CCP VOCATIONAL TRAINING INSTITUTE - MBALE

DEPARTMENT OF CATERING AND HOTEL MANAGEMENT

AN INTERNSHIP REPORT CARRIED OUT AT WASH AND WILLS HOTEL LTD,

MBALE FROM 15/03/2021-24/05/2021

BY

NABUDUWA SUZAN

REG.NO: UBB087/2019/B/C/M/127

TO BE SUBMITTED TO THE DIRECTORATE OF INDUSTRIAL TRAINING IN

PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD
OF A NATIONAL CERTIFICATE IN CATERING
AND HOTEL MANAGEMENT

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 DECLARATION
I, NABUDUWA SUZAN hereby declare that this work is original and it has never been
submitted into any Institution for the award of a certificate in catering and hotel management.

Signature………………. Date: ……/……/……

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 APPROVAL
This is to certify that this internship report contains the true records of what was done by
NABUDUWA SUZAN during her training with Wash and Wills country home limited
Mbale under Supervision and is now ready for submission to the Directorate of Industrial
training Her report has been produced under my approval as field supervisor.

Signature ……………………………… Date………/…………/……

MRS. OKIRORI HARRIET
(INSTITUTE SUPERVISOR)

………………………………………….

INSTITUTE STAMP

Signature …………………………….. Date………/…………/……..

NAME: EDICHU MORRIS PETER
(FIELD SUPERVISOR)

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 DEDICATION
I, NABUDUWA SUZAN dedicate this piece of work with all my sincerity to my beloved
parents, all my sisters, aunts, uncles for their financial, emotional and Spiritual support
rendered to my Education career. Special thanks go to the management of Wash and Wills
hotel for allowing me to carry out my internship training with them, all my friends
particularly my beloved mother MRS MUZAKI NORAH for all their support to me.

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 ACKNOWLEDGEMENT
This report was made successful through the assistance of many personalities whom I must
recognize with appreciation because of their incredible efforts in one way or other that led to
its development.

First and far most, I would like to thank the Almighty God for giving me life, knowledge and
Wisdom, strength, blessings that helped me complete my internship successfully.

My appreciation goes to my beloved mother MRS MUZAKI NORAH for the financial
support and encouragement that led me to succeed during this study. My sisters for the
prayers and advice given to me throughout my academic career.

I would like to extend my sincere thanks to MRS.OKIRORI HARRIET my Institute

supervisor. and my agency supervisor MR. EDICHU MORRIS PETER for their advice and
all the staffs of wash and wills for their co-operation
Furthermore, I would like to recognize and appreciate the management of Wash and Wills
Country home limited with its heads of departments at all management levels for granting me
Permission and tirelessly took me through various areas of learning. On the same note, thank
the management of CCP Vocational Training Institute - Mbale Especially My
Institute supervisor MRS OKIRORI HARRIET for guidance and organizing such a time
which enabled me to apply theory in practice.
I would like to thank all my fellow internees, friends especially JOHN, KENTH, DINAH
ACHIRO MERCY and all management of wash and wills hotel for having guided me
through the areas related to my field study

Finally, Wash and Wills is the best Hotel in the entire eastern religion.

MAY THE ALMIGHTIER GOD BLESS YOU ABUNDANTLY

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 EXECUTIVE SUMMARY
This report explains the details of the events and activities with each project been involved
and outlined under every chapter. The field attachment is a training scheme by which a
student can undergo practical training within an approved. This training was/is more intended
to make graduates more marketable as internship paper is indicated on students’ transcripts. It
involves practical work which exposes the student in various disciplines, the necessary
practical orientation at work that is meant to teach and equip students what they are supposed
to know practically as it revolves their specific discipline study. This paper tries to review the
workshop experience that took place at wash and wills hotel. It also entails the activities I
participated in, the skills obtained, the challenges, skills applied and how they were managed.

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 TABLE OF CONTENT
DECLARATION........................................................................................................................i

APPROVAL..............................................................................................................................ii

DEDICATION..........................................................................................................................iii

ACKNOWLEDGEMENT........................................................................................................iv

EXECUTIVE SUMMARY........................................................................................................v

TABLE OF CONTENT............................................................................................................vi

ACRONYMS............................................................................................................................ix

OVERVIEW HOTEL................................................................................................................x

CHAPTER ONE........................................................................................................................1

INTRODUCTION......................................................................................................................1

1.0 Introduction..........................................................................................................................1

1.1 Background of the organization...........................................................................................1

1.2 Location...............................................................................................................................1

1.3. Objectives of the Internship................................................................................................2

1.4 Organization’s Mission and Vision......................................................................................2

1.5 Mission.................................................................................................................................2

1.6. Vision..................................................................................................................................2

1.7The core values of wash and wills hotel...............................................................................2

1.8 Objectives of the organization.............................................................................................3

1.9 Organization’s Nature of Business.......................................................................................3

1.9.1 WASH AND WILLS ORGANISATION STRUCTURE...............................................3

CHAPTER TWO.......................................................................................................................4

TRAINEE’S ACTIVITIES/TASKS UNDERTAKEN..............................................................4

2.0 Introduction..........................................................................................................................4

2.1 Title/position held in the organization.................................................................................4

2.2 Duties and responsibilities assigned to the internee.............................................................4

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2.3 Foods and Beverages Department........................................................................................4

2.4 Food and Beverage Production............................................................................................4

2.5 Duties and Responsible........................................................................................................5

2.6 Ingredients............................................................................................................................6

2.7 Recipes.................................................................................................................................6

2.8 Foods and Beverages Service...............................................................................................6

2.9 Duties and Responsible........................................................................................................6

2.10 Procedures of welcoming Guests at the Hotel...................................................................7

2.11 Mise-en place.....................................................................................................................8

2.12 Banqueting.........................................................................................................................8

2.13 Duties Responsibilities.......................................................................................................8

2.14 Bar......................................................................................................................................8

2.15 Duties and Responsibility.................................................................................................9

2.16 Housekeeping Department...............................................................................................10

2.17 Room Steward..................................................................................................................11

2.18 Duties and Responsibilities..............................................................................................11

2.19 Public Area.......................................................................................................................11

2.20 Duties and Responsibilities..............................................................................................11

2.21 Laundry............................................................................................................................12

2.22 DUTIES AND RESPONSIBLITIES...............................................................................12

2.23 Gardeners.........................................................................................................................12

2.24 Duties and Responsibilities............................................................................................12

2. 25 Health Club.....................................................................................................................13

2.26 Front Office Department..................................................................................................15

2.27 Duties of and responsibilities...........................................................................................15

CHAPTER THREE..................................................................................................................17

LESSONS, EXPERIENCE AND SKILLS ATTAINED.........................................................17

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3.0 Introduction........................................................................................................................17

3.1. Lessons learnt....................................................................................................................17

3.2. Skills Acquired..................................................................................................................18

CHAPTER FOUR....................................................................................................................20

CHALLENGES AND LIMITATIONS CONCLUSION AND RECOMMENDATIONS.....20

4.0 Introduction........................................................................................................................20

4.1 Problems encountered during industrial training...............................................................20

4.2 Challenges faced by the internee........................................................................................20

4.2.1 Solutions for the above challenges..................................................................................20

4.3 Challenges faced by the Organization................................................................................21

4.4 Conclusion..........................................................................................................................21

4.5 Recommendation................................................................................................................21

Appendix I: Work plan.............................................................................................................23

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 ACRONYMS
WW Wash and Wills

F&B Foods and beverages’

F/O Front Office

HK House keeping

FP Food Production

H/C Health Club

A/C Accounts

HRM Human Resource Manager

F & BS Food and Beverages Service

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OVERVIEW HOTEL

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 CHAPTER ONE

INTRODUCTION

1.0 Introduction

This chapter entails the background of field attachment, objectives of the field attachment,
background and culture of the organization, mission, vision, mandate, department attached to,
department culture/system and organizational structure.

1.1 Background of the organization

Wash and Wills country home limited was established early 2000 as a sole proprietorship
business. The Hotel was incorporated as a limited liability company on 14 th/Nov/2000 and
then registered by the Republic of Uganda registrar of companies on 5th/07/2006.

The facility over look the beautiful scenery of Mt Elgon and it is suitable for hosting
occasions like recreation services, workshops, seminars and catering for business travelers.

The Hotel started with six (6) self contained rooms ,bar and restaurant but now as time went
on ,it has grown and currently it has eighty-five (85) self contained rooms cabled with DSTV,
Wi-Fi, Air conditioned conference halls, boardrooms, swimming pool, first class bar,
.Restaurant, health club and specious gardens.

1.2 Location
The hotel is located in homely ground floor of Maluku housing estate, 1.5 km from Mbale
town off Mbale – Pallisa –Kampala highway on plot 37 ,46 & plot 55 Songo close, Mbiro
road Mbale.

Plot 37/46Mbiro Road Maluku, P.O Box, 1327, Mbale-Uganda

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 Email: [email protected]

Website:www.washandwillshotel.com

Tel: +256 772518675/0757518675

1.3. Objectives of the Internship

 To Training in an industrial/commercial fine environment that provides with the

opportunity to develop a problem solving attitude to have an insight into the
functioning of hotel department.
 To also diversifies their practical experience which helps in developing the attributes
of tea making and correlation with members of their production and disciplines.
 To diversifies the experience of catering and hotel management.
 This would necessarily involve exposure of the entire of activities of Industrial
establishment in a phased and systematic manner.
 To exposure to the working environment of commercial organization to give an
internal view of its operation.

1.4 Organization’s Mission and Vision

1.5 Mission

To be the most recognized and personalized hospitality provider in Eastern Uganda by

delivering memorable experiences that exceed expectations of our guest, share holders and
community

1.6. Vision

To be the number one hotel of choice in eastern Uganda.

1.7The core values of wash and wills hotel

 Excellence.
 Integrity.
 Delighting customers.

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  Respect.
 Team work.

1.8 Objectives of the organization

 Increase exposure and market using internet technology and advertising.

 Through incentives and increase exposure on internet, wash and wills hopes to hope
to increase its off-season occupancy by 40% the first year.
 To position wash and wills as the best hotel among the numerous tourists.
 To build a strong market position among the local patron..

1.9 Organization’s Nature of Business

Wash and wills hotel Ltd has various businesses providing services like accommodation,
meals, steam bath, sauna, gym, swimming and banqueting to customers.

1.9.1 WASH AND WILLS ORGANISATION STRUCTURE

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 CHAPTER TWO

TRAINEE’S ACTIVITIES/TASKS UNDERTAKEN

2.0 Introduction

This chapter contains the activities/duties and responsibilities, lessons, experiences and skills
acquired by the internee from the internship training at Wash and Wills Hotel-Mbale.

2.1 Title/position held in the organization

During the internship training the intern was enrolled in various Departments i.e
housekeeping department, Foods and Beverages department, and front office department.
While undertaking various activities and had a variety of duties and tasks to perform.

2.2 Duties and responsibilities assigned to the internee

Under this section I was obliged to carry out different tasks in different departments of the
hotel as arranged below.

 Foods and beverages department.

 Housekeeping department.
 Front office department.

2.3 Foods and Beverages Department

This department is responsible for hospitality service and providing foods and beverages
service to the guest who comes to the hotel, Therefore this department gives services to the
guests according to the menu given either by a waiters or waitresses and is place in the
kitchen for preparation .This department is being headed by Foods and beverages manager,
However it is divided into four sub sections as shown below,

 Food and Beverage production

 Foods and Beverage service
 Banqueting

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  Bar

2.4 Food and Beverage Production

In this section works together with foods and beverages manager, executive chef and all the
kitchen brigades with service department for quick services toward the guest as shown below

2.5 Duties and Responsible

 Salad sections
 Hot line
 Alcarte section/snacks
 Butcher
 Party Steward
 Pastry room
 Cold room
 Local food section
 Mise-en place
 Registration in daily staff attendance book
 Preparation of items picked from the store (miss-en-place)
 Making requisition
 Considering fifo in accordance with executive chef‘s guideline
 Closing duties, Clean the station than you found it, close the windows, doors, and
switch off the gas cylinders, sockets and lighters.
 Mari nation
 washing dishes
 Preparing juice cocktail’s smoothies etc
 Preparing of guest food
 Preparing snacks e.g. chapatti ,samosas
 Stock taking
 Cleanliness of kitchen or work station
 preparing of ingredients for shift washing vegetables, chopping smoking meat among
other
 brown beef stew preparation
 preparing cakes, bread, cooks and many other by pastry chef
 collecting thing from the store

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  dishing and garnishing dishes and salads
 stew and soup preparation e.g. chicken, beef, goat and fish stew

2.6 Ingredients

Beef stew Onions, tomatoes, tomato paste, salt, Royce, garlic meat curvy, carrots, cocking oil
and green paper
2.7 Recipes

 Wash and clean the meat

 Remove excess fats
 Wash and chop the vegetable
 Cut the meat into sizable pieces
 Put the meat in dry saucepan and cover
 Place it on heat and allow it to cook
 Season with salt and keep turning
 Cook it until dry and brown
 Add a little cooking oil and fry
 Add vegetables sweat them
 Add spices starting with wet ones
 Thicken (binding) with baking floor/ corn floor
 Brown it with tomato paste
 Add stock of water
 Bring it to boil and simmer it gently
 Correct the seasoning and add green paper
 Serve it with starch

2.8 Foods and Beverages Service

Under this section of foods and beverage management plus they team are responsible for
Welcoming and seating guest’s, presenting menu and taking orders from the guest, Billing
the guests, serving the guest and presenting the bills to the guest for easy payment at the end.
These was done at wash and wills hotel during my internship training.

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2.9 Duties and Responsible

 Directing the guest where to sit.

 Greeting the guest and answering their questions about the menu, items and
specialist
 Take foods and drinks to the guest
 Taking customers orders to the kitchen chefs while working on it in a given time
depending on the order
 Preparing food and drinks according to the a give order on the menu
 Accepting payments and balance receipts
 Serving foods and drinks to customers at a counter, table stand, or a hotel room
 Clean assigned working area dining tables or serving counters
 Set tables or prepare food tray for a new customer
 Checking mise-en place whether it is clean or not
 Room service serves foods and beverages in the guest room.
 Foods and beverage manager controls expenses in the restaurant while service is
taking place
 Schedule staffs rotation ,duties and organizing extra hands required
 Ensure the safety and hygiene of the restaurant
 Co-ordinate with the chef for menu offer and operational conditions
 Responsible for proper billing and cash recovery for service rendered
 Attend to guest complains and ensure guest satisfaction through immediate action
 Ensure that the stations are always clean on standby with a waiter or waitress
 Assign duties ensure quality work done
 Ensure that there is nice Packing of food if requested by the guest
 Under this I was expected to learn on how to handle guest to the standard of wash
and wills hotel which will result into customer’s satisfaction

2.10 Procedures of welcoming Guests at the Hotel

 Welcoming and seating Guest This was done by me, for example smiling at the
arrival of the guest leading the guest to where he feels to sit, helping him to sit by
pulling his chair gently to enable to him sit comfortably.

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  Presenting menu and taking orders from the Guests This was mostly done by
presenting the menu to the guest and let them choose what they want and give
explanations whenever required and take the order from them
 Billing the Guests The bill is printed by the cashier and a bar attendant if you got any
drink from the bar.
 Bill presentation This was normally done after the guests have finished eating and
drinking unless he/she has required for the bill. The bill is taken to the guest in the
bill book.

2.11 Mise-en place

 Checking and ensuring the cleanliness of the restaurant

 Dealing with linen and paper items. For example making sure that the table linens
required to lay up the tables are clean and neatly folded.
 Checking and ensuring the cleanliness of glass ware, crockery, flat ware and
cutlery.
 Arranging and laying up the service areas
 Stocking up bars and bar areas making sure that the necessary drinks, equipment
accompaniments are ready.

2.12 Banqueting

This section works together with front office when there is any booking in the hotel. for
smooth set up of the conference halls, wedding, birthday parties, meeting and many other and
is always assisted with Banquet Waiters for setting up any event at the hotel and is
responsible for serving food and beverages to guests at the restaurants or hall. There are
numbers of duties shown below
2.13 Duties Responsibilities

 Receive guests and taking their orders, bringing them the correct drinks and dishes
and refilling their beverages as needed.
 Relay food and beverage orders (break after, lunch and dining)
 Maintain a high level of cleanliness and awareness of sanitary practices.
 Anticipate guests’ needs and exceed customer service expectations.

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  Maintain composure in a fast-paced environment.
 Relay important information about orders, allergies and special requests to the
appropriate person.
 Respond urgently and appropriately to any concerns.
 Present in professional appearance and mannerisms
 Rearranging of tables, chairs, replacing of new table cloth after using for a new setup
2.14 Bar
A bar is a counter in a pub, restaurant, or hotel across which drinks or refreshments are
served to Its customers according to his or her favorite drinks and here are the responsibilities
of a bar man as shown below.

2.15 Duties and Responsibility

 Responsible for proper billing and cash recovery for service rendered
 serving customers with drinks
 collecting payment and operating the till
 Providing snacks, such as crisps and nuts.
 washing glasses
 storing empty bottles
 Cleaning tables and the bar regularly.
 The bill is printed by the cashier and a bar attendant if you got any drink from the
bar.
 stocking up bars and bar areas making sure that the necessary drinks, equipment
accompaniments are ready

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Figure 1: Showing the Organization Chart of Food and Beverage Department

F&B MANAGER

EXECUTIVE CHEF F&B SUPERVISOR HEAD BARRISTER

WAITERS /WAITERNESSES

PASTRY
CHEF

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SAUS CHEF

BAR ATTENDENT

PASTRY HEAD
CHEF COOK STEWARD
DEPARTIE

BANQUENT COORDINATOR

HEAD COOK

STEWARDS

BANQUENT WAITER

COMMISCOOK

TRAINEE

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2.16 Housekeeping Department
Housekeeping is a department of keeping the hotel and its premises clean. This department is
to maintain rooms, compounds, garden, public area, and offices clean throughout the day.
Therefore housekeeping department has five sub sections as shown below, namely;

 Room stewards
 public areas
 laundry
 Gardeners
 Health club

2.17 Room Steward

These are group of people employed to maintain the cleanness of the rooms and outside area in a
hotel by mopping, dusting, making beds and many others.

2.18 Duties and Responsibilities

 Greeting the guest and responding to the queries
 Changing bed linen and making beds
 Replacing used towels and other bathroom amenities such as shampoo and soap
 Sweeping and mopping floors
 Dusting and polishing furniture
 Empting trash containers and ash trays
 Restocking food and beverage item in a mini bar
 Cleaning public areas like corridors, barony’s, stairs etc
 Report any technical issue and maintaince needed
 Address guest queries for example additional service
 Help guest retrieve lost item
 Ensure all rooms assigned are clean and tidy by the end of the shift
 Writing of a room list daily
 Removing the cob weds in the room
 Taking dirty linen to laundry
 Stripping the bed
 Knocking and opening the windows, doors of the room for fresh air
 Dusting the room in a daily rotten.

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2.19 Public Area
These are employees employed to maintain the cleanness of the public area in a hotel.

2.20 Duties and Responsibilities

 cleaning of public area mainly in guest toilets, stair cases and corridors
 cleaning public rooms like restaurants, offices, conference halls, boardroom and bars
 cleaning public area like swimming pool, verandas, stairs, walkway, corridors balcony’s
and many others
 night cleaning

2.21 Laundry
is a place where both clean and dirty linens are kept, receiving, sorted, treated, washed, dried and
folded ready to be used by all departments.

2.22 DUTIES AND RESPONSIBLITIES

 Receiving ,counting and recording the guest linen
 Sorting of linen
 Removing stains
 Washing and drying
 Ironing and pressing
 Folding and packing
 Billing
 Distribution

2.23 Gardeners
A gardener is a person or an employee employed for maintaining the gardens or compound
at home, hotel or any other recreational places to look more attractive to guest or any other
person to feel more comfortable. And these are the duties responsible for the gardener as
shown below.

2.24 Duties and Responsibilities

 The responsibility of a gardener is to maintain the beauty of plants, outdoor grounds,
and trees in a garden. They perform a range of general maintenance tasks including
designing, producing, renewing and preserving outside spaces. 
 Gardeners can work on local parks, hotels, farms, and nurseries.
 A Gardener is to install and maintain the flowers, trees and green spaces at hotel.

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  Responsibilities of a Gardener include monitoring the health of all plants and green
scapes, watering and feeding plants, trimming trees and shrubs, fertilizing and
mowing lawns, weeding gardens and keeping green spaces and walk ways clear of
debris and litter.
 The duty includes taking care of gardens, a parking yards, kids park, office,
compound, roads etc.
 Gardeners can work part time or on a contract basis. Some gardeners work for
government bodies, business organizations, landscaping services and private estates
etc.
 Carrying out a varied range of gardening duties, requiring a minimum amount of
supervision and use of own initiative.
 Soil cultivation, digging, forking, mulching, watering, raking, weeding, litter and
debris.
 The tasks of a gardener include managing your team for design and planning, planting
and growing plants from seed, purchasing plants, managing pests and keeping the area
generally well maintained.
 The main Responsible for gardeners is weeding, planting, pruning and watering as
well as the general maintenance and appearance of the compound, gardens and
buildings.
 Key Responsibilities Use of small garden machinery and compact tractor for variety
of garden maintenance tasks to include: mowing, stimming and hedge trimming. Use
of hand tools for variety of garden maintenance tasks to include: digging, planting,
weeding, and pruning.
 checking the health of plants by identifying any pests or diseases and controlling them
 raising plants from seeds or cuttings
2. 25 Health Club
This section works together with housekeeping department for easy cleaning and maintaince
in a hotel. It is under housekeeping department the most favorite section that guest use for
their leisure time and we have various service parting this section namely, gym, steam, sauna
and massage. These sections have a group of people who they work with, Executive
housekeeper, Health club supervisor, fire man and cleaners. 2.26 The Organization Structure of
Housekeeping Department

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 figure 4: showing the organization structure of housekeeping department

EXE HOUSE KEEPING

PUBLIC AREA FLOOR LAUNDRY HEAD

SUPERVISOR SUPERVISOR SUPERVISOR GARDENERS

PUBLIC AREA ROOM LAUNDRY GARDENERS

ATTENDANTS STEWARDS ATTENDANT

TRAINEES

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2.26 Front Office Department

Under this department we shall be in position to understand the aspects involved in the
department right from arrival till check out checking the booking diary for reservations which
leads to making of sitting plans for the day and allocation of stations and staff While a
Receptionist at a larger company may only be responsible for running the front desk,
nowadays, the Receptionist may be required to multi task in a variety of front office
activities.
2.27 Duties of and responsibilities

 Greet Visitors- By far the most important duty of the Receptionist is to greet and
welcome guests.  A good first impression is important as the Receptionist is the first
point of contact for the entire organization, which requires a positive attitude and a
polished, professional appearance. Remember the Reception area is the first thing a
visitor sees when they visit your company.
 Answer the telephone and take messages – Answering calls is an extremely
important duty of the Receptionist.  While office phone systems and their feature set
can vary significantly, it is important to know how to perform the basic tasks that you
will be expected to perform on a daily basis such as transferring the call, putting the
caller on hold, call forwarding and checking voice mail.  Practice using the phone
features until they are second nature to you as you don’t want to practice on the
customer.
 Keep reception area clean and well maintained – As the Receptionist, you are
responsible for making sure your lobby is visually clean. Always keep the reception
area free of trash.  If packages arrive during the day, try to get some-one from within
the organization to pick them up and avoid storing them in the Reception area.

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 Send and Receive Faxes – Many departments within an organization send and
receive faxes without ever bothering the Receptionist.  As the company Receptionist,
however, you should always be prepared to send or receive faxes and understand how
they work.
 Manage the Conference Schedule – As the Receptionist, you will likely be
responsible for reserving the conference room, usually through a Meeting Planner and
Microsoft Outlook.  You will also be asked to print the Conference Schedule daily in
time for the next business day.
 Receiving and Distributing Mail – While companies are receiving less and less
traditional mail due to the increasing popularity of the internet and email, every office
still receives some paper mail.  While most large companies have a mail room,
smaller companies will rely on the Receptionist to sort and distribute the mail.
 General filing – Today a vast majority of company documents are filed
electronically, either in the cloud or directly on the servers of the organization. 
Despite this migration to electronic filing systems, many companies still maintain a
paper filing system to file those documents that cannot be saved electronically such as
executed leases, contracts or other legal documents.  That being said, most
Receptionists are often assigned the task of filing these documents in company filing
cabinets.

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 CHAPTER THREE

LESSONS, EXPERIENCE AND SKILLS ATTAINED

3.0 Introduction

This section gives the detail of knowledge, skills, experience and lessons that the intern was
able to learn from the internship training, what the student got informed of while on the field
attachment.

3.1. Lessons learnt

The intern had a great exposure of work of different situations and was able to gain a lot of
lessons and they include;

Customer care. The internee learnt how to handle customers properly and carefully because
they are the reason the firm and the employees exist. In this being a hospitality student,
practically she got to know how guests are handled as being bosses.

Confidentiality. The internee learnt how to handle confidential documents and all
information of the firm because being a professional firm it is required that proper ethics are
upheld.

Time management. The internee learnt the importance of punctuality because the internee
had to arrive at work before 8:00am so that there would be enough time for the intern to
prepare before the day could begin.

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Exposure to different job opportunities. Through field attachment, the internee was able to
learn about the possible career options that she may undertake considering my course
(BCHO).

Working under minimum supervision. The internee learnt how to do work under minimum
supervision and this produced great results because she made sure whatever task she was
given, she worked on it within the shortest time and thus enabling the firm to achieve its set
goals of ensuring efficient and effective distribution of products in a timely manner.

Team work. This is a key to success and individuals putting talents and ideas together and
supporting each other to succeed. I worked work with people from different background and
cultures which gave me a unique point of view.

3.2. Skills Acquired

Time Management Skills, During the training, I undertook duties of which had to be
accomplished in a specific period and all employees had to report to the office by 7:00am and
failure to reach office at that given time then the employee would miss meetings or other
activities at that time and learn how to manage time. I was able to learn how to manage time.

Communication skills Wash and Wills hotel is composed of a diversified cross cultural staff
and customers which gave me an opportunity to understand how to deal/interact with people.
On the other hand, exposure to different customers and staff members enhanced my abilities
and polished my communication skills.

Restaurant operations skills, This was mainly acquired through involving in restaurants
activities like serving of food and drinks to the guests and this made the internee to be aware
of what steps to take while working in the restaurant.

General food production skills, This was acquired by following the roster showing
assignments to be completed by the intern before the actual services began. Adequate

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preparation was made for the expected volume of business and the type of service which was
to be provided.

Pastry and Bakery skills, The internee learnt how to bake cakes, cookies, muffins, and
bread using butter, yeast, bi-carbonate and baking powder.

Computer Skills, I was able to acquire computer skills in Microsoft office programs most
especially in Microsoft word for document productions, excel for computation, and
information generation and access for billing and filing guests’ records. This was due to the
fact that computers were available at the office and accessible.

Housekeeping Operations Skills, This is comprised of general cleanliness and upkeep in the
area of work. The intern learnt how to air out the room by opening the windows, turn off the
air conditioning system and setting them for sale. Like, dressing beds, furniture polishing,
empty out the trash cans / bins, removing dirty towels (bath towels, hand towels, face towels),
spraying the cleaning products necessary for disinfection.

The practical training carried out at wash and wills hotel has exposed me to a lot of great
experience after participating in operation in different departments. Namely Foods and
Beverages, Housekeeping and Front Office Department.

I was involved in different operational activities in housekeeping department, mopping of

veranda, bed making, scrubbing of floors, collection of dirty linen, detecting of properties
that need maintenance, cleaning of guest rooms among others.

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 CHAPTER FOUR

CHALLENGES AND LIMITATIONS CONCLUSION AND RECOMMENDATIONS

4.0 Introduction
4.1 Problems encountered during industrial training

I encountered numerous problems during my Industrial Training program at Wash and Wills
hotel Ltd.

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4.2 Challenges faced by the internee

Language barrier,

During my stay at wash and wills hotel, it was difficult for me to communicate to some
guests because they spoke different languages of which the internee was not conversant with.
Like Ateso among others.

Inadequate facilities, Lack of enough uniforms for the internee to put on, computers among
others.

Inadequate information, Whereby trainees are not allowed to access important documents
and are also prohibited from accessing some data in excel for example, salaries, entries thus
hard to practically know the company’s entry.

Stressful work, Considering the broadness and challenging nature of Hotel work, the
internee felt overwhelmed though looking at permanent staff workload, mine was the least.
This may be attributed to the lack of experience

Understanding the culture of the office

4.2.1 Solutions for the above challenges

Language barrier, most clients didn’t understand English and me as an interne didn’t
understand their local language which made communication difficult. However this was
solved with the help of my F&B supervisor by having only one national language to spoken
in field which is English.

Limited financial support, This was required for my transport. This was therefore solved by
the provision of the financial support from my parents.

Limited access to certain programs. Most of the programs had passwords which hindered
me from accessing important information. This was a challenge to me because I couldn’t

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receive the information I wanted. But this was solved through asking my supervisor to assist
me with their password.
4.3 Challenges faced by the Organization

The organizational challenges that were limiting the learning process during field attachment
included the following;

Inadequate computers, Limited office equipment’s such as computers where by some of us

interns lacked computers to do our assigned tasks since the few they have were occupied by
the staff members of the organization.

Copying with strange terms, considering great experiences of wash & wills hotel staff;
there was attendance of them abbreviating all terms related to work and clients. The internee
being new to the field at times she thought the language spoken was strange.

4.4 Conclusion

In conclusion internship as a pre-professional experience often offered to students as

standalone course where students get partial experience as they apply theories, it helps
students to prepare for what they will encounter in future. Appreciation goes to wash and
wills hotel for the efforts rendered to meet the standards of people (customers) and to ensure
the hotel standard is maintained by offering quality services not forgetting the empowerment
give to interns throughout the training and uplifting the student’s level of experience.
Industrial training is important, educative and interesting; it is a program that expresses
undergraduate to the practical world. It makes an individual have sense of responsibility and
being diligent to work. Extending the program to more than two months will be better for the
student to have more time to learn and gain all the practical experiences needed

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4.5 Recommendation

To the Hotel

• The intern thinks that assessment on a daily basis will help if established to check on
interns’ level of competence.
• The internee would like to recommend Wash and wills Hotel Limited to put up
maintenance programs targeting taking on interns. This will result into having a pool
of competent, accustomed, self-reliant and professional employees, administrators and
also not for internees to lose the acquired experience, knowledge and skills to
competitors.
• The intern also would recommend the following for better service delivery; more
office equipment’s like computers should be acquired to facilitate efficiency, task
completion and adequate service delivery.
• However this has greatly enabled students to acquire knowledge and skills, I
recommend wash and wills hotel to at least provide some allowances like transport to
the internees.

To the Students

• Students are advised to honor their supervisors, both from the institute and work place
during internship. This will make them learn more and in so doing you gain high level
of integrity and professionalism
• Students also need to develop a keen interest in modern employment literature so as to
get an insight prior to field attachment. The literature would also enable students to
get more used to the basic terms and concepts for example the compendium to reduce
on the difficulty to fully understand the various concepts used in the employment
setting.
• Late coming, laziness, and absenteeism always impact negatively on the possibilities
for future employment. Therefore students are expected to always deliver their best so
as to prompt retention possibilities.

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 Appendix I: Work plan

WEEK DEPARTMENT ACTIVITY

1st Week. Food Production Kitchen • Preparing different types of foods

Management

• Carrying out baking

• Washing of utensils

• Writing a requisition of required items

• Mopping and sweeping the kitchen

2nd Week Food and Beverage Service • Orientation and introduction

Department

• Mopping the dinning

• Dusting the chairs and tables in the restaurant

• Operating a coffee making machine

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3rd Week • Laying linen on tables

• Attending to customers

Food and Beverage • Making mise-en-place

Service Department

• Taking orders from guests

• Serving guests

4th week • Mopping the floor

• Dusting windows and doors of the guest room

Housekeeping Department • Scrubbing the showers and toilets

• Laying the beds

• Removing cobwebs

5th week Housekeeping Department • Mopping the floor

• Dusting windows and doors of the guest room

• Scrubbing the showers and toilets

• Laying the beds

• Removing cobwebs

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 •

6th week Laundry Department • Ironing

• Folding linen

• Mixing detergents

• Using washing and drying machines

7th week Front Office Department/ • Welcoming guests

Reception Department

• Receiving office calls (internal and external)

• Photocopying, printing of guests IDs and passports

• Handling guests properties

• Reservation

• Handling customer complaints

• Drafting daily rooming list

8th week • Starting on preparing of my report

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 • Getting advice on how to write a good report.

• Collecting data and materials and all

necessary information from the organization that
will be used for preparing my report.

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