DECLARATION

I hereby declare that the work presented in this internship report is a genuine work done originally by me and has not been submitted elsewhere for the award of any degree. All sources of information have been specifically acknowledged by reference to the author(s) or institution(s).

….…………………..

Anand Kumar Yadav

20th Dec, 2013

ii

Recommendation

iii

Letter of Approval

iv

Internship certificate

v

ACKNOWLEDGEMENTS

As this report is completely based on my practical experience during my six months training in Hotel Soaltee Crowne Plaza, Tahachal, Kathmandu, Nepal in four major departments of hotel that includes Food Production, Food and Beverage Service, Housekeeping and Front Office

First of all I would like to place my sincere gratitude and whole hearted thanks to Soaltee Crowne Plaza Hotels and Resorts, Training Manager and entire management team who thought we are capable for doing this training as well as the staff who have imparted knowledge and skills, advice during my six months training period where I just didn’t felt myself as a trainee but as a member of this hotel.

As well as I would also like to thanks my collage Ritz Hospitality Management Collage, Balkumari, Lalitpur-9 for appreciating and selecting the hotel for our internship.

It has been a great opportunity to be as a part of Soaltee Crowne Plaza. Through my six month of training, the friendly environment and kindly support that they build around us has made my entire period a very good learning experience which I have gathered here will be a way of success and support in my life.

Once again, I would like to thank Hotel Soaltee Crowne Plaza for opening its door to us and our college Ritz Hospitality Management Collage for the guidance in selecting the hotel.

Anand Kumar Yadav

20th Dec, 2013

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TABLE OF CONTENTS

Page no.Declaration ii

Recommendation iii

Letter of Approval iv

Internship Certificate v

Acknowledgement vi

1. Brief Introduction of Nepal 11.1. History of Hotel Industry in Nepal 11.2. Possibilities of Hospitality Industry in Nepal 21.3. Hotels in Nepal: Hotels in Kathmandu 21.4. Tourist Activities in Nepal 31.5. Some Famous Tourist Destination in Nepal 4

2. Brief Introduction and History of Intercontinental Hotel Group 52.1. Overview 92.2. What are winning ways? 11

3. Introduction to Soaltee Crowne Plaza 133.1. Brief Information About the Hotel 143.2. Restaurants 153.3. Soaltee Amenities/ Facilities/ Special Features 163.4. Room Configuration Chart 203.5. Dimensions of the Rooms 22

4. Front Office Department: Introduction 234.1. Hierarchy of the Front Office Department 234.2. Front Office Sections and Functions 244.3. Standard Salutation for Front Office Department 264.4. Reservation Process 274.5. Primary Functions of Front Office Department 284.6. Action Plan of Front Office Department 284.7. Duties and Responsibilities of Front Office 284.8. Arrival and Departure Procedure 294.9. Discount Rates of Soaltee Hotel 30

5. Housekeeping Department: Introduction 315.1. Areas to be Cleaned and Maintained by Housekeeping Department 325.2. Organizational Chart of Housekeeping Department 325.3. Major functions of Executive Housekeeper 33

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5.4. 20 Steps Sequences 345.5. The Functional Sections of Housekeeping 355.6. Room Supplies and Amenities 385.7. Division of Soaltee Hotel Rooms 405.8. Room details 415.9. Types of Rooms at Soaltee Crowne Plaza 425.10. Cleaning Products used in Housekeeping 44

6. Food And Beverage (Service) Department: Introduction 466.1. Organizational Chart of F&B Department 466.2. Duties and Responsibilities of F&B Staffs 476.3. F&B Outlets at Soaltee Crowne Plaza 50

7. Food Production Department: Introduction 597.1. The Various Types of Kitchen at Soaltee Crowne Plaza 597.2. Brief Introduction of LSG Sky Chefs 617.3. LSG Sky Chefs-Kathmandu 617.4. Halal Certification for LSG Sky Chefs Facility in Kathmandu 627.5. LSG Sky Chefs-Kathmandu Customers 627.6. Food Safety Standards at LSG Sky Chefs-Kathmandu 627.7. Food Safety Practice 637.8. Hazard Analysis and Critical Control Point 647.9. Responsibilities of Quality Manager at LSG Sky Chefs-Kathmandu 66

Conclusion

viii

LIST OF TABLES

Page No.

Table 1: Brief Information about the Hotel 14

Table 2 Himalayan Wing room chart 20

Table 3: Princep Wing room chart 21

Table 4: Regal suites room chart 21

Table 5: Discount rates of soaltee crowne plaza 30

Table 6: Cleaning and maintenance areas 32

Table 7: Himalayan Wing room details 41

Table 8: Princep Wing room details 41

Table 9: Regal suites room details 42

Table 10: Banquet hall details 56

Table 11: Banquet setup details 57

LIST OF FIGURES

Figure 1: Bass red triangle logo 5

Figure 2: Hierarchy of the Front Office Department 23

Figure 3: Organizational Chart of Housekeeping Department 32

Figure 4: Organizational Chart of F&B Service Department 46

Figure 5: Flow chart of a flight kitchen 65

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ACRONYMS AND ABBREVIATIONS

IHG: Intercontinental Hotel Group

SPHC: Southern Pacific Hotels Group

HPT: Hospitality Properties Trust

ANP: All Nippon Airways

F&B: Food and Beverage

LSG: Lufthansa Service Holding AG

HCS: Halal Certification Services

GQS: Global Quality System

FSP: Food Safety Practices

HACCP: Hazard Analysis and Critical Control Points

GMP: Good Manufacturing Practice

CMCP: Critical Manufacturing Control Point

CCP: Critical Control Points

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