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CHAPTER ONE

INTRODUCTION

1.1 Introduction to Bachelor of Hotel Management ( BHM)


The Bachelor of Hotel Management (BHM) addresses an increasing need for a course
which enables student to progress from post-secondary courses and enhance their
skills in this area. This course aims to produce broad based business graduate with
specialists knowledge in all aspect of hospitality industry.
Hotel Management is the ideal program for people with entrepreneurial flair, who
have good commercial insight and who are service minded. A lot of attention is paid
to professional skills and theory, and to management skill. Moreover, developing the
proper professional and hospitable attitude is an important focus point.

1.2Internship
Hotel management is a subject based on our practical knowledge, so internship is the
integral part of our study. Internship and the hotel assignment carry total marks of
600. Basically, Hotel Assignment is the report concerning about the each and every
departments of the hotel.
An internship is an opportunity to integrate career related experience into an
undergraduate education by participating in planned supervised work. An internship is
a work experience in which students set clear learning objectives that connect course
content to the real world employment.
In this context, I got an opportunity to complete my internship from the 5 star rated
hotel named Radisson Hotel, Kathmandu commencing from 15 th May 2014 to 15th
November 2014. I was positioned in different departments and learned the practical
field of hospitality world.

1.3Objectives of the Study


Objectives are views as outcomes. In other words, what do you expect to learn or
experience during your internship. Objectives are not tactics. Tactics should be listed
for each objective

Provide students the opportunity to relate theory to practice in real world.

Habitual professional life.


Give students in-service orientation to a career area, they may wish to

pursue.
Allow students the opportunity to work in their area of intended

specialization.
Enhance students understanding of organizational and group processes,

public service obligations.


Provide, apprentice expertise a new perspective for organizational
operation.

1.4Scope of the Study


Industrial exposure to the periods of 6 months is nevertheless the short time to learn
all the aspects of hospitality industry but it helps on to decide our career which was
impossible to really decide from the theoretical course conducted. Training helps me
to understand where I am really perfect to work at. How is my working ability and so
on? It really clarifies all the facilities, service and operation of a hotel and giving us
an opportunity to learn, observe and tactfully convince guest.
All the imagination of theoretical knowledge come on to the live performance and the
live performance isnt only good, its beyond the expectation. The training actually
gave birth of good feeling from the heart and working like the staff for the common
goal is going to be exciting and enthusiasing.
Positioning on the different department is the best training conducted ever. It really
help to understand the inter goal interdependency among each department and the
problem or conflict arise. So, I can really convince the topic of problem and solve

easily. The staffs working on each department is limited to enter their own private
working area but the interns are famous all around to each and every door.
Hence the studies really boost up the confidence to live the ones own life for the sake
of hospitality and customer satisfaction.

1.5 Limitation of the Study


The limitations of the study are those characteristics of design or methodology that
impacted the interpretation of the findings. The major limitation of the study is:

Lack of Capital.
Shortage of time
Unavailability of enough data from the secondary source
Respondent dont want to share data.

The practical exposure conducted by positing on different department is highly


fruitful but while dividing the days to work on each department to the various outlets,
the time for learning tends to be very short. Collecting the data goes very tough

CHAPTER TWO
3

LITERATURE REVIEW

A literature review is an account of what has been published on a topic by accredited


scholars and researchers. So it is a way to avoid investigations problems that has
already been definitely answered. My literature review helps in to define the specific
thesis, problem, or research question. It is a description of the literature relevant to a
particular field or topic, Radisson Hotel.

2.1 Introduction of Hotel Industry


Hotel is a place where the travellers may receive food and shelter and a comfortable
temporary house. A hotel is an establishment that provides paid lodging on a short
term basis. The word hotel is derived from the French word hote which means the
host.
According to the British laws, A hotel is a place where bonafide travellers can
receive food and shelter provide, if he/she is in a good position/condition to receive
and pay for it.
The word hotel may be formulated by the concept to the hospitality service, of which
the primary objective is to provide lodge and foods to the people who are
economically, mentally and physically able to receive. There are many other
properties in the field of hospitality business, such as lodge, guest house, rest house,
restaurants, etc., but the concept of hotel is only regarded with the combination of all
these activities. This actually refers to address overall expectations and needs of the
guest.
Hotel Industry is one of the fastest growing sectors of the economy of our time. The
hotel industry alone is a multi-billion dollar growing enterprise.

2.2 Classification of Hotel


4

There is no any exact classification for the hotels. However, hotels are classified on
the basis of the service they offer number and the types of the rooms they hold, area
of the location and much many factors. The following bases of classification are;

a. According to Location
Down-town Hotel
Airport Hotel
Motel
Resort
Camps

b. According to Size
Small Hotels (1-25 rooms)
Medium Hotels (25-100rooms)
Large Hotels (100-300 rooms)
Very Large Hotels (above 300 rooms)

c. According to length of guest stay


Inns
Apartment Hotels
Family Hotels

d. According to Types of Clientele


Business Hotel
Group Hotel
Convention Hotel
Youth Hostel

2.3 Introduction of Radisson Hotel, Kathmandu

Radisson Hotel Kathmandu made its debut in November 1998 at Lazimpat,


Kathmandu.
With the advantage of perfect location in the heart of Kathmandu and walking
distance to the diplomatic enclaves and touristic spots, the hotel's main building
offers 160 spacious guest rooms with Free Wi-Fi including Business class rooms &
suites, rooftop swimming pool with dramatic view of the surrounding mountains,
Business Class Lounge, fully equipped business centre and a fitness centre. While the
new wing offers 100 premium category rooms with modern amenities like seethrough bathrooms, rain shower facility, subtle lighting and audio system.
Business class room guests can enjoy a host of exclusive services such as express
check in and check out, breakfast and daily evening cocktails and canaps in the
Business class lounge, meeting rooms for two hours per day and free local telephone
calls.

Complimentary high speed internet


Smoking/ Nonsmoking rooms
Sprinklers and smoke detectors in each room
Wheel chair access/ Room for physically challenged
Fully independent air-conditioning in all rooms
Satellite cable TV with international channels
24 hrs. room service
Direct dial phone
Airport transfers.

2.3.1 Map of Radisson Hotel, Kathmandu


Located in lazimpat, the hotel is in the heart of city, adjacent to the Narayanhiti Palace
Museum and within walking distance to the major business houses, diplomatic offices
and popular tourist spots like DarbarMarg and Thamel. The hotel is 9Km from
Tribhuvan International Airport (TIA) and can be reached in 25 minutes by car.

Radisson Hotel Kathmandu


P.O. 2269, Lazimpath, Kathmandu
Nepal
Tel: 977-1-4411818, 4423888
Fax: 977-1-4411720
Radisson@radkat.com.np
www.radisson.com/kathmandune

2.3.2 Hotel Features


We are committed to 100% guest satisfaction. If you are not satisfied with something,
please let one of our staff know during your stay and we will make it right or you
wont pay. Its guaranteed!
Fully equipped health club and recreation center at the main building with separate
facility for ladies and gens like steam, sauna and Jacuzzi. Offering various types of
rejuvenating massages, center also boasts an outdoor swimming pool on the fifth
floor.

Business center with full secretarial services


Locker facility for valuable items
Wi-Fi internet access around the hotel
Travel desk (Travel and Tour services)
Concierge
Laundry and Valet services
Restaurants and Bars
Pastry Shop
Gift Shops
Conference and banquet facilities

Meeting facilities and services


We offer perfect solution for your meetings, workshops or celebrations. The meeting
rooms are suitable for hosting gatherings of all kinds, from political summits to
intimate family reunions to corporate meetings and incentive trips.

Conference, theatre and class room- style seating arrangements are available.

We provide out door catering as well.


Adoptable Nepa-Dhuku Banquet Hall and Waterfall garden with the capacity

to accommodate 800 persons.


Begnas Hall at the new wing with the capacity to accommodate up to 300

persons
Seven separate meeting and conference rooms to accommodate meetings of 8

to 450 persons
Full conference facilities including audio-visual and secretarial services
8

2.3.3 Rooms in each floor with room code


Room Code
KSEB:

King Smoking Apartment

TSDZ:Twin Smoking Superior room


KNDZ:

King Nonsmoking superior room

KSS1:

BC King Smoking

TSS1:

BC Twin Smoking

KSE1: Smoking Premium King


KNS1: BC King Non Smoking
KSEX:

King Smoking Junior Suite Room

KSEH:

King Smoking deluxe suit room

2.3.3.1 Main Building


Fig. 1
Floor Plan of the First Floor
122

120

118

116

114

112

110

108

106

101

KNS

TSS

KSS

KSS

KSS

KND

TSD

TSD

TSD

KSEB

1
125

1
123

Z
121

1
119

1
117

Z
115

KNS

KNS

KSS

KSS

KSS

1st Floor

107

105

103

KSS

TSD

TSD

TSD

Fig1. The above figure is the floor plan of the first floor of the main building where
the number includes the room. E.g. Room no 101 and the room is KSEB (King
Smoking Apartment). There are total19 rooms here.

Fig. 2
Floor Plan of the Second Floor
222

220

218

216

214

212

210

KNS1

KSS1

KSS1

KSS1

KSS1

TNDZ

TSD

225

223

221

219

217

215

Z
211

KN

KNS1

KSS1

KSS1

KSS1

KSS1

KSEX

S1

2ndFloor

209

207

205

203

KSD

TSD

TSD

TS

DZ

240

238

236

234

230

2nd

KSEH
241

KSXZ
239

KNXZ
237

KSXZ
235

KSEH
231

Ann

KSEH

KSXZ

KNXZ

KSXZ

KSEH

ex

Fig2. The above figure is the floor plan of the second floor of the main building where
the number includes the room. E.g. Room no 203 and the room isTSDZ (Twin
Smoking Superior Room). There are total 28 rooms here.

Fig. 3
Floor Plan of the Third Floor

10

322

320

318

316

314

312

310

308

306

304

302

3rd

TND

TSD

TSD

KSD

TSD

TSD

TSD

TSD

TSD

KSD

TSD

Floor

Z
321

Z
319

Z
317

Z
315

Z
311

Z
309

Z
307

Z
303

TND

TND

TSD

TSD

KSD

TSD

TSD

KSEB

342

340

338

336

334

332

330

3rd

KNXZ
343

TSXZ
341

KSXS
339

KSXS
337

KSXS
335

TSXZ
333

KSXZ
331

Ann

KNXZ

TSXZ

KSXS

KSXS

KSXS

TSXZ

KSXZ

ex

Fig3. The above figure is the floor plan of the third floor of the main building where
the number includes the room. E.g. Room no 302 and the room is TSDZ (Twin
Smoking Superior Room). There are total 33 rooms here.

Fig. 4
Floor Plan of the Fourth Floor

422

420

418

416

414

412

410

408

406

404

402

4th

TND

TSD

TSD

KSD

TSD

TSD

TSD

TSD

TSD

KSD

TSD

Floor

Z
421

Z
419

Z
417

Z
415

Z
411

Z
409

Z
407

Z
Z
405

403

TND

TND

TSD

TSD

KSD

TSD

TSD

KSEX

TSD

Z
11

Fig4. The above figure is the floor plan of the fourth floor of the main building where
the number includes the room. E.g. Room no 402 and the room is TSDZ (Twin
Smoking Superior Room). There are total 20 rooms here.

Fig. 5
Floor Plan of the Fifth Floor

522

520

518

516

514

512

510

508

506

504

502

5th

TND

TSD

TSD

KSD

TSD

TSD

TSD

TSD

TSD

KSD

TSD

Floor

Z
521

Z
519

Z
517

Z
515

Z
511

Z
509

Z
507

Z
Z
505

503

TND

TND

TSD

TSD

KSD

TSD

TSD

KSEX

TSD

Fig5. The above figure is the floor plan of the fifth floor of the main building where
the number includes the room. E.g. Room no 502 and the room is TSDZ (Twin
Smoking Superior Room). There are total 20 rooms here.

Fig. 6
Floor Plan of the Sixth Floor

622

620

618

616

614

612

610

608

606

604

602

6th

TND

TND

TND

KND

TND

TND

TND

TND

TND

KND

TND

Floor

12

Z
621

Z
619

Z
617

Z
615

Z
611

Z
609

Z
607

TND

TND

TND

TND

KND

TND

TND

Z
605

Z
603

KNEX

TND
Z

Fig6. The above figure is the floor plan of the sixth floor of the main building where
the number includes the room. E.g. Room no 602 and the room is TNDZ (Twin
Nonsmoking Superior Room). There are total 20 rooms here.

Fig. 7
Floor Plan of the Seventh Floor

722

720

718

716

714

712

710

708

706

704

702

7th

TND

TS

TND

KND

TS

TS

TS

TS

TS

KSD

TS

Floor

Z
721

DZ
719

Z
717

Z
715

DZ
711

DZ
DZ
DZ
709 707

DZ

Z
DZ
705

703

TND

TND

TS

TSD

KSD

TS

TS

DZ

DZ

DZ

KSEX

TS
DZ

Fig7. The above figure is the floor plan of the seventh floor of the main building
where the number includes the room. E.g. Room no 702 and the room is TSDZ (Twin
Smoking Superior Room). There are total 20 rooms here.

Total rooms in the Main building:


1st Floor: 19 rooms
13

2nd Floor: 28 rooms


3rd Floor: 33 rooms
4th Floor: 20 rooms
5th Floor: 20 rooms
6th Floor: 20 rooms
7th Floor: 20 rooms
Total: 260 rooms

2.3.3.2 New Wing


Fig. 8
Floor Plan of the 1st Floor

162

160

158

156

154

152

150

1st

KSE1
161

KSE1
159

KSE1
157

KSE1
155

KSE1
153

KSE1
151

KSE1

Floor

KSE1

KSE1

KSE1

KSE1

KSE1

KSE1

163

165

167

169

171

173

1ST

TSE2

KSE1

KSE1

KSE1

TSE2

KSE

Ann

ex

164

166

168

170

172

TSE2

KSE1

TSE2

TSE2

KSEF

Fig8. The above figure is the floor plan of the first floor of the new building where the
number includes the room. E.g. Room no 150 and the room is KSE1 (King Smoking
Premium Room). There are total 24 rooms here.
14

Floor Plan of the 2nd floor, 3rd floor, 4th floor, 5th floor, 6th floor and 7th floor of the
new wing is shown in the appendices.

2.4 Positioning in Different Departments.


2.4.1 Introduction to Front Office Department
Front office is the most visible segment of any hotel industry which is strategically
located at the entrance of the hotel building within the high traffic lobby area. It is the
first department noticed by the guest. It is the department which is responsible for the
sales of hotel rooms through systematic method of reservation followed by the
registration and assignment. It is attractively design and systematically and
sufficiently equipped to perform the necessary formalities relating to arriving and
departing guest.
The front office in a hotel holds a prime importance and view of the business of a
hotel i.e. to sell rooms. Revenue collected from the sales of room is very high. Since
this is the only department which has got first and last point of contact of every guest
with the hotel.

Room Rates
One of the challenges for a Front Office Manager is to establish room rates. Room
rate must satisfy the following purposes:

It must be competitive with competition.


It must contribute to the revenue of the property to keep business healthy.

Tariff of Radisson Hotel Kathmandu


Published FIT rates valid until 30 September, 2015

15

Single / Double
Superior Room

US$ 185

Deluxe Room

US$205

Premium Room

US$220

Business Class Room

US$250

Junior Suite

US$300

Premium Suite

US$400

Deluxe Suite

US$500

Extra Bed

US$60.

Suites

Published GIT rates valid until 30 September, 2015


Single

US$140

Double

US$ 150

Meal Rates
Breakfast

US$ 15

Lunch

US$ 20

Dinner

US$ 25

All rates quoted above are subjected to 10% Service charge and 13% VAT
Tariffs are subject to change without prior promise.

2.4.1.1Organizational Chart of Front Office Department

16

Fig9:
Organizational Chart of Front Office Department

2.4.1.2 Sections of Front Office Department


a. Reservation
17

A request for accommodation on by a guest for any particular period is called


reservation. It is a process of booking a room in advance for prospective guest for
certain period of time when reservation is made at hotel.
Reservation is one of the important parts of Front Office Department. It is also known
as the hub center of the hotel. Request of reservation may come from different modes
such as letter, fax, telephone, email etc.
It is the most important part of the F/O department. It keeps the record of all the
reservation made by the guest or the travel agencies. The department sometimes
directly makes the link to the guest and informs the rate and the facilities the hotel
offers to the guest.
Responsibilities of the departments:

Making reservation to the hotels.


Updating guest profile with the available information.
Helping guests / agencies with information about the hotel and its

facilities.
Facing reservation confirmed amended or cancelled later to the

required agency or guest.


Sending filled up reservation from the reception of next day arrival one
day in advance with all correspondence.

Steps involved in the room reservation

Handling room request


Determining availability and rates
Confirming the reservation
Guaranteeing the reservation
Change of reservation
Cancellation
Group reservation
Guidelines for service request.

Tasks performed:

Faxing

reservation

request

cancelled(stamps)

18

form

as

confirmed

amended

or

Filling reservation request form and other related papers as per the date

and month.
Filling up details in reservation form.

b. Reception
The personnel in front desk welcome and receipt the guest and assign them a room
after few registration formalities, maintain room ability and provide information. This
section is responsible for the warm and friendly reception of the entire guest.
Reception is the staff that has direct contact with guest.
Reception of Radisson hotel operates 24hrs to provide highly professional and
efficient service to the guest. Reception is only the department which gives the first
and last impression to the guest. The personnel should be very much careful while
dealing with the guest because this is the first point to meet the guest.
Receptionist also manages the room key.

Duties and responsibilities of this section

Preparing keys of the guest rooms.


Handle registration for guest with reservation and walk in guest and

allocate appropriate rooms of them.


To receive the guest promptly and assign the room.
To issue VIP amenities voucher.
To handle foreign guest and complete all their required government

formalities.
To calculate room availability and advice reservation.
To send arrival and departure notification slip to various departments.
To open guest folio and check the guest registration card.
To arrange transportation facilities for guest if required.
To prepare flash report.
Checking all the settlement by night auditor.

Tasks performed:
19

Filling up details in key card jackets as per arrival list along with the

key cards. Key jackets can be reused.


Encoding the guest room key cards as per requirement. Vision software
is used and through the Opera PMS (Version5.0, Service Pack
5.0.03.01/17), departure date of the guest is known and then room key

is made valid till the 1200hrs of the Check-out date.


Helping guests with required information.The guest might be asking
for Mr. Aslam then checking through the arrival or in-house guest in
the Opera PMS, can be helped. Helping to find locations like the board

rooms, begnas hall, businesscentre and so on.


Making packages for package guest (Holiday packed).

c. Concierge
The concierge provides extra information on entertainment, sports, amusement,
transport, tours, church service and baby sitting in the area. These people also obtain
the ticket and make reservation on restaurant. It is information moving desk. This
table is set up for special function, festival. It does special duties for which it is setup.
Concierge seems to be active when there is check in and check out of the guest. The
main job of the bell desk is to carry the luggage of the guest to the room in the check
in and to bring the luggage to the front desk up to the vehicle during the check out.
This section performs the job like checking, identifying, and transferring storage of
guest luggage for which a proper record of the guest luggage has to be maintained.
Bell desk is a section where the guest luggage are tagged and taken to the guest room
after the guest is registered. The bell boy handles the guest luggage. It helps the guest
to receive newspaper in the guest room, maintaining errand card and delivering mails
and packages to the guest rooms.

Responsibilities

Carrying guests luggage during arrival and departure.

Storing guests luggage in the luggage storage room.

20

Distribution newspaper to executives offices, club floors and different


outlet.

Providing stamps (postal) to the guests as per their need.

Helping guests with providing stamps (postal) to the guests as per their
need.

Helping guests with required information.

Tasks performed

Tying baggage tags to the guests luggage along with details.

Helped carrying luggage during guests arrival and departure.

d. Telephone Operator
This is the separate section under front office department located at the back side
connected to the front desk which is not seen by the guest.
This section is responsible for all the internal and external telephone calls. Three
number of switch board are placed here in order to handle the call effectively. This
section handles all incoming and out-going calls and maintains a record of
international calls for billing purpose.
Duties and responsibilities of this section

Handling all the incoming national, international, and in-house calls.


Receiving and forwarding the calls.
Handle the guest message
Making Wake up calls for the guest if informed
Make the bill of the all outgoing calls by the guest and staffs.
Maintain the telephone directory which is having all the necessary
numbers of travel agent, hotels, hospitals etc.

21

Standard Phraseology
2400hrs 1200hrs

Good Morning

1200hrs 1700hrs

Good Afternoon

1700hrs 2400hrs

Good Evening

Casual Phrases

Hotelier Phrases

Hello!

Good Morning Hotel Radisson,


How may I help you?

Yeah

Yes Sir, That is right Sir.

Okay Right

Very Well Sir

Sure

Certainly Sir

One Sec, Please Wait

Kindly hold on / Stay on line


Sir/Madam

Just a minute Hang on, Hold on, Hold the line:

Let

me

check

it

for

you

Sir/Madam
Can I

May I

You misunderstood me

I was Clear Sir

Any Problem

May I Assist You

Whos speaking

If the call is for you who am I


Speaking to?

Who is this

If the call is for another person.


Who shall I say is calling? / Who
shall I say called?

No Problem

This will be taken care of

Why dont you

let me call?
22

See you

Have a nice day / Good day

I have no idea

Other Alternatives

e. Business Centre
This unit will assist a customer to organize meeting or to have a temporary office
during his stay at the hotel. The main focus is to business people. The facilities may
include a secretary and other facilities like photocopy, fax machine, overhead
projector, internet connection, computer, library etc.
Responsibilities of department

Availing internet access to the guests.

Availing fax, photocopy and print out facilities to the guests.

Making telephone calls for the guests as per the request.

Helping guests with different national and international newspaper.

Tasks performed

Helped the guests to get internet access.


Preparing states summary report.
Helping the guests with newspaper, photocopies, and printouts.
Making telephone calls for the guests.
Booking of meeting room within the business centre for an hour, half
day or the whole day.
Table1:
Detailed rates of the business center

S. No
1.

Particular
Local Calls

Rate
Rs.6

2.

International Calls

minute
According

Need to add
per 13% VAT

Total
As per Total

to 13% VAT

Minute
As per Total

23

3.

place called
Rs.6 per page

Photocopy

10%

Minute
Service As per Total

Charge + 13% Copies


4.

5.

Print Out( Black Rs.50 per page

VAT
10%

and White)

Charge + 13% Copies

Print Out( Color)

VAT
per 10%

Rs.100
page

6.

Service As per Total

Service As per Total

Charge + 13% Copies


VAT
per 13% VAT

As per Total

to 13% VAT

minute
As per Total

Fax (Local)

Rs.6

7.

Fax( International)

minute
According

8.

Internet
15 Minutes
30 Minute
1 hour
1 day
Unlimited

Rs.200/Rs.350/Rs.600/Rs.700/According

Scanning

Days.
Rs.50 per page

place faxed.
a.
b.
c.
d.
e.
9.

minute
13% VAT
13% VAT
13% VAT
13% VAT
to 13% VAT
10%

Rs.226/Rs.395.5/Rs.678/Rs.791/According

to

Days.
Service As per Total

Charge + 13% Copies


10.

Binding(

Small/ Rs.50/

Medium/ Large)
11.

VAT
100/ 10%

150

Service As per Total

Charge + 13% Copies

Lamination A4 size Rs.75 per page

VAT
10%

Service As per Total

Charge + 13% Copies


VAT

2.4.1.3 Overall task performed


a. Front of the house

Through the Opera PMS software, name of the guest arriving today and the
room assigned are written at the back of RR form.
24

I know the name and room assigned. All the room numbers are written in the
key jacket as per the name and segregate the FIT and GIT. Afterwards I open
the Vision software and the password 8899. The key is encoded as per the

duration stay.
Internet password coupon is provided to the guest on request.

b. Back of the house

All the arrival and the departure guest list is made: E.g.

Departure list
Initial

First Name

Last Name

Room No

Ms.

Erika

Saetti

237

Mr.

Andrea

La Piccirella

237

Mrs.

Montserrat

Rodriguez Zamora

403

Ms.

Phuong Thay

Nguyen

704

Arrival List
Initial
Mr.
Mr.
Mr.
Mr.
Mr.
Mr.
Mr.
Ms.
Mr.
Mr.
Mr.
Ms.
Mr.
Ms.
Mr.
Mr.
Mr.

First name
Ranabir
Arivoli
Vishal
Marco
Ashis
Hitoshi
HuuHieu
Barbara Ann
Sonam
Karma
Manoj
Renata
Betsy
Josefa
Jake
Kevin
Johannes
25

Last name
Basuthakur
Nasser
Arora
Sora
Kumar
Watanabe
Nguyen
Watkinson
Tshewang
Dyenka
Agarwal
Dubini
Lippman
Ojano
Brawn
Johnson
Marliem

Mr.
Mr.
Mr.
Mr.
Mrs.

Christopher
Radheshyam
Mitesh
Douglas
Pauline

Burnham
Konoria
Dave
Tashjian
Gleeson

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IntitialFirst_NameLast_name
Print

Welcome Letter for the main building


Nov 13th 2014

Welcome to the Radisson Hotel Kathmandu!


On behalf of the entire Radisson team members, I thank you for choosing our hotel
and we all are committed to serve you the best way possible. All of our rooms are
equipped with Mini Bar, Cable TV, Electronic Safe, Iron / Ironing Board and
Tea/Coffee making facilities.

Our Services in brief:

The Fun Caf (TFC) is located at the lobby, serves International cuisines and is open
from 06:30 hrs. 22:30 hrs. It serves:

Buffet breakfast/Buffet lunch & dinner/Varieties of international tastes + A-laCarte


26

Corner Bar is situated at the left hand side corner, in front of the hotel premises.

It has live band playing International Music and Songs, a recommended


rendezvous for corporate and leisure guests. It is open from 15:00 hrs. 22:30
hrs.

The RADKAT Fitness Center is situated on the 4thfloor - equipped with Gym,
Cardio, Steam Bath, Sauna and Jacuzzi.Swimming pool with Sundeck is located on
the 5th Floor. All these facilities are free of charge to house-guests. The hours of
operation are 06:30 hrs. - 21:00 hrs.
Club Carlson is Carlson Hotels world-wide guest hospitality program developed for
loyal customers, enabling them to earn and redeem Club Carlson at participating
Carlson-branded hotels around the globe. Thus, if you wish to join & become a Club
Carlson member, please contact the reception to enroll for the same.
Our Business Center opens 24 hours for your service.
We have a Voice Mail System in all the rooms. Please dial 1 to access it. Use your
room number for mail box & Password.
Should you wish to use our internet facility Wi-Fi in the room, please contact the
reception?

IF YOU ARE EXPECTING OUTSIDE VISITORS, WE REQUEST YOU TO


PLEASE MEET THEM AT THE LOBBY OR THE RESTAURANTS/BARS.
Guests traveling with Indian currency to kindly note that the denominations of
INR 500 & 1,000 cannot be accepted or exchanged in the hotel as per the Govt.
regulations of Nepal.
I wish you a very pleasant and comfortable stay with us!

Anil Malik
General Manager
27

2.4.1.4 Analysis of the Front Office Department

a. Positive Analysis

Intern students are equally provided opportunity to learn in every


sections of front office department. Both Back house and Front house

duties.
Treated as a coming global hospitality leader and respected as
Sir/Madam and works hand to hand which made us very beneficial.

b. Negative Analysis

Interns are provided with the tasks that are more risky in nature. E.g.
they are left alone to type the name of arriving and departing guest so
that to merge in the welcoming and departure letter respectively. So it
may create the great problem if the name or room number goes wrong.

28

2.4.2Introduction to Food and Beverage (F&B) Service Department


The F&Bservice department is one of the most important profit oriented department
in any hotel industry which plays a dominant role in revenue production by providing
varieties of prepare F&B in the hospitality manner to the house and outhouse guest.
The F&B service department of a hotel is the most labor intensive department The
F&B service should coordinate, complicate and cooperate with other different
department like HK department, F/O department, Security, Account, HR department,
maintenance department etc.
The food and beverage service is now being popular and is also referred to as the
hospitality catering industry
The word service has its own meaning
S- Smile for everyone
E- Excellent in everything
R- Reaching out to every guest
V- Viewing everything
I- Inviting guest to return again
C- Creating a warm atmosphere
E- Eye Contact

29

2.4.2.1 Organizational Chart of F&B Service Department

Fig10:
Organizational Chart of F&B Service Department

30

2.4.2.2 Outlets of Radisson Hotel, Kathmandu


a. The Fun Caf (TFC)
The fun caf is the main restaurant of all. It is located near to the main building lobby
and reception overlooking the waterfall garden. It serves an exciting selection of
31

assorted flavors from around the world. It has a multi-cuisine service given to any
guests of the hotels and the outsiders too.
The fun caf has buffet displays ranging from vegetarian to non-vegetarian guests. As
it serves buffet breakfast, lunch as well as dinner. Buffet breakfast is served only to
the in-house guest. It also serves the A la Carte menu.It has the two sections as the
smoking and non-smoking zone but now the outlet is not divided for the reason. TFC
is the non-smoking zone and outside the restaurant called the waterfall garden is the
smoking zone.

b. Olive Garden (OG)


OG is the multi-cuisine restaurant and Mediterranean restaurant serving the limited
amount of guest, as it is lavish and the amount of money charged is high here. It
provides you with private and omission of noise. OG targeted on VIP and VVIP guest
so it doesnt compromise in its price and quality. It offers the food of those European
counties which lies in the coast of the Mediterranean Sea region such as Italian,
Moroccan and Greek, New Zealand, Spanish.
Opening time:
Executive Breakfast is only served at 8:00am to 10:00am. The duty is generally
handover to the staff of room service.
Restaurant opening time: 8:00pm to 11:00pm

c. Corner Bar
The Corner Bar offers an array of sumptuous snacks, exotic drinks and cocktails. This
place is suitable for a perfect hangout for those with a busy schedule and is looking

32

for a quality time to unwind in the evenings. Opening hours: 4:00pm till 11:00pm.
This Outlet features nightly live music.
The corner bar is the only pub that the hotel has in its compound.

d. In Room Dining (IRD)


For the convenience of the guests there is 24 hour in-room dining is available. It
offers a variety of western and eastern delicate with warm, personalize service. Can
make a call from their room and order for food and beverage and the room service
staffs carry their food and beverage to the guest rooms. The IRD is responsible for
setting fruits and cookies basket for the floor boy in the H/K department who is
responsible to provide as per in the guest rooms.

e. Service Bar
It is the only bar at the Radisson hotel which is located away from the guest contact. It
is at the inner corner of house where there is no chance for any guest to get connected
with like corner bar or lobby bar. This bar is responsible for the supply of beverages at
TFC, OG and Room Service. This bar is also responsible for providing welcome
drinks to the in-house guest during their arrivals.
Opening time: 7:00am to 11:00pm

f. Lobby Bar
The lobby bar is situated near the right side of the new wing lobby. It has the capacity
of 20 covers. Its standard timing is 11:00am to till 10:00pm. The menu of the drinks is
to be same as per the corner bar menu. This bar provides happy hours at 5:30 pm to
till 7:30 pm.
g. Coffee Shop

33

It is located in the third floor of the new building which has spectaculars view of the
main building and the city. The coffee shop features a buffet breakfast for in-house
guest and the lunch and the dinner offering is generally through A la Carte menu.
Opening time:
6:30 Am to 10:00 Pm

h. Terrace garden
Terrace garden is located on the fourth floor of the new wing with the panoramic view
of surrounding hills and the mountains. It serves Soups, Salads, Sandwiches, grilled
items between 12:00hrs to 22:00hrs.

i. Pastry Shop
Pastry shop at Radisson is located at the same building as that of the corner bar. It is at
the ground floor of the corner building which is regardless the best in town for the bite
of some exquisite and delightful pastries. Pastry shop is responsible for serving the
pastries not only for the in-house guest but also for the local sales in the market, and is
visible by everyone. The pastries like doughnuts, croissant, white bread, brown bread,
cakes, and muffins etc. displayed in the shop are brought from the bakery at the
basement of the new wing building. The pastry shop can be opened at 8:00am to till
8:00pm.

j. The Club Lounge Plaza


It is mainly targeted to the Radisson club room guest and VVIP guest. The club
lounge is locates on the first floor of the main building, It is situated at the left hand
side of the guest elevator. The Radisson club lounge offers an executive breakfast
service from 7am to 10am for the club room guest only. Snacks and drinks are served
during happy hour in the club lounge from 5:30pm to 7:00pm. The Club lounge plaza
has the 18 pax sitting capacity.
34

2.4.2.3 Conference and Banquet Facilities


Table:2
Conference and Banquet Facilities
Floor area
HALL

(L*B*H)

Floor

Receptio

level

Buffet Theatre
cum

style

U-

Class

shape room

sit
down

Nepa/Dhuku

25.65m*17.15m*4.5m

Ground 800

300

450

150

150

150

250

80

120

250

130

200

75

100

Ground 300

150

200

80

100

40

35

80

35

30

38

30

50

27

30

30

18

25

18

18

floor
Dhuku

14.6m*17.1m*4.5m

Ground 300
floor

Nepa

10.9m*17.1m*4.5m

Group
floor

Begnas

14m*18.3m

floor
Rara

15.39m*5.5m

First
floor

Gosainkund

9.65m*7.05m

First
floor

Phoksundo

5.97m*7.05m

First
floor

Boardroom

4.07m*3.52m

First
floor

2.4.2.4 Analysis of the F&B Service Department

35

10

a. Positive Analysis

We were provided with various chances to explore ourselves which we


werent got at some moments.

The trainees are not only to do job back of the restaurant but also are
given chance to face the guest, which helped us to increase our
confidence in front of the mass.

Found mutual coordination with other departments.

The captains and supervisors are very much helpful and cooperative.
They are excellent in their duties and responsibilities.

b. Negative Analysis

The staff does what they have been doing all those past years. Due to
which, the development of service was lacking behind. No new
techniques were implemented since the staffs were very much senior
and highly experienced; there was a problem for the executives who
were young to make them work in different way.

As the staffs were working for many years in same organization, there
wasnt a chance for new and highly educated employees.

As the trainees and the new comers were given chance to perform
inside the restaurant, the permanent staffs used to totally rely on them.
36

Due to which the guest couldnt get the full satisfaction of high
standard service.

2.4.3 Introduction to House Keeping Department


Housekeeping department possess the never ending tough most vital job ever to
perform in the hotel industry. From the floor to the ceiling, from the spring of the bed
to the hook of the curtain, all the entire job of housekeeping is performed by the staff.

37

The term Housekeeping refers to keeping the house cleans comfortable and safe. It
is regarded as the backbone of all the lodging industry. Housekeeping is considered
the key supporting department that helps in earning major revenue in hotel. Out of
total revenue earned by the hotel 50% and more is generated from room alone. It also
ensures that the content and amenities of guest room are maintained at high standard
to meet the guest satisfaction.
Usually, Executive housekeeper allocates, supervise and monitor daily and periodic
cleaning, maintaining and redecoration. They are also responsible for up-keep of the
entire area of the hotel except kitchen, bar, food and beverage, store and pantries.
To manage housekeeping department following should be considered:

Recruit skilled and semi-skilled manpower.

Design and dcor of guest room, bathroom, floor pantries.

Design and layout of section of housekeeping.

Selection of proper furnishing.

Hire temporary staff for managing peak season.

Plan and organize the work efficiently.

2.4.3.1 Organizational Chart of H/k Department

Fig11:
38

Organizational Chart of Housekeeping Department

2.4.3.2 Housekeeping Responsible Area


a. Linen and Uniform Room
The current linen and uniform are stored or stocked for issuing and

servicing.
There are adequate shelves to store the linen and uniform.
The room should be free from humidity and heat.
The uniform and linen of every staffs are stored properly with hanging
facilities.

b. Lost and found


This section has a small space away from thoroughfare.
This section is very secure, cool and dry with a cupboard to store all
guests articles that are lost and may be claimed later.
c. Linen and uniform store
This is the store for stocks of new linen and uniform.
The store stocks maintain should enough to replenish the whole hotel once
over.
d. Control desk
39

The main communication centre of the department.


The nerve centre of the department which co-ordinates with the front

office, room service, engineering, etc


The room is contained of large notice board including of schedules of day
to day.

e. Laundry
All the guests and staffs uniform and linen are washed, dried and ironed.
The restaurant linens such as table cloth, napkins, mat, etcare also washed.
Different chemical are used for different types of stain.
Even the wiping clothes are provided by laundry.

2.4.3.3Introduction to the Rooms


Room is a place which is sold to the guests either for day purpose or night purpose
where guests find complete privacy, security as well as comfort. Each hotel has a
variety of rooms to satisfy the need of customer.
A room is any distinguishable space within a structure. Usually, a room is separated
from other spaces or passageways by interior walls; moreover, it is separated from
outdoor areas by an exterior wall, sometimes with a door.
Likewise Radisson Hotel, Kathmandu also has variety of room to satisfy the guest.
The hotel has a total of 260 guestrooms and suites in the main building and 100
operational rooms in the new wing out of 102 rooms
a. Business Class Club Rooms
There are all together 22 business class club rooms in the first and second

floor of the main building.


High category guest
Long Stay guest.
Central Reservation
Embassy

40

Business class by Radisson features upgraded amenities and services specially


designed with the business traveler in mind. You will enjoy the

Upgraded in room amenities: -Daily breakfast, 1000 bonus gold points per
night, Weekday newspaper delivered to your room, free pressing of 2

garments, Daily turn down services.


Additional amenities include:-Fruits and cookies in the room, Happy hour at
lounge with hors doeuvres, 17:30 hours-19:30 hours, Personalized stationery,
And as always, with every stay at Radisson, enjoy free internet and 100
percent guest satisfaction.

b. Deluxe Room
Sofa Cum bed
Parquet Floor
Extra blanket and pillow is provided
Extra third care need to be provided
Anticipate them as per their need.

These rooms include a stylish bathroom, comfortable sofa, flat screen television, mini
bar, beautiful parquet and all of the amenities of a superior room
41

c. Deluxe Suite Room


These suits have s contemporary design and feature high ceilings, large windows and
a separate sitting area attached to the master bedrooms. Room amenities include an
extra bathroom, separate toilet and two televisions. Mirrors and paintings hanging on
the wall provide a blend of modern and traditional Nepalese culture.

d. Superior Room
Rooms are tastefully furnished and provide stunning views of the surrounding
mountains. Those rooms features comfortable beds, bedside tables, drop down lights,
a 21 television, mini bar, work desk with chair and large windows that provide plenty
of natural lights. A stunning bathroom is attached to all rooms. Some superior rooms
are designed with parquet floors, while others are beautifully carpeted.

42

Room 304 and 306, 404 and 406, 504 and 506, 604 and 606 704 and 706 are with the
interconnecting door.

2.4.3.4 Duties and responsibilities of housekeeping personnel


a. Executive Housekeeper:
The Executive Housekeeper reports to the general manager or the rooms
division manager. He/she is responsible and accountable for the total
cleanliness and aesthetic upkeep of the hotel. He/she supervises all
housekeeping employees, has the authority to hire or discharge subordinates,
plans and assigns work assignments, informs new employees of property
regulation, inspects completed assignments and requisition supplies.
The good housekeeper must possess a high degree of tact as well as good
organizing ability. This is a management position that commands respects
from all the members of the hotels. The duties and responsibilities of
executive housekeeper are as follows:

Organize, supervise and coordinate the work of housekeeping personnel

on a day-to-basis.
Ensure excellence in housekeeping sanitation, safety, comfort and

aesthetics for the hotel guests.


Draw up duty rosters and supervise the discipline and conduct of his/her

staff.
Counsel employees on various duties and work-related issues.
Motivate his/her staff and keep their morale high.
Search constantly for the new techniques and products.
Organize maintenance and repair of guest rooms.
Deal with lost and found articles.
Ensure the provision of proper uniforms for the hotel staff.
Ensure the observance of hygiene and safety precautions.
Evaluate employees in order to upgrade them when opening arise.
Organize and supervise on the job and off-the-job training of staff.
Coordinate with maintenance department.
Be responsible for the redecoration and refurbishing of rooms, lobbies

and so on.
Provide a budget to the management and undertake budget control and
forecasting.
43

Hold meetings of the housekeeping staff.


Prepares policies concerning housekeeping.
Training of new recruitment.

b. Floor Supervisor:
The floor supervisor reports to the assistant and executive housekeeper. Floor
supervisor have final responsibility for the condition of guestrooms. Each
floor supervisor is assigned three or more floors. He/she gives the room
attendant their room assignments and the floor master keys, which are turned
at the end of the day. She checks, supervises and approves the attendants
work and makes periodical inspection of the physical condition of all room on
the floor. The floor supervisor duties and responsibilities of floor supervisor
are stated as below:
Supervise the handover of soiled linen to the laundry and the

requisitioning of fresh ones from housekeeping.


Ensure supply of equipment and maintenance and cleaning supplies to

floors and public areas.


Issue floor keys to room attendants.
Supervise spring cleaning.
Report on maintenance work on his/her floor.
Coordinate with room service for clearance.
Maintain par stock for the respective floors.
To execute the pest control schedules on the assigned floors.
Check on scanty baggage.
Report on standard of individual staff performance.
To meet with minor complaints and request made by the guest and staff.
To maintain floor registers/files and daily requisitions.
Prepares occupancy reports.
Report all lost and found items and ensured that the prescribed procedures

are followed.
Immediately report any safety or security hazard to the security department
or to the management.

c. Linen Room Supervisor:


The position of linen room supervisor is also called linen room charge or head
linen keeper. He/she has the overall responsibility for sorting, marking,
collecting, packing, delivering, stocking/sorting and inventory of linen of
44

entire departments and sections of the hotel. Under the guidelines and
instruction of executive Housekeeper, he/she has to operate this section by
maintaining a close coordination with the tailor/seamstress, and attendants.
He/she must have the knowledge of laundry works e.g. dry cleaning, washing,
starching, stain treatment and ironing of linen and their upkeep. The duties and
responsibilities of linen room supervisor are stated as below:
Be responsible for the entire hotels linen and issue linen as per procedure.
Send dirty linen to the laundry after checking them piece by piece.
Check laundered linen before giving it for ironing.
Put away linen neatly once it has been washed, ironed and mended.
Maintain a register of linen movement and check the linen regularly
Look after the ironing and laundering of guests clothes and the uniforms
of the hotel staff.

Supervise the work of linen attendants and tailors.


Make suggestions relating to replacement purchases.
Lead, train and motivate the team to provide service as per the standards.
Maintain discipline and conduct performance appraisals of the personnel

under his/her control.


Execute the pest control schedules for the linen room.
Coordinate the annual audit of the linen room.
Coordinate with engineering on matters of maintenance and safety in the

linen room.
Put restrictions on the misuse of linen by employee by inspecting their

lockers or finding them for misuse.


Ensure that employee must not wipe spillages with white linen. They
should use dusters specifically provided for the purpose.

d. Room Maid/Room Boy:


The room maids work is of great importance because it contributes in a big
way to the comfort of guests and hence their impression of the hotel. Their day
consists of servicing each room to the required standard of the hotel, and this
includes making beds, coping with linen supplies and general cleaning.
Generally hotels employ one room maid per 12-15 rooms. Room maids report
to the floor supervisor. And in small hotel, they may report to the assistant

45

housekeeper directly. The duties and responsibilities of room maids/room boy


are stated as below:

A room attendant is expected to clean and tidy rooms as per the sanitary

regulations assigned.
Check for lost and found in departure rooms and report to the floor

supervisor.
Contact room service to remove used trays.
Note the VIP rooms in his/her allotted rooms.
Stock the maids cart with linen and supplies to service the allotted rooms.
Clean guest bedrooms/bathrooms hotel standards and replenish supplies as

per the room checklist.


Count and handover soiled linen to the floor supervisor.
Maintain a polite, dignified and helpful attitude towards guest and respect

their privacy.
Check physically the occupancy of rooms for the floor supervisors

occupancy report.
Turn-down beds in the evening service.
Dispose garbage in prescribed areas.
Return master keys to the floor supervisor upon completion of the shift.
Check all safety systems on a floor and reports any defects.
Coordinate with security personnel on security matters on the floor.
To deny access of guest rooms to unauthorized hotel personnel and guests.

e. Housemen:
The houseman has two roles; to support the room attendants with heavy work
and to be the primary cleaner of public areas. In either case his/her jobs
involves heavy physical work such as vacuuming carpets and corridors,
cleaning large window panes, carrying heavy furniture, garbage clearance,
floor scrubbing, etc. The duties and responsibilities of houseman are stated as
below:

A houseman is expected to clean carpets.


Shifts beds, chairs and other heavy furniture.
Assist in stocking the maids cart with linen and supplies to service all

allotted rooms.
Assist in counting soiled linen in the floor pantry and transporting them to
the laundry.
46

Maintain a polite, dignified and helpful attitude towards guests and respect

their privacy.
Disposed garbage in prescribed areas and segregating the recycled items.
Clean the swimming pool deck areas.
Clean garden paths and such outdoor surfaces.
Polish all brassware.
Take down and re-hang curtains as needed.
Clean fire-fighting equipment.
Take on heavy cleaning of areas such as stairs and terraces.
Wash walls, ceilings and other hard-to reach areas.
Beat carpets and replace them.
Hand over lost found articles to the floor supervisors.

2.4.3.5Room Supplies
Contents and supply of a room depend upon types of guest such as business people or
general,types of hotel such as motel,hotel, and resorts.The facility and quality of the
room is based upon the class of hotel.
The below given are Radisson Hotels basic supplies in normal guest room but the
supplies may vary in high standard rooms for VIPs.
In the Room:
Each bed contains

Bed Box
Bed Skirting
Mattress
Mattress Protector
Sheets
Duvet
Pillow
Pillow Cover
Cushion
Bed Runner

1 bed with mattress

1 bed pad/mattress protector


47

3 bed sheets(2bed sheet and Night spread)

1 blanket

4 pillow and pillow case

1 bed spread

Bed side table:

Telephone

Remote

Notepad with pen

Lamp

Writing Table:

Placed in compendium(2 large envelops,2 post card,2 small evelops,2 large


wiring paper,room service)
2 envelope , 2 letter head and 3 email

1 notepad with pen

1 ashtray

1 matchbox

Chair

Dressing mirror with bulb

Dust bin and bin liner

Service directory
48

International dialing

Clock

Inside cupboard:

1 iron

1 iron board

6 hangers ; 3 with hook and 3 without the hook and one coat hanger

2 laundry bag with laundry list in folder& collect my laundry card

1 extra pillow with cover in plastic bag

Shoe shine

Shoe mitt

2 Slippers

Safe deposit lockers

Table by lounge chair/sofa:

1 ashtray with match box

Fruit basket

Magazine/Newspaper

Dresser or above the mini bar:

Clean glass

49

2 clean cup/mug

2 clean spoon

2 mineral water with complimentary neck tag

1 coffee maker

3 coffee sachets

3 tea bags normal and 2 green tea

3 milk sachets

3 normal sugar sachets and 2 brown sugar

2 equal sachets

1 packet Lay

1 packet Peanut

1 packet Cashew nuts

Cold drinks: Pepsi and alcoholic can as well as small bottles

Entrance door:

Do Not Disturb Card

Make room card

Clean my room

Wall:

50

Pictures

Wall hanging lights

Niche light

Long mirror

Air condition

Sprinkle call

Bathroom linen & supplies:

3 hand towels

3 bath towels

2 wash cloth

1 bath mat

1 bath soap

1 hand soap

1 shampoo

1 moisturizing lotion

1 bath gel

1 sanitary bag

1 sewing kit

1 shower cap

1 ashtray with matchbox


51

2 rolls of toilet paper

1 packet of tissue paper

2 glass with cover on coaster

1 waste basket.

2.4.3.6 Cleaning Methods

Mopping, Washing, Vacuuming, Dusting, Shampooing, Polishing,


Sweeping.

Chemicals used for area cleaning:


All chemicals given below are used for cleaning in housekeeping department of
Radisson Hotel,Kathmandu.

Table3:
Chemicals used for area cleaning

52

PRODUCT
TASKI R1

PRODUCT RECOMMENDED
DESCRIPTION
Bathroom cleaner

USE
KEYS AREAS
Normal soiling:-20-50ml in All surfaces in the bathroom

sanitize

1 litre ofwater

concentrate

Heavy soiling:-50-100ml in Safe for use on marble an

sink, tubfloor and fitting.

1liter of
TASKI R2

Hygienic
surface

granite.

Water
hard Hard surface:-20-50 ml in 1 All
cleaner litre of water

concentrate

hard

surfaces

includin

glass,mirrors and also shin

Glass:- 10-20 ml in 1 litre of floor

surface

like

polish

marble,granite etc.

water.
TASKI R3

Glass

cleaner 20-50 ml in 2 litre of water

All

types

of

glass,window

TASKI R4

concentrate
Shine up furniture Ready to use product.

mirrors and glass display cases


All wooden surfaces such

maintainer

tables,chairs& bed side tabl

can also be used to mainta

polished metal surfaces li


TASKI R5

Air freshener

Ready to use product.

name plates brass handles etc.


Deodorizes guest room,banqu

hall & office rooms & room

where tobacco or other odou


TASKI R6

Toilet bowl cleaner

Ready to use product

are very strong.


Removes lime-scale

depos

and stubborn stains and leav


toilet
TASKI R7

Floor
concentrate

bowls

and

urina

sparkling clean.
cleaner Normal soiling:-20-50 ml in Used for both wet mopping
1

litre

of

water.Heavy well

as

scrubbing

with

soiling:-50-100ml in 1 litre machine on all kinds of floors.


of water

53

TASKI R9

Bathroom

cleaner Normal soiling:-20-50ml in All fittings and walls in t

concentrate

1 litre of water

bathroom viz,sink,tube,tiles an

fittings.Regular usage preven

scale deposition on walls an


fittings.

2.4.3.7Analysis of the Housekeeping Department

Positive Analysis:

Honest Staffs
Hard working Environment.
Cooperation between the different sections within the department.
The staffs were allocated to different section as per month basis, so this

prevent from arising a conflict between staffs.


The staffs were very generous and supportive to the trainees, due to which I
get chance to learn new things.
Negative Analysis:
Lack of enough staffs
Discriminating behavior done by room attendant.
Inefficient in Communication.
The power of Union reduces the respect towards superiors.
Sometimes the conflict arises between the houseman and room maids due
to lack of fresh linens.
54

There was variation of the rules and regulations among the staffs of the
department
Disputes between inner staffs.

2.4.4 Introduction to Food Production Department


Food production department is responsible for the actual preparation of food items
and F&B service department systematically serve food from the kitchen to the
customers table as per their choice or order.
Food production in catering term simply refers to the food preparation and control.
The kitchen is a place where food is prepared. In a hotel or in restaurant a special
room is used for food preparation and is known as kitchen. In outside catering it is a
place assigned for food preparation like in trekking, rafting, and etc. The word
kitchen comes from French word "cuisine, which means art of cooking or food
preparation in the kitchen. In modern hotel management cuisine refers, to the art of
cooking and style of service. Kitchen is the central point of all the hotel and restaurant
where food is prepared. It is also known as the heart of hotel. The main purpose of
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kitchen is to produce right quantity and quality of food at the best standard for
required number of client/guest.
2.4.4.1 Organizational Chart of Food Production Department
Fig12:
Organizational Chart of Food Production Department

2.4.4.2 Job Positions and Responsibilities of Kitchen Staff


a. Chef de cuisine (Executive Chef):
He is a person of authority and responsible for the food production areas and for the
welfare of the department. He is also known as commander of the kitchen department
as he is the key man of the food production management. The exact description of
his/her job will vary according to the size and type of establishment. In small
operation the term Head Chef may be used to describe his/her involvement in
administrative work and active culinary duties carried out by the head chef.
His/her staff must feel the weight of his authority and follow the strict discipline. In
general his/her job includes:

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Administrator in-charge of the kitchen


Plans the kitchen elegantly and economically
Organizing department training program to maintain the highest professional

standard
Recruits the kitchen staff in coordination with management
Sees the welfare of the kitchen staff
Supervise and trains his staff
Plans the menus and coordinates in fixing their prices
Controls the quality, quantity and the cost of the food
Checks spoilage and wastage
Lays down the standards and specification on ingredients
Takes responsibilities for criticism and correction
Indemnifies (protect or compensate against penalties) his staff
Co-ordinates with others department of the hotel
Informs the staff of the management policies
Develop standard recipes
Food and beverage meeting

b. Executive sous chef:


Represents the executive chef in his absence
Makes the duty roster of the kitchen staff
Responsible for proper staff rotation and record of absenteeism
Acts as a liaison between executive chef and the kitchen staff
Ensures smooth flow of dishes from the kitchen
Reports to the executive chef

c. Sous chefs 2nd and 3rd:


Literal meaning of sous in French language is under or second. So, sous chef is the
second in command or deputized for the Executive chef. He is responsible for the
physical aspect of the kitchen operations, including supervision of the kitchen staffs.
In large catering establishments a number of sous chef are employed, each having
clearly defined areas of authority such as banquet production, specialty restaurant,
fine dining restaurant. In general sous chefs are responsible for the daily supervision
of kitchen and kitchen operation. His/her duties include:

Represents the executive sous in his absence


Supervises the work of the kitchen
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Ensures proper presentation and specifications of the dishes


Responsible for the physical aspects of the kitchen
Does the requisition for direct purchase items
Keep records of leave, transfer of kitchen staffs
Prepare duty roster and circulate to different sections
Involve in planning and conducting training programs for his employee.

d. Chef de parties:
Partie in French means part, or a section. Kitchen department is divided into
sections and a chef de partie is assigned to each section. Each chef de partie is
specialized in their profession, and they are backbone of the kitchen department. They
are in charge and responsible to the respective sections. They manage their sections
independently and delegate the work to demi-chef de partie and commis under their
supervision. The parties system or division of labor under the specialized job was
developed by Mr. Escoffier, which still in practice. His/ her duties include:

Reports to the executive chef and sous chef


Responsible for food production and waste in his area
Trains and supervises personnel in his section
Assures conformance of all food production to the standard
Controls usage, eliminates wastage with a view to minimize food cost
Maintains a high standard of cleanliness in his section
Co-ordinates with the other section of the kitchen and all kitchen personnel

e. Commis de cuisine (1st, 2nd and 3rd): The chef de parties are assisted by commis
and assistants. They follow instructions from their chef de partie and help them in
preparing and cooking dishes. The number of commis may vary with the volume
of work. The first commis are usually capable of taking out the responsibility of
chef de parties in their absences. They have the knowledge of main dishes and
their names in various languages. They have the ability to use kitchen equipment
and good knowledge of hygiene. Second commis and third commis are young
cooks. His/her duties states as bellows:

Responsible to all the chefs in the kitchen

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Responsible

accompaniments etc.
Prepares the mise-en-place (pre-preparation) of his section
Keeps his work area neat and orderly at all times
Advises his supervisor no items in short supply and picks up the indented

items from the stores


Transferable to any section without advance notice, where manpower shortage

Exists

Accountable for the proper care and handling of all items entrusted to him

ingredients, equipment etc.


Co-ordinates with all kitchen personnel
1stcommis to train and supervise 2nd and 3rdcommiswhenever required
1stcommis may represent a chef de parties on his off days with prior

for

the

actual

preparations

of

all

food

items,

their

permission

Apprentice (I apprenti):
These are the trainees learning the trade. They are assigned to the different
departments under a controlled training scheme. They learn preparation, cooking and
serving the food.

2.4.4.3 Various Kitchens at Radisson Hotel


a. Main Kitchen
Main Kitchen is responsible for mainly room service and TFC. It contains Chinese,
Continental, Indian and Pantry sections. Each section is headed by a Chef. They
have a very little time to perform their job given to them. The main kitchen has the
highest level of work performance level. Main kitchen is headed by the Executive
Chef then there is the supervisor and there by the other chefs.
There are four sections under the main kitchen and they are as follows:
Pantry Section
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It supplies fresh seasonal fruits, peanuts, wafers for the room services and
snacks respectively. It also supplies items like milk, cheese, butter etc. to other
kitchen.. All the food items in which application of heat is not used are made
here such as salads, sandwich etc. so it is also called cold section. Here
application of heat is not used so the risk of food hazard is minimum.
Chinese Section
Chinese section prepares Chinese food item for buffet, Lunch, dinner and a la
carte such as chicken chili, shredded tenderloin, lamb and chicken, different
kinds of noodles, tom yam kie soup etc. It also responsible for Thai and
Indonesian food items which is available in TFC and Room service menu.
Continental Section
This Section is responsible for preparing continental food items such as grilled
items, breast, stewed and poached food. Equipment used in this section:
Open Fire Ranges
Bain Marie
Microwave Oven
Salamander
Infrared Heater
Indian Section
This Section is responsible for preparing Indian Dish as per the KOT (Kitchen
Order Ticket). Indian Section contains following main equipments:

Ranges
Tandoor
Masala Grinder
Chopping Board and Knife with working table

b. Banquet Kitchen
Banquet Kitchen is also very important part of food production department. This
kitchen deals with the bulk production. Here the food is prepared for the banquet
function and ODC (Out Door Catering). Banquet Kitchen prepares food for the
banquet parties. It is located near banquet halls, so that the food can be
transported easily and safely. As there are big parties or ceremonies held in the
banquet kitchen prepares food items the bulk quantity from snacks, salads and

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main courses. In Radisson Hotel, there is one cold section for preparing salads
and the other hot section for preparing snacks and main course of the function.
The banquet kitchen plays a vital role in generating revenue through the sales of
food in a bulk quantity.

c. Olive Kitchen
The Olive Kitchen is the exclusive outlet of the Radisson. The Olive Kitchen
mainly focuses on a preparation of continental cuisine as the name suggest. It
produces and serves a high quality and standard continental foods. The Olive
Kitchen is just beside the olive garden. It serves snacks for the guest. It is one of
the most precious outlets of the Radisson, which is totally different from other
outlet.

d. Butchery
The butchery department is located at the basement of the main building.
Butchery also functions under the main kitchen, but it also prepares mise-enplace for all kitchens. The butchery is responsible for cutting different types of
meat and fish for different types of food items. The butchery prepares meat and
fish as well as preparing burger mise-en-place and prepares various packets of
processed meat in different plastics weighting 1kg, 2kg, and 5kg so that it can be
used for immediate purposes.
e. Commissary
The Commissary department is located side by side to the butchery department.
The commissary department is mainly working for the main kitchen and staff
cafeteria. Details checking of the raw vegetable receive are done at the receiving
area with respect to its quality, quantity and order requisition. Then the raw
vegetables are stored in the cold room at 5 degree centigrade temperature. It daily
prepares mise-en-place for main kitchen, coffee Shop kitchen, and banquet
kitchen and so on.
Cutting of potatoes, French fries, potato layonnaiseetc
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Preparing julienne for Chinese food items


Required processing of seasonal fruit items like orange, watermelon,

sweet lime etc.


Mise-en-place for the staff cafeteria.
Washing the raw vegetables and store in chiller.

f. Coffee Shop Kitchen


The Coffee Shop Kitchen is situated in the new building of the third floor. In this
building this is only one kitchen which is responsible for preparing breakfast for
the new wing guest, room service order are to be make from this kitchen, Terrace
garden menu items are also made from this kitchen. This kitchen is responsible
for preparing food items for new buildings.
g. Bakery Kitchen
Bakery Kitchen is located on the new wing. This kitchen is responsible for
preparing of all kinds of baking items such as breads, sponges, cookies, sweet
items, dessert, pastries etc. for all food and beverage outlets.
The bakery also prepares cake items as per the outsiders and birthday cake for
staff. Equipment used in the bakery is;
Bread Rolling Machine
Dough Mixture
Divider
Cooking Chamber
Hot range
Proving Chamber
Walk in Chiller etc.

2.4.4.4Analysis of the Food Production Department

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Positive Analysis:
Found Rechauffe system in proper manner.
Some of the staffs were always there in state of giving us some knowledge and
also sometimes give us chances to prepare food.
We were given chance to experience possible sections.

Negative Analysis:
Standard recipes are not followed. Each staffs prepares the same item in
different way.
The kitchen store was in different floor which made it difficult to fetch the
kitchen items.
Pick up of food is sometimes too late
A fact should be considered that we people are there to learn to build our career
on the related field so some opportunity to learn should be provided rather
than limiting us on mise-en-place and store carrying.

2.4.5 Introduction to Fitness Centre


Conveniently located on the 4th floor of the Radisson Hotel Kathmandu, the health
club boasts of a gymnasium (equipped with the latest fitness machines from the top
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manufacturers of the world) ideal for interval, circuit, strength training and toning.
The center also has an Aerobic Studio, Steam, Sauna, Jacuzzi rooms and offer various
types of massages for ladies and gentlemen. Facilities also include luxurious changing
rooms with lockers separate for both sexes.
The beautiful outdoor swimming pool is located on the 5 th floor. RAD Fitness Center
is a wonder place to relax, unwind and de-stress from the rigors of daily life.
Amenities provided in the gents changing room

Enchanter Perfume Talc Alluring


Gatsby Hair Cream
Hair Comb
Polish Black and brown both

2.4.5.1 Extension Number


Reception

Swimming Pool

1571

Gym

1572

Cardio

1321

Gents changing room

1573

Ladies changing room

1575

Fitness center office

1503

2.4.5.2 Staff Employed


Mr. Buddhi Jung Karki
Mr. Prince thapa

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Mrs. ReshmaBalami
Mrs. CeaserineMaharjan
Mr. SushilKapali
Mr. AnjanGiri
Mr. Manish Baiju

2.4.5.3 Hotel guest facilities


a. Steam bath
A steam bath is a steam filled room for the purpose of relaxation and cleansing. It has
a long history, going back to Greek and Roman times, with various theories why it is
beneficial. Many steam rooms have different oils that create scents that fill the room,
which help to relax, alter moods, ease muscle tension, cure and prevent cold and flu
symptoms, combat stress and clear the sinuses. Radisson Hotel uses:

Ecoliptas oil
40 to 45degree celcius

b. Sauna
A sauna is a small room or building designed as a place to experience dry or wet heat
sessions or an establishment with one or more of these and auxiliary facilities. Saunas
can be divided into two basic styles; Convectional saunas that warm up the air or
infrared saunas may use various materials in their heating area such as charcoal,
active fibers, and other materials.

80- 100degree celcius

c. Jacuzzi
Jacuzzi is the original name in the luxurious hot tubs and spas.
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2.4.5.4Analysis of the Fitness Center Department

Positive Analysis:
Free of tension, receiving the calls, transferring and so on.
Taking the order and informing the service department, informing the H/K for
the required task. It help us to understand the chain of work.
We were given chance to experience possible sections.

Negative Analysis:

Limited menu items offered in the swimming pool area.


Lack of communication between the staff.
Left over the work to the interns without any supervision.

2.5 SWOT Analysis of the Radisson Hotel, Kathmandu


Every organization has its own way of dealing for achieving success in future. As I
had gone under training for six months in a hotel called Radisson rated as a 5 star
hotel. During my training phase, I was somehow familiar with the internal and
external environment as an important part of the strategic planning process of the
hotel. Usually internal is classified as S = Strength and W = Weakness, and External

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to the organization can be classified as O = Opportunities and T = Threats. Due to


SWOT analysis a organization is much capable in functioning smoothly.
Somehow the SWOT analysis provides information that is helpful in matching the
organizations resources and capabilities to those competitive environment in which it
operates, as it is instrumental in strategy formulation and selection.
The SWOT analyses of the hotel Radisson are listed as follows:
Strength

Brand name of Carlson


24*7 hrs. service to the guest
Location situated in the center heart of the city
High standard and luxurious amenities and accessories
Good reputation and meeting the expectation among the customer

Weakness

Political Instability
Lack of employee and the educational qualification
Lack of equipment like trolley, chemicals, machines etc.
Lack in refreshing environment

Opportunities

New outlets such as Coffee Shop, terrace garden in the new wing
Event organizing
Appointing trainees from different institutes
Adopting new and fast technologies
Service rapidly increasing for the guest

Threads
Political and Economic instability of the country
Union interruption in different functions
High competitive market

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2.6 Comparative Analysis of the Radisson Hotel


Comparative Analysis is the item by item comparison of two or more comparable
alternatives, processes, products, qualifications, sets of data, system or the like.
Best comparable alternatives or the competitor of the Radisson hotel that I found
through the analysis and the research is the 5 star rated chain hotel named
SoalteeCrowne Plaza. Whereas some of the nearest competitors are also the
Annapurna Hotel, Malla Hotel, Dwarika Hotel, Shangrila Hotel etc.
Comparing with the
Location:
The location of the hotel SoalteeCrowne plaza is quite far from the airport and other
urban areas in compare to the hotel Radisson.SoalteeCrowne Plaza is located in the
suburbs of Tahachal just 10 minutes away from the city centre and 15 minutes away
from the airport. Both the hotel offers free coach transfers to the hotel on request.
Area:
SoalteeCrowne Plaza, Kathmandu is considered as a legendary landmark within the
Kathmandu cityscape and is also the premier hotel of the kingdom. It is spread over
the 11 acres of space and surrounded by manicured gardens and with the view of the
mountain ranges.
Radisson Hotel Kathmandu covers the area of main building as well as the new wing
but there is not the close boundry.

Rooms offered:
The room facilities offered at both of the hotel are selected with care to ensure that the
guests are treated to maximum comforts.
SoalteeCrowne Plaza: 283 Superior, Deluxe and Crowne Plaza Club rooms, 8
Executive suite rooms and 7 regal suites, as well as non-smoking rooms are available.
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Radisson Hotel: 260 operational rooms out of 262 rooms. 160 rooms in the main
building,102 rooms in the new wing.160 Superior, Deluxe,Business class club rooms
as well as smoking and non-smoking ,100 premium category rooms.

Both the hotels are with the highest prospects of potential customers in the hotel with
the high market share and the competition in the terms of quality, quantity is the great
rumor.

CHAPTER THREE
STUDY METHODOLOGY

3.1 Study Methodology


The methodology is applied in the systematic, theoretical way to a field of study, so
that it is ethical and beneficial. The methodology encompasses during project
preparation is both the qualitative and quantitative techniques.

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The industrial report defines and analyses the subject, evaluate the facts or result of
the research presented. For the accurate, concise, clear and well-structured report, I
have gone through all the data that I collected from all the departments (primary data),
my own personal view and lots of secondary source.
Primary data

Observation and Self involvement in the work


Questionnaire
Orientation

Secondary data

Official website of the hotel and hotel glossaries


Hotel Brochures
Annual report of hotel
Record maintained by the hotel
Magazines and newspapers
Older projects of hotel.
Previously handover notes and projects.
Hotel Books

Hence, the industrial report has been prepared on the basis of my 6 months internship
experience and knowledge with the adequate basic knowledge on the particular
subject.

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CHAPTER FOUR
SUMMARY, CONCLUSION AND RECOMMENDATION

4.1 Summary
As far as the learning by observation is concerned, I did learn many techniques of
working in each department just by observing from seniors and managers. Herere
some things that I observed and experienced to learn on work. I was positioned on the
different departments and allow working in hand to hand with the seniors which was
more fruitful than the four years theoretical course that I gained in the college.
So as to summarize, the Radisson hotel is one of the best hotel in Nepal which offers
the exceptional service to the customer. Yes I Can is the philosophy that everyone
works for Radisson lives by. Its the attitude we bring to work at. Positioning in the
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particular department for the specific periods doesnt mean that you wont be working
on others if needed. All the departments are closely inter-related to each other and
working on each department boost up the confidence and enthusiasm on the working
area.

4.2 Conclusion
The Internship Exposure makes me realize that theoretical education is not enough to
allow graduates to perform at a higher level. In the real floor, analytical skills are not
enough. Students must have both theoretical as well as practical knowledge. By
effectively using internships, students will increase their skills and make them
valuable in the job market. Their employers will benefit as well, and they can increase
the efficiency of their businesses.
I came to believe that a successful person needs to have professional, strong and good
public speaking skill since their job scope includes them with large amount of
communication imperative to verbal and written communication. A person also needs
to possess creative skill and reinventing himself in order to survive in the dynamic
environment. We also need to have a good people skill, which we should be able to
communicate as well as interact with other working professional including pals and
clients of the hotel.
The internship I have just went through have made up my mind that hospitality
industry is my cup of tea, and the passion that I instill since secondary school really
reinforce me to involve in this industry. I will definitely pursuing my career in hotel. I
believed that one day I will achieved personal goal.

4.3 Recommendation
On the basis of my analysis and findings, Iwould like to draw the following
recommendation for further enhancement of the business of the Radisson hotel:

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Goal Interdependency: All the staffs, from the manager to the employee. They
are more focused on their own particular goal to complete. So its being more
difficult to achieve the one particular goal of the hotel i.e. quality achievement.

Lots of conflict is experienced.


Its very difficult to find the one men army but still the tradition is followed.
Specialized person on the particular job should be adjusted rather that the

rotation of the job on the months basis.


Younger generations are the global hospitality leader. The concept lacks
among most of the senior employee. They treat themselves as the superior
leader and thats the problem on few younger generation employees on the
hotel. Older techniques, older way is not achieving the new need of the
customer satisfaction.

BIBLIOGRAPHY

Personal Involvement in the hotel


Information collected from different departments and staffs of hotel
Hotel Brochures and Websites

http://www.radissonhotel.com.np/
http://www.booking.com/hotel/np/radisson.html
http://en.m.wikipedia.org/Radisson_hotels
http://www.tripadvisor.com/hotel_Review

Books
Basanta Prasad Joshi and RoopeshShrestha, Fundamental of Hotel Management
(SukundaPustakBhawan), 1st ED, 2005
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APPENDICES

74