Internship Report on F & B Service Specially Banquet

Of
InterContinental Hotel, Dhaka

THM INTERNSHIP REPORT

Md. Hasibul Alam

Registration No. 16510000057

Tejgaon College, Dhaka

16, Indira Road, Farmgate, Dhaka-1215
Date of Submission: 10th December, 2022
Study on F & B Service Specially Banquet
Of
InterContinental Hotel, Dhaka
Study on F&B Service Operations of InterContinental, Dhaka

INTERNSHIP REPORT SUBMITTED FOR PARTIAL FULFILLMENT OF THE

REQUIREMENTS FOR THE DEGREE
OF
BBA (Hons.) in TOURISM AND HOSPITALITY MANAGEMENT

Supervised by:
Azizur Rahman
Chairman
Dept. of Tourism and Hospitality Management
Tejgaon College, Dhaka

Submitted by:
Md. Hasibul Alam
Reg No. 16510000057
1st Batch THM
Tejgaon College,
Dhaka

Submitted to:
Controller of Examination
National University
Gazipur, Bangladesh

Date of Submission: 10th December 2022

 LETTER OF TRANSMITTAL

10th December, 2022

Chairman
Department of Tourism and Hospitality Management
Tejgaon College
Dhaka

Subject: Submission of internship report on FnB Operations of InterContinental

Hotel, Dhaka

Dear Sir,
I am very much grateful to you for presenting herewith the internship report, as
partial fulfillment of the requirements for the degree of BBA (Hon’s) in
Tourism and Hospitality Management. The report gave me the opportunity to
know the practical implication of Food and Beverage Service Operations of the
InterContinental, Dhaka. An effort has been made in this report to identify the FnB
service operation techniques pursued by the InterContinental, Dhaka and problems
faced when applied.
I am extremely obliged to you for your valuable guidance and constant attention
when required in accomplishing this report

Yours Sincerely,
Md. Hasibul Alam
Reg No. 16510000057
Tejgaon College, Dhaka
 CERTIFICATE OF SUPERVISOR

This is to notify that Md. Hasibul Alam, student of Tourism and Hospitality
Management 1st Batch, bearing NU Registration No: 16510000057 have completed
the project report on Food and Beverage Service Operations of InterContinental
Dhaka Hotel, as a partial requirement for obtaining the degree of BBA (Hon’s) in
Tourism and Hospitality Management. He has completed the report by himself
under my supervision and is a record of bona-fide work carried out successfully.

Azizur Rahman
Chairman
Department of Tourism and Hospitality Management
Tejgaon College, Dhaka
 STUDENT DECLARATION

I hereby do solemnly declare that the work presented in this project has been carried
out by me and no part of this report has been published or submitted to anybody.

Md. Hasibul Alam

Registration No. 16510000057
Department of Tourism and Hospitality Management
Tejgaon College, Dhaka
 ACKNOWLEDGEMENT

It gives me pleasure to thank a large number of individuals for their cordial co-
operation and encouragement who have contributed directly or indirectly in
preparing this internship report. Firstly, I would like to express my respected
gratitude to my course Supervisor Mr. Azizur Rahman, for whom it becomes
possible for me to prepare this report in such a manner.

I would like to express my genuine appreciation to my scholarly Mr. Azizur

Rahman, Chairman, Department of Tourism and Hospitality Management who help
us to complete this course in time by providing vast knowledge regarding his steady
direction, supervision, and input which empowered me to set up a first-rate.

My thanks are also due to the employees of InterContinental Hotel, Dhaka for their
guidance and support. I like to mention here that without their support I could not
complete my internship and prepare report well.

I have collected immense quantity of information from different books, e-books,

journals, and web sites. Those resources played an important part to prepare this
report. I do like to express my thanks to the authors of those resources.
Internship Certificate
 EXECUTIVE SUMMARY

For my internship program, I got the opportunity to work at one of the best
performing Hotels in Bangladesh. I was placed in the Food and Beverage Service
Department of the InterContinental Dhaka Hotel. There I got experience about how
the Food and Beverage Service activities especially banquet of the Hotel. The
importance of this report is to gain practical of Food and Beverage Service activities
in InterContinental Dhaka Hotel. I was supported by the Assistant Director,
Assistant Manager, Captain and Team Leader of Food and Beverage Service
Department. While working in the hotel, I was involved with the guest dealing
process and bill preparing software. I was also assisting the employees by helping
which works were under Food and Beverage Service Department.
 TABLE OF CONTENTS

Chapter 01

1.1 Background ....................................................................................................... 2

1.2 Intention for this report ..................................................................................... 4

1.3 Objectives of the study ..................................................................................... 4

Chapter 02

2.1 Overview of InterContinental Dhaka Hotel ..................................................... 6

2.2 Overview of Study Parts/Divisions .................................................................. 7

Chapter 03

3.1 Methods ......................................................................................................... 10

3.2 Operational View of the parts/divisions ........................................................ 11

Chapter 04

4.1 Findings............................................................................................................ 21

4.2 Recommendation............................................................................................. 23

4.3 Conclusion ....................................................................................................... 24

4.4 References ....................................................................................................... 24

Chapter 1
 Background

 Intention of this Report

 Objectives of This Report

1
Background
The Tourism industry is a tremendous part of our public economy which comes from
this industry. Individuals simply love to visit at whatever point they find the
opportunity and go to places inside and furthermore outside of this country. This is
assumed a significant function in this country’s income. An attraction of a country’s
travel industry places relies generally upon the country’s outdated exploration,
history, and its normal excellence of the places of interest. Bangladesh has countless
places of interest which pull in numerous individuals from everywhere over the nation
to come and visit and have an incredible encounter appreciating the beautiful
excellence of Bangladesh. It has given an enormous lift to the country’s economy
through the travel industry.

In Bangladesh, tourist attractions are including historical monuments, resorts,

beaches, picnic spots, forests and tribal people, wildlife of various species. There are
some activities for tourists include angling, water skiing, river cruising, hiking and sea
bathing etc. In the northern part, to comprise the Rajshahi division, there are
archaeological sites including the temple city Puthia in Rajshahi; the largest and most
ancient archaeological site, Mahasthangarh in Bogra; the single largest Buddhist
monastery, Paharpur in Naogaon; the most ornamental terracota Hindu
temple, Kantaji Temple, and many rajbaris or palaces of old zamindars. In the south-
eastern part which is the Chittagong Division, there are natural and hilly areas
like Chittagong Hill Tracts along with sandy sea beaches. The most notable
beach, Cox's Bazar is a contender for the title of longest unbroken sandy sea beach in
the world. In the south-western part mainly the Khulna Division, there is
the Sundarbans that is the largest mangrove forest of the world with royal Bengal
tiger and spotted deer. The historically and architecturally important sixty domed
mosque in Bagerhat is a notable site. In the north-eastern part Sylhet division, there is
a green carpet of tea plants on small hillocks. Natural reserved forests are great
2
attractions. In the winter, Migratory birds particularly in the Haor areas are also very
attractive in this area.

On the other hand, the hospitality industry is considered as one of the largest industry
in every nation and it can help the country gain additional economic improvements.
The hospitality industry refers to a variety of businesses and services linked to leisure
and customer satisfaction. A defining aspect of the hospitality industry is also the fact
that it focuses on ideas of luxury, pleasure, enjoyment and experiences, as opposed to
catering for necessities and essentials. The idea of tourism and other hospitality
business gave birth is both introducing the beauty of the country and at the same time,
maintaining its beauty for the sake of the future. Tourism and hospitality are very
favorable for the countries that are under the series of development and the people are
seeking for the opportunities, even if there are many challenges due to globalization.

In Bangladesh, there are three main sectors within the hospitality industry. First,
Accommodation sector is basic that includes hotels, bed and breakfast, motel, resort,
serviced apartment, time sharing etc. Second, Food and drink sector is based on
restaurants, catering, bars and café, tea and coffee shops etc. Third, Travel and
tourism sector is directly linked with hospitality that provides customer service
through travel agents, tour operators, cruises, car rental etc. Within this industry, there
are restaurant management, travel management and hotel management as different
types of management.

3
Intention of the Report
In the last few decades, the Tourism and Hospitality industry has grown multiple
folds. The tourism and hospitality industry has made sure that a traveler’s travel is
easy, fun, cost-effective and safe. In this report, there is discussed overall tourism and
hospitality industry. In tourism industry, there is mentioned all over attractive tourist
areas. In hospitality industry, there is indicated different areas and management within
the industry. The overview of hotel, tourism and hospitality industry, operational view
of different industry sections are discussed in later part.

Objective of the Study

Objective is required what our inquiry that tried to achieve is. An objective gives the
answers to how to do it. In this report, there are 2 objectives –
1. Primary Objective:
The primary objective of this report is to determine all over Tourism and
Hospitality Industry.
2. Secondary Objective:
The secondary objectives are-
● Identify the development of Tourism and Hospitality industry
● Measure the attractiveness to facilitate investments for the continuous
economic growth created by country
● Determine various changing factors before and after the pandemic situation
describe Bangladesh as a global tourist destination and its ability to attract
tourists from all over the world.

4
Chapter 2
 Overview of InterContinental Dhaka

 Overview of the Study Parts/Divisions

5
Overview of InterContinental Dhaka
A hotel is a well-managed establishment or building which provides a place to stay
overnight to their guests in terms of exchange for money. The provided features and
services are précised for guests that can vary quite drastically from one hotel to
another. Hotel owners generally have a goal to attract a particular type of customer
through their pricing model and marketing strategy or through the range of services
they offer. The hotel industry defines not only to hotels, but also too many other
forms of overnight accommodation including hostels, motels, inns and guest houses.
However, it does not usually include long-term or permanent forms of
accommodation.

In Dhaka, there are found around 320 hotels. There are different types of hotel. They
are family and business hotel, motels, resorts, luxury hotels etc. There are 3 star
hotels, 4 star hotels, also 5 star hotels available based on the class. The 4 star hotels
are Hotel Omni Residency, Platinum Residence, Best Western Plus Maple Leaf etc. In
our city, there are some luxurious 5 star hotels. Best hotels are Hotel InterContinental
Dhaka, The Westin Dhaka, Le Meridien Dhaka, Amari Dhaka, Radisson Blu Dhaka
Water Garden, Six Seasons Hotel, Pan Pacific Sonargaon Dhaka etc.

6
Hotel InterContinental Dhaka is the most prestigious luxury business and
convention hall. It is located in the prestigious downtown business district. The hotel
is beautifully designed boasted with Millennium modern outlook with a touch of local
culture. It is Featuring 226 luxury rooms and suites, a selection of restaurants offering
exquisite cuisines. They host events at the meeting spaces equipped with modern
facilities. Their outdoor temperature-controlled swimming pool and Health Club is a
perfect destination for business or leisure. They offer standard, executive rooms and
suits also. They provide 5 dine areas such as The Amber Room, Opus Lounge & Bar,
Aqua Deck, Elements and Café Social. They also give meetings and event facilities to
their guests.

Overview of the Study parts/divisions

In this report, there is described about tourism and hospitality industry. Now, this is a
huge industry. Tourism and Hospitality Management students are studied in this area
and go further in this industry.
There is a difference between hotel and hospitality industry. The difference is that the
hospitality industry is broader in scope and includes multiple different sectors. The
hotel industry is solely concerned with the provision of guest accommodation and
related services. The hospitality industry is concerned with leisure in a more general
sense. As a result, it covers accommodation, restaurants, bars, cafés, night-life and a

7
number of travel and tourism services. Due to the nature of hotel services, it is closely
associated with the travel and tourism industry.

Job in Hotel industry: Hotel jobs can vary, rewarding, engaging and many will also
offer fantastic long-term prospects. Nevertheless, it is important to find the role that
best suit guest’s preferences and skill set. One of the best ways to point the right job
within the hotel industry is to turn to dedicated hotel job boards and there is a wide
range of these services available online. In Dhaka city, there are growing luxurious
hotels. Carriers can be developed from here.
Personal Job Experience: Job experience is the most important thing for further
workings. I have 2 work experiences –
1. Recently, I have completed my internship in the “Hotel InterContinental
Dhaka” in Food & Beverage Service. My internship duration is around 3
months. My experience was the best in my life. Their environment is very positive,
motivating and refreshing. Internal bonding, their behavior was too good in the
hotel area.
2. Currently, I am working in “Amari Dhaka” in Food & Beverage Service. I have
completed 3 months here. Further now, it is a great journey in here. Everybody is
very supportive and try to help in work each other. Seniors are guiding to their
juniors. Overall environment is very positive here.

8
Chapter 3
 Methods

 Operational view of the Parts/Divisions

9
Methods
Report method or methodology refers to how data are collected, analyzed as well
whole a method of inquiry. This report is equipped in a detailed and methodical way.
Research Design
There are three types of research-
 Exploratory research
 Descriptive research
 Causal research

Our data collection method is descriptive type. It means the study helps to answer
specifically the questions regarding the research problem like what, when, where and
how.
Data Collection
There are two sources for data collection-
 Primary source
 Secondary source

The sources of our research are precisely based on secondary data that has been
collected from different articles and websites which provided us the best results in
finding out the purpose behind the report. We analyzed various topics over the
internet that shadows the topic at hand by analyzing and interpreting the information
which gathered from different hotels website.

10
Operational view of the parts/divisions
Tourism and Hospitality industry has break down into different sectors, such as-

 Accommodation and Lodging

 Food and Beverage(F&B) Services
 Convention & Event Management
 Travel Services

Tourism and Hospitality and its operational view:

By analyzing gathered data from business, government, industrial organization,

tourism impacts can be categorized into three main categories-

Economic impacts of tourism: The tourism industry has a huge economic impact
that continues to expand to new markets and destinations. In 2016, according to the
UNWTO, the total export value from international tourism amounted to US$ 1.5
trillion. Regions with the highest growth in terms of tourism dollars earned (2016 vs
2015) are Africa, Asia and the Pacific, the Americas Europe. Positive impacts from
this economic boom include robust foreign exchange, increases in income, and GDP
growth. Tourism can offer diverse employment opportunities, can develop with local
products, and is often compatible with other economic activities within a destination.
Tourism often injects money into the community that leads to secondary economic
development as well. However, there are also negative impacts. Property values may
increase to the point of unaffordability for local residents, and the seasonality of the
tourism industry may create a feast-or-famine economy. With any economy, if too
many resources are focused on just one industry, communities may be vulnerable to
any unexpected economic, social, or environmental changes.

Social impacts of tourism: In addition to the economic benefits of tourism

development, positive social impacts are including an increase in amenities (for
example-parks, recreation facilities), investment in arts, culture, heritage and tradition,
and celebration of indigenous communities. Tourism has also the potential to break
down language, socio-cultural, religious, and political barriers. Tourism can

11
contribute to a positive quality of life for residents and promotes a positive image of
the destination when it developed consciously.

Negative social impacts of tourism can include as change or loss of indigenous

identity and values, culture clashes, changes in family structure, conflict within the
community for the tourism dollar, and ethical issues including an increase in sex
tourism, crime, gambling etc.

Environmental impacts of tourism: Tourism impacts on the natural environment in

which it operates. In some destinations, there is a great appreciation of the
environmental resources as the source of the tourism industry, and such
environmental protection policies and plans in place. Tourism has helped to save
many delicate ecosystems and their flora and fauna. Preservation of these important
resources benefits not only the tourist but also the local residents as well. Even
though many areas of the world are conserved in the form of parks and protected
areas, tourism development can still have severe negative economic impacts.
According to The United Nations Environment Programme, these can include the
depletion of natural resources (such as water, forests etc.), pollution (such as air
pollution, noise, waste and littering etc.), and physical impacts (such as construction
activities, marina development, loss of biodiversity, and spread of disease etc.). The
environmental impacts of tourism can reach beyond local areas and have an effect on
the global ecosystem. One example can be increased air travel which is often
identified as a major contributor to climate change. Whether impacts are positive or
negative, tourism is a force for change around the world and the industry is
transforming at a staggering rate.

12
Accommodation and Lodging
Accommodation and lodging are including hotels and motels, resorts, cabins,
AirBnB/home away etc.

Hotel Types
Hotel type is determined by how it will function and what amenities will
include within the property. Size, location, service levels and type of business
or targeted market segments are additional classifications. Hotels might be
classified as a number of different variables. These variables are-

Type of Hotel: There are various classifications by hotel type including all-inclusive
hotels, all-suite properties, B&B/Inns, convention/conference centers, resort, extended
stay, full service, casino, limited service etc.

Size and Complexity: A hotel can be classified by the number of guest rooms it has.
Hotel sizes can be ranged from a small hotel with fewer than 50 rooms to a large
resort hotel with more than 1,000 rooms. The complexity of the hotel is determined
by the volume and number of additional revenue generating functions such as the
square feet of available conference space, number of F&B operations and additional
services and amenities like pools, fitness centers, spas etc.

Location: The location of a hotel can also determine the type of guest served. An
airport hotel may be very different from a city-center property in an urban
environment or a small quaint bed and breakfast located on top of a mountain.

Service Level: The level of service provided is also a key variable that ranging from
an inexpensive budget or economy hotel which may have limited services and
amenities to upscale and luxury hotels (full service hotels) with many services and a
wide range of amenities.

Market Segmentation: The characteristics of specific hotel types have to match the
needs of a particular traveler segment. Hotels adapt and diversify depending on the
markets they desire and need to drive occupancy levels and generate revenues. Some

13
hotels will specialize in a specific market segment, but most hotels will target a
combination of these segments in today’s competitive environment.

Consumer Ratings: Ratings are required for individual hotels. This is another form
of classifying a property. Forbes has traditionally awarded 1 to 5 “Stars”, 1 to 5
“Diamond” ratings. Additionally, many social media applications as like ‘Trip
Advisor’ offer hotel property ratings to consumers.

For hotel owners, taking a significant brand affiliation decision is very important. The
selected brand affiliation will largely determine the cost of hotel development or
conversion of an existing property to meet the standards of the new brand. It will also
determine a number of things about the ongoing operation including the level of
services and amenities offered, cost of operation, marketing opportunities or
restrictions, and the competitive position in the marketplace. For these reasons,
owners typically consider several branding options before choosing to operate
independently or to adopt a brand affiliation.

Another managerial and ownership structure is franchising agreement. A hotel

franchise enables individuals or investment companies (the franchisee) to build or
purchase a hotel and then buy or lease a brand name to become part of a chain of
hotels using the franchisor’s hotel brand, image, loyalty program, goodwill,
procedures, cost controls, marketing, and reservations systems.

Food and Beverage Services

The food and beverage sector is mostly known to industry professionals by its
initials F&B. The F&B sector grew from simple origins to meet the basic needs for
food and beverage services to increasing demand for unique experiences and broader
options. For diverse public interests, there is offering of the F&B sector. To increase
awareness and demand for organic, sustainable, local or craft options, food and
beverage sector continue to challenge this industry.

In order to better attraction and serve a diverse array of diners, the F&B industry
consists of a variety of segments. They are-

14
Quick Service Restaurants (QSRs)

Quick service restaurants are formerly known as fast-food restaurants. This prominent
portion of the food sector generally caters to both residents and visitors. It is
represented in areas that are conveniently accessed by both.

Fast Casual Restaurants

Fast Casual restaurants focus on higher quality ingredients than quick service
restaurants. They provide made-to-order food in an environment that does not include
table service. Customers usually queue and order at a counter. The seating area is
more upscale and comfortable.

Full-Service Restaurants

Full-service restaurants are the most fluid of the F&B operation types, adjusting and
changing to the demands of the marketplace. Consumer expectations are higher here
than with quick service restaurants. The menu offered are varied, but in general reflect
the image of the restaurant or consumer’s desired experience. Major segments
include-

 Fine dining restaurants are characterized by highly trained chefs preparing

complex food items, exquisitely presented. Meals are brought to the table by
experienced servers with sound food and beverage knowledge in an upscale
atmosphere with table linens, fine china, crystal stemware, and silver-plate
cutlery. The table is often embellished with fresh flowers and candles. In these
businesses, the average check which is the total sales divided by number of
guests served is quite high.

 Casual restaurants serve moderately-priced to upscale food in a more casual

atmosphere. Casual dining comprises a market segment between fast casual
establishments and fine dining restaurants. Casual dining restaurants often have
a full bar with separate bar staff, a larger beer menu and a limited wine menu.

 Family restaurants offer affordable menu items that span a variety of

customer tastes. They also have the operational flexibility in menu and
restaurant layout to welcome large groups of diners. An analysis of menu in
15
 family/casual restaurants reveals a high degree of operational techniques such
as menu item cross-utilization, where a few key ingredients are repurposed in
several ways. Both chain and independent restaurant operators flourish in this
sector.

 Ethnic restaurants typically reflect the owner’s cultural identity, Vietnamese,

Cuban, Thai, etc. The growth and changing nature of this sector reflects the
acceptance of various ethnic foods within our communities. Ethnic restaurants
generally evolve along two routes: toward remaining authentic to the cuisine of
the country of origin or toward larger market acceptance through modifying
menu items.

Institutional Food Service

Institutional food service is a large scale and often connected to governmental

(National Parks) or corporate level organizations. The institutional F&B sector
includes-

o Hospitals
o Educational institutions
o Prisons and other detention facilities
o Corporate staff cafeterias
o Cruise ships
o Airports and other transportation terminals and operations

Accommodation Food Service

This sector includes hotel restaurants and bars, room service, and self-serve dining
operations (such as a breakfast room). Hotel restaurants are usually open to the public
and reliant on this public patronage in addition to business from hotel guests.
Collaborations between hotel and restaurant chains have seen reliable pairings.

Restaurant Industry Profitability and Cost Control

A number of costs influence the profitability of an F&B operation. Cost control and
containment is essential for all F&B businesses. Demanding particular attention are
the labor, food, and beverage costs also known as the operator’s primary costs. In
16
addition, there is the cost of reusable operating supplies such as cutlery, glassware,
china, and linen in full-service restaurants.

Convention and Event Management

A convention is a large meeting of people with similar interests who meet for a
period of at least a few days to discuss their field. An event is a gathering at a given
place and time, usually of some importance often celebrating or commemorating a
special occasion. Both conventions and events can be extremely complex projects.
Over the time, the role of meeting planners has taken on greater importance. The
development of education, training programs, and professional designations such as
CMPs (Certified Meeting Planners), CSEP (Certified Special Events Professional),
and CMM (Certificate in Meeting Management) has led to increased credibility in this
business and demonstrates the importance of the sector to the economy. Meeting
planners may be independent contractors hired to facilitate the planning process, work
directly for the company full time to coordinate their meeting, or work for hotels,
conference centers and event venues directly.

The various tasks involved in meeting and event planning include-

o Conceptualizing/theming
o Site inspection & selection
o Logistics and planning
o Human resource management
o Security
o Marketing and public relations
o Budgeting and financial management
o Sponsorship procurement
o Management and evaluation

Meetings and Conventions

The tourism industry also has a long history of creating, hosting, and promoting
meetings and conventions that draw business travelers. In fact, Convention and
Visitor Bureau’s (CVB’s) work hard to attract these meetings and conventions to their
city to drive economic benefit for hotels, restaurants, entertainment venues, etc.

17
There are several types of such events includes-

o Conventions generally have very large attendance and are held on a

regular schedule but in different locations. They also often require a
bidding process. Political conventions are one such example.

o Association Meetings or Conferences are held regionally and nationally

for hundreds of associations or events focused on specific themes.

o Corporate Meetings will vary significantly in size and purpose and

include regional or national sales meetings, shareholder meetings,
training sessions, or celebrations. The location will vary depending on
the nature of the meeting. They may be held at an airport property, a
traditional corporate meeting facility or even an upscale resort.

o Trade Shows and Trade Fairs can be stand-alone events, or adjoin a

convention or conference.

o Seminars, Workshops, and Retreats are the examples of smaller-scale

events.

Travel Services

Transportation and travel services are another large element of the tourism industry.
This area includes cruise ships, airlines, rail, car rentals, and even ride sharing such as
Uber. Each of these segments is impacted significantly by fuel costs, safety issues,
load factors and government regulation. Tourism services support industry
development and the delivery of guest experiences.

Travel Agencies

A travel agency is a business that operates as the intermediary between the travel
industry (supplier) and the traveler (purchaser). Part of the role of the travel agency is
to market prepackaged travel tours and holidays to potential travelers. The agency can
further function as a broker between the traveler and hotels, car rentals, and tour
companies. Travel agencies can be small and privately owned or part of a larger
entity.

18
Online travel agencies (OTAs)

Online travel agents (OTAs) are companies that aggregate accommodations and
transportation options and allow users to choose one or many components of their trip
based on price or other incentives. Examples of OTAs include Booking.com,
Expedia.com, Hotwire.com, and Kayak.com.

Tour operators

A tour operator packages all or most of the components of an offered trip and then
sells them to the traveler. These packages can also be sold through retail outlets or
travel agencies. Tour operators work closely with hotels, transportation providers, and
attractions in order to purchase large volumes of each component and package these
at a better rate than the traveler could by purchasing individually.

19
Chapter 4
 Findings

 Recommendation

 Conclusion

 References

20
Findings
Tourism industry is one of the growing and potential drivers industries in the
economy of Bangladesh. In our country, November to June is the ideal time or
the peak season for tourism business. According to the tourist experts, the months
of February and March have long been the season mostly the real bad time. Tourism
industry may not deal with only one industry or sector. It is also connected directly
or indirectly with other industries as natural and man-made attractions,
transportation such as surface, water transport system and providers, accommodation
as like hotel, motel, resort, home stay etc., travel agencies and tour operators as
intermediaries, amenities providers such as telecommunication, restaurants, food &
beverage providers, entertainment facility providers etc. and others. In 2018, its
contribution in total GDP was 4.4% which is increasing gradually each year. The
international tourism expenditure was worth USD 1208 million which belongs to
comparatively moderate among the South Asian countries. But now this country has
to face a different scenario due to COVID-19.

There are so many factors to consider this industry description and representation. But
In this report, there is only focusing on the effect of before and after pandemic
situation of all over tourism and hospitality industry. Now, this is very recent problem
and it is affected whole world. In Bangladesh, as all other sectors, people involved in
the tourism business have started drawing a picture on estimated losses. With the
popular spots lying deserted, hotels closed and the tour operator and other
stakeholders have to stop their work. So, they could find themselves one of the worst
victims of this outbreak.
All internationals fights postponed their operations and domestic traveller’s had the
vulnerable situation on that time. Beside this, Tour Operator Association of
Bangladesh (TOAB) estimated that tourism sector of Bangladesh will suffer a loss of
around TK 5700 crore due to the pandemic. They estimated that around 40 lakh

21
people were employed in this sector including tour operators, travel agents, hotels,
motels, resorts, airlines, transportation, cruising etc. So, they are in great risk directly
or indirectly. As aviation, tourism, hospitality, transportation and accommodation
industries are internally linked to each other. All have to face trouble at their
business. Aviation had to cancel their fights; hotel and transportation are stopped due
to the lockdown.

Occupancy rate of all hotels were decreased as well as wearing a deserted look due to
the outbreak. According to the secretary of Bangladesh International Hotel
Association, this time was the peak season but due to Coronavirus, the occupancy rate
reduced by 30%. The crushing impact of Coronavirus on the travel industry has had a
devastating effect on hotels in Bangladesh. In Figure-1, the occupancy rate of hotel
Amari Dhaka sank almost 10% as shown. Since the outbreak began, the Six Season
Hotel already lost TK 1.5 crore. Occupancy rate of La Meridian Dhaka dropped from
90% to about 50%. Hotel industry had started to close their some unique services as
well as reducing the number of employees because this was impossible to settle the
payment of employee during this situation. Not only was the hotel, aviation industries
situation also in disastrous. The IATA estimated that global air transportation revenue
will be dropped by 11% in 2020. That means a loss of $163 billion dollars (IATA,
2020). They had also forecasted that around 25 million aviation-related jobs were at
risk globally. Due to this outbreak situation, flights had to cancel and stopped for long
time which causes losses for airlines. Airlines were obliged to suspend their
International flights as per Government direction. Government had cut air
connectivity with other countries to less the spread of Coronavirus in the country
which also creates losses for airlines. Different supportive organizations are trying to
estimate and forecast the losses of travel and tourism sector and finding out probable
recovery plan for reshaping country’s tourism industry. Pacific Travel Association
(PATA) Bangladesh Chapter prepared a statistics presenting COVID-19’s impact on
tourism and present tourism industry’s situation in Bangladesh. In our country,
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Tourism industry largely depends on domestic tourism. Around 10 million domestic
tourists travel each year and the turnover is around 35 billion in a year. International
travelers also cancelled their travel schedule due to coronavirus. Thousands of small
hotel, resorts, motel, travel agencies and other travel related organization have to
close their service due to this pandemic. Aviation industry was also going to face a
great loss which estimated as loss of 6 billion taka and around 2000 people involved
with aviation industry will become jobless.
The impact of coronavirus has proved so massive. It might be taken years for the
sector to return to its normal shape. So, the entire tourism and hospitality industry
needs to take necessary steps and plans to develop for recovering this estimated loss.

Recommendation
As tourism industry works with many other industries, it is not possible to any single
industry to recover the entire loss of tourism and hospitality industry. The loss will
recover very slowly. Based on the affected problem as pandemic situation and
improve the overall industry growth, there are some recommendations-
 Annual budget should be made carefully. Bangladesh govt. already announces
its annual budget for aviation & tourism industry.
 Proper utilization of this budget must be essential to recover the minimum
losses and complete all tasks.
 Offering discounts, packages to attract all domestic and international tourists to
earn more profits.
 Enough motivation should give all employees, co-workers so that they can give
their best to their customers, clients in different hospitality sectors. Unity is
working to face every kind of disasters and solve the problems.

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Conclusion
Tourism and hospitality industry is a growing and promising sector in Bangladesh. It
is a big sub-sector of the national economy. Though some infrastructural
development can sustainable, it is also important to ensure its proper growth. Without
maintaining proper growth, it might be lag behind in making its future contribution in
overall national economy. It is found that the contribution is already significant from
the statistical test. It can contribute further more in future if there is increasing more
employment, creating demand for accommodations and food, improving
transportation, and as whole branding of Bangladesh.

References
 Basic information from www.ihg.com (InterContinental Dhaka)
 www.bsl.gov.bd (Bangladesh Service Limited)
 www.biccbd.com (Bangabandhu International Conference Center)
 www.refine.com (Travel and Tourism Industry)
 www.welcomeskillsbd.com (Luxury Hotels in Bangladesh)

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