Ijaz Final Report

8/16/2019 Ijaz Final Report

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INTERNSHIP REPORT ONPAMEER HOTEL SWAT

SUBMITTED BY

Ijaz ur Rehman

DEPARTMENT OF TOURISM & HOSPITALITYHAZARA UNIVERSITY, MANSEHRA

SESSION 2012-2016


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IN THE NAME OF ALLAH,

MOST GRACIOUS AND

MERCIFUL…………………………………………………….

Internship Certificate


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CERTIFICATE OF APPROVAL

This is certified that the work contained in this report entitled “ Internship report on

the P ameer Hotel Swat” was carried out by Ijaz Ur Rehman Roll No: 27154 under my

supervision do hereby accept the thesis in the present form, as satisfying the

Internship report for the award of degree of BS Tourism & Hospitality.

Supervised By:

Signature: _________________ Name: Mr. MOHAMMAD ALAMDesignation: Lecturer

HOD T&H Signature: _________________

Name: MR. ASIF KHANDesignation: Head 0f the Department.


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ACKNOWLEDGEMENT

First of all i praise to almighty Allah who is the most generous and merciful who endowed

me with the strength to prepare this internship report.

I would like to acknowledge all who help me while preparing this report i am also thankful

to faculty of T&H Mr. Asif Khan HOD, Mr. Mohammad Alam, Mr.Anas for their valuable

time, advice and information.

I would like to thanks sir Mohammad Alam for managing this internship program. i am very

thankful for encouragement you gave me in my shakily moments.

I offer cordial and profound thanks to my parents and grandparents for their love, prayers,

encouragement and constant financial support. I am thankful to my class fellows

Ijaz ur Rehman


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D D E E D D I I C C A A T T I I OO N N

I I d d e e d d i i c c a a t t e e t t h h i i s s h h u u m m b b l l e e e e f f f f o o r r t t t t o o m m y y T T e e a a c c h h e e r r s s ,, P P a a r r e e n n t t s s a a n n d d B B r r o o t t h h e e r r s s w w h h o o s s e e l l o o v v e e a a n n d d e e n n c c o o u u r r a a g g e e m m e e n n t t e e n n a a b b l l e e d d m m e e t t o o

a a c c h h i i e e v v e e s s o o m m u u c c h h o o f f s s u u c c c c e e s s s s ..


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ABSTRACT The aim of this report is to work with an organization to achieve practical experience and

for the award of Bachelor Degree as well as to observe the function of the hotel. Pameer

hotel is using a Computerized and manual system as well to handle hotel processes. All the

information about reservation details, guest details, room services, room types, staff details,

billing details, payment details are recorded in Computer and keep records in hard in archive

room services. Other Services are offering by Pameer like Tour, Restaurants, Roof Top

Barbeque (Local Cuisine), Car parking, Laundry, Daily News, Internet Facility (Wi- Fi),

TV, etc.

Tourism the commercial organization and operation of holidays and visits to places of

interest. The set aims and objectives are to be achieved within the framework of a

sustainable Development which respects the natural and human environment whilst at the

same time, maximizes the benefits to the national economy and society and protects the

environment. As with regards to the local communities, economic growth and increased

overall Commercial and social activity are expected to have a positive impact on the quality

life of the indigenous population and on all aspects of their social and cultural activities .

Ijaz ur Rehman


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Table of Contents

Acknowledgement ..................................................................................................... vii

Table Of Contents ........................................................................................................ x

Pameer Hotel Swat..................................................................................................... 12

1.1 Introduction.......................................................................................................... 12

2.3 Main Lobby.......................................................................................................... 13

1.2 Hsitory Of Pameer Hotel ..................................................................................... 13

Pameer Hotel In Kalam.............................................................................................. 14

Research Methodology .............................................................................................. 15

2.1 Introduction.......................................................................................................... 15

2.2 Background Of Study .......................................................................................... 15

1.2 Purpose Of Study ................................................................................................. 15

2.3 Scope Of Study .................................................................................................... 16

2.4 Methodology ........................................................................................................ 16

2.4.1 Source Of Primary Data.................................................................................... 16

2.4.2 Source Of Secondary Data................................................................................ 16

Services Ion Hotel...................................................................................................... 17

3.1 Role Of Front Office ............................................................................................ 17

3.1.2 Steps Of Check-Out Procedure ......................................................................... 18

3.1.3 Front Desk Equipment ...................................................................................... 19

3.2 Recommendations................................................................................................ 19

3.3 Food And Beverage Department ......................................................................... 19

3.4 Pameer Hotel Menu ............................................................................................. 20

3.4 Kitchen ................................................................................................................. 25 3.5 Sales And Markiting ............................................................................................ 26

3.6 Accounts .............................................................................................................. 26

3.7 Purchasing............................................................................................................ 26

3.8 Security ................................................................................................................ 26

3.9 Housekeeping....................................................................................................... 27

4.9.1 Guestrooms/Floors ............................................................................................ 27

4.9.2 Public Areas ...................................................................................................... 27


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4.9.3 Rooms ............................................................................................................... 28

4.9.4 Confrence Room ............................................................................................... 28

4.9.5 Suit Rooms Of Pameer Hotel............................................................................ 28

Swot Analysis ............................................................................................................ 29

4.1 Strength ................................................................................................................ 29

4.2 Weakness ............................................................................................................. 29

4.3 Opportunities ....................................................................................................... 29

4.4 Threats ................................................................................................................. 30

4.5 Conclusion ........................................................................................................... 30

4.6 Recommendations................................................................................................ 31

References .................................................................................................................. 33


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: 1

PAMEER HOTEL SWAT

1.1 INTRODUCTION

Pameer hotel is located in heart of Mingora and out lock of the building is clean, visible

and very impressive. Building is having barbeque Gurdon carpeted with ever green

grass, surrounded by lights with good security system. Gurdon contains 20-30 stairs and

made on the roof of car parking, more than 30 cars can be parked at a time. The building

of Pameer hotel consists of 4 floor and basement.

It is located in the main city it Mingora district Swat, it some distance away from the

main bus terminal at Mingora. On the basis of location we can categorizes it as

downtown hotel. Because there is hustle and bustle of people, traffic as well. It is

commercial area and heart of the city that every guest likes to stay here to easily reach

the government institutions, private offices, business industries, shopping malls,

entertainments centers and so on. On east side Swat judicial complex are located which

is one kilometer away from Pameer hotel. Saidu group of teaching hospital,

administration offices, public library, archeological museum of Swat, Saidu Baba, post

graduate Jhanzeb College Swat, university of Swat, and Swat medical college are

located within four kilometer distance from the hotel. Natural sites of Marghazar were a

famous white house hotel situated away it the distance of 14 kilometer from Pameer

hotel. In the north side at two kilometer distance a public park named Fizzagut as

located. There are few more places worth seeing like Kalam, Bahrain, Madyan,

Maindam and Malamjabba which are located from various kilometer distances away

from the hotel.


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2.3 MAIN LOBBY

Figure 1 Lobby of Pameer Hotel , Swat

The lobby of Pameer hotel was first time designed in 1981 and decorated with Achar

and Diyar wood. Roof has designed with wood paneling. In 1993 lobby was redesigned

with chinar and amlok wood and was and floor of lobby covered with wooden tiles.

Carpenter had done an excellent job; the siting capacity of lobby area is more than 50

persons. Lobby is well furnished with sofas and tables. Office for managing director and

accountant are located in lobby.

1.2 HSITORY OF PAMEER HOTEL

Swat Pameer hotel initiated by Haji Aziz Ur Rahman in early 1980’s. Haji Aziz Ur

Rahman invested huge amount on expensive imported fittings. Due to distinguished

feature of the hotel and good tourism arrival in Swat Pameer hotel became famous in the

area. Due to terrorism devastating flood in swat area Tourisms and hospitality industry

adversely affected as like other industry. Pameer hotel also effected and it ran out of

business.


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After the successful operation in Swat in July 2009, the eternally displace people and

owner of Pameer hotel return to Swat. Pameer hotel was opened again it the same

location with new management in the heart and business hub of picturesque valley of

Swat Mingora city. Peace is now prevailing in Swat, which has given an opportunity to

Pameer hotel renovate and refurbish the building including infrastructure to the standard

hotel.

The aim of the management’s undefeatable determination has been successfully

achieved by restoring its old galore and reputation that it enjoyed since its inauguration

back in 1980 when it was considered as a landmark in the area. Recently in year 2013

Pameer hotel start wedding hall and also seminars hall, meeting rooms build in hotel

which brought tremendous changes in the business of Pameer hotel.

PAMEER HOTEL IN KALAM

Pameer hotel in Kalam is located in the bank river side of Swat. It is situated in natural

beauty. Which serve food and beverages sensually. It is small property which consists of

10 guest rooms, one small size restaurant and 8 employees. It generates good decent

income.


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Chapter: 2

RESEARCH METHODOLOGY

2.1 INTRODUCTION

Internship is a program requiring a student to work in any organization for at least one

month in order to apply the theoretical knowledge gained in class room to the real world

situation.

The internship is followed by a report writing which is integral part in fulfillment or

requirements for degree in Bachelor in tourism and hospitality.

The internship is followed by a report writing, which is presented to Hazara University .

My internship report is about Pameer hotel swat.

2.2 BACKGROUND OF STUDY

Tourism and hospitality industry as a grooving industry in the world now a day’s.Tourism and hospitality is considered very important in Pakistan also. Pameer hotel swat

was established in 1981. Now a day’s Pameer hotel is playing a vital role in hos pitality

sector.

The primary purpose of our study to understand the peculiar nature of a specific business

organization, the problems faced by that organization and the possible remedial actions, as

my study as to find all facts upon which analysis of the organization is to be based.

1.2 PURPOSE OF STUDY

The basic purpose was to work in an organization and to compare the theory and

application of the management knowledge in real life situation .another purpose was to

improve my skills related to work environment. To get experience and get training in

work related task. Similarly to study all the hotel departments in depth see there

mechanism and get familiarity with organizational cultures.


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2.3 SCOPE OF STUDY

The internship of two month is not a sufficient time for understanding the overall

organization’s functions; however main emphasis of this study was on to study the

practical working in Pameer hotel swat. This report will help student in future tounderstand tourism in hotel management practices in our country.

2.4 METHODOLOGY

For the purpose of writing this report, I used the following method for data collection.

2.4.1 Source of primary data

a) Personal observations

b) Discussions with staff of Pameer hotel.

2.4.2 Source of secondary data

a) Brochures of Pameer hotel

b) Magazines and books

c) Documents published by Pameer hotel

d) Internet (www.pameer.com.pk)


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Chapter: 3

SERVICES ION HOTEL

3.1 ROLE OF FRONT OFFICE

It is the first place of contact for the guest. As they say “first impression is the last

impr ession”. The front office plays a vital role in the hotel. Check -in and check-out are

handled in this department. In many hotels the reservation is also taken at front office.

Guest usually expect the front office to answer these requires. It is essential that the staff

of front office is fully aware of all hotel amenities, roles and have a good knowledge

about direction to main tourist attraction. It is the job of the front office receptionist to

handle guest specials

requests and also to take

care of complaint if any.

I work 10 days in front

office of Pameer on

reception. There are

three receptionists in

Pameer work in three

shifts. The receptionists

are responsible for

reservation, reception, registration, billing and reservation of restaurant table. Also allot

rooms to guest and give him a room keys. During the checkout process the receptionist

accepts the keys from the guest and charge all the service and products which the guest

uses during their stay in hotel. At include laundry charges food and beverage charges

and mini bar charges which is present in the rooms.at the last take the bill from the guest

in cash form and greet him in every manner.

Figure 2 Reception Desk


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3.1.1 STEPS OF CHECK – IN PROCEDURE

Here is some general check-in steps used it most of the organization.

Which are

1) Great the guest.2) Ask the guest if they have reservation.

3) Conform reservation or check availability for guest without reservation.

4) Register guest if they have not been preregister.

5) Handle special room requests and special room rates.

6) Establish the payment method during check-in and secure and authorization for

credit card payment.

7) Allocate room and issue room keys.8) Check for guest massages.

9) Explain parking policies.

10) Note any special needs of guest with disabilities.

11) Offer bill assistance.

12) File check-in paper work and follow through on guest request.

3.1.2 STEPS OF CHECK-OUT PROCEDURE

Here are some general steps used i t check-out procedure.

1) Greet the guest and use their names frequently.

2) Review accounts with guests.

3) Locate registration cards and write the date, time and your initials.

4) Check for messages.

5) Closed out safe-deposit boxes.

6) Collect room keys.

7) Settle payment of guest account for individual guest and groups.


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3.1.3 FRONT DESK EQUIPMENT

Today’s front disk employe es are frequently asked to use computer and other equipment

effectively.

1) Front disk computer.

2) Front disk printer.

3) Front disk telephone system.

4) Fax smile / fax machine / photocopy machine.

5) Pay-per-view movie equipment.

6) Kitchen k.o.t book.

7)

Laundry bill.8) Many bar bill.

9) Folio main bill, room etc.

10) Guest registration cord.

3.2 RECOMMENDATIONS

Front office department is lacking modern equipment that don’t use computer for their

daily activity. Receptionist is unaware how to receive telephone call professionally.

They should use modern equipment to facilitate their staff and saves times. The staff

needs to be trained to perform their jobs more effectively.

3.3 FOOD AND BEVERAGE DEPARTMENT

It serves foods and beverages to the guests. This is the revenue production department of

the hotels. Whenever guests want to enjoy meal or drinks with great ambiance they visit

restaurants of bars. It provides 12 hours service.

Restaurant of Pameer hotel is located near the Front Office Department. Restaurant is

well decorated with comfortable chairs and tables. More than 50 seats are available for

guest at time which are arranged and lead by head waiter. Both buffet and table services

are available for guests. All table are organized very well one large size table is avail able

for twelve (12) guests, four tables for 5 five guest and 5 five tables for six (6) guests.


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Within the restaurant two large size tables are available for buffer system on both side of

the restaurant. All accessories of the buffet system are available to maintain food hot and

restaurant mainly depend on buffet system, very rarely serve as table service. The

restaurant has capacity for large number of guest when needed. Excellent cooling and

heating system are available in restaurant and open windows are available for

ventilation. Six waiters and one food and beverage manager work in the restaurant. Food

and beverage manager is experience person and he is working since 1993 and manage

restaurant very efficiently.

3.4 PAMEER HOTEL MENU

American Break Fast ………………………………. PKR: 425/.

Choice of Juice, Two eggs any style

Cornflakes, toast (Butter Jam)

Coffee / Hot Chocolate or Tea

Pakistani Break Fast ….....………….………………PKR:380/.

Choice of Sweet or Saltish Lassi

Aloo Bochi with Paratha or Nan

Milk, Tea or Coffee

Continental Break Fast …………………………………PKR: 350/.

Juice

Cornflakes

Toast with Butter Jam

Tea / Coffee / Milk


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ALA CARTE

Choice of Seasonal Fruit Juice …………………………… PKR 150

Lasse (Sweet / Satish) …………………………… PKR 100

Cornflakes with Milk / Hot Porridge ………………………….. PKR 150

Fried egg ……………………………………………………. .PKR 120

Omelets …………………………………………………….. PKR 150

Omelets with Mushroom ……………………………………… PKR 175

French Toasts, Two Pieces ………………………………………. PKR 150

Four Toasts with Butter Jam …………………………………….. PKR 120

Paratha …………………………………………………… PKR 50

Black Tea ………………………………………………………… PKR 50

Green Tea ………………………………………………………. PKR 45

Coffee ………………………………………………………….. PKR 60

SNACKS

Beef Cheese Burger ………………………………………………. PKR200

Chicken Sandwich ……………………………………………… PKR250

Club Sandwich …………………………………………………... . PKR300

Cheese Sandwich …………………………………………………. PKR 200

Chicken Cheese Burger …………………………………………… PKR180

French fries ……………………………………………………… PKR150

Shame Kabab (4 pieces) …………………………………………… PKR 200


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Vegetable cutlet (4 pieces) ……………………………………… PKR300

BAR B.Q

Chicken Tikka …………………………………………………… PKR 200

Chicken Mallei Tikka (8 pieces boneless) ………………………. PKR 500

Chicken Booty tikka ( 8 pieces)…………………………………… PKR400

Mutton Tikka (8 pieces) …………………………………... ............. PKR 500

Seekh Kabab (4 pieces) …………………………………………… PKR 350

SOUP

Chicken Corn Soup ……………………………………………… PKR 350

Chicken Thai Soup ………………………………………………… PKR 300

Chicken Vegetable Soup ………………………………………… PKR300

Hot & Sour Soup ………………………………………………… PKR 400

RICE

Chicken Biryani ………………………………………………… PKR300

Mutton Biryani …………………………………………………… PKR350

Chicke n Fried Rice ……………………………………………… PKR280

Vegetable Fried Rice ……………………………………………… PKR250

Egg Fried Rice …………………………………………………… PKR250

Chicken Afghani Pulao …………………………………………… PKR350

Brown Rice ……………………………………………………… PKR300

Plain Rice ………………………………………………………… PKR150


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PAKISTANI FOODS

Chicken Handy Boneless – Full ………………………………… PKR700

Chicken Handy Boneless – Half ………………………………… PKR350

Chicken Karahi – Full …………………………………………… PKR650

Chicken Karahi – Half …………………………………………… PKR325

Chicken Qurma …………………………………………………… PKR300

Chicken Ginger …………………………………………………… PKR300

Mutton Handy – Full ……………………………………………… PKR600

Mutton Handi – Half ……………………………………………… PKR650

Mutton Karahi – Full ……………………………………………… PKR1200

Mutton Karahi – Half …………………………………………… PKR600

Mutton White Karahi – Full ……………………………………… PKR1200

Mutton White Karahi – Half ……………………………………… PKR600

Fish & Chips ……………………………………………………… PKR570

Fish Swati (Subject to the availability) ………………………… PKR500

Fish Trout (Subject to the availability) ………………………… PKR500

Dall of the Day …………………………………………………… PKR200

Mixed Vegetable ………………………………………………… PKR200

STEAKS

Fillet Steak 250g (with potatoes and vegetables) ………………… PKR750

Grilled Chicken 250g (with potatoes and vegetables) …………… PKR250

Pepper Steak 250g (with potatoes and vegetables) ……………… PKR800


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CHINESE

Beef Chili Dry …………………………………………………… PKR375

Beef and Vegetable ……………………………………………… PKR350

Chicken Manchurian ……………………………………………… PKR350

Chicken Shashlik ………………………………………………… PKR400

Chicken Pineapples ……………………………………………… PKR400

Chicken Mushroom ……………………………………………… PKR400

Chicken Drum Stick (4 leg pieces) ……………………………… PKR400

Chicken Chowmein ……………………………………………… PKR350

SALAD

Coal Slaw Salad ………………………………………………… PKR120

Kachumar Salad ………………………………………………… PKR80

Pineapple Salad ………………………………………………… PKR150

Mixed Salad ……………………………………………………… PKR60

Russian Salad …………………………………………………… PKR150

Raita ……………………………………………………………… PKR60

BEVERAGES

Fresh Seasonal Fruit Juice ………………………………………… PKR150

Milk Shake Seasonal Fruit ………………………………………… PKR175

Coffee Milk Shake ………………………………………………… PKR150

Lemon Green Tea ………………………………………………… PKR60


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Strawberry Milk Shake …………………………………………… PKR60

Vanilla Milk Shake ……………………………………………… PKR100

Mineral Water Large ……………………………………………… PKR80

Mineral Water Small ……………………………………………… PKR45

Fresh Lemon 7up ………………………………………………… PKR60

Soft Drink ………………………………………………………… PKR45

DESSERTS

Ice-Cream (Any Flavor) …………………………………………… PKR150

Shahe Kheer ……………………………………………………… PKR150

Fruit Trifle ………………………………………………………… PKR150

Plan Custard ……………………………………………………… PKR12O

NAN ……………………………………………………………… PKR 20

Garlic Nan ………………………………………………………… PKR50

Plain Nan ………………………………………………………… PKR20

Rogaine Nan ……………………………………………………… PKR30

3.4 KITCHEN

Kitchen is the section of food and beverage department of a hotel. It is responsible for

the production of different types of healthy, safe, tasty and nutritious dishes (food and

beverages) for its guests. This is the demand of the guest when he/she orders. Pameer

hotel prepares variety of food and beverages which includes: Fish Swat, Mutton white

karahi, Mutton qeema masala, Chicken karahi, chicken qurma, chicken handi boneless,

beef and vegetable chicken mushroom, Coal slaw salad, kachumar salad, mutton tikka,


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seekh kabab, chicken corn soup, chicken Thai soup, chicken vegetable soup, hot and

sour soup, rice chicken biryani, mutton biryani, chicken fried rice, egg fried rice,

chicken Afghani pulao, brown rice.

3.5 SALES AND MARKITING

Sales and marketing is also the responsibility if general manager because there is no

relevant or specialized sales and marketing manager so the responsibility lies on the

shoulders of the general manager. All other staff also works as marketing representatives

in their respective working area front office, housekeeping and food and beverage

manager.

3.6 ACCOUNTS

In the Pameer hotel there is one person who performs and maintains the entire hotel

accounting department, who is responsible to calculate the daily accounting activities

and any activity which relates to this department.

3.7 PURCHASING

The purchase department of Pameer hotel is run by one employee; he makes purchases

on daily basis as per the requirement of the hotel. He usually buys things as and when it

is required, because the bazaar is nearby the availability of items. The reason is that

some of the items perishable which cannot store for the long time. And some of the

items are nonperishable which can store for the long time.

3.8 SECURITY

The main function of security department in the hotel is to provide security and

protection to the guest and employees. It is also responsible for property checking of the

guest language when they enter to the hotel.


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3.9 HOUSEKEEPING

Housekeeping department is one if most important department of any hotels usually

major portion of employees work in this department. In Pameer hotel has also hotel

housekeeping department which consists of three employees, one is Housekeeping

supervisor he is responsible for preparing all guest rooms its bed making, changing bed

sheet, pillow covers, dust removing, guest supplies and amenities to deliver guest rooms

and inspection the rooms before when it is ready for guest use. The other two employees

are sweepers who are responsible for cleaning all the public areas of the hotels. Because

cleaning is important to improve appearance, preserve the life of building /fabrics and

prevent infection. They clean bathrooms with chemicals a twice a week.

They are given their service by room attendance and they are not charged for it. Some

hotels have a shoeshine machine in the corridor.

Iron, first-aid, hot water bags, thermometer, hair dryer etc. are given out for guest use at

no extra cost. However a request for extra beds should be routed through the front office

since the guest would be charged extra for it.

4.9.1 GUESTROOMS/FLOORS

Room attendants and floor supervisors are responsible for the cleanliness maintenance

and security of guestrooms and surroundings areas.

4.9.2 PUBLIC AREAS

Front of the house areas. Front of the house areas are those areas where the guest can

visit. (E.g. swimming pools, parking areas, club, food service area etc.)


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4.9.3 ROOMS

There are 15 rooms available for sales in Pameer Hotel. Rooms are very well ventilated.

All the rooms are having attached bath rooms, LCD with cable, Wi-Fi for net, good

cooling and heating system, one cupboard, sofa and table are available as well. All

rooms having mini bar inside the rooms.

4.9.4 CONFRENCE ROOM

Hotel Pameer is having six halls where different activity can be performed. Two out of

six are mostly used for meetings, training and conferences. Government and Ngo sectors

are mostly doing their activity in Pameer hotel. Conference halls are well decorated and

organized .the big halls mostly use during weddings and engagement parties.

4.9.5 SUIT ROOMS OF PAMEER HOTEL

Two suit rooms are available in Pameer hotel and it is expensive room of the hotel.

Hotel charge 14 thousand per night for this room. This room is having master bed and

separate sitting room which can be used for meeting etc. suit rooms is well furnished,well organized and comfortable foe guests. All basic facilities are available in suit room;

LCD with cable, Wi-Fi for internet, good cooling and heating systems.


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Chapter 4

SWOT ANALYSIS

SWOT analysis is the acronym which represents strength, opportunities, weakness and

threats, of particular organization .Following is the brief analysis of Pameer hotels.

4.1 STRENGTH

The most important strength of Pameer hotel is it is banquet halls. Which attract huge

number of guest. The location of the Pameer hotel is attractive because it hubs of

business environments, frequently stay different organization workers and business

visitors. The clean and hygienic environments of the hotel are nearly matched up to theSwat.

1. It is six large banquet halls.

2. Pameer hotel Swat has the ability to cope with pressure of competition and has

several.

3. Times come out of competition successful.

4, Have product innovation skills and resources.

4.2 WEAKNESS

1. Lack of skills employees.

2. Employees are lacking motivation.

3. Lack of availability of rooms.

4. No HR Department.

5. The lower level management lacks clear direction and is not having the managerial

depth.

6. Frequently turnover rate of the employees.

7. Communication gap between levels of managements.

4.3 OPPORTUNITIES

1. New services to its product line.


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2. Extending hotel hours and providing more facilities customers.

3. Establishments of more branches.

4.4 THREATS

1. Provisions of better services by other hotels.

2. Political, economic situation of the country.

3. Global technological advancement.

4. Increasing number of hotels in the region.

4.5 CONCLUSION

After studying the SWOT analysis, I am of the opinion that Pameer Hotel has got very

strong points. If they can overcome on the weaknesses mentioned, will be a great

opportunity for them, because the strengths and weaknesses can be controlled. If they

work on the opportunities and can tackle threats, I do believe that they can occupy a

strong position in the business of this region.

Proper training program should conduct to improve the technical and communication

skills of the front desk staff. The knowledge of the front office staff should be improved

about the front office operation.

The Housekeeping department working procedures are well. But they have lack of

cleaning equipment. They need to increase the employees and also increase their staff

level.

Food and beverage manager is expert in his field. But the waiter’s performance is not

good. They are unaware from the responsibilities of waiter, style of service, and the code

of conduct. I would like to give suggestion that the head of the department should

conduct training programs to improve their skills, attitude, and knowledge to meet their

performance standard of the organization.


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For the laundry section more human resource are needed as well as new laundry

equipment. Because in this modern era; Pameer hotel still using the old equipment

which need to be replace with some latest equipment. It require dry cleaning machine,

spotting machine and folding machine.

4.6 RECOMMENDATIONS

Here are some recommendations which I want to convey which was observed during my

internship program working in different departments in Pameer Hotel Swat. Following

are some recommendations for the Departments of Pameer Hotel Swat.

Front Office Department of Pameer Hotel Swat: I want to give some

recommendations for this department. Every organization has its own culture and

style of service. Through which they run their organization. I want to give some

suggestions about Front Office department. Staff of the Hotel tries to perform their

duties professionally but there are some areas where their attention is needed. Propertraining program should be conducted to improve the technical and communication

skills of the front desk staff. The knowledge of the Front Office staff should be

improved about Front Office Department. The front desk staff is lacking in

awareness that how to handle guest complaints and how to use golden techniques of

telephone.

Housekeeping Department: I want to give some suggestions for Housekeeping

Department, the department working procedures is well, but unfortunately they arelacking cleaning equipment’s . The work load of the Housekeeping employees should

be reducing if possible, and will need to increase their staff’s level and distribute

work through by schedule. The staff is not enough for this department in Pameer

Hotel, I suggest hiring more employees for Housekeeping Department to keep the

environment of the hotel clean and work will be properly done.

The Food and Beverage Department of Pameer Hotel, the following suggestions are

recommended.


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The Manager is expert in his field. But the waiters are lacking that much expertise

through which they can match the standard. They have less information about the

styles of service and responsibilities of waiter they are not qualified and they have

minimum experience in the hotel field. I used to give suggestions that the head of the

department need to perform training programs to improve their skills, attitude, and

knowledge to meet their performance standard of their organization. One more thing

the kitchen floor is very slippery in which movement of the staff is very unsafe. The

head of the department needs to take the action and make it clean and safe for staff.

I want to give some suggestion for Laundry Department in Pameer Hotel. The

Manager need to hire more staff for this department, because two employees a re not

enough to provide service to guests and if any one of them is absent it causes

inconvenience to the guests. The Hotel industry is now advanced so if they bought

some newly equipment’s because the Pameer Hotel is still using old equipment’s for

laundry if it is replaced with some latest equipment the service will be getting more

sophistication. Pameer Hotel needs to buy, dry cleaning machine and folding

machine.

Security Department of Pameer Hotel Swat:Pameer Hotel is in the main city of Swat

there are many security threats, The Hotel Manager should notice to increase the

number of security guards to protect guests and hotel property. And also need to use

new technologies like CCTV cameras, Body scanners, to ensure guest safety.

Accounts Department in Pameer Hotel: I want to give some suggestions about this

department, In Pameer Hotel there is no specific staff for this department. The

manager should need to hire employees for accounting department to manage all

kind of finance activity,


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REFERENCES Colindix & Chrisbaixd, (1998). Front Office Operation, 4 th edition. David K, Hayes, PhD & Jack D.Ninemiery, PhD (2005). Hote l Operation

Management 4th

Edition. Clayton Barrows and Tom Power, (2009). Introduction to management in the

Hospitality Industry , Ninth Edition Copy Rights by John Willey and Sons

Published in Canada.

Nichel J,O Fallan , Denney G, Rutherford(1942).Hotel Management Operation s

5th Edition, Copy Rights 2011, 2007, 2002, and 1994.

Sue Baker, Pom Bradley and Jeremy Hayton, Principles of hotel front office

operation .2nd Edition Sudhir Andrews (2008), Front Office Management & Operation, Publishing

Company limited Tata Mc Grew- Hill .

Pearson Education Inc., (2006). Managing the Lodging Operation by Robert

Christie Copy Rights.

www.pameer hotel .com www.swatvalley .com

Www.wikipedia. org South Asia tourist secretariat 1997 Introduction to hospitality 3 rd edition upper saddle river: NJ prentice hall.
http://www.pameer/http://www.swatvalley/http://www.swatvalley/http://www.pameer/