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EXPERIENTAL LEARNING IN MAIYAN VILLAS: EXPLORATION OF FOOD

BEVERAGE PRODUCTION AND PROCUREMENT & STORES DEPARTMENT

MWANGI DERRICK KINYUA

AGF223-0313/2016

BSC FOOD SERVICE AND HOSPITALITY MANAGEMENT

MAIYAN VILLAS RESORT

FROM: 13/JAN/2021 - 13/MARCH/2021

DATE FOR SUBMISSION: 30/4/2021

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ACKNOWLEDGEMENT

A single hand cannot tie a bundle” says an old adage. Many people have made it possible for me

to gasp the hospitality industry activities. Special thanks to the Maiyan Resort management and

fraternity for giving me a golden chance to learn and grow as a foundation to my career. My

sincere thanks to the supervisor Steven Nderitu for the support, patience, encouragement and for

the time and efforts put in directing me on what to do throughout the attachment period. He

created time to listen to the numerous queries, concerns and he kept me on track during the

course of intership.
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EXECUTIVE SUMMARY

I got an opportunity to complete my internship from the 4 star rated hotel named Maiyan Villas

Resort, commencing from 13th January 2021 to 13th march 20121. I was positioned in two

departments and learned the practical field of hospitality world. In the food and beverage

department I digested the idea of executing customer satisfaction by improving on some key

attributes for effective customer service such as good communication skills, friendliness,

courtesy, product knowledge to mention a few. In addition, I had to be well vast with product

knowledge such as beverage production techniques different glass ware to be served on to be

fully aware of the food and beverage terminologies. Later, I joined stores and procurement team

where a submerged myself in tremendous information about store keeping procedures this

entailed the flow of work from receiving materials to storing them in a proper condition to

maintain their shelflife. Moreover, I interacted with the IDS software that enabled a storekeeper

to keep tract on the goods levels, enter invoices, handle store requisitions and preparing purchase

orders. To be a successful store keeper one has to intergrate major lessons such as efficient and

speedy issue of materials and tools to production departments, be organized, protecting and

securing the materials and the store itself from unauthorized personell. I kept my eyes open for

mistakes and challenges that were faced in the procurement department which arose time and

again during my internship period this included poor demand planning whereby there was lack of

balance between how much of commodities to purchase and when to buy it. Key lesson such as

having a strong relationship with a supplier was critical in building a successful hospitality

business. A major skill I learnt is that communication and a good teamwork elevates the industry

to thrive higher.
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TABLE OF CONTENTS

Contents
ACKNOWLEDGEMENT........................................................................................................................2
EXECUTIVE SUMMARY.......................................................................................................................3
CHAPTER ONE........................................................................................................................................5
1.1 History of the organisation........................................................................................................5
1.2 Core activities in the Organisation...........................................................................................5
1.3. Vision, mission statement and core values of the institution.......................................................5
1.4. Organizational structure of the institution...................................................................................6
1.5. Duties and responsibilities of the key personnel in the organization..........................................7
CHAPTER TWO.....................................................................................................................................12
ATTACHMENT DEPARTMENT.........................................................................................................12
2.1. Key functions/ activities of the food and beverage service department....................................12
2.2. Staff establishment of the department in terms of the number of employees and their duties
and responsibilities..............................................................................................................................13
2.3. Main objectives for the attachment exercise...............................................................................16
2.4. Assigned routine duties................................................................................................................16
CHAPTER THREE.................................................................................................................................18
EVALUATION OF THE ATTACHMENT PERIOD..........................................................................18
3.1. Success/ failure of the attachment exercise vis- a – vis student’s main objectives...................18
3.2 Challenges...................................................................................................................................18
3.3 Solutions...................................................................................................................................19
3.4. Recommendations...................................................................................................................19
REFERENCES........................................................................................................................................20
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CHAPTER ONE
INTRODUCTION

1.1 History of the Organisation

Maiyan is a Maasai word meaning God’s blessing and the development draws its inspiration

from 3 elements: Blessing, Harmony and Excellence. Maiyan Villas started in 2016, Set in

Nanyuki, 11 km from Nanyuki School.

1.2 Core activities in the Organisation

Maiyan Villas features a children’s playground and sun terrace with views of Mt.Kenya and

Loldaiga hills. Guests can enjoy various activities in the surroundings, including fishing, boat

riding, golfing and horse riding. The property offers a tennis lawn, a basketball court and a

children’s play gym for unwind. The area is popular for nature walks and bird watching. The

resort also offers bike hire and car hire. Sweet waters Game Reserve is 11 km from Maiyan

Villas, while Nanyuki Spinners & Weavers is 12 km away.

1.3. Vision, mission statement and core values of the institution

EXCELLENCE

Embraced by the renowned Falcon Heights Management Company, our management is rooted in

excellence.

HARMONY

Inspired by the land shaped like a piano, each aspect plays out in unity with each other like a

beautiful piece of music.

BLESSING
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1.4. Organizational structure of the institution

General Manager

Operational Manager

Assistant Operation Manager

Front office Housekeeping F&B service F&B Production Accounts

Security and maintenance

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1.5. Duties and responsibilities of the key personnel in the organization.

General Manager

Recruiting, training and supervising staff.

Maintaining statistical and financial records.

Planning maintenance work, events and room bookings.

Handling customer complaints and queries.

Promoting and marketing the business.

Ensuring compliance with health and safety legislation and licensing laws.

Oversee day-to-day operations.

Design strategy and set goals for growth.

Maintain budgets and optimize expenses.

Set policies and processes.

Ensure employees work productively and develop professionally.

Oversee recruitment and training of new employees.

Operation Manager

Developing and Implementing strategies that will ensure a positive experience that exceeds

guest’s expectations

Work collaboratively with all department managers to make sure operations are running

smoothly in tandem with one another

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Anticipate all guest needs and respond promptly & accordingly

Establish and maintain standards for staff performance and customer service

Maintaining full knowledge of all inner working of the hotel, including room rates, hotel

policies, specials, availabilities, VIP guests, hotel events and more.

Staffing the hotel appropriately

Reviewing employee behavior, appearance and performance

Conducting daily meetings to ensure that all departments are in working order

Assistant Operation Manager

Oversee operational cost, risk and audit activities.

Assist in interviewing, recruiting, training, performance evaluation, promotion and termination

activities.

Determine staffing requirements, work assignment and schedules for new projects.

Perform routine maintenance and repair works for equipment.

Maintain the facility clean, safe and organized.

Evaluate inspection reports and service tickets and prepare repair invoices.

Coordinate with General Manager in different operational issues and promotional activities.

Evaluate current operational strategies and recommend improvements.

Generate operational reports for management as needed.

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Front Office Supervisor

Managing and training the concierge, night auditor and team of receptionists.

Ensuring the front desk provides a professional and friendly service for customers.

Dealing with customers, including handling complaints when they come to the desk.

Troubleshooting emergencies.

Scheduling staff rota

Food and Beverage Manager

Design attractive menus.

Develop a relationship with regular customers.

Follow food and safety regulations.

Order food supplies for the kitchen.

Ensure that customers are satisfied with food and service.

Assist with marketing events.

Create restaurant policies.

Executive Chef

Controlling and directing the food preparation process.

Approving and polishing dishes before they reach the customer.

Managing and working closely with other Chefs of all levels.

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Creating menu items, recipes and developing dishes ensuring variety and quality.

Security Manager

Plan and develop the overall security strategy for our company

Create, implement and communicate security policies and procedures

Develop security budget

Hire and onboard new staff

Develop security KPIs

Measure and track department's success regularly

Create report and present KPIs

Adhere to company's rules and regulations

Ensure staff's security

Suggest and implement new solutions

Maintenance Manager

Inspect hotel regularly to ensure it meets safety standards

Arrange for routine maintenance in hotel rooms, lobbies and facilities (e.g. kitchens, tennis

courts)

Organize repair projects in a manner that does not disturb guests

Plan and oversee renovations and construction

Act fast to resolve emergency issues ( For example, power outages)

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Find ways to reduce hotel operating costs and conserve energy

Supervise team of Maintenance Technicians and Janitors

Manage relationships with contractors and service providers

Maintain budgets, expenses and activity logs

Housekeeping Manager

Supervising room attendants and cleaning staff, checking that rooms are cleaned to a high

standard

Drawing up a shift rota for staff

Hiring and training new employees

Stocktaking and ordering cleaning equipment, linen and room supplies

Checking for faults or damage and arranging repairs and routine maintenance work

Managing budgets and controlling costs

Making sure staff work to health and safety rules

Helping room attendants clean rooms during busy times

Accountants

Manage the Budget. The main duty of the hotel accountant is to monitor and manage the hotel's

overall budget

Process Payroll for hotel staff .

Track expenses, report finances and financial Auditing.

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CHAPTER TWO

ATTACHMENT DEPARTMENT

2.1. Key functions/ activities of the food and beverage service department.

Restaurant serves the dishes offered in their menus.

Banquet organizes all types of function catering and facilities.

Room service serves food and beverages in guests rooms.

Lounge service food and beverages to the guests in the lounge area.

Bar and depends bar serves all kind of alcoholic beverages.

Activities of the Store department

To receive the materials ordered by the purchase department and supplied by the vendors in a

proper maintains as per the laid down procedure.

To ensure the correctness in the quality, quantity, specifications, condition of the materials

received from vendors.

To stock the materials received from vendors properly as to ensure easy access identification,

verification, handling, maintenance etc.

To ensure proper stocking of materials by using appropriate method of care and preservation to

avoid any damage and loss.

To ensure a smooth issue of materials to the issue department.

To ensure accurate accounting of the materials receiver and issued.

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To ensure a favorable working atmosphere is maintained for the personnel working in the store.

To ensure proper safety measures are taken for the safety of the store building, materials in the

store and the men working in the store.

To ensure that the store is always maintained up to date in all respects in a presentable condition.

2.2. Staff establishment of the department in terms of the number of employees and their
duties and responsibilities.

Restaurant organization

Restaurant is divided into stations, each having set number of covers depending on the standard

on the standard of service extended. Station waiters were ten while head waiters two.

Station waiters are responsible for attending the guests in their stations, and reporting to station

head waiter

Station head waiters report to head waiters and the head waiters to the manager. Station waiters

are assisted by the junior station waiter.

Restaurant manager

Responsible for preparing budget for a financial year along with Food and beverage Manager.

Implementing sales promotional activities.

Monitoring service standard.

Staff Training.

Maintaining stock record of restaurant equipment.

Coordinating with other departments.

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Head Waiter/ Supervisor

Responsible for bookings and keeping the booking diary up to date.

Reserve tables and allocate these reservations to particular stations.

The head waiter greets guests on arrival takes them to the table and seats them

Responsible for Mise-en-place.

Take Orders of the station waiter when busy.

Responsible for making Duty Rostar & Holidays list

Waiter/ Waitress

Provide the perfect service experience for every Guest

Ensure the Guest feels important and welcome in the restaurant

Ensure hot food is hot and cold food is cold

Adhere to timing standards for products and services

Look for ways to consolidate service and increase table turns

Present menu, answer questions and make suggestions regarding food and beverage

Serve the Guest in an accommodating manner

Must know all food liquor, beer, wine and retail offered

Apply positive suggestive sales approach to guide Guests

Pre-bus tables; maintain table cleanliness, bus tables

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Looks for ways to avoid waste and limit costs

Assist in keeping the restaurant clean and safe

Provide responsible service of alcoholic beverages

Storekeeper Duties

Stock the materials in proper manner in the appropriate location code number wise and category

wise.

Carry out periodical physical verification and asses the stock position.

Prepare purchase order and submit for signature of manager and send to different suppliers.

Receive the goods supplied by the supplier.

During receipt of goods from the supplier they help store manager to check the quantity and

quality and stock the materials in appropriate location.

Enter the bills in the goods inward register and then pass on to the computer operator.

They issue the materials to the user departments on receipt of indent.

They check the indents for correctness in all respects. If found OK, they issue the materials. If

they find any mistakes or discrepancies they return the indent for rectification.

They pack the materials for satellite hospitals for sending by the van or courier or by the

private transports.

After all the transactions are completed, they verify the stock at the closing hours daily.
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2.3. Main objectives for the attachment exercise.

1. To develop practical and management skills in the working environment.

2. To identify key operational area of interest.

3. To gain relevant experience working within the hospitality industry that will complement

classroom theory.

4. To establish useful contacts for the future employment.

2.4. Assigned routine duties

Storekeeping Department

To receive the materials supplied by the vendor as per the purchase order placed by the Purchase

Department.

To check the materials thoroughly for quality, quantity, specification condition, condition etc.

To take appropriate action for care and preservation of the materials.

Periodical stock verification and ensure correctness of stock at all times.

To take safety measure for the safely by store house, materials and men working in store.

To maintain the neat and tidiness of store house.

To issue materials to the departments as per the indents.

To issue materials to departments as per the schedule.

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Waiter Assigned Responsibilities

1. Provide excellent services

2. Greet customers and present menus

3. Make Suggestions based on their preferences

4. Take and serve food and drinks orders

5. Upsell when appropriate.

6. Pre-bus tables; maintain table cleanliness and bus tables

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CHAPTER THREE

EVALUATION OF THE ATTACHMENT PERIOD

3.1. Success/ failure of the attachment exercise.

Success

Professional guidance enabled me to adapt theoretical knowledge into practice.

Understanding different tactics and approaches to converse with the customers.

Ability to dedicate and focus on a craft such as bar tending.

Ability to work under pressure

Creative way to problem solving

Effective communication that involved mutual understanding..

3.2 Challenges
1. Unnoticed work

2. Uncooperative mentor

3. Issues with self-management

4. Inadequate compensation

5. Competitive co-interns

6. Overwhelmed with work

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3.3 Solutions

1. Hard work never get unnoticed for long, perseverance is key.

2.Asking concerned authorities for a new mentor.

3. Adapting a more organized living

4. Getting in touch with the HR department or adding experience for future candidature.

5. Taking part in the competition and later get noticed

6. Adjusting by giving oneself time to adapt.

3.4. Recommendations

1. Addition of more months, two months are few for an intern to master skills and I would

recommend more time to be allocated to improve intern’s competency in the hotels operations.

2. The department should take a step further and assist students in applying for different

hotels.
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REFERENCES

Barron, P. (2007). Hospitality and tourism students’ part-time employment: Patterns,

benefits and recognition. Journal of Hospitality, Leisure, Sport, & Tourism Education, 6,

40-54.doi:10.3794/johlste.62.150

Blake, J., & Worsdale, G. J. (2009). Incorporating the learning derived from part-time

employment into undergraduate programmes: Experiences from a business school.

Journal of Further and Higher Education, 33, 91-204. doi:10.1080/03098770903026123

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