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UNIVERSITY OF PERPETUAL HELP SYTEM DALTA MOLINO 3, BACOOR, CAVITE
College Of International Hospitality Management (CIHM)
Hotel Practicum Report DUSIT THANI HOTEL Ayala Centre, Makati City Metro Manila, Philippines In Partial Fulfillments of the course Bachelor of Science in Hotel and Restaurant Management Presented to the Faculty of the College of International Hospitality Management
SUBMITTED BY: ANNA JANE ESTUARIA BSHRM 4
SUBMITTED TO: MS.RUBY CECILLIA GUTIERREZ
Table of Contents Acknowledgement Introduction Name of the Hotel Recommendation Letter Acceptance Letter Practicum Report I. Company Profile a. Mission, Vision and Philosophy b. History c. Location d. Hotel Amenities e. Hotel Facilities f. Dinning Overview g. Branches II. Standard Operating Procedure IIA. Front Office Department Aa. 21 day advance Purchase Process Ab. Alerts And Traces Ac.Amenity Delivery Ad.Anebity Request Process Ae.Mileage Program Af.Back up files Ag. Call Charges Manual Posting Ah.Issuance of In house Courtesy car pass Ai.Handling Front Office cash Shortage Aj.Guest profile collection Ak.Gift certificate A.l.Group Blocking Am.Handling Guest Complaint An.Lobby Greeter Escorting Newly Checked in guest Ao. Lobby Greeter Escorting Checked out guest Ap.Amenities for Compensation Aq.Rush Room Process Ar. Service Request
i ii iii iv v
IIB. Restaurant Outlet (BASIX) III. Organizational Chart of the Hotel IV.Organizational Chart of the Department V. Duties & Responsibilities VI. SWOT Analysis VII. Conclusion VIII Recommendation Most Unforgettable Experience Best Learning Experience Problem Encountered Pictures a. Hotel b. Facilities and Amenities c. Whole body, Solo picture wearing uniform e. Pictures while on duty f. Picture with the Supervisor and Manager/ HRD Training Manager with co-practicumer Appendices a. Training Schedule b. Weekly Report c. Performance Evaluation d. Training Certificate e. Brochures and Calling Card
I would like to acknowledge the contributions of the following persons/individuals to the development of my paper/project: My classmates and Friends Who’s been there supporting me; every time that I got questions about our paper, I always ask for their advise. My mom and dad Who’s always giving me my allowance, for me to be able to go to my practicum site. To our Practicum Coordinator, Miss. Cecillia Ruby Gutierrez Who’s been there guiding, supporting and encouraging us to the extent that she, herself go with us, gives us a map if she can’t accompany us. it is also because of her efforts that all of us have a practicum sites, And lastly to the ONE who give us the strength to keep moving, God, because of his guidance we were able to finished our hotel Practicum safely.
INTRODUCTION The most or the biggest trial that we (fourth year students, taking up the course Hospitality Management) must engage/ must encounter is the “Hotel practicum” or the so called “OJT” for five hundred to Five Fifty hours. Because, on this stage we would use all of the things we learned inside of the school, whether it’s from minor or major subjects. From Personality to Front Office management. Applying in a Hotel is one of the biggest part of the “trial”, ‘cause from this stage you would start to feel the competition, from the height, from the appearance of oneself and mostly from a school. It is indeed very hard, especially if you are from those schools that are so called “low profile”. But luckily for us, we manage (w/the help of our practicum coordinator) to be part of a hotel establishment whether it’s a five or whatever star it is. As for me, I got into a five Star Hotel, the Dusit Thani Hotel, Manila, I finished my five hundred hours smoothly, we did encounter some obstacles inside but it didn’t become such a bother, and because of this stage I learned personally that things didn’t go according to plan, and One of the most important character a student must have either she or he would be applying for Restaurant or Hotel Practicum is Patience, because everything needs time, we could not demand them for faster acceptance; and also we have to make a choice and stick to it and face the consequences along with it.
Philosophy, Vision and Mission
Vision We were founded on a vision to create a unique experience for our guests.
Mission To be the most valued hotel brand in the world to our partners and to our guests.
Philosophy In the early 1900s, King Rama VI envisaged a model utopia, a ‘town in heaven’ he called Dusit Thani. It is the inspiration for all we do.
Dusit History In 1948, Thanpuying Chanut Piyaoui made a dream come true when she founded Dusit International and built her first "Princess" hotel on Bangkok's New Road in Thailand. Today, the Dusit name is world-famous for its incomparable standard of excellence in the hospitality industry and incorporates five distinctive brands: Dusit Thani Hotels & Resorts; Dusit's second generation DusitD2 Hotels and Resorts; Dusit Princess Hotels & Resorts; Dusit Devarana Hotels & Resorts, and Dusit Residence Serviced Apartments. Royal Concept Dusit Thani can truly be called "fit for a king." It was the vision of King Rama VI of Thailand in 1918 that inspired the Dusit concept of impeccable hospitality. "Dusit Thani" was the King's description of his vision."Dusit" is the mythological name for a level of heaven, and "Thani" means town. The King's "town in heaven" was the ideal choice of name for the Bangkok-based flagship hotel, which was officially opened in 1970. Fittingly, a statue of King Rama VI stands across the way from the hotel. Resorts Recognizing the trend toward resort travel, in 1987 Dusit International acquired a property in Pattaya and undertook an important renovation that resulted in the Dusit Thani Pattaya resort. A second resort project was the Dusit Thani Laguna Phuket, a beach resort in Phuket. In 1989, the company's deluxe Dusit Resort and Polo Club was opened and was subsequently renamed the Dusit Thani Hua Hin. The Royal Princess Chiang Mai and the Dusit Island Resort Chiang Rai were part of the company's resorts focus in 1991. Philippines Under the Dusit Thani Hotels & Resorts brand umbrella, in 1995 the company acquired the Hotel Nikko Manila, which underwent an extensive renovation before being renamed the Dusit Thani Manila in 2008. Second Generation In 2006, Dusit Thani Hotels & Resorts introduced a brand extension, DusitD2 Hotels & Resorts, a second-generation concept that combines traditions and trends. DusitD2 Chiang Mai was launched in 2006 and DusitD2 Baraquda Pattaya came in 2009.
Princess The Dusit Princess Hotels & Resorts brand was introduced to provide affordable first-class accommodations. The boutique-style Royal Princess Larn Luang was the first such hotel to be opened in Bangkok, in 1989. The first Princess resort project, the Dusit Princess Koh Chang was opened in 2008. India In 2007, the company formed a joint venture with Bird Hospitality Services, a subsidiary of the Bird Group of India, a hospitality technology company. The first joint venture hotel is the Dusit Devarana New Delhi set to open in 2010. The first Dusit D2 Hotels & Resorts project outside Thailand, the DusitD2 New Delhi, is scheduled for a 2011 launch. Middle East Dusit International has also expanded to the Middle East. The Dusit Thani Dubai was opened in 2001 in the United Arab Emirates. The company launched its Dusit Residence Serviced Apartments in 2007, with the opening of the Pearl Coast Premier Hotel Apartments in Dubai. In 2008, the Dusit Residence Dubai Marina was added. The first Dusit Princess property outside Thailand is the Dusit Princess City Center in Dubai.
Situated amongst skyscrapers of Makati, the country’s premiere financial district, Dusit Thani Manila sits on the lap of luxurious sights and sprawling urban hubs that offer reliable access to city splendors, historic sites, meeting and convention centers. The hotel is within walking distance to shopping and entertainment complex, and the Metro Rail Transit (MRT) station. Within Ayala Center and close proximity to the Philippine Stock Exchange, Ayala Museum, Greenbelt (Lifestyle Center), and Santuario de San Antonio Church. • • • • • • • •
Ninoy Aquino International Airport - 8 km Metro Rail Transit: Ayala Station - 0.25 km SM Makati (Shopping Center) – 0.10 km Glorietta Mall – 0.25 km Greenbelt (Lifestyle Center) – 0.5 km Philippine Stock Exchange – 1.5 km Ayala Museum – 0.5 km Santuario de San Antonio Church – 2.0 km
Direction from Airport: From Ninoy Aquino Avenue, turn left to MIA Road, right to Domestic Road, right to Andrew’s Avenue and follow this road to the Terminal 3 roundabout going back to turn right at Aurora Avenue (Tramo), then right to EDSA. Follow the route of the MRT, turn left at Arnaiz Street, then right at Theater Drive. Airport Transfers: Our Airport Representative will be glad to assist you with your transportation requirements. For International guests arriving at the Ninoy Aquino International Airport Terminal 2, please proceed to the hotel lounge located at the right side of the arrival lobby. For International guests arriving at Terminal 1 via Philippine Airlines, kindly exit through Gate 1 or 2 and turn left to the Transportation Service Area where our Airport Representative clad in violet shirt would be waiting to assist you. For guests travelling on Philippine Airlines’ domestic flights through Terminal 1, kindly exit through Gate 1 and turn right to the Transportation Service Area.
Accommodation Overview Bask in the modern glamour of Dusit Thani Manila’s 538 pleasantly inviting and newlyrenovated guest rooms and suites. Classified into six room categories - the Deluxe Room, Club Room, Corner Room, Grand Room, Ambassador and Presidential Suites; the hotel boasts distinct and luxurious interiors to cater each discerning guest’s specific needs. With the hotel’s highly-trained service-dedicated professionals, each guest is ensured of impeccable service, depicting the distinctive synthesis of royal Thai hospitality and Filipino geniality. Check in time is 14:00 hrs and check out time is 12:00 noon.
Amenities and Facilities Coffee and tea making facilities In-room safe Remote-controlled LCD flat screen television with on-demand video facilities • Bed side switch control • IDD / NDD telephone • Internet connection • Mini-bar • Working desk • Hair dryer • Complete bathroom amenities • • •
Hotel Facilities and Services • • • • • • • • • • • • • • • • • • •
Airport Transfer Service Baby-Sitting Service Club Lounge Business Centre Concierge Dental Clinic Dining Outlets Foreign Exchange Service Flower Shop DFiT Fitness Studio Medical Clinic Room Service Shopping Arcade Spa Swimming Pool Transportation Desk Tour & Ticketing Offices Hair and Beauty Salon Valet Service
Dining Overview Indulge in your epicurean pleasures with Dusit Thani Manila’s selection of authentic cuisines creating a rich and zestful mosaic of international flavours and dining preferences, set within aesthetically superb interiors. Restaurants Come and relish the internationally acclaimed Tosca Italian restaurant that offers affordably priced Italian specialties paired with wines from Tosca’s award-winning wine list, praised by Wine Spectator.Our Japanese restaurant UMU with its award-winning Japanese design includes live cooking stations, private rooms and an al fresco dining area with a picturesque view of the Koi Pond and manicured garden.Experience the splendour of Thailand with Benjarong restaurant serving Royal Thai Cuisine in an authentic Thai setting, or take pleasure in the comfortable ambience of the Basix restaurant with its wide range of local and international dishes. Dusit Gourmet is located in the hotel lobby and is the place to treat yourself to freshly baked cookies and cakes and homemade chocolates, sandwiches and ice cream. Lounges and Bars The Lobby Lounge is the venue to meet friends and family amongst elegant surroundings, with fine drinks and snacks available. Open throughout the day, Afternoon Tea is a highlight, and there is live entertainment in the evening. Fiesta San Miguel, Is a place to unwind after a busy day in the office or just for a fun night out. Enjoy the freshly brewed beer on draft from the hotel’s Micro Brewery, or sip on a nice glass of wine while enjoying the live music. Sunday Family Crossover Brunch Relive the tradition of Sunday Brunch with the entire family and indulge in an exciting array of authentic dishes, live cooking stations, heavenly desserts. Enjoy sparkling wine and other signature beverages with three of the world’s most renowned epicurean delights – Thai, Japanese and Italian – and with an array of other international cuisines only at Dusit Thani Manila’s Crossover Family Sunday Brunch. Every Sunday 11.30am-3pm
Branches Thailand •
• • • • •
Bangkok o Dusit Thani Bangkok o Dusit Princess Srinakarin, Bangkok o Royal Princess Larn Luang, Bangkok o Pathumwan Princess, MBK Centre, Bangkok o Grand China Princess, Chinatown, Bangkok o Bel Aire Princess Sukhumvit, Bangkok o Chatrium Suites Bangkok - A Dusit Thani Hotels Partner Chiang Mai o Royal Princess Chiang Mai o dusitD2 chiang mai Chiang Rai o Dusit Island Resort Chiang Rai Hua Hin o Dusit Thani Hua Hin Koh Chang o Dusit Princess Koh Chang Korat o Dusit Princess Korat Pattaya o Dusit Thani Pattaya o dusitD2 baraquda pattaya Phuket o Dusit Thani Laguna Phuket
Manila o Dusit Thani Manila
United Arab Emirates •
Dubai o o o o
Dusit Thani Dubai Dusit Princess City Centre, Dubai Dusit Residence Dubai Marina Pearl Coast Premier Hotel Apartments
Dusit Thani LakeView Cairo
Hotels & Resorts Opening Soon Dusit Thani Hotels & Resorts • •
Dusit Thani Sanya – Opening December 2011 Dusit Thani Abu Dhabi, United Arab Emirates – Opening 2011
dusitD2 hotels & resorts •
dusitD2 new Delhi – opening 2011
Dusit Devarana Hotels & Resorts • • • •
Eighth Heaven Phang Nga – A Dusit Devarana Resort – Opening 2013 Dusit Devarana New Delhi – Opening 2011 Dusit Devarana Jaipur – Opening 2012 Dusit Devarana Rishikesh – Opening 2013
DUSIT THANI HOTEL Ayala Centre, Makati City Metro manila Philippines