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TABLE OF CONTENTS
I. COMPANY PROFILE History Vision and Mission Organizational Chart Facilities
II. PRODUCTS AND SERVICES Description Brochures/Leaflets
III. NARRATIVE REPORT First Day of Duty What have you learned? Self-Assessment Daily Time Record
IV. APPENDICES Recommendation Letter Pictures on action (land base) Certificate Evaluation Resume
THE PHILPPINE WOMEN’S UNIVERSITY CDCEC – BATAAN
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE TOURISM MANAGEMENT COURSE
ON-THE-JOB TRAINING DOCUMENTATION
SUBMITTED BY: ROZANNE MIKAELA A.SANTIAGO
SUBMITTED TO: MRS. FRANCES ROSELLE G. FRANCISCO
As I finished my training period I want to take this opportunity of thanking those people or person who help and support me all throughout.
First, the LORD JESUS whose power is beyond normal being for giving me good health and those people I rely on all the time and who never get tired of helping me whenever I need it.
To my beloved family, thank you for the financial and moral support, endless understanding and unconditional love you have been giving me all throughout these years. You are the fuel that drives me to strive harder.
To my friends, who never fail to make me laugh when my life is not that smooth sailing.
To all my professors, who taught and nurtured me with all their might and knowledge, and for those constructive criticism you undoubtedly gave me for me to be a better and wiser individual.
Lastly, the staff of Makati Prime for giving me the chance to enhance my skills in your respectful establishment, all my experiences in your good office will create a very strong foundation in my career in the near future.
ROZANNE MIKAELA A. SANTIAGO BS TRM-32A
PRIME TOWER PROPERTY MANAGEMENT CORPORATION (MAKATI PRIME TOWER SUITES) Kalayaan Avenue cor. Mercado St. Makati City Tel #: (632) 750-3010 Fax #: (632) 750-2984
I. COMPANY PROFILE HISTORY
Formerly known as the Primetown Century Tower Makati, the Makati Prime Tower Suites have opened its doors under a new management, Prime Tower Property Management Corporation on June 01, 2003.
Prime Tower Property Management Corporation is a locally based management company set up in 2003 to operate the Makati Prime Tower Suites, catering to hotel accommodation and services. The company was established by Mr. Lauro
Casaclang, as President. The hotel has enjoyed rapid growth since its establishment and plans for further development are underway.
The company currently operates the 396-room Makati Prime Tower Suites.
MAKATI PRIME TOWER SUITES, located at the heart of Makati‟s business and entertainment district, within easy walking distance to a number of embassies, restaurants and major commercial and shopping areas, and a few minutes away from the domestic and international airports.
VISION & MISSION
HOTEL PHILOSOPHY: We value our guests and we are committed to make every guest who enters the hotel doors “SPECIAL”. Our philosophy is to achieve customer satisfaction and employee participation. The fundamentals behind achieving these goals are well organized and focused teams supporting all aspects of the operation to ensure maximum benefit for all. MISSION: Makati Prime Tower Suites will be the most successful and recognized condominium hotel targeting individual corporate business travellers, corporate groups, long stay and leisure markets.
Attractive pricing, variety of entertainment, excellent quality service and personal attention to guest needs will be the catalyst to its success.
We are committed to meet the owners‟ profit through aggressive marketing, yield management and effective cost administration.
Through motivation, training and attention to the needs of the clients, employees will be given the opportunity to grow, to display initiative and become ambassadors of the organization, guarding high quality standards and guest satisfaction and to fully inculcate the “my favorite, any day… any stay!” philosophy of the company.
36 storey condominium hotel complex featuring 396 rooms 98 open
One Bedroom Suite
Two Bedroom Suite
Basement 1, 2, 3 – Parking Area 1st floor (Ground Floor) – Lobby, Restaurant 2nd – 4th floor – Parking Area 5th – 33rd floor – Hotel Rooms 6th – Swimming Pool 34th – Penthouse 35th – Gym 36th – Open Space (private)
Dining facilities inside rooms include cutlery, chinaware and kitchenware IDD/NDD telephone Café & Restaurant - Open daily from 6am - 10pm Business Center - 24-hour internet facility Outdoor Swimming Pool (6th floor) - Open daily from 6am - 9pm Room Service Children-friendly 24-hour Transportation
Car Rental Service Laundry Service Parking Facilities Safety Deposit Box Foreign Exchange Counter Mini Mart Massage Service Mini Bar
All rooms have: a.
Shower with Bathtub
II. PRODUCTS & SERVICES DESCRIPTION (Size and quality of workforce; Equipment Logistics – type and count of existing logistics, based on line of main business; Scope and nature of services/products offered).
Our company is composed of 32 employees (including department heads) comprising all departments Finance, Front Office, Housekeeping, Engineering and Sales & Marketing Department(s), excluding the President, CEO and VP.
Our workforce is equipped and trained to ensure that our clients are happy and satisfied.
The operations use Fiesta hotel system, PABX equipment for telephone lines, and computers. Guest rooms are fully furnished, equipped with kitchen facilities.
Amenities and facilities include the lobby, swimming pool, function rooms, spa and salon and internet services.
Nature and product of the business is hotel accommodation and services.
Guests can relax and be pampered at our Prime Spa and Salon that offers the best packages for massage. They can enjoy delicious meals and yummy treats at best package for massage. They can enjoy delicious meals and yummy teats at Our Daily Bread Restaurant and Bakery
Makati Prime Tower Suites have many things to offer. The establishment has a great view of the city right inside of every room of the hotel.
III. NARRATIVE REPORT FIRST DAY OF DUTY During the first day of my On-the-job-training in Makati Prime Tower Suites, I feel like a baby taking my very first few steps. Everything was shaky and the feeling of nervousness really prevailed. I was instructed on the things that I will be doing and I am very confident that I can do those things. Honestly, I got clueless, but when I got to meet the staff I felt a sudden relief. I was put to grave yard shift; actually it is really boring at first because a grave yard shift is between 10:00 in the evening to 8:00 in the morning.
To make the long story short my first day of duty was boring because I am not used to doing those kinds of stuff, at first, I was just doing it for compliance but then as days pass I get to like what I am doing and realized that everything that I am doing right now whether easy or hard is for the better of my career.
WHAT HAVE YOU LEARNED? I have learned that I have to offer the best of my services at all times, w/ maximum efficiency and highest standards of all my might, I have learned how to develop and maintain good relations w/ hotel guests and long staying VIPs/guests and also I have learned how to be cautious regarding the operation on the Check-In and Check-Out of Guests, because it is one of my primary responsibility. In organizational relationships, I need to report directly to and communicate w/ the Front Office supervisor and cooperate, coordinate and communicate w/ other departments as required.
MAJOR DUTIES AND RESPONSIBILITIES 1
Maintain a high standard of personal appearance and hygiene at all times.
Report for duty punctually, wearing the hotel uniform and nametag at all times.
Provides a personalized, courteous and professional service to customers at all times.
Possess a thorough knowledge of Front Office, cashiering and telephone policies and procedures.
Be fully conversant with hotel facilities.
Ensures that hotel‟s credit policy is adhered to at all times.
Immediately recognize VIPs and guests.
Ensures that all irregularities are marked down on the logbook and reported to the FO Manager/Front Office Supervisor.
RECEPTION & CASHIERING
Handles individual FIT guest and group guests check-in according to standard procedures of the hotel.
Complete the guest registration cards and ensures all details are properly filled in.
Maintains guest ledgers in a systematic manner.
Handles foreign exchange and ensure that receipt is given.
Checks the „Letter of Authorization‟ from the guest company on a daily basis.
Ensures that all the rebates and paid out vouchers are signed by the Front Office Manager.
Issues accessing and closing of safety boxes and relevant documents.
Ensures that all guest keys are returned to the Front Office upon departure.
Ensures that all transactions are posted during the course of the day.
Ensure that the cashier‟s float is balanced.
Prepares and balance a cash report and remittance envelope at the end of the shift.
Ensures that all calls are answered promptly, courteously and accurately.
Arranges wake-up calls for guest accurately and efficiently at all times.
Ensures that message-taking activities and paging services for both hotel staff and guests are handled efficiently.
Up-date the telephone lists regularly for emergency use.
MINOR DUTIES AND RESPONSIBILITIES
Maintains the cleanliness and neatness of the FO area.
Assists guests for showroom.
Up-date in-house telephone directories periodically.
Promote Inter Hotel sales and in-house facilities to all guests.
Have a complete understanding of the employee handbook and adhere to the regulations contained within.
SELF-ASSESSMENT I can say that because of my experiences during my OJT, I believe I will be a good employee in whatever company God will offer me. Before my OJT I was immature on handling responsibilities but when I get to practice what I have learned inside the classroom, I can say that a part of me became mature and now, I know I can handle duties and I have developed a sense of responsibilities in whatever aspects.