i

An Internship Report On:

“Pragmatic Analysis on Culinary and Stewarding Practices of
Sheraton Dhaka”
Course Code: THM-460
Course Title: Internship on Practical field work
This Internship Report is submitted as a part of completing Bachelor of Business
Administration (BBA) degree in Tourism and Hospitality Management.

Supervised by

Bapon Chandra Kuri

Assistant Professor
Department of Tourism and Hospitality Management
Bangabandhu Sheikh Mujibur Rahman Science and Technology University,
Gopalgonj,8100

Submitted by
Hasib Biswas
ID: 18THM023
Session: 2018-2019
Department of Tourism and Hospitality Management
Bangabandhu Sheikh Mujibur Rahman Science and Technology University,
Gopalgonj,8100

Date of Submission:24-05-2024

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Internship Report
On

“Pragmatic Analysis on Culinary and Stewarding

Practices of Sheraton Dhaka”

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Acknowledgement

For a duration of three months, from 1st February 2024 to 30th April 2024, I am engaged in an
internship at Hotel Sheraton Dhaka, one of the finest five-star hotels in the country.

During this time, I am assigned to the food and beverage department, allowing me to gain hands-
on experience in the field of tourism and hospitality within Bangladesh. As a prospective graduate
specializing in 'Tourism and Hospitality Management' from one of the country's few public
universities offering this program, I am able to garner the respect and appreciation of the
department professionals. Interestingly, I discovered that many of the managers within the
organization had initially started their careers as newcomer, without any formal education in this
field. They had ventured to the Middle East or other foreign countries, beginning their journeys at
the lowest rungs of various hotels. Through learning from their mistakes and accumulating
valuable experiences, they eventually returned to their home country after around 10- 15 years
joining the industry once again. They often emphasized how a comprehensive tourism education
would have enabled them to effectively guide and train employees, and expedite their climb up the
corporate ladder. A proper degree in this field is crucial for effective planning, problem-solving,
business expansion, and the generation of original innovative concepts. It's worth noting that the
tourism industry remains relatively unexplored compared to others. However, possessing a degree
without practical industry exposure is akin to having a car without fuel. Thus, it was essential for
me to ensure that I received thorough training during my internship period, a requirement which
Sheraton Dhaka fulfilled admirably. This report aims to outline my experiences throughout the
internship period. It will include an overview of the company profile, an exploration of the
functions of the food and beverage service department within the hotel, an evaluation of
performance, a comparison between pre- and post-political instability periods, and an analysis of
guest satisfaction.

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Declaration
I am Hasib Biswas, Department of Tourism and Hospitality Management, Faculty of Business
Studies, Bangabandhu Sheikh Mujibur Rahman Science and Technology University, Gopalgonj-
8100, ID: 18THM023 hereby declare that the report entitled “Pragmatic Analysis on Culinary and
Stewarding Practices of Sheraton Dhaka - A study on the food and beverage department of Hotel
Sheraton Dhaka has been prepared by me under the valuable supervision of Bapan Chandra Kuri
,Assistant professor, Department of Tourism and Hospitality Management, Faculty of Business
Studies, Bangabandhu Sheikh Mujibur Rahman Science and Technology University, Gopalgonj-
8100, for the partial fulfilment of their requirements for my degree of Bachelor of Business
Administration major in Tourism and Hospitality Management. It has not been prepared to serve
any other purposes.

____________________

Hasib Biswas
ID: 18THM023
Session: 2018-2019
Department of Tourism and Hospitality Management
Bangabandhu Sheikh Mujibur Rahman Science and Technology University,8100

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Letter OF Transmittal

19th March, 2024

Bapan Chandra Kuri
Assistant Professor
Department of Tourism and Hospitality Management
Bangabandhu Sheikh Mujibur Rahman Science and Technology University, Gopalgonj-8100,.

Subject: Submission of the Internship Report.

Dear Sir

Here, I am submitting my internship report on “Pragmatic Analysis on Culinary and Stewarding

Practices of Sheraton Dhaka, as a part of my THM program curriculum. It’s a great pleasure for
me to work under your supervision. It’s a great opportunity for me to work in the Hotel Sheraton,
Dhaka ‘as a trainee under Culinary Department for three months under the supervision of Md.
Jahangir Hossain (Supervisor). I tried my best to follow your guidelines in every aspect. I am
thanking you cordially for your guidance during the preparation of this report. I will be highly
obliged and grateful if you are kind enough to receive this report and provide your valuable
judgment. It would be my greatest pleasure if you find this report useful informative to have a
discernible perspective on this issue.

Hasib Biswas
ID: 18THM023
Session: 2018-2019
Department of Tourism and Hospitality Management
Bangabandhu Sheikh Mujibur Rahman Science and Technology University, Gopalgonj 8100

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Acceptance Letter

This is to certify that Hasib Biswas is a student of the Department of Tourism and Hospitality
Management, Bangabandhu Sheikh Mujibur Rahman Science and Technology University,8100.
His academic session 2018-2019 and Student Id number is 18THM023 and. He has successfully
completed her internship program on "Culinary Department" On the basis of the internship
program. Hasib Biswas has prepared the report which seems original to me.
I wish his every success in life.

-------------------------------------

Bapan Chandra Kuri,

Assistant professor
Department of Tourism and Hospitality Management
Bangabandhu Sheikh Mujibur Rahman Science and Technology University, Gopalgonj-8100,.

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Executive Summary

In the highly competitive and ever-changing hospitality industry, the capacity to deliver
outstanding guest experiences is crucial for the sustained success and sustainability of hotels. The
correlation between guest satisfaction Within the dynamic and highly competitive hotel industry,
the capacity to deliver and maintain customer pleasure has emerged as a key subject of debate. The
examination of the factors that lead to visitor satisfaction has garnered substantial attention from
both scholars and professionals over an extended duration. This internship report investigates the
correlation between visitor satisfaction within the Food & Beverage department of Hotel Sheraton
Dhaka. The research reveals a noteworthy correlation between sustainability and the level of
satisfaction experienced by guests. Satisfied employees are more inclined to deliver exceptional
service, exhibit favorable attitudes, and engage in behaviors that improve guest experiences. The
determinants that impact employee happiness encompass various elements such as remuneration,
acknowledgment, avenues for individual growth, and a conducive professional atmosphere. This
study underscores the need of ensuring the sustainability of food quality in order to cultivate a
=positive service climate and impact visitor views and the overall performance of hotels. In order
to enhance visitor satisfaction, it is imperative for management to give priority to creating a
conducive work environment, implementing initiatives for staff training and development, and
offering remuneration packages and possibilities for career progression. The significance of guest
satisfaction within the Food & Beverage section of Sheraton Dhaka is emphasized in the report.
The hotel has the opportunity to enhance the quality of service, improve experiences, and achieve
sustained success in the highly competitive hospitality business by applying a variety of tactics
that prioritize guest pleasure.

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Table Of Content

Chapter Heading Page

Chapter 01 INTRODUCTION 0

1.1 Introduction 1

1.2 Significant of the Study 2-3

1.3 Objectives of the Study 4

1.4 Limitation of the Study 5

1.5 Tourism and Hospitality in Bangladesh 6

Chapter 02 LITERATURE REVIEW 7

2.1 Literature Review 8-10

Chapter 03 Research Methodology 11

3.1 Research Methodology 12-13

Chapter 04 Organization Profile 14

4.1 Organization Profile 15-16

4.2 Brand Positioning 17

4.3 The Sheraton Dhaka 18

4.4 Organization Superior of Sheraton Dhaka 19

4.5 Sheraton Culture and Value 20

4.6 Slogan 20

4.7 Mission 20

4.8 Logo 20

4.9 Location 20

4.1.1 Objectives of Dhaka 21

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4.1.2 Greeting Method of Sheraton Dhaka 21

4.1.3 Accommodation Types of Sheraton Dhaka 22

4.1.4 Hotel Facilities 23-24

4.1.5 Sheraton Dhaka Polices 25-28

4.1.6 Department and Activities of Sheraton Dhaka 29-30

4.1.7 Organizational Venue and Location of Sheraton Dhaka 31

4.1.8 Hotel Room Categories 32

4.1.9 Hotel Information 32

4.2.1 Podium King 33

4.2.2 Podium Twin 34

4.2.3 Tower King 35

4.2.4 Tower Premier King 36

4.2.5 Sheraton Premier Club 37

4.2.6 Task and Duties 38-39

4.2.7 Training of Sheraton Dhaka 40

4.2.8 Career Opportunity in Sheraton Dhaka 41-42

4.2.9 Building a Career in Culinary Arts 43-44

Chapter 05 Findings and Analysis 45

5.1 Function of Food and Beverage Production 46-47

5.2 Kitchen Organogram in Sheraton Dhaka 48

5.3 Kitchen in Sheraton Dhaka 49

5.4 Japanese Kitchen 50-51

5.5 Asian Kitchen 52-53

5.6 Indian Kitchen 54-55

5.7 Chicken Tandoori Kabab recipe 56

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5.8 Mutton Curry Recipe 57

5.9 Alo Motor Poneer Masala 58

5.1.1 Continental Kitchen 59-60

5.1.2 Cold Kitchen 61-62

5.1.3 Pastry Kitchen 63-64

5.1.4 Kitchen Equipment 65

5.1.5 Preparation Tools & Essentials 66-68

5.1.6 Cookware & Bakeware 69-70

5.1.7 Cooking Tools & Kitchen Utensils 71-72

5.1.8 Introduction to Knife 73-75

5.1.9 Common Types of Knife 76-82

5.2.1 Types of Cutting 83

5.2.2 Herbs Using in the Kitchen 84-86

5.2.3 Spices Using in the Kitchen 87-88

5.2.4 Colour Coded Chopping Board 89

5.2.5 Cooking Temperature for Safety 90-92

5.2.6 Stewarding 93

5.2.7 Cleaning chemical 94

5.2.8 8 Important Hygiene Rules for the Kitchen 95

5.2.9 8 Steps for Deep Cleaning Kitchen and Appliance 95

5.3.1 Some Machineries in Hotel Industry 96

5.3.2 Short Analysis off Sheraton Dhaka 97-100

5.3.3 Survey & Analysis 101-104

5.3.4 Findings 105

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Chapter 06 Recommendation and Conclusion 106

6.1 Recommendation 107

6.2 Conclusion 108

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Chapter-01

Introduction

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1.1 Introduction

A hotel, as per the 1931 British Act, is a place where a traveler, financially able and in suitable
condition, can secure food and accommodation. Broadly, a hotel is defined as a hospitality service
primarily aimed at providing lodging and meals for those who are financially, intellectually, and
physically capable. Other establishments like lodges, guest houses, and restaurants fall within the
hospitality industry, but the term "hotel" is used when these services are combined to meet guests'
complete expectations. The food and beverage department plays a crucial role in ensuring guest
satisfaction by providing a pleasant taste and service, as well as fostering positive interactions with
the personnel. The F & B department plays a crucial role in shaping the hotel's image by ensuring
the provision of high-quality cuisine and maintaining the previously established standards of food
quality. Sheraton ensures sustainability by consistently delivering the same level of service across
all of its global hotels. They offer aid to the guests, satisfy their requirements, and cater to their
desires and requests. The F and B department plays a crucial role in establishing a strong
connection between visitors and the hotel sector. This study examines the particular setting of
Hotel Sheraton Dhaka, with the objective of delivering high-quality cuisine and service while
upholding sustainable principles. In the context of the hotel sector, it is imperative for staff to
prioritize intangible aspects, such as providing individualized treatment and demonstrating
undivided attention to customers. By actively seeking feedback from guests regarding their
experiences during their stay, employees can enhance the overall level of service provided. The
compilation of the database provides vital insights for establishing enduring interactions with
guests.

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1.2 Significance of the Study

The purpose of this study is to provide a detailed account of Sheraton Dhaka's operations and the
techniques they utilize to compete with their competitors. As this is my inaugural industrial
practicum, I endeavored to juxtapose the knowledge acquired in the classroom with the
observations made throughout my practical experience. Subsequently, an assessment of visitor
satisfaction was conducted, with the aim of ascertaining the profitability of the organization's
operational strategies. The completion of this study will facilitate the organization in reassessing
its strengths, vulnerabilities, opportunities, and threats, hence aiding in its future strategic planning.
The present study possesses the capacity to yield both scholarly and pragmatic ramifications for
the hospitality sector.

Academic Significance:

Contribution to Knowledge: This study enhances the current knowledge by examining the
particular circumstances of the F&B department in Hotel Sheraton Dhaka. As a result, it offers a
more profound comprehension of the correlation between hotel sustainability and guest
satisfaction in this specific environment. Identification of a Potential Research Gap: This study
aims to fill a gap in the existing literature by specifically examining the F&B department. Previous
studies have mainly focused on the hotel as a whole or on different departments.

The study employs a qualitative methodology that integrates surveys and interviews, so enhancing
the methodological range of research in the field of hotel management.

Practical Significance: The findings of this study have practical implications for hotel managers
and human resource experts, as they may utilize the results to develop successful ways for
enhancing visitor engagement within the food and beverage department. Gaining insight into the
correlation between hotel and guest pleasure can facilitate the execution of strategies aimed at
enhancing hotel welfare and upholding sustainability.

The enhancement of service quality in the F&B department can be facilitated by identifying the
aspects that lead to guest satisfaction through employee satisfaction. This information can be

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utilized for the purpose of training and developing programs aimed at fostering positive
relationships between employees and guests, hence augmenting the overall visitor experience.

The research findings have the potential to provide Hotel Sheraton Dhaka with a competitive
advantage within the hospitality industry. The hotel may distinguish itself by continually providing
excellent visitor experiences by acknowledging and leveraging the correlation between hotel and
guest pleasure.

Organizational Impact: The outcomes of this study have the potential to enhance guest retention
and loyalty within the food and beverage division. By adhering to sustainable practices, the hotel
may effectively mitigate attrition costs and cultivate a resilient and knowledgeable workforce.

Positive visitor satisfaction can lead to heightened client loyalty and increased repeat business for
Hotel Sheraton Dhaka. Satisfied guests are more inclined to revisit the hotel and endorse it to
others, so bolstering the hotel's enduring financial prosperity. This study possesses the capacity to
enhance scholarly understanding, offer pragmatic recommendations to professionals in the
hospitality industry, and exert a favorable impact on the operational efficacy of Hotel Sheraton
Dhaka in relation to guest contentment and overall business prosperity.

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1.3 Objective of the Study

Broad Objective: The primary aim of this study is to enumerate the functions implemented by the
F&B department of the Sheraton Dhaka, taking into account the extent of their operations, and to
assess the present state of affairs in relation to the desired condition. It is imperative to investigate
the correlation between customer happiness and the sustainability of hotels in this study. The study
is guided by the following specific objectives:

In order to assess the level of sustainability within the food and beverage section of Sheraton
Dhaka.

• To evaluate the level of client contentment with the service provided by the F&B department.

Our objective is to investigate the relationship between customer happiness and sustainability
within the food and beverage (F&B) department.

• To identify the key factors that impact the sustainability of the F&B department.

The objective of this study is to examine the correlation between guest happiness and the overall
performance of hotels. In order to offer recommendations for the promotion of food and beverage
(F&B) services and the improvement of visitor experiences within the F&B division.

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1.4 Limitation of the Study

• This report contains confidential material that cannot be revealed.

The management and organization of the substantial volume of data necessitated a considerable
duration. A three-month timeframe is inadequate to fully understand the entirety of the facility's
food and beverage operations.

One additional obstacle to the production of this report was the supervisor's limited availability of
time. The officers exhibited a high level of cooperation; nonetheless, they encountered difficulties
in allocating time and providing advice for practical tasks due to their extensive range of
responsibilities. Furthermore, they were required to strictly stick to a highly restricted timetable.

• The website of the F&B Department lacks sufficient information.

I possess no prior experience in the composition of reports and have not engaged in any internships.
Hence, a primary limitation of this study pertains to the authors' limited expertise.

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1.5 Tourism and Hospitality in Bangladesh

Bangladesh stands out as a stunning country, acknowledged for its rapid development in South
Asia. Over the last two decades, the nation has undergone steady growth, fostering a rise in both
internal travel and international visitor arrivals. This surge has led to heightened demand for
accommodations in key regions. Despite the constraint of available rooms, hotels in Bangladesh
have become top performers in the organized market of South Asia. The country's appeal for hotel
investment is amplified by the increasing contribution of income from food and beverage, coupled
with the favorable profitability resulting from cost-effective operational expenses.

In 2018, the travel and tourism sector in Bangladesh contributed 4.4 percent to the total GDP,
showcasing its potential as a significant economic driver. Although Bangladesh's expenditure on
international tourism is relatively low at US$1,208 million among South Asian countries, domestic
tourism is gaining prominence, promising long-term revenue. Each year, millions of tourists visit
Bangladesh to marvel at its attractions, contributing to the country's growth, employment, and
promising future.

Bangladesh boasts several renowned 4- and 5-star hotels, including "Le Meridian Dhaka,"
"Radisson Blu Water Garden Hotel Dhaka," "The Westin Dhaka," "The Pan Pacific Sonargaon,"
and "Intercontinental Hotel." Additionally, the hotel sector in Bangladesh is poised for further
enhancement, with the construction or proposed development of several 5-star hotels under well-
known names like Hyatt, Hilton, Sheraton Hotel, Marriott, Radisson Blu, among others, totaling
over 1,700 rooms. The government is actively supporting tourism growth in areas such as Cox's
Bazar and Kuakata through systematic initiatives, including the creation of an Exclusive Tourism
Zone (ETZ) in Teknaf for the comfort of foreign tourists. Improved road communications and
revamped flight routes further contribute to enhancing visitor experiences.

In the context of global market trends, travel firms worldwide are undergoing rapid transformation
due to increased competition, economic challenges, and technological advancements. The tourism
sector, being at the forefront of adopting ICT and electronic commerce, presents both opportunities
and challenges for existing hoteliers in Bangladesh. Despite these complexities, efforts are being
made to align with the evolving landscape.

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Chapter-02

Literature Review

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2.1 Literature Review

The significance of service quality has become evident in the endeavor to achieve a sustained
competitive advantage. The importance of client satisfaction and retention has been well
acknowledged in the hospitality business (Ali et al., 2021). Anwar and Balcioglu (2016) suggest
that the establishment of a robust rapport between a hotel and its guests, together with heightened
customer loyalty, is a pair of advantageous outcomes stemming from customer satisfaction.
According to Ali et al. (2021), the hotel business is seeing rapid growth, with service quality and
customer satisfaction being identified as key determinants. Customer satisfaction (CS) is a
psychological concept that pertains to the emotional state of contentment and pleasure experienced
when individuals receive the desired outcomes and expectations associated with a captivating
product or service. In order to illustrate the autonomy of the two separate components, the authors
claimed that restaurant customers can react autonomously to characteristics that are unlike from
each other: "The service was exceptional, but the food was subpar" or vice versa. The citation is
from Alzoubi et al. (2021). Hospitality customers are becoming more aware of the environmental
effects of tourism activities (Verma and Chandra, 2017). Previous research has shown that
environmental sustainability initiatives have a positive influence on customers' attitudes and
behaviors, such as their choice of hotels (Boley and Uysal, 2013), satisfaction with their experience
(Melissen, 2013; Cucculelli and Goffi, 2016), and their willingness to pay a higher price (Xu and
Gursoy, 2015). Therefore, it can be inferred from scientific research conducted by Gössling et al.
(2011) that ES projects have the potential to enhance business competitiveness and ensure long-
term sustainability. The quality of food plays a crucial role in determining the overall quality of
the tourist experience. The freshness and healthiness of food are crucial factors in determining its
quality (Namkung and Jang, 2007). Local food, known for its freshness and healthiness, caters to
the increasing demand from customers who prioritize healthy lives and nutritious eating (Kim et
al., 2013). Cucculelli and Goffi (2016) demonstrate that the competitiveness of small Italian
destinations is positively influenced by aspects that are directly associated with sustainability. The
implementation of a sustainable tourism policy, along with the preservation of natural resources
and the promotion of local empowerment in the tourism industry, greatly influence the
competitiveness of a destination in terms of tourist satisfaction. Furthermore, the research presents
empirical support for the notion that sustainability-related characteristics exert a more substantial

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influence on competitiveness compared to measures that are not directly associated with
sustainability. Customers' willingness to pay is further enhanced by practices that are associated
with service quality and their personal domain (Iraldo et al., 2017). This is because customers are
more likely to value sustainability practices that are closely tied to their personal dimension
(Edwards-Jones et al., 2008). According to previous research conducted by Line and Hanks (2016)
and Miao and Wei (2013), it has been observed that hospitality clients tend to have a negative
attitude towards environmentally sustainable behaviors when their personal comfort and luxury
are sacrificed. Ensuring the competitiveness and long-term survival of hospitality companies
necessitates the presence of quality as a crucial asset, which should not be sacrificed in the goal of
sustainability (Manaktola and Jauhari, 2007). Numerous scholarly investigations have underscored
the significant influence of demographic attributes in comprehending the attitudes, behaviors, and
objectives of customers. Factors such as gender, age, and level of education can exert a substantial
influence on individuals' intentions to engage in sustainable behaviors. According to Mohai
(1992), there is evidence to suggest that female consumers tend to have a higher level of awareness
regarding the importance of environmental conservation. A study conducted in the hotel industry
revealed that women exhibit a greater inclination to choose, endorse, and financially support
environmentally-friendly hotels (Han et al., 2011; Han et al., 2009).An analysis of a group of
Italian participants indicates that adults tend to be more inclined to spend additional money on
environmentally-friendly lodging compared to younger tourists. However, the results on hotel
selection are inconclusive (Fermani et al., 2016). According to Keaveney and Parthasarathy
(2001), individuals with higher levels of education exhibit a greater inclination towards
environmental consciousness and are more likely to engage in the purchasing of sustainable items.
However, the study conducted by Han et al. (2011) revealed that there is no direct correlation
between the education level of hotel consumers and their inclination to visit a green hotel, as well
as their intents to suggest it and pay a higher price for it. In conclusion, the provision of locally
sourced food offers benefits to both hosts and guests. This is due to its beneficial influence on the
triple bottom line framework, as it enables a more effective response to customer demands for
health and authenticity, while also potentially enhancing the overall quality of service. Customers'
behavioral intentions towards ES practices are anticipated to differ based on the influence of each
practice on quality and personal comfort, in addition to demographic characteristics.
Consequently, it is anticipated that customers will exhibit more favorable attitudes towards the

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particular practice of offering locally sourced food, as it presents a healthier alternative to

manufactured food and is regarded as a significant element of service excellence. The primary
objective of this study is to investigate the effects of various environmental sustainability
strategies, such as the utilization of local food, which are frequently adopted within the hospitality
sector. The study seeks to substantiate the following hypotheses: Hypothesis 1 posits that within
the hospitality business, various environmental sustainability (ES) methods have distinct
influences on the hotel selection process, customers' anticipated satisfaction, and customers'
inclination to pay a premium price. Hypothesis 2 posits that the provision of locally sourced cuisine
exerts a favorable impact on the process of hotel selection, the anticipated contentment of
customers, and their inclination to pay a premium price. Approach This study will employ a
qualitative research methodology due to its extensive utilization.

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Chapter 03

Research Methodology

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3.1 Research Methodology

The study was done in Hotel Sheraton Dhaka, situated at 44, Kemal Ataturk Avenue, Banani
Dhaka. The primary aim of this study is to enhance guest satisfaction and ensure the provision of
high-quality service within the food and beverage department of Hotel Sheraton Dhaka. The
research will be conducted from February 1st, 2024 until April 30th, 2024.

• The study employed both quantitative and qualitative data as its primary sources of
information.
• The utilized sources of quantitative data encompass original data and secondary data.
•

Primary data collecting involves the development of a standardized questionnaire. The study
focuses on the individuals who have stayed at Hotel Sheraton Dhaka. The survey was conducted
using a simple sampling approach, with a sample size of 40. The questionnaire was exclusively
administered to those who had previously lodged at the aforementioned hotel. In order to
accomplish the study's aims and obtain the desired outcomes, a questionnaire has been developed.
The survey comprises inquiries pertaining to customer contentment with food service operations.
Secondary data was obtained through the examination of previously reported guest reviews.

The research also employs in-depth interviews as a means of gathering qualitative data from both
hotel customers and staff members.

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❖ Sources of data
1. Primary
2. Secondary

Primary Secondary

• Face to face communication • Books

• Employes opinion collected • Web site

through asking question and • Previous team paper
listening to their experience
• Employees

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Chapter-04

Organizational Profile

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4.1 Organizational Profile

Marriott International is well recognized as one of the largest hotel chains globally. The operation
is carried out by Marriott Bonvoy. Marriott Vonvoy encompasses a total of 31 brands, which are
distributed throughout 140 countries globally. Marriott Bonvoy has a membership structure
consisting of six distinct tiers, namely Basic, Silver Elite, Gold Elite, Platinum Elite, Titanium
Elite, and Ambassador Elite.

The availability of late checkouts, hotel upgrades, and lounge access is contingent upon the
individual's Marriott points level.

In the highly competitive and ever-changing hospitality industry, the capacity to deliver
outstanding guest experiences is crucial for the sustained success and sustainability of hotels. The
correlation between guest satisfaction Within the dynamic and highly competitive hotel industry,
the capacity to deliver and maintain customer pleasure has emerged as a key subject of debate. The
examination of the factors that lead to visitor satisfaction has garnered substantial attention from
both scholars and professionals over an extended duration. This internship report investigates the
correlation between visitor satisfaction within the Food & Beverage department of Hotel Sheraton
Dhaka. The research reveals a noteworthy correlation between sustainability and the level of
satisfaction experienced by guests. Satisfied employees are more inclined to deliver exceptional
service, exhibit favorable attitudes, and engage in behaviors that improve guest experiences. The
determinants that impact employee happiness encompass various elements such as remuneration,
acknowledgment, avenues for individual growth, and a conducive professional atmosphere. This
study underscores the need of ensuring the sustainability of food quality in order to cultivate a
positive service climate and impact visitor views and the overall performance of hotels. In order
to enhance visitor satisfaction, it is imperative for management to give priority to creating a
conducive work environment, implementing initiatives for staff training and development, and
offering remuneration packages and possibilities for career progression. The significance of guest
satisfaction within the Food & Beverage section of Sheraton Dhaka is emphasized in the report.
The hotel has the opportunity to enhance the quality of service, improve experiences, and achieve
sustained success in the highly competitive hospitality business by applying a variety of tactics
that prioritize guest pleasure.

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Our fundamental principles define our identity. As we undergo transformation and development,
our core values remain unchanged, prioritizing the well-being of individuals. This is exemplified
by the adage "Take care of associates and they will take care of the customers." Additionally, we
strive for excellence, embrace change, demonstrate honesty, and contribute to the betterment of
our society. Membership in Marriott International entails affiliation with a distinguished historical
legacy and a flourishing organizational culture.

The founder's attitude has been instrumental in establishing Marriott International as an

exceptional workplace for over 95 years. In 2016, Sheraton joined the Starwood hotels and resorts
group.

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4.2 Brand Positioning: "Where the World Comes Together".

The vision statement of Sheraton Dhaka aims to establish itself as a prominent global symbol in
the hospitality industry, a hotel brand with a rich history of over eighty years of aspirations. The
development of a positioning and identification strategy is of utmost importance in order to
effectively distinguish ourselves from both our sister brands and competitors within the
marketplace.

With a focus on meaningful acts of service, purposeful design, and innovation, Sheraton strives to
surpass conventional expectations.

Sheraton Dhaka's mission statement: Our goal is to attain exceptional service by cultivating
employees who possess enjoyable and optimistic motivations, as well as via effective training and
communication.

"We will consistently surpass our guests' expectations at every interaction."

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4.3 The Sheraton Dhaka

The Sheraton Dhaka presents a total of 248 bedrooms and suites that have been thoughtfully
constructed. The guestrooms are tastefully furnished and feature the distinctive Sheraton
components, as well as the Sheraton sleep experience. The Sheraton Club aims to create an
atmosphere of exclusivity, offering guests the opportunity to relax in a comfortable environment.
Additionally, guests can enjoy the exclusive benefits of lounge check-in, daily breakfast, and
access to canapés throughout the day. The hotel's Presidential Suite, designed to cater to the most
esteemed dignitaries, positions it as the most prestigious lodging option in the city.
Classification of Room: Ball room and PDR: The grand ballroom is situated on the eleventh floor
and has a capacity of accommodating a total of 600 guests. It spans an area of 741,273 square
meters. The ballroom is adorned with contemporary elements.

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4.4 Organizational Superior of Sheraton Dhaka

POSITION NAME

Managing Director (MD) Mohd. Noor Ali

Chairman Shelina Ali

Chief Executive Officer (CEO) Md. Shakawath Hossain

General Manager Stephen Masse

Director Human Resource Md. Saidur Rahman

Chef Coordinator Remoun Imad Obaid

Senior F&B Officer Xavier Bikash Gomes

Assistant Director of IT MR. Haameem AL-Shariar Ali

Loss Prevention Manager Major(Retd) Md. Saad Ibne Haider

Assistant Finance Controller Nusrat Farjana

Front Office Manager Md. Moniruzzaman

Cluster Director of Sales & Marketing Mamanur Rahman Sumon

Director of Engineering Md. Masudul Haque

Manager of Housekeeping Md. Mozzaffor Khan

Kitchen coordinator Jahangir Hossain

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4.5 Sheraton Culture and Core Value

Culture of Sheraton Dhaka Core Value of Sheraton Dhaka

✓ Put people first ✓ Welcoming

✓ Pursuing Excellence ✓ Assure
✓ Surve our World ✓ Community
✓ Act with integrity
✓ Embrace change

4.6 Slogan:

“Where the World Comes Together”.

4.7 Mission:

“To enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure
experiences.”

4.8 Logo 4.9 Location

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4.1.1 Objective of Sheraton Dhaka

✓ Deliver the best service and make customer loyal

✓ Maintaining consistency quality service
✓ Generate revenue by ensure 100% guest satisfaction
✓ Surve the world

4.1.2 Greeting Method of Sheraton Dhaka

12:00 am to 12:00 pm = Good Morning

12:00 pm to 04:00 pm = Good Afternoon

04:00 pm to 12:00am = Good Evening

Smile: when guest distance is 15 feet

Greeting: when guest distance is 5 feet

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4.1.3 Accommodation Types of Sheraton Dhaka

Accommodation types Restaurant Meeting and Amenities

event room

Photo Coming Soon. Residence Yumi Churian Sheraton club

Suite.
Garden kitchen Kamarkhola Fitness center
Executive lounge access.
Tostina Laximpur Pool
Executive lounge access.
St, martin Shine spa
Podium King.
Nikha Business center
Podium Twin.
Ballroom ½ Coffee shop
Tower King.
Nawab
Tower Premier King.
Arial
Sheraton Club King.

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4.1.4 Hotel Facilities

The main objective is to provide luxurious service to the guests and making them loyal that’s
creating a repeat business for their hotel. The following facilities, they provide to their customers.

✓ Airport pick and Drop

✓ Complementary buffet breakfast
✓ Multi cuisine restaurant
✓ BBQ restaurant (open air)
✓ Spacious and shiny lobby area
✓ Spa and Tai massage
✓ Fitness center
✓ Swimming pool
✓ Pool board
✓ Billiard board
✓ Centrally air conditioned
✓ Conference and meeting room
✓ Bar
✓ Travel desk
✓ Wi-Fi internet access
✓ Safe deposit box
✓ Spa
✓ coffee and pastry shop
✓ Laundry service
✓ Japanese food service
✓ Souvenir shop
✓ Electric massage chair
✓ 32” TV with dish connection
✓ Event service
✓ Welcome drinks
✓ Business center

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✓ Air-conditioned with individual climate control

✓ LCD TV
✓ Telephone
✓ Mini bar
✓ Bathroom hot and cold water
✓ Bathroom intercom
✓ Daily news paper

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4.1.5 Sheraton Dhaka Policies

As Sheraton Dhaka are following some policies to give its customers better service. These
policies are listed below.

Currency Rate Policy:

For non-US hotels, rates confirmed in USD may be converted to local currency by the hotel
at the guest’s time of stay, based on the exchange rate used by the hotel and are subject to
exchange rate fluctuations. Credit card charges are subject to additional currency conversions by
banks or credit card companies, which are not within the hotel's control and may impact the
amount to the credit card.

Check-in and Check-out Policy:

Check-in: 2:00 PM Check-out: 12:00 PM

Weekends last longer at Westin, with late checkout on Sunday. Availability may vary.

Accessibility Policy:

It offers one accessible Deluxe Room for guests with disabilities.

Alcohol Policy:

Service and consumption of alcoholic beverages is only permitted to persons aged 18 years
and over (with valid identification) and is prohibited on Fridays and all Islamic holidays.

Age Requirement Policy:

Guests must be 18 years or older with photo identification to reserve a room. An adult
must accompany individuals under 18 years of age.

Check Policy:

Checks are not accepted for payment. In addition, the hotel does not offer check-
cashing services.

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Connecting Room Policy:

Connecting rooms are available upon request and are subject to availability at check-
in.

Credit Card Policy:

The hotel does not allow cash advances on credit cards.

Currency Policy:

The hotel accepts local currency, US Dollars, British Pounds, and

Euros.

Early Departure Policy:

An early departure charge of one room night may apply to guests departing before
their scheduled departure date. Subject is need to rate plan terms and conditions.

Early Arrival Policy:

Early arrivals are subject to availability. To guarantee an early arrival, guests should reserve
the night before arrival.

Extra Bedding Policy:

A maximum of one rollaway bed is allowed per room. The nightly fee is charged per bed.

Family Plan Policy:

Children who are six or younger sleep for free in the existing bedding of a room shared with
a paying adult.

Gift Certificate Policy:

To purchase or redeem a gift certificate, please get in touch with the hotel
directly.

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ID Requirement:
For security purposes, valid photo identification is required. International guests must present
a valid passport and visa at check-in. valid forms of acceptable identification for local
guests include passports, national IDs, or driver’s licenses.

Late Checkout Policy:

Guests checking out between 12 pm and 6 pm will incur a charge equal to 50% of the
nightly room rate. After 6 pm, guests will incur a full night's charge. Late checkout is
subject to availability.

Package Handling Policy:

All hotel guests are responsible for package handling fees (inbound or outbound). Please get
in touch with the concierge should you require assistance.

Pet Policy:

Pets are not allowed.

Credit/Debit Card Policy:

Debit and credit cards will be pre-authorized at room night amount of the guest’s stay plus
an additional sum to cover incidentals. This required authorization will hold the funds until
checkout when the amount incurred during the stay will be charged. Authorized amounts
may take up to 30 days after departure to be released by your bank or financial institution.
The hotel will not be responsible for any resulting fees or charges.

Third-Party Payment Policy:

Third-party payments are accepted. Guest should note that a credit card authorization form,
along with a clear copy of the front and back side of the credit card, must be completed and
sent to the hotel by fax before arrival. Please get in touch with the hotel before arrival for
additional information.

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Pool Policy:

The pool is for the exclusive use of hotel guests and fitness studio
members.

Smoking Policy:
Smoking is permitted in designated guest rooms and various public areas only. Fees may
apply for any guest who smokes in a designated non-smoking area.

Waitlist Policy:

The hotel does offer a waitlist.

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4.1.6 Department and activities of Sheraton Dhaka

Department Head of the department Activities

Front office Md. Moniruzzaman ▪ Collected and then recorded in their

department overall bill.
▪ Keep record of all guests residing
in the hotel.
▪ Greeting and welcoming
▪ Key providing
▪ Handle guest problem
▪ Phone call service 24/7
Service department Xavier Bikash Gomes ▪ Order taken
▪ Assure service
▪ Problem solving
▪ Bill assure
▪ Listening guest need

Culinary department Remoun Imad Obaid ▪ Planning and organizing the menu,
costs, supply, as well as staffing
▪ Developing policies and
procedures for the department’s
operations and implementing them
▪ Collaborating with other hotel
departments in ensuring seamless
visits and dining experiences
▪ Keeping track of the industry’s
latest trends and working closely
with related sub-departments to
innovate menu and service
offerings.

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Housekeeping Md. Mozzaffor Khan ▪ Prepare and decorate guest rooms

department and public areas.
▪ Cleaning and maintenance the guest
room. Follow up with the guest
request.
▪ Laundry service. Communicating
with other departments.

Human resource Saidur Rahman ▪ Recruiting

department ▪ Hiring
▪ Arrange training program
▪ Deal with associate problem

Engineering Md. Masudul Haque ▪ Maintenance and repairs

department ▪ Emergency Response
▪ Equipment Monitoring
▪ Safety Compliance

Loss Prevention Major(Retd) Md. Saad ▪ Handling, detecting and disposal of

Manager Ibne Haider bombs and encounter bomb threat.
▪ Ammunition and explosive Expert.
▪ Fire Fighting and Security Expert.

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4.1.7 Organizational Venue and Location of Sheraton Dhaka

Venue Floor Capacity

Front office P1 65

Cold kitchen (back office) P2 20

Housekeeping P2 30

Medical P2 10

Locker room P2 150

HR P2 15

Food and beverage production office P2 30

2nd parking zone P2 60 cars

Associate kitchen and cafeteria L 100

Back office operation L 35

On the rock (bar) L 50

Meeting room(18) L 250

Spa M 35

Tostina 11 36

Banquet kitchen 12 40

Event room 12 400-700

Garden kitchen 14 242

Hotel room 15-25 248 rooms

Fitness center 26 80

Japanese kitchen 27 35

Swimming pool 27 25

Helipad 27 1

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4.1.8 Hotel Room Categories:

Room category Net rate

Podium King ------

Podium Twin ------

Tower king ------

Tower premier King ------

Sheraton Club King ------

Sheraton Premier Club ------

Executive lounge access -----

Residence suite, ambassador, ------

chairman

4.1.9 Hotel information

Check-in: 2:00 pm

Check-out: 12:00 pm

Smoke free property

Pets are not allowed

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4.2.1 Podium King

Sheraton podium king room is top most popular in their hotel.

Some features are given blew:

Beds and Bedding

Maximum occupancy: 2

1 King

Rollaway beds permitted: 1

Cribs permitted: 1

Maximum cribs/rollaway beds permitted: 1

Furniture and Furnishings

Desk, writing/work

Iron and ironing board

Internet and Phones

Phone features: voicemail

Wireless internet, complimentary

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4.2.2 Podium Twin

Beds and Bedding

Maximum occupancy: 2

Rollaway beds permitted: 1

Cribs permitted: 1

Maximum cribs/rollaway beds permitted: 1

Furniture and Furnishings

Alarm clock Desk,

Writing/work

Iron and ironing board

Internet and Phones

Phones

Phone features: voicemail

Wireless internet, complimentary

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4.2.3 Tower King

Beds and Bedding

Maximum occupancy: 2

1 King

Rollaway beds permitted: 1

Cribs permitted: 1

Maximum cribs/rollaway beds permitted: 1

Furniture and Furnishings

Alarm clock Desk,

Writing/work

Iron and ironing board

Accessible Room Features

This room type does not offer mobility accessible rooms

This room type does not offer accessible rooms with roll-in showers

This room type does not offer hearing accessible rooms

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4.2.4 Tower Premier King

Entertainment

Cable/satellite

CNN

Internet and Phones

Phones

Phone features: voicemail

Wireless internet, complimentary

Beds and Bedding Maximum

Occupancy: 2

1 King

Rollaway beds permitted: 1

Cribs permitted: 1

Maximum cribs/rollaway beds permitted

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4.2.5 Sheraton Premier Club

Special Benefits

This room features Executive lounge access

Open: Sun-Sat, Open: 6 am to 9 pm

Private access floor

Complimentary food: - Afternoon tea - Hors d'oeuvres - Dessert

Complimentary non-alcoholic beverages

Business services, for a fee

Complimentary pressing

Furniture and Furnishings

Sofa Alarm clock

Desk, writing/work

Iron and ironing board

Internet and Phones

Phones: 3

Phone features: voicemail

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4.2.6 Task and Duties Performed During the Internship Program

Arrange station:

Arrange all the equipment which is need for prepare food items. Everyday morning the first task
is arrange the station.

Change food tag:

It is too essential for every hotel sector. Everyday must check and change the food level.

Creating menu:

Creating the menu for buffet. Menu must be unique name and unique food item.

Cooking and testing:

Cooking every food item which is include in the menu list and test every food for ensuring that
the food is okey with all side.

Presenting food:

Presenting food item with unique and attractive way.

Interacting with guest:

Always ready to ans guest question. Guest can ask for knowing food details so, ready for
answering authentic food details.

Refill food:

Checking the food every 5 minutes for refill food.

Close buffet:

Closing the buffet in time.

Miss and place:

Checking every item and ensure that every little things are in the right place.

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Cleaning kitchen:

Cleaning the kitchen properly.

Ordering butchery:

Ensure order butchery for the next day.

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4.2.7 Training of Sheraton Dhaka

I have completed a 4-week training period thus far. Contrary to other locations, Sheraton Dhaka
was prepared for my arrival prior to my arrival. The company's leader and Md. Jahangir Hossain,
the Associate Director of the F&B department, collaborated to develop employment training
programs for each department. I underwent a procedure in which we acquired knowledge from
books and used it in practical situations.

During the initial week of my employment, I received instruction from Mr.Sumon Hossain , the
head Chef of the Food and Beverage Department, and Mr. Rakib Hasan, the Buffet (Indian)
Restaurant Manager, at the Asian kitchen located in the Garden kitchen of Sheraton. They
attempted to demonstrate the knowledge they had acquired via their personal experiences. I have
acquired knowledge on the arrangement and responsibilities of the Food and Beverage department.

Week 2: In the second week, the focus shifts to gaining a more comprehensive understanding of
the prevalent challenges faced by the food and beverage staff on a daily basis, as well as strategies
for effectively addressing concerns caused by visitors. I attempted to document them along with
their corresponding solutions.

Week 3: I acquired knowledge on the proper arrangement of the restaurant prior to, during, and
following the service. I acquired knowledge about the First-In, First-Out (FIFO) method, as well
as the regulations and considerations involved in arranging the buffet products.

In Week 4, I acquired the skill of telephone etiquette akin to that of a clerk. Properly assisting
visitors and ensuring food items are checked and prevented from expiring after each meal.
Currently, I am in the interim phase of my internship, as it coincides with the month of Ramadan.

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4.2.8 Career Opportunity in Sheraton Dhaka

Building a Career in Sheraton Dhaka

In this section, we will explore the steps and strategies you can take to build a successful career
in this dynamic industry. From gaining relevant experience to pursuing additional certifications,
we will guide you on the path to achieving your goals.

Gaining Relevant Experience

One of the first steps in building a career in hotel management is gaining practical experience
within the industry. Consider starting off in entry-level positions such as front desk agent or
guest services. This will allow you to learn firsthand about the daily operations and the various
departments within a hotel.

Additionally, seeking internships or part-time positions while studying can provide valuable
hands-on experience and networking opportunities. Look for opportunities to work with
reputable hotel chains or luxury boutique hotels to enhance your resume and expand your
professional network.

Pursuing Higher Education

While many hotel management positions do not require a specific degree, obtaining a formal
education in hospitality management can significantly enhance your career opportunities.
Consider pursuing a bachelor’s degree or a diploma program in hospitality management from a
recognised institution.

During your studies, focus on courses that provide a comprehensive understanding of the
hospitality industry, including hotel operations, revenue management, and marketing. This
knowledge will not only make you a well-rounded professional but also prepare you for future
leadership roles in the industry.

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Obtaining Additional Certifications

In addition to a formal education, obtaining industry certifications can further boost your
credentials and increase your chances of securing coveted positions in hotel management. Some
widely recognised certifications in the hospitality industry include the Certified Hospitality
Administrator (CHA) and the Certified Hotel Administrator (CHA) credentials.

These certifications demonstrate your commitment to professional development and can

differentiate you from other candidates. They also signify your expertise in various aspects of
hotel management, such as finance, operations, and human resources.

Developing Leadership Skills

To excel in hotel management, developing strong leadership and management skills is essential.
This includes effective communication, problem-solving, and decision-making abilities. Seek
opportunities to take on leadership roles within your workplace or participate in leadership
development programs.

Benefits of Building a Career in Hotel Management

Opportunity for global travel and exposure to diverse cultures

Competitive salary and potential for career growth

Ability to work in various departments, such as operations, sales, or marketing

Opportunity to lead and inspire a team

Dynamic work environment with no two days the same

Networking opportunities with industry professionals and hotel owners

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4.2.9 Building a Career in Culinary Arts

Establishing a successful career in the culinary arts requires a combination of passion, skill
development, and industry experience. In this section, we will explore the steps you can take to
carve out a rewarding path in this creative and demanding industry. From mastering culinary skills
to gaining valuable experience in various culinary settings, we will guide you on your journey
towards culinary excellence.

1. Pursue Culinary Education Embarking on a formal culinary education is a crucial step towards
building a successful career in the culinary arts. Consider enrolling in a reputable culinary school
or institute that offers comprehensive culinary programs. These programs will provide you with a
strong foundation in culinary techniques, food science, nutrition, and menu planning.

2. Specialise in a Culinary Field To stand out in the industry, it’s essential to develop expertise in
a specific culinary field. Whether your passion lies in pastry making, international cuisine, or fine
dining, focusing on a particular area will allow you to refine your skills and become an expert in
your chosen field.

3. Gain Real-World Experience Alongside formal education, gaining hands-on experience in

various culinary settings is invaluable. Consider working in restaurants, hotels, resorts, or catering
companies to learn from skilled chefs and gain practical knowledge of the industry. This
experience will help you develop essential skills, understand kitchen operations, and build a
network of industry professionals.

4. Embrace Continuous Learning The culinary arts industry is constantly evolving, so staying
updated with the latest trends, techniques, and ingredients is crucial for success. Attend workshops,
culinary conferences, and seminars to expand your knowledge and stay connected with the
culinary community. Additionally, explore opportunities for continuous learning, such as
advanced culinary courses or specialised certifications.

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5. Develop Managerial Skills As you progress in your culinary career, honing your managerial
skills becomes essential for growth. Familiarise yourself with food service management principles,
budgeting, team leadership, and inventory control. These skills will enable you to take on
leadership roles and potentially open your own culinary business in the future.

6. Network and Showcase Your Work Building a strong professional network is crucial in the
culinary industry. Attend industry events, join culinary associations, and connect with fellow
chefs, industry experts, and potential employers. Additionally, create an online presence by
showcasing your work through a professional portfolio, social media platforms, or a personal
website. This allows you to highlight your culinary creations and attract opportunities for
collaboration and future career prospects.

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Chapter 05

Findings and Analysis

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5.1 Function of Food & Beverage Production

There are a number of tasks performed by food and beverage production workers. The
following are the specific tasks which I have carried out during my time in the department: At
the start of my career, I was assigned to the main kitchen as a trainee chef. Here I worked under
chefs who would teach me how to prepare fresh vegetables, fruits, and cook meat dishes such
as ham and seafood.

After a month or two of working in the kitchen, I had more responsibilities such as washing
vegetables and cleaning surfaces.

Purchasing Food and Beverages

The procurement of food and beverages is a very critical aspect of any business. It
involves ordering, finding and maintaining purchase lists with suppliers who have the right
quality, number and kind of products ordered to avoid overbuying or under buying. There is a
possibility of wastage if there are no proper storage facilities or if it is not handled with care.

Planning Menus

Menu planning is not just designing what cuisine or beverages should be included in the
menu, but also concerns with what items will be acceptable to the consumers. As the consumers
are the ones to taste the food and beverages when planning menus, we have to comprehend, and
empathize with their food habits and enable them to meet their changing preferences.

Maintaining Daily Operations

Maintaining daily operations is the main duty of the stewardship department. The main goal
of this department is maintaining cleanliness and hygiene, maximizing efficiency, and
ensuring food safety and quality control.

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Food Service Hygiene

The provision of wholesome food is the responsibility of any individual, institution or

organization involved in food sector. Having clean, hygienic and safe food is a must for all. Food
handlers should be trained to ensure that they maintain personal hygiene by maintaining a clean
work area and not allowing cross contamination between foods or other items used. They
also should know that cleaning water must be used for cleaning in contact with food even
after washing hands using chemicals such as disinfectants/detergents, etc., as well as after
leaving the workplace or while handling any utensils during working hours or even after
changing clothes following entry into the workplace.

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5.2 Kitchen Organogram in Sheraton Dhaka

The organization chart of F&B Production department in the Sheraton Dhaka should provide a
clear picture of the lines of authority and the channels of communication within the department.
Being of a large hotel the department is headed by the Executive Chef who is assisted by the
Executive Sous Chef.
Kitchen / F&B production department chart in The Sheraton Dhaka where I had been intern were
not only provides for a systematic direction of orders, but also protects employee’s form being
over directed.
The organization chart is given below:

Executive Chef

Chef De Cuisine

Sous chef in charge in GK Sous chef in charge in

banquet

]
Chef De Party GK ] Chef De Party Banquet

] ]

Contractual Chef GK Contractual Chef Banquet

] ]

Casual Chef GK Casual Chef Banquet

] ]

Trainee Trainee

] ]

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5.3 Kitchen in Sheraton Dhaka

Culinary arts refer to the art of preparation, cooking, presentation, and service of food. This may
often be in the form of meals in a restaurant, but culinary arts can refer to all professions that
involve food service. All the culinary students have this question that always bothers them inside
their heads. Most of them generally are quite confident about their placements abroad, however,
which country has the most demand for young professionals from all over the world is a real
question to think about. The very first thing that would matter will be making great food. This is
the secret after all which can earn you your deserving passport for a job outside the country.
Different nations always welcome chefs from other countries who are well versed in their own
country’s authentic dish. Due to the globalization and liberalization of modern society, people
enjoy different kinds of cuisine options under one roof.

Types of Kitchen

❖ Japanese kitchen
❖ Asian kitchen
❖ Indian kitchen
❖ Continental kitchen
❖ Cold kitchen
❖ Pastry kitchen
❖ Butchery kitchen
❖ Tostina kitchen
❖ Associate kitchen

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5.4 Japanese Kitchen

The Japanese kitchen is the place where food is prepared in a Japanese house. Until the Meiji era,
a kitchen was also called kamado. Sheraton has most beautiful live Japanese kitchen in
Bangladesh. They are making lots of Japanese food for guest. Most famous item of Japanese
kitchen is sushi.

Chef of Japanese kitchen

Master Chef : Hiromi Yonekawa
Head chef: Yong Kah Heng
CDP: Jasmeen akther
DCDP: Prinaka halder
Commies 1: Naznin Islam

Lunch menu Dinner menu

Salmon Susi Salmon Susi
Lunch maki roll Nigiri
Nigiri Maki roll
Sesami Sesami
Maki roll, Salmon maki roll

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Some Food item in Japanese kitchen

Name Details Picture

Aburi Sushi a type of smoked sushi. Recently, he has

introduced an eclectic new menu at Yumi,
which includes his signature dishes —
Dynamic Spider Roll, Miso Katsu Chicken,
and Smoked Aburi Sushi.

Teppan 'Teppan' means iron plate and 'Yaki'

translates to pan-friend or grilled and is often
referred to as 'hibachi' outside of Japan. A
teppanyaki meal features various courses of
meat, seafood, and vegetables cooked on a
large iron griddle that gives guests front row
seats to the action, as chefs work their magic
with ingredients and fire on the teppan.
Lobster Spicy Spicy mayo is made with three simple
Mayo ingredients: Japanese mayonnaise, sriracha
hot chili sauce, and a splash of lime juice.
This all-purpose spicy mayo is great for
sushi, sandwiches, burgers, tacos, and fries!
It's so easy to make and is a must-have in my
household.

Ramen ramen is a Japanese noodle soup, with a

combination of a rich flavoured broth, one of
a variety of types of noodle and a selection
of meats or vegetables, often topped with a
boiled egg.

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5.5 Asian kitchen

Asian food encompasses several significant regional cooking styles: Central Asian, East Asian,
North Asian, South Asian, Southeast Asian, and West Asian.

Chef of Asian kitchen

CDP: Al amin isalm
DCDP: Tofayeal isalm
Commies 01 : Zakaria khan
Commies 02: Jony

Lunch menu Dinner menu

Truffle arancini Jollof rice
Quinda balls Indomie
Fried rice Ogbono soup
Chicken wings Egusi soup
Tom yum Tom yum
Melon pepper soup Coleslaw
Owoh soup Egg roll

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Some Food item in Asian kitchen

Food Details Picture

Peking Duck Peking Duck is a revered icon in Chinese
cuisine and is featured prominently on the
Asian food list. This dish’s origins trace back
to Imperial China and carries a rich history and
cultural significance. The duck is prepared
using a traditional method; it is seasoned and
air-dried before being roasted until its skin
turns crispy, while the meat remains tender.
Tom Yam Tom Yam, renowned as one of the best Asian
foods with origins in Thailand. This vibrant
soup is a sensory delight, boasting a
harmonious blend of crucial ingredients like
lemongrass, lime leaves, and chili. The
preparation involves simmering these elements
to perfection, achieving the delicate balance of
sweet, sour, and spicy that defines Tom Yam.
Nasi Goreng Nasi Goreng, a beloved dish in both Malaysia
and Indonesia, reflects a shared love for its
delectable taste. This fried rice dish, featured
prominently on the Asian food list, captures
the essence of Southeast Asian cuisine.
Prepared by stir-frying rice with ingredients
like kecap manis (sweet soy sauce), shallots,
and garlic, and often accompanied by proteins
like shrimp or chicken, and topped with a fried
egg, Nasi Goreng is a flavorful delight.
Pho Pho, one of the most popular foods in Asia,
originates from Vietnam and carries deep
cultural significance. This flavorful noodle
soup is a Vietnamese staple known for its
aromatic broth, rice noodles, and various meat
toppings, typically beef or chicken. The
preparation involves a meticulous process of
simmering bones, spices, and herbs to create a
distinctive taste.

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5.6 Indian Kitchen

Indian cuisine consists of a variety of regional and traditional cuisines native to the Indian
subcontinent. Given the diversity in soil, climate, culture, ethnic groups, and occupations, these
cuisines vary substantially and use locally available spices, herbs, vegetables, and fruits.

Chef of Asian kitchen

CDP: Md. Summon
DCDP: Sanker Halder
Commies 01 : Rassel Islam
Commies 02: Sarker Summon

Lunch menu Dinner menu

Chicken biriyani Mutton biriyani
Steam rice Steam rice
Prompt fry Ayre fish curry
Mutton curry Beef bhuna
Dosa Masala Dosa
Assorted naan Chicken tikka kabab
Fish hariali kabab Assorted naan
Palak poneer Alo motor poneer
Sami kabab Mix vegetable tarka
Dal makkhani Dal tarka
Mutton nehari Mutton nehari

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Some Indian kitchen food item

Food Details Picture

Chicken It is traditionally small pieces of boneless
Tandoori chicken baked using skewers on a brazier
kabab called angeethi or over charcoal after
marinating in Indian spices and dahi
(yogurt)—essentially a boneless version of
tandoori chicken.

Palak Palak paneer is a classic curried dish from

poneer North Indian cuisine made with fresh
spinach, onions, spices, paneer and herbs.
'Palak' is a Hindi word for 'Spinach' and
'Paneer' is 'Indian cottage cheese'. So Palak
Paneer translates to paneer simmered in a
smooth spicy and delicious spinach gravy or
sauce.
Dosa A dosa is a thin, savoury crepe in South
Indian cuisine made from a fermented batter
of ground white gram and rice. Dosas are
served hot, often with chutney and sambar.
Dosas are popular in South Asia as well as
around the world.

Mutton Mutton curry is a dish that is prepared from

curry goat meat and vegetables. The dish is found
in different variations across all states,
countries and regions of the Indian
subcontinent and the Caribbean.

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5.7 Chicken Tandoori Kabab Recipe

INGREDIANCE KG/gm
Chicken 3 kg

G+G 80 gm

Mixed spices 25 gm

Yoghurt 100 gm

Tandoori masala 1p

Salt Test

Coriander powder 20 gm

Cumin powder 20 gm

Chat masala 30 gm

Karmiri chili powder 1p

Mustard oil 150 gm

Cooking cream 50 gm

Cardamom powder 20 gm

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5.8 Mutton Curry Recipe

INGREDIANCE KG/gm
Mutton 3 kg
G+G 200 gm
Onion slice 500 gm
Spices (mix raw) 30 gm
Salt Test
Yoghurt 250 gm
Kanda masala 80 gm
Turmeric powder 25 gm
Chili powder 30 gm
Cumin powder 20 gm
Coriander powder 30 gm
Mixed masala 30 gm
Milk 200 gm
Oil 250 gm
Rosted cumin 25 gm

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5.9 Alo Motor Poneer Masala

INGREDIANCE KG/gm
Poneer 250 gm
Potato 4p
Motor 200 gm
Salt Test
Garlic chop 50 gm
Onion slice 60 gm
Turmeric powder 15 gm
Oil 30 gm
Tomato 3p
Sugar 20 gm
Green chili Test
Ghee 30 gm
Milk 50 gm

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5.1.1 Continental Kitchen

Continental refers to the European continent and thus Continental cuisine means the recipes
originating from here especially the Mediterranean regions encompassing France and Italy.

Chef of Asian kitchen

CDP: Shajeeb islam
DCDP: Masud isalm
Commies 01 : Musa Ibrahim
Commies 02: Rony Das

Lunch menu Dinner menu

Prawn tempura Vegetable tempura
Lamb stew Beef stew
Basa fish Salmon fish
King prawn King prawn
Saute vegetable Pasta
Pizza Pizza
Labm leg Lamb leg
Lemon chicken Chicken mundi
Carabina chicken Arabian khulsa

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Some Food item in continental kitchen

Food Details Picture

French toast French toast is the go-to breakfast meal of
many people in the European countries and
the United States. It’s prepared by soaking
bread slices in beaten eggs and milk. The
bread is then pan-fried and topped with
maple syrup and berries.

Cheese Pizza A classic cheese pizza has a lot of grated

cheese sprinkled on a pizza base topped
with pizza/ tomato sauce. This continental
dish has minimal spices but lots of cheese.
Cheese Pizza is known for its simplicity and
delectable taste.

Caesar Salad Caesar Salad is a green salad with croutons

and romaine lettuce. The dressing is
prepared from olive oil, parmesan cheese,
garlic, lemon juice, and egg. It looks very
wholesome and nutritious.

Chicken Chicken Sandwich is filled with the

Sandwich
goodness of boneless chicken put between
cheese slices, lettuce, veggies, and a lot of
sauces. It’s the easiest recipe one can make
to fulfill their hunger pangs.

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5.1.2 Cold Kitchen

In the classical culinary arts, garde manger refers to a category of foods produced in the cold
kitchen as well as the broad array of techniques used for preparing these foods

Chef of cold kitchen

CDP: Sujan Ahmed
DCDP: Ali Hossain
Commies 01 : Atika Monowara
Commies 02: Ronel Ahamed

Lunch Dinner
Avocado salad Creamy Cucumber Salad
Chicken salad Chicken cucumber salad
Orange juice Orange juice
Mint lemon juice Mint lemon juice
Coconut water Coconut water
Nut juice Nut juice
Lacci Lacci
Fruits Fruits
Watermelon juice Watermelon juice
Tokma juice Tokma juice
Lemon juice Lemon juice

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Some Food item in cold kitchen

Food Details Picture

Creamy cucumber salad: spears of crisp, crunchy
Cucumber
Persian cucumber coated in a bright and nutty
Salad
tahini sauce flavored with lemon, dill,
shallots, and garlic.

Fruit custard Fruit custard is a delicious creamy and rich

chilled dessert made with custard powder,
milk, seasonal fruits and nuts. Also known as
fruit salad with custard, this is a popular
dessert in India.

Seasonal fruits This fruit salad is a colorful variety of fresh

fruit tossed in a light honey poppy seed ...
Ingredients 3 cups of cubed pineapple 1 cup
of peeled, quartered and sliced kiwis 2 cups
of mandarin orange or clementine segments
1/2 cup pomegranate arils 3 tablespoons
lemon or lime juice
Nut Juice The truth is, the term "nut" and "juice" aren't
that strange once you break up the definitions.
We can make a "pressed juice" from "nuts"
and therefore call it "nut juice". It is no
different than pulverizing a fruit or vegetable
into a ground mixture then pressing to divide
like in a juicing machine

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5.1.3 Pastry Kitchen

A pastry kitchen chef, or pâtisier, is a station chef in a professional kitchen, skilled in the making
of pastries, desserts, and other baked goods. You will find them employed in large hotels, bistros,
restaurants, and bakeries.Kitchen equipment

Chef of pastry kitchen

CDP: Anaf
DCDP: Fazlul Haque
Commies 01: Zakaria Hossain
Commies 02: Prianka Halder

Lunch Dinner
Croissant Chocolate pastry
Choux pastry Blackberry puff
Cannoli Almond
Puff pastry galette
Tarts Baklava
Cheese Danish Apple pie
Macaron Custard
Apple turnovers Black forest cake
Bread Croissant
Café cake Choux pastry
Ice cream Cannoli

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Some Food item in pastry kitchen

Food Details Picture

Baklava Baklava is a layered dessert made of filo pastry
sheets, filled with chopped nuts, and sweetened
with syrup or honey. There are many competing
proposals for the origin of baklava, but there is no
consensus on which of the options is true.

Choux A profiterole, cream puff, or chou à la crème is a

pastry filled French choux pastry ball with a typically
sweet and moist filling of whipped cream,
custard, pastry cream, or ice cream. The puffs
may be decorated or left plain or garnished with
chocolate sauce, caramel, or a dusting of
powdered sugar
Raspberry Made with a yeasted dough that's layered with
Cheese butter, the pastry is something of a cross
Danish between a brioche and a croissant. A great
Danish should be tender, flaky, and nicely
browned, with a balanced filling of cream
cheese, jammy fruit, or pastry cream.

Monkey Some food historians suggest that it comes from

Bread the pastry being a finger food, and that those
eating it pick apart the bread with their hands as a
monkey might. Others suggest that it comes from
the pastry's resemblance to the monkey puzzle
tree Araucaria araucana.

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5.1.4 Kitchen Equipment

High-quality kitchen equipment allows for precise temperature control, consistent cooking
methods, and optimal food preparation techniques. This results in consistent and high-quality
dishes, enhancing customer satisfaction and building brand reputation.

• Cooking Tools & Kitchen Utensils

• Preparation Tools & Essentials
• Cookware & Bakeware

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5.1.5 Preparation Tools & Essentials

Name Details Picture

Chef's Knife when we upgraded to a high quality chef’s
knife we couldn’t believe how much sharper,
heavier, and easier it was to cut and chop with
the quality knife. And since you can use a
chef’s knife for all of your cutting needs (and
use it every time you cook), one high-quality
purchase will serve you for years to come.

Cutting Board One of the most basic tools you need in your
kitchen is a good cutting board. You’ll be
using it every time you cook (just like your
chef’s knife) so it’s important to choose one
that’s durable and well designed.

Measuring Spoons Measuring spoons are used to precisely

measure smaller amounts of liquid or solid
cooking ingredients than measuring cups.
This set of 5 stainless steel measuring spoons
from Prepworks contains measurements of ¼
tsp all the way up to 1 tbsp. They’re magnetic
and nested so you can put them away easily
without losing any of them

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Mixing Bowls For mixing together salad dressings, spice

rubs, marinades, sauces, and even for storing
leftovers, a set of high-quality mixing bowls
is a must.

Colander For draining pasta or washing vegetables and

salad greens, a colander is an essential piece
for your minimalist kitchen. This 5-quart
stainless steel colander from OXO Good
Grips is well designed and has ergonomic
non-slip handles and “feet” so it doesn’t slip
all over the place.
Peeler A vegetable peeler can really speed up your
preparation time, whether you’re using it to
peel potatoes, carrots, or any other vegetables.

Whisk A whisk is often one of the most used items in

your kitchen, so it’s important to have one
that’s ergonomically made. This 9-inch whisk
from OXO Good Grips fits great in the hand
and is perfect for whisking together salad
dressings, sauces, eggs, desserts, and much
more.

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Grater Several types of graters feature different sizes

of grating slots, and can therefore aid in the
preparation of a variety of foods. They are
commonly used to grate vegetables, cheese
and lemon or orange peel (to create zest),
spices, such as ginger and nutmeg, and can
also be used to grate other soft foods.
Garlic Press A garlic press, also known as a garlic crusher,
is a kitchen utensil to crush garlic cloves
efficiently by forcing them through a grid of
small holes, usually with some type of piston.
Many garlic presses also have a device with a
matching grid of blunt pins to clean out the
holes.

Knife Sharpener Knife sharpening is the process of making a

knife or similar tool sharp by grinding against
a hard, rough surface, typically a stone, or a
flexible surface with hard particles, such as
sandpaper. Additionally, a leather razor strop,
or strop, is often used to straighten and polish
an edge.

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5.1.6 Cookware & Bakeware

Name Details Picture

Stainless Steel A stainless steel skillet will likely be the workhorse of
Skillet
your kitchen. You will be using this cookware for
frying, searing, sautéing, and browning, among other
functions. For this reason, it’s important to pick a high
quality stainless steel skillet that you can use for a
lifetime.

Sauté Pan A saute pan is different from a skillet in a couple of

important ways. It has a wide flat bottom and vertical
sides that generally go up much higher than a skillet’s
flared sides do. This makes it easier to cook sauces and
sear and braise meat than a skillet.

Small Saucepan For small portion cooking of soups, stews, pastas or

sauces, a lightweight and easy to handle saucepan is
necessary. Cuisineart’s Multiclad Pro 1 ½ quart
saucepan is our recommended small saucepan pick for
your minimalist kitchen.

Large Pot For cooking large dishes like soups, stews, pastas or
sauces, you’ll need a large pot to handle the volume.

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Cast Iron Skillet Cast iron skillets have been workhorses in kitchens all
over the world for over 2,000 years. Modern cast iron
skillets are made from heavy cast iron and pre-seasoned
(so food doesn’t stick); with impressive heat retention
abilities these skillets are favoured for use on both the
stovetop and oven alike.

Grill Pan For summer dishes like burgers, roasted salmon,

meatballs, and marinated vegetables, a grill pan is a
must. It creates tantalizing grill lines in your food, just
like a barbecue does. But it’s much easier than
barbecuing because you don't have to leave the comfort
of your kitchen and it only requires a stovetop element
- no propane, gas, charcoal, or intense cleaning
necessary.
Stockpot A stockpot is a very large pot (usually 12 quarts) that is
ideal for homemade broth or large portions of soups.
Anytime you want to make an extra large meal is also
a great reason to use a stock pot. But because most
cooks don’t tend to make their own broth (though they
should, it’s easy!) this is not an essential item for a
minimalist kitchen.
Muffin Pan A muffin pan is a baking pan with 6 or 12 built-in cups.
Besides making muffins, they are great for individual
quiches and on-the-go breakfast cups. We recommend
the Oxo Good Grips Pro Muffin Pan because the Swiss-
engineered, ceramic-reinforced, two-layer coating
allows for easy food release. The heavy-gauge
aluminized steel promotes even heat distribution.

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5.1.7 Cooking Tools & Kitchen Utensils

Name Details Picture

Spatula A spatula is a small cooking implement with a
wide, flat, flexible blade that is used for mixing,
spreading, and turning..

Tongs For easily flipping meats and vegetables, a good

pair of tongs that can handle all kinds of different
sized foods is a must. It’s important for them to
have silicone tips to prevent scratching and a
high degree of heat-resistance so they don’t melt
away after frequent use.
Ladle A ladle is essentially a very large, long-handled
spoon. It is used for serving liquid dishes like
soups, stews, or sauces.

Oven Mitts Oven mitts are used in order to protect your

hands from being burned when transferring hot
food to and from the oven. No longer will you
have to wrap your hand in a tea towel and try not
to spill your dish (or get burned) as you pull it
out one handed..

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Thermometer A food thermometer is the only way to ensure

food is cooked to the proper internal temperature
and harmful bacteria are eliminated. A food
thermometer is needed for more than just meat
and poultry. A safe minimum internal
temperature must be reached to avoid food
poisoning in all cooked foods.

Immersion An immersion blender (also known as a stick

Blender blender) is used to blend or puree food in the
container its is being prepared in.

Aluminum Foil Aluminum foil can be used in the kitchen for all
sorts of different purposes. From cooking to
cleaning, protecting, scrubbing, lifting, or
steaming, this is one versatile kitchen essential.
As as important as aluminum foil is, however,
it’s also one of those items that you can easily
forget to re-stock up on, leading to expensive
impulse purchases at your local grocery store.
Parchment Paper Parchment paper is used in cooking as a
disposable non-stick surface that greatly helps
with avoiding messes in the kitchen.

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5.1.8 Introduction to Knife

A knife is a cook’s best friend, whether they’re a seasoned professional or a kitchen first-timer.
But as any glance at a knife block will reveal, there is a wide array of knives to choose from.

Knives are a commonly used tool that we often take for granted. We expect them to perform and
cut with ease, but we rarely pay any more attention to our knives than that. To understand your
knife, it is important to learn about its construction and be able to identify the various knife parts.

First, it is easy to divide the knife into two main parts, the handle and the blade. But each of those
two parts can also be subdivided into its own parts. With the help of the photo at right and the
descriptions below, you will better understand what components make up your knife.

▪ Point – The point is the part of the knife where the edge and spine come together. The point is
often used for piercing.

▪ Tip – The tip is the forward part of the knife and includes the knife point. The tip is used for
detailed or delicate cutting.

▪ Edge – The edge is the cutting part of the blade. It extends from the point to the heel of the
knife.

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▪ Heel - The heel is the rear part of the edge, opposite the point.

▪ Spine - The spine is the top of the knife blade, opposite the knife edge.

▪ Bolster - The bolster is the band that joins the blade of the knife to its handle. The
bolster provides balance for the knife and also helps to protect the hand from getting in the
way of the knife edge.

▪ Tang - The tang is the part of the blade that extends into the handle of the knife. It is the
surface to which the handle attaches to the blade.

▪ Scales – The scales are the part of the knife that creates the handle. Scales are often made
of synthetic material or wood. Two scales are typically attached to the tang with rivets.

▪ Rivets – The rivets are metal pins used to join the scales to the tang to form the
handle.

▪ Butt – The butt is the end of the handle of the knife.

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The broad selection of different knives often leads to confusion and many questions that can
be challenging to answer.

For instance, what’s the real difference between a chef’s knife and a santoku knife? Are
kitchen shears just fancy scissors?

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5.1.9 Common Types of Knives

For all those suffering from this unfortunate knife paralysis, I’m here to help. I’ve
synthesized my own cooking experience with thorough research into the many types of knives,
and in this article, I’ll unpack the twelve major types.

Types of Knives

✓ Chef’s Knife
✓ Boning Knife
✓ Bread Knife
✓ Paring Knife
✓ Cleaver
✓ Carving Knife
✓ Utility Knife
✓ Steak Knife
✓ Santoku Knife
✓ Filet Knife
✓ Kitchen Shears
✓ Nakiri Knife

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❖ Chef’s Knife

As its name suggests, the chef’s knife is classic and versatile; when people think of
cooking knives, this one is what comes to mind.

Among the other types of knives, the chef’s knife is the jack-of-all-trades. It is shaped like a right
triangle with a curved side–one side straight and one curved, meeting at a very sharp
point. Everyone from amateur cooks to master chefs uses the chef’s knife for functions like
complex cutting, slicing cheese and meat, and dicing fruits, vegetables and nuts.

The sharp point on the chef’s knife also makes it adept at very delicate cuts.

❖ Boning Knife

The boning knife may look small, but in my experience, it is one of the most powerful knives
in any cooking toolkit. While its name might imply that it’s meant for breaking bones, it is
actually for everything except bones. That is because boning is the process of removing leftover
meat from bones.

The boning knife has a long, thin blade ideal for this process; I like to use it when I’m
trimming a pork shoulder, trimming around the curvy bones to extract as much meat as
possible.

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❖ Bread Knife

The bread knife is probably the most self-explanatory in the bunch. Is it the most necessary knife
in the block? No, not necessarily. But is it one of the most fun? Absolutely yes!

The bread knife is very long and sports a thick serrated blade, which helps for cutting
through large hunks of bread. Personally, there is nothing more satisfying for me than slicing
into a crispy baguette with my bread knife. While chef’s knives or other knives are perfectly
acceptable for slicing bread, I have found a bread knife is also safer.

A chef’s knife can slip or turn while cutting, whereas the bread knife has a long handle and
thick blade that afford the user excellent grip and stability.

❖ Paring Knife

The paring knife is an essential knife in any kitchen.

Its short handle and small, sharp blade make it adept at a wide variety of needs, including
peeling fruits and vegetables, cutting foods into very small pieces, or engaging in other delicate
tasks. Importantly, the paring knife is not interchangeable with other small types of knives, like
the boning knife.

I’ve tried to trim large hunks of meat with a paring knife and found it to be very difficult–
the short handle makes it rather difficult to get the leverage you need when cutting larger
bits.

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❖ Cleaver

With its rectangular blade and almost hatchet-like appearance, the cleaver is one of the
most visually striking types of knives–it’s another knife you’ve probably seen in a cartoon.

The standard American cleaver is a very heavy-duty tool, being well-suited for cutting
through big, hard vegetables, large chunks of meat, and even some softer bones. I like to use
it to cut through gourds and cabbage heads, as these are so tough that they can be difficult–
not to mention unsafe–to cut with the shorter chef’s knife.

Another notable variety is the Chinese cleaver, which is a somewhat thinner cleaver that’s
an excellent all-purpose tool in Chinese home cooking.

❖ Carving Knife

The carving knife is pretty self-explanatory: it’s best suited to carving thick pieces of
meat. While a larger tool is better for carving something like a cooked Thanksgiving turkey (I’ve
found electric carvers to be better), the carving knife is excellent for thick raw meat. I’ve found
the carving knife to be best suited for cutting up pork belly, pork shoulder, and beef brisket; the
carving knife’s long blade gives plenty of leverage to slice through the tough tendons on these
cuts of meat.

It’s theoretically useful for other cutting tasks, but since it works best when it’s ultra-sharp,
I keep it in the knife block unless I’m using it for meat.

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❖ Utility Knife

The utility knife’s name says it all: it’s useful. Utility knives are not as defined as other types of
knives, but they tend to have straight handles and sharp pointed tips; sometimes, only one side
is sharpened, but sometimes both sides are sharp. One can define them as something between a
paring knife and a chef’s knife.

I use my utility knife for numerous kitchen tasks, though frankly, I find it more of a stopgap
thana mainstay.

It is stellar when I have things too long for a paring knife but too delicate for a chef’s knife,
but those situations are not common. Still, it is great in a pinch!

❖ Steak Knife

Despite its name, the steak knife is a great multipurpose knife–and it’s one of the few knives
on this list that has a place at the dinner table. Whether I’m eating tough food like steak or
pork chops or I’m out of table knives, the steak knife brings some power to everyday eating.

But that’s not all! This small knife is great for basic food prep, like cutting lemons or lime
slicing sandwiches, or (in some cases) dicing vegetables. Of course, since steak knives
tend to be serrated, they’re not especially good for heavy-duty cuts, but they’re great when
I don’t feel like pulling out a paring knife just for slicing a sandwich.

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❖ Santoku Knife

Without a doubt, the santoku knife is my favorite knife in my entire collection. To my eye, it
looks like a cross between a chef’s knife and a cleaver: it has a dull spine that curves toward the
slightly curved sharp blade. Its thinner blade allows for a bit more focused slicing than the chef’s
knife, and its shorter blade and dull tip make it adept at rapidly chopping herbs, fruits, and
vegetables.

It’s equally adept, however, at slicing and mincing meats, making it a true all-purpose knife.

❖ Filet Knife

I love the filet knife because it helps tackle one of the most irritating cuts in the cooking
world: cutting fish. Raw fish can be a little bit finicky. Using the wrong knife or one with a
dull blade can damage a piece of fish, making it incredibly difficult to cook. The filet knife
solves that. The filet blade is thin and sharp, sometimes with razor-sharp curves, making it
easy to carve meat from a fish.

It’s an excellent choice for breaking down a whole fish into parts, but it also works for trimming
bones from fish filets.

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❖ Kitchen Shears

At first glance, kitchen shears look like one of the most unnecessary kitchen implements–but
in my experience, it is one of the most important. Cooks need to snip a variety of things in the
kitchen, from herbs to food packaging, and it is essential to have a sterile or sanitary tool for
that. Ordinary household scissors cut substances that are not sanitary to cross-mix with food–
not to mention that they often have plastic handles that are not dishwasher safe.

Kitchen shears solve this problem: they are easy to sanitize can be dedicated to food prep.

❖ Nakiri Knife

The second Japanese knife on this list is the nakiri knife. This tool, which looks more like
a cleaver than a santoku knife, is a dedicated chopping implement. Its firm handle and
long, strong rectangular blade are excellent for slicing and dicing vegetables. I am
especially fond of the nakiri knife’s flat blade feature, making it easier to cut the
vegetables cleanly without being left with pieces dangling annoyingly on a thread.

Moreover, nakiri knife is amazing for cutting lettuce, cabbage, and root vegetables, which
the shorter santoku can sometimes get jammed in

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5.2.1 Types of cutting

▪ Julienne

▪ Battonet

▪ Brunoise

▪ Slices

▪ Large dice

▪ Medium dice

▪ Small dice

▪ Chiffonade Chop

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5.2.2 Herbs Using in the Kitchen

What is an herb?

Herbs are the leafy parts of plants that do not have woody stems. They can be fresh or dried.
Dried herbs have a stronger flavour than fresh but lose their strength quickly.

How is a spice different from an herb?

Spices come from the bark, buds fruit, roots, seeds or stems of various plants or trees.

Here are some common cooking herbs you can find in many kitchens

Name Details Picture

Basil Basil comes in many varieties. This is a strongly
flavored herb that tastes like a combination of
licorice and cloves. Basil can be used in many dishes,
including pasta sauces and pesto. Fresh
basil has more flavors then dried. It is popular in
Mediterranean cooking. Tomatoes and basil go
great together as in this Tomato Salad and Basil
Vinaigrette.

Bay leaf provides a ‘woodsy’ flavour to sauces,

stews, vegetables and grilled meats. Dried
Bay leaf
bay leaves can be commonly found in supermarkets
and are less expensive than fresh. Add bay leaves
early in the cooking process to draw out their
flavour. Remove before serving. Add a bay leaf to
this Curried Cream of Parsnip and Carrot Soup.

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Cilantro or coriander has a strong fragrance that is

sometimes described as “soapy”. It goes well with
Cilantro
spicy foods. Cilantro is used in salsas, stir-fries, like
this Sweet Chili Tofu Stir-Fry, and curries. Cilantro
does not cook well and should be added right before
serving for best flavour. Coriander seeds are the
dried fruit of the plant and are used a lot in Asian
cooking.

Dill has a light, distinctive flavour that is used in

salads, fish, egg, vegetables and meat dishes, sauces
Dill
and dressings. Add dill at the end of cooking
because it loses its flavour when heated. Use fresh
dill when you can since dry dill has little flavour.
Dill seed has a stronger flavour than the leaves, and
should be used early in cooking so the heat can bring
out the flavour. Add dill to Mustard Beet and Apple
Salad.

Lemongrass has a sour-lemon flavour and fragrance.

It is usually used to flavour teas and soups and is
Lemongrass
often found in Thai and Vietnamese cooking. To use
lemongrass, cut off the top and bottom, remove the
outer layers and the white base. Cut it in large pieces
to remove it easily after a dish is cooked. Dried
lemongrass is not a good substitute for fresh. Try it
in Khao Tom.

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Parsley is a slightly peppery, fresh-flavoured herb

used to season many different dishes, and is often
Parsley
used as a garnish. Look for flat leaf or Italian
parsley, which provides more flavour than curly
parsley. Dried parsley does not have the same
intense flavour, so use fresh whenever possible.
Parsley can also be a key ingredient in salads such
as in this Chicken Bulgur Salad.

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5.2.3 Spices Using in the Kitchen

What is spices?
A substance made from a plant, used to give a special flavour to food: Cinnamon, ginger, and
cloves are all spices. Spices are widely used in South Asian cooking.

Here are some common cooking spices you can find in many kitchens

Name Details Picture

Black Black pepper is a flowering vine in the
Peppercorns family Piperaceae, cultivated for its fruit,
which is usually dried and used as a spice and
seasoning. The fruit is a drupe which is about
5 mm in diameter, dark red, and contains a
stone which encloses a single pepper seed.
Cumin Cumin is a flowering plant in the family
Apiaceae, native to the Irano-Turanian
Region. Its seeds – each one contained within
a fruit, which is dried – are used in the
cuisines of many cultures in both whole and
ground form.
Turmeric Turmeric or Curcuma longa, is a flowering
plant in the ginger family Zingiberaceae. It is
a perennial, rhizomatous, herbaceous plant
native to the Indian subcontinent and
Southeast Asia that requires temperatures
between 20 and 30 °C and high annual
rainfall to thrive

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Cardamom Cardamom is an herb that is often used as a

spice in foods. The seeds and the oil from the
seeds are sometimes used to make medicine.
Cardamom contains chemicals that might
kill some bacteria, reduce swelling, and help
the immune system.
Oregano Oregano is a species of flowering plant in the
mint family Lamiaceae. It was native to the
Mediterranean region, but widely naturalised
elsewhere in the temperate Northern
Hemisphere. Oregano is a woody perennial
plant, growing 20–80 cm tall, with opposite
leaves 1–4 cm long.
Cinnamon Cinnamon (Cinnamomum verum), also
called Ceylon cinnamon, is a bushy
evergreen tree of the laurel family
(Lauraceae) and the spice derived from its
bark. The spice consists of the dried inner
bark and has a delicately fragrant aroma and
a warm sweet flavor.
Chili powder Chili powder is the dried, pulverized fruit of
one or more varieties of chili pepper,
sometimes with the addition of other spices.
It is used as a spice to add pungency and
flavor to culinary dishes. In American
English, the spelling is usually "chili"; in
British English, "chilli" is used consistently.

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5.2.4 Colour Coded Chopping Board

Red: use for raw meat

Yellow: use for poultry and other meat
Blue: use for raw fish and seafood
White: use for bread and bakery
Green: use for vegetables
Brown: use for cooked meat

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5.2.5 Cooking Temperature for Safety

POULTRY
Per the USDA, the safe cooking temperature for all poultry products is 165 F. For white meat,
you can remove the poultry from the heat at 160 F.
The temperature will continue to rise even after it is taken off of the heat, ideally to about 165 F.
White Meat
160 F, 71 C
Dark Meat
165 F, 75 C
Ground Poultry
165 F, 75 C

BEEF
The USDA states that 145 F with a 3-minute resting period is the safe minimum internal
temperature for most cuts of beef. However, because the level of doneness on a steak or a
hamburger, for example, is often a matter of personal preference, you will see that beef can be
cooked to a lower temperature if desired.
Rare
120 F, 40 C
Medium-Rare
130 F, 55 C
Medium
140 F, 60 C
Medium-Well
150 F, 65 C
Well-Done
155 F, 70 C
Ground Beef
160 F, 71 C

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PORK
Like beef, the minimum internal temperature for pork is 145 F.
The exception is ground pork, which the USDA says should be
cooked to 160 F.
Medium
145 F, 63 C
Well-Done
160 F, 71 C
Ground Pork
160 F, 71 C

LAMB
Again, the minimum internal temperature for lamb (not including ground lamb) according to the
USDA is 145 F. However, because the level of doneness is a matter of personal preference, lamb
can be cooked to a lower temperature. We don't recommend cooking lamb below 125 F.

Medium-Rare
125 F, 52 C
Medium
130 F, 55 C
Medium-Well
145 F, 63 C
Well-Done
150 F, 65 C
Ground Lamb
160 F, 71 C

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SEA FOOD

When it comes to cooking seafood, much of it has to do with how the fish looks.
You will know foods like shrimp, lobster, and scallops are done when the flesh is
white and opaque, while oysters and the like are ready once the shells open.
For fish with fins, aim for a minimum internal temperature of 145 F.

Fish With Fins

145 F (63 C) or cook until flesh is opaque and separates easily with a fork
Shrimp, Lobster, Crab, and Scallops
Cook until flesh is pearly or white, and opaque
Clams, Oysters, Mussels
Cook until shells open during cooking

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5.2.6 Stewarding

A Hotel Steward is a professional responsible for maintaining cleanliness and order in the kitchen
and dining areas of a hotel, ensuring proper sanitation and smooth functioning.

Responsibility of a steward boy

• Clean dish and pot

• Clean kitchen surface
• Maintaining cleaning chemical
• Load ice box
• Moping kitchen surface
• Washing kitchen equipment

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5.2.7 Cleaning Chemical

Cleaning chemicals are the substances usually in liquid form used to remove dirt including dusts,
stains, bad smells and clutter in solid surfaces. Some cleaning agents can kill bacteria and other
microbes and clean at the same time. Cleanliness is a basic need that a hotel must fulfill and
industrial cleaning agents are often the easiest, most efficient and economical option available .

Chemical Uses
Suma star use for dish and pot washing
Suma Range use for drying
Suma gril Use for hard spot
Suma back Special
Hand sanitizer Use for washing hand
Suma multi All purpose cleaning
D1 Use for shining
Suma glass Use for glass clean

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5.2.8 Eight Important Hygiene Rules for the Kitchen

1. Wash your hand before cooking

2. Always rinse kitchen utensils thoroughly
3. Pay attention to cleanliness and tidiness
4. Clean dishes and cutlery at high temperature
5. Store raw and cooked food separately
6. Note the cooling chain for frozen food
7. Always pay attention to the shelf life of food products
8. Keep pets out of the kitchen as much as possible

5.2.9 Eight Steps for Deep Cleaning Kitchen and Appliances

1. Gather Cleaning Supplies

2. Start by Dusting
3. Deep Clean Your Kitchen
4. Clean and Organize the Pantry
5. Deep Clean the Kitchen Sink and Drain
6. Wipe and Disinfect the Countertops
7. Vacuum and Mop The Floor
8. Add Your Finishing Touches.

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5.3.1 Some Machineries in Hotel Industry

floor cleaning machine Mop machine

Dish washing machine Slicing machine

Blending machine Gravy machine

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5.3.2 SWOT Analysis of Sheraton Dhaka

Strength:

• The biggest hotel in the main Banani super market has 241 rooms.

• Situated in the main point of Dhaka city.

• International standard accommodation facilities.

• A huge car parking area providing 300 vehicles parking.

• World-class swimming pool.

• Five world-class restaurants.

• 24-hour coffee shop.

• Well stocked bar with wide range of international liquors.

• Shopping complex.

• Bank branch inside the hotel premises.

• Running hot and cold water.

• Multimedia conference facility.

• Business center with broadband Internet facilities.

• Same day laundry service.

• World class Gym within Dhaka city, with Steam & Sauna.

• Doctor on call.

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Weaknesses:

The following weaknesses that I experienced throughout my internship are as follows

• Top Management does not have any hospitality and tourism based educational
background

• Lack of educated employees Most of the staff are not from a hospitality
background.

• Corporate base marketing policy

• Ignored Local market and no special marketing during off peak season 5. No
special marketing during off peak season

• Most of the time decisions come from STARWOOD head office.

• Dictatorship in top management.

• The chain of command is not exercised properly.

• Poor communication language.

• No accommodation facilities for all staffs

• The service culture is not developed

• Still now some projects remain Incomplete.

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Opportunities:

Sheraton Dhaka’ is the largest hotel in Dhaka city having 241 rooms. Moreover, it is
the market leader in the hotel industry of Bangladesh. Only a few developments are
needed. The noticeable opportunities that the hotel can meet in coming future are as
follows

• The proper training and orientation can improve services culture

• Can maximize foreign as well as local guest

• Local market can be targeted for restaurants and shopping complex.

• Introducing packages during the off-pick season.

• Can open a market for global tourism

• Can get maximum foreign guest

• Giving more emphasis on packages can maximize revenue.

• Can get maximum foreign guest

• Maximize revenue

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Threats:

The future is uncertain. Lots of opportunities are waiting for Sheraton Dhaka.’ Dhaka city
is getting the exposure and competitors are launching through. So, there are
some probabilities of threats. They are as follows

• Frequent changes of political environment

• Communicating facilities

• Management turnover is very high

• Main competitors could be Radisson, Pan Pacific Sonargaon.

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5.3.3 Survey and Analysis

Survey analysis of employees that helps to maintain guest satisfaction. I obtained survey
information from ten respondents in different levels. Sheraton Dhaka trained employees with
continuous learning that helps employees to become updated. After collecting data, I attempted to
analyze it to present it in an illustration format.
At first, I have collected data based on the employee’s duration of working on the hotel.

The illustration shows that 32% employees last more than 5 years and 13% for 3-5 years, 21% for
less than 6 months, 19% for 1 to 3 years and 13% for 3 to 5 years. Which shows good percent that
they like to stay here because they get facilities and recognition more often.

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Guest Satisfaction and Priority.

The illustration shows that 34% guests are satisfied to a great extend, 27% are moderately
satisfied,26% are exceptionally satisfied and 13% are satisfied to a small extend.There is no
unsatisfied guest.

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Appreciation of Employees.

The illustration shows that 65% employees are appricated very frequently,25% are
occasionally,5% are neutral to a great extend, 3% are rearly,2% are almost never appricated.

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Ensuring a Positive Customer Experience

The illustration shows that 60% employees are very important for ensuring positive customer
experience,15% are somewhat important, 10% are neutral,5% are somewhat unimportant and 10
% are very important.

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5.3.4 Findings

From my experience, I have learned valuable information which has helped me to understand
the role played by the food and beverage production department in hotel industry. The daily
activities as well as more complex tasks will be executed by this food production team.
The following are my understanding of this internship program:

• The environment is very friendly and accommodating for the

employees.

• Kitchen equipment’s are outdated.

• Lack of guidance from senior chef.

• This helped me to gain practical experience after my academic

knowledge.

• All associates of the production department are very helpful, they are
always there to help you in any way they can.

• Organization policies are de-motivating in some cases.

• Skilled staffs cannot be retained after their tenure.

• Guests are satisfied with the service.

• Shuttle services are available for everyone for late night shifts.

• Employees are treated well with the free food facilities.

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Chapter 06

Recommendations and Conclusions

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6.1 Recommendations

The recommendation portion of the report is formed based on the obtained findings. Due to my
limited understanding of the specific management policies that govern their organization. As an
astute professional in the field of hospitality, I would like to commend Hotel Sheraton Dhaka for
its unwavering dedication to delivering great service to its esteemed clientele. The whole
experience at this business is unquestionably praiseworthy. However, I would want to provide
specific recommendations aimed at improving visitor happiness and upholding high-quality
service in the food and beverage sector.

Enhance the capabilities of the food and beverage crew:

▪ Allocate resources towards ongoing training initiatives to improve the proficiency of F and B
staff, guaranteeing their readiness to manage diverse visitor engagements.

▪ Promote proactive problem-solving by granting personnel the authority to make immediate

judgments.
Enhancing Communication Skills: One potential strategy to increase verbal and non-verbal
communication skills among F and B staff during guest interactions while serving food is the
implementation of monthly communication seminars.

▪ Highlight the need of engaging in active listening to guarantee a comprehensive

understanding and efficient resolution of guest problems.

▪ Establish an Inviting Ambience: ⁰ Educate F and B personnel to cultivate a hospitable and

inviting ambiance upon guests' arrival in the operational kitchen. ⁰ Foster a proactive mindset
to anticipate guest requirements and surpass expectations in terms of service and hospitality.

▪ By prioritizing these suggestions, Hotel Sheraton Dhaka may enhance its standing as a
prominent provider of outstanding hospitality. It is posited that the implementation of these
changes will not just enhance visitor satisfaction, but also foster heightened loyalty and uphold
the long-term viability of the hotel.

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6.2 Conclusion

This comprehensive study examines the strategies for enhancing client happiness and promoting
sustainability in food and beverage operations. The primary objective is to explore, analyze, and
enhance the whole guest experience within the hospitality industry. This research article examines
the particular circumstances of Hotel Sheraton Dhaka, with the goal of understanding the
complexities of guaranteeing visitor contentment and providing high-quality service through
careful administration. This paper aims to present a comprehensive overview of the material
gathered during a three-month internship in the Food & Beverage department of Hotel Sheraton
Dhaka. This paper provides an overview of the fundamental operational activities within the Food
and Beverage (F&B) department, as well as strategies for ensuring client happiness and delivering
high-quality service. Working in this hotel in Dhaka is a valuable chance and experience for me.
During my internship, I get the opportunity to acquire practical information that differs from our
academic knowledge. I take great pride in being a trainee at such a prestigious organization. Upon
observing my theoretical expertise, the supervisor of the culinary department expressed admiration
for our university's educational system and felt a sense of honor to be a part of it. Additionally,
they wanted my gratitude to our esteemed faculty members. This research investigates the
observation that the Sheraton Dhaka hotel has a high level of proficiency in terms of staff
appearance responsiveness and food production skills.

In order to enhance overall client satisfaction and experience, it is imperative to make changes in
the areas of communication, timeliness of service delivery, and complaint processing.

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References

Ali, B. J., Gardi, B., Jabbar Othman, B., Ali Ahmed, S., Burhan Ismael, N., AbdallaHamza,
P., ...& Anwar, G. (2021). Hotel service quality: The impact of service quality on customer
satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3),
14-28

Alzoubi, H. M., Vij, M., Vij, A., &Hanaysha, J. R. (2021). What leads guests to satisfaction and
loyalty in UAE five-star hotels? AHP analysis to service quality dimensions. Enlightening
Tourism. A Pathmaking Journal, 11(1), 102-135.

Anwar, K., &Balcioglu, H. (2016). The relationship between transformational leadership

characteristics and effectiveness: A case study of construction companies in Erbil. International
Journal of Science Technology and Management, 5(2), 250-256.

LaškarinAžić, M. (2017).The impact of hotel employee satisfaction on hospitability

performance.Tourism and hospitality management, 23(1), 105-117.

Nunkoo, R., Teeroov engadum, V., Ringle, C. M., &Sunnassee, V. (2020). Service quality and
customer satisfaction: The moderating effects of hotel star rating. International Journal of
Hospitality Management, 91, 102414.

Phuong, T. T. K., & Tran, T. V. (2020). Job satisfaction, employee loyalty and job performance
in the hospitality industry: A moderated model. Asian Economic and Financial Review, 10(6),
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Ritchie, Brent W., Peter M. Burns, and Catherine A. Palmer, eds. 2005, Tourism research
methods: integrating theory with practice.

Google schooler (www.googleschooler.com)

Wikipedia (www.wikipedia.com)

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Appendices

Department of Tourism and Hospitality Management

Questionnaire for employees and guests on How hotel chains maintain sustainability and
guest satisfaction?

Name:

Department:

Job Title:

1. How long have you been working with the organization?

a) Less than 6 months
b) 6 months to 1 year
c) 1-3 years
d) 3-5 years
e) More than 5 years

2. How well do you believe the organization values and prioritizes guest satisfaction?
a) Not at all.
b) To a great extent.
c) Moderately
d) To a great extent.
e) To an exceptional extent

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3. How often do you receive recognition or appreciation for your efforts in delivering exceptional
guest service?
a) Almost never
b) Rarely
c) Neutral
d) Occasionally.
e) Very frequently.

4. How important do you think guest satisfaction is in ensuring a positive customer

experience?
a) Very unimportant
b) Somewhat unimportant
c) Neutral
d) Somewhat important
e) Very important.

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