CERTIFICATION The undersigned certifies that, he has supervised and read this field practical training report and

hereby recommended for acceptance by Tumaini University- Iringa University College, in practical fulfilments of requirement for the award of Bachelor of Arts Cultural Anthropology and Tourism.

. MR.JAN KUEVER (Supervisor)

................. Date

DECLARATION I, MALIKI O.MOHAMED, hereby declare that the content of this field report is a result of my own work carried out. I hereby declare that this information given is true and accurate except on the referenced work which has been probably acknowledged.

Candidates Signature..................................................... (MALIKI.O.MOHAMED)

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COPY RIGHT All rights reserved, no part of this field practical training report papers may be produced in retrieval system or transmitted in any form by any means without prior permission from the owner or Tumaini University- Iringa College.

2013 Maliki O.Mohamed All rights reserved

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DEDICATION With great admiration and respect, I dedicate this work to my beloved parents Mr. and Mrs. Fatma Omar Tumu for sponsoring me all time of my practical training. My Uncle Nassor, Shaib Hamad and young sisters Salma and Hajra for all the encouragement and support they have given me. God bless them all.

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ACKOWLEDGMENT I would like to thank God for keeping me alive and being mentally fit all the time of my field practical training. Without God I would not complete my practical training.Without God nothing happen. I deeply indebted my thanks to my supervisor Mr.Jan Kuever of Tumaini University Iringa College for his time and professional guidance. My grateful thanks to Fisherman Tours and Travel Limited staffs, It is difficult to list them all but the following here deserve special thanks like Managing Director Mr. Ally Amour, General Manager Mr. Arif Mazroi, Reservation Manager Mrs. Shangwe Yussuf, Operation Manager Mr. Khatib Chwaya and Mr. Abdul- wahid Juma for their support and marvellous training. I like to give special thanks to my family Mr and Mrs Fatma for guided and financial support as well thanks to my relatives Shaib, Nassora, and Masoud for their moral support that they have given me all the time during my PT. Lastly I would like to thank my fellow student for all support and corporation they have show me during my practical training.

ABBREVIATIONS ICT - Information Communication and Training IPS - International Platinum Star IQC - International Quality Crown BACAT Bachelor of Arts in Cultural Anthropology and Tourism IT - Information Technology IUCO - Iringa University College FPT Field Practical Trainings

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TABLE OF CONTENTS

CERTIFICATION..........................................................................................................................i DECLARATION...........................................................................................................................ii COPY RIGHT..............................................................................................................................iii All rights reserved, no part of this field practical training report papers may be produced in retrieval system or transmitted in any form by any means without prior permission from the owner or Tumaini University- Iringa College.....................................................................iii ACKOWLEDGMENT..................................................................................................................v I would like to thank God for keeping me alive and being mentally fit all the time of my field practical training. Without God I would not complete my practical training.Without God nothing happen......................................................................................................................v ABBREVIATIONS...................................................................................................................vi CHAPTER ONE............................................................................................................................1 1.0 Introduction..........................................................................................................................1 1.1 The map showing the location of Fisherman Tours and Travel Limited .........................3 1.2 The company administration structure.................................................................................4 ........................................................................................................................................................4 1.3 Mission and vision of Fisherman tours and Travel Limited................................................4 1.3.0 Mission .............................................................................................4 1.3.1 Vision ...............................................................................................4 CHAPTER TWO...........................................................................................................................5 2.0 Area of interest and its link in Fisherman Tours and Travel Limited...........................5 2.1 Reasons for choosing the organisation...............................................................................6 CHAPTER THREE.......................................................................................................................7 2.1 Nature of assigned tasks..........................................................................................................7 Updating the tourist information in dairies and references books, It is important for tour operators to update the information of their clients bookings, because of various problems that face them during their travel, those information that I required to update include Command name of the tourist, arrival day, departure day, name and number of the flight or cancellation of all bookings. All these elements have to be considered while I tried to update the guests information in the diaries and reference books for ensuring good record managements of clints informations..............................................................................................8 CHAPTER FOUR.........................................................................................................................9 vii

3.0 The skills acquired, Learned and developed in Fisherman Tours and Travel Limited9 Team working, I have realized working as a team it is a very important thing in my field practical because, through working together it is a thing where people feel unity within them and it increase morale of the work and not working alone all the time because you feel all weight of the work is been give to you and it is a point where people feel exhausted when they work alone..............................................................................................9 Delegation of power, In my field practical I notice that delegation of power into the offices it is very critical thing once the person who is giving the orders he/she is on leave or travel, in order for the office to perform its daily duties the certain power are delegate to the person who is below the person who is out of the office for certain causes. Also selection of this person must consider experience, career development and he/she must be a right person to handle issues and a committed person. ................................................9 CHAPTER FIVE.........................................................................................................................11 4.0 CHALLENGES ENCOUNTERED DURING MY FIELD STUDY ................................11 4.0.1 Insufficient working facilities..........................................................11 4.0.2 Language problem ........................................................................11 4.0.3 Low cooperation from other staffs at the office..............................11 4.0.4 Fear of the staff in the offices.........................................................12 4.0.5 Staff conflict...................................................................................12 4.1 How the above challenges were resolved.........................................................................12 4.1.1 Adjusting and getting used to working environment......................12 4.1.2 Asking for assistance from my staffs..............................................12 4.1.3 Interaction is very important in any working place........................13 CHAPTER SIX............................................................................................................................13 5.0 Student self evaluation......................................................................................................13 5.1 Suggestion to IUCO and accepting institution................................................................13 5.1.1 To Iringa university college (IUCO).................................................13 5.1.2To Fisherman Tours and Travel Limited..........................................14 5.2 Conclusion..........................................................................................................................15 BIBLIOGRAPHY....................................................................................................................16

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CHAPTER ONE 1.0 Introduction This field practical training (FPT) was conducted in Fisherman Tours and Travel Limited at Unguja Municipality. Fisherman Tours and Travel Limited was established and started its operation in April 1992 under the name of FISHERMAN TOURS. In December 1993 it was registered as a limited company and creates its name as FISHERMAN TOURS AND ssTRAVEL LIMITED which considered as testimony to the historic level of hospitality synonymous in Zanzibar which emphasized on personalized services with a great focus on quality and clients satisfaction. Therefore Fisherman Tours and Travel Limited believed to be one of the oldest Tour Company in the growing city of Unguja who receiving thousands of visitors every year from different continents in the world and treat them as a personal guests. Fisherman Tours and Travel Limited situated at Majestic Cinema in Stone Town, a beautifully capital which is fascinating maze of narrow streets, Overhanging balconies and huge, Intricately carved wooden doors with their brass studs and heavy locks, beautiful manicured grounds boasting a wealth of Beaches, , Historical buildings, Gardens, Cultural sites, Tourist information centres, souvenir shops, hotels, trading in the bazaars and markets of fruit, vegetables, fish and meat, monuments, museums, banks, churches mosques and air which is full of the pungent perfumes of exotic spices. Not only Fisherman Tours and Travel Limited invests in Information Communication and Training (ICT) so as to maintain the efficiency and personalize the services for both agents and clients as well as it focusing on training and upgrading the personnel, deploying hotel representative, increase the quality and quantity vehicle and investing in information technology for smooth operation and communication but also awarded an International Platinum Star (IPS) for world quality commitment in November 1998, and it selected to receive an International Quality Crown (IQC) which was presented in London in 1

November 2005. In order to achieve its motto and provide personalized attention and excellence to all its clients. Fisherman Tours and Travel Limited is always flexible and can offer a wide variety of accommodation on safaris to suit every style and taste and offer different excursions in and out of Zanzibar such as Evening Guided Walk, City Tour, Spice Tour, Prison Island Tour, Chumbe Island Coral Park, Jozani Forest Tour, Dolphin Adventure Tour, Safari Blue, Muyuni Primitive Tour and Tanzania Mainland Safaris. Fisherman Tours and Travel Limited have drivers/ guiders which are handpicked and well trained in clients safety, customer services and General knowledge on English, French, German, Spanish and Italian speaking representatives so as to provide unforgettable dream holiday to its clients and also providing mobile phones to all of its tour guiders, driver guiders and hotel visit representatives that shows the link between offices and field representatives and also provide the most reliable and comfortable vehicles which equipped with all facilities related to health and safety requirements including first aid kits, nonsmoking signs, fire extinguishers, tyre inflators, air conditioned and others on transfers, tours and excursion. Fisherman Tours and Travel Limited follows the participatory approach and

consists of four major departments which link each other in internal networking (intranet) for easy communication and information transfers and monitored by General Manager who is answerable to the Managing Director which are Ground Transport, Operation and Quality Control, Reservation and Customer Services and Administration and Finance.

1.1 The map showing the location of Fisherman Tours and Travel Limited

Figure No 1 The red dot in the map showing the location of Fisherman Tours and Travel Limited. I started my field practical training (FPT) on September 9th 2012 at Fisherman Tours and Travel Limited under the supervision of General Manager Mr. Ally Amour, Reservation Manager Mrs. Shangwe Yussuf and Mr. Jan Kuever from Tumaini University Iringa College was my supervisor, once I arrived to my field place Mrs. Shangwe Yussuf gave me a warmly welcome and the important things which I was need as well she introduced me to her fellow workers.

1.2 The company administration structure

Figure No 2 1.3 Mission and vision of Fisherman tours and Travel Limited 1.3.0 Mission The mission statement of Fisherman Tours and Travel Limited is to provide professional services, share the concern for environment and social responsibility and join efforts towards making Zanzibar tourism sustainable. 1.3.1 Vision The vision statement of Fisherman Tours and Travel Limited is to become the premier responsible tour company in Zanzibar and International known for comfort, safety and adventure excitement with its own niche character.

CHAPTER TWO 2.0 Area of interest and its link in Fisherman Tours and Travel Limited During the time of my field practical training, I did tasks works at Fisherman Tours and Travel Limited, among the activities which I did was as follow; . I was interested to know on how to provide the welcoming brief to clients and to give them short brief about spice island of Zanzibar its climates and geography, health and safety, people and populations. Also I was interested to know and visit the Hotels found in Stone Town Hotels, North East Coast, North Coast and West South East of Unguja Another I was interested on how to achieve high level of customer satisfactions to clients and how to maintain the excellent communication, relations and commitment with resorts and clients and to be approachable and helpful at all time. As a hotel visiting representatives I was interested on how to organize, establish and promote sightseeing and excursions in order to enhance the quality of the customers holiday and to collect the information of the tickets for confirmation of clients onward/ return flights. Also I was interested to know how to receive inside and outside calls from clients and agents and how to assist them. I was interested to know how to check the rooming lists with hotel on behalf of Agent. More over I was interested to know how to make smooth booking by receiving and replying internet bookings and how to make the final check of all bookings. Another interest is to know how to reconfirm onward and return flights for clients and to report changes of hotels and resorts facilities and building works. Also I was interested on how to prepare itinerary, programmes, sample banner and booking vouchers for clients.

2.1 Reasons for choosing the organisation Among reasons, I chose to conduct my practical training at fisherman tour and travel limited due to the fact that is one among the best tour operator in Zanzibar which conforms and has stong objectives,mission and vission which all of them are going to enhences tourism marketing, custom setisfication ,environmental and social responsibility and provision of quality and quantity on vehecle Also another reasons is to fulfill the partial fulfillment of the course in order to attain the Bachelor of Arts in Cultural Anthropology and Tourism of Tumaini University - Iringa University College, apart from getting the practical experience in the workplace after the theory attained in the class, which will be of help later in career opportunities, field helps to create job opportunities to students, because sometimes you may be given the promise to go to work to a place where you did your field work. Therefore the Bachelor of Arts in Cultural Anthropology and Tourism which offered at Tumaini University Iringa Collage is more related to Fisherman Tours and Travel Limited hence the areas field training is link to the study.

CHAPTER THREE 2.1 Nature of assigned tasks Field practical started on September 9th 2012 at Fisherman Tours and Travel Limited and the first day was the orientation day in order to know the environment of the Company as well the day followed they assigned other activities such as: Marketing and selling of excursions, as company representative, I was able to visit different hotels such Baraza, Breezes to meet with tourists in order to market and sell different excursions that our company provides those excursion include dolphin adventure, Safari Blue, city tour and Spice tours. These activities help me to understand various tourist attractions found in Zanzibar. Conducting of inspection of different hotels, As company representative I visited different hotels and resort which found in all circuits of Zanzibar in order to represent the interest of the company and carry out other duties in order to achieve high level of customer satisfaction for resort services, Responding to emails and calls from the tourist, these are some of activities which I conducted when I was at Fisherman Tours and Travel Limited. Different tourists send emails and other call to ask for different travelling information concerning ticket and reservations and different operation when they want to come and see different destinations of their choices in Zanzibar. I was capable of providing those information concerning visa and different information concerning destinations of ZNZ. Through this activity I was able to provide accurate information to tourist and advice them to follow all necessary procedures before arriving to the destination so as they reduce convenience and avoid disturbance. Providing destinations information and travelling tips , There were tourist who came to Zanzibar and they have not make decision on what destination they will like to visit. These

tourists contact with Fisherman Tours for help and assist them to choose destination according to their schedule. I was capable to provide information concerning different destinations and assist them to find a suitable travel so as they can conduct a tour of their choice and advice them how their trip will be when they want to conduct a long tour due to the climatic condition and the type of infrastructure of Zanzibar. Updating the tourist information in dairies and references books , It is important for tour operators to update the information of their clients bookings, because of various problems that face them during their travel, those information that I required to update include Command name of the tourist, arrival day, departure day, name and number of the flight or cancellation of all bookings. All these elements have to be considered while I tried to update the guests information in the diaries and reference books for ensuring good record managements of clints informations. Itinerary Development for Guests Visiting Zanzibar, some of the tourists arrive in Zanzibar but they dont have any travel arrangements for their own thus they contact with our company for preparing an itinerary for them because of this situation I was able to prepare various tourist itinerary for them hence I was able to understand different attractions and hotels found in Zanzibar .

CHAPTER FOUR 3.0 The skills acquired, Learned and developed in Fisherman Tours and Travel Limited It was my first experience to work as a person with knowledge of Cultural Anthropology and Tourism; Technically, I will discuss an experiences and knowledge that I managed to gain while I was at Fisherman Tours and Travel Limited for the whole period of training; I learned a lot of things at my field places as follows: Team working, I have realized working as a team it is a very important thing in my field practical because, through working together it is a thing where people feel unity within them and it increase morale of the work and not working alone all the time because you feel all weight of the work is been give to you and it is a point where people feel exhausted when they work alone. Delegation of power, In my field practical I notice that delegation of power into the offices it is very critical thing once the person who is giving the orders he/she is on leave or travel, in order for the office to perform its daily duties the certain power are delegate to the person who is below the person who is out of the office for certain causes. Also selection of this person must consider experience, career development and he/she must be a right person to handle issues and a committed person. Creativity, this is essential skill learned in field study as I was required to use the theoretical knowledge into practice to create good customer satisfaction, developing an itinerary and voucher , developing the new text for a particular tourism issues, preparation of advert and brochures something which require this skill

Communication skills, during my field training I developed both oral and writing skills, understanding what real a certain visitor and people needs and how you can handle such situation during your communication with him or her. Some of problem when you lack this skill is a person may talk to you personal and write or say He or She has speak and agreed on certain issues with Fisherman Tours as institution. Therefore communication matters a lot and I learned that personal feelings should not be in any institution Professional appearance As Company representative I was copying with the office codes of wearing and behaving. As the office receive many guest and come in contact with a lot of guest visiting them, I suppose to look smart, show eye contact, the ability to understand some one feeling, polite word aim to feel customer to appreciate the service, friendliness and responsiveness.

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CHAPTER FIVE 4.0 CHALLENGES ENCOUNTERED DURING MY FIELD STUDY 4.0.1 Insufficient working facilities Working facilities like computers, desks and chairs were not enough in the office and sometimes due to the lack of enough facilities. Sometimes it was hard for me to complete the given task in a given time because the facilities were few and it reaches a time every worker needs a computer to conduct a certain work thus others have to wait and it was hard to meet deadline. 4.0.2 Language problem As company representative meeting with tourists from different nations was sometimes rigid task because some tourists they even do not know how to speak English. Some speaks Spanish, Italian and other French it was so complex to understand these languages. It was not easy to communicate with these tourists. And other have accent which they pronounce words differently and speak faster it was not easy to understand them. it was so difficult to communicate with tourists and it was very challenging task as a service provider to lack something very useful in providing service to my customers. 4.0.3 Low cooperation from other staffs at the office Some workers they were not cooperative at the office it was very difficult to work with them. And it was hard to work in such kind of environment. And it was difficult for me to ask for assistance from them because the work which I was assigned need an expert do it and since I was new there it was very hard to ask for help which lead me to use a lot of time in one work but it could more easier if I got help from those workers who have experience than me.

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4.0.4 Fear of the staff in the offices Student who came from the University or Colleges when came or request for field practical in various office some employees from their office are afraid so much, they think that probably they are going to lose their job. Others staff were not willing to share their knowledge with me because they think I know more than them because of the level of education but I tried to ask many question. 4.0.5 Staff conflict The presence conflicts among the staff this situation that affected me badly because they have temper and do not cooperate with me well. Thus I was required to use much of my efforts so as to ensure I am not being involved and I learn what is intended to be learnt. 4.1 How the above challenges were resolved 4.1.1 Adjusting and getting used to working environment Copying and adjusting to the working environment was a good strategy that I adopted so as to continue working on that office. By allowing myself to share few resources that we had so as to finish work on time and socialize well with other students from other universities help me to gain more courage and work with them even if the working environment was not favourable. 4.1.2 Asking for assistance from my staffs These are the workers who have experience and ability to speak more than one language they were so helpful because they always want to give best services to tourist thus providing good services is their first obligation and insuring customers satisfaction. And through listening careful to what the tourist speaks make me to understanding what they are speaking this help on communicate and providing right information on what tourists asks for.

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4.1.3 Interaction is very important in any working place Through interaction reduce the gap between me and other workers who were not cooperative when I was new to the organization. They were not cooperative because they were not sure of what I can do but soon after I work with them they trust and cooperate to make job done.

CHAPTER SIX 5.0 Student self evaluation Generally field practical training is very important as it exposes students to see the reality of things which they are studying, it gives student the place to taste themselves in the practical side of their theoretical study and here they can evaluate themselves by using different indicators such as understanding ,general application, technical application, management skills ,timing, confidence, ,reliability, dependence, profession, analysis and going beyond as it is impossible to be taught each and every thing just to mention few 5.1 Suggestion to IUCO and accepting institution 5.1.1 To Iringa university college (IUCO) These are some suggestion and recommendation to be considered by the department of cultural anthropology and tourism and Tumaini University Iringa so as to their student can do well in their practical training. The department of cultural anthropology of Tumaini university Iringa should hold a responsibility of assisting student to find where they will conduct their practical training due to competition from other universities are assisting their students on getting those chances thus bring some difficulties to Tumaini student to be accepted to some organizations which are relate to tourism. 13

The department of cultural anthropology should introduce one course of a foreign language as a subject. For tourism student it is very important to know more than one language for communication. Being a tourist expert is hard task because it need different qualities and language is among them, communicate in different language is important due to attending tourist from different destinations which speaks different languages like Spanish, French, Arabic, and Italic. The department of cultural anthropology should convince the University administration to grant permission to BACAT student to conduct practical training on the end of every academic year this will increase competence to student and will help on acquiring new skill and increase of experience on the field of tourism. Also the department of anthropology should consider on other course that they offer, they lack some important elements which are very useful on the field of work like in Tourism Marketing the information of this study is not enough for a student to be competent in department of marketing and to other work assigned related to marketing. 5.1.2 To Fisherman Tours and Travel Limited

Improvement of close relationship between the workers their leaders , the company managers should be very closer to their workers this will help to avoid frequent misunderstanding among them hence it encourages provision of good service to their clients. Dissemination of information within organization , Staff should be informed that there are trainee and they needs cooperation so that they can work together as a team also they have to put in mind that the trainee are there to learn so they should teach on how to work. As well the cooperation between the trainee and staffs will increase the new knowledge which they learn from their University. 14

Provision of rewards to the workers, The Company should provide rewards, bonus and loans to its stuff this situation will motivate and encourage them so that they can love their works and provide good service to their client. Improvement and increase of working facilities , The Company has to improve and increase the working facilities such as computers, printers and other facilities that are daily used by the staff this enable the staff to work efficiently. 5.2 Conclusion The practical training is very important for the academic since gives the student to know how to practice practical from their theories they learnt from the University. My goals and obligations were fulfilled and ambitions were reached. I am very happy to learn in a practical way as I wanted to experience. All in all the department of Cultural Anthropology and Tourism should keep on improving the programme in order to build wide environment to their student in employment in the competitive market.

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BIBLIOGRAPHY Fisherman Tours and Travel Limited P.O BOX 200, Zanzibar. reservations@fishermantour.com www.fishermantours.com

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