A HOTEL PRACTICUM REPORT

ON

NEW HORIZON HOTEL Where European Standard Are Affordable 778 BONI AVENUE, MANDALUYONG CITY METRO MANILA, PHILLIPPINES TRAINING PERIOD: JUNE 27, 2011 - SEPTEMBER 4, 2011

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF BACHELOR IN SCIENCE OF HOTEL AND RESTAURANT MANAGEMENT

COLLEGE OF HOSPITALITY MANAGEMENT AND TOURISM LAGUNA STATE POLYTECHNIC UNIVERSITY SINILOAN CAMPUS SINILOAN, LAGUNA

SUBMITTED TO: PROF. LOURDES JOSON PRACTICUM 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 Maio, 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 Approval Sheet Acknowledgement Table of Contents

i ii iii 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 A. Name of the Industry Historical Background Location Map Organizational Chart B. Facilities and Services C. Discussion of Work Experience C.1. Food and Beverage Department y Dining y Kitchen y Office

1 2 3 5

C.2. Housekeeping Department y Room Service y 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 ones fellowmen; 3. To learn to appreciate cultural values and heritage of what is to be a Filipino. 4. To have moral integrity, manifested in ones 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 countrys 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 dos and donts 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 professionas 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 employeeusually a supervisor or an experienced employeepassing 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 City Metro Manila, PHILIPPINES

24- Hours Contact Numbers: Internet Reservation Office in Philippines Tel: + 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: newhorizonhotel@gmail.com Website: 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 its a place where European standards become affordable.

MISSION STATEMENT NEW HORIZON HOTEL Where European Standards Become Affordable European Standards High Quality Accommodation y y y y 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 Manilas major thoroughfare (EDSA) spanning seven key cities, New Horizon Hotel in bustling Mandaluyong city is sited at the hub of the metros 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 5th 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

Operations Manager

Finance Manager

HR Manager

Sales & Mktg. Manager

Eng g/HKPG Mngr.

Front Office Manager

Executive Chef Accounting Supervisor Head Chef Purchasing Officer

Asst. HK Head

Front Office Supervisor

Income Auditor SR Sales &BQT Coordinator Sales Acct. Executive JR Chef Captain Waiter

Front Office Asst. Team Leader

Restaurant Supervisor

Banquet Supervisor

Front Office Agent

HR Clerk/Nurse Restaurant Supervisor Cost Control Clerk Sales Assistant

All Around Technician

Dining Waiter

Painter

Plumber

Room Attendant

Public Area Attendant

B. FACILITIES AND SERVICES Whether youre on a business trip or simply want to enjoy the city, New Horizon Hotel Manilas 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 Picassos 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 CENTER New 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 SERVICES Avail yourself a moment of relaxation with our professional therapists.

SEMINARS & CELEBRATIONS Our 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.

INTERNET New Horizon Hotel offers Free Wi-Fi at Picassos place restaurant, at the lobby and inside the functions. Free Broadband internet is also offered in all our renovated rooms.

CURRENCY EXCHANGE In order to facilitate your transactions, New Horizon Hotel offers you a competitive currency exchange based on the stock market.

GUEST SERVICE DIRECTORY

Check-in Check-out Make-up Service Laundry Service Additional Linens Charge, please dial 5 Extra Bed Please call Front Desk for set-up dial 0 Room Service Please dial 5 Picassos Restaurant & Bar Please dial 2 Massage/Manicure Please call Front Desk or dial 0 Pedicure

Time of Check-in is 2:00 pm Time of Check-out is 12:00 nn Please dial 5 Please dial 5 This has a corresponding minimum

Corresponding Php 800.00 charge

Open from 6:00 am 9:00 pm

Open from 6:00 am 10:00 pm

This is pre-arrange

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 hotels 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 youre worn out from the days 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. Im 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 incharge 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 oclock in the morning until 2 oclock 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 Im 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 doesnt 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 incharge 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, Ive 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. Its 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 Picassos 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 Im 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, Im 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, Id 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. Im 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 halfopened 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.

y y y y y y

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.

y y y y y y

y y

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. y y y y y 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.

y y y

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. y Upon presenting the change, thank the customer for dining in the restaurant.

y y y

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.

y y y y y

They should give prompt attention to customers 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, Picassos 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. Guests 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 hotels 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 didnt show up or didnt consume their meals. Signing of the waiver is required and will be presented to you by the waiter. House Rules for Picassos Place 1. The restaurant opens from 6 am till 10 pm. 2. Picassos 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 GUESTS 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 guests visitors. The Finance Department is proposing guidelines on Handling of guests visitors. Front office personnel in coordination with Security personnel, will take the lead in handling guests visitors, in effect the Hotel will ensure safety and security of hotel guests, 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 guests 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 guests visitor to the front office. 2. Front office personnel shall screen the guests 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 dont 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 guests 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. Visitors 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 guests visitor monitoring logbook on a daily basis. 12. Income Auditor in turn will double check photocopy of guests 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 y 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 trainees 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