One of the requirements of fourth year students taking up Bachelor of Science in One of the requirements of fourth year students taking up Bachelor of Science in Hospit
Hospitality Managemeality Management and nt and TourisTourism (BSHMT) program at m (BSHMT) program at the City College the City College of Tagaytayof Tagaytay (CCT) is to undergo an on-the-job training. Practicum training is one of the many means by (CCT) is to undergo an on-the-job training. Practicum training is one of the many means by which the student’s skills can be developed and improved.
which the student’s skills can be developed and improved.
Under this program, training can be defined as a carefully planned and handled Under this program, training can be defined as a carefully planned and handled effort of the management of cooperating company or establishments and schools, through effort of the management of cooperating company or establishments and schools, through competent employees and instructors, to impart know-how and develop certain phases of competent employees and instructors, to impart know-how and develop certain phases of an
an indindivivididualual’s ’s acacadeademimic c and and prpracactitical cal knoknowlwlededge ge and and skskilillsls, , disdisciciplipline ne and and sosociaciall behavior.
behavior.
The clarion call for quality education has become a major focus of instructors and The clarion call for quality education has become a major focus of instructors and administrators in their ultimate aim of improving the country’s educational system, thus, administrators in their ultimate aim of improving the country’s educational system, thus, the
the HosHospitapitalitlity y ManManageagement and Touriment and Tourism progrsm program at am at the City Collthe City College of ege of TagTagaytaaytayy included the curriculum HMT 12 (Practicum), designed for on-the-job training to prepare included the curriculum HMT 12 (Practicum), designed for on-the-job training to prepare the students for future work in the hospitality industry.
the students for future work in the hospitality industry.
This report is a narrative of the student’s training experiences at the following This report is a narrative of the student’s training experiences at the following establishments: Taal Vista Hotel, Taj of Tagaytay and Massimos Ristorante Italiano during establishments: Taal Vista Hotel, Taj of Tagaytay and Massimos Ristorante Italiano during the second semester of SY 2007-2008 in Tagaytay City, Cavite, Philippines. The the second semester of SY 2007-2008 in Tagaytay City, Cavite, Philippines. The student-trainee was assigned at the kitchen and housekeeping departments where she rendered a trainee was assigned at the kitchen and housekeeping departments where she rendered a total of 400 hours of on-the-job training.
HOTEL PHASE
HOTEL PHASE
HOTEL PHASE
HOTEL PHASE
TAAL VISTA HOTEL
TAAL VISTA HOTEL
Name and General Location
Name and General Location
O
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Addddrreessss:: KKiilloommeetteer r 660 0 AAgguuiinnaallddo o HHiigghhwwaay y TTaaggaayyttaay y CCiittyy,, Cavite, Philippines
Cavite, Philippines
Historical Background
Historical Background
The beginnings of Taal Vista Hotel dates back during the Commonwealth Period. The beginnings of Taal Vista Hotel dates back during the Commonwealth Period. The late President Manuel L. Quezon was so fascinated by the beauty of Tagaytay that he The late President Manuel L. Quezon was so fascinated by the beauty of Tagaytay that he wanted the government to buy
wanted the government to buy enough land to enough land to provide for infrastrucprovide for infrastructure and ture and amenitiamenities. Hees. He suggested to the management of The Manila Hotel to build a lodge along the ridge and in suggested to the management of The Manila Hotel to build a lodge along the ridge and in 1937, Taal Vista Lodge was built.
1937, Taal Vista Lodge was built. At the
At the Taal Vista Lodge, Pres. Quezon hTaal Vista Lodge, Pres. Quezon held cabinet meetings and important guestseld cabinet meetings and important guests su
such ch as as heheadads s of of ststatateses, , hihigh gh raranknkining g gogovevernrnmement nt ofoffificicialals s anand d cecelelebrbrititieies s wewerere accommodated. However, during World War II, the Japanese officers used the lodge as accommodated. However, during World War II, the Japanese officers used the lodge as quarters.
quarters.
Taal Vista Lodg
Taal Vista Lodge became renowned as the leadie became renowned as the leading ng touristourist attractiot attraction in Tagaytayn in Tagaytay City, having the best view of the world famous Taal Volcano and Taal lake. Categorized as City, having the best view of the world famous Taal Volcano and Taal lake. Categorized as a three-star hotel, it showed grandeur a large pavilion for dining and dancing, a bowling a three-star hotel, it showed grandeur a large pavilion for dining and dancing, a bowling alley, a golf course, a billiard hall and a horse back riding area beside the lodge.
alley, a golf course, a billiard hall and a horse back riding area beside the lodge.
But like any other establishment, it went through rough times, passing through But like any other establishment, it went through rough times, passing through diff
(RHC) managed the hotel. Then from 1984 until 1988, Hotel Development Corporation (HDC), a subsidiary of the Development Bank of the Philippines took over managing the hotel. It was in the late 1988 that SM Investments Corporation bought the property from HDC and immediately renovated forty (40) rooms for the exclusive use of the Philippine Amusement Gaming Corporation (PAGCOR). The Casino Filipino while an amusement center and a Jollibee outlet, one of the fastest growing fast food chains in the country, consigned a place to serve both the tourists and Casino Filipino guests.
Through the decades, thousands of people have found comfort, peace and have cherished fond memories from the majestic and unique sceneries that the lodge offered. Still, in 1999, Taal Vista Lodge bid its farewell.
In 2002, reconstruction work began and Tall Vista Lodge metamorphosed into “Taal Vista Hotel”, now considered as one of the country’s grandest hotel. In March 27, 2003, after undergoing major renovation and transformation, the hotel opened its doors initially with eighty rooms, one restaurant and one function room.
Today, the Taal Vista Hotel, managed by Fuego Properties Management Corporation, offers upscale facilities and services with 128 fully operational guestrooms and 6 function rooms. It has maintained its grandiosity with its classic architecture blended with modern features. The same feel of the splendid view and the cool climate of Tagaytay are still there, but this time, with more luxury and style. The Taal Vista Hotel has truly become a landmark in Tagaytay City.
The location map of Taal Vista Hotel is shown in Figure 1 and Appendix G shows the hotel’s company logo.
Figure 1. Location map of Taal Vista Hotel, Kilometer 60 Aguinaldo Highway, Tagaytay City, Cavite
Philosophy, Vision and Mission
The company’s vision statement “Dream Big, Think Big and Act Big” expresses the philosophy of the management of Taal Vista Hotel. This statement guarantees the highest standards of goods and services for guests provided by knowledgeable, competent and skilled staff that share the company’s goals and objectives.
The hotel’s mission statement is to “promote a working environment portrayed by respect, trust, humility and care and nurturing open and honest communication at all levels”. Creating an environment where the employees will find not only job satisfaction but also professional and personal fulfillment.
Ownership Management
The Fuego Hotels and Properties Management Corporation (FHPMC) is in charge of managing Taal Vista Hotel. FHPMC is a hotel management company owned and operated by successful and reputable businessmen, landowners, real estate developers and financial services experts. It has an established expertise in managing hotels, resorts and full and limited-service properties.
FHPMC has people, power and perspective, notwithstanding resources to improve a property’s bottom line, including a significant amount of experience in turnaround situations, especially those requiring major renovations or property repositioning. The
FROM MANILA VIA COASTAL ROAD F R O M M A N I L A T A G A Y T A Y M A R K E T B G Y . S A N J O S E AGUINALDO HIGHWAY CASINO FILIPINO C R O S S I N G S I L A N G
SOUTH SUPER HIGHWAY
STA. ROSA EXIT TOLL GATE TAAL
VISTA HOTEL
company is committed to excellence of service resulting in maximized profitability, asset value of clients and increased value to owners/shareholders of the properties.
FHPMC’s corporate officers are the following:
Managing Director : Alfredo Roca AVP for Operations : Juan Roca
Director for Human Resources : Maria Teresa Moreno Director for Finance : Rolly Villalon
Director for Food and Beverage : Susan Salcedo Director for Sales and Marketing : Cathy Manuel Director for Rooms : Hermie Tabañag
Organizational Structure
In order to carry out its mission, goals and objectives, Taal Vista Hotel has a formal organizational structure showing the different chain of command for management, supervision, and employee and staff levels. This organizational structure shows the relationships between management and staff functions. The organizational chart of Taal Vista Hotel is shown in Figure 2.
Figure 2. Organizational structure of Taal Vista Hotel.
FRONT OFFICE
SUPERVISOR ROOMS DIVISION MANAGER FOOD & BEVERAGE MANAGER MARKETING & SALES MANAGER ACCOUNTING MANAGER HUMAN RESOURCES MANAGER SECURITY SUPERVISOR FRONT DESK STAFF EXECUTIVE HOUSEKEEPER EXECUTIVE CHEF SERVICE SUPERVISOR KITCHEN STAFF ACCOUNT EXECUTIVES CONFERENCE COORDINATOR FINANCE
STAFF STOREROOMSTAFF
CASHIER RECRUITMENT STAFF PAYROLL STAFF SECURITY OFFICERS ROOMS DIVISION
SUPERVISOR ASST. SOUS CHEF CAPTAIN WAITER BARTENDERS WAITERS ROOM ATTENDANTS
The duties and responsibilities of the management level at Taal Vista Hotel personnel are as follows:
General Manager. The General Manager is in-charge of overall management of the different departments of the hotel, he is assisted in the planning, formulating and implementing of policies to achieve its goals.
Assistant General Manager
.
The Assistant General Manager assists in the overall operations of the hotel. All key personnel of the eight departments and corresponding sub-departments directly report to him.Human Resource Manager. The Human Resource Manager is responsible for 8
The duties and responsibilities of the management level at Taal Vista Hotel personnel are as follows:
General Manager. The General Manager is in-charge of overall management of the different departments of the hotel, he is assisted in the planning, formulating and implementing of policies to achieve its goals.
Assistant General Manager
.
The Assistant General Manager assists in the overall operations of the hotel. All key personnel of the eight departments and corresponding sub-departments directly report to him.Human Resource Manager. The Human Resource Manager is responsible for external and internal recruitment and hiring of personnel for the Hotel. He/She takes charge in the calculation of employees’ salaries and compensation including tax withholding. Other duties of the HRD Manager include administration of employees' paperwork, monitoring of personnel attendance and ensures employees' safety and working conditions in the Hotel.
Marketing and Sales Manager. The Marketing and Sales Manager is generally responsible for sales, convention services, advertising and public relations of the Hotel.
Accounting Manager. The Accounting Manager monitors the financial activities of the Hotel. Some of the activities that he/she undertakes are the following: pays outstanding invoices; distributes unpaid statements; collects amounts owed; processes payroll; accumulates operating data; compiles financial reports; makes bank deposits; secures cash loans; and performs other control and processing functions.
Front Office Supervisor. The functions of the Front Office Supervisor include the following: sell guestrooms, register guests and design guestrooms; coordinate guest
services; provide information; maintain accurate room statistics, and room key inventories; maintain guest account statements and complete proper financial settlements; and receive and process reservation requests for future accommodations.
Food and Beverage Manager. The Food and Beverage Manager is in charge of the entire operations of all F & B outlets such as: coffee shop, restaurants, room service, cocktail, lounge, butler service, banquet service, banquets, and catering in relation to food and beverage service and production. Part of his function includes menu planning, menu engineering, food costing for stocking inventory, implementing, organizing and coordinate.
Rooms Division Manager. The Rooms Division Manager supervises the housekeeping staff, prepares department goals and implements policies and procedures. He also coordinates housekeeping operations; assigns duties and supports staff members and coordinates with Front Office for reservation of rooms and room requirements.
Chief Engineer. The Chief Engineer is responsible for planning, directing, controlling and coordinating the activities in Engineering such as operation and maintenance of all electrical and mechanical equipment used in air-conditioning, heating, refrigeration, water supply, building facilities and power center of the entire hotel.
Security Supervisor. The Security Supervisor ensures the safety and security of guests, visitors and employees of the Hotel. He is in charge of safekeeping of Hotel properties and responsible for the monitoring of company equipment. Security division personnel are usually screened from in-house personnel, security officers or retired police
officers, across certain physical skills, and prior experience.
A. Guestrooms
Taal Vista Hotel has a total of 128 guestrooms fully equipped with cable television, IDD/NDD phone lines, mini-bar, hot and cold water and coffee-making facility, complete bed and bath linen set-up, hotel slippers, make-up/shaving mirror, courtesy bottled water, courtesy newspaper, wake-up call service, room service, luggage rack, coffee making facility, electronic entry lock and in-room safety box among others.
The rooms are categorized as Superior rooms, Deluxe rooms, Junior suite, Deluxe suite, Ambassador suite, Premier suite, Royal suite and Imperial suite. The guest rooms of the hotel are shown in Appendix H.
B. Food and Beverage Facilities
Lobby Lounge. A perfect setting for coffee and light meals and sundown affairs with its fireplace and expansive vaulted ceilings, the hotel’s Lobby Lounge recaptures the grand era of the Tudor House. A pianist entertains guests at appointed times each day.
Café-on-the-Ridge. This facility recreated the ambiance and cuisine of three (3) continents, featuring a menu that distinctly highlights the simple elegance of Europe, the disposition of Spain and Asian mystique.
Bar-by-the-Lobby. Both classic and innovative cocktails and quenchers are whipped up at the bar-by-the-lobby. The well-stocked bar is ideal for entertaining and socializing as well as enthralling with the majestic view of the tropical sun set.
Taal Vista Hotel’s food and beverage facilities are shown in Appendix I.
The Business Center, located at the Tudor Main Lobby, offers extensive services for the needs of guests for business and related purposes. The following are offered: photocopying, printing, typing, facsimile and equipment rental of desktop computers, DVD player, overhead projector and LCD projector.
D. Function Rooms
The hotel has a total of ten function rooms to accommodate meetings and gatherings. Table 1 shows the hotel’s function rooms’ dimensions and specifications.
Table 1. Taal Vista Hotel’s function rooms’ dimensions and specifications.
FUNCTION
ROOMS DIMENSIONS THEATRE CLASSROOM
U-SHAPE BLOCK BANQUET COCKTAIL
SAMPAGUITA BALLROOM 32mx20m 700 450 450 700 BALLROOM FOYER 24m x 12m BASEMENT FOYER 27m x 4 m 80 100 MAGNOLIA 18.50m x 15 m 120 60 20 20 80 120 WALING-WALING 1 8.06m x 7.6 m 60 36 20 24 30 40 WALING-WALING 2 8.06m x 7.6 m 60 36 20 24 30 40 ROSAL1 8.06mx9.7m 90 54 25 30 30 50 ROSAL2 8.06mx7.6m 60 36 20 24 30 40 GUMAMELA 8.06mx7.6m 60 36 20 24 30 40 JASMIN 8.06mx5.22m 40 24 20 20 20 40
The function rooms are provided with following equipment and amenities: P.A. sound system, LCD projector and color TV with VCD/DVD player, overhead projector, stage and rostrum, three (3) motorized wide screen at the Sampaguita Ballroom, built-in wide screen at Waling-Waling 1 and 2, Rosal 1 and 2, Jasmine and Gumamela, portable wide screen at Magnolia, whiteboard with markers and erasers, flip charts and easel stand,
paper penc
paper pencils and dails and dance floornce floor..
The Sampaguita Ballroom is shown in Appendix J. The Sampaguita Ballroom is shown in Appendix J.
E. Recreational Facilities
E. Recreational Facilities
The hotel boasts of the following recreational facilities: a 4 feet x 7 feet swimming The hotel boasts of the following recreational facilities: a 4 feet x 7 feet swimming pool, a
pool, a soothing Ylangsoothing Ylang-Ylang Spa offering a -Ylang Spa offering a full-rfull-range of ange of spa services, an air-conditionespa services, an air-conditionedd kiddie room, a well-equipped gym room, a
kiddie room, a well-equipped gym room, a game room with billiard tables and dart game room with billiard tables and dart boardsboards and a specialty shop (Dibuho) where guests can buy locally made souvenir items.
and a specialty shop (Dibuho) where guests can buy locally made souvenir items.
F. Outstanding Features
F. Outstanding Features
Offering the best view of the world’s smallest volcano, the viewing deck at Taal Offering the best view of the world’s smallest volcano, the viewing deck at Taal Vista Hotel is a popular tourist haunt. The fiberglass domes on the viewing deck also Vista Hotel is a popular tourist haunt. The fiberglass domes on the viewing deck also encase the lights below and add a touch of whimsy at night. And, only at Taal Vista Hotel encase the lights below and add a touch of whimsy at night. And, only at Taal Vista Hotel can guests find a hallway that is a virtual gallery of lights and color. This outstanding can guests find a hallway that is a virtual gallery of lights and color. This outstanding feature is shown on Appendix K.
feature is shown on Appendix K.
A. HOUSEKEEPING DEPARTMENT
A. HOUSEKEEPING DEPARTMENT
The primary function of
The primary function of the Housekeeping Departmthe Housekeeping Department is ent is the monitoring, cleaningthe monitoring, cleaning and maintenance of the areas, facilities, materials and supplies under its supervision. At and maintenance of the areas, facilities, materials and supplies under its supervision. At
Taal
Taal VisVista ta HotHotel, el, this this depadepartmrtment ent encoencompampassesses s threthree e divdivisiisions, ons, namenamely: ly: PublPublic ic AreAreas,as, Rooms and Floors.
Rooms and Floors.
Areas of Concern
Areas of Concern
Organizational Structure
Organizational Structure
The Housekeeping Department is headed by the Rooms Division Manager. Under The Housekeeping Department is headed by the Rooms Division Manager. Under his responsibility are several supervisors who, in turn, are responsible for rank and file his responsibility are several supervisors who, in turn, are responsible for rank and file staff. The duties and responsibilities of the Housekeeping Department personnel are as staff. The duties and responsibilities of the Housekeeping Department personnel are as follows:
follows: Ro
Roomoms s DiDivivisision on MMananagagerer. . ThThe e RoRoomoms s DiDivivisision on MaMananageger r susupepervrvisises es ththee housekeeping staff, prepares department goals and implements policies and procedures. He housekeeping staff, prepares department goals and implements policies and procedures. He also coordinates housekeeping operations, assigns duties and supports staff members and also coordinates housekeeping operations, assigns duties and supports staff members and coordinates with Front Office for reservation of rooms and room requirements.
coordinates with Front Office for reservation of rooms and room requirements. Executi
Executive Housekeeve Housekeeper. per. The ExecutThe Executive Housekeeive Housekeeper prepares yearper prepares yearly budget for ly budget for linen uniform and guest cleaning supplies; ensures that the department operation in linen linen uniform and guest cleaning supplies; ensures that the department operation in linen expense is strictly monitored; checks the forecast house count for number of checkouts; expense is strictly monitored; checks the forecast house count for number of checkouts; prepare
prepares organized specis organized special cleaning and projectal cleaning and projects; and conducts dails; and conducts daily briefing and check ony briefing and check on staff attendance, proper grooming and dress code.
staff attendance, proper grooming and dress code.
Housekeeping Supervisor – Rooms. The Housekeeping Supervisor – Room Section Housekeeping Supervisor – Rooms. The Housekeeping Supervisor – Room Section conducts daily briefing and check on staff attendance, proper grooming and dress code; conducts daily briefing and check on staff attendance, proper grooming and dress code; prepare
prepares s daily daily room room attendaattendant’s nt’s work work assignmassignment; ent; issues issues or or receivereceives s sectisection on keys, keys, andand ensures that logbook is filled-up; updates room status report at scheduled time; physically ensures that logbook is filled-up; updates room status report at scheduled time; physically checks room discrepancies and reports such to the Front Desk; assists in skills training of checks room discrepancies and reports such to the Front Desk; assists in skills training of
staff; and immediately acts upon guest requests and complaints and adheres to sets of staff; and immediately acts upon guest requests and complaints and adheres to sets of standards.
standards. Hou
Housekesekeepineping g SupeSupervirvisor sor – – PublPublic ic AreArea. a. The The HouHouseksekeepieeping ng SupeSupervirvisor sor of of thethe Public Area Section schedules the cleaning projects in public areas; inspects public areas Public Area Section schedules the cleaning projects in public areas; inspects public areas and ensure that daily cleaning routines are accomplished; assists in skills training of staff; and ensure that daily cleaning routines are accomplished; assists in skills training of staff; and immediately acts upon guests requests and complaints.
and immediately acts upon guests requests and complaints.
Laundry Supervisor. The Laundry Supervisor is in charge of washing mattresses, Laundry Supervisor. The Laundry Supervisor is in charge of washing mattresses, bed
bed covers, covers, bed bed sheetssheets, , pillow pillow covers, covers, linens, linens, etc. etc. She She also also maintaimaintains ns linen linen inventorinventoryy control as well as laundry materials and supplies control.
control as well as laundry materials and supplies control. Room Attendants
Room Attendants. . Room AttendaRoom Attendants are nts are in-chargin-charge e of maintaining the set-up on of maintaining the set-up on thethe assigned guestroom. They ensure that room attendant’s trolley is neatly organized; clean assigned guestroom. They ensure that room attendant’s trolley is neatly organized; clean each room and bathroom thoroughly and ensure that supplies are replenished and set up each room and bathroom thoroughly and ensure that supplies are replenished and set up according to standard; inspect and clean the facilities, furniture and fixture and report according to standard; inspect and clean the facilities, furniture and fixture and report anyt
anything that hing that reqrequiruires es reprepairsairs; ; fill up fill up rooroom m stastatus tus repreport ort accuaccuratrately; ely; attattend end to to gueguestssts requests and queries courteously and promptly; report to the Housekeeping Supervisor any requests and queries courteously and promptly; report to the Housekeeping Supervisor any unusual incidents, complaints, presence of unauthorized person in room or in floor, missing unusual incidents, complaints, presence of unauthorized person in room or in floor, missing or damaged hotel property, and lost and found items; clean and maintain service pantries or damaged hotel property, and lost and found items; clean and maintain service pantries and
and corrcorridoridors; s; maimaintaintain n the per the per stostock ck levlevel el of of gueguest st suppsupplielies s and and linelinen n in in resrespectpectiveive pantrie
pantries; s; check check mini-bamini-bar r set set up up and and consumconsumption ption and and refillrefill; ; provide provide turn-dowturn-down n serviceservice according to standards; and assist in the physical inventory of linen.
Public Area Attendants. The Public Area Attendants clean and maintain the lobby area, guest elevators and landings, standing ashtrays, function rooms and outlets; clean and inspect public area facilities, furniture and fixtures, and replenish and maintain amenity set up in public toilet.
Houseman. Employees under this category are responsible for pick-up cleaning in vacant rooms and reporting defects in terms of décor, equipment, fixture and fittings to his superior.
Laundry Attendant. The Laundry Attendant operates computerized washing and drying machines and large presses and sorts out dirty linen and does the same for clean ones. She also monitors and control use of linen in guest rooms.
Linen Attendant. The Linen Attendant maintains and control linen supplies; counts and sort soiled linen in preparation for laundry; counts and distributes the clean linen and all supplies to the maid’s storeroom of each floor; issues washable uniforms from the linen room; and performs minor repairs on uniforms, drapes, curtains and other linen materials.
The organizational structure of the Housekeeping Department of Taal Vista Hotel is shown in Figure 3.
ROOMS DIVISION MANAGER EXECUTIVE HOUSEKEEPER ASST. EXEC. HOUSEKEEPER HOUSEKEEPING SUPERVISOR – ROOM SECTION HOUSEKEEPING SUPERVISOR – PUBLIC AREA LAUNDRY SUPERVISOR ROOM BOY HOUSEMAN ROOM ATTENDANTS . PUBLIC AREA ATTENDANTS
Figure 3. Organizational structure of the Housekeeping Department, Taal Vista Hotel
Operations Systems and Procedures
LAUNDRY ATTENDANTS
LINEN ATTENDANTS
Bedroom
Steps In Preparation:
To make the bed, spread the first sheet. Tuck the bed sheet on the head part first, then spread the second sheet (wrong side up) at the head of the mattress so that when this sheet is folded back over the blanket protector, the finished side of it is presented. Place the blanket protector on top of the blanket space six inches from the head of the mattress. Fold back top of second sheet over top of blanket protector. Tuck the bed sheet on the foot side then proceed to tuck the
sheet all around the bed. Spread the cover.
Proceed to dusting with clean cloth all surface and do it from top to bottom. Dust the dresser, television, chairs, lift the cushions and wipe underneath, night table, telephone and other equipment inside the room. Clean both the wooden and glass doors.
Clean the refrigerator, empty the chiller and wipe shelf and bottles. Sweep, mop and/or vacuum the floor. Finish with polisher.
Supplies:
Compendium to be set on the center of the dresser table: Contents:
Stationary - 2 pieces Envelope - 2 pieces Service Directory- 1 piece Sewing kit - 1 piece
The waste basket must be placed underneath the dresser table. The chair is placed 6 inches starting from the dresser table. Corner Table:
Table lamp is 3 inches away from the top edge of the table. Ashtray is at the center 3 inches away from the table lamp. Arm chair is 5 inches away from the table.
Set-up for Night Table:
Telephone must be on the left side of the table.
Notepad, 1 piece, must be placed below the telephone.
Ball pen, 1 piece, placed on top of the notepad facing upward.
Remote control is at the center at least 6 inches away from the telephone room service menu.
Room service menu, 1 piece, at the right side.
Set-up Underneath Night Table:
Telephone directory placed on top shelf. Bible placed on top of telephone directory.
Philippine Yearbook placed at the right side of the telephone directory.
Wardrobe Set-up:
Spare pillow, 2 pieces, on top shelf.
Hangers, 10 pieces, placed on the left side. Dry cleaning list/request form.
Laundry list/request form.
Shoe cloth, 1 piece, on the left side of the dry cleaning and laundry list/request form.
Laundry bag, 1 piece, showing the logo placed on top of the laundry/dry cleaning set.
Mini-Bar Set-up:
Mini-bar tray placed at the center. Three linen napkins.
Two stirrers placed on top of the napkin parallel to each other.
Thermo-jug, 1 piece, placed on the left shelf of the mini-bar lane with two pieces of tumbler and 2 pieces of coaters.
Bathroom:
Contents:
Glass or capiz tray 1 bottle of lotion 1 bottle of shampoo 1 bath foam
1 bottle of conditioner 1 bottle of moisturizer
1 after shave 2 pieces face towel folded accordingly 1 piece hand soap beside 1 piece bath soap beside the hand soap
the tub
Facilities and Equipment
Guestroom facilities and equipment include air-conditioning, cable TV, mini-bar, wi-fi access, IDD/NDD phonelines, complete bed and bath linen set-up, hotel slippers, hot and cold water, courtesy bottled water, courtesy newspaper, wake-up call service, room service, luggage rack and in-room safety box.
The department is provided with cleaning carts, linen, wet and dry vacuum cleaners, level loop, linen mills, lock cylinder, floor polishers flat iron, washing, drying and pressing machines, hand-held radio transmitter/receiver and other cleaning materials and
Manpower
There is enough number of personnel to meet the needs of the hotel. The rank and file employees render eight (8) hours of work inclusive of 45 minutes paid break. Managers and supervisors render nine (9) hours of works inclusive of one (1) hour unpaid break and 30 minutes of paid break.
Work Atmosphere
Most of the working areas are painted with bright colors and are fitted with sufficient lighting. The storeroom areas on each floor as well as the laundry and linen room are also sufficient in size to accommodate the large number of transaction each day. A friendly working atmosphere also permeates the Housekeeping Department. There is a genuine dedication to work and high morale among the personnel.
Use of Material Resources
An individual report sheet serves as control for the materials that each department uses. There is a check and control on materials used, when and where they are used and the cost of every material.
Sanitation Procedures and Practices
The rank and file personnel at the Housekeeping Department observe the following sanitation and procedures and practices:
1. Disinfecting linen and laundry rooms;
2. Use of protective clothing/gear when performing tasks that requires the use of chemical cleaners, etc.
3. Requesting quarterly maintenance of equipment used in the performance of housekeeping tasks to ensure safety of operation;
4. Observing good grooming and the use of proper uniforms.
Strengths
The Housekeeping Department of Taal Vista Hotel employs enough number of workers to meet the needs of its guests and to perform their duties and responsibilities efficiently and without delay. The staffs were courteous, friendly, competent with their work, well trained to deal with unexpected and unavoidable situations either relating to their work and/or the guests.
Improvement Areas/Weaknesses
The student-trainee was not able to deter any weakness in the Housekeeping Department that may produce unsatisfactory result either in the performance of daily tasks of each employee and management or employee relationships.
Recommendations
The Housekeeping Department of the Taal Vista Hotel exemplifies the best practices and procedures when it comes to housekeeping. The only recommendation that may be given, therefore, is for this department to maintain the world-class standard of housekeeping activities that they perform.
B. FRONT OFFICE DEPARTMENT
The Front Office Department of Taal Vista Hotel manages the following hotel activities: Guest Relations, Telephone, Reception, Concierge, Bell Service, Business Center and Reservations.
The hotel employs a number of personnel to be in charge of the different work activities at the Front Office. The Front Office Supervisor heads this Department. Under his supervision are the following: Concierge Supervisor, Business Center Supervisor, Room Clerk, Bell Captain, Bell Sergeant, Bellman, Assistant Chief telephone Operator, Doorman, Transportation Supervisor, Valet Parker Supervisor and Driver.
This department is equipped with computer, printers, fax machine, telex machine, telephone lines with IDD/NDD, calculators, key rack/boxes, chairs, card verifier, letter holder and materials/supplies cabinet under the counter.
The front desk is staffed throughout the 24 hours by three shifts, each shift rendering work for eight (8) hours except for the Business Center, which operates only from 9:00 a.m. to 6:00 p.m. daily.
The housekeeping staff maintains the cleanliness and orderliness of this department.
C. SALES AND MARKETING DEPARTMENT
The Sales and Marketing Department is responsible for advertising and sales promotion of the hotel both to local and international guests. Brochures, posters, billboards,
the Internet, newspapers and magazines are all utilized to endorse the hotel.
The Marketing and Sales Manager head this department. Under her are Account Executives and Conference Coordinators. The Marketing Manager is in charge of marketing the hotel both to local and foreign tourists. She conceptualizes ideas to improve and increase the sales of the hotel and make it competitive against other existing hotels in the area. The Account Executives conduct actual sales calls on prospective clients, mostly on corporate levels. The Conference Coordinator, on the other hand, are in charge of meeting the needs of guests requiring the function rooms and facilities.
The department is equipped with the following facilities and equipment: computers and printer; facsimile machine, telephone with IDD/NDD, executive desks and chairs, filing cabinets, drawing table and cabinets for office materials and supplies.
The Sales and Marketing personnel work from Monday to Friday starting at 9:00 a.m. until 5:00 p.m. On Saturdays, work hours start at 9:00 a.m. and ends at 3:00 p.m.
The office is stylishly designed and spacious. The floor is carpeted and the walls are painted in subdued hues. The office is well ventilated but is also fitted with an air-conditioning unit.
D. ACCOUNTING DEPARTMENT
The Accounting Department is vital for financial planning, developing annual and operating capital and budgets, analyzing financial liquidity and stability of the hotel and monitoring and controlling the cash inflow and outflow of the hotel among others.
The Accounting Manager heads the Accounting Department and under him are the Finance staff, Storeroom staff and Cashiers.
The hotel’s Accounting Department follows strict standards and procedures are followed in the operation of the department. Key personnel are required to forward forecasts, reports, statistics, and operating results to the management. The department also follows a seven-step accounting cycle: (1) recording transaction in a ledger that marks the starting point for the double-entry bookkeeping system; (2) posting procedure; (3) listing procedure; (4) preparing certain adjustments to recognize events that, although they did not
occur in conventional form, are in substance already completed transactions; (5) preparing an adjusted trial balance; (6) preparing the financial statement; and (7) closing non-cumulative accounts.
The office is equipped with computers and printers, facsimile machine, telephone with IDD/NDD facilities, air conditioner, coffee making facility, filing and supplies cabinets, cash registers, calculators, office desks and cabinet for office supplies.
The working hours at this department is from 9:00 a.m. to 6:00 p.m. from Monday to Friday except for the Night Auditors who work on two shifts: morning shift (8:00 a.m. to 5:00 p.m.); evening shift (5:00 p.m. to 2:00 a.m.).
E. HUMAN RESOURCE DEPARTMENT
The Human Resource Department handles the recruitment, selection and hiring of personnel that will create the company’s work force. This department also creates and
implements training programs and seminars to prepare the employees for their work at the hotel. Other responsibilities of this department include the following: salary and benefits administration, orientation of new employees, performance evaluation, employee transfer, promotion and termination and implementing disciplinary actions.
The Human Resource Manager heads the department and under her are the Recruitment Staff and Payroll Staff.
The Human Resource Department office is equipped with computers and printers, facsimile machine, telephone with IDD/NDD facilities, air-conditioning unit, coffee making facility, filing and supplies cabinets, calculators, office desks and chairs, a small conference table, multimedia, white board and cabinet for office supplies.
The staff of this department renders work from 9:00 a.m. to 6:00 p.m. from Monday to Friday.
F. ENGINEERING DEPARTMENT
The Engineering Department at Taal Vista Hotel is in charge of providing utility services and maintenance of electrical and mechanical equipment used in air-conditioning, heating, refrigeration, water supply, building facilities and the power center of the entire hotel.
The Engineering Department is headed by the Chief Engineer. Under him is the assistant Chief Engineer and rank and file employees such as electricians, mechanics and operations and maintenance staff.
The tools and equipment of this department include the following: compressors, fan coil units, through-the-wall unit, air-condition, fans, convectors, drills, chainsaw, jigsaw, planer, sander, hammer drills and other common carpentry, mechanical and electrical tools
and supplies.
All key personnel and service staffs of the department work from Monday to Friday from 9:00 a. m. to 6:00 p. m.
The office of this department is small in size. The outside room is also warm due to the packages of usable and unusable materials/supplies that was not disposed of or placed in their respective areas yet.
All equipment, tools and engineering supplies are used with care and are monitored if borrowed by other divisions or departments. Tools and equipment are also oiled and cleaned periodically to prevent accumulation of dust and rusting.
G. SECURITY DEPARTMENT
The Security Department plays an important function encompassing all departments and overall hotel operations. This is the department tasked to safeguard the safety of hotel properties, employees and guests.
To make this possible, the hotel management, with the assistance of this department, installed surveillance cameras in strategic places, both inside and outside of the hotel, to prevent burglary and pilfering.
The Security Department is headed by the Security Supervisor who is in charge of over all operation of the department. Next in rank is the Assistant Security Manager. Under them are rank officers.
The Security Manager is the one responsible for conducting orientation and training of new hires, preparing the house officer’s schedule and conducts inspections on areas of responsibility.
The rest of the security personnel are in charge of performing the following activities: patrolling all areas inside and outside of the hotel; monitoring incoming and outgoing employees; monitoring and jotting down the plate numbers of incoming and outgoing vehicles; monitoring surveillance cameras 24 hours a day; apprehension and questioning of possible felon.
The Security Department is equipped with service firearms, cuff links and wooden batons, phone lines, manual typewriter, monitoring and surveillance cameras and other
security devices.
The employees of this department work on two shifts, rendering twelve (12) hours of work each.
ANDANITA TAJ OF TAGAYTAY
ANDANITA TAJ OF TAGAYTAY
Name and General Location
Name and General Location
Name
Name : Andanita : Andanita Taj of TTaj of Tagaytay; aagaytay; also knowlso known as Andan as Andanita nita LakevieLakevieww Hotel and Coffeeshop
Hotel and Coffeeshop
Ad
Addrdreessss : : 505059 59 AAguguininalaldo do HHigighwhway ay LaLaurureel, l, TTagagayayttay ay CCitity, y, CaCavivitete
Andanita Taj of Tagaytay, also known as Andanita Lakeview Hotel and Coffee Andanita Taj of Tagaytay, also known as Andanita Lakeview Hotel and Coffee Shop, is located at 5059 Aguinaldo Highway, Laurel, Tagaytay City, Cavite. Resting at Shop, is located at 5059 Aguinaldo Highway, Laurel, Tagaytay City, Cavite. Resting at about 2,500 feet above sea level, the hotel can be reached from the following directions: about 2,500 feet above sea level, the hotel can be reached from the following directions: via Sta. Rosa exit, via Coastal Road and via Carmona exit from South Superhighway. via Sta. Rosa exit, via Coastal Road and via Carmona exit from South Superhighway. Bu
Buseses s gogoing ing to to and and frfrom om BaBatatangangas, s, CaCavitvite e and and MaManilnila a trtraveaversrse e ththrorougugh h AgAguiuinalnaldodo Hi
Highwghway ay 24-24-houhours rs eveeverydryday ay mamakinking g AnAndadanitnita a TaTaj j of of TaTagagaytaytay y accaccesessibsible le eveven en toto backpacke
backpackers and sers and seasoned tasoned travelerravelers.s.
A hotel, restaurant and spa in one, this establishment offers a view of Tall volcano A hotel, restaurant and spa in one, this establishment offers a view of Tall volcano and
and TaTaal al lalakeke. . ItIts s alalso so ththe e onlonly y 24-24-houhours rs IndIndianian-M-Medediteiterrrraneanean an insinspirpired ed veventunture re inin Tagaytay City.
Tagaytay City.
The location map of Andanita Taj of Tagaytay is shown in Figure 4 and Appendix The location map of Andanita Taj of Tagaytay is shown in Figure 4 and Appendix L and M show the hotel’s company logo and facade.
Figure 4.
Figure 4. Location map of Andanita TLocation map of Andanita Taj of Tagaytay, 5059 Aguinaldo Highway, Laurel,aj of Tagaytay, 5059 Aguinaldo Highway, Laurel, Tagaytay City, Cavite.
Tagaytay City, Cavite.
Vision and Mission
Vision and Mission
Andanita Taj of Tagaytay is the realization of the founders' dream of creating a Andanita Taj of Tagaytay is the realization of the founders' dream of creating a nich
niche in e in TagaTagaytaytay's hotel and resty's hotel and restauraaurant industnt industry. ry. The founThe founderders of s of AndaAndanita Taj of nita Taj of Tagaytay thought that the area lacks a better standard yardstick.
ANA
ANA MARY MARY M. OLM. OLOGOG President/ COO President/ COO N.B. LEWIS N.B. LEWIS General Manager General Manager
The vision of Andanita Taj of Tagaytay is
The vision of Andanita Taj of Tagaytay is to be the to be the most excellmost excellent 24-hour Indian-ent 24-hour Indian-Mediterranean hotel, restaurant and spa in Tagaytay City.
Mediterranean hotel, restaurant and spa in Tagaytay City.
The mission of the hotel’s management, on the other hand, is to encourage a The mission of the hotel’s management, on the other hand, is to encourage a working environment that will uphold dedication and satisfaction and to promote a service working environment that will uphold dedication and satisfaction and to promote a service environment rendered with respect, trust, integrity and loyalty.
environment rendered with respect, trust, integrity and loyalty.
Ownership Management
Ownership Management
The owner and Chie
The owner and Chief Operatif Operating Officer ng Officer of the Andanitof the Andanita Taj of Tagayta Taj of Tagaytay is Anaay is Ana Mary M. Olog. Derived from the name of her parents-Andy and Anita, Andanita Taj of Mary M. Olog. Derived from the name of her parents-Andy and Anita, Andanita Taj of Tagayta
Tagaytay y means excellemeans excellent goods nt goods and services amidst exotic hotel ambiance, unique diningand services amidst exotic hotel ambiance, unique dining and spa experience.
and spa experience.
Organizational Structure
Organizational Structure
To facilitate the
To facilitate the impleimplementatiomentation n of its of its company goals and company goals and objectiobjectives, Andanita Tajves, Andanita Taj of
of TagTagaytaaytay y has has a a forformal mal orgorganizanizatioation n depidepicticting ng difdifferferent ent chaichains ns of of comcommand frommand from management, supervisory to staff level. The organizational structure of the establishment is management, supervisory to staff level. The organizational structure of the establishment is shown in Figure 5.
ANN MURRIEL
Internal Auditor SHIELDEE ROSANES Admin-OIC, Hotel, Restaurant &Spa
JERRY MACARIOLA Operations-OIC, Hotel &
Restaurant
KRISTINE SANTOS Marketing Supervisor/Front Desk
Supervisor
Mary Grace Tuazon Cashier/Restaurant Attendant Ronualdo Quardiana Executive Chef Esmeralda Llanderal Housekeeping Supervisor/Cashier
Chona Luz Noveno Beverage/Restaurant
Attendant/Cashier
Ronnie Tuazon Restaurant Attendant
Mark Lester Sariola Kitchen Assistant Marites Cuadra Kitchen Assistant Adelina Fenomena Dishwasher Laundry/Linen Attendant Account Executive Security Officer
Front Desk Cashier Michelle Arcayos
Housekeeping Staff Sonia Saronio Spa Treatment
Attendant
Figure 5. Organizational structure of Andanita Taj of Tagaytay.
The following are the duties and responsibilities of the managerial and supervisory personnel of Andanita Taj of Tagaytay:
President/Chief Operating Officer . The President/COO of the company oversees the management of the different departments of the hotel. He plans, formulates and implements the hotel’s policies with the coordination and cooperation of the different department heads in order to achieve company goals and objectives.
General Manager. The General Manager is responsible for the over-all administrative and operation aspects of the hotel. Assisting him in the implementation of company policies and procedures are the of the Administrative Officer-in-Charge of Hotel, Restaurant and Spa and Operations Officer-in-Charge of Hotel and Restaurant.
Internal Auditor. The Internal Auditor is responsible for checking and reviewing the accuracy of financial data entrees regarding the operations of the hotel, restaurant and spa. These data include cash flow, inventory stocks, status of assets and liabilities, floating paper and status of business’ and properties’ registrations.
Officer-In-Charge - Administration, Hotel, Restaurant and Spa. The Officer-in-Charge of Administration is the one responsible for the handling the administrative aspects of the Hotel, Restaurant and Spa. Under her are the following staffs: Cashiers, Beverage and Restaurant Attendants, Housekeeping Supervisor, Housekeeping Staff, Spa Attendant and Laundry/Linen Attendant Part of her duties include recruiting and hiring employees; salary and benefits administration; conducting orientation, training and seminars to further enhance employees’ skills and knowledge in their respective work; and developing and implementing systems and procedures that will suit working conditions and needs of the different departments.
Officer-In-Charge - Operations, Hotel, Restaurant and Spa. The Officer-in-Charge of Administration is the one responsible for the handling the operational aspects of the Hotel and Restaurant. Under him are the following staffs: the Executive Chef, Kitchen Assistants, Dishwasher, Restaurant Attendant, Cashier and Security Officer. His duties and responsibilities are as follows: overall management and supervision of the operational aspects of the hotel and restaurant divisions of the establishment; review and analyze room
statistics and forecasted figures; ensure that key personnel are properly groomed and conduct themselves in accordance with set standards of the establishment; conduct meetings with staff; recommend systems and procedures to improve operations; and coordinate with the Administrative Officer-in-Charge whenever necessary.
Marketing Supervisor/Front Office Supervisor. The Marketing Supervisor/ Front Office Supervisor has the following responsibilities: advertising and sales promotion of the establishment both to local and foreign tourists; conceptualization and monitoring of the distribution of promotional brochures, billboards and posters; selling guestrooms; registering guests; providing information regarding hotel facilities and amenities to guests; maintaining accurate room status, maintaining guest account statements; and complete financial settlements for guests’ accommodations.
Rooms, Amenities, Facilities and Outstanding Characteristics of the Establishment
A. Guestrooms
There are seven (7) guestrooms at the hotel. The rooms are categorized as the Presidential Suite, Deluxe Rooms, Standard Rooms and Standard Bunker Beds Rooms.
The Presidential Suite or Maharashtra Suite has a total area of 85 square meters. Standard amenities include a king size bed, its own dining area and lounge, free wi-fi connectivity, a full view of Taal Volcano, an option for viewing deck breakfast, hot water system, A/C satellite TV and PABX system. The suite’s interiors reflects the spirit of Indian inspired South Asian culture. Exclusive amenities include welcome drinks and a bottle of white wine, complimentary breakfast for two (2) persons and free massage of
choice, either back massage or foot massage/foot reflex, also for two (2) persons at the Green Mountain Spa.
There are two (2) Deluxe Rooms, the Casablanca Deluxe and Istanbul Heights. Casablanca Deluxe was created with the best of Morocco in mind. The room was fitted out with interior details showing Moroccan antiquities. The standard amenities for deluxe rooms include a queen size bed, free wi-fi connectivity, a partial view of Taal Volcano, hot water system, A/C satellite TV and PABX system.
Istanbul Heights is a Deluxe Room convertible into a sixteen (16) person Conference Room. It has two (2) Queen-size beds good for four (4) persons. The standard amenities offered for this room are the same as that of Casablanca Deluxe.
The two (2) Standard Rooms are Cairo’s Kingdom and Glorious Athena. Cairo’s Kingdom is an Egyptian inspired room with about 22 square meters of floor area. It has a queen size bed. Standard amenities include free wi-fi connectivity, hot water system, A/C satellite TV and PABX system. Guests occupying Standard Rooms are given free welcome drinks, breakfast and massage of choice for two (2) persons.
Two Standard Bunker beds Rooms are also available, the Valencia Hermosa and the Royal Siam. The Valencia Hermosa room answers the needs of friends and even small families for a compact room that can accommodate 4 – 6 persons. It has a queen size bed and space enough for two (2) more extra single beds.
B. Room Rates
The establishment accepts cash payments only from its guests and clienteles. The guestrooms are competitively priced compared to other establishments in the area. The room rates vary from weekdays to weekends.
Table 2 shows the official room rates per day at Andanita Taj of Tagaytay.
ROOM NAME
RATE PER DAY (in Philippine Peso)
Weekdays Weekends Maharashtra Suite 8,500++ 9,500++ Istanbul Heights 5,950++ 6,500++ Casablanca Deluxe 3,950++ 4,950++ Cairo’s Kingdom 3,450++ 3,950++ Valencia Hermosa 3,300++ 3,700++ Glorious Athena 2,800++ 3,300++ Royal Siam 3,000++ 3,500++ ++value added tax and service fees
C. Spa
At Andanita Taj of Tagaytay, one can also enjoy the numerous spa services offered by the Green Mountain Spa. The spa specializes in Philippine-style hilot. It offers the following services: Swedish massage, foot reflex/spa, back massage and several types of body scrubs such as yoghurt scrub, Indian spice scrub, coconut and ginger scrub, oatmeal
scrub and milk and honey scrub.
A. HOUSEKEEPING DEPARTMENT
The hotel’s Housekeeping Department has four main functions, namely: cleaning and maintenance, training of its personnel, requisition and control of the necessary supplies and equipments and paper work schedule and reports. At Andanita Taj of Tagaytay, this division encompasses three sections: guestrooms, public areas, laundry/ linen room.
Organizational Structure
The Housekeeping Division at Andanita Taj of Tagaytay is under the management of the Officer-in-Charge of Administration. The OIC of Administration supervises the following Housekeeping personnel: Housekeeping Supervisor, Housekeeping Staff, Spa Treatment Attendant and the Laundry/Linen Attendant. The duties and responsibilities of the supervisory and rank and file personnel under the Housekeeping Division are discussed below:
Housekeeping Supervisor. The Housekeeping Supervisor of this establishment is responsible for conducting daily briefing and check on housekeeping staff attendance; proper grooming and dress code; preparation of daily staff work assignment; issuing or
receiving section keys; updating room status report at scheduled time; physical check for room discrepancies and reports such to the Front Desk; reporting necessary repairs required in guestrooms to the OIC of Operations; and ensures that daily cleaning routines are accomplished according to set standards.
Housekeeping Staff. The Housekeeping Staff is responsible for the daily cleaning of guestrooms, including corridors, floors, service areas, linen closet and offices. Other duties and responsibilities are as follows: report daily in complete uniform, pick up clean rags, rubbish bags and signs out key control logbook for the floor keys; ensure that there is a proper supply of cleaning materials and bring them to the designated area; control proper usage of cleaning supplies; service all occupied rooms; and perform pick-up cleaning in vacant rooms..
Spa Treatment Attendant. The Spa Treatment Attendant of the establishment is responsible for catering to the different spa needs of the guests and clienteles. She is
SHIELDEE ROSANES Admin-OIC, Hotel, Restaurant &Spa Sonia Saronio Spa Treatment Attendant Michelle Arcayos Housekeeping Staff
expected to report daily to the front desk to be updated on new guests arrivals and walk-in requests for spa services; and monitors/controls usage of spa supplies
Laundry/Linen Attendant. The Laundry/Linen Attendant’s responsibilities include sorting, counting, washing, drying, pressing and minor repairs, if necessary, on linens used in the establishment; issuing linens to the different divisions/sections of the establishment; and perform special laundry request for guests if needed.
The organizational structure of the Housekeeping Division of Andanita Taj of Tagaytay is shown in Figure 6.
Esmeralda Llanderal Housekeeping Supervisor
Laundry/Linen Attendant
Figure 6. Organizational structure of the Housekeeping Department of Andanita Taj of Tagaytay
Operations Systems and Procedures
Hotel Logbook. Any information necessary to accomplish any operation/work is logged down in the House Logbook. This will include telephone messages or assignments that needs attention. Endorsement to the staff of the next shift is also recorded. Losses by guests are also noted down and relayed to front desk. Peculiar or unusual incidents/problems encountered may also be recorded in the logbook.
Linen Control Sheet. This form serves as an internal control tool for the room attendants when they make up guestrooms and change linen and when guests requests for additional set of linen. This way, the Rooms Supervisor will be able to keep track of losses
in a particular room and this shall be reported to the front desk who will in turn charge the losses to the guest’s account.
Laundry Report. Issuance and deliveries of soiled and clean linens are listed in this form. The report shall be prepared by the Laundry/Linen Attendants.
Laundry List. Usually given upon request of guests for laundry services, guests fill up this form when his soiled personal items are issued to housekeeping for laundry. Items are properly checked as to its conditions and number of pieces.
Purchase Order Form. This form is used when requisitioning for supplies. The division/section cashier approves those covered by petty cash, while those needing voucher are approved by the OIC of either Administration or Operations.
Cleaning of Check-Out Room:
Place cleaning tray directly in front of door or room so that the entranced is blocked completely. This will prevent entry of unauthorized persons while cleaning.
Open drapes and windows (if, any) all the way to ventilate the room. Turn off switch or air-conditioning when room is open.
Check room carefully for articles that may have been left by guests and turn over to front desk.
Gather soiled towels from the bathroom. Strip linen from bed.
Bring fresh linen to the room. Make the bed.
Dust and set the bedroom in order.
Sweep and vacuum the carpet; polish tiles floorings.
Check-on lights, air-conditioning unit and television unit if functioning.
Make a final inspection then lock the door securely.
Facilities and Equipment
The Housekeeping Division is equipped with the following: cleaning trays, vacuum cleaner, floor polisher, washing machine and dryer, presser, pails, mops, broom, garden hose, flashlights, emergency lights, garden tools and supplies and cabinets.
Manpower
The staff work in two shifts, day shift and night shift. Day shift is at 7:00 a. m until 7:00 p. m. while night shift is at 7:00 p. m until 7:00 a. m.
Work Atmosphere
The offices and storeroom are small but clean. It is also brightly lighted. However, some of the staff have multiple perform multiple tasks in the establishments different sections that result to overworked staff that often complain. And since some of the staff are assigned to do work in areas that are not within their areas of expertise or where they have very little training, the work output is sometimes mediocre and needing much improvement.
Use of Material Resources
The supplies and materials used in performing several housekeeping tasks were monitored and controlled. Requisitions and delivery of supplies are properly recorded in the logbook and signed by the requesting, receiving and issuing staff.
Strengths
It is apparent to the student-trainee that one of the main factors affecting full occupancy of the hotel rooms was the Indian-Mediterranean styled accommodation which is the only one of its kind in the area. The Indian-Mediterranean inspired cuisine offered by the restaurant is also a welcome change for diners used to Filipino-style dishes offered by nearby high-end dining establishments.
Improvement Areas/Weaknesses
Guests’ complaints were frequent and were usually about delayed delivery of services. Some of the hotel staff lacked proper training in the tasks they were assigned to perform. The unspecified work designation of the housekeeping staff resulted to complains
of overworking among employees.
Recommendations
An analysis of the strengths and weaknesses of the Housekeeping Department resulted in the formulation of the following recommendations: (1) the management should hire additional personnel to handle the different sections of the establishments; (2) the staff should undergo training to further improve their skills and knowledge about hotel service; and (3) the manager should consider conducting seminars and training about guest relations.
B. FRONT DESK
The Front Desk’s function is reception and reservations. Other related functions include guests’ assistance, information center and communication and coordination center of the different sections of the hotel. The Front Desk is also responsible for making the guests feel welcome and well attended to.
The Front Desk Supervisor heads the Front Desk section of the hotel, restaurant and spa. Under her supervision is a Cashier. The Front Desk Supervisor is in charge of
supervising and controlling the Front Desk personnel and activities; informing the General Manager of the day-to-day operations of the hotel; and monitoring the grooming and wearing of uniforms of Front Desk personnel and all Room Attendants.
The facilities and equipment at the Front Desk include a computer, a calculator, cabinets, key rack, chairs, telex machine, PEBX system, letter holder and telephone.
The Housekeeping service staff is responsible for maintaining the cleanliness and orderliness of the Front Desk area.
C. FINANCE/PURCHASING
The Finance and Purchasing units at the Andanita Taj of Tagaytay operates under one section and is managed by the OIC of Operations for Hotel and Restaurant. This section handles all planning, organizing directing and monitoring of the financial and purchasing activities of the establishments.
The Finance unit performs financial activities such as cash flow balances, disbursements, establishing operating expenses, preparation of payroll and other compensation of personnel.
The Purchasing unit operates using a centralized system of bulk buying to save on costs and other expenses. Quotations are obtained and solicited from authorized vendors and suppliers on a daily, weekly and/or monthly basis depending on the kind of product. The unit employs a purchaser/canvasser who conducts actual check up on products requested and delivered. The quotation obtained are entered on a quotation sheet to provide a ready comparison of prices. All purchase orders are documented in triplicate for recording and file.
The Finance/Purchasing section of the establishment is equipped with the following: office desks, chairs, computer and printer, filing cabinets, telephone with NDD/IDD facilities, printing calculator, cash registers and electric fan.
The office of the Finance/Purchasing section is maintained by the Housekeeping service staff on a daily basis.
RESTAURANT
PHASE
MASSIMO’S RISTORANTE ITALIANO
Name and General Location
Name : Massimo’s Ristorante Italiano
Address : Royal Pines Administration Building at J. P. Rizal Road, Tagaytay City, Cavite
Massimo’s Ristorante Italiano is accessible via Sta. Rosa exit, via Coastal Road and via Carmona exit from South Superhighway. Located at a residential/commercial village in Tagaytay City, the place sits around verdant greeneries and abundant flora showcased in Tagaytay City’s cool climate.
The location map of Massimo’s Ristorante Italiano is shown in Figure 7 and Appendix N shows the restaurant’s logo.
Vision and Objectives
The vision of Massimo’s Ristorante Italiano is to be among the most sought after specialty restaurant dishing out authentic Italian dishes in the country. Its objective is to provide quality product and services appropriate to meet the expectation of the customers
Figure 7. Location map of Massimo’s Ristorante Italiano, Royal Pines Subdivision, J. P. Rizal Road, Tagaytay City, Cavite
Ownership and Management
Massimo’s Ristorante Italiano was named after the restaurant owners’ son, Massimo. Owners Chito and Hazel Galvez have been engaged in the food service business for a long time. Massimo’s Ristorante Italiano is only one of their three restaurant enterprise. There is also Cliffhouse, a fine dining restaurant located also in Tagaytay City and Burger Bar by Massimo’s, which is now famous for its Wagyu Burger.
CHITO GALVEZ General Manager HAZEL GALVEZ F & B Manager/Executive Chef
Organizational Structure
Massimo’s Ristorante Italiano is a family owned and managed business. Chito Galvez is the restaurant’s appointed General Manager while his wife, Hazel Galvez, is the Food and Beverage Manager and Executive Chef.
The following are the duties and responsibilities of the managerial staff of the establishment:
General Manager. The General Manager handles the finance, sales and marketing and human resource needs of the restaurant. He is in charge of planning, directing and implementing company policies regarding administration and operation.
Food and Beverage Manager. The Food and Beverage Manager, in this case, also the restaurant’s Executive Chef, is in charge of the overall management of the kitchen, purchasing, banquet and catering service, bar service, dining service and food production.
Both the General Manager and the F & B Manager oversee the purchasing activities of the establishment. The organizational structure of Massimo’s Ristorante Italiano is shown in Figure 8.
ANNE CLAIRE PERIDO
JOCELYN NICOR Asst. Cook JERIC PUNZALAN Cook FRANCISCO TIBIC Asst. Cook Steward
Figure 8. Organizational structure of Massimo’s Ristorante Italiano, Royal Pines Subdivision, J. P. Rizal Road, Tagaytay City, Cavite
Outstanding Characteristics of the Establishment
Massimo’s Ristorante Italiano is one of the only few restaurants in Tagaytay City offering genuine Italian dishes. Prices of products and service charges are between that of high-end dining establishments and local restaurant chains, making the items on the menu affordable to a larger segment of the community.
The restaurant also creates, prepares, cooks and bakes their own home made selection of dishes, breads, pastries and ice creams that are still distinctly Italian because the ingredients used are the same as those in Italian recipes. What’s more, these ingredients, mostly spices and greens, are grown right in their very own backyard.
Canvasser/ Purchaser JOSEPHINE MADRONA Sous Chef DAVID VIGAN Captain Waiter
The inviting and comfortable dining areas set in the cool climate of Tagaytay City is also a welcome change from the cramped and noisy dining places located at malls in metro cities.
The interiors of the dining area are done in wood and brick. Droplights and chandeliers providing a cozy dining experience to guests. The is bar well-stocked with wines and liquor that complements the Italian menu.
A. FOOD AND BEVERAGE DEPARTMENT
The Food and Beverage Department is the heart of every restaurant business. A food establishment will reap the desired profit only if customers continue to patronize the different kinds of food that they offer and appreciate the service that goes with it. Hence, products and services go hand in hand in creating a successful business venture.
HAZEL GALVEZ F & B Manager/Executive
Chef
Organizational Structure
The Food and Beverage Department at Massimo’s Ristorante Italiano has five functions, namely: purchasing, banquet and catering service, bar service, dining service and food production.
The Food and Beverage Manager heads this Department. The F & B Manager of this restaurant is also its Executive Chef. She supervises the following kitchen and dining staffs: the Sous Chef, Captain Waiter, Waitress/Cashier, Canvasser/Purchaser, Assistant Cook, Cook and Steward.
The organizational structure of the Food and Beverage Department of Massimo’s Ristorante Italiano is shown in Figure 9.
