Practicum Report

On
“Comprehensive report on front office activities of Four Points by Sheraton Gulshan/Dhaka”

Prepared for
Prof. M Aman Ullah
Chair
College of Tourism and Hospitality Management (CTHM)

Prepared By
Md.Mominul Islam Shehath
ID # 13111036
Program: BATHM

IUBAT—International University of Business Agriculture and Technology

15th April, 2018

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 Practicum Report On

“Comprehensive report on front office activities of Four Points by Sheraton Gulshan/Dhaka”

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15th april,2018
Chair
CTHM—College of Tourism in Hospitality Management
IUBAT—International University of Business Agriculture and Technology
4 Embankment Drive Road, Sector-10, Uttara
Dhaka-1230, Bangladesh

Subject: Letter of Transmittal.

Dear Sir,

This is a great opportunity as well as immense pleasure for me to submit my report

titled“Comprehensive report on front office activities of Four Points by Sheraton
Gulshan/Dhaka”.I am privileged enough that I have got sufficient experience and efficient
professional team as well as opportunity to work with them at Front Office Department at Four
Point by Sheraton Gulshan/Dhaka to learn their front desk operation and procedure effectively.

I have tried my best to show my skill, which is achieved by four (04) month and make this
Practicum Report logistic and informative enough. I hope that this report will fulfill your
expectation. I express my heart full gratitude to you to go through this report and make your
valuable comments.
Finally, I would like to assure that I will remain standby for any clarification, explanation as and
when required.

Thank you for your kind assistance.

Yours sincerely

Md.Mominul Islam Shehath

ID # 13111036
Program: BATHM

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 Attachment Certificate

ACKNOWLEDGEMENT

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 The successful completion of this report is the outcome of the contribution of the number of
people to whom I am grateful and thanks them from the deep of my heart. So, I would like to
take this opportunity to thank all those people who helped me in preparing this report on
“Comprehensive report on front office activities of Four Points by Sheraton Gulshan/Dhaka”

. First of all I would like to express my all praise to the Almighty Allah my Creator, Sustainer to
whom we all have to return.

I am very thankful to Prof. M AmanUllah, Chair, CTHM- College of Tourism and Hospitality
Management to give me an opportunity to complete my internship program at Four Point by
Sheraton Gulshan Dhaka. I would like to express my gratitude and respect to Mohammad
Yusuf Hossein Khan, Faculty of CTHM—College of Tourism and Hospitality Management,
who was supervised and guided me to prepare my practicum defense report. Without his
guidelines it would not have been possible for me to prepare this report in the present design.

I would like to give special thanks to Professor Dr. M. AlimullahMiyan, Vice Chancellor of
IUBAT—International University of Business Agriculture and Technology, and Mohammad
Abu Horaia, Coordinator of CTHM—College of Tourism and Hospitality Management for
giving me all the support during this Four Month internship program.

I would also like to pay my gratitude to the Front Office Manager of the Four Point by Sheraton
Gulshan Dhaka, Md.Reaz Hasan, Duty Manager Mr. Gautam Sarker, Reservation Manager
Md.Rashidul Islam, Guest service agent Mohammad Musa, Mand Mr. SaifulIslam who gives
me lots of opportunities to accomplish Front Office operation knowledge, also trained and
guided me about front office work.

Last but not least, I would like to convey my gratitude to all my faculty members of IUBAT,
friends and hotel associates who gave me good advice, suggestions, inspiration and support to
complete this report.

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 STUDENT DECLARATION

I am Md. Mominul Islam Shehath, bearing ID # 13111036 a student of BATHM program at

IUBAT—International University of Business Agriculture and Technology. This is to inform
you that the report named “Comprehensive report on front office activities of Four Points by
Sheraton Gulshan/Dhaka” has been prepared for partial fulfillment of my practicum not for any
other purpose. This report contains the practicum works, which has been performed by me and
this has not been submitted or copied elsewhere for any purpose. Hence, it is strictly prohibited
to copy, duplicate or uses this report without prior permission.

Md. Mominul Islam Shehath

ID # 13111036

Program: BATHM

SUPERVISOR DECLARATION

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This is to certify that Md.Mominul Islam Shehath bearing ID# 13111036, S/O Md. Reaz Hasan
has completed his internship (Practicum, THM-490) from Four Points by Sheraton
Gulshan,Dhaka as a Trainee in the Department of Front Office from 17 th February , 2018 to 17th
June, 2018. He has successfully completed his Practicum Report under my supervision. During
my supervision I found his punctual, hardworking and sincere. I pray and wish to Almighty
Allah for his success and better future career.

I hereby declare that I have checked this report in my opinion; this report is adequate in terms of
quality and scope for the award of Bachelor of Arts in Tourism and Hospitality Management
(BATHM) program.

Mohammad Yousuf Hossein Khan

Asst. Professor
CTHM—College of Tourism in Hospitality Management

IUBAT—International University of Business Agriculture and Technology

4 Embankment Drive Road, Sector-10

Uttara, Dhaka 1230, Bangladesh.

TABLE OF CONTENT

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 PREFATORY PART (PAGE: I- XII)

Topics Page

Title Page I

Cover Page II

Letter of Transmittal III

Internship Completion Certificate IV

Student Declaration

Supervisor Declaration VI

Acknowledgement VII

Table of Contents VIII – XII

List of Illustration XI

Executive Summary XIII

INTRODUCTORY PART (PAGE: 01-09)

1 Introduction 1

2 History/Overview 1-2

3 Objective of the Report 2

3.1 Broad Objective
3.2 Specific Objective

4 Background of the Report 2

5 Methodology 2-3
5.1 Primary Sources

5.22 Secondary Sources

6 Limitations of the Report 3

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1.9 The Tourism Industry 5

1.10 The Hospitality Industry 5-6

1.10.1 Definition and concept of Tourism and Hospitality 6-8

1.11 History of Hotels in Bangladesh 8-9

1.11.1 Current Situation of Hospitality Industry in Bangladesh 9

ORGANIZATIONAL PART

2.1 About Global Four Points by Sheraton 10-11

2.2 About Four Points by Sheraton Dhaka/Gulshan 12-14

2.3 Board of Directors 14

2.4 Brands 15

2.5 Foundation 15

2.6 Location Map 16

2.7 Location by Satellite 17

Swimming Pool 18-19

Fitness Centre 20

2.8 Services 20

2.9 Departments of Four Points by Sheraton Dhaka/Gulshan 21-23

2.10 Room Category & Tariff 24-30

2.11 Restaurants 30-35

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2.12 Meetings 36-37

2.13 Other Services and Facilities 37-38

2.14 Fire Escape &Payment System 38

TASK PART

3.1 Front Office Layout and Design in Four Points by Sheraton 39-41
Dhaka/Gulshan
3.2 Front Office Service Equipment’s & Furniture’s Used inFour Points 41-43
by Sheraton Dhaka/Gulshan
3.3 Organogram of Front Office 44

3.4 Organizational Structure of Front Office Operation at Four points by 45

Sheraton Dhaka/Gulshan
3.5 Components of Front Office Department 46-48

3.6 Front Office Terminology 48-57

3.7 Relationship between Front Office Department & Other 58-59

Departments in Four Points by Sheraton Dhaka/Gulshan

3.8 Front Office Function in Four Points by Sheraton Dhaka/Gulshan 59-61

3.9 Duties and Responsibilities Performed During Internship inFour 62-67

Points by Sheraton Dhaka/Gulshan

3.9.1 Morning Shift 67-69

3.9.2 Evening Shift 69

3.9.3 Night Shift 69-71

3.9.4 Night Audit Serial 71

3.10 Front OfficeDuties and Responsibilities 71-76

3.11 Forms and Formats of Four Points by Sheraton Dhaka/Gulshan at 77-84

Front Desk
REPORT PART (PAGE: 85-86)

4.1 Methodology 85

4.1.1 Primary Sources 85

4.1.2 Secondary Sources 85

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4.2 Findings 85

4.3 Recommendations 86

4.4 Conclusion 86

SOURCES (PAGE: 87)

5.1 Sources 87

5.1.1 Work Cited 87

5.1.2 Bibliography 87

APPENDIX (PAGE: 88-91)

6.1 List of Abbreviations & Photos 88-91

LIST OF ILLUSTRATION

Sl. No Illustrations Page

1 Front View of Four Points by Sheraton Dhaka/Gulshan 12

2 Location Map 16

3 Location by Satellite 17

4 Swimming Pool 18-19

5 Fitness Centre 19

6 Front Office Department 20

7 Platinum Suits Bed Room 28

8 Bath Room 28

9 Dining Table and Tea Makers 29

10 Office/Telecom And Entertainment 30

11 Restaurants 31

12 Payment System and Contact Information Four Points by Sheraton 35

Dhaka/Gulshan
13 Meeting 36

14 Front Office Layout and Design in Four Points by Sheraton 39-41

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 Dhaka/Gulshan
15 Organization Of Front Office 44

16 Organization Structure of Front Office Operation at Four Points by 45

Sheraton Dhaka/Gulshan
17 Telephone 47

18 Bell desk 47-48

19 Computer systems used in our hotel reservation 65

20 Guest Information 70-73

21 Software Report Sample 76

22 Form & Formats of Four Points by Sheraton Dhaka/Gulshan 77-84

23 Photos 89-91

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 EXECUTIVE SUMMERY

Four Points by Sheraton Dhaka/Gulshan is a new five-star hotel, conveniently located within the
prime diplomatic and commercial zone of Gulshan. The embassies, high commissions,
multinationals offices, and shopping malls are within easy walking distance. Take advantage of
our prime position just 8 kilometers from Shahjalal International Airport. Four Points by
Sheraton is one of the fastest-growing hotel brands in the business. Four Points by Sheraton is a
brand of upscale hotels targeted towards business travelers and small conventions. It is owned by
Starwood Hotels & Resorts, which is a subsidiary of Marriott International. The group operate more than
300 hotels worldwide under the Four Points by Sheraton brand. They aim to be a trusted industry
leader for Responsible Business in all our various interactions. This hotel contains all the modern
equipment’s and has all the necessary services that need to satisfy the guest. There are different
departments in the hotel that altogether provide guest 100% satisfaction and plays a great role in
running the functions of the hotel very impeccably. In this report I have discussed about front
office operation in Four Points by Sheraton Dhaka/Gulshan. I have worked in front office
department of this hotel and tried my level best to discuss the function and working procedure of
the department. main objective of this report to suggest a flexible model to improve the existing
Front Office Department of Four Points by Sheraton Dhaka/Gulshan. At last, conclude the report
by mentioning some limitations of this study and give some recommendation about how

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efficiently this hotel can improve the service. By maintaining some conscious steps Four Points
by Sheraton Dhaka/Gulshan can build their brand higher than any other 5-star and they can do so
because they have all the needed resources just need some proper and conscious caring of them.
Overall the future of Theme Resort/Hotel business is looking good, because as people get busier,
they will be more willing to visit these theme Hotel.

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