outspn final 3
TRANSCRIPT
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