Tourism & Hotel Industry

Lets Introduce Myself

Md.Mahafuzul IslamID: 1502071025

Dept. of Tourism and Hotel ManagementIBAIS University

Welcome speech

Special Thanks To My Honorable Supervisor

Mohammad Badroddoza Talukder

Assistant ProfessorDepartment of Tourism & Hotel Management

Faculty of Humanities and Law

IBAIS UniversityDhaka, Bangladesh.

My Topic

Internship Report on Operations Specially Front Office Operation of Hotel Silver Shine, Cox’s Bazar

Thank You for being

with me

Objective of my Internship Report

• To complete the BTHM degree from IBAIS University• To enhance the good image of IBAIS university to the large number of

tourism & hotel professionals and to the students also.• To know about operational activities of Hotel Silver Shine, Cox’s Bazar.• To explore the possibility of changing operational activities of

Hospitality Industry in Bangladesh.• To improve the overall service in Hotel industry in Bangladesh.• For developing sustainability, capacity planning & strategic planning in

Hotel Management sector.• For making strong communication skill & to provide excellent service

to guests.• For serving the Tourism & Hospitality students.

Methodology of my internship Report

There are two ways collecting data for my internship report:

Primary Secondary

Chapter PlanMy Internship Report are divided into two part:

Letter Page

• LETTER OF TRANSMITTAL• CERTIFICATE OF THE SUPERVISOR• DECLARATION • CERTIFICATE OF INDUSTRIAL ATTACHMENT • ACKNOWLEDGEMENT• BACKGROUND OF THE STUDY• ABSTRACT• OBJECTIVES• METHODOLOGY OF THE REPORT• LIMITATION OF THE REPORT

Main Body• Tourism and Hotel Industry• Profile of Hotel Silver Shine• Major Departments of Hotel Silver Shine• Detail Operations of Front office Operation in Hotel Silver

Shine• Allied Departments of Hotel Silver Shine• Problem & Solutions of Hotel Silver Shine• SWOT Analysis of Hotel Silver Shine• Recommendations• Conclusion• Bibliography

I Completed my Internship from Hotel Silver Shine,Cox’s Bazar and I worked there for two

years...

So I would like to discuss about about Cox’s Bazar & Hotel Silver Shine (Overall Tourism &

Hospitality Industry)………

TOURISM

What is Tourism?Very Simply• Tourism is a temporary movement of people.• The activity of traveling to a place for pleasure.•The practice of traveling for recreation.

ORIf anybody or Group of people moved one place to another place & take accommodation for 24 hours with food & other activity(Entertainment/Game/Corporate Program) that is called Tourism.

Types of Tourism

• Recreational Tourism• Health and Beauty Tourism• Business Tourism• Sports Tourism• Cultural Tourism• Religious Tourism• Transit Tourism• Educational Tourism• Wild Tourism

“The most common are the recreational and educational tourism”

According to a sample Survey the tourist arrival are classified in the following categories:

A. Business 42% B. Pleasure 23% C. Official 18% D. Others 17% (3rd Bell)

Bangladesh Tourism Board (BTB) and the National Tourism Organization (NTO) has initiated efforts to prepare a Master Plan for planned development of country's

tourism sector (2014)

Cox’s Bazar @ a Glance

• Queen of natural beauty.• World’s Largest (117km.) Beach.• Saint Martin Island.• Now a Days 1000+ Hotel (1000 Hotel X 50 Room =50,000 Room

everyday). (Finding)• International & Local Chain Hotels.• Restaurants.• Cruise Tourism (Cox’s Bazar to saint Martain)• Marian Drive.• Mountain / Hill View• Others natural & manmade attraction

Cox’s Bazar @ A Glance

• Weak infrastructure.• No private zone for foreign.• Need foreign investor.• No international airport.• Need Dhaka to Cox's bazar Train service.• Still under planning. (If anybody wants to make direct

reservation from USA to Cox’s Bazar its not Possible).• Safety system & instruction is not good.• Very few professional management.• Disturbance from local people.• Large employment opportunity but limited income.

HOTEL

What IS HOTEL?

A Commercial establishment providing accommodation, meals and another service facilities.

The first hotels did not have names. Known as Inns, they were large houses where the owner would feed travelers,

and provide a place to sleep.

H For HonestyO For Obedient

T For TalentE For Effective

L For Loyal

Without Tourism Hospitality Industry Can’t Run….

No Tourism No Hospitality

If We expand our Hospitality Service we need to set more focus about Tourism Sector.

Classification of Hotel

Classification of Hotels:

• Budget: A budget hotel is one with limited amenities at a lower average price per night generally suitable for low cost travel for backpackers and young people.

• Luxury: Luxury refers to combination of facilities and style and something which one doesn’t normally experience at home

• Suite: denotes a class of luxury accommodations

• Boutique: Small but exclusive property

• Heritage: Heritage means that it is related to the history

• Ecotel: Ecotel is a new concept in hospitality that claims to work for environment protection and preservation

On the basis of the Target Market, Hotels can be classified as :

• Commercial: Located business or downtown area (Hotel Silver Shine like one of this).

• Resort• Convention: large group and association meetings and

trade shows• Airport Hotels• Economy Hotels• Residential Hotels: used to be very popular. The typical

residential hotel offers long term accommodations.• Casino Hotels: are often quite luxurious. Their main

purpose is in support of the gambling operation

Classification of Hotels:

Definition of Star Hotel1 Star *

• Rooms with shower or bath tub.• Daily room cleaning.• Rooms with color TV together

with remote control.• Table and chair.• Soap or body wash.• Reception service.• Publicly available telephone for

guests.• Extended breakfast.• Beverage offer in the hotel.• Deposit possibility.

2 Star **

• Breakfast buffet.• Reading light close the bed.• Bath shower gel.• Bath towels.• Linen shelves.• Offer of sanitary products (e.g. toothbrush, toothpaste,

shaving kit)• Credit Cards.

Definition of Star Hotel


3 Star ***• Reception opened 14 hours, phone service 24 hours from inside and outside,

(German/English/Spanish and Other Language Expert).• Three piece suite at the reception, luggage service.• Beverage offer in the room.• Internet access in the room or in the public area.• Heating facility in the bathroom, hair-dryer.• Dressing mirror, place to put the luggage/suitcase.• Sewing kit, shoe polish tools, laundry and ironing service.• Additional pillow and additional blanket on demand.• Systematic complaint management system.


4 Star ****• Reception opened 18 hours, phone

service for 24 hours from inside and outside.

• Lobby with seats and beverage service.

• Breakfast buffet or breakfast menu card via room service.

• Minibar or 24 hours beverages via room service.

• Chair/couch with side table.• Bath robe and slippers on demand.• Cosmetic products.• Internet access and internet

terminal.• „À la carte“-restaurant.


5 Star *****• Reception opened 24 hours, multilingual staff.• Doorman-service • Car parking.• Concierge, Bell boy.• Spacious reception hall with several seats and beverage service.• Personalized greeting for each guest with fresh flowers.• Minibar and food and beverage offer via room service during 24 hours.• Personal care.• Internet-PC in the room.• secure in the room.• Ironing service (return within 1 h), shoe polish service.• Etc.

Some International Chain Hotel

Biggest International Chain Hotel

Carlson - Worldwide World Class Hospitality and TravelLargest Hotel chain In the world founded in 1960 in Copenhagen.

Currently it possesses six global brands namely Radisson Blu, Radisson, Park Plaza, Park Inn by Radisson, Country Inns & Suites by Carlson and Hotel Missoni.

80, 000 people working as a helping hand and revenue reaching about 7 billion US dollars.1300 hotels and 900 restaurants


Home Inns - Slogan is : Wherever you go, you’re always at home

The Leading Economy Hotel In ChainaIt now aims to gradually expand its chain in various parts of Asia in the future.


Starwood Hotels and Resorts - Who’s taking care of you

• Founded in the Year 1980.• it has several renowned brands such as St. Regis, The Luxury

Collection, Hotel Westin, Le Méridien, Sheraton, Four Points by Sheraton etc.

• Starwood Hotels and Resorts have more than 1,71,000 associates working for them and about 1,146 hotels and resorts spreading at various locations. The total revenue of this group comes out to be around 5.62 billion US dollars.


Best Western - The World’s Largest Hotel Chain• 1946, Best Western has come up a long way

with its hotels in more than 4000 places all over the world

• This company offers 3,14,331 guest rooms and tends to make revenue of about 206 million US dollars per year.


Choice Hotels - We’ll see you there

• Earlier named Quality Courts. • The Choice Hotel International was founded

in the year 1939 in Maryland, United States• Its headquarters is at Silver Spring in

Maryland.• It has the spread of about 4000 brands –

Quality Inn, Choice Hotels, Comfort Inn, Comfort Suites, Quality Sleep Inn, etc.


• It has more than 6,200 hotels and more than 5,00,000 rooms in more than 30 countries and territories

• This company’s total revenue is nearly 642 million US dollars

• They claim to have a rich history of innovation as they were the first in the industry to introduce guarantee reservations by telephones in every room


Marriott International - Your home away from home

• This leading company has more than 3,700 hotels and resorts in about 74 countries and territories all over the world.

• It has several brands – Marriott Hotels and Resorts, JW Marriott Hotels and Resorts…………etc

• They pursue the vision of making Marriott the number one hospitality company and are working hard to achieve the Sam.


Hilton Worldwide - Discover a world of opportunity

• This hotel chain previously known as Hilton Hotels Corporation was founded by Conrad N. Hilton with a 40-room hotel in the year 1919 in Texas.

• The first hotel with the name Hilton was opened by him in the year 1925• Now it has been able to spread across 90 countries with more than 3900

hotels and 6,50,000 rooms. Its revenue is more than 7.44 billion US dollars

• This hotel chain now has respectful ten popular brands namely Waldorf Astoria, Conrad, Hilton Grand Vacations, Hilton Double Tree, Embassy Suites, Garden Inn, Hampton, Homewood Suites and Home2 Suits.


Inter-Continental Hotels Group - Great Hotels, Guest’s Love• Its first hotel was founded in Bass Brewery in 1777 by William

Bass• There is no doubt that this hotel chain has been able to place

itself at the top position since 2004 • with its acquisition of about 4600 hotels and resorts, with

more than 674,000 rooms in over 100 countries across the world.

• Its brand names include Inter Continental, Crown Plaza, Hotel Indigo, Holiday Inn, Holiday Inn Express, Stay bridge Suites, Candlewood Suites.

• Working with franchise, managers and more than 2000 hotel owners across the globe.

Profile of Hotel Silver Shine

Hotel Silver Shine @ A Glance

• Located @ Holiday more very close to domestic airport started its journey from 2000 era.

• First moderate hotel in Cox’s Bazar (Local Chain in Cox’s Bazar)

• 100+ rooms• Swimming pool• Car parking• 2 conference hall• Multi cosine restaurant• Ladies & gents beauty parlor

• Service: WIFI, Room service, welcome drinks on arrival, pick & drop from airport, fruit basket, breakfast from next day and so on....

Hotel Silver Shine @ A Glance

• Still Largest swimming pool area in Cox’s Bazar• One of the best hotel in Cox's Bazar for corporate or cultural

program (@ Swimming Pool area).

But:

• Now a days it is Very old Hotel in Cox’s Bazar.• Very far from beach.• Old building structure , small room.• Some time this hotel run by poor management.• Not lucrative front office like other s.• Customer would like to change there flavor…..so• Need more & more renovation

Some Information & Picture of Hotel Silver Shine

Cox’s Bazar

Type of Room & TariffStandard Couple Room (AC) 1920++

Standard Couple Room(Non.AC) 1480++

Deluxe Twin (AC) 2240++

Deluxe Twin (Non AC) 1800++

Deluxe Triple AC 2880++

Deluxe Triple Non AC 2220++

Executive 3600++

Deluxe Family Suite (AC) 4500++

Deluxe Family Suite (Non.AC) 3500++

Super Deluxe 3840++

Family Suit Room of Hotel Silver Shine

Services and Facilities of Hotel Silver Shine• Services and Facilities:• • Room Service (6 a.m to 2 a.m).• Multi Cuisine Restaurant (7 a.m to 1 a.m).• Private Dining Room.• All Rooms Bath Running with Hot and Cool Shower.• Satellite Connection in all Room.• IDD Call and Intercom facilities in all Room.• Lobby Lounge.• 24 Hours Front Desk & Housekeeping Services.• Conference & Meeting Facilities.• WIFI Internet facilities in Lobby area• • Roof Top Swimming Pool (9 a.m to 5 p.m). • Pool Café (9 a.m To 5 p.m). • Bar B.Q Dinner on the Roof Top side for Group. • Our Roof Top Swimming Pool Surrounding Space is a ideal venue for Corporate Function, Cultural Program Bar

B.Q Dinner, Private Patrice & many more. (450 Persons Dinning Capacity)• Business Center.• Conference Hall.•

Roof Top Restaurant Setup of Hotel Silver Shine

Night Swimming Pool View of Hotel Silver Shine

Major Departments of Hotel Silver Shine

Front office

• Front office is the first place where guests arrive and come in touch with the staff. Front office is the mirror of a hotel. The function of the front office is to directly get in touch with customers.

• The front office receives information about the customers.

• The front office can also contact with marketing and sales department when the customers have questions on it.

• Front office is related to Service Delivery System, where employees engage with consumers.

Food & Beverage Service Department.

Food & Beverage Production Department

Detail operations of Front office department of Hotel Silver Shine

Different Working Functions of Front office @ a Glance

• Reservation.• Guest Relation Officer(GRO).• Guest Protocol Services.• Guest Registration & Check In check out Process • Business Center.• Bell Desk Service.• Allocating and Types of Guest Room, Upgrade & Downgrade.• Handling Group Check-in and Check out in Front Office.• Room Moving.• Welcome KIT.• Wakeup Call.• Tour & Travel Desk Management. • Bill Settlement Procedure.• NICE Software for Front Office Operation.• Do’s and Don’ts in Front Office.• etc

Details Operation of Front office operation

Reservation Department and Responsibility: The term ‘reservation’ used in the context of a hotel, means the booking or reserving of a room (accommodation) by a guest.

• Functions of Reservation Desk:Making a Reservation: means booking of a hotel room for a guest or a group of guests for a specific number of days for a set tariff or rate. 1. This ensures that a room will be available to the guest on his arrival to the hotel. 2. The guest will arrive to use the room which has been booked by him

Details operation of Front office operationIndividual Reservation Group ReservationReservation Department - Sales DepartmentUsually one person calls to reserve for himself / herself

Usually one person reserves for the whole members of the group (Group representative, Group leader, Member of the travel agency / Tour operator…)

One reservation record for each potential guest

One reservation rerecord for the whole group

One Guest Folio for each potential guest opened as part of the pre-registration process

One Master Folio for the whole group opened as part of the pre-registration process

Higher price assigned for room Low price assigned for room

Reservations can be either guaranteed or

Non-guaranteed.

Reservations are usually on a Guaranteed basis.


Guest Relation Officer (GRO) This position focuses on customer service and builds partnerships with other departments to ensure that guests needs are attended to promptly. Supervise the Front Desk operations and ensuring that relevant policies and procedures are being followed and that the highest possible service is being delivered in a friendly and professional manner.

Details Operation of Front office operationGuest Relation Officer (GRO) Summary of Responsibilities:

• Operating from Front Desk.• Assist guests with check in and checkout, other duties.

• Give a warm welcome to guests on arrival and register them as well as issuing room keys by using the appropriate standards

• Be efficient in assisting guests throughout their stay with any requirements, handling guest feedback, provide direction and give suggestions.


Guest Relation Officer (GRO) Summary of Responsibilities:

• Handling guests mails and messages, and answering phone calls.

• Attend daily briefings and relevant departmental and interdepartmental meetings.

• Provide guidance to guest relations assistant at work.

• etc

Guest Protocol Service

Generally Airport Pick Up & Drop Service

Guest Chick In process

• Greetings With Welcome Come Drinks• Registration card• Passport Detail• Visa Details• Asking Mode of Payment. (If own : Receive Some

Advance)• Provide Hotel Information (Like: Restaurant

Service, WIFI Password, Car Service, Wake up Call)• Etc.

Check Out Process• Check the billing instructions : Need only guest signature (If Company will

Pay the bill)• If Guest will pay the bill check with all other department then prepare the

bill • Some time company of guest will pay only room rate or food...So need to

do cross check with guest folio• Then finalize the bill• Bring down the luggage from room• clearance from house keeping department• Confirm airport drop service if necessary• Settlement the bill• You are waiting for tips???? (Attitude Shouldn't like this)• Say : See you again

Business Center Department

The Business center department includes:• International & Local Call.• Tourism Package.• Provide Domestic Air Ticket.• Internet Browsing. • Computer Using.• Photocopy.• Fax. etc.

Bell Desk• Try to have a casual conversation with the guest • If the guest ask the luggage to be stored, tag

the luggage accordingly • If taxi is waiting then load the luggage to the

taxi • Etc

Handling Wake-up calls for Guests

• Guest can also give the wakeup call request directly to the front office staff at the reception or calling from the room.

• Greet the guest as per the time.• Take down the below details on to the wake-

up call log book / wakeup call register

Room Moving Procedure

There is different reason for moving the room:• A/C not working.• If room is not allocated properly.• Water leakage in bathroom.• Guest wanted to stay on a higher category

room.• Etc

Tour & Travel desk Management

• Arrange tour package for the guest• Bring tour guide for guest• Transport service• Provide tourism information • Etc

Software operation

Software is very necessary for successful & smooth operation

Few International Software name Is:

Front desk Anywhere. Hotello. True Hotel Management. Opera Mini. HTI (Hospitality Technology International). Smart Hotel Software. Etc.

Bangladeshi Software : NICE ICS Etc

Do’s and Don’ts in

Front office

Do’s and Don’ts in Front Office

• Establish Eye contact while speaking to guest.• Greet everybody you meet and see, with a smile.• When guest ask for direction always guide the way.• Never tell a guest that you are tired, working long hours

or want go home.• Maintain your work area -keep it clean.• Pick up any garbage.• Do a follow up on anything you do for a guest by

contacting them personally.• Listen to guest complaints / requests carefully if

required pen down the details but never contradict or interrupt.

Do’s and Don’ts in Front Office

• Never discriminate against any people, regardless of nationality, race, religion, color, sex or appearance, give equal treatment for all.

• Do NOT insult the guest.• Do NOT make promises that exceed your authority.• Don't argue with the guest.• Always stay calm.• Don't promise the impossible, instead offer

alternate choice.

Allied Departments of Hotel Silver Shine

Allied Departments of Hotel Silver Shine

Security Department

Value of Hotel Silver Shine

• Multi cuisine restaurant, conference hall, car parking space, covered by internet.

• Tour & Travel desk.• International Standard management.• Good uniform Service.• Skilled man power.• Hotel Silver Shine offers international standard complimentary service.• Located very close to domestic airport.• Walking distance from beach. • Close to local market.

Brand Value of Hotel Silver Shine

Brand Value of Hotel Silver Shine

• Everything can be branded but local attraction of Cox's Bazar plays a significant role to build and create strong brand image for Tourism & Hospitality industry.

• Himchari National Park• Ramu• Safari Park• Inani Beach• Marine Drive• Teknaf • Saint Martian Island

Service & Amenities of Standard Hotel

Some Service & Amenities of Standard Hotel

• Welcome drinks on arrival.• Multi-lingual staff.• Quick registration & check in & check out service.• Security escort available.• Doorman/bellman.• Wake up service.• Tour desk.• Lockers.• Doctor on call.• Wardrobe storage.• Luggage storage.• Currency exchange.• Babysitting (by arrangement).• Disabled Access.• Continental breakfast from next day.• Fruit basket on room.• 24 hours food service.

Some Service & Amenities in Standard Hotel

• Airport pick& drop.• Butler Service. • Morning newspaper delivered to your room.• Coffee and tea available 24 hours a day in the

Sitting Room.• Overnight shoeshine service.• Complete concierge services.• Wireless internet access.• Dry cleaning and laundry services.• 24 hours Member Service Desk/Concierge.

Some Service & Amenities in Standard Hotel

• Restricted entry for greater security.• Chilled, purified bottled water.• Coffee/Tea.• Fitness Room.• Self-serve laundry facilities.• Exercise equipment delivered to room.• Containing most extra amenities a business

traveler may require.• Etc.

Service???

WE Think................

Customer is The King

No

Owner is The King

What IS HACCP

Hazard Analysis Critical control Point

Believe it or not this food safety program was developed as part of the American space program. When America first committed to putting a person into space they realized that food would be very important and that it would be much better to control the way in which food was prepared and stored than to have to test every piece of food prior to consumption. NASA developed the HACCP program along the lines of its engineering management program

The HACCP System involves seven (7) principles

• Principle 1: Analyze the Hazards• Principle 2: Determine the Critical Control Points• Principle 3: Establish limits for each Critical Control

Point• Principle 4: Establish critical control point monitoring

requirements• Principle 5: Establish corrective actions• Principle 6: Establish procedures for ensuring the

HACCP system is working as intended• Principle 7: Establish record keeping procedures

Some Local Hotel in Bangladesh

Local Hotel In Bangladesh

– Ascott the Residence (Dhaka—Baridhara & Gulshan)

– Platinum Suite (Dhaka—Banani & Uttara)– Hotel Seagull (Cox’s bazaar & Dhaka)– Long Beach Hotel & Resort (Cox’s Bazaar &

Dhaka)– Hotel Silver Shine (Cox’s Bazaar & Teknaf)– Prashad Paradise (Cox’s Bazaar & Saint martin)– Hotel The Cox Today (Cox’s Bazaar & Dhaka) etc.

Local Hotel In Bangladesh– Dhaka Regency Hotel & Resort.– Hotel Purbani International Ltd.– Hotel Razmoni Ishakha.– Lake Shore Hotel & Apartments.– Six Seasons Hotel. – Hotel 71.– Orchard Suite.– Royal Park Residence Hotel– Bengal Inn.– Hotel Sarina Dhaka.– Orchard Plaza Hotel.– Hotel Lake Castle Ltd.– Hotel Washington.– Grand Prince Hotel.– Hotel Sweet Dream.– Hotel Swiss Park Ltd. etc

Local Hotel In BangladeshSome Hotel in Cox’s Bazaar

– Ocean Paradise Hotel & Resort.

– The Cox Today.– Long Beach Hotel &

Resort.– Hotel Seagull.– Prasad Paradise.– Hotel Silver Shine.– Sea Palace.– Sea Crown.– Mermaid Hotel &

Resort.– Sea pearl Hotel &

Resort. Etc

Local Hotel In Bangladesh

• Some Hotel in Chittagong

– Hotel Agrabad– Meridian Hotel– The Peninsula Chittagong– Hotel Lord's Inn (Pvt.) Ltd– Royal Park Residential

Hotel. Etc

• Some Hotel in Sylhet– Du Sai Resort and Spa.– Grand Sultan Hotel and

Resort– Nazimgarh Hotel.– The palace hotel and

resort.– Hotel Metro International.– Hotel Star Pacific.– Hotel Valley Garden. Etc

Different Types of Employment Opportunities of Tourism and

Hospitality Industry

Different Types of Employment Opportunities of Tourism and Hospitality Industry

• Employment Opportunities:– Travel Reservations Agent.– Tour Operator.– Corporate Travel

Specialist/Consultant.– Flight Attendant.– Ground Steward.– Front Desk Manager.– Airport Representative.– Passenger Service Agent.– Ticketing Agent.– Reservation Officer.– Tourism Business Analyst.


• Hotel and Restaurant Administration (HRA) Employment Opportunities:– Assistant General

Manager.– General Manager.– Front Desk Operator.– Human Resource

Assistant.– Hotel Sales Coordinator

– Restaurant Server.– Banquet Chef.– Banquets Sous Chef.– Cocktail Server.– Restaurant Manager.– Catering and Convention

Manager.


• Culinary Arts and Kitchen Operations (CAKO): Employment Opportunities:– Executive Chef– Pastry Chef– Pantry Chef– Butcher– Chefs De Partie– Chefs De Salle– Chef D’Etage– Chef De Rang


• Cruise Line Operations in Hotel Services (CLOHS) Employment Opportunities– Hotel Director– Service Director– Cruise Director– Housekeeping Manager– Cabin Steward/Stewardess– Guest Relation Manager– Casino Operations Staff

Benefits From Tourism & Hospitality Industry

• Economic benefits

• Social benefits

• Environmental benefits

Problem I observed in Hotel Silver Shine & Solutions

Problem Solution

Beach is very far Management trying to promote this beach by arranging different types of

programEgad hotel, old structure, old furniture Renovation , Renovation, Renovation

Weak sales and marketing Staff Hiring new team

Staff steals when cleaning the room Training & Motivation

Furniture is in wrong location Rearrange

Swimming pool area not organized Modernize the swimming pool area for individual, couple and group guest

Not many outlet Introduce New Outlets

Very cheap room rate Upgrade the room & Increase the rate

Local People Managed Them

SWOT ANALYSIS OF HOTEL SILVER SHINE

SWOT Analysis of Hotel Silver Shine

S for Strength

• Location is convenient.• Established new outlet’s that bring 25% revenue.• Good uniform service with minimum room rate.• Local market is close to of this hotel.• Still largest swimming pool area.• Close to new cricket stadium • Standard Salon & parlor.• Multi cuisine restaurant.• Close to domestic airport.• Mini conference hall.• Conference hall.• Tour & Travel desk.• Car Parking space.• Large lobby area.• Free Internet.


W for Weakness

• Accommodation and service is not equivalent to international standard.• Too many local people are engaged in service.• Too many hotel & guest house in Cox’s Bazar.• Conference hall capacity 150pax (maximum).• Weak engineering and maintains department.• All employees are not educated.• Not central air-condition service.• Lack of skilled manpower.• Unplanned hotel structure.• Over competitive market.• Limited service offered.• Beach is not close.• Older structure.• Tiny room.


O for Opportunity• Enough space and equities to expand in the future.


T for Threat

• Lose business and customer loyalty over subject lack of innovation.• Lose of business transaction due to lack of investments.• New Hotels that are increasingly gaining recognition.• Room is available but tourist not available. In Cox’s Bazaar there are

minimum 30,000 hotel rooms vacant in every day• The services currently offered by the hotels in Bangladesh are

limited value added services. It is not comparable to the existing world standards.

• Unplanned Hotel structure.• Still government not takes the necessary action for developing this

industry.• Accommodation and service is not equivalent to international

standard.• Political issue & local people.

Recommendation for Hotel Silver Shine Cox’s Bazar

• Need more renovation.• Need to upgrade the room.• Require more training.• Need to renovate the front office department.• Need to execute human resource department.• Add some valuable service.• Bring strong sales team for more corporate

business.

Recommendations for Tourism & Hospitality Industry Development in Coxs’Bazar, Bangladesh

• TV & Internet advertisement (still its not satisfactory Level).• Promote the hotel management subject to the student. • Need focus on long term sustainable tourism development.• Provide Training to hotelier. • Focus planning and promotion on the vital link between

Tourism and the natural environment• Infrastructure Development.• Uninterrupted Electricity. • Offer privet zone for foreigner.• International airport is required.

Recommendations for Tourism & Hospitality Industry Development in Coxs’Bazar, Bangladesh

• Foreign Investor for 20/50/100 years.• Need To develop the tourism product.• Target and motivated the entrepreneur .• Improve the quality of tourism• Avoid Political crises (By: Government).• Develop new transportation link labor & economy.• Enhance & expand winter recreation to increase

economic opportunity.• Develop community and regional tourism research and

Planning.

Key Task of Professional Hotel Manager As a manager everybody shouldering more & more responsibilities:

The Hotel Manager Managing Himself by:

• Create a new leadership vision• Take ownership• Take responsibility• Increase desire to learn• Be open to criticism• Listen better• Schedule regular meeting with himself• managing energy• Increase productivity• Find extra time• Achieve Short term goal• etc.

Key Task of Professional Hotel Manager

A manager How to Manage His Team:

• Become an inspirational leader• Give your people what they need• Support your people• lead your employee fail• Manage your smartest people• Don't forget to manage• Give the right direction• Create simple strategic plan• Etc.

Hotel Silver Shine is first moderate & local chain hotel in Cox’s Bazar, At the time of renovation I joined this hotel as a trainee executive and I got a lot of opportunity to learn how to work for renovation and what is the service and operation procedure after renovation work. I believe that I obtained a lot of things and gathered some extra knowledge when I work for this thesis. I tried to put some practical knowledge in this thesis based on Hotel Silver Shine renovation work. I believe that it’s a big experience to work under renovation hotel and as a Hotel Management Student my opinion is : if anybody got any opportunity to work under renovation or newly opened hotel I think he or she should cordially accept this offer.

Bibliography Book

• Lonely Planet (International Guide Book for Tourist)• Hotel Front Office Management By James A. Bardi• Introduction to management in the Hospitality Industry By Clayton W. Barrows, Tom Powers, Dennis • The Daily Star News: 22 March 2012 (Hospitality: planning for the future & Build human resource • Web Address:

• Hotel SOP (Standard Operation Procedure). http://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels.html

• Report From Bangladesh Parjatan Corporation Web.• http://www.lonelyplanet.com/bangladesh/chittagong-division/coxs-bazar/hotels/hotel-silver-shine• http://www.besthospitalitydegrees.com/faq/what-exactly-is-the-hospitality-industry/• https://scholar.google.com/scholar?hl=en&as_sdt=0,5&as_vis=1&q=Definition+

%26+Evaluation+and+Historical+Development+of+Tourism• http://setupmyhotel.com/about-hotel-industry/classification-of-hotels-by-there-type.html• http://www.expedia.com/Hotel-Star-Rating-Information• http://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/front-office-sop.html• http://tourismboard.gov.bd/publications/statistics/•

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