Introduction on HOTEL 71

The Hotel 71 located at the heart of the city bijoynagar in 20 storied building. the hotel building has
been constructed with special care and under close supervision of the specialist engineers from BUET.the sculpture of bijoy at the first floor, the wood curving work on the movement from 1952 to1971At the banquet Hall”Amrokanon”and the terracotta work at the restaurant”Sadhika”certainly will express regarding the history of” independence Of Bangladesh” and Touch Of The Inner And Actual Feelings of 1971 Every Where In The Hotel 71.In Hotel 71,56 Rooms including 12 suits, All room with high speed internet connection along with dedicated port for laptop, mini bar , in room safe, satellite TV with channels and working desk, Exclusive club room with personalized service for all suite guest and members only, 24-hours business centre and room service, One restaurant, lobby cafe, Swimming pool(On Processing), health club, Hotel equipped with safety and security

equipment device including fire and smoke detector, water sprinkler, Key door locks & CC TV,Coffe Shop,Saj-Goj Beauty Parlour,Style Point Barber Shop,24 Hours Laundry Service.

On June 2010, began a project that would not only revolutionize the skyline of Dhaka but also the hotel industry of the country. The first Glass–framed building ever to be built in the country awed everyone. Hotel 71 has 20 (twenty ) levels (including 2 level of underground car parking) building with a space of 72,000 square feet.

There are 56 (Fifty Six) guest rooms including 12 Suit rooms. This hotel has 6 (Six) efficient service department. They are Housekeeping, Food & Beverage, Front Office, Reservation, Sales & Marketing and Engineering & Maintenance Department. All the departments work together to serve their valuable guests.

The Hotel has 1(One)Luxurious restaurants. The Restaurant Name Is “Sadhika”, the authentic restaurant with world famous foods. The hotel has also a Lobby Lounge Café (Coffee Shop) which is a wonderful spot to enjoy a quick cup of coffee, tea, offers home baked patisseries.

In Our Hotel Top Floor fitness center where the most recent instruments are available. In the fitness center there is also a bakery shop. In The hotel 71 the Swimming Pool (on processing).

Hotel 71 has the most modern equipped business center with highly dedicated Internet connection, which is open for the 24 hours round the clock. The hotel has around 130 staffs to serve their guests. They are very much well trained, mannered and loyal to the management.

Location of Hotel 71

Hotel 71 is located at Bijoynagar.adjacent to diplomatic enclave and first growing commercial area of Bijoynagar,Purana Polton. About half an hour drive from ZIA International Airport Offers all what a business traveler need with an exclusive touch of personalized service.

It is in the 176,Shaheed syed nuzrul islam sarani(old bijoynagar) Dhaka-1000.The Zia International Airport isonly30-35minute drive and Motijhil is only 10-15 minute drive from the hotel. Allover, the hotel has a nice and well communication with the different part of Dhaka city. The Bijoynagar Commercial area is one of the main business point for the investors. This is one of the main reasons to build the Hotel 71 in this area, so that the foreign investors can do their work without facing any hassle.

Total Service Provided by the Hotel 71

56 rooms including 12 suites.

All room with high speed internet connection along with dedicated port for laptop, mini bar, in room safe, satellite TV with 90 channels and working desk.

Exclusive club room with personalized service for all suite guest and members only.

One restaurant, and lobby café.

Two multi function rooms

Health equipped with safety and security equipment device including fire and smoke detector, water sprinkler, Key door locks & cc TV

24-Hour Front Desk

24-Hour Concierge Service.

Restaurants.

24-Hour Room Service.

Personalized Wake-Up Service.

High Speed Internet Access in every guest rooms.

100% Non-Smoking Rooms and Facilities.

IDD call facilities in every guest rooms.

Safe Deposit Boxes.

24-Hour Security.

Air-Conditioned Facilities in every inch of the hotel.

Complimentary Airport Shuttle Service.

Bell stand/Porters.

Doorman.

Express Check-In.

Express Check-Out.

Smoke Detectors.

Fire Alarm.

Handicap Accessible Facilities.

Internet Service Provided in Meeting/Event Facilities by Request.

Same day Laundry Service.

Dry Cleaning Service.

Limousine Service.

Internet Service Provided in Business Center.

24-Hour Business Center.

Secretarial Service.

Copy/Printing Service.

Fax.

Cellular Telephone Rental.

Gymnasium.

Travel Services.

Parking Available.

Self Parking Facilities.

For doing this internship report, I worked with Hotel 71 for three months long in front office department and housekeeping in Grand Prince Hotel. There from I gathered knowledge as well as effective information. That all are counted as primary information. The secondary source of information is interview with the respective department’s manager.

Housekeeping Department of

Hotel71

Hotel 71 has a complete setup for the housekeeping department. The housekeeping staffs are working as a team member. They are well informed about their job. The supervisors are conducting the room attendants time to time. All supervisors are well trained, so that they are too much aware about their assigned job.

The supervisors are always giving advice to their subordinates, so that they can improve their service performance to the hotel and hotel guests’. The supervisors not only conducting their subordinate but also they are doing all the housekeeping official duty as well as making inventories, keep contact with other departments such as Front Office, Engineering & Maintenance, Sales & Marketing etc.

Basically room attendants are doing all the primary cleaning job of a hotel guest rooms. Every morning respective supervisor assigns the daily duty to the all room attendants.

Normally one person is assign for two floors of the hotel. But some time one-person assigned for three floors. After assigning the floor, the respective room attendant set is housekeeping cart/caddy for his duty. Then he goes to his assigned floor. The duty of a room attendant is not same in all shift. They have to do different job in the different shift. The morning shift duty is not similar to the evening shift duty.

House Keeping Amenities & Chemical’s used by

Hotel 71

ACI Aerosol.

Air Freshener

Tissue Box (Hotel 71).

Tissue Box (Fay).

Tissue Roll (Fay).

Writing Pad.

Laundry List.

Mini bar List.

Note Pad (Small).

Nail Cutter.

Comb.

Envelop.

Glue Stick.

Prayer Mat.

Extension Cord.

Multi plugs.

Hair Dryer.

Torch Light.

Dust Bin.

Cub Web.

Masking Tap.

Scotch Tap.

Pen (Hotel 71).

Slipper.

Chalk(For Ant & Cockroach).

Savlon Liquid Soap.

Herpic (Toilet Cleaner).

Vanish (Toilet Cleaner).

Trix (Dishing Liquid).

Trixol Pink (Hard toilet cleaner chemical).

Pine Fresh (Disinfectant Cleaner)

Green Pad.

Naphthalene.

Astonish Cream.

Vim.

Mr. Brasso (Glass Cleaner).

Thinner.

Squeezer.

Cotton Mop.

Complete Wet Mop.

Savlon / Dettol.

Duster.

Toilet Brush.

Popular Metal Polish.

Soda.

Softener.

Hydro.

Serf Excel.

Bleach.

Wheel Powder.

Carpet Shampoo (Original Look).

Action 150 S.

Spotlight (High Performance Floor Finish).

Marble Cleaning Wax.

Shaving Cream.

Shaving Razors.

Tooth Paste.

Soap (Small).

Body Lotion.

Shampoo.

Cotton Buds.

Sewing Kit.

Shoe Polish (Shiner).

Shower Cap.

Tooth Brush Cover.

Match Box.

Brushier.

D.N.D. Card.

Shower Curtain.

Needle.

Iron.

Iron Board.

Stainless Steel (Polish & Cleaner).

Buffing Pad.

Findings & Recommendations in Housekeeping Department:

Every thing has the positive side as well as the negative side. Like that I found some negative sign in the housekeeping department. These are as follow:

In the housekeeping department there is no houseman to clean the toilets. All toilets are clean by the room attendants. So that the personal hygiene of a room attendant cannot be maintain. That’s why the housekeeping staffs are getting sick.

The guest toilets washed with the guest’s used linen. There is no specific duster to clean the toilet. So that it effect to the guest hygiene.

When a room attendant cleans a toilet he never use hand gloves.

At least a hotel should have three per linen set up. But the Hotel 71 doesn’t have. So that room attendants always facing problem to make guests room.

The Housekeeping department maintains the mini bar of a guest room. When it needs to refill then the room attendant goes to the Housekeeping office to collect mini bar items which is time consuming matter.

Recommendations on Findings:

To maintain staffs’ personal hygiene as well as guests’ hygiene it is necessary to appoint houseman.

To ensure safety of a staff it is must to ware hand gloves while cleaning a toilet.

Find out the reason why the staffs are getting sick.

Ensure cleanliness of staffs before taking foods.

Provide proper duster to clean toilet as well as rooms.

Order new linen.

Room Attendants should get the mini bar item for refill only. It may time consume.

Restaurants Service by Hotel 71

Service means “the art of handling / service food & drinks to the customer”. Hotel 71 basically provides four types of service. They are: Plate Service, Silver Service, and Buffet Service & Banquet Service.

Plate Service: Pre-plated from the kitchen to be placed in front of the guest by the waiter from the right hand side, clockwise.

Silver Service: Empty plates to be placed first from the right – hand – side of the guest, clockwise. Then the food is served from a dish on to the guests’ plate by the waiter using serving utensils (usually service spoon & fork) from the left – hand – side, anti clockwise.

Buffet Service: The food is displayed on the buffet table in various serving dishes along with the plates, cups & saucers, silverware & napkin and guests help themselves (if no seating arrangement i.e. standing buffet). In seating buffet, silverware, napkin and other table accompaniments are usually laid on guest’s tables.

Banquet Service: Banquet may be described as the service of food and beverage at a specific time & place, for a pre-arranged number of people to an agreed menu and price. Usually served in a room specially designed for the functions.

Basic Rules of Service

Following rules & standards are to be followed and maintained during the service ensuring guest comfort:

Food is served from the right side of the guest (Pre-plated)

Beverages are served from the right of the guest.

Empty plates are to be placed from the right.

Clearing is to be done also from the right.

When clearing appetizer, soup, main course or dessert clear as well the unused cutleries.

Large plates are to be cleared first followed by small plates so it may stack for easier handling and control.

Hot food should be served on a hot plate and cold food should be on a cold plate.

Beverages are to be placed on the right hand side – just above the table knife.

Ladies should be serving first.

Children’s’ are priority to be served first before ladies.

Elderly persons are served before younger ladies.

Guest must be served first before younger persons.

Coffee should go with cream / coffee mate while tea with milk.

Wine should be tested by the host.

When host approves wine, serve guests, ladies first in clockwise direction.

White wine, rose wine, sparkling wine and champagne should be served chilled.

Red wine is served at room temperature.

Beer should be served in chilled condition without ice – cubes. The beer glass should be chilled.

BANGLA,INDIAN,CHINESE

THAI & SZU - CHUAN FLAVOUR

Bangla Chinese Thai

Salad

Green Salad 70/=
Mix Salad 100/=
Hotel 71 Special Salad 350/=
SZU-Chuan Mix Salad 320/=
Chicken Salad 280/=
SZU-Chuan Chaperon and Mushroom Salad 320/=
Chicken Cashion Net Salad 300/=
SZU-Chuan Prawn Salad 280/=
Thai Vegetable Salad 200/=
Thai Cushioned Salad 330/=
Thai Chicken Salad 280/=
Thai Prawn Salad 280/=
Lone Guy Salad (71 Special) 340/=
Oriental Salad 180/=
Chef Salad 380/=

16. Thai Mix Salad 340/=

Thai, Chinese & SZU-Chuan Flavor Soup

71 Special Cocktail Soup 350/=
Chicken Corn Soup 280/=
Thai Soup (Thick) 300/=
Thai Soup (Clear) 280/=
Thai Hot Pot Soup 350/=
Tom Yom Goon Soup 320/=
Chicken Vegetable Soup 250/=
Thai Vegetable Soup 320/=
71 Mushroom Soup 320/=
SZU Crispy Rice Soup 300/=
Chicken Onion Soup 280/=
Special Corn Soup 320/=
King Prawn Soup 400/=
Chicken Stem Soup 280/=
Sea Food Soup 450/=
Hot & Sour Soup 280/=
Nodules Soup 270/=
Tomato Soup 280/=
Chicken Cream Soup (Normal) 350/=

Starter & Appetiser

(Thai, Chinese & SZU-Chuan)

71 Special Wins 350/=
Fried Chicken Ball 280/=
Wonton Fried (9 pcs) 250/=
Prawn On toast 290/=
Fried Prawn Ball 280/=
Fish Finger 250/=
Sp. Fried prawn 280/=
Fish Chips 180/=
Spring Roll 200/=
Pro Pap Air 220/=
Chicken Lollipop 260/=
French Fry 180/=
71 Special Thai Fried Chicken 400/=
Fried Chicken 300/=
SZU Fried Chicken 320/=
English Fried Chicken 320/=
Banjaran Chicken 360/=
Pomfread Fried 350/=
Bannock Style Fried Chicken 350/=
Chicken Steak 400/=
Beef Steak 450/=
Chicken Suchlike (3 Stack) 400/=
Tomato Tart
Pan Fry Shalimar

Rice

(Chinese, Thai & SZU-Chuan Flavor)

71 Special F. Rice 360/=
Mix Fried Rice 340/=
Thai Fried Rice 350/=
SZU-Chuan Fried Rice 320/=
Chicken Fried Rice 280/=
Beef Fried Rice 300/=
Prawn Fried Rice 300/=
Vegetable Fried Rice 220/=
Thai & Vegetable Fried Rice 250/=
Egg Fried Rice 220/=
American Fried Rice 280/=
Machala Fried Rice 250/=
Lampson Fried Rice 340/=

Stem Rice 200/=
Saffron Rice

Chowmein/Chopsuey

71 Special Chowmein 369/=
Chicken & Prawn Chowmein 320/=
SZU Chowmein 300/=
Chicken ---------------- Chowmein 280/=
----------- Prawn Chowmein 290/=
Vegetable ----------- Chowmein 220/=
Egg ----------------- Chowmein 210/=
Thai Special Nodules 350/=
Thai Chicken Nodules 300/=
American Chopsy 320/=
Chinese Chopsy 300/=

Vegetable

71 Special Vegetable 320/=
Chicken Vegetable 220/=
Prawn Vegetable 220/=
Seasonal Vegetable 180/=
Sweets & Sows Vegetable 200/=
Fish Vegetable 220/=
Beef Vegetable 240/=
Thai Vegetable (Chicken & Shrimp) 300/=
Thai Mix Vegetable Mushroom 250/=
SZU-Chuan Vegetable 220/=

Curry

(Thai, Chinese, SZU-Chuan Flavor)

71 Special Machala Curry (Chicken) 400/=
Chicken Chili 350/=
Chicken Chili Onion 350/=
Canton Chicken 380/=
Sweets & Sours Chicken 300/=
Sweets & Sours Chicken Ball 320/=
Chicken With Garlic souse 300/=
Chicken With Cashion net 350/=
Thai Chicken Chili With Capsicum 360/=

Chicken in Foil Papers 450/=
Thai Chicken Read Curry 350/=
Chicken Chili Dry 350/=
SZU Chicken With Capsicum 350/=
Special Machala Prawn 350/=
Hot Souse Prawn 380/=
Prawn With Garlic Souse 320/=
Prawn Bisque 360/=
Beef With Ouster Souse 340/=
Beef Chili Onion With Capsicum 340/=
Thai Beef With Capsicum 340/=
Beef Chili Fry 360/=
Chicken Sizzling 360/=
Prawn Sizzling 360/=
Beef Sizzling 380/=
Fried Pimpled With Chili Past 400/=
Fried Dish Mini With Chili Pest 550/=
Thai Stem Reshapes 550/=
Fried Prom Fred 350/=
Stefan Prom Fred 400/=
Fish Chili Onion 320/=
Fish Chili Dry 350/=
Sweets & Sour Fish 310/=
Prom Fred Machala 360/=

Rice

Plain Rice 70/=
Plain Palau 150/=
Chicken Brainy 250/=
Mutton Brainy 280/=

Vegetable

Mix Vegetable 60/=
Thai Dall 60/=

Chicken/Mutton/Beef

Chicken Buna 100/=
Chicken Carry 200/=
Chicken Do Pyaza 250/=

Beef Buna 250/=
Beef Do Pyaza 300/=
Beef Kalia 250/=
Mutton Buna 200/=
Mutton Carry 200/=
Mutton Do Pyaza 250/=

Fish

71 Special Fish Machala (Koral Fish) 400/=
Rup Chanda Buna 350/=
Rup Chanda Do Pyaza 380/=
Rup Chanda Fried 350/=
Prawn Curry 300/=
Prawn Do Pyaza 350/=
Hilsha Fried 250/=
Hilsha Carry 250/=
Sorisa Hilsha 250/=
Rohit Carry 230/=
Rohit Doyaza 230/=
Rohit Fry 230/=
Pabda Buna 350/=
Pabda Carry 350/=
Koi Buna 250/=
Koi Carry 250/=
Boyal Buna 280/=
Boyal Carry 280/=
Clitol Fish Machala 320/=
Clitol Fish Coupta (Buna or Fried) 380/=
Ire Fish Curry
Ire Fish Buna

Indian

Pakura

Chicken Pakura 280/=
Prawn Pakura 300/=
Vegetable Pakura 260/=
Machala Papadum 250/=
Plain Papadum 200/=

Salad

Seasonal Mix Salad 220/=
Plain Rita 100/=
Mix Rita 120/=
Onion Rita 100/=

Soup

Muluk Dayni Soup (Per Cup) 120/=
Vegetable Soup (Per Cup) 100/=

Bar-B-Q & Tanduri

Tandari Chicken (2.00PM) 350/=
Chicken Tikka Kabab 280/=
Chicken Rosmi Kabab 280/=
Chicken Kamli Kabab 300/=
Chicken Slik Kabab 300/=
Pomfred Tanduni 400/=
Prawn Tanduri 400/=

Nun

71 Special Nun 80/=
Garlic Nun 70/=
Butter Nun 70/=
Plain Nun 50/=
Cable Nun 60/=
Cusmeri Nun 80/=

Vegetable

Vegetable Do Payaza 250/=
Vegetable Buna 220/=
Vegetable Kopta 300/=
Paluk Poms 180/=
Pomis Machala 300/=
Boss Markham 280/=
Dall Butter Fry 250/=
Dall Mukhani 280/=

Chicken

Chicken bhorta 300/=
Chicken Do payaza 320/=
Chicken Butter Machala 320/=
Chicken 65 360/=
Chicken Moglay 320/=

Mutton

Mutton Venn 320/=
Mutton Cary 310/=
Mutton Do payaza 320/=
Mutton Rokon Zose 320/=
Mutton Brain Machala 300/=
Mutton Moglay 300/=

Fish

Fish Machala 350/=
Fish Carry 300/=
Fish Buna 300/=
Prawn Buna 320/=
Prawn Machala 350/=
Prawn Do payaza 320/=

Beverage Item

Soft Drinks

7 Up 40/=
Pepsi 40/=
Coca-Cola Can. 60/=
Mineral Water (Small) 20/=
Mineral Water (Large) 40/=

Fresh Juice

Orange Juice 110/=
Apple Juice 100/=
Pineapple Juice 90/=
Papaya Juice 100=
Mango Juice 120/=
Naspati Juice 120/=
Water Melon Juice 80/=
Strawberry Juice 250/=
Grapes Juice 150/=
Fresh Fruited Salad 100/=
Fresh Fruited Cocktail 150/=
Verso Lapp Soda 120/=

Milk Shake

Vanilla Milk Shake 120/=
Strawberry Milk Shake 120/=
Chocolate Milk Shake 120/=
Banana Milk Shake 100/=
Lassie (Sweet) 100/=

Ice Cream

Vanilla 70/=
Chocolate 70/=
Strawberry 70/=
Cocktail Ice Cream 80/=

Tea/Coffee

Tea/Machala Tea/Lemon Tea/Green Tea 40/=
Coffee 60/=
Cold Coffee 100/=
Hot Coffee 80/=
Black Coffee 60/=

Continental

Greek Salad 120/=
Russian Salad 110/=
Vega Rusted Salad 160/=

Soup

Pea Soup 210/=
Cream Of Mushroom Salad 140/=
Roosted Tomato Soup 160/=
Vegetable Soup 200/=

Appetizer

Tomato Tart (Served With Roosted Tomato) 130/=
Sea Food Tempura Served With Garlic Same 190/=

Chicken

Chicken Fungi With Seasonal Vegetable 450/=
Grilled Chicken With Sauté Vegetable 380/=
Chicken With Paper Sauce 320/=

Coffee Shop Menu

Chicken Roll (Per Pics) 40/=
Chicken Patties (Per Pics) 40/=
Chicken Ban (Per Pics) 30/=
Pizza (Per Pics) 120/=
Club Sandwich (Per Pics) 60/=
Chicken Sandwich (Per Pics) 30/=
Pastry (Per Pics) 40/=
Donut (Per Pics) 40/=
Chicken Burger (Per Pics) 80/=

10. Plain Cake (Full) 160/=

11. Fruit Cake (Full) 180/=

12. Coffee (Per Cup) 30/=

Banquet Hall & Mini Conference Room:

BANQUET HALL (AMROKANON)

Conference – Meeting & Banquet Facilities at

Hotel 71

“AMROKANON” Banquet Hall Wood Curving Work On the Movement from 1952 to 1971(banana to Equator). These All Are Colors Lal-Subjoin Is the Symbol Of Our National Flag. Banquet Hall “AMROKANON” Touch Of The Inner And Actual Feelings Of 1971.Total Capacity 250 Persons With Modern Sound System, PA system,Parmanent Stage, Green Room, Buffet Corner, Separate Kitchen With Modern Facilities, which is

perfect for any sorts of function like social, official gathering, etc. Space charges 400 per slot(lunch/dinner).

Hotel 71 has the city's best & convenient selection of conference, meetings, exhibition, and banquet facilities. These facilities range from their one large venues. Hotel 71 can

accommodate everything from small meetings to large international seminars, private dinners, or large weddings. Hotel 71 also offers a range of theme concepts that can transform the meeting into a truly unforgettable event.

Hotel 71 has their professional event planner; they are ready to help out the organizer to plane their event. They have also the highly professional culinary team. The culinary team is ready to help out with their various menu suggestions.

Mini conference Room

Accommodation with16 persons. an idle place for family gathering or official meetings. space charge U$$50 per slot lunch/Dinner.

Safety, Security & Maintenance Department

Of Hotel 71

Hotel 71 has strong safety & security interface. Hotel 71 has its own security staffs to ensure in - house security of the hotel. As well as hired security guards are ensure hotel’s out side security. The guards are very much aware of their duty. They know their job well. They are trained to face any kind of unexpected situations.

The fire extinguishing system of Hotel 71 is very much strong. It has water hose pipe line in each & every floor to fight with fire. Not only that the hotel has 40 (Forty) fire extinguisher bottles. Hotel 71 has 03 (three) types of fire extinguishing bottle. One is “Dry Powder”, second is “Foam” and third is “Carbon dye Oxide”. To protect from the fire the hotel has total “Fire Detection System”. It contains the total system as well as water sprinkler. In every corner of hotel covered by the fire detection system.

Hotel 71 has 02 (two) chiller in the top of the hotel. Each chiller powered by 175 ton that equal to 350 ton capacity of two.

The Hotel has BBT latest technology & two stand by Synchronized generators. If the power break down then it take start automatically within few seconds.

To ensure hot water, the hotel has 04 (four) Geyser of each 1000 (one thousand) gallons that is 4000 (four thousand) gallons of total.

The hotel has 02 (two) elevator only for guest use. There is another 01 (one) elevator that is for staffs’ use only.

Centrally Air conditioned.

Auto Pressurized System and water Purified with RO (Reverse Osmosis) Systems from USA.

CCTV,Archway & hand held metal detector, car searching mirror, Sensor door & well Trained Security Guards.

Beauty Parlor(Saj-Goj)

Equipped With Sophisticated Equipments & Capable To Provide All Sorts Of Beauty Care For The Ladies Only. In 71 Beauticians are well trained. They Are Knows How to Provide Better Service.

Barber Shop (Style Point)

Facilities with Mordern Cutting and Men’s Beauty Care with Modern Equipments. In 71 Barber Are well trained. They Are Knows How to Provide Better Service.

Business Center

This comprehensive business center offers you secretarial support. In hotel 71 business center are PPC machine, fax, e-mail, internet, word processing, photocopying, and spiral binding.

Laundry Service

Laundry And Cleaning Systems Receiving Time-7.00 am to 10.00 am & The Delivery Time-Up To 8.00 Pm.

Coffee Shop

A well decorated coffee shop modern pantry and well equipped bakery house will provide you all sorts of first foods and pastry items.

Health Center

At the top floor the gymnasium contents with modern equipments for the health conscious guests.

Complimentary Service

Breakfast, local phone and fax (first 5 minutes), daily newspaper, health club, swimming pool, internet browsing(on room), safety locker in reception.

Front

Office

Division

HOTEL 71

Front office of the Hotel 71

Traditional front office functions include reservations, registration, room and rate assignment, guest service, room status, maintenance and settlement of guest accounts, and comprehensive data base of guest information, coordinates guest services, and ensures guest satisfaction. These functions are accomplished by personnel in diverse areas of the front office department.

The Front Office Operations of the Hotel 71 is very much well established. The front office has every single thing that an international hotel has. Hotel 71 front office is designed with very skilled & professional staffs. All the staff is very much dedicated with his/her job.

Guest Check in Procedure in the

Hotel 71

Front office ‘s one of the most important jobs is to check – in the guest. It is very much important job for a front office agent. The check in procedure of Hotel 71 is as follow.

Well coming guest by saying “Well come to Hotel 71”.

Put registration card in front of the guest.

By this time ask the guest “do you have any reservation, sir”. As per his reply check reservation and check in him.

Carefully fill up the registration card’s information. By this time give attention to the guest by asking him about his journey, health, about his visit etc. But one thing must be Kept in mind that guest must not feel disturb.

After fill up registration card must ask the guest with politeness that “how do you like to settle your bills, sir? Is it in credit card or cash”. If guest wish to pay by cash, then it’s all right or if the mode of payment is in credit card then asks guest with politeness that “if you don’t mind may I have a print of your card”.

If guest is walk in guest, then it is mandatory to keep advance of room charge whether it is in cash or credit card.

After doing everything the guest must assign his room key. By assigning room key guest must be informed about hotel facilities and also about the restaurants.

At last greet the guest “have a nice stay with us”.

Guest Registration Card In Hotel 71:

Guest Check Out Procedure in the

Hotel 71

The Guest check out procedure of Hotel 71 is as follow:

When Guest check out from the hotel, guest come to the front desk counter.

Guest wish to check out, then the front desk agent wants to know his / her room number.

After confirm guest’s room number the front desk agent call to the housekeeping to confirm about guest’s mini bar.

At this mean time the front desk agent get information about guest’s account from the computer system (Property Management System PMS).

If guest has any mini bar then just add the amount with the principal amount.

After getting guest’s account information the front desk agent took a hard copy for guest. So that the guest can evaluate his/her account.

After getting clearance from the guest the front desk agent wants to know that how the guest going to settle his/her bill. “How do you like to settle the account? By credit card or cash?

If guest wants to pay by credit card then get the card from guest and sweep the card in the card terminal & settle the account according to guest’s uses.

If the guest wants to pay by cash then ask the guest “Is it in dollar or Taka?”

If it is in Taka then let the guest know the conversion rate and take money according to the conversion rate. (1 dollar = 70 taka).

After settle everything wishes the guest and make conversation.

Group Reservation Policy of

Hotel 71

This Policy has been collected from the Reservations

Department of Hotel 71 by the permission of reservations authority.

Every hotel has their policy of any types of reservations. Like that Hotel 71 has their policy on reservations. As Hotel 71 categorized as business hotel so that they have large number of corporate clients. To fulfill clients’ requirements Hotel 71 maintain a policy on group reservations. The policy as per below:

Reservation should come in written form.

Reservations requirements should be specific with full rooming list i.e. number of rooms, arrival & departure details, flight details, guest names & billing instructions. If all details not available with the first request, party to requested to provide all details at least 7 days before arrival.

Minimum 10 rooms required to qualify for a group rate. If the number of occupied rooms less than 10, then highest corporate discount will be applied instead of offered group rate.

Reservation confirmation should be done on block booking concept i.e. if the number of occupied rooms less than requested rooms, hotel reserves the right to charge for the unoccupied rooms.

After confirmation of reservations from Hotel 71 side, minimum 15 days notice required for cancellation of group reservations without any charge.

Minimum 72 hours notice required for partial cancellation of reservations without charge.

No partial cancellation or reduction of rooms will be acceptable within 48 hours of first arrival of the group. And the party will be charged for the unoccupied rooms for the first night.

To ask for one night deposit in advance while confirming the reservations. Alternately payment should be guaranteed.

To follow Hotel 71 group rate policy while quoting the rate.

Deviation can be made with the approval of GM considering period of stay, number of rooms and status of the group.

Reservation Procedures of

Hotel 71

Every Hotel maintains a procedure about their reservations. Like that Hotel 71 has also a reservation procedure. Hotel 71 offers its business client 30% to 40% discount. But in different cases Hotel 71 offers 50% discount. The reservations procedures are as follow:

Taking reservation over telephone.

First pick the phone & greet to the caller as “Good Morning, Hotel 71 Reservation, how may I help you?”

Then take reservations as per caller instructions. Like, taking guests details, guest’s arrival & departure date, flight details, room type etc. But the most important thing is that ask the caller about payment. If guest payment then no problem. But if it is the company payment then its must ask the caller for a confirmation of mode of payment in their company letterhead pad.

Till receiving confirmation from the company, the room reservation confirmation must be stopped. But, if the company is very renowned & regular than its all right.

Taking reservation by fax & e-mail.

All procedure is same as above. But the confirmation should send by sender’s instruction. If its not there any instruction then it could be make a call to the sender and take instructions according to his request.

After taking reservations, the reservation file place in to a folder that is marked by the arrival date. So that the reservation officer can identify the reservation of the following date.

Reservation From Of Hotel 71:

Organizational Chart of Hotel 71:

Job Description of Front Office Manager:

Position Title : Front Office Manager

Reports to : General Manager

Position summary : Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas.

Duties and Responsibilities:

1. Participates in the selection of front office personnel.

2. Trains, cross-trains and retrains all front office personnel.

3. Schedules the front office staff.

4. Supervises workloads during shifts.

5. Maintains working relationships and communicates with all departments.

6. Maintains master key control.

7. Resolves guest problems quickly, efficiently, and courteously.

8. Enforces all cash-handling, check-cashing, and policies.

9. Upholds the hotel’s commitment to hospitality.

Prerequisites:

Ø Education: minimum of two-year college degree.

Ø Experience: minimum of one year of hotel front-desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.

Job Description of Front Office Assistants / Agents:

Job Position/title : Front Office Assistants/ Agents

Category : Non – Supervisory.

Reports to : Front Office Manager & Supervisors.

Job Summary : Reserve, Register & Assign rooms to guests and be a source of information during their stay in the hotel.

Directly controls : Room Racks, Arrival –Departure Register, Reservation racks, Guest room Keys, Guest Mail handling, Guest account settlement.

Assigned Area of Activity : Front Office.

Hours of Operations : 8 Hours or as per hotel’s policy.

Authority : Refuse reservations, Give discount as per policy, assign

Rooms & deal with guests as found fit can refuse guest information to others.

Work Performed:

Promptly & courteously register guests & assign rooms

Update room rack continuously.

Calculate room availability position & advice reservation department.

Complete pre – registration formalities for VIP’S, Invalids, Old People, Groups and Airline crews.

Execute Govt. formalities regarding foreigners.

Co-ordinate closely with Housekeeping for clearance of rooms to sell.

Prepare room – reports & occupancy statistics.

Front Office Equipment of Hotel 71

Front Office Room Status

Front Office log book

Reservation Book

Advanced Reservation book

Registration book

Guest History Record book

Daily Guest Report

Guest Status Report

Safe deposit box card

Refund adjustment Voucher

Room charge slip

Miscellaneous Charge

Pen

Computer

Photocopy Machine

Cash Register

Card punching machine

Mobile

Telephone

Printer

Internet Protocol

Fax Machine

and others.

Room Tariff Of

Hotel 71

All tariffs are in us$

*Room Categories*	*Rack Rates*	*Discounted Rate*
*Suit(Swadesh)*	*US $ 120++*	*US $ 72++*
*Suit(Mukti)*	*US $ 100++*	*US $ 60++*
*Suit(Bijoy)*	*US $ 90++*	*US $ 54++*
*Super Deluxe(Shapla)*	*US $ 70++*	*US $ 42++*
*Deluxe Twin(Lal-Sabuz)*	*US $ 65++*	*US $ 39++*
*Premier Single(Ektara)*	*US $ 40++*	*US $ 24++*

All Tariffs Are Subject to 15% Vat And 5% Service Charge.

Room Overview:

Suit (Swadesh) 04

Suit (Mukti) 04

Suit (Bijoy) 06

Super Deluxe (Shapla) 07

Deluxe Twin (Lal-Sabuz) 21

Premier Single (Ektara) 14

Total Room 56

Soft Reception:

In Hotel 71,1^st floor is the soft reception. when the guest come to the hotel and they get all the information about our hotel 71 in soft reception. Where the main reception and other hotel related information.

Lobby of Hotel 71

Front Office Department

The front office is nicely decorated with fresh flower & plants, gorgeous furniture & fixtures; every thing is clean enough to make a better impression. The front office staffs & bell persons are well dressed. But I think management should follow up these problems to provide better service.

In the front office there in no provision for guest history card.

Guest must be addressed by his or her name which is not followed by the front office staffs.

Front Office staffs have lacking of communication knowledge.

Front office staffs are not put the guest comment card on guest’s departure.

Front office staffs must know the current news, local establishments, and road directions as well local restaurants addresses.

In the world of internet there is no online reservation system at Hotel 71.

Recommendations on Findings:

Guest history card is a very important matter to keep records of guest’s nature.

To feel guest that he or she is the valuable guest entire the property, so its very important to address the guest by name.

Front Office is the mirror of a hotel. So to keep the name value its really important to increase the language skill of the front office staffs.

To increase guest facility and solve the guest problems it’s very much important to know from the guest. So, guest comment card is very much important to solve all these.

Some times guests ask for the local news, to know about local establishments or road directions from the front office staffs. So, its very important to know about all the things.

About Guest

“Guest are the god, and guest are always right”- this is a slogan of hospitality industry.

To ensure guest satisfaction is the most important think of a hotel.

A guest come to hotel for many purposes like lodgings, food, entertain, travel etc. so after coming or visited the hotel if guest are not satisfied then he or she will never come again.

That’s why it is very important to fulfill the guest expectation. But, the guests have some problems and needs:

GUEST PROBLEM AND NEEDS

When the Guest coming on hotel/O Staff don’t greet the Guest.

The front office stuff’s more careful about guest.

Insect’s problem.

Hotel’s environment is much noisy.

Need to be more neat and clean.

They want all the staffs and management People should be more grooms and polished.

Foreign guest are disturbed by local guests.

Need more entraining facilities for the guest.

They are looking for More update furniture.

The food service person’s should be more groomed and well mannered.

Should open a bar.

Summary

To efficiently run their hotels, hotel managers organize them into various functional areas and then delegate responsibility and authority.

The functional areas and divided into Revenue and Cost (or Support) centers. Divisions such as Rooms and Food and Beverage are revenue centers; others like Engineering and Accounting are cost centers. In most hotels, the Rooms Division is the largest and generates the most revenue and profit. It generally consists of four-departments: Front office, Reservations, Housekeeping and Uniformed service (Bell Staff & Concierge Service).

Front office duties include checking guests in and out, posting charges to their accounts and collecting payments.

A hotels reservations department should be staffed by skilled telemarketing personnel who are able to accept reservations over the phone answer questions about the hotel and its facilities and quote guestroom rates and available dates.

The housekeeping department is responsible for cleaning guestrooms and public areas. Often it has the most employees. Besides cleaning the housekeeping department also takes care of laundry and valet services.

Uniformed service employees deal with guest luggage and transportation, and provide concierge services.

The food and beverage division is of paramount importance to a hotel’s profitability and reputation. There may be many different types of food and beverage outlets in a hotel.

The Engineering Division takes care of the hotels physical plant and utility systems. This Division is headed by a Chief Engineer, assisted by his or her own staff and outside contractors. Preventive maintenance duties and repairs are performed.

The Accounting Division is charged with the hotel’s financial management. Accounting is headed by a Financial Controller who oversees the General Cashier, the Night Auditor, the Income Auditor and the Food and Beverage Controller.

The Human Resources Division is responsible for recruiting, hiring, orienting, training, evaluating, motivating, rewarding, disciplining, developing, promoting and communicating with hotel employees.

Security of hotel employees and guests is of overriding importance. Hotel security programs are preventive and should be under the direction of a person with law enforcement experience. He should do whatever necessary to prevent all sorts of crime from happening.

Hotel managers have two major kinds of controls: financial controls and quality controls. Important financial controls are the hotel’s financial statements.

Quality controls are essential in order to ensure that standards established by management are adhered to.

Hotel managers must establish standards appropriate for their type of hotel, create procedures, and select employees carefully if quality guest service is to be achieved.

Conclusion

At the conclusion I would like to tell you that if HOTEL 71 wants to run their business successfully, they need hotel professional and skilled employees. Cause the major problem of the hotel is the Man Power.

The managers are experienced but there not well enough for running the hotel successfully. They have no ability or knowledge of management. They do not motivate the employees and staff.

Also hotel have trained the employees and staff. Cause they are not hotel professionals.

Have needed change the hotel environment.

The hotel have well enough property but they can’t run the hotel successfully because of they have no hotel professional manpower.

After all I would like to give an example that is, just think that the hotel is just like our country (Bangladesh). Each and every one was corrupted and has no sincerity of their job. That’s problem only raised for a leader or the manager.

So they need a good leader or good and professional manager, who can lead them properly.

So, they need a change. Cause, in future if any other 3 star hotel rose in Polton (Bijoynagar) area, your hotel business will be going down.

So, where ever is the problem, there in the solution?

At the last I have told about the summary of hotel which they can follow to develop their business.

Bibliography

1. Brow shier of Hotel 71.

2. Respectable sir of The People’s University

3. Web: www.hotel71bd.com

4. E-Mail: info@hotel71bd.com

5. University library.

6. Senior students of the THM department

7. Management Of Hotel 71.

Assignment Presentation

April 18, 2016

Dissertation Report on Hotel 71

Location of Hotel 71

Safety, Security & Maintenance Department

Of Hotel 71

Deluxe Twin (Lal-Sabuz) 21

Premier Single (Ektara) 14

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