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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.

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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 Caviteño

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 Caviteño 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.

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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.

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b. Objective / Hotel’s 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 Parañaque, and it is managed by Ms. Evangeline Olivarez

Ilas (General Manager).

d. Organizational Chart

DUTIES AND RESPONSIBILITIES

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Managers are responsible for keeping their establishments efficient and profitable. In a small

establishment with a limited staff, the manager may oversee all aspects of operations. However, large

hotels may employ many of workers, and the general manager usually is aided by a number of assistant

managers assigned to the various departments of the operation. In hotels of every size, managerial

duties vary significantly by job title.

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.

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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.

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 Hotel’s 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 customer’s 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

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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.

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.

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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:

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.

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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

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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.

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

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

knowledgeable about the various soft drinks, wines and spirits that the establishment offers, as well as

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

customers. Taking and Serving Meal Orders, One of the waiter's main duties is taking and delivering food

orders. The waiter must be able to discuss the daily specials as well as the restaurant's regular menu

items. A waiter should be extremely familiar with the entire menu, including which entrees come with

side dishes. Continued Service After the meal has been delivered, the waiter pays attention to the needs

of the table, re-filling drinks, taking away soiled dishes and offering napkins or other amenities offered

by the establishment. Delivering the Check and Accepting Payment, The waiter totals the guest check

and takes it to the customer. He also accepts payment when it is not done by a cashier and must be

aware of the accepted forms of payment. Waiters usually receive a tip of 18 percent to 20 percent of the

total check. Whatever the tip may be, the waiter should accept it graciously.

LAYOUTS

Basement

The basement has 18 economy rooms with double decks. The economy rooms features Cable

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

to Front Desk for NDD/IDD, Living Room Area (Studio Deluxe Rooms), Hot / Cold Shower, Smoke

Detector, Phone Lines and Clothes Lines.

The basement also has a billiard hall and videoke area with comfortable sala-set for

entertainment. In this floor there are two public comfort rooms separating the ladies and men’s comfort

rooms, It features four shower areas and four toilet cubicles for each comfort room. In this floor the

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

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Ground Floor

The ground floor has the main entrance were you will first find the front desk. In this floor the

kitchen, café restaurant, accounting office, resident managers office front desk office and sale marketing

office The Ground floor also features superior rooms, deluxe room a studio type with a living room area,

1 suite room, deluxe room a regular type of room. At this floor the hotel extension that is located

outside the hotel 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

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• Indoor Basketball Court

• Billiard and Table Tennis

• Dart

Business Facilities

Convention Center

This is suited for convention purposes or big events (theater type). It can accommodate 800 to

1,000 persons.

El Caviteno Ballroom

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

birthdays, baptismal and wedding receptions. El Caviteno Ballroom can be divided into three

function rooms that are Kawit, Imus, and Rosario. Kawit, Imus, and Rosario these three small

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

Calabarzon

Can also be divided into three smaller function rooms that is Cavite, Laguna and

Batangas. Calabarzon can be flexible in set-ups of up to 150 persons. Smaller function rooms are

also for 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

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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.

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Restaurants

Experience Country Food and desserts in a cozy countryside ambiance here at Country Café it

serves sumptuous International and native serving a combination of different types of cuisine, which

expresses both light snacks and complete meals that will surely satisfy guest needs. Its operational hours

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

Café Amadeo

A right place 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.

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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

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procedures as applicable to their position. He works closely with the general manager’s on day to day

housekeeping requirements and prepares the annual housekeeping budget and submits it to the general

manager.

Check all public areas against checklist and see that they meet the standard of cleanliness stipulated and

remove furniture, fixtures and curtains, which require repairs, mending, spotting, washing etc. Prepare a

schedule for the cleanliness crew and trains all new recruits. Account for furniture movement & inspect

staff turnout and floors and Assign duties to floor housemen and room attendants. Inspects staffs

turnout. Operational Aspects of Tagaytay Country Hotel Check all safety systems on the allocated floor

and Trains room attendants and house- men for maximum productivity and standards, records lost and

found items as per laid down norms.

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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

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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.

The housekeeping department has the responsibility for only daily and periodic cleaning of the

guest rooms and public areas. Consequently, the department has in case then and furnishing carpets

and furniture’s beds and beddings and sometimes laundry work the guest and other department.

In all its work the aims of housekeeping departments is to maintain standard which are constant which

good housekeeping practice and which are reflected through to satisfy guest. Among other aspects of

hotel life, comfortable guestroom an efficient provision of serviced are assessed by guest who can do

influence potential customers. The reputation of the residential establishment also depends upon the

efficiency and loyalty of staff.

Process of Bed Making

The first thing a room attendant do before making a bed is collecting all trash and rubbish,

remove it and empty them into the trash receptacle bag on the cart or trolley. Take the trash receptacle

into the bathroom for cleaning. Collecting all ashtrays in smoking area if it is provided in the rooms

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

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receptacles, and then replace all ashtrays and receptacles. Bring clean linen and any other supplies

needed to service the room. Shake all bed linen carefully when stripping the bed, guest to leave article

and valuables in and under the bed in pillow cases. Notify the floor supervisor and follow the lost- and –

found procedures for any item left behind by the guest. Check mattresses and box strings for soiled and

torn spots. Report damages and notify the floor supervisors. Any bed in need of replacement are

immediately replaced and reported so the order of work could continue efficiently. Fresh linen should

be replaced on every bed that was used or turned down the night before. Place any reject linen in the

reject linen bag and list it

in the report sheets then placed it in the linen locker. Tucking in the top at the head of the bed with a

mitered corner the bottom sheet should also be tucked in on both sides of the bed but necessarily at the

foot. The blanket should be placed at the top of the second sheet, nine inches from the head of the bed.

When the blankets are properly on the bed, the top sheet and blanket should now be tucked in together

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

Different Cleaning Supplies

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

Upholstery and maintain cleanliness and avoid dust in room and other hotel areas, Scrubbing Machine-

It is used for scrubbing floor and polishes them and it is very convenient to. Use and speed to finish work

and manpower is less required and efficiency in cleaning and drying floors in extremely high, Iron Box- It

is used for ironing clothes of guests and as well as of the staff, Washing Machine- It is used for washing

clothes of the guests and staff and also for express laundry delivery it is used for, Scrubber- These are

used for scrubbing floor and remove stains and later squeezed and mopping is done, Squeezer- It is used

to remove excess water and direct towards gutter /trap and helps in mopping floors, Mop Stick- It is

used to mop floor with the remaining water after scrubbing and squeezing. It helps in drying floor faster

as it spreads water.

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Cleaning Process

Mirror- rinses it with hot water and dries it with a micro fiber cloth; Lampshades- brush it and wipe it

with a damp cloth, Shower stalls-use all purpose cleaner and dry cloth, Bath floor- sweep with broom,

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

with a micro fiber cloth, Tubs- scrub with an all-purpose cleaner, rinse and dry with a 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 bay’s cart in front of the door of the room for cleaning. Knock the door twice & identify self

of staling “housekeeping” or “room boy” 5-10 seconds. Unlock the door using the duplicate key & gently

open the door. Leave the door wide open. Record on the room boy’s report the actual time that you

start to clean. Switch on necessary lights for cleaning. Draw the blinds or curtains and open the windows

to air-out. Turn off unnecessary lights, Television and Air conditioner. Etc. Check the condition of

Television, radio, air conditioner, telephone, refrigerator, hairdryer and bidet. Turn-on every lights to

check switches and busted lights. Check for broken and missing items. Check the 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.

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Make up the bed with duvet set up and bedcover set up. Complete the guest supplies, compendium

inserts and mini bar items. Close windows. Arrange curtains/roman shades. Make a final sweeping and

wiping of floors using a damp cloth. Check the over-all appearance of the room. Inform the Executive

Housekeeper or the Supervisor about the status of the room for inspection. Take a last look for final

touches and spray air freshener.

Linen and Laundry

The different function of linen and laundry area is delivering laundry items for house guest or in

house occupants. Washing drying, guest laundries as well as linens used in banquet maintenance for

fixtures and facilities. They maintain and make sure that the linens are in good shape and without

damage. The laundry and linen area also follows the standard operating procedures in their service to

not disappoint the customers.

Communication with the Front Office

The communication through the housekeeping and front office is by computers and telephones

they also communicate through walky-talky. The housekeeping supervisor is the one responsible to

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

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

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Telephone will be answered by a waiter in courteous manner and process the guest's order

according to the menu card, the waiter will then describe the selection of food & beverage in the menu

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

Preparation methods. Communicate with guest and take their order including any special

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

with the guest's original order; delivery of items to the guestroom will be delivered by a Room Service

Servers in a timely manner to ensure proper food quality; properly and accurately close guest checks;

record guest charges. Anticipate guest needs, ascertain satisfaction, and offer suggestions, and respond

urgently and appropriately to guest concerns and requests. Coordinate amenity deliver by ensuring that

all requests are received, filed, ordered from kitchen and delivered in a prompt and accurate fashion.

Table Set-up

The guest rooms are provided with tables and chairs for the guest use. The guest are free to set their

own table according to set-up they are pleased. Utensils, napkins and plates are all provided by the

hotel.

FOOD & BEVRERAGE DEPARTMENT

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Food and Beverage Department is responsible to give the customer satisfaction regarding the

food taste and quality service to all customers. It is the responsibility of the food and beverage

department is responsible to give the customer satisfaction regarding the food taste and quality services

The food and beverage personnel are responsible to respond to the demands of their customers. They

see to it that customers receive good and courteous service at all times, they must maintain good

working relationship with fellow staff and customers. The food and beverage department attends to the

customer’s queries and requirement. It must be done courteously and efficiently establish standards. All

beverages and food must be in good taste and of quality service to ensure customers satisfaction.

F&B Manager

The food and beverage manager is responsible for the daily operations of the restaurant and

other establishment. The managers also train all employees to ensure all products are prepared,

handled, stored well with consistency and to maintain standard recopies. He 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

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consistently. He encounters guest complaints like the service, food, equipments etc… He must execute

investigation and resolve customer complains immediately to satisfy guest needs.

AREAS OF FOOD AND BEVEAGE DEPARTMENT

The different areas covered by the food and beverage department are the 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

it’s 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

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the front office department handles reservations. It comes directly under the supervisors of the duty

managers.

Menu - The menu serves local and international cuisine. Tagaytay Country Hotel offers wide

range of meals, starting with breakfast set like continental breakfast, American breakfast, Country

breakfast, Ala Carte breakfast 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, café 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 guest’s habits, preferences and dislikes and

learn to anticipate such habits. Greet the guest by his name and the proper time of the day. Check

briefly the amount of the check before handling it to the guests. Ask a guest who seems to be waiting:

“Would you care for a drink Sir/Ma’am?” A guest in a hurry must be given a speedy service. A few

friendly words may help a lonely guest enjoy his meal better. Some guest cannot understand the menu

so the waiter should explain to them and possible show how it is being prepared. If it is evident that the

guest is budgeting, he will request for the waiter’s suggestions on what to order that will enable them to

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enjoy a fine meal ate modest cost. If the guest is dieting, the waiter should be able to suggest some

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

Table Set-Ups

In Tagaytay Country Café, they don’t have any permanent table setting but due to different types of

cuisine, they manage to set up in what type of food they serve.

Plates and Bowls

Dinner plates should be placed approximately 2 inches from the table's edge, centered on the

placemat or squarely in front of each chair. Soup bowls are placed on top of the dinner plate. Salad

plates are placed to the left of and just above the forks. The bread plate should be placed to the right

and slightly above the salad plate. When serving multiple courses, many hosts will opt to serve them in

courses and place only one or the other dish at the original table setting. For example, if soup will be

served first, the soup bowl will be placed on top of the dinner plate and the salad dish will be brought

out after the soup bowl and spoon has been cleared.

Silverware

Silverware should be placed on the table in the order it will be used; silverware that will be used first

should be found on the farthest left and right sides of the plate. Forks are placed to the left of the dinner

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plate; knives and spoons go to the right. Knives should be placed with their cutting-edge toward the

dinner plate, except the butter knife which should be laid flat on a bread plate. Utensils should be about

1/2-inch away from the plate or each other, and they should also be lined up evenly from their bottoms.

Avoid placing more silverware than the meal calls for. Dessert silverware can be originally placed at the

table setting if you wish. The dessert fork or spoon should be centered above and parallel to the dinner

plate. If you will be serving dishes that require specialty silverware, be sure to arrange the silverware on

either side of the plate according to the order in which they will be eaten.

Cups and Glasses

Water glasses should be placed above the dinner knife, with other drinking glasses arranged neatly

nearby the water glass. Often drinking glasses are arranged in a triangular formation. Coffee cups and

saucers may be placed on the table to the right of the knife and spoon.

Other Items

Napkins are commonly placed on the plate, to the left of the forks or inside of a drinking glass. Name

cards are always a good idea for place settings, if the dinner party is large. Place the card above the

dessert utensil, to the left of the drinking glasses.

2. Facilities and equipment:

Room Facilities and Features: Mini Bar, Living Room Area, Kitchenette, Cable TV, Individual Air-

conditioning, Telephone connection to the front desk for NDD/ICC calls Hot/Cold Shower, Smoke

Detectors, and Phone Lines.

Hotel Facilities and Amenities: 68 Elegant Guest Room Spacious Function Rooms for Conferences,

Seminars and Meetings, Country Café, 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.

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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

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respective working areas and to impress guests. All department heads portrays good image to their

fellow worker.

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 Café has its own centralized

air-conditioned to make the whole area breezy for the customer. The complete lights and decoration of

whole hotel area creates a pleasant appearance of the entire hotel. In the addition of the harmonious

music that makes the place more relaxing

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

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hospitable and friendly to all guests. They have different facilities that will meet the needs of the guest

such as swimming pool with Jacuzzi, country café, La Costa spa, laundry service, supermarket, spacious

car park, four indoor badminton courts, tennis and basketball court, and business center like convention

center, amphitheater and spacious function rooms for conferences, seminars and meetings.

Employee

The strength of the employees hear in Tagaytay Country Hotel is there team work that makes

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

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Due to lack of qualified personnel or less trained staff the hotel work gets over delayed and

customers receive unsatisfactory service, which create a bad impression about the hotel in the guests’

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

Management

The managements need more power to implement a task that needs to be done over his/her

employees. The management had established a very close relationship that caused over familiarity

between employer and employees.

Practicumer

As a practicumer we were equipped and prepared for this training program, but the

management depended and required too 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 guest’s needs and demands. They should also

pose mission and vision at the front office.

Employee

In recruiting hotel personnel candidate’s qualifications and experiences should be taken into

account. As far as the existing personnel, regular training must be provided. Substitution between the

new and the existing personnel can be a good option in order to provide satisfactory service to the guest

needs.

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Management

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

constructions are concern. The works of the maintenance will be done in just a short period of time to

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

The establishment should also hire high standard quality workers with the right training and knowledge

of his/her job.

Practicumer

Every practicumer should be given proper orientation and training about the establishment.

They must be informed about the hotel’s background, strengths and weaknesses in order to respond

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

working, well trained, and have passion for work.

CONCLUSION

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. It’s essential to be aware of the changes taking place in

the outside world which will keep hotels in tune with the race and trends of this competitive world. This

will help motivate the hotels to reach higher standards, to satisfy and meet the guest’s needs and be

one of the most competitive hotel in Tagaytay.. In spite of the fast growing and very competitive world,

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

Tagaytay Country Hotel reached its peak of success.

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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

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APPENDICES

Hotel Facilities

Hotel Front View

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Parking Area

Entrance Hall

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Front Office / Reception Area

Hallway

Room accommodation

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Economy Room

Superior Room

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Deluxe Room

Suite Room

Dinning

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Country Café

Function Rooms

Ballroom

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Banquet Room

Conference Room

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Convention Center

Other Facilities

Kitchen Room and Stoves

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Laundry Room

Linen Room

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Swimming pool

Kubo/ Country Restaurant