2012

Interim Report Of TQM

ISLAMABAD HOTEL

Group Members:
SAJJID ABBAS (GL) MEHMOOD HASSAN ABDUL SABOOR JUNAID ISHTIAQ MUHAMMAD HARIS AMINA QURESHI E08-095 E08-056 E08-006 E08-048 E08-071 E08-016

INTERIM REPORT ON ISLAMABAD HOTEL

Project:

Quality analysis of Islamabad Hotel and how Total Quality Management is being implemented.

Total Quality Management

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INTERIM REPORT ON ISLAMABAD HOTEL

Introduction:
Islamabad Hotel (formerly Holiday inn) is a 4 star hotel in the heart of Islamabad. It is very conveniently located near the business areas and office areas. There are 230 rooms including standard executive and suit rooms. Smoking and non-smoking rooms are also available. The Hotel was previously known as Holiday Inn later was acquired by the Radisson hotels and now has been acquired by the original owners and is named back as Islamabad Hotel. Hotel amenities include the fitness room, business center, gift shop, complimentary continental breakfast. The hotel also offers room service, concierge assistance, valet laundry service, laundry facilities, currency exchange, free weekday newspapers, and free parking. All rooms feature satellite TV, in-room movies, CD players, coffeemakers, hairdryers, high-speed Internet access, free local calls, individual climate control, irons and ironing boards, voicemail, and work desks. Islamabad Hotel is one of the most illustrious hotels in Islamabad. This hotel is known for its warm friendly environment and offers a wide range of services to facilitate its guests. If you are looking for a suitable accommodation in Islamabad you can book your rooms at Islamabad Hotel. The Islamabad Hotel is conveniently located near the civic centre and other important business centers.

Project Description:
We were assigned a group project in our course of Total Quality Management (TQM) to do the quality analysis of any organization in Islamabad and to check that how total quality management is being implemented. We, therefore, chose Islamabad Hotel for the analysis.

Total Quality Management

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INTERIM REPORT ON ISLAMABAD HOTEL

We shall be emphasizing on the following departments for our project in future: Main Office Technical and Engineering department Security Insurance Cuisine and libation department Service department Cleaning and furnishing department

Work Distribution:
Analysis of Engineering and Security Department is done by Junaid Istiaq and Haris Iqbal. This department plays a very important role in overall working of any organization. It takes care of all mechanical and technical problems within the property. Security department is as much important as the soul in the body. Security means to provide such an environment to the customers in which they feel secured. Sajjid Abbas and Mehmood ul Hassan will be dealing with the Main Office and at your service Department. Main Office is said to be the backbone of the hotel. It includes reception, reservation, travel desk, recreation center etc. At your service department has been the recent addition to Islamabad Hotel. This department deals with the customer complaints and queries. Amina will be working on the Cuisine and Libation Department. This department is an important department in terms of their service, attitude, products, maintenance etc. It is generally the second-largest department in the property, behind rooms.

Total Quality Management

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INTERIM REPORT ON ISLAMABAD HOTEL

Work done so far:

Till now we are done with few of their departments, including, Cleaning and furnishing and food and beverages department. We as a students went there and met their managers of different departments. A brief over view of how they maintain their quality in these department is described below: Main Office Department Our Front Desk is at your service 24 hours a day. A team of 8 charming and most helpful employees daily care about offering you an exceptional standard of customer care. They are really doing everything possible to ensure you an extremely pleasant, welcoming, polite and friendly 1st class service. Front Desk has several responsibilities, such as: Meet and greet service Check-in Service Luggage Assistance if you need any Currency Exchange Service Stamps Fax Service Photocopy Service Check-out Service Concierge services Beauty saloon Car parking facilities Laundry and dry cleaning services. Cleaning and furnishing Department Many hotels worldwide tend to forget the basic principles of a good hotel, namely "friendliness" and "cleanliness". At Islamabad Hotel we are proud to confirm that those key issues are top priority all along the hotel. Most probably that's why we receive so many positive comments from our customers, about our staff
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INTERIM REPORT ON ISLAMABAD HOTEL

and more specifically our Cleaning and furnishing department. Cleaning and furnishing department is responsible for overall outlook of the hotel. So regarding this department Manager has a crucial position within the hotel. Cleanliness is for sure one of the key factors of a successful, well-managed hotel. Our Cleaning and furnishing Manager has a huge responsibility supervising our largest inhouse department. Continuously checking every minor detail is one of the daily challenges! Our team is daily caring about the cleaning of all rooms and public areas.

Cuisine and Libation Department This department is generally the second-largest department in the property, behind rooms. The keys responsibilities are to improve productivity, food quality, service and merchandising to increase volume all food and beverages operations, provide a warm and friendly welcome to all guests, have a complete understanding of and adhere to the hotels policies relating to hygiene, health and safety, To attend all training sessions/ programs that are requested by the Hotels Management All the chefs that are taken for the job are already trained but if a new chef comes, he works under the guidance of any experienced chef and gain experience.

Total Quality Management

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