CTH LEVEL 3: FOUNDATION DIPLOMA IN TOURISM AND HOSPITALITY

CTH Number: 94584 Student Name: Ms.TERESIAH

WANGUI NJOKI
Centre Name: CASCADE INSTITUTE Tutor Name: Ms.CHRISTINE KINYA
OF HOSPITALITY MWENDA

Unit Title: ESSENTIALS OF TOURISM AND HOSPITALITY OPERATION

Centre Final Mark:

CTH Final Result:

Plagiarism Score:

STUDENT STATEMENT
I hereby declare that this assignment is my own work and any use of materials from other
sources has been referenced accordingly.
Student signature: Date:

TUTOR STATEMENT
I hereby confirm that to the best of my knowledge this assignment is the student's own
work and she has not collaborated in the production of this assignment with any other
person. I also confirm that I have a record of this student's progress tutorial/s.

Tutor signature: 1 Date:

INTRODUCTION

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

The report demonstrates fulfillment in essentials of tourism and hospitality operations. The
fulfilment’s include
Understanding front office operations within a hospitality and a tourism industry
Understanding housekeeping operations within hospitality and a tourism industry
Understanding food and beverage operations within a hospitality and tourism industry
Understanding destination analysis within the hospitality or tourism industry
Understanding travel agency and tour guiding operations

TASK ONE

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

1.0 FRONT OFFICE
1.1 Identify the Roles and Responsibility of Front Office Staff and Their Links with Other
Department
Front office manager
They are tasked with making sure the front office runs smoothly and effectively. Some of their
responsibilities include;
i. Managing and training the concierge, night auditor and the team of receptionist.
ii. Ensuring the front desk provides a professional and friendly service for customer.
iii. Dealing with customers, including handling complaints when they come to the desk.
iv. Scheduling the staff Rota per the duties.
v. Liaising with other department example they communicate with the housekeeping
department on the new guest who wants accommodation.
Room division manager
They hold a very senior position and are responsible for overseeing both front office and
housekeeping operations of a hotel or resort. Their duties are;
i. Coordinating with other department in the hotel, maintain open communication with them to
find better ways to service the guest.
II. Supervising the room division payroll, availability controls and monthly plans.
iii. Ensuring smooth processes and high compliance in terms of guest relation, housekeeping
and reservation standard example in larger hotel.
Switch board.
Switch board operator work through computerized systems that needs less human involvement.
Some of their duties include;
i. Answering incoming calls, greeting callers, providing information.
ii. Page individual to inform them of telephone calls, using paging and inter office
communication equipment.
iii. Relaying and routing written and verbal messages. 3

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

Receptionist.
Receptionist is an employee taking an office or administrative support position. The work is
usually performed in a writing area such as a lobby or front office desk of an organization or
business. Their roles include;
i. Handling the guest registration process example Check in of the guest, creation of guest
history.
ii. Answering telephone calls within the three rings or less.
iii. Maintaining and making accurate reports of money received and paid out.
Reservationist
A reservationist is the person who is responsible for handling various types of reservations
within their industry. Their duties are;
i. Answering all reservation phone calls undertakes reservation and deals with reservation
information.
ii. Provisions of friendly and courteous service to future guest during telephone sell.
iii. Conducting of telemarketing under direction of the marketing and sales team.
iv. Dealing with group bookings example cancellation changes and rooming listing.
V. Answering emails and telephone enquires
Cashiering
A cashier is basically a person handling payments and receipts in a hotel, a shop, a bank or any
other business
Their duties are;
I. Handling foreign exchange transaction
II. Handling different methods of payment example mpesa services
III. Monitoring the guest folio balance for house limit or floor limit
Night Auditor
A night auditor is the first point of contact for late-night hotels guests and manages many
aspects of their visit. 4
Their duties include;

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

 I. Balancing restaurant, beverage, laundry, phone and all other charges with the
cashier reports.
ii. Posting any rate room charges and tax charges and updates the guest ledger.
iii. Checking the credit limit on individual guest account.
1.2The Links between the Front Office Staff and Other Departments
Human resources management department
Directors of human resources management depend on the front office to distribute applications
forms and other personnel related information to job applicants. Human resources manager
department may also develop guidelines for the front desk clerk to use initially screening
candidates. Example the guidelines include personal hygiene.
Maintenance department
Maintenance department can also be referred to as engineering department they are responsible
for all machinery and equipment's. Example, repairs and lighting. The front office desks
communicates on room status and request for maintenance services and also information about
repair and replacement and ensure they confirm the requests has been made.
Housekeeping department
The housekeeping department may communicate with the front office in case of.
i. The housekeeping department needs information about special request, complaints or
agent room preparation requirement and also they need the arrival and department
information so as to plan the guest rosters and any room cleaning schedule
1.3 The Concept of the Guest Cycle.
The guest cycle is meant to describe the activities that each guest passes by from the moment he
or she calls to communicate a reservation.
Pre-Arrival phase
The guest chooses a hotel during the pre-arrival stage of the guest cycle.
The task in pre-arrival phase
i. Pre-registration: if a reservation can be accepted, the reservation
5 agent creates a
reservation on the hotel management software. The creation of this reservation record
starts in the hotel guest cycle.

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

 Arrival phase
After the guest arrives the relationship with the guest is positively maintained and to clarify and
query of the guest especially the details of room rate of packages he or she is booked in.
The task in arrival phase
i. Registration of the guest
ii. Room assignment process.
Occupancy phase
The manner in which the front office staff represents the hotel is important during the occupancy
stage. Since this is the stage whereby guest spends most of his or her time in the hotel
The task in occupancy phase
i. Rate changes
ii. Updating the guest history example if there is any extra service offered
iii. Recording and keeping track of the guest account
Departure phase
At the departure the guest vacates the room, receives the accurate statement of the settled
accounts, returns the room keys and leaves the hotel. Once the guest has checked out, front office
updates the rooms’ availability status and notifies the housekeeping department, for the hotel
using property management software the status of the room is updated automatically.
At this stage front office also collect the feedback of the guest experience in the hotel by
handling over the guest feedback.
I.4 Uses of Manual/Electronic In Front Office System
Manual are documents which are flexible and can be used for various purposes there are
different types of manual such as;
Procedures manuals
This type of manual explains how a work activity can be performed .example; a hotel may have a
procedure manual indicating how a certain activity should be carried within the hotel
Policy manuals 6
They explain the principles and rules of an organization. Example a hotel may need to set rules
that are to be followed by the hotel staff for the purpose of keeping a track good record

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

Service and maintenance manual
This type of manual provide instructions on how to repair and maintain equipment, example. A
hotel premise may need to instructions on how to repair the front office system

1.5 According to Gilbert A (2007) P.34 (2) the importance of banking

Banking
Banking is a section of the economy which is responsible or holding of financial assets for other
people can also invest those financial assets as a leveraged way to create more wealth
Importance of banking
iv. To keep money safe for customers: Through the banks one is able to open secure account
v. Offers customers interest on deposits as a way of securing money value from being lost
against inflation
vi. Offering financial advice to the bank users on how to safely secure their money
vii. Advice on financial matter: The banks states clear information to its users on how to pay
loans and their interest
viii. Lending money to organization and customers: Example. Through offering loans
1.6 Checks-In Check-Out Procedures
Check-in is the process of guest registration to the hotel premise at the front office reception,
which mostly occurs from afternoon till late evening while check out is the departure of the guest
from the hotel premise at the end of their stay which normally occurs from early morning till
mid afternoon
Check-In Check-Out Procedures
Pre- registration of the guest
This is the process whereby the front desk gathers information about the check in guest. Example
the type of room they may need, how long their stay is and all guest should ensure that the detail
given is correct.
Creating the registration records 7
After the completion of the first step one should create a guest record which include, name of the
guest, arrival and departure date, and the guest should be the one to fill the information.

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

Assigning the room rate
This is the process whereby a front a front office personnel assign a room and the rate at which
the room cost to the guest according to the guest room choose
Establishing the mode of payment
After the guest makes their reservation the mode of payment is issued to the them, the mode of
payment include cash, cheque or bank
Issuing the room key:
After the completion of the registration, the guest is well received and issued with the room key.
Escorting the guest to the room
After the key is issued, the guest are escorted to their respective room with the help of porters
who carry their luggage’s or the bell boys

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

TASK TWO
2.0 HOUSEKEEPING
2.1 The Structure and Roles of Housekeeping
Housekeeping is the provision of secure, safe and comfortable environment to the guest.
Housekeeping structure acts as a directional order on the duties to be done and by whom, and
also provides clear information concerning the department
Roles of housekeeping
Housekeeping is responsible for ensuring cleanliness and maintenance of the rooms and public
areas within a hotel
Making of bed and changing guest linens. The housekeepers should change the guest linen one
they are used
To maintain good relationship with other department, In order to achieve a both of their need
which is maintain good relationship to the guest
2.2Standard and of housekeeping
Housekeeping department should be clean, orderly and sanitary
Floors should be clean and dry
Housekeeping should ensure they offer services of higher standard
The rooms should always be clean and ready for booking
2.3 Procedure of Housekeeping (according to Eseriani Hotel Naivasha)
Procedure is an official way of doing something, especially when one needs to do something in
the right way
The procedure of housekeeping
Procedures of bed making
Pull the bed a little away from the headboard. Spread the 1st bed sheet and tuck the bottom side
of the bed except for the four corners. Take the loose ends of the sheet, about a foot from the
corner at the head of the bed and pull it straight out foaming a flap. Tuck in the free part of the
corner. 9

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

2.5 Function of Security and Maintenance Department
Security department
i. The hotel is responsible for ensuring the employees and the guests are protected. The
main role of security department is to provide secure environment to the hotel their
function include;
ii. To communicate with the front office department in case of any lost property
iii. Control access to anyone who may want to access the hotel. example, through
checking of guest luggage
iv. They monitor the alarms and surveillance system to ensure high maximum of security
v. They patrol areas within the hotel and perform security checks
Maintenance department
i. The main role of maintenance department is to be accountable for any maintenance in the
hotel
ii. They keep the hotel system from failure or decline
iii. They protect and preserve the hotel facilities
iv. They maintain hotel facilities by ensuring they are in a good condition and are functioning
well
2.6 Policies of Developing Environmental- Friendly Policies
Environment-friendly means having a good life style that is better for the environment
Some of the ways to develop a environmental-friendly are;
Stop food wastage
Wastage of food is sometimes happens intentionally or unintentionally. One can prevent this
through ensuring that he or she cooks, serves or orders the amount of food they can consume
without leaving waste
Buying locally grown products
An easy way for a hotel to develop this environment friendly is by10ensuring they buy locally
grown product instead of shopping product that are shipped from far that way they promote and
support local dairies

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

Educate others
Educating of others regarding the importance of living an environmentally friendly life plays a
major role. The more people share an awareness of the importance of the environment, the more
we can do better in conserving it

11

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

TASK THREE
3.0 FOOD AND BEVERAGE OPERATIONS
3.1 Different Types of Food
There are different types of food that includes;
i. Carbohydrates: Example glucose
ii. Proteins. examples, dairy products
iii. Fats. example, pork
iv. Minerals proteins: Example poultry
v. Vitamins: example biotin

3.3 The Cookery Methods

i. Baking. Cooking food in the oven example. Baking of cakes
ii. Roasting-involves dry heat cooking in the oven
iii. Steaming -is the consistent flow of hot air that gently cooks the food
iv. Braising refers to whole slices of meat or pieces of chicken
v. Stir-frying
3.4 The Service Methods and Requirement
Types of services
Buffet
Buffet service is a very common dessert in event with a large number of attendees. Guest pass
through a buffet line that features food choice on tables separate from the seating area. Guest
serves themselves which allows for convenience in choosing what an individual wants to eat.
They then return to their table to eat. Beverages are typically delivered and refilled by attendants
Cafeteria style
Cafeteria is a service which is very similar to buffet where the guest stand in line to choose their
food. However in cafeteria service servers dish food from the buffet line
12

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

TASK FOUR
4.0 DESTINATION ANALYSIS, TRAVEL AGENCY AND TOUR GUIDING
OPERATIONS
4.1 The features of destination (according to lecturer James Maina on 2nd July (2019)
The features of a destination can be categorized into two;
Primary features this are features that makes a destination more attractive. The primary features
include;
Climate: when the climate is favourable, during sunshine it tends to encourage the tourist
visitors to visit a particular destination unlike when there is rainfall climate which limits one
from travelling
Religion: People in different destination have different beliefs and practices that attract people to
visit. Example, Muslims visit Mecca for hajj
Secondary features: this are the development that are introduced specifically to support and
promote tourism destination, secondary features include;
Entertainment: entertainment is one of the key reasons why people visit a certain destination
visitor’s need to feel entertained in a particular way therefore
Infrastructure: infrastructure develops a fundamental facilities and system that supports the
sustainable functionality of a destination
4.2 The factors affecting tourist choices
Government policy
If the government policy increases their taxes then a tourist may not be able to visit a particular
destination due to high cost of taxes
Hospitality standard
When the hospitality standard is low, or if the hotels offers product of low quality then it simply
means that the tourist will not visit that hotel since they require highly skilled standard services.
Uniqueness of a destination
Before a tourist make a choice to visit a destination they consider 13
if there is any available unique
feature that would attract them to this the destination
4.3 Describe audit related information

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

Destination audit analyses the current information about tourism in a destination.
Uses of auditing
They provide credibility as a set of financial statements and offers the confidence that accounts
for true and fair.
It also helps to maintain and improve a company’s internal controls

14

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

TASK FIVE
5.1 Describe the Role of Travel Agents
They make reservation for the tourist who visit the country
They offer advice to tourist on the various companies that offers resorts, airline and places of
destination
They ensure passports and visa for foreign travel are arranged properly
They are responsible for handling client request and complaints when they occur
5.2 Describe the Range Of Product and Services
The service offered to the visitor should be of high standard
The consumers should offer products of high quality and quantity
The products and services should target the tourist. example. Arts and crafts
5.3 The Legal Consideration Associated With Tourism
Legal consideration refers to the exchange of two or more value of things in a legal binding
contract
General rules of consideration
The consideration need to be sufficient and should not be adequate
Consideration should move from the promisee, which does not enforce the agreement
An existing public duty should not amount the valid consideration
Consideration should be of the past
Part payment of a dept should not be valid consideration for a promise to the forego the balance
5.4 The Transport-Related Issues within Tourism Industry
There are different issues that arise in relation to transport. The issues results from traveller’s
choice, services provided, exposure to diseases and infrastructure development.
The transport related issues
i. Concerns for safety and security remain and important issue for the tourism industry
ii. Responding to increased interest in tourism industry
iii. Travel related diseases 15
iv. Standard of service offered to travellers
v. Infrastructure development

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

5.5 Features of a successful tour
i. The activities to be carried out within a day is always well planned
ii. Maintaining of good relationship between the local community and the host
iii. Ensuring there is secure and safe environment of various destination
iv. Providing good transport by ensuring there is consistent movement from one place to
another
v. Providing unique destination to the tourist
5.6 The role of travel geography and the tourist appeal of geographical features
There are various roles of travel geography which include;
Physical geography provides an essential background on the environmental conditions which
are major issues that must be considered in managing the development of tourism places
Human geography takes more theoretically diverse approaches to tourism industry activities

16

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

RECOMMENDATION
The front office staff should ensure they meet all the required skills to handle the guest who may
visit their hotel and also maintain good relationship with them, the tourism industry should
always ensure that the tourist experiences the perfect tour while in a certain destination, finally
the housekeeping should always maintain clean, secure and comfortable environment to the
guest

17

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

CONCLUSION
Essential of tourism and hospitality operation has exposed the knowledge and skills on how to be
standard and professional in front office, housekeeping, food and beverage and tourism. They
have also provided the required skills to be used in maintaining the standard of hotels and
tourism industry

18

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

REFERENCE
G. Raghubalan. Smritee R. (2015) hotel housekeeping operations and management (oxford
publishers)
Lecturer James Maina on 2nd July (2019) destination analysis within tourism industry

Peter A. Sue L. (1999) front office operations, butter-Heinemann publishers

www.eserianhotels.co.ke front office operation within a hospitality industry

www.esrianihotels.co.ke housekeeping operations within hospitality industry

19

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584

 20

TERESIAH WANGUI NJOKI UNIT CODE:ETHO CTH NO.94584