An Analysis on Business Centre Management of ‘Pan Pacific Sonargaon Dhaka’

Abstract

Pan Pacific Sonargaon Dhaka a premier five-star establishment located at 107 Kazi Nazrul Islam Avenue, Kawran Bazar in the heart of Dhaka, Bangladesh vibrant city center. Pan Pacific Sonargaon is a majestical and enriched historical hotel in Dhaka established in 1981 and is one of the oldest luxury hotels in Bangladesh. It is government-owned hotel under a holding company known as HOTELS INTERNATIONAL LIMITED operated under CIVIL AVIATION & TOURISM MINISTRY and partnership with Pan Pacific Hotels & Resorts head office situated in Singapore, featuring upscale amenities such as multiple restaurants, conference facilities, a business center, and a 24-hour front desk. In a five-star hotel, the front office department plays a pivotal role: it is the initial point of contact for guests and sets the tone for the entire stay. Front desk associates, receptionists and the whole team are responsible for greeting guests, processing arrivals and departures, managing reservations, providing information, and coordinating with other departments to meet guest needs. These tasks, extending beyond mere paperwork, are critical for creating positive first and last impressions and for upholding the high standards expected in luxury hospitality which has an upscale brand value. Tasks here go beyond paperwork—staff are responsible for arrivals and departures, managing reservations, giving information, and ensuring smooth coordination between departments, all vital for upholding the hotel’s deluxe brand. The goal of this internship report is to present a comprehensive, hands-on account of guest handling, check-in and check-out procedures, and the daily operations of the front office, offering insights not only from theory but also real-world practice.