MOUNT KENYA UNIVERSITY

SCHOOL: SCHOOL OF HOPITALITY

DEPARTMENT: TRAVEL AND TOURISM MANAGEMENT

DIPLOMA: DIPLOMA IN HOTEL AND HOSPITALITY MANAGEMENT

NAME: CYNTHIA AKINYI

REG NO: DHM/2021/86254

TASK : ATTACHMENT REPORT

PRESENTED TO: MADAM WAMBUI

DATE: 28TH MARCH 2023

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Table of Contents
Cover Page ................................................................................................................................1
Chapter One: Introduction..........................................................................................................2
1.1 General Information about the Establishment.......................................................2
1.2.1 Company History...............................................................................................2
1.2.2 Hotel facilities/ Amenities..................................................................................2
1.2.3 Geographical Location.......................................................................................2
1.2.4 Address................................................................................................................2
1.2.5 Vision, Mission, and Core Values of the organization attached....................2
1.2.6 Hotel Organization Structure/ Organogram...................................................2
Figure 1.1 Hotel Organization Structure/ Organogram......................................................2
1.2.7 Hotel Departments Descriptions.......................................................................2
Chapter Two: General Evaluation and Analysis of the Organizational Activities....................2
2.1 Introduction...............................................................................................................2
2.2 Evaluation and Analysis of the Organization Activities........................................2
Chapter Three: The Food Production Department.....................................................................2
3.1 Production Forecasting Techniques........................................................................2
Figure 2.1 Sketch of the Kitchen Area...............................................................................2
3.1.1 Procedures for Dispensing Food Items from the Kitchen..............................2
3.1.2 Reports Made By the Chef................................................................................2
3.1.3 Kitchen staff........................................................................................................2
3.2 Description of the Kitchen........................................................................................2
3.2.1 Areas of attached................................................................................................2
3.2.2 Areas of Improvement.......................................................................................2
3.2.3 Conclusion...........................................................................................................2
Chapter 4: Food and Beverage Service......................................................................................2
4.1 General Description...................................................................................................2
4.2 Restaurant and Banqueting......................................................................................2
4.2.1 Restaurant Operations.......................................................................................2
Figure 4.1 table setting of dinner service...........................................................................2
4.2.2 Banqueting Operations......................................................................................2
Figure 4.2 U-shape conference style..................................................................................2
4.2.3 Bar.......................................................................................................................2
4.3 Personnel in the Food and Beverages Department................................................2
4.3.1 Banqueting Supervisor......................................................................................2
4.3.2 Head Chef...........................................................................................................2

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 4.3.3 Chefs....................................................................................................................2
4.3.4 Waiters................................................................................................................2
4.3.5 Cashiers...............................................................................................................2
Chapter Six: Housekeeping........................................................................................................2
6.1 Introduction...............................................................................................................2
6.1.1 Operations...........................................................................................................2
6.1.2 Laundry Hands...................................................................................................2
6.1.3 Rooms..................................................................................................................2
6.1.4 Public Area Hands.............................................................................................2
6.2 Challenges and Recommendations..........................................................................2
Chapter six: Support Departments.............................................................................................2
6.1 Stores & Purchasing Department............................................................................2
6.1.1 Stores...................................................................................................................2
6.2 Purchasing..................................................................................................................2
6.3 Controls Department Operations............................................................................2
6.4 Food and Beverages Controls...................................................................................2
Chapter Seven: Summary and Conclusion.................................................................................2
7.1 Summary....................................................................................................................2
7.2 Conclusion..................................................................................................................2
Chapter Eight: Appendices........................................................................................................2
Appendix A: Menu...............................................................................................................2
Appendix B: Photos..............................................................................................................2
i. Set-up at the Buffet....................................................................................................2
ii. Set-up at Aqua Restaurant....................................................................................2

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Chapter One: Introduction

This chapter is introductory. It will lay the basis of what the report is all about. The objectives
of the report will be outlined in this chapter. It will further on give an introduction and a brief
background of The Sun Africa Nyali Beach Hotel & Spa.

1.1 General Information about the Establishment

1.2.1 Company History

The Sun Africa Nyali Beach Hotel & Spa by MGM Muthu Group was opened in 1946. It is
an architectural marvel that brings in the colonial past and glory of Kenya. It is recognized
for offering quality and value. Offering panoramic views of the Indian Ocean, the hotel is a
gracious landmark of Mombasa, showcasing graceful arches, tiled roofs, lush green vast
lawns and woodwork. It combines state-of-the-art facilities with dependable services that
make it an ideal choice for business travelers, leisure and conferencing.

At the hotel, guests can enjoy meals ranging from Kenyan to Indian cuisine at the hotel's
various restaurants. The Sun Africa Nyali Beach Hotel & Spa have a beachfront grill
restaurant that serves seafood. Also the hotel provide the world’s nest of premium spirits,
wines from internationally renowned vineyards and an array of local and international beers
in our hotel bars. The Sun Africa Nyali Beach Hotel & Spa is a four Star Hotel with two
swimming pools, five restaurants and four bars and a spar. Currently three restaurants and
three bars are working. It also has five conferences rooms and a casino.

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 1.2.2 Hotel facilities/ Amenities

While staying at this hotel you will enjoy the following services and amenities;

 Free wireless internet connection

 Free use of digital safe Satellite TV
 Private balconies
 Hair drier Iron/ ironing board on request Cribs/
 Infant beds on request

1.2.3 Geographical Location

The hotel is on an eighteen (18) acre of land Situated along the Sandy Nyali Beach just 1.2
miles from Nyali Golf Club and 6.2 miles from the Mombasa city Centre. Moi International
Airport is 12.4 miles away. Its location is shown by the map below;

Figure 1: Geographical Location of the Sun Africa Nyali Beach Hotel & Spa

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 1.2.4 Address

P.O. BOX 90581- 80100

Moyne Drive, Off Beach Road, Nyali,
Mombasa, Kenya,
Tel: +254 703 048 000
Email: info@sunafricahotels.com

1.2.5 Vision, Mission, and Core Values of the organization attached

Vision
To create a memorable and sustainable holiday experience that exceeds guests' expectations.
Mission
To offer exceptional hospitality, personalized service, and a range of amenities and activities
to ensure that guests have an unforgettable experience.
Core Values
o Excellence
o Innovation and Diversity
o Integrity and Accountability
o Professionalism
o Teamwork

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 1.2.6 Hotel Organization Structure/ Organogram

Figure 1.1 Hotel Organization Structure/ Organogram

1.2.7 Hotel Departments Descriptions

Personnel/ Human Resources:

The human resources department is responsible for managing all aspects of the hotel's
workforce, including recruitment, training, performance management, and employee
relations.

Accounting and Finance Department:

This department manages the financial aspects of the hotel, including accounting, budgeting,
forecasting, and financial reporting.

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Sales and Marketing:

The sales and marketing department is responsible for promoting the hotel, driving bookings,
and developing partnerships and collaborations to expand the hotel's reach.

Maintenance and Engineering:

The maintenance and engineering department is responsible for ensuring that the hotel's
physical infrastructure, including building systems, equipment, and facilities, are in good
working order and maintained to a high standard.

Purchasing Department

Ensuring that the hotel's operations run smoothly and efficiently. By managing procurement
processes, the department ensures that the hotel has all the goods and services required to
provide guests with a seamless experience. Additionally, the department helps the hotel
manage costs and optimize its supply chain, thereby increasing profitability.

Food and Beverage Department:

This department manages restaurants, bars, in-room dining, and banquet services, ensuring
that guests have a memorable dining experience.

Housekeeping Department:

This department is responsible for maintaining cleanliness and orderliness of guest rooms and
public areas such as lobbies, hallways, and elevators.

Front Office Department:

This department is responsible for guest services such as reservations, check-in, check-out,
guest inquiries, and concierge services.

Security Department:

This department ensures the safety and security of the hotel and its guests by implementing
security procedures, monitoring activities, and responding to emergencies.

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Spa and Wellness Department:

This department manages spa and wellness services, including massage, facials, fitness
facilities, and yoga classes, to provide guests with a relaxing and rejuvenating experience.

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Chapter Two: General Evaluation and Analysis of the Organizational

Activities.

2.1 Introduction

This chapter will take us through the evaluation and analysis of The Sun Africa Nyali Beach
Hotel & Spa activities. By activities reference is made to the product of The Sun Africa Nyali
Beach Hotel & Spa and non-core business activities like corporate social responsibilities and
employee welfare.

2.2 Evaluation and Analysis of the Organization Activities

Firstly, being a Four Star Hotel, The Sun Africa Nyali Beach Hotel & Spa is a luxury hotel
that offers various amenities and services to its guests. The hotel has a prime location near the
Nyali Beach, making it an attractive destination for tourists. The hotel has a well-structured
organizational chart, with clear lines of authority and responsibilities. It has a management
team that oversees the daily operations and ensures that the hotel runs smoothly. The staff
members are professional and well-trained, providing excellent customer service to the
guests.

In terms of financial performance, the hotel is doing well. It has various revenue streams,
such as room bookings, restaurant sales, and spa services. The hotel's revenue is likely
affected by seasonal fluctuations, but it has measures in place to manage these changes.

The hotel also engages in various marketing activities to attract and retain customers. It has a
website and social media pages that provide information about the hotel's services and
promotions. The hotel also participates in travel fairs and events to showcase its offerings.

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Chapter Three: The Food Production Department

3.1 Production Forecasting Techniques

The kitchen of a hotel, The Sun Africa Nyali Beach Hotel & Spa has large and well-equipped
Kitchen space, designed to handle a high volume of food preparation and service. The kitchen
is organized into different sections, with specialized equipment and staff for each area.

There is a cold kitchen section, which is also divided into two Ladder and Pastry which
handles cold food items such as salads, sandwiches, and desserts. This section have
refrigerators and other equipment needed to store and prepare these items.

There is also a hot kitchen section, which handles hot food items such as main courses, soups,
and stews. This section have ovens, stovetops, grills, and other equipment needed to cook and
prepare these items.

In addition, there is a specialized section, a butchery section, which handles specific types of
food preparation.

The kitchen is staffed by a team of trained and experienced chefs, sous chefs, cooks, and
other kitchen staff. The kitchen staff works together to ensure that all food is prepared and
served according to the hotel's high standards and in a timely manner.

Overall, the kitchen of The Sun Africa Nyali Beach Hotel & Spa is a busy and dynamic
space, focused on providing high-quality food and excellent customer service to guests.

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Figure 2.1 Sketch of the Kitchen Area

Ladder Bucher Executive Chef

Section Office
Pastry
Cold Section

Wash Up Service

Store

In Emergency Exit 1

Indian Section
Dry Food Storage

A ’la carte
Section Saucier Section
Out
Chiller

Wash Up Service
Emergency Exit 2

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3.1.1 Procedures for Dispensing Food Items from the Kitchen

1 Order taking: The kitchen staff receives orders for food items from the restaurant or
room service staff, through a computerized ordering system and a manual order slip.
2 Food preparation: Once an order is received, the kitchen staff begins preparing the
food items requested. The food is prepared according to the hotel's established recipes
and standards, and is cooked to the appropriate temperature and presentation.
3 Quality control: Once the food items are prepared, they are checked by the kitchen
staff for quality and consistency. Any issues or concerns are addressed before the food
is dispensed to the customer.
4 Plating: The food items are plated and garnished according to the hotel's established
presentation standards, and are made ready for delivery to the customer.
5 Delivery: The food items are then delivered to the customer, either by the restaurant
staff or room service staff. The food is presented to the customer with appropriate
utensils and condiments.
6 Billing: Once the food items are delivered, the appropriate charges are applied to the
customer's bill, either directly or through the room service department.

3.1.2 Reports Made By the Chef

1 Inventory Report: This report includes the current inventory of food items in the
kitchen, including ingredients, spices, and condiments. The report will also include
the date the inventory was taken, and a comparison to the previous inventory report to
help identify any discrepancies in stock.
2 Sales Report: This report includes information about the sales of food items in the
hotel, including the number of meals served, the average check amount, and the sales
revenue for each day, week or month. This report can help the chef and management
track sales trends and adjust menus or pricing as needed.
3 Food Cost Report: This report includes the cost of ingredients used to prepare each
dish, as well as other expenses related to food preparation such as labor costs, kitchen
supplies, and equipment maintenance. The report can help the chef and management
track the profitability of each dish and adjust menu prices accordingly

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 4 Staffing Report: This report includes information about the staffing levels in the
kitchen, including the number of employees, their roles, and their hours worked. The
report can help the chef and management ensure adequate staffing levels and adjust
schedules as needed.
5 Menu Engineering Report: This report analyzes the popularity of different menu
items, and their profitability. The report can help the chef and management identify
which items are most popular and profitable, and make adjustments to the menu
accordingly.
6 Health and Safety Report: This report includes information about the kitchen's
compliance with health and safety regulations, such as sanitation and hygiene
practices, equipment maintenance, and food handling procedures. The report can help
the chef and management identify areas for improvement and ensure a safe and
healthy environment for guests and staff.

3.1.3 Kitchen staff

The hotel has high standards for its kitchen staff and invests in their training and development
to ensure that they can deliver high-quality food and service to guests.

The level of training and professional abilities of the kitchen staff at The Sun Africa Nyali
Beach Hotel & Spa has to be high, given the hotel's reputation for quality service and cuisine.
The kitchen staff should have received training in various aspects of their job, including food
preparation, safety, and hygiene, as well as customer service and communication skills. The
staff should also be knowledgeable about the hotel's menu offerings, cooking techniques, and
presentation guidelines, ensuring consistency in the quality of food served.

Moreover, the kitchen staff's professional abilities should extend beyond basic food
preparation skills. They should be able to work efficiently under pressure, multitasking and
prioritizing tasks to ensure that orders are prepared and delivered promptly. They should be
adaptable and able to accommodate special requests or dietary requirements, and
communicate effectively with other members of the team to ensure that service is seamless.

In addition to their technical skills, the kitchen staff should also demonstrate a positive
attitude, professionalism, and teamwork, creating a pleasant work environment and
contributing to the hotel's overall success.

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 3.2 Description of the Kitchen

The kitchen has six sections; ladder, Pastry, A’la carte, Butcher, Saucier and Indian section.
Each section has its own set of equipment and staff members who specialize in that area of
production. The kitchen is also equipped with modern appliances, including ovens, grills, and
steamers, which help to speed up the cooking process.

3.2.1 Areas of attached

I trained in three sections, which are the Indian, A ‘la carte and saucier. I began at the Indian
section. I was taught the various spies’ of Indian dishes, how they are prepared with cumin
seeds, Garam masala, coriander powder, chili powder and turmeric powder. I engaged in
preparation of some of the dishes like chicken biryani, green and yellow Daal, cumin rice,
chicken tikka, naan bread and Aloo Ghabi.

The next section was Saucier, in this I balanced with the A ’la carte since orders would come
anytime. The chef taught me how to balance this. I learnt how to prepare various dishes and
various soups. On the menu some of the dishes were to be prepared live on buffet as per
guests order. We trainees were always assigned different tasks. Some of which I prepared
were pasta, stir fried vegetable and grilling king and Mackerel fish.

In the A ‘la Carte I learnt how to prepare different types of pizza, grilled fish and different
hot sandwich. I also learnt how to present food on a plate.

3.2.2 Areas of Improvement

During my attachment, I identified a few areas where the hotel's food production process
could be improved. One area was the handling of food waste. I noticed that a significant
amount of food waste was being generated, which could have been reduced by improving
portion control and managing inventory better.

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Another area for improvement was in the use of technology. Although the kitchen was
equipped with modern appliances, there was limited use of technology in the food production
process. The hotel could consider investing in software that would help to streamline the
ordering and delivery of ingredients, and the management of inventory.

3.2.3 Conclusion

Overall, my attachment in the food production department of the hotel was a valuable
experience. The hotel has a well-organized kitchen, and the staff members are skilled and
dedicated to producing high-quality meals. There are areas where the food production process
could be improved, and I believe that with some adjustments, the hotel could further improve
the quality and efficiency of its food production process.

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Chapter 4: Food and Beverage Service

4.1 General Description

The Food & Beverage department is divided in Restaurant and Banqueting and Kitchen, (The
Sun Africa Nyali Beach Hotel & Spa, 2015a).

The Banqueting supervisor is the head of the Restaurant and Banqueting Department and also
the Bar Manager. These two sections are the largest departments in terms of man-power and
resources. There is a total of four restaurants and four conference centers.

I started in this department from 10th of January to 14th February

4.2 Restaurant and Banqueting

4.2.1 Restaurant Operations

The restaurant is responsible for serving all the meals in the hotel from room service to
buffet. It is run by the Banqueting Supervisor. Day to day operations is supervised by the
head waiter and head cashier. The shift at the restaurant begins at 06:00hrs and ends at
15:30hrs. Another will start at 15:30hrs to 22:00hrs.

All floor workers including students will commence the day with the evening shift, that is,
from 15:30hrs to 22:00hrs. The evening shift commences by doing a mise-en-place for
dinner. Depending on the numbers expected for dinner, the menu may be a la carte or buffet
(also known as table d’hôte). If there are less than twenty people the menu will be an a la
carte and if more than twenty it will be a buffet.

Mise-en-place for dinner

The shift supervisor informed the team of the total number of resident diners expected for
dinner, and if none we would prepare for ten and it would be an a la carte. We would divide
in two teams; one team would clean cutlery and crockery and the other team would change
the table linen, refilled salt and pepper cruets and fold the serviettes.
Dinner plates and side plates are washed by kitchen porters and thus waiters only wiped them
dry and removed chipped plates. Depending on the menu being served we would include

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additional cutlery like steak knives, soup spoons and joint forks. Dinner plates once clean
they were put in plate warmers so that they could maintain the warmth of the food.
We would all lay the cutlery, cruets and serviettes on the tables, see photo below.

Figure 4.1 table setting of dinner service

Before welcoming the first guests, we would get the beverages list from the bar and then a
briefing would follow.

Serving dinner

The first thing was to greet the guests and make them feel welcome. Then we would escort
them to their tables if a la carte and if buffet we would escort them to the serving point(s).
Once the guest sits we would present to him/her the drinks we had in this manner; “good
evening sir/madam may I take your drinks order, I have coke, sprite, orange and mango
juice.” If a la carte we would present the menu and take the drinks order. The guest would

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read the menu whilst the waiter would be collecting the drink from the bar. When serving a
guest, a drink is served from the right hand side of the guest.

The buffet at Sun Africa Nyali Beach Hotel & Spa hotel has a minimum of seven dishes. The
a la carte menu for dinner and lunch usually has a selection of three starters; three main
courses and three desserts and all is served with a starch.

When serving an A’ la Carte one has to be a good listener and should repeat the order to the
customer before going to the kitchen to place an order. When the customer orders the waiter
will go to the kitchen and place the order to the chefs. The waiter shouts the order at the
hotplate starting with the starter then the main course and lastly the dessert. The hotplate is
the contact point between kitchen and service staff. When placing the order the waiter would
bring a warm dinner plate and a side plate for the starter to the kitchen. The waiter should
retain to the restaurant and see if the guest has any other requests and take drink orders if
necessary.

The waiter will bring the food to the guest and a guest is served a plate from the left. If there
are four guests for example, the waiter should thrive to serve the entire guests at once starting
with the ladies. One should not serve a guest the main course when another guest on the same
table has not been served with a starter. Before bringing the main course the waiter must clear
the plates and cutlery used to eat the starter. Desserts are served lastly. After the guest have
finished the waiter must clear the tables and prepare for the next guest.

After serving dinner the waiters will begin mise-en-place for breakfast.

Mise-en-place for breakfast

The mise-en-place for breakfast will be cleaning of teaspoons, cups and saucers. We would
prepare tea pots, coffee pots, Milk jugs, coffee sachets and sugar sachets and juice jugs for
three different fruit juices.

The morning shift starts at 06:00hrs and the first thing would be to boil water for teas and
coffee and milk for cereals, teas and coffee. Breakfast will be served from 07:00hrs and so
cereals and fruit juices will be in place before that. Teas and coffee will be brewed when the
first guest enters the restaurant.

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Other operations

The restaurant personnel are also responsible for providing room service in the rolling point.
When providing a room service a waiter must listen carefully to the order and the room
number. Then set a tray for room service. The tray should have cutlery, salt and pepper, paper
serviettes and of course the food. The waiter should knock three times shouting “room
service” and wait for the door to be opened. The waiter should place the tray on the table in
the room and then present the invoice to the guest. The guest may pay cash or charge it to the
guest account.

4.2.2 Banqueting Operations

It is responsible for service at the conferences and functions held within the hotel. Their
functions would be to set up the conference rooms, serving welcome teas and punches for
weddings and parties and other services as per guest requirements.

The shifts are the same as that of restaurant. In fact there is no actual division of personnel
between banqueting and restaurant. They are all waiters. There are no waiters who are said to
belong to banqueting or restaurant. The same waiters can either work in the restaurant or
banqueting at conference rooms depending on where there is more work to do.

There is one supervisor who reports to the banqueting super who is responsible for
banqueting operations. This supervisor is responsible for the setting up of conferences,
replenishing conferences and requesting commodities from the stores department. This
supervisor is also responsible for hiring casual waiters when more man-power is required
with approval from the Human Resources Department.

Setting up conference rooms

This is the arrangement of tables and chairs to meet the guest’s needs for a meeting room.
There are many styles for setting up conference rooms and examples include board room
style, U-shape and Leaf style.

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Figure 4.2 U-shape conference style
Setting up a conference room involves arranging the furniture to the desired shape, then
laying the table linen. There must be writing pads, a pen, a whisk glass and a 500ml bottle of
mineral water. Other utilities which will be put in place for a conference include flip charts,
projector stand and markers. A Public Address (PA) system is provided upon request at an
extra fee. A table for teas, coffee and sandwiches is place near the conference room.

Serving conference guests/waiting at conferences

The waiter will first switch on the lights and air conditioners in the conference room before
the guests arrive. He/she will make tea and coffee and boil milk for welcoming guests. When
the first guest arrives the waiter should already be waiting by the teas table. Before the
conference start the waiter should identify the meeting coordinator and get the conference
programme, that is, when will they break for mid-morning teas and lunch and if there are any
guests with special menu requirements. The waiter will also show them where the restrooms
are and how to operate the air conditioning system. If guests were in-house and had breakfast
welcome teas will not be necessary.

When waiting at a conference the waiter should never leave the conference area and must be
a quick decision maker especially when there does a problem need solving.
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Replenishing a conference room

This is done during lunch break and at the end of each day. During lunch break, the waiter
will rearrange the chairs to position, remove all the water bottles and clear the tables of any
dirt without disturbing any of the guests’ equipment or materials. All the whisk glasses will
be cleaned and replaced, new writing pads will be issued and mints and juices will be refilled.
Mineral water will be given to every guest.

Replenishing at the end of the day is done by the evening shift and only if the guests are
retaining the following day. This replenish is more thorough as some overlays will be
changed. Material left by the guest will be removed, that is if the guest would not have left a
directive for their material to be left untouched. This exercise will be similar to setting up
only that the guests will not be provided with new pens.

4.2.3 Bar

The bar is directly managed by the Banqueting Supervisor. It has three barmen and two of
them work on rotating shifts of a week each. The bar opens at 10:00hrs and close at 22:00hrs.
The bar serve a wide range of beverages and it also serve as the functions bar. It complements
the restaurant.

For functions and duties of barman see Barman Competency Profile in the appendices.

4.3 Personnel in the Food and Beverages Department

4.3.1 Banqueting Supervisor

o Responsible for the smooth running of the department

o Budgeting for the department –weekly, monthly and yearly budgets
o Cost control
o Inventory management specifically equipment, crockery, cutlery and silverware
o Forecasting conference needs trend
o Direct management of the bar

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4.3.2 Head Chef

Duty Roaster Preparation

The supervisor is responsible for ensuring that an up to date duty roaster is drawn up every
month and that it is followed without fail. All kitchen staff need to ensure that they talk to the
head chef in advance should their wish to change their duties for any reason whatsoever.

Allocation of Duties

The supervisor is also responsible for the allocation of duties and responsibilities every
morning as soon as the kitchen opens. Since the kitchen normally opens before the head chef
gets to work, the following day’s duties are allocated a day before.

Menu Planning

The head chef in conjunction with the sous chef, who happens to be the second in command
after the head chef, needs to make sure that there is a menu for the day by nine ‘o’ clock
every day to ensure that food is prepared in good time and avoid inconveniencing guests
since lunch can start as early as twelve ‘o’ clock!

Requisition of kitchen supplies

The kitchen supervisor needs to make sure that every day supplies for the following day are
requested from the stores and supplied to the kitchen so as to ensure that breakfast is catered
for without delays as it may start around six ‘o’ clock in the morning as guests may require
from time to time. Where some items are not in stock the kitchen supervisor will have to
make sure substitutes are available to avoid bottlenecks.

Controlling Costs

The supervisor should control food and beverage costs so that the organization, through the
food and beverage department, does not operate at a loss as it is popularly known that the
department has huge overhead costs. This cost control involves ensuring that chefs adhere to
portion control measures as may from time to time be communicated to them so as to cut
costs without prejudicing the client of their value for money at the same time.

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Maintenance of Losses Register

To keep and maintain an updated losses and damages register. Broken plates, water glasses,
cups and any other kitchen equipment must be recorded capturing the date and how the
breakage occurred.

4.3.3 Chefs

o Responsible for meal preparation adhering to the menu as set by the Head chef.
o Ensuring that high standards of hygiene and sanitation are followed in preparing and
serving food.
o Portioning and serving guests food

4.3.4 Waiters

o Conference room waiting.

o Preparation of teas
o Table waiting.
o Cleaning of crockery and cutlery.
o Serving teas
o Arranging conference rooms and all other function venues.

4.3.5 Cashiers

o Creating invoices for conference utilities and lunch

o Making up bills for restaurant personnel
o Posting transactions on Hostit Hotel Management System

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Chapter Six: Housekeeping

6.1 Introduction

This chapter will provide an insight into the operations and organization of the housekeeping
department. Responsible for all the cleaning of the hotel area the house keeping department
in the second largest department in-terms of manpower at The Sun Africa Nyali Beach Hotel
& Spa. The department is divide into three sections;

o Laundry
o Rooms
o Public Area Hands

The department is run by the executive housekeeper and is seconded by the assistant
housekeeper. A floor supervisor supervises all the bedroom hands and public area cleaners
and he reports directly to the executive housekeeper. A linen supervisor supervises the linen
hands and is also responsible for the proper storage of and dispatch of linen from the linen
room.

6.1.1 Operations

The department has an eight hour shift from 08:00hrs to 17:00hrs. The night shift will have
only two people; one in the laundry and the other responsible for public areas. At 08:00hrs a
briefing is conducted by the assistant housekeeper and the bedroom hands are allocated the
rooms they will be working in and the public area cleaners are assigned to the respective
areas they will be cleaning.

6.1.2 Laundry Hands

Laundry section its main objective is to provide guests with clean and comfortable linen. The
section is responsible for cleaning dirty linen from guests rooms such towels, sheets and
duvets. Other linen such as serviettes used by the restaurant and also table cloths used in
banqueting is washed by the laundry section. The laundry duties are elaborated below;

o Laundry personnel should always make sure the floors are clean.

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 o They are responsible for cleaning laundry machines, removing lint from the driers,
test run the washing machines, recoding noted faults of the machine, and informing
the supervisor so that she informs the maintenance department.
o They wash guest laundry for a stipulated fee and this must be done with due care to
avoid damaging the guest’s laundry and any damages to the guest’s laundry must be
noted before doing the laundry.
o Laundry personnel are also responsible for washing dirty linen, but firstly they have to
sort out the linen according to texture and colour. Care must be taken not to overload
the machines.
o Issuing out linen to the restaurant department, banqueting department and also the
rooms section.

6.1.3 Rooms

Housekeeping staff are responsible for thorough cleaning the guest rooms and making sure
all the necessary amenities are available in rooms and all the equipment is functional.

Procedure of Cleaning Rooms

Upon entering the room the bedroom hand should;

o Ventilate the room by opening the windows. The bedroom hand should open all the
windows of rooms assigned to him and also leave the doors open if the room is
unoccupied.
o Strip the bed, change the bed sheets and the pillow cases and remake the bed to
standard.
o Place all dirty linen in the trolley and emptying the litter bin in the guest room. All
dirty linen should be submitted to the laundry before ten o'clock.
o Wipe all the fixtures and fittings in the room; televisions, mirrors, headboard, table,
telephone and the tea set. Furniture polish is applied once a week.
o Vacuum clean the carpet.

The bathroom and toilet are cleaned as following:

o Flush the toilet and sprinkle detergents into the toilet sit and follow instructions on the
use of the detergent.
o Scrub the bath tub dry or the shower. If shower, scrub the glass enclosure clean.
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 o Polish all the silver and sinks and wipe the mirror.
o Properly arrange the soap, shampoo, bath gel and the lotion in the bath amenities
basket.
o Mop the floor.

6.1.4 Public Area Hands

They are responsible for cleaning restrooms, conferences rooms, administration offices and
dining areas. Restrooms and conference room area cleaned by the person on night shift. After
every thirty minutes they are obliged to check all the guest toilets is they are in good
condition.

They clean the conference areas after teas are served.

6.2 Challenges and Recommendations

Challenges
o The personnel are lowly motivated and as such employ many shortcuts when
performing tasks compromising the quality of service offered, e.g. re-using dirty bed
sheets just to avoid a trip to the laundry room.
o Shortage of protective clothing, e.g. PVC gloves for cleaning toilets.
o Low staff personnel.

Recommendation
o There is need to find ways to motivate personnel
o There is need to priorities quality against quantity. Instead of assigning a bedroom
hand 20 rooms to clean assign 14 rooms for a thorough job.
o Hiring more staff members.

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Chapter six: Support Departments

6.1 Stores & Purchasing Department

This department is responsible for the proper storage and purchasing of all hotel
commodities.

6.1.1 Stores

Manned by one stores-manager, he is responsible for the storage, ordering, issuing out of
commodities and a receiving clerk who receives all commodities by the supplier. It is a
department under the Accounting Department. The commodities in the stores are stored in
categorized sections and the categories are housekeeping, Maintenance, Stationery and Food
and Beverages. Absolute care is taken not to mix the commodities as it can have some fatal
results.

Operations

To be issued out with commodities every department has a requisition book and it has to be
signed by the Food and Beverages Controller or other top personnel from the accounting
department. The stores-man will issue out the goods and has a right to reduce the quantities
issued if necessary. He/she will record the quantities issued on the requisition book and
update the bin cards.

When stocks dwindle the stores-man will raise a requisition order to the accounting
department. The purchasing will be done by the chief buyer and the stores-man will be
responsible for receiving the goods.

When receiving the goods, the security personnel will record all the goods received and
stamp the receipts. The receiving clerk will update all the bin cards and complete a Cash
Reconciliation Statement and this is submitted to the food and beverages controller who in
turn submit it to the accounting department.

The cash reconciliation statement is a summary of the commodities bought and the initial
money given to the buyer to purchase the commodities. The rule at The Sun Africa Nyali
Beach Hotel & Spa states that the buyer should not have more than $10 in change, so the

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Statement will show if there was more than $10 change and if any stealing has happened it
will be detected.

Everything purchased is reported to The Nairobi Headquarters and they do all the payments.

The stores-man is responsible for checking if all the cold room and refrigerators are
functional and that all the goods are properly stored. The stores-man is also tasked with
keeping a good inventory list of all the commodities in storage.

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 6.2 Purchasing

There is one buyer at The Sun Africa Nyali Beach Hotel & Spa. Purchasing at The Sun
Africa Nyali Beach Hotel & Spa is not usually large scale as such suppliers rarely deliver
goods at The Sun Africa Nyali Beach Hotel & Spa but rather the buyer visits wholesales and
purchase commodities on cash and carry basis. Guest amenities are supplied through special
suppliers who supply branded soaps, shampoos and lotions bearing the name African
Collections.

When going for buying usually a list of commodities wanted is compiled by the store-man
and the buyer would go around purchasing the commodities. There are specific suppliers
which are visited.

6.3 Controls Department Operations

The day starts at eight o'clock in the morning. The first task done is to complete the Daily
Revenue and Projections Report using invoices from the restaurant and housekeeping and this
will be reconciled with the reports generated by the Hostit Hotel Management System. This
process will identify any errors, uncompleted transactions and will unearth any pilferages.

The Requisition Costing Report is compiled after eleven o'clock when most departments
would have finished requesting commodities for the day. This report is used to generate the
cost of sales and the figures are compared to those of the Daily Revenue and Projections
Report to check if the revenue outweighed the cost.

The controls department is also responsible for conducting stock-taking at all the hotel
departments. Stock-taking is done on the last day of each month except for the bar where it is
done on every Monday when the barmen are exchanging shifts.

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 6.4 Food and Beverages Controls

The food and beverages controller is responsible for the guidance and regulation of the costs
and revenue of operating the catering activity in a food and beverage establishment. At The
Sun Africa Nyali Beach Hotel & Spa the controller has a broad scope. The controller is
responsible for all the costs; that is from food and beverages and all the other hotel
departments.

The Controls department is a department under accounting at The Sun Africa Nyali Beach
Hotel & and the controller is directly above the Stores-man. No goods will be issued from the
store without the controller’s signature or acknowledgement.

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Chapter Seven: Summary and Conclusion

7.1 Summary

The first two chapters were mainly aimed at The Sun Africa Nyali Beach Hotel on how it is
run and other internal information as seen by the student. In chapter one background
information was shown. Chapter two was about the analysis of the product of The Sun Africa
Nyali Beach Hotel. The product of The Sun Africa Nyali Beach Hotel. was classified into
two broad categories and these are accommodation and banqueting. Accommodation is
offered through the front office and the housekeeping is responsible for thorough cleaning of
the rooms. Banqueting is about all the food and drink as well as functions, meetings and
events hosted by The Sun Africa Nyali Beach Hotel.

The organization has a host of problems which if not addressed urgently can result in
business failure. Problems like shortage of essential resources for example rooms can go for
days without tissues or soap and in the restaurant some essentials like tea toothpicks can run
out during service. Demotivated staff is another issue and it is now difficult for the
organization to achieve its mission of a customer driven hospitality service in line with best
practice; with a competent workforce to unlock shareholder value.

Nevertheless the hotel also has some very good opportunities to be the best in the industry.
Through its well established brand and popularity it can harness a competitive edge against
its competitors. This with a good management can propel it to the best hospitality provider in
the industry.

Chapters which summed up the duties performed by the student followed up. These were
detailing all the tasks performed by the student through either job descriptions of personnel in
the departments or by listing the entire task performed. Most of the task I performed in the
major departments of the hotel, which are housekeeping and food and beverages.

The report also looked at the organization of The Sun Africa Nyali Beach Hotel. Which I
observed as having recognizable organizational structure.

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 7.2 Conclusion

The industrial attachment was a success and I learnt a lot of new things. It afforded me an
opportunity to learn and apply theory to practice. I leant new skills, service of wine. I was
given a chance to improve my team working skills and how to cope with others at a work
place.

I met most of my objectives. I also learnt to see the world in a new way and that success only
comes through hard-work. Industrial attachment is important for the development of the
student and the theory learnt in college is relevant when put to practice.

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Chapter Eight: Appendices

Appendix A: Menu

STARTER

Veg clear soup

Chicken Celestine
Variety of Salads

MAIN COURSE
Panseared Fish Fillet
Honey Glazed Chicken -Live
Navarine of Lamb with Spring Veggies
Vyazi Karai
Garlic Saute Greens
Dal Tadka
Plantain Tempura
Oriental Stir Fried Veggies
Ugali
Gobhi Mutter Adraki
Vegetable Fried Rice
DESSERTS
Varieties (Chocolate Mud Cake, Chocolate, Lime Mango, Strawberry Mouse), White Forest
Cake, Black Forest Cake, Variety of Fruits, Banana Crumble, Fruit Tartlets)

Live Preparations
Pasta-3+3
Beef keema paratha (brown)-Indian
(Mint chutney, mint raita)

Food is our expertise and we make every meal a memorable

one!!!

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Appendix B: Photos

i. Set-up at the Buffet

ii. Set-up at Aqua Restaurant

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