April 18, 2016

Dissertation Report on Hotel 71

 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.
 MENU


BANGLA,INDIAN,CHINESE
THAI & SZU - CHUAN FLAVOUR
                                   
                                  

Bangla Chinese Thai
Salad

  1. Green Salad                                                                            70/=
  2. Mix Salad                                                                               100/=
  3. Hotel 71 Special Salad                                                           350/=
  4. SZU-Chuan Mix Salad                                                           320/=
  5. Chicken Salad                                                                         280/=
  6. SZU-Chuan Chaperon and Mushroom Salad                         320/=
  7. Chicken Cashion Net Salad                                                    300/=
  8. SZU-Chuan  Prawn Salad                                                       280/=  
  9. Thai Vegetable Salad                                                              200/=
  10. Thai Cushioned Salad                                                             330/=
  11. Thai Chicken Salad                                                                280/=
  12. Thai Prawn Salad                                                                    280/=
  13. Lone Guy Salad (71 Special)                                                  340/=
  14. Oriental Salad                                                                         180/=
  15. Chef Salad                                                                              380/=
      16. Thai Mix Salad                                                                       340/=
Thai, Chinese & SZU-Chuan  Flavor Soup

  1. 71 Special Cocktail Soup                                                       350/=
  2. Chicken Corn Soup                                                                 280/=
  3. Thai Soup (Thick)                                                                   300/=
  4. Thai Soup (Clear)                                                                    280/=
  5. Thai Hot Pot Soup                                                                  350/=
  6. Tom Yom Goon Soup                                                            320/=
  7. Chicken Vegetable Soup                                                        250/=
  8. Thai Vegetable Soup                                                              320/=
  9. 71 Mushroom Soup                                                                320/=
  10.  SZU Crispy Rice Soup                                                          300/=
  11.  Chicken Onion Soup                                                              280/=
  12. Special Corn Soup                                                                  320/=
  13.  King Prawn Soup                                                                   400/=
  14.  Chicken Stem Soup                                                               280/=
  15.  Sea Food Soup                                                                       450/=
  16.  Hot & Sour Soup                                                                   280/=
  17.  Nodules Soup                                                                         270/=
  18.  Tomato Soup                                                                         280/=
  19.  Chicken Cream Soup (Normal)                                             350/=


Starter & Appetiser
(Thai, Chinese & SZU-Chuan)

  1. 71 Special Wins                                                                      350/=
  2. Fried Chicken Ball                                                                  280/=
  3. Wonton Fried (9 pcs)                                                              250/=
  4. Prawn On toast                                                                       290/=
  5. Fried Prawn Ball                                                                     280/=
  6. Fish Finger                                                                              250/=
  7. Sp. Fried prawn                                                                      280/=
  8. Fish Chips                                                                               180/=
  9. Spring Roll                                                                              200/=
  10.  Pro Pap Air                                                                            220/=
  11.  Chicken Lollipop                                                                   260/=
  12.  French Fry                                                                             180/=
  13.  71 Special Thai Fried Chicken                                              400/=
  14.  Fried Chicken                                                                        300/=
  15.  SZU Fried Chicken                                                                320/=
  16.  English Fried Chicken                                                           320/=
  17.  Banjaran Chicken                                                                  360/=
  18.  Pomfread Fried                                                                      350/=
  19.  Bannock Style Fried Chicken                                                350/=
  20.  Chicken Steak                                                                        400/=
  21.  Beef Steak                                                                              450/=
  22.  Chicken Suchlike (3 Stack)                                                   400/=
  23.  Tomato Tart
  24.  Pan Fry Shalimar
Rice
(Chinese, Thai & SZU-Chuan Flavor)

  1. 71 Special F. Rice                                                                   360/=
  2. Mix Fried Rice                                                                        340/=
  3. Thai Fried Rice                                                                       350/=
  4. SZU-Chuan Fried Rice                                                           320/=
  5. Chicken Fried Rice                                                                 280/=
  6. Beef Fried Rice                                                                       300/=
  7. Prawn Fried Rice                                                                    300/=
  8. Vegetable Fried Rice                                                              220/=
  9. Thai & Vegetable Fried Rice                                                  250/=
  10.  Egg Fried Rice                                                                       220/=
  11.  American Fried Rice                                                              280/=
  12.  Machala Fried Rice                                                                250/=
  13.  Lampson Fried Rice                                                               340/=


  1.  Stem Rice                                                                               200/=
  2.  Saffron Rice                                                                          

Chowmein/Chopsuey

  1. 71 Special Chowmein                                                             369/=
  2. Chicken & Prawn Chowmein                                                 320/=
  3. SZU Chowmein                                                                      300/=
  4. Chicken ---------------- Chowmein                                          280/=
  5. ----------- Prawn Chowmein                                                    290/=
  6. Vegetable ----------- Chowmein                                              220/=
  7. Egg ----------------- Chowmein                                                210/=
  8. Thai Special Nodules                                                             350/=
  9. Thai Chicken Nodules                                                            300/=
  10.  American Chopsy                                                                  320/=
  11.  Chinese Chopsy                                                                     300/=

Vegetable

  1. 71 Special Vegetable                                                              320/=
  2. Chicken Vegetable                                                                  220/=
  3. Prawn Vegetable                                                                     220/=
  4. Seasonal Vegetable                                                                 180/=
  5. Sweets & Sows Vegetable                                                      200/=
  6. Fish Vegetable                                                                        220/=
  7. Beef Vegetable                                                                       240/=
  8. Thai Vegetable (Chicken & Shrimp)                                      300/=
  9. Thai Mix Vegetable Mushroom                                              250/=
  10.  SZU-Chuan Vegetable                                                           220/=

Curry
(Thai, Chinese, SZU-Chuan Flavor)

  1. 71 Special Machala Curry (Chicken)                                     400/=
  2. Chicken Chili                                                                          350/=
  3. Chicken Chili Onion                                                               350/=
  4. Canton Chicken                                                                      380/=
  5. Sweets & Sours Chicken                                                        300/=
  6. Sweets & Sours Chicken Ball                                                 320/=
  7. Chicken With Garlic souse                                                     300/=
  8. Chicken With Cashion net                                                      350/=
  9. Thai Chicken Chili With Capsicum                                        360/=


  1.  Chicken in Foil Papers                                                           450/=
  2.  Thai Chicken Read Curry                                                      350/=
  3.  Chicken Chili Dry                                                                  350/=
  4.  SZU Chicken With Capsicum                                               350/=
  5.  Special Machala Prawn                                                         350/=
  6.  Hot Souse Prawn                                                                   380/=
  7.  Prawn With Garlic Souse                                                      320/=
  8.  Prawn Bisque                                                                         360/=
  9.  Beef With Ouster Souse                                                        340/=
  10.  Beef Chili Onion With Capsicum                                          340/=
  11.  Thai Beef With Capsicum                                                     340/=
  12.  Beef Chili Fry                                                                        360/=
  13.  Chicken Sizzling                                                                    360/=
  14.  Prawn Sizzling                                                                       360/=
  15.  Beef Sizzling                                                                          380/=
  16.  Fried Pimpled With Chili Past                                               400/=
  17.  Fried Dish Mini With Chili Pest                                            550/=
  18.  Thai Stem Reshapes                                                               550/=
  19.  Fried Prom Fred                                                                    350/=                             
  20. Stefan Prom Fred                                                                    400/=
  21.  Fish Chili Onion                                                                    320/=
  22.  Fish Chili Dry                                                                        350/=
  23. Sweets & Sour Fish                                                                310/=
  24.  Prom Fred Machala                                                                360/=

Rice

  1. Plain Rice                                                                                70/=
  2. Plain Palau                                                                              150/=
  3. Chicken Brainy                                                                       250/=
  4. Mutton Brainy                                                                         280/=

Vegetable

  1. Mix Vegetable                                                                        60/=
  2. Thai Dall                                                                                 60/=

Chicken/Mutton/Beef

  1. Chicken Buna                                                                         100/=
  2. Chicken Carry                                                                         200/=
  3. Chicken Do Pyaza                                                                  250/=


  1. Beef Buna                                                                               250/=
  2. Beef Do Pyaza                                                                        300/=
  3. Beef Kalia                                                                               250/=
  4. Mutton Buna                                                                           200/=
  5. Mutton Carry                                                                          200/=
  6. Mutton Do Pyaza                                                                    250/=

Fish

  1. 71 Special Fish Machala (Koral Fish)                                    400/=
  2. Rup Chanda Buna                                                                   350/=
  3. Rup Chanda Do Pyaza                                                            380/=
  4. Rup Chanda Fried                                                                   350/=
  5. Prawn Curry                                                                            300/=
  6. Prawn Do Pyaza                                                                      350/=
  7. Hilsha  Fried                                                                           250/=
  8. Hilsha Carry                                                                            250/=
  9. Sorisa Hilsha                                                                           250/=
  10.  Rohit Carry                                                                            230/=
  11.  Rohit Doyaza                                                                         230/=
  12.  Rohit Fry                                                                                230/=
  13.  Pabda Buna                                                                            350/=
  14.  Pabda Carry                                                                           350/=
  15.  Koi Buna                                                                                250/=
  16.  Koi Carry                                                                               250/=
  17.  Boyal Buna                                                                            280/=
  18.  Boyal Carry                                                                            280/=
  19.  Clitol Fish Machala                                                                320/=
  20.  Clitol Fish Coupta (Buna or Fried)                                        380/=
  21.  Ire Fish Curry                                                                        
  22.  Ire Fish Buna                                                                        

Indian

Pakura

  1. Chicken Pakura                                                                       280/=
  2. Prawn Pakura                                                                          300/=
  3. Vegetable Pakura                                                                    260/=
  4. Machala Papadum                                                                  250/=
  5. Plain Papadum                                                                        200/=

Salad

  1. Seasonal Mix Salad                                                                220/=
  2. Plain Rita                                                                                100/=
  3. Mix Rita                                                                                  120/=
  4. Onion Rita                                                                              100/=
Soup

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

Bar-B-Q & Tanduri

  1. Tandari Chicken (2.00PM)                                                     350/=
  2. Chicken Tikka Kabab                                                             280/=
  3. Chicken Rosmi Kabab                                                            280/=
  4. Chicken Kamli Kabab                                                            300/=
  5. Chicken Slik Kabab                                                                300/=
  6. Pomfred Tanduni                                                                    400/=
  7. Prawn Tanduri                                                                        400/=

Nun

  1. 71 Special Nun                                                                       80/=
  2. Garlic Nun                                                                              70/=
  3. Butter Nun                                                                              70/=
  4. Plain Nun                                                                                50/=
  5. Cable Nun                                                                               60/=
  6. Cusmeri Nun                                                                           80/=

Vegetable

  1. Vegetable Do Payaza                                                              250/=
  2. Vegetable Buna                                                                      220/=
  3. Vegetable Kopta                                                                     300/=
  4. Paluk Poms                                                                             180/=
  5. Pomis Machala                                                                        300/=
  6. Boss Markham                                                                        280/=
  7. Dall Butter Fry                                                                        250/=
  8. Dall Mukhani                                                                          280/=



Chicken

  1. Chicken bhorta                                                                        300/=
  2. Chicken Do payaza                                                                 320/=
  3. Chicken Butter Machala                                                         320/=
  4. Chicken 65                                                                              360/=
  5. Chicken Moglay                                                                      320/=
Mutton

  1. Mutton Venn                                                                           320/=
  2. Mutton Cary                                                                            310/=
  3. Mutton Do payaza                                                                  320/=
  4. Mutton Rokon Zose                                                                320/=
  5. Mutton Brain Machala                                                            300/=
  6. Mutton Moglay                                                                       300/=

Fish

  1. Fish Machala                                                                           350/=
  2. Fish Carry                                                                               300/=
  3. Fish Buna                                                                                300/=
  4. Prawn Buna                                                                            320/=
  5. Prawn Machala                                                                       350/=
  6. Prawn Do payaza                                                                    320/=

Beverage Item

Soft Drinks

  1. 7 Up                                                                                        40/=
  2. Pepsi                                                                                        40/=
  3. Coca-Cola Can.                                                                      60/=
  4. Mineral Water (Small)                                                            20/=
  5. Mineral Water (Large)                                                            40/=




Fresh Juice

  1. Orange Juice                                                                           110/=
  2. Apple Juice                                                                             100/=
  3. Pineapple Juice                                                                       90/=
  4. Papaya Juice                                                                            100=
  5. Mango Juice                                                                            120/=
  6. Naspati Juice                                                                           120/=
  7. Water Melon Juice                                                                  80/=
  8. Strawberry Juice                                                                     250/=
  9. Grapes Juice                                                                            150/=
  10.  Fresh Fruited Salad                                                                100/=
  11.  Fresh Fruited Cocktail                                                           150/=
  12.  Verso Lapp Soda                                                                   120/=

Milk Shake

  1. Vanilla Milk Shake                                                                 120/=
  2. Strawberry Milk Shake                                                           120/=
  3. Chocolate Milk Shake                                                            120/=
  4. Banana Milk Shake                                                                 100/=
  5. Lassie (Sweet)                                                                        100/=

Ice Cream

  1. Vanilla                                                                                     70/=
  2. Chocolate                                                                                70/=
  3. Strawberry                                                                              70/=
  4. Cocktail Ice Cream                                                                 80/=

Tea/Coffee

  1. Tea/Machala Tea/Lemon Tea/Green Tea                               40/=
  2. Coffee                                                                                     60/=
  3. Cold Coffee                                                                            100/=
  4. Hot Coffee                                                                              80/=
  5. Black Coffee                                                                           60/=



Continental

  1. Greek Salad                                                                            120/=
  2. Russian Salad                                                                         110/=
  3. Vega Rusted Salad                                                                 160/=

Soup

  1. Pea Soup                                                                                 210/=
  2. Cream Of Mushroom Salad                                                    140/=
  3. Roosted Tomato Soup                                                            160/=
  4. Vegetable Soup                                                                       200/=

Appetizer

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

Chicken
                                                                                     
  1. Chicken Fungi With Seasonal Vegetable                               450/=
  2. Grilled Chicken With Sauté Vegetable                                  380/=
  3. Chicken With Paper Sauce                                                     320/=
 Coffee Shop Menu

  1. Chicken Roll (Per Pics)                                                                                              40/=
  2. Chicken Patties (Per Pics)                                                                                           40/=
  3. Chicken Ban (Per Pics)                                                                                               30/=
  4. Pizza (Per Pics)                                                                                                           120/=
  5. Club Sandwich (Per Pics)                                                                                           60/=
  6. Chicken Sandwich (Per Pics)                                                                                      30/=
  7. Pastry (Per Pics)                                                                                                          40/=
  8. Donut (Per Pics)                                                                                                          40/=
  9. 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

Of

 


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 71,1st 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.



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