MAKERERE UNIVERSITY

MAKERERE UNIVERSITY BUSINESS SCHOOL

A REPORT ON FIELD ATTACHMENT REPORT CONDUCTED AT PROTEA

HOTEL ENTEBBE FROM 21ST MAY TO 12TH AUGUST.

LAMWAKA PRISCILLA

16/U/19071

ACADEMIC SUPERVISIOR

MR. NABAKIRA KAGGWA DAVID

A FIELD REPORT SUBMITTED TO MAKERERE UNIVERSITY BUSINESS

SCHOOL IN PARTIAL FULFILLMENTOF THE REQUIREMENTS FOR THE
AWARD OF A BACHELOR DEGREE OF LEISURE AND HOSPITALITY
MANAGMENT OF MAKERERE UNIVERSITY

OCTOBER, 2018
 DECLARATION
I, LAMWAKA PRISCILLA, hereby declare that, this field attachment report contains a
comprehensive view of all the activities and the works I was involved in during my field
training at Protea Hotel Entebbe. It has never been submitted to any university or institution
for any academic award.

…………………………… ……………………………

LAMWAKA PRISCILLA DATE

16/U/19071

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 APPROVAL
This is to certify that, LAMWAKA PRISCILLA had her internship training at Protea Hotel
Entebbe and this is a true record that she was able to do under my supervision and guidance
and is now ready for submission.

……………………………………… ………………………………………

MR. NABAKIRA KAGGWA DAVID DATE

(ACADEMIC SUPERVISOR)

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 DEDICATION
This report is dedicated to my parents Mr. Pichan Geofrey Ochira and Mrs.Angee Joyce and
all my relatives.

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 ACKNOWLEDGEMENT
I would like to give thanks to the almighty God for having enabled me to reach where I am
and accomplish this piece of work in efforts to accomplish my bachelors in particular and
attaining my education in general.

I recognize the contribution of my supervisor Mr.Nabakira Kaggwa David and departmental

lecturers for their guidance, knowledge and courage provided to me during my course of
study. I go ahead to thank and recognize the management of Protea Hotel Entebbe for giving
me an opportunity to train with them.

I appreciate my beloved parents for their financial, spiritual and material contributions
towards my success in academics and as well the contribution given to me by my family
members.

I would like to gratify the efforts of all those, whose names I have not been in position to
point out reminding you that this does not mean that I have forgotten any of you but I really
appreciate the efforts you push towards me in all situations.

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 TABLE OF CONTENTS

DECLARATION........................................................................................................................ii

APPROVAL..............................................................................................................................iii

DEDICATION..........................................................................................................................iv

ACKNOWLEDGEMENT.........................................................................................................v

APPENDICES..........................................................................................................................ix

EXECUTIVE SUMMARY........................................................................................................x

CHAPTER ONE
BACKGROUND
1.0 Introduction.....................................................................................................................1

1.1 Background of the field attachment................................................................................1

1.1.1 Objectives of field attachment........................................................................................1

1.1.2 Benefits of field attachment............................................................................................2

1.2 Back Ground of Protea Hotel Entebbe............................................................................3

1.2.1 Location of Protea Hotel Entebbe...................................................................................4

1.2.2 Protea Hotels Vision........................................................................................................5

1.2.3 Mission Statement...........................................................................................................5

1.2.4 Protea Objectives............................................................................................................5

1.2.4 Protea Principles.............................................................................................................6

1.2.5 Brand Values...................................................................................................................6

1.3 The Nature and type of Business....................................................................................6

1.1.6 The organizational structure for Protea Hotel Entebbe...................................................8

CHAPTER TWO

ACTIVITIES UNDERTAKEN DURING FIELD ATTACHMENT

2.0 INTRODUCTION...........................................................................................................9

2.1 THE FRONT OFFICE DEPARTMENT.........................................................................9

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2.1.1 The uniformed services section......................................................................................9

2.1.2 The reception or the front desk section.........................................................................11

2.2 THE HOUSE KEEPING DEPARTMENT....................................................................13

2.2.1 The public areas section................................................................................................13

2.2.2 The laundry section.......................................................................................................14

2.2.3 The room service section..............................................................................................15

2.3 THE FOODS AND BEVERAGES PRODUCTION....................................................17

2.3.1 The main kitchen...........................................................................................................17

2.3.2 The pastry......................................................................................................................19

2.4 THE FOOD AND BEVERAGES SERVICE DEPARTMENT.....................................20

2.4.1 The Banqueting Section................................................................................................20

2.4.2 The Restaurant...............................................................................................................22

CHAPTER THREE
SKILLS, EXPERIENCES AND LESSONS
3.0 Introduction...................................................................................................................25

3.1 Skills and Knowledge attained during the training period............................................25

3.2 EXPERIENCES............................................................................................................31

3.3 Lessons..........................................................................................................................32

CHAPTER FOUR
CHALLENGES, LIMITATIONS, ENJOYMENTS AND DISAPPOINTMENTS
4.0 Introduction...................................................................................................................34

4.1 CHALLENGES AND LIMITATIONS.........................................................................34

4.1.1 Organizational challenges and limitations....................................................................34

4.1.2 Personal limitations and challenges.............................................................................35

CHAPTER FIVE
CONCLUSION AND RECOMMENDATIONS
5.0 Introduction...................................................................................................................36

5.1 Conclusions...................................................................................................................36

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5.2. Recommendations.........................................................................................................36

5.2.1 Recommendations to Protea Hotel Entebbe................................................................36

5.2.2 Recommendations to Makerere University Business School.....................................37

REFERENCES.........................................................................................................................39

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 APPENDICES
Appendix 1: Copy of a log book..............................................................................................40
Appendix 2: Recommendation letter.......................................................................................42

Appendix 3: Sample of a daily breakfast menu buffet.............................................................43

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 ABSTRACT
The purpose of the internship practice is to put the theory taught in class into practice and
to prepare me to freely compete in the job environment.

Chapter one of the report shows the organizational name, vision, mission, and structure
that is the general assembly, supervisory committee, management and staff.

Chapter two of the report includes the activities and assignments that the intern carried
out during field attachment at Protea Hotel Entebbe. Such activities were carried out on
the authority and guidance of the field supervisors.

Chapter three consists of lessons acquired like, Experiences underwent as well as the
skills that were attained. All of these were attained as a result of putting hands on to
activities during the field attachment training with Protea Hotel Entebbe.

Chapter four of the report details on the challenges that were faced by the intern, the
limitations when carrying out the field attachment, the enjoyments as well as the
disappointments.

The report gives conclusions in chapter five and gives recommendations to the university
and the organization of training.

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 CHAPTER ONE
INTRODUCTION
1.0 Introduction
This chapter details the back ground of the concept of field attachment, its objectives,
and purpose to the students.

The chapter also details the back ground of Protea Hotel Entebbe where I trained
from. It looks at the vision and mission statements of Protea, objectives, location
nature of business, ownership and its leadership structures.

1.1 Background of the field attachment

The term field attachment was adopted for all teaching units at Makerere University
and it means any approved field based practical work carried out by staff and students
for the purpose of teaching or research in places outside the university control but
where the university is responsible for the safety of its staff, students and others
exposed to their activities. It’s now mandatory for all students under taking under
graduate degree programs at Makerere University Business School to undertake field
attachment or industrial training before they graduate.

Makerere University Business School will get the opportunity to appreciate client
demands and the quality of graduates required to fulfill these demands. Additionally,
as a result of cooperation the potential for research will be enhanced and developed
with various partners. Makerere University Business School will get the opportunity
to access training facilities and resources that are not available at Makerere
University.

1.1.1 Objectives of field attachment

i. Integrate the theory taught in class with field practice.
ii. Create substantial experience to fresh graduates since for anyone to get a job must
possess relevant experience for that particular job.
iii. Provide students with exposure to various jobs and the related experience as well
as skills required for such a particular job.
iv. Enable students to experience real life situations which they are expected to apply
when they graduate.

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 v. Create an opportunity to students and academic staff to interact with the
stakeholders and potential employers to appreciate field situations that will also
generate information for curricular review and improvement.
vi. Enhance students understanding of work ethics, employment demands,
responsibilities and opportunities.

1.1.2 Benefits of field attachment.

i. Helps integrate the theory learnt in class into practice.

ii. Provides experience to the interns required for a specific job.

iii. Provides opportunity for students to apply the principles and techniques
theoretically learnt into real life problem solving situations.

iv. Enables students get hands on experience real life situation they are expected to
work in when they graduate.

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1.2 Back Ground of Protea Hotel Entebbe
Protea Hotel Entebbe was formed on 1stJuly 1984 with an initial base of four managed
properties which were controlled by Otto Steblik and his partners. The company was
owned 60% by Bankorp and 40% by Steblik and his partners who were also directors
of the company. At the time of its founding, the company had four properties under
management, two in Cape Town, one in Johannesburg and one in Kwa Zulu natal
south coast.

Protea hotels by Marriott are today the leading South African hotel brand
headquartered in Cape Town. The brand has more than 10,000 rooms in the African
continent. As of April 2016, it is the largest hotel company on the continent with over
100 managed and franchised properties in 8 African countries founded in 1984, Protea
Hotels by Marriott continues today to grow its portfolio and brands through
investments and upgrades.

The group currently comprises two brands; the mid-up market Protea Hotels by
Marriott including the lifestyle brand Protea Hotels fire and ice by Marriott brand and
the superior deluxe African pride hotels. As of 1 stApril 2014, the group sol its hotel
marketing management and franchise business to Marriott international. April 2014,
saw Marriott international complete their acquisition of Protea Hospitality group
which enabled them to claim to be the largest hotel company in Africa, 25 November
2015 saw Protea Hotels joining over 4,000 Marriott international hotels where
Marriott rewards members can earn and redeem points for global travel.

Today Protea Hotels operate as Protea Hotels by Marriott one of the 19 brands under
Marriott international based in Bethesda, Maryland, USA with more than 4,400
properties in 87 countries and territories. Now called Protea Hotel by Marriott
Entebbe was developed on the glittering shores of lake victoria just one kilometer
away from the international airport on Entebbe road 36-40 Sebugwawo drive .it is a
business hotel which started in March 2012 replacing victoria resort hotel under the
management of Stuart cook as the managing director and Cymon Charnley as the
general manager.

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 The luxurious four Star Hotel is ideally located on the glistening shores of Lake
Victoria and a convenient 1km from the airport. Protea Hotel Entebbe offers a wide
variety of services and amenities including a hotel that offers an exciting and truly
inviting Alacarte menu seven days a week. Specialties include Tilapia and Nile perch
while guests can also relax on the terrace and bar. It’s a hotel that complements your
travel and style with elegant furnishings and a warm inviting feel, the hotels décor and
rooms create a luxurious atmosphere. The outside terrace with its own special
ambience and superb lake views is the perfect place to take it all.

1.2.1 Location of Protea Hotel Entebbe

Protea Hotel Entebbe is conveniently located 1 kilo meter from Entebbe airport
making it ideal for guests arriving into Uganda. Protea Hotel Entebbe is located on the
glistening shores of Lake Victoria that is 36-40 Sebugwawo drive.

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Figure.1: A map showing the location for Protea Hotel Entebbe.

Source: Google maps(2018

KEY.

Protea Hotel Entebbe

1.2.2 Protea Hotels Vision

“To be Africa’s number one hotel operating group”

1.2.3 Mission Statement

“To take the hotels which could do better if they were managed and marketed better to
manage and market them”

1.2.4 Protea Objectives

 To anticipate, meet and exceed the guests’ expectations by providing the best
guest service
 To keep a good reputation in the hospitality industry
 To maintain profitability standards

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1.2.4 Protea Principles

 Respect for human dignity

 The best guest service

 Search for excellence

1.2.5 Brand Values

These brand values are summarized in the word “CARE”

 Courtesy

 Assurance

 Responsibility

 Efficiency

1.3 The Nature and type of Business

It is a leisure and hospitality establishment business which is specifically a Hotel and
the facilities include the following;

Accommodation facilities
PHE offers first class accommodation facilities.

Foods and beverages services

PHE has a well set restaurant seating over approximately 50people. It is located
indoor with a serving area for buffets, English breakfast, lunch and dinner, both local
and international dishes and Ala-carte menus.

Banqueting services and facilities

Protea Hotel Entebbe offers a wide range of banqueting services in form of
conferences, meetings company incentives, weddings and other special functions.

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The hotel has two conference halls and two board rooms accommodating over 300
delegates in total. The conference halls are well set as per the delegates’ requirements,
air conditioned plus a lot of complements.

The terrace gardens

The hotel also has a cocktail garden commonly known as the Agama because of the
many colored lizards (agama) with well-furnished furniture accompanied with the
nice lake breeze and view.

The gym
Protea Hotel has a well-equipped gym with all the necessary gym requirements. The
gym is free to all the in house guests.

The pool bar

Protea hotel also has a well-equipped bar by the pool with all the assorted beverages
and food orders are posted at the pool and received from the main kitchen.

The pool bar mainly serves guests who come for swimming, ones by the beach and
also the walk in guests.

The swimming pool

Protea has a beautiful pool where adults and children enjoy swimming from.in house
guests use the pool for free while the walks in guests pay. The pool has well trained
attendants who teach children and adults how to swim as well as clean the pool and do
treatment of the water.

The spa and sauna

Protea hotel provides massage services to guests. The spa is located by the lake and
services are provided to the guest either in their rooms or by the lake side at a cost.
Walk in guests to make reservations and get the services offered.

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1.1.6 The organizational structure for Protea Hotel Entebbe.

Source; Protea Hotel Management (2018)

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 CHAPTER TWO
ACTIVITIES UNDERTAKEN DURING FIELD ATTACHMENT
2.0 INTRODUCTION
This chapter details on the activities that were being involved during field training.
The training involved different departments which included; the F&B, Front office,
Production and Housekeeping Department.

2.1 THE FRONT OFFICE DEPARTMENT

The front office department is divided into sections which sections have specific
specified activities in which I got involved as a trainee and the explanations below do
give a provision for this.

2.1.1 The uniformed services section

While in this department, I was involved in the following activities

Making reservations
The guest could book accommodation or conference facilities through mail
reservation and calling direct through the hotel telephone lines and make the bookings
directly with the hotel.

As a trainee, I used a booking diary when the guest called for accommodation or
conference facilities and checked on the dates the guest required. If the room was
available, a reservation was created for the guest and the details recorded like name of
the person who made the booking, name of the person who was going to occupy the
room or expected participants on the workshop or any other event, the number of pax
who needed accommodation and sometimes type of the room if it was specified.

Checking in guests
When the guests arrived at the hotel the receptionist together with the trainee received
and welcomed them. They were requested to sit at the lounge first for registration of
the guests which was done using the guest registration book where each guest had to
write his or her name, home address, telephone number, passport number, checking in
time and checking out time, terms of payment cash or cheque, the person who was

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 responsible for the bills payment, the person who made the booking and the most
important of all is the guest signature.

Checking out the guest

The standard time for checking out of the guests at Protea was 10:00am in the
morning but some guests could request for a late checkout hour and got permitted.
On checking out, the guest had to clear or settles the bill at the reception and returns
the keycard for the room. A receipt was prepared by the trainee and then issued to the
guest as an evidence for payment for the services offered.

Handling guest luggage

The trainee helped guests to carry their luggage to the reception and also carrying
them to the rooms while giving necessary information about the hotel rooms and other
facilities and services offered at the hotel.

Information provision
The intern had to know everything that was believed to be going on at the hotel and
this information had to be given to the hotel guests on request. Such information
included telling where the different conferences and meetings were held, the different
hotel offices among others.

Stationary work
I used to help the receptionist with the stationary work especially photocopying the
guests’ details such as the pass port and the identity cards. This also went ahead with
carrying out stationary work in the business center that too includes printing on a
guest’s request.

2.1.2 The Front Desk Section

I managed to get involved in the following activities;

Guest check in
As soon as guests arrived at the hotel, they had to report to the front desk for checking
in purposes. As receptionists, we used to take in their details especially by getting a

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photocopy of their passport. This was always followed with checking whether they
had a reservation with the hotel and if yes, they had to be checked in.

Room allocation
I managed to get involved in allocating rooms to the guests in accordance to their
requirements, status, income bracket or available rooms. Such characteristics had to
be looked into simply because different rooms had different charges.

Guest registration
This was one of the routine activities that I managed to do while at the front desk.
Guests had to be registered with the hotel for accountability purposes.

Preparation of invoices
The trainee prepared invoices demanding for payments for the services offered by the
hotel. This was prepared showing the name of the person or company, invoice
number, particulars and amount, the signature and the names of the guest who
occupied the rooms or used the services.

Cashiering
The trainee was involved in receiving cash, billing the guests, maintaining the guest
bill and clearing the guest accounts when they pay and check out. When the guest
paid, a receipt was given to the customer as evidence for cash and duplicate
maintained in the receipt book for accountability purposes. This is one of the major
pieces of work for the front desk. This was because almost every hotel guest had to
either pay at the front desk or sign for payments by another organization.

Briefing guests
After registration, the trainee had to brief the guests about the hotel facilities such as
time of opening and closing the restaurant and bar which is at 6:30am
and12:00midnight respectively and where some of these facilities were located. Also I
informed the guests about the early morning breakfast which was served from 6:30am
to 10:30am in the morning and the checkout time which was 11:00am in the morning
because breakfast was one of the tariff offered at the hotel with accommodation and
every resident is entitled to it

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Issuing keys
The intern was also tasked with the work of issuing keys to the guest. These were
always made using the key cutter and each cut key was entitled to opening one guest
room. This was always done after guest registration where after the bell boy was
supposed to escort the guest to their guest rooms.

Accommodation recoveries.
The trainee used the micro excel while making these forms. The rooming lists was
used to the names of resident guests, departure date and arrivals and the
accommodation recovery was used to show the person who had paid terms of
payment cash or cheque amount paid and the remarks for example cleared for those
who had paid. The rooming list was always supposed to be made and a copy sent to
the executive house keeper as well as the reservations section.

Making bookings and reservation

On behalf or request of the reservationist, we used to make bookings and reservations
for guests who used to forward in their requests.

Switch board operations

This involved managing calls; both incoming and outgoing from both within or
outside the hotel premises. It also included the management of fax mails and
massages as well.

Handing customer complaints

Being the face and the information center of the hotel, all guests used to forward their
complaints to the section which was one of the most challenging situations. Guest
could either come direct to the desk or make calls and upon receiving their
complaints, they were always forwarded to the responsible sections.

Information management
At the front desk, we used to manage information flowing to ant out of the hotel. This
was because all formal and informal pieces of information were given to the
receptionist for transfer to the relevant offices, persons or departmental sections.

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2.2 THE HOUSE KEEPING DEPARTMENT.
Housekeeping refers to the day to day cleanliness, tidiness and good order in all parts
of the facility. Good housekeeping provides a clean and pleasant working
environment. Just like other departments, the house keeping department is also
divided into sections to which I worked and actively got involved in the activities of
such activities.

2.2.1 The public areas section

The section is what is responsible for the cleaning of the hotel public areas such as the
washrooms, restaurant, hotel verandahs, corridors, hotel steps, balcony rages,
compound and gardens among others as required by the standards. In this section, I
managed to go through the following the activities;

Dusting
This was a daily activity where we used to clean off all the dust at the hotel premises
including on the windows, doors, stair rails among others.

Cleaning washrooms
This involved scrubbing the floors and emphasizing general cleanliness using water
with detergents like liquid soap, toilet cleaner, vim, squeezers small towels for
whipping glass mirrors, cylindrical brushes, toilet balls, air fresheners among others to
keep it fresh and clean.

2.2.2 The Laundry Section

The laundry section includes machines such as the calendar, washing machines, dryer
machines trollies and lockers where clean linen is first stored before being taken to the
linen store. Staff uniform section among others. In the section, I got involved in the
following activities;

Collecting and transporting soiled linen

This was the first step taken in the cleaning process. It required going to the guest
rooms to collect the dirty clothes just in case the guest had required for such services.
For the hotel departments were responsible for bringing along the dirty linen to the
laundry section.

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Recording of the linen
Every piece of the linen or cloth that was brought to or taken out of the laundry had to
be recorded for accountability purposes.

Sorting soiled linen

Soiled clothes always had to be sorted in accordance to their types, uses, textures,
levels of dirtiness, manufacturers’ instructions, colors among other an element that
was always taken on to ensure proper washing procedures.

Washing soiled
The sorted linen always had to be washed in accordance to the different categorization
made. White linen was washed separate from the colored one, restaurant linen
different from guest rooms linen, linen texture was much considered among other
issues.

Drying washed linen

The same rules considered in washing were also considered in drying. That is to say
that different categorized linen was dried differently.

Ironing, pressing and folding.

All linen and clothes had to be pressed and folded to put off the wrinkles and to
ensure better storage. I also used to iron guest clothes with a water flat iron and after
hung them for aeration before being taken back to the guest rooms for delivery to the
guest.

Storing clean and ironed linen

Linen of different uses was stored in different shelves like uniforms where put on
their respective hangers, table clothes, and table napkins and runners were put in their
shelves.

Issuing clean linen

This is another activity in which I was actively involved. Linen was always issued to
the different departments for further use and all linen issued had to be recorded and
signed for as well.

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2.2.3 The room service section
This section consists of different kinds of rooms which include; the presidential suite,
executive suites, standard double rooms, deluxe twins which provide accommodation
to the guests and here I managed to do the following activities.

Making beds in rooms.

This was the major work of this section. It involved making up of the beds by
stripping off the dirty linen and putting on clean bed sheets, duvet covers, pillows,
throw mats and arranging pillows in an attractive design.

Mopping guestrooms
This involved mopping of the floors using floor cleaner, toilet cleaner, glass cleaner,
air fresheners and before mopping the floor I ensured that all the cobwebs were
removed, dusting the reading place, lamp, table and then ensured that the TVs remote,
air conditioner, hot or not card, Protea writing pad are put in their original positions.
In case rooms were stay over while cleaning the balcony it was always recommended
to close the door and put a warning caution of (keeping it fresh) and wherever there is
DND the rooms are not cleaned and done later after the card is removed.

Recording missing items in the rooms

This involved writing down the missing items in the rooms such as bath mats, body
towels, hand towels, face towels among others. I used to take record of every linen in
the room during cleaning. Each room at PHE had items like a wardrobe, hangers,
reading table, lamp, flower vessel, wall pictures among others. Missing items were
always reported to the front office or to the supervisors and immediate actions were
always taken.

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2.3 THE FOODS AND BEVERAGES PRODUCTION
This department is one of the most important operational departments and it’s divided
into food production and F&B service. The food production involves sections such as
the butcher is where many kinds of meat are placed, hotline area, pantry, cold kitchen,
pastry and this is where pastries are made ,dry store among others .this department is
responsible for the actual preparation of food production items. Below are the
activities involved in;

2.3.1 The main kitchen

This is where most foods are prepared and main activities take place here.

Preparation of breakfast
This included toasting of bread, boiling eggs, making Spanish omelet where I used
green pepper onions, scrambled eggs where you mix milk blue band and salt, fried
eggs, making oranges and mango juice. The internee participated in preparation of
break tea and breakfast where I prepared different types of teas which included
African tea spiced, African tea not spiced, black tea spiced and black tea not spiced
with bread at least 2 types, juices, fruits like pineapple, water melon, grapes, apples,
mangoes among other fruits. Some of the spices which were used in the teas included
bay leaves, ginger, tea masala, coffee, and cocoa among other spices.

Marinating meat products

The internee participated in marinating of pork, goat, as well as chicken using
cooking oil, white paper on chicken and fish then black paper on other red meat items
like beef and goat’s meat, ginger, royco, olive oil garlic among other spices.

Preparation of various dishes

The internee also participated in frying of fish, preparing sausages, making beef stew,
ground nuts stew as well as preparing chicken stew. Preparing of the grilled chicken,
braised rice and the preparation of brown rice all of these activities within the kitchen
department the internee participated in them at least each activities on daily basis.

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The internee participated in making of foods like meat, fish, chicken, goats meat, beef
using different spices like ginger, garlic, lemon juice, meat tenderizer, turmeric,
Royco, onions, carrots, black paper for red meat and white paper for white meat beef
masala chicken masala and fish masala etc. The internee participated in cooking,
frying and boiling using the salamander for roasting beef, frying using frying pan and
sauce pan for boiling on gas cooker for example when frying fish I had to first
marinate using lemon juice salt and baking powder, white paper and after you put it in
the deep fryer for about 10 minutes.

Making of salads
As an intern, I made a variety of salads which included vegetable salads using
cabbage, cucumber mixed with carrots, onions, vinegar, sugar, olive oil, salt green
paper among others, coleslaw salad, carrot salad, cucumber salad among others.

Plating and dishing of food items

The trainee engaged in plating and dishing of food order after preparation, when
plating I had to put the meat item on the right and any food accompaniment on the
left hand side of the plate like chips and the salads.

Garnishing of food
I participated in garnishing of food for buffet using powdered paprika and leaves,
carrots, tomatoes, sweat corns to make the food look attractive and appealing to the
guest.

Cleaning the kitchen.

Every morning, I engaged in the cleaning of the kitchen that is scrubbing and
mopping it with detergent water. I also cleaned the surfaces after using them like
tables and the rule was ’clean as you go’. The trainee cleaned different machines such
as Deep fryer, Micro wave, Bread toaster, Rolling stick, Hand wicker, Freezers,
Refrigerators and Chopping boards among others.

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 Serving breakfast
Breakfast was always self-service by the guest and it had to have all kinds of foods.
The intern was supposed keep monitoring on the guests for any order at the buffet and
incase the food is over you ring an alarm to inform the kitchen to avoid delay.

Cleaning up of the kitchen

The internee also participated in cleaning up of the kitchen which was done on a daily
basis, the areas I used to clean included the hotline area, the cold kitchen and the
fridges, cleaning the floor needed some attention since the floor used to be so slippery
and caution signs were put.

Making of mise-en-place prior the beginning of the shift

I used to make mise-en-place, these pre-preparations for the shift on reporting to duty
involved peeling onions, peeling carrots, cleaning green peppers and ensuring they are
not out of stock, washing chopping boards, tomatoes, knives graters, ensuring gas is
on and lighting gas stoves at the hotline, oven and cleaning the deep fryers and this
involved changing of used up oil by replacing it with new and clean cooking oil for
better frying purposes.

2.3.2 The Pastry.

I managed to get fully involved in the preparation of several items while in this
section among which the following are given;

Making of Puddings.
These are mainly taken to be deserts and among others, I managed to learn the
preparation of puddings such as; the bread and butter pudding, lemon delicious
pudding, spiced carrot pudding cream of custard sauce and so on.

Preparation of curd tarts.

These are also taken to be deserts and among others, I managed to get involved in the
preparation of; lemon curd tart, lemon yoghurt ring, apple tart, among the many.

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 Preparation of others pastries
These include pastries mainly cakes such as fair cake with blue berries, New York
baked cheese cake, black forest cake , vanilla sponge cakes, chocolate brown cakes
crème caramel, fruits like fruit salads, oranges, fruit platters among others , ice cream
like chocolate, mango, vanilla flavors among others.

2.4 FOOD AND BEVERAGES SERVICE DEPARTMENT.

The department is sub divided into two major sections where I worked as an internee.
The F&B department is concerned with the presentation and service of food and
beverages(alcoholic and non-alcoholic drinks) this department comprises of several
staff members namely; F&B manager, F&B supervisors, Ass F&B cahier,
waiters/waitresses, bar attendants, trainees and the activities included the following;

2.4.1 The Banqueting Section

In this section, I managed to learn and get involved in several of activities such as;

Setting breakfast and tea areas

This involved setting of breakfast for the guests in the conferences. The guests always
had different teas and accompanied by snacks which all were prepared by the waiter
in charge of banqueting Cakes such as; muffins, fair cake with blue berries, New York
baked cheese cake, black forest among others

Setting of conference halls for conferences, seminars and board meetings

This included conference white table cloths, skirting them and arranging them in there
desired arrangements for conferences. The activity involved dressing the tables and
seats, arranging high tables, connecting the public address system, wiping and
cleaning curtains among others.

Back area works and jobs

Pieces of work in this section included; wiping utensils, washing utensils, cleaning the
back area, teas preparation among others.

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 Foods and beverages counting.
All guests using board rooms and conference halls were being provided with arrival
teas as well as accompaniments or bites in which I managed to provide the service of
such foods and beverages.

Outside catering.
The departmental section is the one that was supposed to provide outside catering
services to people having parties, weddings or any other congratulatory function that
required any services of such foods and beverages.

2.4.2 The Restaurant.

This is the hotel’s main foods and beverages service center. In this section, I managed
to get involved in several of activities including:

Preparing of mise-en-place
This was the preparation before service that was majorly provided by the back area
sub-section staff where the intern managed to work. Here, the intern was involved in
activities such as wiping of utensils as well as ensuring that all required items for
service were available.

Taking orders from guests and service.

This involved many activities that must be done in order to satisfy the guests to
include welcoming of the guests, leading the guests to the table, giving menu to the
guests and taking their orders for preparation in the kitchen, serving the guests food
and beverages, present the bills in the folder checking the guests table after service
extra.

Welcoming guests
The trainee welcomed and greeted the guests at the door way and then after led to
them to the restaurant tables asking them where they can sit comfortably. While
proposing the table for guests, the intern had to ask the guests their numbers to ensure
that the given table can accommodate all of them in their numbers.

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Taking orders
After sitting the guests, the intern had to present the menu to them. While reading the
menu, the intern had to take their orders for the drinks and informing them on the
day’s special and missing items in the kitchen. Food orders were taken beginning
from ladies or children if there were any children. When taking orders, the intern was
always required to begin with starters, main course and then deserts.

Taking the orders to the kitchen

I used the kitchen order book to write guest’s orders then after taking the orders to the
kitchen where I indicated the name of the person, table number the type of
food/particulars quality and the amount then the person who is to serve the food for
the chef to serve for easy serving of order. Some adjustments were made on the tables
according to what the guest has ordered for the fish and chips the fish fork and knife
given and others removed.

Laying cutlery on tables

The intern laid different cutlery on table where forks were laid on the left hand side
and knives and spoons on the right hand side, dessert cutlery at the top of the cover. A
spoon only goes to the left when serving spaghetti.

Presenting the food to the guest

The intern was also involved in the activity of presenting foods to the guests. When
presenting food and beverages to the guest, the intern had to excuse himself and place
the plate while introducing the type of the dish. For example excuse me sir, here is
your meat stake and matooke, enjoy it. After this, service was done on the right hand
side of the guest. Checking on the guests after service was good to check on guest
after every five minutes to know if they still needed anything because they might need
some other service from you and it was good to ask them if they needed anything else
like drinks and so on.

Clearing of used items

The intern was also engaged in clearing of used items in restaurant like used cutlery,
plates and glasses. Clearing was done from the right hand side of the guest. But before
clearing I had to ascertain from the guest whether he or she was done,

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Room service.
This was where we used to serve foods and beverages to guest in the room upon
request. However, they were always charged a fee.

Clearing of plates in the rooms

This involved clearing of plates from rooms and this was done every morning.

Restaurant setup.
This was an activity where we used to include all the required items on the restaurant
tables such as cutlery, napkins, glasses, cups and saucers, side plates, salt and pepper
tins, tooth picks among others.

Table re-set.
This was all about putting off the dirty linen and cutlery from the tables and replacing
them with the clean ones.

Guest billing.
In this, we used to total up the much consumed by a guest and come up with a fully
printed guest bill to be taken to the guest for either signing if the guest was a hotel
resident or for payment purposes.

Foods and beverages service

This was almost the primary work of the restaurant staff members. Service was most
especially provided most especially when the day was that of an alcarte menu.

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 CHAPTER THREE
SKILLS, EXPERIENCES AND LESSONS
3.0 Introduction
This chapter explains the lessons, experiences and skills gained during my internship
placement at Protea Hotel Entebbe. The chapter first breaks down the skills then
experiences and lastly the lessons while at Protea Hotel Entebbe. A skill is an ability
and capacity acquired through deliberate, systematic and sustained effort to smoothly
and adaptively carryout complex activities or job functions. In the three months
training, I managed to improve and increase on my personal knowledge in each of the
departments having attained several skills, experiences, and lessons as well.

3.1 Skills and Knowledge attained during the training period

They are skills just because I attained extra, technical, and unique knowledge in doing
such pieces of work and they include the following.

Computer skills.
I managed to get skills on several activities done on the computer more so , those to
do with the hotel industry such as; making booking ad reservations, guest check in
and checkout, guest billing among others.

Interpersonal skills.
These are skills I got after working and socializing with other hotel staff members and
employees. They are skills to do with managing to work, socialize and befriend
others.

Human resource skills.

Despite the fact that I was a mere trainee, I managed to learn and get skills on several
things to do with human resource personnel such as handling customer and
employees’ complaints.

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Communication skills.
After the training period, am now skilled on how to deriver and receive messages not
only to the fellow employees but also to the organizational management.

Customer care skills.

These are the skills that enable one to create favorable situations and environments to
the hotel guests and clients.

Complaint handling skills.

Having good interactions with hotel employees, managed me to be used as a judge on
the misunderstanding that some of my fellow employees had in which I managed to
acquire skills on how to solver employee complaints.

Information communication skills.

I managed to get in touch with the modern communication gargets and the use of the
modern information communication technology there by becoming a skilled person in
the field.

Reservation and booking skills.

While in front office department, I managed to get skills on how to make reservations
and skills on how to make bookings bearing in mind the guests’ unique requirements.

Telephone skills.
In the front office department, I again got skills in managing telephone calls after
managing the switch board machine. In this I managed to learn how to best make a
telephone call, how to capture the all required information, and how to best listen and
get the true information from the person with whom the conversation is being made.

Foods and beverages service skills.

These are unique skills in the service of foods and beverages. As per the standards, the
service provider is required to start with the children, then the elderly, ladies, gents
and finally with the host of the group or guests.

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Room service skills.
These are the skills that relate to the services rendered to the guest rooms such as the
room cleaning, bed making, and the entire room makeup or set up.

Laundry skills
These entailed among others; washing, drying, pressing and ironing using laundry
machines. They are all about the entire cleaning process of the hotel linen as well as
the guest and staff clothes.

Public areas skills.

These are the unique skills about keeping general cleanliness and hygiene at the hotel
premises.

Initiative skills
I acquired skills of how to initiate ways of especially finishing the tasks provided in
time and initiating ways that best help to find solutions to the arising problems.

Front office skills

These are the skills as per the services rendered in the front office department such as;
making reservations and bookings, cancellations, guest welcoming, check in and
checkout, guest billing, guest registration among others.

Foods and beverages production and preparation skills

These are the technicalities in the preparation and production of the different dishes of
foods. These skills also entail the use of the different machines used in the preparation
and production of such dishes.

Listening skills
While at the front office the internee acquired listening skill through listening
attentively to guest’s requests, complaints and then suggest possible solutions through
keeping eye contact to the guest noting down what the guest was communicating and
repeating after him whenever he is communicating.

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Cashiering skills
The intern gained skills in terms of handling different transactions through receiving
and issuing of cash where he had to receipt the cash received using the petty cash
book when issuing out money to authorized staff.

Typing skills
The internee also was involved in making and typing e-mails to the manager
concerning operational reports, minutes from meetings, making reservations of the
rooms/bookings as well as entering accommodation recovery in computer system
daily.

Socialization skills
The internee gained skills on how to relate and cope up with various people with
different characters since at Protea Hotel and to associate with the staff, management
and guests because where the internship was carried out we had all sorts of people
with varying backgrounds as well as varying characters. This included adaptability to
social conditions at work, as well as friendliness.

Customer care skills

The trainee grained in handling different customers with various needs like
welcoming a guest with a smile, providing solutions to guests and giving them
recommendation where necessary.

Food preparation skills

The internee acquired this preparing various food stuffs ranging from local dish, food
stuffs, snacks, international food as well as in the preparation of various kinds of
juices that boosted the catering and beverage skills.

Food preservation skills

While in the kitchen I gained the skill of preserving different kinds of food to prevent
them from getting spoilt for instance putting items in clean containers separately and
store them in the fridge, brunching some items like meats and vegetables.

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Food control skills
The trainee gained skills in dealing with foods and beverage in the kitchen to avoid
food wastage and costs for example I gained skills in food recycling like using
leftovers to make other dishes, using different machines for portion control.

Serving skills
While in service I acquired skills in serving different dishes and beverages like
serving food and drinks on the right hand side of the guest, serving children and ladies
first and men last, introducing the type of dish and drink when serving the guest.

Food presentation skills

While in the restaurant I gained skills in presenting food and beverage to guests like
excuse yourself, introduce the meal, and wish the guest a nice appetite for example
excuse me sir here is your grilled meat and French fries please enjoy the meal.

Order taking skills

While in the restaurant the trainee gained skills in taking guests orders for example
using a note pad and a pen to take the orders, taking it to the kitchen and following to
ensure that it is prepared and served in time to avoid delay, recommending to guest
the best alternative in case what he or wants were not available.

Clearing skills
The internee gained skills in clearing different items from the service areas for
example clearing was done from the right hand side of the guest, using the tray to
clear used glasses in the restaurant and bar among other skills.

Table and cover setting skills

The trainee, having got involved in setting of tables and laying of covers, he obtained
skills on how to set the tables and covers both for table de hote and ala carte dishes.

Skills on a tray service

These included skills like loading a tray, offloading a tray, carrying glasses on a tray
serving drinks using a tray, clearing used glasses using a tray among others. For
example, heavier items should be put near the person and should be off loaded first.

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 Room servicing skills
In the house keeping department the trainee also gained the skill of making rooms
where the internee used to go he had to first open all the windows and doors after
knocking 3 times and then say house keeping the start dusting the rooms and then
cleaning them using different equipment when the guests have left.

Problem solving skills

These involved skills like how to provide alternative solution to different guest’s for
example giving good recommendation on foods and beverage, room’s choice,
handling guest request among others.

Record/ Book keeping skills.

The trainee got skills in taking of records and keeping them in the appropriate books
to ease the work of the next persons in the other shift and to provide backup
information. Books like lost and found book, handover book key control book for
valleting.

3.2 EXPERIENCES

These are the areas of knowledge accumulated and where I got the ability to do work
better. They include the following:

Switch board operations.

I got experience in calls receiving and making, transferring calls, and all things that
entail the operation of a switch board machines.

Rooms make up experiences.

These are experiences I got after learning how to make up a room and make a small
room look like a big one, how to make a room an interesting one and attractive and
how make the guest believe it is the best room he or she desire.

Foods and beverages preparation and production experiences.

I managed to experience the different spices that can be used in the preparation of the
different foods and beverages.

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 Customer care and handling.
I experienced the care given to hotel guests and how to best handle them and create
favorable situations to them.

Experience in table and cover setting.

The trainee, having got involved in setting of tables and laying of covers, he obtained
experience in how to set the tables and covers following the food items on the menu
of that day. The setting may be of table de hotel menu or alacarte menus which were
both offered.

3.3 Lessons
These indicate areas of wisdom out of involvement, discovery, an insight, a better
understanding a correction, of previous view point as well as being better informed.
They included among others the following;

Confidentiality
The trainee learnt to keep most of the information relating to the organization away
from the keen public. This was because she was a mere trainee at the organization and
he had to refer most to the people that required information to the top officials to
avoid passing on wrong information that would otherwise jeopardize the reputation of
the organization for example issuing out brochures to in house guest was limited
because some guests were charged a little higher than the existing prices appearing on
the brochures so at some cases would not be displayed during their stay.

Time management
The trainee was able to learn a lesson of time management since we used to report at
work at specified times for the specified shifts. We were always reminded to keep
time since it is a very vital resource which has enabled me to manage whichever
activity I do because I give it duration.

Responsibility
The trainee also got to learn a lesson that it’s the responsibility of the organization to
train its employees for better performance, this was through the several claim forms

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and accountability states that we always recorded for the employees who had gone for
training.

Determination and commitment

The other lesson was commitment, where the trainee got to know that commitment to
work is very vital if one is to perform well. This was properly expressed by my field
supervisor who was committed to the extent that she even used to work for extra
hours without allowing any interruptions.

Team work
During field attachment, the intern learnt that employees should always work as a
team to produce work in time and efficiently to the guests, this reduced on the time
for service in case of service and any other activity hence gaining experience in
working in teams while working with the employees of Protea Hotel Entebbe.

Communication of any complaints from the guests to the authority

The internee learnt that it is good to communicate every complaint from the guest to
the relevant authority to provide solutions and guest satisfaction; because this could
keep the customers relationship with the Hotel and avoid living customers, and in
doing this constantly I gained experience of handling guests complaints where I could
always write them down and know where they should be communicated to avoid any
mistake while solving these complaints.

Being ready and avoid panic.

The intern learnt that any work should be done accordingly without any panic and one
should always be ready to take in any order from the guest. This was done through
always making mise-en-place before performing any activity both in the restaurant
and in the kitchen department.

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Being an organized and clean staff
The intern learnt that he should always be well organized, clean and presentable to the
guests while serving, with a well ironed full uniform, and well-polished shoes as this
could give the guests a good image on the establishment and the intern as a person
who was serving the guest because he always would look presentable and on doing
this.

Flexibility in work
The intern learnt a lesson that one should be flexible at any time. This is because any
time you could be switched from one department to another and so you should always
be ready for any assignment.

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 CHAPTER FOUR
CHALLENGES, LIMITATIONS, ENJOYMENTS AND DISAPPOINTMENTS
4.0 Introduction
This chapter consists of challenges and limitations faced by the internee and the
organization. Limitations during the period of internship and the challenges are
categorized and these include the personal challenges that I faced as an internee,
organizational challenges and institutional challenges.

4.1 CHALLENGES AND LIMITATIONS

These were the factors that limited and hindered me during the training period and
they were both personal and organizational as the explanations give below.

4.1.1 Organizational challenges and limitations

These are the challenges and limitations that I managed to experience being affecting
the organization. They include the following.

Technical issues
Many businesses at Protea Hotel Entebbe are done online like reservtions, payments
through internet however the hotel faces technical issues which disrupts work and
thus failing to make reservations.

Limited workers
Protea usually has many businesses and guests during periods like festival seasons
and they have few workers which makes the clients to quarrel due to delayed service
provision thus this gives a bad image.

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4.1.2 Personal limitations and challenges
As an internee, many challenges and limitations were encountered
among which the following are given.

Transport
The hotel was located in such a way that had no public means of transport especially
the taxis. This challenged me as I only had to use a Bodaboda which was really
expensive there by becoming a challenge as it made the training period so expensive.

Weather conditions
It could at times heavily rain for a couple of hours and every morning which could
limit me from reaching the work place as early as expected at work which was so
hectic .

Ignorance
I was so ignorant especially about some machines and the provision of some services
a case that limited my work and actually challenged me.

Language barrier
As a trainee I was only limited to speaking of English, Luganda, French and Kiswahili
yet some guests knew none of these languages something that challenged me and
limited me in as far as service delivery is concerned.

Extra working hours

Being oriented that working hours do not go beyond nine (9) hours, it became a
challenge to me working beyond nine (9) hours yet there were no extra payments
made.

Accommodation/feeding costs
Accommodation costs and feeding costs were so high, generally Entebbe is an
expensive place to leave in and so it was so challenging and it was so hard to get a
house to rent in at Entebbe because most landlords could not accept rent for only a
month and also people who would stay for only three months.

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 CHAPTER FIVE
CONCLUSION AND RECOMMENDATIONS
5.0 Introduction
This chapter presents the conclusion and recommendations to the university/college
and the internship organization.

5.1 Conclusions
It was indeed a pleasure having a two times or double training totaling up to three
months at Protea Hotel Entebbe. During this training period I got to know and got
involved in the practical pieces of work and services provided by the hotel industry. I
managed to work in all hotel departments and almost all sections of the hotel
departments. As such, I acquired skills that enabled me to work in all departmental
sections of the hotel providing the exact and expected quality of services. It is on this
notice that I express my sincere gratitude, regards and thanks giving to; Protea Hotel
management for having given me an opportunity to train with the establishment,
Protea hotel staff and employees for having taken me through the training process and
provided me with what exactly took me to the field and the skills that I need the job
world, The marketing and hospitality faculty of Makerere University Business school
for having started up this exchange program so as students of leisure to carry out their
internship placement at Protea Hotel Entebbe. Thank you so much.

5.2. Recommendations.
This includes advice to Makerere University Business School and Protea Hotel
Entebbe.

5.2.1 Recommendations to Protea Hotel Entebbe

Employee motivation
The hotel should improve on the employee motivation especially by increasing on the
payments given to employees. The hotel should also improve on their trainee`s
motivation by increasing on the allowances given to them.

xliv
 Provided services
The hotel should increase on the range of services it renders to customers more so by
providing all health club services. The hotel should also enlarge its service centers
such as the restaurant, conference halls and board rooms.

Employee capacity development

The hotel should provide internal training to the hotel staff so as to improve on
service quality and fore go the mistakes done.

Employer-employee relationships
The gap between the employees and the hotel management should be reduced more so
by improving and increasing on the communication between the two parties.

Staff meals.
The hotel staff meals provided should be improved upon in terms of quality and least
two meals should be provided to employees on each shift.

5.2.2 Recommendations to Makerere University Business School.

Allowances
Students should be given internship allowances to give them a push forward when
they are actively in the field.

Communication
This is the one between the supervisors and trainees. It should be improved upon so as
to ensure supervision for every student in the field.

Internship placements
All university faculties should actively get involved in the search for places where
their students can acquire industrial training so that the university produces quality
and potential workers.

xlv
Report deadlines
These should be scheduled in such a way that all students are not pressurized
especially by giving enough time to the students for handing in their reports.

Briefing.
Students should generally be briefed by the university before starting their industrial
training to warn them of the dangers faced during internship.

xlvi
 REFERENCES
Protea Hotel (2018), “Organizational Profile” July 2018 retrieved from Protea Hotels.Com

MUBS (2018), Guild lines in writing a final field attachment report”, July 2018 retrieved
from www.mubs.ac.ug

xlvii
Appendix 1: Copy of a log book

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xlix
Appendix 2: Recommendation letter

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Appendix 3: Sample of a daily breakfast menu buffet

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