Narrative Report On Hotel Practicum at the Manila Pavilion Hotel

CHAPTER I INTRODUCTION RATIONALE As a requirement for the course Bachelor of Science in Hospitality Management Major in Hotel and Restaurant Management, students of the Bulacan Agricultural State College are required to take their On-The-Job Training in a hotel to comply with the prescribed standards the course curriculum has set for the hotel practicumers. On-The-Job Training is the actual work experience a student undergoes to further enhance and develop their skills by actually doing the work and performing it as a worker to the company or establishment and contribute to its success. The training is much defined as the transfer of the required skills and knowledge usually of a supervisor to the student trainee or apprentice through demonstration, observation and hands-on learning. The aim of the On-The-Job Training is to acquire knowledge and develop the skills of the student about the housekeeping procedure in a hotel, the largest work force the establishment has. Being in line with the hospitality industry course, work fields such as hotel staffs or workers that the students may land as their job in the future, having a hotel training especially of the housekeeping, enhances and builds the students knowledge and skills as to what the real world of hospitality industry is all about. Education and theories learned from school is further deepen with the help of the On-The-Job training. Students perform what they learned from their instructors and apply it within the work environment under normal working conditions. OJT trains the student how to perform their jobs as a worker of the hotel and acquire the needed skills and applies it to their future work. The students had chosen Manila Pavilion Hotel as his training ground because the hotel has the facilities and housekeeping personnels that will be a great help for the student to learn the housekeeping more.

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Objectives of the Training At the end of the training period, trainee should be able to: 1. To experience the actual housekeeping operation in a hotel establishment. 2. To learn more of the different work areas of the housekeeping department like guestrooms, public areas and the linen and laundry areas. 3. To perform the standard operating procedure of the hotel, especially of the housekeeping department. Definition of Terms Caddy – a basket used to carry the needed cleaning materials. Carpet blower – machined used to dry the carpet after shampooing. Floor polisher – machine used to polish the marble floor. Perimeter – picking up of garbage trash outside the hotel by the use of a broom and folding dust pan. Powder boy – person responsible for cleaning all the comfort rooms in the 7th floor and lobby. Public Area Attendant – person responsible for maintaining the cleanliness of the public areas. Push broom – a sweeping tool used in the lobby. Shampooing – procedure used in cleaning foam chairs and carpet at the lobby. Side Duties – are duties made before the assigned duties for the Day. Squeegee – used to clean the glass doors and walls. Special Project (SP) – a task given to a hotel trainee, the task is 1 day in duration to work. Stocking – refilling of stocks in a cart. 2

Stripping – (Guestroom) – is the removal of the linen , bed cover and blanket on the bed when bed making. Stripping (Public Area) – the use of mop and water to remove the old wax on the wood Location and Duration of the Field Practice The trainees‟ internship was conducted at the Manila Pavilion Hotel, located at the United Nations Avenue Corner Maria Orosa Street, Ermita Manila. The duration of the internship lasted for two months, starting from March 23, 2011 until May 21, 2011 and gained a total of 450 hours of training experience.

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CHAPTER II COMPANY PROFILE The History of Manila Pavilion Hotel One of the country‟s pioneering hotels is the Manila Pavilion hotel (Fig. 1). It is owned and operated by Ace sites (Phil‟s) hotel corporation, a company listed on the Philippine Stock Exchange.

Figure 1. The Manila Pavilion Hotel

During the year 1996, the Ace sites, formerly known as the Delgado Brothers Hotel Corporation, had an agreement with the Hilton International and opened the Manila Hilton Hotel. Sino-I technologies limited, a Hong Kong based group, acquired majority control of Ace sites, and the Hotel was named Manila Pavilion Hotel, which was named by CIM Hotel Management. To further attract international market, the Hotel with had made a new agreement with the Holiday Inn Worldwide, (HIWW), thus renaming the hotel as Holiday Inn Manila. In connection with the new contract, the previous contract made in March 2003 has reached its expiration and by that time the hotel was renamed as Manila Pavilion Hotel, now managed by the Ace site.

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Water Front Philippines Incorporation the Country‟s largest Filipino chain of lodging establishments acquired and established its ownership and majority control over Ace sites, adding the Manila Pavilion Hotel to its hotel chains together with the Cebu City, Mac tan and Davao City‟s Waterfront hotels. Accommodation and Guest Service

Figure 2. The Standard Room

Figure 3. The Deluxe Room

The Hotel boasts of 590 guest rooms including 32 suites and an executive floor. Three hours are designated exclusively to non-smokers all rooms are equipped with cable TV, IDD telephone and mini-bar.

Figure 4. The Superior Room

Figure 5. The Suite Room

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The hotel has the standard room (Fig. 3), deluxe (Fig. 3), superior (Fig. 4), suite (Fig. 5) and executive floor. Executive Floor The Executive floor features 22 well appointed rooms, personal safe and coffee and tea making facilities. The Executive floor provides express check –in and checks – out, the Lounge (Fig. 6), as well as 24 hours butlers‟ service.

Figure 6. The Lounge at the Executive Floor

The hotel, boast of their facilities and amenities guests can experience and enjoy while they are on stay. Guests can experience dining at its best with the restaurants and bar that compliments the whole hotel experience. Ranging from Italian to Chinese to Internationl cuisine, guests can have all the access to the exquisite food trip they can have during their stay at the hotel. Different restaurants line-up the lobby of the hotel namely the Patisserie (Fig. 7), a French – inspired pastry shop, which centers on baked pastries and breads, and open daily from 10 am to 12mn.

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Figure 8. The Season‟s

Figure 7. The Patisserie

The Season‟s (Fig. 8) an interactive lifestyle restaurant that serves buffet and complimentary breakfast for guests with wide variety of choices ranging from Filipino to international cuisine open daily 6 am to 12mn.

Figure 9. The Boulvar

Figure 10. The Rotisserie

Found also in the lobby is the Boulvar (Fig. 9), a sports and music bar which serves local and international drinks and plays live band every Friday and Saturday, the boulvar is open daily from 10 am to 2 am . Guests that seek fine dining can find The Rotisserie (Fig. 10) an awesome experience. The Rotisserie is found at the 3rd floor; the hotel ambience is of Euro- continental and serves as an exhibition room for the late painter Aguilar Alcuaz paintings.

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The restaurant serves Euro- Continental cuisine and opens Mondays to Fridays, 11:30am to 3:00pm and 6:30pm to 10:30pm every Sundays.

Figure 11. The Peony Garden

The only Chinese restaurant found in Manila Pavilion Hotel is the Peony Garden (Fig. 11) located at the third level. This restaurant serves Cantonese with a touch of Malaysian flavor and opens daily from 11:30am to 3:00pm and from 6:30pm up to 10:30pm. Another hotel facility is the Poolside Terrace, located at the 5th level. This outdoor swimming pool area serves light snacks and drinks. Guests who enjoy the swimming pool under the sun are served with light snacks and drinks.

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Figure 12. The Poolside Terrace The Poolside Terrace (Fig. 12) is open daily from 7am to 8pm. Guests in rooms can order their food via room service. The room service operates 24 hours for the convenience of the guests. All major credit cards are accepted in the hotel restaurants and reservations are made for the convenience of the guests. The hotel also has sports facilities like the Gym located at the 6th level, open from 7am to 8pm. Services and facilities includes 24 hour transportation service, basement carpark with complementary valet parking for guests, flower and souvenir shop, laundry and dry cleaning services, chapel, business center, open Mondays to Fridays, 7am to 8pm and Saturday to Sunday, 9am to 5pm. Relaxation and massage facilities is also available at the Embassy Spa at the 6th floor. Travel needs like booking and flight schedule is at ease with the Thai Airways and Image Travel and Tours located at the 6th floor. VISION/MISSION Manila Pavilion Hotels‟ vision is to be the number 1 mid-market hotel in the Philippines. The hotel envisions itself to be the preferred and mid-market hotel in the Bay area by offering quality products coupled with warm, friendly and sincere service that 9

makes happy and loyal customers. The establishment also aims to create and maintain an environmental of trust with all employees by developing and enabling them to think and act creatively and responsibly. And as a business entity, to generate a fair return on investment for all stockholders. CORE VALUES To achieve the company‟s success and general purpose, employees are entitled to have the discipline when it comes to work, have respect with the co-workers by practicing and incorporating professionalism in the work field. Having the integrity and commitment to pursue the company‟s goals and success, being a pro-active part of the company has been one of the main keys to the success of the whole establishment. POSITIONING STATEMENT We will position the hotel more towards a “Filipino friendly” hotel for leisure, business, conferences and regional events while retaining the expectations of our international clientele. Organizational Structure of the Housekeeping Department of the Manila Pavilion Hotel The Housekeeping department of the Manila Pavilion is comprised of numerous personnels. The Manila Pavilion Hotel‟s General Director is Mr. Benny Rosales, he is in charge of all hotel departments. He is the head of the hotel operations, specifically of the housekeeping Departments, The Bell Service, Transportation and concierge, the food and beverage, the security, and the front office department. The Executive Housekeeper, Ms. Cherry Mejica is the overall in-charge of the housekeeping department. All of the supervisors reports to her and makes decision, paper works and directing functions. Under Ms. Mejica is Mr. Arnold Cayanan, the Asst. Exec. Housekeeper. Mr. Cayanan takes the place of Ms. Mejica whenever she is not around and

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performs directing functions, paper works and supervision regarding the rooms and the housekeeping operations. The Operation Supervisors, composed of 10 personnel acts as the checker and makes final reports about the final status of the rooms. The room attendants composed of 23 personnel, is in-charge of the room set up, retouch and things regarding the rooms. Every rooms in the hotel has its mini bar, and the mini bar attendants, Mr. Alex Abellon and Mr. Joel Delantar are in charge of refilling and making inventory of the items in the mini bar. Linen and Laundry Supervisor, Mrs. Josie Estamo is the head of the linen and laundry area, she oversees the whole operations and makes final reports and inventory reports about the linen and laundry every day. Under her supervision, the linen and laundry attendant sorts, repairs, issues, inventory, and arranges the laundered items. They make reports about the day to day operation of their respective area. The administration housekeeping coordinator‟s work is to take phone calls and make reports, for the executive housekeeper. Public Area Attendants, comprised of 11 personnel‟s has the responsibility of cleaning of public places and facilities specially the lobby, offices, restaurant ,stairs, guest elevator, comfort rooms, hallways, hotel perimeter, windows and doors, airconditioning system and shop.

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Mr. Benny Rosales Director of Rooms

Ms. Cherry Mejica Exec. Housekeeper

Mr. Arnold Cayanan Asst. Exec. Housekeeper

Bong Vergara Robert Tan Sonny Comia Ana Peralta Mike Farin Ernie Villalon Rod Sangle Leo Coronado Romeo Trine Arnel Huit

Josie Estamo Linen and Laundry Supervisor

Operations Supervisor

Jeffrey Abcede Michael Aranda Alex Balangitan Dean Bernal Antonio Bernaldes Arnaldo Busa Verbo Cabada John Leo Calahi Melchor Felonia Edgardo Lagrimas Roland Loyola Rolito Marcelo Angelo Mercado Rommel Natividad Nestor Rodriguez Amado Sanguisin Ricardo Santiago Conrado Santos Ariel Tabarina Carlo Valeros Virgilio Valmores Michael Villanueva Joseph Zapirain

Alex Abellon

Malou Caayoan

Juliet Barrios

Editha Asista

Joel Delantar

Elen Liboon

Edgardo Andal

Myrna Reponte

Donato Alapar

Teresita Gonzales

Merly

Admin Housekeeping Coordinator

Rodriguez

Mini Bar Attendants

Reynaldo Cualing Noel Dionisio Gil Ignacio Armando Lozadas Alejandro Oro

Marion Tana Linen & Laundry Attendants

Anaceto Rabacal Manuel Ortega Marcial Sim Public Area Attendant

Room Attendants

Figure 13. Organizational Chart of the Housekeeping Department of the Manila Pavilion Hotel

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Location Map of the Manila Pavilion Hotel The Manila Pavilion Hotels is located at the United Nations Avenue Corner Maria Orosa Street Ermita Manila. The hotel is near the United Nations LRT station. Manila Pavilion Hotel is right besides the Manila Doctors Hospital and the Phil Am Life center in front it. The hotel is near the tourist spots like the walled city of Intramuros, Rizal Park, National Museum, the National Library and the Agrifina Circle. Government establishments that are located near the hotel are the Manila City Hall, the Department of Tourism and the headquarters of the World Health Organization (WHO).

Medical Center Manila

Araullo High School U. N. LRT Station

Light

Rizal Park Agrifina Circle

Rail U N I T E D

Times Plaza KFC

Department of Tourism

Transit

Manila Doctors Hospital

N A T I O N S

Line 1

WHO Headquarters Ermita Police Station

PhilAm Life Center Building

A V E.

MARIA

OROSA

STREET

Figure 14. Location Map of the Manila Pavilion Hotel

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CHAPTER III HIGHLIGHTS OF THE TRAINING The Trainees’ Experiences Every month, the Manila Pavilion Hotel conducts Skills Certification Program (SCP) for trainees who want to have formal hotel training. The SCP is a seven days lecture and composed of examination, recitation, moving exam, hands-on exam and film watching, everything about the hotel department a trainee has chosen to be his training forte, and with the case of the trainees, the housekeeping department. The SCP was facilitated by Mr. Sonny Comia and Mr. Arnold Cayanan, the assistant executive housekeeper. Guestroom On the first week of the training period, the trainees are placed in rooms. Every morning, before the work starts, employee briefing is conducted to review the days occupancy forecast, the current in-house guests, birthday celebrators, recognition and the special hotel advertisement written on the briefing leaflet (Appendix E).

Figure 15. Mr. Abo while stocking the roomboy‟s trolley

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In rooms, the trainees learned the standard operating procedure for room makeup like stocking items at the cart (Fig. 15) with supplies before room checking, roomchecking (Fig. 16), opening the window(Fig. 17), collecting of garbage (Fig. 18), stripping the bed (Fig. 19), making-up of the bed (Fig. 20), scrubbing of the bathroom sink (Fig. 21) toilet bowl cleaning (Fig. 22), bathtub scrubbing and drying (Fig. 23) and amenities set-up (Fig. 24), dusting (Fig. 25), vacuuming (Fig. 26) and the

room

amenities set-up (Fig. 27).

Figure 16. Mr. Dela Cruz while room-checking

Figure 17. The trainee while opening the window

Figure 18. Mr. Abo while putting trash liner on the trash can

Figure 19. Mr. Dela Cruz while stripping the bed linen 15

Figure 20. Mr. Abo while making-up the bed

Figure 22. Mr. Abo while scrubbing of the bathroom sink

Figure 21. Mr. Dela Cruz while cleaning the toilet bowl

Figure 23. The trainee while drying the bathtub

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Figure 24. Mr. Dela Cruz while completing the bathroom amenities

Figure 25. The trainee while dusting the side table

Figure 26. Mr. Abo while vacuuming

Figure 27. The trainee while setting the room amenities

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They learned that the mattress should be rotated every three months to avoid deformation and to avoid sagging of the mattress; had learned the beddings used by the Manila Pavilion Hotel like the bed pad, bed skirt, top sheet and the bed blanket; and learned the proper way of cleaning of the comfort room with the use of the right chemicals and tools. The trainees learned rules such as when you start dusting a room from the right, one should end to the left, stripping is first done to make sure small valuable items are not included with the used linens and lastly, when cleaning a comfort room, one should start from the top which is the mirror, dry the bathtub and end with the floor tiles to ease the work and to make the work faster. Mr. Abo and Mr. Dela Cruz also learned to use the carpet sprayer when recoloring the color faded carpets (Fig. 28 a & b).

b.

a.

Figure 28 a & b. The trainees while using the carpet sprayer during carpet coloring The trainees also learned the different room types and the set-up of each rooms. Mr. Abo and Mr. Dela Cruz also learned rules specifically towards the guest, for example, trainees always take extra precautions when a guest doesn‟t know how to use

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his key card or how to open his room, when cleaning an occupied room, trainees observe the right manners specially if the guest belongings are in the room. After every assigned room are already made-up, the trainee fills up the room attendants‟ accomplishment report (Appendix D), a report filled up by the room attendant and is submitted to the operations supervisor for final inspection. Public Area For the coming weeks, the trainees are assigned as public area attendants. As public area attendants, the duties included in their work are the upkeep and maintenance of cleanliness of the restaurants, offices (Fig. 29), windows (Fig. 30), doors, lobby, stairs (Fig. 31) & hallways (Fig. 32), men‟s comfort room, guest elevators (Fig. 33), carpark, locker rooms, souvenir shop, furnitures and ceiling.

Figure 29. Mr. Dela Cruz while wiping the desk

Figure 30. The trainee while wiping the glass window

The trainees gained knowledge about the proper use of machine and chemicals use when cleaning the areas assigned to them. The trainees also learned how to use the floor polisher, wood wax stripper and the vacuum cleaner (Fig. 34). They learned to manage their time and effort to have the work done.

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Figure 31. The trainees while sweeping and mopping of the stairs

Figure 32. Mr. Dela Cruz while vacuuming the hallway

Figure 33. Mr. Abo while wiping the guest elevator

Figure 34. Mr. Dela Cruz while using the vacuum cleaner

The trainees as public area attendants are in-charge of the cleaning of the areas that are publicly accessible. They were assigned as powder boys who have the

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responsibility of the cleanliness of all the comfort rooms assigned to them. They do perimeter, mopping of the lobby, push brooming, cleaning of the guest comfort room for men, polishing of the floor with the use of the floor polisher (Fig. 35) and mopping and sweeping of the employees‟ locker rooms and comfort rooms (Fig. 36 and Fig. 37).

Figure 35. Mr. Dela Cruz while using the floor polisher

Figure 36. Mr. Abo while mopping the floor

Figure 37. Mr. Dela Cruz while sweeping the locker room

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The trainees as public area attendants also had „‟special projects‟‟ like scrubbing of the walls of a floor, cleaning of the air conditioning system or polishing of an area. Sometimes, special projects took almost the time of the whole shift just to finish the whole work. Linen and Laundry Area The last area assigned to the trainees is the linen and laundry area. The linen and laundry area is responsible for all the linens used by the housekeeping department.

Figure 38. Mr. Abo while delivering and arranging the linens in the pantry

Figure 39. Mr. Dela Cruz while arranging the guest laundry requests

It is also the department responsible concerned with the laundry of the guest requesting for dry-cleaning, ironing or washing of their soiled linens. As linen boys, they are in-charge of delivering the linens to all the floors (Fig. 38) which will be used by the room attendants. They are also responsible for picking-up of guest laundry request and delivery of it (Fig. 39).

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The trainees were also assigned as store room attendants (Fig. 40). They do requisition of the needed out of stock supplies and do make inventories for reports.

Figure 40. Mr. Abo while arranging the storeroom

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CHAPTER IV SUMMARY, CONCLUSION AND RECOMMENDATION SUMMARY The Manila Pavilion Hotel is where the trainees had their housekeeping internship. As the host establishment, one of the trainees‟ main goals is to experience the actual housekeeping operation in a lodging establishment and to be a part of the work force of the housekeeping department. The trainees had performed the daily work routines and schedules and had given their passion and time and contribute to the company‟s success. They have experienced to work as a team and always be accountable to the outcome of the task given to them. They have learned to manage their time and effort to undertake tasks and to be flexible enough to perform their work as hotel trainees. The trainees had experienced to work with the different areas of the housekeeping department namely: the guestroom, public area and the linen and laundry area. In the guestrooms, the trainees had learned to make-up the bed; clean the room and the bathroom and set-up a room according to the Manila Pavilion Hotel standards. The trainees had also learned the different room set-up in every floor. They had also learned the different linens used when making-up a bed, learned the proper manners and courtesy towards the guest and learned how to become an effective room attendant. In the public area, the trainees learned the tasks done in every area of the hotel. They learned that general mopping and polishing of the lobby should done at midnight to avoid accidents; hotel perimeter should always be clean all the time, glass doors and walls should also be immaculately clean and that the different furniture and fixtures should be treated and used with the right chemical, tools and equipments like the floor polisher, wax stripper, wood and metal polish and the vacuum cleaner.

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The trainees have learned how to become an effective public area attendant by doing their work with the minimal supervision of their supervisors at work. The trainees have developed the initiative of undertaking tasks without the supervision all the time. The trainees had learned the function of the linen and laundry department to the housekeeping. They learned the different kinds of linens like bed pad, bed skirt, blanket and the top sheet. The trainees learned to inventory the linens equally to the floors that need it. Another aim of the trainees during the internship is to perform the standard operating procedure of the hotel. They have learned the SOP of the hotel in rooms, public areas and in the linen and laundry area. In the guestroom, they learned the standard room set-up of the rooms in every floor, learned the standard in making-up the bed, the bathroom cleaning standard and when cleaning the whole room. They learned the SOP in the public area and performed it effectively and efficiently. Public area has SOP‟s like general lobby cleaning; mopping, polishing and vacuuming of the carpets is done at midnight; perimeter and guest comfort room should be done every 30 minutes. During their training, the trainees have learned the standard operating procedures implemented in the hotel and had performed it with the best they can. CONCLUSION The On-The-Job training is the best way to learn the housekeeping operation in a hotel. The trainees have learned the standard operating procedure, their work tasks, the responsibilities they have as hotel trainees and their part to undertake work efficiently and effectively. Learning outside the four corners of a room made the trainees learn more of the housekeeping department, its function, the personnels behind it and how to become an effective hotel employee. The experience they have had enhanced their knowledge of the housekeeping operation and experiencing it personally. They have experienced to be part of the largest work force in every hotel establishment----the housekeeping department. 25

RECOMMENDATION The trainees highly recommend the Manila Pavilion Hotel because it offers skills certification program that aims to teach the trainees all the necessary information about the housekeeping before they are deployed as trainees in the hotel. The Manila Pavilion Hotel is a great training establishment because the hotel has the facilities and personnel‟s that are willing to teach students all about the housekeeping department. Have the initiative to be a part of the growth and success of the hotel as to what the previous trainees had.

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