INTERNSHIP REPORT ON

PAMEER HOTEL SWAT

SUBMITTED BY
Ijaz ur Rehman

DEPARTMENT OF TOURISM & HOSPITALITY

HAZARA UNIVERSITY, MANSEHRA
SESSION 2012-2016

INTERNSHIP REPORT ON
PAMEER HOTEL SWAT

A Intership report is submitted in partial fulfillment of the requirement for the Degree
of BS in Tourism & Hospitality

SUBMITTED BY

IJAZ UR REHMAN
BS (Hon) Tourism & Hospitality
Roll No: 27154

SUPERVISOR:

HOHAMMAD ALAM
Lecturer
Department of tourism & Hospitality
Hazara University

DEPARTMENT OF TOURISM & HOSPITALITY

HAZARA UNIVERSITY, MANSEHRA
SESSION 2012-2016

ii

IN THE NAME OF ALLAH,

MOST GRACIOUS AND
MERCIFUL
.

Internship Certificate

iii

iv

CERTIFICATE OF APPROVAL
This is certified that the work contained in this report entitled Internship report on
the Pameer Hotel Swat was carried out by Ijaz Ur Rehman Roll No: 27154 under my
supervision do hereby accept the thesis in the present form, as satisfying the
Internship report for the award of degree of BS Tourism & Hospitality.

Supervised By:
Signature:
Name:
Designation:

HOD T&H
Signature:
Name:
Designation:

_________________
Mr. MOHAMMAD ALAM
Lecturer

_________________
MR. ASIF KHAN
Head 0f the Department.

ACKNOWLEDGEMENT
First of all i praise to almighty Allah who is the most generous and merciful who endowed
me with the strength to prepare this internship report.

I would like to acknowledge all who help me while preparing this report i am also thankful
to faculty of T&H Mr. Asif Khan HOD, Mr. Mohammad Alam, Mr.Anas for their valuable
time, advice and information.

I would like to thanks sir Mohammad Alam for managing this internship program. i am very
thankful for encouragement you gave me in my shakily moments.

I offer cordial and profound thanks to my parents and grandparents for their love, prayers,
encouragement and constant financial support. I am thankful to my class fellows

Ijaz ur Rehman

vii

DEDICATION

I dedicate this humble effort to my

Teachers, Parents and Brothers whose
love and encouragement enabled me to
achieve so much of success.

viii

ABSTRACT
The aim of this report is to work with an organization to achieve practical experience and
for the award of Bachelor Degree as well as to observe the function of the hotel. Pameer
hotel is using a Computerized and manual system as well to handle hotel processes. All the
information about reservation details, guest details, room services, room types, staff details,
billing details, payment details are recorded in Computer and keep records in hard in archive
room services. Other Services are offering by Pameer like Tour, Restaurants, Roof Top
Barbeque (Local Cuisine), Car parking, Laundry, Daily News, Internet Facility (Wi- Fi),
TV, etc.
Tourism the commercial organization and operation of holidays and visits to places of
interest. The set aims and objectives are to be achieved within the framework of a
sustainable Development which respects the natural and human environment whilst at the
same time, maximizes the benefits to the national economy and society and protects the
environment. As with regards to the local communities, economic growth and increased
overall Commercial and social activity are expected to have a positive impact on the quality
life of the indigenous population and on all aspects of their social and cultural activities.

Ijaz ur Rehman

ix

Table of Contents
Acknowledgement ..................................................................................................... vii
Table Of Contents ........................................................................................................ x
Pameer Hotel Swat..................................................................................................... 12
1.1 Introduction.......................................................................................................... 12
2.3 Main Lobby.......................................................................................................... 13
1.2 Hsitory Of Pameer Hotel ..................................................................................... 13
Pameer Hotel In Kalam.............................................................................................. 14
Research Methodology .............................................................................................. 15
2.1 Introduction.......................................................................................................... 15
2.2 Background Of Study .......................................................................................... 15
1.2 Purpose Of Study ................................................................................................. 15
2.3 Scope Of Study .................................................................................................... 16
2.4 Methodology ........................................................................................................ 16
2.4.1 Source Of Primary Data.................................................................................... 16
2.4.2 Source Of Secondary Data................................................................................ 16
Services Ion Hotel...................................................................................................... 17
3.1 Role Of Front Office ............................................................................................ 17
3.1.2 Steps Of Check-Out Procedure ......................................................................... 18
3.1.3 Front Desk Equipment ...................................................................................... 19
3.2 Recommendations................................................................................................ 19
3.3 Food And Beverage Department ......................................................................... 19
3.4 Pameer Hotel Menu ............................................................................................. 20
3.4 Kitchen ................................................................................................................. 25
3.5 Sales And Markiting ............................................................................................ 26
3.6 Accounts .............................................................................................................. 26
3.7 Purchasing............................................................................................................ 26
3.8 Security ................................................................................................................ 26
3.9 Housekeeping....................................................................................................... 27
4.9.1 Guestrooms/Floors............................................................................................ 27
4.9.2 Public Areas ...................................................................................................... 27
x

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

4.9.4 Confrence Room ............................................................................................... 28
4.9.5 Suit Rooms Of Pameer Hotel............................................................................ 28
Swot Analysis ............................................................................................................ 29
4.1 Strength ................................................................................................................ 29
4.2 Weakness ............................................................................................................. 29
4.3 Opportunities ....................................................................................................... 29
4.4 Threats ................................................................................................................. 30
4.5 Conclusion ........................................................................................................... 30
4.6 Recommendations................................................................................................ 31
References.................................................................................................................. 33

xi

:1
PAMEER HOTEL SWAT

1.1 INTRODUCTION
Pameer hotel is located in heart of Mingora and out lock of the building is clean, visible
and very impressive. Building is having barbeque Gurdon carpeted with ever green
grass, surrounded by lights with good security system. Gurdon contains 20-30 stairs and
made on the roof of car parking, more than 30 cars can be parked at a time. The building
of Pameer hotel consists of 4 floor and basement.
It is located in the main city it Mingora district Swat, it some distance away from the
main bus terminal at Mingora. On the basis of location we can categorizes it as
downtown hotel. Because there is hustle and bustle of people, traffic as well. It is
commercial area and heart of the city that every guest likes to stay here to easily reach
the government institutions, private offices, business industries, shopping malls,
entertainments centers and so on. On east side Swat judicial complex are located which
is one kilometer away from Pameer hotel. Saidu group of teaching hospital,
administration offices, public library, archeological museum of Swat, Saidu Baba, post
graduate Jhanzeb College Swat, university of Swat, and Swat medical college are
located within four kilometer distance from the hotel. Natural sites of Marghazar were a
famous white house hotel situated away it the distance of 14 kilometer from Pameer
hotel. In the north side at two kilometer distance a public park named Fizzagut as
located. There are few more places worth seeing like Kalam, Bahrain, Madyan,
Maindam and Malamjabba which are located from various kilometer distances away
from the hotel.

12

2.3 MAIN LOBBY

Figure 1 Lobby of Pameer Hotel, Swat

The lobby of Pameer hotel was first time designed in 1981 and decorated with Achar
and Diyar wood. Roof has designed with wood paneling. In 1993 lobby was redesigned
with chinar and amlok wood and was and floor of lobby covered with wooden tiles.
Carpenter had done an excellent job; the siting capacity of lobby area is more than 50
persons. Lobby is well furnished with sofas and tables. Office for managing director and
accountant are located in lobby.

1.2 HSITORY OF PAMEER HOTEL

Swat Pameer hotel initiated by Haji Aziz Ur Rahman in early 1980s. Haji Aziz Ur
Rahman invested huge amount on expensive imported fittings. Due to distinguished
feature of the hotel and good tourism arrival in Swat Pameer hotel became famous in the
area. Due to terrorism devastating flood in swat area Tourisms and hospitality industry
adversely affected as like other industry. Pameer hotel also effected and it ran out of
business.
13

After the successful operation in Swat in July 2009, the eternally displace people and
owner of Pameer hotel return to Swat. Pameer hotel was opened again it the same
location with new management in the heart and business hub of picturesque valley of
Swat Mingora city. Peace is now prevailing in Swat, which has given an opportunity to
Pameer hotel renovate and refurbish the building including infrastructure to the standard
hotel.
The aim of the managements undefeatable determination has been successfully
achieved by restoring its old galore and reputation that it enjoyed since its inauguration
back in 1980 when it was considered as a landmark in the area. Recently in year 2013
Pameer hotel start wedding hall and also seminars hall, meeting rooms build in hotel
which brought tremendous changes in the business of Pameer hotel.

PAMEER HOTEL IN KALAM

Pameer hotel in Kalam is located in the bank river side of Swat. It is situated in natural
beauty. Which serve food and beverages sensually. It is small property which consists of
10 guest rooms, one small size restaurant and 8 employees. It generates good decent
income.

14

Chapter: 2

RESEARCH METHODOLOGY
2.1 INTRODUCTION
Internship is a program requiring a student to work in any organization for at least one
month in order to apply the theoretical knowledge gained in class room to the real world
situation.
The internship is followed by a report writing which is integral part in fulfillment or
requirements for degree in Bachelor in tourism and hospitality.
The internship is followed by a report writing, which is presented to Hazara University.
My internship report is about Pameer hotel swat.

2.2 BACKGROUND OF STUDY

Tourism and hospitality industry as a grooving industry in the world now a days.
Tourism and hospitality is considered very important in Pakistan also. Pameer hotel swat
was established in 1981. Now a days Pameer hotel is playing a vital role in hospitality
sector.
The primary purpose of our study to understand the peculiar nature of a specific business
organization, the problems faced by that organization and the possible remedial actions, as
my study as to find all facts upon which analysis of the organization is to be based.

1.2 PURPOSE OF STUDY

The basic purpose was to work in an organization and to compare the theory and
application of the management knowledge in real life situation .another purpose was to
improve my skills related to work environment. To get experience and get training in
work related task. Similarly to study all the hotel departments in depth see there
mechanism and get familiarity with organizational cultures.
15

2.3 SCOPE OF STUDY

The internship of two month is not a sufficient time for understanding the overall
organizations functions; however main emphasis of this study was on to study the
practical working in Pameer hotel swat. This report will help student in future to
understand tourism in hotel management practices in our country.

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

2.4.1 Source of primary data

a) Personal observations
b) Discussions with staff of Pameer hotel.

2.4.2 Source of secondary data

a) Brochures of Pameer hotel
b) Magazines and books
c) Documents published by Pameer hotel
d) Internet (www.pameer.com.pk)

16

Chapter: 3
SERVICES ION HOTEL

3.1 ROLE OF FRONT OFFICE

It is the first place of contact for the guest. As they say first impression is the last
impression. The front office plays a vital role in the hotel. Check-in and check-out are
handled in this department. In many hotels the reservation is also taken at front office.
Guest usually expect the front office to answer these requires. It is essential that the staff
of front office is fully aware of all hotel amenities, roles and have a good knowledge
about direction to main tourist attraction. It is the job of the front office receptionist to
handle

guest

specials

requests and also to take

care of complaint if any.
I work 10 days in front
office

of Pameer on

reception.
three

There

receptionists

are
in

Pameer work in three

shifts. The receptionists Figure 2 Reception Desk
are
responsible for
reservation, reception, registration, billing and reservation of restaurant table. Al so allot
rooms to guest and give him a room keys. During the checkout process the receptionist
accepts the keys from the guest and charge all the service and products which the guest
uses during their stay in hotel. At include laundry charges food and beverage charges
and mini bar charges which is present in the rooms.at the last take the bill from the guest
in cash form and greet him in every manner.

17

3.1.1 STEPS OF CHECK IN PROCEDURE

Here is some general check-in steps used it most of the organization.
Which are
1) Great the guest.
2) Ask the guest if they have reservation.
3) Conform reservation or check availability for guest without reservation.
4) Register guest if they have not been preregister.
5) Handle special room requests and special room rates.
6) Establish the payment method during check-in and secure and authorization for
credit card payment.
7) Allocate room and issue room keys.
8) Check for guest massages.
9)

Explain parking policies.

10) Note any special needs of guest with disabilities.

11) Offer bill assistance.
12) File check-in paper work and follow through on guest request.

3.1.2 STEPS OF CHECK-OUT PROCEDURE

Here are some general steps used it check-out procedure.
1) Greet the guest and use their names frequently.
2) Review accounts with guests.
3) Locate registration cards and write the date, time and your initials.
4) Check for messages.
5) Closed out safe-deposit boxes.
6) Collect room keys.
7) Settle payment of guest account for individual guest and groups.

18

3.1.3 FRONT DESK EQUIPMENT

Todays front disk employees are frequently asked to use computer and other equipment
effectively.
1) Front disk computer.
2) Front disk printer.
3) Front disk telephone system.
4) Fax smile / fax machine / photocopy machine.
5) Pay-per-view movie equipment.
6) Kitchen k.o.t book.
7) Laundry bill.
8) Many bar bill.
9) Folio main bill, room etc.
10) Guest registration cord.

3.2 RECOMMENDATIONS
Front office department is lacking modern equipment that dont use computer for their
daily activity. Receptionist is unaware how to receive telephone call professionally.
They should use modern equipment to facilitate their staff and saves times. The staff
needs to be trained to perform their jobs more effectively.

3.3 FOOD AND BEVERAGE DEPARTMENT

It serves foods and beverages to the guests. This is the revenue production department of
the hotels. Whenever guests want to enjoy meal or drinks with great ambiance they visit
restaurants of bars. It provides 12 hours service.
Restaurant of Pameer hotel is located near the Front Office Department. Restaurant is
well decorated with comfortable chairs and tables. More than 50 seats are available for
guest at time which are arranged and lead by head waiter. Both buffet and table services
are available for guests. All table are organized very well one large size table is avail able
for twelve (12) guests, four tables for 5 five guest and 5 five tables for six (6) guests.
19

Within the restaurant two large size tables are available for buffer system on both side of
the restaurant. All accessories of the buffet system are available to maintain food hot and
restaurant mainly depend on buffet system, very rarely serve as table service. The
restaurant has capacity for large number of guest when needed. Excellent cooling and
heating system are available in restaurant and open windows are available for
ventilation. Six waiters and one food and beverage manager work in the restaurant. Food
and beverage manager is experience person and he is working since 1993 and manage
restaurant very efficiently.

3.4 PAMEER HOTEL MENU

American Break Fast

.PKR: 425/.

Choice of Juice, Two eggs any style

Cornflakes, toast (Butter Jam)
Coffee / Hot Chocolate or Tea
Pakistani Break Fast

......PKR:380/.

Choice of Sweet or Saltish Lassi

Aloo Bochi with Paratha or Nan
Milk, Tea or Coffee
Continental Break Fast

PKR: 350/.

Juice
Cornflakes
Toast with Butter Jam
Tea / Coffee / Milk

20

ALA CARTE
Choice of Seasonal Fruit Juice

PKR 150

Lasse (Sweet / Satish)

PKR 100

Cornflakes with Milk / Hot Porridge

..

Fried egg

..

Omelets

Omelets with Mushroom

PKR 150
.PKR 120
PKR 150
PKR 175

French Toasts, Two Pieces .

PKR 150

Four Toasts with Butter Jam ..

PKR 120

Paratha

PKR 50

Black Tea

PKR 50

Green Tea

PKR 45

Coffee

..

PKR 60

SNACKS
Beef Cheese Burger.

PKR200

Chicken Sandwich

PKR250

Club Sandwich ....

PKR300

Cheese Sandwich .

PKR 200

Chicken Cheese Burger

PKR180

French fries

PKR150

Shame Kabab (4 pieces)

PKR 200

21

Vegetable cutlet (4 pieces)

PKR300

BAR B.Q
Chicken Tikka

PKR 200

Chicken Mallei Tikka (8 pieces boneless) .

PKR 500

Chicken Booty tikka (8 pieces)

PKR400

Mutton Tikka (8 pieces) ................

PKR 500

Seekh Kabab (4 pieces)

PKR 350

SOUP
Chicken Corn Soup

PKR 350

Chicken Thai Soup

PKR 300

Chicken Vegetable Soup

PKR300

Hot & Sour Soup

PKR 400

RICE
Chicken Biryani

PKR300

Mutton Biryani

PKR350

Chicken Fried Rice

PKR280

Vegetable Fried Rice

PKR250

Egg Fried Rice

PKR250

Chicken Afghani Pulao

PKR350

Brown Rice

PKR300

Plain Rice

PKR150

22

PAKISTANI FOODS
Chicken Handy Boneless Full

PKR700

Chicken Handy Boneless Half

PKR350

Chicken Karahi Full

PKR650

Chicken Karahi Half

PKR325

Chicken Qurma PKR300

Chicken Ginger PKR300
Mutton Handy Full PKR600
Mutton Handi Half PKR650
Mutton Karahi Full PKR1200
Mutton Karahi Half

PKR600

Mutton White Karahi Full PKR1200

Mutton White Karahi Half PKR600
Fish & Chips PKR570
Fish Swati (Subject to the availability)

PKR500

Fish Trout (Subject to the availability)

PKR500

Dall of the Day PKR200

Mixed Vegetable PKR200
STEAKS
Fillet Steak 250g (with potatoes and vegetables) PKR750
Grilled Chicken 250g (with potatoes and vegetables) PKR250
Pepper Steak 250g (with potatoes and vegetables) PKR800
23

CHINESE
Beef Chili Dry PKR375
Beef and Vegetable PKR350
Chicken Manchurian PKR350
Chicken Shashlik PKR400
Chicken Pineapples PKR400
Chicken Mushroom PKR400
Chicken Drum Stick (4 leg pieces) PKR400
Chicken Chowmein

PKR350

SALAD
Coal Slaw Salad

PKR120

Kachumar Salad

PKR80

Pineapple Salad

PKR150

Mixed Salad PKR60

Russian Salad

PKR150

Raita PKR60
BEVERAGES
Fresh Seasonal Fruit Juice PKR150
Milk Shake Seasonal Fruit PKR175
Coffee Milk Shake PKR150
Lemon Green Tea PKR60
24

Strawberry Milk Shake PKR60

Vanilla Milk Shake PKR100
Mineral Water Large PKR80
Mineral Water Small PKR45
Fresh Lemon 7up PKR60
Soft Drink PKR45
DESSERTS
Ice-Cream (Any Flavor) PKR150
Shahe Kheer PKR150
Fruit Trifle PKR150
Plan Custard PKR12O
NAN PKR 20
Garlic Nan PKR50
Plain Nan PKR20
Rogaine Nan PKR30

3.4 KITCHEN
Kitchen is the section of food and beverage department of a hotel. It is responsible for
the production of different types of healthy, safe, tasty and nutritious dishes (food and
beverages) for its guests. This is the demand of the guest when he/she orders. Pameer
hotel prepares variety of food and beverages which includes: Fish Swat, Mutton white
karahi, Mutton qeema masala, Chicken karahi, chicken qurma, chicken handi boneless,
beef and vegetable chicken mushroom, Coal slaw salad, kachumar salad, mutton tikka,
25

seekh kabab, chicken corn soup, chicken Thai soup, chicken vegetable soup, hot and
sour soup, rice chicken biryani, mutton biryani, chicken fried rice, egg fried rice,
chicken Afghani pulao, brown rice.

3.5 SALES AND MARKITING

Sales and marketing is also the responsibility if general manager because there is no
relevant or specialized sales and marketing manager so the responsibility lies on the
shoulders of the general manager. All other staff also works as marketing representatives
in their respective working area front office, housekeeping and food and beverage
manager.

3.6 ACCOUNTS
In the Pameer hotel there is one person who performs and maintains the entire hotel
accounting department, who is responsible to calculate the daily accounting activities
and any activity which relates to this department.

3.7 PURCHASING
The purchase department of Pameer hotel is run by one employee; he makes purchases
on daily basis as per the requirement of the hotel. He usually buys things as and when i t
is required, because the bazaar is nearby the availability of items. The reason is that
some of the items perishable which cannot store for the long time. And some of the
items are nonperishable which can store for the long time.

3.8 SECURITY
The main function of security department in the hotel is to provide security and
protection to the guest and employees. It is also responsible for property checking of the
guest language when they enter to the hotel.

26

3.9 HOUSEKEEPING
Housekeeping department is one if most important department of any hotels usually
major portion of employees work in this department. In Pameer hotel has also hotel
housekeeping department which consists of three employees, one is Housekeeping
supervisor he is responsible for preparing all guest rooms its bed making, changing bed
sheet, pillow covers, dust removing, guest supplies and amenities to deliver guest rooms
and inspection the rooms before when it is ready for guest use. The other two employees
are sweepers who are responsible for cleaning all the public areas of the hotels. Because
cleaning is important to improve appearance, preserve the life of building /fabrics and
prevent infection. They clean bathrooms with chemicals a twice a week.
They are given their service by room attendance and they are not charged for it. Some
hotels have a shoeshine machine in the corridor.
Iron, first-aid, hot water bags, thermometer, hair dryer etc. are given out for guest use at
no extra cost. However a request for extra beds should be routed through the front office
since the guest would be charged extra for it.

4.9.1 GUESTROOMS/FLOORS
Room attendants and floor supervisors are responsible for the cleanliness maintenance
and security of guestrooms and surroundings areas.

4.9.2 PUBLIC AREAS

Front of the house areas. Front of the house areas are those areas where the guest can
visit. (E.g. swimming pools, parking areas, club, food service area etc.)

27

4.9.3 ROOMS
There are 15 rooms available for sales in Pameer Hotel. Rooms are very well ventilated.
All the rooms are having attached bath rooms, LCD with cable, Wi-Fi for net, good
cooling and heating system, one cupboard, sofa and table are available as well. All
rooms having mini bar inside the rooms.

4.9.4 CONFRENCE ROOM

Hotel Pameer is having six halls where different activity can be performed. Two out of
six are mostly used for meetings, training and conferences. Government and Ngo sectors
are mostly doing their activity in Pameer hotel. Conference halls are well decorated and
organized .the big halls mostly use during weddings and engagement parties.

4.9.5 SUIT ROOMS OF PAMEER HOTEL

Two suit rooms are available in Pameer hotel and it is expensive room of the hotel.
Hotel charge 14 thousand per night for this room. This room is having master bed and
separate sitting room which can be used for meeting etc. suit rooms is well furnished,
well organized and comfortable foe guests. All basic facilities are available in suit room;
LCD with cable, Wi-Fi for internet, good cooling and heating systems.

28

Chapter 4
SWOT ANALYSIS
SWOT analysis is the acronym which represents strength, opportunities, weakness and
threats, of particular organization .Following is the brief analysis of Pameer hotels.

4.1 STRENGTH
The most important strength of Pameer hotel is it is banquet halls. Which attract huge
number of guest. The location of the Pameer hotel is attractive because it hubs of
business environments, frequently stay different organization workers and business
visitors. The clean and hygienic environments of the hotel are nearly matched up to the
Swat.
1. It is six large banquet halls.
2. Pameer hotel Swat has the ability to cope with pressure of competition and has
several.
3. Times come out of competition successful.
4, Have product innovation skills and resources.

4.2 WEAKNESS
1. Lack of skills employees.
2. Employees are lacking motivation.
3. Lack of availability of rooms.
4. No HR Department.
5. The lower level management lacks clear direction and is not having the managerial
depth.
6. Frequently turnover rate of the employees.
7. Communication gap between levels of managements.

4.3 OPPORTUNITIES
1. New services to its product line.
29

2. Extending hotel hours and providing more facilities customers.

3. Establishments of more branches.

4.4 THREATS
1. Provisions of better services by other hotels.
2. Political, economic situation of the country.
3. Global technological advancement.
4. Increasing number of hotels in the region.

4.5 CONCLUSION
After studying the SWOT analysis, I am of the opinion that Pameer Hotel has got very
strong points. If they can overcome on the weaknesses mentioned, will be a great
opportunity for them, because the strengths and weaknesses can be controlled. If they
work on the opportunities and can tackle threats, I do believe that they can occupy a
strong position in the business of this region.
Proper training program should conduct to improve the technical and communication
skills of the front desk staff. The knowledge of the front office staff should be improved
about the front office operation.
The Housekeeping department working procedures are well. But they have lack of
cleaning equipment. They need to increase the employees and also increase their staff
level.
Food and beverage manager is expert in his field. But the waiters performance is not
good. They are unaware from the responsibilities of waiter, style of service, and the code
of conduct. I would like to give suggestion that the head of the department should
conduct training programs to improve their skills, attitude, and knowledge to meet their
performance standard of the organization.

30

For the laundry section more human resource are needed as well as new laundry
equipment. Because in this modern era; Pameer hotel still using the old equipment
which need to be replace with some latest equipment. It require dry cleaning machine,
spotting machine and folding machine.

4.6 RECOMMENDATIONS
Here are some recommendations which I want to convey which was observed during my
internship program working in different departments in Pameer Hotel Swat. Following
are some recommendations for the Departments of Pameer Hotel Swat.

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

recommendations for this department. Every organization has its own culture and
style of service. Through which they run their organization. I want to give some
suggestions about Front Office department. Staff of the Hotel tries to perform their
duties professionally but there are some areas where their attention is needed. Proper
training program should be conducted to improve the technical and communication
skills of the front desk staff. The knowledge of the Front Office staff should be
improved about Front Office Department. The front desk staff is lacking in
awareness that how to handle guest complaints and how to use golden techniques of
telephone.

Housekeeping Department: I want to give some suggestions for Housekeeping

Department, the department working procedures is well, but unfortunately they are
lacking cleaning equipments. The work load of the Housekeeping employees should
be reducing if possible, and will need to increase their staffs level and distribute
work through by schedule. The staff is not enough for this department in Pameer
Hotel, I suggest hiring more employees for Housekeeping Department to keep the
environment of the hotel clean and work will be properly done.

The Food and Beverage Department of Pameer Hotel, the following suggestions are
recommended.
31

The Manager is expert in his field. But the waiters are lacking that much expertise
through which they can match the standard. They have less information about the
styles of service and responsibilities of waiter they are not qualified and they have
minimum experience in the hotel field. I used to give suggestions that the head of the
department need to perform training programs to improve their skills, attitude, and
knowledge to meet their performance standard of their organization. One more thing
the kitchen floor is very slippery in which movement of the staff is very unsafe. The
head of the department needs to take the action and make it clean and safe for staff.

I want to give some suggestion for Laundry Department in Pameer Hotel. The
Manager need to hire more staff for this department, because two employees are not
enough to provide service to guests and if any one of them is absent it causes
inconvenience to the guests. The Hotel industry is now advanced so if they bought
some newly equipments because the Pameer Hotel is still using old equipments for
laundry if it is replaced with some latest equipment the service will be getting more
sophistication. Pameer Hotel needs to buy, dry cleaning machine and folding
machine.

Security Department of Pameer Hotel Swat:Pameer Hotel is in the main city of Swat
there are many security threats, The Hotel Manager should notice to increase the
number of security guards to protect guests and hotel property. And also need to use
new technologies like CCTV cameras, Body scanners, to ensure guest safety.

Accounts Department in Pameer Hotel: I want to give some suggestions about this
department, In Pameer Hotel there is no specific staff for this department. The
manager should need to hire employees for accounting department to manage all
kind of finance activity,

32

REFERENCES

Colindix & Chrisbaixd, (1998). Front Office Operation, 4th edition.

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