Joy Final Narrative

INTRODUCTION

One of the requirements of fourth year students taking up Bachelor of Science in

Hospitality Management and Tourism (BSHMT) program at the City College of

Tagaytay (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.

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

competent employees and instructors, to impart know-how and develop certain phases of

an individual’s academic and practical knowledge and skills, discipline and social

behavior.

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,

the Hospitality Management and Tourism program at the City College of Tagaytay

included the curriculum HMT 12 (Practicum), designed for on-the-job training to prepare

the students for future work in the hospitality industry.

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 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 total of 400 hours of on-the-job training.

HOTEL PHASE

2

TAAL VISTA HOTEL

Name and General Location

Official Name: Taal Vista Hotel

Address: Kilometer 60 Aguinaldo Highway Tagaytay City,Cavite, Philippines

Historical Background

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

wanted the government to buy enough land to provide for infrastructure and amenities.

He suggested to the management of The Manila Hotel to build a lodge along the ridge

and in 1937, Taal Vista Lodge was built.

At the Taal Vista Lodge, Pres. Quezon held cabinet meetings and important

guests such as heads of states, high ranking government officials and celebrities were

accommodated. However, during World War II, the Japanese officers used the lodge as

quarters.

Taal Vista Lodge became renowned as the leading tourist attraction in Tagaytay

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 alley, a golf course, a billiard hall and a horse back riding area beside the lodge.

3

But like any other establishment, it went through rough times, passing through

different owners and management. From 1975 to 1984, the Resort Hotel Corporation

(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.

4

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.

5

FROM MANILA VIA COASTAL ROAD

FR

OM

MA

NIL

A

TAG

AY

TAY

MA

RK

ET

BG

Y. S

AN

JO

SE

AGUINALDO HIGHWAY

CASINO FILIPINO

CR

OS

SIN

G S

ILA

NG

SOUTH SUPER HIGHWAY

STA. ROSA EXITTOLL GATE

TAAL VISTA

HOTEL

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

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.

6

Figure 2. Organizational structure of Taal Vista Hotel.

GENERAL MANAGER

ASSISTANT GENERAL MANAGER

FRONT OFFICESUPERVISOR ROOMS DIVISION

MANAGERFOOD &

BEVERAGEMANAGER

MARKETING & SALES

MANAGER

ACCOUNTINGMANAGER

HUMAN RESOURCESMANAGER

SECURITYSUPERVISOR

FRONT DESK STAFF

EXECUTIVE HOUSEKEEPER EXECUTIVE

CHEF

SERVICE SUPERVISOR

KITCHEN STAFF

ACCOUNT EXECUTIVES

CONFERENCE COORDINATOR

FINANCE STAFF

STOREROOM STAFF

CASHIER

RECRUITMENT STAFF

PAYROLL STAFF

SECURITYOFFICERS

ROOMS DIVISIONSUPERVISOR ASST. SOUS

CHEF

CAPTAIN WAITER

BARTENDERSWAITERS

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

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

8

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.

9

Rooms, Amenities, Facilities and Outstanding Characteristics of the Establishment

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.

10

C. Business Center

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.

FUNCTIONROOMS

DIMENSIONS THEATRE CLASSROOMU-

SHAPEBLOCK BANQUET COCKTAIL

SAMPAGUITA BALLROOM

32m x 20m 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

ROSAL 1 8.06m x 9.7 m 90 54 25 30 30 50

ROSAL 2 8.06m x 7.6 m 60 36 20 24 30 40

GUMAMELA 8.06m x 7.6 m 60 36 20 24 30 40

JASMIN 8.06m x 5.22m 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

11

stand, paper pencils and dance floor.

The Sampaguita Ballroom is shown in Appendix J.

E. Recreational Facilities

The hotel boasts of the following recreational facilities: a 4 feet x 7 feet

swimming pool, a soothing Ylang-Ylang Spa offering a full-range of spa services, an air-

conditioned kiddie room, a well-equipped gym room, a game room with billiard tables

and dart boards and a specialty shop (Dibuho) where guests can buy locally made

souvenir items.

F. Outstanding Features

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

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

feature is shown on Appendix K.

A. HOUSEKEEPING DEPARTMENT

12

The primary function of the Housekeeping Department is the monitoring,

cleaning and maintenance of the areas, facilities, materials and supplies under its

supervision. At Taal Vista Hotel, this department encompasses three divisions, namely:

Public Areas, Rooms and Floors.

Areas of Concern


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

staff. The duties and responsibilities of the Housekeeping Department personnel are as

follows:

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.

Executive Housekeeper. The Executive Housekeeper prepares yearly budget for

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;

prepares organized special cleaning and projects; and conducts daily briefing and check

on staff attendance, proper grooming and dress code.

Housekeeping Supervisor – Rooms. The Housekeeping Supervisor – Room

Section conducts daily briefing and check on staff attendance, proper grooming and dress

code; prepares daily room attendant’s work assignment; issues or receives section keys,

and ensures that logbook is filled-up; updates room status report at scheduled time;

13

physically 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 standards.

Housekeeping Supervisor – Public Area. The Housekeeping Supervisor of the

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 immediately acts upon guests requests and complaints.

Laundry Supervisor. The Laundry Supervisor is in charge of washing mattresses,

bed covers, bed sheets, pillow covers, linens, etc. She also maintains linen inventory

control as well as laundry materials and supplies control.

Room Attendants. Room Attendants are in-charge of maintaining the set-up on

the 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 according to standard; inspect and clean the facilities, furniture and fixture and

report anything that requires repairs; fill up room status report accurately; attend to guests

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 or damaged hotel property, and lost and found items; clean and maintain service

pantries and corridors; maintain the per stock level of guest supplies and linen in

respective pantries; check mini-bar set up and consumption and refill; provide turn-down

service according to standards; and assist in the physical inventory of linen.

14

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.

15

ROOMS DIVISION MANAGER

EXECUTIVE HOUSEKEEPER

ASST. EXEC. HOUSEKEEPER

HOUSEKEEPING SUPERVISOR –

ROOM SECTION

HOUSEKEEPING SUPERVISOR –PUBLIC AREA

LAUNDRY SUPERVISOR

ROOM BOYHOUSEMAN ROOM

ATTENDANTS.

PUBLIC AREA ATTENDANTS

Figure 3. Organizational structure of the Housekeeping Department, Taal Vista Hotel

16

LAUNDRY ATTENDANTS

LINEN ATTENDANTS

Operations Systems and Procedures

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 piecesEnvelope - 2 piecesService Directory- 1 pieceSewing kit - 1 piece

The waste basket must be placed underneath the dresser table.

The chair is placed 6 inches starting from the dresser table.

17

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.

18

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 lotion1 bottle of shampoo 1 bath foam1 bottle of conditioner 1 bottle of moisturizer 1 after shave 2 pieces face towel folded accordingly1 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 supplies.

19

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.

20

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.

21

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.

22

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.

23

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.).

24

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.

25

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.

The Housekeeping staff does all cleaning activities.

26

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.

27

ANDANITA TAJ OF TAGAYTAY


Name : Andanita Taj of Tagaytay; also known as Andanita Lakeview Hotel and Coffeeshop

Address : 5059 Aguinaldo Highway Laurel, Tagaytay City, Cavite

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

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.

Buses going to and from Batangas, Cavite and Manila traverse through Aguinaldo

Highway 24-hours everyday making Andanita Taj of Tagaytay accessible even to

backpackers and seasoned travelers.

A hotel, restaurant and spa in one, this establishment offers a view of Tall volcano

and Taal lake. Its also the only 24-hours Indian-Mediterranean inspired venture in

Tagaytay City.

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.

28

Figure 4. Location map of Andanita Taj of Tagaytay, 5059 Aguinaldo Highway, Laurel,Tagaytay City, Cavite.

Vision and Mission

Andanita Taj of Tagaytay is the realization of the founders' dream of creating a

niche in Tagaytay's hotel and restaurant industry. The founders of Andanita Taj of

Tagaytay thought that the area lacks a better standard yardstick.

29

ANA MARY M. OLOGPresident/ COO

N.B. LEWISGeneral Manager

The vision of Andanita Taj of Tagaytay is to be the most excellent 24-hour

Indian-Mediterranean hotel, restaurant and spa in Tagaytay City.

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 environment rendered with respect, trust, integrity and loyalty.

Ownership Management

The owner and Chief Operating Officer of the Andanita Taj of Tagaytay is Ana

Mary M. Olog. Derived from the name of her parents-Andy and Anita, Andanita Taj of

Tagaytay means excellent goods and services amidst exotic hotel ambiance, unique

dining and spa experience.


To facilitate the implementation of its company goals and objectives, Andanita

Taj of Tagaytay has a formal organization depicting different chains of command from

management, supervisory to staff level. The organizational structure of the establishment

is shown in Figure 5.

30

ANN MURRIELInternal Auditor

SHIELDEE ROSANESAdmin-OIC, Hotel, Restaurant &Spa

JERRY MACARIOLAOperations-OIC, Hotel

& Restaurant

KRISTINE SANTOSMarketing

Supervisor/Front Desk Supervisor

Mary Grace TuazonCashier/Restaurant

Attendant

Ronualdo QuardianaExecutive Chef

Esmeralda LlanderalHousekeeping

Supervisor/Cashier

Chona Luz NovenoBeverage/Restaurant

Attendant/Cashier

Ronnie TuazonRestaurant Attendant

Mark Lester SariolaKitchen Assistant

Marites CuadraKitchen Assistant

Adelina FenomenaDishwasher

Laundry/Linen Attendant

Account Executive

Security Officer

Front Desk CashierMichelle Arcayos

Housekeeping Staff

Sonia SaronioSpa 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.

31

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

32

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.

33

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.

Table 2. Official room rates per day at Andanita Taj of Tagaytay.

34

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.

Areas of Concern

35


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

36

SHIELDEE ROSANESAdmin-OIC, Hotel, Restaurant &Spa

Sonia SaronioSpa Treatment

Attendant

Michelle ArcayosHousekeeping 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.

37

Esmeralda LlanderalHousekeeping

Supervisor

Laundry/LinenAttendant

Figure 6. Organizational structure of the Housekeeping Department of Andanita Taj of Tagaytay


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

38

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.

Clean the bathroom.

39

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.


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.

40


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.

41

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

42

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.

43

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.

44

RESTAURANT PHASE

MASSIMO’S RISTORANTE ITALIANO

45


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 while ensuring optimum profit to the owners.

46

Figure 7. Location map of Massimo’s Ristorante Italiano, Royal Pines Subdivision, J. P. Rizal Road, Tagaytay City, Cavite

47

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.


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.

48

CHITO GALVEZGeneral Manager

HAZEL GALVEZF & B Manager/Executive

Chef

JOCELYN NICORAsst. Cook

JERIC PUNZALANCook

FRANCISCO TIBICAsst. Cook

Steward

Figure 8. Organizational structure of Massimo’s Ristorante Italiano, Royal Pines Subdivision, J. P. Rizal Road, Tagaytay City, Cavite

49

Canvasser/Purchaser

JOSEPHINE MADRONASous Chef

ANNE CLAIRE PERIDOCashier

DAVID VIGANCaptain Waiter

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.

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.

50

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.

Areas of Concern


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.

51

HAZEL GALVEZF & B Manager/Executive

Chef

Figure 9. Organizational structure of the Food and Beverage Department of Massimo’s Ristorante Italiano.

52

Canvasser/Purchaser Josephine Madrona

Sous ChefDavid Vigan

Captain Waiter

Jocelyn NicorAssistant Cook

Francisco TibicAsst. Cook

Steward Jeric PunzalanCook

Ronaly VillaWaitress/Cashier

The duties and responsibilities of the managerial, supervisory and service staffs in

the F & B Department are as follows:

Food and Beverage Manager/Executive Chef. The Food and Beverage Manager

of this establishment is also its Executive Chef or Chef de Cuisine. She is in complete

command of the kitchen and dining and directs the entire operation of these sub-units.

Specifically, she is responsible for menu planning, preparation, quantifying and

production; delegating responsibilities to all cook under her; assisting the General

Manager in the food and beverage purchasing activities; pricing of food and beverage

products; overseeing the delivery of service; formulating and implementing measures to

control losses and wasteful preparation, production and consumption; and conducting

performance evaluation of all kitchen and dining personnel.

Sous Chef. The Sous Chef is the deputy in-charge of the kitchen. She carries all

the instructions of the Executive chef and delegates the responsibilities of all cooks under

her. She also takes over the position of the Executive Chef in her absence.

Assistant Cook. The Assistant Cook takes charge of the kitchen section assigned

to him or her. His/Her duties and responsibilities include the following: assisting the

Executive Chef and Sous Chef making various dishes at all times; and preparation of

pastry, sweets, cakes and breads; preparation and cooking of appetizers, soups, sauces

and pastas.

Cook. The Cook provides overall assistance in the kitchen for those whose ranks

are higher than him. He performs duties that may be assigned to him by any of his four

(4) superiors.

53

Captain Waiter. The Captain Waiter is tasked to inspect the food and beverage

areas; coordinates the food service function; designs and implements dining room and

banquet procedures; evaluates the performance of his staff and reports the same to the

Food and Beverage Manager; and monitors and control food service costs.

Waitress/Cashier. The establishment employs one regular waitress who also acts

as the Cashier. She is tasked to help the Captain Waiter in taking customers’ orders,

serve food and beverages, and accept payment. It is also her responsibility to completely

prepare the appropriate serving equipment, ensure the cleanliness and maintain the proper

arrangement of chinaware, glassware and cutleries placed in the dining areas.

Steward. The Steward is responsible for keeping the kitchen clean. His duties and

responsibilities are as follows: cleaning back of restaurant, storeroom and kitchen area;

maintaining clean glassware, china, cutlery, kitchen tools and utensils; inventory of

cleaning supplies and chemical stock; and sanitation of equipment, dining areas and all

kitchen equipment and machineries.


The staff at the Food and Beverage Department of the establishment follows

standard operating procedures according to restaurant’s policies and procedures.

General Policies:

1. The staff should wear proper uniform when on duty which include

white long-sleeved polo shirt, black pants and black shoes.

2. No beepers or cellular phones are allowed to staff while on duty.

3. The hair of any dining staff must be styled with ears showing.

54

4. The staff must be familiar with the proper setting of dining tables

and proper layout of the dining area.

5. The staff must learn specific characteristics of the foods and beverages offered

by the establishment.

6. Staff must greet guests immediately when they enter the restaurant and ask

them courteously how many persons will occupy the dining table.

7. Menu will be handed to the guests when they are already seated.

8. Staff at the restaurant must answer phone calls within three rings.

9. When taking customer’s orders, the staff must repeat the orders for

confirmation.

Sequence of Table Service:

1. Welcoming/greeting guests/diners.

2. Escorting guests/diners to their tables.

3. Seating the guests.

4. Offering before drinks.

5. Serving drinks/water.

6. Presenting the menu.

7. Taking food order.

8. Placing orders to the kitchen.

9. Completing table set-up.

10. Picking up/assembling orders.

11. Serving food according to the restaurant’s standard.

12. Clearing of table.

55

13. Offering of dessert.

14. Serving dessert.

15. Offering or serving after dinner drinks.

16. Presenting/settling of guest’s/diner’s check.

17. Bidding goodbye and thanking guests/diners.

Banquet/Catering Booking Procedures:

1. Inquiries and bookings for banquet are to be entertained by the Captain Waiter

and endorsed to the General Manager or Food and Beverage Department

Manager.

2. Clients are made to choose from pre-designed menu packages.

3. Booking follows where all information regarding the event shall be

recorded/documented to avoid mistakes.

4. Client briefing regarding the provision of contract follows.

5. After the down payment or payment is received, the General Manager issues a

receipt.

6. After negotiations are finalized, the Captain Waiter shall prepare and circulate

function order to all concerned. Copies of the event will be distributed to all

kitchen and dining staff and canvasser/purchaser.

7. In case of cancellation or adjustments, a memorandum shall be circulated

using an appropriate adjustment form. A cancellation fee of 20% of the

minimum guarantee is charged to the client if the cancellation is done a day or

on the day of the event.

56

Bar Service Procedure:

1. Bar Preparation. The assigned staff must check on the cleanliness and

condition of the bar counter and bar storage area. Before opening the bar, the

staff he must see to it that perishable drinks are refrigerated, there are ice in

ice bins, fruits for garnishing are ready, glasses and other equipment are clean

and ready, alcoholic beverages are properly displayed and the bar is clean and

properly set-up.

2. Bar Set-up and Closing. After the bar is opened, all the materials, supplies and

equipment are prepared accordingly. In closing the bar, all materials, supplies

and equipment must be in their proper place and/or are stored. The whole area

must be cleaned and dusted.


The use of suitable production and service equipment, tools and supplies is vital

to the success of food business.

The chinawares used at the establishment include the following: fish plate, plate

underliner, soup bowl with plate underliner, salad bowl, monkey dish, bread plate, pasta

plate, cups and saucers, platter, sauce boat, salt and pepper shakers, soup tureen, supreme

bowl with show plate underliner, sugar/cream containers and coffee/tea pot.

The silverwares include fish knife, cocktail fork, soup spoon, salad knife/fork,

dinner knife/fork, steak knife, serving spoon/fork, bread knife or butter spreader and

teaspoon.

57

The glasswares iused in the restaurant include the following: water goblet, wine

glass, cocktail glass, soda glass, flute, smoothie glass, sherbet and footed glasses and all

purpose glasses.

The machineries, equipment and utensils used in food preparation, production and

service are the following: coffee maker, microwave oven, refrigerator, chest-type freezer,

double-door freezer, ice cream maker, electric mixer, electric meat slicer, ham slicer,

deep fryer, blender, gas range/oven, knives, cleavers, turners, ladle, food processor, salad

spinner, pots and pans, wine bucket, bottle opener, corkscrew, water pitcher, napkin

holder, chopping board, strainer, measuring cups/spoons, double boiler, colander, baking

sheet/tray, service station, glass rack, cutlery rack, plate rack, bar trays and stirrer.

Manpower

At the F & B Department, the Executive Chef’s schedule starts from 9:30 a. m. to

3:00 p. m. The rest of the kitchen and dining staffs work in two shifts: first shift iis from

9:30 a. m. to 3:00 p. m. and second shift is from 3:00 p. m to 10:00 p. m. The Captain

Waiter makes the work schedule for the dining section staff monthly. The Sous Chef

makes the work schedule for the kitchen section staff also on a monthly basis.

Work Atmosphere

A friendly working atmosphere is evident at the Food and beverage department of

this restaurant. The kitchen and dining is manned by professional workers who seemed

dedicated to their work. The staff also showed much respect to the owners of the

establishment.

58

Fluorescent bulbs were used to light the areas; the temperature is slightly warm in

the kitchen but cozy and comfortable in the dining areas. The flooring is made of red

Vigan tiles that is not only rustically beautiful and conforms to the look of the restaurant

but is also safe to walk on and easy to clean.


The Food and Beverage Service Department do not have forms, tags and other

forms of recorded control measures such as bin cards, request form, quotation slip and

turnover forms. A bi-monthly inventory of both the perishable stocks is conducted while

the inventory for non-perishable stocks is done on a monthly basis.

Machineries and equipment used in this department were regularly maintained

and checked for defects by an on-call mechanic/technician to avoid breakdowns and

delays in production and operation.

Strengths

The strategic location of the restaurant can be considered as one of the strength of

Massimo’s. Customers not only from Cavite, but also from Manila, Batangas and Laguna

can reach the place from several point of entry/exits.

A friendly and complementary working relationship existed both at the kitchen

and dining sections of the F& B Department. The staffs of this department are respectful

and well trained to deal with guests from all walks of life. They are efficient workers and

do not complain even if the task assigned to them is clearly not in their job description.

The facilities are also large enough and complete to meet demands in case of

sudden surge of guests or banquet functions involving many guests.

59

Weaknesses

The lack of manpower in both the dining and kitchen is only evident during peak

days, which is on Saturdays and Sundays. However, this was resolved by contracting on-

call service staff who had been rendering service to the restaurant for quite sometime.

Pilfering of supplies was also reported. This may be because there is no proper

system followed when getting or returning stocks from the stockroom/storeroom.

Recommendations

An analysis of the strengths and weaknesses of the restaurant revealed the

following suggestions/recommendations: (1) the management should create a system

regarding the taking and returning of supplies/materials in the stockroom/storeroom; (2)

the management should implement their policies of using forms where transactions

should be recorded in duplicate; and (3) the management should consider hiring

additional service staff both in the kitchen and dining sections of the department.

These recommendations will not only save costs but will also make the work

more efficient and facilitate an ever better monitoring of the restaurant’s the day-to-day

operations.

60

LEARNING EXPERIENCES

The on-the-job training of the student-trainee was divided into two phases,

namely: the restaurant phase and hotel phase. The student-trainee’s restaurant training

was conducted at Massimo’s Ristorante Italiano in Tagaytay City, where she completed

200 hours of on-the-job training from January 07 to February 02, 2008. For hotel phase,

the student-trainee conducted her on-the-job training at two hotels in Tagaytay City,

namely: Andanita Taj of Tagaytay where she rendered 100 hours of hotel training from

February 15 to March 01, 2008 and at Taal Vista Hotel, where she also rendered 100

hours of hotel training from April 12 to 18, 2008.

At Massimo’s Ristorante Italiano, the student-trainee rendered work both in the

dining and kitchen sections of the restaurant. Some of the work she did included the

following: setting-up the table; receiving and serving guests; taking guests’ orders; and

dishing out and bussing out activities.

At the kitchen section, the student-trainee was taught how to make coffee

concoctions like cappuccino, Jelato or ice cream, the house salad, and simple beverages

like fresh dalandan and iced tea. She helped in dishwashing activities when there are only

a few guests at the restaurant.

The on-the-job training at Andanita Taj of Tagaytay, took place mostly at the

Housekeeping Department of the hotel. The housekeeping activities assigned to her

included the following: cleaning of guestrooms and comfort rooms; sweeping the hallway

area; change the beddings; replenish supplies for rooms such as towels and toiletries; and

respond to guests’ requests for additional supplies when prompted by regular attendants.

61

The on-the-job training at Taal Vista Hotel was also conducted at the

Housekeeping Department. At this hotel, the student-trainee was able to assist the regular

staff and/or perform housekeeping activities on her own under the supervision of a Room

Attendant. At the hotel, she was assigned to do the following housekeeping activities:

assist the room attendant in picking up in vacant rooms and cleaning of assigned areas;

clean guestrooms according to hotel procedures; change beddings; take out trash;

replenish the mini-bar and coffee-making facility’s supplies; and vacuum the floorings.

The student-trainee’s photo documentation is shown in Appendix P.

62

CONCLUSION

The student’s on-the-job training was conducted at three establishments in

Tagaytay City, Cavite, namely: Taal Vista Hotel, Andanita Taj of Tagaytay and

Massimo’s Ristorante Italiano, from January 2007 to April 2008.

The conduct of on-the-job training at these establishments developed the

hospitality management knowledge and skills the student gained in classroom setting.

Furthermore, it enhanced her social skills and her ability to face and cope with problems

arising from work-related situations.

As the student-trainee performed the different tasks assigned to her and dealt with

all sorts of people, she was also provided with valuable insights regarding the hotel and

restaurant industry. She learned to appreciate every little detail that goes on in making

even a simple dish presentation and the hard work that employees put to fold and tuck the

sheets into the corner of beds.

It can be concluded, therefore, that on-the-job training is the most excellent way

of applying and testing the theoretical information learned in school. It is also the best

way to prepare students for their future employment in the industry.

63

BIBLIOGRAPHY

Book:

Gray, W. S. and Salvatore C. Liquori. 2002. Hotel Management and Operation. Prentice-Hall, Inc., Englewood Cliffs, New Jersey 07362.

Websites:

Taal Vista Hotel’s Season Blast. Date Retrieved: June 4, 2008. http://www.taalvistahotel.com.

The Hotel & Coffeeshop: Taj of Tagaytay New and Expanded. Date Retrieved: June 4, 2008. http://andanitatajtagaytay.multiply.com/photos/album/45/.

Wagyu Burger !. The Best Burger in Tagaytay. Date Retrieved: June 4, 2008. http://www.massimosristorante.blogspot.com/

64

http://andanitatajtagaytay.multiply.com/photos/album/45/

http://www.taalvistahotel.com/

APPENDIX A

ON-THE-JOB TRAINING RESUME

65

MARTINEZ, MARY ANN JOY CASALME14 Castaños Lejos, Gen. Emilio Aguinaldo, CaviteMobile No : 0921-7434732

Educational Background:

COLLEGE 2004 - 2008 Bachelor of Sciencein Hospitality Management and TourismCity College of TagaytayTagaytay Centrum, Tagaytay City, Cavite

SECONDARY 2000 – 2004 Tagaytay City Science National High SchoolSungay West, Tagaytay City

PRIMARY 1994 – 2000 Tagaytay City Central SchoolSungay West, Tagaytay City

Seminars Attended:

Pre-On-the-Job Training Program SeminarMahogany Hotel, Tagaytay City, CaviteNovember 28, 2007

Housekeeping and Resort Tourism ManagementHerbies Mansion, Subic Bay Metropolitan AuthorityOctober 26, 2007

Tour Guiding and Hands-On ActivityHerbies Mansion, Subic Bay metropolitan AuthorityOctober 26, 2007

Basic Tour Guiding and Resort FamiliarizationVilla Escudero, San Pablo, LagunaOctober 26, 2006

Wine Testing and Flair Tending SeminarTagaytay Sports Complex, Tagaytay City

Hotel Familiarization and Fedilio SystemDays Hotel, Tagaytay City

66

Personal Profile:

Age : 19Civil Status : SingleDate of Birth : July 30, 1988Place of Birth : ManilaNationality : FilipinoHeight : 5’2‘’

Character References:

Mr. Ricardo de GranoBarangay CaptainSungay East, Tagaytay CityMobile No : 0910-3920577

I hereby certify that the above information is true and correct to the best of my knowledge and belief.

_____________________

Mary Ann Joy C. Martinez Applicant

67

APPENDIX B

RECOMMENDATION LETTER

68

Republic of the Philippines

City College of TagaytayOffice of the College Dean

Tagaytay Centrum, Tagaytay CityTelephone/Fax : (046) 4130757 ; 4130672

December 8, 2007

MR. CHITO GALVEZGeneral ManagerMassimo’s Ristorante ItalianoRoyal Pines Subd., J. P. Rizal RoadTagaytay City, Cavite

Dear Sir:

Greetings in the name of our good Lord !

The Bachelor of Science in Hospitality Management and Tourism students will be having their On-the-Job Training where they are required to render 400 hours or apprenticeship, 200 hours of which will cover the restaurant phase of their training and the remaining 200 hours for the hotel phase of their training.

As part of our curriculum, this program aimed to help the students to be more oriented in various works pertinent to their course in preparation for their careers in the future.

In line with this, I am recommending MS. MARY JOY ANN C. MARTINEZ to conduct her on-the-job training at your establishment.

I hope that you could extend the required skills needed for her to be competitive in her chosen field of learning.

Very truly yours,

MRS. MA. CECILIA J. BIÑASPracticum Adviser

69

APPENDIX C

EVALUATION FORMS

70

71

72

73

APPENDIX D

CERTIFICATIONS

74

75

76

77

APPENDIX E

PRACTICUM TIME CARD/TIME SHEET

78

TAAL VISTA HOTEL PRACTICUM TIME SHEET

NAMESCHOOLDEPARTMENT

T A A L V I S T A H O T E LMANAGED BY FUEGO HOTELS & PROPERTIES

REGULAR HOURS SIGNATURE

Date(mm/dd/yy)

TIME IN

BREAK OUT

BREAK IN

TIME OUT

TOTAL HOURS

STUDENT

SUPERVISOR

HR REPRESENTATIVE

79

80

APPENDIX F

FACT SHEET/SAMPLE BROCHURE

81

82

T A A L V I S T A H O T E LMANAGED BY FUEGO HOTELS & PROPERTIES

APPENDIX G

LOGO OF TAAL VISTA HOTEL

83

APPENDIX H

GUESTROOMS AT TAAL VISTA HOTEL

84

Superior Room

85

Deluxe Room

Junior Suite

86

Royal Suite

APPENDIX I

FOOD & BEVERAGE FACILITIESAT TAAL VISTA HOTEL

87

Lobby Lounge

88

Viewing Deck

Café-on-the-Ridge

89

Bar-by-the-Lobby

APPENDIX J

FUNCTION ROOM AT TAAL VISTA HOTEL

90

Sampaguita Ballroom

91

APPENDIX K

OUTSTANDING FEATURE OF TAAL VISTA HOTEL

92

Hallway of the Ridge Rooms

93

APPENDIX L

ANDANITA TAJ OF TAGAYTAY COMPANY LOGO

94

95

APPENDIX M

FACADE OF ANDANITA TAJ OF TAGAYTAY

96

97

APPENDIX N

MASSIMO’S RISTORANTE ITALIANO COMPANY LOGO

98

99

APPENDIX O

PHOTO DOCUMENTATIONSTUDENT-TRAINEE

100

Joy Final Narrative

Documents

shieldee rosanes

massimos ristorante

francisco

royal pines

courtesy bottled

human resource

supports staff

official room