Case study - Fawlty towers

It is difficult to see what your establishment does right and wrong, if you can't compare it to anything. We watched a television sitcom, Fawlty Towers, which definitely opened my eyes. It's about a husband and wife who owns and manages a small hotel. The problem is that, Basil, the husband does not have the correct people skills, including, communication skills, conflict management and time management, to deliver a good customer service.

He is ill tempered and rude to guests, except the ones he thinks are important, he makes a lot of assumptions, and because of that, a lot of mistakes. The communication between him and his wife and the rest of the staff is terrible, and they don't understand each other. Nothing gets planned, and a plan b does not exist. He thinks he can do everything on his own, and doesn't allocate tasks.

The security procedures are not in place and in practice, the room keys are accessible to anyone, and guest valuables are not handled safely, but rather left on the reception counter. The fire drill does not work, staff is untrained and incapable.

There are a lot of things that can be improved, that has to be improved, for a hotel establishment to run smoothly and to deliver a good customer service.

Key control and company procedures

Within a big company or establishment like Sondela, with a lot of different departments, staff areas, guest areas, chalets, money, paper work and equipment, it is very important to have a good key system in place and in practice, and a procedure of the handeling of these keys.

It is very important that the correct autherized personal handle certain keys, to avoid theft, confussion, missing stock, unhappy guests and the loss of effective time management. Each department has a procedure of what and how they handle their keys, but it should always be signed in and out at the security offices.



Chalet/room keys should be well controlled between guests and reception. The guest must pay a deposit before he can receive the key, and bring the key back before we can give back his deposit. If maintenance needs a key for repair work, they have to sign it out at reception and sign it back in when returning the key. This way we always know where to find a missing key. If a key does get lost, immediately radio the main gate and housekeeping, if they do not have the key, you have to phone the guest, because he might have left with the key by mistake. If the key is not found, the locks of the door in question must be changed for safety and security reasons.

Storage areas

All storage rooms and offices are off limits to guests and unautherized staff members. These areas contain valuable and harmfull items/products/chemicals/equipment, which should only be used by autherized staff members who are trained to handle these kinds of material. That is why it is important to have a key system and control who handles the keys and where they are kept.
A guests' safety is very important to us and it is our responsibility to make them feel safe and at home, and avoid all hazards and possible disapointment and injuries.

Our visit at Pietersburg Highschool

There are a lot of things to think about when planning a marketing visit like this. The day before we had to make sure that we have everything we need, from pamplets, capture forms, banners, camera, pens, to, lap tops, projecters, petty cash and a suitable vehicle.Once you have made a list, collected all your equipment and double checked it, you are ready. Set a time of departure, and stick to it.

It was a long drive but at least there was coffee and scones when we got there. First we set up our tables and slideshow, before the students started walking through all the different dispalys of careers. During the day 7 schools visited us, we had a lot of interest and definitely got our message across.Overall the day was a huge success and a lot of fun.

Fikkie Meyer comes to visit

As everyone knows marketing is one of the most important tools we use to advertise and show off with our resort and Academy.We have been to a few schools, all over, doing cooking demos, giving slideshow presentations, and telling them all about the courses we offer.

Sondela Country house

Sondela Country House, or as we call it, the Guesthouse, is a 5 star establishment on our resort.I have had the priviledge to work at the guest house on more than one ocation and got to know it very well. This past December i really learnt a lot, working there for 5 weeks non stop, i even got a chance to manage the house by myself.

Food and Beverage

When you hear food and beverage, you imediately think, restaurant, kitchen or bar. This is only a small part of it. Food and beverage is also responsible for functions, confrences, group outings and the cafe (shop)/tuck shop, all of which are oraganized and run by the food and beverage department. Ordering of new stock, setting up for functions and running a kitchen and restaurant, are just some of their responsibilities.

Accommodation Services

Accommodation, or as most people say, housekeeping. This is one of the most important departments in a hotel establishment, as it should ensure a comfortable stay for our guest.Housekeeping is not just cleaning, dusting and sweeping, there is a lot of paper work and planning that goes into accommodation services.