College of business and Department of hotel Internship

report on Course title/code internship 2 HoMa 4081

Prepared by : MESERET MULETA

Id number 485/12
Submitted to : instructor dawit.t( m.s)
Submitted date :10/03/15

Injibara,Ethiopia
2015 e.c

Declaration
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(ID, No: HTM/485/12)
4th year Hotel Management (BA)
Department of Hotel Management
Injibara University
I MESERET MULTA ID No: homa 485/12 hereby declare that the report entitled a
report on internship Rori Hotel submitted to Department of Hotel Management,
Injibara University in partial fulfillment of the requirement for the subject
internship is record of the original report done by me and that it has not formed
before the basis for the award of any degree/ diploma/internship/ fellowship or
any other similar titles.

ACKNOWLEGMENT

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 First, of all I would like to thanks my respected teachers who gave me this
internship report now when and where I am working my internship and what I
know about during my stay at RORI hotel and who help me to know about how to
prepare the report to be ready for the next research.
And secondly thanks to instructor Dawit for advising and give me this chance and
thirdly I want to thanks Rori hotel HR manager and all Rori hotel staff. And lastly, I
want to thanks to my family for supporting me economically when I was in
internship.

Table of Content
Declaration
Acknowledgment
Table of Content

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Abstract
Objectives of the internship

UNIT ONE
1.1 Introduction
…………………………………………………………………………………………………………………………
……………………………...………….………6
1.2 Objectives, mission and vision of the
organization…………………………………………………………………….….……...………………7
1.3 Philosophy/Corporate
culture……………………………………………………………………………………………………………………
………….………7
1.4 Background of Rori hotel
…………………………………………………………………………………………………………………………
…………...……...8
1.5 History and Growth of Rori
Hotel………………………………………………………………………………………………………………….
…...…....8
1.6 Product and service
/clients…………………………………………………………………………………………………………………
……………...………8
1.7 Organizational structure of Rori
hotel…………………………………………………………………………………………………………….………9
1.8 Program and
project……………………………………………………………………………………………………………………
…………………………………9

UNIT TWO
Hotel Departments
2.1 Front Office
Operations………………………………………………………………………………………………………………
…………….……………………10
2.2 Housekeeping
department……………………………………………………………………………………………………...
……………………………………13
2.3 Food and Beverage Service
Department……………………………………………………………………………………….
………………………15
2.4 Food and beverage preparation
department………………………………………………………………………………………...…….……….18
2.5 Maintenance
department……………………………………………………………………………………………...
……………………………………………… 19

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2.6 F and B
Control…………………………………………………………………………………………………………………
………………………………………………20

UNIT THREE
SWOT
Analysis…………………………………………………………………………………………………………………
……………………...…………………...….21

UNIT FOUR
Conclusion and
Recommendation………………………………………………………………………………………………………
……….………...22
4.1
Conclusion………………………………………………………………………………………………………………
………………………….…………………...…...22
4.2
Recommendation………………………………………………………………………………………………………
…………………….……….……………... 22

Reference………………………………………………………………………………………………………………
…………………………….………………...23
Bibliography……………………………………………………………………………………………………………
………………………………...………………….…………24

ABSTRACT
This report was conducted in Rori international hotel and the internship report
taking about four basic department of hotel how they operate the work and
service delivery and the aim of customer satisfaction there four basic department
organization structure the staff duties and responsibilities and also the SWOT of
the department and I was drawn the profession conclusion and suggestion.

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UNIT ONE
1.1 Introduction
The hospitality and tourism industry today, it would probably be constantly
changing world wide condition, globalization industry wide focus on sustainability
and corporate responsibility are just some of the forces converging and resulting
in wide spread change. Hospitality is the cordial and generous reception and
entertainment of guests or strangers either socially, or commercially. from this
definition we get the feeling of the open house and the host with open arms, of in
which people can be cared for. Regardless of the reason people go to a home
away from home, they will need care. They will need a clean and comfortable
place to rest or sleep, food service and area from a socializing. Hotel is one of the

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hospitality industries that provide loading and usually, meals and other services
for travelers and other paying guests. It provides paid lodgings, usually, on short
term basis. Hotel provide a number of additional guest service such as a
restaurant, laundry, swimming pool some hotel has conference service and
meeting rooms and encourage groups to hold conventions, functions and meeting
at their location.

1.2 mission, vision and objective of the organization

Objectives
To being strong competitive in the industry through proving quality service and
make comfortable and exciting stay for its esteemed client
 Visionary leadership
 Organizational and personal learning and up-grading.
 Valuing employees and parents.
 Focused on the future to render better service.
 Focus on higher results and creating additional values.
 Continuous Improvement
 Focus on quality of service.
 Social responsibility
 Commitment

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 Vision
To be customers and staff first choice in the SOUTH REGION

Mission
To ensure our vision is realized we provide exceptional service and value for
money for our customers, recruit, train, develop and retain best staff, ensure
return on investment to the owners and respect law of the land and international.
1.3 Philosophy/Corporate culture
 First Recruitment
 In Rori Hotel when they recruit any job seeker only to Graduate

University and not to recruit another hotel worker.

 Second Disciple
 To grooming
 To cleaning
 To communication to staff for customer
 To a hotel rule and regulation and time

1.4 Background of Rori hotel

Rori hotel Hawassa
RORI Hotel is five-star hotel and brand-new hotel having a unique and surprising service culture
locating at the heart of Hawassa, Ethiopia with a very close proximity to Hawassa International
stadium, Hawassa National Airport, and walking distance from SNNP President Office and
Hawassa University. And this hotel was work done in 2008 E.C. RORI Hotel incorporates 100
spacious guest rooms, named after Ethiopian Southern Nations with Aesthetically sound
interior design, swimming pool, a well-stocked bar, VIP lounge, Asian Bar and Restaurant, a very
well decorated Modern and Traditional restaurants with a wide selection, including special diet
menu & wedding/conference halls with flexible accommodation capacity. Ethiopian cultured
hospitality is what we are dedicated to deliver and entirely our customers experience and
treated as a Royal! Our hotel is Environmentally friendly, free from noise and visual pollution
which gives our guest safety and comfort.

1.5 HISTOY AND GROWTH OF RORI HOTEL

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RORI Hotel, a new addition to the growing hospitality industry in Ethiopia, opened its door in Hawassa
Ethiopia. As the human resource manager Mr. Amir Awol said that the hotel was built at a cost of 405
million Birr (more than $15 million US), has 100 beds, three modern assembly halls, two bars and three
restaurants, like, oak restaurant, Asian restaurant, cultural restaurant and RORI also have modern
swimming pool and gymnasiums, among others. The hotel has also created permanent jobs for about
285 citizens. RORI hotel is a new hotel and now working as soft opening because of this the service that
they provided is not full, business centers are not ready to provide service but after grand opening they
planned to provide different services like city tour, gym service for walking guests, boat riding and horse
riding at Hawassa lake, in addition to this the owner of the hotel Mr. Habtamu said that the hotel is part
of the plan to make Hawassa City a tourist destination as well as business and conference center. He
said that activities are underway in the city to grow the tourism sector through the construction and
expansion of various hotels.

1.6 Product and service /clients

They have different food cooking and serve for guest.

 Traditional (Inset) food cooking for customer

 They are different color and design cakes cooking service and sales in pastry area
 They have different vegetable produced in the back of hotel
 They have different fruit juice serve for customer

1.7 Organizational structure of Rori hotel

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 structure of Rori hotel

General manager

HR manager

F and b
FO manager manager HK manager Finance Technical and
Maintenance
Night manager Purchaser
Head Chief Electrical
waiter
Accountan
FO Security t Mechanical
supervisor head Cooker Pastry
cCooker

Receptionist Security Steward

SSStStewa HK Supervisor Laundry Supervisor
rd
Belly boy Room Attendant Laundry
Waiter/s Bar man
Attendant

Trainer Public Area

Trainer Trainer
Attendant

1.8 Program and project

Rori hotel they have land for future project meeting hall for 1000 persons enable to obtain they will be
building construct

UNIT TWO

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 HOTEL DEPARTMENTS
2.1 Front Office Operations
Front office department is the most visible department of in the hotel and responsible for the friendly
welcoming and reception of guests. This department receives guests and in cooperation with the house
keeping department assigns conveniently arranged rooms for guests.

The front office department of RORI hotel has different sections, which perform different tasks and have
different responsibility.

organizational structure
Organizational structure of front office

Front office manager

Night manager

Security head
Front office
supervisory

Receptionist Security

Bell
attendant
Belly boy

Trainer

Staff duties and responsibilities

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 Front office manager
 Front Office manager must be a skilled planner who channelizes the various resources viz.
people, money, time, work methods, materials, energy and equipment to suit the objectives of
the property.

Front office supervisor

 Schedule the staff duties.

 Supervise and help workloads during shifts.
 Evaluate the job performance of each front office employee.
 Maintain working relationships and communicate with all departments.
 Check room status
 Resolve guest problems quickly, efficiently and courteously
 Update and monitor group information and requirements.

Receptionist

 Register guest and assign rooms

 Take reservations, modify or cancel as requested.
 Post and file all charges to guest, master and city ledger accounts.
 Handle issuing and closing of safe deposit boxes for the guests.

Reservation agent

 Handling reservation request

 Maintains reservation request

Belly boy

 Greeting guest directing them to the check-in desk.

 Escorting them and carrying their luggage to designated rooms.
 Assist the guest with physical disabilities or special needs at the entrance or lobby if
required.

Security

 Contacting and communicating with the authorities.

 Taking action to emergency situations.

Front office system

 Using software system of front office in Rori hotel is IDS software.

Experience gains from front office

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During my training time I have learned about the following in front office

 Guest registration
 Handling reservation
 Cancelation process
 Check out and check in guest
 Handling telephone
 Well coming guest
 Handling logging for clients

SWOTs of front office

Strength
 Good personal grooming
 Foreign exchange currency
 Good logging activities

Weakness
 They have no sufficient employee

Opportunities

 The manager and staff employee have knowledgably a good experience of

communication

Threats
 Establishment of other hotels
 Employee turn over

Professional comment and suggestion

 Based on my experience, the following conclusion was drawn
 In order to satisfy customers, the service provided under the front office department
should be enhanced, rearranged and improved.
 My stay was in Rori hotel very nice and I suggest during my experience keep it a good
work.

2.2 Housekeeping department

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The house keeping department is one of the most important departments that keeps the hotel safe,
comfortable and clean the guest room and public area. Housekeepers also have a responsibility of
cleaning and maintain every room activity in the hotel.

2.2.1 Organizational structure house keeping

room and public areas and to keep the property look fresh and attractive.

Organizational structure of house keeping

Housekeeping manager

Housekeeping supervisor Laundry supervisor

Room attendant Attendant

Public area attendant

Houseman

Staff duties and responsibilities

Housekeeping manager
 He controls the house keepers how to perform their daily routine task.
 He checks the guest rooms to know how many rooms are ready, vacant, check out, and
occupied and then prepare report to the front office department.
 He controls how the cleaning process should be performed.

Housekeeping supervisor
 Recruiting staff for the housekeeping department
 Identify kinds of chemicals and equipment and also request and buy
 Give short term training for the staff members
 Show cleaning procedures practically

Public area attendant

 They should be cleaned the front office area
 They must clean the food and beverage service area/restaurant and /bar
 They should clean the banquet halls

Room attendant’s/room maids

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  They must attend to their work on time
 They should be informed each rooms information from their supervisor
 They should keep security and peace of guests who are present in the room

LAUANDERY manager

 Recruiting and ratifying the new staff for the housekeeping department
 Communicating and share different issues with the other departmental managers
 Control the overall activities of housekeeping mechanism.

Laundry layout;
 Rori laundry is placed in the underground of the hotel building.

Equipment’s and technologies use of Housekeeping

 Brush
 Trolley
 Dusty pan
 Mop
 vacuum cleaner
 polishing machine

Chemicals use of HK
 sodium carbonate (soap ash)
 Detergent; cleaning toilet to eliminate bad odor
 Window cleaner; cleaning any of mirror and table to the housekeeper

SOWT of housekeeping department

Strength
 The decoration of bed making is very attractive for guest
 Good team work coordination within employees
 Positive toward their attitude

Weakness
 Less laundry machine comparing to the organization size

Opportunity
 The manger and his staff employee are knowledgably and a good communication so these have
a good opportunity of a hotel .
 Availability of enough stuff

Threat

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  Well know opening of new brand hotel

Experience gain from house keeping

 Bed making
 Preparing Housekeeping report or room status report
 Way of washing lines using washing and drying machine

2.3 Food and Beverage Service Department

This department is responsible for the delivery of different food and beverage items for customers and
receiving a reasonable charge for the items delivered.

This section of the department has a vital role in terms of creating remarkable good will to the
organization in terms of delivering better and qualified services to the customers. So its work
responsibility hierarchy and staffs duty and tasks are stated as follows. These are the specific areas in
the department:

2.3.1 organizational structure

Organizational structure of food and beverage service

Food and beverage manager

Head waiter

Waiter/ waitress Bar Man

Trainer

Staff duties and responsibilities

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Duties and responsibility of Food and beverage managers
 Check the overall activities that has done in every service area of the hotel
 Scheduling and posting the shifts of employees
 Control the quality of the food as well as the satisfaction of the guests.

Food and beverage supervisor

 Handling complaints that are raised from customers during the managers’ day off.
 Control each and every activity performed under food and beverage departments. In every
point of sales.

Head waiter (captain)

 Assists the supervisor.
 Ensure all works are doing well.
 Supervises the waiter/waitress.

Waiter /waitress
 Keep their personal grooming and wear uniforms.
 Assist customers to seat.
 Present the hotels menu in front of the guest tables

Types of services the Rori hotel are used

 In this type of service, the guests enter the dining area and take seats. The waiter offers
them water and menu card. The guests then place their order to the waiter. The table is
covered in this service. It is grouped into the following types:

American or Plate Service

 The food is served on guest's plate in the kitchen itself in predetermined portion. The
accompaniments served with the food, the color, and the presentation is determined in the
kitchen. The food plates are then brought to the guest. This service is commonly used in a
coffee shop where service is required to be fast.

Buffet Service
 It this type of service, the guests get plates from the stack and goes to buffet counter
where food is kept in large casseroles and platters with burners. The guests can serve
themselves or can request the server behind the buffet table to serve. In sit-down buffet
restaurants, the tables are arranged with crockery and cutlery where guests can sit and eat,
and then replenish their plates.

SWOT of service department

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 Strength
 They deliver fast service
 All out let is clean and attractive

Weakness
 From an international hotel view, serving style is not much

Opportunity
 Station is well decor and visible with comfortable table.

Threat
 The sound that out from the out side of hotel distracts customers

Experience gains from service department

 Serve of food and beverage for guest
 Preparing table set up
 Complain handling

2.4 Food and beverage preparation department

This is the department that is responsible for the production of all the food items and juices. It is the
place where different ingredients are changed into a decent meal. The F and B department of dream line
is well organized and filled with very talented and trained staff members. This department is the most
profitable outlet of the hote

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Organizational structure of food and beverage

Organizational structure of food and beverage preparation

Food and beverage

manager

Chef

Cooker Butchery Pastry

Steward

Staff duties and responsibilities

F and B preparation manager
 He is responsible for planning, organizing, Controlling and directing of the department.

Chef
 Develop and plan menus and daily special
 Cerate prepare lists of kitchen crew

Chef Steward
 Keep the hygiene and sanitation of the kitchen
 Check the cleanness of kitchen equipment

Butchery
 Disjointing chicken and provide it for hot kitchen and traditional kitchen.
 Preparing burger meat
 Preparing mizzen plus

Experience gained from food and beverage production department

 Preparing bakery, burger pizza, juice, cake etc…

SWOT

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 Strength
 The food they make is delicious and quality
 They brief and debrief the task before and after the task for all kitchen staff

Weakness
 There are many internship workers rather than static workers

Opportunity
 the internship workers may simplify the work of static workers

Threat
 Employ turnover

2.5 Maintenance department

We will see Maintenance department by categorizing four types

1. Electrical work done by maintenance department.

2. Water the ground hotel transfer and liquid waste products controlled by maintenance
department.
3. Machinery all that are deformed repaired by the maintenance department.
4. Carpenter changing table, clay, fixturing, fitting done by maintenance department.
The maintenance department is seen in three methods
 Request the request finishing and finding materials used.
 Adjunct the emergency time used.
 Prevent by scheduling.

Organizational structure

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 Technical and
Maintenance
Electrical

mechanical

Staff duties and responsibility

 maintenance of guest room and furniture.
 They fix the equipment which are not available for work.
 Organizing repair installation and renovation project and etc.

2.6 Food and Beverage control

This department is largest and effective department.

F and B control will be seen in 3 categories

Beginning up to ending
 Note add VAT but not only cost
 Store issues to storing fresh bazar direct purchase and to store transferring

Ending inventories
 Allowance breakfast, lunch, and dinner.
 Staff to transfer for daily food or cooking
 Wastage report how many meats are waste.
 Daily transfer and ending month beginning from bar to kitchen by cost and inventory
Net cost =beginning month-ending month

cost
Net cost= =cost percentage
sales

By recipe
 Total cost portion and fresh bazar.

Organization structure F and B control

This department has not any structure but it has F and B control manager and she also helped me to
gather many information.

Staff duty and responsibility

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  Controlling all receiving F and B items.
 Controlling all sold and non-sold items.
 Controlling all item production process.

Knowledge and skill your gained

 Controlling all stocks including all transfer and the recipe how prepare are earned
 They know how to inventory how to stores and food work and beverage how works learned

UNIT THREE
SWOT Analysis
As we know that there is strength, weakness, opportunity and treat in every organization and below are
SWOT analysis in RORI hotel.

Strength
 I need to appreciate time managements of RORI hotel all the staff always punctual
 The cooperation of staff among the different department for the smooth running of the hotel
they are cleaned.
 all the rooms even with the absence of some staff
 They use the outlet for different purpose in different time
 They not use a one-to-one exchange of linen this help the effective and efficient
housekeeping work operation
 They motivate the staff by selecting employee of the month and by giving some motivation

Weakness
 Improper layout of the housekeeping department specially laundry room.
 The linen room the laundry and the uniform room are not built separately they are together.
 The housekeeping manager office and the laundry are far away from each other.
 There is no sufficient parking.
 The staffs are not happy on their job, because the salary is very few
 There is no adequate beverages in the bar

Opportunity
 Has experienced staffs and managements on all departments the hotel found in RORI Hotel
Hawassa by itself is a large opportunity because the turnover of the guests are very high in easy
to communicate with other department through the installed computerized and telephone
system they use their team work and experience for their success the hotel has good quality
service, the location and layout of the hotel is very strategic for the flow of guest toward the
hotel.

Threat

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  The opening of other hotel around RORI hotel may be affect the market share of the hotel in the
future
 RORI hotel has some threat which will threat in various ways such as on profit, popularity, image
of the hotel. Being a little far away from the city of Hawassa is one threat when some people
want to show up at the hotel by feet. Even there is lack of transportation to reach Rori hotel and
also if they try to go there it will cost them a lot. Also being a little far away from the city will
affect the popularity of the hotel while they want to have some banquet services.

UNIT FOUR
CONCLUSION AND RECOMMENDATION

4.1 Conclusion
Generally, RORI hotel is good hotel. Even the price for their room is really good as some people can
afford it. Food and beverage, front office and housekeeping are some departments which are working in
a good manner in RORI hotel. The main weakness is that the hotel has not uploaded tone of information
on website about itself concerning information’s which need to be uploaded. RORI hotel should have to
upload some information concerning history and profile of the hotel because the guest who heard or
read something about the hotel and will be eager to visit the hotel in person. Here uploading some
information about the hotel on website is like promoting to worldwide.

4.2 Recommendation
RORI have to improve some problems which doesn’t get attention such as price of food and beverage
and items. RORI should also give attention for its employers because the more satisfied employee they
more motivated. And motivated employee is capable enough to deliver good service to customers.
Communication problems; some staffs are not that much fluent in speaking with guests when they are
on duty with those foreign guests.

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REFERNCE
• From rori hotel(www.Rori.com)

•From my logbooks that I record while I was staying and working in the hotel in different departments

• Different broachers of the hotel

 From google map

 From my personal hand out

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Bibliography

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