Overview of Housekeeping Activities at Coventina Lake Suites

“An Overview of Housekeeping Department Activities at Coventina Lake Suites”
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Chapter 1: Introduction Part
1.1 Introduction:
Bangladesh is a reverie country having attractive panoramic beauty. There are hills, vales, deep
and mangrove forests, rivers and the longest unbroken sea beach in the world. In this country, we
have the scope of nature based tourism as well as culture based tourism. Tourism in Bangladesh is
a slowly developing foreign currency earner. The country has much to attract international and
domestic tourists. Bangladesh’s tourist attractions include archaeological sites, historical mosques
and monuments, resorts, beaches, picnic spots, forests and tribal people, wildlife of various
species. Bangladesh offers ample opportunities to tourists for angling, water skiing, river cruising,
hiking, rowing, yachting, sea bathing as well as bringing one in close touch with pristine nature.
Lonely Planet ranked Bangladesh as the best value destination for the year 2011.
(www.lonelyplanet.com, 2018).
In the northern part, comprising the Rajshahi division, there are archaeological sites, including the
temple city Puthia in Rajshahi; the largest and most ancient archaeological site, Mahasthangarh in
Bogra; the single largest Buddhist monastery, Paharpur in Naogaon; the most ornamental terracota
Hindu temple in Bangladesh Kantaji Temple, and many rajbaris or palaces of old zamindars. In
the south-western part, mainly the Khulna Division, there is the Sundarbans, the largest mangrove
forest of the world with Royal Bengal Tiger and spotted deer. The historically and architecturally
important sixty domed mosques in Bagerhat is a notable site.
In the south-eastern part, which is the Chittagong division, there are natural and hilly areas like
Chittagong Hill Tracts, along with sandy sea beaches. The most notable beach, in Cox’s Bazaar, is
a contender for the title of longest unbroken sandy sea beach in the world. In the north-eastern
part, Sylhet division, there is a green carpet of tea plants on small hillocks. Natural reserved forests
are great attractions. Migratory birds in winter, particularly in the haor areas, are also very
attractive in this area (www.thedailystar.net, 2018).

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In 2004, the US Department of State estimated the daily cost of staying in Dhaka at $191. Expenses
in other areas can be much lower.
Hospitality and tourism is the biggest employment industry. According to Bangladesh Porjatan
Corporation and the total contribution of Travel & Tourism to GDP was BDT840.2bn in 2016
(4.3% of GDP) and is expected to grow by 7.2% to BDT900.7bn (4.3% of GDP) in 2017. This
industry employs a huge number of lower levels, entry level, midlevel as well as higher level
occupational or professional group of peoples. The total contribution of Travel & Tourism to
employment was 2,187,000 jobs in 2016 (www.wttc.org, 2018). The study of Hospitality
Management will facilitate the decision makers to assess the intensity of the problem and to plan
accurate measures to train and develop a good number of manpower for facing the current need
readily. That’s why we are very much interested to join with this sector to grow up our career. We
have chosen housekeeping department to work because of The Housekeeping department takes
pride in keeping the hotel clean and comfortable, so as to create a ‘Home away from home’. The
aim of all accommodation establishments is to provide their customers with clean, attractive,
comfortable and welcoming surrounding to the guest.
1.2 History
During the post-Second World War era, tourism demand has rapidly increased and tourism has
become a worldwide phenomenon. Not surprisingly, this post-war boom has drawn the attention
of many developing countries, and tourism as one of the growing industries of the world economy
has enticed many entrepreneurs and governments of various countries to invest in the tourism
industry without proper planning and preparation (CevatTosun and DallenJ.Timothy, 2001).
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.

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The word 'hospitality' was used before the word 'tourism.' Tourism was used to describe
individuals traveling away from home beginning in the 1700s.
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 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.

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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 (www.study.com, 2018)
1.3 Objective of the report
Our report prepared based on two objectives and which are broad objective and Specific
objective.
1.3.1 Broad objective
Broad objective of our report is to discuss the overall activities of the housekeeping department
taking places at Coventina Lake Suites.
1.3.2 Specific objective
 To discuss the duties and responsivities of a housekeeping department
 To find out the operations that followed by the staffs
 To gather knowledge about the housekeeping department from Coventina Lake Suites
 To gather ideas on the services, work environment and facilities provided to guests at
Coventina Lake Suites.
 To achieve better ideas about hospitality business.
 To find knowledge on operational mistakes and ways to solve them at housekeeping
department

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1.4 Background of the report
As we have worked as trainees in a service providing hotel like Coventina Lake Suites we thought
we can select such a topic along with each and every department of this hotel which is very
important and closely related with our department and the industry as well. That is why we have
selected “An Overview of Housekeeping Department at Coventina Lake Suites” as a topic. This is
because, we think it’s very challenging to ensure guest satisfaction because of the service quality
control and ensuring the guest satisfaction is highly detected as key factors in Housekeeping
activities. An ancillary Coruscate environment on guest living arena carries a well rating for the
property. Both concepts have strong impact on business performance and guest behavior. Service
quality leads to higher profitability.
1.5 Methodology
Right from the selection of the topic to the final preparation there is a systematic and organized
procedure conducted due to the proper completion of this report. This report followed a mixed
method in terms of selecting sources of data. Data were gathered from the both primary and
secondary sources.
1.5.1 Source and collection of data
Data are collected from both primary and secondary sources.

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1.5.1.1 Primary Source
 We have gathered much information from my own working experience on related field.
 We have talked to the guest about the services and their suggestion as a trainee.
 We have discussed with Manager, Supervisor, Coordinator, Room attendant also with other
associate those who are involved with this hotel.
 We have collected some information by face to face talking with the authority.
 We have taken information from another department professional in the property.
1.5.1.2 Secondary source
 We have collected data from organizational annual report
 We have collected data from log book, Internal business magazine, management reports.
 We have collected some data from their organizational website.
 We have collected data from associate.
 Data collected from associate hand book.
1.6 Limitation
As intern students, we feel that we do not have that much veteran of the hospitality industry to
analyze every micro issue, so it became a complex task for us to finish this report flawlessly.
However, as intern it was a great break for us to introduce with the types of facilities, services,
hierarchy of three star hotels and their actual mission for the present state of affairs of Coventina
Lake Suites. While nothing comes along without problem, we also had to face some problems,
which are mentioned below:

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 The sources of data collection were not rich enough.
 We were not allowed to go through frequently with each and every Housekeeping
Operational activity.
 One of the major limitation were to be mention that we were mostly allocated in the public
area service which restricted us to learn more of the other areas of housekeeping.
 According to the hotel policy they do not disclose many potential departmental information
or limited access for the trainee student in which we haven’t been able to learn many
important things.
 There were not adequate resources in relation to complete this report.
 Budget, population and sample were limited.
2 Chapter 2: Organization part
2.1 Organization Overview
Coventina Lake Suites is the first hospitality venture of Sinha and Opex Group. Coventina is
located at the most beautiful corner of the Gulshan Lake. The most beautiful panoramic view of
the city enhances the living of their guests. It is approximately nine kilometers away from Hazrat
Shah Jalal International airport at the business and diplomatic hub of country’s capital, Gulshan.
They offer 42 rooms of 28 apartments and 14 deluxe rooms which are comprehensively designed
keeping the guest comfort in mind (www.facebook/coventina.com, 2018).

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Coventina Lake Suites Mission Statement
 Enriching the experiences of our guests.
 Team member and owner through the right brands.
 Standard support and culture.
Coventina Lake Suites Vision
 “To be the mid-size regional hospitality company by 2025”
Coventina Lake Suites at a glance
Offering: Hotels, service apartment and residences
Number of rooms: 42
Market segment: Mid- to upscale
F&B: A minimum of one full-service all-day dining restaurant, one specialty outlet, lobby.
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 and swimming pool.
Other facilities: Gym, Yoga, Aerobics, Jacuzzi.

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2.1.1 Organization Structure:
Figure 1. 1 Organization chart
COO- Chief
Operating Officer
Housekeeping
Supervisor
GSA, SalesGSE, Service
GSA, Service
GSE, Kitchen GSM, HR and
Admin
GSA, HK GSA, F&B
Production
GSE, IT
Sr. Executive,
Accounts
GSA, Front
Desk
GSA,
Steward
GSE,
Maintenanc
e
GSA,
Maintenance
GSE,
Purchase
Assistant
Officer, HR
GSE, HK

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2.1.2 Key features and services:
 Fully furnished service suites with study areas
 Modern and well equipped kitchen
 Comprehensive home entertainment system
 Landscaped garden
 Swimming pool with sunbathing decks
 Jacuzzi bath and fitness center
 24/7 security and CCTV Surveillance
 Rooftop Dinning
 Car parking
 Airport transportation
 Mini conference room
2.1.3 Location of Coventina lake suites
Figure 1. 2 Location on map (www.google.com/maps, 2018)

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Location:
Road – 113, House – 28, Lakeside Drive,
Gulshan-2, Dhaka-1212, Bangladesh
+880-1992017811
sales@coventina.com.bd
2.1.4 Safety and security:
 Well trained security force.
 Close Circuit camera monitoring on all floors and guest area.
 Fire alarm with equipment.
 Smoke detector all over the place.
2.1.5 Room type of Coventina:
Coventina Premium Suites
Premium Suites are contemporary spaces designed for extended stays with 2 bed rooms & 1 living
room. A kitchen with premium appliances and balcony with siting arrangement. Enhancing the
ambience are warm carpeting floor.
Complimentary
 Buffet Breakfast.
 Housekeeping Service as per policy
 Unlimited internet facilities through Wi-Fi
 Fitness center (1 Hour Everyday)
 Swimming Pool (Twice in a week)

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Facilities:
 Fully furnished serviced apartment.
 731 Sqft 2 bed rooms view apartment.
 Complimentary Four bottle water.
 King-size bed.
 Extra sofa bed in living room.
 Well-equipped kitchenette.
 Microwave oven in kitchenette.
 Executive writing table &stationery set.
 Safety locker.
 Iron andiron board.
 52'' and 48'' smart television with cable channel.
 Coffee and Tea making facilities.
 Laundry service with nominal charge.
 Large refrigerator and mini bar in this suite.
 Separate living room.
 Lake-view balcony.
 24 hours ‘car parking facilities.
 Internet facilities on Wi-Fi.
 Regular housekeeping service.
 Roof top terrace uses.

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Coventina Deluxe Rooms
Deluxe rooms are modern amenities and considered for extended your stays with 1 bed room. They
feature chic furnishings, not any kitchenette with premium appliances.
Complimentary
Facilities:
 Queen size bed.
 216 Sft Lake view room.
 48'' Smart television with cable channel.
 Safety locker.
 Hot and cold water.
 Mini bar.
 Complimentary two bottle water.
 Laundry service withnominal charge.
 24 Hours car parking facilities.
 Regular housekeepingservice.

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Coventina Super Deluxe
Super deluxe rooms are modern amenities and considered for extended your stays with 1 bed room
with lake view balcony. They feature chic furnishings, not any kitchenette with premium
appliances.
Complimentary
Facilities:
 251 Sft lake view room.
 48" Smart television with cable channel.
 Queen size bed.
 Safety locker.
 Mini bar.
 Iron andiron board.
 Complimentary two bottle water
 Panoramic lake view balcony.
 24 hours ‘car parking facilities.

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Coventina Crown Suites
Crown suites are contemporary spaces considered for extended stays with 1 Bed & 1 Living Room.
Set against floor-to-ceiling views of Gulshan lake and bustling cityscape. They feature chic
furnishings, a full kitchenette with premium appliances. Enhancing the ambience are warm
carpeting floor.
Complimentary
Facilities:
 Fully furnished serviced apartment.
 48Sqft1bed rooms view apartment.
 Complimentary Four bottle water
 King-size bed.
 Extra sofa bed in living room.
 Well-equipped kitchenette.
 Microwave oven in kitchenette.
 Executive writing table & stationery set.
 Safety locker.
 Iron and iron board.
 52'' and 48'' smart television with cable channel.
 Coffee and Tea making facilities.
 Large refrigerator and mini bar in this suite.

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 Separate living room.
 Lake-view balcony.
 24 hours’ car parking facilities.
Amenities they provide to the guest
 Food basket
 Laundry bag
 Slipper
 Foam bath
 Foam jell
 Dental kit
 Conditioner
 water
 Tea and coffee setu
2.2 Departmental Overview
Coventina lake suits have several departments which is the common for a hospitality organization.
Housekeeping is one of them. Housekeeping is operation department which run by the
housekeeping team members. Coventina have standard and qualified staff to control housekeeping
department.as housekeeping department is one of the major department, they always try to improve
their service standard. The main job of a housekeeping department is to neat and clean the service
area as well as the public areas. Coventina lake suites have the equipment that use to clean and
ready the area. The equipment they use to clean service areas is very much advance which is really
helpful to maintain the time. They have several staff to maintain the guest rooms as well public
areas. Staffs are very much friendly and well-mannered which makes the guest happy and satisfied.

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The guest of coventia Lake Sutes have a special concerned ton the housekeeping department which
really motivated to the staff as well management.
Housekeeping departmental chart:
Figure 1. 3 Housekeeping chart
COO
Housekeeping
Supervisor
GSE, Housekeeping
GSA, Housekeeping

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The equipment they used for the operation are given bellow:
 Scrubbing machine: Its use to clean the floor deeply. To do the scrubbing we have to mix
warm water and foam for better result. After using this machine floor looks shiny and clean
as new. This scrubbing is used once in a week. There we have two type of scrubbing
machine.
Figure 1. 4: Scrubbing machine

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 Box Swipper: Its use to swipe all the dry dust. We have to push this machine and
automatically it pulls the dust and other things by itself.
Figure 1. 5 Box Swipper
 Dust Swipper: its use to general purpose of cleaning the public areas and it have a brush
and a bucket to hold the dirty which is easy to remove the dirty
Figure 1. 6 Dust Swipper

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 Vacuum cleaner: Vacuum cleaner is use to vacuumed all the dust.
Figure 1.7 Vacuum cleaner
 Dry mobs: Dry mobs use to clean the large floor like lobby and guest room as well. It
clean dust
Figure 1.8 Dry mobs

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 Wet mobs: After finishing the dry mobs to remove the dust finally we use the wet mobs
which make the shine the floor.
Figure 1.9 Wet mobs
 Shaker machine: Its use to takeout the dirty wet water. When we do the scribing its used
to clean the water that need in the floor. It’s a kind of vacuum Machin.
Figure 1.10 Shaker machine

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 Shampooing machine: Its use to shampooing all carpet. It’s also use to clean the sofa and
bed.by this machine we can do the carpet clean and dry easily which is very helpful for
cleaning and its consume the time. There are two type of shampooing and they are:
1. Carpet shampooing
2. Sofa shampooing
Figure 1.11 Shampooing machine

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 Water pressure machine: Its use to clean the glass and the drain which need the water
pressure. It has an option to operate the speed and it can limit
Figure 1.12 Water pressure machine

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The chemicals they use for the operation are:
 R1: Bathroom cleaner cum sanitizer
 R2: Hygienic hard surface cleaner
 R3: Glass and mirror cleaner
 R4: Furniture polish
 R5: Air Freshener
 R6: Toilet bowl cleaner
 R7: Floor cleaner
 R9: Bathroom and fitting cleaner
Figure 1.13 Chemicals that use to clean

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SOP of housekeeping department:
 Entering room and greeting guest
 Extra bed and sofa bed making
 Floor pantry maintaining and cleaning
 Key control procedure
 Lost and found procedure
 Packing for out of order rooms
 Pest control
 Prepare guest room for cleaning
 Restocking bathroom supplies
 Serving guest rooms
 Taking massage and handling complains
 Turndown service
 W/C cleaning
 Public area cleaning
2.3 Departmental Relationship with others section
All the department of Coventina Lake Suites is connected to the front office department. If any
room is vacant and d, to ready the room front office department have to inform the housekeeping
department to make the room neat and clean. After confirming by the house keeping department
front office department have to make the room vacant clean. When a guest order any food, front
office department inform to the kitchen to ready the food. After prepare the food kitchen confirm
to the front office department. After that front office department inform to the Food and Beverage
Department for pick up the food to the guest rooms. If they find anything wrong in the guest room
for cleaning, they inform to the front desk and front desk inform to the house keeping department.

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If housekeeping department find anything wrong in the room they inform to the front office
department and front office department infirm to the maintenance department. After getting the
job order, along with a housekeeper they fix the problem and make a clearance report to the
housekeeping department. Housekeeping department inform to the front office department. By this
process all the department elate with each other’s.
Figure 1.14 Departmental relationship with others department
Front desk
Housekeeping Maintenance
department
Kitchen
Sales and marketing
department
Food and Beverage
department

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3 Chapter 3: Report Part
3.1 Different department duties and responsibilities
Every hotel has several departments which are interrelated witch each other’s. Every department
have their own duties and responsibilities. As we do our internship at front office department, we
also have some duties and responsibilities.
3.1.1 Housekeeping Department:
Housekeeping department ensure clean, comfortable and nice environment for the guest and
associates. Coventina Lake Suites try to ensure the guest satisfaction by the housekeeping
department. Thorough cleaning and organizing public spaces, housekeeping departments ensure
that what the guests see and experience result in a positive impression of the property.
Activities of housekeeping department
 Clean the public areas.
 Report to the housekeeping supervisor.
 Makeup the occupied rooms as instructed.
 Dusting all the vacant clean rooms.
 Clean the vacant dirty rooms.
 Set the amenities for the guest.
 Take the guest and staff laundry.
 Return all the laundry in time to the guest.
 Make an inventory report as their format.
 Put all activities to the housekeeping log book.

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Responsibility of housekeeping room attendant
 Check trolley equipment
 Enter room and open curtains and windows
 Flush toilet and apply toilet cleaner
 Collect all rubbish and garbage all
 Maintenance check and report
 Collect china glass and sock in sanitizer
 Strip bed and remove all soiled linen from room
 Make bed
 Clean basin, tiles, walls, door and its frame
 Clean toilet
 Replace bathroom linens and supplies
 Clean bathroom floor
 Repot the room as ready using normal procedure
 Switch light off and close the door
3.1.2 Food and Beverage Department
3.1.2.1 Food & Beverage Production
Food production in catering term simply refers to the food preparation and control. This is a sub
department of food and beverage department in a large hotel comprises of various kitchens
concerning mainly with the continental, Chinese and Indian cuisine. In the food production cycle,
these kitchens receive the core or ready-made ingredients, processing them through the preparing
and cooking methods, and deliver them via various service outlets to the customer table. This sub-
department is designed providing the several section include preparation area, cooking area,
storage area, cleaning area, etc. Hence, these section play a vital role in preparing dishes in order
to the acquired recipes mentioned in different menus.

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3.1.2.2 Food & Beverage Service
Food and Beverage service department in a Hotel. This department plays a vital role in hotel
revenue. Housekeeping Department sector contributes a great deal to the profits in hospitality
industry. With the increase in importance of business meetings, a range of personal and social
events, a large number of customers visit catering establishments frequently. The food and
beverage professionals tirelessly work to intensify customers’ experience through their service.
F&B Services can be of the following two types
 On Premise − Food is delivered where it is prepared. The customer visits the premise to
avail the food service. For example, restaurants, pubs, etc.
 Off Premise or Outdoor Catering − This kind of service includes partial cooking,
preparation, and service at customer’s premises. It is provided away from the F&B Services
provider’s base on the occasion of major events which call for a large number of customers.
3.1.3 Front office department:
Front office is the vital point of a hotel. This is the first stage that a guest face. We believe that
first impression is the last impression. So the front office has to do their duty properly. Front
desk executive’s duties and responsibility are
 To take reservation and check in the guest
 Collect all the information from guest
 Inform all departments about the guest
 Take the order from the guest room
 Make the KOT
 Process all the bill to the guest account
 Keep all the folio properly
 Put all necessary information to the front office log book
 Hand over the shift

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3.1.4 Maintenance department
Maintenance department of Coventina Lake Suites is very much active. When we find any kind of
faulty issue, we inform it to the front office department. Front office department inform to the
maintenance department and make a job order. Duties and responsibility of maintenance
department are;
 Collect the job order from the front desk.
 Do the maintenance job on the basis of job order.
 Confirm the job order to the front office department.
 Check the elevator in every hour.
 Change the swimming pool water and maintain it properly.
3.2 Department wise job Specification and Description
Every department of Coventina Lake Suites has its own duties and responsibilities. As a service
apartment they follow multitasking method. Front office department welcoming the guest and
make the reservation. Front office department inform the housekeeping department about the guest
reservation. Housekeeping department clean the guest room and if there any kinds of faulty they
inform to the maintenance department. After clearance the room housekeeping department inform
the front office department. Front office department make the room status as vacate clean. After
that front office department inform to the food and beverage service department about the guest
reservation and they provide the amenities to the guest room.
As we do our internship at housekeeping department at Coventina Lake Suites. Most of the time
we have to work in public areas. They did not give us the opportunity to work in the guest rooms.
Sometime we assign to the guest rooms for dusting and vacuumed the floor.

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3.3 Department wise learning Outcome
By completing our bachelor degree, we learn about theoretical concept. To fulfil the learning, we
do our internship at coventina lake suites. As they are not that so much renounced hotel, they
follow multitasking job. That’s why we have to go by all the departments.
Housekeeping department:
 We learned how to clean the dirty by using different type of chemicals
 How to use the vacuum machine and how to clean it
 How to use the scrapping machine
 How to use the carpet shampooing
 We learned how to make the bed and makeup the room properly
 We also learned how to make inventory and how we can manage it properly
 How to clean w/c properly by maintaining proper hygiene
F&B Services department:
 We learned how to make a buffet setup for breakfast
 The procedure to serve the food to the guest room
 Service sequence that the hotel follows to satisfy the guest
Front office department:
 How to write KOT for billing the guest
 How to take the order
 How to process the order
 The process of making the guest bill and how it posting to the guest account

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4 Chapter 4: Concluding Part
4.1 Findings
During the periods of our internship we faced many situations. Some of them are good and some
of them are not good. By this situation we learned so many things. As coventina lake suites is
newly launched hotel by OpexSinha group, they are very much concern to the guest who take
accommodation for long time (at least 3 nights). That’s why half of the rooms are vacant. As a
result, to operate the hotel they recruited only few staffs, rest of them are internship students.
 Hotel staff are very much friendly and that creates good working environment.
 Lobby area was not big enough.
 To motivate the trainee, the hotel provides some remuneration to the trainee.
 Trainees did not get the opportunity to make up the occupied rooms.
 They have only two elevators which are not enough for staff as well as guest.
 Organizational structure was not standard.
 Multitasking is good for learning but its hampered the daily work schedule.
 Sometime we face the limitation of equipment’s, which is needed for the operation.
4.2 Recommendation
 Hotel staff should maintain the professionalism as always they had.
 Lobby area should extend.
 Hotel should continue giving this type of remuneration.
 Hotel should give the opportunity to the trainee to go by the guest room.
 Every service area they should have a pantry which may increase of using elevator.
 Organization employee structure should be standard.
 Work should divide by department wise.
 Requisition should give properly and inventory should maintain every day.

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4.3 Conclusion
As Coventina Lake Suites is a service apartment which is stablished in the most developed area,
which is the main focus for this hotel. In this report we tried to give all the information related to
Coventina Lake Suites, which was gathered during the time of doing practical work in
Housekeeping department. In this report we emphasized on the basis of overall activities of
Housekeeping department. It is a great and worthwhile experience for us to work in Coventina
Lake Suites. This internship gives us an overview of housekeeping department very clearly. On
the other hand, we have learned many different things that have no similarity or we haven’t found
earlier in our life. There is no doubt it was a grand opportunity for us to do our practicum in such
a renowned four-star hotel, which has enriched our theoretical and practical knowledge and it will
really help us in the near future to do our job perfectly. We are glad to work as a housekeeper at
Coventina Lake Suite- a four-star service apartment brand of Sinha group.

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4.4 Reference
 CevatTosun and DallenJ.Timothy, 2001 “Cultural Heritage and Tourism: tourism demand
has rapidly increased”, Channel View Publications.
 http://www.coventina.com.bd [Accessed on 15 October, 2018].
 https://www.facebook/coventina.com [Accessed on 10 October, 2018].
 https://www.thedailystar.net/travel/best-travel-destinations-for-2019-bangladesh-ranks-
lonely-planet-7th-tourism-1651204 [Acceded on 28 September, 2018].
 https://www.lonelyplanet.com/bangladesh [Acceded on 28 September, 2018].
 https://study.com/academy/lesson/hospitality-industry-history-origin.html [Accessed on 2
October, 2018].
 https://www.wttc.org/economic-impact [Accessed on 2 October, 2018].

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5 Chapter 5: Appendix Part
5.1 Abbreviation of housekeeping
 BLO-Blocked
 CI-Check In
 CO-Check Out
 D-Double Bed
 DL-Double Locked
 DND-Do Not Disturb
 FIT-Free Individual Traveler
 FOC-Free of Charge
 GI-Guest Inside
 GO-Guest Outside
 HU-House Use
 K-King Bed
 MUR-Make Up Room
 NCI-Newly Check In
 NS-No Show
 NSD-No Service Done
 NSP-No Signing Privilege
 OCC-Occupied
 OOO-Out of Order
 OS-Out of Service
 Q-Queen Bed
 RAB-Roll Away Bed
 S-Single Bed
 SO-Sleep Out
 SPATT-Special Attention

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 T-Twin Bed
 TDS-Turn Down Service
 VAC-Vacant
 VC-Vacant Ready
 VD-Vacant Dirty
 OC- On Charge
5.2 Pictures of Coventina Lake Suites
Figure 1.15: Coventina lake Suites

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Figure 1.16 Lobby of Coventina lake Suites
Figure 1.17 Front Desk (www.coventina.com.bd, 2018)

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Figure 1.18 Coventina Crown Suites

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Figure 1.19 Deluxe Room

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Figure 1.20 Super Deluxe Room

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Figure 1.21 Coventina Premium Suites

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Figure 1.22 Emergency Fire Fighting Equipment

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Figure 1.23 Rooftop

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Figure 1.24 BBQ dinner party
Figure 1.25 Morning Setup of Rooftop

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Figure 1.26 Safety Locker
Figure 1.27 Amenities

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Figure 1.28 Corridor of the guest floor
Figure 1.29 Guest Room Kitchen

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Figure 1.30 Gymnasium
Figure 1.31 Aerobics

Overview of Housekeeping Activities at Coventina Lake Suites

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