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Overview of Starwood Hotel and Resorts:

Starwood is a US based International Hotel chain named ‘Starwood Hotel & Resorts Worldwide
Inc.’ In 1991 Mr. Berry Sternlicht formed Starwood in Chicago, USA. Four-point Hotel & 33

Resorts redefine efficient service with an effortless styles and gracious attitude that ensures a
truly unforgettable experience. Welcoming yet never overwhelming, four point by Sheraton
Hotels & Resorts are architecturally inspiring, thoughtfully designed and located in the world
most exciting cities and luxurious resort destinations. It is more than 200 hotels and 37 resorts in
over 45 countries and it has total of more than 80,461 rooms. Its core values are personal,
instinctive and renewal. Starwood’s luxury and upscale hotel and resort assets are well
positioned throughout the world. Starwood Hotels & Resorts brings together some of the
strongest and most well-recognized brands in the hospitality industry. Each brand offers a
distinctive experience to guests and presents a unique opportunity for associates.

Four Points by Sheraton: Four Points by Sheraton was launched by ITT Sheraton in 1995 as a mid-
scale hotel brand. Originally the brand was created by renaming existing Sheraton "Inns" (a
smaller, limited service version of Sheraton Hotels). The new name avoided the confusion some
guests found in having two hotel categories (full service and mid-scale) with the same name
(Sheraton). These hotels joined Starwood along with Sheraton in 1998. Sheraton: Sheraton is
Starwood's 'flagship' brand, providing luxury hotel and resort accommodation. It began operating
in 1937 and was sold to Starwood in 1998 by ITT. Also, under the Sheraton brand are 7 Vacation
Ownership properties. 37

The Westin: The Westin Hotels and Resorts brand is Starwood's largest upscale hotels and resorts
brand. It was bought by Starwood in 1994 and is also the oldest brand within Starwood, dating
back to 1930. The Luxury Collection: The Luxury Collection brand began when ITT Sheraton
purchased a controlling interest in CIGA (Compagn iaItaliana Grandi Alberghi, or Italian Grand
Hotels Company), an Italian hotel chain, in 1994. Those hotels, as well as a number of top-tier
Sheraton Hotels, were then marketed as ITT Sheraton Luxury Hotels. After Starwood bought
Sheraton, they established a separate brand identity for The Luxury Collection and expanded it.
Both ITT Sheraton and later Starwood kept CIGA's original logo (the four horses of St. Mark) for
The Luxury Collection brand logo until 2010; each Luxury Collection hotel now uses its own logo.
Many hotels in The Luxury Collection are smaller establishments in converted palaces or other
significant buildings, others are restored historic hotels. Confusingly, some hotels in The Luxury
Collection which were originally part of the ITT Sheraton Luxury group kept their Sheraton name
when the Luxury division was spun off as a separate brand under Starwood. There are four such
hotels remaining today, operating with the name Sheraton, but not technically part of Sheraton.

Overview of Four Points by Sheraton, Dhaka:

The Four points by Sheraton Dhaka is the new hotel that is going to start its operation from the
5th July’14. Uniquely designed and comfortably appointed, The Four points by Sheraton, Dhaka
is a new five-star hotel, conveniently located within the prime diplomatic and commercial zone
of Gulshan. The embassies, high commissions, multinationals offices, and shopping malls are
within easy walking distance. All beautiful guest rooms, including 30 suites and a Executive Club
Suite &Executive Suite feature the world-renowned Four points by Sheraton state-of-the-art
workstations with telephones, four-fixture bathrooms, High Speed Internet Access, and plasma
TV with satellite channels. The Executive Club floor offers the grandeur of Four points by Sheraton
service standards with complimentary breakfast, afternoon tea, and evening cocktails. Our hotel
offers five contemporary meeting and conference venues including The Four points by Sheraton
Grand Ballroom with LED lighting effects and projections. From a fully serviced business center
to our health and fitness center featuring the Four points by Sheraton WORKOUT Gym, we fulfill
the requirements of modern travelers. Find unique culinary experiences at our numerous
restaurants. Dishes are created with the freshest of ingredients, including preparations from live
cooking stations

Specific Objectives:

To fulfill the broad objectives, the specific objectives of this report are as follows:

 To check up the present state of the Hotel activities at The Four points by Sheraton Dhaka
 To find out all the problems and give solution of these problem To identify departmental
 To know actual feelings of the associates
 To identify the perfect service work places
 To gather experience from different service areas
 To analyze the way of implementation policy to overcome the problems.

Four Points by Sheraton Mission & Vision Statements:

Four points by Sheraton Dhaka will exceed customer expectations and service, quality and value
maintaining a safe and clean environment honoring the dignity of all associates contributing to
the community and ensuring maximum return to the owners.
2.12: Location Details:


 House-16 B, Road-35 Gulshan Avenue, Gulshan 2 Dhaka – 1212, Bangladesh.

 Location: Located in prime diplomatic & commercial zone 8Km from Hazrat Shah-jalal (RA)
International Airport.
 Corporate Office: Canadian High Commission 0.3km/ 0.2 miles
 Australian High Commission 0.5km/0.3 miles
 German Embassy 0.5km/0.3 miles
 French Embassy 0.5km/0.3 miles
 Microsoft 0.5km/0.3 miles
 Grameen phone 1.5km/1.2miles
 Russian Embassy 0.8km/0.5miles
 United States Embassy 1.0km/0.6 miles
 British High Commission 1.0km/ 0.6mile 42
 Airtel 1.0km/0.6miles

Local Attractions:

1. Shoppers World 1.0km/ 0.6 miles

2. Aarong 1.8km/1.1miles
3. National Museum 5.0km/ 3.1miles

2.13: Services and Facilities Room Division of the four points by Sheraton Dhaka: The hotel has
30 suits and an Executive Club Suite. The guest rooms are among the largest in the city, each
room displaying a view of the downtown business district. All the rooms are appointed with the
Four points by Sheraton’s signature amenities and services: Wake-Up Service, Non-Smoking
Room, The Heavenly Bath, Four Fixture Bath Room, Ergonomic Desk Chair, Iron/Ironing Board,
Bathrobes Make up/Shaving Mirror, Satellite Channels, Direct Dialing Air- Conditioned Room In-
Room Safe Room With Sitting Area 24-Hour Room Service, LED Flat Panel Television Free Daily
Newspaper Handicap Accessible Room, Separate Bath & Shower Stall, Dual-Line Telephone
Refrigerator Refreshment Center Club Level, Room Smoke Detectors in Room Coffee & Tea Maker
Work Desk, High Speed Internet Access.
Type of Rooms in the Four points by Sheraton Dhaka:

1. Executive Club suits

2. Deluxe Rooms
3. Specialty Rooms
4. Junior Suite 43

Employee — The Four points By Sheraton, Dhaka:

Managing Director: Mr. Md. Noor A AlamSiddiki

General Manager: Mr.Razesh Maliya

Food & Beverage Manager: Mr. Tareq Islam

EAM & Financial Controller: Mr. Mehedi Hasan

Head Sales of Marketing& Event: Miss. Keya Akhter

Front Office Manager: Mr. Avijit Kumar Ghosh Sr.

Asst. Executive Housekeeper: Mr. Rana

Human Resource Officer: Mr. Ahmad O. Shakur

Cost Controller: Mr. Riduan Ahmad

Dir. Of Engineering: Mr. Abdulla Al Mamun

Executive Chef: Mr. Irfan Chief Security Officer: Retd. Col. Asraf 53