A TERM PAPER

Presented to faculty of ACLC College

Tacloban City

In Partial Fulfillment of the Requirements for the Degree Bachelor of Science in Hotel and Restaurant Management

By

ROSEMARIE A. MATOL

MAY 2014

ACKNOWLEDGEMENT

The researcher would like to express her deepest appreciation and gratitude to

who have provided her assistance which made this study successful.

To Mrs. Krischelle Jadulco and Mr. Gary Vincent Mengullo very patient

technical adviser and editor for their useful critiques and advices of this Case

analysis.

To Mrs. Armie Joy F. Fumar our course case study adviser for her patient

guidance, enthusiastic encouragement and assistance in keeping my progress

on schedule.

To the Management of Mandarin Plaza Hotel who gave me their time and

convenience that I need in the accomplishment of this study.

To my classmates and friends who inspired me in making this study for us to

walk on stage together.

To my parents, family and relatives for their unconditional love; emotional and

financial support. These things wouldn’t be possible with you all.

We also acknowledge our special someone who gave us inspiration and most

especially to our god almighty who provided us life with good mental condition

and wellbeing all through this days.

R.A.M

TABLE OF CONTENT

TITLE PAGE ……………………………………………………………………………i

APPROVALSHEET……………………………………………………………………ii

ACKNOWLEDGEMEN……………………………………………………………….iii

TABLE OF CONTENTS………………………………………………………………iv

CHAPTERS

I. INTRODUCTION

Overview of hospitality

industry……………………………………………………………………1

History of the establishment…………………………………………….5

Mission and Vision of the establishment……………………………...7

Significance of the study………………………………………………..7

Statement of the problem/the enumeration of cases………………...7

II. RELATED THEORIES AND EXISTING LAWS…..……………………8

III. DISCUSSION

Discussion of the Problems Encountered…..…………………………14

Decision of the Management……………………………………………14

Action taken by a Researcher…………………………………………..14

References

Curriculum Vitae

APPROVAL SHEET

Name of proponent:

ROSEMARIE A. MATOL

Title of the Case:

Understaffing of employee in the food and beverage of the hotel.

Mrs. KRISHELLE JADULCO

Case Study Adviser

Mr. Gary Vincent

Technical

Ms. Gay T. Dadulla, RN,MAN

Panel Member

Mrs.Eleanor R. Chuca, MAE

Panel Member

Mrs. Armie Joy F. Fumar, MM

Case Study Instructor

CHAPTER I

INTRODUCTION

Overview of the Hospitality Industry

Hospitality is about serving the guests to provide them with "feel-good-effect"

(Guest is God) has been one of central tenets of Indian culture since times

immemorial. In India, the guest is treated with utmost warmth and respect and is

provided the best services.

 (http://www.naukrihub.com/india/hospitality/overview/#sthash.NiCJkubh.dpuf)

The hospitality industry is a broad category of fields within the service

industry that includes lodging, event planning ,theme parks, transportation, cruise

line, and additional fields within the tourism industry. The hospitality industry is a

several billion dollar industry that mostly depends on the availability of leisure

time and disposable income. A hospitality unit such as a restaurant, hotel, or

even an amusement park consists of multiple groups such as facility

maintenance, direct operations (servers, housekeepers, porters, kitchen

workers, bartenders, management, marketing, and human resources etc). Usage

rate or its inverse "vacancy rate" is an important variable for the hospitality

industry. Just as a factory owner would wish a productive asset to be in use as

much as possible (as opposed to having to pay fixed costs while the factory isn't

producing), so do restaurants, hotels, and theme parks seek to maximize the

number of customers they "process" in all sectors. This led to formation of

services with the aim to increase usage rate provided by hotel consolidators.

Information about required or offered products are brokered on business

networks used by vendors as well as purchasers. In looking various industries,

"barriers to entry" by newcomers and competitive advantages between current

players are very important. Among other things, hospitality industry players find

advantage in old classics (location), initial and ongoing investment support

(reflected in the material upkeep of facilities and the luxuries located therein), and

particular themes adopted by the marketing arm of the organization in question

(for example at theme restaurants). Very important is also the characteristics of

the personnel working in direct contact with the customers. The authenticity,

professionalism, and actual concern for the happiness and well-being of the

customers that is communicated by successful organizations is a clear

competitive advantage.(http://en.wikipedia.org/wiki/Hospitality_industry)

The hospitality management field offers diverse career opportunities.

Individuals may work for or manage a resort, hotel, motel, spa or restaurant. Due

to the broad range of businesses needing hospitality expertise a person does not

have to live in a big city, tropical destination or other high-tourism area in order to

find work. Career opportunities will, however, be greater at larger facilities.

Individuals in hospitality management often pursue careers as general managers

or assistant managers. Job duties may include hiring staff, setting rates,

marketing, overseeing security, ensuring appropriate maintenance and setting

schedules. Overall, managers must maintain profitability and effectively resolve

customer complaints.(http://www.ehow.com/about_6622225_tourism-hospitality-

management_.html#ixzz33AklsWVW

History of Mandarin Plaza Hotel

Mandarin Plaza Hotel is a new business hotel in Cebu. It is primarily located

heart of the Cebu City Business Park. The Hotel’s complete address is at

Archbishop Reyes Avenue corner Escario street Cebu City, just beside the north

skyway fronting the WIPRO and AYALA Malls. Mandarin Plaza Hotel is a sister

company of Diplomat Hotel. The hotel soft opening May 18 2013 guest ……this

is a family owned business hotel where members of Ho family with Anthony Ho,

the father as the CEO Harvey Ho the eldest as the managing director Hannah Ho

as the treasurer and Hazel Ho the youngest as the sales and marketing director.

The hotel has 26th floors were 6th to 20th floors are for guestrooms. The Mandarin

Plaza Hotel do not have 13th and 14th floor because in Chinese these are not

good number for business. Hotel guestroom have 4 classification: Superior room,

Deluxe room, Executive room and a triple Sharing. The 6th and 7th floors are for

smoking rooms. All guest room from 02 to 26th are deluxe room and superior

room except 01 and 27 room because it is a luxury suites and executive room.

The room rates include a buffet breakfast. Every guest room have amenities like

refrigerator, LED Television, Hot and Cold shower, Hair dryer, In-room safe, Wifi

and Lan access tea and making facilities, complimentary bottled water, souvenir

bag, toiletries and sitting area.

To cater more, hotel has many facilities and services that would surely meet

some of the needs and wants of the customer. It has 24 hour reception, massage

and spa, 5 feet outdoor swimming pool. Bar and Restaurants ( open from 6:00 to

12:00 midnight). MPH gym has different fitness equipment that will be enjoyed by

gym enthusiast such as cross trainee machine, threadwill, recumbent bike

machine and fit 3 multi-gyms. MPH has already 4 functioning guest elevator to

accommodate large number of guest. They have also facilities for any gathering

like the business center which can accommodate 20pax which is available from

6:00am-7:00pm. For larger event there are two ballrooms; the grand ballroom

which can accommodate 300pax and this is convertible to two, the other one is

the crystal ballroom that can accommodate 200pax and convertible to three. This

two event facilities has a great architectural design and with a chandelier that

complements the natural color of the said facilities. In addition, another important

part of the hotel is the parking area. The basement parking has 3 layer and can

accommodate 200 vehicles.

Mission and Vision

Vision.

To be the first choice three star business hotel in Cebu.

Mission.

We provide our guest with clean rooms, fast and friendly service, serve a good

tasting food at the most competitive price.

Significance of the Study

This study was made by the researcher for this useful to the people.

Management of the Mandarin Plaza Hotel. To serve as this in dealing and

solving problems that may arise in the workplace.

To Trainees. This study will benefit the trainees to strictly the company rules and

regulations to avoid violations.

To Students. This study will help the incoming OJT’s of different establishment

to follow the rules and regulations in the hotel industry.

Cases Encountered

This study aims to find solutions to the problem encountered by the researcher:

1. Employees are using guest room amenities during working hours?

CHAPTER II

RELATED THEORIES AND EXISTING LAWS

This chapter present to related theories and existing law on the problems

encountered by the researcher during on the job training.

Art. 308. Who are liable for theft. — Theft is committed by any person who, with

intent to gain but without violence against or intimidation of persons nor force

upon things, shall take personal property of another without the latter’s consent.

Theft is likewise committed by:

1. Any person who, having found lost property, shall fail to deliver the same to

the local authorities or to its owner;

2. Any person who, after having maliciously damaged the property of another,

shall remove or make use of the fruits or object of the damage caused by him;

and

3. Any person who shall enter an inclosed estate or a field where trespass is

forbidden or which belongs to another and without the consent of its owner, shall

hunt or fish upon the same or shall gather cereals, or other forest or farm

products.

Art. 309. Penalties. — Any person guilty of theft shall be punished by:

1. The penalty of prision mayor in its minimum and medium periods, if the value

of the thing stolen is more than 12,000 pesos but does not exceed 22,000 pesos,

but if the value of the thing stolen exceeds the latter amount the penalty shall be

the maximum period of the one prescribed in this paragraph, and one year for

each additional ten thousand pesos, but the total of the penalty which may be

imposed shall not exceed twenty years. In such cases, and in connection with the

accessory penalties which may be imposed and for the purpose of the other

provisions of this Code, the penalty shall be termed prision mayor or reclusion

temporal, as the case may be.

2. The penalty of prision correccional in its medium and maximum periods, if the

value of the thing stolen is more than 6,000 pesos but does not exceed 12,000

pesos.

3. The penalty of prision correccional in its minimum and medium periods, if the

value of the property stolen is more than 200 pesos but does not exceed 6,000

pesos.

4. Arresto mayor in its medium period to prision correccional in its minimum

period, if the value of the property stolen is over 50 pesos but does not exceed

200 pesos.

5. Arresto mayor to its full extent, if such value is over 5 pesos but does not

exceed 50 pesos.

6. Arresto mayor in its minimum and medium periods, if such value does not

exceed 5 pesos.

7. Arresto menor or a fine not exceeding 200 pesos, if the theft is committed

under the circumstances enumerated in paragraph 3 of the next preceding article

and the value of the thing stolen does not exceed 5 pesos. If such value exceeds

said amount, the provision of any of the five preceding subdivisions shall be

made applicable.

8. Arresto menor in its minimum period or a fine not exceeding 50 pesos, when

the value of the thing stolen is not over 5 pesos, and the offender shall have

acted under the impulse of hunger, poverty, or the difficulty of earning a

livelihood for the support of himself or his family.

(http://criminallawphilippines.wordpress.com/2010/03/16/c3-theft-art-308-311/)

CHAPTER III

This chapter present the Discussion of the problem encountered and Decision of

the management, Action taken by a Researcher.

Discussion of the Problem

During my duty at the Housekeeping Department of Mandarin Plaza Hotel

I encountered that employees are using the amenities like complementary bottled

water, tissue, sugar cade, soap. The are not afraid to used inside the room

because the supervisor only entered the room for checking if the room was finish

to clean at on time. One time the supervisors went upstairs to check every floor

without knowing the employees then the supervisor caught the employees using

the amenities while on duty.

Decision of the management

The General Manager decided to call the attention of employees who was

using the amenities inside the guest room while on duty. The provided there rules

and regulations of Mandarin Plaza Hotel that once employees are caught using

amenities there is offensive. The General Manager gave determination of the

employee using amenities inside the room.

Action taken by a Researcher

As a researcher of this Mandarin Plaza Hotel I could share my knowledge

and experience during my studies and OJT to the hotel, if the management

giving a chance to solve this problem of the company I will conduct a meeting to

all the employees who are join of this hotel for having a new rules and regulation

so that it can avoid us for using the amenities and etc inside the hotel and also

the management always asking every supervisor if the ideas will be absorb to the

employees.

References

 (http://www.naukrihub.com/india/hospitality/overview/#sthash.NiCJkubh.dpuf)

(http://en.wikipedia.org/wiki/Hospitality_industry)

(http://www.ehow.com/about_6622225_tourism-hospitality-

management_.html#ixzz33AklsWVW

(http://criminallawphilippines.wordpress.com/2010/03/16/c3-theft-art-308-311/)

ROSEMARIE A. MATOL

Brgy. Tin-awan McArthur Leyte

Cell # 09077769662

Email Add: matol_marie@yahoo.com

Objectives:

To apply my knowledge and skills of what I had learned during my studies and OJT in hotel.

Tertiary: AMA COMPUTER LEARNING CENTER (ACLC)

B.S. Hotel and Restaurant Management

Real Street Tacloban City

2014 –present

Secondary: MACARTHUR NATIONAL SCHOOL

MacArthur Leyte

2006-2010

Preliminary: PALALE ELEMENTARY SCHOOL

Palale MacArthur Leyte

2000-2006

National Certification Level Passed

Commercial Cooking NC II

November 10, 2012

ACLC College, Tacloban City

Front Office Services NC II

November 18, 2012

ACLC College, Tacloban City

Food and Beverage Services NC II

February 27, 2013

ACLC College, Tacloban City

Housekeeping NC II

March 21, 2013

ACLC College, Tacloban City

Bartending NC II

March 27, 2013

ACLC College, Tacloban City

Training Attended

Human Rights Awareness

April 2, 2011

ACLC Real Campus Tacloban City

“ Developing a Professional Presence Through Social Graces, Etiquettes in the Tourism Industry”

August 29, 2012

ACLC Real Campus Tacloban Cty

Italian Cuisine- a taste of Italy

August 30,2012

ACLC Real Campus Tacloban City

Personality Development Building Professional Image

October 16 2013

ACLC Real Campus Tacloban City

“ Sanitation and Industry Trend: A tool for empowering the future global hospitality workers”

March 13, 2013

ACLC Real Campus Tacloban City

Skills

Banquet/Catering Function Training

September 6, 2013/ July 26,2013

Serving the guest

Skirting the buffet tables

Arranging tables and Chairs

Set up the utensils

Entertain the guest

Character References

Mrs. Armie Joy F. Fumar

Instructor- ACLC College

Tacloban City

Contact # 09228524895

Ms. Lesa Petilos- Ronda

Librarian- ACLC College

Contact # 09089892607