I am here to submit my internship report on the topic "Front Office Operations and Guest Service of Hotel Sarina, Dhaka." It is a great achievement to work under your active supervision. This is to confirm that Ashiqur Rahman Id Bachelor student of Department of Tourism and Hospitality Management, Faculty of Business and Entrepreneurship, Daffodil International University has completed his internship report on the topic “Front Office Operations and Guest Service of Hotel Sarina, Dhaka.” This report meet the survey requirements Khadijatul Kobra, Assistant Professor, Department of Tourism & Hospitality Management, Faculty of Business and Entrepreneurship, Daffodil International University.
This document contained a description of Hotel Sarina Dhaka and the roles and responsibilities of the Front Office team members, including how to handle guest requests and complaints.
Background of the Report
Origin of the Report
Scope of the Report
Objective
Methodology
Data Source
Primary Data
Secondary Data
Limitation of the Study
To provide an Overview of Hotel Sarina Dhaka
Introduction 2.1 Background of Hotel Sarina Dhaka
Organization Details
Location Proximity
- Type of Rooms in Hotel Sarina
- Guest rooms features & activities
- Signature Amenities & Services
- Restaurants & Lounges
- Our Services
Refresh at our state-of-the-art Sarina Work-Out, which features premium wellness equipment such as cardiovascular equipment, weight machines, jacuzzis, saunas, massage rooms and a temperature-controlled pool. Regain control of your body and mind in our fitness center with our hand medicine made with you in mind. Guests can enjoy the unique culinary experiences at the numerous restaurants using the freshest ingredients, including preparations from live cooking stations.
We focus on providing food for your party needs in our state-of-the-art environment with our knowledgeable and dedicated crew.
Risotto
Picasso Bar
Mission
Vision
Board of Director of Hotel Sarina Dhaka
Chairman
Board of Directors Managing Director
Organizational Chart
Housekeeping
Food & Beverage Front Office
IT Finance
Account Security
Purchasing Human Resource
Concierge Room Division
Reservation Banquet Sales
Reception Service Express
Restaurants Banquet & catering
FIT Center
Transport Bars
In Room Dining Production
Sales & Marketing
Major Department’s in Hotel Sarina Dhaka
Hotel Sarina Dhaka
Front Office
Food Production
F&B
Sales
Marketing
Human Resource
Security
Sales & marketing: Sales and Marketing Director A hotel's sales and marketing director is responsible for increasing revenue by developing initiatives to attract guests and make
HRM: The division responsible for managing human cash safes may plan to use the front desk staff as a special resource for some workers across all divisions. It may ask that the
SWOT Analysis of Hotel Sarina Dhaka
Strengths
Weaknesses
Opportunities
Threats
Overview of the Front Office Department
Introduction of the Front office Department
Operation of the reception, including check-in, check-out, telephone reception, reservation, disposal and invoicing. The front desk is the heart of the hotel and is responsible for ensuring that all visitors' needs are fully registered and that their wishes are taken into account. The tourist's GSA is continuously processed there, and when they need sponsorship, they contact the front office and AYS.
The forward-facing office staff has a strong responsibility to spread the word widely and encourage benefits where practical. The Front Office department forms the core of the accommodation or neighborhood foundation and has a major impact on a hotel. The Front Office department is responsible for establishing direct communication about the location of the branches and the services offered.
The front office is responsible for tracking inquiries and directing them to the employee or department. The front office and other departments work towards the common goal of management and customer satisfaction. The segments are interconnected and all officials must work together to ensure the reliable operation of the department while going beyond the ordinary to attract tourists. Assiduity is looking for professionals who know how to work with tourists and have excellent interpersonal and correspondence skills.
The main area of the inn that guests have access to during check-in, at the time of their arrival, and after they check out is the front office. The many highlights of an internal visitor's experience are handled by this division, including reservations, events, registration, room assignments and payment understanding. The visitor keeps in touch with the reception for information and assistance of any kind.
Objective of Front Office
Organizational Chart for Front Office Department of Hotel Sarina Dhaka
Front Office Manager
Team Leader
Driver
Bell Boy
Door Man
Concierge Service Express Fitness Center Sarina Host
Front Office Interaction with other Departments
Outlet description of Front Office
Duty Schedule
Front Office Duty Checklist
Morning Shift Checklist
Evening Shift Checklist
Night Shift Checklist
- Front Office Terms
- Reservation and Check In Procedure
- Greetings
- Place Registration Card
- Asking for Payments
- Present Key Card
Free: When a guest uses a good or service without having to pay for it, it is referred to as complementary. Do Not Disturb (DND): The visitor requested not to be disturbed, often indicated by a sign on the room door handle or electronically by a red light presentation before the room entrance. Late check-out: When a visitor requests to check out after the hotel's usual check-out time of 12.00, it is considered a late check-out.
Unusable (OOO): Maintenance issues prevent the room from being ready for sale. Please lock the folio or set the no posting flag if the guest only wants to pay the room bill. Please let them know about available benefits and benefits such as discounts, store information and current promotions.
Guest Reservation Record
Methods of Payments
Front office Team Member Must know
You should pay attention to the words for courtesy calls, wake-up calls and receiving phone calls.
Activities, Challenges & Lessons learned
Activities Undertaken
- Organizational Task & Responsibility
- Duty and Responsibility of a Front Office Department in Hotel Sarina Dhaka
Hotel Sarina's reception department is responsible for selling rooms using a methodical approach to reservations after customer registration and room allocation. Managers have access to all daily reports, including check-in reports, through the reception desk based on the Destinity Hotel Management system. When a guest rents a room for a hotel stay, the room is sold for that day. The room rate is the price per room charged for a 'weekend day', a day that starts at 12 noon and ends at 12 noon.
Because of the basic core of a hotel's business, which is to sell rooms, the front desk is of great importance. More than half of all hotel sales consist of money made from the sale of rooms. It plays a complementary function in the process of creating the visitor's mental image, which is their first and last point of contact. The front desk collects guest data for later use, provides guests with information about the hotel and its many services, and serves as an intermediary between the guest and the hotel.
The fact that the front office is the center of all activities related to the hotel's visitors highlights the crucial role it plays. The front office work is computerized and there are times when the superintendent needs to know all the reports for a day, such as a check-in report. We may discover options such as registration number, guest name, number of persons, nationality, company name, room number, room rate (taka), appearance and departure date, check-in time and check-in by checking the check-in report.
The Front Office Manager (FOM), who oversees the front office department, has the primary responsibility for improving the guest experience by consistently innovating services to meet guest needs.
Front Office Manager
Front Office Supervisor
Guest Service Agent
Guest Relation Officer
Reservation Agent
Concierge
Bell Desk
Protocol Agent
Business Center
Night Auditor Activities of front Office
My Duties and responsibilities of Front Office Department
- Greeting Visitors or Guests
As a reception student at Hotel Sarina Dhaka, I got the opportunity to work and learn in reception, receptionist and reservation. It was a remarkable event for me to learn about the front office activities at Hotel Sarina in Dhaka. Starting with a temporary assignment as a Front Office Receptionist, it is easy to get started as an organization facing position risk. When describing the general details necessary for the secretary's position, keep in mind, but do not neglect the responsibilities. company has, such as managing it when they first started performing early administrative tasks.
As long as it can benefit you too, as the list of job responsibilities is clear and a reasonable pay package for the ideal person who gets it all done. Greeting followers is one of the assistant abecedarian's responsibilities in the main office. A successful secretary is both an excellent letter-writing manager and a solid manager open to connecting with all influences and differences across professional boundaries.
The secretary is usually the first and sometimes the only observer in a shop or office, although this can very well be consolidated. When visitors arrive, the forward-facing office secretary greets them enthusiastically, offers them drinks and finally takes their clothes. , presents a reward and dresses them prior to questions about matters, similar to active times. Minister, it should be a highlight to be extremely knowledgeable and provide a clear explanation of the goods and services an organization provides.
Responsibilities
Departmental duties and Responsibilities
Front Desk
Other activities Activities
Challenges
I worked in all the reception departments of Hotel Sarina in Dhaka and I had to stick to my checklists. Do your best to keep the visitor calm while waiting and give him time to calm down. Greet the visitor when you see them later and ask how everything is.
Lessons Learned Front office Terminology
Offer a sincere apology to the guest and, if possible, address their request immediately. Commercial Rate - Room rates for business travelers who represent an organization but may not have much negotiable leverage due to their irregular or interrupted travel schedule. Electronic key system – A system consisting of battery-operated or, less commonly, cable-operated locks; a host computer and terminal; a keyboard; and special access cards that are used as keys.
Credit – A reduction in assets or an increase in liabilities or the amount of money the hotel owes the guest.
Implementation and Evaluation
Implementation and Evaluation of Organization
I can say that my six-month internship as a front office intern was incredibly enjoyable in terms of my learning and experience. I know from the first day of training that these six-month temporary work programs will help me understand how to progress as an academic in the gig economy.
Culture
Working Environment
Communication
Punctuality
Operational Learning Part
As a result, online booking services such as booking.com, expedia.com and agoda.com are used.
Findings & Recommendations
Findings
Recommendations
Conclusion
During my internship, I gave both positive and negative comments about the reception department of Hotel Sarina. With this report, you can see an overview of Hotel Sarina Dhaka. Considering the hotel industry in the world, this is one of the most popular and surprising groups in the entire world.
In the past it turned into too few and minimal business, but now it is more likely to be profit one afternoon and most of the business abroad. Because we realize that as a man or woman, we all have to visit every other region for his or her activities and fun, enjoying the environment and something else. It was a great experience for me to work as an intern at Hotel Sarina in the Front Office department.
During my internship, I have had the chance to gain knowledge about practical things, which have a different taste than our academic knowledge. To see my theoretical knowledge, the supervisor of the reception appreciated the education system of our university and felt honored to be a part of it and he also asked to thank our honorable faculty members.
