hotel mgt
... We also tried to find out the major obstacles that hinder the smooth operation of our hotel industry. Since the report is for Management course, the services offered by the hotels and other hotel functions will be covered very briefly. ... • Secondary data collection - Information collected from studying similar management reports prepared by former interns of the hotel, relevant news and articles published in newspapers, journals and business magazines have also been included in the report. ... Constraints: The topic Hotel management is a very broad topic but we tried to cover all the managerial functions regarding hotel management. ... Therefore the study might not reflect a complete study of the applications, techniques, effects and limitations of hotel management and its divergence from the theoretical assumptions. ... Packages like- • Business & leisure • Long Stay Plus • Value Plus • Day Use • Weekend Local Plus • Corporate & Group packages Airline Programs: The Pan Pacific Hotel & Resorts is participating in major airlines mileage program. ... Background of The Pan Pacific Sonargaon • Owners- The Government of Bangladesh • Operators- The Pan Pacific • Duration of Contract- Renewal after every 5 years • Years of Operation- More than 30 years Competitors: Hotel Sheraton Hotel Purbani Small Hotels( e. ... Objectives or Goals: To stay as the number one five star hotel in the country. ... Policies: The policies that are being used in the hotel are according to the Key Standard Operating Policy of The Pan Pacific. ... For the last 2/3 years the hotel is trying to downsize the organization and move towards a wide span of management. ... The administration of the hotel has started to cross train their employees. ... the drivers of the hotel limousines have to be multi functional, that is, he has to be a specialist driver, a good mechanic, fluent in English and also act as a guide for the tourists. ... In The Pan Pacific Sonargaon hotel the top most executive is the general manager, who must be assigned from the central The Pan Pacific authority, and cannot be a local resident. ... At present there are 83 managers and a total of 600 employees engaged in the hotel. The turnover of the hotel is nearly zero. ... ) Leading- The problems of leading in our hotel industry that we found is that due to the routine work of hotel operations, the scope of visionary leadership in our country is very limited. ... This absent in this hotel. ... This is observed in the hotel as an example of cross training and making it possible to recruit from the internal employees. ... The hotels has excellent communication lines linking every desk / counter to other counters / desks within hotel. ... At the hotel much attention is paid in budget formulation, in fact budget and cost control plays the key functions. ... The budget of the Sonargaon hotel is both set and viewed by the officials of the Government of Bangladesh who are in charge of these hotel affairs. ... The problems of controlling in our hotel industry that came out in our study is that to establish standard for any intangible matter, like service, customer satisfaction is quite difficult . ... The common complains they have are: Breakfast came in late or room service was not prompt Didn’t receive a message which was left for him/her Problems arising owing to unclear hotel policies Unfriendly front office Other than that they seem to be quite happy with the services provided by the hotel. OTHER EXTERNAL FACTORS AFFECTING THE HOTEL The sudden growth of guest houses ( the upper hand that the guest houses have is price) Taxation policy Political instability ( local) Political unrest in neighboring countries Worldwide economical crisis DHAKA SHERATON HOTEL DHAKA SHERATON HOTEL Location: This five star hotel is of garden like setting in 4 acres of ground, adjoining Ramna Garden with 62 acres of green vegetation. ... Customer Base: • Ready Made Garments (RMG) Industry • Power Sector • Oil & Gas Sector • United Nations’ subsidiaries( World Bank, IMF, UNICEF, ADB, etc, and peace keepers) • Multinational Corporations • Commercial Indenting House • Airlines (transit passengers & crew members) Among the above mentioned organizations, RMG Industry is the major user of the hotel, followed by the Airlines companies and the UN subsidiaries. ... Floor lounge facilities • E-mail & internet service facilities • Complimentary local telephone calls and facsimile services • A variety of international & local newspaper • Food & drinks Floor room facilities • In room safe • Complimentary Laundry services • Wake up tea/coffee with daily English newspaper • Complimentary shoe shine services • 25% discount on Vintage Restaurant • 50% discount on tennis • Deluxe fruit basket Safety: The entire hotel is fitted with electronic smoke detectors and automatic sprinkler system. ... Business center: In the hotel’s Business Center the following facilities are available- • Secretarial services • Fax • E-mail • Word Processing • Photo copying • Spiral binding Recreation: Recreation services for the guests are considered with high importance. Sheraton offers the following facilities- • Outdoor swimming pool • Squash court • `Fully equipped Health Club • Two Flood-lit tennis courts and table tennis • Jogging facility in the adjoining park Banquet: The hotel has a wide range of banquet rooms and also has outside catering facilities to meet guest’s needs. ... • For the departing passengers holding First class & Business class air tickets of the airlines that have service agreement with Dhaka Sheraton Hotel, the VIP lounge offers the best in comfort the and luxury. Shops: A variety of products are available at the shops inside the hotel. ... Hotel Limousine on rental basis: Sheraton has a limousine service for its guests. ... Other services: Along with the above services some other facilities are also considered important by the hotel authority. ... 5% service charge + 10% supplementary duty + 15% VAT • All the rates are valid till December 31,2001 • Check out time 12 noon For groups or spatial rates Marketing department can be contacted Findings and analysis: Planning Vision & Mission: The vision of Dhaka Sheraton Hotel is a cost-cogent image incorporating the elegance of traditional Bangladeshi hospitality. ... Strategies Strategies for Dhaka Sheraton Hotel are basically divided into two major parts. ... • Providing discounts to organizations that are frequent and bulk users of the hotel, e. ... • Security Division—Responsible for the overall security of the hotel and its contents within the premises. ... In Sheraton hotel the top executive is a general manager. ... The organizational structure of this hotel is based on functional departmentation. ... Good communication also plays a vital role in the smooth operation of the hotel. Span of management: Dhaka Sheraton Hotel has a wide span management at the top with the heads of each departments reporting to the GM. ... Difficulties faced • Lack of properly trained candidates • Parjatan Corporation’s training facilities and standard do not meet the requirements of Dhaka Sheraton Hotel, which forces them to train new recruits afresh. ... • There is no scope of job enrichment in Hotel Sheraton. ... For the procurement of alcoholic beverages special license from the government is issued, using which the hotel directly imports from abroad. ... Other findings Competitors: In recent years the emergence of guest houses in the city, concentrating in the posh neighborhood of Gulshan, Banani, and Baridhara has adversely affected the business of Dhaka Sheraton Hotel. A recent study conducted by the Dhaka Sheraton Hotel’s marketing department revealed that everyday they are losing approximately 50% of their occupancy to approximately 40 other guest houses around the city. ... A strike or violence or bomb blast is instantly broadcasted on the international print and electronic media that scares boarders with reservations, organizations that had conference or meeting at the hotel and causes them to cancel all their appointments. Also due to the bad political situation, fewer foreign investors are coming to Bangladesh, thus reducing business for the hotel, as this was the place they stay when in Dhaka. ... They should recruit young, energetic and innovative people to adapt to the fast changing world • The commercial section inside the hotel premises should be restricted to a small area to maintain the homely atmosphere • The hotels have been operating for more than 20 years and it is high time that they need a change in their internal décor • The marketing department is quite efficient but to compete with the competitive market ( the sudden flourish of hotels and guest houses ) they have to bring about some developments • The hotels should promote tourism • Zero based budgets can be established to eliminate the effects of errors from the previous budget ACKNOWLEDGEMENTS We would like the following persons for their immense help in preparing our report. ... We would also like to thank M Hafizullah, the Sales Manager of Dhaka Sheraton Hotel. ... Principles of Hotel Front Office Operations By Sue Baker, Pam Bradley and Jeremy Huyton 3.