Professional Documents
Culture Documents
Salim at Tony
Salim at Tony
By
Salim Mohammed
(ID.No:06080/10)
ID 06080/10
UNIVERSITY OF GONDAR
Declaration
I Salim Mohammed hereby declare that the report entitled A Report on Tony Dot Hotel, Adama
“organizations and functions” submitted to the department of tourism management, university of
Gondar in Partial fulfillment of the requirement For the subject Practical attachment
(TMGT3091) is a record of the original report work done by me and that it has not formed before
the basis for the award of any degree, diploma or any similar titles.
Salim Mohammed
December 2019
Preference
This report is prepared based on my practical training attachment work done at Tony Dot Hotel.
In my report I have tried to give deep in sight about the practice.
In my report there are important point related my training and resource, Categorized in 5
chapters which consists about the Hotel.
I would like to take this opportunity to express my gratitude to Tony Dot Hotel and its
employees for their contribution.
Acknowledgement
First of all, I have the pleasure to express my gratitude to Almighty Allah for giving me the
opportunity to complete my internship program and finally to prepare this report.
Secondly I would like to express my sincere thanks and gratitude to the General Manager of
Tony Dot Hotel Mr. Tony Ellis clerk for giving me the opportunity to complete my internship
in their organization.
I would like to express my special gratitude to my supervisor Abel Negede he has been the
perfect advisor. Under whom I have completed my one month’s internship program. Starting
from the first day of the Internship, he has been a constant source of moral support and
encouragement. He has done so much to help me establish confidence in my work. There have
been times when I felt like he believed in me even more than I believed in myself. I will forever
be grateful for the time and effort that he invested in me. I hope that I can be worthy of his
unending trust.
I am also grateful to all employees of Tony Dot Hotel who answered my all questions regarding
my study with a smiling face. They helped me such a way which helped me to feel comfortable
there and thus I have completed my report properly.
Last but not the least; I want to express my deep gratitude to my parents, specially my mother
Merem Mohammed and my best friend Asrat bekalo whose enormous helps assist me to
complete this report. I want to remember my department, teachers. I am also grateful to the
Department of Tourism Management and university of Gondar for providing me such an
opportunity to come to real situation.
Chapter One
Introduction
Tony Dot hotel is one of the best hotels in adama town. The hotel is modern, comfortable and
clean hotel. The hotel is conveniently located in adama town. It is only about 1 km from gada
hall and near to Tokuma Hotel. It is approximately 45 minutes from Addis Ababa city to Adama
town and 25 km [20 minutes] from the natural spring recreational center sodere, and also12 miles
from Senkele Swayne's Hartebeest Sanctuary.
Tony Dot Hotel in Adama features a number of amenities including a bar, featuring a 24-hour
front desk, stable electricity, luggage storage facilities, on-site and nearby parking space, laundry
service and room service. The premises are also guarded by security personnel. This property
also provides guests with a restaurant. Each room has a balcony with city views. At the hotel,
every room includes a desk. Complete with a private bathroom equipped with free toiletries, all
rooms at Tony Dot Hotel have a flat-screen TV and air conditioning, and some rooms have a
seating area. All units will provide guests with a fridge. A continental breakfast is available each
morning at the property.
Adama town is center for conference tourism events, commerce and attractive natural location
attracts more people to Adama and choose Tony Dot Hotel Adama is mostly for its;
Provides 24 hrs centrality boiler system
Center & quite for Conference and Training facilities
Comfortable and decorated rooms
Provides Business center service including Fax sending & receiving, email, scanning, photo
copying, normal & color printing, laminating and Binding
Banking service
Excellent restaurants serving Ethiopian and international dish
Laundry and Dry cleaning service
Air Ticket service
Indoor and Outdoor catering service
Wedding ceremony and others different events
Adequate car parking from the front and back view
Free High speed Wireless Internet connection service
Foreign currency exchange
ATM and Credit card service
24 hrs Stand by Generator
Guest amenities
On line reservations and booking
1.2. Tony Dot Hotel Vision/ Mission/ Value (VMV)
Equality
Humanity
There was a nice treatment from the time accepted until the time I have started my training. The
G. Manager in Tony Dot Hotel accepted me very friendly and helpfully and giving proper
information in addition to this before I started the job I received a proper orientation from my
supervisor Ato Abel negede. There was also a nice training the training gives to me almost all
experience at I should learned from the Hotel and it helped to me to take experiment on much of
the courses of Introduction to Hotel operation and Front office management that I have learned
from my regular class Generally I have got enough information and treatment that was important
for my attachment and all of the information was very important and abundant for me.
I was taken my training in Best Hotel which furniture and structure speaks much about its
Strength
I have practiced many of my theoretical knowledge which I have got from my regular
class by the help of my supervisors.
The entire staff member is graduated from certified Tourism and Hospitality institutions
because of this They easily answer my question and this makes my training more
comfortable and qualified
Chapter 3
Job Background and Information
3.1. General Information about the hotel
The name of the Hotel that I have done my practical attachment is known as Tony Dot Hotel,
Adama, one of the best hotels in adama town. The hotel is modern, comfortable and clean hotel.
The hotel is conveniently located in adama town. It is only about 1 km from gada hall, features a
number of amenities including a bar, featuring a 24-hour front desk, stable electricity, luggage
storage facilities, on-site and nearby parking space, laundry service and room service.
Employees
There are 35 employees in Tony Dot Hotel Most of them have graduated from recognized
institutes in tourism and hospitality.
Excellent communication skill for dealing with customers and must know the local
language and English as a foreign language
Good inter personal and language skills
My role was working in the departments that the supervisor assigned me namely front office,
housekeeping, food production, food and beverage service and meeting hall. It was a big
experience for me.
Front Desk
Uniformed services
Concierges
Front Office Accounting System
Private Branch Exchange (PBX), a private telephone network used within an organization
Back-House Operations
Front Office staff conducts these operations in the absence of the guests or when the guest’s
involvement is not required. These operations involve activities such as −
Pre-arrival
It is the stage when the customer is planning to avail an accommodation in the hotel. In this first
stage, the customer or the prospective guest enquires about the availability of the desired type of
accommodation and its amenities via telephonic call or an e-mail. The customer also tries to find
out more information about the hotel by visiting its website.
At the hotel end, the front office accounting system captures the guest’s information such as
name, age, contact numbers, probable duration of stay for room reservation and so on.
Arrival
The front office reception staff receives the guest in the reception. The porters bring in the guest
luggage. For the guest with confirmed reservation, the front office clerk hands over a Guest
Registration Card (GRC) to the guest and requests the guest to fill in personal information
regarding the stay in the hotel. The clerk then registers the guest in the database thereby creating
a guest record and a guest account along with it. Later, the clerk hands over a welcome kit and
keys of the accommodation. After the procedure of registration, the guest can start occupying the
accommodation.
Occupancy
During occupancy, a front office accounting system is responsible for tracking guest charges
against his/her purchases from the hotel restaurants, room service, bar, or any outgoing telephone
calls made via the hotel’s communication systems. The front office staff is responsible to
manage and issue the right keys of the accommodations to the right guests. On guests’ request,
the staff also makes arrangement for transportation, babysitting, or local touring while the guest
is staying in the hotel.
Departure
During guest departure, the front office accounting system ensures payment for goods and
services provided. If a guest’s bill is not completely paid, the balance is transferred from guest to
non-guest records. When this occurs, collection becomes the responsibility of the back office
accounting division.
At the time of guest departure, the front office staff thanks the guest for giving an opportunity to
serve and arrange for handling luggage. In addition, if the guest requires airport or other drop
service, the front office bell desk fulfils it.
The front office must provide lists for expected arrivals and departures for the day in advance,
and notify housekeeping of actual arrivals and departures as and when they occur. The font
office is not allowed to assign guestrooms until the rooms have been cleaned, and released by the
housekeeping department.
In any establishment there are three department particularly concerned with accommodation:
The reception department, whose staff sell and allocate the rooms
The housekeeping departments, whose staff plan, provide and service the rooms.
The maintenance department, whose staff provide adequate hot and cold water,
sanitation, heating, lighting and ventilation as well as maintaining and repairing
individual articles and area within the rooms operation.
Importance of Housekeeping
Housekeeping is an operational department in a hotel, which is responsible for cleanliness,
maintenance, aesthetic upkeep of rooms, public area, back area and surroundings. A hotel
survives on the sale of room, food, beverages and other minor services such as the laundry,
health club spa and so on. The sale of rooms constituter a minimum of 50 per cent of these sales.
Thus, the major part of the hotel’s margin of profit comes from the room sales, because a room
once made can be sold over and over again. The effort that a housekeeping department makes in
giving a guest a desirable room has a direct bearing on the guest’s experience in a hotel.
Guestrooms are the heart of the hotel. The housekeeping department not only prepares clean
guestroom on a timely basis for arriving guest, but also cleans and maintains everything in the
hotel so that the property is as fresh and attractive as the day it opened for business.
Housekeeping, thus, is an ancillary department that contributes in a big way towards the overall
reputation of a property.
It is rightly said that housekeeping is a 24 x 7 x 365 operation. Imagine the stacks of linen
needed to make up all the beds in a hotel, the miles if carpeting, floor, walls and ceiling to be
cleaned and maintained, and cleaning compounds along with special tools and equipment needed
in order to clean.
Other than hotels, professional housekeeping services are very much in demand in hospitals, on
cruise liners, at offices and more. Since most such organizations prefer to outsource these
functions, contract housekeeping is becoming a popular in these days.
Role of Housekeeping Department
Housekeeping plays a very important role in hospitality industry such as:-
To achieve the maximum possible efficiency in ensuring the care and comfort of guests
and in the smooth running of the department.
To establish a welcoming atmosphere and ensure courteous, reliable service from all staff
of the department.
To ensure a high standards of cleanliness and general upkeep in all areas for which the
department is responsible.
To provide linen in rooms, restaurants, banquet hall, conference venues, health clubs, and
so on, as well as maintains an inventory for the same.
To provide uniforms for all the staff and maintain adequate inventories for the same.
To cater to the laundering requirements of the hotel linen, staff uniforms and guest
clothing.
To Provide and maintain the floral decorations and maintain the landscaped areas of the
hotel.
To coordinate renovation and refurnishing of the property as and when, in consultation
with the management and with interior designers.
To deal with lost and found articles.
To ensure training, control and supervision of all staff attached to the department.
To establish a good working relationship with other department.
To ensure that safety and security regulations are made known to all staff of the
department.
Office of the Executive Housekeeper − the administrative work of the department is carried out
here.
Housekeeping Control Desk − It is accessible and operational 24 hours a day. The housekeeping
staff reports at the start and end of the shift here. There are notice boards, storage shelves,
registers, lost and found cupboard, and key-hanger matrix.
Laundry Area − Washing, ironing, dry cleaning, folding of linen and staff uniform takes
place here.
Linen Room − Here, the linen of the hotel such as bed-sheets, towels, pillow cases, etc.,
are stored, collected, and carried to the required places in the hotel.
Uniform Room − the staff uniforms are collected, stored, and distributed from here.
Tailor Room − Here, stitching and repairing of linen and uniforms takes place.
Housekeeping Stores − It is a storage area where the cleaning equipment and items, and
guest supplies are securely stored.
Flower Room − It is an air-conditioned room with worktables, sink and water supply,
cupboards to store vases and stones, and a counter.
Lost and found − stores all the items left by the guests. It directly communicates with the
front office desk, as there the guests tend to first enquire about their lost articles.
Guest Rooms
Guest Bathrooms
Public Areas such as Lobby and Lifts
Banquets and Conference Halls
Parking Area
Sales and Admin Offices
Garden
Apart from the cleaning task, the housekeeping is also responsible for handling keys of each
floor. In addition, it manages the laundry, which is often at some places considered as a sub-
department of housekeeping.
COORDINATION OF HOUSEKEEPING WITH OTHER DEPARTMENTS
The Housekeeping department should ensure maximum co-ordination with other department to
provide high quality service
Most of the star-ranked hotels offer multiple F&B services in their hotels. They can be −
Restaurant
Lounge
Coffee Shop
Room Service
Poolside Barbecue/Grill Service
Banquet Service
Bar
Outside Catering Service
The F&B Services personnel are responsible to create the exact experience the guests wish for.
The department consists of the following positions −
Ensuring profit margins are achieved in each financial period from each department of
F&B service.
Planning menus for various service areas in liaison with kitchen.
Purchasing material and equipment for F&B Service’s department.
The Assistant Food & Beverage Service Manager is aware of and is tuned to all the work the
F&B Services Manager performs and carries out the same in the absence of his superior.
Restaurant Manager
The Restaurant Manager looks after the overall functioning of a restaurant. The responsibility of
this staff member include −
Banquet Manager
Bar Manager
A Food Safety Supervisor is a person who is trained to recognize and prevent risks associated
with food handling in an F&B Services business. He holds an FSS certificate that needs to be no
more than five years old. He is required in an F&B Services business so that he can train and
supervise other staff about safe practices of handling food.
Kitchen Stewarding
The Kitchen Stewarding department strives to ensure cleanliness, preparedness, and orderliness
in the commercial kitchen so that the kitchen staff can work efficiently. It also ensures that all the
tools and utensils required for a specific meal or cooking task are cleaned properly and are ready
to go. The kitchen steward is a working link between the F&B Services and the commercial
kitchen.
Dishwashing
The Dishwashing department is responsible for providing clean and dry supply of glassware,
chinaware, and cutlery for bar, banquet, lounge, and restaurant service.
Laundry
The F&B department is highly reliable on laundry department or outsourced laundry services for
timely supply of dry-cleaned and wrinkleless linen.
F&B Staff Attitudes and Competencies
Each member of the F&B department hierarchy needs to have the following traits and skills −
Knowledge
Awareness of one’s responsibilities and roles, appropriate knowledge of food items, food and
beverage pairing, etiquettes, and service styles is a great way to build confidence while serving
the guests.
Appearance
It creates the first impression on the guests. The F&B staff members must maintain personal
hygiene, cleanliness, and professional appearance while being on duty.
Attentiveness
Attentiveness is paying sincere attention to details, memorizing the guests’ needs and fulfilling
them timely with as much perfection as one can put in.
Body Language
The F&B Services staff needs to conduct themselves with very positive, energetic, and friendly
gestures.
Effective Communication
It is very vital when it comes to talking with co-workers and guests. Clear and correct manner of
communication using right language and tone can make the service workflow smooth. It can
bring truly enhanced experience to the guests.
Punctuality
The F&B Services staff needs to know the value of time while serving the guests. Sincere time-
keeping and sense of urgency helps to keep the service workflow smooth.
These two core values in any well-brought-up person are important for serving the guests in
hospitality sector.
A Chef is involved from purchasing to deciding the menu, supervising the kitchen, maintaining
the quality of food, sanitation standards, and coming up with new dishes. Food Production
department comprises of main kitchen, banquet kitchen, soup section, pantry section, pastry
section, baking & confectionary section, and vegetable section. Sections may vary based on the
scale and star category of a hotel or hospitality establishment.
As a trainee during my overall stay in this section of the kitchen I was responsible to help the
section cooks by washing, peeling, and chopping vegetables.
This department prepares different kind of food within twenty four hours with the
request of customer and for future usage.
Number of employees is works under three shifts. Each shift has at list ten employees.
There is a special area within food production department that is called Kitchen. In this
kitchen every aspect of Food production are processed with the help of both different
contemporary kitchen equipment and manual labor.
The chef has long year working experience, and he works seven days per week and eight hours
per day. His major responsibilities are:
Always wash your hands when you are sick and handling food
Always have your hair tied back as it can go in to the food
Always use the separate chopping boards for the appropriate food
Always have a clean work space as rodents and bugs can enter if it’s dirty
Always wash and clean your fresh fruit and veggies before cooking
No jewelry (earrings, ring UN less it is marriage etc.)
Wear Flat shoes.
No perfume.
Staff members should take shower daily.
No nail paints
No smoking
Avoid chewing gum
Safety rules
Do not play around with a knife as you can easily hurt someone
Electrical items and water do not mix as it can electrocute you
DO NOT leave your food unattended whilst it’s cooking
Make sure you always switch off the gas after use
This department is interrelated and cooperated in the production and selling of food and beverage
items. The production department prepares different dishes according to the order of the guest.
The guest order is provided to the production department by the service staff. After the dish is
prepared it are the service staffs who contribute for the selling of the dish.
All sales, services, advertising, promotions, and public relations are taken care of by this team.
Security
Security manager and security workers work to keep the property safe and secured from external
hazards.
Accounts
It conducts all financial activities like producing bills and receiving payments, computing
employees’ compensations and delivering payments. They also carry out the activities such as
compiling monthly and annual income statements, depositing and securing cash, and controlling
and monitoring assets.
Maintenance
The Maintenance department is responsible for the maintenance of the property. It takes care of
repairing furniture and fixtures, and painting the required area. When the hotel is small, these
works are contracted from an outside agency.
It is responsible for keeping all of its equipment operational. The duties include maintaining
telephone, hotel management software, internet etc. It is also responsible for implementing any
new changes required such as upgrading the software and hardware.
Human Resource Department
Human Resource department is responsible for interviewing and recruiting qualified staff to be
placed at appropriate positions. They also conduct exit interviews for the employees who wish to
quit the work. HRD works to set wages and salaries based on regional market rates and ensure
that the hotel business meets safety and health administration standards.
Chapter 4
Swot Analysis: Strengths, Weaknesses, Opportunities and Threats of the
organization
4.1. Strengths of Tony Dot Hotel
While doing my internship I have observed much strength. The following are some of strength:-
The workers at that department are more likely at the same zone of age.
Maintenance problem
Different Conferences
Government meetings
Easy to communicate with other department through the installed computerized and
telephone system
In the future they may face with a lack of skilled man power if they unable to pay good
salary that make them to compete with their rivals
5.1. Evaluation
From the practical attachment I have acquired variety of experiences. The hotel plays great role
on promoting the hotel industry in the country. But there were many challenges that I have
encountered when I was conducting my summer practical attachment such as lack of time
management and lack of cooperation between some employees.
5.2. Conclusion
The internship in Tony Dot hotel was a great opportunity for me, the experience that I have got is
huge and useful.
Advantages and disadvantages of this experience mad me strong in work and more flexible
The result I had got was better than I ever expected e.g. from my manager I learned how the
good manager should react in different situations without any bad effect on the establishment
after.
5.3. Recommendation
The hotel needs take actions on how to expand its compound for the future as to give
more service like game zone for children’s, parking, swimming pull and other services.
It needs to review the number of staffs in some of the departments like housekeeping
where there is huge work load.
The hotel needs to plan on how to retain talented staffs as to provide quality service for
customers.
Staff capacity plan and on job trainings must be planned to have competent staff in the
different department of the hotel.
The Hotel needs to conduct salary survey and increase salaries to retain competent staffs
for long time.
Recommendations for University of Gondar, Tourism Management
Department
University of Gondar (Tourism Management Department) must provide at least cost of
transportation (Taxi expense) for students.
21 days training program is not enough especially for students that join hotel.
The Tourism Management Department Should Assign the organization in which the
student work.
If possible the Practical attachment program is better to be conducted at the end of every
year. This helps students to easily understand the fast changes in hospitality industry.
Bibliography
Eyewitness
"Hospitality Career Path: Hospitality Career Path Certifications" (PDF). Ahlei.org.
Interview
"Lodging Managers: Occupational Outlook Handbook: U.S. Bureau of Labor Statistics".
Observation
"What does front office staff do?” wise GEEK.