INDUSTRIAL ATTACHMENT

REPORT AT JOVENTURE

HOTEL

NAME: ODUOR MISHEL AKINYI

COURSE: DIPLOMA IN FOOD AND BEVERAGE

ADM NO: 16802

DEPARTMENT: HOSPITALITY

THIS REPORT IS FOR THE PARTIAL FULFILLMENTOF THE REQUIREMENT

FOR THE AWARD OF DIPLOMA IN FOOD AND BEVERAGE TO SANG’ALO
INSTITUTE OF SCIENCE AND TECHNOLOGY

DURATION: JANUARY-MARCH 2023

 DECLARATION

Declaration by the Student

This attachment report is my original work and has not been presented for a degree/diploma or certificate
in any other University or college

Name…………………………..………Sign……………………… Date ………………………

Admission number:………………………………………………….

Declaration by the Supervisor

This attachment report has been submitted for examination with my proposal as the Kenya
institute of management studies supervisor.

Name: ……………………………Signature……………………… Date ………………………

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DEDICATION.
I would like to dedicate this report and hard work during my course work attachment at Joventure
hotel to my family particularly for their moral and financial support that has taken me this far. Much of
my appreciation goes to my lecturers, colleagues, and my supervisor at Sang’alo institute of science and
technology and other who offered their valuable and unending assistance to me in one way or the other
during my period of attachment.

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 ACKNOWLEDGEMENT
It’s my pleasure to acknowledge Joventure hotel for offering me a chance of carrying out my industrial
attachment in that organization, where I learnt a lot through their generous assistance. I’m thankful to
Procurement department at Joventure hotel and other department within Joventure hotel for exercising
my tactical, technical and managerial skills which form basis of this report. Lastly I’m expressing my
sincere gratitude to my supervisor for his moral, technical and managerial skills he assisted me to
acquire

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ABSTRACT
The purpose of this report is to provide the details of the institution of attachment, a description of
all the activities undertaken during the attachment period, the lessons learnt and challenges faced
during the same.

Industrial Attachment was introduced to inspire the students with practical and technical skills, as a
partial fulfillment for the award of a Certificate, Diploma or a Degree and to introduce the students into
working life.

The training time allows the students to link the theoretical principles learnt in the higher learning
institutions and the real life professional and technical application.

It gives the students the practical skills and the work environment philosophy, to use their skills and
principles learned in class to serve the institutions and the society in general.

Due to the above reasons, Sang’alo institute has organized 3 months of training in any institution of
students’ choice to give every student an opportunity to apply the skills and knowledge achieved during
the course of study and to acquire new skills in managing relationship and carrying out the jobs
assigned.

This is the reason why I joined Joventure hotel to be trained in order to get practical skills and cut a
niche for myself in the procurement industry.

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Table of Contents
DECLARATION.....................................................................................................................................................ii
DEDICATION..................................................................................................................................................iii
ACKNOWLEDGEMENT.....................................................................................................................................iv
ABSTRACT.............................................................................................................................................................v
SECTION ONE.......................................................................................................................................................1
1.0 INTRODUCTION...................................................................................................................................1
OBJECTIVES OF ATTACHMENT.................................................................................................................1
BENEFITS TO STUDENTS..............................................................................................................................2
SECTION 1.1 BACKGROUND OF MY ATTACHMENT AREA....................................................................3
Hotel Profile.............................................................................................................................................................3
SECTION 2: ACTIVITIES DURING ATTACHMENT.....................................................................................7
2.1 General Description......................................................................................................................................7
2.2 Restaurant and Banqueting........................................................................................................................7
2.2.1 Restaurant Operations....................................................................................................................7
Serving dinner.....................................................................................................................................................9
Mise-en-place for breakfast..............................................................................................................................10
Serving breakfast..............................................................................................................................................10
Mise-en-place for lunch....................................................................................................................................10
Other operations...............................................................................................................................................11
Banqueting operations......................................................................................................................................11
Setting up conference rooms............................................................................................................................11
Serving conference guests/waiting at conferences..........................................................................................12
Replenishing a conference room......................................................................................................................13
Bar......................................................................................................................................................................13
Kitchen...............................................................................................................................................................13
Kitchen sections and their operations..........................................................................................................14
Breakfast section..........................................................................................................................................14
Larder section...............................................................................................................................................14
Vegetable section.........................................................................................................................................14
Saucier sections............................................................................................................................................15
Pastry section...............................................................................................................................................15

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 Porters..........................................................................................................................................................15
Personnel in the food and beverages department..........................................................................................15
Banqueting Supervisor..................................................................................................................................15
Head Chef.....................................................................................................................................................15
3.5.1 Chefs.............................................................................................................................................16
3.5.2 Waiters..........................................................................................................................................16
3.5.3 Cashiers.........................................................................................................................................17
SECTION 3............................................................................................................................................................18
Challenges and recommendations.............................................................................................................18

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SECTION ONE
1.0 INTRODUCTION

The industrial attachment training is an essential component of the curriculum of Sang’alo

institute of science and technology and therefore no graduation without the industrial
attachment.The attachment period is usually maximum of twelve weeks, during which the
student is expected to acquire additional practical experience to supplement, their course
of study in the institution. They are also exposed to the real world of work and its
challenges which will preparethem towards their future careers.

This report is the outcome of the eight weeks practical training I had at Joventure
hotel

OBJECTIVES OF ATTACHMENT
Some of the important objectives of the industrial attachment are as follows

 To assess the interest of the student in the occupation he/she plans to undertake.

 To expose the students to work methods not taught in the College and to provide
access toproducts equipment not normally available in the environment of the
College.
 To provide the students with an opportunity to apply knowledge in real work
situationthereby closing the gap between College work and the actual practice.
 To make the transition from school to the world of work smoothly and to enhance
studentcontacts for job placement.
 To enlist and strengthen employers involvement in institutional activities and in the
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 entireeducational process of preparing the students for employment in industry.
 To enhance industry´s satisfaction with the graduate of the Faculty in particular
and theCollege at large.
BENEFITS TO STUDENTS

The industrial attachment seek to offer students a practical translation of the theory they
have been taught. It has also got individual benefit of liaising the college to the industries,
hence brightening the employment chances of the students in the college. Through this
attachment, I have generated a good interpersonal relationship through my interaction with
my supervisors andcolleagues. This has assisted me to interact confidently with people
irrespective of the position.

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SECTION 1.1 BACKGROUND OF MY ATTACHMENT AREA
Hotel Profile

Established in 2008 as Joventure Guest House then later incorporated to a limited company as
Joventure Hotel Ltd in 2015, Joventure Hotel Limited has catered for the growing demand of
accommodation, catering and conference services within the Western Kenya tourism circuit.
Years of working in the region has provided Joventure Hotel with valuable insights, local
knowledge and cultural sensitivities that we share with all our guests through genuine
connections in each community.

As our portfolio continue s to grow being.located off KISUMU-KAKAMEGA highway along

KIBOS road approximately 3km drive from Kisumu International Airport and 300m from
Kondele flyover we remain committed to our signature in promoting local tourism and
hospitality with great respect for the local environment.

THE MANAGEMENT TEAM

Joventure is multicultural and believes in the importance of understanding our guests needs and
limitation s by providing a full range of professional services in a prompt and cost effective
manner,

Combining the industries finest skills and talents with insightful perspectives and valuable
insights. Our management team brings a diversity of experience and proven track records in
hospitality and tourism to our owners. This ensures secure, financial profitable investments and
equally rewarding personal memories to our guest.

CORE VALUES

SERVICE EXCELLENCE

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We are committed to the pursuit of service excellence.

INTEGRITY

We promote integrity through our respect for individuals, communication of expectations,

consistency and fairness in our action9. This integrity permeates through all we do.

LOYALTY

We epitomize loyalty by working hand in hand collaboratively with our guests, employees,
partners and suppliers to exceed shared goals.

ACHIEVEMENT

We continually find better ways to pursue our company and personal goals. Joventure Hotel
is committed to providing t raining, support and growth opportunities for its team members to
ensure a rewarding and secure future.

TEAMWORK

We work as a team at all levels, recognizing each team player contributes to the team’s success
by t heir competence, preparation, determination and commitment.

EXCELLENCE

We commit our best in everything we do, striving for professional excellence by exceeding
expectations and distinguishing ourselves through superior performance.

INNOVATION

We foster a culture where independence of thought and personal strengths are valued, where
team members are recognized for their creativity, motivation, tenacity and passion. We

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 encourage innovative thinking that promotes beneficial change for both the individual and the
company alike.

JOVENTURE HOTEL LIMITED FACILITIES

When you arrive at the hotel you will receive a friendly smiling welcome which will make you
feel at home through away from home.

1. ACCOMMODATION FACILITIES

The hotel boasts of its 67 modem system rooms self-contained d fitted with hot water,
heaters, Air Conditioners, digital T Vs, WIFI and DSTV. These are classified as follows:

Standard room, Deluxe rooms, super deluxe rooms, Executive rooms

Rooms are guaranteed to be ready after 2pm the rooms are cleaned and serviced daily. Porter
service available.

2. RESTAURANT FACILITIES

We have a lovely and decorated restaurant on the first floor with delicious foods and soft drinks
available all day. The restaurant boasts of the most experienced and certified chefs and
therefore enjoy your favorite meals. Our restaurant offers both local and international menu.

3. BAR AND GRILL

Sit back, relax and welcome to Joventure bar. A place to be seen, meet, mingle and network.
Comfortable soft seating and flat screen allows you to enjoy your favorite games, beverages and
mouthwatering nyama choma.

4. CONFERENCE FACILITIES

 EQUATOR HALL Capacity l5pax

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 VIP HALL Capacity 30pax
 NEW HALL Capacity 30pax
 ELGON HALL Capacity 40pax
 VICTORIA HALL Capacity 70pax
 KILIMANJARO HALL Capacity 300pax
CONTACT INFORMATION

TELEPHONE: + 254 710 714 189

POSTAL ADDRESS: 2761-40100, KISUMU KENYA

EMAIL ADRESS: joventurehotel.ilimited@gmai l.com

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SECTION 2: ACTIVITIES DURING ATTACHMENT
2.1 General Description
Joventure hotel does have a Food and Beverages department headed by one manager but rather
as two different sections which are Restaurant and Banqueting and Kitchen. The Banqueting
supervisor is the head of the Restaurant and Banqueting department and also the bar manager.
The kitchen is headed by two Head chefs. Both the Head chefs and banqueting supervisor report
to the General Manager. These two sections are the largest departments in terms of man-power
and resources.

The kitchen produce the food and banqueting will provide waiters who will serve the guest.

2.2 Restaurant and Banqueting

2.2.1 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.

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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
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 3.1 table setting for an a la carte menu

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

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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 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 Joventure hotel has a minimum of seven dishes. The first three dishes would be of
starches and Sadza is a must to be served. Then there will be three or four of protein and one of
mixed vegetables/or vegetables and the last one will have gravy. 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.

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Mise-en-place for breakfast
The mise-en-place is similar to that of dinner but for breakfast there will be cleaning of
teaspoons, cups and saucers. We would prepare tea flasks; two for Rooibos tea, two
for Tanganda tea and two for Coffee; and juice jugs for three different fruit juices.

The tables would be set as follows; see pictures below

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.

Serving breakfast
The first thing is to greet the guest(s) and escort them to the cereals table or to the table if an a la
carte. At the cereal table there would be three varieties of cereals, three varieties of fruit juices
and milk, both hot and cold. The buffet has a minimum of seven dishes. The a la carte menu for
breakfast is similar to the buffet only that the food would be served from the hotplate.

When serving breakfast the waiters’ task will be to pour tea for the guests, clear tables, taking
orders from the guests and making tea and coffee. It is the duty of the waiters to replenish cereals
and making sure the tea is still hot.

After serving the entire guest, two waiters are tasked to set the table for management and serve
them. When setting the table for management instead of using linen serviettes, paper serviettes
are used and they can only have eggs and all the food that might have remain during guest
service. While serving management the other team members will be doing mise-en-place for
lunch.

Mise-en-place for lunch

It is similar to that for dinner. The difference is the workload. Joventure hotel usually have more
guests during lunch time than breakfast and dinner. This is because conferences have a lunch
package and the hotel thrives on conferences. The serve is the same as that for dinner.

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Other operations
The restaurant personnel are also responsible for providing room service. 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.

Apart from selling the menu the restaurant also sells platters. There are three types of
platter; small, medium and large platters. These are ideal for guest drinking alcoholic
beverages and usually the orders for platters come through from the bar.

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.

Below is a picture of a U-shaped conference style at the Whitehouse conference room

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Figure 3.2 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 four sheets of writing pads, a pen, a whisk glass and a 500ml
bottle of mineral water. For every four people there must be a juice jug for mazoe orange crush
or blackberry or any juice the guest may have requested and crystal mints/ endear mints.

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 co-ordinator 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

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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.

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.

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.

Kitchen
The kitchen is responsible for preparation of all the hotel food. It is run by the head chefs. There
was reshuffling of the kitchen structure which saw the exit of executive chef and being replaced
by two head chefs. The shifts are similar to those of the restaurant and banqueting department.
The head chefs are seconded by the sous chefs and the sous chef will be in-charge of the
kitchen during the night shift.

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There are two kitchens at Joventure hotel; the main kitchen and the pastry kitchen. The pastry
kitchen is situated at the Main Lodge although the property is no longer owned by Joventure
hotel. The pastry kitchen is headed by the Pastry chef who reports directly to the Head chefs and
the pastry chefs is quasi-independent from the main kitchen as it has its own requisition book and
pantry for food storage.

To carry out its operations successfully the kitchen is divided into different sections for a smooth
flow of operations. The sections are Larder, vegetable, breakfast, saucier and pastry though
pastry is a more stand alone.

Kitchen sections and their operations

Breakfast section
The breakfast chef is the first one to get in the kitchen. He may even start as early as 04:00hrs in
order to finish preparing all the dishes before seven o’clock. The breakfast menu at Joventure
hotel consists of seven dishes and these are; star tomatoes, baked beans, potato sauté, pork and
beef sausages, bacon and eggs.

Larder section
This section mainly prepares cold foods; salads and sandwiches for conference teas. This
section is also responsible for garnishing the buffet serving area. The section taught me to be
creative when garnishing buffet and making salads.

The larder chef starts work at six o'clock and the first thing would be to cut bread and make
sandwiches for conference guests. The sandwiches should be ready by ten o'clock. Then after
making the sandwiches she will turn attention to making cold salads for lunch. She must
come up with three dishes of salads.

Vegetable section
This section is responsible for making vegetables and starch foods. To successfully complete
lunch preparation mise-en-place is done the previous night. The mise-en-place involves cutting
vegetables like broccoli, cauliflower, butternuts and carrots and peeling potatoes is they are on
the menu.

The vegetable section taught me to be confident as on some occasions especially Friday I would
be working on the section alone being supported by the sous chef.

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 Saucier sections
Prepares all the protein dishes especially meat and the sous chef is the head of this section. Its
dishes are the most important on the menu.

Pastry section
All the baking is done here. They make all the desserts for the meals offered at Joventure hotel.
For breakfast and conference teas they make muffins, scones and cakes.

Porters
This section is responsible for all the cleaning done in the kitchen. They are also responsible for
cooking Sadza for the guests and preparation of staff meals.

The student was able to perform duties in all of the above kitchen sections.

Personnel in the food and beverages department

Banqueting Supervisor
 Responsible for the smooth running of the department
 Budgeting for the department –weekly, monthly and yearly budgets
 Cost control
 Inventory management specifically equipment, crockery, cutlery and silverware
 Forecasting conference needs trend
 Direct management of the bar

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

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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 organisation, 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.

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.

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

3.5.2 Waiters
 Conference room waiting.
 Preparation of teas

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

3.5.3 Cashiers
 Creating invoices for conference utilities and lunch
 Making up bills for restaurant personnel
 Posting transactions on Hostit Hotel Management System

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SECTION 3
Challenges and recommendations
 The personnel in the department are lowly motivated. –the management must always find
ways to motivate the employees and show appreciation when a good service has been
offered. The hotel may give the staff a 2% tip on every sale made and this can drive the
employees to work and maximise on sales.

 Shortage of essential commodities. –tooth picks would run out during service and guests
would complain. Some of the commodities would be bought late thereby affecting final
output, for example some steak would be delivered at 12:00hrs and expected to be served
during lunch which would be starting at 13:00hrs. Yes the steak would be cooked by
13:00hrs but it would be of poor quality. Proper planning should be done in stores and
purchasing to ensure the availability of all commodities when needed.

 Little appreciation of effort put up by trainees and lack of confidence in the abilities of
trainees. –had to put extra effort to convince and change the mind set of supervisors and
other permanent staff by proving my worthiness and skills

 Poor customer care. –specifically kitchen staff. The staff has a belief that only waiters
should practise good customer care. When a customer complains about the portion of
food received or may need an extra portion they may respond with coldness that a waiter
might be left with no clue of what to tell a guest. There is a need to train employee good
customer care and why it is important to the organisation.

 The department is understaffed. –relaying heavily on the trainees to deliver service due to
lack of permanent staff. On one incident I over-cooked rice since I was working alone
with no supervision and the guests had to eat the poorly cooked rice as there was no time
to correct the mistake due to the high workload.

 Before commencing work in the department I had no any prior knowledge of how things
are done in the department as compared to student from other departments who had gone
through some of the task through practicals in at college. So I suggest the department of
Food and beverage at the colllege should find ways to encompass the learning of
practicals before going to attachment.

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