Front office operation

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“Operation of Front Office department

in the Radisson Blu Water Garden

Hotel Dhaka”

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Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka

Name ID Program

MD AL AMIN KHAN 11211015 BATHM

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Introduction .

A Brief Overview of Radisson Blu Water Garden

Hotel Dhaka

Mission of the Radisson Blu Water Garden

Hotel Dhaka

Facilities of Radisson Blu Water Garden Hotel

Dhaka.

Overall activities of front office .

Organization chart of front office

Operation of front office department.


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Duties and Responsibilities Performed During

Internship in front office department.

Objective of the Report

Scope of the Study

Methodology

Limitation of the Report

Finding of the Report

Recommandations

Conclusion

Question and Answer sassions

Topical Coverage

5Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka

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Introduction


•Hotel industry was organized in the 6th century BC.

•A Hotel is hospitality organization that provides a full

measure of the facilities as food, accommodation

transportation entertainments or health care belongs

to the hospitality industry.

•A Hotel is a home away from home.

• The British law defines a Hotel or Inn as a place

where a bonafide traveler can receive food and shelter

provided he/ she is in a position to pay for it and is in a

fit condition to be received.

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A Brief Overview of Radisson Blu Water Garden Hotel Dhaka


• One of the leading, full-service global hotel companies with more than 420 locations in 73 countries.

•The first Radisson Hotel was built in Minneapolis, Minnesota in 1909.

•The hotel was purchased by Curt Carlson (1914–1999) in 1962, and is still owned by his Carlson Companies.

•Radisson Blu Water Garden Hotel Dhaka is located on the Airport road (5km from the main international Airport).

•Has express check out, late check out, one touch service.

•Provide 100% guest satisfaction service.

They deliver genuine hospitality by anticipating guest expectations with

our “Yes I Can” attitude. they promote professionalism and encourage

growth to achieve our financial objectives.


Mission of the Radisson Blu Water Garden Hotel Dhaka.

Radisson Goal“Our goal at Radisson is 100% guest satisfaction. If you are not satisfied with something, please let us know and we’ll make it right or you won’t pay.”

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•200 rooms including 5 suites

•All rooms featuring large work areas with

high-speed internet, in-room safe, mini bar,

tea/coffee making facilities, ironing facilities

and dedicated port of laptop connection

•Radisson Business Class floor

• Wireless internet connection in public areas

•3 restaurants, 2 lounge bars, and a café/deli.

•Internationally managed spa with 8 treatment

rooms and health club

2 swimming pools, tennis court, access to

adjacent

golf course & jogging track on premises’.

Business centre with boardrooms & secretarial services

24 hour reception/ concierge and room service

Largest conference, meeting & function facilities in the country

Under cover & outdoor car parking facilities

Hotel installed with safety & security equipment including fire & smoke detectors, fire sprinkler, electronic door locks, cctv.

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operating and monitoring the reservation system

developing and operating an effective communication system with front office staff and other department directors;

supervising daily registrations and checkouts

overseeing and developing employees

establishing in-house sales programs at the front desk

preparing budgets and cost-control systems

forecasting room sales; and maintaining business relationships with regular corporate and community leaders.

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Typical duties of front office manager


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Organization chart of front office in Radisson blu


General manager

Asst. general amanger

Front office manager

Reservation manager

Cashier

Desk clerk

Room key clerk

Concierge

Bell staff

Telephone operator

Elevator

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Machine name purpose Machine name Purpose

Computer Make reservation Bell To call

Treasure box Take money Printer To print

Trolley take guest’s baggage Photo copier Photo copy

Phone PABX To call PMS application to operate hotel

CRS communicate overall Metal indicator security

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The front office operation

Reservation

Reception

Concierge

Information

Telephone

Account

1635Operation of Front Office department in the Radisson Blu Water

Garden Hotel Dhaka

Guest cycle

Pre arrival

Arrival

Occupancy

Departure

Reservation type

• Guaranteed

• Non guaranteed

• Confirmed.

Reservation terminology

• overbooking

• Walk

• No show

• Time limit

• Turn away

• Stay over, over stay

Broad Objectives:

The major intent of this study is to analyze and

identify the overall operation of front office

department..

Find out the prospect of this hotel by the front office

department.

Specific Objectives.

How to provide the guests' satisfaction.

How I can develop our working skill.

Learn about reservation system.

Learn about software base PMS application.

How to prepare gust bill.

Getting a brief idea about this organization. 17Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka

The report has been prepared to fulfill the requirement of the internship

program of College of Tourism and Hospitality Management, International

University of Business Agriculture and Technology (IUBAT).

The report is organized about the activities of front office department in

Radisson blu Dhaka. Since the ultimate objectives of this report is to

explain the activities of various problems required to fulfill the exclusive

study at Radisson blu Dhaka. So the scope of this practicum report is

limited to the explanation of the activities. Every detail of the report is

addressed and presented very nicely and followed by appropriate

concluding remarks and action oriented recommendations.


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Primary Data:

I collect maximum information from our own experience.

I discussed with Manager, Supervisor, Coordinator, senior room attendant also with other. associate those who are involved with this hotel.

I collect some information by face to face talking with the authority.

In one language I can say we discussed with top to bottom level in this hotel.

Secondary Data:

I collect some data from organizational annual report.

I collect some data from their organizational website.

I collect some data from Radisson associate knowledge book.

Some data collect from associate hand book.

1942Operation of Front Office department in the Radisson Blu Water

Garden Hotel Dhaka

In spite of related peoples willingness in front office Department I could

not avail the full concentration as I supposed to have. On the way of my

study, I have faced the following problems that may be termed as the

limitations/shortcoming of the study.

Not-available of sufficient written documents in front office Department

to give a comprehensive view.

Lack of sufficient information on front office Department organization

website.

Lack of time of the busy key persons, necessary data collection.

Some useful information cannot be expressed in this report for the reason

of Confidentiality. 20Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka

During our training period we found that, front officeDepartment is very strong in Radisson blu hotel Dhaka.

They have the huge manpower in the front office Department.

The entire Associate in front office Department is very muchexperienced and qualified.

In front office Department they are following some rules andregulation which is provided by the Carlson Company.

Some time I saw some of them they try to dominate us.

When I work in front desk saw that receptionist they areenough knowledgeable in this area.

In front office area there are high risks for associate because allresponsibility of billing are in their hand.

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As a trainee we cannot make any recommendation but we can share our

opinion. In below we will share some opinions-

If they arrange some extra training facilities for their trainee that will be

helpful for them.

There have some Associate they should maintain good behavior with all

trainees that will increase the output of the Hotel.

If they arrange a trolley facility inside the room that will be reduce room

setup time. At a time labor cost will be reduced.

They need think more about their safety and Security.


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Radisson provides genuine hospitality by anticipating guest expectations

with their attitude . Here I describe guest registration, find out occupancy

rate, average daily rate responsibility of front office service personals and

interdepartmental communication in hotel. Especially hotels play an

important role in the field of promotion of hospitality, encouragement of

entrepreneurship.


Have you any Query--???

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Art & Photos

Front office operation