CHAPTER ONE

INTRODUCTION

1.1 Introduction to Bachelor of Hotel Management ( BHM)

The Bachelor of Hotel Management (BHM) addresses an increasing need for a course
which enables student to progress from post-secondary courses and enhance their
skills in this area. This course aims to produce broad based business graduate with
specialist’s knowledge in all aspect of hospitality industry.

Hotel Management is the ideal program for people with entrepreneurial flair, who
have good commercial insight and who are service minded. A lot of attention is paid
to professional skills and theory, and to management skill. Moreover, developing the
proper professional and hospitable attitude is an important focus point.

1.2Internship

Hotel management is a subject based on our practical knowledge, so internship is the

integral part of our study. Internship and the hotel assignment carry total marks of
600. Basically, Hotel Assignment is the report concerning about the each and every
departments of the hotel.

An internship is an opportunity to integrate career related experience into an

undergraduate education by participating in planned supervised work. An internship is
a work experience in which students set clear learning objectives that connect course
content to the real world employment.

In this context, I got an opportunity to complete my internship from the 5 star rated
hotel named Radisson Hotel, Kathmandu commencing from 15 th May 2014 to 15th
November 2014. I was positioned in different departments and learned the practical
field of hospitality world.

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1.3Objectives of the Study

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

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

Habitual professional life.
 Give students in-service orientation to a career area, they may wish to
pursue.
 Allow students the opportunity to work in their area of intended
specialization.
 Enhance students understanding of organizational and group processes,
public service obligations.
 Provide, “apprentice” expertise a new perspective for organizational
operation.

1.4Scope of the Study

Industrial exposure to the periods of 6 months is nevertheless the short time to learn
all the aspects of hospitality industry but it helps on to decide our career which was
impossible to really decide from the theoretical course conducted. Training helps me
to understand where I am really perfect to work at. How is my working ability and so
on? It really clarifies all the facilities, service and operation of a hotel and giving us
an opportunity to learn, observe and tactfully convince guest.

All the imagination of theoretical knowledge come on to the live performance and the
live performance isn’t only good, it’s 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

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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 one’s 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 don’t 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

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 CHAPTER TWO

LITERATURE REVIEW

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

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

2.1 Introduction of Hotel Industry

Hotel is a place where the travellers may receive food and shelter and a comfortable
temporary house. A hotel is an establishment that provides paid lodging on a short
term basis. The word hotel is derived from the French word hote which means the
host.

According to the British laws, “A hotel is a place where bonafide travellers can
receive food and shelter provide, if he/she is in a good position/condition to receive
and pay for it.”

The word hotel may be formulated by the concept to the hospitality service, of which
the primary objective is to provide lodge and foods to the people who are
economically, mentally and physically able to receive. There are many other
properties in the field of hospitality business, such as lodge, guest house, rest house,
restaurants, etc., but the concept of hotel is only regarded with the combination of all
these activities. This actually refers to address overall expectations and needs of the
guest.

Hotel Industry is one of the fastest growing sectors of the economy of our time. The
hotel industry alone is a multi-billion dollar growing enterprise.

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2.2 Classification of Hotel

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

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

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

c. According to length of guest stay

 Inns
 Apartment Hotels
 Family Hotels

d. According to Types of Clientele

 Business Hotel
 Group Hotel
 Convention Hotel
 Youth Hostel

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2.3 Introduction of Radisson Hotel, Kathmandu

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

Kathmandu.

With the advantage of perfect location in the heart of Kathmandu and walking
distance to the diplomatic enclaves and touristic spots, the hotel's main building
offers 160 spacious guest rooms with Free Wi-Fi including Business class rooms &
suites, rooftop swimming pool with dramatic view of the surrounding mountains,
Business Class Lounge, fully equipped business centre and a fitness centre. While the
new wing offers 100 premium category rooms with modern amenities like 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 canapés 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

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  Fully independent air-conditioning in all rooms

 Satellite cable TV with international channels

 24 hrs. room service

 Direct dial phone

 Airport transfers.

2.3.1 Map of Radisson Hotel, Kathmandu

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

Radisson Hotel Kathmandu

P.O. 2269, Lazimpath, Kathmandu

7
Nepal

Tel: 977-1-4411818, 4423888

Fax: 977-1-4411720

Radisson@radkat.com.np

www.radisson.com/kathmandune

2.3.2 Hotel Features

We are committed to 100% guest satisfaction. If you are not satisfied with something,
please let one of our staff know during your stay and we will make it right or you
won’t pay. It’s 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

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  Conference and banquet facilities

Meeting facilities and services

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

 Conference, theatre and class room- style seating arrangements are available.
We provide out door catering as well.

 Adoptable Nepa-Dhuku Banquet Hall and Waterfall garden with the capacity
to accommodate 800 persons.

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

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

to 450 persons

 Full conference facilities including audio-visual and secretarial services

2.3.3 Rooms in each floor with room code

Room Code

KSEB: King Smoking Apartment

TSDZ:Twin Smoking Superior room

KNDZ: King Nonsmoking superior room

KSS1: BC King Smoking

TSS1: BC Twin Smoking

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 KSE1: Smoking Premium King

KNS1: BC King Non Smoking

KSEX: King Smoking Junior Suite Room

KSEH: King Smoking deluxe suit room

2.3.3.1 Main Building

Fig. 1

Floor Plan of the First Floor

122 120 118 116 114 112 110 108 106 101 1st
KNS TSS KSS KSS KSS KND TSD TSD TSD KSEB Flo
1 1 Z 1 1 Z Z Z Z or
125 123 121 119 117 115 107 105 103
KNS KNS KSS KSS KSS KSS TSD TSD TSD
1 1 1 1 1 1 Z Z Z

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 2ndF

KNS1 KSS1 KSS1 KSS1 KSS1 TNDZ TSD loor

10
 Z
225 223 221 219 217 215 211 209 207 205 203
KN KNS1 KSS1 KSS1 KSS1 KSS1 KSEX KSD TSD TSD TS
S1 Z Z Z DZ

240 238 236 234 230 2nd

KSEH KSXZ KNXZ KSXZ KSEH Ann
241 239 237 235 231
ex
KSEH KSXZ KNXZ KSXZ KSEH

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

322 320 318 316 314 312 310 308 306 304 302 3rd
TND TSD TSD KSD TSD TSD TSD TSD TSD KSD TSD Flo
Z Z Z Z Z Z Z Z Z Z Z or
321 319 317 315 311 309 307 303
TND TND TSD TSD KSD TSD TSD KSEB
Z Z Z Z Z Z Z

342 340 338 336 334 332 330 3rd

KNXZ TSXZ KSXS KSXS KSXS TSXZ KSXZ Ann
343 341 339 337 335 333 331
ex
KNXZ TSXZ KSXS KSXS KSXS TSXZ KSXZ

11
 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 4t
TND TSD TSD KSD TSD TSD TSD TSD TSD KSD TSD h

Z Z Z Z Z Z Z Z Z Z Z
Flo
421 419 417 415 411 409 407 405 403
TND TND TSD TSD KSD TSD TSD KSEX TSD or

Z Z Z Z Z Z Z Z

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

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 522 520 518 516 514 512 510 508 506 504 502 5t
TND TSD TSD KSD TSD TSD TSD TSD TSD KSD TSD h

Z Z Z Z Z Z Z Z Z Z Z
Flo
521 519 517 515 511 509 507 505 503
TND TND TSD TSD KSD TSD TSD KSEX TSD or

Z Z Z Z Z Z Z Z

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 6t
TND TND TND KND TND TND TND TND TND KND TND h

Z Z Z Z Z Z Z Z Z Z Z
Flo
621 619 617 615 611 609 607 605 603
TND TND TND TND KND TND TND KNEX TND or

Z Z Z Z Z Z Z 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

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 Floor Plan of the Seventh Floor

722 720 718 716 714 712 710 708 706 704 702 7t
TND TS TND KND TS TS TS TS TS KSD TS h

Z DZ Z Z DZ DZ DZ DZ DZ Z DZ
Flo
721 719 717 715 711 709 707 705 703
TND TND TS TSD KSD TS TS KSEX TS or

Z Z DZ Z Z DZ DZ DZ

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

Total rooms in the Main building:

1st Floor: 19 rooms

2nd Floor: 28 rooms

3rd Floor: 33 rooms

4th Floor: 20 rooms

5th Floor: 20 rooms

6th Floor: 20 rooms

7th Floor: 20 rooms

Total: 260 rooms

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 2.3.3.2 New Wing

Fig. 8

Floor Plan of the 1st Floor

162 160 158 156 154 152 150 1st

KSE1 KSE1 KSE1 KSE1 KSE1 KSE1 KSE1 Floor
161 159 157 155 153 151
KSE1 KSE1 KSE1 KSE1 KSE1 KSE1

163 165 167 169 171 173 1ST

TSE2 KSE1 KSE1 KSE1 TSE2 KSE Ann
F 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.

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

2.4 Positioning in Different Departments.

2.4.1 Introduction to Front Office Department

Front office is the most visible segment of any hotel industry which is strategically
located at the entrance of the hotel building within the high traffic lobby area. It is the
first department noticed by the guest. It is the department which is responsible for the

15
sales of hotel rooms through systematic method of reservation followed by the
registration and assignment. It is attractively design and systematically and
sufficiently equipped to perform the necessary formalities relating to arriving and
departing guest.

The front office in a hotel holds a prime importance and view of the business of a
hotel i.e. to sell rooms. Revenue collected from the sales of room is very high. Since
this is the only department which has got first and last point of contact of every guest
with the hotel.

Room Rates

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

 It must be competitive with competition.

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

Tariff of Radisson Hotel Kathmandu

Published FIT rates valid until 30 September, 2015

Single / Double

Superior Room US$ 185

Deluxe Room US$205

Premium Room US$220

Business Class Room US$250

Suites

Junior Suite US$300

Premium Suite US$400

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 Deluxe Suite US$500

Extra Bed US$60.

Published GIT rates valid until 30 September, 2015

Single US$140

Double US$ 150

Meal Rates

Breakfast US$ 15

Lunch US$ 20

Dinner US$ 25

All rates quoted above are subjected to 10% Service charge and 13% VAT

Tariffs are subject to change without prior promise.

2.4.1.1Organizational Chart of Front Office Department

Fig9:

Organizational Chart of Front Office Department

17
2.4.1.2 Sections of Front Office Department

a. Reservation

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

reservation. It is a process of booking a room in advance for prospective guest for
certain period of time when reservation is made at hotel.

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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.

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  Filling up details in reservation form.

b. Reception

The personnel in front desk welcome and receipt the guest and assign them a room
after few registration formalities, maintain room ability and provide information. This
section is responsible for the warm and friendly reception of the entire guest.
Reception is the staff that has direct contact with guest.

Reception of Radisson hotel operates 24hrs to provide highly professional and

efficient service to the guest. Reception is only the department which gives the first
and last impression to the guest. The personnel should be very much careful while
dealing with the guest because this is the first point to meet the guest.

Receptionist also manages the room key.

Duties and responsibilities of this section

 Preparing keys of the guest rooms.

 Handle registration for guest with reservation and walk in guest and
allocate appropriate rooms of them.
 To receive the guest promptly and assign the room.
 To issue VIP amenities voucher.
 To handle foreign guest and complete all their required government
formalities.
 To calculate room availability and advice reservation.
 To send arrival and departure notification slip to various departments.
 To open guest folio and check the guest registration card.
 To arrange transportation facilities for guest if required.
 To prepare flash report.
 Checking all the settlement by night auditor.

Tasks performed:

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  Filling up details in key card jackets as per arrival list along with the
key cards. Key jackets can be reused.
 Encoding the guest room key cards as per requirement. Vision software
is used and through the Opera PMS (Version5.0, Service Pack
5.0.03.01/17), departure date of the guest is known and then room key
is made valid till the 1200hrs of the Check-out date.
 Helping guests with required information.The guest might be asking
for Mr. Aslam then checking through the arrival or in-house guest in
the Opera PMS, can be helped. Helping to find locations like the board
rooms, begnas hall, businesscentre and so on.
 Making packages for package guest (Holiday packed).

c. Concierge

The concierge provides extra information on entertainment, sports, amusement,

transport, tours, church service and baby sitting in the area. These people also obtain
the ticket and make reservation on restaurant. It is information moving desk. This
table is set up for special function, festival. It does special duties for which it is setup.

Concierge seems to be active when there is check in and check out of the guest. The
main job of the bell desk is to carry the luggage of the guest to the room in the check
in and to bring the luggage to the front desk up to the vehicle during the check out.
This section performs the job like checking, identifying, and transferring storage of
guest luggage for which a proper record of the guest luggage has to be maintained.
Bell desk is a section where the guest luggage are tagged and taken to the guest room
after the guest is registered. The bell boy handles the guest luggage. It helps the guest
to receive newspaper in the guest room, maintaining errand card and delivering mails
and packages to the guest rooms.

Responsibilities

 Carrying guest’s luggage during arrival and departure.

 Storing guest’s luggage in the luggage storage room.

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  Distribution newspaper to executive’s 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 guest’s luggage along with details.

 Helped carrying luggage during guest’s arrival and departure.

d. Telephone Operator

This is the separate section under front office department located at the back side
connected to the front desk which is not seen by the guest.

This section is responsible for all the internal and external telephone calls. Three
number of switch board are placed here in order to handle the call effectively. This
section handles all incoming and out-going calls and maintains a record of
international calls for billing purpose.

Duties and responsibilities of this section

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

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

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Standard Phraseology

2400hrs – 1200hrs Good Morning

1200hrs – 1700hrs Good Afternoon

1700hrs – 2400hrs Good Evening

Casual Phrases Hotelier Phrases

Hello! Good Morning Hotel Radisson,

How may I help you?

Yeah Yes Sir, That is right Sir.

Okay Right Very Well Sir

Sure Certainly Sir

One Sec, Please Wait Kindly hold on / Stay on line

Sir/Madam

Just a minute Hang on, Hold on, Hold the line: Let me check it for you
Sir/Madam

Can I May I

You misunderstood me I was Clear Sir

Any Problem May I Assist You

Who’s speaking If the call is for you who am I

Speaking to?

Who is this If the call is for another person.

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

No Problem This will be taken care of

Why don’t you let me call?

23
See you Have a nice day / Good day

I have no idea Other Alternatives

e. Business Centre

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

Responsibilities of department

 Availing internet access to the guests.

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

 Making telephone calls for the guests as per the request.

 Helping guests with different national and international newspaper.

Tasks performed

 Helped the guests to get internet access.

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

Table1:

Detailed rates of the business center

S. No Particular Rate Need to add Total

1. Local Calls Rs.6 per 13% VAT As per Total
minute Minute
2. International Calls According to 13% VAT As per Total

24
 place called Minute
3. Photocopy Rs.6 per page 10% Service As per Total
Charge + 13% Copies
VAT
4. Print Out( Black Rs.50 per page 10% Service As per Total
and White) Charge + 13% Copies
VAT
5. Print Out( Color) Rs.100 per 10% Service As per Total
page Charge + 13% Copies
VAT
6. Fax (Local) Rs.6 per 13% VAT As per Total
minute minute
7. Fax( International) According to 13% VAT As per Total
place faxed. minute
8. Internet
a. 15 Minutes Rs.200/- 13% VAT Rs.226/-
b. 30 Minute Rs.350/- 13% VAT Rs.395.5/-
c. 1 hour Rs.600/- 13% VAT Rs.678/-
d. 1 day Rs.700/- 13% VAT Rs.791/-
e. Unlimited According to 13% VAT According to
Days. Days.
9. Scanning Rs.50 per page 10% Service As per Total
Charge + 13% Copies
VAT
10. Binding( Small/ Rs.50/ 100/ 10% Service As per Total
Medium/ Large) 150 Charge + 13% Copies
VAT
11. Lamination A4 size Rs.75 per page 10% Service As per Total
Charge + 13% Copies
VAT

2.4.1.3 Overall task performed

a. Front of the house

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

25
  I know the name and room assigned. All the room numbers are written in the
key jacket as per the name and segregate the FIT and GIT. Afterwards I open
the Vision software and the password 8899. The key is encoded as per the
duration stay.
 Internet password coupon is provided to the guest on request.

b. Back of the house

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

Departure list

Initial First Name Last Name Room No

Ms. Erika Saetti 237

Mr. Andrea La Piccirella 237

Mrs. Montserrat Rodriguez Zamora 403

Ms. Phuong Thay Nguyen 704

Arrival List

Initial First name Last name

Mr. Ranabir Basuthakur
Mr. Arivoli Nasser
Mr. Vishal Arora
Mr. Marco Sora
Mr. Ashis Kumar
Mr. Hitoshi Watanabe
Mr. HuuHieu Nguyen
Ms. Barbara Ann Watkinson
Mr. Sonam Tshewang
Mr. Karma Dyenka
Mr. Manoj Agarwal
Ms. Renata Dubini
Mr. Betsy Lippman
Ms. Josefa Ojano
Mr. Jake Brawn
Mr. Kevin Johnson
Mr. Johannes Marliem
26
Mr. Christopher Burnham
Mr. Radheshyam Konoria
Mr. Mitesh Dave
Mr. Douglas Tashjian
Mrs. Pauline 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
 «Intitial»«First_Name»«Last_name»
 Print

Welcome Letter for the main building

Nov 13th 2014

Welcome to the Radisson Hotel Kathmandu!

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

Our Services in brief:

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

27
  Buffet breakfast/Buffet lunch & dinner/Varieties of international tastes + A-la-
Carte
Corner Bar is situated at the left hand side corner, in front of the hotel premises.

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

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

The RADKAT Fitness Center is situated on the 4thfloor - equipped with Gym,
Cardio, Steam Bath, Sauna and Jacuzzi.Swimming pool with Sundeck is located on
the 5th Floor. All these facilities are free of charge to house-guests. The hours of
operation are 06:30 hrs. - 21:00 hrs.

Club Carlson is Carlson Hotel’s world-wide guest hospitality program developed for
loyal customers, enabling them to earn and redeem Club Carlson at participating
Carlson-branded hotels around the globe. Thus, if you wish to join & become a Club
Carlson member, please contact the reception to enroll for the same.
Our Business Center opens 24 hours for your service.
We have a Voice Mail System in all the rooms. Please dial “1” to access it. Use your
room number for mail box & Password.

Should you wish to use our internet facility Wi-Fi in the room, please contact the
reception?

IF YOU ARE EXPECTING OUTSIDE VISITORS, WE REQUEST YOU TO

PLEASE MEET THEM AT THE LOBBY OR THE RESTAURANTS/BARS.

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

Anil Malik

28
General 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.

29
2.4.2Introduction to Food and Beverage (F&B) Service Department

The F&Bservice department is one of the most important profit oriented department
in any hotel industry which plays a dominant role in revenue production by providing
varieties of prepare F&B in the hospitality manner to the house and outhouse guest.

The F&B service department of a hotel is the most labor intensive department The
F&B service should coordinate, complicate and cooperate with other different
department like HK department, F/O department, Security, Account, HR department,
maintenance department etc.

The food and beverage service is now being popular and is also referred to as the
hospitality catering industry

The word service has its own meaning

S- Smile for everyone

E- Excellent in everything

R- Reaching out to every guest

V- Viewing everything

I- Inviting guest to return again

C- Creating a warm atmosphere

E- Eye Contact

30
2.4.2.1 Organizational Chart of F&B Service Department

Fig10:

Organizational Chart of F&B Service Department

31
2.4.2.2 Outlets of Radisson Hotel, Kathmandu

a. The Fun Café (TFC)

The fun café 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

32
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 café 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 doesn’t compromise in its price and quality. It offers the food of those European
counties which lies in the coast of the Mediterranean Sea region such as Italian,
Moroccan and Greek, New Zealand, Spanish.

Opening time:

Executive Breakfast is only served at 8:00am to 10:00am. The duty is generally

handover to the staff of room service.

Restaurant opening time: 8:00pm to 11:00pm

c. Corner Bar

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

33
for a quality time to unwind in the evenings. Opening hours: 4:00pm till 11:00pm.
This Outlet features nightly live music.

The corner bar is the only pub that the hotel has in its compound.

d. In Room Dining (IRD)

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

e. Service Bar

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

Opening time: 7:00am to 11:00pm

f. Lobby Bar

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

g. Coffee Shop

34
It is located in the third floor of the new building which has spectaculars view of the
main building and the city. The coffee shop features a buffet breakfast for in-house
guest and the lunch and the dinner offering is generally through A la Carte menu.

Opening time:

6:30 Am to 10:00 Pm

h. Terrace garden

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

i. Pastry Shop

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

j. The Club Lounge Plaza

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

35
2.4.2.3 Conference and Banquet Facilities

Table:2

Conference and Banquet Facilities

Floor area Floor Reception Buffet Theatre U- Class

level cum style shape room
HALL (L*B*H)
sit
down

Nepa/Dhuku 25.65m*17.15m*4.5m Ground 800 300 450 150 150

floor

Dhuku 14.6m*17.1m*4.5m Ground 300 150 250 80 120

floor

Nepa 10.9m*17.1m*4.5m Group 250 130 200 75 100

floor

Begnas 14m*18.3m Ground 300 150 200 80 100

floor

Rara 15.39m*5.5m First 40 35 80 35 30

floor

Gosainkund 9.65m*7.05m First 38 30 50 27 30

floor

Phoksundo 5.97m*7.05m First 30 18 25 18 18

floor

Boardroom 4.07m*3.52m First 10

floor

2.4.2.4 Analysis of the F&B Service Department

36
a. Positive Analysis

 We were provided with various chances to explore ourselves which we

weren’t 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
wasn’t 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.

37
 Due to which the guest couldn’t get the full satisfaction of high
standard service.

2.4.3 Introduction to House Keeping Department

38
Housekeeping department possess the never ending tough most vital job ever to
perform in the hotel industry. From the floor to the ceiling, from the spring of the bed
to the hook of the curtain, all the entire job of housekeeping is performed by the staff.

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 décor 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

39
 Fig11:

Organizational Chart of Housekeeping Department

2.4.3.2 Housekeeping Responsible Area

a. Linen and Uniform Room

 The current linen and uniform are stored or stocked for issuing and
servicing.

 There are adequate shelves to store the linen and uniform.

 The room should be free from humidity and heat.

 The uniform and linen of every staffs are stored properly with hanging
facilities.

b. Lost and found

40
  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 Rooms

41
Room is a place which is sold to the guests either for day purpose or night purpose
where guests find complete privacy, security as well as comfort. Each hotel has a
variety of rooms to satisfy the need of customer.

A room is any distinguishable space within a structure. Usually, a room is separated

from other spaces or passageways by interior walls; moreover, it is separated from
outdoor areas by an exterior wall, sometimes with a door.

Likewise Radisson Hotel, Kathmandu also has variety of room to satisfy the guest.
The hotel has a total of 260 guestrooms and suites in the main building and 100
operational rooms in the new wing out of 102 rooms

a. Business Class Club Rooms

 There are all together 22 business class club rooms in the first and second
floor of the main building.

 High category guest

 Long Stay guest.

 Central Reservation

 Embassy

Business class by Radisson features upgraded amenities and services specially

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

42
  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 d’oeuvres, 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 Room

43
These suits have s contemporary design and feature high ceilings, large windows and
a separate sitting area attached to the master bedrooms. Room amenities include an
extra bathroom, separate toilet and two televisions. Mirrors and paintings hanging on
the wall provide a blend of modern and traditional Nepalese culture.

d. Superior Room

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

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

44
2.4.3.4 Duties and responsibilities of housekeeping personnel

a. Executive Housekeeper:
The Executive Housekeeper reports to the general manager or the room’s
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.

45
  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 attendant’s
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.

46
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 hotel’s 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 guest’s 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:

47
 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 supervisor’s
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

48
 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 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 Hotel’s basic supplies in normal guest room but the
supplies may vary in high standard rooms for VIP’s.

In the Room:

49
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

50
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

51
  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

52
 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

53
  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.

54
 Table3:

Chemicals used for area cleaning

PRODUCT PRODUCT RECOMMENDED

DESCRIPTION USE KEYS AREAS
TASKI R1 Bathroom cleaner Normal soiling:-20-50ml in All surfaces in the bathroom,
sanitize 1 litre ofwater sink, tubfloor and fitting.
concentrate Heavy soiling:-50-100ml in Safe for use on marble and
1liter of granite.
Water
TASKI R2 Hygienic hard Hard surface:-20-50 ml in 1 All hard surfaces including
surface cleaner litre of water glass,mirrors and also shiny
concentrate Glass:- 10-20 ml in 1 litre of floor surface like polished
water. marble,granite etc.

TASKI R3 Glass cleaner 20-50 ml in 2 litre of water All types of glass,windows

concentrate mirrors and glass display cases.
TASKI R4 Shine up furniture Ready to use product. All wooden surfaces such as
maintainer tables,chairs& bed side tables
can also be used to maintain

55
 polished metal surfaces like
name plate’s brass handles etc.
TASKI R5 Air freshener Ready to use product. Deodorizes guest room,banquet
hall & office rooms & rooms
where tobacco or other odours
are very strong.
TASKI R6 Toilet bowl cleaner Ready to use product Removes lime-scale deposits
and stubborn stains and leaves
toilet bowls and urinals
sparkling clean.
TASKI R7 Floor cleaner Normal soiling:-20-50 ml in Used for both wet mopping as
concentrate 1 litre of water.Heavy well as scrubbing with a
soiling:-50-100ml in 1 litre machine on all kinds of floors.
of water
TASKI R9 Bathroom cleaner Normal soiling:-20-50ml in All fittings and walls in the
concentrate 1 litre of water 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:

56
  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.

57
2.4.4 Introduction to Food Production Department

Food production department is responsible for the actual preparation of food items
and F&B service department systematically serve food from the kitchen to the
customer’s table as per their choice or order.
Food production in catering term simply refers to the food preparation and control.
The kitchen is a place where food is prepared. In a hotel or in restaurant a special
room is used for food preparation and is known as kitchen. In outside catering it is a
place assigned for food preparation like in trekking, rafting, and etc. The word
“kitchen” comes from French word "cuisine”, which means art of cooking or food
preparation in the kitchen. In modern hotel management cuisine refers, to the art of
cooking and style of service. Kitchen is the central point of all the hotel and restaurant
where food is prepared. It is also known as the “heart of hotel”. The main purpose of
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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2.4.4.2 Job Positions and Responsibilities of Kitchen Staff

a. Chef de cuisine (Executive Chef):

He is a person of authority and responsible for the food production areas and for the
welfare of the department. He is also known as commander of the kitchen department
as he is the key man of the food production management. The exact description of
his/her job will vary according to the size and type of establishment. In small
operation the term Head Chef may be used to describe his/her involvement in
administrative work and active culinary duties carried out by the head chef.

His/her staff must feel the weight of his authority and follow the strict discipline. In
general his/her job includes:

 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

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  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

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  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.

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  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 Hotel

a. Main Kitchen

Main Kitchen is responsible for mainly room service and TFC. It contains Chinese,
Continental, Indian and Pantry sections. Each section is headed by a Chef. They
have a very little time to perform their job given to them. The main kitchen has the
highest level of work performance level. Main kitchen is headed by the Executive
Chef then there is the supervisor and there by the other chefs.

There are four sections under the main kitchen and they are as follows:

 Pantry Section

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 It supplies fresh seasonal fruits, peanuts, wafers for the room services and
snacks respectively. It also supplies items like milk, cheese, butter etc. to other
kitchen.. All the food items in which application of heat is not used are made
here such as salads, sandwich etc. so it is also called cold section. Here
application of heat is not used so the risk of food hazard is minimum.
 Chinese Section
Chinese section prepares Chinese food item for buffet, Lunch, dinner and a la
carte such as chicken chili, shredded tenderloin, lamb and chicken, different
kinds of noodles, tom yam kie soup etc. It also responsible for Thai and
Indonesian food items which is available in TFC and Room service menu.
 Continental Section
This Section is responsible for preparing continental food items such as grilled
items, breast, stewed and poached food. Equipment used in this section:
 Open Fire Ranges
 Bain Marie
 Microwave Oven
 Salamander
 Infrared Heater

 Indian Section

This Section is responsible for preparing Indian Dish as per the KOT (Kitchen
Order Ticket). Indian Section contains following main equipments:

 Ranges

 Tandoor

 Masala Grinder

 Chopping Board and Knife with working table

b. Banquet Kitchen

Banquet Kitchen is also very important part of food production department. This
kitchen deals with the bulk production. Here the food is prepared for the banquet

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 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 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-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. Commissary

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 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

 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;

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  Bread Rolling Machine

 Dough Mixture

 Divider

 Cooking Chamber

 Hot range

 Proving Chamber

 Walk in Chiller etc.

2.4.4.4Analysis of the Food Production Department

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Positive Analysis:

 Found Rechauffe system in proper manner.

 Some of the staffs were always there in state of giving us some knowledge and
also sometimes give us chances to prepare food.
 We were given chance to experience possible sections.

Negative Analysis:

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

2.4.5 Introduction to Fitness Centre

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Conveniently located on the 4th floor of the Radisson Hotel Kathmandu, the health
club boasts of a gymnasium (equipped with the latest fitness machines from the top
manufacturers of the world) ideal for interval, circuit, strength training and toning.
The center also has an Aerobic Studio, Steam, Sauna, Jacuzzi rooms and offer various
types of massages for ladies and gentlemen. Facilities also include luxurious changing
rooms with lockers separate for both sexes.

The beautiful outdoor swimming pool is located on the 5 th floor. RAD Fitness Center
is a wonder place to relax, unwind and de-stress from the rigors of daily life.

Amenities provided in the gents changing room

 Enchanter Perfume Talc Alluring

 Gatsby Hair Cream
 Hair Comb
 Polish Black and brown both

2.4.5.1 Extension Number

Reception 7

Swimming Pool 1571

Gym 1572

Cardio 1321

Gents changing room 1573

Ladies changing room 1575

Fitness center office 1503

2.4.5.2 Staff Employed

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Mr. Buddhi Jung Karki

Mr. Prince thapa

Mrs. ReshmaBalami

Mrs. CeaserineMaharjan

Mr. SushilKapali

Mr. AnjanGiri

Mr. Manish Baiju

2.4.5.3 Hotel guest facilities

a. Steam bath

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

 Ecoliptas oil
 40 to 45degree celcius

b. Sauna

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

 80- 100degree celcius

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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, Kathmandu

Every organization has its own way of dealing for achieving success in future. As I
had gone under training for six months in a hotel called Radisson rated as a 5 star

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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

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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:

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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 THREE

STUDY METHODOLOGY

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3.1 Study Methodology

The methodology is applied in the systematic, theoretical way to a field of study, so

that it is ethical and beneficial. The methodology encompasses during project
preparation is both the qualitative and quantitative techniques.

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

Primary data

 Observation and Self involvement in the work

 Questionnaire
 Orientation

Secondary data

 Official website of the hotel and hotel glossaries

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

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

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 CHAPTER FOUR

SUMMARY, CONCLUSION AND RECOMMENDATION

4.1 Summary

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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. Here’re
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. It’s the attitude we bring to work at. Positioning in the
particular department for the specific periods doesn’t mean that you won’t 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

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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:

 Goal Interdependency: All the staffs, from the manager to the employee. They
are more focused on their own particular goal to complete. So it’s being more
difficult to achieve the one particular goal of the hotel i.e. quality achievement.
Lots of conflict is experienced.
 It’s 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 that’s 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

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Hotel Brochures and Websites

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

Books

Basanta Prasad Joshi and RoopeshShrestha, Fundamental of Hotel Management

(SukundaPustakBhawan), 1st ED, 2005

APPENDICES

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79