MOI UNIVERSITY ANNEX CAMPUS

SCHOOL OF TOURISM, HOSPITALITY AND EVENTS MANAGEMENT

DEPARTMENT OF HOTEL AND HOSPITALITY

INDUSTRY BASED LEARNING ATTACHMENT REPORT FILE

THE THEME OF SAFETY AND HYGIENE ACCELERATED BY COVID 19 IN

THE HOSPITALITY INDUSTRY

NAME: LUCY NYAKIO MURITHI

REG NO: BHM/1730/21

COURSE CODE: BHM

COURSE TITLE: BACHELOR OF HOSPITALITY MANAGEMENT

PLACE OF ATTACHMENT: PANORAMA PARK HOTEL, NAIVASHA

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TABLE OF CONTENTS

Contents

ACKNOWLEDGEMENT...................................................................................................................1
DECLARATION.................................................................................................................................1
GENERAL INTRODUCTION............................................................................................................1
HISTORICAL BACKGROUND.........................................................................................................1
OWNERSHIP......................................................................................................................................1
LOCATION.........................................................................................................................................1
ORGANIZATIONAL CHART...........................................................................................................1
SAFETY AND HYGEINE ACCELERATED BY COVID -19 IN PANORAMA PARK HOTEL....1
Introduction..........................................................................................................................................1
Food and Beverage Production Department........................................................................................1
Brief Introduction.................................................................................................................................1
FOOD AND BEVERAGE SERVICE.................................................................................................1
Brief Introduction.................................................................................................................................1
FRONT OFFICE..................................................................................................................................1
Brief Introduction.................................................................................................................................1
Housekeeping Department...................................................................................................................1
Brief Introduction.................................................................................................................................1
PURCHASING AND STORES...........................................................................................................1
Brief Introduction.................................................................................................................................1
Health and Fitness center.....................................................................................................................1
CONCLUSION....................................................................................................................................1
LIMITATIONS....................................................................................................................................1
RECOMMENDATIONS.....................................................................................................................1
REFERENCES....................................................................................................................................1
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ACKNOWLEDGEMENT

Much gratitude to the Almighty God for the life and health he has granted to me.

I would also like to Thank the Panorama Park Hotel management at large for giving me

an opportunity to work in these premises. Much thanks to my lecturers for the support

and mostly my assessor Mr. Kamwea. I would also like to acknowledge the Panorama

Hotel staff for giving me an opportunity to work with them and also for helping me

learn a lot of new things and skills in the industry. I would also acknowledge my family

for their support during that time.

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DECLARATION

I hereby declare that this report is my original work and this report has not been

presented to another institution for any other purpose whatsoever.

Student’s Name: LUCY NYAKIO Sign: ___________________

This work has been presented to me as the attachment supervisor by Lucy Nyakio.

Lecturer’s Name: Ms. Rita Schulz Sign: ___________________

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GENERAL INTRODUCTION

HISTORICAL BACKGROUND

Lake Naivasha Panorama Park was opened in December, 2007 to add on to the premier

hotels in Naivasha after being under construction for three years. It has emerged to fill

the gap that has existed in Naivasha town and its surrounding. Naivasha with its

beautiful Lake Naivasha is an epicenter of tourist activities; as a result, there has been a

need to increase its conference and bed capacity not only to international tourists but

also to its swelling number of domestic tourists.

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OWNERSHIP

Lake Naivasha Panorama Park is a privately-owned establishment.

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LOCATION

Lake Naivasha Panorama Park is located just one kilometer from Naivasha town. It is

situated on a panoramic high land where one gets to experience the great view of Lake

Naivasha and

its environs. It is only 90 kilometers away from Nairobi city.

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ORGANIZATIONAL CHART

Owner (Director)

HRM
General
manager

Reservations
Manager

Front Restaurant Executive Head Purchasing Heead of

desk supervisor accountant
chef housekeeper and supply Security laundry
agents agents
head

Sous Housek
Waiters Store Laundry
chef eepers
keepers staff

Station
chefs

Kitchen
stewards
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SAFETY AND HYGEINE ACCELERATED BY COVID -19 IN PANORAMA PARK

HOTEL

Introduction

Hotels and other established organizations face a daunting and similar task re-

establishing trust with the public after the initial closure intended to flatten the surge of

covid cases. As a result, the hospitality industry assures the public that the facilities are

safe for both the staff and the guest and trust is essential. This trust is derived from

safety measures that are communicated well. Prior to covid 19, the hospitality industry

came up with safety and hygiene protocols to ensure wellbeing of products and services

offered.

Relatively, Panorama Park Hotel ensured hygiene and cleanliness often go hand in hand

with the services and products offered. Generally, the hotel has made sure that all staff

are vaccinated fully against covid 19 and they wear face masks appropriately. It also

has put measures and technological advancements in every department to curb the

spread of the deadly disease as discussed in this report.

Food and Beverage Production Department

Brief Introduction

The kitchen provides food and beverage to hotel guests through the restaurant, room

service, and packed lunch boxes for takeaway services. The kitchen is conventional,

with the preparation and finishing done in the same place. Below are the protocols put

in place in this department to prevent the spread of covid 19.

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i) Wearing of hand gloves

It is mandatory for all kitchen staff to wear surgical cloves when handling raw foods. It

is advisable to dispose the gloves after handling a particular food to prevent

contamination.

ii) Installation of hand washing stations

Hand washing sinks are installed at the entrance of the kitchen and at all working

stations. Clean running water and soap have been provided at each sink.

iii) Electronic Sanitizer Dispensers

Electronic sensor sanitizers have ensured that any person using them does not make

contact with the container. Installation of this dispenser at the entrance of the kitchen

has ensured that everyone entering including the waiters and non-kitchen staff

disinfects their hands.

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FOOD AND BEVERAGE SERVICE

Brief Introduction

The hotel offers full board meal, half board meals, and takeaway services. Lunch is

served with the option of an open air viewing the panoramic view of Lake Naivasha, at

the poolside, or in the main restaurant. Buffet and a la carte service methods are the

most applied. The measures put in place in the service department are discussed below.

i) Regular Fumigation

Panorama Park Hotel management has ensured that all food service areas are fumigated

weekly. This is done to disinfect any surface that might be contaminated due to a large

number of guests visiting the premises.

ii) Arrangement of tables

Social distancing is a great factor when it comes to prevention of spreading of covid 19.

This has led to the hotel ensuring that the restaurant arrangement is in accordance with

the government directive on one-meter social distancing.

iii) Cashless Payments

Payments in cash has been discouraged worldwide to curb covid 19 from spreading.

Therefore, the hotel has encouraged the use of visa cards, m-pesa transactions, and bank

deposits from known organizations.

iv) Masks and sanitizer dispensers

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Food service staff are encouraged to wear masks at all times. Electronic sensor sanitizer

dispensers are also installed at every entrance of the food service areas.
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FRONT OFFICE

Brief Introduction

The front office is the department that gives the first impression of the hotel to guests.

The reception guides the hotel guest and responds positively to their requests. Panorama

Park Hotel has put measures in this department also to curb the spread of covid 19 as

explained below.

i) Cashless payments

The front office department holds the core part of the hotel that receives payments and

processes invoices and receipts to guests and clients. They do this with the help of the

cashiers. Thus, encouragement of use of visa cards, m-pesa, and bank deposit has been

enhanced. This has helped greatly to minimize any contact between the hotel staff and

the guests.

ii) Sterilization of keycards

Room keycards are sanitized before issuing during the check-in process. Consequently,

the front desk receptionists are advised to ensure they sanitize them after checkout and

guest has handed over the keycards.

iii) Minimized direct interaction/contact

A glass barrier was installed on top of the reception desk counter to prevent direct

contact between the guests and receptionists while conversing. Social distancing has

also been encouraged among staff and guests and also among guests and guests.
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iv) Wearing of masks

Housekeeping Department

Brief Introduction

The hotel has 84 guest rooms with a holding capacity of up to one hundred and fifty

guests. It also has six conference rooms, the largest one holding up to 150 persons with

social distance due to the ongoing pandemic. It holds up to 300 occupants without

social distancing. The housekeeping department is responsible for cleaning and

maintaining the guest rooms, public areas, hotel compound, and the back of the house

areas. Provision of clean and fitting linen, and employee uniform also are under the

house keeping jurisdiction. The following are measures adapted to prevent spread of

covid 19 in this department.

i) Room Fumigation

Rooms are fumigated every day before any check-in occurs and after a guest has

checked out. The housekeepers are responsible for the fumigation to do away with the

any presence of covid 19 disease causing viruses. It has helped a lot to contain covid 19

disease.

ii) Changing of sheets and beddings

As it is the norm in all hotels to change the beddings in an occupied room, Panorama

Park Hotel has enhanced this by ensuring the clean sheets and beddings are sanitized

accordingly before use.

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iii) Installation of hand washing stations in the public areas

The public area, being under the housekeeping department, from the gate to the inner

most parts of the hotel, has been installed with numerous hand-washing stations. Taps

containing running water are available together with soaps. Availability of these

amenities has encouraged guests to regularly wash hands after visiting any part of the

hotel.

iv) Creating public awareness

The public areas have been installed with notices and diagram illustrations enforcing

various ways to prevent spread of covid 19. These include reminding people to sanitize

their hands often, maintaining social distance, avoiding overcrowded places, washing

hands with soap and running water, and ensuring good personal hygiene practices.

PURCHASING AND STORES

Brief Introduction

Purchasing and supply is done once a week, every Tuesday. This process takes

approximately 10 hours where goods are received, recorded and then stored at their

appropriate store rooms. To prevent spread of covid 19, this department has also

ensured various strategies are in place as discussed below.

i) Restricting unnecessary entries in stores

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Goods and commodities are stored at a centralized place for issuing to different

departments. During issuing, the hotel has made sure a minimal number of people have

access to the stores to prevent numerous contacts with the goods. It has been made

possible that only supervisors are granted the entry to the stores and pick the necessities

of their departments.

ii) Providing adequate supplements to curb the disease

It is the role of the purchasing department to ensure all other departments have the

necessary equipment and chemicals to help fight and stop the spread of covid 19.

Therefore, this department keeps good record of the availabilities of these necessities

and ensure the hotel will never go short of them when needed.
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Health and Fitness center

The health and fitness department offers services such as the gym, aerobics, massage,

salon, barber, sauna, and steam bath. This is a department that involves too much

contact among guests and staff thus requires maximum care and effective measures to

curb the spread of covid 19 as follows:

i) Sterilizing of equipment

The gym instructor ensures that all equipment such as weights and treadmill are

sanitized after every use and before the next person uses them.

ii) Wearing of masks and sanitizing

The hairdresser, barber, and the masseur are encouraged to wear masks and sanitize

regularly while attending to clients.

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CONCLUSION

It was a great learning experience with skills and knowledge installed in me. I got to

learn the important aspects of teamwork and time management and also working under

minimum

supervision. All these aspects lead to quality service thus guest satisfaction. Covid-19

has been a challenge but also has really initiated good hygiene and cleanliness in

Panorama Park Hotel and it has really increased the guests trust to the establishment

since the hotel shows that they care about the guest health and safety.

LIMITATIONS

Some of the guests were resistance to the protocols put in place such as washing hands

and maintaining social distancing.

RECOMMENDATIONS

Giving a brief information about the measures that have been put in place that are to be

adhered and it is for their own good and not for the hotel.
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REFERENCES

Panorama Park hotel. (2007). Retrieved from https://www.panoramaparkhotel.co.ke/