A Study on Overall Hotel Operation and Focusing on Front Office Department in Amari Dhaka

1. Dissertation Report
A Study on Overall Hotel Operation and Focusing on Front
Office Department in Amari Dhaka
Submitted to:
Jashim Uddin Sarker
Chairman
Department of Tourism and Hospitality Management
The Peoples University of Bangladesh
Submitted by:
Mehedi Hasan
ID: 19234102101
Department of Tourism and Hospitality Management (34th
batch)
The Peoples University of Bangladesh

2. LETTER OF TRANSMITTAL
JashimUddinSarker
Chairman
Department of Tourism and Hospitality Management
The Peoples University of Bangladesh
Subject: Submission of Internship Report
Dear Sir,
With all due respect I would like to state that I have completed my internship at Amari Dhaka Hotel
and here is the internship report on “A study on overall hotel operation, focusing on Front Office
department in Amari dhaka” of the organization to fulfill my prerequisite for completion of the
course on internship.
This internship opportunity at Amari Dhaka Hotel has exposed me to the hospitality sector of our
system and has helped me learn and gather vast knowledge about how the service industry operates.
In this report I have discussed the overall hotel operation and will describe the front office operation
as well that is carried out by Amari Dhaka Hotel. I would be very grateful if there any suggestions
or recommendations that will help me further improve this report.
Thank you for your kind and helpful cooperation in directing me as to how to prepare this report.
Yours Sincerely,
Mehedi Hasan
ID: 19234102101
Department of Tourism and Hospitality Management (34th
batch)
The Peoples University of Bangladesh

3. ACKNOWLEDGEMENT
First of all, I thank Almighty ALLAH for granting me an internship opportunity at a reputed
organization and giving me enough patience and will to work and learn from there.
This internship opportunity has been one of the most educative and constructive programs in my
undergraduate curriculum and I am very much pleased to have been supervised by such brilliant
individuals.
I would like to thank and express my appreciation towards Jashim Uddin Sarker, Chairman
Department of Tourism and Hospitality Management The Peoples University of Bangladesh for
helping me throughout these three months of my internship. All the instructions and guidelines
presented to me have helped me more than enough to complete this report.
I would like to express my deepest gratitude to the Duty Manager of Front Office Mr.Mamun who
allowed me to carry out internship program in the renowned department. Again want to thanks other
concern in Amari Dhaka Hotel for their sincere help and guidance in carrying out necessary works to
write this report.
Finally, I would like to thank all my friends and family for their continuous motivation and support,
especially my parents and family

4. EXECUTIVE SUMMERY
Amari Dhaka Hotel – is the gateway to Bangladesh vibrant capital. Conveniently located in Dhaka's
new business district is in Gulshan-2, the ideal choice whether on business or travelling for leisure.
Stylish and spacious yet incredibly cozy, our 134 guest rooms and suites feature free Wi-Fi, 40 inch
LED TVs, rain showers, work desks, individual climate control and stunning lake views. The perfect
venue for meetings in Dhaka which offer four separate function spaces ranging from The Eden -
Grand Ballroom for cocktail dinners of up to 350 people to the more intimate Karishma, all fully
equipped with modern audio-visual technology. A dedicated team is also on hand to help the guest
with planning needs. Share exciting experiences at Amari Dhaka hotel, whether it's sampling simple
yet delicious cuisine at Amaya, winding down to fun and easy treatments at Breeze Spa or lazing
around by the pool, our hotel is just right for spending time with family, friends or colleagues when
guests are on the road.
The heart of a hotel industry is front office department which connected with the proper functioning
of some departments. From pre arrival to late check the entire factor dependent by the activities of
front office. Guest satisfaction mainly depends on the success of perfectly front office task.

5. Contents
EXECUTIVE SUMMERY ........................................................................................................V
Abbreviations and acronyms:....................................................................................................1-2
Chapter 1……………………………………………………………………………………...3
1.1: Introduction………………………………………………………………………………4-5
1.2: Background History of “Amari Dhaka”..............................................…………………..6
1.3: Corporate Social Responsibility………………………………………………………....7
1.4: ONYX Brands…………………………………………………………………………...8-9
1.5: Mission, Vision, Key Strategies and Core Values……………………………………....10-11
1.6: Company profile, Product and Service Offerings in Amari Dhaka……………………..12-13
1.7: Security............................................................................................................................. 14-15
1.8: Organization Hierarchy………………………………………………………………….16
Chapter 2…………………………………………………………………………………….17
2.1: Objective of the study……………………………………………………………………18
2.2: Methodology……………………………………………………………………………..19
2.3: Data Sourcing…………………………………………………………………………….19
2.4: Scope of the Study………………………………………………………………………..20
2.5: Limitations of the Study….................................................................................................20
Chapter 3………………………………………………………………………………………21
3.1: Different Departments of Amari Dhaka.....................................................................……22
3.2: Duties of different department at a glance .........................................................................23
3.3: Front office Department .....................................................................................................24
3.4: Front Office job responsibility ............................................................................................24
3.5: Room Category of Amari Dhaka........................................................................................ 25
3.6: Sub division of Front Office............................................................................................... 26
3.7: Front office Operation in Amari Dhaka .............................................................................27-32
3.8: Front Office Hierarchy in Amari Dhaka ............................................................................33
3.9: Front office Layout............................................................................................................. 34
3.10 : Guest rooms and promotion… ................................................................................……35-36

6. Chapter 4.................................................................................................................................. 37
Comparative business statistics among 5star hotels in Dhaka city…........................................38-39
Chapter 5.................................................................................................................................. 40
SWOT analysis of Amari Dhaka..............................................................................................41
Chapter 6................................................................................................................................. 42
Findings and Recommendation, Conclusion ………………………………………………...43-44
Reference…………………………………………………………………………………….45

7. Abbreviations and acronyms:
Back to Back: A sequence of consecutive group departures and arrivals usually arranged by tour
operators so rooms are never vacant; a floor plan design that brings the piping of adjacent baths into
a common shaft.
Benchmarking: Comparing results with similar tourism businesses or assessing the business against
an industry average.
-Block: An agreed: upon number of rooms set aside for members of a group planning to stay at a
hotel
-Booking: Term used to refer to a completed sale by a destination, convention Centre, facility, hotel
or supplier (i.e. convention, meeting, trade show or group business booking).
-Complimentary: No charge is made for the item or service offered.
CRS: Central Reservation System
GDS: Global distribution system
-Gross Rate: Same as rack rate. The accommodation rate quoted to the public. Group, convention,
trade show, meeting and incentive rates are negotiated by the hotel and program organizers
.
-Group Rate: Negotiated hotel rate for convention, trade show, meeting, tour or incentive groups.
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- V Vacant
- VC Vacant Clean
- VD Vacant Dirty
- VCI Vacant Clean Inspected
- OC Occupied clean
- OD Occupied Dirty
- ONL Occupied No Luggage
-C/O Check out
-S/O Sleep out
-OO Out of order
- VIP Very important person
- SA Special attention
-DND Do not disturb
-PMS: Property Management System
-SWOT: Strength, weakness, opportunity and threat
-Items86: Not available (items or food) in the outlet or entire hotel.
-FO: Front Office
-FnB:Food and Beverage
-ENT: Entertainment form
-HRIS: Human Resource Information System
-AGD:AmariGulshan Dhaka

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Chapter: 1
The Organization

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1.1: Introduction:
The hospitality industry is considered as one of the largest industry in every nation and it can help
the country gain additional economic improvements. The idea of tourism and other hospitality
business gave birth is both introducing the beauty of the country and at the same time, maintaining
its beauty for the sake of the future. Tourism and hospitality are very favorable for the countries that
are under the series of development and the people are seeking for the opportunities, even if there are
many challenges due to globalization. To keep up with the ever changing demand and to get a hold
of newest market segment keeping pace with dynamism and variety, innovative ideas taking over old
ones and evolving every day. Hotel industry of Bangladesh has been expanding rapidly.
In first decade of 21 century three 5 star hotel and about 50 three star hotels to Luxury guest houses
have been established all over the country. This indicates the demand of standard accommodation
facilities for both domestic and international business and leisure tourists. During the 80s,
Bangladesh was a country that had only two international standard hotels – Hotel Sheraton and
Sonargaon. Now, in 2019, Bangladesh has five international hotel chains, and these chains have
constantly dominated the local hospitality sector with incredible performance and output (The Daily
Sun, 2017).
Not only that, half a dozen more international hotel chains are set to open in Dhaka over the next few
years, due to the growing inflow of business travelers .travelers. As the economy expands, so does
the number of foreign guests in the nation and they are the main customers. For now, five star hotels
mainly cater to foreign nationals, a lot of whom are working for development organizations,
diplomats and business travelers including RMG buyers or even representatives of international
brands and retailers. At present, five international hotel chains are serving in Dhaka: Marriott
International's brands Westin and Le Meridien, Radisson, Pan Pacific and Amari. Luxury hotels in
Bangladesh are built by local entrepreneurs but operated by international hotel chains under profit
sharing arrangement (The Daily Sun, 2017).

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Local businesses in partnership with foreign hospitality brands are investing heaps to expand the
country’s luxury hotel landscape. Some big names include Bengal Group, Jamuna, Marium and even
Premier. Marium Group is establishing a 200-room hotel in Hatirjheel as the Holiday Inn Dhaka City
Centre where Jamuna Group in partnership with Marriott International, the American luxury
hospitality chain, is set to open a 700-room JW Marriott Dhaka. Premier Group is working with
Courtyard by Marriot in the Gulshan area. Unique Group, which is the parent company of the Westin
Dhaka, is constructing Sheraton Dhaka in Banani, while Lakeshore Hotels has struck a deal with
hospitality group Dusit International for a new business hotel in Uttara. Bengal Group of Industries
and Swissotel is set to build the Swissotel Dhaka at Gulshan-Tejgaon Link Road featuring 370 guest
rooms and suites. When all these under-construction properties in Dhaka are functional, the total
quantity of upscale hotel rooms will jump from existing 1,250 to 3,000 according to industry
operators. This is bound to drive up competition, which might possibly lower the room tariffs as the
supply is growing faster than the demand. However, others with a different view think the economy
has grown steadily in the last few years, but that has not been the case for the number of international
hotels (welcome skills bd, 2019).
For any developing country, hospitality and tourism services can bring in great economic potentials.
It is one of the major industries in many countries of the world and can be considered one of the
main indicators of a growing economy. Thus, infrastructural development and investment is highly
crucial and so is skill development for this growing industry which will surely need a large
workforce (welcome skillsbd, 2019).

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“AmariDhaka”hotel is one of the most exquisite, exclusive and magnificent business-class five star
hotels in Bangladesh. It is under the chain hotel of ONYX Hospitality Group, operating a network of
properties in urban and resort destinations throughout Thailand and Asia.Amari Corporate Head
Office is located in Thailand and the brand has 17 hotels and resorts in 13 destinations in Thailand,
Laos, Malaysia, China, Bangladesh, Sri Lanka, Qater and the Maldives. The parent company of
ONYX Hospitality group is Italthai in established Thailand in 1965, under Siam Lodge Hotel Group;
it later became Amari Hotels and Resorts Company Limited in 1992. ONYX offers four brands: the
luxury Saffron offering, the established Amarigroup of upscale properties, Shamaa leading
boutique serviced apartment provider, and the all-new select service OZO and among them Amari is
ONYX’s oldest and most established chain of hotels. The parent companyItalthai is the proudly
constructing partnerof countries first Metrorail project (MRT 6)
As a brand from ONYX Hospitality Group, Amari Dhaka is the most luxurious 5-star hotel in
Bangladesh. It is situated in the diplomatic and commercial area of the city which is 20 minutes
away from the airport. The hotel itself is sixteen storied high. It has 134 rooms. Our hotel offering an
outdoor swimming pool and a fitness center. Each modern air-conditioned room here will provide
you with a flat-screen satellite TV, seating area and a mini-bar. Featuring a shower, private bathroom
also comes with a hairdryer and free toiletries. At Amari Dhaka guest will find a 24-hour front desk
and a bar. Guests can pamper themselves at the massage parlor. Other facilities offered at the
property include luggage storage. Customers or guests of Amari get the International service quality
on call by maintaining Asian culture. The Amari culture is built around four key pillars aimed to
provide guests with culturally enriching and memorable experiences
1.2: Background History of “Amari Dhaka”

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1.3: Corporate Social Responsibility
Recognizing the importance of being a good corporate citizen, Amari Dhaka has an agreement with
SPP (ShishuPolli Plus) and Baht for better life that we will be serving their needs. We have aligned
our values and practices with a sense of connection to the environment, and by giving back to the
communities in which we live and work. Each ONYX brand has its own particular area of focus, e.g.
Biodiversity for Saffron, Education for Amari, Environment for OZO, and Poverty Alleviation and
Entrepreneurship for Shama. ONYX Hospitality Group has introduced20/20 Green Vision. We
continually strive to broaden the scope of green practices undertaken by our hotels and resorts. The
20/20 Green Vision symbolizes ONYX’s clear focus and genuine commitment towards protecting,
preserving and improving the environment we operate in.

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SAFFRON:
Led by rarified sophistication and unique encounters, Saffron understands the unspoken treasures in
life and creates the luxury of time, space and beauty for guests to savor and indulge. An
international, five-star offering, Saffron will selectively acquire and develop premium properties in
1.4 ONYX Brands
urban and resort destinations across the Asia-Pacific, Arabian Gulf and Indian Ocean regions. The
Saffron experience is built around four key pillars aimed to provide guests with full control of the
most rarefied and experiences. (Onyx- hospitality.com/development/our-brands, 2011, P-1)

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AMARI:
Amari is ONYX’s most established chain of hotels. Proud of its Asian roots, Amari creates
memorable experiences that embody the spirit of local culture as well as enhancing the renowned
traditions of Asian hospitality. With a network of properties spanning Thailand to the Middle East,
Amari offers a vision of contemporary Asia. Every Amari property shares the flavors and texture of
its setting. So whether travelling for business or pleasure, guests will discover contemporary spaces
alive with energy and zesty menus designed to share with family and friends. The Amari culture is
built around four key pillars aimed to provide guests with culturally enriching and memorable
experiences:
Connected to Asian culture – guests are provided with a revitalized view of contemporary Asia
International standards – reliable quality and service that can be trusted
 Straight from the heart – informed and down-to-earth service from genuine and caring team
members
 Embracing and sharing experiences – specially designed spaces, activities and menus so guests
can come together Amari is expanding across the region with launches planned in the coming years
in India and Indonesia. (onyx- hospitality.com/development/our-brands, 2011, P-2)
SHAMA:
Shama is ONYX’s luxury boutique serviced apartment provider epitomizing comfort, style and
luxury. Shama appeals to discerning executives and families wanting more than just a stylish place to
stay but an aspirational lifestyle. Thoughtful service is at the heart of the Shama experience, ensuring
guests always feel at home.(onyx- hospitality.com/development/our-brands, 2011, P-1)
OZO:
The OZO philosophy is all about delivering restful nights, energizing mornings, and the tools to offer
on-the-go guests a quality experience without all the fuss. Practical yet stylish accommodation will
exceed mid-market expectations, while the central, modern lobby area is the place where multi-
tasked staff will deliver great service in an efficient way.(onyx- hospitality.com/development/our-
brands, 2011, P-3)

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Mission:
Enriching the experience of our guests, team members and business partners through the right
brands, network, standards, support and culture.
Vision:
To be a leading Asian hospitality provider by 2018
Key strategies:
The key strategies are,
• Do what is right
• Never give up
• Learn and grow
• Listen ,speak share
• Bring fun to the work
• Create an impact
Core Values:
Our Core Values represent our identity in the way we think, the way we do things, the way we treat our
customers and the way we treat our colleagues. Our values are the foundation of who we are - the guiding
principles of ONYX are described below
1.5: Mission, Vision, Key Strategies and Core Values

17. Enthusiastic:
It is a feeling of energetic interest in a particular subject or activity and an eagerness to be involved
in it, for ex- Dealing with children, treat children with as much politeness as adults, but a little less
formal Handling complaints: Listen and empathies, fix the problem etc.
Responsible:
* Having the job or duty of dealing with or taking care of something or someone
*Able to be trusted to do what is right or to do the things that are expected or required
* To fill or affect with a specified feeling, thought etc.
* To guide or control by divine influence
Inspiring:
*To fill or affect with a specified feeling, thought etc.
*To guide or control by divine influence
Compassionate:
* To be attentive and always be ready to help guests for ex- by sharing personal knowledge and
experience
,
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As mentioned in their website; “Amari Dhaka (under the chain of ONYX hospitality)” is a
magnificent new-generation business class hotel ideally located on Gulshan 2 area. This area is
commonly known as a diplomatic and business zone .many ammembessyes are very nearby
surrounding the hotel.it can be mentioned that the airport is only at 8 km from the hotel moreover
HOTEL DETAILS
Property name: Amari Dhaka
Address: 47, Road 41, Gulshan-2, Dhaka 1212
Telephone: +88 02 9841951, +88 02 55059620
GM’s telephone:
Fax: +88 02 9841952
Email: dhaka@amari.com
Website: www.amari.com
Location Gulshan-2, Dhaka
Year hotel opened: 2014
Opening date: 28/05/2014
Grand opening date: N/A
Year last renovation: N/A
Hotel category: 5 star
Number of rooms: 134
Number of floors: 17
1.6: Company profile, Product and Service Offerings in Amari Dhaka

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Room Division:
Offering: Business Hotel.
Number of rooms: 134
Concierge Service
F&B: (Food & Beverage)
.Cascade Coffee Lounge (24 hours)
. Amaya (Main Dining) the biggest Buffet Restaurant around the city where guest can enjoy Asian
cuisine.
.The DEN (executive club lounge),available for private parties .It offers a cozy venue for VIP, and
special members and entertain them by providing personalized services
Cuisine:
IRD (In Room Dining) 24 Hours
Dec 41 (Main Bar of the hotel)
The Den (Private Bar for the guest)
Meeting Facilities:
Ballroom: Eden: 317 sq., round table.
Ankita: 80sq.
Karishma: 13.5 sq.
Health Club facilities: Fitness Centre
Swimming pool
Breeze Spa
Jacuzzi
Personal training
Laundry Services:
Working hours: (08:00 - 20:00)
7 days a week

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Amari Dhaka received a Certificate of Excellence from Onyx Hospitality Group.The accolade
honors security excellence, which is given for reaching the highest level of security for meeting or
exceeding the requirements of 10-disciplines in the Onyx Security Management System (Bangladesh
Monitor, 2017). To qualify for the Certificate of Excellence, Amari Dhaka has met the requirements
in staff security awareness and vigilance, Onyx welcome and protects procedures, baggage and
personnel screening, good inwards screening, CCTV surveillance and active monitoring, key control,
pedestrian and vehicular access control, lockdown procedures, Emergency response organization,
Security incident reaction capacity .
The hotel has also received security clearance from institutions, embassies, organizations, corporate
entities, foreign missions, international NGOs and MNCs who regularly place their employees and
guests in our care. The hotel is fitted with 86 CCTV cameras with night vision systems, with footage
recorded and retained for 30 days. Amari Dhaka is the only hotel that has license from the UK for
ordinance sniffing dog "BLEK" providing 24/7 canine protection.’Blek’ is trained on 9 different
types of explosive detection to identify hostile and hiding persons as well as threatening ordinance
material.
All front glass has been equipped with certified "Anti Blast" film.
1.7 Security

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Fig 1:ONYX Certificate for Security level 10+Fig 2:Sniffing dog ‘Blek’
Fig 2: Anti-Blast Certificate

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FnB HK
Manager Manager
Director of
Sales &
Merkating
Director of
Finance
HR
Manager
Enginnernin
g
Manger
Front
office
Manger
Executive
Chef
ging
ctor
Mana
Dire
Chief
Executive
Officer
Executive
Secretary
General
Manager
Fig:Amari Dhaka organization Hierarchy
1.8: Organization Hierarchy

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Chapter: 2
Overview

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The main objective of this report is to note down the adopted functions of different divisions of
Amari Dhaka .Due to current pandemic situation, some dare could be mismatch but I will also
present the fluctuation of performance during political unrest. At last, this report will end analyzing
conducted guest satisfaction survey.
Broad Objectives:
The main objective of this report is to note down the overall hotel operation of Amari Dhaka and also
provide a broad way of the task of Front Office operation, Check In ,Check out, Reservation
, Cashiering and cash handling Process and how Front office Communicate with other department is
another vital objective f this study
Specific Objective:
The specific objectives of this report will be the following:
Observe the daily operations of, front office department and housekeeping department
Evaluate the daily operations against the standard benchmark
Explaining the weakness of the hotel
To measure fluctuation of performance through the timeline
Measurement of guest satisfaction
To give an overview of Amari Dhaka.
To focus on the products, services, work environment and facilities provided to Associates of Amari
Dhaka.
2.1: Objective of the study

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The sources of data include primary and secondary data sources.
Primary Sources:
Primary data is collected by internal report and data of Dhaka Regency Hotel and Resort.
Secondary Sources:
The secondary data is data, which is collected and compiled from different sources and are used in
research for this study.
 Amari Dhaka Hotels data bank
 Internal report and data analysis
2.3: Data Sourcing
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. The indispensable portion of the
report was to identify and assemble data; the classification of those data, analyzing those data and
interpret and present those data in an organized way so that the vital points can be recognized.
 Observation
 Practicing work with day to day activities
 The survey questioner is prepared by the organization and supplied the guest room find out
guest satisfaction
 The targeted population was walk-in guest, confirmed reservation and Air Arabia airlines.
 Microsoft Excel will be used for analyzed data with graphical presentation.
2.2: Methodology

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2.4: Scope of the Study
2.5: Limitations of the Study
 Newspaper
 Magazine
 Annual Report
 Internet
The main intension of this study is to determine the operation process of Front Office department.
Apart from that this report will help the reader to find out the altogether hotel operation procedure
along with different department.
The project is full of information but it has some limitations too, as it may slightly different from the
actual scenario, they are discussed below:
For confidential reason or secrecy of management of Amari it had not been possible for me to
collect all the necessary data for this project.
 A large quantity of time was required to manage and sort the huge chunk of data in proper
manner.
Some useful information cannot be expressed in this report for the reason of Confidentiality.
 Though we have prepared many reports before, we had no experience of internship. So
inexperience is one of the main constrains of the study.
 Hotel policy of not disclosing some sensitive data and information for obvious reason posed an
obstacle to the practical orientation that could be very much useful.

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Chapter: 3
Job Description

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Kitc
hen
F&B Service
Front Office
Housekeeping
Engineering
Fina
nce
Sales &Merketing
Human Resources
.
3.1: Different Departments of Amari Dhaka

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In below we discuss the task responsibility of different departmens:
3.2: Duties of different department at a glance

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3.3: Front office Department
Front Office is called the heart of the hotel. This is the place where customers first arrive in the hotel,
where they can check in at the front desk. Employees working in the front desk will also help
customers with problems and complaints.
The front office in the hotel industry, also called the reception area, which the receptionist is the one
who get in touch with the customers, most importantly, confirm their reservation and answering their
questions. The receptionist in the front office will pick up phone calls from customers too, welcome
customers and also help customers checking out at last.
The employees who work in the lobby of the hotel are also part of the front office as they get in
touch with customers directly. They will show customers the way and carry the luggage for them.
There are different parts in the front office of a hotel, which included reception, providing services
when customers asked, mailing information, concierge and employees who manage with money.
3.4: Front Office job responsibility
Front office is a term used in hotels to cover the various sections which deal with reservations, room
allocation, receiving, check in, check out, billing and payments. Front office is only one of the
departments within a hotel, as is obvious from the generalized. The job responsibilities mentioned
below,
Perform all check-in and check-out tasks
Manage online and phone reservations
Inform customers about payment methods and verify their credit card data
Register guests collecting necessary information (like contact details and exact dates of their stay)
Welcome guests upon their arrival and assign rooms
Provide information about our hotel, available rooms, rates and amenities
Respond to clients’ complaints in a timely and professional manner

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As we mentioned that Amari Dhaka s a business Hotel along with 134 luxurious room .In below we
will show the room different room category in this hotel.
3.5Room Category of Amari Dhaka
 Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to
accommodate guests’ needs
 Confirm group reservations and arrange personalized services for VIP customers and event
attendees, like wedding guests
Up sell additional facilities and services, when appropriate
Fig:Room category in Amari Dhaka

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Fig: Sub division of FO in Amari Dhaka
1. Front Desk:
Front Desk involves with check in or check out of the guest .FO executives also took the room
tariff from the guest.
Due to full feel the customer demand the FO has to collaborate with all other department in the hotel
and need to take decision quickly. That is why FO make a predominant role in a hotel.FO is consist
of different sub-division .In below we will discuss the sub division and key role at a glance
2. Concierge:
To handle guest luggage is the key task of then. Moreover they also arrange the transportation for
the guests.
3. Call Centre:
Answering all the call and provide them a satisfactory answer and take immediate acton is key
role of call center
3.6: Sub division of Front Office

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3.7: Front office Operation in Amari Dhaka
4.Fit Centre(GYM):
If anyone wants to keep fit then it is the good decision to go to the GYM and have some exercise
the staffs are provides training into guests in the fit center.
4. Guest Relation:
To greet upon c/i and provide warm welcome theguest upon c/o .They also responsible by
providing the service by knowing guest problem, needs, and also collect good feedback from the
guests.
The main activity of front office of a hotel is to sell room. The main revenue of hotel comes from
rooms. The profit of hotel business mainly depends on room sale. So the front office plays a very
important role in making good business. The front office of a hotel is an image builder of the
hotel. Every guest is getting first contact at front office and finally when he checks-out he gets
the last contact at the front office. So each person in front office is playing a critical role in
making hotel image. The activities are given bellow:
Enquiry: Describe facilities and availabilities of room
Reservation: Offer room, take reservation, update room availability chart
Confirmation: Confirm reservation, block room, update chart, prepare document.
Arrival: Car parking, luggage handling.
Check-in: Welcome the guest, make registration, assign room and given the key.
Send to room: bell man take the luggage and escort the guest up to the room.
In house: Start guest account, post bill, add advanced, monitor over due.
Settle bill: check the bill, take payment, collect room key.
Departure: notify other concerned department.

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Types of Reservations:
ii) Non-Guaranteed Reservations: Non-guaranteed reservation does not cause
2.Arrival ,Registration, Check in and send to room
Arrival & Greetings:
• A doorman must be posted at the entrance of the hotel at all times. As a car pulls up, once it
has stopped open the passenger’s door and say “Welcome to Amari Dhaka!” Help the guest
from the car if necessary (i.e. elderly, people with shopping), and ask if they have any
Financial liabilities between the Hotel and the guest.
I) Guaranteed Reservations: It also divided into two categories
1. Credit card guarantor
2. Non credit card guarantor
1. Enqury, Reservation and Confirnation:
The most important outcome of the reservations process is having a guestroom ready and waiting
when the guest arrives. This guestroom should not be just any room, but the room that best meets
the needs the guest expressed during the reservations process. At the same time, the hotel
manager and owner have different objectives for the reservations process. They would like the
reservations process to provide the highest occupancy and room revenue possible.
luggage, it will, on occasions, not be obvious or when the taxi driver will open the boot.
• If the guest is checking in, find out their name and take them to the reception desk and
introduce them to the receptionist. Another Bellboy will be unloading the luggage and
moving it into the lobby and awaiting a room number if one has not been allocated. If the
guest is just using the facilities then direct them to where they wish to go.

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Check-In
The receptionist must be a sales representative at all times. He guest must have a through
knowledge of the product they sell, details of the hotel, rates, service and facilities.
Registration:
Registration begins when front desk agent extends a sincere welcome to the guest. A warm
greeting sets the tone for everything that follows. The front desk agent moves into the
registration process after determining the guest’s reservation status. To a great degree,
registration relies on the information contained in a reservation record; front office personnel will
find registration simpler and smoother when accurate and complete information has been
captured during the reservations process.
After a guest arrives at the hotel, the front desk agent creates a registration record, a collection of
important guest information.
Sent to room
• The receptionist will inform the Concierge of the guest’s room number.
• Write down the time, bellboy’s name, and pieces of luggage in the delivery log book.
• Go up to the room using the Service Elevator, allowing time for the Receptionist to show the
guest the facilities of the room.
• If arrive up to the room and the Receptionist is still talking to the guest, knock, excuse, and
place the luggage on the luggage rack, keeping the luggage trolley against the wall.
• Place the luggage on the luggage rack and wish the guest a pleasant stay. Leave the room.
• If the guest is not in the room, let in with the master key and leave the luggage neatly on the
luggage rack.

36. The front office performs at least three important functions during the check-out andsettlement
Process:
• Regardless of whether the guest intends to pay by cash, check, credit card, or other
acceptable method, the hotel should take precautionary measures to ensure payment.
Guest account settlement depends on an effective front office accounting system that maintains
accurate guest folios, verifies and authorizes a method of settlement, and resolves discrepancies
in account balances. Generally, the front office finds it most effective to settle a guest’s account
while the guest is still in the hotel. A guest can settle an account by paying cash, charging the
balance to a credit card, deferring payment to an approved direct billing entity, or using a
combination of payment methods.
Method of payment
• It resolves outstanding guest account balances.
• It updates room status information.
• It creates guest history records.
Settle bill and Check out :
An effective guest accounting system consists of tasks performed during each stage of the guest
cycle. During the pre-arrival stage, a guest accounting system captures data related to the type of
reservation guarantee and tracks prepayments and advance deposits. When a guest arrives at the
front desk, the guest accounting system documents the application of room rate and tax at
registration. During occupancy, a guest accounting system tracks authorized guest purchases.
Finally, a guest accounting system ensures payment for outstanding goods and services at the
time of check-out.
Effective account settlement depends on the steps taken during registration to determine the
guest’s method of payment. The establishment of proper settlement or credit authorization
at the time of registration will greatly reduce the potential for unauthorized settlement and
subsequent collection problems.
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37. Night Auditing;
Deperture :Concierge task:
• Either a guest (or the receptionist) will telephone asking you to pick up guest luggage as they
are checking out. At this point, confirm the room number and query on how many pieces of
luggage they have. This is so they can decide to take a trolley if required.
• They also need to know if the guest would like their luggage stored, put into their car etc.
Log the information in the logbook; stating the time, pieces of luggage, room number, and
Bellboy allocated to the task of collecting the luggage.
• If the guest requests luggage to be picked up, the Bellboy must inform other
bellboys/doorman so that any potential walkouts can be identified.
• Take a trolley if necessary, and make way up to the guest’s room using the service elevators.
At the guest’s room knock on the door and announce “Concierge”. If the guest is in their
room say “Good Morning Mr. Smith, may I take your luggage and store it in your car?” etc.
• Always leave the trolley outside the room.
• If the guest is not in the room, enter the room move the luggage onto the trolley and quickly
glance around the room to make sure you have not left anything behind.
• Transport the luggage back to the lobby and place it either in storage, in the guest’s car, or
have it ready to load into a taxi, if the guest is in the lobby and checking out.
The night audit team reconciles the hotels daily financial transactions and other activities for
reporting purpose. Due to 24 hours nature of hotel operations this department conducts its
duties at night, when hotel or resort generally less busy. The staffing of the right audit group
is commonly small in comparison to other room divisions department. Generally the team is
led by the duty manager and is supported by anywhere from two to three night auditors.
Through in Amari Dhaka is no separate night auditor team.
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38. Cashier report.
Tide forecast for the beach update
Change the date by using OPERA software
Executive Lounge (The DEN):
The Executive Lounge will be open from breakfast time serving a smaller selection of breakfast
and evening canapés or Cocktails for the Club Floor guest and suite staying guest. No outside
guests are allowed in this lounge.
The Club Floor Lounge on the 15st
floor offers unparalleled luxury with an inviting, intimate
atmosphere where all your needs will be taken care of by our dedicated attendants. We have
designed this private lounge with only one purpose in mind – to offer you a luxurious oasis of
peace and relaxation.
The night auditor is responsible for the following reports
Manager Flash.
Daily comparative business analysis report.
Arrival and departure comparative report
Make the Guest lists.
History and forecast
Check the Room rate for the day
Make Continental Plan for complimentary breakfast
Business center:
The business center at The Westin Dhaka ensures that secretarial and translation services and
business support – from computers, printers and scanners to high-speed Internet access,
photocopying and faxing facilities – are readily available.
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39. Te
a
m
Lea
FO Team Member:4
FO Team Member:3
Attendant: 2
FO Team Member:2
Attendant: 1
FO Team Member:1
Team
Leader
GRO Team Member: 1
Attendant: 1
Attendant: 2
Attendant: 1
Fit Center
Guest
Relation
Call Center
Concierge
Front Office
Res: Team
Member:1
Reservation
Front Office Director
Business Center Meeting Room
This meeting space, at the lobby level, offers a fixed boardroom-style meeting setup and can
accommodate 12 guests. This room is approximately 450 square feet in size and is situated at
Business Centre. The rent for Business Center Meeting Room is TK 2500++ (10% service charge
& 15% government tax) per hour.
3.8Front Office Hierarchy in Amari Dhaka
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40. 3.9: Front office Layout
Computer 1
Reception
Printer &
Scanner
Phone Computer 2 Phone
1 2
Fig (1): Front of the House
Computer 3
Duty
Managers
Desk
Call
Centre
Desk
Front office Fig (2): Back of the House
Director
Fig: Front office layout at “Amari Dhaka”
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3.10: Guest rooms and promotion
Fig(1): Deluxe Room Fig(2): Deluxe Twin Room
Fig (3): One Bedroom terrace suiteFig (4): Junior Suite
Fig (5): Deluxe Studio Room

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Fig: Some Room promotion currently offered by Amari Dhaka.

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Chapter: 4
Business Compares

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4:Comparative business statistics among 5 star hotels in Dhaka city
Today the Hotel has established itself as one of the leading hotels in terms of revenue, service and
quality. In the field of the hospitality industry of Bangladesh Amari Dhaka is a world class property
which offers international standard service to all its guests and customers. Although this hotel served
with 134 rooms only but is a potential competitor among other 5 star hotels in cities under this covic
19 situation. In below we will compare the Comparative business statistics on October 2020.

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Fig: Comparative business statistics for the month October 2020 *
(*NB: Data collected from confidential sources)

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Chapter: 5
SWOT Analysis

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Strength
1. Brand Value
2. Good Location
3. Strong Team
4. Security
5.Doctor in Call
6. ATM booth inside the
hotel 7.Own power supply
facility 8.Towns best rooftop
bar
Weakness
1. Small Space
2. Insufficient Staff
3. Not Globally Familiar
4. Located in Residential Area
5.Dictatorship in top Management
6.Chain of command not executed
properly
7. lack of educated employee
8.Corporate based market policy
5:SWOT analysis of Amari Dhaka
SWOT stands for Strengths, Weaknesses, Opportunities, and Threats, and so a SWOT Analysis is a
technique for assessing these four aspects of business.
6.Lack of government interest in
this sector
very
Turnove
5. Management
High
Threat
1. Competitor
2. Rules & regulation
3. Staff Turnover
4. Need to pay a good amount of
taxes
Opportunity
1. Good Relation with Media,
Bank, and Agencies.
2. Attuned Job fair
3. Provide Opportunities to
fresher
4.Maximize revenue
5.Introducing package during of
peak season
6. Can get maximum
foreign guest

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Chapter: 6
Findings, Recommendation and
Conclusion

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6 : Findings
During my internship period as a student of Bachelor of Tourism and Hospitality Management I
found some drawback which mentioned below
The recruitment decision making process is lengthy, which consume time and cost of money
To sales target fixed by company for every sales people which is too high to achieve, sometimes
create frustration among sales people and ultimately they become unmotivated
 Salary structure is not satisfactory for the employee. Sometime they just provide a small amount
of service charge.
Semi-skilled to skilled associate.
Associate of housekeeping performed not enough Personal grooming and hygiene
Hotel needs strong and efficient infrastructure to continue its operations.
Lack of manpower in front office department.
Recommendation
.
Though amari dhaka has a fame as a best 5 star hotel entire Dhaka city because of there strong
market policy and brand value .Hence my observation upon internship period in Amari dhaka I have
some recommendation which might be beneficial for this hotel. These are,
They need to initiates increasingly qualified workers for front office.
 Company should restructure their educational background, which should be at least graduation
from a university.
The enlistment procedure ought to be rebuilt and quicker
Housekeeping staff should well dressed and make a good 5 star hotel slandered grooming.
The sales target need to make more flexible.
Salary structure needs to resist.
The recrunment process should be making faster and they should not make applicant a waiting.

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7: Conclusion
Amari Dhaka is a new five-star hotel, conveniently located within the prime diplomatic and
commercial zone of Gulshan. The embassies, high commissions, multinationals offices, and
shopping malls are within easy walking distance. As per we know about hotel industry in the world
it’s one of the most popular and marvelous businesses in the whole world.
In this report I have tried to give all the information related to Amari Dhaka, which was gathered
during the time of doing practical work in the Front Office Department. In this report I emphasized
on the basic operational activities activity of front Office department where do I worked practically.
There are some essential qualities needed to manage a whole department and I have discussed what
those qualities are and how all the work is organized. It is a great and worthwhile experience for me
to work in the 100% international business oriented hotel in Bangladesh. The entire assigned work
has given us an overall idea of Front office department and its proper activities. There is no doubt it
was a splendid opportunity for me to do my practicum in such a renowned five star hotel, which has
enriched my theoretical and practical knowledge a lot and it will really help me in the near future to
do my job perfectly.
The success of Amari depends largely in the quality of service rendered to the guests. The findings
of the report shows both positive negative practices which are need to improve for conducting the
employees successfully. Quality of service depends on the competence and the quality of the
employees of the organization. Front office department of Amari Dhaka is now expected to work
beyond the boundaries of contracts and policies to contribute directly to the operation and success of
the company. If the Hotel considers this finding, then this will really help Amari Dhaka to turn its
threats into strengths.

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8: Reference
http://www.bihabd.com/
file:///C:/14.07/New%20folder%20(2)/THM110012.pdf
https://www.hospitalitynet.org/file/152006053.
https://en.wikipedia.org/wiki/Amari_Hotels_and_Resorts
https://cloudstorage.onyx-hospitality.com/csr/2013/onyx-csrreport-2012-2013.pdf
https://www.tutorialspoint.com/front_office_management/front_office_management_introduction.h
m
https://www.mightyrecruiter.com/job-descriptions/front-desk-receptionist/
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https://www.onyxhospitality.com/ ONYX. (2016). ONYX-HOSPITALITY GROUP
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