An Internship Report

on

Soaltee Crowne Plaza

Tahachal Marg, Kathmandu, Nepal

By
Shankar Singh Saud
Registration No:7-2-371-128-2014
Roll no: 1515120

In the Partial Fulfillment of the Requirement for the Degree of Bachelor of Hotel
Management, 8th Semester

Submitted
To
Nepal western
Management and Engineering college
Dhangadhi, kailali
2018
 Acknowledgements

The internship opportunity I had with Hotel Soaltee Crowne Plaza was a great
chance for learning and professional development. Therefore, I consider myself as a very
lucky individual as I was provided with an opportunity to be a part of it, I am grateful for
having a chance to meet so many wonderful people and professionals who led me
through this internship periods. I am using this opportunity to express my deepest
gratitude and special thanks to my immediate supervisors and mentors who took time out
to hear, guide and keep me on the correct path and allowing me to carry out my work
during the training period.
I express my deepest thanks to Nepal western Management nd engineering
collage (NWA) for helping me to secure the training opportunity in one of the best hotel
in Nepal start off the most important stage of my career development. I perceive as this
opportunity as a big milestone in my career development. I will strive to use gained skills
and knowledge in the best possible way, and I will continue to work on their
improvement, in order to attain desired career objectives. Hope to continue cooperation
with this company in the future.
 Introduction
Hotel Internship
Hotel management is a subject based on our practical knowledge, so internship is
the integral part of our study. Basically, hotel assignment is the report concerning about
the each and every departments of the hotel. An internship is an opportunity to integrate
career related experience into an education by participating in planned supervised work.
An internship consists of an exchange of services for experience between the intern and
the organization. Internships are used to determine if the intern still has an interest in that
field after the real life experience an internship is a work experience in which students set
clear learning objectives that connect course content to the real world employment. In
this context, I got opportunity to my internship from the 5 star rated hotel named Soaltee
Crowne Plaza, hotel. I was positioned in different departments and learned the practical
field of hospitality world.

Background of Internship
One of the most essential significance of the hotel internship is for the partial
fulfillment of the requirement of Bachelor Of Hotel Management(BHM). Moreover, the
industrial training helps the students to build up their self – confidence and motivates
them to work under pressure. The industrial training is actually where the students
experience the deviation between the real hospitality industry and their text book. It helps
them to gain wide experience to apply their knowledge in real work area. The student can
learn about different modern technology and their benefits in their work and sharpen their
skills that are acquired in daily operations of the property. In a nutshell, the industrial
training is significantly essential for the students in order to have the taste of the real
hospitality industry and to experience what is actual feels like to be in the real field. It
helps the trainees to realize the pressure and professionalism that is need in the work field
and how to work under the pressure and how to handle the guest complains. Industrial
exposure to the periods 11 month is nevertheless the short time to learn all the aspects of
hospitality industry but it helps on to decide our career which was impossible to really
decide from the theoretical course conducted. Training helps us to understand where we
can work perfect at, how is my working ability and so on? It really clarifies all the
facilities, service and operation of a hotel and giving us an opportunity to learn, observe
and tactfully convince guest. All the imagination of theoretical knowledge come on to the
live performance and the live performance isn’t only good, it’s beyond the expectation.

Objectives of the Internship

Objectives are views as outcomes. In order words, what do you expect to learn or
experience during your internship. Objectives are not tactics. Tactics should be listed for
each objective:
Provide students the opportunity to relate theory to practice in real world. Habitual
professional life.
Give students in-service orientation to a career area, they may wish to pursue.
Allow students the opportunity to work in their area of intended specialization.
Enhance students understanding of organizational and group processes, public service
obligations.
Provide, apprentice expertise a new perspective for organizational operation.

Methodology
(Organization Selection,Placement,Duration And Activities)
The methodology is applied in the systematic, theoretical way to a field of study,
so that it is ethical and beneficial. The methodology encompasses during project
preparation is both the qualitative and quantitative techniques.
The industrial report defines and analyses the subject, evaluate the facts or result of the
research presented. For the accurate, concise, clear, and well-structured report, I have
gone through all the data that I collected from all the departments (primary data), my own
personal view and lots of secondary source.
Primary data
observation and self-involvement in the work
Secondary data
official website of the hotel and hotel glossaries
hotel brochures
annual report of hotel
record maintained by the hotel
magazines and newspapers
older projects of hotel
previously handover notes and projects
hotel books

Organization Selection
As our course Bachelor in hotel management (BHM) needs to be done industrial
internship in the hotel as the part of our courses in 6th and 7th semester. We need to
select the hotels for our internship either four or five star hotels internally or abroad. In
selecting hotel organization we are assisted by the college to find the best hotel industry.
While selecting the organization,
I choose Soalteee Crowne Plaza,Tahachal,Kathmandu.I choosed Crowne Plaza due to
following reasons:
It is one of the best business hotel in Kathmandu.
Due to recommendation of college.
It is brand of IHG (Intercontinental Hotel Group)
Due to the exterior look of hotel.

Placement
After selection of the industrial trainee by Soaltee Crowne Plaza, Training
department called us for the orientation of the hotel and its various departments. MS
Anjana Khadka Trainee Manager of the hotel brief us about the brand standard of the
hotel and about the organization The Industrial placement had done to the industrial
trainee in the various department which last for total of 11months starting from Augut
2017 till 15tth August 2018. On which we will be rotating to the various areas of the
hotel for wider knowledge of operations and we are required to work on shifts.

Duration
The duration of our internship was total of around 24 weeks in which I got the
opportunity to learn about the food and beverage service department, kitchen department
During the period of my internship at soaltee crowne plaza was able to learn and gain all
those experience. These periods were my one of the memorable time which I won’t be
forgetting in my entire life time. And I believe it will help me in my career and future
development. I has worked in the following department in following days.

Food and beverage service department

Date: 1st july to 30th October september 2018
Duration : 90 days

Kitchen department
Date: 1st october to 31th December 2018
Duration: 90 days
 Introduction to Hotel Industry
A hotel is an integral part of hospitality industry which provides food and accusation to
the guest. Facilities provided by the hotel range from basic bed and breakfast to highly
sophisticated suites which accommodate all your luxury and beyond that depending on
property you choose to stay. Small, lower priced hotels may offer only the most basic
guest service facilities. Larger, higher priced hotels may provide additional guest
facilities such as swimming pool, business Centre, conference and event facilities sports
facilities, fitness centers, multi-cuisine restaurants, spas so on and so forth. Hotel
operation varies in size, function, complexity, and cost. Most hotels and major hospitality
industries have set industry standards to classify hotel types. An upscale full service hotel
offers luxury amenities, full service accommodation, an onsite restaurant, and highest
level of personalize service, such as a concierge, room service and many more. Boutique
hotels are smaller independent, non branded hotels that often upscale facilities. Small to
medium sized limited amount of onsite amenities. Economy hotels are small to medium
sized hotel establishments that offer basic accommodation with little to no service.
Extended stay hotels are small to medium sized hotels that offer longer term full service
accommodation compared to traditional hotel.
Hotel is a place where the travelers may receive food and shelter and a
comfortable temporary house. A hotel is an establishment that provides paid lodging on a
short term basis. The word hotel is derived from the French word hotel which means the
host. According to the British laws, “A hotel is a place where bonafide travelers can
receive food and shelter provide, if he/she is in a good position/condition to receive and
pay for it.”. The word hotel may be formulated by the concept to the hospitality service,
of which the primary objectives is to provide lodge and foods to the people who are
economically, mentally and physically able to receive, there are many other properties in
the field of hospitality business. Such as lodge, guest house, rest house, restaurants etc.
but the concept of hotel is only regarded with the combination of all these activities. This
actually refers to address overall expectations and needs of the guest.
Historical Development
The Hotel industry is perhaps one of the oldest commercial industry in the
world.The first inns probably started in 6th century B.C where the first Olympic
game in Greece took place.The earliest inn were opened by a family (team of husband
and wife),who provided a large halls for travelers to make their own bed and sleep on the
floor.The family also provided modest food and beverage of the time. This provision of
the service remained same for several hundred year until the industrial revolution in
England, which brought the ideas and progress in inn-keeping business.
The development of hotel industry begggined in 18th century from European countries
like Switzerland ,,France and England. The word ‘Hotel’ was first used in England in
1760 AD.During this period, establishment of the hotel called ;Garni’ became popular in
Paris (France) and ‘Chalets’ in Switzerland. But the real growth of the modern hotel
industry took place in America in 1794 AD, with the opening of ‘City Hotel’ in New
York City. The refine word ‘Inns’ are the today’s ultra-modern hotels around the world.

Development of Hotel in Nepal

After the return of King Tribhubhan in Feb 1950, the door was opened for foreigner
waiting to visit Nepal. Though the door was not Totallly closed for eager visitors, Nepal
was considered only as a forbidden land, there were few lucky visitors who could get
permission to enter in this mysterious Himalayan country of Nepal.
Some famous visitors who entered Nepal before 1950 were:
 Huen Tshang in 7th century A.D.
 Capuchin Triar in 17th century A.D.
 British colonbal, William Kirkpatrik in1793 A D, who wrote a book called ‘an
account of the kingdom of Nepal’.He was the first English man to Visit Nepal.
 Hodgson, a British resident representative lived in Kathmandu in 1824.
 Ekai Kawaguchi, a Japanese traveler traveled Nepal in 1899.
 Dr. Ripley, a British visited Nepal in 1940.
 Dr. Robert Flaming first visited Nepal in 1947.
All visitor were royal guest invited by Ranas.Till this period there were no hotels and
restaurant in the country.
A Russian citizen named Boris Lissanevitch In Nepal ijn 1951 as a royal guest of
king King Tribhubhan and within three year of time(1954)opened Royal Hotel at
Bhahadur Bhawan.This was the first milestone in the development of hotel in
Nepal,although there were other two hotel already opened Himalayan Inn and Paras Inn
It was only 5 decades back that the concept of hotel building has started in Nepal. The
‘Himalayan inn’ and ‘Paras inn’ were considered to be first hotel established in 1950 &
1951 respectively in Nepal. Full credit goes to Mr. Nara Shamsher Rana who established
‘Hotel Jawalakhel’ in 1952. In 1954 Mr. Boritch Lissanevitch, the Russian master chef
was invited to organize a banquet party for 160 royal invitees during the coronation of
late king Mahendra. Later he was requested to stay in Nepal and help to promote hotel
and tourism industry by king. In the same year the first tourist standard hotel named
‘HOTEL ROYAL’ located at Bahadur Bhawan Kantipath was introduced with the
assistance of Mr. Boritch. By the year 1958 hotels like Coronation, Hotel Green View,
Hotel Emperor, Hotel Panorama etc were established. The Hotel royal got closed in1960
and Mr. Boritch ‘Yak & Yeti’. In 1964 first four star hotel of Nepal named ‘Hotel
Shanker’ located at Lajimpat was established.
In the same year ‘Hotel De L Annapurna’ located at Durbarmag was established
which was the first five star hotel of Nepal. Whereas ‘Hotel soaltee’ at Tahachel,
Kathmandu was second, introduced in 1966.Hotel Association of Nepal (HAN) has been
established in 1967. In 1972, ‘Hotel Blue Star’ has been stared located at Thapathali
Kathmandu. Slowly and gradually with the increase in number of tourist visiting Nepal
has created new dimension in the field of hotel industry. By the end of 2012 there are
almost nine five star hotel, more than 20 four star hotel and more than 100s of tourist
standard hotels, located inside and outside the valley. Some of the Chain hotel in Nepal is
listed below:
Radisson
Soaltee Crowne Plaza
Hyatt Regency
STAR HOTEL AND RESORTS OF NEPAL
5 Star Hotels 4 Star Hotels 3 Star Hotels Resorts
Hotel Soaltee
Hyatt Regency
Radisson Hotel
Hotel Annapurna
The Everest Hotel Hotel Yak and Yeti
Hotel Shangri-La
The Malla Hotel
Hotel Shankar
Hotel Himalaya
Hotel Royal Singhi
Hotel Vaishali Hotel summit
Fishtail Lodge
Hotel Tibet
Hotel Harati
HotelMarcopolo
Hotel Manang
Hotel Marsyangdi
Hotel Garden Fulbari resort
Gokarna Frest Resort
Godavari village Resort
Park village Resort
Mirabel Resort
Nirvana Golf Resort
Development Of Hotel Companies
At the beginning of twentieth century new concept in the hotel industry were
introduced.
1. International Chain Associations:
A hotel chain is a series of hotel under a common brand name,spread both
nationally and internationally.International chain operation are spread across the
continents.The international chain brand provide the expertise,technology and marketing
that individual hotel do not have.Their main feature include standar dization of
sevices,facilities and price.Many chain attempt to operate the hotel in most capital cities
throughout the world.
Some of the large chain which are almost house hold words in the industry are
Accor,Carlson Rezidor Hotel Group,Four Seasons Hotels and resorts,Hilton Worlwide,
Hyatt Corporation,Intercontinential Hotel Group(IHG),Marriott International,
Millennium Hotel, Starwood Hotel and Resort etc.
a)Partnership: It occurs when a chain and an independent investor jointly finance a hotel
project.Both becomes the owner of the property and jointly operate with the investments
of their individual expertise and talents.They sharew in the profits and liabilities on an
equal basis.Another arrangement could be a straight lease agreement.In this,hotel reviews
a aproperty of investor then leases the property to the chain on an annual leases basis.
b)Franchise: A franchise is a license to use sa brand name given by franchiser to a
franchisee who can be an individual partner,a small corporation or a group of investor.It
is a license to use a franchisers concept of business method of operations and name.The
franchiser provides the operating manuals(Standard Operating Procedures) to the
franchise to ensure international quality and services of the brand.And in this agreement
the franmchisee is required to maintain the quality standard to the franchiser.
c)Management contract: A hotel chain and individual hotel owners makes an agreement
of management contract.The management contract is generally for thee purpose of
getting international recognition,hotel expertise and a profitable operation.The parent
company allow to use the brand name and a total management system,exactly like the
parent company.In many cases the business is managed by the management team system
selected from the parent company itself.
2. National Hotel Companies:
Some countries have national hotel companies which operate hotel ar
home and abroad. Such as the ‘Taj’ and ‘Oberoi’hotel group.These are both companies
which are well known outside India.
3. Small Hotel Group:
Not of all group of hotel are large or widely dispered.Some companies
own a group which may consist of no more than fout to five hotel and they may be
confined to a particular area such as the beach resort.
4. Independent Hotels:
These are the hotel which are privately owned or independent of any
company.Many guests enjoy staying at an establishment of this type because of the
individuality of the operation.Example,Botique hotel
5.Hotel Consortium:
Independently owned hotel fropm a liaison which provide them with the
advantage of shared adverrising cost,bulk purchasing and referral of booking. The guest
has the advantage of knowing each hotel in consortium.These hotel will be similar
standard abnd price.Best western hotel is an example of a worldwide network of
independlty owned hotel.

Classification of Hotel
There is no any exact classification for the hotels. However, hotels are classified on the
basis of the service they offer number and the types of the rooms they hold, area of the
location and much many factors. The following bases of classification are;
According to location
Down-town hotel
Airport Hotel
Motel
Resort
According to Size
Small Hotels (1-25 rooms)
Medium Hotels (25-100 rooms)
Large Hotels (100-300rooms)
Very Large Hotels (above 300 rooms)

According to length of guest stay

Inns
Apartment
Family Hotels

According to Types of Clientele

Business Hotel
Group Hotel
Convention Hotel
Youth Hotel
Hospitality and Tourism Environment in Nepal
Tourism and hospitality are the key sources of foreign currency revenue of Nepal
and the Government of Nepal has been giving more attention to the development of the
tourism and hospitality sector. Nepal is rich and beautiful in terms of its natural
resources. World’s highest mountain, Mt. Everest, good weather, and geographical
diversity are its main features. People from all over the world come to this place to see
the mountains, falls, lakes, rivers, gorge which never fail to impress anyone’s heart. If
adequate infrastructures for the development of tourism industry could be developed then
there were more possibilities for the development of this industry. A mountainous
country, Nepal lies on the kind lap of great Himalayas. It is world famous for its natural
beauty and uniquely famed tradition and culture. The diverse flora and fauna, tranquil
lakes and rushing waterfalls, the diverse landscape, the panoramic snow-capped peaks,
best of all Mr. Everest, the tallest summit in the world etc., lend the country a charming
beauty. Here are the 8 highest mountains among the top 10 peaks in the world. Here 1300
peaks above 600 m are located in this Himalayan range in the Nepal. Not only that, more
than 200 peaks higher than 6000.
So, countless visitors both native and foreigners make their plural visits to Nepal
and see the wonderful vistas of nature, taste the excellent flavor of ethnic culture and
tradition, read the glorious history and incredible stamina and endurance of the Gurkhas.
Therefore, Nepal has a great potential of tourism. Tourism means the business of
providing accommodation and service to the tourists. We should warmly greet the
visitors with our open hearts.
Tourism is the largest industry of Nepal and the largest source of foreign
exchange and revenue. Tourism business in Nepal has been one of the major income
sources. Possessing 8 of the 10 highest mountains in the world, Nepal is a hot spot
destination for mountaineers, rock climbers and people seeking adventures. The Hindu
and Buddhist heritage of Nepal and its cold weather are also strong attractions.
International tourists travel from one country to another. Fifty years ago, this kind
of tourists was seen very less in numbers due to transportation facilities, less number of
hotels, poor information technology etc. now due to all kinds of facilities, there has been
an increase in the number of international tourists. Nepal, a mountainous country is also
known as the third pole of the world. The people, rich cultural an important role in
recommending Nepal is popularly known as an ultimate destination. In terms of the
tourist destination, Nepal has been rated as the second ultimate destination. New Zealand
is the first destination in the world. Nepal comes after New Zealand. Nepal is a country of
ethnic and topographical diversities, rich flora, and fauna, with exceptional architecture
which are matchless in the world.
The tourism history of Nepal is not long. It started from the expeditions and
exploration and has taken a big jump to be the major industry. It has gained a remarkable
position in Nepali economy. To cater to the need and desire of the tourists changing every
day and their changing behavior we are running different tourism activities. Tourism has
much advantages-firstly; tourism helps earn huge foreign currency, for tourists who visit
Nepal spend a lot of money, provide employment opportunities thus have multiplier
effect. Secondly, it promotes hotel industry. They like to stay in cozy and well-furnished
hotels. Likewise, it preserves our unique traditional arts and crafts, for they purchase our
antique Nepalese products. Those who come into contact with the tourists shed off their
prejudices and cultivate a broad and far-sighted outlook. They become cosmopolitan in
manner and can adjust with the people from other countries. In addition, the tourism also
market Nepal and find the real nature of the Nepalese. Thus, it makes Nepal known to the
rest of the world.
Despite all these debts, there are many problems to develop tourism. We Nepalese
lack hospitality industries in all touristic places such as the naturally beautiful,
historically and artistically important to cater the all needs of tourist and are not made
accessible as it is supposed to be to increase length of stay. Therefore, to attract more and
more tourists, the infrastructures should be well developed. They should be ensured about
their security. The cozy and full service hotels should be established in different parts of
the country. Similarly, good transportation system, communication system should be
provided. In oreder promote tourism massive programs like-Visit Nepal Year, the
Destination Nepal etc. should be launched, best of all; the government should invest a lot
in this sector.
 Introduction of Soaltee Crowne Plaza
History of Crowne Plaza
Crowne Plaza is a chain of full service, upscale hotels catering to business
travelers and to the meetings and conventions market. It forms part of the
InterContinental Hotels Group family of brands, which include InterContinental Hotels &
Resorts and Holiday Inn Hotels & Resorts, and operates in 52 countries with more than
400 hotels, usually located in city centers, resorts, and coastal towns or near major
airports.Originally branded as "Holiday Inn Crowne Plaza", the first United States
Holiday Inn Crowne Plaza Hotel was opened in Rockville, Maryland, in 1983. Within a
couple of years the brand was spun off as an independent chain (still owned at the time
by Holiday Inn). The first Crowne Plaza Resort opened in Madeira, Portugal, in 1999.
Today, the brand represents 410 hotels globally in 52 countries with 112,317 rooms (as of
March 2016) and an expanding 81 hotels in the pipeline. In 1990, the InterContinental
Hotels Group purchased the Holiday Inn family; today its portfolio includes the luxury
brand InterContinental Hotels & Resorts, the upscale boutique brand Hotel Indigo, the
upscale extended stay brand Staybridge Suites, the midscale extended stay brand
Candlewood Suites, the midscale, full service brand Holiday Inn Hotels & Resorts,
Holiday Inn Club Vacations, EVEN Hotels, HUALUXE Hotels & Resorts, and the
midscale limited service brand Holiday Inn Express.
Soaltee Crown Plaza was established as a name Soaltee Hotel in November 25,
1966. At that time there was one building of oaltee hotel which was named as Princep
Wings. Princeps wings content 106 rooms. After few years it takes the brand of Oberoi in
1969. After nine years in 1978.Soaltee extended its room division capacity by building
Himalayan Wings which contain 170 rooms with world class facility. Slowly Soaltee
increase market and it establish a luxury room Regal suites in 1987. It discontinues
contract with the Oberoi and converted in Holiday Inn in June 1994. Again Soaltee
renewed as Soaltee Crown Plaza in 1998.
About Hotel
A. About IHG
Intercontinental Hotels Group (IHG) is the world’s most global hotel company and the
largest by number of rooms. The Group has more than 3,500 owned, leased, managed and
franchised hotels and approximately 536,000 guest rooms across nearly 100 countries and
territories. There are more than 4400 hotels around the world with still lots of hotel in its
pipeline. IHG owns, manages, leases or franchises, through various subsidiaries, over
4,400 hotels and more than 650,000 guest rooms in 100 countries and territories around
the world. The Group owns a portfolio of well recognized and respected hotel brands
including InterContinental Hotels& Resorts, Hotel Indigo, Crown Plaza Hotels &
Resorts, Holiday Inn Hotels and Resorts, Holiday Inn Express, Stay bridge Suites and
Candlewood Suites, and also manages the world’s largest hotel loyalty program, Priority
Club Rewards with 48 million members worldwide. Holiday Inn was established in 1952
AD and in 2002; it celebrated its 50th anniversary. Holiday Inn is a brand of hotels within
the InterContinental Hotels Group (IHG). It is a midscale hotel.
IHG’S Ambition
“To become one of the best hotel companies in the world for guests, employees, owners
and stakeholders”.
IHG’S Vision
“To become one of the great companies in the world through creating great hotels guest
love”.
Our Core purpose
Great Hotels, Guests love
IHG strategy
The Group’s vision is to become the world’s leading hospitality brand owner. By
focusing on our branding, managing and franchising strengths, the Group will continue to
drive return on capital employed and shareholder returns. We will:
Strengthen our portfolio of strongly differentiated brands through increased room night
delivery to franchisees, enhanced hotel management skills and brand innovation.
Grow our management and franchised fee income by exploiting significant potential in
the upscale segment worldwide and building large-scale, strong midscale positions in
major world markets.
Focus the organization by containing or reducing operating costs through simplification,
reduction of asset ownership, infrastructure improvements and investing in the skills of
our people.
Continue to reduce capital by selling the real estate assets of the majority of our hotel
portfolio while retaining management or franchise agreements in most cases. Ownership
of assets will continue only if assets present strategic brand value for the group.
Return excess funds to shareholders or reinvest in growth opportunities, while
maintaining appropriate efficient debt levels.
IHG strengths
High, quality, strongly, differentiated, brands
The Hotels group has a wide range of excellent brands, supported by high quality and
service standards which deliver an excellent guest experience and encourage brand
preference.
B. About Soaltee Crowne Plaza Kathmandu
Soaltee Crowne Plaza is considered a legendary landmark that is synonymous with
tourism in Nepal as the hotel was established in sixties and the growth of the hotel
coincide with the development and the maturity of the tourism industry Nepal. Soaltee
Crowne Plaza provides excellent services in lodging and fooding to the top class visitors
in Nepal. Soaltee Hotel is the first hotel to attract foreign investment and to entrust its
management to the leading Indian Hotel Company, the Oberoi Hotels Private Limited in
the year 1969. Since then the Company expanded its horizons and moved with the times
to be the first Nepali Company to obtain a loan from the International Finance
Corporation (IFC), the private arm of the World Bank, for the construction of additional
guestrooms bringing up the number of total rooms to 282 luxurious rooms. Over the
years, Soaltee Hotel engaged itself with a top notch international hospitality brand, the
world famous InterContinental Hotels Group (IHG) which is looking after the operation
of Hotel Soaltee Crowne Plaza synonymous with excellent service and luxury.
Soaltee Crowne Plaza Kathmandu is a preferred destination for Business Meetings,
Leisure and all Celebrations. The hotel boasts 282 luxuriously appointed rooms, 7 regal
suites equipped with all the state of the art amenities along with the 42 inch LCD screen,
Wi- Fi- Internet, personalized butler service, Valet Service, Separate Check in Area, etc.
Soaltee Crowne Plaza is exceptional blends of resort like setting and traditional elegance
combining state of the art facilities with service par excellence making it a preferred
destination for business meetings, leisure and all celebrations. Some features of Soaltee
Crowne Plaza are:

Deluxe Rooms
The hotel offers 131 deluxe rooms which offers Garden view and Swayambhunath
Stupa view which will enthrall you and create unforgettable memories.
Executive Rooms
The hotel offers 102 luxuriously appointed rooms equipped with state of the art
amenities. The Mountain View from the rooms will enthrall you and create unforgettable
memories.
Crowne Plaza Club Rooms & Twin Room
Situated on the 5th Floor of the Himalayan Wing over looking serene surroundings,
Crowne Plaza Club Lounge Service provide premium accommodation with the highest
levels of quality, personalized service and comfort to the guests.

Regal Suites & Regal Suites Living Room

The hotel has a separate building that houses seven luxurious Regal Suites with some
extra space to relax, work and socialize. Regal Suite guests also have an excess to the
Crowne Plaza Club Lounge.
Location
Soaltee Crowne Plaza Kathmandu is located in the suburbs of Tahachal just ten minutes
away from the city centre and 15 minutes away from the airport. It is spread over 11 acres
of space and surrounded by manicured gardens and with views of the mountain ranges,
the Soaltee Crowne Plaza offers a resort atmosphere for both business and leisure
travellers. On the way to it, there are the grounds in peace and can absorb the mountain
view that surrounds Soaltee Crowne Plaza Kathmandu, then drop into Rodi Bar for a
celebratory drink. Soaltee Crowne Plaza Kathmandu is in peaceful Tahachal, 4km from
the palaces and temples of Durbar Square in the city centre. It is 6km from Pashupatinath
Temple and 3km to Swoyambhunath Stupa Shrine. The hotel offers free coach transfers
to the hotel on request (subject to availability).
Dining
The hotel has five world-class restaurants and a Bar. Kakori features meals cooked in
tandoor, using recipes and methods preserved since the mediaeval ages. Garden Terrace
restaurant serves multicuisine and all day dining with breakfast, lunch and dinner.

Hotel Factsheet
Spread across 12 acres of landscaped grounds that echo the mountainous beauty of
Kathmandu Valley.
7 Meeting Rooms, seating from 15-50 attendees as well as large conference rooms which
can accommodate up to 750 guests.
Two spacious Ballrooms of capacity to host up to 2500 people along with covered
outdoor venue.
Wi-Fi connectivity across the hotel.
Spacious rooms with the 42 inch Plasma screens in all rooms.
Fitness Center with modern equipment, steam and sauna rooms.
Outdoor Swimming Pool and a Tennis court along with a Health Club.

Airline Catering:
As tourism industry gradually emerged during 1970s more international airlines
connected Nepal, at this period a need for an on-board catering service was felt and the
Company, Soaltee Hotel Limited started Nepal’s first flight catering service for both
domestic and international airlines, which is now operated as LSG Sky Chefs
Kathmandu. Presently subsidiaries and associate companies are currently developing
premium hotels across the country to support Nepal’s tourism industry and create
economic opportunities in new areas through the development of hotels for international
and domestic tourist and business travelers.
Soaltee Hotel Limited owns the full-fledged state-of-the-art facility Flight Kitchen at
Tilganga, Kathmandu in the vicinity of Tribhuvan International Airport. The Flight
Kitchen is operated by the Soaltee Crowne Plaza, Kathmandu in with the franchise of the
International brand LSG Sky Chef a subsidiary Company of Lufthansa German Airlines.

HOTEL ROOMS
Himalayan Wing No. of Room Princep Wing No. of Room
Deluxe Room 37 Executive King 70
Deluxe Twin 94 Executive Twin 32
Executive Club 33 Executive Suite 3
Executive Suite 6
Total Rooms 170 Total Rooms 105
Regal Suites : 6
Rara, Roopa, Phoksundo, Begnas, Tilicho,Phewa

Presidential Suite: 1
Gosainkunda

Dining & Entertainment

Soaltee Crowne Plaza is well known for its best food and the varieties it provide.
Whatever your taste you can indulge it in five world class restaurants in Soaltee Crowne
Plaza.
AL Fresco:
Located at the pool side, Al Fresco restaurant serves authentic Italian cuisine and is the
most popular Italian restaurant in town.
The Garden Terrace Coffee Shop:
Overlooking a Garden Terrace the Coffee shops is open for all meals and serves
continental, Oriental, Western and Indian style meals and light snacks .Extensive
International buffet is laid for the Breakfast, lunch and dinner.Its opening time is from
6:30Am-10:30PM.
China Garden:
A Chinese experience with a twist. The Chinese Restaurant is where the recipes also
come beyond the shores of china. Its opened only for lunch& Dinner.

Kakori:
Located at the poolside, this neo-traditional restaurant serves exquisite Awadhi cuisine at
its best and it is only opened for Dinner.
The Rodi Bar:
A “Rodi” is the traditional place in any Nepali village and Hamlet where villagers gather
for enjoyment. Found just off the hotel’s lobby and is a popular social and business
rendezvous and it offers the choicest drinks and snacks.

Facilities & Special Features:

Soaltee Crowne Plaza Offers 282 Deluxe Crowne Plaza Club rooms, Eight Executive
Suites, and Seven Regal Suites. The Regal Suites have accommodated numerous Head of
States and other dignitaries over the years. For the needs of the business traveller, there is
fully equipped business centre with online facilities. Online connectivity with personal E-
mails identification can also be provided in the rooms. The health club features a fully
equipped gymnasium, sauna &Turkish bath, Beauty parlour, Barbershop, Tennis Court
and Swimming Pool. The hotel Shopping Arcade offers excellent shopping opportunities
and guest can pick up some souvenirs for their memories. The travel desk can organize
car rental, International & domestic Flight ticket booking and reconfirmation, and Tour
arrangement.
Banquets and meetings:
Mega Malhar Convention Centre, recognized amongst the best in South Asia, offers an
opportunity for successful and professional meetings to be held in this exotic destination,
The Megha Convention Centre is housed in an independent complex and boasts two large
conference halls, able to be combined into one impressive ballroom, two small lounges,
an independent boardroom and the flexible Malshree Room,complete the choice. The
rooms can accommodate meetings from 10 to 600 delegates and are ideal for seminars,
trainings sessions, sales presentations, product launches, extravagant theme events and
secure boardroom meetings. The centre is linked to the hotel lobby and also has a
separate entrance for non-resident guests. Modern business centre is also located in the
complex, providing full support to the meetings and conference in progress. Meals
customized to the conference theme or the tastes for your delegates can be organized to
enhance the convention experience. And there is a new conference hall which is at its top
quality n Standard n its MADHAVI.
C. Soaltee crowne Plaza Property Leaders
S.N Name of Department Department Head Name
1 Executive Chairman Mr. Dinesh Bahadur Bista
2 Director Shree Ravi Bhakta Shrestha
3 Director Mrs. Jaya Rajya Laxmi Shah
4 Alternate Director Mr. Stephen John Carroll
5 General Manager Upaul Majumdar
6 Executive Ass. Manager Vijaya Nanmaran
7 Front Office Manager Shyam Tandulkhar
8 Ass. Front Office Manager Umesh Khadka
9 Executive Chef Yubraj Pokhrel
10 Executive Housekeeping Mr. Anup
11 Ass. Executive Housekeeping Shangam Shrestha
12 F & B Manager Kedar Panday
13 Assistant Banquet Manager Ram Dahal
14 HR Executive Sarju Ranjit
Departmental Sections

HOUSEKEEPING DEPARTMENT
Introduction
Housekeeping department possess the never ending tough most vital job ever to perform
in the hotel industry. From the floor to the ceiling, from the spring of the bed to the hook
of the curtain, all the entire job of the housekeeping is performed by the staff.
The term housekeeping refers to “keeping the house cleans comfortable and safe”. It is
regarded as the backbone of all the lodging industry. Housekeeping is considered the key
supporting department that helps in earning major revenue in hotel. Out of total revenue
earned by the hotel 50% and more is generated from room alone. It also ensures that the
content and amenities of guest room are maintained at high standard to meet the guest
satisfaction.
Usually, Executive housekeeper allocates, supervise and monitor daily and periodic
cleaning, maintaining and decoration. They are also responsible for up-keep of the entire
area of the hotel except kitchen, bar, food and beverage, store and pantries.
To manage housekeeping department following should be considered:
Recruit skilled and semi-skilled manpower.
Design and décor of guest room, bathroom, floor pantries.
Design and layout of section of housekeeping.
Selection of proper furnishing.
Hire temporary staff for managing peak season.
Plan and organize the work efficiently.

Section of Housekeeping Department

Linen and uniform room
The current linen and uniform are stored or stocked for issuing and servicing.
There are adequate shelves to store the linen and uniform.
The room should be free from humidity and heat.
The uniform and linen of every staffs are stored properly with hanging facilities.
Lost and found
This section has a small space away from thoroughfare.
This section is very secure, cool and dry with a cupboard to store all guests’ articles that
are lost and may be claimed later.
Linen and uniform store
This is store for stocks of new linen and uniform.
The store stocks maintain should enough to replenish the whole hotel once over.
Control desk
The main communication center of the department.
The nerve center of the department which co-ordinates with the front office, room
service, engineering, etc.
The room is contained of large notice board including of schedule of day to day.
Laundry
All the guests and staffs uniform and linen are washed, dried and ironed.
The restaurant linens such as table cloth, napkins, mat, etc. are also washed.
Different chemical are used for different types of stain.
Even the wiping clothes are provided by laundry.

Organization chart of Section of Housekeeping Department

FRONT OFFICE DEPARTMENT
Introduction
Front office is the most visible segment of any hotel industry which is strategically
located at the entrance of the hotel building with in the high traffic lobby area. It is the
first department noticed by the guest. It is the department which is responsible for the
sales of hotel rooms through systematic method of reservation followed by the
registration and assignment. It is attractively design and systematically and sufficiently
equipped to perform the necessary formalities relating to arriving and departing guest.
The front office in a hotel holds a prime importance and view of the business of a hotel
i.e. to sell rooms. Revenue collected from the sales of room is very high. Since this is the
only department which has got first and last point of contract of every guest with the
hotel.

Room rates
One of the challenges for a Front Office manager is to establish room rates. Room rate
must satisfy the following purposes;
It must be competitive with competition.
It must contribute to the revenue of the property to keep business healthy.
Tariff of soaltee crown plaza hotel Kathmandu
Room Type Single and double
Superior room USD 225
Deluxe room USD 280
Plaza club room USD 330
Extra bed USD 55

SUITES ROOM
Room type Single & double
Junior suite room USD 405
Deluxe suite room USD 580
Presidential suite room USD 680
MEALS
Meal Rates
Breakfast USD 14
Lunch USD 19
Dinner USD 20
All rates quoted above are subjected to 10% service charge and 13% VAT
Tariffs are subject to change without prior promise.
Organization chart of Section of Front Office Department

Fig: organization chart of front office

KITCHEN DEPARTMENT
Introduction
Food production department is responsible for the actual preparation of food items and
food and beverage department systematically serve food from the kitchen to the
customers table as per their choice or order.
Food production in catering term simply refers to the food preparation and control. The
kitchen is a place where food is prepared. In a hotel or in restaurant a special room is
used for food production and is known as kitchen. In outside catering it is a place
assigned for food production like in trekking, rafting etc. the word kitchen comes from
French word cuisine which means art of cooking or food preparation in the kitchen. In
modern hotel management cuisine refers, to the art of cooking and style of service.
Kitchen is the central point of all the hotel and restaurant where food is prepared. It is
also known as the heart of hotel. The main purpose of kitchen is to produce right quantity
and quality of food at the best standard for required number of client/guest.

Section of Kitchen Department

Garden Terrace (G.T kitchen)
It is a continental kitchen which serves the continental, Italian food. it plays a main role
for serving the early breakfast, lunch dinner for the in-house guest. All type of continental
a la cart food is served from this kitchen.

Indian Kitchen
There are two Indian kitchen in Soaltee:
Kakoori is typical Indian kitchen which open for only dinner where typical Indian
specially south Indian food is available.Next Indian kitchen is located near to GT kitchen
which is operate for breakfast, lunch, Dinner,and all type of a la cart in the garden terrace
restaurant.
Pantry (Cold Kitchen)
It is the cold kitchen of the hotel where all type of cold food is prepsred for all restaurant
and banquet in the hotel. All type of vegetable carbing are also done here. It is located in
between Chinese kitchen and Indian ktchen. Food like canopies’,salads, dressings are
prepared here.
Miteree cafeteria(Cafeteria Kitchen)
Mitari Café is the staff kitchen where all the meal is prepared for staff of hotel. It is
located in the basement of Princep Wings. In this café 50 people a time can enjoy the
meal. Every day in a week have a separate food menu so that staff can enjoy with
different varieties of food. Every employee should take the coupon from the HR
department to consume the meal.
Bakery
It is located in between the Princep Wings and Himalayan Wings. In the side of Bulk
Kitchen and Indian Kitchen. Varieties of bakery item such as
Varieties of cake and pastry item are prepared
Soft Roll, Muffin, Dinner rolls, plaits, bread sticks, twists,trefoils, croissants
Different types of sweet items are also prepared for in house guest.
Breads for inhouse guest for breakfast, hotel staff breakfast it is prepared. Staff also can
purchase the bread in to take in their home.
Butchery
It is located in between the Indian kitchen and Bakery.All types of whole meat are
prepared in this section. Different shape of meat such as
Dice shape for different curries such as chicken curry, mutton curry etc
Jardinière shape for snacks
Fine chopped for rolls, momo and so on.
Banquet kitchen
It is one of the main kitchen of the hotel located in the basement of Princep Wings. It is
the largest kitchen of the hotel. In this kitchen multinational food is prepared such as
Nepali, Chinese, Indian, Continental, Italian etc. Banquet kitchen is also very important
part of food production department. This kitchen deals with the bulk production. Here the
food prepared for the banquet function deals with the bulk production. Here the food is
prepared for the banquet function and ODC. Banquet kitchen prepares food for the
banquet parties. It is located near banquet halls, so that the food can be transported easily
and safely. As there are big parties or ceremonies held in the banquet kitchen prepares
food items the bulk quantity from snacks, salads and main course. In Radisson Hotel,
there is one cold section for preparing salads and theother hot section for preparing
snacks and main course of the function. The banquet kitchen plays a vital role in
generating revenue through the sales of food in a bulk quantity.

1. Boa Xuan kitchen

Organization chart of Section of Kitchen Department

Fig: organization chart of Kitchen Department

Food and Beverage Service Department

Introduction to food and beverage service department:
Eating away from home is generally increasing and there is widening diversity in the
nature and type of food and beverage on offer. Because of the expansion of the industry
an increasing pressures for improved professionalism in food and beverage service staff,
there is even greater need for more people to make their careers in this noble profession
alongside the need for improved confidence and performance through higher standards of
knowledge and skills
Food and Beverage service is the essential link between the menu, customers, beverages
and other services. The server is the main point of contact between the customers and the
outlet. It is an important role in a profession with increasing national and international
status. The skills and knowledge of food and beverage service and therefore, careers are
tr3ansferable between outlet, sectors and throughout the world.
The main aim of Food and Beverage service is to achieve customer’s satisfaction or to
meet the customer’s need. The importance functions include the design and development
of the menus, pricing, portion control, wastage control, customer staff relation and staff
training.
Every hotel and restaurant have their own unique hospitality and service style according
to their culture and type of restaurant or cuisine they are offering to the guest but the
definition of the service is the same “Service is not asked it is offered”. In general, any
intangible aspect while providing/presenting any product to the guest or customer is
service. For example; smile, personality, intra personal relationship (manners and
behavior) of the individual while serving the goods and services to consumer (guest) are
called Service.

Organization chart of food and beverage service department

Fig: organization chart of F& B service

Food and Beverage Outlets

Soaltee Crowne Plaza is well known for its best food and the varieties it provide.
Whatever your taste you can indulge it in five world class restaurants in Soaltee Crowne
Plaza.
AL Fresco:
Located at the pool side, Al Fresco restaurant serves authentic Italian cuisine and is the
most popular Italian restaurant in town.

The Garden Terrace Coffee Shop:

Overlooking a Garden Terrace the Coffee shops is open for all meals and serves
continental, Oriental, Western and Indian style meals and light snacks .Extensive
International buffet is laid for the Breakfast, lunch and dinner.Its opening time is from
6:30Am-10:30PM.
China Garden:
A Chinese experience with a twist. The Chinese Restaurant is where the recipes also
come beyond the shores of china. Its opened only for lunch& Dinner.
Kakori:
Located at the poolside, this neo-traditional restaurant serves exquisite Awadhi cuisine at
its best and it is only opened for Dinner.
The Rodi Bar :
A “Rodi” is the traditional place in any Nepali village and Hamlet where villagers gather
for enjoyment. Found just off the hotel’s lobby and is a popular social and business
rendezvous and it offers the choicest drinks and snack
Other Activities:
Weekly brand audit classes
Winning ways Wednesday(Games,Thank You Card Distribution)
IHG service week.

4.Peformance and Observation:

The duration of my training was 6 months and I have done my training for 6month in
each of the two major operational departments. These departments are inter linked to
each other and need to work together for required outcome.
Food and Beverage Service: The Garden Terrace Restaurant
The first department I was trained in was as a server in the all-day dining restaurant of the
hotel, the Garden Terrace. It was operated from 06:30 a.m. in the morning to 10:45 p.m.
at night. It served multiple cuisines and mainly opened for buffet breakfast lunch and
dinner. It also served A’ La Carte menu. The major responsibilities I had to carry are as
follows:
During the opening of the morning shift, put buffet cutleries; bring food from the specific
kitchens for the buffet, put nametags and boards.
For the live station area, take order from the guests and take it to their respective tables
when prepared by the chef.
Check the buffet and refill the required dishes from their respective kitchens.
While looking after tables, pour water to guests, provide them hot beverages, clear their
plates and do layout after the guests has left.
In the back area, bring the washed cutleries and glasses from the stewarding area and
wipe the neatly and take it to the side stations.
Pick up of the food from respective kitchens for the lunch and dinner.
Cleaning of own station, refilling salt, pepper and sugar pots.

II.Housekeeping Department
Housekeeping involves with cleaning the rooms and suites, keeping amenities, up
keeping the hall rooms and public areas and laundry department.
Rooms: When duty is assigned in room, a certain floor is given to a certain number of
staffs and trainees. The first thing to do is check the working trolley for equipment and
then look at the departure list and if any room has asked for the service. Then we start the
job by first removing waste, soiled linens and other items. The toilet is cleaned using the
chemicals like R1, R2, R3, R4 and R5. Proper towels and amenities are kept. The bed is
made with fresh linens and dustings of the room is done thoroughly. Lastly vacuuming is
done and final touch is given.
Laundry: The areas of activities in laundry are firstly separating towels, bed sheets,
uniforms and other items. The uniforms are ironed in separating machine while linens are
ironed with bigger press. The ironed linens are folded on the other side and given to linen
room.
Public area: The public area includes the halls, corridor, lobby and porch. Before the
event the halls are cleaned thoroughly and bathrooms are stacked with supplies. The duty
is to be stand by for up keeping and emergencies. The bathrooms are checked time to
time for cleanliness.

III.Food Production Department

Among the different types of kitchen, I got to work in the banquet kitchen. The food were
prepared in large quantities and a lot of mise en place had to be done
The opening of the kitchen is done in the morning by putting out vegetables, spices,
condiments etc. Required supplies are also brought from store in the morning.
After looking at the banquet event order mise en place is done like cutting, peeling,
grating , marinating etc.
The main task of a trainee was a live station where food is prepared in front of the guest
as per the request made.
Another duty was to keep the kitchen neat, tidy, and put things in their place.
Putting tags on the cooked and uncooked food according to their expiry date and type.

IV.Front Desk
The front desk was divided into various sections such as reception, GRE desk, cashier
counter and bell desk. I got to work in bell desk as well as in reception.
For the arrival of guests, help guest by bringing their luggage, making them comfortable,
showing them the check-in counter and putting the tag in their luggage. After guest gets
their room, take the guest’s luggage and escort them to their room.
For the departure, check whether guest needs help with luggage down, inform the cashier
with errand card and when guest had paid their bill take the luggage to the vehicles.
Help guest arrange car, show the locations or any other queries.
Receive phone call and help guest or transfer to required department.
Cooperate with receptionists, cashiers and duty managers.
Welcome if any VIP guests with tika, flowers, garland as per their need.
Put newspaper all around the rooms and offices on the daily basis as per request.

5.Analysis of Activities done/Problem solved:

Food and Beverage Department:

During my internship period of 6 month I choosed food and beverage service and
did training foer 3 month and 90 days. restaurant and my assignment was to handle two
section.The specific assignment that I had to handle during my internship was when I was
in Food and beverage department.There was function of Chaudary group in which we had
to handle breakfast lunch and dinner.The most difficult task was there was two buffet
breakfast.There was aroud 400 guest and we had to serve them their food according to
their choices.There was 3 trainee at my section and we successfully serve them their
order in time.Afetr breakfast we had to setup for lunch and we suceesfully completed the
lunch setup also.

Food production department

6.RECOMMENDATION/SUGGESTION
In overall visualizing, every department of Soaltee Crowne Plaza work efficiently and
well equipped with all the necessary facilities.
Suggestions to Food and Beverage Service Department
In overall visualizing, the food and beverage service department work efficiently
and well equipped with all of the necessary facilities. The trainees should be guided well
so that they don’t get problem while facing the guests during service, this will increase
the efficiency in work.
In my personal opinion the staffs must be strictly checked regarding the uniform
and punctuality in time because the tidiness makes good image upon guests and
punctuality help in increment of efficiently.During the busy time the service staffs make
so much rush that the possibility of breakage is more and cost control in this case is not
possible. Hotel should recruit only qualified and literated staffs. Managers should be
strict to their staffs and more staffs should be recruited for increment of working
efficiency of staffs and trainee.

7.Conclusion

In conclusion, Nepali hotel industry is still in growing phase and has overcame a lot
before reaching this stage. Soaltee Crowne Plaza being one of the oldest hotels has
certain image and by getting to work there, I have come to know the various aspects of
the hotel. The main aim of this internship is for me to learn about the basics and explore
the various departments of the hotel and how a 5 star hotel is generally operated in Nepal.
I have been able to use the skills and knowledge that I have learned from my school and
past internship experience while working in the hotel. I have also been able to know
about the relationship between every departments of the hotel and how they needed to
often communicate for the smooth operation of the hotel. The things I have learned in this
hotel can be useful for me in any IHG hotel or any other hotel brand. Furthermore, I got
the chance to work for the oldest and best hotel business in the country.
 8.REFERENCE

Internet and web sites

Premiere hotel official website
Notes provided by hotels
Brochures of hotel
Other relevant sources.