White Book Casilan

7/25/2019 White Book Casilan

1/31

Leyte Normal University

Tacloban City

College of Management and Entrepreneurship

NARRATIE RE!"RT IN #"TEL MANA$EMENT

!RACTICUM IN%CAM!U&

'uly () * August +,- (.,/

In !artial 0ulfillment of the Course Re1uirements in !racticum ,.,2 #otel Management

!racticum In*Campus

0or a degree in 3achelor of &cience in #otel and Restaurant Management

&ubmitted by2

Michael N4 Casilan

BSHRM 4-3

&ubmitted to2

Mrs4 Candice !onferrada % Aguilos

LNU House Manager


2/31

TA3LE "0 C"NTENT&

I4 #ouse Code of 5iscipline

II4 Rules 6 Regulations of the #otelIII4 !racticum &tudent7s $uidelines

Personal Appearance and Grooming

General Department

I4 5uties and Responsibilities

Student Resident !!icer

"#ecuti$e House%eeper

&ront Des% 'ler%

&ront !!ice 'as(ier

!!icer o! t(e Da)

Pu*lic Area Attendant

Room Attendant

Linen and Laundr) Attendant

Houseman

Grounds Maintenance 're+

4 Narrative of 8or9 E:perience

I4 Conclusion

,no+ledge and S%ills Gained

Suggestion to mpro$e Practicum

II4 5ocumentation

III4 5aily Time Record

I;4 !racticum !erformance Evaluation

INT"5UCTI"N

As a re.uirement !or t(e course Bac(elor o! Science in Hospitalit) Management Ma/or inHotel and Restaurant Management0 students o! t(e Le)te Normal Uni$ersit) are re.uired to ta%e

t(eir n-1(e-2o* 1raining in a (otel to compl) +it( t(e prescri*ed standards t(e course

curriculum (as set !or t(e (otel practicumers


3/31

n-1(e-2o* 1raining is t(e actual +or% e#perience a student undergoes to !urt(er

en(ance and de$eloped t(eir s%ills *) actuall) doing t(e +or% and per!orming it as a +or%er to

t(e compan) or esta*lis(ment and contri*utes to its success 1(e training is muc( de!ined as t(e

trans!er o! t(e re.uired s%ills and %no+ledge usuall) o! a super$isor to t(e student trainee or

apprentice t(roug( demonstration0 o*ser$ation and (ands-on learning

1(e aim o! t(e n-1(e-2o* 1raining is to ac.uire %no+ledge and de$elop t(e s%ills o! t(e

student a*out t(e (ouse%eeping procedure in a (otel0 t(e largest +or% !orce t(e esta*lis(ment

(as

Being in line +it( t(e (ospitalit) industr) course0 +or% !ields suc( as (otel sta!!s or

+or%ers t(at t(e students ma) land as t(eir /o* in t(e !uture0 (a$ing (otel training0 en(ances and

*uilds t(e students %no+ledge and s%ills as to +(at t(e real +orld o! (ospitalit) industr) is all

a*out "ducation and t(eories learned !rom sc(ool is !urt(er deepening +it( t(e (elp o! t(e n-

1(e-2o* training Students per!ormed +(at t(e) learned !rom t(eir instructors and appl) it +it(in

t(e +or% en$ironment under normal +or%ing conditions 21 trains t(e student (o+ to per!orm

t(eir /o*s as a +or%er o! t(e (otel and ac.uire t(e needed s%ills and applies it to t(eir !uture

+or%

3RIE0 #I&T"R

elcomes t(e guests and pro$ides in!ormation ser$ices &ront Des% 'ler% is re.uired to

*e pro!essional0 (ands-on and $er) pleasant0 e$en in t(e e$ent o! ad$ersit) Has an outgoingpersonalit) and a smile to t(eir !aces at all times

5uties and Responsibilities

Be on time !or )our s(i!t

Ac%no+ledge and greet e$er)one +(o enters and lea$es t(e (otel

premises Maintains e)e contact +(en addressing e#ternal and internal guests

Handle guest c(ec%-ins and c(ec%-outs appropriatel)

>eri!ies guest registration0 in!ormation and ta%e an) !urt(er in!ormation

re.uired0 suc( as identi!ication and period o! sta) and ta%e cas( or process

credit cards perate (otel s+itc(*oard0 ta%e calls and pro$ide in!ormation

Manage accurate accounting o! all rooms

1a%e reser$ations o$er t(e telep(one0 t(roug( emails and in person

Ans+er .ueries regarding t(e (otel7s ser$ices0 c(arges0 dining !acilities0

sports !acilities and tra$el directions 'ontact (ouse%eeping and maintenance department s +(en a pro*lem is

reported "#plain appropriate use o! %e)s and ensure t(at guests are satis!ied +it(

t(e rooms allotted to t(em


16/31

0ront "ffice Cashier =0"C>

&ront o!!ice cas(ier assumes responsi*ilit) !or an) cas( used in processing !ront des%

transactions Hes(e normall) entails ans+ering guest in.uiries regarding !ees and ser$ices 1(e

!ront des% cas(ier also per!orms a $ariet) o! *an%ing ser$ices !or guests0 suc( as c(ec% cas(ing

and !oreign currenc) e#c(ange


*tains t(e *an% (ouse and %eeps it *alance

'ompletes ca(ier !ree-s(i!t suppl) c(ec%list

Post all guests c(arges suc( as long distance telep(one0 laundr)0

restaurant to t(e guest !olio

Post cas( and c(ec%s recei$ed in t(e mail !or t(e ad$ance pa)ment to t(eroom reser$ation deposit control account and trans!er t(e account to t(e

Accounts Recei$a*le t(roug( General 'as(ier0 i! necessar)

'lari!ies customers .uestion or concerns a*out t(e c(arges on t(eir *ills

Maintains ade.uate supplies o! outlet stationar) ca(iers

Assist +it( distri*ution o! mont( end reports as directed *) accounts or

!ront o!!ice manager '(ec% and !ollo+ up on all *ills on (old

Disperses guest record upon c(ec%-out

Balances department totals at t(e close o! t(e s(i!t

Balances cas( at t(e close o! t(e s(i!t

Manages sa!e deposit *o#es


17/31

"fficer of the 5ay ="5>


Maintains a time log *oo% o! all emplo)ees +it(in t(e department

Distri*utes and coordinates all documentation pertaining to sta!!

e$aluations

"sta*lis( and maintains a .ualit) electronic emplo)ee records s)stem o!

personnel !iles containing applications materials0 o!!icial transcripts0

licensure0 documentation0 and ot(er related data

Maintains0 updates0 and distri*utes "mplo)ee Hand*oo%

Monitors policies and procedures and o$ersee resolution o! se#ual

(arassment in$ol$ing emplo)ees0 and +or%er7s compensation issues

!ublic Area Attendant =!A>

1(e Pu*lic Area Attendant is responsi*le !or maintaining (ig( standards in all assigned

lo**) areas0 pu*lic restrooms0 special cleaning assignments and per!orming room attendant

duties as necessar) Pu*lic area attendant also promotes a positi$e image o! t(e propert) to

guests and must *e pleasant0 (onest0 and !riendl) and s(ould also *e a*le to address guest re.uest

and pro*lems


'leans rooms0 (all+a)s and restrooms

'leans and maintains restaurants and *an.uet (alls

Polis(es !urniture and !i#tures

,eeps t(e !ront o! t(e (otel !ree !rom dust7s and tras(es

as(es +alls and ceilings0 mo$es and arranges !urniture7s and !i#tures0

and turn mattresses

Responsi*le !or maintaining a time sc(edule !or cleaning o! t(e areas

Ran errands !or t(e teac(ers


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Room Attendant =RA>

Per!orms duties in cleaning and ser$icing o! guest rooms and *at(s under super$ision o!

(ouse%eeping super$isor


"nters and prepares t(e room !or cleaning

Assem*les and ma%es up t(e *ed

Dusts t(e room and !urniture

Replenis(es amenities according to t(e operational standards

'leans t(e *at(room and closet

>acuums and rac%s t(e carpet

'(ec%s and secures t(e rooms

Aut(ori?es to enter t(e guestrooms !or cleaning and pro$iding turndo+n

ser$ices as per re.uirement

Laundry and Linen =LLA>

1(e role o! t(is position is to ta%e in$entor) and control mo$ement o! soiled0 damaged

and ne+l) +as(ed linens


Sort7s items0 counts and record num*er o! items soiled

"#amines laundered items to ensure cleanliness and ser$icea*ilit)

ssues linens

'ounts and record linen !or re.uisition

Periodic in$entories o! linens

"nsure t(at t(e linens neatl) and s)stematicall) arranged and stoc%ed

Recei$es0 sorts and dou*le c(ec% conditions o! all linen0 records all

outgoing and incoming !rom t(e laundr) t(oroug(l) *e!ore storing and

issuing

#ouseman =#M>


Assist in cleaning o! (otel !or opening


19/31


20/31

and mopped t(e !loor0 polis(ed t(e !loor !rom 3 rdto :nd!loor and 'ollecting tras(es !rom t(e

House%eeping department M) partner and cleaned and maintained t(e lo**) and entrance

door and common areas +it(in t(e LNU (ouse also assisted t(e House%eeping sta!!

regarding +it( laundr) remo$al

M) second position +as Ground Maintenance 're+ ;GM'= started to dut) on August : to

C and as a ground maintenance cre+ 1(e time +as : o7cloc% in t(e a!ternoon up to 5

o7cloc% in t(e e$ening as%ed m) classmates +(o +ere alread) !inis(ed on +(at t(e

responsi*ilities o! a ground maintenance cre+ are and +(at to do !irst "$er)da) m) partner

and clean !irst t(e t+o com!ort rooms in t(e ground !loor0 S+eeping and mopping t(e !loor

and sometimes applied +a# on t(e !loor and polis(ed it0 +atering t(e plants outside and also

collecting t(e tras(es in t(e tras( *in at t(e !acult) room and com!ort rooms '(anging

curtains and co$ers o! so!a is also our responsi*le t7s .uite tiring *ut en/o)ed and lo$ed

m) +or% 1(ese are t(e responsi*ilities o! a ground maintenance cre+ t(at s(ould do

M) t(ird position +as Room Attendant ;RA= !rom August F up to 5 starting !rom F o

7cloc% in t(e morning up to : o7cloc% in t(e a!ternoon As room attendant +e +ere t(e one

per!ormed duties in cleaning and preparing t(e rooms '(ec%ing t(e lig(ts0 tele$isions and

aircons inside t(e rooms i! t(e) are still !unctioning Attending guest re.uest !or room

ser$ice and gi$e t(e *est possi*le ser$ices to t(em e also clean t(e president7s room e$er)

morning

Ne#t position +as Ground Maintenance 're+ m) dut) is !rom F o7cloc% in t(e morning

until : o7cloc% in t(e a!ternoon and t(at +as !rom August to 4 Since alread)

e#perienced t(is position it7s eas) !or me to appl) all t(e t(ings 7$e learned !rom t(e !irst

da) o! m) dut) and m) partner maintained t(e cleanliness o! t(e ground +aters t(e plants0

clean and empt) t(e tras(es in t(e tras( *ins in t(e !acult) rooms and com!ort rooms But

suddenl) +(ile +or%ed 7$e reali?ed t(at it7s not enoug( to +or%ed and done +(at dut)

and tas% assigned to )ou (at7s important is )our +illingness to e#tend )our (elp to ot(er

co-praticumers inside t(e (otel at times t(at t(e) needed sta!! e$en t(oug( it7s not )our dut)

1(is +ill (elp to *uild a good relations(ip to ot(ers

M) !ourt( position +as Laundr) and Linen Attendant ;LLA= starting !rom August C to 8

!rom F o7cloc% in t(e morning up to : o7cloc% in t(e a!ternoon e read t(e endorsement


21/31

*oo% on +(at did t(e last s(i!t (ad endorse to us0 +(ile t(e room attendant collected all t(e

soiled linens !rom di!!erent rooms in LNU (ouse and guest (ouse +e started to +as(ed t(e

soiled linens0 a!ter t(at +e ironed t(e remaining and !inis(ed clean linens e ta%e some rest

*ecause it7s too man) soiled linens t(at +as collected and ga$e to us A!ter +e !inis(ed

ironed t(e linens0 +e did t(e in$entor) !or t(e linens and control t(e mo$ement o! soiled0

damaged and ne+l) +as(ed linens e also issued linens0 sorts7 items and t(en counted and

recorded num*er o! items soiled ur +or% *ecame easier and !aster *ecause o! t(e (elp o!

t(e +as(ing mac(ine A!ter +e +as(ed t(e soiled linens +e did ensure t(at t(e linens are

neatl) and s)stematicall) arranged and stoc%ed e did recei$es sorts o! and dou*le c(ec%

t(e conditions o! all linens0 records all outgoing and incoming !rom t(e laundr) t(oroug(l)

*e!ore storing issuing e also listed t(e t(ings t(at t(e) need to done and endorse t(e

remaining soiled linens to t(e a!ternoon s(i!ters and most especiall) maintained t(e

cleanliness and orderliness o! t(e House%eeping Department

1(e ne#t position t(at assigned to me +as &ront Des% 'ler% ;&D'= !rom August starting

!rom 5 o7cloc% in t(e e$ening up to F o7cloc% in t(e morning !rom August :5 to :3 1(is

+as m) !irst time to *e assigned in t(e gra$e)ard s(i!t did +elcome guest and pro$ided

in!ormation ser$ices regarding a*out t(e LNU (ouse (andled telep(one calls li%e

reser$ations !rom di!!erent people re.uired *eing pro!essional0 (ands on and $er) pleasant

all t(e time Ha$e an outgoing personalit) and a smile to t(eir !aces all t(e times

encountered +al% in guest +it( di!!erent personalit) and attitudes *ut t(an%s god all t(e

guest t(at (andled in !ront des% e$en in t(e p(one calls are satis!ied to +(at 7$e done to

also updated t(e '(ec% n and '(ec% ut log *oo% and endorsement *oo% also

prepare t(e registration !orm0 guest !olio0 t(e c(ec%-in and c(ec%-out slip Also update t(e

dail) guest list and issued t(eir respecti$e %e)s 1a%e endorsement up to t(e ne#t s(i!t

1(e Most c(allenging position t(at +as assigned to me +as Student Resident !!icer

;SR= at t(e same time as &ront !!ice 'as(ier ;&'= starting August :4 up to :< !rom F

o7cloc% in t(e morning up to F o7cloc% in t(e e$ening Be!ore t(e da) *ecame SR and

&' alread) as%ed t(e ot(er and o*ser$ed t(em t(e duties and responsi*ilities o! t(e t+o

positions t(at +as assigned to me so t(at (ad an idea and prepared to do +(en t(e time

came !or me to do t(e tas% Being SR is a *ig responsi*ilit) *ecause 7m t(e o$erall in


22/31

c(arge in t(e operation o! t(e (otel n t(is position alread) did decision ma%ing and

planning li%e t(e reser$ation t(at +as done *et+een t(e !ront des% cler% and t(e P'L 1(e)

alread) no s(o+ *ut t(e !ollo+ing da) t(e) came (ere at LNU (ouse and arguing and insist

to us to get t(eir reser$ation t(at +as made : +ee%s ago So decided toget(er +it( t(e (elp

o! t(e !ront des% cler% to accommodate t(em and tell t(em t(at t(e) are alread) +al% in

guest e#plained to t(em properl) +(at +as done a*out t(eir reser$ation and resol$ing t(at

guest complain 1(en a!ter t(at t(at7s t(e time assigned regular duties and special duties

!or t(e sta!! under me (en t(e transaction (appened in t(e !ront des% regarding on room

sales as &ront !!ice 'as(ier prepared t(e o!!icial and temporar) receipt !or t(e guest0

updating t(e cas( *oo% also c(ec% t(e and !ollo+ up on *ills on (old0 manage sa!e deposit

*o#es0 and all t(e transactions regarding mone) and sales 7m t(e one +(o7s in c(arge o!

t(at Student Resident !!icer toget(er +it( t(e &ront !!ice 'as(ier are t(e one +(o

prepared t(e cas( count : dail) remittances and transmittal *e!ore remitting t(e mone)

to t(e Nig(t Manager Sir Leo mamalin

M) second to t(e last position +as Room Attendant ;RA= M) dut) +as !rom August :8-30

F o7cloc% in t(e morning up to : o7cloc% in t(e a!ternoon As a room attendant +e +ere t(e

ones +(o per!ormed duties in cleaning and ser$icing o! t(e guest rooms and *at(s under t(e

super$ision o! t(e (ouse%eeping super$isor 1(e room c(ec%ed start in 3 o7cloc% in t(e

a!ternoon e did t(e room ma%e up and entered and prepared room !or cleaning0 clean t(e

com!ort room0 put amenities and arranged t(e t(ings in order Assem*led and made up t(e

*ed and preparing e#tra *eds !or t(e guests i! t(e) re.uested !or t(at n t(is da) +ere too

*us) in preparing t(e rooms *ecause all t(e rooms are occupied later e also c(ec%ed t(e

aircon0 lig(ts and tele$ision i! t(e) still in good condition and !unctioning +ell As a Room

Attendant +e also did t(e re.uest o! t(e guest *) pro$iding t(e *est possi*le .ualit) ser$ices

t(at +e (a$e n t(is da) +e encountered lots o! guest and toget(er t(at +e onl) (a$e !e+

sta!! All t(e sta!! are re.uired to do multi tas%ing special t(e Pu*lic Attendant0 Ground

Maintenance 're+ and Houseman so t(at +e can easil) done t(e +or%ed t(at +as assigned

to us and (elped t(e ot(ers most especiall) in t(e House%eeping Department

M) last position t(at +as assigned to me +as &ront !!ice 'as(ier ;&'= starting !rom F

o7cloc% in t(e morning up to : o7cloc% in t(e a!ternoon !rom Septem*er up to 4 7m


23/31

alread) !amiliar in t(e process and +or% in t(e &ront des% al+a)s update t(e cas( *oo%

and issued temporar) and o!!icial receipt And dou*le c(ec% t(e receipts 'lari!ied

customers .uestions and concerns a*out t(e c(arges on t(eir *ills Disperses guest record

upon c(ec% out 1(en sa) t(at en/o) all t(e positions t(at +ere gi$en to me to c(allenge

m)sel! in t(e (ospitalit) industr) in t(e near !uture

II4 C"NCLU&I"N

I4 @no?ledge $ained

Based on m) +or%ed e#perienced in e$er) position t(at (a$e !or t(e past mont(

learned man) t(ings on m) dut) t(at in times o! decision ma%ing )ou s(ould t(in%

and responsi*le !or all t(e decisions and actions )ou +ere done "#tending (elp to

ot(ers and do multi tas%ing in times o! s(ort sta!! and ga$e t(e *est possi*le ser$ices

to guest 7d learned also (o+ to properl) (andle t(e correct procedure in recei$ing

and (andling guest reser$ation Ho+ to communicate +ell +it( guest

II4 &uggestions

suggest t(at LNU (ouse needs ne+l) e.uipment materials !or cleaning li%e trolle)s0

+as(ing mac(ines so t(at it can easil) accommodate soiled linens needed to +as(


24/31

'omputeri?ed process in t(e !ront des% so t(at it lessens t(e time in +riting and ma%e

t(e +or% !ast especiall) in t(e transactions0 reser$ations0 and registrations

III4 5"CUMENTATI"N


25/31

I4 5AIL< TIME REC"R5 =5TR>


26/31

4 EALUATI"N


27/31

Leyte Normal University

College of Management and Entrepreneurship

#RMT#RM 5epartment

Practical "#am in n-'ampus Practicum

Name@ MIC#AEL N4CA&ILAN Period o! Practicum@ ,&T &EME&TER (.,/

'ourse0 Iear and Section@ 3RM B*+ Score@ 1otal A$erage@

A4 0R"NT "00ICE

Score Guide@

/2ery #igh Competent capa*le o! per!orming s%ill at all timesB2#ighly Competent capa*le o! per!orming s%ills most o! all times

+2Moderate Incompetent

(2Incompetent not capa*le o! per!orming s%ill in !e+ cases

,2ery incompetentnot capa*le o! per!orming s%ills at all times

, ( + B /

,4 !articipate in ?or9place communication4

*tain and con$e) +or%place in!ormation : 'omplete +or%-related documents

3 Participate in a +or%place meeting and discussions

(4 8or9 in a team environment4

: Descri*e (is(er role in a team

:: Descri*e t(e importance o! team

+4 !ractice career professionalism4

3 ntegrate personal o*/ecti$es +it( organi?ational goals

3: Set and meet +or% o*/ecti$es

B4 5evelop and update industry 9no?ledge

4 denti!) and access %e) sources o! in!ormation on t(e

industr)

4: Update continuousl) rele$ant industr) %no+ledge

/4 "bserve ?or9place hygiene procedures4

C Practice personal grooming and ()giene

D4 !erforms ?or9place safety practices4

F Practice +or%place sa!et) and ()giene

F: Respond appropriatel) to !aults0 pro*lems and


28/31

emergenc)

4 Receive and process reservation process4


29/31

Score Guide@

/2 ery #ighly Competent capa*le o! per!orming s%ill at all times

B2#ighly Competent capa*le o! per!orming s%ills most o! all times

+2 Moderately Incompetent

(2 Incompetent not capa*le o! per!orming s%ill in !e+ cases,2ery incompetent not capa*le o! per!orming s%ills at all times

, ( + B /

,4 !rovide #ouse9eeping &ervice to guests4

denti!) and per!orm di!!erent (ouse%eeping

ser$ices

: &ollo+ t(e correct procedure in (andling

(ouse%eeping re.uests

(4 !repare rooms for guests4

: Set up e.uipment and trolle) properl)

:: denti!) t(e correct c(emicals0 e.uipment and

procedure !or cleaning t(e room

:3 &ollo+ing correct procedure in accessing

rooms !or ser$ices

:4 &ollo+ing correct procedure in cleaning room

:C &ollo+ing correct procedure in ma%ing up

*eds

:F &ollo+ correct procedure in cleaning and

storing trolle)s and e.uipments

+4 !rovide valet butler service4

3 &ollo+ t(e enterprise procedure and standards

in presenting guest rooms

3: Proper coordination to ensure optimum

pri$ac)0 securit) and con!identiall) o! all guests

33 "nsure proper (andling o! guest7s propert)


30/31

AC@N"8LE5$EMENT

7m $er) proud to t(an%!ul0 !irst to our God t(at (e ne$er lea$es me0 inspite o! m) trials and

o*stacles in li!e to pass *) He al+a)s t(ere !or me to support all m) needs and +ant especiall)

to m) studies He is $er) !ait(!ul to (elp me He al+a)s t(ere !or me0 to guide me0 to protect me0

to ma%e me sa!e0 and He gi$es me strengt( to o$ercomes all m) trials and pro*lem.

1o our *elo$ed teac(er as +ell as t(e LNU (ouse Manager Mrs 'andice Pon!errada-Aguilos

t(an% )ou !or )our guiding and training !or us t(roug( all t(e +a)0 and !or all t(e %no+ledge t(at

)ou7$e (ad *een s(ared to us

1o m) co-practicumers0 t(an% )ou !or t(e time t(at +e (ad s(ared +it( eac( ot(er in good and

*ad times 1(an% )ou !or t(e +onder!ul e#perienced +e (a$e (ere at LNU (ouse Iou made m)

practicum da)s meaning!ul


31/31

Most especiall) to m) *elo$ed parents0 to m) mot(er +(o is in (ea$en0 all t(e sacri!ices t(at )ou

ga$e to me t(an% )ou0 to m) !at(er +(o supports me all t(e time !inanciall) and unconditional

lo$ed M) deepest gratitude and appreciation !or *eing +it( me all t(roug( t(e +a) !rom t(e

$er) *eginning 1(an% )ou

Documents

White Book Casilan