American International University-Bangladesh (AIUB)

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

Supervised By:
Asif Parvez
Assistant Professor & Deputy Registrar

Submitted By:
MUSTAFIZ, KHALID

ID: 10-16531-2

Major- Human Resource Management

Date of Submission:

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 Affiliation Report on

Training and Development Activities at Pan Pacific Sonargaon Dhaka

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 Letter of Transmittal

Date:
To
Mr. R.T. Moudud
Director,
Office of Placement and Alumni
American International University- Bangladesh

Sub: Submission of Internship report on "Training and Development Activities at Pan Pacific
Sonargaon Dhaka"

Dear Sir,
With due respect and humble submission I would like to inform you that I am a student of
School of Business. It is indeed a great pleasure to have the opportunity to work on the
Internship report. I have got the opportunity to work on the Internship report according to your
instructions. The topic name is "Training and Development Activities at Pan Pacific Sonargaon
Dhaka" I will try my best to present all the things to make the report more informative and
supportive.

I shall be very grateful to you if you kindly give me permission to work on my internship report
on this topic.

Sincerely your
Student
MUSTAFIZ, KHALID
ID: 10-16531-2
Department: BBA
Major: Human Resource Management (HRM)

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 ACKNOWLEDGEMENT

First and foremost, I would be grateful to the Almighty Allah as I have successfully completed
this report within due time and for all the incidences I had to undergo while preparing this report.

The submission of this report is a very delightful instance for me. First of all I would like to
thank the almighty for giving me the strength, and the aptitude to complete the report. I am
deeply pleasing to all in the university and Pan Pacific Sonargaon Dhaka who have assisted me a
lot in completing the internship program and preparing the report on the assigned topic
" Training and Development Activities at Pan Pacific Sonargaon Dhaka" I also would like to
tender my heartfelt gratitude to the department of Human Resource Management (HRM), for
providing me an opportunity to accomplish the internship program and assigning me to realize its
importance and significance. No words can sufficiently express my gratitude to my supervising
teacher, Asif pervez, Faculty of business administration who was the driving force for me to
accomplish the whole internship report.

My sincere gratitude also goes to Mr Sharif Hossain Khan, Assistant Director (HCD)
Mr. Asaduzzaman, Manager,HCD and Ms. Khaleda Parvin Ruma Manager (Leaning and
Development) Human Capital and Development department of Pan Pacific Sonargaon Dhaka,
for giving me the excellent opportunity to acquire my practical knowledge. My special thanks
goes to Ms. Khaleda Parvin Ruma Manager (Leaning and Development) and Mr. Md Shamiul
Haque (Assistant Manager), Rakibur Rahman (Executive Officer), and all other employees of
Human Capital and Development department of Pan Pacific Sonargaon Dhaka who assist me a
lot by giving all the possible information of the Pan Pacific Sonargaon Dhaka which I required to
prepare this report.

At last I am expressing my sincere gratitude to all of the employees of Pan Pacific Sonargaon
Dhaka for their sincere cooperation to prepare this report. I am also thankful those employee who
gave interview from their valuable time and valuable information because of without their
friendly cooperation it was not fully possible for me to prepare a good and acceptable report.

Besides I am also grateful to the authors, researchers, and article writers who's Books, Reports,
and Journals have helped me to prepare my Internship Report successfully.

I want to thank them all from the core of my heart.

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

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

As a student of human resource management I also strongly focused on the Pan Pacific
Sonargaon Dhaka Human Capital and Development departments training and development
activities and found that its true that the succession of Pan Pacific Sonargaon Dhaka is strongly
depending on the service excellence of the associates.

At last I have tried to give some actions which might be helpful for the Human Capital and
Development department of Pan Pacific Sonargaon Dhaka which will promote the organization
forward.

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 Letter of Endorsement

The Internship Affiliation Report entitled Training and Development Activities at Pan Pacific
Sonargaon Dhaka has been submitted to the Office of Placement & Alumni, in partial fulfillment
of the requirements for the degree of Bachelor of Business Administration, Major in Human
Resource Management (HRM), Faculty of Business Administration on August 10, 2014 by
MUSTAFIZ, KHALID, ID: 10-16531-2, The report has been accepted and may be presented to
the Internship Defense Committee for evaluation.

(Any opinions, suggestions made in this report are entirely that of the author of the report. The
University does not condone nor reject any of these opinions or suggestions).

______________________

Asif Parvez
Internship Supervisor

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 Table of Contents

SL NO CONTENT PAGE

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 Chapter-1

INTRODUCTION

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 Affiliation Report on

Training and Development Activities at Pan Pacific Sonargaon

Dhaka

1.0 Introduction:-

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

1.1 Rationale for selecting the report:-

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

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

1.2 Historical background of Pan Pacific Sonargaon Dhaka:-

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

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Pan Pacific Hotels Group is a hotel subsidiary of Singapore listed UOL Group, one of Asias
largest hotel and property companies with a diversified portfolio of investment and development
properties. Headquartered in Singapore, Pan Pacific Hotels Group owns, manages and operates
over 37 hotels, resorts and serviced suites including those under development with over 10,000
rooms in Asia, Oceania and North America. The Group comprises two acclaimed brands: Pan
Pacific and PARKROYAL.

Pan Pacific Hotels and Resorts is a founding member of the Global Hotel Alliance, the worlds
largest alliance of independent hotel brands.

As part of Pan Pacific Hotels Group, we believe that corporate responsibility involves doing
what is right for our stakeholders. This entails building and ensuring meaningful relationships
with our associates, customers and guests as we continually engage the environment and
communities where we operate. Pan Pacific Hotels and Resorts has been recognised by Condé
Nast Traveler magazine as one of the top 25 best business hotel brands and companies
demonstrating social responsibility. Our hotels have also won esteemed accolades in the World
Travel Awards, AAA Four Diamond Award, Condé Nast Gold List and Readers Choice Awards.

(A) Capital structure of Pan Pacific Sonargaon Dhaka (As per year 2008-
2012)-

Particulars 2008 2012

Total Revenue $315m $373m
EBITDA $106m $113m
Earnings per share 9.65 cents 7.56 cents
Total Assets $1,006m $1,414m
Revenue per Share $130 $141

Shareholders funds $768m $924m

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 Return On Investment (ROI) 9.18% 11.23%
Return On Asset (ROA) 1.18% 1.77%
No. of Employees 898 924

(B) Mission, Purpose and Goal of Pan Pacific Sonargaon Dhaka:-

Mission:
Creating memorable hotel experiences...

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

Values:

1) We work better together because we collaborate, share, care about each other and
communicate openly with everyone.

2) We make our processes as simple and as uncomplicated as possible and take full
responsibility for our actions.

3) We have an "internal debate, external cohesion" culture with a can-do attitude and always
try to have fun.

4) We enhance our performance by always aiming higher and are not afraid of making the
tough decisions.

5) We respect and care for our wider community through being connected and sharing, we
also recognise and value diversity in every way.

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(C) Corporate objectives:

Pan Pacific Sonargaon Dhaka’s objectives are reflected in the following areas:
 Highly personalized service.
 Customer-driven focus.
 Total commitment to quality.
 Contribution in the economy.
 Quality of human resources.
 Commitment to its clients at each level.

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

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

(E) Products and Services:

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

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Rooms and Suites Celebrate Offers Facilities and Services

Rooms Venues Dinning Swimming Pools

Suits Banquet Meeting and Events Business Centre

Pan Pacific Club Service Health Club

(F) Decision making process:

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

 Modernization of process and operations to achieve higher service quality, customer

satisfaction and reduce the paper work.
 Recruit, develop and maintain top grade efficient associates.
 Maintain, enhance and protect brand image.
 Ensure convenient working and hotel experience for the associates and the customers.

(G) Correspondent Relationship:

Pan Pacific Sonargaon Dhaka established correspondent relationships with a number of foreign
brands. As a member of global hotels alliance 23 brands consist of 401 hotels around the world.

Anantara Hotels
Art Series Hotels

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

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

(H) Values considered as guiding factors:

All the activities and decisions of Pan Pacific Sonargaon Dhaka are based on, and guided by, these
values:

 Placing the interests of clients and customers first.

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

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

 Board of Director
 Executive Committee

(J) Organizational Hierarchy of Pan Pacific Sonargaon Dhaka:

General Manager

Director of Director of Director of

Director of Front office Director of
Finance Sales Technical
Human Capital Manager Restaurant
&Marketing service
and Bars and
Development Event
Manager Deputy
Revenue
Purchase Chief
Manager Assistant
Engineer
FOM Chief of
Manager Security
Manager
Cost
Engineering &
Control Telephone
Maintenance Manager
Manager
Security
Manager
Credit
Executive
Supervisor
Housekeeper
Senior
Manager
Catering

Medical
HCD
Manager Officer
Manager
Training
Manager Manager
House Laundry Assistant Assistant HCD
keeping Manager Manager coordinator
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Training
1.3 Special features of Pan Pacific Sonargaon Dhaka:-
There are so many reasons behind the better performance of Pan Pacific Sonargaon Dhaka than
any other newly established banks:

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

1.4 Objectives of the report:-

There are two types of objectives behind my work and these are as follows:

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 Broad Objectives:-

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

Specific Objectives:-
 To understand the importance of hospitality management in Bangladesh.
 To present an overview of Pan Pacific Sonargaon Dhaka.
 To make a bridge between the theoretical and practical knowledge.
 To understand the activities of Human Capital and Development department.
 To understand training and development activities of Human Capital and Development
department.
 To be familiar with the other departments of Pan Pacific Sonargaon Dhaka.
 To identify problems of Human Capital and Development department.
 To provide suggestions for the development of Human Capital and Development department.

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 Chapter-2
ACTIVITIES UNDERTAKEN

2.0 Work Related:

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

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

2.1Responsibilities and duties of Human Capital and Development

department of Pan Pacific Sonargaon Dhaka:
I worked under the Human Capital and Development departments and found that they are mainly
working as a mediator of the Central Human Capital and Development in Singapore corporate of
Pan Pacific Hotels Group. They are implementing the Standard Operating Procedure (SOP)
developed, upgraded or procedures changed by the recent demand of Pan Pacific Hotels Group.
Beside this all the necessary Human Resource management activities are carried out by the
Human Capital and Development department. During my internship period myself was deeply
connected with the relevant task was given to Human Capital and Development department and
strongly tried to acquire knowledge, skill, ability to conduct this kind of task in near future.
Key Responsibilities and Duties Human Capital and Development are
 Recruitment and Selection of new associates
 Orientation of new associates
 Orientation of current associates as per need basis
 To cope with the policy and change of corporate of Pan Pacific Hotels Group
 Work for the Internal Value Creation (IVC)
 Conducting Training Need Assessment (TNA).
 Prepare Training Calendar for the Company.
 Organize and conducts In-house training programs.
 Facilitate training in local and foreign institutions.
 Provide logistic support to company workshops, seminars, conferences.
 Prepare Training Calendar for the Company.
 Maintain and update training database.
 Prepare HR Development related reports, training agreements, auditing, etc.
 Associates Master file

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  Associates man power budgeting
 Legal Compliance
 Evaluates the effectiveness of training programs.

2.2 Training and development department of Human Capital and

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

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

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

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

Objective of Training and Development at Pan Pacific Sonargaon Dhaka

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Needs result in training and development objective, which should state the desired behavior and
the condition under which it is to occur. These stated objectives then become standards against
which individual performance and the program can measured.

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

Training Conducted by Human Capital and Development:

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The Human Capital and Development department directly conduct any training. Following
responsibilities regarding training:

 Selection of trainees: Human Capital and Development department asks for names from
respective departments for training. On receiving the names, the department prepares the
final list of trainees and intimates it to the training wing and respective departments for
the timely release of the trainees.
 Process for conducting training: training is not a one sort term affair, rather it is a step
by step process that will complete only after successful completion of given sequential
activities.

 Arrange training within the country: in term of necessity, Pan Pacific Sonargaon
Dhaka sends its associates for training conducted by competent outside organizations.
These trainings are coordinated by the Human Capital and Development Department.
 Training Record Maintenance: Records of all trainings by the associates are
maintained by the Human Capital and Development Department in associates master file.
 Developing training monthly calendar: Human Capital and Development department
has to prepare 12 times training calendar in a year.

Process for conducting training:

2. Establish 3. Select 6.Measuring

1. Identifying 4. Implement 5. Evaluate
Specific Appropriate Effectiveness
Training Needs Programs Program
Objectives Methods of Training

Identifying Training Needs:

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

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

The training need is assessed on the following basis:

 Training need as identified by the Manager and Director in the specified section of
the associate performance appraisal format.
 Training need identified from the associates key performance objective (KPO)

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

Training for each

associate Prioritize Training
Identification of for each associate
Training Needs

HR Development
Recommendations by Managers Training Recommendation
provided to the
associates
Listings of Some Identification of
Training by Managers Right Training for
Right associate

Submission of
Proposal through Proactive Approach
Approval of Supervisor
applied Form to HCD

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Selecting the appropriate methods:

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

2.4 Types of Training: There are various methods of training. Trainers need to understand the
pros & cons of each method also its impact on trainees keeping their background and skill in
mind before giving the training.

1) Training for new associates

2) Training for the non management associates
3) Training for the management associates

Training for new associates:

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

 Pan Pacific Sonargaon Dhaka history, vision, purpose, values

 Job related training and job responsibilities in the Pan Pacific Sonargaon Dhaka.

26
  Pan Pacific Sonargaon Dhakas number of department, and how the department helps
fulfill the mission of the company, how inter department works , how they co ordinates
their work, associates grooming season for each and every single member of Pan Pacific
Sonargaon Dhaka.
 House rules, regulations, standard operationg procedure (SOP)
 Personnel rules and regulations.

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

List of Training for the non management associates:

Off-the- job training

1. Informal learning: It is often spontaneous and creative. Especially for the restaurant, bars and
events (RB&E) department of Pan Pacific Sonargaon Dhaka. Associates of Pan Pacific
Sonargaon Dhaka should not underestimate the importance or value of informal training. Surveys
form the American Society for Training and Development estimate that as much as 80% of what
employees learn on the job they learn not through formal training programs but through informal
means, including performing their jobs on a dally basis in collaboration with their colleagues.

2. Job instruction training: structured , Step by step structured on the job training method in
which a trainer prepares a trainee with an overview of the job, its purpose, and the results
desired, demonstrates the task or the skill to the trainee, allows the trainee to mimic the
demonstration on his or her own and follows up to provide feedback and help.

3. Lectures: refers to the policies and procedures of Pan Pacific Sonargaon Dhaka designed to
equip prospective teachers with the knowledge, attitudes, behaviors and skills they require to
perform their tasks effectively

4. Audiovisual based training: Recent technologies of Pan Pacific Sonargaon Dhaka have
allowed trainers to stream audio over the Internet facility for trainees to download necessary
documents. Audiovisual based training techniques like, PowerPoint's, video conferencing,
audiotapes, and videotapes can be very effective and are widely used in Pan Pacific Sonargaon
Dhaka.

27
5. Behavior modeling: associates training in which they are encouraged to act and respond as
their specified role models do in similar situations. This type of training is eagerly need for the
Pan Pacific Sonargaon Dhaka because it is highly customer service based.

6. Case study: various case study analysis for the better understanding of the service. Case study
method helps students to learn on their own by independent thinking. A set of data or some
descriptive materials are given to the participants asking them to analyze, identify the problems
and also solutions for the case.

7. Need based language courses: according to the need the associates are given language
training on English, French, and Spanish etc.

8. Safety Related Training: Safety issue is very important for the Pan Pacific Sonargaon Dhaka.

 Fire prevention and safety training: This training is compulsory for all the associates of
the Pan Pacific Sonargaon Dhaka. Theoretical training is followed by real life scenario
fire fighting exercise. It also includes equipment shut down and evacuation procedures.
 Emergency procedure training: this training includes practical training related to
machinery failure, fire, electricity failure the property operation maintenance energy cost
(POMEC) department get special training and other department gets minimum level of
training in case of emergency.

9. Hygiene and cleanliness training: Pan Pacific Sonargaon Dhaka is always customer focued,
they highly emphasize on the health safety of her customers so the associates gets special
training for their hyginical life and well as the environment of the Pan Pacific Sonargaon Dhaka.

On-the-job training

1. Job rotation: Job rotation means moving management trainees from department to
department to broaden their understanding of all parts of all parts of the business and to test their
abilities.Trainees gain perspective on various areas of Pan Pacific Sonargaon Dhaka. This
provides an opportunity to work with higher management and different departments.

2. Coaching: is a training or development process via which an individual is supported while

achieving a specific personal or professional competence result or goal. Normally, the
understudy relieves the executive of certain responsibilities, giving the trainee a chance to learn
the job.

28
3. Action learning: is an approach to solving real problems that involves taking action and
reflecting upon the results. The learning that results helps improve the problem solving process
as well as the solutions the team develops. Carefully selected teams of five to 25 members;
assigning the teams real world business problems that extend beyond their usual areas of
expertise and structured learning through coaching and feedback.

4. Apprenticeship training: Apprenticeship training provides access to well paying jobs that
demand a high level of skill, judgments and creativity. Apprentices are paid while gaining work
experience, and their wages increase with their level of skill. At Pan Pacific Sonargaon Dhaka
Apprenticeship training is a structured process which people become killed workers through a
combination of classroom Instruction and on-the job training. It is widely to train individuals for
many occupations. It traditionally involves having the learner or apprentice study under the
tutelage of a master craftsperson.

5. E-learning: Training programmers delivered via intranet are now recognized as the most cost
effective route. It is not only cost effective but also caters to the real time information needs of
associates. However, it involves convergence of several technologies, like, hardware, software,
web designing and authoring, instructional design, multimedia design, telecommunications and
finally internet, intranet, extranet network management. Organization can outsource e-learning
training modules at relatively cheaper rate. Even though training through e-learning is globally
increasing, we do not have adequate empirical evidence to justify this.

Training for the management associates:

Pan Pacific Sonargaon Dhaka s working environment requires associates to be skilled in
performing complex tasks in an efficient, cost effective, and safe manner. Training is needed
when employees are not performing up to a certain standard or at an expected level of
performance. The difference between actual the actual level of job performance and the expected
level of job performance indicates a need for training. Beside this sometimes the training also
takes place for the development purpose. This is mainly off-the- job training conducted by the
Pan Pacific Sonargaon Dhaka.

1. Leadership: this training of Pan Pacific Sonargaon Dhaka aims to help management
associates in leadership positions, or those aspiring to lead, to develop practical strategies for
establishing, promoting and sustaining change in Pan Pacific Sonargaon Dhaka.

29
2.Leading Strategic Change: this program focuses on developing the fundamental skills
required to lead strategic change in Pan Pacific Sonargaon Dhaka by looking at ways to clarify
the need for change, examining the barriers and identifying frameworks for implementing
successful change.

3. Customers psychology training: this advanced training is to understand the customers

demand very deeply. This can be recognized as putting my legs on the other shoes to understand
exactly what exactly other people actually feel.

4. Management development training: management development training of Pan Pacific

Sonargaon Dhaka focused on developing managerial excellence. Driven by thought leaders and
positioned, tested and implemented against the needs of the market and their customers, their
trainer provides leading edge management.

5. Special training for the trainers: those associates are directly responsible for the training and
development of the other associates they gets special training.These types of training are often
off-the-job training. Under a particular training institute they get that kind of training which are
mainly cost management, project management, risk management, sale and marketing operations
management training.

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

7. Opera PMS (property management system) training: the associates gets adequate training
on the opera PMS to maintain the record of the property, assets liabilities, records of the guest,
track reports. It also enables the associates to handling reservations, checking guests in and out,
assigning rooms and managing room inventory, accommodating the needs of in-house guests,
and handling accounting and billing. The property management software is configurable to each
property’s specific requirements and operates in either single-property or multi-property mode,
with all properties in an enterprise sharing a single database.

30
Methods of development: Some development of individuals abilities can take place on the
job. We will review several methods, three popular on-the-job techniques of the Pan Pacific
Sonargaon Dhaka conducted by the Human Capital and Development department.

1) Job rotation

2) Assistant to position

3) Committee assignments

And four off-the- jobs methods:

1) Lecturer courses and seminars

2) Overseas Training

3) Simulation exercise

4) Outdoor training.

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

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

31
3. Committee Assignment: Committee assignments can provide an opportunity for the
associates to share decision making, to learn by watching others, and to investigate specific job
related problems. When committees are of a temporary nature, they often take on task force
activities designed to develop into a particular problem, certain alternative solutions, and make a
recommendation for implementing a solution. These temporary assignments can be both
interesting and rewarding to the employee's growth. Appointment of permanent committee
increase the associates exposure to other members of the Pan Pacific Sonargaon Dhaka, broadens
his or her understanding, and provides an opportunity to grow a make recommendation under the
scrutiny of other committee members.

Off-the-job training

In addition off-the-job techniques described above, I will briefly discuss four of the more popular
ones: lecture courses and seminars, simulations, and outdoor training.

1) Lecture course and seminars: Traditional forms of instruction revolved around formal
lecture courses and seminars. These offered an opportunity for individuals to acquire knowledge
and develop their conceptual and analytical abilities. For many organizations, they were offered
in house by the Pan Pacific Sonargaon Dhaka itself, through outside vendors, or both.

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

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

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

32
place in foreign country Pan Pacific Hotels in Malaysia, Singapore, and Indonesia. Management
trainings for high officials are also carried out in renowned training institute of different foreign
countries. In the case of overseas training, finance has to be given 60 days time training fee has
to be reimbursed by the Pan Pacific Sonargaon Dhaka. Pan Pacific Sonargaon Dhaka carries out
the following tasks regarding the overseas training:

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

3) Simulations: Simulations are probably ever more popular for the associates development at.
The more widely used simulation exercises include case studies, decision games, and role plays.

The case study analysis approach to employee development was popularized at the Harvard
Graduate School of business. Taken from the experiences of organization, these causes represent
attempts to describe, as accurately as possible, real problem that managers have faced. Trainees
study the case to determine problem, analyze causes, develop alternative solutions, select what
they believe to be the best solution, and implement it.

Case studies can provide stimulating discussions among participants, as well as excellent
opportunities for individual to defend their analytical and judgmental abilities. It appears to be a
rather effective method for improving decision-making abilities within the constraints of limited
information.

Simulated decision games and role playing exercises put individuals in the role of acting out
supervisory problem. Simulations, frequently played on a computer program, provide
opportunities for individuals to make decisions and to witness the implications of their decisions
on other segments of the organization.

Role playing allows the participants to act out problems and to deal with real people. Participants
are assigned roles and are ask to react to one another as they would have to do in the managerial
jobs.

33
4) Outdoor Training: Outdoor training typically involves some major emotional and physical
challenge. The purpose of such training is to see how employees react to the difficulties that
nature presents to them. Do the face these dangers alone? Or are they controlled and successful
in achieve their goals? The reality is that todays business environment does not permit associates
stand alone. This has reinforced the importance of working closely with one another, building
trusting relationship, and succeeding as a member of a group.

Measuring the effectiveness of training:

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

Performance rating system:

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

34
  Meet expectation: Performance consistently meets the requirements of the position,
maintains acceptable performance standard, meets objectives and demonstrates desired
performance level, clearly meets all requirements and standards.
 Partially meet expectation: Performance requires improvement in some of the areas
partially meets job requirements, some gap in achieving desired output, needs further
improvements and training need in some areas.
 Does not meet expectation: Inadequate performance, does not meet job requirements,
quality of output significantly below standard, performance extremely unsatisfactory,
needs to resolve performance gaps and problems immediately, fails to meet job
requirements, whose performance is clearly below the minimum requirements and
standards of the job.

Performance rating outcomes:

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

Training Calendar:

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

35
Training Record Keeping:

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

Benefits of Training & Development:

Optimum Utilization of Human Resources – Training and Development helps in optimizing
the utilization of human resource that further helps the associates to achieve the their goals as
well as their individual goals.

Development of Human Resources – Training and Development helps to provide an

opportunity and broad structure for the development of human resources technical and
behavioral skills in Pan Pacific Sonargaon Dhaka. It also helps the associates in attaining
personal growth.

Development of skills of associates – Training and Development helps in increasing the job
knowledge and skills of associates at each level. It helps to expand the horizons of human
intellect and an overall personality of the associates.

Productivity – Training and Development helps in increasing the productivity of the associates
that helps the Pan Pacific Sonargaon Dhaka further to achieve its long term goal.

Team spirit – Training and Development helps in inculcating the sense of team work, team
spirit, and inter team collaborations.

36
Pan Pacific Sonargaon Dhaka Culture – Training and Development helps to develop and
improve the Pan Pacific Sonargaon Dhakas culture and effectiveness. It helps in creating the
learning culture within the Pan Pacific Sonargaon Dhaka.

Working environment of Pan Pacific Sonargaon Dhaka – Training and Development helps
building the positive perception and feeling about the Pan Pacific Sonargaon Dhaka. The
associates get these feelings from leaders, subordinates, and peers.

Quality – Training and Development helps in improving upon the quality of work and work life.

Healthy working environment – Training and Development helps in creating the healthy
working environment. It helps to build good associates, relationship so that individual goals align
with Pan Pacific Sonargaon Dhakas goal.

Health and Safety – Training and Development helps in improving the health and safety of the
Pan Pacific Sonargaon Dhaka thus preventing obsolescence.

Morale – Training and Development helps in improving the morale of the work force.

Image – Training and Development helps in creating a better image.

Profitability – Training and Development leads to improved profitability and more positive
attitudes towards profit orientation.

Training and Development aids in organizational development i.e. Organization gets more
effective decision making and problem solving. It helps in understanding and carrying out
organizational policies.

Training and Development helps in developing leadership skills, motivation, loyalty, better
attitudes, and other aspects that successful workers and managers usually display.

Benefits for associates:

 The opportunity for promotion and self-improvement;

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

37
Role of Training:

Working Environment

Changes and
Challenges

Training and
Devepment

Service Exellence

Increase in performance and satisfaction level after training:

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

38
From the above data, it has been found that associates of Pan Pacific Sonargaon Dhaka are very
much satisfied about training and development process provided by Pan Pacific Sonargaon
Dhaka. Human Capital and Development department always evaluate performance through
observation, work output, strength and then reward associates according to their excellent
performance. They select and reward associate on the basis of month and sometimes quarterly

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

700
626
600 560

500 477

389
400

300 244

200

100

0
2010 2011 2012 2013 2014

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

39
 Chapter-3
OBSERVATIONS AND PROPOSED
COURSE OF ACTION FOR
IMPROVEMENT

40
3.1 Observations at Pan Pacific Sonargaon Dhaka:
1. After the establishment of the infrastructure of the Pan Pacific Sonargaon Dhaka there have
not been any major renovation taken place.
2. The guests of different age of people seek the hotel services from the young people rather than
the old people. But at the Pan Pacific Sonargaon Dhaka there is many old people whom gives
their best services to the guest because according to the policy of the government and as per
labour law Bangladesh 2006 normal retirement age is sixty.
3. There is a strong job security is ensured for the associates of the Pan Pacific Sonargaon
Dhaka. But here this strong job security creates violation of the rules, regulation and standing
procedures.

3.2 Actions to be taken for improvement:

1. The management of Pan Pacific Sonargaon Dhaka must emphasis on the renovation of the
infrastructure of the hotel. They need to negotiate with the proper reason and reduce the
constraints on the way of renovation.

2. The pre budget is effective system to control the purchase but if there is a provision for the
immediate action of purchase in case of emergency the effective system will transformed to
efficient level.

3. The number of associates of the learning and development section of Human Capital and
Development department increment will give them proper efficiency.

4. If the performance appraisal of the non management has to be taken by the supervisor then the
supervisor must be acquainted with the proper appraisal system. At that point special training
must be given to the supervisor.

5. Pan Pacific Sonargaon Dhaka may arrange a set of work during their internship period so that
the duties and responsibilities will be concise and evaluation will be easier.

3.3 Academic preparation:-

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

41
to have broad knowledge about real life picture, besides this BBA program covers the purpose of
carrying out job in all sectors of business.

Things which were matched by my academic preparation during my internship in Human Capital
and Development department of Pan Pacific Sonargaon Dhaka I worked for.

3.3.1 Business Communication: This course helped to know the business letter writing and
some other corporate communication techniques.
3.3.2 Training and Development: training and development course helped me a lot to
understand the training process, training types & development process, how to keep record of the
training, training needs assessment (TNA).

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

42
.

Chapter-4

LESSONS LEARNED FROM THE

INTERNSHIP PROGRAM

4.1 Implications of organization/company:-

As part of the BBA program completion, American International University, Bangladesh send
its students to different foreign and local organization for 8 weeks as an intern, so that they can
earn knowledge about the organizational culture, nature of responsibilities, discipline and
organizational environment. As I did my internship in Human Capital and Development
department of Pan Pacific Sonargaon Dhaka last one and half month of my internship period,
which helped me a lot to learn about the overall idea of foreign trade activities and increases my
knowledge. I have learned the followings from my internship program –

4.1.1 Corporate Behavior:-

Corporate behavior and style is different than the regular day to day behaviors. When I talk to
officers or to anybody in office I maintained the corporate behavior.

4.1.2 Taking Responsibilities:-

Pan Pacific Sonargaon Dhaka has provided knowledge that how to take responsibilities in
hospitality management. Here I personally saw the associate people with their responsibilities
every day. My confidence level has gone up than I expected by spending this short period of time
at Pan Pacific Sonargaon Dhaka.

4.1.3 Gather Experience:-

43
I do feel that my experience in Pan Pacific Sonargaon Dhaka is something very much effective
that boost up my confidence. Seniors at this place has always been very helpful to provide
enough guidance to improve hospitality management.

4.1.4 Discipline:
Discipline maintaining at Pan Pacific Sonargaon Dhaka is a key thing. Besides hard working
capability this company highlights every individuals discipline level separately. So far I have
maintained myself well here, for example – I always maintain my office timing, official attire of
Pan Pacific Sonargaon Dhaka.

4.1.5 Initiative:
Pan Pacific Sonargaon Dhaka always appreciate take initiative for work challenge and help
those with all resources for achieving their goals. I have learned way of working from my
seniors and now I have confident enough to take initiatives before others.

4.1.6 Hotel Generic: I have done my internship period for last two months. During this time the
respective my official seniors gave me a lot of instruction regarding hotel generic. That can be
address as how to talk to the guest with showing proper respect according to the hotels standard.
How to take the action when the guest ask for something.

4.2 Implications to University’s internship program:

If I require to say anything about internship program, it is really necessary for any graduating
student because after the graduation he/she must join a company or will do business and before
doing that he/she must need some sort of experience about internship program introducing to
understand about organizational culture, corporate culture as well as the standard. By the taking
internship students gather the practical knowledge organizational activities and operations. So
AIUB promoted to do internship for the students and it’s a great opportunity to prove anyone as
a good student of AIUB by preparing a good internship report to do intern in a good reputed
organization. So AIUB should implicate some effective steps for the B.B.A students like-

 Business trips on various organizations can be arranged for Business students, it is not
really easy to take all the students at a very same time but trip for once in the whole BBA
program is manageable.

44
  Some duplicate copy of internship report can be distributed to the students from where
they can take some idea, which will help them at time of internship period.
 Arranging some effective workshop program would be the better option.
 Seminar and internship clinic should be taken place by the efficient advisors so that the
students will be able to take massive knowledge about it.

4.3 Others:-

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

45
 Chapter-5

CONCLUDING STATEMENTS

46
5.1 Recommendation for Human Capital and Development department of Pan
Pacific Sonargaon Dhaka:-

The closing notes on the above mentioned topic, its negotiations, study and assessment are as
follows will recommendations-

1. Human Capital and Development department might recruit more associates and distribute their
work among so that the present job responsibilities will be reduced to an individuals and
recuiting qualified people will give them the efficient level of work.

2. Human Capital and Development department may use latest Human Resouce software to keep
record of the master file of the associates.

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

Analysis
Training Needs
Key performance
objective (KPO)
Trigger Resources
Environment
Identify
Actual Organizational
Performance
Performance (AOP) <
Discrepancy (PD)
Expected Organizational
Operational Analysis PD = EP – AP
Performance (EOP)
Expected And
Performance (EP) Causes of PD

Person Analysis
Actual Non Training
Performance (AP) Needs

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

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 Chapter-6
Suggestions for Improvement

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6.1 Recommendations for future strategic actions:-

On the process of collecting, gathering, synchronizing and preparing this affiliation report and
passing three months in Pan Pacific Sonargaon Dhaka. I have found so many good things and
some problem as well as of both Pan Pacific Sonargaon Dhaka and University. There are certain
constraints regarding the studies and my recommendations are given below:

 They have to change their existing strategy because it is very much traditional strategy.
 They need to have sufficient regulatory and supervisory frameworks, which are lacking
in their services.
 The associates in Pan Pacific Sonargaon Dhaka are so much busy in their responsible
fields, they could hardly provide little time to discuss with internee. They should be more
attentive and give more time. The associates should be more attentive to the internees so
that we can learn properly.
 Pan Pacific Sonargaon Dhaka has software like HR ultimus developed by leads
management software. While most of the five star hotels have strong management
software like Kronos Workforce Ready, HRM DIRECT. If their HR department gets
latest HR management software they will become more effective then we will be able to
collect the information easily.

 In the modern world hotels are now introducing various kinds of services, which attract
different types of target customers. Pan Pacific Sonargaon Dhaka should diversify its
services and add new features in its services so that it can attract customers from all
groups of people. Pan Pacific Sonargaon Dhaka should be innovative in developing new
services, which will attract customers and also reduces cost.
 Emphasis will be placed on productivity improvement, global project management, E-
Business, modern technology based management systems and world class
knowledge management.

I think the management should recruit few more people at Human Capital and Development
as I have seen from my practical experience that associates work for a long time for any
service. Only six concerned official and one assistant director is doing their best to meet the
requirements of the other departments associates as well as the guests.

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Reference:

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