Resorts manuals and circulars

Recruitment report of the resort

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