1 INTRODUCTION

It is nestled in the heartland of Tagaytay where whiff of cool maintain 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, and to your shopping spree. Come and experience Tagaytay Country Hotel grandeur of natured 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 Paranaque, with 68 rooms. The hotel is rated as Standard Hotel by the DOT and 4 star hotel rate by the Philippines Travel and Tours Inc., for its amenities and services. Tagaytay Country Hotel is managed by Ms. Erwin Lizarondo(Resident Manager). Tagaytay City is considered as the second summer capital of the country next to Baguio City because of its crisp and cool whether climate, balmy winds and foggy mists all year around. 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 splendor of TAGAYTAY COUNTRY HOTEL. It should always include a visit to the Volcano Islands enumerable side spots. Tagaytay City, located 2,500 feet above sea level, enjoys a cool climate characterized by a relatively low temperature, low humanity and abundant rainfall. Average temperature is 22.7 degrees Celsius. Tagaytay Country Hotel offers 68 elegantly designated guest rooms and function rooms with complete amenities and facilities that can accommodates 500-800 persons.

2 History: Tagaytay Country Hotel was owned by the Olivarez Family, Dr. R. Olivarez, the president, Ms. Evangeline Olivarez-Ilas, the General Manager, 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 changed to Tagaytay Country Hotel in the year 2002. The hotel has superior rooms, 11 deluxe rooms, 20 studios, 1 suite and several function rooms, including the 350 El Caviteo ballrooms. All rooms are equipped with cable TV, mini bar, hot and cold summer, NDD/IDD telephone and individual air containing. 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 total of 72 elegant designated guest rooms with complete amenities and facilities. The hotel has a total of seven function rooms, while the amphitheater can accommodate 800 persons. El Caviteo ballrooms 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 person, the smaller function rooms are also flexible for large group size.

MISSION AND 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.

3 a. Name and General Location Tagaytay Country Hotel, Olivarez Plaza, E. Aguinaldo Hi-way, Tagaytay City, Philippines Tel. Nos.: + 63 (046) 413-3310, + 63 (046)413-3097, Fax: (02) 888-5784

Email: tagaytaycountry@yahoo.com, info@tagaytaycountryhotel.com

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. McDonalds 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 has a short cut at the back side leading toTagaytay Highlands. this place is also near a jeep and van terminal, a few blocks away, across the street the plaza is also a bus stop going to Silang, Dasma and Carmona.

4 b. Objective / Hotels Philosophy 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. c. Ownership/ Management Tagaytay Country Hotel is Operated by the Olivarez Group of Company and owned by former Mayor Pablo Olivarez of Paraaque, and it is managed by Ms. Evangeline Olivarez Ilas (General Manager). d. Organizational 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

5 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. GENERAL MANAGER (Evangeline Olivarez Ilas), 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. OIC SECURITY (Rex Villena)Liable in the safety of the Hotel and other facilities which is also handles of the hotel. RESIDENT MANAGER - (Erwin V. Lizarondo) - 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. SALES & MARKETING MANAGER (Sergio R. Tianzon III) - 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. HUMAN RESOURCES MANAGER (Marvin Tepora) - 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. HEAD, ACCOUNTING (Emma Reyes) - She is responsible for the Accounting Department and its functions. Some of the duties include; cash management, financial reporting, and creating budgets.

6 Establish and enforce appropriate financial policies and procedures, plan and forecast balance sheet and cash flow and create budget and re-forecasting. ACCOUNT EXECUTIVE (Reymond Alano) liable in Hotels Expenses, cash management, financial reporting, and creating budgets. HEAD, FRONT OFFICE (Gina R. Giron) coordinates reservations and room assignments, as well as train and direct the hotel's front desk staff. Ensure that guests are treated courteously, complaints and problems are resolved, and requests for special services are carried out. She often has authorization to adjust charges posted on a customers bill. EXECUTIVE HOUSEKEEPER (Lalaine Libo- on) - Ensures that guest rooms, meeting and banquet rooms, and public areas are clean, orderly, and well maintained. She also train, schedule, and supervise the work of housekeepers; inspect rooms; and order cleaning supplies. EXECUTIVE CHEF (Alfredo Maraan) He 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. He may cook selected items or for select occasions. He also may oversee special catering events and may also offer culinary instruction and/or demonstrate culinary techniques and 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.

7 SPECIALIST MNGT. I.T. (Steele Buenaventura) - Liable in Computer System and all items which is related to I.T. Management. HEAD, GARDENER (Percilla Gabac) Focusing and Carrying all the Garden and liable in gardening tools. HEAD, JANITOR (Marilyn Maliwaliw) Carrying the facilities outside the hotel. Maintaining the cleanliness of hotel facilities.

Executive housekeeper (Lalaine Libo- on) - Ensures that guest rooms, meeting and banquet rooms, and public areas are clean, orderly, and well maintained. She also train, schedule, and supervise the work of housekeepers; inspect rooms; and order cleaning supplies. Guest Relation Assistant (Sir Chito) He is 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:

8 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 (Remy) She is 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. She has a 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 (Ms. Amy) She is 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. She is also responsible in receiving, controlling, storing and issuing all linen; ensuring that the correct stock levels of linen are maintained at all times. Laundry Attendant (Margarita) 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.

9 FOOD AND BEVERAGE Organization Chart

EXECUTIVE CHEF (Alfredo Maraan) He 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. He may cook selected items or for select occasions. He also may oversee special catering events and may also offer culinary instruction and/or demonstrate culinary techniques and directly supervises kitchen personnel with responsibility for hiring, discipline, performance reviews and initiating pay increases. Typically reports to a food service director. Sous Chef (Carlito Malimban) The term "sous" comes from French, and it means "under." A sous chef ranks directly below the executive chef. He is directly in charge ofday 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. He also Supervising the kitchen staff, Preparing and cooking meals to order, Demonstrating cooking techniques and proper equipment usage to the kitchen staff, Some menu planning, and Some ordering of food and kitchen supplies.

10 Assistant Cooks (Sherwin Barreto) He 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. Regular Steward (Ryan Mendoza) Regular helper in the kitchen. Cooks food, platting, washing dishes. On- call Steward (Bryan Regaspi) Visible every function day only. Cooks food, platting, washing dishes.

Captain Waiter (Joefe Osma) 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

11 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. 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 mens 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, caf 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,

12 1 suite room, deluxe room a regular type of room. At this floor the hotel extension that is located outside the hotel where 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 divided 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. e. Facilities Sports Facilities: Tennis Court Badminton Court Swimming Pool Open Basketball Court Indoor Basketball Court Billiard and Table Tennis Dart

13 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 flexible of group size.

f.

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

14 Detector, Phone Lines and Clothes Lines. Economy Rooms are designed for large group of guest which 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.

Restaurants Experience Country Food and desserts in a cozy countryside ambiance here at Country Caf it serves sumptuous International and native serving a combination of different types of cuisine, which

15 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).

Caf Amadeo A right place where 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 thefollowing facilities to its guests.

16 DISCUSSION OF FINDING/ ANALYSIS/ RECOMMENDATION: a. Areas of Concern Department: 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 along 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.

1. Organization Structure & Operation System/Procedure Executive Housekeeper - Executive housekeepers Supervises and is responsible for the cleanliness, order and appearance of the hotel rooms and public areas. She 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.

17 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.

18 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 which 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 Has a 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 seats dining table with chairs, Kitchenette, bar counter with two stools and utensils. Superior Rooms Has a One (1) Bedroom Suite, Double bed, Wardrobe, Night tables with lamps (2), Side tables, Painting, Bathroom shower. Suite Room Two (2) Bedroom Suites, Double bed, Queen-sized bed, Closet space to each bedroom, Bedside rugs (2) Living area with love seat, Coffee table, Center rug, four seat dining table with chairs, Painting, One bathroom with bath and shower Deluxe Suite Two (2) Bedroom Suites, Double bed, Closet space in each room, Bedside tables with lamps per room (2), Bedside rug to each bed, Two seat dining table with chairs.

19

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 furnitures 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

20 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 MachineIt 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,

21 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 microfiber cloth, Toilet bowl- washes the toilet inside and out. Wash the inside with a mop and the outside surface with a damp cloth treated with a sanitizer and a disinfectant.

Standard cleaning procedure Place room bays 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 boys 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 ELSafe. 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 for 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

22 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 theorem 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

23 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

24 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 customers 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 coordinates orders with food or liquors to ensure best price, quality and availability. He 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. Heals 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 managers 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 encounters guest complaints like the service, food, equipments etc He must execute investigation and resolve customer complains immediately to satisfy guest needs.

25 AREAS OF FOOD AND BEVEAGE DEPARTMENT The different areas covered by the food and beverage department are the dining 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 is 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 its located inside a hotel. But even though it has higher price it has complete facilities for the guest need .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 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 10am to 06:00 pm throughout the week. On Sundays the front office department handles reservations. It comes directly under the supervisors of the duty managers.

26 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 another 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, caf de Paris and lemon butter sauce, bakepotato, 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 guests 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/Maam? 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 waiters suggestions on what to order that will enable them to enjoy a fine meal ate modest cost. If the guest is dieting, the waiter should be able to suggest some dishes because guests welcome suggestions on food do not have many calories.

27 Table Set-Ups

In Tagaytay Country Caf, they dont 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.

28 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. 2. Facilities and equipment: Room Facilities and Features: Mini Bar, Living Room Area, Kitchenette, Cable TV, Individual Airconditioning, Telephone connection to the front desk for NDD/ICC calls Hot/Cold Shower, Smoke Detectors, and Phone Lines.

Hotel Facilities and Amenities: 68 Elegant Guest Room Spacious Function Rooms for Conferences, Seminars and Meetings, Country Caf, 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.

29 F&B EQUIPMENT It includes: 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. 3. 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. 4. Communication 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 and room assignments. 5. 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 portrays good image to their fellow worker.

30 6. 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. 7. 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 Caf 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 8. 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. b. 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 caf, 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.

31 Employee The strength of the employees hear in Tagaytay Country Hotel is there team work that makes their 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 practicum 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. c. 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 doesnt come back. Management

32 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 many services beyond the required job description more so assigned us to areas like a dicer in a supermarket.

d. 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 guests needs and demands. They should also pose mission and vision at the front office. Employee In recruiting hotel personnel candidates 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.

33 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 hotels 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 My hypothesis was that being a crew/staff of Tagaytay country hotel organization comes with great responsibilities, I think the training I did went smoothly and I had no problems.

I therefore conclude that Tagaytay Country Hotel being one of the hotel chains in Tagaytay is setting standards that other establishments can follow. Its 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 guests 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.

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BIBLIOGRAPHY
http://tagaytaycountryhotel.com/index.html http://tagaytaycountryhotel.com/html/aboutus.html http://tagaytaycountryhotel.com/html/facilities/facilities.html http://tagaytaycountryhotel.com/html/rooms/hotelrooms.html http://tagaytaycountryhotel.com/html/restaurants.html http://tagaytaycountryhotel.com/html/services.html

Mr. Marvin Tepora (HR) for: History, Introduction, Mission & vision

35 APPENDICES Hotel Facilities

Hotel Front View

Parking Area

36

Entrance Hall

Front Office / Reception Area

37

Hallway

Room accommodation

Economy Room

38

Superior Room

Deluxe Room

39

Suite Room

Dinning

40 Country Caf

Function Rooms

Ballroom

Banquet Room

41

Conference Room

Convention Center

42 Other Facilities

Kitchen Room and Stoves

43

Laundry Room

Linen Room

44

Swimming pool

Kubo/ Country Restaurant