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INTRODUCTION

On-the-job training is the way to imply the trainees her knowledge and skills to an

institution. Base on this program, the student will be able to determine and be prepared to

the real working world. This program will be a huge impact to the student to apply and

experience all their learning’s in school. In Hotel and Restaurant Management, there are

division on trainings depend on the year level of the student. There are Housekeeping,

Food and Beverage and Front Office.

The trainee chose and institution where she is able to practice her knowledge.

Upon application the trainee will generate a memorandum of agreement that will be

signed by the university and the chosen institution. The MOA is an agreement of both

parties to be able for the trainee to be guided during her training.

Hospitality industry is the biggest industry among others. Hotel and Restaurant

management graduate has an edge to enter this industry, where the student is being taught

how hospitality industry is. By the training provided by the institution and with the

teaching of the school, the trainee will be prepared to face the real world of working.

Significance of the On-the-Job training

The importance of on-the-job training is to prepare the student to the real working

world. The training will help the student to practice her knowledge and skills.

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Objectives

General: the objective of the on-the-job training is to prepare the student to the real

working world. This program is design to apply the learning’s of the student to related

institution.

Specific: the objective of this program is to let the student experience the reality of

working world.

Time and Place of on-the-job training

The training institution was at Sunrise Holiday Mansion, Alfonso Cavite.

Assigned at Housekeeping (time share) section and Front office department; time of duty

9:00 o’clock a.m to 5:00 o’clock pm.

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THE LINKAGE INSTITUTION

Background

Sunrise Holiday Concepts, Incorporated (SHCI) is a subsidiary of Specified Contractors

and Development Incorporated (SCDI), a newly established company duly licensed by the

Philippine Securities and Exchange Commission as a Dealer/Broker of Timeshare certificate.

SCDI is a general contractor and developer geared towards meeting specific needs and

the increasing demand of the country’s construction industry with the continuing demand of land

and property business development, the constructors included the expression of hospitality

industry with three different concepts covering the unit ownerships, the timeshare and the condo

hotel operations.

The president/owner/developer and architect Henry O. Olonan, being optimistic on the

needs of luxury accommodation and the birth of a new building development of the Sunrise Hills

was established in year 1992 and after four years of completion, full operation started at year

1996.

With the continuing demand of accommodation of vacations, tourist, local and foreign

travelers, the SCDI generated another expansion of building known as the Mansion Royale and a

ground breaking was started in the year 1996, after four years of completion of construction of

the said structure, it was introduce to local and foreign markets in December 2000.

Vision

Sunrise Holiday Mansion has its vision to be a market leader in the hotel industry in

Tagaytay that can give opportunities for people industry and government that they served.

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Mission

Sunrise Holiday Mansion is committed and directed to become the best hotel in quality

service for corporate and regular clients.

Objectives of the Institution

Sunrise Holiday Mansion aims to provide high quality service standards of operation of

well-maintained guest rooms and facilities that has affordable room, food and beverage rates

through highly efficient and well trained personnel that is open to guest feedbacks.

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Figure 1. Logo of Sunrise Holiday Mansion Hotel

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Figure 2. Organizational Chart of Sunrise Holiday Mansion Hotel

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Functions and Responsibilities of the Management

Owner/CEO/President – is responsible for leading the development and execution of the

company’s long term strategy.

Operation Manager – is the manager who ensures the smooth operation of processes that

contribute to the production of goods and services of an organization.

Front Office OIC –is the one who directly supervises all front office personnel and ensures

proper completion of all front office duties.

Front Office Assistant –is the assistant of the front office manager that coordinates the activities

in the front desk, reservations, guest services, and telephone areas.

Housekeeping Supervisor –is the one who supervise work activities of cleaning personnel to

ensure clean, orderly, and attractive rooms in hotels.

Room Attendant – is the attendant whoperforms routine duties in cleaning and servicing of guest

rooms and baths under supervision of housekeeping supervisor.

Houseman – is the one who performs routine duties in cleaning the public areas.

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THE TRAINING AREA

A. Front Office department

The function of this department is to accept reservation and entertain guests. In

house and walk in guests are treated equally with their concerns and suggestions.

Facilities

Back office

Front office

Equipment

Telephone

Cell phone

Computer

Fax machine

Printer

Xerox machine

Credit card machine

Front office Duties and Responsibilities

1. Assist in the day to day operations of the hotel front office.

2. Take personal responsibility for correcting customer service problems.

3. Perform house counts and review daily arrivals, identify potential problems with

room’s activity and take appropriate action.

4. Prepare and conduct front desk meetings and resolve issues.

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5. Train and develop front desk agents. Prepare staffing schedules and monitor label cost

to budget figures.

6. Ensure work is completed to include shifting closing, shift report, and turn over,

endorsement.

7. Assign coordinate, and supervise work activities of front office.

8. Ensure shift properly trained on system, security and cash handling procedures as well

as service and quality standards.

9. Conduct routine inspections of the front office and public area.

10. Deal with the guest complaints, queries and suggestions quickly and efficiently.

11. Take reservations correctly, noting any special request.

12. Manage inventory of equipment and suppliers related to the guest services

department.

13. Monitor the cash float or cash fund.

14. Check if all the keycard is prepared for everyday check in.

15. Monitor the inventory for the keycard.

16. Call a meeting if there are important things that need to be discussing to the staff.

17. Make sure that all staff is familiar and updated with hotel’s product and services.

18. Inventory of the souvenir shop per week.

19. Monitor and check occupancy report and forwarded to general manager.

20. Check the endorsement logbook of front office, concierge and deliver every day.

B. Housekeeping department

The function of this department is to make sure the cleanliness of each room and the

vicinity inside the hotel.

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Facilities

Guest room Facilities

Public Area

Equipments

Room Attendant Cart

Broom and Dustpan

Mop Buckets

Vacuum Cleaner

Wall Washing Equipment

Working Policies and Procedures (SOPs)

1. Place the room attendant’s cart in front of the door of the room for cleaning.

2. Knock the door thrice and identify self by staying “housekeeping”.

3. Unlock the door using the area key card and gently open the door. Leave the door

wide open.

4. Record’s on the room attendant report the actual time that you start clean.

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

windows to air out. Turn off necessary lights, Tv and Aircon, etc.

6. Check the condition of TV, telephone, refrigerator, hair dryer and bidet. Turn on

every light to check switches and busted lights. Report to maintenance any

findings and inform the housekeeping office for the record purposes.

7. Collect the garbage and empty bottles. Bring out soiled dishes from the room then

call F&B for the dish out.

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8. Empty trashcan, dental glass and ashtray. Wash and set aside for drying.

9. Pull out soiled linens such as bathroom linens and bedroom linens.

10. Clean the bathrooms.

11. Clean window glass and frame including the air-con body.

12. Dust around the guestroom in counter clock wise motion. Clean mirror and glass

fixtures.

13. Sweep the floor. Move the bed furniture and refrigerator.

14. Make the bed, with duvet cover set up or with bedcover set up.

15. Complete the guest supplies compendium inserts and mini bar items.

16. Close window, arrange curtains.

17. Make a final sweeping and wiping the floors.

18. Check the overall appearance of the room. Inform the executive housekeeper or

the supervisor about the status of the room.

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

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THE TRAINING EXPERIENE

Tasks performed

The task performed by the trainee during her training at the front office department was

basic. She observed the rules and regulations of the department. She was first orient on the

process of the front office and how to deal with different kind of guests. After learning the

rules and other matter in the front office the trainee started to welcome guests at the front desk.

Keeping the smile that makes the guests welcomed. Being in the front office the basic tasks

was answering phone calls and coordinating with other departments for the concerns of the

guests.

As a trainee in housekeeping department; the trainee performed her duty to maintain the

cleanliness of the room and designated area. Make up room, retouch and etc. was her daily task

in housekeeping department.

Observed Strengths and Weaknesses of the training Area

The strength of the front office department that the trainee was observed was that the front liners

were properly trained specially in dealing with guests. This asset will give the guests an impression to

the hotel that they are in the best hotel.

The weakness of the front office department that the trainee observed was the equipment for

transactions used by the front desk agent were not high tech, it was manually operated that makes the

transactions slower.

The strength of the housekeeping department that the trainee was observed was the employees

assigned at the department were hardworking and dedicated to their duties and responsibilities. They are

working harmoniously.

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Insights

Problem encountered

During the training period in housekeeping department, the trainee encountered minor problem

on her first week. The trainee did not know where to get the amenities like soap, toothbrush etc. that was

not found in the stock room area, that makes her cleaning time increase because she need to ask for her

immediate superior where to request those amenities.

Suggestion for self-improvement

The trainee must know how to separate her attitude during working hour and personal

attachments to her co trainees.

Suggestion for Program development

For program development, the institution must improve their function and facilities to encourage

more guests in the hotel. Renovation is one way to improve the physical attribute of the hotel.

Suggestion for Institutional Advancement

For institutional advancement, the hotel must have high tech equipment for their operation to be

faster. The hotel must Install CCTV camera for safety and protection of the guests as well as the

employee.

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SUMMARY

Sunrise Holiday Mansion is located at Alfonso, Tagaytay City. The trainee chose this institution

because of the experienced in operation of the hotel. Being established for 20 years, the hotel has its

name in the hospitality industry that caters the guest’s accommodation. The good climate and

environment of the hotel helped to encourage the guests to stay in the hotel.

The trainee submitted her resume attached with recommendation letter signed by the adviser,

coordinator and campus dean. Upon submission the trainee were already interviewed with orientation

by the human resource personnel.

The training given by Sunrise Holiday Mansion was a very big help to the trainee. Treating them

as equally as the staff makes her more matured and prepared to the working world. The training ground

of the trainee help her realize that she belong to the hospitality industry. Dealing with different kinds of

people and employee makes her adjust to her comfort zone. The environment that is harmonious, clean

and pleasant was a help for her adjustment.

The trainee had her Food and Beverage training at Don Henrico’s at Mall of Asia, Pasay and

Leslie’s Restaurant in Bacao, Cavite. She was assigned at the kitchen. She prepared pizza, pasta and

salad. She was scheduled from 9:00 o’clock am to 4:00 o’clock pm. When she was at leslie’s restaurant

she was assigned at the dining area to assists, take and deliver order to the guests. The training done in

the two restaurants helped her to develop her skill in communication and dealing with guests.

She had her housekeeping training at Microtel Eagle Ridge, Gen. Trias Cavite. She was assigned

to clean the vacant rooms and hallway of the hotel. Working under pressure helped her to adjust in her

working ability to perform multi-tasking.

All the trainings done by the trainee helped her to be prepared in the real world of hospitality

industry. The different type of trainings helped her recognize where she most excel and had her skill to

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be performed. She now prepared to work in an institution that is related to her craft. The training grounds

of the trainee helps her to be mould enough and develop her as a professional.

After all the training done, the trainee is now fully equipped to be out and step up to the

hospitality industry.

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Appendices

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Appendix 1Recommendation Letter

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Appendix 2Curriculum Vitae

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Appendix 3Memorandum of agreement

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Appendix 4Certificate of Completion

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Appendix 5Accomplished Evaluation Form

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Appendix 6Photo Documentation

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Appendix 7Daily time record

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Appendix 8Daily task

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Appendix 9English Critic Certification