Internship Project

Julia Lavenson

Doubletree Hotel by Hilton- Westborough

• I worked in sales, kitchen, banquets, front desk, engineering, housekeeping, and the restaurant to get a wide variety of experience. Being in all these departments really helped me see the way all the departments connect and work together.

Doubletree by Hilton Westborough

• I worked one week in each department, except sales, which I worked in for 7 weeks

• The most important thing I did in the sales office was fill in for the Sales Office Administrative Assistant because she had 3 weeks of vacation

• My project is about some of my main tasks in this position, and how it connects to the other departments in the hotel

Departments

• Front Desk• Sales• Engineering• Restaurant• Kitchen

• Banquets

• Housekeeping

• HR

• Manager

• Accounting

Tasks• Daily Schedule:• Banquet summary sheet• Call for guarantees• Show-rooms• Incoming Mail• Process checks• Outgoing mail• Computer System Data Entry• Readerboard• Door Cards

• Throughout the Day:• Scan + email contracts• Answer phones• Make contracts• Credit card verification

• Certain Days:• Mondays: catch up from weekend• Wednesday: weekly schedule• Thursday: missing BEO report• Fridays: prepare through Monday

BEOs

• BEO is an acronym for Banquet Event Order.• A BEO contains all of the information needed for an

event being held at the hotel.• Each event is assigned a number so it can be easily

found in the computer system.• Information on a BEO includes a contact name,

phone number, email address, company name, event name, food, time of event, date, set-up style, how many people, which room, what type of event it is

• Once I arrive, I get the sales summary sheet which was made by the banquet department.

• It is a collection of the checks from the previous day’s events with the room rental and food cost

• Then I make sure the numbers match the BEO, check, and summary sheet, and it gets passed on to accounting

BEO Book

• The BEO book is basically the bible of the sales office

• It contains all of the BEOs for the current month• Every day I come in and look at the BEO book to

make sure there is a guaranteed head count for each event in the next four days

• If not, I call the contact and ask how many people are coming to the event

• Sometimes people walk in to the hotel and want to see a guestroom

• The room they see is called a show-room• A sales manager is the one to show the client the

room, but before it is prepared, housekeeping must clean the room and then tell the sales office which room it is

• After finding out the room numbers, I go to the front desk to get a key card made for the room

Answering the Phone

“Good Morning/Afternoon, Sales and Catering, this is Julia how may I help you?”

Most are calling to inquire/schedule an event• I take all the contact and event information and then

transfer the person to the appropriate sales manager so s/he can book the meeting space

• Some calls are other general questions or people who want to add more details or change something about their event

Daily Night Work• The computer system is called Delphi• It contains all the information and makes the BEOs• On Delphi I view the banquet check, enter the final head counts, and

make sure all the information in the system is correct• Then a readerboard is made for the lobby containing the event name,

rooms, and times • A “daily event posting” with more specifics details is made and emailed to

all the hotel staff• Finally, I make door cards for all the rooms that will be in use the following

day

• I got so much great experience and exposure and met so many amazing people

• All the departments connect, but some of the other departments work more closely with each other, especially banquets since we are a banquet/conference hotel