Department of Tourism and Hospitality Management

University of Dhaka

Food and Beverage: Industry Visit Experience at Sheraton Hotel

Course Title: Catering, Food, Beverage and Bar Management

Course code: 421

Submitted to:

Shakawath Hossain

Chief Executive Officer

Unique Hotel & Resort Limited

Submitted by:

Alif Areana

Id: 40

12th Batch.

Tourism and Hospitality Management,

University of Dhaka.

Date of submission: 10 December, 2023

INTRODUCTION

On the crisp morning of November 4, 2023, a group of 130 students from Dhaka University's
Business Faculty commenced a thrilling educational adventure at the prestigious Sheraton Dhaka,
a distinguished 5-star hotel in the heart of Dhaka. Arriving at 9 am via two buses, the eager
anticipation among the students was palpable as we prepared to delve into the intricacies of the
hospitality industry. This enlightening tour, meticulously organized by our course teacher for the
Food, Beverage, and Bar Management course, promised to offer profound insights into the
intricacies of the hospitality industry. Our journey commenced as two buses from Dhaka
University's Business Faculty transported us to the grand entrance of Sheraton Dhaka. Upon our
arrival, we were warmly welcomed in the luxurious Arial Room, where the air was filled with
excitement and anticipation. The General Manager and other esteemed leaders of the property
extended a gracious welcome, delivering a speech that set the tone for a day filled with exploration
and learning. To ensure a comprehensive understanding, we were divided into four groups, with
Group A being my designated team. Our itinerary included exclusive visits to key areas of the
hotel, such as the restaurant, kitchen, ballroom, and bar. Additionally, we were privileged to
explore the Presidential Suite, swimming pool, and lounge area, promising an immersive
experience of Sheraton Dhaka's diverse offerings. To enhance our experience further, Sheraton
Dhaka organized a delightful snack buffet after our thorough exploration of the hotel's diverse
areas. The delectable spread showcased their commitment to hospitality and provided a moment
of relaxation and indulgence. This exceptional experience, encompassing the hotel's luxurious
offerings and warm hospitality, wouldn't have materialized without the tireless efforts of our
course teacher. His meticulous planning made this journey into the realms of hospitality
management not only educational but also truly memorable. As we indulged in the hospitality of
Sheraton Dhaka, we were reminded that this amazing experience was a testament to the thoughtful
care and dedication of our teacher, who made it all possible. While we enjoyed the hospitality at
Sheraton Dhaka, we didn't forget to capture the fun by taking pictures all over the hotel. And to
wrap up our awesome day, we took a big group photo with the Sheraton Dhaka team – a perfect
ending to a day full of cool discoveries and yummy treats. The day held the promise of exploration
and discovery, setting the stage for a profound and enriching journey into the world of hospitality
management.
Visiting the Garden Restaurant: Unveiling the Art of Hospitality

Our exploration at Sheraton Dhaka commenced with a visit to the Garden Restaurant, a bastion of
elegance that had undergone a stunning transformation into a Halloween-themed spectacle,
embracing the spirit of the season. This culinary haven boasted both outdoor and indoor seating
options, complemented by a private dining room, each exuding its own unique charm. The capacity
to accommodate 400 people underscored the grandeur of the establishment. As we stepped into
the indoor section, the Food and Beverage Manager welcomed us and delved into the intricacies
of table setting, guest reception, and guest service. The manager emphasized the personal touch,
encouraging us to greet guests by name whenever possible. Amidst the elegant setting, the manager
illuminated the multifaceted nature of Food and Beverage (F&B) management, revealing its seven
distinct departments. This holistic approach showcased the comprehensive orchestration required
to deliver a seamless dining experience, extending our appreciation beyond the visible facets of
service. The session expanded to encompass the nuances of breakage control – a critical aspect of
maintaining operational efficiency. The manager elucidated the meticulous measures in place to
minimize breakage, ensuring that each element of the dining experience remained flawless. The
art of table setting unfolded, starting with the meticulous placement of a placemat followed by an
array of cutlery and four distinct glasses, catering to red and white wine, champagne, and other
beverages. The placement of glasses on the right side of the plate, and the thoughtful arrangement
of cutlery, demonstrated a commitment to not just functionality but also aesthetic harmony. A
comprehensive lesson ensued, covering the arrangement of eight cutleries, including knives,
spoons, and forks, each with its designated purpose. The manager navigated us through the
sequence of courses, from appetizers to desserts, detailing the subtle art of making guests feel
welcome and comfortable. This included the etiquette of receiving guests, taking orders, upscaling
offerings, and the intricate dance of serving each course. The restaurant's efficiency was further
revealed as we learned about the four stations dedicated to cutlery and plate arrangements, ensuring
seamless service for every guest. Understanding the nuances of different menu types and the art of
offering suggestions showcased the depth of our educational journey. The manager also shed light
on buffet dynamics, emphasizing techniques to upsell by strategically introducing premium items.
Our education extended to the intricacies of folding napkins, asking about food preferences, and
the fine balance of recommending dishes. The session concluded with a heightened appreciation
for the orchestration of a dining experience, where every detail, from the placement of cutlery to
the warm welcome extended to guests, played a vital role. The Garden Restaurant not only
delighted our senses but also unfolded the artistry behind delivering impeccable hospitality
GRAND BALLROOM

Our expedition through Sheraton Dhaka's opulent tapestry continued as we stepped into the
grandeur of the largest ballroom in Dhaka, a spectacular venue that resonates with the rhythm of
diverse events and gatherings. The Banquet operation Manager graciously welcomed us,
unravelling the enchanting world of banquets within the realm of Food and Beverage (F&B)
service. The Banquet Manager illuminated the distinctive nature of banquets, setting them apart
from the more familiar à la carte dining experience. Unlike the predictability of a standard menu,
banquets unfold with a dynamic ambiance that adapts to each event's unique character. From social
gatherings to corporate seminars and government events, the ballroom breathes life into every
occasion. The manager's insights deepened as we explored the diversity of service styles,
encompassing Silver, Russian, American, Guéridon, and French services. Each method revealed a
symphony of techniques, showcasing the precision and artistry that underlies F&B service. Amidst
the grandeur, we discovered that every day in the ballroom brings forth new learning experiences,
especially during mass programs that unfold with social, corporate, and government events. The
ballroom's vast capacity of accommodating 900 people was matched by its adaptability,
transforming its layout according to the nature of each event. Social gatherings embraced round
tables, while seminars and symposiums adopted a theatre-style arrangement akin to a cinema hall.
The versatility continued with training sessions featuring half-moon and boardroom setups,
U shaped and V-shaped formations, as well as the Hallow Square design for corporate meetings.
The manager painted a vivid picture of the meticulous planning behind banquets, detailing
arrangements such as the fishbone training setup and classroom style with journalist armchairs.
The outdoor possibilities unfolded with lawn-long or tracer tables, each spanning 6 feet by 2.5
feet, offering an al fresco alternative for certain events. The finale of our exploration into banquets
was the revelation of diverse service styles, from the classic Buffet and American or Course
Service to the more intricate French, Russian, and family services. The manager emphasized the
grandeur of Platter to Plate Silver Service, a pinnacle of sophistication, and the Guardian Service,
reserved for VVIP guests. In easy words, our venture into the ballroom not only unveiled the sheer
scale of events Sheraton Dhaka hosts but also shed light on the choreography behind each banquet.
It's a place where every event is a symphony of service styles, layouts, and exquisite offerings,
making the ballroom an ever-evolving canvas of hospitality excellence.
Exploring "On the Rock" Bar: A Fun Dive into Drinks and
Mixology

Our Sheraton Dhaka exploration led us to the chic and vibrant "On the Rock" bar, a sanctuary
where skilled mixologists curated delightful concoctions. Before immersing ourselves in the world
of spirits, our journey commenced in the lounge area—a relaxed space where we gained insights
into the diverse room offerings and the exclusive access granted to specific guests—a prelude that
hinted at the extraordinary experience awaiting us.

As we transitioned into the bar, we were greeted by the Assistant Restaurant Manager, a virtuoso
in the art of mixology. The ambiance exuded a laid-back vibe, reminiscent of the smoothness of
rocks—a feeling that enveloped us as we delved into the fascinating world of beverages.

The Assistant Restaurant Manager served up an engaging discourse on the varieties of drinks,
starting with the trifecta of beers—hybrid, lager, and ale. Spirits took the spotlight next, with a
lineup featuring whiskey, rum, gin, tequila, and vodka. The whiskey segment transformed into a
captivating display, showcasing renowned brands like Johnnie Walker in an array of captivating
colors. Vodka, once solely derived from potatoes, now flirted with creativity, incorporating a
medley of fruits. Rum unfolded its narrative, ranging from light to dark, each aged to perfection.

Tequila added its unique chapter—gold-aged and silver, boasting distinctive flavors. The
exploration of wines encompassed five distinct types—some tailored for post-dinner delights,
others for celebratory toasts, and a special Vermouth to precede a hearty meal.

The Assistant Restaurant Manager, in a lively demonstration, unveiled the secrets of crafting a
perfect margarita, turning it into an interactive and enjoyable experience for us. "On The Rock"
bar wasn't merely a venue for drinks; it was a vivacious journey through a spectrum of flavors and
merriment. Every sip narrated a colorful tale, transforming our time there into a genuine delight.
Here's to Sheraton Dhaka, where every drink becomes a miniature adventure in a glass.
Inside the Banquet Kitchen: A Culinary Adventure Unveiled

Our culinary journey at Sheraton Dhaka continued as we stepped into the bustling Banquet
Kitchen, a realm of sizzling pans, aromatic spices, and culinary wonders. Before delving into the
heart of the action, we were equipped with head coverings, ensuring a hygienic and immersive
experience.

Led by the Banquet Chef, our tour began with a comprehensive overview of the entire kitchen.
The attention to detail was evident as we were handed detailed event sheets, outlining every aspect
of the upcoming event, including a breakdown of the menu with pricing. It was a meticulous guide
that served as the kitchen's compass for the day.

Banquet orders, event details, and meticulous planning unfolded before us. The Chef walked us
through the process – from receiving banquet orders three days prior, procuring fresh ingredients
like vegetables a day in advance, to the early morning preparations that set the kitchen into a
rhythmic dance of culinary craftsmanship.

We witnessed the kitchen's hot production zone, where the magic happened – from savory main
courses to delectable desserts and pastries, each dish meticulously crafted to perfection. The salad
section stood as a testament to the freshness and variety that adorned the banquet table.

Cooking began well before the event, ensuring every dish reached the pinnacle of flavor. An
intriguing part of the process was food tasting, where the Executive Chef, Venue In-Charge, and
other key figures ensured that each dish met the highest standards.

Our journey continued with insights into buffet presentation – the careful orchestration of dishes,
maintaining optimal cooking and display temperatures, and the precise moment when the buffet
was sealed to preserve its freshness.

Temperature management was a key focus, with the Chef emphasizing the critical 65 degrees
Celsius operational mark. Waste management also played a crucial role, highlighting the kitchen's
commitment to sustainability.

In this culinary theater, the main course took center stage, cooked with precision and passion. The
kitchen was not just a place of cooking; it was a symphony of planning, preparation, and
presentation, ensuring that every event at Sheraton Dhaka was a gastronomic masterpiece. The
Banquet Kitchen was a testament to the meticulous artistry and dedication that went into crafting
unforgettable culinary experiences.