INTERNSHIP REPORT

Submitted in partial fulfilment of the requirements for the award of the Degree of Bachelor of Commerce (Hons) of Christ University during

the year 2012-13. By

Abhishek Dasgupta

Under the guidance of

Manjunath Bm

Department of Commerce Christ University Bangalore- 560029

CERTIFICATE
This is to certify that the internship on SheratonSubmitted to Christ
University in the partial fulfillment of B.Com (Hons) Course by Abhishek Dasgupta under my guidance and supervision. This has not formed a basis for the award of any other degree of Christ University or any other Universities.

PLACE: BANGALORE DATE:

HOD

GUIDE

DECLARATION
I, name Abhishek Dasgupta hereby declare that this internship report is a record of work carried out by me at Shraton under the guidance of Manjunath Bm in partial fulfillment of the requirement of the award of the Bachelor of Commerce (Hons) in Christ University. I also declare that this has not formed a basis for the award of any degree of Christ University or any other Universities.

Place: Dasgupta Date:

Abhishek

ACKNOWLEDGEMENT

Chapter 1:
Introduction

01

Profile of the company:

Sheraton has been welcoming guests through its doors since 1937, and weve grown to become one of the most popular, recognized and relied upon hotel brands in the world. With over 400 hotels and resorts located in some 70 countries around the world, Sheratons generous, warm and hospitable style continues to win favor with business and leisure travelers the world over. Explore our proud history of firsts and discover why Sheraton has been a favorite place to stay for a generation of travelers. 1937 The origins of Sheraton date back to 1937 when the companys founders, Ernest Henderson and Robert Moore, acquired their first hotel in Springfield, Massachusetts. Within two years, they purchased three hotels in Boston and soon expanded their holdings to include properties from Maine to Florida. 1947 Sheraton Corporation of America becomes the first hotel chain to be listed on the New York Stock Exchange. 1949 With the purchase of two Canadian hotel chains Sheraton expands internationally and grows rapidly around the world. 1958 02

The company launches Reservatron, the industrys first automatic electronic reservations system. 1961 The first Sheraton in the Middle East debuts with the opening of the Tel Aviv Sheraton in Israel. 1963 The Macuto Sheraton Hotel opens in Venezuela, becoming the first Sheraton hotel in Latin America. 1965 Sheraton opens the doors to its 100th hotel The Sheraton Boston. 1970 The company is the first hotel chain with a toll-free 800-number for direct guest access (1-800-325-3535) which is still in use today. 1985 Sheraton achieves an important milestone becoming the first international hotel chain to operate a hotel in the Peoples Republic of China. 1998 Starwood Hotels & Resorts Worldwide, Inc. acquires Sheraton. 2002 Sheraton Service Promise is implemented in North America. 2004 Sheraton introduces the Sweet Sleeper Bed. 2006 Today, Sheraton boasts a portfolio of 400 hotels in 70 countries. 03

Sheraton Hotels & Resorts is a unique brand within the Starwood Hotels & Resorts Worldwide family. Every Sheraton is a warm, comfortable and relaxed place that provides guests with a sense of connection and belonging when theyre on the road and away from home. As part of the Starwood family, Sheraton is among over 960 hotels and resorts in more than 97 countries. Situated in the worlds most desirable locations, Starwood hotels and resorts offer a full range of experiences from bustling cities to relaxing resort destinations.

The rest of the Starwood family includes:

Le Meridien Four Points by Sheraton Westin The Luxury Collection 04

Aloft Sheraton Element(SM) St. Regis W

Mission & Objectives:

Being part of a community means holding one another to higher standards. As we develop and grow as a company, we grow as individuals. Learning is essential to this growth process and necessary for maintaining the integrity of our service culture and standards. As a company and a community, were always looking ahead and seeking ways to improve our service, to the delight and satisfaction of our guests, and for the benefit of our associates. Read on to find out more about whats in store for Sheraton guests and our valued associates. Transformative Revitalization A $4 billion transformation is underway at Sheraton. As part of this extensive revitalization, we are renovating over 100 hotels throughout North America. We are also developing new resorts, central business/convention hotels and freshly renovated upper-upscale hotels in key markets worldwide. The Link@SheratonSM Experienced with Microsoft The Link@Sheraton is the connectivity hub of our lobby experience, allowing guests to surf the Web, watch a game with friends, borrow a magazine or newspaper, or even send a video postcard to friends and family. Travel is about bringing people together, and the Link@Sheraton does just that. If these exciting initiatives sound like something you would like to be a part of, we encourage you to search for current job openings. 05

Organisation Structure:

06

Strategies of the organization:

Each Sheraton has its own unique personality and style, which shines through every time a guest comes through our doors. A sense of personal connection and the promise of understanding puts our guests at ease instantly. Guests can forget about the stresses and strain of travel and start feeling like themselves again. Sheraton makes people feel like they belong.

Just the way you are

From the first hello to the final goodbye, Sheraton makes a personal and emotional connection with guests so they feel understood and cared for. At Sheraton, youre more than a guest. Youre a movie buff, a parent, an executive and someone who gets their best ideas in the middle of the night. We care about that and have developed a comprehensive set of amenities and services to make sure that people have what they need to be at their best and stay connected to the things that matter most to them.

A great nights sleep

Nothing beats a great nights sleep for feeling refreshed, revitalized and more like yourself. At Sheraton, guests comfort is our mission, and every aspect of the hotel experience has been designed to ensure that guests leave feeling energized and refreshed. From the innovative design of our plush Sweet Sleeper(sm) beds, to the cool, refreshing colors of our guest rooms, to the iconic shapes, details and textures of our soft linens and fabrics, Sheraton surrounds guests in warmth, comfort and style.

07

Personal touches
Its the little things we do for our guests that ultimately win their loyalty. We are responsive because we care and go out of our way to understand each of our guests individual needs. Our associates are gifted, patient and truly love working with people. It shows in how we answer questions, respond to requests and proactively seek out ways to make guests feel more comfortable and connected. This deep, personal connection is what Sheraton is known for and why our guests return to stay with us again and again.

Respectful and thoughtful

Bringing Sheratons promise of belonging to life begins with learning to treat one another with dignity and respect. How we treat each other ultimately affects our effectiveness in providing world-class service to our guests. We focus on the right kind of attitude when attracting and retaining the best and brightest people to our growing team. By doing so, we continually cultivate a thriving and dynamic service culture that is both inclusive and respectful, while promoting accountability and trust among associates.

Forward thinking
Learning is essential for achieving our fullest potential, and at Sheraton we never pass up an opportunity to reflect upon our successes and grow from our mistakes. We seek out the really big ideas from across the company, at every level of the organization, and especially from our guests. We welcome them all. Whether its opening a new hotel or resort, or coming up with a new product or service to engage our guests and elevate the service experience, Sheraton seeks to continually grow, innovate, transform and thrive.

08

Policies & Procedures: Policies: Sale of Rooms. STARnet rates are net, non-commissionable, per room, per
night and will be quoted in U.S. Dollars, unless otherwise indicated. No commission shall be due or payable by Starwood or any participating property in connection with the booking or consumption of rooms hereunder.

The STARnet rates may be offered and sold by Company to consumers strictly for leisure business, and must be marked-up and distributed by Company as part of a packaged travel product that is, at a minimum, a combination of a room and either airfare or an overnight cruise ("Travel Package"). In no event shall STARnet rates be sold by Company as a property-only product. STARnet rates are not applicable for the booking of business travel groups, specific departure programs and tour series, which must be negotiated through the Starwood Global Sales Office (GSO) or directly with a property.

If Company is acting as a "Receptive Wholesaler", and solely distributing room inventory to non-consumer clients who in turn market and distribute such inventory to consumers as part of Travel Packages, Company may provide STARnet rates to such non-consumer clients so long as: (a) the posted rate reflects a markup from the STARnet rate; and (b) Company discloses to the non-consumer client that (i) it can not sell such rooms unbundled from a Travel Package, and (ii) should the rate be unbundled from a Travel Package (in violation of this Agreement), the rate must be marked up so as not to violate Starwood's Best Rate Guarantee policy.

09

Non-disclosure of Rates. Company shall not offer or sell rooms in a

manner that discloses, directly or indirectly, the STARnet rates to the customer or any other party. Company shall also not disclose to the customer or any other party the rate for any component (including airfare) that is included in a Travel Package. If Company does disclose or publish any rate associated with a room that is offered as part of a Travel Package, Company will indemnify and hold Starwood harmless from and against any claims, losses and costs caused thereby, including, without limitation, any claims by consumers under Starwood's Best Rate Guarantee policy. Company shall not advertise that they have the "lowest prices available" for Starwood room inventory.

Mandatory Charges. STARnet rates may not include all charges (such as
resort charges and other automatic property charges) and state/local taxes applicable to the room. It is the sole responsibility of Company to clearly and conspicuously disclose to the customer in advance of booking (in accordance with Starwood's distribution and disclosure policies) all mandatory applicable charges and state/local taxes specified by the applicable participating property, and whether or not such items are inclusive of, or in addition to, the price charged by Company for the Travel Package, and that the customer is responsible for the payment of any additional charges or taxes. Any failure by Company to comply with the requirements specified in this paragraph and/or applicable laws and regulations, including, without limitation, any administrative, judicial or governmental requirements, mandates or orders, regarding disclosure of all applicable fees, charges or state/local taxes shall constitute a material breach by Company.

Incidental Charges. Company shall advise all customers who purchase

rooms at participating properties that they are responsible for all incidental charges that may be incurred during the course of their stay at the property including, without limitation, charges for extra person, extra bed, mini-bar, room service, movies, internet access, telephone, and health club use. 10

Confirmation. Company shall provide, in accordance with all applicable

laws and privacy policies, confirmation of Travel Package details to its customers. Such confirmation shall provide customers with the name, brand affiliation, precise location and telephone number of the relevant participating property, the Company customer service toll-free number, the applicable cancellation, early departure and refund restrictions.

Restriction on Onward Distribution.

STARnet rates are solely for use by companies and organizations that have executed a STARnet agreement with Starwood. STARnet are non-transferable or assignable to any other company or organization including, without limitation, any electronic internet, online distribution system or Global Distribution System (GDS). Company acknowledges and agrees that it is not authorized by Starwood to release, re-distribute or assign STARnet rates to or through any other company or distribution channel.

If Company is acting as a Receptive Wholesaler, STARnet rates may be distributed by Company to companies or organizations that operate off-line distribution channels; provided, however, that Starwood and participating properties may, in their sole discretion, prohibit Company's onward distribution to companies and organizations that have either violated Starwood's Best Rate Guarantee or that Starwood determines do not qualify for use of STARnet rates (including, without limitation, online distributors such as Orbitz and Priceline.com). Company acknowledges that it must restrict recipients of rates from any further onward distribution by them, and shall remain liable for violations of this Agreement including, but not limited to, Starwood's Best Rate Guarantee by companies and organizations that have received the rates from Company. 11

In the event of any violation of any portion of this Section 6, Starwood and each participating property reserves the right to immediately terminate this Agreement and to seek any remedies available at law or in equity. Company acknowledges and agrees that a violation of any portion of this Section 6 will cause irreparable harm to Starwood and the applicable participating properties, and that accordingly Starwood and each participating property shall be entitled to seek immediate injunctive relief preventing the continued offer or sale of rooms in violation of this Agreement.

Marketing. Starwood and its affiliates own and/or license the brand names,
logos and images of the properties and brands that may be made available under this Agreement. Starwood, its affiliates and the applicable participating properties hereby grant to Company a non-exclusive, non-transferable, non-assignable, and indivisible worldwide, royalty-free right and license to use those images of the participating property, and those brand logos and brand trademarks that are provided by Starwood or the participating property to Company in connection with this Agreement ("Starwood Marks") solely for the limited purpose of promoting the sale of Travel Packages that include rooms at the participating property. The use of any Starwood Marks is subject to and conditioned upon compliance with the terms and conditions of the Starwood Trademark Guidelines, as such may be amended from time to time. All Starwood Marks are to be downloaded from www.starwoodarchive.com. A copy of the current Starwood Trademark Guidelines is posted on www.starwoodarchive.com and incorporated herein by reference. Company acknowledges the goodwill which Starwood and the participating properties have developed in connection with the Starwood Marks. Accordingly, Company shall not use, and shall cause its affiliates and customers not to use, any advertising method that creates or overlays links or banners on websites, browser windows, or utilizes any other method whether now known or hereafter developed to generate traffic from any Starwood or participating property website without prior written consent of Starwood. In addition, Company agrees not to bid on or purchase placement rights for any key words that incorporate 12

any Starwood Marks, including the name of any property owned, managed or franchised by Starwood during the term of this Agreement, in the number one or any other position in any search engines. Company understands and agrees that upon the expiration or the earlier termination of this Agreement for any reason, all of its rights and interests granted herein to use the Starwood Marks shall cease, and all such rights and interests shall remain solely vested in Starwood and the participating properties.

Best Rate Guarantee. Company acknowledges that its publication, offer

and sale of any rooms is subject to compliance with Starwood's published Best Rate Guarantee policy. Accordingly, Company may not publish, offer or sell any rooms at rates that are less than the rates for such accommodations that are available to the consumer on any website under the Starwood.com or SPG.com domains or on any other Starwood owned or operated websites. In the event of the violation of this Section 8, Starwood and each participating property reserve the right to (i) recoup the difference in rate between the rate published on the Starwood website and the rate published, offered or sold by Company, and (ii) to immediately terminate this Agreement. Company shall indemnify each participating property and Starwood against all claims, losses and costs incurred thereby as a result of any violation of Starwood's Best Rate Guarantee policy caused by a violation in this Section 8 including, without limitation, any rate discounts required to be granted to consumers. All Best Rate Guarantee terms and conditions are available on www.starwood.com.

Availability. Company's ability to make reservations using STARnet rates

are subject to room availability and such reservations must be made online using Company's STARnet SET ID number via one of Starwood's branded web sites or starwoodnet.com in order to receive the STARnet rates. This Agreement does not apply to groups of ten (10) or more rooms or of fifteen (15) or more guests. 13

Billing Privileges. Companies are initially approved into the STARnet

program on either a pre-pay or bill-back basis, and may from time to time change their status, if approved by Starwood in its sole discretion. If Company has been approved for bill-back status by Starwood, participating properties will accept approved vouchers from Company in lieu of payment for rooms and other services. Company agrees that in the event that any payment due to a participating property is over thirty (30) days outstanding, the individual participating property may require prepayment directly from Company for future reservations on the STARnet program, until such time the overdue payment has been received. In the event that numerous participating properties notify Starwood of Company's outstanding payments or debts, its bill-back status may be revoked for all future reservations and thereafter be accepted on a fully pre-paid basis only. Company acknowledges that some participating properties may require an additional application prior to extending bill-back status at their property. Each participating property's standard cancellation policies apply to all reservations and will be available to Company for review prior to making a reservation at the applicable participating property

If Company has been approved only for pre-pay status, Company will be required to guarantee all reservations with a valid credit card, and vouchers from Company shall act as room confirmation only. Each participating property's standard cancellation policies apply to all reservations and will be available to Company for review prior to making a reservation at the applicable participating property.

Revenue and Taxes. For rooms sold by Company using STARnet Rates,
the participating property shall be due and Company shall remit to such participating property in accordance with the applicable provision in Section 9, an amount equal to one hundred percent (100%) of the STARnet rate, plus any applicable occupancy or other taxes levied directly on the sale of a room 14

and any other mandatory charges specified by the applicable participating property, including, without limitation, resort charges and other automatic property charges (the "Standard Room Charge"). As between Company and Starwood or any participating property, Company shall retain all amounts by which the price of a Travel Package as charged by Company to the customer (the "Consumer Price") exceeds the Standard Room Charge. Company shall be solely responsible for, and shall timely remit to the proper taxing authorities, any and all taxes, duties, charges and governmental fees that are applicable to the difference between the Consumer Price and the Standard Room Charge. Company shall indemnify, defend and hold Starwood and each participating property harmless from any claims, losses, causes of action or any investigation by governmental authority related to taxes, fees, other duties or charges actually or allegedly payable with respect to any amounts charged or collected by Company other over and above the Standard Room Charge. For avoidance of doubt, Company shall promptly reimburse Starwood or participating property for any taxes paid and cost incurred (including attorneys fees) in respect of the margin or markup retained by Company on sales of rooms.

Representations and Warranties. Company represents and

warrants that it has the right, power and authority to enter into this Agreement and to perform all of its obligations hereunder. Company agrees that it is solely responsible for the content of its marketing and advertising materials relating to Travel Packages, and Company represents and warrants that it will accurately and completely display at all times any room information provided by Starwood or any participating property.

Indemnification. Company and Starwood shall indemnify, defend

and forever hold each other (including their respective parents, subsidiaries or 15

entities under common ownership or control, and all of their respective present and former officers, members, shareholders, directors, employees, representatives and agents, and their successors, heirs and assigns) ("Indemnitees"), harmless from and against any and all third-party losses, liabilities, claims, costs, damages and expenses (including, without limitation, fines, forfeitures, reasonable attorneys' fees, disbursements and administrative or court costs) arising out of (i) any breach by a party of its representations, warranties and covenants in this Agreement or (ii) any negligent act or omission or alleged negligent act or omission on the part of a party in the performance of, or failure to perform its obligations under this Agreement. Company acknowledges and agrees that (a) Starwood shall not be responsible and shall not have any liability to Company or any third party for the acts, errors, omissions or conduct of (including any failure to comply with this Agreement by) any participating property that is not majority-owned and controlled by Starwood, b) Company's sole recourse for any claims it may allege to have under this Agreement relating to participating properties not majority-owned and controlled by Starwood shall be directly against the respective owners or controlling entities of such participating property and (c) Company's indemnity shall cover (i) any third party claim that any Company website or any part or component thereof violates any applicable law or regulation or infringes upon or misappropriates any third party's intellectual or proprietary rights or violates a third party's rights of privacy, (ii) any claims arising out of or relating to Company's failure to pay any applicable taxes due on amounts charged or collected by Company, or (iii) any claims or costs, including reimbursement for waives or non collected mandatory charges including resort fees or other automatic property charges, due to the failure of Company or any of its Customers to clearly and conspicuously disclose to the consumer in advance of booking all mandatory fees and charges including resort fees or other automatic property charges. 16

Limitation of Liability. EXCEPT FOR LIABILITY OF A PARTY

ARISING OUT OF ANY BREACH OF ITS CONFIDENTIALITY OBLIGATIONS HEREUNDER, AND WITHOUT LIMITING THE INDEMNITY OBLIGATIONS OF ANY PARTY UNDER THIS AGREEMENT, IN NO EVENT SHALL ANY PARTY BE LIABLE TO THE OTHER PARTY FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN ANY WAY CONNECTED WITH THIS AGREEMENT OR THE PERFORMANCE OR NON-PERFORMANCE OF THIS AGREEMENT, WHETHER BASED ON CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE, EVEN IF IT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES

Confidential Information. The parties agree that certain information

exchanged in connection with this Agreement, is confidential including, without limitation, the terms of this Agreement, and all material marked confidential or would reasonably be understood to be confidential, and may not be disclosed or utilized by the receiving party for any purpose other than as set forth herein, without the express written consent of the disclosing party, except to the extent that such information: (a) was in the public domain at the time of disclosure by the disclosing party; (b) was in the possession of, or known by, the receiving party prior to its receipt from the disclosing party, with the approval of the source of such information; (c) is independently developed by the receiving party without the use of the confidential information; or (d) becomes known to the receiving party from a source other than the disclosing party, who, insofar as is known to the receiving party, is not under an obligation of confidentiality to the disclosing party.

Term. The term of this Agreement shall commence on the earlier of the
Effective Date, or the date that Company activates its STARnet SET account number provided by Starwood and shall continue for twelve (12) months from the Effective 17

Date ("Term"); provided, however, that if Starwood has not approved Company as eligible for STARnet rates in its sole discretion pursuant to the procedure set forth on www.starwoodnet.com, this Agreement shall be null and void.

Termination. Either party may terminate this Agreement in the event of a

material breach of this Agreement by the other party if such breach is not cured within thirty (30) days from receipt of written notice of such breach, provided, however, that if Company fails to honor a properly submitted voucher and billing, the Starwood may terminate this Agreement immediately without notice. Starwood may also terminate this Agreement within (30) days after delivery to Company of written notice of termination if, after the Effective Date, Company becomes controlled by any entity that, directly or through any affiliate thereof, is engaged in the ownership, management, operation, leasing, online distribution or franchising of lodging accommodations including, but not limited to, all GDSs and major online distributors

Compliance with Law. Company agrees to perform its obligations under

this Agreement in compliance with its privacy policy and all applicable federal, state and local laws governing this Agreement, including any rules, regulations or requests of the U.S. Department of Homeland Security.

Insurance. Each participating property and Company shall carry and

maintain Commercial General Liability covering bodily injury (including personal injury and advertisers injury) and property damage with a combined single limit of not less than $1,000,000 per occurrence/annual aggregate with an insurance company possessing a minimum A.M. Best rating of A-VI.

18

Miscellaneous. Governing Law. This Agreement and all matters or issues related hereto
shall be governed by the laws of the State of New York without regard to its choice of law rules.

Arbitration. Any controversy, claim or dispute arising out of or relating to

this Agreement, shall be resolved through binding arbitration conducted in accordance with the rules of the American Arbitration Association ("AAA") in New York, New York. The arbitration award will be enforceable in any state or federal court. If legal or collection action, including an alternative dispute resolution process, is necessary by either party to enforce this Agreement or to resolve a dispute arising hereunder, the substantially prevailing or successful party shall be entitled to recover reasonable attorneys' fees, costs and expenses, including those on any appeal or review, or in any bankruptcy proceeding.

Assignment. Neither this Agreement nor any rights or obligations hereunder

may be assigned, pledged, delegated or otherwise transferred, in whole or in part, by Company, without the prior written consent of Starwood.

Relationship of Parties. Neither this Agreement nor the cooperation of the

parties contemplated hereunder shall be deemed or construed to create any partnership or joint venture between the parties.

Public Communications. Company shall not make or issue any public

statement or announcement regarding the existence or the content of this Agreement, without the prior written consent of Starwood. 19

Severability. The invalidity or unenforceability of any provision of this

Agreement shall not affect the validity or enforceability of any other provision of this Agreement. In the event that any provision of this Agreement is determined to be invalid, unenforceable or otherwise illegal, such provision shall be deemed restated, in accordance with applicable law, to reflect as nearly as possible the original intentions of the parties, and the remainder of the Agreement shall be in full force and effect.

Survival. The obligations of the parties under this Agreement that by their
nature would continue beyond expiration, termination or cancellation of this Agreement (including, without limitation, Sections 7, 10-14, and 20) shall survive any such expiration, termination or cancellation.

Waiver. No term or condition of this Agreement shall be deemed waived,

and no breach shall be deemed excused, unless such waiver or excuse is in writing and is executed by the party against whom such waiver or excuse is claimed.

Entire Agreement. This Agreement contains the entire agreement and

understanding between the parties with regard to the subject matter hereof, and supersedes all prior and contemporaneous oral or written agreements and representations.

Procedures:
Each department in the organization has a different procedure. The finance department consists of two sub departments namely Purchase Department and General Store. All of these departments are dependent on each other for the performance of their daily tasks. 20

The whole process starts from the purchase department which places the Purchase order (PO) for all the commodities used in the hotel for which Purchase requisition (PR) is made to the purchase department by the respective departments on the basis of which the purchase department orders the supplies. The purchase order is not given to any vender who might be having the supply a careful study is done among all the vendors available in the market by the Purchase department as to which vendor should be opted for the supply of the commodities and then a contract is made with the selected vendor which has the terms and conditions of the contract as to the price, quality, payment cycle, etc. After the Purchase order has been made the then comes the part of receiving the goods by the hotel which is undertaken by the Receiving department which comes under the Purchase Department. The Starwood standard process of receiving the goods is mentioned below: 1. Items are received on order of there importance and quality i.e. Food & Beverages items, Stationary items, House keeping items, etc. 2. There is a specific time of procuring each and every type of commodities E.g. Vegetables are received only between 9 AM 12 PM. Milk is received at 7 AM in the morning. 3. Proper inspection of the commodities is done by the receiving person before accepting the delivery of the commodities i.e. The quality of vegetables. Temperature of the meat. Most importantly the Expiry date of the commodities. 4. After inspecting the commodities they are checked in terms of quantity and the bad quality goods are returned and entry is made in the receivables table as to how much quantity has been received and what quantity is pending or rejected. 21

5. The bill is signed and sealed by the receiving personnel and the concerned department where the commodities are required and then the bills are sent to the finance office for making payment. 6. These entries are also done electronically and the records are updated to their price and quantity. 7. If the sign or seal of the receiving department is not there or missing then the payment is not released by the finance office. 8. A GN report is made to the PR & PO rates and the quantity. If there is any deviations in the amount charged from the contract amount a logic note is prepared which gives the reason for the change. After the commodities have been received the storable items are sent to the General Store and the perishable items are sent for direct use. The General store has its own different set of Starwood standard procedures for store keeping which is as follows: 1. There are different stores for different departments and there is a General store which supplies the commodities requirements to all the other departmental stores, the General store is maintained by the Store manager and his helper. 2. The General store supplies commodities to other departments on the basis of the store requisitions made by each department to the Store manager. 3. Each and every record regarding to the commodities available in the store is maintained by the store manager i.e. the quantity of the commodities available in the store there expiry date, etc. all these records are maintained in separate registers. 22

4. The store manager has to make records of the in and out of the store these reports are namely Store report, Fast moving goods report, Slow moving goods report, Near expiry goods report, Expiry goods report 5. The store gives the purchase requisitions to the purchase department for the general items used in the hotel which are used on a daily basis. 6. The expired items are disposed off by the security in presence of the Manager or any other witness to the disposal of the items.

Now comes the role of the Finance Office which is responsible for releasing the payment of the vendors who have supplied commodities to the hotel in the Finance office it the job of the Accounts payable department to make the cheques for the payments of these vendors. The standard procedure which is followed in this process is as follows: 1. The invoices with the respective PR, PO & GN report are to be received by the A/P dept. from the purchase dept. with all the signs and seals for releasing the payment of the vendor. 2. The cheques are made according to the maturity of the credit period given by the vendors for their supplies. 3. After the invoices are received from the purchase department the rates charged by the vendor are cross checked with the contract if any deviations are there the logic note is referred for the reason of such deviation. 23

4. If even then there is a problem the respective vendor is called to sort out the matter and do some reconciliation thereon 5. The cheques are made according to the bills in the invoice with the invoice details and the total amount.

6. The cheques are then sent to the General Manager and the Director of Finance for there signature on the cheques they also review the invoices once to check whether every thing is appropriate or not.

24

Chapter 2:
Functional areas of the company

25

The major departments in the hotel are given in the diagram bellow:

Front Revenue Manageme -nt Office Engineerin -g

Reservations Shraton Hotel Sales & Marketing

Security & Loss prevention

Finance

Food & Beverages House Keeping & Laundary

Human Resource

Front Office:
Members of the front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the 26

activities in the hotel and surrounding area, and finally check them out. In fact, the only direct contact most guests have with hotel employees, other than in the restaurants, is with members of the front-office staff. The Front Office and Guest Services are a vital part of our hotels at Sheraton. As ambassadors for the service experience and keepers of the keys to our Guest Satisfaction drivers, these departments are critical to the continued success of our hotels, our brands, and our company as a whole. The Front Office and Guest Services departments offer constant guest interaction, with the most diverse operating exposure in the hotel. Ideal Front Office and Guest Service associates are passionate about guest service and the many details that create warm and comforting memories throughout an entire visit. They look to make our guests comfortable while away from home, whether they are traveling on business or for leisure. Our associates have a keen sense to anticipate our guests needs and exceed their expectations. These associates have excellent communication skills, can multi-task, are team oriented, and strive to resolve challenges when they arise. Our Front Office and Guest Services associates are constantly looking to improve on the guests experience. Sheraton offers opportunities in the following areas within the Front Office and Guest Services: Director of Rooms Front Office Supervision and Management Front Desk Supervision and Management Guest Services Supervision and Management As the communications center of the hotel, the Front Office is often a stepping-stone for entry level managers. Front Office and Guest Services positions offer a candidate the opportunity to communicate on a daily basis with all departments of the hotel, increasing the candidates exposure to the full property operation.

27

Reservations:
When travelers decide to make an initial contact with Sheraton Hotels & Resorts, they typically come to us via our branded web sites or they call one of Sheratons Customer Contact Centers (CCC). Whether using our published national toll free numbers, and for callers routed from properties, these guest calls are serviced in one of the seven CCCs located around the world. Associates at our Customer Contact Centers are responsible for handling more than 16 million calls a year with a focus on turning these initial contacts into guests. Associates at the CCCs are available 24 hours a day, seven days a week and speak over 24 languages. More than $1.5 billion in reservations are booked through the CCCs each year. Candidates for the Customer Contact Center must be motivated sales people. Each individual associate will work diligently to provide guests with a great deal of knowledge about our properties in a short period of time with the objective to book as much business as possible. As a representative of our brands, each associate is provided in-depth brand and technical training and support to create an exceptional experience for our guests. Each Customer Contact Center provides associates the opportunity to enhance their skills in the sales and customer service function of our company. Many career opportunities, including transfers to property operations stem from entry-level positions within the CCCs. In addition, all centers operate with a Pay for Performance system that helps Sheraton recognize, reward and retain our best people with performance-based premiums of up to 50% of base pay.

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The reservations department strives to book individual reservations in conjunction with group sales to maximize room revenue. The reservations department is also referred to as transient room sales. It could be argued that reservations actually have the first contact with most guests in that they communicate with them before they actually arrive. This would generally apply to transient reservations. It is for that reason that reservations is located in the front office area and has an indirect reporting structure to it. The main function of the reservation process is to match room requests with room availability. Below is the detailed process of reservation: a) b) c) d) e) f) Conduct the reservation inquiry Determine room and rate availability Create the reservation record Confirm the reservation record Maintain the reservation record Produce reservation reports

Sales & Marketing:

Every one of our distinguished properties benefits from Starwood's worldwide sales and marketing expertise, driven by our ongoing commitment to enhancing performance and competitive lead. Cutting-edge technology, targeted database networking and the most innovative sales training programs propel the growth and success of every Starwood brand.

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The Starwood sales and marketing efforts feature both a top down (global) and bottom up (local) approach to ensure that new demand opportunities are generated from the greatest number of sources possible. This includes our award winning Starwood Preferred Guest (SPG) loyalty program, world-class Global and Field Sales teams and our powerful Central Marketing Channels, helping to ensure every opportunity is realized. Selling is a global affair ... and the expertise of Starwood is boundless. No matter where you are in the world, our global and on-property sales and marketing teams work collaboratively to bring guests to your hotels. Our skilled teams are dedicated to driving business and revenues with both new and existing customers. Starwood propels business 24/7 through a synergy of state-of-the-art booking technology, customer contact centers and compelling online vehicles. Count on our branded websites to showcase your hotel with stunning photography and detailed information. Our skilled call center agents are always ready to provide the most personalized property and destination highlights to potential guests, describing everything from room features to weather conditions to the most enticing area attractions. Starwood Centralized Marketing Channels propel 50% of total room revenue globally and provide unrivaled cross-sell and up-sell opportunities. The hotel sales & marketing department is responsible for identifying customers with group business or volume accounts and booking their rooms, food and beverage and ancillary revenues into the hotel. The sales department is the heart of the hotel in that their business decisions affect all of the departments and is critical to the overall success of our individual hotels, our portfolio of brands and Starwood as a whole.

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Ideal Sheraton candidates are driven by the excitement and success of contracting group room revenue into the hotel. They are self-motivated to reach individual goals while contributing to team goals. A successful sales associate is confident, technologically savvy, and effective at proactively identifying problems and offering solutions. They understand the importance of strategically placing business in the hotel to maximize overall revenue while maintaining positive professional business relationships with their customers. Leadership positions within Sales are oftentimes filled from qualified Sales Managers that exhibit leadership potential, high levels of competence and a desire to succeed. Some Sales Managers prefer to remain in a selling role, as they are motivated by our pay for performance structure. We also encourage continued development and training to keep them motivated and rewarded.

Food & Beverages:

Food & Beverage (F&B) represents approximately one third of Starwoods total business and is a key driver of guest experience. As a result, the F&B function is critical to the overall success and reputation of our individual hotels, our portfolio of brands, and for Starwood as a whole. Ideal Sheraton F&B candidates are passionate about food service and focused on business results. A successful F&B associate works to create and deliver a consistent, high-quality dining experience that meets or exceeds guests expectations within the context of the individual outlet, property and brand. He/she possesses excellent teamwork and communication skills, as both are necessary to a wellorchestrated operation that resonates with guests. He/she is also an innovator in F&B, with an eye towards constant improvement in guest satisfaction and operating efficiency. 31

Sheraton offers opportunities in the following areas of F&B: Culinary F&B Operations Banquets & Catering Sales F&B Management (Restaurants, Banquets) Management positions within F&B are oftentimes filled with qualified linelevel associates who exhibit leadership potential, high levels of competence and a desire to succeed. Some associates choose to stay within the F&B function as a longterm career option; these associates are given the opportunity to move to more desirable locations or to larger operations. Other associates choose to use their grounding in F&B as a springboard to other hotel management positions and are encouraged to do so.

Housekeeping:
Room Attendants provide daily cleaning services to guestrooms in our hotels. This position is a good place to enter the hotel business, particularly if you want to focus on the Housekeeping Department as a career opportunity and do not have managerial or supervisory experience. Many of Sheratons Housekeeping Supervisors, Housekeeping Managers and Directors of Housekeeping started their careers as Room Attendants. As a Room Attendant you will learn the basic tasks that are essential to a successful Housekeeping Department. A terrific starting point for entry-level management in the Rooms Division is in the Housekeeping Department. As a Housekeeping Manager you will learn to manage people and why this is so vital to the success of Hospitality or any other business. You will also learn about many other departments in the hotel as you interact daily with departments such as the Front Office, Human Resources, Food and Beverage, including outlets and banquets, Engineering and Laundry. This training and exposure to all aspects of the hotel will help you be a successful manager, not just in 32

Housekeeping, but also in other areas that require people management and administrative organizational skills. The Director of Housekeeping manages the largest department in the hotel in terms of both the number of Associates working in a department and annual operating budget. The Director of Housekeeping is responsible for planning, organizing and executing the activities of departments which control the flow of available guestrooms for sale in the hotel. The cleanliness of the entire hotel and much of a guests overall impression of the hotel is related to Housekeeping and therefore the responsibility of the Director of Housekeeping. According to a study conducted by Lieberman Research Group in 2004 the highest level of importance in selecting a hotel is cleanliness with a 95% ranking. The position of Director of Housekeeping would be most appealing to those who enjoy planning, organizing and working in complex and fast paced situations. Because the scope of responsibility encompasses the entire hotel the need for excelling at planning and organizing is critical. You also must enjoy managing people and building a team and maintaining morale in a department made up of people from diverse backgrounds. If you like to analyze tasks and determine how to make those tasks more efficient this job would also appeal to you. Because of the diversity of responsibilities within the hotel, including guestrooms, public areas, laundry and working with contractors for a variety support functions, being organized and enjoying multiple responsibilities is necessary. For those who choose to become a Director of Housekeeping you will have the opportunity to develop and continually refine your skills in managing people. You will also have the responsibility to manage an operating budget that is the largest individual department budget in the hotel.

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Succeeding in managing people and controlling the largest operating budget in the hotel while maintaining high levels of guest satisfaction will allow you to advance to most any position in either a hotel, such as: Rooms Director Director of Operations/Hotel Manager General Manager Or in a corporate office position such as: Corporate Manager, Rooms and Related Corporate Director, Housekeeping and Laundry Corporate Director, Hotel Support As a Director of Housekeeping you will continually have the opportunity to refine your management and organizational skills, rarely will a day pass when you havent learned something new.

Human Resource:
Human Resources at Sheraton continues to be a dynamic and strategic function across the organization. Ranging from our world-class training and development to some of the most competitive pay and benefits programs in the industry, Human Resources plays a critical role in keeping Sheraton a leader in the hospitality industry. At property, Human Resources partners closely with the General Manager to create and support the hotels strategy. Human Resources is responsible for managing all recruitment, hiring, benefits, training and employee relations. It is imperative for Human Resources to ensure the hotel is hiring the best talent through strategic staffing, ensuring this talent is receiving comprehensive training, creating a safe and productive work environment and acting as an operational business partner, process facilitator and change agent! 34

Sheraton offers exciting career opportunities at our properties in Human Resources, including: HR coordinator HR Manager Recruitment Manager Associate Director of Human Resources Director of Human Resources Also, in an effort to continuously improve the Human Resources function at Starwood we have recently introduced a new training program, HR Academy, for all of our Human Resources professionals. HR Academy is a functional excellence program which will propel our property Directors and Managers of HR into their role as Business Partners. This three-day program focuses on the multiple roles played by HR Professionals - Strategic Partner, Associate Advocate, Process Facilitator and Change Agent. The program is very interactive with many experiential exercises reinforcing the four key roles. With the exciting growth and development ahead for Sheraton, Human Resources will play a key role in leading change.

Finance:
The Accounting, Finance, and Tax functions play a significant role in the management of Starwood hotels by providing the financial data used by all managers in their daily decision making, ensuring a financially sound and thriving hotel. At the property level, these departments work closely with the General Manager and department heads to increase their financial acumen, assist with recommendations for desirable economic options, safeguard owner assets with reliable internal control systems, and forecast and prepare monthly and annual reports. 35

The ideal candidate has excellent analytical skills, mathematical aptitude, the ability to multi-task and work independently. Time management is also an important skill in meeting deadlines successfully. Starwood offers exciting career opportunities in the following areas of Accounting, Finance, and Tax: Accounts Payable Clerk Accounts Receivable Clerk General Cashier Payroll Administrator Credit Supervisor / Manager Income Auditor Assistant Director of Finance Director of Finance Associates also have the opportunity to grow beyond Accounting, Finance, and Tax, and many pursue career paths in related areas such as Auditing, Tax Law, Contracts Management, Purchasing and Procurement, and Information Technology.

Security:
Ensuring the security of Starwoods properties, Security and Loss Prevention plays a crucial role within Starwood. It is a function that affects not only the physical resorts, hotels, and operations centers, but the security of our associates and our guests as well. Security and Loss Prevention candidates have a genuine concern for the safety and well being of others around them. Keys to success within this role: the ability to spot situations or surroundings that are out of the ordinary and the ability to interact in a friendly and courteous manner with both internal and external clients.

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Building both on experience and fundamentals, Security and Loss Prevention associates begin as security guards at either a resort or business center. After this introduction, associates progress, moving into supervisory or managerial roles in Facilities, Loss Prevention and Security. An opportunity that affords more than flexible schedules as well as the ability to contribute to the security of guests and fellow associates, Security and Loss Prevention has ample opportunity within Starwoods properties. With 825+ locations worldwide, the world is open.

Engineering:
Engineering is responsible for the maintenance and repair of the physical plant and all of its features, including: Day-to-day system operation and maintenance routines Preventive maintenance Minor and major repairs and improvements Support for other operating departments and guest activities As the facility is our "product" and the means through which we deliver our valuable services, high performance in this function is critical to the overall, longterm success of the business. The department plays a critical role in maintaining a safe environment for building occupants and compliance with various federal, state and local environmental, health, safety, operating and building codes, standards and regulations. This department head position carries out managerial processes including budgeting, forecasting, labor scheduling, personnel administration, work order tracking and various record-keeping duties. The successful candidate is self-starting, proactive, a team player, able to grasp the big picture as well as being involved in the details, and is an effective trouble-shooter and problem-solver. The individual must be technically familiar with the many aspects and disciplines involved in constructing and operating a large, complex facility, while effectively performing as a member of the management team. 37

Experience with developing and managing complex improvement projects is important. Successful Engineering department managers have often been promoted to positions of greater responsibility after initially hiring into the department at the craft level. By acquiring additional skills and demonstrating appropriate qualities, the craftsperson may be given the responsibility of a lead craftsperson or supervisor as an opportunity arises, then eventually managerial duties if further developmental progress is made. Other managers transfer their proven skills and experience from facility-related positions in other industries or from the construction industry. Those who make the commitment are rewarded by a fast-paced, interesting and challenging technical career within an attractive business environment.

Revenue Management:
Starwood is on the forefront of Revenue Management and the industry. With Revenue Management, there is absolutely no limit to the places you can go, within the company, around the country and across the globe. Revenue Management is the force behind optimizing pricing and inventory based upon consumer demand and market conditions. That means, every day, the Revenue Management team is working hard to drive profitability by selling the right product, to the right customer, at the right price through the right sales channel within every area of the hotel including rooms, food and beverage, meetings and more. Revenue Management is a rewarding discipline that requires strong leadership, analytical and strategic skills. Good revenue managers are interested in the whole commercial aspect of the hotel and how the hotel operates and functions. We look for people that have an interest and desire to drive change in the hotel people who are innovative, creative and passionate. 38

If you have an affinity for analysis and a strong desire to challenge the competition while keeping a close eye on the bottom line, then Revenue Management might be the career choice for you. A career in Revenue Management provides a tremendous opportunity for you to develop as an individual, to explore the world, to advance yourself intellectually, and professionally in a field that is changing all the time. We offer customized training so that Revenue Managers are perfectly equipped to succeed in the environment. We also have a diverse array of people join the Revenue Management discipline from different backgrounds; from food and beverage, sales, and finance. We are growing at a phenomenal rate so whether you are a new college graduate or simply looking to make a company change, Starwood has a variety of opportunities available for talented candidates in this growing field. Were not just looking for revenue managers and directors, were looking for leaders. Its a great time to join Starwood. If you have what it takes, you can grow and advance quickly. Now is the moment for Revenue Management.

The other sub-departments are as follows:

Administration Architecture and Design Catering/Convention Services Creative/Brand Design Development and Acquisition 39

Global Citizenship Information Technology Legal, Compliance Procurement/Strategic Sourcing Public Relations/Communications/Media Reservations/Call Center/Telemarketing Six Sigma Spa/Golf/Health Club/Recreation

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CHAPTER:3
SWOT Analysis of the organization

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SWOT analysis of Sheraton Strength:

Strong Food & Beverage are four

Weakness:
The Hotel is located far from the IT hub i.e. Electronic City. There are less options for the bar as people prefer to go to MG road. world trade to

restaurants:

There

restaurants in the hotel namely Feast, Persian terrace, Durbar and Lobby lounge. Leadership Teams. Location: hub of Near centre, near peenia the industrial Bangalore, near airport.

Opportunities:
To become the first International Hotel to attract more global business. To attract foreign customers from the local market. To become the market leader in the next few years.

Threats:
There are many other Five star hotels in the area that creates tough competition i.e. Taj, Moven Pick, Four Seasons. There is a very tough competition for the food and beverages also as Orion mall is right next to the hotel which has food joints.

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Key result areas of Sheraton:

The key result areas of the hotel are as follows: 1. Food & Beverages Department

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CHAPTER: 4
Organizational performance

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Organizational performance: System of accounting:

The accounting system of the hotel is completely managed through several different software of accounting but in the over all process at the end Double Entry system is followed to record transactions of the Hotel. The software which are used in the process of accounting of the Hotel are mentioned below: Opera: It is used in different departments such as Front Office, Laundry, Sales & Marketing, Accounts and Reservations. Sun System: It is only used in the Accounts payable department which comes under the Finance department for preparing the different Books of Accounts such as Profit & Loss, Balance Sheet, Bank reconciliation, Revenue report etc Infrasys: This software is used in the Restaurants and Banquets for the purpose of billing to the customers. FBM or FMC: This system is used in the stores, purchase and inventory control departments for the material controls and inventory management. FMC stands for Fidelio Material Control. FCS: This software is used to track the Telephone and minibar usage by the guests which is used for billing purpose. Vision Excel system: This system is used by the Finance department for the purpose of preparing the Balance sheet and Profit and Loss accounts in the format provided by the regional office.

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Accounting Procedure:

Revenue:
All the revenues will be imported to sun after the night audit is done in both softwares Opera and Infrasys. Each day room rayes are tagged by the reservations based on that eac nigh rooms are charged to the particular rooms.

Food & Beverages:

Bills are raised to the customers according to their order during the night audit review the bills are transferred to Opera from the Infrasys during the night and from opera to Sun System during the day. The next day daily revenue report is done on the basis of the imported revenues of the previous day.

Accounts receivables:
Once the billing is done there will be mode of payment i.e. 1. Direct payment: This is done by cash or credit card by the customer on spot to the front office. 2. Bill to Company (BTC).

Bill to Company:
Before taking the booking we get the contract and billing letter or mail correspondence. 46

Before extending the credit to the party we have to check on the credit worthiness of the party and get feed back on the company either they are good in making payments or not. Once the credit is approved there will be a ADHOC application form which is to be filled by the particular sales manager and taking approval from Director of Sales & Marketing, Credit Manager and Director of Finance. Once the bills are generated and transferred to the back office credit manager will generate the forwarding letter based on the BTC letter and contract and the bills will be sent to either company either by courier or personally. After 15 days the credit manager will call the company for enquiring about when the payments will be released.

Direct Payment:
Reservations takes the bookings from clients in terms of direct payment e.g. 100% advance or direct payment by the guest at the time of check out by cash or credit card. Once the guest checks out the cash will be reconciled by the front office manager and drop the same into the safe box. Next day general cashier will go to the front office to pick up the cash along with a witness for signature purpose. General cashier will take the cash revenue report and reconcile the cash and deposit it in the bank A/C. Direct payment made by the credit card will be reconciled by the Accounts receivable team based on EDC batch close once the transaction is transferred to the batch office with different bank A/c e.g. Amex, IDBI, HDFC. 47

Accounts receivable team will record the payment advice from the particular bank A/c on next day of the transaction to reconcile the credit card A/c after deducting the commission and service tax.

Accounts Payable:
The Balance Sheet, Profit & Loss A/c and Bank Reconciliation Statement is prepared by this department by using the different softwares which are Sun System and Vision Excel System. The Balance Sheet, Profit & Loss and BRS are made every once in a month. The Profit & Loss A/c is bifurcated into different operational department expanses such as: Salaries Expenses Operational Expenses Management Fees

And then comes the profit.

Significant Factors of success:

Location of the Hotel: The hotel is located in the most favourable area of the city. It is not even 100 mts. away from the World Trade Centre and nearest international hotel to the Industrial hub of the city that is Peenia and also very close to the Airport. Food & Beverages: The F&B department of the hotel s also very strong and has a variety of cuisines to offer to the taste buds of the guests. The F&B department is very innovative in itself it comes out with different menus and events happenin in the hotel e.g. Sucilicious, happy Hours @ Durbar, etc

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Performance appraisal system:

The performance appraisal system in Sheraton hotel is called as the Performance Management Process. This process starts at the end of the year when the associate sets his goals for the coming year or the Big 5s or the manager of the associate will set specific goals for the associate which are to be accomplished. In the middle of the year review is done on the achievements of the associate on his Big 5s or the specified goals given by his manager, the manager studies the over all progress of the associate under different criteria which are as follows: 1. If the associate is complying with the organisation standards or not. 2. The associate achieving the goals of the organisation or not. 3. The conduct of the associate in the organisation. 4. Whether he has achieved some extra appreciation or not. The manager will rate the associate as Outstanding, Good, Satisfactory and Unsatisfactory according to his performance in the organisation. And according to that the HR department will take necessary actions. When the associate has just joined into the Hotel he is supposed to be in a 3 months probation period so that the manager can study him and determine whether he is fit for permanent placement.

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CHAPTER:5
Conclusion

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Future Plans:
A few more Sheratons properties are coming up in the southern region of India i.e. Mysore, Chennai, Kochin The company is also eying tier-II and tier-III cities in Maharashtra for business hotels. Starwood Hotels and Resorts Worldwide has planned 18 new hotels across India by the end of 2015. It will include cities like Delhi, Mumbai, Bangalore, Hyderabad and Jaipur. It has recently developed Four Points by Sheraton in Pune and Visakhapatnam with Duet India Hotels Pvt. Ltd. The company is also eying tier-II and tier-III cities in Maharashtra for business hotels. Commenting on the future plans of Starwood, Dilip Puri, managing director India and regional vice president, South Asia, Starwood Hotels and Resorts said, " Starwood considers India as the third largest market after the US and China. It has responded to Indias acute need for mid-market lodging by working with proven development partners to open best-in-class conversion and new-build hotels throughout this dynamic emerging market. We are also planning to develop hotels in the cities like Nagpur, Nashik and Aurangabad." "We have a plan to aggressively increase our existing portfolio in India of 30 hotels by 60 percent by 2013.Four Points has in fact managed to fill the need-gap for a mid-market brand in the country," he added. Starwood has invested Rs 170 crore in Four Points Pune which features 216 rooms (168 hotel guestrooms and 48 serviced apartments). This is the third property developed by Starwood followed by the other brands like Westin and Le Mridien in Pune. The other brands of Starwood includes St. Regis, The Luxury Collection, W, Sheraton, Four Points by Sheraton and the recently launched Aloft and Element SM. Out of the nine, the company has developed eight brands in India.

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Sustainability:
Starwood is committed to doing the right thing for the environment, our guests, our meeting planners, and for the communities in which we operate. Sustainability is one of the key investments we have made at Starwood. We have created an integrated, holistic approach that carries through our hotel development, our operating principles, and our community partnerships. We are particularly excited to launch our Sustainable Meeting Practices. This program will help you meet your sustainability goals and it will help us reach ours. Sustainable Meetings Overview: Starwood's sustainability program meets the needs of our customers, while reducing the impact of our business on the environment. We are excited to highlight our Sustainable Meeting Practices, which integrate environmental and social responsibility into the meeting process. The Sustainable Meeting Practices currently in place in our North America hotels* fall into five core areas: Paperless Meeting Planning: We provide electronic sales tools during the meeting planning process to conserve paper including sales proposals, menu selection, room list creation, and reservation cross check. Sustainable Meeting Services: When using printed material, post-consumer recycled paper products are incorporated into your meeting and double-sided printing is available Recycled content paper flip charts and environmentally friendly non-paper supplies are available upon request.

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We utilize non-paper resources such as LED signage and white boards We have a selection of either potted plants or organically grown flowers Access to green transportation services is available We provide recycling bins in all meeting spaces Sustainable F&B Practices We incorporate sustainable food options into the meeting menu Meeting spaces can be designed using tables that do not require table coverings; if table coverings are preferred, we recommend reusable alternatives such as cloth We use china service to reduce the waste normally created using disposable products; if disposable food packaging is preferred, we utilize environmentally friendly options. Our condiments are provided in bulk dispensers to reduce waste We offer environmentally friendly alternatives to conventional bottled water We can donate leftover food from your meeting Impact Assessment Tools The Meeting Impact Report that we generate provides a tool to demonstrate the impact of your meeting on the environment. Socially Conscious Activities: We offer the opportunity for your attendees to give back to the local community through team-building and/or volunteer activities

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