EKA HOTEL ELDORET

PRESENTED TO: FRONT OFFICE DEPARTMENT.

PRESENTED BY: JACINTAH NAMAROME WAFULA.

ADMISSION NUMBER: FO-21-019

ACKNOWLEDGEMENT
INTRODUCTION……………………………

HISTORY OF EKA HOTEL…………

DEPARTMENTS
FRONT OFFICE………………………………

FOOD AND BEVERAGE…………………..

RESERVATION………………………………

HOUSEKEEPING……………………………

CONCLUSION………………………………

REFEREES……………………………………
ACKNOWLEDGEMENT

My special thanks are extended to the staff Of Eka Hotel who have imparted their vast knowledge and
so much assisted me during my time in the Hotel. It is through their valued support that I have been able
to finish my internship.

My grateful thanks are also extended to almighty God for taking care of me right from the time I started
my journey of education until the completion.

Finally, I wish to thank my parents for their financial support and encouragement throughout my
studies,

I owe successful completion of this report to all these people who were constantly beside me, cheering
me on and supporting me all the way during my fruitful time in Eka Hotel.

PREFACE

The need for hotel in training creates the need for any student to create a clear picture of what he/she
has done in the form of writing

This report contain information which was gathered during my three months of hotelin training at Eka
hotel

INTRODUCTION
Eka hotel is a four star hotel with 167 rooms. It is a contemporary style hotel that provides all
the comfort, convenience, dinning and efficiency to the discerning travelers
Eka hotel is located a long Mombasa road in Nairobi, the capital city of Kenya. Eka begun in the
year April 2012
Within a stay at Eka hotel, you will be close to nyayo national stadium and Nairobi city stadium.

VISION
To be the preferred hotel recognized for providing world class affordable hospitality
 MISSION
To acquire the loyalty of our clients by exceeding their expectations in offering comfort,
convenience and efficient service
CONTACT

EKA HOTEL ELDORET ORGANIZATIONAL STRUCTURE

General Manager

Assistant
manager

Accounting Maintenan Room

Banqueting Production
department ce/ Division
manager department
Security department

Chief Assistant
Accounta Manager Front office
Housekeepi
nt manager
ng

Service Food
department Production
Department

Chefs
Waiter
Cooks

Receptioni Reservatio
Switch Porters Cashier
st ns
Board
FRONT OFFICE

1. RECEPTION.

This is the department of the front office that has four receptionists and one supervisor working at
different shifts.

The working shift is as follows:

• The morning shift starting from 7:00am to 3:00pm

• Afternoon shift starting from 3:00pm to 11:00pm

• The night shift starting from 11:00pm to 7:00am

The reception desk is situated at the hotel entrance 2 meters away from where the guest alight from the
car or taxi.it is adjacent to Guest Relation desk.

This department liaises with other departments to ensure that guest expectation are met and exceeded
e.g. Reservations, Guest relation, concierge and also the maintenance department.
Within the reception there is a coffee lounge where guest group are given drinks like coffee, café latte
etc. and this is called a lobby.

The hotel uses the Fidelio system to check in and check out procedures and cashiering.

THE RECEPTIONIST
DUTIES AND RESPONSIBILITIES
• Ensures smooth check in and out of the guest

• Receives guest comments, complains and complements then channel the same to the concern
for the action

• Ensures that the correct information are entered into the guest registration form

• Ensures the room for check in are clean and ready by re-confirm with housekeeping the clean
and ready rooms are entered in the system

• Distribute all the information regarding arrival and departure to the relevant departure

• Complete the guest list ready for handover to the next shift

Shift opening procedures

• The incoming receptionist ensures proper handover from outgoing receptionist.

• He /she read the hand over discuses and clarifies all the entries with the outgoing
receptionist.

• He /she updates the incoming receptionist on the expected arrivals, departures, v.i.p.
occupancy out of orders

• Housekeeping report must be printed for the receptionist to reconcile the room status
with that in the system

• He all entries of the guests and for all guests are correctly done and amendments done
if necessary.

CHECK IN SYSTEM & CHECK OUT PROCEDURES

There are three procedures of checking in the guest:

• Individuals guest
 • Group guest

INDIVIDUAL GUEST
• The guest is welcomed to the hotel by the receptionist who check for reservation

• The receptionist print out the registration form and gives it to the guest to fill in the details

• The receptionist allocates the room and explains the meal plans to the guest

• The receptionist introduces the porter to the guest and hands in the room key ,then wishes the
guest a nice stay

• The porter picks the guest’s luggage and escort to the room

GROUP GUEST
• Before the arrival of the guest, the allocation of rooms and issuing of arrival list is given oto

housekeeping department so as to ensure that the rooms are clean before the arrival

• When guest arrived they are welcomed by the concierge

• Guest are directed to the lobby where they are given the registration form to
fill

• Confirmation is checked by the receptionist if the forms are correctly filled

• Assigning of the rooms by the receptionist and briefing on hotel facilities and meal time is given
out

• Guest are directed to the rooms by the porter

• Guest information or profile is entered into the system using the information the guest has given

CHECK OUT PROCEDURES

Check out time is 10:00am but in case the guest made a request of late checkouts, the request is only
guaranteed if the room is not needed for a new arrival. If the guest extends without any request he/she
is charged extra for that room.

Some of the reason why the guest may need to extend is due to the late flight PROCEDURES
 • The guest request to check out

• The guest hands over the key to the cashier who checks for unsettled bills

• The cashier prints out the bill and hand it to the guest.

• The guest paid the bill, it is cleared in the system and receipt printed, signed and given to the
guest

• The cashier then give the guest a check out pass that shows that the guest had paid for all the
services that he/she was given while in hotel

VIPS
• Acknowledge great and welcome guests immediately they approach the desk.
• Ask them if they have a reservation. If they do, give them the registration card to fill. Ensure
everything in the card is filled.

• The guest registers.

• The porter then escorts the guest to the room as he/she informs them of the facilities available.

FACILITIES FOUND AT FRONT DESK

COMPUTER

Used for the following details

• Shows the ready room to be sold in the hotel by simply looking at the housekeeping status

• Use to write mails between inter departments and other mails of the hotel

• Helps in tracing the guest history

• Allow the guest details to be safe while still in house

• Has room rack that helps to show the current

 • Helps to determine availability of the rooms in the hotel and bed occupancy at any particular
moment

PRINTER

The printer is connected to the computer at the reception and other within he hotel.it is use to print the
reports schedule within the hotel e.g. Rosta schedule, reservation forecast

TELEPHONE: There are 2 telephone at the reception.

CONCIERGE:

This department is under control of the head porter. He is responsible for running and well-being of is
department.

The porter is one of the key members of staff who is closest to the guest, he meets the guest upon
arrival and he is the one to attend to the upon departure. He has diverse knowledge of the hotel
facilities because he is the one to introduce the hotel facilities to the guest upon arrival.

facilities of the hotel and how the facilities function Duties of the concierge.

Deliveryicking of l
uggage to and from the roomStorage of luggageIntroducing guest to theThey
act as office messengers
PROCEDURES OF HANDLING GUEST LUGGAGE.
The hotel has standard procedures of handling luggage. The following are the procedures;

This department deals with both luggage of the in house guest and arrivals.

• Baggage is received and verification is done to confirm what the bag contains. This is done by
requesting the guest to grant permission.
 • Porter on duty must ask the guest to give their details for security purposes such as name, room

number, identity ▪Number, mobile number.

Contents of baggage card.

▪ Name of the guest ▪Identity number.

▪ Phone number.

▪ Type of luggage.

▪ Remarks: This states the nature of the item kept either fragile or if it should be

handled with a lot of caution.

• Porter always asks the guest to sign the luggage card and verify whether details given is correct.

• Time of picking luggage is indicated in the card. Also name of person who will pick the luggage
must be indicated.

• It is the duty of the porter to tag the luggage and take it to storage room.

• The procedure of verifying the owner’s details is done by the porter. To closely check that the
right baggage has been collected by the right person
This is the department of the front office that has four receptionists and one supervisor working at
different shifts.

The working shift is as follows:

• The morning shift starting from 7:00am to 3:00pm

• Afternoon shift starting from 3:00pm to 11:00pm

• The night shift starting from 11:00pm to 7:00am

The reception desk is situated at the hotel entrance 2 meters away from where the guest alight from the
car or taxi.it is adjacent to Guest Relation desk.

This department liaises with other departments to ensure that guest expectation are met and exceeded
e.g. Reservations, Guest relation, concierge and also the maintenance department.
Within the reception there is a coffee lounge where guest group are given drinks like coffee, café latte
etc. and this is called a lobby.

The hotel uses the Opera system to check in and check out procedures and cashiering.

THE RECEPTIONIST
DUTIES AND RESPONSIBILITIES
• Ensures smooth check in and out of the guest

• Receives guest comments, complains and complements then channel the same to the concern
for the action

• Ensures that the correct information are entered into the guest registration form

• Ensures the room for check in are clean and ready by re-confirm with housekeeping the clean
and ready rooms are entered in the system

• Distribute all the information regarding arrival and departure to the relevant departure

• Complete the guest list ready for handover to the next shift

Shift opening procedures

• The incoming receptionist ensures proper handover from outgoing receptionist.

• He /she read the hand over discuses and clarifies all the entries with the outgoing
receptionist.

• He /she updates the incoming receptionist on the expected arrivals, departures, v.i.p.
occupancy out of orders

• Housekeeping report must be printed for the receptionist to reconcile the room status
with that in the system

• He all entries of the guests and for all guests are correctly done and amendments done
if necessary.

CHECK IN SYSTEM & CHECK OUT PROCEDURES

There are three procedures of checking in the guest:

• Individuals guest
 • Group guest

INDIVIDUAL GUEST
• The guest is welcomed to the hotel by the receptionist who check for reservation

• The receptionist print out the registration form and gives it to the guest to fill in the details

• The receptionist allocates the room and explains the meal plans to the guest

• The receptionist introduces the porter to the guest and hands in the room key ,then wishes the
guest a nice stay

• The porter picks the guest’s luggage and escort to the room

GROUP GUEST
• Before the arrival of the guest, the allocation of rooms and issuing of arrival list is given oto

housekeeping department so as to ensure that the rooms are clean before the arrival

• When guest arrived they are welcomed by the concierge

• Guest are directed to the lobby where they are given the registration form to
fill

• Confirmation is checked by the receptionist if the forms are correctly filled

• Assigning of the rooms by the receptionist and briefing on hotel facilities and meal time is given
out

• Guest are directed to the rooms by the porter

• Guest information or profile is entered into the system using the information the guest has given

CHECK OUT PROCEDURES

Check out time is 10:00am but in case the guest made a request of late checkouts, the request is only
guaranteed if the room is not needed for a new arrival. If the guest extends without any request he/she
is charged extra for that room.

Some of the reason why the guest may need to extend is due to the late flight PROCEDURES
 • The guest request to check out

• The guest hands over the key to the cashier who checks for unsettled bills

• The cashier prints out the bill and hand it to the guest.

• The guest paid the bill, it is cleared in the system and receipt printed, signed and given to the
guest

• The cashier then give the guest a check out pass that shows that the guest had paid for all the
services that he/she was given while in hotel

VIPS
• Acknowledge great and welcome guests immediately they approach the desk.
• Ask them if they have a reservation. If they do, give them the registration card to fill. Ensure
everything in the card is filled.

• Give the guest a welcome juice.

• The guest registers.
• The porter then escorts the guest to the room as he/she informs them of the facilities available.

FACILITIES FOUND AT FRONT DESK

COMPUTER

Used for the following details

• Shows the ready room to be sold in the hotel by simply looking at the housekeeping status

• Use to write mails between inter departments and other mails of the hotel

• Helps in tracing the guest history

• Allow the guest details to be safe while still in house

• Has room rack that helps to show the current

 • Helps to determine availability of the rooms in the hotel and bed occupancy at any particular
moment

PRINTER

The printer is connected to the computer at the reception and other within he hotel.it is use to print the
reports schedule within the hotel e.g. Rosta schedule, reservation forecasting.

RECEPTION DIARY It is used to record both the future and present activities that are taking place
in the hotel.

TELEPHONE: There are 2 telephone at the reception, 1 for reservation and 1 which guest make calls
through switchboard.

KEY DRAWER

This is where all the vacant keys are kept. Keys are electronic cards.

Porterage:

This department is under control of the head porter. He is responsible for running and well-being of is
department.

The porter is one of the key members of staff who is closest to the guest, he meets the guest upon
arrival and he is the one to attend to the upon departure. He has diverse knowledge of the hotel
facilities because he is the one to introduce the hotel facilities to the guest upon arrival.

Duties

• Delivery and picking of luggage to and from the room.

• Storage of luggage

• Introducing guest to the facilities of the hotel and how the facilities function

• They act as office messengers

PROCEDURES OF HANDLING GUEST LUGGAGE.

The hotel has standard procedures of handling luggage. The following are the procedures;

This department deals with both luggage of the in house guest and arrivals.
 • Baggage is received and verification is done to confirm what the bag contains. This is done by
requesting the guest to grant permission.

• Porter on duty must ask the guest to give their details for security purposes such as name, room

number, identity ▪Number, mobile number.

Contents of baggage card.

▪ Name of the guest ▪Identity number.

▪ Phone number.

▪ Type of luggage.

▪ Remarks: This states the nature of the item kept either fragile or if it should be

handled with a lot of caution.

• Porter always asks the guest to sign the luggage card and verify whether details given is correct.

• Time of picking luggage is indicated in the card. Also name of person who will pick the luggage
must be indicated.

• It is the duty of the porter to tag the luggage and take it to storage room.

• The procedure of verifying the owner’s details is done by the porter. To closely check that the
right baggage has been collected by the right person.

LOBBY.
This is the section in the front office where guests do have a sit in order to rest or awaiting to be
attended.

Assist the guest in case of any enquiries and direct them as they request.

Ensure the lobby is clean at all times.

Talk to guests in liaison with the guest relations to ensure they have been assisted and have received the
services as required.

Assist the receptionist in case of heavy check-in.

Ensure guests at the lobby are all taken care of and that no guests should be at the lobby unattended

FOOD AND BEVERAGE DEPARTMENT

Eka hotel has stirred up the local culinary scene with two restaurants and two bars that cater to
the needs of our diverse clientele. Eachdining experience provides our guests with a taste of a
broad selection of international and local. Eachdining experience provides our guests with a
taste of a broad selection of international and local cuisine
The food and beverage department comprises of the following sections
1. Conference and banqueting
2. Galaxyrestaurant, terrace
3. Galaxy bar
4. Room service

A. CONFERENCE AND BANQUETING

The hotel boasts meeting and events venues that suit every occasion. There are three meeting rooms
and executive boadrooms fully serviced and air conditioned. Each room can be adopted to suit specific
needs, offers audiovisual equipment and a business center dedicated to the needs of the conference
users

TYPES OF SET UP

✔ U shape

✔ Round tables

✔ Theater style

✔ Classrooms

✔ Boardroom
Various rooms and the capacity hold
Basically the capacity relies on the type of set up put in place

Meeting rooms Number of persons

Sosiani A,B,C 200

 Moiben 30

Sirgoit 30

Ndalat 15

Rimoi 15

Equipment’s

● Tripod projector with screen

● PA system with microphone

● Note pads and pens

● Flipcharts

Types of guests

▪ Business clients and corporate guests

▪ Training guests from various firms/organizations

▪ Tour and travel guests

▪ Birthday, anniversary, celebrations , graduations

Services provided

⮚ Early morning tea

⮚ Ten o’clock tea

⮚ Lunch served either

⮚ 3pm tea

B.GALAXY RESTAURANT
The galaxy restaurant overlooks the swimming pool. It is the ideal spot to enjoy well selected breakfast
and all day alarcarte snack dinning.
The restaurant has 5 stations each with 4 seating squared tables.

Services include;

Buffet- breakfast and lunch sometimes and amini dinner buffet

A lacarte

C.COFFEE SHOP
Specialty coffees menu and preparations procedures

HOT DRINKS

⮚ Espresso

⮚ Cappuccino

⮚ Espresso macchiato

⮚ Laffe macchiato

⮚ Café mocha

⮚ Café laffe

⮚ Café American

HOUSEKEEPING
It is the hotel department in charge of cleaning and maintenance of rooms and public areas and aesthic
upkeep of the hotel.

Eka hotel rooms are designed to provide the highest level of comfort, convenience and efficiency. The
hotel provides bed and breakfast.Guesta staying in the hotel have exclusive access to gym, swimming
pool and internet.

The hotel has 169 air conditioned rooms

Room type Number of rooms

Superior / Standard 78

Paraplegic suite 1

Business suites 4

Executive suite 1

Presidential suite 1

Eka hotel rooms are air-conditioned and equipped with;

✔ A flat screen TV with satellite connection

✔ Plug and play panels

✔ Direct dial international telephone

 ✔ Complimentary Wi-Fi access

✔ Minibar

✔ Electronic personal safety deposit box

✔ Tea-and coffee making facility

✔ Hair dryers iron and ironing boards are available on request

-Ac in the room
-Arabic brush
-Two slippers and two bath robs
- Bible
-Laundry list

HOTELS RATES.
1. RESIDENTIAL RATES

ROOM TYPE MONDAY-THURSDAY RATES FRIDAY-SUNDAY RATES

SUPERIOR/STANDARD 10500 (single) 12700 (double) 8500 (single) 10500 (double)

BUSINESS SUITE 14700(single) 16900( double) 12(single) 14700 (double)

EXECUTIVE SUITE 28000 25000

PRESIDENTIAL SUITE 38000 26775 (single) 28775 (double)

2…NON RESIDENTIAL RATES (USD)

ROOM TYPE SUNDAY-THURSDAY RATES FRIDAY-SATURDAY RATES

SUPERIOR /STANDARD 277 (single) 299(double) 277(single) 299 (double)

 BUSINESS SUITE 405 (single) 427( double) 405(single) 427(double)

EXECUTIVE SUITE 533(double) 555(double) 533(single) 555(double)

PRESIDENTIAL SUITE

CONCLUSION

The hotel itself is a great place to gain much experience when it comes to the Fidelio systems which they
have been using since I started my in training. But in that case they must consider the changes in outside
as the hospitality industry is changing drastically and therefore it is high time that all hospitality
establishments and training institutions learn to adapt quickly to these changes in order to improve
customer satisfaction and uphold the reputation that has taken so long to build.

It is important for the Government also to chip in enough funds to aid in education of all employees in
these industry through frequent refresher courses and drills in recognized institutions and also review
some of the policies which have been endorsed and quite not favorable to the industry itself.

REFERENCE
Personal Experience.

Inquiring from the hotel staff.

#THANKS GOD….