CHAPTER ONEINTRODUCTION
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.
1.2 InternshipHotel 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 15th May 2014 to 15th November 2014. I
was positioned in different departments and learned the practical
field of hospitality world.
1.3Objectives of the StudyObjectives 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 TWOLITERATURE 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 IndustryHotel 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 HotelThere 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 Hostel2.3 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 see-through 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 KathmanduP.O. 2269, Lazimpath, KathmanduNepal
Tel: 977-1-4411818, 4423888Fax:
[email protected]/kathmandune
2.3.2 Hotel FeaturesWe 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 servicesWe 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
2.3.3 Rooms in each floor with room codeRoom CodeKSEB:King
Smoking ApartmentTSDZ:Twin Smoking Superior roomKNDZ:King
Nonsmoking superior roomKSS1: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. 1Floor Plan of the First
Floor122KNS1120TSS1118KSSZ116KSS1114KSS1112KNDZ110TSDZ108TSDZ106TSDZ101KSEB1st
Floor
125KNS1123KNS1121KSS1119KSS1117KSS1115KSS1107TSDZ105TSDZ103TSDZ
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. 2Floor Plan of the Second
Floor222KNS1220KSS1218KSS1216KSS1214KSS1212TNDZ210TSDZ2ndFloor
225KNS1223KNS1221KSS1219KSS1217KSS1215KSS1211KSEX209KSDZ207TSDZ205TSDZ203TSDZ
240KSEH238KSXZ236KNXZ234KSXZ230KSEH2nd Annex
241KSEH239KSXZ237KNXZ235KSXZ231KSEH
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. 3Floor Plan of the Third Floor
322TNDZ320TSDZ318TSDZ316KSDZ314TSDZ312TSDZ310TSDZ308TSDZ306TSDZ304KSDZ302TSDZ3rdFloor
321TNDZ319TNDZ317TSDZ315TSDZ311KSDZ309TSDZ307TSDZ303KSEB
342KNXZ340TSXZ338KSXS336KSXS334KSXS332TSXZ330KSXZ3rd Annex
343KNXZ341TSXZ339KSXS337KSXS335KSXS333TSXZ331KSXZ
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. 4Floor Plan of the Fourth Floor
422TNDZ420TSDZ418TSDZ416KSDZ414TSDZ412TSDZ410TSDZ408TSDZ406TSDZ404KSDZ402TSDZ4thFloor
421TNDZ419TNDZ417TSDZ415TSDZ411KSDZ409TSDZ407TSDZ405KSEX403TSDZ
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. 5Floor Plan of the Fifth Floor
522TNDZ520TSDZ518TSDZ516KSDZ514TSDZ512TSDZ510TSDZ508TSDZ506TSDZ504KSDZ502TSDZ5thFloor
521TNDZ519TNDZ517TSDZ515TSDZ511KSDZ509TSDZ507TSDZ505KSEX503TSDZ
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. 6Floor Plan of the Sixth Floor
622TNDZ620TNDZ618TNDZ616KNDZ614TNDZ612TNDZ610TNDZ608TNDZ606TNDZ604KNDZ602TNDZ6thFloor
621TNDZ619TNDZ617TNDZ615TNDZ611KNDZ609TNDZ607TNDZ605KNEX603TNDZ
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. 7Floor Plan of the Seventh Floor
722TNDZ720TSDZ718TNDZ716KNDZ714TSDZ712TSDZ710TSDZ708TSDZ706TSDZ704KSDZ702TSDZ7thFloor
721TNDZ719TNDZ717TSDZ715TSDZ711KSDZ709TSDZ707TSDZ705KSEX703TSDZ
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 rooms2nd Floor:
28 rooms3rd Floor: 33 rooms4th Floor: 20 rooms5th Floor: 20
rooms6th Floor: 20 rooms7th Floor: 20 roomsTotal: 260 rooms
2.3.3.2 New Wing Fig. 8Floor Plan of the 1st Floor
162KSE1160KSE1158KSE1156KSE1154KSE1152KSE1150KSE11st Floor
161KSE1159KSE1157KSE1155KSE1153KSE1151KSE1
163TSE2165KSE1167KSE1169KSE1171TSE2173KSEF1STAnnex
164TSE2166KSE1168TSE2170TSE2172KSEF
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.
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 DepartmentFront 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 RatesOne 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 KathmanduPublished FIT rates valid
until 30 September, 2015Single / DoubleSuperior RoomUS$ 185Deluxe
RoomUS$205Premium RoomUS$220Business Class RoomUS$250SuitesJunior
SuiteUS$300Premium SuiteUS$400Deluxe SuiteUS$500Extra
BedUS$60.Published GIT rates valid until 30 September,
2015SingleUS$140DoubleUS$ 150Meal RatesBreakfast US$ 15LunchUS$
20DinnerUS$ 25 All rates quoted above are subjected to 10% Service
charge and 13% VATTariffs are subject to change without prior
promise.
2.4.1.1Organizational Chart of Front Office Department
Fig9:Organizational Chart of Front Office Department
2.4.1.2 Sections of Front Office Department a. ReservationA
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 form as confirmed amended or
cancelled(stamps) Filling reservation request form and other
related papers as per the date and month. Filling up details in
reservation form.
b. ReceptionThe 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: 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. ConciergeThe 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.
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 OperatorThis 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.
Standard Phraseology2400hrs 1200hrsGood Morning1200hrs
1700hrsGood Afternoon1700hrs 2400hrsGood Evening
Casual PhrasesHotelier PhrasesHello!Good Morning Hotel Radisson,
How may I help you? YeahYes Sir, That is right Sir.Okay RightVery
Well SirSureCertainly SirOne Sec, Please WaitKindly 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 IMay IYou misunderstood meI
was Clear SirAny ProblemMay I Assist YouWhos speakingIf the call is
for you who am I Speaking to?Who is thisIf the call is for another
person. Who shall I say is calling? / Who shall I say called?No
ProblemThis will be taken care of Why dont youlet me call?See
youHave a nice day / Good dayI have no ideaOther Alternatives
e. Business CentreThis 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
centerS. No ParticularRateNeed to addTotal
1.Local CallsRs.6 per minute13% VATAs per Total Minute
2.International CallsAccording to place called13% VATAs per
Total Minute
3.PhotocopyRs.6 per page10% Service Charge + 13% VATAs per Total
Copies
4.Print Out( Black and White)Rs.50 per page10% Service Charge +
13% VATAs per Total Copies
5.Print Out( Color)Rs.100 per page10% Service Charge + 13% VATAs
per Total Copies
6.Fax (Local)Rs.6 per minute13% VATAs per Total minute
7.Fax( International)According to place faxed.13% VATAs per
Total minute
8.Internet
a.15 MinutesRs.200/-13% VATRs.226/-
b.30 MinuteRs.350/-13% VATRs.395.5/-
c.1 hourRs.600/-13% VATRs.678/-
d.1 dayRs.700/-13% VATRs.791/-
e.UnlimitedAccording to Days.13% VATAccording to Days.
9.ScanningRs.50 per page10% Service Charge + 13% VATAs per Total
Copies
10.Binding( Small/ Medium/ Large)Rs.50/ 100/ 150 10% Service
Charge + 13% VATAs per Total Copies
11.Lamination A4 sizeRs.75 per page10% Service Charge + 13%
VATAs per Total Copies
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. 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 listInitialFirst NameLast NameRoom No
Ms.ErikaSaetti237
Mr.AndreaLa Piccirella237
Mrs.MontserratRodriguez Zamora403
Ms.Phuong ThayNguyen704
Arrival ListInitialFirst nameLast name
Mr.RanabirBasuthakur
Mr.ArivoliNasser
Mr.VishalArora
Mr.MarcoSora
Mr.AshisKumar
Mr.HitoshiWatanabe
Mr.HuuHieuNguyen
Ms.Barbara AnnWatkinson
Mr.SonamTshewang
Mr.KarmaDyenka
Mr.ManojAgarwal
Ms.RenataDubini
Mr.BetsyLippman
Ms.JosefaOjano
Mr.JakeBrawn
Mr.KevinJohnson
Mr.JohannesMarliem
Mr.ChristopherBurnham
Mr.RadheshyamKonoria
Mr.MiteshDave
Mr.DouglasTashjian
Mrs.PaulineGleeson
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
Welcome Letter for the main building Nov 13th 2014Welcome 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-la-CarteCorner 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 MalikGeneral Manager
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.
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 industryThe word service has its own meaningS-
Smile for everyoneE- Excellent in everythingR- Reaching out to
every guestV- Viewing everythingI- Inviting guest to return againC-
Creating a warm atmosphereE- Eye Contact
2.4.2.1 Organizational Chart of F&B Service Department
Fig10:Organizational Chart of F&B Service Department
2.4.2.2 Outlets of Radisson Hotel, Kathmandua. 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 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 BarThe 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 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 BarIt 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 BarThe 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 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 gardenTerrace 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 ShopPastry 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 PlazaIt 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.
2.4.2.3 Conference and Banquet Facilities Table:2Conference and
Banquet FacilitiesHALLFloor area(L*B*H)Floor levelReceptionBuffet
cum sit downTheatre styleU-shapeClass room
Nepa/Dhuku25.65m*17.15m*4.5mGround floor800300450150150
Dhuku14.6m*17.1m*4.5mGroundfloor30015025080120
Nepa10.9m*17.1m*4.5mGroupfloor25013020075100
Begnas14m*18.3mGroundfloor30015020080100
Rara15.39m*5.5mFirstfloor4035803530
Gosainkund9.65m*7.05mFirst floor3830502730
Phoksundo5.97m*7.05mFirst floor3018251818
Boardroom4.07m*3.52mFirst floor10
2.4.2.4 Analysis of the F&B Service Department
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. Due to which the guest couldnt get the full
satisfaction of high standard service.
2.4.3 Introduction to House Keeping DepartmentHousekeeping
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.
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:Organizational Chart of Housekeeping Department
2.4.3.2 Housekeeping Responsible Areaa. 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 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 RoomsRoom 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.Aroomis any
distinguishable space within a structure. Usually, a room is
separated from other spaces orpassagewaysby interior walls;
moreover, it is separated from outdoor areas by an exterior wall,
sometimes with adoor.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 roomsa. 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
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
c. Deluxe Suite RoomThese 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 RoomRooms 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.
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 personnela.
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. 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
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 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. 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 SuppliesContents 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 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 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 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: 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 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
PRODUCT PRODUCT DESCRIPTIONRECOMMENDED USEKEYS AREAS
TASKI R1Bathroom cleaner sanitize concentrateNormal
soiling:-20-50ml in 1 litre ofwaterHeavy soiling:-50-100ml in
1liter of WaterAll surfaces in the bathroom, sink, tubfloor and
fitting.Safe for use on marble and granite.
TASKI R2Hygienic hard surface cleaner concentrateHard
surface:-20-50 ml in 1 litre of waterGlass:- 10-20 ml in 1 litre of
water.
All hard surfaces including glass,mirrors and also shiny floor
surface like polished marble,granite etc.
TASKI R3Glass cleaner concentrate20-50 ml in 2 litre of waterAll
types of glass,windows mirrors and glass display cases.
TASKI R4Shine up furniture maintainerReady to use product.All
wooden surfaces such as tables,chairs& bed side tables can also
be used to maintain polished metal surfaces like name plates brass
handles etc.
TASKI R5Air freshenerReady to use product.Deodorizes guest
room,banquet hall & office rooms & rooms where tobacco or
other odours are very strong.
TASKI R6Toilet bowl cleanerReady to use productRemoves
lime-scale deposits and stubborn stains and leaves toilet bowls and
urinals sparkling clean.
TASKI R7Floor cleaner concentrateNormal soiling:-20-50 ml in 1
litre of water.Heavy soiling:-50-100ml in 1 litre of waterUsed for
both wet mopping as well as scrubbing with a machine on all kinds
of floors.
TASKI R9Bathroom cleaner concentrateNormal soiling:-20-50ml in 1
litre of waterAll fittings and walls in the bathroom
viz,sink,tube,tiles and fittings.Regular usage prevents scale
deposition on walls and 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.
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 DepartmentFood 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.Foodproduction 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 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 Staffa.
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:
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 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 Responsible
for the actual preparations of all food items, their 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
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 Hotela. Main KitchenMain
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 SectionIt 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 SectionChinese 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 SectionThis 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 SectionThis 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 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 KitchenThe 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. ButcheryThe butchery department is located at the basement of
the main building. Butchery also functions under the main kitchen,
but it also prepares mise-en-place 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. CommissaryThe 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 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
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 CentreConveniently 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 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 5th 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 NumberReception 7Swimming Pool 1571Gym
1572Cardio 1321Gents changing room 1573Ladies changing room
1575Fitness center office 1503
2.4.5.2 Staff Employed Mr. Buddhi Jung KarkiMr. Prince thapaMrs.
ReshmaBalamiMrs. CeaserineMaharjanMr. SushilKapaliMr. AnjanGiriMr.
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.
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, KathmanduEvery
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 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
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. 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 THREESTUDY METHODOLOGY
3.1 Study MethodologyThe 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.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.
CHAPTER FOURSUMMARY, CONCLUSION AND RECOMMENDATION
4.1 SummaryAs 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 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 ConclusionThe 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 RecommendationOn the basis of my analysis and findings,
Iwould like to draw the following recommendation for further
enhancement of the business of the Radisson hotel: 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_ReviewBooksBasanta Prasad Joshi
and RoopeshShrestha, Fundamental of Hotel Management
(SukundaPustakBhawan), 1st ED, 2005
APPENDICES
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