The Federal Polytechnic Bauchi

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THE FEDERAL POLYTECHNIC BAUCHI

TECHNICAL REPORT ON
STUDENT INDUSTRIAL WORK EXPERIENCE SCHEME (SIWES)

CONDUCTED AT

ZARANDA LIMITED HOTEL BAUCHI, BAUCHI STATE

BY
BURNICE B. MOLTA
FPTB/TMT/20/139743

SUBMITTED TO

THE DEPARTMENT OF TOURISM MANAGEMENT TECHNOLOGY IN PARTIAL


FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF NATIONAL
DIPLOMA IN TOURISM MANAGEMENT TECHNOLOGY

DECEMBER, 2022

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APPROVAL PAGE

This is to certify that, I Burnice B. Molta has undergoes the Students Industrial Work Experience

scheme (SIWES) which was conducted at the Zaranda Limited Hotel Bauchi, Bauchi State.

_________________________________ ________________
SIWES Coordinator Date

_________________________________ ________________
Head of Department Date

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DECLARATION

This is to declare that I executed all the work reported in this technical report at the Zaranda

Limited Hotel Bauchi, Bauchi State. Under the supervision of Mal. Aliyu Ibrahim. This technical

report is an original work undertaken by myself.

_________________________________ _________________
Burnice B. Molta Date

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DEDICATION

This report is dedicated to God Almighty who has given me the opportunity to carry out this

exercise throughout to the end. Secondly to my parents and family for their support, advice and

encouragement, couple up with all their necessary assistance that enabled me to complete my

industrial training programme.

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ACKNOWLEGEMENT

With a deep sense of appreciation, respect and gratitude. I want to thank Almighty God for

seeing me through right from starting my programme to the end. Also, I want to say a very big

thanks to my parents, brothers, sisters and other relatives for their support from the beginning of

pursuing my National Diploma to this point. I also want to express my gratitude to my

supervisors for their intellectual supports during my training, my sincere appreciation to all of

you for been there for me.

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TABLE OF CONTENTS

Title page- - - - - - - - - - - i

Declaration- - - - - - - - - - - ii

Dedication- - - - - - - - - - - iii

Approval page- - - - - - - - - - iv

Acknowledgement- - - - - - - - - - v

Table of Content- - - - - - - - - - vi

CHAPTER ONE

1.0 Introduction- - - - - - - - - - 1

1.1 History of the SIWES- - - - - - - - - 1

1.2 Aim and Objectives of SIWES- - - - - - - - 2

CHAPTER TWO

2.1 Brief History of The Organization (Zaranda Limited Hotel)- -- - - 3

2.2 Organizational Chart of Zaranda Limite Hotel- - - - - 4

CHAPTER THREE

3.0 Knowledge Acquired- - - - - - - - - 5

3.1 House Keeping Department- - - - - - - - 5

3.2 Front Office Department (Reception)- - - - - - - 11

3.3 Food and Beverage (F&B) Department- - - - - - 16

CHATER FOUR

4.1 Problems Encountered- - - - - - - - 19

4.2 Recommendations - - - - - - - - 19

4.3 Conclusion- - - - - - - - - - 19

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CHAPTER ONE

1.0 INTRODUCTION

Student Work Experience Scheme SIWES is a skill work experience training program designed

to expose and prepare student of university, polytechnics, college of technology and college of

education to real life work situation after graduation, the scheme is to promote the student of

science rotation courses, engineering and technology including environmental studies. This

scheme affords student the opportunity of being familiar and expose to the needed experience in

handling machinery and equipment which are usually not available in the institution.

1.1 HISTORY OF SIWES

The Students’ Industrial Work Experience Scheme (SIWES) is a skill training programme

designed to expose and prepare students of universities, polytechnics and Colleges of Education

for the industrial work situation they are likely to meet after graduation. The scheme also affords

students the opportunity of familiarizing and exposing themselves to the needed experience in

handling equipment and machinery that are usually not available in their institutions.

Before establishment of the scheme, there was a growing concern among our industrialists that

graduates of institutions of higher learning lacked adequate practical background studies

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

theoretical education going on in higher institutions was not responsive to the needs of the

employers of labour.

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

during its formative years – 1973/74 was introduced to acquaint students with the skills of

handling employers’ equipment and machinery. The ITF solely funded the scheme during its

formative years. But as the financial involvement became unbearable to the fund, it withdrew

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from the scheme in 1978. The federal government handed over the scheme in 1979 to both the

National Universities Commission (NUC) and the National Board for Technical Education

(NBTE). Later, the federal government in November 1984 reverted the management and

implementation of the scheme to ITF and it was effectively taken over by the Industrial Training

Fund (ITF) in July 1985 with the funding being solely borne by the federal government. (Culled

from Job Specifications on Students Industrial work Experience Scheme).

1.2 AIM AND OBJECTIVES OF SIWES

SIWES is strategized for skill acquisition. It is in fact designed to prepare and expose students of

universities, polytechnics and colleges of education to the real-life work situation they would

encounter after graduation.

Therefore, SIWES is key factor required to inject and engender industrialization and economic

development in our nation through the induction of scientific and technological skills on

students. (Culled from Detailed Manual on SIWES Guidelines and Operations for Tertiary

Institutions).

a. To provide an avenue for students in tertiary institutions to acquire industrial skills and

experience in their course of study.

b. To expose students to work methods and technique in handling equipment and

machineries that may not be available in the institution.

c. To prepare students for the work situation that they are likely to meet after graduation

d. To provide students with the opportunity to apply their theoretical knowledge in real

work situation, thereby bridging the gap between the university work and the actual work

practices.

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e. To expose students to the latest developments and technological innovations their chosen

professions.

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CHAPTER TWO

2.1 BRIEF HISTORY OF THE ORGANIZATION (ZARANDA HOTEL)

Located a long Jos Road Bauchi, Nigeria, Zaranda Hotel is situated in one of the most beautiful

and well-loved wildlife states in Nigeria. It is centrally located in the state and hence an ideal

location for both tourists and leisure guests. Zaranda Hotel promises to offer hospitable services.

Zaranda Hotel commence operation on 31st May, 1985. It has a total of 184 rooms which are of

different categories. These categories include the Double Room, Luxury Room, Executive,

Presidential and Diplomatic Suite. These rooms have air-conditioners with a king-size bed, flat

screen TV, telephone, refrigerator and an en-suite bathroom with toiletries. Some of these rooms

have a kitchen/kitchenette.

It has put in place a number of facilities for its guests, such as: free Wi-Fi, swimming pool,

parking space, 24-hour front desk service and power supply, an outdoor tennis court, restaurant

where guests can choose from a list of both local and continental dishes and a bar where both

alcoholic and non-alcoholic drinks are served. Security personnel guard the premises at all times

to ensure the safety of its guests.

Zaranda Hotel offers additional service like laundry/dry cleaning services, barber/hair stylists, a

Gift Shop, car hire services, concierge services, 24-hour room service/housekeeping and a

meeting facility that can hold 500 people.

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2.2 ORGANIZATIONAL CHART OF ZARANDA HOTEL

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CHAPTER THREE

3.0 KNOWLEDGE ACQUIRED

I learned a lot during my stay at Zaranda Hotel both morally and academically. Morally I was

taught to be self-discipline and hardworking in order to achieve my goals in life. Their words of

encouragement and building my confident are just few of what I learned. Academically I learned

the role and important of the organization and how its operation specially relating to course of

study as a whole. I was opportune to gained experience in the following departments:

3.1 HOUSE KEEPING DEPARTMENT

I was introduced to all the staff in housekeeping department and I learn the following; Cleaning

and moping guest rooms and toilets, Sweeping, bed making/bed laying, room checking and

writing report, Change of soap.

 Cleaning Supplies and Equipment’s

Housekeeping trolley should be equipped with the following cleaning supplies:

 Vacuum cleaner
 Mop and bucket
 Floor cleaner
 Surface cleansers and sanitizer
 Cleaning cloths
 Bleach
 Paper towels
 Dusting cloths
 Dusting tool
 Furniture polish

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 Bathroom cleaner
 Toilet cleaner
 Scrubbing brush
 Air freshener
 Rubber protective gloves
 Bathroom bin liners

Mop and Bucket Broom used for Sweeping

 How to Clean a Hotel Room

To get a sparkling, five-star clean that will ensure your guests are happy with the standard of

their room, your housekeepers should carry out the following steps in each bedroom before

welcoming a new guest:

1. Air out the room: Before starting, open the windows and any balcony doors. This will help

to bring fresh air into the room, and stops the smell of any cleaning chemicals from lingering.

The housekeeping attendant should also leave the main door open while cleaning, this will

help with ventilation.

2. Strip the bed: Remove bed linen and place it in the laundry bin in the housekeeping cart. If

the room is occupied by the same guest for more than one night, they don’t necessarily need a

change of sheets, in which case the housekeeper should just neatly remake the bed and get the

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room ready for their return, this is called a ‘turndown’ service. Some hotels leave a card that

the guest can place on the bed or doorknob to request a full linen change.

3. Remove rubbish: Empty the bins and remove any rubbish from the room. Place new liners in

the bins.

4. Remove used cups: Switch any used cups, mugs, or crockery for clean items, and replenish

the hot drinks service (if any) with fresh supplies. Any items taken from the mini-bar should

be noted and replaced according to the policy of your hotel.

5. Dusting: Dust all surfaces, starting from the top and working your way down towards the

floor. Don’t forget to dust any hard-to-reach or easy to miss areas, like light fittings, head

boards, under the bed, or the top of wardrobes and cupboards. An extendable telescopic

duster can be a very handy tool if your hotel has high ceilings!

6. Vacuum furniture and upholstery: Any pieces of upholstered furniture should be vacuumed

using a specialist brush attachment. This will keep them free of dirt, dust, and allergens, as

well as help to maximise their longevity. Curtains can also be vacuumed using an attachment

to remove dust.

7. Clean surfaces: Clean and sanitise all surfaces. If any guest possessions are in the way,

carefully move them to one side while you work, and then neatly replace them afterwards.

Don’t forget to also wipe down the insides of cupboards or wardrobes.

8. Change the bed: Inspect the mattress for any damage or wear, and report any problems to the

shift manager. If no issues are found, place fresh sheets and pillowcases on the bed before

making it up neatly in the style of your hotel. Replace decorative cushions or throws.

9. Sanitise and dust electricals: Wipe and sanitize any electrical equipment like guest phones or

televisions. TV screens can get very dusty, so wipe these with a dry cloth.

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10. Clean the floor: By doing this last, you ensure that you aren’t creating more work for

yourself by making it messy again during other cleaning processes. Hard floors should be

swept and mopped, while carpets should be vacuumed, starting from an inner corner and

working out towards the door.

 Bed Laying/ Bed Making

To begin achieving that perfect hotel-like bed experience, you’ll want to start from scratch.

Starting with a blank slate will get you in the mindset of creating that perfect, clean, and

comfortable bedding experience. It will also help you make your bed correctly, going step by

step.

Grab Clean Bedding. To get the most out of making your bed, and feel your best when it’s

complete, use nice clean bedding. Nothing is quite as relaxing as slipping under crisp clean

sheets when it’s time for bed. Clean bedding will not only make your bed look crisp and help

you feel refreshed, but it will be easier to lay down and get right.

Gather all your Blankets, Pillows, and Sheets: Gather up all your bedding and place it together

next to your bed. Try making stacks of similar items keeping everything organized and

increasing your workflow. For example, stack your bedding in order of when you need it. Put all

your sheets together first. Keep all your pillow cases together and close to your pillows.

You may also want to iron your bedding like your sheets and pillow cases. Ironing will get rid of

any wrinkles and creases, allowing you to experience a smooth crisp flat surface to rest on. 

When it comes to the type of bedding you need to make a hotel-quality bed, it's largely personal

preference.

Make sure your Mattress is free of Dirt, Dust, and Debris: Since you’re starting with a blank

canvas, make sure that your mattress is clean as well. To clean your mattress, use the upholstery

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attachment on your vacuum. Press down firmly and go over the top and size of your mattress. If

you have stains, you can use an upholstery stain remover. Vacuuming and lifting stains from

your mattress will also rid it of dust mites and odors which could otherwise cause allergies and

affect your quality of sleep. You’ll feel a lot better and more comfortable knowing that there’s

nothing gross under your fitted sheet.

Put the Fitted Sheet on the Bed: Start with your clean and crisp fitted sheet. This is the sheet

that has the rounded elastic corners. Place the sheet around your mattress and pull it taught in

each corner. The elastic portion of each corner should be tucked in under the corners of your

mattress. The seam at each corner of the sheet should be in the middle of the mattress’ corners.

Lay your First of Two Flat Sheets Down: The first flat sheet lays down on top of your fitted

sheet. Put the first flat sheet on the bed and make sure that your sheet reaches to the edge of the

mattress where your headboard is. Lay the sheet down so that it drapes evenly over each side of

the bed. Lay the sheet with the finished side facing down, toward your fitted sheet. Flatten the

sheet and pull it taught on each side so there are no wrinkles.

Lay a light blanket down on top of your first Sheet: Align the blanket to match the sheet. You

will want to use a light blanket that is made of cotton or linen. Flatten the blanket out and pull it

at the corners to meet the corners of your sheet. Fold the portion of the blanket toward your

headboard down to where your shoulders or chest will be when laying in the bed.

Lay down your third sheet: This is your second actual sheet, but your third layer because

you've placed a blanket. The third sheet will go above your light blanket. Lay it with the finished

side facing down toward the mattress. Align the third sheet to match with the placement of the

first sheet. Bring the top of this sheet to align perfectly with the edge of your mattress at the

headboard.

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Flatten the third sheet with your hands and pull it taught at all corners.

Sandwich the top sheet between the blanket and first sheet: Fold down the top edge of the

third sheet over the top edge of your blanket. Take the portion of your third sheet that extends

past the blanket and fold it back so it's now between the blanket and your first sheet. Fold and

flatten the portion of the sheet under the blanket so it rests perfectly flat.

Fold the top sheet down toward the foot of the bed. Now take the top of your first sheet which

is still flush with the edge of the mattress’ edge on the headboard side. Fold the portion of this

first sheet that extends past the edge of the blanket and the third sheet back over the top of the

blanket and third sheet.

Fold in the corners: Next, you will fold the corners at the foot of the bed. Take all three layers

at one corner and pull taught. Flatten the sheets at the foot of the bed. The excess fabric that still

needs to be tucked under the mattress will form a triangle shape. Bring the leftover fabric down

and over toward the foot of the bed. It will create an envelope-like look. 

Place your comforter, or duvet cover, onto the bed: Lay the comforter down with the top edge

about 3 inches (7.6 cm) from the headboard. Without letting go, throw the comforter on your bed

and let it float down on top of your sheets. This motion will allow it to retain fluff. Pull the

corners taught and equally distributed on both sides of the bed. Then fold the top of the

comforter back in a rectangle to leave room for your pillows.

Place your pillows in the correct pillow cases and fluff appropriately. Then arrange the

pillows to your preference. The number of pillows and styles you use is up to you. The only

requirement is that you use the same number for each side of the bed. Place the pillows in a

symmetrical arrangement on each side.

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Lay a throw blanket down if you so desire: You may add a throw blanket over your duvet

cover if you wish to accent your bed any further. Depending on the size of your throw, fold it

into a rectangle and gently lay it on the duvet cover toward the bottom third of your bed.

Consider the color scheme: If you want the true hotel experience, invest in high thread count

sheets and go all white. 

 White is a symbol of luxury and an all-white bed will make you feel luxurious and

relaxed. White looks clean and inviting and will alter your mind and body to give you a

quality rest.

 Sheets that are 300 thread count or higher will have a large impact on how comfortable

you are and how well you rest. When you are comfortable you get better sleep.

Hotel Bed after Bed Laying

3.2 FRONT OFFICE DEPARTENT (Reception)


I was introduced to the staff at the reception and I was thought how to do the follow;

- Welcoming of guest.
- Present guest registration forms.
- Opening guest bills.
- Writing of receipts.
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- Picking intercom calls from guest rooms.
- Checking guest inn to the rooms.
- Daily records of cash book.
- Guest service agents.

 Receptionist

A receptionist (sometimes referred to as an administrative assistant) is someone who performs

various administrative tasks, including answering telephones and giving information to the public

and customers. Receptionists are often the first employee that the public or customer has contact

with. They are responsible for making a good first impression for the organization, which can

affect the organization's success.

Duties of a Receptionist

 Receiving visitors at the front desk by greeting, welcoming, directing and announcing them

appropriately

 Answering screening and forwarding incoming phone calls

 Receiving and sorting daily mail

 Perform other administrative support tasks, such as keeping appointment calendars

 Copy, file, and maintain documents and records

 Collect, sort, distribute, and prepare mail and courier deliveries

Stages of The Guest Check-In Procedure

The hotel guest check-in procedure involves all stages from arrival of a guest to the issuance of

the room key to the guest; 1) Receiving and Registration 2) Allocation of the room 3) Secure

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advance Payment 4) Information service 5) Complete the check-in formalities 6) Open the guest

folio.

Stage 1: Receiving and Registration

Receive the guests at the reception

 Welcome the guest promptly with a cheerful and pleasant smile.

 Address with the appropriate surname, if known.

 Request for the reservation details like guest last name, confirmation no., booking source

etc.

 Request for the guest id card or passport.

 Request for the guest business card.

Register the guest - Complete the registration card or register the guest

 Verify the information on the registration against the reservation ensuring the accuracy of

name, date, and payment mechanism.

 Stamp check-in time on the registration card.

 Show check-in in the hotel software/PMS.

 Carry out the final check of the registration card for the guest signature.

 Discuss room preference with guest as per the availability, or select an available room

which is "ready to let” and allocate the room.

 Take a note of the expected departure details.

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 Take note of the airport drop, any special request etc.

Stage 2: Allocation of the room

 Allocation of the room means assigning a vacant and ready (VR) room to the guest for

staying (if this was not done already).

 For repeat guest assign room as per the preference.

 In order to allocate a guest room, accurate room status information is required. For this

purpose, a room status board or room rack is kept in the reception.

 When the room has been allocated, the reception should; Block or code the room as sold.

 Prepare key card of related room number by entering the arrival and departure date, rate

and offer it to the guest for signature.

 Give the room key to either the guest or the bellboy.

 Record guest arrival on daily arrival list.

Stage 3: Secure Advance Payment

 Advance payment should be done for security purpose. It is usually done by accepting a

cash deposit or taking a credit card.

 While handling advance deposit, whether cash/ cheque, always:

 Issue a receipt for cash/ cheque and record the payment in the guests ‘ledger.

 Accept credit card and evaluate for its credit limit and availability.

 Get the imprint of the card and obtain a guest signature.

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 Get a pre-authorization (pre-auth) from the Credit Card company or EDC machine for the

required amount and record the same to the reservation.

Stage 4: Information Service

The receptionist is responsible for informing guest about the facilities and services offered by the

hotel. This helps the guest to familiarize about the hotel facilities and also to increase the sale. At

this point, the receptionist should;

 Acknowledge the guest about the hotel's activities, facilities, and service with direction

and location.

 Enquire if the guest requires a wake-up call. If so, record it correctly.

Stage 5: Complete the check-in formalities

After the check-in formalities are completed;

 The bellboy or the GRE should escort the guest up to the allocated room.

 Inform other departments and sections about the guest arrival by arrival notification slip.

Stage 6: Open the guest folio

 Open guest bill/ folio/folder and clear any old bill copies.

 Record the key information for billing purpose (room rate, number of nights, departure

date and mode of payment).

 File the bill in the guests' folio box together with the completed registration card.

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3.3 FOOD AND BREVERAGE DEPARTMENT (F&B)

This is the department of food and beverages, this also include cafes, restaurants, clubs, bar,

poolside bar lounge, banquets and finally room services. It constitutes the second largest revenue

generator of a typical hotel and it is the department in a hotel which has the largest number of

employees. It supplies food and beverages to the guest in the hotel.

In this F and B Department, I learned so many things which include; attending to customers,

receive customers complain, serve a customer, sale drinks and snacks to customers, serve food

and drinks to customers, decorate banquet hall, open ana close the sales book, how to make

donut and meat-pie.

 DONUTS

Recipe

3 cups all-purpose flour Plus 1/2 cup for kneading, 1/3 cup Sugar, 3/4 cup Milk, 1 Tsp Nutmeg

optional, 1.5 Tbsp Yeast 2 packages, 2 Eggs, 4 Tablespoons Butter melted, pinch Salt If using

Unsalted Butter, Oil Enough for deep frying and Strawberry Jam optional.

METHOD

 Sift 2 Cups of flour in a large Bowl and reserve 1 to cup for later use.

 Combine the yeast, sugar, Nutmeg and the 2 cups of flour. Mix together.

 Create a well at the center and add the warm Milk, melted Butter, and Eggs. Mix

everything together until a very wet dough (more of a thick batter) is formed.

 Work the reserved 1 cup of flour into the dough a little bit at a time until a soft dough is

formed.

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 Transfer the dough to a floured work surface and knead for about 5 minutes but don’t add

too much flour while kneading. The resulting dough should be soft and moist but not

sticky.

 Place the dough in a large greased bowl and grease the surface of the dough as well to

prevent it from drying out. Then leave to rise for 1hr or till almost tripled in size.

 After it’s well risen, punch down the dough to remove the trapped air and transfer it to

the work surface. Roll it out and cut out the Donut circles and the holes if you choose to

have holes in them.

 Cover it up again and leave to rise for about 10 to 20 minutes or till it’s almost doubled in

size.

 Fry in a preheated Oil of about 375 degrees Fahrenheit till golden brown turning halfway

between.

 Once both sides are golden brown, remove from the oil and drain on a paper towel or a

cooling rack.

Donuts

 MEAT PIE

Recipe

For the dough: Flour, Simas, Eggs, Baking powder, Salt, Water,

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for the meat pie filling: Minced meat, Onions, Pinch salt, Spices, Seasonings, Pepper, Irish

potato, Carrot and 1 medium egg for meat pie wash

METHOD

 In a medium size bowl, add two cups of sieve flour, 2 table spoon of baking powder and a

pinch of salt

 Add 3 table spoon of simas, and mix with your fingers

 Now start to add some cold water till a stiff ball of dough is done

 Knead the dough very well and leave to rest for 5 to 7 minutes.

 Peel the Irish potatoes and scrape the carrots, wash and cut these two into tiny cubes.

 In a medium heat, heat the vegetable oil in a pot, add the diced onions and stir for a bit,

add the minced meat and stir vigorously till the minced meat turns pale.

 Add 1 cup of water, seasonings and spices. Cover the pot and once the contents of the pot

start boiling, add the diced carrots and potatoes and cook till everything is well done.

 Set your oven to 170°C and leave to preheat while you continue with the meat pie.

 Rub simas on the insides of the oven tray, break the egg and beat it and set aside.

 Knead the dough some more, roll it out to achieve a 5mm thickness.

 Use a cutter, be it the cover of a small pot or a meat pie cutter, to make round cuts on the

rolled-out dough.

 Scoop some meat pie filling into the center of the round cuts, Rub the egg on the inside

edge of the cut meat pie dough

 Rub the egg on the meat pies and bake for 30-40 min.

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Meat pie

CHAPTER FOUR

4.1 PROBLEMS ENCOUNTERED

The problems encounters during my SIWES attachment are as follows:

1. Financial Constraint: The company did not make provision to pay SIWES student nor do they

draft any allowance package so as to lease the expenses for four (4) months programmed

2. Time Limit: the few months allow for the SIWES was not much and does not give room for

more knowledge to be acquired and prepare one to the real work after school.

4.2 RECOMMENDATIONS

The company should make provision to draft out allowance package for the SIWES student and

also the ITF should try and pay the student allowances immediately after the commencement of

the program to less the expenses of transportation and others expenses during the four-month

program.

Also, I am saying that SIWES program should be extended to a period of six (6) months in order

to learn and acquire more practical experience that will help me as a student and also in life.

Lastly, there should be regular supervisor so as to make student more serious.

4.3 CONCLUSION

The Industrial Training was carried out successfully and has afforded one of the opportunities to
put into practice what has been taught theatrically in school.

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I would like to conclude that the SIWES program is a very relevant and necessary program for

all students and also an advantage for each student's professional development prior to

graduation.

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