Internship-report-by-mr.-khalid-mustafiz-aiub.docx

American International University-Bangladesh (AIUB) Affiliation Report on Training and Development Activities at Pan Pacific Sonargaon Dhaka

Supervised By: Asif Parvez Assistant Professor & Deputy Registrar

Submitted By: MUSTAFIZ, KHALID ID: 10-16531-2 Major- Human Resource Management

Date of Submission:

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Affiliation Report on Training and Development Activities at Pan Pacific Sonargaon Dhaka

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Letter of Transmittal

Date: To Mr. R.T. Moudud Director, Office of Placement and Alumni American International University- Bangladesh Sub: Submission of Internship report on "Training and Development Activities at Pan Pacific Sonargaon Dhaka" Dear Sir, With due respect and humble submission I would like to inform you that I am a student of School of Business. It is indeed a great pleasure to have the opportunity to work on the Internship report. I have got the opportunity to work on the Internship report according to your instructions. The topic name is "Training and Development Activities at Pan Pacific Sonargaon Dhaka" I will try my best to present all the things to make the report more informative and supportive. I shall be very grateful to you if you kindly give me permission to work on my internship report on this topic. Sincerely your Student MUSTAFIZ, KHALID ID: 10-16531-2 Department: BBA Major: Human Resource Management (HRM)

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ACKNOWLEDGEMENT

First and foremost, I would be grateful to the Almighty Allah as I have successfully completed this report within due time and for all the incidences I had to undergo while preparing this report. The submission of this report is a very delightful instance for me. First of all I would like to thank the almighty for giving me the strength, and the aptitude to complete the report. I am deeply pleasing to all in the university and Pan Pacific Sonargaon Dhaka who have assisted me a lot in completing the internship program and preparing the report on the assigned topic " Training and Development Activities at Pan Pacific Sonargaon Dhaka" I also would like to tender my heartfelt gratitude to the department of Human Resource Management (HRM), for providing me an opportunity to accomplish the internship program and assigning me to realize its importance and significance. No words can sufficiently express my gratitude to my supervising teacher, Asif pervez, Faculty of business administration who was the driving force for me to accomplish the whole internship report. My sincere gratitude also goes to Mr Sharif Hossain Khan, Assistant Director (HCD) Mr. Asaduzzaman, Manager,HCD and Ms. Khaleda Parvin Ruma Manager (Leaning and Development) Human Capital and Development department of Pan Pacific Sonargaon Dhaka, for giving me the excellent opportunity to acquire my practical knowledge. My special thanks goes to Ms. Khaleda Parvin Ruma Manager (Leaning and Development) and Mr. Md Shamiul Haque (Assistant Manager), Rakibur Rahman (Executive Officer), and all other employees of Human Capital and Development department of Pan Pacific Sonargaon Dhaka who assist me a lot by giving all the possible information of the Pan Pacific Sonargaon Dhaka which I required to prepare this report. At last I am expressing my sincere gratitude to all of the employees of Pan Pacific Sonargaon Dhaka for their sincere cooperation to prepare this report. I am also thankful those employee who gave interview from their valuable time and valuable information because of without their friendly cooperation it was not fully possible for me to prepare a good and acceptable report. Besides I am also grateful to the authors, researchers, and article writers who's Books, Reports, and Journals have helped me to prepare my Internship Report successfully. I want to thank them all from the core of my heart.

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Executive Summary Pan Pacific Sonargaon Dhaka started her journey from 1981 in the name of Pan Pacific Hotels & Resorts. The Hospitality industry needs to operate in environments which remain attractive to tourists. The industry needs a relatively well educated work force, functioning health systems and relatively good transport, communications, water and energy infrastructure. These services and facilities are also valuable to local communities. There are risks and opportunities in the tourism sector which financiers, developers, hoteliers and operators need to manage. Many of those present felt that tourism does not have to do very much to have a significant impact on household incomes and livelihoods in a local area. This can amount to a significant national impact if the tourism industry as a whole adopted international best practice. The ways that businesses do their business will determine the extent to which they contribute to the generation of local economic development and the reduction of poverty. Where businesses act together they are able to reduce transaction costs and secure more significant impacts than they would be able to achieve individually and improve the business environment by adopting common standards across a shared platform, with appropriate compliance guidelines and verification, they can ensure a relatively level playing field and reduce the risk of legislation and regulatory intervention by national or local authorities. Here at the Pan Pacific Sonargaon Dhaka, both the business and leisure traveler to Dhaka will enjoy all that a five-star international hotel can offer, from first class surroundings to world class hospitality, in the unique Pan Pacific style. Consist of 277 room Hotel’s design concept was to offer a gateway to an Urban OASIS for both International and Domestic guests. Pan Pacific Sonargaon Dhaka is providing world class rooms, suits, banquet, club service, health club, business centre for customers for maximum satisfaction. To ensure the maximum satisfaction from the guest the associates have to be well trained. So the Pan Pacific Sonargaon Dhaka is highly focused on it. The Pan Pacific Sonargaon Dhaka is not only focusing on the profit. The main objective is to provide the world class hospitality. Creating memorable hotel experience is not easy task. The main reason behind it is the well trained and well developed managerial group of associates. The question now comes how they are being well trained and developed. The story behind it is the management by objective as well as the key performance fulfilled by the associates. Pan Pacific Sonargaon Dhaka ensures grooming for the associates. The training and development programs are the key factors which helps the associates to be a well groomed associate. The programs are for both management and non 5

management associates. In the modern competitive world the hospitality management also became too much service oriented. So the Pan Pacific Sonargaon Dhaka is providing various services to her guests. Such as services to the GHA (global hotel alliance), frequent flyer program , pan pacific privileges for the old guest. Maintaining a good relationship between the service provider and the guest largely depend on the attitudes and motivations and on human resource management. Therefore human resource management plays a vital role in the hospitality industry. At that point progressive human resource management practices to build employee commitment and morale toward the industry. Through the proper training and development well groomed associates can be generated and thus satisfied, loyal and productive associates of Pan Pacific Sonargaon Dhaka provide excellent service to her valuable, honorable guest. It strongly creates value for the customers, valuable guest will become loyal to the Pan Pacific Sonargaon Dhaka, which in turn will generate Profit for the Pan Pacific Sonargaon Dhaka, and for which the customer goes back to the Pan Pacific Sonargaon Dhaka again and again. The succession of Pan Pacific Sonargaon Dhaka is strongly depending on the service excellence of the associates. Here the Pan Pacific Sonargaon Dhaka is ensuring her success though her proper training and management development. As a student of human resource management I also strongly focused on the Pan Pacific Sonargaon Dhaka Human Capital and Development departments training and development activities and found that its true that the succession of Pan Pacific Sonargaon Dhaka is strongly depending on the service excellence of the associates. At last I have tried to give some actions which might be helpful for the Human Capital and Development department of Pan Pacific Sonargaon Dhaka which will promote the organization forward.

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Letter of Endorsement

The Internship Affiliation Report entitled Training and Development Activities at Pan Pacific Sonargaon Dhaka has been submitted to the Office of Placement & Alumni, in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, Major in Human Resource Management (HRM), Faculty of Business Administration on August 10, 2014 by MUSTAFIZ, KHALID, ID: 10-16531-2, The report has been accepted and may be presented to the Internship Defense Committee for evaluation. (Any opinions, suggestions made in this report are entirely that of the author of the report. The University does not condone nor reject any of these opinions or suggestions).

______________________

Asif Parvez Internship Supervisor

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Table of Contents

SL NO

CONTENT

8

PAGE

Chapter-1 INTRODUCTION

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Affiliation Report on

Training and Development Activities at Pan Pacific Sonargaon Dhaka

1.0 Introduction:-

The hotel industry has the capacity to grow and contribute more to the national economy if the right policy framework can be achieved. Tourism Bangladesh long term strategy has identified a need for new investment in infrastructure, including hotel accommodation, in order for Bangladesh to capitalize on the opportunities presented by the emerging economies of Asia. Achieving this requires governments to appreciate the impact of tourism and hospitality on the creation of employment, wealth, culture and community, and be actively engaged in partnership with industry. This means addressing key national objectives of sound economic and fiscal management, creating new jobs, fostering enterprise and reducing red tape on business. The Pan Pacific Sonargaon Dhaka’s vision on behalf of its members is for a vibrant and sustainable hotel and tourism industry that will support both local and national economies. Hotels can also help to increase individual prosperity by creating new and better employment opportunities in all cities and towns in every state and territory, attracting new investment, and continuing to contribute to the fabric of the community as meeting places and social hubs. This policy platform outlines the actions needed from government to maximize the hotel industrys contribution to the economy of Bangladesh. The industry seeks to work in partnership with government to ensure its economic contribution is increased and unnecessary regulatory barriers are removed. By partnering with the Pan Pacific Sonargaon Dhaka to implement the recommendations contained in this platform, any future Government will help the hotel industry to achieve an even greater level of selfreliance and sustainability which will ultimately benefit the wider economy of Bangladesh.

1.1 Rationale for selecting the report:Tourism is one of the worlds biggest industries. According to the World Travel & Tourism Council (WTTC) the direct and indirect economic contribution of tourism was $6.6trillion in 2012 accounting for 1 in every 11 jobs. A significant percentage of jobs, tourism related businesses and tax revenues in destination countries, directly or indirectly, result from the provision of our holiday products and services.Ideally, much of the revenue from tourism would stay in the local area, supporting livelihoods and benefiting local communities. But we recognise that the issue of economic contribution is more complex than that.Monitoring and improving the local economic contribution of a hotel is more challenging than measuring its environmental 10

impacts because it is dependent on a wide range of factors: the standard and value of services offered by the hotel; the hotel’s procurement policies, staffing levels and employment policies; the hotel’s management structure; and the amount of discretionary expenditure – for example, in local shops, restaurants and bars – by customers., I have decided to do my affiliation report on “Training and Development Activities at Pan Pacific Sonargaon Dhaka ” to express myself within my experience gathered here. In another way according to my academic perspective in the Business School of American International University-Bangladesh(AIUB), BBA program is comprises of semesters as per normal schedule system and I am doing it here by 13th semester and as a requirement for the fulfillment of our BBA program, students have to perform three months internship. During the schedule of BBA program, a student can gather theoretical knowledge and at the end of the program the student needs to have a practical experience. This report is built on the working experience in Human Capital and Development department of Pan Pacific Sonargaon Dhaka. I started my internship period from June 01, 2014. As an intern, initially I placed in Human Capital and Development department and I have been working one and half month of my internship period in this department. The department incharge helped me a lot to know the performance and activities of Human Capital and Development department of Pan Pacific Sonargaon Dhaka. Particularly they gave me a vast knowledge about their training and development activities which help them a lot in fulfillment of mission of the Pan Pacific Hotels Group.

1.2 Historical background of Pan Pacific Sonargaon Dhaka:Pan Pacific Sonargaon Dhaka is one of the oldest also a luxurious five star Hotel in this country of Bangladesh. The Pan Pacific Sonargaon Dhaka is not only a five star hotel, but also a landmark in the tourism sector reflecting the beautiful images of Bangladesh and its caring and hospitable people to the outside world. Pan Pacific Sonargaon Dhaka is a magnificent business class hotel which is ideally located in central Dhaka close to the Motijheel commercial area, Dhaka's diplomatic area of Baridhara and Gulshan, Parliament House and the Prime Minister's Office. The hotel is within easy access of several Dhaka attractions, and Hazrat Sahjalal Airport is just 18 kilometers from the hotel. The service and traditions of the east combine with the creativity and personality of the west to provide refreshing experiences that leave you feeling restored. Our Pacific Touch is the key to enriching experiences that enliven the senses and reinvigorate the soul. When you enter a Pan Pacific hotel, you find a sanctuary of calm efficiency and understated elegance, with subtle and uncomplicated service that is at the same time personal.

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Pan Pacific Hotels Group is a hotel subsidiary of Singapore listed UOL Group, one of Asias largest hotel and property companies with a diversified portfolio of investment and development properties. Headquartered in Singapore, Pan Pacific Hotels Group owns, manages and operates over 37 hotels, resorts and serviced suites including those under development with over 10,000 rooms in Asia, Oceania and North America. The Group comprises two acclaimed brands: Pan Pacific and PARKROYAL. Pan Pacific Hotels and Resorts is a founding member of the Global Hotel Alliance, the worlds largest alliance of independent hotel brands. As part of Pan Pacific Hotels Group, we believe that corporate responsibility involves doing what is right for our stakeholders. This entails building and ensuring meaningful relationships with our associates, customers and guests as we continually engage the environment and communities where we operate. Pan Pacific Hotels and Resorts has been recognised by Condé Nast Traveler magazine as one of the top 25 best business hotel brands and companies demonstrating social responsibility. Our hotels have also won esteemed accolades in the World Travel Awards, AAA Four Diamond Award, Condé Nast Gold List and Readers Choice Awards.

(A) Capital structure of Pan Pacific Sonargaon Dhaka (As per year 20082012)-

Particulars

2008

2012

Total Revenue

$315m

$373m

EBITDA

$106m

$113m

Earnings per share

9.65 cents

7.56 cents

Total Assets

$1,006m

$1,414m

Revenue per Share

$130

$141

Shareholders funds

$768m

$924m

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Return On Investment (ROI)

9.18%

11.23%

Return On Asset (ROA)

1.18%

1.77%

No. of Employees

898

924

(B) Mission, Purpose and Goal of Pan Pacific Sonargaon Dhaka:Mission: Creating memorable hotel experiences...

Purpose: Great Brands, Great Hotels, Great People and Great Relationships!

Values:

1) We work better together because we collaborate, share, care about each other and communicate openly with everyone. 2) We make our processes as simple and as uncomplicated as possible and take full responsibility for our actions. 3) We have an "internal debate, external cohesion" culture with a can-do attitude and always try to have fun. 4) We enhance our performance by always aiming higher and are not afraid of making the tough decisions. 5) We respect and care for our wider community through being connected and sharing, we also recognise and value diversity in every way.

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(C) Corporate objectives: Pan Pacific Sonargaon Dhaka’s objectives are reflected in the following areas:      

Highly personalized service. Customer-driven focus. Total commitment to quality. Contribution in the economy. Quality of human resources. Commitment to its clients at each level.

Pan Pacific Sonargaon Dhaka believes that communication with, and feedbacks from its clients help it to achieve its goal by providing world-class product and services. Pan Pacific Sonargaon Dhaka regularly conducts with the guests satisfaction surveys and make immediate accommodations and adjustments where needed. It also constantly monitors its standards, and strives to meet guests requirements.

(D) Customers: People of different ages are the customers of Pan Pacific Sonargaon Dhaka. There are businessmen, service holders, bankers, corporate, tourist, and delegates. Pan Pacific Sonargaon Dhaka also provides special customer service and gives a memorable hotel experience. Moreover, Pan Pacific Sonargaon Dhaka also provides some special features to the foreign customers which are very much attractive than the other countries. They gives local cultural experience. For an example foreign people gets one nakshi katha, a little brass rickshaw, muslin table cloth, excellent site visit like kurmitola golf club .

(E) Products and Services: Pan Pacific Sonargaon Dhaka is one of the leading five star hotels in Bangladesh. Pan Pacific Sonargaon Dhaka Emphasis on customer service, product innovation, asset quality and brand building. The major products and services of Pan Pacific Sonargaon Dhaka.

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Rooms and Suites

Celebrate

Offers

Facilities and Services

Rooms

Venues

Dinning

Swimming Pools

Suits

Banquet

Meeting and Events

Business Centre

Pan Pacific Club Service

Health Club

(F) Decision making process: The goal of Pan Pacific Sonargaon Dhaka is to be the leading five star hotel and retain the position from the competitive threat. To attain the goal, the overall planning is done at the headquarter level in Dhaka by the management committee which is headed by the GM (General Manager), the committee also includes all the divisional heads from support and business. They meet once in a month or contingent basis. The decision making process is centralized. All the decision is taken by the General Manager of Pan Pacific Sonargaon Dhaka. The decision making process is a top down process with the flexibility of incorporating the feedback from the operational areas to avoid the problems. The management is amply flexible to include enough room for participation from bottom and allows significant room for accommodating strategic changes. The management has clear bent for the following:

 Modernization of process and operations to achieve higher service quality, customer satisfaction and reduce the paper work.  Recruit, develop and maintain top grade efficient associates.  Maintain, enhance and protect brand image.  Ensure convenient working and hotel experience for the associates and the customers.

(G) Correspondent Relationship: Pan Pacific Sonargaon Dhaka established correspondent relationships with a number of foreign brands. As a member of global hotels alliance 23 brands consist of 401 hotels around the world. Anantara Hotels Art Series Hotels 15

Atura Hotels Avani Hotels The Doyle Collection First Hotels Individuals collection Kempinski QT Park royal The Leela palaces Marco polo Mokara Omni Hotels Tangram RIXOS RYDGES SHAZA Ultra travels Per AQUUM Thon hotels

Pan Pacific Sonargaon Dhaka maintains a need based Correspondent Relationship Policy, which is gradually expanding.

(H) Values considered as guiding factors: All the activities and decisions of Pan Pacific Sonargaon Dhaka are based on, and guided by, these values:

 Placing the interests of clients and customers first.  A continuous quest for quality in everything the hotel does.  Treating everyone with respect and dignity, addressing guest with names.  Conduct that reflects the highest standards of integrity.  Teamwork from the bottom level unit to the top management as a whole being good citizens in the communities, in which they live and work as fraternity.

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(I) Organizational structure of Pan Pacific Sonargaon Dhaka:There are four different wings to consist the organizational structure of Pan Pacific Sonargaon Dhaka. They are:

 Board of Director  Executive Committee

(J) Organizational Hierarchy of Pan Pacific Sonargaon Dhaka: General Manager

Director of Finance

Manager Purchase

Director of Sales &Marketing

Director of Technical service

Human Capital and Development

Deputy Chief Engineer

Revenue Manager

Manager Cost Control Manager Credit

Director of

Assistant FOM

Manager Engineering & Maintenance

Executive Housekeeper

Front office Manager

Director of Restaurant Bars and Event

Chief of Security

Telephone Manager

Manager Security

Supervisor Senior Manager Catering

HCD Manager

Manager

Medical Officer

Training Manager House keeping

Manager Laundry

Assistant Manager

Assistant Manager 17 Training

HCD coordinator

1.3 Special features of Pan Pacific Sonargaon Dhaka:There are so many reasons behind the better performance of Pan Pacific Sonargaon Dhaka than any other newly established banks:  Pan Pacific Sonargaon Dhaka has established a core Research and Planning Division comprising skilled persons.  Highly qualified and efficient professionals manage the various hospitality management activities.  The inner environments of the all branches of Pan Pacific Sonargaon Dhaka are well decorated.  Operations of the all branches of Pan Pacific Sonargaon Dhaka have been computerized to provide the promptly and frequently customers service because they are highly customer service oriented.  The Pan Pacific Sonargaon Dhaka has launched some service, which is not available in any other hotels like local experience.  Pan Pacific Sonargaon Dhaka provides attractive guest service.  Pan Pacific Sonargaon Dhaka frequent arranges customers meeting to achieve their valuable suggestions.  Pan Pacific Sonargaon Dhaka evaluate customer feedback through exelent software system well known as market matrix which allows the associate to get feedback from the customers and to take immediate massive action with efficient level.  Profit earning is not the main aim of the Pan Pacific Sonargaon Dhaka. Pan Pacific Sonargaon Dhaka is responsible to maintain the social duties,hospitality service.  Digital EGCC( electronic guest comment card)

1.4 Objectives of the report:There are two types of objectives behind my work and these are as follows:

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Broad Objectives:The main objective of the report is to state my working experience as an intern at the Pan Pacific Sonargaon Dhaka. Particularly field experience in the Human Capital and Development department.

Specific Objectives: To understand the importance of hospitality management in Bangladesh.  To present an overview of Pan Pacific Sonargaon Dhaka.  To make a bridge between the theoretical and practical knowledge.  To understand the activities of Human Capital and Development department.  To understand training and development activities of Human Capital and Development department.

 To be familiar with the other departments of Pan Pacific Sonargaon Dhaka.  To identify problems of Human Capital and Development department.  To provide suggestions for the development of Human Capital and Development department.

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Chapter-2 ACTIVITIES UNDERTAKEN

2.0 Work Related: I worked under Human Capital and Development department of Pan Pacific Sonargaon Dhaka last one and half month of my internship period, here I have earned some tremendous amount of 20

knowledge and got some remarkable knowledge about Human Capital and Development department of Pan Pacific Sonargaon Dhaka. This report is prepared according to the knowledge what I have gathered during my internship period. Participating in work related activities, questioning officials and observing gave me an in depth knowledge about the Human Capital and Development department of Pan Pacific Sonargaon Dhaka.

2.1Responsibilities and duties of Human Capital and Development department of Pan Pacific Sonargaon Dhaka: I worked under the Human Capital and Development departments and found that they are mainly working as a mediator of the Central Human Capital and Development in Singapore corporate of Pan Pacific Hotels Group. They are implementing the Standard Operating Procedure (SOP) developed, upgraded or procedures changed by the recent demand of Pan Pacific Hotels Group. Beside this all the necessary Human Resource management activities are carried out by the Human Capital and Development department. During my internship period myself was deeply connected with the relevant task was given to Human Capital and Development department and strongly tried to acquire knowledge, skill, ability to conduct this kind of task in near future. Key Responsibilities and Duties Human Capital and Development are     

Recruitment and Selection of new associates Orientation of new associates Orientation of current associates as per need basis To cope with the policy and change of corporate of Pan Pacific Hotels Group Work for the Internal Value Creation (IVC)



Conducting Training Need Assessment (TNA).

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Prepare Training Calendar for the Company.

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Organize and conducts In-house training programs.

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Facilitate training in local and foreign institutions.

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Provide logistic support to company workshops, seminars, conferences.

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Prepare Training Calendar for the Company.

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Maintain and update training database.

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Prepare HR Development related reports, training agreements, auditing, etc.

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Associates Master file 21

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Associates man power budgeting

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Legal Compliance

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Evaluates the effectiveness of training programs.

2.2 Training and development department of Human Capital and Development: I worked under the Human Capital and Development departments Training and Development section of Pan Pacific Sonargaon Dhaka and I found that this section directly enables the workforce to enhance their skills, keep them updated with recent changes. They offer both on job and off job at both theoretical and practical training opportunities through a range of Local, Regional and International Training programs that include both functional and managerial levels on the basis of Training Need Assessment. Training Need Analysis (TNA) is conducted by Department Heads and Human Capital and Development department jointly on the basis of job analysis. Training also helps ambitious associates forge ahead in their own careers. Thus better services are given by associates to the customer, which creates satisfaction among the customers. When we develop employees potential these things are vastly related. Training is a leadership activity, which prepares individuals for their own future opportunities.

Before going to further, we exactly need to know what the training and development is.

Training: Training is the acquisition of knowledge, skills, and competencies as a result of the teaching of vocational or practical skills and knowledge that relate to specific useful competencies.

Development: Development has a broader focus on learning and relates to a career rather than to a job. It emphasizes on the associates potential to acquire more capabilities.

Objective of Training and Development at Pan Pacific Sonargaon Dhaka 22

Needs result in training and development objective, which should state the desired behavior and the condition under which it is to occur. These stated objectives then become standards against which individual performance and the program can measured. 1. To impart basic knowledge and skill to new entrants required for intelligent performance of definite task in order to induct them without much loss of time. 2. To assist associates to function more effectively by exposure of latest concepts information and techniques and development of skills required in specific fields including production, purchase, marketing, logistics, information technology etc. 3. To broaden minds of supervisors. Sometimes, narrowness of outlook may arise in supervisors because of specialization. In order to correct this narrowness they are provided with opportunities and interchange of experience. 4. To build second line of competent associates and enable them to occupy more responsible positions as situation emerge. 5. To prepare associates to undertake different jobs in order to enable redeployment and maintain flexibility in workforce so that ever changing environment of market can be met and downturns can be managed without loosing experienced associates. 6. To provide associates job satisfaction, training enables associates to use their skill, knowledge and ability to fullest extent and thus experience job satisfaction and gain monetary benefits from enhanced productivity. 7. To improve knowledge, skills, efficiency of employees to obtain maximum individual development. 8. To fulfill goals of Pan Pacific Sonargaon Dhaka by securing optimum co operation and contribution from the associates. 9. To train the associates with desired level. 10. To maintain the standard provided by the corporate.

Training Conducted by Human Capital and Development:

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The Human Capital and Development department directly conduct any training. Following responsibilities regarding training:  Selection of trainees: Human Capital and Development department asks for names from respective departments for training. On receiving the names, the department prepares the final list of trainees and intimates it to the training wing and respective departments for the timely release of the trainees.  Process for conducting training: training is not a one sort term affair, rather it is a step by step process that will complete only after successful completion of given sequential activities.  Arrange training within the country: in term of necessity, Pan Pacific Sonargaon Dhaka sends its associates for training conducted by competent outside organizations. These trainings are coordinated by the Human Capital and Development Department.  Training Record Maintenance: Records of all trainings by the associates are maintained by the Human Capital and Development Department in associates master file.  Developing training monthly calendar: Human Capital and Development department has to prepare 12 times training calendar in a year.

Process for conducting training:

1. Identifying Training Needs

2. Establish Specific Objectives

3. Select Appropriate Methods

4. Implement Programs

5. Evaluate Program

6.Measuring Effectiveness of Training

Identifying Training Needs: Training need is a difference between standard performance and actual performance. it tries to bridge the gap between standard performance and actual performance. The gap clearly underlines the need for training of employees. Hence, under this phase, the gap is identified in order to assess the training needs. A training need assessment is done on the basis of the information received from performance appraisal report form at the middle of each year and finally the yearly assessment of the performance of the associates. Training Need is assessed 24

based on departmental key performance objective (KPO) consist of 60 % and personal key performance objective (KPO) consist of 40 % of a particular associate. In the performance appraisal format, there are specified spaces where associate can indicate the field/area in which they feel they need training, whereas in another space, the supervisor can identify the training need of the particular associate. More specifically, the appraiser after discussing with the appraisee identifies the areas of improvement and also narrows down the actions that are required to improve those areas. Based on the action plan, two training programs are prioritized by the manager and tentative time for completing the program time.

The training need is assessed on the following basis:  Training need as identified by the Manager and Director in the specified section of the associate performance appraisal format.  Training need identified from the associates key performance objective (KPO)

Human Capital and Development department are responsible for assessing the training needs of the associates. Human Capital and Development department help the learning, training, and development divisions to conduct this assessment.

Training for each associate Identification of Training Needs

Recommendations by Managers

Training provided to the associates

HR Development Recommendation

Identification of Right Training for Right associate

Listings of Some Training by Managers

Approval of Supervisor

Prioritize Training for each associate

Submission of Proposal through applied Form to HCD 25

Proactive Approach

Selecting the appropriate methods: Training methods are desired means of attaining training objectives. After the determination of training needs and specification of objectives, an appropriate training method is to be identified and selected to achieve the stated objectives. There are number of training methods available but their suitability is judged as per the need of Pan Pacific Sonargaon Dhakas training needs.

2.4 Types of Training: There are various methods of training. Trainers need to understand the pros & cons of each method also its impact on trainees keeping their background and skill in mind before giving the training. 1) Training for new associates 2) Training for the non management associates 3) Training for the management associates

Training for new associates: The first several days on the job are crucial in the success of new associates. Every new associate goes through a training session in Pan Pacific Sonargaon Dhaka. Human Capital and Development department also conducts new associate orientation programs for newly joined associate. When a new associate joins the Pan Pacific Sonargaon Dhaka, he needs to be introduced to his job and key performance objective (KPO) as well as Pan Pacific Sonargaon Dhaka. The objectives of the orientation program are to welcome the new associate, orient him about the Pan Pacific Sonargaon Dhakas vision, purpose, values, house rules, service rules, divisional activities etc. This is arranged to make a new recruit feel that he is part of the Pan Pacific Sonargaon Dhaka that I am a pan pacific. Orientation training emphasizes the following topics:  

Pan Pacific Sonargaon Dhaka history, vision, purpose, values Job related training and job responsibilities in the Pan Pacific Sonargaon Dhaka.

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

 

Pan Pacific Sonargaon Dhakas number of department, and how the department helps fulfill the mission of the company, how inter department works , how they co ordinates their work, associates grooming season for each and every single member of Pan Pacific Sonargaon Dhaka. House rules, regulations, standard operationg procedure (SOP) Personnel rules and regulations.

Training for the non management associates: This method is more of giving theoretical training to the trainees which basically provides the rules for how to do something, or verbal information, demonstrate, relationships among concepts, etc, these methods are associated with changes in knowledge and attitude by stimulating learning.

List of Training for the non management associates: Off-the- job training 1. Informal learning: It is often spontaneous and creative. Especially for the restaurant, bars and events (RB&E) department of Pan Pacific Sonargaon Dhaka. Associates of Pan Pacific Sonargaon Dhaka should not underestimate the importance or value of informal training. Surveys form the American Society for Training and Development estimate that as much as 80% of what employees learn on the job they learn not through formal training programs but through informal means, including performing their jobs on a dally basis in collaboration with their colleagues. 2. Job instruction training: structured , Step by step structured on the job training method in which a trainer prepares a trainee with an overview of the job, its purpose, and the results desired, demonstrates the task or the skill to the trainee, allows the trainee to mimic the demonstration on his or her own and follows up to provide feedback and help. 3. Lectures: refers to the policies and procedures of Pan Pacific Sonargaon Dhaka designed to equip prospective teachers with the knowledge, attitudes, behaviors and skills they require to perform their tasks effectively 4. Audiovisual based training: Recent technologies of Pan Pacific Sonargaon Dhaka have allowed trainers to stream audio over the Internet facility for trainees to download necessary documents. Audiovisual based training techniques like, PowerPoint's, video conferencing, audiotapes, and videotapes can be very effective and are widely used in Pan Pacific Sonargaon Dhaka. 27

5. Behavior modeling: associates training in which they are encouraged to act and respond as their specified role models do in similar situations. This type of training is eagerly need for the Pan Pacific Sonargaon Dhaka because it is highly customer service based. 6. Case study: various case study analysis for the better understanding of the service. Case study method helps students to learn on their own by independent thinking. A set of data or some descriptive materials are given to the participants asking them to analyze, identify the problems and also solutions for the case. 7. Need based language courses: according to the need the associates are given language training on English, French, and Spanish etc. 8. Safety Related Training: Safety issue is very important for the Pan Pacific Sonargaon Dhaka.  Fire prevention and safety training: This training is compulsory for all the associates of the Pan Pacific Sonargaon Dhaka. Theoretical training is followed by real life scenario fire fighting exercise. It also includes equipment shut down and evacuation procedures.  Emergency procedure training: this training includes practical training related to machinery failure, fire, electricity failure the property operation maintenance energy cost (POMEC) department get special training and other department gets minimum level of training in case of emergency. 9. Hygiene and cleanliness training: Pan Pacific Sonargaon Dhaka is always customer focued, they highly emphasize on the health safety of her customers so the associates gets special training for their hyginical life and well as the environment of the Pan Pacific Sonargaon Dhaka.

On-the-job training 1. Job rotation: Job rotation means moving management trainees from department to department to broaden their understanding of all parts of all parts of the business and to test their abilities.Trainees gain perspective on various areas of Pan Pacific Sonargaon Dhaka. This provides an opportunity to work with higher management and different departments. 2. Coaching: is a training or development process via which an individual is supported while achieving a specific personal or professional competence result or goal. Normally, the understudy relieves the executive of certain responsibilities, giving the trainee a chance to learn the job.

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3. Action learning: is an approach to solving real problems that involves taking action and reflecting upon the results. The learning that results helps improve the problem solving process as well as the solutions the team develops. Carefully selected teams of five to 25 members; assigning the teams real world business problems that extend beyond their usual areas of expertise and structured learning through coaching and feedback. 4. Apprenticeship training: Apprenticeship training provides access to well paying jobs that demand a high level of skill, judgments and creativity. Apprentices are paid while gaining work experience, and their wages increase with their level of skill. At Pan Pacific Sonargaon Dhaka Apprenticeship training is a structured process which people become killed workers through a combination of classroom Instruction and on-the job training. It is widely to train individuals for many occupations. It traditionally involves having the learner or apprentice study under the tutelage of a master craftsperson. 5. E-learning: Training programmers delivered via intranet are now recognized as the most cost effective route. It is not only cost effective but also caters to the real time information needs of associates. However, it involves convergence of several technologies, like, hardware, software, web designing and authoring, instructional design, multimedia design, telecommunications and finally internet, intranet, extranet network management. Organization can outsource e-learning training modules at relatively cheaper rate. Even though training through e-learning is globally increasing, we do not have adequate empirical evidence to justify this.

Training for the management associates: Pan Pacific Sonargaon Dhaka s working environment requires associates to be skilled in performing complex tasks in an efficient, cost effective, and safe manner. Training is needed when employees are not performing up to a certain standard or at an expected level of performance. The difference between actual the actual level of job performance and the expected level of job performance indicates a need for training. Beside this sometimes the training also takes place for the development purpose. This is mainly off-the- job training conducted by the Pan Pacific Sonargaon Dhaka. 1. Leadership: this training of Pan Pacific Sonargaon Dhaka aims to help management associates in leadership positions, or those aspiring to lead, to develop practical strategies for establishing, promoting and sustaining change in Pan Pacific Sonargaon Dhaka.

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2.Leading Strategic Change: this program focuses on developing the fundamental skills required to lead strategic change in Pan Pacific Sonargaon Dhaka by looking at ways to clarify the need for change, examining the barriers and identifying frameworks for implementing successful change. 3. Customers psychology training: this advanced training is to understand the customers demand very deeply. This can be recognized as putting my legs on the other shoes to understand exactly what exactly other people actually feel. 4. Management development training: management development training of Pan Pacific Sonargaon Dhaka focused on developing managerial excellence. Driven by thought leaders and positioned, tested and implemented against the needs of the market and their customers, their trainer provides leading edge management. 5. Special training for the trainers: those associates are directly responsible for the training and development of the other associates they gets special training.These types of training are often off-the-job training. Under a particular training institute they get that kind of training which are mainly cost management, project management, risk management, sale and marketing operations management training. 6. Overseas Training: Pan Pacific Sonargaon Dhaka provides need based training to the employees through the usage of appropriate external training institutes, which are very often conducted overseas. For example, most of the technical, directly related to guest service, sale and marketing associates go for foreign trainings as the updated resource, criteria, policy by the Pan pacific hotels group and technology is not available in Bangladesh. 7. Opera PMS (property management system) training: the associates gets adequate training on the opera PMS to maintain the record of the property, assets liabilities, records of the guest, track reports. It also enables the associates to handling reservations, checking guests in and out, assigning rooms and managing room inventory, accommodating the needs of in-house guests, and handling accounting and billing. The property management software is configurable to each property’s specific requirements and operates in either single-property or multi-property mode, with all properties in an enterprise sharing a single database.

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Methods of development: Some development of individuals abilities can take place on the job. We will review several methods, three popular on-the-job techniques of the Pan Pacific Sonargaon Dhaka conducted by the Human Capital and Development department. 1) Job rotation 2) Assistant to position 3) Committee assignments And four off-the- jobs methods: 1) Lecturer courses and seminars 2) Overseas Training 3) Simulation exercise 4) Outdoor training.

1) Job rotation: Job rotation involves moving associates to various positions in the organization in an effort to expand their skills, knowledge, and abilities. Job rotation can be either horizontal or vertical. Vertical rotation is nothing more than promoting a worker into a new position. Pan Pacific Sonargaon Dhaka emphasize the horizontal dimension of job rotation, or what may be better understood as a short term lateral transfer. Job rotation represents an excellent method for broadening an individuals exposure to Pan Pacific Sonargaon Dhakas operations and for turning a specialist into a generalist. In addition to increasing the individuals experience allowing him or her to exposure new information. It can reduce boredom and stimulate the development if new ideas. It can also provide opportunities for a more comprehensive and reliable evaluation of the associates by his or her supervisors.

2) Assistant To positions: Associates with demonstrated potential are sometimes given the opportunity to work under a seasoned and successful manager often in different areas of the Pan Pacific Sonargaon Dhaka. Working as staff assistants or, in some cases, serving on special board, these individuals perform many duties under watchful eye of a supportive coach. In doing so, these associates of Pan Pacific Sonargaon Dhaka get exposure to a wide variety of management activities and are groomed for assuming the duties of the next higher level.

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3. Committee Assignment: Committee assignments can provide an opportunity for the associates to share decision making, to learn by watching others, and to investigate specific job related problems. When committees are of a temporary nature, they often take on task force activities designed to develop into a particular problem, certain alternative solutions, and make a recommendation for implementing a solution. These temporary assignments can be both interesting and rewarding to the employee's growth. Appointment of permanent committee increase the associates exposure to other members of the Pan Pacific Sonargaon Dhaka, broadens his or her understanding, and provides an opportunity to grow a make recommendation under the scrutiny of other committee members.

Off-the-job training

In addition off-the-job techniques described above, I will briefly discuss four of the more popular ones: lecture courses and seminars, simulations, and outdoor training. 1) Lecture course and seminars: Traditional forms of instruction revolved around formal lecture courses and seminars. These offered an opportunity for individuals to acquire knowledge and develop their conceptual and analytical abilities. For many organizations, they were offered in house by the Pan Pacific Sonargaon Dhaka itself, through outside vendors, or both.

Technology is allowing for significant improvements in the training field. The use of digitized computer technology, a facilitator can be in one location giving a lecture, while simultaneously being transmitted over fiber optic cable, in real time, to several other locations.

Over the past few years, they have witnessed an expansion of lecture courses and seminars for organizational members. This has been in the form of returning to college classes, either for credit toward a degree or by way of continuing education courses. Either way, the outcome is the same. Associates are taking the responsibility to advanced their skills, knowledge, and abilities in an effort to enhance their value-address to their current or future associates.

2) Overseas Training: Pan Pacific Sonargaon Dhaka provides need based training to the employees through the usage of appropriate external training institutes, which are very often conducted overseas. For example, most of the technical, directly related to guest service, sale and marketing associates go for foreign trainings as the updated resource, criteria, policy by the Pan pacific hotels group and technology is not available in Bangladesh. Most of the trainings take 32

place in foreign country Pan Pacific Hotels in Malaysia, Singapore, and Indonesia. Management trainings for high officials are also carried out in renowned training institute of different foreign countries. In the case of overseas training, finance has to be given 60 days time training fee has to be reimbursed by the Pan Pacific Sonargaon Dhaka. Pan Pacific Sonargaon Dhaka carries out the following tasks regarding the overseas training:

 Receives nomination from departments in the prescribed form with the approval from divisional head and finalized by the General Manager.  Obtains approval from Managing Director  Checks with Finance department regarding budget approval and other expenses  Contacts with the overseas training institute when required  Confirms Pan Pacific Sonargaon Dhakas associate with the institute  Receives the bond signed by the associate if and when required.

3) Simulations: Simulations are probably ever more popular for the associates development at. The more widely used simulation exercises include case studies, decision games, and role plays. The case study analysis approach to employee development was popularized at the Harvard Graduate School of business. Taken from the experiences of organization, these causes represent attempts to describe, as accurately as possible, real problem that managers have faced. Trainees study the case to determine problem, analyze causes, develop alternative solutions, select what they believe to be the best solution, and implement it. Case studies can provide stimulating discussions among participants, as well as excellent opportunities for individual to defend their analytical and judgmental abilities. It appears to be a rather effective method for improving decision-making abilities within the constraints of limited information. Simulated decision games and role playing exercises put individuals in the role of acting out supervisory problem. Simulations, frequently played on a computer program, provide opportunities for individuals to make decisions and to witness the implications of their decisions on other segments of the organization. Role playing allows the participants to act out problems and to deal with real people. Participants are assigned roles and are ask to react to one another as they would have to do in the managerial jobs.

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4) Outdoor Training: Outdoor training typically involves some major emotional and physical challenge. The purpose of such training is to see how employees react to the difficulties that nature presents to them. Do the face these dangers alone? Or are they controlled and successful in achieve their goals? The reality is that todays business environment does not permit associates stand alone. This has reinforced the importance of working closely with one another, building trusting relationship, and succeeding as a member of a group.

Measuring the effectiveness of training:

Pan Pacific Sonargaon Dhaka is a very large 5 star luxurious hotel with almost one and half thousands of associates along with lot of contractual and on call associates. Every year a great number of associates have been trained through identifying the Training Need Assessment of various divisional head of the department. Previous approach of Pan Pacific Sonargaon Dhaka in processing the Training Need Assessment is more or less reactive approach. Human Capital and Development departments personnel are heavily dependent on the evaluation or recommendation of the divisional or departmental supervisor of each associates training need identification. Within or before the month of June 50 % of assessment use to be evaluated rest 50% of is evaluated up to December. Another evaluation is based on the management by objective (MBO). It is measured to each and every single associates of Pan Pacific Sonargaon Dhaka by the Head of the department then finally assessed by the director of the respective department.

Performance rating system: It is mainly focused on the (G.O.P) gross operating profit. It is focused on the gross sales of the entire Pan Pacific Sonargaon Dhaka. performance rating scale narrowly observe individuals performance to the Pan Pacific Sonargaon Dhaka. In a brief from consist of five stages (O, E, M, and P, D). There is a five points rating scale being used in Pan Pacific Sonargaon Dhaka for appraisal purpose. They are described below:  Outstanding: Always demonstrates exceptional performance exceeds job requirements, initiatives and outputs are of very high quality. Significantly contributes to Pan Pacific Sonargaon Dhakas growth.  Exceed expectation: Performance is better than normally expected, producing good results that exceed requirements of the job, accomplishments exceeds requirement, very competent individual, clearly exceeds major requirements. 34

 Meet expectation: Performance consistently meets the requirements of the position, maintains acceptable performance standard, meets objectives and demonstrates desired performance level, clearly meets all requirements and standards.  Partially meet expectation: Performance requires improvement in some of the areas partially meets job requirements, some gap in achieving desired output, needs further improvements and training need in some areas.  Does not meet expectation: Inadequate performance, does not meet job requirements, quality of output significantly below standard, performance extremely unsatisfactory, needs to resolve performance gaps and problems immediately, fails to meet job requirements, whose performance is clearly below the minimum requirements and standards of the job.

Performance rating outcomes:

The main purpose of appraisal is to review associates last year achievement of the targets and determine next years targets along with action plans. There is no direct relationship between performance rating and performance increments or promotions. Appraisal outcome will depend on financial condition and many other factors as considered by management. However, associates performances will be considered during increment or promotions. An associate who is rated as Outstanding may be considered for promotion. An associate who is rated partially meet expectation will be counseled and be recommended for formal or informal training. Finally an associate who is rated as does not meet expectation for two consecutive appraisal period maybe recommended for separation from Pan Pacific Sonargaon Dhaka.

Training Calendar: Human Capital and Development department prepares a monthly training calendar based on the identified needs of the associates. Based on individual annual performance appraisal or need assessment, departmental managers select participants for any training course. Then finally, depending on the number of interested participants, Human Capital and Development department selects the final participants. In total Human Capital and Development department has to prepare 12 times training calendar in a year.

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Training Record Keeping:

In every departments of Pan Pacific Sonargaon Dhaka each associate has own training record file. In this file he keeps all training record for any regulatory purpose. These records are checked by department personnel and in few cases, auditors from different foreign regulatory representatives. The training records of the associates have another vital application. Whenever any promotion proposal for an associate is raised, the department head try to determine what type of skills and abilities he/she has and whether he/she has any technical know-how. In that case, training record is an effective document to determine the fact. That’s why every associate must fill up a training record form after the training in case of on-the-job training and submit a report on the training immediately after in case of off-the-job trainings.

Benefits of Training & Development: Optimum Utilization of Human Resources – Training and Development helps in optimizing the utilization of human resource that further helps the associates to achieve the their goals as well as their individual goals. Development of Human Resources – Training and Development helps to provide an opportunity and broad structure for the development of human resources technical and behavioral skills in Pan Pacific Sonargaon Dhaka. It also helps the associates in attaining personal growth. Development of skills of associates – Training and Development helps in increasing the job knowledge and skills of associates at each level. It helps to expand the horizons of human intellect and an overall personality of the associates. Productivity – Training and Development helps in increasing the productivity of the associates that helps the Pan Pacific Sonargaon Dhaka further to achieve its long term goal. Team spirit – Training and Development helps in inculcating the sense of team work, team spirit, and inter team collaborations.

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Pan Pacific Sonargaon Dhaka Culture – Training and Development helps to develop and improve the Pan Pacific Sonargaon Dhakas culture and effectiveness. It helps in creating the learning culture within the Pan Pacific Sonargaon Dhaka. Working environment of Pan Pacific Sonargaon Dhaka – Training and Development helps building the positive perception and feeling about the Pan Pacific Sonargaon Dhaka. The associates get these feelings from leaders, subordinates, and peers. Quality – Training and Development helps in improving upon the quality of work and work life. Healthy working environment – Training and Development helps in creating the healthy working environment. It helps to build good associates, relationship so that individual goals align with Pan Pacific Sonargaon Dhakas goal. Health and Safety – Training and Development helps in improving the health and safety of the Pan Pacific Sonargaon Dhaka thus preventing obsolescence. Morale – Training and Development helps in improving the morale of the work force. Image – Training and Development helps in creating a better image. Profitability – Training and Development leads to improved profitability and more positive attitudes towards profit orientation. Training and Development aids in organizational development i.e. Organization gets more effective decision making and problem solving. It helps in understanding and carrying out organizational policies. Training and Development helps in developing leadership skills, motivation, loyalty, better attitudes, and other aspects that successful workers and managers usually display.

Benefits for associates:     

The opportunity for promotion and self-improvement; Improved job satisfaction through better job performance A challenge: the chance to learn new things; Adaptability: greater ability to adapt to and cope with changes Increase job scope and allow for job rotation

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Role of Training:

Working Environment

Changes and Challenges

Training and Devepment

Service Exellence

Increase in performance and satisfaction level after training:

The Human Capital and Development department plays strategic role in the development of Pan Pacific Sonargaon Dhaka and focus on strategies that will align with the strategic business needs and priorities of the Pan Pacific Sonargaon Dhaka. Human Capital and Development department is managing a large number of associates which is a challenging task and requires efficient handling. Human Capital and Development department delivers day to day operational support to its associates so that associates are being satisfied and believe that Pan Pacific Sonargaon Dhaka do care to its associates. And later on they perform according to the business needs.

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From the above data, it has been found that associates of Pan Pacific Sonargaon Dhaka are very much satisfied about training and development process provided by Pan Pacific Sonargaon Dhaka. Human Capital and Development department always evaluate performance through observation, work output, strength and then reward associates according to their excellent performance. They select and reward associate on the basis of month and sometimes quarterly

Performance based. The following charts shows associates strength and trained up satisfied associates strength of the Pan Pacific Sonargaon Dhaka.

700 626 600

560 477

500 389

400 300

244

200 100 0 2010

2011

2012

2013

2014

Here, I have seen over 1500 associates of Pan Pacific Sonargaon Dhaka. From the very beginning Pan Pacific Sonargaon Dhaka investing a huge amount of money to train their associates so that they can be more skilled, increase their strength and perform up to the mark. Here, each year associates strengths are increasing and this is fact they are performing outstanding than before.

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Chapter-3 OBSERVATIONS AND PROPOSED COURSE OF ACTION FOR IMPROVEMENT

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3.1 Observations at Pan Pacific Sonargaon Dhaka: 1. After the establishment of the infrastructure of the Pan Pacific Sonargaon Dhaka there have not been any major renovation taken place. 2. The guests of different age of people seek the hotel services from the young people rather than the old people. But at the Pan Pacific Sonargaon Dhaka there is many old people whom gives their best services to the guest because according to the policy of the government and as per labour law Bangladesh 2006 normal retirement age is sixty. 3. There is a strong job security is ensured for the associates of the Pan Pacific Sonargaon Dhaka. But here this strong job security creates violation of the rules, regulation and standing procedures.

3.2 Actions to be taken for improvement: 1. The management of Pan Pacific Sonargaon Dhaka must emphasis on the renovation of the infrastructure of the hotel. They need to negotiate with the proper reason and reduce the constraints on the way of renovation.

2. The pre budget is effective system to control the purchase but if there is a provision for the immediate action of purchase in case of emergency the effective system will transformed to efficient level. 3. The number of associates of the learning and development section of Human Capital and Development department increment will give them proper efficiency. 4. If the performance appraisal of the non management has to be taken by the supervisor then the supervisor must be acquainted with the proper appraisal system. At that point special training must be given to the supervisor. 5. Pan Pacific Sonargaon Dhaka may arrange a set of work during their internship period so that the duties and responsibilities will be concise and evaluation will be easier.

3.3 Academic preparation:Nearly everything was covered under University's Academic Program of BBA in American International University-Bangladesh (AIUB) Majoring in Human Resource Management (HRM) 41

to have broad knowledge about real life picture, besides this BBA program covers the purpose of carrying out job in all sectors of business. Things which were matched by my academic preparation during my internship in Human Capital and Development department of Pan Pacific Sonargaon Dhaka I worked for.

3.3.1 Business Communication: This course helped to know the business letter writing and some other corporate communication techniques.

3.3.2 Training and Development: training and development course helped me a lot to understand the training process, training types & development process, how to keep record of the training, training needs assessment (TNA).

3.3.3 Introduction to Behavioral Science: this course is helpful in term of adopting the culture, believes, norms of the Pan Pacific Sonargaon Dhaka. 3.3.4 Corporate strategy: This course helps a student to understand to different corporate strategy is taken by company, banks or hotels. 3.3.5 Labour law Bangladesh: This course helped me a lot to understand the lalour law 2006 which is now being followed at Pan Pacific Sonargaon Dhaka. such as medatory fire training, fire drill,six month of maternity leave, annual leaves and other rules and reguations by the peoples repuclic of Bangladesh govenmnet. 3.3.6 HR Planning & Forecasting: This course helps a student to evaluate the human resources according to the demand which is already forecasted and recruit right number of people at the organization and human resource man power planning. 3.3.7 Selection & Staffing: This course helped me a lot to understand the recruitment process of new associates of the Pan Pacific Sonargaon Dhaka by Human Capital and Development department.

. 3.3.8 Managerial Accounting: This course helped me to understand different ledger entity, financial statement, income statement and final account of the Pan Pacific Sonargaon Dhaka. 42

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Chapter-4 LESSONS LEARNED FROM THE INTERNSHIP PROGRAM 4.1 Implications of organization/company:As part of the BBA program completion, American International University, Bangladesh send its students to different foreign and local organization for 8 weeks as an intern, so that they can earn knowledge about the organizational culture, nature of responsibilities, discipline and organizational environment. As I did my internship in Human Capital and Development department of Pan Pacific Sonargaon Dhaka last one and half month of my internship period, which helped me a lot to learn about the overall idea of foreign trade activities and increases my knowledge. I have learned the followings from my internship program – 4.1.1 Corporate Behavior:Corporate behavior and style is different than the regular day to day behaviors. When I talk to officers or to anybody in office I maintained the corporate behavior. 4.1.2 Taking Responsibilities:Pan Pacific Sonargaon Dhaka has provided knowledge that how to take responsibilities in hospitality management. Here I personally saw the associate people with their responsibilities every day. My confidence level has gone up than I expected by spending this short period of time at Pan Pacific Sonargaon Dhaka. 4.1.3 Gather Experience:43

I do feel that my experience in Pan Pacific Sonargaon Dhaka is something very much effective that boost up my confidence. Seniors at this place has always been very helpful to provide enough guidance to improve hospitality management. 4.1.4 Discipline: Discipline maintaining at Pan Pacific Sonargaon Dhaka is a key thing. Besides hard working capability this company highlights every individuals discipline level separately. So far I have maintained myself well here, for example – I always maintain my office timing, official attire of Pan Pacific Sonargaon Dhaka.

4.1.5 Initiative: Pan Pacific Sonargaon Dhaka always appreciate take initiative for work challenge and help those with all resources for achieving their goals. I have learned way of working from my seniors and now I have confident enough to take initiatives before others. 4.1.6 Hotel Generic: I have done my internship period for last two months. During this time the respective my official seniors gave me a lot of instruction regarding hotel generic. That can be address as how to talk to the guest with showing proper respect according to the hotels standard. How to take the action when the guest ask for something.

4.2 Implications to University’s internship program: If I require to say anything about internship program, it is really necessary for any graduating student because after the graduation he/she must join a company or will do business and before doing that he/she must need some sort of experience about internship program introducing to understand about organizational culture, corporate culture as well as the standard. By the taking internship students gather the practical knowledge organizational activities and operations. So AIUB promoted to do internship for the students and it’s a great opportunity to prove anyone as a good student of AIUB by preparing a good internship report to do intern in a good reputed organization. So AIUB should implicate some effective steps for the B.B.A students like Business trips on various organizations can be arranged for Business students, it is not really easy to take all the students at a very same time but trip for once in the whole BBA program is manageable.

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 Some duplicate copy of internship report can be distributed to the students from where they can take some idea, which will help them at time of internship period.  Arranging some effective workshop program would be the better option.  Seminar and internship clinic should be taken place by the efficient advisors so that the students will be able to take massive knowledge about it.

4.3 Others:The internship program that goes for three months has enabled me to prepare myself to work in the structural organization under the disposition of the management. Through the four years of academic lesson is theoretical knowledge which helps a student to understand the future needs. All through the 12th semester I have leant many thing from my university. At the time of my internship I tried to relate those lessons with my practical experience at Pan Pacific Sonargaon Dhaka.There I have gathered not only the function are done in the organization but also the discipline and punctuation in the work field in where I am going to enter in future.

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Chapter-5 CONCLUDING STATEMENTS

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5.1 Recommendation for Human Capital and Development department of Pan Pacific Sonargaon Dhaka:The closing notes on the above mentioned topic, its negotiations, study and assessment are as follows will recommendations1. Human Capital and Development department might recruit more associates and distribute their work among so that the present job responsibilities will be reduced to an individuals and recuiting qualified people will give them the efficient level of work. 2. Human Capital and Development department may use latest Human Resouce software to keep record of the master file of the associates.

3. Pan Pacific Sonargaon Dhaka may follow this system during the evaluation of training need based on appraisal system.

Analysis Training Needs

Trigger Actual Organizational Performance (AOP) < Expected Organizational Performance (EOP)

Key performance objective (KPO) Resources Environment

Operational Analysis Expected Performance (EP)

Person Analysis Actual Performance (AP)

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Identify Performance Discrepancy (PD) PD = EP – AP And Causes of PD

Non Training Needs

5.2Recommendation for AIUB: AIUB should add some courses which are interconnected with the actual training activities various organizations, hotels, banks, and companies so that Students will get the complete figure of this business sector.  Faculty members of AIUB should give a concise design on Hotels sectors.  AIUB should arrange some funds for opening Research Facility on Business, so that students can execute a variety of researches on business sectors of Bangladesh.  AIUB ought to arrange seminars on a regular basis about various departments of hotels sectors, which will help students in near future.

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Chapter-6 Suggestions for Improvement

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6.1 Recommendations for future strategic actions:On the process of collecting, gathering, synchronizing and preparing this affiliation report and passing three months in Pan Pacific Sonargaon Dhaka. I have found so many good things and some problem as well as of both Pan Pacific Sonargaon Dhaka and University. There are certain constraints regarding the studies and my recommendations are given below:  They have to change their existing strategy because it is very much traditional strategy.  They need to have sufficient regulatory and supervisory frameworks, which are lacking in their services.  The associates in Pan Pacific Sonargaon Dhaka are so much busy in their responsible fields, they could hardly provide little time to discuss with internee. They should be more attentive and give more time. The associates should be more attentive to the internees so that we can learn properly.  Pan Pacific Sonargaon Dhaka has software like HR ultimus developed by leads management software. While most of the five star hotels have strong management software like Kronos Workforce Ready, HRM DIRECT. If their HR department gets latest HR management software they will become more effective then we will be able to collect the information easily.  In the modern world hotels are now introducing various kinds of services, which attract different types of target customers. Pan Pacific Sonargaon Dhaka should diversify its services and add new features in its services so that it can attract customers from all groups of people. Pan Pacific Sonargaon Dhaka should be innovative in developing new services, which will attract customers and also reduces cost.  Emphasis will be placed on productivity improvement, global project management, EBusiness, modern technology based management systems and world class knowledge management. I think the management should recruit few more people at Human Capital and Development as I have seen from my practical experience that associates work for a long time for any service. Only six concerned official and one assistant director is doing their best to meet the requirements of the other departments associates as well as the guests.

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Reference:

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