Term paper on Dhaka Regency Hotel and Resort

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 Term paper on Dhaka Regency Hotel and Resort

Letter of Transmittal
December-18h, 2018

Rifat Iqbal

Lecturer,

Dept. of Management

North South University, Dhaka, Bangladesh

Subject: Submission of the Group Project Report

Dear Mam,

With due respect, we want to inform you that we have prepared our Final Term paper for Fall-2018.
We feel very pleased to submit it to you. This Term paper is prepared on basis of the information’s
gathered from the higher authority of Dhaka Regency Hotel and Resort of our country as we
assigned from our honorable instructor.

We have prepared a full view report on their companies HR practice through the data we have
collected.
We have collected our necessary data from the Dhaka Regency Hotel and Resort and the official
websites of the company. Our reading materials also helped us to prepare the report. The
information also collected through a face to face interview which was conducted by a group of our
team and two higher authority personnel of Dhaka Regency Hotel and Resort.
May we, therefore, pray and hope that, you would be kind enough to accept our submission.

Sincerely,
MD. Moshiour Rahman
ID-1321188030
Sadia Afrin Zarra
ID-161 2742 030
Maria Islam
ID- 152 1248 030
Samira Islam
ID- 152 1550 630

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Table of Contents

Title page............................................................................................................................................. 1

Letter of Transmittal ........................................................................................................................... 2

Introduction..........................................................................................................................................4

Background.......................................................................................................................................4-6

Culture of interpersonal relationship...................................................................................................7

Current HR system..........................................................................................................................8-12

HR practices within the organization……………………………………………………………….13

Implication of strategic human resource.............................................................................................14

Benefits offered.............................................................................................................................15-17

Recommendation ..........................................................................................................................18-19

Conclusion..........................................................................................................................................19

References & Appendix…………………………………………………………………………….20

Visiting card attached ........................................................................................................................21

Group photo .......................................................................................................................................22

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Introduction

Dhaka Regency Hotel & Resort is the new generation business class hotel offers 214 lavish,
comfortable and magnificently well-furnished Guest Rooms and Suites. Along with rooms they
have authentic Thai Spa, Health Club, live entertainment Bar, Lounge, Multi Cuisine
Restaurants, countries most beautiful Roof Top Restaurant with Swimming Pool and World
Class Venue facilities.
It is most situated in the airport road and 3 minutes drive away from the international gateway.
Dhaka Regency is itself a service-oriented industry that targets mainly business travelers visiting
Dhaka. The company does not have any affiliation with any international chain.

Methodology

Research is a process of systematic approach of finding out study using scientific technique. This
term paper provides precise technical information, rather than philosophical information. For this
particular term paper, we used both primary and secondary resources. For primary resource we
conduct a formal interview with the HR department. The interview questionnaires, the recordings
and all other findings are attached to the appendix of the term paper. And for the secondary
resources we use company’s websites, newspaper, different online articles and other websites.

Nature of Business

Dhaka Regency Hotel & Resort Limited is mainly a Service oriented industry where the target
customers are always in search of comfortable, relaxation, Safety, hygiene and good food
quality. This main target of The Dhaka Regency hotel is to make their customer feel as like as
they feel in their home. The Regency is a service-oriented hotel-based company that offers its
customers room services, restaurant services, and also provide space for any conferences,
corporate events and other occasion

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The hotel is identified and considered as five stars, so that Regency always tries to treat its
customers with five-star quality services. The Dhaka Regency Hotel and Resort Limited started
its commercial operation from April 14, 2007 and from 2007 it can never stop its operations and
service. Hotel and hospitality industry are a kind of industry where you can never lock the door
for a minute after starting its operation. According to them once they start their service, they had
to drop their keys on the sea. It’s a never-ending operation until the shutdown of their business.

Backgrounds and Growth

On May 2005, Dhaka Regency Hotel & Resort debuts as a British-Bangladesh investment
Group. On the month of June, they started their own construction to develop as a five-star hotel.
After that on November 2005, the director body recruit the management body of Dhaka Regency
Hotel & resort. Initial staffing requirements were completed on January 2007 and started the
training program for the executives as well as for the staffs. And Regency started its journey
from April 2007.
Dhaka Regency will face challenges as new international hotel have been introduced now a days.
But regency overcomes these challenges with the competitive advantage and practice of
international standard to satisfy their guest. In spite of being a national brand it has much more
customers and guest than the other hotel which indicates that regency is performing better to
build own strong brand image.

Departments of the company

The company itself compares its operation with an army regiment. They consider themselves
with army because they are doing everything under one umbrella. And for doing the operations
effectively there are basically 10 departments to run the whole organization. These departments
help the organization to achieve their milestones and the ultimate goal of the organization.
1. Front office
2. Food and Beverage
 Production
 Service
3. Housekeeping

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4. Accounting and Finance

5. Engineering
6. MIS
7. Human resource
8. Sales and Marketing
9. Safety and Security
The main purpose of Front office is to keep track about check in and check out of their guest.
Another thing they do is allocates their rooms.
Another department is food and beverage which consists of two portions. One is known as
production and another one is service those foods and beverage. Here the purpose of having
production part is to cook and maintain good food quality. Maintain food quality is very
important as in the end of day guest actually remember the service and quality.
Then the 3rd department is housekeeping. The main task of housekeeping is cleaning the rooms
and other places. It will make the environment clean and fresh as no customer can feel the room
is used by others just before.
Another department is accounting and finance which maintain all the transaction process and
cash related purpose. Sales and marketing department do all types of business communication.
The main purpose of the marketing department is to make sales and increase revenue and make
strong relationships with their customers and other stakeholders.
Engineering dept. is taking care of whether everything is operated smoothly or not. If not then
they come up with reason provide solution for maintain the service quality. The Dhaka Regency
use their own customized software to be interconnected with all the dept which is done by the
MIS department.
Human Resource (HR) is the most important for the hotel industry. As regency is service
oriented hotel business it heavily depended on its employees. Though the interview we came to
know there are in total 350+ employees are working here. Employees consist of three categories.
These are permanent, contractual and part time. and employers need to maintain their employees
to achieve its long-term goals. In order to get efficiency and higher productivity a good HR
practice is needed which is done by the current HR dept. of the regency. The main task of HR
department is to recruit, provide training, appraisal, giving incentives and benefits.

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Culture of Interpersonal Relationship

Interpersonal relationship refers to a strong connotation among individuals working together in

the same organization. Employees working have to share a special bond for them to deliver their
level best. It is essential for individuals to be honest international relationship and eventually
positive ambience at the workplace.
Dhaka Regency is a well-known hotel. They have some criteria to achieve their ultimate goal.
Dhaka Regency Hotels and Resort is committed of Creating Memorable Hotel Experiences
through great hotels, great people and great relationships. With our hotels, resorts and serviced
suites serving a limitless of international guests, it is important that our associates embrace
diversity – in cultures, value systems, opinions, experiences and skills – to provide enriching
experiences to our guests, customers and partners.
The main goal of organization is to welcome their guest warmly, respectfully and prove the best
service whatever they want. They try to provide their guest utmost comfort, safe and hygiene
environment. To reach their ultimate goal they break the goal into mini goal for every
department divide the goals to in further mini goals targets for the employees. They try to satisfy
their employee with lot of incentives and hospitality. They have training and development
department. Every month they provide employee training and also provide motivation to reach
employee satisfaction.

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Current HR System:
We understand recruitment as the overall process of searching out potential candidates and
inspiring them to apply for the actual or anticipated vacancy that has arrived in the organization.
Dhaka Regency Hotel & Resort Ltd. is a new generation business class hotel which is serving
their guests with luxurious hospitality services such as – luxurious finished guest rooms, multi
cuisine restaurant operated by highly trained chefs and teams, health and spa clubs, roof top
lounges and world class venue facilities etc. To maintain the world class quality of their service,
they have developed their Human resource management system in a very structured way to
support the strategic objectives of the business with sustainable and practical HR processes and
tools.
They have designed their overall HR system from departments to sub departments to secure the
best human capabilities which is helping them to ensure the highest standard in the hospitality
industry in Bangladesh. Dhaka Regency Hotel & Resort Ltd. has a very standard and structured
recruitment and selection processes to hire suitable candidates.

Recruitment Process:

There are 2 ways by which Dhaka Regency Hotel & Resort Ltd. hire employees for the vacant
positions: (1) Internal Recruitment.
(2) External Recruitment.

 Internal Recruitment:

Dhaka Regency Hotel & Resort Ltd. follows internal recruitment process to fill up the vacant
position in any department. They mainly follow succession planning approach while recruiting
internally.
In fact, people who are recently working in the position of Front office manager and service
manager, they started working in this organization at an entry level positions in various
departments. Then they gradually became managers by gathering experiences and promotions.

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So In this organization there’s a higher possibility for potential existing employees to get
promoted to the higher post because of internal recruitment.

 External Recruitment:

If the HR department fails to fill up the vacant position through intra departmental succession
planning, then the circular is sent out or the reference based search starts. Dhaka Regency Hotel
& Resort Ltd. recruits externally through Reference and circular basis.
(1) Reference Based: This organization mainly prefers reference based recruitment process
while recruiting top management level positions as they believe highly trained and
experienced employees are rarely found with circulars, hence reference bring the best
employees. The Assistant general manager, financial controller and the director of sales
and marketing department were recruited through potential references by external
recruitment.
(2) Circular/Job Advertisement: They mainly post circulars for the vacant positions on
BDjobs.com. Also they recently started posting about the vacant jobs in LinkedIn to
attract the potential candidates.
(3) Targeted candidates: Although they prefer highly qualified, experienced and trained
candidates for upper level positions, they also encourage new graduates on different
concentrations (Accounting & Finance, Hotel management & tourism, Marketing &
International relations etc.) to apply in various departments.

 Potential Sources To reach Candidates:

Dhaka Regency Hotel & Resort Ltd. uses some standard and trustworthy sources to reach
suitable candidates Such as –
(1) They mainly use BDJobs.com to post jobs.
(2) LinkedIn.
(3) RHTI (Regency Hospitality Training Institute) - Dhaka Regency Hotel & Resort Ltd.
offers vacant positions to the diploma and higher diploma students of this institute
who has good potentials.

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 Interview Content:

The HR department is actively responsible developing an effective interview process starting

from developing the interview contents till conducting the interview. Interview contents differs
from department to department, such as – Food & beverage (F&D) department – Production and
Service, Accounts & finance, Front Office – Check in/ check out, Engineering department, Sales
& Marketing department & Business communication department, housekeeping, HR
Department, MIS department etc.
Interview content is mostly designed with a group of situational, behavioral and job related
questions with possible answers and standards based on the requirements of the respective
department.
The panel tries to evaluate the candidate based on the answer given from own judgments on a
given situation and his/her previous experiences. Then the interviewer measures his/ her
knowledge, skills, behaviors and intelligence etc. based on the answers provided.

 Interview & Selection Process:

Resume/ Curriculum vitae analysis: Resumes or CVs from various sources are collected and
short listed according to the job description and specification by HR officer and Head of
department.
Interview Method: The interview is conducted through both One – on – one and Panel
interview method. The Interview process sequentially performed:
Written Assessment: The written assessment is performed based on the suitable questions and
given situations based on the job description.
Practical Assessment: Practical assessment is performed for the departments like – Food and
beverage- production & service, housekeeping, Front office; candidates are closely observed
during this assessment period.
Final Interview: The final VIVA or Face to Face interview – mostly conducted by the panel
consists of the department head, head of HR and the HR officer.
Final listing of selected candidates: Final selection based on the scores obtained in Written and
VIVA exam and practical assessment.
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Negotiation of terms & condition: Job are offered to the high achievers and terms & conditions
are negotiated. If the candidate agree with the presented terms & conditions of the job, he/she is
hired. If he/she doesn’t agree, then the panel decides moves on to another potential candidate.
Decision Making & Hiring: The candidates are informed on the spot if they are selected and
also the rejection is made very diplomatically and politely if someone is not selected. And if
there’s a 50/50 chance about any candidate they take one or two days to inform the final
decision.
The Interview panel prefer holding the interview at a very friendly atmosphere as this is a service
oriented business in hospitality sector. And they try to leave a very good impression to every
candidates as it is about their overall corporate reputation.

 Training & Development Process:

Dhaka Regency Hotel & Resort Ltd. focuses on providing required training and development
sessions based on the needs on a continuous basis. The HR department is responsible for
designing and providing the suitable trainings and development sessions based on the needs of
different departments.
On the job Training: Various on the job trainings are available to improve the current
employee’s skills.
(1) Internship & Apprenticeship programs: RHTI (Regency Hospitality Training
Institute) student interns here in Dhaka Regency. After recruitment, their further job
training begins. Every department has sub departments, for example kitchen has 7
departments under it. Trainee officers are rotated around them.

(2) Rotation & Shift Changing to gather different skills: In Dhaka Regency,
continuous learning in different departments are highly appreciated. Trainees can
shifted from department to department to gather the skills they need to accomplish the
strategic goals and also they can work extra hour in different department after
finishing his/her own shift’s work.

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Off the job Trainings: Various off job trainings are also provided continuously in Dhaka
Regency are described below:
(1) Weekly and Monthly Training Sessions: Formal Weekly and monthly training sessions
are held based on the need analysis of the employees. Especially it’s mandatory for every
employees to attend the monthly training session which is held once in a month. For more
convenience, training sessions are held in two particular sessions in each department, so
that if any of the team misses the session is able to attend in the other session.
(2) Executive Training sessions: There are some of the formal training that are arranged
which are usually conducted by highly qualified trainers mostly by RHTI Faculty
members. Through these sessions, top executives are being trained adequately to make
them capable of training the subordinates who work under them.
(3) Outside trainings and seminars and Overseas Trainings: Highly potential officials
are sent overseas to attend training programs. Recently they have sent their Head Chef to
attend a Training session held in Singapore. Also RHTI arranges various trainings that
officials can attend if needed. Also they are sent to different types of seminars and
trainings within the country at a continuous basis so that they can get along with present
aspects of globalization.
(4) Corporate University: RHTI (Regency Hospitality Training Institute) is considered as
the authorized corporate university for Dhaka Regency Hotel & Resort Ltd. Students
studying here can do internship, Apprenticeship and practical sessions here. Also
employees from various departments can pursue different programs according to their
needs.
(5) Other Incentives: Sales and marketing has Packages for premium club program. they
sell some product and services vouchers for a steep discount. They can attend special
events as well. This program recruits part time (university students) sales person. Stipend
is commission on sales.
There is also a 500 taka per day internship/training programs for Dhaka University (Hotel
and Tourism Department) students who are in their final years.

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Hr Practices within the Organisation:

Dhaka Regency Hotel & Resort Ltd has a strong HR department and they are continuously
developing their strategic human resource management process according to the global standard
now a days. Now a days, having a strong, appropriate and well-designed human resource
management process is very important to achieve long term goals of the organisation. It helps to
implement proper laws, rules and regulations into the strategic management process in an
organisation
So the HR Department of this organisation is constantly trying to improve and practice HR
policies and practices spontaneously.

 The HR department of Dhaka Regency Hotel & Resort Ltd has separate human resources
process and regulations for each department. And they try to maintain the HR policies
very strictly in order to function.
 This company has a set of rules and practices to operate daily. There some strict
etiquettes, which the employees are bound to follow as this is one of the important aspect
of service industry.
 They have some strict laws, regulations and set of punishments while dealing with any
sort of offenses, crimes, unlawful activities and threatening incidents. But the HR
personnel refused to disclose this information as it’s confidential.
 This organization believes in building their employee from the scratch. And most of the
employees who is in the upper position here started from the entry level. They were
trained and developed in such a way that they performed very well and got promoted.
The HR department greatly emphasizes in training and development to improve
interpersonal skills and performance of the existing and new employees of the company.

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Implication of strategic human resource:

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Benefits Offered:
Dhaka Regency Hotel & Resort Ltd is one of luxurious hotels providing its customers with a top-
notch hospitality service in Dhaka City. So, they refuse to compromise with the continuous needs
and benefits of their employees. The HR personnel we interviewed refused to talk about the
exact figure or the salary and wage range because of strict company privacy protocols. But he
described about the types or financial and non-financial benefits without mentioning the
monetary figures. Salaries and wages are paid based on the job nature, company hierarchy,
experience and position etc. Along with the salary, they get financial benefits such as – festival
bonuses, sales commission, gratuity, profit sharing percentages etc. Also, the company provides
regular and periodic non-financial benefits to help and motivate them to function effectively. The
company believes that, as it’s a service-oriented business, their manpower is the heart of their
company and it’s extremely important for them to provide with the best possible benefits and
other necessary supports so that they can work spontaneously and stay motivated. Some of the
benefits we identified from the interview are listed below:

Salary and Wages:

In Dhaka Regency Hotel & Resort Ltd there are full time employees, part time and contractual
employees, interns and trainees. The full time, part time and contractual employees receive their
salary with additional benefits monthly within 5th or 6th of every month. The salary is basically
divided into two sections: The basic wage and the service charge which is an additional benefit
distributed between the employees. The contractual employees get 50% of their basic salary.
Intern and trainee officers are entitled to some amount of remuneration based on the company
policy which is provided weekly or monthly.

Sales Commissions, Festival bonuses and increments: This Company provides festival bonus
twice in a year. There are yearly increments based on the year performance appraisal. Dhaka
Regency Hotel & Resort Ltd arranges various programs and fairs to sell their special products
and platinum club service vouchers at a steep discount and they need sales persons for these
events. Existing employees along with university students who are recruited temporarily for the
event can get attractive sales commissions through this kind of event.

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Gratuity fund, Provident Fund, Profit Sharing: They provide gratuity fund to their employees
and employees also get this until a specific period even if they leave the organization. They do
not provide any sort of provident fund or insurance policies.
The employees are also entitled to profit sharing percentages (The service charge mentioned
earlier) which maximum 20,000 to minimum 10,000. The profit sharing is paid within 15th of the
month as it needs intense calculation. Contractual employees get 50% of their basic pay but part
time employees, interns and trainees do not get it.
Different types of Holidays, leaves and extra amusement facilities: As Dhaka Regency Hotel
& Resort Ltd provides 24/7 service to their customers, it’s pretty hard for them to entertain with
leaves in the national or religious holidays apart from their weekly off days, but as they have 3
work shifts try their best according to the company policy.
Other type of leaves is also present which are given below:
SL No. Type of Leave No. Of Days Reasons/Significance
1 Basic Annual Leave 14 Annual leave
2 Sick Leave 10 In terms of sickness/ severe
health condition
3 Casual or emergency 7 Casualty, Accidents etc.
leave
4 Maternity Leave 90 Provided during pregnancy
5 Paternal leave Not provided. Falls under
casual leave or can be taken
from annual leave
6 Other sick leaves Depends on the In terms of seasonal flue and
recovery period contagious Diseases.

They also arrange extra amusement events such as- annual picnics, sports etc. to get a break from
the stress and pressure and they believe that this sort of events are very necessary to know team
members personally outside the workplace and build a strong bond which in the long run plays a
significant role to perform effectively in a team.

Training, Development and Daily Performance feedback and problem solving:

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Dhaka Regency Hotel & Resort Ltd emphasizes on the regular learning and development as they
need to go along with the prompt changes in the hospitality business worldwide. They provide
several well designed and equipped weekly, monthly and annual training and development
sessions. They send their employees to various seminars, training sessions outside of the
workplace and they are also sent abroad to attend trainings if required. They also perform
performance management at a daily basis to identify and solve their employee’s weakness with
necessary steps at the end of their working hours. They have a well-equipped, silent and amazing
training room for training sessions and regular meetings.

Freedom of choice:
Although Dhaka Regency Hotel & Resort Ltd. Doesn’t allow freedom of choice in financial or
non-financial benefits they provide to their employees, but They do have a flexibility in changing
work shifts. They have 3 working shifts, and if someone want to change the shift, he/she actually
can by consulting with the supervisor. One can also work for extra hours in different department
if he/she has interest to learn something new after completing the normal working hour in his/her
own department. E.g.- If a house keeping officer has interest in the kitchen is welcomed to work
in the kitchen after his/her actual work is finished.

Transportation Facilities:
Transportations facilities are provided at the different shifts to the employees. Executive level
personnel get personal sedans with a full-time driver and fuel cost.

Parties and events:

Dhaka Regency Hotel & Resort Ltd throws eye catching and luxurious parties and events in Eid,
Puja, Bengali New Year, Christmas and 31st Night of December. In some events they are also
invited with their family members to celebrate together. Especially they throw a very lavish party
in the 31st night of the December which consists of Musical and dance shows, live performances
by well-known artists, lights and laser shows, fireworks etc. Employees enjoys these events even
if they have work shifts.

Recommendations
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Although Dhaka Regency Hotel & Resort Ltd has a good and well-designed HR department but
still by adding and readvising some instruments they can make them uncompetitive in HR sector
which can improvise other companies to follow and make a good flow of HR practices.

 After being such a big company it’s a matter of such a regret that they have no provident
fund. By adding provident fund, they could get more employee loyalty and employees
will also fell safe and more attentive to the workplace

 Dhaka Regency Hotel & Resort Ltd. is one of the biggest and Luxurious five-star hotel in
Bangladesh but they don’t have any brunch other than Dhaka. It will be more suitable if
they open up brunches in the other divisions of Bangladesh and also outside of the
country, so that other divisions people of Bangladesh and also outside of our country can
also enjoy the beautiful service of Regency and also find their place of career in Regency
and experience its finest HR practices in their career life.

 They should also add a normal and regular cafeteria approach to their workplace so that
the employees would feel more comfortable to find their expectations

 Though Dhaka Regency is giving maternity leave but no paternal leave. Now a day’s
fathers also take a very important role in the time of birth of their children’s. Many
reputed companies are now giving paternity leave, so it’s becoming a demand now a days
in these changing world and Regency should also introduce these benefits to their
employees so that they would fell more connected to the company as they will see that
the company is taking care of their important situations too.

 With the introduction of new international hotel brands Dhaka Regency will face
challenges. These challenges they have to overcome with the competitive advantage and
practice of international standard to satisfy their guest. As we observed, number of

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repeated guests in Dhaka regency is higher in comparison of other hotels despite being a
national brand. Which means they are performing better to build own strong brand image.
This makes Dhaka Regency a place worth studying

Conclusion

Although there are few five-star service-oriented hotels in the competitive market of the
Bangladesh but undoubtly Regency gained their place of trust and worthiness to their employees
and customers among the other competitors and now scrolling to the leading position among the
competitors. After gathering all these intensive data from the higher authority of Regency we can
easily see that, they are practicing an employee friendly environment on the workplace which is
very much good for gaining the full cooperation from the employee to the work and which make
any company to reach their goal easily. Also, they are also giving their employee various kinds
of benefits which is cheering them up to think their company as their own which will make them
care about the company more.

References

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https://www.managementstudyguide.com/interpersonal-relationship-workplace-importance.htm?
fbclid=IwAR1DODWHs505o2y-VENkCtCAWTzO_IzCzkdQJPgg477_jidE2rHjrh1UAsM

Appendix
http://www.dhakaregency.com/index.php
Voice recording of the interview conducted with The HR Personnel of Dhaka Regency
Hotel & Resorts

Visiting Card

Group Photo with The HR personnel

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Thank You..

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