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Nepal, officially the Federal Democratic Republic of Nepal, is a landlocked sovereign state located in South Asia. With an area of 147,181 square kilometers (56,827 sq mi) and a population of approximately 27 million, Nepal is the world's 93rd largest country by land mass and the 41st most populous country. It is located in the Himalayas and bordered to the north by the People's Republic of China, and to the south, east, and west by the Republic of India. Nepal is separated from Bangladesh by the narrow Indian Siliguri corridor. Kathmandu is the nation's capital and largest metropolis. The mountainous north of Nepal has eight of the world's ten tallest mountains, including the highest point on Earth, Mount Everest. It contains more than 240 peaks over 20,000 ft (6,096 m) above sea level. Hinduism is practiced by about 81.3% of Nepalis, making it the country with the highest percentage of Hindus, Buddhism is practiced by 9%, Islam by 4.4%, Kirat 3.1%, Christianity 1.4%, and animism 0.4%. A monarchy throughout most of its history, Nepal was ruled by the Shah dynasty of kings from 1768,when Prithvi Narayan Shah unified its many small kingdoms, until 2008; a decade-long Civil War involving the Communist Party of Nepal (Maoist) and several weeks of mass protests by all major political parties led to the 12-point agreement of November 22, 2005. The ensuing elections for the constituent assembly on 28 May 2008 overwhelmingly favored the abolition of the monarchy and the establishment of a federal multiparty representative democratic republic.

History of Hotel Industry in Nepal History of Hotel Industry in Nepal has turned into positive aspect after the peace process taken action in 2008. House operated technically and in an estimated location. The Nepal hotel industries are perhaps one of the oldest commercial endeavors in the world. The earlier Inn where ventured by husband and wife team, who provided large hall for travelers to make their own bed and sleep on the floor. They also provide some food and also some beverage like wine, ale and stabling facilities. The entire cooking service and recreation was provided by the husband and wife team and by their family. This condition prevailed for several hundred years. After the industrial revolution and the development of railways, steamship made traveling more provident. The industrial revolution changed travel from social travel to business travel. There was a need to clean and quick service. The lead in Hotel was taken by Europe especially Switzerland. The real growth of modern hotel took place in the U.S.A beginning with opening of “City Hotel” in New York in 1794. The real boom in Nepal Hotel industry comes in 20th centuary International chain operation provide modern technology that individual owner merged themselves to large international chain such as Sheeraton, Hyatt, Holiday Inn, Ramida Inn, Hilton, etc.

The first hotel opened in Nepal was “Nepal Hotel” in Patan Jawalakhel in 1151 to 1952 this hotel was opened and closed in one fiscal year. Mr. Boris Lisanevich Russian nationality arrived in Nepal with his Denish wife Inger in 1951 and established “Royal Hotel” in “Seto Durbar” or “Dip Bahadur Bhawan” in Kathmandu. In 1952 “Parash Hotel” and in 1954 “Snow View Hotel” was opened. In 1956 hotel “Coronation” was opened in Bagbazar was first purposely built hotel in Nepal.

Possibilities of Hospitality Industry in Nepal Nepal is a rich country in natural resources, cultural diversity and tradition. There is a geographical diversity in Nepal. Nepal is a country of Mount Everest, birth place of Lord Gautam Buddha, country of diverse culture, tradition, garden of different castes and religion. Every year thousands of tourists come to visit Nepal and enjoy the real life. Tourism board of Nepal is also conscious about this matter. They are also organizing different program to attract tourist. Recently they organized Tourism Year 2011 and it was successful. Much hotel industry has come to Nepal to provide home away from home environment to the guest. Now there are many hotels, resorts, Guest house, and lodge to provide facilities and services to the tourist. The number of tourists is increasing day by day.

Hotels in Nepal: Hotels in Kathmandu

Nowadays, there are so many star rating hotels opened in Nepal. Here are some of the major hotels according to the places:
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Dwarika Hotel, Batisputali Hotel Vajra Kathmandu Le Meridien Kathmandu, Gokarna The Malla Hotel, Thamel Hotel Shangrila, Lazimpat The Everest Hotel, New Baneshwor Hotel Yak And Yeti Kathmandu, Durbarmarg Annapurna Hotel Kathmandu, Durbarmarg Hyatt Regency, Boudha Radisson Hotel, Lazimpat Hotel Soaltee Kathmandu (Soaltee Crowne Plaza), Tahachal Hotel Woodlands Dynasty Plaza, Durbar Marg Hotel Himalaya, Kupondole, Lalitpur The Bluestar Hotel, Thapathali

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Durbar Hotel, Durbar Marg Hotel Vaishali, Thamel Grand Hotel Kathmandu, Tahachal Ambassador Hotel Kathmandu Hotel Shanker Kathmandu, Lazimpat Hotel Sherpa, Durbarmarg Hotel Royal Singi Kathmandu Samsara Resort, Thamel Hotel Tibet Kathmandu Guest House, Thamel Hotel Gangjong Marco Polo Business Hotel Hotel Center Point Hotel Mountain Hotel Marshyangdi Summit Hotel Hotel Manang Hotel Harati Katmandu Hotel Manaslu Kathmandu Hotel Moonlight Kathmandu

Tourist Activities in Nepal                 

Mountaineering Trekking Rock Climbing Rafting / Kayaking / Canoeing Jungle safari Hunting Bird Watching Paragliding / Ultralight / Cable Car Mountain Flights Mountain Biking Bungee Jumping / Canyoning Boating / Fishing / Angling Horse Riding / Pony Trek Golf Pilgrimage City Tours Nightlife / Clubbing

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Dining Shopping Events / Festivals MICE (Meeting, Incentive, Conference, Exhibition) Special Interest

Some Famous Tourist Destinations in Nepal
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Kathmandu Valley Pokhara Chitwan Lumbini Janakpur Everest Region Annapurna Region Langtang Region National Parks Hill Stations Pilgrimage Sites


From the first Bass brewery in 1777 to today‟s hotel company with more guest rooms than any other, IHG‟s history is one of pioneering people and new ideas 1777 William Bass sets up a brewery in Burton-on-Trent. The Bass business thrives, developing into one of the UK's leading brewers. 1876 The Bass red triangle becomes the first trademark to be registered in the UK.

Figure 1: Bass red triangle logo

1960’S Bass acquires a number of well-known regional brewing companies including Mitchells & Butlers in the Midlands (1961), before merging with Charringtons in London in 1967. These acquisitions make Bass one of the largest brewers and pub owners in the UK. 1988 Bass makes its first significant international move into the hotel industry, buying Holiday Inns International. 1989 The Beer Orders legislation is passed. This limits the number of tied pubs that major brewers can own and signals a major industry restructuring. Bass reduces the number of pubs that it owns dramatically and focuses on larger outlets. At the same time, it directs cash flow into developing an international hotel business. 1990 Bass buys the North American Holiday Inn business and Holiday Inn grows internationally. 1991 Bass launches Holiday Inn Express, a complementary brand in the limited service segment. 1994 Bass launches Crowne Plaza, a move into the upscale hotel market.

Bass's pubs business continues to grow. The business has also become increasingly branded. Bass opens the first O'Neill‟s public house in 1994 and acquires the restaurant chain Harvester in September 1995.


The Harvester acquisition, the development of the All Bar One brand in 1994 and the acquisition of the Browns restaurant chain marks a significant commitment to the growing eating out market in the UK. 1996 Bass's attempt to acquire half of the Carlsberg-Tetley brewing business in the UK is blocked by the UK government. Bass renews its focus on its hotels and pubs divisions. Over the next few years, it sells smaller, non-core businesses such as Gala bingo and Coral bookmakers, along with some of its pubs, including the leased pub business. 1997 As the hotel business becomes more purely brand focused, Bass sells its North American midscale hotel buildings, but keeps control of the branding of the hotels through franchise agreements. Bass creates and launches a new hotel brand, Staybridge Suites by Holiday Inn. It's an entry into the profitable North American upscale extended stay market. Staybridge Suites becomes the fastest brand in this segment to reach 50 units in the Americas. 1998 Bass acquires the InterContinental hotel company, adding an upper upscale brand to its hotel portfolio. It's an acquisition that brings considerable synergies and cost savings. 1999 The group strengthens its pub division in the UK by cherry picking 550 highpotential sites from Punch Taverns, who had acquired the 3,500 strong pub estate of Allied Domecq. 2000 By acquiring Southern Pacific Hotels Corporation (SPHC) in Australia, Bass confirms its position as the leading hotel company in Asia Pacific. It also acquires Bristol Hotels & Resorts Inc., a US-based hotel management company comprising 112 hotels operating mainly under leases. This gives the group a stronger management contract presence in the world's largest hotel market. 2000 The group sells Bass Brewers to a major Belgian brewer for £2.3 billion. This marks the final step in refocusing the group from a domestic brewing operation to a leading international hospitality retailer – a process that has taken over ten years to complete. It also involves the sale of the Bass name and a change of name to Six Continents PLC – a name that better reflects the global spread of the group's businesses. 2001 In February, Six Continents sells 988 smaller, unbranded pubs for £625 million.


In April, it acquires the European Posthouse chain of hotels for £810 million. The chain has hotels in strategic locations that are suitable for conversion to Holiday Inn, consolidating the Holiday Inn brand in the UK and Europe. The group buys the InterContinental Hong Kong for £241 million, strengthening its position in the upscale hotel market in the key Chinese and Asia Pacific markets.

2002 On 1 October, Six Continents PLC announces the proposed separation of the group‟s hotels and soft drinks businesses (to be called InterContinental Hotels Group PLC) from the retail business (to be called Mitchells & Butlers plc), and the return of £700 million of capital to shareholders. This process is completed on 15 April 2003. InterContinental Hotels Group PLC (IHG) is now a distinct, discrete company, listed in the UK and the US stock markets. 2003 In July, IHG sells 16 Staybridge Suites hotels to Hospitality Properties Trust (HPT) and enters into a 20-year management agreement. In December, IHG adds the midscale extended-stay brand Candlewood Suites to its portfolio. 2004 In April, IHG announces the introduction of a new brand, Hotel Indigo, focused on providing affordable boutique accommodation. In the same month, the group adopts new standards for selling or re-selling hotel rooms for guest stays through online travel companies. 2005 Following the success of the extended-stay Staybridge Suites brand in North America, IHG launches Staybridge Suites UK in April 2005. IHG announces the disposal of 100% of its holding in Britvic plc. IHG is now a company with a pure hotels focus. 2006 IHG signs an operating joint venture with All Nippon Airways (ANA). The resulting joint venture – IHG ANA Hotels Group Japan – will be the largest international hotel operator in Japan, the world‟s second largest hotel market. The deal sees the introduction of three new brands created for Japan: ANA-InterContinental, ANA-Crowne Plaza and ANA-Holiday Inn. 2007 IHG announces a worldwide relaunch of the Holiday Inn brand family, comprising Holiday Inn, Express by Holiday Inn and Holiday Inn Express. The relaunch programme will give Holiday Inn a refreshed and contemporary brand image. All Holiday Inn hotels open or under development are expected to have implemented the relaunch programme by the end of 2010, with the first due to open in mid 2008 in the US

How Business Works We operate hotels in three different ways – as a franchisor, a manager and on an owned and leased basis. Our business model focuses on managing and franchising hotels, whilst our business partners own the bricks and mortar. We have approximately 2,000 business partners – hotel owners – throughout the world. Franchising This is the largest part of our business: over 3,700 hotels operate under franchise agreements. Managing We manage 622 hotels worldwide. Owning We own 17 hotels worldwide (less than 1% of our portfolio). Our hotel development pipeline IHG‟s strategy is focused on increasing the number of franchised and managed hotels we have. Our hotel development pipeline is the industry‟s largest, and is at more than 1,400 hotels (over 210,000 rooms). IHG Brands Our seven hotel brands include some of the best-known and most popular in the world. We've built up a portfolio that covers everything from luxurious upscale hotels in the world's major cities and resorts to reliable family-oriented hotels that offer great service and value. InterContinental Hotels & Resorts is our most prestigious hotel brand, located in major cities in over 60 countries worldwide, offering business and leisure travelers the highest level of service and facilities. 56,121 rooms, 166 hotels, 63 hotels in the pipeline A dynamic hotel brand located in nearly 60 countries around the world, truly international, Crowne Plaza offers premium accommodation, designed for the discerning business and leisure traveler who appreciates simplified elegance. 100,994 rooms, 366 hotels, 129 hotels in the pipeline A new innovative brand designed for the style-conscious traveler looking for the individual approach and facilities of a boutique hotel. Our hotels are located in urban, mid-town and suburban areas, close to businesses, restaurants and entertainment venues throughout America. 4,030 rooms, 33 hotels, 53 hotels in the pipeline

Holiday Inn offers today‟s business and leisure travelers dependability, friendly service, modern facilities and excellent value. You‟ll find them throughout the world – in small towns and major cities, along quiet roadways and near bustling airports. 240,568 rooms, 1,319 hotels, 338 hotels in the pipeline A fresh, clean, uncomplicated hotel choice offering comfort, convenience and good value. Holiday Inn Express (or Express by Holiday Inn) is one of the fastest growing hotel brands in its segment.188,007 rooms, 2,069 hotels, 563 hotels in the pipeline. Staybridge Suites is an all-suite hotel brand for extended-stay guests looking for a residential-style hotel for business, relocation or leisure. 19,885 rooms, 182 hotels, 123 hotels in the pipeline Candlewood Suites' high-quality accommodation caters to mid-market business and leisure travellers looking for a multiple night hotel stay. 25,283 rooms, 254 hotels, 169 hotels in the pipeline Overview IHG is an international hotel company whose goal is to create Great Hotels Guests Love. We have more guest rooms than any other hotel company in the world – that's more than 645,000 rooms in over 4,400 hotels across over 100 countries. Our guests make over 130 million stays in IHG hotels every year. Our goal: We want to grow by making our brands the first choice for guests and hotel owners. Our target: In 2005 we committed to increase the number of rooms we have by 50,000 to 60,000 on a net and organic basis. The top end of this target was exceeded in June 2008 – 6 months ahead of schedule. By the end of 2008, we had reached 82,000 net rooms. This was achieved through organic growth – meaning through new rooms under our existing brands and not through acquisition. Most of the rooms that leave our system do so at our instigation as we raise the quality of our hotels across all of our brands. Our strategy: Our strategy is to build the hotel industry‟s strongest operating system focused on the biggest markets and segments where scale really counts. Our operating system IHG‟s operating system is made up of all the things we do to drive demand for our brands. This includes our advertising and marketing campaigns, our 10 global call centers, 13 local language websites, an 8,000-strong sales force, Priority Club Rewards – the world‟s largest


hotel loyalty scheme which has 48 million members – and all the advantages that IHG‟s global hotel distribution and scale brings to brand awareness. Strategic priorities             Improving the performance of our brands Using our insight to make our brands the first choice for guests Delivering consistent customer experiences Generating excellent returns from our hotels Improving hotel revenue by encouraging guest visits Improving the efficiency of our hotels and operating processes Putting our market scale and knowledge to good use Using our worldwide scale and experience to convert more hotels to our brands Making the most of our global presence – guests choose brands they know when they travel Strengthening our organization Investing in our people and our ability to do business Building strong partnerships within our own company and with our owners across the world


What are Winning Ways? IHG‟s Winning Ways are how we behave every day – a set of behaviors based on our values that are helping us to become one of the very best companies in the world. They reflect the values that are important to us and were developed through research with our employees across the world into how they behave at work every day – and how they want the people they work with to behave. Our Winning Ways provide a strong sense of shared purpose, and are critical to driving our business performance forward, as well as making us a great, enjoyable place to work. They make us a high-performing organization that helps deliver our company‟s core purpose – „Great Hotels Guests Love‟. The heart of our company has always been our people. It is our people who bring our brands to life for our guests. Do the right thing We always do what we believe is right and have the courage and conviction to put it into practice, even when it might be easier not to. We are honest and straightforward and see our decisions through. We keep our promises and we don‟t let people down We seek out the facts and trust our judgment We take responsibility and take decisions even when they‟re difficult Show we care We want to be the company that understands people‟s needs better than anyone else in our industry. This means being sensitive to others, noticing the things that matter and taking responsibility for getting things right. We treat people as individuals We look and listen for the little things that make a difference We use our experience to find new ways to deliver great service Aim higher We aim to be acknowledged leaders in our industry, so we have built a team of talented people who have a real will to win. We strive for success and value individuals who are always looking for a better way to do things. We put our hearts into learning new things We challenge and encourage ourselves and each other We always look for ways to improve

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Celebrate difference We believe that it‟s the knowledge of our people that really brings our brands to life. While other companies may want to impose a rigid, uniform view of the world, we do not. Our global strength comes from celebrating local differences whilst understanding that some things should be kept the same. We welcome different perspectives and listen to everyone‟s ideas We are respectful of all cultures and look to learn from others We play an active role in the communities in which we operate Work better together When we work together we are stronger. We‟re at our best when we collaborate to form a powerful, winning team. We listen to each other and combine our expertise to create a strong, focused and trusted group of people. We work hard to develop excellent working relationships with colleagues We think about what we do and how it might affect others We trust and support each other

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Soaltee Crowne Plaza is the leading 5 star deluxe hotel nestled in the Himalayas of Nepal offering a resort atmosphere and is ideal for both business and leisure travel. Spread over 12 acres of lush green lawns, the hotel is located in the quite green suburbs of the city with fabulous views of the mountain ranges Experience the natural beauty of Nepal and strive for business success at the pioneering 5star hotel. The preferred hotel for heads of states visiting Kathmandu,12 acres of landscaped grounds echo the mountainous beauty of the Kathmandu Valley, with vibrant gardens surrounding open veranda. One can stroll the grounds in peace and absorb the mountain view that surrounds hotel, then drop into Rodi Bar for a celebratory drink. Hotel is in peaceful Tahachal, 4km from the palaces and temples of Durbar Square in the city centre, 6km from Pashupatinath Temple and 3km to Swayambhunath Stupa shrine. Tribhuvan International Airport is 8km away. One can host stylish banquets, conventions and conferences in one of 7 elegant meeting rooms with space for 20-1,200 people. Gaze up at the mountains while floating in the pool or wind down with one rejuvenating therapies. You'll find Italian food at Al Fresco, Chinese at China Garden and Awadhi cuisine at speciality Indian restaurant, Kakori. Hotel‟s Concierge arrange hiking trips into the mountains and villages of Kathmandu Valley that will open up Himalayan panoramas or give an insight into Nepali culture. When you return from your inspiring adventure, sink into your bedroom's inviting luxury sheets With 282 well appointed rooms ranging from deluxe, club to suites the hotel proudly holds ground to its set of 7 Regal suites each with unique décor, these suites have proudly housed hundreds of foreign dignitaries including Queen Elizabeth, president Jimmy carter, first lady Hilary Clinton, Kofi Anan, Prince Charles. And many other prime ministers, presidents and heads of fortune 500 companies. Soaltee Crowne Plaza Kathmandu is considered a legendary landmark within the Kathmandu cityscape and is also the premier hotel of the Kingdom.


Brief Information about the Hotel

Hotel Soaltee Crowne Plaza Tahachal, Kathmandu, Nepal 009-771-427399 009-771-4272205 Soaltee Crowne Plaza Kathmandu is located in the suburbs of the Tahachal just ten minutes away from the city centre and fifteen minutes away from the airport.

Location Telephone No. Fax No. E-mail address Quick description

Establishment year Total no. of floors Category Rating Distance from airport Seasons Peak season Accepted Credit cards Plot Area

1965 A.D. 05 including ground floor First Class 5 star hotel 08 kilometers Summer, winter, Monsoon, spring October to March American express, Visa, Master card, Diner card (for Indians) 10.5 acres

Table 1: Brief Information about the Hotel

Check In / Check Out   Check-In Time: 2:00 PM Check-Out Time: 11:00 AM

Hotel Rooms    Hotel renovated in 2009 5 Floor(s) 282 Guest Room(s)

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16 Suite(s) 107 Single-Bedded Room(s) 126 Double-Bedded Room(s) 80 Non-Smoking Room(s) Storage Executive Suites Executive Floors

Languages Spoken by Hotel Staff Chinese, English, French, Hindi, Italian, Japanese, Punjabi, Spanish Credit Cards Accepted
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Diners Club Visa American Express JCB Master Card

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Parking Available / 600 Spaces Complimentary Registered Guest Parking Car Parking Available Parking Area Equipped with Lights

Pets Policy

No pets are allowed

Restaurants Garden Terrace - The Happening Café (160 cover) Location: In Hotel - Lobby Serves: Breakfast (0630 – 1030hrs) Lunch (1230 – 1445 hrs) | Snacks (1500 – 1900 hrs) | Dinner (1900 – 2245 hrs) Open for all meals and light snacks. Enjoy an extensive international buffet every morning.

Serving Continental, Oriental and Indian style meals throughout the day including light snacks. Al Fresco - The Taste of Italy (72 cover) Location: In Hotel - By poolside Serves: Lunch (1230 – 1445 hrs) | Dinner (1900 – 2245 hrs) The Italian restaurant serves authentic Italian cuisines in an elegant ambience for both lunch and dinner. Snacks and Pizzas are available throughout. Kakori - Cuisine Exquisite (84 cover) Location: In Hotel - By Poolside Serves: Dinner (1900 – 2245) hrs A restaurant of neo-traditional concept serving Awadhi (Indian) delights for dinner everyday China Garden - Chinese cuisine with a Twist! (92 cover) Location: In Hotel - Lobby Serves: Lunch (1230 – 1445 hrs) | Dinner (1900 – 2245 hrs) For an unique experience of Chinese cuisine with a twist.

Soaltee Amenities/ Facilities/ Special Features Business Services Business Center Business Center Staffed Between 7:00 AM and 10:00 PM Copying Courier Service E-mail & Internet Executive Floors Executive Suites Facsimile PC available


Printer Technical Concierge Wireless Data Connection Secretarial Services Alternative for business services Business center located at the lobby level offers guests a wide selection of newspapers and business periodicals and the use of computers, along with high speed Internet access. Duty Managers are available 24hrs to meet all your service needs. Health and Fitness Center (On-site) Guests staying at Soaltee Crowne Plaza can enjoy complimentary access to Fitness Center, which is fully equipped with the latest state-of-the-art cardio vascular, sports equipment and on site trained instructors. Health/Fitness Center On-Site Year Last Renovation Of Equipment:2009 Fitness Center Type: EXTENSIVE Standard Internet Service Standard Internet service is free for all Elite IHG® Rewards Club members Wireless Internet available in Standard Rooms, Executive Rooms, Business Center, Public Areas Standard Room Wireless Fee for Non-Elite IHG® Rewards Club Members: $ 14.00 USD Wired Internet available in Standard Rooms, Executive Room, Business Center Standard Room Wired Fee for Non-Elite IHG® Rewards Club Members: $ 14.00 USD Entertainment and Recreation Located at Himalayan wing basement, Soaltee Crowne Plaza has a separate sauna and steam bath for males and females. Open from 0600 hrs to 2100 hrs everyday. Swedish and Thai Therapies are available. Recreation & Sports Court Barbeque Grills


Outdoor Pool Housekeeping and Laundry Services Daily Housekeeping Weekly Housekeeping Dry Cleaning Pickup/Laundry Same Day Dry Cleaning Shoe Shine Travel Services
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Airline Desk(s): Available in hotel Rental Car Desk(s): Available in hotel Tour Desk(s): Available in hotel Travel Agent Desk(s): Available in hotel Foreign Currency Exchange

Swimming Pool The pool has a neoclassical decor in the surrounding area with wooden pergolas, traditional waterspouts, cascading waterfalls and an adjoining kiddie‟s pool. The pool is open throughout the day and is managed by trained lifeguards Casino Nepal Casino Nepal – Nepal‟s oldest and largest casino, managed by Nepal Recreation Centre, is situated in the premises of the hotel and offers various exciting gaming options. Opens: 24 hours a day Beauty Salon and Barber Shop The Beauty Salon and Barber Shop, adjacent to the health club, offers superb opportunities for all sorts of beauty treatments including:      Hair – styling and dyeing Facial Manicure Pedicure Henna treatment

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Concierge Excursion reservations Transport information Sports and recreation information Restaurant reservations Sightseeing information Crowne Plaza Club Lounge Location: In Hotel - Crowne Plaza Club Floor situated on the 5th Floor Crowne Plaza Club Lounge serves the Crowne Plaza Club Guests, where they can relax, dine and wine and even enjoy the happy hour. All categories of rooms feature:

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Central air conditioning Attached bathrooms Color television with satellite International direct dial telephones Internet and e-mail access Temperature control Tea/coffee making machine Minibar Hairdryers Necessary room supplies Equipment

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35mm Slide Projector Flip Chart and Markers Microphone VCR

Miscellaneous A/C Public Areas ATM/Cash Machine Concierge Services Dedicated Lounge (or 24 Hour Lounge)

Porter/Bellman Ice machine Safety Deposit Box available at Front Desk World News - Global Newspaper Service Beauty Salon Florist Gift Shop Room Configuration Chart Himalayan Wing DESCRIPTION Twin Twin Non-Smoking Queen Smoking Queen Non-Smoking Queen Floor Executive Smoking Club KEXS 0 0 0 0 33 33 OSNS OSNN 8 0 16 0 0 06 6 0 0 0 30 6 CODE FIRST SECOND THIRD FOURTH FIFTH TOTAL TDBS TDBN 27 0 16 0 0 26 26 0 0 0 69 26

Suite XSTS







Executive Suite XSTN Non-Smoking Total













Table 2: Himalayan wing room chart



Queen smoking Executive Smoking


2 0

4 0

3 1

3 1

12 2

suite XSTS

Executive Suite XSTN Non-Smoking Total











Table 3: Princep Wing room chart

Regal Suites Gosaikunda Himalayan Wing Princep Wing Total Rooms in Soaltee Crowne Plaza
Table 4: Regal suites room chart

6 1 170 106 283


Dimensions of the Rooms





Front office department is the nerve centre of any hotel which deals with guest prior to their arrival till the departure. It is said that the hotel is the wheel, of which, the front office is the hub. The first and last place for contacting guest is front office department. It is said that first impression is last impression but to make the impression long lasting last moment impression must also be effective. The department is very responsible for the sale of hotel accommodation through systematic method of reservation, followed by registration and assigning accommodation to guests. The front office department in a hotel is responsible for the sale of rooms through in Soaltee Crowne Plaza systematic method of reservation is done by sales and marketing but the proper environment should be created by front office. The front office department here is fully automated. All the essential modern equipment is there for the smooth functioning.

Hierarchy of the Front Office Department
Room Division Manager

Front Office Manager

Assistant Front Office Manager

Front Office Supervisor

Reservation Assistant

Front Office Assistant Supervisor

Information Assistant

Telephone Operator

Front Office cashier

Figure 2: Hierarchy of the Front Office Department


Front Office Sections and Functions Reservation Reservation department deals with booking and blocking of rooms for pre-arrival and arrival guest according to the nature of reservation {guaranteed and non-guaranteed}. It is the place where all request of reservation is received, processed and documented in various forms, charts and ledgers. The term reservation can be defines as an "an agreement between the customers/visitors and service providers for the service pertaining to the future". It also helps in strengthening sales and marketing strategies. In Soaltee Crowne Plaza this section is located in separate area of the front office with sufficient accessories and equipments and designed with a view to give better service to the customers/guest. Opera, Holidex is used for reservation.

Reception This section receives, registers and allocates rooms to the guests upon their arrival. The important information about the guest are gathered like name, address, nationality, passport number, purpose of visit, duration of stay, etc are recorded in the registration form.

Registration Registration is a process to record the guest name, address, nationality, etc. It is the act of recording necessary information related to guests. It is mandatory to maintain a record of hotel guest, as it the source of information to the government or the local authority on the movement of people in the country.

Information This department receives and maintains proper security of guest room key. Their main responsibility is to receives and maintain proper follow of information.


Lobby Lobby is the open area in front of reception. Lobby is an area furnished with seating arrangements and meeting place for hotels guests. The front office is located within the premises of the lobby. The lobby is one of the most important aspects of a hotel as it is the first and last areas of contact with a guest. This area is under the supervision of front office in co-ordination with bellboys. The table from where bellboys are controlled is known as Bell desk.

Travel desk The hotel may have its own travel desk to help the customers or give permission to external agencies. The desk provides all the necessary information and soapwort regarding travel go the hotel guest.

Concierge It is a moving information desk. This table is set up for special function, festival, for a special group or for events it does special duties for which it is set up.

Telephone/Operator This section handles all incoming calls and maintains a record of international calls for billing purpose.

Business Center This unit will assist customer to organize meeting or to have temporary office during his stay at the hotel. Their main focus is the business people. The facilities may include a secretary and other facilities like a photocopier internet connection with email, facsimile, scanner, overhead/slide projector, library etc


Standard Salutation for Front Office Department

Telephone Department:  Namaste  Soaltee Crowne Plaza  How may I assist you? Eg. “Namaste, Soaltee Crowne Plaza, How may I assist you?” For Internal Calls  Namaste  Front Desk (please replace according to you section)  “Your Name” speaking,  How may I assist you? (Eg. “Namaste, Operator, Anand speaking, how may I assist you?”) If the phone calls needs to be transferred:“Allow me to transfer the call” If the phone calls needs to be put on hold:“Allow me to put you on hold”

Tips for Handling Internal and External Phone calls    Always answer the phone with a smile Answer a phone call within 3 rings If the phone call is received after three rings then you must reply by saying “ Namaste, Sorry for the delay, how may I assist you”) While talking on the phone please make sure that you SMILE, TALK SLOWLY & CLEARLY


Reservation Process

1. Pick the phone within 3 rings and greet the guests according to standard salutation

2. Guest ask to make reservation

3. Ask for guest or company name then create information profile of new guest as well as check the profile of returning guest.

4. Ask for the arrival, departure, date and number of rooms.

5. Check room availability and ask room type and then confirmation rate

6. Ask for method of payment and credit card number for guarantee of the reservation

7. Ask for arrival and contact number

8. Ask for priority club reservation

9. Ask there is any special guest

10. Repeat reservation details

11. Acknowledge guest with reservation confirmation number

12. Thanks the guest and give usual greeting


Primary Function of Front Office Department       Deals with room reservation request and guestroom keys. Prepare guest Arrival and Departure list. Check-in-arriving guests and co-ordinates paying the guest. Receive guest and help them to complete registration formalities. Help in marketing and sales promotion strategies. Deals with various inquiries and information of in-house and outside activities accidents and unusual events.  Settle account of the departing guests.  Deals with deposits for sale custody.  Produce daily reports and statistics.

Action Plan of Front Office Department  Co-ordinates with the porch and travel desk and keep the correct rooming list for evacuation.  Print arrival list of the day and next 3 days.  Print in-house list.  Advise business center personnel to pick up all backup drives and packs.  Co-ordinate with the security regarding everything happening around and help if needed.  Monitor the lobby and help duty manager to ensure calm is maintained in the lobby.  Ensure the cash float is taken care of the systems are properly closed.  FOM to reconfirm evacuation of entire building with bellman, housekeeping staffs and room service by cross verifying in house list.  Move to new car park with duty roaster after the entire guests have been evacuated and only on the instruction of GM/Marshals.

Duties and Responsibilities of Front Office  Good guest communication.  Maintaining logbook so that other staffs are aware of important events and decisions that occurred during previous work shifts.  Maintaining information directory so that front office staffs can be able to respond in a knowledgeable way when guests contacts the front desk for information.


 Handling mail and packages, while handling these things, front office is expected to time-stamp when it arrives at the property. During its delivery to the guest should sign it.  Providing telephone services and wake up services, voice mailbox, facsimiles, etc. to the guest.  Identifying, handling and solving guest complaints.

Arrival and Departure Procedures Arrival procedures     Welcome the guest and check for the reservation. If the reservation have been done then attach and punch time and date. Fill up guest registration card, errand card and give it to the bellboy. Give guest guide map and key card and make entry in Fidelio.

Departure procedures     Guest vacant the room. Receives an accurate statement of the settled account. Returns the room key. Checks out from the hotel.


Discount rates according to account of soaltee hotel



Priority Privilege Card HAN card

As per the guidance 30%on cash/25% on credit discount on Food & Beverage 30%on cash/25% on credit discount on Food and Beverage 20% discount on Food & Beverage 50% discount on Food & Beverage 50% discount on Food & Beverage 50% discount on Food & Beverage

FHRAI card

Indo-oriente elite card Board of Directors of SHL Mr. Prabhakar SJB Rana SHL employee (with prior reservation and approval from GM) SCP employee (with prior reservation and approval from GM) Regional Priority Privilege cards Courtesy discount (This can be given by Restaurant Manager to guests who believed to be important and potential regular) Food & Beverage Manager‟s discount Crew discount

50% discount on Food & Beverage

15% discount on Food & Beverage

15% discount on Food & Beverage

15% discount on Food & Beverage 20% discount to Fly yetis, Gulf, Qatar on Food & Beverage. No discount to Officials.

Table 5: Discount rates of soaltee crowne plaza


Housekeeping can be defined as an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of room, public areas and the surroundings. The main aim is to provide their guests with clean, attractive, comfortable and welcoming surroundings that offer value for money. Housekeeping department is one of the major departments of the hotel. It acts as the heartbeat and has major functions to perform. It deals with providing cleanliness, comfort and aesthetic value of any place of a hotel. The housekeeping department is entitled with the important responsibility of making the guest feel at home and their entire stay to be very comfortable. The secondary functions includes the provisions of uniform, F&B linens, lost and found, and more efficient cleaning procedures of products and equipment, record keeping, liaisons with the interior designer, control and preservation of inventory, flower arrangements, banquet set-ups and many more. The unit is responsible for every aspect of a guestroom that is to provide all the required materials in a room. For this purpose, they maintain inventory, budget, control and coordination with laundry, account and with different other departments and division of the hotel. At the same time, they maintain supervision system for the security of the hotel/room property and guests personal belongings in the room. This unit does décor and design, room layout, selecting proper linen, curtains, carpets, flower arrangement and etc. Regarding the housekeeping department of Soaltee Crowne Plaza, it is located in the basement level taking the responsibility of cleanliness, comfort and safety of entire hotel. This department carries out great responsibilities as it being an eye and ear of the management and the backbone of the hotel. This department makes a room appealing to guest. The housekeeping department is also responsible for providing guest room supplies and amenities for the convenience of the guest.

Importance of Housekeeping Department:      To keep neat and clean all entire hotel To maintain the standard of the hotel To preserve the property of the hotel To keep everything up-to-date, fresh and attractive Adequate preparation of the work.

Function of Housekeeping Department  Maintain safe and hygiene environment

        

Make-up rooms and provide necessary room supplies Preservation of the property Proper use of product and equipments Daily record keeping Work load identification Scheduling staffs Communication and co-ordination with other department Cost control Work division

Areas to be Cleaned and Maintained by Housekeeping Front of the house Back of the house Guest room/Corridors Management offices Lobbies and publics restrooms Storage areas Dinning rooms/restaurants Linen and sewing rooms Meeting rooms Laundry room Poolside and patio areas Employee locker rooms Banquet halls/conference halls Administrative offices Hotel operated shops Cloakrooms Games/recreational rooms Maids service room Exercise rooms/gymnasium
Table 6: Cleaning and maintenance area

Organizational Chart of Housekeeping Department


Senior Supervisor Floor

Housekeeping Desk

Houseman or Uniform room head

Senior Supervisor Floor

Senior Supervisor Public Area

Supervisor Floor

Senior Supervisor Floor

Room Attendant

Public Area Houseman

Figure 3: Organizational Chart of Housekeeping Department


Major Functions of Executive Housekeeper

 Policy and procedures: Ensures conformance to policies and procedures as laid down by the management.  Staff rescheduling: Manage staff scheduling as demanded by room occupancy forecasts and banquet functioning.  Staff conduct: Ensure the staff is properly groomed and correctly uniformed.  Checks all public area and rooms and see that the standard of cleanliness is maintained.  Prepares duty roasters for the staffs.  Co-ordinates with the purchase manager for purchase of linen.  Co-ordinates with human resource department regarding the staff working under him.  Supervise the staff working under him.  Training of new recruitments.  Set up par stock level and sanctions for uniforms.  Reports to the general manager of the hotel regarding the happenings of this department  Checks the working of the equipments.  Hold meetings of the housekeeping staffs.  Prepares policies concerning housekeeping.


20 Steps Sequence (EYE Cleaning Process) 1. Check trolley / equipment 2. Enter room & open curtain & windows 3. Flush toilet & apply toilet cleaner evenly under rim & around bowl, apply cleaner to basin & bath. 4. Collect all rubbish, check for lost properly/debris. 5. Maintenance check & report, visual check on standards. 6. Collect china/ glass & ashtrays. 7. Strip bed and remove all soiled linen from room. 8. Make beds. 9. Sanitize china/glass/ashtrays/bins/appliances, replace in location. 10. Clean basin, vanity areas, tiles, walls and doors. 11. Clean tiles, shower, bath, fixtures & mirrors. 12. Clean toilet 13. Replace bathroom linen and supplies. 14. Clean bathroom floor. 15. Clean furnishings – damp dusting – high / low & inside/ outside 16. Clean mirrors & artwork 17. Clean Windows 18. Replenish Guest room supplies. 19. Vacuum bed / bathroom floors. 20. Report room as 'ready' using your normal hotel procedure, switch lights off and close door.


The Functional Sections of Housekeeping The major functional section of housekeeping includes following:      The linen room The housekeeping desk The uniform room Public Area Floor Section

The Linen Room: Linen room issues fresh linen for every soiled ones. The linen room is responsible for the repair and maintenance, sorting, security, storage, stock and inventory of the hotel linens. The linen room is also responsible for the storage and issues of new hotel linens and uniforms. Linen is one of the expensive items invested in the hotels. So, the hotel linen should be handled and stored in a proper systematic way. Therefore for the proper storage and control of the hotel linens, they formed the linen room in the hotels. Linens used in housekeeping department:         Bed Sheets Pillow covers Night sheets Duvet covers Towels (face, hand and bath) Mattress protector Curtains Blankets

Housekeeping Desk The housekeeping desk is the center point for the communication and co-ordination of housekeeping department with other departments of the hotel and with the guests staying at the hotel. This section acts as a media which transmits all the information of concerned departments and receives information from various departments. The housekeeping desk also deals with the guest‟s request for the room supplies.


The housekeeping desk co-ordinates with front offices regarding the room status through the use of Opera Hotel software installed in the computer. The desk is also responsible for taking all the maintenance orders and delivering of the orders to the maintenance department. The desk also maintains different types of registers and files.

The Uniform Room: The uniform room handles and controls the uniforms of the entire hotel staffs. The uniform for each staffs are issued and are exchanged on clean for soiled basis only. The uniform room collects all the soiled uniforms, count and records them and then sent them to the laundry for washing. The laundered uniforms are checked and counted to avoid the missing of the uniforms. The laundered uniforms are then checked and that to be repaired are sorted, and sent for repairing. The others are kept in their respective places so that it is easily available when needed.

The Public Area: The public area is divided into different section:    Alfresco and kakori area Magha mahalar Lobby area Basement

Alfresco and Kakori: These two are specialty restaurant and housekeeping cleans and maintain before opening these outlets. Work is normally cleaning all mirrors from inside and outside. Cleaning bathroom, floor, main entrance, sometimes poolside also assigned if there is party. Megha Malhar: Houseman‟s tasks is to clean all the floor of the hall, bathroom area, scrub the floor and vacuum the carpet of hall, clearance of stage , clearance of General manager room, F&B manager room is also task of this area‟s person.


Lobby area Lobby area is one of the most public access areas. The task in this area is to clean table chair and clearance of ashtray, bathroom and clearance of Porch area ashtray.

Basement There are two basements in Soaltee Crowne Plaza. One is in Princep wing and another in Himalayan wing. In Himalayan wing basement there is shopping arcade and Princep wing basement is for staff movement.

Floor section: This section is divided into two main parts   RA(room attendant) House man RA is responsible for making bed, cleaning room and bathroom, vacuuming carpet, dusting room, trolley set up and etc. House man is responsible for guest amenities, number of bed sheets required for a room, bath towels, face towels etc.


Room Supplies and Amenities All the rooms in this hotel are well equipped with the supplies concerning the guest‟s necessities. Every rooms of the hotel have a private bathroom, mini bar, necessary furniture, individually controlled air condition and satellite television. So, far the supplies in the guest room there are stationery folder and box with stationery items, tea coffee pouches and many other supplies. The wardrobe in the room contains extra pillow, laundry folder, ladies and gents hangers etc. The electrical iron with ironing board and a mini safe deposit locker is also provided in the room.

The room supplies are listed below: Table-leather folio on the working table:            Drawer: Letter head (large) Letter head (small) Envelope (large) Hotel post card Facsimile Hotel layout Safety procedure Earth quake safety notice Priority club form Gate pass Complaint card 2 2 2 2 2 1 1 1 1 1 1

 Room service menu  Directory of service  International dialing Over the mini bar cabinet:       Electric water boiler Tea sachets Coffee sachets Creamer Tea or coffee cup Drinking water 1 3 3 3 2 2


Wardrobe:       Door knob cards Laundry bag and list Shoe shine request Extra pillow Hangers (gents / ladies) Iron and ironing board 2 nos. each 1 1 1 5 gents, 3 ladies 1 each

Bathroom supplies and Linen:                  Hand towels Face towels Bath towels Bathmat Toilet paper roll Tissue paper Shampoo Foam bath Moisturizer Bathe soap (body bar) Hand bar Shower cap Sewing kit Shaving kit Sanitary bag Gargle glass Ashtray and match box 3 3 3 1 2 1 1 1 1 1 1 1 1 1 1 2 1each


Division of Soaltee Hotel Room The housekeeping in Soaltee Crowne Plaza takes the responsibility of the total 283 rooms, under three blocks; the Himalayan Wing and Princep Wing extended up to the fifth floor and regal suites containing seven special suites. Himalayan Wing The Himalayan wing consists of total 170 rooms. The fifth floor is considered to be the Crowne Plaza club floor, containing the Crowne Plaza club rooms. This is the executive floor offering separate facilities to the guests like separate check-in and check-out, airport/hotel/airport transfers, separate lounge, in room internet connection, complimentary continental breakfast, complimentary evening cocktails, secretarial service on request, radio pagers on request etc, the room numbers in this wing stars from 1 to 37 in each floor. Princep Wing Extended from second floor to the fifth floor this block consists of 106 rooms out of 282 rooms. The room number at this block starts from 41 to 72 in each floor and the second floor contains suites, 777, 888, 999 which are considered as general manager‟s suite and executives‟ suites respectively. And all the rooms are normally garden facing and mountain with very good furniture and fixture and well furnished. There is the one common different between Princep Wing and Himalayan Wing that is in Princep Wing duvet cover is used instead of 3 bed cover (sheets). Regal Suites This is the different block containing only 7 suites, especially designed and built for the presidents of SAARC countries during the SAARC conference in Nepal. These suites are located near by the swimming pool and away from both Himalayan and Princep Wing. In the ground floor of these suites two most popular specialty restaurant are located Alfresco (Italian) and Kakori (Indian). To focus more about 7 regal suites room, all the suites are named after the famous lakes of Nepal. The Regal suites are considered to be the most prestigious area of the hotel meant for the VVIPs staying at the hotel.

The names of the 7 suites of Regal Suites are: 1. Gosaikunda 2. Roopa 3. Begnas

4. 5. 6. 7.

Phoksundo Rara Phewa Tilicho Room Details Himalayan Wings Crowne Plaza Club Room

Description Deluxe twin Deluxe twin non smoking Queen deluxe Queen deluxe non smoking Crowne Plaza Club rooms CPC non smoking rooms Executive suite Exec. Suite non smoking Total

First 27

Second 26


Forth 26

Total 79 26

26 8 6 6 6 23 10 2 2 35 34 34 34 33 2

20 6 23 10 4 2 170

Table 7: Himalayan wing room details

Princep Wing Description Hollywood twin Queen Room Executive Suite Total
Table 8: Princep wing room details

Second 19 2

Third 25 4

Forth 24 3 1

Fifth 24 3 1 28

Total 92 12 2 106





Regal Suites Regal Suite Presidential Suite (Gosaikunda)
Table 9: Regal suites room details



Types of Rooms at Soaltee Crowne Plaza

Deluxe Rooms The deluxe rooms in the Himalayan Wing combine Nepali Traditional designs with western aesthetics. These rooms quietly whisper of comfort, elegance and feature exquisitely - carved woodwork on each window panel. Twin Rooms The Twin Rooms housed in the Princep Wing feature contemporary decor in soothing pastels with panaromic mountain views all around. Deluxe Rooms The deluxe rooms housed in Princep Wing feature contemporary décor in soothing pastels with panaromic mountain views all around. Executive Suites – 8 Suites The Executive Suites in the Himalayan Wing and Princep Wing are more focused towards the discerning traveler, offering a separate living room and a bedroom. Regal Suites – 7 Suites An independent complex featuring seven super all named after various Himalayan Lakes in Nepal, is resplendent with luxury quite literally for a king. The Regal Suites interiors have been totally refurbished and are now exquisitely resplendent with opulent fixtures and fittings. The interiors combine the contemporary colors with ancient Nepali artifacts and ultimate comfort. World personalities have left their footprints in Regal suites and since its inception in 1987 the corridors of Gosaikund, Rara, Phewa, Tilicho, Begnas, Phoksundo and Roopa bring

back fascinating memories of comfort and luxury. Regal Suites with new brilliant colors reflect the true spirit of Nepali Hospitality. Each individual Regal Suites is built in duplex fashion and offers:     One master bedroom One twin bedroom One living room / dining area One valet room and one maid room

Crowne Plaza Club Rooms The 33 exclusive Crowne Plaza Club Rooms {including non-smoking}, seek to explore a new level of excellence. Armed with impeccably decorated interiors the Crowne Plaza offers a host of additional facilities including:             Crowne Plaza Club Lounge Complimentary Breakfast Complementary cocktails and snacks in the evening Airport transfers by a private car Separate check-in and Check-out Butler services Separate lounge Complimentary laundry facilities Complimentary internet and e-mail access Secretarial service in the lounge on request Radio pagers on request Mobile phone and fax machines in the room available on request


Cleaning Products used in Housekeeping Taski R1:Bathroom cleaner cum sanitizer concentrate Recommended usage:Normal soiling: 20-50 ml in 1 liter water. Heavy soiling: 50-100 ml in 1 liter water. Key areas: The entire surface in the bathroom sink, tub, tiles, floors and fittings.

Taski R2:Hygienic hard surface cleaner concentrate Recommended Usage: Hard surface: 20-50 ml in 1 liter water Glass: 10-20 ml in a liter of water

Key Areas: All the hard surfaces for e.g. TV cabinets, photo frames, telephone, etc. and also on shiny floor surfaces like polished marble, granite etc.

Taski R3:Glass cleaner concentrate Recommended Usage: 20-30 ml in 1 liter water Key Areas: All types of glass, windows and mirror and glass display cases.

Taski R4:Furniture Maintainer Recommended Usage:


Ready to use product Key Areas: All wooden surfaces such as tables, chairs, bedside tables and can also be used to maintain polished metal surface like name plates, brass handles etc.

Taski R5:Air Freshener Recommended Usage: Ready to use product Key Areas: Deodorizes guest rooms, banquet halls and office rooms and guest rooms where tobacco or other odors are very strong.

Taski 6:Toilet bowl cleaner Recommended Usage: Removes lime scale deposits and stubborn stain and leaves toilet bowls and urinary sparkling clean.


Food and Beverage (service) department provides varieties of prepared food and beverages in an appropriate hospitality manner through its outlets to the distinguished guest (both in house and outsiders). The main aim of food and beverage department is to achieve customer satisfaction by providing food and beverages service and thus increase the revenue of the company. Soaltee Crowne Plaza has five world-class restaurants and bar. Kakori features meals cooked in tandoor, using varieties of recipes and methods preserved since the mediaeval ages. Garden Terrace Coffee Shop serves multi cuisine breakfast, dinars and light snacks. Alfresco serves authentic Italian meals and is the most popular Italian restaurant in town. China Garden serves oriental delicious from around south East Asian whereas Rodi Bar located just off the lobby offers the choicest drinks and snacks. Guest can have private dine with 24-hour Room Service. Organizational chart of F&B Service Department
F & B Director


Banquet Manager

Coffee Shop Manager

Bar Manager

Room Service Manager

Senior Captain

Banquet Sales Assistant

Senior Captain

Shop Hostage

Senior Captain

Senior Captain





Room service Waiter

Waiter Assistant Waiter Trainee

Waiter Assistant Waiter Trainee

Bar Man


Assistant Waiter Trainee

Assistant Waiter Trainee

Figure 4: Organizational Chart of F&B Service Department


Duties and Responsibilities of F&B Staffs

Food and Beverage Manager The F&B Manager or Director is the head of F&B Service department. He/she is responsible for the overall functioning of the department. He/she prepares duty roster and is involved in selecting and recruiting of staffs. He/she organize regular meeting with the outlet head and reports to the General Manager. He/she updates the menu coordinating with the executive chef, evaluates the food cost and revenue to determine the effectiveness of his department. He/she is also responsible for quality control, manpower and budgeting of F.B. Department

Job description of F&B Manager  The F&B Manager should ensure quality control in terms of efficiency in all service area by ascertaining that the staffs are adequately trained in keeping with the standards of the unit. He should maintain the quality of the service in the hotel. He/she is responsible for selection, recruitment, training, promotions, transfers and dismissals in the department. He/she holds regular meetings with section heads, to ensure that both routine as well as projected activities of the department go on as planned. He/she analyses the shortcoming in the activities and ensures improvements. Constantly evaluating systems and keeping the top management informed Attends the Managers meeting and circulates the organizations regulations to his subordinates. Budgeting is the other responsibility of the F&B Manager. He should ensure that each outlet in the department achieves the estimate profit margins. Co-coordinating different outlets, their performances and objectives.

      

Restaurants/Coffee Shop/Bar Manager These Managers report directly to the F.B. Director/Manager and have overall responsibility for the organization and administration of a particular outlet either the Coffee Shop {Garden Terrace}, Bar {Rodi Bar} or any restaurant of the food and beverage department. Their duty includes selection and monitoring the standards of service in the outlets. He/she should be capable of playing vital role in the public relation, Training, managing the staffs, formulating the sale and expenditure budget for outlets. They required


imparting daily training at briefing that is before operation starts. At this time, he explains management policies and information regarding new changes and decisions.

Room Service Manager The room service manager reports directly to the food and beverage manager and is responsible for the room service outlet. The room service manager ensures that the service given to the guest is as per the hotel standards. He/she monitors all operational aspects the outlet such as service, billing, duty charts, leave, handling guest complaints regarding food and services etc.

Banquet Manager Banquet is a major revenue earning outlet of the hotel. The banquet manager projects the budget of the banquet and works in close coordination with the chef in setting menus. He/she is responsible for making an inventory of all the banquet equipment and maintaining the balance between revenue and expenditure. They are responsible for all areas of banquet and conference operations. He/she and his staff must be capable of working long hours.

Senior Captain       The senior captain has overall responsibility for operations of his outlet. He/she prepares duty roster coordinating with outlet manager He/she oversees the mise-en-place. Receives the guests and hands them to the captain. Takes orders from the guests if a captain is buys. He/she updates the logbook and acts as the major salesman of the outlet.

Captain    To report to senior captain and restaurant manager on regular basis. He/she must be capable of advising and implementing new plan and policy. Maintain hygiene and sanitation in his station of the restaurant. Requisition of the required contents and supplies for station in time. He must check the stock from time to time and maintain a regular supply


     

Supervising and controlling the breakage and shortage of service equipments and line of the outlet. Greeting, seating the guest, presenting the menu and taking the order from the guest. Checking payment of guest bill time to time and be sure all the collection processes and properly handled. Co-ordination to kitchen and bar staff to run smooth and efficient service of outlet. Helping subordinates‟ staff to close the outlet at the end of service hour. Brief the waiters and waitresses prior to the opening of the restaurant.

              

Waiters/Waitress Attend briefing before restaurant service starts. Mise-en-scene. Mise-en place. Requisition of restaurant items for service that is linen, glassware, cutlery, condiments, crockery, napkins etc. Polishing of cutlery, glassware, silverwares etc. Exchange soiled linen for fresh ones. Preparing each table for service. Receive and seat the guest. Pour water in glass. Take order. Present check and receive payments. Clearance of table. Salesmanship Maintain hygiene and sanitation. Safety.

Barman Work in bar counter dispensing beverage and making cocktails. He/she should have good manners, skilled barmenship and communication skills with sound knowledge of all beverage and mixes. They should be fast and efficient.


Hostess This position is placed to utilize for greeting and seating the guests in F&B service outlets. The hostess presents menu to the guests and hands them over to the station holder to continue service. She should be pleasant, good communicator, well organized, be able to work under stress and interact smoothly with her colleagues.

Trainee Trainee works closely with the waiters fetching orders from the kitchen and the bar as well as cleaning the side station in the restaurant. They serve water and assist the waiter. Their main responsibility is mise-en-scene and mise-en-place and stacking the side board with necessary equipment for service.

F&B Outlets at Soaltee Crowne Plaza Garden Terrace Garden Terrance is located on the ground level with picturesque views of the glass of the garden. It is located straight ahead from the main entrance through the glass door. Garden Terrance is the hotel coffee shop. It opens for breakfast, lunch, dinner and servers Oriental and Indian style meals and light snacks. Extensive International Buffet is laid for breakfast and lunch. The buffet is the main feature during breakfast, lunch and dinner periods, however A la carte may be recommended during lunch if in-house guests are at leisure or trekking. Breakfast in Garden Terrance at Soaltee Crowne Plaza is especially buffet style with a selection of Indian continental and some international favourites. There are 160 covers in the restaurant. Restaurant table planning is done efficiently and is divided into four sections A, B, C and D with smoking/non-smoking, family and friend sections. For the efficient restaurant operation there is four sideboards easily accessible to each four section of the restaurant. Ext No. # 6152 Timings Breakfast 6:30 – 10:30 hrs


Lunch Snacks Dinner

2:30 – 14:45 hrs 5:00 – 19:00 hrs 9:00 – 22:45 hrs

Rodi Bar Rodi bar is located beside the lobby area or opposite to reception for the guest convenience where guest can easily access and have various choices of alcoholic/non-alcoholic drinks and light snacks. Rodi bar is popular for social and business rendezvous. Open: 0900 – 2400 hrs Ext. No: 6224

Task performed in Rodi Bar          Serving welcome drinks to the arriving guest in the lobby Mise-en-place of Rodi Bar. Serving tea/coffee to the guest Exchanging linens with soiled ones and folding napkins in different styles. Maintaining cleanliness of tables and equipment with necessary items such as cutleries, glasswares, napkins, straws, toothpicks etc. Mixing various drinks and cocktails Table clearance and layout after guest use. Removing soiled items from the tables to the dish-washing area. Learned to serve wines by the bottles and other alcoholic/non-alcoholic beverages at the table.

Cuisine served in Rodi bar Snacks Deluxe Spring Roll Double mushroom and green onion, chicken and prawn Dim sum platter: Chicken dim sum, vegetable dim sum

All Time Favorites Murg malai kebab, bewazni paneer tikka, fresh tortilla chips with a creamy artichoke and traditional salsa, crispy potato fritters with curry.

Alcoholic beverages: All sprits     Whiskey Brandy Rum Vodka Gin

APERITIFS: Campari, vermouth (dry or sweet), sherry (dry, medium or sweet) DELUXE WHISKEY: Johnny walker swing, dimple, royal salute MALTS WHISKEY: Cardu, Glenfiddich, The Glenlivet, Glen Elgin, Talisker classic, Clynelish Other alcoholic beverages are tequila, grappa, port and cocktails.

Some of the cocktails served in the rodi bar are as follows:     Kir martini A perfect blend of gin, dry vermouth and crème de cassis Screw driver Probably the universal favorite, vodka with orange juice Margarita Now this one is a must for any occasion. Tequila with triple sec Casablanca White rum, cherry liqueur and triple sec shaken together and served cracked ice  Suburban Bourbon, dark rum, port and bitters shaken with ice giving .this unique American favorite  Bloody marry Vodka, tomato juice and spices


 Long island ice tea Just for the record-there is no tea here! Gin, rum, tequila, vodka and triple sec with cola-Devine!!!!!

Mocktails Chicago lemonade Fire in the sky Frappe Virgin marry Fruit punch Sprite and soda water mixed with lime A perfect mixture of cola and ornate juice You will love this concoction of coffee and milk Spicy and tangy, tomato juice with spices A blend of fruit juices topped with soda

China Garden China Garden is a Chinese speciality restaurant where the recipes come from beyond the shores of China. It has a unique design and décor with a cool and relaxing environment. China garden provides the experience of dining with the combination of Chinese typical food and the Chinese embellishment of the restaurant. China garden is located at the left towards the Himalayan Wing, the first door on the left on the link corridor.

Total covers: 96 pax. Total staff: 10 Lunch: 12:30 – 14:45 hrs Dinner: 19:00 – 22:45 hrs. Complimentary items: Kimchi and jasmine tea. Ext No. 6159


Some famous sauce use in this outlet                  Szechwan sauce Shangai sauce Black bean Orange sauce Sapo sauce Hunan sauce Manchurian sauce Oyster Sauce Sweet and Sour sauce Lemon sauce Ginger sauce Pattaya sauce Hot Garlic sauce Kung Pao sauce Cantaon Munchurian Mou Chi Kay

Kakori Location:On the Regal Suite complex near swimming pool Serves:Dinner Savor the cardamom and saffron spice of the slow cooked kebabs and kormas at speciality Indian restaurant serving Awadhi cuisine. This authentic Indian restaurant boasts show kitchen where live tandoor cooking can be observed and different smoking and non smoking sections. The restaurant is located on the Regal Suite complex, away from the main hotel building and by the swimming pool offering private dining experience.

Alfresco Location: On the Regal Suite complex near swimming pool Serves: Dinner Al Fresco Italian restaurant serves authentic Italian cuisines boasting open pizza kitchen and different smoking and non smoking sections. The restaurant is located on the Regal

Suite complex, away from the main hotel building and by the swimming pool offering private dining experience. It has never compromised in its Italian setting since its erection. The tables are extraordinarily laid with all table cloth, moulton and slip cloth. What is interesting about alfresco is the ability of chef to coax delicious flavors out of light seasoning. All the raw materials used are authentic, from the pastas, cheese and extra virgin oil.

The periphery is all green at alfresco as it stands in a distance from the hotel building. Fainting lights are lit up in your table and you may find it semi-candle light diner. All those Italian setting ,hung chilly ,garlic and displayed pastas delights you more than you want, the extra virgin olive oil in a blue bottle with fainted lights on a table compels you go romantic ,you may go liquid to this romanticism if you order couple glass of red wine with your partner.

OPENING HOUR :   Lunch from 12:30 to 14:45 Dinner from 19:00 to 22:45

The station with its number of covers is mentioned below: Smoking section- 42 covers Non-smoking section-30 covers It‟s own bar which serves the beverage to the guest.

Banquat Soaltee Crowne Plaza facilitates their guest with well-equipped convention center Megha/Malhar hall. Here the provision of state of out audio visual sound and lightings, elegant table top accessories, dedicated service personnel and exquisite food gives the banquet functions an extra ordinary appeal. The Soaltee Crowne Plaza owns six major well decorated halls for organizing different functions. They are

a. b. c. d. e. f.

Megha Malhar Himalchuli Malshree Marva Madhavi

Detail study in the halls, their facilities and daily rental charges: Banquet Hall location Maximum rental charge/day 80000.00 Minimum rental charge/day Area(ft) Ceiling height(ft) 16‟ 16‟ 16‟ 10‟ 10‟ 10‟ 10‟ 10‟ -


Lobby level Lobby level Lobby level Lobby level Lobby level Lobby level Lobby level


95‟×656‟ 47‟×66‟ 47‟×66‟ 33‟×33‟ 26‟×16‟ 26‟×16‟ 20‟×20‟ 20‟×20‟














Megha lounge

Malhar lounge Madhavi Lobby level -


Table 10: Banquet Hall Details

Beside this the Megha and Malhar contain lounges which are also used for the different functions and their maximum retail charge is RS 5000 and minimum is RS 4000. Two gardens SUN DECK and ROSE GARDEN are also used for big parties.


Depending upon the type of function different type of setup is done in the banquet hall and depending upon the setup style the capacity of the halls is differed. The following are the types of setup and capacity of the occupancy of the hall: Banquet Setup Banquet Hall Theatre style (person) Megha Malhar Megha Malhar Malshre e Madhavi 550 250 100 100 Classroom style(person) U-shape (person) Boardroom (person) Sitdown round of ×8 (person) 384 Buffet sitdown round ×8(person) 288 Cocktails (person)


275 275 50

130 130 24

60 60 30

50 50 24

192 192 40

144 144 40

300 300 50








Table 11: Banquet Setup details

Function Prospectus (FP) It contains a piece of paper which contains all the information of the function. Thus it helps in the preparation and setup in the banquet hall. And the banquet manager prepares it.

Contents of Function Prospectus        Type of the function Date of a function Name of the host Menu of the function Number of pax Rate per person Type of setup to be done


Room Service This outlet is an integral part of the F&B service department. It has small turnover in terms of revenue, but great deal of standard, effort and labor is necessary to run this outlet. It is a guest facility to dine in privacy with in his room. It opens 24 hrs a day. The menu is often a simplified version of what is available in the coffee shop, with prices slightly higher to compensate the higher overheads in terms of staff and equipment. It‟s the duty of room service to put all the things in guest room before their arrival according to the slip they received. Like for VIP flowers, cake, wine, fruits, biscuits, almond etc, for normal guest only flower and fruits. Places served by room service Crew Lounge: Complimentary only for crew members like internet facilities, playing equipment, minibar facility, tea and coffee is also available.

Crowne Plaza Club – only for club room guests Happy hours: 5:30 pm – 7:30 pm Breakfast: 6:30 am – 10:30 am Coffee and tea – anytime

Minibar Regal suites And all suites rooms

The Patisserie The patisserie is located straight ahead from the main entrance on the right near Garden Terrace restaurant. Its opening time is 8:00 am to 9:00 pm. There is selection of various cakes, breads and cookies.

It is handled by Garden Terrace restaurant. It is displayed with the varieties of cakes, pastries, cookies, pralines, etc. so that guest can make their own choice and have it. It takes the orders of cakes, pastries, cookies, etc. from in-house guest and outhouse guest.

Kitchen is the central point where varieties of food are prepared. It is considered as the heart of any hotel. Kitchen has to produce the quantity and quality of food stuffs. The purpose of the kitchen organization is to provide right quality food at the right quantity and at the right time for the required number of people by using staff, equipments and materials effectively. Food production department works in close association with the food and beverage service department and also co-ordinates with kitchen stewarding. It is also responsible for preparation of food served in all the outlet of the hotel. It is divided into different sections and each section is responsible for a specific type of preparation. Sanitation and food hygiene should be maintained strictly because these day‟s people are very health conscious. In Soaltee Crowne Plaza the task of the kitchen department is huge. The kitchen has to cater seven outlets. Though all the outlets have their own kitchen the room service depends upon the various outlets.

The various types of kitchen at Soaltee Crowne Plaza

Banquet kitchen Always catering the huge mass this is the busiest kitchen. This kitchen is responsible to serve banquet functions. The banquet kitchen prepares the varieties of cuisine but its specialty is Chinese, continental and Indian. Garden terrace kitchen This kitchen is mainly responsible to prepare the food for the garden terrace restaurant and also for the room service and Rodi Bar as per the order. This kitchen prepares continental, oriental and Indian cuisine. Mainly A LA‟ Carte menu s served from this kitchen for lunch and dinner. This kitchen provides the breakfast items for the garden terrace restaurant and also handles site kitchen during the breakfast. Indian kitchen This kitchen is also known as bulk kitchen and is responsible for preparing the Indian food and the sweet dishes. This kitchen prepares food for garden terrace restaurant, room service and banquet. All the food items of the breakfast in the garden terrace restaurant are


prepared by this restaurant. That includes: Dosa, Idly, Shamber, Chhole Bhature, Wada, Uttapam, etc. Bakery This kitchen is responsible to prepare the bakery items like cookies, pastries, cakes, etc. it provided items like muffins, Danish pastry, cinnamon roll, doughnut, croissant, etc. for the breakfast in the garden terrace restaurant. All the bakery items that are displayed in the patisserie are also prepared by the bakery. It also provides room service with bread rolls and the cookies. Butchery Butchery section of the hotel should provide all types and cuts of meat according to the order of the entire kitchen. Butchery section should make the raw meat into desired cut, considering shape and size, pack it store it in right temperature and provide to the entire kitchen according to the order. Pantry This kitchen is also known as the “Garde Manger” or “Cold Kitchen”. This kitchen is responsible to prepare the cold food items like canapés, salads, sandwich, cold sauces, dressing, etc. this kitchen usually prepares food for the banquet parties and also provides different salads for EDR and breakfast. China garden kitchen It is a specialty kitchen prepares only Chinese‟s cuisine served in the china garden restaurant. Mainly it prepares the food items for its own outlet only. Al Fresco kitchen Al Fresco is an Italian specialty restaurant so it prepares all the Italian items that is offered by the restaurant. It is famous for pizza; it prepares the best pizza in the valley. Kakori kitchen Kakori is an Indian specialty restaurant. Mainly it is famous for the tandoor items.


Brief Introduction of LSG Sky Chefs LSG Sky Chefs is the brand name of LSG Lufthansa Service Holding AG, which is the world's largest provider of airline catering and in-flight services. It is a subsidiary of Deutsche Lufthansa AG. A part of the company was formerly owned by AMR Corporation, parent company of American Airlines. Its primary business function is to prepare and deliver meals, beverages and snacks to aircraft for domestic and international flights. In addition the company also provides extended services on all other aspects of inflight service, including the design and sourcing of in-flight equipment, in-flight logistics, in-flight management, onboard retail management and the management of airport lounges to name but a few. The company's world headquarters is located in Neu-Isenburg near Frankfurt, Germany. Its North American headquarters is located in Irving, Texas, USA, where a part of the company was founded in 1942. LSG Sky Chefs partners with more than 300 airlines worldwide across 209 airports and operates almost 211 customer service centers in 52 countries, producing around 527 million meals a year. The airline carriers served by LSG Sky Chefs can vary from airport to airport, but some major customers are Lufthansa, American Airlines, Delta Air Lines, Asiana Airlines, Swiss International Airlines, United Airlines, Alaska Airlines, Korean Air, Finnair, and Aeroflot. LSG Sky Chefs reports it has about 30% of the airline catering market worldwide.

LSG Sky Chefs-Kathmandu Soaltee Crowne Plaza has franchise agreement with the world‟s largest in-flight catering LSG SKY Chefs. It has signed franchise aggrement on April 1, 2004. It has operated in-flight catering facility under LSG Sky Chefs. LSG Sky Chefs-Kathmandu customer service center is located near Kathmandu's Tribhuvan International Airport and the facility produces some 1800 total airline meals per day for a number of international customers caters to international airlines such as the national carrier Royal Nepal Airlines Corporation, Qatar Airways, Austrian Airlines and First Choice Airlines as well as VIP flights and all chartered flights.


Halal certification for LSG Sky Chefs facility in Kathmandu Halal Certification Services (HCS) is a provider of halal assessment, auditing and training services, enabling muslims to have access to certified Halal and Tayyib (good) products which comply with the Islamic dietary standards, as prescribed in the Qur‟an and Sunnah. LSG Sky Chefs has achieved Halal certification for its airline catering facility near Tribhuvan International Airport in Kathmandu, Nepal. The facility is operated by Soaltee Crowne Plaza, a hotel, with technical know-how and management services provided by LSG Sky Chefs. The facility was certified as a Halal compliant flight kitchen in December 2010 by Abdul Aziz Mohamad, chairman of the LSG Sky Chefs Brahim Halal Excellence Center, after meeting all of the strict Halal production requirements. It was designed under the guidance and support of the Halal Excellence Center in Kuala Lumpur, Malaysia. The facility produces some 1,800 meals a day for airlines such as Qatar Airways, Gulf Air, Etihad Airways, Dragon Air, China Southern Airlines, GMG Airlines and Nepal Airlines. It also services VIP and charter flights.

LSG Sky Chefs-Kathmandu Customers
        

China Southern Airlines Dragon Air Jet Airways (India) Malaysia Airlines Nepal Airlines Oman Air Qatar Airways Silk Air Thai Airways International

Food Safety standard at LSG Sky Chefs-Kathmandu At LSG Sky Chefs, making safe, wholesome, delicious food for airline passengers is at the core. It has best practices in this dynamic industry. Global Quality System (GQS) sets high quality standards, which are designed to meet or exceed all customer expectations, as well as all federal, state and local regulatory requirements. This system includes:

Food Safety Practices (FSP), which considers prerequisite programs

 

Hazard Analysis and Critical Control Points (HACCP), which is used to measure food safety performance Good Manufacturing Practice (GMP), which covers food production processes, service processes such as equipment handling, bonded and non-bonded storage, ramp, transportation, and loading, with careful monitoring and measurements at each step of the process Critical Manufacturing Control Point (CMCP), which is used to measure the nonfood safety related quality performance.

In the following, it has focus on food safety measures within the Global Quality System, which is FSP and HACCP. Safety & Quality Assurance Practices: FSP & HACCP system within GQS covers documented procedures on practices listed above. Below are some of the aspects of GQS followed in facilities worldwide.

Food Safety Practice

Personal Hygiene: This portion of FSP regulates items such as hand washing, use of uniforms and safety shoes, hair restraints, use of disposable gloves as well as staff training on personal hygiene. Building Sanitation: In this area our GQS requires for example proper facility cleaning and pest control programs. Cleaning schedules are posted specific to each area and information and training is available on cleaning frequency, which chemicals to use, and who is responsible for cleaning duties. Pest control is performed by external pest control experts that regularly perform visits to verify the effectiveness of their programs. Equipment Sanitation: The cleaning and sanitizing of dishes, glasses and other onboard service items as well as kitchen equipment and utensils is strictly monitored, using either thermal sanitization or chemical sanitization as is appropriate. Dishwashing machines are constantly monitored to verify proper temperatures, and chemical levels are monitored and logged to ensure proper sanitizing.


Food Handling: This area, for example, covers food safety measures in regard to food covering, thawing, trimming, washing, cutting, slicing as well as segregation of raw and ready-to-eat food, date labeling, stock control and time and temperature control from production until delivery to the aircraft. Hazard Analysis and Critical Control Points (HACCP) LSG Sky chefs follow the rigorous industry standard HACCP Plan across worldwide network. HACCP is a systematic approach to control identified hazards that directly affect the safety of food. Following the 7 principles of HACCP, are assessed and identified socalled "Critical Control Points" which are monitored, recorded and verified throughout the production process to ensure it maintain the highest food safety standards. HACCP Principles includes the following: Principle 1 Conduct a Hazard Analysis (evaluate the process). This involves creation of a "Process Flow Diagram" representing the various stages / steps of the process. The team must first identify all possible hazards and understand the measures / steps needed to control them. Principle 2 Determine the Critical Control Points (CCPs). The team must evaluate each potential area of risk to establish where the crityical control points will exist. Principle 3 Establish Critical Limits. The team must determine measurements or values that indicate the operational limits for each critical limit. These values represent the difference between being in or out of control. Principle 4 Establish Monitoring Procedures for the measurement of the CCP. This describes the techniques and methods of measurement used to evaluate critical limits and will be well described in the documentation created for Principle 7 (creation of standard operating procedures). Principle 5 Establish Corrective Actions. This considering what may occur if the process does not meet critical control limits. How can errors be corrected (if possible)? What organizational procedures will be used to correct and document such procedures? Principle 6 Determine / Establish Verification Procedures. These are methods to check / verify whether the HACCP plan is functioning correctly. Principle 7 Create Documentation./ Standard Operating Procedures. This requires documented instructions (standard operating procedures) and accurate record keeping for all critical control points.


Flow Chart of a Flight Kitchen

Figure 5 Flow chart of a flight kitchen


Responsibilities of Quality Manager at LSG SKY Chefs-Kathmandu Quality Managers at all locations around the world who conduct regular inspections and use GQS to verify quality, food safety practices and HACCP records - beginning with the receipt of goods and storage, and continuing throughout the production process until dispatch and loading of the aircraft. Furthermore, the Quality Manager is responsible for verification of the food safety practices and HACCP in each facility. Measures for verification include record review, monitoring food through microbiological analysis and extensive contact swab tests throughout the facility and on all equipment to ensure cleanliness. Regular staff training, thermometer calibration, supplier approval and complaint handling are among several other tasks which are a part of the daily routine of a Quality Manager.


CONCLUSION After three and half years theoretical knowledge I have became a confident person and ready to be hotel personnel. In an internship, I have learnt how the hotel is run smoothly and how to deal and tackle with the obstacles that comes during the operation. I have also found vast difference in compare of collage practical and hotel daily operation. I have learned that while operating the work in hotel it should be done or finish within the given time period and also working as per the circumstances is another very essential behavior in the hotel industry. I have also found that the behaving pattern of the guest as well as hotel personnel at real situation while dealing with individual guest are vast differences in different situations. Overall the internship was successful. Industrial training trained us with lots of experiences. Whatever college educated to us was very practical and constructive for our working skills. Those theories we learned and taught by college shouldn‟t be denied to amplify our knowledge in the Hotel Industry. At the end of the training all the departments had evaluated me. So, please find my appraisal enclosed with this report.