An Internship Report on

Front Office at Terminal Inn Hotel & Apartment

By Edar, Doha Qatar

in the partial fulfillment of the requirement for the degree of

Bachelors of Hotel Management (BHM)

Submitted to Office of the Dean

Faculty of Management
Pokhara University

Amrita KC

Medhavi College
PU Registration Number: ……
PU Roll Number: …….
Shankhamul, Kathmandu
 DECLARATION

I hereby declare that the intern report on “Terminal Inn” submitted is my original work and
the project report has not formed the basis for the accord of any diploma or degree and it does
not breach any existing copyright act.

.………………………
Amrita KC

Roll No:
BHM 7th Semester
Pokhara University
Medhavi College
 Medhavi College

Affiliated to Pokhara University

LETTER OF APPROVAL

This is to certify that the Internship Report on “Terminal Inn” is submitted for the partial
requirement for award of the degree of Bachelors in Hotel Management from Pokhara University.
This Report is a record of practical internship carried out by Ms. Amrita KC [PU Reg No. …….]
under my supervision is accepted in term of quality and forms. No part of the Internship Report
has been submitted for any degree, diploma, title, or recognition before.
She is permitted to submit the Internship Report.

…………………

Jaya Ram Khanal

(Principal)
 ACKNOWLEDGEMENT

This report is the assurance of my internship in Terminal Inn, Doha Qatar. This report is my
own activities and experience gathered during my internship.

I would like to express my deep gratitude to Mr. Jay Ram Khanal and Mr. Prakash Adhikari who
assisted with their valuable suggestions and numerous ideas with valuable time while preparing
this internship report. This internship report has highly helped me to gain knowledge of the
hospitality industry. I am indebted to our coordinator Mr. Prakash Adhikari and the whole
Medhavi College family for the great opportunity to experience this type of practical and
necessary work which will be beneficial in my future career.

Also, I would like to thank our Director Manager of Front Office Mr. ………. and Asst. Training
Manager Ms. ………of the Hotel for giving me the great chance to carry on my bachelor level
internship in Terminal Inn, Doha Qatar. Similarly, I would like to thank all the department heads
for giving me the great chance of getting hands-on experience in working in the different
departments of the hotel. My grateful thanks go to the entire Management Team and Human
Resource Management of the Hotel.

Finally, I would like to express my sincere thanks to all who helped me by their valuable guidance,
inspiration, constructive comments and moral support throughout my research period of my
internship report.

Sincerely,

Amrita KC
PU Exam Roll No:……
 ABBREVIATIONS
BHM: Bachelor in Hotel Management
PU: Pokhara University
FO: Front Office
HK: Housekeeping
F&B: Food and Beverage services
HR: Human Resources
A. Midterm Internship Report
Table Of Contents
Table Of Content
vi. Organizational Profile:

1. Introduction of the Organization

Located in the heart of Doha capital city, Hotel with apartment which provide services to the
traveler and business man. One of the best local chain hotel run by Edar Hotels Management. It’s
a 1Bhk with different facilities. Ideally situated in Al Kharaib Street in Doha in 2.4 km from the
center 4 stars Terminal Inn Airport Hotel & Apartment.

Figure 1:- Terminal Inn Airport Hotel and Apartments, Doha Qatar
Terminal Inn company have 4 properties:-

 Terminal Inn Mansoura

 Terminal Inn City Center
 Terminal Inn Mansureb
 Terminal Inn Hotel & Apartment

Terminal Inn Hotel and Apartment is a hotel which provide accommodation to the guest who
wish to stay longer or for short stay too. This hotel have 70 rooms which are fully furnished
1BHK i.e. including kitchen hall & bedroom. This hotel include various types of rooms:-
 Junior Suite Room
 Superior Suite Room
 Deluxe Suite Room

Terminal inn Airport hotel & apartment is accommodation which provide different facilities to
the guest that are swimming pools and gym separate for male & female. Guests with recreation
in mind can access Bodylines Fitness & Wellness Club, exercise in the fully equipped gym or
take a dip with a view in the rooftop swimming pool . Terminal Inn airport hotel have different
categories room which are some of them are with balcony city view and some of them are back
view without balcony.

Figure 2:- Location Map of Terminal Inn Hotel and Apartment, Doha Qatar
 2. Organization Vision, Value and Brand Promises
Terminal Inn Hotel & Apartment Values
Long term
We are committed to creating and nurturing lifelong relationships with our owners and partners,
colleagues, and guests. We are focused on delivering moments that will be remembered for years
to come.
Innovative
We acknowledge that each one of our owners and partners, colleagues, and guest is different. We
respond accordingly by striving to create new ways to meet their individual needs.
Friendly
We share a passion to serve and provide an experience that is genuine and above all friendly. We
always have time for our owners and partners, colleagues, and guest, as we would do for a
friend.
Ethical
We always treat our owners and partners, colleagues and guests with the utmost respect. We act
with integrity every day, in each moment, in every way.
Vision of Terminal Inn Hotel & Apartment
To be the Leading Hospitality Management Company recognized for its unique blend of world-
class standards with genuine hospitality and for its truly treasured experiences provided for
guests, colleagues and owners.

Brand Promises of Terminal Inn Hotel & Apartment

Treasured Time
In today’s busy, pressured world, time is our most precious commodity. How and
with whom we choose to spend it is perhaps one of the most important decisions
we make in our lives. At Terminal Inn, we have chosen to acknowledge this fact by
embracing the challenge of making all time spent with us, Treasured Time. This
means that we pledge to understand and meet the individual needs of all who we
deal with. In so doing, we strive to continually build long-term relationships with
our owners and partners, our colleagues and, of course, our guests. Treasured Time
is Terminal Inn today.
3. Type of Organization
Terminal Inn Hotel & Apartment hotel is a city hotel, which is based on its name itself with
4-star rating, determined by hotel rating organization. And this hotel is established to
 provide different types of services like, accommodation and other services to both business
and leisure travelers. This property has been a favorite for most Middle East travelers and
Europeans.
This hotel have various services :-
 24-hour Front Desk

 Currency Exchange

 Safe deposit lockers

 Doctor on call

 Mail and postal service

 Luggage store

 24-hour Gym or fitness center

 24-hour Room service

 Laundry and valet service etc.

4. Working Department
Front Office Department
The front office is typically composed of customer-facing employees, such as the
marketing, sales, and service departments. Because the front office has the most
direct contact with clients, it is responsible for generating the bulk of revenues for
the firm.
In Terminal Inn, different guests come from different countries mostly from the
Middle East side. Most of the guests make their reservations in this hotel through
various online websites like Booking.com, Trip Advisor Agoda and so on
by checking out the reviews. There are many guests who visit us again. We
mention them as regular guests or like CIP, VIP, VVIP. Top notch quality and
services, hotel staff following up the SOP (standard of performance), ways of
dealing with different guests and ways of solving their problems, making them feel
as family or creating a friendly environment and so on are the main reasons behind
it.
5. Team of Working Department
 Front office Supervisor

Guest Service Agent

(GSA)

Bell boy Valet

Figure: - Front Office Organizational Chart of Terminal Inn Hotel & Airport

 Front Desk: It is responsible for all check ins, check outs, maintaining guest accounts,
and assisting guests with their inquiries and requests
 Bell Desk: Mainly responsible for transporting and safe keeping of the guest luggage.
Further responsibilities are organizing the transportation to and from the hotel, helping
the guest with excursions and guided tours in the town.
 Valet Parker: They are responsible to park and return guest cars in appropriate manner
and welcome or assist guests promptly, efficiently, courteously and professionally.
vii. Initial Work Experience
 When I first arrived here, I found that the real field and the practical we had done were far
different from them, it was more different in reality.
 I found that there were more and different types of things to deal with the guests in the front
office, their requests were so new and different to me.

 The best part was escorting the guests to their room. I really enjoyed that part, interacting
with different people was so motivating for me to work.
 The system (software) of the hotel was also new for me, I was a bit confused and excited to
use the software. Learning the check in and out process was also a very good experience for
me.

 Later after 3-4 months I felt a bit more learned and more experienced and felt really good to
work in a real field and to explore the things that we had learned before theoretically.

 I find the real field more advanced and more difficult than we read and that we did
practically.

viii. Observational Learning

 The hotel's general appearance and condition.
 The quality of the staff's customer service and facilities the hotel has to offer, like a gym or
pool.
 The organization and style of the visitor rooms and public spaces.
 The extent to which privacy and security safeguards are in place.
 The standard and range of available foods and drinks.
 The accessibility offered to visitors with disabilities.
 The range of technology and entertainment alternatives and their accessibility.
 Managing the visitor's arrival and departure.
 Greeting the visitors, leading them to the room, and bidding them farewell.
 Ensuring a formal welcome for clients, guests, and visitors.
 Coordination of room cleaning with the housekeeping department.
 Filling out registration cards for visitors who have reservations for lodging or assisting
visitors to do so.
 Placing together a surprise gift and amenities on the occasion of their special day like
wedding, anniversary, and birthday and so on.

ix. Challenges
 The main challenge there for the first is the language barrier, most of the Arabic people don't
understand the English language.
 Another challenge is lack of knowledge of guest body language.
 The management of guest expectations while guaranteeing effective check-in and check-out
procedures is one of the biggest problems in front office hotel operations.
 Controlling room inventory and making sure that rooms are prepared and cleaned promptly
present another problem.
 The most common challenges faced in front office hotel operations are related to customer
service, staff training and development, and technology.
 Customer service is a key challenge for any hospitality business as guests expect high levels
of professionalism from the moment they enter the property.

x. Conclusion
I am glad to be in this profession. And I am proud that I made the right decision to pursue a
Bachelor's Degree in Hotel Management. While studying at each university, I underwent various
training courses that showed me the right way to reach my goals.
The area of a business that interacts with customers is called the front office. For instance, a
company's front office operations include its customer service, sales, and industry specialists
who offer advice services. The majority of a company's revenue is often produced by front office
activities. The front desk staff handles all business dealings between the hotel and its visitors.
The staff welcomes the visitors, attends to their needs, and leaves them with a positive first
impression of the hotel.
The personnel working in this division are clearly apparent to visitors. The front desk staff
handles all business dealings between the hotel and its visitors.
Recommendations
Terminal Inn Hotel and Apartment is located at the heart of Doha, Qatar which provide services
to the traveler and business man. One of the best local chain hotel run by Edar Hotels
Management. It’s a 1Bhk with different facilities. Ideally situated in Al Kharaib Street in Doha
in 2.4 km from the center 4 stars Terminal Inn Airport Hotel & Apartment.
During my internship, I developed diverse attitudes and skills that would not have been possible
without the support and cooperation of the above people. Based on my performance,
observations, I give recommendation such as:

 Hotels should not order long duty (more than 9 hours) except in exceptional cases.
 All employees in every department involved must be well coordinated and cooperative.
 There should not be any discrimination between employees and trainees regarding holidays,
public holidays and sick leave.
 There should be equal rights to everyone in the department.
 Organizations need to use new technology and new systems instead of old systems to keep
up with the competing industries

B. Logbook
Pokhara University
Medhavi College, Kathmandu-Sankhamul, Nepal
BHM Internship Student’s Logbook
Name of Student: Amrita KC Hotel: Terminal Inn Hotel & Appartment
Duration: From 12-01-2024 To. 00-00-2024

From
12-01-
2024
Date: Dept./Area
To Responsibilities
of Activities
00-
00-
2023
First,we join the orientation program for
onboarding and knowledge sharing ,which
also involves assigning to our respective
workplace, which helps us to know the hotel
Front Office structure and the facilities that we provide to
1st Week Jan
Department our valued guests. Then we concentrate on
developing relationships with the front and
back of the house teams and by assisting
senior personnel, we put our attention on
becoming successful and Productive.
Beginning of the second week. They handed
me the Front Office hand book, where every
newcomer or beginner should go through
once to know every detail about the
Organization and the nations as well, like
2nd Week
Qatar ruler, Terminal Inn values, Terminal Inn
vision, conditions of work, performance
review, who’s is who corporate office,
procedures to check in and check out,
colleague development, Front office
evaluation and goals, Terminal Inn rewards
program and so on.
 In the Third week, we were provided Job
safety analysis training which is mandatory
for all the associates.
The training makes use of tools, equipment,
and other elements that could be found in
3rd the workplace.
Week This instruction is provided to us so that we
can operate the many devices that hotels
have like Mostly we front desk agents use pc
and I’d scanner, printer, document scanner,
key maker, credimax machine, Kwentra etc.

This week after the long process of training

theoretically through hand books and other
formalities, finally I got a chance to work as a
4th Week front desk agent myself with the colleagues
who are so supportive and hard working. I did
my first check in and check out with the
proper procedures like by Verifying their
transaction and needs.
This week I got to know that our department
have briefings every evening just after the
heavy check in and out, where in that briefing
we usually go through the daily sheet of hotel
5th Week which includes every information like how
many VIP arrivals and departures arrivals and
departures hotel occupancy, hotel prices etc.
and if there is a guest complaint on certain
things than we discuss with manager on how
to Handle such situations.
Attended training regarding informational
6th
technology, and machine. Encouraged to
share tools, knowledge and techniques to
Week operate machines that enhance the operation
of organization.
 In this week, I started to learn everything that
is required to be an appropriate agent of
front desk who can handle every task of the
day like, checking out the reports, send the
mail of amenities to the room service, check
7th Week
with the room status and inspections for
upcoming guest, safety box locker, dealing
with the departure timings, handling the
guest complaints, wake-up calls, update of
guest transportation, check the traces if there
is some you can do then resolve it.

Same as 7th week, handling the telephone calls

8th Week of the various departments and internal,
external guests and transferring the calls to
the appropriate departments.
From this week the hotel was full for a month
by the Ferrari group because the F1 race will
always be in Bahrain and that’s why, I did the
same thing as 7 & 8 week to extend my
9th week knowledge further in the desk and be more
confident and develop my communication
skills.
They hand over me my personal user account
of the software Opera, where after every
10th transaction I did will be recorded in the system
Week life daily checked in and checked out also
room change or move any changes did on the
guest account which is made by the
reservation team like change in their rates and
 additional breakfast or club lounge access etc.
th
11 Same as 10th week.
Week

Hotel was not busy these weeks because it

was already full by F1 racing team and I was
getting advantage to learn slowly and
12th gradually like how to make or encourage the
Week walk in guest stay and select our hotel to
spend their vacation or weekends like to proof
the guest that this property is the best for
them also how to encourage them to upgrade
in executive rooms and club rotana etc.
Same as 12th week.
13th Wee
k

This week was quite busy because F1 race was

over and every guest who were for f1 race
were checking out like in group so that time I
14th Wee experienced how it really feel to handle such
k situations and at the same time we have to
encourage every checkout guest to give us the
reviews which will directly help the property
to grow.
Just after the F1 group checked out from that
15th
day onwards every weekend of Bahrain
Week Wednesday, Thursday, Friday people from
Kuwait, Saudi Arabia or we can say every
Middle East country started to come to their
neighboring country that’s why we used to get
so busy on morning shift as well as afternoon.
We must check out and check in at the same
time where I must make the guest wait for half
 an hour because the room was not ready. So
that’s how it went.
This week, a catch-up meeting for interns was
held. For performance and briefings as well as
to discuss any questions or issues that have
16th arisen during the internship. So, our manager
Week
then asked us everything that was being
taught until the day to make sure that we are
getting proper knowledge and can handle the
front desk.
As a intern trainee we were facing challenges
dealing with the every Arabic guest also the
new joiner employee of other departments so
managers decided to give some classes for
Arabic languages, I was quite interested on it
17th but unfortunately I couldn’t get enough time
Week to join thus I myself tried to learn basic like
greeting and replying the guest in appropriate
manner also I learned numbers in Arabic so
that I can make it confirm with the amount
and room numbers also time with Arabic guest
who couldn’t even understand the numbers.
So that’s how it went.
Not only morning and afternoon shifts we
have to involve ourselves in every shift as
18th Week
to get experience, so sometimes I was
getting only 5 hours sleep because of my
duty shift, then my manager started
keeping me in the night and evening shift
where I learned how to make the
attachments of guest I’d in their profile and
close every no post of the guest account
check the every guest email address and
contact details so as to send invoice and get
feedback , we basically need only
promoters guest to grow the industry . And
I learned to do night audits and charge the
 VCC virtual credit card.
Following the Previous work, on this week I
learn how to create the paymaster
accounts and other for the group or
company payments for that we should
19th Week check with the manager first and make it in
their permission because usually manager
on duty will check with the finance and
revenue just for confirmation due to which
we won’t get involve in huge loss or
problems in the future.
As the Middle East is full of Arabic or we
can say Muslims so the Ramadan hits and
accordingly the hotel occupancy got hit to
20th Week like 10, 20% per week. So we were just
getting training and everything like Rotana
career, special for specials, area treasured
time, area hotel life etc.

I was so proud that I was joining the charity

program held by our hotel where we
donated foods and drinks to the workers of
21th Week
the construction site who were not able to
get proper food to eat and working every
day in this burning heat at the same time, I
felt so sorry for their conditions.

This week I joined Club Rotana which is for

these VIP, CIP, VVIP guests or those guests
22thWeek
who were staying at the executives rooms
and also who got upgraded to the CR. I was
looking at the evening shift where I must
place every food tag and alcoholic beverage
during happy hour, it is buffet style but as
per the request I serve them. So, my
 manager gave me a chance to get some
service experiences as well from CR which
is a part of FO, also I do check in and check
out from there

On the 23rd week, I was still in Club Rotana,

I think for next 6 months I will be handling
this Club Rotana because I requested
Front office before to our manager to provide me the
Department chance to get service training as well, so I
23rdWeek was continuing with my duty and learning
with which department I should cooperate
the most while sitting and looking after the
Club Lounge.