Operation Procedures of the Reservation Department of Hotel InterContinental Dhaka

Abstract

This study intends to understand the complex procedures of the hotel, with a specific focus on the reservation department of InterContinental Dhaka. This paper also demonstrates the organization chart of the hotel. A SWOT analysis is included to deliver a perspective of the hotel’s strengths, weaknesses, opportunities, and threats. The objective of this study is to provide an exact summary of the complex activities of the reservation system, such as Opera PMS. To serve this purpose, this study focuses on the department to visualize how reservation activities play a crucial role in the case of guest satisfaction. In addition, this study also discusses reservation sales agent tasks as well as duties that reflect the completion of a student internship journey, and the knowledge and experiences earned during this period have especially contributed to a student’s professional development and enthusiasm for a career in the hospitality industry.