PROJECT ON

We are.........
A.K.M. Aminul Islam 071-734-030
Iftekher Karim 071-385-030
Mushtak Ahmad 071-800-030
Meftahul Islam 072-306-030
Hasan Monjurur Rahman 092-0429-030
Sazzad Hossain Khan 073-321-030

Journey of Radisson
Part of a major hotel expansion program in Asia
Pacific by the US based Carlson Hotels Worldwide.

SHDL was formed in 1995 by the joint-venture
partnership with Bangladesh Army Welfare Trust (AWT)

In 2000, the company was made a fully Bangladesh
Enterprise of AWT and Sena Kalyan Sangstha (SKS)
with 80 percent and 20 percent shares respectively.
Journey of Radisson ( cont...)
Prime Minister Khaleda Zia inaugurated
Radisson Water Garden Hotel Dhaka on
February 5, 2006.

It has formally opened its services to
guests with a commitment to offer
international standard hospitality on
February 11, 2006.

Location
Only 5 km from the main
international airport.
The National Memorial is
located approximately 35km
northwest of Radisson.
The Parliament Building is
located approximately 11km
southwest.
Ahsan Manzil is located
approximately 30 km south of
the hotel.
Service provided by Radisson
Core Services

Accommodation:
Deluxe Rooms:
The average size is approximately 28
square meters.
Atrium Rooms:
Its about approximately 36 square
meters.
Executive Suites:
Its includes complimentary access to
the Radisson Club Lounge &
Radisson Club Rooms.
Core Services (Cont...)

Business Class Rooms:
Business Class Rooms
feature upgraded services
specifically designed with the
business traveler in mind.

Additional Services Includes:
Access to Business Class
Lounge
Airport transfer
Evening drinks at the
Business Class Lounge
Laundry and dry cleaning
Free Internet with Wi-Fi
connection.



Features of Suites & Rooms


English newspaper -
complimentary
Laundry and dry cleaning
facilities
Luggage rack
Mini-bar
Moveable work desk
Electronic Locker

Features of Suites & Rooms ( cont..)
Non-smoking floors and
non-smoking rooms
available
Remote controlled
television with satellite
channels
Room service (24 hour)
Self controlled air-
conditioning
Tea/coffee maker
Telephone with direct
international dialing & etc.

Dining and Restaurant :

Water Garden Brasserie


Sublime


Spice & Rice



Provided Services
Provided Services (contd..)

Blaze Entertainment Lounge &
Bar


Chit-Chat


Cigar Bar

Services (Sundaree spa)
Sundaree FaceTreatments :
Deep Cleansing Facial 60
mins Tk 4,750++
Refined Whitening
Treatment 60 mins Tk
4,750++
Gold Face Hydrating
Treatment 60 mins Tk
6,250++
Royal Gold Face Lift 90
mins Tk 9,500++

Services (cont..)
Hawaiian Thermal Stone
Massage :
Full Body Massage 90 minutes
TK. 6200
Back & Shoulder Massage 60
minutes TK. 4200


Traditional Thai Massage
[Without Oil]
60 minutes Tk. 2500
90 minutes Tk. 3500
Blueprint for Overnight Hotel Stay Service
S
U
P
P
O
R
T

P
R
O
C
E
S
S

C
O
N
T
A
C
T

P
E
R
S
O
N

(
B
a
c
k

S
t
a
g
e
)

(
O
n

S
t
a
g
e
)

C
U
S
T
O
M
E
R

Hotel Exterior
Parking
Cart for
Bags
Desk
Registration
Papers
Lobby
Key
Elevators
Hallways
Room
Cart for
Bags
Room
Amenities
Bath
Menu Delivery
Tray
Food
Appearance
Food Bill
Desk
Lobby
Hotel Exterior
Parking
Arrive
at
Hotel
Give Bags
to
Bellperson
Check in
Go to
Room
Receive
Bags
Sleep
Shower
Call
Room
Service
Receive
Food
Eat
Check out
and
Leave
Greet and
Take
Bags
Process
Registration
Deliver
Bags
Deliver
Food
Process
Check Out
Take Bags
to Room
Take
Food
Order
Registration
System
Prepare
Food
P
H
Y
S
I
C
A
L

E
V
I
D
E
N
C
E

Line of Interaction
Line of Visibility
Line of Internal Interaction
Registration
System
Fail points
SWOT analysis
Strengths

Location of Radisson
Architectural view
Luxurious arrangements
Parking Facilities
Splendid Food service
Spa & Health club

Weakness
No Limousine rental service
No 24/7 Restaurant available
No Helipad
Lack of Banking facilities
Location
Not much for the Children

Opprtunity
Emerging Market of People of
Bangladesh

Increased popularity of Sundarban &
Coxs Bazar

Near to Airport
Threats
Relatively new in Competition
Lower contribution to Market share
Amenities and Facilities

Zone of Tollerence
Zone of tollerence varies from different
service to service.

Important factors:
Room service
Food quality
Reception

Desired Service
Zone of
Tolerance
Adequate Service
Zone of Tollerence ( cont..)
Less important factors:
Car rental
Bell person lateness
Desired Service
Adequate Service
Zone of
Tolerance
Gaps Model

Provider gap 1: Not knowing customers
expectation.
customers expectations are:
5 star luxury: Lack of limitation of resource and
management.
Helipad: international person badly need it.
Baby sitting and recreational center: no specific
baby sitting and recreational center.





Gaps model (cont...)
Airport shuttle service: Airport shuttle is
also known as share ride van service.
Radisson has not its own airport shuttle
service.
24/7 restaurant service: Radisson has not
24/7 restaurant service and therefore
create the provider Gap.

Gaps Model (cont...)
Provider gap 2: Not selecting the right
service designs & Standards

Customer driven service design required:
Airport Shuttle & Limousine service
Food Service ( 9:00 23:30 )



Conclusion
As it is one of the most luxurious hotels in
our country, it can provide best customer
service.
If the company wants to remove its
customers gaps then the company has to do
lots of marketing research. Techniques
involving a variety of traditional research
approach- among them customers interview,
survey research, complain system, and
customer panels must be used to stay closer
to the customer.

Conclusion ( cont...)
Radisson should emphasize to provide its
core product. Simultaneously it should
provide some importance in their quality
room service, good food quality and well
managed reception.