The Overall Service Activities of Food and Beverage Service Department at

FOUR POINTS BY SHERATON Dhaka

Introductory part

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1.1 Introduction
th
The hotel industry was organized in the 6 century BC. A hotel is hospitality. Any 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. Though the people who came to the hotel are basically customers they are called guests
and travelers as such because the hotel industry is the service industry. The relationship between
the guest and staff must be formal in nature. ‘The guest always right even if he /she is wrong’.
The British law defines a Hotel or inn as a place where a bonfire 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.
Therefore a hotel must provide food and beverage and lodging to travel on payments and has in
turn the right to refuse admission if the traveler is drawn, disorderly, and unkempt or is not in a
position to pay for the service.

The history of hotels is intimately connected to that of civilizations. Or rather, it is a part of that
history. Facilities offering guests hospitality have been in evidence since early biblical times.
The Greeks developed thermal baths in villages designed for rest and recuperation. Later, the
Romans built mansions to provide accommodation for travelers on government business. The
Romans were the first to develop thermal baths in England, Switzerland and the Middle East.
Later still, caravanserais appeared, providing a resting place for caravans along Middle Eastern
routes. In the middle Ages, monasteries and abbeys were the first establishments to offer refuge
to travelers on a regular basis. Religious orders built inns, hospices and hospitals to cater for
those on the move. In France, at the beginning of the fifteenth century, the law required that
hotels keep a register. English law also introduced rules for inns at that time. At the same time,
around 1500 thermal spas were developed at Carlsbad and Marienbad. During this epoch, more
than 600 inns were registered in England. Their architecture often consisted of a paved interior
court with access through an arched porch. The bedrooms were situated on the two sides of the
Courtyard, the kitchen and the public room at the front and the stables and storehouses at the
back. The first guide books for travelers were published in France during this period. An

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embryonic hotel industry began to develop in Europe. Distinctive signs were hung outside
establishments renowned for their refined cuisine. At the end of the 1600s, the first stage
coaches following a regular timetable started operating in England. Half a century later, clubs
similar to English gentlemen's clubs and masonic lodges began to appear in America. In Paris
in the time of Louis XIV, the Place Vendome offered the first example of a multiple-use
architectural complex, where the classical façades accommodated boutiques, offices,
apartments and also hotels.

The industrial revolution, which started in the 1760s, facilitated the construction of hotels
everywhere, in mainland Europe, in England and in America.

In New York first of all, and then in Copenhagen, hotels were established in city centers.

At the beginning of the 1800s, the Royal Hotel was built in London. Holiday resorts began to
flourish along the French and Italian Riviera.

In Japan, Roan guest houses sprang up. In India, the government-run Dark bungalows provided
reliable accommodation for travelers. The Tremont House in Boston was the first deluxe hotel
in a city Centre. It offered inside toilets, locks on the doors and an "à la carte" menu. The Holt
Hotel in New York City was the first to provide its guests with a lift for their luggage. In 1822,
in Venice, a certain Giuseppe Dal Neil transformed an old palace into a hotel and gave it his
name, "Le Daniela". As trains began to replace horse-drawn transport, highway inns for stage
coaches started to decline. During this period, the Shepherds Hotel in Cairo was founded, the
result of a complete transformation of an ancient city-center harem. D'hôtel des Barguest was
built in the spring of 1834 on the shore of the Lake of Geneva. One of its founders, Guillaume
Henri Detour, became a famous Swiss general. In 1840, d'hôtel des Trios Coronas was
established in Vesey in Switzerland and the Bauru au Lac in Zurich, fully refurbished since
1995. In New York, the New York Hotel was the first to be equipped with private bathrooms.
The "Bayerischer Hof" was built in Munich in 1841, followed in 1852 by the
"VierJahreszeiten". These two famous establishments were completely renovated after the
Second World War.

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1.2 History of the Hospitality Industry

The earliest accommodations were generally family-owned, with families providing not only
lodging but also food and drink for weary travelers. The early days of leisurely travel were
generally reserved for royalty and the very wealthy, although some travels were taken as a part
of an education process or religious requirement. In fact, European monasteries were frequently
used for lodging during the middle Ages. These basic trends continued for some time, until
modern transportation lowered the cost of travel enough to fit the within the budget of the less
wealthy. The word 'hospitality' was used before the word 'tourism.' Tourism was used to describe
individuals traveling away from home beginning in the 1700s. The industrial revolution in
England, along with the creation of more modern modes of transportation such as steamships and
railways, made traveling easier and more common. By the middle of the 1700s, the term hotel
came to be used for lodging in Europe, replacing the old idea of inns or taverns there. However,
lodging facilities in America were gaining popularity as inns. The first known travel agency,
started by Thomas Cook in England, appeared in the mid-1800s and offered a package that
included railway tickets and an accompanying tour book. A few years prior, the modern hotel
industry got going in the United States, with the opening of The City Hotel in New York in
1794.Before that, travelers might've stopped by a tavern-like business for a bite to eat or drinks
in Boston, the site of the first American coffeehouses. However, it was during the 1800s that the
first establishments that resemble modern restaurants were opened in Paris, France. These
restaurants, which catered to a wealthy clientele, were vastly different than the taverns and inns
that provided food to travelers.

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1.3 Objective of the Report

1.3.1 Broad Objectives

The broad objective of this report is to discuss about the service culture of FOUR POINTS BY SHERATON
Dhaka.

1.3.2. Specific Objective


To discuss about service area of FOUR POINTS BY SHERATON Hotel

To discuss about others department.

Discuss different services of Food and Beverage department

To provide a detailed functions of Food and Beverage Service department

Present Service Culture of Food & Beverage Department

1.4. Scope of the Report

The scope of the report confined within the periphery of Food and Beverage Service Department.

1.5 Methodology

The data of this study has been collected through secondary sources. For the secondary sources
different journals, articles, report publications and internet etc. has been also reviewed. In order to
make the report more meaningful and presentable, two sources of data and information have been used
widely. Those are:

1.5.1 Primary Data:

Primary data has been collected from the individual by face to face interview. Also oral
conversation has been done with different employee of the company.

Theoretical knowledge

The primary sources include interviews with the Employees.

Face to face conversation with the employee

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1.5.2 Secondary Sources:


Various books, magazine, articles etc.

The Internet was also used as a theoretical source of information by browsing their website
address.

Website of the company

Some unpublished information.

Policy of the Food & Beverage Service Department

1.6 Limitations

During my internship I faced some limitation for making this report. I was following problems
that may be termed as the limitation of the report. Hotel policy of not disclosing some sensitive
data and information for obvious reason posed an obstacle to the practical orientation that could
be very much useful.

During the duty time it is not easy to take a short note.

Difficult to gather information from separate outlet

Some area is restricted for trainee

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Organizational part

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2.1 Organization Details

FOUR POINTS BY SHERATON is an upper scale hotel in Dhaka city. Its run their operation very
successfully.

2.1.1 A Brief Overview of FOUR POINTS BY SHERATON Dhaka

FOUR POINTS BY SHERATON Dhaka is a brand from Marriot Hospitality Group. Proud of our Asian
roots, 4 points by sheraton brings to life the colors and rhythms of Asia, creating experiences that
embody the spirit of local culture as well as enhancing the renowned tradition of Asian
hospitality. With a network properties, 4 points embodies a vision of contemporary Asia. For
over four decades, the 4 points brand has emerged as a leader in the leisure and the
MICE/corporate markets, featuring quality rooms, world-class facilities and high standards of
service.

FOUR POINTS BY SHERATON Dhaka is the most luxurious 5-star hotel in Bangladesh. It is situated
in the diplomatic and commercial area of the city which is 20 minutes away from the airport. The
hotel itself is twenty seven storied high. It has 134 rooms. FOUR POINTS BY SHERATON Dhaka
Hotel offering an outdoor swimming pool and a fitness center Free Wi-Fi access is available.
Each modern air-conditioned room here will provide you with a flat-screen satellite TV, seating
area and a minibar. Featuring a shower, private bathroom also comes with a hairdryer and free
toiletries.

At FOUR POINTS BY SHERATON Dhaka guest will find a 24-hour front desk service. Guests can
pamper themselves at the massage parlor. Other facilities offered at the property include luggage
storage. The property offers free parking.

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The popular attractions like the Ahsan Monjil, Dhakeshwari Temple and the Lalbagh Fort are
within 11 km. The Dhaka Railway Station and the Hazrat Shahjalal International Airport are 8
km.Dining highlight includes a multi-cuisine restaurant, Amaya. Room service is available
throughout the day.

st
The hotel was officially opened in 1 July 2014 by the Soft Opening of the hotel. Today the
Hotel has established itself as one of the leading hotels in terms of revenue, service and quality.
In the field of the hospitality industry of Bangladesh FOUR POINTS BY SHERATON Dhaka is a
world class property which offers international standard service to all its guests.

2.1.2 FOUR POINTS BY SHERATON

FOUR POINTS BY SHERATON is an international hotel chain owned by Marriott International. Proud
of its Asian roots, FOUR POINTS BY SHERATON creates memorable experiences that embody the
spirit of local culture as well as enhancing the renowned traditions of Asian hospitality. With a
network of properties, FOUR POINTS BY SHERATON offers a vision of contemporary Asia. Every
FOUR POINTS BY SHERATON property shares the flavors and texture of its setting. So whether
travelling for business or pleasure, guests will discover contemporary spaces alive with energy
and zesty menus designed to share with family and friends. FOUR POINTS BY SHERATON culture is
built around four key pillars aimed to provide guests with culturally enriching and memorable
experiences:

Connected to Asian culture – guests are provided with a revitalized view of contemporary
Asia

International standards – reliable quality and service that can be trusted

Straight from the heart – informed and down-to-earth service from genuine and caring team
members


Embracing and sharing experiences – specially designed spaces, activities and menus so
guests can come together is expanding across the region with launches planned in the coming
years in India and Indonesia.

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2.1.3 FOUR POINTS BY SHERATON at a glance

Offering: Hotels, resorts and residences

Number of rooms: 120+

Market segment: Mid- to upscale

F&B: A minimum of one full-service all-day dining restaurant, one specialty outlet, lobby, pool
bar or cocktail lounge

Meeting facilities: Ballroom and breakout area as per market demand, a dedicated business
center with library feel designed for productivity and relaxation, and a minimum of two ‘Idea
Rooms’ to stimulate innovative thinking

Leisure facilities: Fully equipped health club, Spa and swimming pool

2.1.4 Location of FOUR POINTS BY SHERATON Dhaka

Address: 6/A North Avenue, Commercial Area, Gulshan-2 Dhaka 1212.

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Fig: 2.1.4 (Location of 4 points of Sheraton Dhaka)

2.1.5 Organogram of FOUR POINTS BY SHERATON Dhaka

Fig: 2.1.5 (Organogram of 4 points of sheraton Dhaka)

2.2.1 Core Values of FOUR POINTS BY SHERATON

Our Core Values represent our identity in the way we think, the way we do things, the way we
treat our customers and the way we treat our colleagues. Our values are the foundation of which

we are - the guiding principles of MARRIOT INTERNATIONAL.

Fig: 2.2.1 (Core Values)

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Fig: 2.2.1.2(Core Values)

2.2.2 FOUR POINTS BY SHERATON Mission Statement

Enriching the experiences of our guest, Team member and business partners through the right
brands, network, standard support and culture.

2.3 A Successful History of FOUR POINTS BY SHERATON


1927- 1956: It all began with an A&W root beer stand. Founder J. Willard Marriott and
his wife, Alice, got their young business off the ground by quenching people’s thirst
during Washington D.C.’s hot, muggy summers. Good food and good service at a fair
price became a guiding principle for Hot Shoppes restaurants--and for Marriott
International as it grew.

1957- 1985: Marriott made a historic shift into the hotel business in 1957. The
world’s first motor hotel opened in Arlington, Virginia, under the management of J.
Willard Marriott’s son, Bill. Over the next 25 years, Marriott became a diverse
global enterprise, and Bill Marriott became a visionary CEO whose leadership
transformed the hospitality industry.

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
1986 - 2011: One company, many brands--that's the innovative model that Marriott began
building in the late 1980s. From pioneering the extended-stay business to launching
distinctive brands geared toward the business traveler to increasing its presence overseas,
Marriott International broke new ground in its quest to become the #1 hospitality company in
the world.

2012 & Beyond: Today we are on a mission to shape the future of travel through
technology and innovation. From mobile check-in and lobby Great rooms to
transforming the meeting experience with our Red Coat Direct app, we are making
travel more brilliant for our guests.

2014: FOUR POINTS BY SHERATON is opened as a chained hotel of Marriot
International.


2016: Four Points By Sheraton unveiled its new tower, which includes deluxe and premier
suites and rooms, Oasis lounge, Wrapped coffee shop, The Beast Grill, Sky Deck as well as
numerous banqueting facilities. Guests can now kick back, relax and enjoy the brand's

promise of uncomplicated comfort for a worry-free stay.

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2.4.1 A Brief Overview of Food & Beverage service Department

Food and Beverage Department is one of the vital parts of hotels. This department is directly
related with guest service. Four points by sheraton Dhaka has 6 upper class restaurant and one
bars under this department. Restaurants are- Wrapped, The Oasis, The Eatery, Banquet, The
Beast, Panash. Restaurants offer Asian cuisine and Italian, International cuisine to the guests
with various delicious dish and bars offer the renowned branded beverages which make guests
smiley and satisfy. With all day dinning, this is a place for a hearty breakfast or even a casual
meal of a special celebration with an array of scrumptious international buffet. In opening hours
of the restaurants and bars, guests can have foods and beverages in their fashionable way at any
time. The service personnel of the restaurants are very much efficient and cordial with the guests.

2.4.2 Department Details

Food and Beverage service department is a very strong Department in Four Points By Sheraton
Hotel.

2.4.3 Food & Beverage Service Area

Food and Beverage service area is that place where food and Beverage are served to the guest.
For example restaurant, coffee shop, bar, banquet etc. Guest comes to this place to consume food
and beverage in different time. So service area should be standard and well decorated.

2.4.3.1 The Eatery

The Eatery is the Mother Restaurant of Four Points By Sheraton Hotel. It is one of the busy
restaurants in the town. Eatery offers Buffet and A la carte. There are five types of cuisine in
Buffet. They are Thai, Chinese, Japanese, India and Italian. There are five types of cuisine in a la
carte. They are Thai, Chinese, Japanese, India and International Items.

Opening hour

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Breakfast 6.30- 10.30

Lunch 12.30- 15.30
Dinner 18.30- 22.30
A la Carte 10.30- 22.30
Family Brunch on weekends (Friday) 11.30- 16.30
Family Brunch on weekends (Saturday) 11.30- 16.30

th
Location : 24 floor
Capacity : 150-170 Seats
Extension Number : 3031 & 3032
Type of Food : Thai, Chinese, Japanese, India and Italian Available Service.

Service Timing
Buffet Breakfast 06:30-10:30
Buffet Lunch 12:30-15:30
Buffet Dinner 18:30-22:30
Buffet Brunch 11:30-16:30
A la carte is also available

Payment Method

a) By Cash : Only Local Currency.

b) By Credit Card: Masters Card, Visa Card, Amex Card, Club Member Card, SCBL,
BRAC and NBL.

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Fig: 2.4.3.1(The Eatery Picture)

2.4.3.2 Bar

This is an exclusive Bar with live entertainment. It offers the various good branded wine and
hard drinks which make you enjoyable within a time. You can enjoy yourself in a way with the
live music adjustment with the environment. You will be treated with utmost hospitality with full
of entertainment which must make you happy.

2.4.3.2.1 The Beast

th
Beast is basically a Live Italian Cuisine. It is located in 26 floor and capacity 60
packs. Opening Hour: 4p.m- 01.a.m. Also have live music performance by
international in house band.

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Fig: 2.4.3.2.1 (The Beast Picture)

2.4.3.2.2 The Panash

The Panash is a rooftop bar and Restaurant. It’s a very busy bar in Dhaka. Be entertained at a
cheerful venue with a large choice of superior beverages, innovative snacks and live music
performance by international in house band. Our new theme and ambiance will take you to a
world of rapture like no other venue in town.

Opening Hours: 4.00p.m-2.00a.m

Location: Rooftop

(The Panash Picture)

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2.4.4 Meeting & Banquets

2.4.4.1 The Banquet Hall

The Banquet Hall is the largest ballroom in Four Points By Sheraton, Dhaka. It’s accommodating
at a time up to 220 pax. It’s located at Ground floor.

Maximum Capacity –
Theater Style: 350 people
Round Table: 220 people

Ballroom

2.4.4.2 The Wrapped

st
The Wrapped located at 1 floor. It’s a coffee and Ice-cream Restaurant.

Maximum Capacity –
Round Table: 40 people

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The Wrapped
Picture

2.4.4.3 The Oasis

The Oasis is basically a Bar.
Maximum Capacity –
Theater Style: 70 people
Round Table: 90 people

(The Oasis Picture)

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2.5 Kitchen of the Four Points By Sheraton Hotel

Kitchen is the main source of cooked delicious foods. Chefs are always busy there to cook food,
bake cake and pastry and to ready the ingredients in a proper way to make foods. They cook
food hygienically and serve it in a way that guests wow for them.
There are four types of kitchen at Four Points By Sheraton Hotel and that are-

Main kitchen

Cold kitchen

Pastry Kitchen

Live Kitchen

2.6 Services and Facilities of Four Points By Sheraton Hotel

2.6.1 Front Desk Services


24-Hour Front Desk

Express Check-in/Check-out

Currency Exchange

Tour Desk

Baggage Storage

Concierge Service

Lockers

2.6.2 Cleaning Services

 Laundry
 Dry Cleaning

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 Ironing Service
 Shoeshine
 Suit Press
 Daily Housekeeping

2.6.3 Business Facilities


Meeting/Banquet Facilities

Business Center

Fax / Photocopying

2.6.4 General Facilities


Room Service

Newspapers

Non-smoking Rooms

Elevator

Safe

Packed Lunches

Car Rental

Air Conditioning

Designated Smoking Area

2.6.5 Policies
 Check-in: 14:00 pm

 Check-out: 12:00 pm

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2.6.6 Six Reasons to Choose Four Points By Sheraton Hotel

 Low rates
 Manage your bookings online
 13 independent reviews
 The staff speaks English
 Booking is safe.

2.7 Necessary F&B Service Equipment

There are six basic technical skills. These are:


Holding a service spoon and fork

Carrying plates

Using a service salver

Using a service plate

Carrying glasses

Carrying trays

2.8 Different Departmental Duties and Responsibilities

2.8.1 Front Office Department

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The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting
hotel patrons and checking in guests. It also provides assistance to guests during their stay,
completes their accommodation, food and beverage, accounts and receives payment from guests.
FRONT OFFICE - is the "nerve center" in the entire hotel operations. All the transaction passes
through within this department. The Front Office Department comprise of the Reception, Guest
Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation
Center and Business Center.

The purpose of the Front Office Department is to provide guests assistance with luggage,
transportation, information concerning the hotel and the city, and any other service arrangements
needed during their stay. Employees of the Front Office Department often provide the first and
last impression of the hotel to our guests. It is therefore vitally important that employees display
a prompt and courteous attitude to all guests and demonstrate the excellence in service.

2.8.2 Sales and Marketing Department

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High competition among the hotels, need the competent team of Sales and Marketing to promote
the product among the competitors.

Main Responsibilities

- Responsible for building the image of the organization among the customers

- Responsible for putting up a effective sales and marketing plan

- Responsible for carrying out market research product development campaign etc.

- Responsible for finding new segment in market- Responsible for bringing business and helping
out finance department to achieve the set targets

2.8.3 Department of Human Resources and Management

The mission of the Department of Human Resources and Management (DHRM) is to provide
quality corporate governance and human resource management systems; to perform with
integrity, innovation, and responsiveness, and deliver excellent customer service to the
Commission, its employees, elected and appointed officials and the communities served in the
bi-county region. The Department provides executive and operational leadership through a set of
best management practices, recommends policy, and establishes administrative procedures,

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including internal controls for efficient and effective operations. The Executive Director provides
executive functions for the Commission and also oversees the work of DHRM.

2.8.4 ENGINEERING / MAINTENANCE

The Engineering, Maintenance and Facilities departments play an important role in maintaining
a safe and fully functioning facility while ensuring compliance with various federal, state and
local environmental, health, safety, operating and building codes, standards and regulations.

Engineering is responsible for the maintenance and repair of the physical building and all of
its features, including:

Day-to-day system operation and maintenance routines

Preventive maintenance

Minor and major repairs and improvements

Support for other operating departments and guest activities

There are various heads under which maintenance work is done:

Electrical work – Air conditioning and heating, fused bulbs, lights and lamps that are not
functioning, defective plugs and plug points, short circuits and faulty geysers, refrigerator
and mini bars fall under this category.

Boiler work – This is necessary to maintain a supply of hot water to guestrooms.

Mechanical work – This entails repair or replacement of any faulty equipment, such as
vacuum cleaners, ice-cube machine and so on.

Plumbing work – this deals with faulty faucets, showers, drainage systems, water closets and
so on.

Civil work – Any masonry work comes under this head.

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2.8.5 Housekeeping

Hotel housekeeping departments ensure clean, comfortable and nice environment for their guest
and associates. Hotel housekeeping departments can be considered hotel ambassadors because of
their dedication and responsibility in maintaining the hotel's image. Housekeeping performs
detailed work in guest rooms and hotel areas to provide a clean, comfortable environment for
hotel guests to enjoy. Thorough cleaning and organizing public spaces, housekeeping
departments ensure that what the guests see and experience result in a positive impression of the
property. Some activities of Housekeeping department are given bellow


Guest Room – Cleaning, maintenance, follow-up with the guest request.

Public Area-- Cleaning, maintenance, follow-up the total public area of the hotel.

Laundry –Washing, pressing, and folding the guest and associate cloth.

Outfit-Linen & Uniform we can collect from that place.

Lost & Found

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Report Part

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3.1 Food & Beverage Service

Food and Beverage service department in a Four Points By Sheraton Hotel, Dhaka. This
department plays a vital role in hotel revenue.

3.2 The service culture of Food & Beverage Department

The present service culture of this hotel is according to international standard. They follow their
chain standard. The food and beverage service department follows the standard of operation
procedure (SOP). They offer 6 restaurants and 1 bars. The Eatery is the mother restaurant of this
hotel. Its offer buffet and A la carte menu. Basically The Eatery offers 4 Asian and Italian
cuisines in Buffet. The four basic Asian cuisines is Thai, Chinese, Japanese and India. In the A la
carte. they

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have four Asian cuisines with some of the International items. The Eatery restaurant run their
operation from 6.30 a.m to 10.30 p.m. The in house guests do their complimentary breakfast in
this restaurant. The breakfast price is 1600++, lunch price is 2038++ and dinner price is 3900++.
They have brunch in every Saturday and its price is 2400++. They have buy one get one
complimentary offer in SCBL, BRAC, AMEX and NBL credit card. The Wrapped is basically
the coffee shop. They only sale the A la carte menu. IRD service basically runs from The Eatery.
The Panash is a rooftop open bar & Restaurant. Under 18 years is not allowing in the bar. The
Beast is private room Restaurant.

3.3 The Wrapped

The Wrapped is basically coffee shop. Wrapped offer different types of snacks and High tea
items. Some of the Bangladeshi food is also available here. This lounge also operate the in room
dinning operation. They take order from the room and deliver the food or beverages in a very
short time. This lounge also provide the welcome drinks to the guest.

Opening Hour: 24 Hours

Location : Lobby level
Capacity : 50-60 Seats
Extension Number : 712
Type of Food : Snacks and Bangla Food, A-la- crate menu

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Wrapped Picture

3.3.1 In Room Dinning Service

3.3.2 Order Taking


Answer the phone with in 3 ring

Greet the guest by the time

Noted the order carefully

Repeat the order

Take appropriate time for serving food in the room

3.3.3 Key In The Order On Micros

 Sign in the Micros
 Press room no
 Press No of guest
 Press the items
 Double check before print the bill

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
Print the bill, and the bill will be put in bill holder with Hotel pen, make sure it clean and
good condition.

Check with kitchen; make sure the kitchen receive the captain order

3.3.4 Prepare Tray


Trays are clean and good condition

Flower vases are cleaned and Flowers are fresh

Salt and Pepper shakers are cleaned and working well

Chop sticks and cover are good condition ( if applicable or only for local guest )

Cutleries are cleaned and prepare according to food ordered and No of guest

All the napkin are folded right shape and well pressed

Prepare sauce and condiments with cover

Prepare bread, butter ensure butter and jams are sealed and up to date

BB plate and butter knife are cleaned and good condition

Placemat is clean and well pressed

Ensure food cover is clean

Ensure bread basket is clean and in good condition

Ensure removal card is clean and good condition

3.3.5 Prepare the Food

Get all cold food first before hot food, except ice cream must pick up at last
Check the correct food item, correct Chinaware and clean, Garnish, ingredient with the captain
order / kitchen print.

Ensure that the cold food is below 5 degree C and hot food is above 60 degree C.

Make sure all the food must covered

Ensure hot food put in warmer.

Double check any missing before to transport.

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3.3.6 Serving in Guest Room


Knock firmly three times on the guest’s door (Door bell )

Announce yourself

Speak quietly, especially in the early morning hours or late at night.

Wait 10 seconds for guest to respond.

If there is no response then press the doorbell gain and wait.

If there is still no answer, use the floor pantry phone to call Private Dining to check the room
number.

If guest is in, wait until guest opens the door and be prepared to call the guest by name.

Introduce myself “Good morning Mr. Michiel. My name is Maruf, this is your breakfast
order/lunch or dinner. May I enter and serve your breakfast.”

If the guest is not in his room after calling, Private Dining associate should notify
Housekeeping to open the door and collect trays/trolleys.

After clearing, check the cutlery according to the list, then make a record in the clearing
check list send soiled cutlery to the stewarding area.
3.4 Required skills for F&B Service in Four Points By Sheraton Hotel
There are six basic technical waiting skills. These are:

Holding a service spoon and fork

Carrying plates

Using a service salver

Using a service plate

Carrying glasses

Carrying trays

3.4.1 Holding a Service Spoon and Fork

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
The purpose of the service spoon and fork is to be enabling the waiter to serve food from a
dish on to the guest plate quickly and present it well.

The ends of the service spoon and fork should be positioned in the centre of the palms of the
serving hand as illustrated.

The service fork should be positioned above, or on the top of, the service spoon.

The service spoon id held firmly in position by the fingers of the serving hand other than then
forefinger.

The forefinger or index finger is used together with the thumb to hold the handle of the
service fork.

Note that the spoon and the fork should be held close to the tips of the fingers to allow the
best possible maneuverability.

Using this method I am able to pick up food items from the serving dish in between the
service spoon and service fork, and at the same time manipulate the service fork to mould
with the shape of the items being served.

There are, of course, occasions where two service forks may be used, or a slice, as this makes
the service of the food item concerned more efficient.

3.4.2 Carrying Plates

This skill is necessary in carrying plates of pre-plated foods as well as for clearing. To be able to
clear correctly ensures speed and efficiency around the table, avoids the possibility of accident
and creates minimum inconvenience to guests. In term it also allows to stacking of directs neatly
and correctly in the sideboard with the minimum delay. The correct clearing techniques enable
more to be clear. In less time and fewer journeys between sideboard and table. In the long term
this speeds up the eating process and allows for greater seat turnover.

3.4.3 Using a Service Salver


A service salver is a round, silver or stainless steel, tray with a napkin on it. It may be used in
a number of ways

For carrying clean glasses and removing dirty glasses from a table

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 For removing clean cutlery and flatware from the table
 For placing clean cutlery and flatware on the table
 For placing coffee services on the table
 As an under flat when silver serving vegetables

3.4.4 Using a Service Plate


A service plates is a joint plate with a napkin upon it. It has a number of uses dealing the
meal service.

For removing clean cutlery and flatware from the table

Fork Lessing clean cutlery and flatware on the table

For crumbing down after the main course, or any other stage of the meal if necessary

For clearing side plates and side knives

3.4.5 Carrying Glasses


When I carrying clean glasses on the service salver, I placed the right way up to reduce the
risk of them toppling over. I place the glass at the top right-hand corner of the cover and the
correct way up. To ensures that the bowl of the wine glass is not touched.

3.4.6 Carrying trays


I carrying food from the kitchen to the restaurant by the trays.

It used to Service in rooms and lounge.

It also used for Clearing from tables ( when customer is not seated at the table )

I used the trays for Carrying equipment’s.

3.4 Chinaware

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This skill is necessary in carrying plates of pre-plated foods as well as for clearing. To be able to
clear correctly ensures speed and efficiency around the table, avoids the possibility of accident
and creates minimum inconvenience to guests. In term it also allows to stacking of directs neatly
and correctly in the sideboard with the minimum delay. The correct clearing techniques enable
more to be clear. In less time and fewer journeys between sideboard and table. In the long term
this speeds up the eating process and allows for greater seat turnover

3.4.1 Chinaware Serving Items:

There are wide ranges of chinaware serving items and their sizes vary according to the
manufacturer and the design produced. Recent developments in chinaware include the ovenproof
ware (dishes, casserole and cocotte dishes), which allow food to be brought straight from the
oven to the table.

3.4.2 Chinaware Name:


Dinner Plate 31cm

Dinner Plate 27cm

Dessert Plate 21 cm

B & B plate 17 cm

Coffee Mug color

Espresso Cup

Espresso Saucer

Coffee Cup

Coffee Saucer

Butter Pad

Creamer 15 (s)

Creamer 30 (L)

Sauce Boat (s)

Sauce Boat (L)

Sugar Tray (Rectangular)

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
Coffee Pot 35

Tea Pot 40

Salt Shaker

Pepper Shaker

Ashtray

Soup Cup

Soup Saucer

Cereal Bowl 20cm

Cereal Bowl 17cm

3.5 Cutlery or Flatware


The purpose of the service spoon and fork is to be enabling the waiter to serve food from a
dish on to the guest plate quickly and present it well.


The ends of the service spoon and fork should be positioned in the centre of the palms of the
serving hand as illustrated.

The service fork should be positioned above, or on the top of, the service spoon.


The service spoon id held firmly in position by the fingers of the serving hand other than then
forefinger.


The forefinger or index finger is used together with the thumb to hold the handle of the
service fork.


Note that the spoon and the fork should be held close to the tips of the fingers to allow the
best possible maneuverability.

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
Using this method I am able to pick up food items from the serving dish in between the
service spoon and service fork, and at the same time manipulate the service fork to mould
with the shape of the items being served.


There are, of course, occasions where two service forks may be used, or a slice, as this makes
the service of the food item concerned more efficient.

3.5.1 Flatware Name


Soup Ladle

Gravy Ladle

Punch Ladle

Service Spoon

Service Fork

Salad Tong

Cake Tong

Scissor Tong

Ice Tong

Cake Server

Table Knife

B & B Knife

Dessert Knife

Fish Knife

Steak Knife

Cake Knife

Table Fork

Dessert Fork

Fisk Fork

Oyster Fork

Tea Spoon

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
Demitasse Spoon

Table Spoon

Dessert Spoon
3.6 Glassware Name
There are many kind of glass is used in the hotel. These are:-

Water Glass

Juice Glass

Beer Glass

White Wine Glass

Red Wine Glass

Water Goblet

3.7Duties and Responsibilities Performed During Internship


Attend the office at least 15 mints ago and wear dress which depend on where is my duty.

Sign the attendance sheet.

Attended the briefing to know what is myduty today

Folded the napkin everyday which is used by guest.

Do the misc-en place every day.

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
Inform the manager when I left my office.

I always tried to follow the Team Leader order.

Collect the cutleries

Collect the glasses for the operation

Floor clearance

Wipe all the lounge table

In room dinning tray set up

Napkin pocket setup

Fruits pickup from the cold kitchen

Receive various products from the store keeper

Room service

Providing welcome drinks

Making various types of juices

Clean the juice machine

Deep clean the coffee machine

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Concluding Part

4.1 Findings

 During my training period I found that, Food and Beverage Department is very strong in
Four Points By Sheraton Hotel.

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
Most of the waiter are very much experienced and qualified in Food and Beverage service
department.

All the staffs are following some rules and regulation which is provided by Four Points By
Sheraton Hotel, Dhaka, Food and Beverage service Department.

The hotel authority is very much committed to their guests.

They are always trying to maintain their standard of service.

They are providing high quality of services in their rooms.

Everyone is very much helpful.

When I did any mistakes in my work they tried to teach me.

I gained knowledge about service from Senior Waiter especially from my supervisor.

Senior Waiter provided me huge information from their practical knowledge.

4.2 Recommendations

Four Points By Sheraton Hotel is running their operation very smoothly. But I have some
recommendations to run it more successfully.

Increase staff Facility

Professional from hospitality background should be recruited

Avoid communication gap among the staff.

Give the more facilities for trainees.

Should be increase awareness about personal hygiene.

New well trained employee should be recruited.

Establish quick get order and serve the food for feeling the guest satisfaction.

4.3 Conclusion

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In this report I have tried to give all the information related to Four Points By Sheraton Hotel,
which was gathered during the time of doing practical work in the Food and Beverage Service
department. In this report I emphasized on the basis of overall activities of Food and Beverage
Service department where do I worked practically. It is a great and worthwhile experience for me
to work in Four Points By Sheraton Hotel which is an international Brand Hotel. The entire
assigned work has given me an overall idea of Food and Beverage Service Department and its
proper activities.On the other hand I have learned many different things that have no similarity or
I haven’t found earlier in my life. There is no doubt it was a splendid opportunity for me to do
my practicum in such a renowned five star hotel, which has enriched my theoretical and practical
knowledge a lot and it will really help me in the near future to do my job perfectly. I feel proud
to be part of such a renowned international chain organization.

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Appendix part

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5.1. Works Cited

MARRIOT INTERNATIONAL Hospitality Group

www.hotelinformation.com
www. fourpointsbysheratonhotel.com
https://www.marriot-hospitality.com/about-4points/

https://www.starwoodhospitality.com/development/ourbrands.aspx．

https://www.marriot-hospitality.com/．

https://www. .marriot-hospitality.com/development/our brands.aspx．

https://www. .marriot-hospitality.com/development/core values.aspx．

https://www. .marriot-spitality.com/development/team-services.aspx

https://www. .marriot-hospitality.com/development/our-philosophy.aspx

http://en.wikipedia.org/wiki/4points_Hotels_and_Resort

https://www.marriot-hospitality.com/development/portfolio.aspx

https://www.marriot-hospitality.com/social-

responsibility/foundation.aspx．

5.2 Abbreviation


IUBAT- International University of Business Agriculture and Technology

BATHM- Bachelor of Arts in Tourism and Hospitality Management

F&B- Food and Beverage

BAR- Beverage Alcohol for Restaurants

SOP- Standard Operating Procedure

SCBL- Standard Charterd Bank Limited

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
NBL- National Bank Limited

IRD- In room Dinning

Photographs

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Fig: 5.1 swimming pool

Fig: 5.2 Gym

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Fig: 5.3 Steam Bath

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Fig: 5.4 spa

Fig: 5.5 Deluxe Room

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