pan pacific dhaka

8/11/2019 Pan pacific dhaka

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and rejuvenate with state-of-the-art facilities, and an outdoor pool set amidst

lush greenery. Guests are given a unique opportunity to take in the culture of

Dhaka, where interesting sights abound within close proximity of the Pan Pacific

Sonargaon Dhaka hotel. This 5 star hotel is part of the Pan pacific Hotels and

Resorts, which is a leading brand in Asia and the Pacific Rim that continuously

exceeds global standards of quality. The Pan Pacific brand is synonymous with

personalized care and encompasses a culture of subtleness, delicate service and

attention to detail.

Each year, Pan Pacific Hotels and Resorts is recognized with prestigious global

accolades for consistent delivery of luxurious accommodation, high quality

amenities and service excellence. Offering a distinctive value proposition in hotel

management backed by 30 years of success in managing hotels, Pan Pacific

Hotels and Resorts has been recognized by Cond Nast Traveler magazine as

amongst the top 25 hotel companies demonstrating social responsibility.


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Pan Pacific Hotels and Resorts takes pride in balancing the needs of all of its

stakeholders: owners, guests, associates and the local communities in which it

operates. The groups goal is to maintain this as it continues to create further

returns and enhance asset value of the hotels.

The fast expanding hotel group is owned by Pan Pacific Hotels Group, the listed

hotel subsidiary of UOL Group Limited which is one of Asias largest hotel and

property companies with a diversified portfolio of investment and development

properties. Headquartered in Singapore, Pan Pacific Hotels and Resorts has a

portfolio of 17 upscale hotels, resorts and serviced suites representing over

5,850 rooms in 10 countries across Asia and North America. It has offices in

Hong Kong, London, San Francisco, Singapore and Tokyo. Pan Pacific Hotels &

Resorts is a founding member of the Global Hotel Alliance, the worlds largest

alliance of independent hotel brands. In Bangladesh, Pan Pacific Sonargaon is

owned by a subsidiary holding company, which in turn is owned by the Govt. of

Peoples Republic of Bangladesh. This governmental holding gives this hotel a


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Distance of important offices from Corporate Office:

World Bank (WB) 4 km

Asian Development Bank (ADB) 4 km

United Nations Development Program (UNDP) 4 km

World Health Organization (WHO) 1 km

Bangladesh Garments Manufacturers and Exporters Association (BGMEA) -

0.25 km

Key Business Sources

Being a country struck with poverty, Bangladesh lacks modern five-star facility

enabled hotels within the country. Pan Pacific Sonargaon fills this void by

offering top notch modern facilities right in the heart of the capital, minutes

away from the business district of Karwan Bazar. It serves an important role by

catering to international clients in dire need of a facility capable of rendering

services of five star standards. Also benefited are local high net worth individuals

with similar needs. Domestic corporate houses are also a regular client base for

this hotel.


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A site visit at the hotel premises suggest that contracts of headline-making

meetings, press conferences, AGMs, company conferences, seminars, interviews

and other activities are businesses that the hotel management and ownership

consider to be prime objectives to attain. Other popular businesses the company

sets an objective to attain are seasonal parties and balls which reign in good sales

and advertizing revenue. Special events and occasions such as concerts and live or

recorded musical performances are also a regular attraction and a vital company

focus. The hotel itself owns several restaurants within its premises and a round-

the-clock catering services, which provides another steady stream of revenue.

Company Objective

A conversation with Mr. Eldridge J Mac Ewan III, General Manager of Pan Pacific

Sonargaon, revealed some interesting insights into the objectives of companys

top level management. The excerpt of our conversation with him, highlighting

the key objectives, are as follows:


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To ensure running a profitable and professional company, while

building relationships with customers, suppliers and investors, and

developing the business as a whole.

No compromise on ethics for sake of returning high revenue.

Setting a trend for high standards in the hotel industry.

Secure hotel management contracts and successfully manage the

hotel investments, underpinning asset values.

Further reinforce Pan Pacific Sonargaons position in the market

place as a recognized and trusted Hotel Management Company.

Achieve levels of profit sufficient to provide for reinvestment and

suitable returns to stakeholders, investors, and chief owner, Govt.

of Peoples Republic of Bangladesh.

Within each hotel operation, provide complete satisfaction to

clientele in terms of facilities and service standards, food and

beverage related products, at a fair price.

Manage hotels by human resource policies which encourage and

rewards individual and unified effort and achievement.


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Provide training and personal development opportunities and create

a working environment in which staff can feel a real sense of job

involvement.

Market the hotel through recognized and trusted brands, selected

agencies and direct marketing initiatives from the hotels to high

standards of ethics and taste.

To achieve high profitability.

To promote Bangladesh as a tourist destination.

Adopt best commercial practice and ethical standards in dealing with

clientele, suppliers of goods and services and other contacts.

Seek to comply with all statutory legislation and other external

relevant authorities. Define and keep under review Company policy,

allowing flexibility for local requirements.

To attract FDI (Foreign Direct Investment) and play the role of a

catalyst in energizing Bangladesh s economy.

Management Team


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Mr. Eldridge J Mac Ewan III

General Manager

Email: [email protected]

Mr. A. K. M. Morshed

Director Technical Services


Mr. M. A. Awal

Director of Sales


Mr. Asif Ahmed

Director of Finance


Mr. Mohd. Oliullah

Assistant Director Food and Beverage

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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Mr. Quazi Elias Hossain

Assistant Front Office Manager


Mr. A. N. M. Anwarul Azim

Senior Catering Manager


Mr. Fazlul Haque Shikder

Reservations Manager


Services Offered

1. Rooms

a. Standard Room

Located in the Courtyard Building. Suitable for single

occupancy, offers in-room broadband internet, cable TV and

direct dialing telephone service.)
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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b. Deluxe King

Located on the 5th - 7th Floor, our Deluxe King rooms are

luxuriously appointed and offer in-room broadband internet

access, satellite and cable international television channels,

electronic safes and door locks, bathrobes, slippers, marble

bathrooms, extensive mini bar selection, large desk area, hairdryer

and television.)

c. Deluxe Twin

Located on the 5th - 7th Floor, our Deluxe King rooms are

luxuriously appointed and offer in-room broadband internet



bathrooms, extensive mini bar selection, large desk area,

hairdryer and television.)

d. Premier King


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Located on the 3rd and 4th floor, Premier King rooms are

luxuriously appointed, newly renovated. Premier King rooms

offer free in-room broadband internet access, satellite and

cable international television channels, electronic safes and

door locks, bathrobes, slippers, marble bathrooms, rain

shower, extensive mini bar selection, large desk area, hairdryer

and wall mounted LCD television.)

e. Premier Twin

Located on the 3rd and 4th floor, Premier Twin rooms are

luxuriously appointed, newly renovated. Premier Twin rooms

offer free in-room broadband internet access, satellite and

cable international television channels, electronic safes and

door locks, bathrobes, slippers, marble bathrooms, rain

shower, extensive mini bar selection, large desk area, hairdryer

and wall mounted LCD television.

2. Suites


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a. International Suite

Located on the top floor, our largest and most prestigious

suite spanning both sides of the hotel with pool and city

views. The International Suite is fit for royalty, with an

expansive bedroom, King size bed and luxurious marble

bathroom.

An entertainment area incorporating leather lounges and dining

table for up to eight guests is adjacent to a large guest

bathroom and formal entrance area, in-room broadband

internet access, satellite and cable international television

channels, electronic safes and door locks, bathrobes and

slippers.

b. Bengali Suite

Located in the top floor, Bengali Suites are extremely

spacious incorporating three main areas, king-sized bedroom,


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dining area for 6 or more guests, kitchenette and bar, plus

lounge and adjacent guest bathroom, in-room broadband


channels, electronic safes and door locks, bathrobes, slippers,

marble bathrooms, extensive mini bar selection, large desk area

and hairdryer, access to the exclusive Pacific Lounge including:

Breakfast and evening cocktails canaps

Laundry and dry cleaning

International newspapers

Local calls

All-day tea/coffee facilities

c. Executive Suite

Executive Suites are large suites with views of the city or

pool area, including king sized bedroom and an additional guest

bathroom adjacent to the lounge and dining area, in-room

broadband internet access, satellite and cable international


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television channels, electronic safes and door locks, bathrobes,

slippers, marble bathrooms, extensive mini bar selection, large

desk area and hairdryer, access to the exclusive Pacific Lounge

including:


Laundry and dry cleaning facilities

Local phone calls

International newspapers & magazines

All-day tea/coffee facilities

d. Junior Suite

Junior Suites provide a large king sized bedroom with

separate lounge area perfect for business meetings or small

formal gatherings. Offering in-room broadband internet access,

satellite and cable International television channels, electronic

safes and door locks, bathrobes, slippers, marble bathrooms,


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extensive mini bar selection, large desk area and hairdryer,

access to the exclusive Pacific Lounge including:


Unlimited laundry and dry cleaning

International newspapers & magazines

All-day tea and coffee at the Pacific Lounge

3. Pacific Club

a. Pacific King

Located on the 7th and 8th Floor, Pacific Deluxe Rooms are

luxuriously appointed, and offer in-room broadband internet



bathrooms, extensive mini bar selection, large desk area,

hairdryer. Access to the exclusive Pacific Lounge includes the

following complimentary privileges:


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Seamless check-in service, incorporating being

immediately escorted upon arrival, to your choice of the

Pacific Lounge or your guest room, by passing all front

desk formalities.

Fruit basket in your room upon arrival.

Personal butler service.

Choice of breakfast daily, either in Lounge or Room

service.

Evening cocktails at the Pacific Lounge.

Daytime tea, coffee, soft drinks and snacks at the

Pacific Lounge.

Laundry, dry-cleaning and pressing.

Extended check-out until 6:00 pm (subject to

availability).

Business magazines, local and international newspapers.

Complimentary use of Business Center Meeting Room

for 1 (one) hour.


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Complimentary local telephone calls from your guest

room or the Pacific Lounge.

b. Pacific Twin

Located on the 7th and 8th floor, Pacific Deluxe Twin rooms

are luxuriously appointed, and offer in-room broadband


channels, electronic safes and door locks, bathrobes, slippers,

marble bathrooms, extensive mini bar selection, large desk

area, hairdryer, access to the exclusive Pacific Lounge including

the following complimentary privileges:

Seamless check-in service, incorporating being

immediately escorted upon arrival, to your choice of the

Pacific Lounge or your guest room, bypassing all front

desk formalities.

Fruit basket in your room upon arrival.

Personal butler service.


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Choice of breakfast for 2 (two) daily, either in Lounge

or In Room

Evening cocktails at the Pacific Lounge.

Daytime tea, coffee, soft drinks and snacks at the

Pacific Lounge.

Laundry, dry-cleaning and pressing.

Extended check-out until 6:00 pm (subject to

availability).

Business magazines, local and international newspapers.

Complimentary use of Business Center Meeting Room

for 1 (one) hour

Complimentary local telephone calls from your guest

room or the Pacific Lounge.

Special Deals

1. Preference by Pan Pacific Sonargaon

2. Supersaver (20% discount)


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3. Singapore Airlines boarding pass privileges

4. American Express Selects

Shopping Arcade

Areas include:

Jewellery shop

Souvenir and handicraft shops

Art gallery

Carpet shop

Bookstall

Photography shop

Private Tours

Tour One - Tour of Historical Dhaka (three to four hours)

This tour includes visits to Parliament House, the Satmasjid, Lalbagh Fort

and the National Museum


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Tour Two - The Sights of Dhaka (four to five hours)

This tour includes visits to the Baitul Mukarram Mosque, a Buddhist

temple, Baldha Garden, Bahadur Shah Park, Sadar Ghat, Ahsan Manzil, the

Armenian Church and the Star Mosque

Tour Three - Sonargaon Old City (four to five hours)

Tour Four - Savar Memorial including the National Monument (four to

five hours)

Tour Five - Shopping South (minimum three hours)

Shop in places such as Elephant Road, Banga Bazar, Eastern Plaza, Aarong

Tour Six - Shopping North (minimum three hours)

Shop in places such as New Aarong Gulshan, Kumudini Carpet Centre,

Ideas, Westecs, Gulshan Market

On demand Facilities

Concierge

Medical centre

24 hours room service


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Laundry service

Limousine rental

Business offices

Savvy Beauty and Barber Salon Beauty packages, bridal make-up,

skincare, haircuts, facials, manicures, pedicures and other beauty

treatments are available on the 3rd floor of the Courtyard building.

Guests are provided with complimentary tea and coffee.

For those seeking a healthy lifestyle in a relaxing surrounding, our Health

Club offers a fully equipped gymnasium including sauna, steam

room, professional massage treatments and personal trainers. Recreation

enthusiasts will enjoy the impressive Swimming Pool and Health Club.

Pan Pacific Sonargaon Dhaka offers extensive fitness facilities at Health

Club including:

Fully equipped gymnasium

Sauna

Hot bath jacuzzi for both male and female areas


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Open air hot bath jacuzzi

Hot / cold showers

Steam room

Swimming pool

Kids swimming pool

Massage service

Personal training sessions

Swimming lessons for children and adults are conducted by our professional

and skilled instructors.

Dining

In addition to accommodation, Pan Pacific Sonargaon offers dining facilities to its

guests all year round. An array of world-class cuisine abounds this culinary haven,

with varied flavours tempting the palate of guests around the world. The

restaurants under this branch of services are provided in the following:

Jharna Grill


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Our signature restaurant, offering imported meats and local freshly

caught seafood, Jharna (in Bengali, translates to "fountain"), boasts

a world-class menu and 5-star service set amongst the hotel's

distinctive and elegant water features.

Location:

Located on lobby level

Cuisine Type:

Grill

Signature Dishes:

Dress Code:

Smart Casual

Operating Hours:

Lunch : Saturday - Thursday 12:00 noon until 3:00 pm

Dinner : Daily 7:00 pm until 11:00 pm

Telephone:

(880) 2811 1005


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Ciao Bistro

Ciao Bistro offers traditional Italian cuisine. Using the freshest of

imported and local ingredients, Ciao Bistros menu is ever changing;

combining traditional favourites with modern cutting edge dishes. An

extensive wine and beverage list is also available.

Location: Second floor, mezzanine level.

Cuisine Type: Italian

Dress Code: Smart Casual

Operating Hours:

Dinner : Daily 6:00 pm until late

Telephone: (880) 2811 1005

Caf bazaar

Located on the lobby level, Cafe Bazar offers ever changing

contemporary international selections with an extensive buffet or a-

la-carte menu for breakfast, lunch and dinner. Caf Bazar also offers

a Global Taste buffet with a selection that changes dail y, and is

based on a particular region of the globe.


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Location: Lobby Level

Cuisine Type: International


Operating Hours: Breakfast

Lunch and Dinner : Daily 6:00 am until late

Telephone: (880) 2811 1005

Aromaz

Aromaz offers the best snacks and pastries in town, featuring

freshly baked breads and oven fresh cakes with a wide range of

variety.

Cuisine Type: Drinks and snacks

Signature Dishes:


Operating Hours: Daily 10:00 am until 9:00 pm

Telephone: (880) 2 811 1005

Balcony Bar


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Relax and enjoy a drink from our extensive list and catch all of the

latest sports action on the big screen. Balcony Bar, located at

Second Floor - mezzanine, has a wide range of imported beers and

spirits, food and drink specials all week.

Location: Located at Second Floor mezzanine



Operating Hours: Nightly 6:00 pm until 12:00 midnight

Telephone: (880) 2 811 1005

Lobby Lounge

Enjoy the finest coffee made by internationally trained baristas, tea

and freshly baked treats in Dhaka's premier meeting place,

accompanied with live flute and tabla music every evening, Lobby

Lounge is a luxurious treat.




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Operating Hours: Daily 7:00 am until late

Poolside caf

Located on the pool side, this restaurant and bar serves healthy

adaptations of South Indian favorites.

Location: Pool side

Cuisine Type: Indian

Signature Dishes:


Operating Hours: Daily 10:00 am until 10:00 pm

Telephone: (880) 2811 1005

Reservation System

Hotels that allow for internet booking are worldwide chains, thus the whole

transaction occurs outside of Bangladesh, despite the fact that the service will

be performed in Bangladesh. At Sonargaon Hotel, subsidy of Pan Pacific, an

person can make reservations through a secure server that is protected by an

independently certified Secure Certificate. So that a browser can verify such


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certificates, the browser contains details within its preferences of the various

Certifying Authorities. These details are known as Root Certificates and for

security they all have expire dates. The hotel's Certifying Authority is Thawte

Certification. In order for Mozilla Firefox and Internet Explorer browsers to

connect to the hotel's secure server (and the estimated 20% of all secure

servers using Thawte certificates), a user needs to go through a "rollover"

process. When the procedure is complete, the user can then return to the Pan

Pacific reservation page.

Transaction System


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The processes involved in a transaction system are:

Select Hotel & Date

Room Availability & Rates

Add-ons

Guest Details

Confirmation

Typically, in order for a transaction to begin, the customer has to sign up for

an account with Pan Pacifics global system. Based on that, the user creates a

profile which stores personal information such as contact details, name,

addresses, phone number, fax number, mobile number, e-mail addresses, preferred

method of communication, etc. It also stores the users favourites and offers

customizable options to make the clients browsing more convenient. It also

suggests saving options so that the user can take advantage of various discount

schemes from time to time based on spending habit.


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Payment System


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The websites accepts secure payments through various internationally accepted

cards. Included among these are VISA debit and credit cards, Mastercard, Diners

International, Discovery and American Express. Once all the necessary information

is entered, the data is sent to a secure server which communicates with online

banking systems which are affiliated with Pan Pacific groups global systems. If

the payment is verified, the reservation and booking goes through. The system

also guards against fraudulent activities. Credit card payments which are

suspicious or customers whose identities cannot be reasonably substantiated, are


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reported to the appropriate authorities. In some cases, the credit cards are

flagged and blacklisted, especially if repeated offenses occur.

Business Model

ValueProposition

Create value for the customers by offering them convenient transaction andpayment opportunities through online booking.

MarketOpportunity

There is plenty of opportunity available to offer online booking, checking-in andchecking-out facilities in Bangladesh, since rest of the industry is laggingbehind in terms of IT literacy and technological services.

CompetitiveEnvironment

Though the hotel industry is extremely competitive, the e-commerce aspect of itis not so rampant in Bangladesh yet. Pan Pacific Sonargaon is considered tobe one of the market leaders in this section. Therefore the management trieshard to retain this position at all costs.


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Revenue Model

Pan Pacific Sonargaon makes use of most of the recognized revenue models to

further their revenues. As a matter of fact, according to their Director of

Sales, Mr. A. K. Awal, the hotel posted record profit ever in its history in the

financial year of 2010. The management, upon reviewing the reasons behind this

success, estimates and has set a target for all its employees to increase net

profit by a minimum of 3% compared to 2010 in the year 2011. Below, a

concise outline of the revenue models employed by Pan Pacific Sonargaon is

outlined.

Competitive Advantage

As explained above, Sonargaon Hotel is presently the market leader. However,one unique advantage they have over their competitors is that they are part of aGlobal Alliance, which lets them enjoy increased clientele compared to localrivals.

MarketStrategy

The management strategizes regularly, holding meetings, offering developmentand training sessions, and often hires consultans to improve the effectivenessand efficiency of its Online Booking systems so that it comfortably holds on toits market share and performance.

Organ.Develop.

Foreign teachers, motivation speakers, faculty from local universities andcolleges frequent the Sales, Marketing & IT teams on a regular basis todevelop the personnel. This helps Sonargaon's employees to maintain andincrease the standard of services they offer continually.


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Advertizing Revenue Model

Pan Pacific Sonargaon advertizes on various travel and booking

websites to attract more customers. It also advertizes for its

sister companies within the Pan Pacific Consortium, as well as

Grand Alliance (Worldwide) group. As a result, not only

Sonargaon gets customers recommended by its partners and

allies, it also gives them the opportunity to get more

business from their very own clientele when they travel.

Subscription Model

As detailed above in the transaction process and its related

images, a subscription is necessary to access the booking,

reservation, and payment privileges. This makes the whole

process convenient, time and cost-effective for both the

customers and the hotel. This saves expenditure, which

increases revenue, and creates increased value for the client.

Transaction Fee Model


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travel agencies and bookers. Pan Pacific Privileges for Bookers

is for professionals that make corporate bookings on behalf of

organisations. Their choice of Pan Pacific gives rise to the

opportunity to enjoy Sonargaons unique brand of personalised

care and unrivalled attention. Each booking earns Privileges

Points, which can be exchanged for a range of exciting

rewards. Simply quoting membership number while making

reservations at the participating properties will add points

automatically. This Pan Pacific Privileges program for Bookers

is only available to residents of the respective countries.

Product Demonstration

Our research team visited the Pan Pacific Sonargoan Hotel premises on Thursday,

February 3 rd , 2011 to witness a first hand experience of how the E-commerce

website works. Our gratitude goes to Mr. A.K.M. Morshed, director of Technical

Services, for giving a live demonstration of the reservation system in real-time.


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We also got to see how credit card transactions, verifications and booking takes

place. We were also fortunate to see how loyalty program clients get extra

privileges for their continued use of services offered by the hotel. This proved to

be a mutually beneficial arrangement where both the hotel and clients offer each

other high valued business.

Suggestion

While our team was generally impressed with the efficiency of Pan Pacific

Sonargaons electronic reservation system, it lacks a personalized view and

options for residents of Bangladesh. It appears that the website is engineered

for the sole purpose of attracting foreign clientele. The truth remains,

Sonargaon is a very exciting and happening five star oasis in the country. There

is a great level of latent demand and interest in the services and products

offered by this establishment. Due to lack of advertizing and promotion of these

aspects, local residents are generally in dark.

We also noticed a lack of enthusiasm among the top level management to use

Bangla in their website. It almost feels as if the hotel is not part of Bangladesh.


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The website not only makes no use of Bangla, it also doesnt allow reservation

forms to be filled out in Bangla. For a chain company that boasts to be global,

it definitely lacks a local touch.

Conclusion

Finally, we would like to thank our instructor, Mr. Sajib Saha, for providing us

this stimulating and exciting opportunity to study the inner workings of an e-

business enterprise first-hand. We hope and believe that this experience will

enable us to understand the mechanisms and structures of incorporating online

technology to existing businesses and hence increasing its profitability.

pan pacific dhaka

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