CASCADE INSTITUTE OF HOSPITALITY

ATTACHMENT REPORT

AT SAROVA WHITESANDS BEACH RESORT AND SPA

NAME: ZIPERANZA KAGENDO KOOME

ADMISSION: CIH/1103S/2018

DEPARTMENT: HOSPITALITY

COURSE: DIPLOMA IN HOSPITALITY MANAGEMENT

SUPERVISOR: MR LUDAAVA AND MADAM JOAN

DURATION: THREE MONTHS

COMMENCED: 14TH/10/2019

COMPLETED: 31/12/2019

HOD: MR MATHEKA
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DECLARATION
I Ziperanza Koome hereby declare that this report is my own work and any use of materials from
other sources has been referenced accordingly.

I have not collaborated in the production of my report with any other person; I have used my
knowledge and any other material from hospitality industry, as partaking to awarding of diploma
in hospitality management at cascade institute of hospitality.

Student Name……………………………

Student signature …………………… Date………………………..

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ACKNOWLEDGEMENT
First I want to thank Almighty God for bringing me this far and keeping me sound and safe with
good life during the entire field attachment period. I could like also to acknowledge the
assistance accorded to me by my lectures, the administration of cascade institute of hospitality in
my path of pursuing high education in hospitality.

I also acknowledge my supervisor madam Joan and Mr. Ludaava for their unwavering support,
guidance and sacrifice to personally availing themselves at my place of attachment for my
assessment. I also acknowledge my parent, family, and friends for their support during my
period.

I cannot end this list without paying tributes to the entire cascade lectures particularly those from
the department of hospitality for their constructive training and the knowledge they have
imparted in me thoroughly the year before my attachment.

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DEDICATION
I would like to dedicate this report to my lectures and my family for supporting me through this
course. It has not been easy with all the community and dedication I have travel to work and
learn, gain experience before embarking to my student, may lord bless you.

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 TABLE OF CONTENTS
DECLARATION.............................................................................................................................ii

ACKNOWLEDGEMENT..............................................................................................................iii

DEDICATION................................................................................................................................iv

LIST OF ABBREVIATION AND ACRONYMS........................................................................vii

DEFINATION OF TERMS.........................................................................................................viii

EXECUTIVE SUMMARY............................................................................................................ix

Chapter one: Introduction..............................................................................................................ix

Chapter two: Report background..................................................................................................ix

Chapter three: training, research and implementation....................................................................ix

Chapter four: The attachment summary, conclusion and recommendations..................................ix

Chapter five: references..................................................................................................................ix

SECTION 1: INTRODUCTION-Organization profile...................................................................1

Geographical Location.....................................................................................................................1

Historical Background.....................................................................................................................1

Vision...............................................................................................................................................2

Mission............................................................................................................................................2

Core Values.....................................................................................................................................3

Organization Structure.....................................................................................................................4

SECTION 2: Attachment experiences.............................................................................................5

1. General Activities Undertaken....................................................................................................5

H o u s e k e e p i n g D e p a r t m e n t ...................................................................................................5

3. An Analysis Of Learnt Knowledge And Applied Skills............................................................8

4. A Profile Of Skills And Competencies Gained/Acquired..........................................................9

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5. Observation And Critique..........................................................................................................10

SECTION: 3..................................................................................................................................12

CONCLUSION..............................................................................................................................12

Recommendation...........................................................................................................................12

References......................................................................................................................................13

Appendices....................................................................................................................................13

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LIST OF ABBREVIATION AND ACRONYMS
Abbreviations

i. COS cost of sale

ii. DOC director of catering
iii. COTB comparative on the books
iv. FOSA front office service activities
v. SACCO saving and credit cooperatives
vi. CRM customer relationship management
vii. FOM front office manager
viii. DOSM director of sales and marketing
ix. MOD manager on duty

Acronyms

i. TXOP transmission opportunity

ii. BK background
iii. ML machine learning
iv. STA station
v. QOS quality of service
vi. BE best effort

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 DEFINATION OF TERMS
i. Spa-Is a resort that invigorating bath, or a place with therapeutic services such as:
message, saunas, baths and manicures.

ii. Vegetarian-Is the practice of abstaining from the consumption of meat and may also
include abstention from by-product of animal’s slaughter.

iii. Calendaring machine-is a machine that is used in the laundry room and it is used in
pressing of the thin linen like the bed sheets and duvets.

iv. An industrial attachment - is a structured, credit-bearing work experienced in a

professional work setting during which the students applies and acquired knowledge and
skills.

v. Executive chef -referred to as the chef manger or head chef who is the leader in charge
of everything that goes out of the kitchen and maintains full control of the kitchen staff at
all the time.

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 EXECUTIVE SUMMARY

Chapter one: Introduction

This chapter explains the purpose, scope and limitations. It also gives an introduction to the
Sarova white sands hotel, including it background, mission, vision and core values as well as the
organization structure of the hotel.

Chapter two: Report background

This chapter summarizes the background information of Sarova white sands hotels well as the
duties taken and knowledge and skills learnt.This chapter also includes the general activities
taken to each departments.

Chapter three: training, research and implementation

This chapter discusses the training and research done by the student, as well as the results of the
implemetation.it also adds the observations and critique that the student came up with.

Chapter four: The attachment summary, conclusion and recommendations

This chapter gives the overall conclusion and the summary of the industrial attachment and
further recommendation for improvements for the industry.

Chapter five: references

This includes the references used by the student to do the report.

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SECTION 1: INTRODUCTION-Organization profile

GEOGRAPHICAL LOCATION

The sarova white sands beach resort and spa is situated north of Mombasa on one of the east
Africa most stunning beaches.Palatel ground, Arabic architecture and wonderful facilities make
it simply the palatial stay on the Kenyan coast.

Sarova white sands beach resort and spa is located in Mombasa on one of the longest beachfronts
by the highway bamburi beach in bamburi is 6.1miles from the center of Mombasa.Bamburi
beach is the closest landmark to sarova white sand hotel. The nearest airport to the hotel is
Mombasa Moi international airport which is 10.0miles distance.

HISTORICAL BACKGROUND
The Sarova white sands hotel concept began in 1930 when Mr. H Robertson bought a new house
with two bedrooms flanked by a long lounge. Robertson was working as an editor of Mombasa
times, which grew into present day standards. He called his new abode white sands hotel.Ali bin
salim-the liwali (chief) then gave him a few more acres of land on the beach.

In 1942 Mrs. Stocker bought the white sands hotel from Robertson’s widow. She built a larger
establishment of 8cottages and white sand hotel was officially open for business. The first guests
were from the royal navy-a brigade of enlisted lady sailors known as WRENS, who were sent to
assist in shore duties. A phrase was coined at this time to describe the popular white sands hotel
as white sands hotel weaving palms, silver strands, luck love, romance and revelry.

In 1946 Mrs. Stocker sold the hotel to David Durwood Brown. He is credited with making white
sands hotel popular with the locals and it became known as the ‘pub by the sea’.

Some years later in 1960 Akberali Manzi bought the hotel from David Durwood brown,70new
rooms were built, the central complex was reconstructed and a boat bar was introduced-later a
bathing pool called lido was added. Renovation went on and by 1976 the pub by the sea and be
turned into a five star hotel.

In 1976 the Sarova group of companies bought the white sands hotel and set into motion
ambitions development plans which change the hotel from 70rooms in 1976 to 173 and then to
340 by 1996.

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Currently, sarova white sands beach resort and spa has 340 rooms in the various rooms offering
presidential suite, studio suite, executive suites, sea facing rooms, premier facing room, pool
facing rooms and garden facing rooms

VISION
T o be the preferred hospitality company, in the ownership and management of hotels, resort and
lodges in the key market of Africa.

MISSION
TO OUR GUEST

“To engage with our guest and exceed their expectations by providing them with Sarova
offerings of products and services delivering fleshing African hospitality”,

TO OUR EMPLOYEES

“To make Sarova the employer of choice by offering employees a dynamic and challenging work
environment which fosters personal and professional growth”.

TO OUR COMMUNITY

“To work with the communities within which we operate in areas of improving their lives
through leadership driven corporate social responsibility charter”.

TO OUR STAKEHOLDERS

“To deliver consistent value addition to our stakeholders”

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CORE VALUES
PASSION

I enjoy coming to work and what I do.

CREATIVITY

I am free to think, be innovative and implement my ideas.

INTEGRITY

I am ethical and moral in all I do.

TEAMWORK

I cooperate with other associate to achieve company goals and objectives.

LOYALTY

I pledge my allegiance to the growth and success of Sarova.

COMMUNICATION

I share information openly and honesty.

CONSISTENCY

I do it right the first time and every time

OWNERSHIP

I take responsibility for my action.

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ORGANIZATION STRUCTURE

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SECTION 2: Attachment experiences

1. GENERAL ACTIVITIES UNDERTAKEN

HOUSEKEEPING DEPARTMENT
This is a section in the hospitality industry, focusing on the accommodation of people away from
their original places of stay including the holiday makers and also essential for business persons
away from their original work places.

The functionality of this department begins at the front office. Here, the organisation receives
bookings via online channels way long before the clients actually show up via the institutional
blog pages or by a call.

The front office hence, hands the information to the housekeeping department after the guests
have paid in full after arrival.

The Executive Housekeeper ensures inspection of the overall cleanliness of the institution and
the aesthetic upkeep of the hotel.

The Assistant housekeeper works to ensure cleanliness of the public areas, the rooms and well
maintenance of the backhouse area of the hotel.

The Floor Supervisors work to give the final condition of the room status from the room
attendants. They give the information to the desk control who later liaises with the front office.
They also inspect on the room cleanliness and are responsible to file the statuses reports.

The Public Area supervisor ensures inspection and cleanliness of the front house including the
lobby and the guest corridor. Also, ensure maintenance of the compound and ready conference
halls and banquet halls ready for use.

The Storekeeper ensures control of equipment stock and issuing of equipment’s as per
requisition forms.

The Laundry Supervisor is responsible for the laundry reports and its functionality also with the
aid of the assistant housekeeper or the floor supervisor, they receive and issue requested linen
after cleaning.

FOOD AND BEVERAGE SERVICE

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This is the process of preparing, presenting and serving of food and beverage to customers either
on premise or off premise with the aim of attracting customers to enjoy the services of an
institution.

The institution has well-trained service persons ready and willing to be the aid to the guests who
avail themselves. Knowing that the number of guests define the number of service persons to be
present, the resort has minimal number of workers working within a shift but by the ability to
work as a team, the institution is well fitted with modernized captain orders where in cases of
silver service, the rates are categorized differentiating the rates with the institutions side cafeteria
which is there for the affordable prices.

During my stay in the food and beverage department i was able to do the following work with
the Sarova team.

i. Allocate work to the restaurant personnel’s including the conference services.

ii. Works to oversee the flow of work at the restaurant on behalf of the overall supervisor.
iii. Works to collect the cash from the days sales confirming with the printed receipts and
takes to the cashier at the end of the days shift.
iv. Works to oversee timely orders for guests in need of ala carte service.
v. Also work to help the waiters in terms of service for a full house.
vi. Receive guests and welcome them to the hotel restaurant.
vii. Sit the guests and hand them the menus.
viii. Take orders and serve the guests their ordered products after preparation from the
kitchen,
ix. Billing and collection of the guest payments.

FRONT OFFICE DEPARTMENT

This department that most deals with the guest as their arrived in the hotel immediately in the
hotel we had many department in the front office department we had a number of many other
department that also deal with the guest request and welcoming of the guest. During my stay I
was able to know the following duties:

i. Welcoming of the guest to the hotel and telling them the activities that are in the hotel
ii. Going to pick the guest from the terminal to the hotel
iii. Tagging of the guest luggage and arranging them in order
iv. Escorting of the guest to the room
v. Cleaning of the lobby area
vi. Making bookings to the guest

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 vii. Answering of different calls from the client and handling guest complains
viii. Processing of the taxis petty cash or commission
ix. Loading and off loading of the guest bags
x. Handling of internal and external call in the hotel that was in which board.
xi. Handling and use of business center equipment that is in the shop.
xii. Making daily guest courtesy calls.

LAUNDRY DEPARTMENT

It is the department in the hotel that is part of the housekeeping department and it cleans all the
linen after they have been used in the entire departments in the organization or in the most hotels.
While I was at laundry room I was able to know a lot of the duties that take place in the
department. At laundry departments the machines there makes the work easy and faster but they
can be really expensive to purchase from the start.

For a lot of people who can’t afford to buy or use their own washing machines, taking your
laundry to the laundry service can save you money. In the hotel in laundry department I meant
with good staff and employees who were willing to teach me all the work done there and I was
able to learn the following:

i. Collection of soiled linen and putting them to the chute carts stored on each floor pantry.
ii. Transporting of the soiled linen to the laundry department and also how to do the sorting
of the linen according to their:stains,size,type and color
iii. Washing and dry cleaning of the linen and also the staff uniforms as well as guest clothes
at the guest laundry.
iv. Folding of the linen and uniforms of the staff and employees.
v. I learnt also how to cloths at the same time how to press the lines using the pressing
machine or the calendaring machine.
vi. At the guests laundry I learnt how to receive guest laundry from the rooms and record
them well.
vii. I was able to learn the laundry procedure chart and how to follow it appropriate which is
as follows:

Collecting Linen - Sorting Of Linen- Loading Washer - Washing Hands -

Unloading Washer -Unloading Dryers - Finishing - Sorting And Redistribution
And Collection Of Soiled Linen.

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3. AN ANALYSIS OF LEARNT KNOWLEDGE AND APPLIED SKILLS
During my attachment at sarova hotel I was able to learn more knowledge and
some skills which will help me in my career and how to serve people in the
community; I was able to learn the following knowledge:

i. Time keeping. Good time keeping was paramount especially registry which
was floated with duties and early for work so as to accomplish the assigned
duties in time.
ii. Exposure to the working environment. In the field of my attachment I
learnt how the working environment is and what it required in the various
departments was mainly theoretic to be practical.
iii. Apologizing. The art of apologizing for any wrong done before the
supervisor learn of it effectively practice hearing if from other person learn
how to apologize to the both guest and staffs in the hotel.
iv. Descent dressing. It is so great that the attachment had to change the style
of dressing during my period.
v. Handling guest. I was able to make sure that the guest receives what they
want like giving them precise information about the hotel and the office
where are they located, also to welcome them to the hotel well hence gown
monitoring and supervision.

SKILLS LEARNT
i. Responsibility. It is the most skilled I learnt during my attachment
period since it is an integral skill required in the job areas. My
attachment made me more responsible and accountable for what
decisions I made and how execute what been allocated to me.
ii. Adaptability skills. Not everyone is adaptable from the beginning, in
fact, you can refuse to be so even during attachment experiences but
the loss is yours was able to learn more of adaptability skills during
my attachment period.
iii. Problem solving skills. During my attachment period I was able to
solve different problems from the guest and update the supervisors on
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 duty about the issues I faced in various department and all went
smoothly as the guest were listen well and given all that they required.

4. A PROFILE OF SKILLS AND COMPETENCIES GAINED/ACQUIRED

1) Leadership. My leadership skills were further sharpened as i was given
most activities to perform. Through guidance and direction by my industry
based supervisor got challenged and instilled with strong sense of
responsibility for my action, hence had to perform each task with great care,
and now am abit sharp with my work.

2) Teamwork spirit. Through various activities that i was in different

department was able to appreciate coming together of persons from various
departments a sign of collective responsibility to achieve the organization
mission.

3) Filling system. I have learnt how to manually and electronically organize

files and folders according to specific information they carry, build and
manage a database in the hotel. At the reservation i was show more amount
even how to make bookings online using a computerized method.

4) Practical skills. I was able to enhance my computer skills because most of

the work done in the hotel they were using computer for example posting of
the bills in the front office, preparing monthly report for the hotel and also
doing bookings for the guest, and it gave me good time to practice and
increase on my knowledge and practical skills that i never had before.

5) Professionalism. During my attachment period, through social interaction

have learnt how to develop expertise in my areas of interest, career survival
skills and how build a competitive edge especially in the course am doing up
to the date with the current affairs.

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5. OBSERVATION AND CRITIQUE.
A) Observations

Sarova white sands beach resort and spa hotels a well organized and has good
structure with clearly define duties and responsibilities of each employee in the
hotel.

The working environment nurtures teamwork, self-esteem all kind of self-

management continuous on side training enables one to perform to his or her duties
in the area of specialization. Free interaction among members of staff allows for
easy exchange of ideas hence career growth and development of the organization.

i. The employees did a great job in serving the customers by offering solutions
to the financial problems and also other issues connected to the hotel.
ii. The hotel management offered its employees a good working environment.
iii. There was great cooperation in the hotel and team works among the
employees and staff as well.
iv. There was occasional review of the progress of the hotel and any progress
arising was rectified early enough.
v. The sarova hotel had invested on good computer hardware to ensure smooth
operation of its activities.
vi. During my stay I was able to observe that many of the employees in the
hotel wanted to show me a lot of work ,and I used to interact with them so as
I added more value in my profession and also it has helped me to improve on
my skills.
vii. I was able to learn a lot in all departments that I went through and I coped
with the challenges that I faced on. Some of the staff and employee were
very good and eagerly to teach me want I did not knows.

B) Critique

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However during the attachment period in sarova white sands hotel, various
concerns came up that needed to be addressed to ensure smooth of the organization
in ineffective and efficient manner I observer that:

i. Some of the employees lacked self motivation and self drive in the most of
their roles hence the result were not the best.
ii. There was also the problem with backup power system, which resulted in
delay of the most operations in the hotel.
iii. In some department were shortage of staff which resulted in some of the
employees being overworked or delay arising in the operations if an
employee was on leave.
iv. Some of the were not well educated to adequate handle and tackle the day to
day challenges at work in order to smartly position their organization at the
top of their competitors.

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SECTION: 3

CONCLUSION
To sum up the assignment have made us to know more about the front office and other
department and how there are related with each other, in the hotel organization with the purposes
of doing research a lot of things have been covered during the time. We have come up with the
roles and duties of different front office staffs and how they have tried to maintain them to make
the work easier and be able to cope with the different personnel’s.

A hotel with roles and regulations that all the staffs follow, and also they duties the hotel operate
well and there is more improvement in terms of financial, and more customers are expected.
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 Recommendation
According to my Report I can recommend that for the organization to work with other
department they should be able to interact well with all the staffs and other members in the hotel
or in an organization. For hotel to run well we have come up with some of the duties and
responsibilities of staffs in a front office department and they have assisted a lot in the growth of
the hotel.

I have also noted that for the organization to run well the staffs and employee should respect
each other and assist accordingly in time of any trouble they should assist each other.

No corruption should be done in work place so as to also motivate the employee and the
customers to be interested to a hotel.

References
Sarova Whitesands Beach Resort And Spa off Malindi Road

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Appendices

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