TECHNICAL REPORT

ON

STUDENTS INDUSTRIAL WORK EXPERIENCE SCHEME (SIWES)

HELD AT

ZOBO HOTEL AND BAR

AGBALE, EDE OSUN STATE NIGERIA

PREPARED BY:

IBRAHEEM AMINAT AJOKE

CH20190102405

SUBMITED TO:

THE DEPARTMENT OF HOSPITALITY MANAGEMENT

SCHOOL OF APPLIED SCIENCE
THE FEDERAL POLYTECHNIC, EDE STATE OF OSUN
OSUN STATE.

DECEMBER 2021.

CERTIFICATION
 I, IBRAHEEM AMINAT AJOKE from the Department of Hospitality Management in
Faculty of Applied Science, The Federal Polytechnic Ede hereby attest that the work
recorded in this report was done by me in the fulfillment of the three (3)month Students
Industrial Work Experience Scheme (SIWES) Held at ZOBO HOTEL AND BAR located
at AGBALE, EDE OSUN STATE NIGERIA from 23rd of August 2021 to 12th of
November 2021.

…………………….. ………………………
Siwes coordinator Signature and date

…………………….. ………………………
Student’s name Signature and date
 DEDICATION

This report is dedicated to Almighty God, the giver of knowledge, wisdom and

mercy. Also dedicated to my parent Mr. and Mrs. Ibraheem for their priceless

support.
 ACKNOWLEDGEMENT
My utmost gratitude goes to the giver of life, the watcher over his creature, the exalter

and the just who has counted my worthy in his infinite mercies, to complete my SIWES

training and to prepare this report to my dearest parent, Mr and Mrs Ibraheem.

I say a very big thanks to them for their spiritual, moral and financial support. My special

thanks to my industrial based supervisor Mr Ayofe Kamordeen akinkunmi, of ZOBO

HOTEL AND BAR located at AGBALE, EDE OSUN STATE NIGERIA and his cabinet that

i can’t mentioned, and others for their generosity support and assistance rendered to me

during my Siwes training.

My sincere appreciation goes to my friends, colleagues and well-wishers for their love

and support among, I say thank you and God bless you.

I love you all

 ABSTRACT

This report is written based on the knowledge gained during the three months period of

my SIWES training as part of the academic training which is done at ZOBO HOTEL AND

BAR located at AGBALE, EDE OSUN STATE NIGERIA.

 TABLE OF CONTENTS
TITTLE PAGE
 Certification ……………………………………………………………… i
 Dedication ……………………………………………………………… ii
 Abstract ……………………………………………………………… iii
 Acknowledgement …………………………………………….…………. iv
 Table of contents …………………………………………………....…… v
CHAPTER ONE
1.1 INTRODUCTION TO SIWES 1
1.2 BACKGROUND OF SIWES 2
1.3 CONTRIBUTTON TO KNOWLEDGE 3
1.4 AIMS OF SIWES 4
1.5 OBJECTIVES OF SIWES 4
1.6 IMPORTANCE OF SIWES 5
1.7 SCOPE 6
1.8 INDUTRIAL PROFILE 7
2 CHAPTER TWO
3 2.0 INDUTRIAL PROFILE 8
4 2.1 AREA OF OPERATION 8
5 2.2 ORGANISATION PROFILE OF THE ORGANISATION 8
CHAPTER THREE

3.1 RESTAURANT 9

3.2 HOW THEY OPERATE IN A RESTAURANT 10

3.3 EQUIPMENT USED IN ARESTAURANT 10

3.4 WHAT ARE MY DUTIES AS A WAITRESS 11

3.5 MY DAILY RECORD ACTIVITIES DURING MY SIWES 12
3.6 BAR 13

3.7 BEST AVAILABLE RATE (BAR) 14

3.8 STEPS IN RUNNIG A BAR SUCCESSFULLY 15

3.9 ROLES IN A BAR 16

CHAPTER FOUR

4.1 LAUNDRY AND HOUSE KEEPING DEPARTMENT LAYOUT IN HOTEL 17

4.2 LAUNDRY 18

4.3 AREA OF HOUSE KEEPING RESPONSIBILITY 19

4.4 TERM USED IN HOTEL HOUSE KEEPING DEPARTMENT 20

4.5 QUALITIES OF A GOOD HOUSE KEEPING 21

4.6 WASHING MACHINE 22

4.7 DRYER 23

4.8 STORE/PURCHASING 24

4.9 FUNCTIONS OF STORE AND PURCHASE 25

4.9.1 PURCAHSING 26

4.9.2 THE ROLE OF THE PURCHASING DEPARTMENT 27

4.9.3 FONT OFFICE 28

4.9.4 FUNCTIONS OF FRONT OFFICES 29

4.9.5 MAIN DUTIES OF FRONT OFFICE 29

4.9.6 QUALITY OF A GOOD FRONT OFFICE DESK OFFICER 30

4.9.7 THE JOB OF A RECEPTIONIST 31

4.9.8 DAILY RECORD ACTIVITIES DURING SIWES 32

CHAPTER FIVE

5.0 CONCLUSION AND RECOMMENDATION 33

5.1 CONCLUSION 34

5.2 RECOMMENDATIONS 34
 CHAPTER ONE

1.1 INTRODUCTION TO SIWES

SIWES (Student industrial Work Experience Scheme) provide the student to familiarize

themselves to be exposed to experience needed. I handled equipment and machineries.

Student industrial Work Experience Scheme (SIWES ) is also a skilled earning programme aim

at exposing and preparing student of tertiary institution for the industrial work situation which is

likely to be faced with their stay in school.

1.2 BACKGROUND OF SIWES

There was a great concern among our industry before the establishment of the scheme that

graduates of our institution of higher learning lacked adequate practical background, student

preparatory for employment in industries. Thus, the employers were of the opinion that the

theoretical education going in higher institution was not responsible for the need of employers

labor.

It is against this background that the rationale for initiating and designing the scheme by fund

during its formative years 1973-1974 was introduced acquaint students with the skill of handling

employer s equipment and machinery. I solely funded the scheme during its formative year. But

as financial involvement become unbearable to the fund, it withdraws from the scheme in 1978.

The federal government handed over the scheme in 1979 to both the national university

commission (NUC) and the national board for technical education (NBTE). Later the federal

government in 1984 reverted the management and in implementing

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1.3 CONTRIBUTTON TO KNOWIEDGE

The Student industrial Work Experience Scheme (SIWES) has been of great help to my

academic activities by introducing me to the practical aspects of the knowledge i have gained so

far in school also n the industrial tranning.

The trainee/student must record the activities of each working day clearly with sketches and
diagrams where necessary.

Report to duty punctually and continue working until closing time.

Take instruction from the supervisor in charge of your respective sections.

Be ready and willing to learn and always ask questions

1.4 AIMS OF SIWES

The Student Industrial Work Experience Scheme (SIWES) is aimed to promoting and

strengthening the technical knowledge of we student is in order to develop our skills and

abilities, to make us be sell-reliant and to broad our intellectuals.

1.5 OBJECTIVES OF SIWES

The aims and objectives of the programme include;

1. To expose student to the student Outside world and also in the labour force.

2. To provide the student the opportunity to acquire some basic skills in his/her field of

study.

3. To enlist and strengthen employers involvement in the entire education process of

preparing polytechnic graduates for employment in the industries. Provides student the

opportunity to apply their theoretical knowledge in work situation.

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 4. It also expose the student to some machines and their uses as how they are been handled

is shown to them.

IMPORTANCE OF SIWES

It exposes student to more practical work methods and techniques in hospitality management.

lt provides students in hospitality leisure and tourism management with an opportunity to apply

their theoretical knowledge to real life situations.

Iti enables students in hospitality leisure and tourism management to gain experience in handling

equipment and machineries.

It provides an environment whereby students in hospitality leisure and tourism management can

develop their creativity and skills.

It is one of the requirements for the award of National Diploma OND in Hospitality

management.

1.7 SCOPE

Vision Statement to be the prime Skills Training Development Organization in Nigeria and one

of the best in the world. Mission Statement to set and regulate standards and offer direct training

intervention in industrial and commercial skills training and development, using a corps of

highly competent professional staff, modern techniques and technology.

This book contains the report of three month Student Industrial Work Experience Scheme

(SIWES) done at ZOBO HOTEL AND BAR located at AGBALE, EDE OSUN STATE

NIGERIA.

. The report which covers the work did provide Information to my supervisor and SIWES

coordinators in assisting me and measuring my efficiency during the period of this program of

3
attachment.

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 CHAPTER TWO

INDUTRIAL PROFILE

ZOBO HOTEL AND BAR was founded in 2020, It is located at AGBALE, EDE OSUN

STATE NIGERIA. It is in charge of formulating appropriate with policies as well as the

hospitality Create an amicable hospitable environment that maximizes service quality and

provide comfort to every customer. Meet and comply with hospitality and hotel industry

standards. Provide adequate and advanced modes of communication to support the information

and business needs of customers.

It is also a total hospitality service provider with comprehensive commitment to offer an

innovative range of stay, dining, event hosting facilities to clients. We are destined to offer cost-

competitive hospitality services which conform to the international hotel industry benchmarks

and quality standards to exceed expectations of the customers.

It is also a total hospitality service provider with comprehensive commitment to offer an

innovative range of stay, dining, event hosting facilities to clients. We are destined to offer cost-

competitive hospitality services which conform to the international hotel industry benchmarks

and quality standards to exceed expectations of the customers.

1.9 AREA OF OPERATION

 Provide supporting services, systems, facilities and infrastructure in place for better

customer experience

 Restaurant

 Kitchen

 Bar

 Store/purchasing

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 House keeping/laundry

 Front office

 Creating of good and confinement accommodation

 Providing good event and hall for society

 Good food and beverages

 Create an amicable hospitality environment that maximizes service quality and provide

comfort to every customer

 Meet and comply with hospitality and hotel industry standards

 Provide adequate and advanced modes of communication to support the informational

and business needs of customers

 Train the workforce to build better and cordial relation with customers in rendering

service-with-smile

 To poised to blend the hospitality service delivery with quality and customer care.

 We are destined to give different experience to our regular diners, lodgers and event

organizers.

 We look forward to go a long way to build everlasting relations with our valued clients.

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 ORGANISATION PROFILE OF THE ORGANISATION

ORGANIZATION CHART

CHAIRMAN

GENERAL MANAGER

Marketing Front office Food/ House

Accounting Manager beverage keeping
Manager
Manager manager manager

Front office House

supervisor Food/beverage keeping
supervisor supervisor

Receptionist
Food/beverage
staffs House
keeping
staffs

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 ORGANISATION STRUCTURE SHOWS DIFFERENT DEPARTMENTS IN HOUSE
KEEPING
ORGANISATION STRUCTURE OF HOUSEKEEPING DEPARTMENT

GENERAL MANAGER

UNIT EXECUTIVE HOUSE KEEPER

ASSISTANT EXECUTIVE HOUSEKEEPER

Supervisor Desk control Floor supervisor Night Public area Hortic

supervisor ulturst
supervisor

Room Attendants Head

Tailor house
Night room person
attendant
House personal House
helpers person
Uphooster helpers
Trainee
Cloak
Trained room
apprenetices attendant
Attendants

Trainee

Laundry valets
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 CHAPTER THREE

3.1 RESTAURANT

Restaurant is a commercial establishment where meals are prepared and served to a customer . It
is also a business that prepares and serves food and beverages  to customers. Meals are
generally served and eaten on the premises, but many restaurants also offer take-out and food
delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety
of cuisines and service models ranging from inexpensive fast food restaurants and cafeterias, to
mid-priced family restaurants, to high-priced luxury establishments. In a restaurant your food s
usually served to you at your table by a waiter or waitress.

3.2 HOW THEY OPERATE IN A RESTAURANT

Restaurant operations in the simplest terms are various activities that are carried out in a
restaurant to run the business. These includes all activities that involved in the preparation of
food, customer, service, cleaning, purchasing raw materials, accounting, reporting e.t.c

3.3 EQUIPMENT USED IN A RESTAURANT

We have different types of equipment used in a restaurant

Computer and monitor
X-printer
Pos
Chiller
Serving ware
Storage cracks and shelving
Chaffing dish
3.4 WHAT ARE MY DUTIES AS A WAITRESS
Greetings guests and taking drinks and food orders
Staying attentive to the needs of guest in the dinning
Delivering food from the kitchen to the guests
Ensuring the food order is made correctly by kitchen staff and looks presentable for guests
3.5 MY DAILY RECORD ACTIVITIES DURING MY STAY AT RESTAURANT
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I was taken round all the department in the hotel industry and explain to me the function of each
department
I was placed at the restaurant as a waitress during my first 4 weeks
During my stay there I was able to attend to guest and took their order
I do the cleaning in the restaurant, lay a table set-up arrangement and placed guest order to the
kitchen
I was taught stock-taking and how to record all the stock being sold out for each day
We were taught the types of services.

3.6 KITCHEN

3.7 KITCHEN EQUIPMENT AND THEIR USES

A kitchen is a room or part of a room used for cooking and food preparation in a dwelling or in a

commercial establishment. A modern middle-class residential kitchen is typically equipped with
a stove, a sink with hot and cold running water, a refrigerator, and worktops and
kitchen cabinets arranged according to a modular design. Many households have a microwave
oven, a dishwasher, and other electric appliances. The main functions of a kitchen are to store,
prepare and cook food (and to complete related tasks such as dishwashing). The room or area
may also be used for dining (or small meals such as breakfast), entertaining and laundry. The
design and construction of kitchens is a huge market all over the world.

A kitchen utensil is a small hand held tool used for food preparation. Common kitchen tasks
include cutting food items to size, heating food on an open fire or on a stove, baking, grinding,
mixing, blending, and measuring; different utensils are made for each task. A general purpose
utensil such as a chef's knife may be used for a variety of foods; other kitchen utensils are highly
specialized and may be used only in connection with preparation of a particular type of food,
such as an egg separator or an apple corer. Some specialized utensils are used when an operation
is to be repeated many times, or when the cook has limited dexterity or mobility. The number of
utensils in a household kitchen varies with time and the style of cooking.

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A cooking utensil is a utensil for cooking. Utensils may be categorized by use with terms derived
from the word "ware": kitchenware, wares for the kitchen; ovenware and bakeware, kitchen
utensils that are for use inside ovens and for baking; cookware, merchandise used for cooking;
and so forth.

MY DAILY ACTIVITIES DURING MY STAY AT THE KITCHEN

I was taught how to prepare various meals

I learnt how to prepare some meals like chinnes rice, breads and omillette

I was taught how to count stock in the kitchen

I helped them in cutting of vegetables like carrot, onions, coleslaw.

I was taught how to make pastries

I was taught how to prepare some breakfast dishes

1. KNIFE

The knife is one of the needful equipment in a kitchen. No cooking is completed without the
knife.

There are many kinds of knife. Such as Chef Knife, Carving and Slicing Knife, Bread Knife,
Utility Knife, Paring Knife, Knife Sharpener, Finger Protector, Knife Stand, etc. This knife
is very quality full knife. Specially made for the kitchen.

This Knife is very sharper, heavier, and easier. Which is helps to cut any vegetable, fruit, fish,
meat easily

You can complete your cutting without any hesitation. Because this knife is multi-functional
with a curved blade. It’s very sharp edge cuts, chops, and slices any kind of product with ease.
Intended for cutting smaller and thinner slices of meat and fish, it is also ideally suited for cutting
ham, roasts or barbecued meats.

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This knife is scalloped and serrated blade cuts bread, burgers, and pizza clean and effortless. It is
designed to cut all types of fruits and vegetables and remove fat or sinew from meat. The
ergonomic handle facilitates its use.

This knife is perfect for peeling, trimming and segmenting fruits and vegetable. In order to keep
the knives functional, the set includes a knife sharpener with two sharpening modes, precision
angle guides, and a V-Grip bottom for the use of an edge or counter. It is made of high-quality
metals and available in a generous range of color shades. Its soft grip handle allows for control
and comfortable use – also for lefthanders. To keep your fingers save, the set also comes with a
finger protector.

2. Chopping Board

Chopping board is an important tool for a kitchen. It’s really great for cutting vegetables, fish,
chicken, beef, etc with a knife. It’s very important tools for the kitchen. We need a quality-full

cutting board. Which will well built and sturdy. You can easily cut any things by using this
cutting board.

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3. Measuring Spoons

Measuring spoons are specially used to measure cooking ingredients. It’s essential equipment in
the kitchen. We can’t measure the right amounts of liquid or solid cooking ingredients without
measuring spoons. It plays an important role in measuring cooking ingredients.

4. Mixing Bowls

The mixing bowl is great for mixing together salad dressings, spice rubs, marinades, sauces, and
even for storing leftovers. A bowl is essential equipment in the kitchen. We can’t mix any
cooking things without mixing bowls.

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5. Colander

The colander is very necessary equipment in a kitchen. It’s really great for washing vegetables
and salad greens etc. A colander is an essential thing for draining pasta. No kitchen can’t
complete without a colander.

6. Kitchen Pan

Pan is great kitchen equipment for making any foods. Such as burgers, roasted salmon,
meatballs, and marinated vegetables, etc. Pan plays a vital role in our daily life. So, Everyone
should a perfect pan for a kitchen.

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7. Blender

Blender is essential equipment for making juice. You can make fruit juice easily by using a
blender. You also can make smoothies, sauces, dips, or soups by using the blender. It’s very
necessary for making juice. It’s very necessary for making juice. Check out Vitamix 6500
reviews to get a good blender for your kitchen

8. Food Storage Containers

Food Storage Containers is very necessary for keeping foods. It’s a common equipment in the
kitchen. There are various kinds of uses a food storage container. One of the best ways to keep
your food well-preserved and stored is by using food storage containers that are available.

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 CHAPTER FOUR

4.1 BAR

Bar is a counter in a pub, restaurant or café across which drinks or refreshments are served. Bar
is also a sometimes as a pub or club, is a retail business establishment that serves alcoholic
beverages, such as beer, wine, liquor, cocktails, and other beverages such as mineral
water and soft drinks. Bars often also sell snack foods, such as crisps or peanuts, for
consumption on their premises. Some types of bars, such as pubs, may also serve food from
a restaurant menu. The term "bar" refers to the countertop where drinks are prepared and served,
and by extension to the overall premises.

CHILLER FOR KEEPING BEVERAGES

The term derives from the metal or wooden bar (barrier) that is often located along the length of
the "bar" Over many years, heights of bars were lowered, and high stools added, and the brass
bar remains today.

Bars provide stools or chairs that are placed at tables or counters for their patrons. Bars that offer
entertainment or live music are often referred to as "music bars", "live venues", or "nightclubs".
Types of bars range from inexpensive dive bars[2] to elegant places of entertainment, often
accompanying restaurants for dining.

The full form of bar is best available rate. It’s used on business, business terms in worldwide

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4.2 BEST AVAILABLE RATE (BAR)

Is a popular pricing mechanism, increasingly used by hotels and hotel chains around the world,
that allows the hotel to define a rate based on the demand and occupancy of the room

BAR

Bar is also place where drinks, especially alcoholic drinks, are sold and drink or the area in
which such a place where are the person serving the drinks stands.

4.3 STEPS IN RUNNIG A BAR SUCCESSFULLY

Keep your bar stocked

Measure your liquor to reduce over pouring

Create signature cocktails

Host happy hour and events

Here the right bartenders

Train your bartenders and wait staff to upsell

Invest in a pos system

Take liability seriously

4.4 ROLES IN A BAR

Bar jobs include roles like a bartender, bar porter, host, server and bar manager.

In a bar job you may independentlty or as part of a restaurant to mix drinks, provide customer
service to each patron and monitor each customers comsumption of alcohol.

4.5 MY DAILY RECORD ACTIVITIES DURING MY STAY AT BAR

I was taught how to keep their stock i.e counting of drinks in the morning

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I was shown there stock book which entails list of all items/beverages in the bar

I was able to know the types of alcoholic and non alcoholic beverages.

I took order from the guest and served them

I was able to know the type of alcoholic drinks like beer, vodka, spirit, liquor, whisky,
Champaign.

4.6 LAUNDRY AND HOUSE KEEPING DEPARTMENT LAYOUT IN HOTEL

House Keeping House keeping is an operational department in a hotel, which is responsible for
cleanliness, maintenance, aesthetic upkeep of rooms public area, back area and surrounding.
A hotel survives on the sales of room, food beverages and other minor services such as the
laundry health, club, spa and so on
1. Office of the executives house keeper
2. House keeping control desk
3. Laundry area
4. Tailor room
5. House Keeping store
6. Land and found

4.7 LAUNDRY

Laundry refers to the washing of clothing and other textiles,[1] and, more broadly,

their drying and ironing as well. Laundry has been part of history since humans began to wear
clothes, so the methods by which different cultures have dealt with this universal human need are
of interest to several branches of scholarship. Laundry work has traditionally been highly
gendered, with the responsibility in most cultures falling to women (formerly known as
laundresses or washerwomen). The Industrial Revolution gradually led to mechanized solutions
to laundry work, notably the washing machine and later the tumble dryer. Laundry, like cooking
and child care, is still done both at home and by commercial establishments outside the home

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4.8 AREA OF HOUSE KEEPING RESPONSIBILITY

1. Guest room
2. Bathrooms
3. Public area. E.g lobby and lifts
4. Banquet and conference halls
5. Parking area
6. Garden
7. Sales and admin offices

MY ACTIVITEIS DURING MY STAY AT HOUSE KEEPING/LAUNDRY

I layed beds

I clean the wooden surfaces using a particular wood cleaning agent

I operated the machines at the laundry

I washed and iron clothes and bedding

4.9.2 WASHING MACHINE

A WASHING MACHINE (laundry machine, clothes washer, or washer) is a home

appliance used to wash laundry. The term is mostly applied to machines that use water as
opposed to dry cleaning (which uses alternative cleaning fluids and is performed by specialist
businesses) or ultrasonic cleaners. The user adds laundry detergent, which is sold in liquid or
powder form, to the wash water.

Laundering by hand involves soaking, beating, scrubbing, and rinsing dirty textiles.
Before indoor plumbing, individuals also had to carry all the water used for washing, boiling,
and rinsing the laundry from a pump, well, or spring. Water for the laundry would be hand
carried, heated on a fire for washing, then poured into the tub. That made the warm soapy water
precious; it would be reused, first to wash the least soiled clothing, then to wash progressively
dirtier laundry.

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4.9.3 DRYER

A clothes dryer, also known as tumble dryer or simply dryer, is a powered household appliance
that is used to remove moisture from a load of clothing, bedding and other textiles, usually
shortly after they are washed in a washing machine.

Many dryers consist of a rotating drum called a "tumbler" through which heated air is circulated
to evaporate the moisture, while the tumbler is rotated to maintain air space between the articles.
Using these machines may cause clothes to shrink or become less soft (due to loss of short soft
fibers). A simpler non-rotating machine called a "drying cabinet" may be used for delicate
fabrics and other items not suitable for a tumble dryer.

DRYER MACHINE

Drying at a minimum of 60 °C (140 °F) heat for thirty minutes kills many parasites
including house dust mites,[1] bedbugs,[2]and scabies mites[3] and their eggs; a bit more than
ten minutes kills ticks.[4] Simply washing drowns dust mites and exposure to direct
sunlight for three hours kills their eggs.

4.9.4 STORE

A STORE is a building or part of a building where things are sold. In British English, store is

used mainly to refer to a large shop selling a variety of goods, but in American English
a store can be any sizeof shop.

a quantity or supply of something kept for use as needed.

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 SCALE FOR MEASURING ITEMS TO
BE ISSUED OUT

4.9.5 FUNCTIONS OF STORE

The functions of the stores is to receive, check, store correctly issue goods as required against
requisition properly

It is essential to check all incoming supplies for quality, weight and price.

Suppliers received should be promptly taken into stock non-perisables should go into dry stores.

Perishable items be stored in cold rooms, freezers e.t.c.

The ideal dry store temperature range is 15c t 18c refrigerators foods are maintained at 1c to 4c.

Records should be kept to show the stock of each commodity received, issued and on hand with
dates of receipt and issue, so that at any time the management can check the accuracy of the
record.

MY DAILY ACTIVITIES DURING MY STAY AT THE STORE

I was taught how to measure items using the scale

I was taught how to fill the bin card

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I was taught how to issued out requisited items

I was taught how to arrange goods/items in the store

4.9.6 FRONT OFFICE

Front office represents the customer facing division of a firm, for example, customer, service,
sales and industry experts who provide advisory services are considered part of the firm’s front
office operations, the functions of the front office generally generate the majority of revenue for
a firm

4.9.7 FUNCTIONS OF FRONT OFFICES

Front office function includes reservation, registration room and rate assignment, guest services
room status, maintenance and settlement of the guest account.

4.9.8 MAIN DUTIES OF FRONT OFFICE

Greet clients and set a positive office atmosphere

Answer the phones, task messages and redirect calls to appropriate offices

Organize and maintain files and records: update when necessary

Create and maintain updated documents and spread sheets

Oversee sorting and distribution of incoming mail

MY DAILY ACTIVITIES DURING MY STAY AT THE FRONT OFFICE

I was shown all the rooms in the hotel and the categories of rooms available in the hotel.

I was taught how to welcome a guest and how to check guest in.

I was taught how to make use of their card reader machine to read each guest card whenever they
are around to check into their various rooms

4.9.9 QUALITY OF A GOOD FRONT OFFICE DESK OFFICER

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1. Friendly Attitude
At the front desk, it is important to have a person who is genuinely good-natured—not someone
with a fake smile. Patients can spot that from a mile away. Rather, you want someone who is
authentic and greets patients who come to your clinic with a pleasant attitude. Front office staff
cannot allow personal troubles to plague them. They have to be able to keep their private life
private and not let any personal drama affect the way they treat patients.
2. Strong Attention to Detail
The front desk takes a certain amount of care. Contrary to what some people may think, this is
not the place where you hire “cheap” labor. A lack of attention to detail can cause a wealth of
problems when it comes to submitting claims (wrong insurance information) or taking care of
injured employees (workers’ compensation protocols).
3. Ability to Multitask
The optimal front desk person must also be an excellent multitasker. There will be days where
phones are ringing, multiple patients need attention, and a nurse from the back needs an
important piece of information. Prioritizing and managing the demands of all these people is
often frustrating and overwhelming. However, they all need to be taken care of in an efficient
manner. Someone who can juggle a handful of tasks, while remaining calm (and happy), is the
ideal person for your clinic.
4. Discretion
Being on the front line of the front office means being the first and last face the patient sees—
and the face patients see the entire time they are in the waiting room. Always under watchful
eyes, front desk staff see more of the clinic and staff than you realize and hear more than you
think. They must be mindful of their demeanor, tone of voice, and the conversations they have
with other staff members. It is not just about maintaining HIPAA compliance, it is about
presenting your clinic positively and conveying the right message to your patients.
5. Team Player
In many ways, the front desk officer is the silent conductor of the train. While many people
probably think the physician is running the show, the person in this role can contribute to the
success or failure of your clinic. By coordinating and contributing to patient care, the front office
staff can alert staff to significantly ill and injured patients that require immediate attention. They
can promote good health practices by encouraging the use of masks and hand sanitizer. They can

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improve marketing efforts by alerting patients to new services being offered at the clinic. They
can prevent client dissatisfaction by confirming protocols, orders, and good information as it is
provided. Even though much of this goes back to being detail-oriented, it’s more than just
someone doing the job. It is about looking for the ways a person’s job intersects with the rest of
the clinical team and making the patient’s experience better.
THE JOB OF A RECEPTIONIST

What are the typical duties of a receptionist? Well, they can vary from workplace to workplace,
but generally speaking, receptionists handle the following:

Greeting visitors and accepting deliveries

Handling incoming calls and operating a switchboard

Maintaining office directories

Assisting other administrative staff with overflow work, including word processing, data entry
and research

Considering this range of important duties, you want someone who can make an immediate
impact, has a track record of showing initiative, is willing to collaborate, and possesses the ideal
balance of experience and potential for future advancement.

As you make your hiring criteria more specific, be sure you include the following six traits as
you look to hire a receptionist:

1. Effective communication

Naturally, a receptionist should have excellent verbal communication skills. Active listening and
great customer service skills also are a must. A talented receptionist can connect callers and
visitors with the right employees, as well as handle basic customer service problems and requests
adeptly.

2. Professionalism

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As the first person your customers, visitors and future employees encounter, the receptionist
needs to make a good first impression. You want someone on the front lines who has a
professional appearance and attitude. So consider each candidate's polish and poise during the
interview process.

3. Interpersonal aplomb

Good interpersonal skills go beyond basic communication abilities. Look for a candidate who
collaborates easily, can give and receive criticism gracefully, and rises above petty office
politics. Soft skills like friendliness and likability are especially important for the receptionist
role.

Today's administrative professional must juggle multiple demands. Read more on this topic in
our Office of the Future report with International Association of Administrative Professionals.

4. Multitasking capabilities

Receptionists have multiple responsibilities, which they must often juggle simultaneously. These
could include handling incoming calls, screening callers and managing call traffic while running
a busy reception area. Receptionists might also assist other administrative staff with general
work overflow — or help with special projects that require word processing, data entry and
online research. So your receptionist needs to be adept at managing multiple tasks without
getting flustered.

During the interview, ask candidates how they prioritize several tasks throughout the day. Look
for clues that they're organized, calm, detail-oriented and responsible about tying up loose ends.

5. Organizational abilities

Organized people develop processes to keep them on track, even when they encounter the
unexpected. Great receptionists show a knack and enthusiasm for organization. They can find
files and phone numbers at a moment's notice, and maintain a tidy work area. To assess
organizational skills, ask candidates to explain a filing system they implemented or how they
prefer to set up calendars and contacts.

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6. Technical prowess

Any receptionist should be comfortable using phone systems, copiers and printers. And the more
experience they have, the better. Word processing skills are a must, while familiarity with Excel,
desktop publishing, social media or industry-specific software can be an asset. If special
technical skills are required for the role, make sure the candidate is a good match.

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 CHAPTER FIVE

5.0 CONCLUSION.
In conclusion, Hospitality is a professional discipline that deals with Tourism is the study of
the hospitality industry. Hospitality management is a career path that typically falls under the
hotels, resorts, and lodging industry. Professionals in this field create and run many aspects of
the guest experience. They also often manage teams that include front desk staff, housekeeping,
and sales.
5.1 RECOMMENDATION
In view of the relevance of the SIWES program, it is important that it is Sustained by the
government through the industrial training fund (TTF) as it exposes the student to work tools,
facilities, and equipment that may not be available in their respective institutions in relation to
their course of study. To us end, I recommend that the following under-listed points should be
implemented:
i. Student Industrial Work Experience Scheme (SIWES) needs to be strengthened by all
concerned Stakeholders in order for its objective to be fully realized.

ii. Regular monthly allowances for students on attachment should be paid promptly.

iii. Organizations should always accept students for SIWES and subsequently assign
them to relevant jobs.

iv. Experience staff should always be made to train the students on attachment.

v. There should be more funding of the scheme by the government in order for it to be
more effective.

vi. The companies should put in place all he necessary facilities needed to

vii. Enhance the knowledge of the student in industrial attachment.

viii. It will be of great benefit if the institution can create a platform whereby student can
obtain pre-SIWES knowledge or excursion programs, before student embark for
general 6 months industrial training programme.

5.3 CHALLENGES
The challenges that I Faced daring my SIWES are:
1. During my first few weeks, I had difficulties in understanding a lot of the terms and
terminologies that was used at the office because a lot of them were very new to me. This
made it hard for me to materials needed follow the procedures.

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2. Lack of accommodation.
3. Transportation to and fro to the hotel
4. Problem of securing a place of attachment: I had most of problem searching for a place of
attachment for my SIWES
5. Inadequate facilities: The establishment doesn't have specific room for SIWES student,

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