CHAPTER ONE

Introduction

Hospitality industry today is expanding fast by the grace of globalization. Hotel Investment has
been expanding in Uganda, especially in Kampala with newest technological invention. As well
as patterns of Lifestyle and Leisure period spending style changed a lot. To keep up with the ever
changing demand and to get a hold of newest market segment keeping pace with dynamism and
variety, innovative ideas taking over old ones and evolving every day. Hotel industry of Uganda
has been expanding rapidly. The transformative education process like internship program
consists of developing full personal and professional potential and involves addressing six key
areas of development. These are internationality, guided hands-on learning, professionalism in
the workplace, progressive learning principles, soft skill development and ultimately,
employability. Internships are important, in terms of both employability and creating future
industry leaders. If employees are already operational when they start, this will fast track them in
the right direction, achieving middle management and executive levels at an increased rate.
Internships as a route to entry have a proven success rate. Internship at Munyonyo
Commonwealth was productive and helped to achieve a professional edge.
During my internship period, I worked in two different departments: food and beverage, front
and housekeeping and tried to gather knowledge from each of them. I will describe my
experience during the internship period. This report contains the company profile, the functions
of two different departments of the hotel I trained in.

1.1 Background of the study

Munyonyo Commonwealth is one of the most exquisite, exclusive and magnificent business-
class five star hotels in Uganda. It is located on Shores of Lake Victoria. Munyonyo
Commonwealth has consistently sought to bring together the finest in art and architecture,
comfort and cuisine leisure and fun to create each moment is for Guests to enjoy. Experience the
premier choice of hotel in Munyonyo Commonwealth; where it offers the personalize comfort
for guest to enjoy. Munyonyo Commonwealth is the city‘s diplomatic zones and a host of
attractions with a brand new streamlined approach to service. Munyonyo Commonwealth is
renowned for its outstanding professional services, the Munyonyo Commonwealth has 114
luxury and suite rooms plan. At present 472 luxury rooms and suites are having guest
accommodation. Its guests will enjoy extensive facilities and extra privileges, including high
speed Wi-Fi Internet connection, and an endless variety of activities. Fresh perspective at
Munyonyo Commonwealth where the spectacular hospitality, freedom and luxury is set only for
guest, For its guest it has assembled state-of-the-art conference and exhibition halls charged with
breathing vibrancy, warmth light, lobby area, restaurants offering unrivalled panoramic views of
Lake Victoria.
Munyonyo Commonwealth is set on becoming a high performance global player in the field of
hospitality industry. It is concerned about the satisfaction level of its guest for better
improvement, higher revenue as well as to stabilize its goodwill by providing different types of
hospitality. The hotel has obligations to all the guests through its staff like (Front desk
receptionist, Housekeeping staff, Telephone operator, Food & Beverage staff, Recreation staff),
Service like ( Telephone service, Front desk service, Housekeeping services, Food & Beverage

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service), Condition like (Bed room, Bath room, public area) and so on. However, it is hard to
satisfy all guests but satisfaction is the crying need for any hotel.
With the introduction of new international hotel brands Munyonyo Commonwealth will face
challenges. These challenges they have to overcome with the competitive advantage and practice
of international standard to satisfy their guest. As I observed, number of repeated guest in
Munyonyo Commonwealth is higher in comparison of other hotels despite being a national
brand. Which means they are performing better to build own strong brand image. This makes
Munyonyo Commonwealth a place worth studying.

1.2 Objective of the study

Broad Objective:
The main objective of this report is to note down the adopted functions of two different divisions
of Munyonyo Commonwealth based on their operation and evaluate the practice against the ideal
one. At last, this report will end analyzing conducted guest satisfaction survey.

Specific Objective:
The specific objectives of this report will be the following:
 Observe the daily operations of food and beverage department, front office department
and housekeeping department
 Evaluate the daily operations against the standard benchmark
 Explaining the weakness of the hotel
 Measurement of guest satisfaction

1.3 Scope of the study

This report is an attempt to present operation of Munyonyo Commonwealth and the mechanism
they use to compete against their competitors. As I have already industrial attachment, I tried to
match and find the difference between the things I learned in the book and the practice in the real
world. Then I measured the guest satisfaction, which I think will explain if the practice of this
organization is paying off in their favor. The completion of this report will help the organization
recheck its strengths, weaknesses, opportunities and threats that will aid it in strategizing further
ahead.

1.4 Methodology of the study

Research is a procedure of logical and systematic application of the fundamentals of science to

the general and overall questions of a study and scientific technique, which provide precise tolls,
specific procedures and technical information, rather than philosophical means for getting and
ordering the data prior to their logical analysis and manipulation.

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1.5 Limitations of the study

The only limitation I faced is the time limitation and lack of access to the confidential data. I had
to roll into two different divisions of the hotel within this short period. Functions in each of these
departments are so broad that it is possible to finish the whole internship in one department
alone. Despite that, I tried to sum up my learning within these couple of days left after the
internship. With more time, I could collect more data to analyze from my connections and come
up with recommendations that are more accurate. During my internship period, I had to keep
myself busy for 8 hours a day learning new things and facing new situations. It was little tiring
yet immensely interesting.
Another factor is the lack of access to the confidential data. During my period, I came to observe
with their business reports, predictions and expected business expansion plans. This information
could be ripe fruit for the enrichment of my report and I could have more data to decide and
work on. Still I tried to gather available data from the website and the daily business reports.

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1.6 Munyonyo Commonwealth Oraganization structure

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CHAPTER TWO

2.1 Company profile & literature review: Munyonyo Commonwealth

As mentioned in their website; Munyonyo Commonwealth Resort is a magnificent new

generation business class hotel ideally located on the shores of Lake Victoria. It a 45 minutes
drive from Entebbe International, Munyonyo Commonwealth Resort is conveniently situated to
target and attract the market segment that requires lodging services most frequently. Moreover,
its proximity to the Shopping Centers and International NGO’s like American Embassy, which
contributes to the lion share of outbound travels to the nation, makes the hotel's location even
more prime

YEAR OF ESTABLISHED 2007

TYPE OF HOTEL 5 Star Business Hotels

GROUP Owned by Speke Group of Companies
ADDRESS Plot 1047-1049 Wavamunno Road Munyonyo
TELEPHONE +256417716000
FAX +256417716350
E-MAIL info@munyonyocommonwealth.com
WEB www.munyonyocommonwealth.com
TRANSPORT Airport – 38 km, (45 minutes by car)
ACCOMODATION 476 guest rooms
LOCATION City‘s nearest hotel From The International
Airport. As well as Closest from Shopping
Centers & Diplomatic Zone

2.2 Munyonyo Commonwealth: Mission and Vision

Mission:
Munyonyo Commonwealth mission is to exceed the expectations of their guests. Inspire their
associates and provide superior financial results to those who entrust with managing their assets

Vision:
Vision of Munyonyo Commonwealth mission is to be a world class and renowned hotel by its
service excellence and product quality.

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2.3 Departments in Munyonyo Commonwealth & Their responsibilities

Munyonyo Commonwealth is a five star service business Class hotel. Within 15 years of its
operation, it has got much popularity from various types of guest for its excellent service and
guest friendly ambiance. This hotel has been operated consisting of its ten important
departments.

These Department‘s brief descriptions are given below:

Front Office Security department

Food and beverage service MIS department
Food and beverage production Finance and Accounting department
Maintenance department Sales and marketing department
Housekeeping department Human resources department

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3.1 Food and beverage department
Hospitality industry is the most diverse and widely spread lucrative industry in the world. It is
certainly the largest employing millions of people in a bewildering array of jobs around the
globe. Sectors range from the glamorous five-star hotel to the less fashionable, but arguably
more specialized, institutional areas such as hospitals, industrial outfits, schools and colleges.
Yet of these many different sectors, catering has to be the most challenging. Whatever the size of
the catering operation, the variety of opportunities available is endless. The sky is the limit with
catering. This is true in case of the Munyonyo Commonwealth or any five star hotels in
discussion. The food and beverage operation starts from purchasing and receiving the product
that will be used to prepare food and finished beverages and ends at serving and service process.

3.1.1 Food and beverage department of Munyonyo Commonwealth

Like other five star hotels, the food and beverage director controls the food and beverage
department of Munyonyo CommonwatlhResort. Food and beverage manager then finds
restaurant manager, banquet manager and the executive chef working for him to manage the
department. Then the other people in the hierarchy have their role in this department including
other chefs, cooks, Bartenders and waiters. As I noticed, despite the small extent of the people on
job are fit for getting works done. Organization chart is modified as per their requirement and
activities. We need to find out what roles different personnel of this department are required to
perform:

a) Food and beverage Manager:

The food and beverage director is in charge of a hotel's food service operations, including any
stand-alone restaurants within the hotel property. This position often demands an experienced
restaurant leader, who may be the sole manager at a smaller hotel, or who might oversee a
number of managers at a larger one.

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i. Quality Control
The most important job of the food and beverage director making sure that all guests have good
experiences with the hotel's food service, whether eating at the restaurant, ordering room service
Or having a special event catered by the establishment. The director is responsible for restaurant
personnel following recipes precisely, ensuring quality meals and proper portions, for instance.
He is also responsible for personnel following health and safety rules and regulations, ensuring
both the well-being of guests and that the hotel is in compliance with the law.

ii. Inventory
The food and beverage director is also in charge of maintaining proper inventory to ensure the
restaurant can fulfill all of its orders. This includes estimating the need for ingredients and ordering
the appropriate amounts. This also ties in with the need to ensure quality standards, as too much or
too little of a particular ingredient can create inventory issues. The director may also have overall
budgetary responsibilities for the food and beverage program, which include non- food items such as
dishes and chairs.

iii. Scheduling
The food and beverage director is also in charge of maintaining the restaurant staff, both in terms of
scheduling and in terms of training. This includes hiring the best applicants, teaching them what they
need to know to keep turnover to a minimum, placing the right number of people on each shift in the
right positions and even firing them, when necessary. As with food inventory, the director must keep
the overall budget in mind, as well as day-to-day operations, when dealing with personnel.

iv. Intangibles
Finally, the food and beverage director must serve as the face of the hotel's food service. Thus, she
may be called upon to represent the hotel to customers, whether dealing with an unhappy guest's
complaint or "making the rounds" of the dining room in formal dress to survey customer satisfaction.
The director may even play a role in such front-of-house elements as the menu design and choice of
flatware, or even appear in marketing brochures or advertisements. All of this demands both poise
and strong communication skills from the director.

b) Food and Beverage Manager

The food and beverage manager is the head of the food and beverage service department, and is
responsible for its administrative and operational work. Food and Beverage Managers direct,
plan and control all aspects of food and beverage services. Food and Beverage Managers require
excellent sales and customer service skills, proven human resource management skills, and good
communication and leadership skills. Desired knowledge for this position includes knowledge of
the products, services, sector, industry and local area, and knowledge of relevant legislation and
regulations, as well. Hence it is said that food and beverage manager is a Jack-of-all-trades, as
the job covers a wide variety of duties.

In general, food and beverage manager is responsible for:

i) Budgeting
The food and beverage manager is responsible for preparing the budget for the department. He
should ensure that each outlet in the department achieves the estimated profit margins.

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ii) Compiling New Menus and Wine Lists
In consultation with the chef, and based on the availability of ingredients and prevailing trends, the
food and beverage manager should update and if necessary, compile new menus. New and updated
wine lists should also be introduced regularly.

iii) Quality Control

The food and beverage manager should ensure quality control in terms of efficiency in all service
areas, by ascertaining that the staffs are adequately trained in keeping with the standards of the unit.

iv) Manpower Development

The food and beverage manager is responsible for recruitment, promotions, transfers and dismissals
in the department. He should hold regular meetings with section heads, to ensure that both routine as
well as projected activities of the department go on as planned. He must also give training, motivate
and effectively control staff.

c) Restaurant Manager
Restaurant Manager is responsible for directing and supervising all activities pertaining to employee
relation, food production, sanitation, guest service and operating profits. The restaurant manager is
either the coffee shop manager, bar manager or the specialist restaurant manager. The restaurant
manager reports directly to the food and beverage manager and has overall responsibility for the
organization and administration of a particular outlet or a section of the food and beverage service
department. The restaurant manager's job includes:

i) Setting and monitoring the standards of service in the outlets.

ii) Administrative duties such as setting duty charts, granting leave, monitoring staff positions,
recommending staff promotions and handling issues relating to discipline

iii) Training the staff by conducting a daily briefing in the outlet.

iv) Playing a vital role in public relations, meeting guests in the outlets and attending to guest
complaints, if any.

v) Formulating the sales and expenditure budget for the outlet.

vi) Planning food festivals to increase the revenue and organizing advertisement campaign of the
outlet along with the chef and the food and beverage manager.

d) Banquet Manager
The banquet manager supervises the banquet operations, sets up break-down service according to the
standards established by the hotel. He co-ordinates the banquet service in conjunction with other
departments involved and prepares weekly schedules for the banquet personnel. From the time the
bookings are done till the guest settles the bill, the banquet manager is in charge of all aspects of
banquet and conference operations. He supervises the work of the banquet sales assistants, who do
the banquet bookings and the captains and waiters who perform the food and beverage service
activities under his guidance. He is responsible for organizing everything right down to the finest
detail. The banquet manager projects the budget of the banquets, and works in close coordination
with the chef in preparing menus. He is responsible for making an inventory of all the banquet

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equipment and maintaining a balance between revenue and expenditure. Banquet managers may also
be designated as assistant managers in the food and beverage service department

3.1.2 Segments of food and beverage department of Munyonyo Commonwealth

Food & Beverage Department
__________________________________________________________________________
1 2 3 4 5 6
[Kitchen] [Viking Bar] [Terrace Bar] [Nyanja Restaurant] [Stables Restaurant][Room Service

3.1.3 Standard Operating Procedures: Steps of F&B Product Control

Step 1: Purchasing
Step 2: Receiving
Step 3: Storing
Step 4: Issuing
Step 5: Pre-preparation
Step 6: Preparation
Step 7: Serving
Step 8: Service

The identified problems that I found at Munyonyo Commonwealth food and beverage
department are:
 Having problem in finding educated and proper kitchen staff
 Inability to employ Service personnel for long time, high employee turnover
 Lack of Storage Areas for Bar & Dry Food Items
 Lack of modern equipment
I think that can present proper scenario of Munyonyo Commonwealth Food and Beverage
department.

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3.2 Housekeeping Department

The housekeeping is the department of a hotel charged with cleaning and maintaining rooms and
public spaces. From the time a guest checks-in in a hotel till he checks out, it is the housekeeping
department which takes care of the guest by making his / her stay pleasant and comfortable. In
general, the housekeeping crew is responsible for the daily cleaning of public rooms (lobbies,
corridors, meeting rooms), private bedrooms and public washrooms. In addition, it handles the
laundering of linens and in some instances, guest laundry. Housekeeping also performs a minor
security function by providing a first alert to potential guest problems while staff undertake daily
guest bedroom cleaning. The importance of housekeeping department is:
 Comfort
 Cleanliness and hygiene
 Safety and Security
 Privacy
 Décor

3.2.1 Functions of housekeeping in Munyonyo Commonwealth

The functions of housekeeping department in Ramada Addis are:

 Cleaning rooms and public areas
 Bed making
 Linen management
 Laundry service
 Pest control
 Key control
 Safety and security
 Interior decoration
 Room maintenance reporting

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3.2.2 Liaison of housekeeping with other departments

3.2.3 Types of rooms of Munyonyo Commonwealth

Room type Room rate

Executive room USD 312
Executive suite USD 523
Presidential Suite USD 969
Studio rooms USD 201
One Bedroom Suite USD375
Superior rooms USD 312
Deluxe rooms USD 182
Cottages USD 550
Villas USD 375

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3.2.4 Housekeeping department organization chart

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3.2.5 Munyonyo Commonwealth Departmental Functions and Responsibilities
Director of Guest Service
 Maximize guest service satisfaction by more than 80%.
 To minimize guest complaints related to Guest services.
 Building the capacity of the staff

Executive Housekeeper
 Maintain the cleanness of the entire building.
 Increase owner satisfaction by keeping down costs
 Prevent any contamination in the hotel and guarantee health and safety for our customers.

Director of Food Beverage

 Providing quality and consistent service
 Keeping the Food and beverage cost below the budget
 Create awareness about healthy food and beverage consumption by inviting professional
to the property

SPA Manager
 Making capital wellness achieving market penetrations and growth through quality
service
 Searching competitive weakness and capitalize in our own strengths
 Engaging the members in different activities

IT Manager
 Provide a reliable and efficient ICT infrastructure for the hotel
 Deliver leading-edge information technology services, support and training
 Contribution to over all listed goals and maximize customer satisfaction

Director of Finance
 To respect all law and regulations
 Keep high control of cost and breakage
 Empowering and developing the staff

Director of Sales & Marketing

 Maximize revenue of the hotel by exceeding the customer’s expectation
 Promoting all the facilities by extensive advertising
 Creating new packages and event

Director of Human Resource

 Improving the staff skill and knowledge
 Insuring the staff has awareness of the HR policies and procedures and check its
implementation
 Analyze the staff retention schemes of the hotel through continuous benchmarking with
competitors

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Chief Engineer
 Maintaining the existing possessions properly through preventive maintenance
 Knowledge sharing to make sure the engineering team have equal ability to handle work
 Maintaining malfunctioning equipments and machineries as possible

Chief Security
 Ensure safe and secured environment
 Keeping all property of the hotel secured
 Ensure all security team are aware of the responsibility

Executive chef
 Implement the HACCP standard in all food production area
 Ensure the quality of food in all outlets and maximize the satisfaction of our entire and
external customers
 Control and maintain the given food coast and improve the profit margin of food sales

Reservation Manager
 To maximize revenue through effectively selling rooms and rate products
 To ensure that reservations on the books are accurate and have supporting documentation

3.2.6 Different services at Munyonyo Commonwealth Resort

I. Accommodation facilities:
Each of our 476 guest rooms and suites has been immaculately decorated with complete attention to
the comfort of our guests. We offer numerous categories of rooms to ensure that we may cater to the
individual needs of our valued guests.

The following facilities are included in our rooms:

 Central air-conditioning

 Satellite television

 Bathrobe & Hairdryer

 International Direct Dialing

 Mini bar

 Electronic safe

 24-hours room services

 Laundry services

 Wi-Fi in the premises

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II. Dining Facilities:
 Nyanja restaurant just adjacent the main reception
 Terrace bar around lobby area and Viking bar
 Lake grill – on the shores of lake Victoria operating on Sunday and public holidays
 Stables restaurant catering for conference guests

III. Featured service:

 Business center
 Gym & Spa
 Free Internet Facility
 Swimming pool
 Horse riding
 Boat ride
 Laundry & Dry cleaning Facility

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CHAPTER THREE

SWOT Analysis: Strength, Weaknesses, Opportunities & Traits of Munyonyo

Commonwealth
The acronym for SWOT stands for Strength, Weakness, Opportunity, and Threat. The SWOT
analysis comprises of the Organization‘s internal strength, weakness, external opportunities, and
threats. SWOT analysis gives an organization an insight of what they can do in future and how they
can compete with their existing competitors. This tool is very important to identify the current
position of the organization relative to others, who are playing in the same field and used in the
strategic analysis of the organization.

Strengths

1. Location:
Munyonyo Commonwealth is the closest business-class five star hotels in Kampala. Located at
the shores of Lake Victoria, It is also very closest from Entebbe International Airport just 38 Km
or 45 minute drive to the Hotel

2. Excellent service:
Munyonyo Commonwealth provides world class service to its guest. Service people of this hotel
are very friendly to the guest.

3. Excellent F&B outlets:

Food and Beverage outlets of Munyonyo Commonwealth are exclusive than no other Outlets
of Kampala city. Nyanja restaurant in the country provide unique Continental and Indian
Cuisines and Meat Cuts & Other cuisine to guest.

4. Advanced Technology:
Munyonyo Commonwealth always uses modern advanced technology to operate the hotels
from smart phone to modern security devices.

5. Independent Brand image:

Munyonyo Commonwealth is an independent hotel Managed Under Speke Group of
Companies.

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Weaknesses
The fault of an organization is the most important internal problems that might hamper the
growth rate to take place in a company. Though Munyonyo Commonwealth is a company that
has many strengths but it also as well has some weaknesses of its own. The following are a few
of the most common weaknesses that Munyonyo Commonwealth has at the present time.

1. Structural Problem
The Hotel Buildings Are not properly designed and Hotel is not quite visible from the main Road

2. Expensive to use internet

In the Hotel, Internet is too expensive charged on hourly basis if not a resident.

3. Behave of reception staff is not cordial

The reception staff certainly isn‘t courteous, they have very limited choice and most of which are
with very poor reception quality, they weren‘t coming from the proper educational background.
Except receptionist all staff is very much cordial with the guests
.
4. Hotel taxi is not always available
Although you can get the taxi facilities in the Munyonyo Commonwealth, but hotel taxi is not
always available when you want.

5. It is not comparable to the existing world standards

There is no Proper Hotel Segregated Stores standard, the food and beverage outlets have no
enough storage like Banquet Store. Liquor Store and there is no Food Store and other stores for
chemicals or operating equipments

Opportunities:
An organization‘s opportunities are positive external environmental factors. An organization
should explore all possible opportunities available to it. These opportunities are intended to
improve the organization. By making improvements, the organization should be able to become
more competitive in the market.
The following are opportunities available to Munyonyo Commonwealth for it to become more
aggressive.
 The Only Brand Hotel in Kampala with Good Facilities
 Surrounded by Commercial Centers and Diplomatic Residence
 Social media marketing can be used to reach out more prospective customers and not
only the corporate business house.
 Popular and known shops, petrol stations, Markets and Offices are available near the
resort
 Consistent, accurate fulfillment of the clients wishes
 Competitive pricing for the quality of services offered

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Threats
With the economic development of Kampala, the rapid rise of the surrounding hotels, all other
hotels have settled Kampala, while there are many domestic and international hotel giants eyeing
the fast growing market in Uganda. Like other growing business organization Munyonyo
Commonwealth, has to face a lot of threats. Specifically, they are the following:

1. Competition:

There are about seven five star Brand hotels and many domestic hotels in Kampala. The five star
hotels are highly competitive with each other. To sustain in the market all hotels want to give
wide service facilities to its clients. So, this is one of the main threats for the hotel to sustain in
the market.
The other five star hotels in Kampala are:
 Sheraton Kampala Hotel
 Serena Kampala Hotel
 Hilton Kampala Hotel
 Mystill apartments
 Golden Tulip Kampala Hotel
 Casa Solada Hotel

All these hotels are the competitor of Munyonyo Commonwealth. All hotels have their
distinguishing features own self to attract foreign and domestic customers. And these hotels are
really a big threat for the Munyonyo Commonwealth.

2. Expansion of economic hotels:

The gradual penetration of other economic hotel is also the risk for the existing hotels. Those
economic hotels are expanding and penetrating frequently. The price of those economic hotels is
reasonable and their services are considerate, which are favorably received by the customer resources
of middle and low class. Although it‘s main replacement target is the hotel that fewer than three star
levels, the distribution influence towards ordinary businessmen and the customer resources of
scattering customers who choose self-assisted traveling cannot be neglected.

3. Political Turbulence:

Political turbulence reduces tourist traffic and thus the business of the hotels. Hotel industry in
Uganda really faces many obstacles for the political instability. For political disorder, strike, lack
of stable business investment tourists may not interested to come in Uganda and for this the hotel
authorities have to count losses. So this is a big threat for Munyonyo Commonwealth Resort.

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 4. Traffic Jam in Kampala city:

The overall traffic system of Kampala city is becoming poor day by day. It is really a bad
experience for foreign tourists to face traffic jam for unlimited time after long plane journey. So
sometimes they may lose interest to come in Uganda and as a result reduces the hotel business
problem.

5. Govt. rules and regulation

Hotel Business may be affected by govt. rules and regulation also. Sometimes hotel authorities
may fail to offer distinguishing services according to customer‘s requirement to follow rules and
regulation provided by Government. And Munyonyo Commonwealth Resort has to face these
types of problem very frequently.

6. Others
There are some other external factors such as poor economic condition in Uganda, lack of
tourism development, lack of skilled manpower, culture of People, sudden bad experience of a
foreign client, lack of development of industrial sector of Uganda etc. have a direct and indirect
negative impact on the hotel business. All these are also treated as threat for Munyonyo
Commonwealth Resort.
That was the SWOT analysis of Munyonyo Commonwealth Resort

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CHAPTER FOUR

Evaluation, Conclusion and Recommendations

My internship at Munyonyo Commonwealth included induction into two core departments: Food
and beverage department and Housekeeping department. I gathered knowledge and collected
data from each of these department. I want to present the discussions, analysis and findings
differently.

Recommendations
I have already presented my discussion on SWOT analysis and Munyonyo Commonwealth
Resort strength measurement criteria. In this recommendation part, I will try to show my
suggestions to overcome the weaknesses I observed and to fortify the strength with eternal force.
I will present the suggestions that can be enforceable by the effort of managers below. The
recommendations are:

 Positioning: Ramada Addis Hotel‘s positioning is already enviable to many hotels.

Therefore, there‘s no action recommended.
 Infrastructure: Compare hotel‘s infrastructure and technology with other hotels,
actualize the infrastructure and technology needed for essential service of the hotel
 Marketing and sales: Verification of market segments for hotel and identification of
potential market segment to attract.
 Management: Communicate hotel goals and objectives with the employees, design
continuous improvement plan and develop system to avoid ownership conflicts.
 Training: Develop useful training program, hire trainers with experience and provide
initial training to the new employees.
 Information system: Verify if the information system and its reports are useful to the
managers, develop data mining and develop guest follow up system.

Out of 476 rooms few rooms have views and guests cannot look any interesting thing outside.
This decreases the room rates and affects guest satisfaction. Munyonyo Commonwealth should
take care of that problem if possible. The conflict about ownership must be handled for good to
save own image. And they need to continue their legacy of entertaining customer with events and
cordial services.

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Conclusion
Before starting my internship program at Munyonyo Commonwealth, I was excited and bit
worried. I was excited because I was waiting for my induction into the New Chain hotel
experience under the organization that Speke Group of companies runs. We found out that they
planned a whole internship module dedicated to our learning in the core departments.
As we started, we attended classes and then entered into the practice. We learned a lot. We made
mistakes and they taught us through. In this report, I tried to put all that I learned and observed. I
tried to illustrate the situation and suggest solution based on my brief learning. I may not be the
master of any department now but I am jack of two of those. I really enjoyed my days with
Munyonyo Commonwealth team. They are friendly and always willing to deliver knowledge
from their experience. We are amazed by their endeavor and we are fortunate to have them as
friends.

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