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Internship Report On “Standard Service & Its Impact on Guest Satisfaction- A Study on Food & Beverage Department of Dhaka Regency Hotel & Resort” Submitted To Jameni Jabed Suchana Lecturer Department of Tourism and Hospitality Management Faculty of Business Studies University of Dhaka Submitted By Cynthia Islam ID: 101 Batch: BBA 6th Section: A Department of Tourism and Hospitality Management Faculty of Business Studies University of Dhaka

Date of Submission April 20 2017

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Letter of Transmittal 20 April 2017 Jameni Jabed Suchana Lecturer Department of Tourism and Hospitality Management Faculty of Business Studies University of Dhaka

Subje

Submission of internship report on “Standard Service & Its Impact on Guest

ct:

Satisfaction: A Study on Food & Beverage Department of Dhaka Regency Hotel & Resort”

Respected Ma’am,

I am pleased to submit this internship report titled “Standard Service & Its Impact on Guest Satisfaction: A Study on Food & Beverage Department of Dhaka Regency Hotel & Resort” for fulfilling requirement of the course internship program. It was my effort to present all that I learned during my three months internship period and analyze the gathered guest satisfaction data of Dhaka Regency Hotel and Resort. It will be my 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

Cynthia Islam ID #101 Section: A BBA 6th Batch Department of Tourism & Hospitality Management Faculty of Business Studies University of Dhaka

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Letter of Certification This is to certify that Cynthia Islam, Student ID 101, BBA 6th Batch, Department of Tourism and Hospitality Management, Faculty of Business Studies, University of Dhaka, has successfully completed the internship report on “Standard Service & its Impact on Guest Satisfaction: A Study on Food and Beverage Service of Dhaka Regency Hotel & Resort.”. In this regard she practically worked at Dhaka Regency Hotel & Resort from 10 th January, 2017 to 10th April, 2017 under my supervision and instruction.

This report supports the topic title and fulfills the entire requirements. I have gone through the report and found it to be a well-written report. She has completed the report by herself. I instructed her to prepare it. Hereby, I accept the report as the successful completion of the internship program. I wish her every success in life.

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Jameni Jabed Suchana Lecturer Department of Tourism and Hospitality Management Faculty of Business Studies University of Dhaka

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Letter of Declaration I am Cynthia Islam, a student of Bachelor of Business Administration (BBA), of the Department of Tourism and Hospitality Management in University of Dhaka. I hereby declare that the work presented in this internship report is done by me after completion of three month internship at Dhaka Regency Hotel and Resort under the supervision of Jameni Jabed Suchana, Lecturer, Department of Tourism and Hospitality Management, Faculty of Business Studies, University of Dhaka. I also confirm that this report named “Standard Service & its impact on Guest Satisfaction: A case study on Food & Beverage Department of Dhaka Regency Hotel & Resort.” has only been prepared for the fulfillment of the course of internship as the partial requirement of Bachelor of Business Administration (BBA).It is not for any other purpose or might not be used with the interest of opposite party of the corporation and all the unique information of this report will be confidential.

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Cynthia Islam ID #101 Section: A BBA 6th Batch Department of Tourism & Hospitality Management Faculty of Business Studies University of Dhaka

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Preface For three months from 10 January 2017 to 10 April 2017, I did my internship at Dhaka Regency Hotel and Resort. I have completed my internship in Food & beverage divisions of Dhaka Regency Hotel and Resort; one of the best five-star hotels of the country. It has allowed me to experience the world of tourism and hospitality businesses in Bangladesh. As an internee, to be a graduate of “Tourism and Hospitality Management” from the country’s best business school, I earned good observation from the Director of Food & Beverage Division, Mr. ATM Ahmed Hossain. 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, and 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 knowledge is like a tiger without claw. Therefore, I needed to ensure that I get proper training during the internship period and Dhaka Regency Hotel & Resort guided me well.

In this report, I will describe my experience during the internship period. This report contains the company profile, the functions Food & Beverage department of the hotel, evaluation of the performance as well as standard service and analysis of guest satisfaction survey.

For this opportunity I like to thank: Mr. Shahid Hamid FIH, executive director of Dhaka Regency Hotel and Resort who accommodated me and arranged specialized learning materials to fortify my learning. Mr. ATM Ahmed, director food and beverage department of Dhaka Regency Hotel and Resort, 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.

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Mr. Humayun Kabir, restaurant manager of Dhaka Regency Hotel and Resort, who helped me to introduce with new terms of hospitality industry and gave hands on training on restaurant services. I also thank him for sharing real life stories that are thought provoking. And of course, Jameni Jabed Suchana Ma’am for vital supervision during my internship period despite being preoccupied with her professional and personal life Beside my internship, I have really enjoyed my spent time with the Dhaka Regency team. I thank them for creating such a beautiful experience for me.

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Abstract If I sum up my internship experience, it was 3 months continuous learning from the experienced director and managers of Food & Beverage Department directly. In this report, I tried to illustrate the functions of the department including the deviation from the standard benchmarking. Sometimes it is justified acting by not following rules. I presented the organization chart of the department, which differs from organization to organization. Now it is possible to compare their skill against the international standard. After that, I thought it is important to present the impact of standard service to have greater guest satisfaction. It will also present the importance of guest satisfaction in tourism businesses. I will include the guest satisfaction survey that will present guest attitude to food and beverage services provided by Dhaka Regency 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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Index Details

Chapter No.

Page No.

Introductory part

1

1.1 Introduction 1.2 Brief history of the study 1.3 Objectives of study 1.4 Scope of the study 1.5 Methodology of the study 1.6 Limitation of the study

11-16

Overview

2

3

4

Food & Beverage industry in Bangladesh and its contribution History of Dhaka Regency Company profile: Dhaka Regency Hotel and Resort Mission statement Vision Various Departments in Dhaka Regency Features of Dhaka Regency

Internship Activities Food & Beverage Department Food and Beverage Department Types of catering Food and Beverage outlet Chart of Organizational Structure Menu compilation Banquet Operation Kitchen Restaurant Etiquette in service Standard Operating Procedures: Steps of F &B Product Control Factor that showed Standard service to satisfy guest Guest Satisfaction Survey SWOT analysis of Food and Beverage Department

17-27

28-31

32-63

Chapter 5: Concluding Part 5

Findings Suggestion Conclusion References Appendices

64-69

List of Table Table No. 2.1 2.2

Name of the Table Accommodation directory Banquet halls

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Page no. 23 26

List of figure Figure No. 2.1 4.1 4.2 4.3 4.4 4.5 4.6 4.7

Name of the Figure Sitting Arrangement Organizational chart for Food and Beverage Department Organizational chart for Food and Beverage Production Kitchen Arrangement Steps of F & B Control Guest rating on dining Guest rating on Facilities SWOT Analysis

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Page No. 27 36 37 52 55 58 59 60

List of abbreviation and acronym: AP: American plan (3 meal complimentary) B & W: Black & White Ball Room: large function rooms which are primarily used for functions and weddings. Banquet hall: An open space serves a purpose of charitable gathering, a ceremony, or a celebration, and is often preceded by some speeches and followed by at least one meal Catering: providing food and drink, typically at social events and in a professional capacity Complimentary: No charge is made for the item or service offered CP: Continental plan (Breakfast complementary) CDP: Chef de partie DCDP: Demi Chef de partie DR: Dhaka Regency EP: European Plan (No meal complementary) F & B (P): Food and beverage Production F & B (S): Food and Beverage Service GDP: Gross Domestic Product Item 86: Item which is out of stock for a particular time Jacuzzi: a large bath with a system of underwater jets of water to massage the body MAP: Modified American Plan (2 meals complementary) Menu: a list of dishes available in a restaurant Minibar: a refrigerator in a hotel room containing a selection of refreshments that are charged for on the bill if used by the occupant. MIS: Management Information System SWOT: Strength, weakness, opportunity and threat USD: United States dollar

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Chapter 1 Introduction

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1.1 Introduction Nowadays, hospitality industry is expanding too fast because of globalization. This is the blessing of the newest technological advancement. As well as patterns of lifestyle and leisure period spending style of tourists has changed a lot. To keep pace with the ever changing demand and to get a hold of newest market segment, innovative ideas are taking over old ones and evolving dynamic services and facilities every day. Customers are known as guests in this industry. To hold up loyal guests is a great challenge of this industry. In order to be successful, it is not sufficient to attract new guests; managers must concentrate on retaining existing guests implementing effective policies of guest satisfaction and loyalty. In hotel industry guest satisfaction is largely hooked upon quality of service. A management approach focused on guest satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Guest satisfaction means total contentment of a stay in a hotel by getting expected service. It implies the attributes whether or not customers will return to a hotel or advice to other tourists to stay. It is pivotal to success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage.

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 Dhaka Regency Hotel and Resort was productive and helped to achieve a professional edge.

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In my study, I have explored the role of food and beverage (service) department and how they satisfy guests to increase loyal guests. This study has been conducted on the basis of practical experience of working in Food and beverage (service) department of Dhaka Regency hotel and Resort. It is one of the closest five star business class airport hotel from International Airport of Bangladesh. In this study various analysis related to guest satisfaction measurement have been conducted to examine guest satisfaction.

1.2 Brief history of the study A hotel is an establishment that provides lodging paid on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a minibar with snack foods and drinks, and facilities for making tea and coffee. Luxury features include bathrobes and slippers, a pillow menu, twin-sink vanities, and Jacuzzi bathtubs. Larger hotels may provide additional guest facilities such as a swimming pool, fitness center, business center, childcare, conference facilities and social function services. Dhaka Regency hotel is one of the most exquisite, exclusive and magnificent, lucrative business-class five star airport hotels in Bangladesh. It is located on Airport road in the commercial area of Nikunja. Dhaka Regency has consistently sought to bring together the finest in art and architecture, comfort and cuisine, leisure and fun to create each moment is for guests to enjoy. It is renowned for its outstanding professional services. Spectacular fifteen-storied tower, the Dhaka Regency hotel has 214 luxury and suite rooms. At present 110 luxury rooms and suites are having guest accommodation and rest of 104 are under renovation, which is more than any other hotel in Bangladesh. Its guests will enjoy extensive facilities and extra privileges, including highly acclaimed spa, personal butler service, Private VIP lounge and an endless variety of activities. For its guest it has assembled state-of-the-art conference and exhibition halls charged with breathing vibrancy, warmth light, synergistic swimming pool, lobby area, newly renovated restaurants and health center on the rooftop offering unrivalled panoramic views of the Dhaka city.

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Dhaka Regency 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. Being an independent hotel with lots of investors, Dhaka Regency will face challenges. These challenges have to be overcome with the competitive advantage and practice of international standard to satisfy their guest. As I observed, number of repeated guest in Dhaka regency 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 Dhaka Regency a place worth studying.

1.3 Objectives of the study 1.3.1. General Objective:

The general objective of this report is to prepare an internship report based on food and beverage operation of Dhaka Regency Hotel and Resort.

1.3.2 Specific Objective: The specific objectives of the report are as follows: 

To present an overview of Dhaka Regency.

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To describe the food and beverage operation of Dhaka Regency

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To know about different type of service and restaurants of Dhaka Regency

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To examine guest perception on service quality of Dhaka Regency

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To measure guest satisfaction in food and beverage and repeat guest.

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To understand strength and weakness of the hotel and how to improve operations

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1.4 Scope of the study This report is an attempt to present food and beverage operation of Dhaka Regency and the mechanism they use to compete against their competitors to maximize satisfaction level of its guests. 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.

1.5 Methodology of the study The nature of this report is descriptive with some survey; observation method is used to complete this qualitative research. Most of the necessary information has been collected from websites; face to face interviews responded by the officers of the hotel and guest satisfaction survey data conducted by the hotel. Some publications on online hotel service were also followed. This questionnaire evaluates all the hospitality services that a guest enjoyed during his/her stay. Due to my limitations, I have collected data from hotel report and I try to analysis them at my level best. In this report we have used two types of data. These are as below:

Primary source: Primary data have been collected in the form of interview. A personal interview of Mr. ATM Ahmed Hossain, Director of Food and Beverage Department, Mr. Humayun Kabir, Restaurant manager has been taken. A little survey on loyal and regular guests by company comments card also help me to understand the scenario of it.

Secondary Source: 

Website of Dhaka Regency

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Company Brochure

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Daily Report

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Business Report

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Guest Satisfaction Survey Data

1.6 Limitation of the study 

Hotels maintain strict confidentiality about providing their information; therefore it was quite difficult to obtain all the necessary data...