CHAPTER ONEINTRODUCTION

1.1 Introduction to Bachelor of Hotel Management ( BHM)The Bachelor of Hotel Management (BHM) addresses an increasing need for a course which enables student to progress from post-secondary courses and enhance their skills in this area. This course aims to produce broad based business graduate with specialists knowledge in all aspect of hospitality industry. Hotel Management is the ideal program for people with entrepreneurial flair, who have good commercial insight and who are service minded. A lot of attention is paid to professional skills and theory, and to management skill. Moreover, developing the proper professional and hospitable attitude is an important focus point.

1.2 InternshipHotel management is a subject based on our practical knowledge, so internship is the integral part of our study. Internship and the hotel assignment carry total marks of 600. Basically, Hotel Assignment is the report concerning about the each and every departments of the hotel. An internship is an opportunity to integrate career related experience into an undergraduate education by participating in planned supervised work. An internship is a work experience in which students set clear learning objectives that connect course content to the real world employment. In this context, I got an opportunity to complete my internship from the 5 star rated hotel named Radisson Hotel, Kathmandu commencing from 15th May 2014 to 15th November 2014. I was positioned in different departments and learned the practical field of hospitality world.

1.3Objectives of the StudyObjectives are views as outcomes. In other words, what do you expect to learn or experience during your internship. Objectives are not tactics. Tactics should be listed for each objective Provide students the opportunity to relate theory to practice in real world. Habitual professional life. Give students in-service orientation to a career area, they may wish to pursue. Allow students the opportunity to work in their area of intended specialization. Enhance students understanding of organizational and group processes, public service obligations. Provide, apprentice expertise a new perspective for organizational operation.

1.4Scope of the Study Industrial exposure to the periods of 6 months is nevertheless the short time to learn all the aspects of hospitality industry but it helps on to decide our career which was impossible to really decide from the theoretical course conducted. Training helps me to understand where I am really perfect to work at. How is my working ability and so on? It really clarifies all the facilities, service and operation of a hotel and giving us an opportunity to learn, observe and tactfully convince guest.All the imagination of theoretical knowledge come on to the live performance and the live performance isnt only good, its beyond the expectation. The training actually gave birth of good feeling from the heart and working like the staff for the common goal is going to be exciting and enthusiasing. Positioning on the different department is the best training conducted ever. It really help to understand the inter goal interdependency among each department and the problem or conflict arise. So, I can really convince the topic of problem and solve easily. The staffs working on each department is limited to enter their own private working area but the interns are famous all around to each and every door. Hence the studies really boost up the confidence to live the ones own life for the sake of hospitality and customer satisfaction.

1.5 Limitation of the Study The limitations of the study are those characteristics of design or methodology that impacted the interpretation of the findings. The major limitation of the study is: Lack of Capital. Shortage of time Unavailability of enough data from the secondary source Respondent dont want to share data.

The practical exposure conducted by positing on different department is highly fruitful but while dividing the days to work on each department to the various outlets, the time for learning tends to be very short. Collecting the data goes very tough

CHAPTER TWOLITERATURE REVIEW

A literature review is an account of what has been published on a topic by accredited scholars and researchers. So it is a way to avoid investigations problems that has already been definitely answered. My literature review helps in to define the specific thesis, problem, or research question. It is a description of the literature relevant to a particular field or topic, Radisson Hotel.

2.1 Introduction of Hotel IndustryHotel is a place where the travellers may receive food and shelter and a comfortable temporary house. A hotel is an establishment that provides paid lodging on a short term basis. The word hotel is derived from the French word hote which means the host. According to the British laws, A hotel is a place where bonafide travellers can receive food and shelter provide, if he/she is in a good position/condition to receive and pay for it.The word hotel may be formulated by the concept to the hospitality service, of which the primary objective is to provide lodge and foods to the people who are economically, mentally and physically able to receive. There are many other properties in the field of hospitality business, such as lodge, guest house, rest house, restaurants, etc., but the concept of hotel is only regarded with the combination of all these activities. This actually refers to address overall expectations and needs of the guest.Hotel Industry is one of the fastest growing sectors of the economy of our time. The hotel industry alone is a multi-billion dollar growing enterprise.

2.2 Classification of HotelThere is no any exact classification for the hotels. However, hotels are classified on the basis of the service they offer number and the types of the rooms they hold, area of the location and much many factors. The following bases of classification are;

a. According to Location Down-town Hotel Airport Hotel Motel Resort Camps

b. According to Size Small Hotels (1-25 rooms) Medium Hotels (25-100rooms) Large Hotels (100-300 rooms) Very Large Hotels (above 300 rooms)

c. According to length of guest stay Inns Apartment Hotels Family Hotels

d. According to Types of Clientele Business Hotel Group Hotel Convention Hotel Youth Hostel2.3 Introduction of Radisson Hotel, Kathmandu

Radisson Hotel Kathmandu made its debut in November 1998 at Lazimpat, Kathmandu. With the advantage of perfect location in the heart of Kathmandu and walking distance to the diplomatic enclaves and touristic spots, the hotel's main building offers 160 spacious guest rooms with Free Wi-Fi including Business class rooms & suites, rooftop swimming pool with dramatic view of the surrounding mountains, Business Class Lounge, fully equipped business centre and a fitness centre. While the new wing offers 100 premium category rooms with modern amenities like see-through bathrooms, rain shower facility, subtle lighting and audio system.Business class room guests can enjoy a host of exclusive services such as express check in and check out, breakfast and daily evening cocktails and canaps in the Business class lounge, meeting rooms for two hours per day and free local telephone calls. Complimentary high speed internet Smoking/ Nonsmoking rooms Sprinklers and smoke detectors in each room Wheel chair access/ Room for physically challenged Fully independent air-conditioning in all rooms Satellite cable TV with international channels 24 hrs. room service Direct dial phone Airport transfers.

2.3.1 Map of Radisson Hotel, Kathmandu Located in lazimpat, the hotel is in the heart of city, adjacent to the Narayanhiti Palace Museum and within walking distance to the major business houses, diplomatic offices and popular tourist spots like DarbarMarg and Thamel. The hotel is 9Km from Tribhuvan International Airport (TIA) and can be reached in 25 minutes by car.

Radisson Hotel KathmanduP.O. 2269, Lazimpath, KathmanduNepal Tel: 977-1-4411818, 4423888Fax: 977-1-4411720Radisson@radkat.com.npwww.radisson.com/kathmandune

2.3.2 Hotel FeaturesWe are committed to 100% guest satisfaction. If you are not satisfied with something, please let one of our staff know during your stay and we will make it right or you wont pay. Its guaranteed!Fully equipped health club and recreation center at the main building with separate facility for ladies and gens like steam, sauna and Jacuzzi. Offering various types of rejuvenating massages, center also boasts an outdoor swimming pool on the fifth floor. Business center with full secretarial services Locker facility for valuable items Wi-Fi internet access around the hotel Travel desk (Travel and Tour services) Concierge Laundry and Valet services Restaurants and Bars Pastry Shop Gift Shops Conference and banquet facilities

Meeting facilities and servicesWe offer perfect solution for your meetings, workshops or celebrations. The meeting rooms are suitable for hosting gatherings of all kinds, from political summits to intimate family reunions to corporate meetings and incentive trips. Conference, theatre and class room- style seating arrangements are available. We provide out door catering as well. Adoptable Nepa-Dhuku Banquet Hall and Waterfall garden with the capacity to accommodate 800 persons. Begnas Hall at the new wing with the capacity to accommodate up to 300 persons Seven separate meeting and conference rooms to accommodate meetings of 8 to 450 persons Full conference facilities including audio-visual and secretarial services

2.3.3 Rooms in each floor with room codeRoom CodeKSEB:King Smoking ApartmentTSDZ:Twin Smoking Superior roomKNDZ:King Nonsmoking superior roomKSS1:BC King Smoking TSS1:BC Twin Smoking KSE1:Smoking Premium King KNS1:BC King Non Smoking KSEX:King Smoking Junior Suite Room KSEH: King Smoking deluxe suit room

2.3.3.1 Main Building Fig. 1Floor Plan of the First Floor122KNS1120TSS1118KSSZ116KSS1114KSS1112KNDZ110TSDZ108TSDZ106TSDZ101KSEB1st Floor

125KNS1123KNS1121KSS1119KSS1117KSS1115KSS1107TSDZ105TSDZ103TSDZ

Fig1. The above figure is the floor plan of the first floor of the main building where the number includes the room. E.g. Room no 101 and the room is KSEB (King Smoking Apartment). There are total19 rooms here.

Fig. 2Floor Plan of the Second Floor222KNS1220KSS1218KSS1216KSS1214KSS1212TNDZ210TSDZ2ndFloor

225KNS1223KNS1221KSS1219KSS1217KSS1215KSS1211KSEX209KSDZ207TSDZ205TSDZ203TSDZ

240KSEH238KSXZ236KNXZ234KSXZ230KSEH2nd Annex

241KSEH239KSXZ237KNXZ235KSXZ231KSEH

Fig2. The above figure is the floor plan of the second floor of the main building where the number includes the room. E.g. Room no 203 and the room isTSDZ (Twin Smoking Superior Room). There are total 28 rooms here.

Fig. 3Floor Plan of the Third Floor

322TNDZ320TSDZ318TSDZ316KSDZ314TSDZ312TSDZ310TSDZ308TSDZ306TSDZ304KSDZ302TSDZ3rdFloor

321TNDZ319TNDZ317TSDZ315TSDZ311KSDZ309TSDZ307TSDZ303KSEB

342KNXZ340TSXZ338KSXS336KSXS334KSXS332TSXZ330KSXZ3rd Annex

343KNXZ341TSXZ339KSXS337KSXS335KSXS333TSXZ331KSXZ

Fig3. The above figure is the floor plan of the third floor of the main building where the number includes the room. E.g. Room no 302 and the room is TSDZ (Twin Smoking Superior Room). There are total 33 rooms here.

Fig. 4Floor Plan of the Fourth Floor

422TNDZ420TSDZ418TSDZ416KSDZ414TSDZ412TSDZ410TSDZ408TSDZ406TSDZ404KSDZ402TSDZ4thFloor

421TNDZ419TNDZ417TSDZ415TSDZ411KSDZ409TSDZ407TSDZ405KSEX403TSDZ

Fig4. The above figure is the floor plan of the fourth floor of the main building where the number includes the room. E.g. Room no 402 and the room is TSDZ (Twin Smoking Superior Room). There are total 20 rooms here.

Fig. 5Floor Plan of the Fifth Floor

522TNDZ520TSDZ518TSDZ516KSDZ514TSDZ512TSDZ510TSDZ508TSDZ506TSDZ504KSDZ502TSDZ5thFloor

521TNDZ519TNDZ517TSDZ515TSDZ511KSDZ509TSDZ507TSDZ505KSEX503TSDZ

Fig5. The above figure is the floor plan of the fifth floor of the main building where the number includes the room. E.g. Room no 502 and the room is TSDZ (Twin Smoking Superior Room). There are total 20 rooms here.

Fig. 6Floor Plan of the Sixth Floor

622TNDZ620TNDZ618TNDZ616KNDZ614TNDZ612TNDZ610TNDZ608TNDZ606TNDZ604KNDZ602TNDZ6thFloor

621TNDZ619TNDZ617TNDZ615TNDZ611KNDZ609TNDZ607TNDZ605KNEX603TNDZ

Fig6. The above figure is the floor plan of the sixth floor of the main building where the number includes the room. E.g. Room no 602 and the room is TNDZ (Twin Nonsmoking Superior Room). There are total 20 rooms here.

Fig. 7Floor Plan of the Seventh Floor

722TNDZ720TSDZ718TNDZ716KNDZ714TSDZ712TSDZ710TSDZ708TSDZ706TSDZ704KSDZ702TSDZ7thFloor

721TNDZ719TNDZ717TSDZ715TSDZ711KSDZ709TSDZ707TSDZ705KSEX703TSDZ

Fig7. The above figure is the floor plan of the seventh floor of the main building where the number includes the room. E.g. Room no 702 and the room is TSDZ (Twin Smoking Superior Room). There are total 20 rooms here.

Total rooms in the Main building:1st Floor: 19 rooms2nd Floor: 28 rooms3rd Floor: 33 rooms4th Floor: 20 rooms5th Floor: 20 rooms6th Floor: 20 rooms7th Floor: 20 roomsTotal: 260 rooms

2.3.3.2 New Wing Fig. 8Floor Plan of the 1st Floor

162KSE1160KSE1158KSE1156KSE1154KSE1152KSE1150KSE11st Floor

161KSE1159KSE1157KSE1155KSE1153KSE1151KSE1

163TSE2165KSE1167KSE1169KSE1171TSE2173KSEF1STAnnex

164TSE2166KSE1168TSE2170TSE2172KSEF

Fig8. The above figure is the floor plan of the first floor of the new building where the number includes the room. E.g. Room no 150 and the room is KSE1 (King Smoking Premium Room). There are total 24 rooms here.

Floor Plan of the 2nd floor, 3rd floor, 4th floor, 5th floor, 6th floor and 7th floor of the new wing is shown in the appendices.

2.4 Positioning in Different Departments. 2.4.1 Introduction to Front Office DepartmentFront office is the most visible segment of any hotel industry which is strategically located at the entrance of the hotel building within the high traffic lobby area. It is the first department noticed by the guest. It is the department which is responsible for the sales of hotel rooms through systematic method of reservation followed by the registration and assignment. It is attractively design and systematically and sufficiently equipped to perform the necessary formalities relating to arriving and departing guest. The front office in a hotel holds a prime importance and view of the business of a hotel i.e. to sell rooms. Revenue collected from the sales of room is very high. Since this is the only department which has got first and last point of contact of every guest with the hotel.

Room RatesOne of the challenges for a Front Office Manager is to establish room rates. Room rate must satisfy the following purposes: It must be competitive with competition. It must contribute to the revenue of the property to keep business healthy.Tariff of Radisson Hotel KathmanduPublished FIT rates valid until 30 September, 2015Single / DoubleSuperior RoomUS$ 185Deluxe RoomUS$205Premium RoomUS$220Business Class RoomUS$250SuitesJunior SuiteUS$300Premium SuiteUS$400Deluxe SuiteUS$500Extra BedUS$60.Published GIT rates valid until 30 September, 2015SingleUS$140DoubleUS$ 150Meal RatesBreakfast US$ 15LunchUS$ 20DinnerUS$ 25 All rates quoted above are subjected to 10% Service charge and 13% VATTariffs are subject to change without prior promise.

2.4.1.1Organizational Chart of Front Office Department

Fig9:Organizational Chart of Front Office Department

2.4.1.2 Sections of Front Office Department a. ReservationA request for accommodation on by a guest for any particular period is called reservation. It is a process of booking a room in advance for prospective guest for certain period of time when reservation is made at hotel. Reservation is one of the important parts of Front Office Department. It is also known as the hub center of the hotel. Request of reservation may come from different modes such as letter, fax, telephone, email etc.It is the most important part of the F/O department. It keeps the record of all the reservation made by the guest or the travel agencies. The department sometimes directly makes the link to the guest and informs the rate and the facilities the hotel offers to the guest. Responsibilities of the departments: Making reservation to the hotels. Updating guest profile with the available information. Helping guests / agencies with information about the hotel and its facilities. Facing reservation confirmed amended or cancelled later to the required agency or guest. Sending filled up reservation from the reception of next day arrival one day in advance with all correspondence.Steps involved in the room reservation Handling room request Determining availability and rates Confirming the reservation Guaranteeing the reservation Change of reservation Cancellation Group reservation Guidelines for service request.Tasks performed: Faxing reservation request form as confirmed amended or cancelled(stamps) Filling reservation request form and other related papers as per the date and month. Filling up details in reservation form.

b. ReceptionThe personnel in front desk welcome and receipt the guest and assign them a room after few registration formalities, maintain room ability and provide information. This section is responsible for the warm and friendly reception of the entire guest. Reception is the staff that has direct contact with guest. Reception of Radisson hotel operates 24hrs to provide highly professional and efficient service to the guest. Reception is only the department which gives the first and last impression to the guest. The personnel should be very much careful while dealing with the guest because this is the first point to meet the guest.Receptionist also manages the room key.

Duties and responsibilities of this section Preparing keys of the guest rooms. Handle registration for guest with reservation and walk in guest and allocate appropriate rooms of them. To receive the guest promptly and assign the room. To issue VIP amenities voucher. To handle foreign guest and complete all their required government formalities. To calculate room availability and advice reservation. To send arrival and departure notification slip to various departments. To open guest folio and check the guest registration card. To arrange transportation facilities for guest if required. To prepare flash report. Checking all the settlement by night auditor.

Tasks performed: Filling up details in key card jackets as per arrival list along with the key cards. Key jackets can be reused. Encoding the guest room key cards as per requirement. Vision software is used and through the Opera PMS (Version5.0, Service Pack 5.0.03.01/17), departure date of the guest is known and then room key is made valid till the 1200hrs of the Check-out date. Helping guests with required information.The guest might be asking for Mr. Aslam then checking through the arrival or in-house guest in the Opera PMS, can be helped. Helping to find locations like the board rooms, begnas hall, businesscentre and so on. Making packages for package guest (Holiday packed).

c. ConciergeThe concierge provides extra information on entertainment, sports, amusement, transport, tours, church service and baby sitting in the area. These people also obtain the ticket and make reservation on restaurant. It is information moving desk. This table is set up for special function, festival. It does special duties for which it is setup.Concierge seems to be active when there is check in and check out of the guest. The main job of the bell desk is to carry the luggage of the guest to the room in the check in and to bring the luggage to the front desk up to the vehicle during the check out. This section performs the job like checking, identifying, and transferring storage of guest luggage for which a proper record of the guest luggage has to be maintained. Bell desk is a section where the guest luggage are tagged and taken to the guest room after the guest is registered. The bell boy handles the guest luggage. It helps the guest to receive newspaper in the guest room, maintaining errand card and delivering mails and packages to the guest rooms.

Responsibilities Carrying guests luggage during arrival and departure. Storing guests luggage in the luggage storage room. Distribution newspaper to executives offices, club floors and different outlet. Providing stamps (postal) to the guests as per their need. Helping guests with providing stamps (postal) to the guests as per their need. Helping guests with required information.

Tasks performed Tying baggage tags to the guests luggage along with details. Helped carrying luggage during guests arrival and departure.d. Telephone OperatorThis is the separate section under front office department located at the back side connected to the front desk which is not seen by the guest.This section is responsible for all the internal and external telephone calls. Three number of switch board are placed here in order to handle the call effectively. This section handles all incoming and out-going calls and maintains a record of international calls for billing purpose.Duties and responsibilities of this section Handling all the incoming national, international, and in-house calls. Receiving and forwarding the calls. Handle the guest message Making Wake up calls for the guest if informed Make the bill of the all outgoing calls by the guest and staffs. Maintain the telephone directory which is having all the necessary numbers of travel agent, hotels, hospitals etc.

Standard Phraseology2400hrs 1200hrsGood Morning1200hrs 1700hrsGood Afternoon1700hrs 2400hrsGood Evening

Casual PhrasesHotelier PhrasesHello!Good Morning Hotel Radisson, How may I help you? YeahYes Sir, That is right Sir.Okay RightVery Well SirSureCertainly SirOne Sec, Please WaitKindly hold on / Stay on line Sir/Madam Just a minute Hang on, Hold on, Hold the line: Let me check it for you Sir/Madam Can IMay IYou misunderstood meI was Clear SirAny ProblemMay I Assist YouWhos speakingIf the call is for you who am I Speaking to?Who is thisIf the call is for another person. Who shall I say is calling? / Who shall I say called?No ProblemThis will be taken care of Why dont youlet me call?See youHave a nice day / Good dayI have no ideaOther Alternatives

e. Business CentreThis unit will assist a customer to organize meeting or to have a temporary office during his stay at the hotel. The main focus is to business people. The facilities may include a secretary and other facilities like photocopy, fax machine, overhead projector, internet connection, computer, library etc.Responsibilities of department Availing internet access to the guests. Availing fax, photocopy and print out facilities to the guests. Making telephone calls for the guests as per the request. Helping guests with different national and international newspaper.

Tasks performed Helped the guests to get internet access. Preparing states summary report. Helping the guests with newspaper, photocopies, and printouts. Making telephone calls for the guests. Booking of meeting room within the business centre for an hour, half day or the whole day.Table1:Detailed rates of the business centerS. No ParticularRateNeed to addTotal

1.Local CallsRs.6 per minute13% VATAs per Total Minute

2.International CallsAccording to place called13% VATAs per Total Minute

3.PhotocopyRs.6 per page10% Service Charge + 13% VATAs per Total Copies

4.Print Out( Black and White)Rs.50 per page10% Service Charge + 13% VATAs per Total Copies

5.Print Out( Color)Rs.100 per page10% Service Charge + 13% VATAs per Total Copies

6.Fax (Local)Rs.6 per minute13% VATAs per Total minute

7.Fax( International)According to place faxed.13% VATAs per Total minute

8.Internet

a.15 MinutesRs.200/-13% VATRs.226/-

b.30 MinuteRs.350/-13% VATRs.395.5/-

c.1 hourRs.600/-13% VATRs.678/-

d.1 dayRs.700/-13% VATRs.791/-

e.UnlimitedAccording to Days.13% VATAccording to Days.

9.ScanningRs.50 per page10% Service Charge + 13% VATAs per Total Copies

10.Binding( Small/ Medium/ Large)Rs.50/ 100/ 150 10% Service Charge + 13% VATAs per Total Copies

11.Lamination A4 sizeRs.75 per page10% Service Charge + 13% VATAs per Total Copies

2.4.1.3 Overall task performed a. Front of the house Through the Opera PMS software, name of the guest arriving today and the room assigned are written at the back of RR form. I know the name and room assigned. All the room numbers are written in the key jacket as per the name and segregate the FIT and GIT. Afterwards I open the Vision software and the password 8899. The key is encoded as per the duration stay. Internet password coupon is provided to the guest on request.

b. Back of the house All the arrival and the departure guest list is made: E.g.

Departure listInitialFirst NameLast NameRoom No

Ms.ErikaSaetti237

Mr.AndreaLa Piccirella237

Mrs.MontserratRodriguez Zamora403

Ms.Phuong ThayNguyen704

Arrival ListInitialFirst nameLast name

Mr.RanabirBasuthakur

Mr.ArivoliNasser

Mr.VishalArora

Mr.MarcoSora

Mr.AshisKumar

Mr.HitoshiWatanabe

Mr.HuuHieuNguyen

Ms.Barbara AnnWatkinson

Mr.SonamTshewang

Mr.KarmaDyenka

Mr.ManojAgarwal

Ms.RenataDubini

Mr.BetsyLippman

Ms.JosefaOjano

Mr.JakeBrawn

Mr.KevinJohnson

Mr.JohannesMarliem

Mr.ChristopherBurnham

Mr.RadheshyamKonoria

Mr.MiteshDave

Mr.DouglasTashjian

Mrs.PaulineGleeson

All the arrival lists are merging on the welcome letter. Eg. Mailings Start mail merge Step by step mail merge Next Starting document Next select recipients Browse IntitialFirst_NameLast_name Print

Welcome Letter for the main building Nov 13th 2014Welcome to the Radisson Hotel Kathmandu!On behalf of the entire Radisson team members, I thank you for choosing our hotel and we all are committed to serve you the best way possible. All of our rooms are equipped with Mini Bar, Cable TV, Electronic Safe, Iron / Ironing Board and Tea/Coffee making facilities.

Our Services in brief:

The Fun Caf (TFC) is located at the lobby, serves International cuisines and is open from 06:30 hrs. 22:30 hrs. It serves: Buffet breakfast/Buffet lunch & dinner/Varieties of international tastes + A-la-CarteCorner Bar is situated at the left hand side corner, in front of the hotel premises. It has live band playing International Music and Songs, a recommended rendezvous for corporate and leisure guests. It is open from 15:00 hrs. 22:30 hrs.

The RADKAT Fitness Center is situated on the 4thfloor - equipped with Gym, Cardio, Steam Bath, Sauna and Jacuzzi.Swimming pool with Sundeck is located on the 5th Floor. All these facilities are free of charge to house-guests. The hours of operation are 06:30 hrs. - 21:00 hrs.Club Carlson is Carlson Hotels world-wide guest hospitality program developed for loyal customers, enabling them to earn and redeem Club Carlson at participating Carlson-branded hotels around the globe. Thus, if you wish to join & become a Club Carlson member, please contact the reception to enroll for the same.Our Business Center opens 24 hours for your service.We have a Voice Mail System in all the rooms. Please dial 1 to access it. Use your room number for mail box & Password. Should you wish to use our internet facility Wi-Fi in the room, please contact the reception?

IF YOU ARE EXPECTING OUTSIDE VISITORS, WE REQUEST YOU TO PLEASE MEET THEM AT THE LOBBY OR THE RESTAURANTS/BARS.

Guests traveling with Indian currency to kindly note that the denominations of INR 500 & 1,000 cannot be accepted or exchanged in the hotel as per the Govt. regulations of Nepal.I wish you a very pleasant and comfortable stay with us!

Anil MalikGeneral Manager

2.4.1.4 Analysis of the Front Office Department

a. Positive Analysis Intern students are equally provided opportunity to learn in every sections of front office department. Both Back house and Front house duties. Treated as a coming global hospitality leader and respected as Sir/Madam and works hand to hand which made us very beneficial.

b. Negative Analysis Interns are provided with the tasks that are more risky in nature. E.g. they are left alone to type the name of arriving and departing guest so that to merge in the welcoming and departure letter respectively. So it may create the great problem if the name or room number goes wrong.

2.4.2Introduction to Food and Beverage (F&B) Service Department The F&Bservice department is one of the most important profit oriented department in any hotel industry which plays a dominant role in revenue production by providing varieties of prepare F&B in the hospitality manner to the house and outhouse guest.The F&B service department of a hotel is the most labor intensive department The F&B service should coordinate, complicate and cooperate with other different department like HK department, F/O department, Security, Account, HR department, maintenance department etc.The food and beverage service is now being popular and is also referred to as the hospitality catering industryThe word service has its own meaningS- Smile for everyoneE- Excellent in everythingR- Reaching out to every guestV- Viewing everythingI- Inviting guest to return againC- Creating a warm atmosphereE- Eye Contact

2.4.2.1 Organizational Chart of F&B Service Department

Fig10:Organizational Chart of F&B Service Department

2.4.2.2 Outlets of Radisson Hotel, Kathmandua. The Fun Caf (TFC)The fun caf is the main restaurant of all. It is located near to the main building lobby and reception overlooking the waterfall garden. It serves an exciting selection of assorted flavors from around the world. It has a multi-cuisine service given to any guests of the hotels and the outsiders too.The fun caf has buffet displays ranging from vegetarian to non-vegetarian guests. As it serves buffet breakfast, lunch as well as dinner. Buffet breakfast is served only to the in-house guest. It also serves the A la Carte menu.It has the two sections as the smoking and non-smoking zone but now the outlet is not divided for the reason. TFC is the non-smoking zone and outside the restaurant called the waterfall garden is the smoking zone.

b. Olive Garden (OG)OG is the multi-cuisine restaurant and Mediterranean restaurant serving the limited amount of guest, as it is lavish and the amount of money charged is high here. It provides you with private and omission of noise. OG targeted on VIP and VVIP guest so it doesnt compromise in its price and quality. It offers the food of those European counties which lies in the coast of the Mediterranean Sea region such as Italian, Moroccan and Greek, New Zealand, Spanish.Opening time:Executive Breakfast is only served at 8:00am to 10:00am. The duty is generally handover to the staff of room service.Restaurant opening time: 8:00pm to 11:00pm

c. Corner BarThe Corner Bar offers an array of sumptuous snacks, exotic drinks and cocktails. This place is suitable for a perfect hangout for those with a busy schedule and is looking for a quality time to unwind in the evenings. Opening hours: 4:00pm till 11:00pm. This Outlet features nightly live music.The corner bar is the only pub that the hotel has in its compound.

d. In Room Dining (IRD)For the convenience of the guests there is 24 hour in-room dining is available. It offers a variety of western and eastern delicate with warm, personalize service. Can make a call from their room and order for food and beverage and the room service staffs carry their food and beverage to the guest rooms. The IRD is responsible for setting fruits and cookies basket for the floor boy in the H/K department who is responsible to provide as per in the guest rooms.

e. Service BarIt is the only bar at the Radisson hotel which is located away from the guest contact. It is at the inner corner of house where there is no chance for any guest to get connected with like corner bar or lobby bar. This bar is responsible for the supply of beverages at TFC, OG and Room Service. This bar is also responsible for providing welcome drinks to the in-house guest during their arrivals. Opening time: 7:00am to 11:00pm

f. Lobby BarThe lobby bar is situated near the right side of the new wing lobby. It has the capacity of 20 covers. Its standard timing is 11:00am to till 10:00pm. The menu of the drinks is to be same as per the corner bar menu. This bar provides happy hours at 5:30 pm to till 7:30 pm. g. Coffee Shop It is located in the third floor of the new building which has spectaculars view of the main building and the city. The coffee shop features a buffet breakfast for in-house guest and the lunch and the dinner offering is generally through A la Carte menu. Opening time:6:30 Am to 10:00 Pm

h. Terrace gardenTerrace garden is located on the fourth floor of the new wing with the panoramic view of surrounding hills and the mountains. It serves Soups, Salads, Sandwiches, grilled items between 12:00hrs to 22:00hrs.

i. Pastry ShopPastry shop at Radisson is located at the same building as that of the corner bar. It is at the ground floor of the corner building which is regardless the best in town for the bite of some exquisite and delightful pastries. Pastry shop is responsible for serving the pastries not only for the in-house guest but also for the local sales in the market, and is visible by everyone. The pastries like doughnuts, croissant, white bread, brown bread, cakes, and muffins etc. displayed in the shop are brought from the bakery at the basement of the new wing building. The pastry shop can be opened at 8:00am to till 8:00pm.

j. The Club Lounge PlazaIt is mainly targeted to the Radisson club room guest and VVIP guest. The club lounge is locates on the first floor of the main building, It is situated at the left hand side of the guest elevator. The Radisson club lounge offers an executive breakfast service from 7am to 10am for the club room guest only. Snacks and drinks are served during happy hour in the club lounge from 5:30pm to 7:00pm. The Club lounge plaza has the 18 pax sitting capacity.

2.4.2.3 Conference and Banquet Facilities Table:2Conference and Banquet FacilitiesHALLFloor area(L*B*H)Floor levelReceptionBuffet cum sit downTheatre styleU-shapeClass room

Nepa/Dhuku25.65m*17.15m*4.5mGround floor800300450150150

Dhuku14.6m*17.1m*4.5mGroundfloor30015025080120

Nepa10.9m*17.1m*4.5mGroupfloor25013020075100

Begnas14m*18.3mGroundfloor30015020080100

Rara15.39m*5.5mFirstfloor4035803530

Gosainkund9.65m*7.05mFirst floor3830502730

Phoksundo5.97m*7.05mFirst floor3018251818

Boardroom4.07m*3.52mFirst floor10

2.4.2.4 Analysis of the F&B Service Department

a. Positive Analysis We were provided with various chances to explore ourselves which we werent got at some moments. The trainees are not only to do job back of the restaurant but also are given chance to face the guest, which helped us to increase our confidence in front of the mass. Found mutual coordination with other departments. The captains and supervisors are very much helpful and cooperative. They are excellent in their duties and responsibilities.

b. Negative Analysis The staff does what they have been doing all those past years. Due to which, the development of service was lacking behind. No new techniques were implemented since the staffs were very much senior and highly experienced; there was a problem for the executives who were young to make them work in different way. As the staffs were working for many years in same organization, there wasnt a chance for new and highly educated employees. As the trainees and the new comers were given chance to perform inside the restaurant, the permanent staffs used to totally rely on them. Due to which the guest couldnt get the full satisfaction of high standard service.

2.4.3 Introduction to House Keeping DepartmentHousekeeping department possess the never ending tough most vital job ever to perform in the hotel industry. From the floor to the ceiling, from the spring of the bed to the hook of the curtain, all the entire job of housekeeping is performed by the staff.

The term Housekeeping refers to keeping the house cleans comfortable and safe. It is regarded as the backbone of all the lodging industry. Housekeeping is considered the key supporting department that helps in earning major revenue in hotel. Out of total revenue earned by the hotel 50% and more is generated from room alone. It also ensures that the content and amenities of guest room are maintained at high standard to meet the guest satisfaction.Usually, Executive housekeeper allocates, supervise and monitor daily and periodic cleaning, maintaining and redecoration. They are also responsible for up-keep of the entire area of the hotel except kitchen, bar, food and beverage, store and pantries.To manage housekeeping department following should be considered: Recruit skilled and semi-skilled manpower. Design and dcor of guest room, bathroom, floor pantries. Design and layout of section of housekeeping. Selection of proper furnishing. Hire temporary staff for managing peak season. Plan and organize the work efficiently.

2.4.3.1 Organizational Chart of H/k Department

Fig11:Organizational Chart of Housekeeping Department

2.4.3.2 Housekeeping Responsible Areaa. Linen and Uniform Room The current linen and uniform are stored or stocked for issuing and servicing. There are adequate shelves to store the linen and uniform. The room should be free from humidity and heat. The uniform and linen of every staffs are stored properly with hanging facilities.

b. Lost and found This section has a small space away from thoroughfare. This section is very secure, cool and dry with a cupboard to store all guests articles that are lost and may be claimed later.

c. Linen and uniform store This is the store for stocks of new linen and uniform. The store stocks maintain should enough to replenish the whole hotel once over.

d. Control desk The main communication centre of the department. The nerve centre of the department which co-ordinates with the front office, room service, engineering, etc The room is contained of large notice board including of schedules of day to day.

e. Laundry All the guests and staffs uniform and linen are washed, dried and ironed. The restaurant linens such as table cloth, napkins, mat, etcare also washed. Different chemical are used for different types of stain. Even the wiping clothes are provided by laundry.

2.4.3.3Introduction to the RoomsRoom is a place which is sold to the guests either for day purpose or night purpose where guests find complete privacy, security as well as comfort. Each hotel has a variety of rooms to satisfy the need of customer.Aroomis any distinguishable space within a structure. Usually, a room is separated from other spaces orpassagewaysby interior walls; moreover, it is separated from outdoor areas by an exterior wall, sometimes with adoor.Likewise Radisson Hotel, Kathmandu also has variety of room to satisfy the guest. The hotel has a total of 260 guestrooms and suites in the main building and 100 operational rooms in the new wing out of 102 roomsa. Business Class Club Rooms There are all together 22 business class club rooms in the first and second floor of the main building. High category guest Long Stay guest. Central Reservation Embassy

Business class by Radisson features upgraded amenities and services specially designed with the business traveler in mind. You will enjoy the Upgraded in room amenities: -Daily breakfast, 1000 bonus gold points per night, Weekday newspaper delivered to your room, free pressing of 2 garments, Daily turn down services. Additional amenities include:-Fruits and cookies in the room, Happy hour at lounge with hors doeuvres, 17:30 hours-19:30 hours, Personalized stationery, And as always, with every stay at Radisson, enjoy free internet and 100 percent guest satisfaction.

b. Deluxe Room Sofa Cum bed Parquet Floor Extra blanket and pillow is provided Extra third care need to be provided Anticipate them as per their need.

These rooms include a stylish bathroom, comfortable sofa, flat screen television, mini bar, beautiful parquet and all of the amenities of a superior room

c. Deluxe Suite RoomThese suits have s contemporary design and feature high ceilings, large windows and a separate sitting area attached to the master bedrooms. Room amenities include an extra bathroom, separate toilet and two televisions. Mirrors and paintings hanging on the wall provide a blend of modern and traditional Nepalese culture.

d. Superior RoomRooms are tastefully furnished and provide stunning views of the surrounding mountains. Those rooms features comfortable beds, bedside tables, drop down lights, a 21 television, mini bar, work desk with chair and large windows that provide plenty of natural lights. A stunning bathroom is attached to all rooms. Some superior rooms are designed with parquet floors, while others are beautifully carpeted.

Room 304 and 306, 404 and 406, 504 and 506, 604 and 606 704 and 706 are with the interconnecting door.

2.4.3.4 Duties and responsibilities of housekeeping personnela. Executive Housekeeper:The Executive Housekeeper reports to the general manager or the rooms division manager. He/she is responsible and accountable for the total cleanliness and aesthetic upkeep of the hotel. He/she supervises all housekeeping employees, has the authority to hire or discharge subordinates, plans and assigns work assignments, informs new employees of property regulation, inspects completed assignments and requisition supplies. The good housekeeper must possess a high degree of tact as well as good organizing ability. This is a management position that commands respects from all the members of the hotels. The duties and responsibilities of executive housekeeper are as follows:- Organize, supervise and coordinate the work of housekeeping personnel on a day-to-basis. Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for the hotel guests. Draw up duty rosters and supervise the discipline and conduct of his/her staff. Counsel employees on various duties and work-related issues. Motivate his/her staff and keep their morale high. Search constantly for the new techniques and products. Organize maintenance and repair of guest rooms. Deal with lost and found articles. Ensure the provision of proper uniforms for the hotel staff. Ensure the observance of hygiene and safety precautions. Evaluate employees in order to upgrade them when opening arise. Organize and supervise on the job and off-the-job training of staff. Coordinate with maintenance department. Be responsible for the redecoration and refurbishing of rooms, lobbies and so on. Provide a budget to the management and undertake budget control and forecasting. Hold meetings of the housekeeping staff. Prepares policies concerning housekeeping. Training of new recruitment.

b. Floor Supervisor:The floor supervisor reports to the assistant and executive housekeeper. Floor supervisor have final responsibility for the condition of guestrooms. Each floor supervisor is assigned three or more floors. He/she gives the room attendant their room assignments and the floor master keys, which are turned at the end of the day. She checks, supervises and approves the attendants work and makes periodical inspection of the physical condition of all room on the floor. The floor supervisor duties and responsibilities of floor supervisor are stated as below: Supervise the handover of soiled linen to the laundry and the requisitioning of fresh ones from housekeeping. Ensure supply of equipment and maintenance and cleaning supplies to floors and public areas. Issue floor keys to room attendants. Supervise spring cleaning. Report on maintenance work on his/her floor. Coordinate with room service for clearance. Maintain par stock for the respective floors. To execute the pest control schedules on the assigned floors. Check on scanty baggage. Report on standard of individual staff performance. To meet with minor complaints and request made by the guest and staff. To maintain floor registers/files and daily requisitions. Prepares occupancy reports. Report all lost and found items and ensured that the prescribed procedures are followed. Immediately report any safety or security hazard to the security department or to the management.

c. Linen Room Supervisor:The position of linen room supervisor is also called linen room charge or head linen keeper. He/she has the overall responsibility for sorting, marking, collecting, packing, delivering, stocking/sorting and inventory of linen of entire departments and sections of the hotel. Under the guidelines and instruction of executive Housekeeper, he/she has to operate this section by maintaining a close coordination with the tailor/seamstress, and attendants. He/she must have the knowledge of laundry works e.g. dry cleaning, washing, starching, stain treatment and ironing of linen and their upkeep. The duties and responsibilities of linen room supervisor are stated as below: Be responsible for the entire hotels linen and issue linen as per procedure. Send dirty linen to the laundry after checking them piece by piece. Check laundered linen before giving it for ironing. Put away linen neatly once it has been washed, ironed and mended. Maintain a register of linen movement and check the linen regularly Look after the ironing and laundering of guests clothes and the uniforms of the hotel staff. Supervise the work of linen attendants and tailors. Make suggestions relating to replacement purchases. Lead, train and motivate the team to provide service as per the standards. Maintain discipline and conduct performance appraisals of the personnel under his/her control. Execute the pest control schedules for the linen room. Coordinate the annual audit of the linen room. Coordinate with engineering on matters of maintenance and safety in the linen room. Put restrictions on the misuse of linen by employee by inspecting their lockers or finding them for misuse. Ensure that employee must not wipe spillages with white linen. They should use dusters specifically provided for the purpose.

d. Room Maid/Room Boy:The room maids work is of great importance because it contributes in a big way to the comfort of guests and hence their impression of the hotel. Their day consists of servicing each room to the required standard of the hotel, and this includes making beds, coping with linen supplies and general cleaning. Generally hotels employ one room maid per 12-15 rooms. Room maids report to the floor supervisor. And in small hotel, they may report to the assistant housekeeper directly. The duties and responsibilities of room maids/room boy are stated as below: A room attendant is expected to clean and tidy rooms as per the sanitary regulations assigned. Check for lost and found in departure rooms and report to the floor supervisor. Contact room service to remove used trays. Note the VIP rooms in his/her allotted rooms. Stock the maids cart with linen and supplies to service the allotted rooms. Clean guest bedrooms/bathrooms hotel standards and replenish supplies as per the room checklist. Count and handover soiled linen to the floor supervisor. Maintain a polite, dignified and helpful attitude towards guest and respect their privacy. Check physically the occupancy of rooms for the floor supervisors occupancy report. Turn-down beds in the evening service. Dispose garbage in prescribed areas. Return master keys to the floor supervisor upon completion of the shift. Check all safety systems on a floor and reports any defects. Coordinate with security personnel on security matters on the floor. To deny access of guest rooms to unauthorized hotel personnel and guests.

e. Housemen:The houseman has two roles; to support the room attendants with heavy work and to be the primary cleaner of public areas. In either case his/her jobs involves heavy physical work such as vacuuming carpets and corridors, cleaning large window panes, carrying heavy furniture, garbage clearance, floor scrubbing, etc. The duties and responsibilities of houseman are stated as below: A houseman is expected to clean carpets. Shifts beds, chairs and other heavy furniture. Assist in stocking the maids cart with linen and supplies to service all allotted rooms. Assist in counting soiled linen in the floor pantry and transporting them to the laundry. Maintain a polite, dignified and helpful attitude towards guests and respect their privacy. Disposed garbage in prescribed areas and segregating the recycled items. Clean the swimming pool deck areas. Clean garden paths and such outdoor surfaces. Polish all brassware. Take down and re-hang curtains as needed. Clean fire-fighting equipment. Take on heavy cleaning of areas such as stairs and terraces. Wash walls, ceilings and other hard-to reach areas. Beat carpets and replace them. Hand over lost found articles to the floor supervisors.

2.4.3.5Room SuppliesContents and supply of a room depend upon types of guest such as business people or general,types of hotel such as motel,hotel, and resorts.The facility and quality of the room is based upon the class of hotel.The below given are Radisson Hotels basic supplies in normal guest room but the supplies may vary in high standard rooms for VIPs.In the Room:Each bed contains Bed Box Bed Skirting Mattress Mattress Protector Sheets Duvet Pillow Pillow Cover Cushion Bed Runner 1 bed with mattress 1 bed pad/mattress protector 3 bed sheets(2bed sheet and Night spread) 1 blanket 4 pillow and pillow case 1 bed spread

Bed side table: Telephone Remote Notepad with pen Lamp

Writing Table: Placed in compendium(2 large envelops,2 post card,2 small evelops,2 large wiring paper,room service) 2 envelope , 2 letter head and 3 email 1 notepad with pen 1 ashtray 1 matchbox Chair Dressing mirror with bulb Dust bin and bin liner Service directory International dialing Clock

Inside cupboard: 1 iron 1 iron board 6 hangers ; 3 with hook and 3 without the hook and one coat hanger 2 laundry bag with laundry list in folder& collect my laundry card 1 extra pillow with cover in plastic bag Shoe shine Shoe mitt 2 Slippers Safe deposit lockers

Table by lounge chair/sofa: 1 ashtray with match box Fruit basket Magazine/Newspaper

Dresser or above the mini bar: Clean glass 2 clean cup/mug 2 clean spoon 2 mineral water with complimentary neck tag 1 coffee maker 3 coffee sachets 3 tea bags normal and 2 green tea 3 milk sachets 3 normal sugar sachets and 2 brown sugar 2 equal sachets 1 packet Lay 1 packet Peanut 1 packet Cashew nuts Cold drinks: Pepsi and alcoholic can as well as small bottles

Entrance door: Do Not Disturb Card Make room card Clean my room

Wall: Pictures Wall hanging lights Niche light Long mirror Air condition Sprinkle call

Bathroom linen & supplies: 3 hand towels 3 bath towels 2 wash cloth 1 bath mat 1 bath soap 1 hand soap 1 shampoo 1 moisturizing lotion 1 bath gel 1 sanitary bag 1 sewing kit 1 shower cap 1 ashtray with matchbox 2 rolls of toilet paper 1 packet of tissue paper 2 glass with cover on coaster 1 waste basket.

2.4.3.6 Cleaning Methods Mopping, Washing, Vacuuming, Dusting, Shampooing, Polishing, Sweeping.Chemicals used for area cleaning:All chemicals given below are used for cleaning in housekeeping department of Radisson Hotel,Kathmandu.

Table3:Chemicals used for area cleaning

PRODUCT PRODUCT DESCRIPTIONRECOMMENDED USEKEYS AREAS

TASKI R1Bathroom cleaner sanitize concentrateNormal soiling:-20-50ml in 1 litre ofwaterHeavy soiling:-50-100ml in 1liter of WaterAll surfaces in the bathroom, sink, tubfloor and fitting.Safe for use on marble and granite.

TASKI R2Hygienic hard surface cleaner concentrateHard surface:-20-50 ml in 1 litre of waterGlass:- 10-20 ml in 1 litre of water.

All hard surfaces including glass,mirrors and also shiny floor surface like polished marble,granite etc.

TASKI R3Glass cleaner concentrate20-50 ml in 2 litre of waterAll types of glass,windows mirrors and glass display cases.

TASKI R4Shine up furniture maintainerReady to use product.All wooden surfaces such as tables,chairs& bed side tables can also be used to maintain polished metal surfaces like name plates brass handles etc.

TASKI R5Air freshenerReady to use product.Deodorizes guest room,banquet hall & office rooms & rooms where tobacco or other odours are very strong.

TASKI R6Toilet bowl cleanerReady to use productRemoves lime-scale deposits and stubborn stains and leaves toilet bowls and urinals sparkling clean.

TASKI R7Floor cleaner concentrateNormal soiling:-20-50 ml in 1 litre of water.Heavy soiling:-50-100ml in 1 litre of waterUsed for both wet mopping as well as scrubbing with a machine on all kinds of floors.

TASKI R9Bathroom cleaner concentrateNormal soiling:-20-50ml in 1 litre of waterAll fittings and walls in the bathroom viz,sink,tube,tiles and fittings.Regular usage prevents scale deposition on walls and fittings.

2.4.3.7Analysis of the Housekeeping Department

Positive Analysis: Honest Staffs Hard working Environment. Cooperation between the different sections within the department. The staffs were allocated to different section as per month basis, so this prevent from arising a conflict between staffs. The staffs were very generous and supportive to the trainees, due to which I get chance to learn new things.

Negative Analysis:

Lack of enough staffs Discriminating behavior done by room attendant. Inefficient in Communication. The power of Union reduces the respect towards superiors. Sometimes the conflict arises between the houseman and room maids due to lack of fresh linens. There was variation of the rules and regulations among the staffs of the department Disputes between inner staffs.

2.4.4 Introduction to Food Production DepartmentFood production department is responsible for the actual preparation of food items and F&B service department systematically serve food from the kitchen to the customers table as per their choice or order.Foodproduction in catering term simply refers to the food preparation and control. The kitchen is a place where food is prepared. In a hotel or in restaurant a special room is used for food preparation and is known as kitchen. In outside catering it is a place assigned for food preparation like in trekking, rafting, and etc. The word kitchen comes from French word "cuisine, which means art of cooking or food preparation in the kitchen. In modern hotel management cuisine refers, to the art of cooking and style of service. Kitchen is the central point of all the hotel and restaurant where food is prepared. It is also known as the heart of hotel. The main purpose of kitchen is to produce right quantity and quality of food at the best standard for required number of client/guest.

2.4.4.1 Organizational Chart of Food Production Department

Fig12:Organizational Chart of Food Production Department

2.4.4.2 Job Positions and Responsibilities of Kitchen Staffa. Chef de cuisine (Executive Chef): He is a person of authority and responsible for the food production areas and for the welfare of the department. He is also known as commander of the kitchen department as he is the key man of the food production management. The exact description of his/her job will vary according to the size and type of establishment. In small operation the term Head Chef may be used to describe his/her involvement in administrative work and active culinary duties carried out by the head chef.His/her staff must feel the weight of his authority and follow the strict discipline. In general his/her job includes: Administrator in-charge of the kitchen Plans the kitchen elegantly and economically Organizing department training program to maintain the highest professional standard Recruits the kitchen staff in coordination with management Sees the welfare of the kitchen staff Supervise and trains his staff Plans the menus and coordinates in fixing their prices Controls the quality, quantity and the cost of the food Checks spoilage and wastage Lays down the standards and specification on ingredients Takes responsibilities for criticism and correction Indemnifies (protect or compensate against penalties) his staff Co-ordinates with others department of the hotel Informs the staff of the management policies Develop standard recipes Food and beverage meeting

b. Executive sous chef: Represents the executive chef in his absence Makes the duty roster of the kitchen staff Responsible for proper staff rotation and record of absenteeism Acts as a liaison between executive chef and the kitchen staff Ensures smooth flow of dishes from the kitchen Reports to the executive chef

c. Sous chefs 2nd and 3rd: Literal meaning of sous in French language is under or second. So, sous chef is the second in command or deputized for the Executive chef. He is responsible for the physical aspect of the kitchen operations, including supervision of the kitchen staffs. In large catering establishments a number of sous chef are employed, each having clearly defined areas of authority such as banquet production, specialty restaurant, fine dining restaurant. In general sous chefs are responsible for the daily supervision of kitchen and kitchen operation. His/her duties include: Represents the executive sous in his absence Supervises the work of the kitchen Ensures proper presentation and specifications of the dishes Responsible for the physical aspects of the kitchen Does the requisition for direct purchase items Keep records of leave, transfer of kitchen staffs Prepare duty roster and circulate to different sections Involve in planning and conducting training programs for his employee.

d. Chef de parties: Partie in French means part, or a section. Kitchen department is divided into sections and a chef de partie is assigned to each section. Each chef de partie is specialized in their profession, and they are backbone of the kitchen department. They are in charge and responsible to the respective sections. They manage their sections independently and delegate the work to demi-chef de partie and commis under their supervision. The parties system or division of labor under the specialized job was developed by Mr. Escoffier, which still in practice. His/ her duties include:- Reports to the executive chef and sous chef Responsible for food production and waste in his area Trains and supervises personnel in his section Assures conformance of all food production to the standard Controls usage, eliminates wastage with a view to minimize food cost Maintains a high standard of cleanliness in his section Co-ordinates with the other section of the kitchen and all kitchen personnel

e. Commis de cuisine (1st, 2nd and 3rd): The chef de parties are assisted by commis and assistants. They follow instructions from their chef de partie and help them in preparing and cooking dishes. The number of commis may vary with the volume of work. The first commis are usually capable of taking out the responsibility of chef de parties in their absences. They have the knowledge of main dishes and their names in various languages. They have the ability to use kitchen equipment and good knowledge of hygiene. Second commis and third commis are young cooks. His/her duties states as bellows:- Responsible to all the chefs in the kitchen Responsible for the actual preparations of all food items, their accompaniments etc. Prepares the mise-en-place (pre-preparation) of his section Keeps his work area neat and orderly at all times Advises his supervisor no items in short supply and picks up the indented items from the stores Transferable to any section without advance notice, where manpower shortage Exists Accountable for the proper care and handling of all items entrusted to him ingredients, equipment etc. Co-ordinates with all kitchen personnel 1stcommis to train and supervise 2nd and 3rdcommiswhenever required 1stcommis may represent a chef de parties on his off days with prior permission

Apprentice (I apprenti): These are the trainees learning the trade. They are assigned to the different departments under a controlled training scheme. They learn preparation, cooking and serving the food.

2.4.4.3 Various Kitchens at Radisson Hotela. Main KitchenMain Kitchen is responsible for mainly room service and TFC. It contains Chinese, Continental, Indian and Pantry sections. Each section is headed by a Chef. They have a very little time to perform their job given to them. The main kitchen has the highest level of work performance level. Main kitchen is headed by the Executive Chef then there is the supervisor and there by the other chefs. There are four sections under the main kitchen and they are as follows: Pantry SectionIt supplies fresh seasonal fruits, peanuts, wafers for the room services and snacks respectively. It also supplies items like milk, cheese, butter etc. to other kitchen.. All the food items in which application of heat is not used are made here such as salads, sandwich etc. so it is also called cold section. Here application of heat is not used so the risk of food hazard is minimum. Chinese SectionChinese section prepares Chinese food item for buffet, Lunch, dinner and a la carte such as chicken chili, shredded tenderloin, lamb and chicken, different kinds of noodles, tom yam kie soup etc. It also responsible for Thai and Indonesian food items which is available in TFC and Room service menu. Continental SectionThis Section is responsible for preparing continental food items such as grilled items, breast, stewed and poached food. Equipment used in this section: Open Fire Ranges Bain Marie Microwave Oven Salamander Infrared Heater

Indian SectionThis Section is responsible for preparing Indian Dish as per the KOT (Kitchen Order Ticket). Indian Section contains following main equipments: Ranges Tandoor Masala Grinder Chopping Board and Knife with working table

b. Banquet Kitchen Banquet Kitchen is also very important part of food production department. This kitchen deals with the bulk production. Here the food is prepared for the banquet function and ODC (Out Door Catering). Banquet Kitchen prepares food for the banquet parties. It is located near banquet halls, so that the food can be transported easily and safely. As there are big parties or ceremonies held in the banquet kitchen prepares food items the bulk quantity from snacks, salads and main courses. In Radisson Hotel, there is one cold section for preparing salads and the other hot section for preparing snacks and main course of the function. The banquet kitchen plays a vital role in generating revenue through the sales of food in a bulk quantity.

c. Olive KitchenThe Olive Kitchen is the exclusive outlet of the Radisson. The Olive Kitchen mainly focuses on a preparation of continental cuisine as the name suggest. It produces and serves a high quality and standard continental foods. The Olive Kitchen is just beside the olive garden. It serves snacks for the guest. It is one of the most precious outlets of the Radisson, which is totally different from other outlet.

d. ButcheryThe butchery department is located at the basement of the main building. Butchery also functions under the main kitchen, but it also prepares mise-en-place for all kitchens. The butchery is responsible for cutting different types of meat and fish for different types of food items. The butchery prepares meat and fish as well as preparing burger mise-en-place and prepares various packets of processed meat in different plastics weighting 1kg, 2kg, and 5kg so that it can be used for immediate purposes.

e. CommissaryThe Commissary department is located side by side to the butchery department. The commissary department is mainly working for the main kitchen and staff cafeteria. Details checking of the raw vegetable receive are done at the receiving area with respect to its quality, quantity and order requisition. Then the raw vegetables are stored in the cold room at 5 degree centigrade temperature. It daily prepares mise-en-place for main kitchen, coffee Shop kitchen, and banquet kitchen and so on. Cutting of potatoes, French fries, potato layonnaiseetc Preparing julienne for Chinese food items Required processing of seasonal fruit items like orange, watermelon, sweet lime etc. Mise-en-place for the staff cafeteria. Washing the raw vegetables and store in chiller.

f. Coffee Shop Kitchen The Coffee Shop Kitchen is situated in the new building of the third floor. In this building this is only one kitchen which is responsible for preparing breakfast for the new wing guest, room service order are to be make from this kitchen, Terrace garden menu items are also made from this kitchen. This kitchen is responsible for preparing food items for new buildings.

g. Bakery Kitchen Bakery Kitchen is located on the new wing. This kitchen is responsible for preparing of all kinds of baking items such as breads, sponges, cookies, sweet items, dessert, pastries etc. for all food and beverage outlets. The bakery also prepares cake items as per the outsiders and birthday cake for staff. Equipment used in the bakery is; Bread Rolling Machine Dough Mixture Divider Cooking Chamber Hot range Proving Chamber Walk in Chiller etc.

2.4.4.4Analysis of the Food Production Department

Positive Analysis: Found Rechauffe system in proper manner. Some of the staffs were always there in state of giving us some knowledge and also sometimes give us chances to prepare food. We were given chance to experience possible sections.

Negative Analysis: Standard recipes are not followed. Each staffs prepares the same item in different way. The kitchen store was in different floor which made it difficult to fetch the kitchen items. Pick up of food is sometimes too late A fact should be considered that we people are there to learn to build our career on the related field so some opportunity to learn should be provided rather than limiting us on mise-en-place and store carrying.

2.4.5 Introduction to Fitness CentreConveniently located on the 4th floor of the Radisson Hotel Kathmandu, the health club boasts of a gymnasium (equipped with the latest fitness machines from the top manufacturers of the world) ideal for interval, circuit, strength training and toning. The center also has an Aerobic Studio, Steam, Sauna, Jacuzzi rooms and offer various types of massages for ladies and gentlemen. Facilities also include luxurious changing rooms with lockers separate for both sexes.The beautiful outdoor swimming pool is located on the 5th floor. RAD Fitness Center is a wonder place to relax, unwind and de-stress from the rigors of daily life. Amenities provided in the gents changing room Enchanter Perfume Talc Alluring Gatsby Hair Cream Hair Comb Polish Black and brown both

2.4.5.1 Extension NumberReception 7Swimming Pool 1571Gym 1572Cardio 1321Gents changing room 1573Ladies changing room 1575Fitness center office 1503

2.4.5.2 Staff Employed Mr. Buddhi Jung KarkiMr. Prince thapaMrs. ReshmaBalamiMrs. CeaserineMaharjanMr. SushilKapaliMr. AnjanGiriMr. Manish Baiju

2.4.5.3 Hotel guest facilities a. Steam bath A steam bath is a steam filled room for the purpose of relaxation and cleansing. It has a long history, going back to Greek and Roman times, with various theories why it is beneficial. Many steam rooms have different oils that create scents that fill the room, which help to relax, alter moods, ease muscle tension, cure and prevent cold and flu symptoms, combat stress and clear the sinuses. Radisson Hotel uses: Ecoliptas oil 40 to 45degree celcius

b. Sauna A sauna is a small room or building designed as a place to experience dry or wet heat sessions or an establishment with one or more of these and auxiliary facilities. Saunas can be divided into two basic styles; Convectional saunas that warm up the air or infrared saunas may use various materials in their heating area such as charcoal, active fibers, and other materials. 80- 100degree celcius

c. Jacuzzi Jacuzzi is the original name in the luxurious hot tubs and spas.

2.4.5.4Analysis of the Fitness Center Department

Positive Analysis: Free of tension, receiving the calls, transferring and so on. Taking the order and informing the service department, informing the H/K for the required task. It help us to understand the chain of work. We were given chance to experience possible sections.

Negative Analysis: Limited menu items offered in the swimming pool area. Lack of communication between the staff. Left over the work to the interns without any supervision.

2.5 SWOT Analysis of the Radisson Hotel, KathmanduEvery organization has its own way of dealing for achieving success in future. As I had gone under training for six months in a hotel called Radisson rated as a 5 star hotel. During my training phase, I was somehow familiar with the internal and external environment as an important part of the strategic planning process of the hotel. Usually internal is classified as S = Strength and W = Weakness, and External to the organization can be classified as O = Opportunities and T = Threats. Due to SWOT analysis a organization is much capable in functioning smoothly.Somehow the SWOT analysis provides information that is helpful in matching the organizations resources and capabilities to those competitive environment in which it operates, as it is instrumental in strategy formulation and selection.The SWOT analyses of the hotel Radisson are listed as follows:Strength Brand name of Carlson 24*7 hrs. service to the guest Location situated in the center heart of the city High standard and luxurious amenities and accessories Good reputation and meeting the expectation among the customer

Weakness Political Instability Lack of employee and the educational qualification Lack of equipment like trolley, chemicals, machines etc. Lack in refreshing environment

Opportunities New outlets such as Coffee Shop, terrace garden in the new wing Event organizing Appointing trainees from different institutes Adopting new and fast technologies Service rapidly increasing for the guest

Threads Political and Economic instability of the country Union interruption in different functions High competitive market

2.6 Comparative Analysis of the Radisson Hotel Comparative Analysis is the item by item comparison of two or more comparable alternatives, processes, products, qualifications, sets of data, system or the like. Best comparable alternatives or the competitor of the Radisson hotel that I found through the analysis and the research is the 5 star rated chain hotel named SoalteeCrowne Plaza. Whereas some of the nearest competitors are also the Annapurna Hotel, Malla Hotel, Dwarika Hotel, Shangrila Hotel etc. Comparing with the Location:The location of the hotel SoalteeCrowne plaza is quite far from the airport and other urban areas in compare to the hotel Radisson.SoalteeCrowne Plaza is located in the suburbs of Tahachal just 10 minutes away from the city centre and 15 minutes away from the airport. Both the hotel offers free coach transfers to the hotel on request. Area:SoalteeCrowne Plaza, Kathmandu is considered as a legendary landmark within the Kathmandu cityscape and is also the premier hotel of the kingdom. It is spread over the 11 acres of space and surrounded by manicured gardens and with the view of the mountain ranges. Radisson Hotel Kathmandu covers the area of main building as well as the new wing but there is not the close boundry.

Rooms offered:The room facilities offered at both of the hotel are selected with care to ensure that the guests are treated to maximum comforts. SoalteeCrowne Plaza: 283 Superior, Deluxe and Crowne Plaza Club rooms, 8 Executive suite rooms and 7 regal suites, as well as non-smoking rooms are available. Radisson Hotel: 260 operational rooms out of 262 rooms. 160 rooms in the main building,102 rooms in the new wing.160 Superior, Deluxe,Business class club rooms as well as smoking and non-smoking ,100 premium category rooms.

Both the hotels are with the highest prospects of potential customers in the hotel with the high market share and the competition in the terms of quality, quantity is the great rumor.

CHAPTER THREESTUDY METHODOLOGY

3.1 Study MethodologyThe methodology is applied in the systematic, theoretical way to a field of study, so that it is ethical and beneficial. The methodology encompasses during project preparation is both the qualitative and quantitative techniques.The industrial report defines and analyses the subject, evaluate the facts or result of the research presented. For the accurate, concise, clear and well-structured report, I have gone through all the data that I collected from all the departments (primary data), my own personal view and lots of secondary source. Primary data Observation and Self involvement in the work Questionnaire Orientation

Secondary data Official website of the hotel and hotel glossaries Hotel Brochures Annual report of hotel Record maintained by the hotel Magazines and newspapers Older projects of hotel. Previously handover notes and projects. Hotel Books

Hence, the industrial report has been prepared on the basis of my 6 months internship experience and knowledge with the adequate basic knowledge on the particular subject.

CHAPTER FOURSUMMARY, CONCLUSION AND RECOMMENDATION

4.1 SummaryAs far as the learning by observation is concerned, I did learn many techniques of working in each department just by observing from seniors and managers. Herere some things that I observed and experienced to learn on work. I was positioned on the different departments and allow working in hand to hand with the seniors which was more fruitful than the four years theoretical course that I gained in the college. So as to summarize, the Radisson hotel is one of the best hotel in Nepal which offers the exceptional service to the customer. Yes I Can is the philosophy that everyone works for Radisson lives by. Its the attitude we bring to work at. Positioning in the particular department for the specific periods doesnt mean that you wont be working on others if needed. All the departments are closely inter-related to each other and working on each department boost up the confidence and enthusiasm on the working area.

4.2 ConclusionThe Internship Exposure makes me realize that theoretical education is not enough to allow graduates to perform at a higher level. In the real floor, analytical skills are not enough. Students must have both theoretical as well as practical knowledge. By effectively using internships, students will increase their skills and make them valuable in the job market. Their employers will benefit as well, and they can increase the efficiency of their businesses.I came to believe that a successful person needs to have professional, strong and good public speaking skill since their job scope includes them with large amount of communication imperative to verbal and written communication. A person also needs to possess creative skill and reinventing himself in order to survive in the dynamic environment. We also need to have a good people skill, which we should be able to communicate as well as interact with other working professional including pals and clients of the hotel.The internship I have just went through have made up my mind that hospitality industry is my cup of tea, and the passion that I instill since secondary school really reinforce me to involve in this industry. I will definitely pursuing my career in hotel. I believed that one day I will achieved personal goal.

4.3 RecommendationOn the basis of my analysis and findings, Iwould like to draw the following recommendation for further enhancement of the business of the Radisson hotel: Goal Interdependency: All the staffs, from the manager to the employee. They are more focused on their own particular goal to complete. So its being more difficult to achieve the one particular goal of the hotel i.e. quality achievement. Lots of conflict is experienced. Its very difficult to find the one men army but still the tradition is followed. Specialized person on the particular job should be adjusted rather that the rotation of the job on the months basis. Younger generations are the global hospitality leader. The concept lacks among most of the senior employee. They treat themselves as the superior leader and thats the problem on few younger generation employees on the hotel. Older techniques, older way is not achieving the new need of the customer satisfaction.

BIBLIOGRAPHY

Personal Involvement in the hotel Information collected from different departments and staffs of hotel Hotel Brochures and Websites http://www.radissonhotel.com.np/ http://www.booking.com/hotel/np/radisson.html http://en.m.wikipedia.org/Radisson_hotels http://www.tripadvisor.com/hotel_ReviewBooksBasanta Prasad Joshi and RoopeshShrestha, Fundamental of Hotel Management (SukundaPustakBhawan), 1st ED, 2005

APPENDICES

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