1.

3 Background of the establishment

Lake Victoria Serena Resort is owned by a Pearl Development group, a private company and is
managed by the Serena hotels group. LVSR is a five star resort operated by the Serena hotels
group. It is the second property in Uganda the Serena brand. The flagship hotel in the country
operated by the group of the 5 star Kampala Serena Hotel located on the Nakasero hill in central
Kampala, Ugandas Capital city.
It was acquired by in 2006, formerly called Ranch on the Lake. Lake Victoria Serena Resort is
undergoing expansion and renovations and after its completion, it will consist of 124 individual
rooms including ten suites of which are presidential suites. The resort will also have its own
helicopter for easy transition between the Resort, Entebbe International Airport, and the Kampala
Serena Hotel. Other planned amenities include a luxury residential complex, a golf course,
marina and a conference center as well.
Lake Victoria Serena Resort is styled to replicate the lines of classic rustic Roman villa, which
just as easily stand amid the sunflowers of the Tuscan Hills, as on the shores of Africas lake,
Lake Victoria Serena Resort is the latest addition to the Serena East Portfolio.
The entire Resort sits on a prime lake shore piece of real estate that measures an estimated 275
acres (111.3 hectares). Lake Victoria Serena Resort is located on the Lweza Kigo road in
Lweza, Kigo Zone in parliamentary constituency of Kyambogo County South, in Wakiso District
in central Uganda along the north western shores of Lake Victoria. This location is
approximately 15km by road, south east of Kampala-Ugandas capital city. The co- ordinates of
the hotel are 00 11 55N, 32 35 55 E latitude: 0.198610, longitude: 32.5986 10).

Hotel organization structure

General
Manager

HR
MGR

Asst. HR
MGR

F&B
MGR

Executive
Chef

Executive Secretary

Financial
MGR

Cost
Account

Respective
Chefs, Waiter
& Waitress

Petty
Cashier

Store
MGR

Maintenance
MGR

Receiving
Clerk

RMS DIV MGR

Asst. M/CE
MGR

Store Keepers

Internal
Auditor

Finance
Account

Security MGR

House Keeping
MGR

Subordinate
House Keeping
Staffs

Credit
Controller

Reception
MGR

I.T Manager

Reception Supervisor,
Reception Cashier /
Receptionist.

Technicians, I.T
Staff

F&B
Controllers

Co. Private
Security

2.1. INTRODUCTION
The time keeper welcomed us, requested for our introductory letters as confirmation of our
training at Lake Victoria Serena Golf Resort.
She took us through the hotel premises and showed us the various departments and sections i.e.
Food production
Housekeeping
Security
Foods & Beverages services
Staff lockers
She read to us the rules and regulations to follow and gave us name tags for identification
throughout the entire training. She also gave us a timetable for the training program that is to say;
from the kitchen to Foods & Beverages services to Housekeeping and lastly to stores.
She also told us the uniform we were to put on in the different departments i.e. full chefs
uniform for the kitchen, a white shirt with black skirt or trouser for the rest of the other
departments
2.2.0 KITCHEN
Lake Victoria Serena Golf Resort has six kitchens, that is to say;
Main kitchen
Sea fusion kitchen for fire dining

Poolside kitchen for pool snacks

Coliseum kitchen for banqueting
Club house kitchen for golfers orders
Staff cafeteria kitchen
The main kitchen and the club house kitchen are properly demarcated into various sections
which include;
Pastry and bakery
Butchery
Gardemange
Entrementire
Curry corner
Hot pickup and soveier
Still room
Wash up
Sous chefs office
Head chefs office
2.2.1 KITCHEN EQUIPTMENT AND MACHINERY
a) MACHINES

1. Ovens
2. Toasters
3. Micro wave
4. Deep fryer
5. Salamander
6. Dough mixers
7. Juice machine
8. Butter beater
9. Chillers and freezers
10. Sandwich machines
11. Blenders
12. Potato peeler
13. Warmers and proving machine
14. Dough sheeter
15. Carrot peeler
16. Waffle machine
17. Calvary machine

18. Vegetable slicer

19. Meat cutter
20. Grills
21. Tandoor oven
22. Dish washer
b) SILVER WARE
Cutlery
1.
2.
3.
4.

Forks, knives and spoons

Tin opener
Pans and ladles
Food inserts

CROKERY
1.
2.
3.
4.
5.
6.

Salad bowls
Sauce bowls
Cereal bowls
Salad and dessert platters
Plates and cups
Trays

GLASS WARE
1. Glass bowls
2. Glass stands
3. Dessert glasses
Wooden ware-Chinese bowl holders

2-2.2 FOOD PRODUCTION ORGANISATION STRUCTURE

2.2.3 KITCHEN PERSONEL AND THEIR DUTIES

1. EXECUTIVE CHEF
Heads the kitchen department
Attends hotel executive meetings
He is in charge of food control in the hotel
He is in charge of control of staff discipline
Sets and monitors standards
Evaluates the performance of kitchen equipment and staff
2. SOUS CHEF
He is the assistant executive chef
Performs duties of the executive chef

3. PRODUCTION CHEF
The head of food production section in the kitchen
Ensures that food is served at the right time
Makes time tables for staff
Performs other duties assigned to him
4. PASTRY CHEF
Heads pastry and bakery department
Ensures that the standards of pastry and bakery products are maintained
Evaluates the performance of pastry section
Assigns duties and responsibilities to the staff
5. CHEF STEWARD
Heads the steward department
Ensures that cleanliness of the kitchen is up to standard
Makes requisitions for cleaning equipment and materials
Controls staff discipline and assigns responsibilities.
6. CHEF DE PARTIE
Heads the section

Makes requisition for the section

Controls the discipline of his juniors
Attends section meetings and forwards their grievances
7. COOKS
Prepare food and beverage
Perform duties assigned to them by their superiors
8. STEWARDS
Cleans kitchen and its equipment
Perform duties assigned to them by their superior
Arrange buffets for banquets
Monitors food items on buffets
2.2.4 THE DESIGN AND LAY OUT OF THE KITCHEN
a) Physical layout
Lighting: 24hrs lighting system in the kitchen has helped in delivery of high quality services to
clients. On addition to heavy duty bulbs, properly fitted insect traps which prevent insects from
falling into food have been put in place.
Floor: non slippery which are well maintained and cleaned momentarily

Working surfaces: every section has stain free silver tables which are sanitized at every
commencement of work and cleaned immediately after work
Wall finishing: tiles of 10meters high from the floor surface which are cleaned periodically
Storage areas: the kitchen has different storage areas which include 4 chillers that is; vegetable,
meat, pastry and production chillers and two freezers for dairy products and meat.
Every section in the kitchen has a fridge with locks where perishable items are stored and a dry
store for dry items
Aeration: unlike hot pickup, saucier and local corner sections which have a hood above hotline,
the other sections have air conditioners
Drainage: every section has a sink with taps of both hot and cold running water. The kitchen is
demarcated with drainage ways to allow the flow of water and oils throughout the kitchen.
b) General appearance
Pastry and bakery section
Its headed by the pastry chef
This section is made up of two sub sections that is; pastry and bakery section.
The pastry section is responsible for all the disserts needed by the hotel restaurants, banquets,
bars and staff cafeteria
Bakery section is responsible for all the breads needed in the hotel
Gardmanger

This is a cold kitchen in charge of preparation of starters, sandwiches, cold sauces and dressings.
It also deals with cold sauces like
Vinaigrette sauce.
Tartar sauce
Cocktail sauce
Italian dressing
Pesto sauce
French sauce which is only mayonnaise and honey
Ranch sauce

Hot pickup
This section is in charge of all ala carte and it serves restaurants, bars and room service
It also makes all the needed hot sauces required on the menu and also handles the local dishes on
the menu. It is where most of the sauces and their respective accompaniments are prepared i.e.

Pepper sauce served with fillet steak.

Red wine sauce served with dry meat.
Mushroom sauce served with Turkey / Chicken
White sauce and sweet and sour sauce

Breakfast / still room

Prepares and serves breakfast and is also responsible for buffet standards
It handles active cooking and meant curving on buffets.
Under this subsection of the kitchen; I learnt several teas and coffees as seen below respectively:
Black tea (this is hot water and tea leaves), English tea (black tea and milk aside), African tea
(coffee with hot milk).
On the other side of coffee, there is Espresso coffee (is a sharp type of coffee either single or
double, cappuccino a shot of espresso tapped with froth milk served in cappuccino cup), cafe

latte(the same like cappuccino but served in latte glass), mocha(a shot sharp of espresso served
with hot chocolate tapped with frothy milk), hot\ drinking chocolate[ a mixture of chocolate
powder and milk].
Entrementier
This deals with the vegetables and Italian dishes. Under this section, many creams were reached
and studied as seen below: Cream of vegetables, clear of fishermen soup, cream of tomato soup,
cream of mushroom soup, and cream of roasted pumpkin, Mongolian starry food, honey grazed
potatoes, cream of chicken soup and many more.

Stewarding section
This is headed by chief steward
It is responsible for cleanliness and of the kitchen and its equipment
It also sets and decorates buffets.
Storage Area
Items which are ready to be eaten are kept in a chiller for preservation for an order. Fresh fruits
and vegetable are also kept in the chiller for a long stay. Beef, parks, fish, chicken are kept in a
deep freezer for preservation.
Dish and Glass Wash Room
This room has machines for both dish and glass materials. They are electrical machines which
use hot water for washing.
Pot wash room

This is where silver materials like inserts, food warmers, chapping boards, sauce pans, frying
pans, whiskers, ladies colanders etc washed from.
This department mainly involves production and preparation of food and beverages (local
dishes), coffee and teas, juice and drinking water. Most of the food prepared was continental and
intercontinental dishes and menus were alacarte and table dehote or buffet
Preparation of food and beverage items
The bouyoler picks the orders from the waiters, prepares foods and beverages like beef lague,
chicken turdonly, chicken tinker, tea, coffee and juice which are served in right quantities and at
the right time by waiters to the guests
Cleaning utensils
The department also ensures that all utensils like pans, dishes and other kitchen equipment used
in food and beverage production are clean and also make sure that the kitchen was properly
cleaned before any activity started, this is done through the use of three container systems and a
hotel slogan, clear as you go by the kitchen staff or workers
Organizing buffets
The department was also responsible for organizing buffets every day that is for breakfast,
Lunch, dinner, conferences and wedding parties which normally took place in rooms like
Kalangala Conference room, gardens. The staff would ensure that all the food needed is provided
and served to the guests in time.
Proper storage of food and beverage materials

It was the role of the head chef all the staff in the production department to ensure that good
storage of perishable food items like tomatoes, meat, milk, fish and eggs are highly observed.

Butchery
This deals with all cuts / chunks of meat that is to say beef, pork, goat and fish, chicken etc.
Under'fish, there are samples of sea foods and these include;

Queen prawns
King Prawns
Squid
Tuna
King fish etc.

Some types of cuts in the butchery include flakes, beef cubes, pork cubes chicken drum steak,
wing pose / chicken wings, double chicken breasts, chicken skewer and beef Skewer.

2.2.5 REQUISITION AND PURCHASING

For all the items used in the kitchen its the executive chef to order and forward the order to the
purchasing section.
This is done daily depending on how busy the hotel and the menu of the day is. Requisitions are
done by section heads and chef de parties for the items to be used and forwarded to the stores
after being verified by the executive chef.
2.2.6 RECEIVING PROCEDURES
Receiving is done in the presence of either the executive chef or the sous chef

Receiving at Lake Victoria Serena Golf Resort is on standard in that the quality and quantity of
items purchased is checked properly.
Charts showing the appearance of items are displayed and their expiry dates and later weighed at
the receiving bay.
All of these activities are done in the presence of a security personnel, chef and purchasing
manager.
Items received are later stored that is; dairy products in the dairy freezer, vegetables to vegetable
chiller and dry items to dry stores.
2.2.7 SAFETY, SANITATION AND HYGIENE
Lake Victoria Serena Golf Resort recognizes and acknowledges responsibility for food safety
and will ensure that all food and drink provision is safe and fit for human consumption.
The safety, sanitation and hygiene is assured by the following;
i)

Food temperature monitoring with the help of calibrated thermometers whereby

ii)

hot foods should be above 630c and cold foods below 80c
Hand washing basins with both cold and hot running water in place with properly
displayed hand washing procedures.

\Working surfaces which are sanitized at every commencement of work and cleaned immediately
after work
iii)

Color coded sanitized chopping boards are used for food items as below;
Red for raw meats
Yellow for real foods
Green for fruits and salads and vegetables
White for dairy and pastry products

iv)
v)

Blue for fish and sea foods

Foods stored in chillers are covered and date coded
Different bacteria behavior that is the temperature which favors its existence,

vi)
vii)

illness and its prevention are displayed on kitchen notice boards

Fruits and salads are sanitized before consumption
Kitchen staff well groomed in clean jackets and hats and kitchen visitors provided
with dust coats and nets

2.2.8 MENUS
The kitchen has got the following menus;
Alacarte menu
This is a menu where there is individual price of dish.
Cocktail menu
This is done at cocktail parties with some bites / mukyomo and its carried out while standing.
Table de hote set menu
This is called set menu because it Is priced once.
Buffet menu
For this case, the menu is well arranged from the starter, main course and the desserts.
Barbeque
This is where a guest request for the order which order is prepared in front of him/ her.
Number of meals
1. Breakfast

2. Lunch

3.Dinner

LAKE VICTORIA SERENA GOLF RESORT

\CHILDREN MENU

Soup
Cream of tomato
COLD APPETIZER
Freshly made mixed garden salads with vinegrette dressing.
HOT DISHES
Highland beef stew African style
Roasted chicken
Steamed rice
Seasonal vegetables
DESSERTS
Fresh fruit slices
Assorted cakes
FORMAT AND LAY OUT OF THE MENU

LAKE VICTORIA SERENA GOLF RESORT

BARBEQUE DINNER MENU
SOUP
Tomato soup tapped with crispy croutons
SALADS
Tomato, carrots & pineapple, katchumbari, cucumber, lettuces
DRESSING

Vinegrette, tartare, cocktail, olive oil, balsamic

FROM THE GRILL
Beef bocrewors, chicken tandoori pork steaks, whole tilapia, marinated lamb chops,
spicy vegetable kebab.
HOT BARBEQUE SAUCES
Mushroom, fine barbeque sauce, herbs gravy
ACCOMPANIMENTS AND VEGETATARIAN OFFER
Baked potatoes, oriental rice spinach cannelloni,
Chesse board with crispy crakers and relishes
Ugandan highland tea/coffee.
2.2.9 COST CONTROL
Standard recipe charts are displayed showing clearly the quantity of input and output for
a certain dish.
Requisition of items by every department from stores is done by costing where by the
quantity of items, average price and total price is indicated and verified by the chef
More to that, vegetable peels are used for making stock and sauces and fruit scraps are
for juices
To prevent the problem of rotting, food stuffs are stocked when they are needed and
quality emphasized.
Remaining food items from guests buffets are taken to staff cafeteria to feed the staff.

2.3 HOUSE KEEPING

Housekeeping department is responsible for the general cleanliness of the hotel. This section is
headed by an executive housekeeper and consists of sections like; public area, laundry, florists
section, guest room section and gardens

2.3.1 THE HOUSEKEEPING ORGANIZATION STRUCTURE

Fig. 2.2 housekeeping hierarchy
Housekeeping structure

Executive
Housekeepe
r

Ass.
Executive
Housekeeper

Laundry
Superviso
r

Ass.
Laundry
Supervisor

Floor
Supervisor

Guestroom
attendants

Laundry
Attendants

Public Area
Supervisor

Ass. Public
Area
Supervisor

Public Area
Attendants

2.3.2 DUTIES AND RESPONSIBILITIES OF THE HOUSEKEEPING PERSONNEL

Executive housekeeper
Heads the department
Responsible for the planning of the department
Responsible for departmental reports
Responsible for the drawing out of duty rosters for the housekeeping supervisors
Draws leave time table

Makes requisition for the department from stores

Responsible for guests lost and found property
Controls discipline of the staff
Sets and monitors standards
Assistant executive housekeeper
Performs duties of the executive housekeeper incase the later is away and other duties as
assigned to him by the executive housekeeper
Monitors performance of supervisors
Laundry manager
Mans the laundry
Makes requisitions for detergents and other materials needed in laundry
Controls staff discipline in the laundry section
Plans for the section
Sets and monitors standard of performance for both staff and machines
Supervisor
Receives and handles guest complaints
Draws duty rosters for staff
Responsible for stock control

Maintains set standards

Responsible to the housekeeper
Trains housekeepers on new detergents and machines on market
Monitors and updates the daily work done by juniors
Room attendants
Guest room servicing
Updating room status reports basing on the condition of rooms
Reports maintenance problems in assigned rooms
Public area cleaners
Maintains the general cleanliness of public areas
Reporting any suspicious object or persons in the public area
Laundry attendants
Recording linen entering and leaving linen room
Stock taking all the linen in the hotel
Washing and ironing uniforms, hotel linen and guests laundry
Florists
Ensure attractiveness of the hotel by providing it with beautiful flowers

Gardeners
Responsible for the general cleanliness of hotel gardens, planting trees where need be and
looking after the flower garden
CLEANING SECTION
The cleaning section has five sub sections which are;
Cleaning of public areas in guest toilets, corridors, stair cases and lifts. These areas are
frequently used and so little water is applied to prevent sliding accidents. When mopping, a
warning sign is put on the wet side.
Cleaning of public rooms, restaurants, lounges, lobbies, offices and conference rooms
It involves dusting, collecting rubbish, mopping and cleaning furniture and glasses. Cleanliness
in these areas is all monitored and maintained because they are bus0 y all day long.
Cleaning the outdoor public areas; swimming pools, verandahs and walkways
Shampooing carpets and polishing floors
This work is done bhy the use of shampooing machine and floor care machine. All areas with
carpets are shampooed including guest rooms and in most cases shampooed rooms are made out
of order to give it time to dry
Night cleaning
This involves cleaning of areas which cannot be easily cleaned during the day like parking yards
and roof tops

When cleaning in public areas, a warning sign, wet floor is displayed on the wet side until it is
dry. Buckets and squizzers are used which simplifies the work of house keepers
3.3.4

ROOM SECTION

Work in this section is executed by the guest room attendants (GRA). It involves the following
activities;
Guest room cleaning
Turn down services
Periodic cleaning
Cleaning and making up guest rooms
Procedure for cleaning a room
Read the work sheet
Check for any sign at the door
Knock the door twice
Airate the room
Remove all dirty things i.e. used trays, rubbish
Check and record maintenance issues and report to supervisors
Strip the room of used, dirty or stained
Record all missing amenities and pick them from housekeeping as you come from the laundry
Make the bed
Follow the procedures for cleaning

Soak the toilet

Clear the entire room by removing cobweb
Sweep out the dirt
Follow the procedures of dusting
Replenish the missing amenities
Mop the room
Freshen the room
Wish the guest well
Turn down services
This is normally done in the evening between 1800hrs and 2100hrs unless the guest requests for
service before that time.
It involves the following:
Drawing curtains
Laying turn down mats and slippers
Turning off lights and putting good night amenities
Special cleaning
These are done periodically and they include among others;
Bathroom grouting
Cleaning telephones

Cleaning chairs
Mattress changing
Housekeepers clock in the office and pick amenities, maids sheet and a door card organized by a
supervisor and desk clerk
Reports indicating the status of rooms are made by GRAs and approved by supervisors before
being forwarded to the desk clerk. These reports also indicate the missing items and special
requests by guests
Cleaning in rooms is done systematically that is starting with rooms on arrival, vacant rooms and
then occupied rooms
Stock taking of linen is done at the beginning and ending of each shift
MACHINES USED IN HOUSEKEEPING.
Floor care machine
Woovers
Wet vacuum cleaner
Trolleys
Detergents used include;
3-way cleaner for toilets
Super 10 for stains

Grease tart for metals

Liquid soap for mopping floors
Softener for woods
2.3.4 ROOMS
Lake Victoria Serena Resort has a total number of 124 rooms of which 114 are deluxe rooms
Style
Rooms are well furnished, safe and attractive and have the following amenities and facilities;
A show case of lost arts of Africa
Direct dial telephone
Digital multi channel Tv
24hr internet hotspot connectivity
Reading tables
Percolator
Mini bar
Guest room linen like; bath towels, gowns, hand towels and bed sheets
Coffee tray well stocked
Water bottles and glasses

Well stocked guest information

Note books and pens
Slippers
Sewing and shaving kits
All rooms are spacious with balconies, air conditioners and are opened with a door card
For comfort, mattresses are changed every after three months
2.3.5 LAUNDRY AND VALETING
This section is manned by a laundry manager and responsible for all linen of the hotel and
guests. It deals with hotel linen, staff and guest laundry
a) Handling Hotel linen
When linen is received it is counted and recorded
Before washing, linen is sorted out according to color, use and size
Washing is done by the use of washing machines and dried in the drying machines
Silk linen like seat covers are steamed and folded whereas cotton products are ironed by
the use of a calendar machine, folded and arranged accordingly
b) Handling guest laundry
Courteously a guest is welcomed and greeted the moment he approaches the counter and
a laundry attendant inquire how the guest would wish to be helped
When guest laundry is received, its counted in front of the guest and recorded well in
relation to time and how these garments are to be cleaned
Guest linen from guest rooms is also picked together with a laundry card and treated as
above
These garments are later marked by the use of a labeling machine
Garments are sorted according to color, type and method of cleaning
Stains are removed by the use of a stain remover, washed in the washing machine and
dried in the drier

Ironing with a calendar is applied on sheets, shirts are pressed with a pressing machine
and black trousers and skirts steamed by a steam presser
Garments are at times folded neatly or put on a hanger according to the clients
preference. Folded garments are neatly put in a basket
Billing is done following the guest laundry card which states the garment, method of
cleaning, price and special requests.
Distribution of guests laundry is done in time especially if the guest indicated it.
In the basket, garments are distributed with a complete bill
c) Handling staff laundry
Staff uniforms are washed on a time table whereby some departments like kitchen and the
food and beverage service are washed every day while others like maintenance are
washed every after two days.
Whoever hands in a uniform registers with the laundry attendant, uniforms sorted,
washed, dried and pressed.
Machines in laundry
Pressing machine
Calendar for flat work
Steam finisher
Washing machine of 67kg and 49kg
Tumble dryer for drying linen
Sewing machine
Detergents used in laundry
LLD: Laundry Liquid Detergent for all fabrics
Builder C: booster for all fabrics
Ox-brite: oxygen bleach at high temperatures e.g. 700c-900c
Chlorine bleach: destainer
Clare acid: reduces soap from the fabric
Apache: breaks down rust in fabrics that results from water
2.3.6 LINEN ROOM
The linen room is well organized with shelves so the linen is arranged properly and when
issuing, recording is made
Linen is checked regularly to fing out ones which cannot work and are marked as
discarded
Linen inventory is made and at every end of shift, a linen keeper writes a report which is
approved by a supervisor
Guest linen is put on hangers or folded and put under lock in the guest linen room
Housekeeping supervision

a) Room inspection
With a room inspection checklist, a supervisor moves in all rooms checking whether
the standard of guest room servicing is maintained
Trainings carried out
i)

To make sure the standard Operating Procedures are followed by reminding

ii)

them about procedures of LQA

In case of any complaint arising like dissatisfied guest and poor cooperation

among staff
iii)
On new machines, guest armenities and detergents
b) Public area supervision
Supervision is made to ensure that potted plants are watered whenever need be and
dried ones replaced. All areas which need flowers are checked and made ready in
their proper arrangement
Monitoring of work done by public area attendants
HOUSEKEEPING ADMINISTRATION
Day to day is done by the executive housekeeper moving around all areas checking
work done. On the other hand, day to day administration is paper work whereby
reports made from GRAs and PAAs are handed to supervisors and later compiled by
the desk clerk and forwarded to the executive housekeeper
Spot checking of operational areas is done whereby an executive housekeeper
involves herself in work done.
Cleaning materials are controlled by the desk clerk who follows the room status to
give out these cleaning materials
She ensures that the balance of the cleaning materials are returned to the office and
kept in the store
On the GRAs report, quantities of used materials are indicated for inventory
Halfway used materials like toilet tissue are put in the staff washrooms
An executive housekeeper sets standards at which housekeeping duties are executed
Copies of LQA are pinned in all offices and stores to ensure that they are followed at
any time

Standard of performance is checked when they receive guest feedback

Operational budgeting is made basing on the items used and inventory as reported in
a given period of time
A standard quantity of cleaning materials and equipment is set in relation to the
occupancy standard
Housekeeping administration bases on the following documents and records ;
Key control book
Where housekeeping staff signs for the key he is taking in relation to time
This is done for security purposes and prevents the loosing of keys
Lost and found book
From the guest room attendants report, lost and found items are recorded in the lost
and found book
The place where it is found, name of the person who found it and the time.
Housekeeping issue book
This book records all items issued out to housekeeping staff like added linen in
circulation, cleaning materials and equipment
Requisition general book
Requisitions are made for items that the department will need and they are written in
this book
Requisitions made are verified by the executive housekeeper and forwarded to the
purchasing office.
Maids work sheet
This acts as a guideline for GRAs because it indicates the number of rooms one is
going to work on and its status.
Later it acts as a GRSs report because of information like; maintenance requests,
missing items, room status, lost and found item and quantity of cleaning materials
used.
Hand over book
Ending a shift is the beginning of another so, the days happenings are reported in the
handover book
This book disseminates information from one staff to another

FOOD AND BEVERAGE SERVICE

This section is responsible for all food and beverage outlets in the hotel
This section covers restaurant, bars, coffee shops, room service and special functions
2.3.1 ORGANIZATIONAL STRUCTURE OF FOOD AND BEVERAGES SERVICE

DUTIES OF FOOD AND BEVERAGES STAFF

FOOD AND BEVERAGES MANAGER
Heads the department
Responsible for planning of the department
Responsible for departmental reports
Makes requisition for the department from stores
Handles guest complaints which cannot be handled by supervisors
Controls discipline of the staff
Sets and monitors standards
Supervisor
Receives and handles guest complaints
Draws duty rosters for staff
Responsible for stock control
Maintains set standards
Responsible to the housekeeper
Trains housekeepers on new detergents and machines on market

Monitors and updates the daily work done by juniors

Bar man
Responsible for bar stocking
Does stock taking for the bar
Ensures that all beverages and tobacco are available
Hostess
Welcomes, greets and seats guests
Informs the department on available bookings
Provides information to guests about restaurant services and products
Waiters and waitresses
Takes guest orders
Serving and clearing
Billing and receiving payments from guests
Ensures that the restaurant well arranged and stocked with the necessary equipment
2.4.2 RESTAURANT
Serena Golf Course Resort has three restaurants which are; the citadel, Sea Fussion
and the Golf Course restaurant
The citadel design and layout

The citadel is the hotels main restaurant with two terraces. Its an all day restaurant
with highlights of Wednesday Mongolian night, Thursday African night and Sunday Brunch
Restaurant lights are of high class whereby light can be increased and reduced
The restaurant is covered by spotless glasses and properly ventilated with air
conditioners
The restaurant serves breakfast from 0600hrs to 1030hrs, lunch from 1200hrs to
1600hrs and dinner from 1800hrs to 2230hrs
Equipmengt in the restaurant includes the following;
Micro machine and printer used for placing orders to the kitchen and billing
Shakers for salt and pepper
Butter dishes
Sugar bowls
Dissert plates
Buffet main course plates
Ala carte main course plates
Pasta plates
Sauce bowls
Cereal bowls

Soup bowls
Side plates
Cups
Food covers
Glassware
Water glasses
Dissert glasses
Wine glasses
Whisky glasses
Sherry glasses
Brandy glasses
Shooters
Cutlery
Main course forks and knives
Dissert spoons, forks and knives
Butter knives
Fish forks and knives

Soup spoons
Tea spoons
Demette spoons
Furnishing and equipment
The restaurant is well furnished with wooden tables, dumb waiter, cushioned chairs
and coat hungers
Serving methods
British serving method is mostly used in this restaurant followed by a buffet service
French service style is commonly used on banqueting guests who come to the citadel
for meals
Mise-en place
These include; collecting of linen to be used, stocking a dumb waiter and laying
tables and covers
Stock control
This is made at every end of the month by the supervisor and handed over to the food
and beverage manager
Taking orders
The guest is welcomed by the hostess, given a seat and order taken.

The order is then given to the waiter and placed to the kitchen through the micro
machine
Handling complaints
Complaints are handled immediately they arise. Its the food and beverage supervisor
to handle these complaints and if it goes beyond, the manager gets involved in it.
For the case of staff complaints, meetings are called and grievances solved
Payments
After the bill iss closed, the waiter receives money from the guest and takes it to the
cahier. The balance if any and the closed bill are given to the guest
Roistering staff
At every shift, staff are given stations where they are to work and general time tables
are made indicating the working time of the staff and off days
At a given time, staff are normally special duties like stock taking
Reservations
Reservations are made after all staff are informed of them, arrangements are then
made and a table is set and declared reserved
Marketing

This is done by the hostess explaining what is on the menu as well as suggesting
whether the guest would prefer ala carte order or enjoying a well displayed cold and hot
dishes from the buffet
Waiters go on by expressing the items which are not on the menu but can be prepared
Suggestive and up selling skills are applied
Waitering
This duty is done by professional well behaved and groomed personnel who have
food and beverage knowledge
These courteous personnel approach guests immediately they enter the restaurant,
offer them seats, introduce themselves and inquire how the guest would wish to be helped
They express their skill in serving, carrying food and drinks and clearing
2.4.3 ROOM SERVICE
This piece of work is done by well groomed personnel who do their mise-en place in
the room service office located near the kitchen
Orders are taken by phones and room service cards and are placed to the kitchen
Hygiene is emphasized by covering the food before its taken to the room
Hot foods are always taken hot on a hot plate
Also drinks that are not in the mini bar can be taken to guest rooms

4.0 INTRODUCTION
This chapter points out the challenges met and achievements got from the training
4.1 KITCHEN
Challenges
Being given a block that is far from the housekeeping department
Being assigned a block that consists of twelve rooms
Shortage of bed sheets to be used in rooms on departure or arrival or when occupied beds need to
be cleaned or laid
Finding a room occupied yet on the work sheet it is vacant
Finding the do not disturb notes on doors yet it has be to cleared before the set time hence
leading to delays in cleaning

Achievements
I learnt the procedure of entering the guest rooms i.e. knock two times before entering and say,
housekeeping then presses the key card and open again while enterring say housekeeping
I learnt how to clean the guest rooms using standard operating procedures
I learnt the chemicals used in cleaning the guest rooms i.e. liquid soap mixed in warm water for
moping the floor, furniture polish for the furniture like tables and chairs among others, glass
cleaner for glass doors, windows and tables.

I learnt how to dust the rooms i.e. cleaning moving from clockwise to anti-clockwise point
I learnt the different styles of folding the towels i.e. the bath towels, bath mats and robs, face
towels for example folding such that the logo of the hotel faces on top.
EVALUATION, RECOMMENDATION, CONCLUSION
4.1 Major benefits of the field attachment
i.
ii.
iii.
iv.

Gain exposure to real-world problems and issues that perhaps are not found in textbooks.
Cultivate adaptability and creativity in a dynamic world.
Increase marketability to employers.
Evaluate specific companies or specific careers prior to committing to full-time

v.
vi.
vii.

employment-a "try before you buy" type experience.

Ease transition from being a student to entering the workforce.
Increase opportunities within a company for faster advancement and growth.
Increase self-confidence in the workplace while developing an expanded network of

viii.
ix.
x.
xi.
xii.
xiii.

associates and professionals.

Facilitate a higher starting salary than non-interns.
Have resume-building experiences while applying academic concepts and principles.
Spread the gospel in many areas through example and lifestyles.
Have opportunities to fund college education.
Have personal growth experiences and exposure to different job opportunities.
Have hands-on opportunities to work with equipment and technology that may not be
available on campus.

4.2 Personal benefits gained.

I learnt how to operate different machines e.g. vacuum cleaner, window squeezer etc.
I gained the various working experiences in the department assigned and the whole hotel. I
learnt different chemicals such as; super10 for stains, glass cleaner for mirrors,3 way toilet
cleaner/life guard for toilet,R7 cleaner for Aluminium like sink taps, Liquid soap for mopping
etc.
I learnt cleaning following the standard operating procedures such as cob webbing among others
4.2 Suggestions for Future Interning Classmates

From my experience I hope I will make suggestions to the future interning classmates when they
will do an internship interview in the next future. Also some suggestion when I did my
internship, always spoke to me to be a good employee, although my status is an internship
student, I should be working hard to get an opportunity to learn anything. These seven things will
always help:
1.

Never be on time. Always arrive early. Be at least 15 minutes early every day. That
way, if you are running late, you will be on time.

2.

Ask your supervisor what the expectations for productivity are. This will
immediately make you stand out from 95% of the other employees.

3.

Be part of the solutions. Quit whining about what's wrong and start being vocal about
what's right! A positive attitude goes a long way with many supervisors.

4.

Be quiet and work. Quit gossiping and get to work. When one of you is talking a lot,
two of you are not working a lot.

5.

Always be productive. Get the work done and move on to the next thing as quickly as
possible.

6.

Hold your head high and be confident. A calm, assured energy will take you much
farther than carrying yourself in a low esteem.

7. Don't spend a lot of time on personal phone calls. Work time is for work
4.5 Findings.
I found out the extent to which the Hotel carries out its activities and the challenges.
I got to know the organization structure of Lake Victoria Serena Golf Resort and the flow of
services.
I found out the historical background and location of Lake Victoria Serena Golf Resort
I also found out how Hotel work is ran.

4.6 Conclusion.
In conclusion, I really appreciate the way I have been guided through this internship program
with Lake Victoria Serena Golf Resort, beginning from the opportunity to take the time I needed
to refresh and expand my knowledge in several tasks concerning checking in/out process, taking
a room reservation by phone calls, where I could discover and learn to value my new working
environment, and finally earned the confidence to deal with assignments myself. It is through
them that I did enjoy my work every day. I am confident that the experience I gained during my
industrial training will be beneficial to me in the future. I am very grateful to the department of
Hotel and Institutional Catering at Crane Catering Institute- Jinja, which arranged this
requirement course in my study in Hotel and institutional catering. With this internship program I
had opportunity to gain my experience in hospitality industry. Also I would like to thank Lake
Victoria Serena Golf Resort for allowing me this opportunity, it has helped me greatly and I am
greatly indebted to them. Thank you.