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Front office operation

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Front office operation

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  2. 2. 2 “Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka” Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  3. 3. Name ID Program MD AL AMIN KHAN 11211015 BATHM 3
  4. 4. Introduction .  A Brief Overview of Radisson Blu Water Garden Hotel Dhaka  Mission of the Radisson Blu Water Garden Hotel Dhaka Facilities of Radisson Blu Water Garden Hotel Dhaka. Overall activities of front office . Organization chart of front office Operation of front office department. Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka 4
  5. 5. Topical Coverage  Duties and Responsibilities Performed During Internship in front office department. Objective of the Report Scope of the Study  Methodology Limitation of the Report  Finding of the Report  Recommandations  Conclusion Question and Answer sassions 5 Operation of Front Office department in the Radisson Blu Water 5 Garden Hotel Dhaka
  6. 6. 6 Introduction •Hotel industry was organized in the 6th century BC. •A Hotel is hospitality organization that provides a full measure of the facilities as food, accommodation transportation entertainments or health care belongs to the hospitality industry. •A Hotel is a home away from home. • The British law defines a Hotel or Inn as a place where a bonafide traveler can receive food and shelter provided he/ she is in a position to pay for it and is in a fit condition to be received. Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  7. 7. A Brief Overview of Radisson BluWater Garden Hotel Dhaka 7 • One of the leading, full-service global hotel companies with more than 420 locations in 73 countries. •The first Radisson Hotel was built in Minneapolis, Minnesota in 1909. •The hotel was purchased by Curt Carlson (1914–1999) in 1962, and is still owned by his Carlson Companies. •Radisson Blu Water Garden Hotel Dhaka is located on the Airport road (5km from the main international Airport). •Has express check out, late check out, one touch service. •Provide 100% guest satisfaction service. Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  8. 8. Mission of the Radisson BluWater Garden Hotel Dhaka. They deliver genuine hospitality by anticipating guest expectations with our “Yes I Can” attitude. they promote professionalism and encourage growth to achieve our financial objectives. Radisson Goal “Our goal at Radisson is 100% guest satisfaction. If you are not satisfied with something, please let us know and we’ll make it right or you won’t pay.” 8 Operation of Front Office department in the Radisson Blu Water 12 Garden Hotel Dhaka
  9. 9. 9 •200 rooms including 5 suites •All rooms featuring large work areas with high-speed internet, in-room safe, mini bar, tea/coffee making facilities, ironing facilities and dedicated port of laptop connection •Radisson Business Class floor •Wireless internet connection in public areas •3 restaurants, 2 lounge bars, and a café/deli. •Internationally managed spa with 8 treatment rooms and health club 2 swimming pools, tennis court, access to adjacent Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  10. 10.  golf course & jogging track on premises’.  Business centre with boardrooms & secretarial services  24 hour reception/ concierge and room service  Largest conference, meeting & function facilities in the country  Under cover & outdoor car parking facilities  Hotel installed with safety & security equipment including fire & smoke detectors, fire sprinkler, electronic door locks, cctv. 10
  11. 11. 11 operating and monitoring the reservation system developing and operating an effective communication system with front office staff and other department directors; supervising daily registrations and checkouts overseeing and developing employees establishing in-house sales programs at the front desk preparing budgets and cost-control systems forecasting room sales; and maintaining business relationships with regular corporate and community leaders. Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  12. 12. 12 Typical duties of front office manager Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  13. 13. 13 Organization chart of front office in Radisson blu General manager Asst. general amanger Front office manager Reservation manager Cashier Desk clerk Room key clerk Concierge Bell staff Telephone operator Elevator Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  14. 14. 14 Machine name purpose Machine name Purpose Computer Make reservation Bell To call Treasure box Take money Printer To print Trolley take guest’s baggage Photo copier Photo copy Phone PABX To call PMS application to operate hotel CRS communicate overall Metal indicator security
  15. 15. 15 The front office operation Reservation Reception Concierge Information Account Telephone
  16. 16. Pre arrival Guest cycle Arrival Occupancy Departure Reservation type • Guaranteed • Non guaranteed • Confirmed. Reservation terminology • overbooking • Walk • No show • Time limit • Turn away • Stay over, over stay 16 Operation of Front Office department in the Radisson Blu Water 35 Garden Hotel Dhaka
  17. 17. Broad Objectives: The major intent of this study is to analyze and identify the overall operation of front office department.. Find out the prospect of this hotel by the front office department. Specific Objectives. How to provide the guests' satisfaction. How I can develop our working skill. Learn about reservation system.  Learn about software base PMS application.  How to prepare gust bill. Getting a brief idea about this organization. 17 Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  18. 18. The report has been prepared to fulfill the requirement of the internship program of College of Tourism and Hospitality Management, International University of Business Agriculture and Technology (IUBAT). The report is organized about the activities of front office department in Radisson blu Dhaka. Since the ultimate objectives of this report is to explain the activities of various problems required to fulfill the exclusive study at Radisson blu Dhaka. So the scope of this practicum report is limited to the explanation of the activities. Every detail of the report is addressed and presented very nicely and followed by appropriate concluding remarks and action oriented recommendations. Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka 18
  19. 19. Primary Data: I collect maximum information from our own experience. I discussed with Manager, Supervisor, Coordinator, senior room attendant also with other. associate those who are involved with this hotel. I collect some information by face to face talking with the authority. In one language I can say we discussed with top to bottom level in this hotel. Secondary Data: I collect some data from organizational annual report. I collect some data from their organizational website. I collect some data from Radisson associate knowledge book. Some data collect from associate hand book. 19 Operation of Front Office department in the Radisson Blu Water 42 Garden Hotel Dhaka
  20. 20. In spite of related peoples willingness in front office Department I could not avail the full concentration as I supposed to have. On the way of my study, I have faced the following problems that may be termed as the limitations/shortcoming of the study. Not-available of sufficient written documents in front office Department to give a comprehensive view. Lack of sufficient information on front office Department organization website. Lack of time of the busy key persons, necessary data collection. Some useful information cannot be expressed in this report for the reason of Confidentiality. 20 Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  21. 21. During our training period we found that, front office Department is very strong in Radisson blu hotel Dhaka. They have the huge manpower in the front office Department. The entire Associate in front office Department is very much experienced and qualified. In front office Department they are following some rules and regulation which is provided by the Carlson Company. Some time I saw some of them they try to dominate us. When I work in front desk saw that receptionist they are enough knowledgeable in this area. In front office area there are high risks for associate because all responsibility of billing are in their hand. 21
  22. 22. As a trainee we cannot make any recommendation but we can share our opinion. In below we will share some opinions- If they arrange some extra training facilities for their trainee that will be helpful for them. There have some Associate they should maintain good behavior with all trainees that will increase the output of the Hotel.  If they arrange a trolley facility inside the room that will be reduce room setup time. At a time labor cost will be reduced. They need think more about their safety and Security. Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka 22
  23. 23. Radisson provides genuine hospitality by anticipating guest expectations with their attitude . Here I describe guest registration, find out occupancy rate, average daily rate responsibility of front office service personals and interdepartmental communication in hotel. Especially hotels play an important role in the field of promotion of hospitality, encouragement of entrepreneurship. 23 Operation of Front Office department in the Radisson Blu Water Garden Hotel Dhaka
  24. 24. Have you any Query--??? 24

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