6. fp-introduction

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INTRODUCTION
On-the-job training is the way to imply the trainees her knowledge and skills to an
institution. Base on this program, the student will be able to determine and be prepared to
the real working world. This program will be a huge impact to the student to apply and
experience all their learning’s in school. In Hotel and Restaurant Management, there are
division on trainings depend on the year level of the student. There are Housekeeping,
Food and Beverage and Front Office.
The trainee chose and institution where she is able to practice her knowledge.
Upon application the trainee will generate a memorandum of agreement that will be
signed by the university and the chosen institution. The MOA is an agreement of both
parties to be able for the trainee to be guided during her training.
Hospitality industry is the biggest industry among others. Hotel and Restaurant
management graduate has an edge to enter this industry, where the student is being taught
how hospitality industry is. By the training provided by the institution and with the
teaching of the school, the trainee will be prepared to face the real world of working.
Significance of the On-the-Job training
The importance of on-the-job training is to prepare the student to the real working
world. The training will help the student to practice her knowledge and skills.

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Objectives
General: the objective of the on-the-job training is to prepare the student to the real
working world. This program is design to apply the learning’s of the student to related
institution.
Specific: the objective of this program is to let the student experience the reality of
working world.
Time and Place of on-the-job training
The training institution was at Sunrise Holiday Mansion, Alfonso Cavite.
Assigned at Housekeeping (time share) section and Front office department; time of duty
9:00 o’clock a.m to 5:00 o’clock pm.

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THE LINKAGE INSTITUTION
Background
Sunrise Holiday Concepts, Incorporated (SHCI) is a subsidiary of Specified Contractors
and Development Incorporated (SCDI), a newly established company duly licensed by the
Philippine Securities and Exchange Commission as a Dealer/Broker of Timeshare certificate.
SCDI is a general contractor and developer geared towards meeting specific needs and
the increasing demand of the country’s construction industry with the continuing demand of land
and property business development, the constructors included the expression of hospitality
industry with three different concepts covering the unit ownerships, the timeshare and the condo
hotel operations.
The president/owner/developer and architect Henry O. Olonan, being optimistic on the
needs of luxury accommodation and the birth of a new building development of the Sunrise Hills
was established in year 1992 and after four years of completion, full operation started at year
1996.
With the continuing demand of accommodation of vacations, tourist, local and foreign
travelers, the SCDI generated another expansion of building known as the Mansion Royale and a
ground breaking was started in the year 1996, after four years of completion of construction of
the said structure, it was introduce to local and foreign markets in December 2000.
Vision
Sunrise Holiday Mansion has its vision to be a market leader in the hotel industry in
Tagaytay that can give opportunities for people industry and government that they served.

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Mission
Sunrise Holiday Mansion is committed and directed to become the best hotel in quality
service for corporate and regular clients.
Objectives of the Institution
Sunrise Holiday Mansion aims to provide high quality service standards of operation of
well-maintained guest rooms and facilities that has affordable room, food and beverage rates
through highly efficient and well trained personnel that is open to guest feedbacks.

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Figure 1. Logo of Sunrise Holiday Mansion Hotel

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Figure 2. Organizational Chart of Sunrise Holiday Mansion Hotel

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Functions and Responsibilities ofthe Management
Owner/CEO/President – is responsible for leading the development and execution of the
company’s long term strategy.
Operation Manager – is the manager who ensures the smooth operation of processes that
contribute to the production of goods and services of an organization.
Front Office OIC –is the one who directly supervises all front office personnel and ensures
proper completion of all front office duties.
Front Office Assistant –is the assistant of the front office manager that coordinates the activities
in the front desk, reservations, guest services, and telephone areas.
Housekeeping Supervisor –is the one who supervise work activities of cleaning personnel to
ensure clean, orderly, and attractive rooms in hotels.
Room Attendant – is the attendant whoperforms routine duties in cleaning and servicing of guest
rooms and baths under supervision of housekeeping supervisor.
Houseman – is the one who performs routine duties in cleaning the public areas.

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THE TRAINING AREA
A. Front Office department
The function of this department is to accept reservation and entertain guests. In
house and walk in guests are treated equally with their concerns and suggestions.
Facilities
 Back office
 Front office
Equipment
 Telephone
 Cell phone
 Computer
 Fax machine
 Printer
 Xerox machine
 Credit card machine
Front office Duties and Responsibilities
1. Assist in the day to day operations of the hotel front office.
2. Take personal responsibility for correcting customer service problems.
3. Perform house counts and review daily arrivals, identify potential problems with
room’s activity and take appropriate action.
4. Prepare and conduct front desk meetings and resolve issues.

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5. Train and develop front desk agents. Prepare staffing schedules and monitor label cost
to budget figures.
6. Ensure work is completed to include shifting closing, shift report, and turn over,
endorsement.
7. Assign coordinate, and supervise work activities of front office.
8. Ensure shift properly trained on system, security and cash handling procedures as well
as service and quality standards.
9. Conduct routine inspections of the front office and public area.
10. Deal with the guest complaints, queries and suggestions quickly and efficiently.
11. Take reservations correctly, noting any special request.
12. Manage inventory of equipment and suppliers related to the guest services
department.
13. Monitor the cash float or cash fund.
14. Check if all the keycard is prepared for everyday check in.
15. Monitor the inventory for the keycard.
16. Call a meeting if there are important things that need to be discussing to the staff.
17. Make sure that all staff is familiar and updated with hotel’s product and services.
18. Inventory of the souvenir shop per week.
19. Monitor and check occupancy report and forwarded to general manager.
20. Check the endorsement logbook of front office, concierge and deliver every day.
B. Housekeeping department
The function of this department is to make sure the cleanliness of each room and the
vicinity inside the hotel.

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Facilities
 Guest room Facilities
 Public Area
Equipments
 Room Attendant Cart
 Broom and Dustpan
 Mop Buckets
 Vacuum Cleaner
 Wall Washing Equipment
Working Policies and Procedures (SOPs)
1. Place the room attendant’s cart in front of the door of the room for cleaning.
2. Knock the door thrice and identify self by staying “housekeeping”.
3. Unlock the door using the area key card and gently open the door. Leave the door
wide open.
4. Record’s on the room attendant report the actual time that you start clean.
5. Switch on necessary lights for cleaning. Draw the blinds or curtains and open the
windows to air out. Turn off necessary lights, Tv and Aircon, etc.
6. Check the condition of TV, telephone, refrigerator, hair dryer and bidet. Turn on
every light to check switches and busted lights. Report to maintenance any
findings and inform the housekeeping office for the record purposes.
7. Collect the garbage and empty bottles. Bring out soiled dishes from the room then
call F&B for the dish out.

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8. Empty trashcan, dental glass and ashtray. Wash and set aside for drying.
9. Pull out soiled linens such as bathroom linens and bedroom linens.
10. Clean the bathrooms.
11. Clean window glass and frame including the air-con body.
12. Dust around the guestroom in counter clock wise motion. Clean mirror and glass
fixtures.
13. Sweep the floor. Move the bed furniture and refrigerator.
14. Make the bed, with duvet cover set up or with bedcover set up.
15. Complete the guest supplies compendium inserts and mini bar items.
16. Close window, arrange curtains.
17. Make a final sweeping and wiping the floors.
18. Check the overall appearance of the room. Inform the executive housekeeper or
the supervisor about the status of the room.
19. Take a last look for final touches and spray air freshener.

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THE TRAINING EXPERIENE
Tasks performed
The task performed by the trainee during her training at the front office department was
basic. She observed the rules and regulations of the department. She was first orient on the
process of the front office and how to deal with different kind of guests. After learning the
rules and other matter in the front office the trainee started to welcome guests at the front desk.
Keeping the smile that makes the guests welcomed. Being in the front office the basic tasks
was answering phone calls and coordinating with other departments for the concerns of the
guests.
As a trainee in housekeeping department; the trainee performed her duty to maintain the
cleanliness of the room and designated area. Make up room, retouch and etc. was her daily task
in housekeeping department.
Observed Strengths and Weaknessesofthe training Area
The strength of the front office department that the trainee was observed was that the front liners
were properly trained specially in dealing with guests. This asset will give the guests an impression to
the hotel that they are in the best hotel.
The weakness of the front office department that the trainee observed was the equipment for
transactions used by the front desk agent were not high tech, it was manually operated that makes the
transactions slower.
The strength of the housekeeping department that the trainee was observed was the employees
assigned at the department were hardworking and dedicated to their duties and responsibilities. They are
working harmoniously.

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Insights
Problem encountered
During the training period in housekeeping department, the trainee encountered minor problem
on her first week. The trainee did not know where to get the amenities like soap, toothbrush etc. that was
not found in the stock room area, that makes her cleaning time increase because she need to ask for her
immediate superior where to request those amenities.
Suggestion for self-improvement
The trainee must know how to separate her attitude during working hour and personal
attachments to her co trainees.
Suggestion for Program development
For program development, the institution must improve their function and facilities to encourage
more guests in the hotel. Renovation is one way to improve the physical attribute of the hotel.
Suggestion for Institutional Advancement
For institutional advancement, the hotel must have high tech equipment for their operation to be
faster. The hotel must Install CCTV camera for safety and protection of the guests as well as the
employee.

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SUMMARY
Sunrise Holiday Mansion is located at Alfonso, Tagaytay City. The trainee chose this institution
because of the experienced in operation of the hotel. Being established for 20 years, the hotel has its
name in the hospitality industry that caters the guest’s accommodation. The good climate and
environment of the hotel helped to encourage the guests to stay in the hotel.
The trainee submitted her resume attached with recommendation letter signed by the adviser,
coordinator and campus dean. Upon submission the trainee were already interviewed with orientation
by the human resource personnel.
The training given by Sunrise Holiday Mansion was a very big help to the trainee. Treating them
as equally as the staff makes her more matured and prepared to the working world. The training ground
of the trainee help her realize that she belong to the hospitality industry. Dealing with different kinds of
people and employee makes her adjust to her comfort zone. The environment that is harmonious, clean
and pleasant was a help for her adjustment.
The trainee had her Food and Beverage training at Don Henrico’s at Mall of Asia, Pasay and
Leslie’s Restaurant in Bacao, Cavite. She was assigned at the kitchen. She prepared pizza, pasta and
salad. She was scheduled from 9:00 o’clock am to 4:00 o’clock pm. When she was at leslie’s restaurant
she was assigned at the dining area to assists, take and deliver order to the guests. The training done in
the two restaurants helped her to develop her skill in communication and dealing with guests.
She had her housekeeping training at Microtel Eagle Ridge, Gen. Trias Cavite. She was assigned
to clean the vacant rooms and hallway of the hotel. Working under pressure helped her to adjust in her
working ability to perform multi-tasking.
All the trainings done by the trainee helped her to be prepared in the real world of hospitality
industry. The different type of trainings helped her recognize where she most excel and had her skill to

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be performed. She now prepared to work in an institution that is related to her craft. The training grounds
of the trainee helps her to be mould enough and develop her as a professional.
After all the training done, the trainee is now fully equipped to be out and step up to the
hospitality industry.

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Appendix 1
Recommendation Letter

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Appendix 2
Curriculum Vitae

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Appendix 3
Memorandum of agreement

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Appendix 4
Certificate of Completion

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Appendix 5
Accomplished Evaluation Form

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Appendix 6
Photo Documentation

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Appendix 7
Daily time record

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Appendix 9
English Critic Certification

6. fp-introduction

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6. fp-introduction