43
A Hotel & Restaurant Practicum Report On Summit Ridge Hotel Address Km.58, Gen. Aguinaldo Highway Tagaytay city Training Period: From to In partial fulfillment of the requirements for the course BHRM409 : Practicum II for degree in Bachelor of Science in Hotel & Restaurant Management Hotel & Restaurant Management Department College of International Hospitality Management De La Salle University – Dasmariñas Dasmariñas, Cavite Presented to: Anna-Liza Aligada Tibayan Presented by: Polla Rose Almanzor Nico Jose Bayran Kris Manel Cabrera Carmina Fernando Glaine Loquiliano

Summit Ridge

Embed Size (px)

Citation preview

Page 1: Summit Ridge

A Hotel & Restaurant Practicum Report

On

Summit Ridge Hotel Address Km.58, Gen. Aguinaldo Highway Tagaytay city

Training Period: From to

In partial fulfillment of the requirements for the course

BHRM409 : Practicum II

for degree inBachelor of Science in Hotel & Restaurant Management

Hotel & Restaurant Management DepartmentCollege of International Hospitality Management

De La Salle University – DasmariñasDasmariñas, Cavite

Presented to:Anna-Liza Aligada Tibayan

Presented by:Polla Rose Almanzor

Nico Jose Bayran

Kris Manel Cabrera

Carmina Fernando

Glaine Loquiliano

Angelo Ignacio Salva

Date Submitted

October 24, 2011

Page 2: Summit Ridge

TABLE OF CONTENTS

I.INTRODUCTION

4

Name and General Location 5

Objectives/ Institutional Philosophy/Vision, Mission

6

Ownership/ Management

8

Facilities 9

Outstanding Characteristics of the establishments

10

II. HOTEL PHASE:

Front Office Department

11

Housekeeping Department 16

Sales and Marketing Department 21

Accounting Department

23

Human Resource Department

26

Engineering Department

28

Security Department 31

2

Page 3: Summit Ridge

III.CONCLUSION 32

IV. BIBLIOGRAPHY 33

ACKNOWLEDGEMENT

First and foremost, we would like to give thanks to

GOD ALMIGHTY for the wisdom and strength

to finish and make this report possible.

Never to forget our FAMILIES who are very supportive,

Especially in financial, their love and understanding.

3

Page 4: Summit Ridge

I.INTRODUCTION

Summit Ridge is an elegant hotel located in cool-climate region that is Tagaytay. Experience world-class amenities and peaceful interiors, inspired by the quiet charm of nature.Reputable for business and leisure tourists alike, the Summit Ridge Hotel has 108 rooms, a convention center, training rooms, and a host of other facilities, such as a swimming pool facing the picturesque Taal volcano, a gym, a basketball / badminton court, a golf course, and a spa.

Enjoy a meal at the lobby's Annie's restaurant, which offers breakfast buffet, as well as a feast of American delights. To get a breathtaking view of Tagaytay, get a table at the outdoor veranda, and enjoy the crisp breeze while you warm your senses with a delicious cup of hot coffee.

Our warm and inviting guest rooms and two-bedroom suites are done in Asian tropical style equipped with the most modern conveniences to make your stay with us a most enjoyable one.

Summit Ridge Tagaytay gives you the best view of Taal Volcano and lets you experience the coldest spot in Tagaytay City. All of its guest rooms and suites face the panoramic scene of Taal. Summit Ridge Hotel and Promenade features within it several shopping, dining, and recreational facilities which include a swimming pool, a gym, and an indoor badminton/basketball court. Annie’s and C2 is the perfect venue to unwind as guests enjoy local and international cuisine amidst a refreshing ambience. Summit Ridge is also an ideal venue for meetings and banquets with its best-in-class facilities.

4

Page 5: Summit Ridge

Summit Ridge Hotel and Promenade is a property owned and managed by Robinsons Land Corporation under its Hotels Division. Robinsons Land Corporation also owns IHG-managed Crowne Plaza Galleria and Holiday Inn Galleria hotels in the Ortigas business district, and owns and manages Cebu Midtown Hotel, Summit Ridge Tagaytay, and gohotels.ph.

Name and General Location

Summit Ridge Hotel and Promenade is a property owned and

managed by Robinsons Land Corporation under its Hotels Division.

Summit Ridge Tagaytay gives you the best view of Taal Volcano and

lets you experience the coldest spot in Tagaytay City. All of its guest

rooms and suites face the panoramic scene of Taal.

5

Page 6: Summit Ridge

Summit Ridge hotel located at the highest point of Tagaytay City which

boasts of a breathtaking and unobstructed view of one of the

Philippines' most famous scenic attractions-the Taal Volcano. It is 60

kms or 1 hour drive from Manila. Via SLEX, just take the Sta. Rosa exit

and turn right after the tollgates. Drive straight to the Gen. Aguinaldo

Highway until you reach the hotel.

OBJECTIVES/INSTITUTIONAL PHILISOPHY/VISION, MISSION

Summit Ridge Hotel’s Vision:

We will be a driving force, an industry, with each of our

developments, successful and a preferred destination. We will grow, to

be in everyone, where we can create value for our shareholders and

make a positive difference to our customers, employees and business

partners.

Summit Ridge Hotel’s Mission:

We are committed to develop vibrant, delightful, and lasting

commercial spaces, that serves as a catalyst and landscape for new

opportunities and a better life. We are a run by motivated, innovative

and entrepreneurial spirited individuals. Dedicated to serve the ever

changing needs and aspirations of our market.

6

Page 7: Summit Ridge

Robinson’s believes, that with every Filipino, lies a spark of

brilliances, just waiting to illuminate in potentials, we have the capacity

to create ideas that are bigger than we are. We have the ability to

weave and share dreams that give birth to new ones. At Robinson’s,

we achieve greatness by building good things together.

Summit Ridge Hotel’s Objectives and Philosophy:

Summit Ridge Hotel’s general philosophy is “Building good things

together.” The strength of a company, founded on the vision of its

leaders, driven by a team, sharing the same core values, starts with

one man’s dream, and an entrepreneurial spirit. Building good things

better, to make life more meaningful for the Filipino people.

We consistently create innovative and outstanding lifestyle

products and business solutions that revolutionize the way people live

and work. We are the country’s largest Office Landlord, we have the

second largest chain of Shopping malls, our Residential Subdivisions

are nationwide, and our Residential Condominiums are present in the

top central districts.

Growing, with business partners and tenants, who share the

same vision of progress. Listening and taking inspiration from its

customers. Passion to win, Dynamism, Integrity, Courage

7

Page 8: Summit Ridge

Robinsons Land is one of the most respected and recognized

names in the Real Estate Industry. We need to improve these further;

we need everyone to be totally focused in building the Robinsons Land

Brand. We are committed to transform every property to high quality

developments that create superior value to our customers and for our

shareholders. Every Robinsons Land project carries with it, the

reputation of having the highest standards of quality in service. That is

the Robinsons Land Brand.

Ownership and Management

Organizational set-up

The organizational set-up of the Robinsons Land Corporation is

headed by the Board of Directors which is the overall policy-deciding

body of RLC. On an operational basis, policy making is delegated to or

administered by corporate offices:

8

ROBINSONS LAND CORPORATION JG SUMMIT HOLDINGS

UNIVERSAL ROBINA

UNITED INDUSTRIAL

CORPORATION LIMITED

ROBINSONS LAND CEBU

PACIFICDIGITAL

TELECOMMUNICATIONS PHILIPPINES

JG SUMMIT PETROCHEMICAL CORPORATION

ROBINSONS BANK

Page 9: Summit Ridge

Operational Department Marketing Department Research and Development Department Quality Assurance Department Procurement Department Training Department Human Resources Department

Facilities and Services

Summit Ridge Hotel’s facilities and services include the following:

Room Service News Stand

High-speed Internet Mini Bar

Fitness Room Refrigerator

Restaurant Cable / Satellite TV

Parking Connecting Rooms

Swimming pool Wake-up Service

Concierge Meeting Rooms

Bar / Lounge Kitchenette

Banquet Facilities Coffee / Tea Maker

Conference Room(s) Microwave

Safe-Deposit Box Hair Dryer

Security Guard TV

Gymnasium Non-Smoking Rooms

9

Page 10: Summit Ridge

Elevator / Lift Convention Center

24 Hour Reception Free Breakfast

Air Conditioned Housekeeping

Outstanding Characteristics of the establishments

Summit Ridge Hotel gives you the best view of Taal Volcano and

lets you experience the coldest spot in Tagaytay City. Your meetings

matter to us at Summit Ridge. Our training and function rooms are

fully equipped to allow you to flawlessly carry out your seminars,

conferences, and team-building sessions. And if it's a party you're

planning, Summit Ridge is second to none in creating unforgettable

memories, celebrating birthdays, weddings, and other milestone

events in style!

10

Page 11: Summit Ridge

I. HOTEL PHASEFRONT OFFICE DEPARTMENT

1. Organizational Set-up

The Front Office department is headed by the Front Office Manager; under her is the Duty Manager. Telephone Operator, Guest Service Staff and Bellman report to the Front Office Manager and/or the Duty Manager.

Organizational Chart of Front Office Department

2. Operational System & Procedures

RESERVATION

a.) How are reservations handled?

Reservations are handled through personal interaction with the guest

by saying warm greetings to guests and having good approach in

answering the reservation forms or through the website of Summit

Ridge Hotel.

b.) What are the different sources of reservations?

The different sources of reservations are through online reservation,

phone call reservation and through personal reservation.

FRONT OFFICE MANAGER

DUTY MANAGER

TELEPHONE OPERATOR GUEST SERVICE STAFF BELLMAN

Page 12: Summit Ridge

c.) How are tallying or charting of reservations made?

In tallying or charting of reservation they have operating system in the

Front Office that is connected in the Housekeeping Department

wherein they can both see what rooms are occupied, for cleaning, etc

so that they what room they can offer.

d.) What files are kept for reservation purposes?

The files that are kept in Front Office for reservation purposes is the

guests reservation forms.

e.) What are the procedures for accepting/rejecting reservations?

The procedure for accepting/ rejecting reservations is also connected

to the system of the Housekeeping Department, because The H.K

Department records the room that are for cleaning or out of service.

Through that, the F.O can easily identify rooms that are available and

not, so that they know if they can accept or reject reservations.

f.) What codes are used for group, FITs, VIPs etc.?

For all regular guests, they give the name VIP.

g.) What amenities are given to guests especially the VIPs?

They will have extra amenities like shampoo, conditioner, lotion, hand

& bath soap, toothbrush and many more. Sometimes they put a platter

of fruits to their VIPs rooms.

Page 13: Summit Ridge

CHECK-IN

a.) What are the check-in procedures and what are the forms used?

VIP- individual

As regular rule in Front Office, they are greeted upon their arrival with

warm greetings and hospitality; the Account Manager of FO is the one

who assist the needs of VIP as required so that the VIP can have

smooth check-in with no hassle upon his check-in in the hotel.

VIP- group

For VIP Group, the same thing or rule is made just like the VIP

individual, they can also reserve for their rooms ahead of time so that

they can have rooms that they prefer, so that the hotel can also know

what are the courtesies they must be done.

b.) How is pre-registration done?

Pre-registration is done in the front desk; the front desk agent let the

guest fill up the registration form upon their arrival in the hotel. Then

the Front desk clerk checked for room availability then gives the room

keys to the guest afterwards.

c.) How are rooms pre-blocked?

The guests are asked for their room type preference when they make

their reservations and the front desk attendants will block them to

their room preferences.

Page 14: Summit Ridge

CHECK-OUT

a.) What are the check-out procedures and what forms are used?

In checking out, all the staff of the hotel must be inform what time of

the day the guest will be checking out. The FO staffs are arranging

immediately the folio of the guest so that the guest knows the things

they must pay upon their check-out.

b.) What is the check out time for the establishment?

The check-out time of the hotel is twelve noon, but they are allowing

late check outs until two in the afternoon.

c.) What is the house policy on extension of check-out time?

The house policy for extension check-out is as long there is no

incoming guest to occupy the room they let the guest to extend their

time before they check-out.

MAIL & INFORMATION

a. What are the selling techniques uses by the front office personnel?

They sell rooms in the higher floors because it costs higher than 3rd to

sixth floors. They are always telling the guests the advantage of

occupying rooms in higher floors, that they can have the best view of

Taal Volcano.

b. How is job of a bellman and doorman performed? How do they keep track

of arriving and departing guests?

At the entrance of the lobby the bellman and doorman great the guest

and assist them to the front office after that they will load the luggage

of the guest to the cart and take it to the guest rooms.

Page 15: Summit Ridge

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSESMANPOWER Multi-tasking employee they don’t have enough

employee and emergency absent

WORK ATMOSPHERE/INTERPERSO

NAL RELATIONS

They have good relationship with each

otherUSE OF MATERIALS

RESOURCESFACILITIES Complete facilities to

perform the taskSANITATION PROCEDURES

AND PRACTICESCONTROL MEASURES AND

OPERATIONAL PROCEDURES

D. Recommendations / JustificationWe recommend the addition of their employees in front office

department. For a better and good service and it will be easy for them to

accommodate all of their guest and walk-in guest as well. We think they also

should improve their communication skills, because I can say of you are

good in communication especially in hotel. We think this is an advantage to

the hotel itself.

Page 16: Summit Ridge

HOUSEKEEPING DEPARTMENT

A, Organizational Set-up

EXECUTIVE HOUSEKEEPER

COORDINATOR LINEN ATTENDANT

POOL ATTENDANT

PUBLIC AREA

RELIEVER

POWDER GIRL

HOUSEMAN

A.M SHIFT

MID SHIFT

A.M SHIFT

MID SHIFT

GRAVEYARD

GARVEYARD

Page 17: Summit Ridge

B.) Operational System & Procedures

A.) What are the functions and operational procedures of each sections identified in your org. chart of housekeeping department?

Executive Housekeeper Responsible for the cleanliness, maintenance and aesthetic upkeep of

the hotel both front and the back house areas. Coordinator

Coordinator’s function is to check the availability of amenities in the hotel and cleaning chemicals and other supplies of housekeeping

Room Attendant The function of a room attendant is to ensure the cleanliness of room

in their assigned floors and the cleanliness of their hallways. Room attendant is responsible for the cleanliness of the guestroom.

Reliever Reliever is to fill in absent employee or in day-off.

Pool Attendant Pool Attendant responsible for the maintenance and cleanliness of the

pool area

Public Area Public Area conducts regular inspection of the different public areas.

Also checks the quality of cleaning and maintenance and ensures that the area is free of safety hazards. In addition, public area checks if there is anything that needs repair or corrective action.

Housemen and Powder Girl Houseman and Powder Girl these are the staff members (both male

and female) who clean walls, remove trash and recycling, care for floors and clean high, to-reach-areas.

Page 18: Summit Ridge

b.) What are the different types of rooms?

Summit Ridge Hotel consist 108 rooms and has five (5) different types of rooms. First is TWIN CLASSIC which is located at 3rd and 4th floor, KING CLASSIC which is located at the 5th floor, TWO BEDROOM SUITE located at the 6th floor, KING AND TWIN DELUXE located at the 7th and 8th floor, SUMMIT SUITE which is located at the 9th floor of the hotel. There are also disabled rooms which is located at 3rd and 6th floor (room 311 and 606). Standard King has a total number of 37 rooms. Standard twin has a total of 53 rooms. Apartelle has a total of 18 rooms.

c.) What are the activity of floor supervisors and room attendants assigned to the floors? How is room inspection conducted? How is the report prepared?

The floor supervisors are the one who inspect the room that are to be sold and they checked the cleanliness and orderliness of every floors.

The activities of the room attendants are: every morning they do the actual room checking, clean the hallways, clean the rooms, re-touch, M.U.R (make up rooms)

Every room attendants have a report paper that indicates the daily room status of all rooms. And after they finish their work they will write all the things that they do that day.

d.) What supplies are found in the floor service station? Chemicals(Emerel) Cleaning supplies( total washroom cleaner, dishwashing liquid) Air fresheners & shine up

e.) How is communication maintained with the front office for new arrivals and departures?

The communication is maintained with the front office regarding new arrivals and departures through the computer system that the hotel has, wherein front office and housekeeping are connected with each other. And through using forms such as expected check-in lists and expected check-out.

Page 19: Summit Ridge

g.) How does laundry section function? Describe the activities in the laundry section.

The Summit ridge Hotel has no laundry section, because they have laundry provider which is the Diamond Laundry and Bigger Choice.

h.) What are the public areas? How is the cleanliness of these public areas

maintained?

In Front and Back of the house (Lobby, corridors, public rest

rooms, halls, elevators, banquet rooms, meeting rooms, locker

rooms and offices) cleanliness are maintained by doing

inspection of the public area officer and they have the

respective schedule for cleaning the areas. More thorough

cleaning of the public area is done during an early morning shift

that starts at 4am or 5am defending on the category of hotels

and areas to be cleaned or during the night shift or graveyard

shift. The housekeeping department has round-the-clock

responsibility for keeping the public spaces, spotlessly clean

and in good repair

i.) How are guests’ complaints/requests handled?

If the guest have any request or complains the room attendant

will address the problem or request to the department that will

do the job.

j.) What are the different forms used and describe their functions?

Room status slip – an information given by the housekeeping

staff to the front office regarding the status of a certain room.

Page 20: Summit Ridge

Pre-operational check – a form used for checking equipment

based on standards

Room checklist – a form used for checking amenities and other

assigned areas based on standards

Room attendant’s report – a report given by the housekeeping

staff indicating the daily room status of all rooms.

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSESMANPOWER They have hard working

employees to do the entire task.

They don’t have enough Room attendants for the

hotel rooms. And the head of the department

don’t distribute the people well.

WORK ATMOSPHERE/INTERPERSO

NAL RELATIONS

They work as a team and have good working

relationship with each other

There employees don’t have that close bond on

each other

USE OF MATERIALS RESOURCES

They can’t properly supervise the inflow and

outflow of supplies.FACILITIES They improvises They don’t have enough

facilities to perform the task

SANITATION PROCEDURES AND PRACTICES

When they do dirty work they sanitize their hand

before and after.

They don’t have enough reminders on sanitation.

CONTROL MEASURES AND OPERATIONAL PROCEDURES

D. Recommendations / Justification

We think they should have hired additional employee for the

housekeeping department to have a faster and quality service for the guest

Page 21: Summit Ridge

and they should know how to distribute their manpower because it is one of

the problem in this department.

SALES & MARKETING DEPARTMENT

A, Organizational Set-up

B. Operational System & ProceduresDescribe in details, the operational procedures

a. What are the functions of each sections identified in your org. chart of S & M department?

As the Director of Sales & Marketing you will have to give the direction to the daily operations of your sales

Page 22: Summit Ridge

department. In this position your duties will be to focus on your company’s strategic goals as the departmental in charge. You will be responsible to report to the Company President /CEO.

A sales secretary is someone who provides clerical duties for a sales team. Sales secretaries file reports, type invoices, forward phone calls, reply to emails and handle customer inquiries. Occasionally, they will assist in making a sale, or follow up with clients to make sure the product or service sold has been delivered as promised.

Sales executives sell their company’s goods and services. Their customers may be businesses, governmental organizations or individuals. Their role is to approach potential customers with the aim of winning new business. Many sales executives are also responsible for making repeat sales to their employer’s existing customers.

b. What sales techniques are used by marketing/account executive during sales calls?

They up sell rooms that have higher value to the guest. They also tell the guest if there is any discount or promo that is going on the hotel.

c. How FIT sales, group sales, and convention sales are are handled?

They gave sales package for group travelers and guest that will stay longer in the hotels.

d. What are the marketing aids/promotional gimmicks used? A web-site that is designed or created for the hotel,

allows the customer or the client to read and view all information needed about the hotel. They also print logos to all their amenities. They also used brochures to promote the hotel.

e. How do they advertise the establishment? They advertise the establishment through online

website, TV ads, Newspaper ads, brochures and tarpaulins

C. Analysis (identify strengths and weaknesses)

Page 23: Summit Ridge

ANALYSIS STRENGTHS WEAKNESSESMANPOWER They have enough employee

and multi-tasking peopleEmergency absent

WORK ATMOSPHERE/INTERPERSON

AL RELATIONS

Have good working condition to each other

USE OF MATERIALS RESOURCESFACILITIES Complete facilities Not enough space, the close

is so crowdedSANITATION PROCEDURES

AND PRACTICESCONTROL MEASURES AND

OPERATIONAL PROCEDURES

D. Recommendations / JustificationWe would recommend that they must have a bigger office. When

we are in there office it is quite small for them. I also want to add to clean

their office regularly.

ACCOUNTING DEPARTMENT

A. Organizational Set-up

B.) Operational System & Procedures

a.) What are the functions of each sections identified in your org. chart of accounting department?

Chief Accountant

General Accountant Income Audit Account Payable/ Accounting Staff

Page 24: Summit Ridge

Chief Accountant Head of Department which is responsible on his department for performing the analytical works, decision making, reviewed and approved based on report of each section. Also performs the Revenue and Expense report and Prepares the Budget plan & Capital fulfillment plan.

General Accountant Generates the Balance sheet/Profit and loses, initially performs the Financial Statement and Identify the types of assets and create assets in master data and performs GL accounts, JV entry and make necessary correction.

Income Audit Fetches the sales data using Guest Folio, Segmentation, copy of contract and other form needed. Fetches the daily sales of restaurant using receipt then check their income. Randomly checks the hard copy sales data versus on master data system. Perform the checking of CPOV/Safekeeping/Card Verification, Authorization, and Incidental deposit. Prepare income audit finding for the transaction unrecognized and unnecessary. Prepare Income Sales Report.

Account Payable /Accounting Staff Receives the PO, invoices and other supporting documents from MCD/other department and from suppliers. Verifies that invoice is inputted by Purchasing/other department. Prepares working papers and request for payment. Input the data on master system for recognized the expense. Responsible to transmittal the document in head office for check preparation and release. Monitor the payables with corresponding action for due accounts. Perform the billing advice on tenant or suppliers. Set up a new utilities account on master data.

b.) What is the working relationship between the FO cashiers and the auditors?

FO cashiers who input the income and expense of the guest/ function on which the Income Audit randomly check the data for finalized the report

c.) How do cashiers manage conversion of currency and safe deposit boxes?

Cashier Officer & Income Audit check every day the FO cashiers report or Daily Cashiers Report including the cash/credit accounts when deposit on safety boxes. Income Audit will perform the findings.

Page 25: Summit Ridge

d.) How room and restaurant charges posted to guest folios? FO are responsible to post the final charges on master data (system),

so restaurant need to surrender the charge slip or receipt sign by the guest or the approved signor (for event) to recognized the charges. Sales Coordinator input the initial charges for the function or event of a contract which already recognized of FO.

e.) What are the different forms used and describe their functions? Accounts Payable

o Request for Payment = to recognized the SOA, invoices of said payable

o Goods Receipt Form = generated form from master data where goods is recognized.

o Vendor Accounts Form = to set up new utilities account

o General Accounting= journal Voucher Form for the necessary adjustment

o Income Audit-Audit Findings Form = for transaction unrecognized

and unnecessary.

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSESMANPOWER They have enough employee

and multi-tasking peopleEmergency absent

WORK ATMOSPHERE/INTERPERSON

AL RELATIONS

Have a harmonious relationship with each other

USE OF MATERIALS RESOURCESFACILITIES Complete facilities Not enough space

SANITATION PROCEDURES AND PRACTICES

CONTROL MEASURES AND OPERATIONAL PROCEDURES

D. Recommendations / JustificationWe recommend the department to have a bigger office and have a

reliever every time there is any absent in the employee, because if there

have a bigger office it will make their work better and they can move easily.

Page 26: Summit Ridge

HUMAN RESOURCE DEPARTMENT

A, Organizational Set-up

B. Operational System & Procedures Describe in details, the operational procedures

Page 27: Summit Ridge

a. What are the functions of each sections identified in your org. chart of HRD department?

Human Resource Manager is the one who approves the final appointments.

A human resource secretary is responsible for assisting human resources directors and managers. 

The Training Manager is in charge of handling the training programs of the newly hired employee and assisting the trainees from different schools and institution to their work place.

Responsible for external & internal recruitment Calculates employees' salaries, compensation, and

tax withholding… Administrates employees' paperwork, monitors

attendance… Maintains good relations with Labor Unions Ensures employees' safety and working conditions

b. What tests are given? They give written exam and interview to their

applicants.

c. Who approves final appointments? The human resources manager is the one who

approve the final appointment.

d. What are the policies on the following: tardiness, absences, schedule transfers, identification, removal of hotel properties, employee rating, employee meals, etc…

If the hotel employee is late he or she should still accomplish the 8 yrs of work. The employee wages depend on if he or she is hired by the company or agency. And for the employees meal they sign on logbook to check the amount to be deducted to their salary.

e. What are the company policies on wages? Job description and specification? Fringe Benefits? Motivational Schemes? Incentive Schemes?

Page 28: Summit Ridge

Every 15 days they will have their wages and they will have incentive if the hotel exceeded the quota for the guest. If they work on holidays there is no double payment but they can have under time next week or it depends on how you will use it.

C. Analysis (identify strengths and weaknesses)ANALYSIS STRENGTHS WEAKNESSESMANPOWER They have enough employee

and multi-tasking peopleThey just accept employee

even it is not needed, Emergency absent

WORK ATMOSPHERE/INTERPERSON

AL RELATIONS

they have a friendly relations among the employees

USE OF MATERIALS RESOURCESFACILITIES Complete facilities

SANITATION PROCEDURES AND PRACTICES

CONTROL MEASURES AND OPERATIONAL PROCEDURES

D. Recommendations / JustificationThe HR Department employees should handle student trainees the

same treatment as their co-worker, as well as to have good training etiquette

for the employees towards the student trainees.

ENGINEERING DEPARTMENT A, Organizational Set-up

Page 29: Summit Ridge

B. Operational System & ProceduresDescribe in details, the operational procedures

a. What are the functions operational procedures of each section

identified in your org. chart of engineering department? The maintenance of the building, rooms, Audio visual

regards to the facilities of the hotels.

b. What are the responsibilities of the department? They maintain the facilities of the hotels in good

working conditioned.

c. What is the difference between a preventive maintenance program, and emergency maintenance? How do they handle these two maintenance programs?

Preventive Maintenance is maintenance you perform on the hotel before a problem exists. Preventive maintenance consists of cleaning, inspecting, lubricating, adjusting and servicing the place. And Emergency Maintenance – Maintenance and / or repairs required when you least expect it due to component, system or mechanical failure

d. How is coordination done with the different departments on

repairs and maintenance?

They have radio and telephone coordination.

Page 30: Summit Ridge

For major repairs all managers will have a meeting

about the problem. And for minor repairs they don’t

have any meeting to that.

e. How are guest complaints on defective equipment, furniture

or fixtures acted on?

The guest complains will go to the front office and

housekeeping and after they have the complete details

about the problem they will address it to the

engineering department.

After the complain are address to them, they go to the

place to check and repair the defective equipment and

after they fixed it they report to the department that it’s

already fixed.

f. What are the different forms used and describe their

functions?

The activities of the engineering department are all

base and recorded on their Logbook.

C. Analysis (identify strengths and weaknesses)

Page 31: Summit Ridge

ANALYSIS STRENGTHS WEAKNESSESMANPOWER They have multi-tasking

employeeLack of man power, imagine 9 floors with 18 rooms each,

then workers are only six.WORK

ATMOSPHERE/INTERPERSONAL RELATIONS

Fluent work performance, they stated that if you see your job easy, nothing is

hard for them.USE OF MATERIALS

RESOURCESthe hotel is under Robinsons land and corporation, so if we need our materials we

must make PR request and it will go directly to the main

office at Ortigas to be approved then it will be

delivered here in our hotel

 It takes 2-3 months before it arrives here in our hotel so if

we need it as soon as possible we have to order it

in advance.

FACILITIES We have our heat pump for the water supply of the entire hotel; we have

generators that can load 100% of electricity for the

entire hotel. Complete facilities

SANITATION PROCEDURES AND PRACTICES

CONTROL MEASURES AND OPERATIONAL PROCEDURES

engineering head controls the work atmosphere of his

workers well

The hotel is on its development stage so they

don’t have yet control measures.

D. Recommendations / Justification

They need to work out the number of their manpower, six

individuals/workers is obviously insufficient for the entire hotel.

Page 32: Summit Ridge

SECURITY DEPARTMENTB. Operational System & Procedures

Describe in details, the operational procedures

a. What are the functions operational procedures of each section identified in your org. chart of security department?

They monitor and identify hazard problem. They report to the superior if they identified any hazard

problem that can harm people.b. What are the responsibilities of the department

The responsibility of this department is to ensure the safety and security of the people and premises.

Protects the life and property of hotel Loss prevention & Accident Prevention

c. What different security measures are employed to ensure adequate protection of life and property?

Make a recommendation to the management about any hazard notice.

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSESMANPOWER They have enough people

We have 4 relieverEmergency leave of employee on duty

WORK ATMOSPHERE/INTERPERSON

AL RELATIONS

They have good relationship but they also have a

boundary or limitation to thatUSE OF MATERIALS

RESOURCESThe Summit ridge hotel

security provider are the one who gave their resources

and suppliesFACILITIES They have complete facilities

to secure the placeconfidential

SANITATION PROCEDURES AND PRACTICES

CONTROL MEASURES AND OPERATIONAL PROCEDURES

We are having 2 assemblies, one at day time and at noon,

security head makes sure that guards are complete in uniforms and ready to work. 

The security head leaves at 6pm so he cannot be able to monitor night shift guards.

D. Recommendations / JustificationThey have to hire a night shift security head to monitor guards at

their shifts at night, because maybe some of the guards might be

Page 33: Summit Ridge

sleeping on the rest of their working hours. Also to avoid security

guards lousiness at night.

 III.CONCLUSION

 This report is focused on the overall performance of the hotel. The research

also aimed to identify how each department contributes ideas for the sake of

good service to their guest. And after doing the report we discovered that

every department is very important in a establishment especially in a hotel.

Like housekeeping department, we all know that housekeeping department

can be considered the glue that keeps everything together. Without a strong

housekeeping staff, guests wouldn't have clean rooms to check in or return

to.

 

Every department has their own responsibility. And one of their responsibility

is to know how many employees and how to choose the right employee.

Hiring the right employee is a challenging process. Hiring the wrong

employee is expensive, costly to your work environment, and time

consuming. Hiring the right employee, on the other hand, pays you back in

employee productivity, a successful employment relationship, and a positive

impact on your total work environment.

 

The group concluded that giving a “good service” to the guest is the most

important one. Because always remember that they are the one who is

Page 34: Summit Ridge

paying our service so we should pay them back by giving them our best

when it comes to good service.

IV. BIBLIOGRAPHY

http://www.summitridgehotel.com/

http://www.ehow.com/about_6697531_job-description-hr-

secretary.html

http://www.jobduties.org/director-of-sales-marketing-

duties.html