Hotel Practicum Report Tagaytay Country Hotel

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    Chapter I

    INTRODUCTION

    It is nestled in the heartland of Tagaytay where whiff of Cool Mountain

    breeze with a dramatic flora and fauna that envelope the place to maintain its

    country charm.

    It is a place where all your comfort is within reach from sports facilities,

    spa, to your shopping spree.

    Come and experience ... Tagaytay Country Hotel grandeur of nature

    and renowned dedication to its warmth and personalized service.

    Tagaytay Country Hotel is Operated by The Olivarez Group of

    Company and owned by former Major Pablo Olivarez of Paraaque, with 68

    rooms the hotel is rated as Standard Hotel by the DOT and 4 star hotel rate by

    the Philippine Travel and Tours Inc. for its amenities and services. Tagaytay

    Country Hotel is manage by Ms. Analyn Sio (Resident Manager).

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    Tagaytay City is considered as the "second summer capital" of the

    country next to Baguio City because of its crisp and cool weather climate,

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    balmy winds and foggy mists all year round. It is a treasure box of pleasure

    points by itself. It is a perfect picnic spot. Tagaytay, however, is more than a

    picnic haunt. The place has many congregational houses, retreat centers and

    most especially to Hotel accommodations wherein you can find a place, a

    haven under the sky - the splendour of "TAGAYTAY COUNTRY HOTEL".

    Thus, the masterpiece of nature that is Tagaytay is not to be missed for

    tourist itinerary. It should always include a visit to the Volcano Island

    enumerable side spots. Tagaytay City, located 2,500 feet above sea level,

    enjoys a cool climate characterized by a relatively low temperature, low

    humidity and abundant rainfall. Average temperature is 22.7 degrees Celsius.

    Tagaytay Country Hotel offers 68 elegantly designed guest rooms and

    function rooms with complete amenities and facilities that can accommodate

    500 to 800 persons.

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    HISTORY

    Tagaytay Hotel Country Hotel was owned by the Olivarez Family, Dr. R

    Olivarez, the president, Ms. Evangeline Olivarez-llas, the General Manger and

    Ms. Ephel De Leon Olivarez, the Operations Manager. It was founded on

    February 2000.

    Tagaytay Country Hotel was opened in 2002, named country inn and

    later was changed to Tagaytay Country Hotel in the year 2002. The Hotel has

    superior rooms, 11deluxe rooms, 20 studios, 1 suite and several function

    rooms, including the 350 El Caviteno ballrooms. All rooms are equipped with

    cable TV, mini bar, hot and cold shower, NDD/IDD telephone and individual air

    conditioning. Room rates from Php 2,300.00 to Php 5,000.00.

    The hotel has now been modified and expanded to their rooms and

    function rooms. There are sixteen rooms, one suite room, and fourteen deluxe

    rooms, 21 studios deluxe and 20 economy rooms, with a total of 72 elegant

    designed guest rooms with complete amenities and facilities. The hotel has a

    total of seven function rooms, while the amphitheater can accommodate 800

    persons. El Caviteno ballroom can be divided into three function rooms that

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    are Kawit, Imus and Rosario. Ballroom can accommodate up to 300 persons.

    Calabarzon can be divided into three smaller function rooms that are Cavite,

    Laguna and Batangas. Calabarzon can be flexible in set-ups to up to 150

    persons the smaller function rooms are also flexible for large group size.

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    MISSION & VISION

    To exceed our clients expectations by providing the best service and

    continuously aspire for excellence through hard work, diligence and respect

    towards our guest, the organization, its officials and workers.

    Olivarez plaza Tagaytay is the leading option tourist and visitors

    destination in Tagaytay City. We will be known for our exemplary service and

    commitment among the hospitality industries worldwide.

    OUTSTANDING CHARACTERISTIC

    Tagaytay Country Hotel is situated in the heart of Tagaytay business

    district center, a 45 minute drive from manila. Tagaytay Country Hotel is the

    right place to go for vacation, relaxation and be rejuvenated by amidst its

    flourishing flora and fauna setting.

    Tagaytay Country Hotel offers 68 elegantly designed guest rooms with

    complete amenities and facilities. The Country Hotel has 18 superior rooms,

    10 deluxe rooms and 24 studio rooms, 18 economy rooms and 1 suite room.

    All rooms are equipped with Cable TV, Mini Bar, Individual Air-conditioning

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    with Individual Control System, Telephone System connecting to Front Desk

    for NDD/IDD calls, Living Room Area, Hot / Cold Shower, Smoke Detector,

    Phone Lines and Clothes Lines.

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    Economy Rooms are designed for large group of guest witch features

    Double Deck Beds to meet the needs of the guest. The Studio Deluxe rooms

    are designed for family type which features a kitchenette and a bigger living

    room area for studio type of rooms.

    18 Superior Rooms

    21 Studio Deluxe Rooms

    10 Deluxe Rooms 18 Economy Rooms - Bunk

    1 Suite Bed

    Room Features Room Rates

    Rooms Single / Twin Occupancy

    Bed and Breakfast

    Superior RoomPhp 3,000.00

    Deluxe RoomPhp 3,900.00

    Suite RoomPhp 4,650.00

    Studio Deluxe RoomPhp 5,000.00

    Economy 2Php 3,000.00

    (Room good for 4 persons)

    Economy 3Php 4,500.00

    (Room good for 6 persons)Php 750.00 /per person

    Economy 4Php 4,800.00

    (Room good for 8 persons)Php 600.00 /per person

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    Economy 5Php 5,500.00

    (Room good for 10persons) Php 550.00 /per person

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    Restaurants

    Experience Country Food and desserts in a cozy countryside ambiance

    here at Country Caf it serves sumptuous International and native serving a

    combination of different types of cuisine, which expresses both light snacks

    and complete meals that will surely satisfy guest needs. Its operational hours

    are from 6am to 11 pm (Room Service also available during these hours).

    Caf Amadeo

    A right place were you can enjoy a European cozy outlook with your

    friends and family, drinking local coffee from Cavite and other variety of coffee

    blends along with your choices of pastries and desserts.

    La Costa Spa

    Comfort and pamper your body from head to foot. Invigorate your body,

    mind and soul as you relax your body with our variety of spa amenities such

    as aroma therapy bath, healing massage, sauna bath, and other relaxation

    treats like Facial Care, Body Treatment, Hand Care, Detoxification and Hair

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    care

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    Facilities

    Aside from the room amenities, Tagaytay Country Hotel offers the

    following facilities to its guests.

    Sports Facilities:

    1 Tennis Court

    2 Badminton Court

    3 Swimming Pool

    4 Open Basketball Court

    5 Indoor Basketball Court

    6 Billiard and Table Tennis

    7 Dart

    Other Facilities:

    1 Laundry shop

    2 Spacious parking lot

    3 Business center

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    4 Safety deposit box

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    LOCATION MAP

    Tagaytay Country Hotel is located within Olivarez Plaza along

    Aguinaldo Hi-way, the Business district of Tagaytay City 56 km travel from

    Manila to Tagaytay. The place is near view site at Tagaytay Rotonda, the hotel

    is beside Caltex at the right side of the map and across caltex is jollibee. Mc

    Donalds is the easiest land mark to find Olivarez plaza and Tagaytay Country

    Hotel.

    The left side of Emilio Aguinaldo highway leads to silang, dasmarinas

    and carmona,on the right side it leads you to rotonda an intersection that

    leads to tagaytay highlands and batangas.

    olivarez plaza also have a short cut at the back side leading to tagaytay

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    higlands. this place is also near a jeep ang van terminal, a few blocks away,

    across the street the plaza is also a bus stop going to silang, dasma and

    carmona.

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    HOTELS ORG. CHART

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    DUTIES AND RESPONSIBILITIES

    Managers are responsible for keeping their establishments efficient and

    profitable. In a small establishment with a limited staff, the manager may

    oversee all aspects of operations. However, large hotels may employ many of

    workers, and the general manager usually is aided by a number of assistant

    managers assigned to the various departments of the operation. In hotels of

    every size, managerial duties vary significantly by job title.

    TheGENERAL MANAGER, for example, has overall responsibility for

    the operation of the hotel. Within guidelines established by the owners of the

    hotel or executives of the hotel chain, the general manager sets room rates,

    allocates funds to departments, approves expenditures, and establishes

    expected standards for guest service, decor, housekeeping, food quality, and

    banquet operations. Managers who work for chains also may organize and

    staff a newly built hotel, refurbish an older hotel, or reorganize a hotel or motel

    that is not operating successfully. In order to fill low-paying service and clerical

    jobs in hotels, some managers attend career fairs.

    Assistant Manager,help run the day-to-day operations of the hotel. In

    hotels, they may be responsible for activities such as personnel, accounting,

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    office administration, marketing and sales, purchasing, security, maintenance,

    and pool, spa, or recreational facilities. In smaller hotels, these duties may be

    combined into one position. Some hotels allow an assistant manager to make

    decisions regarding hotel guest charges when a manager is unavailable.

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    Computers are used extensively by hotel managers and their assistants

    to keep track of the guest's bill, reservations, room assignments, meetings,

    and special events. In addition, computers are used to order food, beverages,

    and supplies, as well as to prepare reports for hotel owners and top-level

    managers. Managers work with computer specialists to ensure that the hotel's

    computer system functions properly, managers must continue to meet guests'

    needs.

    1 Manage the hotel's business plan or direction

    2 Hire and train new staff

    3 Handle requests and complaints from guests

    4 Keep records, plan budgets and deal with accounts

    5 Advertise the hotel and deal with tour operators

    6 Supervise the day-to-day running of the hotel

    7 Greet guests

    8 Take bookings and allocate rooms

    9 Devise the annual business plan for the hotel

    10Having final say in quality and cost control

    Resident Managerlives in hotels and is on call 24 hours a day to

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    resolve problems or emergencies. In general, though, they typically work an 8-

    hour day and oversee the day-to-day operations of the hotel. In many hotels,

    the general manager also is the resident manager.

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    Executive Housekeeperensures that guest rooms, meeting and

    banquet rooms, and public areas are clean, orderly, and well maintained. They

    also train, schedule, and supervise the work of housekeepers; inspect rooms;

    and order cleaning supplies.

    Front Office Managers coordinate reservations and room

    assignments, as well as train and direct the hotel's front desk staff. They

    ensure that guests are treated courteously, complaints and problems are

    resolved, and requests for special services are carried out. Front office

    managers often have authorization to adjust charges posted on a customer's

    bill.

    Executive Chefwill train and manage kitchen personnel and

    supervise/coordinate all related culinary activities; estimate food consumption

    and requisition or purchase food; select and develop recipes; standardize

    production recipes to ensure consistent quality; establish presentation

    technique and quality standards; plan and price menus; ensure proper

    equipment operation/maintenance; and ensure proper safety and sanitation in

    kitchen. The executive chef may cook selected items or for select occasions.

    The executive chef may oversee special catering events and may also offer

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    culinary instruction and/or demonstrate culinary techniques. The executive

    chef directly supervises kitchen personnel with responsibility for hiring,

    discipline, performance reviews and initiating pay increases. Typically reports

    to a food service director.

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    Sales & Marketing Managerdirects the actual distribution or

    movement of a product or service to the customer. Coordinate sales

    distribution by establishing sales territories, quotas, and goals and establish

    training programs for sales representatives. Analyze sales statistics gathered

    by staff to determine sales potential and inventory requirements and monitor

    the preferences of customers.

    Chief Engineer,Manages all engineering/maintenance operations,

    including maintaining the building, grounds and physical plant with particular

    attention towards safety, security and asset protection. Accountable for

    managing the budget, capital expenditure projects, preventative maintenance

    and energy conservation. Responsible for maintaining regulatory requirements

    leads the emergency response team for all facility issues.

    Accounting Manager,will be responsible for the Accounting

    Department and its functions. Some of the duties include; cash management,

    financial reporting, and creating budgets.

    1 Establish and enforce appropriate financial policies and

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    procedures

    2 Plan and forecast balance sheet and cash flow

    3 Cash management

    4 Create budget and re-forecasting

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    Human Resources Managerdirects and coordinates all duties related

    to the position of Human Resource Generalist; recruiting, employee benefits,

    wage and salary, job evaluations, personnel counseling, employee relations

    and the creation and implementation of formalized training programs for all

    personnel.

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    Housekeeping Organizational Chart

    Executive Housekeeper

    The Executive Housekeeper is responsible for all duties of the

    housekeeping operation and cleanliness levels in all areas of the property.

    Responsibilities include: staff training, inter- department communications, and

    staff scheduling. The Executive Housekeeper will promote an atmosphere that

    insures the company mission statement, Friendliness and Cleanliness. This

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    position requires strong attention to detail, leadership skills, and the ability to

    effectively deal with department heads, guests, and team members.

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    He / She support the Executive Housekeeper in all duties of the

    housekeeping operation and cleanliness levels in all areas of the property.

    Responsibilities include: staff training, inter-department communications, and

    staff scheduling. The Assistant Executive will promote an atmosphere that

    insures the company mission statement, Friendliness and Cleanliness. This

    position requires strong attention to detail, leadership skills, and the ability to

    effectively deal with department heads, guests, and team members.

    Guest Relation Assistant

    They are responsible for maintaining the cleanliness and appearance of

    the hotel and providing customers with quality service in a timely and friendly

    manner. Responsibilities vary but may include: cleaning and maintaining the

    appearance of the public areas of the hotel, deep cleaning of assigned areas,

    setting-up and maintaining complimentary hotel lobby functions including the

    coffee service and nightly concierge events, cleaning and setting-up meeting

    room functions, restocking housekeeping stations, delivering service items to

    guest rooms upon requests from the front desk, and driving shuttle van when

    needed.

    Room Attendant

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    Room Attendants are responsible for the cleanliness of guest rooms,

    hallways, and public areas in the hotel. Responsibilities include: servicing

    guest rooms daily in accordance with hotel procedures, stocking cart with

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    room supplies, and replacing bed linens and replenishing guest room

    supplies. This position requires strong attention to detail, ability to

    communicate effectively with guests and team members verbally or in written

    form, and the ability to bend, lift, and be standing or walking all day.

    Linen Supervisor

    Linen Supervisor will be responsible to manage and maintain overall

    control of the Linen Room and its functions, ensuring that a first class linen

    service is delivered to the hotel and its bedrooms. Linen Supervisor will be

    responsible of receiving, controlling, storing and issuing all linen; ensuring that

    the correct stock levels of linen are maintained at all times.

    Laundry Attendant

    Laundry Attendant responsibilities include cleaning, drying and folding

    laundry from the day, maintaining a clean working environment, assist the

    front desk in delivering supplies to guest rooms in the evening, keeping an eye

    on inventory levels and touching up rooms if needed to be sold.

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    Food & Beverage Production

    Organizational Chart

    Executive Chef

    The executive chef, sometimes called the head cook or the "chef de

    cuisine", is the one responsible for running the food preparation in a kitchen.

    He or she takes on much more of a management role than anyone else on the

    kitchen staff. Executive chefs are usually employed by large restaurants,

    hotels, and private country clubs and even cruise lines. Most manage a staff of

    at least ten employees.

    Duties

    The executive chef is primarily responsible for assigning responsibilities

    among the kitchen staff to ensure that food preparation is efficient. In addition

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    to overseeing all food production, the duties of the executive chef usually

    include the following:

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    Manage food preparation and cooking. Ensure that food quality

    standards are met. /Cook food, either on a regular basis or for special

    functions only. /Plan the menu and create new recipes. /Prepare the budget,

    including projections of annual food and labor costs. /Train the kitchen staff to

    ensure the food is prepared according to budget and standards. /Perform a

    regular inventory of food supplies and equipment. /Project future needs and

    place orders to ensure that they are met. /Ensure that the kitchen adheres to

    sanitation and safety laws.

    Sous Chef

    The term "sous" comes from French, and it means "under." A sous chef

    ranks directly below the executive chef. The sous chef is directly in charge of

    day to day production in the kitchen. Because the executive chef must spend

    so much time in his or her office, tending to issues related to business and

    long-term planning for the restaurant, the sous chef is generally given the

    responsibility of ensuring the kitchen functions efficiently and effectively.

    1 Supervising the kitchen staff

    2 Preparing and cooking meals to order

    3 Demonstrating cooking techniques and proper equipment usage to the

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    kitchen staff

    4 Some menu planning

    5Some ordering of food and kitchen supplies

    Chef De Partie

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    Food & Beverage Service

    Organizational Chart

    Captain Waiter

    Oversees the service of the restaurant and reports to the department heads.

    Waiters & Waitresses

    Greeting Customers, in some restaurants, there is a host or hostess to

    greet customers and take them to their tables. Other restaurants, however,

    require the waiter to greet and seat guests before serving them.

    Offering and Serving Beverages and Appetizers, upon the arrival of a

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    group of customers, the waiter should offer beverages and appetizers. The

    waiter should be knowledgeable about the various soft drinks, wines and

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    spirits that the establishment offers, as well as the appetizers on the

    menu. The waiter places the orders and delivers the drinks and appetizers to

    the customers.

    Taking and Serving Meal Orders, One of the waiter's main duties is

    taking and delivering food orders. The waiter must be able to discuss the daily

    specials as well as the restaurant's regular menu items. A waiter should be

    extremely familiar with the entire menu, including which entrees come with

    side dishes.

    Continued Service After the meal has been delivered, the waiter pays

    attention to the needs of the table, re-filling drinks, taking away soiled dishes

    and offering napkins or other amenities offered by the establishment.

    Delivering the Check and Accepting Payment, The waiter totals the

    guest check and takes it to the customer. He also accepts payment when it is

    not done by a cashier and must be aware of the accepted forms of payment.

    Waiters usually receive a tip of 18 percent to 20 percent of the total check.

    Whatever the tip may be, the waiter should accept it graciously.

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    Sales & Marketing Department Organizational Chart

    The Sales and Marketing Assistant provides administrative support to

    the staff of the Sales and Marketing Department. Duties include general

    research, clerical, and project based work. The Sales and Marketing Assistant

    projects a professional company image through in-person and phone

    interaction.

    1 Research new market opportunities

    2 Map out potential customers & competitors

    3 Determine unmet needs and market structure (channels)

    4 Contact and conduct initial follow-ups on sales prospects

    5 Coordinate with our marketing, sales, and technical groups to facilitate

    marketing functions (i.e. brochures, trade shows, etc.)

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    6 Provide status reports to management on overall sales and marketing

    activities

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    1 Setup and coordinate meetings and conferences. Coordinates

    employee travel (air/land, lodging, etc.) to and from marketing related

    conventions and conferences.

    2 Develop procedures for contacting and qualifying leads

    3 Develop procedures for updating prospect information

    4 Develop procedures for competitive research and analysis

    5 Researching and purchasing of target advertising in all media for niche

    markets

    6 Coordination of development of marketing pieces for print, internet,

    television and radio.

    7 Develop procedures for E-Marketing/Internet marketing services for

    clients

    8 Development of pricing structures and payment options

    9 Setup accommodation and entertainment arrangements for company

    visitors.

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    Accounting Organizational Chart

    Accounting Supervisors overlooks the work of the accounting

    department, and supervise and helps solve the problems the team

    encounters. He/She reports to the resident manager the status of the financial

    aspect of the hotel.

    Auditors clerks often have responsibility for some or all of the accounts,

    known as the general ledger. They record all transactions and post debits

    (costs) and credits (income). They also produce financial statements and

    prepare reports and summaries for supervisors and managers. Bookkeepers

    also prepare bank deposits by compiling data from cashiers, verifying and

    balancing receipts, and sending cash, checks, or other forms of payment to

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    the bank. They also may handle payroll, make purchases, prepare invoices,

    and keep track of overdue accounts.

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    Accounting clerks post transactions in journals and on computer files

    and update the files when needed. Clerks also review computer printouts

    against regularly maintained journals and make necessary corrections. They

    may review invoices and statements to ensure that all the information

    appearing on them is accurate and complete, and they may reconcile

    computer reports with operating reports.

    Auditing clerks verify records of transactions posted by other workers.

    They check figures, postings, and documents to ensure that they are correct,

    mathematically accurate, and properly coded. They also correct or note errors

    for accountants or other workers to fix.

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    LAYOUTS:

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    LAYOUTS:

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    LAYOUTS:

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    LAYOUTS:

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    LAYOUTS

    Basement

    The basement has 18 economy rooms with double decks. The

    economy rooms features Cable TV, Mini Bar, Individual Air-conditioning with

    Individual Control System, Telephone System connecting to Front Desk for

    NDD/IDD, Living Room Area (Studio Deluxe Rooms), Hot / Cold Shower,

    Smoke Detector, Phone Lines and Clothes Lines.

    The basement also has a billiard hall and videoke area with

    comfortable sala-set for entertainment. In this floor there are two public

    comfort rooms separating the ladies and mens comfort rooms, It features four

    shower areas and four toilet cubicles for each comfort room. In this floor the

    food and beverage office, stock room and storage room are all located.

    Ground Floor

    The ground floor has the main entrance were you will first find the front

    desk. In this floor the kitchen, caf restaurant, accounting office, resident

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    managers office front desk office and sale marketing office

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    The Ground floor also features superior rooms, deluxe room a studio

    type with a living room area, 1 suite room, deluxe room a regular type of room.

    At this floor the hotel extension that is located outside the hotel were they

    feature a studio deluxe room that has a kitchenette, microwave and

    refrigerator, the extension is just beside the parking, the garden, tennis court

    and swimming pool. The hotels La Costa Spa is also in this floor and

    calabarzon function rooms that are flexible that can be devided into three

    function rooms calamba, laguna and batangas function rooms.

    Second Floor

    The second features El Caviteno, Kawit, Imus and rossario function

    rooms, this function rooms is also flexible and can join the three function

    rooms into 1 big function room. In this floor the deluxe rooms are all located, in

    each it has the usual features and facilities of a room like; Cable TV, Mini Bar,

    Individual Air-conditioning with Individual Control System, Telephone System

    connecting to Front Desk for NDD/IDD, Living Room Area (Studio Deluxe

    Rooms), Hot / Cold Shower, Smoke Detector, Phone Lines and Clothes Lines.

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    FACILITIES

    Sports Facilities:

    1 Tennis Court

    2 Badminton Court

    3 Swimming Pool

    4 Open Basketball Court

    5 Indoor Basketball Court

    6 Billiard and Table Tennis

    7 Dart

    Business Facilities:

    Convention Center

    This is suited for convention purposes or big events (theater type). It

    can accommodate 800 to 1,000 persons

    El Caviteno Ballroom

    It is the most perfect venue for conferences, seminars and other major

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    events such as birthdays, baptismal and wedding receptions

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    El Caviteno Ballroom can be divided into three function rooms that are

    Kawit, Imus, and Rosario. Kawit, Imus, and Rosario these three small flexible

    function rooms can be divided depending of the large no of guest.

    Calabarzon can also be divided into three smaller function rooms that is

    Cavite, Laguna and Batangas. Calabarzon can be flexible in set-ups of up to

    150 persons. Smaller function rooms are also for flexibility of group size.

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    CHAPTER II

    HOUSEKEEPING

    In Tagaytay Country Hotel, the housekeeping is one of the key

    departments and employs a large number of people. The housekeeping has

    the great responsibility of taking and upkeep of the various departments and

    different areas of the property and covers a wide area.

    It coordinates with other departments to ensure the smooth functioning

    of the establishment, though it is not a direct source of revenue, its

    contribution of the operation of the hotel is critical and cannot be ignored. It is

    the house keeping department, which makes the stay of the guest in the hotel

    comfortable by creating a warm and homely atmosphere. It caters to the

    guest requirements and provides the necessities in the right shape and order.

    After the front office, this is the most important area which creates a

    long and lasting impression upon the guest and can influence the guest to

    patronize the particulars hotel time and again. An incomplete housekeeping

    department of any hotel can detract guest and loose clientele and

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    consequently the revenue so; the housekeeping department in the hotel is

    responsible for the cleanliness, maintenance and aesthetic upkeep of the

    hotel. The role of the housekeeping is to keep clean and make it feel cozy,

    comfortable and safe house for the guest.

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    Executive Housekeeper

    Executive housekeepers Supervises and is responsible for the

    cleanliness, order and appearance of the hotel rooms and public areas. He

    also prepares reports when required and Participate in all department head

    meetings. Train all employees to perform the standard procedures as

    applicable to their position. He works closely with the general managers on

    day to day housekeeping requirements and prepares the annual

    housekeeping budget and submits it to the general manager.

    Check all public areas against checklist and see that they meet the

    standard of cleanliness stipulated and remove furniture, fixtures and curtains,

    which require repairs, mending, spotting, washing etc. Prepare a schedule for

    the cleanliness crew and trains all new recruits. Account for furniture

    movement & inspect staff turnout and floors and Assign duties to floor

    housemen and room attendants. Inspects staffs turnout.

    Operational Aspects of Tagaytay Country Hotel

    Check all safety systems on the allocated floor and Trains room attendants

    and house-men for maximum productivity and standards, records lost and

    found items as per laid down norms.

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    Areas covered:

    House keeping control desk. Linen issuing

    Guest room Florist

    Public area Lost and found

    Linen room Stores

    Stock room Sport facilities

    Laundry

    Function rooms

    1 Horticulture

    Different Types of Room:

    1 18 Superior Rooms

    2 10 Deluxe Rooms

    3 1 Suite

    4 21 Studio Deluxe Rooms

    5 18 Economy Rooms - Bunk Bed

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    Different Types of Room

    These rooms feature with complete amenities and facilities. The

    Country Hotel has 18 superior rooms, 10 deluxe rooms and 24 studio rooms,

    18 economy rooms and 1 suite room. All rooms are equipped with Cable TV,

    Mini Bar, Individual Air-conditioning with Individual Control System, Telephone

    System connecting to Front Desk for NDD/IDD calls, Living Room Area, Hot /

    Cold Shower, Smoke Detector, Phone Lines and Clothes Lines.

    Economy Rooms are designed for large group of guest witch features

    Double Deck Beds to meet the needs of the guest. The Studio Deluxe rooms

    are designed for family type which features a kitchenette and a bigger living

    room area for studio type of rooms.

    Room Types

    Studio Deluxe Rooms

    1 Two (2) twin beds or one

    2 Bedside lamps (2)

    3 Bedside rugs (2)

    4 Painting

    5 Bathroom with one bath and shower

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    6 Kitchenette with stove, fridge, utensils

    7 Two seaters dining table with chairs

    8 Kitchenette, bar counter with two stools and utensils

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    Superior Rooms

    1 One (1) Bedroom Suite

    2 Double bed

    3 Wardrobe

    4 Night tables with lamps (2)

    5 Side tables

    6 Painting

    7 Bathroom shower

    Suite Room

    1 Two (2) Bedroom Suite

    2 Double bed

    3 Queen-sized bed

    4 Closet space to each bedroom

    5 Bedside rugs (2)

    6 Living area with love seat

    7 Coffee table

    8 Center rug

    9 Four seater dining table with chairs

    10 Painting

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    11 One bathroom with bath and shower

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    Deluxe Suite

    1 Two (2) Bedroom Suite

    2 Double bed

    3 Closet space in each room

    4 Bedside tables with lamps per room (2)

    5 Bedside rug to each bed

    6 Two seater dining table with chairs

    Guest room Amenities Bathroom Amenities

    Stationery Bath soap or shower gel

    Post cards Shampoo

    Pens Tooth paste

    Laundry bags Tooth brush

    Utility bags Cotton buds

    1 Packets as coffee or tea

    2 Sugar and powered etc

    The housekeeping department has the responsibility for only daily and

    periodic cleaning of the guest rooms and public areas. Consequently, the

    department has in case then and furnishing carpets and furnitures beds and

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    beddings and sometimes laundry work the guest and other department.

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    In all its work the aims of housekeeping departments is to maintain

    standard which are constant which good housekeeping practice and which are

    reflected through to satisfy guest.

    Among other aspects of hotel life, comfortable guestroom an efficient

    provision of serviced are assessed by guest who can do influence potential

    customers. The reputation of the residential establishment also depends upon

    the efficiency and loyalty of staff.

    Process of Bed Making

    The first thing a room attendant do before making a bed is collecting all

    trash and rubbish, remove it and empty them into the trash receptacle bag on

    the cart or trolley. Take the trash receptacle into the bathroom for cleaning.

    Collecting all ashtrays in smoking area if it is provided in the rooms empty

    them into the receptacle bag then wash all ashtrays and wipe and dry. Damp

    wipe all trash receptacles, and then replace all ashtrays and receptacles.

    Bring clean linen and any other supplies needed to service the room.

    Shake all bed linen carefully when stripping the bed, guest to leave article and

    valuables in and under the bed in pillow cases. Notify the floor supervisor and

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    follow the lost- and found procedures for any item left behind by the guest.

    Check mattresses and box strings for soiled and torn spots. Report

    damages and notify the floor supervisors. Any bed in need of replacement are

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    immediately replaced and reported so the order of work could continue

    efficiently.

    Fresh linen should be replaced on every bed that was used or turned

    down the night before. Place any reject linen in the reject linen bag and list it in

    the report sheets then placed it in the linen locker.

    Tucking in the top at the head of the bed with a mitered corner the

    bottom sheet should also be tucked in on both sides of the bed but necessarily

    at the foot.

    The blanket should be placed at the top of the second sheet, nine

    inches from the head of the bed. When the blankets are properly on the bed,

    the top sheet and blanket should now be tucked in together at the foot of the

    bed, and a mitered fold made on both sides of the foot of the bed.

    Different Cleaning Supplies

    1

    Vacuum Cleaner- Used to clean carpet, skirting, windows and curtains

    and floor, cleaning. Upholstery and maintain cleanliness and avoid dust

    in room and other hotel areas.

    2 Scrubbing Machine- It is used for scrubbing floor and polishes them

    and it is very convenient to. Use and speed to finish work and

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    manpower is less required and efficiency in cleaning and drying floors

    in extremely high.

    3 Iron Box- It is used for ironing clothes of guests and as well as of the

    staff.

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    1 Washing Machine- It is used for washing clothes of the guests and staff

    and also for express laundry delivery it is used for.

    2 Scrubber- These are used for scrubbing floor and remove stains and

    later squeezed and mopping is done.

    3 Squeezer- It is used to remove excess water and direct towards gutter /

    trap and helps in mopping floors.

    4 Mop Stick- It is used to mop floor with the remaining water after

    scrubbing and squeezing. It helps in drying floor faster as it spreads

    water.

    Cleaning Process

    5 Mirror- rinses it with hot water and dries it with a micro fiber cloth.

    6 Lampshades- brush it and wipe it with a damp cloth.

    7 Shower stalls-use all purpose cleaner and dry cloth.

    8 Bath floor- sweep with broom, and damp mop with a sanitizer-cleaner

    9 Sink- use with an all-purpose sanitizer-cleaner, rinse and dry with a

    micro fiber cloth.

    10Tubs- scrub with an all-purpose cleaner, rinse and dry with a micro fiber

    cloth.

    11Toilet bowl- washes the toilet inside and out. Wash the inside with a

    hand mop and the outside surface with a damp cloth treated with a

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    sanitizer and a disinfectant.

    Standard cleaning procedure

    1 Place room bays cart in front of the door of the room for cleaning.

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    1 Knock the door twice & identify self of staling housekeeping or room

    boy 5-10 seconds.

    2 Unlock the door using the duplicate key & gently open the door. Leave

    the door wide open.

    3 Record on the room boys report the actual time that you start to clean.

    4 Switch on necessary lights for cleaning. Draw the blinds or curtains and

    open the windows to air-out. Turn off unnecessary lights, Television and

    Air conditioner. Etc.

    5 Check the condition of Television, radio, air conditioner, telephone,

    refrigerator, hairdryer and bidet. Turn-on every lights to check switches

    and busted lights. Check for broken and missing items. Check the EL

    Safe. Report to maintenance any findings and inform the housekeeping

    office for record.

    6 Collect the garbage and empty bottles. Bring out soiled dishes from the

    room then call the Food and Beverage for dish out.

    7 Empty trashcan, dental glass and ashtrays. Wash and set aside for

    drying. Pull out Air Condition Unit filters, wash and set aside fro drying.

    8 Pull out bedspread cover with bedspread cover and duvet cover.

    9 Clean the bathroom from clockwise and top to bottom procedure then

    store the bathroom amenities.

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    10Clean window glass and frame including the air conditioner body.

    11Clean the veranda, if applicable

    12Sweep the floor. Move the furniture, bed and refrigerator.

    13Check if furniture felts installed are adequate.

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    1 Dust around the room using dump cloth in counter clockwise motion.

    Clean mirrors and glass fixtures.

    2 Make up the bed with duvet set up and bedcover set up.

    3 Complete the guest supplies, compendium inserts and mini bar items.

    4 Close windows. Arrange curtains/roman shades.

    5 Make a final sweeping and wiping of floors using a damp cloth.

    6 Check the over-all appearance of the room. Inform the

    7 Executive Housekeeper or the Supervisor about the status of the room

    for inspection.

    8 Take a last look for final touches and spray air freshener.

    Linen and Laundry

    The different function of linen and laundry area is delivering laundry

    items for house guest or in house occupants. Washing drying, guest laundries

    as well as linens used in banquet maintenance for fixtures and facilities. They

    maintain and make sure that the linens are in good shape and without

    damage. The laundry and linen area also follows the standard operating

    procedures in their service to not disappoint the customers

    Communication with the Front Office

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    The communication through the housekeeping and front office is by

    computers and telephones they also communicate through walky-talky. The

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    housekeeping supervisor is the one responsible to communicate with the front

    office department he/she coordinates closely with front office area about the

    room status and room bookings as well as changes in-room assignments and

    reservations. Supervisors informs to the front office area about the types of

    rooms are ready to occupy, and how many rooms are available for renting of

    guest.

    ROOM SERVICE

    If a guest has is in a room and would like to eat inside their room there

    is a menu card just right beside the phone so the guest is freely to choose

    from the wide variety of food selection that the hotel serves. They can call for

    room service any time they want and be delivered in their respective room;

    they can use the phone that is provided in the room to call for room service.

    Process of Ordering & Deliver

    Telephone will be answered by a waiter in courteous manner and

    process the guest's order according to the menu card, the waiter will then

    describe the selection of food & beverage in the menu item to guests by

    offering interesting, and vivid descriptions of the each item's, origin, taste, and

    preparation methods.

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    Communicate with guest and take their order including any special

    needs or requests to the kitchen using the hotel's point-of-sales system; check

    completed kitchen orders with the guest's original order; delivery of items to

    the guestroom will be delivered by a Room Service Servers in a timely

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    manner to ensure proper food quality; properly and accurately close guest

    checks; record guest charges.

    Anticipate guest needs, ascertain satisfaction, and offer suggestions,

    and respond urgently and appropriately to guest concerns and requests.

    Coordinate amenity deliver by ensuring that all requests are received,

    filed, ordered from kitchen and delivered in a prompt and accurate fashion.

    Table Set-up

    The guest rooms are provided with tables and chairs for the guest use.

    The guest are free to set their own table according to set-up they are pleased.

    Utensils, napkins and plates are all provided by the hotel.

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    FOOD & BEVRERAGE DEPARTMENT

    Food and Beverage Department is responsible to give the customer

    satisfaction regarding the food taste and quality service to all customers.

    It is the responsibility of the food and beverage department is

    responsible to give the customer satisfaction regarding the food taste and

    quality services

    The food and beverage personnel are responsible to respond to the

    demands of their customers. They see to it that customers receive good and

    courteous service at all times, they must maintain good working relationship

    with fellow staff and customers.

    The food and beverage department attends to the customers queries

    and requirement. It must be done courteously and efficiently establish

    standards. All beverages and food must be in good taste and of quality service

    to ensure customers satisfaction.

    F&B Manager

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    The food and beverage manager is responsible for the daily operations

    of the restaurant and other establishment. The managers also train all

    employees to ensure all products are prepared, handled, stored well with

    consistency and to maintain standard recopies. He/She coordinates orders

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    with food or liquors to ensure best price, quality and availability. He/She is also

    responsible for the submission of the reports needed.

    In addition the service manager oversees the inventory, ordering of

    foods, equipments, supplies and arranges for the routine maintenance and the

    upkeep of the restaurants equipments and facilities. He/She also coordinates

    all created events and bookings.

    As for guidelines and conferences, services and food services the

    manager is also responsible for all menu development, food costing,

    marketing and pricing initiative.

    Generally food service mangers are responsible for all administrative

    and human resource. He/ She also functions as the one running the business

    Food service manager implements the procedures by overseeing the

    training of the new employees and explains the establishment policies,

    procedures, and practices clearly. He she schedules work hours, making sure

    that enough workers is present to cover each shift. If an employee is not in

    good condition or he/she is unable to work for a day or so? Managers must

    call on call employees for substitution to take the place of the absent

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    employee. The service manger also ensures the flow of the operations

    promptly and consistently. He/She encounters guest complaints like the

    service, food, equipments etc He/She must execute investigation and

    resolve customer complains immediately to satisfy guest needs.

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    AREAS OF FOOD AND BEVEAGE DEPARTMENT

    The different areas covered by the food and beverage department are

    the dinning area. Kitchen area and if there are special events in some of the

    function rooms it is also covered by the food and beverage department

    Dining area- an area arranged for dining; this is where the guest eats

    and be satisfied in their food.

    Kitchen Area-A room or an area equipped for preparing and cooking

    food.

    Function Rooms- these are the place where we held special events

    like birthday, a fully catered corporate function, private function, cocktail party,

    Christmas party, wedding, engagement and reception

    Difference between commercial restaurant & Hotel restaurant

    The difference between a hotel restaurant to a commercial restaurant,

    is that commercialize restaurant, are advertised and often well known for their

    brand name, service add style and are choose by clients or guest. Hotel

    restaurants are commercialize too through the hotel services and facilities but

    often the price has higher cost since its located inside a hotel. But even

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    though it has higher price it has complete facilities for the guest needs. .and

    an advantage of hotel restaurants, they have more man power for service

    events unlike commercialize restaurants they have limited services.

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    Shifting Procedure

    Every shifting the food and beverage department staffs, they need to

    punch their time card using the bandy clock, then meet the service manager

    at the beginning of the shift to be updated and inform for the latest 86 or ot of

    stock, events and projects of the day.

    The works from 07:00 am to 04:00 pm, 09.00 am to 05.00 pm and 10

    am to 06:00 pm through out the week. On Sundays the front office department

    handles reservations. It comes directly under the supervisors of the duty

    managers.

    Menu

    The menu serves local and international cuisine. Tagaytay Country

    Hotel offers wide range of meals, starting with breakfast set like continental

    breakfast, American breakfast, Country breakfast, Ala Carte breakfast and

    other local favorites like Arozcaldo, Champorado, Goto and Spanish sardines

    and also starts every meal with different types of appetizers, salads and

    soups. They also have hunters sample, serve with pastas, sandwiches and

    desserts along with assorted garden vegetables and aioli sauce, mushroom

    sauce, pepper corn sauce, caf de Paris and lemon butter sauce, bake potato,

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    French fries and plain garlic rice are some choices of carbohydrates in the

    hunters sample menu item. Along with is a list of viand such as Australian

    Tenderloin steak, Potter house steak, T-bone etc

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    Basic Rules of Order Taking

    1

    Be sure what the guest wants and take note of their orders

    including special instructions like in the case of a steak I fit is well done

    etc.

    2 Special Instructions: Doneness

    3 Rare R

    4 Medium Rare MR

    5 Medium M

    6 Medium Well MW

    7 Well Done WD

    8 Repeat the order and thank guest.

    9 Give a service as perfect as possible.

    10 Remember that hot food is served on hot plates, and cold food on

    cold plates, and icy food on icy plates.

    11 BE grateful for a small tip.

    12 Develop cares interest for the job and plan a future career you can

    be happy with.

    13 Develop the skills to observe guests habits, preferences and

    dislikes and learn to anticipate such habits.

    14 Greet the guest by his name and the proper time of the day.

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    1 A guest in a hurry must be given a speedy service.

    2 A few friendly words may help a lonely guest enjoy his meal better.

    3

    Some guest cannot understand the menu so the waiter should

    explain to them and possible show how it is being prepared.

    4 If it is evident that the guest is budgeting, he will request for the

    waiters suggestions on what to order that will enable them to enjoy a fine

    meal at a modest cost.

    5 If the guest is dieting, the waiter should be able to suggest some

    dishes because guests welcome suggestions on food do not have many

    calories.

    Table Set-Ups

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    In Tagaytay Country Caf, they dont have any permanent table setting

    but due to different types of cuisine, they manage to set up in what type of

    food they serve.

    Plates and Bowls

    1 Dinner plates should be placed approximately 2 inches from the table's

    edge, centered on the placemat or squarely in front of each chair.

    2 Soup bowls are placed on top of the dinner plate.

    3 Salad plates are placed to the left of and just above the forks.

    4 The bread plate should be placed to the right and slightly above the

    salad plate.

    5 When serving multiple courses, many hosts will opt to serve them in

    courses and place only one or the other dish at the original table

    setting. For example, if soup will be served first, the soup bowl will be

    placed on top of the dinner plate and the salad dish will be brought out

    after the soup bowl and spoon has been cleared.

    Silverware

    1 Silverware should be placed on the table in the order it will be used;

    silverware that will be used first should be found on the farthest left and

    right sides of the plate.

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    2 Forks are placed to the left of the dinner plate; knives and spoons go to

    the right.

    3 Knives should be placed with their cutting-edge toward the dinner plate,

    except the butter knife which should be laid flat on a bread plate.

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    1 Utensils should be about 1/2-inch away from the plate or each other,

    and they should also be lined up evenly from their bottoms.

    2 Avoid placing more silverware than the meal calls for.

    3 Dessert silverware can be originally placed at the table setting if you

    wish. The dessert fork or spoon should be centered above and parallel

    to the dinner plate.

    4 If you will be serving dishes that require specialty silverware, be sure to

    arrange the silverware on either side of the plate according to the order

    in which they will be eaten.

    Cups and Glasses

    1

    Water glasses should be placed above the dinner knife, with other

    drinking glasses arranged neatly nearby the water glass. Often drinking

    glasses are arranged in a triangular formation.

    2 Coffee cups and saucers may be placed on the table to the right of the

    knife and spoon.

    Other Items

    1 Napkins are commonly placed on the plate, to the left of the forks or

    inside of a drinking glass.

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    2 Name cards are always a good idea for place settings, if the dinner

    party is large. Place the card above the dessert utensil, to the left of the

    drinking glasses

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    FACILITIES AND EQUIPMENT

    Room Facilities and Features

    1 Mini Bar

    2 Living Room Area

    3 Kitchenette

    4 Cable TV

    5 Individual Air-conditioning

    6 Telephone connection to the front desk for NDD/ICC calls]

    7 Hot/Cold Shower

    8 Smoke Detectors

    9 Phone Lines

    Hotel Facilities and Amenities

    1068 Elegant Guest Room

    11Spacious Function Rooms for Conferences, Seminars and Meetings

    12Country Cafe

    13 Amphitheater

    14Convention Center

    15Exhibit Hall

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    16Business Center

    17Swimming Pool with Outdoor Jacuzzi

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    1 Tennis and Basketball Court

    2 Sport Center and Amusement Center

    3 An Indoor Badminton Court

    4 Supermarket

    5 La Costa Spa

    6 Laundry Services

    7 Spacious Car Park

    F&B EQUIPMENT

    8 Iron Machine use to iron the linens, table cloth; table napkins etc.

    9 Vacuum Cleaner use to eliminate loose oil and dust

    10Carpet Sweeper use to suck dirt from the carpet

    11Room Boys Cart use for stocking supplies and chemicals

    12Floor Polisher use to polish floor

    13Squeegees use to remove excessive water

    14Mops use for manual mopping

    15Washing Machines use in washing linens and cloths etc.

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    MANPOWER SCHEDULING

    Housekeeping department have a three shifting: a morning shift at six

    a.m. until three p.m. The afternoon shift starts at two p.m. until eleven p.m.

    And the midnight shifting is from eleven p.m. until eight a.m.

    F&B Department have two shifting, morning shift at 6 a.m. until three

    p.m. The afternoon shift starts at two p.m. until eleven p.m.

    COMMINICAIOTN STYLE

    The communications style of housekeeping department is through the

    use of telephones, fax and computers. All areas of the housekeeping

    department have a telephone to communicate easily to each areas and other

    department hotel. They use fax machine to send a letter or important

    document for the business transaction. The housekeeping department has

    also the computer especially in the front desk area for the guest reservations

    sand room assignments.

    INTERPERSONAL RELATIONSHIP

    All staffs in Tagaytay Country Hotel maintain a good relationship to

    each fellow employee during working hours. In all departments they cooperate

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    and implements good and quality service in their respective working areas

    and to impress guests. All department heads potrays good image to their

    fellow worker.

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    WORKING CONDITION

    The employees of Tagaytay Country Hotel works in coordination work

    on time and finished the assigned task in a good and quality performance.

    The employees also remind each other about the standard procedures of the

    hotel to meet the satisfaction of the guest.

    VENTILATION

    Tagaytay Country Hotel has a complete ventilation to make the hotel operates

    well and adds the quality of service in the operation of establishment. All

    rooms (economy, suite, deluxe, studio), the function rooms (el Caviteno

    ballroom, Amphitheater, convention center, Calabarzon) and offices has its

    own air-conditions to make entire area more comfortable. Also the Country

    Caf has its own centralized air-conditioned to make the whole area breezy for

    the customer. The complete lights and decoration of whole hotel area creates

    a pleasant appearance of the entire hotel. In the addition of the harmonious

    music that makes the place more relaxing

    SANITATION PROCEDURE

    All areas of Tagaytay Country Hotel are well monitored and sanitized.

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    All departments are responsible for their areas and maintain cleanliness with

    proper standard sanitation procedure, they conduct checking for equipment

    repair and maintenance.

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    STRENGTHS

    Establishment

    Tagaytay Country Hotel has complete facilities for the guests needs

    and satisfaction. In this establishment, each guestroom is designed to comfort

    guest, while the staffs and employees are hospitable and friendly to all guests.

    They have different facilities that will meet the needs of the guest such as

    swimming pool with Jacuzzi, country caf, La Costa spa, laundry service,

    supermarket, spacious car park, four indoor badminton courts, tennis and

    basketball court, and business center like convention center, amphitheater and

    spacious function rooms for conferences, seminars and meetings.

    Employee

    The strength of the employees hear in Tagaytay Country Hotel is there

    team work that makes there work easier and fun. They also give respect to

    whom that is in the position like the department heads. They also give a good

    example to practicum students and train them with the hotels standards.

    Management

    The management in Tagaytay Country Hotel is well managing with

    proper standards. The resident manger also maintains closeness to his/her

    employees to develop team work to reach their goal.

    Practicumer

    As practicumer we were equipped and prepared for this training

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    program to experience the real world of hospitality. In this hotel we were

    trained in different types of department. Indeed the training program

    developed our skills and enhanced our knowledge in this field, this experience

    made us more confident to face the challenges of the competitive world.

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    WEAKNESSES

    Establishment

    The weakness of Tagaytay Country Hotel is the unfinished work in the

    establishment like unfinished paint jobs and construction that is not been

    repaired for days or so, that makes it an eye sore and unpleasing to the guest.

    Employee

    Due to lack of qualified personnel or less trained staff the hotel work

    gets over delayed and customers receive unsatisfactory service, which create

    a bad impression about the hotel in the guests mind. And once the guest

    leaves the hotel after unsatisfactory service, the guest doesnt come back.

    Management

    The managements need more power to implement a task that needs to

    be done over his/her employees. The management had established a very

    close relationship that caused over familiarity between employer and

    employees.

    Practicumer

    As a practicumer we were equipped and prepared for this training

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    program, but the management depended and required too much services

    beyond the required job description more so assigned us to areas like a dicer

    in a supermarket.

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    RECOMMENDATION

    Establishment

    The Tagaytay Country Hotel as a establishment is now reaching the

    peak of success. It should have additional staffs that are knowledgeable

    enough in terms of their work because of the growing demands. Tagaytay

    Country Hotel in the other hand still lack some amenities and facilities. This

    should be given attention immediately to be able to meet the guests needs

    and demands. They should also pose mission and vision at the front office.

    Employee

    In recruiting hotel personnel candidates qualifications and experiences

    should be taken into account. As far as the existing personnel, regular training

    must be provided. Substitution between the new and the existing personnel

    can be a good option in order to provide satisfactory service to the guest

    needs.

    Management

    The hotel must have proper monitoring of the maintenance crew as far

    as the repairs and constructions are concern. The works of the maintenance

    will be done in just a short period of time to lessen the problems and

    inconvenience and to keep-up the good impression about the establishment.

    The establishment should also hire high standard quality workers with the right

    training and knowledge of his/her job.

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    Practicumer

    Every practicumer should be given proper orientation and training

    about the establishment. They must be informed about the hotels

    background, strengths and weaknesses in order to respond professionally to

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    whatever situations they may face or encounter. Every practicumer must be

    hard working, well trained, and have passion for work.

    CONCLUSION

    I therefore conclude that Tagaytay Country Hotel being one of the hotel

    chain in Tagaytay is setting standards that other establishments can follow. It

    is essential to be aware of the changes taking place in the outside world which

    will keep hotels in tune with the race and trends of this competitive world. This

    will help motivate the hotels to reach higher standards, to satisfy and meet the

    guests needs and be one of the most competitive hotel in Tagaytay.. In spite

    of the fast growing and very competitive world, they still manage to stay in

    their standard but in a step by step growth that made Tagaytay Country Hotel

    reached its peak of success.