ARSI UNIVERSITY

SCHOOL OF BUSINESS AND ECONOMICS

DEPARTMENT OF TOURISM MANAGEMENT
A REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE
SUBJECT INTERNSHIP BEKELECH HOTELS AND RESORTS
BY
ELHAM ADEM
ID. NO: 12379/14

ETHIOPIA, 2025
 ELHAM ADEM

ID. NO: UGR/52365/13

3rd year tourism management (BA)

Department of tourism management

ARSI University

DECLARATION
I ELHAM ADEM hereby declare that the report entitled a Report on BEKELECH Hotels
submitted to department of tourism management, ARSI University impartial fulfillment of the
requirement for the subject Internship, is a record of the original report work done by me and
that has not formed before the basis for the award of ant degree/diploma/associate ship
/fellowship or any other similar titles.
Acknowledgement
I feel delight to hereby put forward this report in the hotel industry as a part of my partial
fulfillment for the degree of bachelor in tourism management but as a part of hospitality industry
to get new experience in the same field. This report is a kind endorsement by our teacher to our
effort.

I would like to express my sincere gratitude as well as appreciation to my teachers of “ARSI

University department of tourism management” for providing us the platform to excel and assist
us with their propound knowledge, guidance, encouragement and the continuous support.

I would like to thank Ms. frehiwot for his cooperation with valuable guidance and supervision in
rightful comments without whom this report wouldn’t be materialized in this form. I also
acknowledge the entire helping hand that got me in every possible way for the formation of this
report.

I consider my duty to express my sincere gratitude to my entire family member and friends for
their valuable suggestion and constant inspiration during the preparation of this field project
report. I would also like to thank “Bekelech Hotel Addis Ababa” for their kindly acceptance and
for providing data and valuable information for my internship. I would also like to thank the
entire work staff for the optimistic support and friendly treatment during my stay. Without the
guidance and support of my colleagues, this internship report would not have been possible.

At last, my deep appreciation goes to Mr Ashenafi , training manager for helping, inspiring and
guiding me through my whole internship.

Sincerely

Elham

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Executive Summary
The core objective of the internship is to fulfill the requirement of the MBA program as
prescribed by the PU. An intern has to prepare project report at the end of the internship period
but the main objective of the internship is to get the hands-on experience of the real world
organization. The internship was completed with the objective of getting practical knowledge in
the HR department of Radisson Hotel Bekelech. The first responsibility I was assigned on this
four week of internship period was to train at the department of front office. Secondly, I was
allotted in the food and beverage department and laundry department was the last task I was
assigned during my Internship program.

As a trainee, I realized that I was successful to gather a lot of significant learning experiences
which would be helpful in my future career. The HR department of Bekelech offered me ample
space and opportunities, not only to learn but also to exhibit my skills as the hotel’s team
member. I could use my theoretical knowledge of hotels in real practice while participating in
many discussions. I was actively involved in all departments meetings where I shared my
knowledge.

I also attempted to gather more information on basic job functions of other departments to have
better understanding of the relation between them and the department I was involved in. It was
commendable to see how wholeheartedly they welcomed, acknowledged and appreciated new
ideas and knowledge. I have provided few recommendations based upon my understanding and
knowledge. I successfully completed all the assigned duties and handed them over to the training
manager at the end of the internship. I thoroughly enjoyed the challenges that came along every
single day. I could also bring some minor improvisations during my internship which were able
to leave their marks. These lessons that I have earned will be a valuable one for my future
endeavors as well.

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 Table of Contents
Acknowledgement..........................................................................................................................................I

Executive Summary......................................................................................................................................II

CHAPTER ONE............................................................................................................................................1

1. INTRODUCTION.....................................................................................................................................1

1.1 Introduction To Internship...................................................................................................................1

1.1.1 Objective Of Internship.................................................................................................................1

1.1.2 Period Of Internship......................................................................................................................1

1.2 Introduction To Company....................................................................................................................1

1.2.1 Mission Of The Organization.......................................................................................................9

1.2.2 Objectives.....................................................................................................................................9

1.2.3 Vision Of The Organization........................................................................................................10

1.2.4 Organizational Structure.............................................................................................................10

CHAPTER TWO.........................................................................................................................................12

MANAGEMENT AND TRAINING INFORMATION..............................................................................12

2.1 Orientation.........................................................................................................................................12

2.2 Importance Of Front Office Department:..........................................................................................12

2.2.1 The Operational Function Of The Front Office Department......................................................12

2.3 Food and Beverage Services in Hotel................................................................................................14

CHAPTER THREE.....................................................................................................................................16

JOB BACKGROUND AND INFORMATION...........................................................................................16

3.1 Front Office Department Employee’s Duties And Responsibilities..................................................16

3.2 Food And Beverage Department Duties And Responsibilities..........................................................16

CHAPTER FOUR........................................................................................................................................18

SWOT ANALYSIS.....................................................................................................................................18

4.1 SWOT Analysis of the Hotel Industry...............................................................................................18

III
 4.1.1 Strength of Hotel.........................................................................................................................18

4.1.2 Weaknesses Of The Hotel...........................................................................................................19

4.1.3 Opportunities...............................................................................................................................19

4.1.4 Threats Of The Hotel..................................................................................................................20

4.2 Conclusion.........................................................................................................................................20

4.3 Recommendations..............................................................................................................................20

Reference.....................................................................................................................................................21

APPENDIX..................................................................................................................................................22

IV
 CHAPTER ONE

1. INTRODUCTION
1.1 Introduction To Internship

An internship is a trained and supervised experience in a professional setting in which the

student is learning and guiding essential experience and expertise. Internship is meant for
introducing candidates either full- time or part-time to a real world experience related to their
carrier goals and interests.

As per bachelor of tourism management studies course structure, the students are required to
undertake 1 month of industrial practice for the partial fulfillment of the 5 th semester course of
study.

1.1.1 Objective Of Internship

The main objective of internship course is to facilitate reflection on experience obtained in the
internship and to enhance understanding of academic material by application in the internship
setting. Internships will provide students the opportunity to taste their interest in a particular
career before permanent commitments are made.

1.1.2 Period Of Internship

The period of my internship for the partial fulfillment of 5 th semester was 1 month started from
august 12.

1.2 Introduction to Company

Bekelech plus Addis Ababa is a 4 star hotel which has 215 employees. This hotel’s main
amenities include

 daily housekeeping
 restaurants and 2 bars/lounges
 breakfast available
 free airport shuttle
 health club

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  sauna
 steam room
 24-hour room service
 Coffee shop/café
 Spa service

This hotel has free cots/infant beds, connecting/adjoining rooms, private bathroom, separate
seating area, television, and terrace for guests with families.

Room options

 Deluxe room , 1 king bed, Non smoking

 Standard room, 1 double bed, Non smoking
 Business room, 1 king bed, Nonsmoking, city view
 Standard room, 2 single beds, nonsmoking
 Junior suite, 1 king bed, nonsmoking
 Standard room, 1 single bed, nonsmoking

Cleaning and safety practices

 Enhanced cleanliness measures

Disinfectant is used to clean the property

High-touch surfaces are cleaned and disinfected

Properly is disinfected with electrostatic spray

Sheets and towels are washed at 60 degree C or hotter

Guest accommodation is sealed after cleaning

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3
  CHECK IN

Guest rooms kept vacant for 72hrs between stays

Social distancing measures in place

Contactless room service is available

 Safety measures

Personal protective equipment worn by staff

Temperature checks given to staff

Temperature checks are available for guests

Masks and gloves are available

Masks are required at the property

Hand sanitizer provided

Required at check-in

Credit card, debit card or cash deposit required for incidental charges

Government-issued photo ID may be required

Minimum check-in age is 18

Pets

No pets or service animals allowed

Internet

Free Wi-Fi in public areas

Free Wi-Fi in rooms

Parking

Free on-site self-parking

Free on-site valet parking

Wheelchair-accessible parking on site

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Transfers

Free airport shuttle on request (available 24 hours a day)*

Other information

Smoke-free property

 Property amenities

Food and drink

Full breakfast (surcharge) each morning 6:00 AM–10:30 AM

2 bars/lounges

Restaurant

Coffee shop

BBQs

24-hour room service

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Working away

24-hour business center

4 meeting rooms

Conference center

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Services

24-hour front desk

Concierge services

Tour/ticket assistance

Dry cleaning/laundry services

Free newspapers in lobby

Luggage storage

Multilingual staff

Facilities

ATM/banking

Safe-deposit box at front desk

Terrace

Television in common areas

24-hour fitness center

Shopping center on site

Spa services

Sauna

Steam room

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Accessibility

Lift

Accessible bathroom

In-room accessibility

Roll-in shower

Wheelchair-accessible parking

Wheelchair-accessible registration desk

Languages

Arabic

English

French

Greek

Turkish

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  Room amenities

Be entertained

42-inch flat-screen TV

Films for purchase

Home comfort

Air conditioning

Portable fan

Wet bar

Coffee/tea maker

Electric kettle

Dressing gowns

More

Daily housekeeping

In-room safe

Connecting/adjoining rooms available

Access via exterior corridors

 Special features

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Spa

Guests can pamper themselves by indulging in the on-site spa services. Services include Swedish
massages and massages.

Dining

Home – On-site restaurant.

 Fees & policies

Reservations are required for massage services and can be made by contacting the property
before arrival at the number on the booking confirmation

Hygiene & cleanliness

This property advises that enhanced cleaning and guest safety measures are currently in place.

Disinfectant is used to clean the property; commonly touched surfaces are cleaned with
disinfectant between stays; bed sheets and towels are laundered at a temperature of at least
60°C/140°F; guest room doors are

1.2.1 Mission of The Organization

Bekelech Hotels world- wide believes it will attain success by achieving this mission:

"To provide Genuine Hospitality to our guests at every point of contact."

“To build relationships valuable with our customers, owners, employees and partners, by
developing and operating: Great Places, For Great People, To Provide Great Hospitality, and
Deliver Great Results”

Bekelech knows that what make up the Brand of Bekelech are relationships-Relationships with
its owners and operators, employees and travelers. Bekelech also knows the importance of
having those relationships built on mutual trust and respect. When that happens, people can do
their best work and have fun! Bekelech Hotels will achieve success by being the first choice of:
Owners, Guests and Employee – you! The “Triangle of Excellence” provides a model
philosophy. Radisson Hotels World-Wide will exceed the expectations of:

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1.2.2 Objectives

The Faculty of Management, has its ultimate objectives of preparing students for professional
pursuits of business, industry and government. The core objective of the internship is to fulfill
the requirement of the MBA program .Apart from this, the internship was completed with the
objective of getting practical knowledge in the HR department of Bekelech Hotel. More
specifically, the objectives of the internship were as under:

 To gain practical experience of the jobs carried out in the HR Department of Radisson
Hotel
 To compare the theoretical knowledge of HR with the practical experiences carried out at
the 5 star Hotel.
 Clarify personal interests, skills, and competencies, and their implementation toward
development of career goals.
 To gain ideas from the experienced people working for HR department.

1.2.3 Vision of The Organization

The BEKELECH VISION describes what the organization wants to be for its owners, guests,
and you. BEKELECH vision is:
To be the most RESPECTED hotel brand in the world, in which we are:
 Trusted by our travelers-for our consistent quality, reliable service and genuine
hospitality
 Respected by owners and operators-for the strength of our brand and our ability to build
value in hotels and to drive revenues.
 Sought out by employees-because of our reputation for innovation, for opportunities
within the company and our culture, which creates a, positive work environment.

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1.2.4 Organizational Structure

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 CHAPTER TWO

2. MANAGEMENT AND TRAINING INFORMATION

2.1 Orientation

Orientation shortly means the act or process of orienting. The state of being oriented.

There was a brief trainee orientation when I first started the internship. There were 5 trainees
with me who came there to take there internship program. The training manager showed us
around and gave us the information we needed. The training manager introduced us with all
departments at the hotel and our colleagues too.

I first assigned in front office department which I assist and train there for 12 days. Front desk is
a very important department in the hotel, making direct contact with guests. The main function
of this department is reservation, guest service, check-in, check-out, telephone, finance &
cashiering, foreign exchange, room assignment, inquiry etc.

The front office is also called the nerve center of a hotel. It can be defined as a front of housing
department located around the foyer and the lobby area of a hospitality property. As this
department is located around the foyer area of the hotel and is visible to the guests, patrons and
visitors, they are collectively called “front office”.

2.2 Importance of Front Office Department:

Traditional Front Office functions include reservation, registration, room and rate assignment,
guest services, room status, maintenance and settlement of the guest account, and creation of
guest history records.

The Front Office develops and maintains a comprehensive database of guest information,
coordinates guest services, and ensures guest satisfaction. These functions are accomplished by
personal in diverse areas of Front Office Department.

2.2.1 The Operational Function of the Front Office Department

Guest Registration: Does all guest registration-related activities like Check-in, room
assignment, welcoming, room rate etc.

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Guest Service: Fulfils any Guest Services related activities.

Guest History and records: Creates and maintains a guest profile, history, likes and dislikes,
collect feedback etc.

Guest Database: Develops & maintains a Comprehensive Database of Guest Information

Updates Room Status: responsible to update the correct room status like CI, CO, DNCO, DND
etc.

Reservation: This section is responsible in registering the room reservation from various
sources, with recordings, filing of reservation records, and revise on the appropriate time to make
sure that guests would have their rooms upon entering the hotel.

Postage and Parcels: This section is to facilitate guests pertaining to the posting of letters,
telegrams, and parcels.

Telephone: This section is to facilitate guests pertaining to the telephone both internally and
externally, and to wake guests up in the morning upon request.

Finance and Foreign Exchange: This section relates with the Accounting Department, through
the collection from guests through their services, and also give the foreign exchange service.

Inquiry: This section is to answer questions and inquiries of guests. Therefore, this section
would have to be alert with all the movements of the hotel.

In this department I learned a lot about front desk like:

 Registration
 New reservation
 Check-in
 Check-out
 In house guest
 Billing
 Cashing
 Foreign exchange
 Room assignment
 Guest service

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  Arrival process
 Occupancy
 Departure
 Guest profile
 Pre-arrival
 Telephone operating
 Rate assignment
 Settlement of guest account
 Creation of guest history records
 Room management
 AR settlement
 End of day
 Miscellaneous
 Creating guest database
 Insuring keys
 Guest folio and etc……

The next department I was assigned was food and beverage department. I trained there for 12
days. The food and beverage service is part of the service-oriented hospitality sector. It can be a
part of a large hotel or tourism business and it can also be run as an independent business. The
members of the F&B Services team are required to perform a wide range of tasks which include
preparation for service, greeting the guests, taking their orders, settling the bills, and performing
various other tasks after the guests leave.

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2.3 Food and Beverage Services in Hotel

Most of the star-ranked hotels offer multiple F&B services in their hotels. They can be −

 Restaurant
 Lounge
 Coffee Shop
 Room Service
 Poolside Barbecue/Grill Service
 Banquet Service
 Bar
 Outside Catering Service

As Bekelech is a 4 star hotel it has almost all F&B services. At my training in that department
there was a lot I got like:

 Preparation for service

 Greeting guests
 Taking orders
 Setting bills

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 CHAPTER THREE

3. JOB BACKGROUND AND INFORMATION

As I tried to mention in chapter two, I trained in 3 departments. In each department I worked
(trained), there were specific including hours and number of employees. Each department has
their own trainer, personnel, supervisor and department manager.

3.1 Front Office Department Employee’s Duties and Responsibilities

 Front office manger

Front Office Managers are one of the most important roles in managing office space, improving
customer satisfaction and customer loyalty. Often times they are the first contact with the
customers, and are responsible for making a good impression and improving reputation.

 Check, sort and forward emails

 Monitor office supplies
 Place supply orders when necessary
 Monitor and update records and files
 Monitor and log office expenses and costs
 Front office supervisor

Front Office Supervisors lead and perform all front desk duties including check-ins, checkouts,
reservations, guest phone messages and special requests. Supervisors ensure that guests
experience a great stay. This position requires diplomatic skills and the ability to deal with
people from different cultures and backgrounds.

3.2 Food and Beverage Department Duties and Responsibilities

 F&B manager

The food and beverage manager directs the operations of the F&B department. The duties are to
manage all the functions of kitchens, service areas, purchases, stores, and stewarding, and the
chefs, managers, and supervisors of these departments report to them.

 Manage all F&B and day-to-day operations within budgeted guidelines and to the
highest standards

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  Preserve excellent levels of internal and external customer service
 Design exceptional menus, purchase goods and continuously make necessary
improvements
 Identify customers’ needs and respond proactively to all of their concerns
 F&B supervisor

The food and beverage service supervisor directs and schedules kitchen, bar staff and food and
beverage servers. During peak hours they may assist in seating or serving customers and ensure
the cleanliness and general look of the dining room. The food and beverage service supervisor
may also maintain inventory and control costs.

 Participates in the recruitment, selection, and training of staff

 Supervise and schedule food and beverage staff
 Ensure customer satisfaction

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 CHAPTER FOUR

4. SWOT ANALYSIS
What Is a SWOT Analysis?

SWOT stands for Strengths, Weaknesses, Opportunities, and Threats, and so a SWOT analysis is
a technique for assessing these four aspects of your business.

Why Is SWOT Analysis Important?

SWOT Analysis can help you to challenge risky assumptions and to uncover dangerous blind
spots about your organization's performance. If you use it carefully and collaboratively, it can
deliver new insights on where your business currently is, and help you to develop exactly the
right strategy for any situation.

4.1 SWOT Analysis of the Hotel Industry

Hotels and restaurants fall into the category of the hospitality service industry. It’s one of the
most successful businesses across the world, and it contributes billions of dollars to the global
economy. Hundreds of thousands of people are employed and dependent on this industry.

4.1.1 Strength of Hotel

Safe & Comfortable Atmosphere like Home

Bekelech plus Addis hotel offer rooms with all the necessary facilities like bed, washroom,
blanket, electricity, etc. If you’re renting a room of some good hotel, then Bekelech would make
you make feel like home.

Employment Opportunities

An ordinary hotel requires 5 to 20 people of staff to perform various functions. Bigger luxury
and five-star hotels require 100s of people to run various operations because such hotels and
restaurants are so big that they have many departments.

Bekelech Hotelhas 210 employees over all.

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  High Profit

It’s undoubtedly a very profitable business, but establishing any hotel requires a huge investment
to start. If you want to achieve the level of 5 stars hotels, then you have to invest more to
maintain certain professional standards.

4.1.2 Weaknesses of The Hotel

Here are the weaknesses of the hotels and resorts industry.

 Expensive

Sometimes per night staying rates of hotels are out of the reach of ordinary household families.
Only business executives and rich people could afford thousands of dollars per night. If you
compare such rates, then it is the monthly income of any ordinary worker.

 High Taxes

Tax rates on hotels vary from country to country. But governments usually impose a very high
tax rates on hotels and restaurants. That’s why they have no other choice, but to charge more
from their customers.

4.1.3 Opportunities

Following are the major opportunities for the hospitality industry.

 Uniqueness

As we know that it is a very competitive industry. If any hotel provides some unique experience
to its customers, then it’s highly probable that it would attract more customers. It could be in the
form of view, comfort level, or any other unique thing that differentiates you from the
competitors. Then you can cash out this unique experience.

 Online Booking

Bekelech plus Addis hotel have a website and a page on different social media platforms.
Tourists shouldn’t have any difficulties to reach out. It’s available online, so that you can ask for
booking and payment.

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4.1.4 Threats of The Hotel

Local Unrest

If there is any boycott, roadblock or some political protest in the country, then such political
unrest isn’t good for the hospitality industry. Such events discourage tourists to visit any country,
because why any tourist would like to visit a country where all the shops, markets, roads are
blocked. There’s no place to go, no transport to travel, and everything is locked down. Such
issues affect the hotels and restaurants the most.

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 CHAPTER FIVE
5.1 Conclusion

My internship in Bekelech Hotelwas the first instance of me, working in a professional field.
This experience brought out my strength and added more confidence to my professional
approach built a positive attitude and taught me how to work in team as a player. This was my
first experience to work in 4 star Hotel .In the beginning I was quiet nervous about it , During my
1 month of training in a new environment I have developed a lot of confidence and courage in
this industry . So, I feel lucky to have Bekelech Hotelas the place of my first work experience. I
had no idea of the challenges to be faced after putting my foot in the professional world, the job
was demanding but I did my best to create value for the Hotel and for myself as well. My
experience at the hotel was highly educative one. I went to different departments of the hotel and
got lot of experience. I

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5.2 Recommendations

The hotel’s management should try to create good working environment, team work and
coordination between employees. The hotel should also provide a fair salary for its employees
and provide different benefit packages like bonuses to motivate its employees and facilitate its
service.

The hotel should also organize its maintenance department as new and try to address
maintenance problems as soon as possible.

The hotel should hire a qualified manager both educationally and experienced.

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Reference
➢ Google Wi-Fi

➢ Human resource guide of RORI hotel.

➢ Profile of RORI Hotel

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 APPENDIX
Brochures- it is a document that show information about particular area.

Report- is that something reported to somebody after getting training in a certain organization.

Attachment -is a document that is attached or connection person to another across time and
space.

Report is a document containing information organized in narrative, graphic, tabular form

prepared in a specific time.

Document is a sources of information used for several research worker.

SWOT - (strength, weakness, opportunity, and threat) is a foundational assessment models that
measures what an organization /office/ can and cannot do, and its potential opportunities and
threats.

Structure - the typically hierarchical arrangement of lines that determine show the roles, powers
and responsibilities are assigned, controlled, coordinated and how information flows between the
different levels.

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