INTRODUCTION

American transcendentalist philosopher, essayist, poet and writer Ralph Waldo Emerson said, The world is all gates, all opportunities, strings of tension waiting to be struck. True enough, while opportunities are everywhere and great ones come to all, but many do not know they have met them. I had my share of such chance, such opportunity for my on-the-job training.

As part of course requirement in Bachelor of Science in Tourism Management, students have an option to be deployed for the OJT locally. I have chosen to be trained at Ninoy Aquino International Airport Terminal 1.

Perhaps just like other students who have been given the same chance, training in NAIA would always start with unexplainable excitement and anxiety which is a normal lifes encounter.

My experience in Ninoy Aquino International Airport as a trainee really served as one of the most unforgettable experiences because I learned how to handle difficult situations and able to resolve it the way I knew how by practical application of common sense remembering the principles and theories I learned during my formal training in school. Personal experiences shared by my mentors handling dissatisfied customers during my formal educational training helped me a lot during those hard times of my OJT.

Indeed it is true that people are hard to please. Different guests have various need levels and definitions. Sometimes hard work does not guarantee customer satisfaction.

Reflecting back, the training was a perfect venue to hone ones skills handling and communicating with people, skills doing the job and preparing to become competitive as Tourism students and a future key player in the tourism industry.

As I am very grateful to all the learning I gained from my mentors, this training made me become a flexible person and able to easily adjust to any given situation and condition-this indeed helping me through to becoming a real professional in the world of tourism industry.

ACKNOWLEDGEMENT

This success of mine couldn't be turn into reality without the following persons who help me in different ways. First and foremost, to our Almighty God, who guide and lighten me during y study and training, for without him I can do nothing.

I would also like to gratefully acknowledge the staff of Ninoy Aquino International Airport especially the Terminal Operations Group for giving me the chance to be part of their team and for giving me the knowledge in their work. Special thanks also goes to my co trainees in NAIA 1 who have helped me and inspired me.

I would also have to take this opportunity to express my profound gratitude and deep regards to my practicum coordinator, Ms. Alora Erica Salcedo, for her exemplary guidance, monitoring and constant encouragement throughout the course of this training.

My deepest gratitude goes to my family for their unflagging love and support throughout my life; this training is impossible without them. I am indebted to my father, Antonio R. Juan, for his care and love. As a typical father in the family, he worked industriously to support the family and spare no effort to provide the best possible environment for me to grow up and attend school. I can not ask more from my mother, Jocelyn Juan, as she is simply perfect. I have no suitable word that can fully describe her everlasting love to me. I we them their constant support when I encountered difficulties and trials in life.

Table of Contents
Acknowledgement Introduction I. The Establishment A. Complete Name of the Establishment B. General Location, Address C. Location Map D. Historical Background E. Objective / Establishment Philosophy F. Owners G. Definition of Terms H. Organizational Structure I. Facilities II. Analysis A. Organizational Structure B. Operations and System Procedures C. Manpower Scheduling and Method D. Interpersonal Relationship E. Use of Material Resources F. Sanitation Practices III. Conclusions A. Objectives of the Practicum B. Learning Experiences C. Recommendation D. Documentation Appendices: Evaluation Form Xerox Copy of DTR CS Form 212 - Personal Data Sheet Recommendation Letter Application Letter Waiver Acceptance Letter Student's Trainee Observation and Performance MIAA Performance Evaluation Report OJT Exit Interview Form IATA Codes Airlines Operating at NAIA Curriculum Vitae 1 1-2 3-4 5-7 8 9 10 - 11 12 13 - 18 19 20 - 40 40 - 43 44 44 45 46 46 - 47 48 49 - 58