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College Of International Hospitality Management


Hotel Practicum Report


Ayala Centre, Makati City
Metro Manila, Philippines

In Partial Fulfillments of the course

Bachelor of Science in Hotel and Restaurant Management
Presented to the Faculty of the
College of International Hospitality Management






Table of Contents

Acknowledgement i
Introduction ii
Name of the Hotel iii
Recommendation Letter iv
Acceptance Letter v
Practicum Report
I. Company Profile
a. Mission, Vision and Philosophy
b. History
c. Location
d. Hotel Amenities
e. Hotel Facilities
f. Dinning Overview
g. Branches
II. Standard Operating Procedure
IIA. Front Office Department
Aa. 21 day advance Purchase Process
Ab. Alerts And Traces
Ac.Amenity Delivery
Ad.Anebity Request Process
Ae.Mileage Program
Af.Back up files
Ag. Call Charges Manual Posting
Ah.Issuance of In house Courtesy car pass
Ai.Handling Front Office cash Shortage
Aj.Guest profile collection
Ak.Gift certificate
A.l.Group Blocking
Am.Handling Guest Complaint
An.Lobby Greeter Escorting Newly Checked in guest
Ao. Lobby Greeter Escorting Checked out guest
Ap.Amenities for Compensation
Aq.Rush Room Process
Ar. Service Request
IIB. Restaurant Outlet (BASIX)

III. Organizational Chart of the Hotel

IV.Organizational Chart of the Department
V. Duties & Responsibilities
VI. SWOT Analysis
VII. Conclusion
VIII Recommendation
Most Unforgettable Experience
Best Learning Experience
Problem Encountered
a. Hotel
b. Facilities and Amenities
c. Whole body, Solo picture wearing uniform
e. Pictures while on duty
f. Picture with the Supervisor and Manager/
HRD Training Manager with co-practicumer
a. Training Schedule
b. Weekly Report
c. Performance Evaluation
d. Training Certificate
e. Brochures and Calling Card

I would like to acknowledge the contributions of the following persons/individuals to the

development of my paper/project:

My classmates and Friends

Who’s been there supporting me; every time that I got questions about our paper, I

always ask for their advise.

My mom and dad

Who’s always giving me my allowance, for me to be able to go to my practicum site.

To our Practicum Coordinator, Miss. Cecillia Ruby Gutierrez

Who’s been there guiding, supporting and encouraging us to the extent that she, herself
go with

us, gives us a map if she can’t accompany us. it is also because of her efforts that all of us have a

practicum sites,

And lastly to the ONE who give us the strength to keep moving,

God, because of his guidance we were able to finished our hotel Practicum safely.

The most or the biggest trial that we (fourth year students, taking up the course

Hospitality Management) must engage/ must encounter is the “Hotel practicum” or the so called

“OJT” for five hundred to Five Fifty hours. Because, on this stage we would use all of the things

we learned inside of the school, whether it’s from minor or major subjects. From Personality to

Front Office management.

Applying in a Hotel is one of the biggest part of the “trial”, ‘cause from this stage you

would start to feel the competition, from the height, from the appearance of oneself and mostly

from a school. It is indeed very hard, especially if you are from those schools that are so called

“low profile”. But luckily for us, we manage (w/the help of our practicum coordinator) to be part

of a hotel establishment whether it’s a five or whatever star it is.

As for me, I got into a five Star Hotel, the Dusit Thani Hotel, Manila, I finished my five

hundred hours smoothly, we did encounter some obstacles inside but it didn’t become such a

bother, and because of this stage I learned personally that things didn’t go according to plan, and

One of the most important character a student must have either she or he would be applying for

Restaurant or Hotel Practicum is Patience, because everything needs time, we could not demand

them for faster acceptance; and also we have to make a choice and stick to it and face the

consequences along with it.

Philosophy, Vision and Mission


We were founded on a vision to create a unique experience for our guests.


To be the most valued hotel brand in the world to our partners and to our guests.


In the early 1900s, King Rama VI envisaged a model utopia, a ‘town in heaven’ he called Dusit

Thani. It is the inspiration for all we do.

Dusit History
In 1948, Thanpuying Chanut Piyaoui made a dream come true when she founded Dusit
International and built her first "Princess" hotel on Bangkok's New Road in Thailand. Today, the
Dusit name is world-famous for its incomparable standard of excellence in the hospitality
industry and incorporates five distinctive brands: Dusit Thani Hotels & Resorts; Dusit's second
generation DusitD2 Hotels and Resorts; Dusit Princess Hotels & Resorts; Dusit Devarana Hotels
& Resorts, and Dusit Residence Serviced Apartments.

Royal Concept

Dusit Thani can truly be called "fit for a king." It was the vision of King Rama VI of Thailand in
1918 that inspired the Dusit concept of impeccable hospitality. "Dusit Thani" was the King's
description of his vision."Dusit" is the mythological name for a level of heaven, and "Thani"
means town. The King's "town in heaven" was the ideal choice of name for the Bangkok-based
flagship hotel, which was officially opened in 1970. Fittingly, a statue of King Rama VI stands
across the way from the hotel.


Recognizing the trend toward resort travel, in 1987 Dusit International acquired a property in
Pattaya and undertook an important renovation that resulted in the Dusit Thani Pattaya resort. A
second resort project was the Dusit Thani Laguna Phuket, a beach resort in Phuket. In 1989, the
company's deluxe Dusit Resort and Polo Club was opened and was subsequently renamed the
Dusit Thani Hua Hin. The Royal Princess Chiang Mai and the Dusit Island Resort Chiang Rai
were part of the company's resorts focus in 1991.


Under the Dusit Thani Hotels & Resorts brand umbrella, in 1995 the company acquired the Hotel
Nikko Manila, which underwent an extensive renovation before being renamed the Dusit Thani
Manila in 2008.

Second Generation

In 2006, Dusit Thani Hotels & Resorts introduced a brand extension, DusitD2 Hotels & Resorts,
a second-generation concept that combines traditions and trends. DusitD2 Chiang Mai was
launched in 2006 and DusitD2 Baraquda Pattaya came in 2009.

The Dusit Princess Hotels & Resorts brand was introduced to provide affordable first-class
accommodations. The boutique-style Royal Princess Larn Luang was the first such hotel to be
opened in Bangkok, in 1989. The first Princess resort project, the Dusit Princess Koh Chang was
opened in 2008.


In 2007, the company formed a joint venture with Bird Hospitality Services, a subsidiary of the
Bird Group of India, a hospitality technology company. The first joint venture hotel is the Dusit
Devarana New Delhi set to open in 2010. The first Dusit D2 Hotels & Resorts project outside
Thailand, the DusitD2 New Delhi, is scheduled for a 2011 launch.

Middle East

Dusit International has also expanded to the Middle East. The Dusit Thani Dubai was opened in
2001 in the United Arab Emirates. The company launched its Dusit Residence Serviced
Apartments in 2007, with the opening of the Pearl Coast Premier Hotel Apartments in Dubai. In
2008, the Dusit Residence Dubai Marina was added. The first Dusit Princess property outside
Thailand is the Dusit Princess City Center in Dubai.

Situated amongst skyscrapers of Makati, the country’s premiere financial district, Dusit Thani
Manila sits on the lap of luxurious sights and sprawling urban hubs that offer reliable access to
city splendors, historic sites, meeting and convention centers. The hotel is within walking
distance to shopping and entertainment complex, and the Metro Rail Transit (MRT) station.
Within Ayala Center and close proximity to the Philippine Stock Exchange, Ayala Museum,
Greenbelt (Lifestyle Center), and Santuario de San Antonio Church.

• Ninoy Aquino International Airport - 8 km

• Metro Rail Transit: Ayala Station - 0.25 km
• SM Makati (Shopping Center) – 0.10 km
• Glorietta Mall – 0.25 km
• Greenbelt (Lifestyle Center) – 0.5 km
• Philippine Stock Exchange – 1.5 km
• Ayala Museum – 0.5 km
• Santuario de San Antonio Church – 2.0 km
Direction from Airport:

From Ninoy Aquino Avenue, turn left to MIA Road, right to Domestic Road, right to Andrew’s
Avenue and follow this road to the Terminal 3 roundabout going back to turn right at Aurora
Avenue (Tramo), then right to EDSA. Follow the route of the MRT, turn left at Arnaiz Street,
then right at Theater Drive.

Airport Transfers:

Our Airport Representative will be glad to assist you with your transportation requirements.

For International guests arriving at the Ninoy Aquino International Airport Terminal 2, please
proceed to the hotel lounge located at the right side of the arrival lobby.

For International guests arriving at Terminal 1 via Philippine Airlines, kindly exit through Gate 1
or 2 and turn left to the Transportation Service Area where our Airport Representative clad in
violet shirt would be waiting to assist you.

For guests travelling on Philippine Airlines’ domestic flights through Terminal 1, kindly exit
through Gate 1 and turn right to the Transportation Service Area.

Accommodation Overview

Bask in the modern glamour of Dusit Thani Manila’s 538 pleasantly inviting and newly-
renovated guest rooms and suites.

Classified into six room categories - the Deluxe Room, Club Room, Corner Room, Grand Room,
Ambassador and Presidential Suites; the hotel boasts distinct and luxurious interiors to cater each
discerning guest’s specific needs.

With the hotel’s highly-trained service-dedicated professionals, each guest is ensured of

impeccable service, depicting the distinctive synthesis of royal Thai hospitality and Filipino

Check in time is 14:00 hrs and check out time is 12:00 noon.
Amenities and Facilities

• Coffee and tea making facilities

• In-room safe
• Remote-controlled LCD flat screen television with on-demand video
• Bed side switch control
• IDD / NDD telephone
• Internet connection
• Mini-bar
• Working desk
• Hair dryer
• Complete bathroom amenities

Hotel Facilities and Services

• Airport Transfer Service

• Baby-Sitting Service
• Club Lounge
• Business Centre
• Concierge
• Dental Clinic
• Dining Outlets
• Foreign Exchange Service
• Flower Shop
• DFiT Fitness Studio
• Medical Clinic
• Room Service
• Shopping Arcade
• Spa
• Swimming Pool
• Transportation Desk
• Tour & Ticketing Offices
• Hair and Beauty Salon
• Valet Service
Dining Overview

Indulge in your epicurean pleasures with Dusit Thani Manila’s selection of authentic
cuisines creating a rich and zestful mosaic of international flavours and dining preferences, set
within aesthetically superb interiors.


Come and relish the internationally acclaimed Tosca Italian restaurant that offers
affordably priced Italian specialties paired with wines from Tosca’s award-winning wine list,
praised by Wine Spectator.Our Japanese restaurant UMU with its award-winning Japanese
design includes live cooking stations, private rooms and an al fresco dining area with a
picturesque view of the Koi Pond and manicured garden.Experience the splendour of Thailand
with Benjarong restaurant serving Royal Thai Cuisine in an authentic Thai setting, or take
pleasure in the comfortable ambience of the Basix restaurant with its wide range of local and
international dishes.

Dusit Gourmet
is located in the hotel lobby and is the place to treat yourself to freshly baked cookies and
cakes and homemade chocolates, sandwiches and ice cream.

Lounges and Bars

The Lobby Lounge is the venue to meet friends and family amongst elegant
surroundings, with fine drinks and snacks available. Open throughout the day, Afternoon Tea is a
highlight, and there is live entertainment in the evening.

Fiesta San Miguel,

Is a place to unwind after a busy day in the office or just for a fun night out. Enjoy the
freshly brewed beer on draft from the hotel’s Micro Brewery, or sip on a nice glass of wine while
enjoying the live music.

Sunday Family Crossover Brunch

Relive the tradition of Sunday Brunch with the entire family and indulge in an exciting
array of authentic dishes, live cooking stations, heavenly desserts.
Enjoy sparkling wine and other signature beverages with three of the world’s most renowned
epicurean delights – Thai, Japanese and Italian – and with an array of other international cuisines
only at Dusit Thani Manila’s Crossover Family Sunday Brunch. Every Sunday 11.30am-3pm


• Bangkok
o Dusit Thani Bangkok
o Dusit Princess Srinakarin, Bangkok
o Royal Princess Larn Luang, Bangkok
o Pathumwan Princess, MBK Centre, Bangkok
o Grand China Princess, Chinatown, Bangkok
o Bel Aire Princess Sukhumvit, Bangkok
o Chatrium Suites Bangkok - A Dusit Thani Hotels Partner
• Chiang Mai
o Royal Princess Chiang Mai
o dusitD2 chiang mai
• Chiang Rai
o Dusit Island Resort Chiang Rai
• Hua Hin
o Dusit Thani Hua Hin
• Koh Chang
o Dusit Princess Koh Chang
• Korat
o Dusit Princess Korat
• Pattaya
o Dusit Thani Pattaya
o dusitD2 baraquda pattaya
• Phuket
o Dusit Thani Laguna Phuket


• Manila
o Dusit Thani Manila

United Arab Emirates

• Dubai
o Dusit Thani Dubai
o Dusit Princess City Centre, Dubai
o Dusit Residence Dubai Marina
o Pearl Coast Premier Hotel Apartments

• Cairo
o Dusit Thani LakeView Cairo

Hotels & Resorts Opening Soon

Dusit Thani Hotels & Resorts

• Dusit Thani Sanya – Opening December 2011

• Dusit Thani Abu Dhabi, United Arab Emirates – Opening 2011

dusitD2 hotels & resorts

• dusitD2 new Delhi – opening 2011

Dusit Devarana Hotels & Resorts

• Eighth Heaven Phang Nga – A Dusit Devarana Resort – Opening 2013

• Dusit Devarana New Delhi – Opening 2011
• Dusit Devarana Jaipur – Opening 2012
• Dusit Devarana Rishikesh – Opening 2013

Ayala Centre, Makati City

Metro manila Philippines

Practicum Report