Practicum conducted at the Outspan Hotel

KIAMBI.K.MAUREEN

BUS-1-5660-1/2010

A practicum report submitted to the Kenya Methodist University as a

partial fulfillment for the award of Bachelor degree in Business

Administration (Marketing option)

APRIL 2012

LIST OF TABLE OF CONTENT

CHAPTER ONE

1.0 Introduction……………………………………………………………………………………………………………………….

1.1 Background of the Aberdare Safari Hotels………………………………………………………………………..

1.2 Background of Treetops……………………………………………………………………………………………

1.3 Background of Outspan Hotel………………………………………………………………………………………..

1.3.1 Location of Outspan Hotel…………………………………………………………………………………

1.3.2 Accomodation of Outspan Hotel……………………………………………………………………………

1.3.3 Dining and Bar ………………………………………………………………………………………..

1.3.4 Conference and facilities……………………………………………………………………………..

1.3.5 What to see and do…………………………………………………………………………………..

1.4 Background of Shimba Hotel…………………………………………………………………………………………………………

1.5 The Aderdare Safari Hotel mission statement……………………………………………………………………………………..

1.6Aderdare Safari Hotels vision statement…………………………………………………………………………………………….

1.7 Aderdare safari hotel core values……………………………………………………………………………………………………….

1.8 Services offered at service at Aderdare Safari Hotel………………………………………………………………………………………..

1.9 Organization Structure………………………………………………………………………………………………………….

CHAPTER TWO

2. O Introduction……………………………………………………………………………………………………………………………….

2.1 Duties and Responsibilities during Internship…………………………………………………………………………………………………….

2.2 Duties and Responsibilities at the Marketing department………………………………………………………………………………….

2.3 Duties and Responsibilities at the Front Office department………………………………………………………………………………….

2.4 Achievement made during Internship………………………………………………………………………………………………..

2.5 Objectives of the Internship……………………………………………………………………………………………………

2.6 The importance of the Internship………………………………………………………………………………………………….

2.7 Challenges encountered during Internship……………………………………………………………………………………..

2.8 Overcoming the challenges…………………………………………………………………………………………………….

2.9 Limitation of the internship……………………………………………………………………………………………………………

CHAPTER THREE

3.0 Conclusion………………………………………………………………………………………………………………………..

3.1 Learning……………………………………………………………………………………………………………..

3.1.1 Understanding the organization………………………………………………………………………..

3.1.2Application of experience gained…………………………………………………………………….

3.1.3Working condition…………………………………………………………………………………..

3.2 Recommendation………………………………………………………………………………………………………

List of figures and tables organization structure

List of abbreviations- ashs-Aderdare safari hotels

Appendices internship program, log book

Appendix-1 internship program

Appendix -11-industrial attachment logbook

ABSTRACT

Internship is a chance offered by employers to potential employees called`interns”to work in a

certain firm or organization for a fixed and limited period of time. Most organizations offer

internship without compensating the intern in terms of salary or bonuses because the interns are

usually undergraduate or collage students who have completed their coursework and are required

to undertake internship as part of their collage curriculum in order to satisfy the requirements of

the relevant degree or diploma.

The main objective of an internship program is to provide students the opportunity to test their

interest in a particular career before permanent commitments are made. Internship students will

develop skills in the application of theory to practical work situations. Internships will provide

students the opportunity to test their attitude for a particular career before permanent

commitments are made. Internship students will acquire good work habits.

This internship report consists of the Aberdare Safari Hotels which owns and manages Outspan,

Treetops and Shimba. Treetops world famous for its legendry royal connection. Outspan a

country hotel set in splendid gardens ideal for weekend getaways and Baden Powel’s last abode.

Shimba the last habitat in East Africa of the sable antelope and the only Tree hotel at the coast.

The company is devoted to offering world-class customer care in historic properties situated in

the shadow of Mount Kenya and at the Kenyan coast. Serenity, simplicity and superb service are

hallmarks of our hotels.

The internship program covers a period of two months from. This report is mainly based at the

Outspan Hotel Nyeri where the intern was attached. The report includes the objectives of the

organization, mission, vision, the duties and responsibility during the attachment, the challenges

encountered, achievements made during the internship and the conclusion and recommendation

which will help the organization grow and to be a better attachment place.

 

CHAPTER ONE

1.0 INTRODUCTION

The intern was attached in Outspan Hotel which is under the Aderadare Safari Hotels. The

program took a period of two months from February to beginning of April. She was able to work

in three departments that is the Front office, Marketing department and the Finance and

Accounting.

In this chapter, detailed information on the organization background, mission, vision and a well

elaborated organization structure has been given. 'Outspan' means to unyoke one's weary oxen at

the end of a day's journey.

Lord Baden Powell, who in 1920 was proclaimed Chief Scout of the world, recognized the

tranquility and beauty of the Outspan and chose to 'outspan' at the hotel with his wife for the last

three years of his life. Baden Powell's grave faces towards the glistening snows of Mt Kenya and

the walls of his cottage Paxtu are covered in memorabilia .

Just 160 kms on a good road from Nairobi and 2 kms from Nyeri town center, the Outspan offer

guests a range of accommodations - twin rooms, garden suites, or cottages. Since the hotel's

inception in 1927, the atmosphere has changed little.

1.1 BACKGROUND OF THE ADERDARE SAFARI HOTELS

Aberdare Safari Hotels (ASH) is a vibrant responsive hotel management company that owns

three legendry and historic lodges and hotel – namely, Outspan in Nyeri, Treetops in Aberdare

National Park and Shimba in Shimba Hills,

1.2 BACKGROUND OF TREETOPS

Treetops is a hotel in Aberdare National Park in Kenya near the township of Nyeri, 1,966 m

(6,450 ft) above sea level on the Aberdare Range and in sight of Mount Kenya. First opened in

1932 by Eric Sherbrooke Walker, it was literally built into the tops of the trees of Aberdare

National Park as a tree house, offering the guests a close view of the local wildlife in complete

safety. The idea was to provide a machan (hunting platform on a tree during shikar in India)

experience in relative safety and comfort. From the original modest two room tree house, it has

grown into 50 rooms. The original structure was burned down by African guerrillas during the

1954 Mau Mau Uprising, but the hotel was rebuilt near the same waterhole and has become

fashionable for many of the rich and famous. It includes observation lounges and ground level

photographic hides from which guests can observe the local wildlife which come to the nearby

waterholes. The hotel is known as the location where Princess Elizabeth acceded to the throne of

the United Kingdom upon the death of her father George VI during a visit in 1952.

1.3 BACKGROUND OF OUTSPAN HOTEL

The hotel was built in 1926 and was once home to Lord and Lady Baden Powell, founders of the

Scout and Girl Guide movements. Their cottage Paxtu is now a museum that is open to our

visitors, and to scouts and guides from all over the world.

Outspan is located in Nyeri town, right in the heart of Kenya's tea and coffee growing highlands.

It is an Eden of vibrant gardens and verdant green lawns and the peacocks that roam at will add

to the charming ambiance. Traditionally the gateway to Treetops lodge, the Outspan is located in

the centre of the busy agricultural town of Nyeri, just a short drive from the Aberdare National

Park.

1.3.1 LOCATION OF OUTSPAN HOTEL

Nyeri is 197 km north of Nairobi (a 3 hour 30 minute drive). The hotel stands above a gorge

through which flows the Chania River. Set in rolling gardens, it features numerous ancient trees

and flowering shrubs

I.3.2 ACCOMMODATION OF OUTSPAN HOTEL

The Outspan has 42 rooms and 3 cottages. All offer king sized beds, large bathrooms, fireplaces,

internet access points, satellite TV and balconies. The new Chania Wing also offers 8 rooms,

which have more modern bathrooms and also offer minibar facilities. The pretty cottages stand

in a row overlooking and have their own small gardens.

1.3.3 DINING AND BAR OF OUTSPAN HOTEL

the dining room features Chippendale styled furniture, crisp white linen and silver service. There

is also a charming lounge, an elegant 'Sherry Bar' and a rather more relaxed 'Kirinyaga Bar'.

Breakfast and lunch are served on the wide verandah, which looks out over the grounds and has a

view of Mount Kenya.

1.3.4 CONFERENCE AND FACILITIES

the hotel has its own conference facility.

1.3.5 WHAT TO SEE AND DO

The hotel has an outdoor swimming pool, a snooker room, squash and tennis courts, billiards and

badminton. In the grounds there is also a replica Kikuyu Village where dance displays are given.

Nature walks can also be taken in the gorge of the Chania River. Fishing expeditions can be

arranged as can tours of coffee farms or golf at the nearby scenic Nyeri Golf Course.

1.4 BACKGROUND OF THE SHIMBA HOTEL

This award-winning tree lodge was built in 1986 in Shimba National Reserve, Kenya’s last

remaining habitat of the Rare Sable Antelope. Despite being so close to the Indian Ocean, the

lodge stays refreshingly cool in its forest setting. The lodge overlooks a waterhole and is a bird-

and animal-watcher's paradise. Dramatic black and white Columbus Monkeys, herds of Elephant

and graceful Giraffes are often seen at Shimba. For the very fortunate, the Leopard will make a

rare appearance. A wooden walkway extending 120 m into the forest takes nature lovers to a

viewing spot that allows for the unobtrusive viewing of birds and butterflies. Other adventures

include a visit to Sheldrick Falls, or an evening game drive followed by a walk through the forest

that ends with drinks and snacks in a glade. You can view the Usambara Mountains in Tanzania

from the sundowner site.

1.5 THE ABERDARE SAFARI HOTELS MISSION STATEMENT

ASH is a hotel management company, offering superior experience in business, leisure and

adventure to both local and international customers, through a vibrant, professional and

responsive team that consistently exceeds customer expectations.

1.6 THE ABEDARE SAFARI HOTELS VISION STATEMENT

To be the leading world renowned Group of hotels in Africa

1.7 THE ABEDARE SAFARI HOTELS CORE VALUES STATEMENT

What guides the ASH actions are

To display a lot of professionalism in every employee working for the companies believe in

doing business in a professional and orderly manner. We take great pride in developing and

implementing systems, standardized procedures and being organized.

.

To have Honesty as part of the company ethic values. We believe in honesty, trust and integrity.

We work to build trust with each other, among those we serve and with the community at large.

We recognize that honesty; trust and integrity form the bond that holds organizations and

relationships together. We are committed to open and honest communication.

, Provision of services that lead to Customer Focus, We believe in being responsible to

ourselves and to others. We do what we say we are going to do when we say we are going to do

it. We believe in personal accountability and avoid blaming others when things don’t turn out as

planned.

Provision of the best Respect for each customer and proving to them services beyond their

expectations.

Provision Accountability to all client accountability

Accountability means taking ownership for results and outcomes. We recognize that to achieve

our goals it is incumbent on our company to provide the resources necessary.

.

1.8 SERVICE OFFERED AT THE ADERDARE SAFARI HOTELS.

At the Outspan Hotel on-site activities include swimming in the pool or playing tennis and

squash on the courts.  Golf enthusiasts can visit the neighboring Nyeri Golf Club.  For cultural

excursions, guests can visit the Paxtu Cottage – the final home of Lord and Lady Baden Powell

which now serves as a memorial and museum.  

At the Shimba Hotel activities Includes Game drive en-route to the lodge and Shimba Hills

Lodge Waterhole wildlife watching experience, Nature walk, day game driving, and lodge

overlook wildlife watching experience, sundowner and nature discussion.

At the Treetops Hotel Visitors can observe the wildlife from the top deck, the viewing windows

in the communal space, or from ground level hides. They can also take motor tours from the

Treetops. The Treetops remains an overnight destination, with only overnight luggage being

allowed, and visitors being driven in from the Outspan for the night. Other facilities include a

thousand watt artificial moon used to illuminate animals at the waterhole during dark nights.

Another unusual restriction at the Treetops is a low decibel level restriction

.1.9 ORGANIZATIONAL STRUCTURE

General Manager

.

Personal Assistant

Technical senior manager

Supervisor of

Technical service

Technical service staff

Finance manager

Accounts supervisor

Controllers

Storekeeper

cashiers

Human resource manager

Sales and marketing manager

Sales assistants

Front office manager

Reception manager

Reception supervisor

receptionist

naturalist

Food prdctn

manager

Ex. chef

Senior chef

Junior chef

house

keeper manager

Laundry

supervisor

CHAPTER TWO

2.0 INTRODUCTION

This chapter discusses my experience for the period I was on my attachment. It mainly focuses

on the activities that I learnt and performed at the Outspan Hotel. This report is based from three

departments that I worked in the Front Office, Sales and Marketing and the Finance and

Accounting department.

The Marketing department is committed towards increasing sales and customer base, increasing

market share, conducting customer education and creating awareness of company services,

continuosly creating customer awareness and enhancing highest level of quality customer service

satisfaction in line with the company’s vision and Mission.

The Finance Department deals mainly with product accounting, petty cash float management,

accounts receivables, creditor’s invoices and revenue controls.

The Front Office department deals mainly with receiving reservation calls, customer relation,

checking in guests, making sure that guest are attended to their satisfaction and making sure

unauthorized people do not enter into the hotel for the purpose of security control.

2.1 DUTIES AND RESPONSIBILITIES DURING INTERNSHIP

The intern under the guidance and supervision of the Account Manager was given the following

responsibilities.

The intern was assisting in preparing the monthly trading reports for the two units. This involved

ensuring that all the expenses are recognized and that the revenues are appropriately posted. Staff

loans and advanced were to be recovered accordingly and the books of prime entry updated.

Reconciling of all banks accounts together with loans and hire purchase amortization accounts

were a day to day duty of the intern .this was done based on the posted transaction together with

the bank statements. This involved keeping a track record of asks banks charges, standing order

transfers, interest earned and loan repayments. It was the intern’s responsibility to ensure

accuracy in postings and reporting of any discrepancies. After reconciling the intern was required

to file all the documents in their respective files for safe custody and easy referencing.

The intern was involved in posting all suppliers invoices, credit notes, cheques payments and all

bank deposits. This was done using Quick books as the accounting software. Suppliers and

debtors reconciliations were his duty to prepare and give monthly ageing analysis reports for

each in order to aid in cash flow budgeting by the Accounts Manager .for any discrepancies; the

intern had the power to contact the suppliers for clarification as well as the requisition unit.

The intern assisted in preparing statutory deduction such as the exercise duty, VAT, Standard

levy together with income tax returns. This involved compiling the amounts due, filling in the

return books and forms and remission to the revenue authorities respectively. Lot of accuracy

and good time management was required of the intern during this period to avoid penalties.

The intern assisted the chief accountant in preparing and coordinating the external audit exercise.

this included preparing all the required audit audit schedules and reports as well ask availing all

supporting documents and explanation as and when needed .the exercise was to ensure that all

the accounting transaction had been recorded and accounted for as per the international financial

reporting standards and give a true and fair view of the financial activities of the company.

In stock control, the intern was involved in controlling the stock movement and solving for any

losses. This involved maintaining a stock movement schedule, updating the entire stock items

bin cards, taking periodic physical stock count and coming up with measures geared towards

minimizing stock losses.

The intern assisted in the maintained and control of fixed assets register of the company. This

involved identify all the fixed assets, classifying them, documenting their specifications, date of

purchase and cost.

2.2 DUTIES AND RESPONSILITIES AT THE MARKETING DEPARTMENT

The intern with the guidance of the sales and marketing manager was able to gain a lot of

marketing skills which will be applied in her future career in marketing.

The marketing department at the Outspan Hotel I was able to learn more about customer service

to enhance quality customer service and satisfaction .providing first class customer service to all

customers by offering the best services as when required and leaving a lasting impression to its

customers.

The intern was able to do some marketing field where she met potential client this is an

important activity in Outspan hotel simply because it helps increasing the market share and

increase sales and customer base.

In the marketing department I was able to create a customer database this is important because it

enables to retain existing customers and build loyalty by providing personalized service and

communication, expand sales with existing customers through cross sell and up sell, generate

referrals from satisfied customer and follow and track potential customers easily.

Before creating a customer database as an intern in the marketing department I learnt before

deciding on a database consider the following checklist:

Who is going to use the database and what are the database’s features and qualities your business

will need? Make a list of your information requirements and involve your staff

Can information be sorted in various ways?

Can the database generate personalized mailing labels, letters and other customized

reports?

Can the user change, delete or add fields of information?

Do you require security functions e.g. passwords to restrict access for different levels of

use?

Does the database require staff training on how to use it effectively? Databases bought

off the shelf often come with a computerized tutorial or overview and support print

material

I got the opportunity to brain storm on the Easter activities and arranged flyers this was

important because in a successful business, advertising play an essential and important role.

Though advertising does not mean selling of products and services but it helps in increasing your

sales. Advertising creates awareness in people. When general public becomes conscious to the

products, services and goods under the brands, they persuade people towards these brands and

make them buy better brands. Advertising can be used to create brand awareness in general

public and to make business more popular within the circle of potential buyers. Advertising, in a

straight line, increases profit of the companies by escalating its revenue. The expenditure made

on advertisement can turn as good boost in earnings.

The intern organized for the Belgium Royal Lunch at the sherry restaurant where as the

marketing department made sure that all their demands were met beyond their expectation.

2.3 DUTIES AND RESPONSIBILITY AT THE FRONT OFFICE

DEPARTMENT

The duties and responsibility at the front office department with the help of the Front Office

Manger and the support of the Outspan Staff brought me to understand the importance of

customer relationship. Duties and responsibilities of the front office were: -

To welcome the arriving guests and make sure that their national identities are submitted and

scanned upon check in this was to control the security in the hotel.

Providing information service about the hotel the activities they offer, the rates and their

strength as the Outspan Hotel.

Receiving and processing reservations for clients who would like to spend the night at the

Outspan Hotel and sending for them confirmation letters through their emails

filling of the arrival and departure register for clients this acted as a security control for the

company.

Dealing with complaints and handling them. Communication and coordination with other

departments.

Doing Check in & Check out.

Answering internal calls from the internal organization.

2.4 ACHIEVEMENTS MADE DURING INTERNSHIP

The intern was able to introduce a better systematic stock controlling procedure by the use of

computer spread sheets and better customaries bin cards which suited the raw materials

specifications .the intern also trained some members of the staff who were able to maintain the

system to the desired standards hence minimized stock wastage and losses significantly.

Since during this period the company was undergoing for ISO certification the intern was able to

help in the write up the accounting policies adopted by the company, the processes involved and

the procedures undertaken in the accounting and finance department. This blended very well

with the other departments and plans laid down for its implementation.

The intern was able to learn how to come up with a fixed assets register detailing all the

company’s investments fixed assets, the machinery location ,specifications and up to date book

value for each .this was great and of much help incase the company wishes to dispose off some

of the obsolete machinery which are no longer in use.

The intern was able to be part of the Outspan return the bush corporate social responsibility done

in the Aberdare forest which is to plant trees in the forest in order to conserve the environment

and at least protect the wildlife.

The intern was able to improve in the speed of keying in customers details in the computers due

to her skills in computers. This ensured customers got their quotation letters on time and hence

speedy payments.

The intern was able to serve the customers with speed and efficiency which the customers felt

was lacking in the first place at the front office. The intern learnt good communication

skills .proper telephone etiquette when conversing with clients and proper ethics when serving

customers.

The intern was able to meet potential clients and learn proper marketing skills in order to gain a

particular client.

The intern was able to create a customer database for the company which was the greatest

achievement of all to the intern.

2.5 OBJECTIVES OF THE INTERNSHIP

To asses the work environment and know what the job market expects of me after completing

my studies.

To establish contact and interact with potential employers at the job market.

To be able to identify possible areas of weakness in my current training programme and hence

take the appropriate measures

To gain a working experience and to test my ability to adhere to working conditions and

procedures.

To be in a position to understand the expectations of the stakeholders in a company

To fully understand management roles in the working environment

2.6 THE IMPORTANCE OF THE INTERNSHIP

First, it is a requirement as a student during a course in business administration was able to

assess the appropriateness and relevance of what I am taught at the university to the needs and

the expectation of the job market and at the same time, it is a platform where the lecturer is able

gauge my ability to transfer the knowledge gained from the classroom the work environment.

this is a very important aspect in the education sector since a student is able to experience

firsthand the working environment and prepares oneself to make adjustments with the work

enivorment.it has it greatly helped me test my ability to adopt to work and my tolerance

I was exposed to behaviors of organizations.ie both internal and external environments thus

giving me an opportunity to develop hands on experience in the world of business and its

intricacies. I was able to solicit the help experience of business managers especially supervisors

and training officers which is useful to me as a future manager. during my attachment period I

had the opportunity to develop entrepreneur skills and knowledge through the various staff

members who are entrepreneur themselves and they also gave me important information and

advice regard during my career as a business student in order to be successful .the attachment

also helped me to understand how the working environment is hence I was in a position to r

reconcile my expectation with the actual situation where I was in a position to develop useful

experienced on the structures, operations and integration of functional areas such as finance,

procurement, production ,human resources ,research and development .the attachment

programme has given me a wider reasoning since I came to understand that leaders depend

most on the knowledge they acquire or experience since they have to make decision and by this,

it has encourage me to read more not only the scholarly knowledge but read wide and gain

more knowledge on external matters since they also affect decision making. The attachment

programme has helped me see the importance of team work in an organization which helps

enhances the interpersonal relationship of the entire staff member

2.7 CHALLENGES ENCOUNTERED DURING INTERNSHIP.

During the attachment the intern was faced with several challenges in the execution of the duties

delegated. some of the major challenges faced were training of the stock controlling staff

members was view as a way to encouraging stock theft .access to the cold room stores and

other storage facilities was a denied to them .this undermined the whole exercise of delegation

and staff motivation. being a family business, the management not believed that they are the

only ones with access to the stores and not the other staff members

Feminization during the internship the intern was faced by a great challenge in formalizing

herself with the company operations which were diverse .Outspan hotel is a large company with

many functions.

Lack of cooperation from other employee the intern through interaction with others employees

noted that there was a negative attitude among employees working in different department and

this trickled down the way customers were being treated most employees had a negative attitude

towards the marketing department as a function and did not understand the importance of duties

undertaken by the department

Uncooperative customers marketing department deals with customer issues and acts as the

interfaces between the company and its customers. The intern experience in handling and

meeting the demand of some customers who are impatient, uncooperative and some time burden

was very challenging.

Overworking of employees at the reception was a great challenge because it is a 24hours

operating department the night shift was tiring and the overload of waking up early to do the

morning shift was very challenging to me.

Language barrier for customer who is from non English speaking language was a challenge to

me because of the purpose of communicating and delivering for them the service they want was

a big challenge.

Lack of proper communication channels the intern noted that there was lack of proper

communicating channels leading to communication breakdown among the staff most of the

policies made in the head office were either inadequately communicated

2.8 OVERCOMING THE CHALLENGES

I overcame the challenges I encountered in Outspan due to the positive attitude that I had and the

willingness to work for the organization to make it a better place for internship programmes.i

tried to educate the other staff of the importance of the marketing department and the importance

of team work which I thought the hotel was lacking. I tried to learn some French to avoid

language barrier by the customer

2.9 LIMITATION OF THE INTERNSHIP

Most of the company operations are centralized at the head quarter in Nairobi this was a limiting

factor because I was not in a position to be exposed on how the activities are carried out .and

visit the marketing team in Nairobi, Treetops Hotel was closed for renovation during my

internship and there did not experience the beauty in working for Treetops.

CHAPTER THREE

CONCLUSION AND RECOMMENDATION

3.0 CONCLUSION

Outspan has grown from its inception up to the current period much has been invested in the

form of capital investment which are the bases for its survival in the market and it is hoped

that with the current strategic plans ,it will grow to be industry leader as far as the hospitality

industry is concerned.

3.1 LEARNING

The intern is able to learn more and widely in the chosen career field of Marketing and is able

to communicate well with potential clients and work as a team player and deliver beyond

expectations.

3.1.1 UNDERSTANDING THE ORGANIZATION

Understanding the organization culture, practice, function and procedures clearly the working

culture of an organization, the way the employees operate as they perform the various tasks

duties and procedures put in place for achieving the organization goals is very important for an

employee.

3.1.2 APPLICATION OF EXPERIENCE GAINED

The intern gained a lot of knowledge during the internship from the application to the

academics to learning life situations thus learning and gaining hands-on experience necessary

for future appointments.

3.1.3 WORKING CONDITIONS

Outspan was an organization where as an intern you are offered a chance to do the actual work

like all employees which I found very good of the company and it’s an opportunity for the intern

to mature and be exposed to the outside world

3.2 RECOMMENDATION

Outspan hotel they should involved the community around in its social responsibility instead of

supporting the rich urban dwellers in the cities. This way they can grow faster and attain their

millennium goals.

The company management should employ qualified staff to be competitive in the market and

create a culture of innovation and research in the hotel industry in order to prevent competition

and increase its market share.

When Treetops is being reopened the hotel should try and rebrand its packages and services to

meet the new changes and deliver beyond the customer satisfaction and recruit a team that will

go that extra mile for the company.

The hotel should focus on customer satisfactions their number one priority in the hotel because a

dissatisfied customer can cause a lot of losses to be incurred by the organization.

Cooperation from other employees the outspan employees should learn to work as a team in

order to accomplish the organization goals that is why I advice the management to try and train

their staff on importance of team work.

The management should try and employ more employees from the marketing department this is

because for the company to increase its market share, retain its customers and prevent

competitors from attacking it there has to be a lot of research done by the marketing team and if

there is limited staff then at the end of the day the company is losing a lot.

The marketing department should be carrying out its advertisement in two weeks before the

actual event and try to be innovative in its adverts by use of colour and design not forgetting its

target market.

The outspan hotel experienced lack of co-ordination from the housekeepers to the reception in

the allocation of rooms which caused a lot of disappointments when guest arrive for check in

The reservations need to get adequate information about their clients before booking them in the

hotel, the hotel should redesign their beds due to a lot of customers complaining when I worked

at the reception this caused a poor image for the hotel and if not solved can cause the hotel to

loose its clients due to better competitors offering the best. The maintained should be at its feet

and dong check ups in the hotel to prevent complains about too hot showers or too cold customer

satisfaction should be key in Outspan.

Lack of reorganization of repeated clients and customer in Outspan is low, the company should

build on customer relationship of which is key in order to create customer goodwill and retain

them.

INTERNSHIP PROGAMME

DEPARTMENTS THE INTERN WORKED

FRONT OFFICE -3 WEEKS 1ST FEBRUARY TO 21 ST FEBRUARY 2012

SALES AND MARKETING DEPARTMENT 3 WEEKS 22ND FEBURARY TO 17 TH

MARCH 2012

FINANCE AND ACCOUNTS 19TH MARCH TO 3RD APRIL 2012