TABLE OF CONTENT

INTRODUCTION...............................................................................................................1
1.1 Internship....................................................................................................................1
1.2 Objectives of Internship.............................................................................................1
1.3 Research Methodology...............................................................................................2
1.4 Organizational Selection and Placement process.......................................................3
CHAPTER 2........................................................................................................................4
2.1 Introduction of hotel...................................................................................................4
2.2 Property description...................................................................................................6
2.3 KGH GROUP.............................................................................................................7
2.4 VÁJRÀ.......................................................................................................................8
2.5 Room Amenities.........................................................................................................9
2.6 About this hotel..........................................................................................................9
2.7 MoNA (Museum of Nepali art)..................................................................................9
2.7.2 MoNA................................................................................................................12
CHAPTER 3......................................................................................................................15
TRAINING AREA.........................................................................................................15
3. INTRODUCTION......................................................................................................15
3.1 FRONT OFFICE..................................................................................................15
3.2 HOUSEKEEPING................................................................................................23
3.3 FOOD PRODUCTION.........................................................................................31
3.4 FOOD AND BEVERAGE SERVICE..................................................................35
CHAPTER 4......................................................................................................................39
FINDING AND CONCLUSION...................................................................................39
4.1 FINDING..............................................................................................................39
4.2 CONCLUSION....................................................................................................40
CHAPTER 5......................................................................................................................41
Bibliography...................................................................................................................41

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List of Figures
Figure 1: Guest at KGH in late 90's.....................................................................................4
Figure 2: Stone water tap.....................................................................................................5
Figure 3: view of KGH hotel...............................................................................................6
Figure 4: Statue of Vajra situated at KHG garden...............................................................8
Figure 5: View of MoNA museum from inside.................................................................10
Figure 6: View of MoNA museum from inside.................................................................11
Figure 7: View of MoNA museum from inside.................................................................11
Figure 8: View of KGH's garden and north side building.................................................13
Figure 9: Front office and travelling desk area..................................................................15
Figure 10: Standard room that has balcony and attached toilet.........................................23
Figure 11: View of KGH's hotel garden............................................................................37
Figure 12: Kathmandu Guest House also have Barista which uses illy's coffee beans.....38

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 EXECUTIVE SUMMARY

An internship is an opportunity to integrate career related experience to an undergraduate

education by participating in planned supervisor work. An experience is a work
experience in which students set clear learning objectives that connect course content to
the real-world employment. An intern has to prepare project report at the end of the
internship period but the main objective of the internship is to get the hands of
experiences of the real-world organization. It is a compulsory internship report which
was assigned to me, for this I have to do internship and I did in a 4-star rated hotel named
Kathmandu Guest House (KGH) Hotel at Kathmandu for six months, and this report is
prepared based on the experience gained with the internship.

In this context, I got an opportunity to complete my internship at Kathmandu Guest

House (KGH) Hotel commencing from 1st July 2021 to 31st December 2021. This was my
first gained experiences in the hospitality industry. I worked in Food and Beverage
service department as waiter which was really wonderful experience and from my
personal experience, it is at most necessary to have personal development skills of
communication and sense of good gesture in hospitality industry to deal up with
customers.

Within my working period at internship, my prime duties and responsibilities were to

deliver prompt services, deal with dishes, giving extra helping hand at service department
and create good environment to communicate with customers since my position was held
as a waiter at KGH. In a true sense, my overall experience working as intern was
awesome and I was bounded with total new knowledge and skills to which I am very
thankful to service manager and fellow colleagues. The skills and knowledge that I
acquired from KGH would help me to build up and find my way for my future career.

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 CHAPTER 1
INTRODUCTION
1.1 Internship
The word internship actually came from the French word “interner” which means a
houseman. This word intern was earlier used for the persons working in the medical field
which was later of followed in every field. It was started for the first time in 1865-70.
Internship is a system of on-the-job-training for white-color jobs, similar to an
apprenticeship. Interns are usually for college and university students. The term
internship refers to a stage during which an individual gets the opportunity to experience
his/her industry of interest before entering into it as full time and opting for it as his/her
future career field. Internships are ideal for understanding the way a particular industry
functions and what it would be like to work in that scenario.
Often, individuals who intern’s with companies are able to gain valuable insights into
their own personalities and skills. Such an experience puts them in a better situation to
decide whether they are suited for a particular role within the industry or not. Internship
typically is one-time work or service experience related to a student’s major or career
goals. Internship generally involves a student working in a professional setting under the
supervision and monitoring of practicing professionals. It can be paid or unpaid and the
student may or may not receive academic credit for performing the internship.
Being a student of Hotel Management, I also underwent for internship in my 7th semester
in KGH Hotel Thamel, Kathmandu. I was selected to do intern in this star hotel through
the process of interview.
1.2 Objectives of Internship
Internship has always been eagerly awaited by the students of any faculty as it provides
an opportunity to get to with the real work environment, apply for what one has learnt
and to learn new things as well as to sharpen skills. Internship is not just a part of study
but also an important aspect of student’s life to see and experience his/her future in the
related field. It has both features and advantages of academic and professional life.
However, internship has its own objectives which highly facilitate the academic as well
as professional life of a student.

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Following are the objectives if BHM internship:

• To see the different facilities and equipment’s in the hotel and learn it’s
functioning.

• To learn how the different departments does their work.

• To learn how the different department co-ordinates with each other.

• To know the history and its means of establishment.

• To learn the attitude, skills and knowledge to become an effective and efficient
hotel professional.

• To know rules and regulation of the hotel.

• To know the types of equipment used, brand, company and the way of issuing the
other ingredients within country and other country.

• To learn overall managerial aspects i.e. management process of any type of hotel.

• To know the requirement policies, health and personal wellbeing performance

appraisal, your probation period of the hotels promotion and transfer, hours of
leaves uniform, transportation.

1.3 Research Methodology

The theoretical knowledge is not sufficient these days for the completion of the studies,
the theoretical knowledge as well as practical knowledge should be followed together in
order to achieve a full course of study. Hospitality is a practical subject so we must gain
practical knowledge by participating in various hospitality related work and activities
along with the theoretical studies. The main objective of this industrial practice is to
familiarize the BHM student with the operation and management system of the hotel
organization and also bridge the gap between theoretical input and the real life
experiences.
The preparation of this report includes different methodology, because the single source

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of information is not enough for providing the complete information. So this report has
been prepared on the basis of data which are collected on my training time and my
personal views. Both primary and secondary data are used in this report to give concrete
details and meanings to the subjects.

1.4 Organizational Selection and Placement process

Selection is the process of choosing the most suitable candidates for the vacant position
in the organization. In other words, selection means weeding out unsuitable applicants
and selection those individual with prerequisite qualification and capabilities to fill the
jobs in the organization. The organization selection process goes through different
activities like Interview, orientation and placement.

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 CHAPTER 2
2.1 Introduction of hotel
Kathmandu Guest House
Established 1968, KGH Group of Hotels and Resorts is Nepal’s leading hotel chain with
7 eco-friendly hotels under its flagship. Karna Sakya, founder of KGH Group, is hailed as
the father of tourism in Nepal. He has been given credit for putting Nepal on the tourist
map. He is renowned for opening the Kathmandu Guest House in 1968, the company’s
first hotel which was instrumental in starting adventure tourism in the country and
creating the famous tourism hub of Kathmandu – Thamel.

Figure 1: Guest at KGH in late 90's

Many renowned writers, mountaineers, researchers and artists have come and left their
footprints at our hotels. The KGH Group today has grown from 13-room Guest House in
Thamel that hosted the hippies and the mountaineers to a 500 room hotel chain in all the
popular tourism destinations of Nepal. (KGH Group, n.d.)

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Under the famous Pomelo tree in the KGH gardens, where once you could spot a
celebrity like Tony Wheeler, founder of Lonely Planet writing a book, today we continue
to host The Kathmandu guest house a converted Rana Palace, was opened 1968 and is the
flagship hotel of the KGH group. Located in the middle of the tourist hub of Thamel, this
iconic hotel is where adventure tourism in Nepal started. It has evolved from a 4 room
budget guest house to a 140 room boutique hotel.
The hotel has attracted any of the world's iconic figures - George harrison (The Beatles )
in 1996,Ricky martin in 1999,jeremy irons in 2003 and many more!!
After the 2015 earthquake, the original palace was severely damaged, and had to be
leveled to the ground. It was the rebuilt in its present form and the 'Dream garden'
became a reality.
KGH Hotels Sustainability – Best Practice
How to reduce our carbon footprint – step by step.

Figure 2: Stone water tap

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2.2 Property description
Kathmandu Guest House offers affordable accommodation conveniently located in
the popular tourist district of Thamel. It features an on-site restaurant and free private
parking. Free Wi-Fi is available in all areas. A free airport pick up is provided from
the International airport.
Kathmandu Guest House is 7 km from Tribhuvan Airport and Patan Durbar Square.
Numerous dining options and the Kathmandu Durbar Square are within walking
distance of the hotel.
Rooms are surrounded by greenery and are fitted with large windows. They come
with an suite bathroom that has hot/cold shower facilities.
Guests can purchase unique jewelry at the hotel’s gift shop or have a beauty treatment
at salon. It also has a convenience store and a tour desk that helps with discounted
travel arrangements.

Figure 3: view of KGH hotel

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In the heart of Kathmandu’s tourist area, Thamel, lies a well-known guest house.
Travelers from all over the world flock to this destination. The hotel is housed in an
old Rana mansion that has been converted into a hotel with around 120 rooms.
(Kathmandu Guest House, 2022)

2.3 KGH GROUP

Founding Chairman – Karna Sakya

Chairman – Sunil Sakya
CEO – Rajan Sakya

Kathmandu Guest House - 1968

Rooms: 145

KATHMANDU

Kathmandu Guest House -1968

CEO – Rajan Sakya

Executive Director- Shaguni Sakya Park Shaguni Sakya Park Village Hotel -2001
CEO - Sunil Sakya
Executive Director: Amy Sakya Maya Manor Boutique Hotel -2016 CEO –
Ms. Trishagni Sakya
CHITWAN
Maruni Sanctuary
Lodge -2004 CEO -
Rajan Sakya
Executive Director - Susan Sakya
POKHARA
Waterfront Resort -2011 Himalayan Front Hotel -
2017 CEO – Karna Sakya
Executive Director – Shaguni Sakya

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2.4 VÁJRÀ
The world’s largest bronze Vajra – 7 feet 2 inches ‘Vajra’ in Sanskrit or ‘Dorje’ in
Tibetan means both ‘Thunderbolt’ and ‘Diamond’. In the spiritual context the Vajra is
used as an important instrument in Buddhist and Hindu rituals. (Vajra at KGH dream
garden, 2020)

Figure 4: Statue of Vajra situated at KHG garden

The tenets of Hinduism and Buddhism are to foster peace and compassion through the
embodiment of truth, refracted and reflected through the perfect purity of the
diamond. The thunderbolt represents pure awareness and wisdom.

The wisdom is a powerful tool that destroys both evil and ignorance.
The Vajra is the crowning symbol of the KGH Group Logo.

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2.5 Room Amenities
Private Writing Desk, Generator, Back Up Telephone, Hot and Cold Shower, Free
Wifi, Modern Bathroom, LCD TV, Air Conditioning, Tea/Coffee Maker

2.6 About this hotel

Set in a stately mansion on landscaped grounds, this relaxed hotel is 18 minutes' walk
from Kathmandu Durbar Square, a royal palace complex, and 6 km from Tribhuvan
International Airport.
Amenities

• Popular amenities spa

• Wi-Fi free

• Air conditioning Breakfast Internet

• Food and drink Restaurant Bar

• Room service Breakfast

• Policies & payments Smoke-free property Services

• Full-service laundry Children

• Child-friendly Parking & transport Airport shuttle

2.7 MoNA (Museum of Nepali art)

1.7.1 Museum of Nepali art

The Museum of Nepali Art is dedicated to collecting, preserving, documenting,
researching, and exhibiting Nepalese art and artistic practices. Its mission is to teach
visitors about Nepalese art, resulting in a better understanding, appreciation, and
promotion of our cultural heritage. (Museum Of Nepal Art, 2022)
MoNA occupies a unique position in the world of nepali art showcasing traditional
and contemporary works, mainly produced after mid-1 9th century.
These art forms are a reflection of the country's culture and its soul. Yet they are in
danger of fading out in a fast changing world.

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MoNA is situated in the Karna Anex and showcases the masterpieces of Nepalese art
both traditional and contemporary to a wider audience. With the aim to expand
knowledge, Interest and awareness around these artistic disciplines.

MoNA presents the vibrant continuity in the production of art by exhibiting the work
of newer generations, whose manifestation differs in form and content. Delving
deeper into the art works, we see a rich interplay of global styles binding seamlessly
with local, cultural context. This gives the art a character that is 'Nepali' yet places
Nepal art on a global platform.

Figure 5: View of MoNA museum from inside

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Figure 6: View of MoNA museum from inside

The museum documnets, researchers, conserves and preserves the artist heritage of the
country with the aim to maintain and expand this identity. Thenatic presentations of
Nepalese art, both traditional and contemporary and sometimes both, will run as
temporary exhibitions throughout the year to provide a vibrant museum.

Figure 7: View of MoNA museum from inside

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2.7.2 MoNA (Museum of Nepali Arts) Mission Statement:
• Preserve, conserve & sustain Nepalese heritage, culture & traditions.

• Motivate & recognize to living Nepali artists.

• Pride of Nepal is our art.

• Showcase Nepali art at International level.

Opened Date: 04/04/2020

Ticket: 500- Nepalese, 700- Foreigner

Timings: 10:00 – 17:00 Hours Nepali

Master Artists:
Samudra Man Singh Shrestha, Raj Prakash Man Tuladhar, Erina Tamrakar, Uday
Charan Shrestha, Asha Dangol, Purna Hoju, Lalit Singh Bangdel, Ananda Muni
Shakya, Surya Bahadur Chitrakar, Ritesh Shahi, Manik Man Chittrakar, Mukti
Singh Thapa, Prem Man Chittrakar, Laxman Shrestha, Purna Hyoju & Lok
Chitrakar.

MUSEUM INDOOR EXHIBITS:

Paubha / Thangka / Statues / Contemporary / Modern / Installations

The Legendary Hotel of Nepal renowned for starting Adventure Tourism in the
country.

Travelers know that the frenetic pace of a crowded city like Kathmandu needs an
escape. The Kathmandu Guest House, a converted Rana dynasty mansion with
fragrant gardens and airy corridors, has provided the peaceful refuge of choice since
1967.

Since the days of being the first and only hotel in Thamel, the packed tourist district
of Kathmandu, it’s become something of an institution. It’s close to everywhere and
its gate is the meeting point that nobody can mistake. As a guidebook put it,
“Kathmandu Guest House acts as a magnet for mountaineers, pop stars, actors and
eccentric characters.” Even the Beatles stayed here in 1968.

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Kathmandu Guest House prides itself on being affordable to all budgets, from those
looking to treat themselves to total comfort in elegantly modern suites, to volunteers
and scholars who take the famous no-frills rooms.

Whether you’re returning from the mountains or arriving from the airport, come and
relax at the courtyard restaurant, order a cup of fine Italian coffee or a chilled Gorkha
Beer, and escape for a moment in the historic surroundings of Kathmandu’s
most loved guesthouse.

a) Our Vision

To be a leader home-grown hotel brand in Nepal and expend franchise

across the country and South Asia.

b) Our Mission

“Nepalese Hospitality at its best” We are inspired by a single goal “The

Unforgettable Service”. That’s why we are dedicated to provide Nepalese
hospitality at its best by delivering excellence and people development.

c) Our Culture

The KGH Group of Hotels, Nepal’s largest leading hotel chain is where
sincere care and comfort of our guests is our highest goal.

Figure 8: View of KGH's garden and north side building

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We pledge to provide the finest personal service and facilities to our guests who
will always enjoy a warm, relaxed and refined ambiance in our premises.

The KGH experience should enliven the senses, instill wellbeing and have value
for money spent.

Our Core Values Trust:

We trust each other here. By serving the best we gain the trust of our guest.
Honesty:
At KGH Group, honesty is the best policy. We remain honest towards our duties,
responsibilities, colleagues, associates and our valued Guests.
Respect:
We treat all with respect and dignity. We welcome diversity with respect.
Integrity:
Implementing the highest ethical standards, here in KGH Group we
are undivided. We hold same vision.

Commitment:

We initiate new ideas and do what is right for our stallholders, owners,
employees, suppliers and Community

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 CHAPTER 3
TRAINING AREA
3. INTRODUCTION

3.1 FRONT OFFICE

The department where guests are checked in and out, payments on an account are
made and messages are exchanged is known as “Front Office Department”. It is the
major department in a hotel which is situated at the front part of the hotel and is
responsible for the sale of hotel room through the systematic methods of reservation
followed by registration rooms to the guest. It is a mirror of the hotel because it is the
first and last point of guest contact at the hotel. As there is an old adage that “The first
impression lasts longer”, the layout of the front desk, its informative ability and
manner and conduct of its staffs are directly proportional to the moral of the guest. It
is the most responsive department as its dealings are always with guests.

Figure 9: Front office and travelling desk area

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In other words, it is the “Show Case Window” of the hotel which reflects the image of
a hotel. It is the back bone as the “Nerve Center” of a hotel from where all the
information and message are communicated to the different departments or personnel.
The front office in a hotel holds prime important in view of the basic nature of a
business of a hotel that is to sell the rooms. Revenue collected from the sale of room
contributes to more than 50% of the hotel’s total sale. Thus, the role of front office is
to reserve, receive register, and allocate room to the guest and acts a continuous
source of information to the guest during their stay at the hotel. Other major function
of the department includes settlement of guest account, providing guest service,
preparation of guest history card, luggage handling, airport pick-up etc.

The front office department development develops and maintains up to date records
based on guest information, guest service and ensures guest’s satisfactions. The front
office is also responsible for welcoming the guest, greeting the guest and handling the
guest complaints. Hence the staffs working in this department perform as an actor on
the stage. Front office department is divided into different sections as per the
establishment.

THE MAIN FUNCTIONAL AREAS OF FRONT OFFICE INCLUDES

 Reception
 Reservation Front Cashier
 Operator
 Business center
 Bell Desk
 Travel Desk
 Health Club/Fitness Center
 Lobby

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3.1.1 RECEPTION

This section is responsible to provide a warm welcome and receiving the guest in a
pleasant manner and assigning them a room after a few registration formalities.
Duties of Receptionist

 Received and welcome the guest.

 Register guest and assign them the rooms.
 Update room rack continuously.
 Calculate room position and advise reservation.
 Issue VIP amenities voucher.
 Complete pre-registration for VIP’S, invalids old people and group.
 Execute government formalities regarding foreigners.
 Co-ordinate with H/K for cleanliness of room, room reports and occupancy
statistics.
 Received and welcome the guest.
 Register guest and assign them the rooms.

3.1.2 GUEST ARRIVAL PROCEDURE FOLLOWED IN HOTEL

As the guest arrives in the hotel staffs as well as the trainees have to follow the
following points strictly.

1. Welcome and Greet Guests

 Established eye contact and smile

 Greet and welcome guest with the correct salutation of the day

 Offer assistant-“how may I assist you, Sir/Madam (guest name if aware)?

 Order for welcome drink.

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 2. Politely ask for passport from the guest

 Retrieve reservation in opera by typing the correct name

 Ask the guest to fill in the registration card
 Ensure passport number, Date of birth, nationality, date of issue, and place of
payment.
 Mode of payment, Email, Telephone and any contact number, address or
business card.
 Scan the passport and ask the preference for room type from the guest.
 A confirmation dialog box appears displaying a system assigned room and
prompting if you want to check in the guest and select ‘ok’ – a message dialog
box appears displaying check in successful’ message.

3. Finalize Check in

 Collect credit card from the guest and take an imprint.

 Present keys to the guest and direct the guest to the lift and Wish them a
pleasant stay.

4. Courtesy Call

 To ensure guest is satisfied with the room

 To be happy with the service provided and make guest feel homely
 Asking the guest to call anytime if they needed assistance.

PREPARATION

1. Print the registration card

2. Fill in the key card holder (guest name, check in and check out date, room
number. And if there is any breakfast, by including the breakfast coupon).
3. Guest preferences
4. Pre-blocked a room.

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3.1.3 GUEST DEPARTURE PROCEDURES FOLLOWED IN THE HOTEL

Check out is the time when the guest is leaving the hotel and going back towards their
own stay. Check out is the last opportunity to convey the hospitality. GSA should take
full advantage of this opportunity e.g. the agent should ask if everything at the hotel
met the guest expectations, especially room, facilities and services. It’s an excellent
time for the agent to let the guest know that the hotel cares about the quality of the
guests during his or her stay.

 Checking for mail, messages and faxes.

 Checking for safe deposit box
 Posting outstanding charges
 Verifying account information
 Inquiring about additional recent charges such as minibar, or consumption at
any other outlets.
 Presenting the guest folio
 Verifying the method of payment
 Processing the account payment
 Securing the room key

3.1.4 DUTIES AND RESPONSIBILITIES OF THE FRONT OFFICE

MANAGERS

3.1.4.1 FRONT OFFICE MANAGER

As front office manager is the head of the F/0 department all the task is performed and
held under him/her authority. So front office manager have to be very responsible for
their job description. The job descriptions of manager include the following points

 Organize the front office area elegantly and economically

 Assign duties to the F/O Staffs.
 Make the duty roster of the front office staffs.
 Make the duty roster to the front office staffs.
 Supervise and train the staffs.

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  Advise on purchase of required equipment and other material.
 See for the welfare of the staffs
 Co-ordination with other departments of hotel. Inform the staffs about the
management’s policies.
 Responsible to take correct actions for complains and solve problems in time.
 Responsible for training and formulation of training schedules for his/her
staffs.
 In addition, he/she has to assist his/her staff’s during peak operating hour.

3.1.4.2 ASSISTANT FRONT OFFICE MANAGER

 Responsible for all duties of F/O manager whenever he/she is absent. Act as a
liaison the F/O manager and F/O staffs.
 Maintain co-ordination between different departments.
 Ensure smooth and qualitative service.
 To carry out the plan & policies formulated by F/O staffs.
 To supervise and train the staffs.
 Responsible for his/her sub-ordinates and reports to F/O manager.

3.1.4.3 FRONT OFFICE SUPERVISOR

 Checking statistical data regarding room revenue and occupancy and prepare
budget and output for each month.
 Ensure that all staffs reports for duty on time & properly groomed.
 Brief (Explaining and allocating jobs) staffs to ensure maximum efficiency.
 Ensure that no keys are missing to prevent security risk.
 Check if any guest or VIP guest has checked in as walking guest and see that
proper
status and facilities are given to him & meet and greets VIP guest on arrival.
 Check that proper room, position is calculated properly.
 Brief staff regarding new policies lay down by the management.
 Checks the correctness of, House count (No. Of guest that have occupied the
room for the day), VIP list and the list of complimentary rooms, Guest
Registration, Guest folios, Sales.

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3.1.5 HANDLING KEY

A key is used to open the lock of the room door. Keys are controlled by the front
office department. A separate board is used to hold the duplicate key of each room.
There are two types of the key is used in hotel.
1. Manual Key
Master key which opens the door of every room is handling by the front
office manager. Duplicate keys are kept in the key board.
2. Electronic Key
Electronic key is an electronic system which looks like the credit card. It is
keyless lock system. The key is issued to individual room.

3.1.6 BELL DESK

Bell Desk area is the first and last point of contact. This section performs the job like
checking, identifying, transferring, storage of the guest luggage of which proper
record of guest luggage has to be maintained. This section is important section of the
hotel which plays an important role during the check in and check out of the guest
through handling their luggage’s by staffs of this department. In Radisson Hotel
Kathmandu, the bell desk is located in front of the reception near the main entrance of
the hotel. It is a small area operated from 6:30am to 11:00pm by 5 staffs. Apart from
this, this department staffs have proper knowledge and skills of handling the message
help the guest giving the right direction of the hotel area.

3.1.6.1 FUNCTION OF BELL DESK

 Escorts guests with luggage or packages to their rooms on arrival and arrange
them on luggage rack.
 Familiarize guests with the hotel’s safety features as well as the guest room
and any-in-room amenities.
 Explain operation of air condition (a/c) and different electrical gadgets and
switching them on.
 Keep the lobby clean and keeps eye on unwanted articles lying in the lobby.
 Delivers guest messages, newspapers etc., to the respective rooms.

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 Run errands inside and outside the hotel as instructed.
 Provides paging and laundry and valet service to the guests.
 Brings down guest luggage from his room during departure time.
 Deliver arrival and departure notification slip along with various documents to
various departments.
 Reports guests with scanty baggage to lobby manager and maintain scanty
baggage
 Register.
 Assist in luggage room formalities and maintains a left luggage register.
 Relieving Business Center and Operators.
 Intend for stationeries of the Front Office and issuing them from the store.

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3.2 HOUSEKEEPING

3.2.1 INTRODUCTION
Housekeeping deals with the providing cleanliness, comfort and aesthetic upkeep of
each and every area. A hotel’s largest margin of profit comes from the room sales
because a room once made can be sold over and over again. A hotel operation ensures
optimal room sales to being in the maximum profit. Therefore housekeeping
department is responsible to perform their job upto date. The facilities provided by the
housekeeping department turns the ordinary hotel to the best tourist destination.
Therefore housekeeping department is heart of the hotel.
Figure 10: Standard room that has balcony and attached toilet

3.2.2 ROOM
“House Keeping”, the name itself suggest the role of this department is to keep clean,
comfortable and safe house, Therefore this department can be called as a heart of the
Hotel.
The Housekeeping Department is one of the most important outlets of the hotel which
carries gigantic functions and responsibilities. This department organizes, supervise
and coordinates function of the department for safety, cleanliness, general
maintenance and order establishment renovation. The main task of house -keeping
department is to maintain the and upkeep the entire hotel.
House-keeping is an eye and ear of the management and backbone of the hotel. This

23
unit is also responsible for providing supplies and amenities for guest room so that
guest feel that his/her entire stay would be very comfortable, House-keeping makes a
room appealing to guest. Thus the personal effort of the housekeeping department
makes in giving a guest a desirable room, has a direct impact on the gust experience
in a hotel.

3.2.3 HOUSEKEPING PERSONNEL ATTRIBUTES

Hotels being hospitality industry personal attribute of hotel staff play a very important
role. It enhances the image of the hotel. Quality workforce determines the quality
service as tourism is a service industry and service provided by manpower. So that
“Quality workforce for quality tourism”. Based on the nature of jobs the following
attribute among the housekeeping staff are must.

 Honesty is a very essential attribute for housekeeping staff and especially

among the room attendants, as they have access to all guest rooms.
 Floor and public area supervisors, room attendants and housekeeping staffs
who are constant guest contact should be well groomed at all times.
 Regarding to personal hygiene, housekeeping staff must take bath regularly.
 Fingernails should be short and should ensure that no body or mouth odor is
present.
 Eye for detail enables housekeeping staffs to take consideration of the minute
 Details when the time is still premium.
 Strong physical constitutions are required to meet the demand of housekeeping
job
 As the nature of this job itself is more manual and requires long hours of
standing.
 It takes lot of tact and diplomacy to diffuse guests request in comfort, facilities
or services that are outside the management policy.
 Floor and public area supervisors, room attendant and housekeeping staffs are
constantly in contact with the guests.
 Co-operation among the housekeeping staff and among other department is a
must because it is teamwork.

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3.2.2 SECTIONS WITHIN HOUSEKEEPING DEPARTMENT

In Kathmandu Guest House, the Housekeeping Department has divided its functions
performed in the following areas:

1. Laundry
2. Occupied room cleaning process
3. Bed making process of occupied room
4. Bathroom cleaning
5. Room in KGH
6. Linens and uniforms
7. Public area
8. Handling key

3.2.2.1 LAUNDRY

Laundry is one of the most important departments in the hotel industry. It is very
significant for the smooth functioning of Housekeeping services. As the name itself
implies, the department is responsible for the washing of hotel’s linen as well as
uniform of the staffs. Laundry operates from 9:00am to 5:00pm.
The importance of the laundry is inevitable as it processes soil linens and uniforms
and supplies linen/uniform store with a clean stock on daily basis. Radisson Hotel has
its own laundry section. So it reduces costs, controls over linen quality, and controls
over lost linen and ensures quick services. If in case, the outside laundry complains
did not supply linens on time, then it would directly affect the functioning chain of the
outlets. Operating own laundry of a hotel is also important to have a control on
laundering and handling the linens and uniforms to confirm with recommended
hygienic standards and increasing the life of the linen by adopting efficient processing
procedure.

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3.2.2.2 OCCUPIED ROOM CLEANING PROCESS

An occupied room is the one in which guest are still in their room and check-out has
not done yet.

 Knock the door and say Housekeeping, continue at least thrice and if not reply
then open the door by floor key.
 Enter in the restroom and put harpic in W.C. and left for a while.
 Stripe bed removes all soiled linen from room and changes it if necessary.
 Refill the bathroom amenities and supplies. Dusted should be wiped properly
and collect chinaware glass and ashtrays
 Sanitize chinaware/glass/ashtrays/bins/appliances, replace in location.
 Clean basin, Vanity areas, tiles, walls and door. Clean basin tiles, shower,
bath, fixture, W.C and mirror and lastly bathroom floor.
 Replace bathroom linens and supplies.
 Clean furnishing damp dusting high/low and inside outside. Replenish guest
room supplies and lastly vacuum bed/bathrooms floor.
 Report room as clean and lastly switch light off and close door.

3.2.2.3 BED MAKING PROCESS OF OCCUPIED ROOM

 Enter room and open curtains and windows.

 Pull the bed away from the head board for easy excess.
 Remove all the soiled linens by shaking them individually to ensure that no
guest
valuables are trapped within linen.
 Shake out mattress protector and relay it.
 Layout the fresh cover sheet on the bed evenly and miter the corner.
 Open the fresh top sheet and distribute it evenly toward the side. Ensure that it
is not
 Falling towards. The head and the hem of this sheet should be facing upwards.
 Open out the blanket and distribute it evenly on the side on the top of the
sheet.

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  Ensure that the blanket is 4 to Inch below the edge of the head side.
 Layout the third sheet or night spread and distribute it on top of the blanket.
Now fold the top sheet over the blanket and the third sheet and fold it twice
forming a
 Plate of 5 to 6 inch fold. This will make space for pillow.
 Truck the fold under the mattress toward the head side and miter the corner on
foot side.
 Cover the pillow with the pillow slip. Fluff the pillow to look neat and tidy.
 Fold the excess pillow slip downwards as the pillowslips are larger than
pillow. Keep the fold away from the guest view.
 Once the bed is ready, the bed cover is laid ensuring that it is right side up and
falling
 Evenly all around. The head side of the bed cover is creased in such a way that
it looks appealing
 Ensure that bed spread/cover is smooth and without wrinkle.
 Put the extra blanket and pillow each in separate plastic bag and put them in
the uppermost shelf of wardrobe.

3.2.2.4 BATHROOM CLEANING

EQUIPMENTS USED IN BATHROOM CLEANING

 Brush-Scrubbing brush, commode brush and container, Sponge, Green pad.
 Abrasive-Cleaning powder (Vim)
 Detergent-Liquid soap
 Disinfectant- Dettol
 Duster- Glass duster, Floor duster, Commode duster.
Apart from this equipment used in bathroom are:
• Hair dryer
• 2 Glasses
• Ashtray with match box
• Soap case
• Opener

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3.2.2.5 ROOMS IN KGH

Kathmandu Guest House hotel has all total 160 rooms each of which are beautifully
appointed classing as superior room, deluxe room, suites, terrace room and plaza club
rooms. Every room is well decorated with luxurious interiors & comfort facilities: In
this hotel, the smoking and non-smoking rooms are available on request. Each of the
rooms and suites are fully equipped with individual air conditioning/heating, hair
dryer, tea/coffee making facilities, iron and iron board, in-room safety deposit locker,
satellite television, minibar, international direct dialing, etc.

TYPES OF ROOM
All rooms are divided into five categories. They are as follows:
1. Garden Facing Room
2. Standard Room
3. Suit Room
4. Deluxe Room
5. Family Room

3.2.2.6 LINEN AND UNIFORMS

This section issue new linen, cloth and uniform materials for making linen and
uniform are stocked here. These stocks are supplied when current linen, uniform in
circulation falls short due to damage or loss. Linen room is responsible for
exchanging the guest room linen, and also the other outlets linen. Uniform room is
responsible for exchanging the uniform of the staffs. In Hotel there are separate stores
for linen and uniform.

The linen and uniforms are circulated at par basis. The amount of linen needed to
outfit the property at 100% occupancy is defined as one par. Par stock refers to the
standard number of inventoried linen or uniforms that must be on hand to meet the
daily demands so as to ensure smooth operation.

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In general, the ideal number of pars of line is four distributed as one par in laundry,
one par in linen store, one par being used and one par on stock. In Kathmandu Guest
House hotel, each staff is provided two pairs of uniforms. The shoes are exchanged
once a year. If it is worn before 1 year then the staffs needs an application with
HOD’s authorization to exchange the shoes

In hotel linen refer to all the washable fabrics. Linen refers to cloth used in a hotel. It
consists of all the fabrics used in a hotel such bas bed sheet, pillowcase, tablecloth,
towels etc. The materials and tidiness of the linen used in a hotel represent the good
will and the standard of the hotel.

3.2.2.7 PUBLIC AREAS

Public areas consist of a property’s entrance, lobbies, corridors, staircase, elevator,

restrooms, etc. Other areas which the guest sees include dining areas banquet and
meeting rooms and sometimes administration and sales offices some properties
engineer public areas to convey a particular mood through such dramatic features as
high ceilings, balconies, decorative architecture, walls and floors and ornate furniture
and fixtures. So, the staff assigned in those public areas must take extra care for
maintaining public areas up to the Radisson standards and staffs are very alert for
checking those areas on a regular basic. The staff assigned in those public areas is
responsible forgiving maintenance report to the maintenance department regarding
cracks, water leakage or anything is not working
Property things, which are not in good condition, should be rectified quickly and
effectively according to the hotel standard. So, extra care should be given to those
public areas. For the public area cleaning the equipment’s used are Broom, buffing
machines, mop and accessories such as duster feather brush Colin Brasso, paper rolls,
Air freshener and so on. During the first hour of the work public area attendant does
the dusting then brooming and then wet mopping. If the public area attendant is
assigned for the food and beverage outlets then he/she does first dusting and
brooming and then the mopping and last the rest room And after finishing the basic
cleaning he does the regular inspection assigned area. This is the typical working
schedule of the public area attendant.

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3.2.2.8 HANDLING KEY

A key is used to open the lock of the room door. Keys are controlled by the
Housekeeping department and front office department. A separate board is used to
hold the duplicate key of each room. There are two types of the key is used in hotel.

1. Manual Key
Master key which opens the door of every room is handled by the housekeeping
manager. The key is also handled by Front Office Manager. Duplicate keys are kept in
the key board.

2. Electronic Key
Electronic key is an electronic system which looks like the credit card. It is keyless
lock electronic system. The key is issued to individual room.

TYPES OF KEYS

Keys should be kept secure in their respective place and should use properly. There
are four types of key which are as follows:
 Emergency key- this remains with the General Manager and opens all the
rooms including double locked rooms.
 Master key- this remains with the Executive Housekeeper and opens all the
rooms except double locked rooms.
 Section key- this remains with the Floor Supervisor and opens all the rooms in
a particular floor.
 Guest room key- this remains with room attendants.

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3.3 FOOD PRODUCTION

3.3.1 INTRODUCTION

Food production is a modern term in a professional cookery. It devotes preparation

and cooking. It follows a flow pattern, which commence with the purchasing and
selection of materials, their handling, processing and the ultimate presentation of the
dishes, to the customer where “food service” takes over, In French, the word
“Cuisine" devotes the art of cooking, preparing dishes and the place, the kitchen in
which they are prepared. The food production department is basically responsible for
the production of various food and beverages items for guests as per the standard and
according to the order of the guest. This department has to function in close relation
with service department as the food prepared by the production department needs to
be served by the service The production department is also responsible to prepare
food for entire outlets of the hotel. The food production department of a hotel is one
of the major revenue generating departments. To make the job performance easy, this
department has also been classified into various sections and each of the specified
with a particular task to perform regarding specific type of preparation.

It is one of the most important departments that deal with the preparation of various
types of food of the various cuisines. All the food prepared, heightens the image of
the hotel, so care must be given while selecting the food materials and choosing the
kitchen personnel. The food preparation process is composed of greater number of
individual work steps using variety of utensils, as well as the major pieces of
equipments. Therefore, facilities layout is critically an important point. The staffs of
this department convert raw ingredients into eatable product under different cooking
methods. The staffs are responsible to create the food of actual taste; color and
presentation. So, there must be good working environment.

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3.3.2 KITCHEN SAFETY RULES

 Store knives in a wooden block or in a drawer. Make sure the knives are out of
the reach of children.
 Never cook in loose clothes and keep long hair tied back. You don’t want
anything
 Accidentally catching fire (not to mention hair ending up in the food!).
 Never cook while wearing dangling jewelry. A bracelet can get tangled around
pot handles.
 Keep potholders nearby and use them! Be careful not to leave them near an
open flame.
 Turn pot handles away from the front of the stove. Children can’t grab them,
and adults can’t bump into them if they’re out of the way.
 Don’t let temperature-sensitive foods sit out in the kitchen. Raw meat, fish,
and certain dairy products can spoil quickly, so refrigerate or freeze them right
away.
 Wipe up spills immediately. Keep the floor dry so that no one slips and falls.
 Separate raw meat and poultry from other items whenever you use or store
them. This precaution avoids cross-contamination of harmful bacteria from
one food to another.
 Wash your hands before handling food and after handling meat or poultry.
Hands can be a virtual freight train of bacteria.

3.3.3 SECTIONS WITHIN FOOD PRODUCTION DEPARTMENT

Although food production department is in back part of the hotel it has very important
role to run the hotel business smoothly. All the food prepared by this department is
only served by the food and beverage department. Radisson hotel has a different food
productions section in order to provide multi choices to the guest.
1. Main Kitchen
 Hot section (Continental, Chinese & Indian)
 Cold section(Pantry)
2. Bakery Kitchen
3. Cafeteria Kitchen

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 1) MAIN KITCHEN

Main kitchen is the second largest kitchen at Radisson. This kitchen is formed by the
combination of different sub kitchen like- Continental kitchen, Indian kitchen,
Chinese kitchen and grade manager in one closed space. Main kitchen is the multi-
cuisine which provides food stuff for “The Fun Cafe” restaurant. Beside TFC the
kitchen also prepare the food to the Plaza (VIP outlet) and also for In-Room Dining
and other outlets when there is big function. Main kitchen is located on the ground
floor of the hotel near “The Fun Cafe” restaurant. This kitchen is operating on 24 hr
basis and large numbers of staff are working
in this kitchen.

WORK OBSERVED IN MAIN KITCHEN

 Breakfast, lunch and dinner set up.
 Preparation of cold buffet items, hot buffet items and salads.
 Preparation of different sandwiches and burgers.
 Preparation of fresh fruit juices.
 Marinating and preparation of various dishes.
 Frying of chicken, fish fingers, fish and chips and different vegetables in the
deep fat fryer.
 The of different equipment used like gas range, deep fat fryer, grilled.
 tandoor, slicer, potato peeler, grinder, oven, dough machine, weighing
machine etc.
 The process of storing different food items properly in the store.
 The different cuts of different fruits and vegetables, as the dish required.
 Hygiene and sanitation system to be followed on duty
 Receiving K.O.T
 Handling guests complaints
 Co-ordination with the inter related department

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 2) BAKERY KITCHEN

Bakery is one of the most important sub-department of food and Beverage production
department. Bakery section carries gigantic function and responsibilities of preparing
all the bakery and confectionary items as per the requirement on right time. Bakery
includes wide range of Continental, Oriental, Indian and Nepalese desserts. This
section is located at the basement of the hotel nearer to commissary and butchery.

Normally bakery kitchen is divided into two sections for smooth operation. One is
baking section and another is confectionery sections. There is freezer and deep freeze
on the other side. Baking section, as the name implies baking, deals with all baking
items like bread, sponge, cookies etc. Confectionery section is responsible for all the
sweets, desserts and pastries items. The combination of these two sections of bakery
kitchen is responsible for providing several items for different outlets in the hotel.
This section prepares Muffins, Danish pastry, Cinnamon roll, Doughnut, Croissant etc
for the breakfast. Mostly birthday cakes, anniversary cakes are prepares in this
department. It also makes pastry and dessert for buffet lunch and parties. Not only the
in house guest enjoys its products, but also other customers can feel the taste of five
star hotel bakers master hand. For this, different items produced in this section are
presented in the pastry shop for the selling. Also this section prepares the bakery
products as per customer’s choice and design. As this section give service to the entire
customer it is one of the major revenue earning section of food production
department.

3) CAFETERIA KITCHEN

Cafeteria kitchen is also known as the staff kitchen. This kitchen s established with
the objective of food and beverage to the staff working in the hotel. It is based on the
assumption that better feed employees are more productive than hungry employee.
Providing hygienic food and beverage to the employee as Breakfast, Lunch and
Dinner is the main responsibility falls under this department. The menu is cyclic and
change time to time.

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3.4 FOOD AND BEVERAGE SERVICE

3.4.1 INTRODUCTION

Hotel is the place where bonafide traveler can receive food & shelter. Food &
Beverage department is responsible to provide the food & beverage to the traveler
who comes to the hotel. As good & multi cuisine or food can attract more guests, food
& beverage should be responsible for providing varieties of Food & Beverages in
appropriate quality temperature & comfortable surrounding as per the desire & order
of the customer.

The hotel generates second largest amount of revenue by selling food & beverage
item. Therefore Food & Beverage department must be responsible. This department in
any hotel plays a vital role in the profitable process of the hotel business. Among the
total revenue collected in the hotel, about 40% contribution if is directly accredited to
Food and Beverage service department. This department is specialized by its output of
the products that satisfies customers demand for food and beverage. For the proper
control and the effective management of the total staffs and their duties this
department is divided into different units or section, which is also called as an outlet
each outlet, is specialized for the special functions.

For the systematic and a good service process of any F & B outlets, presentation, time
keeping, order taking and the suggestive selling are the key element of a service to be
maintained by service staffs. The standard of food and beverage service are basically
focused on the activities of an operation that posses good attitude, cooperativeness,
courteousness by the f & b staffs in any f & b outlets. It is the largest department as
well operating many outlets scattered all over the hotel presenting different tastes,
different theme and different experiences.

35
3.4.2 ROOM SERVICE

Room service provides a service of food & beverage to the in-house guest in to their
room itself. It provides 24 hrs services to the in-house guests. It is especially for the
in-house guests.

3.4.3 BANQUET
Banquet is a large hall where different types of function & events are organized. The
Radisson Banquets offer the perfect solution for meetings, workshops & celebrations.
The versatile meeting rooms at the Radisson Hotel Kathmandu can hold up to 800
people. The expertise of the professional staff combined with our business services
make Radisson Hotel Kathmandu the ideal location for any event, Function rooms are
directly accessible from the front of the hotel & can accommodate any events to suit
the guest needs for meetings, cocktail party, conference, gala dinner or for any special
occasions. The meeting rooms are suitable for hosting, gathering of all kinds, from
political summits to intimate family reunions to corporate meeting & incentive trips.
There is also full range of audiovisual equipment facilities. Choose between several
adaptable meeting and function rooms of varying sizes and décor ranging from five to
800, Conference, theatre and classroom-style seating arrangements are available. The
Banquet provides the A la carte menu & also theme parties are also available in
package tailor made to suit the wishes of guest & guest delegates. Banquet is not only
responsible to serve the functions held in banquets halls but also for providing
facilities of outdoor catering.

36
3.4.4 KGH Dream Garden Restaurant
The KGH Dream Garden Café is a relaxing outdoor restaurant in the famous KGH
garden. It’s a surprising oasis inside and guests enjoy the peace and serenity of the
garden often spending the whole day reading, sun bathing and simply enjoying the
natural beauty with good food.

Figure 11: View of KGH's hotel garden

Our food variety ranges from Continental, Chinese and Indian. We also serve the
world famous Illy Coffee. Our Indian clay oven is highly popular and included in this
site are some of our popular recipes from the kitchen. Do test your culinary skills back
home if you like the KGH taste.
The garden has the famous KGH “Walk of Fame” which holds the name of all the
popular and famous visitors to the hotel such as mountaineers, artists, singers, actors
and writers. (KGH DREAM garden restaurant , 2020)

37
3.4.5 Illy Coffee
The best tasting fresh European coffee prepared in strict accordance to the Illy
method, served in Café Bahal or the garden. (Illy Coffee, 2020)

Our company is renowned around the world and recognized for the high quality and
velvety taste of our coffee, a blend made of nine varieties of pure Arabica that
delights millions of people every day at home, in the office, in hotels, restaurants and
coffee shops.

Figure 12: Kathmandu Guest House also have Barista which uses illy's coffee beans

38
 CHAPTER 4
FINDING AND CONCLUSION
4.1 FINDING

The internship experience has taught me that theoretical education alone will not
enable graduates to perform at a higher level. Analytical abilities are insufficient on
the real floor. Students must possess both theoretical and practical knowledge.
Students will improve their skills and become more marketable in the job market if
they use internships effectively. Their employees will benefit as well, and their
company's efficiency will improve.

I came to believe that a successful person must have professional, strong, and good
public speaking skills because their job requires a lot of communication. To survive in
a dynamic environment, a person must also be creative and constantly reinvent
himself. We must also have good people skills, as we must be able to communicate
and interact with other working professionals, including friends and hotel clients.

The internship I recently completed has convinced me that the hospitality industry is
my cup of tea, and the passion I have instilled in myself since secondary school has
reinforced my desire to be involved in this industry. I will undoubtedly pursue a
career in the hotel industry. I was confident that I would reach my personal goal one
day.

39
4.2 CONCLUSION

When I first began my industrial Training I was new to it and trying to grab many
new things but it went by ever so quickly. I would have to say that it is an absolutely
fabulous part of the curriculum and perhaps will remain the most memorable one.

Needless to say that this experience was a highly enriching and educative one as I
went on from one section to another in service department. At last got the opportunity
to train or learn under several highly respected senior professionals. I learnt that
every individual is different and that everyone has something unique to offer. I learnt
that every job has its nuances and its value and that no job is superior to the other. I
learnt that on needs to constantly improve and improvise. And the main thing about
this industry is just the beginning of a long road ahead, full of challenges. But I know
that I will be able to run along because I have my foundations firmly built in. It is
here that I got the opportunity to continuously introspect and improve as a budding
professional and as a human being.

I will always look back at the time spent here with fondness and with pride.

I would like to thank all the people who have helped me in several different ways that
will go a long way in facilitating the commencement of a wonderful journey.

40
 CHAPTER 5
Bibliography

Illy Coffee, 2020. Illy Coffee. [Online]

Available at: https://ktmgh.com/kathmandu-guest-house/restaurant/
[Accessed 20 April 2022].
Kathmandu Guest House, 2022. Kathmandu Guest House. [Online]
Available at: https://kathmandu-guesthouse.com/
[Accessed 2 April 2022].
KGH DREAM garden restaurant , 2020. KGH DREAM garden restaurant. [Online]
Available at: https://ktmgh.com/kathmandu-guest-house/restaurant/
[Accessed 19 April 2022].
KGH Group, n.d. https://ktmgh.com/. [Online]
Available at: https://ktmgh.com/
Museum Of Nepal Art, 2022. Museum Of Nepal Art. [Online]
Available at: https://www.mona.com.np/
[Accessed 23 April 2022].
Vajra at KGH dream garden, 2020. Vajra at KGH dream garden. [Online]
Available at: https://ktmgh.com/kathmandu-guest-house/2018/09/26/vajra-at-kgh-
dream-garden/
[Accessed 10 April 2022].

41