Venue Commercial Department

Of
Dubai World Trade Center
UAE

FINAL YEAR INTERNSHIP REPORT

Submitted To:
Office of Dean
Faculty of Hospitality Management
Lincoln University, Malaysia

Submitted By:
<<Sanjeev Rokaya>>
LC No.:00020001045

Academy of Culinary Arts & Hospitality Management

In the partial fulfillment of the requirement for the degree of

Bachelor of Science (Hons.) in Hospitality management

Kathmandu, Nepal
September 2023
 Acknowledgement
I want to extend my sincere gratitude to everyone who helped this report be completed
successfully.
For giving me the educational foundation and opportunities that have been essential to me
academic journey, Lincoln University has my sincere gratitude. My skills and knowledge
have
been significantly shaped by the Lincoln University community and study environment.
I also thank the Academy of Culinary Arts/Center for Leadership and
Entrepreneurship for
their continued assistance and resources, which made it possible for me to embark on this
endeavor. My college's collaborative culture and commitment to academic excellence have
been
crucial to my quest for professional and personal development.
I would like to thank Ashesh Maharjan for his inspiring leadership and dedication to building
an environment of academic quality and creativity as the chairman of the Academy of
Culinary Arts/Center for Leadership and Entrepreneurship.
I'm grateful to Abrar Abuhasnah; Events Manager
from the Dubai World Trade Center, for the significant contributions, advice, and
mentorship
throughout my time working on this job. My understanding of the industry has been
substantially
enhanced by their knowledge and dedication to Sales excellence.
I would like to express my sincere gratitude to my college friends and coworkers who
participated in fruitful discussions, gave insightful input, and offered support when required.
This assignment's material was considerably improved by your contributions.
Lastly, I would like to express my gratitude to the Dubai World Trade Center, where I had
the
privilege of working on this project. The resources, access to data, and the support of the
organization were pivotal in conducting this research.
Finally, I want to thank the Dubai World Trade Center, where I had the honor of working on
this project. In order to undertake this research, the organization's assistance, data access,
and
resources were essential.
Without the cooperation and combined efforts of everyone indicated above, this job would not
have been achievable. I appreciate all of your important work.

Sanjeev Rokaya
 Sales & Marketing Department/Intern
13 Oct., 2023

Table of Content
PART - I

1. HOSPITALITY – YOUR CAREER CHOICE

2. SCOPE IN THE INDUSTRY
3. ACA/CLE COLLEGE AND ITS EDUCATIONAL SYSTEM
4. THE CITY AND ITS LOCATIONS OF INTEREST
5. YOUR ACCOMMODATION
6. BRIEF ABOUT THE ORGANIZATION
7. COLLEAGUES FACILITIES AND BENEFITS

1.Hospitality - Your Career Choice (500 words)

(why have you chosen hospitality as your career choice?)

Hospitality is a great industry to begin for every young individual. It provides them customer
service which is the basis of nearly each role they are ever reaching to perform. Having best
customer service skills can carry throughout life, it opens more opportunities for them and
can additionally create them better- rounded people. It provides a wide range of opportunities
from working in Hotels, Restaurant, Travel & Tourism, Catering, Sales & Marketing, Event
Planning.

I personally choose hospitality as my career choice because of the following Reasons;

• It’s creative; From preparing nice food to whipping up delicious cocktails, event
coming up with a dinner or generating together a wine list; hospitality is a vastly creative
business. It needs imagination and aptitude, and someone with an eye for aesthetics and
great taste.
 • Theirs is invariably work; As long as individuals are dining out, drinking. and
entertaining – there’ll be a bounty of jobs in hospitality all over the world. It’s rapidly growing
industry and offering numerous opportunities for the young individual.
• It’s Team Setting; Hospitality teaches the importance cooperation among
teammates. Not serves cafes and restaurant have single -person thus you have to be told a
way to work with others and the importance of cooperation and conflict resolution. In
hospitality, you meet with people from all walks of life. This opens your mind to different
cultures and concepts and teaches the value of tolerance and respect. The hospitality industry
also offers great opportunities for career growth and development. Many successful leaders in
the industry started from entry-level positions and worked their way up through hard work
and dedication. With the right skills and experience, individuals can advance to managerial
roles or even become entrepreneurs and open their own establishments. A career in
hospitality management is a lot more rewarding in a sense that it has higher potentiality for
growth and the chance to work in vibrant and global set.
• Hospitality offers great flexibility; A lot of individuals manage hospitality jobs
around their study at each faculty and in university. It’s additionally a good stop-gap after you
simply grasp what if you would like to try and do career-wise. In our current job market,
several young individuals take time to seek out employment once they’re qualified.
Hospitality can fill those intermediate times in your life and gives you with a financial gain and
a purpose. The demand for hospitality jobs can never run out as long as there are human
beings and food. This makes hospitality one among the foremost stable industries nowadays.
Hospitality’s potential as a career path is simple. Lastly, hospitality is a field that embraces
originality and innovation. From designing unique guest experiences to developing innovative
menus, there's always room for fresh ideas and new approaches. This allows individuals to
express their creativity and bring their own unique touch to their work. Similarly, as choosing
hospitality career is best choice for the individual development and interpersonal skills and
ability to perform the particular task.
• . A new door to the world; You will get the privilege to meet and greet new people,
and enjoy scrumptious food and you may get discounts on hotel rooms, every country in the
world has a hospitality industry, and the skills you learn here are readily transferable.
• Career choice; The hotel and hospitality industry offer a wide range of job options to
select from. You can easily select a job title which suits you, which means that a career in
hotel is one of the safest choices that you can make. They are also incredibly useful in
everyday life, so you will develop as an individual as well as professional & cam lead to
successful career in the future.
• Global Opportunities; Hospitality management is a great option if you are interested
in having a global experience and work in dynamic environment with excellent hospitality
employment skills, you may find yourself being offered incredible opportunities to work at
some of the most famous and desirable industry.
 2.Scope in The Industry (300 words)
(with appropriate statistics justify scope in the industry)

As we are aware that hospitality industry is fast growing industry all around the world which
provides numerous opportunities in different sector in this industry like Hotels, Restaurant,
Travel & Tourism, Sales &Marketing, industry because it offers them a wide range of
opportunities to excel them in their future endeavors. The scope of the hospitality industry
continues to expand, presenting numerous opportunities for individuals seeking careers within
its diverse segments;

Accommodation; the lodging sector, comprising hotels, resorts, Hostels and vacation rentals,
offers a wide range of employment opportunities such as hotel management, front desk
operations, housekeeping, and facilities management.
Food & Beverage; Restaurants, cafes, bars and catering services constitute the food and
beverage sector. Positions in this segment include chefs, bartenders, servers and food service
managers, catering to the growing demand for unique dining experiences and culinary
innovations.
Travel & Tourism; With the increasing demand for travel experiences, the travel and tourism
sector are booming. Careers in this field include tour guides, travel agents, airline personnel,
and destinations marketing specialists, catering to both domestic and international travelers.
Events and Entertainment; Event planning, Venue Management, and entertainment services
are integral parts of the hospitality industry. Opportunities range from event coordinates and
concert promoters to theme park staff and cruise ship entertainment directors, providing
memorable experiences for guests.
Hospitality Technology; Advancement in technology have revolutionized the hospitality
industry, creating a demand for professional skilled in areas such as revenue management,
Customer Relationship Management (CRM), digital marketing, and data analytics, to enhance
guest experiences and stream line operations.
Overall, the scope of the hospitality industry is vast and dynamic, offering a plethora of career
opportunities for individuals with diverse skill sets and interests. Whether in management,
operations, customer service or technology, the hospitality sector continues evolve, promising
rewarding career and opportunities for growth and innovation.

3. ACA/CLE COLLEGE AND ITS EDUCATIONAL SYSTEM (500 words)

(what were your reasons to choose ACA/CLE, the expectations, the actual and how
it benefited you?)

With a proven track record of more than a decade Academy of Culinary Arts and
Hospitality Management takes pride in being one of the leading providers of hospitality
and culinary education in Nepal.
The institution set forth on its journey in 2010 with a Diploma course in Culinary Arts, and
took the initiative to another level in 2014 by offering a Bachelor of Science (Hons) in
Hospitality Management program in affiliation with Lincoln University College, Malaysia. Along
with these flagship programs, the institution over the years has also been catering to the
specific needs of professionals and hobbyists alike through modular courses in the sphere of
culinary skills and hotel management.

With the introduction of Center for Leadership and Entrepreneurship (CLE College) in
2021, Academy of Culinary Arts and Hospitality Management now functions as a subsidiary
body under the larger umbrella of this parent entity.
 The vision of CLE is to be a resource center for youth in order to aspire them to become
leaders and entrepreneurs taking it to a next level including even Master of Business
Administration (MBA) for overall organizational development roots. It really does provide
essentials to mix in well with the establishment and nurturing business to students with
favorable working environment with the involvement of students in various seminars and
internship programs. These programs combine well with our bachelor program currently in
higher level. After surfing through many institutions in Nepal, this institution was definitely the
most appraised one and attractive one from the beginning. The staffs, the organizational
structure, the management, dedication, infrastructures and all was truly motivating and
aspiring as I walked into the reception counter for the first time. Till the date, 3314 Student
got enrolled at ACA. 90% of graduating students were placed in the Hospitality Industry as
committed.

4. THE CITY AND ITS LOCATIONS OF INTEREST (500 words)

(A brief about the city its history and areas of interests around)
As given in the name, Dubai World Trade Center is located in Dubai. It is the capital of emirate
of Dubai and one of the wealthiest of seven emirates constituting United Arab Emirates
federation. This city is estimated to have an area of 35 sq. km. It is regarded as premier
entrepôt Middle East.

Dubai as we see now is a city of skyscrapers, ports and beaches. It is a hub for business and
we can see people from many different nations. It has greatly promoted itself in the sector of
tourism. Many people from different nation have set up business in Dubai as it is a free and
save country Majority of people follow Islam religion here but we can also observe numerous
churches and Hindu temples. It is a crime free place due to its strict rules and regulations and
efficient management and stability of government. It has deliberately focused on the growth
of tourism and businesses have skyrocketed.
 Firstly, documented as a small fishing village in the 18th century, Dubai has come a long way
in the sector of development. Not until the early 20th century had it developed so
progressively. However, with the tax reducing policy encouraging foreign merchants to
investing in businesses in Dubai, it became a hub for continuing a better prospect in business.
Soon after the policy, it began a hub for re exporting to Persia and India. In the latter half of
20th century, Dubai was benefitting from its reserved oil.
Even though, the business know how ruler believed it was not enough for Dubai to prosper in
the way as it is now. So, the ruler continued to focus on trade and attracting foreign
investment. In addition, the surpluses from oil were channeled to major International projects
such as International Airport, Trade Center and dry docks. In the 90s, it began to build luxury
tourism, real estates and financial sectors. Many people started moving to Dubai because of
its increased employment opportunities and tax-free salaries. As well, those workers had a lot
of opportunities to grow financially. Due to many people and skills entering the country, now
we can say that Dubai has one of the most liberal societies in the world.
On the southern shore of Persian Gulf, there lies a natural inlet known as Dubai Creek. This
area being early city’s reliance on fishing and maritime trade for more than a century, this
area was Dubai’s center. In the 60s, there were merely of more than two buildings in Dubai
more than two stories in height.
Lining Sheikh Zayed Road, the new city is a lining of skyscrapers. Near this road, Dubai
International Financial Center, a futuristic arch shaped building and the Burj Khalifa is located.
Suburbs with most of the houses with substantial villas lies to the west. In the location, a giant
sail shaped tower housing a luxury hotel, Burj Al Arab is situated. To the far west there are
new bunch of skyscrapers which are surrounded by a man-made marina and several
manmade lakes
5. YOUR ACCOMMODATION (200 words)
(Write the brief about your accommodation and its facilities)

I have been assigned as an intern in Dubai World Trade Center located as Sheikh
Zayed Road, United Arab Emirates. It is also known as the largest exhibition
center in the Middle East. Dubai world trade center is known for its exhibition
center, mostly event center, conference center.

Every staff who works under DWTC stays in Ras Al Khor staff accommodation. It
includes:

 Clean and neat rooms with common kitchen

  Dining and washrooms price inclusive of DEWA gas, sewerage, taxes,
maintenance and cleaning Ejiri available within 72 hours (about 3 days) prime
location which is close to supermarket

 Cafeteria and local community security

 5%excellent on –site facilities, including 24/7 security CCTV in entire building

centralized A/C First Aid room

 Prayer room, laundry room –Recreation /Entertainment Room

 Offers full additional real estate services including residential, commercial,

investment opportunities, sales and resale of properties.

 Dubai World Trade center offers a wide range of facilities to its employees. Its
facilities include Transportation, Technology, health insurance benefits, flexible
workplace stations, including hot desk and dedicated executive offices.

 Some of the facilities include hot desk and dedicated executive officers,
collaborative communities, convention fitted office, hotel and served
departments, parking garages

6. BRIEF ABOUT THE ORGANIZATION (500 words)

(Write the history about the hotel brand and the hotel property you work in)

The Dubai World Trade Centre (DWTC), formerly known as Sheikh Rashid Tower, is a 38
Storey skyscraper with a height of 184 meters (about 603.67 ft) in Dubai, United Arab
Emirates. The DWTC Authority was established under the leadership of His Highness Sheikh
Mohammed Bin Rashid Al Maktoum, Vice President of the UAE and ruler of Dubai. It was built
in 1979. This complex was created specifically to host events and exhibits. It is also known as
the Largest Exhibition center in the middle east.
The structure can be seen on the 100 Dirham banknote The Dubai World Trade Center holds
more than 500 events a year More than 1.3 million square feet (about half the area of a large
shopping mall) of covered exposition and event space It includes 21 halls, and more than 40
meeting rooms spread across 3 Storeys. The facility hosted approximately 2.74 million guests
and 396 trade events in 2015. Dubai World Trade Centre (DWTC) offers a wide range of
facilities to its employees.
The campus is in the heart of Dubai's Central Business District making it a convenient place to
work and visit. Here are some of the facilities provided: For example, accommodation to all
the staffs, Transportation facilities to all the staffs and interns working in the world trade
center, Dining facilities, Higher Security, Laundry, Recreational and physical centers such as
gym, parks etc.
Purposely built to host events of any size, Dubai World Trade Centre offers flexible spaces
which can be combined and divided to perfectly suit the occasion. DWTC halls put us high on
the list of international venues and we’ve played a huge role in developing the region’s MICE
industry. Combining our own complex with the city’s range of attractions, we make the ideal
destination for visitors from across the world. For over 4 Decades DWTC has been the hub for
Business and trade. DWTC provides event service teams and infrastructure to organizers and
exhibitors and has hosted royalty, international dignitaries, and guests from around the world.
Additional services include Hospitality and Weddings by DWTC, along with Event Plus, a
dedicated online e-commerce platform and services targeted at exhibitors.
Hospitality by DWTC is an award-winning catering service that can provide up to 40,000
meals per day across a range of global cuisines, led by a team of 148 recognized chefs
representing a world map of nationalities, knowledge, and gastronomic inspiration.
The 13-storey Convention Tower is a purpose-built commercial building that provides office
spaces to various corporate entities. Completed in 2004, this building accommodates both
private and government tenants. Notably, the structure incorporates floor-to-ceiling windows,
ensuring an abundance of natural light within its office spaces, which vary in size from 2,500
sq. ft. to entire floors at 19,600 sq. ft.
All offices within the building are located in the DWTC Free Zone, granting tenants access to
numerous business-related privileges. Furthermore, the tower's location offers convenient
proximity to retail outlets, food and beverage establishments, as well as on-site business
hotels. Tenants also benefit from easy access to numerous business events held throughout
 the year.

7. COLLEAGUES FACILITIES AND BENEFITS (200 words)

(Write the facilities and benefits you receive from the hotel.)
DWTC provides various benefits services to its employees and staff. Speaking of the
colleagues, we are provided with intern fellows as us. We all are of different background and
countries but serve the same purpose of internship program. A set of rules have been
assigned in our living area. All the colleagues in DWTC are friendly and charming. We all have
a common competitive spirit. Meeting new people, socializing with them and developing team
spirit is the main benefit we all have received in DWTC. As well, DWTC provides us with
entertainment zones and free areas where we can refresh ourselves. It too has boosted our
mental health and we get along pretty well with each other due to such facilities.
Some of the benefits that the employees receive from the Dubai World Trade Center are as
listed below:

 Medical and health insurance

 Employee of the month program

 Uniform service

 Transportation facilities to every employee

 Fooding and dining facility

 Internet service
In conclusion, my job has wonderful amenities and a kind, caring atmosphere. In addition to
the obvious advantages, there is a strong feeling of community here where coworkers
become friends.
 Part -II
1. Marketing Strategies of the Organization (2000 words)
(About marketing plan and strategies to bring in more
guests, its process and success)

The marketing plan and strategies to bring in more guests, and its process
start by:
1. Set Objectives: Define clear measurable goals such as increasing bookings
by a certain percentage or attracting a specific number of new guests within
a set timeframe.

PDR
Employee Name Sanjeev Rokaya
Year 2024

Area Weight MAJOR AREA TASKS/ PROJECTS/ DELIVERABLES TARGET DEADLINE PROGRESS COMMENTS
0-74% - score 1
Deliver against 2024 Revenue Targets as per Department objectives 75-93 %- score 2
5% Sales - Revenues - Over all Outside events / External venues - YTD August 2024 ( (Full year Achieve 100% 31st August 2024 94-109 %- score 3
47.5M, YTD August 21.8M) 110-130% - score 4
131%- above score 5
Deliver Revenue Targets - Segment of Private & Governments External
20% Sales - Revenues Events - YTD August 2024 (Full year private & gov. 27.2M, YTD August Achieve 100% 31st August 2024
15.2M)
Deliver against 2024 EBITDA Targets as per Department Objectives
10% Sales - EBITDA Achieve 100% 31st August 2024
- Overall VSM EBITDA (10%)
10% Support Event coordination & support to external event team for execution Achieve 100% 31st August 2024
Marketing, Presentation, understanding Mareketing, preparing Presentation, communication skill
30% Communication skill enhancement - To present to Leadership & Management of External Achieve 100% 31st August 2024
Enhancement Events with Key Learnings and Suggestions if any
F&B Knowledge including cross training in Production Kitchen, Hospitality
25% Cross Training Achieve 100% 31st August 2024
Operations & ESO segments
100%

Basically, it shows that we are focused and dedicated towards the objectives. As
you can you see the above attached format what we are supposed to do is we
were given certain targets and objectives like deliver against 2024 revenue
targets for example the overall all outside events /external venues – Full year is
47.5M and till I’m here doing my internship we need to generate minimum 21.8M
to achieve the organizational goals and objectives .what am trying to explain is
we need to set goals and objectives which need to be worked on till the year and
reach out the organizational goals and objectives and satisfied your customer
with making good relationship and providing quality service, experience and
make them loyal towards your organization so they come again and again and we
can generate more revenue . like Sale 500 private and government Events within
the next Q2 through the combination of social media advertising, email marketing
and partnerships with local businesses.

2. Identifying Your Target Audience: Understand who your ideal guest are
their Demographics, Interest, and preferences. Understand what motivates
them to choose accommodations and food and Beverage like yours. It
involves understanding demographic factors such as age, gender, income,
locations, as well as psychographic factors like interest, values, and lifestyle
preference. By precisely defining the target audience, companies can
enhance their marketing efforts, increase brand awareness, and drive sales.

3. Market Research: Analyze Your competitors, Industry trends, and guest

feedback to identify gaps and opportunities. Basically, it involves gathering,
analyzing and interpreting data about the target audience, competitors,
industry trends, and market dynamics. It helps businesses make informed
decisions and develop effective strategies to attract the customers, increase
 sales, and gain a competitive advantage. Market research may include
surveys, interviews, focus groups observation, and analysis of secondary data
sources. By understanding customer needs, preferences and behavior
companies can tailor their products, pricing, distribution channels, and
promotional activities to better meet market demand and obtain
organizational objectives.

4. SWOT Analysis: Conduct a SWOT analysis (Strengths, Weaknesses,

Opportunities, Threats) to access your property’s current position in the
market and identify areas of improvement. SWOT analysis (or SWOT matrix)
is a strategic planning and strategic management technique used to help a
person or organization identify Strengths, Weaknesses, Opportunities, and
Threats related to business competition or project planning. It is sometimes
called situational assessment or situational analysis.

This technique is designed for use in the preliminary stages of decision-making

processes and can be used as a tool for evaluation of the strategic position of
organizations of many kinds (for-profit enterprises, local and national
governments, NGOs, etc.). It is intended to identify the internal and external
factors that are favorable and unfavorable to achieving the objectives of the
venture or project

5. Unique Selling Propositions (USP): Determine what makes your property

unique and appealing to guests. Highlights this in your marketing materials to
differentiate yourself from competitors. A strong unique selling propositional
communicates a clear and compelling value proposition to potential
customers, highlighting what makes the offering unique and valuable. This
could be based on factors such as Quality, Price, convenience, innovation, or
customer service. Developing and effectively communicating a USP is crucial
for building brand identity, attracting customers, and driving sales in a
competitive market.

6. Customer Relationship Management (CRM): Implement a CRM system to

manage the customer relationships, gather feedbacks, and tailor marketing
 efforts based on guest’s preference and behavior. Actually, I’m also working
and using the CRM software in Events sales it works like it gathers all the
details from the customers like Name, Email, Contact and the types of
customers and their needs and preferences and behavior and it gather ad
store in the system for the longer period of time in addition it helps the
employee do their word smartly and effectively to execute the events or in
any other sectors. Basically, it is tool or technology managing the
organizational relationship and interaction with the costumer and potential
customers.

A CRM solution helps you focus on your organization’s relationships with individual people —
including customers, service users, colleagues, or suppliers — throughout your lifecycle with
them, including finding new customers, winning their business, and providing support and
additional services throughout the relationship. CRM is the largest and fastest-growing
enterprise application software category, and worldwide spending on CRM is expected to
reach USD $114.4 billion by the year 2027. With a consolidated view of every prospect and
customer, a CRM system is then used to manage day-to-day customer activities and
interactions. From a marketing perspective, this means engaging your prospects with the
right message, at the right time, through targeted digital marketing campaigns and journeys.
For sales, reps can work faster and smarter with a clear view of their pipeline and accomplish
more accurate forecasting.

7. Marketing Channels: Choose the most effective marketing channels to

reach your target audience. This could be social media, search engine
marketing, email campaigns, partnership with local businesses, and online
travel agencies (OTAS). These channels serve as pathways through which
products or services are promoted, distributed, and sold. Whether its through
traditional methods like television and print ads or modern digital platforms
like social media and email marketing, each channel plays a crucial role in
driving sale and marketing efforts. By using those traditional and modern
marketing channels we can reach out to our target audience and able to find
out their needs and preference.

8. Content Strategy: Content is anything to do with awareness and education

and might take the form of technical white papers, in-depth blog posts,
TikTok videos, infographics, even newsletters. Develop engaging content that
showcases your property’s amenities, location and unique features. This
could include photos, videos, blog posts, and guest testimonials. A content
strategy is a strategic approach to creating, managing, and distributing
 content. It involves planning and executing a roadmap for content creation,
distribution, and optimization. A content strategy provides a framework to
create valuable and purposeful content by focusing on the needs of the
audience.

Remember, content marketing isn’t about directly pitching products or services. Instead, it’s
about providing valuable, relevant content to your audience. By doing so, you’ll attract,
engage, and ultimately convert potential customers

9. Website Optimization: Ensure your website is easy to navigate, mobile

friendly, and optimized for search engines. Include clear calls-to-action to
encourage visitors to book directly through your website. Website
optimization is a key component of sales and marketing strategies in the
digital age. By optimizing your websites, you can improve user experience,
enhance visibility in search engines, and ultimately drive more conversations.
Here are some aspects of website optimization that can boost sales and marketing
effectiveness:

 SEO (Search Engine Optimization): Optimizing your website for search engines helps
improve its ranking in search results, making it easier for the potential customers to
find you online.
 Responsive Design: Ensuring your website is mobile- friendly and displays properly on
all devices is crucial, as more and more people are browsing and shopping through
online on smartphones and tablets.
 Page Load Speed: A fast loading website is essential for visitors engaged. Slow loading
can lead to high bounce rates and decrease conversions.
 Compelling content: Providing valuable content on your website not only attract the
customers but also shows helps establish the authority and expertise in your industry.
 A/B Testing: Testing different elements of your website, such as headlines, images, and
CTAs, allows you to identify what resonates best with your audience and optimize
accordingly.
By continuously optimizing your website, you can enhance its effectiveness as a sales and
marketing tool, ultimately driving the growth of your organization.
 10. Online Review and Reputation management: Encourage satisfied
guests to leave positive reviews on platforms like TripAdvisor, Google, and
Bookings.com. Respond promptly and professionally to any negative reviews
to mitigate their impact. Here’s how they impact businesses:
 Trust and Credibility: Positive online reviews help build trust and credibility with
potential customers. When people see that others have had positive experiences with
your product or services they are more likely to trust your business.
 Influence Purchase Decision: Many consumers rely on online reviews when making
purchasing decision. A study found that 93% of consumers say online reviews impact
their purchasing decision.

 Reputation Management: Managing online reviews allows businesses to address
negative feedback promptly and professionally. Responding to negative reviews
demonstrates that you care about customer satisfaction and committed to resolving
issues.
Overall, actively managing online reviews and maintaining a positive reputation
essential for business looking to attract and retain customers in today’s digital
landscape.

11. Promotions and packages: create special promotions and packages to

incentivize bookings, such as discounts for longer stays, complimentary
upgrades, or bundled experience. It’s crucial to promote your products and
services to your target audience so that they know the importance of the
asset or product and services. Like we can provide offers like if the event is
more than 100000AED then the one ouzi is complementary or the beverages
are complementary. Likewise, we can provide the discount as well those
costumers only who are loyal towards your organization and make them to
retain again and again towards your organization and enhance the sales and
generates more and more revenue because the commercial departments
main aim is to earn sufficient amount of profit by satisfaction to their
customer needs and preferences so we can get the positive reviews.
So, Promotion and packages plays crucial role to aware the customers through different
traditional or modern methods of marketing no matter from which marketing channel you ae
promoting your products but you have to reach out to your target audience.
12. Feedback and Improvement: Continuously gather feedback from guests
to identify areas for improvements. Use this feedback to enhance the guests
experience and refine marketing strategies over time. A feedback loop is
where outputs become inputs and vice versa. As marketing receives input
(feedback) from sales, the output (marketing strategies) improves. Common
language is used, marketing materials match sales needs, and the customer
journey is no longer fractured. Feedback is crucial not only for the group's
success but also for personal growth
When we gather all the feedback afterwards can analyzed the outcomes from the feedback
from the customer it may be positive and negative after analyzing the feedback we only know
the improvement areas where we need to improve and focused mainly to sustain that will
repeat again and get the negative comments from the customer and getting loss. So, focused
your Quality products and services and make sure nothing bad happened in between that
time and always improve the bad area and enhance the growth of your organization and meet
the objectives. It obviously shows how is your products and services and how we are
managing it to satisfied our customers it’s more important.
In conclusion if we follow and apply the above- mentioned points effectively then we can
understand our target audience, leveraging the right channels and constantly evaluating and
adjusting your approach, you can maximize the marketing plan and efforts and achieve your
organizational goals and objectives. lastly flexibility and adaptation are key in todays ever-
evolving marketplace. Talking about the DWTC all outside catering sales (Venue Commercial
Management) Here, every individual has the objectives to reach out in certain particulars time
and they use the CRM system software which makes the works easier and maintain the good
relationship with customers as well store all the required information about the customers foe
the future reference and analysis. IN the todays modern world sales and marketing is done
through digital marketing and sales because according to the research 93% people use online
website to research and look about the products and services and order through the online
page and website directly. So, if we ensure and apply all the points mentioned above followed
significantly then achieve great things and accomplish the goals and objectives of an
organization and individuals’ objectives and generate more revenue as well makes the
organization profitable, and develop the individual’s sills and ability to perform the certain
task, interpersonal skills, communication skills and good relationship with the customers.

2. Guest Satisfaction System (2000 words)

(About the guest satisfaction system and how it is
implemented and analyzed, outcomes)

Customer satisfaction is a term frequently used in marketing to evaluate customer

experience. It is a measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as the number of customers,
or percentage of total customers, whose reported experience with a firm, its products, or its
services (ratings) exceeds specified satisfaction goals. Enhancing customer satisfaction and
fostering customer loyalty are pivotal for businesses, given the significant importance of
improving the balance between customer attitudes before and after the consumption process.
Its all about matching the guest expectation and provide good quality, ambience, product,
service to the customers and meet their expectations so we can retain the customers the
again and again and generate sufficient revenue and run an organization smoothly and
effectively to reach out the organizational goal and objectives.
A customer satisfaction system involves several key components which are mentioned below:
  Feedback Collection: Implement various methods such as surveys, feedback forms,
social media listening, and direct communication channels to gather customer
feedback.
 Data Analysis: Analyze the feedback collected to identify patterns, trends, and areas for
improvement.
 Actionable Insights: Translate the data into actionable insights that can drive strategic
decisions and improvements in products, services, and processes.
 Communication: Keep Customer informed about the changes or improvements on the
feedback, demonstrating that their opinion area valued and acted upon.
 Continuous Improvement: Use customer feedback as a basic for continuous
improvement initiatives, making relative changes to enhance satisfactions levels over
time.
 Training and Empowerment: Equip employees with the skills and authority to address
customer concerns effectively, empowering them to deliver exceptional service.
 Monitoring and Measurement: Regularly monitor key performance indicators related to
customers satisfaction, such as Net Promoter Score (NPS), Customer satisfaction Score
(CSS), and Customer Effort Score (CES), to track progress and identify areas for further
attentions.
By implementing and comprehensive customer satisfaction system, businesses can cultivate
positive relationship with customer and drive long- term success. We need to focus on our
target audience and reach t them through different channels and aware them about the
product benefits and changes going on for the sake of the customers.

 Importance of Customer Satisfaction in an Organization or Business

Understanding the importance of customer satisfaction isn't just about recognizing its role in a
single sale but acknowledging how it cultivates a fertile ground for growth, loyalty, and
continued success. Let's break down why customer satisfaction matters.

 Customer experience: When customers are satisfied, they feel seen, heard, and valued.
This positive interaction enhances their overall experience with your brand, making
them more likely to return and engage further. It's like a snowball effect — the more
satisfied they are, the better their experience and the bigger the snowball grows.

 Customer loyalty: Satisfied customers are like the loyal friends of your brand. They're
the ones who'll stick by you through thick and thin because they believe in what you're
doing. This loyalty stems from their satisfaction. When they’re happy with your service
or product, they're more inclined to choose you over competitors. It's a bond built on
consistent, positive experiences.

 Customer retention: Customer retention is simple, really: Happy customers don't just
disappear. They have less reason to. If they find what they need with you, why look
elsewhere? Retention is all about keeping these customers close, thanks to the
satisfaction they've found with your offerings. It's both more cost-effective and efficient
than constantly seeking new customers.

 Customer lifetime value (CLV): CLV is where the magic of customer satisfaction really
shines through in numbers. Satisfied customers don't just buy once; they come back,
and often they bring friends. Their repeat business and referrals increase their value to
your company over time. Generally, the happier they are, the more valuable they
become as long-term patrons of your brand.
 Challenges in Guest Satisfactions
Several challenges can arise during implementing and maintaining a guest satisfaction
system:
 Subjectivity: Guest satisfaction is subjective, and different guest may have varying
expectation and preference. It can be challenging to consistently meet the diverse
needs of all guests.
 Data Analysis: Ensuring the accuracy and reliability of guest feedback data can be
different, especially when collecting feedback through different channels. Inaccurate or
braised feedback can skew the analysis and lead and ineffective decision-making.
 Timeliness: Gathering and analyzing guest feedback in a timely manner is crucial for
addressing issues and maintaining guest satisfaction. Delays in data collection or
analysis can result in missed opportunities to make improvement.
 Staff Training: Ensuring that staff numbers are adequately trained to handle guest
interaction and address issues effectively essential for guest satisfaction.

Guest Satisfaction Strategy in Hotel/ Organization

Although the guest satisfaction is the significant topic to discussion, there is another topic
that is of course Guest Satisfaction. This reflects the experience your guest has in your
organization. It determines how your service quality, prior to the customer. Guest satisfaction
is no longer only about receptionists asking your guests if they enjoyed their stay when it’s
time to check out. However polite this may be. However much the guest may appreciate it, it
brings no added value to your hotel. This is not how hotels should be collecting feedback. For
a detailed overview about optimizing the different stages of the customer experience.
There are some significant factors which needs to be followed for the guest satisfaction and
it’s the strategy of an organization/Business/Hotel. According to my knowing First of all put
your guest prior to their stay satisfaction must be earned, so need to worked for it. It all
begins before the guest arrive as you have the opportunity to prepare for their arrival and
stay in the best way. To achieve this, you need to consider your guests carefully. And seek to
get to know them in as much detail as possible. If you have knowledge about your guest,
awareness and understanding of your guest needs, a good relationship with our guest, then
we can provide them the expected level of guest satisfaction.
Furthermore, anticipate and responds the guest needs immediately / quickly, they can be
asking about the extra pillow, iron or iron Board By collecting feedback in an intelligent
manner throughout the stay, you can significantly increase guest satisfaction in many ways.
Surprise your guests by asking them if their stay is going well. In addition, ask them for
something else they want to add, importantly good communication and interaction is
essential for maintain good relationship and makes the guest satisfied makes them loyal
towards our organization or can offer something complementary so they feel like they are
valuable and caring from every corner of the organization.
 Encourage guests to leave reviews online. Positive reviews can attract more guests, while
negative ones provide insights for improvement. Consider using survey templates to measure
satisfaction. These can help uncover valuable data, such as customer lifetime value and churn
rates

Improving Customer Satisfaction

Here are some points to improve the customer satisfaction and aware about the improvement
areas and where needs to be more focused to retain more customer and run the business
smoothly:

 Net Promoter Score (NPS): Asks guests to rate how likely they would recommend your
hotel to a friend or coworker on a scale of 0 to 10
 Customer Satisfaction Score (CSAT): Measures a guest’s satisfaction with a product or
service, typically expressed on a scale of 1 to 5 or as a percentage. Online Reviews and
Ratings: Sites like Google, TripAdvisor, Expedia, and Booking.com allow guests to
review their stays with ratings and short text reviews.

 Repeat Guest Rate (RGR): Indicates how many guests have stayed with you at least
once before. Average Length of Stay (ALOS) Illustrates if guests enjoy staying at your
hotel
 Understanding Guest Expectations: Identify your target guests and what they value.
Business travelers expect speed and efficiency, while families expect friendly and
personalized service. Document baseline customer expectations and communicate
them clearly across your team and marketing materials. Set realistic goals for
expectations and consider sending pre-arrival emails or texts to manage guest
expectations. Empower your staff to resolve issues quickly using the six steps to
service recovery: listen, clarify, empathize, apologize, resolve, and follow up.
  Utilize Technology and Best Practices: Implement streamlined check-in and check-out
processes. Focus on exceptional service and enhanced amenities. Understand guest
preferences and communicate effectively. Prioritize responsiveness and proactively
prepare for difficult situations.
 Collect Guest Feedback: Use guest experience survey systems to collect and manage
feedback seamlessly. Regularly track, analyze, and measure customer satisfaction
metrics (CSAT, NPS, etc.) to identify areas for improvement. Benchmark your guest
satisfaction levels against industry standards and competitors. Remember, satisfied
guests lead to better business outcomes, so investing in guest satisfaction is essential
for long-term success in the hospitality industry!
In the digital era, social media platforms and online communities have become powerful
channels for gathering guest feedback. Hotels can actively engage with guests on platforms
like Facebook, Instagram, and Twitter, encouraging them to share their experiences, opinions,
and suggestions.
By monitoring mentions, comments, and direct messages, hotels can gain real-time insights
into guest sentiments and respond promptly. Additionally, participating in relevant online
communities and forums provides an avenue for hotels to connect with guests, understand
their needs, and gather valuable feedback. Use social media and online communities as
feedback channels allows hotels to tap into a wider audience and leverage the power of online
interactions.

 Leveraging Artificial Intelligence for Sentiment Analysis and Feedback

Categorization
Artificial intelligence (AI) like Chat GPT offers an innovative approach to analyzing guest
feedback. AI-powered sentiment analysis tools can analyze large volumes of feedback data,
detecting emotions and sentiments expressed by guests. This automated process provides
hotels with valuable insights into overall guest satisfaction levels and specific areas of
concern. Additionally, AI can aid in categorizing feedback based on themes, topics, or
keywords, allowing for efficient analysis and identification of recurring patterns.
By leveraging AI for sentiment analysis and feedback categorization, hotels can gain deeper
insights, streamline the analysis process, and make data-driven decisions with greater
precision.

 Conclusion: Customer satisfaction is essential for the success of any business. It not
only promotes brand loyalty, but also encourages positive word-of-mouth and increases
revenue. A content and happy customer is more likely to become a loyal, repeat
customer and may even refer others to the business.
In the world of todays competitive market, we need to focus on the quality of product
and services Conduct customer surveys to gather feedback on the performance of the
product and identify areas for improvement, implement quality control measures in the
production process to ensure the consistency and reliability. By prioritizing these steps
organization can evaluate the quality of their offering, resulting is enhancing in
customer satisfaction and loyalty.
Train your staff to listen, empathize, and provide timely solutions to the exceptional
customer service, empower staff to make decision that benefit the customer without
managerial approval, regularly gather feedback to identify areas for improvement in
customer service. Gain insight into customer price sensitivity by conducting market
research to determine the most effective pricing strategy, build trust and loyalty with
the customers by offering transparent pricing, cater to different customer segments by
providing flexible pricing. By providing these steps and following up we can achieve the
 organizational goals and objectives and earns the customer trust and loyalty towards
our organization.
There are some companies with high customer satisfaction Amazon, Apple, and
Southwest Airlines, because they provide wide range of products from electrons to
groceries on Amazon. Provide fast and reliable shipping options for customer
convenience. Create groundbreaking and premium products, such as the iPhone and
MacBook, through innovation and dedication. Deliver unparalleled customer service
through the Apple Support team and Genius Bar, prioritize convenience by designing
user-friendly interfaces and seamless integration across all Apple devices. As a
business owner, you know that customer satisfaction is crucial to the success of your
company.
So, it’s crucial for any organization to look after customer satisfaction to understand the
areas for improvement and where needs to be focused on mainly, by ensuring and
applying above mentioned steps and challenges and competition any company can
retains their customers again and again towards the organization. Every products and
services provided by the companies must be good quality convenience and flexible
pricing according to the customer requirements.

Part: III

 My Aspiration after completion BHM (500 words)

(What are your ambitions after completion of BHM? Write about your 5 year and 10
-year goals?)
After Completion my BHM first of all honestly, I want to travel somewhere where I Can feel
myself alive and peaceful places. In additional talking about my 5-10 years goals actually its
complicated but not impossible apparently. Recently I am completing my graduation part
which is internship and working in sales and marketing in DWTC and my role here is assist the
Events Manager and Lead an event and create an opportunity as well the proposal and script
in the system. after finishing my internship, I will be graduated, then surely, I will take the
IELTS class for the individual development and my skills and knowledge and enhance the
experience which will be assisting me in the coming future. I want to go to USA for the
Masters for at least 2 years. After completing my masters, I will return back to my home
country and start up my own business and maybe I will get married between these long
periods of time and takes more responsibility for my family and myself.

Apparently, I want to be an Entrepreneurship, once completing my Masters surely, I will start

my own small business and as far my knowledge, skills and experience works and have faith
in myself I will take risk and builds my own empire. I will never stop once I entered its
something because it’s my passion I will complete anyway either its loss or profit, I will try
again and again and again until I get the success.
 So, Basically, I will never stop learning and experiencing new ideas, innovation, planning and
most importantly the teams which I can trust and reliable personally and professionally. Being
Certainly that’s all my future plan for 10 years and achieve great thing myself and for my
family of course. I want to be one of the great persons myself and my loved ones. Everything
is temporary in this world I want to leave something to remember, we came this world for the
different purpose. There is saying that “Die for something rather than nothing” As I already
mentioned above regarding my goals an ambition I just wanted to complete my graduation
and gain a lot of experience, knowledge, skills as for now and afterwards complete my
masters and begins my own business, takes responsibilities and be responsible.

Attendance Report

From: Apr 01, 2024 To: Apr 30, 2024

Emp ID Name File # Job Title Section Department Division Date Day Location Shift Date In Clock In Date Out Clock Out Late In
All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 01/04/2024 Monday 01-Apr-2024 09:36:00 01-Apr-2024 16:03:00
Sales Department Division Podium 2nd Floor (Left) |
All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 02/04/2024 Tuesday 02-Apr-2024 09:38:00 02-Apr-2024 16:02:00
Sales Department Division Podium 2nd Floor (Left) |
All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 03/04/2024 Wednesday 03-Apr-2024 09:42:00 03-Apr-2024 16:02:00
Sales Department Division Podium 2nd Floor (Left) |
All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 04/04/2024 Thursday 04-Apr-2024 09:37:00 04-Apr-2024 16:02:00
Sales Department Division Podium 2nd Floor (Left) |
All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 05/04/2024 Friday 05-Apr-2024 07:31:00 05-Apr-2024 12:56:00
Sales Department Division Podium 2nd Floor (Left) |
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22300902 Sanjeev Rukaya 06/04/2024 Saturday |
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22300902 Sanjeev Rukaya 07/04/2024 Sunday |
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All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 08/04/2024 Monday 08-Apr-2024 08:33:00 08-Apr-2024 15:10:00
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22300902 Sanjeev Rukaya 09/04/2024 Tuesday |
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22300902 Sanjeev Rukaya 10/04/2024 Wednesday |
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22300902 Sanjeev Rukaya 11/04/2024 Thursday |
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22300902 Sanjeev Rukaya 12/04/2024 Friday |
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22300902 Sanjeev Rukaya 13/04/2024 Saturday |
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22300902 Sanjeev Rukaya 14/04/2024 Sunday |
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All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 15/04/2024 Monday 15-Apr-2024 08:50:00 15-Apr-2024 18:00:00
Sales Department Division Podium 2nd Floor (Left) |
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22300902 Sanjeev Rukaya 16/04/2024 Tuesday 16-Apr-2024 08:48:00 16-Apr-2024
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22300902 Sanjeev Rukaya 17/04/2024 Wednesday |
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22300902 Sanjeev Rukaya 18/04/2024 Thursday |
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22300902 Sanjeev Rukaya 19/04/2024 Friday |
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22300902 Sanjeev Rukaya 20/04/2024 Saturday |
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22300902 Sanjeev Rukaya 21/04/2024 Sunday |
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All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 22/04/2024 Monday 22-Apr-2024 08:48:00 22-Apr-2024 18:04:00
Sales Department Division Podium 2nd Floor (Left) |
All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 23/04/2024 Tuesday 23-Apr-2024 08:49:00 23-Apr-2024 18:08:00
Sales Department Division Podium 2nd Floor (Left) |
All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 24/04/2024 Wednesday 24-Apr-2024 08:40:00 24-Apr-2024 18:01:00
Sales Department Division Podium 2nd Floor (Left) |
All Outside Catering Venue Commercials Venue Services Management N-Podium 2nd Floor (Left) -- N-
22300902 Sanjeev Rukaya 25/04/2024 Thursday 25-Apr-2024 08:41:00 25-Apr-2024
Sales Department Division Podium 2nd Floor (Left) |
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22300902 Sanjeev Rukaya 26/04/2024 Friday |
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22300902 Sanjeev Rukaya 27/04/2024 Saturday |
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22300902 Sanjeev Rukaya 28/04/2024 Sunday |
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22300902 Sanjeev Rukaya 29/04/2024 Monday |
Sales Department Division
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22300902 Sanjeev Rukaya 30/04/2024 Tuesday |
Sales Department Division
 As per your request regarding the continuation Evidence or experience letter.