PART TWO

2.0 DEPARTMENTS TRAINED IN

2.1.0 HOUSEKEEPING DEPARTMENT

Lake Victoria Serena resort has a well established housekeeping with an organisational structure.
It has a total of 124 rooms which are in form of blocks of which 114 are deluxe rooms, 8 are
executive suites and 2 are state suites.

The department ensures that the hotel is thoroughly cleaned, glittering and sparkling in all
corners of the hotel, and this is done by the housekeepers daily.

The staffs are supplied with all the stain removers, soaps, buckets, wipers, trolleys, hand gloves,
squeezers and so on. The rooms are air conditioned with a television set with statelite channels,
telephone hand set, fridge, safe deposit box for keeping guest valuables, a chair, a table with a
daily copy of newspapers, a balcony with different nice views, bathroom and all its amenities
like a bottle of mineral water or two in case its a suite or double occupancy, soap, shower gel,
vanity kit, shower cap, sanitary bag among others.

Accommodation rates are as outlined below;

Room type Rate

Deluxe room USD $275.00

Deluxe double USD $358.00

Executive suite USD $365.00

Executive suite double USD $390.00

State suite USD $1,180.00

State suite double USD $1,240.00

The above rates are on bed and brake fast and are exclusive of taxes and 18% VAT.
Other facilities include;

Maisha fitness centre and spa with a state of art gym equipment, steam rooms, beauty therapy
treatments, large free form swimming pool.

Apartments-These are self contained rooms with one big bed room and two small beds, balcony,
kitchen among others. They are 90 apartments for sale, 10 pent houses of which a 3 bedroom
apartment costs $USD 247,500.00 and a pent house costs $USD 675,000.00.

Villas- they are 58 villas in total with various types as seen below;

Type1. $USD 770,000.00 with 3 suite bedrooms and a further bedroom or study room and it is
450m2 in size.

Type2.$USD 790,000.00 with 4 suite bedrooms and is 460m2in size.

Type 3. $USD 930,000.00 with 4 suite bedrooms and it is 640m2 in size.

Type 4. $USD 1,065,000.00 with 4 suite bedrooms and it is 640m2 in size.

2.1.1 Duties and functions of the housekeeping department

To ensure a high standard of cleanliness and maintenance in the following ares:-

a) Guest rooms

b) Floors and corridors

c) Front office of the house

d) Back of the house

Responsible for maintaining adequate supplies of all linens, furniture and guest
amenities.

To function as a control centre by providing 24 hour cleaning of rooms and updating of

room status.
 Ensure that there is effective communications with all departments in order to provide
efficient service to the guest.

To ensure that state-of-The-Art Technology is used to its maximum potential for data
base and administration.

Responsible for providing uniforms through the uniform room to all employees.

Ensure that mini bars are replenished in all guest rooms.

2.1.2 Room section

This is basically involves cleaning and making up guest rooms, and it is done by room stewards.
The rooms are in form of blocks and these blocks vary in the number of rooms for instance some
blocks have got 10 rooms, some have 4 rooms whereas others have 7 9 rooms per block. Each
staff is given his/her own block to clean plus some extra rooms for staffs who are off or sick and
each staff cleans a total of 10-11 rooms a day.

Each staff works six days a week that is he/she gets one off day in a week and works for 8
serious hours per day. They sign for their cards, and sign for guest amenities in the morning
before they start the shift and each staff has got two trolleys one for putting cleaning supplies and
another one for putting dirty linen

Procedure of cleaning guest rooms

Check your worksheet and identify the room status.

Check any sign at the door before you enter for example Please Do Not Disturb (DND),
Please make up my room.

Knock the room twice as you announce your department for example if it is morning you
announce housekeeping, if evening you announce turn down service.

Enter the room and aerate it.

 Check for the status of the room for instance occupied single, occupied double, occupied
triple among others.

Check for maintenance issues and if theres any report it immediately to avoid guest
complaints.

Follow the standards of cleaning as listed below;

If used, strip the bed, remove all the dirty linen, used trays, empty rubbish bins then go
and pick clean linen in exchange for dirty ones plus some missing amenities.

Cobweb the room

Sweep the floor

Make the bed and follow the standard of dusting that is clockwise or anti clockwise
systematically using the right chemicals and wipers.

Mop the room and replenish used amenities and other things like bath mats.

Freshen the room using air freshener.

Wish the guest if occupied for example please enjoy the rest of your day and close the
room.

While cleaning, staffs start with vacant rooms which are on arrival, occupied rooms and lastly
departure room. Time entered in a room is recorded and time when you go out of the room for
security purposes.

After they have finished cleaning, they hand over their worksheets to their area supervisors for
inspection.
 2.1.3 Organisational chart of housekeeping department.

Executive
housekeeper

Ass. Executive
housekeeper

Laundry manager

Room supervisor Laundry Duty Public Area

supervisor supervisor supervisor

Room attendants Laundry P.A Assistant

attendants Floor supervisor
supervisor
Trainees Trainees Public Area cleaners

Trainees
Head florist

Florist

2.1.4 Duties of the executive housekeeper

Make sure that every room is cleaned very well and all the necessities are put in the
rooms.

Plans for future development in the department.

 Recommends for the recruitment of staff in the department.

Responsible for the general cleanliness of the establishment.

Responsible for the general conduct of staff.

Recommends on the dismissal of staff.

Responsible for supervision of workers.

Ensures teamwork among staff.

2.1.5 Laundry section.

Laundry services and facilities are under housekeeping department. Laundry services are of good
standard that is to say the equipments, tools and maintenance, cleaning materials and the staff are
all good and professional. The staff use trolleys to carry linen thus reducing on time wasting
moving from one corner to another carrying linen.The laundry section is clean and staff clean the
squeezers, buckets and rags thoroughly after use for next use.

Some of the items/linen found in laundry include;

Pillowcases

Bathmats

Body towels

Bed sheets (double and single)

Duvets

Bed spreads
 Face towels

Bath robs

Table cloths (oblong and round)

Hand towels

Napkins

Laundry layout

Staff C Guest Counter

Uniform
Main Entrance Dirty Chemic
L d
napki al Store
Dirty n
Small Pcs
Calendar W.M
Clean Big Calendar
stored
W.M
towels

Exit door
W.M
Trolleys Trolleys
Laundry Office
Dryer
SM PM Drye Stor
e
r

Key

CL- Clean Linen

WM- Washing Machine

PM- Pressing Machine

SM- Steaming Machine

Pcs-Pillow cases
Detergents/chemicals used in laundry

Various chemicals are used in washing of linen and pressing as seen below;

Oxy-Bite- for brightening of linen and it is used for washing both white and coloured linen but
in a mild way.

Silex Super 150- This is in a powdered form and it brightens more than oxy-brite, it is used for
washing white linen only.

SNS Starch- it is also in a powdered form, used for stiffening the linen that is mostly napkins,
pillow cases and chefs aprons.

Builder C- it breaks the hard particles into small particles so that it can be easy to wash.

Liquid laundry detergent- This is basically liquid soap which bosts chemicals in the washing
process.

Prinet (A, B, or C)-For removing ink and coffee in the linen.

GC- For removal of ink, paint and vanish.

Sevostat-It is an antiseptic-disinfectant used in case of any injury for instance when a machine
cuts you, you apply it at the injured part.

Machines used in laundry

Electric finishing machine- for pressing linen

Steam finisher- for pressing linen by use of steam

Tumble dryer- for drying linen

Sink- for hand washing

Folding tables- for folding clean linen

Washing machine- for washing linen. In this machine, you put linen and start the machine which
soaks, pre-washes, real washes and it rinses the linen.

How linen is handled in laundry

Receiving dirty linen: There is an area where dirty linen is received from by the laundry
attendants and this could be bathmats, body towels, bed sheet among others.

Counting: When linen is received, it is counted in order to ensure the quality of control of linen.

Recording: After counting, linen is recorded so that correct amount is given for replacement of
clean linen with dirty linen.

Sorting: Then the linen is sorted to ensure that soiled linen is put aside to be treated before
washing it, and also the material of the cloth as well as colour are looked at.

Stain removal: Here linen with stains is separated and cleaned with special detergents of stain
removal.

Washing: At this stage, linen is loaded into the washing machine according to colur and capacity
the machine carries. The washing machine soaks, pre-washes, real washes and spins the linen.

Drying: Here the linen is put in a dryer so that it is dried properly.

Pressing: At this stage the linen is pressed.

Packaging/storing: The linen is then packed according to guest room number or arranged in a
linen store in case its hotel linen.
2.1.6 Observations made regarding cooperation between the housekeeping department and
other departments.

There is maximum co-operation between the housekeeping department and all other
departments.

It co-operates with front office to know the number of guests on arrival and departures and also
housekeeping gives front office information about the status of the rooms so that no mistake is
done while selling rooms by the front office personnel.

It co-operates with the maintenance department in order to report the breakages for repair.

Housekeeping also co-ordinates with food and beverages service to know the number of napkins
to use, the flowers to use for example in restaurants, conferences among others.

It co-operates with other departments in issuing of uniforms and ensuring cleanliness of the hotel
for smooth running of the hotel.

2.1.7 Challenges faced while in housekeeping department.

Guests on departure at times stay beyond the check out time hence delaying the work of the
room attendant.

There are long distances between the blocks thus theres a lot of movement which is tiresome.

Some machines in laundry are down thus delaying some work.

Lack of knowledge about the laundry machines.

2.2.0: FOOD PRODUCTION DEPARTMENT (THE KITCHEN)

2.2.1 General description of the kitchen.

There are five different kitchens within the department in the hotel which serve banqueting, ala
cartes, room service among others. The kitchens include; the main kitchen, South East Asia
Fusion, pool kitchen, marina kitchen and the cafeteria kitchen.

The kitchens include;

The main kitchen

This is found on the ground floor of hotel which serves The Citadel restaurant for breakfast,
lunch and dinner in terms of buffets as well as ala cartes. It also serves kigo bar and the pool
restaurant during weekly days as well as room service. This kitchen also serves banqueting
functions such as conferences, weddings, birthday parties among others. The main kitchen has
got various sections which include; the hot pick up, still room, breakfast, entremeentie,
gardmangier, curry corner, pastry and bakery and so on.

It deals with live cooking whereby there is always a Mongolian night every Wednesday for
resident guests who are on full board and others who are interested. Here guests pick the food of
their choice and the chef cooks it while they are watching, the guests tell how they would like
their food to be cooked that is well done or half done. Among the foods guests choose from
include chicken flakes, lamb flakes, beef flakes, squids, pastas, and vegetables like carrots,
tomatoes, onions, etc.

The kitchen also prepares an African night which is always there on every Thursday of the week
for resident guests who are on full board and others. The dishes on African night include;
waffles, goat luwombo, roasted lamb leg, arrow roots, cassava, ground nuts, nile perch.

Besides the special nights, the kitchen has got a daily menu for lunch and dinner which runs from
Sunday to Saturday and these menus run for a year. These menus are mainly used for guests in
conferences.
The South Asia Fusion kitchen

It is found on the 1st floor of the hotel. This kitchen mainly deals with Chinese dishes that is sea
foods and it has the most expensive menu in the hotel. It serves the South East Asia Fusion
restaurant also known as the FINE-DINING. It is in this kitchen also where all teas and coffees
for guests who in conferences is prepared from.

The pool kitchen

This is a simple kitchen which serves guests at the pool side. It is managed by two staff, and it
deals with fast foods ie snacks to guests who use the pool and the maisha fitness facilities.

It is connected with a well stocked bar that serves hot beverages, soft and alcoholic beverages.

Marina kitchen

This is at marina and serves food to guests who use marina facilities especially golfers as well as
walk-ins and those who use the conference hall. It mainly serves ala cartes.

Coliseum kitchen.

This kitchen is found in the coliseum gardens and it only serves banquets like parties held at the
coliseum gardens.

2.2.2 Duties and responsibilities of the executive chef.

Responsible for the general outlook of the kitchen.

Compiling menu of the day

Responsible for the costing of food thus minimising food cost control

Training kitchen staff

 Updating the staff upon any changes of information

2.2.3 The structural organisation of the main kitchen.

EXECUTIVE CHEF

EXECUTIVE SOUS

PASTRY CHEF CHEF STEWARD

CHEF TOURANT

ASSISTANT
PASTRY SOUS
STEWARD
CHEF
STEWARD

PASTRY CHEF HEAD CHEF CHEF

DEPARTIE DEPARTI BUTCHE DEPARTIE DEPARTIE
E CURRY R BREAKFAS BANQUEN

CHEF CHEF DEPARTIE

DEPARTIE ENTREMENTIER
GARD

HEAD
BAKER

COOK COOK COO COOK COOK COOKS COOK

S S KS S S S

TRAINE TRAINE TRAIN TRAINE TRAINEE TRAINEE TRAINEE

E E EE EE
2.2.4 The sections in the kitchen and their functions.

The kitchen has different sections that deal with specific tasks and include the following;

Entrementier

It deals with all cuts of vegetables such as paysanne, cubes, batonnets, julienne etc, soups and
pizzas. Vegetables include baby marrow. Irish potatoes, tomatoes, carrots, among others and it
prepares soups like cream of pumpkin soup, tomato soup, traditional beef consomm, puree of
potato perfumed with aromatic lemon grass etc and the soups are served bread crutons and
garnisged with parsely.

Ingredients of mushroom suop.

Onions finely chopped

Mushrooms roughly cut

Garlic blended

Butter and salt

Procedure

In a saucepan, sweat the onions in butter, add garlic.

Add mushrooms and sweat them together.

Add beef or brown stock or vegetable stock and let it boil

Season with salt, simmer gently and serve it hot. You can finish it with cream according to the
guests choice.

Hot pickup
It mainly deals with Ala carte menus, makes basically six mother sauces on a daily basis such as
bchamel, demiglace, sweet and sour, pepper, mushroom sauce and tomato concasse. Its from
these sauces that other sauces are made. It also deals with all local foods such as matooke, sweet
potatoes ground nut sauce among others.

Ingredients of demiglace sauce

Baked brown bornes apart from pork

Baked vegetable off cuts

Oil

Flour

Tomato paste

Water and salt

Method

In a sauce pan, put oil, addd the baked vegetables as well as the bornes and salt

Add water and mix well and cook for three hours

Strain and store well covered

Gard mangier

Deals with cold starters suchs as salads,like cucumbari, Russian salad, chefs salad, tomato salad
etc, cold cuts such as beef pastrami, cheese and ham, smoked nile perch, beef polony etcand
vegetable platter for vegeterians.

Salad dressings include pesto sauce, vinegratte sauce, mayonnaise sauce, 1000 island sauce etc

Ingredients for pesto sauce

Fresh basil leaves

Roasted cashewnuts

Corn oil

Put all the above and blend together.

Curry corner

This section deals in Indian dishes such as mutoon kroma, murg masala, prawn masala, paneer,
vegetable pillao, nans etc.

Ingredients for mutton korma

Oil

Mutton tomatoes

Plain yoghurt

Cream

Fresh coriander

Butter

Salt

Water

Cumin seeds and onions

Method

In a pan, put oil, add cumin seed, onions and sweat them

Add mutton and mix it properly

Put all the spices such as turmeric, coriander powder, gram masala, chilli powder etc and add
some tomato cubes plus little tomato gravy.
Add plain yoghurt, cream, fresh coriander, butter and salt.

Add little water and let it boil for about 5-10 minutes.

Still room

This is a production section where hot and cold beverages are prepared from such as teas like
camomile, green tea, pepper mint tea, black teanetc and coffees such as African coffee, English
coffee, black coffee hot chocolate, cappuccino. Espresso, moca, Americano etc. The cold
beverages include iced tea.

Method

Espresso- is the strongest coffee and a mother to all other coffee based beverages. Capucinno is
made from espresso, steamed milk and froth or foam.

Pastry and bakery

Deals with making of cakes, cookies, crossiants, and desserts for instance tartlets, cheese cakes,
carrot cakes, vanilla cake etc

Ingredients of making cheese cake

Whipped cream 1kg

Egg 1pc

Egg yolk 3pcs

Sugar 300g

Water 200ml

Orange 1

Lemon 1

Gelatine 65g
Method

Crush cookies, add butter and little lemon juice to make a base of the shape you want.

Boil sugar in water, pour in eggs while whisking.

Add cream cheese, grate lemon and orange and add them in as well as lemon juice

Add whipped cream, then pour in gelatine while folding in.

Pour the mixture in the base you made and put in a freezer

Bakery

Deals with baking for instance loaf breads, bread sticks, badgets, doughnuts, mini pizzas foe
conferences etc.

Ingredients for making bread sticks

White flour 2kg

Butter 250g

Salt 25g

Sugar 50g

Milk 1litre

Method

Measure all the above ingredients correctly and mix them until a dough forms.

Leave it for about 10 minutes for the dough to prove, then roll out bread sticks, put them on a
greased baking tray and bake for 10-15 minutes.
Butcher

This basically with all meat cuts as well as sea foods for example chicken breast, beef flakes,
boneless chicken and sea foods like prawns, squids etc

Breakfast/ juice room

Deals with all juices such as orange, carrot and ginger, passion, pawpaw, beet rout, pineapple
mango apple etc and all breakfast items like cereals for example cornflakes, wheetabix etc are
kept in this section.

2.2.6 Food storage in the kitchen

Upon issuing of raw materials from the general stores, storage of food is done in different
sections respectively. The kitchen has a dry store where issued packed items are kept before
reaching other sections for usage. The packed items include penne, virgin olive oil, mayonnaise,
sugar, curry corner spices, rice, icing sugar among others.

There are chillers in the kitchen where food items are stored such as peeled matooke, vegetables,
fruits, meat, milk, cakes, bread.

The chillers include the following;

Fruit and vegetable chiller- for fruits and vegetables only.

Production chiller- for storing all food items from different sections especially for mise- en
-place.

Pastry and bakery chiller- for pastry and bakery products only.

Meat chiller- for the general store and it is where all meats and sea foods are kept frozen.
2.2.7 Standard safety hygiene and upkeep of the kitchen.

Wash your hands and sanitize them before entering the kitchen.

Eating in the kitchen is not allowed.

Finger nails must be kept short and clean.

You must be in a full chef uniform and smart.

All food must be covered and labelled with the current date before stored in a chiller.

No food item or any other item must be put on the floor

For men, the beards must be kept short as well as hair.

Mis-en-place for the next day should be done before closing the shift.

Idleness is prohibited as well as stealing.

Issuing of items

Departies or assistants in each section write down all items they need in a requisition book. The
head of section chef or executive sous cheft cost them and post them. He also authorises them to
be issued and sends the number to the main stores for the items to be issued. The main store
prints the issue request form according to the numbers given and the items are issued as per item
posted.

2.2.8 Kitchen staff

The staff are well groomed, well behaved, cooperative and willing to train others. They go an
extra mile and ask you whether you have understood and they allow you ask them questions and
when asked they answer you. They also allow you practice as they believe that if you do it
practically you will never forget which is really good.

2.3.0 FOOD AND BEVERAGE SERVICE DEPARTMENT.

2.3.1 General description

The food and beverage department is a soothing department at LVSR. It offers services like
restaurant service, room service, banqueting service, bars and outside catering.

The department has five food outlets which include Citadel restaurant, Sea Fusion restaurant,
pool area, marina restaurant and room service.

The restaurants and dispense out lets

The Citadel

This is the main restaurant of the hotel as it is where all in house guests are served breakfast from
and banqueting guests eat their lunch and dinner from. It also serves ala cartes for guests who
order by menus as well as walk in guests. It has got different days of with different dishes such
as Mongolian night every Wednesday where chefs do live cooking of different meats like lamb
flakes, beef flakes, chicken flakes, squid accompanied by food items like potatoes, rice, naans,
African night every Thursday where they serve African local dishes like goat luwombo, waffles,
roasted lamb leg, chicken luwombo, cassava and Sunday is a family branch(Sunday feast) where
they serve partly breakfast and full lunch with all various pastries and juices are part of the buffet
lunch, then he rest of the days the hotel serves dishes as per the restaurant menu and business. It
has got nice views like lake side terrace where you can see the kigo prison, mirembe villas,
serena pearl villas as well as the lake, pool side terrace with the view of the swimming pool area.
It has a conducive atmosphere and very cool.

The South East Asia Fusion.

This is also known as the FINE DINING and it is specifically for VIPs and any other person
who can afford it. It is the most expensive restaurant in the hotel. It basically deals in Asian foods
that is sea foods, however any other guest from another country can also eat from it.
It is very cool and honey mooners can also share the restaurant.

Marina restaurant

This restaurant basically serves golfers who go to marina to play golf and other walk in guests as
well as VIPs.

Pool area

This section deals with both residents and non-residents guest who use the pool side area. They
only deal with ala carte menus and serves basically snacks like chips, fish, burgers among others.
It also has a bar.

Room service

This section basically deals with resident guests who want to eat from their room. The section
has its menu and each room has got a copy of the menu, so the guests make their orders by use of
the room service menu. It also serves food in the offices that is to managers. The most important
part of room service is telephone skills since most of its orders are taken from the phone.

Banqueting area

This deals with big functions such as conferences, workshops, seminars, wedding reception
parties and functions as well as outside catering. It sets various shapes according to the choice of
the organiser for example U-shape, classroom shape, V-shape among others. It serves teas to the
guests in the conferences that is morning and evening tea. It is separated from other sections.

2.3.2 Service styles applied

The most common service styles used include buffet service which is done on breakfast, lunch
and dinner according to the volume of the business. Here guests come and choose their favourite
delicious food item from the buffet. They are assisted by guests to take their orders of tea or
coffee as well as drinks on lunch and dinner. Plate service is another method that is used
basically for ala carte orders, as well as platter service for guests who request for it.

2.3.3 Cashiering and revenue control system.

Waiters and waitresses at times even supervisors take guest orders. Every waiter or waitress is
issued with a captain order book which include;

LAKE VICTORIA SERENA RESORT

CAPTAIN ORDER

CHECK NUMBER.....................................

TABLE NO. ..................... NUMBER OF COVERS........................

SIGNATURE............................... DATE............................................

That captain order is basically used on ala carte breakfast. When a guest makes an order, a
waitress posts the food and sends it to the kitchen. It shows the table number, number of guests,
the waitress who has posted it and the time the order has been sent.

2.3.4 Description of the bars and its offers

LVSR has well equipped bars which serve both alcoholic and non alcoholic, hot and cold
beverages. The bars include;

The Kigo bar

This is the main bar of LVSR ant it is next to the Citadel restaurant. It is very conducive, has the
lake view terrace and caters for both smokers and non smokers.

It serves a wide range of drinks such as soft drinks like juices, sodas, water, teas and coffees,. It
also serves local beers of all kind, spirits and international wines. Wines are quite expensive in
different ranges. Bites like cashew nuts, ground nuts and cookies are served to boost the drinks.
Other bars include;

Pool bar

Marina bar

Dispense bar
They all provide the same facilities like the Kigo bar.

2.3.5 Bar control

The bar man takes stock of the bar on a daily basis before the beginning of the shift and at times
the head bar man also cross checks to ensure that stock is properly maintained.

2.3.6 Conference facilities and banquet rooms

LVSR has conference halls for parties, weddings, meetings, workshops, cocktails and other large
business party. The halls include the following;

Kalangala hall(A&B)- This hall accommodates between 80-100 people.

Bulago hall- It accommodates between 20-30 people.

Ngamba hall- Accommodates between 30 people.

Board room1 and board room 2- These accommodate between 10 people each.

Buvuma hall- This accommodates between 30-50 people and its found at marina.

2.3.7. Standard of service

The standard of service at LVSR is good and of a high class due to excellent customer care from
the staff with their skills to satisfy guests needs.

The hotel emphasises a smile to everyone, good expression, reaching out to every guest, good
impression, creativity and excellency in a waiter.

2.3.8 Food and beverage staff

The staff are very good and willing to train others. They associate well with fellow staff within
the same department as well as staff from other departments.
 2.3.9 Organisational chart of the food and beverage department.

Food & beverage manager

Ass. Food & beverage

Manager

Restaurant Manager
Banqueting
Manager

Ass. Restaurant
Ass. Banqueting Supervisor
Supervisor Manager
Manager

Captain
Waiter

Casual Hostess
worker

Trainees Head Waiter

Waiter

Trainees

2.3.10 Duties and responsibilities of food and beverage manager

Employing and dismissing staff.

Holding regular briefings.

Responsible for the general conduct of staff.

2.4.0 FRONT OFFICE DEPARTMENT

This is a department where guests come into contact first as soon as they arrive at the hotel.
Therefore the first impression given to guests on arrival reflects a lot especially about the
services they will get during their stay at the hotel.

This department comprise of seven sub-sections as seen below;

Reception

This is a very sensitive section of the hotel where guests are first welcomed, offered
accommodation services and all information that the guest needs to know about the hotel. Check
ins, billing of guests and check outs are all done here. A receptionist also monitors guest stay
while at the hotel to avoid skippers and those who adjust their length of stay.

Concierge

This section gives guest information about places of entertainment and makes booking for them.
It also works hand in hand with travel agencies, booking tickets for guests among others. They
assist guests with their luggage both on arrival and at departure and it ensures that guest luggage
is in safe custody. It also gives information pertainin g to the hotel activities and the surrounding
areas.

Their tasks are as follow;

Confirming airline tickets for guests

Liaising with reservations on pick ups

Advising guests on tours and travel

Directing guests on the hotel events

Leading guests to their rooms at check in.

Guest services

This section deals with allocation, inspection and escorts guest to their rooms. The personnel
here explains all the different facilities in the room to guests and how they are used profiting
guest in the hotel system and up selling the hotel facilities is an important activity in this section.

Their tasks are as below;

Offer welcome juice to guests on arrival

Distributing fruit baskets to VIP rooms

Room allocation and inspection of VIP rooms

Handling guest complaints and make a follow-up

Lobby management

Marketing hotel and all its facilities and activities

Prepare welcome letters for VIPS and arrange fruit baskets for them

Escort guests to their rooms

Business centre

Deals with basically guests who use conference halls in giving them projectors, wifi, stationery
services like printing, photocopying among others. They are also in charge of providing wifi to in
house guests and assist them in case of any challenge in connection.

Hazina shop

Basically deals in selling of crafts for examples shoes, bags, caps, jewellery among others to
guests.
Reservation

This means reserving a room for someone, it is another section which is sensitive as it confirms
bookings for rooms to guests. It sends a confirmation letter to guests, sells the hotel and monitors
reservation to avoid overbooking.

Tasks

Deals with guest bookings

Make confirmations whether the guest has cancelled the booking or changed the date of arrival.

It gives information to guests regarding the companys cancellation policy.

Check for arrivals and departures, pickups and drops detail to or from the airport.

Preparing and checking of the arrival list for the next day reviewing and replying guest emails.

Pursuing all incoming guest mails.

Types of reservations

It is categorised into two criteria as seen below;

Nature or number of people travelling together.

Status of reservation

Individual reservation

This means booking for one or more rooms made by an individual.

Group reservation- Booking for a group or person travelling with the same library.

Conference reservation- Room bookings for guests using the hotel conference facilities (guests
may or not be travelling together).
Guaranteed reservation- Here a guest guarantees a room by making an advance deposit
through credit card by providing a bill to co-letter of this travel agent voucher stating the same.

Confirmation reservation- The room is held from 18:00hours on the sale of arrival of a guest. If
the guest doesnt appear and doesnt call to postpone, the room is taken as an occupied room and
it is billed.

Others include;

Waitlisted reservation

Tentative reservation

Reservation is done in various ways that is through emails, faxes, direct communication,
telephone and so on. It is done through the reservation manager, reservation supervisor and the
reservation staff. After making a booking of a room, a reservation form is filled in.

2.4.1 Comment on the rooms

LVSR has atotal of 124 rooms with generous room choice options as seen below;

Deluxe rooms-114

Executive suite-08

State suites-02

Guest room facilities

These are the facilities in the rooms;

Air conditioning in all rooms

Min bars

Private safe deposit box

 Hair dryers

In room satellite telephone

Direct dialling telephone with multiple line and voice mail

Bathrooms with separate bath, toilet and shower facilities

Guest room services

24 hours room service with laundry

Valet services on request

Baby sitters on request

Wireless internet connectivity

House doctor on- call 24 hours hot spot

2.4.2 Check in procedure and rooming procedure

LVSR is a recognised hotel all over the world on the website. Most of the clients make
reservations through mails, telephone and faxes while a few come direct to the hotel. The
reservation clerk notes the date and time of arrival of each guest and the concierge works on the
airport pick up by the hotel shuttle.

The check in procedure involves the following;

-A warm welcome is given to the guests immediately they arrive the hotel by the door men and
checked by security. The door man carries the luggage leading the guest to the reception.

-A welcome juice is offered to the guest by the guest services personnel as a guest is requested to
make a deposit in case he/she didnt.
-A passport or national identity card is asked for from the guest for capturing guest information.

-The choice of room is given accordingly for example deluxe which is smocking or no smoking
room, so it depends on what the guest wants.

-The guest is asked for the time of departure and time of his/her flight so that switchboard
operators make a wakeup call not to miss the flight or in case the guest has an appointment or
meeting the next day.

2.4.3 Checkout procedure and clearing guest account

At check out, the receptionist or cashier prepares a guest bill by ensuring that all hotel facilities a
guest utilised are included and billed properly to avoid guest complaints. After ensuring that, a
bill is printed out for a guest to sign or pay cash while checking out. Then the guest returns the
key card to the receptionist because the guest is leaving and the room has to be sold to other
guests. If the guest has luggage, concierge brings it and escorts the guest o his/her car. In case of
any car hire, still the concierge personnel works upon it.

2.4.4 Control of rooms

Available- Rooms are available and a reservation can be confirmed immediately.

Request- Rooms are available and a reservation can be taken on the waiting list.

Sold out- Rooms are not available and a reservation cannot be taken at all.

2.4.5 Foreign currency handling

The receptionist and the cahier have the responsibility to know the currencies of different
countries and their update rates. A guest can exchange the currency within the hotel if need
 arises. LVSR accepts foreign currencies such as dollars, pounds, Euros, and Kenyan shillings
together with the local currency.

2.4.6 Organisational chart of front office

Rooms Division manager

Front office manager

Assistant Front office

manager

Duty manager

Reservation manager

Front office Guest Concierge Switchboard supervisor

supervisor service supervisor
supervisor

Receptionist/ Guest Door men/ Switchboard operator

cashier service porters
personnel

Trainees Trainees Trainees

2.4.7 Duties and responsibilities of the front office manager

Plan for the front the department

Allocate duties to the front office staff

Advises management on recruitment and dismissal of front office staff

Handle all bookings

Handling guest complaints were necessary

Responsible for the discipline of his staff

2.5.0 STORE KEEPING

This involves physical and clerical management of stock in store premises. It covers a wide
coverage as it involves receiving, holding stock, controlling and issuing of stock. LVSR has a
centralised stored with different sections as seen below;

Dry goods store; keeps non-perishable goods which include toilet papers, serviettes, take away
boxes, vinegar, tea bags etc.

Full bottle store; All full bottles are kept from such as sodas, beers, water etc

Wine beverage store; All wines and spirits are kept from.

Bulk store; Where bulk like food and beverage equipment, plate, cutlery, glass ware, disposables
are kept from.

Cleaning store; This is where all cleaning detergents are kept from for instance liquid soap,
spirit, green pads, spontex cleaners, squezzers etc

Guest supplies stores; All guest amenities are kept in this store which includes shampoo, sewing
kit, bathing soap, dental kit among others.

Linen store; Where all hotel linen is kept from like bed sheets, duvets, pillow cases, etc

Receiving store clerk; This is where all goods are received from before they are taken to their
respective stores.

Each store has a store keeper who runs it to ensure that the stock level is maintained as wells as
monitoring stock to avoid wastage and losses.

2.5.1 Control deliveries and system storage

When suppliers deliver goods, they are received by the receiving clerk with verification of a
security officer to confirm the deliveries are of right quantity and quality and the goods are
checked thoroughly before use according to the standard of the hotel. Perishable goods like
fruits, tomatoes etc are taken to chillers whereas non-perishable goods are counted and taken to
the dry goods store.

2.5.2 Facilities used during receiving

The store has got a weighing scale, trolleys, computers among others which help in receiving
goods and eases work.

2.5.3 How to get items from the store

For one to get goods from the store, a purchase requisition is need which is a document that
informs the purchasing department the need of a particular item. The purchasing officer buys it
and then it is issued to the concerned department.
 PART THREE

3.0 CHALLENGES, RECOMMENDATIONS AND CONCLUSION

3.1 KNOWLEDGE AND SKILLS ACQUIRED

There are a lot of skills and knowledge that I learnt in different departments during my training at
LVSR as seen below;

Front office

Making various types of reservations such as online, telephone etc.

Using opera system for instance to make reservations, cashiering, as well as checking on room
status.

Learnt handling of international clients and group guests.

Making wake-up calls for guests with flights or special appointments.

Handling of both internal and external large volume of calls at a time.

Food and beverage

Learnt different types of table set ups in banqueting such as classroom, church, u-shaped.

Making alcoholic cocktails in bars like majito, judes law, margherita, bloody mary.

Learnt making various coffees and teas like cappuccino, mocca, hot chocolate, espresso and teas
included herbal teas such as dawa, green tea, camomile, peppermint, cinnamon.

Food production
Learnt how to prepare international dishes like sweet and sour sauce, prawn masala, penne
napolitane, nasi goerin.

Preparing many ala carte orders on hot pick up.

House keeping

Using various laundry machines like washing machine, calendar, steam press machine.

3.2 CHALLENGES FACED

The following are the challenges I faced during my training period;

Less time given especially in the kitchen since there were a lot and new things to learn.

Feeding in the three months was a challenge.

Whether disturbance both in rainy and sunny season since the road is tarmac, there was a lot of
dust which caused flu and mud was much during rainy, where you couldnt move properly.

There were a lot of new things and so a challenge of new equipments was highly faced.

Some staff were mean as in never wanted to train us thinking we are going to take over their
jobs.

3.3 RECOMMENDATIONS

LVSR gives trainees an opportunity to have hands- on practice on most of the equipments in the
hotel which helps trainees to gain more skills and knowledge on various things.

I recommend management to sensitise staff on the benefits of training others, as it helps them to
perfect in their service delivery.
3.4 CONCLUSION

The training covered a period of four months, that is the three that were agreed upon by the hotel
and the institute from 6th June-6th September 2016 plus one which I requested for as an extension
training from 7th September-7th October 2016. Generally the training was good and I benefited a
lot as I got exposure on a lot of new things that I had never seen such as machines, equipments
and now am able to work in any other hotel whether with a lot of pressure or not and above all to
become a professional hotelier. The staff were cooperative and willing to teach except a few who
had no interest.

It was really great to train with LVSR which is among the serena gourp the leading hotels.