Chapter I

INTRODUCTION

It is nestled in the heartland of Tagaytay where whiff of Cool Mountain

breeze with a dramatic flora and fauna that envelope the place to maintain its

country charm.

It is a place where all your comfort is within reach from sports facilities,

spa, to your shopping spree.

Come and experience ... Tagaytay Country Hotel grandeur of nature

and renowned dedication to its warmth and personalized service.

Tagaytay Country Hotel is Operated by The Olivarez Group of

Company and owned by former Major Pablo Olivarez of Parañaque, with 68

rooms the hotel is rated as Standard Hotel by the DOT and 4 star hotel rate

by the Philippine Travel and Tours Inc. for its amenities and services.

Tagaytay Country Hotel is manage by Ms. Analyn Sio (Resident Manager).

Tagaytay City is considered as the "second summer capital" of the

country next to Baguio City because of its crisp and cool weather climate,
balmy winds and foggy mists all year round. It is a treasure box of pleasure

points by itself. It is a perfect picnic spot. Tagaytay, however, is more than a

picnic haunt. The place has many congregational houses, retreat centers and

most especially to Hotel accommodations wherein you can find a place, a

haven under the sky - the splendour of "TAGAYTAY COUNTRY HOTEL".

Thus, the masterpiece of nature that is Tagaytay is not to be missed for

tourist itinerary. It should always include a visit to the Volcano Island

enumerable side spots. Tagaytay City, located 2,500 feet above sea level,

enjoys a cool climate characterized by a relatively low temperature, low

humidity and abundant rainfall. Average temperature is 22.7 degrees Celsius.

Tagaytay Country Hotel offers 68 elegantly designed guest rooms and

function rooms with complete amenities and facilities that can accommodate

500 to 800 persons.

HISTORY

Tagaytay Hotel Country Hotel was owned by the Olivarez Family, Dr. R

Olivarez, the president, Ms. Evangeline Olivarez-llas, the General Manger and

Ms. Ephel De Leon Olivarez, the Operations Manager. It was founded on

February 2000.

Tagaytay Country Hotel was opened in 2002, named country inn and

later was changed to Tagaytay Country Hotel in the year 2002. The Hotel has

superior rooms, 11deluxe rooms, 20 studios, 1 suite and several function

rooms, including the 350 El Caviteno ballrooms. All rooms are equipped with

cable TV, mini bar, hot and cold shower, NDD/IDD telephone and individual

air conditioning. Room rates from Php 2,300.00 to Php 5,000.00.

The hotel has now been modified and expanded to their rooms and

function rooms. There are sixteen rooms, one suite room, and fourteen deluxe

rooms, 21 studios deluxe and 20 economy rooms, with a total of 72 elegant

designed guest rooms with complete amenities and facilities. The hotel has a

total of seven function rooms, while the amphitheater can accommodate 800

persons. El Caviteno ballroom can be divided into three function rooms that

are Kawit, Imus and Rosario. Ballroom can accommodate up to 300 persons.

Calabarzon can be divided into three smaller function rooms that are Cavite,

Laguna and Batangas. Calabarzon can be flexible in set-ups to up to 150

persons the smaller function rooms are also flexible for large group size.
MISSION & VISION

To exceed our clients expectations by providing the best service and

continuously aspire for excellence through hard work, diligence and respect

towards our guest, the organization, its officials and workers.

Olivarez plaza Tagaytay is the leading option tourist and visitors

destination in Tagaytay City. We will be known for our exemplary service and

commitment among the hospitality industries worldwide.

OUTSTANDING CHARACTERISTIC

Tagaytay Country Hotel is situated in the heart of Tagaytay business

district center, a 45 minute drive from manila. Tagaytay Country Hotel is the

right place to go for vacation, relaxation and be rejuvenated by amidst its

flourishing flora and fauna setting.

Tagaytay Country Hotel offers 68 elegantly designed guest rooms with

complete amenities and facilities. The Country Hotel has 18 superior rooms,

10 deluxe rooms and 24 studio rooms, 18 economy rooms and 1 suite room.

All rooms are equipped with Cable TV, Mini Bar, Individual Air-conditioning

with Individual Control System, Telephone System connecting to Front Desk

for NDD/IDD calls, Living Room Area, Hot / Cold Shower, Smoke Detector,

Phone Lines and Clothes Lines.

 Economy Rooms are designed for large group of guest witch features

Double Deck Beds to meet the needs of the guest. The Studio Deluxe rooms

are designed for family type which features a kitchenette and a bigger living

room area for studio type of rooms.

• 18 Superior Rooms • 21 Studio Deluxe Rooms

• 10 Deluxe Rooms • 18 Economy Rooms - Bunk

• 1 Suite Bed

Room Features Room Rates

Rooms Single / Twin Occupancy

Bed and Breakfast

Superior RoomPhp 3,000.00

Deluxe RoomPhp 3,900.00

Suite RoomPhp 4,650.00

Studio Deluxe RoomPhp 5,000.00

Economy 2Php 3,000.00

(Room good for 4 persons)

Economy 3Php 4,500.00

(Room good for 6 persons)Php 750.00 /per person

Economy 4Php 4,800.00

(Room good for 8 persons)Php 600.00 /per person

Economy 5Php 5,500.00

(Room good for 10persons) Php 550.00 /per person

 Restaurants

Experience Country Food and desserts in a cozy countryside ambiance

here at Country Café it serves sumptuous International and native serving a

combination of different types of cuisine, which expresses both light snacks

and complete meals that will surely satisfy guest needs. Its operational hours

are from 6am to 11 pm (Room Service also available during these hours).

Café Amadeo

A right place were you can enjoy a European cozy outlook with your

friends and family, drinking local coffee from Cavite and other variety of coffee

blends along with your choices of pastries and desserts.

La Costa Spa

Comfort and pamper your body from head to foot. Invigorate your body,

mind and soul as you relax your body with our variety of spa amenities such

as aroma therapy bath, healing massage, sauna bath, and other relaxation

treats like Facial Care, Body Treatment, Hand Care, Detoxification and Hair

care
 Facilities

Aside from the room amenities, Tagaytay Country Hotel offers the

following facilities to its guests.

Sports Facilities:

• Tennis Court

• Badminton Court

• Swimming Pool

• Open Basketball Court

• Indoor Basketball Court

• Billiard and Table Tennis

• Dart

Other Facilities:

• Laundry shop

• Spacious parking lot

• Business center

• Safety deposit box

LOCATION MAP

Tagaytay Country Hotel is located within Olivarez Plaza along

Aguinaldo Hi-way, the Business district of Tagaytay City 56 km travel from

Manila to Tagaytay. The place is near view site at Tagaytay Rotonda, the

hotel is beside Caltex at the right side of the map and across caltex is jollibee.

Mc Donalds is the easiest land mark to find Olivarez plaza and Tagaytay

Country Hotel.

The left side of Emilio Aguinaldo highway leads to silang, dasmarinas

and carmona,on the right side it leads you to rotonda an intersection that

leads to tagaytay highlands and batangas.

olivarez plaza also have a short cut at the back side leading to tagaytay

higlands. this place is also near a jeep ang van terminal, a few blocks away,

across the street the plaza is also a bus stop going to silang, dasma and

carmona.
HOTELS ORG. CHART
DUTIES AND RESPONSIBILITIES

Managers are responsible for keeping their establishments efficient

and profitable. In a small establishment with a limited staff, the manager may

oversee all aspects of operations. However, large hotels may employ many of

workers, and the general manager usually is aided by a number of assistant

managers assigned to the various departments of the operation. In hotels of

every size, managerial duties vary significantly by job title.

The GENERAL MANAGER, for example, has overall responsibility for

the operation of the hotel. Within guidelines established by the owners of the

hotel or executives of the hotel chain, the general manager sets room rates,

allocates funds to departments, approves expenditures, and establishes

expected standards for guest service, decor, housekeeping, food quality, and

banquet operations. Managers who work for chains also may organize and

staff a newly built hotel, refurbish an older hotel, or reorganize a hotel or motel

that is not operating successfully. In order to fill low-paying service and

clerical jobs in hotels, some managers attend career fairs.

Assistant Manager, help run the day-to-day operations of the hotel. In

hotels, they may be responsible for activities such as personnel, accounting,

office administration, marketing and sales, purchasing, security, maintenance,

and pool, spa, or recreational facilities. In smaller hotels, these duties may be

combined into one position. Some hotels allow an assistant manager to make

decisions regarding hotel guest charges when a manager is unavailable.

 Computers are used extensively by hotel managers and their

assistants to keep track of the guest's bill, reservations, room assignments,

meetings, and special events. In addition, computers are used to order food,

beverages, and supplies, as well as to prepare reports for hotel owners and

top-level managers. Managers work with computer specialists to ensure that

the hotel's computer system functions properly, managers must continue to

meet guests' needs.

• Manage the hotel's business plan or direction

• Hire and train new staff

• Handle requests and complaints from guests

• Keep records, plan budgets and deal with accounts

• Advertise the hotel and deal with tour operators

• Supervise the day-to-day running of the hotel

• Greet guests

• Take bookings and allocate rooms

• Devise the annual business plan for the hotel

• Having final say in quality and cost control

Resident Manager lives in hotels and is on call 24 hours a day to

resolve problems or emergencies. In general, though, they typically work an

8-hour day and oversee the day-to-day operations of the hotel. In many

hotels, the general manager also is the resident manager.

 Executive Housekeeper ensures that guest rooms, meeting and

banquet rooms, and public areas are clean, orderly, and well maintained.

They also train, schedule, and supervise the work of housekeepers; inspect

rooms; and order cleaning supplies.

Front Office Managers coordinate reservations and room

assignments, as well as train and direct the hotel's front desk staff. They

ensure that guests are treated courteously, complaints and problems are

resolved, and requests for special services are carried out. Front office

managers often have authorization to adjust charges posted on a customer's

bill.

Executive Chef will train and manage kitchen personnel and

supervise/coordinate all related culinary activities; estimate food consumption

and requisition or purchase food; select and develop recipes; standardize

production recipes to ensure consistent quality; establish presentation

technique and quality standards; plan and price menus; ensure proper

equipment operation/maintenance; and ensure proper safety and sanitation in

kitchen. The executive chef may cook selected items or for select occasions.

The executive chef may oversee special catering events and may also offer

culinary instruction and/or demonstrate culinary techniques. The executive

chef directly supervises kitchen personnel with responsibility for hiring,

discipline, performance reviews and initiating pay increases. Typically reports

to a food service director.

 Sales & Marketing Manager directs the actual distribution or

movement of a product or service to the customer. Coordinate sales

distribution by establishing sales territories, quotas, and goals and establish

training programs for sales representatives. Analyze sales statistics gathered

by staff to determine sales potential and inventory requirements and monitor

the preferences of customers.

Chief Engineer, Manages all engineering/maintenance operations,

including maintaining the building, grounds and physical plant with particular

attention towards safety, security and asset protection. Accountable for

managing the budget, capital expenditure projects, preventative maintenance

and energy conservation. Responsible for maintaining regulatory

requirements leads the emergency response team for all facility issues.

Accounting Manager, will be responsible for the Accounting

Department and its functions. Some of the duties include; cash management,

financial reporting, and creating budgets.

• Establish and enforce appropriate financial policies and

procedures

• Plan and forecast balance sheet and cash flow

• Cash management

• Create budget and re-forecasting

 Human Resources Manager directs and coordinates all duties related

to the position of Human Resource Generalist; recruiting, employee benefits,

wage and salary, job evaluations, personnel counseling, employee relations

and the creation and implementation of formalized training programs for all

personnel.
 Housekeeping Organizational Chart

Executive Housekeeper

The Executive Housekeeper is responsible for all duties of the

housekeeping operation and cleanliness levels in all areas of the property.

Responsibilities include: staff training, inter- department communications, and

staff scheduling. The Executive Housekeeper will promote an atmosphere that

insures the company mission statement, “Friendliness and Cleanliness”. This

position requires strong attention to detail, leadership skills, and the ability to

effectively deal with department heads, guests, and team members.

 He / She support the Executive Housekeeper in all duties of the

housekeeping operation and cleanliness levels in all areas of the property.

Responsibilities include: staff training, inter-department communications, and

staff scheduling. The Assistant Executive will promote an atmosphere that

insures the company mission statement, “Friendliness and Cleanliness”. This

position requires strong attention to detail, leadership skills, and the ability to

effectively deal with department heads, guests, and team members.

Guest Relation Assistant

They are responsible for maintaining the cleanliness and appearance

of the hotel and providing customers with quality service in a timely and

friendly manner. Responsibilities vary but may include: cleaning and

maintaining the appearance of the public areas of the hotel, deep cleaning of

assigned areas, setting-up and maintaining complimentary hotel lobby

functions including the coffee service and nightly concierge events, cleaning

and setting-up meeting room functions, restocking housekeeping stations,

delivering service items to guest rooms upon requests from the front desk,

and driving shuttle van when needed.

Room Attendant

Room Attendants are responsible for the cleanliness of guest rooms,

hallways, and public areas in the hotel. Responsibilities include: servicing

guest rooms daily in accordance with hotel procedures, stocking cart with
room supplies, and replacing bed linens and replenishing guest room

supplies. This position requires strong attention to detail, ability to

communicate effectively with guests and team members verbally or in written

form, and the ability to bend, lift, and be standing or walking all day.

Linen Supervisor

Linen Supervisor will be responsible to manage and maintain overall

control of the Linen Room and its functions, ensuring that a first class linen

service is delivered to the hotel and its bedrooms. Linen Supervisor will be

responsible of receiving, controlling, storing and issuing all linen; ensuring that

the correct stock levels of linen are maintained at all times.

Laundry Attendant

Laundry Attendant responsibilities include cleaning, drying and folding

laundry from the day, maintaining a clean working environment, assist the

front desk in delivering supplies to guest rooms in the evening, keeping an

eye on inventory levels and touching up rooms if needed to be sold.

 Food & Beverage Production

Organizational Chart

Executive Chef

The executive chef, sometimes called the head cook or the "chef de

cuisine", is the one responsible for running the food preparation in a kitchen.

He or she takes on much more of a management role than anyone else on

the kitchen staff. Executive chefs are usually employed by large restaurants,

hotels, and private country clubs and even cruise lines. Most manage a staff

of at least ten employees.

Duties

The executive chef is primarily responsible for assigning

responsibilities among the kitchen staff to ensure that food preparation is

efficient. In addition to overseeing all food production, the duties of the

executive chef usually include the following:

 Manage food preparation and cooking. Ensure that food quality

standards are met. /Cook food, either on a regular basis or for special

functions only. /Plan the menu and create new recipes. /Prepare the budget,

including projections of annual food and labor costs. /Train the kitchen staff to

ensure the food is prepared according to budget and standards. /Perform a

regular inventory of food supplies and equipment. /Project future needs and

place orders to ensure that they are met. /Ensure that the kitchen adheres to

sanitation and safety laws.

Sous Chef

The term "sous" comes from French, and it means "under." A sous chef

ranks directly below the executive chef. The sous chef is directly in charge of

day to day production in the kitchen. Because the executive chef must spend

so much time in his or her office, tending to issues related to business and

long-term planning for the restaurant, the sous chef is generally given the

responsibility of ensuring the kitchen functions efficiently and effectively.

• Supervising the kitchen staff

• Preparing and cooking meals to order

• Demonstrating cooking techniques and proper equipment usage to the

kitchen staff

• Some menu planning

• Some ordering of food and kitchen supplies

Chef De Partie
 A chef de partie, often called a "station chef" or a "line cook," is

responsible for one particular area of food production in the kitchen. This

position is usually found in larger kitchens with a staff big enough to allow for

specialization. Usually, each "station" in the kitchen has only one or two

workers on duty at any given time. In a case where there’s more than one

chef de partie on duty, they’re often divided into a hierarchy using titles like

"first cook," "second cook" and so forth.

Cooks

A chef is a person who cooks professionally. In a professional kitchen

setting, the term is used only for the one person in charge of everyone else in

the kitchen; the executive chef. They are the ones responsible for food

preparation and cooking.

Pastry Chef

Prepare baked goods, pastries and desserts. In larger establishments,

the pastry chef often supervises a separate team in their own kitchen or

separate shop.
 Food & Beverage Service

Organizational Chart

Captain Waiter

Oversees the service of the restaurant and reports to the department heads.

Waiters & Waitresses

Greeting Customers, in some restaurants, there is a host or hostess to

greet customers and take them to their tables. Other restaurants, however,

require the waiter to greet and seat guests before serving them.

Offering and Serving Beverages and Appetizers, upon the arrival of a

group of customers, the waiter should offer beverages and appetizers. The

waiter should be knowledgeable about the various soft drinks, wines and
 spirits that the establishment offers, as well as the appetizers on the

menu. The waiter places the orders and delivers the drinks and appetizers to

the customers.

Taking and Serving Meal Orders, One of the waiter's main duties is

taking and delivering food orders. The waiter must be able to discuss the daily

specials as well as the restaurant's regular menu items. A waiter should be

extremely familiar with the entire menu, including which entrees come with

side dishes.

Continued Service After the meal has been delivered, the waiter pays

attention to the needs of the table, re-filling drinks, taking away soiled dishes

and offering napkins or other amenities offered by the establishment.

Delivering the Check and Accepting Payment, The waiter totals the

guest check and takes it to the customer. He also accepts payment when it is

not done by a cashier and must be aware of the accepted forms of payment.

Waiters usually receive a tip of 18 percent to 20 percent of the total check.

Whatever the tip may be, the waiter should accept it graciously.
 Sales & Marketing Department Organizational Chart

The Sales and Marketing Assistant provides administrative support to

the staff of the Sales and Marketing Department. Duties include general

research, clerical, and project based work. The Sales and Marketing Assistant

projects a professional company image through in-person and phone

interaction.

• Research new market opportunities

• Map out potential customers & competitors

• Determine unmet needs and market structure (channels)

• Contact and conduct initial follow-ups on sales prospects

• Coordinate with our marketing, sales, and technical groups to facilitate

marketing functions (i.e. brochures, trade shows, etc.)

• Provide status reports to management on overall sales and marketing

activities
• Setup and coordinate meetings and conferences. Coordinates

employee travel (air/land, lodging, etc.) to and from marketing related

conventions and conferences.

• Develop procedures for contacting and qualifying leads

• Develop procedures for updating prospect information

• Develop procedures for competitive research and analysis

• Researching and purchasing of target advertising in all media for niche

markets

• Coordination of development of marketing pieces for print, internet,

television and radio.

• Develop procedures for E-Marketing/Internet marketing services for

clients

• Development of pricing structures and payment options

• Setup accommodation and entertainment arrangements for company

visitors.
 Accounting Organizational Chart

Accounting Supervisors overlooks the work of the accounting

department, and supervise and helps solve the problems the team

encounters. He/She reports to the resident manager the status of the financial

aspect of the hotel.

Auditor’s clerks often have responsibility for some or all of the

accounts, known as the general ledger. They record all transactions and post

debits (costs) and credits (income). They also produce financial statements

and prepare reports and summaries for supervisors and managers.

Bookkeepers also prepare bank deposits by compiling data from cashiers,

verifying and balancing receipts, and sending cash, checks, or other forms of

payment to the bank. They also may handle payroll, make purchases, prepare

invoices, and keep track of overdue accounts.

 Accounting clerks post transactions in journals and on computer files

and update the files when needed. Clerks also review computer printouts

against regularly maintained journals and make necessary corrections. They

may review invoices and statements to ensure that all the information

appearing on them is accurate and complete, and they may reconcile

computer reports with operating reports.

Auditing clerks verify records of transactions posted by other workers.

They check figures, postings, and documents to ensure that they are correct,

mathematically accurate, and properly coded. They also correct or note errors

for accountants or other workers to fix.

LAYOUTS:
LAYOUTS:
LAYOUTS:
LAYOUTS:
LAYOUTS

Basement

The basement has 18 economy rooms with double decks. The

economy rooms features Cable TV, Mini Bar, Individual Air-conditioning with

Individual Control System, Telephone System connecting to Front Desk for

NDD/IDD, Living Room Area (Studio Deluxe Rooms), Hot / Cold Shower,

Smoke Detector, Phone Lines and Clothes Lines.

The basement also has a billiard hall and videoke area with

comfortable sala-set for entertainment. In this floor there are two public

comfort rooms separating the ladies and men’s comfort rooms, It features four

shower areas and four toilet cubicles for each comfort room. In this floor the

food and beverage office, stock room and storage room are all located.

Ground Floor

The ground floor has the main entrance were you will first find the front

desk. In this floor the kitchen, café restaurant, accounting office, resident

managers office front desk office and sale marketing office

 The Ground floor also features superior rooms, deluxe room a studio

type with a living room area, 1 suite room, deluxe room a regular type of

room. At this floor the hotel extension that is located outside the hotel were

they feature a studio deluxe room that has a kitchenette, microwave and

refrigerator, the extension is just beside the parking, the garden, tennis court

and swimming pool. The hotels La Costa Spa is also in this floor and

calabarzon function rooms that are flexible that can be devided into three

function rooms calamba, laguna and batangas function rooms.

Second Floor

The second features El Caviteno, Kawit, Imus and rossario function

rooms, this function rooms is also flexible and can join the three function

rooms into 1 big function room. In this floor the deluxe rooms are all located,

in each it has the usual features and facilities of a room like; Cable TV, Mini

Bar, Individual Air-conditioning with Individual Control System, Telephone

System connecting to Front Desk for NDD/IDD, Living Room Area (Studio

Deluxe Rooms), Hot / Cold Shower, Smoke Detector, Phone Lines and

Clothes Lines.
FACILITIES

Sports Facilities:

• Tennis Court

• Badminton Court

• Swimming Pool

• Open Basketball Court

• Indoor Basketball Court

• Billiard and Table Tennis

• Dart

Business Facilities:

Convention Center

This is suited for convention purposes or big events (theater type). It

can accommodate 800 to 1,000 persons

El Caviteno Ballroom

It is the most perfect venue for conferences, seminars and other major

events such as birthdays, baptismal and wedding receptions

 El Caviteno Ballroom can be divided into three function rooms that are

Kawit, Imus, and Rosario. Kawit, Imus, and Rosario these three small flexible

function rooms can be divided depending of the large no of guest.

Calabarzon can also be divided into three smaller function rooms that

is Cavite, Laguna and Batangas. Calabarzon can be flexible in set-ups of up

to 150 persons. Smaller function rooms are also for flexibility of group size.
 CHAPTER II

HOUSEKEEPING

In Tagaytay Country Hotel, the housekeeping is one of the key

departments and employs a large number of people. The housekeeping has

the great responsibility of taking and upkeep of the various departments and

different areas of the property and covers a wide area.

It coordinates with other departments to ensure the smooth functioning

of the establishment, though it is not a direct source of revenue, its

contribution of the operation of the hotel is critical and cannot be ignored. It is

the house keeping department, which makes the stay of the guest in the hotel

“comfortable” by creating a warm and homely atmosphere. It caters to the

guest requirements and provides the necessities in the right shape and order.

After the front office, this is the most important area which creates a

long and lasting impression upon the guest and can influence the guest to

patronize the particulars hotel time and again. An incomplete housekeeping

department of any hotel can detract guest and loose clientele and

consequently the revenue so; the housekeeping department in the hotel is

responsible for the cleanliness, maintenance and aesthetic upkeep of the

hotel. The role of the housekeeping is to keep clean and make it feel cozy,

comfortable and safe house for the guest.

 Executive Housekeeper

Executive housekeepers Supervises and is responsible for the

cleanliness, order and appearance of the hotel rooms and public areas. He

also prepares reports when required and Participate in all department head

meetings. Train all employees to perform the standard procedures as

applicable to their position. He works closely with the general managers on

day to day housekeeping requirements and prepares the annual

housekeeping budget and submits it to the general manager.

Check all public areas against checklist and see that they meet the

standard of cleanliness stipulated and remove furniture, fixtures and curtains,

which require repairs, mending, spotting, washing etc. Prepare a schedule for

the cleanliness crew and trains all new recruits. Account for furniture

movement & inspect staff turnout and floors and Assign duties to floor

housemen and room attendants. Inspects staffs turnout.

Operational Aspects of Tagaytay Country Hotel

Check all safety systems on the allocated floor and Trains room attendants

and house-men for maximum productivity and standards, records lost and

found items as per laid down norms.

 Areas covered:

• House keeping control desk. • Linen issuing

• Guest room • Florist

• Public area • Lost and found

• Linen room • Stores

• Stock room • Sport facilities

• Laundry • Function rooms

• Horticulture

Different Types of Room:

• 18 Superior Rooms

• 10 Deluxe Rooms

• 1 Suite

• 21 Studio Deluxe Rooms

• 18 Economy Rooms - Bunk Bed

 Different Types of Room

These rooms feature with complete amenities and facilities. The

Country Hotel has 18 superior rooms, 10 deluxe rooms and 24 studio rooms,

18 economy rooms and 1 suite room. All rooms are equipped with Cable TV,

Mini Bar, Individual Air-conditioning with Individual Control System, Telephone

System connecting to Front Desk for NDD/IDD calls, Living Room Area, Hot /

Cold Shower, Smoke Detector, Phone Lines and Clothes Lines.

Economy Rooms are designed for large group of guest witch features

Double Deck Beds to meet the needs of the guest. The Studio Deluxe rooms

are designed for family type which features a kitchenette and a bigger living

room area for studio type of rooms.

Room Types

Studio Deluxe Rooms

• · Two (2) twin beds or one

• · Bedside lamps (2)

• · Bedside rugs (2)

• · Painting

• · Bathroom with one bath and shower

• · Kitchenette with stove, fridge, utensils

• · Two seaters dining table with chairs

• Kitchenette, bar counter with two stools and utensils

 Superior Rooms

• · One (1) Bedroom Suite

• · Double bed

• · Wardrobe

• · Night tables with lamps (2)

• · Side tables

• · Painting

• · Bathroom shower

Suite Room

• · Two (2) Bedroom Suite

• · Double bed

• · Queen-sized bed

• · Closet space to each bedroom

• · Bedside rugs (2)

• · Living area with love seat

• · Coffee table

• · Center rug

• · Four seater dining table with chairs

• · Painting

• · One bathroom with bath and shower

 Deluxe Suite

• · Two (2) Bedroom Suite

• · Double bed

• · Closet space in each room

• · Bedside tables with lamps per room (2)

• · Bedside rug to each bed

• · Two seater dining table with chairs

Guest room Amenities Bathroom Amenities

• Stationery • Bath soap or shower gel

• Post cards • Shampoo

• Pens • Tooth paste

• Laundry bags • Tooth brush

• Utility bags • Cotton buds

• Packets as coffee or tea

• Sugar and powered etc

The housekeeping department has the responsibility for only daily and

periodic cleaning of the guest rooms and public areas. Consequently, the

department has in case then and furnishing carpets and furniture’s beds and

beddings and sometimes laundry work the guest and other department.
 In all its work the aims of housekeeping departments is to maintain

standard which are constant which good housekeeping practice and which

are reflected through to satisfy guest.

Among other aspects of hotel life, comfortable guestroom an efficient

provision of serviced are assessed by guest who can do influence potential

customers. The reputation of the residential establishment also depends upon

the efficiency and loyalty of staff.

Process of Bed Making

The first thing a room attendant do before making a bed is collecting all

trash and rubbish, remove it and empty them into the trash receptacle bag on

the cart or trolley. Take the trash receptacle into the bathroom for cleaning.

Collecting all ashtrays in smoking area if it is provided in the rooms empty

them into the receptacle bag then wash all ashtrays and wipe and dry. Damp

wipe all trash receptacles, and then replace all ashtrays and receptacles.

Bring clean linen and any other supplies needed to service the room.

Shake all bed linen carefully when stripping the bed, guest to leave article and

valuables in and under the bed in pillow cases. Notify the floor supervisor and

follow the lost- and –found procedures for any item left behind by the guest.

Check mattresses and box strings for soiled and torn spots. Report

damages and notify the floor supervisors. Any bed in need of replacement are
immediately replaced and reported so the order of work could continue

efficiently.

Fresh linen should be replaced on every bed that was used or turned

down the night before. Place any reject linen in the reject linen bag and list it

in the report sheets then placed it in the linen locker.

Tucking in the top at the head of the bed with a mitered corner the

bottom sheet should also be tucked in on both sides of the bed but

necessarily at the foot.

The blanket should be placed at the top of the second sheet, nine

inches from the head of the bed. When the blankets are properly on the bed,

the top sheet and blanket should now be tucked in together at the foot of the

bed, and a mitered fold made on both sides of the foot of the bed.

Different Cleaning Supplies

• Vacuum Cleaner- Used to clean carpet, skirting, windows and curtains

and floor, cleaning. Upholstery and maintain cleanliness and avoid dust

in room and other hotel areas.

• Scrubbing Machine- It is used for scrubbing floor and polishes them

and it is very convenient to. Use and speed to finish work and

manpower is less required and efficiency in cleaning and drying floors

in extremely high.

• Iron Box- It is used for ironing clothes of guests and as well as of the

staff.
• Washing Machine- It is used for washing clothes of the guests and staff

and also for express laundry delivery it is used for.

• Scrubber- These are used for scrubbing floor and remove stains and

later squeezed and mopping is done.

• Squeezer- It is used to remove excess water and direct towards gutter /

trap and helps in mopping floors.

• Mop Stick- It is used to mop floor with the remaining water after

scrubbing and squeezing. It helps in drying floor faster as it spreads

water.

Cleaning Process

• Mirror- rinses it with hot water and dries it with a micro fiber cloth.

• Lampshades- brush it and wipe it with a damp cloth.

• Shower stalls-use all purpose cleaner and dry cloth.

• Bath floor- sweep with broom, and damp mop with a sanitizer-cleaner

• Sink- use with an all-purpose sanitizer-cleaner, rinse and dry with a

micro fiber cloth.

• Tubs- scrub with an all-purpose cleaner, rinse and dry with a micro

fiber cloth.

• Toilet bowl- washes the toilet inside and out. Wash the inside with a

hand mop and the outside surface with a damp cloth treated with a

sanitizer and a disinfectant.

Standard cleaning procedure

• Place room bay’s cart in front of the door of the room for cleaning.
• Knock the door twice & identify self of staling “housekeeping” or “room

boy” 5-10 seconds.

• Unlock the door using the duplicate key & gently open the door. Leave

the door wide open.

• Record on the room boy’s report the actual time that you start to clean.

• Switch on necessary lights for cleaning. Draw the blinds or curtains and

open the windows to air-out. Turn off unnecessary lights, Television

and Air conditioner. Etc.

• Check the condition of Television, radio, air conditioner, telephone,

refrigerator, hairdryer and bidet. Turn-on every lights to check switches

and busted lights. Check for broken and missing items. Check the EL

Safe. Report to maintenance any findings and inform the housekeeping

office for record.

• Collect the garbage and empty bottles. Bring out soiled dishes from the

room then call the Food and Beverage for dish out.

• Empty trashcan, dental glass and ashtrays. Wash and set aside for

drying. Pull out Air Condition Unit filters, wash and set aside fro drying.

• Pull out bedspread cover with bedspread cover and duvet cover.

• Clean the bathroom from clockwise and top to bottom procedure then

store the bathroom amenities.

• Clean window glass and frame including the air conditioner body.

• Clean the veranda, if applicable

• Sweep the floor. Move the furniture, bed and refrigerator.

• Check if furniture felts installed are adequate.

 • Dust around the room using dump cloth in counter clockwise motion.

Clean mirrors and glass fixtures.

• Make up the bed with duvet set up and bedcover set up.

• Complete the guest supplies, compendium inserts and mini bar items.

• Close windows. Arrange curtains/roman shades.

• Make a final sweeping and wiping of floors using a damp cloth.

• Check the over-all appearance of the room. Inform the

• Executive Housekeeper or the Supervisor about the status of the room

for inspection.

• Take a last look for final touches and spray air freshener.

Linen and Laundry

The different function of linen and laundry area is delivering laundry

items for house guest or in house occupants. Washing drying, guest laundries

as well as linens used in banquet maintenance for fixtures and facilities. They

maintain and make sure that the linens are in good shape and without

damage. The laundry and linen area also follows the standard operating

procedures in their service to not disappoint the customers

Communication with the Front Office

The communication through the housekeeping and front office is by

computers and telephones they also communicate through walky-talky. The

housekeeping supervisor is the one responsible to communicate with the front

office department he/she coordinates closely with front office area about the

room status and room bookings as well as changes in-room assignments and

reservations. Supervisors informs to the front office area about the types of

rooms are ready to occupy, and how many rooms are available for renting of

guest.

ROOM SERVICE

If a guest has is in a room and would like to eat inside their room there

is a menu card just right beside the phone so the guest is freely to choose

from the wide variety of food selection that the hotel serves. They can call for

room service any time they want and be delivered in their respective room;

they can use the phone that is provided in the room to call for room service.

Process of Ordering & Deliver

Telephone will be answered by a waiter in courteous manner and

process the guest's order according to the menu card, the waiter will then

describe the selection of food & beverage in the menu item to guests by

offering interesting, and vivid descriptions of the each item's, origin, taste, and

preparation methods.

Communicate with guest and take their order including any special

needs or requests to the kitchen using the hotel's point-of-sales system; check

completed kitchen orders with the guest's original order; delivery of items to

the guestroom will be delivered by a Room Service Servers in a timely

manner to ensure proper food quality; properly and accurately close guest

checks; record guest charges.

Anticipate guest needs, ascertain satisfaction, and offer suggestions,

and respond urgently and appropriately to guest concerns and requests.

Coordinate amenity deliver by ensuring that all requests are received,

filed, ordered from kitchen and delivered in a prompt and accurate fashion.

Table Set-up

The guest rooms are provided with tables and chairs for the guest use.

The guest are free to set their own table according to set-up they are pleased.

Utensils, napkins and plates are all provided by the hotel.

FOOD & BEVRERAGE DEPARTMENT

Food and Beverage Department is responsible to give the customer

satisfaction regarding the food taste and quality service to all customers.

It is the responsibility of the food and beverage department is

responsible to give the customer satisfaction regarding the food taste and

quality services

The food and beverage personnel are responsible to respond to the

demands of their customers. They see to it that customers receive good and

courteous service at all times, they must maintain good working relationship

with fellow staff and customers.

The food and beverage department attends to the customer’s queries

and requirement. It must be done courteously and efficiently establish

standards. All beverages and food must be in good taste and of quality

service to ensure customers satisfaction.

F&B Manager

The food and beverage manager is responsible for the daily operations

of the restaurant and other establishment. The managers also train all

employees to ensure all products are prepared, handled, stored well with

consistency and to maintain standard recopies. He/She coordinates orders

with food or liquors to ensure best price, quality and availability. He/She is

also responsible for the submission of the reports needed.

In addition the service manager oversees the inventory, ordering of

foods, equipments, supplies and arranges for the routine maintenance and

the upkeep of the restaurants equipments and facilities. He/She also

coordinates all created events and bookings.

As for guidelines and conferences, services and food services the

manager is also responsible for all menu development, food costing,

marketing and pricing initiative.

Generally food service mangers are responsible for all administrative

and human resource. He/ She also functions as the one running the business

Food service manager implements the procedures by overseeing the

training of the new employees and explains the establishment policies,

procedures, and practices clearly. He she schedules work hours, making sure

that enough workers is present to cover each shift. If an employee is not in

good condition or he/she is unable to work for a day or so…? Managers must

call “on call employees” for substitution to take the place of the absent

employee. The service manger also ensures the flow of the operations

promptly and consistently. He/She encounters guest complaints like the

service, food, equipments etc… He/She must execute investigation and

resolve customer complains immediately to satisfy guest needs.

 AREAS OF FOOD AND BEVEAGE DEPARTMENT

The different areas covered by the food and beverage department are

the dinning area. Kitchen area and if there are special events in some of the

function rooms it is also covered by the food and beverage department

Dining area - an area arranged for dining; this is where the guest eats

and be satisfied in their food.

Kitchen Area -A room or an area equipped for preparing and cooking

food.

Function Rooms - these are the place where we held special events

like birthday, a fully catered corporate function, private function, cocktail party,

Christmas party, wedding, engagement and reception

Difference between commercial restaurant & Hotel restaurant

The difference between a hotel restaurant to a commercial restaurant,

is that commercialize restaurant, are advertised and often well known for their

brand name, service add style and are choose by clients or guest. Hotel

restaurants are commercialize too through the hotel services and facilities but

often the price has higher cost since it’s located inside a hotel. But even

though it has higher price it has complete facilities for the guest needs. .and

an advantage of hotel restaurants, they have more man power for service

events unlike commercialize restaurants they have limited services.

 Shifting Procedure

Every shifting the food and beverage department staffs, they need to

punch their time card using the bandy clock, then meet the service manager

at the beginning of the shift to be updated and inform for the latest “86” or ot

of stock, events and projects of the day.

The works from 07:00 am to 04:00 pm, 09.00 am to 05.00 pm and 10

am to 06:00 pm through out the week. On Sundays the front office department

handles reservations. It comes directly under the supervisors of the duty

managers.

Menu

The menu serves local and international cuisine. Tagaytay Country

Hotel offers wide range of meals, starting with breakfast set like continental

breakfast, American breakfast, Country breakfast, Ala Carte breakfast and

other local favorites like Arozcaldo, Champorado, Goto and Spanish sardines

and also starts every meal with different types of appetizers, salads and

soups. They also have hunters’ sample, serve with pastas, sandwiches and

desserts along with assorted garden vegetables and aioli sauce, mushroom

sauce, pepper corn sauce, café de Paris and lemon butter sauce, bake

potato, French fries and plain garlic rice are some choices of carbohydrates in

the hunters’ sample menu item. Along with is a list of viand such as Australian

Tenderloin steak, Potter house steak, T-bone etc…

 Basic Rules of Order Taking

• Be sure what the guest wants and take note of their orders including

special instructions like in the case of a steak I fit is well done etc.

• Special Instructions: Doneness

• Rare – R

• Medium Rare – MR

• Medium – M

• Medium Well – MW

• Well Done – WD

• Repeat the order and thank guest.

• Give a service as perfect as possible.

• Remember that hot food is served on hot plates, and cold food on cold

plates, and icy food on icy plates.

• BE grateful for a small tip.

• Develop cares interest for the job and plan a future career you can be

happy with.

• Develop the skills to observe guest’s habits, preferences and dislikes

and learn to anticipate such habits.

• Greet the guest by his name and the proper time of the day.

• Check briefly the amount of the check before handling it to the guests.

• Ask a guest who seems to be waiting: “Would you care for a drink

Sir/Ma’am?”
• A guest in a hurry must be given a speedy service.

• A few friendly words may help a lonely guest enjoy his meal better.

• Some guest cannot understand the menu so the waiter should explain

to them and possible show how it is being prepared.

• If it is evident that the guest is budgeting, he will request for the waiter’s

suggestions on what to order that will enable them to enjoy a fine meal at

a modest cost.

• If the guest is dieting, the waiter should be able to suggest some

dishes because guest’s welcome suggestions on food do not have many

calories.

Table Set-Ups
 In Tagaytay Country Café, they don’t have any permanent table setting

but due to different types of cuisine, they manage to set up in what type of

food they serve.

Plates and Bowls

• Dinner plates should be placed approximately 2 inches from the table's

edge, centered on the placemat or squarely in front of each chair.

• Soup bowls are placed on top of the dinner plate.

• Salad plates are placed to the left of and just above the forks.

• The bread plate should be placed to the right and slightly above the

salad plate.

• When serving multiple courses, many hosts will opt to serve them in

courses and place only one or the other dish at the original table

setting. For example, if soup will be served first, the soup bowl will be

placed on top of the dinner plate and the salad dish will be brought out

after the soup bowl and spoon has been cleared.

Silverware

• Silverware should be placed on the table in the order it will be used;

silverware that will be used first should be found on the farthest left and

right sides of the plate.

• Forks are placed to the left of the dinner plate; knives and spoons go to

the right.

• Knives should be placed with their cutting-edge toward the dinner

plate, except the butter knife which should be laid flat on a bread plate.
 • Utensils should be about 1/2-inch away from the plate or each other,

and they should also be lined up evenly from their bottoms.

• Avoid placing more silverware than the meal calls for.

• Dessert silverware can be originally placed at the table setting if you

wish. The dessert fork or spoon should be centered above and parallel

to the dinner plate.

• If you will be serving dishes that require specialty silverware, be sure to

arrange the silverware on either side of the plate according to the order

in which they will be eaten.

Cups and Glasses

• Water glasses should be placed above the dinner knife, with other

drinking glasses arranged neatly nearby the water glass. Often drinking

glasses are arranged in a triangular formation.

• Coffee cups and saucers may be placed on the table to the right of the

knife and spoon.

Other Items

• Napkins are commonly placed on the plate, to the left of the forks or

inside of a drinking glass.

• Name cards are always a good idea for place settings, if the dinner

party is large. Place the card above the dessert utensil, to the left of the

drinking glasses
FACILITIES AND EQUIPMENT

Room Facilities and Features

• Mini Bar

• Living Room Area

• Kitchenette

• Cable TV

• Individual Air-conditioning

• Telephone connection to the front desk for NDD/ICC calls]

• Hot/Cold Shower

• Smoke Detectors

• Phone Lines

Hotel Facilities and Amenities

• 68 Elegant Guest Room

• Spacious Function Rooms for Conferences, Seminars and Meetings

• Country Cafe

• Amphitheater

• Convention Center

• Exhibit Hall

• Business Center

• Swimming Pool with Outdoor Jacuzzi

• Tennis and Basketball Court

• Sport Center and Amusement Center

• An Indoor Badminton Court

• Supermarket

• La Costa Spa

• Laundry Services

• Spacious Car Park

F&B EQUIPMENT

• Iron Machine – use to iron the linens, table cloth; table napkins etc.

• Vacuum Cleaner – use to eliminate loose oil and dust

• Carpet Sweeper – use to suck dirt from the carpet

• Room Boys Cart – use for stocking supplies and chemicals

• Floor Polisher – use to polish floor

• Squeegees – use to remove excessive water

• Mops – use for manual mopping

• Washing Machines – use in washing linens and cloths etc.

MANPOWER SCHEDULING

Housekeeping department have a three shifting: a morning shift at six

a.m. until three p.m. The afternoon shift starts at two p.m. until eleven p.m.

And the midnight shifting is from eleven p.m. until eight a.m.

F&B Department have two shifting, morning shift at 6 a.m. until three

p.m. The afternoon shift starts at two p.m. until eleven p.m.

COMMINICAIOTN STYLE

The communications style of housekeeping department is through the

use of telephones, fax and computers. All areas of the housekeeping

department have a telephone to communicate easily to each areas and other

department hotel. They use fax machine to send a letter or important

document for the business transaction. The housekeeping department has

also the computer especially in the front desk area for the guest reservations

sand room assignments.

INTERPERSONAL RELATIONSHIP

All staffs in Tagaytay Country Hotel maintain a good relationship to

each fellow employee during working hours. In all departments they cooperate

and implements good and quality service in their respective working areas

and to impress guests. All department heads potrays good image to their

fellow worker.
WORKING CONDITION

The employees of Tagaytay Country Hotel works in coordination work

on time and finished the assigned task in a good and quality performance.

The employees also remind each other about the standard procedures of the

hotel to meet the satisfaction of the guest.

VENTILATION

Tagaytay Country Hotel has a complete ventilation to make the hotel operates

well and adds the quality of service in the operation of establishment. All

rooms (economy, suite, deluxe, studio), the function rooms (el Caviteno

ballroom, Amphitheater, convention center, Calabarzon) and offices has its

own air-conditions to make entire area more comfortable. Also the Country

Café has its own centralized air-conditioned to make the whole area breezy

for the customer. The complete lights and decoration of whole hotel area

creates a pleasant appearance of the entire hotel. In the addition of the

harmonious music that makes the place more relaxing

SANITATION PROCEDURE

All areas of Tagaytay Country Hotel are well monitored and sanitized.

All departments are responsible for their areas and maintain cleanliness with

proper standard sanitation procedure, they conduct checking for equipment

repair and maintenance.

STRENGTHS

Establishment

Tagaytay Country Hotel has complete facilities for the guests’ needs

and satisfaction. In this establishment, each guestroom is designed to comfort

guest, while the staffs and employees are hospitable and friendly to all guests.

They have different facilities that will meet the needs of the guest such as

swimming pool with Jacuzzi, country café, La Costa spa, laundry service,

supermarket, spacious car park, four indoor badminton courts, tennis and

basketball court, and business center like convention center, amphitheater

and spacious function rooms for conferences, seminars and meetings.

Employee

The strength of the employees hear in Tagaytay Country Hotel is there

team work that makes there work easier and fun. They also give respect to

whom that is in the position like the department heads. They also give a good

example to practicum students and train them with the hotels standards.

Management

The management in Tagaytay Country Hotel is well managing with

proper standards. The resident manger also maintains closeness to his/her

employees to develop team work to reach their goal.

Practicumer

As practicumer we were equipped and prepared for this training

program to experience the real world of hospitality. In this hotel we were

trained in different types of department. Indeed the training program

developed our skills and enhanced our knowledge in this field, this experience

made us more confident to face the challenges of the competitive world.

WEAKNESSES

Establishment

The weakness of Tagaytay Country Hotel is the unfinished work in the

establishment like unfinished paint jobs and construction that is not been

repaired for days or so, that makes it an eye sore and unpleasing to the guest.

Employee

Due to lack of qualified personnel or less trained staff the hotel work

gets over delayed and customers receive unsatisfactory service, which create

a bad impression about the hotel in the guests’ mind. And once the guest

leaves the hotel after unsatisfactory service, the guest doesn’t come back.

Management

The managements need more power to implement a task that needs to

be done over his/her employees. The management had established a very

close relationship that caused over familiarity between employer and

employees.

Practicumer

As a practicumer we were equipped and prepared for this training

program, but the management depended and required too much services

beyond the required job description more so assigned us to areas like a dicer

in a supermarket.
RECOMMENDATION

Establishment

The Tagaytay Country Hotel as a establishment is now reaching the

peak of success. It should have additional staffs that are knowledgeable

enough in terms of their work because of the growing demands. Tagaytay

Country Hotel in the other hand still lack some amenities and facilities. This

should be given attention immediately to be able to meet the guest’s needs

and demands. They should also pose mission and vision at the front office.

Employee

In recruiting hotel personnel candidate’s qualifications and experiences

should be taken into account. As far as the existing personnel, regular training

must be provided. Substitution between the new and the existing personnel

can be a good option in order to provide satisfactory service to the guest

needs.

Management

The hotel must have proper monitoring of the maintenance crew as far

as the repairs and constructions are concern. The works of the maintenance

will be done in just a short period of time to lessen the problems and

inconvenience and to keep-up the good impression about the establishment.

The establishment should also hire high standard quality workers with the

right training and knowledge of his/her job.

Practicumer

Every practicumer should be given proper orientation and training

about the establishment. They must be informed about the hotel’s

background, strengths and weaknesses in order to respond professionally to

whatever situations they may face or encounter. Every practicumer must be

hard working, well trained, and have passion for work.

CONCLUSION

I therefore conclude that Tagaytay Country Hotel being one of the hotel

chain in Tagaytay is setting standards that other establishments can follow. It

is essential to be aware of the changes taking place in the outside world

which will keep hotels in tune with the race and trends of this competitive

world. This will help motivate the hotels to reach higher standards, to satisfy

and meet the guest’s needs and be one of the most competitive hotel in

Tagaytay.. In spite of the fast growing and very competitive world, they still

manage to stay in their standard but in a step by step growth that made

Tagaytay Country Hotel reached its peak of success.