Internship Report

Internship Report on Long Beach Hotel

Submitted to :
Shakil Ahmed
Assistant Professor
Head of the Department
Department of Tourism and Hospitality Management
Coxs Bazar International University

Submitted by :
Md.Mohiuddin
Student id: 20161100004
Program: DTHM
Batch: 1st.
academic year/season: Spring 2016

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 Letter of transmittal

17 June 2017
Shakil Ahmed
Assistant Professor
Department of Tourism and Hospitality Management
CBIU

Subject: Submission of internship report on Internship Report on Long Beach Hotel

Sir,
I am pleased to submit this internship report titled Internship Report on Long Beach Hotel
for fulfilling requirement of the course internship program. It was my endeavor to present all that
I learned during my three months internship period and analyze the gathered guest satisfaction
data on Long Beach Hotel.

It will be my profound pleasure if this report can give a fair idea on the concerned issue. I hope
you will be pleased to accept my report and oblige thereby.

Sincerely yours

Md.Mohiuddin
Student id: 20161100004
Program: DTHM
Batch: 1st.
academic year/season: Spring 2016

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 Preface

For two months from January 2016 to March 2016, I did my internship at Long Beach Hotel. My
induction into three different divisions of Long Beach Hotel; one of the country s best five-star
hotels allowed me to practically experience the world of tourism and hospitality businesses in my
country Bangladesh. As a to be graduate of Diploma in Tourism and Hospitality Management
from the countrys best business school, I earned good grace of the directors of each division. I
found that most of the managers working in the organization started as amateurs without any
degree in this field of study. They somehow migrated to Middle East or other foreign countries
and started from lowest ranks in hotels over there. They learned from mistakes and experiences.
After 15-20 years of stay, they came back and joined. They often tell me if they had sophisticated
excellent tourism education, they could direct and train the employees more efficiently and could
climb the ladder much faster. Proper degree in this field is imperative for planning, problem
solving, business expansion and to come up with original innovative concepts (still tourism
remains relatively unexplored industry of all). Only degree without industry attachment or
practical know howis like a tiger without claw. Therefore, I needed to ensure that I get proper
training during the internship period. And Long Beach fulfilled my wish.

In this report, I will describe my experience during the internship period. This report contains the
company profile, the functions of three different departments of the hotel, evaluation of the
performance, difference between the performance of pre-and post-political instability period and
analysis of guest satisfaction survey.

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For this opportunity, I thank:

Mr. A B M Kamal Siddiki, General Manager of Long Beach Hotel who accommodated me and
arranged specialized learning materials to fortify my learning.

Mr.Thow, restaurant manager and director food and beverage department of Long Beach Hotel
who prepared learning materials concerning knowledge on food and beverage departments
despite being a busy person and inspired me to attend different functions as a part of his team.

Mr. Shohidol Alim; front office manager of Long Beach Hotel who let me stand at the front
desk and thus gave the opportunity to learn by doing which is inaccessible for most trainees.

Mr. Shakawat Hossain, housekeeping manager for his friendliness and flexibility to my
conditions and providing me with the resources on the housekeeping department of Long Beach.

And of course,
Mr. Zaker Hossin sir for vital supervision during my internship period despite being
preoccupied with her professional and personal life.

Beside my internship, I really enjoyed spending time with the Coxs Bazar Long Beach team. I
thank them for creating such beautiful experience for me.

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 Abstract

If I sum up my internship experience in 150 words, I only have to mention the titles of the
contents briefly. It was 3 months of continuous learning from the experienced directors and
managers directly. In this report, I tried to illustrate the functions of each departments including
the deviation from the standard benchmarking. Sometimes it is justified acting by not following
rules. I presented the organization chart of those departments, which differs from organization to
organization. I presented the screenshot of the front office software HMS that Coxs Bazar Long
Beach MIS department developed according to their needs. I showed square feet /minute
cleaned by each of Long Beach staff that presents the skill of housekeeping department. Now it
is possible to compare their skill against the international standard. After that, I thought it is
important to present the performance fluctuation of Long Beach before and after the political
instability in Bangladesh. It will present the importance of stable political condition for tourism
businesses. I will include the guest satisfaction survey that will present guest attitude to check in
to checkout services provided by Long Beach Hotel.
At the end, I will finish the report recommending probable solutions to the problems found and
suggestions to improve quality of service.

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 Table of contents

CHAPTER ONE ...................................................................................................................................................... 8

CHAPTER TWO .................................................................................................... Error! Bookmark not defined.
CHAPTER THREE ............................................................................................................................................... 26
CHAPTER FOUR ................................................................................................................................................. 29
CHAPTER FIVE ................................................................................................................................................... 53

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 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.
-Bed Tax: A tax added to the price of a hotel room.
-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 (ie convention, meeting, trade show or group business booking).
-Complimentary: No charge is made for the item or service offered.
-Galileo: Airline reservation system.
-Gateway or Gateway City: A major airport, rail or bus centre through which tourists and
travellers enter from outside the region.
-Global distribution system (GDS)
-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 organisers.
-Group Rate: Negotiated hotel rate for convention, trade show, meeting, tour or incentive groups.

- 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
- HMS: Hotel Management System
-PMS: Property Management System
-SWOT: Strength, weakness, opportunity and threat
-F&B: Food and beverage
-GDS : Global Distribution Service
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 CHAPTER ONE
Introduction

Hospitality industry today is expanding fast by the grace of globalization. Business arena has
been expanding globally with newest technological invention. As well as patterns of Lifestyle
and Leisure period spending style changed a lot. 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. The transformative education process like internship program consists of developing full
personal and professional potential and involves addressing six key areas of development. These
are internationality, guided hands-on learning, professionalism in the workplace, progressive
learning principles, soft skill development and ultimately, employability. Internships are
important, in terms of both employability and creating future industry leaders. If employees are
already operational when they start, this will fast track them in the right direction, achieving
middle management and executive levels at an increased rate. Internships as a route to entry have
a proven success rate. Internship at Long Beach Hotel was productive and helped to achieve a
professional edge.

During my internship period, I worked in three different departments: food and beverage, front
office and housekeeping and tried to gather knowledge from each of them. I will describe my
experience during the internship period. This report contains the company profile, the functions
of three different departments of the hotel, evaluation of the performance, difference between the
performance of pre and post-political instability period and analysis of guest satisfaction survey.

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 1.1 Background of the study

The Long Beach hotel is one of the most exquisite, exclusive and magnificent business-class five
star hotels in Bangladesh. Encompassing the spectacular views of Cox's Bazar, Long Beach
Hotel stands very close to the hills and sea-beach, offering world class facilities and exhilarating
experience to its guests. Whether you are planning a great vacation, the sweetest of honeymoons
or a cozy business tour, you would prefer our beach hotel for your relaxing stay. Imagine that the
120 km astonishing longest beach in the world is just five-minute walk away from your room,
providing an exuberant sensation in your mind and filling your heart with magnificent joy.
Starting from Cox's Bazar's longest beach view to the comforts which you would be looking for
are all here, making Long Beach Hotel the perfect choice for business, romance and holiday
travel. Make your every move easy in Cox's Bazar by staying with us.

The Long Beach Hotel & Resort is set on becoming a high performance global player in the field
of hospitality industry. It is concerned about the satisfaction level of its guest for better
improvement, higher revenue as well as to stabilize its goodwill by providing different types of
hospitality. The hotel has obligations to all the guests through its staff like (Front desk
receptionist, Housekeeping staff, Telephone operator, Food & Beverage staff, Recreation staff),
Service like ( Telephone service, Front desk service, Housekeeping services, Food & Beverage
service), Condition like (Bed room, Bath room, public area) and so on. However, it is hard to
satisfy all guests but satisfaction is the crying need for any hotel.

With the introduction of new international hotel brands Long Beach will face challenges. These
challenges they have to overcome with the competitive advantage and practice of international
standard to satisfy their guest. As I observed, number of repeated guest in Long Beach is higher
in comparison of other hotels despite being a national brand. Which means they are performing
better to build own strong brand image. This makes Long Beach a place worth studying.

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1.2 Objective of the study

Broad Objective:

The main objective of this report is to note down the adopted functions of different divisions of
Long Beach Hotel based on their extension of operation and evaluate the practice against the
ideal one. I will also present the fluctuation of performance during political unrest. At last, this
report will end analyzing conducted guest satisfaction survey.

Specific Objective:

The specific objectives of this report will be the following:

Observe the daily operations of food and beverage department, 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

1.3 Scope of the study

This report is an attempt to present operation of Long Beach and the mechanism they use to
compete against their competitors. As it is my first industrial attachment, I tried to match and
find the difference between the things I learned in the book and the practice in the real world.
Then I measured the guest satisfaction, which I think will explain if the practice of this
organization is paying off in their favor. The completion of this report will help the organization
recheck its strengths, weaknesses, opportunities and threats that will aid it in strategizing further
ahead.

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 1.4 Methodology of the study

Research is a procedure of logical and systematic application of the fundamentals of science to

the general and overall questions of a study and scientific technique, which provide precise tolls,
specific procedures and technical information, rather than philosophical means for getting and
ordering the data prior to their logical analysis and manipulation.

1.4.1 Source of data

The sources of data include primary and secondary data sources.

Primary Sources:

Primary data is collected by internal report and data of Long Beach Hotel.

Secondary Sources:

The secondary data is data, which is collected and compiled from different sources and are used
in research for this study.

The secondary data include material collected from

Newspaper
Magazine
Internet

1.4.2 Data collection method

The various method of data gathering involves the use of appropriate recording forms. These are
called 'tools' or 'instruments of data collection.
Collection Instruments:
Long Beach Hotel Internal Report and data analysis.
Observation
Practical work in Long Beach Hotel
The survey questionnaire is pre-prepared by the organization and supplied at guest
rooms to find out guest satisfaction
I used Microsoft Excel to analyze the data with graphical presentation.
The target population was the guests that visit Long Beach Hotel. Mostly Air Arabia, Saudi
Airlines and Fly Dubai crew occupy most of it. But to bring dynamism and fulfillment I used
normal guests too.
The sample size was 36
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 1.5 Limitations of the study

The only limitation I faced is the time limitation and lack of access to the confidential data. I had
to roll into three different divisions of the hotel within this short period. Functions in each of
these departments are so broad that it is possible to finish the whole internship in one department
alone. Despite that, I tried to sum up my learning within these couple of days left after the
internship. With more time, I could collect more data to analyze from my connections and come
up with recommendations that are more accurate. During my internship period, I had to keep
myself busy for 8 hours a day learning new things and facing new situations. It was little tiring
yet immensely interesting.

Another factor is the lack of access to the confidential data. During my period, I came to observe
with their business reports, predictions and expected business expansion plans. This information
could be ripe fruit for the enrichment of my report and I could have more data to decide and
work on. Still I tried to gather available data from the website and the daily business reports.

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 CHAPTER TWO
2. Hotel industry in Bangladesh and induction of Long Beach Hotel

In first decade of 21 century three five-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. We
can be happy to know that 12 universities of this country have opened Hospitality and Tourism
Department. The government is also going to establish 4 new Hospitality and Tourism Institutes
in the divisional towns very soon. Chittagong, the second largest city of the country, and Cox's
Bazaar, the tourist city, can now boast of a significant number of upscale hotel rooms. Divisional
and district towns of the country are also offering decent accommodation, which was totally
absent two decades ago.

Private sector deserves full credit for this significant change in the hospitality industry. Along
with the hotels, the role of private sector should also be lauded for building hitherto unknown
area like holiday resorts. Within comparatively short span of time, the sector has become
enriched by attractive properties like Jamuna Resorts, Royal Resorts, Nazimgarh & ZASTAT
Resort, Arunima Countryside & Golf Resort, Foy's Lake Resort, Nokkhotrobari Resort, Nishorgo
Nirob Eco cottage and Mermaid Eco Resort. These resorts are located near Coxs
Bazar,Chittagong, Sylhet, Sri mangal, Jessore and Cox,s Bazar. Coxs Bazar, Chittagong, Sylhet.

With more upscale hotels expected to start operation by 2016, the hotel room inventory in Coxs
Bazar city is going to be significantly established in new tourist places. Not so long ago, the
highly capital intensive hospitality industry in Bangladesh was dependent on public sector
investment as the private sector was very shy. This resulted in building major properties like now
defunct Shahbagh Hotel - the first international standard hotel in Coxs Bazar -- in 1950s,
Intercontinental - now Ruposhi Bangla -- in 1960s and Pan Pacific Sonargaon Hotel in 1980s,
by the public sector. Only two notable hotels - Purbani in Coxs Bazar and Agrabad in
Chittagong -- represented private sector for quite some time those days.

But now, the situation has been reversed. Now, the hospitality industry of the country is
dominated by a vibrant private sector. In the span of little over two decades, private sector has
greatly enriched hospitality industry of the country in general and the capital Coxs Bazar in
particular. Apart from upscale hotels in different parts of the country, the private sector has made
a great contribution in enriching the country in another sector of hospitality industry -- the
holiday resorts. For upscale accommodation, for many years Coxs Bazar was dependent on a
few specific hotels like Seagull hotel, Sea Palace Hotel etc.

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Now the Westin Coxs Bazar, Radisson Blue Water Garden Hotel, Ocean Paradise have enriched
Coxs Bazar's hospitality industry. And together they are offering about 1,400 five star quality
rooms. There are about seven other hotels including Hotel Orchard Plaza, Hotel Washington, Best
Western La Vinci, Lake Shore Hotel & Apartments, Platinum Suites, Royal Park Residence,
Ascott the Residence which are offering about 500 three to four star quality rooms. In addition to
these rooms, there are about 200 one to two-star quality rooms available in guesthouses. Right
now we have government certified 7 five-star hotels, 4 four-star hotels, and 12 three-star hotels in
the country. Besides, Ocean Paradise Hotel and Resort in Cox's Bazaar is keeping all facilities of a
five star hotel.

It is encouraging to note that initial contracts have already been signed with Best Western, Move
& Pick, Marriot, Holiday Inn, Novotel, Radisson, Swiss Hotels in various parts of the country
including Chittagong, Cox's Bazar and Sylhet. These hotels are likely to be opened in 4 to 6 years
period. Public sector or in other words the government is no more required to invest in building
hotels. But that does not mean that government now has nothing to do. In fact, government now
has great responsibility as facilitator and regulator in guiding the sector to a planned growth.

In this connection, government has declared Cox's Bazar Development Authority to boost tourism
sector in a planned way. The government is also going to establish Exclusive Tourist Zone (ETZ)
in Teknaf where foreign tourists will relax and feel comfortable. Steps have been taken to improve
road communication especially for these two areas and air connection of this subcontinent is also
being rescheduled for a much better service for the tourists. Public hotels are being renovated and
expanded. New rest houses are also getting Popularity. There is a vibrant possibility in hotel and
hospitality industry in Bangladesh. We have the longest sea beach -- Cox's Bazar -- and the largest
mangrove forest - the Sundarbans. Religion tourism and eco tourism can take an important role
here. If we can brand our tourism sector, it will take a place after garment sector in earning foreign
currency.

May 2005 : Debut of Long Beach Hotel & Resort as a British-Bangladesh investment
Group

June 2005 : They started their own construction to develop as a five star hotel

November 2005: The director body recruit the management body of Long Beach Hotel &
Resort

December 2006 : Initial staffing requirements was completed

January 2007 : Started the training program for the executives as well as for the staffs

April 2007 : It has been soft open

Figure: Long Beach operation timeline

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 2.1 Company profile & literature review: Coxs Bazar Regency Hotel and Resort

As mentioned in their website; Long Beach is a magnificent new-generation business class hotel
ideally located on Airport Road in the commercial area of Nikunja 2. it a 3-minute drive from
Hazrat Shahjalal International Airport or around the bend from Baridhara Diplomatic Zone or a
15-20 minutes ride away from the Banani and Gulshan Commercial Areas, Long Beach Hotel &
Resort is conveniently situated to target and attract the market segment that requires lodging
services most frequently. Moreover, its proximity to the industrial belts of Tongi and Export and
Processing Zone (EPZ), where the ever-flourishing readymade garments (RMG) sector of
Bangladesh is situated and which contributes to the lion share of inbound travels to the nation,
makes the hotel's location even more prime.

YEAR OF ESTABLISHED : 2007

TYPE OF HOTEL : 5 Star Business Hotels

GROUP : British Bangladesh Group

ADDRESS : Airport road, Nikunja 2 Coxs Bazar-1229.

TELEPHONE : +88 02 8913912

FAX : +88 02 8911479

E-MAIL : info@longbeach.com

WEB : www.longbeachhotelbd.com

TRANSPORT : Airport 2 km, (10 minutes by car)

ACCOMODATION : 214 Guest rooms

City s nearest hotel From The International Airport.

LOCATION :

Figure: Information at a glance

15-stories high with over 250,000 sq. ft. of space (including 15,000 sq. ft. parking lot), this edifice
of classic stature structured for 214 luxuriously furnished guest rooms and suites , including the
exclusive club floors with its private VIP lounge, began as a venture of the UK based NRB's. Each
room is equipped with central air-conditioning, satellite television, International Direct Dialing,
mini bar and an electronic safe.
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Long Beach boasts on running the largest 24-hour 5 Star restaurant in the country, Grandiose
Restaurant, offering international multi-cuisine delights and three buffet meals per day. There is
also a quaint cafe, Comfee Lounge, which caters to a wide selection of light and mouthwatering
delicacies. Recently, the hotel launched an instantly raved rooftop garden restaurant, Grill on the
Skyline, which is a steak and seafood bistro and provides guests an unobstructed panoramic view of
the city's airport runway.

Apart from the restaurants, the hotel also caters many events in its elegant Celebration Hall and six
other luxurious banquet and event venues. Long Beach also holds the distinction of owning the
trendiest hookah lounge in the city, Shisha World, as well as the largest live entertainment bar
lounge in the country, Club-13.

With stake towards the health of its guests, the hotel also has its very own state-of-the-art health
club, DR Fitness, which constitutes of steam & sauna services, rooftop swimming pool and some of
the latest equipments of the season, all including personal fitness concierge service. The largest
authentic Thai rejuvenation facility in the country, Bion Spa, is also part of Long Beach, complete
with also steam, sauna, and salon services. And as business travelers constitute most of its hotel
occupants, Long Beach ensures its guests the convenience of a fully equipped Business Center and
Limousine services.

2.2 Coxs Bazar Long Beach Hotel & Resort: Mission and Vision

Mission:

The Long Beach Hotels mission is to exceed the expectations of their guests. Inspire their
associates and provide superior financial results to those who entrust with managing their assets

Vision:

Vision of Long Beach Hotel & Resort is to be a world class and renowned hotel by its service
excellence and product quality.

2.3 Departments in Coxs Bazar Regency Hotel

Long Beach Hotel is a five star business Class hotel. Within five years of its operation, it gets
much popularity from various types of guest for its excellent service and guest friendly
ambiance. This hotel has been operated consisting of its ten important departments.

These Departments brief descriptions are given below:

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 Front Office Security department
Food and beverage service MIS department
Food and beverage production Finance and Accounting department
Maintenance department Sales and marketing department
Housekeeping department Human resources department
Figure: Departments in Long Beach Hotel

2.4 Different services at Coxs Bazar Long Beach Hotel

I. Accommodation facilities:

Each of our 214 guest rooms and suites has been immaculately decorated with complete attention
to the comfort of our guests. We offer numerous categories of rooms to ensure that we may cater
to the individual needs of our valued guests.

The following facilities are included in our rooms:

Central air-conditioning
Satellite television
Bathrobe & Hairdryer
International Direct Dialing
Mini bar
Electronic safe
24-hours room services
Laundry services

Room Type Published Rate*

Standard USD 170 ++
Luxury Deluxe USD 250 ++
7th-10th Floor
Deluxe Supreme USD 300 ++
Executive Suite USD 400 ++
th th
Long Beach Premium 11 -12 USD 350 ++
Long Beach Studio Floor USD 325 ++
Luxury Studio (Executive USD 400 ++
Royal Suite floors) USD 900 ++
Presidential Suite USD 1200++

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 II. Dining Facilities:
Grandiose restaurant
Grill on the Skyline
Comfee lounge
Shisha world
Club 13
III. Featured service:
Limousine service
Business centre
Bion Spa
DR fitness
Swimming pool and Jacuzzi
IV. Meeting and event facilities:

Function Room Location Classroom Theater U-Shape Banquet Reception

Celebration Hall
Level-14 150 450 120 300 960
(5,721 sq ft)
Grand Summit-1
Level-14 50 120 80 200 600
(4,332 sq ft)
Grand Summit-2
Level-6 40 100 35 100 200
(2,220 sq ft)
Rendezvous Lounge
Level-13 35 80 30 80 120
(1,930 sq ft)
Corporate Summit-1
Level-9 20 30 20 N/A 50
(1,110 sq ft)
Corporate Summit-2
Level-9 20 30 20 N/A 50
(1,110 sq ft)
Grill On The Skyline Level-15
N/A N/A N/A 120 200
(8,780 sq ft) (Rooftop)
My Lounge (980 sq
Level-14 20 30 20 N/A 40
ft)
Figure: Meeting and event facilities at Long Beach

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 CHAPTER THREE
Internship Activities

It was 12 weeks long internship program. Unlike other organizations, Long Beach Hotel was pre-
prepared for our arrival. The internship-training modules from all departments were prepared by
the head of the organizations and with direct supervision of executive director Mr Shahid Hamid.
So we went through a process of learning bookish knowledge and see how that works in the real
life.

Week 01

The first week of my internship period I attended classes under Food and beverage director ATM
Ahmed and restaurant manager Mr. Humayun Kabir who tried to illustrate their learning from
experiences toward me. I learned the organizational hierarchy of food and beverage department
and the roles they play.

Week 02

The second week I learned different crucial challenges the food and beverage department has to
go through during daily operations and how to handle guest created problems. We watched
Sunrise training centre video documents and learned how to use the knowledge in real life
scenario.

Week 03

The third week I was taken to the Grandiose restaurant to see the real food and beverage
operation. I did mise en place, observed the how skillfully managers handle guests and lead
staffs. I had a tour to different outlets of food and beverage department. Manager provided me
hard copy of training module to learn at home.

Week 04

I learned the telephone skills of the receptionist; how to take reservation and accommodate guest
properly. Clean the restaurant before every meal and clear up guest tables.

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 Week 05

I learned preparing the restaurant before, during and after service, mise-en-place and rules and
points to remember while table laying in banquet hall. I attended one wedding reception as a
staff of Long Beach and worked till closing.

Week 06

My supervisor took me to the food and beverage production area. He introduced me with
different equipments and instruments and I started helping them in the cold kitchen and
continental kitchen.

Week 07

For this week, I worked in the Indian kitchen and pastry kitchen. It was not about mastering the
skills. Goal was to know operations and to find out what go wrong and take necessary steps as a
manager.

Week 08

This week was induction into the hotel front office for the first time. At first, I felt like a fish out
of water but then I tried to cope up with the help of the attendants. They were supportive. I
learned how to deal with guest check-in and check out. Their software was custom made but still
the concept was same.

Week 09

Since the front office connects all the departments letting them know guest requirements, the
woks of the front desk employees are not that easy as it seems. I gathered the knowledge on
property management system, reservation and wake up calls.

Week 10

I learned about processing guest check out system, change payment and night auditing activities.
How to arrange the guest bills in their folders and handling communication with the concierge
and security department.

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 Week 11

This week was my induction into the housekeeping department. This week I learned the hierarchy
of this department. I learned how to make beds and how fast we need to prepare check in rooms
and layouts. I leaned about the cleaning components and their use.

Week 12

I learned about relationship between housekeeping department and other departments. Delivering
guest room supplies and how to prepare room attendants checklist. As I worked, I found that the
work of this department is more tiring than other departments being mostly physical. Work of
this department is more sensitive than other since the guest interaction is greater than other
departments.

The total three months period was surprisingly interesting and enjoyable. The attitude of the
Long Beach team toward me was unforgettable and I learned a lot from them.

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 CHAPTER FOUR
Discussions, Analysis and Findings

My internship at Long Beach Hotel included induction into three core departments: Food and
beverage department, Front office department and Housekeeping department. I gathered
knowledge and collected data from each of these department. I want to present the discussions,
analysis and findings differently.

4.1 Food and beverage department

Hospitality industry is the most diverse and widely spread lucrative industry in the world. It is
certainly the largest employing millions of people in a bewildering array of jobs around the
globe. Sectors range from the glamorous five-star resort to the less fashionable, but arguably
more specialized, institutional areas such as hospitals, industrial outfits, schools and colleges.
Yet of these many different sectors, catering has to be the most challenging. Whatever the size of
the catering operation, the variety of opportunities available is endless. The sky is the limit with
catering. This is true in case of the Long Beach Hotel or any five star hotels in discussion. The
food and beverage operation starts from purchasing and receiving the product that will be used to
prepare food and finished beverages and ends at serving and service process.

4.1.1 Food and beverage department of Coxs Bazar Regency (Hierarchy)

Figure: F&B division hierarchy of Long Beach Hotel

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Like other five star hotels, the food and beverage director controls the food and beverage
department of Long Beach. Food and beverage manager then finds restaurant manager, banquet
manager and the executive chef working for him to manage the department. Then the other
people in the hierarchy have their role in this department including other chefs, cooks and
waiters. As I noticed, despite the small extant of the people on job are fit for getting works done.
Organization chart is modified as per their requirement and activities. We need to find out what
roles different personnel of this department are required to perform:

a) Food and beverage director:

The food and beverage director is in charge of a hotel's food service operations, including any
stand-alone restaurants within the hotel property. This position often demands an experienced
restaurant leader, who may be the sole manager at a smaller hotel, or who might oversee a
number of managers at a larger one.

i. Quality Control

The most important job of the food and beverage director making sure that all guests have good
experiences with the hotel's food service, whether eating at the restaurant, ordering room service
or having a special event catered by the establishment. The director is responsible for restaurant
personnel following recipes precisely, ensuring quality meals and proper portions, for instance.
He is also responsible for personnel following health and safety rules and regulations, ensuring
both the well-being of guests and that the hotel is in compliance with the law.

ii. Inventory

The food and beverage director is also in charge of maintaining proper inventory to ensure the
restaurant can fulfill all of its orders. This includes estimating the need for ingredients and
ordering the appropriate amounts. This also ties in with the need to ensure quality standards, as
too much or too little of a particular ingredient can create inventory issues. The director may also
have overall budgetary responsibilities for the food and beverage program, which include non-
food items such as dishes and chairs.

iii. Scheduling

The food and beverage director is also in charge of maintaining the restaurant staff, both in terms
of scheduling and in terms of training. This includes hiring the best applicants, teaching them
what they need to know to keep turnover to a minimum, placing the right number of people on
each shift in the right positions and even firing them, when necessary. As with food inventory,
the director must keep the overall budget in mind, as well as day-to-day operations, when dealing
with personnel.

iv. Intangibles

Finally, the food and beverage director must serve as the face of the hotel's food service. Thus,
she may be called upon to represent the hotel to customers, whether dealing with an unhappy
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guest's complaint or "making the rounds" of the dining room in formal dress to survey customer
satisfaction. The director may even play a role in such front-of-house elements as the menu
design and choice of flatware, or even appear in marketing brochures or advertisements. All of
this demand both poise and strong communication skills from the director.

b) Food and Beverage Manager

The food and beverage manager is the head of the food and beverage service department, and is
responsible for its administrative and operational work. Food and Beverage Managers direct,
plan and control all aspects of food and beverage services. Food and Beverage Managers require
excellent sales and customer service skills, proven human resource management skills, and good
communication and leadership skills. Desired knowledge for this position includes knowledge of
the products, services, sector, industry and local area, and knowledge of relevant legislation and
regulations, as well. Hence it is said that food and beverage manager is a Jack-of-all-trades, as the
job covers a wide variety of duties.

In general, food and beverage manager is responsible for:

i) Budgeting

The food and beverage manager is responsible for preparing the budget for the department. He
should ensure that each outlet in the department achieves the estimated profit margins.

ii) Compiling New Menus and Wine Lists

In consultation with the chef, and based on the availability of ingredients and prevailing trends,
the food and beverage manager should update and if necessary, compile new menus. New and
updated wine lists should also be introduced regularly.

iii) Quality Control

The food and beverage manager should ensure quality control in terms of efficiency in all service
areas, by ascertaining that the staffs are adequately trained in keeping with the standards of the
unit.

iv) Manpower Development

The food and beverage manager is responsible for recruitment, promotions, transfers and
dismissals in the department. He should hold regular meetings with section heads, to ensure that
both routine as well as projected activities of the department go on as planned. He must also give
training, motivate and effectively control staff.

c) Restaurant Manager
Restaurant Manager is responsible for directing and supervising all activities pertaining to
employee relation, food production, sanitation, guest service and operating profits. The
restaurant manager is either the coffee shop manager, bar manager or the specialist restaurant
manager. The restaurant manager reports directly to the food and beverage manager and has
overall responsibility for the organization and administration of a particular outlet or a section of
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the food and beverage service department. The restaurant manager's job includes:

1. Setting and monitoring the standards of service in the outlets.

2. Administrative duties such as setting duty charts, granting leave, monitoring staff
positions, recommending staff promotions and handling issues relating to discipline.
3. Training the staff by conducting a daily briefing in the outlet.
4. Playing a vital role in public relations, meeting guests in the outlets and attending to guest
complaints, if any.
5. Formulating the sales and expenditure budget for the outlet.
6. Planning food festivals to increase the revenue and organizing advertisement campaign of
the outlet along with the chef and the food and beverage manager.

d) Banquet Manager

The banquet manager supervises the banquet operations, sets up break-down service according to
the standards established by the hotel. He co-ordinates the banquet service in conjunction with
other departments involved and prepares weekly schedules for the banquet personnel. From the
time the bookings are done till the guest settles the bill, the banquet manager is in charge of all
aspects of banquet and conference operations. He supervises the work of the banquet sales
assistants, who do the banquet bookings and the captains and waiters who perform the food and
beverage service activities under his guidance. He is responsible for organizing everything right
down to the finest detail. The banquet manager projects the budget of the banquets, and works in
close coordination with the chef in preparing menus. He is responsible for making an inventory
of all the banquet equipment and maintaining a balance between revenue and expenditure.
Banquet managers may also be designated as assistant managers in the food and beverage service
department

4.1.2 Segments of food and beverage department of Coxs Bazar Regency

figure: Food and beverage department segments of DR

As you can see here there are 6 different segments that the food and beverage department has to
look after in Long Beach.
In addition to that, food and beverage services in Shisha World (Level 6) and Club 13 (Level 13)
also. The people in the higher chain of authority handle the unexpected troubles and people
working in different segments try to hold up the quality of the service as a team. This department
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seemed different from other departments I worked in and I had great pleasure working in this
department. Director Mr. Ahmed was friendly and proved himself a great leader with his skills as
director and behavior as a leader. Now, let us have a tour around their 6 different outlets.

1. Kitchen:
Kitchen facilities of any five star hotels are very important to be efficient. The large bulk of food
preparation and delivery requires the kitchen to be proper for many chefs and assistants working
together and getting job done in time. So the kitchen designing is important first to make the
kitchen functional and make it easier for the people to work fast and work efficient. The
designing is scientific keeping in mind the daily operation and flow of work. Here Im presenting
the kitchen of Long Beach.

Figure: Kitchen of Long Beach Hotel

The three kitchen doors are designed to get food to the storage area, deliver food quickly
to the Grandiose restaurant just left of hand and letting the workers get to washroom
without having sight of the guests. The offices of executive chef, saus chef and order
taking office is designed to accommodate flow of decision and handle problems at hand.
The three different kitchen segments staff kitchen, continental kitchen and the Indian
kitchen are kept aside considering the similarity of the job. The cold kitchen and the
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pastry kitchen are kept aside in different places as per the convenience. Since the
restaurant works require constant communication with the cold kitchen; the cold kitchen
is placed as per the convenience. The dishwashing and cutlery storage area is near to the
restaurant too. It supplies clean plates and cutleries quickly. So its all scientific.
Cleanliness and hygiene is of highest importance here too.
2. Grandiose Restaurant

With a contemporary yet elegant setting sprawled over a space of 8,500 sq. ft., the Grandiose
Restaurant is the nation's largest 24-hours multi-cuisine 5-star restaurant, allowing plenty of
privacy to all our patrons. It comprises an a la carte menu boasting sumptuous dishes from all
four hemispheres of Earth, thereby, truly offering food for your every mood - and at any hour to
boot! The restaurant's buffet table too is a gastronomic affair, always allowing you to eclectically
satiate your palates.

Another important part of the restaurant is the reception desk where most of the reservation
orders are taken in and the bill is paid. The profitability and efficiency of the Grandiose
restaurant also depend on telephone skills of the receptionist. The restaurant manager of Long
Beach taught us the procedure that we need to follow to prove ourselves as efficient receptionist.
During any telephone conversation, hotel staff should follow the below key points:

Smile even though you are on the telephone: When you smile, you automatically
improve your vocal quality, and you will sound pleasant and interested.
Sit or stand up straight: By sitting or standing up straight, you will be more alert and pay
better attention to what is being said.
Use a low voice pitch: A lower voice pitch will make you sound more mature and
authoritative.
Match your speaking rate to the callers: Let the caller set the tempo of the conversation.
For Example, he or she may be in a hurry; In that case, you should provide information
more quickly.
Avoid extremes in volume: If you speak too loudly, you may sound rude or pushy. If you
speak too softly, you may sound timid or uncertain.
Avoid expressions such as "uh-huh" and "yeah": Such expressions make the speaker
sound dull, indifferent and uninterested.

Front office staffs often take phone messages for other employees or guests. most front offices
have a standard telephone message form. If you answer the phone, its important that you listen
carefully and take accurate written notes while speaking with the caller. When you take a
telephone message, be sure to get the following information:
Date
Time of the call
Name of the person being called
Callers' full name

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 Callers' department ( if the call is internal)
Caller's company
Caller's time zone ( only if overseas call)
Caller's Telephone number ( and area code, if needed)
Message ( do not abbreviate- provide a full message)

Heres the task list used in Long Beach for the front office assistant of afternoon shift.

Daily Task List for Front Office Assistant - Afternoon Shift

Date:

Emp Code / Name:

Time Task Done

Attend FO Afternoon Briefing and Handover from Morning Team
13:00 14:00
Count Cash Float
Check stationary and oversee the lobby area and Lounge area
Check Pick-up / Drop off report of the day with concierge
Ensure cleanliness of the Lobby and Lounge
Check Room change (Liaise with concierge and DM)
14:00 16:00 Check all Room Status and discrepancy
Post any manual incidental charges or deposits as per Morning Shift instructions
Check and Clear Trace / Flag and Messages on (Timely Manner)
Print / Save "Emergency Report / Contingency report set at exactly 16:00hrs
Revise room allocation and assign rooms for any on day pick

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3. Comfee Lounge

Futuristic furnishing and flavored fragrances make up the feel for the Comfee Lounge. Whether
you drop by for a quick cuppa or stay for the confection, this is the perfect place to treat your
palates.

4. Grill on the Skyline

Grill on the Skyline - it is a secret garden in the nook of Coxs Bazar City where the first thing
that hits you when you step out to it is the smoky aroma of grilled goodies, before the open sky
and the majestic view feels up your senses with a little slice of heaven.

5. Banquet service:

Despite the structural problem Long Beach banquet service at level 14 is envious for other hotels.
It holds numerous parties and programs at different times of the year. There are two different parts
of the Banquet hall. So its possible to hold two different programs at a time. The banquet hall is
decorated as required. During the political unrest holding different programs at a cheaper rate
helped the hotel to energize its weak economic force.

6. Room service:

Room service is another important part for the food and beverage department. As I showed in the
kitchen design, the room service order-taking department must always be aware of the orders
placed by the guests. It is found that many guests select hotels depending on the efficiency and
effort from the room service. Although most of the room services are at the hand of the
housekeeping department, mini bar and food delivery at room are at the hand of the food and
beverage department.
4.1.3 Standard Operating Procedures: Steps of F&B Product Control

Step 1: Purchasing

Step 2: Receiving

Step 3: Storing

Step 4: Issuing

Step 5: Pre-preparation

Step 6: Preparation

Step 7: Serving

Step 8: Service
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 Figure: Steps of F&B Product Control

4.1.4 Identified problems in Food and Beverage Department

The identified problems that I found in the Long Beach food and beverage department are:

Having problem in finding educated and proper kitchen staff

Inability to employ kitchen personnel for long time, high employee turnover
Lack of certification of the kitchen personnel
Lack of modern equipment

I think that can present proper scenario of Long Beach Food and Beverage department.

4.2 Housekeeping Department

The housekeeping is the department of a hotel charged with cleaning and maintaining rooms and
public spaces. From the time a guest checks-in in a hotel till he checks out, it is the housekeeping
department which takes care of the guest by making his / her stay pleasant and comfortable. In
general, the housekeeping crew is responsible for the daily cleaning of public rooms (lobbies,
corridors, meeting rooms), private bedrooms and public washrooms. In addition, it handles the
laundering of linens and in some instances, guest laundry. Housekeeping also performs a minor
security function by providing a first alert to potential guest problems while staff undertake
daily guest bedroom cleaning. The importances of housekeeping department are:

Comfort
Cleanliness and hygiene
Safety and Security
Privacy
Dcor

4.2.1 Functions of housekeeping in Coxs Bazar Regency

The functions of housekeeping department in Long Beach are:
Cleaning rooms and public areas
Bed making
Linen management
Laundry service
Pest control
Key control
Safety and security
Interior decoration
Room maintenance
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 4.2.2 Liaison of housekeeping with other departments

4.2.3 Types of rooms at Coxs Bazar Regency Hotel

Room Type Published Rate*

Standard th th USD 170 ++
7 -10 Floor
Luxury Deluxe USD 250 ++
Deluxe Supreme USD 300 ++
Executive Suite USD 400 ++
Long Beach Premium th th USD 350 ++
11 -12
Long Beach Studio USD 325 ++
Luxury Studio Floor USD 400 ++
Royal Suite USD 900 ++
Presidential Suite (Executive floors) USD 1200++

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 4.2.4 Housekeeping department organization chart: Coxs Bazar Regency

4.3 Front office Department

Front office department is the heart of the hotel. It connects all the departments informing them
the guest needs. Front office is the place that has to face complains and queries from the guest.
This department takes the heat. From pre-arrival to departure front has to serve guests
accommodating them with all the services they need. Front office department of Long Beach is
situated at 5th floor of the building.

4.3.1 Front office hierarchy of Coxs Bazar Long Beach Hotel

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 4.3.2 Front office Department layout

Layout of any front office department must be scientific and be designed keeping in mind
flexibility and smooth operation. Front office of Long Beach Hotel is also designed scientifically.
There are three workstations to process check-in and checkout process. At the back office there is
computer wit internet connection and fax machine to check out information and receive
important documents. Front office manager sits at a separate office at the corner of the back
office. There are reservation office and the business centre aside. There is sitting area in front of
it Trinkets @ Long Beach. Guests can wait if process takes time or in rush. So it is enough to
ensure smooth flow for guests.

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 4.3.3 Front office functions and guest interaction

Front office of any hotel has to perform different functions. These functions are divided into 4
different categories. Those are:

Pre-arrival
Arrival
Occupancy
Departure

The specific activities are as shown in the figure above. Pre-arrival function starts with
reservation process. At arrival front office processes registration, key issuing and baggage
handling. At occupancy period they connects guests with other departments according to their
needs, exchange money, handles mails and telephone calls. At departure they arrange checkout,
bill settlement and transportation facilities for guests.

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 4.3.4 Coxs Bazar Regency property management system HMS

There are different property management systems available out there. Hotels can purchase the
software from the companies or they can use their own custom-made PMS considering the
nature of work in the front office. Long Beach uses custom-made PMS, which they call HMS
(Hotel Management System). It helps the front office employees perform the following
functions:

Reservations management
Room management
Guest account management
General management

Here I am presenting screenshots from the Long Beach s property management system HMS
strategies, which is not good for hotel in long run.

4.4 SWOT analysis on Coxs Bazar Long Beach Hotel

The acronym for SWOT stands for

Strengths

Weaknesses

Opportunities

Threats

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The acronym for SWOT stands for Strength, Weakness, Opportunity, and Threat. The SWOT
analysis comprises of the Organizations internal strength, weakness, external opportunities, and
threats. SWOT analysis gives an organization an insight of what they can do in future and how
they can compete with their existing competitors. This tool is very important to identify the
current position of the organization relative to others, who are playing in the same field and used
in the strategic analysis of the organization.
Strengths of Long Beach Hotel:

Location:

The Long Beach hotel is the closest business-class five star hotels in Bangladesh. Located at
airport road & in the commercial area of Nikunja.It is also very closest from Gazipur Tongi
industrial zone and baridhara Diplomatic zone.

1. Latest property:

Long Beach Hotel is the Latest Five Star hotel In Bangladesh .it is Only 6 years old property.

2. Excellent service:

Long Beach Hotel provides world class service to its guest. Service people of this hotel are very
friendly to the guest.

3. Excellent F&B outlets:

Food and Beverage outlets of Long Beach Hotel are exclusive than no other Outlets of Coxs
Bazar city. Grandiose restaurant open 24 hours and provide multi cuisine to guest. Club 13 is the
largest bar of Coxs Bazar city.

4. Excellent MICE service:

Eight excellent banquet venues provide wide range of event and meeting facilities from Wedding
ceremony to small board meeting.

5. Executive Lounge at Hazrat Shahjalal International Airport:

Long Beach Hotel has an executive lounge facility to receive its foreign guest in International
airport.

6. Advanced Technology:

Long Beach always use modern advanced technology to operate the hotels From smart phone to
modern security devices.

7. New Independent Brand image:

After the six years of operation Long Beach Hotel establish strong independent hotels brand
48
image to its targeted customers.
Weaknesses of Long Beach Hotel:

The fault of an organization is the most important internal problems that might hamper the
growth rate to take place in a company. Though Long Beach Hotel is a company that has many
strengths but it also as well has some weaknesses of its own. The following are a few of the most
common weaknesses that Long Beach Hotel has at the present time.

1. Structural Problem

The Hotel Buildings Are not properly designed and Hotel lobby starts from 5th floor

2. Expensive to use internet

In the Hotel Long Beach Hotel, Internet is too expensive charged on hourly basis.

3. Behave of reception staff is not cordial

The reception staff certainly isnt courteous. They have very limited choice and most of which
are with very poor reception quality. They werent coming from the proper educational
background. Except receptionist all staff is very much cordial with the guests

4. Slow service

The room service is extremely slow. The AC does not seem to have individual controls. They do
not have a 24/7 housekeeping. Bed sheets and towels stinks. Do not have proper world class
toiletries.

5. Lack of natural scenery

You can not get the original natural scenario from the Long Beach Hotel. It is surrounded by the
buildings. Although you can find the Runway of International Airport beside one side of the
hotel, but this is not sufficient.

6. Hotel taxis not always available

Although you can get the taxi facilities in the Long Beach Hotel, but hotel taxi is not available
when you want.

7. It is not comparable to the existing world standards

There is no doubt that Long Beach Hotel is world standards, but to compete the world they has to
restructure the rooms or include some new items.

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8. They do not have casino

As it is a 5 star hotel and world level, so they can include the casino in their new service.

Opportunities of Long Beach Hotel:

An organization s opportunities are positive external environmental factors. An organization

should explore all possible opportunities available to it. These opportunities are intended to
improve the organization. By making improvements, the organization should be able to become
more competitive in the market. The following are opportunities available to Long Beach Hotel
order for it to become more aggressive.

Can standardize global rates with its presence over 73 countries

Tie up with big corporate business houses for providing travel and accommodation
facilities in any of their hotels around the world.

Social media marketing can be used to reach out more prospective customers and not
only the corporate business house.

Government rules and regulations are not strong enough, in our country

Consistent, accurate fulfillment of the clients wishes

Competitive pricing for the quality of services offered

Significant profit on each planned

Threats of Long Beach Hotel:

With the economic development of Coxs Bazar, the rapid rise of the surrounding hotels, all
other hotels have settled down in Bangladesh, while there are many domestic and international
hotel giants eyeing the fast growing market in Bangladesh. Like other growing business
organization Long Beach Hotel, Coxs Bazar has to face a lot of threats. Specifically, they are
the following:

1. Competition:

There are about six five star hotels and many domestic hotels in Bangladesh. The five star hotels
are highly competitive with each other. To sustain in the market all hotels want to give wide
service facilities to its clients. So, this is one of the main threats for the hotel to sustain in the
market.

The other five star hotels in Bangladesh are:

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 1. Ocean Pradise Hotel Coxs Bazar, Bangladesh
2. Radisson-blu Water Garden Hotel Coxs Bazar, Bangladesh
3. Westin Hotel Coxs Bazar, Bangladesh
4. Hotel Cox Today, Coxs Bazar, Bangladesh
5. Sea Palace Hotel Coxs Bazar, Bangladesh
6. Seagull Hotel Coxs Bazaar, Bangladesh

All these hotels are the competitor of Long Beach Hotel. All hotels have their distinguishing
features own self to attract foreign and domestic customers. And these hotels are really a big
threat for the Long Beach Hotel.

2. Expansion of economic hotels:

The gradual penetration of other economic hotel is also the risk for the existing hotels. Those
economic hotels are expanding and penetrating frequently. The price of those economic hotels is
reasonable and their services are considerate, which are favorably received by the customer
resources of middle and low class. Although its main replacement target is the hotel that fewer
than three star levels, the distribution influence towards ordinary businessmen and the customer
resources of scattering customers who choose self-assisted traveling cannot be neglected.
3. Political Turbulence:

Political turbulence reduces tourist traffic and thus the business of the hotels. Hotel industry in
Bangladesh really faces many obstacles for the political instability. For political disorder, strike,
lack of stable business investment tourists may not interested to come in Bangladesh and for this
the hotel authorities have to count losses. So this is a big threat for Long Beach Hotel.

5. Traffic Jam in Coxs Bazar city:

The overall traffic system of Coxs Bazar city is become poor day by day. It is really a bad
experience for foreign tourists to face traffic jam for unlimited time after long plane journey. So
sometimes they may lose interest to come in Bangladesh and as a result reduces the hotel
business problem.

9. Govt. rules and regulation

Hotel Business may be affected by govt. rules and regulation also. Sometimes hotel authorities
may fail to offer distinguishing services according to customers requirement to follow rules and
regulation provided by Government. And Ruposhi Bangla hotel have to face this types of
problem very frequently.

10. Lack of brand image:

Long Beach Hotel is non brand five star business class hotel. Many international visitors have
brand preference. So that Long Beach Hotel cannot catch these visitors.
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11. Others

There are some other external factors such as poor economic condition of Bangladesh, lack of
tourism development in Bangladesh, lack of skilled manpower, culture of Bangladesh, sudden
bad experience of a foreign client, lack of development of industrial sector of Bangladesh etc.
have a direct and indirect negative impact on the hotel business. All these are also treated as
threat for Long Beach Hotel.

That was the SWOT analysis of Long Beach Hotel.

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 Chapter 5
5.1 Recommendations

I have already presented my discussion on SWOT analysis and Long Beach Hotels strength
measurement criteria. In this recommendation part, I will try to show my suggestions to
overcome the weaknesses I observed and to fortify the strength with eternal force. I will present
the suggestions that can be enforceable by the effort of managers below. The recommendations
are:

Positioning: Long Beach Hotels positioning is already enviable to many hotels. Therefore,
theres no action recommended.
Infrastructure: Compare hotels infrastructure and technology with other hotels, actualize the
infrastructure and technology needed for essential service of the hotel
Marketing and sales: Verification of market segments for hotel and identification of potential
market segment to attract.
Management: Communicate hotel goals and objectives with the employees, design
continuous improvement plan and develop system to avoid ownership conflicts.
Training: Develop useful training program, hire trainers with experience and provide initial
training to the new employees.
Information system: Verify if the information system and its reports are useful to the
managers, develop data mining and develop guest follow up system.

Since out of 214 rooms 100 rooms have no window and guests cannot look outside. This
decreases the room rates and affects guest satisfaction. Long Beach should take care of that
problem if possible. The whole building is not fit for a five star hotel facility. In future, they need
to shift to compete with the world standard since they will face extreme competition in near
future with the introduction of half a dozen international brands. The conflict about ownership
must be handled for good to save own image. And they need to continue their legacy of
entertaining customer with events and cordial services.

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 5.2 Conclusion

Before starting my internship program at Long Beach Hotel, I was excited and bit worried. I was
excited because I was waiting for my induction into the real-life hotel experience. I grew fond of
him listening to his stories about how he chose to be a hotelier and became a legend. But bit
worried about if we can prove ourselves worthy of the honor they gave us. We found out that
they planned a whole internship module dedicated to our learning in the core departments.

As we started, we attended classes and then entered into the practice. We learned a lot. We made
mistakes and they taught us through. In this report, I tried to put all that I learned and observed. I
tried to illustrate the situation and suggest solution based on my brief learning. I may not be the
master of any department now but I am jack of three of those. I really enjoyed my days with
Long Beach team. They are friendly and always willing to deliver knowledge from their
experience. We are amazed by their endeavor and we are fortunate to have them as friends.

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Reference

1. Bharathiar School (2009), The Food and Beverage Services, Duties and roles of food and
beverage employees
2. James A Bardi (2008) Hotel Front Office Management, How front office connects all
departments?
3. Michael.L.Kasavana, Richard.M.Brooks (2005) Managing Front Office Operation,
Property Management System, Front office accounting
4. Bharathiar School, Accommodation Operation (2009), Functions and segments of
housekeeping operation
5. www.Coxs BazarLong Beach.com , Introductory information, room categories and pricing
6. Malhotra Dash (2010) Marketing Research Survey data analysis tools
7. Kappa NitschkeSchappert (1997) Managing housekeeping operations, Planning and
organizing housekeeping operations
8. Gabriel HectorHospitality Competitiveness Measurement (2012) Hospitality
competitiveness measurement criteria.

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