A NARRATIVE REPORT ON THE ON-THE-JOB TRAINING

UNDERTAKEN AT AND ASTORIA PLAZA, PASIG CITY

AND THE MANOR, BAGUIO CITY

CZARINA JOYCE S. BAGUIO

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. Kristelle Sobrevilla-Lamson

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
PERSONAL BACKGROUND
Name : Czarina Joyce S. Baguio

Date of Birth : September 2,1998

Place of Birth : Agbannawag Rizal,Nueva Ecija

Address: : Plaridel,Llanera, Nueva Ecija

Father’s Name : Mr. Danilo S. Baguio

Mother’s Name : Mrs. Maria Luisa S. Baguio

EDUCATIONAL BACKGROUND

Tertiary : Bachelor of Science in Hotel & Restaurant

Management

Central Luzon State University

Science City of Munoz, Nueva Ecija

Secondary : Charles Angel Montessori School

Bagumbayan, Llanera, Nueva Ecija

Primary : Llanera Central School

Bagumbayan ,Llanera ,Nueva Ecija

INTRODUCTION

On-The-Job Training is an opportunity for the student to apply all the

knowledge they learned in the school. This opportunity helps the student to understand

more about the industry and to give them more knowledge about their field of study.

This is a practical application of what the student learned from the school that can helps

the student to experience, understand and clarify career goals.

Importance of the On-The-Job Training

On-The-Job Training is one of the highlights of a college student. In this stage

the student can experience about what the real world is. This is a great opportunity for

the student to learn more knowledge about their field of study and it exposes them to

the real work environment. This opportunity can helps the student to develop their

ability to communicate and to improve their interpersonal and management skill.

Objectives of the On-The-Job Training

The on-the-job training exposes the students on the actual operation in

the hospitality industry. Specifically it aims to:

1. Help students develop a positive attitude and self-confidence

required of competent hotel professionals

2. Provide students a hands-on experience in the actual procedure and

guest service aspects of the hospitality industry;

3. Enable the students to gain exposure and apply theories they have

learned in school to real hotel and restaurant operations and

problems;
Objectives 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 and 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 recommendations 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 Institute and The Manor from September 11 2018 to

March 2, 2019.

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

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

04,2017 to October 31,2017. At Astoria Plaza, the trainee was assigned in different

departments: Food and Beverage Department from September 11,2018 to September

24,2018; Housekeeping Department from September 25,2018 to October 09,2018;

Customer Service Department from October 10,2018 to October 18,2018; Front Office

Department from October 19,2018 to October 31,2018.

On the second phase of the training, the trainee was deployed at The Manor

Hotel located at Loakan Road, Baguio City 2600 Philippines from January 26, 2019

to March01, 2018. At The Manor the trainee was assigned in Housekeeping

Department.
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 suites with all the space and comfort

of home combined with the modern convenience and deluxe services of a hotel. It rises

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. There is an 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, one will find Café

Astoria, the hotel’s chic coffee shop 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, such as they 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.

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.

The Manor

Vision

We will be the preferred choice of member, traveler, and guest by providing

first class service and truly memorable experience that is uniquely Baguio.

Mission

We committed to achieve the vision by providing personalized efficient service

and quality facilities that will surprise and delight our customer and by recreating a

work environment that will continuously maintain and develop competent and highly

professional people.

We committed to conduct our business in way that will promote the preservation

and enhancement of our environment.

All theses we do to contribute to the comprehensive total development of camp

John Hay and Baguio as preferred hospitality destination of the Philippines.

 Values, Self excellence ,Employee Excellence

 Commitment, Teamwork, Social Responsibility

Highlights of Training and Experience

 Activities and Participation

Astoria Plaza

Food and Beverage Department

Food and Beverage Department is responsible for maintaining high

quality of food and service, food costing, managing restaurants. Also responsible on

handling small and big events like meetings, seminars and other kind of occasion.

On 25th of September 2018, the trainee was assigned to her first phase which is

the Food and Beverage Department. The first two days of the trainee was all orientation.

The first orientation was conducted by Sir Wyan Ng and Ms. Amy Dela

Cruz, department head of Food and Beverage Department. They discussed the do’s and

don’ts of as a Food and beverage attendant. They also teach the step by step procedure

of welcoming the guest up to handling guest complains. Ms. Amy also tought the

trainees the right terms or royal words and other tips on food and beverage department.

The next day Sir Wyan Ng teach all trainees the step by step procedure of table set up

and after he discussed He group all the trainees into four groups and one by one will

perform. After two days of orientation Mr. Wyan Ng gave the schedule and designated

areas to all trainees.

The Food and Beverage Department has two major sections which are the Café

and Banquet. The trainee was assigned first on the banquet. Banquet is a range of
service style for large catered events like meetings, seminars and other kinds of

occasion.

On September 16- 18 2018, the trainee was assigned to different function hall

like Hampton and Lafayette hall. First, the trainee was assigned in the pantry to help in

cleaning all utensils and china wares and when the meeting or seminar start she assigned

at the function hall as a food and beverage attendant. She must pay attention to the

guests. Second, the trainee was in charge in checking the condiments station, she also

the one who refilled all the guest needs.

Next is on September 19- 24 2018, the trainee was assigned to Astoria Café.

Her schedule is from 2pm to 10pm. First, the trainee was assigned in pantry where the

food prepared and ready to serve. It is also where the cleaning of the utensils and

chinawares takes place.

Second , the trainee was assigned as a food and beverage attendant they gave

the trainee the opportunity to interact to the guest. The trainee was assigned in

welcoming the guest and guiding them to their seats. She is also the one who refilled

the water glass. After the operation she help in table set up for the next day.

Lastly, the trainee was assigned in the bar station, the bar attendant explain the

uses of each equipment and utensils. the trainee was assigned to do tasks like assisting

the bar attendant, serving drinks, refilling the pitchers, and maintaining clean and

organized area.

On the last day in café all trainees helped the staffs cleaning and preparing the

new café.
Housekeeping Departmen

On September 25-26 2018, the orientation for the second phase of the trainees

was conducted by Mr. Jojo Asuncion, who is the supervisor of the Housekeeping

Department. He discussed the house rules and the Do’s and Don’ts of the Housekeeping

Department. He also discussed the different heads of each department. He presented to

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

properties and facilities of Astoria. He also assisted by Sir Jojo and they gave us the

opportunity to use the equipment and try the bed making. The trainees also conducted

a ocular to different kinds of rooms in Astoria .

In the morning, Ma’am Rachel conducted a morning briefing in the

gold loop on what floor of the hotel each trainee will be assigned for that day. The

trainee was assigned to the hotel rooms where there are more areas to handle and

tasks to do, such as cleaning the kitchen, the bathroom, the dining area, the living area

and the bedrooms. She was assigned to do the kitchen more frequently that includes

washing the dishes, taking the trash out, setting the kitchen amenities and checking

the equipment if its works. The trainee was also assigned at public area, she is

responsible in cleaning all public area from ground floor to 4th floor including the

hallways, guest comfort rooms. She also assigned in housekeeping department at

basement six with Sir Zed De Guzman where in this area she able to learn how to use

the system.
Customer Service Department

On September 27,2018, the trainee was assigned in the Customer Service

Department.

The orientation was conducted by Ms. Mary Anne Valenzuela who is the

department head of the Customer Service Department. Ms Valenzuela discussed the

house rules and the Do’s and Don’ts in the Customer Service Department. She also

gave information about the Astoria Vacation and Leisure Club, Inc (AVLCI)

memberships all about. She has also given the schedule of each trainee for two weeks.

the next day the trainee was assigned in reservation area . Reservation are responsible

in assisting the guest with their planning and booking aspect of their vacation or stay.

She learned how to use the Information For Competitive Advantage or IFCA , a

system used by the hotel that holds guest information, was also assigned to the

trainees to be checked daily for any in-house or check-outs for the day or for the

following day. The next day the trainee was asked to join Ms. Phoebe to have room

inspection. Ms. Phoebe explained the difference of member and non-member. The

trainee also assigned as a telephone operator at first she felt nervous but later on she

over come it and start enjoying her job. Ms. Shushi Tayo also asked to help her to do

the everyday breakfast coupon and in arranging the bank transaction.

Front Office Department

 This department where the first and last transactions are done. Front office

department is the one who receives information about the guest and will then pass this

to the connected department within the hotel. This department can help the trainee to

boost her confidence to communicate and interact to the guest. She also learned how

to handle guest complains.

On October 26,2018, Ms Shella Cruz the Front Office Manager was conducted

an orientation to all front office trainees. She discussed the different section of front

office and its functions and She also taught the spiels as a front officer. On the other

day Ms. Shella Cruz gave an activities to all trainees about on how to use the (IFCA)

Information For Competitive Advantage. She also taught the trainees the check-in and

check-out procedure. She also gave the schedules and assigned areas. The first area,

the trainee was assigned in phone operator. This section is the responsible in

accepting calls from in house and outside calls. Mr. Kenneth the phone operator gave

the trainee a copy of the spiel and he let the trainee to experience to received calls.

The trainee also assigned to do the trunk line where in you need to dial and check the

different properties of Astoria. Next area where the trainee was assigned is in front

desk. Her schedule is graveyard from 9pm to 5am. She observed the actual check in

and check out of the guest. The front officer taught the trainee to use the IFCA and

explained the different kind of forms.

The Manor

Housekeeping Department

On January , 2019, Ms. Jane the head of human resources department was the

one who taught the trainees the do’s and don’ts of the hotel. she also explain the

proper grooming for the trainees. She also gave some historical background of The

Manor.

On January , 2019, first day in housekeeping department. Ms. Ella extend her

warm welcome to all trainees in their department. She shared her own story on how

she became a housekeeping manager that can serves as a motivation to all trainees to

do all their best in every task they will assign. She also discuss all the do’s and don’ts

in housekeeping department and also the procedure on how to clean a room. After the

orientation

first area she assigned is in public area the main duties of the trainees for that

area are to maintain cleanliness, and clear the hallway, take out the trash and refill the

tissues at the guest comfort toom.

The second area the trainee was assigned to the hotel rooms where there are

more areas to handle and tasks to do, compared to the previous area such as cleaning

the kitchen, the bathroom and bed making. She was assigned to do the kitchen and

comfort room more frequently that includes washing the dishes, taking the trash out,

setting the bathroom amenities and refilling the coffee station. She also assigned on
checking the refrigerator if incase consumed product and also checking the expiration

date of each product.

The trainee is also assigned in stock room for two days. Their task is to

repacked all the hotel amenities from the old packaging to new one like comb, dental

kid, shaving kit, shower cap, shoe mitt, soap and shampoo.
 Observation

Astoria Plaza

Food and beverage Department

In this department, the trainee observed that all staffs have their own unique

way on how perform well their task. They are all willing to help the trainee to learn

more about their work. They also shared some stories about their experience that can

also help the trainee to know more about the industry. When it comes in quality of

standard the trainee can say that all the staffs did all their best to provide a high

quality of service. All employees showed on how they loved their job, the trainee

observed all employees are very professional on how they handle guest complains.

Housekeeping Department

In this department, the trainee noticed that all room attendant of the hotel are

all hard working and dedicated to their job. They showed their professionalism and

they all follow the proper procedure in cleaning a room. all room attendants are also

kind enough to share their skills and knowledge to their trainees. They also helped the

trainees to do their task.

Costumer Service Department

In this department, the trainee observed that all employees are professional and

they really love their work. Every staff have their own specific work but they still help

each other. The trainee also noticed the professionalism of each employees on how they

help the guest and on how they handle guest complains. They also help the trainee to

understand more about their work and sometimes they gave chance to their trainees to

experience their work.

Front Office Department

This department is what they called the heart of the hotel. In this department,

the trainee first noticed that all front office agent are all very well groomed and

professional in every thing. The trainee observe that the employees are busy and

focused on their job. The trainee should have initiative to learn about their job and she

must observe carefully and understand to know all thing she need to learn as a front

liner.
The Manor

Housekeeping

In this department, the trainee observed the dedication of each room attendant.

Teamwork was prominent .She noticed that all room attendances are hard working

and usually take over time just to finished first their job. Room attendants also shared

their on techniques on doing the bed making.

 Interaction

Astoria Plaza

Customer Service Department

One hour a day, the trainee was assigned on the customer service lounge to

welcome’ the guest. She also serves welcome drinks for the guests.

Housekeeping Department

Every 9 in the morning their will be a briefing inside the goldloof where the

supervisor gave the designated areas.

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

only interact with the trainees when they need to request for extra amenities or towels.

Food and Beverage Department

During her duty in the dining area, the trainee had the chance to interact with

the guests most of the time. She assisted guests to their seats. She filled guests’ water

goblets. She served coffee, tea and food. There were times when, the trainee took

orders and attended to the guest’s needs.

Front Office Department

The trainee was assigned as a telephone operator where the trainor instructed

her to do the trunk line every hour. The trainee used the standard spiel when

communicating to the other line. The trainee was reassigned at the front desk. The

front desk agent instructed her tasks to prepare registration cards, breakfast coupons,

print WiFi access, make receipts and room charges, answer guest inquiries and

organize the files of in-house arrivals and check-out.

 The Manor

Housekeeping

On her duty at the Housekeeping Department, the trainee was instructed

by the room attendant to segregate the garbage. While segregating the garbage, the

guest saw them and asked her if the trainee can operate the television because the guest

did not know how to operate it. The trainee was called the Room Attendant to assist the

guest because trainee was not allowed to enter the guest room if it was occupied and

had no permission of the room attendant. Also every time there will be a guest request

the trainee is the one who gave the request to the guest.
 Problems Met and Solutions Offered

On the orientation they discussed the grooming standard and it includes

to wear the right uniform specially in food and beverage department and front office

department but the problem there is all trainee can only get the uniform minutes before

their duty hour and they should give back after their duty and it become a struggle to

the trainee because there is a case that sometimes the person in-charge with the uniforms

comes late even if she comes earlier before the duty. The trainee came up with a solution

to exert more effort to come earlier to avoid being late.

Another problem that the trainee encountered during her duty at Front

Office Department is the schedule of duty. Her time of schedule is from 9pm to 5am it

became struggle to the trainee because she’s going alone. That’s why the trainee came

up with the solution to came ealier so that she can go with other trainees.
 Accomplishments and Contributions

On-the-Job Training is not just a requirement to passed. It is stepping

stone in reaching your goals in your chosen field. It is an opportunity to gain more

experience and knowledge that the trainee can use in her future work. On-the-Job

training is a best way to improve more the trainees skills and capability. It is also serves

as a training ground for her future work in the industry.

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

both her intelligence and skills to be in the place she bought to be. She also showed

professionalism in work by being completely focused in it due to her target goals in

reaching her dreams.

When the trainee assigned in food and beverage department she did all her best

to give a high quality of service to all guest. she assisted and serve all guest with her

whole heart. When the trainee assigned in housekeeping department she fully

understand the procedure and she follow the right standard.

 Competencies Gained

The On-The-Job training was an opportunity to the trainee to realized

what would be her future career. It is also a way to boost her confidence and to improve

her skills and talent. The trainee was new with this kind of environment she’s still on

process of understanding the real world of the industry. She gained many experience

that she use in her future work. After her on the job training the trainee became more

ready and competent as she enters the hospitality industry.

During her on-the-job training the trainee did all her best to fully

understand all the do’s and don’ts of the hotel, she follow all the rules and regulation to

avoid problems during her duty. She make sure that she did her best in every task given

on her. The trainee also observed punctuality on going to work, she always checked her

grooming standard.

After her on-the-job training the trainee gained knowledge and she also

understand what the hospitality all about. Now, she is ready to conquer the real world.
 Projects and Outputs

At Astoria Plaza, In food and beverage department, the trainee is the one who

welcomed the guest and assisted to their seats, served drinks to the guest, kept the pantry

clean, cleaned all utensils and helped in doing the table set up.

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

department, she was duty bound to clean the kitchen and bathroom, vacuuming,

mopping and sorting linens. She also assigned in housekeeping office to assist the

housekeeping officer and she also became a phone operator.

In the customer service department, the trainee was assigned in Customer

Service Lounge, her task is to welcome the guest and she also assisted the guest with

their concern. She also assigned in reservation area where she is able to assist the

customer service agent with regards to the sending of emails, sorting of files and

documents, learn the IFCA, and routing to other departments.

The last department she 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.

At the Manor, the trainee was assigned in Housekeeping Department she able

to help the room attendant in cleaning the hotel rooms including bed making,
segregating the garbage and linens. She also assigned in linens section wherein she

organized all linens and assorting them in order.

Financial Statement

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

Particulars Amount

Training fee Php 9,000

Accommodation Php 9,000

Allowance Php 10,000

Other Expenses(Groceries) Php, 4,000

Total (for 2 months) Php 32,000

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

Particulars Amount

Training fee 900

Accommodation 7,000

Allowance Php 10,000

Other Expenses(Groceries) 2,000

Total (for 2 months) Php 19,900

 SUMMARY, CONCLUSION AND RECOMMENDATION

Summary

Before the student will undergo on the On-the-Job training, she needs to render

450 local duty hours in the three major subjects of the department; the housekeeping

department, Food and Beverage department, and front office department. The student

is required to render 700 hours of duty on her OJT, 400 hours coming from Astoria

Plaza and 300 hours to wherever hotel she wants to decide to render her service. On-

the-Job Training (OJT) program helps every student to apply and improve the

knowledge and skills acquired during their studies, and applying what they learn in the

real world brings a deeper understanding as well as heightened skills. OJT gives

everyone an insight into what the hospitality industry is all about. It gives the student

an opportunity to experience the industry and decide on which area/department she

wants to see in her future career.

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

Astoria Plaza (September 11,2018 to October 31,201.) and The Manor (January 19 to

March 1,2019)

The trainee was required to render her first OJT at Astoria Plaza, the

industry partner of the university. The trainee’s first OJT started in September 11,2018

until October 31, 2017. The trainee learned a lot when she was still in her training. The

employees of Astoria Plaza were very approachable and they are willing to share their

knowledge to the trainees which is very helpful in the actual operations and of course
for their future. Housekeeping Department taught her that being a housekeeper is not

an easy job; they are not focused only in one service. Housekeeping department has

many duties including cleaning the rooms, maintaining cleanliness in the public areas

etc. In the front office department the department taught her that being patient in this

department is a must. Being also good in communication and social skills is also needed

because they always have an interaction with the guests. In food and beverage

department the trainees should always be disciplined and needs to be good in their

communication skills. In finance department, the employees should be good in their

technical skills and their strategic planning. The trainee did perform very well during

her training and got a good evaluation because of her obedience and being functional

during the training.

The trainee’s remaining 300 hours was spent at The Manor in Housekeeping

Department. The trainee started her training from January 19,2018 until March 4. Being

a trainee in this property is a great opportunity for the trainee to showcase her skills and

knowledge she learned from her previous OJT. The trainee was taught to clean the

rooms in standard procedure. First task was to remove the trash bags then arranged the

bed, after which was cleaning ofthe bathroom, vacuum, mop, and replenishing the room

amenities such as lotion, toothbrush and toothpaste, shampoo and bath soaps.
Conclusion

The Bachelor of Science in Hotel and Restaurant Management (BSHRM)

student of Central Luzon State University (CLSU) experienced difficulties in her

training and encounter some problems in the process, but she also experienced an

amazing, wonderful and a worthy training. These learning’s from different person and

different events will be remembered and will be treasured for life. The tasks given to

them are for them to experience the real situations in their future career. The tasks that

were given to them are the things that they are capable of doing. The employees were

very responsible in teaching and sharing their knowledge to the trainees, in this way the

trainees will learn easily and will explore new things with confidence. Astoria Plaza

and The Manor was good and responsible hotel for the trainees. They were capable of

teaching and molding every student to become a future hotelier and restaurateur.

The On-the-Job Training program indeed helped the students grow and mature

in many ways. It gives an insight to every student to see the challenges that the

organizations may face. It widens and increases the knowledge of the students in

solving problems, dealing with guest complaints and improving one’s capability,

capacity and performance. It also develops the sense of professionalism, love of work

and commitment to people they serve.

On-the-Job training for BSHRM students will be a great stepping stone to

become a successful hotelier and restaurateur. On-the-Job Training also helps the

student realized that she was great in the food and beverage department in Astoria Plaza,
and she thinks she excel in that department and has learned so many things from the

employees and her co-trainees.

Recommendation

For the Future Trainees:

Working with different person with different personalities is difficult, the

trainee must always to cooperate. You cannot please all the employees especially the

guests. There will be problems you may encounter but always remember to be always

positive and let those problems be your motivation in reaching your dreams.

For the Industry Partner:

A good industry partner is the best to mold the trainee’s capabilities. They

should continue giving the trainees unforgettable experiences and overflowing

knowledge. They should also continue providing excellent programs for the trainees for

their future.

For the Faculty Members of the Department of Hospitality Management:

The faculty members should continue their support for the students and never

forget to give them advice. The trainee recommends continuing their good relationship

with the industry partners.

APPENDICES
A. SERVICES OFFERED BY THE INDUSTRY PARTNER

Astoria Plaza

Located in OrtigasCenter, one of the Philippines' progressive businesses and

commercial districts, Astoria Plaza, a hotel in Pasig, offers you a private niche in

the heart of the city.

It is the new standard in urban living with all the space and comfort of home

combined with the modern convenience of a deluxe hotel. With rooms ranging from

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

suites give you the freedom to enjoy your living space separate from your

workspace. Astoria Plaza is only within walking distance to leading shopping

centers, malls, hospitals, universities and electronic railway transits.

Astoria's facilities include a gym, a lap pool, Fifth Season spa and massage

center, AGL Valet Shop and Laundry Service. Complimentary round trip shuttle

service to the Ortigas Business District is available upon request.

Astoria aims to settle anything but the best and to live the good life amidst the

stylish Zen-inspired settings of Astoria Plaza while staying close to where the action

is.
 Rooms

 Deluxe room (20-30 sqm.)

 One Bedroom suite (60-70 sqm.)

ROOM AMENITIES

 32’inch LCD

 DVD Player

 Coffee Tea Making Facility

 Microwave Oven

 Induction Stove

 Refrigerator

 Bedroom with 1 Queen Size Bed

 Living Area / Dining Area

 Wi-Fi

 Shower room

 Bathtub

INCLUSIONS:

 Overnight accommodation

 Buffet breakfast for 2

 Welcome fruits, newspaper & bottled mineral water

 Use of gym & outdoor swimming pool

 Scheduled shuttle service within Ortigas center

 One (1) complimentary WiFi access per suite, limited to one device only

 Check-in time 2pm. Check out time 12nn

 Room shall be held up to 4pm only unless reservations are guaranteed. (Subject to

change during peak period)

 Selected major credit cards are accepted.

 Two Bedroom Suites (102-131sqm)

ROOM AMENITIES

 Breakfast for 4 Persons

 LCD Television with cable programming

 DVD Player

 Microwave Oven

 Induction Stove

 Refrigerator

 Welcome Fruits

 Bedroom with 2 Queen Size Bed

 Living Area / Dining Area

 Complimentary Wi-Fi

 Bathtub

 Complimentary coffee and tea making facilities

 Individually controlled climate air-conditioning units

 Electronic safe

 Complete bath and toilet amenities

 Separate toilet and shower facilities within the bathroom

 INCLUSIONS:

 Overnight accommodation

 Buffet breakfast for 4

 Welcome fruits, newspaper & bottled mineral water

 Use of gym & outdoor swimming pool

 Scheduled shuttle service within Ortigas center

 One (1) complimentary WiFi access per suite, limited to one device only

 Check-in time 2pm. Check out time 12nn

 Room shall be held up to 4pm only unless reservations are guaranteed. (Subject to

change during peak period)

 Selected major credit cards are accepted.

Facilities

Amenities

o AGL Valet Shop and Laundry services

o Swimming Pool
 o Fifth season Spa

o Aphrodite Dermatological Clinic

Dining

o Café Astoria

Located at the ground floor

Serving: Buffet Breakfast, Buffet Lunch, Buffet Dinner, Whole day A la Carte

Operating Hours: 6:30 AM – 11:00 PM

o Minami Saki (Japanese Restaurant)

Minami Saki is a Japanese Restaurant that specializes in authentic and

traditional Japanese cuisine.

Dining Schedule: 11:30 AM – 2:30 PM, 6:00 PM – 10:30 PM

Executive Chef: KimitoKatagiri

Banquet

Second Floor Function rooms

 Broadway 72 sq.m.

 Lexington 69 sq.m.
 Madison 69 sq.m.

 Park Avenue 83 sq.m.

 Hampton 160 sq.m.

 Manhattan (combination of 4 Fxn Rms.) 293 sq.m.

Third Floor

 Tribeca 130 sq.m.

 Chelsea 87 sq.m.

 Lafayette 55sq.m.

 Rockefeller 48 sq.m.

 New York (2 Combined Rms.) 217 sq.m.

Boardrooms

Boardroom 1 6 Pax

Boardroom 2 12 Pax

Chardonnay

Astoria yet unveils another venue for stylishly exclusive VIP events:

Wedding, meetings, conventions, incentives parties, concerts and exhibition can be

accommodated, executed with style and panache as only Astoria can.

 This fabulous designed events center houses, 3 functions rooms spread

across over 550 sqm for private formal dinners with 20 guests or a major corporate

launch at the Grand Ballroom with 500 guests

.1 The Company logo of Astoria Plaza

A.2 The map of Astoria Plaza
 A.3 Building of Astoria Plaza at Ortigas Center, Pasig City

The Manor

Located at Loakan Road, Baguio City, 2600 Philippines. There is something

magical once you arrive at this iconic place in Baguio City. The Manor at Camp John

Hay will embrace you with its old-world charm and elegance. The cool breeze, crisp

mountain air and earthy scent of pine trees are but a prelude to an extraordinary stay in

this jewel of a mountain resort. Nestled 5,000 feet above sea level with average

temperature of 19 degrees Celsius all-year round, The Manor at Camp John Hay blends

the surrounding beauty of nature with the element of luxury and spirit of hospitality.

FACILITIES

 Dining
 Saundry shop
 Spa
  Fitness Gym
 Wellness Studio
 Bonfire

SUPERIOR ROOM

FEATURES AND AMENITIES

 38 to 46 m²
 Overlooking Pine Forest View OR Manor Garden
 Cable TV
 NDD/IDD Phone System
 Mini Bar
 Coffee and Tea Making Facility and Wifi Access

DELUXE ROOM

FEATURES AND AMENITIES

 38 to 46 m²
 Overlooking Pine Forest View OR Manor Garden
 Cable TV
 NDD/IDD Phone System
 Mini Bar
 Coffee and Tea Making Facility and Wifi Access
 Most of the rooms are located at the Ground Floor

1 BEDROOM SUITE

FEATURES AND AMENITIES

  76 to 84 m²
 Overlooking Pine Forest View OR Manor Garden
 Step-out Balcony
 Separate Living and Dining areas
 Sofa Trundle Bed
 Toilets and Baths
 DVD Players
 Microwave Oven
 Cable TV
 NDD/IDD Phone System
 Mini Bar
 Coffee and Tea Making Facility and Wifi Access

2 BEDROOM SUITE

FEATURES AND AMENITIES

 106 to 132 m²
 Overlooking Pine Forest View OR Manor Garden
 (2) Step-out Balconies
 With 2 step-out veranda
 Separate Living and Dining areas
 Sofa Trundle Bed
 (3) Toilets and Baths
 (3) DVD Players
 Microwave Oven
 Cable TV
 NDD/IDD Phone System
 Mini Bar
 Coffee and Tea Making Facility and Wifi Access
CAP-JOHN HAY TRADE & CULTURAL CENTER

The CAP-John Hay Trade and Cultural Center built inside the lush greens of

Camp John Hay, sorrounded by stately pine trees create a verdant and soothing

environment perfect for stress-free and enjoyable events and conventions.

CAP-John Hay Trade and Cultural Center is an expensive and versatile venue

that can effortlessly handle all types of meetings – from compact business gatherings

to conventions up to 2300 attendees – an ideal venue for meetings, conventions,

seminars, theatre shows, and social gatherings like weddings and reunions.

Take advantage of the Convention Center’s 405 square meters stage. 12 x 16 ft

movie screen added by an electrically – generated curtain and remote-controlled video

projector for effective business presentations or events that call for stage performances.

It is equipped with soundproof partitioning walls inside the convention hall,

designed free of technical limitations for optimum sound performance, These walls

make for versatile and movable partitions that will conform to clients’ area

requirements and specification with utmost ease.

For al-fresco banquets, the Apayao Hall extension offers an additional 1500

square meters of covered space. It is also suitable for exhibits and trade fairs.

Different Halls

 Igorot hall A/B

 Igorot A

 Igorot B

 Bontoc

 Ibaloi

 Kailnga

 Ifugao

 Bontoc & ibaloi

 Kalinga & ifugao

 Kankanaey

 Isneg

 Apayao

 Balcony
 A.3The company logo of The Manor

A.4 Building of The Manor,Baguio City

A. Organizational Chart
 B.1 Astoria Plaza Organizational Chart

B.2 Food and Beverage Department Organizational Chart

B.3 Housekeeping Department Organizational Chart
 Ms. Mary Rose Anne Valenzuela
CSD Manager

Mrs. Belen Roa

Mr. Paule Kevin Reyes
CSD Assistant Manager
Mrs. Maritess Maldo

CSD Supervisors

Ms. Erica Ferrer

Ms. Janine Ong
Ms. Sushi Tayo Customer Service
Officer
Ms. Sam Pinpin

B.4 Customer Service Department Organizational Chart

Front Office
Manager
 Front Office
Senior
Supervisor

Front Desk Reservations Bell Telephone Guest Business

Supervisor Captain Operator Relations Center
Agent
Supervisor Associate

Guest Bell boy

Service Guest
Agents Relations
Agent

B.5 Front Office Department Organizational Chart

The Manor
 B.6 Housekeeping Departments Organizational Chart

C.Documentation of Actual Activities per Department

 C1

C1. The trainee ironing the table cloth for the event .
C2. The trainee replenishing the Coffee Station

C3. The trainee cleaning the whole room using the vacuum.
 C4. The trainee while doing the bed making.

C5. The trainee assigned in Public Area ( Guest C.R.)

 C6. The trainee assigned in CSD.

C7. The Trainee as phone operator.

C8. The trainee with Sir Byan

C9. The trainee fixing the bed.

C10. The trainee setting up the bath mat.
C11. The trainee organizing the cart.
 C12. The trainee’s time sheet at Astoria.

Standard Operating Procedure (SOP) per department

Responsibilities of the Housekeeping Department

1. Achieve the maximum possible efficiency in ensuring the care and comfort of the

guests.

2. Ensure high standard of cleanliness in all areas for which the department is

responsible.

3. Ensure courteous and reliable service from all the staff of the department.

4. Provide uniforms for all the staff and maintain adequate inventory for the same.

5. Provide linen in rooms, restaurants, banquet halls, conference venues.

6. Cater to laundering requirements of hotel linen, staff uniforms and guest clothing.

7. Deal with the lost and found articles.

8. Coordinate with Purchasing department for the procurement of guest supplies,

chemicals, equipments, linens and other items used in the hotel.

9. Coordinate renovation and refurbishing of guest rooms with Engineering, in

consultation with the management.

10. Ensure training, control and supervision of all staff attached to the department.

11. Establish good working relationship with other departments.

12. Ensure that the safety and security regulations are made known to all the staff of

the department.

Housekeeping Terminologies

OC Occupied Clean

OD Occupied Dirty
 VC Vacant Clean

VD Vacant Dirty

OOO Out-of-Order

OS Out-of-Service

VIP Very Important Person

VVIP Very Very Important Person

DND Do Not Disturb

MUR Make Up Room

LSG Long Staying Guest

GC General Cleaning

HU House Use

DL Double Locked

MWO Maintenance Work Order

EA Expected Arrival

ED/ECO Expected Departure/Check Out

LPU Laundry Picked-Up

SDB Safety Deposit Box

APC All Purpose Cleaner

SLEPT OUT Guest is assigned a room but did not sleep on his bed

NO SHOW Room is reserved but not used or the reservation has been

cancelled

Five important rules in table setting

 1 inch away from the Table edge.

 Use Dinner Fork and Knife as a base in setting

 Water Goblet must be on top of Dinner Knife (1/2 inch – Banquet)

 Cutting edge of Knife facing left side

 Bread and Butter plate must be placed on the left side

How to last call a guest

“Excuse me Sir/Ma’am with your indulgence kindly take some of your

favorite food from the buffet as we are about to conclude you within 15 minutes.”

Operating equipment categories

Glassware- water goblet, wine glass, high ball

Chinaware- china plate, salad plate, soup bowl

Flatware- utensils, cutleries, silverware

Meetings Rooms Equipment

 LCD Projector

 Document Reader

 Microphone

 Lapel Microphone

 Podium

 White Board

 Flip Chart

 CD Player

 Laptop

 Wide Screen

Parts of the Bar

 Under Bar

 Bar Top

 Back Bar

 Speed Rail

 Glass Rail
 Different Types of Buffet

 Two Way Buffet

 Island Buffet (Walk Around)

 Manage Buffet (controlled by the F&B Staff)

Uses of Bar Tray

 Busing Out

 Serving

 Setting

Rectify

 To re-arrange

 To adjust

 To correct

3 V’s Standards

 Vintage
  Variety

 Vineyard

3 S’s

 Scrape

 Segregrate

 Stack

Grooming Standards

Food and Beverage Department

Grooming Standards for Ladies

The hair should be neat, well styled and should appear professional. The bun

must be secured at the back of the head or slightly above the nape with a black net.

Colored or plastic bands are not permitted. Hair should be clean, non- greasy, free of

oil and color.

Finger nails should be well maintained and clean neatly cut. Excessively long

nails are not allowed. Light and neutral color of nail polish is permitted.
 Only one stud earrings are allowed. Dangling or flashy or large size not

permitted. Only one ring on each hand should be worn if married. Watches should only

be black, gold or silver.

Footwear: Proper footwear should be worn all the times. Closed black leather

shoes with a heel of 2-3 inches are required and should always be well-polished and in

good condition. Buckled shoes are not permitted

Simple and basic make- up is advisable. Appropriate foundation suited to each

skin type should be used to avoid oily looks. Corporate make-up should be worn.

Uniform should be smooth, clean, without creases or stains. Gray long sleeves,

and black pencil cut skirt (must be 1 inch above the knee) and skin toned stockings

must be worn.

Grooming Standards for men

Hair should be short neatly cut, conservative and well maintained. It should not

fall on forehead, touch the ears or touch the collars. Neatly combed (must be wet

looking). Only conservative hairstyle is permitted. Moustacheshould be neatly trimmed

and face should be clean shaven.

Finger nails should be well maintained clean and neatly cut. Excessively long

nails are not allowed.

The trainee should not wear rings unless married. No bracelets or bands are to

be worn. Watches should only be black, gold or silver.

 Footwear should be well maintained, well-polished, and in good condition.

Only black shoes are permitted. Black socks should be worn (medium length).

Uniform should be spotless and well ironed. Required are gray long sleeves,

white V-neck inner shirt, and black slacks. Belts should be plain black or brown, not

cracked or dull, simple non flashy buckle.

Front Office Department - Grooming Standards

Grooming Standards for Ladies

The hair should be neat, well styled and should appear professional. The bun

must be secured at the back of the head or slightly above the nape with a black net.

Colored or plastic bands are not permitted. Hair should be clean, non- greasy, free of

oil and color.

Finger nails should be well maintained clean and neatly cut. Excessively long

nails are not allowed. Light or neutral color of nail polish is permitted.

Only one stud earrings are allowed. Dangling, flashy or large size not permitted.

Only one ring on each hand should be worn if married. Watches should only be black,

gold or silver.

Proper footwear should be worn all the times. Closed black leather shoes with

a heel of 2-3 inches are required and should always well-polished and in good condition.

Buckled shoes are not permitted

 Simple and basic make- up is advisable. Appropriate foundation suited to each

skin type should be used to avoid oily looks. Corporate make-up should be worn.

Uniform should be smooth, clean, without creases or stains. Astoria’s FO

uniform, black pencil cut skirt (must be 1 inch above the knee) and skin tone stockings

must be worn.

Grooming Standards for men

Hair should be short and neatly cut, conservative and well maintained. It should

not fall on forehead, touch the ears or touch the collars. Neatly combed (must be wet

looking). Only conservative hairstyle is permitted. Moustache should be neatly trimmed

and face should be clean shaven.

Finger nails should be well maintained and clean neatly cut. Excessively long

nails are not allowed.

The trainee should not wear rings unless married. No bracelets or bands are to

be worn. Watches should only be black, gold or silver.

Footwear should be well maintained, well-polished, and in good condition.

Only black shoes are permitted. Black socks should be worn (medium length).

Uniform should be spotless and well ironed. Astoria’s FO uniform and black

slacks should be worn. Belts should be plain black or brown, not cracked or dull, simple

non flashy buckle.

Dos and Don’ts

1. Be conscientious in your daily routine.

2. Handle the equipment with care.

3. Report broken/ damaged equipment immediately.

4. Be pleasant, courteous and polite with fellow employees.

5. Follow all standard policies and procedures.

6. Always obey the instructions of your supervisor.

7. Maintain good grooming at all times.

8. Maintain a high standard of hygiene.

9. Keep your uniform always clean.

10. Wear you nametag.

11. Put a smile on your face.

12. Be cooperative with fellow employees.

13. Be functional.

14. Maintain a “yes I can” attitude.

15. Work quickly, but quietly and safe.

16. Respect safety measures.

17. Always offer help to your colleagues.

18. Do not eat and drink while on duty.

19. Don’t remain in the premises more than 15 min after your shift. (Except asked

by the supervisor.

20. Don’t wear your uniform outside the hotel.

21. Respect the business cite

Major Don’ts of Customer Service

1. “I don’t know” say “I’ll find out”

2. “No” say “What I can do is”

3. “That’s not my job” say “This is one who can help you”

4. “You’re right, this stinks!” say “I understand your frustrations”

5. “That’s not my fault” say “Let’s see what we can do about this”

6. “You want it by when” say “I’ll try my best”

7. “Calm down” say “I’m sorry”

8. “I’m busy right now” say “I’ll be with you in a moment”

9. “Call me back” say “I’ll call you back”

Banquet Event Order

A Banquet Event Order is a document or contract created by the function sales

department. It is a contract where the Date, Day, Time, Function Name, Engager,

Contact Person, Contact Number, Billing Address, Billing Arrangements, Venue,

Number of Pax, Beverage Requirement, Kind of Set up, Engineering Requirements,

Housekeeping Requirements, Front Office Requirements, MIS Requirements and the

Menu are being indicated. It serves as a guideline and verification for the function and

hotel to execute and communicate logistics to all necessary hotel departments.