INDUSTRIAL ATTACHMENT REPORT

PRESENTED TO

ELDORET TECHNICAL TRAINING INSTITUTE

DEPARTMENT : HOSPITALITY

NAME: PHANICE JEPCHIRCHIR KIPLAGAT

ADM NO:22A/DCA/004

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 DECLARATION

I Phanice Kiplagat hereby declare that this report contains work completed by myself after
completion of my industrial attachment.

I also confirm that, the report prepared is for my academic requirement not for any other purpose
and confirmations of how my attachment experience was for the short period.

Name: Phanice Kiplagat

Signature: ……………………….

Date: ……………………….

LECTURER

NAME: Mr Mutai

Signature…………………

Date……………………….

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 ACKNOWLEDGEMENT

First and foremost, I want to thank God Almighty for granting me the strength, capability and good
health to complete my attachment period and work on this report. I would also like to acknowledge
all those who supported me to make this attachment period a success. In addition, I thank my
industrial coordinator Mr.Mutai for his valuable and constructive guidance during the entire
attachment period. Friends for their moral support and my parents for their full financial support
and their consistent encouragement

I would also like to acknowledge Astorian Gardens hotel for letting me carry out my attachment
in their institution. Finally, I extend my special regards to the Eldoret technical training institute
and all my lecturers for the opportunity and guidance to pursue this course leading to the award of
Diploma in Catering and accomodation.

ACRONYMS AND ABBREVIATIONS

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F&B Food and Beverage Service

KTN Kitchen

HK Housekeeping

FOH Front of House

OOO Out of Order

POS Point of Sale System

PPPN Per Person, Per Night

PRPN Per Room, Per Night

BEO Banquet Event Order

BOH Back of the house

BB Bed and breakfast

BO Bed Only

PAX Person

DEFINITION OF TERMS

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Housekeeping – This refers to the chores of maintaining a house especially cleaning.

Front office- This is the most sensitive front of house in the hotel where guests are given a warm
welcome to the hotel.

Turned down service- These are duties done in housekeeping by the room stewards during the
evening hours to prepare the room and the bed ready for the guest.

Organization structure- This refers to the display of different staff in a hotel for the purpose of
management showing their position and where they are heading.

Guest registration card- This refers to the form that the guest enters his or her details for the hotel
to check-in and they are used for future reference to help in keeping record.

Check-in- This is the guest arrival at a hotel.

Check-out- The act of guest leaving the hotel and clearing their bills.

Reception- This is a counter where guests are received and welcomed into the hotel.

Reservation- This is an arrangement of accommodation made in a hotel for the guest who would
come for their stay.

Executive summaries. (Abstract)

The following is an attachment report wrote by me based on my personal attachment experience
in a hotel. This report contains the information which I gathered during my industrial training at
Astorian grand hotels.As a student, my involvement in this attachment was to make sure that I
acquire new knowledge and practical skills, improving my confidence in problem solving and to
utilize the opportunity to relate with different categories of people I’m likely to meet in real life
situations. This report gives all the activities I did at the hotel, the experience I gained, the practical
skills acquired and the personal inputs to the organization. The report is divided into sections
comprising of the introduction, discussion and conclusion. The discussion section identifies the
activities undertaken, skills gained during the training and also the challenges encountered and
how I overcolme the challenges. It also shows my recommendations

Objectives of for the attachment

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Some of the important industrial attachment objectives include;

 Providing the student with an opportunity to apply the knowledge acquired in class in a
real work situation thereby closing the gap between the university work and the actual
practice.
 Expose the students to various work methods and also have the opportunity to gain access
to equipment usually not available in their learning environment.
 Ensure the is a smooth transition from school and into the workplace and also enhance the
students’ contacts for job placement.
 Aid in assessing the student’s interest in the he or she plans on undertaking. Enlist and
strengthen the employer’s involvement in institutional undertakings and in the entire
educational process of preparing the learner for employment.

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 TABLE OF CONTENTS
DECLARATION ...................................................................................................................... iii

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

ACRONYMS AND ABBREVIATIONS .................................................................................. iv

DEFINITION OF TERMS ..........................................................................................................v

Executive summaries. (Abstract) ............................................................................................ vi

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

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

1.7 ASTORIAN GARDEN DEPARTMENTS.....................................................................5

1.7.6 The Security Department ........................................................................................6

1.7.7 The Accounting Department ...................................................................................6

1.7.8 Sales and Marketing Department ...........................................................................6

1.7.8 Human Resource Department ......................................................................................6

CHAPTER TWO ........................................................................................................................7

SECTIONS ATTACHED ...........................................................................................................7

2.2 Front Office Department .........................................................................................9

2.3 F&B Department ................................................................................................... 11

2.4 DETAILED ACTIVITIES AND EXPERIENCES IN EVERY SECTION. ..................... 12

2.4.1Housekeeping Department (specific activity undertaken.)......................................... 12

2.5 Front Office department (specific activity undertaken.) ..................................... 13

2.6 Service Department ............................................................................................... 14

2.7 Food Production .............................................................................................................. 14

2.8 KEY SKILLS ACQUIRED AND APPLICABILITY .......................................................... 15

2.9.1OBSERVATIONS AND CRITIQUES ........................................................................... 17

CHAPTER THREE................................................................................................................... 19

3.0 CONCLUSION ................................................................................................................... 19

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3.1 RECOMMENDATION ....................................................................................................... 19

REFERENCE ........................................................................................................................... 20

APPENDICES .......................................................................................................................... 21

1.1. WORK SCHEDULE ................................................................................................... 21

MEMO ..................................................................................................................................... 25

MAP ......................................................................................................................................... 26

UNIVERSITY SUPERVISER’S COMMENT ............................ Error! Bookmark not defined.

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 CHAPTER ONE

INTRODUCTION

1.1 Geographical location

Astoria gardens is located along waiganjo street, one building behind the Eldoret Daima towers. It
is a 3 minutes’ walk from Uganda road and 19.2km from koromosho falls

1.2 Historical Background of Astorian Garden Eldoret

Astorian Garden, coined from the name of its owner Aston, traces its roots back to the town of
Naivasha, where the mother hotel was first established in 2011.

Building on the success and the unwavering demand for their exceptional hospitality, the owners
of Astorian Garden envisioned expanding their footprint to other key locations in Kenya. With this
vision in mind, Astorian Garden Eldoret was born in 2019. Located in the bustling town of Eldoret.

Astorian Garden Eldoret embodies the same values that made its predecessor in Naivasha a
household name. As a 4-star rated hotel, it offers a delightful experience with its 20 well-appointed
rooms, which include 2 deluxe rooms, 20 standard rooms, and 14 twin rooms, altogether providing
36 beds. Each room is designed with a touch of sophistication, combining contemporary amenities
with a homely atmosphere that ensures every guest feels comfortable and pampered.

Comprehensive Advantages of Astorian Garden Eldoret includes; Strategic Location, Exemplary

Service, Modern Amenities with a Traditional Touch, Variety of Accommodation Option, Intimate
and Cozy Atmosphere, Commitment to Sustainability, Culinary Excellence, Conference and Event
Facilities, Security and Safety and Affordability

Astorian Garden Eldoret continues to build on its rich heritage, offering guests an unforgettable
experience that combines the best of Kenyan hospitality with modern comforts. Whether you are
visiting for business or leisure, Astorian Garden promises a stay that is both memorable and
rejuvenating.

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1.3 VISION, MISSION AND CORE VALUES
1.3.1 VISION
To be the leading hospitality brand in Kenya, renowned for our exceptional service, warm
hospitality, and commitment to sustainability, while creating memorable experiences for every
guest who walks through our doors.
1.3.2 MISSION

To provide our guests with an unparalleled hospitality experience by delivering personalized

services, offering modern amenities in a welcoming environment, and maintaining a strong
commitment to sustainable and ethical practices that benefit our community and the
environment.
1.3.3 CORE VALUES

1. Service –excellent service provision through continuous strategies.

2. Staff –a source of our strength through teamwork and employee development and training.
3. Returns-a yard stick on how well customers’ needs are met as manifested through increase
turnover.

1.4 Hotel Objectives

To enhance the delivery of administrative and support services of the hotel.

To provide quality and affordable services.

To enhance the financial stability of the hotel.

To enhance procurement and purchasing systems.

To enhance marketing activities.

To enhance human resource management.

To upgrade to a four-star hotel through:

1. Reliability- This in order to meet customer needs and their standards to maintain their trust
in the hotel.
2. Competence- This helps to train the employees to ensure they are fully knowledgeable
about the services being offered.
3. Responsiveness-This includes responding to clients’ enquiries, feedback and complaints.
This is done by setting standards for responding to customers’ emails, chat requests and
especially customer complaints.

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4. Credibility- This is achieved by offering the same products as advertised in different media
platforms.
5. Accessibility- Customers can interact easily through phone, face to face, email or short
message services.
6. Consistency- This is achieved by consistently applying the above core values daily,
monthly and on yearly basis.

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 1.6 ORGANIZATION STRUCTURE

DIRECTOR

FINANCE MANAGER

OPERATIONS
MANAGER.

FRONT OFFICE FOOD & EXECUTIVE

BEVERAGE HEAD CHEF.
MANAGER HOUSEKEEPER
SUPERVISER.

RECEPTIONIST WAITERS/WAITRESS HOUSEKEEPER

CHEF
GROUNDSMEN
STEWARDS.
LAUNDRY AIDE

TRAINEE

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1.7 ASTORIAN GARDEN DEPARTMENTS.
There are various departments in Astorian Garden. They include:

1.7.1 Housekeeping Department

At Astorian Garden excellent accommodation services are available with spacious bright rooms
which are fitted with a mosquito net, TV sets and free Wi-Fi, which are available in all rooms. In
this department, they have different sections which includes the laundry section, room section, P/A
section and supervisory part. I was in a position to visit all this section and knew how things were
done practically.

1.7.2 Front Office Department

This is the most visible department in the hotel. Under this department, we have the reception desk.
This is where the guests receive the first impression of the hotel and so the department is in charge
of receiving and welcoming guests into the hotel, registering the guests, making room reservations,
receiving and making calls and receive and deliver mails respectful departments.

In here there is 24-hour concierge. They assist guests with luggage, brief the guests about the
services offered by the hotel. The front office is also responsible for the arrangement of guest in
house, tours and safaris on request and organize on guest transportations to and from the airport.

1.7.3 Food & Beverage Department

Under the food & beverage are:

a) The production sections.

b) The service sections.

There is a restaurant which serves buffet and a la carte menu options. Exciting buffets and
delectable al carte give the guest a variety of choices. Under service, waiters and waitresses offer
room services to the guests.

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1.7.4 Conference Department
There are 3 conferences halls, that is, Hall 1, Hall 2 and a lounge conference. These halls are
suitable for meetings and events like baby showers and corporate events. During such events the
hotel offers compliments of sweets to the guest.

1.7.5 The Engineering Department

This department is responsible for the maintenance and the operation of all machinery and
equipment in the hotel. It is also responsible for carrying out all carpentry, plumbing and other
works of the hotel that needs repair and to be maintained.

1.7.6 The Security Department

This department is responsible for the safety and security of hotel guests, hotel amenities and staffs.
These staffs are found all over in the hotel to ensure the property is secure.

1.7.7 The Accounting Department

They are responsible for monitoring all the financial activities of the hotel and control purchasing
and stock taking activities.

1.7.8 Sales and Marketing Department

They are in charge of generating new business ideas for the hotel which could be sales of rooms,
functions, conventions, and so on. It also handles the advertising of the hotel as well as sales and
pro motions.

1.7.8 Human Resource Department

The personnel in charge of this department are responsible for all the staff who make up the work
force of the organization, policy formulation, risk management, training of the new employees and
settling disputes and misunderstanding amongst staff.

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 CHAPTER TWO

SECTIONS ATTACHED

2.1 Housekeeping Department

Housekeeping refers to the management of duties and chores involved in cleaning and
maintenance of the hotel. In the housekeeping I under took activities in the following sections:

 Room stewarding
 Laundry section
 Public area stewarding
 Supervision

Following are the areas of the housekeeping department: -

 Executive Housekeepers Office- This is the office where the administrative work of the
department is performed.
 Housekeeping Desk- This is the control Centre of the housekeeping and offers services 24
hours a day. This is the area where housekeeping staff report for duty and sign out at the
end of the shift. Notice boards, telephones, computers, storage shelves (for registers and
files), lost and found cupboard, key racks are present here.
 Laundry- The place in the hotel where washing, pressing, dry cleaning, folding of linen
and uniform of the hotel takes place.
 Linen Room- The linen room is the place where the linen of the hotel is stored, collected
and circulated throughout the hotel for example the linen-bed sheets, towels, and guest
supplies like shampoos.
 Housekeeping Stores- This is the storage area in the department where the cleaning agents,
cleaning equipment, guest supplies are stored for the daily housekeeping functions and are
securely locked.
 Guest laundry-this is a department where guest clothes are kept before they are delivered
to the laundry area.

I had the best steward to help me know what to do in the rooms. How to clean a vacant room,
occupied room and when the room is unoccupied. The procedures when entering a room even if it

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is vacant. I learned how cleaning equipment using detergents needed. The basic way to clean a
room is: enter a room and first draw the curtains, open the patio door, empty the dustbins, remove
the soiled beddings and replace them with new ones, polish the furniture’s and mirrors, clean the
bathroom and replenish the bathroom supplies as you collect the soiled towels and bathmat ,sweep
the room ,clean the bathroom as you place clean towels and bathroom mat, mop the whole room,
spray a freshener as you leave the door open for vacant room and closed for occupied rooms.

In the laundry section, I was able to gain a lot of knowledge. I was in a position to operate the
machine extractors and read on the washing procedures although later the machine failed to work
completely and laundry work was done manually. Factors to be considered during the washing
process included: Temperature, time, procedures, mechanical action, detergents and chemicals to
be used. The different types of procedures applied to the machine depended on the type of articles
in the machine. They are as follows;

Table 1:The different procedures applied to the machine.

Program number Premium liquid high temperature 80degrees for water

hardness below 100ppm.
1 White towels
2 Bed sheet and duvets
3 White napkins
4 White uniforms
5 Sheer curtains
6 Colored uniform
7 Pool towel/color towels
8 Blankets
9 Guest laundry
10 Heavy soiled
11 Reclamation

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I also did the ironing, airing and storing.

In the public area stewarding learned how to be very accountable on your place of work. I learning
the front office, lighthouse area and fun pool public area. Each and every place should be well
attended to and learned the right SOP to be used in different places. I also learned on how to operate
some different machine for example the scrubbing machines. It was a great experience working at
the public area with the stewards.

2.1.2 The objectives of housekeeping:

 Establish a welcoming atmosphere and ensure courteous, reliable service from all the staff
of the department.
 Ensure a high standard of cleanliness and general upkeep in all areas for which the
department is responsible.

2.1.3 The challenges faced in housekeeping department:

1.rainy weather led to muddy rooms
2.understaffed personnel thus overworking
3.going up and down the stairs thus tiresome
4.extremely heavy menses on the rooms by guests i.e., blood

2.2 Front Office Department

At the F.O its where there is direct contact with the guest. I visited various section that is:

2.2.1 Concierge Section

This area we were in charge of welcoming the guest. During arrivals and CO, we would escort the
guest and help them with their luggage and storing the luggage. We would welcome guests or a
group of people and confirm on their booking as they fill in the guest registration form so that they
can be allocated a room. After they have been given a room, I would brief them concerning the
hotel and even the meals and answer any question that may arise. Then I would escort them to
their room. The concierge staff were the one responsible for the lobby. In case of any urgent room
service, we were the one to handle the situation. I really enjoyed each and everything a learned

2.2.2 Reception Area

This is the hotel desk where the hotel guest is received. I was taught everything that happens in
this place. They include on how to give a warm welcome to the guest, how to respond to the calls

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and making out calls, the procedure of checking in and checking out of guest into the system,
posting of guest bills.

For every guest who came in the hotel we were supposed to handle him/her well. I used to perform
opening duties and at the end there were closing duties to do. Some of the opening duties include;

 Cleaning of the reception area.

 Counter checking on what happened at night

 Making sure that there are enough guest registration cards.
 Arranging the room keys cards well.
 Printing of the guest arrival list, departure and guest in house for the housekeeping, service,
production and the front office area.
 Making sure that you print out guest who are CO with the balance they owe the hotel.
Some of the closing duties include;

 Making sure that all the day receipts have been posted and balanced.
 Ensure that you have checked in all the arrivals into the system.
 Make sure that anything that was supposed to be completed at day time is completed no
leaving any work pending.

2.2.3 Reservation Section

This department is mostly involved for storing a room for the guest according to their wish. I
learned to check various sites where guests made their bookings to the hotel. They include

2.2.4 Cell Phone Calls

With the different sites one would check date of arrival, number of nights, meal plan, and number
of packs and the mode of payment to be used. We filled in the reservation documents needed for
record keeping, responded to reservation mails and sending quotations to the guest on request. We
ensured also we performed our opening and closing duties.

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Some of the challenges faced;

1.limited staff

2.extremely long working hours

3.language barrier when guest does not speak English or Swahili

4.harrassment from clients

5.going up and down the stairs to the rooms

2.3 F&B Department

I began with orientation from the assistance waiter concerning the number of guests we were
expecting and split us to do different duties before dinner. The main service procedure of service
was;

 prepare tables or counters for meals included;(polishing the tables and setting it ready for

service)
 stock the service area with supplies (for example napkins and cutlery)

 Greet customers, present menus and help customers’ select menu items (for the a la carte

restaurant.
 Inform customers about daily specials.

 Record orders and place them with the kitchen.

 Pick up and serve orders.

 Check that customers are enjoying their meals and correct any problems

 Clean and reset tables.

 Post the meals and drinks sold to the system and present bills in a bill folder for payment

to paying guest and assignation for all-inclusive guest

 Present bills for payment. Could either be; BB, HB, FB.

Some of the opening duties I performed include:

1) Clearing of the linen from the restaurant.

2) Sweeping and cleaning of the restaurant.
3) Placing of clean linen and napkins.

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 4) Polishing the cutleries and utensils (saucers, soup cups, tea cups, plates and dessert
plates.)
5) Heating water for the tea.
6) Setting the restaurant ready for the buffet.

2.4 DETAILED ACTIVITIES AND EXPERIENCES IN EVERY SECTION.

2.4.1Housekeeping Department (specific activity undertaken.)

I also did housekeeping activities. Some of the activities are as follows;

1) Turned down service. (procedure)

 Enter the guest room with the right procedure.

 Announce yourself before entering the room.

 In case the guest is in the room great him or her with the time of the day and ask politely

whether she/he would like her/his room to be cleaned, if the guest says later then politely
excuse yourself and come later
 For the one who is not in and any arrival rooms, according to the hotel procedures and

SOPs place the turn down amenities for example chocolates or sweets below the pillows.
 Spray the air freshener in the room then leave the room as you close the doors.

 Stock taking in housekeeping.

 Once you are appointed to do the stock of housekeeping supplies it’s done in the morning.

 Make sure you record the items picked by the room steward in the stock book

 Count all normal stocks including loose packages and items under inspection. Damaged

are recorded separately.

 Handover the count sheets to the person in charge (executive H.K) to match the totals with

the ones in the system.

 Cleaning guest departure rooms.

 Assembling all the equipment and materials needed for the cleanliness.

 Knocking at the door thrice with a duration of two second to wait for the feedback from

inside.
 If there is no feedback proceeded by opening the door as you announce housekeeper, if

there is no one, open the curtains, balcony doors and empty the bins and ash trays.

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  Then strip the bed and check to see if there were any items left by the guests or any

breakages. After that you make the bed with fresh linens. Soak the glasses in the bathroom.
I proceeded by checking if there were any damages in the electronic devices or any other
item in the room.
 Clean the bathroom as you change the bathroom curtain and refill the supplies with new

ones.
 Polish all the furniture in the room and wipe the mirrors.

 Sweep the room then clean the glasses as you place them well.

 Lastly, mop the floor as you leave the room Counter check everything is in place and

freshen the room.

2.5 Front Office department (specific activity undertaken.)

This is the department where there is a direct contact with the guest. Some of the main activities
that my supervisor gave me are; checking in and out of guest, making reservation and even minor
ones like posting of bills and billing of the guest.

1. Checking in and out of the guest.

 In the system we use the intelligent lock management system and click the front desk
place.
 Then move to the arrivals and to the guest’s name edit and update then you feed in
the new details.
 Use the guest registration card
 Then click ok to check-in the guest.
 In the checking out of the guest you use the same system.
 Then to the miscellaneous place then click today’s activities.
 After the guest has settled his/her bills you check him/her out of the system.
2. Making of the reservation.

This was done mainly through the SMS, phone calls and emails. There was a
disadvantage since Jumia and booking.com services were not available.

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2.6 Service Department
In this department the most preferred is how you render the service. The specific work was to take
order, serve the guest, and clear the table and billing the guest.

 Welcoming guests and proceeding with the asking the guest room number if he/she has
made a reservation and learn their meal plan.
 Serve the guest what he or she has ordered.
 When he/she is done you clear the table and try to inquire how the meal was and
whether he/she would need anything else.
 After the guest is done for the FB, you will present the receipt in the folio for him/her
to sign
 For the HB, BO, BB you will confirm on the method of payment for examples cash,
posted to the room, swipe card or even “lipa na M-pesa” and wish him/her to enjoy the
rest of the day or to have a good night.

2.7 Food Production

Key roles of the department (the sections I trained in; garde manger and hot kitchen)
include;
Manning buffets- buffets were mostly for breakfast and dinners, however, lunch buffets
for conferences and other events like luncheons and weddings were also done. Staff from
different sections of the kitchen help man different stations on the buffet. To avoid spread
of the corona virus, guests were not allowed to serve themselves. Kitchen staff were
provided with disposable gloves and served guests. They frequently changed those gloves.
An important duty in manning buffets is constantly monitoring the items on the buffet so
that replenishing is done before they totally run out and guests left waiting in line.
Knowledge of items present as well as their dietary specifications is also critical in case of
health/diet restrictions of some guests. Once the designated meal times are over, whatever
is left of the buffet is cleared and taken to the staff cafeteria and served.
Mis-en-place and preparation of various salads- to cut down on preparation time,
ingredients for the different salads are washed and chopped in advance. Once orders are
posted in the system by the service staff, it automatically gets printed in the kitchen. The

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 salads are then prepared and availed for the service staff to deliver to the tables. For buffets,
the salads are prepared in bulk in advance, with some displayed at the buffet and the
remaining stored as back up. Cleaning and sanitization of surfaces before working and the
‘clean as you go’ principle was greatly emphasized.
Making of sandwiches for high tea- the four o’clock tea is served with several light
bitings. The garde manger section provides the sandwiches mostly with vegetable or egg
fillings while pastry provides the rest (cakes, pancakes etc)
Mis-en-place for the following days breakfast items- staff on shift A prepare the different
ingredients for the next day’s breakfast so that those on shift B have easier time preparing
the array of items.
Preparation of various sauces and condiments- sauces and condiments are served along
with the different meals to enhance taste or even garnish. To ensure the orders are served
to guests in good time, they are prepared prior to meal times. The sauces are prepared in
bulk and properly stored and only replenished once they almost run out.
Mis-en-place and preparation of the numerous meals- to cut down on preparation of the
meals, basic ingredients are prepared in advance. The meals are prepared on order. Some
meals are pre-cooked, stored and the finishing done on order.

2.8 KEY SKILLS ACQUIRED AND APPLICABILITY

2.8.1 SKILLS ACQUIRED

Being in Astorian Garden Eldoret I was in a position to acquire different skills and knowledge to
apply in life. In the H.K. department I worked with suitable and hospitable staffs, l learned the
following knowledge and applied skills:

 How to clean different rooms and make different kinds of beds for different rooms for
examples the finishing of an occupied room bed is made different from the check-out
rooms whereby the occupied room upward bed sheet and duvet is folded on the
sideways neatly to give a V-shape in order to provide space for the guests to enter into
the bed while the upward bed sheet and duvet of check out room beds is folded neatly
inward.

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  How to use different cleaning detergents, equipment and abrasives for different
purposes.
 How to manage different types of linens and type of fabrics and acquired the skills of
how to take care of a situation even in a hard time.
 How to complete a room status report by filling in after the day’s cleaning and during
the supervision work on the way to inspect the room.
 How to process checkout rooms; check in rooms, OOO rooms, occupied rooms and
ready rooms.

In the F.O department, at the reception, I learnt the following knowledge and applied skills:

 I gained communication skills and having a sharp memory.

 Learned persuasive skills and how to persuade guests politely with the terms of the hotel
in case of any inquiries, problems, inconvenience and disagreements. to book room
reservations for the guests, for example
 How to handle a guest call to request a room for a specific place and time, you check on
your management system for availability of the given periods and list the prices of the
rooms and also brief description of the room type and facilities offered, if the guest is
satisfied with the terms the room is reserved for him/her.

 In the F.B department and service section, I learned the following knowledge and applied
skills;

 I gained customer service skills like how to take care of the guests needs.

 I gained good communication skills by giving full attention to what guests say, take time
to understand the points being made, ask questions appropriately and not interrupting at
inappropriate times.

 How to fold different kinds of napkins, for example, rose folding, tower, bishop’s hat,
candle,

 How to handle guest’s payments in different ways through cash which is directly given,
through credit cards, and m-pesa where you give out the pay bill number

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  I learned good communications because you spend most of the time communicating with
fellow workers and also of the service section.

2.9 OPPORTUNITIES ENCOUNTERED

1. How to handle guest’s problems with understanding and sensitivity in the various
departments.
2. Acting in an ethical manner at all times according to the hotel standards.
3. Communicating effectively to the guests and the other staff members.
4. Developing positive customer relation and positive working relations with other
staff members.
5. Acquired good listening skills to guests’ needs and also other staff members.
6. Managing time to ensure productivity in the various departments l went through.
7. Considering a wide range of factors when solving problems and making decisions.
8. Adaptability and being able to operate in different environment, working with new
products and materials.
9. Ability to work without supervision.

2.9.1OBSERVATIONS AND CRITIQUES

In the hospitality industry, one needs to observe the action performed by guests to identify collect
and assimilate information. As the trainee, I was able to observe the guests body language,
behavior, habits, actions and reactions, likes, dislikes, preferences, belongings, and everything
related to emotional and behavioral patterns.

In H.K department, I was able to observe that the room stewards had inadequate room equipment
making the room steward clean the rooms with duster and even the toilets. The linen was old, the
towel and the duvet making the guest complain. The laundry people had a strenuous work because
there was no machine of washing the linens.

In the front office, inadequate facilities for example the computer which lead to delaying of guests
during check in or even check outs. Poor communication and sharing of information for example
between them and the housekeeping department and even the restaurant.

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In the service section there were inadequate staffs and they used trainees as the waiters. There was
punctuality problem. The thing they should change is on the orientation and briefing of the trainees
at the beginning of every department and even care to know about their personal problem and even
give them support.

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 CHAPTER THREE

3.0 CONCLUSION

Astorian Garden Eldoret is a nice place to create your foundation. It was such a great opportunity
to get the chance to train there. In each and every department for example the housekeeping,
service and FO I was able to train, gain knowledge and skills while meeting new staff who were
willing to help me learn a lot of things, For the few I have been around I can’t thank enough each
and every one in every department.it was a great pleasure and honor to train in this hotel.

Each training was precious and took it seriously so as to attain the objectives of each department.
I was able to meet new friends and got new ideas from them concerning the hotel and how to deal
with some of the challenges that came across as a hotelier.

The training has installed some integrity to me like being punctual, submissive to and taking view
of supervisors, communication skills and efficient in task and problem solving. As a result, my
objectives were met and well achieved.

3.1 RECOMMENDATION

I recommend that:

 The hotel should follow new technological trends.

 The hotel should try and hire more stuff with the knowledge and skills to perform specific
tasks rather than general stuff.

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 REFERENCE

Astorianhotels.com

Aryicle, N. (2023, March 8). Tips To Maintain Cleanliness in A Hotel - hoteliga. Retrieved from
www.hoteliga.com website: https://www.hoteliga.com/en/blog/tips-to-maintain-cleanliness-in-
a-hotel

Company Profile Book.

COTHM Dubai. (2023, August 15). Staff Training & Development in Hospitality: Investing in

Your Team for Long-Term Success. Retrieved from www.linkedin.com website:

https://www.linkedin.com/pulse/staff-training-development-hospitality-investing-your-

team

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 APPENDICES

1.1. WORK SCHEDULE

NAME MON TUE WED THUR FRI SAT SUN

PHANICE A A A A A A OFF

KEY

A----------7am-3pm

IMAGES

Fig 1. Washing machine Fig. 2 linen room Fig.3 lamb chops ingredi

Fig.4 pressure cooker Fig. 5 serving for 1 pax Fig.6 garnishing and serving.

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Fig.7 serving fried chicken Fig.8 serving mixed vegetable stew Fig.9 preparation of ke

22
Fig. 10 food presentation in the Fig.11 making sweet doughnuts Fig.12 dryer
chaffers

23
Fig.13 fryers Fig.14 service area(restaurant) fig.15 hall 1. Conference room

Fig.16 deluxe room Fig.17 Astorian Garden flyer Fig.18 outer view of the hotel
showing accommodation rates.

24
MEMO

25
MAP

26
THANK YOU

27