ON THE-JOB TRAINING REPORT

RADISSON HOTEL KATHMANDU

SUBMITTED IN FULFILLMENT OF THE REQUIREMENT FOR THE BACHELOR
IN HOTEL MANAGEMENT (BHM) OF THE MANGALORE UNIVERSITY

ACADEMIC YEAR: 2014-2018

SUBMITTED BY:

MR. GUDDU KUAMAR SAH

VI TH SEMESTER

REG NO:143060116

MOTI MAHAL COLLEGE OF HOTEL MANAGEMENT

AFFILIATED TO MANGALORE UNIVERSITY

MAY 2017

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 ON THE-JOB TRAINING REPORT

RADISSON HOTEL KATHMANDU

SUBMITTED IN FULFILLMENT OF THE REQUIREMENT FOR THE BACHELOR
IN HOTEL MANAGEMENT (BHM) OF THE MANGALORE UNIVERSITY

ACADEMIC YEAR: 2014-2018

SUBMITTED BY:

MR. GUDDU KUMAR SAH

VI TH SEMESTER

REG NO:143060116

MOTI MAHAL COLLEGE OF HOTEL MANAGEMENT

AFFILIATED TO MANGALORE UNIVERSITY

MAY 2017

INTERNAL EXAMINER EXTERNAL EXAMINER

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Page | 3
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 ACKNOWLEDGEMENT

I would like to take this opportunity to thank my college and

Mr. CRISTIN PAUDEL (training manager) for his encouragement and
support.

I am also grateful to my Principal Prof. TERRENCE RODRIGUES

(principal) and my project guide Mr. NIKILESH NAIR (training and
placement coordinator) for the guidance and encouragement during the

course of my project work.

I also take this opportunity to thank the management of the

hotel I did training . Especially the staff for giving me the chance to
work with them and collect the data to furnish this project.

With Gratitude

GUDDU KUMAR SAH

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 LIST OF CONTENTS

SL.NO. CONTENTS PAGE NO.

1 CHAPTER- 1 11-20

PROFILE OF THE HOTEL

2 CHAPTER-2 21-54

PROFILE OF THE DEPARTMENT TRAINEED IN

3 CHAPTER-3 55-58

LAYOUT OF THE DEPARTMENT

AND EQUIPMENT USED

4 CHAPTER- 4 59-66

OPERATIONS

5 CHAPTER-5 67-72

SWOT ANALYSIS

6 CONCLUSION 73-74

7 BIBLIOGRAPHY 75-76

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KATHMANDU
Kathmandu is the capital city of the Federal Democratic Republic of
Nepal, the largest Himalayan state in Asia. It is the largest metropolis in
Nepal, with a population of 1.4 million in the city proper, and 5 million in
its urban agglomeration across the Kathmandu Valley, which includes
the towns of Lalitpur, Kirtipur, Madhyapur Thimi and Bhaktapur.
Kathmandu is also the largest metropolis in the Himalayan hill region.

The city stands at an elevation of

approximately 1,400 metres
(4,600 feet) above sea level in the
bowl-shaped Kathmandu Valley of
central Nepal. The valley is
historically termed as "Nepal
Proper" and has been the home
of Newar culture, a cosmopolitan
urban civilization in the Himalayan
foothills. The city was the royal
capital of the Kingdom of Nepal and
hosts palaces, mansions and
gardens of the Nepalese
aristocracy. It has been home to the
headquarters of the South Asian
Association for Regional
Cooperation (SAARC) since 1985.
Today, it is the seat of government
of the Nepalese republic established
in 2008; and is part of the Bagmati
Zone in Nepalese administrative
geography.

Kathmandu has been the center of

Nepal's history, art, culture and economy. It has a multiethnic population
within a Hindu and Buddhist majority. Religious and cultural festivities
form a major part of the lives of people residing in
Kathmandu. Tourism is an important part of the economy as the city is
the gateway to the Nepalese Himalayas. There are also
seven casinos in the city. In 2013, Kathmandu

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was ranked third among the top ten upcoming travel destinations in the
world by TripAdvisor, and ranked first in Asia. Historic areas of
Kathmandu were devastated by a 7.8 magnitude earthquake on 25 April
2015. Nepali is the most spoken language in the city, while English is
understood by the city's educated residents.

MAP OF KATHMANDU, 1802

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FAMOUS TOURISTS ATTRACTIONS

Boudhanath Stupa Pashupatinath Temple

Durbar Square Thamel

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 CHAPTER - 1

PROFILE OF
HOTEL

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 Type Subsidiary

Industry Hospitality, Hotels, Tourism

Founded 1909; 108 years ago

Headquarters Minnetonka, Minnesota, U.S.

Key people Trudy Rautio, President and CEO

Parent Carlson Rezidor Hotel Group

Website radisson.com

Radisson Hotels is an international hotel company and a subsidiary of

the Carlson Rezidor Hotel Group. It operates the brands Radisson, Radisson

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blu, Radisson RED and Park Inn by Radisson with more than 990 locations in
73 countries
The first Radisson Hotel was built in 1909 in Minneapolis, Minnesota, US. It is
named after the 17th-century French explorer, ranger and furrier Pierre-Esprit
Radisson The hotel was purchased in 1962 by Curt Carlson (1914–1999) and is
still owned by the Carlson estate.

OPERATING BRAND IS

 Radisson

 Radisson blu

 Radisson RED and Park Inn

 More than 990 location in 73 countries

Brands of Hotel

Radisson

The majority of Radisson-branded hotels are located in the United States. The
company's headquarters, as well as the
headquarters of the parent organization,
Carlson, are located in Minnetonka,
Minnesota, a suburb of Minneapolis, the city
where the first Radisson Hotel was built. The
original Radisson Hotel, founded by heiress
Edna Dickerson, was opened on December 15,
1909 at 41 South Seventh Street in
Minneapolis. The Radisson Hotel
in Lubbock Texas

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Radisson Blu

Radisson Blu is the brand name for Radisson hotels

primarily outside the United States, including those in Europe, Africa and Asia.
These are operated by Carlson Rezidor Hotel Group, of which Carlson is the
main stakeholder. Scandinavian Airlines System (SAS) was previously a major
shareholder and licensed its brand for Radisson SAS hotels. Following the
withdrawal of SAS from the partnership on February 4, 2009, the name was
gradually replaced by Radisson Blue.

Radisson Blu operates 158 hotels, with 42 projects in development. SAS

previously did not exist within the borders of the United States. The first
Radisson Blu in the United States opened in downtown Chicago in Aqua, a
skyscraper, in November 2011. The second one opened in March 2013 in
Bloomington, Minnesota and is connected to the Mall of America. Former
Radisson Plaza hotels in Philadelphia and Minneapolis were converted to
Radisson Blu.

Radisson Blu Edwardian Hotels

Radisson Blu Edwardian Hotels is a luxury line of 14 hotels in London,

Manchester and Guildford often operating in historic buildings.

 Berkshire
 Bloomsbury Street, London
 Canary Wharf, London
 Covent Garden, London
 Free Trade Hall, Manchester
 Grafton, London
 Heathrow Airport, London
 Leicester Square, London
 Marble Arch, London
 Mayfair, London
 Oxford Street, London
 South Kensington, London
 Sussex

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Radisson Red

Radisson RED is a new hotel philosophy where art,

music and fashion is the inspiration. It is a lifestyle
upscale select service brand.

Radisson RED officially launched in 2015 with the first

hotel opening in Brussels, April 2016. Locations have already been confirmed
in urban centers across US, Latin America, Africa, Europe & Asia and the brand
is targeted to open over 60 hotels by 2020.

This lifestyle focus of the brand is showcased through the inspirational and
informative blog known as Amplify RED.

Park Inn by Radisson

Park Inn by Radisson is a midscale

group of hotels that has 127 locations
worldwide. Their strategy includes
expansion into North America and key
emerging economies like Brazil, Russia,
India and China.

 Park Inn Berlin

 Park Inn Hotel

Park Inn by Radisson in Toronto, Canada

Location
Located in the heart of Kathmandu, this eco-friendly hotel is 0.7 mi (1.2
km) from Garden of Dreams and within 3 min (5 km) of Pashupatinath
Temple and Boudhanath. Narayanhiti Palace Museum and King's
Palace are also within 1 min (2 km).

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Hotel Features
Radisson Hotel Kathmandu offers a delightful introduction to Nepali
culture with a prime location near city businesses as well as theme
nights featuring traditional music and classical dancing in the hotel’s
garden. During your stay, rejuvenate with our hotel’s impressive
relaxation facilities, such as Tranquility Spa and the health club. For trips
to and from Tribhuvan International Airport (KTM), enjoy a 20-minute
ride in our convenient shuttle.

Our Rooms & Suites

After a long flight into Tribhuvan International Airport, find a comfortable

place to land in one of our 260 rooms and suites. Unwind with a cup of
hot tea and a meal delivered by room service, and use our free Wi-Fi to
handle work projects. In-room amenities include:

 Satellite TV and international channels

 Minibar, hair dryer, tea/coffee maker, iron and ironing board
 Smoking and non-smoking rooms
 Locker facility for valuable items
 Accessible rooms with wheelchair access
 Independent air-conditioning

Hotel services and amenities include:

 260 rooms and suites

 Two restaurants, two bars, two cafes and a bakery
 896 square metres of meeting space
 Four meeting rooms, two boardrooms and a ballroom
 Health club with exercise facilities, sauna and steam room
 Rooftop pool
 Whirlpool tub
 Tranquility Spa with complete body therapy and beauty care
 Gift shop
 Business centre
 Concierge services
 Airport shuttle
 24-hour room service
 Complimentary high-speed Internet access
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Family Friendly Amenities

 Free Wi-Fi
 In-room childcare (surcharge)
 Laundry facilities
 Sofa bed
 Soundproofed rooms

Room Amenities

 Air conditioning
 Bathrobes
 Blackout drapes/curtains
 Climate control
 Free bottled water
 Free newspaper
 Free toiletries
 Daily housekeeping
 Deep soaking bathtub
 Desk
 Dial-up Internet access (surcharge)
 Fireplace

Where to Eat While You’re Here

Savour a rooftop lunch or dinner at Terrace Garden, or visit The Fun

Café (TFC) for international cuisine morning, noon or night. The Corner
Bar is the perfect place to spice up your evening with tasty drinks, local
music and big-screen TVs. For your sweet tooth, The Pastry Shop
features fresh-baked cakes and pastries that are sure to tempt a return
visit. If you find your hotel room too comfortable to leave, you can order
24-hour room service straight to your door.

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Meeting room amenities include:

 Catering available
 Complimentary high-speed Internet access
 Seven meeting rooms
 Staging Connections, the hotel's on-site audiovisual partner, offers:
o Customised audiovisual, staging and theme solutions
o LCD projectors for rent

Nearby Things to Do
Recreational amenities at the hotel include a health club, a spa tub, a
sauna, and a steam room.

GROOMING GUIDELINES
 Employees should look neat & professional on duty.
 Posture must be straight confident & dignified & the manner must be
courteous & friendly.
 Clothes must be clean crisp well ironed & correctly fitted without frays
& tears.
 Uniformed employees must wear uniform and non uniform staff shoul
d wear formal dress.
 Jewellery must be light elegant &not noisy comprising of Gold chain/
mangalasuthra/one bangle/bracelet/wedding ring/ear and nose
studs should be simple for women.
Man can wear one ring per hand & a wrist watch is simple.
 Hair must be clean without dandruff & well placed throughout the
day.
 Face must be clean & fresh(Men should be well shaved with
trimmed mustache/beards).

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 Hands and feet should be well maintained with short nails as
applicable for men and women respectively.
 Keep your shoes polished and wear washed socks daily.

DO’S AND DONT’S

DO’S
 Address all your colleagues above your level as Mr/Ms/Mrs.
 Do speak English at workplace.
 Allow the guest or senior go first.
 Use lockers for changing uniforms.
 Declare your valuables in time office during the time of checking in for
duty.

DONT’S
 Do not stand in the centre of lobby area/public area idle.
 Do not call your colleagues loudly, go up to them and speak.
 Do not keep your shirt button open.
 Consuming of alcohol during duty time is a punishable offence.
 Do not enter office without permission when there is someone or
execute yourself before interfering the conversation.

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Photo Gallery

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 CHAPTER 2

PROFILE OF THE
DEPARTMENTS TRAINED
IN

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 THE MAJOR DEPARTMENTS TRAINED IN Radisson HOTEL
KATHMANDU IS:

FOOD AND BEVERAGE SERVICE

SHORT DESCRIPTION ON OTHER DEPARTMENT
 FOOD AND BEVERAGE PRODUCTION
 BANQUET DEPARTMENT
 HOUSEKEEPING DEPARTMENT
 FRONT OFFICE DEPARTMENT

 PROFILE OF F & B SERVICE DEPARTMENT

INTRODUCTION

Food and Beverage Service Department is one of the main service

oriented and crucial division of the hotel. It renders the services of
prepared food items, beverages, and tobacco in a hospitable way to the
customers as per their demand.

The significant feature of this department is that, it is the second

highest revenue generating department next to the front office. The
important functions include the design and development of menus,
pricing, portion control, wastage control, customer staff relations and
staff training.
This department comprises of two main operational areas:

 Bar (Service of Beverage)

 Restaurant (Dining services)

The personnel related to this department must be professionally

qualified in terms of service and hospitality. As we know that the role of
this department is totally service oriented, the staff need to be in the front
line with the customers and ought to be well groomed, smart and

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hygienic. The food and beverage staff play a significant role in promoting
good manifestation and positive influence towards the guests by
professional and world class service in hospitable manner.

Today's service industries are focusing on the concept of guest

delight which is the improved expression of guest satisfaction. We need
to delight the guests to make them satisfied because today's customers
visit many corners of the world, they feel the level of service in many
place and need to have a changed atmosphere in terms of taste and
service. The term food and beverage function is one that encompasses
all activities within the hotel and catering establishment, that are together
concerned with the provision of food and beverage services within that
periphery of that establishment.

Food and beverage service department is furnished with a qualified

and skillful brigade headed by food and beverage Manager, who is
responsible for planning and coordinating the different food and
beverage activities inside the hotel. Food and Beverage Manager is a
team leader in terms of food and beverage promotion and management.
Down the line, food and beverage Manager is supported by the outlet
executive who are responsible for the execution, implementation and the
control of food and beverage activities in their area of concern. All outlet
executives are again supported by the line supervisor, and waiters and
waitresses to delight the customer by serving their wants.

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HEIRARCHY OF F & B SERVICE DEPARTMENT

FOOD & BEVERAGE SERVICE DIRECTER

ASST. FOOD & BEVERAGE DIRECTOR

RESTAURANT MANAGER

ASST. RESTAURANT
MANAGER

ROOM
SERVICE TEAM
BARMAN
TEAM LEADER
LEADER
ROOM
ASST. SERVI
WAITE
BARM CE
R
AN WAITE
R
TRAI
TRAI TRAI
NEE
NEE NEE

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 SECTIONS OF F & B SERVICE

1. The Terrace Garden

Savour Delicious Cuisine at Our Rooftop Eatery

Located on the roof of Radisson Hotel Kathmandu, Terrace Garden
provides you sumptuous dishes along with spectacular views and
service. You can sip a glass of wine, a beer or a hot beverage in the
partly shaded garden area with hard flooring. Take a seat in the open-
air, fourth-floor wing and indulge in light dishes, snacks and beverages
while enjoying the lush garden.

Operational hours:

 Summer: 10:00-22:00
 Winter: Noon-20:00

2. Lobby Bar

Plush Lobby Bar Welcomes Hotel Guests

treat yourself to refreshing drinks at the Lobby Bar, located inside
Radisson Hotel Kathmandu. The textured
walls, earth-tone décor and comfortable
seating create a casual, relaxed space for
sipping cocktails from the fully stocked
international selection. You can gather on
a sofa with your colleagues to wrap up
a business meeting or meet a friend at
the well-lit bar for enlivening
conversation.

Operational hours:

 Noon-20:00

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 3. The Coffee Shop

Savour Freshly Brewed Coffee and Hot Meals

LOBBY BAR
All Day
Whether you’re in need of a caffeine boost or
a bite to eat, let The Coffee Shop take care of
your needs. Located on the third floor of
THE COFFEE SHOPE
Radisson Hotel Kathmandu, this inviting
dining space offers excellent views of the
sparkling city below. You can wake up with a
tasty breakfast buffet each day and return for
lunch and dinner to order fromTHEthe
FUN CAFE
impressive
à la carte menu.

Operational hours:
OLIVE GARDEN
 06:30-23:30

4. The Fun Café (TFC)

THE CORNER BAR
Discover Global Cuisines at The Fun Café
Take your taste buds on a trip of their own as
you sample dishes from across the world at
The Fun Café, located at Radisson Hotel
THE PASTRY SHOP
Kathmandu. This warmly decorated eatery
offers international specialities, from local
Nepalese dishes to Western fare and Indian
favourites. An à la carte menu is available at
THE ROOM SERVICE
each meal in addition to extensive buffets for
breakfast, lunch and dinner.

Operational Hours:

 06:30-23:00

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 5. Olive Garden

Restaurant Offers Elegant, Mediterranean

Dining
Decorated to feel like a garden, with green
linens and bright pops of colour, the Olive
Garden provides guests a memorable, fine
dining experience at Radisson Hotel
Kathmandu. Discuss business with clients
while you savour Mediterranean-influenced
dishes, or enjoy a romantic meal with your
sweetheart—complete with tiramisu or a
chocolate truffle torte for dessert.

Operational hours:

 18:30–22:30

6. The Corner Bar

Enjoy an Entertaining Night Out at The Corner Bar

Want to meet your friends for drinks and
snacks? Invite them to Radisson Hotel
Kathmandu, home of the casual Corner Bar.
This popular hangout features a uniquely
decorated bar and segments of private, plush
seats that are perfect for small groups. You
can share plates of exotic bar bites while you
listen to music and order colourful cocktails.
The big-screen TV makes this a hot spot for
watching sports, too.

Operational hours:

 16:00–23:00

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 7. The Pastry Shop

Treat Yourself to Fresh Baked Goodies

From flaky pastries at breakfast to sweet
treats that carry you through the
afternoon, The Pastry Shop has a
delectable dessert to suit every palate.
Just steps from your room at Radisson
Hotel Kathmandu, this delightful bakery
offers impressive cakes, breads and
mouth-watering snacks that are perfect
for guests on the go.

Operational hours:

 08:00-20:00

8. Room Service

Indulge in Our 24-hour Room Service Menu

Want to enjoy the delightful dining options at
Radisson Hotel Kathmandu without leaving
your room? Place your order with our in-
room dining service, available 24 hours.
Whether you’re craving a midnight snack or
want to surprise your sweetheart with
breakfast in bed, our menu has you covered.
Room service is also an ideal option for
business travellers in need of a meal while
they focus on work in the privacy of their
hotel room.

Operating hours:

 24 hours

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JOB DESCRIPTION OF F & B SERVICE DIRECTOR

 Achieves restaurant operational objectives by contributing

information and recommendations to strategic plans and reviews;
preparing and completing action plans; implementing production,
productivity, quality, and customer-service standards; resolving
problems; completing audits; identifying trends; determining
system improvements; implementing change.

 Meets restaurant financial objectives by forecasting requirements;

preparing an annual budget; scheduling expenditures; analyzing
variances; initiating corrective actions.

 Plans menus by consulting with chefs; estimates food costs and

profits; adjusts menus.

 Controls costs by reviewing portion control and quantities of

preparation; minimizing waste; ensuring high quality of
preparation.

 Avoids legal challenges by conforming to the regulations of the

alcoholic beverage commission.

 Maximizes bar profitability by ensuring portion control; monitoring

accuracy of charges.

 Maintains safe, secure, and healthy environment by establishing,

following, and enforcing sanitation standards and procedures;
complying with legal regulations; securing revenues; developing
and implementing disaster plans; maintaining security and
sprinkler systems; maintaining parking lot and walkways.

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  Maintains ambiance by controlling lighting, background music,
linen service, glassware, dinnerware, and utensil quality and
placement; monitoring food presentation and service.

 Updates job knowledge by participating in educational

opportunities; reading professional publications; maintaining
personal networks; participating in professional organizations.

 Enhances department and organization reputation by accepting

ownership for accomplishing new and different requests; exploring
opportunities to add value to job accomplishments.

JOB DESCRIPTION OF ASST. F & B DIRECTOR

Assistant F & B director is responsible for supervising the

Restaurant, room service and bar team in a rotational basis as well as
for ensuring that guest receive fast, friendly and efficient food and
beverage service during their stay.

Key duties/responsibilities of Assistant F&B Manager:

 Compiles annual budget, variance reports, weekly management

reports, and any other reports deemed necessary

 Monitors work of employees to ensure that established policies

and procedures are being followed.

 Oversees all follow-up work to ensure non-recurrence of errors;

works closely with Business Office and Internal Audit to ensure
compliance with established procedures.

 Counsels, guides and instructs assigned personnel in the proper

performance of their duties.

 Prepares and coordinates the periodical performance reviews of

assigned personnel.

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  Recommends changes including hiring, promotion, demotion and
release of personnel; recommends wage and salary adjustments
for personnel within established guidelines.

 Manages the day-to-day operation of the outlet in accordance with

established policies and procedures.

 Establishes and administers training programs within the outlet,

including new employee orientation.

JOB DESCRIPTION OF RESTAURANT MANAGER:

 Achieves restaurant operational objectives by contributing

information and recommendations to strategic plans and reviews;
preparing and completing action plans; implementing production,
productivity, quality, and customer-service standards; resolving
problems; completing audits; identifying trends; determining
system improvements; implementing change.

 Meets restaurant financial objectives by forecasting requirements;

preparing an annual budget; scheduling expenditures; analyzing
variances; initiating corrective actions.

 Plans menus by consulting with chefs; estimates food costs and

profits; adjusts menus.

JOB DESCRIPTION OF ASST. RESTAURANT MANAGER:

 The main duty is to handle the raised general complaints and

schedule and handle the inventory as well.

 He has to delegate the tasks to employees and making sure the

smoothness.

 He or she is responsible for recruiting and interviewing potential

employees.

 He or she has to ensure smooth transition of new employees in the

company.

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  He or she has to do the effective merchandizing and managing
deliveries as well.

 The duty includes organizing promotions and ensures good team

delivery of customer service.

 He or she has to meet the operational expectations properly.

 He or she has the duty to maintain high quality standards and

provide excellent service to the customers.

JOB DESCRIPTION OF TEAM LEADER:

 Ensure to maintain a personal attitude of a high standard and

quality, which produce efficiency, and productivity of the restaurant
department.

 Support the management operations and decisions.

 Assist the daily meeting.

 Run assessments throughout the year.

 Deal with several personal projects.

 Train and continually develop the Restaurant team to achieve their

personal best. Support training initiatives in line with the business
needs.

 Ensure the correct appearance of all of the Restaurant areas.

 Comply with all security measures to ensure the protection of

guests and company property.

 Ensure that all equipment is functional and used according to

company/manufacture’s guidelines.

 To support effective communication within the hotel by being

receptive to issues communicated to you and to ensure that you
pass all relevant communications from colleagues or guests to the
appropriate person.

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JOB DESCRIPTION OF WAITER

 Assist the senior waiter in the side station set up and according to
his/her order.

 To attend the daily briefing.

 Responsible for the receiving, greeting and seating of guests.

 Remove dirty plates and dishes from the guest table.

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PROFILE OF F & B PRODUCTION DEPARTMENT
HEIRARCHY OF F&B PRODUCTION

EXECUTIVE CHEF EXECUTIVE SOUS CHEF

SOUS CHEF

CHEF DE PARTIE

DEMI-CHEF DE PARTIE

COMMI 1

COMMI 2

COMMI 1

TRAINEE

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INTRODUCTION
Food and beverage production is a department where maximum
responsibility is taken by senior chef (executive chef) and one should
have extensive knowledge and experience in menu planning, food
preparation, kitchen management and costs control while working in
kitchen area.
Food production is an art of cooking in kitchen where technical
knowledge, creativity and selection of raw materials plays an important
role. As cooking is an art science which includes creativity or
development and is a process in which raw material on contact with heat
changes its texture, taste and it becomes palatable digestible.
Chefs are person who shows their creativity and professionalism in
cooking by giving flavour, texture, presentation, nutrition and perfect
preparation.

 DIFFERENT KITCHENS IN RADISSON HOTEL KATHMANDU

1) MAIN KITCHEN & BANQUET KITCHEN

The most important part of any hotel’s F & B production is the

‘Main Kitchen’.
The main kitchen is the largest kitchen in any hotel, where
most of the food handling and cooking takes place. This kitchen
caters to the F & B outlets directly or through the satellite outlet
kitchen. Therefore this kitchen handler the basis cookery like
cooking of the stocks, sauces, gravies, soups and other simple
dishes which can be produced in large quantities and be supplied
to other satellite kitchens.

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2) BUTCHERY
Preparation of basic Banquets/A La Carte/Coffee Shop cuts of various
carcasses i.e. Beef, Lamb Chicken, Pork, and Fish etc.
To check the quality characteristics of various meat items.
Deboning and cleaning of various carcasses.
Method of storage and temperatures of various meats and seafood’s.

3) BAKERY & CONFECTIONERY

 To make recipes and set methods of production of basic dough’s;
preparation of different types of rolls.
 Maintain baking oven maintenance, operation and temperature
control.
 Volume of breads and rolls made per day.
 Usage and type of mixing, fermentation and baking equipment and
accessories.
 Preparation of basic dough’s and pastes. Sponges and pastry
mixtures and their recipes.
 Ingredients and methods of preparation of various pastries,
chocolates, toffees and confectionery.
 Special cake orders and their decorations.
 Storage of chocolates and pastries.

4) INDIAN
 Recipes and methods of preparation of Tandoori items,
Banquet/Ala Carte, Specialty restaurant.
 Preparation of Indian gravies and marinades.
 Co-ordination with butchery dep’t for various cuts of meats with
reqd. portions.

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 5) GARD-E-MANAGER
 Preparation of meat trays, pates, galantines, salads, canapés,
aspic and other special specific presentations.
 Ice carvings and butter sculptures.
 Equipments used their upkeep and care.
 Co-ordination with butchery and preparation of orders.
 Classical appetizers prepared.

6) PANTRY
 Preparation of cold sauces and salad dressings.
 Preparation of sandwiches, burgers and fruit platters with
accompaniments and garnishes.
 Preparation of cold soups, salads and fruits cocktails.
 Arrangement of fruit baskets of VIPs and fruit displays for the
buffet tables.

JOB DESCRIPTION OF THE EXECUTIVE CHEF

The Executive chef caters all the responsibilities of the kitchen. He is an
administrator as well as a cook. He should have a thorough knowledge
of cooking and the management of an institution. He is an authority on
culinary matters
HIS MAJOR FUNCTIONS INCLUDE

 To Plan: He prepare a predetermined presenting of profit & work

in accordance with the policy of the management
 To Organize: The chef organizes all the activities of the kitchen to
give a satisfactory output.

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  Supervising: He supervises all the functions so that the work
goes on smoothly & efficiently without any pilferer & disco dial
relations the employee.
JOB DESCRIPTION OF SOUS CHEF

The assistant head chef understands the head chef in all his duties. It is
the Sous chef who calls up the order from kitchen and supervises the
service. He is responsible for the effective day to day functioning of the
kitchen. Ensure proper portions are served .Controls food wastage.
Ensures that quality and consistency of food is maintained.

JOB DESCRIPTION OF CHEF DE PARTIE (CDP)

For each section in the kitchen, there is a “chef de partie”. Each chef the
partie is assisted according to the production load, by one or more
commie cooks and trainees. All the chef de parties may be regarded as
supervisors or foremen of their sections as well as skilled craftsmen.

Chefs At Work, Chulha

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 PROFILE OF EVENTS (BANQUET) DEPARTMENT

INTRODUCTION

Banquet literally refers to “a large meal or feast, complete with main

courses and desserts. It usually serves a purpose such as a charitable
gathering, a ceremony, or a celebration.

In 16th century, a banquet was very different from our modern perception
and stems from medieval ‘ceremony of the void’. After dinner, the guests
would stand and drink sweet wine and spices while the table was
cleared, or ‘voided’. Later in 17th century ‘void’ would be replaced with
French ‘dessert’.

BANQUET HALL

A function hall or banquet hall is a room or building for the purpose of

hosting a party, banquet, reception, or other social event.

Banquet halls are often found within pubs, clubs, hotels, or restaurants.
Some are run by fraternal organisations and rented out as a fundraiser
for the organisation.

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MEETINGS IN Radisson Hotel Kathmandu
Radisson Hotel Kathmandu is set to take its place as Goa’s largest
and most sophisticated luxury conference and wedding resort. Grand
Hyatt Goa brings the ultimate event experience to the dynamic meeting
and weddings scene, with an overall banquet facility of over 3000sq.m.
The Grand Hyatt brand has long enjoyed a well-earned reputation for
excellence in the field of banqueting and catering. A professional and
attentive team oversees many successful events and ensures that
catering and conference needs are met to the client’s satisfaction.

WEDDINGS

Extravagant yet intimate, Radisson Hotel Kathmandu offers a full range

of wedding services. Grand in scale, service and attention, the function
rooms are designed to offer several venue options and decor themes for
large weddings as well as intimate family functions. The Grand Ballroom
provides an alfresco experience with the Ballroom Terrace and Lawns.
The decor is further enhanced with the stage, co-ordinated overlays,
chair covers and table pieces.

EVENTS

Right from the outset, our team of dedicated specialists will assist you
with every step of your event. Their expertise and experience will allow
you to concentrate on more pressing matters.

Radisson Hotel Kathmandu offers you the ultimate event experience with
Kathmandu’s largest pillar less Ballroom.

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Features

 Pillar-less Grand Ballroom (1,150 sq m) divisible into 3 sections

 500 sq m of flexible meeting rooms (Salao 1,2,3,4 & 5) and
conference rooms (Boardrooms 1 & 2)
 Indoor and outdoor pre-function areas
 Events and culinary team on site
 19 acres of Gardens (Lawn 1,2,3 & 4)

HEIRARCHY OF EVENT DEPARTMENT

F & B DIRECTOR

EVENT MANAGER

ASST. MANAGER ASST. MANAGER

SENIOR TEAM LEADER

TEAM LEADER TEAM LEADER

BARTENDER

WAITERS

TRAINEES

JOB DESCRIPTION OF EVENT MANAGER

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  Discuss requirements with customers and take detailed notes
about banquet requirements.
 Develop banquet menus in consultation with caterers, chefs or
cooks.
 Prepare budgets.
 Supervise everything from the set up prior to the function to the
clean up afterward.
 Maintain proper liquor controls and monitor alcohol service.
 Hire, train and supervise staff to ensure that service standards are
met.

JOB DESCRIPTION OF ASSISTANT EVENT MANAGER

 Co-ordinates with the banquet senior captain for the smooth

operations.
 He is in charge of inventories, billing and briefing.
 Liaisons with different agencies for the requirements of banquets.

JOB DESCRIPTION OF SENIOR TEAM LEADER

 He co-ordinates with kitchen stewarding and the house keeping for

cutlery, cookery, glassware and linen respectively.
 He is in charge of hiring casual staff.
 He approves the food before serving the guest.
 He is responsible for the bill settlement of the host of the function.
 He should have a thorough knowledge of menu, room
specification, food and wine combination, decoration.

 PROFILE OF HOUSEKEEPING DEPARTMENT

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INTRODUCTION

Housekeeping is an operational department of the hotel. It is responsible

for cleanliness, maintenance, aesthetic up keeping of rooms, public
areas, back areas, and surroundings. Thus a major part of hotels margin
of profit comes from room sales because a room once made can be sold
over and over again. The housekeeping budget typically accounts 20%
of the properties total expenditure.

The housekeeping department not only prepares the clean guestroom

on a timely basis for the guests who are arriving but also cleans and
maintains everything in the hotel so that the property is fresh and
attractive as the day it opens for business. It is a 24 hours and 365 day
operation.

HEIRARCHY OF HOUSEKEEPING DEPARTMENT

EXECUTIVE HOUSEKEEPER

ASST.HOUSEKEEPER

LINEN ROOM DESK CONTROL FLOOR NIGHT PUBLIC AREA HORTICUL

SUPERVISOR SUPERVISOR SUPERVISOR SUPERVISOR SUPERVISOR TURE
ROOM CLOAK
HEAD HEAD
TAILORS ATTENDANT
HOUSEMAN
ROOM
GARDENER
S ATTENDANT

UPHOL HOUSE HOUSE GARDE

STERS MAN MAN NER

ATTEN
DANTS

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AREAS OF RESPONSIBILITY OF HOUSEKEEPING
DEPARTMENT

 Guestrooms/ Floors:
Room attendants and floor supervisors are responsible for
the cleanliness maintenance and security of guestrooms and
surrounding areas.
 Public Areas:
1. Front of the house areas (Eg. Swimming pools, parking
area, club, food service area etc.)
2. Back of the house area (Eg. Staff canteen, service
elevator, locker rooms, laundry, linen rooms, and
basement and store except kitchen which is cleaned by
kitchen stewards)
 Linen and uniform Rooms:
The housekeeping department is responsible for for its
functioning for the repairs and renewal of linen items. Linen
includes room linen, food service linen, soft furnishings,
uniforms, bed and bath linen.
 Laundry
OPL (On Premises laundry)
If the laundry is on premises then the guest laundry
from the rooms is directly collected and delivered by the
laundry ballet. However all hotel linen is first collected in
linen room and then sent to the laundry for washing. The
washed linen including the guest laundry is collected at the
linen room from where it is sent to the guest rooms and other
service points.

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BRIEFING

Briefing will be taken by the shift supervisor in presence of night shift

supervisor. Night shift supervisor ensures that room Attendance slip,
Floor key, pager, room attendance slip and floor key, pager and room
occupancy list is issued to all room attendants.

Setting up and Preparing for work:-

Planning in advance saves time. When setting up and preparing for

work, select and collect all the items that one requires.

Setting Up the Trolley:-

 Collect the room attendants slip from supervisor and room

occupancy list.
 Stock caddy with cleaning agents and cleaning equipments. The
room maids trolley usually contains
 Face tissue
 Toilet paper
 Shampoo
 Shower gel
 Soap
 Match box
 Comb
 Cleaning cloths and sponge, drying cloth, glass cloth,

Guest Amenities

 Tea/coffee supply
 Mineral water bottle
 Bath slippers

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  Scribbling pad
 Pencils
 Mini bar pricing list
 Magazine
 Coaster
 Match box
 Water glass
 Executive kit
 Sewing kit

Bathroom Amenities

 Bath loofaah
 Comb
 Dental kit
 Toilet roll
 Tissue
 For your care
 Disposal bag
 Soap
 Shampoo
 Body lotion
 Shower gel/ shower cap

CLEANING PROCEDURE OF CHECKOUT ROOM

CHECK OUT room must be fully serviced for the arrival guest.

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ENTRY PROCEDURE:-

 Ring the bell and knock the door thrice. Announce yourself
“Housekeeping”, listen and wait-if no reply knock again and enter.
Or if there is a reply, explain that you will come back later.

PROCEDURE OF CLEANING:-

 Open curtains and open windows.

 Look for guest lost items if found deposit in housekeeping desk.
 Remove food trays.
 Empty ashtray and other waste into dust bin.
 If you find any equipments not working inform maintenance.
 Switch off lights
 Strip bed

BED MAKING

 Check that the mattress cover is clean.

 Stand at the centre and lay bed sheet right
side up with the centre fold in the centre.
 Leave sufficient to tuck in at top to avoid
sheet being pushed when the guest is getting into bed.
 Make an envelope corner at the top on both sides.
 Lay duet cover put the duet inside lay on the bed.
 Fold back the top of the quilt, make envelope cover at bottom of
quilt.
 Smooth out and tuck in.
 Place pillows in covers.
 Place pillows on the bed (open ends at middle) place runners at
the top.

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ROUTINE CLEANING:-

 Follow the work flow.

 Begin at the back of the door and work systematically.
 Damp dusting is efficient than dry dusting as it prevents dust from
flying, clean the stains with R2.
 When doing damp dusting, rinse cloth thoroughly in a multipurpose
solution. The multipurpose detergents aid cleaning. If the cloth is
too wet, it will streak. Most surfaces can be cleaned through damp
dusting. Polish furniture only if instructed.

SERVING A VACANT ROOM:-

A vacant room is one which is ready for sale. Vacant rooms are
normally served before check out rooms and occupied rooms, so that
they may be sold first by the front office.

PROCEDURE:-

 A bed room, if vacant for one or two nights: check dust and flush
toilets.
 Washing the accessories
 Glasses; ensure no stains and sports are left.
 Ashtray: dry and leave as required, ensure no strains, cracks.
 Wash basins: thoroughly wash and dry inside, replace bin linen if
applicable.

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Evening service/turndown service:-

The guest room should be served again at

evening at evening service so that the room
is fresh and ready for the guest to retrieve
all night.

PROCEDURE:-
 Turndown service is normally offered between 6pm to 9pm.
 Knock the door and enter the room.
 Put floor lights switch on mainly to ensure that all lamps bulb are
functioning.
 Draw the heavy curtains.
 Hang guest cloths if lying around.
 Take the runners fold neatly and store in the room cupboards.
 Make the bed if it is used.
 Towel art is done in case of honeymoon couple.
 Flowers, chocolates can be placed.
 Remove the soiled glasses and bottles if any, place the clean
glass.
 Empty and clean ashtray and waste bin.
 Replace soiled towels.
 Clean the bathroom if used.
 Replenish missing toiletries and other supplies.
 Place the TV remote on the bed.
 Mini bar items are refilled.
 Place bath mat in washroom, switch on light and leave.

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  PROFILE OF FRONT OFFICE DEPARTMENT

HIERACHY OF FRONT OFFICE

FRONT OFFICE DIRECTOR

FRONT OFFICE MANAGER

ASSISTANT FRONT OFFICE

DUTY MANAGER

GUEST RELATION EXECUTIVE

FRONT OFFICE ASSISTANT/ RESERVATION

ASSISTANT/TELEPHONE OPERATOR

BELL DESK TEAM LEADER

BELL BOYS

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ROLE & RESPOSIBILITIES OF FRONT OFFICE STAFFS

Reservations
Reservations clerks are responsible for taking enquiries from prospective
guests, travel agents, group or conference organisers and other parties
who may wish to reserve accommodation. Their role is to obtain the
information required to make a booking; record that information in
manual or computerised reservation records; monitor the levels of
reservations; issue any documentation to guests to confirm the booking
(e.g.. confirmation letters, requests for deposit); and ensure that
reception is Informed of the confirmed reservation details and expected
arrivals for each day. A reservations manager or supervisor will be in
control of the section, organise staff duty rosters, and make decisions on
whether and which bookings should be accepted (if the hotel is fully
booked, or bookings have to be 'juggled' to maximise occupancy).
Advance reservations may be handled by the receptionist in a small
hotel, but many hotels will have a separate reservations desk or
department - perhaps in a back office near reception, since most
reservation requests come in by telephone, mail, e-mail or online, rather
than via 'walk ins'.

Reception (Front Desk)

'Reception' may be an umbrella term for all front-office functions, but in
larger hotels, there is likely to be a special reception desk. The main
roles of receptionists (or front desk agents) are: taking enquiries and
reservation requests from 'walk in' visitors; preparing for the arrival of
guests; greeting guests on their arrival; checking guests in (registering
them, allocating suitable rooms and checking methods of payment);
selling the facilities and services of the hotel; responding to guest
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problems and queries, or referring them to other departments that can
do so; providing information about guests to other front office units and
departments of the hotel; and maintaining guest records.

JOB DESCRIPTION FOR FRONT OFFICE ROLES

Job descriptions are often used in the recruitment of staff, both to
prepare job advertisements, and to measure the skills, characteristics
and experience of candidates against the requirements of the job. They
are also used as a guide to the induction and training of new staff, as the
list of duties can be used as a 'checklist' for what recruits need to be able
to do to work competently in the job. The key is to keep a job description
brief and simple. It should generally contain:

Working in shifts
A small hotel or guest house may shut down its front office over night,
leaving an 'Out of Hours' or 'Emergency' contact number (and/or front
entrance intercom) for late arrivals or guests with problems during the
night. A large hotel, front office staff will be available to meet guest
needs 24 hours per day. Most back office departments will operate
normal or extended office hours: reservations will tend to be
concentrated within business hours, and billing and cashiering activity in
the early morning (posting of last-minute charges), middle of the day
(lunchtime postings and banking of takings) and evening (opening bills
for new arrivals).However, certain significant front office roles (reception,
night audit, porter and switchboard) will have to be covered overnight.
Work is therefore usually organised on a shift basis. Day staff may work
an early shift (say, 7.00 am to 3.00 pm) or a late shift (3.00 pm to 11.00
pm), on a rotating roster system, five days per week (with varying days
off). The main peaks of activity at front desk will be check-out time
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(7.30 - 10.30 am) and arrival time (say, 3.00 -7.00 pm).
A separate (generally smaller) night staff will usually be employed
to cover the night or 'graveyard' shift (11.00pm to 7.00 am), to enable
them to establish a routine of night working rather than rotating between
day and night shifts. Shift hour usually also allow 15-30 minutes for
'hand-over' between shifts, so that unresolved issues can be notified to
the incoming shift, responsibilities for the cash drawer signed over and
so on. Drawing-up and maintaining shift rosters, to ensure that all shifts
are adequately covered - while being flexible to the needs of staff
members - is a significant challenge for the front office manager.

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 CHAPTER 3

LAYOUT OF DEPARTMENTS
TRAINED IN AND EQUIPMENTS
USED

Page | 53
 LAYOUT OF F & B SERVICE DEPARTMENT

Page | 54
EQUIPMENTS USED
1. Cutlery

2. Crockery

3. Glassware

4. Salver

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5. Food Tray

6. Blending Machine
7. Bar Equipments
8. Side Boards
9. Tint Cards
10. Hollowware
11. Chafing Dish
12. Ice Machine
13. Tea/Coffee Dispenser

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 CHAPTER 4
OPERATIONS

Page | 57
FOOD AND BEVERAGE SERVICE

SYSTEM & PROCEDURES FOLLOWED IN Radisson Hotel

Kathmandu

INTRODUCTION

Eating away from home is generally increasing and there is widening

diversity in the nature and type of food and beverages on offer.
Because of the expansion of the industry and increasing pressures for
improved professionalism in food and beverage service staff, there is
even greater need for more people to make their careers in this noble
profession alongside the need for improved confidence and
performance through higher standards of knowledge and skills.

Food and beverage service is the essential link between the menu,
beverages and other services on offer in an establishment and the
customers. The server is the main point of contact between the
customers and the establishment. It is an important role in a profession
with increasing National and international status. The skills and
knowledge of food and beverage service, and therefore careers, are
transferable between establishments, sectors and throughout the world.

Working in food and beverage service offers a wealth of opportunity for

professional development and advancement: for those committed to the
hospitality industry and to working in food and beverage service, a
fulfilling, exciting and enjoyable career awaits.

Page | 58
Food can include a wide range of styles and cuisine types. These can
be by country, e.g. traditional British or Italian, by type of cuisine e.g.
oriental or aiming for a particular speciality such as fish, vegetarian or
health food.

Beverages include all alcoholic and non-alcoholic drinks. Alcoholic

beverages include wines and all other types of alcoholic drink such as
cocktails, beers and cider, spirits and liqueurs. Non-alcoholic beverages
include bar beverages such as mineral waters, juices, squashes and
aerated waters, as well as tea, coffee, chocolate, milk and milk drinks
and also proprietary drinks such as Bovril.

Duties and Responsibilities

 Clean, wipe and stock the side stand before service with all supplies
needed by the ream during service, including napery, china, glass-
ware, and flatware,

 Steam, clean, and wipe silver ware for the team, stocking the side-
stand before service.

 Arrange tables in proper position in station; arrange chairs in proper

position and 24 inches from the edge of the table.

 Ensure the prompt, courteous service to all guests.

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 Serve ice water to guests on request. Serve water glasses from a bar
tray held in the left hand, and serve with the right hand, to the right
side of the guest, keeping your hand on the lower portion of the glass.

 Refill low or empty water glasses automatically, without being re-

quested to do so by either the guest or the captain. Once dessert has
been served, stop refilling water glasses automatically; refill only on
request.

 Obtain bread and butter for guests at each table as soon as they are
seated.

♦Ensure that adequate ice water, hot coffee, and hot tea are available on
side station during service; refill coffeepots and customers' cups as
necessary, and without being motioned to do so.

•Remove dirty dishes from tables, using the right hand and stacking
dishes on the left hand, wrist, and arm; move dishes to oval trays and/or
bus boxes.

 Ensure the side stand is kept clean and clear of dirty dishes and trays
throughout service, bussing trays as needed, so there is always a
landing area on the side stand.

 Use a napkin to cover trays of dirty dishes, flatware, and glassware

being carried into the kitchen, so that customers do not see soiled
china and glassware.

 Clear and reset tables as guests leave.

 Change fable linens during service without baring the table; without
removing flowers, lanterns, ashtrays, or other accessories from the
tables and keeping the linen close to the table, so as not to "hang out
the laundry" for the whole dining room to see.
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 Crumb tables as required: between courses (always between the
entree and dessert courses), and whenever else the table is
exceptionally "crumbing.'

Provide any and every services to guests, as directed by the captain of

the team or management, including:

• Cleaning dunes: dusting, washing minors, vacuuming

• Transporting equipment and supplies, especially linen

• Cleaning after accidents

• Filling dispensers— for example, those for milk and ice

Restaurant manager

This person has overall responsibility for the organisation and

administration of particular food and beverage service areas. These may
include the lounges, room service (in hotels), restaurants and possibly
some of the private banqueting suites. It is the restaurant manager who
sets the standards for service and is responsible for any staff training
that may have to be carried out on or off the job. He/she may make out
duty routine, holiday lists, and hours on and off duty and contribute to
operational duties (depending on the size of the establishment) so that
all the service areas run efficiently and smoothly.

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DUTY ROSTER

Designation Morning Evening Night

9 AM to 6 PM
F and B Manager
Asst. F and B Manager 9 AM to 6 PM

Banquet Manager 7 AM to 4 PM 1 PM to 10 PM
10 PM to 7 AM
Restaurant Manager 7 AM to 4 PM 1 PM to 10 PM

Senior captain 7 AM to 4 PM 1 PM to 10 PM
10 PM to 7 AM
Captain 7 AM to 4 PM 1 PM to 10 PM
10 PM to 7 AM
Head Waiters 7 AM to 4 PM 1 PM to 10 PM
10 PM to 7 AM
Waiters 7 AM to 4 PM 1 PM to 10 PM
10 PM to 7 AM

SERVICE EXPERIENCE IN RESTAURANT

The hotel service is beyond imagination. The hotel cares guest

needs through personalized service and assures the guest's comfort.

The hotel host great leisure activities and entertainment for the
enjoyment of the guest. RADISSON Hotel is the ideal place for those
who value a pleasant Environment and luxurious life style.

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 I have undergone totally 108 days of training in the Hotel the
RADISSON. RADISSON HOTEL is a five star deluxe property in which I
have worked in restaurant.

Every day the restaurant opens at 7 0 Clock and closed at 11 P.M.

The timing of breakfast is 7.30 A.M to 10.30 A.M and lunch timing is
12.30 P.M. to 3.30 P.M and dinner

Timing is 7 P.M. to 11 P.M. for breakfast food is served as buffet and for
lunch is Ala carte is setting for the guest. If any guest asks Ala carte
order that time arranging the food for the guest. For dinner most of the
days Ala carte menu is providing to the guest for any special occasion
like Christmas , New year that time buffet dinner also arranging for the
guest.

The Important thing is when the guest is entered to the restaurant

we have to welcome them with a smile and lead them in to their to seats.

For Breakfast duty we have to reach the restaurant at 6.30 and

after we are responsible to set the buffet, for the guest. After all the
clearance of breakfast the restaurant peoples are setting the Ala carte
for lunch. If any reservation are there they have to put reservation board
on the particular Table. For dinner also they are responsible to set all
things for the guest.

In springs the rate of food is not so high. For breakfast 750+Tax =

810 charging for 1 Person. For room guest complimentary breakfast also

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providing for the guest. For lunch it’s according to the menu card. For
dinner the prices will be charged according to the menu card.

Another specialty of Royal Gallery is many types of food festivals

are arranging for the guest Sea food festival, Chinese Food Festivals
etc...

These Festivals are done in the time of dinner.

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 CHAPTER 5

SWOT ANALYSIS

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INTRODUCTION

A SWOT analysis (alternatively SWOT matrix) is a

structured planning method used to evaluate the strengths, weaknesses,
opportunities, and threats involved in a project or in a business venture.
A SWOT analysis can be carried out for a product, place, industry or
person. It involves specifying the objective of the business venture or
project and identifying the internal and external factors that are
favourable and unfavourable to achieve that objective. The technique is
credited to Albert Humphrey, who led a convention at the Stanford
Research Institute (now SRI International) in the 1960s and 1970s using
data from Fortune 500 companies.

This would allow achievable goals or objectives to be set for the

organization.

 Strengths: characteristics of the business or project that give it an

advantage over others.
 Weaknesses: characteristics that place the business or project at
a disadvantage relative to others
 Opportunities: elements that the project could exploit to its
advantage
 Threats: elements in the environment that could cause trouble for
the business or project

Identification of SWOTs is important because they can inform later steps

in planning to achieve the objective.

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SWOT ANALYSIS STRENGTH
Customer Service
"Customer Service" has a significant impact, so an analyst should
put more weight into it. "Customer Service" will have a long-term
positive impact on this entity, which adds to its value. This
qualitative factor will lead to a decrease in costs.

Loyal Customer Base

This company has a loyal customer base. This keeps customers
coming back and staying at their many different locations. These
statements will have a short-term positive impact on this entity,
which adds to its value.

1. WEAKNESS

 Absenteeism of employees.
 Limited amount of employees to attend guest needs

 Failed to maintain adequate supplies of the department from time

to time.
 Most employees don’t have hospitality education and
communication skills.
 Staffs are not happy with their shifts.

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2. OPPORTUNITIES

Major Entertainment Events

Major entertainment events attract people from all over to

come and see whatever entertainment event that may be in town.
This gives hotels an opportunity to have customers stay at their
locations and profit from the demand.

Acquisitions

Being in the right position to purchase other hotels can give

the company an advantage to gain market share. With prices fallen
it would be cheaper for a company to purchase a company that is
suffering add them to their portfolio.

Hotel Renovations

Hotel renovations give the hotels a facelift that attracts

customers from all over to come and stay at their newly design
place. This gives the company an opportunity to gain more market
share and gain new customers.

Others
 Opportunities for the trainees for future job.
 The Hotels Sales team is so strong that it generates good revenue
during low times also.
 Employees can jump from one department to another if they have
the potential.

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3. THREATS

Terrorist Attack
Terrorist attacks always pose a threat to companies,
especially those who hold large amounts of people at any given
moment. Any type of attack would be a major concerned to any
company.

Slow Market Recovery

A slow market recovery keeps customers from
being able to travel like they did when times were much greater.
This slows down travelling industry which affects the lodging
business.

Competition for Hyatt

The company faces a lot of competition in the hotel
business. This places a challenge on the company to keep its
market share.

Others
 The supplier fail to supply raw materials in time.

 Fluctuation in the price of raw materials affect the budget of the

company.

 The machineries are not given routine check up.

 Government policies affect the operating of the hotel.

 Affected by the inflation of price, cost of running the hotel.

 Bad communication skills of employees.

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SOLUTION

 CREATE STRATEGIC GOALS

 Marketing Department
 Rooms Division
 Food & Beverage
 Human Resources
 Accounting Department
 Spa & Other Revenue Department
 Facilities Maintenance
 Energy Department

 HIRE FOR ATTITUDE NOT FOR EXPERIENCE

Human resources department will be keen on recommending
prospective employees with the following Acronym in mind – KASH
K- Knowledge can be increased with on the job training
A- Attitude, you have it and cannot be learned.
S- Skills can be taught
H- Habits can’t be changed

 TRAIN MANAGERS TO BE BETTER LEADERS

 All department heads will be requires being hands on trainers.
 Department heads are to be visible and must be available to all
guests in hotel.

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CONCLUSION

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CONCLUSION

The 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 business.

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 skills and
reinventing himself in order survive in the dynamic environment. We also
need to have a good person skill, which we should be able to
communicate as well as interact with other working professional
including pals and client 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 install 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.

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BILIOGRAPHY

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BIBLIOGRAPHY

1. Personal Involvement in the hotel

2. Information collected from different department and staffs of hotel
3. 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_Review

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