Professional Documents
Culture Documents
INTRODUCTION
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.
pursue.
Allow students the opportunity to work in their area of intended
specialization.
Enhance students understanding of organizational and group processes,
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.
Lack of Capital.
Shortage of time
Unavailability of enough data from the secondary source
Respondent dont want to share data.
CHAPTER TWO
3
LITERATURE REVIEW
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)
Conference, theatre and class room- style seating arrangements are available.
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
KSS1:
BC King Smoking
TSS1:
BC Twin Smoking
KSEH:
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.
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.
Room Rates
One of the challenges for a Front Office Manager is to establish room rates. Room
rate must satisfy the following purposes:
15
Single / Double
Superior Room
US$ 185
Deluxe Room
US$205
Premium Room
US$220
US$250
Junior Suite
US$300
Premium Suite
US$400
Deluxe Suite
US$500
Extra Bed
US$60.
Suites
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.
16
Fig9:
Organizational Chart of Front Office Department
facilities.
Facing reservation confirmed amended or cancelled later to the
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.
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
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
20
Helping guests with providing stamps (postal) to the guests as per their
need.
Tasks performed
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
21
Standard Phraseology
2400hrs 1200hrs
Good Morning
1200hrs 1700hrs
Good Afternoon
1700hrs 2400hrs
Good Evening
Casual Phrases
Hotelier Phrases
Hello!
Yeah
Okay Right
Sure
Certainly Sir
Let
me
check
it
for
you
Sir/Madam
Can I
May I
You misunderstood me
Any Problem
Whos speaking
Who is this
No Problem
let me call?
22
See you
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
Tasks performed
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
5.
VAT
10%
and White)
VAT
per 10%
Rs.100
page
6.
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
Binding(
Small/ Rs.50/
Medium/ Large)
11.
VAT
100/ 10%
150
VAT
10%
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.
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
All the arrival lists are merging on the welcome letter. Eg.
Mailings
Start mail merge
Step by step mail merge
Next Starting document
Next select recipients
Browse
IntitialFirst_NameLast_name
Print
The Fun Caf (TFC) is located at the lobby, serves International cuisines and is open
from 06:30 hrs. 22:30 hrs. It serves:
Corner Bar is situated at the left hand side corner, in front of the hotel premises.
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?
Anil Malik
General Manager
27
a. Positive Analysis
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
29
Fig10:
Organizational Chart of F&B Service Department
30
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.
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.
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.
(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
35
10
a. Positive Analysis
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.
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.
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:
Fig11:
38
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.
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.
40
Upgraded in room amenities: -Daily breakfast, 1000 bonus gold points per
night, Weekday newspaper delivered to your room, free pressing of 2
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
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.
on a day-to-basis.
Ensure excellence in housekeeping sanitation, safety, comfort and
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
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
are followed.
Immediately report any safety or security hazard to the security department
or to the management.
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.
linen room.
Put restrictions on the misuse of linen by employee by inspecting their
45
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
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:
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 blanket
1 bed spread
Telephone
Remote
Lamp
Writing Table:
1 ashtray
1 matchbox
Chair
Service directory
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International dialing
Clock
Inside cupboard:
1 iron
1 iron board
6 hangers ; 3 with hook and 3 without the hook and one coat hanger
Shoe shine
Shoe mitt
2 Slippers
Fruit basket
Magazine/Newspaper
Clean glass
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2 clean cup/mug
2 clean spoon
1 coffee maker
3 coffee sachets
3 milk sachets
2 equal sachets
1 packet Lay
1 packet Peanut
Entrance door:
Clean my room
Wall:
50
Pictures
Niche light
Long mirror
Air condition
Sprinkle call
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 waste basket.
Table3:
Chemicals used for area cleaning
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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
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
surface
like
polish
marble,granite etc.
water.
TASKI R3
Glass
All
types
of
glass,window
TASKI R4
concentrate
Shine up furniture Ready to use product.
maintainer
Air freshener
depos
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
53
TASKI R9
Bathroom
concentrate
1 litre of water
bathroom viz,sink,tube,tiles an
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
There was variation of the rules and regulations among the staffs of the
department
Disputes between inner staffs.
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
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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
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:
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:
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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
Exists
Accountable for the proper care and handling of all items entrusted to him
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.
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
61
62
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.
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
Swimming Pool
1571
Gym
1572
Cardio
1321
1573
1575
1503
64
Mrs. ReshmaBalami
Mrs. CeaserineMaharjan
Mr. SushilKapali
Mr. AnjanGiri
Mr. Manish Baiju
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.
c. Jacuzzi
Jacuzzi is the original name in the luxurious hot tubs and spas.
65
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:
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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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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.
68
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
69
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
Secondary data
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
71
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.
BIBLIOGRAPHY
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
73
APPENDICES
74