LAKE SHORE HOTEL & APARTMENT
Chapter-One 1.0 Introduction This report on “Lake Shore Hotel’s” is prepared as a requirement of the internship program in Lake Shore Hotel. This report consists of two parts, the organization part and the responsibility part. The organization part on set with an orientation to the report. This part encompasses the origin of the report, objectives, scopes, methodology and limitations. Lake Shore Hotel is one of the reputed Hotel in Bangladesh. I was assigned to work at the Lake Shore Hotel. The period I worked there is from 15 th March 2007 to 30th November 2007. A great deal of learning and on the Job experience is gained by working in marketing department of the Hotel. The staff and the management were extremely cooperative and courteous to me. 1.1 Objectives The objective of the internship report is gain practical knowledge through work experience and it is also an integral part of the BBA program. The report on a renowned 4 star boutique type hotel in respect of Lake Shore Hotel is emphasizing on my work experience. 1.2 Sources of Data The data sources are the both primary and secondary data sources. The Marketing department, where I have worked, mainly helped to provide data by both way. 1.3 Limitation: Time is the main limitation of preparing this report. The data collection also become a
problem because of the limited time.
Chapter-Two Organizational overview 2.1 Back Ground They are delighted that people have made a choice to stay at the Lake Shore Hotel and they also extend a warm welcome to you. People will find their rooms and apartments to be of International standard with impeccable service and attention to details, to make peoples stay
comfortable. 60 elegantly well equipped rooms, place of relaxation and comfort forming the infrastructure of modernized living , with business desk in every room, having internet connectivity and two phones with international direct dialing , mini bar , electronic safe and for safety smoke detectors , fire sprinklers and electronic door key. Their Restaurant offers a wide selection of Local and International cuisines. Also Menu offers a diversified variety of Continental, Thai, Japanese and Indian dishes with regular buffets and a la Carte dishes. Enjoy a fabulous dining experience with personalized service with of course great food. 2.2 Vision Lake Shore Hotel is a service based organization volume expansion is not applicable to this type of organization. The vision of Lake Shore Hotel for expanding geographically is by opening up hotels at different parts of the country. This will help and encourage more people to travel outside the city and see the beauty of our villages and the hills and the places of historical importance . 2.3 Mission Guests from abroad and city people who are busy with work all around the year will also take the opportunity to visit the different parts of the country. They can spend a small vacation outside the city in a peaceful place with the family and can enjoy the time with the different features of the hotel. Other people from other parts of the country will also be encouraged to travel more, specially to visit the capital Dhaka and enjoy their time. This way Lake Shore Hotel will serve the different segments of people. This will also help to create jobs and will relieve a bit of pressure due to unemployment from the country. This is the mission of the hotel. 2.4 Goal Every organization has long term goals. Lake Shore Hotel also have several long term goals. These goals are set with planned appropriate courses of action. These courses of action or the strategies Lake Shore Hotel follow can be termed as growth strategies. According to the management of Lake Shore Hotel their growth strategy is to expand geographically and provide more service to the guests and the people of the country.
2.5 Department In the Lake Shore Hotel division of labor is practiced both at the organizational level as well as the departmental level. That is, the entire Hotel management is first divided into departments and those departments themselves divide the different jobs within according to the specific functions that are to be carried out. The overall management of the Lake Shore Hotel is divided into five departments. 1. Housekeeping Department 2. Foods and Beverages Department 3. Marketing Department 4. Accounts Department 5. Human Resource Department There is a departmental head for each of the departments. All employees of a particular department are responsible to the departmental head. The housekeeping department has to perform several different tasks. These are cleaning, repairs, maintenance of existing facilities. Each of these tasks has been delegated to separate groups within the department. These groups specialize in the tasks that they are assigned and do not get involved in any other task. The food and Beverages department is under the supervision of the chief chef. This department has several different functions. These involve buying of food items, cooking, catering and room service. These functions are divided among the operation level employees according to their area of expertise. The Marketing Department is the department that is responsible for maintaining the rooms occupies, reservation, confirmation of reservation, conducting with the clients through email; communicate with the future clients by sales call. They also make sure that these rooms to be used for commercial purposes only. The responsibility of the employees of this department is to maintain a certain standard in all the rooms. The rooms are equipped with all the modern amenities of today and it is their responsibility to make sure all these amenities function properly and to the perfect satisfaction convenience of the guests.
Accounts Department is the most important department in the hotel. This is the department takes care of all financial activities of the Hotel. This department must approve all expenses and, therefore it has a controlling function over all the other departments. It provides all departments with the routine finances that are needed for all daily expense. If there are any non-routine or special expenses that must be incurred has to be overseen and decided upon by the Accounts Department. This department also has an additional responsibility to oversee quality management of the Hotel. It makes sure of proper expenditure of all resources. Human Resource Department is the very important work area of the organization. The employees of this department maintain the compensation, rewards, benefit, salary, time schedule, organizational discipline, relationship among employee and management, etc. All the departments of Lake Shore Hotel are ultimately under the control of the General Manager of the Hotel. The GM makes sure that all departments function according to policy and reports to the Managing Director Mr. Kazi Tareque Sams , h is father Mr. Kazi Shamsul Haque is the Chairman and also the owner of the hotel.
Chapter-Three
Job Responsibilities While Working In Lake Shore Hotel Responsibilities as Sales Executive •
Promote the business by building rapport with the clients.
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Take reservation and send the confirmation.
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Discover the new clients by continuous sales call.
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Assistant the department head in preparing sales budget.
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Prepare marketing plan and act accordingly.
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Developing daily basis data entry.
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Updating information in report.
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Attending client’s phone calls for further information.
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Helping and solving problems that face by clients.
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Filing necessary information of clients.
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Checking email.
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Keeping relation with different organization for sale purpose.
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Attending and following daily meeting.
Problems & Recommendation: Delegation of Authority Lake Shore Hotel has five departments. They are housekeeping department, Accounts and Finance Department,
Human Resource Management Department, Marketing Department
and Food and Beverage Department, Human Resource Department. Jobs of the hotel are structured according to these departments. The delegation of authority is different in each department. Housekeeping Department and Accounts Department of the Lake Shore Hotel have very low delegation of authority whereas Marketing Department and Food and Beverage Department have relatively high delegation of authority. The reason for these is illustrated below:Accounts Department have very low delegation of authority. The prime reason for this is because delegation of authority means losing control of top management and thereby will have very little idea about the work going on in the hotel. As this department compare the result of other department with the budgeted goal, top management may not have idea about other departments too. The decision of financing something big can make the hotel bear huge loss. This kind of decision must be taken by skilled and experienced personnel. To train lower level employees for becoming a manager can be quite expensive too and offset the profit of the hotel. An administrative cost is also incurred for new accounting system with the change in the structure of the organization. Considering all these factors Lake Shore Hotel Top management will want to keep the account department under their control. Housekeeping Department
have also very low delegation of authority by the top
management. This is due to the fact that most of the work of housekeeping that is maintenance of air conditioning, restaurants , banquet halls steam baths, reception, Billiard center ,Health Club . These works are quite formalized and every employee follow a certain procedure, so thew degree of specialization among the employees are quite high. As very less supervision is needed and not much decisions to make, top management can easily control the department and not feel any need to delegate the authority to the lower level employees.
Marketing Department is another department where employees are more concerned to make a good impression among the guests. Here the department must be made flexible so that it can adapt to any situation . When the authority is delegated to the lower level managers as they understand the work they can make decisions quickly. This kind
of decision making responsibility help them to gain skill and the exercise of
autonomy lead to managerial creativity and ingenuity. Here all the employees work for the same goal that is to serve the guest and decisions of managers are analyzed by the top management very regularly. Therefore there is an urgency of competency about who can impress the guest the most and be on the standard set by the top management . Food and Beverage Department is of authority is relatively high
in this department.
This is for the reason that this department also has to make an impression among the guests. They need to be very flexible so that they can make decision accordingly. Especially the foods must be prepared taking into account the taste of the people and the climate.
As the
employees are more involved with these work the delegation of authority help them to make decision at the exact time. This responsibility also makes them skilled and creative and like the Rooms Department competency among the managers are here also. The promotion reward encourage them to be with the goal set by the top management and want to impress the guest by serving the best quality to the guests. Problem When Controlling These departments have four bases under the control of General manager and managing director. These departments each have a departmental head and the departmental heads with Managing director and General manager form the core of the top management and decide upon the policies of the hotel. Managing director Mr. Kazi Shamsul Haque later approve the decisions by signing all papers. For day to day running of the hotel the lower level employees have a degree of authority make certain decisions. They also share information and interact with top manager as colleagues rather than subordinates. However, there are certain tasks that must be done with the approval of the top-level management. The four departments are Rooms department, Food and Beverage department, Housekeeping department and the Accounts department. In the department of housekeeping
and accounts there are many subunits however the degree of specialization in these units are high. Housekeeping department has subunits of maintenance section and purchasing section. Maintenance section contains of different segments as well: security, utilities, maintenance of elevators, engineers for electronics, maintenance of restaurants, dance floor and snooker tables. Here the security people are only concerned with security matters. Engineers are concerned with the smooth running electronic devices and equipment. Reception is under the housekeeping department and they are there to convey the information to the guest and listening to their plans and taking their orders. Due to this high degree of specialization of the employees, top management’s span of control is very high as they need to give very less attention to each employee. As the work is very routine, top-level management can directly monitor the work of housekeeping. The management can check employees’ work and reward them according to their efficiency. This housekeeping department also has a Purchases section. This section usually does not have to buy things as regularly as some of the other departments. Therefore, if it is necessary to buy any irregular or some expensive items like furniture, air conditioners employees inform the top management and they decide accordingly. Normally they together make an estimate and then top management ask the accounts to forward the money to the purchasing section. The Accounts department is another very important department of Lake Shore Hotel, which is directly controlled by the top management. In this department, very little authority is shared with employees of the department. Every employee in this department is quite concerned with their own work. The employees of the accounts section are busy producing statements of present cost, revenues and budget for future investment. There are also subunits of accounts section, which work with different departments to provide the necessary finances at the right time. Every department needs to buy their supplies so they need money to buy supplies from the market. Contacts between departments help the hotel too quickly to undergo the procedures and buy the items in question from the market. One of the important aspect of accounts department is keeping the information accurate and to set a budget. Accounts department employees normally collect information from different departments and past data to make a report. These reports are made to compare
the cost and the revenues of different departments. Employees here need to be very efficient, as they need to provide the report to the top management at regular intervals. Top-level managers usually compare the different reports to find out the problems and bright sides of the departments. Here the whole procedure is so systematic and formalized that very less supervision is required as top management can give attention to the whole department, their span of control is high. Top level management need report from the accounts around every week due to the fact that the hotel is a service based organization and are quite flexible in buying things. Every department buy things according to the situation and the top management must be aware of the cost. The report will help them to know where they are exceeding the budget or using excessive resources and management then can take rectify the situation. Therefore in these cases they have more authority as decisions of financing can sometimes be risky and have a bearing on the long time survival of the company. Top-level management may not take the risk of giving the authority to employees who are less skilled at managerial tasks as any unwise decisions may cause the hotel to incur losses. Environment & Organizational Design Every organization must operate within an
environment. There are competitors,
suppliers, customers and government each making demands on the organization. Our Lake Shore Hotel is operating within an environment and all these forces have an effect on the hotel's design too. The environment can be stable when new technology is rare and the need for innovation to stay ahead of competition is minimal. However the hotel's environment is always changing. The reason behind this is that the arrival of guests every month is very inconsistent. The arrival of guests can decrease or increase for number of reasons. This can change for political situation in the country and also for any international problem or relation among countries. A sudden epidemic disease or virus can also stop tourist to come to the country . Different meetings held in the city can suddenly bring lot of foreign guests in the hotel. Therefore these kind of sudden changes can not be predicted beforehand. Therefore, hotels always have to be adaptive for any type of sudden change. There is also a need to be always up to date on modern technology and facilities that can attract guests. The kind of things like Barber and Beauty zone, House Movies, Steam Bath, Banquet Hall , Gift Shop, Billiard Centre and Mini Bar are big attraction for guests and the leisure
time can be enjoyed with lot of fun. Hotel must also need to advertise frequently in different media with different offers so that they have been known by the people and have a good impression before the people. The popularity also bring lot of guests in a year and these guest normally do not go to any other hotel. The Lake Shore Hotel is thereby designed on the basis of current environmental situation. Though some departments
like Accounts
and Housekeeping departments are
quite dependant on the managers for the decision making and the degree of specialization is quite high. This is for the reason that
these departments are more concerned with the
internal function of the hotel than the external part.
Accounts work to keep the
accounts accurate and to send reports to top management about the cost incurred by different departments. Housekeeping department is more concerned with maintaining all the facilities of the hotel so they do not have to know much about the changes in the external environment . Two of the departments namely Rooms and Food and Beverage departments need to keep up to the change of the external environment. Rooms Department is a lot flexible to make decision according to the situation. As they have keep up to present trends and style, Rooms Department must always be up to date about guest’s choices and serve accordingly. As they buy very small things from toiletries to furniture their choices has to be perfect. The employees are quite involved with the work and the decisions are needed to be taken
every now and then the flexible structure is very effective in this case. The
managers' decision are checked by the top management by the reports from the room's department and accounts. Food and Beverage Department is also another department which work and keep up to change of the environment. As different foods are favorite different type of people and some food is popular at different times employees must keep up to the trend and taste of the people and how they most liked when served. These kind of small factors play a big role in making an impression. As in hotel people of different nationally stay every item must be served in the best way. Therefore decisions are taken every now and then about different items of food and that is more effectively taken by the employees
with the authority. This organizational structure not only help to cope sudden change in the environment taking the decision accordingly but also improve their skill and creativity The marketing department is directly involved with serving the guests staying at the hotel therefore, the making of a good impression is very important in this department. The employees need to make sure that everything is presented to the guest in perfect order they must serve the guest with the best quality service possible. Therefore all the supplies must be bought beforehand and serve at the right time. This department is completely service based and therefore the lower level employees have a degree of authority with specific responsibilities. They must take decisions quickly according to the situation and help make the procedures less complex and more flexible. Promptness and efficiency is of the utmost importance to maintain a high standard in this department. Food and Beverage Department is responsible for the preparation of all the food that is served in the hotel and its restaurants. This department has subunits like catering department, beverage department and the purchasing team to go with every department. Purchasing team very important in this department as they have to buy food and beverage from all kinds of market. The food they buy is very important as the quality of the food makes the most of the impression. As the buying is done regularly, manager in this level must’ve authority with specific responsibility to make the decision as they employees are more empowered; span of control of top management becomes very narrow. As the degree of specialization decreases then more attentive supervision is needed. Catering and beverage department as a whole decide how they are going to prepare and serve the food to the guests. The additional managerial responsibility makes the chefs more skilled and creative about their work and they organize the other employees under their supervision according to the needs of the hour. The top management according to the report of accounts on previous weekly or monthly expenses sets the budget. Later the actual results are also compared with the forecasted budget and feedbacks from the guests and corrective steps are taken to take care of the problem areas. This helps the lower level managers as they get good feedback from the top-level managers can take necessary actions for the future. Their work is closely associated with the accounts department because their monthly expenditure is quite high as a they need to buy at regular intervals.
This kind of management structure not only helps the hotel to be flexible and adaptive and at the same time allows the Top-Level Management to be in full control of the overall running of the Hotel. This hybrid structure allows the employees to be efficient while being mindful of the ultimate goal. Strategies & Organizational Design Every organization has specific objectives and goals and a strategy to achieve them. Our organization Lake Shore Hotel has also set out appropriate courses of action to achieve these objectives. Every organization
need to be designed according to the plan or
strategy and Lake Shore has also structured their departments and the functions according to the strategy.
Lake Shore Hotel is a hotel which follow one of the three general strategy and that is the strategy of focus. Strategy of focus means that they are following the strategy where partly they want to be different from their competitors with the different special features, which attract and impress everyone. Being also low in cost the hotel has and added advantage over their competitors in this very competitive market. As Lake Shore Hotel is the only 4 star hotel in Dhaka it is quite unique by itself. The facility it has
is of international standard
and
is quite attractive to for guests. The
different type of rooms in the hotel gives the guests a chance to choose the options that are suitable to them. Every room is unique with different
combinations of color and style. The
furniture and other equipments like air conditioners and refrigerators are placed in the most convenient space and the whole room is organized in a way that is convenient for every guest who come to stay. As this hotel is renowned for its services, employees are quite efficient and take step immediately whenever they found a guest is uncomfortable with something. Food and Beverage of this hotel is very popular too . It is due to the fact that there are more than three restaurants in the hotel serving different type of food. Their Restaurant offers a wide selection of Local and International cuisines. Also Menu offers a diversified variety of Continental, Thai, Japanese and Indian dishes with regular buffets and a la
Carte dishes. Enjoy a fabulous dining experience with personalized service with of course great food. There are also other attractions which help the guests to spend their leisure time with lot of fun. As the organization is designed according to the strategy , attraction
like
steam bath, snooker movie theatre help every guest to enjoy the time the way they want to. These kind of attraction under
control. Therefore
also need efficient workers who keep all the things
the housekeeping employees are more formalized and
specialized than other departments and are quite concerned with their work only. Guests are also taken outside the city to visit the beautiful places of the country this help to give the guest
a very beautiful and
remember able memory about our country
Bangladesh. All these different feature help them to be unique and lot different than hotel of their rank. There are some big 5 star hotels in the city like Sonargaon, Sheraton, Radisson, and Westin who also have al these facilities. However, the costs in the Lake Shore hotel is quite reasonable and much lower than the costs in all the 5 stars. This help them to attract lot of foreign and local guests specially the one who plan to stay longer than a week or a month in the city. Every organization have long term goals. Lake Shore Hotel also have several long term goals. These goals are set with planned appropriate courses of action. These courses of action or the strategies Lake Shore Hotel follow can be termed as growth strategies. According to the management of Lake Shore Hotel their growth strategy is to expand geographically and provide more service to the guests and the people of the country. As is a service based organization volume expansion is not
Lake Shore Hotel
applicable to this type of
organization. The plan of Lake Shore Hotel for expanding geographically is by opening up hotels at different parts of the country. This will help and encourage more people to travel outside the city and see the beauty of our villages and the hills and the places of historical importance . Guests from abroad and city people who are busy with work all around the year will also take the opportunity to visit the different parts of the country. They can spend a small vacation outside the city in a peaceful place with the family and can enjoy the time with the different features of the hotel. Other people from other parts of the country will also be encouraged to travel more, specially to visit the capital Dhaka
and enjoy their time. This way Lake Shore Hotel will serve the different segments of people. This will also help to create jobs and will relieve a bit of pressure due to unemployment from the country. To follow this strategy the hotel management have been developed into a
flexible
one. Due to their hybrid structure they are adaptive to different situation and cope with any difficult situation. This way the hotel is already getting prepared to take the big step for the future. A strong network will then be produced around the country with a chain of hotels and whenever one will travel from one city to another they will always have the option of choosing to stay at the Lake Shore Hotel. This will not only help to have an advantage over its competitors but also to become a big name outside the country. SWOT Analysis Strengths: •
Highly trained employees-
Employees recruited for the hotel are highly trained and educated. They are totally devoted and motivated for the good of the Hotel. •
It is financially supported by its mother concern-
The Lake Shore Hotel is a part of a corporation. The Hotel is financially backed by its mother concerns like Golden Goose so, if any financial disaster catches the organization then it would be possible for the company to get out of it. •
Brand Name-
The Hotel is very new in the business. So it is true that it is barely old but the brand name has helped the Hotel to get established faster than any other business like itself. •
The Sophisticated Environment-
When someone will step in to the hotel the first thing that will catch him by amazement is the sophisticated environment hotel. There is a touch of rich color is everywhere but nobody would find it a sore to the eyes. According to the owner this is because he wants his consumers to feel sophisticated as long as they are staying in this Hotel of his.
•
Well Connection of the Departments-
They authority says that The Lake Shore Hotel is a hotel of 21 st century. It is indeed true because they actually implemented new technologies to serve the customers in a better way. All of the departments of the hotel are actually connected through the Local Area Network(LAN). So anytime a department wants to communicate with another department then they just have to rely on the Computer that’s it. •
Facilities-
The Lake Shore Hotel offers the services of a four star hotel (****). They have the facilities of Mini Bar, Steam Bath, Snooker, In house Restaurant. Weaknesses •
Lack of Promotion-
The Hotel is not well promoted in the media. They actually depend on the mouth of speech of the previous customer. •
Opportunities
•
Hotel business is rapidly changing in this new era of Globalization. More and more people are traveling freely beyond boundaries for the purpose of business.
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The Lake Shore Hotel is the only Four Star Hotel in Bangladesh so they always have the opportunity to increase their facilities and services take it to a step further.
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The Company can enhance it’s image by being more socially responsible. This will increase the reputation of the company.
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They have a future plan of opening branches inside the country and other countries in south east Asia. This way they will be able to increase their market segment.
Threats •
The Hotel is very new so it will have to fight to gain the market share with already established other Hotels.
•
Other Hotels that are in the similar status of The Lake Shore Hotel are doing more promotional works to promote their services. Compared to that The Lake Shore Hotel is doing very little to promote themselves.
•
The Current Economy of Bangladesh is very unstable the business are not growing in the country moreover many businesses are actually leaving the market, so in this situation The Hotel Will have to be very proactive.
•
Political instability in the country is a major threat to any businesses in the country. Whenever the government changes they produces rules and regulations which are really bad for the businesses of any particular area.
•
The number of new comers in Hotel business is increasing so the Lake Shore Hotel will have to differentiate themselves from the competitors to survive properly in this business.
Analysis The Lake Shore Hotel is a sole proprietorship business. The Chairman is the owner of this establishment. Under him is the MD and GM of the hotel who actually oversees the day to day running of the hotel. The MD and GM have chosen functional departmentalization as the base for designing the organizational structure. The functions of the hotel are Sales service, Food and Beverage, HRD, Housekeeping and Accounts. The departments are divided among these functional lines and different jobs are classified accordingly.
The Marketing department is an indispensable part of any hotel. This is the section that takes care of all the information about the room for the guests. The employees have a degree of authority and freedom to work in the way that is satisfactory to the guests.
Here, the
operational level workers need to be very imaginative and often have to improvise according to the demands of the guests. Therefore, specialization is very low and the employees follow a flexible form of departmental procedure. However, the Marketing department has to report all expenditure to the Accounts department. The Food and Beverage department like the Rooms department has to be very flexible in the way they operate. They have to consider the customers’ preferences as their first priority. Therefore, they have a decentralized structure. The authority is basically in the hands of the chefs who control the other operation level employees. However, the frequent expenditure that they have to incur makes it necessary to coordinate more frequently with the Accounts department. For this reason the accounts department has to monitor this section more closely.
The Housekeeping department is directly controlled by top-level management. Here, the degree of specialization is very high and the tasks are much formalized. Very little authority is delegated to the employees. Whenever a maintenance problem occurs and the employee thinks of something should be added then they have to apply for the addition to the decision makers of higher authority. So, whenever a spontaneous decision making is needed then it takes time to implement it. This is a very big problem for the centralized House-keeping department. But since they don’t have to do the purchasing thing more frequently that’s why this department can’t be dictated much by the accounts department. The Accounts department controls the financial aspects of the entire organization. Here, the official policies are very strictly adhered to. The entire department is much formalized, because they have to exert varying degrees of control on the other departments as far as the finances are concerned. This section also has some quality control functions, and therefore, has to follow the company policy to the full extent. Specialization is very high and employees hardly have any scope for flexibility. Conclusion After taking a look at the Lake Shore Hotel’s organizational structure, it remains needless to say that it is still young but as a young business its performance is laudable. As time goes by, Lake Shore Hotel would settle in and use its experience to eliminate the loopholes in its organizational design. With its vision of Managing long-term growth and expansion, Lake Shore Hotel is Director sure to explore new horizons where it will capitalize on its strength , improve its weakness, eliminate the threats and make use of what opportunities have to offer. Appendix
General Manager
Departmental Structure
Manager Marketing Dept.
Manager House-keeping Dept.
Manager Food & Beverage Dept.
Manager Accounts & Finance Dept.
Operational Level
Operational Level
Operational Level
Operational Level
SOME PICTURE OF LAKE SHORE HOTEL & APARTMENT