Business and Management
Submitted By selcarmen14
Laguna State Polytechnic University
College of Hospitality, Management and Tourism
A Narrative Report
Presented to the
Faculty of the College of Hospitality, Management and Tourism
San Pablo City
In partial fulfillment of the requirements of the subject:
DIPLOMA IN HOTEL AND RESTAURANT MANAGEMENT
Sel Carmen K. Padua
Mabel L. Ramos
First of all we would like to thank God Almighty for giving us the spirit, ability, strength, patience, knowledge and for His guidance to make this practicum successful. And also we would like to thank our parents, relatives and friends for their endless love, support, and guidance, helpful and understanding attitude.
We would like to thank the following persons for their cooperation and support:
Our beloved Dean Conchita F. Espinueva and Faculty members of College of Hospitality Management and Tourism department, who are always there to give their own opinions and ideas about some matters that bother us.
To our Practicum Coordinator Mr. Adrian Maliksi for teaching us a lot of things that will prepare us to the next stage of our lives. To our adviser Mrs. Zandra Farina Gorom for the full support that she’s given to us.
Mr. Bonfacio Mercurio & Mr. Jeffrey Eva (Housekeeping Supervisors), Mr. Choy Boncan & Ms. Salve Climacosa (Linen Attendants) and Mr. Rodel Senares (Housekeeping Coordinator) for treating us not an practicumer but an employee, a family & friends and also for sharing knowledge and teaching us so many things in Housekeeping Department.
To Manila Grand Opera Hotel & Casino for letting us to accomplish our on the job training and experience the real face of work in their hotel that we can use for the near future.
And also to our Co-OJT’s we have met during our practicum who treated us not a co-practicumer but as friends and brothers/sisters even we be with each other for a very short time.
We would like to dedicate this practicum report to all of our parents, relatives, friends, classmates, co-HRM students, schoolmates and for the future generation of College of Hospitality Management and Tourism students.
Table of Contents
a. Organizational Structure of the chosen establishment b. Brief history of the establishment c. Profile of the establishment d. Experience during the training e. Skills learned during the training
On the job training (OJT) is job training that occurs in the work place. The new employee learns the job while doing the job and while earning his or her pay check. On the job training is also called hands on training. On the job training has many advantages, but it can also have a few disadvantages if the OJT is not properly planned and executed.
One major drawback of on the job training can be finding the right time for it. The person responsible for giving and evaluating the training has to be sure that his or her other job responsibilities are being met. Another disadvantage of OJT is that it can be difficult to find the right person to conduct it. The person doing the training must have the knowledge and skills with the same equipment that the learner will be working with. Care must also be given not to pass on sloppy work habits or unintentionally teach irrelevant or inefficient work methods to the new worker/learner. This is also why trainees should take their internship seriously as it can become a powerful tool and possibly even a source of recommendation when they take that big lift from being students to career professionals.
As a graduating student of Diploma in Hotel Restaurant Management of Laguna State Polytechnic University- San Pablo City Campus, We have requirements to fulfill and one of this is our three hundred sixty hours of duty as an on-the-job trainee in a restaurant, inn, resort, or much better in hotel.
At first, we are worried because it was already November and we still don’t have an establishment to have our OJT. Fortunately Manila Grand Opera Hotel and Casino called us for our interview. We are lucky because we are included in those students who passed the interview. We started our OJT last November 3, 2011 and accomplished it last December 18-22, 2011.
A. Brief History (Manila Grand Opera Hotel and Casino)
Manila Grand Opera House was the venue in the 1900s for performances by both local and foreign stars. And that in her book "Theater in Manila 1846-1946," Cristina Lanonico-Buenaventura said it was the place for visiting opera companies, Rizal Day celebrations and assemblies of national significance, including the inauguration of the first Philippine Assembly on Oct. 16, 1907, by United States Secretary of War William Howard Taft.
In the 1890s, the venue, which was then made of a circular wooden structure with a nipa roof, was called H.T. Hashim's National Cycle Track before its name was changed to Teatro Nacional where the Russian Circus and some American theater companies performed.
Several years later, in 1902, the teatro became MGOH after it was transformed into an opera house by Italian impresario Balzofiore in time for visiting Italian opera company. Seats were divided into three classifications: Palco proscenio for the dignitaries, butaca or orchestra for most theatergoers, and gallery, the least expensive section.
However, in 1942, after about two decades of hosting opera and zarzuela productions, a new owner, Toribio Teodoro, the owner of Ang Tibay Shoes and known as the "shoe king of the Philippines, acquired the property. He lived there when the Japanese seized his house and shoe factory during World War II.
A series of unfortunate events then happened one after the other: The structure was badly damaged by flood the following year and burned down a few months later.
But right after the war, reconstruction of the building began. Equipped with the latest technology, the structure was intended to be a first-class cinema for cultural shows. Eventually, MGOH was dubbed as "The Theater with a History." It provided daily entertainment for the masses. For 85 centavos, people got to watch a stage show and a movie.
Its main fare were stage shows and movies with an occasional concert, opera and plays by stage and movie director (and later, National Artist) Lamberto
Avellana and Wilfrido Ma. Guerrero, among others.
It was said to be the "ultimate" place for singers, dancers and stage players to perform and it was where famous icons of vaudeville and the zarzuela, including Atang de la Rama, Jovita Fuentes and Katy de la Cruz, reached the peak of stardom.
The MGOH also provided then future screen idols Rogelio de la Rosa and Leopoldo Salcedo and even comedians like Dolphy and Panchito, Bayani
Casimiro, Pugo and Tugo, Tugak and Pugak, Dely Atay-atayan and Chichay, among others, the boost they needed in their careers.
The opera house, which by the '60s had been transformed into a movie theater, was bought by former Ambassador to Laos Antonio Cabangon Chua from the heirs of Teodoro.
"It was only this year that plans for building the hotel were conceptualized, " Tan said, adding that the hotel aims to serve both as a reminder of the site's historic past as well as a showcase of the latest amenities of a first-class hotel.
Organizational Structure of the Establishment
C. Profile of the Establishment Establishment’s Name
Manila Grand Opera Hotel was named after the premier vaudeville and Opera Theater in Manila during the pre- World War II named Manila Grand Opera House. Star Rating
Manila Grand Opera Hotel, experience the convenience and luxury of a 5-star hotel at the rate of a 3-star hotel. Number of Rooms Manila Grand Opera Hotel and Casino offers 205 air-conditioned accommodations, which are accessible via exterior corridors and feature private pools and mini bars. Each accommodation is individually furnished. Beds feature signature bedding, triple sheeting, and down comforters. Televisions come with cable channels. Guests can make use of the in-room refrigerators and coffee/tea makers. Bathrooms include bathtubs or showers, slippers, and complimentary toiletries. Location
The Manila Grand Opera Hotel is located beside the Doroteo Jose Light Rail Transit Terminal on Rizal Avenue. It is a few kilometer away from domestic and international airports, the city’s business and commercial centers and tour destinations. It has Wi-Fi Internet access, with dining and banquet facilities to cater to your business and personal needs. Located in Manila, Manila Grand Opera Hotel and Casino is in the historical district and close to Far Eastern University, San Agustin Church, and Rizal Park. Nearby points of interest also include Baywalk and Plaza Lacson.
The Manila Grand Opera Hotel is easily accessible in Avenida at 925 Rizal Ave. cor Doroteo Jose st. Sta. Cruz, Manila.
The Manila Grand Opera Hotel, the only elegant hotel in downtown Manila, stands at the former site of the Manila Grand Opera House known for many years as the “theater with a history”.
The Manila Grand Opera House was an egalitarian landmark that hosted American officials, the first Philippine Assembly, prima ballerinas, Philippine divas and the world’s top musicians, budding painters who later became national artists and all struggling and major stars of the country’s vibrant music and theater scenes.
One of the interesting restaurant is the Circa Bar and Restaurant at the first floor. The actors who started their career and performed in the Manila Grand Opera were honored with a big portrait surrounding the restaurant.
Savor and delight your palate with authentic culinary creations in the New President Sharksfin Seafood Restaurant. Tease your appetite with our Daily Lunch and Dinner Buffet, from 11 in the morning up to 2 in the afternoon and from 6 to 10 in the evening.
The Ambassador Hall, furnished and equipped with the latest technical equipment and WIFI Internet access, can accommodate 100 up to 800 people. At the Manila Grand Opera Hotel, we make every occasion an unforgettable experience.
Plan your business meetings or organize small gatherings in our top of the line meeting rooms. Our dynamic and professional staff will be more than glad to serve you and provide your dining, meeting and banquet requirements.
HOTEL POLICIES & FEES
The following fees and deposits are charged by the property at time of service, check-in, or check-out.
Know Before You Go * Advanced reservations are required for massage services. Reservations can be made by contacting the hotel prior to arrival, using the contact information on the booking confirmation. There are no room charges for children 7 years old and younger who occupy the same room as their parents or guardians, using existing bedding. Children may not be eligible for complimentary breakfast, if one is offered. No pets, including service animals, are allowed at this property.
* Extra-person charges may apply and vary depending on hotel policy. * Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges. * Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed. * The name on the credit card used at check-in to pay for incidentals must be the primary name on the guestroom reservation. * Check-in time starts at 2 PM * Check-out time is 11:30 AM * Pets not allowed * MasterCard accepted * Visa accepted
Fees * The following fees and deposits are charged by the property at time of service, check-in, or check-out. * Airport shuttle fee: PHP 950.00 per vehicle (one way) * Deposit: PHP 1000.00 per stay (cash only) * Early check-in fee: PHP 1100.00 * Late check-out fee: PHP 1100.00 * Fee for high-speed Internet (wired) in business center: PHP 100.00 per hour (rates may vary) * Additional towels/sheets fee: PHP 30.00 per day * Rollaway bed fee: PHP 700.00 per night * The above list may not be comprehensive. Fees and deposits may not include tax and are subject to change.
Mandatory Fees and Taxes * The following mandatory hotel-imposed fees are charged and collected by the hotel either at check-in or check-out. * A 12 percent city/local tax will be charged * The above list may not be comprehensive. Mandatory hotel-imposed fees may not include tax and are subject to change. *
To provide excellent service beyond compare.
The Manila Grand Opera Hotel is committed to provide admirable service thru timeless expertise.
EXPERIENCE DURING THE TRAINING
SEL CARMEN K. PADUA
November 3, 2011 it was the date when I started my on the job training at Manila Grand Opera Hotel and Casino. It is the only elegant hotel in downtown Manila, which is located beside the Doroteo Jose Light Rail Transit Terminal on Rizal Avenue.
I was assigned at the department which is called Housekeeping. This department is responsible for the procurement and quality of detergents and household chemicals that are used in hotel cleaning services. Also, this department in charge of developing safety rules for use of certain disinfectants and household chemicals.
At first it’s hard for me to wake up too early and riding jeepney every morning. The supervisor calls for a mustering or a meeting. On this meeting, safety personnel check all the workers and practicumers on the assigned department if they were wearing in their proper uniform. Also, they discuss all about what they must do on that day.
On my first day my duty is mid-shift it was from 2 pm to 10 in the evening. I was assigned in the public area. I was so excited but so exhausting. I have swept and dust mop the façade, mop the lobby. I have made the hallways from three to seven storey floor and also maintain the guest elevator that makes me feel dizzy. That was the first time I made it. When it was already 7 in the evening the regular instructor call all the trainees to eat there dinner at 2nd floor pantry we took the chance to rest for a short time then after eating we are going back to the lobby to continue our task. That’s why my back and my feet were aching.
But as time goes by my body is now used to my daily routine. I assigned in the lobby on my second week. This time my schedule is morning shift. This is a hall or waiting room at or near the entrance to a building, such as a hotel. I always maintained the cleanliness of comfort room. Because it was the most important in the guest they want the comfort room is always clean and fragrant. When I finished checking time to time the comfort room, I went to the VIP Hall to check the comfort room there and maintain the cleanliness of the entire meeting hall. I sweep the façade, the back office and the Circa restaurant.
The next task that they gave to me is to clean the entire OKB (Opera Karaoke Bar) located at the Mezzanine floor of the hotel. At first it was so difficult to clean the OKB because it is so big and I don’t have any idea what will I do luckily I was with another trainee that starts ahead to us so they are the one to teach us what we are going to do. We used chemicals that are put in the spray guns such as yessol, air freshener, glance, and shine up.
On my third week I was assigned in Linen mid-shift. In linen we segregate all the soiled/used linens in the shoot 1 and shoot 2 we separate them accordingly. It was difficult because there is pile many used linens to separate. There are times that we are only 2 trainees that will separate all the linens sometimes it is already 7 or 8 in the evening and we are not yet finish segregating them all. After we segregate the linens we count them and record on the linen’s daily segregation log book then after that all we need to do is to wait for the arrival of the Cattleya they are the one who will wash the soiled linens and iron them. When the Cattleya arrives it is the time to count and record the clean linens that they brought and after that we will fold the clean linens to lessen and help the morning to their task for the next day. I was assigned in Linen mid-shift for almost 2 weeks. My fifth week I assigned as a room attendant. I’m so happy and excited because I remember my classmate told me that when you are assigned in R.A(room attendant) you will learn many things and you will get some tip from the guests. My first day being a R.A is so exciting but exhausted I’m with Sir Jordan Vargas he was an on-call. First thing we do is we went to the stock room in fourth floor to get the cart that we will use and put all the linens, amenities that we will be needed. After that we proceed to the fifth floor that assigned to us. We cleaned all the rooms at the fifth and six floor that is on our target quota for that day. Sir Jordan teaches me the proper procedure to how to clean the room. First once you entering the room collect the entire trashcan then while Sir Jordan do the beddings and I’ll do the comfort room, dusting and flooring. When we cleaned the room Sir Randy (supervisor) they checked the room it is called vacant inspection (VCI). I’m did that at the whole day of my duty as a room attendant. The next day I was assigned with Sir Paul Hitosis. He teaches me how to make the beddings for the traditional it was so hard for a girl like me because the bed was so heavy and requires 3 bed sheet and 1 blanket. When we are already done with our quota that afternoon I will surprised because Sir Paul lend me two dollars and one one thousand won I’m so happy that it I received a tip like that for the first time it’s like your tiredness was relieve.
Sir Daven and Sir Mico they are the first who taught me how to make the beddings called Duvet. It was the hardest beddings for me because of the duvet in fill and the duvet cover it is so heavy and difficult to put in the bed. But as the time passed by I can made it more faster and faster all by my self On my remaining days of duty in R.A I was assigned with Ma’am Mira, and Sir Richard. Because I already know what are the things to be done as a room attendant they leaves some VC for me to clean up the entire room alone so I hurriedly get the things that I will be needed and start my task. I’m so happy because being an room attendant even if it is a little bit difficult it is enjoyable because it gives you new and new knowledge and you also receive some tips not only peso but also dollars and won. I was assigned as a Room Attendant for 2 weeks also. When I was assigned as a linen attendant in with Ma’am Salve(regular employee), my co-practicumers and it is also a student in LSPU. We went to the linen room at the third floor where you can saw the bath towel, hand towel, bath robe, bath mat, blanket, duvet- double, queen duvet, pillow case, pillow slip, and pillow. We separated clean linen to the dirty linen. We are responsible to full the cart of the room attendant so they did faster with no hazel. And after we finished separating all the linen in the third floor we proceed to the next stock room in the fourth floor where you can see the different kind of chemicals. And also you can see all the amenities there like mineral water, dental kit, shaving kit, shampoo, lotion, bath gel. After that we proceed to the 9th floor (hotel’s rooftop) to wash the soiled condems that the P.A used. We are also the responsible for assisting the guest request and sending it on every room where the guest are. Some trainees like to be a linen attendant because it is less work for the whole day.
My last week of duty I was assigned in Public Area mid-shift. On the first day I was the only one trainee who duty that night. Sir Julian Sicat (casual employee) and me are the only P.A that time and luckily he was so kind to me because he didn’t commanding me hard and hazel task. He only commands me to maintain the comfort room of the woman and on the VIP Hall. While I was assigned n the VIP Hall there I met new friends who are trainee in Food and Beverage department their names are Dohndev, Arnold and Sonny they are so kind and thoughtful they always talk to me so I don’t got bored and relieved my tiredness. On the other day other trainees where present so I’m not the only trainee. I was assigned to maintain the comfort room on the 8th floor and to clean the Ambassador Function Halls.
On my last day of training it was December 18. 2011 I duty for 16 hours that day. On the morning I was assigned as Room Attendant with Sir Jordan again then when we are done with our quota I proceed to linen on third floor with Ma’am Salve then in the evening I went to the Public Area with Sir Julian. My last day of duty was full of fun because I accomplished all the three tasks in one day. For me this on the job training was very memorable because I learned new knowledge, experience new and the real world of work, and most of all I met new people, friends, personalities that I will never forget as the time gone by.
Skills learned during the training
I learned a lot during my 360 hours duty that inspired me to become a better hotelier, manager or supervisor someday. Manila Grand Opera Hotel and Casino gave me knowledge about the flow of services in the hotel. I also learned how standard cleaning of hotel rooms, how to make the room make-up especially beddings such as duvet and traditional.
They also help me to enhance my communication skills. They teach me how to have a good working relationship with the guest and also with the staffs, how to give best customer service to the guest, how to deal with complaints and so many more. I’m so glad that I’ve successfully finished my practicum without any regrets with the help of my trainers in Manila Grand Opera Hotel and Casino who always understands us, showed care, treat us a part of their family or part of the team and patience for every mistakes that happened.
SEL CARMEN K. PADUA
PICTURES with CAPTIONS