FACT-FINDING

For my fact-finding, i chose interviews so that direct communication can be achieved.

Also, interviews were used because the interviewer can get a feel of what the
interviewee is trying to communicate.
This technique helps to know the constraints of the current system and the user
requirements in developing a new system. The interviews were conducted from the
top-level staff to the junior staff. The manager and other staff were interviewed and i
presented my selves as system analysts at the same time putting at the back of my
minds that the system development life cycle will be the solution to such interaction.
The staffs interviewed were:1. The Managing Director (MD) Mr. Anthony Stevens
2. Receptionist Ms. Eva Baxter
3. Cashier Mr. Antoine Sisisky
The first interview was conducted

INTERVIEW WITH THE RECEPTIONIST:

Mallam: Good Morning Miss, how do you do?
Receptionist: Fine, thank you.
Mallam:

I am a student of KLIUC College presently undergoing a system

development for this hotel, I am sure the manager has explained more to you.
Receptionist: Yes, the manger explained to me.
Mallam: Please what are your hours of operation?
Receptionist: We operate twenty four hours a day, seven days a week.
Mallam: Does this include public holidays?
Receptionist: Yes, especially public holidays when everybody wants to have some
relaxation away from home.
Mallam: Would you generally describe how you attend to customers?
Receptionist: The customer is asked if he wants to order a meal, use recreational
facilities or make a reservation verbally, and if he wants to make a reservation, he is

given a form to fill and if he wants a meal or use recreational facilities he is lead to
the restaurant and the recreational area after filling the customer log book.
Mallam: What are the main contents of the form?
Receptionist: When he wants to make the reservation, the kind of suite he wants,
how long he plans to stay, the available suites and their prices and terms.
Mallam: Can I have a sample of the form pleases?
Receptionist: Here it is.
Mallam: What happens after he fills the form?
Receptionist: If the suite he requires is available then the price is told to him, and he
pays part or the full money. A receipt is then giving to him which is what he uses to
claim the room when he checks in.
Mallam: How and where does he pay?
Receptionist: The cashier collects the money and issues receipts. The money is paid
in cash.
Mallam: What happens if there are no available suites?
Receptionist: Then we tell him we are sorry there are no available suites.
Mallam: Is he immediately given the key to the room?
Receptionist: No, the key is given to him when he checks in.
Mallam: Is there anything else you think I should know about the way you operate?
Receptionist: Not for now.
Mallam: Thank you for your time it was most helpful.
Receptionist: You are welcomed.

INTERVIEW WITH THE MD:

Mallam: Good morning sir, How is the day?
Manager: Fine, Thank you.
Mallam: Im here to conduct the interview as earlier scheduled with you.
Manager: You are welcome.
Mallam: Sir, how many departments do you have in the current system?
Manager: There is the financial department, reception department, reservation and
recreational department.
Mallam: Thank you sir, can you please brief me a bit on how you attend to your
customers in the hotel?

Manager: A customer meets a receptionist and if he is interested in preserving a

room, fills a form, deposits money to the cashier and receive a payment receipt from
cashier, and then he will now take the receipt to the staff that is in charge of giving
out rooms.
Mallam: What if the reservation he made is not immediate?
Manager: It would be specified in the form so the room can be stated occupied as of
that date.
Mallam: Are there special treatments given to some specific customers, example,
those who have been patronizing you for a long time?
Manager: Except by familiarity of receptionist, there is no formal documentation of
highly esteemed customers at the moment per say all customers are treated the
same.
Mallam: Are there efforts made to overcome all this?
Manager: Even though it is still an idea, we are thinking about forming a membership
club but we really dont know how to go about it.
Mallam: How are other recreational facilities of the hotel operated?
Manager: When you go to the restaurant you pay separately, but if you order from
your room, it is added o your bill when you check out. The swimming pool and gym is
free if you have a reservation else you pay to the cashier and use the receipt as an
entry ticket.
Mallam: How would you describe the effectiveness of the workers?
Manager: They try as much as possible to be hospitable to customers and they try to
be punctual never the less, some of them still come late to work.
Mallam: How do you check the lateness of the staff?
Manager: For now, duty rosters are available to be signed when the staffs resumes
duty which of course is not very efficient because it can be signed by anybody.
Mallam: That would be all sir thank you very much for your co-operation. Im grateful.

INTERVIEW WITH THE CASHIER:

Mallam: Good morning sir, Im a student of KLIUC College and Im here to interview
you on how you perform your daily transactions in the hotel. I have just finished
interviewing your manager.

Cashier: You are welcome.

Mallam: Sir please can you please brief me about the financial departments
operation?
Cashier: When a customer comes to pay, we ask him for what reason he is paying
and if he has a reservation in the hotel, you show your receipt from the reception and
make your payment in cash; you are free to use the swimming pool and the gym.
But if the customer asks for a room, then he or she will be ready to face the payment
criteria. The customer has many options of rooms to choose from ranging from
deluxe to normal for the high-class officials or the lower class officials.
Mallam: Sir, please do you accept credit cards or any other form of electronic
payment?
Cashier: We dont accept anything other than cash because our system does not
support that but we are seriously planning on that, weve lost so many foreign
customers due to that.
Mallam: Do you have a customer billing system, where all the bill of the customers is
stored.
Cashier: We dont have customer-billing system for now, but we are looking forward
to it in the future. As for now, we make use of pen and paper in sorting out our
customers bill.
Mallam: Do you undertake pay before or after service?
Cashier: We accept cash before services
Mallam: Is it allowed to pay in instalments?
Cashier: An instalment payment is bias to the customers reservation.
Mallam: Is there anything else you think i should know about the financial
department?
Cashier: Yes, we do face some problems when it comes to the balancing of accounts
due to computational problems and lack of proper documentation of all necessary
accounts from other departments.

DOCUMENT REVIEW
An example of the form used in the hotel.
Form no.6734

Enter your Name ..

Address(full).
..

E-Mail..

Number of rooms.

Room type. Presidential suite( ) VIP suite( )

family suite( ) middle class( )

ordinary class( )

Check in date

Check out date..

Special
requirements

Total amount to be paid.

Cashiers name

signature

..

Date

10 STAR HOTEL

Date

Receipt Number 56782

Name
Address
Quantity Details

Amount

Total

Cashiers Sign

Customers Sign