Report on

A Study on organization and function of Tony Dot Hotel, Adama,

Report submitted to university of Gondar in practical fulfillment of the
requirement for the subject Practical attachment (TMGT3091).

Tourism management (BA)

By

Salim Mohammed

(ID.No:06080/10)

Department of tourism management

University of Gondar
Gondar, Ethiopia
December 2019
Salim Mohammed

ID 06080/10

III year tourism management (BA)

UNIVERSITY OF GONDAR

Declaration
I Salim Mohammed hereby declare that the report entitled A Report on Tony Dot Hotel, Adama
“organizations and functions” submitted to the department of tourism management, university of
Gondar in Partial fulfillment of the requirement For the subject Practical attachment
(TMGT3091) is a record of the original report work done by me and that it has not formed before
the basis for the award of any degree, diploma or any similar titles.

Salim Mohammed

December 2019
 Preference
This report is prepared based on my practical training attachment work done at Tony Dot Hotel.
In my report I have tried to give deep in sight about the practice.
In my report there are important point related my training and resource, Categorized in 5
chapters which consists about the Hotel.

I would like to take this opportunity to express my gratitude to Tony Dot Hotel and its
employees for their contribution.
 Acknowledgement

First of all, I have the pleasure to express my gratitude to Almighty Allah for giving me the
opportunity to complete my internship program and finally to prepare this report.

Secondly I would like to express my sincere thanks and gratitude to the General Manager of
Tony Dot Hotel Mr. Tony Ellis clerk for giving me the opportunity to complete my internship
in their organization.

I would like to express my special gratitude to my supervisor Abel Negede he has been the
perfect advisor. Under whom I have completed my one month’s internship program. Starting
from the first day of the Internship, he has been a constant source of moral support and
encouragement. He has done so much to help me establish confidence in my work. There have
been times when I felt like he believed in me even more than I believed in myself. I will forever
be grateful for the time and effort that he invested in me. I hope that I can be worthy of his
unending trust.

I am also grateful to all employees of Tony Dot Hotel who answered my all questions regarding
my study with a smiling face. They helped me such a way which helped me to feel comfortable
there and thus I have completed my report properly.

Last but not the least; I want to express my deep gratitude to my parents, specially my mother
Merem Mohammed and my best friend Asrat bekalo whose enormous helps assist me to
complete this report. I want to remember my department, teachers. I am also grateful to the
Department of Tourism Management and university of Gondar for providing me such an
opportunity to come to real situation.
 Chapter One
Introduction

1.1. Introduction about Tony Dot Hotel

Tony Dot hotel is one of the best hotels in adama town. The hotel is modern, comfortable and
clean hotel. The hotel is conveniently located in adama town. It is only about 1 km from gada
hall and near to Tokuma Hotel. It is approximately 45 minutes from Addis Ababa city to Adama
town and 25 km [20 minutes] from the natural spring recreational center sodere, and also12 miles
from Senkele Swayne's Hartebeest Sanctuary.

Tony Dot Hotel in Adama features a number of amenities including a bar, featuring a 24-hour
front desk, stable electricity, luggage storage facilities, on-site and nearby parking space, laundry
service and room service. The premises are also guarded by security personnel. This property
also provides guests with a restaurant. Each room has a balcony with city views. At the hotel,
every room includes a desk. Complete with a private bathroom equipped with free toiletries, all
rooms at Tony Dot Hotel have a flat-screen TV and air conditioning, and some rooms have a
seating area. All units will provide guests with a fridge. A continental breakfast is available each
morning at the property.

Adama town is center for conference tourism events, commerce and attractive natural location
attracts more people to Adama and choose Tony Dot Hotel Adama is mostly for its;
Provides 24 hrs centrality boiler system
Center & quite for Conference and Training facilities
Comfortable and decorated rooms
Provides Business center service including Fax sending & receiving, email, scanning, photo
copying, normal & color printing, laminating and Binding
Banking service
Excellent restaurants serving Ethiopian and international dish
Laundry and Dry cleaning service
Air Ticket service
Indoor and Outdoor catering service
Wedding ceremony and others different events
Adequate car parking from the front and back view
Free High speed Wireless Internet connection service
Foreign currency exchange
ATM and Credit card service
24 hrs Stand by Generator
 Guest amenities
On line reservations and booking
1.2. Tony Dot Hotel Vision/ Mission/ Value (VMV)

Vision of Tony Dot Hotel

The vision of Tony Dot hotel is to be one of the leading [*****] star hotel in Ethiopia
with contribute for the sustainable development of tourism sector in our country.

Mission of Tony Dot Hotel

The Mission of Tony Dot hotel is to provide luxurious hospitality service for government
and private institution, tourists, religious institution and member of local community
which have the willingness and ability to use hospitality services.

Values of Tony Dot Hotel

Honesty

Equality

Local community participation positive attitude

Humanity

Protecting guest privacy

1.3. Philosophy/ corporate culture

The philosophy of Tony Dot hotel is very customer oriented. The management of the hotel is
striving day and night to give the services that can exceed the customer’s satisfaction point. In
the hotel’s culture the satisfaction of customers becomes first from anything else. The
management philosophy in the hotel also tends to be central. Most Decisions are made by the
general manager of the company. Employees and other management staff are not usually seen in
making decisions but executing them.

1.4. History and Growth of Tony Dot Hotel

Tony Dot hotel was established in 2010EC. The hotel is one the latest in a number of new hotels
opened to meet growing demand in the town in particular and in the country in general. The
owner of the hotel called Mr. Tony Ellis clerk, he was the General Manager of Dire
International Hotel which is found in adama town he was the General Manager for more than 10
years, and he has the experience to open the hotel. He entered the hospitality sector with
ambition to inspire the sector and to contribute to the growth of the hospitality industry. Before
Mr. Tony the hotel called adama Gete Hotel.

1.5. Organizational Structures of Tony Dot Hotel

Every hotel, whether it’s big or small, needs an organizational structure to carry out its daily
operations. It is used to help divide tasks, specify the job for each department, and delegate
authority within and among departments. Effective job specifications will increase work
productivity and efficiency. Each hotel organizes the workforce in different ways. Here shows
Tony Dot Hotel organizational structure.

1.6. Products and services/ Clients

1.6.1. Hotel Products and Services:
Car rental services
Catering services
Concierge services
Courier services
Doctor on call
Dry cleaning
 Excursions and guided tours
Flower arrangement
Ironing service
Laundry and valet service
Mail services
Massages
Room service (24-hour)
Shoeshine service
Ticket service
Transfer and chauffeur driven limousine services
Turndown service
Valet parking
1.7. Programs and Projects
Tony Dot Hotel has been conducting hotel management training programs, hospitality
management training programs, and skill management training programs from time to time based
on the need of the trainings. These training programs are given to the management staff and to
the employees of the hotel to equip them with the skills, abilities and attitude that they need to
perform their job effectively and efficiently. Hotel management training is given to the
management staff of the hotel, so that they acquire new knowledge and new ways of doing
things. This training enables them to lead and motivate the employees under their chain of
command successfully. Hospitality management trainings are very mandatory in the hotel
industry. This hospitality management training is given for all of the hotel’s employees starting
from the top manager of the hotel to the security and cleaning personnel of the hotel. The
training enables the employees to treat guests with respect, sincerity and with a welcoming face.

1.8. Financial Performance/ Report

The hotel that I have done the practical attachment is not allowed to give me the financial report
but generally I listed some concepts:-
Implement computerized financial and accounting information systems to track sources
and application of funds, income and expenditure accounting, costing and budgeting
Ensure high accounting standards in the Hotel
Preparing financial accounts and statements
The finance performs the financial assessment by daily, monthly and annually to
accomplish effectively.
Development and implementation of effective Financial Management Policies,
Procedures, Practices, Processes and Systems of internal control
Co-ordinate the preparation of Tax Returns to ensure compliance with Taxation and
Statutory requirements
 Chapter 2

Management and Training Information

2.1. My training orientation at Tony Dot Hotel

I selected the hospitality industry to work the practical attachment, the hotel that I done my
practical attachment is called Tony Dot Hotel, when I entered the hotel I contacted with the
receptionist called selam and she told me to go to the office of General manager and owner of
Tony Dot Hotel called Mr. Tony Ellis and I told him where I come from and the detail
information about me after that I give him the letter and after he accepted my letter he send me to
the supervisor of the hotel called Abel negede he told me that he will place me at different
departments.

There was a nice treatment from the time accepted until the time I have started my training. The
G. Manager in Tony Dot Hotel accepted me very friendly and helpfully and giving proper
information in addition to this before I started the job I received a proper orientation from my
supervisor Ato Abel negede. There was also a nice training the training gives to me almost all
experience at I should learned from the Hotel and it helped to me to take experiment on much of
the courses of Introduction to Hotel operation and Front office management that I have learned
from my regular class Generally I have got enough information and treatment that was important
for my attachment and all of the information was very important and abundant for me.

2.2. Quality and quantity of the training

The training or Practical attachment that I got in Tony Dot Hotel was very qualified (satisfied)
because of much reason

I was taken my training in Best Hotel which furniture and structure speaks much about its
Strength
I have practiced many of my theoretical knowledge which I have got from my regular
class by the help of my supervisors.
The entire staff member is graduated from certified Tourism and Hospitality institutions
because of this They easily answer my question and this makes my training more
comfortable and qualified
 Chapter 3
Job Background and Information
3.1. General Information about the hotel
The name of the Hotel that I have done my practical attachment is known as Tony Dot Hotel,
Adama, one of the best hotels in adama town. The hotel is modern, comfortable and clean hotel.
The hotel is conveniently located in adama town. It is only about 1 km from gada hall, features a
number of amenities including a bar, featuring a 24-hour front desk, stable electricity, luggage
storage facilities, on-site and nearby parking space, laundry service and room service.

Employees

There are 35 employees in Tony Dot Hotel Most of them have graduated from recognized
institutes in tourism and hospitality.

Skills /requirement for the employees who are hired

Need to have

Excellent communication skill for dealing with customers and must know the local
language and English as a foreign language
Good inter personal and language skills

Works I had in TIC

My role was working in the departments that the supervisor assigned me namely front office,
housekeeping, food production, food and beverage service and meeting hall. It was a big
experience for me.

3.2. Departments in the Hotel

Front Office
Housekeeping
Food Production
Food and beverage

3.2.1. Front Office Department

It is the one of the many departments of the hotel business which directly interacts with the
customers when they first arrive at the hotel. The staff of this department is very visible to the
guests. Front office staff handles the transactions between the hotel and its guests. The staff
receives the guests, handles their requests, and strikes the first impression about the hotel into
their minds.

Front office department includes −

Front Desk
Uniformed services
Concierges
Front Office Accounting System
Private Branch Exchange (PBX), a private telephone network used within an organization

Basic Responsibilities of Front Office Department

Following are the most basic responsibilities a front office can handle.
Creating guest database
Handling guest accounts
Coordinating guest service
Trying to sell a service
Ensuring guest satisfaction
Handling in-house communication through PBX

Front Office Operations

There are two categories of Front Office Operations −
Front-House Operations
These operations are visible to the guests of the hotel. The guests can interact and see these
operations, hence, the name Front-House operations. Few of these operations include −

Interacting with the guests to handle request for an accommodation.

Checking accommodation availability and assigning it to the guest.
Collecting detail information while guest registration.
Creating a guest’s account with the FO accounting system.
Issuing accommodation keys to the guest.
Settling guest payment at the time of check-out.

Back-House Operations

Front Office staff conducts these operations in the absence of the guests or when the guest’s
involvement is not required. These operations involve activities such as −

Determining the type of guest (fresh/repeat) by checking the database.

Ensuring preferences of the guest to give a personal touch to the service.
Maintaining guest’s account with the accounting system.
Preparing the guest’s bill.
Collecting the balance amount of guest bills.
 Generating reports.

Guest Cycle in Hotel

Generally, a guest’s interaction with the hotel is divided into the following four sequential
phases:-

Pre-arrival

It is the stage when the customer is planning to avail an accommodation in the hotel. In this first
stage, the customer or the prospective guest enquires about the availability of the desired type of
accommodation and its amenities via telephonic call or an e-mail. The customer also tries to find
out more information about the hotel by visiting its website.

At the hotel end, the front office accounting system captures the guest’s information such as
name, age, contact numbers, probable duration of stay for room reservation and so on.

Arrival

The front office reception staff receives the guest in the reception. The porters bring in the guest
luggage. For the guest with confirmed reservation, the front office clerk hands over a Guest
Registration Card (GRC) to the guest and requests the guest to fill in personal information
regarding the stay in the hotel. The clerk then registers the guest in the database thereby creating
a guest record and a guest account along with it. Later, the clerk hands over a welcome kit and
keys of the accommodation. After the procedure of registration, the guest can start occupying the
accommodation.

Occupancy

During occupancy, a front office accounting system is responsible for tracking guest charges
against his/her purchases from the hotel restaurants, room service, bar, or any outgoing telephone
calls made via the hotel’s communication systems. The front office staff is responsible to
manage and issue the right keys of the accommodations to the right guests. On guests’ request,
the staff also makes arrangement for transportation, babysitting, or local touring while the guest
is staying in the hotel.

Departure

During guest departure, the front office accounting system ensures payment for goods and
services provided. If a guest’s bill is not completely paid, the balance is transferred from guest to
non-guest records. When this occurs, collection becomes the responsibility of the back office
accounting division.
At the time of guest departure, the front office staff thanks the guest for giving an opportunity to
serve and arrange for handling luggage. In addition, if the guest requires airport or other drop
service, the front office bell desk fulfils it.

Front office coordination between other Departments

Coordination between front office and housekeeping department

Coordination between front office and housekeeping department is very important, because the
reception must have a control on room allocation for sale of rooms and to maintain a correct
reservation following guest’s arrival and departure.

The front office must provide lists for expected arrivals and departures for the day in advance,
and notify housekeeping of actual arrivals and departures as and when they occur. The font
office is not allowed to assign guestrooms until the rooms have been cleaned, and released by the
housekeeping department.

Coordination b/n front office and laundry department

Laundry department should be well informed by the front office about guest’s arrival/departure
and reception has to send one copy of in-house guest list to laundry department.

Coordination between front office and engineering department

There has to be someone on duty round the clock in engineering department to meet maintenance
requirement anywhere of the hotel. So that the guest service is not hampered at all, in any case of
emergency the front office can use emergency paging system.

Activities I have done in Front office Department

Welcoming guest
Reserving for future overnight accommodation
Registering guest
Provides information for guests
Hand over the key for the customer

3.2.2. Housekeeping department

I consider housekeeping to be the heart of hotels and it is only when something goes wrong that
it is recognized – just like our hearts.
The Housekeeping department takes pride in keeping the hotel clean and comfortable, so as to
create a ‘Home away from home’. The aim of all accommodation establishments is to provide
their customers with clean, attractive, comfortable and welcoming surrounding that offer value
for money. Nothing sends a stronger message than cleanliness in a hospitality operation. No level
of service, friendliness or glamour can equal the sensation a guest has upon entering a spotless,
tidy and conveniently arranged room. Both management and guest consider the keeping of the
place clean and in a good order a necessity for a hotel to command a fair price and get repeat
business.
Housekeeping may be defined as the provision of a clean, comfortable and safe environment, It’s
is not confined to the housekeeping department as every member of staff in the establishment
should be concerned with the provision of these facilities in their own department, e.g. the chef
‘housekeepers’ in the kitchen, the restaurant manager or head waiter ‘housekeepers’ in the
restaurant, and the general manager has overall responsibility.

In any establishment there are three department particularly concerned with accommodation:

The reception department, whose staff sell and allocate the rooms
The housekeeping departments, whose staff plan, provide and service the rooms.
The maintenance department, whose staff provide adequate hot and cold water,
sanitation, heating, lighting and ventilation as well as maintaining and repairing
individual articles and area within the rooms operation.

Importance of Housekeeping
Housekeeping is an operational department in a hotel, which is responsible for cleanliness,
maintenance, aesthetic upkeep of rooms, public area, back area and surroundings. A hotel
survives on the sale of room, food, beverages and other minor services such as the laundry,
health club spa and so on. The sale of rooms constituter a minimum of 50 per cent of these sales.
Thus, the major part of the hotel’s margin of profit comes from the room sales, because a room
once made can be sold over and over again. The effort that a housekeeping department makes in
giving a guest a desirable room has a direct bearing on the guest’s experience in a hotel.
Guestrooms are the heart of the hotel. The housekeeping department not only prepares clean
guestroom on a timely basis for arriving guest, but also cleans and maintains everything in the
hotel so that the property is as fresh and attractive as the day it opened for business.
Housekeeping, thus, is an ancillary department that contributes in a big way towards the overall
reputation of a property.

It is rightly said that housekeeping is a 24 x 7 x 365 operation. Imagine the stacks of linen
needed to make up all the beds in a hotel, the miles if carpeting, floor, walls and ceiling to be
cleaned and maintained, and cleaning compounds along with special tools and equipment needed
in order to clean.

Other than hotels, professional housekeeping services are very much in demand in hospitals, on
cruise liners, at offices and more. Since most such organizations prefer to outsource these
functions, contract housekeeping is becoming a popular in these days.
Role of Housekeeping Department
Housekeeping plays a very important role in hospitality industry such as:-

To achieve the maximum possible efficiency in ensuring the care and comfort of guests
and in the smooth running of the department.
To establish a welcoming atmosphere and ensure courteous, reliable service from all staff
of the department.
To ensure a high standards of cleanliness and general upkeep in all areas for which the
department is responsible.
To provide linen in rooms, restaurants, banquet hall, conference venues, health clubs, and
so on, as well as maintains an inventory for the same.
To provide uniforms for all the staff and maintain adequate inventories for the same.
To cater to the laundering requirements of the hotel linen, staff uniforms and guest
clothing.
To Provide and maintain the floral decorations and maintain the landscaped areas of the
hotel.
To coordinate renovation and refurnishing of the property as and when, in consultation
with the management and with interior designers.
To deal with lost and found articles.
To ensure training, control and supervision of all staff attached to the department.
To establish a good working relationship with other department.
To ensure that safety and security regulations are made known to all staff of the
department.

Objectives of Hotel Housekeeping

The main objectives of hotel housekeeping are −

To maintain overall cleanliness of the entire hotel at all times.

To perform cleanliness duties most efficiently and effectively.
To use good quality, safe cleaning equipment and chemicals.
To manage laundry and linen.
To control pests.
 To keep up the hotel with classy interior decoration.
To take care of the furniture, fittings, and fixtures of the entire hotel.
To understand the expanse or scope of housekeeping, it is better to understand the
divisions of hotel a hotel, first.

Housekeeping Department Layout in Hotel

The layout of the housekeeping department depends on the total number of Guestrooms, Outlets,
and Required Staff. The following areas of the department are the most prominent ones −

Office of the Executive Housekeeper − the administrative work of the department is carried out
here.

Housekeeping Control Desk − It is accessible and operational 24 hours a day. The housekeeping
staff reports at the start and end of the shift here. There are notice boards, storage shelves,
registers, lost and found cupboard, and key-hanger matrix.

Laundry Area − Washing, ironing, dry cleaning, folding of linen and staff uniform takes
place here.
Linen Room − Here, the linen of the hotel such as bed-sheets, towels, pillow cases, etc.,
are stored, collected, and carried to the required places in the hotel.
Uniform Room − the staff uniforms are collected, stored, and distributed from here.
Tailor Room − Here, stitching and repairing of linen and uniforms takes place.
Housekeeping Stores − It is a storage area where the cleaning equipment and items, and
guest supplies are securely stored.
Flower Room − It is an air-conditioned room with worktables, sink and water supply,
cupboards to store vases and stones, and a counter.
Lost and found − stores all the items left by the guests. It directly communicates with the
front office desk, as there the guests tend to first enquire about their lost articles.

Housekeeping − Areas of Responsibility

The housekeeping department is responsible to keep the following areas clean and tidy.

Guest Rooms
Guest Bathrooms
Public Areas such as Lobby and Lifts
Banquets and Conference Halls
Parking Area
Sales and Admin Offices
Garden
Apart from the cleaning task, the housekeeping is also responsible for handling keys of each
floor. In addition, it manages the laundry, which is often at some places considered as a sub-
department of housekeeping.
COORDINATION OF HOUSEKEEPING WITH OTHER DEPARTMENTS
The Housekeeping department should ensure maximum co-ordination with other department to
provide high quality service

Coordination with front office

On guest departure: front office reports the room number of vacated rooms so that housekeeping
can take them over to clean and prepare for sale. Once a room is clean the housekeeping floor
supervisor rings the front office directly or through the housekeeping desk and hands over the
room to front office for sale. The promptness with which the above duty is performed enable the
front office to have rooms ready to sell to a waiting customer. This is especially critical in hotels
with high occupancies.

Coordination with engineering

As Housekeeping personnel are constantly spread throughout the hotel, checking on various
things, they originate maintenance orders for the engineering department to attend to. To be able
to ‘clear’ a room for sale to the front office, it is necessary that all malfunctioning items in a
guest room are attended to promptly by engineering. Housekeeping would also hand over room’s
o engineering for major repair or renovation. The latest trend among both large and small hotels
is to have one manager in charge of both engineering and housekeeping

Coordination with laundry

This is a department that can enhance the quality of housekeeping service. To wash and dry
clean linen and staff uniforms to a very high standard of cleanliness, to supply clean uniforms
and linens to housekeeping on time. Housekeeping has to ensure that clean linen is issued to
guest rooms, restaurants, health club, etc. as this directly reflects the quality and image of the
establishment. if this are not received on time from the laundry, rooms would not be ready or
restaurants would not open.

Coordinate with food and beverage

The restaurant and banquets constantly require clean table cloths, napkins, etc. in addition their
staff, as well as those in the kitchen, requires clean uniforms. Housekeepers because they are in
guest contact and kitchen staff due to strict standards of hygiene required in the kitchens.
Generally, the housekeeping department is responsible for provide clean linen.

Coordinate with purchase

The purchase department procures out-of-stock items for housekeeping such as guest supplies
kept in rooms, stationary linen of various types, detergents, etc.

Activities done in housekeeping department

I have done some tasks in HK department:-

washing carpets& floor & corridors

bed making
bath room cleaning
clinging of windows & mirrors

3.2.3. Food and Beverage Department

Food and Beverage Servers are customer service professionals that work for restaurants, cocktail
bars and other establishments. In addition to serving food and drinks, Food and beverage Servers
perform tasks, such as setting up tables, removing used dishes and preparing simple dishes. They
serve as the main point of contact for customers.

Most of the star-ranked hotels offer multiple F&B services in their hotels. They can be −

Restaurant
Lounge
Coffee Shop
Room Service
Poolside Barbecue/Grill Service
Banquet Service
Bar
Outside Catering Service

Structure of F&B Services Department

The F&B Services personnel are responsible to create the exact experience the guests wish for.
The department consists of the following positions −

Food & Beverage Service Manager

The Food & Beverage Service Manager is responsible for −

Ensuring profit margins are achieved in each financial period from each department of
F&B service.
Planning menus for various service areas in liaison with kitchen.
 Purchasing material and equipment for F&B Service’s department.

Assistant Food & Beverage Service Manager

The Assistant Food & Beverage Service Manager is aware of and is tuned to all the work the
F&B Services Manager performs and carries out the same in the absence of his superior.

Restaurant Manager

The Restaurant Manager looks after the overall functioning of a restaurant. The responsibility of
this staff member include −

Managing the functions in the dining room

Ordering material
Stock-taking or inventory checking.
Supervising, training, grooming, and evaluating the subordinates
Preparing reports of staff and sales
Managing budgets
Handling daily sales and coordinating with cashiers

Room Service Manager

The Room Service Manager is responsible for −

Selecting, training, encouraging, and evaluating all junior employees

Ensuring that cultural values and core standards of F&B department/establishment are
met
Controlling labor expenses through staffing, budgeting, and scheduling
Handling guest complaints
Providing special requests

Banquet Manager

The Banquet Manager is responsible for −

Setting service standard for banquets

Forecasting and allocating budgets for various types of events such as conferences,
meetings, etc.
Achieving food and beverage sales
Controlling chinaware, cutlery, glassware, linen, and equipment
Handling decorations and guest complaints
Providing special requests
Purchasing required stock by following appropriate requisition procedures
 Following up each function by receiving guest feedback and submitting it to F&B
Manager
Participating in departmental meetings
Planning and pricing menu
Training, grooming, and development of staff underneath

Bar Manager

The Bar Manager is responsible for −

Forecasting the daily flow of customers

Allocating right number of staff according to customer influx
Managing and monitoring bar inventory from store to bar
Tracking all types of drink sales
Allocating cleaning and tendering tasks

Food Safety Supervisor (FSS)

A Food Safety Supervisor is a person who is trained to recognize and prevent risks associated
with food handling in an F&B Services business. He holds an FSS certificate that needs to be no
more than five years old. He is required in an F&B Services business so that he can train and
supervise other staff about safe practices of handling food.

F&B Ancillary Departments

Food and Beverage department relies upon the support of the following departments −

Kitchen Stewarding

The Kitchen Stewarding department strives to ensure cleanliness, preparedness, and orderliness
in the commercial kitchen so that the kitchen staff can work efficiently. It also ensures that all the
tools and utensils required for a specific meal or cooking task are cleaned properly and are ready
to go. The kitchen steward is a working link between the F&B Services and the commercial
kitchen.

Dishwashing

The Dishwashing department is responsible for providing clean and dry supply of glassware,
chinaware, and cutlery for bar, banquet, lounge, and restaurant service.

Laundry

The F&B department is highly reliable on laundry department or outsourced laundry services for
timely supply of dry-cleaned and wrinkleless linen.
F&B Staff Attitudes and Competencies
Each member of the F&B department hierarchy needs to have the following traits and skills −

Knowledge

Awareness of one’s responsibilities and roles, appropriate knowledge of food items, food and
beverage pairing, etiquettes, and service styles is a great way to build confidence while serving
the guests.

Appearance

It creates the first impression on the guests. The F&B staff members must maintain personal
hygiene, cleanliness, and professional appearance while being on duty.

Attentiveness

Attentiveness is paying sincere attention to details, memorizing the guests’ needs and fulfilling
them timely with as much perfection as one can put in.

Body Language

The F&B Services staff needs to conduct themselves with very positive, energetic, and friendly
gestures.

Effective Communication

It is very vital when it comes to talking with co-workers and guests. Clear and correct manner of
communication using right language and tone can make the service workflow smooth. It can
bring truly enhanced experience to the guests.

Punctuality

The F&B Services staff needs to know the value of time while serving the guests. Sincere time-
keeping and sense of urgency helps to keep the service workflow smooth.

Honesty and Integrity

These two core values in any well-brought-up person are important for serving the guests in
hospitality sector.

Activities I have Done in Food and Beverage Service Department

Polishing service wares
Folding restaurant napkins
 Setting the table as per the menu type
Clearing tables
Attending guest orders

3.2.4. Food Production Department

Food Production is a department which is involved in preparation of food. A process, in which
raw materials are cooked, combined and transformed to make a dish. The scope of Food
Production has been widening at a faster pace in India as well as Abroad.

A Chef is involved from purchasing to deciding the menu, supervising the kitchen, maintaining
the quality of food, sanitation standards, and coming up with new dishes. Food Production
department comprises of main kitchen, banquet kitchen, soup section, pantry section, pastry
section, baking & confectionary section, and vegetable section. Sections may vary based on the
scale and star category of a hotel or hospitality establishment.

As a trainee during my overall stay in this section of the kitchen I was responsible to help the
section cooks by washing, peeling, and chopping vegetables.

This department prepares different kind of food within twenty four hours with the
request of customer and for future usage.
Number of employees is works under three shifts. Each shift has at list ten employees.
There is a special area within food production department that is called Kitchen. In this
kitchen every aspect of Food production are processed with the help of both different
contemporary kitchen equipment and manual labor.

Executive Chef Functions and Duties

The chef has long year working experience, and he works seven days per week and eight hours
per day. His major responsibilities are:

Giving daily briefing and orientation to his subordinate,

Preparing special menu
Evaluate staffs and solve their problems.
Count and record staff equipments, using materials and damaged tools.
Making daily report for food and beverage preparation

Rule and regulation in food Production department

Hygiene Rules

Always wash your hands when you are sick and handling food
Always have your hair tied back as it can go in to the food
Always use the separate chopping boards for the appropriate food
Always have a clean work space as rodents and bugs can enter if it’s dirty
Always wash and clean your fresh fruit and veggies before cooking
No jewelry (earrings, ring UN less it is marriage etc.)
Wear Flat shoes.
No perfume.
Staff members should take shower daily.
No nail paints
No smoking
Avoid chewing gum

Safety rules

Do not play around with a knife as you can easily hurt someone
Electrical items and water do not mix as it can electrocute you
DO NOT leave your food unattended whilst it’s cooking
Make sure you always switch off the gas after use

Cooperation between Food Production department and other department

Food preparation with food and beverage service

This department is interrelated and cooperated in the production and selling of food and beverage
items. The production department prepares different dishes according to the order of the guest.
The guest order is provided to the production department by the service staff. After the dish is
prepared it are the service staffs who contribute for the selling of the dish.

Food preparation with engineering department

The coordination is in the case of repairing and maintains machines in the area of preparation.
Like different electrics and electrical machine.
Activities I have done in Food production department
I have done in preparation department or kitchen for 3 ensuring days. In those days I saw and
work

how to receive order for the waiters

Prepare different dishes.
In this area they have a steward area so I saw how to wash a plates and I also do this
activity.
I was also responsible to peeling, chopping different vegetables and stir sauces.

3.3. Other departments

Sales and Marketing

All sales, services, advertising, promotions, and public relations are taken care of by this team.

Security

Security manager and security workers work to keep the property safe and secured from external
hazards.

Accounts

It conducts all financial activities like producing bills and receiving payments, computing
employees’ compensations and delivering payments. They also carry out the activities such as
compiling monthly and annual income statements, depositing and securing cash, and controlling
and monitoring assets.

Maintenance

The Maintenance department is responsible for the maintenance of the property. It takes care of
repairing furniture and fixtures, and painting the required area. When the hotel is small, these
works are contracted from an outside agency.

Engineering and Technology

It is responsible for keeping all of its equipment operational. The duties include maintaining
telephone, hotel management software, internet etc. It is also responsible for implementing any
new changes required such as upgrading the software and hardware.
Human Resource Department

Human Resource department is responsible for interviewing and recruiting qualified staff to be
placed at appropriate positions. They also conduct exit interviews for the employees who wish to
quit the work. HRD works to set wages and salaries based on regional market rates and ensure
that the hotel business meets safety and health administration standards.
 Chapter 4
Swot Analysis: Strengths, Weaknesses, Opportunities and Threats of the
organization
4.1. Strengths of Tony Dot Hotel
While doing my internship I have observed much strength. The following are some of strength:-

Takes and uses guest`s complaints properly

standard hotel in Adama

Clean and well organized environment

Passionate, friendly and active staff

The workers at that department are more likely at the same zone of age.

Have a good service charge for its employees

They have a good attitude toward trainees.

Excellent co-operation among staffs

Complete hotel equipment’s

Harmony among the staff member

They have all facility that required in a hotel

Well trained staff

Its position for transportation

4.2. Weakness of Tony Dot Hotel

Shortage of space in the compound of hotel

Poor update on information

Shortage of a budget for promotion

Lack of organized training

Maintenance problem

There is a parking shortage.

 There is no game zones for children’

There is no swimming pool.

Lower salary of the employees of the hotel.

Work overload on housekeeping during the mornings.

The staff members do not have coordination with each other.

4.3. Opportunities of Tony Dot Hotel

Location of the hotel – near to Gada meeting hall

Different Conferences

Government meetings

There is few hotel which compute with them

Near for other important organization

Easy access for transport

The hotel has strong relationship with different companies.

Easy to communicate with other department through the installed computerized and
telephone system

4.4. Threats of Tony Dot Hotel

Now a days the competition in the hospitality industry is becoming high, because Many
hotels are on the way of building and this can be considered as threat

In the future they may face with a lack of skilled man power if they unable to pay good
salary that make them to compete with their rivals

Lack of enough space to expand other services in the future

Increasing the cost of equipment of hotels

 Chapter 5

Evaluation, Conclusion Recommendation

5.1. Evaluation
From the practical attachment I have acquired variety of experiences. The hotel plays great role
on promoting the hotel industry in the country. But there were many challenges that I have
encountered when I was conducting my summer practical attachment such as lack of time
management and lack of cooperation between some employees.

5.2. Conclusion
The internship in Tony Dot hotel was a great opportunity for me, the experience that I have got is
huge and useful.

Advantages and disadvantages of this experience mad me strong in work and more flexible

The result I had got was better than I ever expected e.g. from my manager I learned how the
good manager should react in different situations without any bad effect on the establishment
after.

5.3. Recommendation

Recommendations for Tony Dot Hotel

The hotel needs take actions on how to expand its compound for the future as to give
more service like game zone for children’s, parking, swimming pull and other services.

It needs to review the number of staffs in some of the departments like housekeeping
where there is huge work load.

The hotel needs to plan on how to retain talented staffs as to provide quality service for
customers.

Staff capacity plan and on job trainings must be planned to have competent staff in the
different department of the hotel.

The Hotel needs to conduct salary survey and increase salaries to retain competent staffs
for long time.
Recommendations for University of Gondar, Tourism Management
Department
University of Gondar (Tourism Management Department) must provide at least cost of
transportation (Taxi expense) for students.

21 days training program is not enough especially for students that join hotel.

The Tourism Management Department Should Assign the organization in which the
student work.

If possible the Practical attachment program is better to be conducted at the end of every
year. This helps students to easily understand the fast changes in hospitality industry.
 Bibliography
Eyewitness
"Hospitality Career Path: Hospitality Career Path Certifications" (PDF). Ahlei.org.
Interview
"Lodging Managers: Occupational Outlook Handbook: U.S. Bureau of Labor Statistics".
Observation
"What does front office staff do?” wise GEEK.