REDEMPTION HIGHER INSTITUTE OF BIOMEDIICAL
AND MANAGEMENT SCIENCE MOLYKO BUEA.
SCHOOL OF HOME ECONOMICS
DEPARTMENT : HOTEL MANAGEMENT AND CATERING
DEFENSE
A TWO MONTHS INTERNSHIP REPORT CARRIED OUT AT ETA PALACE
HOTEL BUEA 09th OF APRIL TO THE 31ST OF MAY 2024.
FOCUS AREA:
THE ROLE OF HOUSEKEEPING IN GUEST SATISFACTION.
PRESENTED BY
NDEH RUTH MANKA
25HMC0020
SUPERVISOR:
DR. NYONG ABAM
APRIL 2025
OUTLINE
Activities carried out by Intern
Focus area
Conclusions, recommendations
Activities carried out by the intern
Week One: Laundry Department
These was my first area at work where I was assigned to work for one week.
The laundry department is a department in charge of washing linens and it
is responsible for the cleaning and maintenance of all the linens and guest
cloths when necessary.
Week Two: Front Office Department
This is the front desk area of the hotel. Here, when a guest arrives the hotel,
the front desk welcomes the guest and creates a guest registration record in
order to collect important information like full names, address date of birth,
Week Three and Four: House Keeping Department
This department is headed by a housekeeping manager and is made up
of two blocks, A and B under the supervision of the following
individuals. Block A by Madame Vicky, Block B by Mr. Gustave. In
this department, I was educated on the procedures to clean, check in,
check out, and occupied rooms.
Week Five and Six: Kitchen
This department is in charge of food preparation. I was taught on how
to prepare, produce and serve meals like basket sauce, kwakoko bible
and ndole, grilled chicken and fish, tanchot soup various types of
Week Seven and Eight: Bar and Restaurant Department
This was my last area of work where I worked for two weeks. The bar
and restaurant is that department in the hotel which offers food and
beverage service. A bar and restaurant is a business that serves food
and drinks to customers.
FOCUS AREA:
THE ROLE OF HOUSEKEEPING IN GUEST SATISFACTION
Housekeeping plays a crucial role in ensuring guest satisfaction and enhancing the
overall guest experience in the hospitality industry. Housekeeping refers to the set
of activities responsible for maintaining cleanliness, orderliness and overall
hygiene in the hotel guest rooms, public area and other designated spaces.
It involves various chores such as cleaning, laundry, bed making, maintenance,
kitchen cleaning, bed room cleaning and many others.
Guest Satisfaction: This refers to the level of containment and fulfilment
experienced by guest during their stay in the hotel
Interior decoration Eta Palace Hotel has interior decoration, has no technological
advancement, no art work, eco-friendly materials that can attract guest and ensure
their satisfaction during their stay in the hotel.
Soiled linens
At Eta Palace Hotel, the linens used to arrange guest rooms are
contaminated which are unpleasant to guest, it raises concerns
about the hotel cleanliness, making stay uncomfortable.
Pest control
One role of housekeeping is to control pest because its not healthy
for guest to check-in and find pest in their rooms.
Intense cleaning of guest rooms
The way the housekeeping department of Eta Palace cleans the guest
rooms is not intense due to the lack of working equipment.
Weaknesses of the Organization
Wrong Manner of approach by staffs to guests
The workers of Eta palace hotel are harsh on customers which can lead
to non- customer satisfaction
Recommendation
According to my internship experience and observations, I recommend
the following:
The Hotel should consider staffs opinions and also motivate the
workers
The Hotel should innovate on their skills and try to update the hotel
to have modern facilities like the electronic key not the manual,
lifter to attract more customers.
Conclusion
This report contains all the activities the intern carried out at Eta
palace hotel. This internship helped the intern to know how to
manage a business and how to approach and solve customer
problems.
It also helped the intern to practice what was taught in school in
order to master the work perfectly.
