Yeshi's Portfolio

sasa
Bhutan Middle Management Hotel Program Jan”2011 –
Aug”2012
Portfolio Report on Communication and Accommodation
Yeshi Lhamo

Portfolio Report 2011-2012 Page 1
Amankora, Punakha
Table of Contents
Declaration ....................................................................................................................................2
Expression of Thanks ..................................................................................................................3
Curricula vitae...............................................................................................................................4
 Reference ..........................................................................................................................8
Personal Function and Responsibilities in the hotel...............................................................9
Over View of own Resorts ........................................................................................................11
Topics I have chosen.................................................................................................................13
 Communication Management ......................................................................................13
 Accommodation Management .....................................................................................16
Report on internship...................................................................................................................19
Reflection of the course.............................................................................................................21
 Expectation and outcome of the course Knowledge and skills gained..................21
 Personal strength and potential for improvement (what competencies do you still
lack) ..................................................................................................................................22
 Plans for the future.........................................................................................................23
Study trip to Bumthang from 4th Aug – 11th Aug .................................................................24
Conclusion...................................................................................................................................25
Reference ....................................................................................................................................26
Annex……………………………………………………………………………………………26
Testimonial……………………………………………………………………………………..26

Declaration
I, Yeshi Lhamo, declare that this is an original piece of work, produced entirely by
myself. Some information presented in this portfolio are carefully researched and
passed on according to my best knowledge. This information is meant as further
education for interested ones and self-reference.
Yeshi Lhamo

Expression of Thanks
No one walks alone on the journey of life. Just where you start to thank those that
joined you, walked beside you, and helped you along the way continuously urged me
to write this portfolio to put my thoughts down that I have learned over the past years.
(It’s well written by Dr. S. E. Kanellopoulos, which I fully agree with him)Apart from the
efforts of me, the success of my portfolio depends largely on the encouragement and
guidelines of many excellent professors. I take this opportunity to express my gratitude
to the people who have been helpful in the successful completion of this portfolio. I
would like to show my greatest appreciation to Prof. Marianne Frei, Mr. Sither Tenzin,
Mrs. TashiLhaden, Mr. Karma Galey, Prof. Yves Atteslander, Prof. Urs Dursteler, Prof.
M Rosenbaum, Prof. Allen Wess, Prof. Hugo Bigi, Prof. Gert Christen, Prof, Kurt
Baumgatner, Dr. Vivinne J Wildes, Prof. Anna Marine Taylor, Prof. Eleanor L fitz, Prof.
Danial G Fuchs, Prof. Paul Stickland, Mr. Werner Christen, Prof. Christoph Weber,
MrsNawangYangden, MrsNamgay, Prof. Michael Ructland, Mrs. Karma Choki, Ms.
YesheyChoden, MrsThinley Wangmo and all the Guest Lectures. I can't say thank you
enough for their tremendous support and help.
I feel motivated and encouraged every time I attended their classes. Without their
encouragement and guidance this portfolio would not have materialized. The guidance
and support received from all the members who contributed and who are contributing to
this portfolio, was vital for the success of the project. I am grateful for their constant
support and help. I am indebted and am extremely grateful to JACOBS FUNDATION,
HWZ, ElYSIUM FOUNDATION and Tourism council of Bhutan for taking an initiative to
help us to upgrade our knowledge.Importantly Royal Institute of Tourism and Hospitality
for providing us a good class room and every facilities starting from WIFI to Library
which helped us more convenient while preparing this portfolio
I am highly indebted to Mr. Durba Chettri for his guidance and constant supervision
throughout our two years course as well as for providing necessary information
regarding the portfolio.
I would like to express my heartfelt thanks to my beloved husband and family for their
blessings, my friends/classmates for their help and wishes for the successful completion
of this portfolio.

Curricula vitae
PERSONAL
Name :Mrs.Yeshi
Surnames : Lhamo
Date of Birth : 4th April 1984
Permanent Address :Menchuzakha
Barp gewog
Punakha Dzongkhag,
Bhutan
Nationality : Bhutanese
Identity card No : 11401000841
Marital Status :Married
Address : C/O Bhutan Resorts Private Ltd.
PO Box # 831, Amankora
Upper Motithang, Thimphu
Bhutan
Contact : Tel: (975) 02 331 333
Fax: (975) 02 331 999
M: (975) 17600367
Email: yesh_ring@yahoo.com
Language Proficiency : English and Dzongkhawell-spoken as well as written can
Can also speak Nepali
Interest & Hobbies : Hiking, watching Television and visiting new places

QUALIFICATION
Year 2011/2012
 Diploma Course in Hospitality Management (Middle-Management Course) from
February 2011 for two years by HWZ University, Zurich, in affiliated with Royal
Institute for Tourism & Hospitality Motithang, Bhutan
The course includes;
 Team building, Communication skills, leader ship & decision making,
project management, Intercultural management, customer relation
management, marketing & E-marketing in hotel industries, Media and its
effects, Introduction to marketing plan, Quality management in hotel
industry, Business writing & corporate social responsibilities, Introduction
to HRM, recruitment & training, Accommodation management, Food &
Beverage, Organizational concepts and development, property
maintenance & safety, Bio diversity & Ecotourism, Hotel classification,
Good Governance & civil Society, Low carbon Footprints & Ecotourism,
Tour Guiding, Strategic/stakeholder Management in Hotel,
Entrepreneurship, and finance.
 High school pass out (2003)
Bajothang High School
Wangdue, Bhutan
TRAINING ABOARD (1st June 2010 till 15th September 2010)
 I went to Sri Lanka for two and half months to help set up Beach spa and also to
help them in busy season.
 During my stay in Sri Lanka I learned manicure, pedicure, Beach buff and Body
wrapping.
INCOUNTRY TRAINING
 Task Training 2010
 Cross Training in Food & Beverage Service-2007
 First Aid Training 2005
 Firefighting Training 2004
 Train the Trainer-2004
 Cross Training in Front Office-2004
 Cross Training in Housekeeping-2004

ACHIVEMENTS
Employee of the Quarter certificate (Annex-1)
Certificate of Excellence (Annex-2)
Memorandum for the employee of the Quarter (Annex–3)
International AMAN SPA certificate (Annex- 4)
Certificate of Amanresorts Multi-skills Training (Annex-5)
Amanresorts orientation (Annex-6)
Certificate of Appreciation (Annex – 7)
Certificate of Amanresorts refreshing Orientation (Annex-8)
International AMAN SPA Holistic healing (Annex-9)
Testimonial: Amankora Spa testimonial
WORK HISTORY
FROM FEBRUARY 2010 (PROMOTED AS SPA SUPERVISOR)
RESPONSIBLE FOR GUEST
 To work closer with the company goal in line with the Lodge host instruction.
 To bridge between the top management and the frontline staffs.
 To coordinate with the other department in extending quality service to the guest.
 To check guest’s services and to ensure their needs are met.
 To handle the guest Lost & Found belongings
 To coordinate with the maintenances for necessary repairing in and around the
property
STAFF
 To supervise staff to received and pass appropriate information.
 To check the entire inventory and the summary of the month.
 Toensure that there are enough staffs during the busy time.
 To ensure that staff are not sleeping while on duty.
 To check that the staff is eating meals only in the staff canteen and not in the
main kitchen.
 To educate the staffs on safety and hygiene in work area.

FROM APRIL 2004 TO FEBRUARY2010 (Worked in Amankora Thimphu as well
Amankora Punakha Lodge during pre-opening)
RESPONSIBLE FOR
 Worked as an officiating spa supervisor In Punakha Lodge as well as In Thimpnu
lodge
 Got employee of the Quarter.
 Got a certificate of excellence from the managements of Amankora Punakha.
 Learned new massages in Thimphu Lodge.
 Worked as a site group captain
 To know the every kinds of massage details that we have in the guest menu.
 Taking care of the guest full responsibilities in customer services, as assigned
by manager
 Maintain operation of the room as standard operation procedure.
 Maintain operations of the section at highest degree of efficiency with creative
service.

Yeshi Lhamo
Spa Supervisor
Amankora Punakha
Punakha Bhutan
Email Add: yesh_ring@yahoo.com
Reference
Mr. John E. Reed
Country Manager
Amankora
Thimphu, Bhutan
Mobile No: 17110097
Office No: 02-331333
Email add: jreed@amanresorts.com
Ms. Miki Kamimura
Spa Manager
Amankora
Thimphu, Bhutan
Mobile No: 17114527
Email add: mkamimura@amanresorts.com
Mr. Tshewang Norbu
Operational and Human Resources Manager
Amankora
Thimphu, Bhutan
Mobile No: 17111196
Email add:tnorbu@amanresourts.com

Personal Function and Responsibilities in the hotel
Responsibilities as a Spa supervisor
• To work closer with the company goal in line with the Lodge host instruction.
• To bridge between the top management and the frontline staffs.
• To coordinate with the other department in extending quality service to the guest.
• To check guest’s services and to ensure their needs are met.
• To handle the guest Lost & found belongings
 To handle guest complaints
• To coordinate with the maintenances for necessary repairing in and around the
property
Administrative;
• Ensures cleanliness and hygiene of the treatment rooms at all times
• Ensures all therapist documentation at the end of each day ( i.e. guests record,
stock, lists, log books updates0
• Restocks all professional products in designated treatment rooms by completing
the stocks order sheet to ensure full stocking at all times.
• Checks status of all facilities and equipment
• Records all equipment and facility issues in the log book
• Fills in own spa records and documents ie. Commissioning sheets and of each
month
• Participate in ongoing training programs
• Continually builds expertise on range of treatments delivered.
•Inform immediate manager of equipment and facility issues.
Guest Service:
 Exceeds guest expectations by completing all treatment in a consistently
thorough manner within the tie allocated, and treating all guests with individual
attention.
 Knows by heart the steps, procedures ingredients, therapeutic cosmetics benefits
of all the treatments
 Explains the steps and benefits of the treatment to the guests prior to starting the
treatment.
 Responds to all guests in a courteous, efficient and accurate manner
 Anticipates guests’ needs thoughtfully and eagerly
 Maintains a calm, serene and pleasant disposition
 Handles guest complains calmly, proactively
 Seeks ways to constantly delight the guests

Checking Personal grooming standards:
•Strictly follow the highest standards of personal hygiene; daily bath, underarm,
deodorant fresh, breath
•Wear the prescribed uniform, and footwear, keep uniform clean, neat, and well
pressed
•Keep hair short or tied back. Use only prescribed hair accessories: black or brown
•Strictly follow prescribed standard jewelry regulations; earring, no bracelets or rings,
simple watch
• Keep hands well groomed. Nails cut Short
•Keep complexion smooth and free from blemishes
• Consistently maintain a smiling and pleasant disposition to all guests, colleagues,
superiors.
 As a supervisor I do planning: Outlining Philosophy and policy of the hotel,
objectives, and resultant things to be accomplished, and the techniques for
accomplishment.
 Organizing: Establishing structures and systems through which activities are
arranged, defined, and coordinated in terms of some specific objectives
 Staffing: Fulfilling the personal function, this includes selecting and training staff
and maintaining favorable work condition
 Directing: Making decisions, embodying decision in instructions, and serving as
the leader
 Coordinating: Interrelating the various parts of the work
 Reporting: Keeping those to whom you are responsible, including both staff and
management, informed
 Budgeting: Making financial plans, maintaining accounting and management
control of revenue, and keeping cost in line with objects
How I train and educate my staffs;
 Enable the employee to attend and internally offered training session. This
session can be offered by a coworker in an area of their expertise or by an
outside presenter or trainer.
 Ask the staff to train other employees with the information learned at a seminar
or training session. Offer the time at a department meeting or lunch to discuss
the information or present the knowledge learned to other colleagues( make this
an expectation when staffs attend external or internal training and conferences)
 Expand the job to include new, higher level responsibilities
 Provide the opportunities for the staff to cross train in other branch hotel and
other job responsibilities
 Allow staffs to pursue training and development in directions they choose, not
just in company-assigned, and in your confidence

Over View of own Resorts
Amankora (Peaceful journey) have five lodges namely, Amankora Paro, Amankora
Punakha, Amankora Gangtey, Amankora Bumthang and Amankora Thimphu.
If I explain briefly about each Lodge Amankora Paro is
thirty minutes’ drive from Paro International Airport, the
lodge contrasts rustic with contemporary design,
featuring natural rammed-earth walls and a gentle
sloping roof. A lime-washed stone pavilion houses the
living and Dining rooms, Library, Boutique and outdoor
Terrace. Behind the main cluster of buildings is the Spa
which includes sauna, steam room, five treatments
rooms with hot stone baths, changing rooms and glass-
walled yoga room. There are six dwellings with four suites each, two on the ground floor
and two on the upper floor, The 24 suites are similar in design with a king-size bed, a
traditional bukhari (wood-burning stove) and a large terrazzo-clad bath.
Amankora Thimphu the lodge incorporates tall, white-
washed stone buildings accessed through an enclosed
entrance Court. The living and dining Room features
soaring ceilings and an outdoor dining deck with views
of the nearly stream and surrounding forest. The
spacious Library with its seating, writing and lounging
areas, houses a collection of books on Bhutan and the
surrounding Himalayan regions.. The Boutique
specializes in a fine collection of Bhutanese textiles,
Himalayan art and jewelers. The Spa includes three treatment rooms, a steam room
and changing areas. Two dwellings house a total of 16 suites featuring a combined
living and bedroom that includes a king-size bed, two reading chairs and a window
banquette providing views across a landscape courtyard or directly onto the nearby
steam and pine forest. The traditional bukhari is positioned between the bedroom and
the bathroom with shower, toilet and twin vanities. The suites are individually heated
during cold winter months.
Amankora Punakha Accessed by crossing a suspension
bridge over the Mo chhu (Female River), the lodge is
centered by a traditional Bhutanese farmhouse built by a
former Je Khenpo (chief Abbot of Bhutan). This quaint,
three storied structures with its preserved vegetables
dye wall paintings is now a reception area with a dining
room, traditional Alter room, a courtyard for alfresco

dining and a tea pavilion. Just beyond is the Spa with two treatment rooms, a steam
room, changing areas and a room for Yoga/meditation. Eight suites, located in three
rammed-earth dwellings, are situated in an orange orchard with views across the rice
fields and up the Punakha valley. Suites are individually heated during the cooler winter
months and air-conditioned in the summer months.
Amankora Gangtey Floor-to-ceiling window in the
combined living and dining room offer beautiful views over
the expensive Phobjikha valley. Spa facilities include two
treatment rooms and changing areas. The eight suites are
identical to those of Amankora Thimphu, offering an open
plan bed room and bathing area. The design combines
wood paneling and chocolate brown walls, traditional
bukhari, terrazzo-clad bath, shower, vanity and daybed
offering views across the valleys.
Amankora Bumthang overlooking established orchards and nestled near the grounds of
one of Bhutan’s royal palaces, the lodge offers a
library, comfortable living room, regal dining room
and cozy Spa with three treatment rooms, a steam
room and changing areas. Accessed through an
impressive stone-clad hallway, 16 guest suites are
situated in four separate dwellings, each containing
two suites on the ground floor and two on the upper
floor. Suites feature wood-paneled interiors, a
traditional bukhari, king-sized bed, terrazzo-clad
bath, shower, twin vanities and daybed overlooking
the courtyard, nearby Wangdichholing Palace and Monastery.
Amankora Journey: Guest staying seven nights and more. A tailor-made itinerary will
include all meals, house beverages, laundry, long road permits, and private transport
with guide and driver, and 60 mins massage at Amankora Spa to be enjoyed at one of
the lodges. A minimum of 11 nights is recommended to visit all five valleys.
AMANKORA RESVERATIONS
Tel (975) 2331333 Fax (975) 2331999
Email: Amankora@amanresorts.com
Source: www.amanresorts.com

Topics I have chosen
Communication Management
Communication is the exchange of thoughts, messages, or
information, as by speech, visuals, signals, writing, or behavior.
The main functions of communication
Communication servers four major functions within a group or organizations. As listed
below;
I.Control: Communications acts to control member behavior in several ways.
Organizations have authority hierarchies and formal guidelines that employee are
required to follow. For instance, when employees are required to communicate any
job-related grievance to their immediate boss, to follow their job descriptions, or to
comply with company polices, communication is performing a control function.
II.Motivation: Communications fosters motivation by clarifying to employees what is to
be done, how well they are doing, and what can be done to improve performance if it
subpar.
III.Emotional expression: For many employees, their work group is a primary source for
social interaction. The communications that takes place within the group is a
fundamental mechanism by which members show their frustrations and feelings of
satisfaction communication, therefor, provides a release for the emotional
expression of feelings and for fulfillment of social needs.
IV.Information: The final function that communication performs related to its role in
facilitating decision making. It provides the information that individuals and groups
need to make decisions by transmitting the data to identify and evaluate choices.
No one of these functions should be seen as being more important than others.

The communication process
SenderReceiver
The sender initiates a message by encoding a thought. The message is the actual
physical product from the sender’s encoding. When we speak, the speech is the
message. When we write, the writing is the message. When we gesture, the
movements of our arms and expressions on our face are the message. The channel is
the medium through which the message travels. It is selected by the sender, who must
determine whether to use a formal or informal channel.
 Formal channels are established by the organization and transmit message that are
related to the professional activities of member.
 Other form of message, such as personal or social, follow informal channels
Direction of communication
 Downward communication: Communication that follows from one level of a group or
organization to lower level.Eg: Sending message by manager to staff.
 Upward communication: communication flows to higher level in the group or
organization.Eg: Staff communicating to upper manager
 Lateral communication: when communications takes place among members of the
same work group members of work groups at the same level. Eg: Communicating to a
person/ group of same level. It’s also known as Horizontal Communication
Messageto
be send
Encoding
message
Channels Message
received
Message
decoding
Noise
Feedback

5 steps to communicate well;
I. Stop and listen: whenever we listen to someone else we have to stop and listen we
are often so afraid of not being heard, we rush to keep talking. Ironically, such
behavior makes it all the more likely we won’t be heard.
II. Force yourself to hear: You have stopped talking for the moment, but your head is still
swirling with all of the things you want to say, so you’re still not really hearing what is
being said. Laugh all you want, but therapists have a technique that works very well
that “forces” them to really hear what a client tells them — rephrasing what a person
has just said to them (called “reflection”).
III. Be open and honest with your partner.Little lies turn into big lies. Pretending
everything is alright isn’t alright. These things may have “worked” for you in the past,
but they are all barriers to good communication.Being open means talking about
things you may have never talked about with another human being before in your life.
It means being vulnerable and honest with your partner. It also means opening
yourself up to possible hurt and disappointment.
IV. Stay focused: To be respectful of one another and the relationship, you should try and
keep the discussion (or argument) focused to the topic at hand.
V. Communicating is more than just talking: To communicate better and more effectively
in your relationship, you don’t only have to talk. You can communicate in other ways
through your actions, and nowadays, electronically too (through email, Facebook,
blogs, texting or Twitter
Barriers to communications
Noise can be either internal or external. Internal noise represents the internal self-
talking that we all do, eg: thinking about things that need to be done, wondering about
what the other person is thinking about, or thinking about what we'll do when we go
home for the evening. In addition to internal noise, we can also be impacted by external
noise, or literally the noise around us. We can overcome this barrier by listening
actively.
Culture can be a significant impact on communication. Some cultures are open and
supportive of input from employees and a two-way flow of communication. Other
cultures are more top-down; leaders convey messages but don't seek out input from
staff, or often even customers. Eg: when someone communicate the information they
feel they are expected to communicate, and not what they really believe. Here we have

respect different cultural and know to whom we are communicatingto overcome the
culture barrier.
Role conflicts can create barriers to communication in organizations, particularly when
they involve interactions between subordinates and superiors. Employees are often
hesitant to share their honest insights, especially when their superiors are not open. We
have to know the important of message and to whom we are communicating to
overcome the role barrier.
Whether we recognize it or not, we all suffer from various biases. These biases can
interfere with communication both when we're sending and receiving messages. Biases
can be based on impressions of people as they interact. When communicating with
others, it's important to be aware of it to overcome these biases.
While misinterpretationmay happen most commonly in email interactions, it can also
occur over the phone or in face-to-face conversations. When interacting with others, we
may jump to conclusions or misinterpret something they've said. It is important to be
sure that the meaning behind your communication is clearly and accurately understood.
When in doubt, ask for clarification to overcome the misinterpretation barriers.
“The art of communication is the language of leadership"
(NitinNohriahttp://thinkexist.com )
Accommodation Management
Our solution for how the general and specific complaints can and resolved for
the satisfaction of our guests
First of all I would like to explain my personal preparation on handling the guest
complaints, I will be very care full in choice of “Greeting words” in order to get our
customers to response to me, it is important that I have an outgoing and happy
personality. Greet my customer in a friendly manner and make sure they feel welcome.
Make my greeting “real”. A greeting need to help me personally connected with the
customers so use our local way of greeting warmly “KUZUZANGPO LA” How may I help
you? The sincerity of the greeting will make the biggest difference in showing the
customers that they are appreciated; we are ever ready to help them and take their
complaints seriously.
I will be approachable. Always, emphasize on guest complaints and rather would be
beg apologized and moved with the flow of question, it’s a great way to maintain

excellent customer services and though you might not agree, it does help the energy in
the room.
Let the customer be right. There is nothing quite as frustrating and stressful as an upset
customer. The customers are always going to be right and they need to feel this comes
from us. Be calm when dealing with an irate customer. If you lose your temper, it will
make the situation worse. Approach and allow the customer to speak their mind and
calmly response with the solutions. Our goal needs to be finding some types of
agreement. If we end in an argument, we will lose many customers and severely
damage our hotel reputation and as well our reputation too.
Listen to customers. We need to be able to truly listen to our customers and look for
ways to solve their problems. Listen to them when they come in with problem so we can
understand how we can help them in a possible way based on their interest. Be
sensitive to customers’ needs and ask for their opinion, it will make us feel better and it
will give the customer more information and feel appreciated. We always have to
remember that customers want to know what we can do to make their stay with us
memorable one.
Be prompt. If customers ever come to reception only to wait
several minutes to have a customer service rep to them, it
will be very annoying and incredibly frustrating. So we need
to have system in place that approaches customers soon
after they walk through the door and engages in positive
conversation with the customers. This helps to build up
excellent customer service.
A potential front office manager, explain how we can train our staff to reduce
customer complaints and better manage them when they occur.
 I will:
 Plan: How and what I can train on handling customers complaints.
Eg: Define a goal and planning accordingly.
 Organizing: Determining what needs to be done, how it will be done and
who is to do it.
 Lead & directing: making decisions, embodying decisions in instructions,
and serving as the leader of the enterprise.
Directing the team and motivating all the involve parties and resolving conflicts

 Control: Controlling and finding out what are the errors to customers
complaints. Monitoring parties to ensure that they are accomplish as
planned.
I will train them the important tools they need to properly handle customer’s complaints:
• Listen without interrupting. When guest are first voicing their complaints, listen without
interrupting. Most of the guest first needs to vent some frustration by telling their
“story” complete.
• Be attentiveness by maintaining eye contact having neutral facial expressing
• Show empathy followed by apology, after guest telling their story
on any complaints. (Empathy statements show “I can understand
how youfeel ;) an apology is not an admission of fault; it simply
says that the intentions were good.
• Restate options. Customers who complaints wants results, ideally
we can just give them what they want or need. We need to try to
offer at least two alternative choices to pick from.
• Be Visible/always being in the vicinity of the guest. These behaviors created a win/win
feeling inside the Hotel. Customers felt supported and cared. Staffs felt the value of
what they were doing from the feedback of the customers and managers.
• How to set a realistic goal. We can set a realistic expectation and maintain a winning
edge; rather than setting up a goal which we feel it’s exceptional but not measurable.
It should be something like “SMART GOAL”
I have been fortunate enough to have had a lot of great knowledge after Mrs. Eleanor
Fitz been extremely intelligent and talented teaching us on accommodation and I feel
that its sometime very important to know the theory and get to practice, as I personally
had experienced that when I have theory knowledge then it’s quite easy to do practical
and also we will be always prepared what comes next and why?
Since I am a spa supervisor honestly I had not that much knowledge on accommodation
both theoretically and practically. Some of the very new knowledge that I learned are
manager’s role, effective communication, team motivation strategies etc. After this
course I have changed a lot even my own department as we have a system of taking
reservation, complaints handling, suggesting customer and up selling so it’s a great
opportunity to use my theory knowledge as well working practically, in fact it works and

I feel much more professional and confident. In fact this learning had really changed in
my working place and I feel I am ready to face more and grow higher in my career too.
Report on internship
Place: Hotel Kisa
Date: 8 February 2012
Department: Housekeeping
Kisa meaning “where peace prevails” is a family owned hotel. Like all family owned
hotels, hotel Kisa assured of personalized services and individual care as opposed to
being a room numbers like in some hotels. It was opened on 1st of October 2008.Hotel
Kisa is located opposite of Changlingmithangwith only 35 rooms the emphasis is on
modern elegance and traditional service. An informal and inviting ambience has been
created by the choice of soft and warm colors in fabrics and furnishings used throughout
the hotel. All our rooms are provided with 32” Flat screen TV with cable and satellite,
electric kettle, personal electronic safes, hairdryer, 24 hour room service, laundry
service, wireless internet service, car and coach parking and 24 hour security service.
We were greeted by receptionist staff and we met with
hotel manager, she gave us a brief instruction of the
hotel and sends me with two housekeeping staffs to
the room to do room cleaning and also to check their
room standards and procedure. My day started with
observation of the daily operation procedure in rooms.
More or less they are following the basic procedure for
the daily work procedure in housekeeping department.
We started our practical work in deluxe room and
nothing was set up to the standard of the room and
hotel. First of all the two housekeepers namely Phub
and Deki had shown me how to set up the guest
rooms according to their standard,they have different
standards comparing to our hotel. Starting from room
set up to rest room cleaning they have well
demonstrated us. After that I also demonstrated our
standard too. Since they have their own standard I
set up the room and made bedaccording to their

hotel standard and how housekeepers had shown me.
I cleaned the rest room and also made suggested to them how to clean the mirrors as
they are not using proper dusting cloths to clean mirrors as well as toilet pots. I have
suggested and shown them how they can place their rest room amenities as their set up
is not very convenient for guest to use.
Since I already have little back ground
knowledge from previous experience, so it
was easy to help housekeeping staffs to
boost with the basic knowledge for them as
well as it was easy for me to learn from
them too.
They also have a Luxurious Suite with
separate sleeping and living area as well as
a kitchenette. In the living area they have
mini bar where they have more soft drinks
with some snacks.
.
The hotel is facilitating with their in house
laundry which is not provided with enough
machines at the moment. I helped them to
clear linen and dump to laundry.
At the end of the day I learned many new
knowledge from them, staffs are very kind
and happy to share us the knowledge they
have. It was in fact a great day of learning
new things from different staff. I really
enjoyed my day with them and went back
home with new ideas and concept of
housekeeping standards.
 TRAINING PERFORMANCE APPRAISAL (attached on next page)

Reflection of the course
Expectation and outcome of the course Knowledge and skills gained
Bhutan Middle Management Hotel Program has gained a huge popularity in the
hospitality industry. Where many of the hotels and resorts have been benefited. I
personally had gained huge potential to prove that I can be better person to work in
hospitality industry. The insight knowledge I gained from those lecturer during this
course was interesting and amazing, I really enjoyed it.The knowledge and
familiarization in different working situation and intercultural will obviously be beneficial
back at our working area. On top of that the knowledge I collected was fruitful. In
summarize I can be better team member, able to involve in decision making, handle
guest complain, help maintenance staffs in maintaining property, understand and
respect different cultural, I know how to plan, organize, lead and control to achieve
company’s goal as well as departmentgoal. I can confidently talk with the associate and
share the knowledge through training. The knowledge professors’ had shared are useful
information I am in need of and had inspired and motivatedme to perform better in my
career.
I have learned from leadership to e-marketing and from accommodation to business
writing. Each week was so different that keeps me motivated and inspired to learn each
day with lots of new information and knowledge from this course. I will share the
knowledge and written documents which I got form the course to those who are looking
ahead to move in their future and will motivate who have little knowledge, and who are
new in the hospitality industry and importantly it will also show case my knowledge that I
have gained from this course.
This course had given me an insight of me and the ability to move ahead in my field of
career. I can feel that the hospitality is the clean form of business where it projects the
image of the country as well as the service provider. When I go back to my work area I
see lots of Positive energy and positive thinking flowing within me to work better and
involved more in associate’s performance. I go back to work with full of new knowledge
and desire to perform better.
Royal Institute of Tourism Hospitality had well-arranged everything for us starting form
WIFI to rest clean rest room services which is very important for us, indeed I learned
many ideas on IT which I have very less knowledge. Each time the course was full of
information for the growing tourism market. The understanding of the need and

expectation of the tourism market through this course was greatly acknowledged. One
day I can be a proud hotel manager with diverse knowledge in the field of hospitality
industry.
I had always expected to bring some change through this course. And I would say I
had achieved to my full extend of potentiality. To explore this growing business in the
country is my dream. I can see myself above the crowd after attending this course. I
can proudly say that I had gained a lot of missing knowledge in my field. And also I
enjoyed learning as much as the faculty member in putting together, in fact a greater
source of learning. Hotels in Bhutan need more professional managers; this kind of
course will make big changes for the hotel managers in Bhutan where the services in
the hospitality industries can exceed expectations of the customers and motivate every
individual staff.
Personal strength and potential for improvement (what competencies do you still
lack)
My strength:
 Able to be depended upon to do something well.
 Attention to detail, making sure I get things right.
 Being caring and understanding and sensitive to the needs of others.
 Being clear in my judgments and sticking to them.
 Can adapt to a new environments, situations, people, and new challenges.
 Co-operation - working closely with others, negotiating solutions or outcomes.
 I am friendly, compassionate, and sensitive to other people's emotions.
 I have ability to stick to my beliefs or things held to be value.
 I have ability to communicate well, as I am very particular of it.
Potential for improvement:
• Being calm under pressure, reacting in a balanced way to potentially stressful
situations.
• knowing what to say to maintain good relations and avoid giving offence.
 Team work is essential so I would say to achieve success in my career I need to
concentrate more on willingness to learn and adapting easily to the situation.
Training is an ongoing process of learning and sharing that knowledge with
coworkers. The above mention qualities should help me to communicate and
transform the company vision into action. I should have very good

communication skills in order to gain better business relationships. I must be
honest, both with the employees as well as with myself.
 I need to develop an awareness of my personal abilities, skills, interests and
motivations. A balance between work and leisure and learning how to interact
and work cooperatively in teams is also important. I should pursue and develop
competency in my areas of interest. I have to learn to respect individual
uniqueness in the workplace and always develop a positive attitude toward work
and learning. I must understand the importance of responsibility, dependability,
punctuality, integrity and effort in the workplace. I need to fully utilize my time
and task-management skills. I should identify personal skills, interests and
abilities and relate them to current career choice. To sustain and move ahead in
my career I should look for a Sales and marketing course separately. I feel that
the Manager’s foremost goal is to increase the business and the bottom line
revenue. I must keep training in order to avoid becoming stagnant in the
workplace. I would like to move ahead and to grow further into the business,
eventually becoming a general manager. Whatever there is to learn to be a
successful hotelier I wish to know it. I have a great desire to look for an
apprenticeship in other large hotels abroad where I got few job offers in aboard
in order to get enough exposure to gain confidence in my job. A work area
where there is lots of tension and I get to come across situation handling would
be great experience. I want to grow myself in a more challenging atmosphere.
Plans for the future
I can see more rooms to develop myself after going through this course. And at the
moment I’m already in a position where there is lots of unexpected challenges arises.
Personally I feel that I need to learn more on Sales & Marketing. I had a desire to be a
successful and professional manager in a service industry. If an opportunity knocks I
would like to work aboard to experience more and get more new knowledgein hotel
industry so that I can be even better manager when I come back where I can motivate
my staffs as well as implement my ideas in hotel industries in Bhutan. I had a strong
desire to move ahead and develop myself. To shape up into an effective and
professional manager is something I had been longing to become. Some of my dreams
are to satisfy the customer through building a great team and productive team player.

Study trip to Bumthang from 4th Aug – 11th Aug
We started our journey on 4th August at 7:00am from Thimphu. We stopped for
breakfast at Lobesa and lunch at Rukhubji. We continued our journey and reached
Bumthang at around 7:30pm and lodge at River lodge where we stayed there
throughout our trip.
On 6th Aug we started our day by having meeting with FRHA (Family Run Hotel
Association) member. Mr. Durba Chettri gave a welcome speech and introduced our
team along with the main purpose of our study trip to Bumthang. Mr. Pema Dawa the
owner of River Lodge is the president of FRHA and he was kind enough to share his
business life, FRHA members, he also shared with us their advantages and
disadvantages. I felt it was very important for us as we could understand how FRHA is
different from other hotels in Bhutan and how they are functioning.
Mr. Sonam Tshering the officiating Program Director did a brief presentation and
explained well about the Royal Institute of Tourism and Hospitality in addition Mr. Durba
also explained about the importance of Bhutan Middle Management Hotel Program how
it benefits both the employee and employers and the changes of upcoming 3rd batch by
next year. We also visited the 4 scared temples of Bumthang. Namely; Kencho Sum,
Tamshing, Kurje and Jambay Lhakhang On the same day. Here I learned more about
RITH and also as a Bhutanese I am quite confident now talking about different temples
in Bumthang
Next day we went to visit the one of the biggest park called Thrumshingla National Park.
Mr. Rinchen Drakpa officiating Chief Officer was kind enough to present us every details
of the park, he also show us the facilities and tourist attraction trek routes within that
park. It’s very important for us to know about the trek routes within that park.
During our stay we also visited the Swiss factory where it’s famous of cheese and
butter. The beer factory where the famous of Red Panda produced is also located right
next to the Swiss factory. Next we visited the Bee Keeping Association where
Bumthang Honey is produced.
The very next day we visited the very scared lake called Burning Lake, presently its one
of the main attraction for tourist and peoples form all parts of Bhutan. We also visited
many of The FRHA hotels in Bumthang learned many new ideas from their resorts and
hotels.

On the way back to Thimphu we visited The Tower of Trongsa Museum, Gangtey
Lhakhang and Amankora Gangtey. Overall the whole trip went very well and we had
gained many new ideas and knowledge where we can share with our guest.
Conclusion
It was such a wonderful opportunity, every single day offers new and exciting
experiences, challenges and solution to overcome difficulties through daily
learning. Every day I returned home with the feeling that I have gained extra
knowledge than the day before. I feel extremely lucky to have had the opportunity
to be a part of the Bhutan Middle Management Hotel Program phase II, and I am
grateful for the opportunity to learn from people at all levels; owners, managers,
visiting lecturer and all the other wonderful people around me.
The Accommodation and Communications skills courses provided me with more
detailed look into accommodation management and communication skills that I
was not previously familiar with. I have learnt a lot about their role in hospitality,
how we can communicate effectively and how we could overcome the barriers of
the communication, and have been able to put things in perspective looking at
their laid back view of live. By learning accommodation I now know how I could
overcome guest complaints and approach customers effectively. Though I work
in Spa I too get guest complaints that are similar to accommodation, its great
opportunities that I can approach and handle guest complaints effectively as well
as I have gained knowledge and skills in housekeeping and front office
management.
I have also learned to have more faith in myself. I have been given extensive
trust and great support from talented people who I look up to and admire. I have
been given more responsibility that I had ever imagined with my employer and I
have tried my very best to earn up that trust. By seeing positive results and
getting good feedback on work that I created by using my ideas gained from the
courses and thoughts, I feel more confident with myself now than before, and I
am even more excited about looking for better opportunity here after.
TASHI DELEK

Reference
Dr. Vivinne J Wildes
Employee Motivation Strategies, job design for Spa supervisor
Mrs. TashiLhaden
Communication Skills
Sur Name: Rubbings P, Judge A &Sanghi
Title of the book: Organizational structure of Hotel
Year Published: 2009
City: 14 local shopping Centre, Panchshed Park
Published by: Dorling Kindersley (India) Pvt. Ltd
Source: www.returncustomers.com
Source: www.amanresorts.com
Annexures
Annex 1: Employee of the Quarter certificate
Annex 2: Certificate of Excellence
Annex 3:memorandum for the employee of the Quarter
Annex 4: International AMAN SPA certificate
Annex 5: Certificate of Amanresorts Multi-skills Training
Annex 6: Amanresorts orientation
Annex 7: Certificate of Appreciation
Annex 8: certificate of Amanresorts refreshing Orientation
Annex 9: International AMAN SPA Holistic healing
Testimonial: Amankora Spa testimonial

Annex 1: Employee of the Quarter certificate
Annex 2: Certificate of Excellence

Annex 3: memorandum for the employee of the Quarter

Annex 4: International AMAN SPA certificate

Annex 5: certificate of Amanresorts Multi-skills Training
Annex 6: Certificate of Amanresorts Orientation

Annex 7: Certificate of appreciation
Annex 8: Certificate of Refreshing Amanresorts Orientation

Annex 9: Certificate of Wholistis Healing

Testimonial: Amankora Spa

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