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A HOTEL PRACTICUM REPORT
ON
NEW HORIZON HOTELWhere European Standard Are Affordable
778 BONI AVENUE, MANDALUYONG CITY METRO MANILA, PHILLIPPINESTRAINING PERIOD: JUNE 27, 2011 - SEPTEMBER 4, 2011
IN PARTIAL FULFILLMENT OFTHE REQUIREMENT FOR THE DEGREE OF
BACHELOR IN SCIENCE OF HOTEL AND RESTAURANT MANAGEMENT
COLLEGE OF HOSPITALITYMANAGEMENT AND TOURISM
LAGUNA STATE POLYTECHNIC UNIVERSITYSINILOAN CAMPUSSINILOAN, LAGUNA
SUBMITTED TO:
PROF. LOURDES JOSONPRACTICUM COORDINATOR
SUBMITTED BY:
ARVIN A. MAGBAYAO#536 N. KAHARIAN ST. DON FELIPE SUBD.
SINILOAN LAGUNA(2011)
APPROVAL SHEET
ACKNOWLEDGEMENT
The author wishes to extend his deepest gratitude and sincerest thanks to the following
persons, who in one way or another, had helped in doing this special problem.
First and foremost to our ALMIGHTY GOD for the blessing and guidance that makes
the author strong whenever the problems are never ending. Without him this study would never
be possible.
Mrs. Lourdes A. Joson, Practicum coordinator, for the patience and encouragement to
undertake and finish this practicum;
Mrs. Marife F. Hosmillo, English Critics, for patiently editing this narrative report.
Mrs. Merly F. Arjona, Dean of Institute of (CHMT) College of Hospitality,
Management and Tourism, for her encouragement and motherly support among CHMT students.
Mr. Henry Mañio, Housekeeping Team Leader, for being so magnanimous and for
sacrificing her time in giving hints and ideas on how the author execute the tasks in hotel
housekeeping and related HRM activities properly and guiding the author throughout the period
of his stay at New Horizon Hotel and also for the laughter and happiness they shared.
Mr. Jonas , Room Attendant, for being supportive and for sharing his invaluable time in
giving hints and ideas on how the author execute the tasks in housekeeping and related HRM
activities properly and guiding the author throughout the period of his stay at New Horizon
Hotel.
The New Horizon Hotel administrators and staff especially to Mr. Joel America,
Head Guard, for being approachable and accommodative.
Special thanks to Mrs. Evangeline R. Cruz, the librarian of Laguna State Polytechnic
University (LSPU) for being so accommodating and lending some important reference materials.
Gratitude is also extended to his friend, Rommel R. Villanueva, who is giving and
sharing his precious time in immediately correcting this work.
Special thanks to Wendi Lhee A. Caramonte who serves as his inspiration during those
times.
Finally, special gratitude to his parents, Mr. Alejandro Magbayao and Mrs. Corazon
A. Magbayao for untiring effort, near prayers cooperation, patience, care, love and never ending
support especially on the financial aspect.
To his brothers namely, Melvin, Mark Alvin and Marvin for their moral, financial and
spiritual support not only at the time of conducting and doing these study, but at all times.
ARVIN A. MAGBAYAO
The Author
DEDICATION
I can no other
answers make but a big thanks and thanks to my dearest family, my
father, mother, Kuya Melvin and Ate Ritchel, Kuya Alvin,
and Kuya Marvin. These are
all for you.
Thank you
so much………
Arvin A. Magbayao
TABLE OF CONTENTS
Title Page i
Approval Sheet ii
Acknowledgement iii
Table of Contents iv
A. Vision/ Mission of University
B. Mission/Vision Statement of CHMT
C. Goals of CHMT vii
D. Objective of CHMT
E. Objective of Practicum viii
I. INTRODUCTION 1
A. Name of the Industry 2
Historical Background 3
Location Map 5
Organizational Chart
B. Facilities and Services
C. Discussion of Work Experience
C.1. Food and Beverage Department
Dining Kitchen Office
C.2. Housekeeping Department Room Service Office
C.3. Other Department
II. CONCLUSION and RECOMMENDATION
APPENDICES
Pictures in Action
Evaluation Sheet
Daily Time Record
Certification
Bio Data
OBJECTIVE AND PHILOSOPHY OF THE UNIVERSITY
A. VISION
“A Premier University in CALABARZON, offering Academic Programs and
related services designated to respond to the requirements of the Philippines and the
Global Economy particularly Asian countries.”
MISSION
The University shall primarily provide advanced Education, Professional,
Technological and Vocational Instruction in Agriculture, Fisheries, Forestry, Science,
Engineering, Industrial Technology, Teacher Education, Medicine, Law Arts and
Science, Information Technology and other fields. It shall also undertake research and
extension services and provide progressive leadership in its areas of specialization.
B. MISSION/VISION
In its pursuit for excellence in Academic, Vocational and Technical Education,
the Hotel and Restaurant Management and Tourism Program seeks to provide the
preparations needed by the individual to be a responsible member of the society and
effective participant in the tourism industry within the social framework of the country
and the international community of the nations.
C. GOALS OF CHMT
1. To inculcate to studies their important roles in the economic development of the country;
2. To have deep love for the country, dedication for work and abiding faith in one’s fellowmen;
3. To learn to appreciate cultural values and heritage of what is to be a Filipino.
4. To have moral integrity, manifested in one’s professional life and personal actuations and
entrepreneurial spirit;
To have a sense of involvement in and concern for national and international issues that
affects the country
D. OBJECTIVES OF CHMT
1. To prepare students to be an effective promoter of the country’s natural and cultural
attraction to domestic and international travelers;
2. To be an agent to preserve the Filipino culture and the natural environments of the country;
3. To prepare students to be an effective manager and successful entrepreneurs who will
accelerate academic development locally and nationwide;
4. To conduct valuable researchers and extension services for the advantage of the community;
5. To be a true and responsible citizen of the country.
E. OBJECTIVES OF THE PRACTICUM
General Objectives
1. To meet the needs of the economy for the training manpower in the widest range of
employee.
2. To provide an opportunity for graduating students to upgrade their skills, abilities and
knowledge in their respective trade by working in the industry.
3. To give students an insight into the industrial working condition for them to adjust more
effectively for future employment in different industries. It will serve as a gradual
transmission from school environment to the world of work.
Specific Objectives
1. To put into actual practice, the learning taken from the course and gain saleable skills.
2. To acquire supplementary knowledge and technical skills from the industry.
3. To equip the students with a working knowledge the dynamics of employer – employee
relationship, the do’s and don’ts for industrial/government workers and opportunities and
benefits given to industrial/government workers.
4. To acquaint the students with job specification, job description, job classification,
organizational chart, flow charts, time and motion study.
5. To encourage close relationship between the school and industries, thus lessen mismatch.
On-the-job training is gaining knowledge and learning aspects about a job while
actually working at that specific job. This arrangement works well for apprentices such
as construction workers and others who can begin as laborers and work side by side
with a highly skilled worker, thus learning the job while doing it. On-the-job training
occurs in the particular working situation that an employee will be in daily.
It is believed as the oldest form of training. It is one of those phenomenons of
vocational education that has been around for a long time.
Prior to the advent of off-site training classrooms, the only practical way of
learning a job was working alongside with an experienced worker in a particular trade or
profession—as evinced by the practice of apprenticeship during the Middle Ages when
master craftsmen passed on skills and knowledge to novices who worked alongside
with them.
Nowadays, on-the-job training is part of a college curriculum that aims to train
and orient students about the work and their future career. It focuses on the acquisition
of skills within the work environment, generally under normal working conditions.
Through on-the-job training, workers acquire both general skills that they can transfer
from one job to another and specific skills that are unique to a particular job. On-the-job
training, typically includes verbal and written instruction, demonstration and observation,
and hands-on practice and imitation. In addition, the on-the-job training process involves
one employee—usually a supervisor or an experienced employee—passing knowledge
and skills on to a novice employee.
On-the-job training programs range from formal training with company
supervisors to learning by watching. In this sense, the most formal types of on-the-job
training are distinct from classroom training largely in that they take place within the
firm. In the face of increased international competition and the more widespread use of
computers in production processes, the implementation of more formal and
sophisticated kinds of on-the-job training has become a critical issue for firms.
The goal of OJT was to equip the workforce with the skills, knowledge,
understanding and motivation to meet the demands of an industrial and global
economy.
One of the attractions of OJT is the practical experience as opposed to
theoretical discussion. Practical knowledge is longer lasting and easier to learn and
retain than theoretical knowledge. OJT provides a new employee the feeling of
importance of the task by placing responsibility to either succeed or fail with the
company assets, time and product. The practical aspect of OJT is the relationship of
new recruits to begin work immediately and become productive faster. OJT has been
one of the best forms of training because it puts the employee in a learning situation to
develop confidence and a sense of productivity. Training is applied to improve the skills
to a higher level or correct a skill deficiency. OJT is used across the entire spectrum or
employee development from an entry level new employee to a mastery level
competence.
.
778 Boni Ave. Mandaluyong CityMetro Manila, PHILIPPINES
24- Hours ContactNumbers:
Internet Reservation Office in PhilippinesTel: + 24 hours Hot Line
+ (632) 6355099 & 9104203 to 05+ (Toll Free from US) 18773475239+ (Toll Free from US) 18773874852+ (Toll Free from UK) 44800014800
Fax: +63 (2) 6356699, 9104206
Email: [email protected]: www. Newhorizonhotel-manila.com
A. INDUSTRY
1. HISTORICAL BACKGROUND
In 1994, New Horizon Hotel was first intended to be operated by its previous
owners as a condominium hotel with a proposed name of Midland EDSA Hotel. That
same year, Midland EDSA Hotel was acquired by the National Life Insurance Company
which also hired Byron International Management Group to manage it. Byron EDSA
Hotel was formally launched in 1995 and served the industry for 2 years until its
management contract expired. National Life Insurance took over its operations and
changed its name into Horizon EDSA Hotel. Its operation continued for the next 11 years
until its owners decided to have it managed by a new management. In May 6, 2006,
spouses Marc and Ina Kerckhofs made a bold move and took over its operations.
Extensive room and facility renovations were done as well as hired new and fully
competent team of managers and staff. Up to this day, NEW HORIZON HOTEL became
a byword in the industry as the newest and most modernly equipped boutique hotel in the
industry. Truly it’s a place where European standards become affordable.
MISSION STATEMENT
NEW HORIZON HOTEL
Where European Standards Become Affordable
European Standards
High Quality Accommodation
Attractive and clean rooms, lobby and restaurant Hassle free stay ( the guest gets what he expects ) Smooth check-in and check-out Customized service
European Menu
Affordable Prices
High value for money
2 to 3 times cheaper than a 5-star hotel
VISION STATEMENT
NEW HORIZON HOTEL
To be a good alternative for a first class hotel
Since we offer high quality accommodation we can easily compete with many
“first class” hotels and offer a good alternative for cost conscious people that used to stay
in more expensive hotels
OBJECTIVES/PHILOSOPHY OF THE ESTABLISHMENT
Assuring Success
At New Horizon Hotel, we are engaged in serving people from all parts of the world.
Here are the principles that guide our people in all our properties.
Our guests are important individuals. They are discriminating, appreciate quality service and
have specific goals in their visits. They know how to pamper themselves, how to treat others and
how to pamper significant moment in their lives.
Personalized Service the Horizon Way
When we welcome guests, we at Horizon immediately recognize their purpose and their
practical needs. Our guests are here not solely to eat or sleep but to relax from their busy life,
celebrate an important event or simply enjoy themselves.
We know their personal needs and we treat them with respect and courtesy. We listen to
them like a friend. We get to know them like a family and make them feel at home. We organize
things around them like we were their entire office.
We keep guests informed on what is going on locally and in other parts of the world. We
take every opportunity to increase personal contact with the guests whenever our job allows us
to. We solicit comments and welcome complaints whether verbal or written, is acted upon not
only by ourselves but by the entire organization. We know that every response is a rare
opportunity to retain our loyal guests.
2. LOCATION
Situated along Manila’s major thoroughfare (EDSA) spanning seven key cities,
New Horizon Hotel in bustling Mandaluyong city is sited at the hub of the metro’s three
major business centers Makati, Ortigas, and Fort Bonifacio Global City, where access is
only fifteen (15) minutes by taxi.
New Horizon Hotel is at a walking distance from a shopping mall, a Cineplex,
twenty-four hour convenience stores, restaurants and recreational establishments. The
Hotel also happens to be a 10-minute ride from SM Megamall, the 5 th largest shopping
mall in the world.
The presence of a bus terminal and the Metro Rail Transit (MRT) station beside
the Hotel makes travelling faster and easier. Our shuttle can also provide pick-up and
drop-off services at the Ninoy Aquino International Airport (NAIA), which is only
twelve (12) kilometers away from the Hotel.
LOCATION MAP
3. ORGANIZATIONAL CHART
NEW HORIZON HOTEL
General Manager
Finance Manager HR Manager Sales & Mktg. Manager
Operations Manager
Eng’g/HKPG Mngr.
Front Office Manager
Executive Chef
Accounting Supervisor
Purchasing Officer
Income Auditor
SR Sales &BQT
Coordinator
Sales Acct. Executive
Cost Control
Clerk
Front Office Supervisor
Asst. HK Head
Front Office Asst. Team
Leader
Front Office Agent
Head Chef
Restaurant Supervisor
Banquet Supervisor
JR Chef
Captain Waiter
Dining Waiter
Restaurant Supervisor
Sales Assistant
HR Clerk/Nurse
All Around Technician
Painter Plumber Room Attendant
Public Area Attendant
B. FACILITIES AND SERVICES
Whether you’re on a business trip or simply want to enjoy the city, New Horizon Hotel -
Manila’s facilities and services will always be ready whenever you need it.
Catering to All Business Requirements
Banquet facilities
Airport transfer
Currency exchange
Business center
Treating and Delighting the Senses
Picasso’s Place – offers Asian, European, and international dishes. With free Wi-Fi
Internet access.
Bar
Wake-up call
Laundry service
Massage services
New Horizon Hotel also provides room service for your convenience.
BUSINESS CENTERNew Horizon Hotel's business center is fully equipped to cater to all your business requirements.
It offers secretarial, photocopying & printing services as well as an Internet access.
SPA SERVICESAvail yourself a moment of relaxation with our professional therapists.
SEMINARS & CELEBRATIONSOur 4 function rooms: "Brussels, Paris, Madrid and Vienna are available for your business and
social events to accommodate events for 2 to 200 persons.
ACCESS FOR DISABLED PEOPLE
New Horizon Hotel guarantees Access and Facilities for disabled people.
Please inquire to our Front Office or Sales team.
INTERNETNew Horizon Hotel offers Free Wi-Fi at Picasso’s place restaurant, at the lobby and inside the
functions. Free Broadband internet is also offered in all our renovated rooms.
CURRENCY EXCHANGEIn order to facilitate your transactions, New Horizon Hotel offers you a competitive currency
exchange based on the stock market.
GUEST SERVICE DIRECTORY
Check-in Time of Check-in is 2:00 pm
Check-out Time of Check-out is 12:00 nn
Make-up Service Please dial 5
Laundry Service Please dial 5
Additional Linens This has a corresponding minimumCharge, please dial 5
Extra Bed Corresponding Php 800.00 chargePlease call Front Desk
for set-up dial 0
Room Service Open from 6:00 am – 9:00 pmPlease dial 5
Picasso’s Restaurant & Bar Open from 6:00 am – 10:00 pmPlease dial 2
Massage/Manicure This is pre-arrangePlease call Front Desk or dial 0
Pedicure Front Desk or dial 0
A. OUTSTANDING CHARACTERISTICS
New Horizon Hotel – Manila in Mandaluyong City, an affordable European-inspired
hotel in the Philippines, provides top-quality accommodations and friendly services. Here,
comfortable lodging is never compromised.
Even exploring the city is made easier with the hotel’s prime location and close
proximity to the Metro Rail Transit (MRT). Because we are within the “Shopping Mall
Capital of the Philippines,” notable high-end shopping centers are either a walking distance
or short drive away.
And when you’re worn out from the day’s exciting itinerary, allow us to cradle you from
exhaustion with our well-appointed guestrooms. All accommodations are furnished with
air-conditioning, cable TV, queen-size bed, and Internet connectivity. Here, the
pampering you deserve is always our priority.
Delivering Unsurpassed Comfort and Convenience
Our comfortable rooms are sure to exceed your
expectations. Designed in true Mediterranean style, our
air-conditioned and tastefully furnished guest spaces are
guaranteed to invite a blissful slumber.
Services and Facilities to Satisfy your Needs
As part of our hotel's promise to bring you European-style
lodging at a price you can afford, we offer a top-notch
business center, restaurant, and banquet rooms. New
Horizon Hotel in Mandaluyong also welcomes you with
our warm guest services.
NARRATION OF WORKING EXPERIENCE
Experience is the best teacher. And as a Hotel and Restaurant Management student, I
ought to undergo real-life working experience in a hotel. It is a pre-requisite to fulfill the
requirements in my course, and I must undergo On-The-Job-Training in a hotel. It is a must
to have at least 324 hours job experience in a hotel.
Finding a good hotel partner was not easy. I had to go hotel-hopping, submit resumes to
any possible hotel establishments and wait if they would call or not. Luckily, The New
Horizon Hotel immediately telephoned me to report to their hotel. It is a three-star European
type hotel located in the heart of Mandaluyong City. I underwent interviews, submitted
requirements and had a brief but useful orientation.
I started my on-the-job training on June 27, 2011. On the same day, I was assigned to the
Engineering Department. I felt more confident and excited rather than fearful or nervous.
Thanks to my first On-the-Job Training experience in Regalia Tower Hotel Suites. I’m
equipped with idea what to do or how to act.
I met my first two superiors: Mr. Teng, Mr. Miljohn and others in the Engineering
Department. In this department, their duties and responsibilities consist of repairing and
maintaining all the problems in terms of electrical malfunction and troubles.
And as a trainee my task was to clean the surroundings of the area and answer phone
calls coming from the different departments, particularly from the Housekeeping
Department. I must also record all the problems in any rooms and report it to the person in-
charge and help to work on it immediately. At times I would run errands for the Engineering
office staff if they have some equipments needed. My daily task was just the same routine as
my first day. But there were 2 days that I was assigned to be an elevator operator because
there occured problems on the building elevator..
In my 2nd week, I was assigned to the Kitchen Department. My schedule was from 6
o’clock in the morning until 2 o’clock in the afternoon. There is where I met the good chef
Mr. Junjie and the rest of the kitchen staff.
My task in the kitchen was arduous compared to my previous task. I served as a
Dishwasher - washed a lot of different cooking utensils, plates, big pans and others. Yes, it is
really hard but what I learned from there was so important, I learned to admire and appreciate
the less valued but very important workers in the area. I realized the hardships that are
happening in real-life hotel situations, and though it is hard, I knew that this is why I’m here,
to learn and experience the different duties of the career that I have chosen.
On July 11th, 2011, my 2nd week in the Kitchen Department, I was scheduled from 2:00
in the afternoon to 10: 00 in the evening. I met the generous chef Mr. Junnel Pascua and his
staff. My routine and tasks where the same but it was easier compared to my previous
morning shift, and I found out that it was because of the buffet breakfast in the morning, in
which the afternoon service doesn’t have at all. In addition, I could say that this schedule was
the best for an OJT student like me; we had a long time to see the chef cooking, observe how
they prepare food and the other useful techniques that we could possibly gain.
In my 4th week, I was assigned to the Sales Department. The Head of the department is
Mrs. Ling Feleo, I met their sales team and the big bosses of the company. The Sales
Department is responsible for posted folios, sales techniques, marketing aids and promotional
gimmicks used in the brochure and promotional materials given to the companies through
postal mail services, fax, e-mail, mail and personal promotions. My tasks on that department
were to receive calls and faxes, get the number of the clients in the customer service and
photocopy some important papers needed for receiving. In this department, I learned how to
use the different office equipments/machines such as fax, Xerox and others.
When I was in Sales Department I experienced a couple times of being a portioner in a
hotel function. I need to give a certain amount of food for each guest in a buffet set-up.
On July 25, 2011 it was my 5th week in training, I was assigned as a Bellman; my shift
was from 2:00 in the afternoon to 10:00 in the evening. I met the Front Office Supervisor Mr.
Rene Garcia and Ms. Jacque, Sir Carlo and Sir Minel. The bellman served as the doorkeeper
and gatekeeper of the hotel, he is the first and last to assist the hotel guests. A bellman is also
often referred to as the general property caretaker. And as a bellman, I always wait for a
guest to arrive and assist them ‘til they peacefully arrived to their designated rooms. I also
assist the departing guests from their rooms down to the lobby and get them a taxi that would
take them to their destination. I must also take down note of the arrival and departure time of
each guest, including the name of the taxi and its plate number then gave it to the guard in-
charge that is just one of the safety measures of the hotel to make sure that each guest will be
safe.
My 2nd week as a bellman was just the same. I did the usual tasks of assisting the coming
and departing guests out of the hotel. There were times that guests asked about how they can
get to a certain place, where is the nearest tourist spot, where can they buy this and that, and
other common asked questions. Somehow, I’ve managed to answer their queries, hoping they
fully understood me.
Most of the guests were generous; they often give a tip for even a little service that I
rendered to them. Surprisingly, it helped boost my morale and made me feel competent
enough. It’s not just about the money or other gratitude but the way they show their
appreciation to my service was good enough.
My 7th week of my training was at the pantry of Picasso’s Restaurant under the
Supervision of Captain Waiter, Mr. Arsenio Obrero and the other staff. I served as a
Dishwasher again. I washed the plates, cutleries and glass that were used in the dining area.
But I’m thankful that I had a time to watch them how they prepared the shakes, juices and
other beverages.
My 8th week was in the same area but in different time schedule. This time, it was from
6:00 in the morning to 2:00 in the afternoon. My Superior that time was Mr. Rodrigo
Gallano, the Captain Waiter of the morning shift. Early in the morning or around 5:30am,
I’m all ready in the restaurant to help the waiter in getting the food from the kitchen and
bring it in the restaurant buffet. I served as a runner to refill the foods that are needed in the
buffet. I also washed the plates and the other things that were used in the restaurant with my
co-trainee. At 10:30 in the morning, I’d help the waiter again to bring back the excess food to
the kitchen. These are my daily routine and tasks in the morning shift. And I am glad that Mr.
Rodrigo appreciated my effort and service given to them, he told me that my performance
was good and offered me to apply in the hotel so I can work with them. I’m really happy and
flattered because they appreciate what I am doing.
In my final week of training, on August 29th, 2011, I was assigned in Housekeeping
Department. My time schedule ranges from 8:00 in the morning to 4:00 in the afternoon. Mr.
Gerry Marsan discussed to us the rules and regulations in the rooms and in the housekeeping
department. He told us the total number of rooms, its type and the other parts of the hotel
which were not familiar to me then. I was assigned on the 2nd floor. My superiors were Mr.
Nelson and Ms. Minerva. They taught me how to fix the bed, its parts and the different
important things to do if we were to clean the Check-out rooms or Make-up rooms, they were
very accommodating and approachable. The daily routine of our task in the HK department
was almost the same. But every day, we were assigned to different area. Mr. Anoy Alcantara
explained us the different status of the rooms for us to make sure the good flow of the
operation. There were many things that I learned as a Housekeeper, I learned the different
significant steps in bed making, proper ways of cleaning bathrooms and the whole room
itself. I am very thankful to the staff in the Housekeeping department for their patience and
knowledge shared to us. And above all, to our GOD Almighty for giving me strength to
accomplish my on the job training. And also to Mam Celeste, for giving me the opportunity
to conduct my training in this hotel- New Horizon Hotel. Surely, Im looking forward to apply
and work with them again… someday.
C 1. FOOD AND BEVERAGE DEPARTMENT
DINING
MENU MERCHANDISING
To the customer, the menu:
1. Is an introduction to the restaurant;
2. Must be neat, clean, attractive and appealing to the eye, palate and pocket;
3. Should be easy to read and understand, making ordering a pleasant experience, rather
than of confusing one.
To the order taker, he/she should be familiar with:
1. Preparation time;
2. Basic ingredients;
3. Quantity;
4. Out of stock items and appropriate or equivalent substitute;
5. Pronunciation
KEY STEPS IN SERVING CUSTOMERS
1. Welcome guests
2. Seat guests
3. Present menu, offer drinks
4. Take order ( do suggestive selling )
5. Write order, repeat order
6. Punch order
7. Complete table set-up and condiments
8. Serve/deliver order
9. Check back
10. Partial bussing ( offer dessert )
11. Present bill ( do not mention amount )
12. Receive amount ( mention amount )
13. Give change
14. Closing greeting, invite for their next visit
15. Final bussing
Customers should be appropriately greeted with a smile upon entering the restaurant. Inquire
the customer about number of guests and table preference. Customer should be ushered to
preferred and appropriate table. Waiting customers should be attended courteously and promptly.
Menu should be presented immediately after seating. Menu folder should be presented half-
opened and handed to each customer. Present menus to ladies first. When taking orders, always
start with the ladies and kids. Do appropriate suggestive selling. Write orders, repeat orders and
thank customers before leaving.
Order of customer should be taken within two minutes from the time customers have been
seated. Soup and beverages should be served within five minutes from the time they have been
ordered. Food should be served within fifteen to twenty minutes.
FOOD DISTRIBUTION
SERVING DRINKS
All drinks should be served from the right side of the customer.
Water should be served as soon as the customers are seated.
Soft drinks should not be served with a straw.
Canned drinks should be opened in front of the customer and poured into glasses.
All drinks should be served using the round tray and never with bare hands.
Continuously refill water. Always use side towel when refilling from a pitcher.
SERVING FOOD
Serve food from right side, left side of front of the customer.
When serving, never put thumbs on the plate.
Position meat/fish/chicken fronting the customers.
Serve soup with soup spoon and salt and pepper.
Provide knives when meat is ordered.
Extra utensils should be carried on a tray. It should be neatly wrapped in table
napkins and presented neatly.
CHECKING BACK
Waiter should be able to check back on the customer at least once during meal.
Waiter should be able to offer dessert/coffee/tea when customers have finished the
main course.
BUSSING
Partial bussing should be made at interval during meals.
Ask permission and excuse yourself when bussing.
Buss soiled dishes from the right side, left side, and front side of the customer,
whichever is convenient. Avoid touching the customer.
Use food tray when bussing.
Final bussing should be done immediately after the customers left.
Do not handle glasses in bouquet when bussing, use glass rack.
Do not stock dishes too high to avoid accidents.
Avoid clattering noise.
PRESENTING THE BILL
Always use bill change tray when presenting the bill and giving change.
Excuse yourself when presenting the bill. Do not announce the amount of the bill.
Mention the amount received and note the amount received on the bill and write your
initials or signature.
Upon presenting the change, thank the customer for dining in the restaurant.
ROOM SERVICE
Room service personnel must be highly concerned with customer satisfaction.
They should be friendly and courteous when answering customer phone-in calls and
enquiries.
They should give prompt attention to customer’s needs.
They should give accurate information to whatever they ask.
They should be able to do appropriate suggestive selling.
They should be able to ensure completeness of food ordered, including utensils.
They should be able to achieve target delivery time.
C.2. HOUSEKEEPING DDEPARTMENT
Housekeeping plays a very important role in a hotel as it does not only take care of
cleaning of the establishment but also affects guests’ satisfaction, operating cost, maintenance of
hotel facilities, and setting the atmosphere of the property.
Guests want a clean, safe, and pleasant lodging environment. So, housekeeping
department plays an important role in giving guests a good first and lasting impression of the
hotel. This impression may encourage repeat-business deal and word-of-mouth advertising; or it
will upset customer and drive the potential clients away.
Proper housekeeping not only generates business; it can reduce expenses in replacement
of supplies, furnishing and equipment. The life of facilities can be prolonged by proper
maintenance and care. Housekeeping department also supports the function of other departments.
It is also basically responsible for upkeep, hygiene, sanitation and cleanliness of the entire hotel
with the exception of the kitchen area through scheduled spring-cleaning and regular daily job
assignments. Housekeeping also takes care of the operations of the linen and uniform rooms, and
of the flower shop.
OBJECTIVES OF THE HOUSEKEEPING DEPARTMENT
1. To provide clean, safe and comfortable environment this gives a feeling of security and
reassurance to the guests.
2. To conform to sanitation requirements of the health laws.
3. To protect and maintain the original beauty of the building facilities, fabrics and furnishings.
4. To extend friendly and courteous service to all guests and to all staff members of the hotel.
5. To operate with a conscious and cooperate effort toward the company objectives of operating
profitability.
6. To train staff members of the hotel in Housekeeping Services.
IMPORTANCE OF GOOD HOUSEKEEPING
1. It must be one of the most efficient departments within the hotel. Dissatisfaction of
guests discourage potential customers, thus business is lost.
2. It is the responsibility of the department to keep the rooms’ saleable. If rooms are not kept in
good condition, guests do not return.
3. Good housekeeping is maintained in all the rooms to be occupied. It should be the desire of
each member of the housekeeping department to make the guests want to return. Each staff
member should be taught about company standards and encourage to become involved in
helping build an efficient department.
ROLE OF HOUSEKEEPING
Housekeeping plays a very important role in a hotel, as it does not only take care of the
cleanliness of the establishments but also affects guest satisfaction, operating cost, maintenance
of the hotel facilities and setting the atmosphere of the property.
Guests want a clean, safe and pleasant lodging environment, so housekeeping department
plays an important role in giving guest a good first and lasting impression of the hotel. This
impression may encourage repeat business word-of-mouth advertising; or it will upset customers
and drive business away.
Proper housekeeping not only generates business. It can reduce expenses in the
replacement of supplies, furnishing and equipment. The life of facilities can be prolonged by
proper maintenance and care. Housekeeping department also supports the functions of other
department.
RESPONSIBILITIES OF THE HOUSEKEEPING DEPARTMENT
Although the housekeeper usually specifies the scope of responsibilities for the housekeeping
department in each of the hotel there are major responsibilities which always apply.
1. Maintaining all guestrooms and bathrooms are on high standard of cleanliness.
2. Reporting any repairs needed and seeing these repairs are made as promptly as possible.
3. Being alert to safety hazards and eliminating conditions that may cause injury to the guests.
4. Practicing sanitation methods that fulfill health law requirements and furnish protection for
the guests.
5. Disposing of trash neatly and safely.
6. Keeping all public areas clean and inviting.
7. Coordinating pest control services.
8. Furnishing adequate supply of linens, cleaning aids and printing materials.
9. Making sure that the service and employee areas are kept clean and orderly.
10. Keeping all corridors clean, safe and free of obstructions.
11. Cleaning light fixtures and using proper wattage.
12. Properly using and maintaining all equipment provided.
13. Practicing cleaning methods which help retain the original beauty of the hotel.
14. Providing records which are necessary for efficient hotel operation.
15. Promoting business for the hotel through courteous service to the guests.
16. Controlling expenses to assist the hotel in operating profitability.
17. Keeping all office areas neat, clean and inviting.
18. Securing and keeping accurate records on lost and found items.
SERVICES PROVIDED BY HOUSEKEEPING
1. Neat and clean rooms.
2. Sanitary Bathrooms.
3. Adequate supply of clean towels, wash cloths and room amenities.
4. Provide fresh bed linens.
5. Coffee making facilities (if available).
6. Room supplies such as stationery and other printed items.
7. Acceptance and relay of calls for maintenance and information.
8. Courteous information for any inquiry.
9. Storage and records of items which guests leave behind.
10. Requests from front desk extra blankets, pillows. Towels, etc.
GUEST ROOMS
Dust furniture and lights
Change light bulbs-use correct wattage
Clean TV, walls and door, upholstery, telephone, mirror and windows, inside of drawers,
exterior of air conditioning, and draperies
Remove cobwebs
Replenish guest room supplies
Remove trash and soiled linens
Make beds and turn mattresses
Wash ash trays and waste cans
Check doors for proper closing and locking
BATHROOM
Replace used towels, wash cloths and bath mats
Empty and clean ash tray (if available)
Remove trash and wash trash can
Wash tile walls and clean grout
Clean tub, vanity, basin, toilet, mirror, chrome
Replace used glasses
Clean shower curtain
Clean light fixtures and replace light bulbs
Cleaning ceiling, walls, door and tile floor
Leave fresh bars of soap, facial and toilet tissues
Disinfect tub, toilet and floor
HOUSE RULES
House Rules for Guest Rooms
1. If your room has a complimentary breakfast, please get the coupon at our Front Desk
before you proceed to our restaurant. ( Buffet Breakfast served between 6am-10amdaily )
2. There is a mini-bar set-up inside our room; your consumption will be charge accordingly.
3. Outgoing calls from your room will be charge to your account. Please ask our front office
agent for the rates.
4. Please surrender your key room key every time you will leave the Hotel. Lost key will be
charge P 4,500.00 to your account if ever.
5. Our check out time is strictly at 12:00 noon and check-in time 2:00 in the afternoon.
6. For your food cravings, Picasso’s place Restaurant located at the ground floor, please dial
2 for room service.
7. Any damages, losses or additional cleaning (deviating from the normal cleaning) will be
charge to you accordingly.
8. The fourth floor is our smoking floor, all others are non-smoking areas.
9. Guest’s visitors are strictly until 10pm only to maintain quietness and tranquility to all
guests.
House Rules for the Function Rooms
1. It is not allowed to smoke inside the function rooms. Designated smoking areas are
outside, provided by ashtray.
2. It is not allowed to bring in food or beverage into the function room unless you have paid
a corkage fee.
3. The use of the function room is as long as stated in the banquet contract.
4. All items located in the function room are the hotel’s property; it is not allowed to take
them out.
5. It is not allowed to bring in additional chairs, table, sound systems, decorations or other
materials without the permission of the sales office.
6. Any damages. Losses or additional cleaning (deviating from the normal cleaning) will be
charge to you accordingly.
7. It is not allowed to take out food for guaranteed participants that didn’t show up or didn’t
consume their meals. Signing of the waiver is required and will be presented to you by
the waiter.
House Rules for Picasso’s Place
1. The restaurant opens from 6 am till 10 pm.
2. Picasso’s place Restaurant is a non-smoking area.
3. It is not allowed to bring in food or beverage inside the restaurant.
4. It is not allowed to bring in a sound system, tables, chairs in the restaurant without
permission of the hotel.
5. It is not allowed to enter the adjacent function rooms.
6. The business center is available upon request to the front office.
GUIDELINES RE: HANDLING OF GUEST’S VISITORS
The Hotel management main concern is the safety and security of their guests during
their stay in the Hotel, and not sacrificing the interest of the Hotel to maximize the benefits in
exchange of excellent services they are rendering to their guests. One of the potential revenue is
from extra pax that can be generated through proper handling of guest’s visitors.
The Finance Department is proposing guidelines on Handling of guest’s visitors.
Front office personnel in coordination with Security personnel, will take the lead in
handling guest’s visitors, in effect the Hotel will ensure safety and security of hotel guest’s, at
the same time maximize potential revenue (extra pax – other income) from visitors who opted to
stay overnight in the room, but of course subject to limitation as to the number of pax that can be
allowed to stay in the room, on top of the standard number of pax allowed per type of room.
As a matter of Hotel policy and in conformity with other hotel practices with regard to
handling of guest’s visitor, they will only be allowed until 10 pm, otherwise, registered guest will
be charged with extra pax.
Details of guidelines are as follows:
1. Security personnel shall assist the guest’s visitor to the front office.
2. Front office personnel shall screen the guest’s visitor and ask basic information such as
name of their guest, room number, etc.
3. Front office personnel shall immediately check the status of the guest, double check if the
particular guest has specific instruction like they don’t want any visitor, to avoid future
confrontation with the guest due to not following specific instructions from the guest.
4. If the front office personnel finally verify that the guest has no specific instructions, and
the information provided by the guest’s visitor agree with their guest list, FOA shall give
the guest a ring and inform the guest that he/she has a visitor and get an instruction from
the guest if he/she will allow the visitor to go to his/her room.
5. If the guest decided to allow hi/her visitor to go to his/her room, FOA shall assist the
visitors to the security personnel.
6. The Security personnel in turn ask each visitor to register in the log book, Security shall
also get any valid ID from the visitor, in case of group visitor meaning more than one,
any one of the visitor valid ID will do for the group, but each visitor has to register in the
log book.
7. Security logbook shall contain the following information
a. Date
b. Name of visitor
c. Name of Guest
d. Room number
e. Time In
f. Time Out
g. Visitor’s signature
8. Security personnel shall be responsible in monitoring and informing FOA as to the status
of visitors who are still inside of the Hotel at least 15 minutes before 10 pm.
9. FOA in turn will call and advise the guest regarding the policy of the hotel in the
allowable time his/her visitor to stay in the room, otherwise he/she might be charged of
extra pax, but of course the FOA shall talk to the guest in a polite manner.
10. Extra pax shall be Php 950.00 (net inclusive of breakfast) and documented through
miscellaneous voucher and be book as other income (under Rooms Department)
11. Security personnel shall provide Income Auditor a photocopy of guest’s visitor
monitoring logbook on a daily basis.
12. Income Auditor in turn will double check photocopy of guest’s visitor logbook against
FO report.
13. Any deviation shall be subject to the approval of the GM or his designated alternate.
C.3. OTHER DEPARTMENT
FRONT OFFICE
Entering the hospitality is quite fun and exciting especially when you face very
challenging situation, in the front office. You have to see to it that the reservation you have made
does not have any problems or conflict to the next arrival in the room. You have to see to it that
there is availability of a room on the day of their reservation and reservation fee is not
nonrefundable but it is deducted fro the full payment. All guests are entitled to use our amenities:
Gym, Swimming Pool and Jacuzzi. International reservation can be made thru phone or in behalf
of their representatives here in the Philippines.
Check-in time is 2:00 pm. Guest is asked to sign our registration form for identification
and future references.
Check-out time is 12:00 noon. Upon surrendering the key in the front desk, we check if
they are clear or fully paid and then issue them a gate pass to be presented to the security guard.
We also have extra charge per hour of extension and 100% of the room rate if they
extend until 6:00 pm. Upon checking out of the guest, the housekeeping is informed for cleaning.
After cleaning the housekeeping will inform the front desk if the room is available and clean.
Once message is received it will be noted by the receptionist and informs the guest. The room is
ready for occupancy.
A. CHECK-IN
The hotel used a form for the check-in procedure. The guests should fill up and sign the
personal information sheets at the front office. For the pre-registration, the guests do have to
submit the names by fax. They handled their guest equally irrespective of their gender, social
status, political standing or affiliations. The pre-booked rooms are made ready upon the
confirmation of the reservation by phone calls. The hotel has pre-reservation, reservation,
registration and check list forms.
B. CHECK-OUT
In check-out procedure, the guests should go to the front office to return the key and pay
their account balance, and then they have to sign the check-out list form. They have to pay
their bills also if they have an extension charge, if they have excess hours. The vacated room
can be determined by looking at the registration form, key holder is marked, or they also
have a color-coding for check-out list and keys.
SALES AND MARKETING
The Sales and Marketing Department kept the sales contract, the statement of accounts,
the individual account folder, the quotations and the list of their previous clients. They are
responsible for posted folios, sales techniques, marketing aids and promotional gimmicks
used in the brochure and promotional materials given to the companies through postal mail
services, fax, e-mail, mail and personal promotions. They make a Weekly, Monthly,
Quarterly, and Annual Sales Report.
ACCOUNTING AND AUDITING
The Accountant is responsible for making the Financial Statement and the financial
reports, reports and records required by the government agencies. The Accounting Clerk
works on all the working papers needed by the accountant. The Auditor is the one who audits
all the works of the Accountant and checks if the report is accurate. The cashier manages the
conversion of currency and by checking with the bank or with the news paper, and also
responsible for checking the safety deposit boxes daily.
HUMAN RESOURCES AND DEVELOPMENT DEPARTMENT
The General Manager is the one in-charge of hiring on applicant. But who will train the
trainees but it depends on the position desired by the trainee. If the trainee desires the
housekeeping, then the housekeeping supervisor will train the trainee; if the trainee desires
the kitchen, then the chef will train the trainee; if the trainee desires the restaurant, then the
captain waiter will train that trainee. The requirements to be submitted include Application
Letter with a Resume and Recommendation Letters from the School and other authorities.
The General Manager is the one who approves the final appointment of the new trainees.
The trainee should follow the rules and regulations of the hotel. The training period for OJTs
must be at least 324 hours. In absenteeism, the trainee should make sure the reasons are
valid. The trainee’s rating depends on the performance and skills. In this establishment, there
are no free meals, no free lodging but the trainee can sleep for a night in the hotel if and
when the occasion calls for it.
ENGINEERING DEPARTMENT
The duties of this department include repair and maintenance of all the problems in term
of electrical malfunction and troubles. There are two kinds of maintenance; preventive
maintenance and emergency maintenance. The preventive Maintenance Section is
responsible for the repairing and maintaining the properties of the hotel. While, the
Emergency Maintenance Section of the department is responsible for trouble shooting of the
properties that need immediate repairs.
Reporting the properties that needs a repair and maintenance to the department heads
does the coordination with the different departments on repairs and maintenance. When the
guests complain on defective equipment, furniture, or fixes, they should report it to the front
office and the front office will report to the person in-charge and work it out immediately.
SECURITY
The organizational set-up of this department includes the heads of security agency and of
the hotel security guards. They are responsible for the safety and security of the properties of
the hotel. The security Department is also responsible in securing the customer and their
properties while at staying at the hotel. They are also the one in-charged of the parking areas
and gates as well as turning on and switching off the lights.
Through it all, I learned that working in a hotel is not just about performing the tasks or
duties inside the hotel. There are responsibilities attached to it.
As a hotelier, I should act like a sales person, who markets the hotel and everything in it.
My acts and endeavors are being watched by the hotel guests so I must do my best to ensure
their continued patronage.
As a hotelier, I am also regarded as a source of information. It is inevitable that the hotel
guests would ask questions about my country, the people in my country, the tourist spots,
latest news and current events, nearest banks, shopping malls, markets, terminals, etc. I must
be smart enough to answer their quests.
As a hotelier, I must liken myself to a psychologist. I should know how to anticipate
guests’ needs and not leave them wanting.
As a hotelier, I must act like a diplomat, who can handle problems and conflicts and solve
them without arguments and disputes.
To the other trainees, for everything there is always a first time. Be ready for the
challenges that will come along the way. From beginning to end of the training there will be
obstacles in-between, like dealing with difficult or hard to please people, be it customers or
co-workers. It will take a brave heart, a sound mind, perseverance, patience, dedication and
love for work to overcome difficulties, hindrances, obstructions and stumbling blocks. Be
friendly at all times, be approachable and enjoy working with all kinds of people.
PICTURES IN ACTION
EVALUATION SHEET
DAILY TIME RECORD
CERTIFICATION
BIO DATA
BIOGRAPHICAL DATA
Name: Arvin Acelajado Magbayao
Birth date: November 26, 1988
Birthplace: Sta. Cruz, Laguna
Complete Address: #536 N. Kaharian St. Don Felipe Subd. Siniloan, Laguna
Civil Status: Single
Parents:
Father: Alejandro Magbayao
Mother: Corazon A. Magbayao
Educational attainment:
Tertiary : Laguna State Polytechnic University
Siniloan, Laguna
Course : Bachelor in Science of Hotel and Restaurant Management
2008-2012
Vocational : Laguna State Polytechnic University
Siniloan, Laguna
Associate in Computer Electronics
2005-2007
Secondary : Laguna State Polytechnic College
Siniloan, Laguna
2001-2005
Primary : Siniloan Elementary School
Siniloan, Laguna
1995-2001
