KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY

(KNUST)

NAME: ANKOMAH ROSEMARY ADOMA

ID: 20683403

INDEX: 8845819

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 BA. Culture and Tourism

SUBJECT: Internship report

Hills Haven Hotel, Ofankor Hills Estate

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Table of Contents
Acknowledgments..................................................................................................................................... v
Abstract...................................................................................................................................................... vi
PART ONE.................................................................................................................................................. 1
1.0 General Information about the Establishment....................................................................................1
1.1 Name of Establishment..............................................................................................................................................1
1.2 Postal Address....................................................................................................................................... 1
1.3 Location......................................................................................................................................................................1
1.4 Type and Class....................................................................................................................................... 1
1.5 Size and Capacity.................................................................................................................................. 1
1.6 Ownership/Directorship/Management/Affiliations..............................................................................1
1.7 Volume of Business.............................................................................................................................. 2
1.8 Main sources of clientele and patronage............................................................................................. 2
1.9 Observation about Hotel....................................................................................................................... 2
1.10 Information on clientele of Hills Haven Hotel........................................................................................................2
1.11 Specific Competition to Hills Haven Hotel.............................................................................................................2
1.12 Management philosophy or corporate culture of the hotel......................................................................................2
PART II........................................................................................................................................................ 4
2.1 Description of Premises........................................................................................................................ 4
Architectural layout......................................................................................................................................... 4
Commercial Amenities...................................................................................................................... 7
General Observation.......................................................................................................................... 7
The Bar Counter................................................................................................................................. 8
The Bar................................................................................................................................................ 9
Guest Rooms.................................................................................................................................... 10
2.2 Organizational Structure........................................................................................................... 11
2.3 Management, Training and Employee Information.........................................................................13
PART III..................................................................................................................................................... 14
Section 1. The Food Production Department........................................................................................ 14
General description of the kitchen................................................................................................. 14
SECTION 2: Food and Beverage Service and Sales Department...........................................................17
Section 3: Front Office Department............................................................................................................. 19
Section 4: Housekeeping Departments.................................................................................................. 24
Section 5: Support Departments................................................................................................................27
PART IV Evaluation and Critique............................................................................................30

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Acknowledgments

As my academics and internship experience are success, I express my deepest appreciation to all
those who provided me the opportunity and guidance. First and foremost, I thank the almighty
Lord for giving me Life. I cannot wish for anything more from Him. A special gratitude I give to
Mrs. Bernice Osei Agyeman, chairwoman of Hills Haven Hotel. Who gave me the chance of
doing internship with this esteem establishment, I say thank you very much. To Mr. Augustine
Ahun and Mrs. Gifty Asamoah all board members of the hotel for your contribution, suggestions
and encouragement, I really appreciate you all.
I would also like to acknowledge with much appreciation the important role of all the department
heads especially, Mr. Baba who in spite of his duties, got time to listen, guide and keep me on
the correct path. And also to all staffs of Hills Haven Hotel who directly or in directly helped me
throughout my internship days God bless you all. Furthermore, distinguished appreciation also
goes to the management of Kwame Nkrumah University Of Science and Technology (KNUST)
and the SOCIOSO department for making this internship part of the requirement in obtaining
BA. Culture and Tourism.

Finally to my special friends Mr. ken Wireko and Mrs. Ivy Asare and all my siblings for their
support and encouragement, I appreciate you all.

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Abstract

The main goal of doing an internship is to get practical knowledge of the hospitality industry and
apply learned skills within a different culture. On the first working day, my internship was
explained in detail including which departments I would work in, the length of time for each and
the details of the supervisor and training I would receive. I began my internship by training as a
receptionist at the front office, then I went to the housekeeping department, moving then to food
& beverage department. The internship provided me key learning experiences and gave me
transferable skills that will assist me in my future career in hospitality. I have managed to
complete all assigned tasks in a timely manner fulfilling all internship requirements according to
the hotel standards. The internship report starts with a characterization of the hotel and brand, an
internal and external analysis and the general aspects in regard to the hotel differential elements
and competitors. Through a literature review a full description of all departments and duties was
explored, pointing out problems faced and what could be improved.

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PART ONE
1.0 General Information about the Establishment
1.1 Name of Establishment
Hills Haven Hotel ,Ofankor

1.2 Postal Address

Franco Hills Estate Pokuase,Tel.(0302982986)
Email: info@hillshaven.com

1.3 Location
# Ofankor hills Estate Pokuase, Ghana.

1.4 Type and Class

Hills Haven Hotel is a 4.3 star hotel, a business and family oriented hotel.

1.5 Size and Capacity

 Hills Haven Hotel has 710 square feet (66 square meters) of space consisting of
one (1) conference space and a meeting room; The conference room can take
between One hundread and fifty (150) guests.
 Twenty-one (21) well-furnished air-conditioned rooms featuring refrigerators
and flat-screen televisions.
 The hotel operates a twenty-four (24) hour fitness center and airport shuttle;
 A restaurant which operates local and continental dishes;
 Free self parking on site;
 Uninterrupted wireless internet access; and
 Offers wedding reception and birthday parties.

1.6 Ownership/Directorship/Management/Affiliations
The hotel is made up of three (3) Board of Directors.
Mrs. Bernice Osei Agyeman - Board Chair & Finance Controller
Mrs. Gifty Asamoah - Board Member
Mr. Augustine Ahun - Managing Director

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 1.7 Volume of Business
 Hills Haven hotel operate 24 hours a day and seven days a week,
including weekends and holidays.
 The hotel operates a 24 hour restaurant and bar service to
organizations, individuals and families.
 Conference and banquet on regular basis.

1.8 Main sources of clientele and patronage

The main sources of clientele are;
 Families;
 Private organizations;
 Public organizations and
 Individuals

1.9 Observation about Hotel

 Guests use the hotel ambiance for wedding receptions and birthdayparties
because the hotel has a very big compound and nice recreational center.
 Guests patronize the hotel’s DS TV live Matches during weekends and
holidays.

1.10 Information on clientele of Silicon Lodge Hotel

 Private and Public organization
 Families
 Tourist

1.11 Specific Competition to Hills Haven Hotel

 The hotel is facing competition from Fiesta Royal hotel and Ray poach hotel.

1.12 Management philosophy or corporate culture of the hotel

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Vision

To be guests first choice, by aiming to create everlasting memories through an unmatched

personalized service

Mission

The mission of the hotel is to provide genuine heartfelt hospitality, that will engrave a unique
experience in the heart and mind of every guest.

Values

 Accurate
 Anticipating
 Committed,
 Courteous
 Persistent
 Efficient
 Ethical
 Innovative
 Sustainable

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PART II
2.1 Description of Premises
Architectural layout
 The architectural layout of Hills Haven Hotel is U-Shape. The front view of the hotel has
two floors thus the grand floor, first floor and second floor. The grand floor is made up of
the front Office, Housekeeping, Food Production Department and engineering, security
and maintenance offices. The first floor is made up of restaurant, conference rooms and
the gymnasium. The second floor is made up of guest rooms. The right view of the hotel
is made up of the bar.
 The condition of properties of Silicon Lodge Hotel meets the requirements of a 4.3 star
hotel. The hotel is maintained properly, where housekeeping and guest rooms are cleaned
daily, maintenance works are done regularly on equipment’s. Where air conditions, and
electrical works are serviced on regular bases.
The U-shape Architectural layout of Hills Haven Hotel makes it possible for all
departments to be notice.The bar is on the right hand side whiles offices and conference
rooms are at the left hand side with guest rooms at the back.

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The front view with of the hotel with offices on the ground floor and conference rooms on the
first floor.

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 The Hills Haven Hotel Swimming Pool

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Commercial Amenities
 Hills Haven Hotel has seventeen (17) standard rooms, two (2) executive rooms and two
(2) executive suites. In all it has a total of 21 rooms
 The standard room charges ₵250 per night;
 Executive suites charges ₵300 per night; and
 The executive charges ₵350 per night.
 The hotel operates live band services during Friday night which generate revenue.

General Observation
 Food is delivered on time and staff is very professional.
 The bar offers variety of drinks and drinks are sold at affordable prices.
 The bar is located at a strategic position so when a guest enters the hotel, the location
of the bar attracts guest.

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The Bar Counter

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The Bar

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Standard Room

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EXECUTIVE SUITE

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 2.2 Organizational Structure

Director

General Manager

Marketing Manager F&B Manager House Keeper

Executive Chef

Marketi F/O Room

ng Attendan

Accountant

Assistant Accountant

Head Chef Restaurant Manager

Front Office Assistant

Senior Cook
Head Waiter

Drivers Security Porters

Cooks
Waiters
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Hills Haven hotel is a 4.3star hotel, the organizational structure is in line with a 4.3 star hotel
organizational structure. The hotel has a board chair who is the finance controller. It has a line
departments made up of the Managing Director and Supervisors. The supervisors report to the
managing director whiles, the functional departments made up of the General Administration,
Engineering and maintenance department, Sales and marketing department as well as the food
production department make up the functional department and they report to their respective
supervisors.

The hotel has a total of about thirty to thirty- five (30-35) staff which comprises; Board
Chair and Finance Controller – 1
Managing Director – 1
General Manager 1
Department manager -1
Supervisor -2
Front Office –3
Housekeeping–4
Other functional department – 3
Food production (Kitchen, bar restaurant) – 4

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2.3 Management, Training and Employee Information
 New employees go through an intensive one week training/orientation before they are
employed. I was privilege to be a part of the training. New employee and I were
introduced to the; mission, vision, core values and goals of the hotel.
 After a week intensive training my work begun in the housekeeping department, then to
the food production department and restaurant and finally in the front office.
 The training has enhanced my skills in housekeeping where every morning I clean the
guest rooms, mob and ensure beds are properly laid. I learnt how the arrange items in the
guest room. I did housekeeping for a week with my supervisor.
 The second week, I was taking to the Food Production department where, I was trained
on how to prepare salad, how to store food and where to store food in the kitchen. I learnt
on the types of freezers, the cold freezer, meat freezer and fish freezer.
 I learnt about room service kitchen and the procedure for issuing food. I was taught how
to be a bar attendant.
 The third week, I learnt about the front desk roles, how to book reservation for guest. The
process guest goes through to check-in and check-out, how to make phone calls. The
process you go through to book a room. How to change a currency.
 I performed some roles such as porter where I help guest carry their luggage, show guest
their rooms and also open gates for guest.

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PART III
Section 1. The Food Production Department

General description of the kitchen

Hills Haven Hotel has three sections in its kitchen department due to the hotel’s size and
class. The sections of the kitchen are cold kitchen and banquet kitchen, butchery kitchen
as well as pastries and bakery.
Cold Kitchen and Banquet kitchen; Is a kitchen which provides cold food like salad,
sandwiches, cold cuts, cheese plates whiles the butchery kitchen use to cook hot food
only like shito, banku and fried rice.
Butchery kitchen: Is a kitchen which issued to cut all size and type of meat, fish and slice
fish as well.
Pastries and Bakery Kitchen; is a kitchen which is use to bake bread, buns whiles the
pastries are for sweet and desert.

Kitchen Equipment
Some equipment used in the kitchen are.
slicer- to slice meat and bread.
cheese slicer – To slice cheese.
Mixing machine – to mix bread, butter and the

Standard of hygienic condition of the kitchen

Working surface of kitchen is sanitized before, during and after work;
Stewards clean the kitchen, before, during and after work
Stewards change the trash bag frequently in the bin.
Engineers ensures there are no leakages and choking in the kitchen.

Food Storage in the Kitchen

The storage facilities include; Fish freezer, meat freezer, walk in fridge, vegetable fridge
and salad fridge.

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Procedure for Issuing Food Items
To receive items, a receiving form is used. When supplier brings items, items are
checked and documented on the receiving form.
Items received are dated to separate the old stock from new stock. To
dispense food items, stock book is use to receive and open stock.

System of Production control.

Portion Control; At Hills Haven Hotel, portion control is use for food costing. Where
each item uses to prepare food is calculated and multiplied by labour, utility, fuel and
energy to arrive at a cost and then sold to guest.

Food Recycling; Is also known as FIFO. First In First Out. Where items that comes in
first, goes out first.

Menu Planning: To plan a menu at Hills Haven Hotel, the following are considered
i. The environment, location of the hotel;
ii. The type of guest and customers that visits the hotel determines the dish or food
to serve.

Reports prepared by Chef

Reports are prepared weekly due to class and size of the hotel. Reports are prepared on
Fridays and submitted to management on Mondays during management meeting.

Kitchen Training
Trainings are organized for kitchen staff when there is a new staff or when a new recipe
is introduced.
Orientation is done when new staff is recruited into the hotel.
At least a training is held every six months when new recipe is introduced.

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 Duties and Responsibilities of key kitchen staff
Chief Chef He manages and controls the kitchen, prepares roster and does the
shopping list for the kitchen.
Steward: They clean the kitchen every day.

THE ORGANIZATIONAL STRUCTURE OF THE FOOD PRODUCTION

DEPARTMENT

EXECUTIVE CHEF
HEAD CHEF
SENIOR COOK

COOK

The chief chef/cook manages the kitchen, he/she controls the kitchen and prepares the roster.
The cook assists the head chef/cook.

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SECTION 2: Food and Beverage Service and Sales Department

The restaurant takes about fifty guests and it is in good condition. Silicon Lodge hotel has a
specialty restaurant and a cocktail bar.
The serving style used are; on-trail service, in room dining and take out.
The cashiering and revenue control system used is ezec front desk. The ezecis a billing system
used for monitoring transaction at Silicon lodge hotel.

 The hotel has a gallery bar which serves drinks, cocktail and snacks. Some cocktail drinks
served are; Mojito and long Island ice where both drinks are sold for Gh55 cedis.
 Some soft drinks served are; Coca cola, Fanta, Malta Guinness and a glass of juice for
Gh20 cedis. These drinks go for Gh10 cedis per bottle.

Standard of Bar Service;

Accuracy with speed and a smile.

Bar Control System

When a guest makes an order through a bar attendant or a waiter, the waiter or bar attendant
enters the order into the micros, then the waiter serves the guest. After serving the guest, the
waiter gives the bill to the guest for payment.

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Comments on F & B Department
Staffs in the F & B department are professional; they dress very neatly because they are
always expected to lookand feel good all the time.
Customer service is very keen in this department of the hotel. They coordinate very well with the
front office in terms of maximization of their sales.

Internal training is held daily for fifteen (15) minutes before work commences. The
training is done by supervisors.
External training is held once every two month by Guinness Ghana limited on handling and
storage of different type’s drinks and how to be a great bar attendant.
Bacardi offers external training for bar attendants on how to mix cocktail.
Salesmanship is done at Silicon Lodge Hotel where bar attendants convince guests to spend
more than their budget.

Standard of Service
Beverage are served on the right side of guest and plates are cleared on the right side of each
guest.

Duties and Responsibilities of F & B manager

The manager manages all outlets in the hotel;
Prepares and gives budget for the year; and
Manages revenue and expenditure of F & B department.

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KITCHEN VIEW

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Section 3: Front Office Department

Outlay and Set-up

The front office of Hills Haven hotel is well organized and makes guest feel welcome. The front
office has a laptop, printer, scanner, photocopier machine and a binding machine. The front
office has a reliable wireless internet.
The front office is well spaced with a set of table and drawer, 52 Inches television and Air
condition fixed in the left hand corner upon entry. The right hand side of the office has a fire
certificate, GRA certificate and Ghana Tourism Certificate.
The hotel has a generator plant to provide reliable source of electricity should they experience
light out.

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THE FRONT OFFICE

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Reservation System
Reservations are done by both public, private sector organizations and individuals.
The front office uses Ezee front desk 7.0 to transact all work in the hotel. The hotel
has various colors to indicate or show occupancy rate each day. Yellow - vacant
room
Blue - occupied
Green - reserved
Red - out of order
Purple - Due out

To make a reservation, an organization calls or walks –in to do a reservation, these are

the steps in making a reservation if the organization has shown interest and has agreed to
use the hotel facility.
i. Date and time of arrival;
ii. Person or persons involved;
iii. Names and position of guests;
iv. Types of rooms available and rooms guests are interested in;
v. Number of days to stay in the hotel;
vi. Other services of the hotel such as, meals, drinks, gymnasium.
vii. There is confirmation and agreement from the hotel and the organization a day
before arrival.
Again, walk-in guest reservation is different from organization because for walk – in,
payment has to be done before reservation is confirmed. Unlike organization reservation,
bills are sent at the close of the program. The hotel has three categories of rooms namely.
 Standard room - Gh₵250 per night
 Executive room - Gh₵300 per night
 Executive suite - Gh₵350 per night.

Front Office runs three (3) shifts a day; morning, afternoon and night before Covid-19

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Morning Shift; - 6am to 2pm
Afternoon Shift; -2pm to 10pm
Night shift; - 10pm to 6am

Comments on Front Office Personnel

Front office personnel at Hills Haven Hotel are very professional and hospitable. They
discharge their duties diligently.
Training/Orientation is held when a new staff is recruited and for every three months
trainings are held for front office staff. Front office staff are professionals in handling
complaints. When guest makes complains, depending on the nature of the complain, the
front office staff do their best to find solutions and answer challenges facing guests.

Duties of Night Auditor

The night audit reconciles and records moneys received by front office staff; The night
audits reconcile and records sales made by bars and restaurants;
Night auditor records all sales and payment made by front office, bars and restaurant and
reports to the accountant

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 Duties of Front Office Personnel
1. Makes reservation for organizations and walk-in guest
2. Handling complain of guest
3. Receives phone calls
4. Receive Payments

Organizational chart of Front Office department

Organizational chart of F & B department

F&B Manager

Front Office Supervisor

Front Office Assistant (Receptionists)

Drivers Security Porters

Duties of Front Office Manager

The Front Office Manager supervises the duties of front office personnel, porter and doormen.
The Front Office Manager supervises the duties of the night auditor.
The Front Office Manager ensures complains are handled professionally and
challenges facing guests are solved.
He prepare the duty roster for the department.

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Section 4: Housekeeping Departments
The housekeeping department is made up of three sections namely; Laundry, Floor
men and Room Attendants.

Laundry facilities
The laundry facilities are made up of washing machine, dryer and ironing board. Maintenance of
machines and equipment’s are done when it gets faulty or spoils. Some chemicals used by the
laundry are power zone, liquid soap, stain remover and starch.

Floor men; Are responsible for cleaning the entire premises of the hotel and departments like
the restaurant, bar area and conferences rooms

Room Attendants; they are responsible for the general cleanliness of rooms, guestrooms,
bathrooms and guest kitchen. and also lay beds and other tidiness of the rooms.

Comment on Housekeeping and Laundry Staff

The housekeeping department at Hills Haven hotel perform their duties very diligently and
always coordinate very well with the front office when it come to guest room cleaning and
neatness. The entire hotel premises were always clean.
Laundry staff washes bed sheet and other items in the room and also help guest with their
laundry and deliver them to the right person.

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Duties of the Housekeeper
Housekeeper supervises activities of the laundry staff and room attendants and ensures all guest
rooms are kept clean.
Housekeeper prepares report and submits to management and the board during management
and board meetings.
Prepare duty roster for the department
Prepare orders or supply for thing and items need by the department.

System of Linen Control

Room attendants have a recording book for guests. Room numbers are written on theneck or on a
paper and paste on cloth of guests for easy identification when room attendants come for their
clothes for washing.

Comments of Housekeeping Department

There is a cordial and an excellent relationship between the housekeeping department and other
department.
The room attendants always keep records of items in the guest rooms when he/she is cleaning
guest rooms. When items in the rooms are dirty, he/she sends the items to the laundry to be
washed.
After cleaning guest rooms, the room attendants clean the room and put items in their rightful
place.

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 Organizational chart of Housekeeping department

EXECUTIVE HOUSEKEEPER

1 Rooms Supervisor 1 Public Area Supervisor 1 Laundry Supervisor

4 Room Attendants 2 Public Area 2 Laundry

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Section 5: Support Departments

Purchasing

Goods are received directly from supplies. The receiver (Hills Haven hotel) brings along their
purchase order and the items they want to purchase. The hotel uses a system called First Come,
First Serve (FIFO).

Facilities
Facilities used at Hills Haven hotel have freezers used for freezing items. Fruits and vegetables
are washed and stored in facility.
Dry items are kept in dry stores called sanitation.

Issuing Procedure
A requisition is raised in the system and approval is sought from the Managing Director. When
approval is giving then stores issue items to the various department.

Stocktaking procedure
After stocktaking without system figures, quantities are counted physically and they are cross
checked with system stocks. If there are variances, the stock team rectifies the differences.

Cost Control
To checks outlet stocks
Update menu prices.
The cost control measures are used to project the revenue made and what sales have been made.
A reports is prepared for the Managing Director to know if sales is either equal to or less than or
more than items requested for in the outlet for sales.

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Other Functional Departments
Personnel Department
Personnel department handles recruitment of staff, trainings of staff. Updates the
account department on staff update, for payments;

Accounts department
The accounts departments prepare payment vouchers for payment to suppliers; Banks
monies received at the hotel;
Process staff salaries.
Gives Imprest to other departments when they run out of money. Prepare the
finical statement of the hotel for management.

Sales and Marketing

They advertise the hotel to the general public;
Convince organizations about services rendered by Hills Haven Hotel, facilities the hotel has, the
discount given to organizations when they decide to organize programs at the hotel.

Security Department
Security department ensures properties are protected, lives are saved and also ensures due
process are followed when guests are at the hotel.

Engineering and Maintenance Department

Engineering and maintenance are responsible for;
 Heating, ventilation and Air condition; This department ensures freezers, air conditions
are in good shape and functioning properly. When there are problems they fix them.
 Kitchen and Laundry; The department ensures kitchen equipment’s; laundry machines
are functioning, and repair works are done when they are faulty.

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 Plumbing: The maintenance and engineering department ensures water are flowing in the
hotel and blockages are repaired when there is a problem.
 Electrical; The department ensures all lightening and issues in relation to electrical are
functioning properly;
 Carpentry; The department ensures door, locks are repaired when there are faulty;
 Painting; The department ensures rooms are painted, doors are all painted;
 Audio-visuals: The maintenance department ensures microphones, zoom online meeting
are set as well as stage are prepared for events, conferences.

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PART IV Evaluation and Critique
Strength
 The price of guest rooms and conference rooms are affordable as compared to other two
star hotels in the environs. Due to their affordable prices, organization prefer to hold
program at Hills Haven Hotel.
 Staff of Hills Haven Hotel are very professional, hardworking and they are honest.
 The hotel restaurant runs all day of the week and the chef is well trained and his dishes
taste nice and nutritious.
 The hotel has a gymnasium which is affordable and is patronize by residents that live
around Ofankor and its environs.

Weaknesses
 The hotel has to upgrade it software application (Ezee front desk 7.0 to Micros)
 The hotel is understaffed in all departments.
 The laundry department needs additional equipment.

Feelings about the Internship

 The internship has expose me to the hospitality and tourism industry, the various
departments and their respectively functions in a hotel;
 The internship has strengthened my interpersonal and my communication skills.
 The internship has taught me how to prepare local and continental dishes.
 Though most staff in various department cooperated with me to teach me about the job, I
didn’t get the opportunity to learn a lot about the maintenance and security section of the
hotel.

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Suggestions to Improve the Internship Experience
The duration for the internship exercise should be extended because the hospitality and tourism
industry is a very big industry. One has to learn everything about each department and sections.

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OBSERVATION AND RECOMMENDATION
With additional cost coming from the purchase of items like face mask, hand sanitizer and the
rest all due to the COVID-19 Pandemic the hotel still run and function fully. Although staffs had
to be cut down all department run correctly and efficiently.
I observe there is a chain of command between all departments and functional department. Every
department performs it functions diligently and professionally. And also, all department
coordinate very well for the smooth running of the establishment, all staff relate well with each
other and perform their duties well, on time and diligently.
I also noticed silicon has a poor waste management system, and that is really bad.

I recommend that Hills Haven hotel in the near future should open their gym to the general
public especially on weeks which can also generate extra revenue for the hotel. Even with the
COVID-19 issues at hand,the hotel should increase the staffs at hand now so that they don’t
stress or over work the staff.
I also recommend proper waste management system needs to be put in place in order to
manage their waste. They should be disposed according to their nature, thus plastic, bottle, paper
and food waste all separated each bin and not put into one bin.

And also, management and board of the hotel should work on moving the hotel to a three or four
star very soon. it will be hard but is very attainable with the kind of facility and management at
hand.

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