INTRODUCTION

On-The-Job Training is serves as a method by which students is given a

opportunity to apply their knowledge and skills that they’ve learned from the school. It

is a practical experience for the students can already familiar on performing an actual

work setting.

In Bachelor of Science in Hotel and Restaurant Management (BSHRM) at Central

Luzon State University. Students are required to take On-The-Job Training as one of

the final requirement by completing a specific number of hours as part of the curriculum

and to accomplish upon completion of all academic requirement.

The hospitality industry is growing rapidly and in the last decades the industry has

got much vigorous process of expansion. It is expanding locally and globally. Hotel and

Restaurant contribute to the expansion and improving of the industry and also training

future hoteliers and restaurateurs as one of the main keys to the country to be

productive.
 IMPORTANCE OF THE ON-THE-JOB TRAINING

On-The-Job Training is very important task to a college student who is in the final

requirement to his/her field of study, because it’s not only to teach students regarding

their chosen career but also to show students the reality about working. It helps the

student to enhance their knowledge and skill in their field of studies and to boost their

confident to interact with other people. They are somehow train to be responsible and

punctual as they are required to be on time on their job. It is also a stepping stone that

will help the student for the preparation of future professionals for their future job.

OBJECTIVES OF THE ON-THE-JOB TRAINING

The On-The-Job Training exposes the trainee on the actual operation in the

hospitality industry specifically it aims;

1. Provide trainees a hands-on experience in the actual procedure and guest service

aspects of the hospitality industry;

2. Enable the trainees to gain exposure and apply theories they have learned in

school to real hotel and restaurant operations and problems;

3. Help trainees develop a positive attitude, improve the learnings and self-

confidence required of competent hotel professionals.

OBJECTIVE OF THE REPORT:

 The report aims to present the highlights of training and experiences undertaken

by the trainee. Specifically, it aims to:

1. Present the profile of the industry partners including their mission, vision,

strategic goals, company commitment, and corporate personality;

2. Narrate the activities, participation, observation, interaction, challenges, and

problems met and solutions offered that the trainee had experienced during the

training;

3. Discuss the personal evaluation, conclusion, and recommendation made by the

trainee; and

4. Compile the supporting documents, which includes hotel documents (forms,

rates, facilities and amenities, organizational chart, standard operating procedures per

department) and photos that showcase the activities done by the trainee.

Places and Duration

 The trainee completed the required 700 hours of duty in two industry partners,

Astoria Culinary and Hospitality and The forest Lodge at Camp John Hay from

September 10, 2018 to November 8, 2018 and January 16, 2019 to March 5, 2019.

During the first phase of the training , the trainee was deployed at Astoria Plaza

located at the 15 J . Escriva Drive, Ortigas Business District, Pasig City from September

10, 2018 to November 8, 2018. The trainee was assigned in different departments,

Housekeeping departments from September 10, 2018 to September 24, 2018; Front

Office department from September 25, 2018 to October 9, 2018; Food and Beverage

department from October 10, 2018 to October 24, 2018 and ACHI Office from October

25, 2018 to November 8, 2018.

On the second phase of the training , the trainee deployed at The Forest Lodge at

Camp John Hay located at JHSEZ, Camp John Hay, Loakan Road, Baguio City from

January 16, 2019 to March 5, 2019. The trainee was only assigned in Housekeeping

department from January 16, 2019 to March 5, 2019.

THE INDUSTRY PARTNERS

Astoria Plaza

Located in the heart of bustling and progressive Ortigas Business District is Astoria

Plaza. A first class, full service residential suite with all the space and comfort of home

combined with the modern convenience and deluxe services of a hotel. It raises 35

stories high and has six levels of basement parking. With rooms ranging from a

minimum of 60 sq. meters to a maximum of 130 sq. meters, Astoria Plaza’s spacious

rooms are regarded as one of the largest rooms in Metro Manila.

The hotel has 11 function rooms that are perfectly suited for business meetings

and conferences as well as dreamy social functions like weddings and debuts. All the

function rooms have Wi-Fi access. Astoria Plaza also has executive business center,

valet parking service, a spa and fitness center, an outdoor lap pool, a dermatological

clinic, laundry service and a popular delicatessen center. At the ground floor, Café

Astoria, and hotel’s chic coffee shop are located that serves a wide and tempting array

of especially prepared theme buffets and Ala carte fusion cuisine.

Astoria Plaza is conveniently located at 15 J. Escriva Drive, Ortigas Center,

Pasig City. It is within a short distance to Ortigas Center’s top business addresses,

academic institutions, shopping malls such as SM Megamall, Robinsons Galleria,

Podium, Shangri-La Mall, entertainment facilities and sport facilities.

Astoria plaza has nine affiliate hotels, which are: Astoria Vacation and Leisure

Club Incorporation which was established in 2006, the Astoria Hotel and Resorts

(2009), the Astoria Boracay (2010), the Astoria Culinary and Hospitality Institute

(2011), the Astoria Bohol (2012), the Astoria Chardonnay (2013), the Astoria One

Greenbelt (2014), and the Astoria Current (2015).

Mission

The team of Astoria Hotels and Resorts is committed to:

 Provide excellent service, ensuring customer satisfaction and loyalty

 Maximize resources and manage costs, ensuring profitability increased

shareholders’ value;

 Improve employees’ welfare and growth by ensuring high morale through

emphasis on professionalism, honesty, loyalty, fairness and reliability and by

actively listening to our guests, shareholders and to one another.

Vision

 Exceptional Experiences

 Phenomenal Careers

 Uncompromising Passion for Hospitality

Values

 Dedication and commitment

 Trust, respect, and loyalty

 Team spirit

 Human resources development

Present Corporate Personality:

Astoria Plaza

Astoria Plaza hitting commitment in providing excellent service ensuring

customer satisfaction and loyalty, the same thing in maximizing the resources and
managing resources has to develop employee incentive programs and professionalism

and to listen to other ideas, must be achieved by the team.

Astoria Culinary and Hospitality Institute (ACHI)

Astoria Culinary and Hospitality Institute was established for professionals,

non-professionals, as well as hospitality and tourism management students who wish

to enhance and develop further skills in the hospitality service.

Astoria Culinary and Hospitality Institute (ACHI)

Astoria Culinary and Hospitality Institute was established for professionals,

non-professionals, as well as hospitality and tourism management students who wish

to enhance and develop further skills in the hospitality service.

Mission

To provide the latest practical and theoretical education in the international

hospitality industry together with competent human resources suitable to the exacting

demands of the industry.

Vision

To educate and mentor students to professional competency in the hospitality

industry.

Strategic Goal
 ACHI is the prime institution in the Philippines that combines both academic and

experimental education by partnering with schools and individuals to elevate the quality

of each student to become competent professional through rigorous hands-on training

and coaching.

Astoria Vacation and Leisure Club Inc. (AVLCI)

AVLCI offers and sells membership to the guest they offer vacation and Leisure in all

branches of Astoria Hotel and Resorts.

The Forest Lodge at Camp John Hay

The Forest Lodge is big, and there’s really no better way to describe it. Located

inside Camp John Hay itself, this hotel gives you some of the biggest rooms you’ll find

anywhere in the City of Pines. The reason? It was intended to provide suites to those

who wanted to stay at The Manor at Camp John Hay, hence its original name: The

Suites at Camp John Hay.

Forest Lodge has 80 rooms available for booking, with a total of 208 rooms to be

made available to guests once the hotel is fully operational. It’s been around for six

years and is the best choice for families, groups of friends, or even businessmen looking

for a quick getaway from the stresses of Metro Manila. They offer 4 types of rooms,

each as spacious as the last. Their Superior and Deluxe rooms are ideal for couples,

while their Family rooms and 1-Bedroom Suites can take in small groups of 5-6 people.

Extra guests beyond their max capacity will be charged P1,350 each.

There’s something for everyone at The Forest Lodge. People looking to celebrate

special occasions or hold mid-size meetings can tap The 19th T, a veranda setting that
overlooks parts of the Camp John Hay Golf Club and Baguio’s famous pine trees.

Hungry for a meal? The hotel has tapped Chef Billy King to bring you The Twist, a

trendy cafe that serves light and healthy options from Chef Billy’s Asian fusion menu.

A treat for those who want to truly escape and reminisce is The Music Room. Located

in a small room on the opposite side of The Twist’s main dining area, it’s a place where

you can listen to rock & roll classics the way they should: playing vintage vinyl on a

phonograph. Kids can have their fun in the Baguio sun at Camp John Hay, but you can

always have them play in The Kiddie Corner, where they can have fun with a mini

ball pit and enjoy other exciting activities The Forest Lodge has in store.

Highlights of Training and Experiences

Activities and Participation

Astoria Plaza

Housekeeping Department

On September 10, 2018, the trainee was assigned in Housekeeping department.

During the first phase of his training, she was no idea what will happen to her first day.

She was nervous, scared and excited as well. On the first day it was only a orientation

about what is housekeeping all about conducted by Sir Doy Gacute who is one of the

supervisor in Housekeeping department.

On September 11, 2018, is the continuation of the orientation for the first phase of

the trainees was conducted by Sir Jojo Asuncion, who is also a supervisor in
Housekeeping department. He discussed the house rule and Do’s and Don’ts of the

housekeeping department. He also introduced the different heads of each department

and also he discussed the different areas of the housekeeping department. He presented

to the trainees an actual video on how to properly clean a room.

In third day, 8am in the morning Mrs. Rachelle Mantes conducted a morning

briefing in the gold loop on what floor of the hotel each trainee will be assigned for that

day. She was assigned in hotel rooms in 32th floor and the attendant is Ma’am Darlyn

Napusi who teach the trainee how to clean the kitchen, bathroom, guestroom and also

the living room, and also how to make bed making, dusting and vacuuming. After all

the rooms clean the soiled linen will be going to sort and segregate.

She also assigned in the public area once. The main duties of the trainee of that are

was to maintain the cleanliness and orderliness of the public cr and also to clear the

hallway.

Front Office Department

In the first day of the front office Mrs. Shella Cruz who is the supervisor of the

front office department give the trainees a short briefing and orientation about the areas

and what they are doing in the department. After that she assigned the trainees on where

designated areas they will going. The trainee assigned in the Business Center Ms.

Christelle Justiniano is the GSA or the Guest Service Agent teach us to do phone

operator with the guest such as reminding of the guest of their check out, and also trunk

call to check the line of all properties of astoria. The trainee also assigned in reservation

area that main responsible is to sell the rooms, talk with the guest and do the reservation
by using IFCA. Trainee also assigned in the VIP reservation they assist the VIP guest

to check out and check in.

Food and Beverages Department

In first day in the Food and Beverages department Mr. Wyan Ng who is one of the

supervisor in the Food and Beverage department conducted a orientation about basic

knowledge about Food and Beverage, how to set up table, serve food and water, how

is the proper handling of the bar tray and more. And also he discussed about the house

rules and do’s and don’ts as a food and beverage attendant. And before the orientation

ended he designated the trainees on what sections of the food and beverage department

they will go if they are going in cafe or banquet. The trainee was assigned in banquet.

He assisted by Mr. Angelo Tindoy. He discussed the trainee’s duties and

responsibilities and also do’s and don’ts in the banquet section. He discussed about

different sections of the department; pantry, kitchen, steward section, meeting rooms

and function rooms. In the first day in banquet the trainee assigned in the Chardonnay

the expensive and most huge function room of astoria they held an event that day the

Fuji Film Anniversary trainees assigned to assist the guest and also serve food and

water. And also in banquet section were the trainee’s arranged chairs and do table set-

ups, and to prepared the goblet, plates and utensils every time that there is event

scheduled.

The trainee also assigned in the Cafe where the guest are eating breakfast, lunch

and dinner. Mrs. Nerissa Ann Libao one of the Food and Beverage attendant oriented

the trainee what must to do in cafe like how to bust out the plates and glasses. And also

to replenish the buffet station and assigned to set-up the coffee and buffet station.
Office (ACHI Office)

The orientation was conducted by Ms. Ferlyn Mae Esperat who is one of the

employee in the ACHI Office discussed the house rules and do’s and don’ts in the

office. She teach what are the things will be doing in the office such as printing,

photocopying documents and also assisting the students that will having ojt in Astoria

and also get signature of the general manager for some document.

The Forest Lodge at The Camp John Hay

Housekeeping Department

On January 16, 2019 to March 5, 2019, the trainee was assigned in Housekeeping

Department. The trainee was oriented by Sir. Romel Paguel he introduced what is

Housekeeping department and what are the areas of it. In the first day of housekeeping

the trainee assigned in public area who is the attendant is Ma’am Fredelyn Balana she

teach the trainee how to maintain cleanliness and orderliness of the public cr, hallway,

elevator, and also the entrance of the hotel.

The trainee was assigned also in hotel room where there are more areas to handle

and tasks to do , compare to the public area such as cleaning the kitchen,the dining area,

living room, guest rooms, dusting and vacuuming. Also she assigned also to check the

minibar if it’s completed.

The trainee also assigned in Linen area where the trainee sort and segregate soiled

linen. And also checking the new linen to be used in the rooms.
 Observation

Astoria Plaza

Housekeeping Department

In this department, the trainee observed how hard to be a room attendant and

public attendant in the hotel. The trainee was impressed on dedication and

professionalism of room attendant on how they show their eagerness and

dedication to finish their tasks. They are also approachable to teach the trainee.

They served as a role model to the trainees because their job is one of the hardest

job in the hotel industry.

Front Office Department

In this department, they are busiest department of the hotel so they have that much

time to interact with the trainees. The trainee must listened carefully if they teach

because they will going to teach it once. She must also observe carefully to know the

different things she needs to learn as a front office agent. The trainee also observed how

proper groomed and professional the employees was. The trainee impressed how good

the front office agents to handle guest complaints and attitudes.

Food and Beverage Department

The employees in this department are very approachable and kind. They treat the

trainees as one of their co-employee. The work in the this department is also hard
 especially dealing with the guest but the employees motivation makes the trainees boost

their confident.

Office (ACHI Office)

This department also one of the busiest department because of lot of papers they

are doing. I observed how they do and handled their own specific tasks. They are also

kind and approachable to teach office things in the trainee.

The Forest Lodge at Camp John Hay

Housekeeping Department
The employees was very kind and approachable it is easy to ask them if the trainee

want to know something about the department. S

Interaction

Astoria Plaza

Housekeeping

Interaction of the trainee and the guests in this department are limited. Guests

only interact with the trainees when they need to request something.

Front Office Department

The trainee was assigned as a telephone operator were she interact guest in phone

call and also employees in different properties of astoria. She also assigned to front
desk to prepare registration cards, breakfast coupons, pint WIFI access, make receipts

and room chargers, answer guest inquires and organize files for the guest. And also in

business center were the trainee assist guest to print their documents or to help guest

if they need help to type something. She also interact VIP guest in the hotel and assist

them in their check-in and check-out.

Food and Beverage Department

During her duty in banquet and cafe, the trainee had the chance to interact with

the guests most of the time. She assisted guests to their seat. She filled guest’s water

goblets and ask if they want coffee or tea and serve food. And assisted guest if they

need something.

Office (ACHI Office)

During her duty in ACHI Office the trainee dis some paper works like printing,

sorting of files, and more. She also take the documents in other office to be sign.

Problems Met and Solutions Offered

 During the internship of the trainee at Astoria plaza, one of the problems she

encountered is that the front office employees did not interact that much with the OJT

trainees even in their free time. All trainees need to observe and learn the process or

functions in the front office. The trainee only seeks assistance from the employees who

have already experienced working in the front office. The trainee came up with the

solution to this problem which is whenever they need assistance or questions regarding

the tasks in the front office they will consult the employee in-charge.

On the orientation, the trainees were told that they are required to wear uniform

of the hotel. Getting of uniforms have schedule, the uniform is only available before

the actual duty hours. Getting the uniform for the next day is not allowed. Sometimes,

the person in-charge with the uniforms comes late even the trainee comes earlier before

the duty. The trainee came up with a solution that the uniform will not be returned after

use to avoid tardiness during duty and as long as it is kept properly. All these came up

to be another problem during the duty. And especially on handling and interaction to

the guest because sometimes there are guest that have bad attitude.

Accomplishments and Contributions

On-the-Job training serves as a stepping stone in achieving to work in your

chosen field. This is where you acquire experiences and knowledge about your work.

The trainees must keep in mind that the training’s purpose is to prepare them for the

real world.

The trainee contributed in the industry by means of proving his worth – both his

intelligence and skills to be in the place she ought to be. She also showed
professionalism in work by being completely focused in it due to her target to make her

parents, employees, teachers be proud of her.

When the trainee is in the housekeeping department, she cleans the kitchen and

bathroom just like how the room attendant does it. When she is in the food and beverage

department, she accepts every guest request so that she can give the needs and achieve

guest satisfaction. While in the Front Office Department, the trainee proves herself that

she is knowledgeable in doing the assigned tasks and want to learned more things about

the department. She must show professionalism and even use her skills when

communicating and assisting the guests.

Competencies Gained

The trainee realized what and how her future job work would be. The health of the

worker should be given importance while working. They are still in the learning process

and they are new to this kind of environment. At the same time, she learns new things

in the hospitality industry, as a future hotelier and for her to be more competent when

he enters the hospitality industry.

While on-the-job training, the trainee followed the house rules given to her to avoid

problems at work. The trainee observed by being professional when communicating

with the guest and employees. The trainee observed punctuality when going to work

and she even observed what the employees did before the operation hours began.

After the OJT, he didn’t only gain insights and experience in his chosen field

but she also gained insights about the real world and dealing with people around her.

Projects and Outputs

 At Astoria Plaza, when the trainee was assigned in the housekeeping department,

she was duty bound to clean the kitchen and bathroom, do the bed making, vacuuming,

mopping and sorting linens.

While the trainee was deployed in the Front Office Department, she assisted

the guests to their function hall and guest service for filling up forms or other files

needed in the back office, worked hands-on using the IFCA. She also learned the

process of checking the guests who checked in and out of the hotel. And also helping

the guest to do some printing and assisting them in business center.

At the food and beverage department, the trainee served drinks to the guest, kept

the pantry clean, helped the bartender, and accepted requests from guests.

At Astoria plaza, in the Achi Office, the trainee was tried to send emails, sort

files and documents, routing to other departments and business proposals.

Financial Statement

A. Expenses Incurred During the On-the-Job Training at Astoria Plaza

Particulars Amount

Training fee Php 9,000

Accommodation Php 10,000

Allowance Php 10,000

Other Expenses(Groceries) Php, 5,000

Total (for 2 months) Php 34,000

 B. Expenses Incurred During the On-the-Job Training at The Forest Lodge

Particulars Amount

Training fee 650

Accommodation 7000

Allowance Php 6,000

Other Expenses(Groceries) 1,000

Total (for 2 months) Php 14,650

SUMMARY, CONCLUSION AND RECOMMENDATIONS

SUMMARY

The trainee completed the required 700 hours of duty in two industry partners,

Astoria Plaza from September 10, 2018 to November 8, 2018 and The Forest Lodge at

Camp John Hay from Jan 16, 2019 to March 5, 2019.

 During the first phase of the training, the trainee was deployed at Astoria Plaza

from September 10, 2018 to November 8, 2018 the trainee was assigned in

Housekeeping department, Front Office Department, Food and Beverage department

and ACHI Office.

On September 10, 2018, the trainee was assigned in Housekeeping department. During

the first phase of his training, she was no idea what will happen to her first day. She

was nervous, scared and excited as well.

On September 11, 2018, is the continuation of the orientation for the first phase

of the trainees was conducted by Sir Jojo Asuncion, who is also a supervisor in

Housekeeping department. He discussed the house rule and Do’s and Don’ts of the

housekeeping department. He also introduced the different heads of each department

and also he discussed the different areas of the housekeeping department. He presented

to the trainees an actual video on how to properly clean a room.

In the first day of the front office Mrs. Shella Cruz who is the supervisor of the

front office department give the trainees a short briefing and orientation about the areas

and what they are doing in the department. After that she assigned the trainees on where

designated areas they will going. The trainee assigned in the Business Center Ms.

Christelle Justiniano is the GSA or the Guest Service Agent teach us to do phone

operator with the guest such as reminding of the guest of their check out, and also trunk

call to check the line of all properties of astoria.

In first day in the Food and Beverages department Mr. Wyan Ng who is one

of the supervisor in the Food and Beverage department conducted a orientation about

basic knowledge about Food and Beverage, how to set up table, serve food and water,

how is the proper handling of the bar tray and more. And also he discussed about the

house rules and do’s and don’ts as a food and beverage attendant. And before the
orientation ended he designated the trainees on what sections of the food and beverage

department they will go if they are going in cafe or banquet. The trainee was assigned

in banquet.

She assisted by Mr. Angelo Tindoy. He discussed the trainee’s duties and

responsibilities and also do’s and don’ts in the banquet section. He discussed about

different sections of the department; pantry, kitchen, steward section, meeting rooms

and function rooms.

On October 25, 2018 the orientation was conducted by Ms. Ferlyn Mae

Esperat who is one of the employee in the ACHI Office discussed the house rules and

do’s and don’ts in the office. She teach what are the things will be doing in the office

such as printing, photocopying documents and also assisting the students that will

having ojt in Astoria and also get signature of the general manager for some document.
 CONCLUSION

In the given time period of training the trainee was able to learn new things which

would enhance her knowledge in her chosen field of work and how to communicate

with other people. The trainee learned that one should know how to be independent

while working and should not rely always on other employees. She tried new things in

the duration of her OJT and it served as a learning experience for her. And be more

confident in interacting with the guest.

Communication is important in learning. Effective communication can help to

foster a good working relationship.

RECOMMENDATIONS

After the on-the-job training at Astoria Plaza and at The Forest Lodge at The

Camp John Hay, the trainee would like to recommend the following for the future

trainees, partner agencies, and the faculty members of the Department of Hospitality

Management.

For the future trainees:

1. Learn the basic information

2. Always grab every opportunity given to you

3. If you’re not sure what you are doing don’t be afraid to ask questions

4. Be humble, be kind, be friendly to others and know your place.

5. Always be positive when it comes to the task given

 6. Work hard to the fullest

7. Explore and observe the important things that can help you near in the near

future

8. Make your OJT journey memorable

9. Don’t be timid or shy for this will not help when it comes to your training

For the industry partners:

1. Continue to inspire the students

2. Keep teaching them good examples

3. Continue to provide quality and excellent training to future hoteliers and

restaurateurs.

4. Be a good role model to them

5. Observe Cordiality
 A NARRATIVE REPORT ON THE ON-THE-JOB TRAINING
UNDERTAKEN AT AND ASTORIA PLAZA, PASIG CITY
AND THE MANOR, BAGUIO CITY

ARLEEN KAYE B. BOLISAY

BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT

Department of Hospitality Management, College of Home Science and Industry
CENTRAL LUZON STATE UNIVERSITY
Science City of Muñoz, Nueva Ecija

JUNE 2019
 Republic of the Philippines
CENTRAL LUZON STATE UNIVERSITY
Science City of Muñoz, Nueva Ecija

COLLEGE OF HOME SCIENCE AND INDUSTRY

APPROVAL SHEET

This report entitled A NARRATIVE REPORT ON THE ON-THE-JOBTRAINING

UNDERTAKEN AT ASTORIA CULINARY AND HOSPITALITY INSTITUTE
(ACHI), PASIG CITY AND THE MANOR, BAGUIO CITY prepared and
submitted by CZARINA JOYCE BAGUIO in partial fulfillment of the requirements
for the degree Bachelor of Science in Hotel and Restaurant Management
is hereby accepted.

Ms. Marie Jel Bautista

On-the-Job-Training Adviser/Coordinator

Date Signed

DANA G. VERA CRUZ, Ph.D

Chair, Department of Hospitality Management

Date Signed

Accepted and approved in partial fulfillment of the requirements for the degree
Bachelor of Science in Hotel and Restaurant Management

JUDITH P. ANTONINO, Ph.D

Dean, College of Home Science and Industry

Date Signed