An Internship Report on

Front Office At Downtown Rotana, Manama BAHRAIN

in the partial fulfillment of the requirement for the degree of

Bachelors of Hotel Management (BHM)

Submitted to Office of the Dean

Faculty of Management
Pokhara University

Anupa Baju

Medhavi College
PU Registration Number:2018-2-15-0465
PU Roll Number: 19150156
Sankhamul, Kathmandu

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 DECLARATION

I hereby declare that the intern report on “DOWTOWN ROTANA”

submitted is my original work and the project report has not formed the
basis for the accord of any diploma or degree and it does not breach any
existing copyright act.

………

………

Anupa Baju

Roll No: 19150156

BHM 7th Semester

Pokhara University

Medhavi College

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 Medhavi College
Affiliated to Pokhara University

LETTER OF APPROVAL

This is to certify that the Internship Report on “Downtown Rotana” is

submitted for the partial requirement for award of the degree of Bachelors
in Hotel Management from Pokhara University. This Report is a record of
practical internship carried out by Ms. Anupa Baju [PU Reg No. 2018-2-
15-0465] under my supervision is accepted in term of quality and forms.
No part of the Internship Report has been submitted for any degree,
diploma, title or recognition before.
She is permitted to submit the Internship Report.

…………………

Jaya Ram Khanal

(Principal)

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 ACKNOWLEDGEMENT

This report is the assurance of my internship in Downtown Rotana,

Bahrain, Manama . This report is my own activities and experience
gathered during my internship.

I would like to express my deep gratitude to Mr. Jay Ram Khanal and Mr.
Prakash Adhikari who assisted with their valuable suggestions and
numerous ideas with valuable time while preparing this internship report.
This internship report has highly helped me to gain knowledge of the
hospitality industry. I am indebted to our coordinator Mr. Prakash
Adhakari and whole Medhavi College family for the great opportunity to
experience this type of practical and necessary work which will be
beneficial in my future career.

Also, I would like to thank our Director Manager of Front Office Mr.
Mohamed Halawa and Asst. Training Manager Ms Zainab of the Hotel for
giving me the great chance to carry on my bachelor level internship in
Downtown Rotana, Bahrain, Manama. Similarly, I would like to thank all
the department heads for giving me the great chance of getting hands on
experience in working in the different department of the hotel. My grateful
thanks go to the entire Management Team and Human Resource
Management of the Hotel.

Finally, I would like to express my sincere thanks to all who help me by

their valuable guidance, inspiration, constructive comments and moral
support throughout my research period of my internship report.

Sincerely,

Anupa Baju

PU Exam Roll No:19150156

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A. Mid term Internship Report
TABLE OF CONTENTS

TITLE PAGE ………………………………………………………i

CERTIFICATE OF ORGANIZATION ……………………………ii

DECLARATION ………………………………………………….iii

LETTER OF APPROVAL ………………………………………...iv

ACKNOWLEDGEMENT………………………………………….v

ORGANIZATIONAL PROFILE:………………………………….vi

1.

Introduction of the Organization and Location

2.
3.

Organization Vision, Values and Brand Promises

4.
5.

Type of Organization

6.
7.

Working Department

8.
9.

Team of working Department

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 10.

INITIAL WORK EXPERIENCE…………………………………..vii

OBSERVATIONAL LEARNING………………………………….viii

CHALLENGES …………………………………………………….ix

CONCLUSION AND RECOMMENDATIONS ……………………x

vi. Organizational Profile :

1.Introduction of the Organization
Located in the heart of Manama’s bustling financial district, Downtown Rotana
is ideally situated for both business and leisure travelers within walking distance
of local businesses, historic sites and the famous shopping hub of Manama
Souq, Moda mall and The Avenues. Bab Al Bahrain, Bahrain World Trade
Centre and Bahrain Financial Harbor are only a few minutes’ walk away and
Bahrain International Airport is just a 20-minute drive.

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The 26-storey hotel boasts floor-to-ceiling windows throughout offering
commanding views of the city. All 243 rooms and suites are furnished to the
highest degree, giving guests the cosines and warmth of home, as well as the
splendor and modern five-star that can only be offered at Rotana.
Figure 1: Downtown Rotana, Manama, Bahrain

Five distinctive food and beverage venues

 City lobby lounge

 Flavors on Two Restaurant

 Teatro Restaurant

 Club Lounge

 Alto Bar

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Bring an elevated dining experience to the city. In addition 1,250 sqm of
meeting space including a ballroom with natural daylight and a spacious pre-
function area, seven meeting rooms and a business center provide meeting and
event solutions for all requirements. Guests with recreation in mind can access
Bodylines Fitness & Wellness Club, exercise in the fully equipped gym or take
a dip with a view in the rooftop swimming pool.

Figure 2: Location Map Of Downtown Rotana, Manama, Bahrain

2.Organization Vision, Value and Brand Promises

Rotana LIFE , Rotana Values
Long term
We are committed to creating and nurturing lifelong relationships with our
owners and partners, colleagues, and guests. We are focused on delivering
moments that will be remembered for years to come.
Innovative

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We acknowledge that each one of our owners and partners, colleagues, and
guest is different. We respond accordingly by striving to create new ways to
meet their individual needs.
Friendly
We share a passion to serve and provide an experience that is genuine and
above all friendly. We always have time for our owners and partners,
colleagues, and guest, as we would do for a friend.
Ethical
We always treat our owners and partners, colleagues and guests with the utmost
respect. We act with integrity every day, in each moment, in every way.
VISION of Downtown Rotana
To be the Leading Hospitality Management Company recognized for its unique
blend of world-class standards with genuine hospitality and for its truly
treasured experiences provided for guests, colleagues and owners.
BRAND Promises of Downtown Rotana
Treasured Time
In today’s busy, pressured world, time is our most precious commodity. How
and with whom we choose to spend it is perhaps one of the most important
decisions we make in our lives. At Rotana, we have chosen to acknowledge this
fact by embracing the challenge of making all time spent with us, Treasured
Time. This means that we pledge to understand and meet the individual needs of
all who we deal with. In so doing, we strive to continually build long-term
relationships with our owners and partners, our colleagues and, of course, our
guests. Treasured Time is Rotana today.
3. Type of Organization
Downtown Rotana hotel is a city hotel , which is based on its name itself with
5-star rating, determined by hotel rating organization. And this hotel is
established to provide different types of services like, accommodation , meals
and other services to both business and leisure travelers. This property has long
been a favorite for most Middle East travelers and Europeans where this hotel
was awarded as best Business Hotel of Bahrain in 2022 by Business travelers .
It has various modern facilities and services like :

 24-hour Front Desk

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 Currency Exchange

 Safe deposit lockers

 Doctor on call

 Mail and postal service

 Luggage store

 24-hour Gym or fitness center

 24-hour Room service

 Laundry and valet service etc.

4. Working Department
Front Office Department
The front office is typically composed of customer-facing employees, such as
the marketing, sales, and service departments. Because the front office has the
most direct contact with clients, it is responsible for generating the bulk of
revenues for the firm.
In Downtown Rotana, different guests come from different countries mostly
from the Middle East side . Most of the guests make their reservations in this
hotel through various online websites like Booking.com, TripAdvisor etc by
checking out the reviews. There are many guests who visit us again. We
mention them as regular guests or like CIP, VIP, VVIP . Top notch quality and
services, hotel staff following up the SOP (standard of performance), ways of
dealing with different guests and ways of solving their problems, making them
feel as family or creating a friendly environment and so on are the main reasons
behind it.

5.Team of the Working Department

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 Figure: Front Office Organizational Chart Of Downtown Rotana

 Front Desk: It is responsible for all check ins, check outs, maintaining guest
accounts, and assisting guests with their inquiries and requests.
 Guest Service: Guest Services make sure that they collect all the
information on the guest inquiries and special requests, assist with bookings
of any kind, offer travel assistance and make their stay in the hotel an
enjoyable and unforgettable one.
 Bell Desk: Mainly responsible for transporting and safe keeping of the guest
luggage. Further responsibilities are organizing the transportation to and
from the hotel, helping the guest with excursions and guided tours in the
town.
 Valet Parker: They are responsible to park and return guest cars in
appropriate manner and welcome or assist guests promptly, efficiently,
courteously and professionally.
 Telephone Operator: It is the main switchboard of all incoming calls of the
hotel, the telephone operator is responsible to direct all the incoming lines to

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 the guest rooms or the internal extensions. The telephone operator is also
responsible for the wakeup calls, receiving and delivering the messages in
the timely manner.
 Club Rotana: Club Rotana is a hotel within a hotel that offers lavish
personalized hospitality, harmony and all the extras that make the stay
memorable. Club Rotana is located on the 24th floor with 05 dedicated
executive floors which are 22, 23, 24, 25, 26 including spacious rooms with
180 degree view. It is open from 7:00 am to 11:00 pm every day.
The following are the Club Rotana facilities:
 32” colored TV with multi satellite channels

 Complimentary daily newspapers and magazines

 Complimentary late check out till 18:00 pm (subject to availability)

 Unlimited internet access throughout the hotel.

 Dedicated meeting room with comprehensive facilities

 Morning snacks from 10:00 am to 15:00 pm , afternoon snacks from

15:00pm to 18:00 pm and evening cocktail hour food from 18:00 pm to
21:00 pm where it will include very happy hours 19:00 pm to 21:00 pm
providing alcoholic beverages.

vii. Initial Work Experience

 When I first arrived here, I found that the real field and the practical we
had done were far different from them, it was more different in reality.

 I found that there were more and different types of things to deal with
the guests in the front office, their requests were so new and different
to me.

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 The best part was escorting the guests to their room. I really enjoyed
that part, interacting with different people was so motivating for me to
work.

 The system (software) of the hotel was also new for me, I was a bit
confused and excited to use the software. Learning the check in and out
process was also a very good experience for me.

 Later after 3-4 months I felt a bit more learned and more experienced
and felt really good to work in a real field and to explore the things that
we had learned before theoretically.

 I find the real field more advanced and more difficult than we read and
that we did practically.

viii. Observational Learning

 The hotel's general appearance and condition.

 The quality of the staff's customer service and facilities the hotel has to
offer, like a gym or pool.

 The organization and style of the visitor rooms and public spaces.

 The extent to which privacy and security safeguards are in place.

 The standard and range of available foods and drinks.

 The varieties of hotel outlets, which serve different tastes and give
different experiences.

 The accessibility offered to visitors with disabilities.

 The range of technology and entertainment alternatives and their

accessibility.

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 Managing the visitors arrival and departure.

 Greeting the visitors, leading them to the room, and bidding them
farewell.

 Ensuring a formal welcome for clients, guests, and visitors.

 Coordination of room cleaning with the housekeeping department.

 Filling out registration cards for visitors who have reservations for
lodging or assisting visitors to do so.

 Placing together a surprise gift and amenities on the occasion of their

special day like wedding , anniversary, birthday and so on.

ix. Challenges
 The main challenge there for the first is the language barrier, most of
the Arabic people don't understand the English language.

 Another challenge is lack of knowledge of guest body language.

 The management of guest expectations while guaranteeing effective

check-in and check-out procedures is one of the biggest problems in
front office hotel operations.

 Controlling room inventory and making sure that rooms are prepared
and cleaned promptly present another problem.

 The most common challenges faced in front office hotel operations are
related to customer service, staff training and development, and
technology.

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 Customer service is a key challenge for any hospitality business as
guests expect high levels of professionalism from the moment they
enter the property.

x. Conclusion
I am glad to be in this profession. And I am proud that I made the right
decision to pursue a Bachelor's Degree in Hotel Management. While
studying at each university, I underwent various training courses that
showed me the right way to reach my goals.
The area of a business that interacts with customers is called the front
office. For instance, a company's front office operations include its
customer service, sales, and industry specialists who offer advice services.
The majority of a company's revenue is often produced by front office
activities. The front desk staff handles all business dealings between the
hotel and its visitors. The staff welcomes the visitors, attends to their
needs, and leaves them with a positive first impression of the hotel.
The personnel working in this division are clearly apparent to visitors. The
front desk staff handles all business dealings between the hotel and its
visitors.

Recommendations
Downtown Rotana Hotel is located at the heart of Manama, Bahrain. Near
the bustling streets and business centers around , just 2 minutes of walk
from historic Bab Al Bahrain Gate and Popular historical and local
markets where the people here mention it as Souq . The Hotel offers
rooftop swimming with pool view, city view and also sea view as well as
25th floor rooftop Alto Bar.
During my internship, I developed diverse attitudes and skills that would
not have been possible without the support and cooperation of the above
people. Based on my performance, observations, i give recommendation
such as:

 Hotels should not order long duty (more than 9 hours) except in
exceptional cases.

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 All employees in every department involved must be well coordinated
and cooperative.

 There should not be any discrimination between employees and

trainees regarding holidays, public holidays and sick leave.

 There should be equal rights to everyone in the department.

 Organizations need to use new technology and new systems instead of

old systems to keep up with the competing industries.

B. Logbook

Pokhara University
Medhavi College, Kathmandu-Sankhamul, Nepal
BHM Internship Student’s Logbook
Name of Student: Anupa Baju Hotel: Downtown Rotana
Duration: From 16-03-2023 To. 16-09-2023

From
16-
03-
Date: 2023 Dept./Area
Responsibilities
To of Activities
16-
09-
2023
First,we join the orientation program for
onboarding and knowledge
1st Week
sharing ,which also involves assigning to
our respective workplace, which helps us
Front Office to know the hotel structure about the
Mar
Department outlets and the facilities that we provide
to our valued guests. Then we
concentrate on developing relationships
with the front and back of the house

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 teams and by assisting senior
personnelll, we put our attention on
becoming successful and Productive.
Beginning of the second week.They
handed me the Front Office hand
book,where every newcomer or
beginner should go through once to
know every detail about the
Organization and the nations as well, like
2nd Week
Bahrain ruler, rotana values, Rotana
vision,conditions of work, performance
review,who’s is who corporate office ,
procedures to check in and check out ,
colleague development, Front office
evaluation and goals, Rotana rewards
program and so on.

In the Third week, we were provided Job

safety analysis training which is
mandatory for all the associates.
The training makes use of tools,
equipment, and other elements that
could be found in the workplace.
3rd Week This instruction is provided to us so that
we can operate the many devices that
hotels have like Mostly we front desk
agents use pc and I’d scanner , printer ,
document scanner , key maker, credimax
machine etc.

This week after the long process of

training theoretically through hand
4th Week
books and other formalities, finally I got
a chance to work as a front desk agent

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 myself with the colleagues who are so
supportive and hard working . I did my
first check in and check out with the
proper procedures like by Verifying their
transaction and needs .
This week I got to know that our
department have briefings every evening
just after the heavy check in and out ,
where in that briefing we usually go
through the daily sheet of hotel which
includes every information like how
5th Week many VIP arrivals and departures also
CLUB ROTANA arrivals and departures
hotel occupancy, hotel outlet and
change in the prices etc. and if there is a
guest complaint on certain things the we
discuss with manager on how to Handle
such situations.

Attended training regarding informational technology, and

6th machine. Encouraged
Week to share tools, knowledge and techniques to operate machines
that enhance the operation of organization.

In this week, I started to learn everything that is required to be a

appropriate agent of front desk who can handle every task of the
day like, checking out the reports, send the mail of amenities to
7th the room service , check with the room status and inspections for
Week upcoming guest , safebox locker, dealing with the departure
timings , handling the guest complaints, wake-up calls , update of
guest transportation, check the traces if there is some you can do
then resolve it.
Same as 7th week, handling the telephone calls of the various
departments and internal, external guests and transferring the
8th

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Week
calls to the appropriate departments.

From this week the hotel was full for a month by the Ferrari
group because the F1 race will always be in Bahrain and that’s
9th why, I did the same thing as 7 & 8 week to extend my knowledge
week further in the desk and be more confident and develop my
communication skills.
They hand over me my personal user account of the software
Opera, where after every transaction I did will be recorded in the
10th system life daily checked in and checked out also room change or
Week move any changes did on the guest account which is made by the
reservation team like change in their rates and additional
breakfast or club lounge access etc.
11th Same as 10th week.
Week

Hotel was not busy these weeks because it was already full by
F1 racing team and I was getting advantage to learn slowly
and gradually like how to make or encourage the walk in guest
12th Week stay and select our hotel to spend their vacation or weekends
like to proof the guest that this property is the best for them
also how to encourage them to upgrade in executive rooms
and club rotana etc.
Same as 12th week.
13th Week

This week was quite busy because F1 race was over and every
guest who were for f1 race were checking out like in group so
that time I experienced how it really feel to handle such
14th Week
situations and at the same time we have to encourage every
checkout guest to give us the reviews which will directly help
the property to grow.
Just after the F1 group checked out from that day onwards
every weekend of Bahrain Wednesday, Thursday, Friday
15th Week
people from Kuwait, Saudi Arabia or we can say every Middle

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 East country started to come to their neighboring country
that’s why we used to get so busy on morning shift as well as
afternoon. We must check out and check in at the same time
where I must make the guest wait for half an hour because
the room was not ready. So that’s how it went.
This week, a catch-up meeting for interns was held. For
performance and briefings as well as to discuss any questions
or issues that have arisen during the internship. So, our
16th Week
manager then asked us everything that was being taught until
the day to make sure that we are getting proper knowledge
and can handle the front desk.
As a intern trainee we were facing challenges dealing with the
every Arabic guest also the new joiner employee of other
departments so managers decided to give some classes for
Arabic languages, I was quite interested on it but
unfortunately I couldn’t get enough time to join thus I myself
17th Week
tried to learn basic like greeting and replying the guest in
appropriate manner also I learned numbers in Arabic so that I
can make it confirm with the amount and room numbers also
time with Arabic guest who couldn’t even understand the
numbers. So that’s how it went.

Not only morning and afternoon shifts we

18th
Week
have to involve ourselves in every shift as to
get experience, so sometimes I was getting
only 5 hours sleep because of my duty shift,
then my manager started keeping me in the
night and evening shift where I learned how
to make the attachments of guest I’d in
their profile and close every no post of the
guest account check the every guest email
address and contact details so as to send
invoice and get feedback , we basically need
only promoters guest to grow the industry .

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 And I learned to do night audits and charge
the VCC virtual credit card.
Following the Previous work, on this week I
learn how to create the paymaster accounts
and other for the group or company
payments for that we should check with the
19th manager first and make it in their
Week permission because usually manager on
duty will check with the finance and
revenue just for confirmation due to which
we won’t get involve in huge loss or
problems in the future.
As the Middle East is full of Arabic or we can
say Muslims so the Ramadan hits and
accordingly the hotel occupancy got hit to
20th
Week
like 10, 20% per week. So we were just
getting training and everything like Rotana
career, special for specials, area treasured
time, area hotel life etc.
I was so proud that I was joining the charity
program held by our hotel where we
donated foods and drinks to the workers of
21th the construction site who were not able to
Week get proper food to eat and working every
day in this burning heat at the same time, I
felt so sorry for their conditions.

This week I joined Club Rotana which is for

these VIP, CIP, VVIP guests or those guests
who were staying at the executives rooms
and also who got upgraded to the CR. I was
looking at the evening shift where I must
place every food tag and alcoholic beverage
22thWeek
during happy hour, it is buffet style but as
per the request I serve them. So, my
manager gave me a chance to get some
service experiences as well from CR which is
a part of FO, also I do check in and check
out from there
23rdWeek
On the 23rd week, I was still in Club Rotana,

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 I think for next 6 months I will be handling
this Club Rotana because I requested before
to our manager to provide me the chance to
Front office get service training as well, so I was
September Department continuing with my duty and learning with
which department I should cooperate the
most while sitting and looking after the Club
Lounge.

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